My cell phone was stolen and I reported it as missing when I called ATT on 10/31/04. I specifically asked for anything happening with the phone the past 3-4 days and I was told that nothing was happening and the ATT rep actually told me to go to a local ATT store and get a used phone that I could use until I find my original phone. She told me that most likely my phone was just lost. A month later I get a bill and I see over $175 in charges on 10/28-10/31/04- that's when I realized that my phone was stolen and that the rep. Had lied to me on 10/31/04.
I called ATT in Nov. 04, waited forever and talked to 3 or 4 "Customer Care" reps who were much more interested in picking a fight with me rather than to help me. There point was that if my phone was stolen, but I only reported on 10/31/04, I would not get any refund.
I wrote a letter to ATT and received a nasty call on my cell phone in the middle of a meeting with a horrible woman telling me that if I didn't want to talk to her and if I wanted to resolve my issues in writing - NOTHING would happen.
A few weeks later, after I complained to CPUC, I got a call from a nicer person from the executive response center, who told me the same story per my contract I should have contacted ATT the day my phone was stolen (eventhough I only knew it was stolen after receiving the ATT bill). She wanted to give me credit for 1/2 of bill as a cortesy. I refused to accetpt this "courtesy".
I have written several letters to ATT, FTC, CPUC, etc. And the response I am getting from ATT is that the person wants me to call him back - probably to give me another "deal". ATT doesn't want to put anything in writing unlike any other business I have dealt with. The ATT deal is to threaten, demean and to hope the person will go away. I even paid $2.75 as "late charge" on top of the $175 fraudulently charged. ATT has refused to give me credit for $10 done on the day that I called - so ATT strategy here is really not to follow its own contract, but to treat customers like s* and play games.
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