URGENT – ACTION IMMEDIATELY REQUESTED
October 28, 2015
The ***** family has had wireless service with ATT for over 20 years. Dale ***** has been the primary account holder for Acct # *****, George *****, son and Cynthia *****, wife are listed as authorized users.
In June 2015, George ***** signed up for u-verse and internet service with ATT online. (First day of service was June 27th). He was asked if he currently had wireless service with ATT. He said yes and entered his mobile number. The next thing we know, the ***** wireless bill has been bundled with George’s U-verse/Internet account - #*****. It was not George’s intent for this to happen and he had no idea by giving his number when asked, it would cause the accounts to be merged. In fact, it should not have been possible for this to occur without Dale’s authorization. ATT took the original account – with Dale as the primary account holder and without permission or notification, changed George over to the Primary and took control away from Dale.
Cynthia discovered that she no longer had access to the wireless account within a couple of days of June 27th because she was trying to log in and pay the wireless bill that was due in July. She discovered she no longer had access to the account. As soon as the change was discovered, the *****’s immediately tried to have the bill corrected.
On October 15th, Cynthia called and after 54 minutes the representative assured her that within 24 hours the account would be back in Dale’s name. Cynthia was given a ticket number for reference. After a few days, Cynthia checked to see if the account was corrected and it was not. When she called and gave the ticket number, it was not found.
On October 26th, Cynthia called and spoke with a customer service rep named Michelle, she told Cynthia she was working on unbundling but the system kept giving her errors, and after 85 minutes, Michelle told Cynthia she would have to call her back in an hour. Michelle took Cynthia’s contact information and promised her that she would call back. The callback never happened.
Cynthia then called ATT and spoke with someone for 19 minutes, this person looked at all the account notes and was trying to see why the unbundle orders had never been put through and in mid-conversation the call was disconnected. Again, no call back.
On October 28th, Cynthia called to file a complaint and was told she had to submit a written complaint online – through the chat channel. Her first chat was disconnected. On her second chat, after 20 minutes, she was told to call one of 2 numbers. 888-757-6500 or 800-288-2020.
Cynthia called 888-757-6500 and spoke with a representative who said he would transfer her to the department that handled unbundling. She was sent back to the original start menu. She asked for billing and a customer service representative said he could help. After 46 minutes, Ken said he needed to transfer Cynthia to the wireless department to complete the unbundling. As is all the previous attempts, it was at this point that she was sent to yet another automated voice saying “We are sorry, we do not recognize your response.” Then – disconnected.
George and Cynthia have called a total of 17 times and spent more than 15 hours on the phone over the past 4 months trying to get the wireless bill unbundled. Some phone calls lasting up to 112 minutes, each time being told the accounts would be unbundled, and several times after lengthy waits – being disconnected and not being called back.
The ***** family is demanding that our wireless bill be unbundled immediately and restored to its original billing information, primary user and authorized users pre-June 2015. We expect ATT to provide a written explanation on how this happened and why it has not been corrected. Also, an apology for the time we have wasted and complete lack of customer service.
[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]