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 Cingular Doesn't Inform The Customer About Renewals
Posted Tue May 16, 2006, by Todd K. written to Cingular Wireless (now ATT Mobility)
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Termination of service
I originally signed up for service on 10/29/03 for two lines. In November of 2004 I called customer service to find out about upgrading my service to GSM. At that time, no one ever said anything about this requiring a new two year contract.
On Cingular's website, my account shows that my original activation date for both lines was 10/20/03 and the contract length was two years.
I currently have cell service provided to me by my employer (through Cingular) and I just purchased a new phone and activation for my wife (also through Cingular).
I called customer service this morning to cancel service on the two lines whose contract had ended in October of last year. I was told that my contract had been renewed for two years in Nov 04 when I upgraded service. Even though no one from Cingular ever said anything about this at the time, and nothing was ever sent in writing. I was told that by activating the GSM service, I was automatically concenting to a new contract. Nowhere was this EVER stated, verbally or in writing. I tried explaining that their own website shows that my contract expired in October of last year.
The customer service rep's only offered recourse was that I pay $75 per line for early termination.
I am furious about this. Exactly how is someone supposed to know that they secretly agreed to a new contract. Additionally, why is this information withheld from the customer when viewing their own account information on Cingular's website?
I would like Cingular to cancel the remaining six months on a contract I never agreed to.
Additionally, I would like to see Cingular communicate better with their clients. A customer should be able to view all details about their account online.
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by Let Itgo Posted Thu May 18, 2006 @ 9:19 AM
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My oh my, Todd K. missed the truth a bit; he failed to let the WORLD
know that HE called customer service to ask for the online price, in
exchange for a 2 year contract. In addition, in order for his phone
to be activated, he had to have accepted the terms and conditions via
the IVR. The IVR gives a very detailed description of the terms and
conditions of YOUR contract, and your wireless service will not be
activated without acceptance by YOU. Todd K. got off easily by not
being honest. For you that have fallen for his gift of gab, shame on
you!
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It's absolutely outrageous what companies get away with in the small
print. No company should ever "automatically renew" any contract
without sending at least a 30 day notice that renewal is approaching.
You are well within your rights to complain, and you've done so
eloquently. I do hope you get adequate recompense.
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by ToddKearney Posted Wed May 17, 2006 @ 12:19 PM
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I just spoke with a representative from the Office of the President of
Cingular.
I concede that there was an unspoken contract extension when I
upgraded to GSM service.
My main complaint is that on their website, under my account
information, it shows that my contract start date was 10/29/03 and the
contract period is two years. There is no place, anywhere, that
states the contract was extended or renewed.
With that in mind, Cingular has agreed to cancel my contract and I may
now terminate service.
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by Let Itgo Posted Wed May 17, 2006 @ 9:44 AM
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How could you not realize that you were not extending your service
agreement; if you are so familiar with using the cingular website, you
would know that the equipment offers apply only with a 24 month
contract. In addition, when you received your equipment, did it not
include a contract for you to return and sign? Also, are there any
wireless carriers out there that offer deep discounts on equipment but
do not require a commitment? You act as though you were hoodwinked;
this can't be your first rodeo.
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by U Gotta B Kiddin\' Posted Wed May 17, 2006 @ 9:43 AM
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I always say some things are too good to be true. U can't get
something for nothing. There is always a price to pay when something
is free or discounted. Next time read before signing.
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Try reading your contract/terms and conditions. It is the 4th
paragraph down in upper case letters.
'IF YOU 1) USE THE SERVICE OR DEVICE, OR 2) ACCEPT ANY BENEFIT IN
EXCHANGE FOR COMMITTING TO NEW TERMS AND CONDITIONS AND/OR A NEW
CONTRACT TERM, OR 3) PAY US ANY AMOUNT FOR THE SERVICE, YOU CONSENT TO
THE TERMS AND CONDITIONS SET FORTH IN THIS AGREEMENT, ANY
CORRESPONDING RATE PLAN, AND ALL POLICIES AND GUIDELINES INCORPORATED
BY REFERENCE, ALL AS MAY BE CHANGED AS DESCRIBED IN PARAGRAPH 6
BELOW.'
You received some sort of discount when you accepted the phone and you
kept and used the phone past the 30-day return policy.
I got the Terms and conditions from the Cingular.com website.
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by bigtigger Posted Tue May 16, 2006 @ 3:32 PM
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Every cell phone company (Especially the big four: Sprint/Nextel,
Verizon Wireless, Cingular, and T-mobile) all have it so that if you
change your plan, at any time, you automatically will extend your
contract for the time frame (So if you had a two-year contract, it
adds 2 more, and if you had a one-year, it adds one more).
Most of them do not make a huge deal out of it, its up to the
individual reps and stores to notify the customers. HOWEVER, it has
always been in the fine print of your contract. If you read all of
the paperwork you were given, and signed and agreed to, at the
beginning of your contract, you will find that somewhere, under all
the rules, this stipulation of contract is explained.
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