AT&T is terrible with customer service! [ Edited ]

[jthreadsmith1]

I feel your pain! Take the advice of someone who has been down that path of no return and drop AT&T now!!  I have been through a living nightmare for 5 months since I tried to set up a simple, bundled land line and internet service. It has been the worst customer service experience of my life. It seems that no AT&T representative can actually fix the multiple billing and service issues/errors they have made.

The fun began when I registered for service and AT&T set up 2 accounts for me instead of one. It took an entire month before I actually get a working phone and internet service in my house.  Four installers came out within a week to install the same phone line as if they were the first and only one. None showed up at the time I had scheduled an appointment.  Despite my many phone calls to get this fixed, I was billed for a phone line I didn't have and overcharged for the services i originally agreed to for 4 months. I still continue to receive surprise bills for thingsthey have previously assured me are billing errors they have corrected.  I have written 3 letters to AT&T asking for a response but have never received the slightest acknowledgement. (However they didn't hesitate to cash a check that was included with one of the letters.)   If I added up all the time I have spent with countless AT &T representatitives trying to straighten out this mess, it would equal more than a 40-hour work week.  Sometimes I speak to a wonderful representative who finally gets it and works through all the issues. They tell me that everything has been corrected. But it never is, and the next rep I speak to has no record of the conversation or the corrections that were supposed to be made. 3 weeks ago a rep. told me that due to AT&T billing errors, they actually owed me and I wouidn't have to pay anything for a couple of months. She said they would credit the amount overpaid back to my account.  Instead, I received a SERVICE DISRUPTION NOTICE from AT&T's "Fraud Management Organization" (!) for charges I had never been billed for, I called about it and was transferred or told to call other AT&T departments 7 times,  I was on the phone 1 hour and 40 minutes and spoke with 7 different people. Each told me they were not the right department to solve my problem.  One person said she would transfer me to customer service, but she sent me to a nasty man in Collections instead. The next person was transferring me directly to customer service but instead I was disconnected. No one ever has access to information that the last person had on their screen about my account. 

All I'm working towards now is getting my account reconciled and accurately reflecting that it is paid up.  The moment that happens and they can no longer threaten my credit record or hold my family hostage for payent, I am shutting down this account and never looking back. 

When I was deciding on a phone and internet service provider, a freind said that everyone she knew said AT&T had the worst customer service of all.  How I wish I had listened to her.

[Subject edited as new thread was created] - moderator

[dhascall ACE - Professor]

Unfortunately most of us do not have the issues that you re referring to.  There are approximately 4 million subscribers to U-Verse and we may see a handful of folks who have legitimate problems, reporting them here.  Problems are not fun to have but often those who are having issues (and even some troublemakers who are not), run around with "the sky is falling," "AT&T is evil" and other such rhetoric.

Have you sent a PM to Alex?  He should be able to assist you, especially with billing concerns. 

For trouble with technical concerns, please contact David.

[Blabber and Smo…]

There are probably millions of AT&T customers who experience the same issues.
They just don't post here.
I have had ongoing issues with AT&T service and customer service for months and just decided to start posting today.
I have received no help by phone, online, chat or PM.
I couldn't use <keep it courteous> as a username. It was already taken.

[dhascall ACE - Professor]

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Blabber and Smoke wrote:
There are probably millions of AT&T customers who experience the same issues.
They just don't post here.
I have had ongoing issues with AT&T service and customer service for months and just decided to start posting today.
I have received no help by phone, online, chat or PM.
I couldn't use AT&T swallows as a username. It was already taken.

---

Since U-Verrse only has four million customers, I doubt that the numbers is in the millions.  But since you are the expert here, you probably know more than most.

Again,I find it laughable when someone states that they have had an issue that goes on for months.  AND you haven't gotten any help via Private Message (which is on this forum)  and today is your first day on said forum? Okay.  Whatever.,

There are some folks who do have issues, as with any provider and then there are folks who are blabbering with smoke and mirrors, lol.

[oufanindallas]

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Blabber and Smoke wrote:
There are probably millions of AT&T customers who experience the same issues.
They just don't post here.
I have had ongoing issues with AT&T service and customer service for months and just decided to start posting today.
I have received no help by phone, online, chat or PM.
I couldn't use AT&T swallows as a username. It was already taken.

---

That is too funny.  Since AT&T UVerse ranks in the TOP 2 for television service I seriously doubt your statement is even remotely true.   99% of UVerse customer have no issues with their service or billing.  While I'm sure there are legitiment complaints on this forum, I'd venture to guess a vast majority are too far fetched to be plausible, let alone possible.

[RCSMG ACE - Master]

---

jthreadsmith1 wrote:

I feel your pain! Take the advice of someone who has been down that path of no return and drop AT&T now!!  I have been through a living nightmare for 5 months since I tried to set up a simple, bundled land line and internet service. It has been the worst customer service experience of my life. It seems that no AT&T representative can actually fix the multiple billing and service issues/errors they have made.

The fun began when I registered for service and AT&T set up 2 accounts for me instead of one. It took an entire month before I actually get a working phone and internet service in my house.  Four installers came out within a week to install the same phone line as if they were the first and only one. None showed up at the time I had scheduled an appointment.  Despite my many phone calls to get this fixed, I was billed for a phone line I didn't have and overcharged for the services i originally agreed to for 4 months. I still continue to receive surprise bills for thingsthey have previously assured me are billing errors they have corrected.  I have written 3 letters to AT&T asking for a response but have never received the slightest acknowledgement. (However they didn't hesitate to cash a check that was included with one of the letters.)   If I added up all the time I have spent with countless AT &T representatitives trying to straighten out this mess, it would equal more than a 40-hour work week.  Sometimes I speak to a wonderful representative who finally gets it and works through all the issues. They tell me that everything has been corrected. But it never is, and the next rep I speak to has no record of the conversation or the corrections that were supposed to be made. 3 weeks ago a rep. told me that due to AT&T billing errors, they actually owed me and I wouidn't have to pay anything for a couple of months. She said they would credit the amount overpaid back to my account.  Instead, I received a SERVICE DISRUPTION NOTICE from AT&T's "Fraud Management Organization" (!) for charges I had never been billed for, I called about it and was transferred or told to call other AT&T departments 7 times,  I was on the phone 1 hour and 40 minutes and spoke with 7 different people. Each told me they were not the right department to solve my problem.  One person said she would transfer me to customer service, but she sent me to a nasty man in Collections instead. The next person was transferring me directly to customer service but instead I was disconnected. No one ever has access to information that the last person had on their screen about my account. 

All I'm working towards now is getting my account reconciled and accurately reflecting that it is paid up.  The moment that happens and they can no longer threaten my credit record or hold my family hostage for payent, I am shutting down this account and never looking back. 

When I was deciding on a phone and internet service provider, a freind said that everyone she knew said AT&T had the worst customer service of all.  How I wish I had listened to her.

[Subject edited as new thread was created] - moderator

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I suggest you take DHs advice and sent Alex a PM to get help.

[sdpta]

I love the condescending tone here that goes ignored by the so-called leaders. I have also had a nightmare with AT&T U-verse. I posted here 4 days ago about my situation and no one responded. I tried to get U-verse for over 5 weeks before giving up after FOUR botched appointments. AT&T does not care about customer satisfaction or retention.

[texasguy37 ACE - Champion]

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sdpta wrote:

I love the condescending tone here that goes ignored by the so-called leaders. I have also had a nightmare with AT&T U-verse. I posted here 4 days ago about my situation and no one responded. I tried to get U-verse for over 5 weeks before giving up after FOUR botched appointments. AT&T does not care about customer satisfaction or retention.

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According to your message in the link below, you cancelled U-verse and had Time Warner installed.  At this point, what did you want to discuss?

http://forums.att.com/t5/General-Care-and-Support/Worst-Customer-Service-Ever/m-p/3040391

[dhascall ACE - Professor]

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sdpta wrote:
I love the condescending tone here that goes ignored by the so-called leaders. I have also had a nightmare with AT&T U-verse. I posted here 4 days ago about my situation and no one responded. I tried to get U-verse for over 5 weeks before giving up after FOUR botched appointments. AT&T does not care about customer satisfaction or retention.

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I do not consider a rebuttal to a confusing, rambling, irrelevant post, to be condescending.  The post is irrelevant because it is about AT&T landline and not U-Verse.  This is a U-Verse forum.  The Divisions within AT&T do not co-mingle and folks here can't help with that.

I am sorry that no one responded to your post here.  In checking almost every other post, it is requested that you contact Alex, via PM.  I'm sure that you saw that at least once or twice in this forum.  U-Verse is a good service.  Too bad that you were unable to get hooked up.

[sdpta]

I would have liked an address that I could send my letter to, or at least a sense that someone in the company actually cared about customer retention. Not sure why that's difficult to gather. Nor do I really understand why everyone who posts here is told to PM someone when it takes as much effort for those people to PM Alex themselves. Yet another hoop AT&T customers are expected to jump through... Yes, I do have Time Warner now, and have told at least a dozen people (and plan to tell more) about my experience with AT&T to help prevent others from wasting their time or money. But it's a shame that AT&T managed to ruin the respect I had gained for them over a period of 5 years. Anyway, I won't hijack the thread any longer, and hope that the original poster's issues actually get attention and sympathy from AT&T staff.

[oufanindallas]

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sdpta wrote:
I would have liked an address that I could send my letter to, or at least a sense that someone in the company actually cared about customer retention. Not sure why that's difficult to gather. Nor do I really understand why everyone who posts here is told to PM someone when it takes as much effort for those people to PM Alex themselves. Yet another hoop AT&T customers are expected to jump through... Yes, I do have Time Warner now, and have told at least a dozen people (and plan to tell more) about my experience with AT&T to help prevent others from wasting their time or money. But it's a shame that AT&T managed to ruin the respect I had gained for them over a period of 5 years. Anyway, I won't hijack the thread any longer, and hope that the original poster's issues actually get attention and sympathy from AT&T staff.

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The reason we suggest you PM Alex is because we are customers of UVerse and do not have access to account information and that type of information should be kept out of a public forum.  Alex works for AT&T and can get issues resolved when other means have failed.

[Cant-watch-TV]

I'm sure you are like me and only found this forum after you were totally fed up with support.  I have not been able to watch TV for the 8 weeks I have had the service.  I have had 9 techs in my home.  Still the same problem I had on day one.  I have had the RG replaced 3 times, all my boxes replaced, splitter replaced twice, all connects replaced...  Still same problem.  Have spent much to much of my life on hold with AT&T.  For sure have lost a long, long time customer.

[RCSMG ACE - Master]

People leaving one service for another happens regularly.  It would have been good if the techs could have resolved your issues but they didni't/couldn't.  I suggested contacting David because he and his staff have helped many many people who were in the same situation as you.

For the most part we are Uverse subs who have been around long enough to know what information to pass on in the form of suggestions, contact info, and instructions.  Hopefully you will have a much better experience with your next service provider.