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jcjazzbo
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Teacher

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28 Messages

Wed, May 4, 2016 4:22 PM

Warning about Digital Life and Unfullfilled Promises!

Four months ago I changed the financial responsibility of my father's Digital Life security system to me since he went into a nursing home and I moved into his home. His name is XXXXXX and his Digital Life account number was #***. My new account with you is ***.

 

At transfer I was told by several individuals the plan would remain the same at $29.99 per month. It was just a matter of doing of soft credit check and adding my name. My experience has been far from the truth. You haven't honored the same $29.99 plan and won’t do so after initially saying you would. I'm charged $39.99 for the same service. I have fought each month since taking over his account in February of this year by having to make a lengthy telephone call and receiving credit for the difference and now I'm done. For the record, I also experienced significant issues having the existing equipment changed or replaced. Three different individuals were involved from your external vendor and no one wanted to assume responsibility. I don’t know if my equipment is new or existing after these people spent hours at my home.

 

Last month, April, I called in an attempt to cancel your service and the person I spoke with said you would place me into a new promotional plan at $25 per month for 8 months to keep me. Great, I agreed to it but my bill today again came back at $39.99, no change from all the previous months. My frustration level is beyond angry over your company’s incompetence. I was told when I cancelled on May 2nd I would be assessed an early termination. I will not and plan to take additional action if such an attempt to collect an early termination fee is attempted since I have maintained detailed records of your unfulfilled promises. You are welcome to come and retrieve your alarm equipment anytime with notice to me since it has been disconnected.

 

At my last call May 2nd, I spoke with Tina who attempted to conserve my account again since it had been mismanaged so much but after several checks with other parties she wasn’t willing to agree to my terms to keep me as a customer. Before I finally cancelled I asked to speak with a supervisor about my issue but was told they weren’t available. I asked for a name and or ID of the person and was told it couldn’t be disclosed. Tina did take my contact phone number and said she would have her supervisor call me which never occurred. This is the second time I have had this exact same type of encounter where no name or id would be provided and no one called back as promised. Absolutely horrible customer service in my opinion, when someone with authority doesn’t want or won’t talk to the customers who pay them.

 

For your information, I also made a decision to keep my father’s At&t telephone and DSL service and when placed in my name they cancelled out his early termination and just established new service in my name with no termination to him or me.  It’s too bad Digital Life wasn’t so easy to work with.

 

Tina also wasn’t willing to provide me the pro-rated amount I know I owe you on my last bill from April 15th to cancellation of May 2nd. The current bill actually shows from April 15th to May 14th but my cancellation was effective May 2nd. I asked for the amount currently due at $25 plus tax for the period. $25 being the amount I was quoted last month. Therefore, I am enclosing $17.00 what I think the prorated amount would be from April 15th to my termination date of May 2nd, 17 days, based on the $25 per month commitment you made in April 2016.

 

To summarize the facts again:

  1. I made an agreement to assume my father’s At&t digital life account at $29.99 per month which hasn’t been honored by you as evidenced by the monthly bills you continue to send at $39.99 and subsequent adjustments that have been made each month after my phone calls.
  2. You will make an attempt to collect an early termination which I will not pay and plan to take additional steps if you try to collect. You may collect your alarm equipment at any time with advance notice.
  3. I calculate I have spent over twenty hours since January of this year dealing with your company on my multiple alarm service and billing issues which is why I no longer want to be affiliated with you. I will continue to express my opinions on social media about doing business with you until you reply back to this memo indicating my account is closed and paid in full.

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

jcjazzbo

Teacher

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28 Messages

6 y前

Here's an update on my initial post.

 

I received a letter from Digital Life seeking payment for the service period May 5th thru May 14th, $26.29. I cancelled my service and account May 5th.

 

Can you believe they are trying to collect for service I didn't receive from May 5-14? AND threating collection for $26.29 of that period! This clearly constitues harrassment by this utility company.

 

 

 

 

Community Support

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6.9K Messages

6 y前

Hello @jcjazzbo

 

You are posting on a customer forum to get resolution for your billing concerns. You would be better served contacting Digital Life via chat or phone 855-288-2727.

jcjazzbo

Teacher

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28 Messages

6 y前

Are you kidding!!! Calling is a joke if you want to be on hold at length then have someone who can't help! Did you read my original post and see how many hours I have spent on the phone with At&t for a variety of issues including this one where I even mentioned the last persons name I spoke with?
Calling is futile and representatives have no authority or are incompetent.

Tutor

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6 Messages

6 y前

This is clearly a company in trouble. My experience with them is just as bad. The funny, not so much, thing is when I finally got a call from someone who could actually do something about my problems they had no idea how bad their customer service treated the customer. Clueless. Long hold times shortest 17 minutes, once, average 1 hour on 8 tries. Management needs to get their heads out of the sand and address these concerns. As a long time AT&T customer and stock holder I hope they get this fixed. I would not recommend Digital Life.
Kaygee747

Mentor

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49 Messages

6 y前

Agreed! Calling the customer support number, and I use that term loosely, is a joke!

IF you get through, after waiting 20+ minutes, you will receive either a rude person, a useless person that cannot answer any of your questions, or someone you cannot even understand!

Contributor

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3 Messages

6 y前

It sounds like many people have had the same problem. Their customer service is so bad.

 

On May 3, my husband called to cancel our Digital Life services. We have recently sold our home and moved in with his parents while we build a new home. During this phone call on May 3rd they told him that we needed to transer our services to the new owner of our home. So we gave the new owner of our home one week to call to sign up. We do not know the buyer of our home and have had no contact. I called Digital Life again on May 9th. The new owner of our home had not called to sign up for services. At this time, I felt like it was a privacy concern that we were controlling/ had access to her alarm system. I wanted it cancelled. I also did not want to pay for someone elses security system. The person I talked to said that my service would be cancelled in 14 days. I called again yesterday, May 23rd, 14 days later, to confirm that my services were cancelled. After being on hold for over 35 minutes I was told they were not. The new customer service representative told me that my services were not even submitted to be cancelled. After multiple transfers, and long hold times, I was asked if I wanted three months of free services (mind you I am homeless and no longer live in my house). 

My husband and I were planning on using Digital Life in our new home, but have completely changed our minds. After talking with two customer service representatives that were rude (one of them even said "Hello?" to get her point across in the conversation) and after being told two completely different things I will not go with Digital Life again.

jcjazzbo

Teacher

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28 Messages

6 y前

Thanks to everyone who piggybacked on my initial post about this poorly run business. Certainly there is no leadership by example with At&t Digital Life and those at the top and front line leaders need to be replaced.

 

That likely won't happen but as it continues and we voice our displeasure At&t will either make changes or sell off the business to a company that does care about its customers.

Community Support

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6.9K Messages

6 y前

We are listening to your concerns! As we work to address the issues related to hold times an alternative is to contact Digital Life via chat.

Tutor

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6 Messages

6 y前

Using chat in my case did yield a response from a supervisor in the Houston office but even with that did not yield a resolution to my issue. The only thing that did produce a result was when I, wait for it, received my first and only phone call from an escalation specialist. She was the first person to give me her full name and a phone number to call her back DIRECTLY! I was amazed. She promised me a return call and she did fully resolve my problem. So my odyssey that began on 4/28 was resolved on 5/20. Long wait times ineffective customer service and policies and procedures that do not advance the treatment of a good customer are problems that need to be addressed. Upper management at Digital Life are not aware of these problem areas. This will be my last post. I have spent way to much time on this issue.

Community Support

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6.9K Messages

6 y前

Hello @Bake52

 

I'm happy to hear I was able to get your issue escalated to the right person. I wish I would have known about your issue sooner and saved you a lot of headache. I know you were skeptical that you would ever get a resolution and I apologize for that.

jcjazzbo

Teacher

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28 Messages

6 y前

Since it sems evident At&t is monitoring this thread let me try this....

 

At&t Digital Life my post is still showing above from May 4th. That's my chat to you. What are you going to do about the bill you just sent me for $26.29 for service I didn't receive from May 2-14? (It breaks down from the inital amount of $43.29 minus the $17.00 I sent, which was an estimated pro rata amount I calculated for service I did receive based on your quote of $25 PRIOR to May 2nd) Maybe you should re read my post.

 

What are going to do about the early termination bill you just sent me for $497.45 that I refuse to pay because you didn't full fill your promise to honor the $29.99 monthly service after I assued my fathers account?

 

You have my email and phone number on file should you wish to discuss which I am surprised you haven't already done so by this time.

 

Community Support

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6.9K Messages

6 y前

Hello @jcjazzbo

 

Again, I think your issue is best served by contacting Digital Life Support via chat or phone 855-288-2727, option 4.

jcjazzbo

Teacher

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28 Messages

6 y前

Is this just a canned response that reappears or what? What purpose would it serve to go to chat or call someone that hasn't already been mentioned in my initial post here? This IS a form of chat.... Did you see I how many hours I have already spent on the phone to Digital Life with no avail?

 

As I mentioned above you have my chat in the first post I made at the top of this thread, you have a subsequent post I made May 26th shown above you have my phone number, email and home address, I have had no reply. Why? What does a "live" chat do that can't be done here to save me an hour or two and to bring an issue up that someone would have no clue about if I started a live chat?

 

My issue with you is clearly stated here. I gave you my account numbers, you have my contact info. If I went to chat I would only copy and paste the first post above and wait and wait and wait. Be specific about why a "live" chat or call would address my problem.

Community Support

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6.9K Messages

6 y前

Hello @jcjazzbo

 

I do not have any of your personal information (phone number, address, etc.). Any information shared on this public post will be removed by one of the many moderators to protect your sensitive personal information. You will notice in the posts above all personal information has been removed. You are posting on a customer forum. We have individuals like myself that address issues that arise, however keep in mind again you are posting to a customer forum. My recommendation for you to conduct a live chat to Digital Life Support was simply for the purpose of showing value to your time. After reading your issue I was only attempting to direct you to a place other than phone that you may not have been aware of that could handle your issue in real time.

 

However, I can attempt to address your issue. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:

  • Your name
  • Account number
  • Address
  • Contact number
jcjazzbo

Teacher

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28 Messages

6 y前

Geeezz, why has it taken this long for someone to acknowledge this!!!! This is absolute proof of the poor service I have been speaking about in this post. Finally, someone is willing to look at my issue originally written May 4th.

 

I just sent my information through the private link you provided.

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