I think you and everybody else that is a customer is already as close as they will let you get to telling anyone anything. I had the same problem but I was looking to provide an idea, and this area is the only written place to tell ATT what you think. Remember to try and be constructive.

Hi, I've been going thought the same thing. My u-verse system hasn't been working right for two months that includes my TV,Internet,and my Phone I have had three technicians come out to fix the problem and they did nothing. They will always give you a four hour time frame and they never showed up in that four hour time frame I have spoken to at lease 6 supervisors and they have lied to me and told me things that they were going to do to help me and never did them. They refuse to let me speak to a manager an could not give me a phone number were I was able to voice my complaint they will give me a web site to go to and I still could not find a place to

voice my complaint. Bottom line is that they don't care about there customers and there is no place you can go to complain about it.

This is truly incredible.  i just spent 30 minutes trying to figure out the same thing for the same reason, and ending up here.  Even this place is hard to find, register, and post to.  No "feedback" or customer service email address/link.... AMAZINGLY BAD. 

So every board like this i have been on has a company employee or two whose job it is to troll these commnets and address them as appropriate.. so i am calling out to you, the AT&T board {Please keep it courteous}, to tell us all how to actually send a message to somebody with "customer service" in thier job description???

As a footnote, this wasted 30 minutes is on top of the 3.5 hours i spent on the phone and then "chat" line, not getting the problems solved, so i can now spend 4 more hours waiting for a technician to arrive.  Maybe i will jump in the van and see if they can contact the mother ship from in there....

cant find an email address and every at&t person you talk to does not have one.  I thought about googleing the ceo or contact clark howard--he's pretty sharp.  We just got verizon fios in my neighborhood, will investigate their service.   All my neighborhood has had very poor service from AT&T..when it goes down I have no TV, phone, nor internet, they say they will credit me for a whopping $5 and never do unless I call them repeated times.  AT&T never wired the houses in my neighborhood, they used existing cable company wiring and now say they need to rewire at my expense.  poor, poor poor service and I use to work for that company....anybody know contacts let everybody know...they must know they stink

Good idea. Send a complaint to corporate. Let us know if it works.

I just registered for the purpose of actually making a topic to ask where I can send a complain letter. I've been looking around all over the site, and I just can't find it. This is pretty ridiculous, I've been trying to get phone and internet service since January, and when I finally get it a couple of days ago, it's not even what I asked for! ugh.

I especially love it when they tell you to go to the website when your internet connection is not functioning!

Can someone tell me why AT&T does not let you contact the company to complain?  I just read that AT&T plans to put a data cap on how much you can download in a month.  so on everyone's term of service they are taking a step backwards in their progress to go back into the 90s for internet bandwidth pricing.  Can someone please please please tell me who I can email or send a complaint letter to.

I found info for places to send customer complaints to: 

email: feedback@att.net

snail mail 1: AT&T Internet Services PO Box 203370 Austin, TX 78720-3370

{Personal content removed for your safety}

 Nevermind that AT&T is a publicly held company and the info is, by law, public (well, OK, not necessarily the email address)!

[Per Guidelines:  Keep it Relevant and Appropriate].

I been waiting a week for them to switch out one of my receiver box the first appointment they gave me they call me at 7:30 p.m and said the technician was a lil behide but of course the technician never call or showed up. so i call them the next day they gave me another apointment for that day. so i tell them by them giving me a last minute appointment if i have to leave i would call but that did'nt happen and again the technician did'nt show up. So today i come home from my class it a tag on my door knob where someone have came out and i did'nt know they was coming. So i call At&T and they tell me, what we could do is give you another appointment because the technician dispatch you out because he rung your bell and knock on your door and there was no answer.  I told her i don't have a doorbell because i took it down until i could replace the chime so he did'nt ring a bell he would have to knock. and you all act like we don't have nothing to do but wait on the phone peoples i'm in the process of looking for a new service. i could'nt find ant email address for the corp office 

File complaints

feedback@att.net

{Personal content removed for safety}

I tried to make a long-distance phone call yesterday morning and was unable to do so.  I received a message that stated "You currently have a restriction on long-distance.....".  The message was due to a bill that hadn't been paid.  (My fault and I'm sorry that I missed this.)  The message gave me an option to pay so I did so. The message also stated that the restriction would be lifted within 24 hours. The restriction still hasn't been lifted. I talked with 12, yes 12, people this morning and never got the problem solved. All saw that I paid my bill but each kept saying that it was another department's mistake.  My problem is still not fixed! I was with my mother while she was in Hospice for a month and I unfortunately missed a couple of bills. I've tried to email and it was returned to me!  I'm not spending three hours on the phone again. So frustrating!

Theirs a link to the BBB on the front page.  ATT will never listen or help us till their bottom line is threatened, their cash.  File complaints outside their company.  I would put money that any email or snail mail sent just gets tossed or deleted before any one even reads.  

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waccess wrote:

Good idea. Send a complaint to corporate. Let us know if it works.

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It doesn't.  Sent mine months ago and never heard back.

My certified mail receipt with proof they got it,  {personal content removed for safety}

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LeeWay77 wrote:

I tried to make a long-distance phone call yesterday morning and was unable to do so.  I received a message that stated "You currently have a restriction on long-distance.....".  The message was due to a bill that hadn't been paid.  (My fault and I'm sorry that I missed this.)  The message gave me an option to pay so I did so. The message also stated that the restriction would be lifted within 24 hours. The restriction still hasn't been lifted. I talked with 12, yes 12, people this morning and never got the problem solved. All saw that I paid my bill but each kept saying that it was another department's mistake.  My problem is still not fixed! I was with my mother while she was in Hospice for a month and I unfortunately missed a couple of bills. I've tried to email and it was returned to me!  I'm not spending three hours on the phone again. So frustrating!

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Hi leeway, 

You shouldn't have had to spend 3 hours on the phone to get this resolved and I definitely don't want you to do that again. I know firsthand how stressful having a sick family member can be and having to deal with a poor support experience doesn't help at all. I hope your Mom is feeling better. 

Will you please send me a private message with your name, account number, phone number and the best time to contact you. I will have someone call you directly to make sure this is taken care of. 

Don't know what, if any good it will do but I'm sending my complaint letter to the following, including posting it on this forum.

AT&T Corporate Headquarters
208 S. Akard Street
Dallas, TX  75202
 
AT&T Customer Relations
175 E. Houston Street
San Antonio, TX  78205
 
Randall Stephenson, AT&T CEO
<personal information removed>
alternate phone: 210-821-4105 (headquarters, press 3, ask for Mr. Stephenson's office)
175 E. Houston
San Antonio, TX 78205

Hi Sarah, 

I saw your post in the DSL board and know you're frustrated. I've responded to that thread, if you'll please take a look. 

We have had the worst experience with AT&T and THIS IS THE LAST STRAW! 

We terminated our service on Oct. 28. But AT&T obviously was negligent, because they didn't cancel our service at all. We were automatically drafted this month for a service WE DON'T EVEN HAVE ANYMORE. WE HAVE DIRECT TV NOW!!!

We called AT&T, and after four hours of trying to find a "real person" and waiting, the best they could do was mail us a check to reimburse us?! UM NO. 

Because of YOUR NEGLIGENCE, AT&T, our checking account has several overdraft fees. How dare you! Shame on you. 

"Our reputation for doing the right thing is one of our most valuable assets. Our customers believe in our products and services, and they trust us. It’s up to each of us, every day, to protect that trust. Living up to the highest standards of honesty, integrity and respect is the most important commitment we can make – to each other, our customers, our business partners and our shareholders."  Your Code of Business 

Do you even believe and practice this? If so, we want you to right your wrong. We don't merely want a check in the mail. We want you to fix this. It's YOUR responsibility to pay the overdraft fees as well.

According to your Corporate Profile, "As we continue to break new ground and deliver new solutions, we're focused on delivering the high-quality customer service that is our heritage." We hope you honor your so-called "high-quality customer service" since we haven't gotten it up to this point yet. 

My husband is the nicest man in the whole world, and he is LIVID right now. He's driving to the local store and camping out there until someone does something. 

AT&T, WILL YOU RIGHT YOUR WRONG? WILL YOU PRACTICE GOOD BUSINESS ETHICS? BECAUSE IT'S NOT ETHICAL, AUTOMATICALLY DRAFTING OUR ACCOUNT AFTER WE'VE CANCELED OUR SERVICE. NOW, WE ARE LEFT WITH OVERDRAFT FEES BECAUSE OF YOUR NEGLIGENCE. DO SOMETHING IF YOU HAVE ANY BUSINESS INTEGRITY!

I'm very sorry that you were billed after your service was cancelled. If you will please send me a private message with your name, account number, phone number and the best time to contact you I will have someone call you.

To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

I have some information for everyone that wants an address to send their complaints to.  I got it from an ATT employee who had good ethics and wanted to help improve the company.  She has been with ATT for a long time and doesn't like what is happening to it.   She was with them way back when good, polite service was the rule of the day back when it was called Ma Bell.  She told me if I send a letter to this address they will actually pay attention to what I have to say.  They are the top dogs at ATT, people who want to know what is going on with their company,  so our complaints won't be swept under the rug or ignored.  

I don't have an email address she only gave me an address to send my letter to.  But I will type it out on my computer, print it and use snail mail like in the old days.  I hope this will help all of us. 

 This is what she sent me......

"Here you go this is the address for concerns/complaints.................please feel free."
   AT&T Executive Office
   308 S. Akard
   Suite 1110.C8
   Dallas, TX 75202

Jessbreazeale~

Oh my if this happened to me I would be so very very upset.   Some complaints are just complaints and as legitimate as they might be, it would be hard to do much with them.   However, I think you have a very good reason to seriously pursue this....and the trick is to know your rights or know where to inquire regarding your rights.  

If I were you I would start off by contacting my attorney general to see what that office recommend as a course of action.  You can find a list at naag.org.   There is a link in the top left "The Attorneys General" that sends you to a list by state and contact information.  

While the FTC does not resolve individual complaints they collect fraud complaints from various sources and probably would have some good advice.  

usa.gov/USA/topics/consumer      This site has so much valuable information.   Links include: be a smart consumer, file complaint with FTS, consumer action handbook (something almost everyone should have), and filing consumer complaints.   The last link I listed contains other links to many places that will be so helpful.   Places like: Better Business Bureau (I would strongly suggest filing a complaint with them), a directory of consumer organizations, a directory of state and local consumer agencies, and samples of consumer complaint letter.  

Finally, as far as dealing directly with the AT&T employees remember that they are working for AT&T and are not AT&T.   They have to follow whatever regulations and rules they are given, even if they don't agree with them.   I can't imagine how horrible of a job it must be to work for a company that consistently infuriates so many customers.   Just think if they treat customers so poorly, how do you think they treat their employees?  As frustrated as you are, the person on the other line did not personally have anything to do with what happened to you.  Try something to the extent of, "I know none of this is personally your fault, but I need you to understand how very frustrated I am with what has happened and the lack of anyone willing to take ownership of this and help me resolve my problem.   I really hope that you will be willing to help me find a final solution to this mess I have unfairly been put in."  

I sincerely wish you the best of luck and hope this gets resolved in a proper way.   Don't forget to document EVERYTHING from date/time/name to what was said.   Ask for confirmation numbers for any changes.  Come back and update us with results!!!      

www.bbb.org they respond to this pretty well

My wife and I have been an AT&T wireless customer since the release of iphone 3GS.  For this period of over 2 years, we had terrible reception causing missing and dropped calls for both lines.  At our house, we can't receive most calls.  Upon the introduction of iphone 4S, we decided to switch. 

Before the termination(a couple of weeks prior to our billing cycle end date 25th of the month), I called AT&T regarding prorating the last month's charges.  Initially, the CS rep told me I had to pay for the complete month even if I cancel before the billing cycle.  I told him that it does not make sense that I have to pay for the days that I'm not longer an AT&T customer and specially having to endure poor service for over 2 years.  He checked with his supervisor and informed me that a final bill will be generated upon cancellation with prorated charges. 

On Nov 4th 2011, I called AT&T to cancel my wife and my lines.  The CS Rep again told me that I had to pay for the entire months.  Then I repeat the same conversation and told him I had called previously and was informed the final bill will be prorated. After talking to the supervisor, he told me that the charges will be prorated for my wife and my line.  However, I can leave my son's line(additional line) and only pay $9.99 for the remaining of the bill cycle. 

On Nov 9th 2011, I called to cancel my son's line as well.  Again I had to go through the same conversation regarding the prorated charges and the rep finally informed me the final bill will be prorated for all the lines.

On Dec 28th 2011, I decided to call AT&T since I still have not received my last bill.  The CS rep again informed me I had to pay for the entire month.  We went through the same conversation and pointed out to her that I had 3 previous called to AT&T regarding this issue.  However, she refuses to accept that citing there is no prorating last month for pre paid customer.  This completely does not make sense to penalize good standing customer that paying for the bill on time either month.   I told her that I will only pay for the 10 days of usage for my wife and my lines and 15 days for my son's line. 

I would like to see if others have experience similar issue.  I plan to file formal compliant to PUC for this unfair business practices and poor customer service.  I will also send this same post to AT&T via email and US postal mail customer service as well.

I switched to AT&T U-Verse in July 2011. Since then, my internet has only worked for 3 continues weeks in October 2011. All other time the internet has been down.Most of the time it goes down on Friday evenings or weekends. The tech. support has sent technicians several times (I have called them atleast 18 times now). They have come to the conclusion that its an outside line problem, but they don't seem to know how to fix it once and for all. Today the internet went down at 10 in the morning, I called support number (was on hold for 42 minutes - they said they had very high call volume) and now they have all their technician booked for the weekend and they could not guarantee which time they would show-up on Monday. So now I am typing this post from our local library and will have to go work from my office over the weekend cause AT&T has no clue how to fix it. I have given AT&T enough opportunity to resolve their issue, and now I am switching to Time Warner or WOW first thing on Monday. What a terrible company!!!!

Hi everyone,

Thank you sharing your recent experiences.  I'm sorry to hear about the trouble.  For account specific questions/concerns, please send me a private message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the appropriate group.  Closing this thread for now to keep it relevant.  Thank you for the feedback.

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Regards,

Alex