NTelos Inc

Review: This an insurance issue. I purchased a I phone 6 for my grand [redacted] (###-###-####. This is NOT the first problem I have had with this account my account will reflect early problems. I went to the Netlos store on [redacted] in [redacted] for I Phone. The Netlos clerk answered all my qusetion reguarding the service and insurance. I received my first statement and much to my surprize I was billed from the very first day that I signed the contract that wasn't what I agreed to and not waht the Netlos sales person told me. I requested that the service not be stated until 12/24/2014 since this was a christmas gifrt for my grandson. I call Ntelos I was told to go see the store and the problem would be corrected. I spoke with both the store and a local supervisor for the store. I was the emplyee was nolonger employeed at Netols because of probblem with customers contacts after meeting with both store manager and local Netoles supervisor the problem was resolved and credits applied to my account. Now we have another problem. When I bough the I phone I was asked if I wanted insurance on the phone I asked the Ntelos sales person how the insurance worked he explained if problem with I phone that was no covered under warrenty the I phone wou;d be repaired at no cost period then your Netols sales person said I could also canel the policy at any time. No heres the problem today my grandson had a very bad fall his is was damaged (cracked screened) tonight when I called call Netlos (###-###-####) after speaking with a supervisor at that number I was very hashley told that Netlos did NOT have anything to do with insureance clain and the cost was $170.00 to replace the screen I told the Netlos supervissor that I boughyt the insurance from Netols and pay Netlos every billing period I told that Netlos did NOT Insure the phone I hung up. If the Netols sales person had expalined all of Netols poicies I would have bough the service to starte with I was lyed to right from the start period. I would perfer that Netols canel the service and refund the cost of the phone and release me without cost from my contract. I really don't care to do bussiness with a company that is less then totally honest when selling their services.I also want gto be able to transfer my grandsons phone number to a carrier.Desired Settlement: A total refund for the cost of the I phone. The canceling of the contract with any cost to myself.

Business

Response:

I tried calling the customer on 3/19/15 and the daytime/contact phone he listed on this complaint is not in service. I sent him an email the same day. As of today 3/27/15, I have not had a response from the customer. I advised the customer via email that the store in which he signed up for service email the signed documentation where he acknowledged he had insurance on the phone and that if he filed a claim, that he may incur a cost of up to $200.00.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First and formost if I [redacted] had reviewed ntelos Revdex.com file this problem would have occured period. Ntelos track record speaks loud and clear. I owned a Revdex.com accredit bussines for years ( sold 11/2014) I know the proper way to handel a customer my employees also followed that very strick guildlines when dealing with a customer first and foremost BE HONEST that is something the ntelos employees have problem with say what you must do what you must to make the sale period. Rest assured I will live up my promise with ntelos period with or without a signed contact because that is the right thing to do by myself. It dont reflect well when ntelos employee tells you an outright BOLD LIE of course the local ntelos office did DISMISSED that employee. I will turn to social meadia ( I have over 30,000 contacts on my accounts) to let the world know NOT to deal Ntelos for any reason. I [redacted] also have service( 7 lines) with [redacted] rest assured this line will also go to [redacted] at the contacts end. My grandson wanted ntelos service that who line this is. Ntelos is not a honest compant period. I have searched my email accounts and my phone records I found NO calls or emails from Ntelos period.

Regards,

Business

Response:

I have reviewed the returned complaint, and I regret but at this time no other compensation is due to the customer. We have a signed contract and a signed acknowledgment stating that if an insurance claim is filed that a deductible may be charged. If the customer would like a copy of this, I would be more than happy to mail him a copy.

Review: They denied me a service contract without an explanation.Desired Settlement: An explanation detailing the reason for denial even if it is due to low credit score so that I am aware.

Business

Response:

Customer failed verification process however the [redacted] mall location should have given her instructions on what she would need to provide to prove identity. Customer was not denied because of credit we need to verify identity and as long as customer had a valid ID this should have been enough to verify identity.

Review: I entered into a two year contract with nTelos on 9/27/14 and discovered two months later that nTelos was already in the process of exiting the eastern Virginia market. My contract was for 10 GB of high speed/4G data per month. I recently received a letter from nTelos stating they are 1) terminating 4G services on 6/30/15 (only 3G services will be provided), 2) charging early termination fees (ETFs) until 9/30/15, and 3) all services will be terminated on 11/15/15. My contract is for 4G service, not 3G service. The service being provided is less than contracted. nTelos has stated they will waive the ETFs for customers that switch to [redacted]. I do not want to use [redacted].Desired Settlement: I want nTelos to unlock all three of my devices under contract and waive all early termination fees such that I can obtain 4G services from the carrier of my choice.

Business

Response:

I spoke with this customer today and advised her that her account with us has been released from all contracts. She can now port her numbers to the carrier of her choice and no early termination fees will be charged.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have a contract with Ntelos for my cell service (call/data/text). I have been told by Ntelos customer service that service in the Hampton Roads area will cease in November 2015. Ntelos cut off my cell service March 28/29, 2015 (exact time unknown) although I had paid for cell phone service into the month of April. This is not a consumer payment issue; I have always paid my bill on time (often weeks before payment was due). When I spoke to [redacted] on the phone at Ntelos on March 31, 2015 at 9:45 a.m., she stated that it was a "phone" issue. I stated that it was not and is not a phone issue. I was also led to believe through my phone interaction with [redacted], that I am not the only Hampton Road resident with this concern. We all don't have "phone issues." It's a service issue. My phone works with wifi connections for iphone messages. If it was a phone issue, then I would still have access to voicemail messages by dialing into my account. I have NO voicemail NOW. When I call my cell number from a landline, it will not ring through (it does not even offer a voicemail service). I have documentation from several individuals who were unable to reach me by phone, leave me a voicemail, or receive a text from me. Ntelos is failing to honor our contract by discontinuing or not maintaining my cell service--this is service that I have already paid for in advance. I wanted to share my experience as I know that I am not the only one with this problem. It is dishonest for (1) Ntelos to not honor the contract and (2) have customer service professionals lie about the problem and not offer assistance. I was told by [redacted] at Ntelos that I can port my number over to another company; however, by doing that, I will essentially be paying two cell phone carriers for service coverage for the SAME coverage dates.Desired Settlement: I wish to be refunded for the service for which I paid as the contract was not honored and cell phone service was not maintained (by no fault of the consumer).

Business

Response:

After researching the issues, this customers new carrier ([redacted]) pulled this customers phone number on 3/31. She ported her number to this carrier. I provided her a $17.62 credit for the last few days that she paid for service with us but didn't have due to the early port. I emailed the customer this offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Ntelos is leaving our area and wants us to pay $350 cancellation fee for switching providers.

Rec'd notice in mail that Ntelos is leaving our area and we can switch providers in June without cancellation fee. Husband's phone stopped working and Ntelos won't sell us a new phone b/c they are leaving. Won't let us switch to new provider now without $350 fee per line we switch. If they are leaving the area and can not provide phone for us to use service, then they should the waive fee.Desired Settlement: Waive $350 cancellation fee for our phones.

Business

Response:

I spoke to the customer today who filed this complaint. I made 2 offers with her. 1) If she Ports her numbers to [redacted] now, all early termination fees would be waived. She advised that [redacted] is not good in her area. 2) If she would wait until 6/1/15 to Port her numbers, then all early termination fees would be waived. She refused that offer as well. No further offers would be made at this time. I request this case be closed. Thank you

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Told me we could wait until June to port phone numbers. As previously stated, husband's iphone broke and they won't sell us a new phone b/c they are leaving the area. They are the ones leaving the area and breaking the contract at their convenience. I refuse to pay a $700 cancellation fee for not waiting until June. My husband needs to use his phone NOW, not in June.I am very disappointed in Ntelos customer service. No wonder there have been so many complaints.

Regards,

Business

Response:

Unfortunately at this time, I do not have any other offers, other the ones that I offered in my last response. We are not leaving the area until 11/15/15, we are providing service until then, so all early termination fees are valid at this time. The stores that are remaining open in the customers area are only serving as satellite stores by providing information on the pull out and taking customer payment. Those store do not have any inventory left in them, as all phones have been removed and sent to our warehouse. Thank you

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I recd a letter stating no cancellation fees if switching in June. I am asking that we be able to switch 1 month early. You r the ones canceling the contract and should make restitution. That's what customer Service is supposed to b about. You can waive the fee, but choose not to.

Regards,

Review: On January 26th, 2015 I started having problems with my Iphone 5C, I went to [redacted] store they told me that my warranty had expired at end of Dec. So therefore I went to my cellphone provider Ntelos; they stated yes, we see your warranty is up unfortunately and it looks like there is a software or callbration issue since your isn't responding to touch there's nothing we can do however you file an insurance claim (cost $170.00) and that can be done thru customer service or you should try letting [redacted] store fix (cost $129.00 and that didn't guarantee that phone would be repaired); manager [redacted] advised me to go back to [redacted] store. At this time I really upset because I have no means of communication ; so I go home using my son's phone call Ntelos in which I speak with customer service rep. named [redacted] and I asked if I was due an upgrade in which [redacted] states yes but Ntelos can't grant me an upgrade because they will not be servicing Hampton Roads area but you can file the insurance claim or better yet you might want to seek another provider and maybe they will pay your early termination fees for you. I was very frustrated at the way I was being treated. So I decided to seek another provider since Ntelos would soon be ending phone service in Hampton Roads and I sent them a letter and now I receive a bill for early termination fees which I feel is unfair especially since they practically made have to seek another provider.Desired Settlement: Waiving of early termination fees (for my line and my son's line-18years )/and or late fees and nothing reflected from Ntelos on my credit report.

Business

Response:

Ms. [redacted] called me back today (3/9/15)to discuss her concerns about the early termination fees that she is being charged. I advised her that we made the decision to leave the [redacted] Area Code effective 12/2/14. I offered her a couple of solutions: 1. If she can return both phones that she had with us to a Corp Retail Store with no signs of Liquid or Physical damage, then I would credit the early termination fees. 2. She advised me that she is not with [redacted]. I asked her to check with them to see if they would buy out her contract with us. I also offered to get [redacted] on the line with us to discuss this, as she advised me that she would contact them later. I asked her to contact me back with the decision that she made so I could provide assistance with her bill.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As per the conversation with [redacted] On March 9, 2015 at 1055 AM, it was brought to my attention that Ntelos advised their customers through a public service announcement that [redacted] area codes will no longer be serviced effective December 2, 2014. As I explained to Mr. [redacted] I was not aware of this decision until I started having phone issues January 26, 2015 and contacted Ntelos on January 28, 2015, at this time I was advised by a sales associate, [redacted] and his store manager, [redacted] that was nothing that they could do for me and recommended that I go to an [redacted] store for assistance, which had already been done on January 26, 2015. It wasn’t till later that evening, when I spoke [redacted], who informed me that she could not grant an upgrade because Ntelos would no longer be servicing the area, to seek another service provider and they may be able to cover the termination fees. Mr. [redacted] then informed me that this is what the sales associates and managers have been instructed to tell the customers. He also stated that a letter was sent out to all Ntelos customers on February 24, 2015, however as of today I have not received anything other than a bill. He has also advised that Ntelos has decided to extend services through November and after that they will have to seek services elsewhere and the best option is [redacted]. While Mr. [redacted] has offered two options for me to return the devices and to see if [redacted] would buy out my contract, I do not agree with these offers. Option 1: I no longer have these devices because, one of the devices was no longer operable and the other device was donated to the [redacted]. Option 2: Why should [redacted] buy out a contract that was still enforced and I was willing to continue service with Ntelos as long as I able to either upgrade or place an insurance claim to replace the device, which was denied by the sales associate. I do not feel that I should be held responsible for two termination fees, nor should I have to search out another service provider to buy out my contract if I made it clear that I wanted to remain a customer of Ntelos’ as I had been since 2013. I strongly believe that if an organization makes the decision to discontinue service for specific areas, there should be appropriate means of notifying their customers in a professional and timely manner. Instead they decided to make public service announcement and send a letter out two and a half months later, along with small 8 x 11 notices on the doors of previous Ntelos locations. I am certain that I am not the only customer that have these concerns as there were several in the store when I was trying to get assistance. This is not a fault of mine, I did not make the decision to terminate my contract, Ntelos made the decision for me and for that reason they should waive these fees. They were not trying to help me rectify the situation, they blatantly forced me out of the contract without the concern of whether or not I would be able to secure with another service provider, however I was able to get service with another carrier, but at the same time I was required to pay a deposit before service was rendered. By being accessed a termination fee for both lines creates a hardship on me along with a deposit from another service provider.

Regards,[redacted]

Review: I paid for service and no longer has the service I paid for. I paid $55 for phone service because phone updated I no longer could get services. I didn't ask for all money back but a prorated amount. The customer rep lied and said she couldn't see my records that I paid and how I paid. I pulled it up and read back to her supervisior.Desired Settlement: refund back to my card

Business

Response:

Customer activated a flashed handset on NTELOS frawg plan after making payment customer ported number to [redacted] and wanted a refund of her payment. Agent informed customer that could not give refund for monthly service, told customer they could purchase NTELOS handset or reactivate flashed handset and would credit one month of service. Customer reactivated on 3/25/14 and one month service credit was issued.

Review: I have been provided unsatisfactory cellphone service for 2 years. When my contract was over with Ntelos, I made the decision to transfer my service to [redacted]. I went into the [redacted] store on April 11th and requested to have my number ported back to [redacted]. The process was completed on April 12, as confirmed by [redacted]. However, I noticed I was still receiving updates to my old Ntelos phone. Upon calling customer service, I was informed that service with my phone number was going to continue until the end of my service month. They would not end my service effective 4/12/2015 even though they can confirm my service ported on that date. I was told by the rep that they don't have the capability to stop service in the middle of a billing cycle. Dissatisfied once again, I requested to speak with a member of the customer loyalty team. Instead of transferring me as requested, I was placed on hold for several minutes. When the rep came back to the line, she advised that they agreed to credit me back to the 18th, but would not adjust it back to the day I took my number to another company. She also advised me to pay the full amount and the credit would reflect on the next bill cycle.Desired Settlement: I would like my account adjusted back to the 12th when I ended my service with nTelos. I would like to pay for the service that I had from April 9th-11th only without any consequence.

Business

Response:

I called and left the customer a voicemail advising that the proration would not show until after her next bill cycles which is not until 5/8/15. I also advised her in the voicemail that she could wait and pay the current amount after her next bill processes if she would like.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I unfortunately do not have the time to followup with the person that called me. I dont agree with the date of the 17th since I have emails from nTelos confirming that my number ported on the 12th. However, this is just another example of business taking advantage of the consumer. I will pay the final amount due on my account when the bill generates next week. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On September 20, 2013, I purchased a Novatel MiFi system from a salesperson by the name of [redacted]. I asked proper questions to ensure that the product and service that I was purchasing would suit my needs, specifically speed and connectivity. The young man told me that the MiFi would be a comparable fit to replace the internet service I had. Once I got the product home, it failed to work to my needs. I took the device back within 24 hours of the purchase. That's when I found the truth about MiFi. I was told by another sales rep that the device should not have been sold to me. Especially after I told her what I was using it for, this was the same list I gave Mr. [redacted] the day before and he said it would be no problem, the connections would be there, as well as the speed. The sales representative was uneducated in the MiFi product and service. Therefore, I wasted time and money because I believed the sales rep. I paid $99.99 for the MiFi device and then had to pay $50 for airtime to use the device ($149.99 plus tax). When I returned the device less than 24 hours later, I was told that I had to pay a restocking fee of $35. At that point, I received a refund of $64.99. I have a huge problem with that because the product and device should have never been sold to me in the first place. In addition to finding out that I had to pay a restocking fee, I also found out from another sales rep and the store manager that the young man should not have suggested the product to us at all. Furthermore, the store manager told me that he was going to work on getting a credit applied to our phone bill to compensate for the mistake and hassle. I gave the man sufficient time to contact his supervisors and then get back with me. However, that was an issue also. Whenever I called the store location, I was transferred to a customer service call center. I could never reach the manager by phone, so I physically went to the store several times, but never found the manager there. Because I never received any information from him, I took matters into my own hands and contacted the company myself. They issued a $45 credit to my bill in October, but that was almost a month after the manager had told me he would get back in touch with me to make me aware of a resolution. Again, I say, I had to contact the company, if I had not done so, then the credit would still be outstanding. If the sales representative had been properly trained then I would not have had to go through a 2 month long hassle to get a resolution. nTelos dropped the ball here, they did not provide Mr. [redacted] with adequate training, and as a result, I suffered.Desired Settlement: I would like to get my money back from this whole ordeal ($149.99 plus tax). This should have never been an issue. Again, I say, if the representative had proper training, then I would not have gone through all of this hassle, and my money would not have been tied up in a useless device. I do not think that a consumer should be punished because a company does not take time to train properly. I do not appreciate the lack of communication from the manger either. Businesses need to be held accountable for their people and their products. The representative is still employed, and goodness only knows how many others he has sold inappropriate equipment to.

Business

Response:

I issued a credit of $40 to account [redacted] bringing total credit given to $149.99 as customer requested. Here is a breakdown of credits given, $64.99, $45 and final credit of $40.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I have been a customer with nTelos since I was 18. I will be 30 in September. I purchased my first pre-paid phone with you all and then signed a contract somewhere around 2008. I have only had issues with my phone when I go out of town and then my husband's line has always worked. This has always been the way for some reason. Yes, we check the roaming and varies networks just to see if we could make it work. It never does. When I moved to Midlothian, VA in 2012 I experienced issues with my phone finding towers. They did some random stuff to make it pick up the new towers. Again, my husband's phone never had the issue. Mind you we have had a multitude of phones over the years and it always has been my phone. Friday, June 27th, I began experiencing issues where my phone would not access the internet. I called in, got bounced around. I was eventually told to back my phone up and call back. I did just that. I have reset every setting on my phone, and then the reps became so focused on the fact that my husbands phone work and mine didn't that they would not listen to anything that I was telling them. I tried to tell them that texts were delayed 8 hours. My phone was dropping calls. Internet was not working. I then spoke with a manager who was so arrogant that it made me want to vomit. He was so sure that it was my phone that he made me go back to the [redacted] store after I have been there all morning and they had taken my phone apart and confirmed that there were no issues, to demand they replace my phone with [redacted] Care. He applied $50 to my account because he was so sure that would fix the issue. I spent from 10am-6:20pm Saturday, no food or drink, driving back and forth between [redacted] and Ntelos. I stood in the Ntelos store for several hours while they changed my plan against my request, they swore the price would be the exact same and all the services would be the same. They argued back and forth with at least 3 different service reps which were of no help. Finally, they thought they had it fixed. When I got home, it still didn't work. I called Ntelos back, they tried some various things over a few hours, nothing worked. They then opened tickets with the engineers after my phone dropped 3 csr's, they said they had data from those dropped calls. They said I would hear from someone and never did. Sunday, I called and they tested my husbands line right beside me. His tested -94 and mine -108. This he said was why my phone was dropping calls, etc. He said he was adding that and the engineers should be back in touch. They never were. Today, I called in at 5:08pm and did not hang up until roughly 7:18ish. I went to the nTelos store where they replaced the sim card, the second one. They changed the background number associated with my phone number this time. I got home after being at the store 45 minutes, a total of roughly 3 hours with them today, this time my internet is not working. I call back in and the rep could not help. I asked to speak with someone to cancel my account and waive the termination fees since they can't get it together and make my phone work. I spoke to [redacted] at ext [redacted] who was absolutely rude and rushed me back to IT instead of listening to what I had to say. She obviously knew she was leaving soon because when the IT guy went to transfer me back to her they had closed. Nice obstacle. I still do not have working internet. This is the 10th day. They are now telling me to go to the store to get a 3rd sim card. I refuse to waste my time. To me, at this point I should not be expected to waste anymore of my time. I have spent well over a total of 24 hours of my time, literally, dealing with this. My request was simple, cancel my account and waive early terminations fees, also reimburse me for the number of days that I have not had service. I now feel that I should be reimbursed for the time I have spent to be treated like crap. Let me tell you what I missed out on while dealing with this: my personal college graduation party Saturday, eating bfast and lunch Saturday, today I could not eat dinner with my kids, actually I never made it to eat dinner, I could not go to the gym today, I could not read my 5 year old a bed time story( he cried because he just wanted to get off of the phone with the stupid phone people, I agreed). How much is too much for a customer? Well, I would be ashamed of myself if I personally caused any of these things because my company provided service this bad. It sucks to know that I was patient because I wanted to maintain the relationship over the years. I feel the relationship has been thrown in the [redacted]. I think the above is self explanatory, if not, read the notes on my account.Desired Settlement: Reimbursement for the time that my service was interrupted. Reimbursement for my time spent. Roughly 24 hours. I make $45k a year so equal or greater than my salary. I would like to end the contract with out fees for the two lines on my account. I would also like an apology.

Business

Response:

Customer early termination fee's have been waived and credit was applied to account for days out of service.

Review: I have Ntelos Wireless for 2 cell phones. Both have the personal hotspot unlimited internet access. I received a message today, 6/5/2014 that they were cancelling my contract on 1 of the phones on 6/18/2014 due to excessive usage. When I called to find out what I could do, I was told that I would need to speak to a Special Representative but none were available. I am still waiting on a phone call back. If they are going to cancel one phone then they need to cancel both of the phones on this contract since it is a Family Plan.Desired Settlement: They have stated that they will waive the early termination fees and let me keep the phone on the number that they are cancelling. Since this is a Family Plan, they need to also waive the early termination fees and phone cost on the 2nd phone on this account as well.

Business

Response:

Customer talked to CLT on 6/5/14 and NTELOS agreed to waive early termination charges for both lines and educated customer on porting process. Customer ported to [redacted] on 6/8/14.

Review: I have spoken to Ntelos a few times about poor cell coverage. My wife and I both work in EMS and rely on coverage to call in for medication orders and to give pt. care report. Last night I spoke to a gentleman about the issues. He stated that I was in a low to moderate coverage area. I explained to him that my wife is now in SC with her new EMS job and that she has very poor coverage. he explained to me that Ntelos had no towers in SC. He explained that with me moving this week, that we should be able to cancel the contract without fee's due to Ntelos not being able to provide coverage and there would be no stores to go to for help. He transferred me to [redacted] in the Customer Loyalty Team, and he stated that a move did not allow me to cancel service without fee's, and that it would be $350.00 per line to cancel. He stated that I should just wait till 6/1/14 to cancel as there would be no fee's. My concern is that we will have no steady coverage and we will be paying for a service that Ntelos can not provide. Several people that I work with are having the same issue. I am not one to talk bad about someone, but I will be sharing with them how Ntelos feels about these issues.Desired Settlement: I would like to be released from our contract without a fee so that we can get cell service from a carrier that has coverage in our area.

Business

Response:

Will waive Early termination fees with return of equipment since customer has moved out of area.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I turned in the phones as they asked to keep from being charged the $350.00 per line early deactivation fee, but received a bill for the amount. I called and I am awaiting the bill to be corrected. [redacted]

Regards,

Business

Response:

Adjustment for ETR's was entered on 2/9/14 customer will see credit on next invoice.

Review: Mortifying consistent BAD Customer service for 7 consecutive years that is only compensated when I Escalate to the corporate Level. I have been a loyal customer to Ntelos wireless company since 2006. I have had to contact customer service & customer loyalty in that timeframe @ least 50 times, either for disconnecting my service twice after I had already paid the bill to mostly receiving the worst customer service from rude & incompetent representatives, to not being able to get bad reception, to getting loaner phones when something is wrong with my own device, only to realize when I get 3 miles away & attempt to make a call that the phone has not been activated. This deplorable service has happened both on the phone & in a service center, I will speak to a rep. Who would then tell me one thing on the phone only to go to a service center & not have them tell me they don't see where this information has been documented on your account, after the rep. Spoken to has assured me that when I get to the store the rep would be able to take care of me once I get there, to only get there & those reps don't see anything on my account, & having to explain the entire situation all over again.Desired Settlement: Well the only reason that I have stayed for 7 years is because I would escalate to corporate level & them compensate me with the resolution I was seeking. This morning after being home with the flu for a weak I contacted them to request a payment extention the rep then began to tell me she would extend an extention with 38 dollars down, so I asked if I could do the five day with nothing down, like I did last month, only to have this incompetent girl say "you did'nt get an extention last month &

Business

Response:

NTELOS has worked with customer each time she has called in to complain no additional offers can be made to customer, no matter what we do credits, phones etc customer is still unhappy. Agreed to cancel service in 30 days time and waive ETR's so customer would have enough time to find another service provider. Customer received $149.07 on 9/19/13 and NTELOS agreed to cancel her service with no ETR charges and customer still sent a letter to Revdex.com after getting credits, and payment extension and NTELOS waiving ETR. No additional offers will be made to customer. 9/19/13 11:38am Explained to customer that extension policy had changed and now required a down payment customer upset because last time she needed extension she did not have to make down payment. Rep ended up crediting customer $35 to appease and made payment extension. 9/19/13 6:05pm Customer called back in requesting Supervisor, customer felt she should be allowed to upgrade phones because of how she was treated without paying buy out fee. Supervisor explained that was not going to happen as NTELOS does not seem to meet her needs as she is continually unhappy. Issued a credit of $114.07 cleared balance to zero on account and set Disconnect for 30 days out and agreed to waive Early Termination charges.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.See attachedRegards,[redacted]

Consumer

Response:

This email is in reference to the bill that I faxed earlier today a bill from ntelos wireless; instead of them giving me the credit that was already given to my by the corporate manager [redacted] before the next bill even generated; & because of the mortifying customer service I received with ntelos the corporate my [redacted] also decided to allow me to have an early contract termination, because it was his decision to let me go as a 6 year customer, so because he decided not resolve a loyal & valued customer he decided 2 give me 30 days to find another wireless provider & he did not say it would cost my a double bill! This is why I reported this untrustworthy company to the Revdex.com in the first place because I knew I would need an advocate. The resolution agreed on was for me to severe all ties with Ntelos with 0 commitment! done! Over I want no more correspondence from then let alone any bills! I have moved on with a professional wireless company that I have happy with! I would like for amy correspondence & all ties canceled out! I am asking the Revdex.com to assist me with completion of this resolution once & 4 all! Please & Thank you.[redacted]

Business

Response:

Issued a credit of $146.08 for 9/26/13 invoice customer ported out on 10/19/13 so she will be billed usage up to that date and will receive a credit for the remainder of bill cycle. These credits will be on the next invoice so there will be a balance that customer actually owes. she has already receive credit for 8/26 and 9/26 invoices. Yes we allowed her 30 days to find another service provider we did not agree to not charge her for the days of service she used. Her personal letter stated NTELOS would give her 30 days to find another service provider that does not mean she would not be billed it means we will give her time to find another service provider before disconnecting her services.

Consumer

Response:

I do not accept this response because it was the wireless company that told me to leave! As a matter of fact the corporate manager [redacted] offered me the 30 days to find another carrier, which I thought was the least they could do with dismissing a 6 year customer because she received deplorable customer service with the wireless company for six years! That is why they were always compensating me! If you stated that you are going to give me 30 days than the definitive of give means to present; not to bill; & why does your company have so many miscommunications problems? If you were going to bill me then you communicate that! Not mislead the customer & tell her that you are Going to GIVE her 30 days to find another carrier after you have dismissed them after 6 years! Yes the had credited the previous month; but when I received the bill the credit plus a extra months bill was there, hence what I faxed to you; [redacted], I now have a new carrier that I'm happy with, & what to move on & have no more communication or bills from Ntelos wireless, they are now my past & I would like 2 me forward with resolution of a 0 balance & resolve this matter once & for all! Putting this matter to bed! Please & Thank You! My Resolution is to be totally done & finished with Ntelos for life! [redacted] please help me to make this a realty! Thank you for all your help & attention to this matter it is greatly appreciated.Regards,[redacted]

Review: I have been an nTelos wireless customer continuously for 16 years. My Husband and I had 2 nTelos wireless lines. In December 2014, nTelos sent us a letter saying that nTelos was dropping wireless service in our area. In September 2013, I bought a new wireless phone from nTelos. In May 2015, my nTelos wireless phone wouldn’t charge. As my local nTelos store in Chesapeake had closed, I phoned nTelos and asked where to get the nTelos phone fixed. I explained to nTelos that a prompt resolution of the phone problem was needed as I have worked as a Salesperson during the past 16 years that I have been an nTelos customer, and have my clients' contact information on my phone. The response from nTelos was that they no longer would repair my phone. Needing my phone for work, I contacted [redacted] offered to immediately transfer my contacts from my defective phone to a new phone, and port in my phone number. On May 15, I then told nTelos and switched to [redacted] service. In June we received a bill from nTelos for $640.38, with $525 early termination fees plus a full months charge because I switched from nTelos one day into a new month. I phoned nTelos and told them: we're in the 19th month of our nTelos 2 year contract; our payments have been on time and are up to date; I again gave them the information above on battery charging problems and lack of repair support, that my phone contact list is needed for my job. I asked them to waive the early termination fee and prorate the monthly charge, but nTelos refused. To summarize, nTelos is dropping wireless service for our area, they would not support repair of the defective phone purchased new from nTelos, and after 16 years of my customer loyalty to nTelos there was not corresponding credit given to their long time customer.Desired Settlement: Waive the early termination fees, and prorate the monthly charge.

Business

Response:

I spoke with the customer and made an offer with her. She and I both agreed on the following. I credited her $61.60 for the proration from the day that the lines were cancelled until the end of that billing cycle, and I credited half of the ETR's that were charged to her. She had already had been credited $125.00 towards the ETR. I request this case be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution disappointing to me. I am disappointed with the nTelos offer to reduce the Early Termination Fee by only half. I was over 19 months into my 24 month contract with nTelos. After I had been an nTelos customer continuously for 16 years, and then nTelos chose to discontinue service in my area. Additionally, nTelos closed my local nTelos store, and they would not even try to fix the cellphone I purchased new from nTelos. As I told nTelos I will be filing a complaint with Virginia's Division of Communications. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I signed up with this company on October 31st 2014 with the information giving by the representative ([redacted]) in the store that the plan was going to be 40 dollars per line for unlimited talk, text, and data plus 15 dollars a month each for the phones on the account which are a samsung galaxy s5 and an iphone 6. Our first bill came out to be $130 like the representative said it would be monthly but our second bill came out and it was $178 dollars which it shouldn't of been. I called the store about the issue and talk to the manager ([redacted]) and she said 'she didn't know why the representative told her my bill would be 40 dollars per line for unlimited everything when they don't have a plan like that.' I went on to tell her I wanted out of the contract on the phones because I was lied to about the information for the plan I was signed up on. She refused to help me out of the contract even though I have proof of the information the representative at the store gave me.Desired Settlement: With this issue I want to cancel my account and return the phones that is connected to it without being charged retail price for the phones (both in good condition still). I should not be liable for the phones when I did not agree to the terms of paying more for a plan the representative lied about when signing up.

Business

Response:

Waived equipment installment fee with return of handsets customer agreed to pay $50 restocking fee for each device. Customer worked with NTELOS Loyalty department to resolve.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Ntelos took the phones back and resolved the complaint.

Regards,

Review: I recently got my cell phone bill from Ntelos, I thought it seemed kind of high so I compared it to the first two bills that I had gotten once I looked them over I made a phone call to the company to customer service to ask about the different charges so I could understand my bill better. Once talking to the man he stated to me that my original plan itself was $90 and at that time I was getting a $10 per device credit so $50 once I looked at my most recent bill they had given me a courtesy rate plan of $60 instead of the $90 but yet they turned around and was charging me that $50 that prior I was getting as a credit so if I stay on the $60 rate plan that they gave to me as a courtesy I technically am paying them $20 more than if I would switch over to my original $90 plan. I did contact them and response to this and question why they did what they did I told them I was very thankful for them giving me the courtesy $60 rate plan and that's exactly how they referred to it as but yet then they turned around and started charging me for the $50 and at the same time making 20 more dollars off me. So when I spoke to a guy by the name of [redacted] at corporate he said he cannot leave me on the $60 courtesy plan that they gave me and still give me the $50 credit as I was having prior to them switching me so I can either pay $90 or I can pay them $120. I just feel that they gave me the $60 plan out of courtesy and that's exactly how they stated it but yet they did not speak of changing or making me pay that $50 credit that I was getting prior.Desired Settlement: I want to stay at the $60 rate plan that they gave to me as a courtesy and at the same time I think they should also honor the $50 credit that I was getting prior of them switching me over to the new rate plan. I also think it is just pretty sad that they did not tell nor explain about that $50 change so I feel if you're going to offer a customer a rate plan of $60 and that's the only thing that supposed to change then everything else should stay the same for them to have change that and started charging me the $50 I think is very dishonest.

Business

Response:

I spoke with this customer on 8/21/15. I advised her since the data that she is currently on is lower than the one that she was one. no other discounts would apply. I offered to put her back on her old data which would be about $30.00 higher and then I would put the $50.00 discount back on the account. She declined that offer and told me to not to make any changes. I request this case to be closed. Thank you.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not accept the offer of being put back on the higher plan at $90, reason being is because I had the $90 plan with the $50 discount...they out of courtesy reduced my plan to $60, never once did they say I would lose the $50 discount...they out of courtesy gave me the lower plan at $60 and then added back in the $50 with no notification that was being done. I am grateful for the reduced plan of $60 that they offered me (I did not at any time ask for) but then for them to also change the $50 credit I was getting to now me having to pay it is very dishonest as to them actually making $20 dollars off me then my current plan of $90...to me that is almost scamming in a way and if I would never looked at my plan in detail to this day I would have never known.

Regards,

Review: nTelos was my cell phone provider up until Nov 2014 at which time I changed to us cellular thru there buyout program. in order to complete the buyout I needed the final bill from nTelos stating my early termination fees. I called nTelos several times I was told that if I took my Id into a local store that they would print it out for me so I did this at two different locations each time I was told they were unable to give me a copy because it was not ready but yet I was told on the phone that it was ready and that I could pick it up at these local stores.. It took me 2 months to get them to give me the documentation I needed.. I then gave the information to my new provider to finish the buyout. It takes 12 weeks for the buyout to be completed a few weeks after I received the documentation I needed they turned me over to collections.. Now I have the buyout money to pay off ntelos but the collection company they sent me to will not accept the buyout credit cards that my new provider has sent me. I think that this is unfair when they held up the buyout by not giving me the paperwork that I needed. I now have this on my credit report when I am trying to build my credit and it wasn't even my fault. Thank you for your timeDesired Settlement: I would like for nTelos to pull my account from collections and give me a discount for all of the time and effort I have spent trying to get this taken care of

Business

Response:

I spoke with this customer today. She paid me $1400.00 with the pre paid credit cards that her current carrier sent her for buy out your contract. She does still yet have a remaining balance which she advised that she would pay as she is trying to build her credit.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was contacted today and I did pay the 1400 dollars however 1750 was paid as my credit card shows that the collection company Processed A payment for 350 as well. However I do not feel that I should have to pay the remaining balance because it never should have been turned over to collection in the first place! Ntelos gave me the run around numerous times while trying to do what I needed to do to complete the buyout. This has caused me nothing but unneeded stress these last 6 months I am disabled and very ill. I would like this to be completely removed from my credit report not just listed as satisfied! How can this company withhold the paperwork I need then when I finally get it wait a very short amount of time and then turn it over to collection and think it's fair? They knew it was a buyout from the start as I spoke with them many times! I have done everything I was to do from the very beginning the fact that I didn't get what I needed from them from the start is not my fault and I should not be punished for their incompetence!!

Regards,

Business

Response:

The balance that remains due, the customer advised me yesterday that she would call back after she got with the other people that were on her account and pay the account off. The remaining balance due was a past due balance that was carried through her cancellation date in Nov. 2014, and has nothing to due with the early termination fees that were charged. Since it has gone to a Collection Agency, once the debit is satisfied by the customer, the Collection Agency and Credit Bureau's will list the debit satisfied and not just remove it from her credit report. That is how the Credit Bureau's operate. The collection agency did confirm the payment that she made with them, but the balance with us after that payment is posted is still a valid debit owed.

Review: My phone did not receive the service that was promised in my area. I was having trouble with service on my phone and have went to the store where I bought the phone to get help with the problem. No one seemed to help me with the problem. There solution was to drive 2 hours to a corporate office to resolve my issues. My phone was also having issues with not receiving incoming phone calls along with not being able to place outgoing phone calls. They told me that there was nothing that they could do and that I had to drive to a corporate office for them to diagnosis the phone. I'm sorry but I work full time and take care of a disabled child, I do not have the time to drive 2 hours somewhere for them to look at my phone and than drive 2 hours back to my house and not even knowing if they could fix my phone. This is not good customer service, nor is the company holding up their end of the agreement from when I signed my contract.

I use my phone for work and personal. I can not be without a phone since I travel a lot for my job along with needing it for my son who does have heart failure....I am a lot of times needing to call doctors for this! Having a phone that is dependable is super important! So I had to break my contract and switch to a different phone company that could provide me with reliable service and great customer service.

I feel completely let down by nTelos, I called the customer service team after receiving my Early Termination Bill in the mail. They said that they could not lower my bill at all because I never called customer service to complain about it, and that I would have had to have gone to corporate office to have anything done to my phone. I told them that I live right next to the mall and that I happen to be in there a lot and that I would just stop into the store that I bought the phone from to receive help. I do not want to call just to wait on the phone for 15-20 minutes like my usual wait when I call nTelos, especially when I could just talk to someone at the store.Desired Settlement: I'm not asking for nTelos to clear the whole bill, all I was asking was for them to at least meet me in the middle for the trouble. I just don't feel like I should have to pay full price for deactivating my phone with nTelos because there service was not the right one for me.

Business

Response:

Customer can return equipment to NTELOS corporate store or mail handset to [redacted] Waynesboro Va 22980 Att: [redacted]. If handset passes physical/liquid damage inspection Early termination fee will be waived if handset does not pass inspection partial waiver will be given of $175.

Review: I purchased the phone on oct 2 via the store at the colonial heights, va. it was brand new when I brought it and paid $154.00 all together. Not even a week went by and the phone stopped charging. I reached out to the colonial heights, va store and the toll free customer service who advised me to just remove the battery and put it back in several times. it didnt work. I did go to the colonial heights , va store the same I brought it and spoke to a caucasian male and african american female they were no help to me. I asked for a store manager and they told me the manager wasnt in. they didnt offer a name or to take a message or even when the manager will be back in. I am upset that this phone is less than a week old and its not charging and they wont swap or replace this phone for free for me. I wish to speak to a district manager over the store. I have health problems to include breathing issues and need my phone. my phone is completely dead and I cant use it but im paid for a month of service up front. if they dont correct this, I will go to another prepaid company. I even called the corperate office who didnt help me. I been with them for some years now and they will loose a good customer. I will also let my family and friends know that poor service I received and the poor quality phone.Desired Settlement: I want my phone replaced WITH A NEW PHONE LIKE I PURCHASED and a month of free service for not being able to use my phone.

Business

Response:

Customer handset was replaced on 10/11/13 and it was a warranty swap no charge to customer. Looks like previous issues customer had was because handset had some physical damage which would void the warranty. Handset was replaced once the customer went to retail store customer was trying to get replacement via customer care and was informed she would need to go to a retail store and they would look at handset to determine if it could be replaced under warranty and she was given managers schedule at the Colonial heights store. No credit will be issued as handset was replaced on 10/11/13 via warranty.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

Review: It all started when I decided to purchase the LG Ignite, a week after I purchased it I was completely unsatisfied, so I went back to the store in Charlottesville, Virginia and they would not do anything about it even though their return was 14 days and exchange 30, all I wanted was a different LG Ignite to try out, but all they did was reset it, but that did not help. I was in contact with the Ntelos email service and they would not do anything about it. So I would be stuck with it until November of this year, needless to say it sat in a box on the counter unused for months. The other phone on the contract was the same way as mine was, but that person had the patience to deal with it. I purchased the Ignite of November of 2011, and had taken it by Ntelos multiple times and there was nothing that could be done, they even told me that the phones were defective when they received them because they were so new, and there was nothing the insurance I paid for monthly, could do nothing for me either. In February of this year, I couldn't take it anymore, I spent my tax refund and paid to get another phone for me and the other person. That phone broke with one single drop, and the other phone now is worse than the other one. It completely cuts off in the middle of a phone call or anything and has to be restarted a lot during the day. So I didn't have a job when my phone broke, I waited to reactivate one of my old phones which costed 15 dollars, I couldn't get other one fixed because I did not have 100 dollars and why pay when you are not happy with the service you are receiving. The phone the I reactivated was the same LG Ignite I had before, so I was upset again. I have been in contact with ntelos trying to figure out something to where we could both get new phones but they won't do anything about the problems we are having. When I got my new job I was thinking about paying the 100 dollars or more to fix my other phone, but why pay to fix it when I want out of the contract because of the degrading of the service in my area and the complete rudeness of the customers service personnel. In February of this year I spoke with someone at this facility and they helped me alot after 3 or 4 weeks of playing phone tag, but we had a problem later on and she never returned our phone calls, and that problem has not been resolved and we are still paying higher than what we agreed on. But once I received the Samsung Galaxy S2 which was the phone that got broke, and misplaced, I was satisfied but wasn't happy with the 350 spent to get those phones. Since February the service out here has gone down hill and we still don't have the 3G out here like they promised by now when we signed the contract. I am not happy with Ntelos at all.Desired Settlement: The holders of the cell phones would like to end our contract for two phones that would cost 700 to do so, with no buyout or early termination fee.

Business

Response:

Waiting on customer to callback to Customer Loyalty to resolve complaint left message on 9/20/13.