NEW JERSEY -- I have been an AT&T customer for over 4 years. When I switched to AT&T the sales person used very high pressure sales tactics to sell my husband and I on a road service package. She told us stories of how the road side service came in handy for her. Afterwards my husband was sold. He was thinking of me and our children. I wasn't quite so convinced. We ended up accepting the roadside package and shortly after my husband ended up needing a jump start. Having the roadside plan worked great for him so we kept it.
Fast forward 4 + years and we found ourselves in a situation where we needed another jump start. We called #Help and explained that we needed a jump start. The battery was dead and we were in a car with our baby in the freezing cold with 2 phones that were about to also go dead. At first we were told that no tow companies were coming up in our area. We live in a very large township. We were near a mall in a large shopping center with several tow company's close by. The service agent asked us for the name of a towing company seems to how she wasn't finding any.
Next we were told that we would have to pay for the jump start because we had already used the service once and had reached the cap!!! I have been paying AT&T every month for over 4 years for road service. 4 YEARS! The charges are per phone! I have never used the roadside and my husband used it one time over 4 years ago! AT&T failed us. They were leaving us in a car in the freezing cold, unable to use the heat and with a baby in the car.
Luckily AAA came to our rescue and in approximately 10 minutes! They will gain a new customer as a result of their prompt and professional customer service. I contacted AT&T to tell them how dissatisfied I am with their service. The customer service representative was very nice but he was unable to authorize a credit. I asked for a supervisor but the supervisor did not get on the phone. Instead he offered, through the agent, a 90-day credit, or $9.00. Not acceptable!
After 45+ minutes on the phone with them, their supervisor, Eli finally got on the phone but then only offered me a $3.00 credit! Yes, $3.00! He was offering a 1-month credit for the service they charged me for despite not providing the services. When he offered 30 days I responded by saying that $6 was not acceptable to which he replied, "It's actually $3!" I've paid for this service on 2 phones, not 1 and again... for over 4 years. He thought I should be happy with a $3 refund. He then told me to call a third party, the company they contract out to, and dispute the charges with them. I do not send a payment to this third party, my payment is to AT&T.
I do not see how Eli believes this should be my problem. After 45 minutes of getting nowhere I asked to speak with his manager. I was told that a manager would call me in 48-72 hours. When I asked for his manager's name a first name only was given and Eli refused to give me a last name. AT&T lost a customer tonight. I am in total shock at how terribly Eli handled this situation.
TULSA, OKLAHOMA -- April of 2014 AT&T was replacing a defective phone by gifting me a new phone of another kind. At the time they were out of the one I wanted, so I paid the difference for the upgrade to 32GB. I was told that the phone was mine, but as I'm now cancelling my service contract I've found out that they connected the device to my contract and didn't make me aware of this - I was told the phone was mine, nothing about it being tied to a contract.
I called today to pay my early termination fee, which took me speaking to 2 CS reps and 2 supervisors before they would even take my money, as set up service with another carrier (1/2 the price for more of everything!) and they refuse to unlock my phone. All of the Customer Service reps I spoke with previously this week told me that once I paid it would be unlocked, but omitted the fact that there would be a ridiculous and completely inappropriate wait causing me to be without service.
I have now been told by a supervisor, **, that he "Cannot have me on the line contradicting everything he says." after I stated they "are able to alleviate this, but clearly refuse to.", and then rushed me off the phone as though I was now a waste of his valuable time.
I will not have an unlock code until 5 days from now, preventing me from using my own phone. This is going to cost me as many days with the new carrier, not to mention the 3 days it took me fighting to get this far. All but the last 2 reps I spoke with were, at least, professional. This is the only positive thing I can say about AT&T in my 2.5 years with their service. My $255.00 early termination fee is paid, I owe them nothing and yet my phone, and therefore service, are hostage to AT&T and their asinine "policies"... this took 5.5 hours over the last 3 days of my time, and this is still unresolved.
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
MINNESOTA -- I did not pay my bill for two months - which is totally my error. However, I have been a customer for over 10 years and not particularly satisfied with the phone service but too busy to change systems. My daughter happens to be in Russia with no phone service and I called AT&T, offered to pay 1/2 of my bill and the other half on Wednesday this coming week to restore service because I do not want my daughter in another country alone with no phone service.
I was told that they were sorry but they could not accept a partial payment. I asked if they could simply restore her service. That would be enough... again no. I wish I was surprised but I am not. I don't think for a moment that AT&T has a corporate conscience and this is one of those circumstances when they should have made an exception. I have put up with so much over the past 10 years with poor service, dropped calls and now this. I am moving to Verizon after next Wednesday when I pay my bill in full and I would suggest that none of us support AT&T. I did write to consumer affairs.
DEER PARK, ILLINOIS -- I went into the AT&T store at 21690 W Long Grove Road, Deer Park, IL 60010 and registered myself in the waiting list. I was the second person in line, and after the person before me was helped. I noticed that my name dropped to the second place again. Upon asking ** why I was moved to the second spot, **, the Retail Sales Manager at AT&T decides to throw me out of the store. He also gives me a lecture on HOW TO DEAL WITH THINGS IN LIFE... Absolutely rude individuals work at AT&T. Would never do business with them, ever again. All my business goes to T-Mobile or Verizon.
HENDERSONVILLE, NORTH CAROLINA -- Number one, they lied to me about the terms. Number two, it took 3 months for them to get the billing address correct and then they still continued to use the wrong address on occasion. Number three, the tech representative (I think in the Philippines) was condescending when I didn't pick up on some obscure nuance in their system that I had no way of ever knowing. Number four, when I asked to speak to a higher up I was never contacted even though I was promised a return call within 48 hours.
In essence, they have learned nothing from the customer service revolution of the past 30 years. Reason I terminated my service? The bandwidth was so low on occasion, I couldn't download a 1 meg photo via email. Forget streaming with their DSL. A loser company if I ever met one. Never again.
PHILADELPHIA, PENNSYLVANIA -- AT&T is a joke. Do not go for their new one year upgrade plan. It will end up costing you over triple the money it would have cost had you went with the conventional two-year upgrade program... They say pay an extra 32 a month and get a new upgrade every year... Totally false. The actual charges for an iPhone 5s is $700.00 and when you come back after the first year you have to turn it in instead of keeping it as a spare...
If you are stupid enough to enter into any kind of contract with this provider, stick with the two-year agreement. Their customer service is absolutely horrible and they tried to enter me into an agreement which would have cost me more money had I entered into it.
TEXAS -- They TRAIN the Customer Service Reps to tell you exactly what you want to hear to get you to subscribe to their services or continue to use AT&T. Then when about the second bill comes, you know you have been SCAMMED AGAIN! Before I signed up with this company I was paying all my services separate so I called around and was sold on them after I stated what I wanted and what I wanted my average bill to be.
Of course they will provide what the others will at a lower price because they are familiar with other promos, but when you call in about a $30 increase in your bill, you're informed you received all these credits that are now falling off each service you have, and of course, the taxes I'm told are 19% of the service so that is where the increase comes from. Some of my services were downsized so that I wouldn't be paying $200 a month for another year for basic services with no "EXTRA" or premium services as they call them.
In essence you will eventually start back to paying what you didn't want to continue paying because just as they are trained to tell you anything to reel you in, they are also trained with apologies and excuses for what the last person "LIED" to you about or the misunderstanding as to what was told to you... Apparently all of us can't hear what they promise to provide. Please don't write my speech for selling me your services again. I know the lies by memory, I've heard them so much!!