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warren10005's profile

Contributor

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1 Message

Saturday, January 21st, 2017 8:24 PM

How to file a complaint against ATT U-Verse

 

My daughter, a recent college graduate, moved into a new apartment the first week of January.  At that time she went online to start an ATT account for Uverse and internet service.   However, because she had no credit history (would not accept her SSN), the ATT website directed her to a call center for assistance.  During the call she learned there would be a non-refundable $449 charge assessed due to her lack of credit history.   She declined and inquired about other options, such as using a co-signatory.  She was told that if she could use my SSN and bank account information that would negate the $449 surcharge, but they would need to talk to me.  I was not available so we called back on January 8, 2017 and confirmed the previously provided information regarding the use of my SSN and bank account to avoid the $449 charge.  When we received the quote from the ATT phone rep, it was higher than the prices advertised on the internet and we were told that we must apply via the ATT website in order to get the better rate.  During the application process my daughter used her name and address for the “service address”, and – per the instructions of the ATT phone representative – used my name, SSN, and address under the “billing” information.  Despite following the instructions of BOTH phone reps, my bank account was charged $449.   This is clearly unethical, and I believe it to also be illegal.  After spending 45 minutes on the phone with “Kim” today, and in the absence of any other information available on the ATT website, I have come to the conclusion that arbitration is the best path forward.  This forum seems like a very circuitous route for customers to have to take in order to get information regarding the arbitration process.  I have been a satisfied ATT customer for the past 8 years, but find this incident to be both disappointing and infuriating.

 

[Legal discussions are not permitted per the Guidelines]

Community Support

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6.7K Messages

7 years ago

Hey @warren10005,

We have sent you a private message and look forward to working with you to get this sorted.

ATTU-verseCare

Contributor

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1 Message

7 years ago

Hello, I'm needing to know who do I speak with about their employees having an issue with TRANSGENDER people. So I call like I  always do when  my services are acting up at my home but today Ms. Jo-Desie which they didn't wanna give me her employee ID number but okay, She asked my name and I gave it to her then she has the guts to tell me HOW IS MY NAME RICHARD AND I SOUND LIKE A WOMAN so WHO AM I SPEAKING WITH I TOLD HER MY NAME AGAIN. Now she and the lady in the background is laughing like my gender is a laughing matter to them. She didn't even help me and this is the second time I have spoken to this person the first time I just prayed for her and her rude comments but not this time. I talk to a supervisor (Chava) about the issue and he said she will get a COACHING. I'm disappointed with the training. The main reason why I called was because they keep adding plans to my services that I didn't approve and having problems giving me back my money. 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Contributor

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1 Message

7 years ago

I would like to know how I can file a complaint regarding one of your customer service representative in the retention department. I never received a text for me to respond regarding my experience like I normally do. Thank you

Tutor

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1 Message

7 years ago

This is the worst company in the world!!!!!!!!!! They call themselves number one but they have the worst customer service reps they throw you in hold or hang up on you if the can't handle the call. You constantly get bounced back and forth. This company will bill you for things you don't have or if they make an error on your account they will tell you they'll give you a one time courtesy. "One time courtesy for their mistake ha!!!! The worst day of my life is when I switch from Direct tv to U-verse (which is supposed to be the same company right?!) apparently not because one side doesn't know what the other side is doing and meanwhile you're racking up fees and everything else from both of them that you have to stress yourself out proving to them that you don't owe it because they are to dumb to realize you made a switch in March and 3 weeks later you owe over $900, how is that possible! They will disconnect your sh..t over $15 so tell me how can I bring a $900 bill over to new service within the same company???? How is it that my monthly service is $105 and my taxes are $66? I can go on and on about them so for now I'll sum it to them being the absolute worst!!!! I can't wait to be done with them, I have to call every freaking month about my bill and get no results.

Contributor

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1 Message

6 years ago

Att takes advantage of their customers. On 6/19/2017 I signed up for their Support Plus service but was not told I was entering into a one year contract. When I tried to have it discontinued on 2/2/2018 they told me I had a one year contract of which I was never informed. They told me the information was sent to me when I got the service. Checked the email and found that I could click on several links to find the information there. As a senior citizen I feel I should have been informed by the rep I spoke with last June.

 

They slowed the iPhone 6 and don't inform customers of contracts they are entering into.

 

Goodbye ATT after all these years. 

SMDH 

Contributor

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1 Message

6 years ago

AT&T U-VERSE has the worst customer service EVER!!! I'm not sure who trains the customer service representatives or the supervisors but ABSOLUTELY NONE of them that I have spoken to in the past 3 days have told me the correct information apparently because I get told something TOTALLY DIFFERENT EVERY TIME I CALL!!! My child has been sick an back and forth to the hospital and is actually in the hospital. We paid our bill due an was told our services would be restored the same day. We was not aware that the account had been completely disconnected due to we haven't been home and wasn't told that it was until after we paid the bill. We called an paid the full amount and was told our services would be restored the same day guess what that was a LIE!! I called several times in 2 days trying to get our services restored due to the only way I can contact my husband is by WIFI due to he has been at home with our son the past few days. First I was told same day well it wasn't restored, then I received a phone call from a Mr. Yaniz phone number 305-205-3539 stating that someone would be calling me this morning between 9am and 11am to come out and restore our services guess what that was a lie never received a phone call, then I get told that it will be restored on Monday the 21s between 9am and 11am well that was also a lie because according to my account it was set up for Tuesday the 22nd between 9am and 11am so I called them back again only to be told it would be the 26th. I have explained our situation to them several times during each phone call. I have been transferred several times to EVERY DEPARTMENT for AT&T U-VERSE all because they kept telling me that they couldn't help me or that they were showing 2 different accounts for us which we only have one account. I have spoken with numerous representatives an numerous supervisors all to never get the same response from any of them!!!! I don't recommend for anyone to EVER USE THIS COMPANY FOR SERVICES OF ANY KIND!!! KEEP IN MIND WE ALSO HAVE TV THROUGH THEM AND IT WAS RECONNECTED WITHIN 20 MINUTES OF ME BEING TRANSFERRED TO THE CUSTOMER REPRESENTATIVE REGARDING OUR CABLE BUT THE ONE THING THAT WE NEED THE MOST I KEEP GETTING THE RUN AROUND ON. IF I COULD WAIT ALMOST A WEEK FOR SERVICES TO BE RESTORED THEN I WOULDN'T BE ANGRY AT ALL BUT CONSIDERING WE NEED OUR WIFI RESTORED AND WAS TOLD IT WOULD BE RESTORED THE SAME DAY!!!! Not only do they lie to you they also hang up on you or put you on hold and never come back on the line!!!! Worst experience EVER!!!!

Contributor

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1 Message

5 years ago

I had Mr. Y from the Florida call center cursed at me. Then he ended the call by hung up the phone on 12/7/18 at about 1:20 pm PST. He also stated he was the supervisor and manager and carries both titles. [edited for privacy – please do not post personal information]

New Member

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1 Message

4 years ago

I have had AT&T Uverse internet for the past 5 years. I have been paying for high speed internet the entire time, and it always felt slow. However, whenever I called in to AT&T they told me all was find on their end. About 1-2 years ago, I finally decided to increase our internet speed in hopes of having faster internet. Well, our internet went out about a month ago, and so a technician had to come out to fix it. He told us that our internet has been running through a telephone cable which could never have been high speed. He supposedly installed a new cable, and our internet seemed a little faster in the beginning, now it's terrible.

 

I called them to see if there was anything they could do, especially since we have never had high speed since we have been running through a phone line. They were unhelpful, and asked if they could come out and fix it now or else we would be changing carriers. 

 

I called xfinity, and they came out today, but told me that we didn't have a coaxial cable to run high speed internet, so now we have to have a cable installed underground in order to get high speed service.

 

Question is, what can I do to get compensation for the multiple years of paying for service that we obviously have never received? Has anyone had any luck in sorting this out with AT&T, or will I have to go to small claims court?

 

Thank you.

Former Employee

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32.9K Messages

They won’t compensate you. At best they are responsible for 3 months of a discount. It’s in the terms of service. 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
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