My letter of Complaint to Cingular:
Cingular Wireless
Attn: Complaints Department
Glenridge Highlands Two
5565 Glenridge Connector
Atlanta, GA 30342
November 27
To Whom It May Concern:
I am writing this formal letter of complaint as your staffs are extremely unhelpful and it seems that no one at your customer service center can help me with my problem! I would like to inform you of how unorganized and completely inconsistent your customer service department is.
My issue is the fact that I have been overcharged for text messaging, even though I spoke with someone to confirm that this would not happen and that everything was just how I thought it was. This begun on November 9 when I decided to cut my plan back. I called and chose to change my plan from REGSM 1000R 5KNW to the Region 600 plan and the text messaging package from TM750 to TM100. I was told that my changes would become effective November 21 (at the beginning of the next billing cycle).
On November 18 I spent some time browsing cingular.com to see if I could find a better plan. I found that I liked the Limited Time Nation 1000 w/rollover plan, so attempted to change my plan online to no avail. You must of course be aware, of the terrible state you website has been in recently I do understand you are going through big changes and I patiently await the new working site. So, since I could not change my plan online, I called in and was told by the operator that the LTN 1000 plan was no longer available and had been completely removed from their system so there was no way they could even access it. Since I know how terrible the customer service is at Cingular, I hung up, called immediately back and spoke to a different operator who changed my plan for me happily to the LTN 1000 plan. At this time, I made it clear that after some thought, it would be better for me to stick with the TM750 plan rather than changing to the TM100 plan on November 21. I was told everything was fine, and told that the changes I had made today would become effective November 21.
Today, at 11.45am on November 27, I called up to ask a few questions, the main one being the fact that I had ordered a graphic off your website, but could not view it as I had no IP address. I must have waited, while Peaches' searched for the information to help me, for at least 25 minutes until she decided she could not help me and wanted to transfer me to the technical department. I then asked her why I had been charged for all these text messages and she told me that my plan had been changed to the TM100 plan on November 9 and had not been changed back to the TM750 plan until November 21.
This is totally unfair since:
(a) i was told that the changes would not take effect until the next billing cycle on november 21 and
(B) Even if the plans where changed the same day that I called in the first time (November 9), then the plan should have been changed that same day when I called in on November 18. You are very inconsistent.
I was told by your customer service representatives each time I called that my changes would not take effect until November 21. Therefore, I believe that I DO NOT owe the charges for the additional text messages which come to a total of $24.00. I expect my bill to be corrected and to be personally informed of the new balance so that I can pay it before the due date (December 10). I also expect some kind of explanation of why you allow your company to have such shit customer service.
I am looking forward to hearing from you.
Sincerely yours
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