Nextel
Communications deceptive company ripoff rude customer service

In August I contacted Nextel, in an effort to have a serving area changed on my younger sisters phone. She was going away to college in Rochester, NY, we live outside of Philadelphia. When I asked the Nextel "Rep" what my options were in order to utilize our shared planned without any service interuptions, the following choices were offered: 1) We could disconnect the service and pay the $200 cancellation fee, and this would also include cancelling my phone plus an additonal $200 (total of $400), because we were on a shared plan, or 2) we could switch her serving area to the Rochester, NY area. Naturally I didn't want to cancel my service and our contract would be over in March I opted to switch her service area. The phones and plan are in my mothers name, she got us the phones for Christmas.

The Nextel "Rep" told me that there was a pass code on the account and until they were given the pass code they couldn't give me any more information, and that I would have to have my mother call. When my mother called and explained everything, Nextel asked her for her pass code, she didn't know it.

My mother told Nextel that when they called to verify her account and asked for a pass code number she asked not to have one, they said that it was necceassry for security purposes. She felt rushed and forced and never remebered the pass code. She had given them every other bit of information, SS#, Account#, other Phone Contact#, billing address, etc... And they would not let her access her account without her pass code. She explained that she had no idea what it was and needed information about getting a new pass code or having it mailed with her next statement. Nextel said, "That they never put pass codes on paper, so they wouldn't be able to mail it to her." Needless to say my sister left for school and we figured we eventually get the pass code and switch the plan later.

When the first billing statement came, my sisters chares were close to $350. I called her to let her know and to take it easy on the phone calls. (It was hard for her because had never been away from home, and it was a 6-7 hour trip to visit.) Now we all know that when you get your statement that its usually due right away and that you have already acquirred new charges for the upcoming bill. When the next statement came my sisters charges were almost $1800, thats right $1800.

When I called nextel to tell them that the phone needed to be cancelled, I got the same old "what's the pass code?" I said "it doesn't matter, shut the phone off." Nextel replied "we can't without the pass code verification." In turn my mother called explained that we weren't disputing the charges (that was just stupidity on my seventeen year old sister's part), but that the phone needs to be shut off. My mother also inquired as to why she wasn't contacted when they notice the charges going sky high?

My mother said for all you knew the phone could have been stolen and I didn't know yet, Nextel said that she didn't have that feature on her plan. My mother then asked why it wasn't offered to her. Nextel replid "take it up with your Sales Agent." Nextel also informed her that she could have suspended service on my sisters phone until she came back to the area for $5.99 a month or that we could have just cancelled my sisters phone with the $200 fee, and my phone would still resume service. This was their solution after more than $2000., in charges. After paying the bill (a little late) and having both the phones suspended, I finally blew up. I pay for the service on the phones.

I agreed to pay my younger sisters portion while she was away at school. The service was suspended because of late payment. I finally, paid the balance due and called to see when my service would be restored. Again, "what is the pass code." i explained that I didn't want any account information or to make any changes, please just tell me when my service with be activated. I was transferred to three different people.

I asked for a supervisor, none were available, they were ALL in a meeting, nor did any of the supervisors have a direct line that I could call later, nor could I be given a number to a regional office to make a formal complaint. I have been told that same story everytime I call, and so has my mother, and everyone else I know that calls Nextel with a problem.

I finally was given to a Supervisor because I wouldn't stop calling for the whole day. I told him that NO ONE knows the pass code, we need it lifted or changed or sent in the mail, otherwise cancel both phones ASAP. His snotty remark "Mame, you can't cancel this account without the pass code, sorry." I expressed I had just paid the balance due ($1350.) from my checking account, I asked why I am able to access the account for payments, but I can't get any help from Customer Service when I have a question. Nextel's supervisor replied "Any TOM, DICK or HARRY can make a payment to your account, it could be like a Christmas gift." I responed with "it is an intrussion on my account, I don't wish to take "hand outs" from any TOM, DICK or HARRY. I have gone on with this story long enough, and beleive me I have left alot out. All in all, Nextel had given me, my mother and my sister-in-law, each three (3) different responses to our whole account situation. Not one of which coincided with each other. They give you a different response EVERYTIME you call.

Their Customer Service Dept. Was rude and sarcastic, and offered no customer satisfaction in any aspect. I finally got our pass code after explaining that I would have to seek legal assistance in the matter, they seemed to be somewhat helpful after that. My contract is up soon, and I can't wait. Unless, Nextel changes their ways, I won't be returning, nor will many of the Nextel Customers in Trevose, PA. I don't beleive that Nextel is running a legal business, or their at least walking a fine-line, a very, fine-line. Now I will probably be spending a Month going over previous statements to she if I was Charged Accordingly.

Sandra
Oakford, Pennsylvania
U.S.A.

Company: Nextel
Country: USA
State: Colorado
City: Denver
Site: www.nextel.com

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