07-28-2012 10:33:19 PM
I am writing because I feel compelled to express to you the extremely bad customer service that Ihave been provided thus far from the AT&T uverse representatives. I have used AT&T in the past when the service was available and when we recently moved we were excited to move back to your service. However, this has been the worst 3 weeks of my life.
Since we have had the service, I have been on the phone for over 8 hours. Initially, when we signed up for the service, we were given an install date that was 3 weeks out; we talked to one of the representatives on the phone and was told that if I cancelled my order, she could move my install date up to 4 days away. So, I cancelled my order and I was told that we would have to sign up for the u300 plan for an additional $5 month in order to have that install date. I am not sure how the plan details affect the install date, but I agreed because I was not happy about the 3 week waiting period. So, the date of the install comes and I get off work early to meet the rep. The time slot passed and no one came; after calling customer service, the rep tells me that we currently don’t have any plans on our account and that no install date existed, so I had to place my order again. Finally the install date comes around and the install agent says that we don’t have any wireless on our account, only internet.
After yet another call to the customer support line, I got it setup on our account. After the rep leaves I determine that our DVR does not work; again, I called the customer server center and after 2 hours of trouble shooting they determine that the box is defective and a new one needs to be sent out. After 2 days it arrives, but the box is no longer the wireless box that we had, it is now the old style DVR box that is not wireless, but I am afraid to return it because I do not want to get another defective box.
Then, the issues with billing started; I get our first month’s bill and it is almost $400. After calling the rep, it is determined that I never signed up for any “specials” and that we purchased everything for a 12 month contract at no discount so in fact the 400 dollars is our correct monthly cost; he tried to get me a “deal” by reducing the bill 10 dollars a month. After another hour on the phone, and 2 representatives later, I got a price of $100 a month for 6 months. This still did not compare to the $85 a month we were promised when we FIRST signed up with at&t initially, but I didn’t have anything in writing so I could not prove that I was promised that price when I first signed up.
I am not sure what happened internally to the uverse team, but there have been so many times in the last month that I have had issues with your company that I certainly do not plan to continue after our plan is up for renewal.
I hope that you can address these issues with all the different aspects of your customer service, from billing, to installation, to communication through all your departments because I hope that no one else has to go through the pain and hardship that I have gone through this last month. If you would like to contact me, I would be more then happy to explain my issues to you because this has been so frustrating.
09-10-2013 09:04:29 PM
yes i spoke with a manager today to disconnet. they are HORRIBLE with billing they have been charging me reconnection fees for months and my internet was not disconnected. i hate i ever started with them. if i were you i would go else where for services. their customer service is horrible!!!
09-10-2013 09:18:13 PM
also when i spoke to the manager she stated i would be able to pay online at any time since i have asked to not reconnect. now that i'm trying to log on the site wont let me. lol stating my acct has bee suspended or deleted. Which I think is stupid since i was told i could pay online and i need to view my bill. so now i have to wait for them to send me my bills. not to mention the she lied! i am furious with these people they are charging $36 for a reconnetion when the internet was never disconnected! and its wireless i don't even have to return the modem, so then why am i paying you to push a button! to supposedly reconnect? I mean they don't come out and disconnect anything they are just pushing buttons. and the funny thing is I have been with att mobile since 2006 which should count for something because its att. the mobile part is GREAT they have very good customer service but uverse it takes 3 calls to get a hold of someone because their system keeps disconnecting or an agent doesnt; know how to transfer calls! and they don't call back! they may as well be prepared to loose a lot of customers. if anyone are thinking of trying uverse internet etc. out I would say look else where first unless your desprate and dont plan to be with them long because they will jack your bill up.
09-14-2013 11:44:13 AM - edited 09-14-2013 12:35:39 PM
Click on the hyperlink in my sig and send a PM to Customer Care. They are an escalation team that is higher than regular Customer Service, who can get this resolved for you. Send them a PM with your info and your issue and they will be in touch with you. Watch the little blue envelope at the top of the forum page for message notification, as they will reply to you via PM as well. Their hours are 7am to 11pm Monday through Friday.