Customer Support Comments

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Customer Support Comments

[ Edited ]

I am new to this game and I don't know where to post my comment.  Hopefully someone will read it.  AT&T is defrauding its customers with international calls.  I let the phone ring once, and the billed me 25 times $3.52 just for placing the calls.  I explained to them that there was no connection, and they replied I used their line to make the call.  To make a long story short, one supervisor said she would remove the charges, "Call Back" and make sure it was done.  Guess what, no log on her saying she would remove the charges, and now I am fighting a battle.  I read their disclaimer, and nowhere in the agreement does it state that placing a call is a chargeable offense.  So they are defrauding the consumer and want to take $11.00 of of a $270.00 bill.   I am not having it and will fight till I drop.  So be very carefully of your international calls, to your love ones fighting in Afghanistan.  AT&T really leads the way for our troops.

 

 

[Subject edited as new thread was created] - moderator

Message 1 of 7 (703 Views)
Former Community Manager

Re: Customer Support Comments


Blackmole47 wrote:

I am new to this game and I don't know where to post my comment.  Hopefully someone will read it.  AT&T is defrauding its customers with international calls.  I let the phone ring once, and the billed me 25 times $3.52 just for placing the calls.  I explained to them that there was no connection, and they replied I used their line to make the call.  To make a long story short, one supervisor said she would remove the charges, "Call Back" and make sure it was done.  Guess what, no log on her saying she would remove the charges, and now I am fighting a battle.  I read their disclaimer, and nowhere in the agreement does it state that placing a call is a chargeable offense.  So they are defrauding the consumer and want to take $11.00 of of a $270.00 bill.   I am not having it and will fight till I drop.  So be very carefully of your international calls, to your love ones fighting in Afghanistan.  AT&T really leads the way for our troops.


I'm sorry that you've been having issues getting your billing straightened out. 

 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I'd like to have someone give you a call to review your billing statement and international calling to make sure you have the right plan for your needs. 


To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Message 2 of 7 (681 Views)
Contributor

Re: Customer Support Comments. Very bad experience.

[ Edited ]

'm here to post a complaint about wireless customer service. I have been a customer for over 5 years now and up until 12/2011 I was a VERY HAPPY customer. I have changed my rate plan several times, trying to get a happy balance, not to many minutes, not to few. A couple years ago I was on a very high minute plan, at the end of the year I had accumulated quite a lot "somewhere in the neighborhood of 9,000 to 10,000+"  rollover minutes, so I changed my plan in order to save money and use the rollovers up the following year. At the end of the year I received an outrageous bill, $800+, so I called customer service and the lady that assisted me was very pleasant she reviewed my bill an seen that my rollovers had expired, she adjusted my bill an returned my rollover minutes that I had bought from the previous year. Very good customer service, very happy. This year on the other hand was not even close, my rollovers fell off my account again "yes believe it or not I still had about 5000 rollovers"  NOTE:  you do not get a notice that your rollover minutes are falling off. I called again as I had in the past about an outrageous bill, I spoke with James M. about my bill, of course my rollovers had expired which is why it was over $600. I explained that I was reinstated my rollover minutes last year and my bill was adjusted. That's when it all fell apart, he was the rudest person I had ever had the displeasure of speaking with. He told me he DID NOT have to reinstate my minutes and that it was a courtesy that was extended to me the previous year and that it's at the discretion of the representative, and basically he had no intention of adjusting my bill or returning my minutes. Does this mean if the customer service representative likes the way you sound you'll be taken care of as if you're a human being supporting their pay check? That's not even the long version, this went on for over 10 minutes, I finally told him politely that I was ending this phone call and I would call back after I wasn't so furious. Just who does he think he is, talking to me like I was nothing more then a dirty piece of gum on the bottom of his shoe!?!?! TOTALLY UNCALLED FOR, INEXCUSABLE BEHAVIOR!!!  Short but sweet, I called back and spoke with a woman that did adjust my bill, she didn't give me my minutes though. Here's the kicker. My daughters and my phones have not worked properly since that day. Our batteries won't stay charged, we have a lot of static on calls and I had to call AT&T in order to login to my account to pay my bill, after over 5 years of it working perfectly. I did speak with a very nice woman that was very helpful. She had to send a new password to my phone in order for me to get to my account. Oh yeah, my email address was changed on my account without my know it. Now how's that for{word filter evasion}. I know 1 bad apple doesn't spoil the bunch, which is why I mentioned to other 2 very pleasant representative. I just feel that this kind of behavior should be addressed. 

Message 3 of 7 (627 Views)
ACE - Expert

Re: Customer Support Comments. Very bad experience.


lswin1 wrote:

'm here to post a complaint about wireless customer service. I have been a customer for over 5 years now and up until 12/2011 I was a VERY HAPPY customer. I have changed my rate plan several times, trying to get a happy balance, not to many minutes, not to few. A couple years ago I was on a very high minute plan, at the end of the year I had accumulated quite a lot "somewhere in the neighborhood of 9,000 to 10,000+"  rollover minutes, so I changed my plan in order to save money and use the rollovers up the following year. At the end of the year I received an outrageous bill, $800+, so I called customer service and the lady that assisted me was very pleasant she reviewed my bill an seen that my rollovers had expired, she adjusted my bill an returned my rollover minutes that I had bought from the previous year. Very good customer service, very happy. This year on the other hand was not even close, my rollovers fell off my account again "yes believe it or not I still had about 5000 rollovers"  NOTE:  you do not get a notice that your rollover minutes are falling off. I called again as I had in the past about an outrageous bill, I spoke with James M. about my bill, of course my rollovers had expired which is why it was over $600. I explained that I was reinstated my rollover minutes last year and my bill was adjusted. That's when it all fell apart, he was the rudest person I had ever had the displeasure of speaking with. He told me he DID NOT have to reinstate my minutes and that it was a courtesy that was extended to me the previous year and that it's at the discretion of the representative, and basically he had no intention of adjusting my bill or returning my minutes. Does this mean if the customer service representative likes the way you sound you'll be taken care of as if you're a human being supporting their pay check? That's not even the long version, this went on for over 10 minutes, I finally told him politely that I was ending this phone call and I would call back after I wasn't so furious. Just who does he think he is, talking to me like I was nothing more then a dirty piece of gum on the bottom of his shoe!?!?! TOTALLY UNCALLED FOR, INEXCUSABLE BEHAVIOR!!!  Short but sweet, I called back and spoke with a woman that did adjust my bill, she didn't give me my minutes though. Here's the kicker. My daughters and my phones have not worked properly since that day. Our batteries won't stay charged, we have a lot of static on calls and I had to call AT&T in order to login to my account to pay my bill, after over 5 years of it working perfectly. I did speak with a very nice woman that was very helpful. She had to send a new password to my phone in order for me to get to my account. Oh yeah, my email address was changed on my account without my know it. Now how's that for{word filter evasion}. I know 1 bad apple doesn't spoil the bunch, which is why I mentioned to other 2 very pleasant representative. I just feel that this kind of behavior should be addressed. 



Do you know the rules about rollover minutes? When you change your rate plan, you LOSE the rollover minutes in excess of your new rate plan. If you had 10,000+ rollover minutes and changed to a 1,000 minute a month plan, you lose all of your rollover except 1,000.

Also rollover minutes expire after 1 year. The rollover minutes you aquire today, expire 1 year from today.

This is a user to user forum. I am a user, just like almost everyone else on the site.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 7 (605 Views)

Re: Customer Support Comments. Very bad experience.



Do you know the rules about rollover minutes? When you change your rate plan, you LOSE the rollover minutes in excess of your new rate plan. If you had 10,000+ rollover minutes and changed to a 1,000 minute a month plan, you lose all of your rollover except 1,000.

Also rollover minutes expire after 1 year. The rollover minutes you aquire today, expire 1 year from today.



This is correct.

Message 5 of 7 (600 Views)
Former Community Manager

Re: Customer Support Comments. Very bad experience.

I'm sorry you had a poor experience with the support representative you spoke with. Regardless of the conversation, we do expect our representatives to remain professional. 

 

kdfederer is correct about the rollover minutes, they do expire. 

 

You also mentioned that your phone and your daughters' phones have not worked properly since you had them. What kinds of phones do you have? Have you done any troubleshooting with them?

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
Message 6 of 7 (583 Views)
Moderator

Re: Customer Support Comments. Very bad experience.

Message 7 of 7 (501 Views)
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