Contributor
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3 Messages
Land Line not working for over 10 months--But ATT is still billing us.
To ATT Land Line Services (POTS)
Account 713 xxx-yyyy 949-4
Dear ATT
Dear Larry Evans
Vice President and General Manager AT&T South Texas
CC: Customer Loyalty Service Agents: CECILE CR7245 and RUBEN RS3937
We were promised $806.00 USD credits on 25 November, 2023 and we have not received the promised payments.
We have been ATT customers across s multiple services for several decades. We are so disappointed in ATT regarding the inability to supply contracted for Land Line POTS telephone service at our home and the string of broken promises from ATT loyalty/customer support.
We have reluctantly cancelled our land line service after more than a decade in November 27 , 2023. The land line (Edited as per community guidelines) had not worked since 18 May, 2023 ( no dial tone, no calls). ATT has sent 8 different technicians to fix the problem without success. Yet ATT continued to bill for a service that they are not supplying. Multiple customer service / loyalty agents have promised us refunds for the POTS services that ATT were unable to supply.
The most recent Customer Service personnel (Cecile CR7245, and her Manager, Ruben RS 3937) assured us on 25 November, 2023 that we would receive credit : $806 USD for the multiple months that ATT failed to provide services and over billed us. These payments were to come in the form of VISA cash cards. No such cards have been issued.
We have yet to receive any refunds that were promised. Note ATT continued to invoice us for services through January 2024 despite the services being unavailable since 18 May 2023. Note a land line in Houston is a safety communication channel during weather / hurricane events. Being denied its service is a significant impairment for our safety and preparedness.
Larry, Cecile and Ruben we are calling this to your attention to see if ATT will honor the commercial commitments you made in November and provide us suitable credits for the services NOT rendered under our agreement.
Sincerely
ATT 30 year customer (Edited as per community guidelines)
skeeterintexas
ACE - Expert
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28K Messages
4 months ago
1. This is a PUBLIC MESSAGE board. Please remove your PERSONAL information.
2. These forums are populated by customers just like you and they are NOT a way to communicate with AT&T.
C. Please review the TERMS OF SERVICE to understand your rights & responsibilities.
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ATTHelp
Community Support
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232.9K Messages
4 months ago
Hello @mikebellaire ,
Please be mindful about sharing your personal details like, Phone number, email id, IMEI number, account number, last name, Credit/Debit card number, order number, Driver licence details, address. This is a public forum and your privacy is very important to us. As per AT&T Community Forum's guidelines http://sm.att.com/b9b8aa02 your personal details will be scrubbed. Have a great day!
Regards,
AT&T Moderator
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Juniper
ACE - Expert
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32.5K Messages
4 months ago
@mikebellaire
You have not made any official letter to AT&T. This is a public forum of other customers. As such, no action will be taken on your account.
Being a public forum, any personal info you posted was for the world to see. So be prepared for any increase in scams/spam going forward as you opened yourself up to it.
If you cannot get resolution over the phone, then your option is to file a BBB complaint. That goes to upper management. Usually this results in contact from their Office of the President within a few business days. Not a guarantee/promise that you will get what you want, just that it is a shot at a better resolution than you've seen so far.
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Jake_101
New Member
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6 Messages
4 months ago
The Office of the President, at one time was a viable escalation path. However, when landlines are involved, AT&T as well as US government agencies, have no interest in providing those services any longer. While you are due a credit for services not received, don't expect your Plain Old Telephone Service (POTS) to operate satisfactorily as it did in the past. POTS has been declared dead and buried.
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mikebellaire
Contributor
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3 Messages
4 months ago
Juniper
you are incorrect
we have made several official written complaints to ATT and related communications compliance agencies
you may want to check your facts before posting false statements in future posts
we will continue to use every avenue available to us to resolve this issue.
although regretabbly I think POTS. Is dead which is an issue considering the recent 100k folks left without 911 access during the recent ATT “outage”
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skeeterintexas
ACE - Expert
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28K Messages
4 months ago
@mikebellaire Please tell us which statements are false. The “public forum” statement or the “file a complaint with the BBB” statement.
We’ll wait…..
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Juniper
ACE - Expert
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32.5K Messages
4 months ago
@mikebellaire
You're the one who forgot to check facts.
This is a public forum that is customer to customer. As such you did not make an official communication to AT&T in your post.
Your communication outside the forum does not change these facts.
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Jake_101
New Member
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6 Messages
4 months ago
The sad fact here is that POTS, as it has been delivered for many, many years, is effectively gone. TELCOs have been given an "easy out" by the US government and the various regulatory agencies that allows them to cease maintaining the copper plant. This has resulted in extended and unacceptable service restoration intervals, especially in rural areas who are not as yet fiber served. The other issue is that VOIP or other POTS-like services are yet "not ready for prime time", as unbelievable as that sounds and, even under the best circumstances, the subscriber is responsible for providing back up power for the premise side equipment. Gone are the days where POTS, as we have come to know it, just "keeps on truckin'" even though electrical power is out for days or weeks on end. Welcome to the future!
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ATTHelp
Community Support
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232.9K Messages
4 months ago
Hi @Jake_101! We understand that you're facing issue with your landline service, and have concerns regarding your billing. We hear you, and happy to assist you.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page - https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community and Forums,
Ancy, AT&T Community specialist.
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Jake_101
New Member
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6 Messages
4 months ago
ATTHelp
It seems that you are assuming that I am the aggrieved party here.
That is an incorrect assumption, at the moment.
My comments are intended, as an unsolicited opinion, as to where we, as a country, are headed as POTS, as we know it, is disappearing forever from the landscape.
I am well-versed in the requisite methodology for dealing with AT&T and similar carriers when difficulties with the quality of service provided arise.
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