| Author |
Message |
UScholar
Posts: 2 |
 
Mon Mar 10, 2008 10:57 am |
I was just looking over my bill and noticed that there was a 9 dollar increase, as a result of a prorated charge for an internet plan I supposedly added in the middle of my billing period. First off, I have a Palm Treo 750, where internet is required and included in the data plan I was made to purchase in order to have the phone (i purchased the phone in May 07). So I call ATT to tell them this and they said that I requested this addition at a store in downtown NYC that I've never been to, ever. So they credited my account and said that my dataplan is 10 dollars cheaper now (for reasons I dont know). And they told me to add a password to my account to insure security, but I don't understand what's going on here.
There is really no logical way some random person in NYC could have my mother's personal information (whose name the account is in) (I"m from the south which is where she currently lives), as I'm the only person in my family who lives in NYC. And conveniently enough, the staff person who made this change wasn't at the store when I called today, so I'm thinking of calling back tomorrow to ask him to describe me (since there are very obvious characteristics about me), but I dont know if that's really sufficient to prove anything, since you cant always recall your customers. CSRs told me that I wouldn't be allowed to see any surveillance videos. Why is that?
I suspect that this is coming from inside the company and I really have no way to prove it. But I do know I've always had full possession of my phone so any changes to my phone cannot be accessed by anyone but me, as it is always with me. So that makes me wonder why some random person would walk in to change my plan.
Does this sound fishy?
What can I do?
|
 |
Advertisement
|
|
|
|
|
elmo01
Posts: 2186
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Thu Mar 13, 2008 7:04 am |
before you get all conspiracy theory on us.
it sounds like a clerical error to me. someone with a similar number asked for a change . rep inputs the number wrong . gets a little sloppy with account access and this is the end result. a mistake. if it happens again I would be suspicious.the problem was fixed.
yes the pricing point for the PDA plans did go down by 10 bux. the rep was helping you save money (a good thing)
|
|
UScholar
Posts: 2 |
Thu Mar 13, 2008 8:35 am |
no such luck mr elmo.
He was trying to save SOMEONE some money, but ended up screwing me royally. the plan changed which is to say that it is 10 bucks cheaper but the features arent the same. and guess what, the one I had doesn't exist anymore. So I had to spend 4 hours on the phone AGAIN going through the process of manually fixing some simpleton's mistake . Plus I have to go back to insure that all the overages I will have on this month's bill is fixed. Its an inconvenience for me the customer to have to deal with this BS when I didn't even ask for such changes.
I'll concede that it was a mistake, if you'll concede that it was too costly.
And might I add, this frustration is compounded by the fact that I've had to tell this same story to 3 different CSRs, because the first two didn't document well and didn't really investigate the matter at all. I can understand that they can only go by what they see on their screen, that's reasonable, but not report it and followup is ridiculous. No one ever stopped to think, with exception to the last person, that even after I got my credit, I was still vigilent about getting to the heart of the issue; no one stopped to think, after the credit, will this person's features be restored as they were originally, at the original price. Good think I don't sleep on my money.
My issue with ATT(and really just CS in general) is that their CSRs are not created equal. They can only speak to their experiences, which in my opinion, is usually not very many. This is also very understandable, as we are all "brand new" at some point or another, but what is inexcusable is that only about 1 in 10 of the ones I've dealt with regarding my account refer me to someone who would be more knowledgable. They just make their limited assertions and conclusions with minimal research to get me off the phone and its ridiculous. And a waste of my time and money.
|
|
iowa
Posts: 1155
Phone Model:
Sanyo Katana Deluxe\LG Rumor\Palm Centro
Service Provider:
Sprint~MyPlan (2 Lines 1000 Min, Free Roaming,Free Internet, Free Text, Free Pick 5, Free Mobile 2 Mobile, 25% Loyalty Discount, Free Nights & Weekends@5PM, 7$ Recurring Credit.) 80 Bucks. |
Thu Mar 13, 2008 3:16 pm |
| UScholar wrote: | no such luck mr elmo.
He was trying to save SOMEONE some money, but ended up screwing me royally. the plan changed which is to say that it is 10 bucks cheaper but the features arent the same. and guess what, the one I had doesn't exist anymore. So I had to spend 4 hours on the phone AGAIN going through the process of manually fixing some simpleton's mistake . Plus I have to go back to insure that all the overages I will have on this month's bill is fixed. Its an inconvenience for me the customer to have to deal with this BS when I didn't even ask for such changes.
I'll concede that it was a mistake, if you'll concede that it was too costly.
And might I add, this frustration is compounded by the fact that I've had to tell this same story to 3 different CSRs, because the first two didn't document well and didn't really investigate the matter at all. I can understand that they can only go by what they see on their screen, that's reasonable, but not report it and followup is ridiculous. No one ever stopped to think, with exception to the last person, that even after I got my credit, I was still vigilent about getting to the heart of the issue; no one stopped to think, after the credit, will this person's features be restored as they were originally, at the original price. Good think I don't sleep on my money.
My issue with ATT(and really just CS in general) is that their CSRs are not created equal. They can only speak to their experiences, which in my opinion, is usually not very many. This is also very understandable, as we are all "brand new" at some point or another, but what is inexcusable is that only about 1 in 10 of the ones I've dealt with regarding my account refer me to someone who would be more knowledgable. They just make their limited assertions and conclusions with minimal research to get me off the phone and its ridiculous. And a waste of my time and money. |
Man i feel for you. just this mornin to my suprise my phone was shut off. i called in to ask why and it appeared i got billed twice and it tossed me over my credit limit. after thirty min on hold the rep finally fixed it, and credited my entire bill for the month, of 150 Dollars Or So. and yes my sig says 80 bucks but i also have an aircard.
|
|
gerio
Posts: 389
Phone Model:
3G iPhone, by Golly!! And a couple of Razrs
Service Provider:
AT&T & Cellular South |
Thu Mar 13, 2008 6:42 pm |
This Is The My Third Attempt At Directing Something Smart Toward You About Sprint Cutting You Off, Iowa, But I Just Don't Have The Heart. Maybe I'm Growing Up After All.
Geri O
|
| | |
|
|
|
|
