AT&T has no customer service
BANGOR, PENNSYLVANIA --
I'm pasting the letter I have sent numerous times to AT&T with no response. This is so frustrating.
To Whom It May Concern:
On several occasions I have tried to contact your company, via the telephone and email, to straighten out the billing on the above referenced telephone number and each attempt was unsuccessful. I find it very disturbing that one of the leaders in telecommunications could not resolve a problem over the phone or email and was told by your representatives that I need to write a letter.
In July of this year I was contacted by one of your representatives to switch to AT&T as my long distance carrier. Your representative told me you had a one-rate plan that would cost $24.95 a month. After insisting with your representative that I would not be eligible for that plan he told me that I would as long as AT&T billed be separately from Common Wealth (the local carrier). The following day, I called Common Wealth, they informed that I would be eligible for that plan as long as AT&T billed me separately. Your representative called me a couple of days later and said in order for me to switch and get the one-rate play, I had to contact Common Wealth. While on the phone with your representative, he patched us through to a Common Wealth representative. Once again, I asked the same questions to insure that I was eligible for your one-rate plan. Upon the arrival of my monthly Common Wealth bill, AT&T did not bill me separately, nor was I charged the one-rate both of which I was assured of by your representative. It is from this point that this entire fiasco began.
I immediately called your company and explained the situation, I was told they could not resolve the problem, they had no idea what I was talking about. To aggravate the situation, I was told that I was not listed on your system as an AT&T customer. It was suggested that I to write a letter to one of your offices in Florida. Write a letter, now if you set me up as a customer over the phone, how is it that you can not resolve a problem (you created) over the phone? That does not sound to me like one of the leaders in telecommunications, nor does it sound like reputable company.
I called again and again was told that they could not help me, but that she would patch me through to someone who could. After over a half an hour of waiting the phone was disconnected. I called again and at least this time (after a half an hour of waiting) I was connected to someone else. However, that person could not help me either, he told me that I would have to contact a person during the day at this number (800) 225-5282. Once again, your company contacts me in the evening to do business, but I can only resolve an issue with someone during the day? I am in construction and I do not have access to a phone during the day. Hoping calling this number would resolve this entire issue I inconvenienced someone else to help me out. Unfortunately when this person called, the number is area specific and they could reach someone. However, they did call you 800 number listed on your website and spoke you one of your representatives. Even your representative could not get in touch with someone from that number because it was area specific. That representative informed her that I was in fact listed as an AT&T customer (finally some bit of validation) and that I was signed up for a $.07 a minute plan on July 17, 2003 with a monthly charge of $4.95 plus connectivity charges.
Now, can you explain to me how I agreed, only agreed to a one-rate plan with a cost of $24.95 a month but was signed up for a $.07 a minute plan. I would have never agreed to a $.07 a minute plan with a $4.95 monthly charge when I was only paying $.05 a minute with no monthly charge. No one for that matter would switch long distance companies to pay a higher rate. The minute your representative found out that I would not be eligible for the one-rate plan he should have called back and not just sign me up for another plan, that I never agreed to. Your representative only had the authority to sign me up for the plan I agreed to.
I am very upset with AT&T and this entire situation. I would greatly appreciate it someone from your company would address and resolve this situation. I will not pay AT&T for more than I agreed to pay, which is the $24.95 a month. Currently I have an absolutely ridiculous high long distance bill. I expect that my account, for the months I was with AT&T, will be adjusted according to the plan I agreed to, once I receive the adjusted billing statement I will gladly pay.
Commome Wealth has shut off my long distance and I can't even switch to another company. How am I supposed to clear this matter when you won't respond to any of my email or phone/fax efforts?
Thank you for you time and attention to this matter.