Contact 13 helps solve complaint about cellphone provider

Daniel Gutierrez

Contact 13 helps solve complaint about cellphone provider

CREATED Mar. 21, 2013

Las Vegas, NV (KTNV) -- Most of us never go anywhere without our cellphone. And nothing is more annoying then when one of your calls suddenly goes dead.  

"It was tough. It was really, I had to walk around the house to get a signal," says Matt.
You can imagine how frustrating that was for Matt Archuleta. It was back in November when he signed a two-year contract with a new company. 
"The coverage was really bad, shoddy," says Matt.
He had paid more than $300 for a brand new smart phone. In addition to the dropped calls, he wasn't getting text messages either. So after a couple weeks, he called customer service, to see what he could do about getting out of his contract.
"They said I fell under the buyer's remorse contract, and I could return the product and not get charged the early disconnect fee," says Matt.
So he mailed the phone back to the company. This UPS receipt shows it was delivered and even signed for. But when he called the company, they had a different story.
"There was no record of it. And I was like you guys got to have it. I sent it through UPS," says Matt.
He was told he wouldn't be reimbursed for the cost of the phone. And now, he'd have to pay for one month of service, plus the early termination fee, adding up to more than $300. Matt says he fought with the company for a couple months, but in February his account was sent to collections.
"They were forwarding my phone calls to the creditors, so the creditors could collect the money, and they weren't going to have anything to do with me any more," says Matt.
That's when he decided to reach out to our Contact 13 Call for Action volunteers. And about 10 days later, Matt says he got a call from the cellphone provider.
"Not only did they give me a refund for the phone, they wiped out the remaining balance that I had on the contract," says Matt.
That's a total savings for Matt of more than $700. And Matt says he couldn't be happier.
"I was like I can't believe Contact 13 did it. The little guy won this time," says Matt.
So here's the Contact 13 bottom line. Always keep your paperwork and receipts for any major purchase. And like Matt, when shipping something important, it never hurts to pay a little extra to insure your package is delivered. Matt had a tracking number, which helped him prove his phone had been delivered to the company.
And if you're having trouble with a business, contact our Call for Action volunteers at 368-2255  between 11:00 am and 1:00 pm, Monday through Friday.