Reachout Wireless
Complaint 79674 Details

January 25, 2012 I purchased 2 unlimited plans (26.50 each) for two months, January 25, 2012 to February 25, 2012 and February 25, 2012 to March 25, 2012. Well February 24, 2012 I was unable to use my phone because I did not have minuets available. So I called Reach Out Wireless and after speaking with numerous representatives as well as supervisors, I was told that there were some technical difficulties and that I would receive my service within 12 hours. 24 hours later I still had not received the service that I paid a month in advance for. I called yet again and spoke with another supervisor who apologized for my inconvenience and assured that my service would be active. I accepted his apology and asked if I could receive inconvenience minutes so that I would be able to use my device. He offered me 10 minutes which was unacceptable for a period of 24 hours. After 30 minutes of negotiating I received 60 inconvenience minutes on my account. I accepted. February 25th, 60 minutes and more than 24 hours later, my unlimited plan was still inactive. I called, a third time, spoke with more reps, another supervisor and finally a senior supervisor. I yet again explained the severity of my concern, I also explained that not only do I use this phone for personal use but for business purposes as well. I expressed how important it was that I be able to make and receive calls because this is how my supervisor contacts me for work. Zack, the senior supervisor, apologized and assured me that he would personally handle this situation and everything would be taken care of by Monday February 27, 2012. He also told me that he would personally give me a call by Monday to let me know that everything was finalized and that my plan was active. I informed Zack that I had put my trust into the previous reps and supervisors that I spoke with and have yet to be satisfied. I had completely lost my trust for this company. Zack said that I could trust him and that he would take care of everything. He offered me 100 minutes, yet again for my inconvenience. I accepted and we ended the call. I checked to make sure the minutes were placed into my account and they were there. I felt like Zack really cared. About and hour later I received a call from Zack who said "Ms. Congress your unlimited plan is now active, I have taken care of this issue" I thanked him repeatedly and expressed to him how appreciative I was to him for going above and beyond to make me feel like a valuable customer. I was happy that this issue was finally taken care of. February 26th I received a text from my supervisor but when I tried to respond to the text it was undeliverable. I then received a text that said "you have insufficient funds" I tried to place a call and I got the same response. I could not dial out because I did not have enough minutes to place the call. So I could not respond to my supervisor. I am livid. My unlimited plan, that I paid for in advance, was removed from my account without my knowledge nor an explanation. I was lied to and I was taken advantage of. It's now Sunday and I have no way of speaking with a supervisor at Reach Out Wireless because they are closed today. So I am forced to wait another 24 hours before I can speak with someone and start this entire process over again, in hopes that I can finally receive the unlimited plan that I have ALREADY PAID FOR.