I once told a customer service representative from Verizon that I understood why they were the most hated company in America. ‘No,’ she said. ‘We’re actually the second most hated company in America.’
AT&T must be number one.
Y’all know I have memory issues and that if a bill has been paid late, I am the usual suspect. However, when a caller identifies themselves as a bill collector and then asks if I am still living at an address that is not and never has been mine, I figure I’m talking to a scammer.
The third time I received a similar call I dug a little deeper. They said they were calling on behalf of AT&T. Never for a minute did I assume that the bill was not mine but rather explained that given that the address was wrong, there was no way I could have known I’d had an outstanding bill. And could they please send a paper copy.
Which they did. When it came it had no identifying features other than the AT&T logo and the outstanding amount of $155.25, which I promptly paid. But then I also called AT&T to make certain the delinquent payment would not show up on my credit record, as I had not been receiving notices.
Well, at this point in time it became clear that not only was the address associated with the account not mine, nor was the email address or even the phone number. WTH? Multiple phone calls (‘due to unusually high call volume our wait times are longer than usual’) later I was put in touch with the fraud department where a very unpleasant customer service representative ascertained that my identity had been stolen, that it was too bad I’d paid the collection agency, and that they, AT&T were not responsible for any of my troubles. But that they’d go ahead and launch a fraud investigation.
When I got off the phone I called the collection agency and asked them to reverse the charges on my card (they did not). I then called the bank to ask them to stop charges–it was pending and according to them, too late.
Several days later I’d not heard a peep from AT&T so called them this morning (twice, another hour wasted). I learned that A. rather than launching a fraud investigation, my account had been closed due to fraud and B. even if they did refund my $155.25, it would go to the 20 Chester St address and to the person whose bill I already paid. So I am not only out my money, I have a black mark on my credit.
I have filed a formal complaint with the attorney general’s office and will likely seek out a reporter interested in consumer issues as well. But what a freaking mess. AT&T, you suck.
life and breath: outliving lung cancer 