12-06-2012 09:26:34 AM
If I don't get some sort of resolution I will be canceling my uverse service and returning to charter January 1 2012! Uverse has possibly the WORST customer support of any provider I have ever dealt with.
This occurred in September 2012, I lost service and called in to see what the issue was. I explained the situation and he said that I was behind in paying my bill. I reviewed all payments for the previous 9 months with the service person demonstrating that I did not owe anything until the end of September. His response was that "It didn't matter, I wasn't getting service restored until I made a payment." I asked to speak to a supervisor and he said "sure, just call back in" and he promptly hung up, this after a 30 minute wait on hold.
I did call back and talked to another agent, she again said that I was behind in my payments. Again I walked her through 9 months of bills and payments and she agreed, I didn't owe anything at that point. She could not make the correction and have service restored so she transferred me to billing.
Spoke with billing same thing initially believed I was behind in payments and finally saw that I wasn't really behind. She couldn't turn my service back on so forwarded me to the group that can restore service.
Again, initially said I was behind in payments. The difference now is he didn't care what billing or anyone else said I wasn't getting turned back on until I satisfied the erroneous payment due. Owed or not.
Needless to say I”m no longer a fan of Uverse.
12-06-2012 09:50:11 AM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.
12-06-2012 07:49:16 PM
I agree with OUs suggestion. Send Customer Care a PM so that you can get your issues resolved to your satisfaction.
05-16-2013 02:36:27 PM