I go back a ways with AT&T.
You young’uns may find this hard to believe, but back in the day, AT&T (a.k.a. Ma Bell, the Destroyer of Worlds) had a phone monopoly ruled with an iron fist. If you wanted phone service, you had a technician come out to your home and install/activate a line, and you rented a phone from AT&T which you had to bring in to their office when you moved, to (hopefully) get your deposit back. Then cracks started appearing in the Ma Bell Empire - first people successfully purchased their own phones at department stores (despite dire warnings from the company that non-Bell phones would fry their wires, or somesuch). Ultimately the Gods were angered by AT&T’s excesses and the company was broken up into a bunch of Baby Bells (think a nest of small snakes to replace the giant Gaboon viper).
Now AT&T is just one of a number of phone service providers ostensibly trying to earn your business, but the old sense of entitledness remains. In an evil moment several years ago, I ended service with Sprint (an uncomplicated and even pleasant transaction) to open an account with AT&T, which was the exclusive partner with a phone maker whose device I wanted. That worked OK until now, when I decided to change phones and get on Mrs. J.'s account with another provider, to (in the long run, anyway) save money. Thus began The Troubles.
Late last month I called up AT&T to ask that my service be cancelled. After dodging plaintive requests to explain why I wanted to end the relationship, the rep told me my service was being immediately cancelled (which I confirmed a short time later - no service) and since my account was paid up for 9 days after that point, I owed them no further money and we were quits.
But of course, that was not so, for a new bill for $75.73 materializes a couple days ago. Back on the phone with AT&T, where “Julio” tells me my service was not actually cancelled, just “suspended” and I owed the $75.73. I explained cordially that was bullshit and asked for AT&T to acknowledge by e-mail and in writing that the account was cancelled and any further charges were null and void. Julio mumbled that he was preparing the e-mail, but came back on the line to say that he couldn’t send it, and then hung up on me. By this time it was too late in the evening to get another customer rep on the line, so back to the phones the next morning.
At this point, neither the new rep or his supervisor would tell me anything about my account without a “passcode” which I did not have (and which “Julio” didn’t need the night before), but would have to drive down to my local AT&T store to get, since the supervisor’s attempts at e-mailing it to me repeatedly and mysteriously fail. At the store, they tell me they can’t issue a passcode because my account has been cancelled. Showing remarkable patience despite the flames coming out of my ears, I persisted, at which point the store guy manages to navigate AT&T phone hell and gets me a passcode. I call AT&T and go back on hold.
The new phone rep confirms my account is cancelled, but the remaining charge is another matter. Eventually I am told the charge will be removed at a mystical later date, so no worries! Except I am past trusting what they tell me over the phone, and demand e-mail and written confirmation. Oh no, we can’t do that, because your account is cancelled! But we will connect you with the Loyalty Department, which will be happy to assist you!
(pause for extreme irony)
After more time on hold, the Loyalty Dept. drone informs me my account is indeed cancelled, but that since the $75.73 is still listed on my account, they can’t send me any notification it will be removed. But relax, AT&T would never forget to remove the charge and start piling on late fees and new bills. :dubious:
At this point I have spent a sizable chunk of my Sunday on hold with or occasionally having excruciating interactions with a succession of AT&T drones and their nincompoopic overlords.
Finally, out of the goodness of their hearts*, the AT&T store guys contact their boss, who is possessed of Super Powers™ and can get the bill wiped off the account for good, NOW. This is accomplished and I leave the store with confirmatory printouts.
So maybe it’s over. Or not. In any event, kiddies, never never NEVER sell your souls and sign on the dotted line with AT&T for any reason whatsoever, even if you think the other providers are worse.
There is no phone company more disreputable, disgusting, lying, conniving, cheating, possessed of more shit-for-brains excuses than AT&T.
*or possibly because I have already conversed with prospective customers about my experiences, and am in the process of wearing a groove in their carpeting while pacing up and down the store on hold with AT&T customer service.
The yearly price increases haven’t been enough to make me look at another plan, since I’m still getting a good deal for my usage rate.