- Report: #1072857
Report - Rebuttal - Arbitrate
Complaint Review: Net 10 wireless
Net 10 wireless9700 NW 112 Ave Miami, Florida USA
Net 10 wireless Throttling and capping data speeds, disabling data with out prior notice Miami Florida
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I have been a customer of Net 10 wireless for over a year, in January of 2013 they advertised you could at this point buy and bring a phone of your choosing to your existing and new Net 10 wireless service.
At this point, I was excited. I had already been with them for a while and had bought a Net 10 phone which was sold at Best Buy. However, before I bought my own phone I did research and called their support to make sure the information was accurate. I was very excited to have a up to date cell phone. I did not buy my IPhone from a individual, I went to a national store and bought the phone and the Net 10 sim card. Had the phone activated and it worked great. For the most part I have been very happy as a Net 10 consumer, even bragged about them to a few friends who ended up switching to them as well.
On July 10, 2013 I noticed my data was not working. We had a pretty nasty storm that morning and our power had went out, silly me I accredited to the lack of data service because of the power going out and maybe it caused some kind of malfuntion in my services. Even though when I am home, my phone switches over to wifi automatically. And as a stay at home mom, I am at home more then I am not. And when I am away I only use a google talk app to chat with my husband at work, or check facebook. But I do not use my phone to surf the web.
So I waited a few days, because well it was like 3 or 4 days that I hadn't left the house.
So I finally called customer support, after being transferred 3 different times, I was informed they could not trouble shoot the problem that I needed to call back on a different phone. So about 2 weeks later I finally was able to call back to them, and was informed at this time that my data was disabled due to the fact that I had used all my allotted data usage for the month.
This confused me, because in the over the year that I had been with them I had never lost any data service because of using to much, or had my speed throttled.
I informed them of such, and they said they could not help me that I had to wait until my plan renewal date for my data to be restored. Even though I was unaware that we had a capped amount of data that we were allowed to use. As they advertise unlimited talk, text and web. And they auto debit my card every single month.
I never even got a notice that I was reaching a limit, I did not know a limit. I was so shocked because honest to goodness I had no idea about any of this.
So here we are August 3,2013 and on my account management it shows they billed my card on 7/29/2013 for a new service month, and still no data service has been restored.
I called customer support today, I was on the phone with them for over a hour. Not because I was being helped, every time I called I was told I had to be transferred and when I was transferred it was to the high data usage department. Which you cannot reach a live individual through, its just a auto response. On my 5th call , at this point I was irate, but I kept my cool despite how mad and frustrated I was with the situation. I was finally transferred to a real person, and first he tried to tell me my SIM card was invalid to which I told him was impossible it was a net 10 sim. He would not help me until I threatended to report to the BBB and contact a attorney on filed a class action lawsuit. He tried to say that I would have to wait up to 7 days for my data service to be restored that he would submit a ticket. I said it was unacceptable that my credit card had already been billed for the monthly service and would not wait another day for my services to be restored. He said he would send a text for a new APN code for my to input into my phone to restore my data services.
I still have not received that text message, he did finally tell me that the maximum amount of data allowed a 1.8month for 1.5 gigs.
On a iphone you can go into settings-general-usage-celluar usage and since I didn't know baout this option it has never been reset. It showed that since I have owned the phone I have used a total of 1.8 gigs in the last 6 months.
My complaint is, I was never given any kind of warning, they just turned my service off. I had no clue to watch, since I was under the impression that I had unlimited amount of data. The fact I use wifi more then I do not. They have a customer service department that is just terrible, and will transfer you to another person rather then actually try and help you with the problem.
I am so annoyed and irate with this company now, that I will be switching carriers as soon as possible. I will not pay for services and not be able to use them.
This is not acceptable behavior from a company and needs to be addressed. I feel so very cheated. And I have read that this problem is occuring more and more. Also, before I hung up with them they informed me since I had exceeded my capped data usage the previous month, which I was barely 10 days into my service. That my data speed would be reduced. Also I asked them for a itemized report of how much data I had indeed used and was told they could not give me that information.
Anyways, very sorry this ended up being so long. But people need to be warned. Thank you so very much for reading what has happened to me.
This report was posted on Ripoff Report on 08/03/2013 09:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Net-10-wireless/Miami-Florida-3178/Net-10-wireless-Throttling-and-capping-data-speeds-disabling-data-with-out-prior-notice-1072857. 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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