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  • When we moved to Willoughby last year, I signed up with AT&T U-verse and DIRECTV. The only reason I am still an AT&T customer is LATEIKA SMITH at the Mentor Avenue store. She is patient, intelligent, persistent, and polite; in other words she is the perfect customer service representative in an age when customer service is becoming less and less civilized. Realizing that we only watched a couple of stations, plus football, out of the hundreds of stations available, we asked ourselves, "Is this really worth $150 per month?" "No." So my wife called and cancelled the DIRECTV portion of our service. She scheduled termination so that we could at least watch the OSU - Virginia Tech game. Out of capriciousness or vindictiveness, they dropped our service 24 hours before they were supposed to. And that was when the nightmare began. I had made the horrible mistake of allowing them into our account to withdraw our monthly payment. DIRECTV cancelled our service but continued to extort money from our account. My wife made several calls to get the mess straightened out, but DIRECTV refused to listen to her. They talked over her, ignored her explanation of THEIR MISTAKE (or attempted thievery), and reduced her to total frustration. Interestingly a colleague at the Cleveland Clinic said her husband had exactly the same telephone experience with DIRECTV. Because of my wife's time limitations, I decided to go to the AT&T store myself to resolve our issues. My plan was to get my bill straightened out and then drop AT&T , too, for not having the good sense to get rid of their relationship with DIRECTV. Lateika Smith (and only Lateika Smith) completely changed my mind. So I am, at least for now, a very happy AT&T customer. Thank you again, Lateika, for the fine work that you do. You have a great career ahead of you.
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