LET ME TELL YOU ABOUT NEXTEL!

I have had a Nextel phone since 2003 approximately. I started my account through the Police Dpt. I work for and later on I opened my own account.

I was advised by Nextel that I could use two additional lines in a family plan for the same price I was paying before, so I decided to use one of the lines for my son.

The plan was 1,400 minutes per month, free incoming calls, nights (after 7pm) and weekendes free, free nation wide long distance and free use of the direct connect.

The next time I called was because the bill did not reflect what the Customer Service Rep. had advised me it was going to be.

Fortunately I got a hold of a very professional Rep. named Susan, who not only helped me out making three lines with a second Rep. named Jeff in order to reduce my bill (after apologizing numerous times), but also advised me that my plan was only 1,300 minutes and I did not have free incoming calls.

She also advised me that in order to compensate the lost of the free incoming calls she recommended me to add minutes to the plan. The cost, she said would change from around $80.00 to $130 approx. since I have decided to add the second line I had been offered before for my daughter.

I repeatedely asked Mrs. Rogers to reassure me that the total cost of the plan would be around $130.00 per month, and she did. I advised her also that I did not want to find any more "surprises" or different amounts on my bill next time. She, again, reassure me: "The total cost of your plan is going to be approx. $ 130.00". She also sold me a phone which cost was $ 53.00 (Later on while checking my account I found out Nextel had taken $ 65.00 instead).

After that conversation I checked every day the minutes used in my plan via automatic Nextel Service. I made sure I called twice for the balance which I was advised by two different Reps. it would be approx. $42.00 due by the end of January.

According to Mrs. Rogers the new plan for 2100 minutes would kick in starting Feb. 07th.

On Feb. 13th I received a bill for $ 354.00 showing a previous balance of $293.00 approx. I called Nextel and tried to get a hold of Mrs. Rogers, which of course: "was not possible". I asked to speak to a supervisor and I waited for a long time on line until someone came to the line.

This person advised me that he would give me a credit and the bill would go down to approx. $255.00. When I advised him that was not right either, because I was only due for $ 42.00 (previous balance I was advised before) and the new plan $130.00 he switched into a very rude attitude and I lost it.

I told him Nextel had no right to treat its customers that way and that I would write to report them.

Unsecure of this conversation I called back to confirm the credit on my account he had mentioned. Amazingly another young man with the same attitude advised me that I had to pay the $345.00 and that the credit would be applied on my next bill.

By then I realized that I needed to speak to another supervisor before this would go any further so I called for the third time, praying that someone with some common sense would answer the phone this next time.

A Rep. called Josh answered my call and stated that: "This was the third time they explained this to me" and with a completely uncalled arrogance advised me that there were prorrated charges by switching from one plan to the other one that I had not been informed of and that my next bill would be around $ 255.00 approx.

It's a shame the way customer are trated in this country. The companies make you wait for hours on line even when it's about mistakes they make! Customer Service Reps, apparently are not trained for customer satisfaction at all, they are rude and have no common sense either. Instead of solving a problem, they just read whatever they see on the screen. No wonder so many people are switching to pre-paid phones. Who wants surprises every time you get your phone bill?

I felt like some kind of criminal when I called Nextel. I want to comply with my payments but this is ridiculous! I even believe that when you ask to speak to a supervisor they just pass the phone to another Rep. I just cannot believe someone with supervisor skills would treat so bad the people that all along, is the reason why they have a job in the first place