Terrible customer service

[wgblack]

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.

First agent:
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.

Second agent:
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.

Third agent:
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.

Fourth agent:
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.

[oufanindallas]

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.

To check for their reply, click the little blue envelope.

[RCSMG ACE - Master]

I agree with OUs suggestion.  Send Customer Care a PM so that you can get your issues resolved to your satisfaction.

[medmiston123]

I agree! I have had the worst experience ever with ATT! First, they were a week late installing my Uverse services, then they over billed me $200+ dollars on my first bill, then when it was time to claim my "Free" WiFi enabled device I discovered that they "forgot" to add the reward to the account! Now, after speaking to 3 different departments, they tell me "Sorry this was a birthday present for your son and this is the only reason you bundles service in the first place, but we messed up and it's going to take a month to fix the issue"! Unacceptable! I have had AT&T in the past and they have ALWAYS had the worst billing issues I have ever encountered and after coming back to them after several years of being with another service provider, things have not changed a bit! Now I remember why I left and have a right mind to pay the disconnection fee and switch to another provider again. It is just not worth all the hours I spend on the phone trying to resolve issues with them each month. And it never stops. It was EVERY MONTH the last time I had their service and I have had to call in over 8 times since April 2013 Already!