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Anyone else get the "run around" to cancel?

Contributor

Anyone else get the "run around" to cancel?

First of all, we loved the service when we had it. However we had to move, and that's when we had to deal with the awful customer service department. Getting through to someone takes a minimum of 10-15 minutes (on a good day) of being on hold before you get to an actual agent. Most of the time, they end up transferring you and you have to explain situation multiple times. We were told one thing and then got email and letters stating others. It took almost two months to resolve our issue. (And by resolve I mean me giving up because I'm sick of dealing with them.) I will not ever go through them for another security system in the future and will let everyone I know not to neither. They are a headache to deal with and the "customer service" does not "serve" their customers in any way shape or form. I'm curious who else has had to deal with this and their condescending customer representatives? We've been with AT&T for awhile, and if this is what it is coming to, I'm considering switching all of our cell phone and iPads to another user. (Someone who understands the customers issues and resolves them efficiently.)

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Message 1 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

Yup. Currently getting the run around today. I've had a terrible experience and will be letting everyone know to stay clear. This is 5 tech appointments and 8 phone calls later. I can't seem to get someone on the phone that sees the entire scope of the issue. Support model is very silo'd, these people clearly don't speak to one another or utilize any notes a previous tech may have left (if any at all, right?).

 

I still have my cellphone service with ATT. No issues there, but will cancel that as well for treating a longtime customer this way. Ive been with DL for 3 years and mobile for 15. I shouldn't have to jump through hoops to get services and more hoops to cancel. 

Message 2 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@JasonWalker23 I'm sorry to hear of your frustration. Please private message me your name, address and account #. I will have someone reach out to you to see how we can assist you.

 

 

*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 3 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

I have been a very loyal AT&T customer for over 20 years, with wireless services, DirectTV, Uverse Internet, and Digital Life. I am in the process of moving to a new address and moving my AT&T services has been a complete nightmare. Each different service is requiring a do a credit check to move my services to the new address, when they can clearly see I have been a loyal customer. When I refuse the credit check, and am transferred to a supervisor, the supervisor then rudely states there is no one that can help me. Digital Life threatened to charge me $400+ fee to cancel because they are refusing to transfer my service to the new address without performing a credit check. When I asked to speak to someone who could help me, I was again rudely told "no one can help me". I am just so sick how I have been with this company for song long and to be treated this way just to move to a new address. I refuse to do a credit check, and if that means I need to cancel ALL my services with this company, I refuse to be charged cancellation fees. All I want to do is move my Digital Life to my new address, but I refuse to allow a credit check, when the company can clearly see I am a loyal paying customer.
Message 4 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

At&t owes us 220$ in over charges and then they go and shut my service off when one of the employees i talked to on the phone clearly stated he could see the over charges and that we do not owe anything at the moment gave me a confirmation # his name and all told me i would be contacted within 10 days about them applying the 220$ owed in over charges i was never contacted i was shut off my wifi & cable both disconnected. Ive called every day since and i just get the run around and get told no one will talk to me unless i pay to have my service restored!! Theyve got to be kidding rite?? Haha nope there serious ive never dealt with such crap in my life

Message 5 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

I agree. I have been a loyal cell customer for over 15 years and because we sold our house and had to cancel our service it has been a nightmare ever since. I will definitely not be installing digital life in my new house once it is done being built and am also considering switching my cell service. I can not understand how digital life can be so poorly managed and unlike most my experience with AT&T to date. It is definitely no way to treat a longtime customer.

Message 6 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@Jameswright21  Hello. My apologies that you are having some issues. From your post , I am not sure what the issues are, however, if you would like to  click on my user name and then click "Send PM" to send me a message with your name , address, contact info and account number, and the issues, I will have a specialist research them and contact you to resolve them for you.

Thank you

 

*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 7 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

I’ve been trying for 3 months and am having the same issue will not cancel and I have moved so I can still

open doors and stuff at my old home!

 

I have spent over 5 hours trust with no results!

 

I will not use ATT for services again and want to change cell phone service after 18 years!

Message 8 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@Slateisgreat  Hello. My apologies that you are having issues... I have sent you a response to your PM.

*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 9 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

I am currently having the same situation.  SInce July 11th.  I was guarantee services finally yesterday aug 2nd and can you guess they found another problem where signals are not reaching the main box, now they want me to wait more.  Absolutely ridiculous.  I would never recommend att.  They say they will call you back and do not.  I have kids, now almost a month no tv or internet.   Comcast would never treat their people like this.  Absolutely livid with their lies and service. 

 

ATT can call me (removed for customer privacy).  I am still waiting on a call for when I will have services,  Absolute joke!!

 

 

Message 10 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@Chrislessie1 Hello. My apologies that you are having some issues. From your post, it looks like the issues are regarding DirecTV or AT&T broadband? Are you having issues with your AT&T Digital Life? You posted this in the Digital Life Forum, so i want to ensure that you are posting in the correct place so you can get the assistance needed. You also posted your phone number in a public forum, so I edited it out due to customer privacy.

*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 11 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

I HAVE BEEN TRYING TO GET UVERSE AND INTERNET SINCE JULY 11.
Message 12 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@Chrislessie1  Ok. Have you tried posting this in the forum for Uverse or broadband? Unfortunately, I am not able to assist you in this forum as this forum is for AT&T Digital Life.

*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 13 of 19
Contributor

Re: Anyone else get the "run around" to cancel?

Today I called 1800-288-2020 to cancel my internet service.  The person who answered immediately transferred me to the customer loyalty and I sat on that phone line for an hour and 45 minutes before I gave up. I drove up to the nearest AT&T store and told the store manager that I wanted to cancel my Internet service, he said we only subscribe you but do not cancel.

 

Do you see the irony?. I will never ever get AT&T service again. I would like to cancel my internet service and they are making me suffer for it.

Message 14 of 19
Community Support

Re: Anyone else get the "run around" to cancel?

@ZAR000 Hello. My apologies that you are having some issues. From your post, it looks like the issues are regarding AT&T broadband? Are you having issues with your AT&T Digital Life? You posted this in the Digital Life Forum, so I want to ensure that you are posting in the correct place so you can get the assistance needed. 

*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 15 of 19
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