On 1-30-11 my wife visited the Net 10 website to purchase minutes for our sons cell phone. After entering her debit card # to purchase the minutes she recieved a message that she needed to contact Net 10 via phone to perform this transaction. She promptly called the 800 # provided and spoke with a Net 10 customer service agent. The agent advised my wife that her debit card was being denied but Net 10 was having some issues with their billing system. He asked my wife if she would like to try another card and see if it would accept it. My wife gave the agent my debit card # and again it was denied. My wife advised the agent that she would wait until a later date and try again.
The following morning, January 31st I logged onto our bank website to do some on line banking. I immediately noticed that two (2) charges for $ 49.15 ea. Had been charged to my account and one (1) charge for $ 49.15 had been charged to my wifes account, all by Net 10. We immediately got on the phone with the Net 10 customer service and they advised us that no charges had been made by them but they would investigate. We were asked by the customer service agent to check the cell phone and see if the minutes had been added, they had not. Later that afternoon my wife and I visited the Net 10 website and filed a complaint under their complaint section, complaint # KMM9286570V20152LOKM. We recieved an email from Net 10 almost immediately and were advised that we would be contacted by a Net 10 represenative within 24 - 48 hours.
On the morning of February 1st, I contacted Net 10 via phone and spoke with a non english speaking customer service agent regarding our delima. I explained to her the events leading up to my phone call to her and she advised me she could help me. The language berrier was challenging to say the least but we worked through the conversation. She asked me for my debit card # and advised me that she would apply another charge to get into my account and then credit me back all of the charges that had been applied to my debit cards. After locating my account information she advised me that she was only going to be able to remove the first three charges that had been charged to me but she would not be able to remove the one that she had just made because it had in fact went through with no problems and that she was going to have to leave that charge on the account. I advised her that I did not wish to purchase any minutes for the phone at that time but once my accounts had been credited the $ 200.00, I would just buy a prepaid card and get my minutes that way. She refused to reverse that last charge so I asked her to let me speak with her supervisor.
After about a 10 minute hold a gentleman got on the phone with me and told me the same story that the previous agent had just told me. He advised me that the last few days Net 10 had been having some technical issues with their billing service and that he had been bombarded the last few days with people like myself calling in about their charges. After a lengthy argument with this gentleman he finally agreed that he would reverse that last charge and credit my account. He advised me that the credit would take effect within 24 hours for all four of the charges.
Later that day I contacted my bank and asked them what we could do to dispute the four (4) charges that had been charged to our account. The bank represenative advised me to wait until the following day to see if the charges would be credited back by Net 10, if they weren't I was advised to call them back and they would assist me.
On February 2nd I recieved an email from Net 10 advising me that I needed to contact them via phone so they could run a service check on the cell phone we were trying to purchase the minutes for. We were advised to call an 800 # using the cell phone so they could check to see why the minutes were not downloading, these were the minutes we told them we did not wish to purchase. My wife contacted Net 10 like we were asked to do and was placed on hold. The cell phone only had 23 minutes remaining on it and those expired while she was on hold. My wife then visited the Net 10 website and filed another complaint, KMM9266365V25926LOKM. Within minutes she recieved an email advising her that she would be contacted by Net 10 within 24 - 48 hours.
That afternoon I visited my bank website to check to see if the accounts had been credited by Net 10. The fourth charge that had been made had in fact been removed but the first three (3) were still there. I immediately contacted my bank via phone and explained the situation again. The bank put a temporary 90 day hold on the charges and credited my accounts back the $ 150.00. I was advised that the credit would take affect at midnight that night. I was advised by the bank agent that an investigation would follow with Net 10 and that I would recieve periodic updates to let me know of their findings.
On February 3rd I logged onto my bank website and sure enough, just like I was promised the three (3) credits had been applied. Later that afternoon I visited my bank website to do some on line banking. To my utter disbelief, Net 10 had placed another $ 49.15 charge to my account. I immediately visited their website and filed yet another complaint on their complaint section, complaint # KMM9305184V13551LOKM. As before within minutes, I recieved an email advising me that a Net 10 representative would contact me within 24 - 48 hours.
After arriving home from work later that day, I contacted Net 10 via phone and was on hold for over an hour, frustrated I hung up.
As of now I have no minutes on my sons phone, $ 150.00 worth of holds in my checking accounts and another $ 49.15 charge to my checking account that I didn't authorize.
All I want is my money refunded and Net 10 to be investigated for fraudulantely charging customers and ignoring them when they call to resolve the issue.
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