02-05-2013 08:48:59 PM
Hi all! I've been a customer since 2002. I've had cell and internet service with them and also convinced my family and my husbands family to switch their services to AT&T. This week I have realized that the customer's word means nothing, we are never right and that AT&T only cares about your money and not how you feel as a customer. I have had many people tell me to "get ugly" with them but that is not in my nature and I should not have to get ugly. So I guess this post is my vent in hopes that others will read this and will make them think about using some of AT&T products and strongly question weather or not you should let them auto draft from you account.
On November the 8th of 2012 my husband called as we were making our move to another state to cancel our internet service. On Dec the 10th our post office also changed our address with them. He specifically asked the person he was speaking with to to make sure it was cancelled and we would no longer be billed for this service. Since we've moved I hadn't thought to check it until I went to pay bills at the end of January and realized that there was money taken out for internet. As I checked money had been drafted from our account nov. 28th, dec 28th and jan 28th. I called Feb 1st and talked with two people. The phone calls including wait time were around 1 hour total. What was concluded was that my husband is a liar and my service was never cancelled and was still in use? (how since there is no one at that location) Another thing was I immediately put in that I wanted to stop auto draft from that account which she (Sandra) put a work order in and I have the number for.
So today I go to pay another bill and lo and behold I have the same amount auto drafted from my account for the same amount taken out on the 4th! WHAT IN THE WORLD!!! So I call again! Today I was on the phone with them from 2:30 - 5:30 which is UNACCEPTABLE!! and I talked with six people and four different departments! Robert (who was nice and said what I wanted to hear and said it was taken care of) but actually just didn't make any notes and sent me to billing (Francis) who asked why I was there and I said to get my money back and he informed me that my balance was 0 and he had no idea why Robert transferred him so then he sent me to Accounts receivable. They didn't know why I was there and said they couldn't confirm anything Robert told me and that I needed to speak with customer service to get my refund. So Cynthia in customer service had no idea why I was transferred to her so she privately called accounts receivable and together they say I need to call Tech Support because this is an "Internet" problem!!! DOES ANYONE KNOW WHAT'S GOING ON OVER THERE?!!?!?!?
So then I'm connected with Louie and bless his little heart (which by the way his was the shortest wait time) who was dumbfounded that I was transferred to his department and decided to get to the bottom of my run around. We call back to billing in a conference call to Monique who tells me that I will get a refund for February that might get to me sometime around the beginning of march and she isn't sure who is going to help me with Jan, Dec and Nov. So then I ask about why I was charged on Feb 4th after the order was put in and she says I don't know and I ask if it is illegal to draw funds from an account when I didn't owe any money nor did they have my permission after Feb 1 and she says YES and hangs up!!! So Louie is dumbfounded again telling me she hung up and I want a supervisor ASAP and he tries another conference call to try and get one and he is denied and sent back to William in billing who gets me a refund check that's "on its way" and its for HALF of what they owe me and he states he doesn't know why know one can fix this simple problem.
So THREE HOURS of my time (where I missed and appointment!) and I get Half of what they owe me (we will see when it gets here) and now I have to call my bank to block them from taking money and I have to seriously consider weather I should report them on not! I'm done being nice and trying not to be ugly to the people that get paid crap to answer my phone call but give me the run around again and tell me my husband lied about calling when I sat right there and listened to the conversation!! Someone PLEASE tell me where I can make a formal COMPLAINT other than this forum. I can't find anything about where to send a complaint.
02-06-2013 08:52:19 AM
I am truly sorry that you've had to endure such an ordeal, I was beyond shocked when I read your letter. This should have been taken care of on November the 8th when your husband first called in. It seems like your halfway there but neither of us will be happy until the end. Please use the link below to send a private message to our ATTCustomer care team. Please include your name, email address, phone number and the best time to be contacted. Please allow up to 48 hours for a team member to reach out to you. I hope this situation will get resolved in a timely fashion.
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