Cingular Wireless - Worst Customer Service Ever

Working for a large corporation myself I can appreciate that it is

sometimes difficult to get things done. However, when a customer is told

repeatedly that things were done that were never done (and were

intentially lied to) and there are no processes or attempts to expedite or

follow up on a request, there is no excuse for company size or beaurcracy.

This is my experience with Cingular Wireless.

In 2005 I received bills for a Cingular phone number that was never

ordered. I called Cingular and it was determined that the number was

fraudulently ordered and that I would not be charged. I never received

another bill for this number.

In 2006 I began receiving calls from a collection agency requesting

payment for an ordered collection from Cingular. I called Cingular and

was told that both of my current accounts were in good order. I told the

collection agency and submitted the paperwork that was needed to dispute

the claim.

In May 2007 we were trying to refinance our home and there were 2

collections on my credit report from Cingular. I called Cingular and a

customer representative finally found the account. In the notes of the

account was the fraud and that the account should be closed and not

charged to me. Further investigation showed that the 2 collections were

the same account: one for the original amount and a second that included

an 18% surcharge from the collection agency.

After over an hour on the phone the representative told me that the

receivables department was not sure that the fraud was legitimate that

that they were suggesting that I pay the bill! I could never talk to

anyone from receivables and the customer service rep could not tell me his

name. He did give me the phone number of receivables and the account

number. After a long discussion they were kind enough to write off the

balance that they had told me 2 years ago was taken care of. Also, they

told me that they could not fax me a statement that it was a mistake and

would send out a form letter within 7 to 10 days! It did not matter that

I needed to get this taken from my credit report to qualify for the

mortgage. This was May 11, 2007.

After a week the letter did not come. I called again and spoke to a

"supervisor" in receivables who promised me that the letter would be faxed

to me by the end of the next day. This was important and would be

expedited and he promised it would be done. Two days later...no letter.

I called receiveable and asked for the supervisor by name. He could not

be found. I spoke with another supervisor who told me that they could not

fax the letter but she would expedite this and get the letter sent by

snail mail today. In the meantime I was told by the credit bureau that

they would not accept a letter from Cingular since it was a collection

agency that submitted the complaint.

I called the collection agencies that filed to the credit bureaus. One

said that they had received the information and that they were putting

through the request that would take 48-72 hours. The second agency (First

Revenue Assurance) basically called me a low life that should pay my bills

and that it would never be taken off of the credit report. I called

Cingular and asked them to resend the request to the 2nd agency. They

opened a "case" but said it would be 7-10 days before the agency would

receive the letter.

It has now been over 2 weeks. I call on a daily basis and Cingular will

still not go out of their way to help me even though they caused the

situation and know that I need to get this taken care of for a mortgage.

Their processes and lack of customer service are unwaverable...they will

not go out of their way to help anyone. They will not overnight anything

and supervisors will not even attempt to call anyone to check on anything.

Everything is done through notes on your account.

Looking at the complaints on the site the lack of customer service, and,

even worse, the lack of caring about people and their situation, is

obvious. Unfortunately I don't think any other wireless company is

better. If anyone can tell me that another company will go out of their

way for a customer I would like to change companies.

Good luck to everyone who has ever experienced Cingular Wireless and their

"customer service".

Rod Hawk