AT&T Wireless Informative - Horrible customer service
LARGO, FLORIDA -- It all started 3 months ago when my husband and I purchased a phone for our daughters 12th birthday. We added her phone to our account and had it activated. At that time the customer service rep repeatedly tried to get us to upgrade and add options to our phones. He was pushy and rude. My husband had to get short with him so we could continue and finish our request. My husband specifically told him we did not want any options like text messaging or internet. We finished activating the phone and thought we were all done. One month later our bill arrived. On it was a charge for internet down loads. Of coarse we thought this had to be a mistake because our daughter does not have this option. WRONG!! I called to question the charge and no one would speak to me since my name is not on the account. They said it was for security purposes. My husband called and spent 2 hours on the phone being transfered from one person to the other. Finally after waiting another 25 minutes on hold we got to a supervisor. At this time they explained that even though we did not request internet service they alway provide the capability of accessing on the phone. You are not charged for it unless you access it. All you have to do is hit the internet button and then you are in. So our 12 year old daughter obviously figured this out and in fact down loaded something that cost $28. My husband was furious. We did not want it, specifically told them to not give it to us but thy did any way. After what seemed like forever they agreed to remove the charge. He again told them to block all internet access on her phone. We once again thought it was done. WRONG! The following month we received another bill and the $28 charge plus more charges adding up to $111 were on the bill for internet down loads. We call and are placed on hold over and over again. Another few hours to find out the last rep we talked to made a note of removing the internet but it was never done. We refused to pay any of the charges and they agreed to take them off our bill since the mistake was on their part. After 2.5 hours we were off the phone thinking, hoping this was the end of it. WRONG! Just the other day we got a call from AT&T threatening to shut off our account for not paying our bill. My husband immediately asked to speak to a supervisor and she refused to put one on stating we were at fault and were responsible for paying the over due balance. We have been a customer of AT&T for over 5 years and have never been late paying a bill..not even one time and now we have a pompous lady on the phone telling us we were irresponsible by not meeting our commitment. My husband tried several times to review the past calls we had and what was supposed to happen. She admitted to seeing a comment on our account stating that our account was to be adjusted and the $111 removed from the bill. She said this was not how it worked and we had to first pay the over due amount and then they would issue us a credit. This is absurd. She was rude and raised her voice to my husband several times. He once again asked to speak to her supervisor and she said it was not necessary. Finally after my husband refused to speak to her any further she said she would notify her supervisor but we had to wait for a call back. She also told us that our service my be disconnected if we did not send in the money we owe. Then before we hung up she asked if we wanted to fill out a survey. It was one question...are you satisfied with AT&T? Of coarse we pressed one for dis-satisfied. Three days later and we have not heard back from a supervisor to resolve our complaint but we did receive a call asking if we would consider filling out another survey and they were concerned with our satisfaction rating. This person did not want to speak about our issue. They just wanted us to complete another survey. We did and now we are supposed to hear back from some one that will request more detail as to why we are dis-satisfied but again...they did not want any details at this time. So here it is 3 months later and we still have no resolution. Our contract is up in a little over a year and I can guarantee that I will not be re-signing with them again. I have never in my life dealt with such an incompetent, rude, nasty customer service department. I will not recommend AT&T to any one and will freely tell them that I am and will remain an unsatisfied customer.