Cingular Wireless Complaint - Change in Mobile to Mobile Minutes Without Consent
KNOXVILLE, TENNESSEE -- Here's my complaint: I have been a cingular customer for 4 years and am extremely disappointed. My wife and I have 2 cingular phones, the reason we have stayed with cingular is because we talk to each other constantly and the plan we SUPPOSEDLY HAD included 5000 mobile to mobile minutes. We have obviously never had a problem with going over on our minutes on our mobile to mobile. Except this month we received a bill for $263, our bill every single month is $73. We called cingular and asked for a detailed bill, which we do not receive every month, because we trust everything we are being charged for is correct. To our amezement, we were charged $166 over for mobile to mobile calls, and they took our 600 anytime minutes and our 423 rollover and charged us above that, all for MOBILE TO MOBILE CALLS. We examined our bill and came to see that without our consent or knowledge our mobile to mobile minutes were only 500!! When did this happen? Now here comes the worst part, I called cingular last night and spoke to one of their reps. come to find out, last October I called and over the phone changed my service from 300 anytime minutes ($29.99) to 600 anytime ($39.99). And apparently whoever the person I spoke to changed our mobile to mobile to 500 and took away 4500 minutes without ever informing me. The only reason I have a cingular phone is to speak my wife! Why would I have changed my plan to 600 and knowingly given up 4500 mobile to mobile minutes, if I know the reason we have a phone is to speak to each other!!!
Now here comes the good part, after the rep could not do anything about my bill she transfered me to a "MANAGER" BOB FOX is his name and I suggest you do not ever speak to him if possible. He got on the phone and started out very rude, I explained the situation very nicely. And well in his words he made me an "OFFER, AND TAKE IT OR LEAVE IT". He said: "Well im sorry our rep did not inform you of that change and the best I can do is take away 50% of the overcharges on your bill". After I told him if I could speak to higher authority, he said he suggested I take his offer because a supervisor would more than likely tell me I would have to pay the entire bill! I asked him to reduce the bill to what his "OFFER" was and that I would call back and speak to a supervisor the following day. I asked for a supervisors name and he said "I am not going to give you a name we have 3 supervisors", so I said: :can I please have the first names of the 3 supervisors", he said "NO, I will not give you that information". And after arguing with him back and forth to get a name I gave up and said thank you and hung up the phone. And according to him still owing $167. I cannot believe this I just had 3 other family members of mine get service with Cingular, thinking they were trustworthy and as stated on their website they have a CTIA consumer code for wireless service.
Here's what I'd like to see happen: I would like for something to be done about the way Bob Fox treats his customers.
I would like for cingular to remove all of the charges for the Mobile to Mobile minutes which I should have not been charged for, and I believe I am not responsible for.
I would like my rollover minutes given back to me because I am entitled to them
I am trusting Cingular will take care of this, I have been a very faithfull customer and have brought cingular over 11 customers. I no longer have a contract and will cancell my service if this is not taken care of.