My neighbor gets service and AT&T cancels my account!

Question

  Extraordinarily long story (15+ hours phone time). So, here's the quick version. ATT changed my service address at some point to my neighbors address. Billing address is of course correct as I had service at my address for years. Found this out the hard way. New neighbors move in, and order Uverse. ATT calls me and asks if it's OK that they get service? I say sure thats OK. (this is not unusual as I am a landlord and receive calls from different providers often) She didn't at any time say that she was preparing to cut my service off or ask for that freaking PASSWORD that when you call in must be given numerous times. If she asked for that , then it would've raised an eyebrow. (created suspicion) So, when my Internet quit working an hour after the call, I called ATT.... they have cancelled my account and  there's no way to turn it back on! They have to treat me as a new customer, new account and get a new receiver, new modem and wait for an installer. It took many hours of my time dealing with this fiasco and time from work. That, guess what ATT? I need to work to pay my bill! And whats just utterly ASTOUNDING: in one of my numerous phone calls to ATT the rep actually FELL ASLEEP AND WAS SNORING LOUDLY! After I asked if he was sleeping for the SECOND time (the first time he continued as nothing happened) he hung up on me and I had to start the AUTOMATED PHONE SYSTEM gauntlet once more! After I had mine working again,  ATT installed my neighbor's service and TURNED MINE OFF AGAIN! Which then caused me to enter into the dreaded  AUTOMATED PHONE SYSTEM  once more. I think I had a panic attack and banged my head on the ceiling but anyway I remember coming to while pressing my account number into my ATT cell phone. Finally it's back on in an hour or so. Now I think most of the problems are about over, I had to call to get another remote because when a key was depressed it caused it to be pressed numerous times.  After another bout with the automated phone system and several more people I was to receive another remote . The remote I received has the same problem, just not as bad. SO today, what prompted this forum post was I received my final bill from my previous account and simply wanted my credit balance moved to my current account. Nope that can't be done, has to mail me a check. What has happened to ATT and their customer service? This has got to be without doubt the worst experience I've had with any service provider ever!  Or, maybe there's a more sinister reason behind the need to change my equipment and account as well as of course my IP? I will never know? I'm really just overwhelmingly confused about this and why it even occurred the way it did. If moving were an option I would consider that to go to an alternate service provider. But alas, I am stuck. Bottom line: don't expect ATT contractors especially in other countries to give one rat poop whether you have service or not. The only thing they're concerned about is you paying your bill. But one thing's for sure, if you want "hi-speed" Internet and you live in certain areas you are stuck. And they know it! Come on AT&T, with the amount of money we pay you, can't you hire some(more) decent empolyees?Or at least some that will tell they are going to turn off/cancel your account, and most of all NOT FALL ASLEEP AND SNORE during a call?   

Answer 1

That is interesting, because I did have an account at the new address.  My issue is, if this is such a Holy rule, why would ATT be the one to tell me to break their own rules.  I told them from the worg Go, that this wouldtake several months before we were in the house.  I got billed and ATT people came out and everything.  So what you are saying is, even though I specifically told ATT that I sold the house and purchdased a new house, and that they said it had Uverse service and they told me to hold on to the equipment, even though they new it may be several months before I could get into the house, and they knew the terms of the agreement when they continued to rechedule the install, when they knew it could be several months, when they knew I didn't know that my account was being canceled, but didn't let me know, they knew all of that and still told me to hold on?  That is crazy!  Now, it's my fault for selling my house and trying to keep ATT, when I would have gladly canceled it then, except for the fact ATT told me not to!  So why would they continue keeping my old address on an account when I no longer lived there, and I was being billed at my new address, which they claim wasn't my address that I was still at the old address.  The fact that my equipment is locked up in a storage facility carries little weight, especially, when it's there because ATT told me to hang on to it.  I understand, about returning equipment if I cancel my account, but that make little sense when ATT cancels it because I moved, but they have this whole group of people that help you Transfer your account because they want to keep you as a customer, but then there is this other group whom cares little if you stay and cancels you because I sold my house?  Someone should get these two groups together and have a pow-wow.   Anyway, when I was just starting to think ATT had their act together, they once again, prove me wrong.  I would have gladly terminated my account and returned the equipment had I know this.  You see I was trying to be fair and keep my service with ATT and do things right and proper, but there is no Right and Proper with ATT.  Anyway, I guess they will do what they will do, but I will not unload a housefull of furnishings and personal items just to locate that equipment.  I'll be glad to return it when I do unload it, unless they have chatrged me for it.  Just send the bill to the address you have the service listed at and it will be taken care of.  Do not send it to the new address, becuase ATT doesn't recognize it.  Send the bill to the address you have canceled.  Comcast here I come!  ATT doesn't want me anymore.  I feel silly trying to verbalize this madness.  Very good ATT, I get it you dislike customers.