Why doesn't AT&T want me anymore?

Question

I have been a loyal AT&T customer for over 35 years through landlines, mobile phones, TV, private business and even AT&T physical equipment. Now it seems they don't want me as a customer.

Recently, I put my account on suspend because I was out of town for over a month. My bill before approx. $182. I got an $88 credit for the month of suspension (so $94 for NOTHING). Okay at least I didn't have to pay hook-up bills and it saved me $88 (whoopee!). Bill after post suspension $256! Bundle ran out while it was suspended.

Nothing they can do unless I enter in to a new contract.

I cancel phone and cable. The internet fee with no bundle is $77. Now Internet goes to almost $90!!!

Nothing they can do unless I enter in to a new contract.

Unless I want to accept a data cap, then it goes to $70 for a 50MBps. Comcast can offer me 75MBps with no data cap for roughly the same price (54.99 plus fees, etc.).

I have had people tell me I was crazy for sticking with AT&T all these years. I always told the "Customer service is worth it." No longer.

Why doesn't AT&T want me any more?

ATTHelp · Answer

Oh no! Please allow us this opportunity to see how we can help.  We value all of our customers and leaving is not an option we want for you.  Can you kindly send a private message to @ATTCares with your account number or phone number associated with the account so we can look further into this for you?  Thanks, RydellS AT&T Social Media Manager

MadacaX · Answer

I talked to AT&T 3 times before cancelling. Counting today, it was 4 when I disconnected my internet. While I appreciate your contact, too little, too late. Each of the front line reps did very well. They were courteous and professional, but each time, it ended with 'I'm sorry, but there is nothing more I can do.' I now have a faster connection for less money. Had AT&T even matched the price of the no contract offer, i might have stayed. But 'I'm sorry, there is nothing I can do.' With that being said, I called the wrong number and got AT&T Mobile. This rep listened to my concerns, told me she would connect me and asked if I would let her look at my mobile account to help. She lowered my cost by $15 per month, increased my data, and took it upon herself to refund an 'over data' charge. She saved my cancellation that I was considering in November. I'm not even shopping prices, she made me happy (over peanuts in $). Maybe it's the difference in U-verse and Mobile. Perhaps if there was 'We can't guarantee a price match, but we'll try. Let me get back to you.' type policy, I would still be small, but enthusiastic customer.

MadacaX · Answer

One correction, there was no $90 charge for the suspended month. After a discussion today, the $88 credit was the balance of the prorated previous month, so the charge was correct and fair. I thought the July bill had been prepaid and the the credit was 'leftovers.'

stubby13004 · Answer

You may want to wait until you see your next bill before being happy. I have been flat out lied to on multiple times!

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