AT&T’s earns a 2.2-star rating from 2163 reviews, showing that the majority of telecommunications consumers are somewhat dissatisfied with service and connectivity.
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terrible customer service
This is the letter I sent to AT&T Corporate:
This letter is an explanation of why we decided to cancel our installation with AT&T U-verse. The sequence of events that led to this decision would be laughable if they were not true. We are now satisfied Time-Warner customers, and the following explains why.
On March 31st, 2009 at 7:37pm I scheduled installation with AT&T U-Verse for high speed internet, digital phone, and cable TV service. I was initially surprised that the earliest appointment we could get was Sunday, April 12th, 2009, almost two weeks later, but attributed that to your system’s popularity.
On that Sunday, I was visiting relatives in Missouri, so my husband met the technician. After about 20 minutes the technician told my husband that there was no signal at our house and that external work would have to be done in our area in order to complete the installation. Here is where the story gets interesting.
The technician told my husband that someone would call him when the problem was fixed so that we could reschedule the installation. No one called on Monday, so on Tuesday, April 14th, 2009, my husband called AT&T, trying to find out what was going on. He talked to several customer service representatives, none of whom could tell him what was going on with our installation. He was told that someone would call him back and let him know the situation. But, no one called him on Tuesday, or on Wednesday.
I returned to Austin late Wednesday afternoon. When my husband returned from work that day, he announced that he had spent at least two hours that day on the phone with AT&T, trying to get some information. He finally got in touch with someone in the Engineering department who (does this sound familiar?) said that someone would call us back. Are you surprised to find out that no-one returned our call?
Wait, this gets better. On Thursday, April 16th, 2009 I took over the AT&T chase. The first customer service employee I talked to was named Chris. I have to tell you, everyone I talked to tried very hard to help me. They were invariably friendly and personable, but totally ineffective in getting our problem resolved. So, Chris looked at our record. He said that it looked to him like our problem HAD been resolved. This was interesting, since no-one had called to let us know, but never-mind. Chris went ahead and rescheduled our installation. He wanted to reschedule it for Monday, April 20th, but I told him I had a doctor’s appointment that morning. He found what appeared to be an available appointment on Friday morning, April 17th. I told him to go ahead and schedule our installation for Friday, which he assured me that he had done. I also decided at this point to make an appointment with Time Warner as well. If AT&T couldn’t get us installed by Tuesday, April 21st then our business would be going to Time-Warner instead.
Our appointment was supposedly between 8 and 10 am on Friday, April 17th. At 9 am on Friday I called dispatch, just to make sure everything was on schedule. But dispatch had no record of our appointment on Friday! They had us set up for an appointment on Monday morning, in spite of the fact that I had told Chris that would not work.
So, it was back to customer service for me. This time my customer service rep was named Yvonne. Like everyone else she was unfailingly polite and attempted to be helpful. However, she thought putting me on hold was the way to go, which she did as she tried to figure things out. I watched the clock, and I was on hold for a total of 45 minutes with Yvonne, during which time she could not tell if the problem on our line was resolved or not. She finally told me that she was trying to talk to dispatch and engineering and seeing if they could get someone out to our house the following day (Saturday). She PROMISED me that someone would call us back – either her or her manager. Yvonne sounded very sincere, and I think she was, but the system thwarted her too. No one returned my call.
Around 3 o’clock that afternoon I received an automated message from AT&T confirming my appointment for Monday morning April 20th! This flabbergasted me. I suppose AT&T had decided that by golly I was going to have that appointment on Monday morning whether I wanted it or not.
By this time I was feeling a bit fatalistic about it all. Part of me really wanted AT&T to show up Monday morning while I was at the doctor’s, but I went ahead and followed the prompts to speak to an operator. This time I talked to someone named Frank. Frank probably thought I was a bit crazy. The first thing I said was – don’t put me on hold, I’ve been on hold enough today! Frank assured me that he never put anyone on hold, and that he always called people back. I started laughing. I said well okay then, let’s hang up and you call me back. If you call me back you’ll be the first person from AT&T to have actually followed through on that promise!
So we hung up, and lo and behold! Frank DID call me back. I was impressed. I guess if you lower expectations enough through poor service eventually your customers are grateful for whatever slivers of respect they can get!
The best Frank could do for me by then was an appointment on Tuesday, April 21st between 12 and 2. Time-Warner was looking better all the time, but I let the appointment stand.
Over that weekend my husband and I discussed the situation and finally came to a conclusion. It simply was wrong for us to go ahead and install services from AT&T at this point. AT&T no longer deserved our business and should not be rewarded for the way they had treated us this week.
On Monday I called AT&T one last time to cancel our appointment. This time I talked to someone named Terri. Terri went through the usual litany of how you all were so sorry to lose our business and was there anything they could do to win back our service? I told her that at this point there was nothing they could do to make me change my mind, but if they wanted to give us a month of free mobile phone service to make up for the inconveniences we had suffered, well that would be great. Strangely, Terri did not take me up on my suggestion. She did, however, really, really want to put me on hold. I decided to pass on that, and terminated our call.
I know this is a long letter, but it was a very long week for us. I honestly feel sorry for the many nice people I talked to at your company this week that tried so hard to help me but were stymied at every turn by what appears to be a broken system.
We are now happy and relieved to have all of our services installed by Time-Warner. Rest assured that if anyone asks me which cable/internet/digital phone provider I would recommend, I will be happy to tell them my story.
A copy of this letter will be going to the Austin-American Statesman, the Better Business Bureau of Austin, and to Angie’s List.
Sincerely,
Lynn Nill
I suggest you do what we did - write a letter and send it to your local newspaper, to the CEO and District manager for AT&T Uverse, to Angie's List (worth the membership fee) and the BBB for your area. We DID get their attention after that and did get some compensation. They have a lot of work to do before they are an even remotely viable alternative for cable-internet-landline service, IMHO.
sales bait & switch
Where do I begin? the sales agent (whom at&t later blamed for my billing mistake) sold me a bundle package at a 12-month rate of $30-$30-$30/month. I still have the promo offer at&t hung on my door knob, and the signed sales order form on which the sales agent clearly wrote 30-30-30. with two additional receivers ($7/ea per month), my monthly charge should be $104 (again, as written on the sales order form I signed). well, I get my first statement, and of course it is incorrect, stating I owe $49-$30-$30 (+$14 = $123) every month now!
Customer service was rude, interrupted me, and also flat out lied to me by telling me the 30-30-30 plan isn't available in michigan! can you believe that, after they hang the promo on my front door! this is a classic bait and switch campaign orchestrated by at&t.
I was told a (one-time) credit would be issued to my bill, but of course, I have no way of knowing until my next bill comes! due to the non-existent customer service at at&t, I will continue to post and share my dilemma on as many complaint boards as possible. this posting doesn't even go into the nightmare that was my installation, but I will share that in a different posting/complaint.
The complaint has been investigated and resolved to the customer’s satisfaction.
SALES PEOPLE LIED/REBATE ISSUES
I have been dealing with issues from original sales call, misrepresentation of product and installation and what UVerse provided (they did not explain that the phone service was VOIP which would cause problems with a fax machine). I have spoke to numerous reps and have their ID#s only to find out that the next rep only apologizes for the misinformation of the previous rep and will attempt to appease you and talk you into keeping UVerse by offering you a different incentive - that by the way does not happen.
I just found out that I supposedly am not receiving the $250 gift card that was promised to me because at the last minute the rep changed my order to keeping my phone as a regular landline and not VOIP and bundling the package (promising me the rebate) - which I am now being told I will not be receiving. I told them to pull the "recorded call", but they are now telling me they don't really record all calls...interesting...hmmmm. Funny how they say they when you give the name, ID# and date of call and tell them to pull the call.
I am also now being told that my bill will be going up approx $67 per month after my 6 months promo is over and that I will not qualify for any more promotions (as promised in previous phone conversations - I also have the ID # of the rep). Let's see what happens in March. I will be cancelling my UVerse if they think they are raising the price of this mess after all I have gone throught.
I will not give up - I want my rebate and I will do all I can to get it. I do not go quietly. I will call every day if I have to and speak to every manager that works for ATT. They will get so sick and tired of talking to me. If I have to, I might even contact the local paper and see how they feel about ATT pushing their product in the area and not making good on rebates that are promised to customers that have been with ATT for 35 years.
WHAT!? Shame on you!? That's what you call customer service?! Shame on us is right, for being stupid enough for going with a bunch no class idiots like you at AT&T! Eat ### Winnie!
I live in California and the same thing has happened to me! I have been dealing with this problem for 8 months now and am about to switch to Comcast or Dish Network even though I love U-verse, it is just going nowhere.
I also signed up for the $30 $30 $30 deal which was not what I received on my first bill, not even close! They also messed up on my installation by hooking my our U-verse up to the wrong address, that was a whole other dilemma.
I spoke to many different At&t people for hours at a time, getting passed from person to person, nobody was helping us. Not one person would even let me speak to a manager. Recently I finally was able to talk to a manager and he was so rude and wouldn't give me his badge number and even accused me of lying!
My father in-law even works for At&t and is a manager for the tech side. He tried to help us and they gave us a $200 rebate only because our first bill was $380 and it was supposed to be $105! The rebate was great and all but we wanted our bill fixed to what they originally sign us up for!
At&t does not care about their customers and it is obvious they do not care about loosing customers for that matter.
I am sorry for your inconvenience. Here is a solution for you. Even though your understandably upset call the center or the sales person back if you can and get the name of the Regional manager or the General Manager that's what they are there for. They should all have a code as to who your sales person was becuase of your receipt and hopefully you took notes as well. You were pretty explicit in your comment. There are changes being made daily for better service and if given some time there will be some progress as well. The one thing to think about is YOU ARE THE CUSTOMER and that is what MANAGERS are for. If you don't talk to a manager shame on you if you did shame on them if they didn't do anything. The reason for the call center is to verify your account status and if there was a problem that should have been taken care of then. The sales person should help you or refer you to a manager to straighten things out. That type of misfortune makes it bad for the rest of us out there to make an honest living. I would not sell anything to someone that I felt was wrongfully misleading or over thier budget he or she should have known the product better than that as well as the phone center I agree. On the other hand as for the relationship that should be with the customer, this is why, our knowledge is power the sky is the limit, know the product better, also our honesty and our integrity should lie in the relationship with our customers. I wish you well.
I will keep my eye on the postings
Well, here is the sad part about this. I am in florida and was quoted in Jan 2009 that the 2 extra boxes that I needed were 5$ a piece and that i would be on VoIP telephone which would be 30$ a month. I then call back in the beginning of Feb 2009 to finalize and place my order and scheduled my install for the last Friday of Feb 2009. I again was told the boxes were 5$ a piece and that the VoIP service was 30$ a month. I specifically asked what my total was with all my services combined. I was also quoted a total (with my Uverse and Cell bill combined) would be 220$ a month. When my first monthly bill came in it was 248$ a month which is ok since I figured that taxes and FCC stuff would be about 28$ so I shrugged it off. My wife logged into the site and paid the bill. Now, 2 weeks after paying the bill I get a late notice for $248 that would be due by the 18th of April. This kinda shocked me since I made the payment. I called the billing dept and was informed that the boxes went up to 7$ a month and the $248 was just for my Uverse service (not including my Cell service). I asked him when the boxes went up in price and he told me that in Jan 2009 they sent out a notice to thier customers informing them of the change in price for boxes and that VoIP was not going to be available in my area in Feb 2009 as they said. Now, since I was not a Uverse customer, I never got this letter. The billing guy was nice and did apologize and told me that if i wanted to change my service I had to do it online. When I go online to change my service, it wont let me since I have an outstanding balance. Seems they are going to get me anyway they can.
Someone needs to tell these sales agents that they are not just trying to get a sale. They are trying to build a relationship with AT&T and they need to inform the customers of all changes and charges. Seems like I got ripped off and the sales person who I sat on the phone with for 4 hours figured its just one more ### to take advantage of. I wonder if there is anything legal I can do to fight this.
awful service
I canceled my AT&T Internet service after 3 days because the service and connection were really poor. I called to cancel and the guy told me that there was not going to be any charge because i canceled before the billing of the month and that i would just have to return any equipment given to me to avoid any charges. I returned it and after a month they sent me a bill for $99.95 which said it was for the service, equipment and shipping.
I only used the service for 3 days and they charged me for the whole month. I called again and the lady told me that they should only be charging me for the shipping and nothing else because they received the equipment and that i should get an adjustment on my bill. I asked her if i should wait for the next bill and she said yes. I waited and what i received was not a bill it was a letter saying that if i didn't pay the 100 dollars that i will be sent to collection i waited 3 or 4 days and a person from the collection agency gave me a call saying that i must pay.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had it set up with my bank to pay my bills electronically when i noticed my new cell provider sadi missed payment I went back in and saw my bank was still set to pay AT&T and not new phone service. So after talking 2 different peole in 2 different departments giving all my information that i had paid them by mistake and told them the amount that wrongfully got sent to them that I would like my money back.
I then was informed that I would have to go to my bank and get PROOF I sent them the money and fax over to them a request to get my money back that would take 3 to 4 weeks to process and get my money back. I asked if they could just send it back to my bank and they told me they need proof it was my money and came from my bank which I had paid them that way for at least a year or more.
What a joke and thats why I told them I left was because of service like that and I would tell any that would listen not to use there cell phone service EVER!
Since repeated phone contacts with AT&T do not appear to resolve any issues, I filed this complaint with the Better Business Bureau and the Federal Communications Commission:
Issue #1:
I purchased a phone with a 2 year contract from Amazon.com on February 26, 2008. The SIM card did not work, so I called AT&T and they promptly issued a replacement that worked, and I also had my old phone number ported over at that time. I set up my account to receive electronic invoices, and paid my bill online as well. So far so good.
Since I was paying everything online and all payments were current, I didn't open up anything from AT&T. Nothing personal, I simply recycle all junk mail without reading it. I didn't need nor want any advertisements from AT&T. The receipt of junk mail from AT&T is not my complaint. This only is to illustrate why I hadn't noticed this situation sooner. One day I was bored and actually opened up one of the envelopes from AT&T, so see a bill for about $450 for a number that I had never had and a threat to send me to collections. I promptly called AT&T. Upon hearing of my situation, I was transfered to their Fraud department. They determined that it wasn't actually Fraud, but simply a mistake on their part for having this extra account open in my name, and since there was no activity on the account proving that I never had it, the customer service representative said they'd take care of it and I wouldn't owe anything.
If this is actually what happened, I would have nothing to report.
So I shredded the bill as I do with all my paper work. Why keep it around if everything is taken care of?
A few weeks later I started receiving calls from collections. I ignored them at first, thinking that once AT&T contacted them that I owed them nothing they'd stop calling. Well, that didn't happen. So I called AT&T back thinking they simply neglected to stop collections on the account that they were in error on. Nope. I initially had an extremely rude AT&T "customer service representative" who belittled me for getting a cell phone that I couldn't afford and not paying my bills. Huh? I could afford my bills just fine, but simply saw no reason to pay for an additional phone number that I never authorized AT&T to put in my name in the first place. So I hung up, and perhaps that was rude on my part, but I wanted someone reasonable to talk to. I got another representative that again said this was all my fault and I owed the bill. I'm not sure if I went through another one or two representatives, but I finally reached someone who looked at the notes from the initial call, understood what was happening, and took care of canceling the account that never should have existed to begin with. I wish I knew her name, because she actually took care of it. Case closed. I never received another bill for that number and after a few weeks collections stopped calling. And I wouldn't bring up this issue except it wasn't an isolated incident.
Issue #2:
At the time, I did legitimately have two cell phone accounts (Issue #1 above dealt with a third erroneous account in my name). As of June 2008, I had no more use for the second phone, and since I was no longer under contract with that phone I called AT&T and told them that I wanted to pay my account for that phone in full as of that day and cancel the account. They did succeed in canceling the account.
I then received a paper statement (I now knew to open up everything from AT&T even tho I set up for electronic statements) for that phone for the following month. I called AT&T and told them that I had previously called to cancel the account and paid the account in full and wished for these charges to be reversed. I was told that would happen.
It didn't.
I received a bill the following month for two months of service. I called AT&T again and again asked for the charges to be reversed. I was again told they would be.
They half were. One month had been removed, the other month remained. Again I called AT&T, and again I was told it was taken care of.
I received a call today from a "resolution center" that said that if I didn't pay the $79 right here and now for the balance on my AT&T account that it would go to collections and be reported on my credit. So not only had I been repeatedly informed by AT&T that everything was taken care of when it wasn't, I got bullied into paying for a month of service I never received.
Contact with AT&T a few years back resulted in our assuming an "all-in-one" telephone account that covered three (3) telephones (one business, one personal and one a dedicated fax line). We paid the statements with two (2) checks, one business account and one personal. On one occasion AT&T lost the personal check and we had to replace it with a new (the original cost us for a stop-payment).
Then we were contacted by the 'new' AT&T and advised they could save us money by changing the account. Done. The final bill from the 'old' AT&T arrived. We paid it with the usual two checks. We got a closing bill for $27.66. We called and advised the processing office that the bill had been paid in full. They said we had to prove that, so we went to the bank and got the cancelled checks, filled out the AT&T forms and were advised they would launch an investigation. It has been 5+ months and we are still receiving collection letters and threats of disconnect and now one from a collection agency (independent).
We were provided with claim numbers and told that a resolution letter would arrive soon -- when? We have a superior credit rating as we have always paid both our personal and business invoices in a timely manner. What this company is doing is jeopardizing our credit and trying our patience.
I'm telling you they won't let me cancel my service until I pay $846.00 dollars because my bill is $1, 605.00 and they won't let me turn it off myself, they said it was going to be shut off Oct.2 and would not let me do it before that, because they want to charge me more money.
They are charging me to much for my combined billing, home phone, internet, tv, and wireless all these on 1 bill and they charge me 79 dollars for some stupid tax every month.
your problem w/at&t sounds alot like mine: billing for no service, RUDE and uninformed customer service, none of them have a supervisor, or manager above them (I guess i was talking to the ceo each time i called to complain...ha!), refusal to work w/customer's erroneous charges, and unable to admit they were the source of the problem. when i worked for at&t i would have gotten fired for that kind of behaviour. apparantly at&t doesn't care anymore. as a result, i don't care about that. i spread the word to all my friends and family and they have stayed away from at&t. they have all complied. maybe this is the only way to get their attention. i am also filing a complaint w/better business bureau. not that it will do any good, but at least it's my way of sticking it to them. BEWARE OF AT&T!
physical& verbal assult by person sent out to install
This concerns the fact that I was that I was
Emotionally and physically abused
By a installer (Brian) from at&t before he even got into the house. I had to call the police on this guy because I was so scared of retaliation later. I was on the phone trying to reach his supervisor (Kelly maguire) which made him crazy mad. She finally called for a brief moment to inform me that since I called the police on her employee they would not install the at&t bundle.
(Full story below)
To whom it may concern,
My family has had service from your company in our home (Owned by our family since 1907) from the beginning.
We were interrupted at home one day by a semi-pushy salesman and was talked into getting the at&t bundle pkg. He was telling the private community we live in (Spring lake, in) that we were all approved and could have this installed.
We received a date for installation and were eagerly awaiting our new services.
Then we were informed that we didn’t have enough credit to get the services we picked out. So, we had to cancel the date of installation and get to the bottom of this.
A week or so later, we received an apology letter letting us know (What we already knew) which was that there was an error with their computers and a bunch of people were wrongfully informed they didn’t have good enough credit for at&t, and now we can get whatever we want!
So, all the sudden we were good enough to make another date to have this installed.
15 days later was the first time they could “fit us in” that right there was an inconveinence. They had already suspended our services to switch over to att. Which resulted in about 3-4 hours on the phone complaining that no one was helping us and we should have already have the “bundle pkg”.
I received a $30.00 credit (Whoopee) for not having the bundle because of an error that was at&t’s fault. And the fact that we had to wait another 15 days to get it.
The morning of the installation (Between 12 and 2pm) I was excited to finally be getting what at&t so eagerly wanted us to get. (Approx. 10 letters and so many e-mails I cant count for our business).
“the altercation”
The “premise technition” (Brian) was coming down our road while I was on the phone asking about the statis of our order. I got excited and told her nevermind here he comes. He went around the corner and kept on going so I said (Nicely)“right here guy!”he looked at me like he wanted to kill me. (If looks could kill kinda thing) anyway I was still on the phone with the csr so she heard me and knew I wasn’t being mean.
I went ahead and hung up the phone and he backs into our driveway…I say “hey guy didn’t you see me?” he replied (In a stern commanding voice) and I quote..”now listen here, I have to back into clients driveways so I went around the block…. Do you understand me?”
I let that pass and tried a different approach and I quote myself “ oh man I hope you are good with computers when you install my dsl.. I think I messed it up this morning.”he replied in the same loud and condescending voice… “that is not my problem”
I was shocked and my mother had come around the house because she heard his tone of voice and was concerned and she witnessed what happened next……
I went to my front porch and got on the phone right away and that’s when he said “to hell with you I am not installing nothing for you…I don’t like being threatened.”
I replied i’m just calling your supervisor to make sure this goes smooth because you seem to be in a really bad mood and its not fair to take it out on me…. I don’t let people talk to me that way, I feel like you are being verbally abusive.”
That’s when he came off the porch and shoved into my right shoulder and then his arm brushed across both of my breasts. I almost fell. I was in total shock by then and he loaded up his things while I stood there dumbfounded. He was still cursing and yelling when he got in his van and took off like a rocket. Like I have said this is a private community and the speed limit is 25mph.
About 30 minutes later or so is when someone called me and told me they were refusing to install it now.
Needless to say I spent the next 8-9 hours on the phone with a number of csr’s and
Supervisors (All documented by me) I got no satifaction whatsoever. I did speak to some that were outraged and some who were cold and harsh.
The next morning I started over and the first csr I spoke with talked found this guy ‘brian’s’ boss told me her name and number. (Which no one in the 8-9 hours of trying to find her could/would do)
She told him she had been trying to get a hold of me all last night and this morning and had left messages.
That is a vicious lie, I had not one message and practically stared at the phone all night. I then called and of course she did not answer, so I left a message letting her know I only made whats called a “cad” (Computer aided dispatch) report with the police just to have this on record. I wasn’t going to press charges. She called my home phone and spoke to my mother because I was gone with my 6-year old daughter to the park.
My mother had nothing to do with all the calling and messages I had left so she really didn’t know what to say but instead of this “boss” calling me on my cell which I had asked her to do.
She informed my mother that we were 4200 feet away from being able to have it anyway.
That was such a lie because our neighbor who lives right across the street has it and my friend around the corner has it also. I’m talking a matter of 10-20 yards from our neighbors house plus the fact that they already approved us to have it and was ready to install.
This is just a matter of “u-verse” trying to make us go away and not get anyone in trouble.
I will not stop pursuing this until we have the service installed and this guy brian and this girl kelly maguire are fired from a job that somebody else could use in these hard times.
I am 42 years old and not in good health to begin with.
Since this happened to me I have considered going to the hospital many times because of racing heart and my hair is coming out in handfulls.
Verbal and physical abuse from him and lying and refusing service from her should not be something at&t condones
Pic shows just how far my neighbor really is...
The complaint has been investigated and resolved to the customer’s satisfaction.
fraudsters and scammers
Last month my AT&T bill had $220 in usage fees. I was shocked because I've never (in more than 10 years) exceeded my allotment of minutes. Turns out the reason for the charges is that I do not have unlimited mobile-to-mobile calls (m2m). I have a legacy plan that existed before the m2m was given to everyone.
AT&T advertises that all their plans now have m2m so we started using our cell phones to call each other. These calls were all to/from 2 people that do have this plan or between the phones on my plan.
I called AT&T and the representative offered me an airtime credit for the m2m charges, if I changed to a plan that included m2m. She told me of a plan with 450 minutes, one with 700 minutes and the family talk plan. I told her I wasn't happy with these options, but I would check with my sister & my parents to see if I could join either of their family talk plans and call back with my decision.
Three days later, I joined my Dad's family talk plan. The agent in the store told us that he wasn't sure if I the credits would go with the phone, to the new plan, or if I would get refund on my charge card, or if I would get a check.
Two days ago I received my closing statement. They didn't give a credit, in fact there was $134 in m2m charges! My sister called immediately and explained the situation. The representative said she would credit the airtime charges but only if we upgraded to the 450 minute plan. She said that we needed to pay $10 to upgrade for the periods we want to dispute. My sister wasn't too happy, but $20 for the two months was better than $354 m2m charges. The agent said that she would put the credits through and that someone would call us by 4/28 to confirm everything.
Yesterday evening Laura called to tell my sister that they were denying any further credits because the account has been closed. My sister told her that was fine, we didn't want anything more than what the agent put through already. Then Laura said, so your total due is $63. My sister said, no there's a credit of $160. Laura said all the credits were applied. What she saw was not a credit from AT&T, it was a payment from us. My sister explained that we have their autoplay plan, so the bill was already paid before we realized their was a problem.
Laura said that the other agent only processed a credit for the most recent month and that was done in error, so no further adjustments would be made.
I called back and spent 2 1/2 hours on the phone before losing the connection. I spoke two reps before finally being connected to Shauna H. who said the only option left was to reopen the account, and then request the credit, but that it was a complicated procedure and she didn't know how long it would take.
She told me bottom line --
(1) They were willing to issue credit if we had changed rate plans, but I didn't do it at the time I made the first call and the offer was only good then (this was NOT explained to me). (2) When I joined my Dad's family talk plan, my account was closed, so there is no account to credit. I should have had my Dad join my account (this was NOT explained to me). (3) They will issue a credit to a closed account, but they won't send a refund check. The negative balance will just remain in the closed account.
I said that would be fine, if she would send me a final statement showing the negative balance. She said she could send me an email. She put me on hold and then the connection was lost.
I have made three calls since and am now being told that Shauna H. put in her notes that she can't issue a credit that would result in a negative balance AND that we were disconnected AND that if we call back advise us that we are not to get any credit for $195 or $325.
The last person I spoke to also told me that Shauna had in her notes, we have 59 days to reopen the account and upgrade to the plan that costs $10 more a month, if we want to request the credit. But it will also cost us $18 per line to reopen the account and we will have to submit to a credit worthiness check.
So here's where it stands. They say: we gave you a credit of $134 airtime (minus $10 upgrade) for the most recent month, so you owe $63. I say: they still owe us $160. They say: If we pay $46 ($18 per line + $10 to upgrade the first month) they might give us the credit.
The complaint has been investigated and resolved to the customer’s satisfaction.
Won't Stop calling Scam Artist - Call Center
Derek Simmons
Cyber Representative
AT&T Advertising & Publishing
9315 Olive Blvd., St. Louis, MO 63132
[protected] ext. 83579
[protected]
[protected] fax
Ds008u@att.com
scam and cheating
AT&T long distance has opened a fradulent account in my name and billed me for 3 months of fees. I have no account with them and when I try to contact them they won't email me back. I tried to call them and I get sent to the bill pay department customer service says 'they will help me when my account is up to date'. When the bill pay department 'transfers' me to the customer service I get disconnected! I went through this with them 3 years ago and it took almost a year to get them to leave me alone. DO NOT USE ATT LONG DISTANCE!
The complaint has been investigated and resolved to the customer’s satisfaction.
Had to speak to a total of eight people over the course of a month to find out exactly what all the bogus and hidden charges were. Asked to cancel service many many times before it got disconnected, but they still tried to charge for it.
For a huge filthy rich behemoth they sure are behind the times technologically. Collections does not have access to all account notes. Customer service does not have access to collection's notes.
Bottom line - do yourself a favor - pay someone else more just to avoid at&t at all costs! Beware - this company will cost you more due to their incompetence.
They don't deserve your hard-earned money. At&t stands for "ay, take this!".
ATT suck suck suck suck suck suck suuuuuuck!
seriously, they suck so bad
billed me to much
AT &T is the worst company to go to for phone and internet service...I wish they would record their people when they set up orders and when they talk to customers...I asked to be set up on life line because I am disabled They said it would cost 19. a month with free install...then internet would be 19. a month plus the cost of the modem ...I got a bill for over 300. for the first month...19, 19, & 50 does not equal 300...I called and they said I did not ask for life line and I could not get it...I told them that's pretty funny seeing how I'm on it now with another company...And told them why would I volunteer to pay more for service that I don't have to?...I asked them to resummit my application and they said no...I had to pay that bill first...I will pay what I owe but no more than what I was quoted...That's to bad I really like the service...
The complaint has been investigated and resolved to the customer’s satisfaction.
scam charges
I purchased ATT/Dishnet work last Sept ('08). I missed the last endings of all, all, every game of the World Series. I called a number of times receiving assurance things will get better. I continue to get the same poor service. It is April 2 and nothing. I have had repair people out on at least three occasions and nothings.
I pay close to $100 a month and get almost nothing. They tell me we will reduce your bill by $10 a month! So now I will pay $10 less for the same nothing. The penalty for canceling is $180. I pay via auto pay, so I can not tell them 'come and get it.'
They continue to tell me that the will get it fixed; they do not, and I continue to pay them close to $100 a month.
I would like to file a claim in small claims court, but I (just) don't have time.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have never been so disgusted with a TV net work as I have been with DISHNETWORK. I get home from work at midnight and start watching a movie and it goes off in the middle of the movie. I get an error screen that says contact customer support. So I call the number and get a recording that says I have reached "support" after hours. I never got that with Cox Cable. I could call them 24/7 and get a very helpful tech that would solve my problem (which was very few) I spend most of the time I would spend watching TV trying to reach a TECH. They say it will cost me $180.00 to get out of my contract. The very moment my contract is up I will leave this crappy DISHNETWORK and go back to Cox Cable.
I have dish net work I cannot get the braves home games they said i would get them. I want to get the games. I was promised them. I want to cancel this network and get direct tv. without a to so please get me where we can see the games.jrp
unauthorised charge on my bank account
I have a charge on my account for $53.25 on 4/3/2009. reference sez 4814 vesta *at&t.. I do not who way thise is there but its not supposed to be there, please reverse this charge...
I have been double billed on my debit card March thru July of this year because a cust service rep failed to cancel my old number out when I got a new phone with a new sim card. When I called cust service they offered one month of free service. This is not right! They know it costs more to hire an attorney than what the refund would be so they get away with this. From what I read this sounds like a practice that has been going on for some time. Vesta claims that when we accept the phone service we are giving up our rights to a refund. I wonder how much this makes them in a year?
Debra Messer
Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.
If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email ecustomersupport@trustvesta.com
or call toll free [protected]. A representative will be glad to assist.
Vesta made 2 unauthorized deductions from my checking account. Apparently they took info off of one of my checks that I mailed to pay an outstanding AT&T bill for my cousin. I went straight to my bank and signed an affidavit stating that I did not authorize the ACH transactions. They said I should have my money back in 2-3 days.
termination fees dispute
I had a service with AT&T Wireless for over 1 year. I was on the highest, unlimited plan- using and paying for all that they charged me- unlimited phone calling, unlimited data plan - the works. I was always prompt with my payment which were typically over $150 per month- and sometimes even more.
I was out of the country for a month in January 2009 and downgraded to the least plan since I was using a local phone in that country (international roaming was not feasible at all). when I returned, I found out that my company mandated that we switch providers because they deemed AT&T too expensive and asked us all to switch. I called AT&T and the rep was nice enough to waive off the early termination fee. I also told her that I was on the minimum plan and if there was any overusage on my account, I would be happy to upgrade the plan back to unlimited so that I could not get hit with over-usage. But she told me that I was in the clear and fully paid up till March 6th.
And guess what happened- in the last bill- they hit me for $811- incl early termination fee and $540 for over-usage. I called them up and after much heated debate, they admitted fault and waived off the early term fee. But refused to adjust over-usage despite my impeccable history of payment with them. And the rep was so rude- she hung up on me ! They clearly do not care to get their customers back- I had no issue with them and would have happily used their services again- but NEVER AGAIN. And because I am no longer their customer, they do not care about putting fair billing practices in action for me...
The complaint has been investigated and resolved to the customer’s satisfaction.
I am experiencing a similar scenario. AT&T is the worst company I have ever dealt with...a nightmare!
lousy technical support/help
Since March 5th 2017 my AT&T Internet connection drops off on a regular basis in the evening. Every evening. I have called AT&T many times. Each time I have repeat the entire story and situation (don't they keep a history?). I get the same old line checks etc. etc. No help. Three servicemen have been dispatched, but they never show up when I'm home and they give me the same anaswers. Either "were stumped and can't figure it out" or "it must be inside your house". But they do not return when I am home. The latest serviceman left a temporary jack installed that bypasses the phone box and house wiring. Internet still drops off, proving it's "not inside my house". But now I have no voice line or Internet line at all. And after today (04/02/09) the field service techs are going on strike. Will I be left hanging with my phone wiring disconnected?
AT&T has failed to focus on a concerted effort to repair my issue. They have not offered any sort of reimbursement for downtime, and quite frankly have not made me feel like any sort of valued customer.
As soon as I can figure out how to migrate all of my email messages and folders out of the AT&T email environment I'm dropping them.
The complaint has been investigated and resolved to the customer’s satisfaction.
you call tech support for help. they need more help than you do. put on hold forever. when you get a tech, he is in a foreign country and can hardly speak english, must less understanding what he says. SUPRISE< SUPRISE< SUPRISE. you know more than he knows. he couldn't help you if he REALLY wanted to. QUESTION? why does an american company have their tech support department overseas, staffed with a ton of very ignorant people who cannot even speak proper english to help you with a problem that they know nothing about. would be nice if they actually had a degree in computer technology, rather than filling an empty chair with an empty head. ATT/BELLSOUTH internet in my book ranks as one of the most inefficient companys to come down the pike in quite some time. what else to say except you just plain "SUCK"
I don't understand how AT&T is still in business. Their customer support sucks. I had no internet or phone service for over a week while waiting for a technician. They missed their initial service date, prolonging my down time. When the service tech finally showed up, it took him less than 5 minutes to fix the problem. If they don't have enough service technicians, then maybe they should hire some. I work from home and I need an always on connection, that is what I am paying for. I also called about my internet speed, I order the DSL Elite package which claims to have 6 Mbps downstream and 768 kbps upstream. I am getting the 6 Mbps downstream, but I am only getting 512 kbps upstream. The service tech tested my line and said that those speeds are normal. If up to 512 kbps is normal, why are they advertising 768 kbps on their website. When I had Verizon, which is unfortunately not available where I live now, I got what I paid for. With Verizon, I was getting up to 8 Mbps down and over 800 kbps up. They advertised 7.1 Mbps down and 768 kbps up, and I got what I paid for. Isn't it illegal to falsely advertise? I am currently renting a house, I hope that the next house I move to has Verizon service. Oh, and how hard is it to fix a problem that every customer is experiencing. Why does AT&T internet connection drop intermittently? Why are they still in business?
haven't received my $50.00 rebate
I agreed to service with AT&T the end of Jan. 2009. It took several days before I could use my phone there were problems at the pole. After three days of not using my service AT&T promised me a credit. The operator said that she couldn't credit my account then because I didn't actually have a bill due yet. I knew this was going to be a problem she said call back when I got my 1st bill. In the mean time I order internet service through AT&T. I received a bad modem so another 4 or 5 days passes can't use internet. They send me a new modem. They told me they swould credit my account for my trouble never seen that credit. Today get bill no credits for anything. No $50.00 rebate either. Call phone company only thing I could get from dsl dept was $20.00 credit no luck with credit for phone service or my rebate offer. They told me to visit the rewards website for my rebate. I dont see anyway to get my rebate offer!
The complaint has been investigated and resolved to the customer’s satisfaction.
fraudulent sales tactics
I called AT&T on 5/5/08 to cancell all of my phone servcs & to inquire about a dry loop DSL internet connection. The rep. asked why I was cancelling my phone servcs. . I told her that I was considering going with another provider & that I only needed internet service. She then asked me how much this other provider was going to charge, which I thought to be distasteful, but I decided to tell her it was to be $24.00 Mo. for all phone servcs. . She then told me that she could offer me a great deal, Local serv. @ $24.00 Mo., Unlimited LD @ $13.05 Mo., & Internet srev. w/ an upgrade to 6.0 @ $32.95 Mo. for atotal of $70.00 Mo. plus all applicable fees & taxes, plus she would give me a $20.00 per Mo. discount for 6 Mos. & a $50.00 cash gift voucher. When I recieved my next bill the ammount due was $98.00 & there was no mention of the $20.00 discount, I then called & spoke w/ 2 different reps. who both told me there was nothing they could do to correct this problem & that no one should have offered me this package, at that time I told them to disconnect all of my services & I hung up abruptly! Next day I noticed that all of my svcs. were still operational so I called again & told them to disconnect again, again they did not turn off svcs.. By July I decided that I might as well use the svcs. & only pay what I was originally contracted to pay. They then started sending inflated bills to which I only payed the contracted ammount. This went on until Nov. '08, at which I then called to disconnect again! But guess what, they still did no cut off! they finally cut my phone in Dec. '08 or Jan '09 & my internet in Feb. '09, I do not intend to pay them for the time between Nov. & Feb. . The next thing I recieved was a collection notice stating that I owed them $309.44. I had already registered a complaint with the BBB.
PS; I still have not recieved my $50.00 cash gift voucher & I do intend to register a complaint with other state & federal authorities.
The complaint has been investigated and resolved to the customer’s satisfaction.
It is the worst thing to be stuck using a phone service provider that lacks skills in telling the truth or providing quality and dependable service. AT&T is a terrible company. They promised that broadband would be offered in our area that has been almost 3 years ago and they keep saying the same thing when you call. Every time a storm or something happens it take days instead of hours to get the phone turned back on. It is very discouraging dealing with this company. If you have a choice do not choose AT&T.
uverse at&t rewards
I referred two people to AT & T Uverse for their AT&T Referrals program in August and October of 2008, and did not receive the rewards for them. On the website it asks for their phone number or their Ban number. I entered their phone number. After waiting 4 months, and no rewards, I called and was told that I had to enter the BAN number, the CS rep said that she would reenter with their BAN number. I waited another two months, and was now told that they registered after they had already received service, and you must do it before (I did the first time). DO NOT refer anyone to ATT Uverse. The two people that I referred have had nothing but problems with their service, and one of them is going back to Direct TV next week.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been a customer with att uverse for the last two years.This last november i moved to a different apartment and therefore had to discontinue my services.When i called to say that i was disconecting services i was refered to their customer retention department.I had several conversations with different individuals including two manangers who offered me some promotional credits as well as rewards that i was supposed to recieve after thirty days of re-instating services with them.All this turned out to be lies.
To start with their intial serviece instalation was so unproffesional and i had to call them 2 times within the first week for their technitians to come back and rectify some problems with the service.
When my first bill came they had charged me instalation fee which they had said they would wave and the credits they had promised were not reflected on the bill.When i called them they said that there were no such comments showing on my account.I knew i had been promised them because i had talked with their managers two times regarding the matter and it was on of the things they used to convience me to reinstate services with them.I was very annoyed that their customer service representatives includieng their managers tell such shameless lies to potential customers.They make promises they don't intent to honour and therefore do not make any notes on the customer accounts.
After urguing with them for sometime i told them that i was going to disconnect the services and thats when one of the managers said he would give me a $75 credit for the disruption of services i had had for the first two weeks.He also said that when i had the services for about 30days to go to their reward centre and claim my rewards.When i went to clam the rewards after 6weeks of service their system could not recorgnise my account number and therefore refered me to the customer service department at the centre.The lady i talked with was the most rude customer service represeantative i have ever spoken to.She kept interupting and speaking over me whenever i tried to explain what had happened.She finnally said that i did not qualify for the awards because of the credits i had recieved.She had no courtesey to even give me time to explain to her that one of the credits i was given was supposed to compasate for the interuptions i had had with the services int the first two weeks.I could tell from the way she was talking that even the managers who i had spoken with before never put any notes on the account.
What they dont seem to realise is that there are many other companies offering the same services they do and a customer has a choice to move where they feel treated with respect.It's no wonder whenever i spoke with their representatives in the initial stages each one would remind me that i was going to recieve a survey call from the company's automated system and they all solicitated me to say how well they had served me.They are a bunch of evil people who have no shame to lie to a customer and solicit for a good comentation with the same breath.
Bottom line, I'm leaving Att uverse and will never use their services again i will give the same advice to anybody i talk to who asks about them.Whan they seem to forget is that word of mouth is the most effective advertising there is.
This is Mr. Lawrence your were attempting to help me with my rewards that I never received from att uverse. I received 1/3 of what I was promised and then the reward center only showed what I received and not what was owed to me. I was advised that it would take at least a week before it would show up and it has been a month since I and I still don't have my $100. The promotion was $100 if signed up by phone and $200 via the internet. I signed up via the internet and was contacted by Mr. Maro how offered me an addtional $125. Unfortunately Mr. Maro has not contacted me as you attempted to have him do so. I am no longer concerned with the $125 as I am about to turn off the phone line that I currently have.
I am not happy with the business division of the company you work for. When I google att Uverse rewards the fifth link that comes up is a complaint board filled with complaint of people how have not received the rebates or promotions promised on the ATT website. It seems as if I am another victim our this ATT Uverse lose leader tactic were in att breaks its promise to pay what it owes. I understand this marketing practice but the way it generally works is that the business take a lose on whatever they are promoting in order to increase sales through out the rest of the business ie $200 if you sign up online + an additional $100 if you do a three way bundle were in the company increased it's monthly income getting back the $300 with in that transaction to at most 3 months time. But it is bad when I read about people like my self who was going to take that money and put it back into the company after all dosen't get what was do. I was also promised two months at half price and was given less. Where in my bill was to be $78 for both August and September. When I spoke to you you told me this could not be done, but you did take $50 off making my bill $105. I write this to say that I see a trend which does not provide the benefits I enjoyed when I was with Directv. When I signed up with them they had a similar promotion and I received it ALL. The Uverse unit is cool but I can enjoy similar functions on their dvr and the pricing is better. for what I am paying I can get a better movie package still work out to be cheaper than you guys. If I do not get my $100 dollars soon I think I will drop the service and I know it may not concern your division of the company but I may drop att as my wireless provider as well. I Calculated Att is making around $600/month off of me in one form or the other. I don't feel good about giving my money to a company how has business practices like yours does. Thank you for you assistance in the past. I want it to be clear that this letter has little if nothing to do with your work in this on going problem as much as it has to do with the function of your Company.
Regrettably,
Kevin Lawrence
I was supposed to receive money for uverse account being set up. When I check for rewards using my account number I am told no such account number is qualifed. What is the deal? My number is [protected]. Please check...I have home phone, internet and tv.
false advertisement
I was also, another victim of false advertisement. At the time of my subscription to ATT wireless plan, I was also notified of the rebate that I would be receiving. I was instructed by Sale Rep from ATT to log in to the site ATT/reward rebate. And, could not believe that it never prompt me to the site. I am also requesting for my rebate as promise by ATT. I feel that this was poor business and a rip off. I am very upset, and disappointed with service . I am waiting and expecting my promised rebate.
The complaint has been investigated and resolved to the customer’s satisfaction.
air card service
I have a att air card bought 2/9/09 was not told that I have only 5gig cap on my 60 dollar charge a month : looked on bill online about 3/1/09 and there was not a bit usage amount so I kept using card continually: on today 3/17/09 in the morning I tried to connect was rejected code 718; called att cs this evening (Akram) said over 7 gig was used and will be charged well over a thousand dollar for next bill due ; I will keep you posted on outcome of this...
The complaint has been investigated and resolved to the customer’s satisfaction.
My husband and I are another AT&T aircard user who only found out about the 5G cap when our internet connection was blocked. Our contract, as all these complaints, is for UNlimited service. I'm curious how they can change our contract midstream. When talked with AT&T staff it was determined nothing was sent to us to let us know we now had a useage cap. They did tell us that prior to blocking our account they sent 3 alersts ... to our Aircard device. (Can you receive 'emails' on the aircard? Where would I find them?) Our option with AT&T was to either cancel our contract and they would waive the early cancellation charge OR change our contract to the 'new' contract and they would turn us back on. No thanks, we are keeping the contract we originally signed and use it hopefully as support when a Class Action Suit is started. We've been satisfied with AT&T but this is breach of contract. I don't mind the limit BUT ONLY AFTER our CURRENT contract expires. I, like others, would be willing to start the Class Action but need support of other users, names, addresses and documents. If someone else is starting the Class Action you can notify me and I will provide you documentation to support my allegations. Thank you. Vickie Buckwalter, vickieb@janiking.com Anna Texas
I just opened an email from AT&T that said I was over my limit on airtime. When I purchased my air card I was told then it was unlimited and for 2 1/2 years I have had no overages and we use our card daily all day. I called AT&T and they informed me that now I'm on a 5 gig plan (which is only 40 hours). How can any company change a contract without a persons knowledge? I am seeking a Class Action Lawsuit for this matter as well. I paid over $300 for the card that will be useless since I am dropping AT&T.
I contacted AT&T this morning and spoke to Chloe ID# RC367W and was informed that any overages this month would be adjusted without overage charges. (Oh how nice of her lol ...NOT.) This is just another way WE THE PEOPLE are getting bent over again by another LARGE Corporation.
I was never informed about this change nor were we contacted with an option to opt out. Think about it... You could use 5 gig in 2 days so what is a person to do that works remotely from home with an air card?
I also am seeking information for filing a Class Action Lawsuit against AT&T. Any information concerning this would be greatly appreciated
Khokamo@aol.com
Joe Kennedy
Prague Okla.
I too bought a 3 gig card from car toys in march of 2009
i have acontract does not say i only can use 5 gs of data i have proof of every month that i used 6.8 gigs to 11gs till june when the new ipad came out where att was in the paper and the article said they were changing there unlimited for customers and was going to 5gs of data
in july 4th i was kicked off the internet because of over usage and was going to charge me i called att and argued with themand asked to talk to supervisor dhe got on phone and asked her why all of a sudden i'm kicked off when iwas told i had a unlimited plan for the internet she hooked me up and said she couldnt see the mistake or why i was kicked off and said she would look into it and call me back in a few days she never called back! july 4th my plan was interuped again no service
called said i was way over my usage and i owed extra money and i asked to talk to superviser he calculated it up i would be paying some large amount over my $60 a month i said ive been an att customer since 1998 even when you went to cingular where we got screwed and then came back to att so i have been watching how many mbs i use and hate it its not right they can change to suit there needs
I totally agree does anyone know how I can get out of this 2 year contract this AT&T mercury usb aircard is pretty much worthless! I can't get anything done in a timely manner fastest 3g network my ###! Wish my fiance would've listen when I wanted to get an air card through my carrier who is Verizon Wireless they have a map for that ;-)
I too agree, I had an unlimited contract for the first year, but when I renewed, it was 5 Gig., like most of us that resorted to the aircard, I have no other choice for decent internet service. I just want to hit someone every time I see the AT&T commercials for unlimited wifi for $19.95/mo. How can customers be treated so differently? I have written and called everyone at AT&T about this, including the executives...bottom line, they don't care. I have suggested that if AT&T doesn't want to provide DSl or WIFI in an area, then they should, at least, give us true unlimited usage on the aircard, after all we are paying 3 times what other customers are paying for better connections!
I have to agree with everyone. Luckily I read the net forums and discovered that my use was limited to 5G, not that I have a clue what 5G is BUT, I too was lied to. The rep said $60 a month for unlimited air time. That was in June of this year. I never got the rebate promised either.Not only that, in my area the air card is faster than dial up ( after midnight) 1/3 of the time. Slower than dial up 1/3 of the time and the other 1/3 is just don't bother since mostly I get error messages and "Internet Explorere Cannot open the Web page, " . At least with dial-up I had unlimited usage.The main problem is that I am locked into a 2 year contract. No doubt to keep customers since the service is so lousy. Still it is cheaper than dial up. I have to pay an extra $36.00 a month for a dedicated line for the computer and $20.00 for dial-up. AT&T forces you to take a "package" on any line whether you need it or not. I am really frustrated with how corporate America rips you off then whines about profits.
I have you beat - I signed up for an "unlimited" contract - AT&T had BIG green and other signs posted all over the country - $68 and change for UNLIMITED Internet. I heard NOTHING about a cap. I had to "hot card" my bank card a while back when it got lost. I called on 06/11 to pay my bill, and set my new card up. Thank GOD they screwed that up! 12 days after paying $166.87, my Internet was off - the ol 718 error. Two days later, I called them, and was informed that I owed over $8000 - I kid you not - and had to pay HALF of it to get my card turned back on. Are you on drugs? I subscribe to Netflix, and do download eBooks and such, but this is nuts. First off, I never received any letter as they claim that our "unlimited" service was being castrated to 5 gigs. If I HAD, for one thing, I wouldn't have been watching movies and such over the Internet as I was, and more importantly I would have probably had them cancel the contract, because like others, I signed up for UNLIMITED Internet. Altering the terms of the contract a BIT is ONE thing, but this goes to BREACH - nowhere near the ORIGINAL terms. And...one would think that if someone was going over, they would have shut it off or notified you at, oh, I don't know...500? 1000? But working full-time (driving over the road) they're trying to claim I used over $8, 000 worth of usage here in the 12 days since I paid the LAST over-inflated bill?
This just started transpiring last night. Went to verizon today and got one of THEIR aircards - at least they were honest about the 5 gig limit. AT&T says someone will contact me after the 4th of next month, and try to "work things out" after my account closes. I told them all that was going to be "worked out" was for me to contact the SAG, FTC, BBB, an attorney, the media...
Oh, I guess I am the most worst case here, been charged for over usages $3000.00. I downloaded images or videos a lot, of course I didn't know there was limitations of usages. I have been shocked all these days, don't know what to do. I can not believe there is limitations of uses for internet. I have to blame myself not reading my contract or lack of languages, but I can't recall that I was informed about 5G, either...
I also just found out that I have a 5GB Cap. That is not what I was told when I got the AT&T Air card 3/08. I was told for $60.00 a month was for unlimited use...And the card really isn't worth $60.00 a month in the area I live in. It's nothing like AT&T Rep said it would be...
omg i so agree with you guys on this. i am planning on doing a lawsuit but need some more people with the same problem to back me up. if interested call me [protected]. This problem needs to be address
at&t network degrade service for 2g phones
Fewer Bars in More Places: AT&T Network Upgrades Degrade Service for 2G Phones
By Timothy R. Butler | Jan 2, 2009 at 22:45:2
In an act affecting owners of 2G cell phones on AT&T Mobility’s network, including the highly visible, and originally highly expensive first generation iPhone, Open for Business has learned that AT&T has been quietly sacrificing 2G signal strength in an effort to speed up the build out of its next generation 3G network. The first generation iPhone was trumpeted by the company as recently as seven months ago; many 2G phones continue to be sold by the Dallas-based company today.
Cell phones, like other wireless communications devices, have certain radio bands they communicate on. While previously the company had been primarily relying on the 850 MHz band that offers a more robust signal, including superior indoor reception, company technicians confirmed to OFB that transmitters for the 2G signal used by the original iPhone and most other handsets, including most AT&T offered BlackBerry and RAZR models, have been shifted to the weaker 1900 MHz band in some areas.
This shift has resulted in customers past their 30-day return policy, but still with relatively new phones, finding themselves stuck with equipment no longer able to pick up signals properly in previously strong coverage areas, even though the equipment itself is without defect.
OFB was able to confirm this situation for itself using multiple devices in St. Louis, MO, and also obtained information on similar cases across the country. Reports suggested the problem started to appear as AT&T ramped up its 3G network in preparation for the iPhone 3G in early 2008. Each AT&T technician OFB talked to concerning this problem offered the same solution: that the customer should purchase new, 3G-enabled equipment at the customer’s own expense. This has created a troubling situation for many owners of the original iPhone, a device that was as recently as May of 2008 selling for $400. These users are being told their expensive phones should not only be replaced at the subscriber’s expense, sometimes less than a year after purchase, but also at an increase in the monthly service rate of $10 for data and $5 for text messaging.
While the iPhone is the highest profile device impacted by the network change, other high profile, higher-end phones, including all but one of AT&T’s BlackBerry phones, feature 2G GSM/EDGE radios that could be impacted by this switch. In all, nearly half of AT&T’s phones available on its web site are 2G models incompatible with the newer 3G technology.
OFB/T.R. Butler
When I contacted AT&T’s technical support seeking a solution to the problem, the company did offer a $200 one-time credit, a helpful offer, but not nearly enough to offset replacing my family’s two perfectly functional iPhones and additional Nokia handset (equipment totaling about $1, 000 in value over the last two years), nor did the company offer to offset the additional fees attached to the new phones (a cumulative total of $30/month). The standard upgrade offered was pursuant to a new two-year contract on all three lines. Over the course of the next two years, AT&T’s offer would cost an additional $920 plus tax to restore the level of service previously available.
As an alternative, OFB was also advised by one AT&T customer service representative to consider terminating AT&T service. The representative then suggested using unofficial information on the Internet to unlock the iPhone for use on another cellular network.
OFB’s staff collected other similar stories across the country, including the Midwest and both coasts. A serious question arises for those considering purchasing higher end equipment like the iPhone 3G or Blackberry Bold going forward, either as a new customer or as a customer attempting to escape the 2G problems. As AT&T looks forward to yet another network upgrade to the 4G LTE network in the coming years, is there any guarantee that new equipment purchased now will not suffer the same fate before its respective contracts expire as well?
AT&T’s executive director of analyst relations, Mark Siegel, “categorically” denied to OFB that AT&T was advising customers to dump 2G equipment such as the iPhone for 3G versions. In a follow-up message, Siegel added that the company was not requiring anyone to switch to 3G equipment. Although that is technically true, customers in affected areas are all but required to upgrade due to the dramatic signal strength drop over the last few months.
OFB also attempted to reach Apple for comment, but had not received a response from the company by press time.
Timothy R. Butler is editor-in-chief of Open for Business. You can contact him at [protected]@ofb.biz.
The complaint has been investigated and resolved to the customer’s satisfaction.
.. EVERYTHING UPGRADES! SO YOU STILL HAVE WINDOWS ME? DO YOU STILL HAVE A CELL PHONE IN A SUITCASE? ATT IS OFFERING FREE 3G PHONES .. FOR PEOPLE AFFECTED.. MOVING FORWARD IS NOT NEW! ITS CALLED PROGRESSION! AND YOUR POST WAS UNNECESSARILY LONG :p
extremely poor customer service
Think twice before ordering at&t u-verse!
I bought an hdtv in11/2008 and decided to order at&t u-verse. I already had at&t dsl, so I was going with the cable/internet/digital voice bundle. I was scheduled for installation on 12/19/2008. They callled to cancel and reschedule because it was snowing outside. Ok, fine, no problem. So, they reschedule for 1/9/2008 between noon and 3pm. 3 o'clock comes and goes with no sign of at&t and no cancellation phone calls. At 4 o'clock I decided to call at&t and they told me that I didn't have an appointment scheduled. I guess that the phone call on 12/19 was all my imagination. So, after about an hour on the phone with the "customer service" rep, I am rescheduled for the very next tuesday between noon and 3pm. However, they cannot install the digital phone until that friday. Whatever! I agree. On tuesday, 1/13 I had the cable installed and it worked fine. I had all of the channels and the hd looked great. So it worked for about a week. I get up the following monday, and guess what, no hd! I immediately call at&t "tech support." he asks what the issue is and than reads the standard "we're very sorry that this happened... Yada yada yada." he tells me that he cannot figure out what the issue is and has to send a technician to my house. Well, I guess I sounded angry enough that I was able to get a technician out the very next day (Between 3pm and 6pm). The technician shows up around 6pm and asks me if I ordered hd and if I am paying the extra $10 a month hd fee. I replied in the positive and he immediately made a phone call, reset my receiver and, bam, I have hd again. Oops, I forgot about the digital voice that was to be installed the previous friday. Ok, they were supposed to show up between noon and 3pm to install the digital voice. Again, no call and no show. If I were to do this at my job, I would be fired. So, I call the useless "customer service" reps and get the usual we're sorry mumbo jumbo. Apparently, the appointment was made but the local dispatcher messed something up. Than, the rep proceeds to tell me that she needs to investigate and cannot make an appointment until the following monday. She told me that she or someone would call me to set an appointment up. Well, what a surprise, they never called. So, I decided, forget it, i'm gonna get the smallest phone package that at&t provides (Not digital) and add minutes to my cell phone and use it as my primary phone. Btw, I didn't bother calling them to ask what happened. I figures that it just wouldn't be worth it. Wouldn't you know it, a couple of weeks later, on a friday (I forget the date) my cell phone rings while i'm at work. I answer and it is an at&t technician telling me that he is at my house because I have an appointment to have at&t u-voice installed. I laughed and told him that I did not place an order and to cancel. I actually laughed because I was able to no call and no show them. I'm almost finished so please bear with me. Everything is going well for a couple of months and on saturday, 3/14/2009, i'm watching tv and it keeps freezing up every 2 to 5 minutes. Also, while surfing the internet, error keep appearing that there is a problem with my internet connection. The errors clear after a couple of minutes but would appear again a few minutes later. I reset the hd receiver and the picture would still freeze every 2 to 5 minutes. I reset the router and this also did not fix the issue. So I called at&t support and they checked my line remotely and found an issue. They said they could send a technician out the next day between noon and 4pm. I accept. Well, the next day, I receive a call from an at&t rep around 3:40pm stating that the technician is running late and that he or another technician will be there after 4pm. Well, 4 o'clock comes and goes. At 6pm, I asked my wife to call, because I was too irate. Guess what, they are not coming and weren't even going to call. After my wife ranted and raved, they said they will be out on monday between 4pm and 6pm. This is where I stand right now. When I decided to switch from satellite to u-verse, I thought I was getting a great deal for the price. What a mistake! If I had it to do over again, I would have stayed with satellite. Actually, I will probably go back to satellite because this is just way to ridiculous. If you have good service with your current cable provider, stick with them.
The complaint has been investigated and resolved to the customer’s satisfaction.
u-verse tv and internet are scams I had high speed internet with at&t for only 19.95 per month, then I order the u-verse tv service and they tell me I have to get my internet along with the u-verse sewrvice. ok so they say it's 19.95, but it's only for the internet pro service, which is their slowest. plus I have to pay $6.00 per month for the modem rental, even tho it's the same one as for the u-verse tv. Plus all sorts of access fees. Now my service has jumped to $38.00 plus the $6.00, which means I am now paying $44 for the lowest internet service they offer. I started out trying to pay approx. $100 for cable tv and internet, I pay nearly $200 plus my att home phone which is seperate runs close to $50. This is ridiculas! We are being robbed by these people. I am going to go to some other service!
I have tried for over a month to resolve a charge that they made to my bill that I did not authorize. When I first called them about it over a month ago, I was told that they would take it off my bill. I called back last week and they told me that they would now only deduct the labor part, but would charge me for the P-card. When the technician came to my home, he came for another reason not related and while he was there told my son that he "gave him" a P-card...never mentioned anything to me about a charge and left. Now U-verse tells me that they will charge me for this because it is a valid charge. They even read to me in their records that the technician that came to my home said that he "gave me" the P-card. How clear does it have to be? I am canceling my service with them...b/c they refuse now to take this off my bill after I was told the first time I called that it was a miscommunication and they would take it off as a one time thing. I have called a total of three times now and never get this resolved. Can anyone tell me how I can get in touch with an executive at that company to let them know of the way they lie to their customers.
[censor] happens
I am fed up wsith your customer service. I hVE BEEN HAVING trouble fpr weeks and I keep getting a run around and no one has the ability to do the right thing but they sure can lie .I guess I will be looking into getting someone else
100% agree
I agree, AT&T U-verse should not even try to compete with comcast or any onther TV services. Their servces sucks, they do not even know how to repair or troubleshoot their own hardware. They have left a 72 year old lady without a phone line after switching over to AT&T Uverse. She can not make or recieve any calls. If her house was to catch on FIRE AT&T would be a fault since they are not willing to fix their equipment. They should be hung and should not even try to compete with Comcast or satelite TV. They Suck...
I did not receive my reward
i referred my daughter to at&t uverse for computer, telephone and television it was installed on9-23-08 my daughter registered with her phone number on line which is what it said to do .i called after eight weeks and was told it would be coming soon each month after that i called and was told the same thing i spoke to supervisors. they all told me they were working on it i called on march 3 2009 and was told after all this time i was not eligable they never told me this before and i think this is a scam i feel they cheated me out of my reward because we followed the directions on line why didnt they tell me 3 months ago that i wasnt getting it they are supposed to be a reputable company i think i should consider changing companies and not referring anymore people for this service this is the second referral i got nothing for
The complaint has been investigated and resolved to the customer’s satisfaction.
I find it so funny that AT&T places their ads on this site posting their false and impossible rebates and rewards cards! Your daughter should call and tell them she will cancel if they will not give you the promised rebate! Shame on them!
Yes, they don't tell you that you have to apply for it online and you can't apply for it until you have had the service for one month and then they will send it to you within 60 days. Also note the expiration date as if you do not use it right away it will expire and they are banking on the fact that most people will forget to apply and will not use it right away and then the fish and bait method will work exactly like they planned. Good luck on trying to get someone to help you as those days are gone!
u-verse installation
Earlier Feb 09, I ordered U-verse to be installed. Got a installation date of Feb 28. About 2 weeks wait time. Fine, so I waited. The scheduled installation time was between 12 and 2 pm. I received both a card and email to remind me of the installation.
On exactly 1:59pm that day, I got a call saying the tech is behind schedule and has no idea when he will make it today. I was not too happy, of course, because one has to wait around hours and hours for a technician. And people have plans. You screw up one plan, you screw up the whole day. So I asked for re-schedule.
Guess what, another 2 weeks. The installation time, 12 to 2 pm., same.
I waited again, like a dumb puppet. I made all the efforts to move my schedules around and waited, waited... until 2:30, I lost my patience and called customer service. Surprisingly (or NOT), I was told the order was canceled. At first the customer rep had no idea what happened but after I pushed further, and after numerous transfer, hold, hold, 40 mins went by, and it turned out that the order was NEVER officially assigned to the dispatcher, due to some "technical" errors. The order was "cancelled" after 14 days.
I was getting at least 2 automatically placed calls before that installation date, to remind me of this installation. And right in the morning of the installation, beautifully, the order was nuked. And the beauty of it, is that no one is at fault!? because it is all system's problem!
The bottom is that my time is simply worth zero dollars because I lie on the couch watching TV everyday anyway. Well. NO. my billing rate is $ 200 per hour. We had a deal, to make a sale which requires that I commit to a schedule, sit and wait, and the other party show up to perform the service. By screwing up like this, it is an epic failure of business trust, integrity, and simply disgraceful.
This will be almost 2 months, for U-verse to be installed.
Shame, I mean, concentrated shame, mixed with lead and mercury. Sometimes I really don't get this, do they still want customers or not? Because seems to me, no one gives a [censored] any.
They put me down for another week. Maybe I need to get my fingers crossed for someone from AT&T to really make his appointment. It's like, playing lottery. You need very very very good luck to win, to get installed.
The complaint has been investigated and resolved to the customer’s satisfaction.
AT&T CHARGED ME TWICE FOR THE SAME REASON IN 2 DIFFERENT CARDS... ITS BEEN A WEEK IVE BEEN CALLING THEM TRYING TO GET A REFUND... THIS LADY NAMED WILLIAMS AND THAT CLAIMED TO BE A SUPERVISOR TOLD ME SHE HAD TO INVESTIGATE THE CASE CAUSE MY MONEY WAS USED TO PAY A BILL IN NORTH CAROLINA... P.S I LIVE IN GEORGIA... NEVER BEEN THERE... ANYWAY SHE SAID SHE WOULD CALLED BACK THE DAY AFTER I SPOKE WITH HER... ITS BEEN 1 WEEK... SHE DOESNT CALL NOR ANSWER THE PHONE... I CALLED CUSTOMER CARE MANY TIMES THEY KEEP PUTTING ME ON HOLD AND TRANSFERRING TO DIFFERENT DEPARTMENTS... EVERY TIME I CALL I SPEAK WITH 5 DIFFERENT DEPARTMENTS AND NOONE CAN HELP WHAT SEEMS TO BE SUCH AN EASY PROBLEM TO SOLVE... LAST TIME I CALLED THIS GUY TOLD ME HE COULDN'T FIND MY ACCOUNT NUMBER ANYMORE... I WENT TO THE CORPORATION BUILDING IN DOWNTOWN ATLANTA AND ALL OF THOSE 40 FLOORS NOBODY COULD COME DOWN TO SPEAK WITH ME... ITS THE WORSE CUSTOMER SERVICE EVER... IF U PUT A DEER TO WORK THERE THEY WOULD DO A BETTER JOB...
AT&T Reviews 0
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About AT&T
One of the key strengths of AT&T is its extensive network infrastructure, which includes both wired and wireless connections. This allows the company to offer reliable and high-speed internet services to customers in both urban and rural areas. Additionally, AT&T's wireless network is one of the largest in the country, providing coverage to millions of customers across the United States.
In addition to its internet and wireless services, AT&T also offers a range of entertainment options. This includes its DirecTV satellite television service, which provides access to hundreds of channels and on-demand content. AT&T also offers streaming services through its AT&T TV and HBO Max platforms, which allow customers to access a wide range of movies, TV shows, and other content.
Overall, AT&T is a well-established and reliable provider of telecommunications services. With its extensive network infrastructure and range of offerings, the company is well-positioned to meet the needs of customers across the United States.
Overview of AT&T complaint handling
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I called AT&T Uverse tonight, and I waited on hold for quite some time, which is ridiculous in the first place. I spoke to a very, very rude customer service representative named Farah (6/30/11 @9:30pm). She asked me some questions to validate my account, and although I answered the question right, she would not let me order HBO because it was my 3rd answer. I can't even imagine what kind of idiot put a policy in place that would prevent a customer from SPENDING MORE MONEY? I asked her to speak to a supervisor, but instead, she transferred me back into the queue. If I did not have a contract, I would absolutely cancel my account. If you are interested in a company that pays minimum wage and hires people that nobody else will hire, AT&T is your company. company with the clients?
AT&T has enormous Customer Service problems. Reps are limited in their ability to handle a problem, or send it up the chain of command.
AT&T expects the customer to resolve their own problem and do all the legwork. Hours of holding, being disconnected, transferred, questioned repeatedly over the same information, etc...are problems that lead to extreme frustration on the part of the consumer.
I'm contacting the BBB in my area, and am so frustrated with this company that I'm calling to cancel my service.
This is why we all have to unite and fight back. If all the victims gathered their over charges and compiled them into a single figure we could have a nice class action law suit against these guys. The way I see it these guys are screwing everyone, why should we have to over pay on services. This is absurd it is like going to a store and seeing that something is 20% off on the label but then when you get to the register you to buy it you find out you have to pay full price. The only difference in the analogy is that at a store, you can leave the product and walk away. With service providers you have to pay a cancellation fee. This is none sense, we all should file our complaints with the consumer rights lawyers on Scam Book. They are suing BidRack right now, it looks like 500 (and growing) people might actually see their refund.
Check out this article: http://www.scambook.com/blog/2011/06/bidrack-class-action-lawsuit-filed/
Consumer protection is up to the consumer, the way I see it. If you don't do anything about it, it will keep happening. If you take action and fight back, you might win, you might lose. If the consumer wins, they will find a new way to scam us. If the consumer loses, they keep doing it. It is a never ending cycle, this is why websites like complaintsboard.com and scambook.com exist.
Maybe the idiots AT & T didn't hire work for Cricket! Where is the consumer protection in this US? It's disgusting, especially in this economy where every dollar counts...we are continually victimized and no one is listening!
I was going to call AT&T to get rid of Cricket...now I think I'll just go buy a set of Walkie-Talkies and forget it!
Maybe the idiots AT & T didn't hire work for Cricket! Where is the consumer protection in this USA? Bought off? It's disgusting, especially in this economy where every dollar counts...we are continually victimized and no one is listening!
AT&T and Uverse in particular are customer service hell. I had their service two years agao and cancelled it when I moved out of state. I returned a modem/gateway and TV boxes to them by their return shipping UPS label and boxes. Then I began to recieve bills for missing equipment...six months later. I called customer un-service and got the run around. I gave them the shipping numbers and they said they would look into it, blah, blah blah... No further communications after that, so I figured it was solved. Six months after that collections agencies start calling about an AT&T bill... By this time I had moved from an apartment and purchased a home in my new city and could no longer find the file of paperwork with the shipping information. I'm still dealing with these idiots and am so mad I can't even begin to explain.
Funny enough I have a friend who had the exact same experience with them but did luckily manage to have the tracking information for AT&T...and had to send it to them - keep in mind that this is a return on THEIR shipping account and they have no records of anything nor can any service rep look it up.
Never do business with AT&T or Uverse they are a customer service hell.
help,
i called in on an problem about certain charges was billed on my statement and i called and spoked t o terry,
she said since your phone has been checked it was o.k. you are responsible for all the calls, i told her i didn't make the call to boston, i'm the only one that live here. (reply) still its from your phone (.66 charges) i ask her what can you do for me, (her reply) the call was made from your phone. i was angry and told her i want to talk to her surperviser, (reply) she would say the same thing, we are all trained to do what surpose to do ! i told her i'll will close my phone ( her reply) we have to charged you ten dollars more for hsi express. i called back ask to speak to a surperviser and they told me it will take 24 hrs. to get back to me. now, its 5-13-10 and the time i have call in was 5-6-10, is this customer service !
thanks.
sherman lee
281 juana ave #205
san leandro, ca 94577
[protected]
We also signed up for the Uverse bundle of phone, internet and cable...bad ideal. They kept applying our bills to our original AT&T phone bill, than disconnecting our service for down payment which required a $45.00 reconnection fee for EACH service! They kept telling us that it was our fault even though it was paid on the bill that was sent! Finally we threw in the towel and cancelled! The next day we took the equipment to the local UPS office to ship back. Thank goodness we kept the tracking forms because a month later they send us a bill for over $900.00! After hours on the Phone with AT&T, they finally tell us everything is cleared. Only to be sent a letter from a Collection agency the next month! After two calls, where they actually tracked the shipment themselves through UPS, they even found that the bill was an error and told us that they were clearing it on their end and would remove it from the credit record. So by now, its been two months and we thought everything was set, we open the mail and low and behold there sits a letter from a NEW collection agency for over $900.00...what next?
My husband came across your article and thought I had written it, our experience was very similar to yours. ATT also needed to do work outside, the technician spent over 5 hours at our house, could not get us connected. In addition, and this was the most painful issue, ATT failed to port our phone number from TWC, and so they gave us a temporary number, they failed I believe a total of 4 times, each time we had to wait 5 days, no way around it they said, it took over a month for us to get service, we spent HOURS on hold, got hung up on numerous times, got put through to the wrong department, again and again to finally complete the loop by ending up with the same department we had gotten through initially (like 45 min earlier !)... It went on and on so many times, we figured we spent several business days on the phone with AT&T.
When they finally got us connected, the service was not what we ordered, the on-demand we wanted for our daughter (which was the main reason we had selected ATT U-verse) was no longer available on the U-Verse we had ordered. First I was told it was due to network difficulties, the on-demand was temporarilt malfunctioning, wait 3-4 days they said, I did and then was told the cartoons were just no longer available unless we upgraded - i.e. pay more money each month. It felt like bait and switch ! We got a free upgrade for a few months.
I have to admit, each time we got credits, but really what we wanted was to receive the service we had ordered and pay our bill accordingly. After ATT successfully ported our home number, they kept charging us for 2 lines for approx. 4 months, I had to call them every month and go over the whole thing, "please dont charge me for an additional line I never ordered and you imposed on us as a temporary fix".
Another sore point : we ordered our service on the internet, got free installation, but of course got charged for it. The customer service agent stated they dont know of internet offers and have no way of checking ! It was a hassle, their personnel should have knowledge of ATT offers...VERY BASIC
I think our first bill was something like $200 higher than it should have been, there were so many mistakes I felt dizzy.
Even if everyone tried to help us, the business processes were simply not in place, they couldn't get it right because it wasn't set up right. We -the customer- paid the price, spent so much time on the phone, mostly on hold, that I am sure if we charged ATT for our time, they would owe us a good chunk of money !