Both my husband & I have been w/VOICESTREAM, for a couple of years now and we both have add on's to our account, 6 lines altogether. I have always been happy with the services that we have had until two or three months ago when we changed our plan. I look for the best plan possible to comply with our needs.
All 6 phone's started off with the 39.99 plan and from time to time we do go over our minutes (especially my grand-daughter who is 14 and lives on the telephone, cell phone & home phone) but it was not unbearable when our bill came, However, sometime in November I called customer service to pay our bill and I got to talking to the gal that took my payment and asked her questions about getting into another plan. At that time we all had 600 minutes on week-days and 2000 plus long distance on week-ends. The plan did serve our purpose but found that my grand-daughter and I were going over and I have a son stationed in Arizona and did not want to have to wait until the week-ends to call him. At that same time we had a death in the family and I had to make a lot of long distance calls on the spot and could only use my cellular.
This customer service girl told me that they had a 39.99 plan that was 500 minutes week-days any place any time and unlimited week-ends any place any time... She did state that it was the BEST plan that anyone could have for the 39.99 so I switched all 6 phones over (2 accounts)... I was so excited I started convincing all of my friends about it. But low and behold, in January I get a 900.00 bill on my husbands account, I get an anxiety attack and start hyperventilating... From then on it has been a NIGHTMARE.
I have called and called and each time I call I get a new customer service person and they do not know the person I spoke w/prior... Even supervisors, even if I give their ID number they cannot find or tell me who the person is... Anyway I went from rude to really nice to very rude people. I needed to find out WHAT WAS THE DIFFERENCE in the two different plans and that there was no way that I could pay the 900.00 at one time so I wanted to make arrangement to make payments like every other week until that big bill was paid off. Then I started getting the run around and never really did get anything settled, I called in a 150.00 on this phone and 190.00 (my account) payment on Thursday 2/14 and I explained to that girl what my problem was and she accepted my payment for both accounts (she was about the 9th or 10th person that I spoke to thru this whole ordeal) Saturday 2/16 I get a call from the credit department to say that they wanted a 300.00 payment for MY account (past due & current) and I explained to her that I just made a 190.00 payment towards my account and she said "Sorry she did not look at my account to see the payment" and now, here it is Monday 2/18 and services has been cut off on my husband's phone and the two other phones that are attached to it. One belongs to my son-in-law (who never went over his minutes if anything he did not surpass 350 to 400 minutes) he needs to be ON-CALL for his enviromental job and now the office cannot get thru to him if he is anywhere else but home.
My COMPLAINT... I was misled when I changed over to a new plan, and I still cannot get a straight answer as to why. We have done nothing different, we do go over our minutes but NOT 400.00 on one phone 350.00 on another and 60.00 on the third phone (plus the usual 39.99 tax for each phone.)
I can go on and on and on and describe a new answer every time I called and I do not think they were even accurate with the notes on the account. I was a little successful on 2/1/02 when I spoke to a JOHN, he was going to get back to me after he spoke with his supervisor, but on 2/4 I got a text message from him saying that his supervisor was not back to work yet but he would get back to me as soon as he could and he never did. I called several times after that and gave them John's ID number, talked with a supervisor and still could get any satisfaction out of that. They do not know John because he works at another station.
I plan to cancel all phone's with Voicestream, pay the 200.00 penalty for ALL six phones which will be 1200.00, but it will be cheaper to do that than to keep getting these large bills, do a consumer report and tell as many people that I possibly can about my experience with voicestream. (and I plan to pay it by installments because I do not have the 1200.00 up front nor do I have the full amount to pay off the existing bill that got three of the phones turned off without our knowledge)
Our experience is not from excessive use, but unexplained differences in this new plan that we have.
Karolyn
Kaneohe Hawaii
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