- Report: #65762
Complaint Review: Nextel - Denver Colorado
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Nextel
Po Box 17990 Denver, 80214-0990 Colorado, U.S.A.
Phone:
800-639-6111
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Nextel Monthly Bill increase without a reason Denver Colorado
*UPDATE Employee: Do you know what you are talking about
*Consumer Comment: This is typical of Nextel Employees-NO RESPONSIBILITY
*Consumer Comment: To the Nextel Employee that receive .....complaints per day.... just another tactic to control customers!!
*Consumer Comment: if that's the way you act towards care reps, of course you will get a bad response
I contracted with Nextel Communications for 2 phones in May 2003.
It took 3 weeks to get 1 phone to work and a manager from nextel to the owner of the company who sold the phone to me to get the non working phone exchanged.
I get a discount as an Employee of GE.
This month my bill was $149.30 and it should be $118.42.
I called Customer Service to get an explanation and was told that I needed a password, which I cannot remember. Then , I was told that nothing could be done,ever without my password. I told the rep that in that case I would cancel the contract which she said go ahead.
Later, I went to the local Nextel Office in Houston, Tx and was told that this is a common problem since most of the customer interface people are contract and not Nextel Employees.
As it stands now, I am paying my normal monthly bill. The difference will have to be worked out in court.
What do you suggest?
Marvin
houston, Texas
U.S.A.
It took 3 weeks to get 1 phone to work and a manager from nextel to the owner of the company who sold the phone to me to get the non working phone exchanged.
I get a discount as an Employee of GE.
This month my bill was $149.30 and it should be $118.42.
I called Customer Service to get an explanation and was told that I needed a password, which I cannot remember. Then , I was told that nothing could be done,ever without my password. I told the rep that in that case I would cancel the contract which she said go ahead.
Later, I went to the local Nextel Office in Houston, Tx and was told that this is a common problem since most of the customer interface people are contract and not Nextel Employees.
As it stands now, I am paying my normal monthly bill. The difference will have to be worked out in court.
What do you suggest?
Marvin
houston, Texas
U.S.A.
4 Updates & Rebuttals
Alex
Salem,Oregon,
U.S.A.
if that's the way you act towards care reps, of course you will get a bad response
#2Consumer Comment
Thu, November 20, 2003
Marvin, if that's the way you act towards care reps, of course you will get a bad response. Nextel uses what is called "Ensemble". It's the same billing system that T-Mobile uses (which is called Samson), using the same software base called "Customer Service Management". I don't buy the "They couldn't explain why the bill was so high" is bull. They have the ability to pull up three months of bill images, usage, and so on, and see the differences between the two. So either you got one CSR who was being trained and didn't quite know how to use the billing system, or you're lying, exaggerating, and generally being a baby, which is typical of the people here. Given your extremely poor attitude, I believe it's the latter.
Debra
Galesburg,Michigan,
U.S.A.
To the Nextel Employee that receive .....complaints per day.... just another tactic to control customers!!
#3Consumer Comment
Thu, September 18, 2003
Hey! I had that problem as well! I called customer relations regarding my overcharged bill and they asked me for my passcode. I flipped out because I had no idea what they were talking about. Finally, the person I was speaking with reminded me of a prior phone call that I had evidently made and we talked about putting a security code on my account. I yelled at the employee and told her that I still didn't remember what "passcode" I gave them as I had no idea it was something I had to use all the time. It took me a good 2 weeks before I got the right employee that would take my complaint to heart and work with me. She hinted to me until I remembered what I may have given to them. I'll tell you! This brings memories back! I will never forget the rude employee remarks, the hang ups etc. that caused so much anger that finally when I did get a humble employee I took it out on her. She continued to keep her disposition and helped me. This is just another tactic to control customers!! I wish I could give constructive advice, but as I am having serious problems and this was one-at one time (thank you for reminding me) I am helpless as well. I am supporting you as a customer that understands your frustration. Beware, after so many calls into Nextel, one day you will receive another eronious bill and they will not help you. Once the bill becomes a certain amount they will not work with you period.
Marvin
Houston,Texas,
U.S.A.
This is typical of Nextel Employees-NO RESPONSIBILITY
#4Consumer Comment
Tue, August 19, 2003
In reponse to the nextel employee-the password is used in many situations but it never denies a person access to their account-unless in Nextels case they over charged me and by not allowing access to my account then I will not be able to dispute it. I have checke dmy bill along wiht a Nextel Sales Rep and there is no REASON FOR THE INCREASE IN PAYMENT. BY THE WAY PER MOST NEXTEL SALES PEOPLE THIS IS A COMMON PROBLEM WITH NEXTEL- MARVIN MICHAEL MADDOX NEXT TIME BEFORE OPENING YOUR MOUTH AND LETTING OUT SENSELESS SOUNDS - YOU SHOULD CHECK OUT THE FACTS-WHICH YOU DEFINETELY DID NOT DO IN THIS CASE
Joe
Belton,Texas,
U.S.A.
Do you know what you are talking about
#5UPDATE Employee
Mon, August 18, 2003
You stated that your rates went up on your last statement but why? Look at your bill and see why it went up. You may have went over your rate plan minutes. There are alot reasons why you bill could fluctuate. The reason why you experienced a hard time accessing your account without knowing your passcode is because we have a strict passcode policy. This policy is for the customers benefit. It is to ensure that only authorized idividuals call in to make changes or receive information. If you cant appreciate this then you have never had anything fraudulant happen to you. If the customer care rep was rude then that is unacceptable but you have to know that customer care reps talk to hundreds of people a day that are upset at the reps because the customer went over their rate plan or cant remember their own passcode. It is not the fault of the rep and it does get old hearing people accuse you over and over for something the customer did or did not do. I have worked at Nextel going on 2 yrs and I have heard alot. I have seen where Nextel has messed up but the vast majority of customer complaints is caused by neglect on the customers part or the customer just doesnt understand something. I know this is true because I work in the deactivation department now and I hear every complaint 20 times a day. People in this world just like to pass the blame on to some one else so fast..... Good luck with your situation ...... By the way My Nextel accout is passcode protected and if I ever call in without it, the rep on the other end better give me a hard time so I know they are doing their job!!!! think about it!!!!!
