NTelos Inc

Review: I paid my bill on the date it was due from the online service, after having multiple difficulties with their website. It was unavailable and they do not send a paper statement to me. The money was taken from my bank account. The next billing cycle they tacked on a late fee. I called them to ask why. They told me I paid my bill late. I told them I had not paid my bill late, I paid it on the day it was due. I would have paid it much sooner had their website not been acting up. They told me they weren't going to do anything to help me. I paid my bill again on the date it was due, minus the late fee. They added another late fee. Again, I called them and asked them why. They told me I didn't pay my bill in full. I told them I had already called about the late fee to be taken off. They basically told me too bad.Desired Settlement: I only want them to remove the two late fees they had added to my bill. I have always paid my bill in full.

Business

Response:

Issued credit of $20 for late fees

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: They falsely advertise pricing of their contract plans. I guess they want that sales commission a little too much.Desired Settlement: I want to pay the price that was quoted to me.

Business

Response:

Customer needs to provide additional information like where did she purchase handset and what price was she quoted monthly. also customer must understand that first bill is usually higher because of proration and activation fee's that may have been charged.

Consumer

Response:

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

I was quoted a price of $45 per month for the contract( I have two contracts the same.) Plus $28 per month to lease the phone.(1 per contract) minus a $15 promotion per month. I lease the phones through Ntelos. This totals$58 per month( per contract) and this was my quoted price. My first bill(which Ntelos argues "should be a higher amount because of fees" was $65 and change per contract. The second bills, however, were $88 and change per contract.

Business

Response:

Cannot offer customer any other discounts on EIP plans customer is not under contract and can cancel service at any time. Currently her rate is $73.34 before taxes and insurance. Customer rate before device finance charge of $28.34 is $45 and all discounts have been applied.

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,

Review: I have always used prepaid phones, because we do not have cell service where I live. I went to [redacted] one day and a lady was there from Ntelos and asked if I would like to get a phone through them, so I did, at first I had only 300 minutes a month because like I said we do not have cell service where I live., and I knew I was signing a contract that day for 2 years. I had Ntelos for over 2 years and I went into the store one day to pay my bill, I asked for the lady who had sold me the 1st contract, and they said she wasn't in, and the man said he could help me, and during this time he offered me a special 2 phones with unlimited calling and texting for just 20 dollars more a month than I was already paying, he never mentioned I was signing a new contract. I asked him what I was signing and he told me just saying I did receive the phones that I bought. He also told me I was approved for an additional phone for 20 more dollars, and at anytime I could come in and get it if I decided I wanted another phone. My daughter had a baby and didn't have a phone where she lived, and she did have service in that area, so I went in and got the other phone, I had the first 2 phones for almost 2 years, and decided I was gong to go back to prepaid because of the high cost of the bill, and I called them to pay off my bill and cancel my service and they informed me I would have to pay 275 dollars each on the three phones because my contract was not up yet, said the first 2 phones contract wouldn't be up until May 2013 and the other one Dec. 2013. I told them my contract was already over and had been for over 3 years and that's when they informed me I had started a new contract when I got the other phones, but they did not tell me that at the time of purchasing the phones, and I had never dealt with a cell service before and I had no idea. Well I couldn't pay the bill and they had turned off my phone but kept charging me a monthly fee for phones that weren't even activated and they kept billing me and I just haven't had the money to pay the bill. Well today 10-2-2013 I get a call from a lawyers office [redacted] and [redacted] at [redacted] Mendota Heights, MN and the lady asked me if I was going to pay on the bill and I tried to explain to her, that they didn't explain to me that I was starting a new contract with the phones, and she was like well everybody knows that, and I said no everybody doesn't know, I didn't know and they didn't tell me either, and she said well I can see you have no intentions of paying this, it's already been over a year and you haven't paid on it, she was extremely rude, she had already accused me of lying and I told her yes I would try to pay 50 dollars a month on it and she asked me when I could start and I said well let me look at the calendar and I told her on Oct. 22 and she wanted me to give her my credit card info or my checking info over the phone and I told her I didn't do that over the phone, 1st because the police advices against it, and second we have done that before and they have taken more money out of our account than we have told them to and over drawn our account and my husband doesn't allow me to do that anymore, and she said well I can see you are not going to pay this so I'm just going to send it over to the attorneys, and I said well I hope you are recording this because I am telling you I will pay and your telling me I won't, she said well I don't think you are because if you were going to you would give me the information over the phone, and I said no I will send you a check or money order but no I won't give you my credit card or checking information over the phone and she said so you want me to give it to the attorneys then I said well I guess so and I hung up, Her name was [redacted]. I went onto the computer and found their information from their phone number and I called back thinking I could speak to someone that wasn't so rude and called them back and tried to explain to another lady and then she more or less called me a liar, by saying I wasn't there but they usually tell you that you are signing a new contract, and they did not tell me. Then she tried to get me to give her my information and I told her no I didn't do that over the phone and asked her to send me another bill because I didn't remember getting any through the mail, she said well whether you remember or not we did send it last month and we will not send another one I will just send it over to the attorneys and I said you won't send me another bill so I can send you a monthly payment and she said no we only send one bill and after that it goes to the attorneys if you don't respond...and I told her I wasn't giving her my info and I would probably contact the Revdex.com and she well go ahead they can't do anything you'll still have to pay, and I didn't care to pay it, but they were just so rude and ill mannered that I decided to file this. I don't think I should have to pay a contract fee when I didn't even know I was starting a new contract, and they did not tell me....I pride myself on being an honest person and do not like being called a liar, but the man did not tell me I was starting a new contract either time I went in, So I offered to pay but was treated badly and called a liar you can ask for a copy of the conversations if you would like. I was treated very rude and poorly. I would never treat somebody like that.Desired Settlement: I don't mind paying my phone bill for the month that I had use of it, but not after it was turned off and I didn't have active service, but I was not told I had to start a new contract when I went in either time and I don't think I should have to pay the contract on 3 phones. So I want the contract fees dropped and I want to go through Ntelos, not the rude people at the [redacted] and [redacted] law office.

Business

Response:

Contracts on handsets are valid and customer signed paperwork each time clearly stating proof of purchase renewal. Early termination fees will not be waived and customer can pay monthly to NTELOS anywhere from $50-$100 by the 25th of each month to clear balance. I am faxing copies of signed contracts and renewals.

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.Yes, I signed the papers, but I asked what I was signing and he told me it was a receipt showing I did receive my phone that I had purchased, I guess I should have read them, but I do expect people (especially someone who is suppose to be an employee at a business) to be honest and not tell me lies, and to make me aware that I am signing a new contract. A new contract was never mentioned to me. And I'm sure I'm not the only one who has been scammed by Ntelos.

Review: We signed a contract for 2 years for unlimited everything for 96.98 a month and now they are charging us 170 dollars a month. Thsy tell us that its fees but won't explain them. The account number is [redacted]Desired Settlement: We would like them to live up to there end of the contract and charge us what they said they would

Business

Response:

Customer monthly fee is $99.98 before taxes and fees. I will outline charges on the bill below. You can remove the late fee to see that bill before reconnect fees is around $1336.36 for 2 phones. If customer wants to reduce cost they could drop handset insurance, pay on or before the due date to avoid late fees and reconnect charges. Looks like customer has late fee and or reconnect charges every other month. Customer has called in several times on 10/7/13 and hung up threatening Revdex.com. $99.98 monthly service fee 10.00 late fee 2.25 universal service fee va 6.99 Handset insurance 3.20 Regulatory cost fee 3.20 regulatory cost fee 6.99 Handset insurance .75 E911 tax 19.99 reconnect fee per line 19.99 reconnect fee per line

Review: This is a warning for all cell phones with a contract, don't be fooled by the LOW Price of an I phone and sell your soul to Ntelos!!! The cost of a cheap I phone is not worth the grief you will have with this company! The phones will not work 4 miles from the place you purchased them (at least in my case)! The phones will work on occasion; however, you can not count on them. We were doing so good the first day or so and then boom, nothing would work properly. We only got WiFi in our home because it was sucking the juice from our WiFi, we couldn't even use the WiFi at local businesses that you normally can get it for free. It was the most frustrating experience. We tried to explain our situation and all they had to say is there are dead zones everywhere. I am aware of this; however, after being a loyal customer to [redacted] for 14 years, we never experienced this once. They only reason we were looking for a new company is that [redacted] didn't carry an Iphone. We only had the phones for 4 or 5 days and it has cost me approximately $400 or so dollars to get out of this mess! The only thing that saved us a little bit...was [redacted] computers were down and we couldn't transfer our phone numbers over to Ntelos. They gave us a temp number, so thank goodness we got to keep our numbers! If you actually leave the state of WV and travel outside of our area...goodluck with getting them to work! However, I'm told they work great in VA Beach, so just vacation in the same spot every year and you are good to go! Beware of this company and their contracts! Learn from my mistakes! [redacted]Desired Settlement: I have already paid the restocking fee for 4 cell phones of $35/phone. I would like to not have to pay the activation fees for 4 cell phones, since they didn't do what they said they would do. My current bill is $171.43! I would like to not have to pay that fee! I understand there are dead zones with every cell phone; however, ours was intermittent, so we thought for a day or two they actually worked; however, we were so wrong! We couldn't use internet on any of the 3 Iphones except when

Business

Response:

NTELOS offeres a 14-day return period and a 100% price garauntee if you port your number within the 14-day trial period. Also contract states there is a $35 restocking fee on all devices. Customer also received a $20 discount on 3 of the $35 activation fees. Bill of $171 is correct and due.That is why we offer a return period and we encourage customers to read over fine print before activating.

Consumer

Response:

I received your email message in regards to my complaint against Ntelos. I was very displeased to hear the response, of course Ntelos has an iron clad contract, as do all cell phone companies! However, other cell phone companies are not trying to cheat or misrepresent their companies!!!! I have talked to ex employees of Ntelos and random people who have had their service I 'mnot the only one that is displeased or feels lied to! I went to this company in good faith and unfortunately trusted them to not lie to me or anyone else; however, I was sooooo wrong! If you call the Ntelos 1-800 number they are the nicest and kindest people in customer service. They are honest and truthful with you, they do not rosy coat or lie to you about their service and what they offer; however, the employees at the Ntelos stores do!!!! Flags were first raised when I called the 1-800 number and was asking some questions 3 days into my Ntelos nightmare. The customer service person told me the phones may work in Myrtle Beach, but it was more than likely our internet would never work! She also said they would work now and then. This was the first time I heard they are a REGIONAL CARRIER NOT A NATIONAL CARRIER! THAT WAS THE FIRST TIME I HEARD THAT ONE! I, along with other customers were told they were a National Carrier, they are not, there are only 5 National Carriers (I believe, look it up on the Internet) Yes, they use [redacted] Towers, but this does not make them a National Carrier! If you call the 1-800 number they will tell you they are a Regional Carrier! Now as I stated before I have 4 phones for 4 or 5 days that are not working consistently and no internet (except when using our WIFI in our home), so I'm getting nervous! How can I have contracts for 2 years on 4 phones that don't work properly, or have internet, or I can travel with or have my kids feel safe with! The reason he gave me a discount to restock or activate was because I was so nervous about joining there company to begin with and that was another ploy and of course I was STUPID enough to fall for it! The reason I didn't port my numbers over to Ntelos was because [redacted] computers were down and I couldn't and once again thank the lord I didn't or I would have lost 4 of our numbers that I have had for 14 years. Also a former Ntelos manager told me that they were having to let people out of their contracts just a few short years ago because they were lying to people so badly and ripping them off. I'm an upstanding citizen and I do things properly...if I owe a bill I pay it! However, in this instance I have felt sooo ripped off and felt like I have had no where to turn! I always knew that if I saw the Revdex.com symbol it was a safe expense or adventure; however, I will think twice about that also. These cell phone companies have no right to lie, because they have a contract, no right to say something will work, because they have a contract, no right to rip people off, because they have a contract, no right to cause anguish because they have a contract. I had these phones for less than a week wouldn't work half of the time was lied to and it has cost me approximately $400 time, grief and anguish. I wish I could stand outside of there company and tell people don't do it, don't use this company, they are not fair and honest. No one should have to spend $400 for less than a week of crappy service like I had to and no one to help them! It is a sad world that we live in that these companies have the right to do this to average folks who can't afford to lose $400. The sad part is $400 would have bought a lot of groceries for my family; however, my stupid mistake has cost them food!!! If I can't be helped, so be it; however, please don't let anyone else go through the grief myself and my family has had to go through over stupid cell phones! And I told the 1-800 Ntelos they could have a good service for people who want a Regional Carrier, no internet, phones that work in their area, all they have to do is be HONEST!!!!!!!!!!!

Business

Response:

Balance is valid and no other discounts will be offered.

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 said that Ntelos was a part of or associated with the Revdex.com! I was meaning that I have always had such faith in the system and bureau to help a consumer with there problems related to a business, person, or group! The Revdex.com talked to the same people (I believe) that I have been fighting with since end of July. These are the same people I have questioned and asked about this situation with no HELP! They wave that contract at you and say you signed it and basically (not actually waving so there will be no misunderstanding) your out of luck. It doesn't matter that their equipment doesn't work properly, it doesn't matter that they lie to you (and you hear them lie to other people), it doesn't matter that their own employees at the 1-800 number tell you the truth...nothing matters. It was my last hope that the Revdex.com could help me, oh well you can not. I had to put a stop payment on my final bill of $171.43 and pay it over the phone with my Discover Card, plus was charged $3 for doing this, also. They sent me a letter (even though my bill was not due until September 20, 2013, that they were going to turn me over to collection! I have an EXCELLENT CREDIT RATING, you may check and see what type of person you are dealing with. I'm not a consumer who doesn't pay her bills or does not live up to responsibilities!!!! These people are the opposite of everything I was ever taught growing up! I am so disappointed in myself that I was fooled for less than a week and this adventure has cost me almost $400, grief, time, anxiety and a lot of letter writing! They better not charge me a fee for the stop payment of my first check that was floating around in the snail mail for almost two weeks! That also cost me $33 to do and for the record I have never had to put a stop payment on a check in my life!!!! The Revdex.com should talk to the main office in VA...forget me, please don't let this happen to anyone else!!!!!! I keep hearing the stories about Ntelos (a little late, but boy do I hear them now) I wish I could tell everyone, don't do it they are not here for you or at least in my case! LIE LIE LIE THAT IS ALL I RECEIVED FROM THIS COMPANY AND BILLS!!!! THANK YOU FOR TRYING, PLEASE HELP SOMEONE ELSE NOT TO EXPERIENCE THIS NIGHTMARE!!!!! Regards,[redacted]

Review: I believe it was in July I filed a complaint with the Revdex.com against nTelos because nTelos would not honor the rates I had been promised. I accepted the offer nTelos made through the Revdex.com of a rate more than I had been promised, but less than what nTelos was pushing me to. nTelos changed my rate from what the written agreement with the Revdex.com was before the first bill. The offer I accepted said “bring his rate down to approximately $139.96.” The rate is lower than what they were trying to push me to, but is more than “approximately $139.96.” The offer from nTelos follows: 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] David 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. The whole original problem has been that nTelos will not honor what their managers have promised. Now nTelos is doing it again. I was specifically told that the written offer to the Revdex.com was reviewed by at least 3 managers before it was made ([redacted], and someone with the CLT. I want nTelos to honor what nTelos offered in writing to the Revdex.com which includes a rate of “approximately $139.96.” (See the end of the original offer.) I was also told I would receive a letter stating my rate would be “approximately $139.96.” I want the promised letter.Desired Settlement: I would like agreement with Revdex.com honored. The whole original problem has been that nTelos will not honor what their managers have promised. Now nTelos is doing it again. I was specifically told that the written offer to the Revdex.com was reviewed by at least 3 managers before it was made ([redacted]'s boss, and someone with the CLT. I want nTelos to honor what nTelos offered in writing to the Revdex.com which includes a rate of “approximately $139.96.” (See the end of the original offer.) I was also told I would receive a letter stating my rate would be “approximately $139.96.” I want the promised letter.

Business

Response:

Issuing a onetime credit of $240 to his account when broken down monthly this is an additional $10 of credit that brings his before tax balance from $143.96 down to $133.96. No additional credits will be given or further discounts the credit is for contract term of 2years. Taxes cannot be credited as they are mandated by the state NTELOS is keeping to the agreed upon APPROXIAMTE BALANCE BEFORE TAXES. I have provided a break down of charges below and CLT has also contacted Mr. [redacted] and gone over charges. clt// called customer back to review acct and go over the billi again 64.99 min 19.99 text 29.99 data smartphone line 1 4.99 non smartphone line 29.99 smartphone line 2 29.99 smartphone line 3 total 179.94 before discount added 20% discount is total 143.96 before taxes add in 7 for e911 and 13.20 for regulatory cost recovery fee and universal service fee of 3.16 total of bill complete is about 167.32 monthly

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.Subject: response problemsI am sorry I sent this before it was ready. I have been trying to reply to an offer made by nTelos to a complaint. The Revdex.com will not currently accept my response. I filed a complaint earlier, accepted their response, but they did not honor their offer. I filed a new complaint. With this complaint nTelos responded they explained their response. They did not and I don't understand it. My response to refuse the offer until they explain it as they claim: This final monthly price may be correct. It looks close. The way it is broken down does not match my bill and is hard to follow. This part may be ok with me, but is a poor way of doing business. NOBODY CALLED ME BACK AND EXPLAINED ANY OF THIS! NTELOS CLAIMING THEY CONTACTED ME IS FALSE! THIS FALSE CLAIM IS WHAT HAS FUELED MY ANGER. I AM ANGRY THE ONLY WAY TO COMMUNICATE WITH NTELOS IS THROUGH THE Revdex.com. I cannot accept this until someone explains what it is all about. The agreement was for a rate. Not a new contract. We purchased another additional phone based on what the agreement was with the Revdex.com and now nTelos is changing the agreement, again. If we would have used the money we paid for new phones to change providers we would have been money ahead compared to a two year rate promise. After all we already agreed to let nTelos break their agreement and raise our rates. We honored our end. There has never been any mention at all of any two year contract. This has never been mentioned before at all! The whole problem has been nTelos will not honor what they have promised. Unless someone explains what this is about to my satisfaction I will assume that nTelos has decided this is their way of not honoring what they promised, again. What I understand this “contract” to be was offered to me through the Revdex.com process in a different way, and I said no, now it is back? I have done business with nTelos for twelve years, and this is never how they have done business in the past. THE CONTRACTS HAVE ONLY BEEN IF YOU GAVE US PHONES! WHERE ARE OUR NEW PHONES? WE BOUGHT THEM OUTRIGHT. THE WHOLE PROMISE HAS BEEN THAT OUR RATES ARE LOWER BECAUSE WE PAID FOR $1500 WORTH OF PHONES UP FRONT! Contracts never were about rates. If it was about rates this whole problem would not have occurred. NTelos has already raised our rates this year while we were under contract! We purchased another additional phone based on what the agreement was with the Revdex.com and now nTelos is changing the agreement, again. The two year contract comment may be ok, but it looks like a trick to me. All I want is the Revdex.com agreement honored. I will not know if this is acceptable until it is explained to me. NTelos just honor your agreements!!!Also, I always understood the RATES WERE BEFORE TAXES, yet I had to explain it to nTelos representatives. Thank you.Regards,[redacted]

Review: I have had problems with my service for several months now. I contacted nTelos with my issues and it took two weeks, with me calling several times before a response, to get some answers. They simply said "we don't know why your phones are not working and you have called two weeks straight so this is no longer our problem," and did not give me any other assistance to fix the problem. I scheduled a payment and weeks later I received a call stating I never made my payment. They had assessed me late fees, but when I explained what happened and gave the customer service representative my confirmation number she said the number did not exist and said "you just need to pay your bill and stop making excuses." I was assessed late fees, which were never waived. When I signed my agreement the sales representative told me I could end my service after the lease ended after one year. I am now being told that after a year I either have to pay $700 for each phone (I have 3 phones on the account), I have to give the device back and start a new contract, or I could use an old device to replace my current device after one year and I would have to finish out the two year agreement. Each phone was added separately and they told me each time that after one year I could walk away from the contract (after turning the phones in) and not have to continue my service. Now I either have to pay approximately $1,900 to end the contracts, or I have to start a new contract which I do not want to do since they are merging with [redacted] Also, I was never informed of a merger of nTelos to Shentel and feel that as a customer that I should have the respect of being informed that nTelos is being bought out by [redacted]Desired Settlement: I want to turn my phones back in to nTelos and walk away from the contracts.

Business

Response:

I spoke with the customer today and I agreed if he returned all of the devices, that I would close the account and nothing would be owed. He advised that he would return the phones on Monday 11/9/15. I request this case to be closed.

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. Returned the devices and the account has been closed.

Regards,

Review: March 2013, Ntelos Forced our account closed on the basis that our account was no longer "cost effective for the company". If we would agree to switch to another company they would allow us the following, 1.) No early termination fees on the contract---EVEN THOUGH WE DID NOT BREAK THE CONTRACT 2.) We would be allowed to keep our equipment-- EVEN THOUGH WE OWNED THE EQUIPMENT OUTRIGHT AND OWED NO FEES OR RENAL EQUIPMENT FEES 3.)We would be allowed to have number portability with our lines if we found a new carrier with in 48 hours with termination of the account in full happening immediately AFTER number portability ---ONLY 2 Numbers were honored, and we did not fight for the third number 4.) We would be allowed to have all deposits paid back to us in the amount of $400.00--MINUS AN APPROXIMATELY 1 WEEK BILL(approximately $50.00 THAT OCCURRED FROM THE BILLING CYCLE DATE TO THE ACTUAL TERMINATION DATE ON MARCH 13, 2013. 5.) Termination of all lines would occur as soon as numbers were ported to the new provider. To our knowledge all lines were disconnected when the numbers were ported as per our agreement with Ntelos. 6.) We would not hold Ntelos to any contracts between us and we would not use Ntelos ever again. Ntelos has only upheld the number portability. They are currently sending us bills of $445.03. Even though our bill was up to date and compliant when they forced closed our account. They are saying many things to explain the bill as our fault. That the amount is ETFs (early termination fees) unpaid balances(account was paid in full and compliant) ..They are saying that there was no deposits made on the account, then tell me that the deposits weren't applied, then tell me they found the deposits and are going to put them toward the balance due which still has me owning a bill that I do not owe. Today they told me that the account had been reopened AFTER we found a new carrier and we were forced closed.....They told me that they have sent me bills repeatedly and that if I disputed it, I should have called in....I have called in repeatedly and I always get a supervisor who transfers everything to the original loyalty department personnel who force closed the account and I don't hear back from anyone about this. I want this matter addressed immediately as it has been ongoing for almost 6 months.Desired Settlement: Ntelos needs to release me from the $445.03 bill that is not accurate nor correct and goes against the agreement that was made between myself and Ntelos. Ntelos refunds me the full deposits of $400.00 in full to me and does not apply it to any amounts they deem outstanding. Ntelos issues me a letter of Satisfaction when this issue is resolved stating that I did not breach the contract and the billing errors are their own and not due to negligence on my behalf.

Review: nTelos Wireless tried billing us an overage fee, for 2GB when we did not go over that limit. We use THEIR app to check our usage DAILY, and we NEVER saw an overage for the month of November. Upon speaking to someone, they said "We will not help you, because we gave you a credit before". This is true, this is the 1GB overage that we were AWARE of, that we didn't mean to do(connected devices downloaded updates). As far as this 2GB overage, we were not aware of, and do not believe this overage happened. Just another way for them to take money from you. We are NOT paying the fees, and they can refund it, or cancel our service and lose a customer.Desired Settlement: A full refund of the overage charges that we are not willing or going to pay. We are NOT paying the fees, and they can refund it, or cancel our service and lose a customer.

Business

Response:

I spoke with the customer today, and agreed to credit 1 $15.00 data bump up. Customer agreed to this as well.

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.

Still, this company is trying to blame the problem on me, and "met me halfway" and refunded one of the overage fees. I'm not entirely too happy with this resolution.

Regards,

Review: 1 year and three months ago I went to an Ntelos store at the [redacted] in [redacted] WV to purchase new phones. I was told I needed to sign a two year agreement to get the best deal possible. I told the salesperson I had no problem with this as long as I am sold a phone that will last the two years I am agreeing to. He showed me a Samsung Galaxy S2 and told me it would last well past my 2 year agreement term. So I agreed to the deal and signed up for two lines and two Samsung Galaxy S2's. (I was soon so happy with the customer service and phone coverage that I later returned and added a third line and purchased a third phone.)

Last December both of the original S2's began freezing up and turning themselves off more frequently. I took them back to the Ntelos store I purchased them from and they reset them and called about getting me an "early upgrade" to a new phone because of the issues. They where told I did not qualify for the upgrade. I was told to keep resetting my phones if they malfunctioned again. They continued to freeze and turn themselves off periodically until just a few weeks ago when they started to do this every day sometimes more than once a day. So I went back to the store I purchased the phones from to try getting it fixed or replaced again. They called once more about simply getting the phone replaced and was told again that was not an option. I was then put on the phone and told by the operator I needed to run some tests over the phones with her. It was busy and loud in the [redacted] so I asked if I could call back at a later time. I called back and we ran one of the phones through a master reset. I was told if the phone malfunctioned again after this reset I needed to call back.

The phone turned itself off that night. I called back to tell them as instructed and they told me there was nothing else they could do over the phone and I needed to return the phones to the store to be inspected in person. So I go back to the same store I have been going to since I purchased the phones and tell them I was there to have the phone inspected as instructed. The employee then tells me there is a larger second Ntelos store in the [redacted] that took care of these issues. I go to this second Ntelos store and explain everything that has happened. The employees there where great, friendly and eager to help. They confirmed the phones where indeed in need of replacement and explained that the new software updates are for the S5's and they sometimes cause the older S models to malfunction. They began the process to swap me out with new phones but stopped and told me my phones are two months out of warranty and their computer will not let them proceed with the swap. I asked what could be done about this since I have been trying to get the phones fixed or replaced well before the warranty had expired. They told me I would have to call Ntelos back and explain the situation and someone "above them" would have to help me.

So I call Ntelos back today and explain what had happened at the store. I was then told that since the original store had not "taken good notes" back in January that I was simply out of warranty and they would not make good on the original salesmans promise because he worked at an "authorized dealer Ntelos store" and not a "Corporate Ntelos store". When I asked how customers are supposed to know the difference and how any of that mattered the person just repeated the authorized vs corporate nonsense to me. I then explained if I had no working phones then I had no need for phone service either. So I was escalated to an operator who told me they would give me two used "B stock" phones but I had to pay $100 each for them because I was out of warranty. I again explained that the issues with my phone have been occurring before the warranty ended and I had been trying to get them fixed before the warranty ended. I also told the operator I felt that I should be given two new phones at no charge just as the the store was prepared to do for me before their computer stopped them. The operator told me again that the original store had not taken good enough notes and I was simply out of warranty because of this. I asked how any of this was my fault and why am I being forced to pay out $200 because Ntelos employees had taken bad notes. Instead of an answer I was talked down to and given a lecture about how I should have called Ntelos rather than going to the stores in person. I have a different approach I like to talk to people in person sometimes, its a rare but still practiced form of communication these days.

I told the operator to go ahead and send the replacements. I use my phones for work and while all this has been getting dragged out one of the phones completely died. So I need a replacement ASAP before any of this begins interfering with my work as well.Desired Settlement: I feel that I am rightfully owed two new working phones at absolutely no charge since both phones I purchased from Ntelos have malfunctioned before their warranty was up and I tried to remedy this well before the warranty was up as well.

Business

Response:

Issued one time courtesy credit for insurance replacement fees of $214.00 that was billed to customer account.

Consumer

Response:

I accept the credit to my account. However after reading various other complaints against this company I hope this really is the only time they need to give me a "one time courtesy credit" as they called it.

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 tried out the nTelos wireless service for several days at the beginning of October 2013. While voice service from my home was acceptable, I could not receive usable data service at home. On October 7, 2013, I cancelled the contract and returned the equipment, paying a $35 re-stocking fee. The contract included a 14 day coverage satisfaction guarantee, which would cancel out a $350 early termination fee. I cancelled the contract and returned the equipment well within the 14 day period.

Since October I have received several bills from nTelos, and each time I have called them to clear the matter up. They have eliminated all the charges except for the $350 early termination fee. The last bill I received for that amount was on December 7. I called them the same day, and a supervisor agreed the charge was mistaken and that he would to seek to clear it out and then call me back within a few days. I never received a call back from him. On December 14, I received a letter from nTelos threatening to turn my account over to a collection agency if they did not receive payment within ten days. I called nTelos the same day, and this time no supervisor was available, and they would not be able to look into the matter until early this week, starting Monday, the 16th. I wrote them an email stating that I expect someone to call me back or respond to my email Monday morning.

Considering their relations with me thus far, I feel this step of lodging a complaint with the Revdex.com is necessary to get action from them on clearing out the mistaken $350 charge. I will also look into filing a complaint with the Federal Communications Commission.Desired Settlement: I want nTelos to clear out the mistaken $350 charge within the ten days they are giving me in the threatening letter I received from them on December 14, 2013, and I want them to inform me with another letter that they have cleared out the charge. In the meantime, I want a call or email from nTelos confirming that they are indeed doing just that.

Business

Response:

Early termination fee of $350 has been removed from account. Account is at a zero balance. Credit was issued on 12/17/13.

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.

Regards,

Review: I recently cancelled my service with nTelos because I moved out of state and had activation issues. I ported my number to [redacted] at the end of July, 2014 and activated my service with them, de-activating my service with nTelos. I was billed for the the end of July through August 25th by nTelos, and paid this bill since I assumed it was automatically generated and wanted to ensure I didn't have a late payment on my credit. I also assumed that they would refund me this amount on the final bill which included my early termination fees. After I received the full bill for the early termination fees without the refund I expected, I called their customer service. They were helpful and explained to me that they couldn't refund me that money. I also spoke to a supervisor who emphasized that the service was available, I just chose not to use it.

I feel that this explanation is only an attempt at rationalizing a very unethical collection practice. I paid for an entire month of service, in good faith assuming they would refund that payment since my number was ported out and the service de-activated. This is beyond a poor business practice, it is wrong. A business should not expect payment for services they clearly haven't provided, and they shouldn't hide behind the guise of "making it available" when it is no longer required. Had I re-activated my service I would've gladly paid for it, but I didn't. The fact that it was available does not mean it was provided or wanted, and therefore they should not receive payment for it.

Thank you for your attention.Desired Settlement: I want my second to last bill properly prorated for the month I didn't receive service.

Business

Response:

Applied credit of $145.00 to account for rate plan. Customer still owes early termination fee when he contacted NTELOS to get information for porting rep explained that handset would need to be returned in order to not be billed early termination fees. Customer said he was not returning handset because [redacted] was paying early termination fees.

Review: Ntelos is charging me for 5 Smart Phones for Nationwide coverage and service. I moved to [redacted], FL from [redacted], VA and here - my smart phones do not work. They do not pull data, work with the GPS, interact with the internet, and all the full functions I pay monthly for. Nor do they get enough 'bars' to answer the phone inside my house or anywhere in my neighborhood at all ([redacted].. The operator at Ntelos told me I had to "roam" to use my phone, and even then would have to drive 2 miles toward a tower... That is not a safe resolution for an emergency where we'd have to find coverage to call for help - me or my kids...

NTelos can no longer supply the services agreed to in the contract, and therefore the contract should be void. I am paying, as it were, for a service they cannot provide. This is far from the Nationwide service and coverage promised by their sales agents.

I have called multiple times for troubleshooting and resolution. The last email was to make my employer pay to cancel the contract.

As a disabled vet who was unemployed for 6 months, it was hard enough to find work - the greed of Ntelos, who cannot uphold their end of the contract but want me to pay to end it, is unethical - and frankly unbelievable.Desired Settlement: Cancel the contract without the penalty fees they demand and let us move on to a company with actual Nationwide coverage.

Business

Response:

NTELOS will waive Early Termination Fees with return of equipment that passes physical/liquid damage inspection. NTELOS customer loyalty has reached out to customer and left message for him regarding the offer we will also provide shipping for return of the handsets.

Review: My wife and I went to nTelos in [redacted]), in October 2013. At the time we had wireless service with [redacted], but we were relocating to ** so we had to switch carriers as [redacted] doesn't service **. We inquired about when nTelos would have 4G or LTE service in [redacted]. The nTelos representative in the store told us that it is supposed to be there by the end of 2013, but it would definitely be there by the end of Q1 2014. Based on this information we chose to sign a contract with nTelos. To this day there is still no 4G or LTE coverage in [redacted]. I have contacted nTelos multiple times, both in store and using 611, and I've been told that the representative shouldn't have told us when LTE would be in [redacted] because the company doesn't release that information before the service is actually turned on. I inquired about being released from the contract due to the fact that we only signed the contract because we were told LTE would be in [redacted] within 6 months, but they said that I could only be released from the contract after paying the early termination fee for each line. Had the representative been truthful with us we would have signed with a different company who already offered 4G or LTE since we already had 4G with [redacted].Desired Settlement: I want nTelos to release us from our contract and waive the early termination fee.

Business

Response:

Spoke with the customer today. I agreed to waive his early termination fees since he close to the end of his contract as long as both phones are returned to the store with no LD/PD.

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 WENT TO THE NTELOS CORPORATE STORE ON [redacted] AVE TO EXCHANGE A IPHONE 6 WITHIN THE 14 DAYS POLICY I WAS HELPED BY [redacted] IN THE EXCHANGE HE PROCEEDED WITH THE RETURN I STARTED TO GET A HTC ONE BUT I WANTED A SAMSUNG GALAXY S5,HE SAID I DO NOT THINK YOU CAN GET ONE WITH THIS EXCHANGE AND HE BEGAN TO PROCESS THE EXCHANGE AND THEN HE SAID SLIDE YOUR DEBIT CARD AND I DID FOR THE AMOUNT OF $40 AND THEN [redacted] SAID WAIT A MINUTE I THINK YOU CAN GET THE GALAXY S5 AND HE PROCEEDED WITH THE TRANSACTION AND THEN CHARGED $54.24 TO MY ACCOUNT AND THEN I ASK [redacted] ABOUT THE $40.00 WOULD IT BE RETURED TO MY DEBIT CARD AND HE SAID THAT IT WOULD IN A COUPLE OF DAYS.I WAITED A COUPLE OF DAYS AND IT WAS NOT RETURNED TO MY ACCOUNT,I WENT BACK TO THE [redacted] AVE STORE TO SEE WHY THEY HAD NO ANSWER AND COULD NOT FIGURE IT OUT WERE MY MONEY HAD WENT AND WHAT I WAS CHARGED IT FOR.I THEN CALLED AND TALKED TO A [redacted] AT THE HEADQUARTERS AND HE SAID TO EMAIL HIM A COPY OF MY DEBIT RECIEPT AND I DID,COUPLE DAYS LATER HE CALLS ME AND INFORMS ME THAT THEY DO NOT READ EMAILS SO I WOULD HAVE TO FAX IT TO HIM.Desired Settlement: I WANT MY FORTY DOLLARS BACK AND MY CONTRACT CANCELED WITH NO EARLY TERMINATION FEES ATTACHED TO IT AND I WANT THE RESTOCKING FEE OF FIFTY DOLLARS BACK ALSO

Business

Response:

Refunding customer $40 misapplied payment via check. Customer had a 14 day return period if he wasnt happy with service not waiving early termination fee or restocking fee if he chooses to cancel service.

Review: I entered into a contract with Ntelos in June of 1012 with 2 smartphones and 2 lines of service. I was told that I should have no problems with the service in my area. I have always had issues with getting 3G at my home and service has been intermittently bad throughout this contract. During the first year of the contract, I contacted Ntelos many times regarding my phone, a Samsung Galaxy Showcase. It gave me constant problems and I called often asking them to offer me assistance with my phone. They told me to go into a store and have my phone checked. I did that several times with no results. I feel that the phone they sold me was not a new phone and that was the reason for my problems. In April of 2013, they finally replaced my phone with a Samsung Galaxy S2 which supposedly had the newer operating system. It does not. The features of that phone work well most of the time but as of the last several months, the reception has gotten terrible. I have almost no service at home and have issues with service everywhere. I have no 3G in most places. I drop calls constantly. I called several times and asked about being released from my contract because of the poor service. Their response was to allow me to pay 1/2 of the early termination fee and return the phones. They sited my usage as a reason for their poor attempt at customer service for this problem. My usage is in areas other than my home. I have to use my phone wherever I happen to have a signal which is usually at work. I pay a significant amount of money each month for my phone service and feel that since it is no longer dependable, they should be willing to end my contract without fees. I have my phones as a means of keeping in touch with my child and it is imperative that my service is dependable. I am a single mom on a budget and simply cannot continue paying money for a service that I do not have.Desired Settlement: I would like to be released from the contract with no early termination fees. I am willing to return the handsets which are not damaged and are in working order.

Business

Response:

06/05/13 11:08:42 [redacted]. >> CLT customer called to see if we can waive etr in full customer I s in second term and no tt placed into about service issues till last couple month customer usage is over 2000 min and 15g per mon th highusage explained these facts to customer and advised that f half with return of equipment is only offer custmoer advised we + 06/04/13 19:21:13 [redacted]. > clt- cci wanting to be let out of contract due to dropped calls a nd poor coverage at home. cust is still using about 3000 mins a m onth on the 2lines and coverage is partner with no data coverage agreed that with return of the equipment in good working conditio n then can discount etr to 175 per line. cust wanting full etr's Will agree to offer made by CUSTOMER LOYATLY that customer can return equipment and have 1/2 of ETR waived which would make it $175 per line. Handsets must pass physical and liquid damage inspection.

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. Intelos Offer: Will agree to offer made by CUSTOMER LOYATLY that customer can return equipment and have 1/2 of ETR waived which would make it $175 per line. Handsets must pass physical and liquid damage inspection. I am rejecting the above offer because it does not help with the problems as described in my complaint. I do have usage on the lines but that is only because I use my phones whenever and wherever service is available. I do not have service at my home and do not have 3G there. My calls are constantly dropped and on one of my calls to Intelos customer service I was told that their technical expert said that I should not have been sold service because of the area I live in. Intelos service seems to deteriorate more as the months go on. I simply want to be released from my contract without early termination fees and will gladly return the equipment which is in working order with no damage. Regards,[redacted]

Review: I switched to Ntelos Wireless on June 12. I moved five lines from [redacted] to Ntelos. I was not advised that there would be a $39 activation fee per line and the contract does not provide this cost separately, they add it in as the cost to expect on your first bill. They do not cover this cost at all when going over the contract. I was also advised that they would send a prepaid Visa to cover $175 towards early termination fee per line but I now learn that they credit this amount towards the Ntelos bill so it can not be applied towards my final [redacted] bill. The store manager agreed to credit two of the activation fees but no credit has been applied to my bill.Desired Settlement: I would like the activation fees waived and the early termination fee coverage ($175 per line x 3 lines) covered on a prepaid Visa as promised.

Business

Response:

I spoke with this customer. I advised that I would credit two (2) Activation Fees solely and a courtesy, and she advised that she will email me a copy of her final bill from her previous carrier and I will issue her a check for that proper amount solely as a courtesy, as we generally place that credit on the customers account with us. She agreed with the above. I request this 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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been a customer of Ntelos for 7 years. I went to this [redacted] store to pay my bill and they were shut down. Everything gone!!! No customers new what was going on! After two months we finally hear through a small piece in the newspaper that they were leaving the eastern seaboard. They left their customers out in the cold and we are still having to pay for our contracts. My service is awful, and [redacted] has bought all of Ntelos towers. I drop calls, can't hear. They are holding us to our contracts, when they are no longer in business here in the Tidewater area. So, in order for me to get another phone, I have to keep paying on a contract that I can't use the phones, because the service is awful, or pay 350 to get out of the contracts. When they never told their customers they were going out of business here. They should let us out of them.Desired Settlement: Other (requires explanation)

I want out of my contract with them at NO Charge. Plus I have to buy new phones, I can't use Ntelos phones any where.

Business

Response:

I spoke with the customer today and she advised that she only 1 of the 2 phones. I advised that if she would return that phone to a Corp Retail Store with no signs of Liquid or Physical damage, then I would waive the early termination fees for both line. She accepted.

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: Researching online found a phone and plan.

Free activation, 0 down, 0 deposit after the website ran my credit.

$67 a month was going to be my bill.

Went to store after my browser crashed on their website.

The sales rep said that I could call and have the web deal honored.

Yet after they charge me $30 in the store, which wouldn't have been charged online.

I get another charge for activation, which was supposed to be "waived".

So after I complain it will be $50 to cancel, so they give me a $20 credit.

I'm still out $50 in fees from the store vs the web deal.

It's not my fault the guy said if I call in the web deal should be honored.Desired Settlement: Either cancel and redo a web deal without penalty or fees.

or Refund an additional $50 to the current account.

Business

Response:

After reviewing this customers account, it appears that we worked with the customer by issuing her $20.00 in credit to assist with her fees that she was charged. No further compensation would be able to be offered at this time.

Review: I ordered two Iphones online and I only received one phone. I contacted Ntelos and they did an investigation with [redacted] and they are not willing to replace the phone that I never received nor will they give me a refund. I believe that they forgot to place it in the box at the warehouse. I received one box with one phone and I guess both phones were suppose to be in there. They are able to see that the phone has not been activated and yet they don't want to admit their mistake. I'm very unhappy about this situation.Desired Settlement: I would like a refund for the missing phone and a refund on the services for this phone. I'm being charged for a phone that I don't have.

Business

Response:

Our Customer Loyalty Manager [redacted] spoke with this customer today and here is the resolution that the customer accepted. We will ship her another iPhone 5S and upgraded her from a 16GB to a 32GB, and she also credited her first month bill for her. The customer was happy with our resolution. 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.

Regards,