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C

New Member

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1 Message

Fri, Nov 27, 2020 7:17 PM

Complaint for West Region President

Mr. Stephenson,

Im writing as a loyal customer for over 22 years.  I have 4 phones and 1 tablet and continually upgrade with AT&T.  

Although cheaper plans exist through Verizon and TMobile, AT&at has always been my choice.

Based on my experience this weekend and now al reconsidering my commitment to AT&T as it doesn’t appear you are equally committed to me.

On 11/24I ordered and upgrade for my line ending on 7535.  The upgrade was for my son who lives in Atlanta.  I requested the phone be delivered to be home that evening.  I had to reach out to the AT&T after the appt time expired only to be told I wouldn’t receive the phone that night and would have to reschedule.  I did so and the phone arrived the next morning.  

The next morning Eric from enjoy came. dropped off my phone and also gave me the SIM card.  I told him he didn’t need to activate the phone as it was a gift for my son who was currently in Atlanta.  He mentioned the phone was 5g, I asked if that would change my grandfathered plan I had with AT&T and he had said no. He also told me my bill would be $20 cheaper based on a military discount for one of the line holders.  He stepped away for a few minutes came back k with the SIM card, handed me it and the phone.

I received a text from my son later that day, who happened to be at the airport traveling from Atlanta to San Diego, telling me his phone wasn’t working.  I called AT&T immediately to figure out what happened.

I called and and was told the number had been disconnected.  I then was disconnected.  I called back and talked to another agent, who said the same thing.  I asked if I could speak to a Supervisor and was disconnected. I called back a 3rd time, spoke with John who again advised the number was disconnected.  And was candid that he couldn't turn it back on.  I asked to speak to a supervisor and again was disconnected.

My son arrived to San Diego and on Thanksgiving day we discovered that a SIM card was already in the phone and activated.

I received an email from that same day
AT&T confirming my new bill and changes.  I say my plan had been changed to unlimited started.  Saw a new line on my account.  And the new bill was now estimated at $499 per month  vs. my current of $320.  The new line and the changes to my plan we’re not what i asked for or were they authorized by me.

I called AT&T again spoke with Hannah.  She transferred me to the loyalty department and I spoke with Alice who advised she was with DirecTV.  She forwarded me to Jim who advised. He couldn’t help as it was an online order. He gave me the number to the online team.  And we waited together for a supervisor for over 20 mins.  Jim offered to cancel the line I didn’t request.  Then offered a $75 credit for the activation fee.

As I write I’m still on the phone with Jim waiting for a supervisor.  Right now I’ve been on for close to 2 hours with AT&T with no resolution.  

I spoke Joshua the supervisor who advised my plan hadn’t changed.  And stated they would disconnect the line and return my activation fee.  I advised Joshua a $75 credit was not enough to compensate me for the aggregation and time spent dealing with an issue that was created by an AT&T representative.

As I write this email to you, Joshua has has hung up on me.

This is truly ridiculous and unacceptable!  I’d like a credit for 2 full months of my bill for the aggravation and truly horrific service I’ve received this week.

I am truly disappointed that AT&T would treat it loyal customers like just another number.

Christina

Responses

sandblaster

ACE - Expert

 • 

45.9K Messages

2 months ago

This is a customer to customer forum, not customer support. Very unlikely anyone from ATT sees this, especially anyone at corporate and definitely not Mr Stephenson since he is no longer the CEO.

Award for Community Excellence 2020 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.
lizdance40

ACE - Sage

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81.5K Messages

2 months ago

1.  Randall Stephenson retired last year. 

2.  Not a sure way to reach support. 

3.   Enjoy is not AT&T but a 3rd party, terrible reports are posted all the time.

4.  Call 611 and complain. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 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.
Constructive

Employee

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17.8K Messages

2 months ago

They won’t compensate you for aggravation and certainly not 2 months worth of service 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
lizdance40

ACE - Sage

 • 

81.5K Messages

2 months ago

@Constructive  remember me mentioning a certain kind of meter in another thread? 

It's 📌 pinned

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 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.

New Member

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3 Messages

2 months ago

Unbelievable.  I have had many similar experiances.

Employee

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807 Messages

2 months ago

Also, the offer of $75 is more than the activation fee. So there is your compensation. 

*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.

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