I have to tell you that during the past year, my experience with Cingular Wireless has been so bad that I am considering canceling my service of four phones, and advising all of our family and friends who have Cingular to consider switching services.
Since we purchased the family plan, we have had eight months of incorrect billing and two incidents of fraud. Now, when I need to get a replacement phone, I am subject to Cingular's (Asurion) affidavit process that makes me take additional time out of my day and forces me to comply to procedure to protect' Cingular's and Asurion's customers.
I escalated my call on Tuesday, September 5 and was promised, by Andrew, a supervisor with Cingular, an escalation callback within 24 48 hours. Mind you I spoke with Erin at Cingular, Dennis at Asurion who cold transferred me to Sheila a supervisor at Asurion who was quite firm and not willing to understand my viewpoint and treated me like the their who violiated my account.
I insisted that the time frame was unacceptable, but for some reason, I have not received a call as of September 29. Needless to say, why should I stay with a carrier who doesn't bill correctly, makes the customer seem like a thief and unworthy of being listened to and does not follow up on escalated calls? Imagine, there's no way to voice a complaint to a person unless a letter is sent to a customer relations center.
I understand the need to prevent fraud, as I returned a very nice phone to Cingular that was sent to our home as part of a fraud attempt. A second phone was sent, a PDA, and although the fraud was reported previously and identified as internal fraud, the phone was sent to a Brooklyn New York address. I have previously had warranty service, and was advised that the phone had to be signed for and had the device sent to my job so that a signature would be required. With this said, funny how a phone is sent and not returned by the carrier because a signature was not taken. Let's remember that I pay for this service'.
All I asked if that the phone in question be sent to my job because I was not able to run around and have paperwork stamped by a notary and sent back and wait for the paperwork to be approved before a phone is sent. I'm still wondering if I will ever get a call as I was promised.
I went through the process to add a security word to the account, and I am still treated like the thief Cingular is used to dealing with. As a stakeholder in the company I am disappointed and willing to send this letter, in more detail to anyone who will listen. I would think that a wireless company that rose out of a more established company (AT&T) would investigate a company that provides warranty service before choosing a company like Asurion.
I have to tell you that I'm done, and I will spread the word.
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