Reply
Posted Nov 1, 2013
Where is the Department in AT&T that handles - resolves complaints.

I must apologize for posting such a long message, but it appears near impossible to locate a department within AT&T that resolves complaints, so I'm hoping that a moderator of the AT&T forums can point me in the right direction?

 

Background: I now have VERY EXPENSIVE Verizon wireless internet access in my remote rural community. I've decided to pay an early termination fee with Verizon to get a more reasonable deal.

 

I went to the FCC website to determine exactly which communications companies service my area by speciffic address. The response from FCC included AT&T offering both wireless and landline internet access at my address.

 

With that knowledge in mind, I initially contacted AT&T on October 26, 2013 to order AT&T High Speed Internet Elite - 6.0 Mbps be added to my existing AT&T Home Phone service.

 

Below is a summary of my recent communications with AT&T, to which I've been receiving conflicting responses regarding availability to internet access to my home address. 

 

     - On October 29, 2013, I received an acknowledgement from AT&T that stated, "Our records indicate that [home phone] service already exists at the address you provided so your order could not be processed. To complete your order, contact AT&T and let us know if you are changing the existing service or want to set up additional new service at the same address.

 

    - On October 30, 2013, I contacted AT&T customer service at the above number, and the representative told me that DSL service was not available at my address and could not be added to my existing phone line. I challenged her by saying that according to the FCC, AT&T was among 4 or 5 communications companies that offer both wireless and landline internet access at my address [info from the FCC included a coverage map showing my address was covered]. Her response was "your address may be covered, but we (AT&T) are limited to a bandwidth quota in your area, so we are not accepting any more customers. Someone in your neighborhood would have to cancil service in order to accept you."

 

I realize that randomn customer service calls are monitored for quality, but suffice it to say that given my background at the Department of Justice, I knew I was being snowed. Thus, not wishing to further challenge a lower level customer service rep who obviously had to get guidance from someone else, by putting me on hold to get advide, I gave up on getting AT&T DSL.

 

     - On October 30, 2013, I got this email response from AT&T. "Thank you for your recent AT&T order. Your order number is: ****. The following is the status of the products on your order:  We are sorry, but at this time we are unable to provide AT&T High Speed Internet Elite - 6.0 Mbps AT&T High Speed services at the address you requested."

 

Instead of geeting mad, I took another - calmer approach. I applied for U-verse internet only coverage. Here is where my communications with AT&T get seriously confusing with conflicting responses from AT&T. My initial contact to have U-verse internet at my home reflected that not only was the service avialable, but an installation appointment was initially set up by AT&T. I even contacted a AT&T service representative by chat to get clarifycation that my installation appointment was still valid.

 

     - Later on October 30, 2013, I placed an order for the U-verse AT&T Internet Max Plus promotion. I received this acknowledgement from AT&T, "Thank you for your recent order. Your order number is: ****. Your request for AT&T Internet Max Plus has been received. It will be processed within 24 hours. You will then receive another email with an updated status of your order. Your mailing address is: Your service address is:

 

I also received confirmation of my four digit passcode on October 30, 2013. To me, this was my first indication that service was available at my location.

 

     - At 2.24 PM on October 30, 2013, I receive this email from AT&T titled "AT&T STI Order for [My address]." I interpreted this email to be confirmation that there was no problem with my order, because the content was: "Below is information regarding your digital services purchase. You will find the original installation instructions from the time of your order. If you already have an installation plan, it is not necessary to repeat this process. Please note, changing the original service order may delay the installation of services and could result in a loss of any special promotional pricing. Before contacting AT&T, please note processing takes 24-48 hours. At this time you will receive an order status e-mail notification. Also, it may be necessary for an AT&T representative to contact you before your order can be completed.To help you better understand your U-verse charges, for your first two billing cycles you will be sent a personalized video explaining each section of the bill. It will not replace your normal bill, which you'll still receive. For instructions on processing your bonus ($100 Reward Card*!), please click her. To view your order, download rebate forms or for general customer support please visit us at www.activationcenter.com.

 

This email also included a detailed summary of my order to include a breakdown of charges.

 

     - At 6:35 PM on October 30, 2013, I received final confirmation that processing of my order was complete to include a U-verse account number. To wit: "Your AT&T order number is:  Your account number is: 1xxxxxxx5. Your request for AT&T Internet Max Plus is complete.

 

Your AT&T Internet Max Plus installation is scheduled for 9:00 AM-11:00 AM on 2013-11-13. An installation technician will be dispatched to your residence, someone over the age of 18 must be present on the day of installation. Please be sure that dogs and other animals are securely confined and that gates are unlocked so that the technician may have full access to your property; otherwise your service activation could be delayed.


Since you are a new U-verse customer, we will be sending you a personalized video bill for your first and second bill cycles. This video will explain how to read each section on your bill, including any prorated and one-time charges. Note: The video will be emailed to you within 48 hours after you get the 'bill ready' notification email from AT&T.

 

     - At 9:27 AM on October 31, 2013, I chatted with AT&T Representative Aishwarya to get clarification and confirmation that my installation appointment was still good for November 13, 2013. Aishwarya's documented response was, "I have gone through your records and I would like to inform you that the appointment is scheduled on Nov 13, 2013.

 

I thought that at this point all I had to do is wait for a reminder from AT&T that a technician was on the way to do a Professional install. However, at 2:57 PM on October 31, 2013, I get yet another conflicting email from AT&T that states, "We've Completed Your AT&T U-verse Address Validation Request 5xxxxxxxxx8. Thanks for your recent interest in AT&T U-verse. U-verse in not yet available at [your address].

 

I sent this reply to that last email.

AT&T U-verse Services Representative,

 

This is OUTRAGEOUS!

 

Based on several emails I have on file from AT&T, plus a chat session with an AT&T U-verse Representative, to include an email from AT&T changing my installation date. Not to mention contacting the Federal Communications Commission (FCC) to determine which internet service providers have coverage in my area, you NOW inform me that service is not available.

 

I find that beyond hard to believe.  In fact your noted validation request number **** is no number I've seen documented nor a validation request I made. 

 

The chat message dated TODAY confirmed that the service was available, and that my installation appointment was scheduled for November 13, 2013.

 

I expect your service technician to be here between 9 and 11 AM to install my service, or I have no alternative but to file a complaint with the FCC against AT&T for refusing a customer without just cause.

 

All documentation I've seen thus far from FCC shows that AT&T is among several internet service providers offering service at my address. To have an AT&T representative tell me by phone that "Well the service may be available, but we have run out of bandwidth in your area, so we are not accepting any more customers," is certainly something the FCC would like to know.

 

ROBERT

Major, U.S. Air Force-Retired

GS-12, U.S. Department of Justice-Retired

 

In conclusion, I'm familiar with how to file both an informal and formal complaint with the FCC against AT&T for refusing me high speed internet access without a resonable explantion outside of "your address may be covered, but we (AT&T) are limited to a bandwidth quota in your area, so we are not accepting any more customers. Someone in your neighborhood would have to cancil service in order [for AT&T] to accept you."

 

Before I file a complaint against AT&T with the BBB, and the FCC, I was advised to seek resolution with the communications service provider.

 

Since, AT&T makes it difficult for consumers to find the appropriate department that adjudicates consumer complaints, I consider this post [communication] with AT&T to suffice as contacting AT&T for resolution before I persue a complaint via the BBB and FCC.

 

I ask any moderator to please, assist me or point my concerns to the appropriate management level at AT&T, so that I either get the service I ordered installed on the date promised, or a reasonable and rational explanation why I can't have service despite having documentation from AT&T to the contrary.

 

 

[edited for privacy]

Where is the Department in AT&T that handles - resolves complaints.

[ Edited ]
1,004 views
13 replies
(0) Me too
(0) Me too
Post reply
Replies
(13)
0
(0)
  • Rate this reply
Nov 1, 2013
0
(0)
ACE - Expert

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can look at your address and tell you for sure whether they can get you service or not.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Where is the Department in AT&T that handles - resolves complaints.

977 views
0
(0)
  • Rate this reply
Nov 1, 2013
0
(0)
Community Manager

Hello indythinker,

 

I'm very sorry for all the issues you're having with ordering AT&T Internet service. Like BeeBeeSA suggested, please send us a private message by clicking here, in order for one of our U-Verse specialists to be able to help you, we'll need to get some personal information and for your protection we can't ask for it publicly.

 

Please let me know if you have any questions.

 

Thank you,

Dmitriy


Community Manager

Rethink Possible

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution".

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Where is the Department in AT&T that handles - resolves complaints.

940 views
0
(0)
  • Rate this reply
Nov 18, 2013
0
(0)
Tutor

Thank you for the advice BeeBeeSA,

 

My apologies for taking so long to respond, but my situation and experience has gotten so much worse that I need to post and update to Where is the Department in AT&T that handles - resolves complaints.

 

I will send a Private Message to the ATTU-verseCare Community Specialist team referring to my total experience, and IF it can be resolved or not. 

Re: Where is the Department in AT&T that handles - resolves complaints.

790 views
0
(0)
  • Rate this reply
Nov 18, 2013
0
(0)
Tutor

Thank you for your response and the link Dimitry,

 

I'm more than willing to work this out with a U-verse specialist, but my situation and experience has become so much worse that I must post and update to  "Where is the Department in AT&T that handles - resolves complaints."

 

The reason is that I have been in contact with various U-verse specialist plus AT&T's customer service contractor the Customer Service Team at Acceller/Digital Landing, and my next installation appointment has been rescheduled for December 2, 2013.

 

Please refer to my update.

Re: Where is the Department in AT&T that handles - resolves complaints.

791 views
0
(0)
  • Rate this reply
Nov 18, 2013
0
(0)
Tutor

UPDATE AS OF Monday, November 18, 2013

 

-     On November 4, 2013, I received the same email from AT&T titled, “AT&T STI Order for 2357. My order summary was the same as the one received by me at 2:24 PM on October 30, 2013.

 

-     On November 5, 2013, I received this message from whom I assumed was AT&T Customer Service titled, “AT&T Order Status – Installation Appointment (Ticket #7XXX0)” to wit: “Dear Robert, Thank you for contacting us! We recommend that you contact AT&T directly and speak to the installation department to confirm your appointment at 800-ATT-2020 (1-800-288-2020), if you haven’t already. We apologize for any inconvenience this may cause you, however to protect your privacy most providers will not allow us to speak on behalf of the customer.  Sincerely, Customer Service Team. Acceller/Digital Landing

 

Note: Looking up Acceller/Digital Landing on Google, this was the first time I realized that AT&T (among most every other US communications provider had outsourced their Customer Service responsibilities and accountably (well lack thereof) to a contractor.

 

-        On November 5, 2013, I sent this response to Acceller/Digital Landing

"We recommend that you contact AT&T directly and speak to the installation department to confirm your appointment."

 

I'm now more confused than when I contacted you. I was under the impression YOU were AT&T Customer Service. Regardless, I will do as suggested above to try scheduling an installation appointment, since obviously the various departments within AT&T plus their Customer Service contractor either cannot or do not communicate with one another.

 

"to protect your privacy most providers will not allow us to speak on behalf of the customer."

 

Ditto above, I was under the impression YOU were AT&T Customer Service.

 

Quite frankly given the run around that I've gotten from AT&T thus far, and yes I include your response as the run around, I prefer to not speak with anyone at AT&T by phone unless it is recorded for quality assurance and customer service orientation.  I have a feeling that when I contact YOUR AT&T Installation Department, I'm going to be told that the service I ordered is not available in my area.

 

Should that be the case I need to know WHICH DEPARTMENT at AT&T adjudicates consumer complaints. Translation: someone at AT&T who is held accountable for consumer complaints (before a customer goes to the Better Business Bureau (BBB) and Federal Communications Commission (FCC) with a complaint about [lack of] customer service and [consumer protection]).

 

If my installation appointment is not scheduled on one of the two dates previously mentioned to me, and documented by me, does not happen, I seriously intend seeking help from the BBB, FCC, and any of the various watchdog groups, like Speed Matters, that are sincere about getting every American access to affordable high speed internet.

 

Speed Matters is a project of the Communications Workers of America to support policies to bring affordable high speed Internet to all Americans.

 

Failure by any representative of AT&T (directly or indirectly) to guide a customer to a complaint resolution department (usually found within Customer Service in most legitimate companies) shall suffice to satisfy the BBB and FCC requirement that a consumer first TRIED to satisfy a complaint with the company involved BEFORE elevating the complaint.

 

ROBERT{Personal content removed for your safety}

 

-        As further proof to me that the Customer Service Team at Acceller/Digital Landing (AT&T’s outsourced Customer Service contractor) and AT&T installation here in our local area where not communicating with each other (no pun intended),  I get a home phone call from a Floor Supervisor that I believe is a Acceller/Digital Landing employee. He apologized that AT&T needs to negotiate yet another change in my installation date, because the date and time most recently given me by AT&T was not available. This was the third appointment change initiated by AT&T and its contractor Acceller/Digital Landing. He asks me if November 16 between 1 and 3 PM was OK. I told him that as long as the service was installed, I could wait a little longer.

 

-        On November 14, 2013, I receive this email titled, “Your U-verse Installation Day is Almost Here,” from the AT&T U-verse Team. “YOUR ORDER DETAILS: Account Number: 1XXXXXXX5. Installation Date: 11/16/2013. Estimated Technician Arrival Time: 13:00 – 15:00.

 

The Beat Goes On

 

     My installation appointment was originally set for 11/12/13, AT&T changed it to 11/13/13, and again changed it to 11/16/13. The AT&T installation tech finally arrived on 11/16/13. He told me that he had to run a new (I believe) fiber optic cable from the street (2357) to my house replacing my old phone line.

 

After spending about 3 hours doing this, he was not able to get a DSL signal, so he contacted a wire-man to assist. When the day was done, I was told that AT&T had to deny me service, because my address was too far from the DSL signal (about 5000 feet).

 

I contacted AT&T's outsourced Acceller/Digital Landing Customer Service to complain about the waste of not only my time, but the time and hard work put in by our local AT&T technicians. When I got on chat with yet another Acceller/Digital Landing Customer Service representative he tells me "Congratulations, your home phone and address qualify for access to our fiber option communications capabilities that have been extended to your remote area."

 

The impression that I get is that AT&T's outsourced Customer Service contractor  - Acceller/Digital Landing IS NOT effectively communicating with the AT&T installation entities and technicians here in the U.S. of A. That said, I have no problem with AT&T taking American customer service jobs and shipping them off shore, but when this BREAKDOWN IN COMMUNICATION (again no pun intended) leads to incompetence and inefficiency for both AT&T and consumers as a whole something has to be done.

 

Latest Status:

 

-        On November 17, 2013, I contacted AT&T’s Customer Service contractor to request that my order be changed from professional install to self install by me. Research that I did on AT&T’s self installation website provides user friendly guidelines on how to either connect the AT&T modem/router through an existing phone line for existing AT&T home phone customers or connecting wirelessly for new customers who do not have AT&T home phone service.

 

I consider that if my AT&T Home Phone service will not provide me access to a DSL connection then I should be considered as not having AT&T phone service. I should be able to connect my modem wirelessly to the AT&T network.

 

-        Later on November 17, 2013, I received this email from AT&T Services titled, “Install Date Changed for your AT&T Order 2XXXXXXX9-2XXXXXXXXXXXX6 . Dear ROBERT, Thank you for your recent order. This email is to inform you of a change to your order install date.  Reference: AT&T Order Number: 2XXXXXXX9-2XXXXXXXXXXXX6. The installation date of your recent order has changed to 2013-12-02.

   
   

AT&T Web Sales Center, 888-573-4107
Monday - Friday: 8:00 am - MIDNIGHT EST

Saturday - Sunday: 10:00 am - 9:00 pm EST

 

Re: Where is the Department in AT&T that handles - resolves complaints.

[ Edited ]
788 views
0
(0)
  • Rate this reply
Nov 18, 2013
0
(0)
ACE - Master

I may be wrong, but I think you have "Acceller/Digital Landing"'s relationship with AT&T messed up.

 

I think you may have inadvertantly contacted Digital Life instead of AT&T on your original contact.  They will act as a reseller of AT&T's services and as such would attempt to offer you such service.  Such companies often attempt to hide that they are not, in fact, the larger company until such time as they've closed the inital sale.

 

I do not believe AT&T uses this company as an vendor for outsourcing customer support.  They have other companies for that.

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Where is the Department in AT&T that handles - resolves complaints.

751 views
0
(0)
  • Rate this reply
Nov 19, 2013
0
(0)
ACE - Expert

I agree with Jeffer.  Seeing that the scheduled date is so far away click on the hyper link and send Customer Care another PM and let them know what is going on.  I know you have been told several things that haven't worked out yet, but I think it is in your best intrest to reach out to the dept. that I have seen get more issues resolved than any other dept.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Where is the Department in AT&T that handles - resolves complaints.

721 views
0
(0)
  • Rate this reply
Feb 19, 2014
0
(0)
Contributor

I would just like a phone number in which to call for a complaint department.  I am tired of getting the run around for the past two years with AT&T.

 

I do not hav UVerse, so I would not want to be directed to a department that cannot help.  I would just like a person to hear a complaint concerning six phone calls today with only one helping me and the others specifying that they could not, nor would they because I didn't have an account number to reference to.  Even though I gave them every other method to verify my credentials (i.e. offline account passcode, offline and online security questions (all three), and network password).  Nope, I cannot assist you.

 

Asked five times for a manager, and the representative on the other end kept saying yes I will put you through to a manager, only to have him come back with no manager.

 

All I wanted to do was pay a bill...Doing the right thing because I had yet to receive a bill.  Imagine that, I'm doing the right thing and AT&T customer service will not assist.  

 

NOT ACCEPTABLE.

 

Looks to me that AT&T has the most perfect method of handling conflict resolution or any serious issues, like a guy trying to pay a bill that wasn't sent through the appropriate billing selected (paperless billing).

 

What ever happened to the SERVICE part of customer service.

 

Pathetic.

 

AT&T community forum, please reply with a specific telephone number, not a link to click on to satisfy your needs.

 

I am in need of a person on the other end with a device that is being recorded, not a chat session, not an informal email, PERSON.

 

Thank you

 

dedington

Re: Where is the Department in AT&T that handles - resolves complaints.

437 views
0
(0)
  • Rate this reply
Feb 19, 2014
0
(0)
Employee
Billing is available Monday to Friday 8 am to 5 pm, local time.

http://www.att.com/econtactus/callUs.jsp

1-800-288-2020

For comments or address specific concern, please send a PM to Uverse Care team.
Include all information, name, account #, best time to reach you at what number, issue involved
This group will forward your request to the appropriate department, with response normally in two to three business days, excludes weekends..
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Where is the Department in AT&T that handles - resolves complaints.

429 views
0
(0)
  • Rate this reply
Feb 20, 2014
0
(0)
Tutor

I completely understand your situation. Check out my post for my detailed report on AT&T's horrendous customer service, including their "Pass the Buck" system of blaming other departments, refusal of Supervisors to return phone calls, cancellation of orders, and a variety of misinformation and more from inept, poorly trained employees.

Re: Where is the Department in AT&T that handles - resolves complaints.

401 views
0
(0)
  • Rate this reply
Feb 20, 2014
0
(0)
Contributor
@ my thoughts. As an AT&T employee, you should already understand that the 1-800-288-2020 gets you nowhere. As for PM to Uverse Care team, I do not have Uverse and if there was any other internet provider around that would be of service where I live (in rural area), trust me, I'd already be there.

Thank you for the standard AT&T comment.

Re: Where is the Department in AT&T that handles - resolves complaints.

375 views
0
(0)
  • Rate this reply
Feb 20, 2014
0
(0)
ACE - Master

The correct phone number for dealing with AT&T (especially if not Wireless or U-verse related) depends on where you are.  The link that my thoughts provided would get you to a page that can get your location and give you the correct phone number for it.

 

AT&T is a huge company with stupid, huge company rules and policies and draconian penalties for employees who do not follow policy.  Some of the policies have reasons and some of them don't.

 

Have you ever tried to deal with the DMV without the right piece of ID.  No, not logical ones, just the right ones.  An example: The DMV wanted proof of residency from my son who lives at home.  The only entity that sends him mail that was acceptable was the bank who sends him a quarterly statement.  The nincompoop said that she could only accept the statement as proof if the start date of the period covered by the statement was less than 90 days ago.  It's a quarterly statement, you can never get one that has a start date less than 90 days ago.  However, we could go to a local bank branch, give his account number and get the branch manager (who had never seen my son before in his life) to write a letter stating that my son was a resident at the address; that was good enough.  His voter registration card was not good enough for the DMV for this purpose.  However, his voter registration card would be enough proof of residency to vote.

 

Yes, AT&T is not the government, but they're about there.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Where is the Department in AT&T that handles - resolves complaints.

[ Edited ]
372 views
0
(0)
  • Rate this reply
Feb 22, 2014
0
(0)
ACE - Professor

dedington wrote:
@ my thoughts. As an AT&T employee, you should already understand that the 1-800-288-2020 gets you nowhere. As for PM to Uverse Care team, I do not have Uverse and if there was any other internet provider around that would be of service where I live (in rural area), trust me, I'd already be there.

Thank you for the standard AT&T comment.

Do you have internet only, or with a landline as well?

 

If you have a landline, that phone number is your account number, which should allow you to make your payment over the phone.

 

If you have internet only, it's a bit trickier. I'd recommend contact Customer Care using the link below. That will be the most efficient way of tracking down your account number and making your payment.

 

How long have your had the internet? It's possible you haven't received a bill because one hasn't been generated yet...that is, if you have new service.

 


https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Where is the Department in AT&T that handles - resolves complaints.

332 views
Share this post
Share this post