NTelos Inc

Review: On May 2, 2014, I made an online payment from my bank ([redacted]) toward my Ntelso bill. I checked my account and saw that Ntelso made ACH withdrawal from my account. A couple of days later, I received a called from [redacted], an employee at Ntelso about my account having insufficient fund to cash a check. I told him that the money has been withdrawal from my account by Ntelso. He told me the name of the bank and I told him that I have never heard of that bank before. I then went to Ntelso to see the check, but they shredded the check. I then called the corporate office and spoke with a representative in Waynesboro, Va. I was told to fax the bank information to them. I got the information from my bank and went to the [redacted] (Ntelso) and [redacted] faxed the information. About 2 weeks later, I called the corporate office again. They received the fax, but said the error was on the bank end. I went back to the bank and got additional confirm about the ACH withdrawal. I spoke with [redacted] and a teller at [redacted]. I then went back to Ntelso ( [redacted]). I showed [redacted] & [redacted] the information and they faxed the information again to headquarters with some of their footnotes about the situation. On June 30, I called corporate and they gave me no help and said the error was on the banks end. I told [redacted] (Corporate) that I believe they charged the money to someone else account. I went back to the bank and spoke with [redacted] and then to Ntelos ([redacted]). [redacted] from Ntelso ([redacted]) read several emails from [redacted] (corporate) that they received the information, but the error must be on bank side.Desired Settlement: There should be an electronic trail on where the money went after being withdrawn form my account. Ntelso has not given me any explanation of the destination of the money that was withdrawn from my account and I have proof from the bank of the transition. I'm now always consider being late on my monthly bill, but I just don't have an extra $191.35 to pay, when I know I did. Please help me in resolving this matter. Thank you. I'm not sure on all the dates of my complains to Ntelso, but I'm sure of the first and third dates (6/30). I contacted all parties involved 3 times.

Business

Response:

Customer will need to have his bank [redacted] track payment bank could have sent payment to incorrect PO Box [redacted] which is [redacted], or bank could have applied the payment to another account belonging to Mr. [redacted]. I have checked with our treasurey department and the $191.53 was never received by NTELOS the error is on the banks end and therefore they will need to trace where payment was sent.

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,

P.S

I found out that it was the third party that is connect to Bii Pay that made the mistake.

Review: Just signed up with Ntelos a week ago and the company is shutting down in my whole area.. They did not alert or warn customers before signing on. Now my phone having issue they telling me to go to another city to turn the device in and the rest of the store are shut down due to selling over to another company.... But I have no way getting to that store due to the distance and not sure of location, plus I was told I might have to pay them a restocking fee.... I do not agree with that because they void their own contract on that note.. Another issue is I signed over to them on their buy out program from [redacted] and now they have my phone number and my account is canceled because of this....

Product_Or_Service: Last weekDesired Settlement: DesiredSettlementID: Other (requires explanation)

I need them to fix the number situation... I don't agree I have to travel to bring them their device... Refund and no restocking fee should be charged... Also no reflection on my credit.

Business

Response:

Customer can port number back to [redacted] at anytime however she will lose the buy out your contract credit. If she is having issues with device she can work with our Customer Loyalty department to resolve she can dial 611 from the device or ###-###-####.

nTelos plans to end wireless service in [redacted] and [redacted] in mid to late 2015. During the transition period, nTelos will continue to provide the same level of network support to current customers in these areas.

nTelos will waive early termination fees for customers still in contract after 6/30/15 to assist in the transition. We will provide additional details regarding the transition to customers in the spring of 2015.

Review: I have been a customer with nTelos since July of 2012. My wife and myself signed up for an Unlimited Plan in Christiansburg, VA that included 2 free iPhone 4's. I expressed the importance of good service in our area and where I work and commute (Northern Virginia and Interstate 66). I was assured from the salesman that service is exceptional in that area, and I would not be disappointed. Already I have cleared a separate complaint with nTelos over their salesman falsely telling me that a $5/month discount for auto-pay and eStatements will constantly be applied throughout our 2-year contract. nTelos finally agreed to its salesman's false information. I am now however at a point where I have a full log with nTelos via its customer support with a slew of problems, ranging from an inappropriately acting employee at its Woodstock, VA branch, to poor/un-existing service and poor cell phones. Our phones are failing with my wife's being worst off, and we attempted a warranty repair a couple month's ago when my iPhone stopped charging. The inappropriate employee argued with me repeatedly, informed me that nTelos would NOT fix or replace my or my wife's phones regardless of failure or warranty, and that if I didn't want her 'help', then I can leave. I have submitted a prior technical problem report with nTelos over poor service, and filed another today (to which I have ticket numbers for both). This does not include the multiple other times I have called in about problems but received no report of a filed ticket. I was also informed via a supervisor today that, despite the original salesman's promises, nTelos does NOT provide direct services in Northern Virginia, but merely bounces off of existing outside network (mainly Sprint) towers. They should have this phone call recorded and on record. So after several phone calls to date, hateful customer service in person, completely unhelpful and at times disregarded customer service over the phone (I have been told many times that there is nothing anyone can do, as well as to essentially deal with it as I signed a contract), absolutely dismal/non-existant cellular service (this morning my wife, who has anxiety problems and copes by communicating with me throughout the day during breaks, and I could not despite trying several times call each other despite almost full bars in '3G' coverage with both of us being in 'full coverage' metropolitan areas; this has happened before), and absolutely pathetic phone quality. This problem has been exasperated by the fact that we had to move closer to Northern Virginia for our jobs. I have at times not received calls back when promised, had a service call DROP this morning and at times prior, and essentially been told "Oh well". I am tired of this; this is truly UNACCEPTABLE.Desired Settlement: I want my contract with nTelos either terminated with the return of our phones and no termination fees or the contract and all prior oral assurances and agreements be fulfilled with the service I and my wife were promised by the nTelos representative/salesman and that we pay for as well as quality phones as should have been provided and since we were told before (when we attempted a warranty repair) that nTelos would not repair or replace regardless of warranty.

Business

Response:

Customer has ported out and once they return the handsets to a retail store and pass physical lidquid damage inspection Early terminiation fee's will be waived. Customer returned equipment on 8/17/13 in working order and Fee's have been waived.

Consumer

Response:

The remarks made my company nTelos are true and fees have been waived. The two devices in question were returned to the Winchester branch and the representative printed a copy of the ETF waiver and signed with his signature. I am awaiting my final bill from nTelos for the 1/2 day into their billing cycle that I had service before I ported out. There was an attempt to issue me a bill for the full amount due for a month's service, however a representative I spoke with over the phone has assured me that this bill is to be disregarded and a prorated one will be issued.I am glad to have this behind me considering the representative holds true to their word of sending a prorated bill.Regards,[redacted]

Review: We switched from [redacted] to Ntelos on 6/2/2015 and bought 2 lg g3s. In the past 2 weeks we have had several issues with both phones. The main issue is the simple fact at certain times when we call out of the phones the phones do not dial and we can not receive and make calls until for about an hour. We first went to the store where we originally bought the phones and they did a reset over the phone. We continued to have problems and were directed to the [redacted] in [redacted]. On September 2nd we had to go to the store yet again because of the same problems. Mind you it was a day after my surgery and [redacted] the manager was not going to do anything until I got upset so he directed an employee to change out the sim cards. The phones were fine for 2 days and then same problem. On September 6th I had to revisit the store and [redacted] called tech support and they advised us to put the phones on 3g instead of 4 to see if that was the problem. [redacted] changed the phones to 3g. It happened again that night so today on September 7 we visited the same location at [redacted] and [redacted] advised it was the phones and we need to swap them out. We also have video that [redacted] advised us to get of the phones not working and the busy signal we are getting. There are other Ntelos smart phones in the area of both phones when we are having the problem so it is not a network issue. Only problem is no one around has the lg g3. After waiting for over 30 minutes we were told that he could only swap out for the Samsung S5 or the Lg G2 flex. The reason we switched to Ntelos was the simple fact we had Samsung S5 through [redacted] which were nothing but problem phones with software and other issues. We refuse to get another S5. Also we were offered the Lg G2 flex but neither of us are able to use that phone. The other phone user has epilepsy and the phone would not work for him when he has his seizures he has to have a flat based phone. [redacted] the manager at [redacted] said the loyalty department was closed today due to holiday. We were told to call them for other options. I had to ask the manager to document the issues on the account. He did not ask for the phone numbers or anything until that point. We also asked that we could watch him document the account to make sure it was done which he refused to do so. We were still unsettled about everything so I went to the [redacted] location to make sure he did in fact document the account and [redacted] did confirm that. Also [redacted] advised us that the loyalty department was in fact open. At 4:00 pm today we called the loyalty department and I told them the information and advised him about the 2 phones that we were offered. The rep preceeded to get nasty with me and say thats all your company could do. He also stated if I wanted something besides the S5 or LG G2 flex that I had to file an insurance claim and pay 100.00 per phone to get a refurbished lg g3 for both phones. I informed him and his attitude that I would be filing this complaint and hung up. I was still in the store in [redacted] when the call was ended.Desired Settlement: We know there is no more lg g3 that they were pulled from the stores. I will not settle for the Samsung S5 or the LG G2 flex. We have has these phones less than 4 months and should not have to have a refurbished or lesser grade phone because there is an issue with the phone. We did not cause this issue and therefore I will not pay 100.00 per phone on the insurance since the phones are not damaged they have been in Otterbox cases since day one. I will not settle for anything less than an apology plus the Iphone 6plus for the [redacted] and the LG G4 for the line [redacted]. I should not have to deal with this and the complications after having major surgery as well as the other user having to deal with medical problems and this. I believe this is ridiculous and if I wanted a S5 I would have stayed with [redacted]. I do not feel that we deserve lesser grade phones then what we already have. I also refuse to get a refurbished phone of any kind. We bought and are paying on brand new phones that is what we deserve.

Business

Response:

I spoke to the customer today, and she advised me that she got new phones and everything is working fine right now. I request this case to be closed out.

Review: I have a business account with intelos. I use my cell phone to be contacted by my cudtomers and to contact customers. For several months now I have been unable to use my cell phones in or near our home. Phone calls get dropped and breakup constantly.

I have made several complaints and Intelis knows there are problems because there have been many complaints. They say they are workjng on it but I realy need my phone for my livelihood.

I asked that they release me from my contract but they will not. I feel like they have breached their contract and I should be released without paying a penalty.Desired Settlement: I want to be released frm contract wthout penalty

Business

Response:

I spoke with this customer and advised him that there is a temporary fix to his issue at this time and a permanent fix will be provided sometime during the week of July 13th. I request this case be closed.

Review: I brought a cell phone for my daughter, in Sept. been having problems with it since then, have already taken it into the store about the problem, in which they instist the phone was ok, still the same problems presist, we talked to seveal people at the customer service center, and again a few peolpe at the Mall location, phone not even two months old, just dies and will not come back on, take it back to the store, they say there is nothing they can do, so for a hundred and sixty dollars, for a phone, this is all I get is if we send if off it will cost you more then the phone is worth, and besides, there is small scratch on the phone so we really cant do anything for you. My daughter is eleven years old, she saved her babysitting money just to purchase, her own phone, all I wanted was a replacment, I havent even paid the second bill ne the phone yet, so if I could get someone to look into this for me, I would be thankful, I am so mad at them I don't even want to do business, with them, a few other people, that we know has the same, phone, and the same problems. pleaseDesired Settlement: I would like them to replace the phone.

Business

Response:

Customer has sent handset off to repairt to Motorola and will check in with me once the handset is returned. NTELOS warranty is voided if there is physical damage to the handset and there is a crack on the screen, so customer has shipped handset off at her expense to manufactor.

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: Ntelos has decided to leave the Virginia area. My family and I have been customer of that company for several years(15+). My husband was notified of this by text message. As a faithful customers(never late on payment)we feel that we should receive better treatment. We renew a 2year contract in April 2014, now 7 months later receive this news. They are stating that we cannot break our contract until June/July 2015. I feel that if they have already broke the contract by not continuing our service for the full two years, therefore can't except for us to wait tell they say we can leave. I just feel that if they won't honor the contract for two years ,then they can't except us to pay $350 to break it. Maybe they need to pay us for the months we are losing.Desired Settlement: Let us out of the contract before June/July without a penalty

Business

Response:

If customer will return the device and it passes inspection with no physical or liquid damage we will waive the 350.00 early termination fee.

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 other phone purchase are in good condition , but my phone which is a galaxy 3 received water damage about one month after purchasing it for only $19.00 ( only effecting the lost of the camera ) therefore I didn't feel the need to replace. I was going to continue using this until my two year contract run out but now because the company decide to break their contract I'm forced to honor the rule and wait. I still have to wait or I'm receiving a penalty, which isn't fair Thanks for taking time to respond to my complaint quickly. Mrs. [redacted]

Review: In March of 2013 I switched from Verizon Cell Phone service to Ntelos wireless. At the point of the switch I purchased the Motorola RAZR Maxx from the Burgess Road location. Since the switch to Ntelos I have had to have my phone replaced 5 different times due to device malfunctions (All under warranty). The most recent replacement device that I received on 10-26-13 I have just realized is also defective (The Audio plugin port is defective). After contacting Ntelos again I'm being told that they no longer carry my device and that there seems to be an issue between Ntelos's network and Motorola (My Model of phone) that causes them to keep malfunctioning. I was offered by Ntelos to switch out into an alternative phone (The Galaxy S II) as a resolution to the problem. My response was that the Galaxy S II was an option for me when I first signed up and that I didn't like or think that phone was comparable at the time of the inception of service, and also If I wanted that particular device I would have gotten it at signup considering it was a cheaper model at that time than the one I bought. (In other words this as a solution was not acceptable considering the price that I paid for the original device and the accessories that I have invested into it ). Also it was told to me when signing up for the service that Ntelos has roaming and data agreements with both Sprint and Verizon (So I should see no service difference from Verizon). At this point I have verified that Ntelos does have agreements with Sprint, however there has been no confirmation that Verizon and Ntelos have any such agreement. I have not had anything close to the service (connection quality in locations) that I had at Verizon. I have also experienced a multitude of service interruptions in data, cellular, and voice mail issues. This experience has me biting at the reins for the day that I can leave this company (Everything with this company has been very regrettable). Someone should stop there advertising "The only thing different is the Savings". Very laughable, there are all kinds of differences. At the same time I switched my wife also switched and purchased the iphone 4s (She has not had any problems with the device). On that note though she has had issues with data and connections issues. We use these phones for work and it is paramount that the service and quality of the device holds true to what is both advertised and per what we where told in the store when originally activating.Desired Settlement: Possible solutions to this: 1. Replace the device with a New Original Razr Maxx and extend the manufactures warranty for a year from date of the exchange. Have it sent to the Burgess location so that I can come in and switch out without having to use a loner phone. We will continue to carryout our contract. 2. Replace the device with a model that is either superior or as expensive as my original device was as of the date of service start date. (At the time of purchase my device was 599.99). Currently there are not any phones at this price point but I would accept a iphone 5 s or c currently listed at 649.99 or a Samsung Galaxy S III currently listed at 529.99 with a new Trident Kraken Case* (*The Case I purchased for my Razr Maxx). We will continue to carryout our contract. 3. Release myself and my wife for the contract with the ability to port our numbers over to a new carrier without paying any termination fee. Refund our original purchase amount on the device's and we will return the phones. (Make us whole as if the service had never started). 4. Allow me to return the phone with a full refund of 599.99 and I will purchase my choice of phone in the store and continue service. (No resetting of the original contract start date)

Business

Response:

Warranty swapped device at retail location customer is demanding a replacement case free of charge trying to locate a case and will apply credit to account to cover cost of replacement case.

Review: I went to the Ntelos of Ashland to set up my phone for Page Plus. It took three visits/calls to find someone that could help me as this was new to the store. When I went Thursday evening to switch to Page Plus, the process took almost two hours. The young lady at the store, who was very nice and apologetic, had to call the manager of the Richmond Ntelos to have him activate the plan. He continued to place her on hold and had trouble setting up the phone. When I left I was told my phone was almost done, but I had to contact Page Plus the next day to finish the set up. Ntelos charged me a $25 fee for them activating the service. When I called Page Plus the next day, they had an account open in my name, but nothing else had been done. I had also paid for a $12 plan which was not listed on my account. In speaking with the Page Plus rep, he said that setting up the phone is a free service done online and that it in no way takes 2 hours. I contacted Ntelos of Ashland for a refund and was told the manager would call me back. While waiting, the $12 was credited to my account and then the manager called. He was arguementative and said they did alot of work to help me. I disagreed and asked to speak to the next person in chain of command. He said it was [redacted] and he would call me back in two hours. I was confused as he introduced himself as [redacted]. In questioning him, he was the owner/manager. He attempted to retract his original statement and said he had to look into the matter and would call me back. That was five days ago. I have contacted the store and [redacted] or a manager continue to be unavailable. I am seeking my $25 activation fee refunded. If you are looking at utilizing Page Plus, I suggest utilizing their webpage and customer service to activate your phone free instead of utilizing someone second hand setting the phone up at the Ntelos. This company also goes by the name [redacted] in Richmond as that was the number [redacted] called me from originally.Desired Settlement: I would like my $25 activation fee refunded to me as the phone was not properly activated or registered after a two hour process.

Business

Response:

I will need a contact number and customer account number or mobile number. Cannot locate customer in system with name and address.

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. As this is publicly posted, I am not comfortable posting my contact number which was the account activated. My receipt number from the hand written invoice was [redacted]. My credit card was swiped on 6/26/2013 at 19:03:55 hrs. This was for a Page Plus Activation/Setup. 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.My the number associated with my Page Plus plan that I went through NTelos to activate is ###-###-####. Thank you for not publishing my contact information and clarifying this in a separate email. Regards,[redacted]

Business

Response:

Please have Mr. [redacted] contact me at ###-###-#### I can not locate his information with the ###-###-#### in our system. I am out of the office this afternoon and will be back at 9am tomorrow if he can contact me between the hours of 9am-2pm I can resolve the complaint.

Consumer

Response:

I have contacted the number given twice. Once on Thursday and again today. I left a voice mail when I called today and am still waiting to hear back from the contact.Regards,[redacted]

Business

Response:

I called the customer back yesterday and got a busy signal all I need is the mobile number or account number for the NTELOS account to issue a refund.

Review: On December 20, 2014 we called Ntelos to cancel our contract in Feb 2015. We were 11 days into our current billing cycle. Ntelos turned our phones off immediately and still demanded for us to pay them for the full month. Per their own agreement, they are entitled to be paid for the full month for non payment, (not the situation) or if we cancel the contract effective immediately (also not the situation). We did not cancel at that time, we were trying to cancel in February. They just arbitrarily turned off our phones.Desired Settlement: We want to only owe our bill from the first day of the billing cycle until Dec 20, 2014, when Ntelos turned off the phones.

Business

Response:

The resolution for this is that we credited off the entire balance owed which was $211.99. I called and spoke to [redacted] with this resolution and she agreed with it. I would like to request this complaint to be closed. Thank you

Consumer

Response:

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

Regards,

Review: Called Ntelos on a bill dispute

Was told how much credit was to be given. Now the credit does not match what was told to me. It is far less than what I was told. They have done this twice on 2 different occasions on issues and say it is just a qoute. They have recorded these conversastions as well told me I could not get a copy unless supenaed.Desired Settlement: I just want the credit I was told I was getting.

Business

Response:

Customer has received a total of $242.21 in credit for being quoted old Ncontrol rates , late fees and credits promised in March but not issued. Here is the break down of credit applied to account below. I will issue a remaining credit of $23.79 as a one time courtesy to customer, in future customer must be aware that there is a process for disputes and NTELOS will only credit what was actually billed so quote given before dispute resolved could be diffrent.

6/28 $10

6/28 $10

6/28 $10

7/2 $117.71

7/1 $90 grand total of $242.21 which cleared customers past due balance and brought him current

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: Was told by the customer service rep that they would buy out my cell phone contract in full. All I was to do would be call [redacted] wireless and state that I was disconnecting my service and to bring Ntelos my last bill with the disconnecting charges and that ntelos would pay them in full. None of this actually happened. I brought them the bill for 544.72 and they said then I was to pay [redacted] wireless this amount and that they would give me 220.00 credit on my bill. I asked why this was going to be handled this way and was told this is the way they handle the buy out process. After this I paid [redacted] wireless the full amount. The credit to my account was to be processed that day, however the paperwork was lost. I am currently on active duty in the navy and was sent away for 32 days for training. After returning I went to Ntelos wireless to dispute this and I was told I had past my date for turning in the documents and that I would not be given any credits. Also have called numerous times trying to change my bill due date. Every time I have called they said they do not see any such forms or requests on my account. I am truly upset that a company of this size would be allowed to continue services in this manner.Desired Settlement: I would like to return all phones to the company and have the disconnect fee waived so that I will be able to go back to [redacted] wireless and start a new contract with them.

Business

Response:

Mr. [redacted] is faxing in copy of invoice from [redacted] once we receive Buy out your contract credit will be applied. If customer does not remain active with NTELOS for 6 months buy out credit will be reversed, so customer must remain active with NTELOS through Feb 2014.

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]s

Review: My husband and I have our phones through Ntelos. I talked to my mom and their bill for 4 phones with unlimited data was only $180, and I thought it was crazy that they had us paying $150 for only 2 phones with unlimited data. This month, in order to do some Christmas shopping for our girls, I called to cancel our automatic payment so I could pay on a different card without causing an over draft in our bank account. The customer service rep I spoke with assured me that the payment would not come out. Lo and behold, after I had done some Christmas shopping, the bill came out, causing our account to go negative and costing a huge overdraft fee. I called the customer service line back, and of course, they said they couldn't do anything to reverse it. I decided to change our plan to try to save us a little money considering that we have a 2 year old, a 7 month old, and the third due in April. I confirmed that the plan we changed to would only cost $110 for both phones. When I got the next bill, it is $132, which is a huge deal considering that for an unlimited data plan was $150 and for only 2gb shared data it's only $18 less, which I didn't know before I changed our plan. When I called about the bill this last time, the customer service rep said that the person I talked to the last time didn't give me all the details but that there was nothing they could do to fix it. It seems to be a recurring theme that they make a mistake and refuse to do anything about it at the cost of their customers. The $70 overdraft fee cost us half a months worth of groceries. We are barely skimming by, and I tried to explain that, but they don't care so long as they get their money.Desired Settlement: All I want is a refund for the $70 overdraft fee, which would not have occurred if I hadn't been lied to about the automatic payment being canceled. I'm not even worried about being lied to about the plan change as I will be canceling service as soon as possible, but it is important to know.

Business

Response:

Will apply a $70 credit to customer account as a one time courtesy. Any future issues with returned payments will require a bank statement.

Consumer

Response:

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

Regards,

Consumer

Response:

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

Regarding my complaint from December, I have waited 2 billing cycles for the credit to appear in either account, and it has not. What now?[redacted]

Business

Response:

I spoke with [redacted] husband) and advised him that I was showing that on 12/22/14, we responded to the Revdex.com advising that we would do a one time credit of $70.00 to cover the returned check fees. The credit never was applied to the account. I applied it to their phone account today and procided them with the new balance due and the party was happy.

Review: November of 2014 I purchased an account with 4 lines under the EIP plan which says after 12 months you can turn your phone in and upgrade for a new one. I originially purchased an Iphone 6 which I did not like and took it back a few days after purchase and turned it in for a LG G3; I did this within in the 15 day guarantee and also paid the $50 restock fee. It has come time for me to upgrade after paying $23.34 a month for 12 months. I went into the [redacted] indirect store on 12/30/15 to do my upgrade; was there for at least an hour; was then told she ([redacted]) couldnt do it so she sent me to the corporate store on [redacted] rd in [redacted]; I was there at least an hour and [redacted] couldnt do it either; It appears there are two MEID numbers attached to my phone number [redacted] and no one knows how to get it out; I've called customer service, I've called customer loyalty, I've filed a complaint on Ntelos facebook account, in which I have no resolution. I have been calling on this daily and have no resolution. A "trouble ticket" was filed with some mysterious IT department and according to them they couldnt fix it either. I am now working with a store manager by the name of [redacted] at the [redacted] RD location. All I keep getting from him is he's working on it but doesnt know when it will be fixed. I have paid my bill. I have been promised a exchange for paying on the phone for 12 mo and no one knows how to get this accomplished. I refuse to continue to wait on a resolution that may not come and be left on the back burner like an unimportant customer. This company appears to have to no empathy for their members and doesnt care if I ever get my upgrade, I could simply go somewhere else but I have paid for a service and expect to receive it. I know and Ntelos knows I dont have 2 phones. They also know I dont have customer provided equipment and they know I dont have that Iphone!Desired Settlement: I either want my upgrade ASAP without waiting another day or I want all of my $23.34 Payments I have made to[redacted] the EIP plan refunded to me ASAP. I want someone in Ntelos capable of completing this process to call me and I want some type of compensation for the time and dissatisfaction I have experienced. I want my fees and taxes waived once the process is complete.

Business

Response:

I called the customer and conferenced the store mgr in with us. The mgr advised that her issue has been resolved and she is going into the store this afternoon and renew and her her new phone. I request this case be closed out.

Review: I purchased 2 phones on 12/27/14 with a $100.00 deposit later when reading over the contract I read that if the phone was used in a area that was roaming over 50% of the time you would be terminated from their service,the agent failed to inform me of this, I called nTelos customer service and they advised me to return the phones since I lived and worked in a roaming area, after having the phones 5 days I returned them (1/2/15)to nTelos at the [redacted].and had to pay $100.00 restocking fee I later filed a Revdex.com complaint and got a resolution that nTelos had to return my money ($100.00)which they did refund. Now nTelos has turned a bill into collections for $100.00 saying I owe them,I am receiving calls everyday from the collection agency wanting payment..don't understand how I owe them anything since nTelos themselves advised me to return the phones and I was refunded the $100.00 restocking fee.

Product_Or_Service: 2 cell phones

Account_Number: transaction [redacted]Desired Settlement: Correction to a credit report

that I DONT OWE nTELOS and stop the collections and erase from my credit report

Business

Response:

I have tried to contact this customer a couple of times and had to leave a voicemail message each time. I have not gotten a returned phone call. After researching this issue, there is no record of this customer paying a $100.00 deposit when she began service. The amount owed to us is from a past due bill. I request this case be closed.

Consumer

Response:

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

I had the the 2 phones for 5 days and had to return them upon the advise of Ntelos customer service because of not having their service locally and the agent not telling me I would be terminated at a later date for phones roaming over 50% ,,I had to pay a restocking fee of $100.00 which I thought was unfair,,I was refunded that amount later by complaint case # [redacted] Revdex.com of Southern Piedmont Inc. Charlotte NC [redacted] -mediation specialist,,, I should not be charged $103.48 for 5 days of service and it being sent into collections,,,

Regards,

Business

Response:

According to the notes on this customers account, we issued her a credit of $100.00 on 1/18/15 to assist the customer with the issues that she has had. No further credit would be given. I request this case to be closed out. Thanks

Review: I was notified that Ntelos would be leaving my service area beginning in June 2015. At that time, all customers were advised that they would need to switch to a new service provider in our area or lose service completely in September 2015. I switched my service over to [redacted] the first week of April 2015. Now, I am receiving a bill from Ntelos in the amount of 90.35. They are advising that I owe this outstanding balance, while, I contend that I do not. I paid my bill for Ntelos on April 6, 2015 in the amount of 200.84. So, my account should have been at zero at that time. So, I am not sure why they are still trying to collect this 90.35. It is very unfair and unprofessional that an organization would force it's long standing customers to leave and then create an additional financial burden on the customer. I was with Ntelos for over fifteen years and I am appalled at the treatment I am receiving now that they made a business decision to pull out of our market.Desired Settlement: I am requesting that Ntelos adjust my bill and write off this amount of 90.35 they claim I still owe on my account which was terminated on April 4, 2015.

Business

Response:

I emailed this customer today regarding her complaint. I advised her in my email, that the final balance has been credited off. Nothing more is owed on this account and I request this case be closed.

Review: Ntelos is leaving our area. We decided notification via mail from ntelos in February or March that they are leaving the area, they have an exclusive agreement with [redacted] for current ntelos customers (termination fees waived). The letter states that if we stay with ntelos we may see decreased service as on June. We went to [redacted] to inquire about new service. I occasionally work from home and CANNOT afford decreasing service - so we wanted to be ahead of the game. [redacted] informed us that we aren't even IN their service area and they could not do anything for us. We then contacted ntelos again to advise this and asked for them to agree to waive our termination fees ... which are $350 per line, a total of $700. They refused to help us. Told us we had to wait until September and then our fees would be waived. But that's all they could do. I pointed out to them that WE aren't choosing to leave ntelos, THEY chose to leave and are forcing us to go to a new service provider that THEY chose. We were all for going to [redacted] but unfortunately our rural area does not get ANY service from [redacted]. We could not wait until September and cross our fingers that our already below par service wouldn't diminish per their letter, as I work from home and need phone and Internet service. We have begged and pleaded for our termination fees to be waived. Their response was for us to find a new carrier that buys out contracts. We didn't break our contract with them. THEY broke our contract and it's only fair In our situation that they waive our termination fees.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Waive our $700 termination fees

Business

Response:

I spoke with the customer this morning. I offered her 3 solutions. 1) Go with [redacted] and all ETR would be waived. She said that she contacted [redacted] and they told her they do not offer service in her area. 2) Wait until 6/1/15 to port/cancel her service with us and all early termination fees would be waived, she advised she port her numbers to [redacted] last month. 3) Inquire with [redacted] to see if they would but out her contract, she refused that offer also. Unless the customer would take advantage of one of the three offers, the early termination fees would not be waived and all charges are 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.

They have still refused to waive the termination fees and told me to go to a provider that pays for the fees for us. This is absolutely unacceptable. Their other option was to wait until June ... again this is not going to help when my service was subpar as it was, and the fact that we already were forced to switch carriers a month ago due to the possibility of decreased service which I cannot afford due to working from home. The last option they provided was going to [redacted]. Which I cannot do. Anyone can contact [redacted] or look up the coverage map and see we have ZERO service with [redacted]. They wouldn't even attempt to sell us devices.

Regards,

Review: Ntelos Smartphone unable to use 1 1/2 yrs left on contract Switched in Dec from [redacted] to Ntelos due to their "BUY OUT OF CONTRACTS". They SUPPOSEDLY "buy out" your contract from another carrier .. I was told I would NOT have another bill from [redacted] after giving them my last termination bill from [redacted], however I still continue to receive billing from [redacted]. I have a HTC ONE V phone (phone cost 1 cent on their plan) I have had constant problems from phone and made many trips to store and many phone calls to Customer Service. Store Reps consistently tell me how slow phone is running and "reset" the phone. Customer Service tells me I need to go to store and speak to rep. Phone is covered on a 1yr warranty. I can send phone out for this "1yr warranty repair" .. which I am told will take at least 1 month to repair, local store has 1-2 loaner NON-SMART phones which if I am lucky I might get one. I currently PAY for smartphones on my plan. If I do not get a "loaner phone" then I wont have a phone during this repair period. Customer Service states I will need to sign a paper before phone is mailed off stating I will pay to have phone repaired if not covered under warranty? REALLY? Phone costs at min $120 ..I have asked them to swap the phone for a phone of equal value, they say they can't do that. At this point, I can't use the phone- can't make calls/receive calls/text/had to delete apps.. I am paying for a smartphone .. yet can't use any of those services. I still have 1 1/2 yrs on this contract. I have asked to be released from contract, but told they wont do that either. I don't even get service at my home. I had none of these issues with [redacted]... and none of the hassles.Desired Settlement: I need a smartphone to work (I am paying for this) - I need phone service at my home (I am paying for this) If this can't be accomplished I want to be released from my contract WITHOUT any termination fees.

Business

Response:

Customer worked with Customer Loyalty and did a $50 in house claim and swapped phone out to a LG optimus. I will also issue a one time courtesy credit of $100 to account.

Consumer

Response:

After MANY attempts to resolve the problems with the HTC ONE phone I have, numerous attempts to solve the problem over the phone and thru tech support in the NTelos local store, thru emails ... someone from NTelos contacted me and the only offer he would make me is for "ME" to pay $50 to get another phone thru NTelos. What choice did "I" actually have? I had NO phone ... the HTC ONE was NOT working at all .. and NTelos would NOT give any solutions or let me out of this dreadful contract. I would certainly NOT recommend NTelos to anyone. Regards,[redacted]

Business

Response:

NTELOS applies the BYOC credit to the NTELOS bill up to $125 per line the customer will need to pay [redacted] out of pocket. The customer is given this information at sign up.

Consumer

Response:

The NTelos Rep whom I dealt with upon signing up for service in December 2012 "[redacted]" told me several times NTelos would pay my [redacted] last bill or termination bill. I questioned this SEVERAL times. It sounded too good to be true. He told me all he needed was my last [redacted] bill with the termination charges on it so he could copy it and I would not receive another statement from [redacted]. There was also another NTelos Rep who also stood right beside "[redacted]" and every time I made him repeat that NTelos was really going to pay my last [redacted] bill termination bill completely - he agreed. He said they had been doing it for everyone and that was the concept of "Buy out your contract" which NTelos is famous for. I continued to receive statements from [redacted] .. plus I was paying my NTelos bill and did NOT have a phone which worked nor did I have service at my home and still don't have service at my home. Regards,[redacted]

Review: Bought an iPhone 5c on May 20, price advertised was $370 including $79 prepaid account discount $449-$80) We specifically asked if that was the price for the 8 GB or the 16. We were told it was for either one, so chose the 16. The next day we realized that we were charged $470. Called the store and were told again that either the 8 or the 16 GB phone was $370. Went into the store & were told that it was a misprint, the 16 GB is actually $100 more, and it will take a couple of days to work out, but we will receive a refund or a credit for $100. Never heard back, called nTelos customer service, said they would email the store manager and area leader. Never heard back. Went to store again, were told again that yes, the mistake was theirs & we were overcharged, someone will get back to us in a couple of days. Received one call from store manager [redacted] saying they were working on it & someone would call in 1-2 days. Never heard anything else. Filed a dispute with credit card company, who granted us $95. A few days later phone service was suspended pending a payment of, you guessed it, $95. Called corporate, said they cannot do anything but offer us $10 credit. Offered to return phone & be done with it, they said that will incur $50 restocking fee.Desired Settlement: We want nTelos to honor the advertised price and give us the promised refund

Business

Response:

I spoke with the customer today, and advised her that we would be mailing her a check in the amount of $100.00. 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 moved out of the area that I live in ([redacted] the first part of this year). There was not any form of notification that they were moving out of the area. I had been a long term Ntelos customer since 2004. The only way that I found out that they had moved was that my phone was having technical problems & thus was not working properly, thus when I took the phone to the store where I had purchased it, it was closed, I attempted another store in [redacted], (there had been several) & thus the same result. Upon contacting the company via 611 in Waynesboro, I was informed that they had moved out of the area & I had not been notified in any fashion. The customer rep. stated that I would have to travel out of the [redacted] area in order to have my phone looked at. This to me was totally unacceptable, esp since I had never been notified that they were leaving the area. Also I felt that I had been a loyal, long term customer. Being that my only phone is a cell phone I immediately went to another cell phone company in the area and purchased a plan thus obtaining a cell phone that worked. Ntelos insists that I need to pay the cancellation fee, of $350.00 since I left the contract which in essence is not true. I need phone service and Ntelos left the area in which I not only lived but had purchased the latest phone from. I contacted my attorney and he suggested that I contact the Revdex.com so this is what I am doing.Desired Settlement: Ntelos had turned this matter over to a collection agency and more charges have accrued. This is totally unacceptable. I do not want to have to contact my attorney again re: this matter but I am prepared to do this if this is necessary. Your help in resolving this matter would be greatly appreciated.

Business

Response:

I spoke with this customer today. Since he ported his number out on 1/8/15, the only offer that I can extend at this time, is for him to inquire with his current carrier if they are offering a Buy Out Your Contract offer. He said that he refused to do that. I request this complaint to be closed out.

Consumer

Response:

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

The representative from a Ntelos stated that I was informed in advance of their action i.e. Moving out of the [redacted] area, this is not true. I was not informed of this in any fashion. He also stated that since it was now turned over to a collection agency they (the collection agency) would be dealing with the matter. Once again extremely poor customer service from a Ntelos

Regards,

Business

Response:

At this time, I do not have nay further offers to present to this customer. I advised him when I spoke with him that since he Ported his number out over 6 months ago, the only offer I have would for him to check with the carrier he went with to see if they would Buy Out his Contract. Without them doing that, no further credits would be added to this account. I request this case to be closed.