SunCom Informative - Eronious charges for calls we did NOT make
29016, SOUTH CAROLINA -- My husband I left a company we really liked to move to SunCom, because we did not require a large minute plan. We do not really use that many minutes, normally about 300-350. This is why we got the 500 minute plan.
Well, we did not look at the bill details, because we pay online, until we noticed a large bill. Our phone was making "phantom" calls as they are termed.
This apparently was a result of our phone getting wet. $500 dollars worth of calls. As we rarely use minutes, we immediately called to dispute. The phone was making phone calls during the business day. We are both teachers, and we definitely do not make calls all day long, and we tried to explain this to SunCom. It would be impossible for us to use our phone all day during school hours (especially since it is left in the car, as we do not get a signal in the building and are not supposed to have our phones in class anyway).
There were also numbers we had never seen before, and to places we have never been or known anyone to live.
The supervisor's response was "turn off your phone until you get another one, and good luck". She told us that the company "did not look to the past, only the present and future, and therefore is unable to address any past billing problems". We have contested this, and finally they said the best we can do is give you $50 for the inconvenience of our not being able to look back at the previous charges.
When a similar incident happened to a Cingular customer, these were credited immediately, and the phone was replaced.
Now we have written several emails and spoken to several individuals on the phone. One "supervisor" told he would return our call and never did. Any time we try to speak with someone, they are unavailable, and those available do not handle the problem directly. We have now canceled our contract with them, costing $200 dollars, which is far better than having to remain with this type of company and "customer service". Customer service refused to compare the outrageous bill to our past minute usage. This would have shown them that we rarely exceed 350 minutes. They were very short with my husband, and one supervisor even hung up on him when he continued to try to work the situation out, saying "there is no more I can do for you today"...click.
We just do not talk that much on the phone as teachers, coaches, and parents of two small children. Who has the time. We just wanted a basic phone, nothing fancy, and a small simple plan. If we had the desire to talk that much, it would have made sense to upgrade to the "unplan" and not deal with extra charges. But logic clearly does not apply with this company.
We are now contacting our local news station and news paper, as well as posting comments. We would hate to see others choose this customer unfriendly company who does not even choose to listen to the problems of its clients. We did not initiate these calls, and yet are being billed a hefty sum of money for them. Beware. We are headed back to Cingular.