It’s been six days since I last jousted with AT&T, which was supposed to give me a credit on my telephone bill. Today my new bill arrived and, with it, a sinking feeling. The amount we owe does not reveal any credit. In fact, the amount we owe shows we are delinquent.
Do you think I would take this lying down? Hah! Instead, I immediately got on the horn to AT&T, told the automated voice that “I don’t speak to robots,” waited until Kenneth, a customer service representative, came on the line, and went through my diatribe one more time. Oh, if only it would be the last time.
Kenneth started his communication with me by proclaiming, “It’s a great day at AT&T. What can I do for you?” I responded by saying I was an irate customer – fair warning here – and that if he could something for me it would indeed be a great day
He apologized for previous slights, but that didn’t raise my confidence level. I’ve been down this road before. So over the next half hour I described for the umpteenth time how AT&T has taken my on-time payment and credited to an account that no longer exists, making my current account look past due.
Time passed. I was put on hold several times. Each time I wondered if I would get the equivalent of the “finger” in a disconnect. But no, Kenneth always returned and assured me he could fix things. I asked how he could do this when the previous three representatives I’ve spoken with could not. His reply? “That is a very good question.”
Not particularly a confidence builder. At the same time, I seem to be at the mercy of this behemoth. But they don’t know who they’re dealing with. Once I see the credit has been accurately applied, I’m going to call and ask what kind of additional credit I can get for the time I’ve spent pointing out AT&T’s error. It’s the victim speaking up . . .
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