AT&T Wireless - I would like to register a complaint about AT&T Wireless. I purchased a Nokia 3361 cell phone with a prepaid wireless plan for my wife just before Christmas of 2002. At the time, they were offering the phone for $99.99 which included the p

AT&T Wireless - I would like to register a complaint about AT&T Wireless. I purchased a Nokia 3361 cell phone with a prepaid wireless plan for my wife just before Christmas of 2002. At the time, they were offering the phone for $99.99 which included the phone, $10 airtime and a rebate for $49.99.

AT&T Wireless Complaint

I would like to register a complaint about AT&T Wireless. I purchased a Nokia 3361 cell phone with a prepaid wireless plan for my wife just before Christmas of 2002. At the time, they were offering the phone for $99.99 which included the phone, $10 airtime and a rebate for $49.99. I decided to purchase the prepaid plan because I thought that I could avoid being ripped off with a wireless contract. I had enormous trouble with my previous Bell Atlantic contract. My wife wanted to use the phone for emergencies. Whenever I tried to call her, it would go directly into her voicemail. I thought she was using the phone at the time. She told me that no one could get through to her. I told her that was not true. I tried calling her with her in the room, and sure enough the phone never ringed. I called up customer service, and it took approx 45 minutes on the phone before the problem was resolved. They said it was a strange glitch in their wireless network. Whenever she turned on the phone, she would get a message saying that she had new messages. When she went into her voicemail there were no new messages. She would use up all of her minutes trying to get messages that did not exist. I read on the internet that this is a common problem. Whenever she tried to use the phone in her office, the call would not go through, or disconnect after a minute. All of the minutes on her bills were for calls that were disconnected, or calls to her voicemail to get messages that did not exist. In January of 2004 her minutes had expired. I called up customer service and asked them to add $10 of airtime. The customer service rep instead of adding $10 to the account, added $25. He said he would put through a $10 charge, and connect me to another number where I could request a refund of the $25. I spoke to someone else, and they said it would take 2-3 days for the minutes to update correctly on the phone. The phone was saying that there was $35 balance. She was still getting the new message indicator. I called her voicemail, and there were no new messages. When my wife spoke with the credit card company they informed her that they were trying to put through both the $25 and the $10 charge. I told her that they were not supposed to charge the $25, only the $10. When we called them back to ask what was going on, they said that they had a record of the refund request. At this point, we were really frustrated and angry. We asked them to cancel the plan, and issue a refund for everything. My wife got into a long conversation with another supervisor after the supervisor claimed that they could not give a refund on airtime for partially used minutes. When we insisted that the time as spent trying to see if the phone was working, and checking non existent voice mail messages they agreed

to issue a refund. 30 days later my wife got the credit card bill, and both charges were on it. She tried to resolve the problem with AT&T. They said that they needed the credit card information. She gave them her credit card information, and then they said that they could not issue the refund because of the used

minutes. My wife stated that customer service had told her that the minutes would be refunded. AT&T said that the request for credit refund was denied.

She asked to speak to a supervisor. The supervisor stated that my wife would need to speak to the person that she complained with initially. When my wife mentioned the name the supervisor said that she could not speak with that person because he did know who she was. The person that my

wife spoke with gave two different names. First he said his name was Stan, then he said his name was not Stan but Sam. I think that they give different names so people can not register complaints properly. My wife finally ended up calling her credit card company and requested a full refund. She decided to cancel the credit card number because she did not want any more charges appearing on her credit card bill. Do not ever do business with AT&T wireless. They are a bunch of crooks. Signed,

Edward J. P

Irate AT&T Customer

Edward P

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