Anonymous
map-marker Washington, District Of Columbia

Customer svc advocate for at&t complaints

As a former AT&T employee, I can identify with those of you with customer svc issues. Not to be outdone I was getting no where fast with my issues but was persistant in talking to anyone except cus svc...There is now a Customer Service Advocate Group who will make sure your issue is resolved.

Their number is 336-650 ****...... (issues with home phone, internet,uverse, cellular svc).

Employees are clueless, blindly transferred calls mostly to wrong work groups which further irates you & escalates the trouble at hand. Simply put AT&T reps don't listen!!!...So all knowing but know nothing....

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9 comments
Guest

It's truly unbelievable. I've been on the phone 8 hours just to get transferred to at&t advocacy group!!!

Guest

400 AT&T DSL customers in Rome Ga were without Internet for 11 days and the only people we could talk to was in India. I dropped my home phone from ATT and one more *** time my inter net goes down then att can take their Internet and go to *** with it, I am sick of their ***

Guest

Well said........ Thank you for sharing.

However their SVC people are well trained in making excuses :-)

I spent 1 hour and 10 minutes talking to "Customer SVC" to get a refund on charges for home internet service....... After they turned off my service because i hadn't signed the Auto pay form authorizing them to charge my credit card.

A month after they turned service off and I called and told them I wasn't interested in having AT&T Intenet. They magically charge my credit card $147.

The following month I get another note they are turning my service off. THEY NEVER TURNED IT BACK ON!

Guest

I dealt with the customer advocacy group, too. They didn't return my calls.

I tried more, and same thing.

I then left tonally less than ideal VMs, and same thing. Zero follow-through....

Sam Schaperow, M.S.

PsychologyCT.com

Guest

Just moved to a rural area in SC and have NO cell service at my house. ATT refuses to release me from my contract (it has just under 1 year remaining).

If I cancel it doesn't take effect until the end of the current month billing cycle (more than 2 weeks away), so I am in essence paying for a service I'm not receiving and I also have to pay a cancellation fee of over $200 again FOR A SERVICE I'N NOT RECEIVING! What's wrong with this picture? They dropped the ball NOT ME and I have to pay for their inability to provide said cell service? what happens in case of an emergency?

I'm having a heart attack and need to call 911.....wait, I have to get in my car and drive to an area that has ATT service. I can see the headlines now: "woman found dead in car from heart attack trying to call 911, but she didn't have any service bars showing on her phone." Or how about: "wait burglar, I need to go drive to a service area so that I can call the police to come stop you". Or "pardon me, hold that thought, can I borrow your phone to call the authorities so they can come arrest you"?

REALLY????? What a poor excuse for a company that supposedly prides themselves on customer service.....wait, that's right, they don't care, they just want your money.

Guest

So my husband and I have been trying to get at&t internet and cable to no avail now do not get me wrong we are in the provided service area I have called soo many times! We had internet in Nashville and when we moved to florida I tried to get the internet switched over and get cable.

The 1st time I called a I got hung up on and my phone call was never returned so I called again and spoke with a lady who set us up with the cable and transferred me to a guy who was supposed help get the internet. He answered the phone told me he would call me back in 10 minutes and never called back. So I called again only to find out the lady scheduled the cable to go to our old address so I had to speak with someone else and they set our appt for 20 days ago later but I am excited finally we have an appt well the day before our appt I get an email saying they can not make it. So I call again and they tell me that in 30 days they can call us to schedule an appt to come out at this point we gave had no cabke or internet for a month.

So we got temp cable and internet well we went to the at&t store by our house about a month ago to buy the s4 active and while we were there I asked if we could get the internet and cable in which they told us we are in the coverage area and set us a new appt gor like 15 days later well our sppt day no one called no one showed up so I called the store and the manager told me he would call and find out what happened. Never got the call back so I called again got told he would call me back NOTHING.

Meanwhile when we 1st moved in we suggested to the neighbors to get at&t internet and the guy showed up like 6 days later and connected their's My husband and I really want at&t I do not think I have ever tried harder to get internet or cable I do not know what to do if someone can give some advice or a phone number so I can deal with the right people its been 4 months now. Anyway here is my email to contact me ironbass66@***.com

Guest

This 'consumer advocacy group' is a cruel joke. If your problem isn't going to be solved, they shuttle you here so you will at least think you have someone on your side.

I have cycled thru it 3 times so far. They putz around and try a few things then quit contacting you.

You then call again and they try the same stuff, and they stop ccontact again. So you call again...

Gee, but I sure feel better thinking someone was on my side!

Guest

:( I was just informed that my $19.95 12 mth offer has expired and now I am stuck with still the slow DSL line and now it will cost $43.00. How can such a large company control all of us....we need to rebel....this is outrageous...remember when it used to cost 8 cents a minute or more to make a long distance phone call .....WTF this sucks and so does AT&T and what service, they have none

Guest

The 1st REAL phone number, I've seen in a post, since I found this site this morning. Too much happening today to stop and dial it right now, but, I'm SO happy to finally see that someone here might actually have some REAL contact info to share.

I can't wait to see what else is here to help in resolving MY AT&T NIGHTMARE! Thanks, Former Employee!

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Anonymous
map-marker Los Angeles, California

Cancelled Service

After watching my copper land line price increase steadily 200% (only had it for DSL), watching my DSL speed decline, and calling every month about my bill being wrong, I cancelled my service. That was easy. Received my last bill today (again it was wrong). And I quote "I see you are calling about your final bill? Yes, the charges are incorrect. I was not prorated on the internet service. Oh yes, that was your initial final bill. What? What does that mean? How much do I pay? Don't pay it, and wait two weeks after the payment due date to pay it. What? What about late fees? Don't worry about those..." I can't decide. Should I laugh or yell? I'll stop here since I could write a book about the idiocy and stupidity of ATT customer service.
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Anonymous
map-marker San Francisco, California

2 hours, robot, transferred across the world, for help

ATT called to offer a bundle service, someone in household said ok. I called next day to find out more, get offer in writing and/or cancel. Started process with robot @ 2:00, Melvin @ 2:20, Katrina in Nashville @ 2:50, Abigail Engels in Michigan @ 3:25, Marie in Philippines @ 3:30, finally Saul & Marie @ 4:11 to cancel Direct TV/ATT bundle. I started off wanting the offer in writing. I've ended up wanting to avoid doing business with ATT forever!!! The company presumably is partnering with Direct TV to add to their revenues, yet not training their employees or creating systems to support a simple potential customer inquiry.
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Loss:
$100
Anonymous
map-marker Diamond Bar, California

AT&T taking no responsibility

I plugged my iPhone into my computer to charge (First time I've charged through computer vs wall charger). I was prompted to update my software to the latest version. After 20 mins of updating, I looked at my phone and all of my contacts and pictures were gone. My biggest/priceless concern was we just had our first child and those pictures were on my phone, now erased. I called 611 and was told AT&T couldn't do anything about it and to call Apple. I called Apple and they told me to call AT&T (no surprise here, right - being bounced around). I spoke with a manager at AT&T ( Cathy Privett) who told me to call Apple, WTF!! I sent an email to AT&T begging for my pictures back, it's the first days of my child.. Still waiting for a call (1 week)..
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3 comments
Guest

We're sorry to hear that as we understand the importance of keeping those special memories. Please email the details to ATTCustomerCare@***.com with your mobile and contact number.

I'm in the office 7:30 am – 4:00 pm CST Monday - Friday and will be happy to try to help. Phillisa, AT&T Social Media Manager

Guest

Call apple again and ask about The version of IOS you updated to. If they ask you to call AT&T, tell them that AT&T told you to call them. I have an iPod touch and never hade problems with IOS

John N Mzy

This is why we back up all data before performing any updates, maintenance, etc. on software-based machines---including mobiles.

Now you know. Good luck retrieving the photos, but somehow, I doubt you will ever see them again. I always transfer photos to a portable hard drive, memory stick, etc.

on a regular basis and whenever I update anything, even my computer with windows update, etc. If things can go wrong, they do so "better safe than sorry." This observation won't make the photos come back, but we have all been caught short on this situation at least once in our technology-based lives.

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Anonymous
map-marker Geneva, Illinois

Cell phone costs lots of money! All for $95.70

I have had a Pantech Renue since my birthday, well here's my story. My father just recently purchased me a AT&T Pantech Renue, I hate my phone so much I like to smash it. Well that would be bad! My phone cost $50.00 to buy. When we pay our bill, the next day, $95.70, this is ***. It should only be at least $4 or $5, not $95.70. Shame on AT&T. Well when I get a iPhone, I am done with this phone cuz it just sucks. I don't want to be a *** who needs a phone for a 80-year old.
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Loss:
$96
Anonymous
map-marker Elmhurst, Illinois

WORST CUSTOMER SERVICE...I WAS HUNG UP ON!!!

I AM BEYOND UPSET RIGHT NOW. FIRST OFF ALL I DID WAS MOVE AND TRANSFER MY DSL FROM ONE HOME TO THE NEXT. IN THIS TIME I HAD TO SET UP THE TRANSFERRED SERVICE MYSELF, WHICH I WAS TOLD WAS EASY, JUST PLUG IN ALL YOUR EQUIPMENT AND THERE IT IS....WRONG!!! AFTER DAYS AND HOURS OF CALLS, IT FINALLY WORKS. THE FIRST PERSON DISCONNECTED ME, NEVER CALLED BACK EVEN THOUGH THEY SAY THEY WILL AND TAKE A NUMBER. THE SECOND ONE COULD NOT FIGURE OUT WHY THE INTERNET LIGHT WOULD NOT GO ON, AND WHY IT SAID PENDING. AFTER 2 HOURS OF TRYING TO PUT IN CODES SHE FINALLY JUST DECIDED TO SEND A TECH....OK FINE!! ITS WORKING. NOW I GET A BILL....NOT THE SAME PRICE AS THE SERVICE I TRANSFERED OVER!!! WHY?? THEY RAISE THE PRICE FOR A TRANSFERED ACCOUNT, SO LETS CALL. I DID AT 3PM TODAY AND ITS NOW 535PM, I WAS TRANSFERED TO THE WRONG PERSON TWICE AND DISCONNECTED ONCE. NOW SHE DID CALL BACK BUT BECAUSE SHE WAS TECH DEPARTMENT, SHE COULD NOT HELP ME. SHE TRANSFERS ME TO THE BILLING CENTER AND THIS MAN SAYS THE ONLY WAY HE CAN GET ME A BETTER PRICE IS IF I GET UVERSE??? ARE YOU KIDDING ME, I TRANSFERED AN ACCOUNT, WHY DOES THE PRICE CHANGE? AND HONESTLY IF I CANNOT GET THROUGH FOR INTERNET, WHAT MAKES ME WANT UVERSE, SO I CAN GET HORRIBLE CUSTOMER SERVICE FOR THAT TOO. SO HE DECIDES TO YELL AT ME AND TELLS ME THERE AINT NOTHING I CAN DO FOR YOU UNLESS YOU ORDER UVERSE. I THEN ASK WHY I HAVE TO DO ANYTHING IF I ALREADY HAD THIS PRICE? HE TELLS ME THAT IS A PROBLEM HE CANT FIX, WHILE TALKING OVER ME IN A RAISED VOICE. I ASK HIM TO NOT RAISE HIS VOICE AND TALK TO ME AS IF I AM A CUSTOMER, WHICH I HAVE BEEN FOR YEARS NOW, AND BRING HIS VOICE DOWN. WHICH IN TURN HE HANGS UP ON ME. ARE YOU KIDDING ME...AFTER ALL THIS NOW THE PLACE IS CLOSED AND I HAVE TO CALL TOMORROW. ARENT THESE PHONE CALLS RECORDED, OR IS THAT ONLY FOR THEM TO USE AGAINST THE CUSTOMER, NOT THE "EMPLOYEE"!!! I AM SO UPSET I AM CANCELLING AND WILL PAY ANYTHING TO GET GREAT CUSTOMER SERVICE FROM COMCAST, ATT HAS HAD THE LAST OF MY MONEY FOR NOTHING
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Anonymous
map-marker Manhattan, Kansas

AT&T 4 days without service - abuse of their customers

Called late Friday - never get to a person - it will be 4 days before they get to it - this is a recurring problem - this is why people are dumping their landlines Clearly horrible - think of all the old people ? So what chance do you have - dump AT&T that is for sure - I was looking at them for cell but not now - I always get a human on the phone with Verizon - maybe I should be happy - while this wont kill us we had a number of important things going this weekend - how do you plan to have your phone go out for 4 days
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Anonymous
map-marker Bloomington, Indiana

Cell phone service cancelled erroneously, almost killed us

When we switched banks we gave the new acct number to AT&T but they went ahead and billed the old bank; then submitted a new bill to the new bank but with the WRONG number. They notified me that the bill was paid, we went on vacation, and they promptly cancelled our cell phone service on the trip without notification. I quickly paid what they claimed I owed and they promised to reinstate service in 30 minutes; it was 3 days until I could call to reinstate service. In the meantime we had run out of gas, couldn't call for help, it was 94 degrees on the interstate and my 91 year old mother almost died. They are the WORST cell phone service I've ever had.
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Anonymous
map-marker Knoxville, Tennessee

Billing and Customer Service

I ordered a bundle pkg through ATT and was hooked up with U-Verse on 4/29/13. I was told I would recieve one bill for 81.00 and some odd cents. Revieved my first bill for 225.00. Called and that was straighted out. Then my next bill was 120.00 which I recieve about a 2 wks later. I called about that and was told my bill was only 69.00. I paid that on 5.20.13. It cleared my bank on 5.28.13 which was never accredited to my account. They even shut my phone off. I got a copy of this transaction through my bank with a tracing number. When I called about that, the rep in customer service started screaming at me. Asked for a manager and gave her the trace number. It is now 6/14/13 and they STILL say I owe this bill of 69.00. In the meantime, I am recieving bills from Direct TV who claim they never got a bundle pkg order from ATT. Now today, I find out that this order was never pocess but yet I am paying these bills to direct tv who keep uping my bill each month. They tell me to call ATT of which I have called over 13 times concerning my bill and customer service. I was also told that 100.00 visa was going to be mailed out to me on 5/29/13 and another one at the end of June for 50.00 I have not recieved any of them. Every time I call ATT concerning this, not one person has the same information on their screens. No body knows where this money went to even though it has cleared my bank. Customer Service and Billing do not know what they are doing. The service with ATT has been nothing but a problem from day one. I want results. I have filed a complaint with the TN BBB as well.
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Aprille Jie
map-marker Los Angeles, California

Individuals are treated as trash!

Follow us on Twitter: @DoNotIgnoreUs Have you canceled your U-Verse TV because you had terrible service and about to cancel your internet service for the same reason? Did they tell you the loop length was too long and that they would have to install an INED? Did they tell you the problem was because your community wouldn't allow the main box to be located any closer or was it a church, school, gas station or some other idiotic reason? Did they ever install an INED? (I actually did get to see one locked in the back of an AT&T U-Verse Truck but it wasn't for my location and that was in July of 2012). It is now March 21st of 2013 and I was told on March 15th, 2013, that the person I was talking to was the person who would resolve my issue and that an INED would be installed between 9am and 11am Monday March 18th (my birthday)! I was amazed when an AT&T/U-Verse Tech was at my front door at 11:05am WOW bout knocked my socks off! The order he had was to swap out the modem, not to install an INED! Guess you don't even need a GED to work for AT&T! I spent over 2 hours on the phone for an incorrect order? Really? I waited with the tech for over 2 hours while he made sure the correct order was placed and assured me that it would be done the same day. Never happened! The tech didn't call until Tuesday March 19th and I told him that nothing was done. He assured me that he would "Get It Done" as it was a slow day and he was sure his manager could get someone to install the INED. Never happened! I called Wednesday, March 21st and was told by a "manager" that the INED was scheduled to be installed today, March 21st, between the hours of 9am and 11am and that if I attempted to get it installed any sooner that the scheduled appointment would be canceled. I was threatened by a supervisor representing AT&T! Today, March 21st, I waited until shortly before 5pm to call to find out what happened to the scheduled appointment. This happened to me so don't that you are alone in being treated like you're trash! YOU AREN'T CRAZY & YOU AREN'T ALONE! As one voice they can treat you however they want, follow on Twitter @DoNotIgnoreUs (CanYouHearMeNow.co) and magnify your voice by hundreds of other people with the same issues! I was told that the last scheduled appointment was for "MARCH 19th" and that it was canceled because the tech was denied entrance. This is how the threatened cancellation of the scheduled March 21st installation was accomplished and covered up, they removed it from the system and substituted an earlier date and LIED. I live in a gated community and they call all the phone numbers they have on file until they reach someone. . . Yes they also call our cell phones. AT&T/U-Verse never requested access for our address! Let me know your story so that I can share it on my website "CanYouHearMeNow.co" once we go live. This applies to ALL the services AT&T fails to provide their customers! Now my INED has been scheduled to be installed on Friday, March 22nd between 11am and 2pm by an escalation supervisor who has promised to call me to make sure the installation is being done. . . We'll see and I'll let you know here and everywhere I've posted this topic. Thank you for considering my offering.
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Loss:
$5000
Anonymous

AT&T wireless 'service"

Despite the New York Times (06/16/13) article discussing wireless carriers providing - at no cost - personal mini cell towers to customers with poor to nonexistent residential reception and who complain to them about this, AT&T obviously lied to the reporter. I pay for four cell phone lines, and add-on niceties, and have been a customer of AT&T and its predecessors - Cingular, Comcast Metrophone, etc. - since shortly after the introduction of these devices. I have repeatedly asked/begged AT&T to provide one of their in-home mini cell towers (femtocell aka AT&T MicroCell) for our son who lives in Manhattan. AT&T repeatedly informs me that there would be a $200 or $250 charge for such a unit and that this would be reduced to $100 by extending one's contract but that they NEVER provide these units FREE. Well, almost two years ago, they did provide me one at no cost for our home, no questions asked. I have been paying for four iPhones with bells-and-whistles service. I have several times reminded AT&T that these four Apple 4S iPhones are no longer under contract and told them that, if they do not provide a FREE MicroCell to our son, when the iPhone 5S is released in the Fall we will switch to another carrier and that I would post this on Facebook, Twitter, etc. They basically told me to drop dead and had no interest in retaining our four accounts!
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2 comments
Guest

Yes because threatening a company is always a good way to get what you want.

Guest

ATT wireless & their billing service/capbilites is terrible - Att told me to write a letter, they were afaid to give out the complaint phone number this site provided - I will never buy anything from att and i will bad mouth forever !

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Anonymous
map-marker Broadview Heights, Ohio

AT&T uverse price increased after installation

When I originally scheduled service for cable and Internet I was quoted a price of $75/month. After everything was installed I was told it was going to be $110/month. Only option was to ship equipment back to them. When asked if I received confirmation email, I replied that I did not. She asked if I had an AT&T account email, which I do not. I feel the original representative I spoke with lied to me, possibly for commission on the sale and then entered a fictitious email on the account. I then contacted them and was transferred about five times before someone would actually help. They still did not honor my quoted price, but gave a little compensation. Now the bill is around $100/month.
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Jerick Nep
map-marker Fort Worth, Texas

Did not know I authorized a new contract

Called AT&T U Verse in January to reduce my bill from about 150.00 per month to save money. Told the rep I was remodeling and about to sell my house come summer, 5 or 6 months. She said I had been a great customer for 4 years so she was going to give me a special deal. I called them back in May because my bill had crept back up to 114.00 from 90.00 and found out the lady in January had signed me up for a 12 month contract even though I was moving this summer. Person now told me I would have to pay an early termination fee of 165.00 if I did not honor my 12 month contract. I asked for proof I had made a verbal contract and given my consent and was transferred to a supervisor. He told me there was not any way to provide me proof, but I still had to pay the 165.00 early termination fee. I now have my new place for July, but I cannot see why I should continue to give them my business, I guess I am going back to Time Warner. Quite a scam they have going on there.
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Loss:
$165
Anonymous
map-marker Upper Sandusky, Ohio

Quickly-Expiring Rebate: New scam?

I subscribed to AT&T U-verse Internet service in part on the basis of the promise of a $100 equipment rebate. To be fair, they did send the rebate claim instructions very quickly -- in fact, before I even got my second bill. With rebates often taking 8-10 weeks to arrive, I wasn't expecting this! And that was the problem: those instructions gave me about 2 weeks to log on to claim the rebate. By the time I got to it, I was told that the rebate had expired and could not be reinstated. I suspect there's some smug marketing genius at AT&T patting himself on the back for this "expire-before-they-know-it" rebate scheme. Disappointing and destructive scam for a company that spent decades trying to build a good reputation, only to have its current management destroy that in just a few years.
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Loss:
$100
Anonymous
map-marker Springfield, Missouri

Take action - FCC & Public Utilities Commission

Remember to file complaints! The Federal Communications Commission and Public Utilities Commission of your state can help! AT&T screws up something big almost yearly. We're stuck because they are the only provider in our town. Everything from being too lazy to get a service tech out to pick up their telephone line that had fallen across our driveway to disconnecting our service 1 1/2 weeks before the scheduled date! They have horrible phone systems that will not allow you to reach a real person, or, if you are lucky enough to navigate the maze you get someone who can't speak or understand English. File complaints EVERY SINGLE TIME. It's the only way to get something done.
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