Very Disappointed in customer service

[lahoma]

I began my services with AT&T approximately in October (25th). I paid $100 deposit for U-verse and $50 for phone service. Moved to new residence November 3rd and didn't receive my Modem. I was away for school in MN for a week and I was able to call and notify ATT that I never received my modem. Waited a few days and called to let them know that I still had not received it. I verified the address that they were sending it to and asked that it be sent to my mother's address since someone is at her house all the time. On the third try, it finally arrived but it was delivered to my house instead of the address that I requested. No big deal..at least it finally arrived. I installed it on the day as instructed and viola! I had internet service. Happy ending?? NO!  I go on line in December to check on my account...account is canceled. Confused I called Customer service to find out what is going on. Although the account is canceled, my services are still active. The CSR was puzzled by the fact it was still working and the account status showed canceled and she informed me that I had a balance of 109.00. How is that I owe 109.00 when I just finally was able to install internet before Thanksgiving. If you are charging for the modem you are wrong because the first 2 did not arrive and my deposit was already paid. They credited the account for 109.00 and so my next bill showed a 0.00 balance. I called back in January and February - still the same issue - account canceled but services are still working. Service technician called me in March because someone sent in a work order (not me) and I explained the same thing to him.Services are working but the account status is showing canceled. I gave up calling because I got tired of repeating my story and being transferred to different people. On May 29th, my internet service was finally suspended and I received a bill for $1.05 credit?? I spent 2 and a half hours and still the issue had not been resolved. I called back on May 31 and the CSR stated that what he could do was to set up another account. He took my information again and informed me that I would have to pay a $100 deposit. I refused and asked to speak to the supervisor because it isn't fair that I have to pay another deposit on something that was not my fault. This is an ATT error and this needs to be fixed. I explained to the supervisor that I already paid a deposit for internet and phone in October and I have my bank statement to prove that it was paid. She stated that she would give me the fax number to send it to her and she put me on hold for a long time. When she came back, she stated that did not show that I ever paid a deposit and that's why that account was canceled. Are you serious? and she told me that there was nothing they could do and that I would have to dispute the charge with my bank. I asked if there was a fraud department and to please send a request to investigate this. She said she would and someone would call me back within 24 hours. It is now Monday soon to be Tuesday and I have not heard back from anyone. SO... I went ahead and made a complaint with the BBB because this is ridiculous! I feel like a foreigner trying to communicate with ATT and no one is listening, no one is trying to get to the bottom of this. I hate that ATT is the only internet service provider in my area (at a reasonable price).

Very disappointed !!!

[texasguy37 ACE - Expert]

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

Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[lahoma]

Thanks. I will.

[gamegurou]

Hah this is an interesting case. Here's my take as to what I bet happened on the case.

Order pending on the account, didn't flow though and complete like it should have. Bill past due on the account, another order stacked ontop, as a suspend order, of the original provide order. When this happens, neither order successfully complete. So more than likely the orders are 'stuck' on the account! I saw this happen once before with free cvoip service.

Probably need someone to complete out all the orders, then setup a new provide order on the account for 'Tech at premise' for today. It'll get you up and running in no time. If you have a good Tier 2 agent, it'll be about 20-30m before they have you good to go!

[lahoma]

I wanted to give kudos to Andy and Mary for providing the kind of customer care that I wish I could get at all times when contacting AT&T. You guys kept your word and made sure that everything was done properly. After several months of frustration and poor customer service, I really appreciated the extra time and attention to solve my account issue.

Thanks again! I'm sorry I don't know their last names, but hopefully, this will get to them.

Please clone these two so that your customers will be satisfied with customer care!!!!

[jamileh]

That's awesome to hear! I'm very glad Andy & Mary were able to help you out!

I'll try to find them so they can see your kind words.