The Problem

It seems as though the cellular providers have made things complicated on purpose.

Through the confusion created they are essentially forcing large business accounts to overpay for services. Think about it. When was the last time anything was simple when dealing with a cellular provider? It starts from the very beginning when choosing from the variety of rate plans, some of which share minutes with others and some don’t, some have data and text and others do not, and then there’s nights and weekends, which starts at what time?. It only gets worse from there because then you get a bill each month. What are “usage charges” and “carrier surcharges”? What about these “other charges”?

In addition, trying to get the answer to these questions may be a biggerissue than the initial problem.
The major wireless carriers have chosen to outsource their customer service responsibilities to large call centers located primarily outside the United States.  While this overseas transfer may have improved the “bottom-lines” for the major wireless carriers, it has seriously derogated the quality of their customer service provided to their US customer base. 

Today, it is not uncommon for customers to spend hours on the phone being transferred through a complicated structure of foreign customer service representatives in an attempt to resolve even a simple billing issue only to have the same problem go uncorrected and arise again the following month.  In response, customers with larger wireless accounts are forced to dedicate more and more internal resources to manage their accounts, as smaller wireless customers simply accept the poor level of customer service and basically give up all control over their account.