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band8one's profile



1 Message

Friday, August 18th, 2017 9:55 PM

I just don't know what to do!?!

I have been having problems with one of my wireless lines 5 days a week since 6/27/17.  My wife placed the first 3 phone calls to technical support starting 6/27 and was told they could not not a problem or look into the problem due to her not knowing the security code however they did confirm 3 towers down in the area.   I called and placed a complaint on 8/2 and told them of all the problems.  I was told first off that he could not do anything until the next billing cycle closed and that i would have to call and re hash the issue again once i get my bill.  He repeated that when i asked what about last months bill? or why it was up to me to call back not customer service job to contact me.  My wife then called back and was apologized to about the poor customer service and assured that when the billing cycle closed we would receive a call to take care of crediting out account for the poor service.  2 days later on 8/4 my wife received a att text saying they think the problem is fixed (its not) and that was the only contact.  (currently aprx 2hrs phone time)

 FF to today 8/18 still have not heard back from customer care but they cut my wireless services.  I called customer service.  Told them all the problems i was having.  I asked why nobody called us back? and why service would be cut on an account with an open case for poor service waiting to be credited? After 30 min i asked to speak with a supervisor or manager i was then immideatly hung up on.  I then call back again and again at 30 min i asked to speak with a supervisor when i got Lenore a customer care supervisor.  I again explain everything.  I again complain about the poor service I've recieved up to this point.  after another 30 min she said that because the case was open in tech support that she could not do anything and would have to transfer me to tech support.  Once on the phone with tech i had to retell my story and problems with service and customer support yet again. Tech support then tells me that because my wife did not respond to the text on 8/4 that the marked the case as closed so there was nothing he could do.  I then asked to be transferred back to customer care to try and speak with Lenore again, after waiting on hold i was then sent back to the main telipromp menu at 1 hour 17 min into phone call.   I then called back and asked to tansfered back to customer care after waiting on hold i was transferred to Shikar in the "ISM" department.  I asked to speak with Lenore and gave her ATT UID.  I was then told that she can not transfer me without knowing why.  She looked at my account after re telling her what happened and stated "there are no credits marked for this account" obviously not grasping whats happened.  I at this point tell her how much time i have spent on the phone for this issue and to please send me back to Lenore she places me on hold 2-3 separate times "talking to her supervisor" then comes back and says they can't transfer me.  I then asked to speak with her supervisor and was placed on hold at 25 min into this new call.  At 39 min she came back on the line and said just one minute her supervisor was coming at 40 min i was then magically disconnected again.  WHAT DO I HAVE TO DO!?


Community Support


232.3K Messages

7 years ago

Greetings @band8one,

I am so sorry to hear you have had a bad experience with your recent call with one of our supervisors. Contacting us should be a quick and easy process; this is not how we want our customers to feel. I would love to find a resolution for you!

In order to resolve your issue, I invite you to send a private message to @ATTCares. Within the message, please include your full name, account number, and phone number. Once I receive the information, I can begin working towards fixing this.

I am looking forward to hearing from you!

Donna, AT&T Community Specialist

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