09-04-2012 09:36:26 PM
Recently, I have been extremely disappointed with the "customer service" I have received. I have been a very satisfied U-Verse customer up until this summer when the problems began. I was leaving town for the summer for my law school summer clerkship so I called AT&T to place my services on vacation mode , since there was no point in paying for services I was not going to be using. I called AT&T and asked for my services to be places on vacation mode. As I was giving the rep my information, I was informed that there was an outage and that someone would call me back. I never received a return phone call but I figured that since I had given the rep all of my information there should be no problem with my request when they got their systems back online. Later that month, I received my bill for the full amount so I called AT&T back again to figure out why I was being charged the full amount. The representative I spoke with told me that not only were my services not on vacation mode but that there was not even a record of my phone call or request to place my services on vacation mode. I then asked the new rep to place my services on vacation mode until the date I would be returning. He informed me that he would not be able to do that since it was now under the two month period required for vacation services.
The frustration begins..
I informed him that I had called previously and that this was supposed to have been taken care of already. I was working at my summer clerkship at this point and did not have a confirmation number since the initial attempt at this was never fulfilled. After battling with him informing him that I was out of town and did not want to pay for services I was not using, I asked to speak to a supervisor. I was transferred to Dwayne in the Ft. Lauderdale location. I spoke with him and explained the situation and asked him if he could place my services on vacation mode even though it was now a week short of the two month period. He informed me that he would be able to do that for me and that it would go into effect immediately. I made sure to ask him if everything was good and he assured me that there would be no problem and that he was getting it done for me.
Imagine my surprise when I got a bill for the full amount again the following month!!! I proceeded to call AT&T back for the third time. The new rep I was speaking with then proceeded to inform me that once again, there was no record of either of my phone calls or requests to place my services on vacation mode. Now I'm beginning to become infuriated. I explained to him the dates I had called, how I had spoken to Dwayne in Ft. Lauderdale and how this was supposed to have all been taken care of. He continued to tell me that without a confirmation number he couldn't do anything for me and I explained that I was out of town at work and did not have a confirmation number. I even mentioned how on my account page it clearly stated "no tv data usage to display for this month" which should have been more than enough to show that I was out of town for 3 consecutive months and not using my services. I asked to speak to a supervisor yet again because this was getting out of hand. The rep then informed me that there was yet another "outage" and that a supervisor would call me back. Once again..No return phone call.
My bill was due the following day and I did not want to risk it being late and AT&T trying to tack on additional charges so I paid the bill in full which made that the third bill I had to pay in full since this fiasco of trying to put my services on vacation mode began.
I should not have had to pay for services that I was not in town to use, especially when I called well in advance to arrange for my services to be placed on vacation mode. This is also backed my account statement showing zero tv data usage for the time I was gone.
I used to recommend U-Verse to everyone and now I am doubting myself for ever getting it. I sincerely hope that AT&T can fix this issue before they lose more loyal customers like myself.