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 unhelpful employees
Posted Fri December 1, 2006 1:05 am, by mia c. written to Nextel Communications
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I have had cellular service with Nextel for almost three years. I have had minor problems with equipment and dropped calls, that one would experience with any cellular company. My current issue is that, I recently realized I have been getting charged incorrectly for text messaging. When I called "customer service", I was not only put on hold for about fifteen minutes, there was no real attempt to appease me. I was told however, by a supervisor that my request to change billing for text was made June 17th 2005. And that I should have checked my bill prior to my call. I felt as though i was being misjudged for not realizing, their error. No apology. I understand that it has been over a year, but my bill has been paid. And a customer service rep should never treat any paying customer in this manner. My service contract has expired, and I am currently looking for another provider.
I would like to speak with a manager. I'm a retail manager, and understand importance of reaching out to each customer. I would also like to be credited for the problematic experience.
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by DragonflygrrlTheGreat Posted Fri December 1, 2006 @ 10:30 AM
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Are you saying that you asked them to change it last summer, but they
never did? And that you just recently noticed that the change never
got made? That being the case, they really ought to refund that
money, especially since they have supporting notes in the system that
the request was made. However, I'm not sure if they are legally
required to do so, since it could be that your payment of the bill
without argument somehow signifies consent (I don't know that to be
the case, just a speculation for why the supervisor responded as he
did.).
My only problem with this letter is that your complaint is a bit
confusing. Maybe it's just that I am still half asleep, but at first
reading I thought you were referring to the June 17th 2005 incident as
the "recent" incorrect billing issue you just called in about. So my
reaction to your letter was significantly different at first. If this
letter doesn't get results, you may want to rewrite it chronologically
so it says something like this:
"On June 17, 2005, I requested that the text messaging package be
removed from my account (or whatever it was). I assumed this had been
done at the time. When I looked at last month's bill (or whenever it
was), however, I realized I was still being charged for a package I
did not want." This way, it is clear in what order everything
happened. I hope that something can be done. Good luck! :)
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