Cingular Wireless Complaint - This is not customer serivce at all!
SUFFERN, NEW YORK -- I opened my account in February of 2005. I ordered two phones, two phones lines and two car chargers. I received four of everything, two of each in the first package, and two of each in the second package. A customer representative told me on 2/10/05 that a call tag would be issued and the phones could be returned at no charge. On 2/15/05 I called customer service again to find that the call tags had not been issued and no notes were made on the account, billing for both accounts had begun. I was told again that one account would be closed with no charges and a call tag would be issued to return the extra package of equipment. On 2/26/05 I called again and spoke to ****. She informed me that no notes had been made on either account and no call tag was in the mail. I shipped the phones back to Cingular that week, received a credit for the shipping, but continued to be billed for an account that was supposed to be closed.
Meanwhile, on the account I was using, roaming charges were appearing on my bill when they were supposed to be included in the plan. The plan that was recommended to me started out costing me $300 a month. When first purchasing the plan I stated that my husband would be traveling to Canada and we would need to use the phones in the US and Canada. I was advised to purchase a family plan with roaming, long distance and roll over minutes included. Little did I know that the roaming and long distance were not effective for calls in Canada.
On 3/19/05 I spoke with ****, first about the account, which was never activated and supposedly closed. I was informed that the balance of the "closed account" was past due and put into collections. After 40 minutes on the phone **** assured me he closed the account and the balance was waived. My second issue with **** that night was the roaming charges on my bills. The first line of the account never left the Rockland County area and should not be acquiring roaming charges. He told me that other customers were having this problem; competitor’s towers were picking up Cingular customers. He told me that the problem would probably be resolved internally by the next billing cycle and to turn my phone off for at least ten minutes a day to allow the signal to reset.
Toward the end of April I received a mailing for Cingular World Basics. I called on 5/1/05 and spoke to **** asking what I could do to lower the charges for calls to and from Canada. At that point she recommended adding the World Basics to my plan, apologizing that there was nothing Cingular could do about the calls being made from Canada. Because I was a new customer she could not add the plan right away, she informed me that I would receive an email or text message when/if I was approved and the World Basics plan activated. I received nothing.
On 5/15/05 I waited on hold for 45 minutes and hung up.
6/1/05- I spoke with ****. He told me I had been miss informed about the roaming charges on my account and the only way to investigate them was to open a case and submit my bills from January to present for review. I was told that while the review was in process I would not be able to obtain any information or updates as to the status. I would be contacted by either phone, email or text message when the review was complete. At that time the charges would be explained and corrected if need be. I asked **** if I should be paying the entire amount of the account. I was advised not to pay the amount in question; “make payments for the basic plan, but wait to see what the amount is when the credits come through from the investigation, you will still receive past due statements but your service will not be interrupted because the account is in review.” He also informed me that my other account was in collections and a payment was required, (this was the “closed account.”) After explaining the situation to **** I was transferred to ****. SHE WAS THE ONE OF THE ONLY TWO CUSTOMER SERVICE REPRESENTATIVES WHO EXPLAINED WHAT WAS WRONG AND ACTUALLY FIXED WHAT SHE SAID SHE WAS GOING TO FIX. It took her another half an hour, but she finally closed the extra account, 5 months after 3 other people had “closed” it.
6/14/05- **** informed me that the account was still under review and she would not be able to inquire as to its status. I asked her what to do about payments and past due statements, if I should pay the amount in question or not. She advised me to pay the total for the plan and taxes only, not to pay the amount in question and ignore the past due statements as they are computerized and sent out even though the account is in review. I submitted a payment with **** that day for the amount of the plan and taxes.
7/18/05- Still no notification about the review on my account: I spoke with ****- the account review was completed on 7/14/05. They decided the charges were correct and over $1,000 is due. She stated, “They are not required to notify me of the completion or decision.” I asked her to have someone contact me to explain the situation if she could not. She said she would submit the account again for review and make a note for someone to notify me when the review was complete.
7/19/05- My service is disconnected with no notification or warning. I called customer service and spoke with ****. She was blunt and refused to listen to anything I had to say. She repeated over and over that a payment of over $480 was due; until payment was made my account could not be reinstated. I asked to be transferred to a manager and **** refused. I had to say on the line and listen to her tell me that a manager could not do anything for me and I was wasting my time; this went on for 10 minutes before she finally transferred me to ****. Molly had nothing say except pay the account. At this point I had been on the phone for an hour and a half, I was angry, embarrassed, frustrated and belittled; **** was of no help so I hung up.
I calmed myself down and called back 20 minutes later- I was on hold for 25 minutes, then the customer service representative could not access information for the region I was in. He transferred me to a closed telephone line, which disconnected me. I spent a total of 4 hours on the phone this night to try to resolve my situation. The last customer service representative I reached said the service for my region was closed and no further information would be accessible this night.
7/20/05 This morning I spoke to ****, (WHO WAS THE SECOND REPRESENTATIVE THAT ACTUALLY TOOK HER TIME AND TALKED TO ME NOT DOWN AT ME). She explained what the account review was, what happened during the review, what the decision was and FINALLY what that decision meant. She told me she would transfer me to billing where I would be able to work out a payment plan and have my service reinstated this day with a waived re-connection fee. I was transferred to **** who told me I was misinformed; I could not have a payment arrangement, and service would not resume until the entire amount is paid. Again I asked to be transferred to someone in the financial department, as **** said only they could make this decision. She told me they do not take outside calls, I asked her to contact them about my situation, she said it would do no good, the only thing she could do was transfer me to her supervisor. I asked her to transfer me to someone who could close my account; her response was “why?” I was transferred to ****, who told me that as long as my account was past due it was as good as cancelled. She clearly stated that no other charges would amount from month to month; “this is the same as the account being closed, you won’t get any more charges.”
After spending over 15 hours on the phone with customer service representatives; receiving conflicting information, not receiving information about plans which would of benefited my situation with my husband in Canada and being told should not expect to be informed or contacted when charges regarding my account have been decided- I would like to make a final arrangement with Cingular to take care of the ridiculous charges accumulated on my account. I would like to deal with someone who can give me accurate information in a civil manor not making me feel like I am unintelligent. I feel I have been dealt with very dishonestly.