3 Messages
WORST CUSTOMER SERVICE EVER
I have never written a bad review in my life, but I have to this time. Because bad customer service is an understatement. I have been with AT&T for over 10 years, and I am now deciding to leave. I have never had such a frustrating experience before. Not that AT&T is going to care because they are a billion dollar company who clearly does not care about their customers.
I upgraded and then bought a new phone for my son in December, after being on the phone for over 3 hours. They got the wrong address, they apparently couldn't just fix the address issue (even with it being 10 minutes after purchase), so i had to cancel the phones. I then had to stay on the phone for another 2 hours and re purchase them. I wake up the next morning with a text message saying the phones I JUST RE PURCHASED AFTER 6 HOURS ON THE PHONE were canceled. I called AT&T they had no idea why they were canceled and all they could do was offer for me to RE PURCHASE A THIRD TIME. So I obviously said no and just never got the phones. So pretty much after 10 hours I got nothing.
A week goes by and the money was still not returned to my account, so I had to dispute it with my bank.
I then go on the AT&T app and it says I owe them the money even though I never got the phone?????
I called AT&T again and another 2 HOURS (which is so ridiculous that it is a 2 hour or more for a phone call every time you call them, even if it is a simple question) later they reversed the money back to me. But it was literally like pulling teeth, I had to get a supervisor on the phone just to get MY MONEY back?
Fast forward, I go to pay my January bill and it says my bill was cut in half, so I thought maybe they gave me a curtesy credit for all the (Edited per community guidelines) they put me through. I paid the bill, then today I get a text message that I owe them $66? So I call them and they say that it was for the rest of my December bill. I inform them that I paid the amount that was due on the 1st already, they said they don't know why it was cut in half but I owe the rest. Cool, I don't mind that. I will pay it obviously. But now I have a late fee for my next bill.... WHEN IT WAS THEIR FAULT, and there is "nothing they can do about that" WHEW. I have never had a company boil my blood like this, I CAN NOT WAIT to leave.
On top of the fact my bill is $140 for ONE PHONE. It started at $125 and it just keeps going up with all these taxes and extra charges? Like come on.
I would also like to note that NONE of the people I spoke to (which was like 6) gave a crap. I feel like after ALL that I should be compensated, given a credit or something. Or AT LEAST an apology, but that clearly will never happen.
Because of this me and the rest of my family (who has been with AT&T 25 years) are leaving. The downgrade over the last 2 years has been severe and we no longer want to be with a company who treats their customers the way they do.
formerlyknownas
ACE - Sage
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118.4K Messages
6 months ago
There's literally no baseline for incompetence they can't surpass.
I would have given you some advice to avoid everything you went through, but too late for that.
Unless your financing a Samsung fold at the full retail price, with insurance, you shouldn't be paying $140 a month for one phone line.
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brookelowe
3 Messages
4 months ago
Update:
They Charged me YET AGIAN $500 DOLLARS FOR A "NO RETURN DEVICE". I NEVER GOT THE PHONE?!??!?!?!?!? YOU GUYS CANCLEDED IT THE NEXT DAY FOR NO REASON AND I HAVE BEEN PAYING FOR THIS IN EMTIONAL MF DAMAGE AND WASTED TIME FOR MONTHS.
I had to be on the phone with for over an hour just for them to say they "have to submit for review" and I'll get my answer in 2 days.
I literally was crying on the phone with them because i am just so over this. I asked if there was something they could do for the inconvenience of all this and waste of my time over the last 3 months, of course they said no. I even said I was going to be going somewhere else and they don't care. Because they are a billion dollar company. Disgusting. I wish there was a way I could sue them or take down the (Edited per community guidelines) company.
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dwill05
ACE - Master
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11K Messages
4 months ago
Just stop messing with their regular customer service and file a BBB complaint, which will get escalated to an office of upper management, who’ll contact you in a couple of days. Most often, these promises of a back office team working on your issue and will call you back in a day or two result in you sitting around waiting for a call that’s never going to come.
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brookelowe
3 Messages
4 months ago
@dwill05 Thanks so much! I just send a request with them. I didn't know this existed!
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Jeffjohnson123
1 Message
11 days ago
ATT customer support is an absolute disaster. I've been with them for several years with cell, home internet and streaming cable services. I've done a good job of avoiding calling their customer service at all costs, because you can kiss an hour of your life goodbye, usually get nowhere, and end up with an exercise in frustration. Unfortunately for me, their cell service is the best in my area, and they are the only decent option I have for fast home internet. This would be the first change I would make I were a decision maker at ATT....DO NOT FARM YOUR CUSTOMER SERVICE CALLS OUT TO AN INDIAN CALL CENTER. 1, I can't understand a word they are saying, and have to repeat myself over and over. 2, Those jobs belong in America.
Here's my most recent issue. I just closed on an investment property - new construction. ATT is the only choice in this neighborhood. I am roughly the 5th person that's closed on my street. The ATT fiber cable has been installed, and everyone else on my street that's closed has already set their ATT service up. I called to schedule an installer to come out, and my address is not showing up in their system, therefore, they are telling me it's not available in my area. I gave her all of the other addresses on my street that have closed and have service already set up, which was of no help. I further explained that I was the sales manager for the builder in that community, and I was the one that worked closely with ATT when they installed the fiber. I also explained that I had already set up electric, gas and other utilities with no issues "finding my address". My address is registered with the post office, and you can pull my address up on Google Maps and drive right to the property. After getting disconnected, transferred several times, and getting nowhere, I just gave up and tried to reach out to my local ATT rep that I dealt with when the fiber was getting installed, in hopes of bypassing their "system". I was informed the only way to get a tech out to do the install was going through their website or calling their customer service. Neither of which has worked, because when the (Edited per community guidelines) plug my address in, it doesn't pull up in their crappy system. There's no bypass.
I also find it hilarious that at the top of this page they say they are shutting down this forum in 6 days - on June 27. The number of complaints probably crashes their servers. Customer service is terrible these days, and ATT is the absolute worst in my experience. ATT is worth $130 billion dollars - we are all being taken for a ride. I would buy internet and cable from North Korea if it meant I didn't have to deal with ATT. You guys gotta get your s#@t together!
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