Here is what has happened since that call on the afternoon of April 16, 2018.
4-16-18
After I posted links to my update on Facebook and Twitter, AT&T miraculously got in touch with me through Twitter, though it was a different person than earlier contacted me on that site.
- At 5:54 p.m. I received this message on Twitter: “Hello, Michael! We would be glad to assist you today. Please give us more details on what is going on.” So I responded: “Well, I just spent nearly an hour on the phone (most of it on hold), just to get them to hold off on shutting off my service while the problem is being resolved. Last week I was promised that the recording of the call from March 12th would be listened to. In that call, I was promised that my then-current bill - February - as well as the next bill - March - would be $0. But apparently, Patrick failed to document the call, and I received bills.”
- I sent a second response: “Not only have I received bills, but also late charges, and today a notice that my service would be shut off on the 19th. The man I spoke with today, Hero (yes, that's his name), told me he added an extension so that service would continue while the managers listen to that phone call's recording.”
- At 6:01 p.m. I received another message in response: “We can definitely take a look at credit for February and March! Just send us your service type and account number so we may get started!” So I responded with my account number. Of course, then I wondered just how many people were working on this problem. Perhaps none. Perhaps they all were. Either way, I now had two weeks where I wouldn’t have to worry about it, as Hero (in my update from April16, 2018) put an extension on the bill while the managers hunted for the recording of the call.
4-17-18
- At 8:43 p.m., I came home to no phone or internet service. On the modem, the phone light was red, and the broadband light wasn’t on at all.
- At 8:50 p.m., after unplugging the modem and plugging it back in, service came back. But how long was it off? How many calls did I miss? And it is infuriating to learn that the problem of my service is still not actually solved. What the hell?
4-25-18
- Having not heard back from AT&T, I tried a new tactic. I sent the company a message on Facebook. Here is my message, sent at 4:48 p.m.: “I can't believe I am still waiting to hear back on my bill. Seriously, this hasn't been resolved yet? I was promised I would receive a call when they listened to the recording of the conversation from March 12th. Are you guys completely incompetent? This has been going on for far too long.” Then, at 4:52 p.m., I sent a second message: “I've talked with so many people - via phone and Twitter - and still, nothing. My messages on Twitter started to be ignored.” And I sent them a link to the last update I posted on my blog.
- At 5:18 p.m., I received this response: “We apologize that you have yet to get an issue resolved after a month of talking to numerous people to no avail! We'd be more than delighted to get this turned around for you! Would you mind providing us with your account number, along with a brief elaboration on what you initially experienced? Thanks! -JewelR Social Media Specialist”
- Encouraged by the response (by getting any response at all, actually), I replied immediately, giving them my account number. “As for what happened, I've told the story so many times. I posted something about it on my blog. The opening paragraph of this post is the short version.” And I included a link to an earlier update on my blog.
- At 5:30 p.m., I received this response: “We really feel your pain regarding your bill and service. Please provide your contact number so we properly investigate both your internet/home phone service and billing issue. Hope to hear from you soon. ^WaleA.” I immediately responded with my phone number.
4-26-18
- So the next day (Thursday, April 26th), I sent this message on Facebook: “Any word? I was told I'd be called after they listened to the recording. That was ten days ago. How long does it take?”
- At 11:51 a.m., I got this response: “We appreciate your patience while we gather information and details to take the next steps! To get going in the right direction, can you clarify which services you have with us? We’re awaiting your response. –Denise V. Social Media Specialist” Which services? Really? Don’t they know that by now?
- I responded: “Landline and internet. Isn't that in my record?”
- At 12:02, their response came: “Thank you for clarifying that! We are reviewing your request and working hard towards a speedy and agreeable resolution. We appreciate your patience and know your time is valuable and don't want to waste it, if you need additional assistance please let us know! -MattM Social Media Specialist” Interesting that it is a different name used every time I get a response. Wale, Denise, Matt.
- Anyway, at 5:51 p.m., I sent this message: “Thank you. I just want to hear that the last two bills have been reduced to $0, as I'd been promised, and then I can forget all about it, and just pay the next bill.”
4-27-18
Still no response.
- At 11:58 a.m., I sent this message: “The last time I called, they put an extension on my account to early May. But if AT&T hasn't found the recording yet, then you need to put a further extension on it. I don't want my service shut off because no one there is able to do his or her job. I want an extension until the issue is resolved, whenever that may be. Perhaps that will get those people to pick up the pace on this problem.”
- At 3:13 p.m., I sent this message: “Hmm, according to Facebook, you haven't even read my last two messages. Weird.” Yeah, on Facebook, it is indicated when someone has read your message. Apparently, AT&T decided to completely ignore me on Friday, for not only did no one respond to my messages, but no one actually even read them.
4-29-18
- Having still not heard back from AT&T, and with the new deadline approaching, I sent this message to the company via Facebook at 11:45 a.m.: "While I'm waiting for the problem to be resolved, I want to make sure my services aren't shut off. It is almost May, the new deadline. Please let me know that that has been extended again. It needs to be extended until you guys finally abide by the promise that was made to me."
- I then sent this message to the Better Business Bureau through Facebook:"Hi there. My name is Michael Doherty. I am writing to you because of the poor treatment I'm suffering from AT&T. Because of the terrible service, I was promised on March 12th that my current bill and the next bill would be $0. I confirmed that several times with Patrick, the employee who made the promise before letting him transfer me to the technicians to solve my service issues. But Patrick apparently did not properly document the call or his promise, for a bill came and it included the previous bill's amount, plus late charges. I have spoken to multiple people there - via phone, Twitter and Facebook - and apparently no one bothered to listen to the recording of the March 12th call. I was told all calls were recorded. Now it seems they're simply ignoring my messages. I've written about part of this in my blog (If you're curious, here are the links: http://furrymike.blogspot.com/2018/04/my-troubles-with-at-update-april-12.html and http://furrymike.blogspot.com/2018/04/my-troubles-with-at-update-april-13-2018.html and http://furrymike.blogspot.com/2018/04/my-troubles-with-at-update-april-16-2018.html ). It is stressful having this hanging over my head, and I am furious with them for not honoring a promise that was made to me. A promise that was made, I might add, not out of kindness or anything, but because it was the right thing to do. So it's equally infuriating that no one at AT&T is willing to simply make the same decision that Patrick did and follow through on it. What can I do? - Michael Doherty
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