ROCHESTER, NEW YORK -- My housemate moves out, and I now want to get a DirecTV account in my name, after he cancels the current account in his name. Because I have lived in the house for a number of years while his DirecTV account was active, AT&T will not allow me to open a new account in my name at the same address. This, according to them, is because "I benefited from their service while I was a resident at this address, and in order to open a new account in your name at that same address, the current account must be canceled for two years before your new account can be opened."
Now, if you just said "what?", you had the same reaction as me. "So, let me get this straight" I said, "if I lied to you, and said I was a new tenant just moving in to this address, I could get a new DirecTV account in my name, but because I have established a long term residency here, I am not able to get the same account as I could if just moved in five minutes ago?" "Yes Sir, that is our policy."
"So, what you're telling me is, rather than taking my money every month for the next two years of the required contract, you want me to hang up the phone, cancel the current account, and call your competition, Dish network, and give them my money for the next two years. Am I really understanding you correctly?" "Sir, as I stated, AT&T, and DirecTV cannot allow you to secure new service at your current address for the next two years."
Dear AT&T, your policy is beyond ridiculous, and you have ensured one thing; I will never buy ANY AT&T product, or service. Rather than try to negotiate a new price (your customer retention dept. called me after the fact) to keep the current DirecTV service in place, I will in fact cancel it. I will also share this enlightening customer service experience on every consumer complaint website I can find.
AUSTIN, TEXAS -- This company provides lousy service and is almost impossible to deal with. I signed up for their package of telephone, Internet and DirecTV. I promised fast Internet service. My Internet service was extremely slow and, at sometimes, essentially nonfunctional. I called their number several times and complain about the service. Calling the company was, and of itself, consistently a bad experience. I would spend a lot of time waiting and sometimes my call simply would be dropped. When I did make contact, I would be reassured that my service was functioning properly and there must be something wrong with my computer or something associated with it.
Finally, I agreed to upgrade my service so I could get faster Internet service. After that, I did not notice any significant improvement in my service. When I called next, they said they were going to send a technician out to see if they could find a problem. Having a technician arrive is entirely another problem. You have to pick a three-hour period in which the technician can arrive and then you have to be available for 3 hours after he or she arrives.
Basically, you have to commit the be available for 6 hours, which is a ridiculous requirement for anybody who holds a gainful employment. I had a tech come out on 2 occasions with no significant improvement in my service. Accordingly, after 3 or 4 months of service, I cancel my service and went back to the local cable company. After all that crappy service, AT&T hit me with termination charges of $340 for DirecTV and $135 for AT&T for a total of $475. I called and talked to a representative complaining about the termination charges after such lousy service, but he would not back down and kept saying that that's what I agreed to.
I have been dealing with AT&T Wireless for over a month trying to upgrade our cell phones. After several visits to the local store (finding out there is a difference between an authorized dealer vs an authorized seller) returns, more visits to get our account credited for returned merchandise that was "free" and then cell phones, multiple calls to the corporate office, who promised to call me back but didn't and new phones that were just delivered and activated incorrectly, several "cases" that don't seem to ever get resolved and now on a "silent hold" for one hour and 24 minutes and counting... I'm ready to pull my hair out.
How does one get service from AT&T where what you are told will happen actually happens and if it doesn't you can hold them accountable? It seems one thing is said by many and then when it doesn't happen, they file cases, which never get resolved and you end up paying more for exactly what you didn't want, trying to continue doing business with them. Is my only choice to take my business elsewhere to be treated fairly? C'Mon Man. At 1 hour and 40 minutes, my phone finally died from battery drain.
GALVESTON, TEXAS -- Have had problems with security system. Am annoyed that problems are due to faulty equipment and due to improperly placed cameras. System is in my vacation home and can not get out often, waste hours on phone, and despite records of system not working since Day One and that I have called, my cameras have been triggered every minute and can not use it.
Now that they must return for the faulty equipment in which my home has not been secure for months due to unsticking of sensors they want to charge me to move my camera! They can see from the history that I called after installation and I could not coordinate times with them. I have just lived with it. Now that I have NO SECURITY because the cheap stickers on sensors have fallen off, now I have no choice but to take a day off work to go to the home. But of course they want to charge for the cheap sensors and to move my camera. Common sense -- check my record -- but NO!
I have to deal with their crap for hours on phone, etc. Thanks for telling me my contract is over in a month after I told you if it is not to my satisfaction that I can go with someone else!! I was up till 2 a.m. with Security trying to secure my alarms alone in my home. Woke and started over again for hours in the a.m. AT&T HAS NO CONSIDERATION OF THEIR CUSTOMERS' TIME AND NO VALUE FOR THEIR TIME!!!
CHARLOTTE, NORTH CAROLINA -- Best advice anyone can give is to stay away from AT&T. I know all the major service providers cram bills with fraudulent charges and make false promises and always charge for the month after your service is already cancelled and it's always the same nonsense "honest mistake" but let me warn you this company is the worst. They won't work with you. They will make it as hard as possible to receive your refund. The customer service honestly, I wouldn't call it customer service. Whatever it is they have, it the most unethically responsible practices in the business. You will regret this decision eventually. You have been warned.
I am not, nor ever will be an AT&T customer but I have a complaint. Their very INEPT line installation crew has cut the Charter cable line in our neighborhood leaving most of the neighborhood without Charter cable service. When the crew was notified of this they looked at us like they didn't understand anything and then proceeded to take a lengthy smoke break. Meanwhile we are still paying our cable bills without any service all because someone was careless and clueless. Just getting fed up with other people's mistakes costing me money. AT&T needs to better equip and educate their installation crews on how to properly do their jobs.
WILLOW GROVE, PENNSYLVANIA -- Representatives in Willow Grove, PA sold me insurance on my phone telling me that if anything happened to the phone, similar to the coverage Sprint offers, the phone would be replaced. They did not tell me there would be a $200 deductible! I have been paying $8 each month to cover accidents or theft. Instead I encounter a mechanical issue, the battery continuously disconnects and resets the phone, one month after the manufacturer's warranty.
When I went to the store, they had me wait twenty five minutes for a representative just to tell me to call Asurion. The Asurion representative told me my product is a Tier D, which means $199 deductible. (Seven months that I paid this year for insurance and $23 each for the phone, I have already paid close to $300 for the phone.)
The woman with Asurion was the opposite of helpful saying that is what insurance is, paying monthly premiums and a deductible to insure your valuables. I said I know what insurance is but it has to relate to the value of the products and how much is paid down. She was obviously not going to listen nor assist in making the problem go away.
The last representative with AT&T attempted to make it right by removing the insurance on my phone and providing a $25 credit to my account. I still have a broken phone with 17 months left to pay it off from the 30. I had asked to be contacted by a regional or district manager but will not be holding my breath. I am stuck with AT&T unless I want to pay off my phone and the early termination fee, totaling near $500.
DECATUR, ILLINOIS -- After 10 years of being a loyal customer of AT&T I am completely frustrated with the Service I am NOT RECEIVING!!! And the runaround from Customer Service!!! I am self-employed and use AT&T as my Service Carrier. I am not unable to use my Data while I am at work, nor am I able to access my voice mail messages. I have constant dropped calls and it is difficult for people to talk with me or for them to hear me while on a phone conversation. I have lost business because of this lack of service from AT&T.
I have contacted their Service department numerous times, Spent HOURS with them, have reset my phone. Have purchased a new phone which reset my contract (Cost me more $$$). I have talked to Technicians which have told me that they can't do anything for me and they set me up with a case worker and engineer... The Case worker left me a message saying “The service in my area was limited and this is unfortunate!!!” (I did not sign up for limited service and I find this unacceptable).
My Case # **. The Case worker's Name I was given is Adam **, his number is **. I have called and left several messages, but have not received a returned phone call. I have been paying for a service I am not receiving and the service department will not let me out of my contract because they say that is the case worker's job. The case worker has not returned my calls. Does anyone have any suggestions for me??? Or is anyone having similar problems with AT&T??? PLEASE POST resolutions. I've Lost Time and Money also have Lost Confidence with AT&T's lack Service and Commitment!!!!!!!!
CALIFORNIA -- Joining AT&T this month was the worse thing that happened to me. After calling AT&T to inquire about their Internet, I finally decided to give them a try. Let me make the long story short. After all the calls for weeks and unnecessary headaches, the Internet was installed. A few days ago I received a bill that said $71 when I was told my monthly bill will be $37. I called them, just to be told that the $33 was number one of 3 payments I have to pay for their installation. I asked "what installation?" Just to be told they charge $99.
I asked them why I was not told about the fee until today. The guy said "I don't know but you have to pay". I said "you guys should have told me about the fee the first day so I was going to decide if I could afford it or not or go with another provider." I told them that they are forcing the fee on me. I asked to talk to the supervisor. He told me it doesn't matter who I talk to that I must pay the $99. I still insisted so after putting me on hold forever, a lady came on the line saying she was the manager and couldn't even see reasons with me. I feel like I have been scammed. AT&T is terrible.
ATLANTA, GEORGIA -- AT&T is breaking all laws by sending bills due in seven days and we should be given a two-week notice to pay said bill. My Uverse Internet bill is not getting to me until six or seven days before it is due. This is unfair especially to seniors who have disabilities and do not jump up and run whenever someone wants us to, we cannot. AT&T is required by law to give us a two-week window. They are causing me great distress by doing this. It means I have to rush the next day to the POST OFFICE TO MAIL THIS IN TIME TO GET BACK TO THEM.
In Memphis TN we have no mailboxes anymore. We have to go to the PO to mail letters and that is inconvenient to everyone. I pay my home phone and cell phone online. I got that bill yesterday Sept 9, and is not due until 24. I can set that up to pay ahead of time at my choosing date, so why is the UVERSE INTERNET BILL NOT SENT OUT AHEAD OF TIME. You are breaking laws and you had better not ever send me A LATE BILL BECAUSE OF YOUR INCOMPETENT SERVICES.
Again my AT&T has not reached me by mail and it is due around 23 they should have had it to me two weeks before due, now my online bill from them has not come up either on the net. I am sick of busting my butt to get to post office to mail it back to them before its due. Apparently they could care less so if this does not work I am contacting BBB