Welcome to a tiny painful jaunt through the modern corporate credit rating easy system of NO! Hyperbole and general humor aside AT&T has some intelligent folks behind the scenes but with the exception of the sales people who aren’t management I haven’t dealt with them yet.
So 8 years ago I had service through AT&T, my contract was almost up and I was about to start a job working for Sprint. One of my last deeds as a “loyal” AT&T wireless customer was to refer my parents. At the time they were offering $50 per line for referral activations. This would have brought my account down to the point to pay off the remainder of my contract would have been under $50 nice right? Well too bad for me since AT&T never actually gave me the referral bonus. I was taught by my wise and cynical mother when it comes to corporations to NEVER throw money at a problem so I told AT&T until they fixed the issue I wasn’t paying them anymore or using the service either. Well the kind folks at AT&T customer service said no problem it would only take a few days to resolve the issue.
Let’s fast forward now to last July when I bought my iPhone. I was as excited and giddy as a young schoolgirl (pay attention and get the thoughts of those plaid skirts out of your head) as I plugged my iPhone into my Macbook Pro and awaited the iTunes activation. I entered in my SSN and omg! declined. What the hell I thought and called AT&T to find out why. Apparently I owed them over $400.00 for some reason. Wanting to learn more I got a copy of my credit report and discovered not one but two separate (yet identical) debts on my credit report. It seems that AT&T charged me a full $300.00 disconnection fee plus money owed with interest.
At this point I called AT&T back and asked them to look into it (I also notified the credit bureau of the double listing and they said it was verified that I owed both companies? (wth??)). Hilariously enough I was told that the records from that far back probably don’t exist so there is no way to honestly resolve the issue with full information.
Fast forward to this year when I tried to move from a gophone account with my iPhone (yeah I had to get a pay as you go plan which is really code for “gouge the people with bad credit plan which doesn’t actually improve their credit while being gouged” which is a mouthful and makes perfect sense as to why they shortened it), anyways I wanted to add Zoe (my wife) to my plan and make it a contracted family plan (which means her buying a phone and them earning more money off of us both on a contract since I bought my iPhone at an Apple store.
DECLINED! (or we could pay $400 per line deposit). The gentleman I spoke to at the AT&T store said no problem we can get the deposit waived. This sounded excellent. So thus began the dreaded 6 hours at the store. Everyone there was fairly helpful except the asst. manager on duty refused 2 hours worth of requests for a chair for the aforementioned wife (who is 7 months pregnant).
This same assistant manager also made a habit of frequently interrupting and even better ignoring politely worded questions. Amazingly (especially to the 5 or 6 customers who saw my treatment) I managed to keep a clear calm head until the bitter end when I did drop a harsh word the last time he interrupted me. I was trying to ask for his manager’s number as well as the district manager’s number to complain about him and he interrupted to tell me “he was done helping me”. I said continued interruption of a paying customer who wants to give the company more money is a really douchebag thing to do. At this point the elderly security guard told my wife and I to leave since we were hurting the feelings of the staff. At this point 2 of the staff members volunteered to go on record that my family was ill treated by the asst. manager.
Fast forward to me calling customer service the next day to make a complaint. The customer service rep took my complaint and said that behavior wasn’t tolerated and then offered to call another store saying “it’s an easy situation to override a deposit and give a waiver”. I said sure and he contacted the downtown Portland branch. The salesperson and he talked for about 5 minutes and then I was warm transferred to the salesperson and he got my email, mobile number and name and said he’d get back to me within 3 days. Excellent I thought finally some resolution.
3 days later I received an email from this salesperson letting me know that the PacNW operations dept said no. At the bottom of the email (which also contained the email to and from the operations center I noticed:
- My full legal name
- My mobile number
- My home address
- My internal customer id number
- MY SOCIAL SECURITY NUMBER
I immediately called the store and asked for a manager was told “none were on duty” and so called customer service who said that there was no way to take a complaint about email.
So I searched the consumerist.org website until I found the CEO’s office and called. The person who answered the phone put my call through to an executive care specialist who could barely speak english (no accent just not that coherent in his speech patterns) who told me “yes that’s against policy but there’s not anything we can do besides say we’re sorry”. Sorry? I’d like to buy a home soon and with the possibility that my SSN was sent in clear text and to who knows how many departments and I have no way of knowing who has my SSN now? For the record I gave the sales guy my email over the phone with no one ever verifying my identity. So apparently you can get SSN’s from AT&T by simply social engineering them now. Hooray for security.
To think this all started with my simpleminded idea that I’d be able to sign up to give more money to the corporation. It’s sad that AT&T is the only company in the US able to offer the iPhone. The worst part is I paid full price for the iPhone. Not subsidized by Apple or ATT like most other phones are. If AT&T had paid for part of the phone then I’d see it from their side but asking me to make a deposit almost equal to the cost of the phone is ludicrous.
I’m not a greedy person I just want to be able to talk to my wife regularly without having to pay a ton for the privilege. At this point however I do have some specific terms that AT&T can fulfill to keep me as a customer and to make right on a horrible run of bad customer service. I just want the plan I originally wanted, no contract, 6 months free (for the 48 hours plus invested that seems fair) and for risking my SSN an upgrade to a 16gb iPhone. All told it’s vastly less then the courts have awarded other people who’s SSNs have been released by corporations.
