For the past two years, there had been little contact between our home and cell phone providers (Bellsouth and Cingular). When our contract was to be renewed, we felt it was time to upgrade to different phones and additional services for our move to a different state with limited internet access. (This was after the big ATT/Cingular/BellSouth Merger). Since our previous experiences with our cellular services were bearable we decided to keep our current cell phone package but add wireless data cards. This was one of our big mistakes.
When the data cards came, one of the cards was un-useable because it was wrong card was sent (not compatible with lab top). This had to be returned and it was nearly 2 weeks before a horrible universal card which fits into the USB port arrived. This was an extremely flimsy and fragile product which was so delicate that after a few days it was difficult to maintain a good connection. So after about a week, we decide that this is not worth the money or frustration, and being still within the 30 day trial period we had this service cancelled and kept our cell phones with AT&T wireless. It is at this time that our combined billing with AT&T residential and our wireless service terminated since we had moved to a different state.
The second of our biggest mistake was to make the purchase for this service for our wireless data cards over the phone. The customer representative took the wrong order, which we did not realize until about 2 weeks after the purchase. We ordered two unlimited data cards for 39.99 p/month service. The representative only made one order for unlimited and the other for a minute to minute 5MB service. Their selection resulted in a nearly $3000.00 bill.
Initially, AT&T wireless accepted blame and apologized for their errors and made adjustments due to this error. However, the purchase was made in May and it is August now and AT&T residential has sent a balance owed to collection agency. This balance is the remaining portion $535 for which AT&T wireless had adjusted for due to their error including return of equipment and activation fee charges. Honestly, I don't know what is really going on, that 2 divisions of a company cannot be on the same page with a combined billing! I think it is quite ridiculous.
Compounding this issue, are very rude customer service representatives on the Combined Billing and Residential Services who basically called me a liar and said that I was to pay for equipment and fees for a service which AT&T wireless had accepted blame for in addition to accepting & adjusting those charges. A HUGE FIASCO! Additionally, there were customer reps from ATT combined billing/residential/collections who said they were calling AT&T wireless representative but I became suspicious when the customer rep "supervisor "was just as crude and unprofessional as the other reps I spoke with. To add to this, they were not able to see all of the previous "settled information with AT&T wireless. (I asked if they could put a note that I called in on that day.) So when I called AT& T wireless, to find out if I had really been on the phone with AT&T wireless when talking with the combined billing representative, I was told that the wireless dept had no record of me calling that day or speaking with combined billing with them.
I really have no idea what is going on with AT&T but every time I see an AT&T commercial I get nauseated and really feel like vomiting. I just want to tell others to beware of adding an additional service, moving to a different state or breathing on their AT&T service for the chance that they will have to experience this very distasteful bitter pill, called AT&T. I have spent countless hours speaking with customer representatives, supervisors and waiting for resolution.
I am presently awaiting a call back for resolution. I want to stand firm and wait until this is resolved. However, I do not want this to impact our credit as well.
So, I will be patient just a few more days.
I hope there are some pious, litigious individuals out there who may read this and place a response or legal advice. If a large mass of people are being given bad service and they stand together, maybe monopolizing companies like AT&T would not get away with service such as this. What else can be done to make them more accountable?
P.S. I am aware that they are very good at covering up their mistakes because right now I don't even have access to all of the adjustments and credits to my account or all of the notes which confirm that they occurred. Unfortunately, I am aware they can be likely be deleted with ease.
I do know this: The LORD abhors dishonest scales, but accurate weights are his delight. Proverbs 11:1.
Grace&Truth
Wichita, Kansas
U.S.A.
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