I have been an AT&T to Go phone holder for more than 2.6 years. I have always kept a rollover balance during that time of approx. $171.00 which rolls over in 45-days.in March when I called to check my expiration date and balance the computer-generated recording/system provided an expiration date 45-days later than the one originally provided. This is important because AT&T never notified me of this policy change etc. Prior or sent me any written company correspondence of their new expiration date change policy and practice.
On 4/11 I refilled and rolled-over my balance of $182.09 to expire 7/10. So on or around 7/7 I called to check my balance and expiration date and the computer-generated recording/system stated "expiration date - 7/15".
So on 7/15 I called to rollover my balance and the computer generated recording/system stated my balance was $0.00 and it expired on 7/10. I transferred to a customer-rep who says my account is at $0.00, I explained my dilemma and asked to speak to his superiors. I was then transferred to the Resolution specialist Jen Marshall who indicated my account had expired and I will have to buy more time and cannot (translated to more like Cingular unequivocally refuses to) recover my $170-plus balance.
I escalated my gross problem to her supervisor Mr. Greg King who advised it's their/Company policy that when a to-phone-card expires they are unable to reinstate it and issue back an existing balance credit, if they were to do that for everyone and not follow their policy they would go broke. I explained their computer-recording/system gave me a new expiration date of 7/15 and this is the date I am calling to rollover my balance of $170-plus. He indicated that there were no senior persons i.E. Operations Manager available until 72-business hours and the OM will only tell me the same thing as this is Cingular's policy. The Operations Manager who will call me back in 72-business hours is Mr. Chris Jennings and if I buy a refill of $25.00, Mr. Jennings will call me back at 510-my-to-go-phone #.
This is CRIMINAL - how can a company have a business practice of having its computer-generated notices give its customers expiration dates and then they don't honor their own expiration date. I have held to the practice of being an excellent customer for more than 30-months and now I am expected to flush $170-plus down the toilet (work an extra 12-hour shift to recoupe) and pay Cingular more monies to have my service reinstated.
0 comments