I can't tell you how much bad customer-response Voicestream has been getting lately. Right in the middle of MY dispute with them, they fired their outsourced customer service company. So in my eyes, they're admitting that they made SERIOUS mistakes.
So far my dispute (where Voicestream illegally withdrew over 700 dollars from my bank account) is still unresovled. They have even had their lackeys be rude to me. I am filing with my lawyer.
Here's my report:
July 31
VoiceStream Customer Care
PO Box 37380
Albuquerque, NM 87176-7380
Dear Voicestream-
I wish to lodge a complaint regarding the level of service I have received in the past 6 months. I have been terribly dissatisfied, and no one has helped this situation at all. I have not been treated as a customer should, and I would now like some reciprocity.
ISSUE 1: I called several months ago to activate the international calling access on my phone. I was told that they would need to run another credit check on my (which I wasn't too delighted about, but agreed to anyway), and that someone would have to call me at my home on a landline to verify my information. I then told the customer service associate that my Voicestream phone was the only phone I owned. I am a highly mobile person, and do not require a landline. I was told I would then not be eligible for access. I suggested several alternatives, such as arranging a time frame in which they could call me at a landline, and was told that they simply didn't do that. Since I understand that your protocol and simple knowledge may limit customer service associates' helpfulness in this matter, they could not provide me with a phone number for the contractor who provides this international access, nor the number for the Voicestream Corporate Headquarters. If your outsourced customer service is so out of touch with its hired corporation, perhaps you should rethink the whole outsourcing concept. I have no thoughts of resolution in this matter, as I have already terminated my service. I just thought that I would suggest that you find a way to give cell-phone based individuals a way to call internationally.
ISSUE 2: A while back, I called to change my rate plan. I had changed my rate plans with Voicestream several times in the past, with the only obligation for me being that I had to commit to the plan for a year from the date I switched. I had absolutely no problem with that. Because I believed I would be traveling a lot for work in the next 6 months, I decided to change to a nation-wide long distance plan. I went online, read through the service agreements, and signed up. When I realized a few weeks later that I was not going to be required to travel with my work, I called to change back to my previous plan - completely willing to re-sign for another 12-month period. When I called customer service, I was told that I had signed up for a 6-month commitment and there was absolutely no rate-plan switching in that 6 months. I checked the legalese at your website, and there is no difference in the legal notices between the plan I had before (Get More - $39.99 per month) and the Nationwide plan (600 minutes, $59.99). This being the case, I gained the obviously false impression that the two programs were similarly structured. My past two bills were over $300 each, because I am not able to switch back to my old plan.
ISSUE 3: Because of the disputed charges, I called to have the Easy Pay program disabled on my account. Two weeks later, a HUGE amount of money was withdrawn by your corporation (an amount which reflected even a charge I had already paid). It was an unauthorized withdrawal, and when I called to have it refunded, the financial department would not refund the entire amount to me. This amounts to theft. I have enclosed a timeline of what has happened with this in the past few days. I have contacted my bank and alerted them of the illegal withdrawal, and they have assigned an investigator to my case. I will also get my lawyer involved if this is not resolved in a timely manner.
This is what I want to see resolved: First and foremost, you must credit back to me the entire amount illegally withdrawn from my bank account along with any associated overdraft fees and late charges from other institutions. Also, because I was told for so long that I was not allowed to switch back to my old plan, I want you to go back to the beginning of my nationwide long distance plan, and recalculate it using the parameters from the Get More plan (600 minutes, 2,000 weekend minutes). I then wish to be refunded the difference on all months charged on the Nationwide-calling plan. I have paid the first $300 bill (or rather, Easy Pay paid it for me).
Please understand that I fully intend to pay for the phone calls I made - but only in a manner that is equitable. I am not trying to get free cell phone service from you.
As an added point, I have cancelled my service because I am moving to an area your company does not service. The customer service associate who deactivated my account did so in the middle of our call. We were in the middle of discussing the waiver of the cancellation fee when it cut out. So I need to know if that fee was waived (which I was told the day before that it would be immediately waived when I cancelled my service), as the associate helping me to deactivate my phone didn't seen to think that he could waive this fee immediately. I moved to California last year and had no problems deactivating my account and waiving the termination fee.
As a previous Utah-based Voicestream customer for several years, I was more than happy to reactivate my relationship with Voicestream when I moved back to Utah from California. I had always been treated with the utmost respect from helpful and empowered customer service associates. Since my return, I have had a completely different experience with your corporation.
I shall include my billing information below.
Sincerely,
Xxxxxx
Acct xxxxxxx
Please send mail to the following address:
Xxxxxx
Cc: xxxxxxx... Attorney...
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