Complaint Review: AT&T - Internet Nationwide

False Product Advertising:

I purchased AT&T Internet services only as we did not need phone, or other services after moving from another state in March 2011. I selected 3MBPS and was told the introductory price would be $14.95 per month and then it would increase to $19.95 after 12 months. Within the first month of service the speed was incredibly slow and at times nearly stopped, or it would simply timeout. I contact technical support and after spending more than 2 hours on the phone trying to determine what the problem was, I was told my equipment was faulty, they finally agreed to send a repairman. Three days later, he arrives and checks the line and tells me it is 3MBPS, so it must be our computers. This has continued even today and even with a recent purchase of a brand new computer. The speed continues to only reach 1-1.5MBPS and never on any given day or time reaches 3MBPS. I would continue to complain, but it only causes undue stress. In recent years, there have been lawsuits won against AT&T for their practice of "shafting" the customer all the while charging them for something they are not getting.

Billing Errors and Bait and Switch Scams:

In July 2011, my statement increased from $14.95 to over $30 and I called customer service. I was told that someone did not give me the discount and they were correcting the issue, but to expect the next two months to show the credits and corrections. In September, I paid, $11.95 and one month I paid $4.95, which was really odd. I called and asked if this was correct and was told it was accurate and it was due to the discount that I did not receive in previous billings and they had experienced a error in all statements. This finally stopped in December or January, which is what I was told to expect.

In June 2012, my statement for this service was well over $50. I called and was told the promotion ended in March 2012, but the billing did not change until June. I told the representative, I was told the price would increase to $19.95 per month, so why had it increased to over $50 a month. I said, I am not paying this for your service, it is not worth it. The representative said, the system was suppose to automatically change and it was an error and she would submit a trouble ticket to correct the problem and this should be reflected in my next months statement and I needed to pay $19.95, so I did. In July, I received another statement for over $55, so I called back. The representative stated the notes on the account indicated it was still process of being corrected. The actual new price was $25 per month and to pay this amount this month and by the August statement it should reflect the new price. I received August's statement and the price was lower, but over $40 and again, I called customer service. The representative told me the account had not been credited $19.03 and she would do that while on the phone with me. This would bring the account to the correct amount of $25 and that it can take as much as two months for statements to reflect the adjustments.

I received September's statement in the amount of $43. I called and got Lowell and he told me the statement was correct and there was no promotion. I explained I had been calling every month since June concerning my statement. He told me there was a price increase and for my service the new price was $43. Well, I said, I will cancel my service and go with cable. Lowell said, let me connect you with a account representative, maybe they can offer you something that I am not able too and he apologized for the miscommunication that I was told the price was $25 in June and it was actually $43. I was connected to an account manager and I told him that I had been calling for the past 4 months to get my account correct and it appears that I was not the one with the miscommunication problem they were. I said, the left hand of this company does not know what the right hand is doing and every time I call, I get a different story. I mentioned I have basic Internet, to me its basic, he informed me the word "basic" says something different to them and I said, well I have never said the word in my previous conversations and that they were the ones with the miscommunication problems. He said, I did not say the miscommunication was on me, I said, the last guy did. He said, let me tell you something, I am going to be real honest with you. I said, I am going to be honest with you as well and I told him his attitude was terrible knowing as a customer I already stated I have been calling every month for the past 4 months and I wanted to speak to his supervisor, but he was not there likely story. He said, you can either pay the $43 for the service or not because looking at your account there was no more promotions and the price increase coincided with the promotion ending and he could understand why I was upset with that, but he could not do anything for me. He said in looking at your account there were times you only paid $11.95 and one month $4.95 and I said and I called was told that was correct too! I took this as he was implying i was either stealing, or I had received Internet services for nearly nothing, but its the principle of hte matter. I did not object to the $14.95, but I did have a problem with $30+ when it was suppose to be less. He asked if I wanted him to disconnect the service, I said, "no, not until I get something different to replace them."

I immediately called back and got a nicer woman, but after she reviewed my account she implied again that I benefited from their billing error last year and I received more than the 12 months for a promotion. So, I took this to mean, since there was a billing error, they are now increasing my rate to get re-compensated for their errors and mistakes. Again, stick it to the customer, there is nothing they can do about it and make sure they know it too. She told me my account was not entered into a promotion in June and there was no record of it ever being changed. She did offer to connect me with another account manger, but I told her I had already spoken to two of their representatives and was not in the mood to deal with another unpleasant person that it might not be advisable. I thanked her and we ended the call.

I call this company American Thieves & Thugs (AT&T) as they continue to live up to this name in my house. I am appalled that twice in one day it was insinuated that I took services and did not pay for them. I am not a thief and I did the right thing in bringing it to their attention, failure on their part to address the matter does not make me a thief and to raise the rate on me without notice, or real justification after telling me repeatedly the price was $25 and 3 months later its $43, what is to say in 3 more months it will be over $50?

You never can speak to a supervisor or anyone in management. Is anyone in charge at this company? Are employees allowed to make decisions and insulting statements to customer and even accuse them of stealing services and benefiting from a system error? Who is responsible for the slander and lack of public relations of this organization and its employees as it appears and seems this is the corporate culture that is fostered by its leadership. Why is the continual charging customers for services and then not providing them as advertised. Why does its leadership and management support and tolerate such unethical behavior and its chaotic billing and business practices.