10-21-2012 11:45:22 AM
I am writing to express my frustration in regards to an incident that happened to me this weekend. I have signed up for U-verse and was awaiting installation on Saturday from 9-11am. The tech never showed up so I called At&t customer service to ask about the installation. I had received a phone call on Friday to confirm the day and time. When I called customer service they told me that I had cancelled the installation. Turns out they called my mom's home (we have the same name) and since she had not ordered any services she cancelled my services. Customer service did not check for address (which is different) and when my mother was prompted to provide her passcode she stated she didn't have one and they still continued to cancel someone else's installation (mine). I was unable to get my services installed that day and am very frustrated because I stayed home specifically to get this done. I am glad it was my mom whom they got the mix up with but it's pretty scary to think that they will bypass passcodes and not fully verify customer information before making any changes. Why even have passcodes if they are not used to authenticate accounts?