Cingular Wireless
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Category: Services
Contact Information
United States
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Cingular Wireless Reviews
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Airforce_MOM_1076
July 15, 2009
Military Suspend
In the spring of 2006 my daughter obtained cell phone service with then Cingular Wireless; using my husband as a co-signer (for lack of a better word). At the end of Oct 2006 my daughter was deployed to Germany with the Air Force. We called Cingular and explained to them the situation. They directed us to a department specifically for this issue. We were told at that time we would have to send in a copy of her orders to deploy. Once that was received they would suspend her cell phone service. We were also told that if she was to be shipped home all she would have to do is contact them and they could reactive her account. We at that time told them it would be 36 months at minimum before she returned per her deployment orders. That was not a problem once the received a copy of the orders the account would be closed. Now it is July 2009, our next to the old would like to get her first cell phone. My husband takes her to the now AT&T store to get her phone. After looking at our account they tell us he cannot get a new line of service because we have a $175 collection against our account. When my husband inquires as to why we have a collection he is told it is because of the line that was discontinued due to my daughter being deployed. He explains that we had it shut off due to the deployemtn and the steps we went did in order to accomplish this. He was told that was to bad call the customer service center for AT&T. I did that went through the same explanation. We were told that the account had been suspended for 24 months but the reactivated that account at that time because my daughter did not call AT&T/Cingular back to prove and continue the suspension. We explained that the deployment orders showed she would be in Germany for a minimum of 36 months and most of that time has been spent down range in Afghanistan and would not have been able to make any calls. At that point we were told it was no longer there issue the matter had been sent to a collection agency. We asked for the Military Suspend department and were told they no longer had that department. We then asked who we could talk to, to resolve this issue and we were told that we would have to talk to the collection agency themselves. When we then explained that they would not talk to us because the account was against us, it seems like they would only consider talking to the company that placed the account with them. At that point we were told Sorry but to bad.
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June 13, 2008
They charged for free service
Was an original ATT Wireless customer, before they were bought out by Cingular, for over 5 years. When they were bought out we were contacted to change over to Cingular plans and phones on all 3 of our lines of service. We did without hesitation because of our high degree of satisfaction with ATT Wireless. While picking out phones and plans I made sure to get confirmation of unlimited mobile-to-mobile minutes on all 3 phones. I was assured by the two agents that I had to speak to during that phone call. Upon getting my first bill from Cingular I find $1, 300 in overage charges on my bill. Because I had detailed billing I was able to see that the charges were because I was over my minutes only because they were deducting from my anytime minutes, the calls placed to my other two lines of service. These lines were on the same plan, same company, and same city of usage. They should have been covered under my unlimited mobile-to-mobile. They weren't. I called and spoke with the same agent that setup the service and she assured me it would be taken care of. She told me not to pay the bill because they would send out a new one. I went ahead and paid the bill minus the usage charges that were supposed to be taken care of. A week later we got a call from Cingular Wireless saying we had to upgrade our plans and phones to Cingular since ATT Wireless had been bought out. We thought we already had done this but I guess not. We again switched to new plans and new phones free of charge because up to this point minus the overage charge issue we were satisfied with ATT Wireless. With the issue of overage charges so recent I made sure to again get confirmation of unlimited mobile-to-mobile options on all 3 of our lines of service. We were assured by the agent and his supervisor of this feature. Upon receiving our first bill from Cingular we again have over $2, 000 worth of overage charges on our bill. I once again call customer service and this time I am told that we do not have that option because our plan is not $59.99 or higher. We only had a $39.99 plan because most of our minutes used fall under the mobile-to-mobile option so the need for more anytime minutes isn't necessary. The agent I spoke to agreed to forgive the overage charges and said that he can add the option of unlimited mobile-to-mobile for only $10 per month per line. I agree and he adds it. The next month we get our bill with another $2, 000 worth of overage charges for the same reason. I call and speak with a supervisor who tells me that I don't have mobile-to-mobile and that there is no $10 per month option for the service. At this point I am pretty upset but I maintain my composure. I ask if they will just take the charges away if we upgrade to a higher priced plan with mobile-to-mobile. He says that he cannot do that since I am showing a pattern of getting my overage charges refunded. I explain, again, that it is because of his agents telling me that I have mobile-to-mobile minutes and I don't. He explains that I owe the money and asks if there is anything ELSE he can help me with. I told him to cancel the 3 lines and send me a bill for the cancellation fees. He tells me that I cannot cancel without a 45 day written notice. I tell him to cancel it anyway because his company failed to uphold it's end of the contract, so was I. 3 days later I get a call from a collection agency in Kansas City, MO and speak with an agent by the name of Ryan. Ryan tells me that I owe $4, 500 for a debt with Cingular. After arguing with him that I haven't even received a bill from Cingular yet, he says that he can settle the debt for only $1, 200 if I pay right then and there. I tell him that I am at work and do not have my credit card on me to settle the debt, and that he could call me back later on that evening to settle the debt. ($1, 200 was a bargain compared to what I would have had to pay with Cingular) Later that evening I get a call and make a payment to Ryan to settle the debt. The next day another agent from the collection agency calls me and says that I now owe $3, 100. After a conversation with him and his supervisor, they end up ending on a final figure of $1, 500 to settle the debt because I didn't pay Ryan when he called me the first time, so that deal was null and void. I called Cingular at this point and was told they couldn't access the account because it had been turned over to collections for payment. I went 3 supervisor levels above the agents head with ZERO success. I finally had to pay the $1, 500 to collections because I was in the process of buying a house and didn't need a collections debt on my credit. 3 months later I get a bill from Cingular for $350 in charges. When I call them they explain that it is because one of the lines of service was subscribed to a service and the charges were for that service. (When the TV tells you to text 54 54 54 to a number and you do, it subscribes you to it apparently) I asked how they could keep me subscribed to this service if I didn't even have an account with them. The charges were quickly erased. I NOW have a ZERO balance with Cingular. The kicker? A week after this I get a call from a Cingular sales person asking if I would like to hear about plans that I am pre-qualified for. I think they can still hear me laughing at their call centre in India. We have now been with Verizon Wireless for 4 years with ZERO problems, and TOTAL satisfaction.
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June 27, 2007
Conflicting message regarding my contract term
I am writing to complain Cingular wireless conflicting message regarding my contract term and the way they handle this. Here is what happened
1. In early May, 1995, I migrated my wireless service from AT&T to cingular wireless, I paid activation fee and some discounted fee for the cell phone.
2. In end May, 1996, I lost my cell phone. And then I called Cingular wireless and asked how much it would cost for a replacement cell phone. The representative told me it would be around $100. That sounded too expensive to me. I then asked what my contract length was. He said that it was one year. So he confirmed to me that I have finished my contract and I was free to go to other wireless company. I remember that he also said something like "This is weird, usually people have two year contract, but yours is one year". I just thought maybe because I paid activation fee so my contract is one year less.
3. I then transferred my service to sti mobile and ported my number in early June, 1996.
4. I received bill charged me $150 termination fee from Cingular in June, 1996
5. I called them immediately and asked why I was charged $150. The representative said that I had 2 year contract so it was early termination. I argued that only a few week ago, you representative told me that it was one year contract and I was assured that I could cancel the service without penalty. She said that it was not the case. I asked for:
1) If there was record for the conversation between me and that representative a few weeks earlier. The answer was NO. And I did not remember that representative name.
2) And I then asked if there was a signed contract stating that I had two year contract. The answer was still NO.
3) And I then asked if there was a record for the phone conversation a year ago indicating that I was told that it was a two year contract. The answer was again NO.
6. The whole thing was so confusing and I could not prove myself as they did not have phone record. And they could not prove I had two year contract either. To me it seems that they suddenly change my contract term from 1 year to 2 year at some point. It did not seem right and it was so cheating! So I refused to pay and then they reported to collecting agency and hence it affects my credit. It is really not fair that they just reported the whole thing against me and I have no where to explain myself.
Any help to handle this is appreciated.
Thanks
Fayu Li
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June 15, 2007
Cingular Warranty Department scam on making false accusation
On 3/5/07 I upgraded my phone at the end of my current contract. Upon ordering / receiving the "newly designed" KRZR (Blue) K1 cell phone I purchased through Cingular Wireless, I noticed after a few days of using it that it often dropped calls, muted the sound (conversation) both ways and even the sound when the keys were depressed was muted. For the first couple of weeks, I thought that maybe I just had weak signals from my workplace, but I had the same problems when I made calls standing outside, on the highway and even at home. I also thought at one time that maybe I was accidentally pressing on a smart button located on the side of the phone that may possibly be muting and/or disconnecting my calls. After reading the manual, I found out that I had not used the phone improperly. At that time, I called and talked to a BellSouth / Cingular (I have a combined billing account) representative and after telling his of my problems with this newly marketed Motorola KRZR K1 cell phone he processed an order for a replacement phone which I surprisingly received in 3 days.
I returned the defective phone with the original manual and accessories in a secure mail package envelope with the RMA barcode and preprinted return label they included in the box with my replacement phone. This transaction occurred in May 2007. Today, June 15, 2007 I get a package from Cingular Wireless with just the defective phone I had returned to them weeks prior with 2 pages of correspondence. One of the pages dated 6/11/07 stated that the original KRZR phone was found defective by the warranty department due to "water damage". Here's the kicker.
Cingular stated in writing that I will be billed for $265 for the replacement cost of the new phone they had sent me because the warranty does not cover "water damage". When I called and expressed my concern to a female representative of Cingular Wireless(now the new AT&T) she got very nasty and told me that I should have found a "red sticker" on the back of the damage phone that signifies a water damaged unit. I told her that there was no sticker placed on the phone by the warranty department and that how in the hell could the original phone I returned could have had water damage if I had "never" dropped it in water, spilled water on it, or even talked on it while standing outside in the rain (DUH!!!). I told her that evidently this is some sort of fraudulent scam that Cingular / AT&T is using on their consumers. I told her that I have been a valuable customer of BellSouth since 1982 and Cingular since 1998 and now since AT&T has taken over they are trying to scam me out of $265 . I told her also that I had still yet to receive the $100 rebate for purchasing the $299.99 KRZR phone with a 2-year contract on 3/5/07 evening when their "Young America Rebate Status website showed that my rebate was approved and mailed to me on 4/9/07.
She put me on hold after I refused to let her falsely accuse me of sending them a water damage phone. She said that the first person I talked to about the problem I was having with the cell phone should have told me that the warranty does not cover "water damaged phones. Again I told the scandalous customer service rep. not to try to insult my intelligence because I did not want me last name to fool her (Gomez). I told her that was my ex-husband Portuguese (Spain) surname and that I was born and breed in the sweet USA and I don have a degree in Economics and minor in Engineering. About five minutes later she said that her supervisor was "kindly" going to credit my account for $210. I told her that the letter stated $265 and she said that she could not understand why the letter stated that I was being charged $265 when her records showed the $210 and that I needed to call Cingular billing myself to find out why. Of course I told her that it was her department's responsiblity to clear up their own mess.
Again I was placed on hold and when she returned, she told me that it would probably take two billing cycles but the $265 charge and credit should cancel each other out and sarcastically asked me if there were anything else I needed her help with. I told her no thanks, because Cingular(the new AT&T) have helped themselves enough on unsuspecting buyers of their cell phone warranties. Why do I know this?
Once I returned to work I told my manager about this issue and he quoted before I could get it out of my mouth. "Did they (the warranty department) say that your returned phone had "water damage?" I said, "Yes they did!" He had problems with 2 phones he purchased from Alltel with the cell phone warranty program. He was jilted out of $600 and a negative item was posted on his credit report. And his two phones was never exposed to water. If I see any charge of either $210 or $265 on my cell phone bill, I am going to contact my local TV Station with the person who investigates business scams / fraud and reports the companies on the news report. My boss said that if need be we will use the news station contacts and ours (we are employees of the State of North Carolina) to post a message on a website for all other consumers who have been scam to respond to see if we need to get an attorney to file a class action lawsuit if conditions for fraud are met by the issuer of the cell phone / warranty. After this contract ends, I definitely will be considering leaving BellSouth / Cingular AT@T for all my combined services (Residential, Wireless and DSL-Highspeed). Future buyers, please beware if you ever have to return a defective phone and get the "water damage" excuse.
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June 13, 2007
Faulty cell phone, useless insurance
Cingular Wireless - Faulty cell phone (I did purchase the insurance which was useless).
I recently called for assistance with a broken cell phone. I have been a customer since July. I explained the nature of the broken piece and after being transferred about 7 times and being told oops sorry this isn't my job, I got the warranty department. The warranty department said oh I will let you send the phone back and we might even send you another one, but if we think this is your fault, "you broke it" then we can send you a bill for the repair or the cost of a new phone. I have had multiple problems with the phone since the 30 day review period, and once they replaced the charger, (but the subsequent issues were never resolved including not stocking styluses for certain phones in the store so you have to go out and find one that will work.)
I said why put me through this, let me come in and buy a new phone and just sign a new two year contract and they said sure, you can do that at FULL retail cost of any new phone.
The point being that full retail was trip the cost of any deal they are offering to new customers. I then was transferred to customer service after explaining that I didn't want to be phone less for 5 to 7 BUSINESS days, and asked them to help me. After a heated debate and much frustration I got the agent to ask his supervisor to speak to me and the agent came back again stating that he could offer me a phone at 359.00 that is being offered in the store at 150.00.
On top of it I have been emailing and emailing about my rebate that they claim they mailed me and I never received and no one answers the emails or even makes a phone call to assist you.
After not getting anywhere with this, I transferred my service to T Mobile who if your phone breaks you send it out and they send you a replacement immediately.
And you can upgrade your agreement mid stream at any time with no hassles. I am so upset and angry that a company of this size is so misleading to the public and so non consumer friendly that I have asked other people there experiences and found out that they are having the same really bad customer service issues with Cingular for all sorts of reasons.
I also found out that someone who wanted to change his service to another carrier was told by Cingular that they would have to pay a termination fee for each family line. Amounting to about 775.00.
Of course the person didn't switch and there was no recourse with Cingular to sort it out. I would am spreading the word about this because I am now facing a termination fee and loss of my security deposit. On top of my already charged bill for may and the month is not even over yet.
Maryella.
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May 27, 2007
Advocates of identity theft
Yes, you have read correctly. If you have an account with Cingular Wireless they will allow for anybody to make changes to your account, to upgrade, add a line, etc. as long as they can provide Cingular with your information as verification. This means that anybody who steals your personal information can go and give Cingular your social security number and basically obtain every and anything that you yourself can get. When I spoke to a representative at Cingular Wireless basically said that the person was able to provide your information (Soc. Sec) and was allowed to make changes to the account. Then he said that I had to contact the Cingular store that allowed it to happen, and that I should have had a password on the account (which I had no idea was needed as no one ever informed me of one until now.) Check your bills, because you may be paying for services that you did not sign up for. I intend to report them for advocating theft of identity information!
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March 31, 2007
Take for two days the service of US$2000
2006.December 6th I at los angeles santa monica blvd and La Brea Ave cingular Store order wireless Service
for notebook,The manager of that store tells me price be 69.98 for Month Have no another charge.Afterwards December 9 days I cancel the service.The store commitment sends back my fee.Later on more than a weeks The company send to my bill is 362.12.I for many times go to the store to explain the problem in a month, but the staff member calls me wait for with various reason.Afterwards I search a bill that takes the service telephone me about 2000.
These.
Manager's name Andy Abaoag My cinggular number213-379-3891
They do not give me the contract with various reason, and call the financial assetmanagement systems made me return money
English that begs your pardon me is not good!
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December 2, 2006
Charge for wireless bill we don't owe!
On 10-07-2006 We canceled our wireless account (Prestige Hair Design)(606)5215415 and (606)521-8007 and got new numbers with an upgraded phone on line. We did a new contract that they told us we had to take new numbers, which was okay. The representative told my daughter that he would turn off the old numbers and we wouldn't be billed for the remainder of the time, since we wouldn't be using it. We thought everything was okay until we received a bill (Prestige Hair Design) for over $98.00. When I called 11-30-2006, I was told that we had to pay this and that they would not honor what we had been told by the representative on 10-07-2006. Does your Company care about the lies that are told to people or are they only concerned in making a buck? I feel that we were wronged and how can we ever trust Cingular Wireless if you don't stand by your word or what the representatives that handle your accounts tell costumers? I feel that we have been a good customer and would like to stay that way. I don't feel that anyone should have to pay for something they aren't using. I would like a response and I also know that my bill was never $98.00 or more. I wasn't like we stopped using your service, we had renewed a contract and got new phones.
Thank you in advance,
Joyce and Don Justice
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November 6, 2006
The worst of the major cell carriers
This was sent to Cingular by me, on 10/28/06, due to horrific service, poor customer care, and exorbitant charges. The addresses are all public information available on Hoovers.com. I would appreciate it being posted as both a complaint and a resource for people wishing to complain. Thank you.
To:
Cingular Wireless LLC
Glenridge Highlands Two 5565
Genridge Connector, Atlanta, GA., 30342
CC: Chairman Rayford Wilkins
President/CEO Stanley Stigman
COO Ralph de la Viga
AT&T Inc.
175 E. Houston
San Antonio, TX., 78205
CC: Chairman/ CEO Edward E. Whiteacre Jr.
SEVP, Bus. Dev. James W. Callaway
COO/ Director Randall L. Stephenson
Bell South Corp.
1155 Peachtree St. NE
Atlanta, GA., 30309
CC: Chairman/ President/ CEO F. Duane Ackerman
President/ COO/ Director Mark L. Fedler
CFO W. Patrick Shannon
Dear Sirs:
I would like to inform you of my experience with Cingular Wireless. First, a little background on my account. I am a former AT&T Wireless subscriber. I have been with the service for over 10 years. When I first signed up, my AT&T service was flawless. I could receive and make call from any location, never had a single dropped call, and always received superior customer service. At the time, I recommended AT&T service to everyone I knew. My parents and entire family signed up for it based on what a great experience I had. I have two accounts with you, one a GSM, and one a TDMA (which happens to be the only phone that always works right).
Then, Cingular Wireless purchased the service. It has never been the same since.
Since that fateful day, sometime back in 2004, when by my poor luck Cingular acquired AT&T, I have had at least one dropped call per day, generally more like 4 or 5. I have experienced being unable to get service in my own house, particularly on my GSM phone. The speech quality is poor. I’ve experienced at least 2 occasions when I had an emergency and suddenly Cingular’s service was down and I was unable to make calls for home. Luckily, no one died. I’ve made call after call to Cingular and I always get the same run around- the service is being worked on, blah, blah, blah. I happen to know, since I am a part of it, that there is a class action lawsuit against your company for just such dropped calls and unavailable service. More bars in more places my ass. I can’t even get two bars in my bathroom. I could probably wrap my phone in tinfoil to get better reception. This happens on both the TDMA and GSM phone, by the way, with the GSM phone being by far the worst – everyone I know with your GSM service has said it’s horrible. The TDMA one is the only reliable one, which brings me to my next point.
A brand new $4.99 charge every month for having a TDMA/ Analog phone. Penalizing customers with old phones using the “old”service, when 80% of the country still has analog.
I don’t make millions of dollars as the CEO of a company with stock options. I can’t afford to upgrade my phone. No one has ever offered me a “free” phone with a service upgrade (which of course, would be far less minutes for far more money, since I only pay $29.99 on one phone now and get 800 minutes under my contract). I can’t even afford to upgrade my service. I don’t make much money. But yet, I’ve stuck with Cingular, even through all the problems, and transitions, and never once considered going to another company.
Until now.
I saw the $4.99 charge on the bill I just received in the mail. I called customer service to ask about it. I was told it was on my July bill. Well, I certainly never saw any notification on my July bill, and I would think that it would have been sent separately in order to ensure that people did not overlook the so-called “notification”. Honestly, I wouldn’t even be writing to you right now if your customer service department had done one simple thing. Credit the $4.99 for this month to give me a chance to either look for an affordable upgrade or to cancel my service. However, they did nothing.
The only thing I got was a bunch of runaround and a “we can’t do anything about it”. I’m sorry but that is BS. How much does it take to get a $4.99 credit? I got a $10 credit, TWICE, simply because my voicemail went down, and I didn’t even ask for it. I asked to speak with a supervisor this time, whom I had to ask for 3 TIMES before the rep would give me one, and I got the same rhetoric of “we can’t do anything”. I said “you mean to tell me that you can’t give me a $4.99 credit for a charge I never received notice of, when I have TWO ACCOUNTS with you that I spend almost $100 per month on, have been with you for almost 10 years, and my whole family is on Cingular? You can’t give me a simple credit on one phone for one month based on the fact that you are going to lose a customer if you don’t?”
They said “NO”.
I have to tell you, based on that no, you have now lost an entire family of customers. I am distressed and upset. I had more faith in Cingular than that. I thought that once AT&T took back controlling interest, problems would no longer be common.
I was wrong.
I am currently in the process of looking for new service. Within the next two weeks, unless I receive that simple $4.99 credit from Cingular, I will be canceling service on both phones. I really don’t think a $4.99 credit is too much to ask for simple one month period. I will also be posting this letter to the Better Business Bureau as well as several websites that deal with consumer complaints. I will also pass a copy along to the group that is heading the class action lawsuit, as I am sure they would be interested to know how shoddily longtime customers are being treated by the wireless service “with the fewest dropped calls”. Fewest dropped calls- ha! Unless you own the “independent” market research company that did the surveys, I have no idea where you got your information. Consumer Reports even rated Cingular the worst of the major cell carriers, TWICE- two years in a row. It’s a sad day when a once proud phone giant reels in new customers through advertising lies, and exiles old ones by forcing them to pay for new services that don’t work or be penalized for trying to stick with old ones that do.
Sign me,
A new Verizon Wireless / T-Mobile/ Sprint Customer
Justine
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November 3, 2006
Dealing with these people is a nightmare!
On the 23rd of August, my son's telephone was stolen from his vehicle at a Quiktrip store in Phoenix, Arizona. My daughter heard of this from my son on the 24th of August and told me. I immediately called Cingular and informed them that the phone had been stolen and needed to be turned off. Over the next few days, I received numerous calls from my son's stolen telephone, presumably because our numbers (wife's, daughter's, mine) were stored in the phone. Obviously someone of Hispanic heritage took the phone judging by all the calls being made to Latino states south of the border. I called again on the 29th of August and again requested that the phone be turned off because I was still receiving calls, sometimes at 2 or 3 in the morning, from some spanish speaking individual. I was told it would be turned off and that the bill would be remedied if I called back when I got my September bill (Sept 23rd). I called back on September 24th and reminded the CSR that the excess calls from the 23rd for that line (I have 3 phones for my family) needed to be removed from my bill. I was told they would be. Again, this past weekend (Oct 15th), I received calls from that number (678-852-1sss) so I called this morning to, once again, ask that that number be turned off only to be told by Mr. Larry Lovely that the phone had not been turned off due to a glitch in their system. He also explained that the $598.70 in charges attributable to that number would be credited to my account. Great, in comes Ms Carmela Heberly of Cingular this afternoon (Oct 16, 2006 5:33p) to let me know that the credits would not be applied because the telephone was not stolen. Her reasoning was that; because calls were made to my home phone number (stored within the stolen phone) and that I had requested international calling in July. I did indeed request international calling in July for my daughter's phone (678-852-1sss) for her graduation present/trip to Europe . I did not request int'l calling for my son's phone (678-852-1sss) nor did I want it. When I asked the Cingular representative in August why my son's phone was able to dial international calls, she specifically told me that Mexico is not considered International. However, Ms Heberly infers that it is.
Dealing with these people is a nightmare. I don't even have a contract with them (ended July) and they do not care that I won't even consider them as a potential carrier.
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