I will recount the details of my FINAL conversations with the Nextel customer service team as of November 8th. As the morning started I was placed on hold FOUR times for over 15 minutes each only to have my signal drop and have to call back and go through the process again. Regardless of that, I was calling to have my plans cancelled and to talk with someone about terminating my service.
At 5:26 PM I was told by a representative that that the account was notated in capital letters DO NOT WAIVE THESE FEES FOR ANY REASON, THE CONTRACTS ARE VALID. Is this how someone is treated when they have been a loyal customer for over 4 years? I am absolutely appalled at the customer service I have received. For over 7 hours I talked with different individuals about terminating my service and having the fees waived. I could have saved my breath if I had known that everyone I spoke with would read the CAPITAL LETTERS notated in the file. I actually asked for a copy of the notes file and was told that it is only for internal viewing. It is quite obvious that I angered this supervisor. The supervisor that noted this in my file was patronizing while telling me that she was proud of me when I explained that I paid my bills on time and was a loyal customer. She asked me to convince her as to why my fees should be waived. If I had come up with a reasonable excuse, would they have been waived or was this her way of once again showing me who had the power in this situation.
I then asked to speak with her supervisor and I was told that I was not allowed to do that and that she had the authority to make all decisions pertaining to my account. I repeatedly asked to speak with another supervisor because I felt as if she was not listening to me and that she was disrespectful I also asked to speak with or be connected to her supervisor and this was also refused. I was also told that Nextel could change my account at any time if they felt a plan was better suited for me, without my consent. And that if I paid my bill without requesting the plan be changed back that it was an automatic approval of the change. Finally she informed me that she would make a deal with me. That half of my fees would be waived and that I had to pay the remaining $200 termination fee. She said that it was a ONE TIME, IN THE MOMENT offer and that if I didn't take it, I would end up paying the whole thing. I refused to make that deal.
After seven hours I was beatenI conceded and told the last supervisor that would agree to the deal. The last supervisor I spoke with on this unfortunate day informed me that the deal was no longer in effect and that I would have to pay all termination fees. He told me We don't play supervisor against supervisor game. I was once again beaten down by this power play. I imagine that I was relentless and since by this time I was in tears he finally agreed to honor the previous deal. My phones were to be deactivated on the November 17th and I would be charged a $200 termination fee.
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