Can't secure your AT&T Digital Life security system? They can't help according to customer service.
Sure, there are plenty of negative customer service reviews around. But, this is one that I feel everyone should read. I have been an AT&T customer since they were Cingular Wireless. Yeah, that long. So, when I moved out of Mom and Dad’s and saw AT&T rolled out a home security package, I was thrilled…initially. The first few months were great. Security camera, alarm system, window chimes, all for a not-too-bad of a price? Sign me up! I moved my service with AT&T and it was painless. And then today happened. I was locked out of my apartment yesterday due to my door being jammed. My boyfriend and I figured out it was the door lock that had become loose, but the screws were stripped so the logical thing to do was call AT&T and explain that I needed a technician to come out and fix my door lock as I could not secure my apartment. I had an appointment set for today (6/20/17) with a window from 1-4PM EST. When 4:30PM EST rolled around and there was no technician, I called AT&T to check in and see what was going on. I was informed that my appointment, which was an emergency appointment as I could not secure my apartment, had been changed to 7/18/17 (yes, almost a full month from today) with a window from 1-4PM EST. I asked to be transferred to a supervisor to discuss why my appointment had been changed and why this was not being taken more seriously. I was then informed by the representative while waiting to get her supervisor that my issue was not a “qualified emergency” and that is why my appointment had been changed (without giving me any notice as well). When the supervisor got on the phone, I explained the severity of my situation once more. I could not secure my apartment with the security system provided by AT&T. He explained to me that he could not help but could place me on a “stand-by” list in hopes that a technician could get to me sooner, but that I should have had another point of entrance to get into my apartment. Sure, I see his point, but how does that apply if you’re on the 2nd, 3rd, or a higher floor that isn’t ground level? How does one access his or her apartment then? I then asked to be transferred to someone who could terminate my account as I think it is pretty ironic that the security system I pay for each month cannot secure my home. I was then transferred to the Emory Hospital in Kentucky. Yeah, I was very confused too. I called back asking to speak to a supervisor and was told that the representative was waiting to get a supervisor for me to speak to, but that it would be $586 and some change to terminate my account. The account that is supposed to secure my apartment, but doesn’t, and when I asked for help, I was told I was out of luck. Would you leave your home if you couldn’t secure it? I had a beyond terrible experience with customer service, and my sense of security has been taken away, by my security system. Ironic, isn’t it?