Cingular Wireless Complaint - They billed me for wrong contract; suing me for $11,000.00
CARLSBAD, CALIFORNIA -- I bought four cell phones, one for me and each of my 3 children. I picked "THE FAMILY PLAN", which was 'Unlimited, free cell-to-cell', so my family could call eachother anytime without extra charge. All we would have to pay for was monthly fees and any "Other" calls we made. All was fine at the store.
My first bill was wrong. They had inadvertantly charged me for "Unlimited nights & weekeds". So I had been charged for all the calls my family made to eachother, which was a whole lot!
When I called the store, they told me that they would call and take care of it.
The following months' bill was even worse. Evidently, the store where I signed up did not take care of it. I called customer service and explained what had happened. The were very rude. They said that they did not have a copy of my contract, and that I should fax them a copy.
I faxed them a copy, and I never heard from them again.
The following month, the bill came, and it was the same billing, which was wrong. I called customer service again, explained the entire thing to them, again, and they told me that there was no record of my phone call to them the previous month, and there was no fax. I told them that I did fax the copy of my contract to them, but they insisted I was not telling the truth for some reason. They said they didn't receive any fax, and I told them that the person I had spoken to previously should have called me and told me if the fax didn't go through, as I had no idea. I assumed it had gone through. The person I was speaking to acted like I was making the whole thing up just to get out of the bill. I said to this person, "Why in the world would I get free nights & weekends instead of free cell to cell, since the 4 phones were to keep in constant contact with my three children? That's why I chose the "Family Plan!" I told them I was disputing the bill at this point until they could get it right.
Now 3-4 months later, I then went to the store where I signed up for my service and bought the four phones. I stood in the store and explained this entire mess to the girl working there. She remembered me from when I came in with my three boys. She told me that she would PERSONALLY fax a copy of the contract to the billing/customer service that day. She told me she would take care of everything and not to worry.
The next month the bill came, and it was still wrong! I called customer service again, and they said that they never received any fax from the girl at the store, and there were no records of anybody calling.
By this time I was about to burst with anger! I called the store and asked for the girl that had "Helped" me the month before, to ask her what had happened. I was told that she no longer worked there! The 'Other' guy who worked there searched the entire store for my records. He could not find my file or a copy of my contract! Nothing! It was as if I did not exist! Apparently she had left no notes or information about my file. She obviously did not do anything to help me, and did not fax a copy of my contract.
Unfortunately, as I had recently moved, I could not find a copy of my contract either. BUT IF CINGULAR DID NOT HAVE A COPY OF MY CONTRACT, HOW WERE THEY BILLING ME FOR THE WRONG PLAN???
I called "Customer Service" again. They were always so VERY RUDE and EVEN NASTY TO ME! They treated me like I was some kind of SCUMBAG THIEF trying to get away with some kind of scam!
I am a SINGLE, DISABLED, MOTHER OF THREE! I have done everything in my power to fix this problem that THEY caused from the beginning! Not once have I been spoken to respectively, nor have I ever been actually helped by Cingular! They did not care if THEY GOT IT WRONG! THEY WOULD NOT DO ANYTHING. They told me, "IT IS YOUR PROBLEM AND YOUR BURDON TO PROVE TO US THAT WE MADE A
None of the employees that I had spoken to had bothered to document any of my calls/inquiries to them. That's just plain LAZY workers!
They finally disconnected my phones for NON-PAYMENT. Again, I told them that I was disputing the bill because they had billed for the wrong plan since the beginning.
COULD THEY PROVE THAT "I DIDN'T CONTRACT FOR THE FAMILY PLAN?" COULD THEY PROVE THEY WERE BILLING ME CORRECTLY? NO!!!!!!!!!!!!!!!!!!!
Not only did they disconnect all our phones, but since they were also my regular house phone company, they turned off all the "Extras" on my house phone. No call waiting, caller ID, NOTHING! THEY EVEN TURNED OFF MY LONG DISTANCE CALLING!!!
It has now been around 5-6 YEARS since then, and now they are suing me for over $11,000.00 worth of bills!!! They can see by looking at the physical bill that ALL THE CALLS ARE "CELL TO CELL" between my children and I. You would think that they would be smart enough to know, that if ALL the calls we made were "FROM CELL TO CELL" between the family, that I would have picked the "FAMILY PLAN!"
It became apparent that CINGULAR WIRELESS, known also as "SBC", WAS NOT WILLING TO ADMIT THEY MADE A MISTAKE! How could they do this to a single mom? Don't we have it hard enough without all this extra STRESS! They ruined my credit! I have not been able to get a credit card since then. I can't get a loan of any type. My son wanted a dirt bike, but I couldn't even qualify for a $3,000.00 loan! Once I tried for a $500.00 loan and couldn't even get that!!
Is there anybody out there that can help me with this ongoing thorn in my flesh? I would really like to have cell phones again for my family. My kids do go out riding dirtbikes in the desert, etc., and it kills me that I cannot stay in contact with them in case of an emergency! My 11-year-old went out riding and his bike broke down. He had to push his dirtbike all the way home, a couple of miles, because he no longer has a working cell phone, and with my credit, I cannot get one!
Thanks for listening! Can anybody help?