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DaveatFrontier's profile

6 Messages

Monday, November 20th, 2023 10:12 PM

My Father who is a SeniorCitizen & an Invalid got scammed in to changing his service to Clearrrate Communications.

Greetings!

 Can You connect me with a Supervisor named Latonya (Sp?) at the Dayton, Ohio Office?

This is regarding my father's Phone, that I was Absolutely Assured of it being turned on Today between 8am, & !2 Noon.

Order #-------with the New Number being ----------/Old Account # was --------


Customer's Name is Don ----


Address is--- ---- Greenville, S, Carolina 29611

Old Ph# was------ ----

My 89 Year Old Father who is disabled, was talked in to changing his service from ATT to "Clearrate Communications" Nov. 3, 2023. He was sent a modem Nov.10, 2023 from "Clearrate Communications", & His Service with ATT was changed to "Clearrate Communications" Nov. 14, 2023, with that Account # being-----

 

My Father never hooked up the Modem, & He has been without Ph. Service since Nov.14th, 2023.

After being handed from One Customer Service Rep to another, I finally spoke with a Very Good Service Rep named Tracey in the "Landline Loyalty Dept." Tracey helped me determine how, & who, talked my Father in to changing his number, & she told me that to "Port Back" My Father's Service to ATT, could take as long as 10 to 14 days. Tracey also told me that it would be quicker to have My Father get a New Number, I Told Tracey, that since My Sister Debbie Hook had the ATT Account in her Name, that I would have to contact her.
   
 With the Data given to me,I contacted "Verizon" Ph# (Edited to remove personal information), who told me that "Telispir" @ (Edited to remove personal information) had the Account.
"Telispir" then told me that "Clearrate Communications" @ (Edited to remove personal information) had the Account, with that Account# being ------ The "Clearrate Customer Service Rep." is named Terroya.

"Clearrate Commmunications" fully understands the situation with My Father being "Pressured/Conned" in to changing his phone number,   & they also stated that to have my Father's Service "Ported back" would take more than 10 days.   

I then attempted to get back with Tracey in the "Landline Loyallty" Dept, & Instead I was connected to a Customer Service Rep named Bee, who also was extremely helpful, & she told me that it would be quicker to get My Father a New Phone Number, which possibly could've been turned on Nov. 17, 2023 and nlater than Nov.21, 2023.
Via a 3 way phone call,....Bee, My Sister Deb------- & Myself agreed upon having My Father's Phone having a "Block" emplaced so that he could not be "Crammed/Scammed" again, & that the Phone Service would be Turned on Today Nov. 20,between 8am & 12 Noon. Bee stated that Deb's Credit information would be taken via a "Third Party", & that the process would continue from there. I & Bee then said our goodbyes, & hung up.  
My Sister Deb, then called me approx. 30 minutes later & told me that this "Third Party" named Vicky, told her that Our Father's Phone Service would not be turned on till after Thanksgiving!

That action TOTALLY Contradicts what I and My Sister were told.

Greetings!l

 Can You connect me with a Supervisor named Latonya (Sp?) at the Dayton, Ohio Office?

This is regarding my father's Phone, that I was Absolutely Assured of it being turned on Today between 8am, & !2 Noon.

Order #-------with the New Number being ----------/Old Account # was --------


Customer's Name is Don ----


Address is--- ---- Greenville, S, Carolina 29611

Old Ph# was------ ----

My 89 Year Old Father who is disabled, was talked in to changing his service from ATT to "Clearrate Communications" Nov. 3, 2023. He was sent a modem Nov.10, 2023 from "Clearrate Communications", & His Service with ATT was changed to "Clearrate Communications" Nov. 14, 2023, with that Account # being-----

 

My Father never hooked up the Modem, & He has been without Ph. Service since Nov.14th, 2023.

After being handed from One Customer Service Rep to another, I finally spoke with a Very Good Service Rep named Tracey in the "Landline Loyalty Dept." Tracey helped me determine how, & who, talked my Father in to changing his number, & she told me that to "Port Back" My Father's Service to ATT, could take as long as 10 to 14 days. Tracey also told me that it would be quicker to have My Father get a New Number, I Told Tracey, that since My Sister Debbie Hook had the ATT Account in her Name, that I would have to contact her.
   
 With the Data given to me,I contacted "Verizon" Ph# (Edited to remove personal information), who told me that "Telispir" @ (Edited to remove personal information) had the Account.
"Telispir" then told me that "Clearrate Communications" @ (Edited to remove personal information) had the Account, with that Account# being ------ The "Clearrate Customer Service Rep." is named Terroya.

"Clearrate Commmunications" fully understands the situation with My Father being "Pressured/Conned" in to changing his phone number,   & they also stated that to have my Father's Service "Ported back" would take more than 10 days.   

I then attempted to get back with Tracey in the "Landline Loyallty" Dept, & Instead I was connected to a Customer Service Rep named Bee, who also was extremely helpful, & she told me that it would be quicker to get My Father a New Phone Number, which possibly could've been turned on Nov. 17, 2023 and nlater than Nov.21, 2023.
Via a 3 way phone call,....Bee, My Sister Deb------- & Myself agreed upon having My Father's Phone having a "Block" emplaced so that he could not be "Crammed/Scammed" again, & that the Phone Service would be Turned on Today Nov. 20,between 8am & 12 Noon. Bee stated that Deb's Credit information would be taken via a "Third Party", & that the process would continue from there. I & Bee then said our goodbyes, & hung up.  
My Sister Deb, then called me approx. 30 minutes later & told me that this "Third Party" named Vicky, told her that Our Father's Phone Service would not be turned on till after Thanksgiving!

That action TOTALLY Contradicts what I and My Sister were told.

I then went through the process again, & after about 30 minutes on the Phone, with various Reps., who would take information, only to tell me again, & again, that I would have to be transferred. 


I then demanded to speak to a Supervisor.


I spoke with Latonya, who is working at the Dayton Branch of ATT, & She was very helpful!

Latonya, after approx. 45 minutes, of speaking with various people,.... Finally Assured me that My Father's New Phone Number, would be Turned On Today Nov. 20, 2023, between 8am & 12 Noon.  

This morning,..... To verify The Progress being made, I went to the ATT Website related to New Orders, & "Lo & Behold",..... Your System did not recognize any of the Data!

I then began the chaotic & stressful process,.... ALL OVER AGAIN!


As I was going through the various Departments, via my phone,...This "Unknown Number" beeped in via Call Waiting >>>(Edited to remove personal information),.... That Party did not leave a Voicemail, & Literally hung the phone up! I called that Number back, & Unbelievably it is an ATT Customer Service Phone Number!! 


The First Customer Service Rep.,@ (Edited to remove personal information) told me that she "Could see the notes to the Account" made by The Supervisor Latonya, but again,... "I have to transfer you to the correct Department.".

My last contact, at the "Correct Department",  was with Eve, at 9:08 am,..... And even though the Customer Service Rep. I talked to before Eve, told me that "She could see the Data, but that it wasn't her Department & that she would transfer me to the correct one",.... Eve stated that she could not see anything, & that she would have to "Refresh her System", & Call me back in 30 minutes.

I've now been waiting for that "Call back" 3 1/2 hours.

This Is Absolutely Un-acceptable, & Extremely Un-professional.

Do I have to Contact ATT Corporate, in order to get this matter taken care of, &/or go to The Federal Communications Commission, & File a complaint, as well as The Better Business Bureau, & many more Agencies & Groups?

Respectfully,

David (Edited to remove personal information)
Ph#@ ----------


E-mail :    [email scrubbed]


Now here's an Update as of 1:35PM

I called back, after not having heard from "Eve", I again went through the many Departments of having to repeat all of the Data, only to be told "That is not my Department, but I will transfer You". I was then transferred to "Freddy" in California, who told me that he could not do anything with the order, so I demanded to be able to speak to a Supervisor. At 12:51 pm, that Supervisor called & The Caller ID stated "Private",...... That Supervisor Mrs. Samuel, told me that a "Tech went to my Father's House Nov. 17-2023 & did not have the right equipment, and that the "installation" was rescheduled to Nov. 27-2023"!!!!!

I Told Mrs. Samuel that is Unacceptable, & that with my being a Mechanical Contractor that has installed indoor phone lines, that I did not see how anything would have to be altered at the Network Interface Module". I then practically begged Mrs. Samuel to Contact the ATT Depot in Greenville, S. Carolina, to expedite this installation with consideration to My Father's Health, AND, I also asked Mrs. Samuel if "Disability resources" would be able to help, & She told me that she thought that they had been discontinued. I gave her the Ph.# 866.241.6568, as listed on the Web Site at:    https://www.att.com/support/home-phone, & she said that she would contact them, & put me on hold.

Within about 10 seconds the phone went silent & then disconnected. The Supervisor Mrs. Samuel, has not called me back, as of 2:02 pm

How Pray tell,...... Can I make Contact, with a Dedicated Supervisor, that has Common Sense, & Intelligence, with enough gumption to make this phone installation occur Today, if No Later than tomorrow?

Within about 10 seconds the phone went silent & then disconnected. The Supervisor Mrs. Samuel, has not called me back, as of 2:02 pm

ACE - Expert

 • 

28K Messages

8 months ago

Lots of extraneous information there.

Conning seniors into porting their home phone to a different provider is a known issue.  Your frustration with having the number returned is understandable.  File a complaint with the BBB ASAP.  Those are forwarded to the OOP and someone should be in contact with you shortly.

ETA:  Similar situation posted about HERE

(edited)

ACE - Expert

 • 

24.9K Messages

8 months ago

@DaveatFrontier  Follow the advice given by @skeeterintexas , that is, file a BBB complaint. Just have all of your documentation in order. A Senior Manager from the Office of the President (OOP) will contact you.

This is a public, customer to customer forum only. It is not AT&T Support nor a way to contact specific individuals within AT&T.

6 Messages

8 months ago

Greetings Ya'll,

First, I had a major issue with "Signing in", & I finally changed my password today, which apparently worked.

Secondly, I apologize for, as Skeeter stated,  my " extraneous" post, & I wanted to clean it up a bit, but,.... I can not find any means to do any Editing".

I did file a complaint with the BBB, & I was Amazed on how quickly they replied, & forwarded the Complaint to The "Office of the President". 

But as far as ATT,..... I received a "Customary" Email reply from The " "Office of the President" & a "Customary" voicemail Nov.21, 2023.

I replied via E-mail,& left a Voicemail on this Woman's phone at the "OOP", & I have received nothing back from the "OOP" since then.

To compound the matter,..As of 2:40PM Today,....My Dad's "New Number" is now giving a voicemail of being "Disconnected", & his Old Number is still apparently with "Clearrate Communications", for it is still announcing that the voicemail has not yet been set up. 

So,..... ATT has not only Failed in delivering, as what we were told as the "Quickest Solution" to getting My Dad Phone Service by Nov. 20, 2023, but ATT has also Failed in it's promise to have my Dad's New Ph.# working by 12 Noon Today.

And I have not received any further reply from the OOP!

By the way, where I was under the impression that ATT Reps. did work with people, is due to seeing that happening in the other Forums such as Cell Phone Service, & If I remember correctly the Internet Forum. So,.... Why doesn't that happen in the "Landline Group"?

Do Ya'll have any other recommendations that might expedite this Chaotic experience with ATT?

I've already contacted S. Carolina Regulatory Commission, & they've assured me that if My Dad's phone is not turned on Today, by ATT, that they will Act upon that Nov. 28, 2023. And I've filed several complaints with various Senior Citizen's Groups in America.

Thanks

Expert

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19.7K Messages

8 months ago

Let your Regulatory Commission handle it if your getting no satisfaction from AT&T. You could also file an FCC complaint, but it will go to the same place your BBB complaint went, but it lets the FCC know there's problems with AT&T customer service (or lack thereof). In response to your editing issue, I think you only have 4 hours to edit. 

(edited)

6 Messages

8 months ago

Greetings!

I'm glad to report, that as of 4:26pm yesterday, an ATT Tech showed up at My Dad's house, & he now has "Phone Service". If I'm understanding correctly, the Tech came in, & made a few calls, with one being to My Sister in Michigan. He then told May Dad that he had a phone & left. 

I reckon that "Big Corporate" won, for even though they didn't get the phone turned back on per the Second "Promised Time of Re-connection",...... My Dad now has a phone.

  • The Woman from the"OPO", never got back with me,after her "Initial Contact", via an E-mail & Voicemail, nor any "Specialist" in regards to the BBB Complaint.

Spoom2, I did contact the FCC, several days ago, & talked to a Rep., who appeared to be "Sympathetic", but she told me that there really wasn't anything that they could do, & that they did not have the "Power" to make ATT do anything.

This whole situation is still un-acceptable, & for the moment, I'm "Floored" about the lack of Professionalism, & Compassion, by this company that is one of the largest in the World.

6 Messages

8 months ago

Skeeterintexas, you replied to my post in the clubhouse: 

"Is there any way to reach an ATT SErvice/Install Rep regarding landline Service for a Senior Citizen that is Homebound in these forums?".

I clicked on the"Notification", & all I get is a "404 page can not be found".

I'm interested in what Youhad tosay, as well as why my post can't be found.

I will point out, that in that "Club House", there were/are numerous posts made that are "Complaints"about ATT.

regards,

Dave

ACE - Expert

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28K Messages

8 months ago

Apparently someone (moderator) removed that post.  Usually a duplicate post is just closed.   I don’t have a clue. 🤷‍♂️

In regards to the ORIGINAL issue:

1.  Complaints to the BBB/FCC are merely passed on to ATT.  As stated, they don’t have the power to make any company do anything unless they are breaking a law.

2.  Did “Big Corporation” win?  I say “No”.  Your Dad got his landline back and while it may have taken more time & effort than normal, the end result is what you wanted all along.  

3.  I cannot begin to tell you many conversations I’ve had with my (senior) friends about the lack of concern & empathy we see in the world today….from doctors offices to restaurants to retail establishments to big corporations.  🤷‍♂️🤷‍♂️🤷‍♂️

(edited)

ACE - Expert

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28K Messages

8 months ago

Final comments on this thread:

I’m a senior so I am sympathetic to your dad and I know how seniors are treated.  I also have a landline that rings incessantly with “offers” (thank goodness “open enrollment” ends soon) but I only answer calls from people I know.  All others go to my answering machine.  

I know an attorney that worked for a foundation that dealt with elder abuse and their stories were heartbreaking.  Please, please, please have a talk with your Dad about not giving permission to anyone who calls him to make any changes to anything…not phone lines, not insurance, not credit cards….NOTHING.  🙏🙏🙏

(edited)

ACE - Expert

 • 

28K Messages

8 months ago

Spam deleted.

Expert

 • 

19.7K Messages

8 months ago

@skeeterintexas Thanks, delete mine too so it doesn't look like I'm saying your post is spam. Thanks again. 

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