On October 20, I discovered that Nextel/Sprint Wireless have made an unauthorized $331.03 ACH/DEBIT from my checking account. The debit had processed to my checking account on October 19; due to this unauthorized debit, it caused NSF on my checking account. I contacted Nextel and spoke with Brenda a representative in the finance department, I explained to her that I did not have an account with Nextel but my brother Stephen Cochran did and that in September he was out of town, he contacted me and ask me to call Nextel and pay his bill for him until he got back. I did call Nextel and authorize for a one-time debit from my checking account on September 28. The representative informed me that when Stephen made his payment for October that the system showed my checking account number because that was the checking account number used for the last payment, and that my checking account number became the primary account number. I informed the representative that my checking account number should not have been the primary checking account or even on there system and that I only authorized a debit on September 28. I did not authorize a debit in October. Brenda (Nextel) instructed me to go to my bank and fill out an unauthorized ACH / Debit form. She also indicated that once they received the form from the bank that the debit would be credit back to my checking account. The representative also requested me to have Stephen Cochran (my brother) call Nextel and have him make a payment for $331.03 out of his checking account, so that when they credited my checking account that his Nextel account would not show past due. After speaking with Brenda at Nextel, I contacted Stephen and he called Nextel to make a payment from his checking account. I then went to SunTrust Bank in Marietta and spoke with Christina Thomas the Branch Manager I explained to her what had happened and told her Nextel wanted me to fill out an unauthorized ACH/Debit form. Ms. Thomas had me sign the form; she filled it out and faxed it to a SunTrust Department. She informed me that it would take three business days and that when the money was credited back to my account that the NSF charges would be credited, and that SunTrust would pay any checks that came through.
On October 24 and October 25 I called the Marietta branch to find out if my checking account had been credited, it had not. On October 26, I called SunTrust; Shawn Gaskin informed me that Ms. Thomas was not in yet. I asked him to check to see if my account had been credited. He then he transferred me to Theresa and she informed me that the unauthorized ACH / Debit form had been denied by SunTrust because Nextel told them it was an authorized debit. I told Theresa it was not authorized from me and this needed to be corrected. Theresa told me that there was not anything else they could do and that they would not pay anymore of my checks that came through.
I called Nextel / Sprint and spoke with several people after requesting numerous times for a Manager, I was finally transferred to a Sharon who claimed to be a Senior Manger in the Finance Dept. I explained everything to her and that Nextel was denying the unauthorized debit. That Stephen and myself had done exactly what was instructed for us to do by one of their representatives. Sharon (Q# 2205) told me that I needed to fax her the form that SunTrust sent them and proof that it was debited out of my account and that once they received the information they would process the credit. I then went back to the bank that afternoon and Ms. Thomas faxed the form and proof of the debit along with the NSF charges at that time to Sharon at Nextel.
On October 27, I called Nextel to confirm that they did have the fax, the Nextel representative would not let me speak with Sharon, finally they transferred me to Mr. Sirapal at their Denver, CO. Call center (Q# 2666) and he informed me that they would not resolve this issue, after several minutes of a heat discussion with this gentlemen, he requested that I resubmit the fax that was sent to Sharon. Mr. Sirapal also stated that once they received the fax, that the refund department would credit my checking account the $ 331.03, and that this issue should have been taken care on Thursday with the first representative that I spoke with, and that it is the luck of the draw of which representative you get and whether they know how to help you. I notified Ms. Thomas of this conversation she said she would make a note in my account to start paying any checks that were still coming through.
Then on November 1, my brother (Stephen) had contacted his bank regarding some other issues and his bank HomeTown Bank of Villa Rica informed him that he had a credit pending to his checking account for $331.03. I then contacted Nextel and attempted for an hour and a half to get in touch with Sirapal Q#2666 in their Denver CO. Call center. The Nextel representative transferred me to several other representatives after demanding each time that I needed to speak with Sirapal. I called the Nextel 800 # that Sirapal had given me on Friday, October 28. Finally, a representative did transfer me to Sirapal, at that time I informed him that the credit was being issued towards Stephen checking account, not mine.in addition, I faxed the refunds department the fax that he (Sirapal) requested me to send, it did indicate the $331.03 was to be credit to my checking account, I listed the routing # and checking account #. Sirapal stated that he would call the refunds department and call me back. Later Mr. Sirapal did call and stated that the Refund Department made an error and entered Stephen's checking account # and that would not corrected it and that I would have to deal with it. I explained to Mr. Sirapal again that the unauthorized debit was to my checking account not Stephen's and that they had all the information they requested to have my checking account credit back. Sirapal stated there was nothing else he could do. I told Sirapal I wanted to speak with Refunds Department. He stated that was not possible. I told him to let me speak with his manager or someone even higher in management, he said he was a supervisor and that no one could help me. Once again, after I heated decision he did transfer me to someone's voicemail. I did send the refund department another fax stating that they were crediting the wrong checking account, include my checking information again, and contact information.
On November 2, Matt from the Refund Department contacted me regarding the voicemail that I left. I explained the entire situation to him and he stated that Nextel credited Stephen's checking account because Nextel did not have my information any longer and that Nextel did not have authorization to credit the $331.03 to my checking account. I told him the Refunds
Department was sent a fax on October 28 and November 1 and that I did have confirmation that is was sent and Nextel did not have my authorization to debit my account the $331.03 but I demanded my checking account be credited back the $331.03, and included my checking account information. Matt then stated that the Nextel account was not in my name and they could not credit my checking account for the unauthorized debit they would have to credit Stephen's account.
I did inform Ms. Thomas aware of this conversation as well.
Nextel was only authorized for one debit on September 28 from.
I contacted the state of Business Fair Business Law Practices and the investigator supposly contacted Nextel they told him when I original call in on September 28 they disclosed the information that my account # would become a primary account number. This is a lie and the state said I would have to get an attorney which I have.
Rhonda
Villa Rica, Georgia
U.S.A.
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