Customer Loyalty Isn't What It Used To Be

Contributor

Customer Loyalty Isn't What It Used To Be

On Wednesday evening I arrived home from work to find my internet was redirecting me to an ATT billing site.  I logged on and discovered that my internet had been cut off for non-payment.  I had an e-bill that said (I thought) that I had until November 9th to pay the full balance.  Despite what one of the very rude people I spoke with said, I received no letter or email stating that if I didn't pay my bill by Wednesday that I would be cut off.  I did get one phone message but assumed that it was a sales offer and ignored it.  

 

I called and spoke with one woman who was very unhelpful.  I explained that my intention had been to pay the full balance on Saturday after getting paid.  She said when I paid that, my internet would be turned back on.  I asked that it be turned back on immediately with the promise to pay, but she said no.  Every question I asked her, every request I made was negated, coldly and short.  I then told her that I was considering cancelling my account altogether if this was the way I would be treated, and she stated that she would notate my account as such.  Is this the way you treat long-term, loyal customers?

 

I then called back, spoke to a gentleman who actually tried to be helpful by resetting my modem in hopes that it would get me back online until the next morning when I could maybe speak with someone different, but he was unsuccessful.  I then tried calling the original billing number back, and got yet another cold, rude woman who was also very unhelpful.  Essentially, I was being held hostage over thirty bleedin' dollars.  In addition, one of the people I spoke with entered a promise to pay for Saturday of the full amount.  I AGREED TO NO PROMISE TO PAY.  Promise to pay was contingent upon my internet being turned back on immediatly, something that hasn't happened.

 

I'm an animal rescuer.  We care for 48 cats and 11 dogs that were pulled from kill shelters here in the southeast.  We also crosspost and transport to save as many more animals as we can from certain cruel death.  My internet service is VITAL to our operation.  Trust me, had I known that ATT was going to cut my service off on Wednesday, I would have found a way to pay the $30 to keep it on, but at that point I had less than $5 in my bank account, and won't have any more until tonight when my payroll check goes into the bank.

 

We spend about $250 a month with ATT, between our cellular service with four lines and our internet.  I've been a cellular customer for over 12 years, and a U-verse customer for 2.  I am usually late on the bill but you've never had to come after me for the money, you always get paid.  To be treated in this manner, as coldly and uncaring as your employees were in your billing department, makes me want to walk away from ATT entirely.  I have a letter on my desk right now from CREDO wireless, they'll pay the ETF on my four lines and give us all brand new android phones to switch.  Their rates are comparable to ATT's.  Please tell me why I shouldn't take them up on their offer?

 

As far as the internet is concerned, I've been shopping.  I'm seriously considering telling ATT to whistle for their money and sign up with local cable internet instead.  Please give me a reason why I shouldn't?  Because truthfully, I'm feeling pretty darned unappreciated right now.

 

I came very close to getting rid of all of my ATT services about two years ago after the frustrating HOURS I had to spend on the phone each month getting my billing straight.  I don't like frustration, I don't have time for it, and I need my life as easy as possible.  We have a BIG adoption event planned for tomorrow, and ATT has made it extremely difficult for me to do the things I need to do to make sure the event happens.  I'm not a happy camper.

 

Truthfully, I can't in good concience recommend ATT to anyone anymore.  And I'm looking for other options.

Message 1 of 13 (7,857 Views)
ACE - Master

Re: Customer Loyalty Isn't What It Used To Be

I hate to be blunt but if you don't pay you don't get service.  I have had U-verse since Mar 2008 and I have never been without service due to a billing dispute.  I understand situations arise but it's kind of like your car......if you don't have money to put gas in it when it's out it doesn't start.  I would think there must be some other issues with you billing because they don't cut off your service for being a few days past the due date.  It must be more like 2 months past due.

 

With that said you can send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

 

See what they might be able to do for you.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 13 (7,841 Views)
Expert

Re: Customer Loyalty Isn't What It Used To Be

I would agree with BeeBee in that you may want to make sure that the bills are getting sent to you correctly. After you pay and get your service turned back on, check with a billing representative and do the following:

1. If you want a paper bill, tell them that (i.e. make sure you're not enrolled in paperless billing), and make sure that they have the correct billing address on file.

2. If you want to go paperless, tell them that, and make sure they have the correct e-mail address on file.

3. Routinely check your mail or e-mail for the bills, they almost always have a due date that's 30 days from the end of the billing period, and they arrive in your mailbox or e-mail about 3-5 days after the billing period ends. That gives you only around 25 days to pay the bill.

Message 3 of 13 (7,836 Views)
Contributor

Re: Customer Loyalty Isn't What It Used To Be

Obviously neither of you read my posting in it's entirety, so let me summarize:

 

I had a BILL that said that the entire amount was due on NOVEMBER 9TH - current month plus past due amount.  Nothing said on bill about cutoff date.

 

I CALLED and asked politely to be given a three day extension to pay.  I was treated RUDELY by not one but TWO agents.

 

This is not the first time I've had to deal with confusion and frustration from ATT, it's the second.

 

I'm a loyal ATT customer of over a decade, and they refused me service over $30.

 

AND, may I add, just because YOU have never had a problem, doesn't mean the problem doesn't exist.

 

Now, would the two of you like to try again?

 

And to one of your assumptions that I'm going to pay the bill on Saturday and resume service, as I said, at this point I'm most likely going to go with someone else - for everything.

Message 4 of 13 (7,814 Views)
ACE - Master

Re: Customer Loyalty Isn't What It Used To Be

Sure I will...........If you don't pay your bill ON TIME you risk your service being interrupted.  Simple fact.  There would not be a problem to fix if you had not created one by not paying your bill on time.  Right?  So the way to fix the problem YOU created is to pay your bill on time.  Since you didn't, why is it AT&T's fault they suspended your service?  Someone might have said they will give you 3 days but as I said before you have to be behind more than just this bill.

 

I can guarantee once you get service restored (if you stay with AT&T) you will be back here griping about the $30 fee that you are going to get charged for them restoring your service.

 

As for switching providers, I think you will find that ALL of them will disconnect you for non-payment.  If you can find one that doesn't please post back so we can all switch to them.

 

The offer above to PM ATTCustomercare is still an option should you choose to use it.  Good Luck.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 13 (7,802 Views)
Community Manager

Re: Customer Loyalty Isn't What It Used To Be

[ Edited ]

Hello carolinadancer,

 

Like BeeBeeSA suggested, if you want, one of our U-verse specialist will be happy to review your account and go over available options with you, please send us a private message and we will help.

 

Thank you,

Dmitriy


Rethink Possible


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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 6 of 13 (7,738 Views)
Highlighted
Contributor

Re: Customer Loyalty Isn't What It Used To Be

I've had issues with this too, although in the past I've had good personal customer service.  The issue I just had is very annoying and I'm not sure what direction I want to go with it.  I had paid last month, online, and came to pay this month's bill, only to find out the payment I made last month didn't actually go through.  This is the second time this has happened, I believe; the other time was quite some time ago and perhaps I made a mistake.  But with this incident, I did not make a mistake.  I wanted to chat about it, but didn't know the security answer to my question since that's been forever since I've seen it (or the 4 digit pass code).  So, yeah, the hoops you have to jump through here are ridiculous - no other site with credit cards or anything else that needs to be secure makes you do those things.  So, I got charged a late fee - I'm more concerned about my credit.  But in this type of situation, I'm sure there's no point in talking to a customer rep since they simply wouldn't see any payment (since you can't email them anymore, I couldn't even vent a little and ask them to look into any tech issues) - yeah, I didn't bother writing the confirmation code down, so that's my fault.  So from now on, I can either pay be check or go on auto payments . . . or leave AT&T. 

 

I'm tired of how much I pay for the service, when they're offering new customers a rate far far below what I'm paying.  Hey, how about actually giving lower rates to people who are loyal and actually stay?  There was a special offered to us recently for upgraded service and it sounded good, but reading the fine print, it wasn't good . . . *sigh*  Yeah, I want a company to provide straightforward service at straightforward prices with straightforward customer service.  We're planning on moving soon and will definitely be looking for a different provider.

Message 7 of 13 (7,678 Views)

Re: Customer Loyalty Isn't What It Used To Be


vnhawk wrote:

I've had issues with this too, although in the past I've had good personal customer service.  The issue I just had is very annoying and I'm not sure what direction I want to go with it.  I had paid last month, online, and came to pay this month's bill, only to find out the payment I made last month didn't actually go through.  This is the second time this has happened, I believe; the other time was quite some time ago and perhaps I made a mistake.  But with this incident, I did not make a mistake.  I wanted to chat about it, but didn't know the security answer to my question since that's been forever since I've seen it (or the 4 digit pass code).  So, yeah, the hoops you have to jump through here are ridiculous - no other site with credit cards or anything else that needs to be secure makes you do those things.  So, I got charged a late fee - I'm more concerned about my credit.  But in this type of situation, I'm sure there's no point in talking to a customer rep since they simply wouldn't see any payment (since you can't email them anymore, I couldn't even vent a little and ask them to look into any tech issues) - yeah, I didn't bother writing the confirmation code down, so that's my fault.  So from now on, I can either pay be check or go on auto payments . . . or leave AT&T. 

 

I'm tired of how much I pay for the service, when they're offering new customers a rate far far below what I'm paying.  Hey, how about actually giving lower rates to people who are loyal and actually stay?  There was a special offered to us recently for upgraded service and it sounded good, but reading the fine print, it wasn't good . . . *sigh*  Yeah, I want a company to provide straightforward service at straightforward prices with straightforward customer service.  We're planning on moving soon and will definitely be looking for a different provider.


We pay our bill online every month. You get a confirmation screen and a confirmation email. If you do not get those then you have not paid.  Also it depends on when you pay in the billing cycle wheither it will show up on the next bill.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 8 of 13 (7,653 Views)
Employee

Re: Customer Loyalty Isn't What It Used To Be

I've been a long time at&t customer. I too sometimes have to pay my bill late due to one reason or another. If you do a promise to pay, they will not turn off your services if you pay at least the past due balance on that date. I have a feeling if you would have just set up the promise to pay, they may have restored your services for you.  

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 9 of 13 (7,573 Views)
Mentor

Re: Customer Loyalty Isn't What It Used To Be

[ Edited ]

I love how the people in a better position are quick to be condescending. Of course until it happens to them. I have been in a near identical situation. Except we are never late, rest assured it makes no difference. We spend upwards of 400 a month between uverse and wireless. Have been a wireless customer for 10+ years and due to my desire to have as many bills under one roof as I could, I switched to uverse even though it was slower, costed more, and had many limitations. After the fact, I found out they still must be billed seperately of course.

 

Anyhow, fast forward to a time with tight finances (I lost my job and am battling cancer) and they shut me off even when I wasn't past due. If your bill goes over a certain amount (ours did due to something I can't recall what, but it was an auto disconnect not done by an individual) I called to have it restored. Offered a post dated billing thing like I did when I used wow and when I used comcast. Of course with greedy att this wasn't an option. I basically had to do without for a few days until we had the funds. Then they charged me to reconnect it lol. Priceless right?

 

Anyhow, att used to be the only provider that offered iphone so I stayed. I switched to uverse cause I'm OCD, no other reason. Maybe a bit of curiosity about the service. Either way I'm currently looking at where to go next. Phone bill is outrageous compared to others, uverse has a bunch of proprietary limitations as well as having your tv detract from your internet bandwidth you pay for. The bandwidth itself is slowed and costs more than the competition. I even upgraded from the 24 to the 45 when it came available and they charged me 100 dollars to upgrade my service and pay them more monthly!! Haha! Of course had this been available when I had initially switched I would have gotten it right off the bat.

 

I'm not a fanboy like most that are chastising you. I want to like and keep both wireless and uverse, truth be told, I can't offer you a single reason to do so. Ironic that the people in a dream state can't offer a reason either, only a finger to point.It's not rocket science, do the math. Your paying more for less and the customer service is even subpar. Loyalty is irrelevent so how about you tell me why your staying?

 

 

While I'm here posting (rarely) let me add. I wish I would have known. When u have the 24mbps you are restricted to 4 HDTV lines playing whether it be tvs or recordings or a combo. This all taking your bandwidth to nothing of course. I had assumed with upgrading to 45 it would afford me more "lines" so to speak. It does not. You will still be cutoff at the same amount. They wonder why they are struggling. I barely made it out of high school and it's obvious to me, what are the best and brightest that I'm sure the top brass hire and overpay missing?

Message 10 of 13 (7,434 Views)
Mentor

Re: Customer Loyalty Isn't What It Used To Be

[ Edited ]

Lol yea I'm gonna have to cancel and I am MAD about it. My promotion just ended and my bill went from 140 or so to 210+fees (whatever that means) and the csr said they can't apply any promotions to me. She said I'm sorry I'm not supposed to say but your options are cancel or pay.

 

I've used you guys a decade and you now tell me to practically double my bill or bounce? All the while I see right on your web page u300+24mb (not counting the fact I use wireless and my wife has some teacher discount) costing 90 a month with a free xbox and visa reward card.  Lol (made me delete w t h rofl)

 

you guys are off your rocker. Now I have to contact a different ISP. Change my email which is a pain on all my online accounts, deal with an installer and my house being wired up like fort Knox all because you Guys have the worst customer service I have ever ever seen.

 

[Inappropriate content removed]

Message 11 of 13 (7,415 Views)
ACE - Expert

Re: Customer Loyalty Isn't What It Used To Be


klepp0906 wrote:

...

 

 

While I'm here posting (rarely) let me add. I wish I would have known. When u have the 24mbps you are restricted to 4 HDTV lines playing whether it be tvs or recordings or a combo. This all taking your bandwidth to nothing of course. I had assumed with upgrading to 45 it would afford me more "lines" so to speak. It does not. You will still be cutoff at the same amount. They wonder why they are struggling. I barely made it out of high school and it's obvious to me, what are the best and brightest that I'm sure the top brass hire and overpay missing?


You are limited to 4 HD streams whether you have the 32 Mbps profile or the 55 Mbps profile and regardless of your High Speed Internet service.  However, those 4 HD streams take a lot less of a bite out of your Internet service on the 55 Mbps profile:

32 - (4*6) = 8 Mbps

55 - (4*6) = 31 Mbps

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 13 (7,402 Views)
ACE - Expert

Re: Customer Loyalty Isn't What It Used To Be


klepp0906 wrote:

Lol yea I'm gonna have to cancel and I am MAD about it. My promotion just ended and my bill went from 140 or so to 210+fees (whatever that means) and the csr said they can't apply any promotions to me. She said I'm sorry I'm not supposed to say but your options are cancel or pay.

 

...

 

you guys are off your rocker. Now I have to contact a different ISP. Change my email which is a pain on all my online accounts, deal with an installer and my house being wired up like fort Knox all because you Guys have the worst customer service I have ever ever seen.

 

[Inappropriate content removed]


Actually, if you call and tell them you are going to cancel if they can't do anything, you should be transferred to retentions, whose job is to retain you.  You may get relief there.

 

Next time you do have to change your e-mail address, don't change it to an ISP based one; change it to AOL or GMAIL or YAHOO; anything else.  There are also e-mail forwarders who will just give you a stable address and forward it to your ISP mailbox. Then you won't have to change it with your ISP.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 13 (7,401 Views)
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