I would like to let other fellow consumers know of the experience I had trying to set up a new home phone service.
I called one week prior to moving into my new apartment. The representative took my information, said based on my credit I would need a deposit of $42.01 to activate my account - but that could be divided up - one payment of $14.67 to activate account, and then the remaining two payments would be divided up over my next two bills. I told her what type of service I wanted for my home. She told me different options to select, what plans and features to select. They said to select a one-rate 10 cent plan for long distance because they charge you about $5.00 a month for not having long distance service. Then they send a package to you that she said would take 3-5 days to get there. After 5 days I called them after receiving no package. They told me they were sorry but it could take up to 10 days to recieve this package. The first lie.
I finally received the package 9 days later. The agreement was confusing and listed none of the options that this representive had given me, so I wrote them in -not sure what I was even selecting.
In the morning I called again and talked to a new representative, to ask if I had filled it out right according to what type of service and features I wanted. The guy said - no we don't charge for long distance. The other lady didn't know what she was talking about - you don't need long distance. Then he told me that in order to have the expanded local calling area for unlimited local toll service that I wanted I would have to add local toll service to my package for $11.95 - that confused me, but I said ok.
After getting a copy of my apartment rental agreement notarized, (their request) and a copy of my drivers license, and a money order for $14.67 I had to pay an additional $3.85 for priority mail to send it to them so it didn't take another 10 days to get back to them.
I waited 4 days and called back to see if my package had arrived, and what my new telephone number would be. They could not locate my name anywhere in their system. I had not even been entered, the next day they said it was received, but nothing entered in the system. This is where they told me from here it could take up to 20 days to process my application and turn on my service. I was very upset and wanted to speak to a Manager. Of course they told me none were available, one would call me back. No manager ever called me back. I called every single day for the next week begging and pleading for someone to just tell me if my package was received, if it was there and being processed, nobody would tell me, and they would not transfer me to the processing department - they claimed they had no way of calling them or transfering me. I told them I would cancel my money order.
The next monday I called them they gave me a new telephone number. When I got home from work I picked up my phone to find out there was an extremely loud buzzing tone on the line that did not go away after I dialed the number. I called a friend to test it, and I could not hear her at all except a faint mumble, she could not hear me either except for tiny bits and pieces if I yelled. There was a problem with my line - but that is ok I thought because I asked for the inside line protection feature.
I called AT&T again in the morning. The lady representative did a test on the line, she told me the problem was coming from in the box outside, she set up an appointment for the technician to come out.
I called a second time that day just to ask somebody about my local toll service, just to be sure I had unlimited local on my plan. The guy told me I didn't need local toll service, I needed another plan for $11.95 which he would add to the account. I told him to make sure he took the other service off. He said the order was still being processed, and it could take up to two weeks to have it on my service. He completely confused me, I had no idea if I was going to have two of these services on my package, or if the package would give me unlimited local tolls.
When I got home there was note on my door saying that he was there, tested the line, and the problem was coming from an inside wiring. It said to call back the next day.
Today I called back, February 26 (over a month since I called to get my new phone service set up). The woman told me that she'd set up the technician to come out. It was going to cost me $130 for the first half hour and $30 for each additional half hour. I said"Oh, but I have inside wire protection on my plan" she said"oh yes, I do see that, but oh, your service was just activated 2 days ago. We don't add the inside wire maintenance plan until 30 days after activation." So I would either have to pay over $130 or wait another month to get my phone fixed.
I was furious, bewildered, and at the end of my rope. She was rude to me, tried talking over me, telling me to be quiet, and ignoring what I was saying. I told her I wanted to cancel my service, I wanted it disconnected - I told her I had been back and forth for over a month and I was going with another company. She immediately said, "oh, maybe customer service can do something for you, or adjust the fee somehow" I was transfered to Customer Service.
The guy told me that it was there "policy" to not put the inside line maintenance on until 30 days after activation. I told him that nobody had ever mentioned this to me, and it was on no paper work or application I ever signed. He said the same thing I had heard from these idiots at least 15 times before. "I'm sorry that is the procedure, I'm sorry nobody told you, they should have." I told him I wanted the service cancelled. And he said ok, have a nice day. He did not even care that I was cancelling my service and going with another company. Not one attempt to keep my business.
Not one single customer service representative that I talked to cared the slightest bit. I could not get a straight, knowledgeable answer from any of them, all they could say was what seemed to be written on a script. If there was an answer that seemed knowledgable - it turned out to be a bold-faced lie and completeley inaccurate.
Now they are telling me because my service was turned on and I made one phone call (which I couldn't even hear the other person - how was I supposed to test the phone to see if it worked) that they may not refund me my deposit of $14.67.
I think AT&T is the absolute worst company I have ever made contact with. They are rude and dishonest to their customers. The representatives are the least knowledgeable people I have ever heard speak. Their ridiculous "procedures" and "policies" change every day. They gave me a run around, and in my very honest opinion tried to steel money from me, by taking advantage of me and taking me for a fool. I was a fool to struggle for over a month to use them for my phone service and get a straight answer. Now they can't even promise that my deposit will be returned to me.
All I can say to consumers is BEWARE! Do not use AT&T for your local phone service - you will regret it.
Roberta
Westmont, Illinois
U.S.A.
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