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Review 3/4/2011
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Complaint as filed with the CA Attorney General’s Office:
On December 15, 2010 my stepson went into this store and accessed my Verizon Wireless account without my permission.
The salesperson (Jorge Cruz, JR., Agent code: 7239601) advised my stepson that this telephone was eligible for an “upgrade”. He talked my stepson into purchasing an “LG ALLY VS740” cell phone thereby extending my contract without my permission. Mr. Cruz further informed my stepson that he was not signing up for “web” services although he included them in the contract.
My stepson never informed me of this transaction.
On January 15, 2011 I received my bill from Verizon Wireless reflecting a charge above the norm in the amount of about $65.00. Immediately the next day just after 6:00 AM January 16, 2011, I contacted Verizon Wireless customer service to inquire as to the unauthorized charges and the extension of my cell phone contract. They (Verizon Wireless) informed me that because the unauthorized transaction was made without my permission, if I were to return to the store they would “unwind” the contract.
That day I went into the Go Wireless store and verified that they would unwind the contract. They confirmed this but said that only their manager could perform this action and that he was not in for a couple of days. I then left the store expecting to return when the manager was present.
Knowing that they would not take the cell phone back without all of its original packaging, it took one day to retrieve the packaging from the possession of my stepson’s friend. I further called the store to speak to the manager and once again verify that they would unwind the contract. He agreed.
The following day the store manager was not in and I agreed to return the following day.
That day (January 19, 2011) I returned to the store to speak with the store manager who identified himself as “John Lucky.” Mr. Lucky then advised me that since the transaction occurred more than 30 days prior that he would not unwind the contract. However, I never learned of this unauthorized transaction until January 15, 2011 and made all attempts to take action promptly. In fact, Verizon Wireless had advised me on day 32 that they would unwind the contract. Still, Mr. Lucky refused. In fact, when I asked to speak to his supervisor he informed me that he refused to do so because his supervisor was in a meeting (I am sure that he could have found someone of authority to speak with me but, again, he refused).
Since the original sales representative convinced my stepson to forge my name and enter into a contract under my social security number I considered this situation an act of “misrepresentation,” “conspiracy to commit forgery” and “identity theft.” Because of this and Mr. Lucky’s refusal to adjust, I immediately called the Temecula Police Department to intervene.
While awaiting their arrival, I called Verizon Wireless customer service who immediately agreed that the contract should be unwound and proceeded to do so. However, My Lucky still refused to adjust for the purchase of the phone itself.
When the police arrived they interviewed us both. They then informed me that this would be a civil matter which was out of their jurisdiction.
Please note that Go Wireless’ documentation shows that the contract must be signed by the sales representative to be binding. Above this signature is the statement: “I have verified Customer’s ID/applicable auth. Docs.” It is not signed on my copy but I am sure that either the digital signature or a “hand-written” signature performed after the receipt of this document would make the transaction official. However, Mr. Cruz, in fact, never verified my I.D. (it WAS NOT me) in order to procure this transaction.
My complaint: Go wireless blatantly and illegally misrepresented their products and convinced an unauthorized person to enter into a contract under my identity without my permission. Further, Go Wireless’ management refused to adjust what I view as an illegal transaction. In my opinion, their sales and management practices are misrepresented, unethical and illegal. Further, these individuals and Go Wireless should be reprimanded, dealt with legally, imposed punitive actions, be dismissed from their employ and otherwise sanctioned and/or penalized.
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