Cingular Wireless Informative - Cingular's "To Go" Phone Service WENT
SCRANTON, PENNSYLVANIA -- I purchased a "TO GO" phone service plan with Cingular Wireless. I used it a lot and liked it so I changed my plan in the middle of the month to a higher usage plan. Everything was fine until the due date for my payment. They deducted the money out of my account for the higher usage plan, however, I did not have any service. They had my money but I could not use my phone. With 2 brain tumors, having just lost my dad-he had passed away, and having been burned out of my home recently, I needed the phone and service. I called their customer service line. My first call was for 20 minutes or so on hold only to be told by their customer service agent that I could not be helped. The customer service agent transferred me to another number-25 to 30 more minutes, more awful music, and again, no help. I call back again and for over 30 minutes I am on the phone. I do have a witness who will vouch for me on this as she was present with me when I was trying to get this matter resolved. Now I am mad. The agent tells me that I need to be transferred back to the previous line-where I was told I could not get help-to get the solution for my problem. I started to hollar do not transfer me and I was on hold again. I went to where I bought the plan and the manager of the store tried calling. She was on hold for over 15 minutes to be told that they could not help her. The next day I contacted the CFO's office, spoke with someone, faxed my information and informed them of what I would do if this problem was not corrected. A Vice President in Valley Forge PA finally called me, spoke with me, and then called their number to get the matter resolved. She was on hold for over 15 minutes, was told that they could not help her at which time she informed them she was a VP of the company. She had to put my phone service on her credit card to get me service which she did. She called me back, gave me the direct number to their expediting service and I spoke with someone there. They were receiving over 3000 calls a day I was told with customer service related problems and issues. I finally got the matter resolved and my service restored in my name on my card. The problem was the "technology" I was told. My son recently purchased the "TO GO" plan and he had similar problems with the service and dropped it as well. I did get the matter resolved to my satisfaction, however, I had to go to the CFO's office to get it done.