In December I'd received an advertisement for cheap internet service through AT&T worldnet. Being tight on money I decided to give them a try as they offered a one month free trial. After signing up my husband and I tried continually to sign on to this server and could never gain access. I called during that first month and asked the service be cancelled and was assured it was.
Two months later I get my long distance bill which also shows AT&T worldnet charges on it. So I sent emails two different times explaining to them that I was never able to log on to their service and asked that the charges be reversed and the worldnet account terminated. Both emails were returned to me telling me this was not a billing issue and to call worldnet direct. I tried to call on three different occasions and sat on hold for 30-40 minutes. Both times I hung up as I did not have time to sit there that long.
I finally got a call from a customer service person this was in April, her name was Yvonne she was calling about the past due charges. I explained to her all I'd gone through trying to contact them and I asked her to please calculate the balance due for long distance and I'd pay her that amount immediately with my debit card and asked her to please have the worldnet charges removed and the account turned off. She put me on hold and advised me of my long distance balance which was around 17.00 and I gave her my debit card number for those charges. She advised me she'd have to put me on hold to discuss the worldnet reversals with her supervisor. She came back on the line and advised me that she was reversing all the charges and went over each month with me and the amount she was reversing. She told me she'd send a message to the worldnet department to have my services cancelled but assured me all charges had been reversed.
Two months later in June I got another bill, no charges had been removed infact I'd been charged for two more months worth. I at that time wrote a letter and enclosed it with the check for my long distance charges of $8.15. I gave them the name of the person who was to have removed these charges and again asked this be done and that this account be turned off.
Two months later in August I get another bill. Once again no charges removed and more charges have been charged to my account. I called them on 8/17 and spoke to Nathan advised him of this situation and he advised me he could only remove 3 months worth of charges. I told him I wanted to speak to a supervisor, he said he would transfer me and then we were disconnected.
I called right back and spoke to Lee who explained that he would remove three months of charges as that is all he had the athority to do and that he would give me a confirmation number this time so I knew it was done and that he'd then file a trouble ticket for the rest of the months and that in two days I'd either be contacted or all charges would be removed. He also at this time gave me the confirmation number and trouble ticket number. I gave him my cell phone number for a contact number.
No call came and so today I decided to call to verify charges had been removed. I was told that only three months would be removed and I was responsible for the other charges. I asked for a supervisor and was told I couldn't talk to one. I told them I've been trying to get this resolved since signing up and that I've never used the account and demanded a supervisor.
I was placed on hold for 15-20 minutes and was finally transferred to Tom who said he was a supervisor and that they had no record of me calling before and if I had I would've gotten a confirmation number. I advised I was never offered one until this last phone call and that I had record of those I'd talked to previously and copies of my letters. I asked him if he could see that this account had never been accessed. He said he could see that and regardless I had to pay for it anyway. I asked for his supervisor he said his supervisor didn't take calls. I asked his supervisors name he said he would not give that to me. I asked for his supervisor to call me back. He said they don't return calls. I asked him to confirm for me that the account had been disconnected. He said it had. I asked him to confirm that 3 months of charges had been removed. He said they had.
I advised him I'd be contacting the better business bureau and filing a complaint and adivsed him I would not be paying these charges and that I would be taking what ever means neccessary to report AT&T he said that was fine. I terminated the call.
Mikki
Overland Park, Kansas
U.S.A.
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