I wanted to freeze my husband's phone plan/phone number while he was away on deployment. He was going to be out of "town" for a few month, maybe up to 1 year. Just like we do with any other bills like his car insurance I wanted to "freeze" his phone line and re-activate the same phone plan with same phone number once he came home to save a few dollars over a period of time.
When he returned home we come to find out that even with a monthly payment to keep the phone active during his absence we can't go back to the same unlimited data plan because the customer service representative "OPTED US OUT" of the service and did not freeze the account as I asked him. The phone line was being paid but we did not even use 1 minute of service for over 8 months on this phone line and they will not reactivate the account with the same plan as before.
It is very frustrating that it is up to your luck that when you call you might get a person on the other side that has a good bit of experience or end up with someone that will screw you up and there is nothing you can do after. We had this account with them for the past 6 years and a total of 4 phone lines and not once paid late. It seems that they don't care for their customers or any individual case that comes to their doors even if it is their fault. All they care if for the "$" that come in to their door!!
Since AT&T jerks everyone around, bounces you from representative to rep, is trained to simply HANG UP on their customers, etc. Here is some contact info you can used to get a direct line to customer service supervisors: ** (Team Manager - icare3@amcustomercare. AT&T-mail.com) 918-204-1116 & ** (**'s supervisor - icare2@amcustomercare. AT&T-mail.com) 918-204-4237, can both be reached directly at the numbers provided. BOTH can assist with ANY complaint issues from ANY service area!
Quit getting bounced from dept to dept & call these gentlemen direct to avoid long hold times, inept service, being hung up on or transferred to their outsourced Indian office! AT&T has proven to be the industry leader in DROPPED CALLS & absolutely HORRENDOUS customer service! Don't play their game & simply get a live service supervisor that will immediately assist!!! Pass this on to ANYONE & EVERYONE you know. Eventually they will get the hint that their CUSTOMERS come first!
I'm not going to be using my phone for four months so I am looking for some ultra cheap plan. Half hour with Agent 1 who says what I want is "World Traveler Plan". "Is this on top of my regular charge?" I ask. No, he says, "that's all you'd pay per month, $5.99." Has to be done by the international desk. BTW this takes about 20 minutes. Two calls to the International are dropped, then another 20 minutes on hold. International explains, which is what I thought, that the Plan is *extra*, not instead. Back to customer service. 50 minutes have now passed.
Customer service says the plan I want, a $10/month suspension, is not available since I had it last year. What can you do for me? I ask. I've been a customer for seven years. Answer: nothing. Take a hike.
I have examined AT&T Mobility's website for contact information for the firm's corporate offices, as well as Customer Service, hoping to get some kind of such info (email/postal address). After the call, I got a text message to call #3325 for an automated survey, on which I made the call. I rated the service as somewhat unsatisfactory, as the information was not available at the call center. A supervisor responded by returning my call, and I explained the same thing to her. Ultimately, she was not able to locate the contact information for a prepay customer. Perhaps the postpay (billed) customers have the information available, but not the prepay customers.
Are the corporate executives of AT&T Mobility afraid of any contact with retail customers, or ?????????? Update: Have since then have abandoned my prepay account with AT&T, and have not heard from anyone there since then. I guess they don't miss my business too much. And, why does AT&T Mobility impose the strictest limits for "off-net" roaming, when Verizon Wireless and T-Mobile are virtually silent on the issue of roaming?????
Purchased iPhone for $500 in 2007. Was assured by AT&T out-of-town location serviceable by them. Sale of iPhone conditioned upon this information. Rec'd letter from AT&T our cell phone service to be cancelled on 11/10/08 because contract between AT&T and ComCast (who was the true service provider - undisclosed to customer) cancelled their contract. Called number provided in letter and was told by customer representative they would reimburse for iPhone and would not be charged termination of contract fee. Received bill for 11/03/08 - 12/02/08 for $535.14, including $375.28 for termination fee.
Spoke with AT&T customer service supervisor who iterated the bill was in error and "promised" reimbursement of iPhone cost. Another "supervisor" called few days later and said no monies for iPhone and charge of $165 due and corrected bill would be mailed. Had no more communication nor billing from AT&T until collection agency called today threatening legal action unless payment of $195 bill. (AT&T for the past year plus automatically deducted our monthly payment from our charge acct. Why not for the amt. owing?)
I believe AT&T should prorate the cost of my iPhone which I cannot use any longer and had to buy new phones; $30 collection fees as we had no updated/corrected bill nor communication w/ AT&T about final charge other than $535.14. And that we should not be charged for service provided for the month of Nov. since service was terminated on Nov. 10. Have been good customers and paid top dollar for AT&T service - never late payment. AT&T should have had the courtesy to notify us of the amount we owed and when. Made an effort to pay something toward iPhone that is now useless.
We moved cross-country last year but kept the old phone numbers to allow family and friends an easier transition. But after a year, we decided to get local cell phone numbers to help establish us locally. We walked into an AT&T Mobility store and a nice guy behind the counter did his magic with the customer service reps on the phone. After 20 minutes, he handed us new SIM cards and a note on each with the new phone numbers.
What he didn't tell us is the problem: They changed our billing plan. We now have 50 more minutes a month. No problem with this. We lost a corporate discount. I now have to apply for the discount again. There's a problem with that! We are now being billed in advanced instead of arrears! Problem with that! Double billed this month without warning! In this day of $4+ gas what I don't need to do is scramble for more money. After 4 phone calls to AT&T, I still don't have the discount, I can't be put back on billing in arrears, but I did get $140 credit on my account.
Be warned if you've been an AT&T customer for years, they will change your account without telling you if you change ANYTHING on your account, perhaps even something as simple as your address. I'm not sure about the rest of you, but I'm sick of having to spend hours and hours on the phone to right the wrongs of poor customer service inflicted upon my life.
I received a letter from AT&T stating that effective July 7, 2008 I would be charged for text/instant messaging. The fee would be 20cents /call or $20/mo for an unlimited plan. I called AT&T and spoke to a "Chris". He told me that my contract would expire on July 12, 2008 and they would not offer the free text/instant messaging any longer. To me, that is breaking the contract that I had with them. The AT&T billing statement for July indicated I had $29.20 credit. On July 10th I bought a phone from Verizon, believing that AT&T had broken my contract and were now charging me for what was a free service, and ported my old number over.
On July 24, 2008 I received a statement from AT&T charging me $175.00 Early Termination Fee because I terminated my contract 2 days early! I again called AT&T and spoke to a "Chris" and he said that because I had switched to a new carrier, there was nothing he could do and there was no one that I could speak to. I would like AT&T to remove the Termination Fee and refund me the $29.20.
NOVATO, CALIFORNIA -- Our phone went dead on Sunday, which is inconvenient since my husband is very ill & the phone is a necessity. Entered complaint via email & neighbor called AT&T repair. Called AT&T repair repeatedly on cell phone, finally got a live voice. I repeated that my husband is very ill. They put a "Priority" on my complaint & 2 days later a tech who was scheduled to arrive between 8 &10 am, showed at 3 pm, spent an hour, couldn't repair it, & needed to refer this to a "Specialist." As they explained it, the glitch is in the AT&T cable.
In other words it is AT&T's problem! Today is Wednesday, AT&T tells me they will have it repaired maybe in two days. AT&T is the phone company and their phone service & phone repair is horrendous. Remember, if AT&T loved us, they would take better care of us. I am switching to Comcast.
OCEAN, NEW JERSEY -- Incident: I am a Cingular AT&T customer for the last 5 years with 2 family accounts including 7 mobile phone numbers for my wife and 5 kids. I switched my mobile phone from Blackberry to AT&T iPhone first week of December last year just before leaving for a 2 weeks business trip to Israel. The iPhone was so slow in downloading my emails and in most of the cases failed to do so.
Upon my return to the US, I have reported these miserable performances to AT&T store where I got my iPhone and the sales representative has told me that Apple iPhone are aware of the slow performances and going to come out with a new software revision to fix the slow download process. I called AT&T customer service to tell them about it and asked for the details of my bill in Israel; they didn't have the details and said they will notify me as soon as they get it from Apple. 10 days later, January 16th. I left for a 3 weeks business trip to the Far East with my iPhone, hoping for a better performance. Guess what? It was the same never-ending downloads.
A week later my wife called my hotel and told me we got a bill of $7,757.29 for my roaming charges in Israel. I switched immediately the roaming button on my iPhone to "off" and asked my wife to wait for my return to discuss it with AT&T customer service. My wife spoke with AT&T and they promised to check the roaming charges and even reduced it by $938. The next day my wife went to the AT&T store to complain and been told that the notes on the account says it is in a "Review status" and we should wait a couple of days. On January 29th AT&T disconnected all 7 phones including my iPhone without any prior notice by phone, email or letter.
I was caught and trapped in Mainland China snow storm without any way to communicate by emails or mobile phone. I have returned back to the US on Feb 6th and called the AT&T customer service. They told me that Israel is not on the list of roaming countries and I should not have used it there, I asked her to log on AT&T web and see for herself, it clearly says Israel is included and support the iPhone. Click to view the link: **. In any way, they refused to answer my question, why they have decided to close my 7 mobile lines even before my bill was due, and never warned us before doing so.
I asked to talk to their legal department which they refused to refer me to, and said only my lawyer could do so. My advice to all businessmen traveling in the US and overseas, forget about the iPhone gimmick, and stay away from AT&T. It doesn't work for us, switch back to BlackBerry; there is nothing like it! Damage Resulting: I was using my iPhone for my business and was trapped in the snow storm in China without my emails and mobile phone; missed 2 important meeting, tons of emails and phone calls. My wife and my 5 kids were left without any phones to communicate between ourselves.
BASTROP, TEXAS -- As if my week has not been disappointing and upsetting enough. Today I open my AT&T cell phone bill to find a $187.76 bill. In the 2 years I have had this phone, I have never paid over my usual $47.00 monthly fee. I must preface this conversation with the fact that I signed on with Cingular as a choice. I did not want to have any business dealings with AT&T because of their questionable business practices in the past. I was so disappointed when they took over Cingular.
So, I called customer service to discuss the charges and ask some questions regarding the bill because I truly did not understand the billing charges. I spoke to ** and she was unable to afford me any clear and consistent responses, but graciously offered to remove half the charges. My concern was how the charges were acquired so I continued to attempt to find answers so as not to continue to receive unexpected charges. She was unable to answer my questions regarding call waiting charges when I do not use call waiting. I have never asked a person to hold and taken a second call that is coming in. I couldn't tell you how to use the feature on my Nokia phone.
I asked to speak to her supervisor hoping I may get answers to my questions. I need to prevent the charges from recurring or determine if it is an equipment problem. This is the phone that several times since AT&T took over has allowed incoming callers access to my mailbox setup. People have notified me several times that when they went to voice mail it actually was giving them access to changing my mailbox etc. I called AT&T twice to report it and it was fixed. Today they told me I have never reported any equipment problems??????
When I asked to speak to the supervisor, ** warned me that if I spoke to a supervisor they may take the offer away to drop half the charges. I was flabbergasted at what sounded like a threat, but decided it was worth the risk to get my questions answered and determine what the problem is. Supervisor "**" came on the line. First, I'd like to note how convenient it is that they know who we are, but they can refuse to give us their full names, or real names for that matter. I do not know if ** is real. ** immediately approached me with the tact of a credit collector. I was taken aback at her outright hostility and aggression.
My bill has always been automatically deducted from my bank account so I have never so much as had a late payment since 2005 on this account. ** refused to discuss the matter with me and curtly and rudely informed me that the offer to remove half the charges was removed. I still did not receive any answers and was treated to the poorest example of customer service I have ever experienced. I requested to speak to another supervisor hoping I would find a human being at some point. ** loudly informed me it could be "up to 72 hours" before anyone could get back with me and hung up.
I do not use profanity nor raise my voice when speaking to people. I have never been treated so horribly by a company. Wonder if I am holding my breath for that supervisor to call me in 72 hours? And also wondering if I can afford the call. If it comes in as a call waiting call during daytime hours it may cost me a fortune. Perhaps what bothered me the most was the nature of the threats and penalizing me for having the audacity to request to talk to someone else. The heavy-handedness of the entire interaction was bullying and disturbing.
It may be time for AT&T to revisit the old slogan, "We may be the only phone company in town, but we don't act like it." They may not be the only phone company but they certainly are acting like it. And their current slogan, "The New AT&T" must be the warning of things to come such as I experienced today.