I have been WorldCom Wireless customer since March 1999 until April 26 when I requested a discinnection of all services. The reason: poor quality of custome service and accounting practices in the company.
Since summer 2000 I started experiencing problems such as waiting times more than one hour and putting customers on endless holds during comminucation with customer service representatives. The problems got worse in summer 2001 when all bills were three to four months late and no detailed summary of charges (except for the latest month) was provided. However, the biggest concern emerged when I sent WorldCom Wireless a money order of 175$, which was cleared on July 26 (money order was traced in October). This payment never appeared on any of the bills, which were sent to me.
Beginning from October I am requesting copies of duplicate bills during numerous telephone conversations with customer service representatives. All I needed was a bill, which shows that 175$ was indeed posted on my account. All my requests were ignored. I faxed a copy of money order (front, back and tracing form) two times to Billing Inquiry Unit and I also sent two letters with copies of all bills and my payments. No answer. The only response was a two-page fax from company computer showing the balance on my account. This fax showed significant discrepancy (!) compared to the bill for the same billing period, which I received in mail. It made me even more concerned.
In the middle of April I received a letter requesting to pay 175$ or have my phone service disconnected and made the last attempt to convince customer service representatives to check my account. I sent another fax with a copy of money order and I was told that it will take four to six weeks (!) to check my payment history but, as a coutesy to me, my phone will be working.
However, on April 20 my phone service was suspended. For about five days I tried to restore my phone service without any success (this can be a separate story how customer service representatives were bouncing me around), and on April 26 I requested a disconnection of all services because I got fed up and believed that my rights as a customer have been violated. My contract expires in June, however, I cannot deal with company if I do not trust its customer service with my payments.
I was expecting WorldCom Wireless to sent me a reply explaining what happened to my money order or a duplicate bill showing when this payment was posted on my account. That would be the easiest way for the company to prove that I was wrong. I was ready to pay 175$ in case such bill had been provided. I received no answer whatsoever.
On May 13, I receive my last bill and guess what? WorldCom Wireless again expects me to pay 175$ plus 200$ early termination fee plus about 40$ state and local tax from this amount. There is no trace of any attempt made by the company to address my concern. Obviously, this payment is out of question unless a copy of duplicate bill showing that 175$ was posted on my account in July is provided.
My question is: what is this? I never had experience like this before.
Galina
Chicago, Illinois
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