- Report: #17685
Complaint Review: VoiceStream - Bellevue Washington
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VoiceStream
12920 SE 38th Street Bellevue, 98006 Washington, U.S.A.
Phone:
800-318-9270
Web:
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VoiceStream WILL rip you off! Bellevue Washington *UPDATE ..the crappiest providers I've ever encountered
Well, I think my converstaion with the "Customer Care Specialist" speaks for itself.
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Question
---- 03/21/2002 12:41 PM Customer wrote -------------------------
Hello, I have already called customer service about this a couple times. They determined that my phone # was being used somehow by someone else. They were saying that I called Orlando and Chicago and that was why my bill is so high. I have never called either of those places. I don't know anyone who lives in either of those places, plus, I was supposed to have free long distance anyways, so if I did call them, it shouldn't have made my bill that high. So, they (customer service) switched my number recently, but the lady said that I still have to pay for these calls that I did not make. That is outrageous and I cannot afford to be paying for that. I would never rack up my bill that high because I know that I cannot afford it. I should not have to pay for someone elses mistake or phone calls. Can this please be resolved?
Plan Charges $89.98
Call Charges $334.7
Taxes $68.04
One Time Charges $20.0
Adjustment $0.0
Total: $512.72
---- 03/22/2002 07:30 AM Customer wrote -------------------------
Also, at the time that those calls were supposedly made, my number was ###-###-4847.
---- 03/22/2002 09:24 AM VoiceStream wrote ----------------------
Dear Customer,
Thank you for taking the time to contact VoiceStream Wireless. After reviewing your account information all calls made and charges billed is correct.
If you have any other comments, questions or concerns, please feel free to contact us anytime.
Thank you for choosing VoiceStream Wireless.
Sincerely,
Vanessa
Customer Care Specialist
VoiceStream Wireless
---- 03/25/2002 06:01 PM Customer wrote -------------------------
That is impossible. Those calls were not made from my phone. I have it with me all the time and I know I did not make them. And, like I said, even if I was going to be charged for this mistake, my plan (according to the sales person) had free long distance.
---- 03/26/2002 06:58 AM VoiceStream wrote ----------------------
Dear Customer,
Thank you for taking the time to contact VoiceStream Wireless.
We do apologize for any inconvenience brought upon you by this matter, and have taken the steps necessary to resolve this matter. At this time, we are considering the issue resolved and will no longer be able to correspond with you on this topic. If there is another problem you are experiencing; we would be more than happy to assist you.
If you have any other comments, questions or concerns, please feel free to contact us anytime.
Thank you for choosing VoiceStream Wireless.
Sincerely,
Vanessa
Customer Care Specialist
VoiceStream Wireless
---- 03/26/2002 04:51 PM Customer wrote -------------------------
Ok, if I am being billed for a mistake on your end, I wouldn't say that it has been resolved. But apparently that is what Voicestrem considers resolved. Thank you for making my decision on what provider to have my next contract with easier.
J.
Joliet, Illinois
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Question
---- 03/21/2002 12:41 PM Customer wrote -------------------------
Hello, I have already called customer service about this a couple times. They determined that my phone # was being used somehow by someone else. They were saying that I called Orlando and Chicago and that was why my bill is so high. I have never called either of those places. I don't know anyone who lives in either of those places, plus, I was supposed to have free long distance anyways, so if I did call them, it shouldn't have made my bill that high. So, they (customer service) switched my number recently, but the lady said that I still have to pay for these calls that I did not make. That is outrageous and I cannot afford to be paying for that. I would never rack up my bill that high because I know that I cannot afford it. I should not have to pay for someone elses mistake or phone calls. Can this please be resolved?
Plan Charges $89.98
Call Charges $334.7
Taxes $68.04
One Time Charges $20.0
Adjustment $0.0
Total: $512.72
---- 03/22/2002 07:30 AM Customer wrote -------------------------
Also, at the time that those calls were supposedly made, my number was ###-###-4847.
---- 03/22/2002 09:24 AM VoiceStream wrote ----------------------
Dear Customer,
Thank you for taking the time to contact VoiceStream Wireless. After reviewing your account information all calls made and charges billed is correct.
If you have any other comments, questions or concerns, please feel free to contact us anytime.
Thank you for choosing VoiceStream Wireless.
Sincerely,
Vanessa
Customer Care Specialist
VoiceStream Wireless
---- 03/25/2002 06:01 PM Customer wrote -------------------------
That is impossible. Those calls were not made from my phone. I have it with me all the time and I know I did not make them. And, like I said, even if I was going to be charged for this mistake, my plan (according to the sales person) had free long distance.
---- 03/26/2002 06:58 AM VoiceStream wrote ----------------------
Dear Customer,
Thank you for taking the time to contact VoiceStream Wireless.
We do apologize for any inconvenience brought upon you by this matter, and have taken the steps necessary to resolve this matter. At this time, we are considering the issue resolved and will no longer be able to correspond with you on this topic. If there is another problem you are experiencing; we would be more than happy to assist you.
If you have any other comments, questions or concerns, please feel free to contact us anytime.
Thank you for choosing VoiceStream Wireless.
Sincerely,
Vanessa
Customer Care Specialist
VoiceStream Wireless
---- 03/26/2002 04:51 PM Customer wrote -------------------------
Ok, if I am being billed for a mistake on your end, I wouldn't say that it has been resolved. But apparently that is what Voicestrem considers resolved. Thank you for making my decision on what provider to have my next contract with easier.
J.
Joliet, Illinois
7 Updates & Rebuttals
D.
Joliet,Illinois,
U.S.A.
Account closed ..THEY WILL KEEP YOUR MONEY!
#2Author of original report
Mon, July 07, 2003
This update is a little late. But, I did get my account closed. They removed any remaining balance owed. However, I did not get the money that I did pay them (and shouldn't have paid them) back. If there is ever any problem with your bill, do not pay more than your normal bill until the problem is resolved. THEY WILL KEEP YOUR MONEY!
Update
#30
Mon, July 01, 2002
Well, just an update to this report on one of the crappiest providers i've ever encountered or heard of.
2 parts here.
1. This doesn't really have to do with the problem, but I was offered a job a the local Voicestream dealer in my area. I refused it of course. I wouldn't work for a place like this if my life depended on it.
2. Well, they did it again. Another $300 + bill. This is such bull. I cancelled my contract and paid their d**n cancellation fees and am working on paying my scandalous bills. I don't know if Voicestream is the worst provider, but I know that they are definetly not one that I would ever use again or recommend to anyone.
#40
Mon, April 01, 2002
"1. you did it, you used too many minutes, roamed where you're plan does not cover, et cetera."
No, I positively did not use too many minutes or roam. I have been on my plan for a few months now and have always had plenty of left over minutes. The month that those charges were added to my account, I hadn't called anyone that I don't usually call (local #'s) and I hadn't been anywhere out of my home area.
"2. human error, the stupid rep did not know what they were doing, we are more than happy to correct this for you."
Yes, that may be true. However, should the customer be paying for the reps mistakes? I don't think so. And besides that, the bill is just totally wrong anyways.
"3. system error, our computers (which sometime mess up just like the ones where you work)made a mistake, we are more than happy to correct this for you as well."
That is a possiblity, but it doesn't appear that you guys (VoiceStream) will do much about that. As of right now, I strongly believe VoiceStream has many (more) problems (than other service providers) to straighten out.
#50
Mon, April 01, 2002
"1. you did it, you used too many minutes, roamed where you're plan does not cover, et cetera."
No, I positively did not use too many minutes or roam. I have been on my plan for a few months now and have always had plenty of left over minutes. The month that those charges were added to my account, I hadn't called anyone that I don't usually call (local #'s) and I hadn't been anywhere out of my home area.
"2. human error, the stupid rep did not know what they were doing, we are more than happy to correct this for you."
Yes, that may be true. However, should the customer be paying for the reps mistakes? I don't think so. And besides that, the bill is just totally wrong anyways.
"3. system error, our computers (which sometime mess up just like the ones where you work)made a mistake, we are more than happy to correct this for you as well."
That is a possiblity, but it doesn't appear that you guys (VoiceStream) will do much about that. As of right now, I strongly believe VoiceStream has many (more) problems (than other service providers) to straighten out.
#60
Mon, April 01, 2002
"1. you did it, you used too many minutes, roamed where you're plan does not cover, et cetera."
No, I positively did not use too many minutes or roam. I have been on my plan for a few months now and have always had plenty of left over minutes. The month that those charges were added to my account, I hadn't called anyone that I don't usually call (local #'s) and I hadn't been anywhere out of my home area.
"2. human error, the stupid rep did not know what they were doing, we are more than happy to correct this for you."
Yes, that may be true. However, should the customer be paying for the reps mistakes? I don't think so. And besides that, the bill is just totally wrong anyways.
"3. system error, our computers (which sometime mess up just like the ones where you work)made a mistake, we are more than happy to correct this for you as well."
That is a possiblity, but it doesn't appear that you guys (VoiceStream) will do much about that. As of right now, I strongly believe VoiceStream has many (more) problems (than other service providers) to straighten out.
#70
Mon, April 01, 2002
"1. you did it, you used too many minutes, roamed where you're plan does not cover, et cetera."
No, I positively did not use too many minutes or roam. I have been on my plan for a few months now and have always had plenty of left over minutes. The month that those charges were added to my account, I hadn't called anyone that I don't usually call (local #'s) and I hadn't been anywhere out of my home area.
"2. human error, the stupid rep did not know what they were doing, we are more than happy to correct this for you."
Yes, that may be true. However, should the customer be paying for the reps mistakes? I don't think so. And besides that, the bill is just totally wrong anyways.
"3. system error, our computers (which sometime mess up just like the ones where you work)made a mistake, we are more than happy to correct this for you as well."
That is a possiblity, but it doesn't appear that you guys (VoiceStream) will do much about that. As of right now, I strongly believe VoiceStream has many (more) problems (than other service providers) to straighten out.
Michelle
Atlanta,Georgia,
A Word to The Wise
#8UPDATE Employee
Wed, March 27, 2002
I would like to begin this commentary with a question to all those consumers out there who feel ripped off.
Do you REALLY think that there is some kind of conspiracy among companies to conjure up ways of of screwing you, the customer, over? I assure you that there is not. There are 3 reasons for all those extra charges on your bill, I will list them in order of most likely.
1. you did it, you used too many minutes, roamed where you're plan does not cover, et cetera.
2. human error, the stupid rep did not know what they were doing, we are more than happy to correct this for you.
3. system error, our computers (which sometime mess up just like the ones where you work)made a mistake, we are more than happy to correct this for you as well.
Sometimes there is a blend on 2 or more of these reasons. In general, we, as your customer service representative, want to save you money, correct your bills, and our overall goal is (and this may shock you) to prevent you from EVER having to call us again. The worst words I can hear at the beginning of a call is, "This is my nth time calling."
The thing is, just like you, we too are consumers. We have our own list of bad customer service experiences and we strive NOT to be yours. Sometimes you leave us no choice.
I'll give you an example. Say you are on a $20 plan that gives you 100 minutes a month. This is great for you, you do not want to pay more than $20 a month for your cell phone which you are still considering a luxury. Everything is wonderful until you get your bill. All of a sudden, you see $150 in call charges. Well, where in the hell did this come from. So, before you even have the bill entirely out of the envelope, you dial up 611 just as fast as you can.
The call goes as follows:
Me: thank you for calling Voicestream where you get more, my name is Michelle, rep id 111111, how may I help you?
You: Yes, I just recieved my bill and would like to know why it is $200.
M: Well, I'd be happy to take a look at that for you,
sir/ma'am, I'm showing that you used 475 minutes and your plan only allows for 100, it is .40 per minute that you go over. Since you went over by 375 minutes, that is an extra $150.
Y: What!!! I know I did not use that many minutes.
M: I'm sorry if there is a mistake, perhaps you can review the list of calls that we have provided you and tell me which ones you feel you did not make.
Y: Well..Uh..(more stammering)...I just don't see how I could have used this many minutes.
M: Perhaps we can find a better plan better suited to your needs, I know you were only looking to pay $20 a month but if you are going to use this many minutes, you are better off going to higher plan, it does end up saving you money. I suggest the Get More 39.99, it will give you 500 whenever minutes, Unlimited weekend minutes, and free long distance as well as free roaming.
Y: I don't know, I'll call back
Now I'm not saying that every call goes this way, but out of the 100 or so I take a day, I would say about 30 turn out something like this. As far as billing errors on our behalf, about 98% of the time,these issues are resolved quickly and without trouble. Sometimes, a few unlucky customers slip through the cracks. We are sorry. Every rep who has to listen to our customers complain learns the value of doing the job correctly and efficiently. We are there to correct mistakes and take verbal abuse. Sometimes very warranted abuse. Sometimes not.
We are the customer service representative, and we DO care about your problem, we DO want to resolve it as quickly as possible. We use the tools we have available to us to make your life as easy as possible because that, in turn, makes our jobs much easier.
And to all of you who read these reports to determine what companies are "bad", keep in mind that Voicestream is part of a company with 67 MILLION customers worldwide. Do the 20 or so complaints on this site really tell you what kind of company voicestream is?
