This correspondence is intended to serve as a formal complaint against the AT&T Wireless Corporation. Over two weeks before the date of this letter, I attempted to change my billing address and receive a new phone number as I have recently moved to a new city. The first five or so times I tried to contact AT&T, I was on hold for over an hour without getting to speak with anyone.
After several hours of holding, on various days, I finally reached someone in person. They told me that their department is not responsible for carrying out my request and I was transferred. Again I was on hold for an extremely long period of time, I would estimate about forty0five minutes. Finally I got to speak to another person and she told me that their system was down and no changes could be made and to call back the next day. The next day I called and had a similar experience. Both being on hold for a long time and being informed that the system was still down and no changes could be made to my account. This same thing accord two more times and I decided that I wanted to cancel my account with AT&T.
For the following week I called to try and cancel my account. Again, I was put on hold for a very long time, and finally reached someone. The representative told me that the system was still down, but she would put in an order to terminate the account as soon as the system was back up, which she said would be the next day. She also stated that my service would not be cancelled until the end of my billing cycle which was 12/19. I then asked for a work order number, but was not given one because the system was still down.
I took her word for it and called a week later to confirm my cancellation. Attempt only to speak to another representative who said that she could find no record of my request to cancel service. The new representative told me that my service would be cancelled immediately, that I would not have to wait until the end of my billing cycle, because that would be an another month. She gave me her name, Cameran, and her extension number 51780, and told me that the system was still down, but she would take care of it tomorrow, 12/21, and would call my home to confirm. She then told me that if I did not hear from here to call her back. The following day, 12/21, I waited until about 3pm and still had not heard from ATT.
I called and left a voicemail for Cameron, but did not hear back for another hour so I called again. Again I was put on hold for over 20 minutes and spoke with another representative and explained my situation. After searching his computer, the new representative told me that there was no record to terminate my account and that he could put an order to cancel my account but I would have to wait until the end of my billing cycle, which is not until 1/19. I explained that I was assured by a different employee that my service would be cancelled immediately.
The representative said that there was no record of this and there was nothing he could do except. I had no choice but to cancel and wait another month. I am under the impression that employees of AT&T have been deliberately avoiding my request in an effort to ask to cancel my cellular service through AT&T.in my opinion, AT&T's service is terrible and people should be made aware.
0 comments