This past May I reported to AT&T that my DSL was not working. After doing all the testing from their end, ATT determined that it appeared to be problems with their DSL wiring and they
Would send someone out on that following Tuesday. There would not be charges. No one showed up and I continue to call and
Called again. ATT could not make contact with the person who was supposed to come out and assured me that someone else would be at my home in the next hour. No one came. Took off an afternoon from my job for nothing. They rescheduled someone to come the next morning (Wed.). The person came. He checked the wiring, told me he had to redirect wiring to come to only one specific phone outlet in my house and blamed the problem on my ADT security system making changes on the alarm system. I have made no changes with ADT and I called them and told them what the AT&T tech said and their technician didn't have the slightest idea what AT&T is talking about. Now I cannot move modem around. He left. I tried to make a phone call and I couldn't get e a dial tone. I had to hail down the AT&T tech, he came back and fixed whatever he had to fixed. After he left, I discovered that I still had the same problem. No dsl. I contacted ATT DSL again and this time ATT DSL determined it was the modem. The customer rep.informed me that they would ship one out free of charge, I would not be charged for the service call and that it would take 2-3 business days. I waited 3 days. No modem!
I call again and this time I talked to a customer representative supervisor. I am informed that there is no record of an order of a new modem to me. This supervisor then assures me he will make sure that I receive the modem, again no charges whatsoever. The modem does arrive 2 days later, I connect it and the DSL is working.
My bill comes and it is a $282.47 with $160.00 for Order number ZWBH1411CN!!! Why I am being charge and for what? This $160 is an exorbitant, price gouging fee! The service did not repair the problem nor was I told it would cost this, it was the need of a new modem for which I was not be charged for all that I went through to get this problem solved. I need immediate response and resolution to this issue. I deserve a refund. I was told that the tech had written in his report that he told me that he had to do something to the wiring. He did, but he never told me the costs because I would have immediately canceled the service if he had. More over, he didn't stay long enough to make a fraction of the $160 charge!
More phone calls lead no where. I had to pay the bill because if not, my service would be terminated.
Since ATT has no formal complaint site, I will be filing a complaint with BBB and other consumer services and will be looking for other competitive ISP services.
Vivian C
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