AT & T Case Summary

Decent Essays
Article Title: AT&T Retention Practices Blasted by Longtime Employee

Link: http://www.rcrwireless.com/20150914/carriers/whistleblower-calls-out-att-for-unethical-retention-practices-tag20

Summary: AT&T, an American Telecommunication Company, is under fire for a practicing unethical retention practices. In this article, a long time employee of 17 years called the company out for their retention methods. The company set up a system for the employee to get pinned on for all customers that they lose. Customer Representatives are constantly under pressure to meet their new quota. With these circumstances, the whistleblower stated that, “The only way to meet these numbers is to be a liar or a sleaze” (Jackson, 2015).

AT&T had a major issues
…show more content…
FTC has filed suit against the company for their practices and policies. In the article, the whistleblower mentioned ATT encourages their employees to not give out their names during calls with the customers so it would be hard for the customer to find accountability. As a customer, it is absolute frustrating to be on the call with a rep and then find out they didn’t take your charges off as they stated. The customer is also trapped to continue to use the ATT due to their phone contract. It is legal for the ATT to sign customers on contracts, however, the customer shouldn’t be trapped in a contract with bad service. The customer has to pay hundreds of dollars to get out of it. The customer is basically forced in all sorts of ways to continue to use ATT. It is also unethical for ATT employees to lie in order to keep their jobs. It is definitely not the right way to do business as a corporate company. Therefore, ATT should be regulated more …show more content…
ATT is not the only company that has been under suit for “cramming”. Verizon, Sprint and T-Mobile also paid the FTC billions of dollars for “cramming” the last ten years (“Cramming”). If everyone is practicing it in the industry, then there needs to be a much strong regulation of telecommunication companies.

References:
"Cramming - Unauthorized Charges on Your Phone Bill." Federal Communication Commission. N.p., 14 Sept. 2015. Web. 15 Sept. 2015. https://www.fcc.gov/guides/cramming-unauthorized-misleading-or-deceptive-charges-placed-your-telephone-bill (accessed September 15, 2015)

Jackson, Joey. "AT&T Retention Practices Blasted by Longtime Employee." RCRWirelessNews. N.P., 14 Sept. 2015. Web. http://www.rcrwireless.com/20150914/carriers/whistleblower-calls-out-att-for-unethical-retention-practices-tag20 (accessed September 15, 2015)

Robertson, Adi. "AT&T to Pay $105 million for 'Cramming' Extra Charges into Customer Bills." The Verge. N.p., n.d. Web. 13 Sept. 2015. http://www.theverge.com/2014/10/8/6946431/at-t-to-pay-105-million-for-cramming-extra-charges-into-customer-bills (accessed September 15,

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