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New Member

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1 Message

Sat, Apr 4, 2020 9:57 PM

Worst customer service

ATT has the WORST curstomer service I have ever experienced. I help my elderly parents with their monthly payments and recently they cut their service without any reason! The bill was charged to my account, the balance was 0 and they cut my fathers cell phone service during a global pandemic. The only way to understand ehat happended is using a pin wich they sent to his phone, but my father is 90 and doesnt know about text msgs. We were on the phone 5 hours!!!! We are in Maryland and they are in Puerto Rico with no one to help them retrieve the (Edited per community guidelines) text msg for the pin. I ended up paying another bill for God knows what. Their needs to be a better way For family members to help elderly people remotely!

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Brand User
ATTHelp

Community Support

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127.2K Messages

4 months ago

We apologize about your experience, @Ddiane!

 

During this health crisis, we understand the importance of keeping our customers connected as all of us work to keep our communities safe. We invite you to view our response to this pandemic which includes a topic of how to request waiver of late fees and overage charges.

 

We'll forward your remarks to the correct department for review and consideration. Stay safe.

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

New Member

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1 Message

a month ago

you think your customer service was bad - I called to see what plan I had and if they were offering any discounts - i was turned over the the loyalty people - oh thank you for being a great customer we will give you $30 off your bill for a whole year - now this won't change my plan right?  Oh no we appreciate you business - the very next week they started taking channels off that I have been watching for years - when I called oh we just made some adjustment to the different packages and you lost some of your channels but if you want to upgrade it will cost you another $15 to get your channels - some loyalty program - if I would not have called I would still have my channels - what a scam - now I am looking for another network as soon as I can get turned over to another supplier I am leaving the scam artists at direct TV - oh the second loyalty customer service said I am sorry but some of our people are young and they don't know all the rules.  What a bunch of (Edited per community guidelines) - that is why I don't have ATT cell phones bad bad customer service - scam artists

(edited)

New Member

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3 Messages

a month ago

I recommend filing a complaint with the FCC and the FTC. You need to file with both.

https://broadbandnow.com/guides/how-to-file-fcc-ftc-internet-complaint

New Member

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1 Message

I wanted to write about my experience with signing up for AT&T services for their Fiber 1000 Internet Services or what they also call their UVerse Internet. 

I signed up for a special rate for one year after which the rate would increase by $20 per month for the same service. I already had a Fiber setup installed at this address so I did a self install and the speeds were very good (as I had setup an Ethernet connection). The problem from day one was AT&T’s tech support department seemingly deliberately sabotaged my UserID setup for my Account (that was how it felt after over 11 hours in two days, trying to get the problem resolved). I had successfully set it up myself but I could not install the McAfee Security for my All-In-One computer, so I called their tech support to assist. The tech instructed me to set up a new UserID which didn’t make much sense to me & said so, but followed the instructions and when I attempted to sign in, it gave feedback the system could no longer identify who I was. I spent hours online with various tech support staff trying to undo the mess but never received the assistance I needed (they ALL stated that once multiple UserIDs were made for an account, there was nothing they could do to eliminate them!) and was locked out of my account for the next week as I could not sign in, could not access chat without signing into my account first and their Artificial Intelligence (AI) that answers their customer service line would NOT allow me to speak to ANY human! It insisted on knowing what service I wanted assistance with and once I stated “Internet”, it would immediately start testing the “lines”, tell me my Internet connections are great and immediately hang up on me!! The following Friday, I spent from 11 AM until 5 PM also attempting to get it fixed so I could sign into my account so I could sign in to do things like pay my bill, etc.—small things like that! I had to ask the AI Wonder Machine to hook me up to the Loyalty Department just to finally talk to a human. They had me talk to a Digital “Expert” who had me use one UserID to sign into my HBO account, one UserID to sign into my Email account and another UserID to sign into my Account but she refused to help me install the McAfee Security! So I was transferred to Tech Support who insisted I change my password for signing into my account and then transferred me to McAfee to install Security when he couldn’t do it!! McAfee tech was quite upset to find that when I signed into my account the message “SYSTEM ERROR” appeared and so he couldn’t install it because I STILL could NOT sign into my account AFTER TWO FULL DAYS ON THE PHONE with AT&T Tech Support. I cancelled service right after that and was told I would not have to pay for the week of “services” I had been locked out of. I would like to know how a TECH company would not be able to assist a customer resolve an ONLINE account issue of their own making. So much for AT&T enriching the lives of their customers. 

New Member

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1 Message

14 days ago

This company has the ABSOLUTE WORSE CUSTOMER SERVICE!!! It seems as though they only learned how to transfer you from and to one department after another department. I spent 1 hour on the phone and talked to 6 people including a supervisor that told me that I have to find some other way to resolve my email issues because I cancelled my account a month ago. When I am receiving verification emails from their company with someone else information attached to emails for me FROM THEM. What kind of Bull**it is this when your company made the mistake!!! It does not matter when or that my account is cancelled!! I called to tell you there is an issue OR fraud and that accounts are crossed that should not be.....and that it needs to be resolved!!! 

(edited)

cmcmcm

Tutor

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34 Messages

14 days ago

"Durring the health crisis you understand..." nothing.

A-hole's at ATT did nothing for me for MONTHS after repeatedly begging for assistance.

Dumped them and now and feel safe enough to speak candidly about them without fear of retaliation.  Please post your complaint to BBB.org and file a complaint with the FCC

https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744

ATT deserves to go out of business, and fast.

New Member

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1 Message

6 hours ago

I signed up with att with a promise of 350 bucks in gift cards for all the promotions I "qualified" for.. they sent me codes to redeem 150 bucks of it and Ive been on phone countless time, who knows how many hours trying to get the remainder of whats owed to me on that.. I have been passed to countless people having to tell my story over and over and only ended the convos with yet another promise to get this fixed.. it is august.. I signed up in first few days of march and IM STILL DEALING with broken promises, and on top of ALL of that, not ONE person has the decency to phone me and at least tell me UP YOURS... no, I always have to be the onne to reach out, just to be passed around like a hoe, and then promised something that will NEVER happen.. Yet there is supposedly NO NUMBER I can call higher than the (Edited per community guidelines) making things worst with all the (Edited per community guidelines) they are feeding me?

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