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AT&T, privacy, and business ethics

AT&T, privacy, and business ethics

I just got this email from AT&T about my CPNI usage. Apparently they want to use my private info for marketing purposes. Here's what's wrong with that.

I'm already a customer, leave me alone. Stop advertising new services and products to your own customers it's an annoying waste that clutters the website, my inbox, and wastes time when calling customer service.

Second, they were going to take my private info anyway if I did not respond the long, confusing e-mail with unfamiliar abbreviations like CPNI. They are profiting from every instance of non-response. Most people don't have the time or don't care enough to contact AT&T and request not to have their privacy invaded.

The language used is deceptive: "By checking this box I am requesting that AT&T restrict the use of my CPNI." that's the quote. See, it seems like they are restricting you, because of the purposefully confusing language. In reality, they are being restricted. I wonder what they have to gain that they would phrase it in a backwards way like this, surely AT&T has no concern for clarity when communicating with customers.

Bad show guys. Most people aren't going to notice, the rest probably won't care, but I hope there are a few people who demand more from a company they pay thousands of dollars to annually.
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Message 1 of 129
Contributor

Re: AT&T, privacy, and business ethics

Nice move there AT&T. My contract has been expired for quite some time now. So has my wifes. Don't worry though, I'll opt out with a message from the carrier I switch to, when they send you the FOC and PON for our numbers.
Message 46 of 129

Re: AT&T, privacy, and business ethics

I still need to opt out.

Message 47 of 129
Former Community Manager

Re: AT&T, privacy, and business ethics


pitdoug1998 wrote:

First we HATE at&t! We'll NEVER do business with this HORRID company again.

Now. We got an email 'An important message about the privacy of your customer information' but the email has the last four numbers wrong on our account. How do we know it's not a scam? That leaves the question how can we make sure the worst company on the  planet NEVER offers us ANYTHING else until this contract expires? I'm mad that we keep getting offers in the mail but we've tried to have that stopped but fittingly nothing has worked.

We're sick to death of ATT and would LOVE to get out of the contract but since that isn't going to happen how can we make sure we get ZERO offers from ATT to steal more of our money and cause us further inconvenience, anxiety and anger?

We HATE ATT!

 

[word filter avoidance]


I'm sorry that you've had such difficulty. I'd be happy to help you ensure that you don't receive any marketing offers. 

 

To completely opt out of CPNI, click this link and enter the requested information: https://www.att.com/ecpnioptout/InitiateCPNIForm.action

 

To manage other marketing preferences, click here: https://www.att.com/esupport/article.jsp?sid=52780&cv=820,903#fbid=7vGqFk8zLUo

 

I'm also concerned about the incorrect account number and would like to make sure that we've addressed the other issues you've had. It's pretty clear you're not happy and I'd like the opportunity to change that. 

 

If you'd like to work on this further, please send me a private message with your name, phone number and the best time to contact you as well as a brief summary of what's going on outside of the marketing concerns. I'll have a member of my team contact you to review whatever you'd like. 




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.

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

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 48 of 129
Scholar

Re: AT&T, privacy, and business ethics

I agree that it is pretty shady of AT&T to say that they are going to give your information away UNLESS you jump through hoops to say you don't want them to.  The right thing to do would be to not give out customer information under any circumstance UNLESS that customer specifically says it's ok. 

Message 49 of 129
Tutor

Business Ethics CPNI

 

Got an email from att.cpni.irn.988660687AT email.att-mail.com telling me my information was going to be used to sell me other products and if I did not want it sold, I needed to respond. Tried to respond via the link. Got an error message. Tried to respond via Chat. They were not equipped to deal with CPNI whatever that is. Tried to call, got transferred. Got put on hold. Then that customer service rep did not know anything about it. 

 

I have to hand it to AT&T--they have the system DOWN! They know if you re-route a customer long enough, they'll give up and then they can legally sell their information to other companies and for further advertisement. 

 

Good Job!

Message 50 of 129
Tutor

Re: AT&T, privacy, and business ethics

Sounds nice but that process is designed to not work. I tried it and your email proves AT and T know about CPNI unlike the customer rep I got on the phone who said he had several calls about it and that it must be a con artist as no email from you was ever sent. It would seem the company was the one conning us to be able to sell our information.

Message 51 of 129
Former Community Manager

Re: Business Ethics CPNI

I'm sorry that you're not able to easily go through the opt out process. 

 

Will you please let me know the error message you received when attempting to access the link?

 

Please provide the link as well. 

 

Thanks, 

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

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 52 of 129
Tutor

Re: AT&T, privacy, and business ethics

Error code 100 comes up when we click on this link, just like it did in our email notification.  Jamileh, I know you are in a tough situation but you need to move all of these comments of frustration up the ladder. You obviously do not have the power to address this situation and your company is losing customers because of it. It is not your fault but someone with the power to change this needs to address this problem soon.

Message 53 of 129
Former Community Manager

Re: AT&T, privacy, and business ethics

I appreciate the information about your experience when you called in. 

 

I will make sure that I pass this information on to our support centers so we ensure a consistent message from all support areas. 

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

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 54 of 129
Contributor

Re: AT&T, privacy, and business ethics

S100: We're sorry, but we are experiencing a temporary system error that prevents us from retrieving your account information. Above is what I get when I try to opt out using the website. I'm traveling out of the country now so I can't call in. I experienced all the frustrations mentioned by others and believe AT&T is purposely making this difficult. I've invested 45 minutes in this project so far - and that doesn't include the time I spent opting out the old way. Tedd
Message 55 of 129
Former Community Manager

Re: AT&T, privacy, and business ethics

I wonder if the error might be happening because you're out of the country. That's definitely something to look into. 

 

If you'd like, please send me a private message with your name and email address so we can find an alternate way to help. 




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.

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

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 56 of 129
Contributor

Re: AT&T, privacy, and business ethics

The email opt out is not working.  And I refuse to wait in a long hold line on the phone to accomplish this.  I demand that you opt me out of the information sharing immediately. 

 

I am offended by how difficult ATT makes this process.  Why not just start out by NOT SHARING my information.  Let people opt in instead.

 

On top of that, I have to register and accept terms of use just to post and get your assistance.  Absurd. 

Message 57 of 129
Teacher

Re: AT&T, privacy, and business ethics

I'm in Missouri and I'm getting the same messages about the CPNI.

Message 58 of 129
Employee

Re: AT&T, privacy, and business ethics

The CPNI is a privacy statement that you will be read if you didn't initially opt in. All this is for is for us to be able to tell you about other AT&T products and services. If you opt out, we will still read it. It's completely up to you if you want to hear about U-verse, wireless insurance and roadside assistance, etc. AT&T does not share your information. All telecommunication companies have to do this. It's a federal law. The statement goes like : Under federal privacy law it is your right and our duty to protect your account information.... <CM edit>

Employee Contributor*
*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 59 of 129
Contributor

Re: AT&T, privacy, and business ethics

Want to keep me aas a customer? Don't send emails stating we will unless you call. Allow me to opt in.

 

Doug <CM Edit - remove last name>

Message 60 of 129
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