- Report: #46439
Complaint Review: Nextel - Denver Colorado
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Nextel
www.nextel.com Denver, 80217 Colorado, U.S.A.
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Nextel Communications deceptive company ripoff rude customer service Denver Colorado
In August 2002, I contacted Nextel, in an effort to have a serving area changed on my younger sisters phone. She was going away to college in Rochester, NY, we live outside of Philadelphia. When I asked the Nextel "Rep" what my options were in order to utilize our shared planned without any service interuptions,the following choices were offered: 1) We could disconnect the service and pay the $200 cancellation fee, and this would also include cancelling my phone plus an additonal $200 ( total of $400),because we were on a shared plan, or 2) we could switch her serving area to the Rochester, NY area. Naturally I didn't want to cancel my service and our contract would be over in March 2003, I opted to switch her service area. The phones and plan are in my mothers name, she got us the phones for Christmas.
The Nextel "Rep" told me that there was a pass code on the account and until they were given the pass code they couldn't give me any more information, and that I would have to have my mother call. When my mother called and explained everything, Nextel asked her for her pass code, she didn't know it.
My mother told Nextel that when they called to verify her account and asked for a pass code number she asked not to have one, they said that it was necceassry for security purposes. She felt rushed and forced and never remebered the pass code. She had given them every other bit of information, SS#, Account#, other Phone Contact#, billing address, etc...and they would not let her access her account without her pass code. She explained that she had no idea what it was and needed information about getting a new pass code or having it mailed with her next statement. Nextel said, "That they never put pass codes on paper, so they wouldn't be able to mail it to her." Needless to say my sister left for school and we figured we eventually get the pass code and switch the plan later.
When the first billing statement came, my sisters chares were close to $350. I called her to let her know and to take it easy on the phone calls. (It was hard for her because had never been away from home, and it was a 6-7 hour trip to visit.)Now we all know that when you get your statement that its usually due right away and that you have already acquirred new charges for the upcoming bill. When the next statement came my sisters charges were almost $1800, thats right $1800.
When I called nextel to tell them that the phone needed to be cancelled, I got the same old "what's the pass code?" I said "it doesn't matter, shut the phone off." Nextel replied "we can't without the pass code verification." In turn my mother called explained that we weren\'t disputing the charges(that was just stupidity on my seventeen year old sister's part), but that the phone needs to be shut off. My mother also inquired as to why she wasn't contacted when they notice the charges going sky high?
My mother said for all you knew the phone could have been stolen and I didn't know yet, Nextel said that she didn't have that feature on her plan. My mother then asked why it wasn't offered to her. Nextel replid "take it up with your Sales Agent." Nextel also informed her that she could have suspended service on my sisters phone until she came back to the area for $5.99 a month or that we could have just cancelled my sisters phone with the $200 fee, and my phone would still resume service. This was their solution after more than $2000., in charges. After paying the bill ( a little late) and having both the phones suspended, I finally blew up. I pay for the service on the phones.
I agreed to pay my younger sisters portion while she was away at school. The service was suspended because of late payment. I finally, paid the balance due and called to see when my service would be restored. Again,"what is the pass code." i explained that I didn't want any account information or to make any changes, please just tell me when my service with be activated. I was transferred to three different people.
I asked for a supervisor, none were available, they were ALL in a meeting, nor did any of the supervisors have a direct line that I could call later, nor could I be given a number to a regional office to make a formal complaint. I have been told that same story everytime I call, and so has my mother, and everyone else I know that calls Nextel with a problem.
I finally was given to a Supervisor because I wouldn't stop calling for the whole day. I told him that NO ONE knows the pass code, we need it lifted or changed or sent in the mail, otherwise cancel both phones ASAP. His snotty remark "Mame,you can't cancel this account without the pass code, sorry." I expressed I had just paid the balance due ($1350.) from my checking account, I asked why I am able to access the account for payments, but I can't get any help from Customer Service when I have a question. Nextel's supervisor replied "Any TOM, d**k or HARRY can make a payment to your account, it could be like a Christmas gift." I responed with "it is an intrussion on my account, I don't wish to take "hand outs" from any TOM,d**k or HARRY. I have gone on with this story long enough, and beleive me I have left alot out. All in all, Nextel had given me, my mother and my sister-in-law, each three (3) different responses to our whole account situation. Not one of which coincided with each other. They give you a different response EVERYTIME you call.
Their Customer Service Dept. was rude and sarcastic, and offered no customer satisfaction in any aspect. I finally got our pass code after explaining that I would have to seek legal assistance in the matter, they seemed to be somewhat helpful after that. My contract is up soon, and I can\'t wait. Unless, Nextel changes their ways, I won't be returning, nor will many of the Nextel Customers in Trevose, PA. I don't beleive that Nextel is running a legal business, or their at least walking a fine-line, a very, fine-line. Now I will probably be spending a Month going over previous statements to she if I was Charged Accordingly.
Sandra
Oakford, Pennsylvania
U.S.A.
Click here to read other Rip Off Reports on Nextel
The Nextel "Rep" told me that there was a pass code on the account and until they were given the pass code they couldn't give me any more information, and that I would have to have my mother call. When my mother called and explained everything, Nextel asked her for her pass code, she didn't know it.
My mother told Nextel that when they called to verify her account and asked for a pass code number she asked not to have one, they said that it was necceassry for security purposes. She felt rushed and forced and never remebered the pass code. She had given them every other bit of information, SS#, Account#, other Phone Contact#, billing address, etc...and they would not let her access her account without her pass code. She explained that she had no idea what it was and needed information about getting a new pass code or having it mailed with her next statement. Nextel said, "That they never put pass codes on paper, so they wouldn't be able to mail it to her." Needless to say my sister left for school and we figured we eventually get the pass code and switch the plan later.
When the first billing statement came, my sisters chares were close to $350. I called her to let her know and to take it easy on the phone calls. (It was hard for her because had never been away from home, and it was a 6-7 hour trip to visit.)Now we all know that when you get your statement that its usually due right away and that you have already acquirred new charges for the upcoming bill. When the next statement came my sisters charges were almost $1800, thats right $1800.
When I called nextel to tell them that the phone needed to be cancelled, I got the same old "what's the pass code?" I said "it doesn't matter, shut the phone off." Nextel replied "we can't without the pass code verification." In turn my mother called explained that we weren\'t disputing the charges(that was just stupidity on my seventeen year old sister's part), but that the phone needs to be shut off. My mother also inquired as to why she wasn't contacted when they notice the charges going sky high?
My mother said for all you knew the phone could have been stolen and I didn't know yet, Nextel said that she didn't have that feature on her plan. My mother then asked why it wasn't offered to her. Nextel replid "take it up with your Sales Agent." Nextel also informed her that she could have suspended service on my sisters phone until she came back to the area for $5.99 a month or that we could have just cancelled my sisters phone with the $200 fee, and my phone would still resume service. This was their solution after more than $2000., in charges. After paying the bill ( a little late) and having both the phones suspended, I finally blew up. I pay for the service on the phones.
I agreed to pay my younger sisters portion while she was away at school. The service was suspended because of late payment. I finally, paid the balance due and called to see when my service would be restored. Again,"what is the pass code." i explained that I didn't want any account information or to make any changes, please just tell me when my service with be activated. I was transferred to three different people.
I asked for a supervisor, none were available, they were ALL in a meeting, nor did any of the supervisors have a direct line that I could call later, nor could I be given a number to a regional office to make a formal complaint. I have been told that same story everytime I call, and so has my mother, and everyone else I know that calls Nextel with a problem.
I finally was given to a Supervisor because I wouldn't stop calling for the whole day. I told him that NO ONE knows the pass code, we need it lifted or changed or sent in the mail, otherwise cancel both phones ASAP. His snotty remark "Mame,you can't cancel this account without the pass code, sorry." I expressed I had just paid the balance due ($1350.) from my checking account, I asked why I am able to access the account for payments, but I can't get any help from Customer Service when I have a question. Nextel's supervisor replied "Any TOM, d**k or HARRY can make a payment to your account, it could be like a Christmas gift." I responed with "it is an intrussion on my account, I don't wish to take "hand outs" from any TOM,d**k or HARRY. I have gone on with this story long enough, and beleive me I have left alot out. All in all, Nextel had given me, my mother and my sister-in-law, each three (3) different responses to our whole account situation. Not one of which coincided with each other. They give you a different response EVERYTIME you call.
Their Customer Service Dept. was rude and sarcastic, and offered no customer satisfaction in any aspect. I finally got our pass code after explaining that I would have to seek legal assistance in the matter, they seemed to be somewhat helpful after that. My contract is up soon, and I can\'t wait. Unless, Nextel changes their ways, I won't be returning, nor will many of the Nextel Customers in Trevose, PA. I don't beleive that Nextel is running a legal business, or their at least walking a fine-line, a very, fine-line. Now I will probably be spending a Month going over previous statements to she if I was Charged Accordingly.
Sandra
Oakford, Pennsylvania
U.S.A.
Click here to read other Rip Off Reports on Nextel
2 Updates & Rebuttals
Sandra
Oakford,Pennsylvania,
U.S.A.
My response, to Jeff - Columbus,OH
#2Consumer Comment
Thu, March 13, 2003
First, yes there was a passcode that my mother wanted waived, Nextel told her that she NEEDED to have a passcode, that she couldn't waive it (later Nextel says oh, you could have waived it - so is my mother suddenly a LIAR?). The account is in my mother's name but I pay the bill. My mother also asked them if they could call back because she was busy, Nextel told her that they really needed to complete this information ASAP, so "under the gun" my mother did a passcode and in her error didn't write down, because she was already pre-occupied with her 3 grandchildren that she was baby-sitting. Secondly, I know that my sisters charges aren't Nextels fault. Even though Nextel offered no assistance in effort to avoid this situation because I, nor my mother, knew the passcode - we weren't even allowed to cancel the service, without the passcode - not to mention that if her service was cancelled I would have to cancel my service, too and be charged the $ 200 cancellation fee for each phone. Then after the $ 2K, dollars in charges suddenly Nextel says you could have cancelled just her phone - so I was mis informed or LIED to ( deceived ). Also, when we contacted our Nextel Sales Agent she said that she had nothing to do with Nextel's passcodes, that passcodes are handled on Nextels end ( again someone was be deceiving). Finally, if a company is being payed on time and you are giving them every other bit of information that you possibly can about yourself why wouldn't they accomidate the customer with their passcode if they have made several request? They could have easily contacted my mother and given her a new passcode or sent it with the billing statement. The only way that I got the passcode was by "harrasing" them. I have to ask, that if all it takes is a little "harrasing" to get the passcode, then how secure is it anyway???? I am more aggervated with the fact that Nextel has a different answer for every problem you contact them with - I don't know what other people consider it, to me its a con artist scam! Baffle them with Bullsh*t - should be their motto. So everytime I called Nextel - I was given a different answer, even with my (secret) passcode. not to mention that they talk to you like you don't even matter. I work for the customer service unit, with a State Treasury Department,I would lose my job if I responded to the customers they way that Nextel does to theirs. I would venture to say that if Nextel loses the patent on the 2-way feature they would plunge greatly.
Jeff
Columbus,Ohio,
U.S.A.
Why is it that anytime a customer has a problem with a company, they are "deceptive" or "con artists"
#3Consumer Comment
Tue, March 11, 2003
Just out of curiosity: If #1) There is a passcode that was put on your account by your mother, most likely so you and your sister couldn't access the account and make any billing changes, yet nobody remembered it. #2) Your sister moves out of state and uses her cell phone while roaming and making long distance calls just like it is a landline phone, racking up well over 2K in charges. #3) You know you need that forementioned passcode to access your account (which any Nextel DEALER would have been able to look up for you), yet you continually called and harrassed them without it, telling them "it doesnt matter" about the passcode. How is that Nextels fault? I am a current Nextel customer and I have been since mid 1999. I must admit, in the beginning there, I had some problems in dealing with their customer service, most of which have improved drastically over the years. However, the one thing that everybody needs to realize is that these are businesses we are dealing with here, not charities. Why on earth would they call a customer to tell them that their phone bill is getting high? If they called and told me that, I would be appalled that they were monitoring my account that closely, are they returning my calls as well? They make their money by you making calls, why stop them. It is also common knowledge that Nextel service is more expensive than most of its competitors because of the 2 way radio feature built into their phones, so why was a teenage girl (the highest use group) using this phone out of state anyway?
