SunCon should be their name
Written: Jan 15 '02
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Pros: Got the phone for free, (well after a lengthy fight for a promised rebate)
Cons: Customer Service is TERRIBLE, Bills are never right if you use over 300-400 minutes.
The Bottom Line: It is terrible. They don't care and you will get a different answer everytime. Hope you like to sit on hold.
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| jholley32's Full Review: General Reviews of SunCom Customer Service |
SunCom... where do I begin. My local coverage area is Memphis, TN but I didn't think it would be fair to put this under the Memphis subtitle since it is the national customer service people that are so bad.
I purchased two phones with a plan that consisted of 400 anytime minutes and Free incoming minutes. The cost of this is $35.00 + $10.00. The phone cost me $40.00 but I was given a rebate form that was supposed to get me my money back, yeah right. In the end I did get 1/2 of the rebate money.
I have paid the $12.50 a month to cancel my contract on one phone already and after they fix my current phone's bill I will cancel it, so you can see what I think about this company.
My problem began when on my first bill I was charged for $52.00 in TRAVELING charges. Knowing that the phone had never left the Memphis area I called in to SunCom Customer Service (1-877-WE-R-DUMB). I was informed by a customer service rep that I must "have left the area". What!!! Anyway, I looked over the bill and called back again. This time the customer service rep said that the bill was just listed incorrect and the $52 was for going over the 400 anytime minutes. Stupidly I accepted this explanation and paid the bill.
Next month I was charged $62 in TRAVELING charges. The exact same thing happened (I was told that I must have traveled, then told that the bill was just listed incorrectly). This time I added up the bill by hand. I had 838 incoming minutes (free on my plan) and 435 outgoing minutes (35 @ $.35/min = $12.25). So I should have been charged $57.25 but was charged $107.00!! I called customer service and told them that my incoming minutes were not being counted properly, M.Scruggs said she would print out the bill and call me back in 72 Hours (wow that is a slow counter). 80 hours later no call, so I called customer service again. This time Van said she would get in touch with M.Scruggs and one of them would call me back. No call back.
Next, Berry Sullivan said he would review it and call me back. I did receive a call back and a voice mail on my phone from Berry and he said he refunded me $19.00. He didn't explain anything though about what the refund was for. I called customer service back about 15 minutes after the message from Berry. They "couldn't locate" Berry. I asked the lady on the phone to explain the $19.00 refund. She had no idea how the amount was calculated. I told her my problem, and she explained how sometimes 'outgoing' calls will show up as 'incoming' on the bill but are really 'outgoing'. WHAT! She then pointed me to examples, some of which I couldn't remember, but I did know of two calls that she said were really outgoing, but I KNOW they were incoming.
This has happened every month so far in my contract. When I looked over the first bill again it showed that it was overcharged also.
If sometimes Excess minutes are listed as Traveling and sometimes Outgoing calls are listed as Incoming calls how can anyone ever understand what they are being charged for? Every customer service rep told me something different and pretty much didn't care about anything.
I have another customer service rep "reviewing" my bill today. He said he would call in 72 hours........we'll see. I have moved my family's cell phone business to Sprint PCS and would encourage others to avoid SunCON at all costs.
Recommended:
No
Amount Paid (US$): 250
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Epinions.com ID:
jholley32
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Reviews written: 1
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