• Report: #76320

Complaint Review: Alltel Communications

  • Submitted: Thu, January 01, 2004
  • Updated: Sat, February 21, 2004

  • Reported By:Aberdeen North Carolina
Alltel Communications
1 Allied Dr. Bldg. 5, 1st Floor Little Rock, Arkansas U.S.A.

Alltel Communications billed me for a phone I bought and paid for at Wal-Mart Little Rock Arkansas

*Author of original report: Finally Resolved!

*Author of original report: Correction to previous information

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In August, 2003, I bought a phone upgrade for my Alltel service from Wal-Mart and paid for it at Wal-Mart. Then Alltel billed me $83.55 for the upgrade on both my Sept. and Oct. bills. I called Alltel's CS, and the lady immediately issued credit for one of the charges. She told me that to receive credit for the other $83.55 charge, I would have to either take my Wal-Mart receipt to an Alltel store or mail it directly to Alltel. She said it is Alltel's policy to bill customers for phones bought elsewhere, but they then credit the charges back to the customer. I don't know what the purpose of this is unless Enron's former accountants are now working for Alltel.

I took my Wal-Mart receipt into the Alltel store in Southern Pines, NC on Oct. 21, and was given a copy of an Account Adjustment Form in which a credit was issued in the amount of $88.50. I don't know how they arrived at this figure since $83.55 is all that was owing to me, but I didn't argue the amount with them because I didn't want to get Alltel more confused than they already are.

To date, the credit still hasn't been applied to my account, and I have made countless phone calls to Alltel's CS dept., which is nothing but a joke. I've come to the conclusion that Alltel must give an IQ test to persons applying for CS jobs, and anyone who scores higher than 50 is overqualified for the job. Every time I have spoken to someone in CS, I am talked to very rudely and told that the charges are correct and that a credit was already issued in Oct. for the $83.55. I tell them that is true, but I was billed for the phone twice and only one credit has been issued.

The last time I spoke to a CS rep. about this matter was on Dec. 31, and I told her if this issue is not resolved this time, I'm turning it over to the Better Business Bureau because I am sick of trying to resolve it through Alltel. She then started repeating to me the same garbage I had already been hearing from Alltel for the last few months this has been dragging on. She and I then got into a shouting match with each other on the phone, and she told me I would have to contact the Alltel store that issued the credit. I told her I was contacting the Better Business Bureau, and she said, "You can do that".

However, because of how Alltel has treated me, and their unwillingness to resolve this matter, I am now convinced that this is not just an honest mistake; so I searched the internet to see if other people had experienced similar problems with Alltel. That's how I found this web site. I was really shocked at the high number of complaints against Alltel. I didn't read all of them, but I do see that a large number of them are in fact billing issues. I also checked the Better Business Bureau's web site, and they give Alltel an unsatisfactory rating.

I have now concluded that an investigation needs to be conducted of Alltel and their billing practices, which is something the Better Business Bureau can't do. Therefore, I have decided instead to turn this matter over to the Consumer Protection Division of the North Carolina Attorney General's Office.

I have never dealt with a company that is as unwilling to resolve customer complaints as Alltel. Regardless of the outcome of this matter, there is nothing Alltel can do at this point to make me regain respect and trust for them. The worst part is, I'm only a few months into a 2-year contract with them!

Danny
Aberdeen, North Carolina
U.S.A.

This report was posted on Ripoff Report on 01/01/2004 01:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alltel-Communications/Little-Rock-Arkansas-72202/Alltel-Communications-billed-me-for-a-phone-I-bought-and-paid-for-at-Wal-Mart-Little-Rock-76320. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Finally Resolved!

AUTHOR: Danny - (U.S.A.)

With the help of the NC Attorney General's office, Alltel has finally given me credit for the $83.55, but I had two cell phones with them and have cancelled one of them. I'm going to try to keep the other one until the contract expires if I don't have any further problems. I was spending $200 - $300 per month with Alltel, and now I don't expect to spend more than $50 - $60 until the end of the contract; then $0. That's a big price for Alltel to pay for their awful customer service.
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#2 Author of original report

Correction to previous information

AUTHOR: Danny - (U.S.A.)

I just got copies of my bills, receipt, and info all together to send to the NC Attorney General's office, and in looking over the dates, I wanted to make some corrections. It was actually in Sept. that the phone was purchased from Wal-Mart, and the first $83.55 upgrade charge appeared on my Sept. bill, and the second on my Oct. bill, which brings me to another chapter of this story I didn't tell previously.

Before purchasing the phone from Wal-Mart, I called Alltel and ordered a phone directly from them. The phone was supposed to come in within like 3 days, and over about a 2 week period I called and spoke to some of Alltel's "rocket scientist" CS reps to check the status of the order. Every CS rep I spoke with told me a different lie about when the phone would be in, but no one ever offered to track the order or do anything to get to the bottom of why I hadn't received it. The last rep I spoke with said she didn't see anywhere in the records that the phone had even been shipped; so at this point, I just told her to cancel the order. It was after this that I purchased the phone from Wal-Mart. The first $83.55 charge was on the bill which came out just before I purchased the phone from Wal-Mart; so they were obviously charging me for the phone I ordered directly from Alltel but never received. The second charge was on the next bill after the Wal-Mart purchase.

Also, looking closely at the account adjustment form given to me by the Alltel store, $4.95 of the $88.50 credit was for shipping, although none of the bills indicate that I was ever charged for shipping.

I just wanted to update to assure that all the info given was completely accurate to the best of my knowledge.
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