On October 19 I filed an assumption form to have my son taken off my account & to set up his own. On November 13 I receive a "notice of service disconnection" letter from CellularOne stating that because my son's line was past due, my service could be shut off. I was shocked. So, I called them to find out what happened to the assumption form that was filed 3 weeks ago.
According to the customer supervisor the local store did fax the form to them but it got lost on their end & never made it to the correct department to be filed. I was on the phone for over an hour with CellularOne trying to get them to fix it so that my phone would not be cut off, they flat out refused—I had to either pay the outstanding amount of my son's line or put a two week delay on it (which, according to them, would delay the process of the assumption for 2 weeks). I can't afford that even though it was under $100.00 because I'm disabled, which is another reason I have to have a working phone, & on a fixed income.
Even though the local store faxed the form again November 13 I was told that it would take another 3-5 days to process which my phone could be cut off during those 3-5 days. Now, this was their mistake. I did what I was supposed to do.
I asked the CellularOne supervisor "where's the customer service"? And why should I be punished for their mistake, she had no answer. I asked to speak to her supervisor, she said there wasn't one. This whole thing just has me sick to my stomach & very worried that I'll need my phone for an emergency (being that I'm disabled) and it won't be there.
I've been a CellularOne customer for since have always paid my bill on time (if not early). I also told them if my phone gets cut off due to their mistake, I'll take my business elsewhere & not pay the penalties. She replied you can't do that & you will be penalized. Are all cell companies so rigid? Where is the customer service?
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