AT&T Horrible Customer Service...

Hello, schultze!

Thanks for posting. I'm sorry to hear about your recent experience ordering a new device. We would be happy to review your account and get everything straightened out, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.

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-Mariana

I would love to know if you were ever able to resolve this issue because I am having the same problem and it is completely absurd.

I agree Your ATT is the biggest waste of space service is horrible and your customer service is worse I tried to pay a bill over the phone that you show went through the post office it was mailed on 9-24-15 I was on the phone for two hours getting disconnected and on hold just to pay a bill and then you want to charge me $5.  He said you could call back in a few days to see if the bill was received.  You people are crazy I never want to talk to ATT it is always an hour call your company sucks I am going to find another service. If you had to pay me for all the wasted time on the phone with u verse and ATT wireless you would have to give me free service on both for the rest of my life

I am also a marketing director, my son in law who is an internet guru will assist me in all these postings.  I will be posting all over the internet your service and billing problems.  For all the time you wasted over the years of mine I am going to hurt your business as much as I possibly can with Facebook, Twitter, Instagram and every social site including Google Plus postings, Yahoo, and especially Rip off Report.

Sorry long post.  TL;DR... Getting service through AT & T (a.k.a. AT & Fee) has proven to be one of the most frustrating and financially costly mistakes I feel I've made in my adult life. 

Full story:  I actually only called for a quote, but the sales person would not give me a quote without taking a fee for this or that so I had to give him my card number early on.  He then kept me on the phone for 2 hours and it was a horrible ordeal.  He literally would not let me get off the phone - he kept having to ask co-workers for help, we kept getting disconnected and he'd just call back.  By the end of it I found out I wasn't just getting a quote, he was making us go forward with the transaction.  But, the price we were given was less than what we'd been paying through TMobile.  We were also told that if we switched to AT & T we would get approx. $300 credit per line (we had five) for porting our numbers, and another $500 or so per phone for sending our phones in.  We told the sales person what we wanted plan-wise and were told our monthly cost would be about $170 plus tax.  We also went with the combined DirectTV bundle (which I have never had any issues with, by the way).

A month goes by, we get our first bill and it's almost $680 dollars.  After I got my heart started again, I called to fix this and I basically get scolded for complaining, as the rep tells me I have all these services and fees (which I never agreed to), rate plans (again, never agreed to)... she argues with me for about an hour telling me they sent me emails which I 'accepted' and there's nothing they can do - this went on through 4 different reps and supposedly a manager.  All very rude and 'Well, it's too bad you were MISINFORMED but we can't change the rates for you'.  When I pointed out that $680 is a whole lot of misinformation and seems more like being lied to, I got the verbal equivalent of a 'so what' shrug from the AT & Fee rep.  Finally I got in touch with their retention department after a few days of calling, and that rep fixed most of it quite graciously (thank you, unnamed rep - I wish I had made better notes as you were the one bright spot in all of this and I'd like to give you proper credit).  I thought it was just a perfect storm of getting bad reps on the line, and believed it would be okay thereafter. 

Another month goes by and my bill comes in - I believe it was over $380 this time.  Again, activation fees and plan fees and so forth that I did not agree to.  Called again.  THAT rep told me he could fix it, but could also move us up to a 15GB  shared plan for less money because they were running a special.  He promised, and I mean I asked him TWICE to promise me there would not be surprise fees, a hidden charge, etc. as a result of this change - it was to cost me nothing more.  Ever.  He promised the price was 'fixed' for me at $80, same as I'd been charged for the 10GB plan.  He assured me it would be fine, no issues, and even laughed when I asked him again.  I felt I'd done my due diligence, agreed to it and thought it was sorted.

Another month goes by and - surprise!  Sure they gave me the 15GB plan, but they charged $20 more for it plus another $40 in more fees and crap I did not agree to.  I call to fix it, again, and I'm told not only that there is no such 'special' as was mentioned by the previous 'rep', but that our family data usage was over the 10GB so we would have had to change to the 15GB 'anyway'.  I tried to explain it wasn't the GB that was the problem - it was the fact that I'd been outright lied to about the cost, and this wasn't the first time.  This was by now an obvious and consistent theme of what appeared to me to be sales fraud and I would no longer give them the benefit of the doubt or chalk it up to a rep just being human and making a mistake.  I told her that I was completely fed up and wanted to cancel, as she agreed even if she adjusted my bill by $20 this month, I'd just have the same issue the following month because she would not/could not change the rate plan - plus, now I couldn't go back to the 10GB plan because I'd switched to the 15GB plan.  Yet another tidbit the prior rep neglected to mention.  Oopsie!!  Tee hee!  Mind you, this whole time we were supposed to be on a 'Next' plan which is not a contract.  She then proceeds to tell me that no, one of the lines (my daughter's) is in fact on a 2 year contract so now we get to pay $800 for leaving AT & Fee - also known as, the convenience of no longer getting - what was their word for it - misinformed in increasing increments on a monthly basis.  And, yet again she brings up these emails they supposedly sent that I 'accepted' and not two minutes later, when I tell her I want all this in writing, has the absurdity to ask me in a considerably rude tone what my email address is.  I know this post is very passionate, but if anyone is actually reading this, I specifically told each rep along the way 'I am not blaming you, I just need help fixing this mistake' and never used phrases like 'you people' or even 'you' - I never swore, never raised my voice.  In other words, I made concerted efforts not to be rude but got no such consideration in return with one or two exceptions.  Basically, 'here, let us lie to you and essentially steal from you, but you'd better not question us'. 

We still have not received our 'credits' from the porting of our numbers, and despite having delivery confirmation, they continue to deny receipt of (and refuse to give us credit for) the FIVE phones we sent in which included a fairly new Iphone 5. 

I absolutely cannot believe the shoddy, ridiculous, mean, nasty, deliberately misleading and unprofessional behavior of this company and the majority of its employees who (MIS)handled my account.  This has been, without a doubt, the worst customer experience I have ever had.  After each and every interaction, I'd get these asinine texts asking me 'How would you rate our service?'.  Geez, what a joke.  Totally lied to me time and again, completely misrepresented nearly everything about the program at each and every turn, practically blamed ME for their incompetence and lack of scruples, and ultimately left me so angry and frustrated - not to mention feeling more than a little victimized - that my husband and I considered talking with an attorney.  But, as I'm sure AT & Fee counted on, by the time I get through paying their ludicrous, trumped-up cancellation fee in order to avoid being reported to a credit bureau (because I had the audacity to decide I didn't want to be - to use their phrase again - misinformed - every blessed month) I don't have the funds left in our family budget to be able to hire a lawyer. 

My experience with AT & Fee has been horrible and I honestly hope that whomever is actually in charge, who knows about these inane, reproachable practices and not only condones but probably rewards the behavior of these employees guilty of perpetuating these atrocious sales and service practices, gets called to task on it.  And I certainly don't want to receive some ineffective and meaningless 'We're so sorry to hear about your experience' email or text from some AT & Fee service bot.  Nor do I expect to receive any pithy warning emails from AT & Fee about this post.  Look up the definition of fraud - it is wrongful or criminal deception intended to result in financial or personal gain. If you can honestly tell me you think the above doesn't qualify, in my humble opinion you might want to consider either stopping your meds or doubling your dose.

[Edited to comply with Guidelines]

The Customer Service is worse than Horrible. I am going to port my number over to Straight Talk tomorrow. I can pay a lot less and get a crappy service for a better price. Why would I continue to pay ATT as much as I do for the horrible service when I can get crappy service from a company that will charge me almost 2/3rds less? It is insane the # of hours I spend on the phone with ATT every 60-90 days, either about billing, the phone, or the service. I am sure that some of the staff could be wonderful people, but for some reason I get stuck with Stan and Laurel Hardy. Dumb and Dumber. I am done.

You should be ashamed to have yourself associated with AT&T.  I worked 20 years ago for Bellsouth and customer service was number 1 priority.  People would get fired and walked out for being rude to a customer.  What ever happen to paying a little more to get good service.  I have been a loyal customer for 3 years.  I have upgraded my phones (5) lines over and over again.  Have paid religiously on time (autopay) Wireless and Uverse customer.  Within the past 24 hours I have been hung up on, spent over 5 hours on the phone.  I was insulted scream at lied to and refused to be transferred to a manager.  Once I get a manager on the line, she transfers me to the retention department again explain the whole situation again and got transferred to a manager again in retention who basically told me if you don't like it lady we will be happy to close your account.  Since when is it ok to lie to good paying customers.  Since when is it good policy to lose clients by giving them bad customer service.  Well I guess it is ok because I am on my way to Verizon to get my service connected with them.  Verizon is willing to pay for my contract termination fees and they seem to be up to providing the service that I should have gotten from you.  I will write in every blog, call help me Howard in channel 4 and scream from the mountain tops how badly I was treated. I will also escalate this situation to AT&T corporate.   You messed and lied to the wrong person this time.  I will be very happy to discuss this with anyone who is interested you may reach me at ***

[Edited for privacy-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.]

@Lulycordeiro

I have to say I'm shocked and skeptcal when I see posts like this.  I've never been treated unpleasantly by any company ever, certainly not in my interactions with ATT.  I did leave Verizon in a huff because they didn't provide the discounted service that ATT offered over 2 years ago.  But that was not a fault, it was just their price policy didn't make sense.

I don't know what happened, if it was ATT fault or your lack of understanding.  I do know that on the rare occasion they mess up, they don't mess up a little bit - they really royally screw it up.

Verizon is a great service company, but please be aware, a big company just like ATT, and you need to be an educated consumer or you will have problems again.