Erroneous Charges on Wireless Bill
I've been a loyal customer for somewhere in the neighborhood of 20 years. (AT&T labeled me a "gold" member...whatever that means) Today I discovered that the iWatch I ordered in April of 2019 somehow has two lines associated with it on my account. AT&T acknowledged the issue, agreed that the additional line had never been used, and then offered to credit me 2 months of the 11 months of the money I paid for these fraudulent charges. In fact, it shows up on line as a Samsung Galaxy phone but shows up on my bill as the iWatch with the exact same specifications of the iWatch I ordered.
Wow! If this is the treatment your most loyal customers get, I'd hate to see how new customers are treated. The customer service reps basically told me that "there are terms and conditions I agree to when I establish my accounts". Problem is, I never established this account. Pennies in the pocket of a multi-billion dollar business that had an opportunity to set things right with a life-long, loyal customer of 20 plus years. The rep even went so far as to try to say that I must've set up the account. Really? Just a second line for the same watch? Just because? And now I'm trying to rob AT&T of the equivalent of around $200.
Here's the deal, and I'm sure it's in your records. A few years back I ordered an iPhone and somehow AT&T sent me two. I received one, and then the following day I received a duplicate. Although federal law dictates that I could've kept the phone because the company sent it to me unsolicited, and even had quite a few friends who called me foolish for even considering returning it since by law it was mine to keep...I decided, because of my own personal values, to return it. So I contacted customer service, explained what happened, and then was basically warned by the rep to not open or tamper with the phone or I would be charged the full price. Not even a "thanks so much for returning the $900 phone we accidentally sent to you." That should've been a warning to me on what I could expect in the way of customer service issues in the future with this company.
You see, you've been a GREAT company as long as I've paid my bills and purchased your products. Now, when you've made an error and it's time to put some value in that "customer service" you're so fond of boasting about in your advertisements...you fall flat. I will be ending my service with AT&T and ensuring that all of the military service members I work with as well as my family and friends are well aware of what to expect in the way of customer service from your company...when it really matters.