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We have been with AT&T for over 9 years. This year we added DirecTV, wireless home phone, home internet, and have 7 lines with them with an unlimited data plan.

Soon after, we combined bills and it became AT&T Uverse. I downloaded the new Uverse App, since the AT&T mobile one no longer worked, with everything getting bundled as Uverse. Every month for the last 9 years we make a payment arrangement and pay the bill as soon as social security comes in at the end of the month. They get about $700/mo from us, so they make a lot of money off our account.

This month I opened the Uverse app for the first time over the 4th of July holiday, and scheduled the usual payment arrangement. Today, 10 days later, our data did not work. So I called in to see if there was an outage. The woman informed me that my account had been suspended due to "non-payment".

I told her that, then, we needed to verbally set up the payment arrangement by phone. She repeated company "policy" over and over again, about "it is suspended so we can not do a payment arrangement." I asked for her supervisor, and was transferred. The woman was inflexible, rigid, and would not hear reason. She had the gall to insist that I never made a payment arrangement with the Uverse app.

Basically, she asserted that I was making it up. She said I could get her a copy of the text message of email they sent after I made the payment arrangement on the app, to prove it. I told her that I was driving and headed to work (on car speakerphone) and had no idea what she was talking about, and that it would be hard for me to research that right away. I did not remember getting anything (we were in Canada for the 4th holiday).

The conversation went in circles, and we got nowhere. I was so upset that I missed the exit for work. After 20 minutes with her repeating "company policy" I'd had enough. We always stayed with AT&T because they were so friendly, helpful, real human beings.

Customer service was highly competent. In the last year they seemed to hire lower grade employees for tech support, but we stayed on. Also, the local retail store seemed to be understaffed and we had to schedule appointments for everything in the last year. Also, calls to customer service were increasingly automated, and always routed us to the wrong department, often with no way to speak to a human being, with a recorded info-message.

Still we stayed. Then this morning it all exploded. I'd had enough. I told her to cancel everything.

Just cancel it all. So they did. We will never go back after being treated like that.

It was very upsetting and distressful. Now we are looking at downgrading, simplifying, maybe using Sprint.

Reason of review: Poor customer service.

Monetary Loss: $700.

Preferred solution: Let the company propose a solution.

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