BASTROP, TEXAS -- As if my week has not been disappointing and upsetting enough. Today I open my AT&T cell phone bill to find a $187.76 bill. In the 2 years I have had this phone, I have never paid over my usual $47.00 monthly fee. I must preface this conversation with the fact that I signed on with Cingular as a choice. I did not want to have any business dealings with AT&T because of their questionable business practices in the past. I was so disappointed when they took over Cingular.
So, I called customer service to discuss the charges and ask some questions regarding the bill because I truly did not understand the billing charges. I spoke to ** and she was unable to afford me any clear and consistent responses, but graciously offered to remove half the charges. My concern was how the charges were acquired so I continued to attempt to find answers so as not to continue to receive unexpected charges. She was unable to answer my questions regarding call waiting charges when I do not use call waiting. I have never asked a person to hold and taken a second call that is coming in. I couldn't tell you how to use the feature on my Nokia phone.
I asked to speak to her supervisor hoping I may get answers to my questions. I need to prevent the charges from recurring or determine if it is an equipment problem. This is the phone that several times since AT&T took over has allowed incoming callers access to my mailbox setup. People have notified me several times that when they went to voice mail it actually was giving them access to changing my mailbox etc. I called AT&T twice to report it and it was fixed. Today they told me I have never reported any equipment problems??????
When I asked to speak to the supervisor, ** warned me that if I spoke to a supervisor they may take the offer away to drop half the charges. I was flabbergasted at what sounded like a threat, but decided it was worth the risk to get my questions answered and determine what the problem is. Supervisor "**" came on the line. First, I'd like to note how convenient it is that they know who we are, but they can refuse to give us their full names, or real names for that matter. I do not know if ** is real. ** immediately approached me with the tact of a credit collector. I was taken aback at her outright hostility and aggression.
My bill has always been automatically deducted from my bank account so I have never so much as had a late payment since 2005 on this account. ** refused to discuss the matter with me and curtly and rudely informed me that the offer to remove half the charges was removed. I still did not receive any answers and was treated to the poorest example of customer service I have ever experienced. I requested to speak to another supervisor hoping I would find a human being at some point. ** loudly informed me it could be "up to 72 hours" before anyone could get back with me and hung up.
I do not use profanity nor raise my voice when speaking to people. I have never been treated so horribly by a company. Wonder if I am holding my breath for that supervisor to call me in 72 hours? And also wondering if I can afford the call. If it comes in as a call waiting call during daytime hours it may cost me a fortune. Perhaps what bothered me the most was the nature of the threats and penalizing me for having the audacity to request to talk to someone else. The heavy-handedness of the entire interaction was bullying and disturbing.
It may be time for AT&T to revisit the old slogan, "We may be the only phone company in town, but we don't act like it." They may not be the only phone company but they certainly are acting like it. And their current slogan, "The New AT&T" must be the warning of things to come such as I experienced today.
I've been a happy BellSouth, Cingular customer for years but AT&T Mobility wireless service in the Metropolitan New Orleans, Louisiana region has gone from bad to worse. I'm an Information Technology guy and happily paid them the $330.00 to end my contract. I view them at best used car salesmen and at worse whores. Glad to pay them to go away. DO NOT use their wireless services.
After paying $200 for an LG Xenon mobile phone returned it because of a malfunction. AT&T then sends a "REFURBISHED" replacement that I could purchased for around $75-85. What happened to the $115 difference? And I have returned the refurbished phones several times and still am not satisfied with the product!!
Tried to reconfigure my settings on my cell and apparently messed something up. Went to my local AT&T store explained the problem (would not ring). They worked for several minutes and were unable to fix and gave me the tech support number to call - OH NO!! :(. Got home and called. 'Course got the "you will be helped when available" line :(.... less than 3 minutes later a guy named ** answered, listened to my problem, said wait a minute, and got it taken care of. Thanks AT&T. :) Good job.
BOYNTON BEACH, FLORIDA -- Order phone & DSL, given date to install. Never showed up. Had email confirmation. Called, said would be there following week. When I tried phone, so much static I couldn't hear. Called them on my cell phone. Took one hour to finally get to talk to someone who could help me. Told me they had no order for DSL. I told them to cancel the whole order. Now they are billing me for services I never had.
Again I can't get to talk to someone who can help me. They put you from one person to the other and each one says "I'm sorry I'm not the one who can help you but I will transfer you to someone that can." After 6 transfers, and how many minutes on your cell phone, you feel "is there anyone there that knows what they are doing". My next response will be to the FCC.
We have had wireless service with this company for 5 years. For the first two years, our bill was incorrect every month and we would call to have things corrected (usually requiring adding credits on their part). In January of 2005, we noticed they had dropped our secondary line out of the Family Plan and were charging us roaming and "other charges". They were asked then to add the phone. The phone showed up on our statement as part of the plan, but on their computer, they continued to bill us roaming and "other charges".
They owe us in excess of $300 but will not credit or reimburse us the money as we did not dispute all claims within 100 days in writing.
Of course, they have us over a barrell because it's written in fine print somewhere, but they are unethical as they say it's the customer's responsibility to review the bill each month to "catch" their errors.
CALIFORNIA -- Many times I've carefully composed letters and when I hit the "SEND" button... AT&T flashes a note on the screen that says: APPENDING MESSAGE FAILED... RETURN TO PREVIOUS PAGE, which means my carefully composed letter is LOST. When I use their member services to complain they send me a "generic" reply which is of no use.