At one time or another, most people have found a charge on their cell phone bill that they do not agree with. If you are one of these individuals, there are a few simple steps that you can do to ensure that you are on the winning side in a debate with your cell phone service provider.
The first step is to double check the fee that you do not agree with. You should be sure that the charges that you are disputing are not valid ones. Think how foolish you would feel if you call your service provider and denied a charge, only to realize halfway through the debate that you did incur that particular fee.
Once you know that your have a valid argument, you can place a phone call to your cell phone service provider. You should have your bill ready with the disputed amounts highlighted so that you can find them easily during the course of the conversation. You should also have in mind what amount should be credited to your bill.
When you call your cell phone provider, you should call the company’s support number. While this service is usually answered by an automated system, you can usually dial 0 to talk to a person. Make sure that you do talk to a human being.
When you do reach a service representative, be polite and courteous and do not lose your temper. Becoming angry will only make the representative defensive and less likely to listen to your arguments with an open mind. You should explain calmly the charges on your bill that you do not agree with. The representative may discover an error with your bill immediately. While you are talking to the service representative, make sure that you write down her name and either an employee identifier or an extension number. You should also write down any information and commitments that the agents agrees to do for you. If you have more than one charge that you are debating, be specific and deal with one fee at a time. If the agent resolves one of your issues, the rest will often times fix themselves.
After a period of time, you may have to call the support line again if your matter remains unresolved. You may want to call at a different time of day than you did the first time to ensure that you talk to a different service representative. You may end up getting different results.
If you still are not satisfied, ask to speak to the manager. You may also have to write a letter to the company and follow up in a few weeks time to make sure that it was received. You should be aware, however, that written replies from a company are often form letters and do not address personal issues. Instead, you may want to contact the FFC (Federal Communications Commission) or the Better Business Bureau.
While the Business Bureau will send a letter of complaint to the company on your behalf, you may get faster results by contacting the FFC. Since this is the agency the regulates these cell phone companies, those businesses would rather resolve issues presented by the agency on your behalf than to deal with the FCC for an extended amount of time.
You should always check your monthly cell phone bill. If there are any charges that you do not agree with, you should take whatever steps are necessary to have these charges removed. No one wants to pay for something they did not use.
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