- Report: #1121861
Report - Rebuttal - Arbitrate
Complaint Review: at&t
at&t at&t deliberatley ripped my dad off. As well as played several games on the phone. houston texas Houston
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My Dad has been an existing and reliable customer of AT&T for over ten years.
Feb. 4, 2014 my dad somehow got a virus on his computer. He called AT&T for help and instead of being treated like a valued customer, they end up conning him out of $120.00. After I spoke with AT&T informing them that my dad was not in the right mind state to handle this matter due to losing his mom a week ago as well as suffering effects of having a stroke some time back. AT&T deliberately used my dad's sorrow and disability for financial gain.
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.
BELOW ARE THE CALLS BETWEEN AT&T AND I.
1:42 p.m. 02/04/2014First call to AT&T re: the virus issue my dad was having.
1:58 p.m. 02/04/2014 wrong dept. transferred. Placed on hold for 20 mins. Until I hung up.
2:25 p.m. 02/04/14placed 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.
(IN THE MEANTIME, AT&T CUSTOMER SERVICE CONNED MY DAD INTO PURCHASING THE $120.00 VIRUS PROTECTION. AFTER I INFORMED THEM THAT MY DAD HAD JUST LOST HIS MOM A WEEK AND A HALF AGO AND HAD SOME BRAIN DAMAGE DUE TO HIS STROKE) Ended up that customer service tech dept. coached him through removing the virus. This caused my dad to lose all of his files on his hard drive except the virus.
I drove from Sacramento, California to Grass Valley, California an hour and a half away and took the day off work to deal with this. The result had to spend $429.00 on a new computer for my dad.
10:15 a.m. 02/05/14No solution stated Pete Cortez will be calling me
11:38 a.m. 02/05/14was told Pete Cortez would call me back.
1:00 p.m. 02/05/14wrong 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. 02/05/14Pete 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.
2:52 p.m. 02/05/14 placed on hold after asking for Pete Cortez spoke with someone that stated they would transfer me to Pete Cortez. Transferred and disconnected.
3:12 p.m. 02/05/14placed on hold for 9 mins. Disconnected.
4:21 p.m. 02/05/14placed on hold for 17 mins. Then disconnected.
9:44 a.m. 02/06/14placed on hold then disconnected after 2mins.
9:52 a.m. 02/06/14placed on hold for 14 mins. While being transferred then disconnected.
1:11 p.m. 02/06/14When 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. 02/06/14my 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.
At this point I expect AT&T to refund my dad the following:
$120.00 they conned him into for virus protection plan.
$429.00 for a new computer.
$200.00 for attorney fees.
This report was posted on Ripoff Report on 02/07/2014 04:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/att/Select-StateProvince/atampt-atampt-deliberatley-ripped-my-dad-off-As-well-as-played-several-games-on-the-1121861. 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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