AT&T Mobility Complaint - The "New AT&T" acting like the only phone company in the world
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 Nila 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, Nila 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 "Denise" 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 Nila is real. Denise 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. Denise 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. Denise 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.