Re: Data Overage and Billing Issues
10-29-2013 01:56:43 PM
Thank you Dmitriy,
Your explanation makes the most sense. Obviously I believe that the ATT reps made a bad business decision and compounded the situation by not paying attention to the fact that:
1. I was out of contract and free to terminate my contract for any reason.
2. I made it clear that I was traveling and considered my dispute still pending.
3. I paid the remainder of my account as I normally do.
4. I made it clear that the matter was not going away.
As an update, I received an email today asking me to call ATT to discuss my concerns. I responded to the email and informed ATT that since my phone was disabled, I could not make a phone call. So I initiated an online chat.
In my opinion, ATT did not deserve any more of my time and consideration, but decided to extend myself again.
I informed the rep during the online chat that I had ordered a $30 payment from my online banking, and once ATT received it I would be unlocking my phone and moving to another service provider. The rep quickly credited the $30 and restored my service, and when I asked about the days without service, that amount was credited to my account also.
So my point is that ALL of this was predictable. I spoke and chatted with at least 3 ATT reps who either could not or would not solve my problem... until after I was extraordinarily inconvenienced and upset being disconnected over a $30 bill. It also is not as if I had not communicated my concerns to ATT and made it clear that ATT was free to bill me for whatever they wanted, and of course I would be forced to pay... but that I would almost certainly move to another service provider.
When I returned to my home city, and after some difficulty arranged for a pick up at the airport without benefit of my cell phone, I went directly to a competitive service provider. Immediately.
Now I have done the research and know that there is a better plan for me with a competitor to ATT. I never would have accomplished any of this had not it been for obstinate customer service reps. I probably have spent a total of 5 hours either chatting in person or online with ATT over this, and am grateful for the final representative who offered the logical resolution and credited my account and restored service.
Will I switch to a competitor now? I will weigh the advantages vs. disadvantages. ATT provides excellent coverage and horrible customer service, on the whole. Yes, my problem is ultimately solved, but I'm not sure it was worth it to me. We'll see... at least your response and the last Rep have me off the ledge.
But I would not have been there had not the matter been handled poorly in the beginning. I felt like I was a student, under contract, and willing to be bullied with loss of my phone. By the way, I did not ask for a credit... I waited for it to be offered. I don't know if it was worth my time over $30. I'm quite confident it was not worth the expense to ATT to fight over $30. And to others out there... unless you are willing to be patient and fight, it is easier to switch. If I switch, it will save me money in the long run.