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sunnydesai's profile

Tutor

 • 

6 Messages

Thu, Jun 14, 2018 3:40 PM

Worst Customer Service Ever

Hi,
I would like to share a really frustrating experience. Around May 30 2018, I tried to get in touch with Customer Service/loyalty department. They offered me a deal about 2 yr contract for iPhone X for $550. Before buying the deal I had explicitly asked multiple times for any bill change or extra charge. They said there will be no change on the bill. It will remain same. Which is why I ordered the phone. then today, when I contacted them to expedite my shipping, I came to know about the bill increase. So for a $450 discount I would have been paying $480. So I reached supervisor Diego as well, I was not offered any good solution. The approach was rude and way low expected from a supervisor. The customer service from the department was such worse that I felt why are we in this network from last 8-9 years. I told them my phone got water damaged, so I didn’t had phone for few days. The order was cancelled already before shipping. 
      After which they sent the iphone. They also charged me twice on my credit card and on my ATT account. I was informed that if I return late they will consider me in for the plan. So it was returned on time. But even after 15 days, I am not done with this issue. If you talk to chat department they said you ordered on phone. I went to store, they said directly contact them. If you call in you have to waste 2 hours to explain them. What is my fault in that case? that I got wrong information from your representative. Why I have to have go through this mental hassle? Hope there is someone who thinks customer service and satisfaction is a thing. One good social media rep. is trying to help but she cant do much as she always states, ATT policy. Who is responsible for all the hassle and waste of time?

Regards,
Sunny Desai

MicCheck

ACE - Expert

 • 

12.4K Messages

4 years ago


@sunnydesai wrote:

Hi,
I would like to share a really frustrating experience. Around May 30 2018, I tried to get in touch with Customer Service/loyalty department. They offered me a deal about 2 yr contract for iPhone X for $550. Before buying the deal I had explicitly asked multiple times for any bill change or extra charge. They said there will be no change on the bill. It will remain same. Which is why I ordered the phone. then today, when I contacted them to expedite my shipping, I came to know about the bill increase. So for a $450 discount I would have been paying $480. So I reached supervisor Diego as well, I was not offered any good solution. The approach was rude and way low expected from a supervisor. The customer service from the department was such worse that I felt why are we in this network from last 8-9 years. I told them my phone got water damaged, so I didn’t had phone for few days. The order was cancelled already before shipping. 
      After which they sent the iphone. They also charged me twice on my credit card and on my ATT account. I was informed that if I return late they will consider me in for the plan. So it was returned on time. But even after 15 days, I am not done with this issue. If you talk to chat department they said you ordered on phone. I went to store, they said directly contact them. If you call in you have to waste 2 hours to explain them. What is my fault in that case? that I got wrong information from your representative. Why I have to have go through this mental hassle? Hope there is someone who thinks customer service and satisfaction is a thing. One good social media rep. is trying to help but she cant do much as she always states, ATT policy. Who is responsible for all the hassle and waste of time?

Regards,
Sunny Desai


What was causing the bill increase?

Tutor

 • 

6 Messages

4 years ago

On my account, the access fee will be increased/ will not be discounted. So they offer 450$ discount but would charge $480 in return and ETF of $330 if I move out before 2 years of the contract.  This question was specifically asked by me to the rep. before placing the order with the same person(about the bill increase or any other hidden catch).  ATT is so irresponsible that because of their mistake, I am wasting my time. With this kind of policies, ATT will doom one day like the way Nokia is nowhere today. And this is not the first time that I am facing their worst customer service. And the illogical solutions they offer. Such a mess.

Regards,

Sunny Desai

MicCheck

ACE - Expert

 • 

12.4K Messages

4 years ago


@sunnydesai wrote:

On my account, the access fee will be increased/ will not be discounted. So they offer 450$ discount but would charge $480 in return and ETF of $330 if I move out before 2 years of the contract.  This question was specifically asked by me to the rep. before placing the order with the same person(about the bill increase or any other hidden catch).  ATT is so irresponsible that because of their mistake, I am wasting my time. With this kind of policies, ATT will doom one day like the way Nokia is nowhere today. And this is not the first time that I am facing their worst customer service. And the illogical solutions they offer. Such a mess.

Regards,

Sunny Desai


Ahhh, I see, that is a silly deal.

 

What are you still dealing with? Have they not issued a refund for the phone? You can dispute that with the credit card company. What other issues are you still having. 

Tutor

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6 Messages

4 years ago

they charged me twice once on my CC and on my ATT account as well. Now they called me yesterday, they were unable to remove the charge.  I have already returned the iPhone. The only thing I hear is ATT policy. I don't know if they have anything as customer service or customer satisfaction in their POLICY.

MicCheck

ACE - Expert

 • 

12.4K Messages

4 years ago


@sunnydesai wrote:

they charged me twice once on my CC and on my ATT account as well. Now they called me yesterday, they were unable to remove the charge.  I have already returned the iPhone. The only thing I hear is ATT policy. I don't know if they have anything as customer service or customer satisfaction in their POLICY.


Like I said, dispute the charge with the credit card. That will work much faster. 

 

What reason did they give for not removing the charge on your bill? The reason that would be legitimate is if the phone hasn't been received yet. If that's not the reason given, I think it would be easiest to just file an FCC complaint, which will get forwarded to the Office of the President and they'll take over. 

ACE - Sage

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102.3K Messages

4 years ago

Just an FYI...You are in a Mobile Share Value plan (as am I). You have a discount for access on your bill of $15 for being out of contract.  You were offered a 2 year contract, which meant losing the out of contract discount.  

Tutor

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6 Messages

4 years ago

That is perfectly fine, what if I tell you that your bill will remain same and still charge you $20 more. For the misinformation of the rep., should customer be troubled like this? 

Tutor

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6 Messages

4 years ago

@MicCheck Yes, sure. will wait for few days else I will try to get help for all the hassle. This is really worst of it's kind if they feel everything is alright. Like they can charge me twice for same thing, without my knowledge. All my accounts are autopay, so customer will never know if they dont check. 

Tutor

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6 Messages

4 years ago

Still waiting for the issue to be resolved. Such a mess.

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