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Mathewb1's profile



3 Messages

Saturday, January 24th, 2015 2:09 AM

Complaint Acct. ****

Hi There,


I would like to lodge a complaint in the most public place I can, this forum. 


My u-verse internet product was mean to arrive on 1/15. However, the agents in charge of this process put in the wrong address. The product was then sent out again, and was meant to arrive today 1/23. However two things occurred: 1) it was sent to the wrong address again and 2) the product was re-labeled as a non-self install.


In order to remedy this process, I have called the AT&T support service about a dozen times, and have done direct chat as well. On the phone, my call has been dropped dozens of times and has been transferred back and forth between the billing, technical support, and sales department. Overall the process has resulted in hours of work, and no results. 


My complaint is as follows:


1) The fact that I have been already charged for a service that I am not receiving is ridiculous. My order is alread 8 days late, and will likely not arrive for another 4-5. I should not have to pay for this, or at least a pro-rated amount. 


2) In order to speak with someone to talk about my service takes hours of time. The call quality and quality of customer service personnell is atrocious. My call has been dropped several times and customer agents have failed at inputting my address twice. So far, my patience has only been met with empty promises and salesmen (currently Iris D) attempting to sell me more products. Again, I am currently being charged for incompetence and churlishness. I should not have to stand for this. 


3) There is no easy way to file a complaint. It is clear from this forum that many members are unhappy with their service yet very little is done. At least set up an open and transparent means for effective communications. 


I am incredibly unhappy with my service so far.


[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.]

ACE - Professor


2.6K Messages

9 years ago

You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.


To check for their reply, click the little blue envelope. envelope.png

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