Billing Issue AT&T does not care to resolve

Mart07 · ‎11-14-2012

To the office of the President:

My husband and I have been long standing customers of ATT for the last 13 years. We are very concerned with a series of not only charges we have received but lack of communication we have received from ATT. From November 12th, 2012 through November 14th 2012 we have spent over 4 hours on the phone with representatives to remove Mobile Protection and Mobile Insurance from our plan. We have been charged for these services since September and were not advised of the addition of these services to our account. They were somehow erroneously added to our account by somebody but not authorized by me or my husband. As a result, the representative I spoke with around noon on Monday advised that she would be crediting my account the cumulative charges of 93 dollars to my account. Subsequently, later that day we received an email from adjustments indicating that they were reversing this already approved credit.

That evening I contacted ATT and spoke with a representative named Tamira Brown for one hour and 17 minutes. She was receptive of my issue and was attempting to reapply the same credit which was denied but what also unsuccessful. The following morning I connected with a gentleman named Ed in retention. Ed was helpful and received approval from Candace his manager to apply these credits to my account for the services I did not approve. Then, at 5 pm Tuesday evening, we received another email from Jose A. and he advised that he would not be applying the credits which was already approved by management. It seems management approval means absolutely nothing and we were beginning to release all customer care is capable of doing is to deliver empty promises to appease the customer and get them off the call.

As a result, still that evening we decided to move forward with calling Business Client Retention and connected with a woman named Marcia. Marcia said there was nothing she could do because we have been issued "too many credits" since July of 2012. These credits were issued for a variety of reasons – namely being that my husband and I were not having any internet service on our phones during July and August. We receive barley any service in our house and in September we had issues when ordering our iPhone 5’s and we were credited based on those issues.

I would like to say that the service we received in your Manchester, CT Buckland Mall store and the Middletown Main Ststores were stellar. However, the area manager (person responsible for supervising the store managers), Matt, provided my husband and myself with deplorable service and his nastiness was an absolute disgrace to not only my husband and myself but as a reflection of the type of supervisor that ATT employs. I had admitted to him that all the time I was spending to deal with his company was taking time away from my family. His response was that is was not his problem and I should find a better way to spend my time.

Furthermore, during September and October the customer non-service number was a horror to deal with from just not caring to poor service all around. Additionally, we were advised based on lack of cell phone service over the last couple years that we would need a microcell. When speaking with customer service in September and October I was promised that we would be sent a microcell free of charge as our neighborhood is a known problem area where service is lacking – we only have one bar from the minute we get off the highway (in a valley between two highways).

To our dismay, the order we were promised was never placed and as a result when speaking with retention we were offered the microcell at 99.99 – 50% off. Not happy of course because we pay our cell phone bill in full every month for service (which is over $120/month), we paid this on our credit card but were not happy having to do this as the store did not have any in stock and could not refund us. We have now not only spent more time but even more money for issues that are not our fault and do not seem fair to good long term loyal customers.

I am writing this today to voice my unsettledness that I had services added to my account which were not authorized by my husband nor myself. We were charged and the service was removed but no one seems to be willing to provide credit for the 93+ dollars which we spent for the service. We feel this is immoral and ethically wrong. It is not right that this happened and the lack of ability to rectify this is a disgrace. My husband and I are seriously considering switching providers to one who will care about our business as well as take strides to value our commitment as customers.