I'm the little guy, in case that isn't apparent. I am pretty easy going and it takes a lot to make me angry. Poor customer service seems to have become a way of doing business with many big companies. Usually, with some perseverance, you eventually can see a dispute resolved. Not this time. Only a communications company would be able to wiggle their way out of communicating. I do not think I have ever dealt with such sub-par customer service.
My story is probably not unlike many others. AT & T is a monopoly and unless I go to phone service offered by an internet provider, there is no other option for me to have a home phone. Our reasons for desiring a home phone are that we can send and receive faxes, a way to be reached so we don't need to give out our cell number, and if cell service is not available we have a backup (and vice-versa). We will probably be going the Vonage route soon. There is even a consumer complaint website for AT & T, not their company's page, but one established for customers that have not been able to get satisfaction from AT & T.
http://www.bigwebs.com/webs/att/phone.htm If you Google AT & T complaints, you will be able to view about 576,000 results.
We have been trying to resolve an issue with AT & T for months. We have lived in our current home for just over one year. When we moved our phone service, somehow we ended up with a package that included long distance. We use our cell phones for all long distance calls. We were unaware of the "new" plan until we received a bill for a long distance call. We had not made the call and were unaware that we even could make the call. I called AT & T and after talking to various reps that barely spoke English but had American sounding names, (read: outsourced jobs) I was told they would take care of the error and remove our long distance service. Of course, this was not a quick fix.
A few months later we received another bill for the same event. Of course, by now, we are past due. This time, after 3 transfers and a ridiculous time on hold, I wrote down the name of the person promising the situation was corrected along with a confirmation number.
Fast forward three months. I received another bill for the save event. Now, it is very past due and I am thinking I need to check my credit report. Funny thing, the amount on this latest "reminder" is $4.85 less than the last. Maybe if I just ignore the bills for a couple years the amount they are billing me will dwindle down to zero? Not likely. This morning, I called them again at the number on the bill. After confirming all my stats, and assuring me she was the one that could help me, I was passed on to another rep at another number. Deja vu, I just did this, only this rep was a man. On to rep three at a new number they were so kind to transfer me to. I could not understand more than a few words that this man spoke, but was put on hold. Soon, a recording played instructing me to leave my name and phone number and someone would return my call. Never was an option to hold given. At the beep, I gave my name and number, and wondered if I should just pay the bill then cancel all service. I wonder if I will ever be called back? I wonder if I will be reimbursed for my wasted time? I wonder if I even can cancel service! Does the confirmation number even exist, or was that AT & T's lame way of placating me?
What can the little guy do when big business calls the shots? Anybody have any suggestions?
I just called again and am being transferred back to the second number...again. Everyone at AT & T says they cannot help me, and transfers me to another department. This is one frustrated consumer.
Update 12/08. We received a bill with zero due. My husband and I spent many hours trying to get this resolved and eventually he was patched through to an AT&T VP. I am thankful. If you are going through a customer service nightmare, don't give up. In the end, it will be worth it. Dealing with this company was a giant sized headache and we will not be using their home phone service again.
