01-25-2013 02:05:09 PM
The church where I attend in Auburn, AL decided to end the service with AT+T after years of service. All in our church now have cell phones, many with AT+T, so our local phone is no longer being used. When I called in about 1 1/2 months ago I received the worst possible customer care experience I had in my life.
After being transferred to the disconnect department, it became apparent that I was going through a process where the person could not understand me and that she was simply going through some kind of checklist. She later confirmed that she lived in Manila! I was told that we have a 3-year auto-renewing contact that started in 2005. In order to discontinue the service the church would be charged $1,000.00. I asked to speak to a supervisor and after several lengthy holds, I was told to leave a number and I would get a call back. The call never came.
We carefully looked at our records and could find nothing concerning this contract. No one in the church is aware of any such agreement. So I decided to call today to see if I could talk to an adult who could at least work with us on this situation. While I did talk to 2 very nice ladies, they both told me that they had no authority to work with the church on this issue.
In my life I have learned that there are good companies that will communicate and work with each given situation. These are the companies I will do business with. There are other companies that try to take every dollar they can and absolutely refuse to work with their customers. Which one is AT+T?
I do not want to be put in a position where I will have to fight this. The few I have mentioned this to are shocked. Please give us an alternative. I know. AT+T will suffer more harm in this than we will. Can someone help us?
01-25-2013 03:02:10 PM - edited 01-25-2013 03:06:09 PM
Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
You can try this group and see what they might be able to do to assist you. They might assist you with a copy of the contract if they have it and if not let you out, but if you in fact have a contract, the early termination fee is hard to get out of for a business. In my line of work we run into this very often and the results are not going to be what you hope for.
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01-25-2013 09:06:55 PM
If this is a Non-Profit, or Profit business, best thing to do is to go into a local ATT store and personally speak to a ATT representative, than talking over the phone.
Monday through Friday is pretty much when you are going to speak to a actual reap that handles business accounts. I used to deal with them when I worked for Cingular back from 2000 (when it was Cellular 1 in my area (IL)) to 2003, and a lot is working withe customer to get all of the info if you do not have it available through the tools at your availability as a rep, but 99.99% of the time, a CSR on the phone has the ability to see what has been going on, and any contract periods for your service.
"Ren: Now listen, Cadet. I've got a job for you. See this button? Don't touch it! It's the History Eraser button, you fool!
Stimpy: So what'll happen?
Ren: That's just it. We don't know. Maybe something bad, maybe something good. I guess we'll never know, 'cause you're going to guard it. You won't touch it, will you?"
01-28-2013 06:07:01 AM
Count me as one of the shocked ones but we definitely need to take a look at the account to figure out the right way to go about this.
If you haven't, please take BeeBeeSA's suggestion and send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you.
To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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01-28-2013 04:26:01 PM
so that is false.