I need customer service [ Edited ]

[hotelmanage]

 To whom it may concern.

          I had AT&T DSL service installed in January, on the 23rd  I was billed on the 7th    of February, it was brought to my attention that the bill was incorrect and  on 02/01/12 I called to discuss the matter.  I remained on hold for over 30 minutes and hung up.  Again on 02/15/2012 I called and finally got in contact with someone, they said the bill would be changed to the correct amount of 100.00 for the router + 30.00 for the first month of service.   With taxes it was supposed to come out to 138. I was also told I would receive a $100.00 credit for my inconvenience.  On 02/21/2012 my girlfriend called because I was out of the country and the bill still was not changed.  I returned from my trip on 2/28/12 called and discovered the bill was still not changed and again was told I would receive a call back within the next 24hours from a manager.   Again I received no call.  I waited till 03/03/12 and still didn’t have a call back, I called, was connected with a customer service agent talked with her for 40 minutes, gave her a call back number and was later disconnected.  I was told earlier in the call that if I get disconnected that they will call me back on the number I gave her. I waited 30 minutes and never received a call back.  I called back 10 minutes later and customer service was closed.  Again I Called on Monday 03/05/12 and was on hold for 45 minutes, eventually I was connected with an agent and was charged $140.00 and was told another note would be put in the system so my internet would not be cancelled, I was also told again a manager was going to call me within the next 24 hours to discuss the fees that I was overcharged on including the installation fee and the 8.00 over the original 30 dollars a month.  Last night at 9:30pm on 03/14/12 my internet stopped working and I was told to call customer service, even though you guys close at 6pm.  I wrote this letter last night, but because you guys cancelled my internet I could not send it.  Early this morning I had to drive to Arizona for my sister’s wedding and I have now arrived in AZ and have decided to call one more time to try and sort this out.   The time is 2:19 PST and the date is 03/15/2012.  Seeing how I have not had any luck with the AT&T agents over the phone I thought I would use email to see if I could get any help.  I have never been so disappointed in my life with a company’s customer service and I hope this problem gets resolved as soon as possible. 

The concerns I stated several times over the phone are the following

1. The original bill stated I owed 252.00 when in fact I was told I would be charged 130.00
2. My monthly bill was supposed to be 30.00.  I have now been told it is 38.00
3. My new frustration;  I had paid my bill for February (140.00), was told my internet would not be cancelled, and that I was going to yet again, receive a call from a manager with in 24hrs and had not. Finally, my last frustration is that my internet was in fact suspended on 03/14/2012 at 9:40PST. I have tried several times to talk to a manager and still have had no luck.

         After writing this letter I called again on 03/15/12 I called and was connected to Maria from Accounts receivable, she transferred me to {personal content removed for safety}, he stated that there was no team looking at the issues I had and Now it was going to be forwarded to two managers, one that deals with high charge reductions and another that deals with lack of communication between employees.  The call lasted 41 minutes, and I was on hold for 18minutes.  It is now 03/19/12  at 10:31 PST and the problem has still not been resolved. 

       In less than a month my girlfriend and I are moving and need to move our internet with us.  My other dilemma is I do not want to cancel my account wit out this issue being resolved, but at the same time because of your lack of customer service (understatement) I do not want to continue with this company.  I hope someone over there can come up with some solution, because it seems to me the only other solution is to report AT&T to the BBB and the CPUC, but what good is that going to do.  I just would assume that a company that is worth over $200 billion dollars would be able to come up with a solution to fix my issue of being over charged $120.00 and maybe, just maybe, be able to have a manager, a supervisor or someone who could actually do something, call me back.  I hope you guys can put your heads together and figure this one out.     

Sincerely,

     Your utterly frustrated, regretful customer, Andrew