This is a guest post from Wifey®, please retweet, repost or share as much as you can.
I feel like the Who inside the puff-ball shouting to be heard by Horton the Elephant. Remember that story? Horton is the only one who can hear the Who – but no one believes him.
Father gave a majority of his life to AT&T (and Southern Bell prior to the merger) – over 31 years of faithful service. He was proud of that fact and was rewarded with a small pension and employee benefits.
Fast forward – Father died last year. Mother died 2 years prior.
Apparently AT&T thinks Mother owes premiums for her Medicare she received through Father’s benefits since his passing. It doesn’t seem to matter than they have been notified 4 times of her date of death and provided with a Death Certificate. Last week, another invoice for past due premiums came to my home. Again, I wrote “DECEASED” across the invoice and returned it inside their own return envelope.
On the flip side, Mother received a refund check for Father’s Medicare that was deducted from his retirement pay for the month in which he died. A check a dead woman could not cash. I mistakenly thought a simple phone call would correct the error and request the check be reissued to his beneficiaries.
AT&T Benefits Center is a funnel through which life insurance, medical insurance, pension benefits, retirement discounts, Medicare, and other options are passed to the retiree. However, the funnel only runs downward. The notification of an employee’s death process is a tangle of departments and subsidiary companies; none of whom talk to another.
Four phone calls – waiting on hold for hours, transferred to 3 different individuals in 3 different departments – I was finally directed to “Joe”. Joe assured me the record for Mother would be deleted and the record for Father would be updated to reflect the dates of both of their deaths. Joe also assured me the refund check would be reissued again.
It has been 8 months since the first check, payable to Mother, was issued and 5 months since the reissue, also payable to Mother. Today, 8 months later, a letter from AT&T Benefits Center arrived notifying Mother of a uncashed check. I can assure you again that a dead woman cannot cash that check.
I am tired of this fight. I am frustrated with the incompetency and the insensitivity of the customer service representatives employed with AT&T Benefits Center.
Editors note: I have reached out to AT&T through both Twitter and Facebook, with no response. I can only assume that their social media accounts are “one-way” only and used solely for propaganda. It is truly a shame that a company as structured as AT&T would not have someone monitoring their own social networks. I would like to think that the representatives Wifey® spoke to are only limited in the scope of what they can accomplish and are not incompetent, lazy or downright uncaring. But it looks otherwise, and AT&T just doesn’t give a rats ass.