Fight Cell Phone Bills

I just read this article in Good Housekeeping. Thought I'd share a summary of it with you.

1. Be prepared and polite. Know your facts - have your bill handy - explain the situation calmly but firmly - take notes - write down rep's name.

2. Never accept a "no" from someone who can't say "yes." The power to say "yes" is often reserved for managers.

3. Put in the time. In some call centers, once a customer-service conversation passes the 10-minute mark, managers are automatically alerted. Since the center staffers are often graded on or compensated by call volume, the last thing they want is a drawn-out dispute. When they get persistent customers, it can be cheaper for them to surrender rather than fight. So if you plan to battle sneaky cell phone fees, set aside 30 minutes to an hour.

4. Write right. Some reps are good at saying no, but don't give in. Write an effective one-page complaint letter. Begin with a sentence summarizing your complaint and the relief you seek ("I was charged a $36 fee that was not previously disclosed, and I want a complete refund.") Include dates and times of the calls you already made to work out the problem and the names of the reps you spoke to. End the letter saying you will complain to government officials if you don't get what you want. Send the letter to company executives. You may find names and addresses at Hoovers.com, a business information database. But you might need to Google for a head of customer relations. Sometimes a company will ignore every plea. If that happens, write to your state attorney general's consumer affairs office. Find the address at the Consumer Action Website (consumeraction.gov/caw_state_resources.html). Also, you might send a copy to your local BBB and -mail your letter to ripoffreport.com and consumeraffairs.com.

5. Make a business case. One of the most convincing ways to get what you want is by persuading a firm it would be crazy not to make you happy. Add up how much money you've given the service provider over time and politely drop that amount into the discussion )"I've paid your company $3600 in the past three years, but if you won't replace my broken phone, I'll just buy one from someone else, even if I have to pay a termination fee.") In the end, a business can't afford to lose a $3600 customer over the price of a phone.