01-21-2014 07:01:28 PM
Story time... Back in November my internet bill went from $24.99 a month to $46.00 a month. Now mind you, this is for DSL, I live some where that this is the only high speed internet service we get. I called 1-800-288-2020 for customer service. I think I was given the option of what language I wanted to here the menu in. I live in small town America, you can guess what I picked. Needless to say I was transferred to someone half way around the world. I may have been better off to listen to option #2, en español.
I was told that there was no option to get a better price on internet service unless I add a land line. That was a no brainer, save $11 a month even if I don't use the phone. Service was installed in December. Phone worked, internet worked, all was good, I thought.
In January I had a withdrawal from my checking account for $46.00. I thought I was told $35.00 on the phone but shook it off figuring it was a hidden hook up charge. A few days later I receive a disconnection notice via mail. The bill said that I owed $46.06 or my home service and internet would be shut off.
On January 7th I called 1-800-288-2020 again to ask what was going on. What I was told is that I was being charged for 2 separate accounts. The original internet account and the new home phone / internet account. The customer service rep said she fixed the problem and all should be good. I thanked her and rolled on.
On January 13, the home phone quit working, but the internet was still fine. I once again called 1-800-288-2020. I gave the customer service rep the story of what was going on. His first response to me was "Of coarse they shut off your phone, you need to make a payment."
After giving him the old account number he asked me to hold and contacted your billing department. I had a three way call with your billing department and CSR. They seemed to know what they were doing and said that I will be receiving a credit in the form of a check for the old internet bill. The new phone/internet bill would be due on January 28 to give me time to get the check. I was told at this time that the phone and internet would be turned on and I would have uninterrupted service.
Phone call #4 to 1-800-288-2020. On January 17 our internet quit working. When I call I think I got option #2 again because this CSR could barely speak English. I started to tell her the story from the beginning and she hung up on me. At this point 40 minutes had went by and I was pretty p!$$ed off. Wasn't fair to who I was going to talk to next so I decided to call back later.
Phone call #5 on January 20, to 1-800-288-2020, option #2 again. Another 30 minutes on the phone with no resolve.
Phone call #6 on January 21, to 1800-288-2020. I talked to the CSR, went back to the beginning. She told me she issued me a credit and everything will work. She was really short to me. I asked her if the services would work and about the check that I was suppose to be getting. Her response was that I got a credit and service would be working in 4 hours. She then asked me to hold. The next person the transferred me to was a salesperson the was trying to sell me a home security system. REALLY?!? 6 hours later and still no internet. Now I'm burning through my wireless data plan to send you this.
B bbNow ask yourself this, if you were me, and had all you wireless, home phone, and internet services at one place,would it be AT&T?
01-22-2014 06:07:50 AM
Thanks for your post. I'm so sorry to hear about your recent DSL and home phone billing issues. We can definitely help get rid of that old account, so please send us a private message by clicking here.
In your message, please include your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.
Meanwhile, please let me know if you have any other questions or concerns! Once again, I apologize for any frustration and inconvenience.