Cingular Wireless, AT&T Formerly Cingular forces contract down your throat Ripoff Atlanta Georgia

After being an AT&T customer for years (and then a Cingular customer after the merger) I have finally cancelled my service.

During the course of the last year I've had problems with billing accuracy and charges on my AT&T bill (which they always happily fixed, credited, added features at no charge or commitment).

In Janurary I called into customer service because I was still having billing issues that weren't solved. After speaking with a young lady for quite some time I thought I was going to receive the following:

2000 Minutes on my primary line
1000 Minutes on my secondary line
7PM Early evenings and weekends
International Long distance included in minutes
Mobile to Mobile on both lines
Equipment insurance etc. etc. etc.

All this for the low price of $230.00 per month (or there abouts).

For months I have been using the service and I will tell you I am guilty of not inspecting my bills monthly as they are automatically charged to my American Express card. I do review my American Express monthly and this month I noticed a Cingular charge for $361.00 (or thereabouts) this month.

I inspected my bill closely to find that though I had mobile to mobile on my secondary line - I did not have it on my primary line. Sound weird? I thought so since I was paying less for the secondary line (and was under the impression any plan at $59 or more a month receives unliminted mobile/mobile).

I promptly called customer service and was very surprised to find the attitude had changed significantly in the tone and quality of the CSR that served me. I inquired about the change in what I believed to be incorrect to be informed of the following:

1. Mobile to Mobile is only available on calling plans that have a (2) year agreement signed.
2. My primary line had a 1 year commitment on it.
3. My secondary line had a 2 year commitment on it.

Can you say shocked? I could hardly breath considering that I rarely sign anything (being on AT&T for so long it was never necessary for me since I've had so many promotions and spent consistently $230 or more every month for the last 5 years).

The CSR informed me of the following information.

1. I had accepted promotional minutes - in my original AT&T contract (which I am attempting to locate since I keep everything) it clearly states any acceptace of promotional minutes triggers an automatic 1 year renewal. Nothing needs to be signed.

2. They did not keep copies of the contracts since the merger and it was up to me to put the burden of proof on them (basically, they tell me, I listen, I accept as truth why would they lie?)

3. Cancellation was going to be $175.00 per line.

I escaleted this as many times as possible - stating on more than 1 occasion that even though I wasn't happy about the contracts - that I understood what they meant and just wanted a resolution to my problem - mobile to mobile and $150 in overage. Problem here is that they were so stuck on telling me I was obligated to my contracts - they never thought to ask "what will make you happy?" Since they obviously don't care about customers spending $230 a month on cellular consistently!

Here's what I did manage to get out of the CSR (which I can't say is even true since everything up until this point has been fly by the seat of your pants information)

1. If you have a 2 year agreement (or they tell you that you do) It is known that if you have nothing in writing (i.e. you signed a 2 year agreement) that they can really only obligate you to 1 year. Apparently 1 year contracts with them are verbal when it comes to any promotions - and if they don't tell you - it's not their fault because it's in your original terms and conditions. Bascially if you agree to receive something for free (even though the AT&T rep told me not to switch to Cingular because of my international usage as well as being able to receive promotional minutes for free with no obligation) you're signing up for 1 more year. Even if they tell you 2 they can't make it stick (apparently).

2. If you'd like a copy of the notes in the system - they require a court ordered subpoena in order for you to see them. Basically - waste your money to see what kind of comments they have written in the system (Told customer this, advised of new 2 year agreement yada yada yada). You're at their mercy - back to the age old "get it in writing" since anything verbal doesn't stand a chance since your verbage is worth nothing and theirs is everything.

On Friday I transferred my telephones to Verizon - the next best thing in the area I live in. I feel better knowing that Verizon is on the bottom of the FCC complaint list with just 1.4 percent of their customers versus 3.9 percent of Cingular customers (just in this past quarter according to what I read today).

I checked my Cingular bill today to find my account has been closed and assessed the $350.00 cancellation fee. I'm guessing they'll wait for a final bill to be processed (mine closes on the 20th) and shoot me a whopping bill for somewhere in the neighborhood of $700.

I can't fight the fee - I can just continue to write and inform others of my terrible experience with Cingular. AT&T had never made me happier and was always willing to accomodate me (when I first moved here my bills were between $300 and $500 a month).

I worked cellular years ago and I know that customers spending upwards of $150 or more per month (per line) are generally considered "inner circle" revenue producers and they are generally willing to do more for you since you're spending your dollars with them. Looks like I'll become a Verizon inner circle customer now since I can't say I'll ever go back to Cingular or any affiliate.

The move will most certainly cost me more (although I'm sure it would have eventually) since Cingular had nothing like my AT&T plan and neither does Verizon - but I just can't deal with a company that tells me what I agreed to but has nothing to back it up with.

Sign me up for any class action customer service/cancellation law suits to cingular - I'll gladly take time off work for that one.

I'll be searching for my AT&T contract and be sure to provide that info to anyone interested in knowing more.

Regards,
Sean

sean
Las Vegas, Nevada
U.S.A.

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