Horrible Customer Service at AT&T Mobility
I am furious with AT&T Wireless. I signed on for cell phone service quite a few years ago with Cingular Wireless, then later changed my service to a family plan. Cingular bought AT&T Wireless, and then things really went downhill.
The first "problem" was that AT&T was underbilling me. I was honest about it and called the company to let them know. Some good that did, because now the company is overbilling in relation to a text message plan I signed up for on the AT&T Wireless Web site.
I signed up for what I thought was a text messaging plan for the entire family, because my daughter had significantly increased her usage of the text message feature. At least AT&T's Web site led me to BELIEVE I was purchasing the plan for the entire family -- the site was actually very confusing.
When I received my first bill after that (in November), I was still billed for ALL the text messages my daughter sent and received -- and she's the reason I got the text messaging plan in the first place. I figured maybe it was too soon for the plan to be applied, so I paid the bill and said nothing. But the next month (December), I also was billed for all of her text messages -- more than $80 worth.
I called AT&T in December and spent a half hour with an AT&T customer service rep, who explained I had signed up for MY number only on the text messaging plan I had ordered. I explained to him that I DO NOT SEND text messages, and the Web site did not make it clear that the text message plan fee was number-specific. He agreed to change the text message plan to my daughter's phone number within our family plan and to refund that month's text message charges. In fact, he instructed me to make a new payment that reflected the credit.
But when I got the next bill (in January), I not only was billed for a new month of my daughter's text message charges, but also showed a past due balance for the messages she sent and received in the previous month -- the amount I was told would be credited to my account.
The customer service person I called yesterday (1/9) said the text message credit for last month was "denied" by AT&T, but no one at the company had contacted me to tell me that or to give me an explanation. Even worse, the plan STILL had not been applied to my daughter's number, as was promised to me, and I am continuing to pay for a text message plan tied to my number. I DO NOT EVEN KNOW HOW TO SEND TEXT MESSAGES AND DO NOT WANT OR NEED THE PLAN TO BE TIED TO MY NUMBER. I NEED IT TO BE TIED TO MY DAUGHTER'S NUMBER!
At last check today on my Web site account, the problem still has not been addressed. I AM FURIOUS! THIS IS NOT THE WAY TO DO BUSINESS!
I would like AT&T to adjust this mess -- I've also wasted a good hour on the phone between today's phone call and last month's phone call. This is nuts.