Bad Customer Service...That is an Understatement

SarahMR · ‎09-15-2011

I called the AT&T billing department today to discuss my bill and a reconnection fee and I have never in my life been talked to in a manner that I was spoken to today by a “Manager” with a company that I am a customer of and choose to do business with.

I have been using the AT&T Uverse service for about 2 years now and have never had a problem with it. For the last two years I have paid my bill on the same pay cycle and have never had a disruption of service. Last month my services got disconnect and I was charged a $60 reconnection fee which I was able to get waived and was very thankful for that. However, 4 days later my service was disconnected again with another $60 reconnection fee. So this morning I called to have somebody explain to me if something had changed with billing so that this would not happen again since I have been paying on the same paying cycle since I have had the service. Also, I wanted to find out why nobody discussed my bill with me when I had just spoken to them 4 days ago. I would think that if they were about to cut my service off they would of informed me when I called them.

When I spoke to a rep in Billing she said she would not be able to waive the disconnection fee and that I would need to speak to a manager. When her manager got on the phone she immediately started yelling at me and lecturing me about paying bills. I found this very inappropriate and uncalled for. After the start of our “conversation” I no longer was thinking about the $60 reconnection fee but the horrible customer service I was receiving. I couldn’t believe anyone would talk to another person like this especially to a customer. I then asked her if I could talk to someone in customer service and she said there was no one for me to speak with in customer service (this is untrue because they have a whole department devoted to customer service) and that she was the only person at AT&T to speak with and that if I wanted to make a complaint I would be mailed a survey in the mail. I then asked her who I would need to speak to about ending my services and she said she would take care of that. All of this over $60? Really? I am now on the hunt for a new Internet/Cable provider that cares about their customers if there are any suggestions.

jimgfitzgerald · ‎08-23-2010

You didn't say why your service was disconnected. Were you late paying your bill? Pay your bills on time and you don't have these problems.

ATTAlexCM · ‎12-05-2005

Hi SarahMR,

Welcome to the Community and sorry to hear about the recent experience. I would like to help. Since this is account specific, please look for a follow-up Private Message with additional information.

Regards,

Alex

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Rethink Possible
Private Message (ATTCustomerCare for account specific help)

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Woody426 · ‎09-20-2011

Move on, fun as fast as you can. The only way to have AT&T improve their customer service is to hit their bottom line.

RCSMG · ‎12-10-2007

I have been an ATT sub for over 2 1/2 years and even though there have been a few issues overall the service has been great. Like any other service ATT has it's issues with service and csrs so your results may vary. I don't see going to any other service provider.

guessd · ‎12-06-2011

I have had TERRIBLE customer service since August of this year.

My son called to transfer DSL service since he was moving to another address. Upon moving, a new acct # was given. Several days had passed and his internet was not working, so he called for tech support. A tech was sent out and never showed. My son called back to see why the tech didn't show up at appointed time. He was told the tech did show up. Another tech was sent and again, no show. When my son calls to find out what's going on, he was informed the techs showed up at his OLD address. He then gave his new address again.

He receives 2 bills in September. One for the old acct and one for the new acct. He calls to find out why he received 2 bills. He goes through the whole story of him calling to transfer, 2 techs called but went to wrong address, and now the 2 bills. He is assured the old acct will be credited and closed.

Long story short, I call Dec. 1 because it is still not corrected. I am assured, as I have been the last 2 months, that the old acct will be credited and closed. Although my son has paid the bill by calling in and using his debit card, I finally decide to register the acct so I can keep a check on it. Yes,heI should have done it from the beginning, but he didn't.

I log on to register the acct only to find out it has been closed. Some incompetent person closed the wrong acct, therefore, my son has not had internet service.

This has been going on since August of this year. This is ridiculous. I have paid almost $120.00 too much because of the mix up of those imcompetent people. If you tell me you are going to credit off charges and close an acct, that's what I expect you to do.

When my son and the roommates can find new another internet provider in their area, ATT will be dropped, and I hope to NEVER deal with them again. This has been the worst case of customer service I have ever dealt with.