Two Hundred Fortieth Entry

July 20, 2004



AT&T Wireless
P.O. Box 68055
Anaheim Hills, CA 92817-8055

To Whom It May Concern:

I am writing this letter to express my extreme dissatisfaction with AT&T Wireless.

I used to be an AT&T Wireless customer. In fact, until yesterday, I was a satisfied AT&T Wireless customer. But, as a result of a serious miscommunication by one of your Customer Care Representatives, I decided to cancel my wireless account with AT&T Wireless.

About a month and a half ago, I called you to learn about international calling rates. I was going to Portugal and wanted to know how much it would cost to use my cell phone over there. I was (mis)informed that if I paid an additional $3.99 a month, it would only cost $0.99 a minute to place calls on my AT&T Wireless cell phone. Knowing that I would be using my cell phone a lot in Portugal, I signed up for the $0.99 a minute/$3.99 a month international plan.

A couple of weeks ago, I received my statement and noticed that I was charged $1.29 a minute for calls I thought would cost $0.99 a minute. I called Customer Care yesterday to discuss the apparent overcharging and was frustrated that the representative couldn’t and wouldn’t do anything. She explained and insisted that the offer I had agreed to reduced the per minute charge to $1.29, and not to $0.99. I could not understand how one Customer Care Representative, a month and a half ago, could quote me one rate and another Customer Care Representative tell me that the rate was, in fact, higher. I thought, “if AT&T Wireless Customer Care Representatives don’t even quote the same rates, how can I expect to be treated well and fairly as a customer?” I decided, on the spot, to cancel my wireless service.

I am not asking that you credit my account the $84.60 that I was overcharged. I can’t ask for that because my mistake in all this was failing to get the $0.99 a minute/$3.99 a month deal in writing. What I am asking is that a lot more care is taken when Customer Care Representatives are talking to customers about “Special Offers” and “Good Deals”. It can’t benefit me now, but it would most certainly help you satisfy your millions of customers.

Sincerely,



Phillip Toste
Former Wireless #: **********
Former Account #: **********

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