- Report: #1123081
Report - Rebuttal - Arbitrate
Complaint Review: Net10 Wireless, Inc.
Net10 Wireless, Inc.9700 NW 112 Ave. Miami, Florida USA
Net10 Wireless, Inc. subsidiary of Tracfone Sold me 2 phones unable to make calls, lost 8-yr old number, hours on phone w/ co, refused to issue a refund. Miami Florida
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I originally joined the Net10 cellular family in Feb 2013 with a phone that I bought through their online store. Getting my phone number imported from T-Mobile to Net10 took a long time, too, but nothing like this current situation spanning several months to rectify, unsatisfactorily. Dec. 12, 2013, I purchased an Android online through the Net10 web store. On Dec. 16, the activation download troubles began. I spent the next 4 hours working with Net10 tech specialists trying to get the phone to update its profile with my info. That day, the many different techs I spoke with all checked the Sprint coverage at my home. They each concurred that the map shows adequate coverage at my address. By Dec. 18, Net10, a tech finally claimed my upgrade as defective and told me to package up the phone and send it back on my dime. I refused and the tach agreed to send me both a renewed SIM card to reactivate my old phone and a prepaid envelope for the upgrade. It took over a week for the prepaid envelope to arrive. I also reactivated my SIM card, which restored my 8-yr old phone number. I received, charged and began the activation process with the replacement phone on Jan 17, 2014, which instantly deactivating my original phone; an action I never authorized. I waited several hours for the upgrade phone to activate and update, but I still could not make or receive calls. The agents in the Manager's Dept. always told me that I must wait 24 hours for the changes. This department told me to wait for an additional 24 hours on Jan 18th & 19th. Plus, on Jan 19, 2014, that agent told me that I must wait for Net10 to call me, and made it very clear, again, not to call them. I waited until Jan 23rd before calling back, since no one called me, and still no cell phone to use since Jan 17. 7:20am 1/23/14: Now the agent tells me that my original number of 8-years expired on Jan 18, but don't worry because they will request it to be restored and to wait an hour before making calls. 90 minutes later and still no service, I called Net10 and talked to Angeline in the Sr Resolution Dept. She checked my physical address with coverage and after weeks and hours and several techs qualifying Sprint coverage, she determined inadequate Sprint coverage. Angeline went on to promise me that a ticket was made to send a new SIM card to re-activate original phone to capture my contacts and that a shipping label for the Sprint phone would also be sent. With no word from Net10, I bought the same type of phone with a different cell carrier and never any problems activating or making calls. Now on Feb 12, 2014, with no actions taken with Net10, I called to get a refund of the minutes that I could never use. The first agent I talked to, Chandinee,, told me that she will issue the refund with the credit card that I used to make the original purchase. Yet, when I gave her the account that I used, she told me that I used a different card. She reassured me that when I called back with the correct card, my refund would be processed at that time. I found the statement with the Dec charge and called back. I spoke to Keisha and after several minutes as she told me that she was working on my refund, she disconnected my call. I called right back and the same woman picked up, same name and voice, yet denied that I spoke to her, minutes earlier. She also denied anyone named Chandinee in her department, when I asked. Keisha claimed that their company has no record of my purchase on Dec 12, 2013, therefore she can not process a refund. She told me to fax her company a copy of my credit card statement. When I told her that I don't have fax access, she told me to call my credit card company and dispute the charge. When I finally got angry, she restated that I must follow the proper steps to request a refund, which begins with me paying shipping costs to return the replacement phone to maybe get reimbursed. Where is their good faith for me to make such a leap? How does and why would anyone trust a company that presents such poor business ethics with a customer that followed every direction given day after day, week after week, yet they lost her 8-yr old phone number with no cellular service for nearly a month and then still gets charged? I believe that Net10 owes me an instant refund of $58.70 for never getting to use a phone with carrier coverage that their technicians repeatedly approved, beginning in Dec. 2013, for not following through with their SIM card guarantee, nor providing cellular service since Jan 17, 2014, and for their inadequate management of my account since Dec 2013.
This report was posted on Ripoff Report on 02/12/2014 11:51 AM and is a permanent record located here: http://www.ripoffreport.com/r/Net10-Wireless-Inc/Miami-Florida-33178/Net10-Wireless-Inc-subsidiary-of-Tracfone-Sold-me-2-phones-unable-to-make-calls-lost-8-1123081. 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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