AT&T - Poor Customer Care
AT&T Wireless Account - Complaint
CARBONDALE, PENNSYLVANIA -- Complainant: Anthony Cook Carbondale PA
Signed up with AT&T 04/10/2009
Account Number: (Must Be Requested)
This is a letter to anybody who wants to read it. It concerns AT&T customer care and how they mistreat and lie to customers.
Below is a quick view of a payment arrangement I have made end of February 2012:
The agreement made with AT& T via Phone Customer Care Service:
Had Made Payment arrangement as below:
Call to make first payment on March 2, 2012
Call again on March 15, 2012 to make arrangement for:
This is about what happened the first day of my payment agreement:
Called to make first payment on March 2, 2012. The recording, or course, had indicated that the account is blocked from check or credit card payments. Wow, really? AT&T customer care to the rescue. How is this possible when I'm on an arrangement already.
Here is what actually happened:
The end of October 2011 I paid 235.24 to AT&T via a credit card ending in 4706, has been closed recently also. This credit card belonged to my Mother. I have a bank account with her and I use this card to pay my phone bill on occasion. Without me knowing my mother later disputed the charge on her credit card, forgetting this was my phone bill and I had already paid her. Apparently, this dispute had backed out the 235.24 from AT&T in February 2012. Soon after I had made my first arrangement as above for 165.93. Wouldn't it be nice if AT&T would have made me aware of this mishap.
Discussed this issue with Customer Server personnel. They had indicated that a credit card payment from October was taken off my account on February 22, 2012 which I did not know at this time. Now they say my account is 140 days past due and they cannot make an arrangement. After discussing this further with a supervisor, I was told to pay the 235.24 that was backed out in October 2011 and then I could make an arrangement the next day after I make a cash payment. I promised to pay 235.24 the next day and would call the back to make further arrangement. Was promised by the customer service representative that they would not suspend my account unless this payment is not honored. We were all in agreement.
March 3, 2012 sometime in the afternoon my service was suspended. I called them immediately and asked why this happened when I was promised they would not shut off my service if the payment gets made. Keep in mind I work until 4 and had to make the bank to make this payment. The customer service representative had suggested that I pay the October 2011 return of 235.38 then they will un-suspend my service. Then I was told to call them back to make a new arrangement with them. All was fine at this point. We all agreed!
March 3, 2012 4:15pm Called AT&T to confirm that I was on my way to make the payment of the 235.24 as promised. This time I was told that was not enough to get my service back on. I have to pay $545.19 now because it's 140 days old. I have told them that I was promised by the customer service representative prior that I only had to pay Octobers bill then I can make a new arrangement and get my service back on. This customer service representative told me they cannot do that. Thus, I was lied to twice (2) by AT&T Customer Service. I requested a supervisor to talk to. Again I got the same line from the supervisor and no way were they going to budge. I threatened to go to another company and they really didn't even care. Very awful business practices. I requested to go over the supervisors head and again they gave me the same deal. I told the manager that what bothers me the most is that the customer service representatives can lie and get away with it. This manager would not work with me and she claimed that they cannot over ride this for me. Anything can be over ridden so I did not believe that for one minute. Another manager who really didn't care to help much less care that I threaten to closed my account and go to another company.
Perhaps AT&T is right to expect me to pay the 545.19 because it was not their fault this happen. However, as they can see it wasn't my fault either. Consequently, I had expected them to work with me and help me with an arrangement and not suspend my service. Moreover, there was no problem with me paying for the services, I like having the services and I certainly was not trying to rob them. Since this was a mistake by a third party, I expected them to work with me. I guess I expected too much and now I know the company's true colors. When it comes to customer care please don't ever rely on it because it's more like "customer don't care" and you usually get a foreigner on the line that gives you the same spiel every time. "I am sorry to hear you have a billing issue...", what a scam and lack of humanity in today's business. Whatever happened to "Operator may I help you?", a real human from your own country asking to help you. Call me old fashion but, at least you were a person then, not just a number to add to some CEO's bottom line.
Needless to say once my contract is up, I'll be moving to a different company. These large companies had forgotten about Customer Care. Loose one customer is not going to affect their pockets by much, so they really do not have any care of Customer Loyalty and there is no personal customer service that really cares if you stay or leave them. The bottom line is billions of dollars aligning the pockets of CEO executives and losing a couple accounts a day is the least of their worries. If each customer took away millions of dollars of their prized shares of stocks, I bet they be better at it and enhance their customer care service.
Shame on AT&T!