Complaint Review: Nextel - Carol Stream Illinois

Incident: On March 27, 2003, I received a call on my Nextel from one of their sales people. The person started the speill that my rate plan had expired on March 22 but I was still under contract untill April 27, 2003.

I told the person I would have to call them back because I could not talk then and I really had some issues that needed to be discussed.

I called the customer service department back and had them to explain to me how in the world could a plan end before a contract if I started the plan and contract at the same time. After they could not explain that one, the person so graciously terminated the contract as he put it.

I asked what type of plans were available now. He quoted me a higher priced with less minutes than I originally had. I told him I would have to think about it and call them back on March 28 because their coverage was not that great and I was not willing to pay more. I also told him that I planned to shop for cell service to see just who could offer me the best quality and quantity for my money.

On March 28, 2003 I found much better service for less money with another company.

I called them back on April 2, 2003 and told them I wanted to cancel the phone. I was forwaded to someone in the "Retention Department." The retention person conveniently offered my a lower plan with more minutes. She said it was a "new promotion." I kindly said no thank you. Then she told me she would cancel the phone on 4/22/03.

I was so aggravated by this I just said fine but the next day I decided they should provide me with an explaination as to why they were waiting until 4/22 to turn the phone off.

I talked to a person that said it stated in the contract that I signed that I would have to wait until the end of the billing cycle to get a phone turned off. I asked them to fax that contract with this condition in it that had my signature. Of course I did not get it. I was told they had my signature but they did not have the terms attached to what I signed because the authorized dealer did not forward that page to them.

I talked to a representative with the authorized dealer that sold me the telephone. The rep said they forward all of the contract to Nextel a month after it is signed by the customer. Not only that, I was informed by the dealer that my plan and contract should have ended on April 11, 2003.

I talked to a Mr. Henry Samo who is suppose to be a VP of Customer service. Told him I wanted my phone canceled as of today's date which is 4/3/03 because I have received reports from a company who say they are fighting with Nextel right now about phones cancellation request have gone unattended for 60 days. This company is still receiving bills.

Oh of course Mr. Samo did not fax a copy of the contract either.

Mr. Samo said they could not turn the phone off today. It must be turned off on the 22nd. I explained to him that I did not wish to be in the same boat as this company. I told him that Nextel better not bill me after March 22, 2003.

I see in the rebuttal section the Nextel reps say this is a priviledge not a right to own a cell phone. Can any one spell recession.

I wonder how the tv personalities would react to all the the negative feedback that is out on this company.

Just like you can pay for tv personalities. Your former customers can post in the local newpapers large ads to really tell what you are about.

And guess how many of the rude reps and VP's will loose jobs because your product will slow down in sales.

Truth be told your coverage isn't all that great.

Now we will just see how much damage can we do on the local front to you.

Kisa

Albany, Georgia
U.S.A.