I've finally had enough....

mtbjoe · ‎02-21-2012

It's sad to see so many others have had issues like mine. Obviously it's easy to make mistakes when your dealing with services as large as ATT does but most of the things I've been reading tonight (plus my own issue) goes beyond inexcusable.

My adventure started back on June 13th 2011 when I simply called to change my U400 to the 200 since times were tough and we hardly ever used the movie channels. The service was changed immediatly but they continued to bill me for the U400 which was $40 more a month. For the first few months it was just an unbelievable annoyance that I called to complain about multiple times and would get a full or partial refund on the over charges and promises of investigations and personal follow ups until it was fixed. Then it became so confusing with all the mistakes by ATT that no one had any idea what I owed. This led to 2 service cancellations including today which led me to send a letter to the FCC. [Per Guidelines: Keep it Relevant and Appropriate]. I know nothing will happen with either of these since consumers have no rights but maybe I'll feel a little better.

In case anyone hasn't had enought of me complaining here's just the information since 2012 started that I sent to the FCC after speaking with an ATT rep to make sure it was accurate. It's not my most professional work but I was so angry at the time I was practially shaking. I have no idea if this type of thing falls even under the FCC so I'll update this if I hear anything back. Amounts were rounded off to keep it simple....

Dec 29th 2011 – I called AT&T to follow up and received no useful information

Jan 13th 2012 – My service was cut off without warning while I was out of town on business. I called AT&T to find out how this could happen to an account under review and was informed that I was still being billed for the more expensive plan I changed in June. A manager was able to see that the $100 was indeed $50 over what I owed but he could only credit the account and accounts payable had to reactivate it. The AP department refused to do anything unless I paid the full amount which I couldn’t due because I was traveling. My wife called shortly after and AP refused to turn the service back on until she paid everything including the $50 overcharges which brought us to a $0 balance (-$50 actually). During the 2 hour 10 minute call I also asked about the fax line which was a completely separate LAN line and account and was told it would have been denied due to the overdue amount of my U-Verse account.

Feb 9th 2012 – I received a statement for my uverse account. It showed the $100 payment and the $50 credit as well 2 reconnect fees I feel they had no right to charge. It also showed both the old and new plans on the statement with a change over date of Jan 13th 2012 instead of June 16th 2011 and both pro-rated. There was a deduction for the old package but everything was completely off. Also the $100 past due amount which was paid in full on 1/13 was now listed at $300 showing I still has a past due amount since Jan 13th with no explanation of the $200 increase. My only guess is that they reversed some of the credits I had received for being overcharged $40 a month for the past 8 months.

Today Feb 21st – My service was cancelled again without warning. I called AT&T customer service to simply verify the information included in this letter so I could contact anyone for help. All the rep could do was open a case number and try to escalate it to management which had gotten me nowhere in the past. She also verified that my fax line was not denied because of the uverse issue and had no idea why another agent would have told me that. Because of that lie I did not follow up on that line which would could have acted as an emergency line while my service was out. I have my 6 year old daughter at home after 1pm and my 75 year old mother-in-law staying with us with no way to communicate to anyone including 911 if there is an emergency.

texasguy37 · ‎05-18-2009

Send a PM to Alex who is an AT&T Community Manager on this forum.

mtbjoe · ‎02-21-2012

Thanks I noticed that also while reading. Alex seems to be the most effective way to get any attention directed at non standard issues.

A quick update, I received a call back from a uverse "supervisor" although I had no idea why at the time. Turns out my wife requested one and gave them my number. After a few can I help yous from each of us he said something along the lines of you want all the money you owe credited back to you. I don't remember what his exact words were but they were very unprofessional and insulting. I asked if he had looked at my account and he told me he was bringing it up now (so not at all). I told him to go back to June and start reading the comments when this nighmare started which would tell him exactly what I'm complaining about only to realize he just hung up on me mid-sentence. The sad thing is that was exactly what I was expecting at this point...I'll be calling ATT back today just to try to get his name.

dhascall · ‎04-21-2008

mtbjoe wrote:
Thanks I noticed that also while reading. Alex seems to be the most effective way to get any attention directed at non standard issues.

A quick update, I received a call back from a uverse "supervisor" although I had no idea why at the time. Turns out my wife requested one and gave them my number. After a few can I help yous from each of us he said something along the lines of you want all the money you owe credited back to you. I don't remember what his exact words were but they were very unprofessional and insulting. I asked if he had looked at my account and he told me he was bringing it up now (so not at all). I told him to go back to June and start reading the comments when this nighmare started which would tell him exactly what I'm complaining about only to realize he just hung up on me mid-sentence. The sad thing is that was exactly what I was expecting at this point...I'll be calling ATT back today just to try to get his name.

I think that PM'ing Alex would help you make it known to management who this "bad apple" is. That is important to them.

mtbjoe · ‎02-21-2012

Thanks for the great advice, I PM's Alex and Julie who was covering for him got right back to me.

Before I even saw the reply from Julie I made 3 calls to AT&T today from work out of desperation just to try to get service restored. On the 3rd try I spoke to a representative who took the time to look at my account and recongnized what a mess it was and got me in touch with a manager named Lauren. Lauren sat with me for 20 minutes and went through my account month by month adding up the charges including fees I should have never been charged and it came out to even more than I thought over the 8 months (I'm talking hundreds not tens in total). She subracted what I was credited already which still brought my balance to 0 and left me with a nice credit.

I was completely caught off guard by the amazing customer service and competence so I didn't even thing to ask about the supervisor. He was no where near the worst that I delt with there are a couple people in accounts payable who were off the charts in rudeness I will still probably follow up on but I'm going to wait a few days and let things settle.

I am still shocked that something like this could happen and really hope someone looks at this to find out what caused it and why it took so long to fix so it doesn't happen to anyone else or when it does it can at least be addressed in a timely manner.

dhascall · ‎04-21-2008

Thanks for the update!

dfs459 · ‎05-12-2011

I too had to contact Julie and finally had AnthonyG call me and after 15 minutes of checking got my money back. Very satisfied with both of them on this site now.

But why do we all have to go thru this? Can't the regular uverse workers get it right the first time.

A lot of people need to be fired

jfw · ‎05-11-2009

dfs459 wrote:
I too had to contact Julie and finally had AnthonyG call me and after 15 minutes of checking got my money back. Very satisfied with both of them on this site now.

But why do we all have to go thru this? Can't the regular uverse workers get it right the first time.
A lot of people need to be fired

Been wondering about that myself.

oufanindallas · ‎02-08-2010

jfw wrote:
dfs459 wrote:
I too had to contact Julie and finally had AnthonyG call me and after 15 minutes of checking got my money back. Very satisfied with both of them on this site now.

But why do we all have to go thru this? Can't the regular uverse workers get it right the first time.
A lot of people need to be fired
Been wondering about that myself.

Most customers do. It's the less than 5% that wind up here with a complaint/issue.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

dhascall · ‎04-21-2008

oufanindallas wrote:
jfw wrote:
dfs459 wrote:
I too had to contact Julie and finally had AnthonyG call me and after 15 minutes of checking got my money back. Very satisfied with both of them on this site now.

But why do we all have to go thru this? Can't the regular uverse workers get it right the first time.
A lot of people need to be fired
Been wondering about that myself.
Most customers do. It's the less than 5% that wind up here with a complaint/issue.

As I iterated in another thread, I think that they (cs) has been going through a cycle and they are at the bottom, right now. Hopefully it will improve because cs is not as polished as it once was.

oufanindallas · ‎02-08-2010

dhascall wrote:
oufanindallas wrote:
jfw wrote:
dfs459 wrote:
I too had to contact Julie and finally had AnthonyG call me and after 15 minutes of checking got my money back. Very satisfied with both of them on this site now.

But why do we all have to go thru this? Can't the regular uverse workers get it right the first time.
A lot of people need to be fired
Been wondering about that myself.
Most customers do. It's the less than 5% that wind up here with a complaint/issue.

As I iterated in another thread, I think that they (cs) has been going through a cycle and they are at the bottom, right now. Hopefully it will improve because cs is not as polished as it once was.

The only problem with using outsourced CS, since many companies use the same outsource agency, when an agent starts to get really good, they start wanting more money and because of the contract signed with AT&T or Sprint, Mastercard or whoever, they cannot pay them more. So they go across the hall, up stairs or down and sign on with a different company. The company I work for has the same problem, when we start getting good CSRs they demand more money and when they don't get it, they leave.

On a side note, I saw a glimps of how much it costs a company for insurance and now no why we do a lot of oursourcing.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway