Cingular has just bent me over again! CSRs please help >>
Ok here's the deal.
I had the 19.99 media works package on a moto phone. Then I switched to a Treo 650 so I chnaged the data package to te PDA Unlimited. Then a week later I switched the data package back to the Media Works (2-25-05). I asked the rep.... Would you mind switching my data plan back to the Media Works where I get unlimited data, 1500 text and 200 MMS. They replied no problem.
BUT....What they did put me on was a 19.99 3mb Data, unlimited mms, 100text plan. So I used my data and was charged 198 bucks extra. Now they will only credit half back becuase they claim this is neiter my fault nor there's. I was like how the hell is it not Cingular's fault. It's there rep that either gave me bad info that the old Media Works was ...
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I had the 19.99 media works package on a moto phone. Then I switched to a Treo 650 so I chnaged the data package to te PDA Unlimited. Then a week later I switched the data package back to the Media Works (2-25-05). I asked the rep.... Would you mind switching my data plan back to the Media Works where I get unlimited data, 1500 text and 200 MMS. They replied no problem.
BUT....What they did put me on was a 19.99 3mb Data, unlimited mms, 100text plan. So I used my data and was charged 198 bucks extra. Now they will only credit half back becuase they claim this is neiter my fault nor there's. I was like how the hell is it not Cingular's fault. It's there rep that either gave me bad info that the old Media Works was ...
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I'm not a CSR, but knowing how extremely poor Cingular is at getting things right, I personally would have checked my account on the web to see what changes were actually made. I know it doesn't help this time around, but it's certainly something to consider when making future changes. Good luck. I hope you don't get stuck with the bill!
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Take the matter to your state Public Utilities Commission. Most states have a protest process that will allow the bill to fall under their review. You will have to pay the bill "as is" into a trust account while they make the decision (CA is that way). Your contract should give you the name and address of the governing body.
I would also call first to speak to a supervisor and give them a chance. A question on that would also be did you still have a TREO at the time of the switch back. If so the MEdia Works package is not compatible with the TREO handset.
I would also call first to speak to a supervisor and give them a chance. A question on that would also be did you still have a TREO at the time of the switch back. If so the MEdia Works package is not compatible with the TREO handset.
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Ahh, what if the rep that supposidly changed it to unlimited data didn't notate what was happening? I had that happen once, when I went over my minutes. I called in and asked the guy how many I had and he said around 400. I called a few days later, and the guy said around 450. I have an 850 plan. Well, I went over, called and told them what the guys told me. They both said that I called in and they told me I was over and would have to pay. I asked how many they said I had and they said they didn't put that down, but that's something that should always be done.
I don't remember what the outcome was. I think that's when I was charged for all my M2M of NW minutes, so it was eventually taken off.
I don't remember what the outcome was. I think that's when I was charged for all my M2M of NW minutes, so it was eventually taken off.
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bad thing is....I have a combined bill account, which is one month behind. So I will get anoter bill with this amount of overage next month. They also said they will not be able to credit any of that back....not even half.
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Why not? Keep on fighting, if you can. It took me almost a month to get my errors corrected. Both times, I was charged for something that should be free, either NW or M2M. It also had to be sent to a committee a few times before actually being aproved.
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davidg4781 said:
Why not? Keep on fighting, if you can. It took me almost a month to get my errors corrected. Both times, I was charged for something that should be free, either NW or M2M. It also had to be sent to a committee a few times before actually being aproved.
Yeah keep on fighting, see you one month behind, and next bill is about to come out, you gonna get suspended for non pay, thats $36.00 resume of service fees onto your account.
As for not geting a credit at all for the second bill, you got it right, cuzx you get offered 1/2 only on the first, nothing on the second.
Dave there is a big difference between a promo being removed then a customer taking off a expired data package, then e...
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Well, if he was right, and that rep messed up, I'd keep fighting, emailing, going to a supervisor, all sorts of stuff. That's what I had to do. But my situation was different. I could clearly see on my bill where the minutes were M2M or NW and then have a charge next to them. I finally told them to send me their copies, where they actually sat down with a highlighter and hand filtered all the different types of calls, and they came up with me going over. I did it, and was more than willing to show it to them. They finally said, ohh, I get it, we were wrong, sorry, here's your credit. I think I lost my Rollovers that month though âšī¸. They said they couldn't credit the money and the rollover on the same month because the credit was so ...
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If you protest through the P.U.C. they can't shut you off. Also, did you still have the TREO?
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it was listed as my IMEI number as of yesterday, but it's been a long time since I had used it.
I had been using a s710a
I had been using a s710a
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texaswireless said:
Take the matter to your state Public Utilities Commission. Most states have a protest process that will allow the bill to fall under their review. You will have to pay the bill "as is" into a trust account while they make the decision (CA is that way). Your contract should give you the name and address of the governing body.
I would also call first to speak to a supervisor and give them a chance. A question on that would also be did you still have a TREO at the time of the switch back. If so the MEdia Works package is not compatible with the TREO handset.
Read the original post , he chose to take off the "expired" data package himself, then wanted to re add it back down the road...
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you are WRONG....
I never "REP SHOPPED". Te first rep I talked to gave me the rate plan of unlimited data. 2-25-05 .BUT the rep I talked to yesterday told me the rate plan can still be in the system and inexpirenced reps can add it onto a plan, but what they really added was the 3mb plan for 19.99. The rep that put it on told me I had unlimited but didn't note it. They just noted. "Justin called in to get the 19.99 plan put back on".
I said "EXACTLY"... I called in and wanted the plan I had put back on. It's the rep that did not inform me it had changed!!!!!
I never "REP SHOPPED". Te first rep I talked to gave me the rate plan of unlimited data. 2-25-05 .BUT the rep I talked to yesterday told me the rate plan can still be in the system and inexpirenced reps can add it onto a plan, but what they really added was the 3mb plan for 19.99. The rep that put it on told me I had unlimited but didn't note it. They just noted. "Justin called in to get the 19.99 plan put back on".
I said "EXACTLY"... I called in and wanted the plan I had put back on. It's the rep that did not inform me it had changed!!!!!
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You were told back in FEB, you coulds not have it, i know for a fact , you were offered the unlimited plan for $24.99 and was offered a credit for the difference in pricing for 6 months, dude, you turned it down and got a another rep yesterday, that is rep shopping, thats the bottom line!!!!!!!
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justinwilliams said:...
Ok here's the deal.
I had the 19.99 media works package on a moto phone. Then I switched to a Treo 650 so I chnaged the data package to te PDA Unlimited. Then a week later I switched the data package back to the Media Works (2-25-05). I asked the rep.... Would you mind switching my data plan back to the Media Works where I get unlimited data, 1500 text and 200 MMS. They replied no problem.
BUT....What they did put me on was a 19.99 3mb Data, unlimited mms, 100text plan. So I used my data and was charged 198 bucks extra. Now they will only credit half back becuase they claim this is neiter my fault nor there's. I was like how the hell is it not Cingular's fault. It's there rep that either gave
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Okay, now if he WAS told that he wouldnt get it back and did it anyways, that's his own gosh darn fault! đ
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HeroPsychoDreamer said:
Okay, now if he WAS told that he wouldnt get it back and did it anyways, that's his own gosh darn fault! đ
Thats standard protocal and he even came on this forum a while back, and asked in here and was told in here by about 5 reps, me included that he could not have it back, and clearly reps shopped.You get what you deserve ehen you rep shop!!!!!! đ đ đ
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If he gets the unlimited media net for $24.99 he could eliminate đ that issue.
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jramossteel said:
If he gets the unlimited media net for $24.99 he could eliminate đ that issue.
Jackie, remember, he called in about this a while ago, they offered him that a credit for the difference in pricing for 6 months, he turned it down, and clearly rep shopped till he heard an answer he liked, rember thsi was from about month or two ago he was in here about it.Remember people were saying he just needs the SOC code, and i even said that won't do it since he removed it himself then wanted to re-add it???????
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I don't remember him going through this with us before... I do remember someone else, but I personally deal with that guy. But, either way, he could still call in and eliminate the problem. đ
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I would like to see that quoted that I asked that..... becaue I never did..
It was not me. I did however argue that you could't use the media works package witht he Treo, and had to use the PDA Connect.
BUT I NEVER ASKED THAT AND REP SHOPPED! IF YOU SAY I DID THEN FIND THE POST AND LINK TO IT!
It was not me. I did however argue that you could't use the media works package witht he Treo, and had to use the PDA Connect.
BUT I NEVER ASKED THAT AND REP SHOPPED! IF YOU SAY I DID THEN FIND THE POST AND LINK TO IT!
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I was told IT WAS STILL AVAILABLE!!!! And obviously I found out today it wasn't at that time. It is the REPS fault for not informing me of the changes. Espically when I said "I WANTED THE UNIMITED DATA PLAN FOR 19.99 THAT I HAD PT BACK ON MY PLAN". The rep said "OK it's back on"....and that was it
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Well, he was wrong for telling you that it was back on.
But that $19.99 plan is long expired and no longer available to new customers or existing customers. What about the people on here that told you that you wouldn't be able to get it back?
But that $19.99 plan is long expired and no longer available to new customers or existing customers. What about the people on here that told you that you wouldn't be able to get it back?
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I would like to see a link of that posting. I never recall asking someon ow to get it back.
Another point. Someone said that there was a 24.99 unlimited plan.
Well WHY THE HELL wasn't I simply told by the rep this "Mr. Williams there is no longer a UNLIMITED Data plan that you are requestig for 19.99. However there is a new unlimited data plan for 24.99 that is unlimited. Do you wish to add that instead?" The answer....BECASUE THAT REP DIDN'T KNOW WHAT THE HELL THEY WERE DOING! DON'T YOU THINK I WOLD OF PAID AN EXTRA 5 BUCKS KNOWING I WAS GOING TO USE ABOUT 25 MB OF DATA WHEN THE PLAN THAT EISTED FOR 19.99 ON HAD 3MB??????
How hard would of that been.
Another point. Someone said that there was a 24.99 unlimited plan.
Well WHY THE HELL wasn't I simply told by the rep this "Mr. Williams there is no longer a UNLIMITED Data plan that you are requestig for 19.99. However there is a new unlimited data plan for 24.99 that is unlimited. Do you wish to add that instead?" The answer....BECASUE THAT REP DIDN'T KNOW WHAT THE HELL THEY WERE DOING! DON'T YOU THINK I WOLD OF PAID AN EXTRA 5 BUCKS KNOWING I WAS GOING TO USE ABOUT 25 MB OF DATA WHEN THE PLAN THAT EISTED FOR 19.99 ON HAD 3MB??????
How hard would of that been.
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Jeez, settle down man, I'm not trying to attack you nor am I against you, I was asking only.
You're right, that rep f*cked up and there's no reason you should have to pay. It's completely the reps fault for not stating that the plan is no longer available. But I think it's slightly the fault on your part for not double checking.
Whenever I have something changed on my plan, I always call back to confirm it or look on the Cingular web page, because I don't at all trust Cingular customer care. Not saying all CSR's dont know what they're doing, but you never know which ones do and which ones dont.
Im sorry you got screwed, it happens, I know it shouldnt, and it's sad that it does.
You're right, that rep f*cked up and there's no reason you should have to pay. It's completely the reps fault for not stating that the plan is no longer available. But I think it's slightly the fault on your part for not double checking.
Whenever I have something changed on my plan, I always call back to confirm it or look on the Cingular web page, because I don't at all trust Cingular customer care. Not saying all CSR's dont know what they're doing, but you never know which ones do and which ones dont.
Im sorry you got screwed, it happens, I know it shouldnt, and it's sad that it does.
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This is why I do not like contracts and anything but phone use. No data. It's too much of a crap shoot and the Carrier is kinda "always right" even when a representative is misinformed or not trained. No one should have to double check their plan on the net just to make sure an employee was not incompetent. Wow. Thats a pretty bad reflection on the company if you have to do that in order to bypass billing issues. Are the reps really that untrained that makes your suggestion mandatory?
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I really dont know about the status of reps. Im not a Cingular emplyee or affiliated with Cingular in any way. I've never had a problem with customer care, but that doesn't mean Im not going to double check my sh*t.
Yes, errors happen. Yes, people screw up. Yes, sometimes the wrong people have to pay for it. Yes, it sucks. Welcome to reality my friend! Enjoy your stay.
My suggestion isnt mandatory, but its something that could be done to prevent things from happening to people like Justin. No, he shouldnt have to double check, I shouldnt either. But the sad part of it all is that mistakes do happen, and the wrong people pay for them. I do it as a pre-caution.
I've never had a problem with customer care like I stated, they...
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Yes, errors happen. Yes, people screw up. Yes, sometimes the wrong people have to pay for it. Yes, it sucks. Welcome to reality my friend! Enjoy your stay.
My suggestion isnt mandatory, but its something that could be done to prevent things from happening to people like Justin. No, he shouldnt have to double check, I shouldnt either. But the sad part of it all is that mistakes do happen, and the wrong people pay for them. I do it as a pre-caution.
I've never had a problem with customer care like I stated, they...
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HeroPsychoDreamer said:...
I really dont know about the status of reps. Im not a Cingular emplyee or affiliated with Cingular in any way. I've never had a problem with customer care, but that doesn't mean Im not going to double check my sh*t.
Yes, errors happen. Yes, people screw up. Yes, sometimes the wrong people have to pay for it. Yes, it sucks. Welcome to reality my friend! Enjoy your stay.
My suggestion isnt mandatory, but its something that could be done to prevent things from happening to people like Justin. No, he shouldnt have to double check, I shouldnt either. But the sad part of it all is that mistakes do happen, and the wrong people pay for them. I do it as a pre-caution.
I've never had a pr
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First off I wasn't intendeding to yell at you...merely yelling at Cingular in general.
That just shows how f'ucked up Cingular actally is. You are saying that as a customer after I change a plan I should have to call back in to double check it, or I should have to check it on the net? Then if I don't it's my fault and I soul have to pay half?
When you goto the grocery store do you have them ring all your itmes up twice to make sure it's correct? When you get gas do you ask the attendant if you can syphin (sp?) the gas back out of your car to measure you got the ammount it said you pummped? HELL NO. You trust that employee of the company to know what the hell they are doing. So let me ask you this. If you pump and pay for 40 gallons of ...
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That just shows how f'ucked up Cingular actally is. You are saying that as a customer after I change a plan I should have to call back in to double check it, or I should have to check it on the net? Then if I don't it's my fault and I soul have to pay half?
When you goto the grocery store do you have them ring all your itmes up twice to make sure it's correct? When you get gas do you ask the attendant if you can syphin (sp?) the gas back out of your car to measure you got the ammount it said you pummped? HELL NO. You trust that employee of the company to know what the hell they are doing. So let me ask you this. If you pump and pay for 40 gallons of ...
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Not to cut in and fight with this but the analogies that you are stating are a purchase, not a service... So this is a little different. Just my opinion. I would however call back in and deal with a supervisor and see if they would be able to possibly back-date it because you were misinformed? I don't know if they can do that because I don't work in customer care, but maybe you can try that.
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I think all in all they are both purchases. The different being in one situation your'e purchasing an item, in the other you're purchasing a service.
Just my thoughts on it, though thats not the point.
Just my thoughts on it, though thats not the point.
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HeroPsychoDreamer said:
I think all in all they are both purchases. The different being in one situation your'e purchasing an item, in the other you're purchasing a service.
Just my thoughts on it, though thats not the point.
Excuse, please re-read the first post, he chose to take it off cuz he got a treo 650 and got a new package, no one forced him, he made a DECISION to do it, you can't say i want this gone, and then call back saying, oh i changed my mind, i want it back, sorry don't work like that.
Don't come crying cuzhe got charged for datat, cuz he got told the truth then rep shopped, thats just too bad for him, he should have listened in the first place, and he is paying the price for rep sho...
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I dont know what happened for 100% and im not trying to take his side in anyway.
You're right, if he took it off he took it off, tough sh*t. If he took it off knowing he wouldnt be able to get it back, even tougher sh*t.
Even if he was told he could get it back on, I believe he should have doubled check because considering we all reside in a place I call "reality", mistakes do happen and there's no harm in double checking. Either way, it could have been avoided had he played it with more caution or smarts.
In no way am I disagreeing with you.
You're right, if he took it off he took it off, tough sh*t. If he took it off knowing he wouldnt be able to get it back, even tougher sh*t.
Even if he was told he could get it back on, I believe he should have doubled check because considering we all reside in a place I call "reality", mistakes do happen and there's no harm in double checking. Either way, it could have been avoided had he played it with more caution or smarts.
In no way am I disagreeing with you.
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HeroPsychoDreamer said:
I dont know what happened for 100% and im not trying to take his side in anyway.
You're right, if he took it off he took it off, tough sh*t. If he took it off knowing he wouldnt be able to get it back, even tougher sh*t.
Even if he was told he could get it back on, I believe he should have doubled check because considering we all reside in a place I call "reality", mistakes do happen and there's no harm in double checking. Either way, it could have been avoided had he played it with more caution or smarts.
In no way am I disagreeing with you.
Anf you know i'm not fighting with you at all, butwhat i'm saying if you read his OP, he clearly states he "Took the 19.99 data pac...
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Nope, you are right, I just see purchasing a service different as purchasing an item because a service is an on-going purchase and an item is a one time thing in most cases...
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jramossteel said:
Nope, you are right, I just see purchasing a service different as purchasing an item because a service is an on-going purchase and an item is a one time thing in most cases...
Jackie he chose to take it off, he even admits that, he was told no he could not have it when he decided to change it again, he made the decison to remove it, and he lives with the consequences, we are not gonna reward him for rep shopping and finally getting an answer he liked, thats crap, this is simple you make a decision you live with the consequences, and if you don't like the answer after being told, then you also live the consequences, thats the bottom line!!!
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Austin, I understand that, but you have to admit that even if he did "rep shop" if the last rep that he dealt with lied to him that is the "company's fault".
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jramossteel said:
Austin, I understand that, but you have to admit that even if he did "rep shop" if the last rep that he dealt with lied to him that is the "company's fault".
Se i if he had been told over and over no,which he was, and he called me, i'd tell him yes ,just not notate it, so that will teach him to rep shop!!!!!!
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I wouldnt go as far as saying it's the company's fault, more like that idividuals fault who told him that. I doubt Cingular promotes employees to lie to customers.
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jramossteel said:
Not to cut in and fight with this but the analogies that you are stating are a purchase, not a service... So this is a little different. Just my opinion. I would however call back in and deal with a supervisor and see if they would be able to possibly back-date it because you were misinformed? I don't know if they can do that because I don't work in customer care, but maybe you can try that.
Jackie, why in the hell would they do that, is there not anyone who actually in taking responsibility, He Chose to take the Damn package off, and then he was told he could not have it back ,and yes, in the events he reps shopped to different reps to get an answer why should we credit jack ,he's luc...
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Iunderstand that BUT if the rep told him that they were adding it back on, whether he rep shopped or not, that is that reps fault. I understand your point but if he was told he was getting it back that is the reps fault for not knowing their own policy and not his.
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jramossteel said:
Iunderstand that BUT if the rep told him that they were adding it back on, whether he rep shopped or not, that is that reps fault. I understand your point but if he was told he was getting it back that is the reps fault for not knowing their own policy and not his.
Excuse me, if i tell you no, and other reps tell you, and you CHOOSE to keep calling in, and he finds someone who tells what he wants to hear, you know what he gets what he derserves.And you know what the company took part blame, and they told him 1/2, but the customer is trying to take no responsibility which is crap, and thats why he only gets 1/2, and nothing else in the future, and i'm sure he's rep shopping over that too, a...
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When I go to the grocery store I check the change they give back to me and I also check my receipt, I dont trust the check out person.
As for gas, the pump tells you how many gallons go into your car, not the attendant.
If I pumped 40 gallons of gas and got only 20, sure, they'd let me pump the rest. Same with the grocery store.
But you have to remember, Cingular is not a gas station nor a grocery store. Cingular is not affiliated with Citgo or BP, nor Jewel or Dominick's. Different company's, different policy's.
It just so happens, Cingular's policy is stupid. And like I said, you shouldnt have to pay it.
But since both you and I know people tend to screw things up, its good to double check. But you're not paying because...
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As for gas, the pump tells you how many gallons go into your car, not the attendant.
If I pumped 40 gallons of gas and got only 20, sure, they'd let me pump the rest. Same with the grocery store.
But you have to remember, Cingular is not a gas station nor a grocery store. Cingular is not affiliated with Citgo or BP, nor Jewel or Dominick's. Different company's, different policy's.
It just so happens, Cingular's policy is stupid. And like I said, you shouldnt have to pay it.
But since both you and I know people tend to screw things up, its good to double check. But you're not paying because...
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justinwilliams said:
I was told IT WAS STILL AVAILABLE!!!! And obviously I found out today it wasn't at that time. It is the REPS fault for not informing me of the changes. Espically when I said "I WANTED THE UNIMITED DATA PLAN FOR 19.99 THAT I HAD PT BACK ON MY PLAN". The rep said "OK it's back on"....and that was it
Let's get something clear, You took it off, you were told it was expired.You made that decision when you got the new Treo, hindside's a real b.i.t.c.h., but you did CHOSE to take it off, you were told back in FEB, you could not get it back, you even spoke to a Manager who told you you could take the 24.99 package and give you 6 months credit for the difference in pricing, so thats your ccoice n...
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I would love to see this linked once again... you guys are thinking of someon else. I was never offered what you are talking about.
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justin call back to customer care speak to rep supv mgr then corporate you may not get all that you want but if you dont fight for you then who will ... I am an employee and I escalate often when dealing with my own company đ
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justin, austin is referencing the notes on your account, every time you call we have to document the call, what the call was about, what actions we took, who we spoke with and what expectations were set. Regarding prior posts, what you may or may not have been told, I don't have a dog in that fight.
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