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AT&T Can Blow Me.

What a frustrating idiotic thing to have to spend time doing--arguing with AT&T over an incorrect billing.



This is the text of an e-mail sent to AT&T Customer Services today:


I need documentation from AT&T that the $xxxxx billed on 7/30/03 was billed in error.

This amount caused an overdraft of my checking account. The bank has agreed, with documentation from AT&T, to reverse the $18.00 charge.

Some background:
We canceled our long distance services on 6/2/03. We received and paid the 6/05/03 on-line bill.

On 7/5/03, I received another on-line bill. I called customer service, was assured that the service was discontinued, that a credit for the billed amount was being processed, that the account was closed and paid in full. (confirmation # W6xxxxx).

When I discovered the billing yesterday, I called AT&T. I spoke with Janet, who said she'd issue the credit (Conf W68xxxxxx) and advised me to contact Billing to get the documentation. In the course of the next hour, I spoke with 4 different representatives, was hung up on/disconnected 3 times.

Finally, Dana said that she was issuing a credit (confirmation SBRCxxxxx) to zero out the account, and that I should call The Credit Management Center at 1-800-532-7486 for documentation for the bank. Unfortunately, they were closed.

I called them this morning, and they referred me to customer service, indicating that they cannot issue letters. Getting through to customer service again entailed 5 calls (3 hangups). When I got to Alvin, he told me I needed to contact the Credit Management Center. I indicated to him that Credit Management referred me to Customer Service.

I asked him to escalate the situation to a supervisor, and he refused, telling me that the supervisor could not issue documentation, either.

As a last resort, he suggested that I e-mail, and that documentation could be provided that way. Then he attempted to sell me AT&T services, something I'm not very inclined to even consider at this point, despite being a long-time AT&T customer.

This is frustrating, at the very least.

AT&T made an error which impacted me.
I've spent, now, several hours on the phone trying to solve it.
I feel like I’m getting a run around, and that AT&T is either unwilling or unable to address the issue.

Please provide the requested documentation so that I can resolve this situation, and put it behind me.

If you need to contact me during the day, you can reach me at (xxx) xxx- xxxx xxxxx.

Sincerely,
Margaret Kelly



*fume* *vent* *fume*

So, we'll see what reply I get to e-mail.

I just couldn't believe the balls of the rep to try to hard-sell me on services. He couldn't/wouldn't solve my problem, wouldn't escalate the issue, but tried to pressure sell me? Forget it!

I can't wait for vacation.

Comments

( 2 comments — Leave a comment )
magegirl
Jul. 31st, 2003 10:04 pm (UTC)
AT&T can be very evil
One of my friends has had a lot of problems with AT&T recently. My friend doesn't live in an area that AT&T services, but she'll get calls where an AT&T representative calls up and says that they've heard complaints that AT&T's service hasn't been working, and has my friend's service been fine. My friend said that she wasn't an AT&T customer, and the rep immediately asked if she'd like to sign up for services.

Because everyone knows that signing up with a service that has just told you it is having servicing problems in an area it *doesn't cover* is a good idea.

I used to really like AT&T. Now their customer service is terrible!

Good luck sorting everything out, and enjoy your vacation!
sisterfish
Aug. 1st, 2003 09:06 am (UTC)
Whee! It gets better....
So, here's AT&T's response to my e-mail:


Dear Margaret Kelly:

Thank you for contacting AT&T Online Customer Service.

With regards to your credit request, I have reviewed your account and I
show that an appropriate adjustment has already been made for the
charges you have questioned.

The adjustment was made in the amount of $X.xx.

Please do not reply to this message. If you need further assistance
please contact us at:

http://www.consumer.att.com/contact/

Our online virtual representative, Allie, has answers to many questions
about billing, account management and even plans and services. Just go
to:

http://att.com/allie

For your protection, AT&T is maintaining an original of this e-mail
transmission in a secure file.


Sincerely,

Shirley
AT&T Online Customer Service


My response:


"Dear Customer Service:

You missed the main point of my issue/complaint.
I am satisfied that the credit has been made to the account.

My issue is that the charge should not have happened in the first place, that immediately upon receiving the on-line bill, I called to have the issue resolved, and AT&T's failure to resolve the issue at that time caused an $18.00 fee on my checking account, when the amount was billed on 7/30.

I need for AT&T to provide documentation that this billing was in error, not simply to tell me it's been fixed.

If you cannot issue this documentation, please refer me to an appropriate supervisor or manager who can.

Sincerely,


I'm in this for the long haul. It's a matter of principle at this point.
( 2 comments — Leave a comment )