10/9
Cingular Wireless
Lubbock, TX 79415
Dear Cingular;
I have been a Cingular Customer for nearly 10 years. I have had problems that have been resolved in the past, but I am truly shocked at how you are misrepresenting your Family Talk plan to consumers for $9.99 per month to add a line.
My husband is retired, on a fixed income and living with throat cancer. For that reason he had been reluctant to get a cell phone until I brought this affordable solution of $9.99 per month to him so he could have a cell phone when he is on a trip.
The phone cost was $150 with a $50 rebate and there was an $18.00 set up fee, all understandable and known upfront. However, I had to upgrade my service for an additional $20.00 per month added to my own cell bill, which I did to get my husband his $9.99 a month plan. We also had to sign a one year contract, which was also acceptable, and had phone insurance added. The total monthly bill should have been $9.99 plus phone insurance and taxes, what maybe $18.00 a month at most??? NOT
Your hidden costs caused his first bill to be over $70.00 then the second bill was nearly $35.00. Do the math yourself. An advertised add a line should be $120 a year plus a few taxes and it's actually $480 a year, DOUBLE the advertised cost. This doesn't include the added $220 a year to my own cell bill so we could add a line. Is that what you call honesty to your loyal customers?
Then, to make matters even worse, I had to call and cancel his phone service because he truly cannot afford THAT much a month or we would have had a cell phone added for him years ago. We have to pay a charge of $150.00 for EARLY TERMINATION???
Although that IS stipulated in our contract, your end of the agreement, in my opinion is not upheld, not clear and not fair. First of all, your loyal customers, who have been with you for years are penalized for having contracts, so when new plans are unveiled, we are NOT ELIGIBLE only NEW customers are eligible. Secondly, I would not mind at all paying an early termination fee for my other TWO lines I pay for on time every month with Cingular Wireless, but THIS line is different. YOUR ADVERTISMENT IS MISLEADING TO CONSUERS, especially those on a fixed income.
I am requesting that the $150 fee be waived for early termination of my telephone number. And in the future you should make consumers aware that the cost of their monthly plan must be increased AND that fees, taxes and etc, etc, just may double their anticipated monthly bill.
I do not have to have contracts for my land line through SBC, my satellite, my internet service provider, electricity of a myriad of other services, why for wireless telephone. Can you not stand by your customer service. Customer loyalty and pricing to maintain your customer base??? I would say that customer service is overall very good with Cingular Wireless, but this has changed my mind to the point that, depending on the outcome of your decision, I am prepared to pay early termination for all three of my Cingular Wireless phone contracts and switch to another company where I won't get this level of dishonesty.
You have advertised a service for $9.99 a month and are charging nearly $35.00 a month. THAT is truly misleading to consumers.
I am requesting that my account number XXXXXXXX be credited for the $150 early termination fee for the telephone number xxx-xxx-xxxx / That is all I am asking besides a good honest look at your advertising of this family talk plan as well as allowing your long term, loyal customers to be eligible for new plans with more minutes, not just new customers
Sincerely,
You can contact me by telephone, e mail or USPS mail. Your response would be appreciated.
Kathy
Batesville, Arkansas
U.S.A.
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