Who and What is TELCO?
I've been waiting and waiting for my paper bill to arrive in the mail. Got onlline and noticed something quite interesting. A little statement saying "You have decided to go paperless" with a green checkmark next to statement. I have been with DirecTV for years, and have ALWAYS received paper billing statements delivered to my home adddress. Why? Because that is my PREFERENCE. So, now I have 2 reasons to call DirecTV/AT&T. As I normally would, I called (Phone number hidden). After going through the automated system for billing questions, I was transferred to a customer service agent, spent at lease 10 minutes on the phone. She couldn't seem to find my acccount using my phone number. Then after explaining my billing question, trying to answer it, and finally told me I needed to call a new phone number 800.288.2020 TELCO. As explained, this is a new umbrella portion of DirecTV for landlines. Oh, I see & when was I going to be notified of this change? She didn't know. Not a word on DirecTV.com or on my previous statement, where a column exists "What Changed Since Last Month", with this note: There were no changes to your account this month. Please keep in mind that I DID NOT RECEIVE A STATEMENT THIS MONTH because someone, and of course it was me because they cannot change this at their end, so said both customer service rep. to whom I spoke. The new change was NOW after years and years of paper statements, I changed the option to paperless billing. I looked through my previous statement, and cannot find one place where I would have that option to make that change. However, since there is so much writing on the statement, I could have missed that part. I do know that every time I call DirectV/AT&T, I am asked if I would like to change to paperless billing. NO, NO, NO!
Now, I hang up and call the new phone number 800.288.2020 TELCO. The new customer service representative seemed taken off guard a bit, and she could not find my account with my LANDLINE PHONE # either, had to give her my account #. She explained to me, that from now on, I am to call this new number regardless of the issue. If the satellite dish falls off, or to change programming, whatever, I now call this new number. AND, if I got the message right this is for landlines only, and I know that I did NOT change to paperless billing, it is obvious to me that the current changes made included CHANGE TO PAPERLESS BILLING.
On DirecTv/AT&T website there is NO mention of this change, and ALL customer service numbers are still (Phone number hidden). The same for my last statement in the mail.
HERE IS MY FAVORITE PART. I asked that a paper statement for this current billing be sent to me. CSR asked if I had ever requested a paper statement to be mailed to me in the past. That took me off-guard for a few seconds. I then said not that I remember, and why do you need to know that? She told me if I had requested a previous statement sent to my home, I would be CHARGED for this one.
DIRECTV/AT&T and now TELCO, you have some problems and I don't appreciate being blamed for them. GET your act together, provide your customers with current information, and PROVIDE YOUR CUSTOMER SERVICE REPS with the new information. I get the feeling that you, DirecTV, etc. started "rolling out" this new program like you did with the complete CHANGE in the MENU. AND, BY ROLLING OUT, it was explained to me that not everyone was receiving the change aat the same time, thus "rolling it out". I would think you would have learned your lesson from that FIASCO, apparently NOT!
I do need to call DirectV or TELCO because of transmission issues, and you better pray to someone that when I dial 800.288.2020, whoever answers better know ALL of the answer to ALL of my questions.