I have a complaint about AT&T wireless phone service and bill charges. I had been a loyal costumer for more than 5 years in Texas, but when I moved to Florida in Septembe 2014 the cell phone problems began as follows:
1. Bad connection on my Samsung 4s(Had two lines). When my wife called AT&T the rep in Texas the rep told her to get a new SAMSUNG5. She did, to no avail in Florida. So I switched her to Verizon with the same number. VOILA, no problems since. I was charged $305 from AT&T because I cancelled that phone line before my 2 years.
2. I received a rewards letter from AT&T upon my arrival in FLorida, "Welcome to Spring Hill (Where we live now) Spring Hill resident are eligible to recieve up to $250 back via AT&T Visa RewardCards." I called ATT for the reward. Their phone answer, "You don't qualify because you alreadey have service with us." If I already have ATT service why the junk mail with promises?. Letter claims 99.9% ATT reliability. May be in Texas. Deceiving.
3. I called ATT to complaint about my personal ATT phone problems and why I switched my wife's phone. Answer from ATT rep: "You have an old phone get a SAMSUNG5", I mentioned my 25 years of service in the U.S. Army. the rep stated, " Military personnel are eligible for a 15% discount. Go to any ATT agent and show them your military ID card". I did. ATT rep answer, " You don't qualify you're military retired." So why the offer over the phone? I bought the Samsung5 from Walmart, as suggested by the former rep. Connection problems continued.
4. Called ATT costumer service, was connected to tech support. The answer, "Everything is fine must be your phone. Take it back to Walmart and exchange it." Walmart's answer, "Too late, the 14 days for returning items expired. Sorry". By the way, since I had also switched phones my ATT plan was changed from $26, a month per phone service to $40, plus 2 more years since the date switching phones.
5. Got the bill from ATT with all charges new and old. Old together $638 plus change. I called ATT for the charges. Answer: "You have a new plan so both phones go into the new plan of $40 each for the NEW service" .See item 2 above. ATT rep stated. "You can pay the $638 in payments". I said ok and began sending $170 a monthly. Two months with no bill problems. technical problems continued even with the new phone.
6. December 26, 2014. I tried to use my phone; no line, tone or anything. I called ATT. Answer. "you owe $400+ in charges and you need to pay that now plus $40 reconnection charge". I told the rep this was abuse of charges and to let me talk to a supervisor; his answer, " This is Chris" I explain the previous ATT arrangements. His answer, " There is no record that you made arrangements with anybody in ATT about the installment payment and that is why your line was cut off". So who cancelled the line? ATT. Chris answer, " You need to pay your entire bill now before you can get the service back, plus another $305 cancellation fee". I told him to forget about it and hanged up. Two days later I called ATT and asked about the bill status and explained that I've talked to Chris, the supervisor. Answer, "Who's Chris. There is nobody here by that name. I explained the details. No response; then, Wait, let me check". 5 minutes later, oh yes, Chris is a supervisor, but you have to pay ALL of your bill now plus $40 charge reconnection fee". I also switched to Verizon. Albeit a new number. No problems. Got a 25% military discount on equipment and a free phone.
7. I Got a bill from ATT about three days ago. Charges $782 plus change. $305 because, " I cancelled my phone". I thought ATT did it.
So, I wrote a U.S. Congressman, Richard Nugent, from Florida. His rep answer, "We don't deal with business abuses. Is up to them how they handle the business. We handle U.S. Military Veteran issues. Sorry. [Per Guidelines: Keep it Relevant and Appropriate]..
I wrote a letter to ATT's Director of Costumer Service. I'm waiting for his answer. If any. ANY SUGGESTIONS?