I have never had as much of a run-around as I get every time that I call Cingular Wireless.
For the past two months I have been trying to get information for a charge that appeared on my invoice for billing cycle 02/26/05-03/25/05 for account number *. The charge is on page 3 under Account Charges, Credits, Adjustments & Other Charges and is notated as Equipment in the amount of $269.92.
I returned a phone (Motorolla V220) to Cingular's Warranty Department via RMA # * due to problems with the screen. After about a week of purchase the phone got a black dot on the inside screen, then the dot multiplied to three dots over the next few weeks. This phone was kept in a case, never dropped, never submerged in water and there was no damage to it.
On 4/1/05 I called the Warranty Credit Research department to make sure that the phone was received and to find out what caused the dots. I spoke w / Evon and he told me that there was no damage to my phone it appeared to be a manufactures defect. He assured me that there would not be any charges to me for this exchange.
On 4/4/05 when I received the above mentioned invoice that was not the case. Again I called and was told by Customer Service that they had not ever seen a charge like this on a bill. There were no notes or reference info. They told me it must be from the Warranty Department. I was transferred to them and they told me it was not there charge and they transferred me back to Customer Service where I was told that they did not know what it was for, so a hold was placed on my account and a research request submitted. I was told that I would receive a response by 4/8/04 and for me to pay all but $290.00 on my bill.
On 4/7/05 I called and spoke with Rick Smith. I was told that there was still no resolution and that another one week hold was placed on my account and that I should receive a call back by 04/21/05.
On 4/21/05 I had not heard from Cingular so I called and was told that I would hear something no later than 4/22/05.
On 4/22/05 still nothing, I called again and was told that there was no resolution and that it had been pushed back until 5/4/05.
On 5/3/05 I called and spoke with Robyn Peters and she told me that there was still no resolution, she looked over the account and had no idea what the charge was and why it was listed on my bill as Equipment. She spoke with a manager and they decided that she would submit a credit request for the charge because it made no sense.
On 5/4/05 I received a call stating that they decided that the charge was for the returned phone and it was damaged, they just messed up and over billed me for the phone. The charge should not have been for $269.92 the correct charge is $150.00 and that a credit of $119.92 would be issued on my account. I told him I was disputing this charge and he told me he would make a note on the account.
On 5/5/05 I have received a phone call with a recorded message that I needed to contact customer service, an e-mail and a text message. Cingular just resolved this yesterday and I am being hounded already to pay this even though I told the rep yesterday that I was disputing this charge.
On 5/5/05 I called back and spoke with Mike Beverly in Customer Service he could not help me so he transferred me to Anna Sanchez in Warranty Exchange Dept, who in turn transferred me to Gloria in the Resolution Dept. I asked her to provide me with the Tech's information on my phone from the review of the phone upon receipt. She told me that she did not have access to that information all that she could see about my account was the information that was in my account notes. I again explained to her that was not my request, I wanted to know exactly what the Tech that inspected my phone, what his notes stated. She told me AGAIN, I can NOT provide you with any additional information.
At this point I decided that enough was enough.
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