FTW!!! The Story of our SHRINKING $3,000 AT&T Wireless Phone Bill

Thank you, AT&T.

Here's the first part of my story. Now read to the second part.

Blog traffic has been incredible over the past couple days, primarily people reading of my struggles with AT&T. Twitter Retweets (RT), Facebook Posts, DIGG, email, word was getting around. And feedback was coming in. People I had never heard of were commenting, tweeting, and emailing advice. "Check out this site." "Call this number." "Be sure to ask for this from AT&T"... It was great. But no word from AT&T. Until...

A little after lunch today I received an email today from someone with an AT&T email address, stating:

Can you please respond with your phone number or account number.  I would like to have someone  on my team take a look at it for you.

My initial thought was it was a scam. It's been less than 48 hours since I posted the original blog. No way would someone from AT&T contact me so quickly. The email address they contacted me through was the one I posted in my blog... someone probably is having fun at my expense.

I called the number in the email signature, and a gentleman answered saying he was from "The Office of the President" of AT&T Mobility. Still not sure what that means... They wanted my cell phone number to look into my account. They would address the issue and get back to me today.

Wow, what a change from the initial AT&T Customer Service report. They said it would take 2 weeks to get any response. Finally, things were looking up. We hung up with him saying I would hear from his office today.

Couple hours later, I got a call from an 800 number, and another person "from the Office of the President" said that they reviewed my account, and they were going to credit a large amount back onto my account (FTW!). How much they were not sure b/c they needed to calculate taxes, etc. I would be getting a call back later in the day with the corrected amount.

An hour later, the lady called back again, giving me the credit amount, and I now owe my normal amount plus 2 International Data Packages, plus random overages and phone calls Amy made when overseas. WIN! 

In a later post, I'll probably share what I learned from this experience. 

But for now, AT&T, thank you for listening, admitting you made a mistake, and correcting the problem. And for the nice people that work in the "Office of the President at AT&T Mobility", you may want to work on educating your employees before they do any more damage to your brand.

And to the MANY, MANY of you that retweeted my story, shared my story, emailed my story, commented my story, walled my story, dugg my story, or had anything to with the distribution of my story via 2.0 methodology, THANK YOU!

Sincerely, @jdreed

Comments

[Nate Hale]

This is what happened when I screamed at Bank Of America on twitter over my overdraft fees. I admitted to making the mistake but told them I'm not paying 8 $35 fees on $1.35 slurpee purchases and things similar.
Funny thing is..I was credited in less than 24 hours for all my fees and never even gave them my account or anything really.
Complaining out loud works...sometimes.

[Daniel]

So the moral of the story is if you're loud enough and have a big enough following on your complaints, they'll actually do something about it!

Wonder what happens to everyone else...

Glad to hear the drama is over for you, though.

[James]

Awesome! I work for AT&T, so I know how hard it is sometimes to get stuff done. Let's just say there are a lot of rules. BTW, the Office of the President is the Great High Muckety Muck of AT&T, and they can pretty much fix anything that goes wrong that a regular AT&T agent can't do. (And yes, most of the time it is "can't" not "won't") I'm so glad you got this resolved. I see too many not-so-happy endings.