• Report: #1122564

Complaint Review: at&t

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  • Submitted: Mon, February 10, 2014
  • Updated: Mon, February 10, 2014

  • Reported By: ang71875 — sacramento California
at&t
Houston, Texas USA

at&t AT&T Ripped Off A Disabled Man And Their Customer Service is Horrific! Houston Texas

*Consumer Comment: You sound like one big...

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  At&t CODE OF ETHICS Our Commitment to Our Customers We follow ethical sales practices. Our customers should always know we value them. We fairly represent our products and services to them. We listen to our customers, and challenge ourselves to find new ways to offer the best solutions available to help them communicate efficiently, sustainably, and safely. We earn and preserve their trust by treating them with honesty and integrity and in a professional, courteous manner. We deliver what we promise. We do not provide goods or services that customers did not authorize. Sometimes our customers are our competitors and suppliers as well. In those situations, we serve them in the same professional manner we would extend to any customer.

at&t took advantage of my disabled Dad! On 02/04/2014 my dad got a virus on his computer. [continued below]....

..... He called his I.S.P. (at&t) Only to be put him on hold, transferred and then disconnected. This went on for more than two hours. I called at&t explained that my dad suffered a stroke six years ago and just lost his mom to cancer in the past two weeks and was in not able to deal with this. That I was going to make a few phone calls to see if someone was able to go to is house and help him as I live an hr. and a half away. Unfortunately, at&t called my dad in this time and scammed him into purchasing a virus protection plan for $120.00 that would help him remove the virus off his computer. The outcome: Virus is still there and the rest of the computer files are completely gone including windows operating system drives. Not only did at&t take advantage of my Dads circumstances and disability, performed poor and inadequate customer service. My Dad was billed for something he did not need and terms were not disclosed clearly. Also I had to take the day off of work and srive an hour and a half to take care of this situation for my dad.

To resolve the problem, I would appreciate if at&t made formal apology, refund my dad the $120.00. Reimburse him $429.00 for a new computer. Six months free internet and phone for the extremely unprofessional, unethical customer services. As well as violating their own policy. (stated at the top of this page) I look forward to a resolution to my problem in the meantime I have contacted at&t customer care via email on 02/06/14. at&t facebook page and at&t community forums all on 02/06/14 and have yet to hear back from at&t. I am shocked that at&t think that they can treat their customers this way and have no consequences. I have made this my top priority and will not let this go without my dad getting some compensation and for myself I would like an apology.

Below is a record of the calls between AT&T and I.

1:42 p.m. 02/04/2014 First call to AT&T re: the virus issue my dad was having.

1:58 p.m. 02/04 Wrong dept. transferred. Placed on hold for 20 mins. Until I hung up.

2:25 p.m. 02/04 Placed on hold for 13 mins. Spoke with customer service who tried to get me to purchase the $120.00 package plan. After declining I asked to speak to a supervisor. I was placed on hold for 47 mins. Finally a supervisor came on the line only to inform me that my dad was not covered with the virus protection plan I was transferred over to tech dept. After explaining to Sheele (tech dept) the situation. She assured me that this matter would be taken care of as she was going directly to the supervisor herself. Pete Cortez. with Customer Service. Sheele also told me that the supervisor I had previously spoke with misinformed me by stating my dad was not covered with the virus protection plan. He was covered.

10:15 a.m. 02/05 No solution stated Pete Cortez will be calling me

11:38 a.m. 02/05 Told Pete Cortez would call me back.

1:00 p.m. 02/05 Wrong department/transferred on hold for 9 mins. Spoke with a woman in customer service who said she was going to transfer me. Hold for 20 mins and the hung up on AGAIN!

2:42 p.m. 02/05 Pete Cortez from the Houston dept. called me and told me that he would call me back in one hour. With a solution and a refund of the $120.00. Along with compensation for our troubles.

3:12 p.m. 02/05 Placed on hold for 9 mins. Disconnected.

4:21 p.m. 02/05 Placed on hold for 17 mins. Then disconnected.

9:44 a.m. 02/06 Placed on hold then disconnected after 2mins.

9:52 a.m. 02/06 Placed on hold for 14 mins. While being transferred then disconnected.

1:11 p.m. 02/06 When I spoke this time with the rep. I stated my attorney was on the line. He verified and yet I was placed on hold for 1.35 mins and never picked up. I eventually hung up. Knowing my attorney was on the line this is how AT&T customer services handled it.

2:05 p.m. 02/06 My mom and I called three way. Spoke with a nice woman in customer service who transferred us over to a different dept. who said she would cancel the service of $120.00 but that she would charge an early termination fee of $110.00 my mom said no let me talk to your supervisor. On hold for 20 mins. the supervisor stated she would refund $110.00 but would charge my dad $15.00 for the time the tech took to try and remove is virus. (WHEN THEY ONLY ERASED THE WHOLE COMPUTER DRIVE EXCEPT THE VIRUS) My mom told them that if that were the case she would cancel all the services including cell phone services. That is when I hung up and decided that posting this and reporting AT&T to the BBB would be the best way to resolve this


This report was posted on Ripoff Report on 02/10/2014 02:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/att-/Houston-Texas/att-ATT-Ripped-Off-A-Disabled-Man-And-Their-Customer-Service-is-Horrific-Houston-Tex-1122564. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

You sound like one big...

AUTHOR: Robert - ()

 You sound like one big pain in the a** "know-it-all" who thinks the world must bow down to them.  Where at the very least there is some exageration going on, at most you are downright lying and not giving the full story.

First off AT&T did not give your dad's computer a virus.  He got the virus because he failed to maintain his Virus protection software(if he even had any).  He called up his Internet Service Provider, who's primary job is to provide Internet Service, not remove viruses off of people's computer.  But as other companies do, they will provide this EXTRA service for a fee.  Remember your dad had a virus and they sold him a service to remove it.  It is not like he had a desktop computer and they sold him a service to repair a laptop screen.

I find it very interesting how you are able to make some magic remote diagnostic that the virus was still there even though all of the Windows System files are gone from his computer that the virus still remains.   Too bad your dad didn't call you first because you could have used your magic beans or what ever to fix his computer yourself.

To resolve the problem, I would appreciate if at&t made formal apology, refund my dad the $120.00. Reimburse him $429.00 for a new computer. Six months free internet and phone for the extremely
unprofessional, unethical customer services.

- Would you like fries with that too?  Honestly why did you stop at 6 months..why not ask for lifetime free service?  The fact is that again they did not give him a virus, you have zero, zilch, nada, nil proof that this virus didn't "destroy" his computer before they even got to it.  Not only that but if it was truly a virus why not just do a re-load of Windows?  No need for an entirely new computer.

The funniest part though is your extreme detail of the phone calls..even from the first call.  Rather than going call by call and basically just shaking my head..let's focus on just a couple..

1:11 p.m. 02/06 When I spoke this time with the rep. I stated my attorney was on the line. He verified and yet I was placed on hold for 1.35 mins and never picked up. I eventually hung up. Knowing my attorney was on the line this is how AT&T customer services handled it.

2:05 p.m. 02/06 My mom and I called three way.

- First of all who is your lawyer..I am figuring a Brother or perhaps next door neighboor.  Or let me guess he is your corporate lawyer who handles all of your business for your multi-billion dollar company.  But that not withstanding, you called at 1:11PM, and were either on hold for 1.35 Minutes(about 81 seconds) before you gave up because they didn't pick up fast enough.  Or you were on hold for 1 hour 35 minutes. 

If you only waited 81 seconds then..well I think you see the idiocy in that.  If you were on hold for 1 hour 35 minutes just how exactly did you call again at 2:05 PM?  By the way why didn't your laywer call back, how come you had to put your mom on?  If you got to the point of a lawyer, it seems like a huge step backwards..or perhaps you really didn't have a lawyer on and they called your bluff.

Well good luck, you may eventually get the $120 refunded.but don't expect much else.

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