Cingular / Monthly Plan

2/2/06

Dear Sir/Madam,

My complaint is as follows:

I have been a Cingular customer for 5 years. After months of back and forth with the Cingular retention department on renewal of my contract I decided on or around December 21, 2005 to renew my contract. There were 2 deciding factors why I renewed my contract with Cingular:

1) And most important - The retention department offered me an older plan to retain me: $39.99 for 1000 anytime minutes, Roller included, Nights and weekend & Text Messaging would be for additional $. I instantly agreed to this plan. Told them to wait for a few days so I can make up my mind.

2) Free Black Razor phone also helped

So with the above in mind I signed up a new contract for 2 years. I made sure over the phone a bunch of times that the deal was good. And the response was yes.

Everything was fine till 1/24/06 when I checked my minutes and realized that I had no minutes left. I called and a Cingular representative said that there were nights and weekends attached to this plan, however were taken off for some reason. I told the representative of the deal that I was given when I signed up and he noted the plan and added the nights and weekends back to my plan. 2 days later I got an email from another customer service rep mentioning that the nights and weekends were taken off because they weren’t supposed to be on that plan.

So I called customer service again and this time I spoke to some one in the retention department who also mentioned that there is no such plan and I would have to buy a $59.99 plan to get 900 minutes (to them this was an equivalent plan).

I then asked to speak with a manager and was transferred to a Linda Cramer who at first told me that she couldn’t do anything. Then after I explained the situation gave me 2 options, one to let me out of my contract and another to increase my plan to $59.99. Eventually after more back and forth and me telling her that this is not fair she agreed to give me a max of $400 off my 2 year agreement. She has this is system while I try and see if there is anything else I can do.

At this point I am hoping that this complain gets to someone at Cingular that values 2 things:

1) The customer

2) Their (Cingular’s) word as binding

I mean the fact that I was given nights and weekend for additional $$ and then removed twice only to tell me 2 months down the road that I cant get access to nights and weekends is unfair. This is bad practice on Cingular’s part. I can only imagine how many other customers of theirs sign up but don’t have the energy and time to go forth and complain about such incidences.

Although there are a few plans as such out there, their retention department gave me this plan and they should honor the plan. Its unfair to me that now I have to change and get out of contract because they can’t offer the plan for whatever reason anymore. At this time Cingular has the upper hand but its unfair to the little guy caught up in the game. There is a lot of mental anguish on my end and I feel betrayed into switching to a higher plan, perhaps this is a common practice at Cingular. There needs to be a simple resolution that is they need to add the nights and weekends on to my plan and I pay the extra and we call it a day. Honor a commitment.

Sincerely

Mayur Patel

215-808-7701

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