My interactions with an AT&T Technician. I am thankful that I was home during this situation because that allowed me to intervene with this aggressive technician. My mother discovered that she was being charged for a non-existent line to the house, a line that was supposedly canceled and removed 15 years ago. It seems for 3-4 years AT&T has been charging her for this line. A service representative noticed the line and said that they could remove it. But, she said something about the internet being attached to this line. Thereby needing to send out a service technician to check the lines to ensure that the internet was attached to the correct line. Now understand this is how my mother understood what was told her. The day arrives for the technician to come.
The technician calls, his first statement, “I am on my way, what am I supposed to do?”. My mother is not a telecommunications expert and can only go by what the previous representative said. She says that he should have a work order. The technician says there is no work order, and begins lecturing her about her needing to be able to tell him what he needs to do in specific detail. To the best of her ability she says what she thinks needs to be done. She tells him that she doesn’t need the lecture. My mother ends the conversation, hangs up and begins calling the customer service to figure out why she is being treated rudely and what specifically this rude technician needs to do. She calls the first number, the person on the other end says she can’t help her and doesn’t know what the technician is supposed to do. She calls an alternate number for AT&T this progresses to her contacting 7-8 different representatives who are unable to help her. Around the 7th caller the technician arrives. My mother is, still on the phone. So, I answer the door to deal with this technician. He again asks what he is supposed to do. I give him as much detail as I know, he then proceeds to raise his voice and start lecturing me on how we need to know what needs to be done and how all the other customers he has serviced knew what he was supposed to do and that this is how AT&T does things. I get tired of the lecture and say “I don’t need the lecture. You are lecturing again.” He then claims that we are disrespectful and storms away saying he is leaving.
My mother is still on the phone dealing with the customer service and this technician has raised his voice and lectured me about how I am in the wrong and walked away. He in no way identified himself, or gave his name. This then escalates to him standing outside yelling and insulting me. My mother is disabled in a wheelchair, I am so happy that I was there and able to be between this aggressive man and her. I headed back towards the house to try and avoid confrontation. The technician follows me back towards the house. I stop before I arrive near the door to try to keep this out of control man away from my mother. He makes a statement to the effect “Are we going to do anything here today or not” I proceed to tell him the issue again. He tells me it is just a paperwork mistake and gives another lecture. I ignore the lecture just to try and get this nightmare over with.He says he has to get his ipad. So he goes back to his truck. I runinside to see if my mother has figured out why AT&T has sent such a rude and aggressive man. My mother is still trying to get the work order specifics. The technician arrives back at the door. When I open the door he places his foot on the threshold making it impossible for me to close the door if he gets aggressive again. From my perspective of trying to prevent this aggressive...