DENVER, COLORADO -- EVERY single AT&T employee I spoke with misled me, diverted questions, transferred me back and forth and generally read ridiculous scripts that didn't even make sense. I tried to work with them to get the right plan for my usage - more lies, diversions, and transfers. NEVER AGAIN.
JACKSON, CALIFORNIA -- Your AT&T employees misrepresent and lie to its customers. I went into an actual AT&T store on the 17th of July 2013 and bought a mi-fi device which I had to pay $49 for and sign a 2-year contract. I asked the representative to sign me up for a 3 GB plan, and for some reason I noticed when I got home that I was signed up for 5 GB instead. I was also prorated to pay an extra 6 dollars or so on my next bill, because for some reason my billing cycle started on the 19th of June and not the 17th.
While at the AT&T store, I was also very clearly told that I could at any time downgrade my service to any of the other plans from 10 Gigabytes, to 3 Gigs, to 500, and finally down to 250 MB. Now 3 months later and the data being sucked up while I sleep, I decided to downgrade the Mi-Fi plan to 250 MB and get home internet service instead, while I would still pay the $14.99 a month for their lowest plan.
So I got my home internet from AT&T BTW, and I call their customer service on 21 of October 2013 (Monday) to try to save some money, while I try and do the right thing and fulfill my contract. I tried to cancel on the 19th right before my next billing cycle but they are closed on weekends. I called because I wanted to downgrade my service and use what data amount I thought was appropriate. Come to find out the information that I received at the AT&T office in Jackson, CA was wrong. The plan, which I was offered apparently is only available for tablets, not mi-fi the lady on the phone told me.
When I told her that their company's representatives are misleading and not telling the truth, she told me to drive back to that Jackson, CA (which is almost 100 miles and talk to their manager, and tell them to train their employees better). So now I have to do the job that AT&T managers should be doing and I should pay $ and time for the mistakes their reps make. And there's nothing the customer representative could do, so I ask her to cancel my service then, because I wasn't going to pay $50 for a service that I wasn't going to use. She said she couldn't do that for me and then she transferred me again to someone who had the capability to cancel my service.
SO I was put on hold for another 20 minutes and another customer relations expert answers the phone with no capability of doing anything to help me either, except he said he could change my plan and change it into a mobile device plan where I could pay $14.99 a month, but "I would not be able to use my mi-fi device", meaning I would be paying $15 dollars until July 2015 for no services offered whatsoever.
So I asked, whether I would be able to exchange my mi-fi device for a mobile device and still continue using their service while paying the proposed $14.99. He said "No, your 14 day grace period has expired." I asked whether my cancellation fee could be waived and he said "unfortunately no" for 100th time. I swear their training consists of saying "unfortunately" in front of every word. So I stopped negotiating and said that I just want to cancel and am would not like to take advantage of his awesome offer of $14.99 because me paying that amount would amount to $315 by the time my contract expires vs. the $138 cancellation fee/penalty.
How does that do anything to help me out? When they should have stood by their word and at least trained their staff properly. Then, ** the customer relations expert also says that I would be charged for an extra month through Nov. 19 because I called 2 days after my billing cycle started. I asked him to prorate it and he said they can't do that, they have no such capability. Then I called him out of it and said that they charged me with a prorated amount in the beginning why, so don't tell me there's no such thing as prorating.
So he said he'll look into it and only charge my for 2 days of this billing cycles, after he attempted to lie to me and say that they work on the weekend. I called on the weekend and the machine told me to call during the work day. This is ridiculous, they just straight out lie to you to get their money from you. They lie to me to get me signed up, they lie to me to try to make me pay $15 a month for no service, they lie to me and say they can't prorate to get an extra $50 out of me and they lie to me, saying they can't stand up for their representatives lying to me and waiving my fee. Then they call me a valued customer.
Please waive my cancellation fee, because I deserve to be told what I'm buying and signing up for. I deserve to be told the truth. I will continue writing people to try to get the customer service and services I was promised or you also should have to hold up your side of the contract. It's not one sided, you should also be responsible for your employees not telling the truth. Thank you in advance.
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.
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!!
COLUMBUS, OHIO -- I purchased 3 lines of service with AT&T. I had the phones for 3 days and a tower in my area dropped. I was not able to make call for hours. I then took the phones back. I was charged $105 for a re-stocking fee. I explained for hrs that this issue was not my fault. I have a child who is 1 years old, in my house. What if something was to happen to us while these Towers were dropped? I spent $300 on a deposit which I'm still fighting to get back. So now I'm out of $405 for service that I did not get to use. Everyone is making me seem like I'm the bad guy. I will NEVER EVER GET or EVEN THINK about getting AT&T again! Worst company in the world.
LOUISVILLE, KENTUCKY -- I signed up for a landline phone and was told that it would be connected by 11/21 at 8 pm. Now they say it's going to 11/25 before they can turn it on and there is nothing I can do to get it turned on any sooner. I have no choice but to use AT&T for landline service as they have a monopoly in Louisville, KY (thank you Mayor).
My son was to be released from incarceration on Thursday but can only do so with a landline. The court will have to set another date approximately 6 weeks from now, so he gets to spend Thanksgiving and Christmas in jail because AT&T can't keep their word. I sure hope the executives at AT&T get to spend Thanksgiving and Christmas at home with their family while I sit in a jail visiting room seeing mine.