Back in 1996, when you were still a small cell phone provider called Powertel, I contracted with you for cell phone service. The phone itself was roughly the size of a hockey stick. Well, I figured, at least it wasn’t a bag-phone. We’ve been together through all of your changes, including the short lived lived Voicestream. Since I was out of contract, even though your coverage wasn’t the best I stayed with you. I even stayed with you when you stopped giving me a free phone upgrade every few years. I was content to buy my own phone. I’ve been with you for 14 yrs, and have never missed a single payment, or been even a minute late.
Recently, I added two lines for my children. I payed to upgrade my phone. What I didn’t do, however, was change accounts or account numbers. When my bill arrived, I payed it, just like I have been doing for over a decade. Imagine my shock when I went to use my phone in the middle of a snowstorm, and you had suspended my service! Surely, I thought, this must be a mistake. I verified payment was made by my bank, then contacted you. Apparently, when I added these two lines, YOU GUYS ASSIGNED A NEW ACCOUNT NUMBER. So, my payment was incorrectly credited. I had a nice live chat with Shawn R., who was very sorry that he could not get my phone activated until I paid a small balance owed. (Apparently, you credited the new account with the payment, minus what I owed for final costs of the old account.) So, with members of my family out on the road, you turned off our service. Just like that. I guess you feel that we can’t pony up the 200.00 per line cancellation fee. Rest assured I will be sending you 800 dollars and whatever final costs I owe. It will be the best money I ever spent.
Your ridiculous billing has always been an irritation, and the fact that I am charged for texts i don’t want. I never texted a soul until this year, but every month, like clockwork, I always owed something for receiving texts from people who assumed I had texting service. I really won’t miss having to verify my account information 9 times when I call customer service. I won’t miss the frustration I feel when i realize that your various departments cannot or do not share info, so that I have to start from scratch each time I run the gauntlet of your customer “service”. I’m sure your actuaries have determined that the 200 per line fee covers your costs so you don’t take a hit from cancellations….but i have to wonder, at 168.00 a month, how much do you really stand to lose? In 24 months, you will have taken in $4,032.00 from me. So, I have to ask, why don’t you want my $3200.00? That”s what was on the table. 800 dollars versus 3200 dollars, coming from a proven reliable long term customer, with impeccable credit.
Today, I’m headed down to Walmart, I’m going to purchase some phones, and still save almost 45 a month for the same service. Viva StraightTalk!