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 Unauthorized Data Plan Change
Posted Tue June 19, 2007 9:05 pm, by Chamika A. written to Cingular Wireless (now ATT Mobility)
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I was astonished to see a $232 bill for data on my last month's bill since I have been on an unlimited data plan since 2003.
After the first call to Cingular customer service I was informed that my data plan was changed at a Cingular corporate located 40 miles away from my zip code. Instantly I replied "I haven't been to a Cingular store in years!" According to the CSR (customer service representative) they had to transfer the issue to the Cingular Fraud Investigation Division and I had to bite on the extra charges until the problem was solved. Next call to a CSR revealed the store and the employee who made the changes to my account. Numerous calls to the store brought me no luck since he was starting work late that particular day.
Since I was impatient I had to call back and finally got hold of a nice lady (a solutions specialist) who really understood the problem and reversed the charges but informed me that she will call me back after sorting things out with the Cingular store since this plan change was completely illegal. Since I did not here from her again, called back the store and got hold of the CSR.
Q: When I asked why and how he changed my plan the answer was
A: I was trying to save you some money.
Q: Who asked you to do me this favor and how did you pick me?
A: I just randomly chose you from the database. Since I am saving you $5 a month, I didn't think it would be a problem
Q: Do you know it's illegal to change customer's service plans without their knowledge?
A: Silence
I have the conversation recorded and also the employee name and the store ID number. I had a great data plan (which is now grandfathered) and lost it just because a CSR wanted to make a buck on the side. All though the lady mentioned above came up with a combo plan to match my old plan, according to her the system would not let me have my old plan back, even though I had nothing to do with this whole issue.
And to all those who have the Media Works Plan for $19.99 (The old unlimited data plan with 1500 text messages) check your bill from time to time or this might happen to you too. I have come to realize that I am not the only person who encountered this "mysterious data plan change at a Cingular store". There are a lot of reports on www.howardforums.com regarding this same issue.
I would really appreciate if you can right this wrong since it's quite unfair for a customer who has been paying her bill on time for the past 6 years.
The person who did the unauthorized data plan change to be held responsible and make sure this does not happen to other customers in the future
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