On 12/08/05 I started getting long distance calls. When I answered the telephone, no one was there. I could see from my caller ID that a relative in Maryland was trying to call me, so I tried calling them back. Every time I called that number or any other long distance number, the telephone number would not ring. I called my local phone company (Verizon) and they asked me to make a local call. I did and it worked fine. Then I called them back and they said that the problem must be with my long distance carrier (AT&T). I tried to call AT&T at their 800 number, but that wouldn't work.
Finally I dialed 0 and got an operator who was able to put me in touch with an AT&T representative. After explaining my problem many times, the operator stayed on the line and put a call through to Texas (I am in PA). The call lasted for 7 minutes before AT&T told me that they had been getting trouble calls from my 717 exchange all morning and that my local carrier was the source of the problem.
The problem was finally resolved several hours later, but I got a bill from AT&T on 1/3/07 that included an operator assisted call on 12/8/06. The charge was $21.30 for a 7 minute call. I should add that no recording or message from the operator informed me that I was being billed over $3.00 per minute for a call that was asking them to fix my service.
So I called AT&T customer service when I got the bill and asked them to remove the charge for that call. After hearing my story the billing person said that it couldn't be done. Not satisfied with that answer, I asked to speak to a supervisor. After holding for almost 15 minutes I was connected to ** the supervisor. He told me the same thing in gruffer tones, so I asked him to please spell his name for me and to please give me the name of his supervisor and to connect me with them. He spelled his first name ** and refused to give me his last name or the name of his supervisor.
When I asked him why he wouldn't give me this information he cited the privacy act as the reason. I could not believe that AT&T instructs its representatives to shield the caller from higher management or even give me their own last name. The company won't deal with me if they don't know my last name. This is an example of very poor customer service.
TEXAS -- At the end of March 2003 I signed up for AT&T long distance service. Part my plan included international calls to the UK for 9 cents a minute. When I received my first bill I was charged over 30 cents a minute for all of my UK calls not 9 cents a minute as I was promised. The overcharge came to roughly $35. I called and spoke to a customer service rep who assured me that the problem was the fault of AT&T and my account would be adjusted immediately.
When I received my next bill at the end of May 2003 it showed that I still owed this extra $35. The account had not been credited at all. I called again and was promised again that the account would be credited as soon as possible. Then, I began to receive collections phone calls regarding this $35 worth of unpaid charges on my account. I called most recently at the end of May to try to resolve this issue once and for all. It was then that I was told that if I did not pay these charges I may be credit reported. I have perfect credit so this really, really upset me.
However, each and every customer service rep I spoke with said that this was a known problem within the system and I was not the only one who had been overcharged for international calls during that particular time frame. But, during this last conversation the customer service rep told me that there was nothing they could do to prevent my account from going into further collections and ultimately being credit reported for AT&T's mistake. Each time I call there is no new activity on the account, i.e. an adjustment for the $35 overcharge. It is as if they are doing absolutely nothing about the problem and in the meantime I and my credit will suffer as a result.
PS. According to one CSR over 1500 accounts have been overcharged for this exact same thing and he happily reported that some people weren't even aware of it.
Not only do I have to wade through a huge automated message board to finally get a person, but when I do, it's to someone in India in a call center that can't actually do anything directly about my complaint. (I've actually called the customer service number 5 times in the last 3 days and every time it's been answered in India). I've had AT&T for 12 years as our international plan. We moved, they didn't' move our plan and our billing came to triple the normal amount it has in the past. It's obvious that the plan was never transferred.
After going through a list of the billing itself "Did you use a phone card"?? (NO) "it must be a porn number" (LOL, it was my MOTHER'S NUMBER)- I was told I'd have to talk to a supervisor. Well, there are NO supervisors available whenever you call AT&T anymore. You are told they will call YOU within "24 hours". This was at least 3 days and 4 calls ago. The outstanding credit they owe us is close to $250 and I'm sure if I can get someone that knows what they are doing on the phone, I can get this resolved. In the meantime, I've switched to my local company for EVERYTHING.
I know I can walk into their building if need be and talk to someone that can fix my problem. The call centers AT&T are using are lousy; the connections are lousy, the people difficult to understand on the other end of the phone and the lack of supervisors to actually DO something is just plain bad business. They've lost a customer they had for a long time.
NORTHERN VIRGINIA, VIRGINIA -- "ALERT" and never fall into the trap of AT&T. The Sale Agent will promise you a lot of deals and rebates which you will never receive. The customer service team will tell you that they have taken care of any of your need which will never be taken care of and noted down. They will burden you with all sorts of additional payments making sure that they suck you completely. And finally the worse part is even if you CANCEL your account, they make sure that they leave some or the complete account active to keep billing you for that part.
STEVENS POINT, WISCONSIN -- I purchased a telephone card 8-21-07 at your Target store in Stevens Point, Wi. I've purchased same in the past, no problems. It's an AT&T 600 minute phone card. My wife used some of the minutes and noticed the remaining minutes were limited to 200 in the state of Wis. I took the card back to your store and asked for a refund as the other 400 minutes are no used to me as we make no out of state calls. They refused citing the use of the card, no refunds available. I was given a card to complain as the sales girl advised, she agreeing with me that this is a ripoff.
She advised I write your company to see if I can get a partial refund. I paid $31.64 w/tax and will use a third of the card or 200 minutes. Target had no notice advising the card had limitations on their display area. If such notice was advised I would never have purchased same. Please forward me $20.00 for the 400 minutes I'll never use. If you want the card back please advise. I'll also send you a copy of my purchase invoice.
CORVALLIS, OREGON -- Look! At 7 PM, I am advised by a rude male person on the phone that my long distance account is $19 overdue. Is my case going to be a Supreme Court matter? So why can't I ask a question or two. I hang up. Next day I call the AT&T residential long distance service number to find out what's going on. You have to go through several tiers to get to a human voice. This voice is hardly able to speak English. I think it's the same rude man who called before. He does not respond to a question. He reads a script. Then, if you don't just pay the amount due, he cuts you off. The line goes dead. I try again. Cut off twice.
I am at a loss to find out how my $2 a month charge for long distance service (poor man's rate) got to be $19 overdue. No one will tell me. I won't pay till I find out. Chances are a change in my bank's credit card caused a problem. But I May never know. AT&T, where is your "humanity" in a trivial matter like this. Perhaps another company can talk to me about little matters.
I am outraged that AT&T seems to have outsourced their customer service. I just tried to get some questions answered by calling their 800 number. In the past, I was always pleased to speak with a cordial, English speaking representative. Today, however, I got a non-native English speaker. I had to repeatedly ask him to repeat himself, as I had great difficulty understanding his very thickly accented English. Although I tried very hard not to let my exasperation become evident, it must have, because he quickly became highly offended and verged on rudeness in his replies.
Companies who are outsourcing their customer service need to remember that a large portion of the population are aging Baby Boomers with all the attendant hearing problems. Decreased hearing along with trying to understand very thick foreign accents over the phone can quickly sour us on these companies.
I cannot believe the number of ways that AT&T cust service has lied to me. They owe me a large refund and each time I call they tell me the check has been cut and it is on the way. A month and a half later I have been give many stories that don't agree, several dates that the check was sent, and mailing times of 2 weeks to 30 business days. Now I now the Post Office isn't that slow. They even had time to send me an updated statement that took about 3 days.
Do not do business with this company. Their customer service will pretend not to have your account and in the next breath tell you a series of lies about what is happening to the account they don't have a record of. They will not give you anyone who can give a real answer, they just say wait 2 more weeks or 30 days. There are no alternate numbers. No one to call for resolution. They will not help you. They will not provide quality customer service. Do not use AT&T.
PORTLAND, OREGON -- I first entered AT&T wireless retail store and because they were grossly understaffed I had to leave after waiting more than 20 minutes without any help. I made the mistake of returning and purchasing a Go Phone and I was instructed to call a specific number to activate service. I was put on hold for more nearly an hour when I called! Then to top things off when my call was finally answered I was informed I had called the wrong AT&T number and would have to wait to be transferred! Eventually they activated my phone and told be I could start using it in 1 hour. But it took more than 16 hours for them to activate.
ALABAMA -- About a month after setting my long distance, local toll, and DSL service with BellSouth, an AT&T representative called me. He stated that BellSouth no longer provides long distance and that BellSouth goes through AT&T so I needed to switch over. So, reluctantly and stupidly, I said okay. I signed up with AT&T, and then I called BellSouth.
Of course, the guy lied to me and now my phone situation was up in the air. BellSouth said they could only make a note on my account but couldn't promise that they could keep AT&T from switching me over. I also called AT&T and they said they could do nothing about it because it was "in process". I was switched to AT&T but I am now back with my GREAT service at BellSouth. I lost about $35 overall thanks to AT&T. Needless to say, I won't be doing business with them ever again.