Who can help with this?

I just cancelled my nextel contract and had to pay $200 for early cancellation fee plus $25 for porting my phone number. What I didn't expect is for them to charge me another $200 for my second line which had no plan and was pay as you go which a nextel rep had told me could be cancelled when ever I wanted. Now they are doing this extra charge on my last bill. How can I go about this and tell them that the rep back at that time told me that there was no cancellation fee. Also if you take a look here http://www.nextel.com/en/services/ca...nateline.shtml where the guidelines are at the buttom, there is no early cancellation fee notice. I am surely not gonna pay that if they insist, it was their mistake telling me false advice on the second line. Any of you heard of any of this cancellation fee for the second line? Or what can I do becasue of that mistake in their part?

dja2k

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Call Nextel, and explain what happened, and hope you get a understanding CSR, lol.

Wow, I guess Nextel considers this an "add a line", subject to an ETF.
Fine Print:
"Other terms: Nextel reserves the right to modify or terminate this offer at any time. Offer may not be available in all markets. Other conditions may apply. Read service agreement for details."

They can make up the rules. Do you you have anything in writting about being able to cancel at any time. I would be polite but really make a stink about this with many calls to naxtel until this gets resolved. Do you know the name of the rep or store that told you this? Name dropping can be effective. Good luck!

Called Nextel today after waiting for about 15 minutes, I got a live rep on the phone. She was being kind of rude at start saying for me to calm down and for me to let her review the account before I started to argue. I said okay. I then explained that I never signed a contract for that account and she said well we are charging you a termination fee for that second line. She then did some reviewing and said it was a mistake as my second line was "pay as you go" which she said never have a contract. She then took like 20 minutes to do I don't know what, then just said that she wrote a note on my account asking billing to do an adjustment, which still wasn't permenant until they approve it. She then told me to keep on checking my online account for any balance changes. Well that is all I got out of that call, nothing definate, but at least hope not to pay those extra $200. These termination fees are dumb. Its like keeping just hostages until a certain time has pasted.

dja2k

Now to my surprise, nextel and sprint did it again. I learned from my local nextel customer service center that if I went from nextel to sprint that the ETF would be waved if a special tranfered account service was done. That usually takes about 5 hours , but had to be asked for. Now why do these two companies try to cheat customers in paying more for something that can be waved. I have emailed both nextel and sprint to inform them that I was unsatisfied about not being informed of the contract transfer from nextel to sprint without paying the ETF. I have also learned that some sprint user can ask for free calls starting at 6PM instead of the standard 9PM. I have asked for that and no response from sprint as of yet. There has been a number of people getting customer loyalty discounts as well ranging from 10 to 15 percent off for being a sprint customer. Now I know I might not be eligable to that because I went to nextel from my first phone carrier being sprint, but I did go back to sprint after nextel service was really disappointing in my area.

dja2k

this doesnt help with your problem much, but what do you mean by your other line was "pay as you go"? like a BOOST phone?

Oh the second line issue has been resolved. I got a change in the last bill removing all termination fees for the second line. Now the problem was the one on post #5.

dja2k

Document everything. Who you talked to, date, time, and what was said. Companies usually don't offer up something if they know they can get more money out of you. The good companies will. Is it too late to transfer without the ETF, call and ask.

Regardless of the issue being disputed, if a rep has to ask you to calm down, that tells me that your speech/demeanor/attitude/language/tone/volume put her on the defensive right off. I have posted this before...when you must speak to a CSR, put yourself in their position and communicate as you would like them to speak to you. One trick is to look in a mirror, take a deep breath and actually, physically smile before you begin. In other words, (Their name), I believe that an error in billing has been made that is very upsetting to me and I would appreciate your help with yada, yada, yada--in a calm, quiet tone as opposed to, WTF is the matter with you people? The charges on my bill is a bunch of BS and I demand that ...blah, blah, blah--in a loud, uncivil manner. A spoonful of honey vs a cup full of vinegar. Yours might be the 23rd call following 22 beligerent customers. A little patience, a civil, let's work on this together attitude and perhaps even the smallest bit of empathy for the unrelenting demands made of them might just be the magic bullet. Have you ever made a mistake? Has anybody made a mistake that you were expected to fix? As suggested earlier, retaining the original contract, until the business you have with them has been terminated(this applies to anything contractual), receipts, is important, taking notes with names, dates, gist of conversation and specific remedies stated to be applied all boost your odds. Finally, it never hurts to ask, is there anyway this fee, or that charge can be waived in that (state your reason), or does your company offer any discounts that I might be eligible for? If they don't know or can't/won't help, ask for a supervisor. I got a $25 credit, a free upgraded SIM card and a follow up call from a CSR by being nice yet persistent. I started the call with, Hi Gloria, I know you have a tough job and have to interact with people you wish you could hang up on, and I have yet one more problem for you this long work day...no...wait...I present you with a challenge to resolve...and the opportunity to make me a happy customer She laughed, I smiled, and the tone was set that drove the rest of the conversation forward. As it turned out, I was her last call for the day, I was content and she didn't feel like kicking the dog anymore.
I had an entire meal comped when the cook waaaay overcooked my steak the first go around, by the time I got another, my dinner partner was finished with his meal and the steak presented was pretty much raw, my few bites missing potatoes and veggies were dried out and cold, I kid you not. The waitress was frazzled, I was disappointed, but I kept my cool, smiled sweetly and let her know, I realized that this was not her fault but both steaks were obviously nowhere near the neighborhood of med. rare, and for the minimal cost of the sides, they should have been replaced fresh given that the overall presentation was awful, my returned plate was not given priority and so therefore, 30 min after returning the order my partner was finished and my apetite ruined. I asked for a doggie bag and told her that I could not see myself returning or recommending the restaurant to anyone. Upon presenting the bill, she of course apologized profusely for the new cook's ineptitude, and had compelled the manager to cancel the bill. Note: The waitress did get a 20% tip of what the bill would have been. The manager was smart, because if it hadn't been properly righted, I probably would have let my dissatisfaction been clearly heard by my fellow diners...no cussing mind you, but I would have used voice projection techniques...lol. That technique was effective for emptying a waiting room of about 20 poeple at a chinese restaurant once. I had gotten something spoiled (serious as a heartbeat, it looked and smelled rotten) from the buffet, brought it quietly and discreetly to the manager's attention and insisted on a refund. He flatly refused and offered nothing to make it right. At that point, I stepped away from him and raised my voice saying...If I understand you correctly, you expect me to PAY for food that is spoiled and you intend to LEAVE it on the buffet for your customers to get sick on? I don't think the Dept. of Health will be happy about that. The look on his face as the waiting room went from full to empty in less than 10 seconds was PRICELESS. That day he lost not only his lunch crowd, but any potential return patronage. My point to all this is how attitude can make a difference. Smiles.