AT&T Long Distance USA Complaint - No Customer Service Whatsoever - High Speed Internet and Local Phone Service

Posted by PassingBy on 2008-08-12:

That must have been a very nasty statement you made to the CSR for her to disconnect your service.

Posted by Pearlita on 2008-08-14:

I had to quit AT&T before I ever even started using it. Here's my horror story: I ordered AT&T high-speed Internet (DSL) service and was told that my equipment would be arriving within a few days. By the end of the week, I had never received it, so I called the company to find out status and was told that it was never ordered. They had no explanation as to why the order was never fulfilled, except to say that my records did not reflect an order (this, after I had spent a good 30 minutes on the phone with the salesperson explaining my precise equipment needs.) So, I gave AT&T the benefit of the doubt and I ordered the equipment that I would need to access my service a second time, and a week later, still no equipment. I called again and they had no explanation for the fact that the equipment had not been shipped but they did say that my records showed that it had been ordered.

With the impression that AT&T simply didn't have the ability to get my service started, I asked to cancel the service and was told that I would be charged for it even though I:

a) never received a service confirmation from AT&T, either by email or letter
b) was never instructed, or never received instructions from AT&T as to how to access my Internet service
c) never received equipment enabling me to access their Internet service
d) never spent a moment online using AT&T high speed Internet
e) never received an AT&T email address

The CSR said that I would eventually be credited for the amount charged. But when I asked for written confirmation that I would not be charged, AT&T refused to provide it. My feeling is that if they slipped up twice, what's to stop them from getting it wrong again? I fully expect that this saga will continue...although I'm hoping I won't have to battle them out. I have been an AT&T phone customer for many, many years. The worst part is that the CSR "manager/supervisor" that I last spoke with left me with a very bad feeling. The other 3 CSR folks at AT&T that I've spent hours with on the phone these past few weeks were at least friendly, but he was scary!