Carolina West Wireless

Had been a Carolina West Wireless Customer since 11/2016 until 2/3/2021, on which day we closed our accounts there. They continued to charge us for one of the two accounts, while admitting that there was no activity on the account since then, but continue to charge us full monthly rate. They refused to refund the amount they owed us for this time period and while they didn't hang up on me, they simply pushed me to an automated customer service survey. These folks are not honest, even though I was always pleased with their cell service, today told me who they really are as a company. I would stay as far away from this company if you are considering them in the future. They will get you one way or another. Scandalous!

To Whom it May Concern,Our records of customer [redacted] account shows the following notes in regards to this issue:• June 25, 2016: Port Request came from T-Mobile with incorrect account information Per porting guidelines the port request was declined based on incorrect customer address submitted by T-Mobile.• July 14, 2016: [redacted] contacted Carolina West Wireless to inquire on account balance During this phone call Ms [redacted] realized that her line of service [redacted] was not disconnected At that time she worked with a Team Lead and line [redacted] was set to disconnect As a courtesy the remaining charges on this line that would have billed to the customer were waived Notes reflect that the customer was happy with the outcome.• July 19, 2016: Notes reflect that we attempted to contact Ms [redacted] in regards to changing her billing cycle date The balance must be paid in full before lines can be moved from one billing due date to another A voicemail was left for Ms [redacted] asking that she return a call to Carolina West Wireless so we could get payment and move the billing date as she had requested.• July 23, 2016: Carolina West Wireless attempted to contact Ms [redacted] again regarding the billing date changeThe attempt was unsuccessful and a voicemail was left for Ms [redacted] asking for a return call• July 26, 2016: Carolina West Wireless attempted to contact Ms [redacted] Ms [redacted] indicated that it was not a good time for her to speak with the representative that was speaking to her Notes of the account state she Ms [redacted] was notified that we would call her back the next day.• July 27, 2016: Carolina West Wireless attempted another follcall with Ms [redacted] and she once again indicated it was not a good time for her to speak with the representative that was speaking with her.• July 28, 2016: Carolina West Wireless attempted another follcall with Ms [redacted] , the attempt was unsuccessful and a voicemail was left asking that she return a call to Carolina West Wireless at her convenience.• September 1, 2016: Records show that Ms [redacted] contacted Carolina West Wireless to review her account balance Notes show that she felt she had indicated that she wanted all three lines on her account disconnected when she spoke to Carolina West Wireless on July 14, The call recording from the July 14, call was reviewed to see what discussion was had between Ms [redacted] and Carolina West Wireless The recording shows that the only line being discussed to disconnect was line [redacted] The remaining lines on the account were never discussed during the July 14, conversationThe timeline listed above shows that we attempted to contact Ms [redacted] multiple times with no success The call that took place on July 14, was reviewed and it was verified that the only line being requested to close was line [redacted] We strongly feel that we were attempting to work with the customer as the multiple attempts to contact her above reflect Even though we were specifically following the customers’ requests, as a courtesy Carolina West Wireless has waived the charges for service for the August and September billing dates A credit of $has been posted to Ms [redacted] accountWe feel that this issue should be considered closed and resolved based on this information

To Whom it May Concern,In reviewing Mrs***'s account notes we have record that on February 23, she was informed that the Hotspot feature only works in our county local areaThe Hotspot feature is an add on feature to her existing phone that the customer requests to pay forWe can remove the Hotspot Local Feature at any time if its not meeting the needs of the customer As Mrs [redacted] stated in her complaint she has been a customer with Carolina West Wireless for over four yearsWe have researched the service at her home address as recently as late January of and found that the service at the address she provided would be marginal We are constantly looking at ways to better our service for our customers and we are tracking this reported address for future consideration when making optimization changes to our network The service at this address has not gotten worse over the span of the customers tenure with Carolina West Wireless so I'm not fully understanding the request to allow waiving of early termination fees for service that is the same or better than the past at this address Added that Mrs [redacted] has entered into multiple two year contract terms with Carolina West Wireless in the past shows that she was happy with the service she is receiving We did attempt to contact Mrs [redacted] in reference to the Hotspot Local only feature and during the discussion she demanded to be let out of her contracts and when we advised that we would not be waiving the fees the customer ended the callBased on the fact that the Hotspot feature is a feature the customer requested and can be removed so she is no longer charged and the fact that service at her home address has been the same for years we feel this issue should be considered resolved In all contracts Carolina West Wireless allows the customers days to return devices purchased and contract terms will be released for issues such as coverageThe customer has signed multiple contracts with Carolina West Wireless and didn't exercise the day return policy If having any questions please contact me directly.Michael Baldwin Director of Call Center Operations Carolina West Wireless Off: (336)973-5000x Cell: (336)927-

Customer service at Mt Jefferson store in West Jefferson is the worst! The store manager, Daisy ***, is the rudest, most unprofessional customer service representative I have EVER metPlease Carolina West Wireless, do something about her attitude!

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] *** Thank you again for your assistance

I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhereI would like to have working service without the constant billing issue or I would like to return the device and be released from my contract without penaltyI am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhereI am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhereI am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere

To Whom it May Concern,Mr [redacted] was given two options for a phone replacement when he visited one of our retail locations on August 24, To utilize our "Get Smart" upgrade program or to activate a customer owned phone Mr [redacted] did reach out to our Customer Service Department through our website "Contact Us" page on August 24, after his visit to the retail location Mr [redacted] was asking to be sold a phone at retail pricing At that time we did respond to his email and let Mr [redacted] know that we would sell him a handset at retail price so he could replace the one he damaged Our records show that Mr [redacted] did activate a customer owned phone later in the day on August 24, Based on the fact we have offered and will sell Mr [redacted] a device at retail price we feel this issue should be considered closed Please contact me directly for any concerns.Michael B [redacted] Director of Call Center Operations Carolina West Wireless Off: (336)973-5000x Cell: (336)927-