3 Messages
Trouble closing/transferring my acct on a house I sold.
I Didn't think it was possible for customer service to be worse than Comcast but I'm getting pretty convinced that it is. I have spent hours on the phone and chat with AT&T help and a very simple transfer seems to be impossible to accomplish.
I was hoping to get an email for customer service so I could send them all these chat transcripts and forward the emails that AT&T keeps sending me but I'm reading that they don't do email? Is there a way to communicate with this communications company so that I can have a record of what they tell me?
Accepted Solution
LocalHero
3 Messages
1 month ago
The reason I tried to use chat is because they don't offer email support and there's no other way to get anything in writing. What they tell you on the phone is worthless also. The CSR rep I talked to was most likely overseas but is there a better source to refer to? (the phone menu is maddening) ATT seems to offer few options for CS and none of them work very well.
The new owners of my house are friends and yes, they had also done their part on their end. In fact, ATT was telling them there was no problem, everything was complete and we were good to go. The problem was that they were telling me that the bill was still in my name and that I had to return equipment.
In the end we had to just cancel the whole service and they'll start service anew. The new owners will get new equipment and he offered to take the used equipment back for me. This could have been so much simpler. There was no need for equipment going back and forth or all of that time spent with CS if only ATT had their act together. Cost them a bunch of money and me a bunch of time. On top of that they now have a customer (me) who won't hesitate to go to another provider if one becomes available. It's just a really poor business model.
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dave006
Scholar
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4.2K Messages
1 month ago
Short answer is no to an email address to communicate. But which are you trying to accomplish, close your account or transfer to a new address that shows Fiber service is available?
Should only take 1 call and about 20-30 minutes. If you don't care about losing your old email accounts that may be on att.com. Just cancel your existing service and order new service Online at your new address for the best pricing.
Dave
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LocalHero
3 Messages
1 month ago
Thanks Dave but the situation is that I have two accounts, one at my personal home and one that was at a different house. I sold the other house and the buyers were taking over the account. The problem is that the account is still in my name (two weeks after sale) and I'm getting emails saying that my credit card will be debited in June as usual. After the 2hrs worth of phone calls/chat, I just got two emails today, one telling me that my cancellation of the automated billing didnt' go through and the other that I would need to return the equipment or be charged for it.
Through my conversation with a CS manager yesterday I was assured it was all straightened out and in fact that I was going to get a refund of some amount for the unused portion of the month. He promised me that I would get an email confirming all of this after we hung up. I never got that email...
Meanwhile, the new owners say that ATT is telling them everything is good on their end.
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dave006
Scholar
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4.2K Messages
1 month ago
If you were / are trying to complete a Transfer of Billing responsibility to the new owners, both of you need to take action. Have you both completed the steps to complete the transfer; has the new owner also complete their acceptance?
You really should have just terminated service and let the new owners establish new service. They would have received "new" customer offers.
My first rule is never use Chat for anything other than for basic questions about AT&T Service. You start with an AI widget that a random CSR may join or leave at any moment. Any transcript is useless.
Never assume anything that a CSR "manager" in an overseas call center is 100% correct. AT&T no longer pro-rates monthly service by default.
At this point I would suggest you call back tomorrow morning and say "Cancel Service" at all VRU prompts and your call will be routed to a Loyalty and Retention agent based in the USA that can see both account details and should be able to resolve your current situation satisfactorily.
Dave
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