On December 19 I purchased a Nokia 3360 and was quoted the following service: 400 anytime minutes (which covered Hawaii), with Unlimited nights and weekends. My billing cycle is from the 16th to the 15th of each month. This plan was important because it was a gift for my stepson who would take advantage of the calling service to Hawaii.
In late January I called WorldCom numerous times because I had not received a bill and I did not want to receive a 2 month billing. It took me numerous calls before I was able to reach someone. I was trying to avoid having any late payments. So for the first 2 payments I had to do a pay over the phone, which to me is not acceptable as the payment is Due Upon Receipt.
I do not understand why I was receiving the bill so late and the service rep could not explain to me why I had not received a bill in January. I also had to call in March to find out how much my bill was and when I should expect my bill to arrive and could not get an acceptable answer again.
On February 8, I called WorldCom and requested a change in my service. I asked the representative for a specific service, which was: Nationwide long distance which would reduce the anytime minutes to 200 from 400 (which was the alternative plan option when I signed up for the service), and keep the unlimited nights & weekends. The reason for the change was to be able to include Alabama in the calling plan because my stepson's sister lives there. I confirmed this several times with the service rep during the conversation since it is a well known fact that customer service representatives make errors in quoting rates and plans.
On July 5, I called WorldCom customer service after I received my billing statement dated 6/26/02, which was for the amount of $486.68. I scanned through the bill and noticed that I was charged for calls made during off-peak period hours (8pm-7am Mon-Thurs and 8pm-Fri-7am-Mon), I spoke with a Robbie and informed him that I felt the bill was wrong. He asked me what I thought I owed WorldCom Wireless, I told him I had not had a chance to go through the bill thoroughly, but this is what I wanted to have happen: first, suspend the phone service until the bill has been resolved and the secondly, I wanted someone at WorldCom to go through the bill and call me back with the corrected amount.
When I was explaining to the representative what my service should be, he proceeded to explain to me what Unlimited Nights & Weekends covered and to explain what the time frame was. I had to stop him in mid-sentence to tell him that the calls made on this bill were made in that time frame. Robbie could not assist me in this matter, and I had requested that Robbie put in an Escalation Service ticket # 704049 and a ticket for the suspension of the phone, Service ticket # 5704074.
On July 10, I called WorldCom again because I had not heard back from anyone; inquiring about the status of the bill as I had went through the bill myself and had what I felt I should be charged. I was told that someone was looking into the bill inquiry.
On July 15, I spoke with a Kathleen to inquire about the status of the bill and after explaining to her the problem I was having with the type of service I was being billed for she proceeded to tell me that I had 200 anytime minutes with 3500 bonus nights and weekends with nationwide long distance I explained to her that is not the service that I had requested nor agreed to.
She asked me to hold so that she could go through the bill; after a few minutes (2-3 mins) she came back online and told me that the bill was correct and that the bill was $410. Again, I tried to explain to her that the bill was wrong because that is exactly what they were trying to bill me for now. Kathleen tried to explain to me that it was noted on her computer screen that on 2/8/02 I called and asked to be changed to 200 anytime minutes with 3500 bonus nights & weekends and nationwide long distance. I explained to her that is not what I had requested.
I felt I was not getting anywhere speaking to Kathleen so I asked to speak with a supervisor to try and resolve this issue. She refused to give me to a supervisor, she told me that there is no need for me to speak to a supervisor that she was handling this. I again asked her if I could speak to a supervisor and she told me that the supervisor will tell me the same thing. I asked her are you refusing to transfer me to a supervisor and she told me I'm am handling this right now and there is no need for you to speak to a supervisor. I again asked her if she was refusing to let me speak to a supervisor, she then stated, I can have a supervisor call you back if you give me a call back number, I told Kathleen that I had been waiting since 7/5/02 for someone to call me back about the bill and haven't heard from anyone that I had to initiate 2 calls to inquire about the bill.
She still refused to put a supervisor on the line she kept saying that she wanted a call back number from me. I told her that this is ridiculous that I felt that I have the right to speak to a supervisor right now and then I told her to forget it and hung up.
I called right back within 2 mins and spoke to another representative (Sharon). I explained to Sharon my situation and also explained that I had spoken with Kathleen just moments ago. After listening o my situation, Sharon stated that I had 200 anytime minutes with 3500 bonus nights & weekends with nationwide long distance and that they did not have Unlimited nights & weekends. I explained to Sharon that is not the plan that I asked for. She said I could change it right now to Nights and Weekends all I have to do is put in the code and the change will take into effect and my next billing statement. I told her I should already have Nights & Weekends. She proceeded to tell me that I do not have Nights & Weekends.
I was not getting anywhere with Sharon so I asked to speak to a supervisor and she told me that there was no need for me to speak to a supervisor and I asked her are you refusing to put a supervisor on the line she said no I'm not, but I have explained to you the services we have and what you have. I told her I did not want to argue with her and that I wanted to speak with a supervisor right now. She told me she couldn't guarantee that she could find a supervisor but she would try.
She put me on hold for approximately 5-8 minutes. A young lady by the name of Alicia who identified herself as a supervisor came online. I proceeded to explain to Alicia my thoughts/concerns/issues and she interrupted me in mid sentence to explain to me what my service was. I again tried to explain to her what I felt my service was to be as of 2/8/02, she asked me to hold on one minute while she looked up my service. She then came back online and told me that my service was: 120 anytime minutes with 3000 bonus nights & weekends with regional calling plan (while the previous service reps quoted something different).
I explained to Alicia that the other two representatives told me that I had 200 anytime mins w/3500 bonus nights & weekend. She also proceeded to tell me that they have not had Unlimited Nights and Weekends for the last year. I questioned Alicia how can you tell me that you have not had Nights & Weekends for the last year (pls see attached Service Agreement dated 12/19/01, which shows that they were offering Unlimited nites and weekends) when on December I purchased the plan with Unlimited Nights and Weekends and in February when I called in to change my anytime minutes you had Unlimited.
From December 01 to February 02 is not a year. She then told me from February of last year (which would be 2001) to February of this year they have not had Unlimited Nights and Weekends, and when I asked her who the carrier was, she told me WorldCom. I again asked her who they were retailing for and she told me AT&T. I explained to Alicia that I have 5 other cell phones, 2 with Cingular and 5 with AT&T Wireless (their same carrier) and I know for a fact they have unlimited nights and weekends during that period in question.
Alicia then told me that the note on their screen shows that I called on February 8 requesting the change of service to 200 anytime, 3500 bonus nights and weekends. I tried to explain to her NO, I did not request that change, and it was evident that the supervisor and the representatives that I spoke with are not knowledgeable about the service that their company provides.
Attached is a copy of my bill for the period of 6/26/02; I have highlighted the areas where I felt I should not be charged (this would be the Unlimited Nights & Weekends). I have noticed that my stepson has gone over his minutes, which is not the issue at hand as I am not disputing the overage on the anytime minutes, and will gladly pay for it. What I am disputing is the service that I was told that I have versus the service I believed to have.
I have combed through the entire bill myself, and I determined that he had used over 480 anytime minutes @. 30/per minute which equals to: $144.00 the regular monthly fee of $39.99 which brings the total of the bill to$183.99 (which does not include the taxes and surcharges).
I have since cancelled the service as and have no intention of paying my portion of this bill until I receive a call with an explanation why I was not signed up for the plan that was represented to me. As you can see by the series of events that have occurred, I feel that WorldCom representatives have made numerous errors in not only the statements, but in the type of service that I have requested.
Ann
san francisco, California
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