Initial Business Response /* (1000, 5, 2015/09/03) */
Spoke with customer to confirm clear working dial toneWe apologized for the customer serviceGave the customer a credit for customer satisfaction and time without servicesClosed repair issue as resolvedWill follow up with customer service
department for better Quality Assurance
Initial Business Response /* (1000, 8, 2016/02/09) */
The customer wanted home phone services with our company and we connected her servicesWhen the order completes we sent a notification to The National Accountability Database (NLAD) we received a response that she has services (Wireless/Home)
with another lifeline provider meaning we were unable to claim her as a lifeline customerWe changed the customer to the Non Lifeline rates and explained the billing to the customer on 09/21/There were payments made on the non lifeline ratesThe customer recently made a payment for the full past due amount but has been disconnectedThe customer is free to transfer to transfer her lifeline services to our company since it has been over days with the other providerWe can reconnect once we get new documentation showing the customer still receives assistance
Initial Business Response /* (1000, 5, 2015/08/17) */
We've reviewed the customers information I called the contact number listed on the customers account to follow up with the customer's requestWe've agreed to waive the reconnect fee and I've placed a reconnect on the accountI'm waiting on the
customer's response but the customer's dial tone will be restored by pm today 08/I will be happy to assist the customer for satisfaction
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has treated me very unfair, I have paid more than the monthly bill every month and they want to force me to continue service with them to be continuously treated as if I do not matter, they ignored my pleas for help, they transferred me around, one person said this, another person said that and they kept telling me, they would not turn the phone on until I paid the reconnect feeI told them I did not want the phone back on but I wanted a refund of $since I am prepaying the service and I prepaid for the month of August when my service was turned offI would like to have my $which was prepaid for the phone serviceI would like to contact the State Attorney General to look into this company's tax records, they have extra funds paid by me, that never shows up as a credit on my monthly billI have more than paid my billDue to this company's mistreatment of me, as a senior citzen, I do not deserve thisI don't see how they can force me to be a paying customer, they will continue to mistreat mePlease advise me on how to contact the State Attorney General office to see if I can be refunded my $and look into all of my payments made with this company to see all of my overpayments.This company needs to be audited, I don't what else to do, some people have told me to contact a News Channel to let other people know this can happen to them tooI just want my $back from this company and I have asked them for it too
Final Business Response /* (4000, 9, 2015/09/01) */
We've disconnected the account per the customer's request and issue a check in the amount of $the check will be sent to the customers billing address listed on the account via USPS on 09/04/I've been unable to contact the customerBased on this complaint We've disconnected the account and we are sending a check
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for helping me to get the refund, it's all I've wanted after the service I had receivedThe company will not admit to any wrong doing and they want me to continue to get phone service from them and be treated unfairly at the same timeThe company never kept their end of the agreement as listed on their monthly statements
I will let you know if I receive my check for $in the following weeks
Thanks again
Initial Business Response /* (1000, 5, 2015/12/17) */
AT&T confirmed dial tone was restored on 12/08/2015 I reached out to the customer several times but got no answer. I also reached out to the contact number listed on the customers account and a family member answered and confirmed the customers...
dial tone has been restored and they have spoken with the customer today. Gave a credit for time without service and closed the repair ticket.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/22) */
The customer has had an open repair for a jack replacement. The customer had dial tone at the box but our inside technician would have to repair the jack. The customer was disconnected for not complying with recertification requirements. We...
received his lifeline form but we don't have proof he still receives assistance to qualify for the lifeline services We've notified all of our customer's for months via mail and phone advising of the recertification requirements. Once proof is provided we can reconnect the services and proceed with inside technician commit.
Initial Business Response /* (1000, 5, 2015/07/20) */
In regards to the taxes the customer has to pay. This customer is a non lifeline customer all taxes apply according to the Missouri state and city tax website. Each charge listed on the customer's billing is in regards to the taxes all Missouri...
non lifeline customer's pay on a monthly basis. We receive a tax charge on our billing every month we don't pass that charge down to our customers. We apologize for any misunderstanding. The customer's tax amount has been the same for several months. The billing has changed based on any monthly charges added for ex. Directory assistance is $0.49 cents per call. I will be happy to explain the billing in more detail to the customer if needed.
Initial Business Response /* (1000, 5, 2015/09/03) */
Spoke with customer to confirm clear working dial toneWe apologized for the customer serviceGave the customer a credit for customer satisfaction and time without servicesClosed repair issue as resolvedWill follow up with customer service
department for better Quality Assurance
Initial Business Response /* (1000, 8, 2016/02/09) */
The customer wanted home phone services with our company and we connected her servicesWhen the order completes we sent a notification to The National Accountability Database (NLAD) we received a response that she has services (Wireless/Home)
with another lifeline provider meaning we were unable to claim her as a lifeline customerWe changed the customer to the Non Lifeline rates and explained the billing to the customer on 09/21/There were payments made on the non lifeline ratesThe customer recently made a payment for the full past due amount but has been disconnectedThe customer is free to transfer to transfer her lifeline services to our company since it has been over days with the other providerWe can reconnect once we get new documentation showing the customer still receives assistance
Initial Business Response /* (1000, 5, 2015/08/17) */
We've reviewed the customers information I called the contact number listed on the customers account to follow up with the customer's requestWe've agreed to waive the reconnect fee and I've placed a reconnect on the accountI'm waiting on the
customer's response but the customer's dial tone will be restored by pm today 08/I will be happy to assist the customer for satisfaction
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has treated me very unfair, I have paid more than the monthly bill every month and they want to force me to continue service with them to be continuously treated as if I do not matter, they ignored my pleas for help, they transferred me around, one person said this, another person said that and they kept telling me, they would not turn the phone on until I paid the reconnect feeI told them I did not want the phone back on but I wanted a refund of $since I am prepaying the service and I prepaid for the month of August when my service was turned offI would like to have my $which was prepaid for the phone serviceI would like to contact the State Attorney General to look into this company's tax records, they have extra funds paid by me, that never shows up as a credit on my monthly billI have more than paid my billDue to this company's mistreatment of me, as a senior citzen, I do not deserve thisI don't see how they can force me to be a paying customer, they will continue to mistreat mePlease advise me on how to contact the State Attorney General office to see if I can be refunded my $and look into all of my payments made with this company to see all of my overpayments.This company needs to be audited, I don't what else to do, some people have told me to contact a News Channel to let other people know this can happen to them tooI just want my $back from this company and I have asked them for it too
Final Business Response /* (4000, 9, 2015/09/01) */
We've disconnected the account per the customer's request and issue a check in the amount of $the check will be sent to the customers billing address listed on the account via USPS on 09/04/I've been unable to contact the customerBased on this complaint We've disconnected the account and we are sending a check
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for helping me to get the refund, it's all I've wanted after the service I had receivedThe company will not admit to any wrong doing and they want me to continue to get phone service from them and be treated unfairly at the same timeThe company never kept their end of the agreement as listed on their monthly statements
I will let you know if I receive my check for $in the following weeks
Thanks again
Initial Business Response /* (1000, 5, 2015/12/17) */
AT&T confirmed dial tone was restored on 12/08/2015 I reached out to the customer several times but got no answer. I also reached out to the contact number listed on the customers account and a family member answered and confirmed the customers...
dial tone has been restored and they have spoken with the customer today. Gave a credit for time without service and closed the repair ticket.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/22) */
The customer has had an open repair for a jack replacement. The customer had dial tone at the box but our inside technician would have to repair the jack. The customer was disconnected for not complying with recertification requirements. We...
received his lifeline form but we don't have proof he still receives assistance to qualify for the lifeline services We've notified all of our customer's for months via mail and phone advising of the recertification requirements. Once proof is provided we can reconnect the services and proceed with inside technician commit.
Initial Business Response /* (1000, 5, 2015/07/20) */
In regards to the taxes the customer has to pay. This customer is a non lifeline customer all taxes apply according to the Missouri state and city tax website. Each charge listed on the customer's billing is in regards to the taxes all Missouri...
non lifeline customer's pay on a monthly basis. We receive a tax charge on our billing every month we don't pass that charge down to our customers. We apologize for any misunderstanding. The customer's tax amount has been the same for several months. The billing has changed based on any monthly charges added for ex. Directory assistance is $0.49 cents per call. I will be happy to explain the billing in more detail to the customer if needed.