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Post by alsomsknit on Jul 19, 2018 23:08:25 GMT
Good grief! I am so sorry they are heaping injury on tragedy.
From all the experiences, I will be avoiding them if they are ever in our area.
I hope the rebuild and move in goes smoothly for you. You really need a break.
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Post by papercrafteradvocate on Jul 19, 2018 23:56:20 GMT
Take to social media! Local news and att.
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freebird
Drama Llama
'cause I'm free as a bird now
Posts: 6,927
Jun 25, 2014 20:06:48 GMT
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Post by freebird on Jul 20, 2018 0:12:36 GMT
Blow them up on social media, share your links here so we can share and retweet. They look like complete assholes, because they ARE.
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Post by christine58 on Jul 20, 2018 1:11:25 GMT
I am shaking angry. We lost everything in a fire in August. For some reason we didn't cancel the ATT lines and internet that I used in my home office. I paid $122 a month for 10 months when I had no service. I finally cancelled the account and now they want me to ship the equipment back or I will be charged $150. They said since I had insurance I had to pay the amount in full. This is for a 7 year old router that they would probably toss in the trash. 45 minutes on the phone with people that said, sorry pay up. Please check your insurance coverage. I guarantee you do not have enough coverage. Check how much rebuild coverage you have. Then check what it costs per square foot to build in your area. Again you probably do not have enough coverage. Trying to rebuild your life after this is the worse thing imaginable. I'm not being overly dramatic when I say I'm sorry I woke up in the fire. I spent months wishing I never woke up. I would never harm myself and we are in therapy but it would have been easier to not survive. Of course I would have hated that for my children but really this is unimaginable. So, ATT a corporation, must have $150 from me in order to survive. Corporations are not people, contrary to Supreme Court opinions. There is not an ounce of compassion there. I'm sorry for this rant but this has been the most humiliating and isolating experience of my life. I never thought I would start my 60's like this. We finished paying off the kids college loans the month of the fire. Life was suppose to be good now. As of September 8 our rental lease is up. The rebuild is probably 8 to 10 weeks out. I'm well educated, have a well employed husband and had good insurance. I don't know how people do it who don't have those things. I'm not ungrateful, I'm just whipped worn and weary. I should delete this but I hate ATT. I would BLAST them on social media. You shouldn't feel humiliated because you had a fire. Where is that coming from? Life will be good maybe better....take advantage of all the therapy possible.
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Peal
Pearl Clutcher
Posts: 2,524
Jun 25, 2014 22:45:40 GMT
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Post by Peal on Jul 20, 2018 1:23:00 GMT
Sorry you are having all these problems. Could you not buy a second hand router at a charity shop and ship that to them? I'm not sure how it works there but I would try to do that. But burn it first, until it has melted into an unrecognizable clump. I'm so sorry you are dealing with this. Some companies don't understand that not everything is black and white.
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Post by mygigiscraps on Jul 20, 2018 1:28:12 GMT
That really is crappy of them. I'm sorry you are having to deal with this on top of everything else.
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basketdiva
Pearl Clutcher
Posts: 3,622
Jun 26, 2014 11:45:09 GMT
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Post by basketdiva on Jul 20, 2018 1:35:51 GMT
I would be tempted to box up a box of ashes and random burnt stuff (from any source ) and ship it back to them as requested. Because I am spiteful like that when I hear stories like this. Don’t forget to add a news clipping about the fire , if there was one or a photo of your fire damaged home.
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Post by crazy4scraps on Jul 20, 2018 2:02:39 GMT
I’m so sorry this has been your experience. You deserve a break and I really hope you get one. Hugs!
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Post by scrapmaven on Jul 20, 2018 2:35:44 GMT
My first thought was to see if your insurance company could help as well, or your local news station. But I understand feeling too worn down to attempt either of those ideas, too. hugs to you! I'm so very sorry you are going through this. I hope that ATT&T knows that this is not the way to handle a customer's tragic loss. ITA w/ melanell about going to your local news station and going as public as you can about this. I'm so sorry that you have to add this to your trauma.
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moodyblue
Drama Llama
Posts: 6,183
Location: Western Illinois
Site Supporter
Jun 26, 2014 21:07:23 GMT
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Post by moodyblue on Jul 20, 2018 2:38:36 GMT
When my husband-to-be moved out of his apartment before we got married, he had trouble getting AT & T to stop billing him for his old home phone line/number - that they had already reassigned to someone else. Every time he thought he'd gotten his name off of it, he got another bill.
I went online, tracked down an annual report from the company and found the name AND office phone number of the head of the company - and he called that number. Interestingly, there is someone whose job it is to handle problems that make it all the way to the top dog - and she got it fixed for good.
That was 20 years ago. Now, I'd probably post on social media and see what happens.
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Mary Kay Lady
Pearl Clutcher
PeaNut 367,913 Refupea number 1,638
Posts: 3,076
Jun 27, 2014 4:11:36 GMT
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Post by Mary Kay Lady on Jul 20, 2018 3:01:06 GMT
I am shaking angry. We lost everything in a fire in August. For some reason we didn't cancel the ATT lines and internet that I used in my home office. I paid $122 a month for 10 months when I had no service. I finally cancelled the account and now they want me to ship the equipment back or I will be charged $150. They said since I had insurance I had to pay the amount in full. This is for a 7 year old router that they would probably toss in the trash. 45 minutes on the phone with people that said, sorry pay up. Please check your insurance coverage. I guarantee you do not have enough coverage. Check how much rebuild coverage you have. Then check what it costs per square foot to build in your area. Again you probably do not have enough coverage. Trying to rebuild your life after this is the worse thing imaginable. I'm not being overly dramatic when I say I'm sorry I woke up in the fire. I spent months wishing I never woke up. I would never harm myself and we are in therapy but it would have been easier to not survive. Of course I would have hated that for my children but really this is unimaginable. So, ATT a corporation, must have $150 from me in order to survive. Corporations are not people, contrary to Supreme Court opinions. There is not an ounce of compassion there. I'm sorry for this rant but this has been the most humiliating and isolating experience of my life. I never thought I would start my 60's like this. We finished paying off the kids college loans the month of the fire. Life was suppose to be good now. As of September 8 our rental lease is up. The rebuild is probably 8 to 10 weeks out. I'm well educated, have a well employed husband and had good insurance. I don't know how people do it who don't have those things. I'm not ungrateful, I'm just whipped worn and weary. I should delete this but I hate ATT. I am so sorry that you're having to deal with this situation. I had a house fire in 1994 that destroyed everything I owned. It took 6 months to rebuild and I nearly had a nervous breakdown in the process from the stress of dealing with it. I completely understand your pain and frustration. I understand that you hate AT & T. It sounds like they're being complete douche bags about this. Can you call them back and go up the chain of command to see if someone would be willing to waive the fee? You are absolutely correct in saying that most people are underinsured. They are. Period. We completely maxed out all aspects of our homeowners policy. It would have been less expensive for Allstate if they'd bought our burned out house from us, written a check for us and let us start over. They wouldn't so I got to fight with contractors and claims adjusters for 6 moths. Be kind to yourself through this process. One thing I would do differently if I had to do it over again, is that I would commit to an exercise class to help manage the stress. ((((((HUGS)))))) to you.
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Post by librarylady on Jul 20, 2018 3:12:58 GMT
I had a long time problem with ATT and my email account.
I finally wrote to the CEO (start at the top). Believe it or not--he had someone call me that very week.
I am sorry you even have to deal with this type mishandling of the situation.
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Post by manda on Jul 20, 2018 6:21:54 GMT
I'm so sorry you lost your home. House fires are devastating and traumatic. Then you have to deal with insurance, sometimes fighting every step of the way just to get back part of what you thought you were covered for. As for AT&T... before you blow up social media (which I'm not a fan of), please try contacting their executive customer care number first. Here is their information: Executive Customer Care Contact If you've contacted Customer Service and require additional support, click here to contact Jody Garcia, Vice President - Premium Care. www.att.com/gen/investor-relations?pid=27794I had an issue with one of the cell phone companies years ago (in fact, maybe it was AT&T) that I couldn't seem to reach resolution on over several weeks. Once I emailed their Chief Officer over that division, my issue was resolved and money refunded within just hours. What I have found is best is to send a simple and neutral (no emotion or pointing fingers!) communication with backup documentation with these types of emails. The executive level customer care center will resolve this for you; hopefully with a refund or credit. Perhaps even for some of what you were paying when not using their services. The link above is a form to fill out with character limits but it goes to Jody Garcia who is to handle high level complaints: Jody Garcia Premium (Customer) Care – TV & Internet 208 S. Akard Street Dallas, TX 75202 jg192d@att.com Mailing address for their Board of Directors: Office of the Secretary of AT&T Inc. 208 S. Akard Street, Suite 2954 Dallas, Texas 75202 Link with helpful suggestions on how to handle your complaint so that you get results: www.elliott.org/frequently-asked-questions-about-resolving-a-consumer-dispute/
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Post by Spongemom Scrappants on Jul 20, 2018 11:25:58 GMT
The devastation that a house fire causes in your life is overwhelming. An incident like this ridiculous demand by AT&T can be just the straw that breaks the camel's back in your ability to hang on and deal with tragedy. It is understandable that you feel like you do. But, you will get through this and become stronger by having dealt with it all. In the meantime, yes, the waves of emotion can just swamp you under at times. It's trite advice, but... hang in there. You can and will get to the other side of this. And shout out to manda for excellent advice combined with the exact information you need to follow through on it. This place never ceases to amaze me with the breadth of knowledge among its members.
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Post by Really Red on Jul 20, 2018 12:05:14 GMT
I hate AT&T for you, too.
I know you are probably weary, but I would call up and ask for this situation to be escalated. I promise you that NO ONE likes escalations. ONLY talk to escalations unless the person underneath waives the amount. Be calm, tell them you paid for 10 mos of service ($1,220!!) you did not get and that's on you, but say the cost of a [router?] isn't $150 and you would like that charge waived, please. You have had a hard time with the fire and you'd like to use AT&T again when you get your home back.
Sometimes there's a straw and this might be your straw. The thing with straws is that when you win, it helps with all the other straws. After my mom's death the IRS charged her something like $25 because they said she didn't do one thing or another. My brothers and sisters said they'd pay it 10 times over if I didn't fuss, but that was my straw. The VERY last thing my mother said to me was "please make sure the taxes were paid." It stressed her to no end. Then to have the IRS charge me, was just OTT. I wrote them a letter that took way more of my time than $25 and I got the fee waived. From the IRS!! I know it was tiny and insignificant in the scheme of my mother's loss, but it felt SO GOOD.
You need to feel good and win on this one. You can do it!!!
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Post by sean&marysmommy on Jul 20, 2018 14:33:39 GMT
Sending hugs...hang in there until things start looking up. It doesn't feel like it now, but someday and probably sooner rather than later, you'll be glad you woke up in the middle of the fire. You're in my thoughts!
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lesmcf
Full Member
Posts: 221
Jul 10, 2014 0:50:47 GMT
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Post by lesmcf on Jul 21, 2018 2:27:24 GMT
Thanks for all your kind words of support and suggestions.
I don’t do social media so I would not do that route but I will send a letter to the ATT woman in Dallas and see if there is a compassion exception in a situation like this.
We maxed out our insurance so there is nothing left for coverage of possessions. The coverage didn’t cover all we lost. Technically we received coverage for the equipment but the reality is, we can never replace everything we lost with the money we received. Obviously I can pay the amount but it leaves such a bad taste since the equipment would have been tossed had it been returned.
Thank you for letting me whine and moan. That’s a lot to ask of others and you were generous with your time and thoughts.
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Post by SockMonkey on Jul 21, 2018 3:14:35 GMT
If you have a Twitter account I’d draaaaag them. It works.
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Post by myshelly on Jul 21, 2018 3:34:23 GMT
I’m so sorry.
I wish I could remember which pea it was who argued with me when I said my friend lost everything in a house fire and it was a huge financial burden. She kept insisting no one would ever be put anything out of pocket.
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Post by karinms on Jul 21, 2018 5:04:21 GMT
I hate to say it but I work for a telecom company in Canada and we would tell you to talk to your insurance co. A modem, receiver, router, whatever is just like a car but smaller. You wouldn’t tell the bank who your car loan is with that it burned and expect them to write it off. That’s why you had house insurance.
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Post by anniefb on Jul 21, 2018 5:54:19 GMT
I'm so sorry to hear you have had to deal with such a lack of understanding after such a traumatic event. I would definitely contact the other customer care person and see if she is able to help in any way. Hugs.
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