Complaint / review text:
This morning, I purchased a Pay As you Go package from VM at a cost of $50 for 1,000 minutes at. 05 cents a minute. It was paid by a debit card, so within minutes, the transaction was complete. I was working from home and needed these minutes to make my outgoing calls for the day. After 250 minutes, my phone was cut off. I logged on to the website to see the account activity to see what was happening and realized I was being charged. 20 cents a minute. I immediately called the 800 # to get the situation resolved.
The 1st person I spoke with said, "No problem, we will credit back 945 minutes, " as I had a roll over balance as well and this was the difference at. 05 cents a minute. They said it would take about ten minutes to process. I asked for a name and they refused saying company policy is that they cannot provide their names. I asked for an ID # and she said she didn't have one. After 45 minutes passed and there were no credits on the phone, I called back to see what the status was. I asked to speak with a manager right away this time and was told no. A woman said, "I see that the credit has not processed yet." She would take care of it for then and it would be for 700 minutes!
I asked how it went from 945 to 775? She tried to tell me some story that I did not specify that I wanted 1,000 minutes. I said, "Your brochure says Pay As You Go 1,000 min. For $50 /. 05 cents a minute, that is what I purchased." The website even said before the purchase to buy more minutes, pay less per minute. That is what I did. I demanded to speak with a supervisor, and she told me to hold and hung up on me. I called back a third time and demanded right away to speak with a manager, and a man identifying himself as Hector refusing to give his last name said, "I can't do that or I will be fired. Let me help you."
So I explained the situation and he said, "Hold on, I will talk to my manager." He came back and said, "We can only credit 700 minutes!" I said, "This is not a negotiation. I purchased and paid for 1,000 min. And that is what I want!" I then tried to get further information to contact someone else. The following are the questions I asked and Hector's response's:
1) What is your last name? - I can't give that to you.
2) What is you ID#? - I don't have one.
3) What location are you working in? - Chicago, IL.
4) That is a false statement because I am looking at the web right now and there is no such location. Are you at the New Jersey Headquarters? - Okay, okay I am in Central America.
5) Where specifically in Central America? - Nicaragua. 6) What is the phone number to your headquarters for complaints? - I can't give that to you.
I am writing this complaint at 5:31 pm and the first call was made at 1:03 pm requesting my credit. There is no credit as of now.