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Connex
Posts: 22 |
 
Tue Mar 20, 2007 9:09 am |
Risk Management also known as, the fraud department of Nextel. That department is suppose to close the account out for, identity theft if im not mistaking.
I saw a customers account that was under fraud, BUT, it was not due to identity theft, if was because CSR's credited the account 5,000 dollars through out 6 months, BUT, when the credites where applied they all where for valid issues, and the account was closed.
I could'nt help the customer out because, you all know when the account is flaged for fraud, we have to transfer the customer to the person, who is handling, the customers case. I wish i could of help the customer out, because it was not right how that happened.
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Tue Mar 20, 2007 10:08 am |
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ok . so whats your question?
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Connex
Posts: 22 |
Wed Mar 21, 2007 9:27 am |
it was not right for the customers account to be closed down, due to to many credits being applied, when the credits where applied to the account, they had to be approved by a manager, so there was not a problem there. But the fraud department, says no the customer is bot getting the account.
QuestionL How can he fight the issue, when he tries to call in, he has to be directed to fraud, but, who does he go to after the fruad department says no, and no manager or supervisor would talk to him. To try to get the account back, open, he even tried to talk to the corporate office, and they would not help.
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elmo01
Posts: 2186
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Thu Mar 22, 2007 11:05 am |
in your other post
http://forums.mobiledia.com/topic57346.html
you described it as your account. now it is someone elses.
in any case. the Risk management (fraud) department has determined that the account is worthy of a closer look as a result of the high dollar amount of credits.what is being scrutinized is WHO has added the credits and WHY. THEY will determine validity.not the representative or the customer
most likely its a company policy. I would venture a guess that all carriers would have similar policies.
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Connex
Posts: 22 |
Thu Mar 22, 2007 11:57 am |
the account is mind i was just putting it as u in my shoes and iam being the agent, anyway.
The account credits where valid, they had to be approved by a manager, some credits, where for, phone returns, phones not being in the box, they had to credit my account, because, my phone didnt work for a week they had credited my accoubnt 400 dollars for call forwarding, i mean they all where for valid things, i see it as, if i was not valid, why did the manager approve it, i mean i cant even get sprint or nextel because of this, how em i getting in trouble due to a CSR crediting my account, itws just not right, i dont understand.
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WebDunce
Posts: 178 |
Mon Mar 26, 2007 10:07 am |
You were credited 5000$ within 6 months? how much have you SPENT on your cell phone service in 6 months?
What I can't believe is that you are amazed by this. If you had a business, and your secretary handed out 5000$ in credits to one of your customers, wouldn't you want to have all calls from THAT customer forwarded to you personally.
No worries, though. If all your credits were valid, the fraud team will be able to research them and you probably be vindicated. I recommend working closely with them and not getting angry.
--William
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WebDunce
Posts: 178 |
Mon Mar 26, 2007 10:19 am |
| Quote: | | my phone didnt work for a week |
So, presumably, you weren't able to use it, then. This means that you were not able to incur any charges with it. What charges did you ask to to be credited back for this issue? Why were you credited for this?
| Quote: |
they had credited my accoubnt 400 dollars for call forwarding |
Do you mean that you were charged for call-forwarding when you didn't use the call-forwarding feature? That's the only way you can get a valid credit. Otherwise, the credit was invalid.
The fact that a rep or supervisor issues a credit doesn't make it a valid credit. Credits are valid only when issued for valid reasons. The only valid reason is a billing error. That is, if you were charged in error.
If you call in merely upset that you must pay 400$ for call-forwarding and they give you credit, then they have issued an invalid credit, and you are the one who pressured them to do so, possibly causing one or more of them to lose their jobs.
--William
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WebDunce
Posts: 178 |
Mon Mar 26, 2007 10:26 am |
Connex,
Why would you want an account with them. They are obviously a horrible cell phone company and cant do things right if you needed 5000$ in credits in 6 months time.
Or is it that you hate to see such a sweet deal go --i.e., the ability to make 5000$ in 6 months by pressuring a few reps and supervisors?
--William
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Connex
Posts: 22 |
Wed Mar 28, 2007 9:35 am |
| WebDunce wrote: | You were credited 5000$ within 6 months? how much have you SPENT on your cell phone service in 6 months?
What I can't believe is that you are amazed by this. If you had a business, and your secretary handed out 5000$ in credits to one of your customers, wouldn't you want to have all calls from THAT customer forwarded to you personally.
No worries, though. If all your credits were valid, the fraud team will be able to research them and you probably be vindicated. I recommend working closely with them and not getting angry.
--William |
I spent between 900- 1,000 on my cell phone bill. through out 6 months, and about the call forwarding. My phone didnt work for a week, on the first two days my phone didnt work, i called nextel and said forward my calls to a different number, and they told me that i will be billed 20 cents per monite for call forwarding untill my phone gets fixed, but for the inconvience, they will wavied up to 2,000 minutes of it, which will equal too 400 dollars, and thats the thing with that issue.
The reason why, i wanted to keep nextel because, my account was set up in such a way that i dont think no customer can get. First, ive gotton a number of upgrades, i went form a i265 to a i560 to a i870 to a i930, and the thing that was so sweet was that i didnt pay for all those, Nextel gave me those for free, the only phone i paid for was the i930, but this is where it gets good, my contract was allways set back, to a one year, i have the free incomming plan, with nights at 6 pm, but still my contract stayed the same.Ive called nxtel and have had reps tell me that a angel has bless my account because they dont see how i got all this done on my account. I had all the benefits of a two year under a one year contract, i mean u ca't go no better then that. Plus I had a ASL account and still got phone for free from nextel, i mean i was cellular heaven to me.
Plus when they credited my account they where for reasons for example, i called up Nextel one day because i was gettin a phone from retention, and i had the agent on the phone, and i told her to tell what they tracking number is of that order. (at the time my phone was having issues with crosstalk, and i would here other people on my phone) While she was telling me the racking number of the phone,a girl and a guy bump on my ine and start cursing, the guy calls the girl a bitch, and the agent not knowing, that my phone has crosstalk from time to time, she though that i called her a bitch and she hung on the phone on me, and she canceled out my account on purpose. I called nextel about it and thay credited my account for the etc, then they credited the account for the inconvience a month of service. Issues like this, is why they credited my account so many times, and the fraud department does not see that, they just see 5,000 dollars,oh , close the account down, they need to separte credits on the account, one for bill errors and some for curtousey, because most reps allways judge the book by its cover, they never , read the book to see how it got to the title.
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WebDunce
Posts: 178 |
Wed Mar 28, 2007 3:15 pm |
Connex,
You say you spent about 1000$ on your cell phone service throughout 6 months. This means you made 4000$ in six months. Nextel lost 4000$ by having you as a customer.
You also got several free phones. These phones cost Nextel several hundreds of dollars.
So Nextel lost more like 5000$ in six months just because YOU became their customer. Why do you not understand that Nextel does NOT want to do any more business with you? Would you continue doing business with a customer that made you lose 5000$ in 6 months?
courtesy credits are almost always invalid credits. reps are given the ability to give courtesy credits, but they are invalid credits nonetheless. Reps are allowed to do this to satisfy irate customers, even though we have no contractual obligation to do so, just because for 50$ or 100$ we may get to keep a customer who pays 150$ per month, every month. if the customer calls in every month, though, pressuring us for invalid credits, he becomes an unprofitable customer for us to have.
credits are only valid when you are credited for actual billing errors. for instance, if you were charged for call-forwarding but did not use call-forwarding, then when you call in asking why you were billed for call-forwarding when you never used it, then the credit you would recieve would be valid.
however, even though the nextel agents agreed to credit back 400$ worth of call-forwarding charges, the credit was invalid, because, as you state, you used call-forwarding. the fact that the phone didn't work is irrelevant. you used call-forwarding, you were billed for call-forwarding, but you didn't pay for call-forwarding.
the fact that the phone didn't work meant only that nextel needed to either replace the phone or assist you with getting the phone to work, it did not mean that they owed you 400$ worth of call-forwarding, though you pressured them into giving you such a credit.
you are skilled at pressuring Nextel agents into issuing you invalid credits (and free phones, too). Nextel loses lots of money by doing business with you and has decided not to do business with you anymore.
surely you understand they do not want to do business with you. if you owned Nextel, would you want to have yourself as a customer?
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