Teacher
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27 Messages
AT&T caused account disaster!
ong story short, as a gift my father purchased my cell phone and my boyfriend started the account. Somehow my father needed up being the account holder under my boyfriend’s social security number. After weeks of ALL of us calling NUMEROUS times the account was never fixed. I called last Thursday to set up my payment arrangement only to be transferred to the fraud department who deceptively advised me to turn my phone off then back on and they would call me back. Well, they did and the call wasn’t even from the same person. the person who called me back was 1) rude 2) careless 3) not understandable due to unclear English 4) deactivated my phone and 5) hung up on me. i called back and the fraud department advised me that my boyfriend had to go to a retail store to verify his identification to get the phone reactivated. We went to the Mooresville, NC store and spoke with Marcus Woodward, a manager who usually works at the Huntersville, NC location. After 3 and a half hours of sitting there with Marcus he advised us, my boyfriend and myself, that he 1) would call us Sunday 6/01/2014 2) would have the account and phone reactivated by Sunday 6/01/2014 3) would take care of the $126.00 bill left on the account and 4) waive the $500 deposit that was ridiculously charged (credit is good). We tried to call Marcus on Sunday but his cell phone was going straight to voicemail so we called customer service. The customer service rep, yet another incompetent employee, just wanted to spend an hour on the phone trying to explain to us what happened to the account if we didn’t know. We called them and told them what happened to try and get help!
I need to know who I can contact internally to get this fixed before I decide to litigate due to deceptive practices and just the false allegations alone, which is, in fact, fraud. In addition, the damages we have suffered due to your company running us around as if we have been contacting a three ring circus.
I have no number for you to contact me (my cell is my phone) so your only option is to email me or respond to my message in this forum today by 3pm EST.
guangzl1
Scholar
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185 Messages
10 years ago
In terms of someone contacting you back on this forum, chance is not going to happen.
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JacksnJames
Teacher
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27 Messages
10 years ago
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ms_unicorn
Former Employee
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4.9K Messages
10 years ago
Hello, JacksnJames!
Thanks for posting. I'm so sorry to hear about your recent experience. We would be happy to investigate further and find an acceptable resolution, so please click here to send us a private message.
In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.
In the meantime, feel free to message me with any other questions or concerns.
-Mariana
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JacksnJames
Teacher
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27 Messages
10 years ago
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JacksnJames
Teacher
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27 Messages
10 years ago
I am seriously floored in disbelief that a company would be so unorganized.
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JacksnJames
Teacher
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27 Messages
10 years ago
AT&T should now feel compelled to compensate us for damages we have had to suffer for almost a month now. Not to mention they deactivated my service on the 29th falsely accusing me of fraud.
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harryspar
Guru
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552 Messages
10 years ago
ATT is having a tremendous problem with fraud lately.
For some reason it's easier to open a fraudulent line in someone else's account than it is to get help with your own account.
That's why they're flagging accounts so much.
It's the Nigeria of the wireless industry.
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JacksnJames
Teacher
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27 Messages
10 years ago
There are NO excuses for the way we have been treated for almost a month. Just the behavior alone that we experienced by almost all of the representatives is unacceptable and will not be tolerated! The notes Christopher read last night are the same exact notes that everyone else at AT&T read which I have noted also, along with a long chronology of events with the names, dates and times.
I just wonder how many other customers have and are being treated as if they are simple minded, being accused of committing fraud and experiencing deceptive behavior.
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guangzl1
Scholar
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185 Messages
10 years ago
Sometime you just have the employees who don't have the knowledge in the field to do the job. Is like you try to ask a farmer to do a lawyers job, of course they will be incompetent in the field.
Att human resources has been sitting on their desk, not doing much of their work, and getting paid for it. That's how bad thus company has gone down the road. Every employees on this company seems like always need to have some relationship with some other coworkers. Most of them got promoted not because of their outstanding performance, but rather who they know and who likes those outstanding employees.
All corporate are pretty much corrupted. They have managers that's even worst than the employees that serving the customers. Managers who only look at the numbers instead of treating customers with courtesy and respect. If you bring them sales, then they are looking to help you, if you dont, forget it. Unless you make a big deal out of it, then they will know that they need to take care of you because if not, it will hurt their brand reputation.
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JacksnJames
Teacher
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27 Messages
10 years ago
I agree with you also....
I try to not to make assumptions about what employees are physically doing while they are getting paid, however it is a fact based from my own experience only with AT&T that one or more of the below instances is the bigger issue here:
1) The process' and procedures need to be altered to avoid negative customer impact
2) Individulas were hired to fill a spot. nothing more nothing less
3) Experienced employess are scared to make an executive decision out side of the procedures due fear of losing their job becuase they know more than thier manager
4) Managers, who are hired to manage and resolve customer issues, are more incompetent and perform worse behavior than their direct reports.
5) Employess that used to care just dont care any longer becasue of the way they are being treated and the executives that need to be informed of the concerns that are a high risk to the company are munipulated into thinking everything is running as they should. (if they dont know they cant fix it)
In order for a dramatic change to take place its going to take one employee to get fed up and file a HR complaint.
I can take action, as a customer, to negotiate settlement for the damages I have experienced personally but thats not going to raise a flag that an internal investigation is in order. I would say 70% of the fraud department alone needs to be wiped clean to hire people who are competent enough to identify whats fraud and what is not!
I am not one to raise big stinks as I deal with this kind of drama all day long myself, however I will ABSOLUTLY NOT tolerate being accused of something as serious as committing fraud nor should anyone else in this same general situation like myself. AT&T tried to undervalue my credibility. Their are active Federal Court Judges that have stated on record that I am credible and its not because I'm incompentent, it's because I hold a good reputation and always have records to prove my case.
I am an easy person to talk to. AT&T can address my concerns to make this situation better but again today they made the decision not to. As a matter of fact, Im going to make another effort to resolve this and call them right now.
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