Complain about a product or service

Net10

Alice of Broxton, GA May 27, 2009

They will not issue me my refund of returned merchanidise as promised verbally. My acct was charged 21.34 4/9/09 for merchandise i returned as refused via fedx, 4/10/09, as I was advised to do by Net10. Net10 signed for it 4/17/09 at 9:17am. Five phone calls later, and on 5/27, I still am without my refund. Seems each time I call NET10, I am told something different.

Alby at Net10 promised to follow this through to my refund and she told me as soon as homeoffice responded to her email, she would get back with me. I told her home office might never call her and inquired what she would do for me to insure my refund would not be bottlenecked at the home office. She assured me she would follow through. My last conversation with NET10 was 5/25. I have not had a phone call from Alby. I did have auto email the next day, the 26th. I feel I am lost in limbo land.

It isn't so much the money as it is the principle of this issue. They don't delay in charging a customer for goods and services. Why the huge delay on refunding? Especially if the item has been returned under their own advisement?

ROBERT of PORT NORRIS, NJ May 15, 2009

Earlier in the day I tried to make several phone calls from my cellular phone and was not able to. I came home and checked my e-mail to find e-mails dating to Saturday that Net10 has disconnected my service. I had paid for my service to June 18, 2009. This is the third time that Net 10 has done this to me.

I proceeded to call Net10 and spoke to a female customer service rep and after a lengthy conversation I was transfered to a male technical support agent who after some time fixed my issue with my phone.

The technical support agent told me they would refund me 5 minutes of my air time to replace the time it took to test my phone and he spoke to his supervisor who said that I will be reimbursed for the 9 days that my service had been disconnected. The gentlemen told me that it was their fault that this had happened and it will take 15 minutes for my time and service credit, that wat at 3:00pm May 15, 2009.

At 5:30pm or so May 15, 2009 an Ellie from Net 10 had called my home phone and I asked her why Net 10 has not made the promised credits to my account.

She denied everything that was promised to me and told me that Net10 will do not such thing. I want Net10 to make good on their promises to me!

Doralyn of Longmont, CO August 6, 2008

I purchased a NET10 LG Phone package/300 free minutes at Wal-Mart Store 5370 in Longmont Colorado on July24,2008. About 10 :00 am that morning I called the provided number to have the phone activated and have my current # transferred to that phone. Between that day and August 4,2008 I contacted their Customer Service 3 times by phone and Technical Support 3 times by E-mail.

At 5 pm on August 5,2008 I gave up in frustration and returned the phone to Wal-Mart for a refund. AT 3:30 pm on August 6,2008 I E-mailed their Tech Support and cancelled the issue.

Robert of Port Norris, NJ August 2, 2008

Robert of Port Norris NJ (08/02/08)
On July 2nd, 2008 I purchased a Motorola C139 cell phone as a gift for my fiance. Upon receiving the phone it was noticed that the phone would not turn on or even charge. When I complained to Net10 about it they offered to send a replacement phone; I agreed. When I received the replacement phone it was a Nokia 1600. I called to complain about the phone and that I had expected a replacement Motorola C139 as I was never asked if I wanted a different phone.

After an hour on the phone with them and being bounced around over 5 times to several different people and departments they then promised to send me a Motorola C139. When I received that phone, it was once again another Nokia 1600. I called Net10 again and demanded a refund and complained about the phone they had sent. They tried to tell me that the Motorola C139 was no longer available. They also told me that for me to receive my refund I had to pay to send all 3 phones back with a company that provides a tracking number. I had also checked their website.

the Motorola C139 they told me is no longer available can be purchased online and it does not say unavailable or out of stock. I sent all the phones back and called them on July 25th to confirm they received the phones. When I asked when I would received my refund they told me 3-5 business days. It is now August 2nd, 2008. I have once again called them about my refund and they once again told me that I'd have to wait for my refund.

With the promised gift not being what it was supposed to be upset my fiance so much she was crying. I now have to wait for the refund from Net10 to buy her a phone that she likes from another provider. I no longer do my business with Net10 (or any of their affiliates) and changed my cellular service to another provder. I feel that they bait and switch their customers (and I was no exception) and then they play games for you to recieve your money back.

Tammy of Reading, PA August 1, 2008

Son wanted a new phone that would allow him to play/download ringtones. We were switching from Verizon wireless prepaid because his phone was limited. We chose net10 and the Motorola W375 because it allowed one to "download ringtones, graphics, etc." Upon trying... we were told it's only from Net10.com. A net10 customer may not download from other third party companies. Browser only allows access to net10 at 1.00 a minute.

It takes nearly 5 minutes to get anywhere through the phone's browser. Option 2: Go to www.Net10.com to view and download rightones. NOT!. After entering serial and #, get a net10 generated webpage that says sorry there seems to be a problem.

Spoke with Net10 three times. They have reset the master reset, entered some numbers, run diagnostics, registered the phone again and again. Yet when I put the information into Net10 I still get the same msg. One C.S.R. said maybe it's my computer. My computer does not create Net10 webpages. I can't understand how constantly focusing on the phone will change the access that is being granted through their website. I feel deceived. They didn't specify "ONLY" NET 10 and even when you attempt to do it in a more cost effective manner, you get "oops, sorry". Frustrating, agrevating and extremely disappointing. Can't see paying through the nose for a teen's phone... that's why we chose this.

To have their CSRs then tell me to get new ringtones, graphics and more I can simply go to www.net10.com before hanging up... just pisses me off more... A single ringtone or graphic could end up costing someone 5-8 in search time, 2.50 to purchase, and 1-4 dollars in download time. Flat out rip off.

Analee of Creston Bc, OTHER March 18, 2008

We bought the phone from Walmart with the understanding we could call nationwide like it says on the phone packaging. We called the net 10 operators 10 times with the promise the phone would be activated so we could make business calls to Canada. Every time we called it says the same thing: the call could not be made. We took it back to Walmart in Yuma. The clerk tried, and the same thing happened. The clerk said there was nothing she could do. We feel this is false advertising, and we would have looked at other options. The sole purpose of purchasing the phone was so we could make a business call to Canada at a reasonable cost.

We found it very frustrating and confusing because we did everything we were told to do and got nothing but a phone that doesn't work, with 600 hundred minutes on it. Walmart is selling a product under false pretenses and Net 10 is not standing behind their product, leaving customers unsatisfied. We hope something can be resolved and to wait to hear from them.

Sabrina of Brooklyn, NY January 21, 2008

Sabrina of Brooklyn NY (01/21/08)
I purchased a 30 Net10 Wireless phone card around 11pm 1/18/08, added the pin code, and received a message saying my minutes were added. I tried to use the phone around 12:30 pm on 1/19/08; my phone read 0.0 minutes. When I got home I contacted customer service and told them what happened. I was told I was going to get my minutes back, but the department was closed. I was to use an interaction number and call back on Monday when they were open.

I called back, and they would not issue me my minutes or a refund. Nor would they tell me what happened to my minutes. I want either my minutes or my 30.

I spent 30 for nothing, and I am in another state taking care of my mother. Meanwhile all my jobs and other business is tied into this phone. My house phone calls were forwarded to this phone, any important call has this number, and now I can't receive the calls or make any calls. This is ridiculous. All they can tell me is to purchase another card. I want to know how my minutes just disappeared.

Mary of East Chicago, IN December 5, 2007

I have a major problem and I need a very quick reply. I have a Motorola C139. Last week, I think it was on November 27, 2007, I had 90 minutes left on my phone. And from one minute to the next I suddenly had 0 minutes. I did not use those minutes. I called the Net10 company immediately. I spoke to a gentleman named Luis who was so nice and spoke to his supervisor to get me my minutes back.

He at first wanted me to buy a new phone, but I told him it was working fine and that I didn't need a new phone. I just needed my minutes back and to keep my number because I was searching for a job and I needed to be reached. They returned the 90 minutes to me. I was very surprised and thought "what a great company".

Then early today, December 5, I knew I had 55 minutes left and when I picked up the phone to see if I had any messages, I noticed it was down to zero again. I was so furious because you see, I have been filling out applications and sending resumes out with this phone number, 312-480-0913. Now how am I going to get any calls for interviews if the minutes were taken from me?

I know the card I had purchased from Net10 expires on 12/15/07 and that I had 55 minutes left, and that the phone was in perfect working order; I could make calls, receive calls, send and receive text messages.

So when I called Net10 again the customer service rep Carissa Johnson said that I had to buy a new phone because the phone is defective and it was the cause of the minutes going down to zero. I wanted to speak to her supervisor however, she stated that Carolyn Goodrich was not available and that the only thing I could do was to purchase a new phone and they would return the 50 minutes to me at that time.

I was angry because I purchased the phone in June of last year but I only have used it for approximately 3 and 1/2 months and the phone is in like new condition. I had left the country for 1 year and it was in a clean dry location all that time and I have never dropped it and it has never gotten wet. I reactivated it on October 15, 2007and the card is good until December 15, 2007. So I proceeded to call Motorola.

At Motorola I spoke to Miriam 351209, and her supervisor Nehuen. They are located in Argentina. They specifically told me that the telephone is not the cause of the minutes going down to zero. Nehuen told me that it was the phone network that was causing the phone to go down to zero not the Motorola phone.

I feel as though this is the way Net10 makes money - making people buy a new phone, blaming it on the manufacturer, so that they can make more money. I should not be forced to purchase a new phone to get my 50 minutes back. Please help.

Candace of Clayton, OH July 3, 2007

Been on hold a total of 210 minutes trying to get minutes uploaded from a prepaid card purchased onto the Net 10 phone. No one knows what they are doing. They keep repeating the same steps repeatedly and getting nowhere. You aren’t allowed to call from the Net 10 phone, you have to call from another phone so that puts minutes on your other cell phone. They can only help you supposedly during daytime hours so it is daytime minutes. The customer service people BARELY speak English so it is very hard to understand them. I wasted 89.00 for a phone and 30.00 for a prepaid card that is NON-refundable.

Timothy of Bristol, VA June 13, 2007

i try to place order about two months ago and they said my card was declined twice and it wasnt they got approval codes and i filed complaint w/b.b.b. after 2nd complaint and corporate office called me and resolved it by sending me a phone free,well i thought the problem was fixed by now so today 6/13/07 i tried to order a nokia 1100 phone w/300 minutes for 21.25 total at www.net10.com and it says my card was declined again and the bank paypal says they did give them authorization and now i have to wait 5 days for my authorization to drop off again.

net 10 asked for my card number to look up where i tried and said my card number has never been used in their system and it has and i can prove it by my bank.so i was going to file another complaint with the better bussiness bureau but i see it dont seem to get things fixed,cause according to the b.b.b. this companies membership with the b.b.b. has been suspended on 6/1/07 pending with the board of directors.this is a phone company and they have governmnet standards to go by and i feel they are a very poor company and have serious problems.

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