Wireless Lifestyle

After reviewing this complaint, there are a few clarifications that need to be made. The store fulfilled their promise by doing as the customer requested – activating 2 new lines of service under the customers current plan. When the customer left the store, we had done our part as requested. What transpired later is what ultimately caused the issue that the customer is having. The customer called into Customer Care to make a change to their account. When this was done, Customer care removed the rate plan that the customer had been on since the account inception and moved them to the current plan. The customer was unaware of this change, as was the store staff because at this point the customer was doing this independent from and outside of the store. When the customer received a bill that was more than usual, they came into the store and ask for our help to fix the issue. For the past 2 months the store worked with many different departments to get this resolved including Customer Care, National Sales Support, Retention, Local Support and the National Escalations Team. Each department gave us the same answer –the plan is no longer in the system and cannot be put back onto the customer’s account. Lastly, we did not misrepresent ourselves. When the customer asked us the store to be financially liable for the mistake, we explained that since Customer Care made the switch, they would need to be contacted for any potential financial restitution and then I explained that while we are a *** Partner, we are independent of the *** Corporation. In summary, we have worked in good-faith to help the customer and have been unsuccessful on our end and thus tried to guide the customer to finding a solution.

We have done our best to assist this customer and have offered a resolution which was rejected by the customer. There is nothing more that can be done at this time.