Two months ago I bought a basic $39.99 plan at the local Cingular store in Elmwood Park, IL. I specifically asked what is covered by the plan and got detailed information, fully consistent with what Cingular advertised on their home page.
When my first bill arrived, it was for almost three times the basic price but Cingular customer service explained that it included activation fee and it was prorated for the part of the month outside of the billing cycle, and of course there was a state tax... The customer service person confirmed that my next bill would be for the $39.99, plus tax.
On my second bill, monthly service charges were $53.57 (with the tax, total would come up to almost $60.00. Again, I called customer service, was disconnected twice while waiting, and finally got a representative on the line. This time I asked her to check my plan's cost and explain the difference in billing. There were no activation fees or prorated charges to distract me. She explained that some bundled charges are included in my monthly service.
Those charges were: internet connection, 400 or so free text messages and roadside assistance. Total of which added to my bill $13.00 per month (before tax). I never ordered any of these, no one ever asked if I wanted them or discussed price with me.
I calmly told the customer service person that I want an immediate credit for those charges for both months and have them removed from my bill, or I will file the consumer fraud complaint with the Illinois Attorney General Office. I got the credit, of course after several minutes of waiting. Allegedly there was only one person there who could approve such credit.
So this report is rather a warning than a complaint: all unaware current or potential customers of Cingular (now ATT) beware: if you are billed electronically and think that there may be something wrong with your bill, go and open every single link in it. Those suprise charges are not shown on the bill's face. You have to actually know where to go, to find them (check the link Rate Plan & Features, as the extras are listed under Added Features, meaning you have to pay for them).
The service rep walked me thourgh all of this upon my not-very-friendly demand. I realize she is probably the most innocent party on the Cingular's side, but hey - somebody has to take customer's angst, don't they? I know. I worked as a helpdesk person, which is a service of very similar nature...
Best regards, and buyers beware!
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