Delivering a valuable customer experience is a top priority for AT&T and we regret that these matters weren’t handled to the customer’s satisfaction the first time around. We have since resolved matters by crediting the School on Wheels’ wireless account in the amount of $2,719.28 and have also recalled the outstanding balance from the collection agency.

Upon review of the School on Wheels’ account, a total of seven wireless phone numbers were suspended on September 19, 2008 per the customer’s request due to the devices being reported as stolen.

At that time, there may have been some miscommunication about suspending the account opposed to the complete cancellation of service. Our service representative may have misunderstood the customer’s request to cancel the wireless services outright, as our notes indicate a request for a suspension of the account.

We have a great, long-standing relationship with the School on Wheels. AT&T awarded their organization with a technology grant in 2007 through the AT&T Foundation. It’s extremely unfortunate that their property was stolen.

An AT&T representative has reached out to the customer to explain this and provided a direct contact line in the event they have additional questions. The customer is completely satisfied with the resolution.