There are 3 things that happened with this company.
My families business had 4 cingular wireless phones... The lines kept going over the minutes by the 1000's, we would call customer service and they would not do anything about it, we counted all the minutes up on the bill and it did not even equal what they were charging us. Still they would do nothing about it. So we turned the phones off for 2 months and put them in the drawer. And we were still going over the minutes by the 1000's. We explaiend this to them and they refused to do anything about it and slammed the phone down on us. Finally we talked to someone and they told us if we paid the bill they would go ahead and cancel the account... So we paid the bill and got charged 150 early term fee canceling early although we were told we would not be! They would not credit this and still tacked on more overage on the minutes while the phones were shut off!
2nd story. My husband worked for cingular wireless customer care in Little Rock, AR. He was a good worker and had many reports of achievements... Well one day they pulled him into a room and said that he has missed 3 days of work and he was fired. He asked to see the reports on the days he missed because he did not recall any of these days. They showed him the reports and he proved to them that he was indeed at work on those days because he was given the award on one of the days, He had a meeting on another one of the days, and he was on the phones on the other day when the electricity went out and had to get his manager to come and fix his phone. They said well, we already wrote up the papers and it would be to much trouble to change it! They grabbed him by the arms leaving bruises and threw him out the door. Somehow they did a block on any unemployment benefits because of Arkansas Law.
3rd story: My husband and I have a cingular wirless family plan... 1 of our phones quit recieving calls. We could make them perfectly... We called customer service and they disconnected the call 4 times. Finally the 4th time they called back and used our minutes and said they would give us the minutes back since this is thier policy. Well before she could fix the phone it disconnected and she was on the phone with us for a long time! Using our minutes! So we called customer care again and explained the situation and told her we would really like the phone fixed and that she said she was going to refund the minutes she used. The rep apologized and explained that "protocol" disabled her from being able to credit min. We explained that we were going to be over the min because she used the min up. We talked to the manager (My husband is an extremely nice man) and he REFUSED! To put the minutes back on the account and said that he did understand that it was their fault but he would not give a credit on the bill even if it was thier fault. Next, there was a special that came out with plans starting at 49.99 you would get the additional line at 9.99.. So I went online and changed our phones to this plan.
INternet confirmed this change and all was perfect. We get our bill and they refused to change it to this plan! They said that since online did not allow us to "sign a contract" that they refused to change it to the plan on special. (although I already changed it and proved to them that I did indeed change it to this plan and internet did not say anything about a contract!).. They put it on a even HIGHER! Priced plan this caused our bill to be 300.00! THe manager said that she understood what we are going through with the bill but cingular wireless refuses to give any credits on the account or minutes even if it is thier fault and they do something wrong on the account. My husband asked the manager to have a regional manager call him and the manager said. "do you have another number besides your cell. Because we wouldn't want to waste your minutes." very rudely.
*In the last meeting my husband had with cingular wireless he went through a protocol meeting... This meeting told the employees that they were no longer to help the customers save money. Since they now have purchased AT&T they didn't need to watch so closely at the church (customers that cancel). They explained to them if they show the customer or explain to the customer how to save even 1 penny they were risking thier job.
*My Husband worked for Little Rock, AR call center. And our cell phones are out of Little Rock. But the customer care center we call is in Texas.
Crystal
Conway, Arkansas
U.S.A.
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