ovember 27, 2003
Customer Care Representative
AT&T Broadband/ Local Telephone
1500 Market Street
Floor 33 East
Philadelphia, PA 19102
San Antonio, TX 78250
RE: PLANETFEEDBACK REFERENCE NUMBER 2099261
Dear Customer Care Representative,
The world thrives on communication today, which is why I'm so upset with the billing or payment at AT&T Broadband/ Local Telephone, a situation that's very frustrating. Quite honestly, I'm furious about this issue. Just for the record, here's my telephone information: 2106824930.
Back in November 2002, I stopped receiving bills without notice from AT&T. At that time, I called and questioned the status of the account and was told it was being investigated. Thereafter, my husband and/or myself called AT&T once a month although mysteriously AT&T has no record of our many phone calls. In April 2003 during one of my husband's phone calls to the customer service department of your company, things were resolved after speaking to a supervisor. At that time, we were ASSURED that we would receive a correct bill and that past charges would not be assessed due to AT&T's error. In June, we received a bill for over $400 several months charges.
When we called to inform customer service that this situation had already been resolved and that there would not be a payment except for the current month's payment, customer service stated that this was not acceptable and the entire amount was due effective immediately. We were originally ASSURED that the account would not be reported to a credit collection agency and no negative remarks on my credit report, all promises by AT&T that were blatantly disregarded.
I'm not surprised, and do you know why? I've been very dissatisfied with your company in the past. But given the nature of this problem, I'll take my business elsewhere from now on. And I'll definitely tell other people about my negative experience so they can avoid it in the future.
Here's what I'd like to see happen: The credit collection agency notified to cease collection attempts, all notations of this account in delinquent status be removed from my credit report effective immediately, and efforts to collect this amount by AT&T employees ceased immediately.
We have been more than cooperative by calling to say that we were receiving service yet NOT receiving a bill. I doubt many customers call asking to make a payment although a charge has not been assessed. In September we got fed up and changed local telephone service carriers and have urged anyone that is considering or a current customer of AT&T to look elsewhere. I didn't think a little common courtesy was such an insurmountable task for AT&T employees. How disappointing!
I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved.
San Antonio, Texas