June 12, 2009
Cannon Pew
2111 W. Grayson Ave.
Anaheim, CA 92801
(714) 910-35-39

To whom it may concern;

Back in December 2008 I decided to change my mobile phone provider. I wanted to have my phone number ported. I requested with my new provider (Metro PCS) to do this. Metro PCS declared a problem-they stated that HELIO would not release my phone number. After speaking with several representatives at HELIO we got to the bottom of things. HELIO stated that Metro PCS was incorrectly requesting the port. Metro PCS redid the request 3 times to no avail always stating that HELIO was refusing to release my number. I finally gave up and decided I no longer wanted my phone number ported, and I would take a new phone number from Metro PCS.

My last usage of the HELIO phone number and service was on 12/29/08. On this date, I called HELIO and requested my number to be cancelled. At the time I was told it could only be cancelled if I paid my current bill of Dec. 4-Jan 3. I was told that after they received my payment it would be canceled per the request in the notes. Further, I was told I would have a one week refund and my bill would be prorated, and that I could expect a refund check in the mail once I paid the bill. I agreed to do so and sent in a payment for $104.15-You can see it was posted to my 3-4-09 statement. After I paid the bill I believed my account would be cancelled as stated; it was not.

When I received the statement for 3-4-09 I was confused because it still showed a balance due. I called and was told HELIO was being taken over by Virgin mobile and that there was a lot of confusion in the record keeping. I told the representative my story, I was transferred several times, each time having to retell my story until I got to someone who said they would cancel it and would work on making sure I was cleared of charges. During this month, I also received a collection bill from AllianceOne. I called them and told them I was still dealing directly with the company and they agreed to no longer send bills. (I never received one from them again).

5/11/09 I received the statement date 5/4/09. I was floored! I could not believe this was still going on! I called at 5:38pm and was on the phone for more than an hour; until 645pm!!! Once again I was transferred and retransferred every time having to tell my story over and over and over and over and over and over and over…get the picture? I started out with Andres in customer service who could not do a thing but make me tell him my story and transfer me, so he transferred me to Jimmy #632742 who refused to let me speak to a manager in his department, then I was transferred to someone at the “Hotline” who refused to give me her name, then I went to Nick in Tier 2 (800) 527-3690; I told him of my ordeal and how long I was on the phone; here there seemed to be some hope, he said it even looked as though HELIO owed me money!!! He explained the merging of HELIO and Virgin mobile was causing a lot of chaos and many customers where having my same problem. He said he would note my account for all that I had just gone through, however, he said he could not help…he transferred me to Nadine #8113 who was also very understanding, but guess what? She couldn’t help either!!! She tried to transfer me to AnnMarie, her manger, but my call would not transfer, she tried several times, even physically going to her desk, AnnMarie was no where to be found, Nadine promised she would get to the bottom of this! She said she would note my account that I have been trying to cancel and she would leave AnnMarie a message to cancel and ZERO out my account.

6/12/09 I received yet another bill statement date 6/4/09. Once again I spent more than an hour trying to rectify the situation. I started out at customer service as usual, she couldn’t do anything as usual so she transferred me to Katrina who transferred me to Kyler in Tier 2 #632284, he stated that he was going to transfer me to someone who would cancel it for sure, and then he could work on my account. I was transferred to Yalitza #H091who after some convincing that Kyler needed this done first so he could complete his work was indeed able to cancel my account…success??? She then transferred me back to Tier 2; Kyler was unavailable so the representative; whose name I didn’t get refused to do anything, demanded payment of the entire $573.06 balance and threatened to send me to collections…

I am at a loss, I have diligently and patiently tried everything in my power to rectify this situation to no avail.
I need help, the stress, anguish and time lost are wearing on me.
I can not and will not be responsible for the problems encountered as your merger progresses.

This matter needs to be resolved immediately!!!


Cannon Pew