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Worst customer service ever!
Posted by Jones2b on 12/05/2006
JOHNSON COUNTY, KANSAS -- I received a message on my answering machine while I was out of town attending to my critically ill mother, saying that I needed to call ATT at the number they left. Did so and got put on hold for 30 minutes with no answer ... twice! Logged onto their website and found that they had my account listed as delinquent (I had mailed a check through another overpaid and substandard "service provider"... the USPS), so I processed an on-line payment. Their automated reply confirmed that the account was brought up to date. Another automated reply told me that my next bill would have a service restoration fee of $28.25 applied (Kansas' maximum is $18, according to one of the idiots who finally answered their phone). I called the number that notice listed and spoke to "Dana"... told her the situation and she argued that my phone had been disconnected, so the fee applied. I asked for the name and physical address of a supervisor, so she transferred my call to another idiot, Cheryl. Repeated the process and she, too, transferred me to a third, "Mrs. Walker" who said they would waive the fee as a "one time courtesy." These people wouldn't know the meaning of courtesy if it slapped them in the face! Why is this awful company rearing its ugly head again?! Didn't they get broken up due to just this kind of crap? I'm starting my search for a replacement today and plan to have it in place by January 1. I HATE AT&T. Will NEVER get any other "service" from them and will work to keep others from making the mistake of becoming their customers. This company really needs to be forced out of business... they don't care about their customers, their workers (if you can get through the multi-level automation to get to them) are incompetent and their automation is grossly overdone. Their physical address, should anyone else become exhausted before finally getting it is:
ATT
Attention: Customer relations
P O Box 1530
Houston TX 77092

My next stop for complaint is the FCC. I plan to do whatever I can to irritate ATT as much as they have irritated me.



     
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Posted by Anonymous on 2006-12-06:
It isn't much of a threat to AT&T to say you "Will NEVER get any other "service" from them" when you aren't paying for the services you already get. How do you think the FCC is going to help you here?
Posted by Ponie on 2006-12-06:
Don't know if it's having any effect on AT&T, but your smart-alec attitude is irritating ME! You really think your childish, juvenile, descriptive words are going to help? Yeah--it'll help get your letter into the trash can faster.
Posted by SlaveToService on 2007-01-14:
So, basically, you didn't pay your bill and you're upset they turned off your service? Then had the audacity to charge you a restoral fee? (as is standard in all industries, btw)

Oooook.

And I have a real problem with you calling the employees 'idiots'. They're doing their job. They were following company policy--not their own policies. You never should have been credited the restoral fee.
Posted by playrite on 2007-08-24:
Clearly AT&T has employees assigned to diffusing the bad PR they get from the website. Those negative comments are disingenuous at best. Real people don't write positive things about a company, unless it is truly doing good works, and AT&T is certainly not in that category. They just gouged me for a $36.00 "restoral fee". I won't be accepting it. I was robbed already from Sprint, then T-Mobile, and was sad to see AT&T take over Cingular as I knew this would happen. I won in the previous cases by the methods below, and will contunue to fight on principle.

My best friend is an attorney involved with the making these judgements at the FCC, and believe me, we won't see them broken up again until the democrats get back in power (in the white house). So, you'll have to be unscrupulous just like them and figure out a way to cost them money in return. 1.) File complaints as you stated you would. 2.) All else fails, file a small claim at home for the fee plus costs, they have to send an attorney or you win - and if you're not near a corporate office, even better as they are not prepared to be in your courts. 3.) Don't forget, the class action suits will be coming. This is price gouging. These companies have to demonstrate that the fee is justified by their overhead. There's no way they can. And don't forget, document everything you say, and they say. The more difficult they make your life, the more it's worth in court.

Keep searching the web for people like you and me. Eventually, we'll have our class action.
Posted by TFM_Anthony on 2009-01-01:
Before you read this, please realize I am speaking in the form of a plea, not a rant...I am not angry but dissapointed this has even happened for multiple reasons, which I will go into below.


I work for AT&T in the collections deparment. After reading your complaint, I do want to apologize for the irritation...

...however...if your service was interupted for a past due amount, that is not AT&T's fault. You, as the customer, must pay your bills on time or call in and set up arrangements to prevent interuption of your services. You have many tools at your disposal, including att.com, *BAL#, your actual mailed statement and the store. Your due date does not change nor does your cycle date.

I do understand that mistakes occur. You are human and so are we, however, calling everyone you speak with idiots for telling you the policy is not fair and very very unkind. Those people were not idiots, they told you the truth. ANY time that you are suspended for a past due balance, there WILL be a reconnection fee which is a valid charge. Normally it is not waived unless it is an error on our behalf (not paying your bill on time is NOT an AT&T error).

Several factors are taken into consideration when waiving the fee, which covers the costs for turning your phones back on, the switch work, the systems that do so, the people who have to turn them back on, etc, including your tenure, your LifeTime Value (LTV), payment history, history of adjustments, connection and interuption history, broken payment arrangements and DIRA accounts.

If you have not had a reconnection fee waived in a while, genereally six months, we will waive it for you, assuming, that you have not repeatedly asked for it to be waived, as it IS a VALID charge.

Once again, if you are still with AT&T, we do appreciate you as a customer...and we do want to help you..we are THERE to help you. My desk is littered with customer compliments and I get three to four CUSTOMER RULES! awards per week, my quality and stats in some of the highest in the call center...this wouldnt be so if I did not value my customers each individually and take care of them in ONE call.

However...there does come a point where a customer has be told bluntly the truth. It is the customers responsiblity to pay their bill ON TIME each month, OR make a payment arrangement (we will help if you ask, assuming you have established six months of payment history with us, have a good connect history and no DIRA accounts and we do take circumstances into account...we know things get rough from time to time). It is not our job to make you pay your bills...and it is clearly stated in your customer service summary, that you WILL be intrupted if you become past due without payment or payment arrangements.

Reconnection fees are something I waive frequently....and its not because we have to. In fact, we are normally to be fairly strict with them. I waive them because the people I waive them for tell me the truth and are honest with me, and dont try to lie out of a fee and they dont abuse me, put me down, call me names, scream at me incoherently or put my company down or tell me that I am stupid and its my fault. With that being said, it is our job to help ALL customers, not just ones who are nice...

....however, take it from a person who should know, being nice goes a LONG way. Never forget you are talking to someone human...and I am sorry to say that not all reps are as good as I wish they were...there have been times I have wanted to reach through my headset and grab a rep or store agent by the shirt and go "WHAT ARE YOU THINKING???" but we cant. we have to be professional. That doesnt mean I have not let a rep have it that I caught giving mis-information to a customer (I 'let them have it' in a professional way to protect the customer and give them the resources to look up the correct information in our research tool, MyCSP).

In short, and in summary, the reason you were billed a reconnection charge is because you let your bill go past due and it wasnt past due for just a day. Even new customers get at least two notifications by the outbound teams, a dunning letter or a blaster call (not as bad as it sounds...its just a voicemail asking you to call us).

For your account to have been turned off, you had to have had at least two live attempts to give you the chance to make a payment before the actual SNP (suspension) is done. Most customers hang up on the outbound collections agents or refuse to listen to them or lie to them or ignore the calls and they end up getting cut off.

It's a vicious cycle that can only be broken if we listen to each other, customer and company.

We are NOT idiots. We spend an enormous amount of time, almost four months in training, and continuous training and seminars after that, for our entire career with AT&T. Not all people pay any mind to that, but I do, and I find it slightly irksome that people seem to be refering to customer agents who tell the truth as idiots because they aren't telling the customer what they WANT to hear.

In conclusion, if you need help, CALL US. we will set you up with a payment arrangement to prevent a suspension. Reconnection fees are valid unless suspended in error. Your billing cycle and due dates NEVER change. Use your tools at your disposal. Read your bill EACH and EVERY month to make sure its correct (you would be surprised how many people I hear say " I never read my bill") and lastly, remember, we are hired to help you, and are EXTREMELY well trained. We are not hired to be a doormat...and we are here because of you, and FOR you...you should not be treated like a doormat either. Each situation is unique and without seeing your account, I really can't say for sure if I could have waived that fee, though I can tell you I would have done everything in my power to ensure you are treated with respect and in a fair way.

Hopefully you are still with AT&T...if you are not, I wish you were, and the best of luck to you where-ever you may be. Hope this cleared things up for you!
Posted by old fart on 2009-01-01:
TFM... please note that this incident took place two years ago... I doubt if the poster Jones2b is even on the site and probably not an ATT customer any longer, but we'll give you credit for trying...
Posted by kstyl300 on 2009-09-14:
AT&T SUCKS!! If you don't scrutinize your bill every month, you'll be charged for services you never asked for.
Their CUSTOMER CARE-LESS department is a joke. And if you get one of their employees that are contracted out & not an actual employee of AT&T, you will be told anything and signed up for services you never asked for.
Posted by Blahblah on 2009-11-18:
I agree wholeheartedly with last comment. In the last 3 months I have had 3 services added to my phone that I never requested. I called on unrelated matters and never agreed to any add-ons. I have been inconvenienced. They truly are dishonest and steal from people. This has happened to lots of people I know. I pointed it out to them both times and they gave lots of excuses for why they can't investigate. The CSr's name is not on the notes and I should have gotten their name. Why would I do that if I called to ask a technical question and not to add or change a service. The other excuse is that they can't listen to old calls because they are not all recorded. Wake up AT7T. Do some investigations if you dare and if you care!! No wonder the phone book is now an inch thick instead of the old 4 inches. I am close to dropping them too.
Posted by jazznut50 on 2011-08-22:
Thank you Jones 2b for this review (and for the physical address for AT & T--it's impossible to find one anywhere).

I absolutely agree with you. AT & T is the worst and most of the people who work there ARE idiots, despite what some of these commenters on here say, e. g., "they're just doing their job". Yea, they are: BADLY!

Up until just a few years ago, AT & T was excellent. Their jobs were mostly union jobs that paid well and the people that worked there were professional and intelligent. Now, apparently with the decline of the union jobs, they have gone the way of most corporations dealing with customers. They employ IDIOTS! who have NO critical-thinking skills at all--they are mere robots who can't come up with an original thought or idea on their own.

I won't even go into my problems with them. It would take too much time to explain. Suffice it to say the people I dealt with were IDIOTS!
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Almost Incomprehensible Level of Incompetence
Posted by Cherold on 01/03/2005
NEW YORK, NEW YORK -- AT&T story

My experience with AT&T raises the question, can a major corporation reach a level of incompetence where they can actually drive themselves out of business. Because if it’s possible, I think AT&T can do it.

It all started around the middle of October. At this time I had been considering going from normal phone service to digital phone service, which is a bit cheaper. I had actually ordered this from Time Warner, who made an appointment to come out and install the proper hardware. But then I got mail from AT&T with an offer for their own, cheaper digital CallVantage service, with free activation and a month of free service, so I decided to cancel with Time Warner and order CallVantage. Ordering the service took quite a while because the offer I had been mailed did not match the offer the operator showed on her computer, which did not have the free month and free activation, so she had to spend some time fixing that.

AT&T mailed me a phone adapter with instructions for how to set it up. The instructions told me to check my confirmation email for my login name, but I had never received a confirmation email, so I phoned up and was told the order had been cancelled because there was a port change request against my phone number. This was apparently because AT&T had put in the order before Time Warner had cancelled my order with them. AT&T had first told me to call Verizon, because they said Verizon was the carrier for all of New York City, but this isn’t true. Actually, AT&T was my carrier, but they insisted I call Verizon, who predictably said I wasn’t in their system (I think the problem is AT&T no longer accepts new customers for normal phone service and doesn’t actually know it still is a carrier).

AT&T said I would have to reorder the service, so I did. Once again I had to verify I was getting the same offer, and found that now they were charging the activation fee, but when I told them that was wrong they fixed it (or said they did). I was also told I could set up my service right away, since I had the adapter. Five minutes later I realized I still didn't know my login and I called back and she said the confirmation email could take a couple of days (which I was later told by someone else was incorrect). A couple of days later I called back, said I still hadn't received a confirmation email and was told my case would be transferred to a specialist who would get back to me in 48 hours. After 48 hours passed I called again and was told my login name was just my phone number! Apparently it did not occur to any of the other phone support personnel to tell me this.

I hooked up the adapter but it didn't work, and I found I couldn't log into the website with my login name. I called tech support. After some investigation they discovered that neither my first nor second order had gone through. They said the best thing to do would be to wait a few weeks until both orders completely cleared out of the system and then try again.

As it happens, a friend of mine had also ordered CallVantage, and by this time I had learned through her that it was absolutely horrible. It frequently went out and since it worked through her cable modem she was told every time it stopped working she would have to turn off her modem and computer for 15 minutes then restart. Sound quality was poor and when I would talk to her there would be an echo half the time. She had called tech support, and one person told her it would take a few weeks before the system “settled down,” and that after that it would be better. Later a different tech person told her it would settle down in about 72 hours. It never actually settled down. She had a miserable time until she could switch back to a normal phone line. She said the service was clearly still in the beta testing stage and AT&T shouldn’t be selling it until it actually worked. (When she got her first bill, they had charged her both the activation fee and the first month, although they had told her they wouldn’t, and had actually charged her conventional rates for the first several days she had used the service, during which she had made some lengthy long distance calls, and she had to go through a series of support people to get these charges removed).

So at this point I said, never mind, cancel my order, I don’t want CallVantage. It was cancelled just at the end of November, and I thought that was the end of it.

A couple of days before the end of December my phone went dead. I used my girlfriend’s cell phone to call AT&T and they said they had cancelled my service because there was a port change request for my number. I said I had not ordered a change in service and they said I should call Verizon. Once again I told them Verizon wasn’t my carrier, AT&T was, once again they insisted, and the operator at Verizon actually laughed when I told her my story and confirmed that I was not in their records.

I called AT&T again. They began transferring me from one department to another. The analog phone service people said the problem came from CallVantage, that the order had never been cancelled. CallVantage said no, the order had been cancelled long ago. I was finally transferred to a specialist who would consult with various people in various departments while I stayed on hole. Finally after being on hold for 20 minutes the recording telling me to wait disappeared and after five minutes I gave up. They had asked for the cell phone number so they could call me back if we got disconnected, but they did not call me back, and I had no idea who I had last been talking to or how to contact them. I had also used up an hour of my girlfriend’s minutes for nothing.

After my girlfriend went back home I had no phone, so I contacted AT&T through a form on their website. (Normally I would have gone to a friend’s house and borrowed their phone but I had bronchitis and was not up to facing the winter weather.) After a couple of days AT&T replied to tell me their records showed I was no longer a customer of AT&T (keep in mind I had explained the enter story in my message to them). I sent a reply repeating what had happened. They emailed me back to tell me to phone the repair department, although I had explained I had no way to make phone calls. I explained that to them again. They then told me that they were the CallVantage division (I had just used the contact AT&T form on the website) and couldn’t help me. I said, are you telling me there is no way to contact anyone in repair by email and they sent me a url for a different form that contacted regular analog repair service. It had taken them five days to send me to the right people.

The repair department of course emailed back to ask me to call them. I emailed and said once again that I had no phone and that since I have no way to fix my own phone, I have explained the problem in detail already and when I’m on the phone with them they just keep me on hold that there was no reason to actually have me on the phone. They then emailed me again to say there was no way they could reinstate my number, it was gone, and gave me a number where I could call to get new AT&T service. Instead I went to Verizon’s website and signed up for phone service, which will presumably be turned on in a couple of days.

It is my greatest hope in life that I never again have to deal with AT&T.

     
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Posted by kendy on 2007-01-08:
I work for a different cell phone company. One of the top 3. I hear this same kind of story all day long. I also, am I customer of a different cell company. Also one of the top 3 and my dealings with them have been just as bad!

They all seem to be concerned with us showing empathy to our customers rather than having the knowledge to do the job. Our pay is literally linked to us saying things like, "I know your time is valuable, I'll get this done as quickly as I can." This is because they really disrespect the intelligence of their customers.
Posted by beachav7285 on 2007-01-08:
What is truly remarkable, is that this is normal from at&t. These goons have been performing this kind of customer service for years. Sorry you had to go through it, too.
Posted by Ladderman on 2007-08-12:
What are you waiting for call Time Warner back.
Posted by spidey789 on 2008-02-01:
I am a medical officer in the military. Post Sept 11 I was on call to several different "always be ready for anything" teams. A phone company tried to pull that !@#$% on my home phone service, as if me not having a way to be contacted was okay with my team leaders. The story goes, the phone company changed the zip code I listed with them without asking me first. Just a computer glitch or data entry error, they said, when I called. It had been correct for years, then out of the blue, they changed it. No bill, no payment, and I was busy with work, as nurses are, so I didn't notice the bill hadn't come. No payment, they shut off my phone. The shut off notices went to the wrong address of course. I researched my bank notes, called them, and got to the bottom of it. I also immediately reported them to the governer's Utilities Commission and state district attorney's office, and told the phone company I did so, and told them in the interest of national safety, to never shut off my phone without talking to me personally. This well known phone company gave me the office phone number of the company president's personal executive secretary, stating that was my personal customer service agent from now on. It pays to complain the correct way.
Posted by spidey789 on 2008-02-01:
Complaints in your state go to:
http://www3.dps.state.ny.us/ocs/itgate.nsf/webDPS_Complaint?OpenForm
Posted by mikmik on 2009-03-19:
My general experience has been:
1. Whenever you sign up for a new service it is entered incorrectly and the service almost always costs more.
2. It takes hours to correct a mistake.
3. The customer service people intentionally pass you on to another customer service rep and drop your calls on purpose. It has happened too many times to be a coincidence.

I DON'T agree their level of incompetance is "incomprehensible". THIS IS AN INTENTIONAL CRIMINAL ACT!
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AT&T Stinks!
Posted by Denny9 on 03/05/2010
CALIFORNIA -- We have phone, fax and internet services with AT&T and have been customers since 1990 something.............

Recently we called to get some help with setting up a brand new laptop that was purchased and wanted to get it connected with our wireless router. The technician remotely logged in to our system and insisted that we had a wireless modem (which we kept telling him was not) and he ended up disconnecting our internet service for two days. I had to call back, be on the phone for 1 hour and 45 minutes and have someone walk me through how to reconnect the service. Every since then, it has been very weak and sometimes it will work, and sometimes it won't.

We called again, and begged to have an ACTUAL PERSON come out to our business and try to repair it. We had an appointment set up and they were going to call us when they were on the way out. Well, we never got a phone call and no one ever showed up!

I called again today, only to be on the phone for 80 minutes and transferred 4 times before the 4th person told me I had been connected to the wrong department!
I called the number she gave me and was on the phone for another 23 minutes and was told that sending out a technician would result in a charge on our bill! Can you believe that? They can see a record of how many phones call we have made to get help, then instead of offering a service free of charge, they are sending someone out to help us, for a fee.......what poor poor customer service.

We are stuck using them because there are no other companies that we can locate to service North Highlands for phone and internet.

If you can avoid using AT&T, I would strongly recommend it.
     
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Posted by Anonymous on 2010-03-05:
You wanted to have your laptop connected to your wireless router but kept telling AT&T that you don't have a wireless modem? You either need a wireless routed connected to your modem or you need a wireless gateway. Find out which you have and then call them back.
Posted by momsey on 2010-03-05:
So you have a wireless router connected to your modem? Not sure why that's a problem. Laptops are usually pretty easy to hook up to the routers, even I was able to do it myself at home with minimal tech support, and I'm not a tech whiz.

Of course sending out a technician will result in a bill, why would the tech work for free??? The money you pay for your services do not include technicians being dispatched to your house when you need help.
Posted by Anonymous on 2010-03-05:
Also, make sure your laptop has a wireless adaptor already built in, and make sure its ON. Some laptops have a little switch to turn them on and some have a button to press. Once that's done the wireless router will do the rest once it detects the new device.
Posted by Anonymous on 2010-03-05:
Just, so true! My daughter's new laptop keep me frustrated for 2 hours til I figured out the little button on the top of the keyboard was the on/off switch for the wireless adapter!

OP, the tech was probably right: you DO have a wireless modem...on the laptop. It is frustrating as a computer nerd to try to convince someone that you know more than they do when they insist they do not have what you know they have.

The tech was trying to tell you how to connect your ROUTER to your MODEM which are two different things. The wireless is either internal or external. If you did not buy an external adapter to connect to the internet, then you have an internal wireless. Since the tech had remote access, he could look at your SPECS and tell this.

A simple misunderstanding caused you needless headache.
Posted by W. WHITE on 2013-04-30:
CHANGE CARRIERS I HAVE FOUGHT THEM SO MUCH SINCE THEY GOT SOOOOO BIG EVEN MY STOCK CHECKS DO NOT ARRIVE ON TIME AND NO ONE CAN ANSWER QUESTIONS THEY JUST PUSH YOU OFF TO SOMEONE ELSE AT and T STINKS AND I HAVE HAD AT and T FOR 35YEARS
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Pathetic customer service levels and hidden costs
Posted by SamPras on 12/11/2007
HOUSTON, TEXAS -- I recently moved to Houston, TX and am unfortunately in an apartment where the contracted provider for DSL/internet/phone services is AT&T.

I will put down my grievances in bullets and then expand below:

- Shoddy customer service, by far the worst I have seen in this type of industry
- Service activation time is far too long
- Hidden shipping costs charged in Bill

My advice: Avoid AT&T if you can

First, when I called up for only internet services just for enquiry (I use VOIP for phone), the customer representative placed the actual order itself without letting me know or giving me the order number. As a result, I ended up with two modems a couple of days later.

It takes ages before you can get to a grumpy customer service agent who tells you, "Sorry, you need to call up another number as yours is a service request for only an internet connection and no phone". AT&T customer service is pathetic.

The internet connection itself got activated only after around 10 days of placing the order. Dunno what they do for those 10 days!!!

Then the billing. Some $50 is charged for installation when all the equipment is set by UPS air for which another $15 is charged. This shipping charge will never be mentioned by the sales rep. And to think of it, the equipment was shipped by air but was useless to me as the account activation did not happen till a week after I received the equipment

And when I wanted to call up AT&T regarding this shipping fee; another 15 minutes wait before a grumpy agent tells you that you need to call up another 1-800 number. When I do that I get a message “The office is closed for the day”!!! Hello AT&T!! Wake up guys ... 7:00 PM CST is not the time to close the shop for the customer service thing

Stay away from AT&T if you can...

12/23: Update: I had written earlier that AT&T sent me 2 modems. I had already returned one of them after speaking to the customer service agent (painfully long time on the phone), but now I have two bills from AT&T!!!! One of them for the modem they had sent by mistake and which, I returned without using. This just reinforces my earlier remarks.

12/26: Update: I called up AT&T and after a 30 minute call; the bill for the returned modem has been set right. By the way, the lady on the phone was trying to sell me wireless phone services while she was working on the bill thing. I did let her know that I will be without a phone rather that is with AT&T, for anything!!!.... I did not have the energy to talk about the shipping charge on my bill... was too exhausted after the 30 min it took AT&T to set right a mistake they made :-)

1/11: Guess what ... I again got a bill for the cancelled account. AT&T sucks man .. real bad ... after holding on another 15 minutes I got across to representative who says that it is my fault that I got the bill !!!!... After shouting at the rep for 10 minutes things started getting across to the rep. Se tells me that there is a credit that will be done in my account which will take care of the bill I got. Though this is good news...I somehow do not feel relieved right now considering my past experience. Could be possible that I get another bill from them !!! AT&T sucks.. big time !!!

     
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Posted by Anonymous on 2007-12-11:
Sam, good post and info. I guess The New AT&T is not all it's cranked up to be on the TV ad's.
Posted by nstigator39 on 2007-12-11:
I have had a smilar experience with AT&T. They have the worst customer service of any company I have ever had experience with and that is many years. After they came in and messed up my television service, phone service and internet service, the tech told me we can't provide you with service, better call your provider and have them come out and re-connect your equipement as I don't know their system. I made several calls to customer service, after the sixth transfer I got a grumpy lady who yelled and me and told me, "Its not our problem, call your service provider".
I think they feel they can advertise their way to be a successful company, so far its working for them, wonder when enough people will wise up to them and tell them where to go.
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Published Cellphone Numbers To Telemarketers
Posted by DebtorBasher on 10/30/2007
After posting a review, stating cellphone numbers would be published to telemarketers, I was informed this has been rumored on Snoops.com for some time now. I was not aware of it, and we were sent an email throughout our company informing us of this. Stating today was the deadline. I don't want to mis-inform anyone, I went on Snoops.com and found some info...I also found the following on the FTC website:

April 15, 2005
The Truth about Cell Phones and the National Do Not Call Registry
If you’ve received an e-mail telling you that your cell phone is about to be assaulted by telemarketing calls as a result of a new cell phone number database, rest assured that this is not the case. Telemarketing to cell phone numbers has always been illegal in most cases and will continue to be so. In response to recent e-mail campaigns urging consumers to place their cell phone numbers on the National Do Not Call Registry, the Federal Trade Commission and Federal Communications Commission issue this advisory to give consumers the facts.

One e-mail making the rounds says:

“JUST A REMINDER...In a few weeks, cell phone numbers are being released to telemarketing companies and you will start to receive sale calls. YOU WILL BE CHARGED FOR THESE CALLS... To prevent this, call the following number from your cell phone: 888/382-1222. It is the National DO NOT CALL list. It will only take a minute of your time. It blocks your number for five (5) years. PASS THIS ON TO ALL YOUR FRIENDS...”

Another version claims:

“The Federal Trade Commission has set up a "do not call" list. It is called a cell phone registry. To be included on the "do not call" list, you must call from the number you wish to register.”

Here’s what you need to know about the National Do Not Call Registry program:

FCC regulations prohibit telemarketers from using automated dialers to call cell phone numbers. Automated dialers are standard in the industry, so most telemarketers are barred from calling consumers on their cell phones without their consent.


The federal government does not maintain a national cell phone registry. Personal cell phone users have always been able to add their numbers to the National Do Not Call Registry — the same Registry consumers use to register their land lines — either online at www.donotcall.gov or by calling toll-free 1-888-382-1222 from the telephone number they wish to register. Registrations become effective within 31 days of signing up and are active for five years. There is no cut-off date or deadline for registrations.


Business-to-business calls are not covered under the Registry.
For More Information
To learn more about the National Do Not Call Registry and the rules that enforce it, visit the FTC at www.ftc.gov or the FCC at www.fcc.gov. For more information about a planned “wireless 411” directory, visit http://www.qsent.com/wireless411/index.shtml.

The FTC works for the consumer to prevent fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint in English or Spanish (bilingual counselors are available to take complaints), or to get free information on any of 150 consumer topics, call toll-free, 1-877-FTC-HELP (1-877-382-4357), or use the complaint form at www.ftc.gov. The FTC enters Internet, telemarketing, identity theft, and other fraud-related complaints into Consumer Sentinel, a secure, online database available to hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.

Media Contact:
Jen Schwartzman
Office of Public Affairs
202-326-2674

Staff Contact:
Rosemary Kimball
Office of Public Affairs
202-418-0511


     
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Posted by MRM on 2007-10-30:
Thanks for the update, DB.
Posted by Anonymous on 2007-10-30:
Also I thank you for the update. Even though I have read about this many times in the past I checked my resources again. It's a rumor that's been floating around for at least 3 years already. I get 'warnings' from my mother-in-law all the time. No wonder she's paranoid.
Posted by Anonymous on 2007-10-30:
Ah, PB...DB is not paranoid. This update is welcome to me, as well.

Posted by bho55 on 2007-10-30:
Urban Legend...http://www.snopes.com/politics/business/cell411.asp
Posted by DebtorBasher on 2007-10-30:
As I was leaving work today, I seen on our TV monitor in the break room that CNN was doing somekind of story on this...but, I was on the other side of the glass...so, I'm sure this is something that's surfaced back up again and they are addressing it.
Posted by Anonymous on 2007-10-30:
DB, I can't take it anymore, I have to say something:

seen = saw!

I'm on my way so don't even say it.
Posted by Anonymous on 2007-10-30:
Super, I have been telling her that for a year now.
Posted by Duckla on 2007-10-30:
Sorry, but theyre not publishing cell phone numbers for telemarketers. I work for at&t, and it just isnt happening. It would be all over the place here at work if it was, and there was nothing sent out in an email, or communicated by managers or through our commincations desk.
Posted by DebtorBasher on 2007-10-30:
Thanks for the info Duckla...nice to hear it from someone who works there...It looks like it's been a rumor for sometime now.
Posted by DebtorBasher on 2007-10-30:
I've rode on a see-saw but I've never rode on a seen-saw.

..........GO TO YOUR ROOM!!!
Posted by Anonymous on 2007-10-30:
A saw and see-saw go by running down the road, did you:

I saw the saw going by, I saw the saw go by, was the saw seen going by or the saw was seen while it was seen going by? The see-saw was seen by everyone that saw it but not by those that did not see the see-saw while it was seen by those that saw it.
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Who Is Marcel
Posted by Old fart on 04/23/2011
I'm totally at a loss when I watch what I think is an idiotic, pointless commercial for AT&T using a montage of different shots including cops busting into a house, basketball players making shots and show girls dancing.

In each case the main character says,"Hey Marcel, watch this". There is no continuity involved or the slightest clue why the actors are yelling "MARCEL"!!

Who is Marcel and why should I be impressed or care Two cents worth.

This commercial is DUMB, DUMB, DUMB!
     
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Posted by Ytropious on 2011-04-23:
Probably something stupid like trying to make this anonymous Marcel guy the new "it" character. Like that homeless man....I mean the "most interesting man in the world" for Dos Equis.
Posted by jktshff1 on 2011-04-23:
quit watching them
Posted by Anonymous on 2011-04-23:
"Marcel" is just representative of you or anyone else that is watching television.
The commercial is trying to say with their new program you can now watch multiple programs at the same time so that TV shows don't have to fight for your attention.
Like if you're struggling between deciding which show you want to watch especially if the shows coincide with each other, with their program you don't have to choose since you can watch 4 at the same time.
Posted by old fart on 2011-04-23:
They are hard to avoid... saturation advertising!
Posted by old fart on 2011-04-23:
Ript... in other words it enables me to watch four times as much DRECK at the same time eh?
Posted by Anonymous on 2011-04-23:
You got it.
Posted by old fart on 2011-04-23:
Ript... LMAO!
Posted by Anonymous on 2011-04-23:
If I complained about every commercial I hated I'd have hundreds of reviews when I see one I don't like I just switch the channel.
Posted by trmn8r on 2011-04-23:
I'm totally at a loss why you do that also. Why not change the channel or mute it? I do that with certain commercials - I try to mute them before the really annoying part comes.
Posted by DebtorBasher on 2011-04-23:
Marcel is the guy who is watching the TV in the commercial...it's their way of telling you they 'cater' to the viewer and you're supposed to feel as if they are personally putting the shows on for you.
Posted by Alain on 2011-04-24:
Madison Avenue & it's advertising firms. What would we do without them?
Posted by Ytropious on 2011-04-24:
Why are you all saying if you hate the ad, change the channel? Maybe the OP did change the channel but they still have a right to come here and complain about the fact that the ad is stupid to begin with.
Posted by tnchuck100 on 2011-04-24:
After years of meticulous training I now am able to instinctively within 12 milliseconds from the start of a commercial hit the mute button on the remote. I have no idea what vocalizations occur in any of them!
Posted by trmn8r on 2011-04-24:
Did anyone say that the OP doesn't have the right to come here and write a complaint? If so, they probably would get whacked up side of the head.
Posted by Anonymous on 2011-04-24:
good obversation. OF!! It's almost impossible to avoid ad/commercials/spam or anykind, be that TV, youtube, dvd's etc. thanks for posting that. Reminds me of those annoying "crazy eddie" commercials back in the 80's.
Posted by old fart on 2011-04-24:
Lord almighty! I forgot about "Crazy Eddie"!
We know we have some just as annoying .. "Mattress connection" who has the same style..VERY irritating!
Posted by trmn8r on 2011-04-24:
Crazy Eddie is alive and well (???).
http://www.pricesareinsane.com/
Posted by Anonymous on 2011-04-24:
Mattress connection was up there too. Of course on the postive side, I loved most of the "budlight" commercials. Especially ones with John Madden in them.
Posted by Mary Jane on 2011-05-23:
I love the Hey Marcel commercial, it makes me laugh. I think it is clever. I asked my husband, "Who is Marcel." It really gets you thinking and I think that is a great sales tatic.
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When I say I understand I really do
Posted by Your Complaint on 10/20/2009
NORTH CAROLINA -- Ok, so Ive been reading over all the reviews, and I currently work for AT&T and I have made a promise to myself, if I ever lived in an area where AT&T was the only internet service provider I would MOVE!!! Ive seen a lot of bad reviews on the agents. Well Id like to clarify that yes you will get some bad agents who really could care less about the customer, but honestly its mostly the managers there, if one manager tells you to handle someone or something one way you can bet another manager will come along and tell you something else. I really do not enjoy working for this company because their goal is to be #1 and it doesn't matter to them who or what is in their way to get there. If you get a crabby agent in tech support, please keep in mind, usually we have been treated like crap all day by a manager and we are made to feel intimidated and beneath someone else all day. Our work hours are horrible and we are just like you and get tired, we understand that the service sucks and that you are most likely getting ripped off, but we are there do try to soup up your issue for a few months. I don't recommend this company to anyone because for one I take so many calls a night and its usually all about the same thing. There are always an outage and it doesn't make no sense at all that theres never service in certain areas. Believe me when I say that certain agents such as my self do know the frustration you are going through, your mad cause your service isn't working as it should and your calling screaming at the agents so we are getting it from the customers and the managers, this is not a good company for service nor is it for employment. I thought my ISP was horrible until I started working there, Ive had my ISP for over 5 years and only had to call them twice, now I know to never be mean to them again......
     
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Posted by ATT Employee on 2011-05-28:
I am also a tech support employee for att. I tried to get the 14.95 internet, yet they say I have to get uverse, I had dsl before and wanted it again but was told I would have to give up my employee discount phone service to get dsl at that price. Lie after lie after lie! Since I have worked for this company in 2 1/2 years they have changed every depts. phone number except for ours the dsl tech support and everyone calls us and they stay on our necks for getting so many misdirected calls. It's torture working for this company. They treat us really bad. It was better working for a smaller company that cared about their employees than this. It stresses me out so bad I feel I am going to have a nervous breakdown!
Posted by Disgusted on 2011-12-08:
I too was an ATT DSL tech support and I hated every minute of it and it caused me health problems from the stress!. They don't care about their employees - kept threatening to send out jobs back overseas - and they don't care about the customer! Cha ching!!!!
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A Bunch Of Crooks !!
Posted by Zet26 on 03/27/2009
For years AT&T was my home phone service and later my cell. I paid for their line backer insurance all those years and one day my phones started acting up. I called AT&T and had the to check the lines and there was a problem with them. They set up a service appointment with me and no one showed up and no one called. I called them to find out what happened and big surprise...they had no record of the order for service. We set up another appointment. I can see this happening once, maybe twice...but FOUR TIMES !!! I have better things to do then sit around waiting for someone who is not going to show up. Needless to say I was in full rant mode when they heard from me again and they had the nerve to try to get me to go outside and open their box to check the wiring. Right away I knew they would send someone later to say it was tampered with and they were not responsible, not mention the fact that I would be doing their job for them.

That was exactly what I told them," your people get paid good money to do this job, I'm paying for the service and the insurance and I want someone here to fix the problem!". The next day my phone was disconnected. At first I thought they were sending someone to work on the lines, or maybe the phones just finally stopped working. I called my number from my cell and it had indeed been cut off. That couldn't be right, I paid the bill. I called AT&T and they claimed they never got my check, they didn't see anything about my having called several times about my phone lines or the four appointments where no one showed up, it showed that my service had been ABANDONED !!! I would have to sign up for new service. They did not want to come out their pocket to fix my lines. I would now have to pay for the repairs myself. So if you're paying for the insurance on your bill, they are stealing it from you.

I got rid of them and their lousy cell service, any time you can't call 911 from your cell for help or anyone else and you've already had dropped calls, garbled conversations or no service signal where you know you should have a signal, it's time to drop them. ( AT&T ) They don't have time to deal with you and your cell problems until it's time to sign you up for another contract. Beware when that time is close, your cell will act up more and more and when you call in about the problem, they tell you it's time for an upgrade and tell you as a valued customer you qualify for a certain phone at half the price...but you have to sign another contract. There was nothing wrong with your cell, it was the provider of the service to that cell.

     
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Posted by Anonymous on 2009-03-27:
I am confused... is this post about your home (wired) phone, or your cell phone? SOmewhere in the middle it seemed to shift. What service was cut off?
Posted by Anonymous on 2009-03-27:
ATT asked the OP to open the outside telephone interface box. If a wired phone works when plugged into the test jack, the inside wiring is faulty. If it doesn't the problem is outside. Not an unreasonable request. Going into 'full rant' likely triggered a 'take this' response and got the OP's service canceled. It's not right, but it happens if you pi$$ off the wrong people when you get rude.
Posted by Anonymous on 2009-03-27:
Sounds like the solution could have been so easy. Hopefully, there are other phone companies in the area from which you can get service.
Posted by Anonymous on 2009-03-27:
Check to see if your state's Public Utility Commision regulates telephone companies offering land line service in your state. Some do some don't. If they do, consider filing a complaint.
Posted by Anonymous on 2009-03-27:
I agree doc. Courtesy goes a long way and get results. At US Airways this one lady pissed me off so much I changed her seat assignment to the middle seat in the back row.
Posted by Anonymous on 2009-03-27:
Absolutely, yaya. Somewhere in the OP's conversation, I am sure 'well just cancel my account' was uttered. There are a lot of people in service industries who can make life miserable if you treat them badly. It's not right, but it's human nature to get even.
Posted by Anonymous on 2009-03-27:
You get back what you give out. If you're rude and demanding, the person on the other end is not gonna want to help you. If you're reasonable and talk like a normal human, you will get a lot more help. And telling someone "that's your job" is a huge insult. Don't tell someone what they have to do.
Posted by zet26 on 2009-03-27:
Thats for your comments,but what some of you don't seem to realize is that this was an on going battle. I was nothing but polite until I realized they had no intentions of sending someone out to replace the wiring. That box on the back of the house...is not suppose to be touched by anyone but an AT&T service Tech. (clearly embossed on the outside panel) The phone service I picked up afterwards had to install their own wiring, none of the wiring in the house from AT&T was any good anymore and I didn't have to tell them,I wanted to see what they would come up with. All the years being with AT&T counted for nothing. They wiped out my entire history as a customer, they lied about not getting my check because the bank paid the check three days after I sent it and it was a week after that AT&T lied and said they never got it. I put in four service orders and each one they claimed there was no such order. Maybe I should have started out being rude and nasty because they certainly mistook my kindness for weakness. All the years and money I put into that insurance in case the lines went bad was something they did not want to pay. By erasing my entire history as a customer,saying the service was abandoned meant I would have to pay them to replace the wiring in the house. I am waiting for the out come legally because I had all my bills from the start and payment records. I had called them to let them know I had contacted my bank and there was no reason for them to have cut off my service. They were going to restore service after that and I told them no, I had new phone service that would be installed the next day.
As for the AT&T wireless, I was with another wireless company and had no problems at all no matter where I traveled. I was still under contract when AT&T took over. I was ignoring the problems or blaming it on whom ever I had been talking to, saying it was their cell phone. Until I had to rely on it going through that mess with AT&T home service, I really had to pay attention. Roaming, endless dropped calls or no signal. I need something I can rely on, when I couldn't get 911 seven blocks away from home and my choices are sit here and die,try to get to someones house and die trying or pray a perfect stranger comes along and you place your life in their hands. Thank god it was a married couple I managed to flag down to help me. There is no way in hell I could ever trust AT&T wireless after that. Their internet service will never see me,I've had my fill. For those of you who have been experiencing charges on your bills you have no idea how and why..AT&T gets a percentage of that money. They claim they don't know and you have to contact that company,but it's AT&T allowing that company (without YOUR permission) to charge "whatever" to YOUR account.
Posted by Dr.Dial-Tone on 2012-02-28:
At and T are crooks! I worked for them for 13 yrs on my terms. I simply paid my house off. Saved alot of money and quit. These young guys that hire on in their (20's) buy a $200,000 house, a new car every 5 yrs, other junk, oh and lets not forget about the bass boat. More then likely after 10 yrs when their in their (30's) they either quit, or get fired and have to file banruptcy. How stupid. As soon as I got on 13 yrs ago, I went to night school and got a 2 yr degree that the company (at and t) paid for. After I quit on my own terms I went back to being an Electrician. I make less on the hour now but my quality of life is tops. No more anxiety or mandatory over-time. Smarten up folks! Did you really think that youd get your 20 of 30 yrs in?
Posted by Jim A. on 2012-04-08:
I work for AT and T too and I am looking forward to going on strike tomorrow. AT and T are crooks and the customer knows this. What the customer does not know is that we the repairmen and customer service have no say about anything. It is all managements fault in every way. Most of the phone cable out there was installed in the 1960's and is only good for about 15-20 yrs, then goes bad. AT and T is not a good company to work for I know because Ive been there for almost 28 yrs. Management beats us down on a daily basis telling us how lucky we are to have jobs etc... Management purposley lie to its customers and to its employees. I actually feel un-Christian about it all but cant wait to retire. I work for a crook (AT and T).
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I Can't Believe This Can Be Legal: $42.00 For A 45 Second Local Call!!
Posted by Blindsided on 06/21/2008
LOS ANGELES, CALIFORNIA -- I had a friend that was having car trouble, and was trying to direct a tow truck to his location. His cell battery was dead, so he called me collect from a pay phone(the tow driver was then calling me as he couldn't call the payphone). There were four calls made in about a 40 minute timespan. All were less than a minute long, and the payphone was in my area code, about 2-1/2 miles from my house. My AT&T bill stated them as 6.0 minutes each, and charged $31.56 PER CALL-THAT'S $126.12!!!! I called AT&T and was told it was not their charge, to take it up with the service carrier, 'Zero Plus Dialing'. I e-mailed them (thru 'Custom Teleconnect' and 'NCIC',who I was 'billed on behalf of')politely and got no response at all. I called them (Zero Plus) and got a trainee with an apparent script for calming down "irate callers" that only succeeded in making me irate. I could hear he had my call on speaker phone and his fellow employees were having trouble stifling snickers, as did he once or twice. (I didn't care about any of that at the time, in retrospect it seems rather amateurish and rude) and after repeatedly asking to speak to a supervisor, was transferred to a "we're sorry-out of service-" dialtone. Nice.

I called back, hopping mad, and demanded to speak to him again. This got me, instead, the floor supervisor, who eventually began offering me "one-time courtesy credits" starting at $12.00 and, after a long pause, increasing by $12.00 increments. Every time I responded by stating how much this still stuck me with. She finally topped out at $72.00(total), which I informed her was just over half of how much I'd been ripped off for, and she informed me that she'd be documenting my decline, and asked me if I wanted her to put in a statement from me. You can guess what I FELT like saying, but I said "ask your higher-ups if they feel right and fair charging a dollar per second for a call that would be 50 cents in coins deposited, without warning EITHER party of the impending thirty dollar booby trap. How do they sleep?".

This company hides behind the skirts of AT&T, billing through them, causing my phone service to be cut off if I refuse to pay the WHOLE bill(normally about $28.00/month). I can't believe that AT&T would let a company do this. Once upon a time in this country, business practices like this would have been considered criminal.
     
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Posted by CrystalSword on 2008-06-21:
That's why I don't go through any phone company and I can't accept reverse charge calls....at all!
Posted by Anonymous on 2008-06-21:
Zero Plus Dialing is a billing agent no a service carrier. Custom Teleconnect is the carrier. By law the rates should be posted on the payphone. Since your home service is from AT&T so Zero Plus Dialing billed them and in turn AT&T billed you.
Posted by madconsumer on 2008-06-21:
this is what you get from collect calls. if hte pay phone 2.5 miles form you, then why didn't you go to assit?
Posted by DebtorBasher on 2008-06-21:
I understand what the poster is saying...My Mother accepted a one or two minute collect call from my sister and the charge was something like thirty bucks...and for the same reason, it isn't AT&T...it a long distance service. She called the phone company that was told the same thing as the poster was told. She paid the bill, but told my sister about it, and told her not to call collect from any payphone unless it's an emergency.
Posted by Hugh_Jorgen on 2008-06-21:
You might check with your local public service commission, but in my state you can pay your phone bill except for the amount that is in dispute while you try to work it out.

They can't disconnect your phone as long as your other charges are kept current. I don't know how long you can defer payment, but it might be worth a call if you want to keep fighting. They might also be able to offer some advice on what to do.
Posted by Ponie on 2008-06-21:
Hugh, I think the poster just has to look at his phone bill. I have AT&T also and each month (on the reverse of the statement) they show how much I have to pay to prevent a disconnect. It's always the basic amount, doesn't even include taxes and surcharges. Although this may vary from state to state. As far as the calls being less than the six minutes charged for each one, I think all carriers charge at least 'x' amount of minutes when a call is answered, whether used or not. I use a Sprint calling card for long distance calls. If I place a call, reach voice mail or an answering maching, and don't wish to leave a message, I just hang up. Less than five seconds used. However, a complete minute is deducted from the time remaining on my card. Collect calls are bummers!
Posted by SuperNat on 2008-07-10:
There is a service here in Australia called 1800REVERSE. I knew they charged more than the normal local call rate but I was still pretty surprised when we got charged over $5 for a 30 second call. But reading this though, my experience was relatively cheap! To charge that much is ridiculous.
Posted by blindsided on 2008-09-23:
Follow up to original post: I contacted AT&T again regarding making payment on my 'basic service' to avoid disconnection, and was told by a very helpful and pleasant agent that I could do this; (YAY!!); however, ALL my extra services were dropped, and my calling range was restricted to 12 miles and my area code only. This was OK with me(although loss of caller ID kinda sucked, but. . .), but after about 3 weeks, my number WAS put out of service. I still get a dial tone, but 9-1-1 is about all it is good for (no incoming calls, either). SO, NOW WHAT??
I am going to try JayD's advice and try to get the billing switched from AT&T to Zero Plus and let THEM get the money out of ME. I'm afraid though, that it is too late to get my phone turned back on without a substantial reconnect fee AND, most likely, a large deposit since I am now a delinquent credit customer on their billing system. Still, thanx for the advice, everyone!
-splintarr
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AT&T Direct TV Bundle Lies
Posted by JOEGOTRIPPEDOFF on 07/08/2010
CAROL STREAM, ILLINOIS -- After receiving a mailout about AT&T internet service, my wife and I contacted AT&T. We were sold a bundle which was supposed to cost $105 per month. This bundle was to provide us with all distance unlimited long distance, wireless internet service, and Direct TV satellite service.

We have yet to receive a bill for that amount. I have spent hours and hours on the phone (approx 5 hours total on July 3, yes a holiday weekend when I could have been spending time with my family). Each time I call in after hours on the phone I have the same results ; I am told there is nothing they can do (but they will transfer to someone who can, which either disconnects the call meaning I get to start all over with a new representative, or I am transferred back and forth until the next person I need to speak with is in a department that has closed for the day, or the representative will offer to negotiate with me by offering free movie packages rather than lowering the satellite bill to what we were told it would be when we signed up for the bundle, or we can lower our service to reach the price we were told, and we also have the option to terminate the service (AS LONG AS I AM WILLING TO PAY OVER $400 IN TERMINATION FEES TO DIRECT TV). IT IS VERY OBVIOUS TO ME AT&T DOES NOT CARE ABOUT THEIR CUSTOMERS, AT&T SALES/SERVICE REPRESENTATIVES WILL LIE TO MAKE A SALE AND MEET THEIR QUOTAS, DIRECT TV DOES NOT CARE HOW AT&T REPRESENTS THEIR SERVICE (AFTER ALL THEY CAN ALWAYS GET $400 TERMINATION FEE), AND LAST BUT NOT LEAST UNLESS YOU WANT TO LOSE YOUR PHONE YOUR INTERNET YOUR SATELLITE $400 AND/OR HAVE YOUR CREDIT DAMAGED YOU WILL PAY IT, CAUSE THERE IS NOT A THING YOU CAN DO ABOUT IT. THANKS FOR CHOOSING AT&T
     
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Posted by fast327 on 2010-07-08:
AT&T does have a memory problem. I signed up for dsl service in January and was promised a special rate. Every month the rate is billed the regular rate instead of the promotional one. Every month I have to call them and get it fixed! Everyone I talk to says,"you will now get the correct rate." It hasn't happened yet,I guess I'll find out in August.
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