I would have never imagined in my wildest dreams that I would be as disappointed and dissatisfied as a consumer with ANY business as I have been with AT&T. I have had issues from the time of my contract inception in December, and have called at least 10-20 times a month since to address billing errors and discrepancies, service failures and even dishonest statements that were presented by AT&T representatives. Will explain the dishonesty, rudeness, service issues and manipulation with a few of the anecdotes that I've come along with my 4 month experience with AT&T:
Before I signed up with AT&T, I obviously compared the plan rates to my provider at the time, T-Mobile. To have my corporate discount applied, I was told I would need a code from my employer. I retrieved this code and provided it to both the AT&T representative at the Radio Shak I purchased the service from along with an AT&T representative on the phone who both explicitly stated that I would get 19% my bill. The AT&T representative at Radio Shak calculated my phone bill with this 19% applied to the bill so that I could compare it to the deal that I was getting with AT&T. Yes, it was approximately $10 more than what I was paying with T-Mobile, but I was intrigued by the mobile to any mobile feature that I thought it was worth the go. They mentioned to me that the corporate discount would only be applied on the second cycle. When the second cycle rolled around, there was not a 19% discount applied to my plan, but rather to a certain portion of it- leaving a discount of peanuts vs. the information I was given. I was lied to and was stuck with a significantly larger bill than what I had been promised. To make matters worse, I had to wait for the second cycle to see this manipulation take place-and by that time, your 30 day grace period is over and you're totally locked into your contract, leaving you persecuted with termination fees should you feel it's in your best interest to leave with the faulty and misleading information they have provided you with and has left you victimized. Mind you, I had specifically asked both representatives HOW the discount would be applied and they both said on the entire bill-the representative calculated as such as well on a rough paper.
Then there was issues of the signal and customer service: The signal was unbelievably poor within my home. Though I was getting signal in various other places where I use my phone, there were places I did not get good service and my home was unfortunately one of them. I had called to complain of this issue weeks of service initiation and before I left to go overseas, but I was then introduced to the issue that somehow there was an additional line that was on my account and I spent the rest of that phone call having it addressed. After I returned, I found myself having to address this issue again and the representative I spoke to said there was nothing they could do because I was out of my 30 day grace period. It was also apparently written nowhere on the notes that I had been on the phone with a representatives for at least 20 minutes explaining the poor coverage that I was getting. They choose what they want to write and what they don't want to write apparently, and you're left to being screwed as such. I couldn't believe the unprofessionalism I was getting with AT&T-especially at this point. They did not even try to honor regarding my issue, saying that "that's too bad." They didn't even mention that there was a MicroCell available-something I was only told about as I had pursued (Way to go, AT&T Customer Service-not only was their representatives rude but ignorant about the services they are able to provide. Guess they are well accustomed to dissatisfied customers and choose to leave it at that). As I was fed up and just ready to cancel my service, a customer relations representative suggested that I try this MicroCell (that I had to pinch money out of my pockets for) and gave me a small discount to compensate for my trouble. I figured that if my reception issues at home were resolved, I could probably make some sort of peace with what's been going on. So wrong.
The "discounts" that I was to be provided were never reflected on my bill and I've had to call twice without any indication of it. Today, I've finally reached my threshold. Weeks after buying the MicroCell device for $299, I find myself without any sort of service at home. As a med school student, I depend on my phone at the late hours of the nights studying and discussing material with other students in various locations. Not only was I not able to do that, I was tossed around customer service till I was sent to the right one and he couldn't resolve my problem. That's not all. There is no one to resolve my issue till Monday. From Thursday to Monday with the idea that I might be without service, and they have no concern to address it till then. So it's pretty much no one's concern that I'm lied to, screwed over, have no service, no safety net and am not in any way compensated for all the garbage that AT&T has put me through.
I feel violated on so many fronts with AT&T-they have blatantly lied to me, been rude to me, and have conned me into being locked into my contract in TWO ways. I'm so fed up and without a doubt do I believe that AT&T should release me from my contract for all the bull that they have made me endure. I'm definitely going to do all that I can to ensure that consumers are aware of this nonsense so that they think twice about signing their cell phone service away for two years-I'm VERY regretful that I've strayed away from my cell phone provider that had been nothing but good to me. I will be contacting my congressional representatives to further detail the misleading methods in which AT&T had deceived and manipulated my situation in locking me into their contract.
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AT&T Has Horrible Customer Service
Posted by Dave on 2010-03-24
I am writing this email to illustrate the events that have taken place with AT&T since November of 2009.
In November of 2009 I decided to change my internet service provider to AT&T for a few reasons. 1) AT&T cost less than my previous provider, 2) I could take advantage of the âBundle Packâ which would bundle the two costs of my internet service and cell phone service and I would receive a 10% discount on the bill. 3) It would be much easier for me to manage one account rather two separate accounts with AT&T and had set up the âAutomatic Bill Payâ. IE: The payments were to automatically be withdrawn from my bank account on a monthly basis. Hence, no worries / or headaches.
In early December I was contacted by an AT&T customer representative. She stated to me that my bill hasnât been paid and I could be charged a late fee if I donât pay immediately. I explained to her that thatâs impossible since I am signed up for the âAutomatic Bill Payâ. Why would the money not be taken out of my checking account? She stated in return that I wasnât signed up for the âAutomatic Bill Payâ but she could sign me up right now. In return I gave her my debit card account number which was to be used for now on. Secondly, I asked her if everything was taken care of because I do not want to have to have another phone call from AT&T saying my bill hasnât been paid. Problem solvedâ¦.
February comes and while at work my cell phone is shut off. Why the heck would my cell phone be turned off??? Iâve taken care of the âAutomatic Bill Payâ, have the âBundle Packâ, and have spoken to the individual in customer service in December who set up my automatic withdraw. A short walk later I am at the AT&T store located at the K Street mall In Sacramento, CA. One of the individuals who worked at the store did some research. It turns out that I hadnât been given the âBundle Packâ. It turns out that if I did get the âBundle Packâ I would forfeit the 15% discount that I currently have and only receive a 10% discount. This was completely understandable but EXTREMELY frustrating because it was never communicated to me until that day. NEVER!
For this reason, my cell phone hadnât been paid for 3-4 months. The individual who set up my âAutomatic Bill Payâ set it up for my Internet account. Not the âBundle Packâ as I understood. While speaking with one of the individuals at the K Street AT&T store he identified my problem. However, when on the phone with the customer service representative I was told âSorry, but there is nothing we can doâ. In fact numerous times I was told âSorry, but there is nothing we can do. In order for you to get your phone turned on today you will have to pay at least $245 out of the $468 phone bill and then the additional $218â
Agreed, I definitely agree that when I have a bill I need to pay it. I understood that I owe AT&T money. However, for the customer service department not to take responsibility for the mistakes made by the individuals working for their company is absolutely ridiculous. IE: 1) Not setting up the âBundle Packâ as agreed, 2) Not communicating to me why the âBundle Packâ wasnât established (15% discount vs.10% discount â which would have been understood), and 3) Not setting up the âAutomatic Bill Payâ which was supposed to be established.
To add more fuel to the fire my internet was turned off on March 16th. After a lengthy conversation with the customer service representative at the 1-800-288-2020, It was established ONCE AGAIN that my bill hadnât been paid and my internet was shut off for lack of payment. Lets refer to the conversation that took place with an AT&T representative in December:
âIn early December I was contacted by an AT&T customer representative. She stated to me that my bill hasnât been paid and I could be charged a late fee if I donât pay immediately. I explained to her that thatâs impossible since I am signed up for the âAutomatic Bill Payâ. Why would the money not be taken out of my checking account? She stated in return that I wasnât signed up for the âAutomatic Bill Payâ but she could sign me up right now. In return I gave her my debit card account number which was to be used for now on. Secondly, I asked her if everything was taken care of because I do not want to have to have another phone call from AT&T saying my bill hasnât been paid. Problem solvedâ¦.â
Well apparently the problem hadnât been solved ONCE AGAIN! I contacted AT&T at their 1-800-288-2020 number to establish what had happened. The following occurred:
1) The individual could not verify my account even though I supplied him with my name, my address, cell phone number, last 4 digits of my SS#, they even have my Drivers License on file. That information was not good enough to verify my account and âHe could not help meâ without the account number.
2) After asking to speak to his supervisor âZackâ he had no problem pulling up my account and informed me that my non-payment was for $35. I asked to pay for it, he informed me that I couldnât pay for it through him I would have to go through a different department. I was subsequently transferred and while on hold my phone call was dropped. Which leads me to another complaint I will get to later. I tried to contact âZackâ again since this was the individual I was working with and the individual had no idea who âZackâ was and that the Customer Service department is huge and Zack may be within a different location which was extremely frustrating. (Try explaining this situation twenty five times to twenty five different individuals and not one of them has a history of my previous conversations or prior contacts).
3) After getting off of the phone with the customer service representative at 1-800-288-2020 the next day I made the / a payment of $35 (Iâm not sure what it went to because apparently it still didnât cover my existing balance), re-established my account to be hooked up with a scheduled date of 03/23/2010. Frustrating that I would have to wait, since as mentioned before âAutomatic Bill Payâ was supposed to be established in both November and December and apparently it wasnât. Next I get a phone call on the morning of 03/23/2010 from an AT&T customer service representative saying they would have to reschedule to have my internet service hooked up on 03/26/2010. I told her that that was not good enough, explained to her what had happened (IE: Everything above) and was once again told that âThere is nothing I can doâ.
This was the last straw. I was absolutely tired of having problems with AT&T, tired of hearing âIâm very sorry but there is nothing that I can doâ.. Etc. At this point I went to the AT&T store and explain to them how extremely frustrated I was with the customer service that I was receiving and had received in the past. I worked with Vern Saephanh, Steve Ester, and another individual by the name of Stephon. Each one of them were very helpful and tried their hardest to resolve my problem. After spending approximately an hour with them I had to return to work. Vern said that he would continue to work on it and get back to me as soon as he could. Which he did and I was very grateful for that however, they too were having a difficult time pulling up my internet account. (I definitely believe them but I do not understand why since they too work for AT&T). A couple of hours later I receive a phone call from Stephon and he had explained that my outstanding balance for internet service was for $205 for three months of non-payment.
Once again, lets refer to the âAutomatic Bill Payâ which was supposed to take place in both November and December. Not to mention that my bill is supposed to only be $35 a month and maybe some additional taxes. Now lets do the mathâ¦ $35 x 3 = $105. If this is the case where is the additional $100 coming from? You got me???
I would like you to understand. I signed up for the AT&T internet service in November. There is a higher start up cost due to having to purchase the Modem of around one hundred and something dollars. It would be illogical for me to purchase the modem just to not pay my bill and have it turned off a few months later.
In conclusion, I want you to know how extremely frustrated I am with AT&Tâs service. The time, effort, frustration, and the stress associate with the lack of communication, customer service, and hearing âIâm sorry, there is nothing I can doâ, âI canât verify your accountâ, âI canât pull up your accountâ and lack of follow through with AT&Tâs employees have made me completely upset. Can you tellâ¦ I wouldnât spend the time and effort writing this email if I was not.
I would like this letter to be sent to the following:
ï¿ Sacramentoâs District Leader / Regional Manager
ï¿ A 1-800-288-2020 Customer Service Representative Manager or higher (higher preferred). IE: Someone who is going to be able to answer questions with more than âIâm sorry, but there is nothing that I can doâ
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Just Plain Unacceptable
Posted by Zeke on 2013-08-10
COLUMBIA, SOUTH CAROLINA -- I've been with AT&T for 6 years now. It all started when I got sick and tired of paying BellSouth $30 for dial up access through AOL. When I moved to a new house I accidentally dropped my desktop computers CPU and broke beyond repair. I already thought about high speed internet before, but my old computer couldn't handle it so when I got my new one I did decide to look into it. AT&T seem like the best price for the best speed, so that's when I signed up and the nightmare begins.
First they tell me I would qualify for free equipment and installation $150.00 value, I got charged $50 for the installation and $100 for the equipment, and something else the representative told me over the phone that there would be no deposit. but there was. I had to run go to an AT&T store and pay a deposit in person. After calling and complaining I got the installation charge waived, especially since I installed it myself, but I couldn't get my money back for the equipment because I didn't qualify that was a lie.
They took my hundred dollar deposit and told me after 12 months I would get 10 dollars of it back each month as a credit on my bill and it would happen automatically, well safe to say I don't have them anymore and they stole my hundred dollar deposit. After going through all that sign up nightmare everything was fine for two years I lived in that house.
The second house and moved into my service transfer went a little bumpy. They cut my internet off two days before I told them I wanted to cut off and transferred to the new house. Other than that it was okay, it still got transferred. When I successfully moved into my second house that's when the real nightmare begin. The house I moved in was so old the wiring in it wouldn't support any internet service. I found that out when my DSL box kept giving me an unable to connect message.
AT&T said they had an appointment that Friday to come hook up my internet service. I didn't have to work that day and I spent the entire day home. No one came out at my house but they said that my service was hooked up and working. I rescheduled another appointment for that Wednesday. A service technician came out to my house, looked around a little bit and said that he had an emergency down the road and will be back in 15 minutes. Well apparently my entire house phone line had to be rewired to support DSL service from AT&T, and all I need it was new line and jack just for the internet modem in the dining room. The whole house didn't have to be rewired and apparently he was just too lazy to do it.
2 hours after he left I called AT&T he said that he successfully hooked up the service and the appointment was over. I told them that there is an emergency down the road and he left and never came back, and they tell me that there was no emergency. After getting another service appointment later on that day someone did stop by. It took about 45 minutes to get my service up and running. The new technician told me that the other technician must have been too lazy to do anything, all he had to do was install the phone box and run some new line which only took 45 minutes. When he left my service was working.
Two weeks later my service started going out 5 times a day for 10 to 15 minutes at a time, and when it was working it was about as fast as dial up and I had upgraded to the six megabit plan when I moved into the new house. After restarting on my computers, equipment, my phone and the router itself the problem still persists, I called AT&T they said that they were working on some lines, and said everything should be back to normal by tomorrow or the day after tomorrow, but the problem still persisted even after 7 full days.
Calling AT&T again and setting up another service appointment someone showed up, worked for about 15 minutes and my service was work again perfectly.
Now it's the day before Christmas eve and I have a lot friends and family coming over to my house to celebrate Christmas with me even though I live by myself. I used my internet to Skype and look up some recipes about 7:30 a.m. that morning. I went out to buy the Christmas dinner at my local grocery store, and came back to Skype with some more friends and family, but found out my internet wasn't working at all. I started cooking dinner and waited about 2 hours after 11 p.m. when it stopped working. When it still continued to not work I called AT&T and they told me that my service has been cancelled. I was confused, I never called and asked for it to be turned off.
Then that's when they tell me some woman by the name of the "Tasha" called and cancelled my account. I asked a woman if it could be restored she said yes but not until next year. I asked why she told me I would have to upgrade to the new you verse service which was in my neighborhood now. Because they're not signing up anymore basic DSL members only you verse members now, I asked why would I have to wait, the woman told me that someone would have to install the service by installing new lines and I would have to wait for the equipment. I told her no I don't want it and then I hung up on her.
AT&T have been harassing me ever since I moved into that house about getting Uverse service, none of the other neighborhoods I've ever lived in had it and today they still don't have it. I've heard plenty of reviews that the new Uverse service sucks, and even some of my neighbors who were forced to get it switched companies all together and that's all it is. AT&T deliberately cut my basic service off and forced me to sign up with you verse, and on top of it they demanded a credit card which I don't have. Only a debit card they refused to take that, so I refused the new service and got a new company.
AT&T is just a selfish and greedy company. They're so badly corrupted, lying, cheating, and stealing from their customers. I just don't see how they stay afloat today. Today I still get charges saying I signed up for you verse and even had equipment show up at my door. but I never opened it. AT&T keep sending me bills for $400 and you Verse charges installation equipment and two months worth of service. They attempted to put that on my credit but I had that stopped immediately, but to this day they still say I owe them $400 and will make me pay that if I attempt to get any service even cell phone service in my name from them. Yep everyone says AT&T is a total nightmare and I completely believe it.
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Utilize Your Right To Go To Federal Court And Seek A Declaratory Judgment Against The Individual Employee
Posted by CWS on 2009-05-12
I worked for a federal law enforcement agency and some of the thing I have used against AT&T was to find out if you live in a two party or a one party notification state and record their phone calls when you deal with them and over the phone, always get the full name of the party on tape, always make them give you an estimated cost of the services each time you enter in to a new agreement with and for those people that they steal money from for services that you did not request let the individual know that they have to disclose every service they are providing you at the time they send you the estimated cost for your services, and if that is not in the proposed services you asked for when the place charges on your monthly bill hat you are not aware of then sue the person that gave you the estimated cost of the bill.
I had the same problem with them this week and that is a breach of contract also if you start suing the people for lying to you you do have that problem, another problem I had was with Sprint last year was being double billed for text messages, and when I became aware of it they tried to tell me that If I did not catch them stealing from me for the first 90 days they were allowed to keep the money. The best tactic that I had in my favor was that I always dealt with criminals and I went after these people for what they were doing, and treated them the way they acted if you live in a one party notification state (Georgia) where I did not have to tell them that they were being recorded.
Another thing I found out was that if they tell you at the beginning of your call that they are recording their calls for training purposes then that opens the door for you to record these statements. Also, you have the fact that you always speak to a different person that is how you can show these people are lying. Another problem I had was that I spoke to them several weeks ago about the cost of PDA service and decided not to pay for the service the only thing I did was configured the phone which was my second phone and would only use it when I went out of town. The next thing I found out was that while I was sitting down in my office on the internet they were sending out alerts to my phone and even though I specifically entered in to the phone that I did not want to receive email alerts they sent me about $120.00 in one day when I noticed it I called them up and told them what was happening they said that they would stop it and they continued to do it when I told the worker that I was not going to pay the $200.00 cost for this service at the end of the month she tried to lie to me and say that I was the only one with the phone I reminded her that they had locked media net into my phone and they used this feature to access my phone which I bought from someone else and the phone was not a phone that I owed them for and It is a violation of my privacy for them to intrude on my life.
Maybe some of you can remember that at one time the state of Virginia was confiscating radar detectors and I believe now that they have stopped(I have heard several different stories) I believe that this had to do with taking private property .
I Know for a fact that these tactics are taught to AT&T employees when they are in training. I asked the worker that I was speaking to remove the charges because I was going to seek a declaratory judgment against her and her boss in Federal District court for being involved in an ongoing criminal conspiracy to defraud me and furthermore I mentioned RICO she did not know who he was but after I told her who he was she reduced a $600.00 bill to about 235.00 because I told her that I was only going to pay was the amount of the estimated bill that they had they had given me three months ago. I know the a lot of people don't want to take them to court because they don't know what to expect, However, realized that I had to learn about going to Federal court because they have to be made to account for their actions. I have realized that you need to treat these criminals just like what they are "CRIMINALS" because before I let them make me spend a couple of hundred dollars on services I don't use I go to federal court and let these individual employees spend some of their money defending themselves.
frankly if I have to pay the money to them for what they don't do I would rather take my chances in federal court the only thing you let them know we are all going to take our chances on an equal playing field. Check out this book b james publishing it's called preparing for trial in federal court (800-440-4780, or714--751-2709) a lot of a lot of people say you shouldn't practice law without a degree the only thing I know is that I got just as much right to be there as any one else that's the American way I
I don't have no problems sleeping at night I admit that at first I had a few problems getting into court but once I obtained the federal rules of civil procedure and followed the law a lot of these people realize that they can lose their freedom for running a criminal enterprise they will be more thoughtful when they can lose the same thing's that they are trying to take from you they will be more thoughtful.
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I Wish to Complain About the Level of Service at AT&T - It’s Bad
Posted by R on 2013-10-30
HOUSTON, TEXAS -- I wish to complain about the level of service at AT&Tâ¦itâs bad. My Blackberry 9900 (BB) was purchased in February 2013, so itâs currently under the one year warranty. October 19th I went to an ATT&T store in Napa CA to replace my malfunction BB, and was told to go to Device Support Center and they would be happy to help.
On Sunday October 20th I went to the AT&T DSC store San Francisco, and was treated with what I can only call âdisdainâ. I was given a battery to for malfunction BB and later sent a ârefurbishedâ BB that is not working. I took the first BB to the Market Street store on October 26th and informed the management a staff that the unit is NOT updating with my emails, calendar, etc., not syncing, and the apps are no longer being support by BB for many key functions. It was stated over and over again the same mantra about replacing my unit with the same unit â¦ Ad nauseam! This Market Street crowd would not even mail the refurbished phone back.
At the same time this is happening Iâm trying to remove myself from the family plan to my own plan and using my company discount. I was told to call an 800 331 0500 number to accept the transfer on Saturday and was shifted to an âendlessâ prompt to push an series of numbers which lead to nowhere special. I pushed â0â and was told that 800 number only work on the weekdays, which is not true, because it was not the right number. After many agonizing calls and hours dealing with ATTâs âtrainedâ staff (NOT) I got my number migrated to my number but I could NOT use my company discount which make little since to my brain. While on the phone to your equipment âspecialistâ I begged and groveled for a different phone. Your specialist repeated ad nauseam the same policy dogma.
After I repeated for the 8-10 time that this BB is not function with my work email, calendar, and apps just are not keeping up. But the worst part was my hour plus conversation with a (manager) in the south Florida area somewhere who said many things but none were helpful â¦ at all. The Manager would not allow me to talk to anyone above herâ¦ in fact she said there was no one above her to âhandleâ my issues. She would not offer any workable solutions beyond â¦ I should go out and buy a phone and figure out how to get the SIM card to work.
Although there were a lot of other things that I could not possible put on this one-page note, I really want one source to deal with AT&T to handle my Mobil phone issues. NOT ten people for ten issues.
I would like a different phone as a replacement. I would like my phone migrated without starting a new 2-year plan, I would like to use my company discount, and not pay a transfer fee. I would not like to be treated like an idiot by your staff.
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Run Away From AT&T
Posted by WindMan on 2013-09-02
SEATTE, WASHINGTON -- This company is really, really stupid at all. First they make promises that they don't keep. Secondly and most annoying thing is that, some associates, especially the one on the phone does so many things that makes you happy just for the sake of making you happy. Then you think everything is fine and you will call some other time for some reason and the associate this time tells you that they can't do what the other associate did for you last time and he has no clue at all.
Then you ask how their service varies from associate to associate? Remember this is not customer service, this is a technical specification policy that the company agreed with its customers' to offer.
So then we went to this store
600 Pine St
Seattle WA 98101
Really the guy doesn't have a clue at all. I was short with words explaining how the system is set up. He was so surprised about it and didn't believe that the company he is working at provides that, so we call the 611 from the store.
Just like other days, luckily, we met an associate on phone looked up my account and told me she will ship me a new device. Then she knew that I was in the store and she asked me, why they didn't offer it to me in the first place, so she asked me to speak to the associate and I handed the phone to him. As she was explaining to him what to do step by step, his answer was, "ya... okay okay okay okay,,,,," so after this I was expecting that I will get help, then he hung up the phone and say he is confused and called his manager.
His manager is a female which has really like him, I recommended for them if they really work in retail, they can work in a mattress store.
So since they are all confused and didn't know what to do, they want me to call the 611 customer care again.
I spent 20 minutes with him in my first lecture + 45 minute on phone + 15 minute with the manager.
I left with anger, and was told to cancel my plan and get another phone, went back in and call the manager and told I ma going to cancel the phone and she didn't even try to work through again, but told me she is not the one who can cancel my phone and called one an associate.
I told them this is not the service I expect from them after being with them for 4 years. And they don't care at all, so I left the store since I am not able to control my anger with their attitude. Like I told them they all fa... and was told not to come to their store. Funny.
Then we went with one of the customers who saw all things about what happened to me, and went to broad way store. The store was EMPTY. I knew, ONLY PEOPLE WHO MAKE A MISTAKE AND DON' T LISTEN TO OTHERS go to AT&T. A Chinese associate was way welcoming dude and went on private chat and told us we were the first customer after 4 hrs of opening and noticed 4 guys who work there are standing far from the door and were taking about football loud enough.
If you read this far, I will give my own review, run, find other alternative, there are so many choices that you get from other providers. Think again before you stuck in a 2 year plan and upgrade when you are told to upgrade and not device maintenance unless you purchase the insurance. This is world where you can get the best, think wisely don't be cheated and stuck in a contract dead end.
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Unorganized For The Price
Posted by Elaine on 2013-06-22
CALIFORNIA -- I decided to order Uverse on my land line at my home. It was new in the area, so I was surprised that the representative said it was available, and could set me up with a seemingly great price of $120 a month for 12mb Internet, unlimited home phone, and 200 channels after the introductory discounts. We discussed at length what I would and would not be getting and I confirmed multiple times that my land line number was to be used and what my address was. The installation was set up.
I received a confirmation e-mail and to my horror there were serious mistakes. The representative had set up the installation at my AUNT'S house, which is 50 miles from here, and on my grandmother's land line 1 city in the other direction! I called AT&T back right away. After a while on hold listening to advertisements with intermittent music interruptions, I was connected to a representative. I explained the situation to her. I had ordered Uverse for X address at X phone number, but the confirmation of the order said it was being installed at Y address for Z phone number. After much holding and looking into the account, the representative mused that it seemed that my address did not, in fact, qualify for Uverse service, but to make the sale anyway, the previous representative had plugged in phone numbers and addresses of people in my call lists until one worked. Never mind the logical thought process that the installation would happen at the wrong address, I suppose. She also told me that my off-discount rate would have been about 2x what I had been told it would be by the sales representative
I told the customer service representative that, in light of these circumstances, I wanted the order cancelled without charges. The order was cancelled, then, since they are obligated to do so, she had to sit there and try and get me to sign up for Uverse. I felt embarrassed for her that she had to do that to keep her job.
All in all, AT&T is just like every other mobile/Internet/TV provider out there--services that are oversold and taxing their systems providing a mediocre experience for all customers at a hefty price tag. The pressure their phone reps have to sell must be overwhelming if they're willing to lie and cheat the system in order to get a sale.
(Why AT&T must force their customer service representatives to sales pitch us every time they come into contact with us, I do not know, but I find it agitating. What I've already spent money on is experiencing issues, why on earth would I pay you more money!? I hope corporate takes heed of this, because it truly drags down the customer service to be sales pitched at every opportunity.)
Now I get 6 phone calls a week from an AT&T representative telling me that there's good news, Uverse is available in my area, and they see that I cancelled an order for it before, would I be interested in switching to that? I politely refuse the offer, and tell them firmly to cease calling me about this product. That never seems to do any good. I loathe AT&T now. As soon as I get the money, I'm ditching them.
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Service Did Not Get Cancelled After Several Calls and Got Billed for Additional Services
Posted by Tam on 2012-04-07
INDIANAPOLIS, INDIANA -- March 5th 2012, I saw an online offer from AT&T and I wished to add home phone line service to my existing internet account. I placed online order and after receiving the email confirmation, I wanted to check the order status online but couldn’t login with the code provided. I called AT&T to inquire about it and was told that due to an error in the order, it didn’t get processed and she would b happy to place the order via phone.
On further discussion it turned out that I will not get the benefit of the order that I was trying to sign up for. Frustrated by their deceptive advertising, I decided to cancel the order on which the representative said that since it didn’t go through the first time, there is no need to cancel. Next day I decided to cancel my internet service as well and called to cancel it and insisted that I want an email confirmation of the cancellation. The service representative promised to send the email and after few hours, I received an email THANKING me for placing an order with AT&T.
Appalled and frustrated, I called again to inform about my cancellation request and was promised once again that an email will be sent and the order has been cancelled. There was never a cancellation email sent but instead, I received a phone call that someone wants to come to my residence to install the phone line. I informed the caller that I do not have a service request and he needs to straighten it out with AT&T and his response was “ I am just told to go and install the service, you have to call for cancellation.
I called the 3rd time, and whoever is familiar with AT&T knows that each call lasts more than half hour including wait and transfers from one department to another. I explained the whole situation to the account department and also got fraud department contact to tell them that someone is ordering on my behalf. I once again asked for cancellation email that never came in spite of the promise. I never made time to call the fraud department.
In the meantime, my husband placed order under his name and got his services up and running on the same residence. I didn’t get another phone call or email but today, on April 7th, one month since that drama, I receive a bill for $75.15 for the new internet and home phone service.
For having such a large customer base and a big name in domestic services, AT&T should be ashamed of using such unethical and fraudulent methods to rip off people’s money and valuable time. Not only I do not wish to pay a single cent for services that I never ordered or used, I want AT&T to pay for my time that I have spent on fixing it’s issues and dealing with corrupt, incompetent and clueless customer service staff who does not understand the difference between Cancellation and Activation.
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How Many Others Have Been Sold a Service/Product Which Does Not Exist?
Posted by Sam on 2012-01-11
MIAMI BEACH, FLORIDA -- For the past five years, yes, 5 years, I have paid for 6x DSL service, promoted by AT&T as the fastest DSL speed which can be used by a small business or privately owned computer. So for 5 years I paid the bill in spite of problems which were 'solved' by sending out a replacement router/modem, unlimited number of hours wasted on the phone while the DSL technician went through AT&T standard procedures to repair the problem with beginner instructions to open here and type there, then again it was declared a modem problem, and so on for 5 long years. At the end I was determined to drop the service and return to dial-up. It was at this time a high ranking employee came to find the 'internal' problem, repair it, and charge me for the repair. The good man spent almost 3 hrs. in total, dutifully running tests on my computer and when that failed he began moving furniture to get to jacks and test them to find the problem. None was found. So the AT&T DSL staffer said to me he had to report this to a higher up, my home was blameless.
An hour or so later a phone call came in, this person introduced herself as a high ranking AT&T employee who was coming to look at the wiring as she could see why there was a complaint, I had been dropped 12 times the previous evening *at best I was dropped 3 times a night * and she'd be in touch. A knock at the door came an hour and a half later. She introduced herself, I invited her in, she sat at the computer as well, she stood to leave and a short conversation over the problem began. AT&T had sent, at no cost to me, one of their best, a person with an unblemished 30 year record. I could see she did not like defeat. She chatted more and in the middle of a sentence she stopped herself and asked to see my bill. I handed it to her and I can laugh at her first comment - 'Oh, look at all the ads they put on them' - and I watched quietly as she read it to herself, then she turned it over to read the rules of service on the back of the bill. She cried out - I know why you're having problems, it's right here on the bill; you've been signed up for 6x DSL service and there is no fiber optics line in this place, it's all copper. So you can't get 6x and what it's been doing is interfering and cutting you off. You need the lowest speed DSL and even that might give you problems.
SUMMARY: for 5 yrs I paid more than $3.000 for an non-existing service.
ADVICE from others who've had this experience, who got more than the standard 3 month reimbursement policy and have been reimbursed, please share with myself and others how to proceed. Thank you.
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Installation Nightmare, Will it also be a BILLING nightmare?
Posted by Aedegira76 on 2011-12-05
GREENSBORO, NORTH CAROLINA -- A door to door salesman came around my neighborhood trying to sell U-Verse products since they recently invested in a new line through my neighborhood. The price for internet and U-Verse 300 was $100. I asked if it was introductory or if there was a contract. He claimed no to both. Also, we could try it out for FREE for 30 days. My husband set up the service and had to choose an installation date three weeks later because they were so busy. OK. No problem.
Three weeks later on the night before the appointment, we have a service technician visit the outside of the house to set up the line. He took three hours. Then, he said he wasn't done, so someone would come out in the morning to finish the job before the appointment. No one comes. The technician for the inside installation came thirty minutes earlier than the appointment. He said the line wasn't set up and he'd have to put in another request for someone to come out. I asked when he would be back, but he said it would depend on when the line was set up. Three hours later a technician sets up the line, but can't tell us when they'd be here to set up the inside. We wait until night. At 7pm, I decide to call customer service since when we checked on the order online it said it would be installed in the year 2036. The first person I got said it would be another THREE weeks. Oh! Forget that! I asked for the supervisor, but the supervisor had to call me back. We waited an hour with no call back. I called again and spoke with another representative at another call center. She could not give a better date than three days later than the three week date. No way!! I asked for her supervisor and she refused to get him or her on the phone. I had to settle with this date or "none at all." I hung up. I went to gethuman.com and called a different customer service number. This person was awesome!! Read all the notes on my account aloud, but had to connect me with a more local customer service since they were out of California. The next person allowed to me talk directly with dispatch and they got me the next available, which was 3 days way. Great!
No one came. I took off of work. I called and I would have to set up another appointment. I was so mad I couldn't speak. Then I looked at the contract we signed to see if it was worth it. That $100 price is listed as introductory with a contract in very small print. I haven't called them back because we have to decide whether we even want this mess anymore.
It's not worth it. I think we should just stay with the Hulu, Netflix and Earthlink internet (run by Time Warner) services we have. All together it's less than $60. Why did we even want to try this out?