I have not been given credit for bill paid and my uverse bill is NOT the price I was quoted. I have been lied to and cannot even call long distance from my house at the moment! A recording tells me to try again later!!!
Well, the story begins with my wife nightmare. She asked for a service move to our new place and they canceled her account and send her to collection for $100 that we never owed. They accepted the mistake multiple conversation but never fixed.
Then I open my account in 2014 and I renegotiated my renewal, they offered me $40/12mb. But I was charged $50 for the same. With multiple calls with hours of transferring from one desk to another and explaining the same thing over and again, no one helped. Then I reached out to twitter for help and they responded immediately only to be hearing the Manager of Social Media to change her offer in 5min and offered no help at all.
I call this abuse and this caused trauma for my wife they way they "played with her mind". To be honest, I am on the verge of a breakdown with their game as well. I never know in such a corporate place, they can hang up your call or transfer you without giving any background. This is my worst customer experience and I am horrified with the prospect of them having a exclusive monopoly in this business.
Lastly, I have no idea how Revdex.com rate them as A+ while 93% says they have negative experience. Where will we go if everyone is up for sale...
Spent over an hour on the chat feature, asking a simple question about a bill. They continued to tell me I was in the wrong 'department', shuffled me around and then ended the chat. Calling is not much better. They have the WORST customer service.
I had digital life installed including thermostat. The thermostat was incompatible to my system according to att tech. Att sent hvac who said thermostat kicked out compressor and said itll take a week to fix (without any calls or verification). I was out of air in TExas summer 2016 for 6 days and no follow up by att. Called executive complaints and they didnt call bqck. Lied and said he did. Eventually, att kept saying that hvac said one thing; all things I hadnt heard from the hvac guy. My hair is holding at 75-77 still after they "resolved att issue." They broke it but wont fix
It. There's a lot more to the story.
Poor customer service, poor follow up, blamed the customer for their problems, uncertified and untrained people installing digital life, poor record keeping, broken promises, lies, refusal to direct complaints to supervisor, transferred from department to department. Absolutely the worst company. I have directv, internet, digital life. Ive had cell phone service and uverse too. Im a customer of 13 years. It seems they outsource digital life so it is a backburner service.
Im thinking Revdex.com must be paid to write A+ review when 90% of customer reviews of ATT are horrible.
I would only use their service if there were no other options in my area. I would let my house be unsecure than use digital life.
A person came to the door of our apartment and said that AT&T Fiber was available in our complex in Lake Wylie. I called AT&T and they said "yes Fiber is available. I repeatedly asked them if they were sure it was the new ultra fast Fiber and they kept saying yes so I set up a date for the install. I made another call the weekend before just to double check and make sure that it was indeed the new Fiber that I would be getting. The date of the install, the technician informed that it was NOT Fiber, but regular copper line High Speed internet. AT&T has done nothing but said "sorry but that's the fastest that we have in your area". They sold me services on false pretenses.
I honestly do not know even where to start with my frustration with this company!
We got service a little over a year ago with AT&T and the problems began immediately. We had to call and adjust our bill because they added charges that they themselves communicated were wrong. We had also been asking over five times for them to come and bury the pedestal outside which has not been done.
This past week we got our AT&T bill in our churches head over doubled! I called the office this past Friday to get an understanding of what had happened. When I called, I tried to talk with the finance department which I was transferred to and they drop my call. I called back a second time and when they transferred me again my call dropped again. This repeated four times and then I was able to talk with a man named Edgar. He told me that I was out of contract. He could only help me with my bill if I renewed my contract. I did not want to renew my contract and so he told me that he was unwilling to help me. I asked to be transferred to somebody who can make a difference in my bill and so I was transferred to a lady named Melody. This is where I feel like things got really bad. The tone of melody, the attitude of Melody, and Melody's unwillingness to even try to work with me was unbelievable. I asked to speak to a supervisor and she told me that supervisors in her company don't talk to people because they're in meetings all day. I told her that I would wait on the phone until somebody was out of their meeting to talk to. She told me that that would be 3 to 4 hours. I was so frustrated that I was willing to wait. I could tell that Melody was frustrated that I was not getting off the phone. I told her that I was not going to get off the phone until I talked to a supervisor. She says I've done everything I can help you with and I said I was not going to hang up until I talk to somebody. She said let me transfer you to a senior account specialist. The problem with that is that's the same thing that Melody was- senior account specialist. When she transferred me, I could barely hear the woman's voice and she said that we are sorry but the system is down and please to call back in two hours. I told this lady that I would like to speak to a supervisor. She also told me that I could not speak to a supervisor but that I could get a manager to give me a call back. I left my phone number and name and I was promised that somebody would call me back by the end of the day. It's now two days later and my bill is due today and nobody has called me back.
Here's how this makes me feel... AT&T is only willing to help resolve problems if a customer is going to stay with their company or show them the best interest. I thought companies were supposed to biopsy it way that they were supposed to help the customer and care for the customer and then the coustomer would desire to sign. Instead what I found out through AT&T is that they don't care about people who have been loyal even with frustrations for over a year. We were actually considering renewing our contract but after all of these complications and lack of care we are absolutely changing companies. I've never seen a business model this bad.
I've been attempting to get at&t uverse for a month. I ordered their service on 9/21/2015, the tech didn't show on 9/24/2015. When I contacted support, I was repeatedly hung up (over 15 times) while on the phone for over 3 hours. Finally scheduled for 10/3/2015, to have the technician not show AGAIN. I contact customer service and during a conversation lasting over 1.5 hours, only to be forced to wait another 2 weeks for a tech to dispatch to my home. Each representative was extremely rude, including the managers I've spoke with. I would not recommend this service to anyone if they have the choice. I've had service with twc and never received such bad service on all fronts. AT&T does not care about you as a customer, nor do they attempt to remedy any situation whatsoever. Hands down the most horrible experience I've ever had with a company.
In October, my fiancé and I decided we would make the switch to AT&T because we are Direct TV customers and at the time, there was a promotion to switch and get unlimited, talk text and data for all Direct TV account holders.
We went to the AT&T store located at 3655 W. Anthem Way, Anthem AZ to make the switch from Sprint.
The gentlemen who signed us up (Edward) said several times that our Sprint early termination fees and the rest of the lease on our cell phones would be paid off. The Switcher credit specifies that each line that is switched receives up to $650 per line. We had paid off more than half our phones at this point.
We ordered the new IPhones (mine took a week, my fiancés took about a month to get in).
When I received my phone in the mail I went into the store to have them set it up and port my number over. Edward was there again, so I thought perfect work with the same guy who signed us up. That's when the issues arose. While setting up the phone, Edward informed me that we would be receiving two visas for the amount to pay off our Sprint bill and the rest would be given to us in credit to purchase something within the AT&T store. We were not informed of any in store credit and therefore I wanted all the money to be on the gift cards to pay off Sprint as promised when we signed up. I was advised to call a third party, Young America, where the gift cards are distributed from and they would be able to better assist. Luckily (or so I thought), the regional manager (Brock) was inside the store that night. He advised me that the credit can be transferred to a gift card per my wish, but he didn't have any in store. I requested that he call corporate and Young America while I was in store that night to get it handled. Unfortunately, Young America closes at 4pm EST and therefore I would have to call the next day.
I asked that Edward text me the following morning with the total amount I would need to request from Young America. He never did. I then called into the store a few days later to get the information I needed. He then said he didn't know it.
Frustrated at this point I personally called Sprint and AT&T to find out an amount. Then my fiancés IPhone finally came in. We went into the same store to have them set up the phone and to receive clarification as to what was going on with out bill. Just as before, we received no help from Edward (he was in the store again) or AT&T. We left frustrated and unsure of what we were to do.
Yesterday (12/20/2016) we received a notice from Sprint specifying our early termination fees and rest of the amount for our 2 phones. It came to $771.06. We also received one of the two gift cards from AT&T. It was loaded with ONLY $159.00. Dumbfounded, we called into AT&T looking for answers. We were on the phone with them from 4:30pm-10:36pm, we were transferred multiple times to customer care, loyalty support, and again Young America to find out the only thing we could do was go back into the store we signed up at and get a gift card from them for the remaining amount.
Tonight we went into the same AT&T store to get this handled hopefully once and for all. There was an associate in the store we spoke to first and explained our situation to and he didn't understand how we only received $159.00. Then Edward came up from the back. He pulled our final Sprint bill up from his email and printed it off. It showed that they were suppose to pay a grand total of $771.06. As Edward was reviewing the bill, his associate had a question and kindly said I have a. Mid sentence Edward aggressively looked up, glared at him and condescendingly said "Don't interrupt me. " The associate, mind you he has only been working there for one month, looked at me shocked and appalled. Edward then tried to justify the $159.00 visa and said he only owed us an additional $127.00. My fiancé then pointed to the numbers and specified, "these are the portions AT&T needs to pay. The early termination fees and the rest of the lease on our phones which adds up to $771.06."
Edward from there blew up. He proceeded to stand up and say, "this is all I am offering you." Jeffrey said "no that does not add up." Edward aggressively stated "yes it does and if you guys cant agree to this then you need to leave MY STORE!" At this point, my fiancé called AT&T customer care because we were told to do so the night before if there was an issue. We also asked Edward if we could speak to or receive Brock, the regional manager's, telephone number. Edward refused and said "No!" Edward then shoved the papers at my fiancé and again aggressively said "you need to leave." We refused to and Edward continued to try to push the papers into my fiancés hands. When my fiancé refused, he turned to me. He took the papered and thrusted them into my chest and abdominal area saying " you need to LEAVE MY STORE!"
Again, we only went in tonight to figure out our bill. We did not cuss, yell, or make a pass at him.
I called in to get a new phone. During the conversation the employee had told me that I could get a buy one get one free on a new phone. I told them that I would like that deal. They then told me that I could go to the store and receive the deal. I drove 45 minutes to the store and it was not honored. I then called in and confirmed with them that the conversation we had was reported to me correctly. They confirmed that the associate had told me that but that the deal was not correct. They then attempted to offer me other deals that would cost more and add a monthly fee on top of what I would pay up front.
The irony that AT&T is attempting to improve their infrastructure in the DFW area (TX, USA), with their GigaPower, is quite ironic. Here, I sit in Ovilla, a suburb about 20 minutes from the heart of Dallas, and I have "speeds" of 21/1.5 (download/upload). With 1.5 upload, it is nearly impossible to live stream. Really, the tease of "1Gbps" for downloads is just appalling at this point.
I guess I would need to throw shade on the FCC and zoning, given it allows companies like AT&T to sink their claws into metro areas - barring decent competition and better speeds. SMH...
I've been with AT&T for almost 3 years. I've never not paid my bill, I've been a good and loyal customer. I upgraded my phone this past May and the woman who I dealt with while upgrading basically lied to me exactly 4 times during our conversation. I'd lost my job, I was due for an upgrade at no cost so I decided to upgrade. I explained to this woman that I'd lost my job and if I couldn't keep my monthly bill in the same area that it was then I didn't want to upgrade. She assured me FOUR TIMES - FOUR DIFFERENT TIMES - that my bill would not be that much different and suggested a phone. I followed her suggestions and ordered the phone. About 2 weeks after getting the phone I get a bill that was $60 MORE than what I'd been paying. After thinking about it I decided to keep the phone. I notified [redacted] that I was keeping the phone. I notified them more than once and each time was told it was fine, it'd be on a monthly payment plan, etc. Then I get a text and an email saying I owed $500 and would lose my service if it wasn't paid immediately. I chatted with someone on their chat help line and was told by this man that everything on my account was "fine" and that he'd made "all the necessary changes" so that this huge amount would be back on the monthly plan. I kept the transcripts of this chat. A day or so later I get another text with the same message - pay $500 or lose my service. I called AT&T at 10 am that morning. I did not get off the phone until 4:30 that afternoon. Everyone I spoke with gave me different details but everyone ended by saying there was nothing I could do, it was a "valid charge" and I had to pay the $500. I explained what had happened, what I'd been told to do, and that I'd lost my job and needed my cell phone service because I have a terminally ill parent. I did NOT have $500 to spend. They did not care. One person passed me on to another, then to another, then to another - I was told there was nothing that AT&T would do to help me, then I was told to sign back into the chat session because they "have the records" and I was told that THEY would be able to fix this. Of course back on the chat line I was told they would do NOTHING about this, and a so-called "manager" actually told me that I should have known I was being given the wrong information when everyone was telling me my account was fixed and I'd be paying on the monthly schedule. I SHOULD HAVE KNOWN THEY WERE GIVING ME FALSE INFORMATION. He actually told me this - I have those chat transcripts also. I was also told that AT&T does not monitor anything that goes on on their chat lines, they have no records, they are separated from the chat line. Of course this was a lie - and I was told later by ANOTHER employee that I'd been lied to about that, that AT&T does have control over the chat line, they do have records, and they can access those records. I finally ended up scheduling to pay that $500 in 2 payments and it just made me sick to my stomach. I don't have a steady job right now, I'm paying all of my mom's bills right now, I'd had some unexpected medical costs hit me at that same time, PLUS it's this close to Christmas. The money I thought I had to spend on my kids for Christmas went instead to AT&T.Even though I set up the scheduled payment and gave my bank info, a few weeks later I get another threatening email saying I'd "missed" a scheduled payment and they shut off my cell phone service. I only knew they had done this because my son was trying to reach me on a Sunday evening and couldn't. My service was shut off. So that following Monday again I'm back on the phone, and this time was told that I was NOT to have the payments taken out of my account automatically, even though the woman who set up the plan told me the payments WOULD BE taken out automatically. So I had to set up ANOTHER payment plan. They've now taken over $500 from me, and when I logged on tonight to check my balance I see ANOTHER "past due" notice and a demand for $180.00 instead of the monthly amount I was told ORIGINALLY, BACK IN MAY, I'd be paying. I also was told there is no one at AT&T who would be interested in the chat transcripts I had saved - they wouldn't even give me the name or contact info of ANYONE I could send them to. Why the [redacted] do they have the option to save transcripts if those transcripts cannot be used in case of a dispute? Do they think they're interesting reading or something??
To make it even worse, the phone SUCKS.
I hate this company now. I tell everyone what they've done to me, and I will never refer anyone to AT&T unless they're someone I dislike. I have sent a complaint but they never responded. The employee who told me I'd been lied to about the chat line gave me a corporate address to contact, which I'm in the process of doing. I'm also going to the Revdex.com and actually any other site I can find to post a complaint and this story I will use. I want nothing more to do with AT&T and am looking now for another cell phone company to go to. I frankly do not care if AT&T tells me I cant leave, that I am under contract. All they've done is lie to me, mislead me, and take my money.
And my son found on the internet info about a huge lawsuit they just recently lost for doing similar things to customers. They LOST that lawsuit. You'd think they'd be wanting to be pretty careful to NOT do the same [redacted] to customers again but there you have it....and reading thru these other complaints I see this is not an aberration - this is par for the course for AT&T. Obviously they treat all of their customers like this. When I mention to anyone who my cell service is thru I get the exact same reaction every time: "Oh I HATE AT&T, you need to dump them" and "I've had the exact same problems with AT&T" and "AT&T is well known for screwing their customers" and etc and etc.
I just want out and I want to NEVER have to deal with these clueless, ignorant AT&T employees again.
Very sad that we do not have very many choices as far as phone companies or Internet providers and they are allowed to treat customers horribly I cannot have my number ported from another company to AT&T without paying for another month and a half of service they should've done their job in the beginning the young lady took my order couldn't even take an email address instead she wrote [email protected] worst ever company
I have been an at&t customer for over 20 years and as of lately (5 yrs) my experience has been hair raising!!! 8/2/16 I called at&t because of robo calls stating that I owe 89.00. I have ALWAYS PAID my bill and TIMELY please check my records. Yesterday I spoke with 4 agents and neither could help me. I was transferred repeatedly incorrectly to agents that could not assist me. I changed my phone service to Plan Old Telephone Service at the beginning of the year 2016 and as of this day, I have not received a correct bill amount. I have had to continuously call at&t each month for my correct billing payment amount. This is very frustrating. I have spoken with supervisors and they have assure me my bill would be correct only to find that once I received my bill its not accurate. Please listen to the history of my calls, the proof is there. Yesterday I finally broke into tears, begging for someone to help me, only to be transferred to a number that was no longer in service. I am again begging for someone to look into my history and you will see the terrible experience I have endured. My current situation is this fee of 89.00 of which I do not understand because I paid what the supervisor asked me to submit. I do not understand, how is it that the agents talk a good game and convince you that your situation has been resolved only to receive the bill and it is still incorrect. It is like pulling hair to get to speak with a supervisor. I live in the US why am I speaking to agents in others countries to help me with my issues. They do not speak good English. When asked to speak with an American, you get disconnected or transferred again to someone who cannot help. This has been my experience for over the past years. Your company is to big for this type of customer service. Your buying up everyone, leaving us no choice but to come through you....AT LEAST YOU COULD MAKE SURE WE AS CUSTOMERS ARE HEARD AND GET THE SERVICE DESERVED. Again I beg of someone to just take a listen to my calls, I have worked in customer for over 10 years, I know how this thing works. I review our agents on everything and trust this type of service would not fly at our company. Contact Me Please.....901 789 1523 if no answer please leave me a number other than that 1 800 288 2020 so that I can speak with someone who cares. PLEASE PLEASE PLEASE PLEASE....Someone NEEDS to hear me I am 1 OF YOUR LOYAL CUSTOMERS but I don't know how much more I can take.
I placed a $200 product on monthly payments for 12 months when I first signed up with ATT. I tried to pay it in full but was told it would just be added to my bills for 12 months. Later down the road I moved and had my services transferred to the new home. During this time, my last bill read two dollars and some change from a credit I had for paying more. The following months bill was paid in full and on time. Its important to note I have almost always had a credit on my account from over paying, or credits given.. I get a call today saying that I have been sent to collections for a unpaid bill. While not sure how this has happened,I give att a call. Come to learn, the canceled my old account, created a new account, and didn't move the balance for that $200 product to the new account. Instead they just let it sit and expected me to just know it still existed. Come late December I get a email saying I have an unpaid balance. I check, nope its at 0. So I ignore it like the email instructs. They ended up sending it to collections.. I called and they admit being wrong and didn't move the balance and understood how it went unnoticed, but argued that I should have checked the old account.... By the way, I cannot access a account that has been canceled, so no way for me to identify I had a balance, especially when the last bill was $2 and some change and my following bill was paid. They expected me to understand how their company operates behind the scenes, and that I should have known that they canceled a account, opened another one, and didn't join the two. At this time they are refusing to write a letter to collections saying the debit was paid in full and ATT was at fault for sending to collections, due to their negligence. They did offer a months free service, to that I declined. Its not about the money, its about my credit potentially being negatively impacted because of their lack of communication. Waiting for a "higher authority" to call and see if they can help because its getting "escalated". For those of you who move addresses, please inquire about future bills and if they will combined accounts or not. Also, when you call back and talk about an account, make sure you inquire about past accounts that were canceled. Not once did anyone feel it was important to mention I had a unpaid bill In the number of times I called.
Horrible customer service. Increases rates on [redacted] after 3 months of service and when I canceled they miss quoted the cancellation fee ($200 quoted and then charged $400) and then tacked the bill onto my Internet bill. Cant understand half of their representatives. I made payment arrangements and then the person I spoke with after those arrangements were made couldnt even figure them out.
I was hospitalized and out of work for a while. Tried to ask AT&T to work with me on my bill because of this. I had been a customer for over a year. Several phone conversations with them and lots of time being assured by all that I spoke with this shouldn't be a problem. Well by the 4th person she shut me down. So I told her I would be calling back to cancel my service, she said okay. So when I called back to cancel man on the phone said oh no mam, we want to keep your business. I told him I could not talk at this point, he said cImaginean I call you back to discuss? I said sure call me after 5:00. he said sure, I will do whatever it takes to keep your business. Guess what he never called. So today I called to make sure my service was cancelled as of 12/16/16, lady said no it was cancelled as of 12/20/16. Imagine that. So I asked lady on the phone how to return the equipment that I have. She said put it in a box and take it to the post office. I said where do I mail the equipment to? She said take it to post office. I said you obviously don't understand what I am asking you. I said lets start over. Can you send me a mailing label so that I can return your equipment, sure she says. REALLY.
On 10/28 I had called in to add 2 new lines of service to my account. First we were on the at&t app trying to do this via their chat with one of their representatives, the order would not populate to the representative gave us a phone # to call so we did. After being on hold over 30 min I finally was able to talk to someone. I was on the phone for over 1.5 hours once I finally was connected to a representative. We were able to set up 2 new lines with the new [redacted] and we added an [redacted] mini and were told both by the representative via chat and the one on the phone that after adding all this, our bill would only go up $80 per month. We had to pay 49.99 for the [redacted] plus the tax on the 2 new phones and they were also throwing in a case for the [redacted] This would all be priority shipped so we should have it by 10/31 or 11/1 at the latest. On 10/31 I go to track my order and I see that nothing is as we were told it would be, we were being charged for everything that we were told we wouldn't be charged for. Due to 10/31 being Halloween and having small kids, I was not able to call in until 11/1. When I called in, I was on hold for 15 minutes before I was connected to an actual person and then transferred twice where I had to explain the whole thing over and over again, the third time I was transferred I was in the middle of telling the representative what was going on and he put me on hold in the middle of talking with no explanation, then the hold recording stated they had longer than usual hold times and to please remain on the line...after being on the phone for over a total of 1hr15 min getting nowhere, I hung up while on hold and told my husband to call and deal with this issue tomorrow as I was done trying to talk to AT&T. 11-2 we received the iPad mini-no case (like we were promised and the guy on 10/31 got manager approval for). My husband called in at 1645. It's not 1840 and he is still on the phone and has been transferred over 5 times already and has to continuously repeat everything from the beginning for each new person that is supposed to "help". I just want to cancel our [redacted], cell phones and direct tv after having to deal with this. I am now shopping around.
AT&T ported my number to another company without my consent. It happened on June 23, 2016 and they have not reconnected the line as of Aug 2, 2016. I have had at least 10 conversations with representatives who say they are going to do something and nothing happens nor do I hear from them again. I have a medical device connected to this line which sends info to my doctor and it means nothing to them. I would have to say that AT&T's service is one notch below a can and string system. Very, very poor customer interface.
I just had the experience of a 2.5 hour call with an AT&T Rep, "Dana" who took very long pauses every time we spoke and we had a lot of issues to cover since the bill had many errors. I was fine with her taking her time, but then her shift ended and she transferred me to her supervisor, "Tammy," just as everything had reached the point of resolution. Tammy then asked me to rehash everything, so I explained to her what Dana and I had discussed. Tammy then said she was just going to "check something," and she hung up on me! I then called back and the Rep who answered, Nick, said there was no record of a Dana nor Tammy having spoken with me - even though I had asked them to spell their names and taken their employee ID #s! He said he saw a record of a call with Pia. Whatever the names of the female reps are, neither of them called me back. Four hours of my life... gone. Very disappointed.
AT&T is a completely and utterly heinous company. We have had so many terrible experiences with them. My husband used to work for them so he knows both sides of how terribly they treat their employees and their customers. They kept wages and commission checks from him for months after quitting, and over four months later still have not paid him for his last commission check.
We also ordered digital life security service, but canceled before anything was installed. It has been well over three months and still no refund. Every time we call, none of the poorly or completely untrained staff can figure out how to issue the refund. Also they have no supervisors in that department to speak with.
They have stolen money, lied to, and ripped of so many customers. They have a 92% negative customer rating on this site, yet they still have an A+ rating. It is completely absurd that this company can conduct business in such a manner and still be held unaccountable for anything. It is so frustrating that this company can do what ever they want and get away with it.
I have not been given credit for bill paid and my uverse bill is NOT the price I was quoted. I have been lied to and cannot even call long distance from my house at the moment! A recording tells me to try again later!!!
Well, the story begins with my wife nightmare. She asked for a service move to our new place and they canceled her account and send her to collection for $100 that we never owed. They accepted the mistake multiple conversation but never fixed.
Then I open my account in 2014 and I renegotiated my renewal, they offered me $40/12mb. But I was charged $50 for the same. With multiple calls with hours of transferring from one desk to another and explaining the same thing over and again, no one helped. Then I reached out to twitter for help and they responded immediately only to be hearing the Manager of Social Media to change her offer in 5min and offered no help at all.
I call this abuse and this caused trauma for my wife they way they "played with her mind". To be honest, I am on the verge of a breakdown with their game as well. I never know in such a corporate place, they can hang up your call or transfer you without giving any background. This is my worst customer experience and I am horrified with the prospect of them having a exclusive monopoly in this business.
Lastly, I have no idea how Revdex.com rate them as A+ while 93% says they have negative experience. Where will we go if everyone is up for sale...
Spent over an hour on the chat feature, asking a simple question about a bill. They continued to tell me I was in the wrong 'department', shuffled me around and then ended the chat. Calling is not much better. They have the WORST customer service.
I had digital life installed including thermostat. The thermostat was incompatible to my system according to att tech. Att sent hvac who said thermostat kicked out compressor and said itll take a week to fix (without any calls or verification). I was out of air in TExas summer 2016 for 6 days and no follow up by att. Called executive complaints and they didnt call bqck. Lied and said he did. Eventually, att kept saying that hvac said one thing; all things I hadnt heard from the hvac guy. My hair is holding at 75-77 still after they "resolved att issue." They broke it but wont fix
It. There's a lot more to the story.
Poor customer service, poor follow up, blamed the customer for their problems, uncertified and untrained people installing digital life, poor record keeping, broken promises, lies, refusal to direct complaints to supervisor, transferred from department to department. Absolutely the worst company. I have directv, internet, digital life. Ive had cell phone service and uverse too. Im a customer of 13 years. It seems they outsource digital life so it is a backburner service.
Im thinking Revdex.com must be paid to write A+ review when 90% of customer reviews of ATT are horrible.
I would only use their service if there were no other options in my area. I would let my house be unsecure than use digital life.
A person came to the door of our apartment and said that AT&T Fiber was available in our complex in Lake Wylie. I called AT&T and they said "yes Fiber is available. I repeatedly asked them if they were sure it was the new ultra fast Fiber and they kept saying yes so I set up a date for the install. I made another call the weekend before just to double check and make sure that it was indeed the new Fiber that I would be getting. The date of the install, the technician informed that it was NOT Fiber, but regular copper line High Speed internet. AT&T has done nothing but said "sorry but that's the fastest that we have in your area". They sold me services on false pretenses.
I honestly do not know even where to start with my frustration with this company!
We got service a little over a year ago with AT&T and the problems began immediately. We had to call and adjust our bill because they added charges that they themselves communicated were wrong. We had also been asking over five times for them to come and bury the pedestal outside which has not been done.
This past week we got our AT&T bill in our churches head over doubled! I called the office this past Friday to get an understanding of what had happened. When I called, I tried to talk with the finance department which I was transferred to and they drop my call. I called back a second time and when they transferred me again my call dropped again. This repeated four times and then I was able to talk with a man named Edgar. He told me that I was out of contract. He could only help me with my bill if I renewed my contract. I did not want to renew my contract and so he told me that he was unwilling to help me. I asked to be transferred to somebody who can make a difference in my bill and so I was transferred to a lady named Melody. This is where I feel like things got really bad. The tone of melody, the attitude of Melody, and Melody's unwillingness to even try to work with me was unbelievable. I asked to speak to a supervisor and she told me that supervisors in her company don't talk to people because they're in meetings all day. I told her that I would wait on the phone until somebody was out of their meeting to talk to. She told me that that would be 3 to 4 hours. I was so frustrated that I was willing to wait. I could tell that Melody was frustrated that I was not getting off the phone. I told her that I was not going to get off the phone until I talked to a supervisor. She says I've done everything I can help you with and I said I was not going to hang up until I talk to somebody. She said let me transfer you to a senior account specialist. The problem with that is that's the same thing that Melody was- senior account specialist. When she transferred me, I could barely hear the woman's voice and she said that we are sorry but the system is down and please to call back in two hours. I told this lady that I would like to speak to a supervisor. She also told me that I could not speak to a supervisor but that I could get a manager to give me a call back. I left my phone number and name and I was promised that somebody would call me back by the end of the day. It's now two days later and my bill is due today and nobody has called me back.
Here's how this makes me feel... AT&T is only willing to help resolve problems if a customer is going to stay with their company or show them the best interest. I thought companies were supposed to biopsy it way that they were supposed to help the customer and care for the customer and then the coustomer would desire to sign. Instead what I found out through AT&T is that they don't care about people who have been loyal even with frustrations for over a year. We were actually considering renewing our contract but after all of these complications and lack of care we are absolutely changing companies. I've never seen a business model this bad.
I've been attempting to get at&t uverse for a month. I ordered their service on 9/21/2015, the tech didn't show on 9/24/2015. When I contacted support, I was repeatedly hung up (over 15 times) while on the phone for over 3 hours. Finally scheduled for 10/3/2015, to have the technician not show AGAIN. I contact customer service and during a conversation lasting over 1.5 hours, only to be forced to wait another 2 weeks for a tech to dispatch to my home. Each representative was extremely rude, including the managers I've spoke with. I would not recommend this service to anyone if they have the choice. I've had service with twc and never received such bad service on all fronts. AT&T does not care about you as a customer, nor do they attempt to remedy any situation whatsoever. Hands down the most horrible experience I've ever had with a company.
In October, my fiancé and I decided we would make the switch to AT&T because we are Direct TV customers and at the time, there was a promotion to switch and get unlimited, talk text and data for all Direct TV account holders.
We went to the AT&T store located at 3655 W. Anthem Way, Anthem AZ to make the switch from Sprint.
The gentlemen who signed us up (Edward) said several times that our Sprint early termination fees and the rest of the lease on our cell phones would be paid off. The Switcher credit specifies that each line that is switched receives up to $650 per line. We had paid off more than half our phones at this point.
We ordered the new IPhones (mine took a week, my fiancés took about a month to get in).
When I received my phone in the mail I went into the store to have them set it up and port my number over. Edward was there again, so I thought perfect work with the same guy who signed us up. That's when the issues arose. While setting up the phone, Edward informed me that we would be receiving two visas for the amount to pay off our Sprint bill and the rest would be given to us in credit to purchase something within the AT&T store. We were not informed of any in store credit and therefore I wanted all the money to be on the gift cards to pay off Sprint as promised when we signed up. I was advised to call a third party, Young America, where the gift cards are distributed from and they would be able to better assist. Luckily (or so I thought), the regional manager (Brock) was inside the store that night. He advised me that the credit can be transferred to a gift card per my wish, but he didn't have any in store. I requested that he call corporate and Young America while I was in store that night to get it handled. Unfortunately, Young America closes at 4pm EST and therefore I would have to call the next day.
I asked that Edward text me the following morning with the total amount I would need to request from Young America. He never did. I then called into the store a few days later to get the information I needed. He then said he didn't know it.
Frustrated at this point I personally called Sprint and AT&T to find out an amount. Then my fiancés IPhone finally came in. We went into the same store to have them set up the phone and to receive clarification as to what was going on with out bill. Just as before, we received no help from Edward (he was in the store again) or AT&T. We left frustrated and unsure of what we were to do.
Yesterday (12/20/2016) we received a notice from Sprint specifying our early termination fees and rest of the amount for our 2 phones. It came to $771.06. We also received one of the two gift cards from AT&T. It was loaded with ONLY $159.00. Dumbfounded, we called into AT&T looking for answers. We were on the phone with them from 4:30pm-10:36pm, we were transferred multiple times to customer care, loyalty support, and again Young America to find out the only thing we could do was go back into the store we signed up at and get a gift card from them for the remaining amount.
Tonight we went into the same AT&T store to get this handled hopefully once and for all. There was an associate in the store we spoke to first and explained our situation to and he didn't understand how we only received $159.00. Then Edward came up from the back. He pulled our final Sprint bill up from his email and printed it off. It showed that they were suppose to pay a grand total of $771.06. As Edward was reviewing the bill, his associate had a question and kindly said I have a. Mid sentence Edward aggressively looked up, glared at him and condescendingly said "Don't interrupt me. " The associate, mind you he has only been working there for one month, looked at me shocked and appalled. Edward then tried to justify the $159.00 visa and said he only owed us an additional $127.00. My fiancé then pointed to the numbers and specified, "these are the portions AT&T needs to pay. The early termination fees and the rest of the lease on our phones which adds up to $771.06."
Edward from there blew up. He proceeded to stand up and say, "this is all I am offering you." Jeffrey said "no that does not add up." Edward aggressively stated "yes it does and if you guys cant agree to this then you need to leave MY STORE!" At this point, my fiancé called AT&T customer care because we were told to do so the night before if there was an issue. We also asked Edward if we could speak to or receive Brock, the regional manager's, telephone number. Edward refused and said "No!" Edward then shoved the papers at my fiancé and again aggressively said "you need to leave." We refused to and Edward continued to try to push the papers into my fiancés hands. When my fiancé refused, he turned to me. He took the papered and thrusted them into my chest and abdominal area saying " you need to LEAVE MY STORE!"
Again, we only went in tonight to figure out our bill. We did not cuss, yell, or make a pass at him.
I called in to get a new phone. During the conversation the employee had told me that I could get a buy one get one free on a new phone. I told them that I would like that deal. They then told me that I could go to the store and receive the deal. I drove 45 minutes to the store and it was not honored. I then called in and confirmed with them that the conversation we had was reported to me correctly. They confirmed that the associate had told me that but that the deal was not correct. They then attempted to offer me other deals that would cost more and add a monthly fee on top of what I would pay up front.
The irony that AT&T is attempting to improve their infrastructure in the DFW area (TX, USA), with their GigaPower, is quite ironic. Here, I sit in Ovilla, a suburb about 20 minutes from the heart of Dallas, and I have "speeds" of 21/1.5 (download/upload). With 1.5 upload, it is nearly impossible to live stream. Really, the tease of "1Gbps" for downloads is just appalling at this point.
I guess I would need to throw shade on the FCC and zoning, given it allows companies like AT&T to sink their claws into metro areas - barring decent competition and better speeds. SMH...
I've been with AT&T for almost 3 years. I've never not paid my bill, I've been a good and loyal customer. I upgraded my phone this past May and the woman who I dealt with while upgrading basically lied to me exactly 4 times during our conversation. I'd lost my job, I was due for an upgrade at no cost so I decided to upgrade. I explained to this woman that I'd lost my job and if I couldn't keep my monthly bill in the same area that it was then I didn't want to upgrade. She assured me FOUR TIMES - FOUR DIFFERENT TIMES - that my bill would not be that much different and suggested a phone. I followed her suggestions and ordered the phone. About 2 weeks after getting the phone I get a bill that was $60 MORE than what I'd been paying. After thinking about it I decided to keep the phone. I notified [redacted] that I was keeping the phone. I notified them more than once and each time was told it was fine, it'd be on a monthly payment plan, etc. Then I get a text and an email saying I owed $500 and would lose my service if it wasn't paid immediately. I chatted with someone on their chat help line and was told by this man that everything on my account was "fine" and that he'd made "all the necessary changes" so that this huge amount would be back on the monthly plan. I kept the transcripts of this chat. A day or so later I get another text with the same message - pay $500 or lose my service. I called AT&T at 10 am that morning. I did not get off the phone until 4:30 that afternoon. Everyone I spoke with gave me different details but everyone ended by saying there was nothing I could do, it was a "valid charge" and I had to pay the $500. I explained what had happened, what I'd been told to do, and that I'd lost my job and needed my cell phone service because I have a terminally ill parent. I did NOT have $500 to spend. They did not care. One person passed me on to another, then to another, then to another - I was told there was nothing that AT&T would do to help me, then I was told to sign back into the chat session because they "have the records" and I was told that THEY would be able to fix this. Of course back on the chat line I was told they would do NOTHING about this, and a so-called "manager" actually told me that I should have known I was being given the wrong information when everyone was telling me my account was fixed and I'd be paying on the monthly schedule. I SHOULD HAVE KNOWN THEY WERE GIVING ME FALSE INFORMATION. He actually told me this - I have those chat transcripts also. I was also told that AT&T does not monitor anything that goes on on their chat lines, they have no records, they are separated from the chat line. Of course this was a lie - and I was told later by ANOTHER employee that I'd been lied to about that, that AT&T does have control over the chat line, they do have records, and they can access those records. I finally ended up scheduling to pay that $500 in 2 payments and it just made me sick to my stomach. I don't have a steady job right now, I'm paying all of my mom's bills right now, I'd had some unexpected medical costs hit me at that same time, PLUS it's this close to Christmas. The money I thought I had to spend on my kids for Christmas went instead to AT&T.Even though I set up the scheduled payment and gave my bank info, a few weeks later I get another threatening email saying I'd "missed" a scheduled payment and they shut off my cell phone service. I only knew they had done this because my son was trying to reach me on a Sunday evening and couldn't. My service was shut off. So that following Monday again I'm back on the phone, and this time was told that I was NOT to have the payments taken out of my account automatically, even though the woman who set up the plan told me the payments WOULD BE taken out automatically. So I had to set up ANOTHER payment plan. They've now taken over $500 from me, and when I logged on tonight to check my balance I see ANOTHER "past due" notice and a demand for $180.00 instead of the monthly amount I was told ORIGINALLY, BACK IN MAY, I'd be paying. I also was told there is no one at AT&T who would be interested in the chat transcripts I had saved - they wouldn't even give me the name or contact info of ANYONE I could send them to. Why the [redacted] do they have the option to save transcripts if those transcripts cannot be used in case of a dispute? Do they think they're interesting reading or something??
To make it even worse, the phone SUCKS.
I hate this company now. I tell everyone what they've done to me, and I will never refer anyone to AT&T unless they're someone I dislike. I have sent a complaint but they never responded. The employee who told me I'd been lied to about the chat line gave me a corporate address to contact, which I'm in the process of doing. I'm also going to the Revdex.com and actually any other site I can find to post a complaint and this story I will use. I want nothing more to do with AT&T and am looking now for another cell phone company to go to. I frankly do not care if AT&T tells me I cant leave, that I am under contract. All they've done is lie to me, mislead me, and take my money.
And my son found on the internet info about a huge lawsuit they just recently lost for doing similar things to customers. They LOST that lawsuit. You'd think they'd be wanting to be pretty careful to NOT do the same [redacted] to customers again but there you have it....and reading thru these other complaints I see this is not an aberration - this is par for the course for AT&T. Obviously they treat all of their customers like this. When I mention to anyone who my cell service is thru I get the exact same reaction every time: "Oh I HATE AT&T, you need to dump them" and "I've had the exact same problems with AT&T" and "AT&T is well known for screwing their customers" and etc and etc.
I just want out and I want to NEVER have to deal with these clueless, ignorant AT&T employees again.
Very sad that we do not have very many choices as far as phone companies or Internet providers and they are allowed to treat customers horribly I cannot have my number ported from another company to AT&T without paying for another month and a half of service they should've done their job in the beginning the young lady took my order couldn't even take an email address instead she wrote [email protected] worst ever company
I have been an at&t customer for over 20 years and as of lately (5 yrs) my experience has been hair raising!!! 8/2/16 I called at&t because of robo calls stating that I owe 89.00. I have ALWAYS PAID my bill and TIMELY please check my records. Yesterday I spoke with 4 agents and neither could help me. I was transferred repeatedly incorrectly to agents that could not assist me. I changed my phone service to Plan Old Telephone Service at the beginning of the year 2016 and as of this day, I have not received a correct bill amount. I have had to continuously call at&t each month for my correct billing payment amount. This is very frustrating. I have spoken with supervisors and they have assure me my bill would be correct only to find that once I received my bill its not accurate. Please listen to the history of my calls, the proof is there. Yesterday I finally broke into tears, begging for someone to help me, only to be transferred to a number that was no longer in service. I am again begging for someone to look into my history and you will see the terrible experience I have endured. My current situation is this fee of 89.00 of which I do not understand because I paid what the supervisor asked me to submit. I do not understand, how is it that the agents talk a good game and convince you that your situation has been resolved only to receive the bill and it is still incorrect. It is like pulling hair to get to speak with a supervisor. I live in the US why am I speaking to agents in others countries to help me with my issues. They do not speak good English. When asked to speak with an American, you get disconnected or transferred again to someone who cannot help. This has been my experience for over the past years. Your company is to big for this type of customer service. Your buying up everyone, leaving us no choice but to come through you....AT LEAST YOU COULD MAKE SURE WE AS CUSTOMERS ARE HEARD AND GET THE SERVICE DESERVED. Again I beg of someone to just take a listen to my calls, I have worked in customer for over 10 years, I know how this thing works. I review our agents on everything and trust this type of service would not fly at our company. Contact Me Please.....901 789 1523 if no answer please leave me a number other than that 1 800 288 2020 so that I can speak with someone who cares. PLEASE PLEASE PLEASE PLEASE....Someone NEEDS to hear me I am 1 OF YOUR LOYAL CUSTOMERS but I don't know how much more I can take.
I placed a $200 product on monthly payments for 12 months when I first signed up with ATT. I tried to pay it in full but was told it would just be added to my bills for 12 months. Later down the road I moved and had my services transferred to the new home. During this time, my last bill read two dollars and some change from a credit I had for paying more. The following months bill was paid in full and on time. Its important to note I have almost always had a credit on my account from over paying, or credits given.. I get a call today saying that I have been sent to collections for a unpaid bill. While not sure how this has happened,I give att a call. Come to learn, the canceled my old account, created a new account, and didn't move the balance for that $200 product to the new account. Instead they just let it sit and expected me to just know it still existed. Come late December I get a email saying I have an unpaid balance. I check, nope its at 0. So I ignore it like the email instructs. They ended up sending it to collections.. I called and they admit being wrong and didn't move the balance and understood how it went unnoticed, but argued that I should have checked the old account.... By the way, I cannot access a account that has been canceled, so no way for me to identify I had a balance, especially when the last bill was $2 and some change and my following bill was paid. They expected me to understand how their company operates behind the scenes, and that I should have known that they canceled a account, opened another one, and didn't join the two. At this time they are refusing to write a letter to collections saying the debit was paid in full and ATT was at fault for sending to collections, due to their negligence. They did offer a months free service, to that I declined. Its not about the money, its about my credit potentially being negatively impacted because of their lack of communication. Waiting for a "higher authority" to call and see if they can help because its getting "escalated". For those of you who move addresses, please inquire about future bills and if they will combined accounts or not. Also, when you call back and talk about an account, make sure you inquire about past accounts that were canceled. Not once did anyone feel it was important to mention I had a unpaid bill In the number of times I called.
Horrible customer service. Increases rates on [redacted] after 3 months of service and when I canceled they miss quoted the cancellation fee ($200 quoted and then charged $400) and then tacked the bill onto my Internet bill. Cant understand half of their representatives. I made payment arrangements and then the person I spoke with after those arrangements were made couldnt even figure them out.
I was hospitalized and out of work for a while. Tried to ask AT&T to work with me on my bill because of this. I had been a customer for over a year. Several phone conversations with them and lots of time being assured by all that I spoke with this shouldn't be a problem. Well by the 4th person she shut me down. So I told her I would be calling back to cancel my service, she said okay. So when I called back to cancel man on the phone said oh no mam, we want to keep your business. I told him I could not talk at this point, he said cImaginean I call you back to discuss? I said sure call me after 5:00. he said sure, I will do whatever it takes to keep your business. Guess what he never called. So today I called to make sure my service was cancelled as of 12/16/16, lady said no it was cancelled as of 12/20/16. Imagine that. So I asked lady on the phone how to return the equipment that I have. She said put it in a box and take it to the post office. I said where do I mail the equipment to? She said take it to post office. I said you obviously don't understand what I am asking you. I said lets start over. Can you send me a mailing label so that I can return your equipment, sure she says. REALLY.
On 10/28 I had called in to add 2 new lines of service to my account. First we were on the at&t app trying to do this via their chat with one of their representatives, the order would not populate to the representative gave us a phone # to call so we did. After being on hold over 30 min I finally was able to talk to someone. I was on the phone for over 1.5 hours once I finally was connected to a representative. We were able to set up 2 new lines with the new [redacted] and we added an [redacted] mini and were told both by the representative via chat and the one on the phone that after adding all this, our bill would only go up $80 per month. We had to pay 49.99 for the [redacted] plus the tax on the 2 new phones and they were also throwing in a case for the [redacted] This would all be priority shipped so we should have it by 10/31 or 11/1 at the latest. On 10/31 I go to track my order and I see that nothing is as we were told it would be, we were being charged for everything that we were told we wouldn't be charged for. Due to 10/31 being Halloween and having small kids, I was not able to call in until 11/1. When I called in, I was on hold for 15 minutes before I was connected to an actual person and then transferred twice where I had to explain the whole thing over and over again, the third time I was transferred I was in the middle of telling the representative what was going on and he put me on hold in the middle of talking with no explanation, then the hold recording stated they had longer than usual hold times and to please remain on the line...after being on the phone for over a total of 1hr15 min getting nowhere, I hung up while on hold and told my husband to call and deal with this issue tomorrow as I was done trying to talk to AT&T. 11-2 we received the iPad mini-no case (like we were promised and the guy on 10/31 got manager approval for). My husband called in at 1645. It's not 1840 and he is still on the phone and has been transferred over 5 times already and has to continuously repeat everything from the beginning for each new person that is supposed to "help". I just want to cancel our [redacted], cell phones and direct tv after having to deal with this. I am now shopping around.
AT&T ported my number to another company without my consent. It happened on June 23, 2016 and they have not reconnected the line as of Aug 2, 2016. I have had at least 10 conversations with representatives who say they are going to do something and nothing happens nor do I hear from them again. I have a medical device connected to this line which sends info to my doctor and it means nothing to them. I would have to say that AT&T's service is one notch below a can and string system. Very, very poor customer interface.
I just had the experience of a 2.5 hour call with an AT&T Rep, "Dana" who took very long pauses every time we spoke and we had a lot of issues to cover since the bill had many errors. I was fine with her taking her time, but then her shift ended and she transferred me to her supervisor, "Tammy," just as everything had reached the point of resolution. Tammy then asked me to rehash everything, so I explained to her what Dana and I had discussed. Tammy then said she was just going to "check something," and she hung up on me! I then called back and the Rep who answered, Nick, said there was no record of a Dana nor Tammy having spoken with me - even though I had asked them to spell their names and taken their employee ID #s! He said he saw a record of a call with Pia. Whatever the names of the female reps are, neither of them called me back. Four hours of my life... gone. Very disappointed.
AT&T is a completely and utterly heinous company. We have had so many terrible experiences with them. My husband used to work for them so he knows both sides of how terribly they treat their employees and their customers. They kept wages and commission checks from him for months after quitting, and over four months later still have not paid him for his last commission check.
We also ordered digital life security service, but canceled before anything was installed. It has been well over three months and still no refund. Every time we call, none of the poorly or completely untrained staff can figure out how to issue the refund. Also they have no supervisors in that department to speak with.
They have stolen money, lied to, and ripped of so many customers. They have a 92% negative customer rating on this site, yet they still have an A+ rating. It is completely absurd that this company can conduct business in such a manner and still be held unaccountable for anything. It is so frustrating that this company can do what ever they want and get away with it.