Complaint Review: AT&T Wireless -

I have been an AT&T wireless customer for over 12 years and it has been a love hate relationship for the most part, albeit manageable except for the last 12 months. I have 4 lines on my account and 2 phones on the their next program and a tablet. My bill should never be more than $200-$240 a month. However, my bill each month has been $400-$700 each month. I have tried to resolve this each month and have spoke to customer support, live chat, billing etc with no success. I have had my service interrupted several times during the time I was trying to resolve the issue and each time that happened I was told that I had to pay the past due amounts, regardless if the bill was accurate or not in order to restore service and each time I paid the balance, I would start the process all over again. Customer service reps would put me on hold for up to 4 hours, transfer me several times until their customer service department closed or I hung up.

After six months of getting nowhere with customer support.  I decided to start complaining on social media. I expressed my issues on their twitter and facebook pages, and within 48 hours I had Celeste L., AT&T Social Media Specialist contact me a said she would look into my account.    In August 2017, she responded to me through twitter. She said, “ I have started looking into your account and I can see why you are upset. I would be too.” "I went back to October of last year (2016)  and your bills are $500 a month. I can see that you have  4 phones on the account and a tablet.  Your bill should be at the most $233.50 plus tax so call it $250. I have gone through your account and itemized what your total bill should be each month see attached.”     "I am only allowed to credit items for the last 90 days. I am going to have to sit with one of the sr. managers to go over your history and see what they can do.”    At this point, I explained to her that my bill was due the following week and the amount once again was $550. She told me to log into my account and push the payment due date back until she had a chance to meet with her sr. manager.   

A few days later, she did get back to me and told me that she was turning the case over to her manager. I received this facebook messenger  notification. “Hi xxx! I am Celeste's supervisor I was waiting until tonight to call once I have had a chance to review all of the information when there is less agents around. I have reviewed it as far as I can if you would like you can give me a call at 877-929-5551 and my extension is 149142. My hours are 10 AM to 7 PM CST Tuesday-Saturday. Thank you and I look forward to hearing from you! -ZackaryL Social Media Specialist.   I called the following day and his response was, “There is nothing I can do until you pay the past due amount of the $550. Once this is paid, we can then discuss applying credits to your account.” I said, Why should I be paying this amount when you and Celeste have reviewed the account and agree that I have been paying 2x what I should have been for the past year.” He told me that there was nothing he could do until that was paid.

  The following day my account was interrupted. Once again, I paid the amount to have the service turned on and fees etc. Immediately, I contacted Zachary. I left numerous voicemails with no response so I went back to the AT&T twitter and facebook page and filed a similar complaint to what is written above. The response I got was “ here is the link for all of our arbitration information http://soc.att.com/2fz1qjd. If you have any further questions please reach out and we will be here to assist you. Thank you and have a great rest of your day! -ZackaryL Social Media Specialist”    In December, my service was interrupted again, however this time, I was not paying until I had this resolved.

At this point, I have now paid six more months (August - December) at $500 + with documentation from their team stating that my bill should only be $250 max. It’s now March 2018 they still have refused to contact me and sent me the following “ Regretfully, we have canceled your wireless service because your account remains unpaid. If your account remains unpaid, we may be left with no alternative but to refer your account to a collection agency.    The four accounts that are on this account were my two nieces who live in another state and in high school and my mother who is fighting breast cancer.  I am now in the process of sending letters to the corporate office of AT&T, their board of directors and every social media outlet I can find in hopes that someone will assist.