President of AT&T email address

Hello Beaches88,

We take pride in ensuring our customer’s satisfaction! The experience you’ve encountered is definitely one we do not wish for anyone.  We deeply value your relationship with AT&T and are committed to providing you with the highest level of service simply because our customers deserve the very best. I would like to apologize this was not the case during your interaction.

We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems they are unable to assist with. Your concerns are absolutely important to us and we definitely want to make sure this has been handled properly. For us to take a closer look into this, can you please send me a private message to @ATTCares. Please be sure to include your full name, account number, and a good contact method.  We can work together to ensure this has been resolved.

I look forward to your response!

Vanessa, AT&T Community Specialist

Thanks for getting back with us.  We are extremely frustrated with everyone we have encountered at AT&T.  We tried to go back to T-Mobile only to find out AT&T would not send us our previous phones back.  I provided the tracking number and they still said they can’t send our phones back.  The last supervisor said our only option is to send these phones back and pay both you and T-Mobile.  We did all this during our buyer remorse period.  We would like to get this resolved. You asked for our contact information however we are not sure who can view this response so we are hesitant to giving personal information.  We do have an email from the resolution department extending our buyer remorse period.  We would like to get this taken care of ASAP.  We tried the @ATTHelp option and nothing. Please provide your personal contact info so we can discuss this more personally. 

Thank you Vanessa we appreciate your time. 

Hi @Beached88,

I hope everything is going well for you! I am glad you were able to follow up on this matter. We understand how important it is to address any and all concerns our customers may have. I definitely want to make sure we get to the bottom of this.

To provide you with the best support, I will be sending a private message to your Forums Inbox for additional information. This way, we can work together to get this resolved! Please be on the lookout for my message!

I look forward to your response!

Vanessa, AT&T Community Specialist

We really need to get this matter addressed and resolved as soon as possible. We are still in the buyer remorse period and need to be completely exonerated from AT&T. I just received a bill for $462.28. This is preposterous. We were scammed and lied to and we want out now. Please contact me ASAP.
Thanks.
Mike [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

@Beaches88  

The buyers remorse period is 14 days for wireless.  I can’t imagine it didn’t expire before the first bill.  

If the Apple Watch are paid off and unlock and unregistered from t-mobile they should sync with your new phones.  These are universal devices with an E-sim so you can switch carriers.

I can’t see your bill, but it should include one time charges ($25 per phone activation) and more than a single months service charges.  The bill dates should show you if it includes 1 month and 1 to 4 weeks all in one bill.  

You should have been contacted by Support in a Private message, the envelope at top right.  

ATT DOESN'T CARE ABOUT SMALL BUSINESSES! Case # *****. I am a small business owner that moved over 6 weeks ago.  In my previous location I had ATT service for 5 years and during this time moved with no issues with the phone/internet being moved.  This time however, it has been a nightmare and has tremendously hurt my business due to not having a phone and when my customers call they are just being told the number changed with no new number and i have no way of forwarding my calls.  I have customer accusing us of being a scam because we do not have a phone. I have lost so much business when this should be the best time of the year it has been the worst thanks to ATT!

The install has been scheduled/rescheduled for over 7 times, with each time the day of it is canceled with the excuse there is an outside wiring problem.  I have called the Presidents office and have a case number ***** with a case worker. I have heard every excuse and have been promised to receive a call back by the Case Manager and a weeks goes by without anyone calling our updating.  The case supervisor " Maria"  called me and asked when I would be moving my business.  When I told her I had been moved in for weeks and there had been numerous cancellation and rescheduled she had the audacity to "laugh". She actually left me a message after three weeks, stating and said she had reached out to the technical department to see what is going on with this.    I have had an open case with the presidents office for over two weeks and still no phone or internet.  So why has it taken this long to "reach out to the technical department". I have sent an email to the president as well as the Case Manager and have not heard back from them.  The "corporate stores surrounding me has ATT. I have an ATT box outside my door.  I have seen numerous ATT trucks at my corporate neighbors suites but not at mine the "small business".

It is pretty obvious that the big corporate guys does not care about the families that are doing the best they can to build a business for their families and future.  What kind of support is ATT giving us? None!!! Not even the time to return a call and install our phones and internet!

Thanks ATT for ruining my business! 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

@Beaches88 

I too have been recently deceived and am a victim of fraud. July 29, 2020, was when I first called and complained about the changes made from July 11, 2020. I am still having to deal with this issue of deception that resulted in opening a new line and the loss of a previously owned phone and new phone at a monthly cost. All normal-sounding right, but not when you stated that is not what you wanted. I stated that I did not want to add a line since it's going to cost. The experience I have had is horrendous and as a long time customer I do not feel valued and I cannot say that AT&T representatives have fully listened or care about my case. I also feel that I cannot trust them because of how I have been treated by them, the lack of honesty and integrity in what took place on July 11, 2020, and in some conversations after. I had to send an email reminding that today was the mark of the 24 hours in business days to resolve the issue or contact me from when we last spoke. This only resulted in a phone call explaining to me what I already knew and no changes. I am so upset and am appalled. The stress and time spent in having to deal with this is a lot. I have not been taken seriously and I honestly question if the recording from my conversation has even been listened to. I cannot believe what happened... to read that you were scammed too is unfortunate and disheartening. I am questioning even remaining with this service provider anymore... I have been made to feel like I am crazy, but I know what happened and what was said and done. 

I have never been treated so poorly.  AT&T customer service is the worst. My son traded in a Samsung S10 phone. We returned the phone per the AT&T return instructions.  The tracking number is 9202090155102614018637. The phone was delivered on May 22nd.  I believe AT&T lost the phone and hopes I will stop bothering them.  I have not received a credit for the Samsung 10 phone. I have called customer service at least 10 times. On each occasion I have been told the matter would be elevated and I would be contacted by a service manager.  I have not received one call from anybody. 

I have never been treated so poorly. My son traded in a S10 Samsung galaxy. The phone was returned per AT&T's instructions. The tracking information for the package indicates it was delivered May 22nd. The USPS tracking number is  9202090155102614018637.  I have called customer service at least 10 times. I was told each call the matter would be escalated and I would receive a call from a service manager.  I have not received any calls and even worst, no credit.