AT&T Community Forums

AT&T Has the Worst Customer Service I've Ever Experienced

I just got off the phone after 2 HOURS, and talking to 4 different people, including a supervisor regarding a very simple, easy to fix problem. I was erroneously charged $30 "reversal" fee. All they had to do was appologize for their mistake, credit me the $30 and I would get out of their hair and leave them alone. But no. They had to argue with me about why the charge was there, how the billing works, and many other superfluous topics. The first representative I spoke to was the rudest woman I've ever spoken to. She kept talking over me, saying the same thing over and over and when I asked to speak to a supervisor, SHE HUNG UP ON ME!!!!!! Who does that, and why does she still work there? When I called back, I waited for over 20 min on hold before speaking to a second representative who was a lot nicer, but yet again, nothing was resolved. She brought her supervisor on (I think she was new and had to for procedure purposes, which was fine), and he did nothing about my problem but transfer me to the Accounts Recieving department. When speaking to that department, still nothing was resolved, and she didn't even know what the call was about, didn't have my account pulled up or anything. I had to explain everything all over again for the fourth time, and NOTHING WAS RESOLVED! What a giant waste of time. I've had so many bad customer experiences with AT&T, but this was the absolute worst. I could go on, but I've wasted enough of my time dealing with this awful company.

Responses

hdesai515

Tutor

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4 Messages

9 years ago

very bad service. all they know and got trained is " I am sorry, i apologize, hold on for second" and that moment all they know is how to play transfer game. who suffer is us and they enjoy doing that

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TOTOSUP

Contributor

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1 Message

9 years ago

HI I just have the worst experience of my life dealing with AT&T costumer los.ers services...... I spend all day fighting with 4 people o by the way they are also managers all of them....I order 2 Iphones 6S plus well guess what the customer that original took my order for the services LIE to me to the teeht he said in 2 weeks I will receive the phones but he forgot to mantioned I need to loging to this site att.com/tc for confirmation so I waist one week...... then I call and to my surprise they didn't ship the phones because I didn't accept the terms not only that, I never receive and email for confirmation e information so here we go again WELL finally I accept the terms guess what they don't have the product MEANING THE PHONES IN STOCK you have to wait AT LIST another 3 to 4 weeks to receive the PHONES but since they are two different colors one will take longer then the other any way so finally after a month I receive today 10/8/15 ONE OF the phones BUT GUESS WHAT!!!! WRONG PHONE THEY SEND ME THE IPHONE 6S NOT THE IPHONE 6S PLUS!!!!!

so here we go again, I call them to express my frustration then again I talk to 4 people with accent and the most RUDE people you can ever imagine at the end I was about to give up THEN THIS AGENT suggest on their end to return the phone BUT I NEED TO RE APPLY ALL OVER AGAIN!!!!!!!!!!! CAN YOU BELIEVE THIS?????????????

THE POLICY OF AT&T IS IF YOU ARE A NEW CUSTOMER AND IF YOU GET THE WRONG PHONE YOU NEED TO CANCEL THE ORDER AND RE-APPLY ALL OVER AGAIN AND THEY HAVE TO RUN YOUR CREDIT ALL OVER AGAIN.....

OK after another 4 hours in the phone finally the brain wash me to do it all over again so here we go AGAIN with they so call SUPERVISOR meaning his coworker sitting next to him KEEP IN MIND THIS COMPANIES HIRE CUSTOMER SERVICES FROM OUT OF THE COUNTRY...Any way so I got approved again YEIIIIII THEY APPROVE ME AGAIN WITH MY 820 FICO SCORE BUT NOW LESS BECAUSE THEY RUN MY CREDIT 3 TIMES SO NOW I HAVE A BUNCH OF INQUIRES FROM AT&T WITCH I WILL DISPUTE WITH THE BUREAUS........

OK NOW YOU SEE MY FRUSTRATION BUT WAIT THERE IS MORE!!!!!!. I CHECK THE NEW STATUS OF THE PHONE GUESS WHAT THE COLOR GRAY WILL ARRIVE IN A A MONTH AND FOR NOW THE COLOR RED GOLD WILL ARRIVE AT THE END OF CHRISTMAS SO AGAIN I CANCEL THE ORDER AND NEVER EVER EVER EVER TO SIGN ANY SERVICES WITH AT&T!!!!!!

[Inappropriate content removed]

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yazzie12345

Contributor

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1 Message

9 years ago

I had the same experience to date with ATT customer service. Nothing has been resolved. Att kept transferring me and hanging up. Finally, ATT Customer Service told me they could not help me at all. We have been paying for our phones for 1 year and our account is paid and still we can not use one of our phones.
So, we are paying for nothing! and ATT does not care. Not good business sense we think. We live in an area where the choice is only Verizon or ATT and now we are stuck with an unusable phone. We are very frustrated and upset because we have no voice.

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kiwie95

Tutor

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1 Message

8 years ago

I have spoken with 3 different individuals regarding a service disconnection notice I received. Initially, I asked for an extention on my bill because of a flood disaster on Christmas day. I was told that would be OK when I made a partial payment. However, my services were interrupted on 1/17/2016. After I made the payment indicated on the interruption notice I received, I call att. The agent informed me that my services could not be restored because I apparently failed to pay $6 late fee that was not on the bill. After arguing that the fee was not indicated anywhere on the notice, I was told that it would be waived & I needed to wait 2 - 3 hours before my services would be restored. I was then harassed about new products & services which I CLEARLY stated I was not interested in but she proceeded. I thanked her & disconnected the call. The 2nd person I spoke with informed me that restoration services were pending & I needed to wait 2 - 3 hours. I expressed my frustration in regards to how I was being mishandled & asked to speak with a supervisor. I was denied & the agent informed me that I would be told the exact same thing by her supervisor. The 3rd time I called, which was approximately 2.5 hours later, I informed the agent that my services had not been restored and it never took this long before. She told me that restoration wait time was between 2-4 hours & I needed to 30 more minutes. I asked her what the problem was and she told me there was none & the phone was disconnected. I have NEVER received such disrespect and lack of courtesy with a disregard of my time before from a company that I pay to provide me a service. The past due amount I owed was $45.76. There was no indication or any communication of a late fee sited on the notice. How was i to know about the fee if it was not addressed on the notice? Likewise, I do not appreciate being LIED to about the fee waiving. Waiving a fee means it has been removed from the balance due and not applied to the next bill. At&t you need to PROPERLY train your employees because your customer service SUCKS!! I will take my business elsewhere.

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Msweintraub

Tutor

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1 Message

8 years ago

AT&T could be the worst company on the planet with the most incompetent people working for them. Any time a technician comes over to my house, the problems get worse. Right now, we have Internet service (amongst everything else) and were at 10 Mbps and were upgrading to 45 Mbps. My first appointment on Wednesday was a disaster as the technician never showed and when I called them that night they said my appt was put on hold. No explanation could be given. They didn't care that my husband took the afternoon off to wait for them! So we rescheduled for Friday (yesterday). The technician told me it was an easy upgrade and would take 30 min. Almost 3 hours later he leaves and tells us everything is great, except that night when we check our service and we are running at 5mbps, this is WORSE than we originally had! I texted the tech who gave me his number and he said we didn't have the right equipment. So basically he knew this when he left my house and didn't say anything! So now, it's Saturday and we now have NO internet so I called AT&T. The customer service rep scheduled an appt for me Monday but told me there would be a charge for a tech to come out. Are you freaking kidding me! I paid for upgrades service that isn't working yet and they want to charge me to have someone come out. I threw a little hissy fit and refused to pay and told them they Better get someone here ASAP. Thai company is such a joke. I pay a small fortune for everything I have with them and it has never lived up to the hype or to any level they promise. If there was another option where I lived I'd change providers in a split second. I hate AT&T!!!

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Italani2

Tutor

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1 Message

8 years ago

I totally agree AT&T has far the worst customer service I have ever experienced. They charged me $58.34 for a prorated business phone and internet services that was NEVER INSTALLED. When I call today I had to wait forever for someone to answer and then they kept transferring me from one office to the other for about 2 hours. It seem like nobody could or was willing to help ( yet they claim to have highly trained personnel). My request was simple. All I was asking was to void the bill for a service that was NEVER INSTALLED. I have never seen such a thing. I think they are ripping off customers. What an arrogance. I have AT&T for my cellphone ( 2lines) That will all change soon. To all of you good people " STAY AWAY FROM AT&T.

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Mbirchard

Contributor

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1 Message

8 years ago

I have to second this. I've never experienced such terrible customer service....ever. if I wasn't forced to have theiread service by the fact that they're the only ones offering pots phones in my area, then I wouldn't have anything to do with them... I tell everyone to avoid them like the plague. Awful awful awful customer service. I'd elaborate, but it would take too long.

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mibrnsurg

Expert

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20.4K Messages

8 years ago

@Mbirchard Well at least that POTS landline phone CS problems will end soon, know here in MI they got approval in 2014 to start shutting down the POTS system starting in 2016. Assume they got approval in all their states too.

ATT has stated they want everyone on a VOIP phone system, even calling Uvoice a landline. 😉

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
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I Call It Like I See It, Simply a U-verse user, nothing more

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U-Deverse

Contributor

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1 Message

8 years ago

Look ATT is a monopoly business run by greedy people. So they treat their employees like any monopoly does. Make a sale or lose your job. The person answering your call cares nothing about YOU they only care about their PAYCHECK. So when you ask for something unless you upgrade to something that in the long run will cost you more they will NOT help you.

We actually had one person hang up on us because we did not want to purchase anything, or upgrade. We just wanted the service we were paying through the nose for have faster upload speeds. FORGET about getting any help from them they are robots just wanting to tally their sales each day to keep their stinking small jobs.

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JefferMC

ACE - Expert

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36K Messages

8 years ago

U-Deverse, you might wish to re-check your definition of monopoly, because I don't think that word means what you think it does. AT&T has competition nearly everywhere it operates in all its major consumer verticals: mobile, wired telephony, wired Internet, TV (U-verse or DIRECTV).

The fact that the other alternatives are not any better allows it to survive with paying lip service to customer service, but there are alternatives.

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hdesai515

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U-Deverse

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unhappycamper48

AT&T Has the Worst Customer Service I've Ever Experienced

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