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Horrible Customer service

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Horrible Customer service

I just recently ported back in with att thinking that I would have better customer service experience. Was advised that I would not get charged for the activation fees for my 4 lines and after reviewing my bill. Whats there, the activation fees. I then proceeded on contacting customer service about this and get the run around different department. One saying that there's nothing they can do, another saying its already applied on my account but sitting on a pending status with a turn around approval period 2-3 days which already past. This is the most horrific customer service ever. I would like to get this fix. If no resolution, will be taking my business elsewhere and contacting BBB about the unprofessionalism and lies that this company always tell people. Unbelievable... 

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Message 1 of 38
ACE - Master
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Accepted by complaint25413
‎11-09-2018 12:02 PM

Re: Horrible Customer service


@complaint25413 wrote:

I just recently ported back in with att thinking that I would have better customer service experience. Was advised that I would not get charged for the activation fees for my 4 lines and after reviewing my bill. Whats there, the activation fees. I then proceeded on contacting customer service about this and get the run around different department. One saying that there's nothing they can do, another saying its already applied on my account but sitting on a pending status with a turn around approval period 2-3 days which already past. This is the most horrific customer service ever. I would like to get this fix. If no resolution, will be taking my business elsewhere and contacting BBB about the unprofessionalism and lies that this company always tell people. Unbelievable... 


You shouldn't have been told the activiation fees would be waived. Unless it's provided by a employer discount plan, that doesn't happen. It's unlikely anyone you talk to on the phone can change that. Filing a BBB complaint will get you in touch with someone who can. 

 

Beware that cancelling will only lead to activation charges with the new provider and take away any leverage you have to get someone to waive the existing fees. 

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Message 2 of 38
Tutor

Re: Horrible Customer service

My husband attempted to pay our TV & Internet bill (ONE BILL. THE SAME ONE WE PAY EVERY MONTH). The ATT representative was absolutely LOST. After several minutes of taking up our time and patience, I tried to get the bill paid. This young man definitely needs more training or to go work for the Government because he could not help us pay the bill. He insisted that our bill was paid in full and we didn't owe anything. We continued to try to get him to listen and he WOULD NOT. I asked to talk to a Supervisor and he said for me to give him just one reason that I needed a Supervisor. My patience was GONE. I told him that I wasn't going to chit chat with him and he could either connect me or I would hang up and call again. He said he would check and see if any Supervisors were AROUND. I was put on hold/ignore and after a while, I hung up and called back.

My call was connected to the nicest, most INTELLIGENT human on earth. I could understand every word he said and he knew what he was doing. Herb from Tennessee wasn't even almost stumped. He had NO trouble assisting us in paying our bill on the phone like we do every single month. Thank you so much Herb. This young man deserves a raise or CEO job. PLEASE keep jobs in our USA.   

Message 3 of 38
Tutor

Re: Horrible Customer service

AT&T worst customer service I have experienced. I can't get help to setup an online acct. or get a hold of a rep to get an explanation of my bill. I thought I could talk to a rep 24/7 but stuck in the automated system and transferred to a line with the customer support message of the office hours. Wished I never left Dish. I thought I would never say that but Wow I am definitely disappointed. I guess I should have researched to find out AT&T took over Directv.

Message 4 of 38
Tutor

Re: Horrible Customer service

Worst customer service ever! I never thought I would say this but I wish I never left Dish! I can't setup my online acct., I thought AT&T had customer service 24/7. I have not been able to speak with a rep. I only get moved around in the automated phone system. I would like an explanation of my bill before I pay it. Wow. I should have research a little better before I switched back to Directv. If I had know AT&T had bought them I never would have switched! If you are not a customer make sure you are ok with terrible customer service before you switch!!!

Message 5 of 38
Tutor

Re: Horrible Customer service

About a month ago I switched my service to a different competitor which ultimately had the worse customer service ever. When I decided to switch back to AT&T I spoke to a young man and he looked at my account and told me that he can give me $30 off my bill for 1 year and it would take affect in December. Well I got my bill and there wasn't a discount of $30 applied, so I called customer service. The rep I spoke with was not American and not very helpful, in fact she was very rude! When I asked her if she could honor the discount that was offered to me even though it wasn't in the system she said no. When I asked to speak to her superior she said he was busy. Next I asked for customer relation and she said no, so I hung up because I was furious. I called back got someone else overseas, when I asked to speak to someone in the US he hung up on me!! Now I am Pi&&ed off! I called the local store who told me to call back and ask for the retention department. This rep was from the US and very nice. She looked over my account and stated that nothing was notated about a discount nor did they have any such deal. I asked her why would I have been told about a discount and they not honor it due to one of their employees false information. She apologized and said she could take the hotspot off my account because it wasn't being used. I told her whatever just give me a discount. As a long time customer AT&T has treated me like a number and not a valued customer. I spend a lot for their services and will go to a competitor who does value me as a customer. 

Message 6 of 38
Contributor

Re: Horrible Customer service

   We paid our bill by credit card at the AT & T store in Westchester Commons in Midlothian Virginia. The next month we received a credit card statement indicating the bill had been paid to AT & T. But on our next statement the bill appeared again. We went to the store to address the issue and were told flat-out that our payment had been applied to another customer's account. They told us to go to our credit card company to dispute the payment.

Message 7 of 38
Tutor

Re: Horrible Customer service

Agreed. Direct TV is now a total joke since AT&T took over. I have spoken with 10 of their CSRs in the past week and still don’t have my service back on. Yesterday they were scheduled to be at my house between noon and 4 pm. Nada. No phone call, excuse or anything. Pure no show! 

Message 8 of 38
Tutor

Re: Horrible Customer service

##-Charge them $50.00 for your service of availability. We have things to do and it doesn't include waiting around for some KID to show up.
Message 9 of 38
Tutor

Re: Horrible Customer service

Totally agree. Still haven’t heard from them.
Message 10 of 38
Contributor

Re: Horrible Customer service

I have spent HOURS on the phone with a series of know-nothings who have no idea whatsoever on how to change the DIRECTV stations between my two homes (both of which have paid-for units in them).  If the person knows what they are doing it takes maybe 5 minutes.  Now, when I call every single time I can tell within the first minute of the call that they have no clue how to do it and I end up going through a series of people (up the line of command) who know equally little.  ATT should be embarrassed.

Message 11 of 38
Tutor

Re: Horrible Customer service

I have never had the worst customer service than with AT&T.  It is so bad that my children who have had AT&T service for decades are in the process of canceling their accounts.  Agents are rude.  Do not do as they say!  at 65 I am not the type to complain like this and file complaints but here I am

Message 12 of 38
Tutor

Re: Horrible Customer service

I am a long time ATT cellular customer and recently received an offer in the mail to add Family U-Verse and internet for $75. mo for 12 months, activation fee waived, box included AND a $100 Visa Reward Card.  This offer states it is good through 12/31/18 for orders placed online.  As I proceeded through the online order process, there was no mention of the Visa card so I started a chat with an ATT employee.  After nearly 45 minutes of being told there is no such offer regarding the $100 Visa reward, I got tired and logged off.  This morning I called the phone # on the offer and was told by "India" in the Conyer, GA call center that they "ran out of gift cards".  I told her, no... the offer includes a Visa rewardt card and does not state "while supplies last".  She proceeded to argue with me and speak over me (in ebonics, I might add), until I finally got a word in and told her I wanted to speak with a manager.  She put me on hold for 15 minutes and then came back to the line and stated that the manager told her to tell me they are no longer offering the $100 Visa reward card with the offer I received, EVEN THOUGH IT IS IN WRITING!!!  I asked again to speak with the manager.  I was put on hold for another 10 minutes and then a woman by the name of Kimberly picked up the phone and literally started yelling at me that they don't have any such offer.  She went on and on and on,...SO RUDE, telling me that I was wasting her time and that if I wanted the other part of the offer to go online and set it up but I wouldn't be getting any reward card.  I asked her repeatedly to transfer me to her manager or supervisor and she told me "no, you don't need to talk to no one elst here.  I the Supervisor".  FOR REAL????  I finally got out of her that she and India are in the call center in Conyer, GA.  I asked her to spell Conyer for me and she told me to "look it up" and then hung up on me.   I am currently paying $150 a month for Cox cable and internet and it would be nice to cut my bill in half, but at this point ATT would have to pay me to ever do business with them again for TV/Internet.   

 

If anyone else received the offer in the mail that included the $100 Visa Reward Card and had a similar experience where ATT won't honor that offer, I'd love to hear from you.  I feel a class-action lawsuit in the making...

Message 13 of 38
ACE - Expert

Re: Horrible Customer service

@lisarmcp Please post a photo of the offer that you received (cover your name/address).

 

 

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Message 14 of 38
Tutor

Re: Horrible Customer service

@Gary Latt2.jpgpage 2att1.jpgpage 1

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