08-01-2012 02:53:25 PM
Was told by the moderator (who was actually helpfull) to post this over here since there's no board for land lines.
Just wanted to share what an awfull experience I've had with AT&T.
--have DSL and landline service through AT&T, all the way back to Bellsouth days.
--the service was in ex wife's name alone
--no long distance plan
--out of the blue she left me and kids high and dry and moved out
--I tried to take over the phone service afterward
--Called customer service to do it and specifically asked if there was any balance on the account
--Was told that there was no balance and I could transfer the service free of charge
--Found out a month later that there was almost two months of charges for $900 of long distance calls (yes, that is a 9) made at $.20/minute
I tried to dispute this since I was basically lied to by their customer service rep. Their response is that their billing system is 2 months behind and the rep could not tell that there was a balance on the account. Of course THAT wasn't mentioned to me. Now they are holding my feet to the fire for the balance of the account. un belivable!!
It would cost AT&T nothing to write off those charges, and they would have my business in the future, and I wouldn't have to trash them to everyone I know. It costs $20/month for unlimited long distance so obviously it's not like I got a product that was worth anything close to $600.
They will now make ZERO dollars off me in the future -- wireless, DSL, landline, Uverse -- I will never do business with AT&T again unless this is resolved.
This is a stupid business decision on their part and is going to cost them my revenue in the future. (and already my mothers' who has cancelled here 3 business lines for her company)
They have absolutely no sympathy for someone who now can barely afford to pay his mortgage, just got forced to pay alimoney, and got stuck with a long distance bill that was totally not his fault. Gee thanks!!
I would never have taken over the account if I had the least indication that there was a balance on it -- it's out right fraud in my mind.
I've been through at least 4 managers in different departments to dispute this charge. All of them have zero sympathy and try to lecture me about how this is now my debt to them. (even though I was given the wrong information) I've even been told to try to collect it myself from my ex-wife. (not going to happen, obviously)
Their tactics are simple. The CSR's listen to your story, take very little or no notes, tell you that you have to talk to another department, transfer you, make you wait in the hold queue again, another CSR answers and requires you to retell the story, can't help you, and transfers you again.
There is absolutely NO accountability. When you get the name and id of the CSR, you are told by the next CSR (and managers) that they have no way to talk to the previous CSR since they are different call centers.
I resorted to recording the conversations (I let the CSR know if was being recorded) just to prove how ludicrous these business practices are.
I've talked to customer service, customer retention, collections, accounts receivables -- all of them operate the same way.
Managers do not call you back.
Oh yeah, and while I was disputing the charges they went ahead and charge late fees and disconnected my service twice and THEN charge reconnection fees -- I later got those reversed through hours on the phone.
Heck, add to it that AT&T has cost themselves more money by just paying the hourly rates for so many customer service reps to give me the runaround.
I'm 40 years old and have never seen a company treat a long time customer this badly. You'd think they'd want to keep landline customers from going to VOIP services maybe through gaood customer service...just an idea.
Word to the wise -- AT&T is a large company that does not appear to care about the consumer whatsoever. It's just not worth it to do business with them. Comcast is bad, but not this bad.
(oh yeah, on the remote chance that anyone at at&t actually reads this -- I will gladly give you the details of this case so you can see that I'm telling the 100% truth)