To Whom this may concern,
I am wanting to file a complaint against Cingular Wireless for multiple issues. First, I called last month, between 4-6 times (2 times was disconnected, once I waited for the rep to come back 22 min's) to change my bill to a 1500 minute plan, and was told that it was done, and I recd my new bill and it wasn't, so now i am being charged. 35 per minute over my previous planned minutes.
I have spoken to 4 different agents, Mike, Mitsy, Jaka, William and countless others, trying to get my account credited based on the plan I asked them for. No one is willing to help, as a matter of fact, I have gotten comments like "we don't make mistakes like that" or "we don't have any notes on the account" or "It is your problem, not ours" and when asked to get a supervisor, I was told they could not help, and I was hung up on twice. I asked for the address of the company to file a complaint and was told to see their website and basically find it myself.
I have had 4-5 issues over the past few years getting line items added to my bill "inadvertently" so they say, and only because I check my bill and called them so many times, did they credit the "inadvertent" charges. I have spent countless hours on the phone, on hold, and dealing with VERY rude and inconsiderate customer service reps. I want to take my business elsewhere, but will be charged $600.00 for all lines to do so. They told me that was the hook?
I am also trying to get credit for dropped calls that have occurred on my Cingular phones, and am told that it is not their responsibility to support every call everywhere, and it just a systematic problem I have to accept? I don't accept it, and want credit for the 200 dropped calls collectively on all 4 lines over the past few months.
I am very tired of spending hours on hold just to get to their reps to discuss issues that they are responsible for, like "inadvertent" charges on my bill, and changes to my plan that they Promised would be done, and never did. Why wont they confirm with an email? Maybe because then the customer would have something to fall back on... Second, my complaint is regarding False Advertising. I am told that any call made to a any other Cingular number/customer is no charge, and yet every time I call my voicemail, which is a Cingular number, I am charged minutes above and beyond the ad's promise of free network calling???
How can Cingular get away with charging me for minutes to my own cellular number when it is an AT&T or Cingular number and I was promised free calls to all those 50 million customers? I want a credit for those calls, they told me they were free. I am so very tired of wasting my time dealing with Cingular, and there very rude and sometimes mean spirited reps.
I can not spend any more time on the phone with them, and want resolution or I will take this to the next level and file a lawsuit. They don't seem to want to listen to the customer directly, so please file this with them on my behalf.
The charges on my account that need to be credited are approx $305.00.
Thank you and Please help,
John
Cingular acct#15xxxxxxx
I spoke with several reps on the following dates concerning the above issues, sometimes I was disconnected others they promised me my request was done, a couple dates I spent longer than 30 mins on hold, and gave up until I had the time to pursue later:
(Some of these dates are estimated days, because of missing info on my notes)
2/12,2/27,3/6,3/15,3/16,3/28,4/11,4/15,4/27
The reps name I was given are: Mike, Mitsy, Jaka, William, Bill, Jandra? Liesha?
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