07-24-2014 7:55 PM
Ok... Not sure where to begin except at the beginning. We have been customers for well over 14 years and of course living in the same place for the same period. We were finally going to move from an apartment to a house and wanted to take our great AT&T services with us which consisted of a Phone Line account (landline/POTs) and our Internet account (U-Verse Internet). Please note that both services were under my husbands name (2 separate accounts) and I am authorized on both accounts.
In preparation for our move, I went online to do a 'Change of Address' for our accounts or at least the mailing address so we could recieve our paper bills at the new address. Unfortunately, I wasn't able to do it online as it directed me to call the Customer Services line. I went ahead and called to only do a 'Change of Address' for our paper-bills and was going to wait for my husband to do the set-up of the 'Transfer' of our services since he was the main account holder.
During my "change of address" only, I had mentioned my husband would call in later to do the set-up but was told I could set-up the "Transfer" myself. So I authorized to have our address changed, scheduled to transfer our current services (I declined any and all upgrades/new/additional services) which included a scheduled to transfer activity to the new address, cease the apartment activity and have a tech come out at a designated time to activate our services at the new address......... this was all on a friday.....
Come monday (when we had finally moved in to our new home) we saw that we needed to Add/Install a new data port in one of the rooms. My husband called AT&T Customer Service to submit the new order................ that's when everything went downhill.........FAST!!
At this point, we really need to speak to someone ASAP regarding all the issues that transpired thanks to the first 2 initial representatives that completely botched our simple request to transfer our current services. Ever since, we've spoken to all sorts of different reps. Some who didn't know what else to do to only literally a couple who tried to sort pieces of it.
In the end we LOST ALL OUR SERVICES & ACCOUNTS!!. NOW WE ARE BEING CHARGED FINANCIALLY FOR ALL THE MISTAKES DONE BY THE REPS!! (Over $200 !!!)
PLEASE SOMEONE HELP!! I'd rather speak to someone live about ALL the issues that have happened in such a short period of time.
I work from home and to say the least, my boss isn't happy that I am losing access and this is now JEOPARDIZING MY JOB!
PLEASE HELP!!! We need someone that has authority, access, decision making ability, is not afraid to solve this issues ASAP both technically, financially/billing, customer service, and representing AT&T at its best because so far, we are seeing it worsening several times daily.
07-25-2014 1:35 PM
UPDATE -- Seriously no one can help?!?!
Or more like, it seems, no one 'wants' to help. We are so frustrated it's taking a real toll on us. When we speak to reps, we don't yell, curse, or the like because we know what it's like to be on the other side. On that note, we also know that all it takes is 1 caring and daring enough of a person to help and be true to the "Customer Service"/"Customer Care" titles.
Please!! I just want to get my services and accounts back. Need help from someone that has access or will do anything to help resolve the technical side, billing/accounts side and services side. 1 point-of-contact willing do 3way conference call to get these issues finally figured out.
07-25-2014 1:40 PM
You really need to send a direct contact request to someone with AT&T. These forums are primarily for customer to customer contact. Please click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope will appear in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
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