NTelos Inc

The balance owed on this account has been cleared.

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

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,
[redacted]

I tried three times to switch my Ntelos account to Sprint with no luck. You cannot even get a number to call them directly in your area. It goes to operator and she takes your complaint, etc.. I was told someone would call me about concerns. NO call so I go to the local Sprint office. I waited 15 minutes. I was on my lunch hour so as I am waiting I talk to customers who had switched to Sprint and had nothing but nightmares and problems. Since I had no contract I decided to go see Verizon had to offer. I was and out of their office in 30 minutes with a upgraded phone, unlimited service, etc.. Verizon even called to cancel my service with Ntelos/Sprint. The issue I have is I cancelled 4/05/17. My bill runs 4/02 - 5/01. They refuse to pro rate. I will definitely not be referring anyone. Problem business. I will let everyone on Facebook to be use to cancel near the end of your billing cycle. Thieves to take my money for service I have not used. I will be paying the very last day due.

Review: I was a loyal customer of Ntelos for 18 years dating back to when it was Primeco. Ntelos suspended their East Coast service as of November 13, 2015. I was contacted via letters and text messages advising me I needed to switch to another service provider or I would no longer have service and would be unable to keep my same phone number I have had for 18 years. So on November 1, 2015 I switched to [redacted] I subsequently received a bill from them for $99.18. I assumed it was an error so disregarded the bill. I subsequently received correspondence from a collection agency advising me that my account had been turned over to collections for non payment. When I contacted the collection agency and asked what I was being charged for I was initially told it was for service in the month on November. I told the collection agency that I switched my service on November 1, 2015 so did not believe I could owe for November. Their records showed I didn't switch until November 4, 2015 which is not correct but I wasn't going to argue over a few days and offered to pay them the pro rata share of using the phone for 4 days so we could resolve the issues. They were unwilling to do this. I then asked them to provide proof of what Ntelos was claiming I owed them. They sent me a copy of a bill from Ntelos in March which clearly showed they were trying to charge me for October 2015 and all of those charges for October were paid in full on October 31, 2015. I sent the collection agency a letter advising them I would again be happy to pay them for the 4 days of use, even though I switched my service on November 1, 2015, in the interest of resolving the matter and sent them a check for the 4 days of use. The collection agency then called my place of business today advising me that I still owed the $99.18. I again asked what I was being charged for and they are now claiming that it is a disconnect fee for not switching my service to [redacted]. I don't see how they can go out of business and then send me to collections? This is not fair. In order to keep this off of my credit report and in the interest of having the collection agency not bother me at my place of business I was able to negotiate a reduced settlement of $50.00 which I paid today. I don't believe I should have paid anything and would like to report this unfair practice.Desired Settlement: I want the $50.00 I paid the collection agency refunded to me. I was a loyal customer of Ntelos for 18 years. I am not the one who wanted to leave their service and I don't believe it is fair, nor legal, that they attempt to charge me a disconnect fee and penalize me for not choosing [redacted]. I have read the complaints and obviously I am not the only one who was charged this fee. This is an unfair practice and needs to be stopped.

Business

Response:

After reviewing the complaint for Ms. [redacted], I find the charges to be valid. The notes on her account show that she did request on November 1, 2015 for her number to be ported to another phone carrier. The final bill that she is referring to shows the charges are from 10/5/15-11/4/15. The contracts that our customers sign clearly state, that when you cancel your account with us, that you ARE responsible to pay through the end of the bill cycle that you are currently in. So her final bill amount of $99.18 is a valid charge, since she used our service from 10/5/15-11/1/15. As a courtesy to the customer I will be happy to reduce the final amount owed by crediting the last four (4) days of service which would be from 11/1/15-11/4/15. So that would make her final balance due now $85.98. That would be charges from 10/5/15-10/31/15. No further credit would be due on this account. I request this case to 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.I did not terminate my clntract wirh them. They terminated the contarct with me when they went out of business. I paid my bill in full for the month of October. I switched my service on Novemenr 1 and they are saying it wasnt swiitxhed til November 4 so if I owe anything at all it would be for the 4 days ehich I offered to pay them for and sent a check to the collextion agency for the 4 days. I should not be charged for a whole month. It is unfair to say I terminated the contract when they are the ones who terminated our contract by going out of business. And if I would have switched to [redacted] there would have been no charge. They cant tell me who to switch too when they terminated our contract.

Regards,

Review: I have been with Ntelos for about 18 months. I enjoyed the great service provided the [redacted] area up until the June 15th change over to slower speeds. Ntelos is leaving the [redacted] area all together. Netlos has consistently informed me I HAVE to stay with them until Sept 30/Oct1 or incur ETFs of 350$ per line. I don't think this is fair or really even legal at this point. Even if I stayed another month I would not owe anywhere near that amount. Netelos has told me I can switch to [redacted] without incurring ETFs however this is unacceptable to me since [redacted] would not be my carrier of choice. If I wanted to go to [redacted] I could have done this before I went to Ntelos. In our opinion, Ntelos has broken the original contract with the lack of service provided after June 15,2015 to the [redacted] area. I signed on for one level of implied service and that service has diminished in the past few months considerably and consistently.Desired Settlement: Drop the required ETFs and allow us to port and switch, in a timely manner, to a carrier of our choice, not netlos, NOW. Willing to pay for service up to the point of switching/porting, not passed that date.

Business

Response:

Spoke with customer, advised him that he is out of contract on all 3 lines and free to port out numbers or cancel whenever he would like with no termination fees. Also advised customer he is billed through the end of the current cycle that he is in when he ports/cancels.

Review: As a current Ntelos customer, I went to the Ntelos website to check out new plans and prices. After signing in to my account and choosing the option to update plans and phone, I chose the plan that allowed for purchasing phone upfront (2 yr commitment plan) and pay for an unlimited text and phone plan monthly.

Having a question I called Ntelos. As we started the process of renewing the contract I was informed that as a current customer I was not eligible to sign up for the two-year contract and therefore not eligible for the discount price on the phone. A difference 99.99 VS 559.99. I also needed to order 2 phones

After pointing out that nowhere online did it mention my lack of eligibility and the online site offered it as a choice I was told that the site is incorrect and has been that way for over a month.

They would not stand by their online site, the only place to check their prices. This appears to be a bait and switch.

Been a customer since the company opened...sad outcomeDesired Settlement: Ntelos should honor phone prices quoted on the site and charge my account to reflect those prices.

Business

Response:

We waived the Device Provisioning Fee for this customer and he was happy with that.

Review: In February of 2013, I opened a business account with nTelos at the 2704 W. Main Street location. My husband and I both purchased iPhones and also a MiFi system for internet. I am a home-based business and was excited about the savings I would be receiving from nTelos with their unlimited internet plan. However, my excitement slowly turned into frustration.

At the point of purchase, my sales rep told me that she was at my neighbor's house and they had great service there. Thus, she assured me that I too, would have good coverage. Very shortly after signing with them, my internet service starting to slowly diminish and became very sporadic. I made multiple calls to tech support explaining to them that I would have to turn my internet device off almost every 5-10 minutes and restart my computer for the internet to work properly. This was becoming very discouraging, as I was losing billable hours trying to stay connected to the internet. I explained to them that I was frustrated because what would normally take me 5 minutes to complete, was ending up taking 3-4 times the normal time. I actually ended up having to work lots of late hours to make up for the lost production during normal business hours. I was offered no explanation or a way to remedy the situation either.

I continued to make calls to tech support to try and help with my predicament. It was pointed out to me by one gentleman in tech support a few months later that my physical location wasn't even in a service area. I was completely shocked and asked to get out of my contract because I felt that I was misled by my sales rep. I had called her and emailed multiple times asking for an explanation and never had my inquiries returned. He then directed me to someone in customer relations but I got the runaround there as well. I was promised that I would get my phone calls returned, but that never happened. I had to continuously call to try and speak with someone. Meanwhile, my cell service was deteriorating as well. I was actually on a call into customer service one day and my phone kept dropping the call. I tried to explain to them that was a perfect case in point of my poor service. Still no help or resolution. I was however, able to gain the assistance of one person in support who offered me the option of a discounted termination fee; waiving the $175 termination fee of my MiWi device and also $525 off my phones. So I would only need to pay $175 termination fee and surrender my phones.

On 7/21/14, I couldn't take the poor service any longer after being on vacation for a week and having no reception, so I switched to [redacted] I contacted nTelos to make good on their offer of the discounted termination fee and kept getting the runaround. After a lengthy conversation with someone in support I was promised a phone call back from management and assistance in resolving my matter. However, I never received a phone call or any correspondence regarding this until I received a bill yesterday (8/13/14) in the mail for my full termination fees of $175 (MiFi) and $700 for the cell phones. Shocked and disappointed!Desired Settlement: I feel that I have not been given the customer relations or internet/cell service promised, so I would like to have all early termination fees expunged from my account. I also do not want to return any equipment, as I will discard of them properly.

Business

Response:

Customer had a 14 day return period where she could have returned all devices without penalty if service was not working to her standards. If customer wants to have early termination fees will she will need to return all of the equipment. Handsets must pass physical and liquid damage inspection which means no cracked displays or scratches on phones or water damage. If customer wants to keep handsets then bill will remain as is. Customer has until September 5th to return devices.

Consumer

Response:

I apologize for the delay in responding as my husband was hospitalized. I am unclear in an excerpt from the message from the business, as copied below.

"...If customer wants to have early termination fees will she will need to return all of the equipment."

Can someone please clarify that all termination fees will be waived upon the return of equipment? In addition, I was told that a return box would be shipped to me. Can the manner by which I'm to return the equipment please be explained better. I did purchase the phones, so will I receive a reimbursement of that as well in exchange for the equipment return?

The nature of this complaint is more customer service oriented. I understand the 14 day return policy as mentioned in the response from the business, but I had not received any help in trying to resolve my previous service issues. All I wanted was for someone to offer assistance in making my service better and the courtesy of returning my phone calls and emails by my rep and management.

Regards,

Business

Response:

Customer received equipment at a greatly reduced price with the promise of a 2yr commitment, customer ported number to [redacted] not fufilling the contract terms so in order to have ETR'S waived customer will need to return the handsets to NTELOS. No credits will be issued towards the purchase price as we are waiving full ETR as long as handsets pass physical/liquid damage inspection. NTELOS cannot contact a customer during the porting process because that is a mandate by the FCC, so customer can either return handsets to a retail location or we can arrange pick up of equipment customer can notify Revdex.com of how they would like the return to be processed by drop off or NTELOS sending call tags for equipment return.

Consumer

Response:

Thank you for the email. I will return the equipment to a store in Staunton. Thank you very much.

Regards,

Review: Shortly after being stationed at Fort Eustis, VA I entered into a 2 year contract (January 2013) with Ntelos cellular company. I told the sales rep I would be moving back to SC in the near future and the Sales Rep ensured me that I would not have any cell problems after I leave VA (he showed me the Ntelos coverage map). I would rate the overall service C- for the 1 year and 8 months while in VA due number of drop calls, slow speed, missed calls, and not being able to access the internet with the phone (Iphone 5) while I was at work. I moved back to [redacted], SC July 2014 on military orders and the problems with the service doubled. People called me and my phone did not ring, the call log did not show the calls, and mostly only being able to access data on Wi-Fi only. I called customer service and explained my issues and she simply told me that they have poor service in that area. She also said if I cancel service I will be charged $350 cancellation fee, even if I'm not getting proper service. I pay monthly for cellular service that's barely working. I finally missed an very important call from my daughter's school and I had to just call and cancel my Ntelos service. I'm very displeased I had to pay the cancellation fee and feel if Ntelos can not provide the service they promise, they shouldn't advertise it and should be held responsible. I feel other people should be aware of the activities of this business and their failure to provide customer service to a military serviceman and others.

Product_Or_Service: 2 year cellular contract

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of my cancellation fee of $350 or at less a large reduction of the fee because they promised service in the [redacted], SC area and failed to do so.

Business

Response:

Will waive early termination charge with return of equipment that passes physical/liquid damage inspection customer can return equipment to NTELOS ATT: [redacted] . If customer no longer has equipment or does not want to return will reduce ETR to $175 customer has until 9/5/14 to respond to offer.

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: We bought two Ntelos Iphone 4 with full data coverage plans in May of 2012. We were promised nationwide coverage. We moved to the mountains in August and our phones could not receive or send pictures. We then stopped being able to both receive and text. The dots on the coverage map showed service there prior to moving. We called to complain about only being able to have phone service with some dropped calls and no data exchange. Also, our phone calls would get dropped sometimes and had one bar of service. The first few times I called, I was told there would not be any release from our contract despite the broken promise of nationwide coverage. They also said we would still have to pay the full data plan each month out here even though we could not utilize the data services. After calling a third time, a manager offered me only a $10 reduction on our bill due to the non-data exchange if we kept our phones and continued to pay each month for both lines. I considered this "offer" for a month, but then realized we could sell our pristine phones (we still had the boxes and equipment) and get the money to pay off our balance and contract. I called Ntelos to tell them my plan, but I spoke with a customer loyalty lady (whose name I remember) representative who said if I mailed the phones, then I would have no remaining balance. I was pleasantly surprised and agreed to that fair verbal promise and told her I appreciated the offer. I got the mailing address from her, boxed the phones, went to the post office, and mailed the phones back. Meanwhile, I never got a piece of mail nor an email from Ntelos saying I owed them a balance until today. Just to make sure the phones got back to Ntelos in a safe manner over a month later, *I took the initiative* to call Ntelos to see if they got the phones. A gentleman tells me at first that they did not even get the phones and they had no record of who I spoke with last time. I was very concerned. Then, he said yes, they did get the phones. Next, he told me I had a balance of $170.75. I asked him why when the representative had told me if I mailed the phones, then I would have no balance. He then proceeded to say he actually did see the lady's name who I spoke with (changed his story again) on the account but that she only made "notations' that only the early termination fee would be waived, not the entire balance. This went against what the lady had verbally told me. I could have sold my phones and then paid the balance, but I opted to send the phones and have no balance. The gentleman insisted that is what the lady had told me. So they already got both of my Iphones and now they wanted me to pay a bill months later after I make a courtesy call.This was so confusing and upsetting. This went against what the customer loyalty representative verbally agreed with me. This is not even covering the point of poor service and broken contractual promise of coverage, oday is 10/28/13. I literally got an email today from Ntelos saying my balance is $170.75 due in November. They did not even bother to send me an email about a balance going to collections. So I call them today and speak directly with a supervisor. I talk to the supervisor who insists that said female representative did not notate a full waiver, just an early termination waiver, and that I had to pay. Then they tell me today that my bill has already been sent to collections, which reflects poorly on my credit. I call collections to pay off the balance right away that I did not think was owed. I ask Ntelos why I did not even get a piece of mail. I officially changed my mailing address with the post office and have a receipt for that. They claim they got a bill sent to me returned to them. No other attempt was made by mail and no attempt via a phone call. Even today I just get a regular bill via email, no collections notice, just a due date of next month. I am shocked about the balance going to collections and immediately call today to the collections office and paid my balance in FULL. The dishonesty of coverage, the broken verbal promise, and the insensitivity of the supervisor to not believe me when I thought the calls were recorded of what the representative had told me. It is the principal of the matter and the damage to my credit that really disappoint me in this company. Why did Ntelos wait to send me an email with a regular bill and no notice of collections action? I told Ntelos today that since I was being made to pay a bill I was told I did not have to pay by one representative, that I would report them to the Revdex.com. Again, it is not about the money. It is about the principal of honesty. I just paid the full balance right away but am disappointed that the one representative got me to ship my products back, then when I call to see if they got the products they ask me to pay a bill she said I did not have to pay, and then they send said "bill" to collections without my knowledge.Desired Settlement: I do not imagine Ntelos will give a refund to me, but it would be the right thing to do. They at first tried not to even acknowledge that they received the phones nor that I spoke with the woman, and then they changed the story about what was notated on the account for credit. They said the credit was only for the early termination fee and not the entire balance. I told them I asked the former customer loyalty representative who I named by name (and I am still not naming because I am ethical) *twice* and made sure to ask: "Are you sure I have no balance owed?" I had told that female representative it was only fair what she offered, and I was happy that they were willing to take my phones in exchange for poor service and no balance owed. More importantly, I would like my credit repaired. I explained in full what happened to the collections agency I called today and paid the balance in full after calling Ntelos today as well. Ntelos could not uphold their nationwide coverage, went back on a verbal agreement, and did not given proper notice of a balance owed and sent to collections. Such "owing" should be removed from my credit report. Most importantly, I feel Ntelos should not say they offer nationwide coverage if they cannot. If they can only offer partial coverage (no data), then they should be specific about that. My account is paid in full. A refund would be the ethical thing to do if you really "record" the conversations and care about what I went through. Thank you for taking the time to read this. Sincerely, Mrs. [redacted]

Business

Response:

NO additional refunds or credits will be given to customer she received $700 in credits for early terminiation fee's and credit for usage on current billing cycle at time of cancellation. Customer had a past due balance due ($187)at time of disconnect and usage balance of $170 is valid and owed. faxing copy of 8/26/13 invoice showing all credits and payments made by customer.

Consumer

Response:

I do not understand what credits these were, but I paid my bills. I simply wanted you to own up to the miscommunication that your representative said I no longer would owe if I shipped back my Iphones. Nothing was said about getting credit for my phones in this resolution. However, I expected no less from you, and will have paid my bills. It was the principal of the matter. I could have sold my phones and accessories rather than returning them. You win, though. Who am I? Just a disappointed consumer. 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 have called and complained over 25 times since December Ntelos represenative [redacted] stated that she cannot go back further than the last 6 customer complaint calls. As early as today I spoke with Megan at the Dillwyn Call Center her extention [redacted] quote she said, "You want all of your complaints that are documented on the account." Horrible service and customer service.I am seeking to cancel BOTH phones WITHOUT any termination numerous issues with both phones. All of the complaints relate to: Unable to text, Failure to complete calls, poor quality of phone calls(unable to hear, various people, bill collectors, calling both phones looking for previous owner of the phones., dropped calls, or limited, poor or no service availability (Traveling to [redacted], KY) In addition, Ntelos has fraudently documented calls as phone lost when it was not the issue. Have not been able to use phones weeks at a time Ntelos can verify this. On the dates I have called in a complained and at times stayed on hold for over 30 minutes. 1. June 29th; May 4th; July 28th; July 28th; August 10th, August 11th. On August 11th a Customer Loyalty Manager was suppose to call back and 9 days later no call.Desired Settlement: Terminate both phones without any fee and place account at a zero balance. Account: [redacted]

Business

Response:

Customer has high usage whenever customer calls in we have issued courtesy credits, waived buyout fee so they could upgrade phones. I show that customer had no service from 11/24-12/10 was issued a credit of $122. Usage does not support complaint they only thing we can offer at this time is 2 free number changes.

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.The buyout had nothing to do with the issues of the phone. Ntelos you admit that you all had to credit my account for no service. The only resolution is that my accounts are terminated with no termination fees because there are still SERVICE issues and and NO service available in [redacted] Kentucky where I travel to on a weekly basis In addtion, Ntelos offering 2 new phones lines will not fix the service issues, failure to complete calls, dropped calls, limited poor service, NO service in Ashland Kentucky. Regards,[redacted]

Business

Response:

Reviewed account history back to March and customer has not logged any trouble tickets for issues with service. Customer is either contacting NTELOS to suspend second line on account or unsuspend service on second line, or stating she is receiving calls from numbers she does not know maybe from previous person that had number. NTELOS has issued courtesy credit for that issue and agreed to no fee number change and customer has refused offer each time. Early termination fees will not be waived customer will need to follow process of logging trouble tickets to document issues with service.

Review: I went to all the cell phone stores in NRV mall and listened to what they offered and determined that nTelos best met my needs according to what they told me they offered. I need Verizon towers in order to receive cell phone service. I was told that nTelos offered service that pulled from Sprint and Verizon towers according to what I would need. That did not happen. I went with nTelos and the phone I chose pulled from Sprint towers; therefore, I did not have reliable service. I kept this phone for 5 days. I purchased 2 phones. I went on a trip from my current residence in [redacted], VA, to Charlotte, NC, and did not have cell phone service. Text messages came in 2 to 3 days later from the day they were sent. The phone locked up. I never had computer service working ever. I called the representative who sold me the phone and her supervisor and the home office and was told there was nothing they could do. It was my problem and I had signed a contract. My only option at this point was to contact the Revdex.com. I am out $250. I had to pay the $70 restocking fee of the 2 phones. And over $80 in services for 5 days of use they said. And I had to pay the fee to get out of the contract with my previous phone company. Ntelos was supposed to get me out of the previous phone company's contract. Ntelos opted out of that when I canceled on them. To top that off, I lost my cell phone number of 10 years. They disconnected my phone number that they said they would keep in suspense for 4 days for me to put onto another phone. All around a bad deal with Ntelos.Desired Settlement: I would like full money back. I did not get one thing from nTelos that they said I would get. I lost my cell phone number and I had more headache then they were worth. I am out over $250.00.

Business

Response:

Customer did a 14-day return and was only billed for actual usage on both handsets and restocking fee final bill was $82.44 after all credits applied. No additional credit will be issued as customer utilized the 14 day return and was billed $35 restocking fee and for actual days of usage.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID 9596750[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This resolves nothing. I am out approximately $150. Intelos says that I used their service. It was a lot of hassle for absolutely nothing. I had to go back to their store and use another phone for no resolution. They claim I paid $35 for restocking fee per two different phones and I paid essentially $77 dollars for usages. Let me reiterate. I had essentially no usage. I spent many hours in gas going to the business just trying to get them to connect my phones which they said they would do and they did not. The phones did not work because they were not connected. I was told that the service would pull from Verizon and Sprint towers for my needed use and they only pulled from Sprint towers. In the area in which I live, only Verizon towers work. I was told repeatedly that the phones would pull from Verizon towers. I was told this before I signed a contract. Once I signed the contract and my phone and my hotspot for my computer use were not working, I was told that they only pulled from Sprint towers in my area. When I explaned that that was not suitable for my needs, there was no resolution. So, what use? I paid $77 for no usage. There was no connection of my hotspot for computer usage. I went out of town and there was no connection of my phones. Friends and relatives continually called me and I was out of reach. The phones did not connect. The phones did not pull from Verizon towers while I rode to South Carolina. Then, my text messaging option did not work properly either. I would receive text messages two days after they were sent. There was no point in getting them at that time. The message was too late by then. I did not keep the phones long. I kept them for no longer than 5 days. They were useless to me. Also, I lost my previous cell phone number that I used for aproximately 10 years due to Intelos telling me that they would suspend my former cell phone number (for four days) while I went to a different contractor. When I went to switch over my number to a new phone, Intelos had disconnected my phone number. I had to get a new phone number -- more hassle. That type of poor service is not acceptable. I have now gone to a local store and am now using a phone and paying $45 unlimited text messaging, unlimited phone calls, and web per month without a contract. Since the Intelos fiasco which cost me $150, I have spent a total of $90 for two months for a much better option for my one phone for service that has not failed me once. I would like a $150.00 refund for my five days of unservice. Regards,[redacted]

Business

Response:

No additional credits will be issued 14-day guideline was followed and customer was credited for days not used.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have given details in my first two submissions and this business is a fraud. They expect to lie and take adavntage of an innocent person and just be blaise about the entire situation. Is this decent or right? What resolution can we achieve? I simply want my money back. I didn't ask for more money. As I have stated before, I received nothing for my money. Nothing. And they are asking me to pay $150 for nothing. Please help resolve.Regards,[redacted]

Review: My wife called to Ntelos to see if we could be released from our contract due to our relocation for work opportunities to a region that does not have Ntelos service. She was first told that it may be possible for us to use their sister companies towers and still have service. After doing some research we learned that company doesn't have towers in that area either. My wife called again and was transferred to their "customer loyalty" department and spoke to 2 different agents both at supervisor level who stated that them not having cell service in that area was not a justifiable reason to release us from our contract. They were not helpful or unapologetic at all about the entire situation. We are now left with the issue of facing early termination fees totaling $700 or continuing to pay for service that we will not be able to use. It's obvious to tell that this company cares nothing about their customers but only in growing their profits.Desired Settlement: Release of contract

Business

Response:

I spoke with the customer today. I have offered to waive the ETR's with the return on both phones showing no physical and or liquid damage. The customer agreed to this and advised that he would return the phones to his local store within the next 2 weeks. 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: Ntelos will not let me out of my contract

Ntelos will not let me out of my contract which expires in September of 2015, They have sent me a letter stating that I will have slowere service starting in June 2015 and no service starting in November 2015, they (Ntelos) are thying to make me switch to [redacted] which has poor coverage in my area. Please help I will not be receiving the service I signed up for and they will not let me out of my contract.Desired Settlement: Be let out of my contract

Business

Response:

I spoke with the customer today and advised him that if he waits until 6/1/15 to cxl then the early termination fee would be waived. He 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.

Regards,

Review: We purchased new iphones a couple of months ago. At the time we requested a number change on one of them from [redacted]. They changed it to [redacted]. The problem occurred when they activated the new phone with the OLD number, not the new one. Well, the old number apparently is no longer available and they are saying I have to drive 60 miles round trip to get a new sim card. I have vioesnt'sion issues and am afraid to drive that far. I shouldn't have to drive that far! This is a mistake that THEY made, not me. They are the ones that should be responsible for fixing it. So I am sitting here with a phone that doesn't work and they can't or won't fix it.Desired Settlement: Either give us back old number, new phone with correct number or delete from contract with no early cancel charges and we will get one elsewhere.

Business

Response:

When a customer changes phone and or their phone number, a new SIM card is required to be placed in the phone. The store can not mail those, they have to be activated in a Corp Retail Store. I apologize for any inconvenience this may have caused.

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. They did not address complaint. This was THEIR error, they need to resolve it. If I need to take phone to local store for THEM to take it to Roanoke I will do that, or I will return phone. This was THEIR mistake.

Regards,

Business

Response:

Customer has been advised several times that she needs to visit a Corp Retail Store to get a new SIM card. She has also been offered a credit on her account for the time without a phone plus has been offered a credit on her account for gas mileage. This customer MUST visit a retail for a new SIM card. I request this case to be closed out.

Review: We have been trying to settle this with Intelos for years! We have 2 signed contracts, but ate being charged for 4 phones ! The guy that sold us the phones used the same esn# on 2 phones , he snow in prison for selling drugs out of the store! We have exclated this too the fraud department with Intelos , they tell us too call our local police! We did and was told they can't do anything! We are do over 3-4 thousand dollars for paying on phones we don't have! Intelos said they didn't know how too handle this! All we want is a credit to our bill and the fake phone taken off! This is gotten to be a hassle and we are getting a run around from the store and the main office at ntelos! We have 2 signed contracts! being charged for a total of 4 and it should be 3 ! The guy is in jail for similar issues as well as selling drugs out of the Intelos store! The Buber provided below is a cell that we have a contract on! We can't get any help at all! They even said its fraud but don't know or want too handle this mess ! We don't have the other number, we was told by another Intelos that we have the same ESN #'s on 2 phone and to file this complaint along with other helpful companies ! We have contacted the owner so many times and he will not call us back!Desired Settlement: Want ever dollar credited back to our account! We have only asked for that many times ! They say they don't know how to handle such a mess !

Business

Response:

I spoke with this customer almost 2 weeks ago and ask him to provide us with a police report and as of today we have not gotten one. I request this case be closed. Thanks

Review: I had service for 8 years with nTelos - on 6/22/14 I went to [redacted] Branch to upgrade to smartphone and renew contract for 2 years. I was paid up through 6/22/2014. The gentlemen who waited on me said the 1st bill would include a prorated amount since the next billing cycle started on 6/23/14 (next day). He gave me a handout that indicated the first month's service would be prorated from the ACTIVATION date which I understood to be 1 day. When I received my bill, nTelos billed me for a whole month of smartphone service even though I only had the new phone for 1 day prior to the next billing period. The "prorated" amount equaled $46.52. I wrote the Waynesboro to protest the bill since a "prorated" amount would be $3.58 not $46.52. I have not had the courtesy of a response from the company. Their own literature indicates the prorated amount "First Monthly Bill (prorated and in advance: Monthly charges are billed in advance. Your first monthly bill will included prorated service charges from your activation date to the end of your first billing period plus the next month's charges. Included on your first bill; 1. Prorated service charges from activation date of your wireless phone until the end of your first billing period. 2. Monthly charges for your next billing period. Ntelos bills in advance."

Had the gentleman who handled the smartphone sale and renewal told me that by renewing on the 22nd rather than the 23rd that I would be charged for a full month of smartphone service that I had not received, I would have renewed the next day. By giving misinformation, I feel I was overcharged and would like a return of the excess amount I feel I paid of $42.94.Desired Settlement: I would like a refund of 42.94 of excess charges for a month's worth of service that I was charged for when I only received service for 1 day.

Business

Response:

Applied credit of 42.94 to customer current balance of $73.38 for overcharge at time of renewal.

Consumer

Response:

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

Regards,

Review: My wife and I would be allowed to leave our contract with nTelos wireless because the cell service is awful in our area. We live across the street from nTelos wireless and we are roaming constantly. We did not know how bad the service was when we first moved here and we would like to be let out of our contract because we are paying for phones that only work sometimes.Desired Settlement: To be let out of our contract.

Business

Response:

I called and left a couple messages on the customers voicemail and never got a returned phone call. After reviewing the customer notes on their account, did not find any notes indicating that ever called in to report any issues with their phones and or service. We would need a chance to try and resolve the issue(s) before resorting to cancelling an account and releasing contract fees. I request this case be closed out.

Review: Switched to Ntelos after 8 years of [redacted] with no problems. Service is sketchy and non existent at times in areas they told me should have full service.I have talked with them several times regarding this issue.they have had me try different things to solve this matter and none have worked.I have 4 lines under contract that I cannot receive good reception on. My job as a home health nurse is dependent on being able to make and receive calls when I am out from clients and staff. I have been back and forth for months trying to resolve this and they refuse to discontinue my contract because I have not proven that I am getting bad reception. I have given them addressing of places that I cannot get service or any service and they say I should be getting full service in that area..but I am not..I should not have to pay $250 a month for service that I cannot use when I need it. I have worked with another girl for 2 weeks and she has full service in the areas that I have had nothing or 1x or ROAMING. I want out of this contract, so that I may go back to [redacted], where I am able to get excellent service in most areas.Desired Settlement: Want contract on all 4 lines discontinued without termination fee and refund of fees paid at time of contract being signed

Business

Response:

If customer will return the equipment to Ntelos without any physical or liquid damage Early Termination Fees will not be charged and the customer will be free to close the account.

Review: My husband and I just relocated to Leesville, Louisiana from Bluefield, WV. We have been with nTelos since 2007. However, since we have relocated to Louisiana our service is terrible. We get service at the residence we are staying, but it is spotty signal with complete loss of internet outside of our current residence. I have talked with nTelos multiple times about waiving early termination fees due to the fact that we signed the contract in order to receive services from nTelos, which we are not receiving 95% of the time. They refuse to waive the fees because they said relocating out of the service area is not a good reason to end our contract. My husband is a veteran from the Army, and he is currently trying to reenlist in the Army National Guard in Fort Polk, LA. We relocated for my husband to take another position in the federal bureau of prisons. NTelos said they would consider waiving the fees if we send in the military orders, but at this time we do not have orders nor is the relocation something that has to do with the military forcing us to move so ntelos views that as our choice and the early termination fees to be a penalty for us relocating with the federal government. My problem is paying for service that we aren't receiving. We cannot afford $250 early termination in addition to sending them our devices. I am tired of arguing with the representatives and brig told that there's nothing they can do, we will have to deal with it, they are sorry but moving for a job and not receiving service does not constitute terminating our contract. I have been a great customer for 7 years, and I did not want to terminate service with them. However, I don't want to not have service for the next year when we go anywhere outside of our home. I would just like for them to waive the early termination fees, but we will pay the last bill amount of $155.00.Desired Settlement: I would just like for them to waive both early termination fees and accept our last bill amount of $155.00. We would like to be able to keep our devices since we did purchase them at the beginning of the service. Why should we have to return both devices that we paid for so they can turn around and sell them for money? If they would settle with us for the last billing amount, then we would consider sending out devices back to them.

Business

Response:

Will waive early termination fees with return of equipment that passes physical/liquid damage inspection. Will send call tags to have equipment returned to NTELOS once handsets have been received and pass inspection ETR'S will be waived.

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.

Will waive early termination fees with return of equipment that passes physical/liquid damage inspection. Will send call tags to have equipment returned to NTELOS once handsets have been received and pass inspection ETR'S will be waived.

It does resolve my complaint as far as waiving the early termination fees, and I am more than willing to return the devices. However, I do not want to be responsible for any physical/liquid damage claims they may have once they receive our devices. We both have [redacted] insurance to cover our devices for any damage that may occur, and as of now our devices do not have physical or liquid damage. However, in my past experiences I have had devices sent off to be inspected and fixed, and then they claim it had water damage. I do not want to be responsible for anything once I return my devices to Ntelos. I would like to be completely done with my commitments to them. I propose that the early termination fees are waived as they have agreed to do, but I would like to have the devices inspected by a carrier near me such as [redacted], since Ntelos has a contract with [redacted] in this area. They can be inspected and assured that the devices are in good shape before we mail them to Ntelos. If that is not an option, then I would like for them to accept the devices and waive termination without the stipulation of our devices passing "inspection". The devices obviously do not have physical or liquid damage, or we would not be using them without having them replaced through our [redacted] coverage.

I do not know if these suggestions can satisfy their demands, but after the issues I've had with Ntelos I am not comfortable trusting their inspection of our devices in order to have the early termination fees waived. What if they were to receive and inspect our devices, find damage, and then refuse to waive the early termination fees? We would be without our devices and still be responsible for paying the early termination fees, even though we do not get service the majority of time in this area.

Regards,

Business

Response:

The handsets are inspected with the customer and account notated as to the condition they are not sent off for the inspection. Customer will know at time of return if they pass the inspection.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would satisfy our complaint only if the early termination fee of $250 is waived. As soon as I receive confirmation, I will overnight our devices to nTelos. We will have to obtain service with another carrier at that time, so I would like service with nTelos to be cancelled immediately so further charges do not ensue. If for whatever reason they find physical or liquid damage we will still have [redacted] insurance on the phones which will allow us to have the devices replaced if damage is found. I will wait for the business to perform the inspection, waive early termination fees, and cancel service and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

Handsets must pass physical/liquid damage inspection at time of return [redacted] will not cover handsets because the account is canceled. Early termination fee's will be waived once handsets pass 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. My initial complaint was that nTelos refused to waive early termination fees even though we do not get service once we go away from our house in Leesville. I asked that the early termination fees be waived, and I agreed to return the handsets. However, we cannot send our handsets to nTelos and wait upon inspection for the to determine whether they will waive the fees. We cannot go without our phones in case of emergency because even if he doesn't pick up signal if needed he could dial 911. I just wanted to be able to get phone service that worked down here without being penalized for moving to an area that nTelos does not have service. I've been with nTelos for seven years, and I am really appalled by the treatment of nTelos. At this time we have no other choice than to reject the offer.

Regards,