What AT&T did:
This is more than just a financial case it is also an ADA case because as an ATT customer who has recently become totally deaf, I have to go in person to the same ATT store where my requests to speak to a “manager” or have the sales associates contact someone in customer service who would listen to my billing problems that I have been trying to resolve without the decency of someone actually looking at my statement. Even then the idiot salesman kept saying it must be my bank’s fault until I had him read the ATT code charge on my actual computer bank statement. I may seem stupid, but I was a bookkeeper for a large company and handled payroll, the corporate checking account and payables so I do know how to read a bank statement! The billings come out of my account at 2 separate times during the month although ATT only sends me a text once a month that my payment was successful. I never received any text about a 2nd payment being charged by ATT on a different phone number so wasn’t aware of the charges as I never look at my bank statement details very often. I brought in my bank statements as requested by the same salesman and for at least an hour THEY DID NOTHING WHILE A COMPLETELY DEAF, OLD, CRYING, FRUSTRATED WOMAN BEGGED FOR THEM TO CONTACT ANYONE TO ASSIST ME. The young salesmen I spoke to on numerous occasions just acted like I wasn’t there weeping in the middle of their store. OK I understand and apologized to them repeatedly because I understand their main job is to sell phones, but I was humiliated and degraded in front of a store of customers coming and going while I waited and tried to get someone to reason with. I also requested what I considered to be a “reasonable accommodation” under ADA perhaps for one of the salemen to sit with me in an area of the store more quiet, at least a couple of chairs or move a table because I need someone to write or speak into their phone so I can read their answer to questions. Absolutely not would they do this, I just was stuck out there for all the customers to look down on or worse try to avoid making eye contact. I was there for over an hour crying. After all that, when my answer was relayed from customer service who talked repeatedly with the salesperson, but REFUSED TO COMMUNICATE WITH ME! the salesperson finally told me to leave as “someone will send you an email” I could barely drive home. I was hysterical. I recently became totally deaf and it is horrible especially since I was a private tutor who volunteered for years tutoring poor kids whose parents couldn’t pay and now I need help and get treated like this? What if that was your mother or grandmother? What amount of money compensates for that treatment? I didn’t ask or do anything to wake up totally deaf; it just happened. As far as the original financial complaint, I can only afford a flip phone with talk/text for $30.00 per month while the welfare crowd are rewarded with FREE I-phones & unlimited internet and my friends with money all have I-phones. I don’t want one, but I do want to be refunded for paying for an old phone number that ATT didn’t bother to remove from being paid from my debit card when I changed my phone number 3-4 years ago. I only just found this out because I am what is called a pre-paid customer although my checking account is billed via a debit card each month and I receive a text stating something like “congratulations your payment was successful” so I never check that bank statement since there have been no problems. At the end of October, 2021, my current flip phone was turned off because the payment wasn’t made. This made me go into my bank statement. It turned out my out of state bank issued new debit cards and I never received one. After reviewing the details of my past bank statements I noticed a completely separate charge from ATT taken out usually about 2 weeks after the first charge except, I never received any texts about these second payments. I figured out that when I donated my old flip phone and got a new number the salesperson who set up the new payment for the new phone number obviously didn’t cancel the old payment. I have no idea if someone is actually using a phone # that I am paying or ATT is just taking my money. The amount only equals about $360.00 per year, but over 3 years that is a lot of money for someone who has little income to pay for everything. This may not be a big case as far as getting my refund, but ATT needs to be held accountable to treat all their customers even the old, poor and those with disabilities which professionalism which includes dignity and decency. What if it was your mom or grandmother? I have no children or family. I can no longer bear to go to the ATT store in Springfield and try again, but the money was taken due to ATT’s mistake. I also researched online and ATT brags they have a special section of employees who are there especially assist the elderly and/or disabled customers. The salespeople should have put me in touch with them as I repeatedly asked if just such a department existed. I can’t call any of the ATT complaint lines because I am deaf so hopefully arbitration can help me. More importantly, ATT has the money and the resources to train their employees how to deal with customers who need reasonable accommodation of whatever kind. This is shameful from a corporation this big. I would have been fired had I treated any customer disabled or not like they treated me. (I once worked at the earliest cell phone companies and we cared more about keeping customers than selling phones!). Thank you for at least letting me tell someone.
A huge apology and guaranteed that those 3 employees will be dismissed. I also wish to be contacted by to ATT’s corporate officer in charge of ADA compliance regarding ATT’s responsibility to make reasonable accommodation for any disabled person who requests it. I want to know what procedures ATT must follow and what standards they are held to according to ADA.
Submitted by: Anonymous AT&T customer in Springfield | Read more AT&T complaints
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