I purhcased my 2 yr Cingular Service plan via Inphonics in April 2005. The contract promised a loyalty rebate of $150 if I were to remain with Cingular for at least 181 days. As long as the rebates were sent to Inphonics after 181 and less than 210 days of service with the required documentations, then I will be issued a rebate.
All documents were sent in on time and was received by Inphonics in late November 2005. I received a notice from Inphonics in Jan 2006 saying that my rebate was denied because my cellular service (according to Cingular) was listed as inactive. I responded to the Inphonics customer service that my service had been continuous since the start and there was no change to my plan nor a change in the phone number. The number was a new number assigned by Cingular. Inphonics requested that I sent proof of my phone bills showing my uninterrupted service.
The documents were faxed in Feb 21, 2006. I specifically requested that an email be sent to me upon the receipt of the documentations to verify that the faxes were properly sent through. I did not hear a response from Inphonics.
In March, I resent the documents, again requesting for an email or phone call to verify receipt of documentations. Again, no response. In April 20, 2006, I sent an email to Inphonics rebates customer service requesting for a status update. I was told that the request was forwarded to another department for review. I did not hear a response from this other department.
NO email, no phone call. On May 23, 2006, I called Inphonics Rebate Center Customer serivce center to follow up on my rebate status. I was told by a customer agent that my rebate was rejected because my Cingular service was suspended within the first 181 days of service. THIS IS NOT TRUE.
In Feb 2006, at the request of the rebate department, I faxed in copies of my Cingular bills, proving that I had uninterrupted service from the start of service date to present. However, once again, my rebate was denied again. According to the rebate customer service agent, the rebate was rejected because they were informed by Cingular that my service was suspended within the first 181 days of service (despite the fact that the rebate department has copies of my phone bills to prove otherwise).
I was told by the Inphonics Rebate supervisor Heather (Employee ID 9301)that I need to contact Cingular to find out why my account status comes up as deactivated. If it is active, Cingular will need to provide documations that I had uninterrupted service from the start. (although they already have copies of my phone bills proving otherwise).
I called the Cingular customer service. I was told that according to the Cingular system, my account is active and was NEVER interrupted or changed since the account was opened. The ONLY document that Cingular can provide is the monthly bill proving that case, which the rebate customer service already has. I got on a conference call with Cingular and the Inphonics Rebate Center customer rep. Cingular and I tried to find out which Cingular Department the Inphonics Rebate Center called to find out the status of my Cingular service. Whoever from Cingular that gave the information to the Rebate center is clearly contradicting the information that the Cingular customer service has on their system. If we can find out which Cingular department provided the misinformation, then we can see where the discrepancy lies. However, the rebate center agent I spoke with will not provide me with this information nor was she able to transfer me to the department that makes the rebate approval decisions. She just keep on asking me to send an email to their customer service.
Unless Inphonics can tell me which Cingular department provided the faulty information, then the only assumption is that Inphonics NEVER contacted Cingular and the rebate was a scam. If there is a discrepancy in the Cingular computer system, we will need to know which department Inphonics called to verify my account status so that we can clear the matter up. This was made very clear to the Inphonics rebate agent.
Both myself and the Cingular service agent tried to get as much information as possible to find out ANY information about my discrepancy. But we were stonewalled with no lead after an hour on the phone. All Inphonics told me was that Cingular records showed my account was deactivated within the first 181 days of service and therefore, there is nothing they can do to reverse the decision. I have done everything I can to get as much information as I can to resolve the discrepany in my Cingular account. However, Inphonics have been very uncooperative and just said the decisions were made by another department. They will not give me the contact information of that department nor information on which Cingular department provided my account status to Inphonics. All the agent told me to do was send an email to their customer service.
On May 23, I send an email to the Inphonics Rebate customer service center describing the day's conversation with Cingular and Inphonics agent. I requested for information on the Cinuglar department that provided the erroneous information. On May 24, Inphonics Rebate center responded to my email saying that they are "not in a position to assist me further with this rebate" and that I should contact the store where I purchased the service from. However, the service was purchased through wirefly.com, which is an Inphonics company.
I understand that Inphonics cannot validate my service account information because Cingular told them that my account was deactivated within the first 181 days of service. However, all I'm asking is to know where Inphonics got the information from so that I may call the corresponding Cingular department to sort out the problem. I, as a consumer, should have a right to know where Inphonics got their information.
I have provided documentations proving that my service has been in continuous service since the date of inception. Inphonics has NOT provided any proof that my account has been cancelled. Therefore, Inphonics has no reason to decline my rebate.
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