Saint Louis, Missouri
2K views
Not resolved
12 comments

Update by user Nov 12, 2012

I am cancelling my service tomorrow...I don\'t have time to waste dealing with customer service mistakes or issues every week...

Original review posted by user Nov 12, 2012

Here is a copy of my story as written in a letter to the vice president of AT&T:I am writing this letter because yesterday I had the worst day because of AT&T. I wanted to let you now what happened because at this point it doesn't seem like anyone in your company really cares about the customer. Our service was disconnected at 8am yesterday morning for "alleged" non-payment of our bill. I called technical support when this happened and they never told me why the service was not working. They sent out a tech to our house because they were unable to get the service working again. After several hours trying to get the service working to no avail he called his supervisor and that was when he found out our service was disconnected. By then it was 1130am. He gave me a number to call to straighten this out. I called the number to accounts payable that he gave me. The woman who answered was the nastiest person I dealt with all day. She would not tell me anything because I was not the name listed on the account. She would only tell me that if I wanted to make a payment I could but she would not tell me how much was owed. At thas point I thought my significant other had not paid the bill because I went upstairs and found a disconnect notice. I went ahead and paid that amount which was 190.34 so that I could get the service restarted. I asked her how long before the service would be restarted she said that she was unable to give me any info she could only take my money. She started being so condescending at this point that I started to get really upset. She said she could transfer me to "billing" who could give me more info about the service being turned back on They told me they couldn't give me an exact time but usually between 1-3 hours. At this point I was also really upset with my boyfriend because I thought he hadn't paid the bill. I work at home and make $48.00 per hour and I lost my whole day of work yesterday because of this. I normally work 14-16 hours per day between my jobs. We got into a fight because of this because he knows my livelihood depends on the internet. At around 3pm I called back and that is when I found out that the bill was not truly past due it was a mistake by your billing department. We moved on 9/7/12 from 12536 postgrove dr to 12500 postgrove dr this is when the problems began. Clifford called to have the service transferred to the new address when we moved. It was supposed to be transferred on 9/7 and the old address turned off on the same day. Yesterday I found out that we were being charged since 9/7 for service at 2 apartments. The old account was never closed. All of the payments that had been made were being applied to the old address. We never knew they hadn't closed the old account. When he called about the disconnect notice and looked it up on online it showed our account had no balance. We found out the account was never transferred. A new account had been created so there were 2 accounts open. The lady I talked to had to credit all of the charges at the old address and her supervisor was going to move all of the payments to our new account and then close the old account. The 190.34 I had paid earlier in the day was not owed but I was told they could not return my money only credit it to our next bill. Our service was never restored yesterday. I called back numerous times and kept getting different answers as to when and why it wasn't restored. I was told the service would be turned back on anywhere from 1 hour to 3 days. Today the service is still off and I am still getting treated badly by your employees for a "big" mistake your billing department made. This is unacceptable. I can not be without service because of my work. Somebody needs to be held accountable and fix this but so far I have not talked to anybody who knows what to do. Your attention to this matter is greatly appreciated.

I got immediate responses from the corporate office when this happened on 10/22 but the issues have not ended...customer service is the worst they hang up on you or transfer if they don't want to deal with you...they also give you fake names like Star and Heart...I still keep being told we have a past due balance so I have saved all the corporate emails and contacts because you can't get anything resolved with their customer service...they make a bigger mess...when I called today trying to get another jack installed on my 3rd floor...I was told my account has a past due balance again and so they could not add any services....this never ends.....somebody should do a class action lawsuit

Product or Service Mentioned: Att Service Transfer.

Monetary Loss: $1000.

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Eoghan
#893750

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Anonymous
#834741

You say someone should do a class action lawsuit. You should since you mentioned it.

But I called to do payment arrangement and they said payment must be receive by the 4th but when I just looked online they put payment arrangement on the first. I was at work and didn't get off till stores were already closed so I live chatted with a gentleman who reassured me services would not be disconnected but they were. I was told by a previous worker that state law says they cannot disconnect until they send you a notice but they still do. As far as not giving you info.

That is bs. They will gladly take your money though

Eoghan
#893751
@Ericka

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Loletha
#767304

I agree - there should be a class action suit against AT&T for a variety of reasons, breach of contract, false advertisement, the FCC should be made aware, etc.

Eoghan
#893752
@Loletha

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Anonymous
#729541

I am pretty upset with AT&T as well! They are truly the worst!

Eoghan
#893753
@Maribel

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Anonymous
#594606

All,

I so enjoyed reading the many posting here as it made clear to me, that I'm not alone. AT&T needs to be sued.

We the consumers need someone to to help us file suit. AT&T.., those fricking people (yes, not the just the company.., there are real people getting dressed in the AM and going to work every day with the missione of lying like *** to the consumer OR lying by ommission. They blantantly exercise fraudulaent convalence. The sell you the Mazda only for you to open the door and find the inside is a Pinto.

I'm paying the same amount of money for the same service as friend mine (Uverse Triple Play), but he gets the 18Meg internet he's paying for EVEN IF HE IS WATCHING A HIGH DEF CHANNEL. But in my case, I can only get 17 meg.. if all 4 receivers are not tuned to a HD channel. For every receiver on tuned to a HD channel, my internet drops by 6meg.

WOW.. had they told me I can only get 18meg as long as I dont use the HD receivers for HD.., I MAY HAVE MADE A DIFFERENT DECISION.

Anonymous
#597137
@FrickingHateATTUVERSE

Ya I feel like this about ATT :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :(

They just are horrible

Eoghan
#893755
@Annonymous

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Eoghan
#893754
@FrickingHateATTUVERSE

File a complaint with the FCC, FTC, CPUC, PUC & The Department of Justice/Attorney General's Office. You can also view my post on this site called "Held Hostage" AT&T Uverse DSL & the clip on You Tube link http://youtu.be/Svi3qeyqFgw

Anonymous
#1101448
@FrickingHateATTUVERSE

if one percent of att's angry customers stop the first tech they see on the side of the road and give 5 minutes hassle, an in house emergency at att will occur, then they will stop treating us like they pulled us off a dogs balls!

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