Cingular Wireless Complaint - Horriable Customer Service
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 Carlos 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. Carlos stated I would see the bill approximately 7-10 business days after the billing cycle ending April 1, 2006.
April 17, 2006
• 3:00pm spoke to Cingular representative named Daniel. 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 Beverly 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 Edward. 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 Cinguar. 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 8pm 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 Edward 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 Edward – Contacted Cingular representative Misty Martin answers the call I ask to be transferred to her manager. Misty 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. Misty 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 Edward 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 Crystal 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 Brandy Anderson. 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 Tye Phillips 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 is 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 then 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.