In May I opted to open a cell phone account for my 13 year old son as he participated in school athletics and needed a way to contact family members of schedule changes. Disney Mobile (DM) was selected due to they advertised FULL CONTROL over usage/minutes and tracking capabilities.
From day one we had nothing but trouble from the phone, it would be roaming in our home and/or he was unable to place/recieve calls from family members. We contacted customer service over this issue and was told "oh, there must be a problem with your phone" and they sent us a new phone in a few days.
After we activated this phone, we had the same trouble and contacted DM and was told by the CSR that we were having trouble because our online restricitons were set to full restriction and had to be set to allowed because they had to be allowed to do software updates from their end and it would take approx. 24 hours. Once the 24 hours passed I went back and set the account back to full restrictions.
When I got the first bill it was nearly $90.00, the starter package was only supposed to be $24.95/month. Once again I contacted them to inquire and was told that the overages were due to text messaging at this time I pointed out that my son's phone was to be restricted from text messaging.
She insisted on an upgrade to unlimited text messaging. I advised her that when I first got the phone that text messaging was to be disabled because I did not WANT text messaging capabilities, obviously she was not listening and insisted on the upgrade.
Next phone call I'm still battling the text message charges... But now there are voice charges to phone numbers not on his "allowed list" and was told in a sickeningly sweet way that these were valid charges and would not be removed (as were the text messaging charges).
Also, I had begun to notice online I'd set the account for full-restriction. 24 hours later the restrictions were removed and set back to full allowed, I was the only person w/access to the account. Customer service was contacted again and was forwarded to tech support with a trouble ticket, it was verified the tech support problem was on thier end and the "bug" had been fixed.
At this point I again called customer service and requested to speak with a supervisor. "Greg" got on the line and I advised him of tech supports finding that the problem was on their end and the charges should be adjusted. He indicated he could not do that because these were all valid charges.
F.Y. I when you call customer support and they need to transfer you or put you on hold you conveniently get disconnected and have to call back. You never get the same person twice and have to go through the whole mess all over again!
I plan on taking this issue to my attorney and forwarding this complaint to the WV State Attorney's office for review. The most recent phone bill was in the amount of $1391.88. This phone has not been used in over a month since my son had been hospitalized out of state and the phone has been locked in a safe box. I've got the names of each individual I spoke to with dates and times.
The other issue I ran into was because the account was set up with automatic payment via my Visa Card. I contacted the collections department and spoke with a representative that asvised she would remove the auto-pay from my account (this was on a Thursday) two weeks prior to the next billing cycle.
On Friday I contacted my bank and advised them what was going on and they advised me to cancel my current card and they would reissue a new one, which they did. But wouldn't you know it, two weeks later DM tried to process an auto-payment through the old card.
Bottom line, you cannot trust anyone at this company to do what is promised! Oh and have a "Magical Day", blech.
Karen
Oak Hill, West Virginia
U.S.A.
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