I am writing to document my sincere dissatisfaction with AT&T. I currently have internet service on one account305 232-XXXX XXX XXXX and it was shut off. When I called customer service I was informed that my current account was shut off due to an account that hasnt been open in over a year 305 237-XXXX. That account was shut off and apparently I owe $298.82. I have made several calls about this account over the last year to year and a half and every time asked for proof that I owe the money by providing billing statements either mailed or faxed to me. I explained I would match those statements up with my payment receipts AND checks from AT&T for overpayment on accounts. I continued to get letters in the mail reading my account would be shut off for lack of payment after I mailed the payment in. Weeks later I would get checks in the amount I previously paid in regards to overpayment. I received approx. 6 checks. Still no proof was ever sent to me explaining how I owed $298.82 and I continued to have my current internet service through AT&T. When I contacted AT&T yesterday, 19 JAN after finding out my internet service was shut off and explaining to the representative the on-going issue she said she could not look back that far to provide me documentation that I owed the money. If documentation cannot be provided proving I owe money, how can I owe the money then? I attempted to contact customer service again today while at work and spent almost forty minutes on hold and again, told no documentation could be found substantiating the money I presumably owed. I was given another number to call, a number for a collections department that my account had been referred to and that number ended up being a fax number again wasting my time.in all I wasted over an hour at work trying to resolve this issue only adding to the countless hours I will never get back trying to fix this issue. If AT&T can no longer fix the issue with me because it has been transferred to a collections agency than how can it shut off my current service because of the account? I am not disputing I owe the money, I just want proof and for some reason no one I talk to can provide that proof. I constantly get switched from one department to another, one person to another and from one business to another. The incident has been posted to my credit report and still I cannot resolve this issue. Your customer service representatives are rude, dont know how to do their job, and dont know how to use the phone system because I have been hung up on when being transferred several times. I have no choice but to report this matter and your company to the BBB and usacomplaints.com. It should not be this difficult and ongoing to resolve an issue, especially when I am willing to pay the amount in full if I in fact do owe the money.
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