Report: #784145

Complaint Review: AT&T

  • Submitted: Mon, October 03, 2011
  • Updated: Mon, October 03, 2011
  • Reported By: Rebecca — Jackson Mississippi United States of America
  • AT&T
    PO Box 1846
    Alphareta, Georgia
    United States of America

AT&T Appeals and Escalation Team/Office of the President (Justin Williamson) Alphareta, Georgia

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My elderly parents have gotten a "bundle" of services with AT&T--home phone, internet, and U-verse TV.  They signed a year's contract for these services at the end of May, 2011.  When it was installed, no one took the time to explain anything to them about these services--when the installer left, he tossed a channel guide at them.  My mother and I tried almost all summer to go through local channels to fix the problems they are having--no tech has ever come to explain the services to them even though this has been repeatedly asked for.  Their first bill was $199, their second was $154 and their third was $150, even though the contract they signed was for a flat rate of $135 each month (including taxes and fees) and the installation fees were waived (supposedly).  I had to search and search on the internet to find a "direct" phone number--my mother was told there was not one--all calls had to got through a call center (where you would get a different person each time and have to explain the whole mess to them!).  The list of grievances is:

1) voicemail on the home phone has never worked properly (still using their answering machine since this is about the only form of communication they have with AT&T)
2) TV won't change channels directly after being turned on--have to turn it off and back on
3) TV remote too difficult for my elderly father to understand--too many steps to do something simple like turn it off
4) NO tech has come after repeated requests since June (requested locally, from Office of President, and from Appeals and Escalation team)
5) we have been trying to resolve these issues since end of May (when first installed)
6) first three bills were for way more than contract stated--my mother has been told this is because they were charged for a partial month, but the contract clearly states that the old phone account was closed and new account begun in my mother's name instead of my father's name
7) a Danielle from the Appeals and Escalation team called and left a message that their monthly bill would be reduced to $115--this is nice, but NOT what was asked for.  We had asked for a refund of the overpayments for the first three months--she also stated in her message (she did not talk to either of my parents or me directly) that the case was now being closed because the issues were resolved--NOT!!!
8) no one has even attempted to listen or solve any of the above issues--a Mr. Rocha was very rude and uncaring
9) we feel like we are talking in circles every time we call and actually reach a live person (which has been very rarely).  I also feel like I am talking to one of my special education students (I teach Severe/Profound Mentally Retarded)
10) we have been assigned a case number--I guess to lull us into a false sense that someone from AT&T cares
11) I have filed two reports with the MS Attorney General's office and plan to file a report with the FCC
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