My name is Patricia Thuringer and I am writing this letter in regards of my two Cell phones that I purchased Oct 6, 2000. The cell phones and service were purchased in a booth that is located in the Oakridge Mall in San Jose Ca. The phones have their own numbers and were supposed to be separate bills going to the same address. I am a former customer of Verizon Wireless (GTE), I was having problems being able to make calls out. I would get a fast busy signal 75% of the time. The person and the MCI Worldcom booth explained to me the reason this was happening was because Verizon "stacks" their cells. This in a sense means you have to go through many cells to get a cell not in use before you can make a call. I was also told they were not going to improve this problem anytime soon. I have no idea if this if a true statement or not, but it convinced me to change my service. That decision was the beginning of a major nightmare.
The day I received my new phone, with a supposed new number. That same day I began receiving calls for a gentleman by the name of Ted. I would receive several calls a day. Most from women that were extremely "pissed off" at me because I had Ted's cell. I was even told by one that she was going to Kick my butt (not in the same words, worse) After 2 days of this, I went back to the booth and complained. I was told this is normal and the calls would stop in a couple of days. It was told to me it was a recently disconnected number and these people must not have known this. I was told to give it a week. The next day I was on the phone and it went dead in the middle of the conversation. When I tried to call back a message came on and said I needed to contact Cellular One's customer service. I did and they didn't know who I was. After talking for a few minutes I was asked if I was an MCI Worldcom Wireless customer. I told them I was. They said I had to go back to the booth I bought the phone in and have them figure out why I was disconnected. When I went to the booth, they had no idea why I was disconnected and they would re-connect me. I again explained the "Ted" problem and I would like to have a different number. I was told that wasn't possible that it would stop in about a week. By know it had been almost a week since getting the phone. They re-connected the phone with the same number. Sure enough not 1 hour later calls for Ted start again. The next evening, the phone stops working again. I again, went to the booth and again I got, we don't know why the phone was disconnected. They went to reconnect it and I insisted they figured out why the phone keeps getting turned off and I wanted a different number. The calls were not getting less for Ted. I was at the booth for over and hour. Finally they figured out the problem with the phone. They had issued me an "active" number. When they would connect me they would disconnect "Ted". When Ted would call they would re-connect Ted and disconnect me. How insane to no know this before. I finally received a new number. The phone worked fine after that with no calls from angry people I didn't know. I took my children to Disneyland for the Thanksgiving weekend. I had saved up for 2 years for this trip and was important to the girls. While I was in Disneyland MCI Worldcom decided to take $400.00 out of my checking account. (I used my ATM Visa card). I had to have family Western Union money to get home. I did not have a computer and at that, time had no reason why I was less $400.00. When we arrived home (and cutting my vacation short) I logged onto my Bank web site and found the number of who took the $400. When I called it I found out it was MCI Worldcom. The reason given me as to why they took money was that I cancelled my service before 1 year was up. I asked then how that can be when I am on the cell phone with them. After a long period on the phone it was decided that it was because of the new number. Some one just put a cancellation on the 1sr number and didn't note the reasons why and that I still had a phone and the new number. I was told it will take 3-4 business days to give me my money back. How ridiculous! You didn't seem to have a problem taking the money, and to top it off you ruined my vacation! To make it up to me the guy sent me a hands free head set for my inconvenience. Hardly makes my Thanksgiving being ruined by not fault of my own any better! The first set of bills we received ok. Then all of the sudden the bills are combined. AGAIN, I call. And AGAIN, no one knows why it was changed and no one knows how it happened. It was promised to me that it would be fixed the next month. The next month they were the STILL on one bill. AGAIN, I call. and again I get the same, no one knows why it didn't change and that it will be fixed the next month. This went on for 3 months.In the meantime, my phone can no longer make long distance calls. I called and again, no one knows what happened, and no one knows who did it or why. I am told there is not reason why I shouldn't be able to make calls and to just keep trying. This goes on for weeks. Calling and being told you guys don't know what's wrong and why it is happening. FINALLY, I get a person who tells discovers that (of course) for an unknown reason long distance has been removed from my phone and that they will have it put back on. I have to wait about 4 days for it to start working again.Next thing is the bills. They get so messed up that no one knows what I owe, and what is owed what on which phone. I ended up owing over $300.00 to MCI when I pay my bill every month and never go over my minutes. This supposedly gets fixed. After a couple months it was ok, for the time being.The next nightmare that happened accrued, Monday, April 30,2001. My boyfriend (who has my other phone with a seperate number) the phone # was supposed to be changed due to the fact he was relocating to Wash state. This was supposed to be changed to mobile account with a wash #. We were told this will take 4-5 working days to complete this and that his phone will be operational until that time with the original number. He was leaving on Sat. May 5th. He would be driving alone himself and we needed the phone active with the new number by that time. I was told it would be working by Friday morning. I was given a new number working at that time. Come that Friday, no phone. Service to the phone was cut off and the new number was not working. My boyfriend and a person that is authorized to use the phone, called. MCI and he was told "oh, the number issued was not compatible to the towers in Wash", and the number was never put on the phone. When asked why no one contacted us to let us know of this of course, no one knew why. The response he got was "Well, if it didn't work eventually you would call to find out so we really don't have to call you." What kind of customer service is that? He was then given another new number. He was told the phone would be working in 24 hours, and to call 1-800-259-2959 when he arrives in Wash to get the phone turned on. On that Sat., after calling the 800 number, the phone still was not working. I called Customer Service and spoke with operator E 2044. I was told that who ever said it would be on in 24 hrs was wrong and it would be 4-5 business days. I explained to him this was wrong that I did "my" part. I did what I was supposed to do. Its MCI that is not following through on there end of the deal. I should HAVE my phone on today. All he could tell me is he was sorry and I will still have to wait the allowed time. He told me MCI was going to deduct $15 from the phone bill. I told him that all we wanted was a reliable phone service. It took about 3 weeks to get the phone on line again. On the new number the first bill arrived and it was over $300.00. AGAIN, I have to call customer service. This phone was getting double billed for all calls, including long distant charges for incoming calls. Plus the customer service representative informed me that none of the calls were credited to the free 250 anytime minutes and none of the 1000 weekend and night minutes. I was told that it would take ~4 days to send it through and I had to call then to see what I owed. He also said that he would put in that $150.00 be deducted from the bill. When I called back, of course, no one knew the tracking #, no one knew anything about the bill, no one knew why. Plus, I now have a bill >$900.00. It us supposed to be being looked into AGAIN! Nothing happened on the account. No deductions no investigation, nothing. They are now in the midst of investigation it again. We will see what happens. Since getting the new phone # his phone "roams" randomly and "pretends" to have voicemail which has a message of a person we have never heard of on the message. When he tries to use the phone it will dial the last number called into the phone when there are supposedly voice messages for him. Of course, there is no one that can help us remedy this problem and no one knows why it is happening. Next, phone has been disconnected for no payment when bill is in dispute! I called and again no one knows anything! They are supposed to be seeing about reconnecting the phone and adjust the bill again. We will see if this happens.I also received a bill for the original Washington # that was never connected. (1st Wash number issued) The bill is for $34.74, which I will not pay since we never had the number connected and never used the phone at the time that number was said to be on it. On that day I spoke to operator # 8122, and told him this. This was on 07-20-01. Mysteriously the was a disconnect order on that very same day for my other cell phone (the Calif. # ) The very next morning (Sat) 07-21-01 my cell phone is disconnected. The next business day I called (07-23-01) and spoke to Hynencia # 4152 and AGAIN there was no reason why, no one's name on the computer as to why and I had to wait 4-5 business days to get my phone turned back on!!!! I even gave her the name and # of the person I spoke to on 7-20-01. I was told well since there is nothing noted on the computer that he did it then there is nothing that can be done. She said all that was there was a disconnect order and not reason as to why the phone was supposed to be disconnected. How can that be? Anyone can enter and order like that without have to put a name or employee # or even a reason? Just disconnect this phone???? I don't think it's too much to ask to get service on my cell phones, after all I PAY for the service. Every time I have called customer service, I get the same response, no matter what the problem is. No one seems to know why things happen or who does it or why it was ordered. How can this be in the age of computers? I was under the understanding everything was supposed to be documented. I have had this phone service since Oct 6, 2001 and my one year contract agreement is coming up. I can assure you that when that day comes I will be looking for a new cell phone company. I have never had such horrible customer service in my life. I do not understand how this can happen with a well known company. I am also very sure that this is not an isolated thing.