Complaint Review: Nextel - Sprint

I usually have no problem with Nextel, but that is not the case today. Usually I just use my phone, pay my bill, and there is no problem. Well last month I left the country and went to Canada. I was wondering if there was a plan where I could communicate between loved ones back in the United States. The service representative said there was such a plan at a rate of around $10.00 a month. This plan would allow me to continue to direct connect between the United States and Canada at the rate my plan allows. My plan was unlimited direct connect; therefore unlimited direct connect is what I would be allowed without any other charges if I paid the initial service fee. I asked the service representative if the people I talk to need to sign up for the plan if they key-me-up. The person I was talking to said, NO.

This is very important to this complaint because when I came home my fiancee received a bill for $595.00. Of course, I was surprised and immediately called up Nextel to ask about the bill. At first, they were nice, but soon their tone of voice turned rude. Which in turn made me upset, but I tried my hardest to explain the situation without getting out of hand. I do pat my self on the shoulder that I did not say any curse words. After the first representative would not help me and kept repeating herself, she pawned me off to her supervisor. The supervisor had this tone of voice that I will describe as someone that knows it all and is never wrong. He really did not care about my problem and continually attempted to get off the phone with me. In fact, he actually admitted once in the conversation that he did not care.

Therefore, I am writing this to inform anyone that does have Nextel. I do not want anyone to have the same problem. So remember both people have to have the plan if the person in the United States wants to direct connect you. Now I should warn you of the defense Nextel will have if they decide to make a rebuttal. I want the reader to know the real fact of how Nextel works in a situation similar to mine.

They look at NOTES that previous representatives take while talking to you. Whatever they read in the NOTES, it is like GOLD to them. If the NOTES state something was said to a customer than it is fact to Nextel. Repeatedly the customer service and supervisor representatives told me what the NOTES said. Now the NOTES they would tell me makes it lead to believe that they told my fiancee that she needed the International plan too, but that is untrue because she was inquiring the information for me. Therefore, they told her I would need the plan and not her, but the notes misrepresent that fact. Maybe there was confusion.

What is important though is I made a phone call while I was in Canada. I talked to a Nextel representative and told him I would like to order the plan. I asked him if the people direct connecting me would need the international plan, and he told me NO. Today, I asked the Nextel supervisor where the NOTES on that conversation are. Of course, that representative did not make NOTES and the supervisor had no answer for me, but the supervisor made continual attempts to try and get off the phone with me and insist that I am wrong and the bill is correct and the my fianc was told she would need the international plan.

I pleaded with the supervisor that if we were correctly informed we would have added the international plan to both phones instead of paying $600.00. He did not care and eventually hung up the phone on me. I did not experience great customer service! Nextel has no defense but to twist the truth and state that they told me fiancee the facts and that is untrue. Therefore, do not listen to any rebuttal by Nextel on this situation. I think I made the situation very clear, and if Nextel actually did make a rebuttal it would probably be more effort made on their part then they made to fix my problem. Which they did not fix and I am stuck with the bill. My contract is up and I will cancel my service today. I hope this helps inform someone.

Brian
Bridgeton, New Jersey
U.S.A.

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