November, 19 2005
Mr. Edward Whitacre
Executive Complaint Group
Cingular Wireless
175 E. Houston St.
San Antonio, TX 78205
Dear Mr. Whitacre,
I subscribed to a wireless service contract with At&t in 1994. From that point until I moved to Florida and changed the service plan on August 2nd I was for the most part satisfied with the service I received. After I changed my plan and moved, the service has been unacceptable. I have had problems with my account. The biggest being told that I did not request my plan for change and, being billed for roaming charges which I was told would not apply to my new plan, to having my service interrupted completely.
The level of customer service I have received from your firm has been shoddy and intolerable. I'm sure you can review my account and see the number of times I have had to call the customer service group in order to get reasonably simple things corrected. Because I am aware of several instances in which I have called that have not been properly logged in your system, I am giving you a copy of the notes I have made regarding these phone calls. Not included are all the other attempts I have made but had to hang up because of being on hold for so long. They follow:
8/2 I called and spoke with Timothy Lorenz (customer care) and explained to him that I would be going to Florida and that I needed to change my plan so that I would not be charged roaming fees. I told him that I travel frequently and we talked lightly about how I had problems with a trip I had taken to Chicago in November and had come back with roaming charges and did not want that to happen again... I was told there would be a $50.00 difference for the changes... I was not happy about the charge but satisfied with knowing no roaming charges would apply... Secondly I had my esn # switched to another phone of mine because the speaker phone was no longer working.
8/9 Roaming charges started unbeknownst to me. First to reflect were calls made in Georgia which were made because i had a flight change do to poor weather which included a lay over in Georgia then off to Miami
Extended my stay in Miami getting acclimated then headed back to Philadelphia to pack the rest of my things.
10/11 I opened my phone bill which was in the amount of $2,700.00 I called immediately... Spoke with Brittany Johnson (customer care) explained my situation... Transferred over to a Pricilla Brill (resolutions department) explained my situation again... We talked about a claim being filed and if I were to sign a contract for two years with Cingular maybe they would considering doing something... Which at this time I was willing to do... Spoke with Pricilla who was unable to help me and did not put me through to a manager upon my request. I was told I would hear back from someone... Never heard back.
10/12 Phone is shut off. I called the number which the prompted message asked me to on my cell phone... Which gives you your balance... Now it's upwards in the amount of $4,500.00... Overnight... I spoke with another (customer service) person Robert Gilchrist and two (resolutions management) people Dawn Dorry and David Ortez my service was reinstated and I was told again a claim would be put in and I would hear back from someone... Never heard back.
10/15 Now I'm still in Philadelphia at this point but flying back to Miami... Problem: my plan still has not been changed. Cingular's solution: was told by your company that the only way to do that now is to sign a contract for two years... Which at this time I was not willing to do with roaming charges unwarranted in the amount of $4,500.00 and without hearing back from the company as promised not even once! Spoke with 2 more people Veronica Moreno (resolutions management) and Sabrina Grant (customer care). So basically at this time I'm stuck with a cell phone that I'm forced not to use because of roaming charges but have to pay for... Until I hear back from your company. Never heard back.
10/17 I called back and spoke with Mason Fury again explained my situation and he was helpful sent the claim in again. It is baffling to me that no one in customer care can help me... But they are the only people you get to talk to when you call Cingular... I'm told it must be sent to the higher ups and you'll hear back from them... But I never do... I told Mason how unhappy I was not being able to use my phone but having to pay for it all the while the problem would be checked and they would get back with me. I told him the customer service was unacceptable and Never heard back.
10/24 Wilma hits! Now this is a time of emergency... Had no choice but to use my phone to let people know about my well being. I was without electricity, Internet and a land line phone... I was forced to use my phone when Cingular still hadn't returned any of my calls and refused to change my plan unless I signed for 2 years.
10/17 I called and spoke with Angelic Watson explained my story again... Told that a claim would be put and I would hear back... Never heard back
11/1 Phone is shut off. Never heard back.
11/02 I called and spoke to three people Anita Holinde Sheryl McNabb and Emon I again explained my situations and frustration was again told a claim would be put in... At this point how exactly would Cingular call me back when they had shut my phone off... Emon assured me I would hear back... I gave them a number where I could be reached... And new mailing address... I called back later that evening to ask when I had started my service with Cingular/At&t... And again Cingular does not have the correct contact information for me... Now how are they going to call me back... Never heard back.
11/09 I called and spoke to Jennifer Ferrer (customer care) explain my situation again and told her how no one has returned any of my calls... She informed me that Emon received some word of my account and the charges were sticking... No one has called to discuss this with me no one. No one with any authority... Never heard back.
11/09 I called spoke to Dody Pratt (customer care) found out again you did not have correct contact information for me 3rd or 4th time I have given it to your customer care department. Went over all the calls made to your company and asked for advice where a complaint could be directed... She did not have any contact information for me... Never heard back!
11/18 I have as of yet received one phone call back or copies of the bills i requested... Or any bill for that matter... Cingular has never contacted me... Ever!
I would like to pay, what is owed, and that is my regular monthly charges with out the roaming charges. I have no way of figuring that out because I am still without the bills I requested time and time again, and without any return calls from your company.
I am also left without a phone which makes day to day living difficult looking for a job, speaking with friends and loved ones... I'm also left with a message saying my service has been shut off no forwarding numbers for friends and loved ones out of state to reach me.
I am just sick about this... I just relocated to Florida to start a new career... And in search of a new apartment... This has made my life that much more difficult... My last thoughts before tossing and turning trying to fall asleep and my very first waking in the morning... Butterflies in my stomach... I have experienced a range of emotions... Frustration, to anger, to giving up, to fear of starting off my new life with debt that is not warranted... And many, many tears. I feel that I have a voice and I want to be heard.
As you can see, there are many problems with the level of customer service your firm provides. There is no follow-up from your customer service reps. The customer service reps are not knowledgeable about the types of plans you provide or how to troubleshoot problems.
Probably the most serious problem of all is the deceptive, hallmark of an answer, that I continued to receive..."Someone will call you back and I'll send in the form for a claim." These tactics the customer service reps apparently use are a reflection of the inadequate, defective service, unresponsive and abusive customer service and, the misleading representations by phone agents, and flat-out fraud that I have been faced with. Despite the fact I made my needs for a new plan very clear to your customer service reps nothing has changed to date in my attempt to resolve this matter... Except my phone is shut off and I'm left with a bill to date in the amount of $5,326.88 and still waiting to hear from you... I was left with a plan I am positive that no one, including myself, would use let alone be forced to use.
I would hope that this was an isolated incident, but after looking at the complaints posted on the Consumer Affairs web site, among many others there are apparently very similar problems with other customers as well.
Clearly, I would not have continued to stay with you Cingular if you didn't have a plan for me when I called in August 2nd for I'm not under contract. I went to great lengths to explain my situation and needs to the representatives and feel I was ignored. My conversations for sure after October 11th reaffirmed that fact that I moved out of state... Using the reference that I had called on August 2nd initially and spoke with Timothy Lorenz... And confirm that the reps had noted in the system that I told them I moved out of state. With this knowledge, they should have changed my plan to avoid roaming charges... Without trying to force my into a two year contract with the rewards being "maybe we can do something about those roaming charges".
I think I have been extremely patient in dealing with the problems I have had, but I do not intend to spend any more time dealing with these issues. With each phone call I've made on average the with combined wait times, transfers and talking to people, none with the authority to help me. And all the press one press two's... You can figure on average each call has been between 45 min to 1 hr and half, some even more... Total that with the research I've done online trying to find a contact person in your company... It's been a full time job with lose of sleep and added unbelievable stress and anxiety. We are all busy people and none of us have time to waste dealing with unacceptable service. My request at this point is for you rid me of all roaming charges and taxes that are still outstanding on my account.
Considering the poor level of service I have received and the frustration in dealing with wireless service that does not work for me I think this is a very reasonable request. I would like to send a check for my basic service for August through and up to the time I was able to use my phone without roaming charges but I do not intend to send payment for any of the roaming fees I was charged.
I am sending copies of this letter along with formal complaints to the, (UCAN) Utility Consumers Action Network, (NARUC) National Association of Regulatory Utility Commissioners, Pennsylvania Public Utility Commission, Florida Public Service Commission, (FCC) Federal Communications Commission, Consumer Affairs, Help me Howard, Better Business Bureau, and anyone else who will listen.
If this is not handled to my satisfaction within 30 days from the date of this letter, I will be filing a complaint under the Deceptive Trade Practices Consumer Protection Act as well. I regret having to take these actions, but I feel I have made every effort to get this resolved without success. If you would like to speak with me, please contact me at the number below.
Thank you for you attention, from an end consumer.
Jesse
sunny isles, Florida
U.S.A.
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