MOST HORRIBLE CUSTOMER SERVICE....EVER!!!!!
I signed up for AT&T Uverse on 8/14/19 with a customer service rep named COLTON. He assured me that I would get specific channels I was interested in -- specifically confirmed that I would receive CNN, FOX News and CBS (which was in dispute with AT&T at the time). Service was hooked up a few days later and I did NOT receive those three channels. I would have NEVER signed up for this service if I were not LIED TO by COLTON.
Called to cancel the service. BAU confirmed that my service was cancelled and was done so within the 2 week cancellation period. I started to get bills for a $405 early cancellation fee. I had to call several times and was told that this would be taken care of and that indeed my records showed that it had been cancelled within 2 weeks. I kept getting bills for $405 -- now past due for this early termination fee. I called several more people at AT&T and a rep named STEPHANIE assured me that the balance was clear and noted it in the system.
In November I got a note from a collection agency ......AT&T had turned over my account to a collection agency!!! I wrote a letter disputing the charge and stating the dates, names and EMPLOYEE REFERENCE numbers of the people that I spoke with. Their recordings always say that the call is recorded for "training and quality purposes"....so go back and check the recordings AT&T. The collection agency went back and disputed my claim and then I called back a few weeks later and was told that "AT&T had said the claims were justified and that I owed this amount!!!".
I spent another TWO HOURS AND TWENTY FIVE MINUTES on the phone with AT&T customer service -- I started with Kylin in the Atanta office who wouldn't give out his employee number who than transferred me back to the main loop to start over. I spoke with John in the San Antonio office in he U-verse Loyalty program (not sure why i got there!). He stayed on the line till another lady came on the phone who then transferred me back to a loop and I somehow got transferred to the Spanish speaking line (I don't speak Spanish so not sure why I was transferred there!), then got transferred to Finance and spoke with Paula Employee #DDF3KF9 (who doesn't handle collections"), Jenny in Billing Employee # Jx611M inthe Philippines, and finally to her supervisor RANDY Employee #RA6488 who assured me that he saw that the account was cancelled within 2 weeks and I shouldn't be responsible for the charges. I asked if he could please send an email to let me know that. I was told -- NO ONE IN HIS BUILDING CAN SEND OUTSIDE EMAILS FOR SECURITY REASONS TO KEEP MY INFORMATION PRIVATE......ALTHOUGH MY PRIVATE ACCOUNT INFORMATION HAD BEEN TURNED OVER TO A COLLECTION AGENCY! I was told I would get an automated note in 24 hours showing that the account information had been updated and I could log onto my account and see that it was cleared (WHICH I CAN'T BECAUSE THE ACCOUNT WAS CLOSED). Needless to say, I did not get the automated email. I got on a three way call before hanging up and had RANDY EMPLOYEE #RA6488 tell the Credence Collection Agency that the account had been resolved and that AT&T was responsible for the balance. I thought this would finally resolve things.
NOPE! On 1/14/20 I called Credence Collection agency to confirm that they had received something from AT&T. NOPE They told me that I still owed the $405. I called AT&T back and was told by the recording that my account was past due by $405 and then went through the horrible maze of holding on the phone at 8:24pm and after holding for 17 minutes and 49 seconds a recording came on that said "due to circumstances we are unable to take your call at this time"....and then the call disconnected.
I honestly think this could be called Harrassment and I am thinking of filing charges to get this nonsense to stop. I have been trying in earnest to resolve this issue for the past few months and I don't know what else to do to resolve this. Should this be considered Small Claims Court? Better Business Bureau filing?