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Is ATT / DirectTV intentionally scamming seniors?
After assisting my senior citizen mother with her bills we discovered she is paying $53.99 a month to ATT for premium movie channels which she does not use. We called ATT customer service on 1/31/2019 with the request to cancel her premium services. After 90 minutes on the phone and three elevated service reps, ATT would not assist us as my almost 80 yr old mother did not remember her pin number or her favorite restaurant from when she signed up for her account over 15 years ago. We had her ATT bill in hand, her birth day, her ss#, her address and her youngest child at-the-ready but because an elderly woman couldn't remember if she liked Olive Garden or Bob Evans better in the 90s she was completely shut out from her account. In addition to being shut out from her account we were also told that she would need to drive 20miles to the nearest ATT store to resolve her issues. After expressing my dismay for them demanding I take a senior citizen who had just been released from the hospital for treatment of pneumonia out into a polar vortex, I was subsequently hung up on by the third and final rep that we spoke to.
As a consumer, I can only deduct that this company is deliberately making access to accounts difficult for their senior customers. I can only imagine how many senior or elderly adults give up hope after being told again and again that they can not be helped.
With much frustration, I took my complaint to ATTs social media outlets. The Facebook "social media specialists" that responded to my issue all said the same thing " Thanks for reaching out to us - can you shoot back some details so we can help?" .... but no one helped. They just kept responding with that same hope inspiring message. In all, a total of three FB "social media specialists" reached out to me on the same night and no one helped. My next attempt was Twitter - I'm assuming the same people man both accounts because the same response was given.
My next step was to two days later take my mother to an ATT store. I met with a store manager at the Easton Market Place in Columbus Ohio, where we were told they could assist us and the premium movie channels would be removed.
Nine days later (2/9/19) we receive a bill that reflects the same $53.99 charge!! Thanks for looking out for our fragile senior citizens ATT! I'm sure that $53.99 is a huge chunk of their limited monthly income. Please stop making access to senior accounts so challenging. If I had wanted to pay my mother's bill that first night, you would have taken her money with the simple 9 digit account number that identifies her account - but because she wanted to reduce her monthly services you made it absolutely impossible for her to access her account.
SHAME ON ATT!