I cannot find any reference to a complaints department so I am posting my complaint here. I’d appreciate the response of an AT&T staffer.
For one week now, I have been trying to sign up for a new AT&T account (Uverse and wireless internet). It has been a painful ongoing saga for various reasons.
I have a joint AT&T account (wireless) with my husband and have done for more than three years now, probably close to 4 years. I am separating from my husband and having to rent my own place. I decided to choose AT&T as my TV and internet supplier due to the fact they offer a corporate discount through my work, and the offers were good.
I visited an authorized retailer in a mall last Thursday (06/21/2012). This, I thought, would give ample time for a connection date on or around my move in date which is 06/28/2012.
The staff member I encountered was quite unaccommodating and hardly interested in my queries (this got much worse as time progressed). His customer service left a lot to be desired. Anyway, I chose a package without much direction and we went through the application on the computer. Alas, after entering my personal details, a screen appeared telling the staffer the transaction could not continue and to call the help center. He did so, and after a while, we ascertained that the issue was I have yet to build a credit score (I am a recent immigrant). So, the call center asked for a faxed copy of my social security card and my driver’s license. We faxed those there and then. The call center said to call back in 1-2 hours to see if the application was approved. I went for a shop in the mall and called back myself. I was told, after about 10 minutes on the phone to a staffer in the call center, that my application was approved and that I could go back to the retailer and complete my application. I went straight back. The same man who saw me earlier re-did my application, only to have the same issue. So he tried again and again received the same message. He called back the help center and confirmed I was approved. But alas, my application could not go further for some reason. After almost 2 hours with this man, he gave up and told me (very unapologetically) that I would have to go to a main store. I had to ask where this was and was given a vague answer. He turned away and completely dismissed me. not even a farewell. How disappointing. The following Saturday (23rd June) I visited my local AT&T storefront. I was most pleased to be received by a very helpful staffer, Drew, who almost restored my faith in your company. He explained many things the man in the mall location had neglected to, and gave me more choices. I brought along my approval/case number from the previous encounter and explained the previous situation. Drew was apologetic. We went through the application together and AGAIN it was denied! Drew called the call center and was told that because my SSN had been ran more than 3 times by the previous employee and now Drew, I could not make any application for 72 hours! My move in date was fast approaching and it was now looking like I would not have any service in time. I need the internet for work so this is more than just inconvenient for me. Drew was most sympathetic and kindly offered to re run the application exactly 74 hours later and call me with the results. Yesterday, Wednesday 26th June was that day. Drew called me to let me know that everything was good to go but now there would now be a $400-odd non-refundable fee for me because of my lack of credit score! Even though I have had an account with AT&T for almost 4 years (in good standing) – I cannot believe the ridiculousness of this. I have questions I want answered.
- Why did the staff member at the authorized retailed run my SSN so many times – did he not know this would lock my SSN for 72 hours – if not, why was he not trained. If he did know, he did not care and you need better staff.
- When I called the call center whilst at the authorized retailer and was told I was approved, why was I not informed of any extra fee at that time?
- Why would I be charged a $400-odd non-refundable fee for this connection when I am already an existing account holder?
- Why has it taken me one week (so far to no avail) to try and sign up for simple everyday services?
All I want is an internet connection and Uverse. I want these connected ASAP. I do not think it is fair I have to pay this exorbitant non-refundable fee. Yes, I have no credit score, yet, but I have an existing account with your company! Which I am now considering canceling.
Please – help. I am so very frustrated. Cox really is looking better by the day.
texasguy37
