NTelos Inc

Review: I have several dealings with this particular business and every one has left me with a less than favorable impression. 1.) I had a great plan carrying (4) simple flip phones so we could provide phones for our elderly parents for a number of years. This plan cost $125.00 per month. I started seeing advertisements from ntelos claiming you could have (4) smart phones for $100.00. When I went to the store on [redacted]. on 2/14/15 I was told "oh no you really can't get the phones for $100.00." by the time you add the cost of the phone, taxes etc., the cost for each line would exceed $100.00 So I told I believe it was Mr. [redacted] that I would still be interested it I could get (4) I-phones for up to $130.00 per month. After doing a lot of calculating he came back with (4) moto G phones and said I could get those for roughly $140.00 per month. He also said the payments would go down as I paid off each phone, so I agreed. So far I have not seen a bill for less than $175.00. 2.) At the time I purchase the phones I was told that the phones had a (1) year warranty and that I could purchase additional insurance for a cost of $6.99 per month. I was told that if anything happened to my phone all I would have to do is bring it in and that they would give my another one. So I purchased the additional insurance for my phone only. At that time it was never told to me that liquid damage would not be covered under warranty. This was after all my first I-phone and I had no idea. So on 9/6/15 I had and accident with my motto G and it became wet. After trying to dry it out with rice I took it up to Ntelos to get a new phone per their word and was told I would have to pay a $50.00 deductible and contact the insurance company. Perhaps this was common knowledge to other people but this was never told to me before but I did what they said. After paying $50.00 I was sent an obviously refurbished old motto E phone. One that was certainly not up to the standard of the one I am now paying for. Don't do business!Desired Settlement: 1.)As I was told that my bill would go down as I paid off each phone I would like for my bill to be adjusted accordingly.2.) I would like a new moto G phone as that is what I am paying for.

Business

Response:

I spoke with customer today. I advised her that any time you file an insurance claim, they sometimes can not send the same phone that you filed a claim on, however that will send the next compliable phone they have. I offered to change her rate plan to save her $30.00 per month. I also offered $60.00 credit on the current balance that she owed. She accepted. I request this case be closed out.

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. This has been resolved.Regards,

Review: Ntelos is currently in the process of leaving my area. This change came as a great surprise with little information. I have tried to seek additional information on when I can migrate to a new carrier as I want to find a carrier that will be comparable in price for similar services. I recently discovered that if I switch to [redacted] I can switch now but if I choose a different carrier I have to remain a customer until September. I should not be forced to go to [redacted] if I would like to start new services elsewhere I should be able to do that once I find service of my choosing. I choose not to do business with [redacted] for a reason and that should not be the only allowable carrier to leave for prior to September as in the notice I received my service speed will decline after June. I also do not believe that any of this is outlined in my contract and I should not be held to any requirements as they are choosing to leave the area. I should not be subjected to additional fees if I choose to migrate as why should I be subjected to slower service due to their transition. I also do not want to be only allowed to migrate to [redacted] for no additional fee.Desired Settlement: I would like to migrate my services, not to [redacted], upon locating a new service provider even if it is prior to September without being charged termination fees.

Business

Response:

I spoke to the customer today and advised her that she waits to port her numbers on 6/1/15, then I would wave all early termination fees for each line. She agreed.

Review: I have contacted Ntelos on separate several times over the past several months requesting assistance with my wireless service and cell phones. I first entered into my contract with Ntelos in March 2012. At that time, I lived in Orange VA and was serviced by the Charlottesville office About 6 months after entering in the contract I began to have problems with my phone and service. Problems included the phones software not working properly, as well as, service issues. Phone calls would not go through, text messages would routinely not send, messages would not arrive in a reasonable time to my voice box. I travel allot, so at the time I thought it was due to me traveling in and out of service areas. To correct the problem I would turn my phone on and off regularly. I have since moved to [redacted] VA. My problems have increased and at times, I cannot even use my phone because it is doing whacky things, such as a frozen screen, activating incorrect apps, not dialing out or connecting to service. At first I requested Ntelos to bump me up to a hirer plan option, costing more money and extending me another two years. To do this cost $600.00, plus the cost of new phones, because they want to charge me a contract cancellation fee. I think this is ridiculous because I requested to stay with them. When I challenge the fee they just tell me that they will send me to collections, or they try to negotiate fee rates. Why should I pay for an unreliable service and phones that are not working as they were presented to me. Also, my colleague was with Ntelos and experience the same problems with their service and equipment. When he moved to Gainesville, Ntelos let him out of the contract for free. Yet, they will not do the same for me.Desired Settlement: I have argued with Ntelos enough. I am tired of being bullied by Ntelos to stay with a service that doesn't work, as well as, being threatened about collections. NTelos has demonstrated that they have poor costumer service and do not care about resolving issues with the service or equipment. I would like out of my contract without termination fee and I would like 30% of the past 6 months of my service charges refunded to me to compensate for my time and the poor service I have received.

Business

Response:

Customer can return equipment and cancel service with no Early Termination charges as long as handset passes physical liquid damage inspection.

Consumer

Response:

I reject this response, because I bought these phones. Why should I give them back the phones? I paid for them and they do not belong to them. Regards, [redacted]

Business

Response:

Customer did not pay full retail price for the handsets. Mr. [redacted] received 2 Motorola Milestone x2 handsets for the price of $249.99 each with a 2yr contract, full retail price is $459.99 customer may cancel service and if he chooses to keep equipment NTELOS will bill the Early Termination charge to recoup discounts given at time of sign up. I will give customer until 6/3/13 to think about.

Consumer

Response:

I am not sure I agree with this. I can understand the companies one-side argument; but here is mine response. The company chose to sell me both phones for the price they stated. That was an agreed upon purchase price. The key word is purchase not rent or lease. What they didn't tell me is that the phone software would no longer be updated, so functional services on the phone would start having problems 6 months after I bought the phones. I think the bigger issue that the company is touching on is that they do not service their products after purchase. This is a problem for customer buying a two year contract, expecting a piece of equipment to last for two years; however, they only get about 6 months life on the phone. This could be a long-term problem for the company.I definitely want to cancel my plan, but I am not in agreement that I owe the company back the phones. They can have them back but they should offer some sort of reimbursement for the equipment. When I bought the contract, I bought a product, plus a service. The service is paid for over time (even though there are upstart fees). The product is paid for upfront at an agreed upon price...I appreciate that they want to resolve the issue quickly and I want to thank the Revdex.com for facilitating conversation and for the company being responsive with options; but they do not have a right to bully me with sudden dates or long-term threats to limit my decisions. The Revdex.com cannot even respond back to me or the company before June 3, 2013...So now they are saying the the Revdex.com process does not matter. I do not have the option to accept or reject the argument. Additionally, one of the complaints I have shared is that I do not live near an ntelos store. I live about 2 hours from the nearest one. Right now I am working in Texas until 1 June. Its truly unrealistic ntelos to expect me to return equipment to their store by 3 June. Maybe ntelos should send me a postage paid UPS service, so that I can mail the equipment back?? Additionally, I bought the ntelos service to conduct business, personal, and educational activities. How do I account for the loss I will incur from suddenly shutting off my service, without a plan on the back end to shift my requirements to? Is ntelos going to pay me for lost revenue or at least pay for me to start service with another company? It would be a good business practices on their side if they offered to pay for the services and equipment fees at the next company I use to help me transition. Can this happen?At this point we have have agreed that the service will be terminated without a termination fee, because they have done that for other customers fort he same reasons I am stating. Thus it will be done for me, unless they practice unfair business practices. What about the phones? I am not giving the company free phones or walking away from the money I paid for, for them.Since Ntelos has applied 3 June as a final date, I really need a response back by 31 May 2013, from them. Do they agree to terminate the plan without fees? I will give them back the phones, provided they refunde me for the money I paid for them. Finally, what transition plan are they willing to pay for for me? Regards,[redacted]

Business

Response:

The offer stands as is no additional credit will be given and customer must return the handsets to have the ETR's waived. Each complaint is taken on a case by case basis, NTELOS does provide updates for our phones however you must live in the network in order for the updates to be pushed to your handset. I can send a prepaid shipping envelope to Mr. [redacted] to return the handsets if they accept the offer if he would like to keep the handsets then Fees will be charged. When customers sign up for service we offer the handsets at a greatly reduced rate because they are committing to stay with NTELOS for 2years customer wishes to break this agreement because they no longer live in the area and in order to do this handsets need to be returned or ETR fee billed. I will give customer until 6/11/13.

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.Please send postage paid envelope to [redacted]. I will call into the company before the 11th and cancel my plan.Regards,[redacted]

Review: Me and my family recently moved to [redacted] Georgia, and NTelos does not have any stores down here. And the service on our cell phones are not at all good(Dropped calls, phone not sending or receiving text, very little 3G for our phones, not ringing when people call us). We want to cancel our service but we are expected to pay them to cancel service that is not available to us.Desired Settlement: They would have let us known more about the contract. I would expect them to cancel the contract with no fees, simply because they have little or no service and no stores. I am now paying for service I don't have.

Business

Response:

Will offer customer full early termination fee waiver with return of equipment and will send call tags. Customer loyalty is reaching out to customer to make the offer.

Review: I have been an Ntelos customer for over 10 years. I resigned a 2 year contract with them in May 2014. Now, they are now pulling out of the [redacted] Area. I was promised 4 g service and now I have had to switch all my data phone to 3 g because it does not work on 4 g. This is not the service I was promised when I signed my contract. They were promoting 4 g service in the [redacted] area and it was available. there has been a whole day data outage recently and one of the phone on our service did not work for much of the day on May 23rd. The service being provided is less than promised when I entered into this contract.

Ntelos is reducing their cellular services and will not let me out of the contract until September 15th when the phone will be released as part of their withdrawal from the [redacted] area. The only option Ntelos is offering to get out of the contract early (before Sept 15th) without paying the early termination fees is to go to [redacted]. I do not want to go to [redacted].Desired Settlement: I want Ntelos to unlock my phones at my request without paying the early termination fees. They are leaving the area why am I being penalized.

Business

Response:

I spoke with the customer today. I agreed to waive all early termination fees since 6/1/15 was the original contract release date. The customer agreed.

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 paid my prepaid ntelos mifi card charges on 10-24-14,and they suspended my internet today and wanting to charge me another 50.00Desired Settlement: I want my internet either turned back on or my 48.00 back

Business

Response:

Bill cycle change was done on account in August and customer was responsible for the 26 days that payment was pushed out and current monthly fees. This was explained to Account Holder on 10/28 when she contacted NTELOS regarding her service being disconnected she remembered the transaction paid the $50 and added [redacted] as account manager so she can get account information. No credit is due and service was restored with payment.

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: When I renewed my contract I was specifically told that nTelos offers nationwide coverage and that I should not experience any problems after moving to another state. It turns out that nTelos does NOT have cell towers nationwide. Their towers are located in the Mid-Atlantic region and in the rest of the country they bounce off the cell towers of their "partners." My service is terrible despite living in a larger city than before. I have been told that if I cancel my service I will be charged over $300 for a contract termination fee despite the fact that nTelos is not upholding their end of the contract by providing me with the service that I am paying for. I can barely use my phone and sometimes when people call me it even says that my phone number is out of service. It takes me about 20 tries to send a simple text message and even when it is marked as sent I have been told that my text messages are often not received. I am frequently unable to use the Internet even though I pay extra for an unlimited data plan. This lack of service even cost me a relationship because a miscommunication caused by phone calls and texts not received led to an irreparable argument.Desired Settlement: I would like to cancel my service without being charged a termination fee.

Business

Response:

Will waive early termination fee and final balance with return of equipment that passes physical and liquid damage inspection. Will have equipment picked up from customer residence at no charge.

Review: My understanding is that my monthly bill has changed. I have made no changes to initiate this. I repeatedly insisted on no changes. I have been told the bill has doubled. I want this looked into and the billing returned to the amount agreed upon immediately. This is the amount as of the bill printed late in April. This is what the amount has been for well over a year, was the only amount agreed upon and has been repeatedly confirmed by numerous employees. I have never been treated so poorly by a company in my entire life. The issue appears to revolve around the data charges. We were told early in 2012 that the way the system was set up there was one 30 dollar charge that would cover data for the account. We were told there was no way to set up only one smart phone and that all phones would have data access. We were specifically told that the 30 dollar charge would be listed under the account number because it applied to the whole account. We were specifically told that we could switch to any phones and we would still have the same plan with the current fees and have data on all. The 30 dollar charge would always cover data on all phones until we agreed to a change. We were encouraged to switch to all smartphones then, but even the contract price was high. We appeared to have data on all phones starting in about January 2012. However the one smartphone never worked right until it was replaced almost a year later. As far as the bill, everything was fine and as agreed upon for about a year and a half. Over the next year or so on calls to the call center and visits to the store we were repeatedly told we had a better plan than most and we should not change our plan or it would go up. We were later repeatedly told that we could switch to smartphones and pay the same monthly fee, but we would have to pay the total cost for phones. As a matter of fract I was told this by a call center employee on June 22, 2013. If we had a new contract our rates would jump. We were specifically told not to let an unscrupulous NTelos employee talk us into any changes. It would cost us. I even called the call center and explained this at one point. I asked them to add notes that nobody could make changes that would change any monthly fees. On subsequent calls I was told the statement was there and they understood why, and it would prevent such changes. When we had trouble with a phone we visited multiple retail stores. We were told we should buy a phone outright, pay the $15 fee and because the way we were billed our costs would stay the same. I called the call center, and we were told the same thing. We purchased a phone and everything worked as promised. When another old phone had trouble we checked again with retail stores and the call center and were told the same thing. We purchased another phone outright. Paid the $15 fee and everything was fine. When the third older phone acted up we repeated the exercise. We visited retail stores, called the call center and were told to buy phones outright to keep our monthly fees. We bought a third phone outright. We paid $15 and everything was fine. When the fourth older phone acted up, we started visiting retail stores. I had trouble finding a phone. I called NTelos and was told the price on a refurbished I phone 4 was just lowered to $350 dollars and that it could be sent to me and my bill would not change at all besides the $15 onetime fee. I was told it could be mailed to my work and I would not have to go to a retail store to have it activated. I did not get around to this purchase. On about May 22nd I called the call center to make sure my bill was paid, and it was. I was going to buy two phones outright that day, but didn’t even mention it when I was told that my bill would go up, but they would look into a 10% discount for my trouble. I later visited a store and was told it doubled and there is no discount. I have no idea what is going on. I assume what happened on May 22nd is that I talked to one of the unscrupulous NTelos employees that I had been warned about. I would assume he received a handsome commission for supposedly upselling to me. He flat lied to me. He told me he needed to make the change to avoid overages. I knew it was total bull. I was very specific. Make no changes. I was told by at least 20 employees that my bill would not go up. I know this for a fact because I was repeatedly visiting many retail stores (even while traveling), explaining my situation looking for used phones. I was repeatedly told that used phones were hard to find because everyone in my situation was buying them to keep their rates from going up. I found a total of six phones from NTelos employees. I did not buy them all. I was also repeatedly calling the call center. That is how I found the price drop on the I phone 4. I was told again by someone at the call center on June 22, 2013 that the plan should not have gone up. Many of my friends and family are served by NTelos. All of them that I have asked tell me their family plans are billed the way ours was. They are paying $30 per month for data for all of the phones on their accounts, not per phone. And one of them said he just renewed their family contract to get multiple new I phones, and the fee is still $30 per month and covers all of their phones. After I was told that my rate would go up I visited seven NTelos stores. Six of them told me the billed amount should not have gone up. On June 1 a couple employees told me they just made sales based on my rate plan, and they were currently selling it as a feature. One employee called his manager and he said he just got out of a manager’s meeting and he had no idea what I was talking about. It must be a mistake. Call the call center and they will fix it. One of the employees at one of the stores was not really sure, but she didn’t think it should have gone up. She did notice that NTelos should have included at least one and maybe two discounts……for years. The damage is this: Purchased 3 phones outright. Cheap one was $350 from Ntelos. Discount(s) were left off……for years, costing us many hundreds, maybe thousands of dollars. Now the rate has doubled? Can’t be possible, it is totally nuts. We could get all new phones switching to a competitor. Total cost exceeds $3000 plus doubled rates. The bottom line is my agreement was broken and my rates were doubled with no agreement from me. Please address this and fix the problem quickly. I honestly believe NTelos is just trying to systematically bully customers into paying more. I believe this is a widespread scheme within the company. The most troubling issue is that nobody with NTelos will respond at all. Everyone with NTelos says this is wrong and needs fixed. Nobody will do a thing. I asked for no changes. I demand my agreement be honored. I reject the new rates.Desired Settlement: The bottom line is my agreement was broken and my rates were increased with no agreement from me. They were even increased retroactively! I want either the billing changed to the agreed amount immediately and what was sold to me honored, or The money it has cost us out of pocket returned to me and all of the employees fired that made such a mess. I think this is more than reasonable because 1) It was what was agreed to. All of the retail employees (that sell your products) agree. The employees at the call center agreed, now they are told not to. 2) That is what the bill has been for data on 4 phones for over a year. 3) The bill including tax was about $153 per month including data on 4, assuming we bought phones outright; and a competitor is offering $214 per month including all fees and taxes on 4 phones with data (of course I am waiting for a copy of this signed by multiple employees based on my NTelos experience). The competitors plan fits us better and provides 4 free phones that would I think cost us $2200 through NTelos. If I had imagined all of this mess before I bought phones outright, we would not have stayed with NTelos.

Business

Response:

I will agree to the offer made by CLT that we will offer a 20% discount and a $200 credit to cover inconveniences/miscommunications. Customer was given correct information as long as he purchases handsets nonsmartphone outright rate plan will not change. Customer was informed on 11/4/12 that if he purchases non smartphones no changes will be made to his rate plan however if he upgraded to smartphones then his bill would change. As you can see from the dates below after his phone call customer activated smartphones and because of a glitch in our billing system he did not get billed the $29.99 smartphone plan for each smartphone added it remained the $4.99 rate. NTELOS offers very competative rates and if Mr. [redacted] feels like another provider can meet his needs I will waive the Early Termination fee for ###-###-#### as the other 3 lines are out of contract he can cancel service without penalty and has until 7/19/13 to cancel. We would hate to lose the business however we have attempted to offer customer compensation for the billing error even though he should have been billed the higher rate from 11/6/12 on. 1. 11/6/12 iPhone CPE MDN ###-###-#### 2. 1/4/13 Showcase from CLT MDN ###-###-#### 3. 2/23/13 Milestone X CPE MDN ###-###-#### 4. 3/22/13 iPhone CPE MDN ###-###-#### On each of the CPE changes, the shared rate should have increased from $4.99 to $29.99. When Mr. [redacted] contacted us on 5/22/13 and talked with [redacted] about his amount due, [redacted] identified that he was not being billed properly and attempted to address it by adding the Smartphone User Fees, engaging CLT for a loyalty discount, and trying to make it right with the customer as much as he could. When Mr. [redacted] would inquire with us about activating CPE’s, we would communicate to him (through all channels) that his rate plan would not change, which is correct. What we did not address was the fact that if he changed from non-smartphone to smartphone, his additional user fees would increase. Mr. [redacted] currently has 3 smartphones and 1 non-smartphone active on his account. With his rate plan of $64.99, unl messaging for $19.99, and 3 smartphone user fees of $29.99, his base rate should be $174.95; he was being billed $124.95 prior to all of the smartphone activations, a difference of $50. Adding the 20% discount would bring his rate down to approximately $139.96.

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. This is not acceptable. However, based on the overall tone and the bottom line monthly cost offered I would think that if the author fully understood the situation, we should be able to come to an agreement. I have talked to a local manger that understands the situation better than anybody else. When talking with him I explained the general message of the response. He was quite hopeful that if we could communicate this could be resolved. I have been asking for a face to face discussion with someone that has some authority to resolve this, but this has not happened. Just to explain how bad the confusion is, I have asked five nTelos employees who to respond to and I have been given five different names. I have been hospitalized for a few days and was unable to follow-up today. I have left a message and will try again tomorrow.Regards,[redacted]

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.I was not ready to make a decision earlier. I would like to accept the offer. I am not that happy with the offer, but communications with nTelos is impossible, and I need to put an end to the nonsense. I have tried to explain what we had been offered and promised, but I give up trying to communicate with nTelos. I would like to accept the offer of the rate being “approximately $139.96” per month with a $200 dollar credit added to the account. This is for 3 smartphones and one non-smartphone. The agreement has always been that the rate will not change unless changed by me. The agreement has also always been that worn out phones can be replaced with phones that I provide and pay full price for with a one-time fee of $15 with no monthly billing changes. I need nTelos to document my fees will not change, (I believe this is what the offer means, but does not say it.) and that I can replace broken phones in the same manner as has been promised. This should be no problem if this was a good faith offer and not intended to trick me into higher rates in six months or a year. I am willing to accept the bill of “approximately $139.96” per month will be for 3 smartphones, and 1 non-smartphone and that we will not have more than a total of three smartphones plus one non-smartphone on the account, even though this is contrary to what was promised in the past. I also need our bill fixed promptly so we can pay what we owe.Regards,[redacted]

Review: I started service with Ntelos from Woodstock, VA 22842 in August of 2013. I signed a two year contract with them. I got two iphone 4s with the conctract. In March of 2014, I was told about the Mifi device for internet service. If I added it to my plan it would only be 20 dollars a month for unlimited internet my phone contract was also unlimited everything. I used the service and paid my bill on time with this. I received a phone call in June of 2014 informing me that my cellphone service was going to be cancelled and I was going to be let out of my contract with Ntelos. The reason being was that I was using too much data on the unlimited plan. They had told me it was mainly being used on Sprint towers and I should switch to Sprint. (Sprint offered 10 Gigs for 80.00 a month). I had one week to find new phones and Internet. I was enrolled in online classes and needed the Internet. Two days from the phone call I was going out of town which only gave me two days to find new phone service and pay for the phones and the activation fees. I feel that they offered a service that they couldn't sustain at that price as all other competitors had higher rates and just wanted out. I have since activated the Mifi device through frawg wireless(same as the ntelos company it is just prepay for 40.00 a month, with no complaints about using the sprint towers for my service)Desired Settlement: The best desired out come for me would for them to reinstate my service at that plan rate with the same features. I think they should also pay for my cancellation fees from Sprint, because I had to switch to them in order to keep a phone service.

An apology would be great and the real reason they cancelled explain would also be good.

Business

Response:

Customer filed a complaint with another agency in July and NTELOS responded back on 7/17/14 we waived Early Termination Fees and allowed customer to keep all devices we also refunded her $175. No further efforts will be made for this customer. If customer is using mifi Device on a FRAWG plan she will more than likely run into same issue that service will be disconnected because of usage of more than 50% on another network.

Consumer

Response:

When speaking to desegregation I was advised that it would not be a problem to use it with sprint towers. If this is the same company why is there different rules? Is it OK since I am paying more money for less service? I do not see this as a complete explanation of this. How can I use too much data on an unlimited plan?

[redacted].......?. @

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.

Regards,

Business

Response:

Sprint and NTELOS are not the same company Sprint is one of our roaming partners. NTELOS contract does state NTELOS can cancel at anytime if usage is more than 50% off network.

Review: I have had problems with Ntelos since becoming a Ntelos customer. I rarely have service at my home, but have come to realize that will not change. About 6 months ago I started having problems with my phone (which I have not even had a yr), I took the phone to the Ntelos [redacted] store and explained the issue to [redacted]. Issue being: phone runs extremely slow, shuts down all the time, I loose calls, can't make calls, can't send or receive text msgs, screen goes black for no reason and can't do anything with phone. [redacted] agreed phone was running very slow and there was issues with phone - He did a hard reset on the phone and said "hopefully" this would take care of my issue, if not he would have to look for me another phone for trade. I waited several days before returning to the Ntelos [redacted] store (trying to see if reset would work..) however, reset didn't help phone. Lady in Ntelos store said she should have to text her manager to see if she was allowed to trade my phone or what she could actually do to help me?! REALLY? She also agreed the phone was extremely slow and having problems. I waited in the store on my lunch break for over 30 minutes until [redacted] came into the store and told this Lady she could swap my phone out. Phone was traded out for the exact phone which I already had....except they did not have a battery to replace mine. Phone did seem to work better for a few days. Returned to store over a wk later spoke to same lady explained having same problems - extremely slow phone, phone shutting down, can't send or receive text messages, phone screen goes black and can't do anything, can't make calls or receive calls, dropping calls.. this lady told me she can't continue to swap my phone out - she suggest I take all my apps off my phone and my phone would run fine. Don't I pay for a SMARTPHONE?! My phone is under warranty .. Why do I constantly get the run around from NTELOS? Their service is horrendous. What do I pay for?Desired Settlement: DesiredSettlementID: Replacement

I need a phone which works 24/7 .. I pay for a phone monthly which works... not a phone which works part time. My phone is under warranty .. I also pay monthly for insurance and I should NOT have to pay a $100 deductible for ANOTHER phone which is exactly what I have now. Ntelos can release me from my contract (with NO termination fees) if they can not provide me with a phone which WORKS 24/7.

Business

Response:

Customer received a replacement LG on 6/14/14

Review: Good evening, on Dec. Of 2013 I over heard on the radio nTelos had a special were you can switch carriers and nTelos would take care of the early termination fee of each line you port over up to $350.00 worth. I went to a ntelos store located on [redacted] Virginia beach Va [redacted] I spoke with [redacted] she guarenteed me the Early termination fee would be paid in full I even told her the amount and she said yes up to $350 worth mine was $220, so I switched carriers. A month later I received a collection notice from [redacted] saying the etf was not paid. I went to ntelos were they explained that they don't pay it is credited to my account. That was never explained to me so I gave them my bill showing the $220 etf they once again assured me that amount will be credited. Another month goes by I notice only $125 dollars was credited to my account I called they said that's the most they credit back. I explained that was not what was told to me and that they have a banner advertising payment of etf up to $350 and it's being advertised on the radio he said that promotion is for west virginia I told him that wasn't explained either. I got into this contract under false pretenses. They led and continue to lie for business I asked thorough questions and they answered them by saying yes it would be paid off.Desired Settlement: I want the remainder of my Early termination fee paid or release me from contact because it was signed with false pretenses.

Business

Response:

Issuing an additional $95 credit to account bringing ETR buyout credit to the full $220 that customer was 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: My husband and I recently signed up for Ntelos Cell Phone service. While signing up for the service the sales associate notified us of the 14 day return policy that Ntelos offers, which allows you to try out their service risk free if you cancel within 14 days. The only catch the sales associate told us is that if we cancelled and returned our devices we would have to pay a $35 restocking fee for each device. We were ok with that and decided to setup the account. Once we got home and tested out the phones we quickly realized that we did not have adequate coverage in our area, we didn't understand why, because looking at the coverage map online through the Ntelos website showed that there was coverage in the area through a partner. However we could not send text messages without them failing, and continued to drop calls. We contacted technical support twice on the matter, each time they wanted more and more examples of dropped calls and texts, which we could easily provide for them. They informed us the first time that they didn't understand what the issue was, since they had towers in the area that they shared with Sprint. After logging the second ticket to technical support we decided the issues weren't worth it and returned the phones back after 6 days of service, for what we thought would be our full refund after the 14 day return policy.

We got to the store and returned our phones, we gave the sales associate our reasoning for cancelling was due to the fact that we didn't have service in our area. The sales associate asked where we lived and said that service was very spotty in that area. This was something that was not mentioned to us when we signed up. The sales associate said that we could cancel, but would have to pay the restocking fees, we agreed as that was what we were told when we signed up, as long as everything was returned within that 14 days we would get a 100% refund minus the restocking fees. We paid the fees and left. One day after cancelling we receive a bill from Ntelos for nearly $200, we didn't even have the phones for the 14 day grace period and they were already sending us a bill. We called to make sure that our lines had indeed been cancelled and that the bill had been sent in error. We were wrong, they said that even though we had cancelled within the 14 day period we were still responsible for that bill, and another bill that would be coming on the 24 of February. We told them about the problems we had, the support tickets we had logged, and that we returned the phones before the 14 days. They didn't care, they said there was nothing that they could do about the charges, and that the only people that could was the store manager where the phones were purchased.

Customer service informed us we needed to deal with the store manager, we called the store manager who informed us that they had no say in our dispute over the bill and we needed to contact customer service. We then contacted customer service, again, who agreed that we had to pay those charges and the other charges that would be mailed later. After disputing, customer service finally said that our activation fees could be waived, but that we still owed a service fee for the days in which we used the phones. After it was obvious that we were not getting anywhere, and that they were refusing to honor the 14 day return period that they had stated we are filling our complaint with the Revdex.com, so that everyone can see the type of service that they are offering customers. We wanted to use Ntelos as our service provider, but we could not get service. If their websites coverage map would have told us that we wouldn't get coverage we wouldn't have signed up. If their sales associate would have told us that we wouldn't have got coverage (which apparently they knew), we wouldn't have signed up. Who would sign up and pay for something that they know wouldn't work. We only cancelled our service, because we had no service, and because we were told we could do so within the 14 day period. Now they are failing to honor that 14 day return policy guarantee that their sales associate informed us of when signing up.Desired Settlement: We would like for Ntelos to honor their 14 day policy that they advertise and provide us with a 100% refund, minus the restocking fees. If there were additional fees associated with returning the phones and cancelling our service, outside of the $35 restocking fee, then those fees should be acknowledged prior to signing up. We were simply told that all we would owe if we cancelled was the $35 restocking fees, which we gladly paid without issue.

Business

Response:

Ms. [redacted] contact NTELOS on 1/28/14 by customer care that she would receive a rerated bill in febuary customer asked for a credit for activaiton fees and was told once she received feb invoice and all credits had been applied rep could credit activation fee's. Rep agreed to call customer back once feb bill posted. Customer also contact [redacted] store manager demanding bill be waived and was told that credit could not be issued for entire bill Ms. [redacted] would be responsible for fees. I am attaching return policy and 100% guarantee. Customer qualifies for 14-day return policy however she did not port number so does not qualify for 100% money back. I am including return policy this information is also found on the NTELOS website. Customer was told that bill would be re-rated and once that was done she would receive a callback for credit of activation fees. No other credit will be issued, customer did not port number to qualify for 100% money back guarantee.

Return Policy

??

Customer must reside or have a billing address in the nTelos network coverage area. All plans require a service agreement and an activation fee. Activation fees are non refundable. Early termination fee applies. Service subject to credit approval. Rates subject to change.

Returns are accepted within 14 calendar days of purchase with sales receipt. Early termination fee does not apply to 14-day returns. All returned equipment will be charged a $35 restocking fee, regardless of airtime used. Actual monthly fee will vary depending on taxes and features selected.

Usage rounded to the next full minute. All calls are billed in one-minute increments. Package minutes apply to current billing cycle only. Unused minutes will not carry over to the next billing cycle. Unlimited Plan calls outside the nTelos network will be charged roaming fees that vary depending on the rate plan selected. National Plan overage will incur additional charges per minute. Calls outside the USA will be billed at a higher rate. Normal per-minute rates apply for retrieval of voice mail. Voice services are provided solely for live conversation between individuals.

As a general rule, per line usage over 5,000 minutes per month or 50% of package minute usage per month off the nTelos-owned network for two consecutive months is considered excessive. In the event of excessive usage, nTelos may, at its own discretion, change your plan, deny off-nTelos network (roaming) service, or terminate your service.

Some services and features not available in all areas. Actual coverage depends on system availability, terrain, weather, signal strength, customer equipment and other factors. Clarity and reception vary near coverage area borders. Coverage within buildings may vary depending upon location and building structure. Service may be provided by other carriers.

Federal, state, and local taxes will be applied to your account. Taxes and interconnect fees may be passed through to the customer. The Regulatory Cost Recovery Fee ranges from $4.18 to $4.51: E-911 fees range from $0.32 to $3.00. Cost recovery fees are not taxes or government-required charges. Customer is solely responsible for the content and activities to, from or through Enhanced Data Services in accordance to the Enhanced Data Services Terms & Conditions. Customer will use Enhanced Data Services only for lawful purposes. Some restrictions apply.

Network guarantee requires a 1 or 2-year post pay agreement. To get your 100% refund you must port your wireless number to another wireless provider and all equipment must be returned in good condition within 14 days.

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: 3 Phones purchased with 2 year contracts. 2 of the 3 have never worked right. They are not helpful at getting them fixed. I have to send mine out to the manufacturer and they offer no loaners. My options are to buy a refurbished phone or do without.The other complaint is that the internet usage is maxed out and it should not be. My kids go to school in the day and I have WIFI in my house. I am paying overage fees so the first time I added an extra gig to each line....well on this months bill I have to pay that plus nTelos claims we over the limit 5 times.??? How? All they can say is that we are using it! That is a LIE,!!!!I have explained to them when purchasing the phones and calling about my bill that my income is stretched and I have certain limits. I can't pay the extra $70 this month. I have asked them to restrict my internet service once max usage has been met....they can't. They will not work with you whatsoever to resolve any problems. Not only do they have poor customer service.....the phone service itself is poor. I live in what is considered a rural area. If it's cloudy or rains I barely have a signal and oftentimes my calls get dropped!Highly aggravated and want out of the contract. They won't help so therefore I am complaining.Desired Settlement: I want out of the contract. I refuse to pay for service they can't provide. As far as I am concerned they have already broken it on their end. I don't feel I am asking anything unreasonable!!!!

Business

Response:

I have tried to contact the customer a couple of times and I always get a voicemail. I have left a message each time and I have never received a returned phone call. I have been calling the Daytime phone number that was left on the Revdex.com Complaint which is ###-###-####. I called and left a message on 3/27/15 & again on 4/6/15. 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 have received NO voicemail messages from nTelos. No emails. They have my cell on file. I work in the day....m-w-f all day. Tuesday's I am home after 2 and Thursdays I am off. If they had left a message I would have called or sent an email back!!! Nothing has been resolved.

Regards,

Business

Response:

I spoke with the customer on 4/9/15 and advised her she still had a warranty on her phone and she could do a warranty swap at the store as long as the phone did not have liquid or physical damage. According to the notes on her account, she did the swap at the store over the weekend.

Review: I brought a phone from ntelos a Samsung which broke in two months. I brought the phone at retail price and it just failed on me. I went to ntelos the guy told me to just get another phone that if it doesn't work, I can always bring it back and get my money back. I brought a new moto g which costs 100 bucks. He told me if it causes me problems come back he will refund the 100 bucks. A few days after having the phone my calls dropped the internet was having problems and it would not dial out. I went back to the store he told me he could only give me 50 bucks. He lied to my face to make a sell. I was so pissed this company messed me over twice. In total I spend over 250bucks over crappy phones. I still have the moto G that I need to turn it in for my full 100 bucks. I want my full 100 as promised so I can turn this crappy phone in. I am emotionally destroyed over this incident. I had to miss work because of shock and being very emotional. I was lied to and scammed !Desired Settlement: Please allow me to take this phone back for the 100 I paid for it. I was promised my full refund back after the other crappy phone I paid 150.00 for and didn't receive a dime. I just want my 100 bucks so I can turn in this phone hasn't been 14 days yet.

Business

Response:

Confirmed with retail rep [redacted] that customer had physical damage to handset that is why he instructed her to purchase another handset MOTO G. physical damage voids warranty if customer wants to do a 14-day return she is more than welcome to and I will credit the restocking fee to her account as requested. If Moto G is having issues customer can also log a trouble ticket and or take to retail store as long as there is no physical or liquid damage to handset it is covered under 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.

I am saitisfed with this as long as I can go see a different rep other than [redacted] to credit my restocking fee and to return my phone.

Regards,

Business

Response:

Customer can return equipment to any NTELOS retail store account has been notated once equipment has been returned credit will be issued for restocking fee to her account as requested.

Review: In the last few months, I have had terrible issues with my service with nTelos. Prior to having issues, I bragged on how great the company was and how great the service was at my home and a friend of mine switched to your company. They live less than 2 miles from me, they could NOT get adequate service at their home. They had a lot of problems and finally were able to come to an agreement with Ntelos to switch to a different provider. Since then, I have started having the same problems. I was contacted on Friday by [redacted] in customer loyalty, I made 2 phone calls to him on Sunday (1st chance I got to make a call) and both times in the middle of the voicemails, the signal dropped. I got a call from Tech support on Monday saying that a tower had been down in my area, but now it was fixed. Still having some text message problems, so I called back to let them know. Both Tech support & [redacted] tried to call yesterday, I once again tried [redacted] 3 more times, only to have 1 call go out before I was able to leave a VM and 2 during voicemail. So then I called tech support. They acted like I was talking in a foreign language.. but located [redacted] and said he would call me directly. Finally, 30 minutes later he calls, I tell him my problems.. and he really makes no response to my concerns, and sends me directly to tech support. I spend 30 minutes on the phone with a nice gentleman from tech support letting me know once again about the tower. He couldn't tell me when the tower went out... but could tell me that it was back up and running. Wouldn't you be able to tell when the tower went down, I mean after all it is your tower, isn't things like that recorded, which leads me to believe that this excuse is used often. Also, basically told me that where I couldn't get data service at my work, that I was out of luck for it but they would be coming out with 4G later this year, but not sure if it would be in my area, but that I would have to upgrade in order to get that service.. He mentioned if I was on a certain street, I would be able to use data... Not true.. I was on Scenic Hwy, the street he mentioned, just off the interstate like he stated, this morning... And the data service was very hit and miss. In one spot I had 3G - in another spot I was on roam. I'm just very frustrated with paying a price that is right up there with other providers and receiving what seems to be outdated service. 4G has been in this area for quite some time and to find out if Ntelos does get it later on, I will have to pay an upgrade fee is really upsetting to get a compatible device. It seems like the company is going backwards and not forward. I feel as though if I am paying a price that is similar to another carrier, that I should be able to get comparable service, and obviously am not. I have been an Ntelos customer for SEVERAL years.. and it's very frustrating to see the company not provide the service I know it should be providing. You expect a company to go forward not backwards... Just look at the number of service complaints on the Revdex.com - it's obvious I am not the only one with issues and concerns.Desired Settlement: I want my contract fully dropped WITHOUT a termination fee so I can switch to a better provider that offers 4G with no service issues. I will return our 2 phones within 30 days in exchange for the contract being dropped.

Business

Response:

Customer can return handsets for partial early termination waiver. Which means it would be $175 per phone, looks like issues customer was having with dropped calls was due to them having old handsets still powered on when they upgraded. Dropped call rate improved greatly after old handsets powered off, Customer has only dropped 2 calls out of 200 calls since powering off old handsets that is better than average.

[redacted]…..

12/30/13-1/26/14----- 11 drops (5 of these were ESN mismatches, another phone was powered on with the same programming), 261 calls---- 4% DCR

1/27/14- 2/13/14------ 2 drops, 203 calls------ 1% DCR

2/24/14- 2/20/14------ 2 dropped calls, 219 calls total, 1% DCR

[redacted]……

12/30/13-1/26/14------ 7 drops (4 of these were ESN mismatches, another phone was powered on with the same programming), 228 calls---- 3% DCR

1/27/14- 2/13/14------ , 2 drops, 200 calls -----1% DCR

2/24/14- 2/20/14------ 1 dropped call, 239 calls total, 0.4 DCR

So looking in DEC/JAN they had their old phones powered on still that which was causing them to drop calls. Their DCR since then has been very good.

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.

These numbers on the dropped calls - the numbers are incorrect. I upgraded in September and the phones have not been on since then, so not sure how they are saying the old handsets are on. The be exact, I am not sure where these phone are at the moment. And once again... from 2/20-2/24 they are telling me that I made 200+ phone calls from each phone. I don't believe that is true. Their numbers are erroneous.

I don't agree with still having to pay $350 for the contract to be terminated. I feel as though, the fee be completely waved & I return the phones to Ntelos. I am keeping my end of the contract by paying my [redacted], the least they could do is provide the service that they promise when you sign up. This is why I feel I should not be a termination fee at all.

Also, they did not address my text message issue and my data and or roaming issues. It seems like they just wanted to figure a way as to make themselves look like they are not at fault.

I think they need to accept the fact that their service is going downhill. Just look at the amount of complaints the office deals with regarding them and their service issues.

Regards,

Business

Response:

Dropped call and number of calls is correct and pulled from our [redacted]ing system. Offer still stands of partial Early termination waiver of $175 per phone with return of equipment that passes physical/liquid damage inspection no additional offers will be made.

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.

Wow. But you don't offer proof of the dropped calls or number of calls. Nor do you respond to the fact of text messages not coming through and the crappy data service. Thanks for not addressing those issues. I would have thought that being a 10 year + customer that would help, but obviously you are only interested in how many new customers you can sign. Good luck in the future, you will need it!

Regards,

Business

Response:

In response to Ms. [redacted] rejection minute, text and data usage are provided on the monthly invoice broken down by each line. I will print invoices from each month call drop info was provided and highlight amount of text messages sent.

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.

It's pretty much irrelevant at this time. I know how to read my monthly statements. I am sure your system only caters to you and can be manipulated to say what you want it to say. I guess it wouldn't show if a text was sent to me and I never received it. I sometimes can only receive texts after I turn my phone off then back on. That's very inconvenient. Notice in the attachment. Text message goes from Apr 3 to Apr 1, then to Apr 4.?? Obviously something wrong!!

The customer service your company offers is the worst around. I stopped by your Bluefield, WV location over the weekend and to discuss my account further, and I believe his name is [redacted] just handed me a brochure and told me to call the 800 number. He did not ask my name, number, or wasn't concerned with the issues I was having or keeping me as a customer. Just another example of only catering to potential customers, and not caring about your existing customers. It seemed as though he was more worried about wiping the phone counters down and leaving. He could have saved the account for you, but he failed to. Once more, I am asking that the termination fees be FULLY and 100% waved after I return both iPhones to you and they pass inspection. I think this is only suitable after all of the issues and encounters I have occurred.

Regards,

Business

Response:

Customer loyalty contacted Ms. [redacted] on 5/5/14 offered her partial ETR waiver $175 per line with return of equipment that passes physical/liquid damage inspection customer declined offer because remaining balance would be $404.96. Ms. [redacted] said she wants to make more phone calls and she was at work would call back. Because of monthly minute usage cannot offer full ETR waiver.

Review: On November 8, 2013, I purchased a new Samsung Galaxy SII smartphone from the nTelos retail store in Waynesboro, VA. On November 19, 2013 the delete key on the phone's keypad started malfunctioning. I returned to the nTelos retail store and they did a factory reset on the phone. It worked okay until January 20, 2014,when the delete key again started malfunctioning. I again went to the nTelos retail store and asked if I could purchase a new, different phone because I didn't want to keep having the same problem. I was told that since I had signed a two year contract my only option was to have the phone repaired. First they tried another factory reset - and lost all the pictures and contacts that were on my phone. That did not work, so it was sent away for repair. I was given a loaner phone which did not have a text option. I am paying for unlimited text, talk & data. So I went nine days without the text option that I was paying for. I was told the phone could not be repaired and that I would be given a "reconditioned" phone and that was my only option. Today, March 4, 2014, the delete key is again not working properly. I called Samsung and they only offered me a repair if I sent the phone in to them - without having an option of using a loaner phone. I called nTelos Customer Service and was told my only option would be to pay a high fee to end my contract early and purchase a new phone at full retail price.Desired Settlement: I would like the phone that I currently have - Samsung Galaxy SII - to be replaced with an UPGRADED, NEW, not reconditioned, model that does not have the same continuous problem. I have been a customer with nTelos for a long time, have always paid my bill on time, and think I deserve better customer service and more consideration than what I've gotten.

Business

Response:

Will replace customer handset with B Stock Alcatel at no charge to customer. Cannot replace with new customer just upgraded to this handset in November.

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 have read many, many reviews on the Alcatel handset that nTelos is offering. It appears that it is a less expensive phone that also malfunctions after very limited usage. I believe I would simply be trading one problem for another.

Regards,

Business

Response:

Will replace customer handset with B Stock Alcatel at no charge to customer. Cannot replace with new handset customer just upgraded new Samsung S11 in November.

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 did research on consumer satisfaction with the handset that nTelos is offering me and have learned that it is an inexpensive product which also has major issues. Therefore, I do not accept their offer.

Regards,

Review: Our cell service is very poor since switching to Ntelos. We have poor cell service , and sometimes no service. The data is sub par , but the worse part is with our texts we can never be sure if we are receiving them. Sometimes they don't come through at all, sometimes only part of a text will show up, and then weeks later a bunch of texts from who knows when will flood the phone and we are left to try and decipher when they were sent and whether it was important. This is a huge issue for our family. We have the same issue with calls. Nothing will show up on the screen that a call was received , however , hours later a voicemail will pop up and clearly when you listen to it you realized it was an earlier call. I use my phone for work and personal purposes so its important to me to know that I am getting messages, calls , texts etc. we have called and ntelos says the problem is fixed. The problem is not fixed. And everyone I know with ntelos service in our area has the same problem.Desired Settlement: All I would like , if Ntelos cannot fix their connectivity issues we would simply like to be able to get out of our contract without penalty so that we can go back to [redacted]. We are dissatisfied with this service an need assistance.

Business

Response:

Will waive ETR with return of handsets. Handsets must pass physical liquid damage inspection to receive ETR waiver.

Review: I had always heard good things about this company but after dealing with them for over 6 months, I feel that I was given false information to get me to sign a two year contract then I was expected to deal with poor customer service, poor quality phone service and a phone that didn't function properly for the time of the contract. I contacted them several times, trying to get the problems resolved, only to be told things I could do to get by with poor quality service or ways to change things on my end to make the service tolerable. No one ever told me what they could do to to make things better for me as a customer. It was always up to me to make it work.Desired Settlement: I told the company that because of the poor quality service for a higher payment per month than I was promised, poor signal in my area after I was told that there was a tower here in town and I would have great signal, and a remanufactured phone that had many problems from day one and that was never repaired or replaced, I would like to be refunded for the time that I was with them. I had auto payment set up so my payment was made on time every month and was never late.

Business

Response:

Will not waive any fees due to usage and customer was advised of warranty repair process and did not send his phones in. NTELOS did explain warranty repair process, discussed rate plans, and explained to customer that data would be throttled after 10gb of usage and as you can see from below memo customer was well over 10gb most months. which does not support his claim that phones do not work.

01/08/14 16:17:54 >> 4U: emailed complaining ph never worked right, serv didn't work

poor serv in his area. still saying was told bill would be under 100.00 every mo. saying we should waive 1/2 of ea mos pmts and n ot be held acctble for his 2 yr contract b/c we did not provide w orking ph and good serv. adv reviewed last 3 mos bills. cust us ed 869 mins, 335 tm and 21GB of data in Dec. nov 1462 mins, 342 tm and 12GB data, Oct 1514 mins, 260 tm and over 5GB data. canno t disc serv or the 350.00 etr. also adv he was adv many x's to have his ph evaluated in warranty

12/10/13 11:51:15 > 4u:FAU upset bc he is having issues with his phone are we are not replacing it for him. adv phone does have a 1 yr warranty and if there is no physical or liquid damage or if the problem can be d uplicated in the store, it can be replaced. however, if this is n ot the case they will need to work with Apple by either going int o a location or via the phone. adv can issue a loaner phone whil

waiting for a replacement. adv will NOT be a smartphone just a f eature phone that will be able to talk and text and we will be ab le to issue credit for data. customer also wants to see about "un limited plan". adv is unlimited but throttled at 10GB and custome r has used over 12GB. adv account will cycle on 12/22 and will re fresh the usage and speeds. adv usage will be unlimited but speed s will be slowed down. customer is upset bc he was not told about this when he first started service. customer is also upset he ha s not received his $5 autopay discount. adv will receive the cre +

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.

Good morning [redacted],

I looked over the response from ntelos and everything that was said in their response was completely untrue or was stretched to seem correct.

1) They said that I was told that the I would have unlimited service but that it would be throttled after a certain amount of data was used. This is completely untrue. I asked about the service being slowed down because I was changing from a company that did that and it would leave my about 2 weeks of the month without usable internet service. They cannot look back at my account for this because I wasn't a customer when I called and asked these questions.

2) I asked about price upfront also because I am disabled, have a low income and have a young daughter that lives with me. I told the gentleman (I wish I had written down his name, but I learned a lesson for next time) that I could not afford to pay over $100.00 per month and he promised me that even with taxes and any fees, I could get the unlimited service and stay under the $100.00 that I could afford.

3) They did offer to change my calling plan to bring my monthly payment down, but being disabled and with this being my only phone, I didn't want to change because if I were to go over my minutes, I would pay even more in over charges.

4) As far as the problems with the phone... yes, they did tell me that they could lend me a phone while mine was being checked and replaced. As you can read, the phone would only be a basic phone with just phone and text. If I did this, I would be 10 to 12 days without email as well as any other internet type communication that I use on a daily bassis. When I explained this, they apologized and said that was all they would have to offer me.

5) The problem with the phone was not that it didn't work at all, it just didn't work properly. That is one of the main reasons that you see so much data used. If it had worked properly, I could have done what I needed to do in much less time. I did quite a bit of walking up the street to the park where I had better service to talk and it also helped the data service work better but sometimes because of time of day or weather, I couldn't walk up the street and I finally decided that I shouldn't have to do this when I am paying this much for the service.

6) I also did question if I was getting a $5.00 credit for paperless billing, thinking this would help bring the monthly payment down a little bit. When I was told that I was getting the $5.00 credit, I was fine with that. Not getting a monthly bill, I wasn't sure if I was getting it, but was fine with the response.

As you can see, they were not completely honest with their responses. It did no good to explain to me that the service would be throttled after a certain amount of data after I had signed a contract. I started using their service because I was assured that wouldn't happen and when I told them what I was told, all they said was... we're sorry for the misinformation but this is what we do. To me it was a lie to get me as a customer, not misinformation. When I worked in a grocery store, and a product was priced incorrectly, we gave it to the customer for that price. We didn't just say.. we're sorry you were given an incorrect price, but you have to pay more if you want it. That isn't how you do business.

I tried to keep my service with them, but when I found that they weren't going to do anything to help problem, I decided to look to another company. The things that they offered were unexceptable with the amount I was paying them each month. I had their payment set up automatically come out of my checking account, it was never late, I never missed a payment. I only stopped my payment when I realized they didn't care about helping me.

Thank you for your help so far. Have a great day!!

Business

Response:

Will credit half of early termination charge with return of equipment that passes physical/liquid damage inspection. Customer was educated on repair process and the warranty on the phone and did not submit any trouble tickets or take to store for repair. Customer will need to return equipment to NTELOS retail location.

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.]

As before, what they say is technically true ... They did say that if I sent my phone away, that they would check and repair or replace it. My problem with that is that they would only be able to Loan me a basic phone that would only be able to make calls or send text messages. I could not accept this because that would have been around 12 days or so and large majority of my communication was email or other internet type of communication. So when I asked them to send the new phone to me first and then I would return the first phone. The only way they would do this was if I have them a credit card so they could put a hold on $600.00 until they received the first phone back. Being disabled and having a low income, I could not do this. I'm pretty sure if I came in the store as a new customer, they would have had a phone, they wouldn't have had me wait 12 days for a new phone.

My main concern was the fact that the day I called to talk about the service, the gentleman I spoke with assured my that 1) the unlimited data plan was a true unlimited plan that would not be slowed down after a certain amount of data had been used. I did not have a computer and this would be my only internet service and I wouldn't have used this company if they had been honest and told me that the service would be " throttled" after a certain amount of data. That was a little piece of info that they kept to themselves until I became a customer. I asked about this spacifically because the company I was leaving offered unlimited data but when you use a certain amount, they slow it down and at that point it became unusable to me. So the only reason I went with ntelos was the Truely unlimited data plan. They may technically call it unlimited, but, slowing the service down to me, it's no longer unlimited because certain things can't work the same when slowed down. When I told them my concern when they did slow my service down, I was told " we are sorry for the misinformation but we do throttle you data after ?" I don't remember the actual amount that they said but I don't see that as misinformation. With that being the main reason for using their service, I feel that I was lied to so I would sign a 2 year contract. It wasn't like I wanted a white phone and was given a black one. The data plan was the main reason I had to change. I do not feel that companies should be able to claim things like this and get by on a technicality. Unlimited to me is unlimited. If you slow down my data service so my daughter can't watch videos without it having to stop and buffer before playing a little more, that is not unlimited.

2) even though my payments were over $100.00 per month, that was the other "misinformation" I was lied to about, I paid them on time each month until I realized that they were not going to stick to their end of the contract ( contract between two parties, not just for me to be held to, but both) The same gentleman promised me that the unlimited talk, text and data an would be less than $100.00 per month even after taxes and fees were added. It was always more. I decided that I couldn't keep paying them more than I could afford if they weren't keeping their promises to me. I am a single parent of a young child and wasn't going to keep over paying for poor service that wasn't working for me and not be able to afford other things I needed for my child.

Regards,

Review: ntelos advertises that they will buy out your contract/early termination fees up to $350.00. When I went to do the buyout paperwork they said oh we won't pay your $222.16 Early Termination Fee from [redacted]. You will have to pay the bill and we will credit your account in a couple months. [redacted] di not explain this when she wanted me to switch. This means I have to pay my ntelos phone bill this month plus the Early Termination bill for a total of around $425.00 bill that was not expected nor would I have switched carrier if it would have been explained.This was blatant act of false advertisement and employees not explaining that they won't pay the fee.Desired Settlement: I want ntelos to pay this $222.16 Early Termination Fee from [redacted] due on 10/21/2014

Business

Response:

Currently customer has a bill of $203.95 with NTELOS if he can fax me a copy of [redacted] invoice with Early termination charges on it I can have the amount credited to his NTELOS bill and he would only have to pay [redacted]. NTELOS does provide the terms and conditions for Buy out your contract when the customer goes online. NTELOS BUY OUT YOUR CONTRACT program is no diffrent then any other carrier most companies credit account for old service providers termination fee's. Customer can fax a copy of [redacted] invoice to ###-###-#### once I receive and confirm early termination charges I can have credit applied to current balance, if the charges are $221 this will pay Mr. [redacted] current invoice with NTELOS leaving the one invoice from [redacted].

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,

The [redacted] bill was paid by myself on 10-21-2013 and I faxed a copy to Ntelos so it can be posted on this months bill

Review: Want out of our contract. Ntelos changes what they want, when they want. falsely advertised their services. Rude customer service, cannot get any answers, or even the SAME answer twice. say they have tried to contact us but there is no information showing such info. can not tell us what we are over charged for. the list goes on and on. have turned them over to the FCC and SCC. And Now you guys. We want out! My husband is a stroke victim, and we do not need the extra stress of this unreliable company. Thank You for your help in this matter.Desired Settlement: WANT OUT OF OUR CONTRACT!!!!!!

Business

Response:

I spoke to the customer today regarding his issues that he and his wife and having with their phones using Data. I advised him that what he is telling me leads to an issue within the phone itself. I advised him to take the phones into his local corp retail store for evaluation. He said that he has taken the phones in there a number of times. After reviewing his account, there are no notes from the store indicating a store visit from him. His phone is under warranty until 11/2015. He advised me that he would take the phone back to the store today for evaluation.

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.

We went into the store on 6/3/15, and they did a test on his phone, saw no problems. we asked for a technician and the girl said they had none, that they WERE the techs. we asked for a printout of that visit, but the printout was for the previous visit. she said there is no record of us ever being in the stores. NONE. Not even showing where they gave his wife a NEW phone. We have the dated receipt from that day. We have the girl's name, if needed. My husband had to open his data plan the other day to get a simple text. Dont believe its the phones but their service. Thank you for your help in this matter.

Business

Response:

The previous suggestion would still be the only one available. The phone remains under warranty and as long as the phone has no signs of Physical or Liquid Damage, we could do a warranty swap in the retail store. According to the notes from the 6/3/15 store visit, the only thing that was address was texting, nothing mentioned about the Data. Customer would need to return to the store for warranty evaluation.

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.

We told them the data was not working, because we have it cut off. To get simple texts we have to open data to get those texts, then we are charged overage fees on our data plans. We will go to a store asap and TRY to switch out phone. We found the RECEIPT where they swapped out my wife's phone, but they say we haven't been in the store(s). They deleted all that info on their side. We plan on getting a copy of what was done, every time we are in the stores. Are not pleased with this company at all. Been with them for YEARS. So much for company loyalty. Never again. Asked for a technician, and the young girl said there are no more techs, they are the techs.