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.