Poor policy/customer service
NORTH CAROLINA -- I have been a customer of Cingular/AT&T for almost two years. I have the Go Phone, Pick Your Plan in which $50/month is deducted from my bank account. I have never had to think about my payment. On Sun. Nov. 11th 2007 I received three messages that my payment did not go through. I thought maybe somehow my mortgage payment went through early and I had overdrawn my account. On Monday morning I went to my bank to make a deposit so I could then tell AT&T to try again. It turned out to be Columbus Day and my bank was closed. So today, Tuesday, I went to my bank in the morning to make my deposit and discovered I had plenty of money in my account. So I called AT&T after I left my bank and recharged my account and in doing so realized what had happened. My bank just sent me a new debit card in the mail with different numbers on it because their security had been breached and many customers needed new cards and new PINs. I was just about to hang up when the lady told me my account balance. I noticed my $50 of rollover minutes were missing. So she begins to attempt to explain this policy which it's clear she didn't understand herself. Something about a three day grace period and a text message alert when the payment fails. She was not clear about when this alert gets sent. This policy, they said, "is made clear" in the information book they give you when you purchase a Go Phone. I returned to an AT&T store after my run in with "Customer Care" to find this "clear" statement of policy. The employee at the store was not aware of this policy but gave me a brochure and told me I could read it. I found it buried in the small print and pointed it out to the employee so he can "make it clear" for the next customer. But, back to my phone conversation. So I said I wanted my minutes because, "They're your minutes, You keep them," and after much transferring and waiting I was put trough to someone who offered me $25 but not the $50 I had in rollover minutes. He says they have no way of knowing I had that many minutes saved because they erased that information. How convenient. I told him they have records of my phone calls and records of my payments, so the information is still there, they just don't want to find it. He hung up on me. So I went through the channels again and this time ended up at Everett. Everett was even less interested in customer satisfaction and said he saw no notation in my file that I had even been offered $25 by the last guy so there's nothing he can do. I'm out $50. Of course I don't want to be with AT&T anymore but, naturally, there are no refunds on payments. I asked to speak to Everett's supervisor. She's supposed to call me within a day or two. I assume that means it will be at my expense. I will be using up this month's minutes and changing carriers. What really bothers me is that I was not informed that there was a problem until the 11th when the failed debit attempt was made on the 8th. I get three days to deal with a problem that I'm not informed of until the last day and I'm not told it's the last day. There is no reason that the alert message I received on my phone stating a payment had failed could not have been sent on Thursday the 8th. It is a purposeful deceit on the part of AT&T. AT&T does not appreciate my business.