How do we get customer service without having to wait 45 minutes and be handed off 2-3 times

[pmink]

December 13th I cancelled my landline and dial up internet service. January I recieved a partial FINAL bill reflecting my internet and phone services to the disconnect date. February I recieved a bill for 24.56 for dial up internet service for 12/23/11-1/22/12.I promptly called and talked to 3 or 4 different people before I finally got a confirmation they would reverse the charge and got a confirmation number for that transaction. Yesterday I got a collection letter for that same 24.56 dial up internet charge. Today I called ATT and after 3 different peopleand 45 minutes,  was told I still OWE the 24.56 it was for DECEMBER dial up service so when I asked how come if they are charging me 24.56 now for December that it was a full charge on my January FINAL bill that had a 15.95 charge for my internet service on it. - Her reply was I still owed the bill and they were going to turn me in to collections even after I gave her my confirmation number that they had reversed my charges last month ??????  VERY FRUSTRATED!!!!BUYER BEWARE

[realcranky]

Apparently, you can't.

At least I haven't heard of anyone with any better luck. AT&T has the worst customer service I've seen in any company I can remember. The persons on the phone are nice, but to get one you have to either:

1.Wake at 5am if you are the west coast to reduce the wait time from 45 to 30 minutes.

2. Bring a book, take a half-day off work, and use unlimited minutes on your cell phone and plug the charger in the wall because you are going to lose over an hour or two of your day.

Then, be prepared to be transferred to the wrong department. Worse, be told that you need to talk to the department who just sent you in the first place.

If you ever do get a rep that handles your problem, be prepared to have your account number AND "3 digit code" and copies of previous payments to the account. You may also need to prove you exist.

If by some miracle you've gotten this far, you no doubt will think your problem has been resolved. NOT! This is a ploy designed to reduce your anxiety and hostility. Chances are nothing was done with the problem you called about although you'll be sleeping better thinking that it was...until you get your next bill.

Repeat these steps six times. Consider disconnecting your service until you find out you are charged 2-3 hundred dollars for doing so. It is NOT OK to break your contract with them although it is OK for them to change their rates during your contract.

Consider contacting the Better Business Bureau and the FCC after you finally realize this is going nowhere and it is futile to try to resolve a simple issue with AT&T. They are bigger and stronger and more inaccessable than you are and they know it.[Per Guidelines:  Keep it Relevant and Appropriate]. Their arrogance and disorganization and lack of concern for the CUSTOMER trumps any healthy business practices one would expect.

Dealing with AT&T is like going into a black hole...forget it.

[Dave k]

I agree completely ATT has become a monster

[chris59newyork]

 I'm sorry realcranky but that's what i'm doing now

[word filter avoidance]