Fun with AT&T
Here is the story. Back in March Erin and I moved into a new apartment. On March 9th I called AT&T and attempted to get our services (Digital Cable, Digital Internet, and Digital Phone Service) transfered to our new residence. The phone service was never cancelled and it was like pulling teeth to get the bill cancelled after we moved and the month charge dropped.
Anyway, yesterday in the mail we received a bill for Cable Internet. It was sent to our old address. Strange. So we did some research on our checking/debit account and realized we have been getting charged for the internet account SINCE WE MOVED. The only reason we got this paper bill now is because my debit card expired 07/02 and AT&T was no longer able to pull funds. So, now we are owed 4 payments of $51.16.
This morning I started the quest of trying to get that account billing disabled and a refund/credit for four payments of $51.16.
Call #1:
- Spoke with Heather in Internet Billing. Explained that I tried to transfer my service on March 27th 2002. A tech came out to my new home, installed the service, TOOK MY OLD MODEM, and left. To me that says "we have transfered your service and will move the billing to the new address." I guess not. Heather says I need to talk to the Downgrades and Disconnects department about this. Transfering me.
- Angie on the phone now. She is with Disconnects. Explained the entire story to her. She took a minute to look at my accounts and exclaimed "but this account is closed, it just looks like automatic bill pay was never stopped!" My god, I think she is right! She said this is a matter for billing and will transfer me now. Before I can say anything I am on hold again.
- Donna in Billing. Give her phone number, name, SSN, yet again. Start to explain what has happened so far and she cuts me off with "um, this is cable television billing, I'll transfer you to internet billing now sir." Poof, on hold again.
- Back to Internet Billing. It's Heather again! So she knows my story but still needs phone number, name, SSN so I give it to her. I explain to Heather that I just spoke with Angie. She looked at the notes Angie made on my account and realized that I was speaking with CABLE TELEVISION disconnects and not internet disconnects. At this point she personally called over to the internet disconnects and spoke with someone while I was on hold. She came back on the line and announced that her system can give me a credit for $189.29 and she is going to submit another credit for the remainder for the amount of about $30.00. All told, I should be getting a credit for around $210. But, she doesn't think it will be able to credit to my current account. I told her a check from AT&T would be just fine. So in 4-6 weeks I should be getting a check from them.
So for now AT&T gets to keep our business, but they have lost their automatic bill payment privligages. If they would have tried to screw us out of this money we would have been a DSL and Satellite customer by the end of the month. Thanks to the service of Heather I didn't even have to make that threat. She took the time to make sure I got what I deserved.
Not bad, my issue was resolved on the first call and total time on the phone was just over 30 minutes. Maybe AT&T is finally getting their call center employees some customer service training.
Here is the story. Back in March Erin and I moved into a new apartment. On March 9th I called AT&T and attempted to get our services (Digital Cable, Digital Internet, and Digital Phone Service) transfered to our new residence. The phone service was never cancelled and it was like pulling teeth to get the bill cancelled after we moved and the month charge dropped.
Anyway, yesterday in the mail we received a bill for Cable Internet. It was sent to our old address. Strange. So we did some research on our checking/debit account and realized we have been getting charged for the internet account SINCE WE MOVED. The only reason we got this paper bill now is because my debit card expired 07/02 and AT&T was no longer able to pull funds. So, now we are owed 4 payments of $51.16.
This morning I started the quest of trying to get that account billing disabled and a refund/credit for four payments of $51.16.
Call #1:
- Spoke with Heather in Internet Billing. Explained that I tried to transfer my service on March 27th 2002. A tech came out to my new home, installed the service, TOOK MY OLD MODEM, and left. To me that says "we have transfered your service and will move the billing to the new address." I guess not. Heather says I need to talk to the Downgrades and Disconnects department about this. Transfering me.
- Angie on the phone now. She is with Disconnects. Explained the entire story to her. She took a minute to look at my accounts and exclaimed "but this account is closed, it just looks like automatic bill pay was never stopped!" My god, I think she is right! She said this is a matter for billing and will transfer me now. Before I can say anything I am on hold again.
- Donna in Billing. Give her phone number, name, SSN, yet again. Start to explain what has happened so far and she cuts me off with "um, this is cable television billing, I'll transfer you to internet billing now sir." Poof, on hold again.
- Back to Internet Billing. It's Heather again! So she knows my story but still needs phone number, name, SSN so I give it to her. I explain to Heather that I just spoke with Angie. She looked at the notes Angie made on my account and realized that I was speaking with CABLE TELEVISION disconnects and not internet disconnects. At this point she personally called over to the internet disconnects and spoke with someone while I was on hold. She came back on the line and announced that her system can give me a credit for $189.29 and she is going to submit another credit for the remainder for the amount of about $30.00. All told, I should be getting a credit for around $210. But, she doesn't think it will be able to credit to my current account. I told her a check from AT&T would be just fine. So in 4-6 weeks I should be getting a check from them.
So for now AT&T gets to keep our business, but they have lost their automatic bill payment privligages. If they would have tried to screw us out of this money we would have been a DSL and Satellite customer by the end of the month. Thanks to the service of Heather I didn't even have to make that threat. She took the time to make sure I got what I deserved.
Not bad, my issue was resolved on the first call and total time on the phone was just over 30 minutes. Maybe AT&T is finally getting their call center employees some customer service training.
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