I've been fighting with AT&T BroadBand Cable since July. First, I was without Cable for a week due to poor customer service. There was a rain storm and the power went out. Once we regained power, I called the cable company because I have digital cable and it wasn't functioning properly.
I spoke to three different Customer Service Reps who attempted to send a 'strong' signal to my cable box. I also had to deal with a fourth Customer Rep who obviously didn't like her job. Because from the moment she answered the phone I could hear the fustration, aggravation and attitude in her voice by the dramatic sigh she let out before her greeting.By now I was the one aggravated, so I called to speak to a supervisor and was informed she was in a 'meeting'. Apparently they were all in a meeting. I wrote the regional office in Miami and the Corporate office In Colorado.
I finally got them to send someone a week later and had to miss a day of work to get cable fixed. I had to convince the technician after two hours of no success with attempting to repair that he needed to change the box. Okay, I got my cable fixed and the following month I got a bill $20 less than my usual bill.
I'm like great, after the poor customer service I had to deal with and the length of time it took for repairs, it's the least they could do. I gladly paid my bill in full and thought that was the end of it. Wrong!
This month I get A bill that is $4.50 more than my usual bill. I call 1-800-568-1212 to discuss why I've gotten these additional charges. I spoke to a 'Gary' who informed me that there was a $2 balance from my previous bill (he had no justification for the other $2.50). I had him verify my August bill which was $57.86 and I asked him to verify my payment for the month of August and he informed me it was $57.86. Again, I asked why the extra charges if I paid my full balance as it was documented. He insisted there was a balance although all my bills were paid in full and my August bill didn't reflect any pending charges. He apparently couldn't justify himself.
I asked to speak to a supervisor and guess what? She was in a meeting. But he informed me 'Ms. Aponte' would call me. That was 9/11/02 today is 9/27/02 I am still waiting.
Again I wrote the regional office and Corporate office and I haven't gotten a response from either of them. I called the 1-800 number and spoke to a Customer rep named 'Shanita' who refused to give a last name. Who also informed me that her supervisor was not at his desk. When I asked to speak to another supervisor she told me none were available but I could leave a message with 'Wilbert Neal' her supervisor who would call me. I'm still waiting.
I asked why I never got anything in writing from AT&T Broadband in reference to these charges. She informed me that previously I was being billed incorrectly and as of September 1 I was now being billed correctly.
Now, I know this company whose been sued before for unethical billings is well aware that they are to notify their customers of any changes especially when it is due to their negligence. But considering the people they are hiring and the gross inadequate management of their company they will remain in litigation.
I've asked for something in writing from the company. I've paid my bill in full (though I'm starting to wonder if I should have). But I also intend to continue to dispute these hidden charges.
I know I am not the only one out there they've screwed like this. Hell, the customer rep made me aware I'm not the only one with this billing issue. I would love to hear from some of you or someone who can help me resolve this problem or direct me to someone who can.
RACHELLE
Miami, Florida
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