AT&T Wireless Complaint - Lousy Service - Free2Go Prepaid
NYC, NEW YORK -- I would like to register a complaint about AT&T Wireless. I purchased a
Nokia 3361 cell phone with a prepaid wireless plan for my wife just before
Christmas of 2002. At the time, they were offering the phone for $99.99
which included the phone, $10 airtime and a rebate for $49.99.
I decided to purchase the prepaid plan because I thought that I could avoid
being ripped off with a wireless contract. I had enormous trouble with my
previous Bell Atlantic contract.
My wife wanted to use the phone for emergencies. Whenever I tried to call
her, it would go directly into her voicemail. I thought she was using the
phone at the time. She told me that no one could get through to her. I told
her that was not true. I tried calling her with her in the room, and sure
enough the phone never ringed.
I called up customer service, and it took approx 45 minutes on the phone
before the problem was resolved. They said it was a strange glitch in their
Whenever she turned on the phone, she would get a message saying that she had
new messages. When she went into her voicemail there were no new messages.
She would use up all of her minutes trying to get messages that did not
exist. I read on the internet that this is a common problem.
Whenever she tried to use the phone in her office, the call would not go
through, or disconnect after a minute. All of the minutes on her bills were
for calls that were disconnected, or calls to her voicemail to get messages
that did not exist.
In January of 2004 her minutes had expired. I called up customer service and
asked them to add $10 of airtime. The customer service rep instead of adding
$10 to the account, added $25. He said he would put through a $10 charge,
and connect me to another number where I could request a refund of the $25.
I spoke to someone else, and they said it would take 2-3 days for the minutes
to update correctly on the phone. The phone was saying that there was $35
She was still getting the new message indicator. I called her voicemail, and
there were no new messages.
When my wife spoke with the credit card company they informed her that
they were trying to put through both the $25 and the $10 charge. I told her
that they were not supposed to charge the $25, only the $10.
When we called them back to ask what was going on, they said that they had a
record of the refund request. At this point, we were really frustrated and
angry. We asked them to cancel the plan, and issue a refund for everything.
My wife got into a long conversation with another supervisor after the
supervisor claimed that they could not give a refund on airtime for partially
used minutes. When we insisted that the time as spent trying to see if the
phone was working, and checking non existent voice mail messages they agreed
to issue a refund.
30 days later my wife got the credit card bill, and both charges were on
it. She tried to resolve the problem with AT&T. They said that they needed
the credit card information. She gave them her credit card information, and
then they said that they could not issue the refund because of the used
minutes. My wife stated that customer service had told her that the
minutes would be refunded. AT&T said that the request for credit refund was
denied. She asked to speak to a supervisor. The supervisor stated that my
wife would need to speak to the person that she complained with initially.
When my wife mentioned the name the supervisor said that she could not
speak with that person because he did know who she was. The person that my
wife spoke with gave two different names. First he said his name was Stan,
then he said his name was not Stan but Sam. I think that they give different
names so people can not register complaints properly.
My wife finally ended up calling her credit card company and requested a
full refund. She decided to cancel the credit card number because she did not
want any more charges appearing on her credit card bill.
Do not ever do business with AT&T wireless. They are a bunch of crooks.