At the risk of appearing lazy; I'm going to copy and paste the letter I wrote AT & T Wireless, regarding my issues. I have had nothing but problems with this company since day one. The following is just the final explosion:
Dear AT & T Wireless,
I have been told so many different things by representatives from your company that I can't even see straight. This summer, I racked up quite some overage charges. Once it became apparent that I was over my head, I stopped using my phone during the day and began sending as much money as I could in every week (except the first week of the month). I was really getting ahead, and almost had it down to a reasonable amount.
Then I received my October bill. It had an extra $236.00 attached to it. I had been keeping track of how I had been chipping away at my balance and knew that this couldn't be right. I called AT & T Wireless's Customer Care (I use that term extremely loosely) to try to get some answers. I spoke with a woman for a while that seemed to not have any idea what she was doing or what she was looking for. I would be willing to bet money that she perceives her job as just to take peoples complaints and try to momentarily appease them. She had absolutely no interest in truly solving any problems.
At any rate; she found a charge for a telephone on my bill. I informed her that I had no new phone in my possession and that charge needed to be removed from my bill. She informed me that any returned phone would take 2 months to drop off of my bill, because of restocking procedures. This sounded a little absurd to me, but what choice did I have but to accept it. She assured me that the phone would not be on my November bill, since the phone had been returned in September.
November comes, and the charge is still on my bill. So, this time I actually go into my local AT & T Wireless store (on November 17th). My salesperson, with-held, is the only person involved in this whole situation that I feel has wanted to help me at all. But, the way that your company is set up requires him to call in and talk to billing anyway. So there wasn't much he could really do for me except to explain to the billing rep. What had happened. I ended up speaking to that billing rep. (Darlene). She assured me that AT & T Wireless had made a mistake. She told me that she had filed a trouble ticket and that someone would contact me within 72 hours. To my utter shock & amazement (sarcasm), no one ever contacted me.
The following Saturday morning, I once again went into my local store. My salesperson was even aggravated by this time. Even he felt that I was getting jerked around...
Let me back up for a moment... in late August, my phone began giving me trouble. I was told that your company does not offer loaner phones. I had to purchase a new phone, return it after 2 weeks, and then we could work on getting my phone fixed/replaced. So the new phone was put on my bill. When I returned it after the 2 weeks, it was to be taken off. This is what I am told I still owe. I DO NOT HAVE THIS PHONE ANY LONGER!
So, Saturday morning, November 22nd; I am once again in the AT & T Wireless store trying to get my bill straightened out. I have been extremely reasonable throughout this whole process. I always assumed that things would ultimately get resolved in the end. I really did believe this. I now know that was a very naive approach to this situation. After the hours spent on the phone and in the store, AT & T Wireless had reached their final decision. The final decision is that; when I purchased the phone in August, someone had forgotten to charge me. This, in and of itself, seems utterly ridiculous to me. I mean really, letting a customer walk out of a store with merchandise they haven't paid for?
Please! No one does this. But this is your story. Your company gives me the phone, forgets to charge me for it, then when I come to return the phone it's immediately credited to my account. Then, in October some genius realizes that I was never charged for the phone, so it appears on my new bill. I do not believe any of this for one minute, nor do I believe anything any person answering a phone for AT & T Wireless has to say. Every time I spoke with any of your phone representatives they always have something different to say, always. No 2 people ever had the same take on my situation.
Consider this a letter of dispute. I am sending this same letter, with a few changes, to the better business bureau. I have already been on their web-site. I am certainly not the first unsatisfied AT & T Wireless customer. Your company has a lot of them. The general consensus is that none of your customer service reps have any idea what they are talking about; nor do they care. There are also a lot of complaints about outrageous billing. I will not pay you one more dime. I would rather spend all of my money on a lawyer than give you one more penny. I also want you to know that I laughed out loud when I read the portion of the letter I received stating that AT & T Wireless is eager to resolve this situation. The only thing AT & T Wireless is eager about is taking people's money, nothing else... Goodbye.
Rebecca
Charlotte, North Carolina
U.S.A.
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