Is humanity lost?
Approximately a month ago my mom's Cingular Flip IV stopped working. It would not get a signal regardless of what I tried. She has been on the Lifeline plan for quite some time since is eligible since she is elderly, disabled, fixed income and a minority as she is Native American. The Cingular Flip IV was sent to her last year and at no request from her and she was told that her current phone was in the 3g category and that she needed the upgrade to avoid this year's 3g shut down, but somehow it still shutdown. I spoke to a very nice gentleman, however after nearly four hours of troubleshooting, he determined that the SIM card had either gone bad or the SIM reader had gone bad. He advised us to take into the nearest store simply change it out for a new card or new phone. Luckily, I happened to be making the 100mile trip to one of the 3 stores in our entire state. I made an appointment, but a nasty hailstorm held us up and the AT&T app would not let me reschedule or do anything, I couldn't make a call out. When arrived at store location, as usual, there was a line out the door and a total madhouse, but mama is worth getting her phone fixed so she can make her favorite call each week and that's to her lifelong friend in Alaska. For many years of friendship and even with her failing health and lack of oxygen she gets the energy up every Thursday afternoon to tell the same old stories and giggle to the same old jokes. So, I got in line and was ready for the long wait ahead of me. Well, within moments an extremely frazzled young man told me that I needed to make an appoint for the next morning at 9am. I told him how far away I lived and that was not an option. He then asked why I was there after my response, he said, "Easy! Wait here one moment" he then handed me a new SIM card and a few instructions, and I was out of there! I drove the 100miles back and immediately, put the card in to activate and nothing! It was getting late, and I was going to call AT&T for help in the morning. From that point on, I have made over 45 phone calls, each time I am transferred to a multitude of other scripted representatives, have had to explain our situation so many times I actually started sobbing from the frustration, made 3 more 200mile round trips with mom and her oxygen tanks, waited 3 separate times for a phones to come in the mail and not one came and never any record of the order or the "ticket" numbers I was given, her Tribal documents were never returned from one of the visit to the store when she was asked to prove she is Native American, and if I ever here another person say, "I am so sorry, ma'am, but don't worry. I will take care of this" so help me, my brain will explode!! Besides, not once has anything been taken care of, mom still has no phone and I have wasted so many hours on this. I am so bewildered by the incompetence and the neglectful nature AT&T has portrayed for the last month. I make sure my mom gets to make a call on my cell every week, but it's not the same. AT&T took away the last bit of independence she has left. I keep trying to get her added to my account, but they only offer 2 phones, and neither are worth the cost plus one is the same phone that started this agonizing struggle. I paid for 2 other phones from outside resources, called AT&T and made sure they were compatible and 4g/5g, but when I tried to activate, they weren't supported by AT&T. I have decided after 20+ years with them (since the Alltel days) that I will switch to Verizon, I mean, at least the apps and websites function properly. I am truly saddened by the whole situation. IS there no humanity left? No compassion? No need ability to perform quality service or go off script and try something better??
I am also haunted by the notion that this is a pure form of discrimination! The poor are not worthy of decent products or quality customer service, the elderly and/or disabled don't even have a seat at the table anymore, and racism is constant and deliberate still. I am a nobody in this world, I live in one of the smallest towns in America and I like the quiet life. I would just like AT&T to extend an olive branch.... just simply try to rectify this! Give up something to return my faith in humanity! If not, I feel I have no choice than to seek justice for the little people. I will take to every platform, every civil rights forum and the law if I need be. We are not asking for much, it was a tiny, free phone and it somehow has taken so much! My mom has me and my siblings to help her and take care of her but think about that lonely person with no one.
How is this ok? Does anyone listen??