We obtained cell phone service through Alltel in February.in April I called their "800" number to get two more phones added to my account for my daughters.
I told the salesperson at the time that I wanted the cheapest phones and deal they had, that the phones were basicly going to be for emergency purposes only.
I was told that I could get one phone free and the other phone for $29.95, I was told what their shared minutes, etc. Would be and that it would be $49 per month in addition to the $54 per month that I was paying for the existing two phones, which should have made my next bill approx $130.
On May 28 I received my bill and the total amount due was $370, with a past due amount of $231. I immediately started calling alltel to find out what was going on.
Needless to say, no one knew why I had not received a bill which I know sounds like a lame excuse for not paying a bill, but I was told by the customer service person (Howard) that he would note on the computer for someone to send me a copy and for a supervisor to call me.
On May 29, I never heard from a supervisor, so I started calling again. I spoke with another salesperson, who advised that it had not been noted in the computer that a copy of the bill needed to be sent and that Howard did not even note that I called questioning the bill.
On May 30, I still had not been able to speak with a supervisor, so I started calling again. I spoke with Steve, explained again what was going on and he told me that I needed to call him back on May 31, (so that he could look over the file) at 1-888-831-3285, ext 7135, and that he would see what he could do to help with the situation.
At approx 5:30pm, my husband called and advised that the cell phones had been disconnected.
At 6:25pm, I started calling Alltel, asking to speak with a supervisor. I was directed to someone who said he was a supervisor (didn't get his name). I again explained what was going on. He said that he would contact billing to have the phones turned back on and put me on hold. After approx five minutes someone picked up the phone and I had to go through the whole explination process again. They put me on hold and I was on hold again for approx ten - 15 minutes. Again someone picked up and I had to go through the explination. They put me on hold and at approx 6:50pm, the international operator was on the phone asking me what international number I wanted to be connected to.
At 6:50 I started calling Alltel again. After going through the above process through four different sales persons, I finally spoke to "Robert" at 7:15pm, who said he was a supervisor in billing. He was a real box of rocks.
I had to explain the entire situation again to him and even questioned how I could pay a bill when I did not receive one, only to have to listen to his comments "didn't you ever wonder why you didn't get a bill?" Yes I did, but I assumed that since I changed the account in the middle of the month, that Alltel held the bill until the next month, which some companies do. After speaking with everyone I spoke with, I deffinately didn't expect the phones to be disconnected.
Robert was rude and abnoxious and apparently thought the situation was humerous, due to little snickers under his breath. He further said that I wanted to speak to a supervisor and he was one. I told him at this time that I wanted to speak with the supervisor I was speaking with prior, because he was alot nicer than him.
Again, needless to say, Robert wasn't much help. He went over what was on the April bill and told me that there was a month in advance charge for the new phone, the phone charge, the monthly service charges for both new phones and charges for the existing phones. A big difference from only $49 for service and $29.95 for the phone.
Robert told me that he would take the activation fee off but I would have to pay the $196 before the phone service is restored. He further told me that to have three of the phones disconnected, it would cost $200 per phone.
Due to using the "800" number to obtain the new phones I have no proof as to what the sales person said the charges would be. I do know that I was screwed and scamed and hopefully there is something I can do.
Apparently there are alot of other people on the internet that have problems with Alltel. I wish I had known before.
Mary
charleston, South Carolina
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