On August 7 my son was injured in a boating accident on Lake Powell. He was air lifted to Flagstaff Arizona where he remained in the hospital for almost a month. The cell phone I had with me was on the Corporate Advantage Plan, which charges only for the minutes used and has no special plan for long distance.
On 8/13/05, I changed service to Nation 900 with rollover plan for $59.99. The billing I received dated 8/25/05 had the plan as the National Plan for $39.99 for 350 anywhere minutes. This resulted in $552.39 in over-charges
Upon receiving the bill on 9/4/05, I contacted Cingular about the mistake and was told there was nothing that could be done about their mistake, but they would give me a $30.00 credit to help ease the pain. I then changed the calling plan to the Nation 900 calling plan - $59.99 for 560 anywhere minutes. I was told to call back on 9/25/05 to change the plan back to the Corporate Advantage Plan.
On 9/25/05, I called and changed the plan to back to the Corporate Advantage plan for future service.
On 10/3/05, I received a bill for $1,252.60, which was the appropriate amount to be billed IF the phone was on the Corporate Advantage plan from the dates 8/25/05 to 9/25/05. Cingular changed the phone to this plan RETROACTIVE to 8/25/05. I called Cingular (Darrell) who agreed that they had made a mistake, but had to send the matter to Corporate for the credit. Since it would take 6-8 weeks, we agreed to block the automatic payment feature so that this bill would not be charged to my credit card. The charge did appear on my credit card statement.
11/3/05 I called Cingular and spoke to Kevin Ewan and was told the issue is still in process and it should be resolved in a week to 10 days.
11/14/05 I called Cingular, spoke with Tiffany who told me the work order was put in 11/3/05, that is was submitted to a supervisor, who then submitted it to Receivables Management, who would then submit it to corporate and that this issue would be resolved by 12/3/05
12/5/05 I called Cingular and after lengthily conversations with several representatives, was transferred to Nancy in the Resolutions department. Nancy acknowledged that the Cingular did make a mistake, my request for the credit was valid and there is no reason for the credit to be declined. (Nancy is the only person I've spoken with at Cingular that has been civil or even helpful). I requested that she put this in writing so that I could dispute the charge with my credit card company and was told that she could not do that. I then spoke with Kristina Bradley, Supervisor of the Resolutions desk, who told me she needed to talk with a client management supervisor to get approval for my requested letter.
The following email communications ensued:
Original Message
From: xxxxxxxxxx [mailto: [email protected]]
Sent: Monday, December 05 9:28 AM
To: Bradley, Kristina C
Subject: Thanks
Kristina,
Thank you for the time you spent on the phone with me today. Hopefully,
we will be able to have some sort of credit verification letter or email
generated that will satisfy American Express.
Here's my contact information;
Xxx X. Xxxxxxxx
[email protected]
toll free: x-xxx-xxx-xxxx
direct line: xxx-xxx-xxxx
cell phone: xxx-xxx-xxxx
Thanks again,
Xxx
From: xxxxxxxxxx [mailto: [email protected]]
Bradley, Kristina C wrote:
Thank you for your continued patience for this matter,
I have escalated your request for verification to Cingular Credit's and Adjustments team. They will be able to send official documentation via email or written letter shortly. I would like to thank you again for your understanding.
Kristina Bradley
Cingular Resolutions Desk Supervisor
kristina. C. [email protected]
From: xxxxxxxxxx [mailto: [email protected]]
Sent: Monday, December 09 9:58 AM
To: Bradley, Kristina C
Subject: Thanks
Kristina,
I have received no communication pertaining to the credit verification letter I requested. Obviously, the deadline for American Express (December 7th) has passed. Do you have any idea as to what I should expect from here?
Is there someone on Cingulars' Credit's and Adjustments team with whom I can communicate?
Your help is much appreciated.
Xxx
Sent: Monday, December 13 1:05 PM
To: Bradley, Kristina C
Subject: Thanks
Kristina,
It has now been just over 1 week since you and I talked and since your last email to me. Since then, no one has been in contact about my request for verification of the credit, or about the credit itself. American Express' deadline for documentation has passed and I am now
being charged interest on the $1170.00 mistake that Cingular made. It has been 2 1/2 months since Cingular made the error and I am apparently at a dead end in dealing with any person at Cingular. I suppose the next
step for me to take is with whatever regulatory body Cingular is accountable to and some form of litigation. If you can shed any light on the status of this situation or offer any suggestion that could be of help, I certainly would prefer to continue to try working directly with Cingular to resolve this problem. I look forward to any response you can offer.
Xxx Xxxxxxxx
12/14/05 I filed an email complaint with the FCC
Today is December 15th. I have had no communication back from anyone at Cingular.
0 comments