Cingular Cheats people out of ROLLOVER MINUTES - SCAM

So if this issue first came up in 2005, why in Q3 of 2007 are they still running ads on television with the Mom "picking up" rollover minutes out of the trash saying that even though they are old they are still good. I find it infuriating that with this advertising going on they are expiring rollover minutes.

rollover min have always worked on teh basis of a 12 month rolling bal , if you are going to a lower plan it is obious you dont need the rolover min you have accumulated, if you are going to a higher plan its obious you dont have enough min to sustain your useage what seems to be the probem?

dont give the played out bs well i paid for them i should beable to use them when i want, no other company allows you to keep unused min. so act like an adult and deal with it chanes are this "new" policy will not change

BigRuss. no offense to you. But it is very surprising that you could be an AT&T/Cingular representative. I hope you speak more efficiently than you type.

And, I have read all of the posts. Fortunately, I do not have service with AT&T. I am with Intelos. which has unlimited calling. However, I do have to agree with Bob and Kilroy, they both paid the high prices for these "high minute" plans, they should be able to keep the rollover minutes that THEY PAID FOR!

And as far as someone stating earlier "you should be nice to the reps. they will treat you better. or if you aren't. they could be worse to you". sounds a little threatening to me. If people like you are working for AT&T. that tells me what kind of company they really are! Maybe its mostly the REPS fault for giving AT&T the crappy reputation they have!

Let me start by saying that I've read all the replies and I believe both the, now, AT&T reps are correct but also the customers writing in are correct as well. I have been a rep for a local, long distance, cable, internet, & cellular provider in Alaska, so I understand both sides. I been in customer service for over 13 years now and I have people in my current position ask for me by name and recently got a promotion due to the fact that my sups knew that I am the best person for the job and would get things done and corrected. So, I am not just someone who is pissed that things are not going his/her way.

Now let me explain why AT&T is not my top choice anymore and why I will be switching my service just as soon as I am able.

Cingular was great, they would work with me on my bill if I was due credits and I was never asked to pay the full bill if credits were to be issed. Now, I am. This all started the end of September begining of October of 2007. I phoned in and asked about the international plans because my boyfriend was working over seas. I researched on the web as well. I asked for the 3.99/mo plan to be added because it was showing that I would be able to call him with no additional charges. That is what I was told and what I found on the net. My October billing came out and it was high, the international plan was never added. The rep I spoke with said that he would research the charges as well because he was told that the rate to the location I was calling is $.99/minute and would call me back. He did and he was correct but because of what I was told and found the net, he would credit all the additional charges on my bill and we uped the plan to like a 4000 minute/mo plan as well because I knew that I would use those minutes. Since I was already into my next billing cycle when all this came to light, I asked if he would also review and credit my November billing as well removing all charges to the point when he added the international plan and informed that indeed it was $.99/min. He said yes. Well my November billing came and I gave it a few days. Looked at my billing and decided to call in because it was over $10,000 and I had not heard from the rep. I was told by the rep who answered the phone that they were locked out of my account and had to connect me to the high usage department. Ok, no problem. I explained the situation to that rep and she offer a $4,000.00 settlement. I asked "If I pay the $4,000.00, it will clear my bill?" She said yes. I said done, I just have to let my boyfriend know and the bill will be paid. That was the end of the call. Not even two hours later my service was cut off. I found out later that this rep notated in my account that she told me that my service was going to be cut off when she never did. On top of this no seems to be able to tell me who I spoke with October but there are notes in the account from him and he submitted over a $5,000.00 credit and still no one is able to inform me of who I spoke with. Long story short, I paid $4,500.00 got my service back on. I called on 7 Dec 07, was told that a $10,696.02 was being submitted and that would leave a balance of about $3,600.00 before the $4,500.00 was paid. I said really, so after the credits I will actually have a credit balance of approximately $700/$800? The rep said yes. Of course, that is not what the messages said, her messages really did not say anything at all. (All the calls are running together now.) Credits were submitted and denied because they said the rep miscalculated. Keep in mind I spoke with this rep, a guy, who was finally helping me at least a little bit, said he would need to re figure the credits and would give me a call back in an hour. I waited over a week and finally called back in. Was never able to get ahold of him, he was either gone for the day or on another call. Last night I finally spoke with him and he told me that I would have to pay $6,800 before the credits could be submitted. (They have never required that before . . . why now?) This has been going on for about a month now after my December billing came out and I called in to find out what the actually bill was since I was aware that it could take a couple of months for such a large credit to be applied. I finally was able to speak with the guy I had been talking to and he has now changed his tune as well. I even spoke to a manager and the manager's manager. Who said that she would call me back this morning and I have not yet heard from her. I got off work and went to call my mom who picked my son up for me and let her know that I was on my way . . . . my service had been turned off again! I spoke with a 'seasoned" rep and two managers and not one of them thought it prudent to inform me that my service was going to be shut off. Now, here I am because I am a divorced single mom with limited funds and no phone service. I had to choice between a land line and a cell phone. I choice the cell because it ment that my son would be able to get me any time he needed me no matter where I was. Be it traveling to pick him up or in a meeting for work or at a friend's house (who also does not have a home phone jsut a cell) This also enable my parents to reach me any time they choose as well since they are my only local help. Any single parent out there will agree that they need to be reachable since majority of the time the other parent is not in the same city or state.

What truly upsets me is that the notes on my account do not reflect the actual conversation and that they are not willing to honor what a representative, one they hired, had told me. I did tell the manager last night that I would continue to go up the ladder. By the way, they are now backing what the last rep told which was that I had to pay $6,800.00 before the credits could be submitted. But they are not willing to back what I was told previously because it does not meet the policy. They will not even give me the name of the rep I spoke with in the beginning of November. I wonder why?

I understand policy but I will not pay for something when I was informed differently and I will be changing my service asap.

On top of all of this, my actually cell service has gone down hill. I have more dropped calls, more calls that will not go through even though I show 2 or 3 bars of service. The calls not going through tells me that the service even though it is there is not registering the buttons I am pushing. I would say that it is an equipment problem but when I have friends on AT&T experience the exact same thing with a different phone . . . . use your brain, it is not that hard.

I strongly urge everyone to choose another provider and will urge my friends to switch as well. I know enough people and they know enough people that it will make an impact. Not right away but slowly it will because word of month is the best advertisment a company can have and it is free! But it can also be thier dome.

Ok. I am done and I feel much better now.

All you reps that are writing defending Cingular great! I would defend Cingular as well. I loved cingular. It is since AT&T took over, that I have found to be the problem.

As I thought back through my conversations with the many reps I spoke with in the past two/three months, a comment that was made to me by a manager popped into my head. I was telling him that I have not been happy with my service since AT&T bought Cingular out and how the actually cell service has gone down hill. Explaining that places I use to have service, I have very little connectivity if any. Also, I've notice a change in the customer service. Very few are willing to work with me and no one is willing to honor what another rep told me he would do. That manager told me that nothing has changed since AT&T took over, the reps, policies, & service are all the same. Then why this surge in complaints? Just browse the net.

I also had a land line through AT&T and gues what . . . I cancelled that service a long time ago because of the lack of or rather poor customer service. I was hoping that this time it would be different, I was let down. Just because the people and the policies have not changed does not mean that the instruction on how to deal with a customer hasn't changed.

I am stuck in a contract which will be ending very soon and that is truly the only reason I still have AT&T. Honestly, it may not be ending soon enough and I will pay the charge for breaking the contract. That is just how displeased with AT&T I am.

I had people I could not convince to stay with the company I worked for because of their bad experience. I never down any other company or the customer, I only stated facts to my customers and told them the truth. You guys really seem to have a poor attitude as a collective. Just take a step back and look at how you are replying to these messages (you are talking to current customers). The company I worked for was not perfect but if my sups ever caught wind of me talking to a customer the way you have been here, I would have been fired. I understand that sometimes you need to get a little forceful when speaking to an irrate customer but this is just typing and you really do not know truly how the person on the other end is reacting. ALL CAPS could just be to "highlight" a particular statement or point and not ment as yelling.

As with any company there are benefits to choosing one over the others and there were benefits to choosing the other company over that "one". All you really can do is give them the knowledge and suggested that they ask friends and family about their experience with whatever company they are with.

And something else to all those dear reps out there replying to this discussion . . . GET A LIFE! (Yes, I was yelling) I left it at work and did not carry it over into my personal life. I found other things to discuss and do. I delt with it for typically over 10 hours a day for four days a week and I was not about to spend my precious time with my husband, child, and friends talking about work. Get over it, you are not going to change my mind or any of the others in this discussion.

Online point of etiquette, all caps is yelling.

The people who're responding to the messages are doing so in an attempt to help, and on their freetime no less, however here, unlike at work they can respond like the human that they are, and they can be rough sometimes, because like any human, if you're attacked, you attack back. I do not now, nor will I ever subscribe to the thought that all customer service reps should be nice and kind 100% of the time, and those that respond here, in an attempt to help others who seek it out here, should be thanked for any response they give at all, you're right they could be spending time with their families or significant others of any persuasion, and they're not, they're here provided a service, free of charge, to help others. And for the record, Cingular as a phone company, was half owned by SBC and half owned by BellSouth. SBC changed it's name to AT&T for better name recognition, then bought BellSouth, now they owned all of Cingular, so they changed it's name to match. All the same employees, all the same policies, all the same everything, except the name.

Let me sum it up like this:

All cell phone providers can change anything at anytime with or without consent, thankfully ATT (cingular, same company, remember this) does give notice. If you say we didn't, then either you didn't notice the notice, you didn't remember the notice, or you do remember and you are lying.

ATT = Cingular = Same Company.
When we bought ATT wireless, everyone said they were better than Cingular. When we changed out name to ATT, everyone said Cingular was better. And it's also pretty sad the SAME person is signing up multiple accounts on the boards to act like they are defending him/herself. Please don't lie.

I just think it is kind of funny. I put a Thomas the train video in for my little kids to help them to learn little lessons, like it is better to ask nicely then to just be bossy or mean. What's funny is, when we grow up we no longer have to be nice, because the person we're talking to is doing their job, they're getting paid to do it, so we can treat them any way we like . . . anyone else see the irony?

i wonder if i can win a Nobel prize for finding the link between cell phone usage and spontaneous mental retardation ?

Cingular Cheats people out of ROLLOVER MINUTES - SCAM

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