If a large company really cared about their customers, they wouldn't make it so hard to get proper service.
Last May I cancelled all of my AT&T services except the basic landline telephone when we moved to a temporary residence in Durham, NC. AT&T didn't provide telephone service there, so I couldn't just transfer my account. I returned to my home in late July, and called AT&T to re-establish my services, including Internet.
I had had High Speed DSL when I left in May, and thought I would be able to get the same service when I returned three months later. But, no, I was evidently considered to be a brand new customer, in spite of the fact that I already had an account. After the usual rigamarole of "listen to the following choices" I got to a live human with a very thick accent that sounded asian to me. I ended up restarting my Internet service after about an hour on the telephone.
Over the next couple of months I was very disappointed with the so-called high speed Internet service, and eventually got another provider, the cable people, to provide me with a better service. Then, I tried repeatedly to cancel the AT&T service online. Turns out you can't do that. You have to telephone.
I finally decided that I had paid for services I wasn't receiving long enough and called the AT&T number. After another string of "listen to the following..." I got a human and explained that I wanted to drop my Internet service. The rep told me that she was not able to do that but would have to have me speak to a different person who would handle the service termination. Would I mind holding while she got that person on the line. Of course I wouldn't mind. That was the reason I had called.
So, I waited. Waited. Waited. She came back to me several times telling me that SHE couldn't get hold of the appropriate rep, and would I mind waiting a little longer? Finally, after something approaching a half hour, she said that SHE was unable to get the appropriate representative. She asked if it would be convenient for her to call me later in the day, and she would have a rep available at that time and would transfer me then. I agreed that she could call me around 2 pm.
Promptly at 2 pm the same person called me. She then asked me to wait while she contacted the appropriate person. I waited some more, and someone else finally came on the line. I now regret that I didn't keep a record of the people with whom I spoke. I explained again that I wanted to drop the Internet service. I was asked numerous questions about why I wanted to drop the service, and told the rep that I was unhappy with AT&T's Internet service and that I had gotten another provider. It took at least another half hour to finish the transaction. I was certain that I had dropped the AT&T service, and that my bill would now be much lower, as I had only basic Landline service.
Several days later I received a letter from AT&T congratulating me on being an AT&T High Speed Internet Member. I was advised in bold type to review the order summary to "ensure that it accurately reflects your account with the new changes." Turning the letter over, I discover that I am signed up for AT&T High Speed Internet Xtreme at a cost of $41.00 per month, but I'm not being charged for Self Installation, Connection Charge, or an Early Termination fee. How lucky I am.
Today (Sunday), I got an email telling me that my bill was ready. It was higher than it has been in the past, by more than $20.00. I went online and checked the bill, afraid that perhaps I had forgotten to pay last month. Nope, there it was. I was paid up and this was a new bill, including a charge for Internet service.
I went back to the welcoming letter to make sure I had read it correctly. Yes, it was welcoming me to High speed Internet service. On the letter it says that I can check my order status anytime online at att.com/orderstatus. I tried that, and was informed that either my username or my password do not match their records. It's funny, because I had just successfully logged in to another URL to check my bill. Of course, AT&T has lots of URLs and IP addresses available to them, so I suppose I could have two different accounts, and not realize it. After a couple of tries, I clicked on the "forgot password" button and was taken to another screen where I was expected to enter my telephone number, my service area zipcode, and a password! I tried. God knows I tried, but again I am told that my entries do not match their records. They expect me to enter a password in order to reset my password! And, there's a note telling me that if I can't do what they are asking, I should contact them at a telephone number.
So I called the telephone number. After listening to the unhuman voice asking me questions and telling me she didn't understand what I was saying, I drilled down to what I think was be the correct area. I was informed that they are closed, as it is Sunday.
I admit to being elderly. I don't hear everything correctly, especially when presented to me in a heavy accent and through the low pass filter of a telephone. Perhaps I misunderstood somehow in dealing with what I thought was the person who was going to help me cancel my Internet service portion of my account. But, to ask me for a password to access the ability to reset a password? Cumon!
I'm about ready to drop all services from AT&T. The only reasons that I continue with the landline is that my telephone number is well known to the people I care about (and an awful lot of advertisers, in spite of the Do Not Call registry) and my alarm system uses it. I also consider it to be a backup to the cell system in case of an emergency. I believe the cell system has the potential to become overloaded and unusable in an emergency. The landline system is battery operated, and doesn't rely on the power grid. But, maybe I am approaching the point where I just don't give a damn.
