Business ProfileforAffinity Cellular LTD

My personal experience: I will NEVER recommend this cellular company to anyone. I recommended Affinity to the health org I work for medical staff. But, my experience has changed this decision as well as my own to want to continue service. I tired them due to being a AAA member. The beginning was rough due to incorrect charges on **** & disputing my **** so many times. I will say the billing department was very nice about following up & correcting errors/providing a credit. Called cust service this eve due to a previous paid charge saying 'restore service.' I don't recall my service being disconnected. In fact, the amount the **** said was due was actually paid on time. I called to ask about that payment & the rep was very rude & unprofessional. He put words in my mouth that I did not say stating, I was asking for a credit on my current **** that he wasn't going to give. Accused me of not wanting to pay my **** & said, "you need to pay your ****". He admitted he couldn't see my entire billing profile but just kept saying you need to pay your current ****. I asked to be transferred to a supervisor/lead cause he wasn't answering my question. He refused to transfer me to anyone & said no supervisors/leads were in the office. I asked that he escalate my concerns to the billing **** by sending a message. He refused to do that saying he has answered my **************** wasn't a need to do that. I stated that he did not answer my question. He stated I needed to be more specific with what I was asking. I said I couldn't get anymore specific than what I already said. I pleaded with him several times to send a message to billing. He said if I wanted to speak with someone else I need to hang up & call back. I called back & explained to the next rep what had just transpired being unsure what notes was in the system about me. He stated that he couldn't see everything & the process is to escalate the call. He sent a message to billing. Now awaiting a response. Too much to go thru!

Reviewed the customer account and listened to phone calls with the customer. The Customer did speak with a Lead and this lead explained the bill to the customer. However, since the customer had trouble getting in contact with a lead/supervisor, Affinity Cellular has credited the customer for one month of credit to reflect on the next invloice.

Response from Affinity Cellular February 2023 states they listened to the calls and states that I did speak with a Lead rep and the bill was explained to me. I am not sure what calls was listened to but the rep I spoke with initially did NOT identify himself as a lead. It took 2 calls and at least 2 emails before I spoke with a wonderful supervisor in the Billing dept. She represented the company very well. She listened to what I was saying so she could have an understanding of what I was seeing on my bill so she could explain the matter. She researched several bills before replying so she could provide me with the most accurate information. She also disputed the (rude) reps claim that I did not pay my bill. I shouldn't have to beg anyone to help me when I am the customer paying for the service. Affinity Cellular also states that they gave me one (1) month's credit because of the difficulty I had contacting a lead. This is untrue unless I have a credit on my upcoming bill. According to my receipts and email from the billing supervisor, the credit came from money I had already paid because my plan was changed to a lower cost plan and it was backdated two (2) months. Thus, the difference between the plans was credited back to me because it had already been paid for. This was all broken down in the email sent to me. Thus, I was not given a credit from Affinity Cellular to offset the rude behavior of the rep and difficulty I encountered. While I still have the service for very basic use, it is not my everyday phone or main service provider. Unfortunately, I still would not feel comfortable recommending this cellular provider, particularly to vulnerable individuals or anyone who needs this as a main phone line. The billing supervisor was exceptional and did call me when I requested a call from her in my email so we could discuss the matter one-on-one. For that, I am truly grateful.

The credit will be on your next invoice that will drop on Febuary 23rd.