AT&T angry letter

To whom it may concern,




When my wife and I moved into our house in August, we opened an account with AT&T to receive DSL internet service. We have paid this bill every month and it is fine. In October we received another bill for 148.00 for another account that we never opened. It was billed in my wife's name but for an address that is not ours. We called customer service and they canceled this bill and assured us that it was taken care of. We then received another bill in November of similar caliber, and in similar fashion, we called again and were both excitedly and optimistically assured that this rogue account was taken care of. Sailing happily through Christmas, in early January we received a notice from a creditor explaining that we still owe the 148.00 dollars. My wife and I recently contacted your customer service department to report this discrepancy. Customer service transferred us to accounts receivable, who transferred us to a different department, who transferred us to fraudulent claims, who then transferred us back to accounts recievable who then . . . at that point we lost count of how many times we had been transferred. In fact, we probably had enough people who could not help us at this point that we could have started a softball team. Likewise, with the amount of time we spent on the phone, totaling one hour and 28 minutes, we could have held two practices, with ample time for breaks and snacks. Leaving that metaphor, I am filing a complaint for two reasons. First, how come that the biggest I.P. communications company in the United States can't even train people well enough to handle problems like ours? The problem was obvious, seeing as the addresses didn't match. Furthermore, if its taken care of, twice, why then do we suddenly have creditors seeking our money like hungry wolves? Secondly, our credit is now in question, not because of poor monetary management on our part, but because of your giant corporation, who, though seemingly sufficient to handle some of the worlds leading technologies, can't “control, alt, delete” one of your own mistakes. Now, I'm no phone representative, but I have worked in customer service myself for over 10 years now, and the so called “help” that took one hour 28 minutes to come is laughable at best. The final customer representative that we talked to “understood our trouble,” which is also laughable, and assured us that both the account and the creditor problem has been taken care of. Given our recent “excursions” together, I trust you guys about as much as a politician. I do realize that this verbal “slap on the wrist” may come with nothing but emotional writhing, and possibly some dictionary flipping, on your part. However, given that you are probably a manager of some sorts, and your pay scale covers sarcastic and angry customers like myself, I trust that at least something will be done to ease our woes? I mean, I know that Verizon is the “Aggies to your Longhorns,” but I hear that they offer wireless internet too, and, given the quality of help by the proverbial I.Q of your company, I'm sure they would be more than willing to steal a little more of your business, especially if you are making it so easy for them. In the words of bitter prostitutes everywhere, “Please quit screwing us.”



Sincerely, Meghan and Kyle Medlen