NTelos Inc

Review: I have been having an issue with degrading service for a few months now. I have spoken with Tech support and customer service with no resolution. As it turns out, I am no longer in the coverage area for Ntelos which would explain the lack in signal. While speaking with another customer service rep about possibly ending my contract due to lack of service I was informed that I would have to pay $350 per line in order to do so, although Ntelos is leaving the Eastern Virginia area and ending our contracts 9/30/15 (before my contract has ended). They also do not prorate ETF's so it is the full amount no matter your time left in the contract. I requested that I be let out of my contract without any ETF's since I had no service at home and they were terminating the contract in a few months. I was told the only way they would waive the ETF's is if I signed up with [redacted] (their partner) until the time Ntelos decides to terminate the contract. I explained that [redacted] coverage was also horrible and I felt that I was being backed into a corner. I was told there was no waiving the fee because of their offer with [redacted] and that I either sign with them, find a company to buy out my contract, or wait. We as consumers should NOT be forced into a contract on Ntelos' terms when they are breaching contracts and shutting down stores without notice. I have yet to receive written notification from them pertaining to any this. I have only been notified by reaching out to them.Desired Settlement: I would like the early termination fees waived and for my contract to be terminated. Ntelos is ending the contracts and service has degraded considerably.

Business

Response:

I spoke with the account holder today and advised her that of she returns both phones to the store with NO signs of Liquid or Physical damage, then I would waive the early termination fee for both lines. She agreed.

Consumer

Response:

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

Regards,

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 finally able to get to Ntelos today, 3/31/2015. The associate that helped me opened both phones and attempted to contact [redacted], who was settling my account, to make sure they were in acceptable condition. She was unable to contact him so told me not to wait and either she or Mr. [redacted] would contact me shortly. She showed me where the moisture indicator on the battery was partially pink. We discussed this and she agreed that that did not necessarily mean water damage. It only takes humidity to cause them to change but it still voids the warranty. I explained my phones were not under warranty anymore that they were well over a year old. She never even turned them on to see if they worked.Mr. [redacted] called me after speaking with her and informed me that he would not be waiving the ETF for the phone "with water damage" because they cannot resell it. I explained that there is no water damage on the phone itself and that there has to be a way to test for actual water damage, not just a sensitive "moisture" indicator on the battery. He informed me that he was four hours away and had no way to test the phone from there so he would rely on what the store associate said. I asked if I had purchased a new battery would there have been an issue and he said no, other than that there was no damage. I volunteered to go ahead and buy a new battery for the phone and was told that wasn't an option anymore since it was indicated on my account that a phone was damaged.Once again, as in my initial complaint, Ntelos is cancelling our contracts in September (which I still have not received written notification of) and unless we sign with their partner we will be charged ETF's if we leave earlier. There are very few stores left for service and/or issues (3 in Hampton Roads total) and according to the associate I spoke with today, they could close at anytime without prior warning. I am turning in a phone in amazing condition and because the battery has a partial pink sticker it's deemed worthless? If they're planning to resell a used phone it will be refurbished which I'm sure includes the battery. When they end our contracts they aren't asking for any equipment to be returned. I agreed to the terms Ntelos offered with full knowledge that there were no issues with physical or water damage to the phones. There is NO water damage to this phone and I expect Ntelos to stand by their agreement.Thank You,[redacted]

Business

Response:

I spoke with this customer on 3/31/15. She returned both phones to the store and the store rep found liquid damage on one of the phones, as the liquid damage in the phone had changed color. Ms. [redacted] offered to purchase another battery for the phone and the battery is not the issue. Liquid damage can effect more than just the battery and we can not resell that phone knowing this. I offered to credit the early termination fee for the phone that was not showing any physical or liquid damage. The store rep informed that she returned to store and took both phones with her, so I can not credit anything to her account at this time. When I spoke to her on 3/31/15, she advised me that she did take both phones back, but she said she would take the 1 good phone back before the end of her bill cycle date which is 4/5/15. I advised that I would credit the 1 early termination when she returns the phone that is showing no physical or liquid damage.

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.

There is no liquid damage on the phone in question. It was admitted by the store associate (as well as being common knowledge) that the battery having a partially pink sticker could simply be caused by humidity. Humidity does not mean the phone is damaged. I would think that they would be able to turn the phone on and see that it works perfectly and has no damage or at least have a better method of testing for true liquid damage other than a sticker placed there to cut costs of their phone repairs by "voiding warranties". The reason I offered to purchase a new battery is that Mr. [redacted] admitted to me that had I replaced the battery prior to turning the phone in, there would have been no issue and I would have been credited the $350 for that phone as well. The phone is in amazing condition and has never had any liquid damage therefore I expect Ntelos to stand by their agreement. They're getting a phone that can easily be resold as I'm sure they do with every phone they receive with pink on a battery.I did not return to the store and take my phones with me. I waited for quite a while for the associate to get in touch with Mr. [redacted] to make sure he would waive the fees. After a time, she told me to leave instead of waiting and to take the phones with me until she was sure this was resolved because he was the only person that could make the determination and she was not sure how long it would be. I will be returning the one phone and hopefully both before the 5th. I am hoping this issue can be resolved without any further action.

Regards,

Business

Response:

I spoke with the customer on 4/3/15. She called me and advised me that she just returned the good phone to the store. At no time during that conversation did she mention anything else about the phone that is showing Liquid damage. If she tried to file a warranty claim on that Liquid damaged phone she would not be able to as the indicator shows pink. That does not change to pink unless Liquid activates it. I am not sure why she keeps mentioning the battery, as the Liquid indicator is not located directly on the battery, it is to the side of it. We can not resell that phone with the Liquid indicator showing pink. I did credit her account with us $350.00 for the one good phone that was turned in. I will not be able to credit anything more to her account, since the one phone can not be resold with the Liquid indicator showing pink. I wish to request this complaint be closed. Thank you.

Consumer

Response:

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

If the moisture indicator was not directly on the battery than I would not have been told that had I purchased a new battery the phone would've been acceptable so clearly it IS directly on the battery and the phone itself has no issue, A moisture indicator does not mean liquid damage which is what the agreement was for. I have no warranty on my phone since I've had it for a year so the comment about a voided warranty means nothing. I was informed by Mr. [redacted] that he would not inspect the phone for actual liquid damage because he was four hours away so I still am not sure how he can tell me there is any. Do a little research and you easily find that these so-called moisture indicators mean nothing. I did not mention this problem to him again on the phone when we spoke because there is no reasoning with him. What Ntelos is doing to all of it's customers AND employees in Eastern VA is shameful and shows the deplorable customer service they are known for. I am baffled that Ntelos and Mr. [redacted] believe they are doing me, or any other customers that they "let out" of their agreement, any favors. These widespread issues have come about from their degrading service and them breaking our contracts and I STILL have not received anything in writing. If I had signed with Sprint they'd let me go and not even ask for equipment back. This is petty and ridiculous and I guarantee my complaint is not the last from this issue.

Regards,

Review: I went to Ntelos store in Wytheville, VA because of advertisement on iphone service plan. On September 1, 2014, I purchased a cell phone agreement for 1 phone # ###-###-####. On Sept. 8, I decided to get a phone for myself. ( ###-###-####). I had to change a phone number, and merge phones together with unlimited. I received a bill for $108.00 and gladly paid it. I knew this would be a little more expensive because of activation fees. The very next month, I received a bill for $343.00. I was told by the local Ntelos that my bill may be around $200.00 for the month of October, then back down to approximately $150.00 for remainder months of service for 2 phones. I went to local office to ask why bill was so high. There were 3 employees that all agreed that it wasn't right. However, they could not help me at all. I would have to call the "customer loyalty" phone number and speak to customer service representative. I called and spoke to someone for about 30 minutes. The employee told me that trying to explain my bill to me was like trying to teach French to someone that can't understand. I was offended and asked to speak to someone else. I was hung up on. I then called back and spoke to [redacted] ext. [redacted]. She explained to me that I owed $343.00. I told her this was unacceptable and even the 3 employees in the local office agreed that something was not right and mentioned that I could get out of contract by calling and complaining. I asked if she could help me with this because I was told that my bill would be "close to 200.00" for October, not 343.00. She kept me on the phone for over an hour of MY time arguing with me telling me there was nothing she could do. Then after an hour, she said she could credit my acct. for 103..00 and we would owe 240.00. This still made no since to me because I was TOLD and SOLD on the deal being "close to 200.00 for October" and then regular bills after that. I explained that we were mislead and misinformed and we had Just started the service. They said "sorry" nothing they could do to help. I am VERY unhappy and do not want anyone else to have to go through this. I have never even had an electric bill of that amount in the dead of winter. I regret signing any contract with Ntelos. I feel they are grossly negligent of misinforming customers and flat out lying.Desired Settlement: I would like to be able to cancel my contract and adjust the October bill to 200.00 as told to us.

Business

Response:

Customer bill was higher than orginal quote because of proration 9/2-11/1 and $20 number change fee, $39 activation fee foing forward his monthly bill will be around $155 a month. Customer Loyalty also gave customer $103 credit because of what customer was told at point of sale regarding the first bill being around $200 retail store should have expressed that the $200 was a estimate and it could be higher or lower depending where customer started in bill cycle, activation fee and proration. After customer received credit from loyalty bill is actually $240 closer to orginal quote and going forward bill will be $155 without insurance and taxes. The first bill received was activation of one line that is the reason cost was lower the second invoice included rate plan change and addition of second line.

Business

Response:

Early termination fee's will not be waived as NTELOS has issued a credit to adjust bill closer to what customer was quoted by retail. Reviewed rate plan and customer is at $155 a month as long as no other add ons to account like insurance.

Review: I am an individual with bilateral significant hearing loss. Each month I request help from a live representative to assist me with help paying my bill & if I use their automated and or online pay bill services I will not get additional fees. Both times even with my corrected addresses on my debit card, my debit card gets rejected and because of my hearing loss I cannot hear the automated service properly. This has been ongoing problem since March of 2013 when I first signed the contract to current about debit card issue and I'm not being to hear properly. This past billing period within 2 business days my service was shut down believing that my billed was paid, I called nTelos 3 times to make sure and on the 3rd time I got an confirmation number. They are saying that they never got payment....then I was left with another automated voicemail requesting that I pay 271.00 we'll being on a fixed income as it is, I don't have the funds. I just now got another email of my bill requesting that I pay 408. 00 by 11/12/2013 After they had already cancelled my service.Desired Settlement: My desired outcome is for nTelos to drop my current bill in the amount of 408.00 & cancel my contract altogether without any penalties reflecting on my credit report.

Business

Response:

Customer has an unpaid balance 90 days past due. Invoice of $405.48 is correct and valid as customer had usage Ms. [redacted] contacted NTELOS on 10/4/13 to make a payment on account confirming customer is aware that balance owed is valid. Bill will not be credited to a zero balance customer will need to call and set-up payment plan on balance.

Review: I switched cell phone carriers on November 29, 2013 one day after my billing invoice date with Ntelos Wireless. I did not receive an updated bill so I called in to get my balance/credit and was told that I owed $112.64 for 1 day of service. I asked if I would get a refund check back since I only had service with them for one day on my billing cycle. The lady said "no". I explained that we paid one month ahead and I should have a credit/check back because I had one day of service and paid that on November 24, 2013. I should not owe them anything...I feel like they owe me! I have not been in contract with Ntelos since October 18, 2013.Desired Settlement: I feel that I am owed a refund check. My regular bill is approximately $112.64 which was paid November 24, 2013. My billing date was November 28, 2013 and I switched carriers on November 29, 2013. I feel like I owe $3.63 and should be refunded $109.01.

Business

Response:

Customer 10/28/13 invoice was $105.23 this statement covered service from 10/28-11/27 payment customer made on 11/24/13 covered usage up through 11/27/13 which actually left 2 days on a new bill cycle. I will credit current charges of $112.64 to clear account to zero balance no refund is due customer as she only paid up through 11/27/13. Invoice of 11/28/13 would be for usage dates of 11/28-12/27.

Consumer

Response:

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

Review: I was notified that ntelos will be leaving the [redacted] area sometime this year I called them and they said not til Sept or Nov and that they are providing enough time to find new service...well I wanted to switch carriers and they said that if I do it before they end the contract I'd have to pay a cancellation fee. Or if I choose to move to move to [redacted] which runs ntelos I wouldn't have to pay but at ntelos I pay $35 [redacted] would be double the price at 70. I just signed up for a 2yr contract this past Nov in 2014 good til 2016 now if I would of known they were leaving the area I would of never signed up. I don't think its fair that they are ending the contract early and if I do it before them I'd have to pay. Please helpDesired Settlement: To let me end my contract before they do.

Business

Response:

I spoke with [redacted] on 3/2/15. I reviewed the deal that was provided to him about going to [redacted]. He declined the offer, as he said that [redacted] was double the price of what he is paying now. I provided one final offer of him turning in his phone to a Corp Retail Store with NO signs of liquid or physical damage, and then we would waive the early termination fee. He advised that he would think about it and let me know.

Review: Ntelos refused to waive ETF after we moved to California, out of the Ntelos coverage area.

My family has moved from Virginia Beach to California. Ntelos does not provide service in California, but Ntelos still insists on charging us an ETF of $700 to cancel our service. Please provide more strict oversight of this company, as they are treating their customers unfairly.Desired Settlement: We are requesting that Ntelos waive the ETF.

Business

Response:

Customer already filed a complaint with Va SCC agreed to waive early termination charges with return of equipment that passes physical/liquid damage inspection. Return address NTELOS Att[redacted]

Review: Several months ago we went into Intelos in [redacted] at [redacted]. We spoke to [redacted] who apparently was new. We only have social security. My husband is also terminal with cancer. We couldn’t afford our phone bill of $180 with [redacted] now that he is not working. [redacted] convinced us he could do the bill for $120 a month. We ended up with two droid phones and an IPad.

As soon as we got the first bill we realized [redacted] had set things up incorrectly and begin trying to reach him. We tried for three weeks. We finally asked our daughter for help. She couldn’t reach him either so we all went to the [redacted] store and spoke with a lady there. We had already tried to get her to help the day before but no luck. So when we all went in to see her we could tell she was frustrated and my daughter told her we didn’t understand why she seemed upset with us. She apologized said [redacted] had set things up in correctly and she would do what she could. We talked for probably an hour and got the phones on the same plan (we were told) and the amount of data correct based on what we had been using. She assured me it would be correct and the bill was now around $120.

So next bill comes – not fixed. My daughter started calling and asking for a regional or district manager. She is very frustrated that to date she has yet to get a call back from someone nor would anyone share their numbers. She spent weeks talking to [redacted]. Finally got with [redacted] who assured her she was getting call any day now. Then finally after weeks with no call and yet another bill that is grossly over what we agreed and can afford to pay she called and spoke to [redacted]. Who again promised her he was different and a manager would contact us. So on that Sunday with no contact to date, she reached out to [redacted] at [redacted] who again promised he would get regional person to fix this. Still no response. Even went on line to customer service who told us they would have someone contact us but nothing. Since all of this started my husband has also had a heart attack. He is not able to use the iPad and is not using his phone much either. We need to go back to beginning and correct the bill so we can begin paying the $120 a month going forward. Can someone please contact me or my daughter? She pays and handles all of our bills and checks email more often than I do. Her email is [redacted]. The names on the account are [redacted] and [redacted]. Phone number [redacted] and [redacted].Desired Settlement: Please correct bill going back to the beginning of contract to what was agreed to.

Business

Response:

I spoke with the customer today and she informed me to contact her daughter. I worked with her daughter and we both agreed on a new rate plan and to eliminate one of the lines of service. They are going to return the device that is on that line with no physical or liquid damage. I request this case be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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 put extra money on my account from ntelos and because ntelos is going out of business, I went to another company and I requested the extra money back that I had put on my account and they said policy said they cannot get it back I then stated show me policy that say this, they could not provide me with this policy and I then requested my $ 26 back that' on my account back and they would not give it back can you help me with this.

Business

Response:

Refunding $26 via refund check.

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: We opened an account with 2 lines. A few weeks later we added a 3rd line. Without us knowing, they put the 3rd line on a separate account. We received one bill for that account and it was a disconnect notice. I called customer service and they told me my account was fine and not due until the next month. They did not mention a 2nd account and I didn't know one existed so I didn't ask about it. A few days later my son's phone was disconnected. I called customer service again and they said it was disconnected for nonpayment and that is when we learned of the 2nd account. I asked for the accounts to be put together and was told it had to be current first and in bad to pay the past due and a reconnect few to get the phone turned back on. My husband called later the same day and spoke with a supervisor who agreed to turn it back on and waive the reconnect few and when it was current would merge the accounts. We also let the supervisor know that our phones hadn't been working correctly. He advised that there was a know issue with our phones when paired with Ntelos Service and didn't know if it when it would be resolved. He did say we could receive credits in the bill at that it when the issue was resolved. We chose the latter. On October 2nd Ntelos replaced our phones and credited out account and advised since the account was now current they would merge the accounts. Great! That's what we wanted. A couple of days ago we received a disconnect notice again for our son's phone. We called customer service and was told the accounts were never merged. We were basically told we were liars by a SUPERVISOR who told us out account never received any credits. We ended the call with him and called back to speak with another rep. She informed us that our account had in fact received the credits but wasn't sure why the accounts weren't merged. She agreed to credit the account again to bring my son's account current and get them merged and we could pay the account balance of $154 on the due date of the main account. I received a text from Ntelos today advising the merge would not be completed until we paid $55 and some change. We talked to [redacted] in corporate who also refused to do the merge(that we've now been told twice would be done)until we paid $55. My husband and I both are required to have phones for our jobs. If we had known the second account existed, we would have paid it. This has been the most horrible experience I have ever had with a business.Desired Settlement: We want the accounts merged (we will pay the total due on the due date of the main account) as we have been told several times would be done. I also want an apolgy from the supervisor who basically called us liars.

Business

Response:

I spoke with the Account Mgr yesterday regarding this issue. I advised him that he would need to pay $51.28 which is the past due balance before we could merge the 2 account together. He told me that he would not pay that amount until 11/10/15. I advised him at that time, we would then be able to merge the accounts.

Consumer

Response:

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

I am not satisfied with this because Ntelos should have done what they told us twice they would do. If they had done things correctly when we started the account, there would not have been a past due balance. If they had done it correctly the first time we called about it, there would not be a past due. If they had done what they assured us they would do the third time there would not be a past due. All they have done is lie to and insult us..

Regards,

Review: My nightmare began in January 2013 while I was living in West Virginia as a social worker for the state. I entered in a wireless contract for 24 months with nTelos Wireless, headquartered in western Virginia. Suddenly, on February 9, 2013, my stepfather, [redacted], passed away in North Carolina, where I am from and where my family lives. I had to move back home to take care of my mother. After moving, I learned that there were no towers or any nTelos service within a 100 mile radius of where I had to move due to a death in the immediate family. I called, called and called and begged nTelos to allow me to return the phone and cancel my contract without paying the early termination fee. I was told that was impossible since I DID have some kind of service in my area. The only service I have ever had in NC was only because nTelos Network roams on a [redacted] tower when their own tower is not available in my area. I brought this to the attention of many customer service representatives and their supervisors. My service was horrible to say the least. I could not use my phone at my parents' home, at any time ever. My service on the road anywhere near where I live was spotty and only available through roaming on a [redacted] tower. When [redacted] service was unavailable, which happens often, I have no service. I begged nTelos in December to let me out of this contract due to the horrible service I received in NC and to the fact that I had to roam to use my phone, text, email, anything. I also mentioned that if nTelos continued to carry my account like this, will they not have a very high usage problem? I was told no. Many, many times over the last 18 mths that was not a problem. Then on Monday, June 16, 2014, I received a call from [redacted] in Virginia that nTelos would be cancelling my account effective 6/26/14 due to high usage from their nTElos network. They do not have a code to unlock my phone to be used with any other provider. They would not charge me for the device or a cancellation fee. I am unemployed right now and cannot afford a new phone or new service. My father has been paying my nTElos bill automatically online for 2 mths since he knows I am stuck in my contract until Feb 2015. Since I'm unemployed, I use my cell phone for my internet to search for jobs and to network. I begged [redacted] today, June 18 at [redacted] ext [redacted], to let me keep my contract and account until Feb 2015 since I cannot get a new account and phone without a job. I need my phone to get a job. Not to mention all of the positiions I've applied for with my current contact information listed that will now be lost if I switch providers. [redacted] said she was sorry but there was nothing she could do. I believe that my contract was changed due to the costs that nTElos has incurred due to THEM forcing me to stay with their service since April 2013 through roaming on a [redacted] tower for internet and phone since they do not have a tower in my area or region of NC. I have been inconvenienced and paid for service that I did not receive for over a year. Now they are cancelling my service because of their inconvenience. This is wrong and should be reported. I gave nTelos ample opportunities to have foresight instead of hindsight, and they've chosen to be short sighted. Other customers should know how a sudden death in their family could force them to be take advantage of too.Desired Settlement: To continue my contract until February 2015 with my current account and phone number with nTelos. I suffered for over a year paying for full service when I received poor service in return with very poor customer service. nTelos owes me this for putting me through paying for something I did not receive for over a year.

Business

Response:

Customer can remain with NTELOS until end of contract in Feb 2015 or until they find a new service provider whichever comes first.

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: In October 2013 I purchased a new business phone plan under nTtelos. I was told that by December of 2013 our three phones would have 4G cellular service, and it now May and we still do not have 4G service. In addition our overall service has been unacceptable. Before purchasing the phones I made sure that I would have complete coverage in various areas including Virginia Beach, Staunton, Fredericksburg, DC, Charlottesville, Richmond and Short Pump. I knew my business would be bringing me to these areas along with others and it was extremely important to me to have coverage. Paying close to $200.00 a month and not receiving full coverage in theses areas that I was guaranteed is quite unsettling, especially when I am out on the road and I have absolutely no cell service.Desired Settlement: Release [redacted] from its contract with nTelos immediately and with no early termination fee.

Business

Response:

Customer would need to take both Iphone 5 into a retail to get handset updated to use 4g currently NTELOS only offers 4g in WBO and customer third handset Iphone 4 is not a 4g capable handset. Customer stated has issues with service in several areas however there are no trouble tickets on account to support and when customer called on 5/11/14 to report an issue in Fredericksbug said has no service anywhere was instrcuted to take handset to retail location because that was a handset issue not network. The only other location customer reported no service in was the [redacted] store in Richmond and customer hung up before a trouble ticket could be logged. I reveiwed account for the last 3 months of usage and in March customer had a total of 2533 minutes used, 1017 text messages and 2839467 data kb, April usage was 3057min, 1495 text, 5242617 data kb, May usage was 2950min, 1234 text, 4040443 data kb, thats for all three lines combined which doesnt support statement of service not working at all. Customer will need to follow process of logging trouble tickets to determine wha tissues are before requesting ETR's be waived, not enough documented issues warrant ETR waiver.

Review: Been trying to cancel our plan with ntelos because when we moved to GA from WV we lost service, not totally but where we live there are no [redacted] towers so our service is very sketchy. We have no internet unless we have WIFI, dropped calls constantly, things of that nature. They want to charge us an ungodly amount to cancel our plan with them. I understand cancelation fees but how was I supposed to know when we moved it would be to an area where my phone service would have such trouble. I pay my bill on time and have never missed a payment. I just want out without a fee!!!!Desired Settlement: Let me out of my contract without paying a cancelation fee. Ive been paying long enough for 2 phones that dont work.

Business

Response:

Will waive Early termination charges with return of equipment customer loyalty contacting customer to send call tags for equipment. Customer can cancel service without penalty with return of equipment.

Review: At the Beginning of the year, Ntelos customers, myself included, in the Richmond area were told Ntelos would not longer be out wireless provider.

As of June, we were allowed to choose a new wireless provider, which I did. This was all in response to this email and subsequent link provided from Ntelos.

As such, I switched to [redacted], including my number and asked Ntelos to turn off my service. However, Ntelos has continued to bill me since then. Despite leaving my area, removing service, they have continued to bill me since then and now (this is the only way I found out about it) Ntelos has now sent part of the balance to collections.

I am basically being billed and now my credit score is being affected by a service I haven't received in five months.Desired Settlement: Please remove my balance and derogatory credit marks.

Business

Response:

I request this case be closed out. I have called this customer twice and did not receive a response either time. Thanks

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.

No message, or call back number was left. From my perspective, no attempt was made to make contact. As before, I request my account be wiped of erroneous charges and any collection status be removed. I am being charged for services I haven't received for half the year. It is criminal, unethical and immoral to charge someone for a service they are not receiving.

Regards,

Business

Response:

I spoke to the account holder today regarding the balance due on his account of $111.67. I advised him this was a valid charge, as it is a past due balance from a few months back before he cancelled his account with us. He asked me then how can he take care of this charge, I advised with a Credit Card over the phone. He said ok, and then I asked to place him on hold. When I came back to him no one was there. I called him back and got his voicemail. I request this case to be Closed. Thanks

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 an issue with Ntelos because of their billing. I found out that Ntelos was going out of business and so I didn't not want to lose my cell service because my business (livelyhood depends on it) I went to another service. I got my new service on 01/08/2015. so the new service ported my numbers from Ntelos on the 8th of the month. I paid what I thought was my last bill since my Ntelos billing cycle- was 12/7/2014 to 01/06/2015 so I thought nothing of it. Now in February I receive another bill and I called to speak to customer service, the young lady I spoke to told me that if anything is left over it will be prorated. Well I just got a full bill plus late charges for the amount of $191.10. I called several times in order to get this bill resolved. To only have them tell me my numbers were ported out 2 days after a new billing cycle began therefore I have to pay for the entire billing cycle. How fair is that!!! So I paid $191.10 for 2 DAYS!! I wasn't even under contract anymore. They are the ones going out of business and they don't really care about customer service, I paid the bill for fear of my credit being ruined. I would have NO PROBLEM with my bill being pro-rated for the 2 days, but to have to pay for the full billing cycle when I am not even using the service is outrageous.Desired Settlement: I would like Ntelos to Pro-rate my service and refund my money. this is the ideal outcome.

Business

Response:

I called and spoke to the account holders wife this morning. I advised her that we would credit back the full amount that they paid when the ported their numbers out. I credited their phone account $191.10 and advised them that I would have accounting send them a check for that amount. She agreed with this.

Consumer

Response:

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

Regards,

Review: Cannot use Internet at my work place and at home residence numerous dropped calls. I have contacted tech support more than once and my calls drop when speaking to them. They tell me I am in a bad area. " no kidding" I have four phones with Ntelos and I wish to be let out of contract due to horrible service. I have only been a customer since November 2014 and now I have been notified they are going out of business and tell me I can switch to sprint. Sprint service isn't good at my workplace. My wife's service isn't any better. The two other phones I have are for my daughters who use the phones rarely.Desired Settlement: Would like to be released of my contract without penalties as soon as possible.

Business

Response:

I spoke with the account holder today and provided him with a solution of returning all 4 phones to his Corp Retail Store with no Liquid/Physical damage showing and I would waive the early termination fee for each line. I also provided information on how to port his numbers out to another carrier.

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: To cut down on my bills (especially my cable bill) I purchased a Novatel MiFi from nTelos in December of 2013 and had my cable disconnected. I was told by the unknowledgeable salesman that the device would cost approximately $40.00 per month. I was never told that the price would depend on the amount of usage. I was informed that I had seven days to return the device if unsatisfied. I paid $68.66 for the device.

In January of 2014, I received my nTelos bill for the device and was shocked when it reflected that $230.00 was due. I immediately phoned nTelos and was told there was nothing they could do because the seven day period had obviously expired and the device is charged on usage. If I went over the amount of the plan I purchased, I was responsible for that amount. I paid the bill and received another bill the next month for $225.00. I again phoned ntelos and complained. I was told that because of the misrepresentation of the salesperson who was in training, I could return the device and they would cancel my contract. I left the device there and continued to receive bills. I would again phone nTelos and was told that it would be taken care of. This happened several times, and I was told each time that it would be taken care of.

I purchased three phones from nTelos since that time with no problem and have those phones on contract with them. Last month, I purchased an additional phone and renewed my contract, but had to pay $355.67 for past due charges on the Novatel MiFi. The salesperson informed me that since it was so old, she couldn't give me any information, but if I wanted the phone (which I needed because mine quit working) I would have to pay the $355.67 and I could call customer service and request a refund.

I phoned customer service the next day and was told that the MiFi had been REACTIVATED in April 2014, but because I had no proof that I had returned it, I would not be entitled to a refund.

I have been a loyal nTelos customer for over ten years and I am shocked that nTelos would knowingly steal money from it's customers by misleading information.Desired Settlement: Refund in the amount of $879.33. $230 and $$225 for the two months that I paid for use, when I was told it would only cost approximately $40.00 per month; $68.66 that I paid for the device and returned which was then evidently resold and activated; and $355.67 that I had to pay in order to renew my phone contract.

Business

Response:

I spoke with the customer and explained several bills to her and advised that she broke the contract before the 2 years agreement was up and by doing so produced an early termination fee. I request 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 am not at all pleased with the response from nTelos. When I returned the device to the store, I asked if I owed anything and I was told that because of the advice that was given to me by the inexperienced salesman, I would owe nothing and they would take the device back. In speaking with the nTelos representative two weeks ago, he informed me that part of the money that I paid was for a cancellation of contract fee. This is not correct as I was told I owed NOTHING.

Business

Response:

The customer advised me that she did not have a receipt. According to the notes on her account dated 6/15/15, she advised she did not have a receipt either. We can not provide credit to an account without proper proof of payment. I request this case to be closed. Thank you

Review: We have kept this service for 20 months. The time it has worked ok but we drop calls a lot.we had called several times to trouble shoot with no resolve. Just recently in the last month my husband who is a state trooper has taken a bigger work area. We don't have service the entire area. He goes for 12-14 hours a day without any cell phone coverage. We have checked and only one carrier has service his entire work area. Also areas that have the service you drop calls continuously. We added a line in nov 2013 for my son and the sales person assured me 3 times it would not change our contract date. Now they are saying that line is extended a year date. I asked for a 4 month early termination because of my husbands job and needing coverage in his entire area. He works a dangerous job. They told me it would still cost $350 per line to terminate. I'm not happy since I have explained the situation. I also do not appreciate being lied to when we added the 3rd line. I am not going to pay the $350 per line.Desired Settlement: I just want to terminate the contract without fees. If they cannot do that then they can reimburse me every month that I have paid for service that it didn't work for my husbands job.

Business

Response:

Offered customer Early termination waiver with return of handsets. Customer wants to keep the handsets, no equipment return no early termination waiver.

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. We will return equipment as is with no additional charges for equipment.

Regards,

Review: I switched carriers in Feb 2014 to Ntelos. From the start I have had ongoing issues with the horrible service and have contacted them on numerous occasions and have asked to be let out of the contract because they continue to fail to provide an acceptable level of service. Each time I have been told NO. We have a breach here and they cannot be allowed to just [redacted] the consumer any longer. Can't send simple text. Voice mail notifications come in hours and days late and when they do come in there is NO message until a later time. I have saved many screen shots showing the failure of this company. I have high speed internet at my home and the phone service still [redacted] even when when I try to connect to my wireless connection. Been on the phone many times and they walk me through the same stupid process of resetting the phone. They only thing that does is FORCE me to key in all my passwords again. Such BULL. Please stop this run away freight train. They must not be allowed to just keep pizzing on consumers. It is a CRIME!!! I have less than 8 months remaining on this worthless contract. I am sure you have heard many complaints abut this ripoff company.Desired Settlement: Since they have been in breach since the start of this contract. I demand they waive the $350 cancellation fee so I can sign on with a REAL cell phone service provider. No other settlement will be accepted. As a small business owner myself, I would not think about treating my customers like this. I have reached my limit and pray they just go out of business so they cant keep [redacted] people. They have many prisoners stuck in contracts with a company that cannot provide fair service.

Business

Response:

I spoke with this customer today regarding the issues that he has been having with his phone. After reviewing his notes, it is notated each time that he did not want to trouble shoot the issues he was having. I advised him until we can have a chance to properly trouble shoot the issues, we would not be able to waive any early termination fees. After speaking with him, I called him back later after getting with my Director. We decided to do one of the following. 1. Waive all early termination fees if the customer returns his phone to us with no signs of liquid or physical damage, 2. He can keep the phone and we would meet him half way on the early termination fees which means he would owe $175.00. I never did get a returned phone call from the customer, so I sent this information to the email address the customer provided on his Revdex.com Complaint. As of now, still no returned phone call and no response to the email that was sent. I request this case to be closed out.

Consumer

Response:

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

I am so stunned by these people. NOT HOW TO DO BUSINESS!!! Please see attached screenshots showing the fact that they CANNOT provide service as promised in the contract. His voice mail, left on my NO telos cell phone did not even show a notification until 9 hours after he left it. But wait there's more..... Please notice the the time on each screen shot!!! They all show the message is from 0 seconds to 0 seconds. MEANING there is NOTHING to play back. It is NOW 2:01 pm. more than a full 24 hours and I still can not play his message. And this has happened numerous times. I have done the trouble shooting with several of their reps! That is how I know it resolves NOTHING. Except, having to re-enter all of my passwords again each darn time they trouble shoot. At what point will they accept responsibility for their continued failure to provide???The following is MY response to his so called options: And of course the above screenshots were also attached for him. Message shows in my sent box on ALL devices. And I can prove everything I have said here and MORE!..............................................................................⇄ Here are 4 screenshots of your VM..... I understand you left a vm yesterday. No notification of it until last night. And as you can see from the 4 different (times) I tried to play the damn thing it shows 0 seconds to 0 seconds. Thus far IT CAN NOT BE PLAYED! This is one of the many failures Ntelos provides. Consumers rely on products and services promised. Your company can not even provide a very basic element of cell PHONE Service. I am missing meetings and other important VMs and calls. You should be very embarrassed not bold.I have not asked that you refund monies for this poor service. Just to waive the cancellation fee. The phone at this point has nothing to do with anything. As far as I am concerned, you have only one option. Waive the Cancellation fee PERIOD! It is a matter of principal. With a Big Red alert on the Revdex.com web site and a rating of F, It's time for you to bring this one to a soft smart landing. It looks like the next billing cycle ends on the 15th. Since you are billing in advance I will choose a new carrier with the same [redacted] number I have had for 11 years before that date and that is it. We are done. As you know a ntelos only iphone is only worth around $100 bucks and of course someone would need to go through the hassle of selling it. Full cancellation fee waiver. It is 9:55 am nd your vm still shows 0 seconds of 0 seconds.Thanks,[redacted]..........................................................⇄ am very tired of dealing with this company. And will not accept anything less than a FULL cancellation wavier as stated in my response to him. If they continue this very stupid way of operating and screwing consumers it will be at their own Peril. They are wrong to ask that the case be closed without resolution!!!! I refuse.

Regards,

Review: We signed up for a nationwide 2 line family plan with an additional $20 nationwide roaming charge that is supposed to improve cell phone coverage by allowing the phone to use other company's cell phone towers. We live in a major city and have regular, daily coverage loss in a town that supports 4G by other cell phone companies. We have contacted them about this service issue (which has been from the beginning to some degree) but have not had any action taken to resolve the problem.Desired Settlement: I have 3 months (approximately) remaining on a 2 year contract, however there is a non pro rated fee $350 per line to terminate early. We have a 2 line family plan which means it would cost $700 to terminate now. We want our contract cancelled, and the termination fee waived

Business

Response:

No callback from message left at contact number. We have two offers for Mr. [redacted] to choose from he can return equipment and have early termination fee's waived as long as handsets pass liquid/physical damage inspection or he can convert to a FRAWG plan and we will give him 2 months free.

Consumer

Response:

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

Review: I signed up for Ntelos Wireless in March after switching from [redacted]. I was told that my contract would be bought out with [redacted]. Then I was told that they could only pay $125.00 or the $150.00 contract fee. My final bill from [redacted] was then sent to me for the price of $224.19. I took a copy of my final bill to the Ntelos company in Wytheville as told, and I was told that my account would be accredited $125.00. That was not the agreement when I signed up for Ntelos. I was told my contract would be bought out with the $125.00 and I was to pay the remaining balance. This has effected my credit because I can't afford to pay off the $224.19 bill from [redacted] and continue to pay my bill at Ntelos.Desired Settlement: I would like out of the contract with Ntelos Wireless without paying the contract fee.

Business

Response:

Early terminiation fee's will not be waived customer had a 14 day return period and received the T&C for contract buy-out that clearly states NTELOS will pay up to $125.

Consumer

Response:

I understand the 14 day trial however my account was not credited $125 not was my [redacted] contract. This is false advertisement on the company and I will ensure everyone knows this. I feel this company is not looking out for any of its customers and strive only to make quick cash while lying to the customers.Regards,[redacted]

Business

Response:

Customer received the buy out your contract credit on 4/22/13 for $125 the terms of the BYOC clearly stated credit will be applied to your NTELOS bill. Which helps customer by offsetting monhtly bill from NTELOS so that they can clear balance with old carrier. No other credits will be issued and if customer did not clearly understand the terms of the buy out your contract there was a 14-day return period and we also offer customer support from 6am-11pm to answer billing questions.

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.Have received the credit.Regards,[redacted]