Monday, January 27, 2014

AT&T Customer Service can't get any worse

Today, my U Verse internet service was not operating properly. I attempted to call customer service.  Upon identifying my account to the automated system I was informed that there were outages of service in my area and that it would be cleared up shortly.  I attempted to call to the technical support to hear that this was correct information for my service area, but went through the wringer only to find out that the office was not open for business yet. I would  have to call back at 8am.

I called back at 8am only to be placed on hold (anticipated wait of 10 minutes).  After 39 minutes a service representative answered the phone and we went through a verification process that required them to call me back.  After verification, I asked if there was a service outage in my area.  I was asked what area I was located in (this was a strange question to ask).  So, I asked them what service area they thought I was in.  I was told my service area was located in the state of Michigan.  Strange, since I live over 1000 miles from Michigan.  After a considerable amount of confusion it was determined that they had the wrong account number.   We started over again.

Now, I learned that there was no service outage in my area.  They did an equipment check and determined that the equipment I have was experiencing some technical difficulties.  They did not know if it was the U Verse modem or the line.  They scheduled a technician to come to the home later in the day.  I am still waiting.  In all fairness and with full disclosure, he is not scheduled to be here for another two hours.

Next, I noted that my monthly bill had increased from $29.95 to $46.00 without explanation. I was transferred to billing.  I explained the situation to the billing person, only to find that I was connected to the collections department.  He connected me to the billing department.  The billing department said that the $46.00 charge was correct and that there were no promotions to reduce that rate.  I told them that that was unacceptable and that I would switch to another provider and then cancel my service with AT&T.  They said that I might want to talk to the retention department.  They connected me to this department.

The retention department understood that I had called in to cancel my account.  I corrected them to indicate that I did not cancel my account, but, rather, that if there was to adjustment to the rate I was paying that I would seek out another provider and then cancel my account.

They then offered me a rate of $23.00 a month.  Total cost to me was about 2 1/2 hours of being on the phone for the two issues.  I still have to have the technician here this afternoon.

When is AT&T going to get their telephone act together?

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