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Tutor

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3 Messages

Mon, Feb 26, 2018 6:07 AM

How do I send an email letter of complaint to customer service or att corporate ?

Account Timeline:  In November 2013 we had AT&T Internet installed.  Over the years billing rates went up and at times there was a promotion or two.  

The first concern of this letter is the billing cycle of 08/10/17 - 09/09/17 where the rate went from $32 to $42 — an increase of more than 31%.  On September 28, 2017, I, Frank ***** spoke to a representative who said her name was “MJ”, I believe, and who explained that a promotion had expired.

The second concern of this letter is that on June 15, 2017, I was having problems with my iPhone and went to the AT&T store.  They were able to get the phone operating and I also left with DIRECTV and DIRECTVNOW.  It was a “high pressure” visit.  I did not even realize I had DIRECTVNOW until I received my first billing statement. Nothing on the DIRECTV  form and information given to me mentions DIRECTVNOW.  As I explained this second concern to MJ  about DIRECTV, she said she could give an internet rate of $37 a month if we bundled the internet with the DIRECTV . I explained these accounts are under two different names, but at the same address.  (meaning there is only one TV receiving DIRECTV and this is a family account with two different names).  She seemed to understand and I agreed to the bundle rate.

A few days later, on October 2, 2017, we received equipment that we did not order or request nor were we ever notified to expect such equipment.

On October 3, 2017, I spoke to Courtney and told her that we already have a unit and it works well.  She said to return it to the UPS Store and we would be credited $7.00 on our next bill.  However on the billing cycle of 09/10/17 - 10/09/17 there was an internet equipment fee of $7.00 and again another $7.00 internet equipment fee on the following billing cycle, 10/10/17 - 11/09/17.

On November 20, 2017, I spoke to John, then to Cody, then to Apple —explaining to each person that the equipment, that we did not order nor want, was returned as your employee, Courtney, instructed us to do. And she assured us we would be credited with the $7.00 equipment fee — YET we continued to be billed and should NOT be paying the fee !  Apple said we would be credited $16.57 for fees = $2.57 + $7.00 + $7.00.  On November 23, 2017 I received a text that the credit was applied.  However, on our next billing statements,  issue date December 09, 2017 and January 09, 2018, to our great frustration, there were the equipment fees again — $7.00 for each month ! 

 

 

Why is there no resolution to this problem after speaking to 4 or 5 AT&T employees who agree that we should not pay the fees and the fees we paid would be credited to our account and why are we paying equipment fees on a unit that was activated 4 years and 3 months ago  or fees on new equipment that we did not order and we did return as instructed ????

Our internet and DIRECTV have not been bundled and as of July 2017 we have been paying for the internet twice monthly.  Even though I have repeatedly explained that there are two names at this same address, it is a family account and should only receive ONE bill monthly, we are each being billed for the same account. 

  On February 5, 2018 I spoke to Kendra asking for the mailing address for the AT&T Customer Service Department.  She said there is no Customer Service/Support Department, but she would give me a phone number for the Complaint Department.  After 15 minutes of waiting — on and off of Hold, she came back with the answer that there is no number for the Complaint Department and I should email any concerns to AT&T.com/corporate.  

I do not have a computer to email our concerns to AT&T Corporate.  Therefore, I am now involving our neighbors who do have a computer (not served by AT&T) and are interested in customer service and support our situation. They are not only typing this on their computer to be sent to AT&T Corporate, but want to share this letter via email and printed form to other understanding friends.

I believe we are entitled to a resolution to the equipment fee problem and double billing problem (back fees are owed to us from July 2017).  However, since there seems to be no Customer Service nor Support, we are documenting our frustrations in writing and sharing with our neighbors and friends and maybe our next hope is to contact Network TV Customer Complaint Support to broadcast our frustrations since your employee could not give us a mailing address for this letter. 

It is my hope, however, that someone in the AT&T chain of command is able to resolve our issues soon.  By the way, I only have the address above because it is from our billing statement and by directing it to Customer Support I thought that just maybe it might be received by someone who would really like to give us Customer Service !

 

Anticipating some customer response and resolution to our unsatisfactory situation,

 [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.]

Responses

Brand User
ATTCares

Administrator

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107.8K Messages

2 years ago

Hello @frankmv


We understand how important our customers time is and we definitely want to make sure all their concerns have been taken care of. You shouldn't have to go through all this trouble. I definitely want to get the bottom of this. I would love to help!


This will need further investigation and I would like to work with you in order to help you. To ensure we provide you with the best support, can you please send me a private message to @ATTCares. Please be sure to include your full name, account number, and best contact method. We can work together to make sure this has been resolved.

I look forward hearing from you!


JuanP, AT&T community Specialist.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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7 Messages

2 years ago

I am having problems also.  I recommend contacting your US Congressman as ATT thinks they are above the law.

Juniper

ACE - Expert

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17.6K Messages

2 years ago

DirectvNOW is a new separate internet streaming service that has no interaction with DirecTV (satellite). DirectvNOW should only be done on the website itself, so leaving with it from an AT&T store is an issue.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTCares

Administrator

 • 

107.8K Messages

2 years ago

Hi @Superheat585

We understand how important our customers time is, and we definitely want to make sure all their concerns have been taken care of. You shouldn't have to go through all this trouble. I definitely want to get the Bottom of this. I would love to help!

This will need further investigation and I would like to work with you in order to help you getting your positive balance refunded To ensure we provide you with the best support, can you please send me a private message to @ATTCares. Please be sure to include your full name, account number, and best contact method. We can work together to make sure this has been resolved.

I look forward hearing from you!

Tomas O. AT&T community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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3 Messages

2 years ago

I just filed a complaint to FCC Complaints - Federal Communications Commission https://consumercomplaints.fcc.gov/hc/en-us.

I too could not get resolution to a recurring billing issue. Click th link and file a complaint and they will contact ATT.

 

Contributor

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1 Message

2 years ago

 How can I find the address for the Directv complaint department, so that I can write a letter of complaint.  

Juniper

ACE - Expert

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17.6K Messages

2 years ago

There is no Directv department just for complaints. You have an issue you call Directv 1-800-531-5000 to discuss. If there is an issue with a prior agent or tech, then with the new agent you are speaking with (or a supervisor) you submit a complaint. This is like many other companies as their agents handle multiple call reasons, not just complaints.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

2 years ago

I'm also having lots of problems with AT&T and Direct TV Now. How can they get away with such terrible customer service and inferior services? It's my first time in this forum and I'm appalled to see the large number of dissatisfied AT&T customers. I'm also filing a complaint with the FCC and writing a letter to my congressman.

shannon02

ACE - Expert

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18.5K Messages

2 years ago

This is the DTV sat forum try posting in the Now forum.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

7 months ago

We are having HORRIBLE issues with our "new" and "improved" upgraded DirecTV equipment and after HOURS on the phone no resolution and now they wont talk to me because I'm not an "authorized" user.  I ordered the new equipment with no problem!  And the new and improved equipment costs us $20 more a month even though we were told it wouldn't cost more.  So we are paying more and getting less....after 20YEARS of being a customer my husband WILL be cancelling this he said he wont continue to pay for this over priced crap.   AND you cencor my complaint!  It is my 1st amendment right to use the language of my choice. 

Contributor

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3 Messages

7 months ago

I have a serious situation that happened to me with DIRECTV yesterday, I am a customer for about a few months with DIRECTV, the technician that the company ( directv) sent to my address had a very innapropriate behavior toward my girlfriend, when he arrived my girlfriend was by herself in the house, and she had to call me to come to the house because she was afraid of the technician, he was asking her personal questions, like are you rich? when your husband will come back from work? and he didn't want to leave the house. When I arrived to the house he already left. Suddenly, yesterday he showed up again, may be he used to come when there is nobody at the house. I asked him what do you want? He couldn't reply, because he didn't expect me. I am calling the attention of Directv on this matter, and sincerly I would not like to see him again in front of my door. I have already done the necessary, like calling costumer service, but when I called the agent was laughing at me. 

shannon02

ACE - Expert

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18.5K Messages

7 months ago

This is a customer to customer forum with little contact with DTV, the few employees here are on their own time.  Call/chat with DTV. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Juniper

ACE - Expert

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17.6K Messages

7 months ago

@marieda 

 

What you describe is very concerning. And when you reported it the agent laughed at you? Call DirecTV back 1-800-531-5000 as you will need to submit a complaint on the appointment because of the tech's conduct, but I would request to speak with a supervisor so you can report on the agent laughing at the situation which is very unprofessional.

 

Unfortunately this is a customer to customer forum with no access to accounts. The occasional employee (as shown by the tag next to user name) who posts here is doing so on their own time and not in an official capacity.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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3 Messages

7 months ago

Thank you so much for your advice

Contributor

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1 Message

6 months ago

I appreciate the link.  I, too, filed an FCC complaint.  In my area we currently do not have CBS, due to a dispute.  Direct says Nexstar pulled the channel, but the channel has printed copies of the letter sent to ATT saying they offered an extension until August 2nd.  ATT pulled the channel as they know it is very popular and it is the 2nd week of Big Brother, one of the few things not a rerun to watch in the summer on broadcast TV.

 

ATT bought Direct TV and is a hole financially and is using consumers as the middle man to drive down their costs and try to recover.