Cell phone industry not making any new fans on clarkhoward.com

People love their cell phones, but hate their cell phone providers. The Better Business Bureau now reports that the cell phone business has received more complaints than any other industry for 3 consecutive years. There are now 22 states with bills in various stages of consideration or adoption all seeking to establish a cell phone users' bill of rights. The response of the cell carriers has been to spend millions to fund lobbyists who are trying to get rules bent in the industry's favor. Why not just fix the bad business model instead? We're not talking about dropped calls here; we're talking about those rotten 2-year contracts. Clark is hard-pressed to find another country in the world that does these contracts.

For the longest time, the cell carriers argued that contracts were necessary because they helped subsidize the cost of cell phones. But this explanation turned out to be bogus; iPhone customers had to pay full market price for their phones, and then they were still forced into a contract! Clark has long thought consumers should be offered the choice to either buy a phone at market value with no carrier strings attached, or sign the 2-year contract with one carrier and get a free phone.

Meanwhile, all of the carriers are in cahoots with crooks. If you're not on an unlimited text messaging plan, they get paid every time you receive an unwanted spam text message. They're also ripping off teens (and their parents) by billing on behalf of third party carriers that offer ring tones and other premium services.

Why is there no movement in Washington, D.C., on the issue of a cell phone users' bill of rights? Simply put, the members of the U.S. House and Senate are in their Capitol Hill bubble. The cell industry is trying to get a preemption law that will make it illegal for any state to pass a rule governing the industry. Sounds like they're taking a cue from the airlines who managed to get New York's air passenger bill of rights overturned!

What others are saying

Cell Phone Rebate
I'm a Verizon customer who recently submitted a rebate for a newly purchased phone. I sent in all the required documents including the proof of purchase bar code off the box. Amazingly Verizon says I didn't send in proof of purchase so they can't send the rebate. Since I didn't make a copy of the proof of purchase bar code, Verizon will not provide the rebate. Has anyone else experienced this? Somehow I don't believe I'm alone.
By Katherine @ 07/30/09 05:55:56 PMreport abuse
NET10 no customer service
I purchased a Net10 phone online on July 11, 2009. They sent me a phone that was not able to activate. I call their customer servixe dept to report the problem and they said they would send me a new phone. They did send a new phone but it was not the phone I had ordered on their site. I called the CS again and reported to them that they had made a mistake and sent me the wrong phone (cheaper model). They said they would send me the right phone. As of today, July 27, 2009. I have not received my phone. I spoke to CS again and a supervisoer (supposely) and they said they would send me the right phone again. Promises, promises!!! I told them to give me their corporate office phone number because I am going to report it. My phone should have been in my hands at least a week ago even with sending out a replacement phone. I paid my money and I deserve to have product! Net10 may have good minutes rate but they have terrible CS! All of ther reps are foreign, so be prepared to repeat yourself over and over again!
By Charles @ 07/27/09 06:34:01 PMreport abuse
Tmobile
My family broke contract with Cingular(at the time) with termination fee and go with Prepaid T-mobile about 5 yrs ago. We are happy since then. At one time, my son who was 9 yrs old forget to tell me about his minute expiration date, so he lost 300 minutes. After that I keep reminder on my calendar every month to check on the balance. If it is going to expire you just add $10 and it will last for a year for Gold Reward. We don't talk much, it is the way to go. We live in Atlanta, Tmobile doesn't work well in Michigan but the best in Texas, even better than while we are at home in the wooded area.
By pocky @ 07/25/09 11:11:51 AMreport abuse
Verizon
They reported an account being "written off" to all 3 credit agencies & now my credit is "in jeopardy". But the charges are not mine-I think they are our sons charges but I had him put on his own account years ago. HELP!!
By Pam Hansen @ 07/13/09 03:55:16 PMreport abuse
Well
First thing is when you get cell phone carrier you need to read your contract! some sales associates dont know every single thing, they only know what they are told. Sometimes there boss isnt clear about that promotion. For getting a contract T-mobile has the best rate plans and ATT and Verizon are the same price. The only difference is that Verizon has Friends and Family and ATT has Rollover. If your getting a Rebate MOST of the time you havce to have an attachment added onto the phone. Walmart is a place where you dont have to worry about rebates ( and NO their phones are not refurbished, their phones are also covered for the same warrenty as the store too.) Sometimes sales associates will tell you LIES to not go to a place that sells phones for cheaper. The best places to get your service is SAMS club, Costco, and Walmart. Its the samething as if you were to go to a regular store. Stay away from stores that charge you a restockinh fee. Hope this helps
By unknown @ 06/23/09 09:49:43 PMreport abuse
T-Mobile rebate
I bought 2 T-mobile phones with $100 rebate each. I mailed my rebate and got a letter back 5 weeks later saying that i did not mailed the entired panel with the upc symbol (my mistake). I call T-Mobile customer service and they told me that they need it the entire panel.. I don't know why, the only number in the entired panel are the upc symbol. Yo make a long story short, they told me that thye were going to processed the rebate, but that in the future make sure to send the entired panel. Six weeks later i got another letter saying that i did not meet the rebate this time because i did not add a $15.99 service. When i call T-Mobile i expalined to them that at the store the salesman never told me about the special service, she told me that the rebate mentioned it. I told her that i did not read the rebate becasue the saleman told me all i need it for the rebate, which i got. Well after talking to 6 people in customer service and 3 in the rebate service, 3 disconnect calls I got no where. Customer service will transferd me to rebate ceter and they will tell me that customer service will help me. When i talk to customer service they will sent me to rebate center because they were the ones to help me this when on for more than 3 hours. I am out of $200
By Vanessa @ 05/24/09 10:47:34 AMreport abuse
t-mobile
husband deseased.nnow they bill me 200.00 disconnect fee when they were notified
By betty kelley @ 05/03/09 07:21:52 AMreport abuse
Net10 phones
Here is another area for concerns about cell phone companys. In March we dropped our Att&T and went to Net10 because Clark Howard reccomended them. I have had so much trouble with this company and spent hours and hours trying to work it out. Thought you should know so as not to reccomend them in the future
By Linda Ivie @ 04/21/09 09:56:23 PMreport abuse
National Home protection Warranty
I purchased a home warranty from National Home Protection out of New York on line I purchased this warranty from this company 7/2009. This company deducts money from my banking account every month but will not honor the contract. When you call this company they have a lot of bogus messages like they are uploading the system please call back tommorrow, I have also called and the phone was disconnected when you call in a claim they never send anyone out or they say the company doesn't cover the issue but I have a major coverage which is extra that should cover everything in my home that I clearly have in blsck & white I have filed several complaints with the better business bereau on the company with no results. THIS COMPANY WILL NOT EVEN RESPOND TO THE BETTER BUSINESS BEREAU. Upon calling the company and asking the representative his or her name they are refusing to give a name then they just throw a name at you, if you call back they will give you another name but same voice. If you ask for a supervisor they will tell you one will call you back but they never do. If you ask about cancelling your contract their is a $50.00 fee even though the contract is not being honored. If you ask for a refund memeber of management will call you back to which you will never receive this call. I have been ripped off by this company Consumers BEWARE.
By Lenora @ 04/21/09 10:46:57 AMreport abuse
Metro Pcs
I purchased my daughter a $250.00 cell phone from metro pcs it had been raining that week her phone stop working properly. I took the phone back to metro due to the fact it hadn't been a week and they told me it was water damage and theres nothing they could do. I have insurance on the phone but I was told I cant file a claim until I pay the first bill and thats when my insurance will be active. Also te customer service I feel because you are not under contract they feel they have the rite to mishandle their customers. I feel like I just walked up to a stranger and gave them $250.00 not to mention when you file a claim you have to pay a $85.00 deductible. So welcome to metro Pcs.
By Lenora @ 04/21/09 10:14:28 AMreport abuse
Texting
I just got off the phone with Verizon who tells me that I get charged for all texts sent to me whether I read them or not. I thought Clark had mentioned that only the ones you read you are charged for. This is worse than I realized. I never signed up for texting. Anyway they preceded to tell me they can put a text block on my account to stop this from happening. So why wasn't I told about this block 4 years ago when I signed up with them? Incredible, I am going with Metro PCS because Verizon doesn't earn or deserve my business!
By Lisa @ 02/23/09 05:53:24 PMreport abuse
T-Mobile Lousy customer service
T-Mobile has hired way to many new people and not provided training. They have messed up may account for the last time. 17 phone calls, 6 disconnects after long holds and still no results. Like Clark says, if you don't like what they do, dump them. I Did - my personal and corporate accounts and gone to Verizon
By Mary Green @ 01/28/09 10:12:21 AMreport abuse
Sprint Cell phone
I just got a cell phone from sprint drop call and also can't hold a charge I am having a hard time try to get sprint to get me another phone or release me from the two year contract
By Jesse Merritt @ 01/23/09 08:46:00 PMreport abuse
Verizon and Auto Add to your bill.
My wife and daughter both have PDA type phones but do not use them for internet access. My wife called Verizon to drop the added charge to our daughters account. They dropped the charge to her account but added the internet access charge to my wifes phone. Verizon is using a computer feature called Auto Add. This automaticly charges customers for internet and other services they think you need...if you dont see it on your bill they keep charging you and will only give you two or three months credit when you catch it. Look for these charges!!!
By Dave @ 10/10/08 03:27:25 PMreport abuse
Cell phone warranties
There is no such thing; read the language in the limited warranty. I liken it to "but , sir, my wheels fell off my car...sorry sir you moved the steering wheel." The joke is on us.
By David Haney @ 08/13/08 04:03:12 PMreport abuse
Cell phone industry not making any new fans
I travel throughout Europe and Asia, and the U.S. (our government) seems to be the only one supporting highway robbery. The Cell Phone Industry needs the wakeup call: “Bulls and Bears make money, but Pigs get slaughtered!”

Do you know of an available petition to sign to let Congress know that enough is enough? Basically, to stop the 2-year contracts, the charges on unwanted text messages (I received 3 yesterday), etc.
By David Ritchie @ 08/05/08 04:31:56 PMreport abuse
AT&T stopped sending an Itemized bill
Clark Howard recommends checking each bill to make sure wireless calls to a cell phone are legitimate. AT&T stopped sending me an Itemized list and just sends a summary. I have no idea how many calls are made or who I called and who called me. Are these crooks doing this so their third party friends can call my cell phone and I will not even know it?
By James Allee @ 08/05/08 12:11:42 AMreport abuse
ATT&T and Primary User on account
What's with ATT&T not letting me purchase a new Iphone because I am not the primary account holder, my husband is. He would have to go with me and give his consent for the purchase. What year is this? I waited in line to find this out at the last minute. They should at least post some very large signs.
By Joanne @ 08/02/08 07:44:35 AMreport abuse
cell phones and kids
they don't mix. the solution is to give them a prepaid phone and they have to pay to refill it from actually WORKING a job. try tmobile prepaid. generally good coverage and not bad rates either.
By brian @ 07/30/08 12:28:18 PMreport abuse
Ripping off teens (and their parents)
I don't know about all cell phone companies, but mine lets me block all text messages. Do that if you don't want to fund your teen's compulsion.
By Pat @ 07/30/08 10:39:40 AMreport abuse
Text message rip off
Cell phone carriers charging me to receive junk text messages would be like the US Post Office charging me for junk mail. Text messages should be free to receive but cost to send.
By Popp @ 07/30/08 08:56:33 AMreport abuse
cell phones
Prepay is the way to go-cheap too-no contracts.
By Grandpa Gene @ 07/30/08 08:14:49 AMreport abuse
Cell Phones
This may come as a shock to some people, but cell phones are not a necessity. The solution is very simple. As Clark would say: When a company does something you don't like, dump them.
By PJ @ 07/30/08 05:37:58 AMreport abuse
Ripping off teens (and their parents)
Cell phone companies are only ripping off parents in this case if the parents are stupid enough to pay for the teen's cell phone use.
By MLJHOUSE @ 07/29/08 04:25:11 PMreport abuse

Cell Phone Rebate

I'm a Verizon customer who recently submitted a rebate for a newly purchased phone. I sent in all the required documents including the proof of purchase bar code off the box. Amazingly Verizon says I didn't send in proof of purchase so they can't send the rebate. Since I didn't make a copy of the proof of purchase bar code, Verizon will not provide the rebate. Has anyone else experienced this? Somehow I don't believe I'm alone.

By Katherine @ 07/30/09 05:55:56 PMreport abuse

NET10 no customer service

I purchased a Net10 phone online on July 11, 2009. They sent me a phone that was not able to activate. I call their customer servixe dept to report the problem and they said they would send me a new phone. They did send a new phone but it was not the phone I had ordered on their site. I called the CS again and reported to them that they had made a mistake and sent me the wrong phone (cheaper model). They said they would send me the right phone. As of today, July 27, 2009. I have not received my phone. I spoke to CS again and a supervisoer (supposely) and they said they would send me the right phone again. Promises, promises!!! I told them to give me their corporate office phone number because I am going to report it. My phone should have been in my hands at least a week ago even with sending out a replacement phone. I paid my money and I deserve to have product! Net10 may have good minutes rate but they have terrible CS! All of ther reps are foreign, so be prepared to repeat yourself over and over again!

By Charles @ 07/27/09 06:34:01 PMreport abuse

Tmobile

My family broke contract with Cingular(at the time) with termination fee and go with Prepaid T-mobile about 5 yrs ago. We are happy since then. At one time, my son who was 9 yrs old forget to tell me about his minute expiration date, so he lost 300 minutes. After that I keep reminder on my calendar every month to check on the balance. If it is going to expire you just add $10 and it will last for a year for Gold Reward. We don't talk much, it is the way to go. We live in Atlanta, Tmobile doesn't work well in Michigan but the best in Texas, even better than while we are at home in the wooded area.

By pocky @ 07/25/09 11:11:51 AMreport abuse

Verizon

They reported an account being "written off" to all 3 credit agencies & now my credit is "in jeopardy". But the charges are not mine-I think they are our sons charges but I had him put on his own account years ago. HELP!!

By Pam Hansen @ 07/13/09 03:55:16 PMreport abuse

Well

First thing is when you get cell phone carrier you need to read your contract! some sales associates dont know every single thing, they only know what they are told. Sometimes there boss isnt clear about that promotion. For getting a contract T-mobile has the best rate plans and ATT and Verizon are the same price. The only difference is that Verizon has Friends and Family and ATT has Rollover. If your getting a Rebate MOST of the time you havce to have an attachment added onto the phone. Walmart is a place where you dont have to worry about rebates ( and NO their phones are not refurbished, their phones are also covered for the same warrenty as the store too.) Sometimes sales associates will tell you LIES to not go to a place that sells phones for cheaper. The best places to get your service is SAMS club, Costco, and Walmart. Its the samething as if you were to go to a regular store. Stay away from stores that charge you a restockinh fee. Hope this helps

By unknown @ 06/23/09 09:49:43 PMreport abuse

T-Mobile rebate

I bought 2 T-mobile phones with $100 rebate each. I mailed my rebate and got a letter back 5 weeks later saying that i did not mailed the entired panel with the upc symbol (my mistake). I call T-Mobile customer service and they told me that they need it the entire panel.. I don't know why, the only number in the entired panel are the upc symbol. Yo make a long story short, they told me that thye were going to processed the rebate, but that in the future make sure to send the entired panel. Six weeks later i got another letter saying that i did not meet the rebate this time because i did not add a $15.99 service. When i call T-Mobile i expalined to them that at the store the salesman never told me about the special service, she told me that the rebate mentioned it. I told her that i did not read the rebate becasue the saleman told me all i need it for the rebate, which i got. Well after talking to 6 people in customer service and 3 in the rebate service, 3 disconnect calls I got no where. Customer service will transferd me to rebate ceter and they will tell me that customer service will help me. When i talk to customer service they will sent me to rebate center because they were the ones to help me this when on for more than 3 hours. I am out of $200

By Vanessa @ 05/24/09 10:47:34 AMreport abuse

t-mobile

husband deseased.nnow they bill me 200.00 disconnect fee when they were notified

By betty kelley @ 05/03/09 07:21:52 AMreport abuse

Net10 phones

Here is another area for concerns about cell phone companys. In March we dropped our Att&T and went to Net10 because Clark Howard reccomended them. I have had so much trouble with this company and spent hours and hours trying to work it out. Thought you should know so as not to reccomend them in the future

By Linda Ivie @ 04/21/09 09:56:23 PMreport abuse

National Home protection Warranty

I purchased a home warranty from National Home Protection out of New York on line I purchased this warranty from this company 7/2009. This company deducts money from my banking account every month but will not honor the contract. When you call this company they have a lot of bogus messages like they are uploading the system please call back tommorrow, I have also called and the phone was disconnected when you call in a claim they never send anyone out or they say the company doesn't cover the issue but I have a major coverage which is extra that should cover everything in my home that I clearly have in blsck & white I have filed several complaints with the better business bereau on the company with no results. THIS COMPANY WILL NOT EVEN RESPOND TO THE BETTER BUSINESS BEREAU. Upon calling the company and asking the representative his or her name they are refusing to give a name then they just throw a name at you, if you call back they will give you another name but same voice. If you ask for a supervisor they will tell you one will call you back but they never do. If you ask about cancelling your contract their is a $50.00 fee even though the contract is not being honored. If you ask for a refund memeber of management will call you back to which you will never receive this call. I have been ripped off by this company Consumers BEWARE.

By Lenora @ 04/21/09 10:46:57 AMreport abuse

Metro Pcs

I purchased my daughter a $250.00 cell phone from metro pcs it had been raining that week her phone stop working properly. I took the phone back to metro due to the fact it hadn't been a week and they told me it was water damage and theres nothing they could do. I have insurance on the phone but I was told I cant file a claim until I pay the first bill and thats when my insurance will be active. Also te customer service I feel because you are not under contract they feel they have the rite to mishandle their customers. I feel like I just walked up to a stranger and gave them $250.00 not to mention when you file a claim you have to pay a $85.00 deductible. So welcome to metro Pcs.

By Lenora @ 04/21/09 10:14:28 AMreport abuse

Texting

I just got off the phone with Verizon who tells me that I get charged for all texts sent to me whether I read them or not. I thought Clark had mentioned that only the ones you read you are charged for. This is worse than I realized. I never signed up for texting. Anyway they preceded to tell me they can put a text block on my account to stop this from happening. So why wasn't I told about this block 4 years ago when I signed up with them? Incredible, I am going with Metro PCS because Verizon doesn't earn or deserve my business!

By Lisa @ 02/23/09 05:53:24 PMreport abuse

T-Mobile Lousy customer service

T-Mobile has hired way to many new people and not provided training. They have messed up may account for the last time. 17 phone calls, 6 disconnects after long holds and still no results. Like Clark says, if you don't like what they do, dump them. I Did - my personal and corporate accounts and gone to Verizon

By Mary Green @ 01/28/09 10:12:21 AMreport abuse

Sprint Cell phone

I just got a cell phone from sprint drop call and also can't hold a charge I am having a hard time try to get sprint to get me another phone or release me from the two year contract

By Jesse Merritt @ 01/23/09 08:46:00 PMreport abuse

Verizon and Auto Add to your bill.

My wife and daughter both have PDA type phones but do not use them for internet access. My wife called Verizon to drop the added charge to our daughters account. They dropped the charge to her account but added the internet access charge to my wifes phone. Verizon is using a computer feature called Auto Add. This automaticly charges customers for internet and other services they think you need...if you dont see it on your bill they keep charging you and will only give you two or three months credit when you catch it. Look for these charges!!!

By Dave @ 10/10/08 03:27:25 PMreport abuse

Cell phone warranties

There is no such thing; read the language in the limited warranty. I liken it to "but , sir, my wheels fell off my car...sorry sir you moved the steering wheel." The joke is on us.

By David Haney @ 08/13/08 04:03:12 PMreport abuse

Cell phone industry not making any new fans

I travel throughout Europe and Asia, and the U.S. (our government) seems to be the only one supporting highway robbery. The Cell Phone Industry needs the wakeup call: “Bulls and Bears make money, but Pigs get slaughtered!”

Do you know of an available petition to sign to let Congress know that enough is enough? Basically, to stop the 2-year contracts, the charges on unwanted text messages (I received 3 yesterday), etc.

By David Ritchie @ 08/05/08 04:31:56 PMreport abuse

AT&T stopped sending an Itemized bill

Clark Howard recommends checking each bill to make sure wireless calls to a cell phone are legitimate. AT&T stopped sending me an Itemized list and just sends a summary. I have no idea how many calls are made or who I called and who called me. Are these crooks doing this so their third party friends can call my cell phone and I will not even know it?

By James Allee @ 08/05/08 12:11:42 AMreport abuse

ATT&T and Primary User on account

What's with ATT&T not letting me purchase a new Iphone because I am not the primary account holder, my husband is. He would have to go with me and give his consent for the purchase. What year is this? I waited in line to find this out at the last minute. They should at least post some very large signs.

By Joanne @ 08/02/08 07:44:35 AMreport abuse

cell phones and kids

they don't mix. the solution is to give them a prepaid phone and they have to pay to refill it from actually WORKING a job. try tmobile prepaid. generally good coverage and not bad rates either.

By brian @ 07/30/08 12:28:18 PMreport abuse

Ripping off teens (and their parents)

I don't know about all cell phone companies, but mine lets me block all text messages. Do that if you don't want to fund your teen's compulsion.

By Pat @ 07/30/08 10:39:40 AMreport abuse

Text message rip off

Cell phone carriers charging me to receive junk text messages would be like the US Post Office charging me for junk mail. Text messages should be free to receive but cost to send.

By Popp @ 07/30/08 08:56:33 AMreport abuse

cell phones

Prepay is the way to go-cheap too-no contracts.

By Grandpa Gene @ 07/30/08 08:14:49 AMreport abuse

Cell Phones

This may come as a shock to some people, but cell phones are not a necessity. The solution is very simple. As Clark would say: When a company does something you don't like, dump them.

By PJ @ 07/30/08 05:37:58 AMreport abuse

Cell phone companies are only ripping off parents in this case if the parents are stupid enough to pay for the teen's cell phone use.

By MLJHOUSE @ 07/29/08 04:25:11 PMreport abuse

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Jul 29, 2008 -- Cell phone industry not making any new fans

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