My Nonprofit Reviews

I had an "irritating issue" with Direct TV/AT&T and had several distressing customer service phone calls which did not resolve my problem. I decided it was past time to cut ties and cancel the service, which I did. 10 & 12 days after cancelling, AT&T sent 2 separate boxes to return their equipment with the warning that I would be charged for not returning their equipment.
I sent both boxes off after receiving them and used the Post Office receipt to check that they had been delivered to AT&T. About 2 weeks later, I received an e-mail telling me that the credit I had on the account due to canceling the service was gone and an additional charge of $180.00 had been placed on my card because I did not return the equipment. I cannot prove what I don't have!
Using the list of executives on Mr. Elliott's website and following his posted instruction (from all of his newspaper columns) I wrote a three paragraph e-mail to the person listed for AT&T. It was a brief and POLITE description of what the issue started as, what the current issue was and what I wished to have done about it. I included my name, service address, account number, email address and phone number. I received a call from AT&T within 6 hours of sending the email and assurances the issue would be resolved. The equipment had been returned but not credited into their system correctly by the receiver.
It was resolved. The charge to my credit card was reversed and I received a debit type card for the back credit owed. This was easy!
Thanks for publishing the many contacts you have! I know there are difficult situation which require your intervention, but in my case having the e-mail address available and clear instructions about how to proceed allowed me to settle my own issue!