In March I recieved an unusually high cell phone bill from Nextel.in 2004 I acquired a Blackberry Phone because it was the only phone that Nextel offered that I could syncronize my contact with my Microsoft Outlook.in I contacted Nextel to inquire what the costs for Blackberry service were, and if I could have a Blackberry phone without Blackberry service. I was told told that it would be fine, and all was fine until January.
In march my cell phone bill had Blackberry charges, retroactive to mid January. I contacted Nextel to determine why Blackberry service charges had been added to my account. Nextel first told me that I had called in to add the service. After alerting them that I hadn't, the rep I spoke with put me on hold. Upon returning he informed me that the Blackberry Service was required for all accounts that have Blackberry phones.
I informed him that when I purchased the phone Nextel did not have such a policy and that I have not recieved any communications from Nextel informing of a change in their policy, nor a call or a letter informing me of the addition of the service to my account. Upon further questioning, Nextel told me that the Blackberry Data Service was required and that I snuck under the fence by not paying for the service earlier. I was further informed that the Blackberries needed the data service in order to comply with 911 locational services which are required by law on new cell phones and that the Blackberries sent this info as Data, and not over the Cellular network.
I asked Nextel to refund the charges and insisted that they may not charge me for Black Berry Service because at the time I purchased the phone, their policy allowed for BlackBerry phones without Blackberry Data Services.
They denied the refund and refused to remove the services. I then informed them that it is not professional to add charges to a subsribers account and/or make policy changes - Especially those that affect charges without prior notification. Multiple representatives suggested that I was wrong and that I was "lucky" to have not paid those charges for so long.
I then offered them a resolution. I suggested that they offer me a new phone at a discounted rate since they were changing their policy. Which they also denied. I told them that they are would be forcing me to discontinue service on principal alone. It is not acceptable to make and change the rules after an agreement has been made. Nextel claims they reserve the right to change their agreements and policies at any time without notification.
I was paticularly struck by Nextel's arrogance.in past times, I have contacted Nextel for disputes. Their stance has always been a defensive one and they have always forced me to prove them wrong in all cases where I required an adjustment to my account. Nextel makes the rules anc changes them to their favor as they see fit without prior notification to customer, and always in their own favor.
I contacted V* (ROR REDACTED FOR SECURITY PURPOSES) to see what their policy was on phones that were already activated but did not support 911 locational services. V* Wireless notified me that accounts that already had phones which did not support 911 locational services activated would be allowed to use those phones, however, a phone that did not support locational services could not be activated on an account after January 06... And that the law forgave phones that were already activated before the new requirements were put into effect.
Nextel charged added unauthorized BlackBerry Data Service charges to my account and then lied to me about their requirements and obligations. Nextel furthermore provides poor customer service and does not take responsibility for their mistakes untill the consumer has merticulously proven the mistake on their part... And even then they take minimum responsibilty and provide resolutions that are more in their favor. It is my oppinion based on 3 years of dealing with Nextel that they take the benifit of the doubt for themselves and that it is their policy to resolve issues in a manner that preserves thier profits to the fullest, regardless of customer care or sentiment.
I left Nextel for V* Wireless and incured charges for a new phone and activation of new service as a result. I also paid all of the unauthorized charges to protect my credit even though there were unauthorized and unfair.
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