Teacher
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AT&T Has the Worst Customer Service I've Ever Experienced
I just got off the phone after 2 HOURS, and talking to 4 different people, including a supervisor regarding a very simple, easy to fix problem. I was erroneously charged $30 "reversal" fee. All they had to do was appologize for their mistake, credit me the $30 and I would get out of their hair and leave them alone. But no. They had to argue with me about why the charge was there, how the billing works, and many other superfluous topics. The first representative I spoke to was the rudest woman I've ever spoken to. She kept talking over me, saying the same thing over and over and when I asked to speak to a supervisor, SHE HUNG UP ON ME!!!!!! Who does that, and why does she still work there? When I called back, I waited for over 20 min on hold before speaking to a second representative who was a lot nicer, but yet again, nothing was resolved. She brought her supervisor on (I think she was new and had to for procedure purposes, which was fine), and he did nothing about my problem but transfer me to the Accounts Recieving department. When speaking to that department, still nothing was resolved, and she didn't even know what the call was about, didn't have my account pulled up or anything. I had to explain everything all over again for the fourth time, and NOTHING WAS RESOLVED! What a giant waste of time. I've had so many bad customer experiences with AT&T, but this was the absolute worst. I could go on, but I've wasted enough of my time dealing with this awful company.
Jctoxik
Contributor
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1 Message
8 years ago
Nothing you can do.. Go to Verizon they are worse, more expensive more rude, more equipped to tie you up with procedural scripts etc its intentional and its called "loss prevention" these two monoliths wre responsible to no one... You think unions are bad and that the "free market" works? This is singularly the best modern example of where a "free market" leads. Dergulation leaves the big fish to gobnle up the little fish until they are the only options and then they exploit and rob us... Think insurance Utilities Energy producers Cable providers Airlines Etcetcetc Consolodation equals poor service and overcharging but its impossible to avoid in our modern lives... Democratic socialism bad Free market cspitalism good NOT!
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Lumber
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1 Message
8 years ago
Totally agree with the above comments....I had no idea their service could be so bad. The AT&T customer service is the worse in the Uverse....unbelievable. If their Customer Service (CS) is any indication of their system capability, I'm glad I plan to cancel my new order with Uverse before it is even installed. After three phone calls that lasted a total of two hours, I got no remedy. All three conversations were painfully redundant with the same systematic questions and all conversations ending in that "I must connect you with my supervisor" and all three times I was disconnected although I mentioned to the last two agents that every time I get transferred I get disconnected....I'm convinced it is their game.
When placing my order for new service I reviewed numerous installation choices to select an option that would minimize my missed time from work. I scheduled a two-hour installation window and took vacation to be home. I was supposed to get the installation today and no one showed. Near the expiration of the installation window I went to my computer to get an ATT number and noticed they sent me an email (one hour into the installation window) that my install would be next week at a specific time. I called CS to explain I took time off (lost money) and why did no one have the courtesy to call me as they always want my contact numbers.
All CS reps were worthless and if apologizing did not remedy the problem or if I varied from their script, they would connect me to a supervisor, which all three times were disconnected.
If you have options, I would choose any provider other than AT&T. If they are your only option…move!
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Monkeysee
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1 Message
8 years ago
The WORST customer service I have ever experienced. Spoke with a representative this morning said he would cal me back after talking with his supervisor and I never heard back. Reached out to customer service again 7 hours later waited 2 hours 6 different representatives and they could not give my company same offer even though we have been long standing customers. WHERE HAS CUSTOMER SERVICE GONE?
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disgusting
Contributor
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1 Message
8 years ago
Honestly, AT&T is way too big of a communications company to have such problems with communications. Everytime you try to call it's 20 prompts before you get a person, then it's transfer to another person, and transfer and you spend at least 2 hours and get no results. I guess they're using the call centers in India and Phillippines too. Cheap labor!!
I've spent 2 hours trying to get a person this evening and the system puts me on hold then another recording comes back and says I've reached the wrong number dial the 800 number again. REALLY?? THIS IS SAD! I think I'm about over it. Time to change services.
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Yurivanetik
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2 Messages
8 years ago
I agree. AT&T is - in my experience - the worst offender. It is partly the nature of a big company, and partly horrible hiring and training. The people at AT&T would be better as prison guards in some third world country. There are no boundaries to AT&T's shameless behavior and policies... I have endured them for more than 10 years, and it is time to switch to another mutant telco. I am trying Fi - Google service.. Hopefully, they have a different culture.
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worstcomever
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1 Message
8 years ago
This happended exactly to me. I didn't rememner my pin number, and I tried to ask the staff if there is any option I can do to reset my pin, to pay my bill online. So she ended up say no, and hung up the phone. I called more than five other time just to ask how to set up my online payment because I don't have check. So they don't let me pay the bill neither cancel my plan. It's been two months now havent pay the bill. I'm waiting for them to cancel the contract so I don't have to stick with this terible company again.
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Anjo2411
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1 Message
8 years ago
I've also had terrible customer service... To make a long story short, we cancelled a service and were explicitly told that we would not be charged a cancellation fee... but low and behold, a cancellation fee for $180 showed up on our bill. I called back and noted that the last person we spoke to had told us very clearly that there would be no cancelation fee given the circumstances/reason as to why we had to cancel the service. We were sent to their retention people, and I asked to speak to a manager/supervisor, who I did speak to and who was extremely unpleasant during the entire conversation. She told me that there were no notes on our account (of course) that could validate my "claim" that we were told there would be no cancellation fee. This is when things really went south... I asked her if calls were recorded, and that I'd like someone to listen to my call with that prior representative because that would clear up and validate that we were in fact told "no cancellation fee will be applied". The supervisor then told me that the only way she could do that is if I told her the name of the representative with whom I spoke OVER A MONTH PRIOR to that call. Honestly, I was transferred 3 times during the cancelation process and and about 4 times during my call back... making it a bit tough to remember every person's name I spoke with. In addition, after telling the supervisor that I obviously could not remember the person's name and that it was a ridiculous request, I asked why she just can't pull up my account and look it up herself... which is when she confirmed that SHE CAN SEE THE RECORD OF THE CONVERSATION AND THE PERSON'S NAME WHO I SPOKE TO... yet she needed ME to confirm the name of the person who I spoke to in order to go any further and listen to the call recording!!!!!! That is RIDICULOUS... she was able to see the conversation record on her screen and CHOSE not to help me and CHOSE to make up some illegitimate claim that the customer must speak the name of the representative in order to have the call listened to to verify information on the call. Unreal. I felt so frustrated and targeted, I know my statements are true, and I think she was surprised by my request to listen to the call to confirm my statements, and panicked and made up something so that she could refuse to help us and issue a credit. Being lied to didn't feel good, and I'm definitely going to be reassessing my services when my other service contracts with AT&T expire.
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