AT&T Wireless - I have had a horrible time with the company since day one and will be switching my service over due to the last incident I had with 2 customer service representatives

AT&T Wireless - I have had a horrible time with the company since day one and will be switching my service over due to the last incident I had with 2 customer service representatives

AT&T Wireless

This is a copy of the complaint letter I sent to AT&T Wireless. I have had a horrible time with the company since day one and will be switching my service over due to the last incident I had with 2 customer service representatives. This letter was sent almost a month ago and I have not received a response from anyone yet.

March 31, 2004 AT&T Wireless Post Office Box 68056 Anaheim Hills, California 92817-8056 Re: Complaint To Whom It May Concern: My name is Jocelyn Fenwick and my wireless number is 443-421-XXXX. I am writing in reference to poor service that I received specifically from two customer service representatives. Before I go on, let me give you some background on my account situation. I have experienced issues with this service since day one. I ordered my phone online while in Atlanta, Georgia on business and requested my phone to be sent there. After not receiving it in the allotted amount of time, I called in only to find out it was sent to my home address where I would not be for another 5 weeks and the package would be sitting outside. I was able to pick up another phone from a FedEx center in Atlanta.

Then, I find out that my account was setup on the wrong plan. I was put in for a local plan when I had requested a national plan. So, my bill was very high and I had to be credited. It took my calling in on 3 separate occasions in order to have the first credit administered properly. Since that time, I have had to call in every month to have my account credited because the plan was not put in properly and I was still being over billed. In the midst of all that, my phone was turned off twice due to the bill being outrageous. Also, when I called in to find my phone, I asked about a specific area, Richmond, Virginia, being in my calling plan and not receiving roaming charges there, I was told that was correct. This brings me to my current situation. On Wednesday, March 24, 2004, I called in because I had roaming charges on my phone for talking while in Richmond, Virginia. A representative named Jeff picked up the line. Initially he was nice, once I explained to him that I didn’t know why I received the charges because I had asked about the area and was told that I would not be roaming there, things changed. He had an attitude in his voice and was rude. I informed him that I did not appreciate that or his tone. I asked him for the complaint department as well as someone who could help me since he was not trying too.

He transferred me to resolutions where Brian came on the line. Brian listened to what I said. Again, in the beginning he was fine. Then it became horrible. We actually both ended up raising our voices, which I do not normally do and it was absolutely ridiculous. He basically told me that I was wrong. He also told me that I should not have received a refund last month because you only have 60 days to call in once your service has started and it was well over 60 days. I told him that I had been calling in from the beginning so there was not any reason why I should not have received my refund.

Then he tried to retract his statement and claim that he did not say that and knew that I had been calling in from the beginning. I have call waiting caller id on my phone and the conversation is momentarily bleeped out when someone calls in while I am on the line. That happened while I was speaking with Brian, I went to ask him if he could repeat what he said because I didn’t hear it, he informed me that he was speaking and was not done yet. Brian refunded half of my charges which was a partial help to me but since I was misinformed by an AT&T Wireless employee, I felt as if I should have been given the entire refund. I admit that I should not have matched tones with Brian but because that is how he was speaking to me and would not always let me finish, I felt as if I did not have a choice. I have worked in customer service and I still do. I know that it is not proper to raise your tone with a client let alone be rude or have an attitude. I have never received treatment like this from any other customer service representative that I have spoken with at the company.

Although I have had issues since day one, noone has ever treated me as if I do not matter. I do not appreciate this and will not tolerate such treatment. If it happened once, it can happen again. Therefore, in the very near future, I will be discontinuing my service with the company and do feel as if I should not have to pay the early termination fee either. Thank-you in advance and I do hope that matters will be taken so that this type of treatment does not happen again to myself or any other customer of AT&T Wireless. Sincerely, Jocelyn N. F Baltimore, Maryland 21236 cc: FCC jocelyn f

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