Do NOT use the Internet Better Business Bureau complaint system (www.bbb.org) to lodge a complaint against AT&T Wireless Services. If you do, your complaint will be handled by the BBB of Oregon and Western Washington. Not only will you waste your time, but your complaint will actually be used to IMPROVE the atrocious customer service record of AT&T Wireless.
I lodged a complaint against AT&T Wireless, using the central Internet complaint system, in early July. An AT&T rep had talked me into getting a "free" phone, without disclosing that the "free" phone came with a two year contract. AT&T stubbornly refused to honor this commitment, and gave me a cheap "refurbished" phone after forcing me to return the "free" phone in order to cancel the two-year contract.
I lodged a complaint with the BBB using the central complaint system. AT&T responded by reiterating that its position was correct and did nothing to resolve the situation. Early in the process, my complaint was closed and marked "closed-satisfied." I told the BBB that this was not so, and I was told that this was a "mistake" and that the case was reopened.
More back and forth with AT&T, which again just reiterated that its position was correct. I responded that AT&T did not resolve the problem—which it clearly had not. I told the BBB—close this case and mark is as not resolved. There was no point in going back and forth, so I gave up and changed cell carriers. To my amazement, I receive word, by email and letter, that my complaint had been marked "closed—satisfied" and "complaint judged resolved" even though I clearly was not satisfied and AT&T had done nothing.
I immediately contacted BBB by email. A representative, Charity Daniel, initially denied that my complaint had been listed as satisfactorily resolved. After I pointed out that this was not correct, she sent me an email saying as follows:
In reference to your concerns with our reporting, we have recently received new verbiage from the Council of Better Business Bureau's in regard to customers remaining unsatisfied. Our previous reporting would indicate that the business addressed and responded to the complaint, however, the consumer remained dissatisfied. The new verbiage, which states Although the customer disputed the company's response, based on BBB experience the company properly addressed all the issues of the complaints', is what we now post on the reliability report to the public.
So be warned. Do NOT file a complaint against AT&T Wireless or any other wireless carrier with the Better Business Bureau!
Gary
NY, New York
U.S.A.
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