AT&T Inc. Wireless
LIVID with Termination Fees

We have been long-time 20 yr. Customers for cellphone service through AT&T. We recently moved from Philadelphia, PA to a suburb about 15 minutes away. My husband is on-call at a hospital 24/7 so that his cellphone is very important in getting emergency phone calls to him. After moving on 7/31, he missed several emergency phone calls due to no service from his cellphone in our new neighborhood. We called ATT who told us to go to a local store to get a booster..in doing this, we were told by the Manager of that store that the booster is only good for a very short (30 feet, I think) distance and since our house and yard are bigger than that, we still would not get service if outside of that area and also shopping, eating, visiting, etc.in our new neighborhood. The Manager confirmed that the service in our new neighborhood is very, very weak since there are no towers close by. He said the only solution would be to go to another cellphone provider which we didn't want to do (ended up costing us over $675 to get all new phones from a new provider which was hard to come up with because of just moving and all the expenses associated with that) but we were forced to do so because of no service from AT&T. He also confirmed with his Supervisor that we would not be charged the Early Termination Fees since it is not our fault that we can't get service (as provided by AT&T in the contract) in our new neighborhood. He said it was noted in our account and that AT&T was only requiring and requesting us to return 1 out of the 4 phones (an IPhone 4) since the other 3 were old (very close to being done their 2-yr contracts) and not worth any monetary value anymore. We returned the IPhone4 with a label that ATT provided to us and at that point, there was no balance on our bill.
We now have gotten a $292 bill which represents Early Termination Fees. This is where the LIVID starts — called ATT and talked with a Megan (very nice but got nowhere with her) and asked for her supervisor (Dave)... He listened to our issues and then quite obnoxiously stated that it's not ATT's fault that we moved and our new neighborhood does not provide ATT service, and that if we don't want the Early Termination Fees, we should move to another area that does provide ATT service. REALLY??? A Customer Relations Supervisor from the country's "largest and most coverage available" Company is suggesting that we move back to an area where are cellphones will work so that we don't have to terminate our contract? Isn't the contract that we signed supposed to provide us with services in the "country-wide and world-wide" cellphone coverage that they advertise? And if no service is available, are we supposed to stay with this company if they are not providing the service contracted for? I don't think any person in their right mind would do this and still pay for a service that's not being provided through no fault of the customer but rather the cellphone provider's inability to provide the service. Shame on us (as this Superivor contends) that we didn't move to an area of AT&T coverage, as well of to think that our new home search should have included this as we looked for our dream home. If AT&T is so widely available as they advertise, why would this even occur to us? WELL, we found out otherwise and now are being penalized for their inefficiency in providing us with service. Not only was this Supervisor so obnoxious in handling our issues, we can't even imagine a huge company like AT&T thinking that they can get away with charging loyal customers with fees that should be waived because of their inability to provide the services that they advertise and for which we expect by subscribing with them. We are sure that this Supervisor has acted extremely out of line, and as we were promised by the Manager and Supervisor of the ATT Store see that the Early Termination Fees are waived because of their lack of service for us.

Company: AT&T Inc. Wireless
Country: USA
Address: 900 W Airport Freeport Hurst TX 76054
Site: att.com

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