Help....What do I do?
Started service with Cingular on Nov. 11th. So about 3 days shy of a full month. Enjoying the service and the coverage. Got the 850 Nation plan for $59.99 with MEdia Works package for $19.99. I expected my 1st bill to be expensive but not as expensive as it was when I checked it last nite. First bill was $276.78 đ˛
Called customer care this morning after looking over my 57-page long bill. The rep and I both noticed that I had been charged 10 cents for every text message and instant message that I had either sent or received since the start of my service. Plus the rep noticed that I already had the MEdia Works $19.99 package on my plan. The rep and I were both unsure as to how this happened. Was put on hold for her to confer with her ma...
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Called customer care this morning after looking over my 57-page long bill. The rep and I both noticed that I had been charged 10 cents for every text message and instant message that I had either sent or received since the start of my service. Plus the rep noticed that I already had the MEdia Works $19.99 package on my plan. The rep and I were both unsure as to how this happened. Was put on hold for her to confer with her ma...
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I understand you're frusterated and I would be too... But I do commend you for handling this exactly as it should have been handled. You're not at fault and are going through the proper channels.
First, go online and make sure that MEdia Works has been readded to your account. Just to verify that charges will cease at this point. Since you have called in and stated you never wanted MEdia Works removed it should be noted and should have no trouble having it credited on next month's bill... The important thing though is to make sure that it is on the account.
First, go online and make sure that MEdia Works has been readded to your account. Just to verify that charges will cease at this point. Since you have called in and stated you never wanted MEdia Works removed it should be noted and should have no trouble having it credited on next month's bill... The important thing though is to make sure that it is on the account.
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speck said:
I understand you're frusterated and I would be too... But I do commend you for handling this exactly as it should have been handled. You're not at fault and are going through the proper channels.
First, go online and make sure that MEdia Works has been readded to your account. Just to verify that charges will cease at this point. Since you have called in and stated you never wanted MEdia Works removed it should be noted and should have no trouble having it credited on next month's bill... The important thing though is to make sure that it is on the account.
Thanks for replying Speck.
I did just that and went back online to my account and noticed that the 1st rep I spoke with this morning ...
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ehrenboi said:...speck said:
I understand you're frusterated and I would be too... But I do commend you for handling this exactly as it should have been handled. You're not at fault and are going through the proper channels.
First, go online and make sure that MEdia Works has been readded to your account. Just to verify that charges will cease at this point. Since you have called in and stated you never wanted MEdia Works removed it should be noted and should have no trouble having it credited on next month's bill... The important thing though is to make sure that it is on the account.
Thanks for replying Speck.
I did just that and went back online to my account and noticed that the
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Sorry that you are having to deal with this. I was thinking of adding the MEdia Works to my line. I am starting to use the service (pay as you go) a lot more recently. I will now watch out and make sure that is really on my account before I chat away.
Glad to hear that your at least trying to handle it professionally.
BTW, jinx7676, what is wrong with allowing a in store rep get a commission? They don't work for free you know. And if they fix your problem your are happy and they are happy.
Glad to hear that your at least trying to handle it professionally.
BTW, jinx7676, what is wrong with allowing a in store rep get a commission? They don't work for free you know. And if they fix your problem your are happy and they are happy.
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actually... the store rep wouldn't get the commission. the original rep who added it would get the credit. the folks who watch for commissions watch closely for that kind of thing...
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False churn, commissions fraud and insurance... 3 things I do sales feedbacks for every day...
A retail rep put a priority note on an account that said 'Customer has insurance as of 12/04,' on 12/06 the customer tried to make an insurance claim... the sales reps' manager got an email from me..........
A retail rep put a priority note on an account that said 'Customer has insurance as of 12/04,' on 12/06 the customer tried to make an insurance claim... the sales reps' manager got an email from me..........
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He didnt say anything was wrong with going into a store.....calm down
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Not really, as much as I hate to admit it calling customer care and have them add it on is the best route... Most retail agents will future date a feature "unknowingly"... If you have to, escalate. Hopefully you won't need to though.
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Ok just called customer care back and spoke to yet a 3rd rep. This guy told me that it was deleted and then actually added back although its not showing up yet. He directed me to call Tech Support, it hope this helps. âšī¸
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Could "Network Not Available," just mean that the web service is down or being updated somehow?
The 1st rep that I spoke with told me that she was somehow back-dating the charges so that they would be taken off my account, she must have taken the MEdia package off all together. And the 2nd rep I spoke with this afternoon told me like I said that it had been taken off Dec. 2nd (last Thursday) but I hadnt called them on that day, in fact I was going goo-goo over my new V551 and playing with it.
The 1st rep that I spoke with told me that she was somehow back-dating the charges so that they would be taken off my account, she must have taken the MEdia package off all together. And the 2nd rep I spoke with this afternoon told me like I said that it had been taken off Dec. 2nd (last Thursday) but I hadnt called them on that day, in fact I was going goo-goo over my new V551 and playing with it.
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I have the v551 also, and i LOVE it... but to your problem...
The best solution is def. to call them and be firm with them... Also, you could go into a Cingular store...
The best solution is def. to call them and be firm with them... Also, you could go into a Cingular store...
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If the web was working prior to your call I highly doubt it was anything you did... If you have no Web feature on the account your phone will display this error.
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I actually had the same problem. I migrated to Cingular right after AWS became Cingular (Nov. 15)... I got the Media Basics plan because i dont use the web on my phone THAT much... after about a week, we got a "preliminary" bill, or something like that... it had some small charges for upgrading and all that jazz, and it had the service summary for my phone in the last week... i was being charged for every text message, MMS, and kilobyte i used... I called Customer Service, and the lady was really nice and said she would credit the charges to my account... That all went fine... But the moment i got off the phone, the Web on my phone stopped working... I couldnt send or receive text messages or MMS... Its kinda creepy that the same thing happ...
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So a rep removed the feature by accident. Honestly that sucks and I'd probably be a little upset myself.
But.
Calling into customer care with the intention of giving whoever answers the phone a "piece of your mind" is going to do nothing but aggrivate the rep as well as yourself.
Classic:
You'll attract more flies with honey.
But.
Calling into customer care with the intention of giving whoever answers the phone a "piece of your mind" is going to do nothing but aggrivate the rep as well as yourself.
Classic:
You'll attract more flies with honey.
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Tebor0 said:
So a rep removed the feature by accident. Honestly that sucks and I'd probably be a little upset myself.
But.
Calling into customer care with the intention of giving whoever answers the phone a "piece of your mind" is going to do nothing but aggrivate the rep as well as yourself.
Classic:
You'll attract more flies with honey.
Yeah the rep either removed it by accident or she back dated everything to December 2nd (last Thursday). Because when I made my 2nd call to Cingular today, the rep told me that my MEdia Works package was taken off as of December 2nd, and I thought how could this be? Especially without me calling and them noting my account, stating that I wished to delete this. ...
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Agreed. The PPU feature is causing more trouble than good it seems.
I'm glad everything seemed to work out fine.
I'm glad everything seemed to work out fine.
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I know why you were charged the 10 cent for each text message. I am glad you did recieve the credit. Here is what happened:
Your $59.99 plan comes with the pay per use text, MMS, and internet features with the plan. Now when who ever activated you added the media basics plan he or she should have deleted the pay per use features. Cingular billing will always chose the PPU features before it chooses your package features. The PPU features shouls automatically delete themseleves when you add a bundeled package. This is why you were getting charged the .10 a piece.
A month ago, for a customer, I added the 750 Text messages for $9.99, and forgot to delete the PPU feature. Just like you she recieve a bill for the .10 a minute charge even th...
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Your $59.99 plan comes with the pay per use text, MMS, and internet features with the plan. Now when who ever activated you added the media basics plan he or she should have deleted the pay per use features. Cingular billing will always chose the PPU features before it chooses your package features. The PPU features shouls automatically delete themseleves when you add a bundeled package. This is why you were getting charged the .10 a piece.
A month ago, for a customer, I added the 750 Text messages for $9.99, and forgot to delete the PPU feature. Just like you she recieve a bill for the .10 a minute charge even th...
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Even though this is a very aggravating issue, đĄ I do appreciate everyone's input and help with this issue (including the Reps i continue calling). đ
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Like everyone's been saying... just be Firm... and don't let them get you to hang up until your phone is working... Remember... They're Customer Service... and You are the customer.
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True. It's important to be firm but let's not mistake yelling/screaming for firm. (I'm not implying this was said but I thought I'd throw the comment in to be clear đ )
*Personally* if I'm talking to a customer that gives me a "You're here to serve me" attitude I'm less likely to go that extra mile.
My advise? Be calm, patient and friendly. Just like what you'd expect in return from a CSR.
*Personally* if I'm talking to a customer that gives me a "You're here to serve me" attitude I'm less likely to go that extra mile.
My advise? Be calm, patient and friendly. Just like what you'd expect in return from a CSR.
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The great and so far last Rep I've talked to, if you're out there somewhere and reading this, thank you, thank you, thank you.
I don't know what you did, but its working on my phone again.... đ
Just not updated on my account via the web yet. I hope this is the end of this, but I have a feeling I'm gonna go through this next month at billing time.
Even though it was extremely aggravating, I'm glad I stayed calm and firm yet level-headed about the whole situation. đ
The great and so far last Rep I've talked to, if you're out there somewhere and reading this, thank you, thank you, thank you.
I don't know what you did, but its working on my phone again.... đ
Just not updated on my account via the web yet. I hope this is the end of this, but I have a feeling I'm gonna go through this next month at billing time.
Even though it was extremely aggravating, I'm glad I stayed calm and firm yet level-headed about the whole situation. đ
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I hope you don't have to go through this next month... It shouldn't be that much you were charged for and should be a quick call...
And you handled it exactly the way it should be...
I must admit however that I am dissapointed it took you so many calls to get this resolved... Very dissapointed... Not in you of course. đ
And you handled it exactly the way it should be...
I must admit however that I am dissapointed it took you so many calls to get this resolved... Very dissapointed... Not in you of course. đ
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Only problem is, you can back date a feature or plan, but 9 times out of 10 it will cause even further headaches... instead, the rep should set a commitment to come back to the account after the next bill cuts and adjust accordingly... I know in Care markets you should not back date ANYTHING... Care was not set up to handle back dating... again, the best thing to do is correct and come back to the account, that's what I do personally but I know a lot of reps like telling people to call back to get credit...... I handle the account until it is completely fixed......
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JJMcClain said:
Only problem is, you can back date a feature or plan, but 9 times out of 10 it will cause even further headaches... instead, the rep should set a commitment to come back to the account after the next bill cuts and adjust accordingly... I know in Care markets you should not back date ANYTHING... Care was not set up to handle back dating... again, the best thing to do is correct and come back to the account, that's what I do personally but I know a lot of reps like telling people to call back to get credit...... I handle the account until it is completely fixed......
It makes customers (at least me) feel like its being worked on rather than being told to call back. Or simply just turn your p...
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