Complaint Review: Libertywireless

In December of 2003 I ordered a cellualr phone and like so many other individuals I accepted the part that says if you are not eligible for service with the provider whose offer you choosing you are ok with another provider that can give you equal/almost equal service as the original.

On 01/07/04 Inphonics/Libertywireless removed the funds from my credit card for a phone, shipping/handling and first months bill. On 01/21/04 I received a phone that I did not order and I contacted them the same day and informed them.The Customer Service Rep stated the phone that I ordered was not in stock and it would not be available for 2-3 weeks. I informed her that I was returning the phone and when I inquired about the method of shipment she stated that I would have to incur those cost. She stated that the phone I ordered would be forwarded to me upon confirmation of the other phone/accessories return and the arrival of the phone I ordered into their warehouse.

When I contacted Libertywirelss regarding confirmation of my return I was informed that they had not received the phone. I tracked the phone via UPS as being delivered and emailed this information to them. Several days later I received an email confirming delivery.
After placing several more calls and sending several more emails (all of which have been personally documented. I go on to their site and choose two alternates. Notified promptly these were also out of stock. Placed a call immediately after receiving this email and requested my order be cancelled if the phone I ordered or the alternates were not available. Benny the CSR stated the phone I ordered was now in stock and it would be sent asap. I also inquired about the monthly bill since I had never activated a phone I wanted to make sure that I would not be billed for. He assured me that he was sending an email to the Billing dept. to prevent this from happening.

On 02/06/04 I received the same phone again and I called as soon as I opened the box and saw that it was the same phone. I was instructed to return the phone via RMA which had been included this time. Following my call with yet another CSR I checked my email and found an email had been sent to me while I was on the phone with Liberty wireless CS Dept and it stated that I could not return the phone because their system automatically ships an alternate phone if the phone you choose is out of stock and the only option I had was to purchase another phone. I responded immediately stating that why would I purchase a second phone when the first phone I ordered was out of stock and I was shipped a phone I didnt choose, if I purchase another and it is out of stock then I will be stuck with 2 phones I did not choose and I'll have two bills, this was stated in email and verbally. I was informed that they were sending an email to the warehouse for immediate shipment upon the confirmation of the phones return. The very next day I receive an email stating that the phone I purchased was hot lined until I paid my February bill. Having in mind I have never activated the phone that has been returned twice.

After speaking with Liberty wireless CS Dept three times on the week of 02/23/04 I was informed that they have not received the phone I returned on 02/09/04 via their RMA and their instructions. Prior to placing my last call I received another call from their Billing Dept stating that I needed to pay my bill. I did not place the phone in a mail box as instructed I took it to the Post Office, stood in line and had it scanned by USPS personnel and received a receipt with a billing# & the Clerks#. When I attempted to track the box I was informed by the USPS that since I did not pay for the boxes shipment I was not able to have it tracked. When I called Liberty wireless CS Dept and gave the CSR Jeni the Billing# she stated that I had to have it faxed to their facility. Jeni also promised that she would handle the matter regarding the calls and emails for paying the bill. Today is 03/02/04 and I still dont have my money, a phone or a resolution.

Simonea
Phila, Pennsylvania
U.S.A.

Click here to read other Rip Off Reports on InPhonic