My Letter to AT&T

December 10, 2009

Here’s the text of my complaint letter to AT&T this afternoon.  I’m putting the AT&T Complaint address right out there so someone else won’t have to go through the Hell of Being On Hold…


PO Box 580

Lee’s Summit MO 64063-0580

ATTN: Complaint Dept.

To whom it may concern:

I’m writing today to tell you of the lack of professionalism and customer service I experienced on December 9, 2009.  Let me give you some background:

I am trying to start paying my landline home telephone bill online.  One would expect this process to be made easy by the website att.com.  Since I don’t remember my password or user name, I start the process of having them sent to my email address.  No dice – I’m registered (apparently) but the email address I used way back when is not around anymore.  Further, there is NO provision to change that email address on the website to the correct one.

Kind of dumb, don’t you think?  But wait – it gets even better.

Since the Web is getting me nowhere I try the customer service lines, specifically the 800-288-2020 number. I spend a good long time there, I get transferred to the Internet Department (I think – 877-722-3755) and spend some more time there – about 30 minutes worth of time total.  And the upshot of all that waiting?  All of the customer service reps I talked to told me the same thing – they cannot access the email address that I used back in the day, because I don’t have the information to verify it.  Neither can THEY manually reset the email on the account – even though, presumably, they have all my account info sitting in front of them on a monitor and I’m prepared to give them personally identifying information over the phone to prove I am who I say I am. Neither can the supervisors I spoke to. To close this anecdote about the phone customer service – I was put on hold, and when my line was picked up again, I found myself listening to the pitchwoman for an adult chat line. I thought that kind of thing only existed on “news of the weird” websites.

And finally, to top things off – att.com does not have a provision to send you an email about this complaint (I got this address from a direct chat with a rep who took a looong time to find it).

Anything strike you, an internet provider, as odd about that last bit?

I’m fully expecting this letter to be tossed away – so I’ll try to publicize this as best I can through word of mouth and the Internet. Should you, against all odds, wish to contact me, you can either call me at my home (it IS possible for you to look that up isn’t it?) or at (EMAIL REDACTED) .

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