Complaint Review: Wireless Retail - Scottsdale Arizona

We bought the cell phone at Sam's in Lansing and the agent explained the $200.00 for turning in the phone before the 2 year agreement was up. He did not explain or hint that there was also another agreement with Wireless Retail, which would have meant another $200.00 for discontinuing the service.

He spent 5 minutes with us, and we were never told who to call or go to if their was a problem. We never bought into the extra insurance, and from what I know that would not have helped. We left for FL the next day, travelled 2 days, and arrived the third day. For all three days we couldn't use the phone, the calls kepted getting "dropped". When we arrived in FL, we still couldn't use the phone. Well, we can't go back to Sam's in Michigan at this point. We went to a Charles Pope Cellular business, that was an authorized agent with our provider. She couldn't get the phone to work too. She tried many things, then called customer service who walked her through many steps trying to fix the problem. She eventually was advised to do a "market transfer number change".

We did ask if this would be an extra cost or problem, and she said "no". We said that we wanted a Michigan number, but she advised us to do another "market Transfer" after returning to Mi in 5 months. We got a new number and the phone worked somewhat, but still had problems with dropping calls and it was exasperating to say the least. When we returned to Michigan, we found a letter by Wireless Retail saying we had to pay $200.00, but as we got our letter late because of mail forwarding problems, we had one day to respond. I called Wireless, and she said she sent my file already on to a MI collection agency and would be hearing from them in 2-3 days. I asked to speak to the supervisor, and wanted to explain what happened, and to see if this could be resolved. She wouldn't let me talk to anyone, and said that she didn't know what collection agency my file was sent to.

I find this a true violation of trust and due process in handling a personal file. I went to my cell phone provider many times, and called them many times, and they indicated that they would look into it. There were some conversations, but I want a letter stating that this matter is resolved and that someone at least listened to my story, that I in no way was breaching a contract, but simply wanted a phone to work. One of the agents asked to see my phone and to my amazement, she said it wasn't programmed correctly. The triange symbol was blinking inside the store. It wasn't programmed to use the full power of the cell towers. After three months, I now have a letter from a Michigan Collection Agency saying that I have to pay $200.00. I called them and all they can say is that I owe the money and it will go on my credit report if I don't pay. I asked to talk to her supervisor or to give me the name and phone number of the supervisor of Wireless Retail so that I can talk to him/her.

I thought that he /she should review my file and story and to know that I only wanted a phone to work, and it was poor business not to have a name/ phone number to notify Wireless Retail in the very beginning. It was common sense to go to an authorized Alltel dealer, and to have trust and faith that they know what to do to get the phone to work. I did't want to turn in the phone, I simply wanted the phone to work. Now, I know it wasn't programmed correctly to start with. I never knew that a market transfer would be bad advice, after questioning the agent about it. I have written letters to Wireless, Michigan Collection Agency, and two other offices.

I expect a response, a written response because of mistrust of their business tactics. We are now entering the the ninth month, and I fear it will end up in the credit report which is hard to erase and get good credit. Even if I did end up paying the money, how can I trust that this matter has really been resolved? I need some reassurance that my story has been heard and reviewed properly. I now know how others feel. The fee is too much to start with, and a dual contract was never explained, and from the things I've read about cell phone insurance, that is not ethical, when Wireless doesn't pay the insurance company...why should they provide service? It is just another fee that wouldn't help consumers when they need it. some ideas on doing business: train all the agents in all the states properly.

Make sure they speak about the two agreements, on one contract. Usually, most people take notice of one agreement, and not two hefty fees($400.00) altogether, if your phone doesn't work. Give the name, phone number of Wireless Retail supervisor so this can be resolved. My provider has nothing to do with it. However, it should be noted that I still have the same provider and same phone. Wireless Retail is who I am disappointed in and there must be a better way to handle consumers.

Kathy

Okemos, Michigan
U.S.A.

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