Looking at this list of complaints, which is needless to say not the only one that is easily found on the Internet, you would think that somebody would look into AT&T's operations and procedures. The complaints cover all the bases: horrible Internet and wireless service, numerous installation problems, false advertising promises, billing problems that border on fraud and a customer service system that can only be termed as Kafkaesque.
So even though it is going on a huge, unnoticed mountain of complaints, I'll add my tale of woe into to this testament.
"¢ I had DSL with AT&T at my old place for a year, it was $15 a month and worked well with no problems.
"¢ I was moving, so a month before hand a called to transfer my service to my new address, which is about 3 blocks away (about a .25 of a mile).
"¢ After the first long wait I am informed that DSL is not offered in my new area (3 blocks away?), and that I would only be able to get U-VERSE for around $30 a month. Although disappointed, I say that is acceptable and I begin to sign up.
"¢ I am informed that there is a fee for installation. When I tell them that the installation fee is unacceptable and that I will go elsewhere if it is charged, they tell me that I can do a self-install for no fee. I tell them that I will accept this option.
"¢ While signing up, the customer service representative tells my that the equipment will be delivered to my new address in two weeks. I explain that this cannot happen due to the fact that I don't live there yet and will not be there to receive the package. The basic fact that I can't be physically be somewhere where I am not at confuses the service representative to the point where the whole transaction has to start over with a manager.
"¢ The outcome of this exchange (2 HOURS) is that I ended up with, unknown to me, 2 U-VERSE accounts.
"¢ About a week later I receive the modem and other equipment in the mail.
"¢ A few days before I move, I receive an email from AT&T reminding me of the installation appointment the the next day. There are two problems with this: one, I am supposed to be doing a self-install and two, I don't live there yet.
"¢ I call customer service to clarify this matter and after being bounced around about 5 times, I am informed that the first account was not canceled and that I can not do self-install in my new area. The necessary installation will be have $120 fee.
"¢ I almost do it (due to exhaustion) and ask when I can get an appointment. The representative says that I have an appointment the next day. I (once again) tell him that I don't yet live there. The next appointment isn't for 3 weeks.
"¢ I am very unhappy. I cancel everything and never actually have the service installed. This whole exchange took about 2.5 HOURS on the phone.
"¢ I get WOW Internet service. Sign up was easy, installation was free, the tech was came two hours early and have not had any trouble at all. I highly recommend them if they are in your area.
"¢ The next day I get another email from AT&T, leading me to believe one of the two accounts is still active. I also find that I do not have the return address label in the equipment box (which I had never opened) to send back the modem. I had found out about AT&T's strict return policy and wanted to make sure I did not get charged for the equipment.
"¢ Another phone call to customer service, canceled the second account (which was still open) and had them email me the return label. After this 2 HOUR phone call, I followed the return directions exactly, took the package to USPS that same day and mailed it to the location in Texas.
"¢ According to the tracking information, the package was received at their location 9 days later.
"¢ When I got my next cell phone bill (not from AT&T) I found that the customer service phone calls had made me go over on my minutes, costing me about $60 more than usual. Thanks AT&T.
"¢ About a week and a half ago, I received a bill from AT&T saying that I owed them $80.07 for the modem that I had already sent back and had been received. I had been signed up for automatic bill pay and my account would be debited automatically on October 18.
"¢ I call customer service again, explain the situation and am repeatedly assured that my account will not be charged the amount. I receive a confirmation number for this transaction. This is 1 HOUR phone call. I bet you see where this is going...
"¢ Two days ago, on October 18, I check my bank account online and see that AT&T has debited my account by $80.07.
"¢ I call again and am a little angry this time. I am bounced around a number of times and am told that they are looking form the equipment (remember, I have the tracking information saying it was returned) and the charges cannot be reversed for one or two billing cycles.
"¢ I tell them that this is unacceptable and finally get a representative to tell me that they will credit my account in two business days. This was another 1 HOUR phone call.
"¢ It has now been two business days and, if you haven't already guessed, my account has still not been credited.
So here is the score ---
AT&T - $80 Bill + $60 Phone Overage + 8 Hours Of My Life
ME - Zilch + Nada + Nothing
Product or Service Mentioned: Att Installation.
Monetary Loss: $80.