Cingular Wireless Complaint - Contracts and deceptive practices
NEW YORK, NEW YORK -- I am attaching the contents of a letter I recently sent to Cingular. This should explain everything.
To whom it may concern:
This is the second time I am submitting this facsimile to Cingular. The first transmission was sent to Mr. Michael Fowler, CSR, on 9 September, 2005.
Please look at my account notes, as it should go into detail what this matter is all about. If the notes are lacking, I will briefly describe the situation:
On 30 April 2005, I opened an account with Cingular through one of the retail stores. I was bringing unlocked phones with me from T-Mobile. I have been with T-mobile for the last 4 years with out issue, and I stated to the customer representative that if I were to obtain service through Cingular, that it be done so with out a contract. The rep then told me that Cingular has the option of signing up new clients with out contracts if they brought their own equipment. I agreed to this, and the rep proceeded to open an account for me.
Several days later I logged on to my account through Cingular online, and noticed that I indeed had been signed up with a 1 year contract. I called the customer service toll-free number and was advised to speak to the retail representative to clear this matter. I then spoke to the retail rep who apologized to me, and said that this will be taken care off.
Several days later I checked again online, and did note that my contract had been removed. I thought at this point that everything would be fine. Unfortunately, the next bill I received stated that I had been billed over $400.00 for early contract termination. When I called the Cingular toll-free number back to inquire, I was reassured that this must be some mistake, but for it to be cleared up it would have to go to HLA. The CSR then told me that this should take approximately one month.
The next bill arrived, and it was the same situation. I paid for my usage, but not for the termination fees as I was under the impression that this was being handled. I again called Cingular’s toll-free number and was advised to just pay the usage fees and to not worry about the liquidation charges as it was still under review.
This repeated itself on the next billing cycle, when I decided that I no longer wanted to remain a Cingular customer. I called T-mobile who promptly ported me back out to them. I then called Cingular and advised them of the change of situation, and I still wanted to know what was happening with the HLA. The rep advised me that it was still under review, and not to worry as the matter will be resolved.
Fast forward to 18 August 2005, and I’m still receiving bills stating that I owe money to Cingular for the termination fees. I called Cingular back and was told by another CSR that in order to resolve this matter quickly, the best course of action would be to go directly to the Cingular retail location, have either the initial retail representative or store manager call Cingular to verify this situation.
On 20 August, I drove down to the Cingular retail location and to my dismay, found out that the original rep who opened my account no longer worked for Cingular. I then proceeded to speak to the manager in charge, who I relayed the same information too that I’m writing now. He called the Cingular toll-free number and spoke to a rep there. I then had him write down on my original Retail Web Order Form his notes regarding this issue, which I have included in this facsimile. The most important excerpt from the manager’s notation is:
“New Activations can be processed without a contract using COAM devices.”
This is important, as I was also told by several toll-free CSR’s that there is no record of me ever having signed or verbally agreed to a one year contract.
This brings me to today. I am sending this fax again, even though I had sent it on the 9th of September to a Mr. Michael Fowler. I was told last night by Ms. Philisha Turner that collections had no record of ever having received my fax. I am also growing more and more concerned, as I have received two collections notices. One from a company named 1st Revenue Assurance who is trying to collect $610.43. The second notice, I received last night directly from Cingular for an amount of $517.31.
I have been extremely patient in this matter, and now I’m being threatened with collection. I hope that this matter can be resolved within the next 30 days, or if not, I have no choice but to begin legal action against Cingular Wireless.
I would like be contacted upon receipt of this fax, and I would appreciate it if I can be assigned ONE individual to speak to regarding future inquiries. It seems that every time I call, I speak to a different person who has no idea about what’s happening, and always promises a resolution that never happens.
I can be contacted via email at: email@example.com, or through telephone at (212) XXX-XXXX. I look forward to hearing from someone soon.