Horrible service

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Contributor

Horrible service

[ Edited ]

I am at my wits end trying to deal with ATT.  I had 4 accounts- of which I had to cancel all because of their inability to handle issues and their phone prompts result in literally hours to handle simple things.  I unfortunately had to keep my internet due to lack of other options in my area.  I was promised a flat rate and thought I had set up automatic payments before leaving the country.  Since my departure I have had the internet disconnected TWICE.  I paid for re-connect ONCE- just because I thought there was some problem but refused to pay a second RECONNECT fee.  There is all my information on the file.  I have given the exact person's contact and email address that arranged for the service, I have written a letter, gone on live chat, done everything in my power to resolve FROM CENTRAL AMERICA.  I today registered a complaint with the FTC- don't know what that might do?  I am still without service in Florida which affects my business here in Panama.  I am astonished a company as well know as ATT is so lack in helping clients.  My account number is ******-  My initial contact was Katie -****** I sent a check in recently for 2 months of service since the auto pay didn't take effect for a 2nd time.  Jessica

 

[edited for privacy-please do not post personal information]

Message 1 of 5 (220 Views)
Community Manager

Re: Horrible service

Hello, kwjess!

 

Thanks for posting. I'm sorry to hear about your recent service and billing issues. We would appreciate the opportunity to remedy the situation, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns. Once again, I apologize for the frustration and inconvenience.

 

-Mariana

Employee Contributor*
*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.
Message 2 of 5 (194 Views)
Contributor

Re: Horrible service

[ Edited ]

I have been dealing with this problem since April. I am really quite fet
up with it but have no choice but to deal with it still since I am WITHOUT
SERVICE. As I explained- ATT really needs to get their phone systems in
better order if you demand to be called to correct problems. I am in a
foreign country but need connections to my house in Florida- UNDERSTOOD!
Every attempt so far has been futile or unacceptable.
I actually canceled 4 accounts due to lack of service and switched to your
competitor. If it makes you feel any better- I have problems with them as
well. It seems it is all a big joke - to bait and switch - only to provide
the same horrible service or change in rates.
Lets get to the point. I need/want internet at my house at 1824 Florida.
Katie ( I gave address in the forum) was very helpful at sign up- aren't
they all. Since that day- I haven't received one response from her-
although she promised to be helpful if I needed her and gave me her
personal email with ATT. I was quoted a flat rate of $50 for high speed
internet- no taxes as she explained because there was no programming there
would be no taxes. I had ATT techs come to the house to advance the
service and was told that some of the charges were dropped/pro-rated etc.
Everything was up and working and I left the COUNTRY!
Upon getting to Panama, I found out that my service was disconnected. I at
one time- had all my accounts set up with auto pay. When I became unhappy
with the service and continued problems- I canceled this. So I decided
against my better judgement and because of necessary business had no choice
but to pay fees to restore service when here to get service back on. When
I looked at my bank statement that dropped the 10th of last month- I
noticed again NO CHARGE for ATT- I CONTACTED YOU!!!! Wondering why. I
have tried twice to get things resolved on line- obviously with no luck.
I was informed at that time that I still WASN'T hooked up with auto pay
and my current bill was something like $148! I asked why- and the chat line
rep explained that it was for two months and another restore fee!
I wrote a detailed letter - sent it via email to Florida- and instructed
those in charge of my bills- to pay $50- for June and $50 for July. HAVE
YOU RECEIVED THIS? I asked why I would have to pay another restore fee-
since my service was NOT DISCONNECTED at this time. I was the one that
brought it to YOUR attention that I was not being billed. Of course NOW my
service IS DISCONNECTED.
If you want to resolve this matter as a professional company should- then
you should immediately restore my service. Find out if you have received
my letter and check. CASH THE CHECK- and make sure I am set up for future
auto deductions since I am not able to write a check from Panama! If you
need any information from me- you will have to EMAIL me to get it -
although I have already given it to you several times. I am not wasting
more of my time or money dealing with calling you. I also understand that
another month of service is most likely due- August. Let me know if you
will be deducting it automatically - which I would request- or if you want
me to arrange for someone to write a check.

Jessica

 

[edited for privacy-please do not post personal information]

Message 3 of 5 (190 Views)
Contributor

Re: Horrible service

[ Edited ]

Still waiting for reply or resolution to my situation.  Not surprised really that I haven't heard back as this is the continued problem with ATT-  no reply.  FTC should be getting in touch with you and I will look further for other assistance until I get some satisfaction.

 

I have no internet connection to date.  I have not found out if you received my check-  it has not cleared my account.  I don't know if my service is out due to disconnect- which it wasn't until a few days ago or if it could just be something as simple as unplugging the router-  AGAIN if there was only communication from ONE OF THE LARGEST companines know for COMMUNICATION- that should have been expressed-  did you disconnect or is it a device problem????   I am in a foreign country and not able to just push a button from Central America- so I need your help at least with that!

 

The issues with the billing- or lack of- is the 2nd issue at hand.  The fact you took money for one account that you shouldn't have and didn't take the funds for the active account - is another matter.  What happend to my refund being sent to the wrong address! Pull my file and get back to me before further action is made.

Jessica [Edited for privacy.]

 

 

Message 4 of 5 (172 Views)
Community Manager

Re: Horrible service

Hello, again!

 

It looks like you haven't had a chance to send us a private message yet. To do so, simply click on the link below and one of our reps will be able to work with you to find an acceptable resolution. Once again, please make sure to include your name, contact information, and a brief description of the issue. 

 

Send A Private Message

 

Let me know if you have any other questions or concerns.

 

-Mariana

Employee Contributor*
*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.
Message 5 of 5 (153 Views)
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