Customer Service http://www.usdoj.gov/atr/cases/f205900/205969.htm
Today I called 1-866-290-0901 to add $20 to my cell phone account. After holding for about 8 minutes, a rep answered. Last month I attempted to add funds through their automated system, however, after adding the $20, a rep came on the line and appeared to be confirming the charge. However, when I checked my bank account, she had added another $20 which wound up being a total of a $40 charge rather than $20. I had to call back and, of course, it took forever to get through to a Manager, who did resolve the matter and apologized for the mishap and said she would speak with the rep. The Manager suggested in the future, when transferred to a rep, to make sure to have them verify the amount already recorded so they don't add it again. Anyway, so that is why I decided to bypass the automated system and speak directly to a rep. The rep answered the phone and I could barely understand what she was saying and had to ask her three times and finally figured out she wanted my phone number. I swear she sounded like she asked me for my last 4 appendages of my number. In the end she said she asked for my 10 digit number, which is logical, however, I would not put it pass any of them to have fun by asking something that makes no sense considering the lousy service. They know that they have the market pretty well tied up, and that is why there has been a civil action lawsuit filed in 10/2004, http://www.usdoj.gov/atr/cases/f205900/205969.htm
After an exasperating phone conversation with her, and thinking I was done, she says "please hold on while I transfer you to someone who can help you with that." This is after I have provided her with my ATM number, and she jumped off before I could get her name. Heaven forbid that they should identify themselves to you first. Well, I held on for another 10 minutes. Fortunately, I was at home and not in my car. I hung up and called back and asked to speak with a Manager. Another ten minutes. Then I decided to check my account only to find out that the rep had put the charge through already. Obviously, she just felt like having me wait to speak to someone else for no reason except to waste my time and be on some kind of power trip. I called back again and asked to speak with a Manager, only to be put on the phone for another 15 minutes. Finally, out of frustration I went to the internet to file a complaint online only to find out that "prepaid" services cannot establish an account and can only call to resolve an issue. We all know where that leads to. So, consequently, I find myself at "my3cents" to vent. I thank God that I only have a prepaid account, and in the future, will only buy prepaid cards so I don't have to call them. As soon as possible, I will change to another wireless phone service, if there is one to change to. That is why I am providing the URL to you all in regards to the civil action:
IN ADDITION, AFTER MAKING THE PHONE CALLS TO CINGULAR, I CHECKED MY ACCOUNT CREDIT. After the $20.00 had been added this morning, the account balance was $20.50. An hour later, it had dropped to $19.50. The only calls I had made was to THEM AT THEIR TOLL FREE NUMBERS. I doubt that calls made the day before suddenly were being charged for since every time I make a call, my phone tells me that the money has been charged for the call and my balance is lower. I THOUGHT CALLING THEM WAS SUPPOSED TO BE NO CHARGE? I would have appreciated being able to either call someone to ask, or send a e-mail, but there is no e-mail for me being a prepaid customer, and I refuse to contact their customer services department that has only proved to be frustrating, except for the one time I spoke with a responsible manager. So, in the end, who knows what our rights are since calling them to find out information usually only ends up being transferred into an endless zone of waiting which only deters one from wanting to call them to resolve an issue. We just become victims of what seems to be turning into a monopoly situation and a force that can treat their customers anyway they want.
Good luck to you all.