Teacher
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1 Message
Formal Complaints to the FCC
I wish to file a formal complaint against AT&T, for their billing practices, and lack of accountability. Has anyone had success doing this, and if so, could you provide some insight into the best way to concisely file a complaint? I honestly feel AT&T has gottten too big to address any issue. It is really hit or miss when calling customer service, or billing, and hang-ups are routine. I went to the local AT&T store this evening, out of total frustration, and they hung up on their own associate twice. I provided my AT&T statement, and two bank statements. The associate could see why I was upset, and spent over an hour trying to help. It's beyond ridiculous. So far they have managed to have $125 in bank fees charged to a checking account I am unable to close, because they are charging payments to it, without my permission. They backed out a payment, over a month after it was paid, caused another fee, then suspended my account for non-payment. It's nuts. Thanks to all for any and all help. I'm ready to organize a boycott at this point. The word customer seems foreign to them -- which makes sense in retrospect, as it appears they outsource their billing.
GLIMMERMAN76
ACE - Expert
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23.9K Messages
7 years ago
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Kukens
Teacher
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16 Messages
7 years ago
I have chatted on line with reps, they say they fix it nothing happens. Been tweeting given all my info it took hours of teeets. After 1 day att's social media specialist Monica tweeted, call me I like to help you.
It's a clear fix they could have done from the info tweeted but they don't like to fix things. I have been with them since 1996. But customer loyalty means nothing for them
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Kukens
Teacher
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16 Messages
7 years ago
In my case. And nothing to do just smile and pay extra.
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
For those of you who don't get the way to get results......
You call and ask for explanation and review of billing - you might be wrong. (I've done it, I missed a month on Frontier. I was absolutely sure they were wrong, until I looked through my outgoing payments. I missed a bill 3 months earlier.)
If calling fails. https://www.att.com/legal/terms.wirelessCustomerAgreement-list.html
Section 1.4 send a written notice of dispute.
You can message @ATTMobilityCare through the forum.
Then you can go big guns. BBB, FTC but that only helps if ATT did make a mistake they won't fix And isn't supported by their TOS (see the link again)
If you still can't sort it out see section 2 of the above link.
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Kukens
Teacher
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16 Messages
7 years ago
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sandblaster
ACE - Expert
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64.7K Messages
7 years ago
It is @ATTMobilityCare and it is a legit forum mail/message address. They are a customer support team dedicated to handling issues identified through this forum. They are not doing it on their off time, that is their job.
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
@Kukens
You have made over a dozen posts, you have more than once been told to use the forum message system by clicking here >> @ATTMobilityCare.
Its a holiday weekend so you may not get a response till it's over. This is an easy fix to a dumb error and all you have to do is ask for account review.
They will fix it with back credits.
HOWEVER... You said you switched to Verizon yesterday, so ATT has no insentive to go out of their way for you.
Knee-jerk reaction that may cost you a couple bucks.
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haveintegrity
Contributor
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1 Message
7 years ago
Ditto everything written. We, too have experienced a ridiculous amount of incompetencies on the part of AT&T. The message we get from our numerous chats, calls and emails is that they can outlast us in effort. They truly will put you on hold for hours between their 'efforts' to reconcile problems. We bought into the U-Verse bundle package in late 2015 and they did not make good on their 'great package' of all services on one bill. Not only did they stop providing our 'introductory rate plan,' they have increasingly raised our rates in the sneakiest of ways. Reaching supposed corporate does NO good. That's their way of reassuring you that your problem will be rectified---not! Each agent's reply is that the correction will come out in 'next month's billing cycle.'---5 months later and still increases. And amazingly, they do not have the capability to respond with an email follow-up confirming all that they promise to reconcile. Such light speed technology and they cannot email a work order ticket/confirmation or smoke signal.
The latest response is their ploy to 'save us so much more money by switching us to Direct TV.'... Cannot help that they have shelled out a boat load of $$$ and now need their customers to pay for this. We are perfectly happy with the reception of U-Verse.
At&t is not only forcing customers to find alternative service once contracts are up, they are forcing us to take legal action. If anyone has information on one already in progress, could you please reply?
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
FCC does not resolve billing disputes.
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
7 years ago
@haveintegrity
enjoy arbitration...... That is your only recourse.... Read your TOS(Terms of Service)
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