Wednesday, April 11
Our names are Arthur and Denise Hoss. On Friday, April 6, Denise called our bank, (Washington Mutual) to check our account balance. She did this because this week our rent was due, which is our biggest monthy expense. It was also our daughter Amanda's Birthday on Saturday, April 7. When Denise heard the account balance she was shocked to find it incorrect in accordance with her record keeping. She immediately contacted someone with the bank. The bank rep. Had gone over a list of transaction that were made between 3/20/01 and 4/06/01. She found, on 4/4/01 Nextel wireless had charged $910.00 to our account. This she new was a big mistake.
It was at this point Denise contacted Arthur to confirm that, Arthur never authorized this transaction. Denise had to leave work to go to the bank for a copy of the account statement and file a dispute and cancel our check cards. Denise then contacted Nextell - wireless to find out what had happened. She spoke to many people from many departments that day, none of which would offer more than a first name. Denise was told by the Nextel rep. To file a dispute with the bank.
At first they were unwilling to do any more than that. Denise then went home and called the local police dept. To file a report. She did this because, from the little info nextel did give, it appeared that someone had fraudulently used our numbers to pay a bill. This to anyone sounds like a crime. Denise and officer Fenwick from Greenacres police dept. Contacted a supervisor Mike, in the finance/collection dept. At Nextell. It wasn't until Denise put officer Fenwick on the phone with Mike that he agreed to immediately credit our account. It would take twenty-four hour for the transaction to take place. Mike then told Denise to contact the fraud dept. At Nextell.
Denise then did as was instructed by Mike. Denise was contacting to fraud dept. Because, it was clear to her someone used our numbers, it was no typo mistake. Someone was trying to rip us and or our bank off. We wanted to know who did this. We have the right to know who has stolen our numbers. We want to know why Nextel employees did not verify any of the information that was given to them. We know from the people at Nextel that our names were not present on the account that our numbers were used to pay.
We want to know what city or the town that was on that account so we could contact that police dept. Nextel will not cooperate with any of our requests. We have the right to know because we want to protect ourselves from future violations. Who knows what this person has stolen. We want to know why none of the employees at Nextel fraud dept. Would not give us a last name when they were asked to do so. We also wanted to know the name of the sales rep. And dept. From where the order was taken, this too was denied. Nextel fraud dept. Would not even launch an investigation until our bank disputes the charges, leaving us penniless until the proper paperwork is filed.
We charge that Nextel employees had received stolen information, and made no attempt to verify the numbers on the account, then converted it for their own use. This is not acceptable. On this point alone something needs to be changed in the way they do business. We charge that Nextel has no right to tie up our money for 24 hours and has already caused an overdraft and fees to automatically be imposed. Nextel employees refused to make good on these fees. We claim that because of this negligence our daughter's birthday plans were compromised. Plans were changed and money had to be borrowed to salvage our Festivities. When our now 7 year old asked why we could not do what we had planed it was very difficult to explain what had happen. This was very painful because she doesn't fully understand. She only knows now that mommy and daddy didn't keep there promise. She was very disappointed.
Ironically at one point when I asked a Nextel employee why the info was not verified the answer I received was for convenience. Whose convenience is that? I replied. We don't feel that "sorry", and a credit refund is sufficient enough retribution in this matter. We expect a full investigation is required by Nextel, our bank and local law enforcement. This is a major inconvenience for us. It has cost Denise a days pay trying to correct their mistake and get what was once ours back to where it belongs. We have been given bullshit excuses from Nextel employees and we don't like it. We have the right to know and protect ourselves. We would like to know if our numbers were stolen by a friend or someone we know or a business we deal with. How do we know what else this person will do. What other information he/she may have stolen from us. Nextel refused to release information to officer Fenwick telling him we will have to send a subpoena for any information. We feel like Nextel is protecting a potential criminal.
In closing we feel Nextel is as much responsible for this, as the person that has stolen our information. They did nothing to verify the information received and their business practices do nothing to protect consumers. Especially us, and we didn't even have an account with them. This goes far beyond putting the money back three days later, hopefully. We have chosen to keep our earnings in a reputable bank for our safety and protection of theft. Nextel has compromised our trust in the system. We no longer feel there is security to protect ourselves. The system we have come to rely on has fail us miserably. It's Sunday, 4/8/01 our money was taken on 4/4/01 and as I write this our $910.00 that we worked hard for, and pay our bills is not in our account. "Sorry", it was a mistake, is no excuse for causing a delay in our funds, payment of our bills, fees and the thing that really hurt, our personal free time together as a family. I fear that if this happen to us, it's happening to others. Monday, 4/9 our account has not been credited. Tuesday, 4/10 our account has not been credited. Denise spoke to Mike Ashton from Nextel today, he spoke with a Sonya from our bank. Mike says, he needed to verify (what a joke) that a hold has been put on the dispute process so a double credit does not occur. What happen to the credit that Mike was suppose to process on Friday? If we do not file a dispute the fraud dept. Will not investigate. This is the procedure that has been explained to us. We cant have our money and an investigation too. Its one or the other. This sounds like a scam to me. A clever way to pass on taking responsibility.
4/11 Still no credit to our account. Nextel sucks!
Sincerely yours,
Broke and stepped on Denise and Arthur Hoss
[email protected]
iW4-11
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