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 Payment for No Services Rendered???
Posted Mon December 15, 2008 8:59 pm, by JoAnne B. written to AT&T
On October 16, 2008, I ordered a land line phone service from AT&T. On October 20, 2008, I went into the hospital with a heart ailment. Over the course of the next few weeks, I was in the hospital and then released to go home and remain under doctor's care. I returned to work in mid-November, but still was not well.
On December 7 one of my friends tried to call me at home because they could not reach me on my cell phone. Eventually they reached me by cell and told me they had been trying to call my home phone. The phone had never rung. Curious, I called the home number from my cell...no ring. I went to the phone...no dialtone. On December 8, I called customer service...repeatedly...for two straight hours. Finally, I got an appointment for repair on Thursday, December 11 betweem 4 and 9 p.m. I went home from work and waited. I had to go to the store, so I called AT&T at 5:30 to find out if they knew about when the repair person would be there. I got through at 8:25 p.m. only to find the repair person was there on December 10 and checked the outside lines...they were fine. The service rep said I did not have to be home, even though I was told to be home between 4 and 9 p.m. on December 8. I tried to set up a repair appt. for the inside wiring to be checked. No...they could not do that because I had not paid my bill. I explained that I never received any bills. (I have a PO Box, but no mail was there or in my home mailbox from ATT--except my wireless bill.) They said I had to call Billing the following day and get my bill straightened out before they could set an appt. My bill was $173.18.
I called ATT on Friday, December 12. I spoke to Ed. He got my PO Box and after 80 minutes, he had taken away all charges except my $65 installation charge. We could not finish the call, as I had to go to teach my classs. He said it would not be a problem...he would finish processing the bill. He said I would have to then call Repair to set my appointment.
On Monday, December 15, I called Repair. They said they could not send anyone until I paid my bill of $173.18. The address they had was my home address...not the PO Box. It was as if I had never spoken to Ed on Friday. I asked to speak to a supervisor. A supervisor got on the phone and said I would have to pay the $65 installation fee before anyone would come to my home. I told her I wasn't paying anything until my phone was installed. No, she said, it doesn't work that way. I said, how is that...you installed my phone before payment when I ordered it in October...however, I never got the service. I asked to speak to her supervisor. She said, no...it doesn't matter who you speak to, the answer will be the same. At this point I screamed at her to give me a supervisor...she hung up.
I called back and got a regular rep. I asked for a supervisor and got Brian. Brian told me the same thing...I had to pay my bill before they would send anyone. I said I would give whoever came to the house a check AFTER they connected my phone...no, they could not do it. I cancelled my service. He said he would be sending me my final bill. For what? I asked. Ma'am, you have to dispute the bill once you receive it. WHAT??? No way. Now he claims I will get my bill on January 1 and will then have to dispute the charges.
Wow...can't say what I would like to say...but, I would like them to NOT charge me for NO SERVICES RENDERED. I don't want to ever have to call them again. I don't have an extra 6 hours a week to contact them and have further discussions with people who can't help you anyway. I was in the hospital for heart problems...I certainly don't need this additional stress. I just want to get a land line phone service in my home. That's all. I want no further problems with this company. I have my wireless service with them and have never had any problems...that is why I contacted them for a land phone to begin with! I just want this to be over.
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