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brettbull's profile

Contributor

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2 Messages

Tue, Sep 17, 2013 12:39 PM

Terrible experience with ATT customer service reps and sales department

I have had the worst experience.  Over the course of 6 weeks I have been continually lied to on promotions over the phone.  The reps promise a new bundle price and then get my bill to find out they actually jacked my bill up and gave me nothing that was promised.  It has happened with two reps.  There isn't a way to make the reps accountable, because they are pretty much all protected by anonymity.  Even if you get there employee number, you can not be transferred back to them, so they can jack with your account and hide.  Its ridiculous, and I am this close to moving on with ATT.  I have spent over 5 hours of my time on the phone.  Is anyone else experiencing the same issues??

Responses

Contributor

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1 Message

5 y ago

Just transfer my number from a business phone to a personal phone.  Told the operator I would be canceling and transferring number to another provider due to bad cell reception in my area.  Operator failed to tell me the service contract would go for another year or that I would get hit with the $165 contract cancelation fee. When I called and e plain this to the operator they told me there was nothing they could do, and I should have the new provider pay the difference. When I asked them to review the recording of the conversation they said it would not matter what the operator told me they would not wave the charge. ATT&T's customer service is so bad, they e pest their competitors to pick up the slack for them.  

Tutor

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4 Messages

5 y ago

I have had an awful experience with them too. The phone terminal for my townhouse complex is in my yard. It caught on fire back in December of 2015, and I have had no house phone service since then. It took them over a month to come out to replace, but they never returned to connect everyone's wires to the box. I have called three times to cancel the house phone service-which I haven't had in almost seven months, and to be refunded the charge for it. I always get put on hold for their customer service for at least 20 minutes. Once they answer and I tell them I want to cancel it and need to be refunded the charges I have incurred for no service, I get put on hold again while they "investigate" it. After 20-30 minutes on hold again, the call gets transferred back to "repair" for some reason. Each time they have had my cell number to call me back if we get disconnected, but they never do. It is a never ending cycle with nothing being resolved. One agent was even rude to me for being on a repair line when I didn't need a repair. My cell plan is on the same bill, and if it wasn't for that, I would just refuse to pay the bill, but if I did that they would cut my cell phone service and ruin my credit rating. When and if I find another cell phone company that would buy out my contract with them I will be gone forever with AT&T. I have always heard of horror stories with them but now I know first hand how their Company treats their customers. Never ever again. Even if I have to pay another company two or three times will they ever get another dime from me.

Contributor

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1 Message

5 y ago

I ordered ATT U-Verse on Tuesday June 28, 2016. I stated at the time of the order that I have 7 TVs in my home, and wanted wireless conncetions. I ws informed by the customer service rep that it is necessary to have TWO TVs wired, and the other 5 would me wireless. A Notation on the initial install order was included to the instalation tech that the order was for  F I V E wireless receivers and to have these available upon his arrival. When the tech arrived I was told that he only had two wireless receivers, and the additional 3 receivers would have to be ordered. He was still on site (after installing the two wired TVs and two wirless sets) and I was standing next to him when he entered the order for the 3 additional wired receivers, and I asked how long it would take to get them, He informed me that it will take 2 to 3 business days, and that these receivers would be delivered by FedX, directly to my home. I waited for 3 days, and after not recieving the recivers, I contacted ATT Sustomer service on Saturday afternoon. At this time I was informed that there was no order for 3 wireless receivers. I then asked to speak to a supervisor, to find out why there was no order. The supervisor advised me that the tech did NOT place an order ( i WAS STANDING NEXT TO HIM, WATCHING HIM PLACE THE ORDER ON HIS IPAD). The tech support rep then told me she would put in an order for 3 wireless receivers.  I have said enough,and as to not repeat myself I have since talked to another THREE supervisors, all who tell me no orders was placed, and they were each placing a service order for the 3 wireless receivers. To this end, I have a tech scheduled to be at my home on Monday, July 11th. and will have TWO wireless receivers to install, andthat I shoul ask him for a 3rd receiver, which he will have with him and install. I then have to call ATT to have the 3rd receiver activated.  Needless to say, this whole order has caused emotional cahos with all my family members !

Contributor

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1 Message

5 y ago

I haven't even had my boxes installed and a tech came to my home and told me that he would not install a box where i told him to.  i called At&t customer service please keep in mind i spoke to 17 people i made it to 9 different dept and i was on the phone from 10am to 4pm in the afternoon. when i called i was transferred to uverse who then intended to transfer me in another country mind you to a tech dept in the USA and my call gets intercepted by a scam company telling me i won a 2 night cruise for 2 to the Bahamas.  not one of the 17 people found this to be odd. when i made it to uverse tech dept they told me my installation was direct tv not uverse.  ok?? i was transferred back to customer service.  i was asked the same questions 17 times. they have no communication between their depts.  when i would ask for someone that could help me before explaining the issue the rept would tell me to tell them the issue either way and then transfer me.  i am furious at this point.  customer service tells me they cant do anything about what the tech did and that they are limited to only being able to reschedule my service for another date. i told them i wanted to speak to someone who cared about what i was going through on my only day off.  I was then transferred to the direct tv dept in north Carolina.  these people were the only competent bunch in the group. they were very responsive and in aww of what AT&T had done so far with a new customer. they sent me to a group called retention who would supposedly fix everything. they were the worst of all. i asked for a supervisor to a person named Manny. he said the supervisor was busy and would call me back. he never did.  so i tried calling them back through the accounting dept.i was transferred by those people 3 different times back to retention who for some reason could not hear me but every other rept in at&t could.  all of a sudden a guy tells me that direct tv and uverse are merged and have they're own dept.  i was transferred there to some place far from where i was i could tell by the person who couldn't understand my English but assured me they had done everything possible.  I made this as short as possible leaving out alot of detail just to  show the type of horrible customer service they have.  17 people!!!! i spoke to so many dang people not one helped my with anything.  they all didn't care if i stayed a customer or not. people gave me the goaround so many times its not fair. i was so frustrated that everyone even supervisors said they couldn't do anything. and when i asked for names people would just become scarce.  my wait time according the the machine for each call should have been 2 min.  retention would leave me on hold for 15 min before answering.  I'm still angry about the exp.  I cant believe they allow this to happen.  all those depts all those people all those repts and everyone useless and negligent. BOOOOOOOO AT&T

Tutor

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4 Messages

5 y ago

I feel your pain. Been involved with them over six months over a neighborhood box that caught on fire and haven't had home phone service since. They are unbelievable. Will pay double rates if I have to with another carrier once cell contract expires.

Contributor

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1 Message

5 y ago

I have received the worst customer service I have ever received in my life since I agreed to get my internet with ATT on 4/11/16. The rep to convinced me to get ATT internet with my Directv service that I have had since 1998 lied about everything. I was told that I would be locked in for 24 months for the price that they offered me (LIE). I would get Starz free for 6 months (LIE); Would not have to pay for a modem/router (LIE); Would get 2 $100 gift cards (LIE); In total, I have called customer service over 13 times, each time taking 30 minutes to 1.5 hours each call. DirectTV attempted to correct a few things but basically told me that they couldn't listen to the recordings of what the rep promised me so therefore the lies couldn't be proven.I did mention that that reps employee # should have been on my order so ATT could prevent them from offering a plan that isn't possible. My latest venture was to stop getting Starz Superpack. I called on 3 different occations 7/13, 13 minute call; 7/22, 15 minute call and today, 8/9, 36 minute call. it looks like it has finally been removed from my account but today I had to deal with the rudest customer rep I have ever talked to. He kept making me say over and over that I wanted Starz Superpack removed, then he started to lecture me on what I would no longer have if Starz was removed. I finally asked to speak to anyother rep. He transfered me to Uverse who then transferred me 2 more times until I think a rep removed Starz. I cannot imagine keeping the ATT and Directv service after my contract expires. I do not think I should have to call every month to correct my billing.

Contributor

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1 Message

5 y ago

I am going through this now. Signed up for a plan back in May, but my bill has never been consistent with what I originally agreed to. They changed my plans, including internet speed, and not once did they call/email/text/mail me about this. I have spent hours on the phone and have been transferred from rep to rep for what feels like a million times at this point. Each time I get a new rep I have to start from scratch and although both chats and calls dropped not once did a rep call me back (although they asked for my number so that they can call back in case we were disconnected 🙄). Maybe this is the reason their customer service line is always experiencing high call volumes. What they are doing is completely inappropriate, shady, and unacceptable. I cannot wait to get out of this contract with them.

Tutor

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4 Messages

5 y ago

I hear your pain! I've been dealing with them over six months on a issue I have. We should get a petition going and get as many signatures that we can about their awful service-forward to the Better Business Bureau and also post it online. I have never talked to such rude agents other than AT&T. They are unbelievably bad.

Contributor

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1 Message

5 y ago

The only way I can describe dealing with AT&T is a living nightmare. Things started out simple enough , all I wanted to due was save a little money because of an add I saw about bundling services. Since we are a current Directv customer I started with them. Got absoulutly nowhere, due to them not being able to give a price on everything they claimed to only handle the TV end of things. OK fair enough so I find another number for AT&T and am told it is my lucky day because I have reached a specialist who will be able to handle all the things I want to bundle. Holly is terrific to work with she handles everything , I give her my current Directv account info she says she can bundle my current directv with the home phones and add internet for a good price. She says I will also receive 2 $200 dollar rewards cards , free NFL ticket for this year and 3 month free trial of HBO, Etc. She says the only thing required is a $19.95 shipping charge. OK  I m happy and she schedules the installation date.

 

Now here is where the nightmare begins, the installation day comes and we take the dogs to a sitter and spend the day waiting and waiting and nobody shows up. So I do wait a week or so and nobody contacts me. So I get on the phone and now I'm told there is some kind of error. Jeez every step of the way they ask for a contact number, but nobody contacts me to tell me.So the first person I speak to sets up a new date for installation. So I try to confirm I will be getting everything that was promised me. Ohhhh here we go you will have to speak to someone in another department. I kid you not I was on the phone from 10 a.m. to 3:30 p.m. telling my story over and over. These Global calling centers they connect you to are a joke nobody could understand the problem. Until I was connected to Tina who pretty much told me I was lied to and I will not be getting anything that was promised to me. OK Tina let me talk to your manager . Why? Because right about now my blood pressure is ready to explode from dealing with you people. Ok I get transferred to Diane's voice mail. I leave a message and of course nobody calls me back. Ok its getting late but its time to start the story over with another call. This time I reach CJ who assures me everything will be worked out . After being on hold for a while he says its going to take longer than he thought and can he call me back. And I wait and wait and no call way to shine a customer on CJ and move on to the next one. Thats enough for one day.

 

 

This morning I try again . I get connected with Julian after telling the whole frustrating experience he assures me he can help. He eventually stays on the line with me and gets a directv specialist on the phone, Charnelle is great she assures me I will get everything I was promised. I'm on hold and off hold as she is going back and forth working things out and just about when she is on the last step the call gets disconnected. (Unbelievable) No problem right , they always ask for your callback number in case something like this happens.

So I wait and wait and no callback. So I will just call back and ask for Charnelle , Ya right. Thats when Im informed its time to startover again when the call is disconnected that rep gets a new call and there is no way to get in contact with them. Probably enough said on here but the saga continues.

 

By now I have figured out exactly what happened all the offers I was promised were supposed to be offered to new customers ONLY. Way to reward good loyal customers AT&T. Probably time to look for a new provider.

 

 

 

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