Complaint Rating:

This is a very serious matter: On August 15, 2006 I switched phone service from Verizon to AT&T based on your agent's recommendation. When I asked whether or not there is activation fee, she said "no". But later I found out that there was activation fee charged. She also put me into the WorldNet service that I never requested. I tried to call your agents and wrote letters and e-mails many times at no avail. It appears that your entire company agents are trained to gang together and refused to make the adjustment. I felt that for $65, AT&T is willing to go so low and this far and emotionally violated your customers. I would like to re-emphasize that your agents did in fact promise that there was no activation fee or I would never make the switch. More disturbingly, I found out that your company indicated that on the record that I was informed with the activation fee on August 15, 2006. Therefore this record must be changed, adulterated or simply erroneous entry. AT&T’s practice is totally unethical and nacceptable to the standard way of civilized corporate conduct. Please provide me with the names of your senior management of customer services that I can write to and voice my complaint, because one of your customer service representatives, Justin Williams, has refused to forward this letter to the corporate ladder. He said that he is the “highest level” of customer complaint. It seems to me that most of the AT&T's ordinary customer representatives behave like robots and they are not empowered to resolve customer related issues; they have poor English accents and extremely poor service attitudes. They are just repeating the so called “AT&T corporate policy” and they need to be constantly reminded of the importance that customer service is number one. If AT&T continues this practice of violating customer's right and furthermore, insisting to adulterate phone log records to cover up AT&T agent’s mistakes, I can assure of you that AT&T will not survive the current intense competition in the world of telecommunication. At this time, I would rate AT&T service and attitude to be a disparagingly low score, far less than other companies. If this matter is not properly resolved, my entire acquaintance, friends, associates and family members may stop using AT&T services and switch to other companies, by learning my horrible ordeal with AT&T.

Sincerely,

Michael