My mother is a senior citizen and does not live with me. I do, however, pay her phone bills and have them sent directly to me. Every year she needs to fill out a form that results in a discount for her. This year she had filled out the form incorrectly and by the time I rec'd it back from her via mail, I only had 2 days for the deadline to get this form to AT&T. At this time I was home recovering from surgery so I called AT&T asking for an extension on the deadline. After being on the phone for over an hour with a representative answering all of the questions they have on file, the rep. assured me he was sending out the new form that day. This was in August/September '07. Well, as of today, 12/22/07, 4 phone calls later, 1 bill later and 3 emails later, I still do not have this form.
What I wasn't told on the very first call is that they were going to charge me a one time fee for a new line set up. This is not a new line and I have stated I would not pay the add'l fee. They then insulted me by saying if you can't afford it we can arrange a payment plan. I have been promised this form 4 times after being on the phone over an hour at work each time. Now, I am being advised if I do not pay the fee I will be turned over to collections and liable for their fees as well.
I did ask them how it's possible that the bills can find my mailbox but this form cannot. I did ask them to waive this fee and they said they cannot. I did ask them why am I being charged a new line fee when this line has been in effect for over 10 yrs. What if I don't want the discount anymore? How does that constitute a new line charge?
I keep getting the same mechanical, robotic answer, that the form has been mailed and that I will be turned over to collections.
AT&T is the worst company out there and now they are Verizon so that's just as bad. The customer service is nothing short of horrible and disgusting. They outsource to other countries (admittedly by them via email) and these people have no idea how to handle any situation that arises. The ping ponging between supervisors is ridiculous.
Not one person knows what to say unless they read it from a script.