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Apple's Steve Jobs gets a lot of kudos for publishing his email address publicly (and occassionally responding to strangers). It's excusable if most corporate CEOs aren't ready for that, but today AT&T has demonstrated the flaws of the opposite approach.

A customer emailed AT&T CEO Randall Stephenson twice to ask for a phone eligibility upgrade. In response, he was threatened with a court order. Needless to say, AT&T no longer has that customer. But Stephenson is getting a lot more emails. And surprisingly, AT&T has yet to respond in a constructive way.

AT&T customer Giorgio Galante sent Randall Stephenson two simple emails over the course of two weeks. After the first went unanswered, he sent a second, outlining his eminent decision to leave the company. Galante wrote:

"In general I’ve not been the happiest AT&T customer (ahem…tethering was promised to be available in early 2009 and finally AT&T is getting around to offering it as an option.) You’re bumping your ETFs to $325 for new contracts as of 6/1. Not only do I spend $80 a month with you on the iPhone, but I also throw another $30/month at you with my iPad 3G.

Android is now becoming a compelling option, and Sprint is rolling out their 4G network. I’ve contacted your customer service department and they’ve stated there’s nothing they can do to change my new phone eligibility date. Fair enough – customer service reps rarely have the authority to make the right business decision.

If you want to keep my $110/month flowing, bump up my eligibility date. Otherwise I will go to Sprint and no longer require any of your services (3G iPad included since the HTC Evo is a hotspot for up to 8 devices.)"

That one got a response, from a member of AT&T's executive response team who left Galante a voicemail:

"I want to first thank you for the feedback. Going forward, we need to warn you. If you continue to send email to Randall Stevenson, a cease and desist letter may be sent to you."

Galante decided to leave AT&T. But he also sent the exchange to Engadget, and now AT&T is dealing with a lot more angry customers. Hundreds of people have commented on Engadget's post. Many of them claimed to have emailed Stephenson directly, hoping to flood his inbox. And almost 12,000 people have listened to the voicemail that AT&T left for Galante (which he posted on his blog).

AT&T already has a reputation for bad customer service. This week, the company's decision to do away with unlimited data plans riled more than a few techies. But this response is inexcusable. It's one thing if Stephenson didn't want to directly answer a customer's email. But at the least there should be someone at AT&T who could handle the task.

Reasonable complaints about service issues are not means for legal action. Perhaps a company like AT&T has grown so accustomed to complaints that it has become jaded about these issues. But that is a problem.

AT&T may not have wanted to deal with this customer's particular issues. But now they've encouraged even more people to be disgruntled. The fact that they have yet to apologize or even address the issue proves that they may not even learn anything from the entire affair.

Image: Engadget

Meghan Keane

Published 3 June, 2010 by Meghan Keane

Based in New York, Meghan Keane is US Editor of Econsultancy. You can follow her on Twitter: @keanesian.

721 more posts from this author

Comments (67)

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Mike McDonnell

I had an issue with my AT&T U-verse not working for days and service not showing up, so I spent time trying to contact AT&T corporate. It is definitely a secure facility with no way in to the top management. One of these days they will realize it is costing them customers and bad PR. In many ways they are still the old AT&T.

about 6 years ago

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havenja07

Reasonable complaints about service issues are not means for legal action. Perhaps a company like AT&T has grown so accustomed to complaints that it has become jaded about these issues. But that is a problem.

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about 6 years ago

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Jonathan Moody

I used to find that copying in senior execs (especially the marcomms ones) into e-mails dealing with issues unresolved with customer services usually helped to hasten a solution. This approach has worked with me for problems I have had with car hire, mobile phone and airport service providers. However, it could be that some big corps have wised up to this and choose instead to get heavy handed while portraying an image of openness and approachability.

about 6 years ago

Alex Howland

Alex Howland, Online Marketing Manager at Web Marketplace Solutions

It’s hard to believe this approach has been taken by AT&T given the rate a topic like this can spread virally. It is similarly hard to believe he would have the time to personally respond to an email of this nature so why not just have it forwarded onto a relevant colleague in the customer services department. I imagine he will be receiving quite a few more emails now after this little saga.

about 6 years ago

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Jane Doe

My little town has just a Walmart and a mom 'n pop AT&T outlet which can do NOTHING WHATSOEVER except take your money. I tried them again 8 yrs later after my first bad experience, and this one was even WORSE, if that's possible! Flooded me with total lies, misrepresentations, you name it. Me: Do you have this phone in stock that I can take home today? SalesLiar: Yes, we do! Me: [after renewing a 2-yr lock-in PLUS adding my son to give us a family plan] Where's my phone? Only Son's is in this bag. SalesLiar: We don't have those in stock. Check back with us every few days.

about 6 years ago

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ken

There is no way I would be a customer of AT&T ever again. There is no connection with common sense with this company. They offer a service and cannot deliver. Don't even waste a second of your time calling them. You will explain your issues over and over to no avail. The agents will explain your issues must be handled by another department and the transfers start. Yes, the customer service agents will offer you apologies and confirm the company policies make little sense. After the apologies some mailing about the service you wanted but they could not deliver on will begin again. I say the highly educated, over paid employees at the corporate offices are doing a fine job but this company will not get another penny from me.

about 6 years ago

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Horrible Service

I heard a rumor that Verizon will be getting the iPhone when the contract with AT&T ends and all I can say is YEA!!!!  When it was Cingular it was never this bad!! You call support and they tell you to be patient. Hey are you patient when I don't pay my bill every month??? How about you pay me a prorated amount for every call that I drop or call fail that I recieve?  The worse part is they always blame the iPhone for these issues but that's the phone that has made them the most money. Bad business.

almost 6 years ago

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Edward Davis

I have been a loyal AT&T customer (including the Cingular years) for over 8 years. Compared to all the services and public utilities I use, I spend the most time making complaints about my poor wireless service. I would rank their customer service as good, but I'd prefer not to have to use customer service at all. I'd love to see someone challenge AT&T claims that they have good wireless coverage. At the moment, I'm visiting in central NY and have NO SERVICE in an area their online map shows has "good" service. As a BlackBerry user, I'm infuriated that RIM has chosen to give AT&T an exclusive. When my contract expires in a few months, this loyal customer and BlackBerry lover is giving serious consideration to a Verizon Droid.

almost 6 years ago

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Joe Stack

Customer with both Verizon and AT&T. Verizon has generally good signal, but INACCURATE billing--huge mistakes! AT&T has accurate and easy billing but average signal. Welcome to Corporate America!

almost 6 years ago

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Cheryl DuRossette

I am complaining about a customer service rep for at&t, his name is Eric and he outright lied to me about services. I am going to file a complaint against him the also contact the better business bureu over the issue. BE CAREFULL WHEN YOU TALK TO THE REPS ON THE PHONE!!!!!!!

almost 6 years ago

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debbie

This is unbelievable!  I emailed Mr. Stephenson about an issue I'm having with dropped calls.  I've been told it won't improve, I need a microcell for $150, they won't compensate even though I've had service for YEARS and worked for them for 12 years!

Did I mention my bill is at least $230 a month? Anyway within 30 minutes of sending the email I got a call from his office.  They are looking into the situation and will get back to me.

Thanks for posting the info!  

almost 6 years ago

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ball

 I have seen visit this blog,it has information about the customer service.AT&T already has a reputation for bad customer service.

auto glass in portland 

almost 6 years ago

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Romy

I have been also a loyal AT&T customer, but recent changes to data plan pushed me to look for alternative. I am out as soon as Verizon gets iPhone

almost 6 years ago

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Sara Fernandez

On August 12009 I phoned AT&T, advised that I was moving from Pompano Beach Florida to Boca Raton, Florida.  I provided my new address in Boca Raton and asked to have my telephone line and my Fast Speed DSL service transferred to my new address. Answers were provided to my specific questions and  I was told that I would have phone service and Fast Speed DSL service at my new address on August 5.  I was told that my new phone number in Boca Raton would be 561-392-1602.   The representative tried to persuade me to purchase other services and products being sold by AT&T and I thanked her and responded that all I wanted was what I already had…. A telephone landline and Fast Speed DSL.  Nothing else.

I knew and I informed A T & T that the Comcast  TV cable service would be included in my lease at the new Boca Raton address.   I could have chosen to close my account with AT&T and simply added to Comcast cable the fast speed internet service and phone service. However, instead I chose to transfer my A T & T service based on the information provided to me by A T & T on the phone.

On August 5 my phone and DSL was not connected as promised by the AT&T service representative who I spoke to for over an hour on August 1.  On the evening of August 5, using my T-Mobile cellular phone, I called AT&T to complain, and was told that there was no record of my order nor my having called nor conversed with anyone at A T & T. I was also informed that the 561-392-1602 AND my previous phone in Pompano of 954-979-8109 were BOTH in name of someone else.  I was told several times that these numbers were NOT in my name.  Due to my disbelief and my insistance, I was finally told that these numbers were in the name of someone by the name of Robin (I think it was Robin Moore).  I was told that I would have to call the Sales Department as they (the sales dept) had committed an error.  I was told that the Sales Dept was now closed and I would have to call them the following day.  The lady I spoke to was extremely rude to me.  I was extremely offended by the way I was treated!

On the following morning of August 6, I went into my office early to use a landline phone and I spent ONE HOUR AND 24 MINUTES talking to “Nicole” in the Sales Department.  During this hour and 24 minutes she continually placed me on hold and kept coming back every 10 minutes or so to tell me that she was speaking to her supervisor and that all the confusion and errors were being straightened out and that I would have my service installed the following day, August 7.  Nicole was very very apologetic in how she verbally acknowledged that many errors had been committed by A T & T.  However, as you will now read, the fact that she was nice during the 84 minutes I was on the phone is totally without any value at all - as all of her nice assurances -  and all of her nice promises -stating that she had indeed solved the problems were nothing but total and complete HOGWASH!

  When I arrived home on the evening of On August 7, what I found was that my service was not installed as promised by Nicole.  On the following morning of August 8, I called againto complain and was told that there was absolutely no record of my LONG 84 minute conversation with Nicole and that there was no order anywhere for transfer of my phone and DSL service and that the earliest AT&T could install my service would be August 12 by 5:00 PM in the afternoon.   This new and latest  verbal telephone version of what AT&T could provide – was also delivered with extreme rudeness! 

 On August 12, I left work early as I received a call from “Bobby” who told me he had been working on the line outdoors for 2 hours and had concluded that there might be an issue with the line inside the townhouse and he needed to get inside.  Bobby was extremely well mannered and a very professional and very respectful and very considerate person.  I left work early and I arrived home at 4:15 PM and let Bobby inside the townhouse and he proceeded to continue the work on the line inside and outside.

At 5:00 PM Bobby informed me that my line was connected and functional.  The line was 561-392-1602 (the same number I had been given by the Sales Department on August 1 and also the same number that Nicole had confirmed on August 6.)  Bobby used one of the tools he carries to confirm with an audio feedback that the number which was functional was indeed 561-392-1602.  Needless to write, I was VERY RELIEVED  THAT I FINALLY HAD A LANDLINE.

Just as he was getting ready to leave, Bobby suggested that I call the AT&T DSL department before he left,  as Bobby said to me that he was surprised and a bit concerned that he had not been given an order to install my DSL.  I called DSL as Bobby suggested while Bobby was still standing next to me and I spoke to Tyrus who proceeded to inform me that “there are errors on the number 561-392-1602”.  I asked Tyrus what this meant and he said that when he entered this number in the system it populates that the number has errors – although it does not specify what precisely those errors are.  Bottom line was that Tyrus said if I also wanted DSL service,  he would have to issue another NEW AND DIFFERENT NUMBER - as the number I was given – and the number that Bobby installed was not available.  I told Bobby what Tyrus was saying and in complete disbelief and confusion Bobby said he could not believe what he was hearing.  He asked me if he could please speak to Tyrus for a moment and I handed him the phone.

Bobby got on the phone with Tyrus and he told Tyrus he had been listening to my side of my conversation with Tyrus and did not understand what the heck was going on.  Tyrus repeated the same thing to Bobby and then Bobby gave me back the phone and he proceeded to check the line once again with the tool that provides an audio feedback and this time we both heard a new and different number, thus realizing that Tyrus had gone ahead and had already changed the number from 561-392-1602 to a different number of 561-368-8084.  

Tyrus then proceeded to tell me that since he changed the number at approximately 5:45 PM, I should wait about an hour before calling DSL Support to ask them to expedite the DSL connection.  I told Bobby what Tyrus had just said for me to do and again in disbelief Bobby said he had never heard of such a thing and that he had no rational explanation for any of this.  Bobby explained to me that he had an order to provide “repair service to  561-392-1602 and that was exactly what he had done. Before he left my home Bobby called in to report to his Supervisor and he tried to explain the whole thing to his Supervisor and his Supervisor was also at a loss to explain what the heck was going on.  

Following the instructions given to me by Tyrus, I called DSL support at 7:00 PM and was on hold for over an hour.  Finally I spoke to a person by the name of Tanisha who told me that the 561-368-8084 number was in name of someone else and there was no phone number under the name of Sara Fernandez and also there was no order for DSL under my name.  I asked to speak to her Supervisor and she transferred me to David (who identified himself as a Supervisor) who proceeded to tell me exactly the same thing Tanisha had told me.  David spent quite a bit of time placing me on hold while he said he was doing research – just as Nicole had done on August 6 – and said he did find my previous Pompano Beach account at 954-979-8109 and that the Pompano account was STILL ACTIVE AND NO RECORD OF A REQUEST FOR TRANSFER APPEARED!  David said there was nothing he could do for me as this was an issue to be handled by the sales department and of course – the sales department was closed until tomorrow.   Here I was once again, in exactly the same place I was before speaking to Nicole on August 6.  Back and forth – back and forth – back and forth – like a tennis ball.   Not one single person that I spoke to employed by A T & T could explain to me what the heck was going on.  I did not speak to one single person employed by A T & T that was in any way capable of generating any kind of real solution.  Some of the people I spoke to (Nicole and David) – actually saying “I am sorry you are experiencing so many difficulties” and yet unable to provide any kind of a solution or rational reasonable explanation for all the incompetence, the inconvenience, the rudeness, the infinity of errors!

 

The following morning, August 13, I once again called the Sales Department from my office at 8:00 AM and spoke yet again to another sales agent who once again had me on hold back and forth for an hour and 20 minutes while she advised over and over that she was working on my problem.  I have always thought of my problems as those which I bring upon myself due to a personal and individual error in my own judgment.

This ridiculously long list of problems are AT&T problems, brought on by the incompetence of AT&T!

After a very long time on hold, the sales rep advised that my new (3 number issued) was now going to be 561-447-0731.  The sales rep said there was also and AGAIN an “error” with this number – but it was the kind of “ERROR” that could be easily “cleared up” by the IT department of AT&T.  She asked me to continue on hold while she communicated with the IT department.  She came back on the line and said that IT would clear it up in approximately 4 to 6 hours.  She said she would call me back as soon as she received a confirmation email from the IT Department.  When I got home, there was a message on my answering machine advising me that she received the email from the IT department and that the number had indeed been cleared and that I should have no problem when I called the DSL department.  I called the DSL department and was told “I’m not pulling up that number” and again “that number does not come up” and so forth.  The same exact situation.  I was told that “MY PROBLEM” could only be straightened out by the sales department and that they were now closed and that I would have to call them back tomorrow morning.  I hung up.

.   Here I was once again, in exactly the same AT&T HELL OF INCOMPETENCE I was before speaking to Nicole on August 6.  Back and forth – back and forth – back and forth – like a tennis ball.  No one knows what the heck is going on.  No one capable of generating any kind of solution.   FALSE PROMISES!  NO SOLUTIONS TO – YOUR PROBLEMS!

 

Just like a great number of professionals in the United States, I use my landline to participate in business telephone conferences.  I use my internet service to continue working in the evening when I arrive at home.  Being without a landline and without internet is not only a personal inconvenience – it is a GREAT PROFESSIONAL INCONVENIENCE.

This infinite series of futile and time consuming phone calls continued while AT&T employees continued to issue even more telephone numbers.  The AT&T employees continued to apologize in android-like voices and continued to assure me that this nightmarish incompetence would end and I would indeed have DSL and a telephonic landline.   This was actually accomplished, only to discover that the DSL speed I purchased and utilized in my previous address was not AS PROMISED BY AT&T available at the Boca Raton address.  Had the sales department at AT&T been forthright and honest from the very beginning, I would have thanked them and gone with Comcast thus avoiding the personal and professional inconvenience and aggravation.

AT&T also mailed me a set of telephones that I did not need, do not need, did not order and of course refuse to pay for.  When I opened the box and viewed the telephones, I called the sale department immediately to complain.  I was told that they were, again, very sorry for THEIR LATEST ERROR and I was now FACED WITH THE BURDEN AND THE RESPONSIBILITY for correcting THE LATEST AT & T ERROR.  I was told that it was MY RESPONSIBILITY to contact UPS and mail the phones back to AT&T.  I told the sales representative that it was their error and they were responsible for having UPS pick up the phones.  I instructed the sales representative to cancel the phone line and the slow DSL and hung up.

This nightmare was followed by an experience as to how things SHOULD BE.  I proceded to call Comcast and in a few short minutes, I ordered Comcast to add the fast speed DSL and a phone line to my existing free cable service.  Two days later (less than 48 hours) Comcast delivered both exactly as promised.    Effortless high quality customer service.

To write that I am unhappy, disappointed and furious, does not even come remotely close to expressing what I think of AT&T and what I feel when I think of the great loss of my time and the great inconvenience caused to my personal and professional life.  AT & T is completely responsible for my becoming an almost daily AT & T BASHER.  I take advantage of every single opportunity that presents itself to BASH AT& T - and I plan to continue doing so.

There are no words available in my vocabulary that would accurately describe the lousy lousy impression and the low low low opinion I have of AT&T!  I have never – in my 60 years of life in South Florida attempted to do business with any company that is as INCOMPETENT as AT&T.  Some of the people I spoke to were literally rude and offensive to me.  With the exception of Bobby, all of them made promises they did not keep. 

 My impression was consistently that I was dealing with a series of completely different and completely independent entities that required that the other entities contribute to the final outcome of a service  - and yet each entity DIDN’T HAVE A CLUE WHAT THE OTHER entity WAS DOING.  There was absolutely no cohesiveness, no communication, no teamwork between one division of AT&T and another.

I will NEVER recommend AT&T to anyone for personal or for business services.  On the contrary - as I wrote - I will continue to BASH AT & T and tell my story of how incompetent they are at every possible opportunity.

What I will do – is what my brother and my friends did with me before I made the gigantic error of not heeding their advice!  I will share my horrible experience – MY AT&T HORROR STORY – and I will say “don’t do business with those people – consider yourself forewarned!  – if you do business with AT&T - you will regret it!”

This is what I was told by others as they also have their own AT&T horror stories.   I am now being told “I told you so” from friends and family and realize I should have listened to them when they advised me to go with Comcast or some of my other available options! 

Almost everyone at work that knows of this incompetence has shared their own horror stories and told me that they do not use AT&T services because of their own negative experiences.   Fortunately for the consumers of telecommunications services – more and more options are becoming available every day.

AT&T is NO LONGER THE ONLY GAME IN TOWN!   It is indeed possible to have internet and phone service with other competing companies and not have to do business with AT&T at all!  It will take time, and with a steady increase of disgruntled customers AT&T will feel that slow trickle of loss over loss over loss - and eventually AT&T will no longer be the large and stable company that has the largest market share.

General Motors is almost history now and no one would have believed it was possible just a few short years ago.  GM did not place their customers first and it became the recipe for their demise.  AT&T will experience the same outcome.  The demise of AT&T will be no accident of nature.  AT&T will have earned it’s own demise.  It will not happen in one year or two years – but it will come.  I am certain of this!  Many will wonder why and how this could happen to AT&T.

I will not wonder.  I will know why!   Incompetence, lack of professionalism and non-existent customer service and a complete absence of business ethics.   It never fails.   It inevitably equals… THE END.

AT&T is consistently billing me for the above and I have of course refused to pay them.

AT &T has proceeded to refer the monies they claim I owe them to a collection agency.  AT & T has now added to the nightmare by ruining my credit. I would greatly welcome the opportunity to stand in a courtroom and explain why I refuse to pay their bill. 

almost 6 years ago

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lolo341

Saddly, my experience mirrors that of Sara Fernandez - see preceding post. Since she detailed her experience, I won't go so far into mine other than to say that I've been trying to get DSL in my new apartment for 2 months now. My first order was placed days before I even moved in, and I've yet to have one day of service. What I have had is long holds on the phone, orders that have supposedly needed to be cancelled and resubmitted and in a couple instances never been re-submitted; a bill for service I've never received but luckily even if I wanted to pay it, that account # is no longer active. (Although, how much you wanna make a bet I start hearing from bill collectors). At one point I was told I need to return the equipment THEY sent me because it's wrong; at another point I was told the serial number on the wireless gateway THEY sent was registered to another customer. I've been told there's no u-verse service in my building and that I have to get regular DSL; I've been told there's no regular DSL and I have to get u-verse. I've spoken to about 8 different people and nobody has "the authority" to send out a tech. If you wonder why someone in my shoes is putting up with it, It's because in my area there are no other options. It's ATT or Comcast and believe me Comcast is just as bad. The only consolation I have is that I'm not the only one. I was starting to feel like a jinx, but it ain't about me...

over 5 years ago

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Ralph

Not surprising in the least. Misrepresentations of monthly services, equipment, and over charges led us into canceling At&t services completely after being a thirty year customer. My experiences from end of September to December 12, 2010 have been horrendous in dealing with total incompetence. Story, after story, only to learn I am out much needed cash to liars..... Thank you At&t

over 5 years ago

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news flash

You may be interested in calling the executive office of AT&T for resolve. Speak with Mrs. Harder at Phone: (210) 821-4105 Mrs. Harder resolved my issues with AT&T in just minutes. Keep in mind a very nice lady but also very business. Straight forward FAIR and to the point. Hope it helps

over 5 years ago

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Danute

AT&T is too bid and too irresponsible: the reps instead of helping you,  throw your call like a hot potato in the cyber jungle....I was trying TO combine the services and PAY MY BILL  today, so the reps were sending me from one department to other for about 2 hours!!!!....needless to say I finally hang up...when my contract is up I will RUN from ATT!

Happy New Year!

over 5 years ago

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mamalle

Thanks for all the advice. I filed a complaint with the FCC after AT&T would not take off a charge for a tech to come out and fix my telephone line after the fact I switched to comcast. I tried customer service, wrote a letter and AT&T refused. I filed my complaint and while awaiting response was sent to collections from AT&T. I than filed a complaint with the Fla. Public Service Commision. That very day I received a message from the executive office. They called me back the other day and took the charge off. She apologized and I told her it should of never gotten this far. Thats when she said sometimes you have to take it all the way to the top to get things resolved.

over 5 years ago

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Lora

I can not find a survey to reply to for all the bull I went thru since
December 31, 2010.

 FIRST     CONACTED  PERSON BY THE NAME OF Cindy to have my home phone
disconnected and it was a nightmare.  Cindy kept  ignoring me and was trying
to male me take different packages and I told her several times all I want
is my home phone disconnected.  Then she asked me to give her a phone # she
could contact me back at.  There was a storm in this area and affected our
home phone.  This Cindy person kept telling me to contact 1-800-650-2865 on
Wednsday January 5, 2011 after 8pm.  Cindy even left notes and lies about it
as I handed the phone to my husband and said hello several times and Cindy
hung up on us.  She is a nd was a rude useless person and should lose her
job ASAP.   Ask Cindy to speak to her supervisor. She said his name is
Charlie.  Came back to the phone and said Charlie was not there.  I then
asked to speak to any supervisor and Cindy said there was none there
anymore.  this all started at 9:37 A on 12/31/2010.

My husband and I even took our phones up and had them checked to make sure
they were working and they were, but we could not call out.  If you called
our home phone it just would ring ring ring.

Then I contacted tech support Josh on 1/1/2011 and he tried to help me but
was not getting the computer up  He said too that the phone line had to work
in order for the DSL to work.  One person tells me you have to have a phone
line and the next says you do not.  Talk to his supervisor and that was not
going well either. Josh supervisor told me that the phone was disconnected
but yet on 1/6/2011 Brittany said it was not.

On 1/5/2011 talked to a Doug and told him what Cindy said about not calling
in until after 8 pm on 1/5/2011.  Doug said that is not right and went to my
house and said all should be a go and if not call tech support.  Doug said
no one is going to climb the poles that late at night.

Then I talked to 2 guys by the name of Richard and then Rudy and still did
not get anywhere with the computer and all the headaches and hours on the
telephone.  Told Richard on 1/5/2011 I was not paying for the internet or
phone bill as I had no service since the 30th of December 2010.  Richard
told me that I would receive a final bill and had to call in again for them
to give me any discount on the time lost of service.

Then on 1/6/2011 I called and talked to Britany.  This took forever and I
could tell in her voice she was not happy with me.   Had to change alot of
things.  Told me to take a survey and near the bottom was like a radio dial
where I could add my problems that I have had with this for the last several
days.

I have been a customer with AT&T for many years and for the last 1 to 2
years it is something almost every month with this service

Please let me know that you received this email and will make sure some
people lose their jobs and that I GET A REFUND FOR SERVICES I DID NOT
RECEIVE.

Thank you
Lora

over 5 years ago

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Fran

AT&T customer service is the worst I have ever encountered. During a recent problem with my DSL service due to AT&T's mistake I was lied to repeatedly, and like another commenter here was told twice that my new order was not in the system so it had to be re-submitted. I never understood why we had to have an order for new service when we have been AT&T customers for years. It took a week of phone calls from both me and my husband to AT&T before we finally got functional service again. As soon as we recover from the trauma of dealing with AT&T we will be looking for a new provider.

over 5 years ago

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NY Defensive Driving course

Well i think i followed the instructions by updating the blog address and api key...��but when i try and save a comment it just sits there telling me "saving the comment....".

over 5 years ago

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northtexbest

I called att to ask if my air card was still unlimited and was told it was grandfathered in. In four years of service I hardly used the air card at all . Last month I finally had to use it more than normal and went over 5gb I called and was told that it was unlimited with a 5 GB limit, Duh.

They stopped my service without notice and sent me an additional bill for $75.00. I called and talked to four different people. They were all rude and straight to the point that AT&T does not help people they are there to insult you. They told me they sent me a text message. I have an air card there are no text messages on it, it has no screen.

To call is a waste of time. I am following up this complaint to the FCC. I was a loyal customer for several years and was treated very rudely. They lost a customer for LIFE for $75.00 and a consumer that will warn everybody about their lack of service.

PS Today I was in a store and helped a customer who couldn't get help from the store on which cell company to go with. My goal is to stop 1 customer per day from making a mistake and going to ATT.

over 5 years ago

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ckinsobe

I am counting the months to when my contract, that I was somehow trapped into when Bell South became ATT, expires. I have a business line and when I moved my business a year and a half ago I was hit with outrageous charges to move the line. Among other things the installers claimed they had been there two hours before they actually arrived. Now I was being billed for these extra hours times two becuase there were two people sent out. Not only that, the installers threw on the floor boxes and boxes of flyers and brochures that had been in boxes in the room where they were working on the wiring. This was literally hundreds of dollars in printing materials, not belonging to me but my landlord, that they just treated like so much garbage.

At the time of the move I had ordered both the move of my existing phone-line and I was adding DSL. Every time I was sent an email link to sign the new DSL contract there were some issues so I never got to sign it, as it turns out this was a blessing in disguise. The DSL never worked and trying to get support was a complete joke. By this time I had received my first bill with the outrageous $800 charge to move one piddly little phoneline, so I decided to cancel the DSL entirely and was up and running the next day with flawless internet from a different company. I then spent weeks and endless phone calls to get the rip-off charges from the move adjusted, which I only managed by a small amount.

It is really disgusting how AT&T takes advantage of the fact that a business tel, that is on all business correspondence, advertising etc. is not something you can change easily and that they extort money from you the way they do. Since I was locked into the contract, which I originally signed with Bell South not ATT I had little recourse but to grin and bear it. My contract is up soon and I will NEVER give AT&T another cent.

This had been my decision years before when I used them for my home/international long distance services and they started ripping me off there too. They are a corrupt company and they fund politicians on the wrong side of the aisle form me as well, so I will be thrilled the day I write them the final payment.

over 5 years ago

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j d moffatt

It's the same old storey as those above. You'all say one thing and do another. I have been dealing with AT&T for nearly 3 months to get it right....anyone I talk to just says "I'm so sorry" and than go on to give you another line about what they are going to do - which does not happen. I was supposed to get a "bundle" without paying one - gosh, where did I hear that? Never did get a bundle but three services with three seperate bills. Went with Direct TV - offered by AT&T and a U-verse for the internet and another hook-up (and bill) for the phone which was to be unliminted long distance. The internet and phone service were out of service for some 10 to 15 days during the less than 3 months of our service. By the way, the Direct TV works just fine and we like it but, of course, it was not at the price quoted by AT&T - surprise!
The U-verse for the internet was to be free installation (self installation, that is) but when the bill came we were billed for that (another surpprise) and the phone service had additional costs for LD service. An aside; I go into a store, any store, to buy an item that is marked $10.00 - when I get to the cashier, he (or she) says; that will be $20.00 and as I can't afford that and it has been mis-represented to me ... I put it back on the shelf. end of story .........with AT&T, they make the installation and then charge whatever the market will bear and you can't put it back on the shelf BECAUSE you have already cancelled your former service and AT&T have you just where they want you. NOT ME, NOT THIS TIME. I have paid for 2 months service and ABSOLUTLEY REFUSE TO PAY THEM ANY MORE MONEY. All of this should not be a problem because ALL CALLS have been recorded. Thus they can take me to court and bring along those recorded calls....I can provide them with the dates, times and names of those to whom I have spoken. Don't even think about a collection agency because I'm going to the mat on this one!

over 5 years ago

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Frustrated

I have been a customer of AT&T for more than 10 years. Similar to the stories above, I have my own. It took me eight months to resolve one issue and now I am faced with another. Like others, I have been treated unfairly, rudely, lied to, and bounced back and forth between departments too many times to count. However, I took heed of "News Flash's" comment and called the executive office @ (210) 821-4105 (option 6). The executive seemed to be very helpful. Hopefully, this will finally bring resolution to my current issue with AT&T. I will save this page and let everyone know if this becomes the case. AT&T still dominates the phone/DSL market in some small towns which makes it even easier to act like a bully. Perhaps "mamalle" was right when he/she stated that you must take some things "straight to the top". We shall see if it works. For "jd moffatt" - When I was directly promised a refund by an AT&T employee, I requested that they play back the recorded conversation and was told by said employee that, "ALL calls to AT&T are NOT recorded. Only select calls for training purposes may be recorded". So, don't count on having any recorded conversations from AT&T to back up your claims. If you need proof of what an AT&T employee tells you so that your interests are not misrepresented, I would suggest recording and informing those you talk to on your end of the phone (if that is legal, I am not a lawyer). Good luck to all.

over 5 years ago

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Mithesh

I HAD SIMILAR NIGHTMARISH EXPERIENCE WITH AT&T

Yes AT & T truly SEEMS UNPROFESSIONAL... especially for its lack of decent customer service , UNFAIR BUSINESS ETHICS AND THE LIST IS LONG...inordinately LONG HOLD TIMES which go on endlessly and lot of inconsistencies in their website/( Customer service chat) for duping customers to buy a phone and then forcing them to buy a data plan. This is what happened with me.
They do not even provide a headphone along with the handset , how stingy .. and ridiculous..

My exchange order of Motorola Atrix did not have the memory card and now its the same old saga.. endless hours with the customer service and returns rather than just sending the missing item...

I WOULD NOT RECOMMEND AT&T at all and might switchover soon

WILL AT&T ever improve or gonna go down the drain soon with most dissatisfied customers just porting their numbers to a different provider...

I WOULD ADVISE AT&T TO CLOSE SHOP IF THEY CANT DO ETHICAL AND FAIR BUSINESS.... I MAY NOT BE SURPRISED IF ALL OUR GRIEVANCES ARE GOING ON DEAF EARS AND PROBABLY AT&T IS LEAST BOTHERED NOT REALIZING THAT IT'S HARD TO SURVIVE WITH SUCH BUSINESS PRACTICES .
Regards,
Mithesh K

over 5 years ago

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D.MILLER

BEN WITH AT&T SCENT 1972,NOW HAVING PROBLEM .BUT NO ONE CARES. TELL THEM LIES AFTER LIES, OUR HOME PHONE HAS NOT WORK FOR A WEEK,BUT YOU HAVE 24 HOUR SERVICE,THERE IS A PHONE BOX TWO BLOCK FROM MY HOME. EVERY TIME A PHONE TRUCK IS THERE AT THAT PHONE BOX WE ON OUR PHONE WILL NOT WORK,TALK TO ONE THE SERVICE MEN ,HE SAID A LOT OF TIME THEY HAVE TO TAKE PART OUT OF THE BOX TO FIX ANOTHER PHONE, NOW HE WORK FOR AT&T,TIME BEFORE OUR PHONE WAS OUT FOR TOW WEEK NP ONE NOES WHAT WRONG ,BUT WILL TAKE 10.00 OFF YOUR BILL,BS I WONT SERVICE, NOT COMPLAINT,HAVE YOU GOTTEN SO BIG NOW YOU DON'T CARE BOUT SERVICES,YOU DON'T CARE,FOR THE PEOPLE THAT US YOUR PRODUCT, WELL THANK, NOW THE REAL YOU IS CUMMING OUT YOU DON'T CARE

over 5 years ago

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Frustrated

I am back to let you know that the executives a the main AT&T office DID help to resolve my issue. It was not a complete refund, but I felt the people there did try to be fair. I wish I had gone to them first. Unfortunately, AT&T has lost my trust for an extended list of reasons that I won't bore anybody with. But please, if you are having a valid issue with AT&T - try contacting the head executives @ (210) 821-4105 - option 6. After all, there wouldn't be a big, successful company without all the little customers supporting it. Fair, courteous customer service should be their number one priorty. Best wishes and good luck to all the other loyal customers out there.

over 5 years ago

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sonya

I used the AT&T online chat representative to select all needed features prior to taking a trip to Mexico. I specifically asked what plans I needed and if there was anything I needed to do prior to leaving the country. I returned to two international calls from at &t when I called on 3/31 to resolve the issues. I spent 2 hours on the phone with several representatives including a full analysis of my phone, data, and text usage. They changed all my features including the supposed international feature. I woke up on 4/1 to no data. The international feature was never resolved. I spoke with Kenneth Phillips who was rude and said he could not prove I called in the day before to resolve the issue. I asked to speak with his supervisor, Ruth Montelonto, who was equally rude, and she said I had incurred $2,000 in data charges while I was in Mexico and that I needed to set up a $200 plan to cover the charges. I asked to speak with her supervisor, Juan Alas, and she said I could not speak with him nor could she provide me with his number or email. The representatives the day before told me that I should have been given the right information when I reached out to the online chat person. Kenneth said I should have called in to resolve the issue because a "live" representative would have told me how to avoide the charges. Incredibly frustrated with the time involved (3+) hours and additional charges. Incredibly dissappointed. Ruth also would not provide me with a receipt of our discussion nor a summary of the changes.

over 5 years ago

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Donna McNeil

Good day since March 22 ive been waiting for 3 phones with your company. Two Iphones and one promotional phone that was offered to myself. The Ipones was placed on my credit card. Ive called sales department onces a week asking were are phones first week told the activation didnt go through so on three way sales dept called both careirs Boost Mobile and Metero PCS and given a new number for one of the Iphones . Now today once again im told my march 22nd order was cancelled so now they are saying that today the order is going out takes 3 days to come from warehouse so which means Im without my pones another week. I almost feel as if i should have stayed with my old services. I mean going on a month since Ive placed this order and still no phones I asking that the phones are rushed to myself asap Im without phones for myself and my two children HELP HELP

By the way Ive spokent to two of your employees Mr. Joseph Falukner of the SSG dept as well as his manager Mr. Joe Lanndazabal and so far they have been very helpful to me they are the only two out of this whole order deal whom seems to give a damn about my order

Heres thanking you in advance
Ms Donna McNeil

over 5 years ago

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Red Bull

On April 21,2011,

I went to Upgrade my phone and they informed me I was not eligible to later on in the year. I called customer service and it turns out my upgrade got pushed back because I had lowered my plan and they took it as my upgrade. The at&t associate never told me this because they didn't know this could occur.I would have never lowered my plan if I knew this would happen. So know my son is out of a phone because of their mis-communication with each other and my mis-information. Should of stayed with SPRINT! They would of fixed it right there and then. Apparently there's nothing AT&T can do!!

over 5 years ago

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Ronald L. Mullaney

I agree 100% AT&T offered a 78.95 a month fee contract for telephone, cable television (Direct TV) and high speed internet. My first bill was $130.07 my second bill was 147.85 my current bill is a whopping $211.00 I have called and emailed BBB (better buisness bureau) and talked with at least 20 AT&T employees and they have even called me back. They offered me $89.95 montly service (with taxes) That was two months ago and have sense recieved the 211.00 bill. Whenever I call AT&T they keep switching me back and forth between AT&T and Direct TV. They are certainly guilty of false advertising in my opinion. Corporate giant hogwash.

over 5 years ago

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Andrea Lane

AT&T is the worst company I have ever had the misfortune of dealing with. I have had 5 outages of TV in less that 30 days, and now I have been on hold for over 90 minutes.

Soon, I understand that this monolithic inept is going to take over my cellular company. Expletive! Just hang me.

about 5 years ago

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ishmael Rahman

I promise not to deal with AT & T after today, there tactics are gangster like & they are more interested in profit. The hell with customer care. I will be taking my money to another service provider, your over paid u-verse service will not be needed. I paid my service through Western Union, with prove of paid & they tell me they have'nt received paid. The claims department had me fax the recepit, why... I don't know because nothing was done.

about 5 years ago

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RB

We moved our service on 2.25.11; tech came on 2.28.11 to lay cable; informed us in 7-10 days someone would come to bury cable; 3.28.11 came and we had 2 confirmations however tech only showed to spray ground a different color; cable still above ground; i informed several representatives of my concern of cable being a trip hazard (had 2 people my daughter and mother to trip over cable already); 4.18.11 another rep & confirmation of repair being completed however no one showed; 5.5.11 automated service called to confirm someone would be out that evening and again noone showed; it was 5.12.11 before ATT tech came and buried cable however in the process our direct tv cable was cut and our water line was severed; people coming to fix this is costly however it is due to ATT's negligence; today a tech came to repair water line; my husband had to drive 20 miles out of the way (with the price of gas) to get a shower because the tech had cut our water off; he assured my husband before he left for work it would be fixed before he left; I called claim's adjustor P.Stills to confirm task complete before I headed home w/my 2 small children; mind you I live in rural area and 25 miles from nearest relative; she confirmed plumber had been out and situation was corrected; i got home @ 7:30 and my water was OFF; all i could hear was water in my pipes; I have no water and 2 small children; no one called to inform us we would be without water; I can't wash our clothes for tomorrow; my kids can't take a bath, wash their hair; P.Stills informed me "I grew up on a farm and there have been plenty of times I didn't have water". I replied what does that have to do with this situation? This is negligent on behalf of ATT; if I was a parent and my water was turned off; child protective services would charge me with neglect; it is considered unprofessional for there not to be something in place for handling an emergency situation as this and for a staff to reference her personal experience of being raised on a farm as rationalization for ATT's error and negligant behavior. That was not professional. I did not grow up on a farm and for her to reference being farm raised as possible rationalization of my situation not being urgent was hurtful. I paid my phone bill, my satelite bill, and my water bill so I expect to able to use those services. It is 9:17 pm and I have no idea of how me and my 2 young children will get bathes, wash clothes, and prepare for our day tomorrow.

about 5 years ago

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Linda Neri

In response to northtexbest on 6th March 2011...I have been facing the problem of being threatened by AT&T that I MUST change the plan for my aircard. I have refused to change it, and later that same day called a different service rep. and got the information that I have a 'grandfathered Unlimited plan'...every bill statement shows 'Data Connect UNL'. I also went to my online account info and it shows that I have "Data Connect including Unlimited MB" I have never gone over the 5G that they seem to think we should be limited to, so I don't know what will happen if I do. Is there a 'class action' that anyone knows of?

about 5 years ago

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Lori

AT & T is the acronym for American Telephone and Telegraph Company. As I write this, I am waiting for an AT & T representative to come and repair/replace one of the boxes (made in China) which failed after only 5 months. This is after I called AT & T customer service (a call center in India) and this was after my service was down (the loss of my telephone, internet and TV services) that was due to a "network" error that was not fixed until the tech in (again) India was at work (my service was down for over 10 hours, approximately the time difference between USA and India) The call center (again in India) scheduled an appointment for a service tech to come out and check my equipment the following day because after the "outage in my area" was addressed the equipment (made in China) did not come back up. After waiting the 4 hour time window, I finally called and asked where the tech was. The appointment was canceled for reasons unknown. This was from a customer call center located in Canada. At least I could understand that person's English. I am currently writing this as I continue to wait again during another 4 hour window for a tech to perhaps show up. If you go to their web site for open positions, at least in my area you are required to be bi-lingual in both Spanish and English. When you call AT & T, you are prompted for Spanish first and them for English. As an American, I ask all Americans to stop supporting economic terrorists (companies that outsource jobs to overseas and other countries) such as AT & T. First they are crippling our economy by not employing Americans here in the USA and by purchasing their equipment produced in other countries (China-I guess you get what you pay for which is why it failed after only 5 months)And AT & T should change their "A" to "I" (India Telephone and Telegraph) or "C" (China Telephone and Telegraph) because they no longer stand for America. Again, the poor service and equipment is produced/provided by countries that employ incompetent people which is evidenced by the poor service.

about 5 years ago

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Mar Deroc

I have been having problems with AT&T charging me almost $400 a month for the internet on my laptop. They changed air cards for me so that the bill will be several hundred dollars less, however, they are still charging me for the initial aircard. They say if I cancel that card they will charge me an additional $150 fee for switching to the card I should have been issued. I cannot find anyone to help me at AT&T. Their customer service is TERRIBLE. I am so frustrated and not being able to go to corporate is the final straw. I wish a lawyer would sue them for all of us having so much trouble.

about 5 years ago

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Tall Tiger

AT&T - They are so big they are DOOMED to FAIL.

I received my bill again this month and ever since I had my number changed 18 months ago (due to someone wanting to call and repeatedly harass the previous subscriber for my number), I have been biiled TWICE each month for my Internet Service. I call each month and have to WAIT and they promise to get it fixed....

NOW.......THIS MONTH, I opened the bill and I found a mysterious charge from a 3rd party who bills through AT&T without my authorization!

My bill is now over TWICE the normal rate but if I don't take care of business, I will become the victim.

I do have another solution.....just CUT them off completely and pass on the same suggestion to others.....when eveyone cuts them off, then ALL of AT&T will be out of a job....
What's wrong with this picture?"

about 5 years ago

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C. nelson

i have a "family plan,(w/5 phones),& we get a lot of t.storms & some tornadoes.Every time that a storm goes thru,our phones "magically" turn into expensive paper-weights! Totally useless.Out of the 5 phones,2 are i-phones,
(totally worthless), I tried to get help with this,instead,I got an "E-mail commercial", about how,@ at&t, we are working hard to bring you the best in service & quality products,(or something like that.) If their loved ones were without phone service during a bad storm, I bet they'd fix it.(a co-worker has verizon,he said his does NOT do that!)

about 5 years ago

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mark walker

great reading. as of tonight ( june 28) we have spent 3 hours on the phone with ATT without resolution to our problem. we have been customers since 2007 and never had an issue until we upgraed last week with refurbished iphones. since then our data plan has gone over within 2 days and no one can fix the issue. it just keeps going up even with the phone off and after speaking with 20 customer service reps, they all give us the same old crap...it must be us overusing!!! terrible service i must say !!

about 5 years ago

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Beulah Dell Stallings

My son was so right about this company, I will keep my u-verse service and internet, you can take this cell phone and do whatever you want, I was lied to from trhe start, bundle, not bundle, cost, charged on May 4th for a bill due June 4th, countless request for my credit card number or my bank account number at least twice per week. All senior citizenas should have some one look over your billing I havrequested numerous times for a billing to be mailed, got one it was wrong, fot 4 different amounts, requesting AARP take up our fight, and investigate all seniors billing and the their constant request even though you have told them 'NO' on your credit card number or your checking accounts.

about 5 years ago

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Joseph

AT&T has become a mafia organization, no less

about 5 years ago

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Joseph M

I challenge anyone to get a hold of a customer care supervisor...get ready to spend countless hours and be hanged up on several times while they "transfer your call"...

ATT has officially joined Google and other monster corporations in creating anew ear of "talk to machines", submit online requests using pre-configured questions available through drop down menus (God forbid you will be able to send a personalized email using your own words..they probably think we are all idiots), get automated email responses pulled from their database, and finally, -0- customer service.....no wonder they are making Billions.

Did I say mafia?...sorry...the new mafia!

This is the result of not enough competition.

about 5 years ago

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Gross

I am in agreement with everyone who is fed up & frustrated with the lousy customer service provided by AT&T. In the past 2 days, I have spent over 8 hours on the phone with AT&T trying to resolve an issue with an iPhone that arose only AFTER I visited the AT&T store & one of their clerks attempted to put a new sim card in it. On the phone, I was transferred so many times, put on hold & hung up on by someone who identified herself as the manager & told me that there was no one above her available to talk to, leave a voice mail for or even contact by way of calling another number. I was told that the problem was not AT&T's but was an Apple problem stemming from my phone. So I eventually called apple. After time with their tech support, I was informed that it was NOT the phone, but AT&T (something I already knew). So Apple assisted in contacting AT&T who then again I had to explain what happened & spend over 2.5 hours on the phone (mostly on hold) with no solution presented by AT&T except for me to buy a new phone from them. They continued to blame Apple & since the Apple tech was on the phone with us the entire time, he was able to inform the AT&T rep that it was not the phone & then they got into a debate about what the issue was. I trust Apple as I have 4 iPhones, 2 Mac laptops, an iMac & an iPad & have always received outstanding customer care when dealing with Apple. I am willing to pay more for quality & support. I have been with AT&T for over 10 years (first it was Cingular) & now am now going to switch. I will also tell everyone I know about how horrible AT&T treats their customers & I am certain that many of my family & friends who I encouraged to join AT&T will now reconsider as well. I find it concerning that Apple who has a reputation of outstanding customer service, product support & quality remains in alliance with a company so contrasting in all these qualities. Maybe & hopefully not for long. I am confident that the word will get out & enough people will switch iPhone or no iPhone & Apple will realize their mistake, come to their senses & support their loyal customers like they have always done & they too, will break their relationship with AT&T.

about 5 years ago

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Naima Cosby

1. I have been a loyal AT&T customer (including the Cingular years) Compared to all the services and public utilities I use, I spend the most time making complaints about my poor wireless service. I would rank their customer service as POOR. I made payment to my account on July 5, 2011 and was given a confirmation number and was told my service will be restored within 48hrs. I have since called 8 times and as of today July 21, 2011 I still have NO service and I am getting the run around from their customer NO service. I was given 7 different phone numbers to call to resolve this issue.
I am fed up and not sure what to do from here.. I rather cancel my service but they are telling me I will be billed cancelation fee

about 5 years ago

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Martha F

AT&T has caused everyone so many problems, yet they still get away with lousy service, inaccurate billing, misrepresentations, etc. My nightmare began in April of this year, and continues through one inept person after another. When my contract is up, I will resort to using my mobile hotspot on my smartphone through Verizon, which is dependable, AND costs $20/month, as opposed to the $19.95 or $24.95 or $45.00/month (depending on who I talk to)I now pay AT&T for DSL.

In the meantime, I am going to search for a class action lawsuit to join against this ridiculous company.

almost 5 years ago

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Charlie

April 2010 I was told there were three other people camped on my bill with charges that forced me to a turn off notice. I was trying to pay the bill but every month the bill was the same even after I told customer service to discontinue the third party accounts. I was sent a 800 dollar bill after the account was turned off. I asked customer service how much was the modem and I was told it was no more than 100 dollars and she could't see why my bill was 800 dollars.

I am very disapointed in AT&T for allowing this to happen to their customers. I really liked AT&T. They were #1. Now they are not very honest.

almost 5 years ago

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Randy Holt

AT&T has shown themselves to be grossly incompetent. I ordered, at their suggestion, U-verse, as an upgrade to the DSL that I've used for about 7 years. They mailed me the equipment, and told me to wait until they made wiring changes to install. Last week, they sent a technician to the house to prepare the wiring. He found a problem with the new wiring, and submitted a work order for it to be repaired at the 'station'. Later, they turned off the DSL, but the U-verse was not ready, so I was now without connectivity. They didn't tell me anything about turning off the DSL. When I complained that my internet was not working, they took 45 minutes to figure out and tell me what had happened. I asked when the wiring would be fixed and was initially told that a technician would not be available to fix it until two weeks from now, but that they would find a way to do it tomorrow. Well, it has been three tomorrows, with promises and assurances that it would be done each day. Still not done. Every step along the way, I asked, "Couldn't you just activate my DSL until you're ready to activate the U-verse?" I was told that it takes longer to activate DSL than it would to fix the problem. Finally, in the 3 pm hour, today (7Oct11) they just called me to tell me they are reconnecting my DSL. Fifteen minutes later, I got a robocall that the U-verse will be ready after 9 am tomorrow. I have had three technicians at the house (that I know of) and I don't want to remember how many phone calls were made. The manager that I spoke with for the past two days, and who promised as he left work yesterday, that it would be fixed yesterday, isn't even answering the phone today. It was someone from his office that called and told me that DSL was being hooked back up. If gross ineptitude were a crime, AT&T would be in jail!
There is no excuse for a long-term customer (or a new one for that matter) to be passed from person to person to find out what is happening with the service. I can't stand to be told by the robot voice that I can go to ATT.com for answers, when I can't go to ATT.com because they've stopped the connection! AT&T needs to get a clue how to seamlessly integrate their services, and make sure that the customer only needs to call one number to get a problem resolved. They talk about customer service, but obviously don't know how to do it effectively! This website is testimony of the poor quality customer service that AT&T provides. Unbelievable!

almost 5 years ago

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grace

Randall Stephenson has the power and resources to threaten anything or anyone he wants. Because we idiots have made him filthy rich and given him the ability to do so. However, he does not appreciate what he has. He feels entitled. If he cared about this company, AT&T he would have never sent that e-mail in such a disqusting way. He is a man with little humility and greatfulness so it seems by his behavior. AT&T has horrible customer service and no one is trained to do a good job, only to run people round and round and in total frustration. If he were a man of integrity and honor he would be working diligently on making better solutions for EVERYONE. However, if he did so, less money would be coming his way and he would not be able to make such quick arrogant threats or live the lavish lifestyle he lives. He is selfish and self-centered and greedy and he could care less about the people who are making him rich. I think he must actually hate himself to treat other so poorly. In the end he may have a light bulb moment and think that he should have been more people oriented than money power oriented. Poor guy. Actually, I'd feel sorry for the poor soul, except that he's in a mode and mindset that makes him actually "dangerous" because he doesn't see the error of his ways.

almost 5 years ago

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Steven Maggiolino

I say we, the customers of A T & T, take to our social networks such as FACEBOOK. If everyone posts complaints about their experiences with customer service, or the CO. in general, eventually A T & T will get the message!!!!

almost 5 years ago

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mfstout

AT&T is the worst wireless company I have ever encountered. I cannot wait for the next iPhone so I can switch to Verizon just like all my friends are doing now. So sad.

over 4 years ago

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kari c

I have been trying since august to get this mess cleared up. In august i ordered uverse internet and cancelled dsl, at home my home uverse has no homephone service so i had uverse with regular homephone. i paid 160.00 fees for hookup and first month. In sept i decided i no longer my homephone.. the man cancelled my home phone right there but instead of cancelling my old account he wrote a whole new account. now i am being charged for one account with home-phone service as well as the new account without home service. Now i am being threatened with disconnection for refusing to pay the the old account that one of the billing supervisors told me himself would be closed! I have sent several letters, emails, hours and hours on the phone. I was promised by the CSM on their site i would get a call.. NOTHING! I AM NOT PAYING FOR 2BILLS!!!!!! Today i filed a complain with the bbb, last week contacted a lawyer, and local news. Its not a hard concept a child could figure out if you write a customer a new account then close the old one, i am on disability and i have one internet ONE!!! not 2. I want the old account closed now!!!!!!!!!!!!!!!!!!! it isn't a hard concept close a customers old account before you open a new one,, i swear the right hand doesn't know what the left is doing in the company they all must ride the short bus.

over 4 years ago

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stephen

ATT wireless has just stooped to a new low, even for them. They have now started to solicit children with official letters of appoval apon return for free devices with a two year contract. my daughter was sent a letter from att telling her that she was pre-approved to recieve a free smart phone, and free activation, all she had to do was accept the two year agreement and mail it back in. "Are you SERIOUS?".......What pathetic, scumbags. ATT will never see a dollar one of my money.

over 4 years ago

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trez542

AT&T is absolutely horrible. I was on line for 2 hours and 25 minutes this morning trying to see if a payment was scheduled. I was passed to 5 different people with 5 different answers. When I asked where I could send a customer complaint letter the customer service representative hung up on me. It is absolutely unbelievable how little they care about their customers. It is absolutely the worst service I have ever received. I am leaving AT&T. I can't believe I'm actually paying them to treat me like crap. What a horrible company.

over 4 years ago

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Hilary

I am a new customer with AT&T and I have spent countless hours trying to resolve problems with everything I ordered from them - I am glad I do not have wireless phone from them. Their customer service people apologize but do not do anything - I spent over 2 hours today alone with no satidfaction. I cannot get anyone to send me confirmation that they are doing what they tell during the call. I am so frustrated and so angry with the terrible service AT&T is providing. The worst utility company I have done business with - I am so sorry my service is with them

over 4 years ago

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annie

What is your policy on ATT service men having sex with a consumer in her house? Under stress, drinking.. my friend was taken advantage of by one of the technicians who came to her home. What are the reprocussions?

over 4 years ago

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Wick

I used to work for AT&T as a technical engineer until they off shored my job to a third world country. I will tell you first hand that AT&T is one of the most disfunctional companies ever to grace the earth. One limb of the company has no idea what the other is doing. The incentives they offer many of their workers only encourages entrapment of customers into their web at any means. Thus the lies. They are a heartless, thoughtless company managed by people that have no idea how anything works. The only thing worse than having an AT&T service is to be unfortunate enough to have to work for them.

about 4 years ago

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Lonney

I have had nothing but problems with my AT&T U-Verse. Problems, no a disasters for my Home/Office 1st month 5 technicians were called to fix bad reception or no reception of high speed internet,It dose not exist with them. They all broke out there meters and told me I did not have enough speed on my lines to have high speed internet. The office dropped my bill to $128.83 to make me go away and told me to call the following year to drop it down again. Guess what. Both the phone person from India and a supervisor who I think came from the moon. Not in touch with anything I had to say. Both persons said they don't do that. and laughed in my face. Wrote the FCC. Called the BBB. AT&T should be sued with a class action suit. Is there an attorney that will take my case?
Respectfully Submitted

about 4 years ago

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Victor Mathis and Rosa Young

AT&T love using the words "I'm sorry for your inconvence!" but that's not going to pay my bills which are paid through the internet or help me get my grades from my online classes when there's no internet service.

On July 3 2012 AT&T without any warning decided it was necessary for me to switch to their Universe Service and disconnected my DSL without any warning.

1. Was told I should have received a new DSL modem...but never got one until the 9th of July. Connected it and the dam thing didnt even work.

2. Told service wasn't yet activated but would be active on Tuesday July 10th at 8 a.m. it never happen.

3. Told a tech would come over on the 10th around 4 p.m. to fix the problem. Tech should up on time, but said the problem was outside and that this was not his job.

4. Call AT&T again to advise them of what I was told and was told that the tech didn't issue a ticket for my problem so another tech would have to come to my apt to do the same thing the tech did today and issue an ticket regarding the problem.

5. My roommate had had enough and wanted to switch to time warner internet after being told that we would be without internet service yet again for the 8th day in a row but that our bill would be adjusted for days without service. My roommate was like F*CK the bill what about my online classes and my grades.

6. Received a phone call from AT&T apologizing for the inconvence again and that someone would be over by the 9th to fix the problem outside.

What company does this to their paying customers and think that it's okay...Not accepted in my books. I think I'm going to switch...FUCK AT&T.

about 4 years ago

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gerald southwood

In April I cancelled my landline of many years and kept internet. From that day forward I have had nothing but trouble. I must call everytime i receive a bill as it is never correct and always much higher than told. I am assured each time that everything is taken care of and then the next bill comes higher than the last one.
We recently moved and were told our bill would be $24.95 and a free modem. The new bill came and was $150.00. After days of calling I finally discussed with a person and was told that he was sorry I was lied to and if I couldn't make payment that I could set up payment arrangements. I finally cancelled service and must now try to straighten out exorberant bill that I cannot pay on my retirement and do not owe in the first place. The very worst of this to me is that I have lost my faith in my fellow man.

about 4 years ago

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Debby Jones

I have been perfectly happy with my U.S. Cellular account until today 10-18-2012 when AT&T came into my life by way of a hacker with a Tracfone. This "person" had AT&T cut off my account and turn it on with my phone number, which has my birth date reflected in my phone number. Not to mention I've had my U.S. Cellular phone for 12 years!!!!
AT&T can't take back My number from the hacker and give it back to Me without His permission......plus, I was talking to AT&T customer service in Guyana, South AFRICA! So helpful!!!
I am disabled and don't get out much. My numbers are connected to my disability, Physicians and Surgeons, drug store and elderly family in 3 other states.
I've already contacted the Sheriff's office. Tomorrow, I will contact the FCC and the Attorney General's office.
Maybe AT&T will want to contact me!
Now I understand why people are dropping land lines for cell phones.

almost 4 years ago

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Maine windows

While I am not thrilled with AT&T, at least in my experience, they're better than the alternatives!

over 3 years ago

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Zuma Kind

AT&T in Grants Pass, Oregon has the worst Customer Service of all, in fact, it is safe to say, that they have absolutely no customer service ata ll avaialable to local customers; they are; however; ready to take your every dollar; in facr; severa; hundred to a thousand of your dollars; without providsing one bit of customer service; and lying to thier customers about the products they sell you;for example' selling you a new I[ad4, that actually is an Ipad that is returned by another customer and recponstructed...they are noting more than comman thieves and liars and should be punished in our criminal justice system, along with all other criminals...as they are, just that, criminals, breaking the law, and no better than a comman thief, breaking inot your HOME and robbing you...GET REAL AT&T!!!!! We, the people, will fight back, and in Granys Pass, Oregon, We will "petition" and "boycott" you within our legal rights; and protest in the media, etc.' to expose your "Dishonest Business Practices" for all to see....YOU WILL LOSE ALL YOUR CUSTOMERS IN GRANTS PASS, OREGON; and many other markets, as well; CHANGE YOUR DISHONEST DECEIVING WAYS NOW!!!

over 3 years ago

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JDAY

I have a TRACFONE--it rang while I was driving to work..I did not answer because I was driving..when I clocked in at work, I checked to see who called me. I picked up the phone on my desk, called, 904-555-1212..it answered. ATT directory assistance...I thought I had dialed wrong, so I dialed again..same thing, so I hung up. Then my employer was charged 1.99 twice for directory assistance. I called ATT customer service and was told that I had made the calls and I should be charged....My cell phone is on the Do Not Call list..so the whole thing started when they called me to start with. Finally reached the 5th person, said they would remove the charges on a one time courtesy...I am satisfied that he charges were removed, but not the reason..ATT started the whole problem by calling a number listed on the Do Not Call List.

over 3 years ago

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Beth Prosser, unemployed at unemployed

Our only hope at this point is that a reputable company buy them out, lets all hope for the best, this work is of the same caliber as Bill Gates, issuing almost everything in beta.......

5 months ago

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