worst customer service, i have called every month, for over a year to bundle my services and do direct payment from my account, every month i am told is done, and it is not..they have the worst service don't care about consumers, operators are rude, all us operators they hide, you get philpinos who have no idea as to what you are talking..worst company ever, they deserve a minus -000000000
My name is Darwin Fischer. I have been a loyal customer of AT&T for a number of years, and presently I find myself on the receiving end of misleading information regarding a phone purchase and a supposed resolution to the matter. Here are the facts regarding the matter affecting my wife and me. My wife and I have had four lines on our account for some time now. For a time, there was also a tablet on the account. My wife and I have always had the same type of phone. Last August, her phone quit working. We took it into the AT&T store in Wasilla, Alaska, where we were told that it was not fixable. After some thought on the matter, we decided to get her a new phone. This phone is the Samsung S8+. While we were talking to the salesperson in the Wasilla, Alaska, store, he informed us that if we were to transfer from Dish TV to Direct TV, I would be able to get a new phone as well. I asked the salesperson for an approximation of what our monthly bill would be. I was informed that everything, including the TV bill would be on one bill. I would be charged for the new phone that I was to receive for possibly three billing cycles, after which I would be credited for those three payments, as well as any future billing on the free phone. We were told that our entire bill, including the Direct TV bill would be about $290-$300 per month. My wife and I talked it over for a bit. As we already had a fairly sizable bill with AT&T, in addition to an over $100 monthly Dish bill, we decided to go ahead and transfer from Dish to Direct This would not only consolidate our TV and cell phone bills, but it would be a little less money as well, which is important, as we are both retired and living on a fixed income. We went back to the AT&T store in Wasilla to let the salesperson know of our decision. AT NO TIME WERE WE ADVISED THAT WE NEEDED TO ADD ANOTHER LINE TO GET THE FREE PHONE. I was told that as soon as we were hooked up to Direct TV, I was to bring the paperwork in to the AT&T Store in Wasilla, proving that I had indeed transferred to Direct TV. When I walked into the Wasilla store, the salesperson greeted me with my new phone in his hand. It was already set up, and he transferred my information from my old phone to the new phone, a phone identical to the one my wife has. He also told me that since my old phone was in such good shape, AT&T would purchase it back for $200. I accepted this and was told the money would be applied to out bill. AGAIN, AT NO TIME, WAS I TOLD THAT I HAD TO GET ANOTHER LINE TO GET THE FREE PHONE. Fast forward a couple of months. In October, 2017, I believe it was, I called AT&T Customer Support about the phone still being on our bill. After some discussion, I was advised that it would definitely show on the next bill, and that I would be credited $85.02, or three payments of $28.34, on our next bill, and that I would no longer see a charge for the "free phone." I also asked about the Direct TV, as there was nothing on the bill about it. I did not get an answer on this question, however. I paid that bill, which was $312.16, adjusted down because of taking a tablet off the account, to $282.16. I was assured that the credit for the three months' billing of the phone, $85.02, as well as each monthly payment of $28.34 from then on, would be reflected on the next bill. The October bill arrived, and nothing had changed. There was no credit for the past payments on the phone which is supposed to be free. So, I called Customer Support again, and I was told that I would not be getting any credit and there was not free phone, since I had not added a line. In the agent's words, I was to "suck it up, buttercup," and deal with it. I paid the bill, which was $312.16, and attempted to reach higher up the ladder to an office manager or someone who might be able help resolve this issue. Each time, I was given the same runaround. Then I get a phone call from Direct TV, that my bill was past due, and I was about to lose service if I did not pay up. As I have grandkids watching TV at the house while my wife and I are travelling, I paid up. I also was advised that the Direct TV bill was separate from the AT&T bill. This was another contradiction of what the salesperson had told me when we made the initial deal on the phones and Direct TV. The November bill came--$302.16. No credit for past payments on the "free phone," and nothing about Direct TV. I called Customer Support again. Same lame story from the agents, and they had no way of transferring me to someone who might be able to help resolve the issue. When I got the current bill, which is $305.66, I called Customer Support again. This was about two weeks ago. After being on the phone for about three hours, I was finally transferred to someone who said he was with a part of AT&T which dealt with "customer satisfaction," or something like that. He advised me that he understood the matter, and the best he could do would be to offer me $425, or half of the price of the new phone, the "free phone." As half of what I should be getting was better that the ZERO I have been getting from AT&T, I accepted his offer on condition that it be applied to this month's bill, which would then reflect that I have a credit of $119.34. The next day, which was Tuesday, January 30, I check my bill, and there was no credit or anything. So, I called AT&T Customer Support and spoke with a person named Brodie. After the usual runaround, he advised me that he would be contacting the person who authorized the $425 credit and they would be contacting me. I told him that I would not be paying this month's bill, as this has put us in a bind anyway, with the expense of the phone and the Direct TV bill. All of this because of what the original salesperson had told us when we bought the phone for my wife, signed up for Direct TV, and got what was supposed to be a free phone. On January 31, I was really looking forward to finding that I had credit on my phone bill. But, when I checked the bill, there was no credit, no change to anything. So I called AT&T Customer Support again, and this time I talked with s lady named Miala (spelling). She told me basically the same thing that Brodie has told me, and went further to say that she did not understand the credit, since I did not qualify for a free hone to begin with. I tried to explain to her how we got the phone in the first place, and what I had been promised when we got the phones and Direct TV. As I mentioned earlier, we are on a fixed income. I am nearly 70 years old, and I have health issues. When I saw that nothing had been done to our phone bill when I looked at it this morning, February 1, I got pretty upset, so upset that I had to pay a visit the heart doctor. When we left the doctor's office, I called AT&T Customer Support again, and I was put in contact with a woman named Gwendolyn (spelling). She did not seem too interested in hearing what had been going on regarding this issue, instead more intent on telling me that not only did I not qualify for a free phone, there was nothing that she could do about it. She added that there was nobody higher up the chain of command that she could send me to, and that I had to contact the store where I had got the phones to resolve this. As I said earlier, I have some health issues, and already being angered by the treatment I have been receiving from AT&T and its staff, I got a little more truthful about my feelings for AT&T, and I hung up. I am tired of hearing the same runaround stuff from different people who know nothing of what I was promised initially and can only argue that I am not entitled to what I was promised. I am writing this to the main office of AT&T, in hopes that someone will take the time to correct this matter. As I said at the outset, my wife and I have been loyal customers of AT&T for a number of years. We stood by when others had issues with you, and we were always treated well. But, with this mess, the extra burden of the $850 for the "free phone," and the obnoxious and rude treatment from the customer service personnel who man your support lines, it seems pretty obvious that those who had issues with you before us were correct in their assessments. I looked a little further into the ways to try to resolve this matter, and I find that you folks have some kind of arbitration group set up. However, when I looked into that, I find that it will cost me an additional $200 just to file for arbitration! Talk about a racket! It is beginning to look like AT&T will keep giving me the runaround, in hopes that I will tire of the lies and deceitful treatment, and just give up. I do not plan on giving in and dropping the matter. From the way your people have treated us, I am inclined to believe that AT&T has no plans to stand behind the deal their salesman pitched, be it right or wrong. If the salesperson was wrong, then it appears that from AT&T's standpoint, I, as the customer, have no choice but to take my lumps and like it. I am not arguing whether the salesperson was right or wrong in what he promised us. I am arguing that, as the salesperson is an employee of AT&T, and thusly speaks for AT&T when he is on the sales floor, then AT&T should stand behind the deal the salesperson made. It is my hope that AT&T will see fit to honor the deal that my wife and I were quoted. But, once again, my opinion of AT&T is not too favorable at this time. If you choose to ignore my request for fair treatment, wellnot much I can do, is there, except to pay the bills and forget the medicine.
Similar thing happened to me and have wrote to AT&T headquarters about a month ago and still waiting for a reply. I refuse to pay my bill until this is resolved as the guy in the Corporate store said I qualified for a free phone for having ATT Internet but then come to find out 4 months later, that it had to be TV. It's unbelievable that the store or AT&T will not honor the deal they sold me and have went round and round with customer service too. I hope corporate will resolve this soon as these sales people that represent AT&T should be held accountable for selling these phones under false pretenses.
hello my name is KAMIL Moffatt i have had AT&T U-VERSE INTERNET FOR OVER 4 OR 5 YEAR I CANCEL MY ACCOUNT IN EARLY NOV 2017 BUT THEY STILL CHARGE MY BANK FOR NOVEMBER 2017 AND DEC 2017 OF $170.00 I CALL THE OFFICE AND THE GUY SAID HE WOULD REFUND MY MONEY PLUS MY OVER DRAFT FEES I HAVENT REC A PAYMENT YET AND THEY CALL ME BACK TO COME BACK SO I came back in jan 2018 and the manger at AT&T SAID HE WOULD WAVE THE INSTALLTION FEE AND CHARGE ME MY REGULAR MONTH OF 40 DOLLAR SO I SAID OK NOW MY BILL SAID I OWE THE INSTALLATION CHARGE AND THE MONTHLY FEE I TOLD THEM THE MANAGER GOT ON THE PHONE AND SAID HE WOULD WAVE THE FEE THEY SAID THEY HAVE NO INFO OF THAT I ASK THEM AREN'T ALL THE CALL RECORDED THEY SAID THEY CANT FIND IT.
Hi All, My name is Mel and I am upset because ATT&T has over charged me for the past four months. I have had to call their office four have been transferred each time about the same issue. What is frustrating is that the calls are answered by people overseas who do not speak clear english. The Direct service is the main issue. I am on the phone right now with and have been transferred for the 5th time. From the Philippines to Indiana, back to the Philippines to Mexico, to America. This is ridiculous for me to have to be transferred multiple times after a two hour phone call. This problem has not been resolved. ATT&T get it together, your customer service sucks.
WE SIGNED UP FOR DIRECT TV THROUGH A WALMART WERE THEY HAD YOUR SALES ASSOCIATES SIGNING PEOPLE UP FOR DIRECT TV SERVICES. WE WERE TOLD THAT OUR PRICE FOR DIRECT TV WOULD BE LOCKED IN FOR 2 YEARS. THEN THEY STARTED CHARGING US THE FULL PRICE BECAUSE WE DIDN'T SIGN UP FOR ANY MORE AT&T SERVICES WHICH ARE NOT AVAILABLE IN OUR AREA. WE TOLD THE SALES PERSON THAT AT&T DIDN'T PICK UP OUT HERE AND NOT ONE TIME DID HE SAY THAT OUR BILLING PRICE WOULD CHANGE AFTER 1 YEAR INSTEAD OF 2. WHEN I CALLED CUSTOMER SERVICE THEY SAID THAT THEY KNEW THERE WAS NO PHONE OR INTERNET SERVICE IN OUR AREA AND THEY COULDN'T DO ANYTHING ABOUT OUR BILL GO UP. IT WENT FROM 85 TO 150. THIS IS EXTREMELY POOR CUSTOMER SERVICE. I AM FILING A COMPLAINT WITH THE BBB AND PLANING ON GIVING CORPORATE A CALL TOMORROW. AT&T IS THE WORST COMPANY I HAVE EVER SEEN AND THEY LIE. DON'T BELIEVE ANYTHING THEY TELL YOU.
I'd like to know why AT&T sales representatives in my rural area of North Carolina have been sent door-to-door after dark in a rural neighborhood with no street lights. The secondary road that feeds into our neighborhood doesn't even have street lights, or traffic lights, for that matter, for a mile in either direction. There is no legitimate reason to send your sales reps out into these areas at all, and certainly not late enough for your reps to apologize for alarming me after dark. They claimed to be notifying me and the neighbors about "line work in the area" (AT&T has had lines in our area since well before we moved in) and then started asking if I have service with a competitor and told me they could lower my bill.
I understand that this may not be a corporate issue but your corporate folks sure as hell have a say over what your company will and will not allow. You need to put an immediate stop to this ridiculous sales tactic. When you live in a rural area, strangers at the door is not a welcome thing and they are likely to be greeted with an aggressive or armed person sooner or later. I hope it's never.
I signed up for ATT in June of 2017. When I first signed up I was told I would receive 300$ in gift cards due to my over 3 hour on and off again hold period with multiple reps. The rep assured me I would receive the gifts cards as an apology with in the first month of my service. I never received the gift cards, of course, but when i brought this issue up with a supervisor i was told i had been misinformed by the rep. I was promised this rep would be reprimanded for his mistake and that i would receive a credit for one month of service for the misunderstanding. I never received the credit.
Fast forward a few months. I had numerous issues with devices in my home unable to connect to wifi. I called att a few times and was either on hold for too long or the problem was never solved through a rep. I had numerous issues with my bill being off. Never receiving my bills and never receiving alerts to my email address. My account was disconnected and therefore gained a ridiculous reconnect fee of 65$ that i was eventually reimbursed for.
On January 16th of 2018 i called due to my service being disconnected and a bill of 120$. I was told by the att rep that my service was not disconnected and the bill of 120$ was actually a credit to my account of 120$. Before i called i actually went ahead and paid the 120$ to avoid a service reconnect fee. I was told by the rep that there must have been a mistake and issues a refund of my payment ( 120$ ). I then began to ask her about my interrupted service. The att rep explained that i could increase my data plan to 60$ which would make my internet speed faster. I agreed to increase my plan and asked if it would take place immediately, she assured me it would. I asked her what my next month bill would be ( feb bill ) she assured me it would be 60$ because i had not gone over my data and unlimited kicks in right away. I asked her at least 3 times if she was sure my bill would only be 60$ she confirmed this each time.
Fast forward to the weekend of January 27. My service once again was not working. I spent over 3 hours on a phone with ATT and over 2 hours with a samsung rep because neither could find the source of the interruption. The last call i made to att, the rep had me run SEVERAL speed tests. The first few only showed a download speed of 0.3 . I was told the speed should be around 500. After disconnecting, reconnecting and sending up dates to the modem several times the speed finally went up to 300 but still had issues connecting my smart tv and a few other devices. The att rep suggested having a tech come to my home to check the modem BUT if there was no visible issue to the tech i would be charged 90$ service fee. I refused to pay the fee and canceled my service tech appt. At this point i had enough w att and planned to just cancel and go with another company.
Fast forward to February 2. I receive my online balance through the app of a whopping 140.00$ .. my first thought, this has got to be a joke ! . So once again i spend an hour on the phone w an att rep. She was unwilling to help adjust my bill. She explained that my " unlimited " plan did not kick in yet and that i went over my data 100$ worth. Which is IMPOSSIBLE, considering i had zero internet connection the entire month of January. Once i said that, the rep tells me the overage was actually from December, ugh of course is it was right. Well remember that conversation i had on Jan 16th with the att rep that assured me not once BUT three times that i had not gone over my data. After getting no where w this rep, i tried the online chat so my words and att's reps words were documented . I was transferred at least 10 times to different reps that continued to run me around in circles . Finally i was connected to someone that said he would send a request to corporate for a 100$ reimbursement. I received a phone call from a rep 2 hours later. I could barely understand him, his accent was so thick but from what i gathered from the conversation he processed my request for 100$ credit and that i would receive a follow up call in the next day or two.
I still at this point have not received a reimbursement amount and have not heard from att. I am beyond frustrated with your company and completely discouraged from ever having another account with your company. My fiancee has att and has had your company providing service for his massive company in NJ. He has at least 30 cell phones on his account for employees not to mention his homes are connected w att. We both have a few months left w our plans and after that it is up in the air. The lack of customer care is beyond disappointing. It is frustrating speaking to people that barely speak english and can not resolve ANYTHING.
I know your company records phone calls. If someone could go back to the conversation on Jan 16 2018, you will clearly hear the att rep state what i mentioned above.
Mr. Randall Stephenson,
My son, Donald Marshall, Jr., is one of your best employees. He was a manager and manages a team of technicians. He was laid off today, Monday, February 5, 2018. My son is respected by his technicians because he know his job and does it well. His technicians call him at home even on his days off if they are having problems at work. My son does not mind because he loves his job. He always volunteer to work on weekends or holidays. FOR ALL HIS DEDICATIONS AND LOVE OF HIS JOB, DID NOT MATTER TO ATT, HE WAS STILL LAID OFF.
DONALD SERVED HIS COUNTRY FOR FOUR YEARS AS AN ARMY. HE HAS A FAMILY, WITH FOUR YOUNG KIDS, 11 YEARS OLD TO FIVE YEARS OLD.
I HOPE YOU CAN RECONSIDER THIS DECISION OF YOUR COMPANY REGARDING MY SON.
I am really disappointed with the service I have now I would be appreciated if you could solve it for me other wise I will be changing my service charging me f9r a fee it's not my fault so this better be fixed other wise I'm changing my service to Cox
Very upset with AT&T - just switched from cox and had service installed 1/20 - thought they were great. Got my first bill- it was double what they said it was going to be and there was a charged for installation - and they never told me about that, and they said tough luck and they will not waive the fee. Poor customer service.
att bad service has gotten worse to the point it no longer can be called service. i have been unable to reach an att rep who can or will help. i have listened to hours of att music, now and then managed to reach a live person, who often says i do not have an att account although i pay an att bill every month. bob haring
Completely frustrated and tired. Trying to pay my bill; locked out of my account online; representative couldn't get me back on would transfer me to billing(regarding no response to information faxed in October regarding a payment that did not show in my account history and I had sent in all information and received no response); in the transferring we realized that I had two account numbers! I get locked out of online every few months and have to go to the AT&T store to get it straightened out! "I was told I needed to talk with "high technology dept. to get that straighten out". Rep told me to call 1800...I asked couldn't he transfer me? He said he would and hold on.....well, he transferred me back to automated service. I hung up and attempted to pay my bill again. Dumb me! Automated machine again. Go through the routine, the darn machine says I need to talk with a rep, because it wasn't sure my payment had gone through! Transferred to a rep,had to listen to if you us a rep it will cost an additional $5.00 to your next bill!!!! Come on! I explained to the rep what the machine had said, he could not find a payment having been received. He said he could take it.......Oh No! I told him I would check tomorrow, as I didn't want AT&T to take out 2 payments. He was nice and noted that I would pay on Wednesday. This whole experience has been TERRIBLE! Having spoken with 5 reps and 2 machines my account it still messed up! None of them new why, I was told to use one particular account number and say I was UVerse even though no one new why I was under UVerse because I don't have that service! Couldn't tell me why I had not heard from the UC Payment Claims regarding a 120.93, ever though I had faxed in bank verification of the payment that was made electronically but never credited to my account! Absolutely crazy. I will be writing corp ofice when I calm down!!!! AT&T has always been the premier company to deal with. Not anymore! I'll be leaving soon.
Unbelievable supervisor refuse to take to me. Called in last week and they adjusted my bill but received a new bill no adjustments called in and there is no record of it. Ask for the supervisor he refused to get on the phone. Over charge us, make promises don't follow threw. This is screwed up way to run their business.
How this company has existed is beyond belief!! Horrible customer service, horrible internet quality...would never recommend to anyone in the United States!! No one speaks English or understands the English language. One would think that a major US company could and would hire American's to answer the phones. I call and get Thailand or some third world country who doesn't understand the word "security", they think I'm offering food? Maybe AT&T pays them in rice? You call the main headquarters in Texas; only to be transferred to another mud hut in India where they're sewing soccer balls with their feet. Don't waste your money on this company, find someone who really does offer a service!! POOR EXCUSE FOR AN AMERICAN CORPORATION!!
I have been trying to reach someone to cancel my account for the past month and no one is able to help me out with out my account rep who is ERIN BELVINS will not help me out at all I was told I would be getting a call back a few weeks ago and never received a call I have left multiple voice mails and no returned calls back plus this account rep is ignoring me. I have now been charged for another month of service that I have not even used. I do not recommend AT&T for any business or anyone this is the worst customer service that I have received from anyone.
I have been fighting with customer service reps for about two months now about my ridiculous bill. I was promised $130 as a bundle deal and right now I am getting charged $235 monthly on avergae. I have asked to be let out of my contract since they are not keeping up with out contracted fee and one of the reps told me I had to pay $1200 because I will break my contract!!!!!!! I am so sick and tired of all this B.S. I have called every month since I signed up with At&t Uverse. All I have been trying to do is pay the right amount and get my account credited but so far all I get right now is transfered from rep to rep to "Manager" and nothing has been done. I supposedly had a credit coming to reflect Feb 1st and feb 1st has came and gone and I have not received such credit. I just want to be freed. This is not fair for people that just want to pay their damn bill on time, but the PROMISED fee not bat crazy prices that where never mentioned. I regret ever leaving comcast!!!!!!!!!
because I am a directv customer for almost3 years ..,Back in nov I called because my account was high.the lady seen I was over charged and fix it she said I didn't have to pay until dec .well first my payment didn't go in my bank account the tv got turn off i went to the bank and the money was there.I came home paid the bill ..them in Dec I called because my bill was high again ..they said they look into and told me to pay $117 which I did .,same thing again the paynen t disnt go to my account I called they fix it and my payment went though the bank..they have me a price of what was old I said that not the correct amount .,so they said they have done call me .,well Jan came no phone just revived a email about my bill being turn off on jan.25 I called and they gave me prices and was a pain I called again that evening i got a guy that was rude he call me a stutter box which isn't cool because yes I stutter sometimes but that was not cool .,i hung up and called again I got a lady who put me in to the loyalty dept., they filled out about being called that and about my bill she said it would be turn on with in 24 hours call back if it's wasn't so I did .,well that was fun I got hung up on or wasn't transfer.billing dept says that they couldn't because I had to pay my bill and didn't care about Being called names.so I took a break called back not cool same thing again .,hung up on laugh at.finally got a lady she ask for her sup.well ok not cool was explaining everything she was getting loud and rude .she even told me to shut the fuck up( sorry about that word ) I was very mad then ..,i went for a walk called back got transferred to the loyalty dept They filled out another report and said I would have my tv on when them 24 .,call back if it's wasn't.well on Sunday ....no tv and no response from anyone ..so as I today I have no tv a hug bill I been called a stutter box more than ones hung up on laugh at and lied to..so I am writting to see if you can help make this right ..my account number is(hidden) Becky leljedal address 62 Gobbler lane Columbia xrs pa.
Sent from Yahoo Mail on Android
Same thing happened to me with directv and AT&T
So AT&T has cell rips in the Philippines other than the United States I have been ripped off I'm tired being ripped off DirecTV N AT&T you have a 1/2 a star rating for company that provides Internet cell phone T whatever it may be you suck
Had art service went to sprint switched back to att. Got told by the the guy helping us that they would take care of the brand new phones from sprint. Now I'm sitting with a 2500.00 dollar bill for sprint I think conning back to art was the worst decision we could have made. Rhett chasm they gave it's 250.00 dollars for a brand new Samsung s8 active 250 for a 1000.00 dollar phone wow
Why upgrade are free
Worst customer service ever.
I'll be looking for a new provider.
I have been having problems with my Uverse TV shutting down at 1 in the morning till 2 in the morning and restarting and it takes 15 to 20 minutes at each time and this is been going on for months they keep sending people out nothing getting done I don't know why I keep paying for services that I cannot use when I want to use them and the last time they told me they were sending me a supervisor out come to find out it was not a supervisor and I'm still having the same problem that I've been having for months when are you people going to do something about this I'm tired of my TV shutting down and saying that it has no service and lost service