I was a Cingular Wireless customer. My husband and I both had phones. Well, the first month was the high bill, which we expected. It was just a tad bit above one hundred dollars. The second month bill was about $70, which is what we were expecting. Then came the 3rd bill, for almost $500!!! Now, I must tell you, that the few months until this was nothing but problems. I had to exchange my phone 4 times and my husband twice. Our phones went for 2-3 hours a day without functioning, mostly at the same time even when we were in 2 different areas.
I was forced to call 911 one day while my neighbor's house was being broken into, and my phone transferred my call to another states 911 dispatch - the 911 dispatcher told me to call my telephone provider regarding this, because they needed to fix it. I did call them, they claimed to fix it, but when my daughter was choking one day and my husband and I couldn't seem to get it up. I called 9-1-1 again and was again routed to another state. It takes several minutes to get transferred back to my state, and it was very scary. Luckily we ended up getting the object from my babies throat on our own or she may have died.
Cingular would never resolve any of their issues, and each time I had to call they would put me on hold for over an hour at a time. They didn't have good customer service at all, in fact, they were flat out rude at times. One day I even asked "so what your telling me is I have to deal with the fact that my phone rarely receives my incoming calls?" and the man responded "Yes" and hung up on me. I couldn't believe it!
Another problem was that Cingular themselves began text messaging me every day, asking me to call and confirm my billing information. I would do it, and then the next day they would text and ask me to do it again. Each time involved at least a 45 minute wait on hold, and they would tell me it was just a mistake anyway, so finally I just stopped replying to it, and they shut my phone off! So I had to call and wait on hold every day to be sure my phone wasn't shut off, and they wouldn't fix that either. This lasted until I received my $500 bill!
Upon receiving the bill, I called and asked them how it came to be so high, the woman simply responded "Do you want to cancel your service?" in a rude tone. I said yes, and they charged me $150 per phone to shut them off! It's been 6 months of fighting with them, and finally after making a report to BBB they were willing to take off the cancellation charges. I told them that I should not be responsible for my bill because their 911 dispatch didn't meet legal requirements, but they said there is no record that I ever made a 911 call - let alone 2 of them.
CHICAGO, ILLINOIS -- My problem started over a year ago, but I was unaware of it. Three month ago I had a problem with my internet service (SBC). At the end of the call I was told if I move my cell phone bill to the SBC billing I can save $5.00. So I told the rep to proceed. After two months had gone by, I called to see why my billing was not moved. I was then informed that I am still under the AT&T network. Over a year ago I received a letter to switch to Cingular Network, I responded, and got a new phone, moved all of my phone numbers to the new phone. Although I did everything I was told to do, I was not moved to Cingular.
The reps I spoke to stated I should have known this. Why would I know this when my bill comes in as Cingular, and when I turn my phone on it reads Cingular. The reps even told me I was lying about the letter I received a year ago regarding that I had to change from AT&T to Cingular. Now I have to get another phone to change over completely. When I was on the phone with a rep, the conversation was going nowhere, I asked for a supervisor, only to be given to another rep who stated they were a supervisor. I was promised everything I wanted.
When I was transferred, I was then told the person I was talking to did not have the authority to promise anything. I could not get any satisfaction until I came across your web site with the Cingular corporate phone number. I was told by them they can switch me over, I just had to cancel my account, get a new contract, and phone, and call back to have my account put back to a year contract. I was not promised anything more, no credit for my inconvenience for being lied to, or tricked a year ago.
Over this weekend my phone would not work at all, so I went to the store, got the new account. The rep was nice, but ended up keeping my old phone which I wanted. When I called back he stated my old phone would be given to a woman shelter. If my phone was broke, how could they give it to a woman in dire need. Today I called the normal customer service area to ask for the corporate phone number, they would not give it out. In fact the first rep I spoke to hung up on me.
The second rep did understand and stated she would have a manager call me back. The manager did call me back within two hours only to tell me he could not give out the corporate number. I then told him about this web site filled with complaints. He told me I would have to come back to this web site to get the phone number, which I did.
Lucky for me I kept your web site listed in the bookmark section of my PC. Cingular has very bad service, and will be moving my account over to another carrier next year. Most likely to Verizon, unless I see complaints listed on this site about them. Thank you for having the corporate number listed for Cingular, otherwise I would still be in the dark. Is there any companies out there that help their customers anymore, or are the all out the make a buck.
KENTUCKY -- I have read several complaints on Cingular, and in fact they rank #1 in complaints. Today, I have experienced the worst customer service ever. A little background: I have been a Cingular customer for almost 5 years. The first two were great, no problems that were not at least partly my fault, except for being on a plan that didn't exist and adding minutes which actually changed my plan without notice, I didn't like, but I got over it. Also, it should be noted that I use my phone for business and I'm not a $39/mo. customer.
So a few months ago, I had a phone die that was replaced under insurance. Within two weeks that phone died too, another replacement arrived. Within a month, that phone died as well. This time I finally complained that I've been through three phones in a month and a half. Also, all of the ringtones and what not that I paid to download from Cingular (not even another company) had been lost twice and I wanted some sort of compensation. They basically explained that's just the way it is. They did offer to ship the phone out next day air for free, something they've always done in the past anyway.
So the next day, I stay home to get the phone thinking it would be thereby morning. 10 o'clock comes, no phone, 1 o'clock, no phone. I waited all day and no phone ever arrived. I called the next day and they said they weren't sure what was going on with it and would have to check it out, but that it would probably show up that day. It never did. I finally went to a Cingular store and had a rep call in, as the only phone I have is my cell phone.
After a couple of puzzled looks, she hands me the phone (the store phone that she was talking on). The person at the other end of the line informed me that the phone hadn't even shipped yet and that it was marked for 5 day shipping and couldn't be changed. I said, this is the only phone I have, and I use it for work, what I am I supposed to do?
Again, the attitude was, that's just the way it is. I had to have a new phone so I was basically forced into another 2-year contract. A week went by and my old phone replacement still hadn't arrived. I called and a rep I spoke with was the only person I've ever talked to at Cingular that offered to do anything for me. They upgraded my old phone for me, but when it came in, only part of it was there!!!!!
Anyway, that's not even the worst part. I had a couple of months were I went over quite a bit so I upgraded my plan. Since they charge to do this, I decided to go with a 2000 min. plan and bank up some roll over minutes then I could drop back down. Recently my access to my online account manager had been disabled for no known reason. This took a couple of months to fix.
Today I found that it was working and went to change my plan. A note popped up that said if you go to a lower plan you will loose all of your roll over minutes over what the new plan offers. I called in and was told that this policy was enacted October 1st without notice. Any rep you talk to will tell you if you have just an occasional month where you go over, it's smart to select a very high plan, bank a bunch of roll over minutes then drop back down. You can easily make up for the charge to change plans (which also keeps going up without notice).
They force us into a lengthy contract, but they can change the terms of the contract in a very significant way without notice? Yes they can. What's more, I attempted to change my plan via the website last month and would not have lost 3100 roll over minutes, but as I said through the fault of Cingular, I was not able to. I would think that they could waive this policy in a case where the fault was on their end, but again the answer was NO, that's just the way it is. It's going to cost me around $200 to cancel my service early, but you can bet that I'm going to do just that. I can promise them that it will cost them much more than that.
My monthly bill is never below $100 and I have 22 months left on my contract so that, $2200 right there. It's unbelievable that you can't explain to them that they will be losing much more than it would have cost them to simply allow me to keep what I was told I could keep. If anyone could give me names and contact information on places to report them, I will report them to any agency who will listen. Feel free to email me.
CARLSBAD, CALIFORNIA -- I bought four cell phones, one for me and each of my 3 children. I picked "THE FAMILY PLAN", which was 'Unlimited, free cell-to-cell', so my family could call each other anytime without extra charge. All we would have to pay for was monthly fees and any "Other" calls we made. All was fine at the store. My first bill was wrong. They had inadvertently charged me for "Unlimited nights & weekends". So I had been charged for all the calls my family made to each other, which was a whole lot! When I called the store, they told me that they would call and take care of it.
The following months' bill was even worse. Evidently, the store where I signed up did not take care of it. I called customer service and explained what had happened. They were very rude. They said that they did not have a copy of my contract, and that I should fax them a copy. I faxed them a copy, and I never heard from them again.
The following month, the bill came, and it was the same billing, which was wrong. I called customer service again, explained the entire thing to them, again, and they told me that there was no record of my phone call to them the previous month, and there was no fax. I told them that I did fax the copy of my contract to them, but they insisted I was not telling the truth for some reason. They said they didn't receive any fax, and I told them that the person I had spoken to previously should have called me and told me if the fax didn't go through, as I had no idea. I assumed it had gone through.
The person I was speaking to acted like I was making the whole thing up just to get out of the bill. I said to this person, "Why in the world would I get free nights & weekends instead of free cell to cell, since the 4 phones were to keep in constant contact with my three children? That's why I chose the "Family Plan!"" I told them I was disputing the bill at this point until they could get it right.
Now 3-4 months later, I then went to the store where I signed up for my service and bought the four phones. I stood in the store and explained this entire mess to the girl working there. She remembered me from when I came in with my three boys. She told me that she would PERSONALLY fax a copy of the contract to the billing/customer service that day. She told me she would take care of everything and not to worry. The next month the bill came, and it was still wrong! I called customer service again, and they said that they never received any fax from the girl at the store, and there were no records of anybody calling.
By this time I was about to burst with anger! I called the store and asked for the girl that had "Helped" me the month before, to ask her what had happened. I was told that she no longer worked there! The 'Other' guy who worked there searched the entire store for my records. He could not find my file or a copy of my contract! Nothing! It was as if I did not exist! Apparently she had left no notes or information about my file. She obviously did not do anything to help me, and did not fax a copy of my contract.
Unfortunately, as I had recently moved, I could not find a copy of my contract either. BUT IF CINGULAR DID NOT HAVE A COPY OF MY CONTRACT, HOW WERE THEY BILLING ME FOR THE WRONG PLAN??? I called "Customer Service" again. They were always so VERY RUDE and EVEN NASTY TO ME! They treated me like I was some kind of SCUMBAG THIEF trying to get away with some kind of scam!
I am a SINGLE, DISABLED, MOTHER OF THREE! I have done everything in my power to fix this problem that THEY caused from the beginning! Not once have I been spoken to respectively, nor have I ever been actually helped by Cingular! They did not care if THEY GOT IT WRONG! THEY WOULD NOT DO ANYTHING. They told me, "IT IS YOUR PROBLEM AND YOUR BURDEN TO PROVE TO US THAT WE MADE A MISTAKE!!!"
None of the employees that I had spoken to had bothered to document any of my calls/inquiries to them. That's just plain LAZY workers! They finally disconnected my phones for NON-PAYMENT. Again, I told them that I was disputing the bill because they had billed for the wrong plan since the beginning. COULD THEY PROVE THAT "I DIDN'T CONTRACT FOR THE FAMILY PLAN?" COULD THEY PROVE THEY WERE BILLING ME CORRECTLY? NO!!!!!!!!!!!!!!!!!!!
Not only did they disconnect all our phones, but since they were also my regular house phone company, they turned off all the "Extras" on my house phone. No call waiting, caller ID, NOTHING! THEY EVEN TURNED OFF MY LONG DISTANCE CALLING!!! It has now been around 5-6 YEARS since then, and now they are suing me for over $11,000.00 worth of bills!!! They can see by looking at the physical bill that ALL THE CALLS ARE "CELL TO CELL" between my children and I. You would think that they would be smart enough to know, that if ALL the calls we made were "FROM CELL TO CELL" between the family, that I would have picked the "FAMILY PLAN!"
It became apparent that CINGULAR WIRELESS, known also as "SBC", WAS NOT WILLING TO ADMIT THEY MADE A MISTAKE! How could they do this to a single mom? Don't we have it hard enough without all this extra STRESS! They ruined my credit! I have not been able to get a credit card since then. I can't get a loan of any type. My son wanted a dirt bike, but I couldn't even qualify for a $3,000.00 loan! Once I tried for a $500.00 loan and couldn't even get that!!
Is there anybody out there that can help me with this ongoing thorn in my flesh? I would really like to have cell phones again for my family. My kids do go out riding dirt bikes in the desert, etc., and it kills me that I cannot stay in contact with them in case of an emergency! My 11-year-old went out riding and his bike broke down. He had to push his dirt bike all the way home, a couple of miles, because he no longer has a working cell phone, and with my credit, I cannot get one! Thanks for listening! Can anybody help?
DAYTON, OHIO -- We signed up with Cingular in June of 2003. A 2-year contract at signing came with a free phone, so that is the option we took. In May of 2004, nearly one year after having signed up for service, the power button to the cell phone broke off and fell inside the phone. This was causing the phone to shut itself off. So we took the phone to the local Cingular office for replacement or repair. After waiting nearly 45 minutes for someone to help us, we were told that they would have to send the phone back to the manufacturer and if that company covered it under warranty (not considering this a result of the phone being abused) then there would be no charge.
However, if the manufacturer did not consider it under warranty, then we would be billed for the new phone. No big deal there, as we were sure that they would cover the broken power button. We were also told at that time that the phones came with a one year manufacturer warranty. We were given a new phone (same exact model.
In fact they sent us away with our old battery instead of the new one that was with the new phone) and waited another 35 minutes while 3 employees tried to share the same computer to process 3 different transactions (are the other computers in that store there just for show?? or maybe to hold the counters down?). All was well for 3 months. Then the new phone started to turn itself off. We called customer service and they said that the phones will do that to "update" and not to worry. This seemed strange to us, but figured there was not much to do about it at this point.
Well we soon noticed that the phone would shut itself off if you pressed anywhere on the face of the phone. We called the store that we had gotten the phone from, and explained this to them. A young lady there said that since the phone was only 4 months old it would be under warranty from the manufacturer, if we brought it in the phone would be replaced.
Off we went to the store to exchange this phone. Low and behold the guy there said that the phone was not warrantied. That the warranty offer was for one year from the date of the contract, not one year on the phone. We had been told differently by several of their employees, but none the less the phone was not exchanged.
At this point we could no longer keep the phone on long enough to make a call. So I call the customer service line. The person I spoke to there offered to sell us a brand new phone if we would sign another contract for an additional 2 years... otherwise I was told that I would have to contact the manufacturer to see about repairing the phone.
They would only sell us a new phone if we signed on for 2 more years!! I contacted the manufacturer and was told that the phone is warrantied for one year from the date that phone is activated, not contract dates, and that it would be repaired for free. We never repaired the phone though, instead we have paid to cancel the contract early and switched to a different wireless company. I have never before heard of a cell phone company that would not help you to remain a customer simply by selling you a phone that works.
OTISVILLE, MICHIGAN -- On December 7th, 2006 I went on line to Cingular.com and ordered a refurbished Sony Ericsson phone under a GO Plan for my daughter for Christmas. They charged my credit card $31.79 for this phone. I received the phone via FedEx on December 11th, 2006. When I inspected the phone I found that the power cord was not the cord that goes with this phone, so on Tuesday, December 12th, 2006 I called Cingular and after being transferred about 4 times they gave me a phone number 1-866-391-0749 for the Cingular.com office.
When I got a customer service rep on the line I told them that the power cord they sent me was the wrong one, could they send me the correct one and in return I would put the wrong one and the same box and send it back. I was told NO! I had to send back the entire box, phone and all and then wait 10 days for a prepaid shipping label to return the phone.
I explained that this was a Christmas present for my daughter and I didn't have the luxury of time. I told him that this was their mistake and as a soon to be new customer they should try to accommodate me. He stated that this was their policy, if I wanted another phone sent immediately I would have to pay for another one; I refused, since I already paid for one. At that point I asked to speak to a manager who also was very rude and told me the same thing. In frustration I hung up. After cooling down about the situation I called back on Wednesday December 13th, 2006 and spoke with a rep by the name of **.
I explained to ** what had transpired up to this point and asked him if I sent the phone back myself today by priority mail when they receive it could they just send a replacement phone to me, with the proper cord. He said yes! I also asked him if they would credit my account for the shipping charges and he said yes! He told me to call on Monday December 18th, 2006 to see if they received my return.
So on Monday December 18th, 2006, I called back and spoke to a female rep who told me it was in the warehouse however; it had not been scanned into the system yet. I asked her if they had sent a replacement phone and she told me NO. If I wanted another phone I had to pay for one and they would credit me back for the other one in 7-10 days.
I told her that ** had told me to avoid all that. I could send the phone back for a replacement. She said that he misinformed me. I was absolutely furious now you have my phone and my money and I don't have a Christmas present for my daughter. I said some not so nice things about how this whole situation has been handled then hung up.
I called back on Thursday December 21st. and spoke with a rep named **. I asked him if a credit had been issued for the phone and my shipping charges and he had told me NO. He said I would not see the credit for 7-10 days and as far as the shipping they would credit my account. I at that point told him I do not have an account with Cingular and I wanted it to be credited back to my credit card that I used to purchase the phone.
He said he didn't know if Cingular would do that. He then told me he would submit some kind of request for the ship charges and then told me he would connect me with customer care. I was transferred to a customer care down south somewhere and they had to transfer me back to a Michigan customer care center. I was then connected to a rep by the name of ** and I explained everything that happened to me and she was very sympathetic to my situation but told me she could not help me and wished me good luck.
I have never in all my years been treated so badly by a company as I have been treated by Cingular. As I write this letter I don't have the phone or the money. I have 2 days to try to find my daughter a phone for Christmas. Your company should be ashamed of yourselves for the terrible customer service you provided to a potential customer. I will never recommend any one to Cingular and this letter will be forwarded to the Consumer Agency.
SPRING HILL, FLORIDA -- Spring Hill, Florida Friday September 15, 2006. In trying to cancel my cellular phone service with Cingular so that I could obtain service with a carrier that actually provided quality service to the area in which I live, since Cingular did not work in my living room or any other place that I happened to be. I was told that I was still under contract even though I had made no changes in my contract or otherwise signed for new service from their company.
I had started out with AT&T in February 2004 in Memphis, TN and when Cingular took over AT&T in early 2005 I was among those unhappy people force to be a part of a company locked into a contract (two years originally with one year left) that I did not choose and would not have chosen because of the bad word of mouth on Cingular! When I moved to Florida in March 2005, Cingular told me that AT&T no longer existed and that Cingular would be the only company that I could deal with...
I was getting nowhere, and all I wanted to do was to change my phone # from the Memphis area to a local # in Spring Hill, after many hours on the phone with Cingular telling me that I should just keep the Memphis # even though I had become a Florida resident, they changed the #... to a Gainsville, Florida #... oh good a new long distance #, when I called to complain and at that time I didn't know that it was a Gainsville #.
They told me I should have told them I lived in Spring Hill and would need a Brooksville # (I'm supposed to know that?) I told them that it was their job to know the local #'s for my area and since they had my correct billing and mailing address it should have been easy. (where is their customer service, India?)
Again I spent my time trying to correct their error. Today again I was on the phone wasting my time trying to correct their error again!! It was an error and they admitted it, but still would not give me their name or the name of their supervisor in case the problem does not get solved by the woman (Miss No Name) that assured me she would take care of it. With their track record I do not get that warm and fuzzy feeling that all is well between myself and Cingular.
If you are thinking of opening an account with Cingular think long and hard, because they will be able to ruin the experience for you and you will feel that they are doing something unethical or are trying to in some way cheat you, their valuable customer without whom they would not be in business in the first place. Although I live in Spring Hill, Florida, this complaint could have come from any state. Cingular does not seem to discriminate based on where you live, they give the same bad service to everyone.
AUSTIN, TEXAS -- I contacted Cingular customer service representatives by phone nearly a dozen times over the past six months trying to resolve the matter of the unpaid balance on my account, but to no avail. I was never happy with their phone service as I experienced dropped calls and no bars on an almost daily basis. Most often my phone did not work at all on weekends when minutes were supposedly “free”. I'm appalled that an American corporation can use their weaknesses as an advertising ploy for being their strongest asset!
It got worse with the merger between Cingular and AT&T. I use an automated bill payer through my bank to submit payments. When the January statement was sent to me, I didn't notice the account number had changed. I simply input the amount I owed into my billpayer tool and remitted payment like I always do.
In February I was surprised to see my next statement claimed I never paid January‘s bill and the amount owed was for two billing statements. I paid the new amount including the past due amount to avoid any penalty fees and planned to research and rectify the discrepancy later. I was moving into a new house in March and had already packed most of my belongings into boxes. In March, I received the next bill and it stated I was three months behind. Remembering the February statement and knowing I remitted a double payment then, I paid only the current month's fee. At this time I was in the process of moving and too busy to deal with that.
At the end of March we received a notice in the mail that our service with Cingular has been terminated. Verizon had not hooked up our new home phone yet. We were in our new house with a newborn baby trying to coordinate and switch over all of our utilities and Cingular turned off our only phone service, our only line to the outside world. Inconveniently, it was terminated at a time when we needed it most! My only option was to open a new account with a different cell phone service.
It was only later that I discovered my payments were going to the old AT&T account and not the new Cingular account. When I called customer service, the young lady I spoke to knew right away what had happened because she so had many other customers call with the same error. Many other people who use a bill paying service were still remitting payment to the old AT&T account not knowing that their account number had changed.
I was never advised of that change, and apparently neither were many others. She was able to transfer the paid funds over to the proper account. But there was a positive balance on the account now because I made a double payment in February. She apologized for the inconvenience and told me to expect a refund check within 30 days.
Four months later I still have not received my refund and I am being billed for breaking contract, when in fact it was Cingular who terminated my account for not paying my bills when I had been paying them all along! I have literally spent hours on the phone with Cingular desperately pleading my case and seeking resolution but have gotten nowhere. They maintain that I owe them a contract termination fee of $150 whether I broke the contract or they end the service, no matter what the reason.
I strongly urge anyone who has reached the end of their contract to switch to another cell phone service provider. I would also recommend anyone who has a legitimate complaint to report Cingular to the Federal Trade Commission's Bureau of Consumer Complaints at this web address http://www.ftc.gov/ by clicking on the “File a Complaint” tab. Also, letters of complaint can be sent to the Better Business Bureau at http://odr.bbb.org/.
BEAVERTON, OREGON -- Cingular Time Line. March 20, 2006. 12:00pm - Contacted Cingular's "Customer Service 800 number and pressed the option for bill questions. Explained I wanted to cancel my cell phone coverage due to a high bill. I wanted to apply the $200.00 deposit I paid when starting service back on March 29, 2005. I order my phone online and paid the deposit via debit card on line. I have receipts and bank statements reflecting this deposit. After stating my request the representative indicated she needed to transfer me.
After about five minutes hold time I was transferred. I asked to speak this representative manager as I was not satisfied with being transferred and had already been on the phone now for almost half an hour. She indicated her manager was not available and she would need to transfer me again. I asked why I am being transferred again. The representative stated she needed to transfer as she was not the appropriate person to speak to. I stated that is what the last representative stated. She rudely stated she needed to transfer me and disconnected the call.
I called back and spoke to another representative and explained I wanted to cancel my cellular phone service and file a complaint regarding the previous encounter. He stated he would go forth in the cancellation which would occur 04/01/2006 and I asked again about utilizing my $200.00 deposit. He stated he could not help me and would need to transfer the call. I stated I did not have time, by this time I had been on the phone for nearly and hour and needed to get back to work.
5:10pm - Contacted Cingular spoke to ** in customer service, explained I spoke with a representative who assisted me in canceling my service, but I needed to speak to someone about applying my $200.00 deposit. He took a few moments had to place me on hold and came back on the line indicating he had taken care of applying the deposit.
And I would receive a FINAL BILL reflecting the usage of my deposit towards the $150 early termination fee and the application of the remaining $50 toward the bill. I stated upon receiving the FINAL BILL reflecting these adjustments I would remit payment immediately. ** stated I would see the bill approximately 7-10 business days after the billing cycle ending April 1, 2006.
April 17, 2006 - 3:00 pm spoke to Cingular representative named **. I explained the above mentioned conversations and interactions and stated I was still waiting for a FINAL BILL. He stated by the notes on the account it appears I should receive the bill in the next couple days. I asked what type assurance I can receive aside from our verbal conversation as I do not want this account to become delinquent. I will remit payment as soon as I receive the FINAL BILL. He again assured me the FINAL BILL should arrive shortly.
May 8, 2006 - I receive a bill in the mail. The total is $436.96 and does not break down the utilization of the $200.00 deposit, nor does it indicate FINAL BILL. May 10, 2006 - I contact Cingular and speak to a ** in receivables. She states she sees the notes about canceling the service back on March 20, 2006 but does not see where a $200.00 deposit was ever paid. Again I explain I have bank statements/receipt from Cingular regarding the deposit. I indicate I have already spoken to several people and have been assured my account was being taken care of.
I asked to speak to her manager. She said she would need to transfer me to customer service as account receivable would not be the appropriate department to speak to. She states she will announce the call and explain what it is regarding. I am transferred to a man named **. I immediately ask to be transferred to his manager and explain I have been dealing with this situation since March 20, and so far I have not been assisted with representatives who answer the phone. He asked to get more information and again I explain my "mission". He states he WILL help me. I relent and as one more ditch effort give him the ability to help me.
He places me on hold for a couple minutes and comes back stating he has been working with the accounts receivable manager. I stop him and state the representative who transferred me to him was in accounts receivable. He states he's not sure why I was transferred. This epitomized my encounters with Cingular. He stated my FINAL BILL will be for $236.69 after applying the $200.00 deposit. I stated as soon as I receive a bill reflecting the $236.96 due I will immediately remit payment. I again state that I have been assured numerous times by several Cingular representatives this would be taken care of.
I need someone to contact me when the account has been adjusted appropriately. He stated he will monitor the account activity and will contact me Thursday May 11, 2006 or Friday May 12, 2006. I am ecstatic he is taking ownership and will follow up with me. I get home and check my mail to find a bill from a collection agency regarding my Cingular bill. I attempt to contact Cingular at approximately 8 pm but disconnected due to a high volume of calls and extended wait I could not wait. This leads me to file a complaint with the FCC and will seek legal council in the event this account stays in collections.
May 11, 2006 - 10:30 am: To my astonishment I receive a call from ** at Cingular who promised to contact me and update me with the status of my account. He states he is still monitoring the account and has not seen the activity we discussed with the application of my deposit. Stated he will contact me by May 15, 2006 to follow up.
May 16, 2006 - 1:12pm Have not received call back from ** - Contacted Cingular representative ** answers the call I ask to be transferred to her manager. ** states she is looking at the account and wants to relay to her manager what this is regarding. I indicated that I have gone through this numerous times and I just need to speak to a manager. She asks if it is regarding my deposit being applied to the account as she sees notes regarding previous interactions regarding that issue. States she does not see where it has been applied and will locate a manager for me to speak to.
** comes back on the line and indicated her manager would not be able to do anything she would need me to speak to the receivables manager. I stated that is what ** indicated he was doing. She said she would like to submit a case as it appears a "case" has not been opened yet. Stated the deposit may have been applied by another department and she would research where it was received. I stated that I have been dealing with this since March 20, 2006 almost two months and I just need a manager at this point. I indicated I would be filing a complaint with the FCC and obtaining a lawyer if a resolution is not met immediately.
She stated she completed the case and wanted a number where I could be reached when there is resolution to the case. I ask again to speak to a manager. She asks me to hold and once again the call is, whoops disconnected. I immediately dial back and Representative ** answers the phone I ask to be transferred to the Receivables manager she states she needs to get some information about what this is regarding. I indicate it has been documented in my account what this is regarding and I need to be transferred to a manager immediately that I am not releasing any further information until I am speaking to the receivables manager.
I am transferred to a **. I ask if she is a manager she says no and states she will get a manager on the line. Gus gets on the phone. I ask what his last name is as I am documenting every thing. He says his last name is Anderson as well and he is a senior representative. I ask if he is a manager, he says no however he is able to assist me. I state NO, I have spoken to numerous representatives who have indicated they can assist me but to date nothing has been resolved and I would like to speak to his manager. He says he needs to place me on hold for a moment while he locates a manager.
I put my phone timer on and about 4 min and 38 seconds later he gets back on the line and says his entire managerial staff members are in a meeting. He states a case has been placed and we need time to review this concern and will get back to me. I stated this has been referred to collections, and if the collection agency is not notified by May 24th this bill will be turned over to collections. He says they should have a resolution in my case by May 25th and will respond by May 25th. I ask him how that will help as the bill will be turned over to collections ONE day prior.
He stated again a case has been documented to find my $200.00 and he will contact me when a resolution is met. I state this is ridiculous and completely non-compliant with appropriate business practice. I as stated time and time before want to speak to a manager. He repeats no one is available. I ask where he is located. He stated he is in the Portland Call Center. I state I am not satisfied with our conversation and I want to speak to his manager. He starts talking and without letting him finish I say again. I DEMAND YOUR MANAGER IMMEDIATELY, and again, approximately seven times while he continues to try to get me off the phone.
Finally he says a manager has presented out of the meeting and is available to speak to me. He states his name is ** team manager in the Portland Management Center. I go over the past several attempts to rectify and keep my account in good standing. After listening to my concerns he indicates he sees where the $200.00 deposit was applied and it was actually applied on my first billing cycle and would not be available to utilize at this time. I am appalled. I ask why has taken almost two months of time and energy to get a simple answer such as this. He states he does not know and can understand my frustration.
I state I appreciate his acknowledgment. I ask him I can make payment arrangements as I am now faced with a $436.96 bill. I state had I been told from the beginning I would not be able to utilize my deposit I would never have cancelled the service. $150.00 of the $436.96 is due to terminating the service early. I ask him if I can make payment arrangements. He states the latest he can extend payment would be June 9th. This now gives me less than a month to pay this off even though I have been attempting resolution for almost two months.
I state I would like him to do a conference call with NCO Financial the company my account was "reported to collections." He completes the conference call and indicates payment arrangements have been made and the report needs to be deactivated. I thank him for doing his job and we disconnect. This concludes my determination. Cingular Wireless is the worst company and network available. In my opinion, I would avoid using this company at all cost.
VIRGINIA BEACH, VIRGINIA -- What happened with Cingular is: I bought that BlackBerry and the lady told me she would put it on my bill. I call back for 4 days to get a tracking number and they kept saying we don't have it yet. Sooo I decide to pay my bill $450.00 in advance because I know I am going to get charged for the blackberry.
I call back again to get my tracking number and the lady told me my credit card declined. I told her they told me there were putting it on my bill SO THEY TRIED TO CHARGED MY CREDIT CARD ON FILE WITHOUT MY PERMISSION. Luckily that was my Capital One card I canceled about a month ago and if it was my check card I would have been PISSED.
Soooo I get over it and I'm like I would like to order a blackberry. She told me I couldn't have it at that price without signing a new contract. I told the lady that is the price the lady quoted me and she knew I wasn't renewing my contact and I already have one. I said ** it, not in those words, and told her to charge me full price.
She then said I would have to give her my credit card number. I'M LIKE ** I HAVE A $450.00 CREDIT ON MY BILL. She then says that she could not take it off of my bill. I asked to speak to a manager and she comes back 3 times, after putting me on hold 10 minutes each time, and says that she has a new idea. I still demanded to talk to a manager.
One finally comes on the phone and he tries to resolve it and makes these promises that in the end were not kept. Such as renewing my unlimited minutes for another 2 years and I would get the cheap phone price. So they decided they would credit my card back: NOW I HAVE TO WAIT 7 DAYS TO GET MY MONEY BACK.
I had more money from selling stuff on eBay so I decide to order the blackberry still. I call to order and they TELL ME I CANNOT HAVE THE BLACKBERRY ON MY UNLIMITED MINUTES PLAN. I talk to two more rude ** managers and like 100 customer service reps who have no clue how to do their job.
I then call my local Cingular (they are a lot better and know about former SunCom customers). I asked them if it was possible to keep my plan and have a blackberry data plan. They said yes and they have plenty of people that have it the way I want my account. The only thing is they didn't have any blackberry 8700c in stock and they didn't know when they were getting any. I finally gave up and got a T-Mobile sidekick. THE END! Cingular has the worst customer service ever. When I first signed up with them my bill was over $1,000.00 a month for 6 months until their dumb ** found out how to fix it. They make me sick.