NTelos Inc

Review: During the black Friday sales my husband and I decided to purchase telephones and telephone service from Ntelos. About a few weeks after purchasing Ntelos service we started experiencing problem with their network. Unbenounced to us, by this time Ntelos had left our area and was no longer providing service to our area. After numerous complaints to customer service about network issues a Ntelos rep reached out to me to inform me of a partnership they enter with [redacted]. The Ntelos rep informed me if we switched our service provider to [redacted] that they would release us and although we were under the lease purchase plan we would not owe Ntelos ANYTHING. A few days after I paid our nTelos bill we switched over to [redacted]. The day after I paid our 1st [redacted] bill I got a bill from nTelos for 207.84 due 6/26. I called nTelos to inform them of this mistake. After multiple attempts of going back and forth with nTelos sales rep finally they honored my request to speak with management. One rep told me they charged me a full month because I left Ntelos 1 week after my billing cycle had started. Of course I dispute this. I only went to [redacted] because ntelos strongly suggested. Not to mention by this time I was pay for service that I could not even use. After talking to another member of management she told me they were reconnection fees. The only problem is we were NEVER disconnected. It has become quite apparent to me that they don't keep accurate records. Currently there is not even a nTelos store in our area although nTelos records state otherwise. This whole ordeal has become a big mess. I know I don't owe nTelos a dime. I am fighting to protect my credit. This is not fair and unacceptable.Desired Settlement: Wave these charges due to the fact nTelos voided our contract when they decided to leave this area. I only went to [redacted] because nTelos strongly suggested we do so. I switched my services provider the same week the bill was paid in full. It is unreasonable to ask me to pay for a service that I could not even use nor benefit from. NTelos is the only party who breeched this obligation so why do I have to be penalized??

Business

Response:

I spoke with this customer on 6/11/15 and advised her that her final balance would be credited off. Nothing is owed.

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 got into a contract with ntelos. I got a apple I phone from there store had trouble with it 3 days after I got it took it back to the store and they reset it the phone turned back on went to working again 2 days later it messed up again doing the same thing .took it back over to the same intelos store the salesman said its nothing I can do for you .send it back to apple .I sended it back to apple they sended it back and said the phone had been messed with and they wasn't going to fix it.so now I am having to pay for a a cell phone that they will not make good .and on top of that if I don't pay for it .it will mess my credit up so what do I do .I called a lawyer about it.Desired Settlement: I want to get out of the contact .and take my bueness some where else

Business

Response:

Any repairs to an Apple iPhone now must go through Apple itself. This customer called into our Customer Call Center on 12/22/15 @ 6:44pm and was advised by one of our reps that she other option is to file an insurance claim, as she is paying for insurance. She would need to pay a $200.00 deductible and our insurance company would send her another iPhone. According to the notes, the customer advised the rep that she would think this option over and call us back. As of today, the customer has not called us back. I request this case to be closed.

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.

Regards,

Apple agreed to replace the phone .which that was no good from the start.and I really haven't had a phone since nov 25 -2015 .nobody wanted to fix the phone at first .until I said I was calling a lawyer about it.

Review: I purchased 2 Samsung galaxy 5 phones and a iPhone 6 straight out.now I am stuck with 3 phones that NO ONE will accept on their carrier.ntelos is leaving my area and will not provide service any longer .is there a way I way I can sue ntelos for my money back .All I want is to be able to take my phones somewhere.I paid for these phones and feel it's wrong to pay hundred dollars for products I can't no longer use because of their choice to leave the area.I tried every carrier in the area and no one will accept my phone on their network.the phone is unlock but still tied in with ntelos .what basically means it's unlock only in foreign countries.Desired Settlement: I would like a refund or exchange for phones that are not tied into ntelos.gsm .I am open to all sulutions.

Business

Response:

I spoke with the customer and provided several options on what to do with his phones. 1. Trade them in with his new carrier, 2. Sell them on Cellular Recycle, 3. Potentially can be activated on a CDMA network. The customer advised he would check out these options. I request this case be closed.

Review: I signed up with Ntelos in 12/2012 and I was pleased at first but the main problem for me is that I do not get coverage where I mainly need my phone. I contacted nTelos beginning of my service and their engineers said the service would be very poor due to the location. I understand I could have done my research and had seen the coverage maps, but I was sold from the unlimited data packages you guys had. The reason why I did go through as I did let the representative know I did work for my company and he did not disclose that I may have some issues. After the fact, I dealt with the service, but I'm upset that I'm stuck paying for a service that I cannot use. I contacted your chat once to see if I could get an adjustment on my bill, due to the fact the only time I ever am able to use the service is at my home, which I already have Wifi. They declined any adjustment due it is stated in my contract that "artficial buildings" could disrupt my service. Yes, I can use my phone at my work location only if I'm outside or in my car in the parking, inside, I have issues trying to text or even call at my work location.Desired Settlement: I wish to not pay the early termination fee or find a resolvable solution to keep me as a company

Business

Response:

Will waive half of early termination fee with return of equipment that passes physical/liquid damage inspection. Will reduce to $175 to cancel service before contract end date.

Consumer

Response:

I wanted to thank the business for taking this initiative. Although, I have already cancelled and sold my phone to someone else. Although these won't meet the terms, I would be gladly to drop the complaint fully.

Regards,

Review: On 2/28/15 I went to the Ntelos store in [redacted] and the representative advised that my bill would be adjusted because my contract would be up on March 1st. Afterwards, I went to [redacted] and transferred my service. Also on this day, the [redacted] representative, [redacted]. attempted to notify the other carrier but there was no reply.3/17/15 I called the Ntelos call center and spoke with [redacted]. She advised that I had a balance of 107.98. Based on my research, I should only owe for Feb 14th-Mar 1st plus (1) $10 late fee. Note: 12/14/14 Ntelos bill was 178.93, I paid 71.11, a new bill came in for 217.78 due 1/9/15; 217.78 was paid on 1/2/15. The bill for Feb was 98.11, this was actually paid on 2/19/15 (and this is where the late fee should apply).I was advised that once my contract was up, I could move to another carrier. It was also advertised (since they were leaving the coverage area)that there was a special arrangement with [redacted] and other carriers and that if service not moved by a certain time they would sell crs to [redacted].I feel this is unfortunate and I just need my bill reviewed and adjusted accordingly to avoid pursuing legal avenues.Desired Settlement: I am willing to pay for 2/14/15-3/1/15 plus the $10 late fee; once proper adjustments are made. And whatever remaining balance be written off since I am no longer an Ntelos customer.Thank you

Business

Response:

We have reached out to the customer and left a voicemail and have not heard back.

Review: I was looking for a different service and representative from Ntelos said that where we lived had good service. After getting their service. We contacted them within 6 days to let them know we weren't getting service. They told us to hold off until their tech could check on it. He called and said they have no towers there but was not within the grace period for us to cancel the service. They more or less told us we couldn't get out of the contract. When we got the service they took our old phones from a prior company. found out we got no credit for them. We went back to get our old phones from the location at the Martinsburg mall in which they said they would hold the phones for 30 days When we went back they said they no longer had the phones. I don't feel that anyone should pay for any services that they can not get from a provider. This company lies to get you to get their service and does not want to fix anything when they know they are in the wrong. I would not recommend this company to anyoneDesired Settlement: I do not want to have anything owed to this company and do not want it on my credit report.

Business

Response:

Need account number or mobile number for customer. I would be willing to waive Early Termination fee with return of handsets that pass physical/liquid damage inspection.

Review: I lost my cell phone on business and contacted ntelos about it and what I should do. was told to purchase a temp phone until return to wv since no other ntelos in my area. I purchased disposable phone and had my number put on that phone so I would not miss any calls. Contacted nteloswhen returned to WV and was told my contract was terminated and there was nothing they can do for me except go to another carrier and purchase new contract. I asked if I could possibly reverse this because I was told to get temp phone from customer service. They said no contract was voided. I said I received no written notice or anything about this. Very rudely try to get off the phone and finally hung up. I was stuck no phone! I went to the local ntelos at [redacted] and was told that was not the case it can be reversed, I said ok, what next? was givin some options one was purchase a used phone and they would take care of the rest. Well, bought a phone 200.00 dollars and took to the ntelos store. Manager said cannot be done and was told that the sales lady was wrong. I was in disbelief. Then she proceeds to try to sale me a new phone for 600.00 dollars. I said no. I contacted customer service about this and was told that yes it can be done. Go to another store that's corporate owned. I did and was laughed at by sales person, they asked who told me this>I told them corporate customer service. the sales person said they were wrong. nothing he could do for me. I said, " I guess I need to go to another carrier?" he said yes and tried to avoid me. Now I have a 200.00 phone and no sign of when I could get my phone back in service. I was without a phone for a week while I talked to other carriers trying to figure out what to do. I was traveling with no phone for my job, very dangerous plus missing a lot of important phone calls. In my opinion this company should not be operating in the state of WV because of poor service. I just went to [redacted] and they told me what I needed and very helpful. I can make a phone call, feels great.Desired Settlement: either have my contact invalid, a cash refund for what I have experienced with this company. They billed me 350 dollars for early termination fee.

Business

Response:

NTELOS has reached out to customer and has left a number regarding request to port number back to NTELOS and have early termination fee waived. If customer no longer wants to port number back to NTELOS I will waive ETR on the [redacted] number only.

Review: While the sales person was writing up the contract, I had to ask if there was an activation fee, because I overheard another customer talking about it. [redacted] said, "You are getting five phones. You don't need to worry about that." To me, that means I don't have to worry about an activation fee. I wasn't even told how much it was. Then when I received my bill an activation fee for each of the five phones on my bill. I called [redacted] to ask her about it and she said, "Don't worry, the manager's working on it. I will call you back." I waited a few days. When I did not hear from her, my wife went into the store to ask her about it. She told my wife not to worry because the bill wasn't due until next Monday. Again, she said she would call. Nobody called. The Friday before our bill was due my wife went into the store at 9 AM to ask about that activation fees. At that time, I talk to [redacted], the manager, on the phone. He said that he would contact his boss and contact me back shortly. At 5:30pm that evening when I got off from work, I went back by Ntelos because I had not received a phone call from [redacted] yet. He told me he was going to call me before he got off at 8 PM. I did not receive a phone call. He returned my call on Monday, which was the day my bill was due. He informed me that they would not be able to honor the verbal agreement that [redacted] had made and they could only waive three of the activation fees and I would have to pay the other two. [redacted] told me on the phone that if I wanted to pay my bill I could pay it over the phone free of charge and that my bill would be reduced by the three activation fees. When I called I still had my full bill due and went ahead and paid the full bill and I tried to call [redacted]'s supervisor. I left [redacted]'s supervisor, [redacted], three messages and he has yet to return my call. This seems to be a trend with Ntelos - not returning calls. Pretty ironic for a phone company.Desired Settlement: Adjustment for the other two activation fees.

Business

Response:

Customer has received a credit for all 5 activation fees. Credit was issued on 10/27 $78, 10/30 $39, 10/17 $39 and final credit today for $39. All activation fees have been applied as credit to customer account.

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: Initially, the complaint filed by my daughter was due to service failure and a current contract balance, upon review of my service address by Ntelos, it does show no service whatsoever is offered at my home! The contract was waived, and [redacted] from the corporate office sent my daughter an email offering to either A.) Waive the current balance with the return of the phone or B.) Waive the balance with the acceptance of the Ntelos prepay service with the current phones we have... (I do have a copy of the emails he sent to my daughter, and will be taking legal account if the balance isn't waived as promised in the email) We accepted the option B and decided to go with the prepay service because thats easier than having to set up all new service & have to get new phones! My daughter sent [redacted] a reply that we would accept option b then he changed up his story and said I needed to go into a store to make the transfer for security purposes. I spoke with a supervisor at Ntelos and they advised me no such thing was needed, you can make the switch over the phone just like you can set up service over the phone so Mr. [redacted] was only blatantly lying about the company policy to make things more difficult on me and my daughter even though my daughter had already advised him I was in bad health and didn't feel like traveling to the store in WV (which is the option he gave us) to do that, he didn't care & advised her that wasn't his problem and they needed that to be done before anything else could happen, when initially, he never mentioned anything about having to go into the store.

So yesterday, my daughter & I went into the store in [redacted] an hour away from my home just to have this done! They didn't ask for any information aside from our number and our pin, I showed them my ID and they advised that wasn't needed for the transfer from postpay to prepay. Mr. [redacted] is very bad at his job and should be fired, he's very manipulative and vindictive; he seeks retaliation because of the complaints we've filed instead of trying to assist us properly! If any media source would like to do a report on this or on ntelos, we'd be happy to speak on behalf of the unhappy customers. His job is suppose to make things easier on the customer and to help the customer, not LIE and cause added inconvenience to the customer!

At this point, I'm waiting on the balance of the contract account to be waived which I do have a email stating it would be done as soon as the account is transferred over to prepay, which has been done at this time!

Thank youDesired Settlement: [redacted]'s email - 2. We will transfer your two lines to prepay service and excuse the balance on your contract account. You would simply pay for the plan you want for each line each month. We can get this option started with your payment of the monthly service fee.

I can get either of these options started for you today. Please just let me know which option you prefer.

^^

The outcome is that Mr. [redacted] will excuse the balance on the contract account!

Business

Response:

This matter was resolved with the customer. The balance was credited solely to resolve the matter as a courtesy. The customer closed the post paid account with no early termination fees charged and began two pre paid accounts. I ask that this case be closed.

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'm showing that there is still a balance on the account. I was advised the entire balance would be waived, bringing the balance to $0.00 once I sign up for prepaid service, which I have done... This is trying to charge me for additional service or additional days of service. Which I am not paying for...

Regards,

Business

Response:

According to our records, this customers account is at a zero (0) balance and nothing more is owed. I request this case to be closed.

Review: I contacted nTelos today via live chat to discuss an issue. When I entered into my contract on my first three wireless phones, I was advised that they had affordable anytime upgrading options. This was in response to my complain that my current carrier in February 2013 did not offer an upgrade but every two years and that I still had to pay for that upgrade. I was also told that after the first year, there were even more upgrade offers some of which may be free. Today I paid my bill online and started looking around my account to see what offers now may be available to me since we are more than a year into our contract. (One year anniversary on 3 phones was March 3rd, 214.) There are buttons beside each of my phones and lines under my account that state "Anytime Affordable Upgrades" so I clicked on the option and to my surprise it popped up that I would be charged $350 per phone to be added to my bill if I proceeded. So I clicked cancel and chatted live with a representative to ask what was going on and how could this possibly be affordable. I have a printed transcript of our whole conversation. She stated, "The reason you are being charged a $350 fee is because you are under a contract so that is the "early upgrade fee" at this time. That fee does start to go down once you are year into your contract. The fee will go down to $325 next month, $300 the month after, and so on. Once you are 30 days before your contract expiration, you can upgrade with no early upgrade fee. Now we are working on a new upgrade program that would allow you to renew earlier." I responded, this is not affordable for anyone and for that amount of money I could terminate my contract entirely. This is false advertisement and does not fall in line with what the representative told me when I left my old carrier and signed a contract with nTelos. I am extemely disappointed because my husband and I pay a lot of money for 4 phones, 2 of which have not been reliable phones to begin with. I have advised nTelos the problems.Desired Settlement: I would like to receive an affordable upgrade every 12 months as told to me and affordable "anytime" upgrade as advertised on my account on the website. This should be less than the cost of getting a replacement phone through insurance which is $50 - $100. If I can not be given an upgrade resolution, I want out of my contract at no cost immediately for all 4 phones and I want reimbursement for my time having to yet again go through this. NTelos needs to offer what is advertised.

Business

Response:

Offered customer upgrade with 2year promotional pricing and explained she would be responsible for $35 device provisioning fee and that this was a one time offer. Educated customer on upgrade process so there would be no misunderstandings in future customer stated she would need to talk over with husband and take a look at the handsets.

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.

Regards,

Review: I was told by Ntelos sales people at [redacted] Common location,,, Ntelos shared towers with Verizon, but Ntelos failed to explain to me that Verizon didn't permit Ntelos to there data plan. I have made several calls to Ntelos with this problem and they offered me a $25 a month discount from my bill for there miscommunication error. And that's all fine and dandy, but what good is the service even if it was a $100 discount if you can use it ???? I sincerely believe that there is a problem with some honesty just to keep you as a customer or get you in the door a get you on a contract.Desired Settlement: REMOVE E..T. FEE ,,,,,and teach sales stall the HONEST for GOD TRUTH !!!

Business

Response:

Waived Early Termination fee of $350.00 credit has been applied to account

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: Currently I have a 2 year cell phone contract for a family plan (3 phone lines) with Ntelos which started in March 2014. When my daughter who lives in [redacted] was having trouble with her cell phone, she went to the local store near her home. The customer service representative at the Ntelos store informed my daughter that the [redacted] area stores were closing and that Ntelos was letting customers out of their contract in June 2015. On two separate occations, a phone conversation and online chat with Ntelos, I was told that as of October 1st, 2015 my daughters phone would have no service because Ntelos will stop providing service to numbers in the 804 or 703 area code, but that the two additional lines covered under my 2 year contract wouldn't be let out of the contract and that I would have to pay an early terminatin fee of $350.00 per line. My complaint is this, Ntelos is breaking the contract not me (the consumer). I have one contract and receive one bill each month for 3 cell phone lines. Ntelos decided to close stores and stop service to the [redacted]/Eastern VA area. How can a company stop providing service to one phone but doesn't consider the change in service to be a breach of the contract. Since Ntelos is changing the service area, consumers that it affects, should be given the chose to be let out of their existing contracts or stay with Ntelos. Thank youDesired Settlement: Let the consumer decide whether to stay in the existing contract.

Business

Response:

I spoke with the customer today. I advised her that her 2 lines of service that we are still going to provide service for would need to finish out their contracts until the end which is 3/2016 and the line that is in [redacted] could either port her number to [redacted] and we would waive the early termination fee or she could return her phone to a corp retail store with no signs of Liquid or Physical damage and I would waive the early termination fee or if she waits until 6/1/15 to cancel, the early termination fee would be waived at the time. The customer agreed to this and she also advised she read over the contract that she signed. Thank you

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: Recently, I was deciding what company to continue cellular service with. I had been with Ntelos without any problems. When talking to them they said I would see my plan increase by $40, but they then informed me that my military discount (10%) would take it down to a $20 increase.

When at the store, they said I had to reshow my military ID to continue my discount. I did this, but received my bill and it was not there. I contacted customer service and after getting it taken care of they tell me my discount would only be 5% due to their "new cheaper plans". This comes after the fact I was told 10%. Since my discount was added when they initially took my ID, I am now outside of my two week window to return - seems rather convenient for them that it worked this way. My plan was not cheaper it cost more and their lies is the only reason I signed up again since I could have received a better price elsewhere. Customer service is not helping this far and I cannot get a hold of the manager.

Hopefully, other service members see this in time!Desired Settlement: They had me sign my contract under false pretenses so I would like to be let out of my contract and be able to return merchandise.

Business

Response:

Removed 5% discount and added two $5.00 smartphone discounts and a $10.00 data discount to bring the base rate to $120.00 which is $6.00 less than what iw would have been with a 10% discount. The base rate is before taxes and insurance so we are honoring store quote.

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 purchased service through nTelos in Oct. 2014. At the time I was told that my home was in an adequate coverage area and that I should have 4G service by the end of 2014. I was not happy with the service, so after 8 days I went back to the store. They told me if I could wait until the end of the year, that I would have better quality plus I should have the 4G data service so I went ahead and kept the service. 4G service is still not available in my area, and I continue to have dropped calls and very poor quality on a daily basis. I have spoken to technicians who have informed me that I live in a very poor coverage area (contrary to the sales reps) and there is nothing they can do to fix that problem. I believe that nTelos should waive the termination fees and allow me to switch to a provider that does have adequate coverage in my area.Desired Settlement: Waive early termination fees and let me out of the contract.

Business

Response:

I spoke with the customer today and advised that if he would return his phone to a Corp Retail Store with no signs of Liquid or Physical Damage, then I would waive the full early termination fee of $350.00. He agreed.

Review: purchased a Iphone 5 under a 2 year contract. several weeks ago I called into the store and they told me that my phone had a recall on the battery and that I would need to take into an authorized apple dealer. Sunday 9/21/14 the phone stopped charging altogether. I called into the customer support and spoke with a rep. and she said for me to bring the phone into the store. I took the phone into the store o9n 9/22/14 and the rep tried to plug the phone up and it would not charge at all. I was told that they couldn't send it off and that I had to send it off. I then told the lady in the store that I was going to take into Charlottesville apple dealer. in the process I asked if they had loaner phones cause they use to in the pasty and the rep told me no. so I explained to the rep that that was my only phone that I used it for my home ph as well as my cellular. I told the lady that I had a extra Ntelos phone that I ghad from the past and she said that I could use that. I was charged $15 to have a ntelos phone turned on that was going to be used with my same number under the same account. I was then told that since I had to take the iphone off the account that it was no longer covered under the insurance. and if and when I put it back on then I would have to pay another 15 to have the ph which isd under the contract to have it added back to my account. On top of that the rep then said well you can by your contract out for 200 then pay full price for another ph???Desired Settlement: I would like for Ntelos to start treating the loyal customers with respect. Need to look at some policy changes when it comes to cell phones that they sell but are not able to work on. I would like to have my 15 refunded. I would also like to be able to end my contract early or be able to upgrade my current contract with no extra cost. meaning I can upgrade to a better ph and pay contract price instead of paying 200 to get out of my contract then having to pay full price for another cell phone.

Business

Response:

Ms. [redacted] worked with Customer Loyalty on 9/25/14 she was offered the following, early contract buy-out was redeuced from $200 to $50, 2yr contract price on a handset of her choosing currently 2yr contract pricing ranges from $0.01-$249, $39 device provisioning fee (all customers pay this) and 20% off an accessory. Customer refused offer stated she would wait to hear what Revdex.com thought. Customer wanted to break her contract with no fee, purchase handset at 2yr contract price and not pay the device provisioning fee. Customer states in her complaint that NTELOS makes no effort for loyal customers when in fact she is currently under contract and NTELOS offered to reduce the fee down to $50 from $200. I will offer the customer early renewal at 2yr contract price with $39 device provisioning fee. This means customer will pay 2yr contract price and $39 activation/provisioning fee. She can contact Customer Loyalty to take offer it will expire on 10/10/14.

Review: I signed up for their wireless internet which included the monthly cost of data as well as the “MiFi” device. It finally arrived and it was set up; it was slower than dial-up. I had it working for a less than an hour then I immediately called the company to see if it was possibly broken. The lady in customer service said that there was no strong wireless signal in our area. I should have been told that and not misled into buying this product/service. The lady then told me that I could get a refund if I returned it to a local nTelos store. I did. The gentleman at the store said he could not issue me a refund, he then had to call another representative. He then put me on the phone to discuss the refund and I was promised a full refund with the standard restocking fee waived since I had been misled into buying the product. I was also told by the local representative that the full refund would be credited back to my card, within three to five days. I went on their online customer service chat to check on the refund and was told someone would call me about it (this was about six days after I went to the store). No one ever called. I contacted them again ([redacted] in Waynesboro), I was then told that I would get a partial refund and that I should be "glad" that I would even get this much. He also said that I would get a check in the mail; he said he couldn’t credit my card because I didn’t have an account. Weeks passed and still no refund. This was over a month ago since I was supposed to get my refund. I have heard nothing from them at all, even after several phone calls to the company.Desired Settlement: A full refund of $140.

Business

Response:

Customer will need to provide an account number or copy of bill for MI-FI cannot locate account in system with current information given.

Review: Purchased iphone @ Wytheville, VA office. nTelos could not proivde me with the service they promised.........They have little to no data service in this area. Took the phone back in 10 days well within the 14 day return policy they have. Was told by the salesperson that I was eligible for 10% affinity discount for employee discount. Also told I was eligible for $25 referral fee for mentioning an associate that recommended nTelos to me. Needless to say their service is sub standard to my current cell phone service provider. So because nTelos service is sub standard and they expect me to pay for a service that did not meet my needs as they promised, I am penalized. I have no issues paying for the services I used. Original bill 129.28 minus the 54.15 credit for cancelling service and returning phone in excellent shape. This DOES NOT reflect the $35 restocking fee I had to pay when I returned the phone due to nTelos sub standard service. This left a balance of 75.13........for 10 days of service. On 9-23-13 @ approximately 7:30 pm EST, I called and spoke with [redacted] out of the Covington, VA office who offered no assistance other than to put me into contact with her supervisor [redacted]. He offered a $20 discount which I do not feel is adequate. 10% off the original 129.28 is 12.92 plus the 25.00 referral fee is 37.92. 75.13 minus the 37.92 is 37.21 which I feel is fair and reasonalbe since nTelos is ultimately at fault since they could not provide me with the service they promised to. I will pay the amount of 75.13 that I owe tonight since this is not worth my credit taking hit because they can and will do that according to the strong arm collection letter they sent me on a bill that is no where close to being late. Due date of 10-4-2013 and the strong arm collection letter is dated 9-18-13, which states "This letter serves as final notice that the outstanding balance must be paid withing 10 days from the date on this notice or the account(s) will be referred to our Collection Agency. If placed with a Collection Agency, your account may then be subject to additional charges".Desired Settlement: I would expect a refund check of $37.92 sent to me not credited to my account since I cancelled service with them due to their inability to provide me with the services they promised to.

Business

Response:

No additional credit will be issued or refunded to customer it was explained to him that he did not qualify for affinity discount or referral credit because he was canceling service within first 14 days. 9/23/13 Escalation////cust canceled service within trial period - he is upset about total of last bill - he says he should have received $ 35 referral credit and 10% discount for affinity - I explained those discounts do not apply when canceling within trial period - I offered to make total due $55 - he said that seems to much still bc he only had service for 10 days - I explained $80 a month just for rate plan divided by 30 x 10 days = 26.66 + $35 activation fee = $61 I explained making the total due $55 is the lowest I + an offer - cust refused any discount at all and said he will just pay the total due

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 never received documentation that I would not receive the discount if service was cancelled, I was assured by their salesperson I would receive the discount on the bill. As stated in my original complaint which included my proposed resolution. Please provide me with documentation that explains that I would not be eligible for the discount that shows a nTelos employee reviewed with me and I signed and agreed to such terms. Regards,[redacted]