• Report:  #3906

Complaint Review: Voicestream - Nationwide

Reported By:
- Tempe, Arizona,
Thu, November 23, 2000

Nationwide, U.S.A.
Cellular Phone Companies
Tell us has your experience with this business or person been good? What's this?
I closed my account mid May 2000. I had an overpayment of $23.11. I inquired about when this refund would be sent and was told I would have to wait two billing cycles. I received statements in June and July and August showing this credit.

By the end of Aug when I hadnt received the refund I called again. I was trasnferred 8 times and spoke to 5 different people. I was then told I would have to wait 5 (five) months for the refund as that was complany policy. I told them that was not acceptable and that the time length was not what I had been told all along.

Customer Service was rude and short each time I called. When I asked to speak to a manager or supervisor I was told to hold. When the girl came back to the phone she informed me that "he" said he was "entirely to busy to come to the phone". I about flipped my lid. I told her I would hold and she stated he was helping other customers.

I was then transferred (#9) to a Ken in financial services. He at first stated he didnt undertand why I hadnt got the refund. Put me on hold and came back to say I had to wait 5 months. Then came back and said it was being looked at for a possible refund as of 8-26-00. Stated I should receive the refund in 14 days. I asked for his number to call him directly when I didnt receive the refund as I was sure I wouldnt at this point. He gave me the number 1-888-310-8471 ext 22468. When I called this number back it can only be accessed with a current account thru Voicestream. As i had told them numerous times my account was closed in May (over 3 months prior) therefore I was not able to access Ken in finanical services when the refund did not come.

Mid Sept I called again (no refund received). I was transferred x9 times. Spoke to 4 people. Asked for finanical services and was told no such department. I was even told at point there was no such account for myself. Eventually got to a gal that was fairly nice by the name of brooke. She stated according to my account a check was mailed on 8-26-00 and I should have received it. When I told her I hadnt but that I had been receiving statements monthly showing the overpayment she told me she would process an internal audit which would take x2 weeks. A new refund check would be issued x2 weeks after that.

All and all I have spent approximately 4 total hours on hold. I have a list of 6 numbers I have been given to call and a list of 8 names. Some refused to give their names (including the supervisor who was to busy although eventually I did get his first name-Markus-. When I asked for an apology I was told she wouldnt apology for what other people had said or done. This is total pass the buck.

I have asked for copies of the original refund check or even the check number but they say they wont release that information. That is because it doesnt exist.

I too was disconnected yet no one called back. I was told how short handed they are and how many phone calls they handle in one day blah blah blah. A simple apology and my refund seems only fair as a long term, good credit customer.


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