Cingular Wireless Complaint - Cingular's Humanity vs. Greed
CALIFORNIA -- Just spent an interesting two hours on the phone with the people at Cingular...
My soon to be ex wife added two phones on to her account for her aunt and uncle...
When they walked out of the store, they had 1000 anytime minutes shared between three phones. Her original plan had 1500 anytime minutes on here one phone, and was the right plan based on her need and useage history.
My contention is that the Cingular person who helped with their choice of plan should have advised her that it was not the right choice, unless my wife was planning to drastically change her usage of her phone...
It was a bad move on my wife's part, and it was a mistake. the next month's bill went from an average previous bill (for one phone) of 60-80 dollars to 900+ dollars (for the three phones).
I have been letting her hash it out, because it is her phone, we are divorcing, and I am busy making enough money to allow her to continue to be a stay at home mom for our two little ones.
Last month I had to pay Cingular over 250.00 or her phone was going to be shut off.
Tomorrow I have to give them over 150.00 again, or her phone will be shut off.
Her aunt and uncle are also paying their share of the bill along with these numbers mentioned.
It is my opinion that in spite of the legally binding contract my wife signed, that Cingular has a moral obligation to right wrongs of this type.
What I asked for them to do today was to go back to the moment the 3 phones went into effect, and retroactively apply an APPROPRIATE PLAN BASED ON MY WIFE'S HISTORICAL USEAGE and PREVIOUS PLAN, and make any adjustments to the balance on the account.
I thought it was a fair request, but got nowheree with the first person in the chain, so I requested that I speak with her manager.
This lady was just as obstinate in her position that legally, we were obligated to pay what they are owed.
They have made adjustments to the balance due, to be fair (because of long distance and roaming charges that they shouldn't have charged her in the first place), but they refused to go back and look to see what would have been owed if another, appropriate plan had been put into effect at the time of adding the two phones.
This was not acceptable to me. I must admit, that with both of these women, I ended up being less than cordial with, I never cursed or even yelled, but my tone of voice and obvious dissatisfaction was made clear to both of them.
Here's the amazing part (to me, anyway):
I got to the point with the manager where I told her I now had to decide whether to accept the situation as it is and pay the bill, or to not pay it and break the contract, which has a 200 dollar penalty clause in it.
Her reply to me was that Cingular could add the money we were credited last month (what my wife was able to get as a concession from them) back onto the balance due. It was a threat.
She threatened to punish me by increasing my bill if I refused to pay it.
This was over the top, in my opinion.
I then requested to speak to her boss, and requested that she inform him of that part of our conversation. She agreed to do so. He is supposed to call me back within 24 hours.
This whole experience of Cingular, for me, has been WAY less than satisfactory. To say the least.
I would never knowingly do business with a company that treats their customers in this manner.
I am in sales and customer service myself, and believe that EACH situation should be handled with the end result of the customers' sense of having been served.
I have experiences of other major corporations doing so inspite of their legal right to not do so, and would expect any company I do business to operate in the same manner.
My wife made a mistake, and Cingular is insisting on taking the profit on it. AND, I am contracturally obligated to continue paying them money till December of 2004.
Every time I pay them I am going to be angry...
Not smart on their part, in my opinion, as a customer, and a customer service professional.