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AT&T Long Distance USA Complaint - Still Screwing Soldiers For A Profit - Phone Cards
Phone Cards - Complaint
I am writing about a problem that has not only effected myself, but literally dozens of soldiers in my small area. I would imagine that the problem is happening on a larger scale throughout Iraq and Afghanistan.
The issue is AT&T phone cards that are sold to soldiers under exclusive contracts to the US military. Unfortunately, some of these cards do not work. It would perhaps be reasonable to assume that there would be problems with cards would happen. However, there appears to be a broad sense of neglect and a deliberate attempt to ignore problems arising from this monopoly.
I recently purchased a phone card here in Iraq and, upon attempting to use it, discovered that the PIN number on the back was faulty. (755-413-19XX/ last two numbers missing in records). When I attempted to call customer service, I was repeatedly prompted for the PIN. As the PIN was not valid, AT&T's customer service system simply hung up on me. Repeated attempts to access the system were similarly unsuccessful.
More troubling was the small print on the back, in which AT&T charges minutes from your card in order to access customer service. In other words, it was clear that AT&T would only help soldiers for a fee.
Assuming it was a one off, I traded the card for another card from a different location (816-769-1435) and experienced the exact same problem. Attempting write or email AT&T were ignored. I wrote the Better Business Bureau and the repeated response was to simply state that what was happening could not be happening as it was against their policy. At no point did they indicate that they would take actions to address or correct this issue.
With just a little effort, I have found literally dozens of soldiers who have experienced the exact same problem with AT&T. Although many soldiers have access to FOB and the problem is annoying, it can be particularly devastating for soldiers that are deployed further forward and do not have routine access to AAFES. I am sure that there are soldiers who have to make repeated trips across combat zones to garner access to a phone card that actually works. In the mean time, the soldier is cut off from his family.
As AT&T has an exclusive contract, there are no alternatives available to soldiers. As is typical of unmonitored monopolies, AT&T has continues to collect fees for a service that is rapidly degenerating.
I would appreciate any assistance in bringing AT&T around to honor its commitment to provide phone service to US soldiers.
The issue is AT&T phone cards that are sold to soldiers under exclusive contracts to the US military. Unfortunately, some of these cards do not work. It would perhaps be reasonable to assume that there would be problems with cards would happen. However, there appears to be a broad sense of neglect and a deliberate attempt to ignore problems arising from this monopoly.
I recently purchased a phone card here in Iraq and, upon attempting to use it, discovered that the PIN number on the back was faulty. (755-413-19XX/ last two numbers missing in records). When I attempted to call customer service, I was repeatedly prompted for the PIN. As the PIN was not valid, AT&T's customer service system simply hung up on me. Repeated attempts to access the system were similarly unsuccessful.
More troubling was the small print on the back, in which AT&T charges minutes from your card in order to access customer service. In other words, it was clear that AT&T would only help soldiers for a fee.
Assuming it was a one off, I traded the card for another card from a different location (816-769-1435) and experienced the exact same problem. Attempting write or email AT&T were ignored. I wrote the Better Business Bureau and the repeated response was to simply state that what was happening could not be happening as it was against their policy. At no point did they indicate that they would take actions to address or correct this issue.
With just a little effort, I have found literally dozens of soldiers who have experienced the exact same problem with AT&T. Although many soldiers have access to FOB and the problem is annoying, it can be particularly devastating for soldiers that are deployed further forward and do not have routine access to AAFES. I am sure that there are soldiers who have to make repeated trips across combat zones to garner access to a phone card that actually works. In the mean time, the soldier is cut off from his family.
As AT&T has an exclusive contract, there are no alternatives available to soldiers. As is typical of unmonitored monopolies, AT&T has continues to collect fees for a service that is rapidly degenerating.
I would appreciate any assistance in bringing AT&T around to honor its commitment to provide phone service to US soldiers.
Comments:
Posted by Anonymous on 2009-01-13:
Doesn't the military have an advocate's office who could assist you and the others with correcting this?
Thank you for your service, I hope they do right by you.
Thank you for your service, I hope they do right by you.
Posted by Anonymous on 2009-01-13:
In my day (and I ain't that old), military personnel in combat areas could address a letter and write 'free' where the stamp should go. What the heck is wrong with providing today's military with 100% free (to the military person) telephone contact with their families? I'd rather pay that bill than the one I'm paying to bail out Wall Street fat cats who pi$$ it away like two drunken boots on their first liberty to Tijauana.
Posted by tnchuck100 on 2009-01-13:
Amen, Doc!
Thanks, gree!
Thanks, gree!
Posted by Disaster Worker on 2009-01-13:
We thank you for your service, too.
Posted by madconsumer on 2009-01-13:
doesn't the army offer free telephones calls back home?
Posted by yoke on 2009-01-13:
Thank you for your service.
Posted by DebtorBasher on 2009-01-13:
Doc, were those the same letters that looked like swiss cheese by the time they reached home? LOL!!!
Posted by jktshff1 on 2009-01-13:
Thanks for your service, been there before cell phones.I am a longtime att customer and have had no problems.
BUT....I am contacting them regarding this with my own questions and am will also e-mail my congressman & senators this complaint to ask WTH???
BUT....I am contacting them regarding this with my own questions and am will also e-mail my congressman & senators this complaint to ask WTH???
Posted by Anonymous on 2009-01-13:
Yeah, Basher. They got carried around in a dirty BDU pocket until they made their way back to a company area. Then, they sat in a big tub until some mook from the APO collected the bunch. Heaven only knows what happened after that. But they were free. The closest thing to a phone call was from a MARS station where military and ham operators worked big magic and you might hear a loved one's voice. Hammies are good people.
Posted by jktshff1 on 2009-01-13:
Yea Ghost, if ya had a little bribe or new someone! lol!
Posted by Principissa on 2009-01-13:
This actually makes me very angry.
My brother in law is a marine, and I know first hand that these cards are literally the only way he can call his wife and kids when he actually can call them. They should have given this brave person a new card or a new pin. This makes me very very angry. Very angry. You can die for your country but you can't call home and tell your family you love them. Very very angry. Death is free but you have to pay to be taken care of when the company is obviously in the wrong.
My brother in law is a marine, and I know first hand that these cards are literally the only way he can call his wife and kids when he actually can call them. They should have given this brave person a new card or a new pin. This makes me very very angry. Very angry. You can die for your country but you can't call home and tell your family you love them. Very very angry. Death is free but you have to pay to be taken care of when the company is obviously in the wrong.
Posted by Anonymous on 2009-01-13:
Yep Princi...it is outrageous. A lot of folks assume they get their calls free. They should. Again, next to the money Congress pi$$es away, the cost of the calls is miniscule.
jkt..Didn't you notice that nobody (hardly) messed with the mail or delayed it. A LOT of things happened, but it took a real piece of feces to mess with another leg's homebound mail.
jkt..Didn't you notice that nobody (hardly) messed with the mail or delayed it. A LOT of things happened, but it took a real piece of feces to mess with another leg's homebound mail.
Posted by jktshff1 on 2009-01-13:
yep. mail is sacred.
This really pi!!!!!me off. They should not have to pay. One thing I don't mind my tax dollars going to.
This really pi!!!!!me off. They should not have to pay. One thing I don't mind my tax dollars going to.
Posted by Principissa on 2009-01-13:
jk when hubby was in the navy he had to spend 50.00 for a 250 minute calling card. Half the time they wouldn't work, they wouldn't load right, he'd get to talk for only half the time he paid for. I'm pretty miffed to see that nothing's changed.
Now my BIL told me that they have e-mail set up, but you can only get to it when you are near one of the tents they have set up AND half the time it doesn't work. Same way when hubby was on the boat, they had e-mail, but half the time it didn't work. Snail mail even 4 years ago, was the safest way to go. It was the only way you were guaranteed to talk to your loved one.
Ugh this makes me so freakin mad I could make a dragons flame look like a match light.
Now my BIL told me that they have e-mail set up, but you can only get to it when you are near one of the tents they have set up AND half the time it doesn't work. Same way when hubby was on the boat, they had e-mail, but half the time it didn't work. Snail mail even 4 years ago, was the safest way to go. It was the only way you were guaranteed to talk to your loved one.
Ugh this makes me so freakin mad I could make a dragons flame look like a match light.
Posted by Anonymous on 2009-01-13:
I agree, the calls should always be free. It's the least the gov can do for these men and women.
As a side note, I get calling cards from Costco for a reasonable price. They can be recharged also. For domestic calls, you get about 600 minutes for $20. I use it Internationally and get about 250 minutes for about $20. I have bought these as gifts (stocking stuffers)for my kids, so they can reach us wherever we are. They would be a welcome gift if you have a serviceman or woman overseas. BTW, these cards are through MCI.
As a side note, I get calling cards from Costco for a reasonable price. They can be recharged also. For domestic calls, you get about 600 minutes for $20. I use it Internationally and get about 250 minutes for about $20. I have bought these as gifts (stocking stuffers)for my kids, so they can reach us wherever we are. They would be a welcome gift if you have a serviceman or woman overseas. BTW, these cards are through MCI.
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