AT&T Complaints Continued... (Page 3)1090+ reviews added so far. Upset? Call AT&T corporate: 1 (800) 331-0500
YOU LET MY VISA CARD INFORMATION OUT AND I GOT HACKED. I CALLED CUSTOMER SERVICE 6 TIMES AND GOT NO HELP. I WENT ON A CHAT SITE AND RELATED MY PROBLEM AND MARIO D WAS TO GET SOME INFORMATION BACK TO ME. AGAIN NO HELP. CHRISTIAN CM592 WAS GOING TO HELP ME. NO HELP. CALLED FRAUD DEPT. NO HELP. YOU JUST CAN NOT TRUST ATT.
CALLED IN TO CANCELL INSTALLATION 5 TIMES BUT GOT NO CONFORMATION AND INSTALLER WAS HERE WED.THE 9TH.
YOU GAVE OUT MY INFORMATION AND I WOULD LIKE TO KNOW WHAT YOU ARE GOING TO DO ABOUT IT.??? SO FAR YOU HAVE DONE NOTHING AT ALL.
I have been an AT&T customer for a very long time. Cell phone since 2004, UVERSE and other products since I cannot remember.
Sometime on Wednesday, January 3rd, 2019 both my UVERSE and Internet went out. On Wednesday evening when I returned home from work, I called the service department to schedule a repair. They dutifully scheduled the repair for Thursday January 4th, 2019 between the hours of 12:00 and 2:00. My wife and 7 year old stayed home to wait for the repair person.
At about 1:45 I received a text saying that they had to re-schedule to 2:00 to 4:00 PM. At about 3:30 no one had come to the house so I called ATT repair and they told me that they would be there between 4:00 PM and 8:00 PM. At about 7:45 PM I received a call saying that they would not be coming and they wanted to schedule for Monday, January 7th. I told them that no one would be available at this time and date and the only time I had would be on Saturday or Sunday. The operator would not listen to me and scheduled the repair for that Monday. I tried calling several times but they insisted on not listening and kept telling me that the repair is scheduled for Monday, January 7th between 12:00 and 2:00. On Monday, January 7th I called again and spoke to Carolyn who finally scheduled my appointment for Tuesday, Jaunuary 8th between 12:00 and 2:00. I again explained to her that no one would be home until 6:00 as school has re-started and we have to work. Carolyn told me that she would follow up and make sure that even though we scheduled the appointment for this time she would communicate to the technician that no one would be at home until 6:00.
I have called several times to have this rectified, each phone call was at least an hour in length with most of that time on hold. I asked to speak to a supervisor and was told that none were available and they would call me back within an hour. The only call backs that I received were from a person named “Rod” to tell me that the technician would not be there on Thursday evening and from Carolyn who I believe is/was trying to get the situation repaired.
Well, January 8th came and went with no ATT Technician to fix the problem. I called and another hour on the phone was set up for Saturday, January 12. On Wednesday, Lori called and left a message for me that they will be unable to keep this appointment because of fiber upgrade this weekend and I needed to call to set up a new appointment. I called and was told that if I cancel Saturday’s appointment I would be put in the back of the line for service. I tried to explain to the gal that the message told me that I needed to call and reschedule but to no avail.
I have not had UVERSE or Internet Service at my home since January 3rd, 2019 and it does not appear that I will have my service restored anytime in the near future. I am really confused about this extremely poor customer service from ATT since I have been a customer for many years.
To whom it may concern. Hope fully you can solve this problem that I have been having since January 2nd. 2019. Everyday at approximately 2:00 to 2:30, I have been receiving a phone message on my answering machine saying that 214 is scheduled for activation by 8 pm. I am assuming that this is regarding my Internet activation. Please be advised that on October 9th. 2018 my Internet service was activated by AT & T. So this phone call does not pertain to me ! I have made several calls to AT &T to solve this issue but to no avail. There is nothing wrong with my service. I do not appreciate coming home to this message on my answering machine everyday !! I would like it to stop because it is becoming very annoying. My name is Joseph Bongiorno. My phone # is 501-922-0214. I would appreciate it if this issue was rectified. I want these calls STOPPED. If possible, I would like someone to respond to this e-mail so as to know that I haven't wasted my time. Thank You. (P.S.,) I hope this problem can be taken care of ,or I may have to take it to the next level !! Joseph Bongiorno
I ordered an upgrade from U-Verse to ATT Fiber100
scheduled a visititation window on Dec 29th (3 missed appointments) the next day Dec 30 (two missed appointments)
I lost U-Verse service in the first window.
I have been down 3 weeks
they shipped me a replacement modem and can't get it working
being charged $20 dollars extra a month because I won't sign up for auto pay. I've been with at&t 10 years and not once have I been late paying my bill. soon I will be saying good bye to your company
worst service ever. lied non stop. spent hours trying to fix situation. bill kept going up. $250 in 30 days for only internet? never had such bad experience. bill started at $30 a month, when I got it it was 70 per month then went up from. there. worst customer service.
I cancelled my ATT&T on October 27. 2018, received a statement for 136.83.
I called. speaking with customer service person named Bamier, who told me that I did not owe for the
this amount that I should have been charged for one day.The 136.83 was taken out of my account
after I had cancelled AT&T causing me to have a huge overdraft. I wrote a letter and called my
bank to dispute this withdrawal. The money was put back into my account. after speaking with another
customer service person at AT&T. Now I am getting a letter stating if I didn't pay my 136.83 it would be
turned over to collection, after 4 hours on the phone being passed from to one person to another asking
to speak to a manager or someone on the the finance department this could not be resolved, I had so
many reasons why this couldn't be resolved and I was absolutely astonished that the customer service
could not get me a manager. This is a terrible way to do business. I am frustrated, I was with your company for
almost 18 years and am appalled at the way I have been treated. I owe you one day of service and am happy to
pay it. I am not going to pay for service I did not use.
I was told that because i just had cell phone service, that they could not break it down to one day, how stupid
is that??? I think you had better have a training class for your Customer Service people so they know what they are supposed
to do I would appreciate to get this resolved as quickly as possible.
acct number 359190360
479 619 279 479 936 4524
PS I don't see how you can cancel my service on December 24, 2018
when I had already cancelled it on October 27. 2018
Signed up for AT&T about a month ago. The reason i signed up was because of a certain channel I like. (LMN) I was getting the channel in the beginning and now all of a sudden,, I have to upgrade to get the channel. The rep specifically said I would be getting this channel as part of the program along with a Western station that I signed up for.
LMN was the biggest reason I signed up for the service and now they take it away after a few days and i'm now stuck with a 2 yr contract.I'm paying almost a 100.00 a month for the internet and channels on my TV that is mostly channels trying to sell items. My gut feelings was telling me not to sign up with ATT due to the negative reviews. Always listen to your inner voice.
I had an account with att u-vers # 254374857 returned the equipment bank in Jan 2018 by UPS per instructions of AT&T along with the account number. Now 11 months later they have sent this to collections for the dumb amount of $ 162.38 on 12/18/2018. I am sooooooooo pissed right now... that they did not try to reach me nor send me a letter about what was owed. I have been with AT&T for 12-13 years, they have my mailing address so there is no excuse for this crap ! I have call the collection company Diversified @ 904-247-5500 and talked to Michelle Gonzales and Greg Shaws (manager) to explain that I was never notified about this, and it would have been paid right then once I was notified. I did pay the amount with Greg over the phone, but with that being said I cant prove the equipment was sent because I have not longer the receipt from UPS when I shipped it, so had no choose but to pay this as I wanted this gone. The issue is not that you guys have this as a collection item and it has effected my credit score 100 points, and not I will be impacted because of this. I want AT&T to have this removed from my credit report as the mistake was not mine, I shipped the equipment.
Now the customer care team is going to look into this to see if they ever recvd the equipment. Should this not been done before you reported the account to collections ?
I want AT&T to fix this or I will get an attorney to get this corrected and will also call the BBB and report ATT along with the Federal Communications.
I switched over from sprint last year to save money but instead the I’m paying $100 more than I was. I have a $700 bill in collections because you didn’t pay my trade in phones. I have a home phone on my acct that has never been activated. And I didn’t want. I have been to 3-4 Mn ATT stores and know one can help because they don’t know what they are doing! I need to get my bill down $100 that I was promised. And upgrades for my phones as promised every 12 months with no additional fees! Very poor service disappointing!!
My wife was talked into bundling several months ago our cell phones, direct tv service and our house phone witch was version service. Every since our house phone only works part of the time, and we lost our fax service. We have complained to the Barstow office where you pay your bill and have been told they will up the issue to the proper place in AT&T complaint dept. to get the issue resolved. To date no one has shown up to see what kind of problems we have here at our house with our wireless house phone and to say it only works part of the time. I'm asking you to send one of your expert tecks out here to see what the issue here is so we can have what we are paying for monthly witch we have not have since we were talked into months ago. Please call me on my cell phone at 760 267 3855 to see what the issue is here. Thank you. We have spent way to much money on your service that is not working. thank you again. Please respond.
Bill was switched to paperless without conformation from me as a customer. I notify them that I did not want this to happen and I received a letter that stated that my next billing would not come thru the mail. I do not trust e-mail enough to rely receiving my bill thru this method and I do not trust AT&T with any of my info to direct bill. I called and spoke to one person and she could help me and I was passed to another person, no info was provided to the next person. I had to provide all that info again. customer service??????? This person was off shore. No personal feelings for their customers just dollar signs AT&T. Gonna cost you in the end. This is not the problem I have had. U-Verse and mobile phone??
tried to find out about direct tv discounts for retired att employees no luck called at least 5 toll free numbers no luck maybe that is why spectrum service is so much better there stock is over 300 a share att is 30 a share if ceo an board stop being concerned about there on checks an start to work on problems maybe service would be better a change would be better than talk talk is cheap 4786763513
I wish I could give this horrible company a big ZERO. My husband is 80 yrs old and I am almost 67. We were no longer under contract with AT&T and wanted to buy new phones for Christmas. We were told if my husband dropped his number we could take advantage of the BOGO offer of buy one for me and get hubby's free. We did it and was told after all charges and tax our bill would be around 285.00 each month. It took me and Hubby from 11 to almost 7 o'clock on Nov. 27 to get these phones with no time for food. Hubby noticed a few days later that his old phone was still active. I called numerous times and stayed on the line for 30 minutes talking with nothing resolved. I called back to question charges and it took the second guy over one hour to go over all the bogus charges with me. AT @ T had presented me with a 400.00 + bill after me paying about $500.00 dollars for fees for the phones. They also said I had 6 lines and then changed that figure to 5 lines. I only have 4 lines. Nothing resolved but a small credit of $30. I CANNOT and WILL NOT PAY over $400 dollars for 4 lines when it was suppose to be buy one get one FREE on two of the lines. I asked to speak to a supervisor but AT & T refused each time to connect me. UPSET SENIOR CITIZENS IN LAS VEGAS!!!!!
I canceled my contract service and switched to a prepaid account. I called at&t billing (VESTA) and canceled my auto pay. AT&T has no record, but I have it on my call log.
In short: AT&T has structured their billing, service, contract, prepaid services so that you can't get a refund.
AT&T has no clear or defined path to get a refund. They can't be sued, so they have placed themselves above the law.
I do believe a monkey with a blindfold on could handle business better than the AT&T customer service people do. I called in to have my Tv & internet bundled (combine the 2 bills into 1). By September they were combined but not the bill. Called in Oct.~ Nov.( told it would "defiantly" be done by Dec. Well it ain't. Now by Jan. billing. Somebody don't have a clue what they are doing.o believe a monkey with a blindfold on could handle business better than the AT&T customer service people do. I called in to have my Tv & internet bundled (combine the 2 bills into 1). By September they were combined but not the bill. Called in Oct.~ Nov.( told it would "defiantly" be done by Dec. Well it ain't. Now by Jan. billing. Somebody don't have a clue what they are doing.
Installation for ATT U-verse has been scheduled and rescheduled 5 times after moving. The local store says out of our control, we don't have any options that is how ATT works now.
I called in to renew my contract and was told I could get fiber to the home for the same amount that I am currently paying so I explained that they had
just completed placing the fiber in my back yard but has not been lit yet. However your customer service department are selling a product that is not working they dispatch a tech just to confirm what I already know that I can not get fiber to my home even though it's right in my back yard because the engineers have not completed their job. The second problem that I have is trying to talk to someone in customer service that's not from the US and can barely speak English and I have to request to speak to someone in the US this is a problem. I live work and pay taxes in the US and when I pick up the phone to call a US company I should speak to someone here in the US. Your customer service is awful maybe if you focused on making the customer happy instead of trying to sell the customer something or upgrade their service things might just work out. I am on the phone right now with customer service and as usual I was told one thing this morning and its not in the notes and no one can seem to help me so I guess it's time for me to move to another company that want's my business and can delivery on what they say they can and have a English speaking customer service. I called back and finally got to speak to someone in retention and was told in order to correct the problem they would have to dispatch out a tech and I just had a tech out this morning. This is just one example of how the customer service department transfer you from one department to another and no one takes ownership
I bought a two phones for the price of one deal at an AT&T satellite store but AT&T refuses to honor the deal and continues to charge me for both phones. The store admits fault but can not fix it and AT&T says the store has to fix the problem. Great job passing the buck back and forth. Can we choose 0 stars?
To whom it may Concern,
My Name is: William Barona Phone # (305) 510-1910
The Reason I’m writing this letter to inform you that I’m real disappointed with AT&T.
I’ve been with AT&T for a long while and had all you’re I phone’s from the beginning.
I recently upgraded my phone from an Iphone X to an IPhone Xs Max 512GB, which
Is a 1,500.00 dollar phone not to mention? Two after I received the phone I started to
Issues with it, but didn’t reach out to Tat till yesterday I purchased the phone on
Nov 26, 2018 and Received it on Nov 28, 2018. My phone kept locking up and when I
Tried to restart it, it would take up 30min to reboot up. Which it is not normal, so I decided
To get ahold of you people yesterday on Dec 6, 2018, which I know I have 14 days to return this
Phone back to you guys. But all I wanted was to get my phone either fixed or replaced, but all I kept
Was getting the run around from you Guys. It started like this:
1: I called Customer service in the Morning of Dec 6,2016 and explained all the issues I was having with the phone and trouble shouted the fix and you’re agent came to the conclusion that I needed to have my phone replaced and that I should pick up at your local At&T Store.
2. Went to Three different AT&T Stores, but two of them were out of the one I have. The last one
In Jacksonville, FL 9508 Crosshill Blvd (904) 317-2778 I went was the rudest AT&T store I’ve ever been in
I ask to have my phone replaced and they look at me like I was Crazy and Told Me I need to go to the
Apple store, which I explained to the about the 14 day return policy you have and they told me it wasn’t
Their problem, so instead of making a big commotion, I left.
3. Got in my Car and started to drive Home, which is an Hour drive from where I live and after wasting my time and Gas driving all over Jacksonville looking to have my phone replaced. I decided to call you guys again. I went thru all the same thing I went with your prior Agent on the phone for 53min, then she told me that she was going to send me a shipping Label to return my phone back to you guys, after
My replacement got to me, but never happened. Then she transferred me to Apple technical support
And they didn’t even know anything or why I was on the phone taking to them.
4. Call you customer Service Again, after being hung up on and got another Agent about 7:00Pm
And this Agent to me that they couldn’t do anything for me. That the only thing I could do was file a claim with my insurance to have my for replace. Which I explained the whole fiasco bac to him and also
Got hung up by.
5. Finally Made Home and Called you guys once again, and received the same round around about me needing to speak to Apple. I told you’re Agent that I didn’t Buy the IPhone for $ 1,500.00 from Apple,
That I bought from you guys and she said that I still need to talk to Apple, which she transferred me to
And one again went thru all the same things I went thru with your agents and trouble shouted again and then I spoke to an Apple Supervisor, which Stayed that At&T needed to Swap my Phone out, Not
Apple. Since I had just purchased from you guys on Nov 28, 2018. And Still Have no Resolution.
6. I’ve been very pleased with AT&T all these years, Till Yesterday. And Considering Switching Carriers.
Jessie Wilson very upset concerning the experience I had with getting my elder sister service transferred. Annie Davis moved from 1706 st Charles rd to 2321 s 14th ave. REP work order transfer her from 1706 to 1706 I was told they had to redo work order and reschedule. No service on Nov 30th_ resch for Dec 1_ still no service- my sister live alone do not use cell phone, only phone she have house phone. She had to go without any service from Nov 30th to Dec 4th? No one showed up on Mon 3rd as promised_ keep in mind this was a medical emergency. My mother in law died in that same house trieding to get her phone turned on for a medical device. Att gave her the run around also.
I've been trying since my July billing cycle (it's December) to get an early long distance package cancellation fee removed from my bill. At the time in question I did NOT have a special long distance package and was using the basic unlimited long distance service. When I change my local calling package (and both services have different contract dates which would conveniently cause a fee no matter when you cancelled service) they tacked an extra $56.33 to my bill. I have all of the bill and all of the rep. numbers and when I call back this week I'm cancelling every service and I wish them the best of luck collecting any sort or cancellation fees.
Received a spoof call from am AT&T number caller stated he was Sam Johnson with AT&T. Called AT&T and was directed to my phone service provider to block their number. (A service I have to pay for). Rep was rude, curt, and extremely unhelpful!
Yet another reason to NEVER use AT&T again!
AT&T has dug a hole behind my fence to put in a line on Monday, November 26, 2018. First off, I was not notified of the service that was going to be done regarding digging up my yard. The dirt removed from the hole dug has been piled up against my brand new fence and is weight bearing. It is suppose to rain today which will cause much tension on the fence on top of that making stain marks and rotting the fence. I had my fence raised off the ground with a kick board to keep from the dirt rotting the wood. The hole digging started about 3 weeks ago in the yard across the street from me and the only activity since that time has been twice. I would like the dirt removed today off of my fence. If this problem is not solved within 24 hours I will contact my attorney and take further action.
Your cooperation in this matter would be greatly appreciated.
2333 Baretta Dr
Mesquite, Texas 75181
Discontinued service package with ATT Uverse/directv. Returned equipment immediately and was then asked to prove it. Fortunately I had a receipt from shipper. I kept getting bills from AT&T but credits from Directv and called about confusion. AT&T told me to ignore the bills and they would send a correction. Instead they sent my account to collections. I have excellent credit and pay on time. The agent I talked to said it was documented that I called about the bills and was told I would get a correction. Now I'm told that the credit from Directv should have been applied to AT&T. You screwed up and now I have a ding on my credit.
I've been trying to get service for over a month now and AT&T is just giving me the run a round on this. We will have appointments schedule and then you can they don't show an appointment and the tech people do not ever call to let you know that they are own their way or running late to the appointment. At this point I'm sick of AT&T will not telling me the truth and treating their customers this way. I want this issue resolve because I left one service to join this service because people say that they have no problems but I'm having too many problems with this company.
My cable went out on 11/23/2018 and when I contacted AT&T I was given a date of 11/25/2018 for a tech to come out between the hours of 10am and 12 noon. I told the customer service rep, that I had to go to work by 1pm, she said she would place a note in the record. on 11/25/2018. I spoke with Mindy, Barbara and Stella, who all stated the tech was enroute and was held up on a previous call and will be at my apartment by 12 or 12:15. He did not arrive and I did not get a call from him until 1:39pm stating he was on the way. I was late for work and at work when I called. This is unacceptable for two reasons. One I take my work home and could not do anything on my computer because I had no service. Two, I have a job and it is very inconsiderate to think I should just wait on whatever time a tech decides to show up. It is not worth it. I no longer want the service and was told when I called to cancel by Tia, I would have to pay a disconnection fee of $300 dollars. She was not concerned that I did not have service and that no one arrived at the times stated to repair whatever the issues were, just that someone called me an hour and half after the scheduled time to say they were on the way, when I was at work. I have ATT service on two home addresses, and am going to cancel both. The customer service is not worth the headache, nor is the tech service working when they should. The communication is horrible. If al you can say to me is to "recap what they think they did for me" is most important than, AT&T missed the mark. I am not going to pay a $300 dollar disconnect fee when the service was not up to standard, and will fight it in court.
I have been trying for several weeks to get a resolution to a telephone number assignment fixed. I have been assigned a telephone number that apparently has been left open for a former person who had this number. I have experience numerous calls including group texts. And now apparently a relative of the previous owner of the number as put a cash.app request and texted to my phone. All of this has been alerted to AT&T twice before but nothng resolved. All they did was block certain numbers, but I have many others that continued to text. I have chatted with someone on line and talked to someone to the recommended number to call. Still no progress. I have been given the run around in the store as well.While I plan to visit AT&T again, I am filing this complaint because no one called me back, or they made ridiculous, not helpful information except to block out the phone.
We have called ATT customer support 4 times since June 2018. It is now November 22, 2018 and we called again. We pay on time and in full every month. We continue to get extremely poor service, no pictures, continuous error messages. You customer support people today Jeremy and Natalie were extremely poor in there help. Actually they did not help at all. Jeremy actually told me that he will not credit my account (since I am staring at a blank TV because we have not called every day about the problem. Again, we have called 4 times since June 2018. If that is not a consistent problem, I do not know what is. We have changed many boxes, HDMI cords (at our cost) and this does not permanently resolve the problem. Bottom line, we will change providers as soon as we can. Once again you have lost more customers.
Please do not email me and tell me "your sorry", I needed a credit on my account and Jeremy would not help with this. If your CEO received this kind of service, I don't think he/she would pay for the service. The right thing to have done today by Jeremy is give me the credit I was asking for, but he refused.
ATT did have good service at one time, but ATT must have needed to provide pay increases to its upper management so you cut corners and provide crappy boxes, crappy customer support and of course, we cannot forget you outsource everything to other countries.
I have been trying to get a static ip address for my Nighthawk LTE Mobile Hotspot Router (330-685-7775 / acct #: 287287665845) for almost 6 weeks. I began by contacting Mark Lorenz who after a week passed me off to Anthony Barile. Anthony passed me off to Robb Vandefifer who has been unable to provide me with the static ip I need. I've followed up with Anthony multiple times and contacted his Regional Director Mark Manriquez multiple times. All this has gotten me nowhere. I have a projected pending that depends on getting this device set up. I'm hoping someone at AT&T can help me get this seemingly routine task completed. Below is the latest email exchange that so far has gotten me nowhere.
From: Phil Stewart
Sent: Tuesday, November 20, 2018 3:24 PM
To: MANRIQUEZ, MARK A <MM7537@att.com>
Subject: RE: Update,
It has been almost 24 hrs since my last email and I've still not heard anything. Unfortunately, this has been a recurring pattern during my ordeal to get a static ip. I've received little to no help. What should have been a simple task has now taken over six weeks. Is there any way I can get this assigned to someone competent enough to take care of it without me having to check back over and over again. I'm hoping this isn't a normal level of customer service or that it isn't an indirect way of getting rid of me. My next step will have to be returning my device and going to another provider. I have a fiber circuit and 10 dsl lines with AT&T. I've never had this much trouble dealing with AT&T on any other issue.
From: MANRIQUEZ, MARK A [mailto:MM7537@att.com]
Sent: Monday, November 19, 2018 4:54 PM
To: Phil Stewart <Phil.Stewart@thekag.com>; BARILE, ANTHONY T <email@example.com>; 'Vandefifer, Robb' <firstname.lastname@example.org>
Cc: 'Lorenz, Mark' <email@example.com>
Subject: RE: Update,
Please update the client.
Mark A. Manriquez
AT&T National Business Select Markets
Office/Cell: 248 231 6119
From: Phil Stewart <Phil.Stewart@thekag.com>
Sent: Monday, November 19, 2018 7:40 PM
To: BARILE, ANTHONY T <firstname.lastname@example.org>; Vandefifer, Robb <email@example.com>
Cc: MANRIQUEZ, MARK A <MM7537@att.com>; Lorenz, Mark <firstname.lastname@example.org>
Subject: RE: Update,
No update today.
From: Phil Stewart
Sent: Friday, November 16, 2018 4:19 PM
To: BARILE, ANTHONY T <email@example.com>; Vandefifer, Robb <firstname.lastname@example.org>
Cc: MANRIQUEZ, MARK A <MM7537@att.com>; Lorenz, Mark <email@example.com>
Subject: RE: Update,
From: BARILE, ANTHONY T [mailto:firstname.lastname@example.org]
Sent: Wednesday, November 14, 2018 10:32 AM
To: Phil Stewart <Phil.Stewart@thekag.com>; Vandefifer, Robb <email@example.com>
Cc: MANRIQUEZ, MARK A <MM7537@att.com>; Lorenz, Mark <firstname.lastname@example.org>
Subject: RE: Update,
Phil I will follow up.
From: Phil Stewart <Phil.Stewart@thekag.com>
Sent: Wednesday, November 14, 2018 1:31 PM
To: Vandefifer, Robb <email@example.com>
Cc: BARILE, ANTHONY T <firstname.lastname@example.org>; MANRIQUEZ, MARK A <MM7537@att.com>; Lorenz, Mark <email@example.com>
Subject: RE: Update,
Still no static ip.
From: Vandefifer, Robb [mailto:firstname.lastname@example.org]
Sent: Thursday, November 08, 2018 3:35 PM
To: Phil Stewart <Phil.Stewart@thekag.com>
Cc: ANTHONY T BARILE (AIS) <email@example.com>; MARK A MANRIQUEZ <MM7537@att.com>; Lorenz, Mark <firstname.lastname@example.org>
We apologize for the delay, per my voicemail we thought the issue would be resolved today. We have escalated this issue again today. We need to get the addendum contract to you to get the IP added. Static IP’s are an issue on mobile devices to happen and they open them up for security concerns. We also know that in some cases they are needed. Our team is on this, I know you have heard that these last weeks. Please understand we will resolve this issues. We will continue to escalate this until it is resolved.
G. Robb Vandefifer
Telecom Technicians, Inc
Sent from my iPhone
HORRIBLE! I would give ATT ZERO stars!. This is the worst of the worst- with illiterate agents from the third world, with insufficient English, with no knowledge of simple things, not to mention their refusal to connect with an agent from US. I have absolutely slow Internet; my request to have a technician were unsuccessful ; I am charged fees, I have no explanation why; I complained written way- months ago- I never got an answer. Payment account info is not stored properly, my name is wrong and so forth! ATT, as Cox have monopoly in the area, where I live and I can't get out. My payment due date is changed all the times, I am forced to change my pass- all the time, I can't get medium intelligent person on the line to talk to! BOYCOTT ATT, IF YOU CAN!
November 1 2018 Called and cancelled wireless home phone. They didn't say anything about contract still in force. I thought it was over. 11/16/2018 get a new phone bill for $127.66. Not only are they charging for contract not ended but they also went up on my internet service from $30.00 to
$50.00. I guess they think everyone has a whole bunch of money. As a senior I can't afford those prices. Did they do anything to help me?.No. I think cusotmer service should tell people if their contract has not expired. I will never recommend Att to anyone. All they did was set up 2 payments for the bill. It is still going to be hard to pay second part of the bill. THANKS FOR NOTHING ATT.
I contacted your “customer service” 800 number, yesterday. The person I spoke to was a woman with a foreign accent, most likely Filipina. I was stationed in the Philippines for over 3 years during my 30 year career in the U.S. Navy. I’m a retired Chief Radioman. I was calling because we did not receive a paper bill last month. She told me she couldn’t access my account because their system was “doing an update”. I couldn’t get any help from her. She told me I would have to call back in 3-4 hours. Is this normal “customer service”. We have had DirecTV service since approximately 1993. II stalled the original system myself. We recently had a tech out that swapped out the LNB and switched our service to SWM because we were having problems with the “Guide” saying “to be announced” on a lot of channels. Before the tech arrive another rep from ATT arrived to try and get us to switch our cell service over to ATT. He said I should call and complain because we are not receiving a discount for being Veteran. I’m a bit upset at ATT. Since DirecTV was purchased by ATT our service has been anything but stellar. Besides not receiving a paper bill last month the programming leaves a lot to be desired. We are considering canceling our service and going with either DISH or another service i.e, Netflix, Hulu, PlayStation View. Etc. We might be interested in switching our cell service however with the poor customer service we’ve received in the past from ATT I doubt that will happen. Customer service seems to be sorely lacking on the part of ATT.
I placed my first call on October 12, 2018 to establish service. I had a installation date set. The technician came out and was unable to install my uverse services because under ground cable needed to be installed. A date was set for this and they did not show on the original date. A week later some one finally came and installed the underground cable. I set up another installation date for November 10th. They arrived and were NOT able to install my service because not enough cable was put down underground. NOW I have to wait until NOV 25 for them to come back out for the 4th time, to put more cable. This is not right, I feel someone should have already came back out to put more cable down so I don't have to keep waiting. I want cable and internet. This was AT&T mistake. I think this should be expedited and done immediately.
I called a week or so ago to try and lower my wireless bill. I was put on a unlimited data plan which is ok. However the next day I got a call from an Indian sounding woman. Who had my correct name and address. She said I could lower my wireless and direct tv bill to 99 dollars a month combined. First I needed to talk to her supervisor to get a promo code. An Indian sounding guy named "Brian"gets on the phone and says in order to get the promo. I had to purchase an Ebay gift card for 300 dollars to prepay 3 months. I could not use a credit card they would only take an Ebay card. He gave me this number to the "billing" department. 888 5882434. He also said I would also get hbo, cinemax and showtime free along with a 100 dollar visa gift card. The whole thing sounded pretty fishy to me and I didnt bite. I would rather change carriers than to run down to a store like Walmart to buy a gift card to activate a promo. I called Direct Tv since it was a combined bill. And the lady seemed to think it was a legit offer. I was transferred to an ATT. Department And the guy told me it was a scam. Anyway either you got hacked or its an inside job. I am concerned about my data. Please let me know how you will respond to this data breach. Actually this was the second time this happened in a month. The first one wanted an Amazon card wih 300 dollars.
there are wires that has dropped from my house and is hanging over my driveway. I have called att on Monday the 12th of November and was told some one would be at my resident between 8am and 8pm on Wednesday the 14th. I informed the person I spoke with that I have grandchildren and needed the problem resolved. I have had alabama power and my current cable company come out and they both said the wires belong to att..I called back to att today and they said someone would call me within a hour and give me an update. well, it has been more than an hour and no call. again the problem need to be corrected so no one will possibly get hurt. please have this problem correct soon as it would be greatly appreciated. my cell # is 205-585-7863 and home # is 205-791-0717. thanking you in advance for help
Customer Service and Billing. I was a long time AT&T customer until August/September 2018. The reason is because I paid off a phone purchase early and my bill WENT UP! I ignored it the first time the bill came out, but after the second bill was even more, I called Customer Service to inquire as to WHY? Naturally, I had the irritation of speaking to someone that had no clue. But could offer me "it's a late charge for the previous bill" (because I was waiting for a corrected bill) to "an increase in taxes" (my area taxes didn't go up). I requested a supervisor. No available supervisor at that time, but was assured someone would contact me. I got tired of waiting and switched providers, and quite frankly, forgot about it. What does AT&T do? They can't call me back but they sure can turn over a $84.81 bill to a collection service! Prior to purchasing a phone, my monthly bill was $55. No one could tell me why the increase and when I quit service, I was only ONE WEEK into a new billing cycle! I chatted online with customer service today and neither Jovan nor Kharmelyn (Supervisor) could offer an explanation for an increase in the bill, but was quick to tell me it was turned over to collections because I didn't pay the bill. AND STILL NO EXPLANATION OFFERED FOR THE INCREASE! And still don't know if it will be taken off my credit report! Pitiful service and not worth the aggravation. But I intend to tell everyone that is online how badly I was treated.
My ATT Home Gateway Modem was acting up. Several keys functions weren't working an just about everything over the wireless network was being dropped regularly. It was difficult to stream anything over the wireless network and my wife who works from home was having a hard time stayhing connected to her job's VPN because of the wireless problems.
I contacted ATT customer service and the technician ran some test remotely and said that my modem needed to be replaced. She indicated that she had created an order for a new modem to be shipped to my house and that it would arrive in two - three business days. A week later, the modem had not arrived. I called AT&T and was told that the order had been cancelled, but no one knew why. No one a AT&T called me, texted me or emailed about the change in the order status, they just simply forgot about me. When I called back, they told me they would get the modem reordered, but the tech was unable to get "their" system to place an order. I was told that the "back office" group would take care of the problem and that I should get the new modem in 2-3 business days. Well of course, AT&T didn't get a new modem ordered and no one from the company called me to let me know that they were having problems with their systems. I called back several more times and every time I experienced the same level of ineptitude. No one at AT&T could place an order for a new modem for my account. After nearly two weeks of this ridiculous treatment, AT&T convinced me that the only way to get me a new modem was to have a technician come to my house. We set up a schedule for AT&T to arrive at my house between 8:30 & 9:30 AM on monday.
When Monday arrived, I waited for them to show. At 9:15, I received a message from AT&T which said that they were sorry they had missed me.
I thinking "what are they talking about", I've been setting here looking at my front door, with my phone in my lap waiting on the AT&T tech. No AT&T came to my house that morning and no one called or texted me either. In the days before my scheduled appointment, I had to confirm the appointment at least two times, yet they still don't show up and then act like it was my fault.
I called AT&T to find out what was going on, and I was given the story that the tech had come by my house and left because I wasn't at home. When I told the AT&T rep, that the tech was out right lying because I had waited for him all morning. The AT&T rep then changed the story to say that the tech had called me and that I didn't answer. That was also a lie. I urged the AT&T rep to look at my and the techs phone records to prove the tech's claim that I didn't answer the call was a lie. The rep gave me an excuse that the tech probably used a "personal" phone and they wouldn't have access to his call log. I again encouraged the rep to look at my call log since my cellular service is with AT&T. Again the rep had an excuse and replied that there wouldn't be a record if I didn't answer. We all know that was another lie as my phone log has a record of all my missed calls. Additionally, why would the rep hang up before my call was picked up by voice mail???? and then not leave a voice mail message.
If the truth be known, I'm sure that tech just didn't get around early enough that day to make my appointment. His/Her approach was to tell dispatch that I wasn't home and essentially blame the customer. AT&T set up another appointment for 12 - 2PM that day. Of course they didn't make that appointment either. Finally a 3rd appointment was arranged and a tech showed up around 5PM. That tech told me that it wasn't necessarily uncommon for techs to lie about missed appointments to their management. It seems to be a well know "secret" within AT&T that techs miss appointments all the time and blame it on taking longer than expected on the previous appointment or just out right not showing and then lying about the reason.
When my equipment and system is working, I like the service. However, when it is having problems, I dread calling AT&T for support because it ruins my entire day and sometimes my entire week. Most (not all but most) AT&T customer support reps don't sound professional or eager to help. It appears that AT&T contracts out lots of the customer support work to companies that are not well monitored by AT&T. I have called customer service before to hear what sounds like a party going on in the back ground with so much noise that I can't even hear the representative. Sometimes, I just hang up and keep calling back until I finally reach someone that sounds professional.
This last experience is making me seriously consider cutting the cable cord. The fact that I have TV and internet together makes it harder to switch between providers. Because there is so much equipment to install and remove, I don't like switching. However, if I go cut the cable cord and just go with internet service, the only thing that I have to change is the modem. Streaming seems like the way of the future and AT&T is aggressively pushing me over that cliff. I am at the point that I am going to purchase a streaming service to see how it goes. If I can live with, then I'm dropping the cable and AT&T and just going with the cheapest provider and changing every time I get lousy customer support.\
Regards, Cecil Woods
My phone line has been down for days. This has happened before. Why don't you do your damn jobs? I have called my congresswoman about this. I am a 100% Disabeled Veteran from injuries in Iraq! I need this phone system to work! Who is another service for my area. I will look into this and change A.S.A.P.!
I have several complaints. The most recent is that while on a Caribbean Cruise I paid $50 for both my phone (850-509-0118) and my wife's phone (850-694-6641) to have voice and text. I received information on how to turn off data, which I followed. My wife's phone was billed $250 for the first 4 days of the trip and then billed some unknown amount for the last 3 (approximately $175). Her data was turned off and when I complained I was told that regardless of what AT&T told me, it was my responsibility to ensure no data made its way to my wife's phone. After the first $250 charge was made and I received no satisfaction from your service person, I checked to ensure I had no contract with AT&T and then I switched to Verizon. I have other AT&T complaints which I will identify later. Then on 9 November I received an email saying I was being charged $277.80 and told to click on "sign in" to see the bill. Of course I could not get to see my bill because my account was closed. I spoke with some person at your 800-331-0500 number who said that $277.80 was the bill and that was final. She also said that I was sent a bill via the post office to my house. That is not the truth either. I have not received a bill, and any reputable organization would not bill someone without a bill...but therein lies the complaint. You took advantage of my permitting you to use paperless billing by posting this charge to my American Express account without providing me any information on what the charges were for. I still have not seen a bill. Although after the bill was posted on Amex, your email said I could sign in to view, but would not allow me to. It said it was sending a verification code which was never received.
Other problems with AT&T are: Insufficient coverage (for example, at the airport when flight was canceled, I could not place a call from the gate area): voice mails would appear days after being left, text messages received out of order.
You have convinced me that I am not safe permitting any AT&T organization to bill me paperless. Therefore at my earliest opportunity I will also leave Directv, which unfortunately I have no complaint with except that they belong to AT&T.
My Mother and I have been AT&T customers for several years; she lives in Arizona and I, in Washington. Before she came to visit me in Spokane for Thanksgiving, her smart phone was stolen from her purse while shopping. She reported the theft - by phone to AT&T, and they told her that they would lock the phone and send her a replacement within the next couple days. It was nearly two weeks before she left on her trip, but the phone never arrived... I told my mother that we would take care of things while she was visiting.
So, yesterday I took my mother to an AT&T store in Spokane. It was early afternoon and we had to wait for someone to help us. Initially there was a young guy who appeared to be training (later, he left to help other people) and a woman whose name tag read "Tina". My mother is older but very sharp and understands what is going on... she was trying to explain the situation and find out her options while I stood by quietly most of the time. I will say up front, Tina was disrespectful and rude to my mother. She said "I've never heard of any AT&T doing that" when we mentioned the replacement phone. Then when my mother leaned in as they brought up the records of the call, she said "Oh, this is all legalese, you wouldn't understand it". She spoke extremely condescendingly and cut her off with a very loud and unkind tone the whole time.
When I had heard enough of this, I asked Tina "What is the principal balance owed on her phone?", because I wanted to end this and go talk privately with my mother about her options. Tina told me the balance, and from that point on, if my mother asked a question or responded in a thoughtful way, Tina would quickly answer, then turn to me and ask if I understood and could I explain it to her later.
Tina's behavior was beyond disrespectful, rolling her eyes and making quips about us to the next customer as we walked out of the store. I wanted to turn and scold her for being so awful, but I saw it as a loosing battle and left.
I have over 5 years of experience in customer service, and if I had ever seen this type of behavior with any of my trainees, they would be given re-training and their first warning, leading to termination. What Tina didn't know is that although my mother is older, she has worked for in a variety of city government positions, customer service, billing and with computers, and though she acted oblivious, she was very hurt and embarrassed by this treatment.
I am recommending to her that she should cut all ties with AT&T at this point... as I will be doing.
charged for 6 months and never used this service those six months. moved out may 3rd 2018 told to cancel was never canceled as told charge may,june,july,aug, sept.and oct. $146 each of these month. moved away may 3rd paid and I wasn't living. want this money paid back to me. will contact lawyer if not paid back to me. telephone acct under 601 575 2200 moved away last may and never used service. but was charged for all those months. 6 months charged and didn't live there those 6 months. want money back. lot of money when I never had used service and still not living there. you had been told to turn off in may 2018 and it was never turned off. this is not right. so pay me back those six months. phone no. now 419 455 5868 moved from 300 n Decatur st union,ms 39365 last may now living at 849 n water st apt 106 tiffin,ohio 44883 send money back!!!!!!!! cora garvin
About 3 0r 4 times per month I get a charge on my cell phone for time that I have NOT used. I admit that I am a very low volume user (479-721-3059) My phone is a flip type. I do not text. I use this thing for emergency type communication. I am about to have it shut down as I am tired of getting charged for time that I do not use. We do not use our phones for any internet or other stuff. I called your 800 number and reached a person that sounded like they were from India and I could hardly understand her. She insisted that the charges were for text messages. I do not receive Text messages except from At&T, so if you are charging me for that then stop sending me your stupid messages. If I cannot get this fixed then I will stop using it. I went without my cell for a bit over 2 weeks and did not miss it at all. Ether this will stop happening or you will lose a customer that has been with you for over 14 years. I expect a reply from someone who lives in the USA and speaks so as I can understand them. Thank you. Perhaps you might have picked up on the fact of my total dissatisfaction with your billing practices. I am old and cranky. but people like me pay your wages, we are called customers. Without us AT&T will not be. Thank you for taking care of this, Grant C. Rowell
I called to have a jack installed for our AT&T internet and Direct TV on the other side of our living room so we can change around our TV. The person told me that they could do that and it would cost $49 plus some taxes and $5.00 for something, I don’t know what. They called it Use Tax Adjustment. Why do I have to pay for Use Tax. So the install was scheduled for the next day between 8 AM and Noon. An installer called at 11:10 AM and said that he would be filling in for the original guy but couldn’t make it until 1:30 or so. I called my husband and told him and he wasn’t happy so he called customer service but couldn’t understand the rep because they didn’t speak understandable English. Meanwhile I got a call back from the installer who said the the appointment that he was on got cancelled so he would be over in about a half an hour. He got here ant told my husband that he was from Direct TV so couldn’t do any with the internet cable and proceeded to drill a hole in the floor for the cable and not install a jack because that would cost more money. He left and that evening I called the Direct TV phone number to explain what happened and she told me that I had to talk to someone at AT&T and transferred me. Talked with a very nice lady who understood and wanted to reverse the charge and start all over but couldn’t do anything because she was from AT&T and the charge was from Direct TV. I needed to call Direct TV and explain to them. Ugh!!! Soooo, I called Direct TV and explained again and she told me that as far as they were concerned the job was completed so she couldn’t reverse the charge. I told her that it wasn’t done they way that I requested, but she could care less and pretty much told me “too bad so sad”, I hung up!!!
Att technician will not return my call. His number is 314 740 9896. I am going to change to another provider unless I get action! Dave Scrivner St. Louis mo
I have a home in Cleveland TN and was considering changing my service there to AT&T for television and internet. When I came to my cabin 50 miles away and turned on my TV which is provided by Dish, I saw where there was a blackout by AT&T. It seems like the general public gets hijacked by big companies like AT&T on a daily basis. Of course when you have the controls, I suppose that gives you the right, Needless to say, I will not be switching to AT&T after this. Some things are just wrong! It is a shame that greed always controls companies decisions. This is the polite way of telling you what jerks you are.
AT THE END OF 2017 I WAS CALLED AND TOLD IF I DID NOT LET AT&T INSTALL FIBER SERVICE TO MY BUSINESS (JOHNSON LASER WORKS @ 3406 HWY. 2 BONIFAY, FLORIDA) MY BILL WAS GOING TO GO WAY UP. I AGREED TO LET THEM INSTALL FIBER OPTIC SERVICE TO MY BUSINESS. IN MARCH 2018 THEY INSTALLED THE FIBER AND TERMINATED IT IN MY OFFICE, AND FIVE (5) MONTHS AGO I RECEIVED THE EQUIPMENT TO FINISH THE CONNECT TO MY EQUIPTMENT IN MY OFFICE. FIVE WEEKS AGO TOMORROW A TECHNICIAN CAME HERE AND AFTER ABOUT 2 HOURS SHE STATED SHE WOULD HAVE TO HAVE HELP INSTALLING THE EQUIPTMENT.
SHE SAID SHE WOULD RETURN AND HAVE SOMEONE TO HELP HER. SHE LEFT AND I HAVE NOT SEEN ANYONE SINCE THEN.
SIDNEY M. JOHNSON SR.
JOHNSON LASER WORKS
I called a month ago to get my mother's phone moved to her room at assisted living in newnan georgia. Her number is 770 area code. I was told that she would have to get a new number because that was a different area code. I told them that the phone 10 feet from her room was a 770 number. The very rude man just read me a phone number. I said what is this for and he said call it if you have a problem. He was very rude and short with info. I called the number and they said I couldn't keep the number and tried to sell me a cellphone. I told them to forget it. I did some checking on cellphones from my Verizon plan and was about to get one but decided to call AT&T again. The very nice and polite gentleman said no problem. My mother now has a phone with the same number she has had for over 60 years. If any supervisor had heard the conversation with the first man he would be looking for a job.I wish I had the second man's name. He was very nice. The first one needs to be fired.
Very disappointed Vendor "Enjoy Dallas" represented AT&T at State of Texas, promised me a great promotion deal if I switched carriers I would receive a $250.00 gift card that could be used to pay towards my balance on TMoible or anything I wish to buy with it, so I left Tmobile with the promise I would receive promotional item, only to find out by the Local AT&T store that promotion was only for bundle accounts, then to find out "Enjoy Dallas" they only deliver the phone to AT&T new customer on your behalf per rep at AT&T store, "Enjoy Dallas" falsified information, if I would have known I would nNOT have moved to AT&T and now I am stuck with an IPhone 8 from Tmobile. I would have waited to switch over, as AT&T is a much better carrier but again disappointed with the false information supplied. I have attached a copy of my receipt showing new purchase at State Fair of Texas that lists that companies phone number.
We continue to have limited phone service for the last 2 years. We had to contact corporate offices last year because of this same issue.
We live at
155 CampbuckTom road
Rockwood Tn 37854
We have had limited phone service for 2 weeks
And NO PHONE SEEVICE for the last 2 days.
Please check into this
On August 24th 2018 my wife and I derided to porches two new I phones and switch carriers from Verizon wireless to AT&T wireless since we already had AT&T Uvers and were told AT&T wireless had better service here in Florida. Well since the first day we have had the plan we have nothing but issues with drop calls inside and out side of our house that is located in Saint Johns Florida Zip Code 32259. I have spent hours of my time trying to resole the drop call issues by calling And talking to people that have I believe have tried to resole the issue. I have been to two different stores Best Buy and AT&T store and they admitted the service is bad in the location I live at. The AT&T store even new the area before I told him the Zip Code. What I cant understand is how is it that when I was offered the phone service at Costco no one advice me of bad service in that area. I would have stayed with Verizon instead of switching to AT&T. All of your dealers regardless of what store should inform the costumer of bad connection in areas they know the service will not work. In talking with your loyalty rep she told me their was nothing she could do for me since the phones need to be payed off to cancel my service. If you cant help me with the issue I should not have to pay for something I cant use. Please let me know how we can resolve this problem.
This compliant involves a att service truck in down town Mansfield Texas 76063. At 4:45pm on 10/22/18 I was walking in a designated cross walk with the proper arrows and was nearly hit by the service truck.
White Male drive with facial hair.
White Ford Pickup
I was half way across the street and clearly in the cross walk area with the proper arrows. Drive looked directly at me and did not even try to swerve or break. If I had not jumped sideways he would have run me over.
This could have been a deadly situation.
John C. Amodei
I have been trying to have my 95-year-old mother's landline transferred to an assisted living facility. I called a week in advance to request the service for Monday, Oct. 15th, then waited all that day for the phone to be connected, but absolutely NOTHING WAS DONE.
So, I called the next day and was told a new order had to be placed and that we would have to wait THREE MORE DAYS until Thursday, Oct. 18th. Once again, the day has come and gone, but NOTHING HAS BEEN DONE. The phone is not connected to my mother's new address, and I really have to wonder if a Transfer Order means anything at all.
This has caused enormous inconvenience to me and my elderly mother, who has not been able to move into her room as she cannot be left without access to a phone. If I could give AT&T negative stars I would do so. This is absolutely the worst experience I have ever had with a corporation--and it still isn't over...
Agents in the chats and on the phone are clueless! only one agent was able to track the package and told me that it was on the way. but after two weeks of no confirmation text saying they got the iPhone i think he was lying. besides, no other agent was able to actually track or give me any information about the trade in iphone lost in the mail.
I send the Iphone back on 9/24/18 I upgraded using the Next program like I do every year. and with the new phone i got the printed shipping label to send the old Iphone back. I lost the tracking number and At&T who printed /issued the label claims that they cant track the package without that number. I went to USPS and they told me that some other Currier Like Fedex usually pick up those packages so they can not help me either!
I do have the IMEI number 359405081036657 and the serial number G6VVLJ56JCL9 OFTHE IPHONE X that is currently "lost"
if At&t charges me for the Iphone I will call the police and report it stolen because If I end up paying for it i want it back. I will switch my 3 iphones to Verizon.
I will also report the IMEI on the IMEIproinfo.com as stolen.
I have gotten 3 phones in 2 months, same phone( iphoneX )and the 3rd phone is not doing what they said/promised me
it would do and they will not allow me to do my upgrade with a phone that works, I just do not think that it is fair that I have purchased a $1000 cell phone that I am unable to use it for what I bought it to do and At&t refuses to help me in any kind of way saying it is not their problem take the phone to Apple? it is not defective, it is not doing what they claimed it would do in the store, and if they would have told me that in the store then I would have chose a different upgrade option, I have been with AT&T for about 7 or more years and never had a problem until now I had to go through so many people and still got nothing solved and they were so rude and continued to read from what seemed like a script, even started a chat with a supervisor named Miguel in the loyalty department and he stopped chatting with me and left the session?? that was unacceptable to me there is no way a customer should be treated this way and I am a very, very, very unhappy customer!!! this is one of my 2 hour long chat sessions I had with Jason and Miguel below....... and the phone calls were no better! ridiculous!!!!!
Tammie Fuller <email@example.com>
To Fuller Tammie Today at 2:37 PM
Agent: Hi, I’m AT&T’s automated virtual assistant. How can I help you today?
Customer: Loyalty department
Agent: <span onclick = "window.inqFrame.Application.sendVALinkClicked(event);" >So I can assist you further, please select a product I can help you with: <ul ><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "95f50147-a846-4e03-933e-0ce40fafa4e8" href = "$~~$636753017018257024$~~$#" >Wireless</a></li><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "4048f4ea-71e9-462f-94b4-c89fca1cd3bb" href = "$~~$636753017018259840$~~$#" >AT&T Internet</a></li><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "5cd13887-1114-4adc-bcba-91c1cf11095d" href = "$~~$636753017018261760$~~$#" >U-verse TV</a></li><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "56a5031c-ed08-4e4c-8501-a8fc44b839b2" href = "$~~$636753017018263424$~~$#" >DIRECTV</a></li><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "a4cb3f43-cc0e-40e8-8f9d-7da21cf5caac" href = "$~~$636753017018265088$~~$#" >DSL</a></li><li ><a data-vtz-link-type = "Dialog" data-vtz-jump = "f2541f31-dcee-4f91-8016-7f2720788aba" href = "$~~$636753017018266624$~~$#" >AT&T Digital Phone</a></li></ul></span>
Agent: <span onclick = "window.inqFrame.Application.sendVALinkClicked(event);" >Got it. Please tell us your first name.</span>
Agent: <span onclick = "window.inqFrame.Application.sendVALinkClicked(event);" >Thank you. Please wait as you are assigned to the next available specialist for cancellation requests.</span>
Customer: If I return my phone and cancel with you guys could you tell me what I would owe please ? Thank yoi
Agent: Hi! My name is Jason. I'm happy to help! Please give me a moment to review your request.
Agent: Thank you for waiting Tammie. I hope you're having a great day. Just to make sure I got your concern correct, you want to know the amount to cancel your account, am I correct?
Customer: Yea please
Agent: I'm sorry to read that, however I can help you to provide that information
Customer: Thank you and do guys have a remorse program?
Agent: The buyers remorse program is able to be used under the first 14 days of purchase of the devices.
Customer: I’m on my 3rd iPhone X and it is not working like my 7plus did I’ve only had this one for 2 months can I get a different upgrade?
Customer: Not the iphoneX
Agent: Let me check your account first, could you please give me the account number and passcode, you can check it on MyATT.com/Overview
Customer: Yea I did that all day yesterday without any satisfaction but I’ll let you look over the account.. thank you
Agent: Thank you for your patience on this, in order to be able to cehck your account I need the account number and passcode
Agent: Thank you
Agent: the passcode can be checked on MyATT.com/Overview, let me know once you get it
Customer: Are you wanting me to look at it?
Agent: Yes Tammie, is the way I'm able to pull up your account in my system, with the account number.
Customer: I’m in my account
Agent: Perfect, as you're in your account, could you please check the account number there?
Agent: Appreciate that Tammie.
Agent: Thank you.
Agent: One moment please.
Agent: Thank you.
Agent: I'm going to send you a one time security pin code, may I have teh best phone number fro you to get it?
Agent: Can I have the pin?
Agent: Thank you.
Agent: One moment please.
Agent: Let me ask you a few questions to make sure I have the info to help with your request.
Agent: May I know what happened to the device that is not working?
Customer: It crashes my work apps and links
Agent: I see Tammie, and you contacted tech support yesterday to know the reason why device crashes the apps?
Customer: I’ve spoke with everyone in every department with no help no one seem to bothered with my problem at all...
Customer: I would just like to give the phone back and get away from this lease or get a phone that I’m happy with?
Agent: I see, it seems the line is covered under warranty until 8/2/2019. To be honest, I'll use the warranty as this is not a damaged made in your own, it seems is more like the device is not holding the usage of the apps.
Customer: I’m not sure but the phone has no damage at all I’ve had it less than 2 months
Customer: I would love to use the warranty or whatever I need to do to get it solved
Agent: In that case I highly recommend you to use the warranty as it seems a software damage, in that case I recommend you to call apple care. May I know if you tried to restore the device?
Customer: Yes I have hard and soft
Customer: Apple said that you guys would have to take the phone or buy it back or whatever and the. They will supply a new phone but they’re not going to pay for this phone do att and a new phone for me?
Agent: I see, in that case as this is a software damage I recommend you to contact apple care as the line is under warranty until 8/2/2019
Agent: Let me double check that, just to confirm, Apple told you ATT has to buy back the phone and they give you a new one?
Customer: How do I send you guys this phone ? That’s why I need the amount that I would have to pay because I am going to a different carrier as well?
Customer: Yea they did
Agent: As I shared with you the 14 days of purchase it can be returned, in this case Apple must do a replacement of the device for the same installments if you claim a replacement with apple care
Customer: I’m just going with someone else if you could please give me the amount to cancel this contract and send the phone back?
Agent: The amount to cancel the contract will be the remaining installments on the devices that is $2,323.30
Customer: The phone doesn’t cost that much? I only have 1 phone?
Agent: It seems you have one line reserved, the 0844 line
Customer: I was getting another line but I am not I will just do that with Verizon
Agent: One moment please.
Agent: May I know if you accept term and conditions of that line?
Customer: No I did not
Agent: In that case I recommend you to reject the terms and conditions, in that way the line and installments will be canceled for the reserved line. For the iPhone X will be $1,073.31
Customer: And when I return the device how much will I owe ?
Customer: Could you tell me how long I have been with att?
Agent: As are the remaining installments charged in your final bill, you don;t need to return the device. My system shared that the account is active since 2010
Agent: you don't*
Customer: I’m not paying for a phone that I can not use? I am returning it and just go with the other company?
Customer: Why would I have to pay for a phone I am returning to you?
Agent: As I shared with you the buyers remorse option works on the first 14 days. If you cancel the account you receive the remaining installments charged on your final bill and you can keep the device as you receive the charge for the remaining installments.
Customer: I understand that but within 2 months I’ve had to return 2 of the phones why would you guy not take this phone back due to it took me 1 months to get one that would even start working somewhat?? As being a loyal long customer?
Customer: I’ve never had so much trouble with getting a cell phone that worked before this is the 1st time and this is making me miserable!!
Agent: I'm just giving you the information of the processes, what you can do in that case is get the remaining installments charged and go to ATT store if they buy back the phone.
Customer: Regardless I’m not paying for a phone I’m unable to use?
Customer: So how do I go about returning the phone?
Customer: I will pay for early termination or whatever but not for a phone that I can not even use for what I bought it for?
Agent: Let me explain this better
Customer: I understand what your saying
Agent: You can return it if you want, however as you're paying the remaining installments of the phone to cancel the account. The phone will belong to you
Customer: I’m not paying for a phone that I can not use??
Agent: I mean, you can return it, however I'm not sure if they will send it back to you
Customer: Why would I pay for a phone that is no use to me?
Customer: So as me being a loyal customer you guys will not allow me to return this phone for a phone I could use?
Agent: Because is a legal commitment for the device, and the system will generate that charge, if you want as the device is not working, you can replace it with the warranty
Customer: I’ve had 5 lines at one!
Customer: Apple said that I had to return it you guys and then they would replace it?
Agent: I'm giving you the proper info regarding the process, the warranty is managed by the manufacturer
Customer: Can you see in the notes where I got the run around with this phone? I’ve had 3 that will not work and every one keeps sending me to someone else?
Customer: For 2 months!
Customer: Could I chat with a manager I understand the procedure but I can’t help that everybody is giving me the runs around with the phones!
Agent: I'm really sorry you went into this for a long time, however the ones that can replace the device under warranty is Apple Care.
Agent: One moment please.
Customer: Thank you
Agent: You're welcome. I'm discussing with my manager and as we manage the same tools and the same information, the option for you to get a replacement is with Apple Care
Customer: I understand that I am saying that everyone at the att Corp store assured me that this 3rd phone would work and it doesn’t do what they said it would do and I think I should get my upgrade option back to replace this phone
Customer: Because they said with no doubt hopefully this one would work!
Agent: As the line is advanced on installment's the system won't be able to apply a new upgrade on that, I completely understand your point, and makes sens you are frustrated as you thought it would work, to be honest, the best option for you is to contact Apple care and replacer it.
Customer: They told me I would have to contact you guys for an override on the upgrade option to replace it?
Customer: This is what I mean this is why it is past my 14 days!
Customer: So now I am stuck with a phone I have to pay for that I can not use it for what I bought it for?
Agent: I was working with my support team and they told me the same, it must to be applied for Apple Care, they replace the device having the same installments.
Customer: I have been to Apple 3 times they told me that you guys would have to take the phone back for me to upgrade?
Customer: So if I am stuck in the middle what do I do ?
Customer: I’m really frustrated at this point I just need someone to over ride my upgrade option so I can get a phone for what I need it for ... please
Customer: They did an override for me to get the second unworkable phone!
Customer: This shouldn’t have to be this hard!
Agent: I would love to do it Tammie, believe me I would love to do it from here, but the system doesn't allow me to override the installments as are advanced on the 3rd payment, I'm just giving you the information of the procedures to replace the device.
Customer: They did it on the second phone
Agent: May I know when did you get an override?
Customer: Which did not work either!
Agent: I understand.
Customer: On the second iphoneX I got all this witih 1 months and the still does not work
Agent: Let me check the notes again.
Customer: For what I need it for after they said it would!
Agent: Let me check the notes
Agent: One moment please.
Agent: Could you please give me the confirmation number of the override?
Customer: They did it the store I have no idea what it was???
Agent: From here I need all the confirmation of the processes, if you got that override at the store I recommend you to go to the store to get the process they did before
Customer: It was when we did the second phone because once again they sent me to apple and apple sent me back to the store!
Customer: They were on the phone with you guys?!
Customer: Why can you not see that information in the notes as well?
Customer: It’s only been 2 mo this?
Customer: 2 months!
Agent: Let me double check
Customer: Is there a manager available I really need to get this resolved ASAP and I’m sick of the run around?
Agent: As I shared with you, my manager will give you the same info as they manage the same tools
Customer: Ok well I need to chat with someone that will help me resolve my problem
Agent: One moment please.
Agent: I'm discussing whit manager about your concern.
Agent: My manager is working with other case, please bear in the chat
Agent: Thank you.
Agent: Please give me a few minutes while I look into this.
Agent: Thank you.
Customer: Do you know if too will be an all day event as well?
Agent: My manager is preparing the system to take your concern now, please bear with me.
Agent: Thank you.
Agent: Just to recap, you chatted to override the installments of the device that is not working, I've shared the options to replace the device with the warranty with Apple Care and the amount to pay off the phone to cancel the account, now my manager will take your concern.
Customer: Thank uou
Agent: Good afternoon. I'm Miguel manager on the floor. I can see you were transferred because you want to have the installments removed, due to is not working. Am I right?
Customer: Yea or my upgrade option back
Agent: Well, this case is a warranty. You have to go to Apple and change the device. Your equipment has a warranty covered by the manufacturer.
Customer: The phone is not defective the 1st phone was saying it was stolen or something that I received from a corporate store, the 2nd would not charge and now the 3rd one is not downloading my apps correctly or how I need them to, so I went or Apple because the Corp store said to and Apple said to bring it to you guys and now I’m getting the same from you guys? I don’t understand why can not send this phone back and get my upgrade option back because I’ve been with you guys for a long time and I’ve never had an issue like this concerning getting a working phone?
Customer: Now I have to pay for a phone that I’m unable to use?
Customer: That’s not right and it’s not my fault that I’ve gone through 3 phones and none of them were working properly and it’s only been 2 months with 2 phones!
Customer: 3 phones
Agent: No worries, we help customers. When you want to return a device you have 14 days Buyer's Remorse. If you are out of that period, the Apple warranty is going to cover.
Agent: In this case you will be cover by Apple. All Apple devices have warranty.
Customer: But they are sending me to you guys they will not upgrade or exchange my phone until you guys take this phone back!?
Customer: So now what am I to do to get a phone that works the way the store PROMISED would work?
Agent: Are you sure you went to Apple? They always help you with that. That's the Apple warranty.
Customer: Yes 3 tmea
Agent: Please go there, and talk to a manager. Your device is an Apple, it has warranty directly with Apple.
Customer: Are you guys serious?
Agent: Sure. And we work with serious device providers.
Agent: They have warranty.
Customer: Why can you guy not give me my upgrade option back and take the defective phones that I am getting from your store?
Agent: Because the have a manufacturer warranty. That's the way we work with our device providers.
Customer: I live 45 mins away from the Apple store and i have been the 3 times this is horrible and I don’t understand if I got the phone from you guys why can I not return it to you?
Customer: There is no problem with the device other than it not downloading the apps I need for work like the att store said they would??
Agent: The first 14 days, is the Buyer's Remorse period. After that you are covered with manufacturer warranty. Apple will cover the warranty.
Customer: So what about the 2nd phone? I returned it to the store and they gave me the 2rd one that is not working like they said it would?
Customer: 3 phones in 2 months , really?
Customer: This is ridiculous how I have been a loyal customer and unable for you guys to fix this problem!
Agent: I see your point. However, our devices are covered by the manufacturer warranty. That's the way to do it.
Customer: Ok that’s fine I don’t have time to continually go to the Apple store that is over 40 miles away from me?
Customer: All I need is a phone to do what I need it to do
Agent: I see your point. However your device has Apple warranty. That's the way to do it.
Customer: Ok but I’ve been there for them to tell me that you guys ha e to take the phone back because it’s still in working condition!??
Customer: I’m still stuck in the middle when I know you guys can do the upgrade over ride like on the 2nd device o had that was defective
Agent: We only take devices back on the 14 days Buyer's Remorse period. After that the manufacturer warranty will apply. Your device is Apple, it has Apple warranty.
Customer: So why is so that you guys promised me this one would work and that is not happened yet
Customer: I understand that but this is Phone #3
Customer: No 1 or even 2
Customer: 3 in 2 months! I could’ve kept my old phone and been fine but I was talked into an upgrade/ cordless charger and a faceplate!!
Agent: We promise our devices work, if they have some issue, it will be covered by the 14 day Buyer's Remorse period. After that period it will be covered by the manufacturer warranty. Your device is Apple, it is covered by the Apple warranty.
Customer: Ok got that part but what am I to do when they say they can’t do anything about a promise that was made by att that the phone would work the way I needed it to and it doesn’t?
Customer: The second phone was after 14 days??
Agent: If your device has any issue; they will cover that.
Customer: This is all to much! I just need you guys to tell me how to return. The phone because I’m not paying a phone I can’t use and how to get out of this contract with you guys so maybe I can get help with people who car and are loyal to loyal customers
Customer: The devise is not defective it is not allowing the apps to download!
Customer: The ones I need to work like the store said they would!
Agent: You can only return the device in the Buyer's Remorse period 14 days. Now it is about warranty, it will be covered by Apple.
Customer: I did that!
Customer: And the only reason it has been this long is because att and Apple are sending back forth!
Agent: Actually. You can return the device only in the 14 day's buyer's remorse period.
Agent: With us you can return the equipment in the Buyer's Remorse period.
Agent: After that it will be manufacturer warranty.
Customer: So should have 28 day emotes period between the 3 phones or morw
Agent: It is only 14 days.
Customer: Per phone!
Agent: Per the first one.
Customer: It’s not my fault that I am getting the phone from the store!
Customer: Corp store!
Agent: After that will be manufacturer warranty.
Agent: All our phones have manufacturer warranty.
Customer: Well if you the manger I need for you to fix this issue or get me to someone who can
Customer: Thank you
Agent: Only Apple can.
Customer: Well Apple said to return to you guys been there did that I’m not dealing with this any longer
Agent: You can only return it in the 14 days Buyer's Remorse period.
Agent: Now is Apple warranty.
Customer: Please get me to someone who can help me solve this issue it has been 2 months and I am not able to pay for a phone that is useless to me I should get what I pay foe’n
Agent: It will be Apple.
Customer: Ok let please speak with someone who can help me within att
Agent: Only Apple can.
Customer: No way I should have to have had 3 phone and non of them work no way’n
Customer: No I received the phone from att so I need to speak with someone there!
Customer: As per Apple!
Agent: I'm sorry for reading that. However it is manufacturer warranty. You have to talk to Apple.
Customer: Ok I need to speak with someone over you if you don’t mind
Customer: Thank you
Customer: There is no way anyone paying for a $1000 Phone and it doesn’t work like att said it would..
Customer: But you still try and make me take the phone!
Agent: I'm the manager on the floor. I'm the one to take this chats. There is no way to transfer this chat.
Customer: Please let me speak with someone who can help me
Agent: Only Apple can help you.
Customer: I know there is someone over you and I would like to speak with them
Customer: Thank you
Agent: I'm the manager to take this chats.
Customer: I need to get this fixed and I’m not going to be going back and forth I’ve did it for 1 months
Customer: Ok who do you report to’
Customer: I would like to speak with rhem
Agent: I'm sorry. It has to be done by Apple.
Customer: Well Apple said you guys
Agent: This is manufacturers warranty.
Customer: Not if the phone is not defective it’s an att issue because you guys said that the phone would do what I needed it to
Customer: And continue to give me same phone that doesn’t work like you said it wouls
Agent: I would love to tell you we can cover that warranty. However it is Apple the one to cover the warranty.
Customer: The devise is not defective as per Apple you guy sold me a dream that does not work like you said it would!
Customer: This is not a simple issue of a couple of hundred bucks we talking $1000 for a phone that doesn’t do what you promised me it would do!
Customer: Please let me speak with someone that can help me
Customer: I need to get this taken care of before 3 or 4 months come and it will definitely be too late
Agent: Then, if the device have no issues, why Apple gave you instructions about having installments remove by At&t? And have it returned? So your telling me, the device is in perfect conditions. Aren't you?
Customer: Yea the devise works it is not downloading my application that I need for work like my other iPhone did!! Apple said that you guys sold me a phone 3 times that you knew wouldn’t do that!! Not not the 10’
Customer: But you still sold it to me 3 ties!
Customer: Not 1 or 2 but 3 times!!
Customer: So how is that not you guys problem!????
Customer: Why is it so hard to take the phone back and replace it with something that will!!!!!!
Customer: Would you like if this were you with this problem for 2 months!
Customer: I’ve never had an issue like this with att!! Until NOW!
Agent: In this case, since the device is working properly; it is about the sales accessory. We take that escalation directly at the At&t store. With the store manager.
Customer: Paying for a phone is no problem I have been doing it for almost 10 years with out a problem
Customer: I don’t care I need the problem dealt with or I need to send the phone back and go somewhere else because I don’t want to pay for something I can not use?
I have been attempting to cancel my DIRECTV service for many weeks. I have been promised a call back from a manager that never happened. I was promised emails and instructions to return equipment three times, that never happened. I finally found out I had an option to return equipment to a UPS store and when we got there they didn’t have our equipment listed so here I am on hold with your offices. I am being pushed around from departments because you can’t locate the equipment I clearly have. Meanwhile, because I moved you are charging me a disconnect fee – despite all the hassles and broken promises you fail to keep.
I expect more from companies in delivery of service and I am sorely disappointed in AT&T and DIRECTV. This is not what I expect from a company. At this time we have been customers of yours about two years, however, prior to that we were DIRECTV customers for about 18 years. I would proudly say I had DIRECTV. But no more.
The essence of good service to me is communication and promise keeping. Neither of which you provided. You failed on every bit of this. At this time, I still have equipment I can’t return, because you show we don’t have those pieces. I am the first person to write a note for good service. I should also be sure to share when things god badly. Feedback is a gift. You’re welcome.
PS I am still on the phone, after 35 minutes. I still have no shipping labels and you have still broken promises. Funny, you somehow got me a bill – which I deserve to be waived – yet you cannot send one simple shipping label timely or appropriately.
Purchased a home in Jonas Ridge NC (6266 Sunny Dr, Jonas Ridge, NC 28657 that had existing AT&T DSL service as does the entire neighborhood since they are the only service supplier for internet and phone. There is no cell coverage in the area due to lack of towers and shape of the mountains. I have contacted customer service multiple times and gotten varied responses but primarily there is no service at the location. Now how can that be when the prior owner had service and my neighbors have AT&T services. Neighbors have called and are told there is no plan to discontinue coverage. We have been made aware from others that once a customer cancels coverage for such as a house sale service is denied to the purchaser. So basically they are shutting down service one at a time. Since AT&T is the "only" provider this is inconceivable and highly unethical. We have no access to 911 services so this is putting people in potential life and death situations. Fire and EMS is no good if you can't contact them. It appears that the refusal to supply at least a basic line style phone is a FCC violation and a huge public relations issue for AT&T. I have contacted the local board of commissioners for Burke County and state Senator Blackwell and none of them were aware of this issue and are highly concerned. Mr. Blackwells office has contacted the AT&T lobbyist and they said they were unaware of this situation also. I just can't believe AT&T would do this to a community that has no other viable options for at least basic phone service to reach 911 services. My wife is kidney transplant patient and I have 3 hear stents. This is not a laughing matter as one of the costumer services reps thought and actually laughed at me. I hope hope AT&T will reconsider their stance on this life threatening issue.
My husband was deceived into buying a Buy-1-get-1-Free iPhone deal from a customer rep with At&T over the phone. The representative did not inform him that he would need to buy an extra phone line for the deal. My husband asked if this deal would work for his current line (to replace his iPhone) and for his wife's line (to replace her old phone with). The sale's lady said it would work and failed to say she made a sale by adding an extra phone line onto my husband's account. When the phones arrived via mail, he took them to an AT&T store to activate them. That is where he was told that an extra phone line was being charged to my husband's account (In other words...you pay for an extra phone line you don't need).
To add injury to insult, the At&T store manager refused to send the phones back to where they came from. The store manager said that the phones need to be sent back via mail.
So my husband has been on the phone for six days now being tossed around from department to department to At&T customer reps. Each time he calls, he explains the issue all over again, then the At&T customer rep admits he/she can't help or he's reached the wrong dept., and connects him to another phone number.
All he wants is to send these phones back before it's too late and he is charged for another phone line he never asked for. And he is left without a new working phone. He said he is getting ready to leave AT&T for another phone provider. We have used At&T for many years but customer service is equivalent to dealing with government agencies: untrained and clueless and uncaring. If one is lucky you find one smart rep out of a bunch.
Customer service is HORRIBLE AND COMPLETE WASTE OF TIME.. Get people who not only can speak, but understand ENGLISH! Was on the phone 1st time 38 mins..nothing resolved, second time 27 mins. All I'm trying to do is FIND OUT TRACKING OF RECIVIER BEING SHIPPED..sounds pretty simply, IT WAS ANYTHING BUT NEVER DID GET AN ANSWER!!. READY TO CANCEL AND GO WITH DIFFERENT company..dish, xfinty..we have had direct tv since 2002 and pay 163.00 a month and you can't even track down a reciever,.!!!!
Att cheated me out of 60.90 for taxes paid on an upgrade phone I never received.and the free phone I never received.the phones were sent to Arizona instead of aekansas.becayse your staff doesn't know it's abbrevatiobs.i have talked to 13 or 14 people nobody has resolved this.the worst experience of my life.the last person jose wanted my bank acct. Number and ss number.501 424 9091
Could you please add a zero star? ATT has ruined my credit because they cannot get their billing right!! All because I have a dsl account
for internet and direct tv. They aren't happy that I don't have U-verse, so they can't get my account right. This is the worst company I have
ever dealt with!
I came with att june 2nd and still have not received my Verizon buyout of 907.00 I had to pay this on my own
Unfortunately my development in SE Georgia has 2 internet options: AT&T DSL or Satellite both of which are awful. However, when I moved here in April 2018, I chose to go with AT&T DSL. Well, that may have been a mistake. Let's go right to the chase. I have to reset my modem at least once a day to keep connected. It is not uncommon to be working on an email or browsing or ordering something, etc to see the famous "Internet not connected" note flash on my screen. OK, then you go to the modem and unplug the power for 10 seconds and plug it back in....go back to the computer or whatever you are using and wait for it to connect which it pretty much always does.
I have checked out the line on your website....i have had your phone reps check out the line....i have had numerous service calls check out the line. All say it is ok. on the last service call the tech was here for quite a while....did what i thought was a good job of checking everything and then he replaced the modem. he said that he found nothing wrong. was not 2 hrs later, it went down again.
could it possibly be the Hub?? and the Fred Flintstone era DSL equipment you are probably using??? let me be clear that I am not complaining about any service techs....they all have been friendly and what i would say is thorough...
Look, first off I am paying for a service i do not want (DSL) but being the only option i am locked in to you guys. so what will it take to fix my problem?? If you do not or cannot fix this then I want a discounted rate for this service. simply i am not getting what i am paying for. if it continues like it is now, then i am asking for a 50% discount on my plan.
Finally, what will it take to have you provide a better system in my development?? U-verse?? i am told that this capability is a mere 1/2 mile up the road in another development. as soon as a new isp comes in here, i can almost guarantee that you will lose every customer you have in here.
155 Saddle Brooke Trace
Brunswick, GA 31525
I have contacted AT &T repeatedly about my cell service at my house , I’ve done everything they suggested and all they do is tell me to buy a $1000.00 phone. Worthless criminal and I cant wait to post all this on my personal page and my city council page, your days of stealing from our community are done
I will get straight to the point: Account number 288143197; Karen Glass date for installation of Direct TV and Phone September 14th. Jason the installer phone 858-230-5496 was shown the wiring and cable panel of the house by me Walter Glass. Jason states he could not install because Cox the current provider for cable, phone and internet had to identify the data line or internet. Jason stated to call them then call him when Cox had completed the service. What he said made sense at the time. Jason called his supervisor Brandon, spelling uncertain, 858-705-4383 to inform.
Cox tech, Richard, at home September 18th. Shown same cable panel he stated that the Cox line was already tagged for identification and stated the installer could have completed the installation without Cox service to identify the data line. I called Jason left text he responded and communicated with Tech Richard, problem solved.
Jason had told me to call him or his supervisor Brandon and another appointment would be set for installation. I called Brandon same day as Cox appointment, but no response sent several texts no response, called 800-288-2020 per Brandon voice mail and set another install date for September 19th, on that date no show. At approximately 2:30 pm arrived at AT&T store located at 3030 Plaza Bonita Rd. Suite 1470 National City Ca. 91950 irate and upset.
There is so much wrong with this transaction: There is no accountability and a gap in the lines of communication between sales, installation and customer service. This gap allows dropped installation issues and customer service errors to go unresolved. The difficulty of knowing which department is responsible for compliance is a mystery to this writer. Anonymity gives confidence that no one person is responsible.
If increasing customer base is not important then perhaps choosing AT&T was an error. The installation phrase of the sales agreement or contract is crucial for legal performance of the contract. AT&T has not performed. Is there a reasonable explanation that convinces me that this situation is a rare occurrence or an indicator of deeper systemic problems?
The store manager Flor Hernandez 619-267-4964, while back tracking the customer order discovered that the appointment was never set for September 19th and that there were two installation orders one for Direct TV and phone the other for TV only. Flor scheduled install for this morning 8 to 12 September 20th. Flor took command of a problematic situation created by company promotion, mishandled by installation and customer service that suddenly dropped upon her for resolution. Flor took the time to make the necessary inquiries up to her managerial authoritative limit for immediacy. I asked her how can I know the install will happen, she responded you have to take my word, trust me. Flor personalized her integrity with me and frankly saved the sale.
UPPER MANAGEMENT HAS TO BE AWARE & APPROVING OF THE COMPLEX SERVICE YOUR PAYING CUSTOMERS ARE NOT RECIEVING ! 4 HOURS TO RESTORE SERVICE AFTER A PHONE CALL TO UPGRADE INTERNET SERVICE. ACCT. # 147699888 CHRISTOPHER YOUNG & IGNATIUS (NAT) CAZAUX. FIRST CALL on 9/7/18 AT 4P.M . UPGRADED INTERNET SERVICE . THEN OUR ATT BUNDLED SERVICE WAS TURNED OFF . 4 HOURS LATER AND 3 PHONE CALLS LATER . SPEAKING TO JULIO IN FLORIDA INITIALY, THEN YOUR EMPLOYEE "VIOLET" ( A USELESS & COMBATIVE REPRESENTATIVE), TO TECHNICAL REPRESENTATIVES AND SALES PERSONAL. ALL TO RETURN TURNED OFF SERVICE TO MY BUNDLED ATT HOME. LOWEST QUALITY OF CUSTOMER SERVICE ! A "SIMPLE TURN OF A SWITCH " FROM JULIO IN FLORIDA !!! TO BEING TOLD THE TURNED OFF SERVICE WOULD TAKE 2 DAYS OF "NO SERVICE" BEFORE SERVICE COULD BE RESTORED . I HAVE A DISABLED PERSON IN-HOME & 1 OF 2 CHILD ON INSULIN ! THIS DRAMA CAUSED BY ATT DURING THE DINNER HOURS . 4 HOURS LATER AND REPEATED PNONE CALLS FROM ONE REPRESENTATIVE TO ANOTHER DEPARTMENT REP . = HORRIBLE CUSTOMER SERVICE. TO LOW TO SCORE EVEN ONE STAR. UPPER MANAGEMENT IS DEFINITELY AWARE OF SUCH ABUSE ! A COPY OF THIS LETTER WILL BE SENT TO FCC & MY U.S.SENATOR'S OFFICE.
LIARS, LIARS, LIARS !!!!!!!!!!!!!!!!!!!!!!!!!!! REFERB PHONES,NOT NEW, YOU PAY FOR UNLIMITED BUT IT'S NOT UNLIMITED
Treated poorly while attempting to get answers to billing questions. Questions not answered. Told no one can be can be contacted in the “chat” supervisor level.
Customer service number 800-288-2020 is a joke, takes forever to get connected and when you get someone it's always someone overseas which means you play hell trying to understand them. They say they can help you but they can't, not even close. So you waste more time listening to their bullshit on how to fix your problem. Finally I got mad and the idiot gave up and scheduled a tech to come to my house. The tech called me to tell me he was on his way and he actually figured the problem out before he got here, so when he comes in it takes him 1 min. and sure enough he was right. Bring these jobs back to the USA and quit pissing off your customers. If you people who hold executive positions had to go through this circus of errors you'd sure as hell jump into action and correct things. ALSO, GET THAT BEIN SPORTS STATION BACK ON AND STOP THE BULLSHIT I'M MISSING LA LIGA GAMES AND I'M LOOKING TO DROP YOU NUTS
Customer service is a joke. Trying to pay bill on the phone is a nightmare. Last month I tried for 2 hours then drove to the at&t store to wait in line for another hour. I dropped at&t years ago for same problem. Went to Straight Talk with absolutely no problems. Last month I was on numerous attempts to one phone number after another on hold for 2 hours!! Drove to the at&t store and stood in line for another hour!! just to pay my bill. Today I have been sent from one number to another trying to pay my bill. So far it has been an hour trying to pay my bill. Still getting shuffled from person to person and told to call one number after another. they even want to charge $5 to pay my bill. Please don't use at&t!!!
I have been a customer for over 13 years and lately the customer service has been horrible. This company no longer have any type of loyalty for their customers. I can't pay today, and I know it can be done but they are refusing. I will be leaving ATT today.
I had At&t internet & tv bundle for a month and the service and help has been terrible! The internet speed is not consistent and the tv channels come in and out! I have made numerous appointments and some how they get screwed up! At&t does not deserve a payment for this poor service and I want to be compensated or let out of this mass and my money returned if your product does not function as advertise! I will be contacting the better business bureau and the Illinois states attorney's office consumer section regarding this matter. The wires has not been buried properly and the dish is still not on a pole! I have been told several time that a supervisor was going to call and I am still waiting weeks later! My account #: 286913318.
After spending 4+ hours calling AT&T and my bank over a charge back of $160, I called in again on 8/30/18 at 3:10 ET to try and locate the source of the problem. I got on the phone with Rodrigo Godoy #RG5947 out of the Salt Lake City call center. Mr. Godoy was beyond reprehensible in how he handled my request. He engaged me like I was clueless and stupid. I told him the reason for my call. He asked "what bill period is it for". I responded with not being sure which statement the charge back was applied to. I've been told by at least 5 different employees something completely different every time I've called in the past week and a half. I expressed my frustration. He responded very inappropriately with "well you don't even know what bill its applied to, what do you want me to do?" I said 'excuse me". He repeated himself. I said "I'm not sure, this is all confusing, that's why I'm calling. Look it up". After he was continually rude I asked to speak to his manager. He wouldn't transfer me. He just kept telling me no. I asked for his name. He said that he already gave me that info. I asked for his employee number and he pretended not to have one. I told him I hope these calls are recorded because I can and will complain. He said 'I hope you do." This person does not belong in any of your call centers. The customer service department is a nightmare to contact in the 1st place. Mr. Godoy provided absolutely 100% 0 assistance in what I needed solved. This remind you is after I've spent 4+ hours on the phone with your company trying to resolve my issue. I know no one's perfect, but the complete lack of effort and the total disrespect I felt from Rodrigo is inexcusable. I pay your company too much money every month to be treated like that. I hope this matter is resolved appropriately. I've never made a formal complaint in my life. I usually just move on with my day. This guy is the worst rep I've ever talked to at any call center. EVER.
Here is an interesting story, our cable failed so we called and was told they would send us a new box in two days, never came, call a second time was on hold for several minutes, the person on the phone sounded quite surprised we did not get it. Ordered another one, said it would be here in two days, guess what ? never showed , called a third time , finally found somebody who was honest and said they don't even have any in stock , but we will put you on the top of the list.
So here we are waiting for something to happen. We have been with ATT since 1996, But i am seriously entertaining looking for a new provider.
one can only take so much.
I have disabled data on my lines(3).But I have been charged roaming fee for an amount of $1620.I contacted chat service before going on vacation and in the mid of the vacation too to disable my roaming.
I switched off data in my phones too.It was not my fault.I need help in this regard. I contacted Social Media Service and they said that they will add international pass and will reduce the amount. But called again and said that the request has not been approved. Please help me.My ph number is2012334795.
I PAID MY MONEY FOR MY INTERNET TO BE RESTORED I STAYED AT HOME TWO DAYS WAITING ON A TEC AND NO ONE HAS BEEN TO MY HOUSE. HORRIBLE SERVICE
This started on Monday, we were looking to trade in one of our phones the one that ends in 9611, we went to Sams club saturday which offered some perks to get a phone or trade in, so we signed up. I looked on ATT sight which said how much we had to pay I called the rep was going to process it, but said we had to do it at an att store, which I said we do not want to deal with an att store we had a couple rude reps and chose to go elsewhere he said then cant to do, end of conversaiton. Called and spoke to someone else said no trade in allowed had to pay full amount, so end of that conversation. Next day called was speaking with a rep explained everything and she disconnected the call. called again, spoke with someone she said ok told me how much we had to pay for trade in, processed everything was sending us a label to send the phone back went back to sams club everything was fine until the final process and we were flagged that we had to pay the remainder of the phone, which we were only doing the trade in so we could not do it ( lost out on a Sam Club credit of $350.00). I then called att again and the rep said oh you cant do a trade in until the phone is returned and back in our warehouse, which that was a new one. Then I looked up my account and I had a balance due, which after 3 calls this morning I finally got a rep that fixed my account. I am very disappointed with ATT your very poor customer service that we have received. I have been a customer for many many years and am so disappointed with ATT and there poor training of there reps this has been nothing but a headache I had asked to speak to a superv. or have a call back and never received a call back. I am a very unsatisfied customer.
We lost service 08/02/2018 The service tech had been to our house the we prior to that and replaced all the lines in our house. Our service stopped working on Thur. I have Internet,TV and Home phone with AT&T I have been with them over 20 years. I talked to Katrina and she said she would call the Tech and get him back the next day 08/03/18 between 4 pm and 8 pm. She also told me she would follow up with me. I left work early and was home at 3pm. No one called or showed up at our house. On Fri I called again and was on hold for over 30 min,I finally got someone on the phone and they told me they could have someone out on Sun between 4pm and 8 pm again no one called or showed up. Monday I am so mad I can scream I and my husband own web base business's , we have been down 5 days now. I finally get William on the phone a very nice man that tells me he will handle all this for me. He runs some test and he tells me my router is bad. The Ariss is out dated and I need a new one. He tells me he will Fed x one next day and keep my appointment for Wen just in case. 8/7/18 I wait all day for Fed x. No delivery came. I call Customer service again 30 out of my day. The lady on th phone checks my system. After talking to her for over an hour I ask her to read the nots from the 5 times I have called them in the lat 4 days. She tells me in the computer note I didn't show up fo the appointments and a router was never mailed out to me. I worked in customer service for over 10 years I know they record those calls. I would like someone to listen to those calls and someone should lose their job for lieing to a 20 plus year loyal customer. I still don't have service.
Jan 13, 2018 Bill due $124.88 Paid rec'ng TV, Internet & ph. scvs- same $124.88 through 6/18. July 14,2018 bill is $204.9l; 7-3-18 I call to query increase in bill I spoke to Arvin discuss Direct TV no signal always and why the jump in payment; told the special was stopped?? Never knew I had a special?. I ask Direct TV to give me basic that I could afford that's when I rec'd $124.88. I called AT&T on 7-13-18 I spoke with Fatima she told me to get UVERSE TV it would be better. She never informed me that my 2 years contract with Direct TV was complete;she encouraged UVERSE-TV was better. Fatima never said I would miss 2 days without TV, internet, or a phone. Fatima never told me I would be charged ($391.58) to install UVERSE-TV Fatima stated as though it was a non-chargeable switch from Direct TV to UVERSE-TV because AT&T worked with both. This was a SENIOR CITIZEN SCAM? I was deceived and violated there should not B A hidden agenda Cost of installment should be stated at the being,.
Letter AT&T Customer Service Advocacy
Att. AT&T Customer Service Advocacy
Re: acct. 146419099-0
This complaint is regarding the unsatisfactory customer service received. On 08-03-18. My mother’s acct. was debited twice by AT&T, on 06-05-18. However, AT&T denies payment receipt. This problem has continued without resolution since June 16th; despite several attempts on our end to resolve it. If we cannot get satisfactory resolution including removal of late fees and additional charges, I will seek other internet options. Please contact me at 412-40-1092, or firstname.lastname@example.org. Thank you, Connie M. Gary.
President of AT&T and anyone who will listen,
Where to begin, I am hoping I will be able to finally get some help! After being with ATT & Directv for my 2 years, my bill almost double in price. When I called to see what could be done to get my bill back down to or at least close to my original bill. I was told the best they could do was a 5.00 discount, I quickly found another cable company to go with at a much better price. They came out and had everything set up except for the phone, they were waiting for ATT to release my Phone number. After being without a home phone for 2 weeks, I found out that ATT was refusing to release my number. So I called the company myself to get it released. I was passed around for 20 minutes before I was put in contact with Anthony Powers, he ask me if I would tell him why I left ATT to begin with. After discussing it he made me an offer I couldn’t pass up. (see attached file) u200 TV, 25 mbps and VoIp for 139.99, internet would be reduce to 10. 00 a month so the bill would be down to 109.99, plus a 100.00 credit on my first bill and a 200.00 VISA rewards card. So once again I cancelled what I had with the other company and made arrangements to get ATT back. Everything went fine until I received my first bill and it was 80.00 more the expected. Once again, I start calling, but nobody had any idea what I was talking about, I was told to take my bill into the store and ask someone to take a look at it. When I tried to do that I was told they couldn’t/wouldn’t look at my bill. So, I called ATT back again they were no help, I was told there was no Anthony Powers with the company. My daughter had dealt with an employee at the MWC Store that was real helpful when she had an problem, so she made an appointment with her. She looked things up and got some got things figured. The 100.00 credit was being applied and should show up on the next bill. She also thought she had fixed the bill the way it was supposed to be according to Mr. Power’s email. She gave us the website to check the progress of the 200.00 visa card and the website to set up tax exempt on the account. I have 100% tax free card and had it applied to the old account but when I called to have it applied to this account I was told they could not do it over the phone and I would have to go into the store and have them do. When I went into the store can you guess what they told me? You guessed it, they can’t do it in store. So I went to the website they gave me and filled it all out and have yet to hear anything about it and no one seems to know how to find out. When I did it on my old account I did it over the phone and they had me take a copy of the tax exempt card to the store and have them verify it.
Imagine my surprise when I got my next bill and it was for 283.00, no tax exempt, no 100.00 credit and my u200 was changed to family (not getting all the channels I was promised). I got on the phone and called ATT to find out what in the world happened to deal I was supposed to be getting. I was on the phone for THREE hours straight, passed around to 6 different departments and got absolutely nowhere. I finally had had enough I was making myself sick, so I just hung up.
After doing some searching my daughter found that the 100.00 credit was applied to my OLD direct tv account. We made another appointment with the MWC store and the same employee. She couldn’t believe what she was seeing either. She started making phone calls on my behalf only to find that the computers were down, and they would not be able to help with any answers. Next, she called the rewards center to check on that, and found that there was no record of the 200.00 Visa but he would put it though immediately, as he was starting to do it the computers went down on him, but he said he had all the info and would put it though as soon as they were back up and running. That was on Monday and nothing has been settled or fixed to my satisfaction. I am an 80-year-old widow and do not need this kind of stress, I have literarily made myself sick. Due to all the stress of this I have developed Shingles which is very painful and can last a long time.
I really hope you will take the time to look this over and be able to help me.
I want the deal promised to me my Anthony Powers, my bill is due soon, so I really need to get this figured out ASAP!! If it can not be done then I will just cancel everything, phone, internet, cable and get an old fashion antenna.
Account # 285720160
• From: "POWER, ANTHONY C" <email@example.com>
Date: June 12, 2018 at 7:12:09 PM CDT
To: "firstname.lastname@example.org" <email@example.com>
Hello Linda, This is Tony from AT&T. We spoke regarding giving us a second chance at your business. I know you wanted me to send you something in writing regarding our package options. So what I was able to come up with was a plan for u200 TV, 25 mbps and VoIP. Would come to 139.99. But the important thing is that we have the access program with AT&T. The access program Linda is a program we offer for senior citizens who are either retired, receiving social security benefits. I wanted to mention that as well because with that program your internet would reduce to $10 a month versus $40 so it would come to 109.99. I hope this information helps and I really hope to have you back as a customer. I also mentioned that I would provide a $100 credit to your account and send out a $200 VISA rewards card.
I gave the agent that helped me on July 19 5 stars because he changed my shared plan of 3 GB to 10GB for $107.50. I get my bill today and the bill is $120.54. I have been on the phone the whole day trying to talk/chat with someone to understand my complaint. Long story short, I was only told why my bill was $120.54, with no explanation of why the mistake was made to begin with. I only wish I can go back and give that agent 0 stars as I would today’s interaction if possible. And I can’t go to the 6GB plan without losing my autopay and paperless discount. I’ve attached pictures of my chat with the “billing expert” on July 19.
My installation date was for the 31st between 8-12. NO ONE SHOWED! NO ONE CALLED! Starting @ 1:30, I kept calling customer service (term used loosely) & was told repeatedly that they were on their way to my house. At 7:00, my call was answered with the fact that they might still come, but best to set up another appointment for August 16th just in case they didn't make it. This would leave me without contact with the outside world for over 2 weeks! After requesting a supervisor, the girl changed her tune, & said they would be there SOMETIME tomorrow. No 4 hour window, just SOMETIME tomorrow. I had already spent 12 HOURS waiting for the tech that was supposedly on his way! The install was completed the next morning without the promised call when they were on their way. This is after 10 hours spent on the phone trying to get an honest answer. I would have been UPSET by the overscheduling delay, but to be lied to & waste my whole day is inexcusable. I couldn't walk my dog or do anything in fear that they would show & then leave. Also, I was supposed to receive a free sound bar - didn't happen.
Direct TV (I had signed up for the triple play package) did do the installation when promised, however no call letting me know they were on their way either. After spending MORE TIME on the phone, I find my local NBC channel 8 is not in HD. Had this been clarified in your published brochures, I would NEVER have switched. Their installation person had me sign electronically 3 times, once to add on a protection plan. He never said this was at an additional cost. It took 3 calls to DirectTV to get this cancelled. I am assured it will not appear on my bill.
This has been a complete NIGHTMARE - I expect some compensation for causing me all this unnecessary grief & wasting my time. I want my free sound bar as well. Please contact me @ 616 647-5397.
i have been a customer for over 60 yrs i am 86 yrs old you have been out 5 times to my house to hook up internet and each time you cant do it my internet cuts of today i need to buy a device from the at@t store in lodi i have just had surgery and cant drive ive called the store and can not get any body to help me please help me 2087635779
I am getting 20 to 30 phone calls everyday from unknown phone numbers. In addition i am now getting calls from government official staff members enticing me to vote for their candidate. This is pure harassment. This is not my first complaint to ATT concerning unwanted phone calls. Either ATT STOP THESE CALLS OR GIVE ME SOMETHING TO STOP THEM MYSELF. I am paying ATT over $5000 anuualyl and I demand these harassment phone calls to stop. If not, I will cancel my phone service with ATT.
We NEVER answer these "phone numbers" but they persist to keep calling. THERE MUST BE some way to stop this.
We went to AT&T store in Coop city in the Bronx, NY. We signed up for direct tv and set an appointment w/rep to assist in installing it over the phone. Well we spoke w/ several morons for 2hours and got nothing but a big fat zero. We went back to the store leaving specific instructions what we want is direct tv. Again the rep calls us with the wrong info and before we could ge a word in she hangs up. She wanted to assist us in changing phones.... We called tech services and spoke with Ron who after 5mins figured out we needed to purchase an ap on our phone....I must say your reps helping assist people setting up direct tv should be fired, retrained if they we ever trained in the first place or shot. Also the people at this particular store are not the brightest bulbs either as they deceived us into purchasing a trial run... FINALLY my girlfriend who was not only going to purchase this crappy direct tv service but was also going back to this store to upgrade to an iphoneX ....so now I’m warning her and every one I know of the AT&T crap service....by the way ..the reason she wanted an upgrade was because her signal keeps cutting out....
My girlfriend Juliet Elkins tel #
I am a retired employee. I was receiving a monthly concession for the last 18 years till I received a letter stating that concession would end at the end of July 2018 and a new concession is being offered for monthly long distance service. All I had to do was call a certain phone number and sign up. So I have been calling 877-377-9010 (a retiree and employee service center) for 3 weeks and every one of the agents that answered did not know what I was talking about. I was told numerous times that I would get a return call in 24 hours (they never came) or was told to call a different 800 number for help cause they don't do that. That would be 4 different numbers but they all said the same thing and referred me back to the original number. The offer to sign up is ending tomorrow, 7/31, so I called one more time and demanded to talk to a supervisor. Again I was told that somebody would call me back. Now it's nearing the end of the business day and not a call has come through. Is this the way the company saves money nowadays? Can this be the way retiree's perc's are ended and shuffled out the back door? Is anybody listening anymore?
4 hours total on hold/in queue, lied to, misinformed, hung up on by Supervisors/Managers and intentionally just placed back in queue....this is just the beginning and the issue was NOT resolved. I have NEVER been so frustrated, nor have I ever encountered such poor customer service to the point of a supervisor (jerry) insulting me by telling me that I was trying to blame AT&T for my ignorance! Shame on you AT&T.
I have had the same number and have been a customer with Cingular, Cellular One and AT&T for 30 years - never once have I NOT paid my bill. I currently have 4 phones on my account and am seriously considering canceling each and every one of them and going to Verizon.
I hope that someone at AT&T cares about the Loyal Customer Care enough to respond in a manner that will erase the current opinion I have of AT&T and the value of their service.
My account is under the name on this complaint - the number associated ends in 3324
HELLO AT&T WAS PUTTING IN NEW CABLE LINES WHERE I LIVE AND DAMAGED MY SPRINKLER SYSTEM I LIVE AT 818-KILLIAN STATION DR
COLUMBIA SC 29229 PHONE 803-888-6140 I HAVE TRIED TO CALL LUNA GARCIA AT 469-213-4344 AND HER E-MAIL IS l564V@att.com SHE HAS NOT RESPONDED TO ME THANKS FOR LISTENING
I have had nothing but trouble with my home phone since I've lived here. Just since May I've called in five or six tickets on this phone 2706672464. Twenty five or more times since having this so called service. It was called in last Monday July 23 2018 after I could not hear what the lady was asking me in a very important interview. She is supposed to call me again July 30 2018. When I tried to use this phone this morning it was buzzing and making so much noise I couldn't hear what was being said. So it was called it in again and they stated it would be repaired by August 3 2018.
Well that is a problem.
You expect you payment on time each month with out any discounts might I add for an unusable phone ninety percent of the time.
I have been told by two service technicians that there is about eight miles of bad copper cable that is causing my problem. So the problem is in your hands to get the problem fixed.
I need my phone Monday morning at 8:00AMcst.
I didn't see a star for zero but that is the rating I give.
One fed up customer,
9841 State Route 120
Marion, Kentucky 42064
I signed up for auto pay and was confirmed by AT&T that payments would be deducted from my checking account beginning May 16 2018. For some reason it wasn't nor was I notified of any problem. June's statement indicated payment would be deducted from my checking account on June 16, again it wasn't and I was not notified of any problems. I received a past due notice issue date June 27 with a total due of $172.81 that would be deducted through auto pay on July 16, it wasn't and again I was not informed of any problem with auto pay. I called customer service and explained everything I've written here and that a check had already been mailed out on Monday July 23. I also said I wanted to be taken off of auto pay since you couldn't get it right and never notified me of any problems with auto pay. The customer service agent informed me that I have to pay a late fee of $5.75 and a $40.00 fee to reconnect if my phone is turned off. The next day, Tuesday July 24 my wife and I noticed our phones no longer worked. If you keep payment records, check back and you will find I never skipped a payment nor was ever late making one. The check I sent to make payment was written from the same checking account as the auto pay would debit and there was never a problem for you cashing it. I feel your lack of customer service in this matter is unjust in this matter and I should not have to pay these fees, our phones reconnected, and credit given for the time our phones could not be used. I feel this error was on your part not ours and I feel we should not be penalized for your mistake!
Account # 436049521751 The account is under my wife's name, Jocelyne Berry.
I hope you take care of this right away.
One very dissatisfied customer,
I've had a land-line phone for the hearing impaired for about 13-14 years. It''s worked perfectly until about ten days
ago. I always have used a code to access my personal phone messages - the code: *98. However, about ten
days ago I used that code only to find I had a LONG recorded message from AT&T which repeatedly used the
word "download" throughout. Since I have a hearing-loss I couldn't understand the message. FURTHERMORE,
when I attempted to use my code for personal messages I could NOT access them! A couple of days later. I received
yet another recorded message from AT&T - also inaudible to me which seemed to give some "instruction".
Please note: when the problem with the FIRST message became apparent, I contacted the AT&T website and left
a message for "Hissy Kitty" and was told my complaint was receiving attention. NOTHING has been done!!
I STILL cannot access my personal messages! AT&T caused this problem - not me. I want my service reinstated.
I am PAYING for personal message access! I am NOT of the "techie" generation so am unable to comprehend
Techie language. Neither am I STUPID! Kindly e-mail your response - NO MORE phone messages please.
My e-mail: firstname.lastname@example.org It's essential that I receive personal messages - particularly from my
healthcare organization. I am VERY healthy physically and also mentally.. AT&'s lack of service is deplorable.
Rosemary Gilbert - phone number FYI is 415-474-7849. Address 935 Hyde St. #3, San Francisco 94109.
My husband called around 730 to change his number from a pa to a nj number. Plus lots of harassing telemarketers calling. The lady hung up on him and shut his phone off? In the meantime i had no idea he is 2 hours away at work. I tryed calling him to tell him we had a emergency here with his young daughter. He finally called on his lunch using a office phone to tell me why his phone is off. I then tryed calling customer service to see what is going on? A markus a lady was given to me. And it was the worse experience i ever had under the stress i was under. My husband pays the phones. I have no pin or codes to give or get he was at work with no cell! She would not give me her name at first or transfer me as i had asked?? Very rude and poor business. I asked for a manager or supervisor and this lady played me on the phone. Im very upset with the whole situation .
Set up appointment to install Direct TV and internet for today between 9 &11. No one showed up. Called and dispatch was suppose to make sure someone was out today. Waited at home all day. No phone calls and no one showed up.
Customer service was clueless and only frustrated me.
AT&T send my bill July 12, I receive on July 23 and it is due 11 days later. So it takes 11 days to reach them and a few days to clear, so what do the crooks do??? They slap you with a 20% late charge. Way to grow your business... and you want me to sign up for DTV and all the other mediocre services you provide? No way!
I have AT&T phone service at my place of business, a consignment shoppe. I have two phone lines. One phone line is to handle credit card processing. That line has been down since July 17. Today is July 21. I started calling AT&T customer service on July 17. I was told they could not get a service technician to me until July 23. I made it clear that my business could not accept credit cards from customers and that July 23rd was not acceptable. They said this was the best they could do.
I called again on July 20 and got a customer service rep who agreed that I should not have to be treated this way and claims he scheduled a service call for the morning of July 21. I was at the business all day and did not see that a service call was made.
To date, I have lost in excess of $17,000 in credit card sales because AT&T cannot provide the service its customers deserve. I will be sending AT&T a bill for this lost business.
This is not the first time this has happened with this phone line. I have lost my patience with AT&T and will be cancelling this account with them as soon as I can locate another phone company.
Why is it that when I get my bill EVERY THING ON IT IS DARK BLACK AND LARGE IN SIZE ---------------EXCEPT the account Number which A person My age has to take it to someone to read it for me or find a MAGNIFYING GLASS TO READ IT ...CANT IT BE PRINTED TO A SIZE THAT CAN BE READ YOU HAVE NO TRUBLE PRINTING THE AMOUNT I OWE 50.... TIMES LARGER THAN MY ACCOUNT NUMBER,,,, WHY WOULD YOU TELL ME TO INCLUDE MY ACCOUNT NUMBER ON MY CHECKS WHEN YOU DONT THINK IT IS INPORTANT ENOUGH TO PRINT IN A SIZE THAT CAN BE READ
My account number is 295743219. I have been approved for the low-cost home internet service though the access AT&T program. I can't seem to get installed because I can't be home between the hours of 1-3pm and The installer do not work weekends. I am a student and I work. I can't take anytime off to meet with an AT&T installer during those hours. I am asking to have a late evening appointment, but all the numbers affiliated with the company the customer services representative are all saying the same thing for the appointment time. That's not accommodating for me. I need a late evening appointment. I can't believe a company of this magnitude does not have technicians that work pass 3:00pm. I have also asked for a supervisor(someone whom can help) and I keep getting individuals reciting the same answer ( the only appointments we have are from 1-3pm). I have asked for a supervisor more than once( not sure if the people or persons I have been transferred to are supervisors). I am just trying to schedule an appointment for service I have been approved for after 3:00pm preferably(if possible)(with in the power of someone within the company) to approve a late evening appointment. My email address is email@example.com or cellphone number is 404-587-0888. I am tried of trying to reach someone whom may have authority. I am requesting someone whom has the power or right to give orders or can make a decision to accommodate my situation.
I keep having sporadic internet. Trying to stream tv shows and it keeps logging me out. I have to keep resetting my router to get service back. This is every day at the same times. Why am I paying for services that I keep losing. Fix this, and don’t tell me because it’s the weather. Happens on nice clear sunny days. Tired of this. Fix this!
Never received a rewards car for 2 of the 5 phones I transferred to AT&T. I was promised 5 $250 Rewards cards for the 5 phones that I was transferring to AT&T. All 5 were verified that they were eligible. It to 6 weeks to get all 5 phones ported. After several attempts all phones were ported, but I'm still trying to get the last 2 rewards cards. I keep getting transferred and have been on the phone for more than14 hours. I was being told that the phones had not been ported in and finally after months and dozens of calls I was told that the phone were AT&T lines which they were almost 20 years ago, but had been Verizon for almost 20 years. My problem is why did it take so long to tell me this and why was I initially told that all 5 phones were eligible for the rewards after I provided AT&T all the Verizon account information? If they were ineligible it should have come up when I was having the account set up.
If I could give ATT&T zero stars I would. I wish I would have never switched over from Comcast. Your customer service is horrible, your customer service reps have no idea what they are doing. I have been transferred so many times and no one ever handles the issue correctly. I have to contact my resident rep for help. I still have issues with my bill and no one is willing to correct it. I had ATT&T for three weeks and it has been a horrible experience. I will never refer anyone here.
Never received a rewards car for 2 of the 5 phones I transferred to AT&T. I was promised 5 $250 Rewards cards for the 5 phones that I was transferring to AT&T. All 5 were verified that they were eligible. It to 6 weeks to get all 5 phones ported. After several attempts all phones were ported, but I'm still trying to get the last 2 rewards cards. I keep getting transferred and have been on the phone for more than14 hours. I was being told that the phones had not been ported in and finally after months and dozens of calls I was told that the phone were AT&T lines which they were almost 20 years ago, but had been Verizon for almost 20 years. My problem is why did it take so long to tell me this and why was I initially told that all 5 phones were eligible for the rewards after I provided AT&T all the Verizon account information? If they were ineligible it should have come up when I was having the account set up.
my internet goes out from 7pm to 11pm every night. started around the 18 of june and it is the 12 th of july. servicemen have been out 3 or more times. they all say the problem is not at my house.
We have moved our business to a new location and can not activate our fax machine which is 213 607 2278 for the last two months.
we have called and talked to over 34 representatives with no success. they are not helping us and only promise to take care of it with not doing anything.
How do I make it ZERO stars? My husband and I set up an appointment at the beginning of last week. It was set for Tuesday July 9th 1-3 timeslots. The tech did NOT get to my house till after 4:30 did a few things and then stated sorry drop line from the pole to the house is bad need a new one. Please call in the morning and let them know that you need a new line and then to set you up for install. We said thank you and he left. On Wednesday 7/10/19 @ 8:21 a.m. we called and spoke to customer service and explained the situation. Paul( doubt real name barely spoke English) said he will have a tech out there to fix the line then the tech will let install know that it is ready. Install would then call and let us know appointment time. Next thing we know.....we receive a text @ 12:33 saying sorry we missed you! What?????????? How did you miss us as you did not call and set up the appointment. So my husband calls and wants to speak to a manager at 12:41. CS Rep says sir let me help you. So she gives us an appointment for Friday July 19th from 1-3! WTF 10 days from our original appointment? Cause of your mistake? So then my husband demands to speak to a manager and the CS rep puts him on hold for 15 minutes then comes back and says that the manager has our number and will call within 1-2 hours. Yep no call back. So I then start calling at 3:51 p.m. and get Alexandria, she transfers me to Jaron. He is the wrong department so he sends me to Mickey. I explain the situation to Mickey and she puts me on hold for a manager....yea no hold hung up on. So I call back and get Demarcus in product support I ask for a manager and get hung up on. I call back and get Jacks in combined billing hung up on again. This is every time I'm put on hold for a manager. I call back and get Shayna again probably not real name and she transfers me to Jen in Direct TV. Jen states that they can NOT transfer calls out of Direct TV. What? You can NOT transfer a call? Nope so I hang up and call back again. I then get Alyssa and she hands the phone to Shawn. Shawn is a floor supervisor, He is gonna get this straight. He takes my number and says I 'll call you back before 6 p.m. today. Again NO CALL BACK!!!!!!!!!!!! So I call at 6:20 p.m. and get Ralph in Tech Support and he says well Friday July 19th is the earliest appt and he just can't fathom how all this took place as that is NOT the AT&T way. So I call this morning at 8:37 a.m. and ask for the Complaint Department. I get Iris in customer support who transfers me to Liceria in Customer Loyalty(haha joke) I ask Liceria for the complaint department phone number and she says mam we don't have a phone number for the complaint department. Uh? Ok give me a corporate number. She then says she doesn't have that number either. So she puts me on hold and "asks" a manager for the number comes back with 210-821-4105 which when called sends you back to AT&T customer service! So Eric answers the phone and explains that they don't really have a complaint department how can I help. I told him never mind that I was filing with the BBB and other entities cause I do NOT trust the word of the reps in the departments.
I scheduled a visit with your rep yesterday because the cable box was not working on 1 TV, and the DVD was not working on the other TV. This past January, a rep was out due to several other issues, and he disconnected the DVD from our system. Tom the rep that has a thick accent and cannot be understood, took the schedule and read it back to me: July 9, 2019 between 10-12 and the rep is to call the customer for directions. At noon no rep so I notified the office but your answering mechanisms stated the time was changed by the company to 12-2. Then at 2Pm still no one. A phone call was made again and I blew up because they stated we needed to wait out the rest of the day due to problems with your reps. My husband had been in the hospitals since 12/9/2018 and in no way was I going to wait until the end of the day on July 9 for a rep to appear. I was told that there were problems. The issue is this, when you schedule the time, keep it. If not notify the customer. If the problem was your problem, rectify as soon as possible. And finally, always remember that if you want the business, the customer is always right. Joy V. Fritz. 815-725-0605
They are stealing from people to have a policy that states they can charge a full months payment if you cancel before billing cycle ends, even if it is a day before it ends. This is stealing to charge a person for a service the cannot receive. They are charging a full months payment for a service that you have turned off, because i choose to cancel? How it this possible, how did the FCC allow this to happen , how does FCC allow them them punish customers for not wanting their service. Why do i say why does the FCC allow this, cause she kept repeating that FCC allows them to. This is a brutalization of the public! I chose to canceled cause the were charging me for a service that went in and out and i barely i had service it would be out for days . I never actually received the mbps anywhere close to what i paid for. Then when i spoke to someone she lied first she said they sent emails, then when i asked to speak to a supervisor she said her supervisor does not speak to customers. Then she tried to tell me the corporate office is in GA, it's in Texas. I will never return to ATT I had service for 3 years and never missed a payment but had major problems with billing, service not working a the poorest customer service i have ever experienced, I think of the elderly people on fixed incomes that they cheat under the guise of this is policy.... YOUR POLICY IS TO CHEAT YOUR CUSTOMER!
This really sounds like a great company right , give the worst internet service i have ever had, then you say the FFC says you can punish me because i don't like it. Your company needs me and people like me, I recorded the conversation and intend tell all that will listen about how ATT treats its customers. Thanks but no thanks.....
i called back in feb of this yr to have due date moved to 15th due to my check comes then. it still hasnt been changed i get charged monthly late fee and i am tired of it. tired of calling and getting no where. i want it changed. i want refund of all late fees. also i got a new phone free on next with new line yet there is monthly charge on my bill for that phone. i have had att for over 40 yrs and in the last ten i have had nothing but trouble with attt. not doing what they say. not fixing things when i ask. out right lied to. gotten so expensive. some one needs to train the chat people phone people how to fix things. and not lie to customers
I have been a direct TV customer since December 2006, and I can't remember having so many problems until ATT merged or purchased Direct TV. I am now searching for another TV provider due to an extremely high bill and poor customer service. I have called multiple times regarding many problems. 1.I was told earlier this year that my equipment was outdated and if I wanted to continue to view my local channels, I would have to get the new equipment, so in or around June the new equipment was installed. The new site is very confusing to navigate, the old movies, some of which I have never heard of are for rent with a unrealistic fee, my recordings, which I loved were deleted. I was not told this would happen, I have called too many times to count re: the bill I received for $227.41, all to no avail, I have been given many reasons why the bill is so high. There are many other reasons why I am actively searching for a new tv provider. I am 74 years old who lives on a small pension and social security, and can not pay this outrageous bill. If no reasonable alternative or option is offered, after my next billing cycle, I will no longer do business with Direct TV.
My Wireless TV Receivers have not been working. I have had this problem off an on for awhile now and previously a technician came out who temporarily fixed the issue. The problem is back now and I cannot watch TV. I have personally attempted to diagnose the problem and troubleshoot it on my own as I have a technical background. I also contacted you technical support team to get the problem fixed. My problem now is that your technical support department continues to want me to work on you equipment. Initially I worked with them however after having been on the phone for over an hour with no results I refused to do anything further.
I am not an employee of ATT and I am not required to do work for your company. As such, if your technical support team is unable to fix the problem remotely and they require someone to physically do work on your equipment... They need to send someone to do that work. Your own technical support manager acknowledged he is requested me to do work on your equipment to fix the problem. If ATT expects me to do work for them then they need to pay me just as you would an employee. In the end this could all have been avoided if they just sent out a technician however they spent 45 minutes arguing with me and threatening to charge my account $99 for an "on demand tech". I am not sure what ATT teaches their employees or if there is any accountability for their actions but this is completely unacceptable.
My time may not mean anything to your company but to me my time is valuable. I expect ATT to compensate me for my troubles and do something about this as I am strongly considering terminating my service. My family also has a very large cellular plan with you company and if this is how you will treat loyal customers of 10+ years then we will terminate that service as well.
Employees that failed/refused to assist me:
Reuben - first person I spoke to.
Gauard - first supervisor I spoke with.
Rohit - second supervisor I spoke with.
I started my internet service with AT@T in May and was lied to about what my first payment would be. I got a statement that charged me for installation. I called AT&T customer service and explained this was unexceptionable to gain customers. I was told we they were sending a 200.00 visa rewards card and can pay the bill with it. I never received it. My service got disconnected for a the amount due with installation fees. I also got charged a late fee for service interruption of $9.25. I called 800-288-2020 on 6/28/2019 at 7:30 pm eastern standard time and the call center was closed. I was prompted to use the pay by debit or credit card which I did using the account number related to my plan. When I finished paying I received a confirmation to my cell phone. My service was never restored. I called again to find out the payment posted to a singular account that I don’t have.
At&t this have been a complete disaster and your call center Reps need more education how to handle escalation. Instead they transfer to departments not associated with my reasons for calling.
when I first moved to this address at&t offered me DSL service over time as the telephone lines degraded they degraded my service to uverse 6.0 and then down graded it to 3.0 and now to 1.5 which I am actually at about .784 tech support is useless stay away from att
No one in San Antonio knows anything re: Locast streaming service, the nonprofit streaming company AT&T gave $500,000 to. The service is in Dallas and Houston. Is it in San Antonio? If so, how do I get it? If not, why not?
There was an article in today's newspaper, Business section page B2, talking about Locast. Why do AT&T emnployees not know about this feature?
I have been a customer since 1999 with an A+ credit rating (which was verified on the call) and today my cell phone service was suspended due to information that resulted in a non-payment of bill status. I unfortunately became aware of this suspension while on route to pick up my son who had an EMERGENCY situation (which I was thankfully informed of via my home phone service). Due to the cell phone suspension, he could not contact me and vice versa. After vigorously explaining this to customer service, while in my car, they informed me that AFTER I made a payment my phone would be re-activated....in 30 minutes!!!!!!!!!! Do they have children?!?!?! ANYTHING could happen in 30 minutes. This is a horrible example of customer service gone SERIOUSLY wrong. Totally unacceptable but sadly not shocking. End result? After vigorously demanding immediate service re-activation, due to the situation, within minutes my phone was restored. Sadly this was not done without making some form of payment. Completely inconvenient and horrible service from att. Thank goodness my son was ok when I was eventually able to reach him. I feel sorry for anyone who has a similar situation or someone who is in a car accident or who is stuck in a ditch. Shame on you att for treating your customers this way.
I went to att store in Hartford ky to take care of some business. the man that worked there today 6/15/2019 immediately
said he didn't want to see the paper work I had and to get out of store and not come back because he accussed me of trying to do something illegal.which is not true. he is the most arrogant and rude person I have ever seen. does not need a job working with public. somebody needs to call me so I can tell complete story 270-256-6738
I have a complaint I was supposed to be in a bundle according to the lady at the loyalty department. Customer order number #4526221041A.Saturday, December 29, 2018. I was supposed to pay for internet speed 50 for $40, home phone $27, and DirecTV $19.99. I had to call again in the month of January, February, March, etc. I do not have time to do this every month I work, go to school, my daughter goes to school as well. So we need the internet. I find out that I am paying $87 for the internet and home phone what happen to the cable that was supposed to be included in my package. so when I receive a bill from Directive that I suppose to pay $242 "we cut your cable off are you gon pay this bill today" I'm like what I paid at&t through the at&t app on June 1, 2019, $87 what I am supposed to pay". "The guy says no I don't see it." so I asked to be connected to the loyalty department. I was transferred. so, then I was able to explain to the lady what happened? Her response was "ok," can I ask you a couple of questions"? I said," sure". I gave her all the information that she needed. After talking to her getting nowhere I asked to speak to her supervisor she places me on hold. She comes back and says, "well I spoke to my supervisor and I explained t to her and I'm explaining it to you." My response is "So. Your supervisor doesn't want to talk to me?" "I feel like someone didn't do their job keeping my package in a bundle. Here it is I'm paying $219 for the home phone and the internet. Where is customer service here? No one is together, the two companies are separate. I asked again before I hung up the phone can I speak to your supervisor"? She said, "She said that she would call you back" like I am her relative, friend, or colleague or something. I would like to know who took me out of the bundle. I feel that I shouldn't have to pay for something that I thought I was already paying for. I didn't receive the services that I was promised even after talking to Steve from DirecTV in October per his boss giving me services for $19.99. Nor for receiving services promised to me per the lady I spoke to on 12/29/2018 or the guys I spoke to regarding this on several occasions but I have the surveys you send out stored on my phone regarding the service received on any particular day. I never received my credit for the overpayment on my bill. I'm seeing now that the DirecTV bill was promised to be on my bill but never was placed on there after all these months. I would like the fault to lay where it supposes to. I have to send my bank statements when I find them to show my payment to AT&T. I will be looking for a response and a refund check within the next week thank you very much.
I live in Shasta Ca where the Carr Fire occurred in July 2018 . We have had no phone service since then and was receiving a bill from AT & T every month since then. Which is illegal . Anyway about on June 12 I had someone to come out to install everything and the tech was here for about 5 to 6 hours and had someone come and help him run the line from the road to the house ( which the tree limbs on some of the trees had to be cut , which my nephew got on top of the garage, that is half way from the road to the house and cut the limbs off the tree next to the garage and helped the tech with the line over the garage ) then the tech that was here first finished the job on the outside and then came in to do the job inside of the house. He had to keep going out to the road to the box because the light was not coming on or would not stay on. Finally he said he would have to have someone else come out the next day to check it because he could not get it to work. The next day another tech came out and he checked everything and said he would have to go back to the yard because the line was broken and would have to be replace, which he did, then after he hook up the line he told me that another tech would come out later that day to finish up the job on the inside because he was not trained on the wi-fi . It was then that I told him that I had received a call from AT&T that morning and was told that someone would come out to do the outside work and the next day another tech would come and do the inside . He told me that they would be someone out that afternoon to finish the job and I told him ok. No one showed up that day or the next morning to finish the job so at 2:00 P.M. I called AT&T and was told that I had to reschedule for another appointment to have someone come and finish the job and was told I would have to wait until June 20th for an appointment . Needless to say I am not a happy person at this point . I have wasted 3 days sitting and waiting for someone to come and do a job that should of only took 1 day to do and now it is going to take 4 days to do. I also called and spoke with a Alex about this and she could not give me any answers as to why I was told that someone called and told me that it was going to be the next day and no one showed up in fact she didn't say anything dead silent!! I am hoping that this will be the end of all of this and that by me complaining about this that no one else will have to go what I went through....
Springfield, IL: Three weeks ago, a storm took down a tree two doors down, laying it across the alley. My neighbors and I called the City multiple times to get them to remove the tree because it blocked the alley. It also took down the AT&T cable and terminal box that caused me to lose tv, internet and land line phone. It took a week for the City to move the tree. It took another two weeks for AT&T to restore services for me -- they were restored today, June 13. I had multiple conversations with multiple AT&T personnel and each time I called, I had to re-tell my story anew; no one had a clue about what had happened and I was told that case notes are not written down or shared. Twice, service techs came and left a note on my front door, saying they were sorry they missed me. When I called back, I asked why they needed me to be home (I work) and they said they needed to check my modem. There's nothing wrong with my modem!!!!! I asked if they had gone to the alley and observed the terminal box lying on the ground ... no, they hadn't. Each time, no, they hadn't. Today, I noticed that I had a new voice mail notification (on my cell phone) so I checked it ... I had multiple voicemails, as it turns out, all from AT&T, wanting to check to see if my problem had been resolved. I never did receive these calls; they all went to voice mail but did not appear until today. Several days ago I was dealing with a "Sam" and I noticed in the afternoon that I had missed a call, and thinking it was my neighbor calling, I called back. It was this AT&T Sam, who said he'd been trying to reach me, and he told me that each time he'd called me, his call was either cut off, or it went straight to voice mail. "Welcome to my AT&T" I told him ... "this is the kind of service I have with AT&T." It's a pretty sad commentary when not only do I not have internet, land line or tv, but AT&T can't reach me through their cell service to talk with me about my services. I came home late from work one day this week and spoke with a young man whom I couldn't understand. I am a retired social worker, respect diversity, and am very tolerant of other cultures, but I simply could not understand his thick accent. I even asked him to spell his name, but couldn't understand all the letters he was pronouncing. That does not make for a clear understanding of issues. He was very pleasant and said that it was too late to reach anyone who could help me, and that I would need to call back in the morning. I responded that no, someone needed to call me back. He said that he would have to fill out a ticket and get permission from his supervisor in order for that to occur, so I encouraged him to do that. It took quite a while, but he finally came back and said he'd gotten permission from his supervisor for someone to call me the next day. The next morning, someone did call me, and we arranged for a technician appointment later in the afternoon. This was the "Sam" I mentioned previously -- as it turned out, I guess he was unable to help me. This morning, I got a text from someone telling me that someone should be here today and when I asked for a timeframe, the response was "I have no idea." Sorry, but that's not good customer service. That's apathetic customer service. Luckily, it was just before I left for work, so I walked out to the alley, and did see an AT&T truck there -- and I talked with the service person "Rob" who knew none of the history or how long my services had been out. He was most helpful and got my services restored today. His supervisor (Richard Miller) called me later and apologized as well. Three weeks is unconscionable -- I do think there could have been a work-around, if someone who had a positive work ethic had cared enough. I feel like the red-headed step child and I don't appreciate getting the short end of the stick while being expected to pay fees that are unreasonable anyway. Just after 8 p.m. I called AT&T to talk with them about it but was told that the business office is closed for the day. You gotta be kidding me!!!! It feels like insult being added to injury! OK --- I just now tried to submit this and got an ERROR message!!!!
We called AT&T customer service at 18002020 to find out if we could switch our internet service from DSL to Uverse.
After a twenty minute call where we were asked for every piece of personal information including our Social Security Numbers, We have been AT&T Customers for over 9 years we still couldn't get the question "what is the price difference to upgrade to Uverse?' answered. This is the first time I have ever written a complaint letter to anyone
Your Customer Service people are going to have to do better
Received notification from AT&T that as of 2/20 I would lose my local channels from Direct TV if I did not get an equipment upgrade which was supposed to be free - but after reading the back of the notification it states I would be charged $10.00 for HD, $10.00 for DVR and $5.00 for Whole Home Service - it also states that after three billing cycles these fees would be credited to my account. I have called every number to have this explained and to verify these charges of $75.00 would be eliminated after three months. Unfortunately the Customer Service reps I have spoken to are either misinformed or poorly trained as I have been told so many different stories I am unable to verify these charges are not permanent. Being a senior citizen on social security I cannot afford to have HD or DVR installed if I am being charged for something I don't want and don't care about. I have set up an installation appointment for 6/24/19 but if these $75.00 increases are not eliminated after three months I will be forced to cancel my Direct TV account. Please verify that these increased charges will be taken off my account. No one in Customer Service will give me a straight answer.
Dear AT&T, I reside @ 8750 Mell Manor Drive # 35 La Mesa , CA 91942. Approximately 2 months I received a letter from AT&T advertising for cable and internet service their was a told of 3 services to choose from and if you chose one on you receive a gift card I chose the package with the 100.00 visa gift card and the ATT&T, customer service told I would receive the $ 100.00 visa card it 4 weeks after my first payment. As of today June 14 2019 I have not received my $100.00 visa card. at point I fill I was lied to by your service representative so I would take the deal. I found out that the card was never order when I called AT&T to check the status. I just want to know this is not right- being dishonest to people to make money I was always told that AT&T was company good ethic & high morals if AT&T, has these values you should makes this right.. If someone would like to speak with me I can be reached @ 619 .490.3707.
Tony Reece .
Springfield, IL: Three weeks ago, a storm took down a tree two doors down, laying it across the alley. My neighbors and I called the City multiple times to get them to remove the tree because it blocked the alley. It also took down the AT&T cable and terminal box that caused me to lose tv, internet and land line phone. It took a week for the City to move the tree. It took another two weeks for AT&T to restore services for me -- they were restored today, June 13. I had multiple conversations with multiple AT&T personnel and each time I called, I had to re-tell my story anew; no one had a clue about what had happened and I was told that case notes are not written down or shared. Twice, service techs came and left a note on my front door, saying they were sorry they missed me. When I called back, I asked why they needed me to be home (I work) and they said they needed to check my modem. There's nothing wrong with my modem!!!!! I asked if they had gone to the alley and observed the terminal box lying on the ground ... no, they hadn't. Each time, no, they hadn't. Today, I noticed that I had a new voice mail notification (on my cell phone) so I checked it ... I had multiple voicemails, as it turns out, all from AT&T, wanting to check to see if my problem had been resolved. I never did receive these calls; they all went to voice mail but did not appear until today. Several days ago I was dealing with a "Sam" and I noticed in the afternoon that I had missed a call, and thinking it was my neighbor calling, I called back. It was this AT&T Sam, who said he'd been trying to reach me, and he told me that each time he'd called me, his call was either cut off, or it went straight to voice mail. "Welcome to my AT&T" I told him ... "this is the kind of service I have with AT&T." It's a pretty sad commentary when not only do I not have internet, land line or tv, but AT&T can't reach me through their cell service to talk with me about my services. I came home late from work one day this week and spoke with a young man whom I couldn't understand. I am a retired social worker, respect diversity, and am very tolerant of other cultures, but I simply could not understand his thick accent. I even asked him to spell his name, but couldn't understand all the letters he was pronouncing. That does not make for a clear understanding of issues. He was very pleasant and said that it was too late to reach anyone who could help me, and that I would need to call back in the morning. I responded that no, someone needed to call me back. He said that he would have to fill out a ticket and get permission from his supervisor in order for that to occur, so I encouraged him to do that. It took quite a while, but he finally came back and said he'd gotten permission from his supervisor for someone to call me the next day. The next morning, someone did call me, and we arranged for a technician appointment later in the afternoon. This was the "Sam" I mentioned previously -- as it turned out, I guess he was unable to help me. This morning, I got a text from someone telling me that someone should be here today and when I asked for a timeframe, the response was "I have no idea." Sorry, but that's not good customer service. That's apathetic customer service. Luckily, it was just before I left for work, so I walked out to the alley, and did see an AT&T truck there -- and I talked with the service person "Rob" who knew none of the history or how long my services had been out. He was most helpful and got my services restored today. His supervisor (Richard Miller) called me later and apologized as well. Three weeks is unconscionable -- I do think there could have been a work-around, if someone who had a positive work ethic had cared enough. I feel like the red-headed step child and I don't appreciate getting the short end of the stick while being expected to pay fees that are unreasonable anyway. Just after 8 p.m. I called AT&T to talk with them about it but was told that the business office is closed for the day. You gotta be kidding me!!!! It feels like insult being added to injury!
Switched 3 phone lines from business to personal. One is operating 2 cannot receive or call out phone calls. Both can receive texts and emails, however it has been 48 hours since this has occurred. Spoke with At&t on Tuesday and they said Phones would be working in 24 hours they put in a ticket, called on Wednesday, same deal put in ticket will be working in 24 hours, called today, same put in ticket will work in 24 hours. So now I'm heading towards 72 hours without service on 2 lines and it is obsurd. I need immediate action, I'm sure I'll be paying for the two-three days my phone does not work, so I need immediate action. Beyond livid!!!
At@t representatives lied to me over and over I called at least 10 times to get the matter taking care of each one gave different answer they was rude and not 1 person told the truth ,I been customer for over 11 years and have never occurred such attitudes they would quote me something the the next person would be like oh know ,I have never heard anything like them ,I will soon not be there customer
On 6 Jun '19, my internet stopped working. I assumed it was a momentary outage (as has happened often, in the past), and waited for it to resume. It never did.
On 7 Jun, I called AT&T, and after a short troubleshooting, was given a repair window, of 8am-12pm, on 11 Jun.
On 11 Jun, just before noon, I got a text, implying that the techs were running behind, and would I like to keep my repair, for today. I answered "Yes", and continued to wait... and wait... and wait. Eventually, I called back, and was told they could set me up another appointment!! I told them all that had occurred, & asked if anyone was going to come fix the problem. After playing round-robin, with multiple operators, all telling me I needed to talk to someone else, my daughter asked to speak to a manager.
The manager FINALLY told her, that it wasn't me, & that they had a line problem! So I had waited all that time, for nothing!!! He told her the techs were still at it, & he expected it to be fixed today. Later that day, I get a call, from a "Charles", telling me the issue was fixed, & to call if I still didn't have internet. I called multiple times, & no one answered, or called back!!
On 12 Jun, I called AT&T, and was told they could setup ANOTHER appointment!! I asked to speak to a manager. The manager told me I was being setup, for a TWELVE hour window, this time, but didn't need to be home. I responded, that in a way, I did. You guys could fix the problem ANYTIME before 8pm, and at that point, it would be too late to do anything about it, if it still didn't work. I also asked why I had such a large window, I was trying to be patient, and wait my turn, but I had already waited!
I had no choice, & despite the extremely bad service, I ok'd my only option. When I said I wanted credit for the WEEK, I had been without service, this 2nd manager told me she could only do 6 days, because I hadn't called in that 1st day! I explained that was because I thought it was a momentary outage, that I had become accustom to, with AT&T, and that with all that had happened, I was surprised she wouldn't give me that final day.
She told me she couldn't, & that my credit would be for $12. So after all that's happened, & still might happen, you're going to quibble about $2 (the amount of one more day's credit)?!?!?!? It really shows how much you care about your customers!!!
It really makes you wonder how Verizon would have handled the situation.
The Customer Support Center, which is obviously an off-shore operation is staffed by under-trained and uniformed personnel who are a complete discredit to AT&T. I tried to communicated with the customer service operator that I needed an 800 number or email address to send in a proof of payment on a billing issue which I thought had been resolved on a previous call. The woman I spoke to did not understand that there were method other than on-line access in which to resolve the issue (Fax or an email address). She informed me that no supervisor was available to speak with me and was unwilling to take my number and have a supervisor contact me at a later time. This is probably the worst customer service experience I've encountered in over 20 years.
Your customer service center lied to me! No one showed for the promised repair service! That cost me Bye-bye AT&T - going to your competitor.
Our AT& T home service failed on 6/4/19. No calls could be made or received from the home phone. My wife and I reported this to AT&T customer service department 6/5/19. No one could not tell us anything and the recipient of our call could not speak very good English. We finally found out that a service person would come on 6/10/19. This is very inconvenient to be without telephone service this long without anyone being able to tell us what the problem is, or not being able to resolve the problem. We have had problems with the internet recently. We all know that services do break down sometime. But when no one knows what the problem is and do not communicate with their clients in a professional manner, it makes you feel like it’s got to be a better provider somewhere. We have been customers of South Central Bell, Bell South, /AT&T since the early 1980’s. We had to provide all of our information each time we called about this problem, and there has been quite a few. I know your company can do better than this. If it cannot, please let us know, so we can start looking for another alternative.
Our service has continued to get worse even though tech support assured us they would fix the problem and call us back two different times but did not. I pay the full price on my bill each month but am not receiving good service. We have been running ping test over the last two months, which can be used to observe network latency, and I am including some of these so you can see what is happening to our service. A ping that times out is in excess of 4000 ms, which is more than 4 seconds of the computer waiting for a response from the server. An average ping should be about 23-40ms if everything is functioning properly. If the people you have working to resolve these problem can not do their job fire them and hire someone who can. Unhappy customer ,my email address is firstname.lastname@example.org
Every month my bill goes up and for no reason. I was told my bill (for TV and Internet only) would be about $ 86 a month. For one month is was that, the next month $ 92 and for July now $ 131. Why is there no one regulating this rotten company ??? My initial special 2 year promised price doubled in 8 months. The promised gift card was a lie. I was charged $150 for burying the cable because they sent an idiot to bury it twice and both times cut through the cable. Third try, I had to pay for it. The techs (original set-up) ran wires on the outside of my condo (on the siding) for which I got a written complaint from the HOA and almost got a fine. The only reason I don't leave this darn company is that they are only slightly better than Comcast and I have no other choice. I would never recommend this company to anyone other than my worst enemy. I will call AGAIN to see about fixing my monthly cost but I know I am wasting my time and energy...it will only happen again next month and the month after that and on and on. I am cutting the cable as soon as I can. (Senior citizen on a fixed income....thanks Att/Direct TV) Another company is getting closer with their fiberoptics.....THEY will get my business as soon as they come down my street. Hopefully they won't be run by a bunch of crooks.
I was going to take my granddaughter off pre paid and get new sim. but rep said if I add a line I could get new phone free. then I get email saying there is a charge of 9.00 month for phone but after three months I will get credit. not what I was told. also activation free there was a charge. also I could change phone number to one she has right away know told have to wait three months or pay for phone not what I was told. I will never recommend att again. it has gotten expensive and they lie all the time. sprint t moble offer same plan on 4 lines for 100 and four new phones. I have had nothing but problems with your wirless servie.i do not like being lied to
Hi, I need to express my dissatisfaction about my experience, I am really frustrated with the wrong info gave to me by a representative. I do not have a current direct TV/AT&T service and I call and ask specifically information. My fiancée does have direct tv service, I ask if he can add another home (like a second home) and add direct tv service, the answer was yes and agent quote me $49.99 plus taxes or $39.99 with a $10 discount since he have a current service. in the chat I specifically ASK that the new service was on another home and a discount was going to be applied. basic channel (PPV) + canal sur+ 2 receivers (one free) - when he call this morning to put the service, oh surprise, this is not allowed.I contract customer servie and after a conversation I ask directly if they can honor the incorrect price quoted, is not about the $10.00, is about the fact that they provide me an incorrect info when I was very specific of the situation, I do believe that this is not a good way to represent AT&T and it become a very poor service.
I would like to know if there is a way to honor the price of $39.99 with all the inclusive, so he can add our home into his current account.
I would apprciate your repsonse in this matter-
you can contact me via email email@example.com or 602-697-2937
Here is a copy of the chat with agent Katherine, yesterday approximately noon.
AT&T: Hello! Before we get started signing you up for DIRECTV NOW, may I have your name please?
Katherine: Hi! My name is Katherine. How can I help?
Me: Boneka, HI, I am looking for the Canal Sur (Spanish)
Katherine: I will be happy to help you
Me: how much does it cost to have it? I do not have cable a tthis moment, I am really interested basically only on this channel, I understand that I will have to get a package, what are my options?
Katherine: To make sure this is for Directvnow
Me: direct tv or direct tv now, I need the cheapest since literally that's the only channel that I want
Me: is there a discount if my fiancé have his account at his home? will he be eligible to have a second account, is there a family plan? just curious
Katherine: Let me check the based plan for you
Katherine: Please give me a few minutes while I look into this.
Me: ok thanks
Katherine: Thank you
Katherine: Thanks for your patience.
Katherine: I have checked and currently Canal Sur it is under negotiation for Directvnow
Me: under negotiation?
Me: my fiancée have the channel at his home
Katherine: I see we we Canal Sur under Directv satellite
Katherine: under spanish package for $7.99/mo
Me: is a Peruvian channel
Me: how much it will be if I only need that chancel or do I have to do a package?
Katherine: To get the channel it will be required to get a package you can get the basic package and this channel
Katherine: Can I have the full address and zip code where you're planning to establish the service?
Me: what is the basic? how much?
Me: 13651 s 39th st, phoenix az 85044
Me: is this something that my fiancée can add on his package and have it in two homes? we are half and half
Katherine: let me check for you based in your area
Me: ok thanks for your help,
Katherine: So welcome
Me: r we able to keep this chat via email? before I make a decision I need to check with him with the options-
Me: another questions - we are planning to move together later, what happened if both of us have our lwn account, if one needs to be cancel?
Katherine: Absolutely, he can combine it with his services and will get one bill and a discount
Katherine: How many TVs will you be connecting to your service?
Me: I may do 1-2 or 3
Me: how much is a discount if he add my home to his account? ( I still need to have a basic package
Katherine: Will be $10 off in the monthly bill
Katherine: The package is for $35/mo+tax this package comes with free HD DVR
Katherine: and there is $7 charge for extra receiver
Me: How much will be the total with two receivers and with or without him
Me: thanks and sorry for so many questons
Katherine: Sure let me give you the total price
Katherine: Thank you for waiting.
Katherine: Based on what you have shared we offer Directv select over 155 channels +Free installation +Free HD DVR + 2tv +Canal Sur for $49.99/mo+tax
Katherine: With the combine bill discount will be $39.99/mo
Katherine: Just checking to see if you are there so we can continue.
Katherine: Please let me know if you're receiving my responses or I will need to end our session.
Katherine: Our chat session is now ending. Thank you for choosing AT&T! We appreciate your business.
Thank you for chatting with us today. The agent has left this conversation. Please continue to browse our website and use our self-service options.
Your chat may be monitored and recorded for quality purposes.
We have had excellent service until about 6 weeks ago, a storm came through and according to your service department, a tower was damaged in Blount County Alabama on Coy Road just off of Blount County Hwy 33. We have contacted your service department many times and were assured the problem would be fixed. Before the storm we had 4 and 5 bars of service on our cell phones now on a good day we might have 2 bars of service. We have internet (trough a mobile hotspot device), cell phones and tv service with you. We are having dropped calls, and loss of internet service, with degraded connections on both. Our home phone is VOIP and we have dropped calls and broken talk on this phone as well. The tower has not been properly repaired or our service would be much better than what we are receiving. Thank you for your time. Ernestine Chambers
as usual at&t is useless. i pay for phone service and about once a month some tech pulls my pair for someone else. useless
These idiots tried to charge me a 500.00 deposit per line for prepaid phones they will not get my business.
I am constantly loosing service. Although the problems are eventually resolved it will happen again. I am still waiting to have the line repaired again. This always takes over a week and then may not be totally resolved. Example: In April 2019 I lost service. After a week the repairman came and said he repaired the line. I had to call the next day because of constant static. He came back, checked the line but told me the problem was with the phones in the house and not the line. He told me I needed to buy new phones. I did buy new phones but that did not resolve the problem. I called him again and he checked the line more extensively and finally found the problem. After waiting a week for him to show to repair the line, it took another week to resolve the problem. I do not appreciate being told I needed to buy new phones, doing so, and then finding out that was not the problem. Now my phones are out again. This is totally unacceptable and should not be tolerated by a professional business.
During a storm last Monday a fire burned cables on a telephone post. The cables have to be replaced. ComEd came and replaced electrical wiring. AT&T has been promising me since last Wednesday that a new cable had to be put in and it would be okay. 4 different technicians have told me that the cable was being replaced the day they came out. To date - nothing. No one at AT&T can tell me when this problem will be fixed. They said they cannot communicate with the people that put in the cables. I find they very strange that a big company like AT&T cannot communicate with people who do their work. I work from home. I feel I have been very patient. This needs to get fixed.
I have had 3 failed service attempts with a field tech. No call back or reason saying why they were a no show. I called in on Saturday, spoke with a mgr by the name of Bernetta who promised me the issue would be escalated to 2nd level. Still no response. Called in again today and spoke to Jay, who couldn't (or wouldn't) give me his call back number. Claims to have rescheduled me again for Wed btwn 12-4. I need an explanation as to why it takes 4 calls at almost an hour long to resolve an issue. This is extremely poor customer service and need a call back at 314-704-1951.
My cable keeps cutting out, msg "connection lost". Tech came out today installed new box and problem started again. I live in an apartment complex and a few residents are having the same problem with ATT. The wiring in this building is a mess and needs to be updated NOW. What can I do to get good service again.
6800 Mayfield Rd # 409
Mayfield Hts., OH 44124
why do I have a phone and pay 160.00 a mouth that never has service now today no service at all today but every one ells does
Finally canceling my mobile service with AT&T after 20 years. Horrible customer service and EXTREMELY OVERPRICED. Valued customer my hiney. They will never gain back my business, to much competition out there to settle for AT&T.
AT&T has the worse Customer Service in History Both live and on Chat. First and foremost the hold times are ridiculous, the time that you spend on the phone trying to resolve your issues are insane. Most of the time the people who you speak to on live do not speak Good English which is very frustrating. Now, lets get to the major reason for my complaint. I am paying for a service with AT&T DirectTV and Internet ...I have had to have a Technician come out Apprx 6 times to repair my boxes that keep on going out. I was promised Credits for the inconvenience and never received some of them...I received a call from AT&T with a promotion offer of 70% off my bill and they processed the payment with the discount added to my bank account for 51.99 and advised me that I would be paid up through June, well the following day my service was turned off...so I called and chatted with Customer Service after holding and being transferred multiple times no one showed the promotion in the system..One gentleman advised me to send an email along with the copy of my Bill, the email from AT&T and the text message so that is what I did..In the meantime I had to pay my bill again!!! They claimed At&T does not make call outs with promotions-(I beg to differ) and that it could possibly be fraud...However, the email-text and bank transaction is from AT&T...I received and email back from AT&T and they said it would take 20 days to investigate the concern which is also insane!!! I have screen shots of all of my chat communications and the promises that I did not receive and I am also currently waiting for a Tech to come out and repair my boxes again.!!! This is the worse customer service in the History of poor customer service... You customers should not have to spend half of their days on the phone talking to you about issues and then hang up without anything being resolved...We are paying way too much money for your services...!!! Now I have a charge of $51.99 on my account from AT&T and you all have no clue where my money is...I would like to be made whole for my missing money, as well as pain and suffering!!
You all need to be accountable for you products and services & show you customers a little more respect and courtesy!! That is the Key to keeping peoples business!! You need to have a more accurate system and educate your employees on the services and processes!! Every time you call they stories change!!! I can provide documentation if needed. FYI I have filed a complaint with the BBB... This is totally unacceptable. You customer Service Reps could care less about Complaints being filed.
I can NEVER reach anyone in your company that speaks ENGLISH WITHOUT A VERY STRONG ACCENT. I ask for ON SHORE REPRESENTATIVE and it does not work. Please tell me a number I can call to speak with someone I can UNDERSTAND.
On March 20, I received a replacement phone for my Galaxy S8 Active belonging to Phone # 305- 790-0201. I immediately boxed up the defective item , attached the prepaid label, tore off the packing slip with the smart label tracking # and drove to the Post office located at 9833 Hibiscus St. Miami, Fl. 33257. The package was given to an employee and scanned.
About 2 weeks later using the tracking #, I checked on the package and it was picked up “ By Carrier” from the post office. I assumed it was on its way back to AT&T. Not so. I received my bill about 2 weeks later to find that I had been charged $769.00 plus tax for a phone that AT&T claims it never received. I have since learned that the company that picked up my phone was Newgistics and that they have a poor record of misplacing equipment.
Somehow this tracking # has disappeared into thin air. It seems that I have spent the better part of April and May on the phone from the Philippines, to India, to Chicago, to Atlanta, trying to get this resolved. I have probably repeated these facts 25 different times, to 25 different people.
I have spoken to Kimberly, Thelma, Sarah, Ariel, Tamara, Derek, Julio, and the list goes on. On May 15 Sarah was going to call me back. Never heard from her. I spoke to Ariel on May 17, and she totally understood because the same thing happened to her. She said she would not get off the phone until everything was resolved. Finally someone was going to listen to me. She was working with her Manager( Cliff Taveras firstname.lastname@example.org) to resolve this issue and wanted me to email the tracking #, which I did. I got a response back from Cliff that my email was received and it would be resolved by the end of the day, May 17. As of 5/23 I had not heard from anyone and I email back for the status That was the last anyone has contacted me. . My family has been consistent and on time with every bill we have paid for the last 30 years. Probably longer, when it was Bell South. I just turned 60 years old last week and did not wake up and decide that I was going to start stealing phones and lying so that I could keep a defective phone. As a matter of fact, I just purchased another phone for my wife in April. So as you can see, we are not in the habit of being dishonest. I spend over $5000.00 a year with all of my services with AT&T. To lose a customer for a $769.00 charge that is not my fault, would be bad business practices from your end. I already feel humiliated and beat down. This has been a real shake down. I will cancel all services as soon as I pay these phones off to protect my credit. But you will get your money sooner than later and will lose a very good and loyal customer. I am filing a complaint with the FCC and AT&T Corporate Headquarters
Billing, for many years my cell bill has been 130.00 per month, never changes
Month of May 2019 I get a bill for 4600.00 previous month it was 130.00 for a cell phone
I did see different messages come up close to three weeks prior and I called the 611 number
and spoke to a rep. and he agreed something was not right but not to worry bill would not increase
I expect a credit, now I am waiting on the reply as I called the 611 number again
I don't think you should be charging $5.00 for credit cards when paying a bill. Mind didn't go thru so our tv service was shut off. I'm not happy with the people you have to talk to when calling. I asked to talk to a supervisor and I was refused. So I will probably be shopping for another service provider as soon as my contract is up.
I purchased a new iPhone X complete with screen cover and case from your Mt. Airy n.c. Store approximately 12 days ago. After only 48 hours I began to notice cracks in the screen cover . This phone had not been dropped or had any trauma . I returned the phone today to above store location and the manager said that if the phone was returned within 14 days the screen would be replaced at no charge . After looking through his inventory he said he didn’t have a screen cover for this particular phone an d I would have to go online to order the replacement although he did have new ones on display. I think this is poor customer service at best. He should have replaced the defective screen. Having been in business for 45 plus years had I had an employee that behaved in such a manner he would be looking for other employment shortly. I realize that monetarily this is minor but principal and consumer service do matter.
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