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And here's why:
A year and a half ago, when I moved from one home to another 50 miles away, I went to my local Alltel and requested a market transfer for my cell phone, in order to get a local number and a more relevant area of coverage. They did give me a new number, but they didn’t cancel the old one! Hence I’ve been paying for 2 accounts for 18 months! I discovered this and called them in late March and spent about 3 hours on their customer service line explaining my problem to twenty different people before finally reaching someone in financial services. She listened to me and promised me that her supervisor would call me back. I was never contacted.
It doesn’t seem incredible that a communications company with more than 12 million customers in 26 states could make the mistake of assigning two accounts to the same phone. Mistakes happen. However, it does seem incredible that such a company, upon being informed of the error, would choose to ignore it. I gave them 8 weeks and then wrote icy letters to everybody but God. I wrote to the head of financial services, and cc’d it to Alltel’s CEO, the president of the FCC and the Better Business Bureau serving Arkansas (Alltel’s home state), including copies of the bills I had received, copies of my cancelled checks, and a statement detailing exactly what I wanted ($386.32 in cash, *not* credit and the extra account terminated) and when I wanted it (immediately, fuckwits).
Today I got a check for the full amount and a groveling letter!! WOO HOO!
<does victory dance>
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