So... Rate-plan changes aren't retro-active?
As in, if I had a Regional plan, and I leave my region for a vacation, then within a week of returning change my plan to a National, the roaming charges from that week won't clear?
'Cuz, uh, that's what the Cingular rep who made the change for me had said. Someone here had also reassured me it was.
My $130 bill disagrees.
'Cuz, uh, that's what the Cingular rep who made the change for me had said. Someone here had also reassured me it was.
My $130 bill disagrees.
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🤣 , That's messed up. You can also forget about calling them, telling them that you were misinformed, and get any kind of credit. Cingy's call center reps don't budge. But I did get the call center supervisor to admit that they needed better training. About a year ago, they threw me for a loop with my plan and my bill was over $350. I sure wanted to cancel them but they are the best where I am.
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I don't care about being misinformed, if it happens, it happens. I just want to know who's right and how to go about trying to fix it if possible.
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Did you call in to change your plan, or go to a store? Call centers can't post date, but if you go to a store, depending if they have access to care, you can have it post dated, but only in the current bill cycle. We do it most of the time. Just don't go into the store with an attitude, or it's by the book and it won't happen. Find a good rep who knows what they are talking about, then if you need help, get him/her to help you out. But be faithful, and send in potential customers to see them, afterall, we are in commission sales. You take care of us, we take care of you.
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I think ur at fault because I did the same thing i had a home rate plan and went across the country and racked up a massive bill of 400 dollars from roaming chargers. I got back into town and still had to pay the outrageous bill because it was my fault because my phone was roaming the whole time and I didnt pay attetion. When I got back into town I changed my rate plan to a national plan.
hope i helped.
hope i helped.
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Sux- but Cingular doesn't back date rate plan changes- If you knew ahead of time you were going to be out of town then you probaly should have changed before you left town and used the phone. If you are lucky you may get someone to split the cost of roaming for you- being nice goes a long way and the cusotmer service rep may be more willing to help
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Uh... Are you serious? You're telling me to ask a customer service rep to pay half, out of pocket?
Haha, lemme tell ya. If that's ever worked for you, you must be amazingly gorgeous, because NO ONE would do that for a customer, and I'd be stupid to even bother asking.
Unless you meant something different.
Haha, lemme tell ya. If that's ever worked for you, you must be amazingly gorgeous, because NO ONE would do that for a customer, and I'd be stupid to even bother asking.
Unless you meant something different.
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I think he meant the company would suck up half the charges. Half of the ROAMING charges that is, not half of the whole bill. And be really nice to the rep. Golden Rule. Treat them how you want to be treated.
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I would call Customer Service and see if you have any notes on your account saying that you were educated as to the roaming being waived if you switched to the nation plan.
If there are notes, and you remain calm and polite, they will help. If you are rude, expect "I'm sorry but there is nothing I can do"
However, if you get a rep that sounds like a dick from the get, hang up and call back.
Sometimes, even without notes, they may waive half of the roaming.
If there are notes, and you remain calm and polite, they will help. If you are rude, expect "I'm sorry but there is nothing I can do"
However, if you get a rep that sounds like a dick from the get, hang up and call back.
Sometimes, even without notes, they may waive half of the roaming.
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Ask to speak to a supervisor and **Trust me** you will always get what you want. I'm a rep and most of the time my sup won't even take a call about roaming anymore. She just looks at me and says credit. But I'm still with the former AT&T side. Things could be different with a true cingular customer.
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Ooh, so now I get to find that happy middle ground between sounding like a jerk and asking for a supervisor!!
Haha, but seriously, if that happens often with you guys, it's certainly worth a shot. Thanks for the ideas.
Haha, but seriously, if that happens often with you guys, it's certainly worth a shot. Thanks for the ideas.
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Whatever you do, don't throw a competitors name in there. That will shut down any credits you may get. Some people says it works, but it makes more reps put their foot down and say no. "love" goes alot farther than threats of leaving...
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Ah.
Seems kind of strange for a corporation to be willing to compromise like that, though. Their dealings tend to be very black & white. Would that seriously work?
Seems kind of strange for a corporation to be willing to compromise like that, though. Their dealings tend to be very black & white. Would that seriously work?
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customers are responciable for valid charges, if there was a fee charged in error then Cingular would rerate the bill to the proper amount. rate plans are not to be retro-active they are supposed to be future dated to the next billingcycle.
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however, if the rep told you this, AND it is notated in the account that this was discussed then there would be room to credit back. Howver if there are no notes supporting the claim in the account then a customer may be eligable for a one time rerate for misinformation for up to 50%, again it does depend on the notation on the account. You do sound like a very reasonable person and I am sure that if you got a rep like myself, I would definatly look into all of the options. 130 in roaming, believe me I've seen worse but good luck. let us know how it turns out.
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Most companies, if they want to keep their existing customers, will be willing to give credits on a one-time or "courtesy" or "satisfaction" or, if it comes to it, "retention" credit.
When I working in customer service (not for a cell co), one of the biggest frustrations on the floor is that you, as a rep, are responsible to enforce to policy, which usually involves denying a credit request if it is a legitimate charge. (in this case, it appear that the charge is legit) However, as soon as the customer asks to talk to a supervisor, or threatens to cancel and goes the "retention" department, 90% of the time, they would get what they were asking for. Sure, at some point, a supervisor or retention rep is going to cut them off, but most com...
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When I working in customer service (not for a cell co), one of the biggest frustrations on the floor is that you, as a rep, are responsible to enforce to policy, which usually involves denying a credit request if it is a legitimate charge. (in this case, it appear that the charge is legit) However, as soon as the customer asks to talk to a supervisor, or threatens to cancel and goes the "retention" department, 90% of the time, they would get what they were asking for. Sure, at some point, a supervisor or retention rep is going to cut them off, but most com...
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