NTelos Inc

Review: On August 22, 2014, I went into Ntelos at Princeton, WV and inquired about a cell phone and service in my area. I was told that they guaranteed that NTelos had service in my area. I received a LG Optimus F7 phone with a 2-year contract of $65.00 per month. I was told that there would be a one-time charge of $39.00 for an activation fee that would be due around September 26, 2014. I received a copy of the contract that I signed. On this contract, it stated that I had a 14 day trial period if I didn't like the service, I could return everything and cancel the contract. On September 4, 2014, I contacted the Chat Online on the NTelos website and explained that I was getting very sketchy service with the phone and NO data capabilities in or around my home. I was told that I would be given a one-day extension to turn in my device and cancel my service with NTelos. On September 5, 2014, I returned to the NTelos store in Princeton to return my device and cancel my contract and was rudely told that I would have to pay a $50 restocking fee before they could cancel my account and there was nothing they could do about waiving that fee. Since I didn't have the money, I returned to my car and called customer service with NTelos. [redacted] (from Waynesboro office) explained to me that I would be responsible for that restocking fee unless the store would waive that for me. I explained to her that I did not have the money so I could not return the phone and cancel the contract. So now I sit here with a phone that I can hardly use, bad customer service at the Princeton store, and my issues are not properly handled because the salesman ([redacted]) that sold me the phone did not inform me of the $50 restocking charge if something was wrong with the service. I was also told that if I did not return the device, the restocking charge, and cancel my account by the end of business today, that I would be accessed the $350 termination charge plus the regular bills that have since incurred.Desired Settlement: In reality, I just wanted to return the device and cancel the contract. I don't feel that I should be charged the $50 restocking fee, the first month's bill, or the termination charges that the company wants.

Business

Response:

NTELOS agreed to extend return period to 9/5/14 customer agreed then called on the 9/5 from the retail store disputing restocking fee. Each invoice given at point of sale clearly states on the bottom NTELOS charges a restocking fee. As a a one time courtesy to customer I will give her until 9/26/14 to return the handset I will waive the restocking fee and early termination charge as long as handset passes physical and liqued damage inspection.

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. As long as the business accepts the phone back with no charges, I will consider this complaint resolved. I will have the phone and accessories returned in original condition by 9/26/2014 to the retail store that I originally signed up with in Princeton, WV.

Regards,

Review: We have nTelos service since August of 2012. Since that time, We have constantly had issues with their service (i.e. – the service is unreliable, my phone would randomly cut off, phones wouldn’t work where they were supposed and calls were constantly dropped). A couple months after I had my phone, I had to take my phone in because it wouldn’t cut on. The lady in the store – Staunton, Virginia (located in front of the [redacted] Super Center) was extremely rude and actually accused me of damaging the phone! After well over an hour of arguing with her that I did NOT damage the phone and that this was something with the phone, she finally sent the phone off for “repair” and REFUSED to provide me a loner phone. A week later, I came to pick my phone up and they gave me a BLACK PHONE – the phone I had was white! The lady was once again nasty and rude and actually ARGUED THAT MY PHONE WAS NEVER WHITE but was always black! After showing her proof that it was in fact WHITE when I dropped it off (I had the box) she then stated that they simply repaired it with black parts and TOOK my white box and GAVE ME A COMPLETELY DIFFERENT BOX for the black phone! The “repaired” phone was also a nightmare and did the same things the original phone did – randomly cut off, dropped calls, etc. I gave up and started using an old phone I had and NEVER had an issue with this phone until around August 2013 at which time, the phone malfunctioned. I was forced to use the black phone. It was nothing but issues – the phone constantly malfunctions and when I call customer service, they either hang up on me or can’t help me! At one point I called for troubleshooting and after being on hold for over 30 minutes, the guy on the other end was rude and said that I needed to call back from a landline or other phone, which I did not have access to at the time! He told me there was nothing he could do for me then and HUNG UP! Both my boyfriend and I’s phones will have unreliable service that will go from 3G to 1X and then NOTHING, NO SERVICE- despite no changes in our location since we got the phones! The most recent event, my phone will not go into 3g. I have spent HOURS on the phone and in the store trying to get this resolved and IT CANT BE FIXED and since my phone is no longer “under warranty”, there is nothing that can be done!Desired Settlement: I want out of the contract and either the early termination waived altogether or prorated – there is only 8 months left. The service has not been reliable, the customer service has been deplorable and honestly, downright nasty.

Business

Response:

Will waive Early termination charges for all lines with return of equipment that passes physical/liquid damage inspection. I know that Ms. [redacted] handset may have some issues and I will waive the early termination charges on her line with return of handset I am aware that there could be some issues with hers.

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 and per my conversation with customer service a few moments ago, they understand that the 2nd phone on the account (number ending 99) was dropped today and has a crack(s) in the screen. This phone was covered by insurance at the time of the incident and should not be an issue or affect the fee wavier for this line, since as said, it is covered by insurance. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: To whom it may concern, As you may already know, recently Ntelos is shutting down business here in the [redacted] area and it has affected all of its customers and put them in a tight spot. Ntelos sent out a letter to their customers that they will discontinue service to all their already existing customers in June of 2015. Me personally I had an existing 2 year agreement which was to last all the way up up to 2016 which is almost a year and half from that date. Considering that my family and I have been upholding our end of the contract, we should not be the ones responsible for paying the extravagant early termination fee of $350 per line. I also recently added my son to the family plan back in November and no one warned us about what was going to happen. Then almost 2 weeks later the main account holder receives a letter saying that they are shutting down. Being that the phones are through Ntelos they are useless outside the company so all the users under this contract will be immensely affected when they have to buy all new phones and will have nothing to do with the ones that they have because they will have no use. I am usually a proactive person and like to stay ahead so recently I went over to [redacted] and switched over to them and they offered to buy our phones because they knew that they would be rendered useless after Ntelos shut down. I called Ntelos to try to tell them all of this and requesting that they transfer our numbers over to [redacted] and they said that we would have to pay them early termination fees which totaled $1,050. I think that this is unjust because they are the ones who are not able to provide us service for the remainder of our contract and we should have freedom to switch over with no penalty. Thank you for hearing my case and best regards, [redacted].

Account_Number: Account #[redacted]Desired Settlement: The settlement desired is not to pay huge amount for a situation I had no say in.

Business

Response:

I spoke with [redacted] today. I offered to waive the early termination fee for the lines that have already ported out to another carrier if she returns those phone with NO signs of liquid or physical damage. She advised that she only had 1 of the 3 phones in her possession. Then I advised I would only be able to credit 1 early termination fee. I advised her to let me know when she returns that phone.

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 get a call back from the business today and mentioned that these solutions came late , if I knew about this before I wouldn't be in this situation .I would like us to get to a more reasonable solution by lowering the amount to get this done with once and for all, because the main account holder will be hurt in this process.because all of this will be under his name while he has done nothing wrong except adding customers to his account as he was advised by the office he dealt with.

Regards,

Business

Response:

I spoke with [redacted] today at 10:40am regarding this complaint. I advised her that the offers I made her on 3/20/15 would still be honored. She advised she only has 1 phone left and the screen is cracked on that one. I advised that we could not take that phone back. She said that she tried getting the other phones back and her new carrier already shipped them off. I advised her the debit would remain valid.

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 receive the call from ntelos but it was still no good to me because the phones are shipped out already and I'm sure they will go back to them eventually if they can't be used by the other carrier, but anyways as I mentioned before that this solution came late, they should have better communication with their office in [redacted] because they never mentioned that to me when I called them first ,and by that time I still had the phones .I strongly feel that the main account holder is not going to be happy with what he is going to see on his bill, he was trying to get them customers and ironically instead of being rewarded , he is going to pay for that.

Regards,

Review: I purchased the most expensive plan for my device after I was told it would cover my usage and I would be notified if I went over usage. I received one email notifying me that I was at 80% capacity. At this point I reduced usage to a minimum. I received a monthly bill for over $200.00. When I called customer service to complain, I was told that they had notified me through the device. I was not instructed how to access this information through the device and expected the company to email me. Customer service was unhelpful and rude.Desired Settlement: I would like to be notified by email if over usage and I would like my bill adjusted.

Business

Response:

Issued credit of $144 to account for data overages. No future credits will be given for data overages, customer notification has been changed to email address and care also educated her on usage and helpful tips to reduce.

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 have been a customer of Ntelos since 2009, Recently a year or so I ago upgrade my phone due to fact of my job duties have increase and needed a smartphone. I upgraded to Ntelos Milestone and have been having nothing but problems since day one. Ntelos have changed out each of my phones at least five times since I upgraded and I was actually made to file an insurance claim one time in-which cost my about 100.00 or more. This last time they actually down-graded my phone and HTC One V. I have emailed them twice in which they state why an automatic email that they will return my call within 48 hours. I everytime I call customer service I get nothing but the run around. When I go into a store location they state it is nothing they can do. Actually the last time I went into the store because Tech Support sent me there to change out the phone when I got there the Rep came to the counter with one phone and the girl beside her stated that she was holding that phone for herself to purchase on the upcoming monday at that point Ntelos didnt have a phone exchange with the gilr called around cause she stated that she can only change for like phone and there is no managment there after 5pm. The phone that they gave me is not comparible to the phone I had and I had to end of taking that phone back to exchange also because it to had technical issue. The last four months have been a struggle trying to get to talk to someone that can just fix my problem. Everytime I speak to someone they state oh this is a PREPAID account. I am begining to believe that if it was not prepaid account this issue would have been taking care of already. I am feeling discriminated against because I have a Prepaid Account (well everyone is going to prepaid accounts to avoid all those fees that are attached to regular accounts) most of there business is probably prepaid as well as all the other cell phone companies.Desired Settlement: After being a loyal customer since 2009 and this is not my only account with them I feel that Ntelos need to replace my phone with a compariable phone. Actually since the treatment I have been recieiving and the amount of time I have been dealing with this. I feel that NTELOS can at the least do the right thing.

Business

Response:

CLT-CALLED CUSTOMER BACK PER IM OFFERED THE GALAXY SII BSTOCK TO THE CUSTOMER AT NO CHARGE CUSTOMER NEEDS THE PHONE TO DO PDF FILE S ADV OF ADOBE ON THE PLAY STORE CUSTOMER IS HAPPY 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. Regards,[redacted]

Review: My husband and I switched from [redacted] to Ntelos under the agreement that Ntelos would buy out our contact with [redacted]. The customer service representative at Ntelos (Vision Mobile) in Princeton, WV told us that Ntelos actually sends a check to [redacted] to pay off the contract termination fees. We called [redacted] today to make sure that this has been taken care of and we still have an outstanding balance at [redacted] for $537. So we go to Ntelos today to work this out and they told us they would give us credits on our monthly bill that would be equivalent to $537 but they wouldn't actually pay off the [redacted] bill. That is NOT what [redacted] at Ntelos told us would happen. She lied to our face. We've called and spoken to supervisors and no one will help us. Now we have 60 days to pay $537 to [redacted] before its turned over to collections. I think it's sad that a cell phone company would let one of their employees lie to customers just to make a sell. My husband and I are hard working people who have been taken advantage of. Not to mention, the service and coverage with Ntelos is HORRIBLE! We drop multiple calls a day and we are constantly roaming. What Ntelos is doing is running a scam. The service is bad, the customer service is even worse and innocent hard working people are being taken advantage of.Desired Settlement: I would like for Ntelos to let me cancel my contract. I refuse to continue to do business with a company who obviously lacks morals and values and the ability to tell the truth. I would like for Ntelos to pay [redacted] the TOTAL AMOUNT THAT THEY AGREED ON which is $537 and let us cancel our contract without paying the early termination fee. I do not feel like we should have to pay the early termination fee since its obvious we have been lied to and taken advantage of.

Business

Response:

Buyout credit was applied to customer NTELOS bill and that was explained to them when they contacted NTELOS on 9/9/13 customer is responsible for settling balance with old service provider. Customer was also offered $75 Early termination charge per line with return of equipment. Offer still stands and that is final offer.

Review: To anyone who plans to get a phone flashed or purchase a phone from Flash Mobile on Virginia Ave in Harrisonburg, VA I greatly advise you to run to any other place. I wanted to flash my phone there and since it was 2 years old they couldn't do it and talked me into purchasing a phone on 7/2/13. I had to wait for them to reconfigure and deal with their customer service (where they were calling I don't know). My daughter [redacted] also got a phone. When I got home, the phone was not working and I could not get onto the internet. Returned there Friday and waited 3 hours while they talked to customer service and tried to figure out what was wrong with the programming of the phone. Said it was fixed, I was able to get onto the internet (think they hooked it to their router) and was able to use the phone. Got home and the only way the internet works is if I go thru my router or anyone else's. Got locked out of my house on Sunday and tried to use the phone to call my husband and the phone could not locate a tower or whatever and I couldn't even get a dial tone. Had to get the apt manager to give us a key to open the door. I live in the middle of Harrisonburg. I took the phone back (after calling to assure someone would be there on Sunday) and they said they would be there until 8PM. I got there at 1:30 and there was a sign saying they would be back at 1PM. Called their number and was told someone might be there by 5PM. What gives with this place?? It cost me time, gas and aggravation and no phone or service. Went back today to get my $$ back and there are now signs saying "All sales final, no returns". Isn't this cute as when we purchased the phones there were no signs like this. I gave them back the phone and charger etc and they offered to give me back the flash fee but not the service fee for the month. So my next stop is my credit card company for the two phones ([redacted]'s doesn't work either) and the Revdex.com and all you friends on FB. Beware of this company, if a deal sounds too good to be true...Going out to buy a Trac [redacted] Phone.Desired Settlement: I would like the money back for both phones. Mine was total of $90.64 and my daughter Tori's is $55.00

Business

Response:

NTELOS will honor the 14-day return I will need Mr. [redacted] to fax me paperwork showing what he purchased from NTELOS and prices. Orginal sales receipt would be great once I receive this information I can process refund.

Review: Do NOT go to Ntelos for cell phone service!!!!!!!!! I went there because my previous cell carrier wouldn't put me on a cheaper plan and I thought $260 a month was too much. Ntelos assures me that they are cheaper. They quote me $210 and offered to set me up with iPhone's. That was cheaper and a very nice phone so we switched. Mind you, the carrier I had before had EXCELLENT service, just wanted something a little less expensive. Ntelos assured me that their service was just as good. We switched. We opted to NOT get insurance on the phones because it was $11 a phone and we would still have to pay quite a hefty fee to repair the phones since they are iPhone's. They asked us to initially start up with insurance to help them make quota or whatever and we could turn it off in the next couple of days. We had our phone numbers switched over from the old company so they gave us temporary numbers and said the switch would take about 2 hours. They switch took almost TWENTY FOUR hours, and they charged us $40 per phone to have the temporary numbers! My phone dropped calls in BV, Lexington...even sitting still calls would drop. They said it wasn't their service, it was the actual iPhone so they gave me another one. Notice I didn't say NEW one. Even though the one I had was only 4 days old, they gave me a refurbished one in return. While this was being done, we tell them to stop the insurance as discussed since we only added it to help them with their quota or whatever. They said they stopped it. We also discussed with them the fact that we got a bill and it was quite a bit higher than he quoted. They said they were giving us $120 credit for the fees for having the temporary numbers...didn't happen! Today our phones get disconnected! We owe like $630.00...we've had service for 38 days! It will stay off! That's ridiculous, itic and down right dirty! Why would I pay MORE for a carrier than has WORSE service than what I already had!Desired Settlement: I want out of the contract and all costs gone! We have been trying to get out of this contract since day TWO! Were lied to repeatedly about not being able to do so!

Consumer

Response:

We started out with trouble in lexington, VA. They route us to Waynesboro and they made it even worse. We have been lied to from day one! I have been calling customer service since day TWO about dropping calls and horrible service! We were told a price well over $100 less then what the bill states! They say they have told us this but they are LYING!! Just because they write in on the computer that they told us doesn't make it true! STILL no resolution after several calls!! [redacted] in Lexington is absolutely no help except to tell people what they want to hear to get his quota! [redacted] in Waynesboro(who cant give out her last name) and whose manager is conveniently not in the store just added TO the boiling pot by telling us that along WITH a $638 bill for only 38 days, we also have to pay $350 PER PHONE!! So, well over $1600 for 38 days of service?! I have never seen one company LIE...blatantly LIE so many times! They are a scam and should be shut down! Ntelos (wayesboro, va) page on facebook is full of stories of people having this same problem@ Translate Desired Settlement I want out of the contract and these ridiculous fees gone!Desired Settlement: Refund

Business

Response:

Customer spoke with NTELOS Customer Loyalty on 5/14/13 and received a $150 match payment credit and 10% monthly discount customer was happy with offer and agreed to stay with NTELOS.

Review: Ntelos shut down service in my area they sent me five locations to return my phone and all were closed even though they assured me they were still open. I have no way to return my phones to avoid a charge from them of almost $900 .I called them and they refuse to send me a label or box to return. There are no locations open in this region and all I need is for them to provide a way to ship these phones back.Desired Settlement: Send a shipping label/box to return equipment and reverse charges for equipment

Business

Response:

This customer call tags were mailed to her on Friday October 30, 2015. I request this case to be closed out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Yes they sent the tags and I sent them back. They had previously refused to do that so it was a surprise. I haven't received a bill yet reflecting the credit but I will let you know if I do. Again thank you.

Review: We ended our service with nTelos Wireless in January 2015, I paid what I believed was my last bill in February of $90, because that was the total amount due according to website. Today I received a collection notice from a collection agency stating I owed $123.38. I contacted nTelos Customer service and told them I have not received any further bills or correspondence from them since February 2015. They told me according to their records they have had several returned mail items since February. We both verified my address that has not changed in 14 years and we both had the same address. I was then told that since my account was with a collection agency I could not make any payments and it was not their fault.Desired Settlement: I feel we should be refunded the late fees and collection agency fees of $34.68 and a bill showing what was owed any why since we disconnected our service January 7, 2015.

Business

Response:

Customer has been contacted, once the payment from collections posts to the account, we will refund the collection fees.

Consumer

Response:

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

Regards,

[redacted]

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.Thank you again for your help today. We were sent a collection account bill for $123.38, and paid it May 15, 2015. Our confirmation number for that payment is [redacted]. Because we had not received notification from Ntelos before receiving this bill/collection, we filed a complaint with Revdex.com. After filing, Ntelos contacted us and said that they would reimburse us the collection fees, because we'd not received prior notice from them, of $24.68 (the amount charged us in addition to the principal due of $98.70). We have not received that $24.68 reimbursement yet, as of June 25. Our account number with Ntelos is [redacted] If there is anymore information that you need, please don't hesitate to call me at [redacted], or my husband Keith Robinson at [redacted] Thanks for your time and help!Sincerely,[redacted]

Business

Response:

I spoke with the customer today, and advised her that our Accounting Team will mail her a check out on 7/2/15 in the amount of $24.68. Since there is a holiday following that date in which there will be no mail service, I advised her she should be getting the check between 7/9-7/10. She agreed. I request this case be closed out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Good morning. I got your voicemail yesterday, and wanted to touch base about the reimbursement check from Ntelos that we'd discussed. We DID receive that check last week, so it's resolved. Thank you so much for your help with this! If you have any questions or need any other information, feel free to contact me.Take care,[redacted]

Review: Since I moved to [redacted] in May of 2014 I have had no cell service. In certain rooms of my house I can recieve calls, and sometimes I can call out, on a good day. All my texts fail sending, and I have no internet service. I have called them for a year now trying to get help with my service. I live in town and the tower is a mile from me. They refuse to help. I have tried getting out of my contract but they won't allow me. My service through Ntelos is awful no matter where I am. So is my mother's who is on my contract with them as well. I have explained I should not be paying for a service I can not use. On 6-20, my microwave caught on fire, I had my 2 step kids in the house with me. I tried calling 911 and my boyfriend 6 times, I even ran outside, and still could not place a call. Thank god, I got the fire under control and no one was hurt. My screen shattered on 6-23, they have me paying $100 for a new phone to keep until October when my contract is up. I explained the situation and talked to a manager who refused to waive the fees and let me out of my contract. I should not have to buy a phone to use for 4 months, that rarely has service anywhere. Not being able to call 911, and Ntelos not seeing it as a big deal is the last draw. I need help getting out of this.Desired Settlement: I want my $100 refunded to me for my replacement phone, and I want My mother and I to be let out of our contract with early termination fees waived.

Business

Response:

I called the customer and left a voicemail message for them to return my call. The resolution for this case is that we are going to let the customer out of her contract with no early termination fees. 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 was a long time customer of NTelos and was very happy. I took a job outside of [redacted] and had no service so I had no choice but to cancel my contract. I was stuck with a $1300 bill and not only that, they are sticking me with a $10 late fee every month when the full balance isn't paid. I've asked numerous times for help with taking care of this to ease the financial burden. Every single person says there's nothing they can do to help. Do not do business with this company. There cell service is terrible outside of the local area and they are unwilling to do the right thing in hard times.Desired Settlement: I think the business should evaluate their moral standards and be willing to work with their customers. I have always been a loyal customer and bills were never paid late. When moving to an outside coverage area, it's unfair that the entire contract balance is due.

Business

Response:

We have contacted this customer by phone, and are waiting on a response from her.

Review: I have been a customer with ntelos for 5 years and have had a positive expierence until I started having issues with my phone. It all started when my phone would not charge properly or keep a charge so I called ntelos and they told me to try a new battery to see if that would help and it did for a few days. Onve that had stopped working I called the customer service number and was told to take it to a store. That since it was under warramty that it should be sent it off and there would be no charges. I sent my mother to the store in charleston town center mall in wv, once she got there she was told that my best bet was to file a insurance claim and get a new phone the man said he would not give me a loaner phone nor would he send it off. I then took it to a different store they looked at it and said the charging port was broken so they sent it off in which it took five days for the repair center to get it. Once it arrived my warranty had expired so they decided I should pay for it. When I arrived to pick up my phone I was charged 85$ because my warranty had expired. I talked to someone named nick from customer service and he told me the fee wpuld be waived and shpuld be able to pick it up by 5 within two days. I called the store to see if it wad ready and I could not get anyone to answer the phone or call me back. After all of this its a month later now my phone keeps turning on and off constantly so I called customer service And they told me my best bet was to file an insurance claim to get a new phone the fee for that is 100 $ which I do not think I should have to pay since my phone had not done this before I sent it off. Ntelos is the worst company and horrible customer service.Desired Settlement: I would like for them to send me a new phone because they are the ones who damaged it and are not willing to take responsibility for it. I am not going back up to a store because they are extremely rude.

Business

Response:

NTELOS has agreed to repair or replace customer handset and she can send phone back to ntelos at no cost. Customer asked for email confirmation and letter stating terms both sent on 12/19/13.

Consumer

Response:

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

Review: We have been with Ntelos for 14 months now. At first the service was ok, but in the past few months (3-6 months) the service has decreased a lot. We are unable to make phone calls from our weekend home and at our permanent home we have spots where the calls drop. I had made talked to a customer representative about 2 weeks ago about the poor service issue and the next day they called and made me walk around our home to find the "weak" spots. She then told me she would pass the information on and see what they could do, she also told me that in order to see what was going on at our weekend home I would have to call from there. That weekend, we went to our weekend home and I tried to call from there as Ntelos had requested. I then spent 20 minutes trying to call customer service, but I was unable to get help because my calls kept dropping, to the point were the customer service representative asked me to call from a different phone since they were unable to hear me because the call kept going in and out and my voice was breaking up. After 20-30 minutes of trying I called from a friend's phone and I tried to explain to the customer service representative what was going on and she told me since Ntelos uses Sprint towers there we would have to wait until the Sprint contacted me to see if the problem could be solved. It has now been a week and I have not heard from Sprint or Ntelos, this morning I was checking my e-mail and got an e-mail from Ntelos letting me know that the service ticket had been closed. I have to heard from Ntelos and we continue to have issues with both lines not having good service at our houses and to me the issue HAS NOT been resolved. We use our cellphones to communicate with each other and work and the service with Ntelos is just getting worse and worse and I feel like they found a way to dismiss my issue without addressing it or fixing it. On their commercials they say NATION WIDE COVERAGE, well that is by far the case. We do not live in a very rural area, so it is very hard for us to understand why we are having this issue. I still have on my phone the field test that was started 2 weeks ago by Ntelos and the number that shows at my houses is -105 to -122 leaving me with almost no signal. This has gone on for too long and I need a reliable and dependable cell phone provider and Ntelos is far from that and it upsets me that they claim nation wide coverage in their Ads when that is far from the true.Desired Settlement: I would like Ntelos to terminate my contract with no fee since they have not address my issues and concerns. My family and I need to find a reliable cell phone company that does have good coverage and that my family and I can relay on and feel save. Since cell phones is they only way we can communicate safety and good service is viral to my family.

Business

Response:

Early Termination Fee's will be waived with return of handsets that pass physical and liquid damage inspection.

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: The issue is that I have been with nTelos wireless for almost 13 years and have always fulfilled my contract. I found out just recently through the news that nTelos will not be provided services for the Hampton Roads area very soon. Because of that, they have put me in bind financially because the plan that I have with them is currently at no other place. Being a loyal customer and being that I fulfilled my contract for the last 13 years and in this instance nTelos will not be fulfilling their contract with me, I believe that they should allow me out of my contract without a $350 per phone fee. They are not fulfilling their part of the contract so they should at least make it convenient for their customers to find services that will benefit them especially since nTelos is providing an inconveniences for us. I cannot afford to wait until June especially giving the current state. Furthermore, I spoke to Ms. [redacted] who phone number is ###-###-#### and she was very rude. She informed me that she would terminate the contract for $150 a phone and I would have to give her all three of my phones back. I expressed to her that we do not have the money to terminate the contract for $150 a phone. I expressed to her that I have been loyal customers to Ntelos for almost 13 years and that I do not think it is fair that in order for us to end our contract it cost $350; however when Ntelos choses to end our contract they do not pay anything. Thats not fair at all. We have fulfilled our contract with Ntelos for over 12 years, its just hard for us to come to conclusion that there are penalties for us and not for them. Lastly, we do not like how Ms. [redacted] handle business with us, she was very rude, standoffish with both myself and my son [redacted]. We believe as loyal customers, we deserve better service. I informed Ms. [redacted] that I will make the final decision on closing the account but when business is discuss I would like for my son [redacted] to be on the phone.Desired Settlement: I would like for Ntelos to terminate my contract for free based off of the fact that Ntelos is allowed to terminate my contract without having to pay me. I would like for nTelos to allow me out of my contract to go get other services while they have holiday discounts especially since I have been a loyal, contract fulfilling customer for the last 13 years. I would like to speak with her boss next time and not Ms. [redacted] because she was rude. Financially, I can't afford to wait until June

Business

Response:

Will waive half of ETR for each line making it $175 per phone [redacted] and [redacted] currently offering buy out your contract which would cover the remaining balance of early termination fees. Terms and conditions of the NTELOS contract state NTELOS has the right to cancel service at anytime.

Consumer

Response:

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

I'm not satisfied because neither of those services I will be going with. I was going to go with one early on but now we can't afford it because the special and discount we were trying to receive is gone. I have been a loyal customer for over twelve years and have paid our bills on time. It's unfair that they will make it difficult to find something that better fits us opposed to them. I find it sad that Ntelos would do their customers like this and not do their best to make sure the transition works for their loyal customer. I am not rich and cannot afford to pay $175 to cut a line thats going to be cut anyway. We already are going to have to pay higher bills and now I have to pay so much for something that's going to be cut anyway. This is a shame. I wish Ntelos was about the customer like they said they were when I signed up so many years ago. This is why I reject it.

Regards,

Review: I purchased and [redacted] in October 2013 since I have purchased and started contract I have had my phone replaced three times since I started the contract. I have been having to call NTelos cause my phone is constantly dropping calls since 6/14/14 I have called them to report the call drops and every time they refer me to go back into the store and have my phone reset change SIM card which had me at nTelos store on [redacted] road every day this week and when to the store like customer loyalty ask of me today just to be giving the run around and a 50 credit which does me no good cause my phone still dropping calls. The Rep email his regional manager to ask if he could switch me from and [redacted] to a [redacted] cause I had refuse another refurbish phone because this is my third refurbish phone as is now. And the Regional Manager instructed the Rep to hand me another Refurbish phone. So I called Customer Loyalty to Complain cause I paid out to much money and is stuck in a 2yr contract and they said they could send me [redacted] which is no where near my [redacted] in price Value nor in Capability. I then ask if they could discount my early termination Fee so I could end the contract and go else where and they refuse that.Desired Settlement: Switch with a new [redacted] or a [redacted] with equal Value or half of my early termination fee waive.

Business

Response:

Ms. [redacted] worked with retail and customer loyalty on 6/23/14 and area manager approved replacement of handset to a [redacted] because customer stated she did not want another [redacted]. Customer agreed to swap and handset was replaced and she received a $50 credit for issues and traveling to retail.

Consumer

Response:

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

Regards,

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 rejecting Ntelos offer because the [redacted] is not in eqaul value of the [redacted]. I refused to take another [redacted] because the phones are refurbish and this is my third refurbish phone with in my 2 year contract and I haven't even been a Customer a full year yet. I have asked Ntelos to just match half of my early termination fee for my inconveince. The rep offer me the [redacted] and a 50 dollar credit with I never verbally agreed to that. I also informed the store Rep. That I didn't want the [redacted] nor another Refurbish phone. I just wanted to end my contract. Customer Loyalty Rep. Advised the 50 dollar credit was because I had visited the store on [redacted] rd everyday for week. I would rather get of the Contract, I and my mother has informed Ntelos of her disabitily and that she could not keep dealing nor traveling back and fourth with me to Ntelos stores just to get my phone working. Then Ntelos advise me and mother to contact apple. My mom and myself informed Ntelos just to take half of 350 and allow us to pay 175 as an early termination fee.

Regards,

Business

Response:

Will allow Early termination waiver with return of equipment that passes physical and liquid damage inspection. Customer has until 7/25/14 to get offer.

Review: I have been a loyal customer of Ntelos for 8 years. I have recently switched to [redacted] 09/25/2013 in hopes of receiving the new Iphone 5s but unfortunately my phone hasn't arrived and I'll have to wait up to 6 weeks for my phone even with signing on to a new contract. So [redacted] was nice enough to port my number back over to Ntelos while I wait for my phone. The Customer Service Lead at this location ([redacted]) obviously did not like the fact the I was leaving Ntelos and said that this couldn't be done. I was able to call Ntelos customer service number and they did indeed allow me to port it over. Meanwhile, (which is my biggest issue) I have a loaner phone with Ntelos that needed to be turned in today but since I will be contracting with [redacted] soon, I've decided not to file a claim for my (previous) broken phone. I wanted to in fact hold on to my loaner phone until my new Iphone arrived but this wasn't allowed. I talked with the same guy [redacted]. I also had an old Ntelos phone I wanted to change over but he took this one from me saying that this phone was in fact a "loaner" phone was well and needed to be turned in! This phone was given to me in 2010 by ntelos as a loaner before I signed on another contract and I wasn't asked to return the phone since then! I would really like my old phone returned back to me and activated. As of now I have not a single phone at all and this CS Rep didn't do anything to help me!Desired Settlement: I would like my old phone he took from me back and activated.

Business

Response:

Customer activated phone on 9/30/13 and will be using phone for through 10/9/13 when [redacted] gets the Iphone 5s even though NTELOS is currently selling the Iphone 5s we agreed to letting customer keep service for another month after porting to [redacted].

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 rejecting this offer because I am fine with it, however, the customer service rep ([redacted]) took the phone I owned to be activated, so at this time I do not have a phone to use at all. Will I be able to get my phone back? Regards,[redacted]

Business

Response:

I am not sure what customer is talking about I see she had a repair order on 9/14/13 and received a loaner handset and I also see where loaner was returned and Ms. [redacted] activated a CPE [redacted] showcase and a showcase on 9/30/13. From what I can see customer willingly returned handset and received an $80 credit on 8/16/13 for returning loaner and contacted customer care on 9/6/13 to see if loaner credit had been applied. I do see another note from 9/3/11 when customer activated service there was an issue with audio on the handset and it was replaced same day. I see where replacement had issues and customer went back to retail store on 9/4/11 and that handset was also replaced same day. Customer did not have service with NTELOS in 2010. Looks like customer got insurance replacement a [redacted] showcase on 8/10/12 do not see where NTELOS kept any of customers handsets without replacing. No handset to return to customer as she received replacement.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I'm afraid you've got the wrong phones confused with all of this. As far as 2010, I was with Frawg network, which is to my understanding an Ntelos affiliate. But it's fine I'm set up with another phone company and will continue my business with them. Thank you kindly. Regards,[redacted]

Review: In May I quit nTelos wireless because they were always adding roaming or data charges to what I thought would be a flat rate of around $50.00. Every time I called about these extra charges I was seldom if ever credited (ounce in January). They simply told me I could put a restriction on the phone which I told them to do. When talking with the rep they claim to look back in the records and report no such conversation was held and basically call you a lier.When stopping the services in May I thought I was at a zero balance. Now I receive a bill for $87.87. They say the contract I signed said I had to pay the entire bill. After talking with a supervisor about the bill (roaming charges again) they would do nothing to lower the bill. To be honest with the Bureau I have been late on past bills because I have some memory loss due to an accident ten years ago. But my wife was present when I closed the account and we both thought we were at a zero balance. They say they are customer friendly but I found them to be one of the worse companies I have ever dealt with. That's why I switched. Contracts like these that have hidden fees hid everywhere may be legal but are not fair to the consumer.Desired Settlement: Mostly I just wanted the Revdex.com to know but I wouldn't mind getting back all or part of the $87.87

Business

Response:

Mr. [redacted] ported to [redacted] on 5/20/13 which was more than halfway through bill cycle. Customer 4/7/13 invoice was $117.45 and customer paid balance on 4/18/13 new bill had generated on 5/7/13 amount due was $79.54 and customer ported on 5/20/13. Customer received an invoice on 6/7/13 with past due charges of $79.54 and current charges of $8.33. Customer was not at a zero balance when he ported service and had received a bill showing past due charges and current charges. Customer was on an unlimited network plan not an unlimited nations plan. So if customer is within the NTELOS network and has his phone set to automatic it is possible to roam off of another carrier with a stronger signal while in the network. Customer did not have data included in his package only unlimited minutes, text and pics. Customer called in on 7/9/13 got acct info, 4/18/13 got acct balance and 1/13/13 received a credit of $24 and explained data charges. No further credit is due and I am faxing copies of customer invoices.

Review: I am contacting you regarding a cancellation on a Ntelos contract you had spoken with my fiancé about previously. I received a bill, May 13, 2013, for $758.83. When I called to inquire why the charges were so high, I was informed that I was being charged $350 per line to cancel the contract, contradicting what I had been previously told. I would like an apology from this company for this error as well as to pay the charges I was originally told I would have to pay. The account was for ###-###-#### and ###-###-####. You may reach my fiancé or myself at the above mentioned numbers, as we transferred them over to the new phones. The Ntelos address is PO Box 1990 Waynesboro, VA 22980. Our address is [redacted]. The bill is due in 3 days - we had sent this in when we first received the bill, but had been instructed to resubmit. A quick reply is much appreciated.Desired Settlement: I would like an apology from this company for this error as well as to pay the charges I was originally told I would have to pay.

Business

Response:

Customer contacted NTELOS on 4/24/13 to see about renewing service and upgrading handsets was offered a renewal discount of $150 per line plus a $35 activation fee. 4/25/13 customer contacted NTELOS to verify renewal offer and customer stated $300 plus $35 activation fee was too much she would look into going elsewhere. 4/26/13 customer ported to AT&T full ETR charged of $350 per handset billed to account current balance of $758.83 is valid Ms. [redacted] will need to contact NTELOS to make payment arrangements.

Consumer

Response:

They were telling me that I would pay $300 to cancel both lines, whether I renewed with them or not. I have no issue paying this, but do not wish to pay for a much higher amount when I was led to believe I wouldn't have to. Regards,[redacted]

Review: My father purchased a htc one cell phone from Ntelos for a price of thirty seven dollars a month. I was under contract at the time but was told I could get the same phone at the same price when my contract was up. I got the phone and cancelled my daughters contract when they expired. My cell phone bill is now eighty two a month while my fathers is thirty seven with the same package and phone. I went to see ntelos here but was told to call the main office. The main office told me to see the company then told me eighty two was what it would be.Desired Settlement: Would like to pay the amount agreed upon or have my contract terminated.

Business

Response:

I spoke with the customer today. I advised him after reviewing his account, that his monthly reoccurring charges should be about $42.00 like he was told. He agreed with that. I advised him that he could call me directly if his next bill showed something different.