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eyamini's profile

Tutor

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3 Messages

Tuesday, February 6th, 2018 11:28 PM

HELP! Two days and eight hours spent on hold with customer service. Absolute disgrace.

New AT&T mobile customer as of November 2017 and has been living a nightmare.  As of Feb 2018 my cellular service is now disconnected and AT&T claims a balance of $3,500.  These charges stem from double billing my wireless plan, premium DirecTV channels that were never ordered, and two phones which were acknowledged as being returned to AT&T, but still billed for.  To resolve this nightmare, I've opened case #243-95-44 with AT&T customer service weeks prior to being disconnected, and have been told AT&T acknowledges charges are in error, they would be quickly removed, and there would be absolutely no disruption in services. 
 
Two days after being told that, my AT&T cellular services were cut.  My wife and I are now without service of which we rely on to run a business.  I've been transferred to several AT&T departments, and have spoken to about 35 different representatives within a 12 hour span for TWO DAYS.  It's now late day two, and I'm currently on hold (again) begging for a resolution.  
 
Total of 12 hours of being transferred from department to department, with no end in sight.  Passed between Billing and Fraud because neither has the "capability" to handle the issue (Fraud manager is the worst).  After speaking to one department, I'm quickly transferred back to the other despite my pleas not to be transferred again (including managers & supervisors).  Customer abuse at it's finest.
 
I've taken a significant loss with my business as customers haven't been able to reach me for two days straight.  At this point calling AT&T customer service is just a placebo.  I'm now seeking arbitration against AT&T for over 12 hours of speaking to customer service agents, disconnection of services, and time and energy lost on every previous call leading up to this point.  I will also be seeking damages for undue hardship and stress on my business and my personal life during my three month ordeal as an AT&T customer.  

Mentor

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18 Messages

6 years ago

"Customer service" seems to be a concept long lost for AT&T.  Seeking a solution through them is equivalent to banging one's head against a wall.

Community Support

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232.3K Messages

6 years ago

Hello @eyamini,


I am so sorry to hear of the experience working to address some of the charges on the account. We strive to provide a high level of customer support, and I am sorry to see it is not what was received. I would be more than happy to do what I can to get this taken care of as quickly as possible.


In order to provide the best assistance, I will be sending you a private message to gather more information. You will be able to retrieve this message from your Forum’s Inbox and we can discuss further options through a private connection.


I look forward to hearing from you! Have a wonderful day!


Nicole, AT&T Community Specialist

Tutor

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3 Messages

6 years ago

I've finally got cellular service turned back on.  But there are still billing errors on my account (double billing for cellular, premium DTV channels) that AT&T still hasn't fixed.  It's likely my service will be cut again by someone in AT&T Billing due to these errors.  Two months, countless calls, emails, chats, even this community forum message, and this still hasn't been fixed.  My bill still shows over $2k in false charges.  I'm now waiting for my cellular service to be cut again at any moment.  Outright customer service abuse.  Does anyone at AT&T even read this?  Again, the case number is #[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.]!!!

Contributor

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1 Message

6 years ago

New to ATT, just got wireless service with them,trying to add another device on my account and the new order was forever in pending! Called the customer service twice,waisting 3 hours on the phone,verified my identity and assured me he will expedite my order,next day order still in pending! Went to the store with my ID AND SS CARD,and still order in pending! They already took my money from the bank!

Thanks God didn't even passed 14 days since i'm with ATT,so i can cancel my service with them and move on to Tmobile or Verizon!

RIDICULOUS RIDICULOUS RIDICULOUS.

Anyway,i made sure all my church community and my social media won't get screwed like i did!

Tutor

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3 Messages

6 years ago

The nightmare continues.  It appears my cellular service has been disconnected AGAIN as of this morning due to these issues.  Even after representatives ensured me services wouldn't be disconnected while AT&T corrects the many false charges on my account.  Atop of all the billing issues, there is a Fraud hold on my account which makes it impossible to get anything fixed.  I am now unable to receive or make calls.  Is there anyone at AT&T reading this? 

Mentor

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18 Messages

6 years ago

Months spent trying for resolution with AT&T "customer disservice" with similar results to what you seem to be experiencing.

Finally got real help here:  https://consumercomplaints.fcc.gov/hc/en-us

They won't listen to the little guy; but the don't screw around with the FCC!

Good luck.

Community Support

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232.3K Messages

6 years ago

Good evening @eyamini,


We need to discuss your account in a more secure and private environment.  Please check your forums inbox.  There you will see a private message from me with further information.


Thank you for your time, and enjoy your weekend..


Anthony, AT&T Community Specialist

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