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Westbak1's profile

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Wednesday, November 23rd, 2022 10:59 PM

ATT IS MESSING UP MY CREDIT

SINCE THERE IS NO CUSTOMER SUPPORT EMAIL, AND THE PHONE REPRESENTATIVES CONTINUE TO MAKE FALSE PROMISES, AND THE IN-STORE EMPLOYEES ALWAYS SAY “you have to reach out to customer care” INSTEAD OF ACTUALLY HELPING YOU WHEN YOU ARE LITERALLY STARING IN THEIR FACE BEGGING FOR HELP, I AM WRITING THIS TO MAKE IT PUBLIC THAT I, W Baker, HAVE BEEN FALSELY CHARGED OVER $1,000 AND NO ONE, NO ONE HAS HELPED ME RESOLVE THE ISSUES THAT I AM HAVING.

ON JUNE 17th, an ATT representative at the San Jose Branch at 595 Coleman Ave, incorrectly put two phone lines on my account. I noticed the error a few weeks later because I was being charged for both. I called customer care up to 7x to help me fix this error. Each representative continued to use the same lines “I have created a case for you and escalates your issue up to the department that can fix this, because I do not have the power to change it. The other department will give you a call and email with 5-7 business days.” MEANWHILE, I WAS STILL BEING CHARGED FOR BOTH PHONES AND HAD TO PAY IT SO ATT DOES NOT MESS UP MY CREDIT. I MOVED TO A NEW CITY DURING THIS TIME AND ONE CUSTOMER SERVICE PERSON TOLD ME THAT I HAD TO GO IN PERSON TO THE STORE THAT MADE THE ERROR; I LIVE 10 HOURS AWAY.

AFTER 3-4 MONTHS, 3-4 MONTHS, OF CALLING AND CALLING AND SEEKING HELP FROM PEOPLE GIVING ME THE SAME LINES, I FINALLY GOT THE NUMBER TAKEN OFF MY ACCOUNT. MEANWHILE, IT ATT 2 WEEKS TO GIVE ME MY MONEY BACK FOR ALL OF THE PREVIOUS CHARGES AND NO ONE EVEN SENT ME AN EMAIL, CALL, OR TEXT TO LET ME KNOW THAT EVERYTHING IS OKAY NOW; THE MONEY JUST POPPED UP AND THE PHONE LINE DISAPPEARED FROM MY ACCOUNT.

BUT, THE STORY GOES ON. ONCE THE EXTRA LINE WAS DELETED, I RECEIVED A BILL FOR $900 TO PAY OFF THE REMAINING BALANCE OF MY IPHONE BECAUSE THE SAN JOSE REP ALSO ATTACHED THE IPONE INSTALLMENT PLAN TO THE WRONG LINE. THIS MEANS THAT ATT’s ALGORITHMS NOW BELIEVE THAT I OWE ATT THE REMAINING BALANCE OF THR PHONE. THE INSTALLMENT PLAN SHOULD HAVE BEEN ON MY ORIGINAL PHONE NUMBER.

SO NOW, I AGAIN HAVE BEEN CALLING FOR HELP AND HEARING THE SAME LINES ONCE AGAIN ABOUT CASE NUMBERS AND ESCALATING TICKETS, BUT NOTHING HAPPENS. THE ONLY THING THAT HAS HAPPENED NOW IS THAT ATT IS NOW THREATENING TO REPORT ME TO CREDIT MONITORS AND COLLECTIONS AGENCIES FOR THE $900. SO, I FLEW DOWN TO SAN JOSE TO ONCE AND FOR ALL GET THIS SETTLED. THE MANAGER SAID THAT HE WOULD GET IT RESOLVED IN 24-36 HOURS AND CALL ME ONCE THE ISSUE WAS RESOLVED. HE DID NOT. I REACHED OUT TO HIM AND HE SAID THAT HE’s WAITING ON ANOTHER DEPARTMENT TO RESOLVE THE ISSUE. TODAY, I HAVE CALLED CUSTOMER SUPPORT 3 TIMES AND AFTER I EXPLAIN MY SITUATION, EACH REP SAYS LET ME TALL TO MY MANAGER, THEN THEY NEVER, NEVER COME BACK TO THE LINE. IM CURRENTLY ON HOLD NOW 30 MINUTES AND HEAR NOTHING BUT STATIC.

SO, WHOEVER MONITORS THIS FORUM. YOU NEED TO JUMP ON AN EMAIL OR PHONE CALL WITH ME. YOU CAN FIND MY ACCOUNT, JUST SEARCH OR REACH OUT TO THAT SAN JOSE BRANCH. I AM KEEPING THIS, EVERY PHONE CALL, AND EVERY INTERACTION ON FILE TO PREPARE FOR ARBITRATION BECAUSE YOU ARE NOW EFFECTING MY CREDIT SCORE AND IT SOMETIMES TAKES YEARS TO CORRECT CREDIT MISTAKES.

sandblaster

ACE - Expert

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62.3K Messages

3 months ago

The only reason your credit score would be impacted is if you decided not to pay for that iPhone. Bad move, it’s best to pay what is billed and work it out later. In any event, no one from ATT is going to email or call you. At best, ATTHelp will contact you by private message but your best chance to get this resolved is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. Even if ATTHelp does contact you, I’m pretty sure they don’t have the ability to do anything about your phone installment plan. Corporate has much more authority.

OttoPylot

ACE - Expert

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19.7K Messages

3 months ago

I believe the Coleman Ave. store is an AT&T Retail Store which is an independently owned/operated store separate from AT&T, and is not staffed with AT&T employees. AT&T has little control over the business practices of the Retail Stores. Problems like this are all too common with the Retail Stores. Follow the advice given and file a complaint with the BBB and/or the FCC. Have all of your receipts and documents in order because you will get a call from Corporate.

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