Public Mediation

L.P. vs. At&T (Headquarters)

AT&T Customer Service is the worst!

L. P. vs. At&T - Headquarters
208 S Akard St Ste 110, Dallas, Texas, 75202-4209 , United States
Amount Involved: $879.65
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 6029137
    • Amount Involved: 879.65
    • Filed On: Nov 01, 2016
    • Posted On: Nov 12, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I have been trying to resolve a billing problem with AT&T for the past 45 days. I have been promised that managers would return my call and no one calls. Part of the billing problem is a charge by Asurion their insurance company $168. I returned the phone Asurion had sent as directed by their Customer Service Associate (CSA's) who told me if the exact phone was returned to them I would not be charged a deductable. AT&T has misrepresented themselved over and over again. They have placed my phone number in thier Flagged/Problem give the script but don't use common sense/sound judgement. I even requested on 10/18/16 they pull the recorded phone conversations that I had had with their CSA's to resolve the issue. Upon checking they have not acted on my request.
Six months ago I received a notice that my AT&T account was past due. Highly unlikely because my account had been on auto pay for the last 15 years (I have been with AT&T for 20 years). Come to find out they had without authorization bundled my bill with Dish Direct (I'm sure someone received a bonus for that). Bundling changed my account number and voided my auto pay automatically. AT&T accepted no responsibility for this error.
Because there is NO AT&T signal at my newly purchased property I had no alternative but to seek a company who I could have service with. Realizing I would need to switch I contacted AT&T on two different calls to confirm my phone was not on a contract and that my physical 6s phone cost was paid in full. I was assured that I had no contract and no remaining payments on my 6s.
The company with the signal called Asurion to confirm that I cound return the phone thay had sent without being charged before opening my account. I gave my old 6s to the new company and returned the brand new phone to Asurion who now is charging me the deductable.
Upon calling Asurion with my claim number and phone number their automated system says those numbers do not exist and it automatically sends me to AT&T customer service who then says I would have to call Asurion to resolve this issue.
They must feel like this is their security fence and when they don't want to deal with a problem that they have created they just keep putting you in their little process until you cave and pay. There must be an alternative... I am going to get this resolved."
...
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Claimant timeline (1) - Hide
  • 09-14-2016 — Confirmed no contract and nothing owed on phone
Additional Communication Between Claimant and At&T - Headquarters Hide
  • Mar 06, 2017, Claiming party added:

  • I received no help from you or anyone else. I paid.

  • Apr 22, 2017, Claiming party added:

  • I ended up having to pay! You were no help at all!

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Apology: I would like an apology for your poor customer service and the horrendous treatment I received Nov 14, 2016 N/A
2. Remove $639.65 from ny account Nov 14, 2016 N/A
Cash
1. Credit: Deductible and 6S cost Nov 14, 2016 $639.65
2. Pay me for my time: 6 hours x $40/hr Nov 14, 2016 $240.00
3. Other – Pay for claim posting cost Nov 14, 2016 $7.99
Cash total : $887.64
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from AT&T - Headquarters. This claim will remain posted until resolved
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