Att Review: I am giving AT&T a negative rating, which, in my opinion, is still much too high!
This is a constructive review hoping to save AT&T tens of millions of dollars in lawsuits. It addresses the failure of AT&T in providing help to potentially stranded individuals when their cell phone service is disconnected for non-payment.
I have been with AT&T for over 60 years and with their cell service for over 10 years.
The other day I was mistakenly disconnected from my phone service because of a non payment, Even though the payment wasn’t due yet. This happened not only once, but twice when I was disconnected within a week.
The second time I was disconnected for over 2 1/2 hours before they could even turn me on. Which meant that I could not use my phone to do my business, talk to my employees, my clients or do any work.
BUT that is not my issue, because with electronics and technology constantly changing, these things can happen.
Here is the “ISSUE” and why it is so IMPORTANT!!!!
WHEN you are DISCONNECTED from AT&T for any non-payment circumstances, YOU CANNOT SPEAK to anyone at AT&T from your phone until you PAY your bill first.
Why is this SO CRITICAL & DANGEROUS?
Suppose you may be stranded in a remote area, HOURS from any computer or telephone, and you cannot get help except for a 911 emergency.
We all should be able to call into the AT&T billing office from our phone and have a discussion. Other mobil services provide this, and that’s why I am changing to another provider that will give me what I consider to be an essential part of my service and great coverage as well.
I paid my bill in full the first time when I was inadvertently disconnected. If I had been able to talk to someone, this error would have been rectified immediately.
After paying my bill in full and speaking to an agent, my money was immediately put back into my bank account and I was told there would be no restoration fee.
However this refund caused the computer to register it as a returned payment so it disconnected me again 2 days later. Since I could not use my phone to connect to the billing office, I went to my local AT&T store and waited 30 minutes for them to open. Then it took over 2 hours before they could reconnect me. I could not use my telephone to run my business. Again I was told they would waive the restoration fee
When I received my new bill there were two restoration charges. When I called customer service to tell them it was a mistake, I was told they had no written information in their computer or voice recording pertaining to any conversation regarding any refunds. So as a courtesy they could only give me one refund back? So I got screwed out of $35.
My problems with AT&T did not end there. My Direct TV service was disconnected because a payment was posted to the wrong account and it took four days until it was posted to the correct account. When I called Direct TV they were perfectly aware that the payment was made, but they could not turn me on until it was posted to the correct account.
So I left Direct TV and immediately signed with another company. And I am much happier now. More channels for my buck and much better customer service.
I just don’t believe in Extortion tactics to bully a subscriber, or anyone, for payment. Especially when it wasn’t due......!
The user is left stranded (if no computer or other telephone is available) with the possibility of not being able to do anything about it! I had to borrow the phone at my local AT&T store to conduct my business while waiting for my phone to be turned back on.
I am concerned for others becoming stranded somewhere when their phone gets disconnected, and they cannot get help or talk to anybody from their phone. They may be miles or hours away from the nearest computer or telephone!
I consider this gross negligence because AT&T is aware of this issue and does not want to change its policy.
[Per Guidelines: Keep it Relevant and Appropriate].
I believe this is a serious safety issue for AT&T. And I think that any judge or jury would look at this as gross negligence.
So I hope AT&T changes its policy to prevent that from happening, for the sake of their subscribers well being.