Adidas410s
06-13-2006, 01:19 PM
I saw this posted on the Cingular members message board today. I can't help but laugh after having read this...especially the things that the guy is charging Cingular with. So far I am the only person to reply to it. I am sure that it will be removed off their boards fairly soon by the mods but I'll let you know if there are any other responses. It's quite lengthy so I will post the rest of it in a second post. My reply to it will be in a third post below.
This letter is to inform you about an incident involving misuse of customer information and false accusations encompassing threats and harassment that occurred at the Cingular Wireless store at 425 Market Street in San Francisco, California on Wednesday, April 5, 2006. This incident took place at 11:58am PDT. As a result, I have incurred ongoing damages in the amount of fifteen thousand dollars.
I have been a Cingular Wireless customer since July 2005. I visited the location to purchase another phone.
I entered the store at 11:45am. The store was busy. After reviewing the phones on display, an associate, Eric, asked if he could assist me. I told him that I was looking for a Nokia phone with video capabilities. Eric asked for my 10-digit telephone number to retrieve and validate my account information. While retrieving my account information, I spoke to Thuy, an associate, as she was completing paperwork for a customer. I noticed Kenny, an associate, assisting another customer. After confirming my Cingular account, Eric pointed out a flip phone; however, I was not interested in that type of phone. I thanked him for his time and effort. I departed from the store at approximately 11:55am PDT to meet a friend for lunch nearby.
As I was waiting for my friend, my phone rang at 11:58am displaying the number, 415-632-8429. I answered the phone. A male voice stated, “Bring the phone back.” I asked what this was regarding, thinking it was a prank call. The man stated it was not a joke and he was calling on Cingular’s behalf. He continued by stating they had identified me on videotape as the person who walked out of the store with their alleged missing phone. He said that a friend and I were recently in the store and that I picked up a phone and walked out. He continued that I could just bring the phone back and walk away without involving the San Francisco Police Department. Also, that if I didn’t bring the phone back, because my information was already on file, the $450 phone would be charged to my account.
I was so shocked, I was speechless. Because I was just around the corner, while the conversation continued, I re-entered the store to resolve this false accusation.
Upon re-entering, there were a few customers in the store. I asked for the associate who accused me of stealing a cell phone. An associate, name unknown, went to the back to get the accuser. Meanwhile, I was still in phone conversation with him while he did not know I was back in the store. The accuser surfaced from the back, recognized me, and made a U-turn. He had a flip phone in his hand at the time. As he turned around, I noticed his name tag said, “Joe”. He closed the flip phone and my connection with the accuser was terminated.
I was left standing at the front counter with no assistance or explanation. I asked for the manager. The manager, Mark Nuneviller, came from the back of the store. I questioned the manager about Joe’s accusation of theft and his threats. Mr. Nuneviller stated that he was not aware of the incident and apologized that he was unable to provide any details. I gave Mr. Nuneviller my business card and thanked him for his assistance. I told him this would not be the last time hearing from me about this incident.
After returning to my office at 1:15pm, I mentioned this incident to a colleague. This colleague wanted to investigate to determine why such disturbing and threatening accusations were made. So, we both returned to the store at 1:35pm that same afternoon. We entered the store and asked for Mark Nuneviller. Mr. Nuneviller came from the back to speak with us. My colleague requested a business card from Mark which Mark provided. My colleague informed Mr. Nuneviller that he worked with me, heard about the incident and wanted answers. My colleague asked Mr. Nuneviller if we could see the video that allegedly captured me stealing a phone. Mr. Nuneviller said the video “was nothing” and once again he apologized for “any confusion” and that he was “in the back of the store earlier and not aware of the incident”. My colleague and I both thanked Mark for his assistance and told him that we would be following up. There was no accountability from anyone.
This letter is my next course of action. I am extremely disturbed to have been falsely accused, especially if this accusation was based on my race. This incident was an accusation made against me from someone I never had interactions with and also refused to discuss this matter with me upon my return to the store. For an employee to deliberately call, threaten, harass, and falsely accuse without authority and to ignore a customer is unacceptable. I do not appreciate being harassed via phone about a crime I did not commit. In order for Joe to have called my cell phone, he obviously used the information Eric retrieved and validated from my initial appearance in the store. This action is evidence of misuse of customer information.
It is so hard to explain that awful gut feeling once reality actually hit me. I am still in awe. There are many unanswered questions. Below is a list of questions to be answered:
What provoked Joe to call me?
How did Joe get my number after I departed from the store?
Of all the customers in the store, why me? (Is it because I’m African American?)
What about the threats of contacting the San Francisco Police Department?
What happened to the $450 phone charge to my account to cover the cost?
What is really on the video that captured me allegedly taking Cingular’s phone?
Why has Joe not contacted me to apologize, even after 18 days later?
If after realizing I allegedly stole a phone, why not pursue me out the door and/or down the sidewalk?
Given that Joe used my information without my permission, how secure is my identity now?
What course of action is taken against employees that racially profile customers?
As a result of this incident, Cingular desperately needs to implement classes for employees against racial profiling, protecting customers’ information and valuing diversity. After implementing these initiatives, I am requesting a copy of your plan. I demand a handwritten apology from everyone in the store on duty that day including the unknown associate and to post an apology on the public website, www.cingular.com. Tabulating damages to date are as follow:
¨ Defamation of character
¨ False accusation
¨ Stress from the threats and harassment call
¨ Seeking therapy for consultation
¨ Sleep deprivation due to this unresolved issue
¨ Lost time due to resolving this matter
¨ Difficulty focusing due to recurring memories of Wednesday, 4/5/06, at 11:58am PDT
For awareness of Cingular’s behavior, the NAACP President and CEO, Attorney Diana Tate and AT&T’s CEO are copied on this letter. I look forward to hearing from you before Thursday, May 18, 2006 at 3pm PDT. I expect you to take reasonable action to resolve this matter and cover my damages.
This letter is to inform you about an incident involving misuse of customer information and false accusations encompassing threats and harassment that occurred at the Cingular Wireless store at 425 Market Street in San Francisco, California on Wednesday, April 5, 2006. This incident took place at 11:58am PDT. As a result, I have incurred ongoing damages in the amount of fifteen thousand dollars.
I have been a Cingular Wireless customer since July 2005. I visited the location to purchase another phone.
I entered the store at 11:45am. The store was busy. After reviewing the phones on display, an associate, Eric, asked if he could assist me. I told him that I was looking for a Nokia phone with video capabilities. Eric asked for my 10-digit telephone number to retrieve and validate my account information. While retrieving my account information, I spoke to Thuy, an associate, as she was completing paperwork for a customer. I noticed Kenny, an associate, assisting another customer. After confirming my Cingular account, Eric pointed out a flip phone; however, I was not interested in that type of phone. I thanked him for his time and effort. I departed from the store at approximately 11:55am PDT to meet a friend for lunch nearby.
As I was waiting for my friend, my phone rang at 11:58am displaying the number, 415-632-8429. I answered the phone. A male voice stated, “Bring the phone back.” I asked what this was regarding, thinking it was a prank call. The man stated it was not a joke and he was calling on Cingular’s behalf. He continued by stating they had identified me on videotape as the person who walked out of the store with their alleged missing phone. He said that a friend and I were recently in the store and that I picked up a phone and walked out. He continued that I could just bring the phone back and walk away without involving the San Francisco Police Department. Also, that if I didn’t bring the phone back, because my information was already on file, the $450 phone would be charged to my account.
I was so shocked, I was speechless. Because I was just around the corner, while the conversation continued, I re-entered the store to resolve this false accusation.
Upon re-entering, there were a few customers in the store. I asked for the associate who accused me of stealing a cell phone. An associate, name unknown, went to the back to get the accuser. Meanwhile, I was still in phone conversation with him while he did not know I was back in the store. The accuser surfaced from the back, recognized me, and made a U-turn. He had a flip phone in his hand at the time. As he turned around, I noticed his name tag said, “Joe”. He closed the flip phone and my connection with the accuser was terminated.
I was left standing at the front counter with no assistance or explanation. I asked for the manager. The manager, Mark Nuneviller, came from the back of the store. I questioned the manager about Joe’s accusation of theft and his threats. Mr. Nuneviller stated that he was not aware of the incident and apologized that he was unable to provide any details. I gave Mr. Nuneviller my business card and thanked him for his assistance. I told him this would not be the last time hearing from me about this incident.
After returning to my office at 1:15pm, I mentioned this incident to a colleague. This colleague wanted to investigate to determine why such disturbing and threatening accusations were made. So, we both returned to the store at 1:35pm that same afternoon. We entered the store and asked for Mark Nuneviller. Mr. Nuneviller came from the back to speak with us. My colleague requested a business card from Mark which Mark provided. My colleague informed Mr. Nuneviller that he worked with me, heard about the incident and wanted answers. My colleague asked Mr. Nuneviller if we could see the video that allegedly captured me stealing a phone. Mr. Nuneviller said the video “was nothing” and once again he apologized for “any confusion” and that he was “in the back of the store earlier and not aware of the incident”. My colleague and I both thanked Mark for his assistance and told him that we would be following up. There was no accountability from anyone.
This letter is my next course of action. I am extremely disturbed to have been falsely accused, especially if this accusation was based on my race. This incident was an accusation made against me from someone I never had interactions with and also refused to discuss this matter with me upon my return to the store. For an employee to deliberately call, threaten, harass, and falsely accuse without authority and to ignore a customer is unacceptable. I do not appreciate being harassed via phone about a crime I did not commit. In order for Joe to have called my cell phone, he obviously used the information Eric retrieved and validated from my initial appearance in the store. This action is evidence of misuse of customer information.
It is so hard to explain that awful gut feeling once reality actually hit me. I am still in awe. There are many unanswered questions. Below is a list of questions to be answered:
What provoked Joe to call me?
How did Joe get my number after I departed from the store?
Of all the customers in the store, why me? (Is it because I’m African American?)
What about the threats of contacting the San Francisco Police Department?
What happened to the $450 phone charge to my account to cover the cost?
What is really on the video that captured me allegedly taking Cingular’s phone?
Why has Joe not contacted me to apologize, even after 18 days later?
If after realizing I allegedly stole a phone, why not pursue me out the door and/or down the sidewalk?
Given that Joe used my information without my permission, how secure is my identity now?
What course of action is taken against employees that racially profile customers?
As a result of this incident, Cingular desperately needs to implement classes for employees against racial profiling, protecting customers’ information and valuing diversity. After implementing these initiatives, I am requesting a copy of your plan. I demand a handwritten apology from everyone in the store on duty that day including the unknown associate and to post an apology on the public website, www.cingular.com. Tabulating damages to date are as follow:
¨ Defamation of character
¨ False accusation
¨ Stress from the threats and harassment call
¨ Seeking therapy for consultation
¨ Sleep deprivation due to this unresolved issue
¨ Lost time due to resolving this matter
¨ Difficulty focusing due to recurring memories of Wednesday, 4/5/06, at 11:58am PDT
For awareness of Cingular’s behavior, the NAACP President and CEO, Attorney Diana Tate and AT&T’s CEO are copied on this letter. I look forward to hearing from you before Thursday, May 18, 2006 at 3pm PDT. I expect you to take reasonable action to resolve this matter and cover my damages.