Usacomplaints.com » Shops, Products, Services » Complaint / Review: AT&T Mobility - AT&T Mobility - end user care dept breaches contracts, worked through ARISE. #838983

Complaint / Review
AT&T Mobility
AT&T Mobility - end user care dept breaches contracts, worked through ARISE

This company breaches contracts while expecting you to uphold your end. I worked for AT&T end user care for the mobility department for six months through a company calle Arise that is somewhat of a referral company and helps AT&T with their contracts and work. My contract STATED that ALL statistics are based on that PAY PERIOD. I had pay periods where my quality score didn't match that CURRENT pay period. I was told by a Mr. Galitello that our scores are based on the MONTH. I told Galitello that the contract says PAY PERIOD and he told me, I'm sorry that's a mistake in the contract. UMMMMMMMMMMM, in the CUSTOMERS world you MUST OBIDE by your contracts and even if you make the mistake. I received a lower pay check because of this breach of contract. Then the following pay period I looked at my customer service score. It wasn't based on the new month, it was based on partial stats from the previous. THey MIX and match stats to give you a lower score. You get paid based on the amount of points you accumulate and this gives you a higher per minute rate for pay. Then there was another instance where I had worked 39 hours for the week but the company wasn't giving me credit for this. You only get paid for your talk time and AT&T through Arise conveniently gives you NO way to monitor your actual talk time. I normally worked 20 hours a week and that current week, I had worked 39. My paycheck was amongst my LOWEST in six months. You can't tell me an extra 19 hours no matter how much slower the calls come equates to less money than I've made in six months. The arise company has a metrics scoring system that AT&T gets the stats to that you can look at through your portal. I got paid for 3,000 minutes roughly and my metrics scoring itself showed me having 5,000 BILLABLE hours. I contact this Chris Galitello and he tells me that this system has errors and it's not correct. Well NOWHERE in the contract nor any SIGNED statements let's us know AHEAD of time that they have systems in the portal that contain WRONG information! I blame AT&T for this and not Arise for this incompetence. I blame Arise for NEVER fixing any of the problems I had, which were TONNNNS but they kept writing me reports through the resolution center that the problems were resolved. Bull%. I've had TONS of problems with this company. Another problem I had was we were taught to always utilize the self service options and promote this to people. One call they wanted an international feature added and I recommended them to add it through their account site, which is considered a self service center.international features aren't suppose to be done by us but we can refer them to the self service center. This person added the international feature on their own website and then I got my score card. I got counted OFF 40 points for adding a feature that is an international feature. First Off, I NEVER added this feature, they did it on their own site!!! I told them to pull the call and review it and they wouldn't. My paycheck AGAIN gets screwed and the resolution center writes me - Resolved. Bulllllllllllll. After six months of working for them and my calls had averaged around 800-900 seconds. After I made these complaints, I suddenly get locked out of my system without ANY PRIOR notice. I contact many of arise people and NONE of them knew and told me AT&T would eventually tell me the problem and that it's probably just a technical problem. After two weeks of not being able to work, I was told I'm being pulled from this AT&T mobility unit because my average talk time was to high. After six MONTHS! And during class on an adobe RECORDED session the teacher had said if our average handle time is below 10 minutes we should be fine. Prior to being pulled, I had my instructor (qa pf) write me how great my time is getting and etc. The contract doesn't state ANYWHERE that your average talk time must be this or that. The contract just shows points you get for certain talk times. I decided after all the knowledge I gained about phones and billing and tech support, that I wouldn't let it go to waste. So I signed up to the live person chat through AT&T. I had no problems with their biling or keeping track of my hours. My first score with them, I had scored a 90 percent on my customer service score which isn't bad considering the company had average 84 percent at the time. They wanted us at 93 percent. My instructor had informed me about this application called flash paste to use to get my time faster so I would chat with more people quicker and get more sales. So I started to use flash paste and was adjusting to this new application. My customer service numbers declined and I was adjusting to this new application. I went to the low 80's for my percentage. I wrote the arise solutions dept how lucky I am to work for a division finally that gets my pay right and hours. The next week I get a warning that my customer service scores are to low. THen followed by THREE days in a row they were saying my customer service scores were low. Upon those three days my scores were: 90 percent, 100 percent, 100 percent. I was starting to get the hang of this new application. I THINK they wanted my scores up with the company during that pay period and the law of averages makes that impossible pretty much when you are on the last three days of that pay period. I was vastly improving and then i got fired. I felt this was a bit harsh. I knew a lady in the company who had only been working 4 hours a week lately and the contract was for 20 plus hours who didn't get fired. I got fired because my stats were about 6 percent away from what the company average was at the time while i was adjusting to this new application, in flash paste. I wrote the company how furioius I was and that I SHOULD go to verizon and use all the knowledge I learned from AT&T to benefit their competitor. I also wrote I should go to the news about all of their TONNNNNSSS of mistakes in the contract, in the info and other things. Misquotes, during my 1st class with the AT&T mobility unit, the teacher was telling us not to be a bad representative and to be a good one beause the good reps can make $30 an hour. The highest pay you could receive was $16.80 an hour if you talked the entire time and waited on nobody during your calls and this was straight talk. This company will throw you under the bus and not care. I had calls when with mobility from other business care agents that were in my dept calling me!!! They called me to get information because they didn't know how to fix their customers problems. I would help out the customer service rep too and educate them on what to do and where to find the info and plus I'd take the call from someone elses customer. Get ahold of me If you have a problem with this company too. I quit a job to be with this company, I am making less per hour at a different job because of this company. This company breached their own contract and etc. Contact me at: [email protected] and let's get a class action suite going. Class action suits hold up better in court. I've already got documents, recorded items and paper work to prove everything I'm saying. Jump on my band wagon and we can teach this company that they must obide by their contract too!!!


Offender: AT&T Mobility

Country: USA   State: Florida   City: Miramar
Address: 3450 Lakeside Dr # 610

Category: Shops, Products, Services

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