11-22-2011 12:43:57 PM
Sorry if this is lengthy but I'm going to try to summarize the three page letter I am mailing to AT&T Headquarters and to AT&T Customer Relations: On 11/9/11 I placed a call to AT&T to bundle my existing home phone & internet service with AT&T wireless and their DirecTV service. On 11/11/11 the technician arrived at my home to install the DirecTV service. I was at work but my mother was present. About midway through the install the technician received notice that the order had been cancelled due to "no landlord permission". Come to find out after about my third CSR at AT&T the order was cancelled by my husband, Mr. Hodges. This was strange for a few reasons: First, I'm not married so there is and never has been a Mr. Hodges, and second I own my home so there is no landlord. Also I do not understand how someone, even claiming to be Mr. Hodges, could cancel an order on my account without being able to verify account information (phone number, address, last four of SSN, etc.). I went through many, many different reps at AT&T and at DirecTV both telling me the problem was on the other's end. Of course each call to AT&T required going back through the voice prompts and retelling my problem over & over again. Twice while on hold with AT&T waiting to be transferred to a supervisor, my call was disconnected. Once it was instead transferred to a local county Sheriff's dispatch center. I was told supervisors were not available, on other calls, in meetings, etc. It got to the point that I had to leave work early to deal with the issue from home (losing 5 hours of my work day). Finally I reached a customer service rep (thank you Ms. Moore!) who actually listened to my problem and did what she had to do to resolve it. Thankfully the DirecTV technician was able to come back out that same night to finish the install. I still never received an explanation as to why this happened in the first place, or even an apology from AT&T. Also when signing up for the service, I was told I would receive a $50.00 Visa gift card as part of the promotion, but that has not been received. Compensation for my lost time from work and the severe annoyance of the whole situation would be nice, but mainly I would like an apology and to know that steps would be taken to make sure this never happens again. AT&T has left a very bad taste in my mouth and I don't see myself remaining a customer for much longer, despite any contract obligations.
11-22-2011 01:12:23 PM
I'm sorry that you've had so many problems with this. I agree, it's very odd that your order was cancelled.
I couldn't profess to understand what happened but I am very sorry that it did.
If you would please send me a private message with your name, account number, your phone number and the best time to contact you I will ask a member of our team to give you a call so we can figure out what happened.
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. If you have an account related issue, please send a private message to ATTCustomerCare.
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.
11-24-2011 02:11:47 PM
AT&T customer service is the worst I have experienced.