To Whom It May Concern: I am extremely dissatisfied with AT&T; my recent experiences lead me to conclude that the company's business practices are unethical.
We recently switched from AT&T to T-Mobile. Three lines on our account, including my elderly mother who still uses a "flip" phone. We were unable to get her flip phone unlocked, despite multiple and repeated attempts over a two week period visiting two different AT&T stores, speaking with countless customer care (which we found to be not too caring!) representatives, and submitting e-mail requests to get the device unlocked. She was accustomed to her phone and felt uncomfortable switching to another device. We, on the other hand, simply traded in our devices for two new phones (but two weeks + after doing so, we were still trying to get her phone unlocked!). We received various reasons why this was impossible...it was a "go" phone…the number was not on our account...the phone could not be unlocked (even though we were prompted to enter a 16 digit code to unlock it ??). In the end we had to buy another flip phone from T Mobile, which my mom is now using.
After all the time wasted (not to mention frustration) with this process of trying to get her phone unlocked, AT&T adds insult to injury by transferring charges from my husband's number to my mom's number for the two week period during which her line was still at AT&T because we couldn’t get the phone unlocked!! Moreover, the charge ($131.57) is quite high because by moving our two numbers to T-Mobile, we were no longer on whatever super savings plan we were on originally (which, BTW, was still about $90 more than what we are now paying at T-Mobile).
I called about the bill, saying I would be happy to pay all charges except those attached to my mom’s line (since the reason the line was on AT&T beyond the time when we switched was because AT&T refused to unlock the phone ... duh!). After speaking with six different representatives (each time having to repeat all information, BTW, which is in itself frustrating), I was informed that there was nothing they could do about those charges.
Unfair, unethical and total disregard for customer rights...this is how I would describe the company. We were AT&T customers for a very long time, but after this will NEVER come back to AT&T…
More information about text formats