Contributor
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3 Messages
Customer Service Complaint
Where may I call or write a letter to AT&T regarding a terrible customer service experience I had with a call center representative?
Contributor
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3 Messages
Sarina91
Contributor
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1 Message
7 years ago
On July 24, 2017 I called to make changes to my account. ( Cell Phones, Direct TV, and Internet) I was transferred from department to department for 3 hours and finally had things resolved. I received my bill and it did not reflect the changes I had made. I called in on August 4, 2017 at 8:05 a.m. the first man said "there has been no changes to my account. " He transferred me to someone else. This man said I do not have an account with ATT. He transferred me to a third man. He said he count hear me and to call back and hung up on me....
I called back spoke to a woman and she was VERY hard to understand and I could hardly hear her. She was able to help me, but today it took me one hour and 15 minutes and a WHOLE LOT of frustration to get my problem solved. I would think you would care about your customers more then this, but I see you don't. With the monopoly your company has you don't have to worry about the small people because at a large company it the numbers that count. Your service is great, but your customer service as a LARGE amount to be desired.
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ATTHelp
Community Support
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231.4K Messages
7 years ago
Hello @Anon2589,
Thank you for reaching out on the Community Forums. We strive to provide excellent customer service in each interaction, and I am sorry to hear your experience was different.
I would like to gather more information on the interaction and forward it on to the relevant department. Please send a private message to @ATTCares , within the message provide the following:
I look forward to hearing from you, and please have a wonderful rest of your day!
Jessica, AT&T Community Specialist
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Anon2589
Contributor
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3 Messages
7 years ago
I do not have my account number in front of me at the moment but it's tied
to my mobile number ***-***-1571.
I was speaking to Daylon W who was polite at first but then quickly turned
disrespectful and unprofessional after I asked my question: "why is my
federal taxes so much higher than the other mobile numbers on my plan?"
He immediately became defensive saying, "that's the government, I can't
take that off." Multiple times I reiterated that I was not asking for the
fee to be removed, but rather seeking to understand what the fee stemmed
from. For several minutes, he treated me like scum and refused to allow me
to speak with a manager claiming "they gon tell you the same thing."
Eventually, after being a very stressful and disappointing back and forth,
Daylon told me the fee was tied to the international calls made on my
account and it was somehow linked to the county in which I reside.
I still did not receive a very clear answer on this but had no more energy
to continue wasting my time and breath.
This encounter has motivated me to take my business elsewhere. Daylon's
lack of basic comprehension and complete disregard for even mediocre
customer service is something AT&T should be gravely embarrassed by.
I'd like to hope something is done to correct both issues I experienced
during this dreadful call to your company.
Regards,
Anon2589
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sandblaster
ACE - Expert
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64.7K Messages
7 years ago
@Anon2589 This is a public forum. Please remove your personal information. Send the private message that was requested.
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Anon2589
Contributor
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3 Messages
7 years ago
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SicknTired23
Contributor
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1 Message
7 years ago
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Gr8GuyToo
Contributor
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1 Message
6 years ago
I agree with everything you said. I have had the same issues in the last three weeks. They get you on a merry-go-round between departments and you end up where you started. It's like the right hand doesn't know what the left hand is doing. And when you think you have got the problem solved they want to try to get you to subscribe to more services that they offer. No thank you. If it takes two hours or more every time I call just to find something as simple as to when they are going to send out a technician, I think I will be giving my business to someone else. I know this is not their slogan, but "Can You Hear Me Now" AT&T.
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