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DK's Comment on
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Main thread--AT&T Billing Practices
State: Washington Posted: 02/13/2009 Subject: AT&T Complaints Comment: In August 2008, I changed my long distance service on my two home phones from AT&T to Qwest. I called AT&T, and the representative who sounded as though they were off-shore in India (poor English language skills), worked with me to cancel the AT&T long distance on the phones. To my surprise, the next month I received a bill from AT&T. I called again in September to again cancel the AT&T long distance. The representative (again sounded as if he was an off-shore resource), apologized for the issue, and told me that he would get the issue cleared up and the inappropriate service cancelled. I thanked him and the call was concluded. To my utter shock I received yet another bill from AT&T. I called AT&T quite dismayed, and worked with another representative who sounded off-shore again. This time I asked for a refund for the previous months, as it was inappropriate to charge me for a service I had twice cancelled. He refunded me $20.88 to my account and assured me the account was closed. I then discover two bills from AT&T (I was out of town on vacation, returning to find them). One professing that I am late paying! I called AT&T customer service at 08:00 Monday 9 Feb 2009, and asked for a supervisor. I provided the background to the supervisor ('Clive') and let him know I have been trying to cancel my AT&T service since Aug 2008. He told me that he is unable to process the refund on the charges, and that there was no one else I can speak with. I told him this situation is exasperating, and that I would pursue this further with the BBB. I asked for a transaction number this time: W6SG0209 I tried to find a US number but was unable. Called back to AT&T, and spoke with 'Mike' (real name probably Rajeed). He was unable to help, and was unable to provide a number to a US based HQs number. I asked for a transaction ID: W6770209 I ended up submitted complaints to the BBB (of Atlanta, GA), FCC, Washington State Attorney General, Wasington State PUC and to AT&T web page directly. Lo-and-behold the very next day (after the BBB inquiry) AT&T 'Executive Appeals' representative Teresa Jenkins, e-mails me to let me know she removed the inappropriate fees, and closed the account (finally). Her e-mail had a tone and implication that I caused the problem.. I responded to her e-mail stating the facts to the contrary, and included my comments in my replies to the BBB, FCC, PUC and Attorney General e-mails I received in the interim. AT&T is unbelieveable... |
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