I am writing you today because your company AT&T violated the Fair Credit Reporting Act by running my credit report without my permission. I called AT&T on June 11th and spoke with Ms. Daniel and she signed me up for Uverse Internet and TV service under account # 111716370 with and installation date scheduled for June 27th. I called back on June 13th to cancel the service. I called AT&T on June 15th to sign up for Uverse Internet and the Home Phone service. The employee told me that the previous order under account# 111716370 is still in the system and hasn't been cancelled. He told me to call and cancel the previous order and he would give me a call back. He stated that the new account# for the Uverse Internet and phone service is # 111779542 and he stated that he would give me a call back. The employee never mentioned that he would run a credit report. The employee didn't call back as he stated that he would. I received a letter in the mail on June 21 from AT&T stating based on my credit history they have imposed certain conditions or restrictions on the service request. The employee from AT&T didn't state that a credit report would be ran to establish the Uverse service. I am already an AT&T customer under your cell phone service and DSL High Speed Internet. I called AT&T on June 22nd and spoke with Ms. Wilder a manager at AT&T to file a formal complaint. Ms. Wilder was very unprofessional during the call and acted as if she didn't believe me when I told her the situation. She also didn’t give me the correct information to contact the corporate office to file the formal complaint and she gave me incorrect information about AT&T practices in regards to their procedures. She stated that I should have known that they would run a credit report even if the customer service representative didn’t mention it on the call because I gave him my information. I told her that every time I call AT&T I have to verify my information but it doesn’t mean that they are going to run a credit report. She also stated that the calls are not recorded when I asked her to pull the call to verify the information. I told her that every time I call AT&T they state that the calls are monitored and recorded for quality purposes. I am very upset and disappointed with the way that I have been treated by AT&T.
I checked my email on July 5th and I received an email from AT&T Uverse stating that an order was placed on July 5th under account# 111779542 for Uverse Internet Service and they will send me an email when the order has shipped. I received another email on July 6th stating that the order has shipped. I didn’t place the order with AT&T for the service. I called AT&T on July 6th and spoke with Mr. Ransom with AT&T Uverse and told him that the order needs to be cancelled. He stated that I need to speak with someone in account services and he transferred me to Andrew Conder with AT&T cell phone service. I told him that I need to cancel the order for the AT&T uverse service that was placed on my account. Andrew was very polite and transferred me back to AT&T Uverse and I was on hold for about 7 minutes. Karen came on the line and stated that I need to speak with someone from the state of Tennessee. I was on hold for another twenty minutes and the line was picked up by Sean in West, VA and he stated that he worked for the Home phone dept. I asked to speak with a manager and he told me that they were in a meeting and he would transfer me to AT&T Uverse. He transferred me again and after being on hold for another ten minutes total call time using my cell phone minutes 42 minutes I had to hang up the line. I called back and spoke directly with Judy in cancellations and told her the situation and that the order needs to be cancelled. She stated that she has been cancelled the order as requested and she doesn’t have a confirmation # for the cancellation. I also asked her about the pending charge of one hundred and thirty six dollars for the AT&T Uverse and the activation fee that should not have been there due to the fact that we didn’t actually place the order. Judy stated that my account will not be charged. I thanked her and the call ended. I am very disappointed about the incompetence of the AT&T employees that I have encountered as well as someone running my credit report and placing an order without my permission.
I would like a response back within thirty days of receiving this letter. If I don’t receive a response back within thirty days I will be taking further action and possibly seeking legal counsel.
Sincerly
Former At&t custome
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