Cingular Wireless Complaint - Cingular nightmare that only gets worse
I would like to enclose the nightmare I went thru with Cingular Wireless and also the "attitude" they took on my complaint:
Cingular Wireless -
Today I had the worse Cingular Wireless nightmare - 4-1/2 hours that I personally will never want to repeat. However, I challenge every person holding a position of management from Directorship up to the CEO and COO. If different, the Owners of Cingular Wireless to experience what I have experienced, this should include all of the adult family members who benefit financially from my hard earned $$$$. I would insist that he or she personally experience the nightmare and not one of the appointed Cingular flunkies.
Needing to get a replacement telephone for 702-856-6083, for my 13-year-old son - at the time I ordered the phone on December 27, 2004, I felt a need for him to have a phone. He attends an excellent Magnet School, KO Knudson on the eastside of town; unfortunately, the area leaves very little to be desired and is influenced by a gang environment. The caution of being sure that if he is in “harms-way” he has immediate access to communicate. At the time I ordered the telephone in December, I also ordered the Media Service and extra insurance - Media Center - should he witness trouble, he can capture on camera and send immediately; the extra insurance - is it obvious, he is a 13 year old.
On January 31, I finally got around to calling Cingular for a replacement telephone - at the time, I thought that being transferred to the wrong departments, and disconnected many times was abnormal and I patiently called back each time.
1. My first call - I got a male agent, I gave him my pertinent information - “telephone #, first and last name, last 4 digits of
SS #, pass code” - he informed me that I am an AT&T subscriber. I explained that I had upgraded my service and
was told that I am now with Cingular -- he put me on hold and without my knowledge, connected me with the AT&T
5-10 minute hold
2. Having to give me pertinent information again “telephone #, first and last name, last 4 digits of SS #, pass code” - talking
with the AT&T person -- she said I needed to talk to Customer Service
3. 5-10minute hold - disconnect
4. Called back - (5-10 hold) after giving the pertinent information “telephone #, first and last name, last 4 digits of SS #”,
explaining that I was upgraded service from AT&T to Cingular, this agent asked me where did I order my phone’s from, I
told him that I saw the add in the internet, but I called in for the upgrade. She connected me to another department (?).
5-10 minute hold
5. I gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”, explained all of the
above and what I was trying to do, this guy says, “I will need to connect you to telesales”, I asked “what is the telephone # to
the department you’re connecting me to incase I get disconnected”, he said “I just came back from vacation, it is a new
department and I don’t have the telephone number and no one around me has it either, you just have to call back this number
and you’ll be connected again”. I was amazed at this explanation, I just wanted to get it over with and he connected me.
6. Went thru 2 songs on the radio and 3 commercials going 1/2 way thru the 4th song while on hold -
7. Called back - 5-10 minute hold - I asked for “telesales”, before I could be transferred I needed to give all the pertinent
information, “telephone #, first and last name, last 4 digits of SS #, pass code”, I asked for a direct fon # to Telesales, and
Then I was transferred.
5-10 minute hold
8. I gave my pertinent information “telephone #, first and last name, last 4 digits of SS #”, explained the situation, I was connected to the “exchange by mail”.
5-10 minute hold
9. I gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”, explained the situation, I was connected to the “warranty line”
5-10 minute hold
10. I gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, passcode”, explained the
situation, I was told I had no extended warranty. I was >>>, she quoted me $150 to replace the
telephone and by now I just wanted a refund, and no longer wanted the Cingular Service. The agent said she would need to
connect to, I believe was, Customer Service.
I have to give credit to this agent - when she connected me, she did not release me, and she explained my situation to the next agent before she transferred my call.
11. The next agent was very nice, I explained to her the above situation and I didn’t want to have to pay for a replacement Fon.
She said because of all the problems I’ve been going thru, she would send me a new phone at no charge, I asked if I would
still need to pay for the Activation Fee, she said “no, I will waive the fee.
I was happy and accepted her offer, I also, added Media Center to the additional 3 telephones and wanted to be sure of the
extended insurance on my 13 year’s phone. She explained that my contract with Cingular would begin anew and I would
receive the new phone in 10 days.
PERFECT - I had resolved the problem, it was behind me and I could start a new day, I thought I was done?
Approximately 2 days later, I received a message on my home phone inquiring if I still wanted to cancel my service and I needed to call back and advise. I was surprised at the message, I had never finalized any cancellation and as far as I was concerned everything was moving forward as planned. Continued service and a new V220 replacement phone.
It wasn’t until there was a message on my 13 yrs old phone inquiring about the cancellation. I called and spoke to someone at Customer Service advising “no, I do not want to cancel my service and I am waiting for a replacement phone to arrive”. This agent advised that she cannot see the order because she is in Customer Service and I placed the order thru “Telesales” (?) and she is sure that it is on it’s way.
I called today, February 9, 2005
5-10 minute hold
1. Gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”, inquired about a
Replacement telephones that I have been waiting for 702-856-6083 and had not received. I began calling at 10am, 888-333-
2355 - I gave the Order Number Q301-O0459, the agent said this is not correct there is not enough numbers after the dash.
She said she needed to connect me with “Telesales”
5-10 minute hold
2. Gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”, explained my situation
she put me on hold, every 5-minute intervals returning to ask me 1 question each time - that went on for 3 questions. Then I
was on hold for the longest time and another voice was on the line - it was Customer Service.
3. I started all over again, gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”,
she Put me on hold, she said she needed to connect me with the Sales Dept, I asked for the phone number, then transferred
5-10 minute hold
4. Gave my pertinent information “telephone #, first and last name, last 4 digits of SS #, pass code”, I explained my situation, this agent said I needed to talk to someone in the Secondary Sales Department, I asked for the phone number, then she transferred me.
this hold was memorable; I started to actually time how long I was on hold - 30 minutes then
5. I called the number the agent gave, 800-866-1514 - this phone # is a nightmare in itself. You call the #, it gives 4 options,
you chose an option, it give another 4 options, you chose an option and it gives another 4 options, etc, etc, etc - it almost
seems like an “infinity” nightmare. “zero” is not an option just to get a live person on the line.
By now I was into trying to resolve this for 2-1/2 hours. What I had forgotten about - January 31st and never had any intention of remembering it. Now I was 1 notch less happy....
7. Called back 888-333-2355, I asked for a supervisor, the agent would not give me a supervisor until I gave my pertinent
information, “telephone #, first and last name, last 4 digits of SS #, pass code” - so I gave the info, and he transferred ---
20 minutes hold
---- to whom I thought was a supervisor - but it was not - it was another Customer Service Agent. Unbelievable. I asked for
a supervisor and this time I refused to give my pertinent information. With some going back and forth about needing my
information, he transferred me.
25 minute hold - DISCONNECT - by now I was timing every hold - 45 minutes have passed
8. Called back 888-333-2355, asked for a supervisor, refused to give my pertinent information, fighting to get a supervisor
without giving my information took 15 minutes alone. I was connected to a supervisor Robert - I was relieved to talk with
someone in authority. I explained my situation, he put me on hold, 10 minutes passed, asked a ?, another 5 minutes passed
he asked another ? 10 minutes passed he said he was trying to read my record to find authorization for the free phone. I told
him if he was going to transfer me, I didn’t want him to release me until it was straightened out. He promised he would stay
with me until it was all resolved. He put me on hold.
17 minutes hold
9. A woman’s voice was on the line, I was shocked. I asked what department she was in, Secondary Sales, I asked if she was a
supervisor - No, an agent. I asked for her supervisor - I explained what just happened, I gave my pertinent information
“telephone #, first and last name, last 4 digits of SS #, pass code”, put me on hold, 19 minutes pass, she asked how many
phones I had? I told her 4, put me on hold again -
30 minutes hold
10. Another voice, department - Customer Service, position - CSA. I asked for a supervisor - refused to give info because of
the 7 and 8 situation - this battle took 15 minutes to get thru - I was so flustered that I decided to call the Cingular
Headquarters ASAP and apprise them of my situation - when I got the supervisor, I didn’t care what her name was, I just
wanted to get the Headquarter phone # and address. I was surprised there was no phone number, only an address - no
Quality Assurance Department to speak of.
And I thought I was smart, I would find the Headquarter phone number in the internet, NO such luck. I called Directory Assistance for the Cingular Headquarters in Little Rock, Arkansas - that was a joke.
11. I decided to try one more time, I called feeling only someone with authority could help me and no one else, not even a
supervisor, I wanted a manager. I knew I would have to battle the CSA to get a supervisor, which I did - I asked the CSA,
“are you refusing me service by not connecting me to a supervisor?” He connected me to Alfonso Gray-Supervisor, I wanted
his manager - Alfonso absolutely refused to transfer me to the Operations Manager - Lance Brewster. Alfonso, denied me
service by not transferring me to Lance Brewster. I can almost bet that Lance Brewster did not want to take my call?
It is 5:30am and I haven’t slept yet. My head is spinning from all of this, and reliving it all over again....... geesssszzzzzoooo
4-1/2 hours - I have never had this kind of customer service - and no resolution ----
I must say, the department that answers quickly with a 1 minute or less hold is the “I WANT TO PAY MY BILL” Department. Once you hit that option - dang - everything else is cake. You are in-n-out in no time.
As I ponder my need for a cell phone, it is no longer as important as I thought it was. Because Cingular could not nor would not resolve my dilemma - I have come to the conclusion I need to resolve it myself.
SOLUTION - cancel my service completely with Cingular immediately; without any negative report to any of the credit reporting agencies. Experian, Equifax or TransUnion or any other credit reporting agency nor within the cellular industry or any other communication companies. Every attempt has been made on my part to resolve the situation with no success.
CINGULAR CUSTOMER SERVICE CRITIQUE - I recommend the following companies that have excellent Customer Service that you might emulate their style.
Chase Bank - Master Card - in the 4 years that I have been with them, there has never been a time that I could not get immediate resolution, an answer to my inquiry, even if it is not what I want to hear - it is the answer. Of the 4 credit cards I have, Chase Bank is the preferred and frequently used because of their excellent Customer Service.
Hilton Grand Vacations Company - I am employed with this company and I can tell you, we work hard at a permanent solution to the problem with one call-in from the customer. A call is never transferred without it being announced and explained to the next department or agent. If a customer wants to talk to a Supervisor or Manager, the agent will try to resolve it - but the customer is never denied the opportunity to speak to a Supervisor or Manager, never.
With Alfonso Gray’s refusal to transfer my call to Lance Brewster or Lance’s refusal to take my call, it has forced me sit and relive the nightmare and now, it is documented in writing and sent to all listed below. I am, however, sure that the as big as you are, my $$$ and my time will be filed away with all the others - in the “to be shredded” file.
Cancel my service immediately......Due to work related use, I am currently using the cell phones until service is cancelled, advise when this will occur. I will then turn on new service with your competitor.
My reaction to Cingular's response to the BBB or S. Nevada:
It astonishes me the Cingular Wireless response. On or about March 3 or 4, 2005 - my all Cingular Wireless service was disconnected, after which time; I received a message from Jerry Reyes to him on this same date. This is the only time I was contacted and no other time.
I can honestly say, their statement in the 1st paragraph is a blatant lie. I have anxiously waited for a call from Cingular Wireless since February 11 to resolve this problem with the hope of no interruption to my wireless service. My family knows that I have been waiting for a call from Cingular Wireless, when Jerry called - my Son call me ASAP to notify me when he heard it was Cingular. No call prior to this and only after my service was disconnected on March 3 or 4.
What amazes me most, why wasn’t I contacted on the cell number/s? As I stated in my complaint, I use the cell phone for work purposes, therefore, must have the cell phone on me and turned on 24/7. Interesting part is in Cingular Wireless response, 1st paragraph it states “.....which is the contact number located within Ms. Fiatoa’s complaint”. The phone number they used to contact me, is my home phone which is no where on my complaint. The only number/s “located within .....complaint”, is the cell telephone numbers. Again another lie.
When I spoke to Jerry, he did not acknowledge my complaint, he wanted me to verbally tell him all over again, as if I wanted to purge? I just wanted to move forward and resolve the problem.
I called Jerry Reyes on March 3 or 4, and “NO”, I was not satisfied. A whole new problem - they want to charge me $522.12. I am waiting for the bill to arrive for review. The only bill I have received from Cingular is dated 1/12/05 for $141.21 and 2/12/05 for $143.39, and no other billing statement. I am not prepared to give a full response on this matter until I am able to review billing thoroughly.
If the “Office of the President for Cingular Wireless” is endorsing its representatives to blatantly lie, then I have no recourse but to permanently end my service with Cingular.
As I am talking to people about my Cingular Wireless nightmare, I am finding similar problems with those who had AT&T prior to Cingular Wireless.
P.S. I thought it was important for me to have my cell phone for work purposes, especially because the number was printed on literature, but Cingular has showed me that having their service was not important.