Complain about a product or service

Planetfone

Chris of Paradise, CA August 12, 2009

I rented a phone with a European SIM card for my daughter. She used the phone each day on her trip to keep in touch. Each call was from 3 to 10 minutes long. We received our billing statement and were floored to find a bill for a 180 minute, 423.00, call to our home. Obviously, no 180 minute call was ever made. I am not sure what happened. I know we hung up after our usual short talk. She swears she did the same.

I contacted PlanetFone. They agreed to look into the matter. After several weeks, they reported that their billing information was accurate and that they had double checked their records. They offered a 200.00 rebate (in writing) as a "good will" gesture. I thanked them, meaning to accept the offer and take a lesson learned. In my reply to them about the offer I let them know that I was still unhappy though about the situation and that given the outcome, I could not recommend their services or products and that I would probably contact the company who recommended PlanetFone (AAA) to let them know what had happened. Upon receipt of my e-mail PlanetFone e-mailed me and reversed their offer. I have not heard back from PlanetFone since.

Although the personnel I dealt with at PlanetFone were polite and professional, their response to the situation was poor, and, I feel reflects a poor business philosophy in general.

I feel that the fact that they offered a 200.00 refund and then immediately reversed themselves when I stated that I was still not happy about the overall outcome was very poorly considered if not downright illegal since they put that offer in writing.

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