Billing and service issues

Posted Tue June 26, 2012 12:51 pm, by Michele W. written to AT&T

I have been a customer for several decades without much troubles. I decided to add internet services several years ago and that was when it all went to hell.
It started with misrepresentation about the rates and fees for the service and the technicians to correct the service that was slow and spotty at best. As soon as we got the service to work a little more consistently the rates were climbing and were inconsistent, much like the representatives that were answering our calls. Once we got a rate established, in came the straw that broke the camel's back - overage charges. When we ordered the internet service it was "unlimited" but like drug dealers cut the supply after amping up the demand. If they notified us on our bill of this it was no where someone who just actually pays their bill looks and we were hit by an overage fee. After hours on the phone they agreed to credit us for overages prior to that date, crediting what showed on our bill which was are first notice of the overage charges and the remainder would need to be credited once that cycle was over. That $50 overage was never credited though agents during the dispute credited the service charges associated with it and advised of the amount due absent the disputed charges for several months. This month however they declined rather rudely. That has sparked us to cancel all services with AT&T. When we called to cancel however, Jason the latest and most rude agent we have ever had to deal with alluded to the fact that if we cancelled that the $50 would not be credited. When I suggested that I would contact corporate he acted as if it did not matter and that I did not matter. I asked to speak to a supervisor and he advised one would not be in for 3-4 hours and would have them call. It has been over 3 hours and I suspect I will never get that call.

I want to be treated fairly. Credit the $50 and any fees stemming from that charge. Set a reasonable rate for my internet service. It is not worth $38/month. $20 at best especially since new customers only pay $15. I am living just above the poverty line and supporting my recently unemployed daughter who uses the internet for her job search and training. My final request is to reinforce the principles of customer respect you tout in your Corporate Code of Conduct. If the way I have been treated by your various representatives is "the highest standard of honesty, integrity and respect" then you need to review what those words mean or you will lose the trust of even more of your customers until there are none left.