Complaint Review: CellularOne

On October 19, 2007 I filed an assumption form to have my son taken off my account & to set up his own. On November 13, 2007 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 2002, 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?

Karen
Duluth, Minnesota
U.S.A.