Cellular One Ripoff Customer service deceptive lies and rippoffs. Wisconsin Wisconsin

In response to this specific issue, when you call in to customer service to change your plan you need to inquire specifically about how any of the charges will change. "Partner lines" are ALWAYS affected when you change the "host" line. In this case, have a $9.99 partner was a benefit of the more expensive plan. Normally partner lines do cost $20. So when you changed your plan to the smaller one you also had to change the partner plans to match it. Generally speaking customer service reps will not mention that unless you ask.



I've seen a lot of how cellular one works and it's not a very professional operation. The billing system does suck and I have actually been told that if the customer seems ready to pay the charge and isn't making a scene then I should NOT make them aware that it was our billing error or that we could credit it back to them. Now keep in mind that the only time a local store will credit your account is if the error was made by a local rep. If the error was made by a customer service person from the 800 # you have to go through them to get the credit. If you really think the charge is wrong investigate it... Don't just pay it. If they decide that there was an error they will only go back two months. So it won't matter that the error has been going on for a year.





Here are some tips that might help you all a little bit...



ALWAYS keep your contract, your receipts, and the box for your phone. If you were supposed to have certain features or promotions but were not given them you need to have your contract to show that. If you just got your phone and want to return it you MUST have the box and it can't have any damage. But you don't have to have your receipt... Those can be reprinted. If they tell you they can't be it's only because they're trying to be difficult to discourage you.



Just because your phone doesn't say "extended area" or "roam" does not mean you're not roaming. If you know you only have a local plan and you're pretty sure you're out of your area do NOT keep using your phone because it's not saying you're roaming. You are and you will be charged for it. If you refute it all they'll tell you is that you're responsible for knowing your coverage area.



Always ask about any of the fine print related to your features. Some features are only good within your home calling area. That means (for example) you have long distance or nights/weekends while you're in your home state/city. As soon as you travel outside of there you no longer have it and will be charged for every call.



If you're on the phone talking at 8:30 and your nights and weekends start at 9:00 if you do not hang up the phone and start the call over at 9:00 you will continue to be charged your minutes until you end the call. It does not automatically switch over. And 99% of the time they will not tell you that.



Save yourself some money and grief by knowing your billing cycle. If you wait until a day or two before the cycle ends to call or go in to a store to check on your minute usage or text messaging usage, etc.. they can check to see if your have any overage. If you do have overage you can adjust your plan or features accordingly and have them backdated to take care of the extra charges. Then the next month you can change them back if you like. Now you've basically made sure Cell One doesn't get tons of extra money from you because of overages.



If you're on GSM now and want to go back to digital you CAN do that. Be aware that there are far less options for plans and the coverage area for digital is shrinking due to the growing use of GSM but yes you can go back. They don't like doing it so they'll tell you they can't. But they can.



Ask what they policy is on getting your deposit back. Generally speaking Cell One will not refund your deposit if you are late in payment more than three times in the first year of your contract. If they do a credit check and it comes back asking for a deposit and you think you have good credit you can ask to have that credit decision reviewed. They will make a call to activations and ask a supervisor to look over your payment history.



When talking to someone from the 800 # ALWAYS get their name and if possible an extension to call them back at. Why? Because they call center answers calls from more than just your state or city. Because of that they will often make mistakes in quoting rate plans, prices, policies, etc. that apply to your area specifically. In this case the error is theirs but you HAVE to have someone to trace it back to. And most people do not know this but when you call the 800 number all conversations are recorded and archived. They can research a call but you need to have as much info as possible.



Basically what it comes down to is that cell phone companies in general have a lot of freedom. You have to watch your own back. Make them write **everything** down on your contract when you sign up. Read everything before you sign. If you have questions ask them!! It's tricky stuff and there are no dumb questions. And a lot of times if you're upset you just have to be persistant. Rock the boat. If you make enough noise they will respond. But try not to become rude or abusive. There is a "notes" section in everyone's account where employees are instructed to note everything. That includes if you were rude or uncooperative...Which then could possibly make the next person not especially eager to help you. Those notes can be read by all employees, whether local or from the call center. Might as well use them to your advantage and ask everyone that makes promises to you or gives you information to put a note in the account regarding that conversation.



If you have specific names of managers or employees that treated you poorly you should definitely fill out the feedback forms on their website. Believe it or not those comments get forwarded on to the right people and are taken seriously.