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How to file a complaint with the Corporate Office

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How to file a complaint with the Corporate Office

My situation is that I was setup on a payment arrangement for May 4th. My paycheck was delay switch made me break the payment arrangement. I had it set up to pay $220.00 which I have already paid $150.00 of that amount before May 4th. The amount left was $70.00 this would have taken care of my March. I called today 5/10/17 @ 5:05pm to make a payment to get my phones turn back it someone in the finance department talking about I have to pay the full amount of $413.86 in order to get my service turn back on this is my April bill which was due on April 28th. It is May 10th I am on 10 days past due and you are tell me that AT&T is making me pay a full amount to keep my service on. I am a single mom of 3 girls, AT&T is making me choose between paying my rent or turning my cell phones back on. It is not fear how you get treated here at AT&T. Sprint and T-mobile have never done this type of sh&^ to me. I should have just stay with Sprint. AT&T you need to change somethings if you break your payment arrangements and you are 2 months behind as long as you pay your 1 1/2 of your bill you should still be able to get your service turn back on. Tell your Customer Service Rep in Finance Department they need some training on how to speak to customers.

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Message 1 of 23
ACE - Sage

Re: How to file a complaint with the Corporate Office

You have no grounds for complaint.  This is the way it is.  SOP, you are not singled out or treated any different than any othe customer.

If you make a promise to pay and don't keep it, your service is suspended.  In order to restore, you must pay all amounts due, not just the past due.  You would also be charged a reconnect fee.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 23
Contributor

Re: How to file a complaint with the Corporate Office

You cannot tell someone if they can ot cannot file everyone has rights the BBB will be more than happy to look into it . And you making it seem like easy fix is verry unbelievable that you have ever struggled and yes sometimes people lie but some dfont and having struggle isn't a good feeling andf nor does any one want to . And AT&T should be embarrassed to have someone like you talk to people the way you do customer satisfaction used to be att best quality very sad .
Message 3 of 23
ACE - Master

Re: How to file a complaint with the Corporate Office


@Ca0325 wrote:
You cannot tell someone if they can ot cannot file everyone has rights the BBB will be more than happy to look into it . And you making it seem like easy fix is verry unbelievable that you have ever struggled and yes sometimes people lie but some dfont and having struggle isn't a good feeling andf nor does any one want to . And AT&T should be embarrassed to have someone like you talk to people the way you do customer satisfaction used to be att best quality very sad .

Sure, everyone has rights to complain and they can even complain to the BBB if they want. They have the right to write their Congressman, too.  What @lizdance40 (who is not an AT&T employee or representative) is saying, though, is that that complaining would be a complete and total waste of time. Once service is suspended, the account must be brought current before it will be restored. 

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 23
ACE - Sage

Re: How to file a complaint with the Corporate Office

@Ca0325


@Ca0325 wrote:
You cannot tell someone if they can ot cannot file everyone has rights the BBB will be more than happy to look into it . And you making it seem like easy fix is verry unbelievable that you have ever struggled and yes sometimes people lie but some dfont and having struggle isn't a good feeling andf nor does any one want to . And AT&T should be embarrassed to have someone like you talk to people the way you do customer satisfaction used to be att best quality very sad .

What I wrote was they had "no grounds for complaint".  They were in fact already complaining.  Customers can complain here all they like.  Sometimes we tell them how to get ATT to snap to, and get help.  Sometimes we tell them they are wrong.

A business has the right to get paid for services, or refuse to provide until they do get paid.  Hopefully this was enough of a reality check.  But if the OP did file a BBB complaint, I'm sure they got the same response.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 23
Contributor

Re: How to file a complaint with the Corporate Office

When I first signed up with direct tv and att for my internet I was told that I would bff recieving a $200 visa card in a week or two for signing up.I never got that visa card when I called their rewards dept they said I must've slipped through the cracks and the time frame for issuing me the card has passed in other words because of their mistake I get screwed out of $200.So when my bill came due I called att and explained what had happened and told them they can take the money I owe for my bill out of the $200 visa card money I wad supposed to get,my bill was $149 which still left them owing me $51.The next thing I know their turning my service off and taking me to collections and each time I get a call about the money owed for my bill I tell them to PLEASE TAKE ME TO COURT I WELCOME IT!I've always had the money to pay that bill but dammit to me it's the principle of the whole thing,It seems to me that if you owe them they want their money but if they owe you you're up a creek with no paddle well I've got news for them being disabled I've got nothing but time to do WHATEVER I need to do to take them down and to score a win for the little guy!

Message 6 of 23
Tutor

Re: How to file a complaint with the Corporate Office

I am infuriated right now!  I currently live with my elderly mother because unfortunately she has cancer and can't live alone so I help look after her and her house. My mother happens to be a 35 year AT&T Retiree. My mother was honest to God, not just an outstanding employee, she was literally the best Brand Ambassador for them they could ask for. This isn't an exaggeration, in those 35 years my mother worked for them, she maybe had a combined total of 5 sick and late days! NO kidding! She would seriously use her vacation days on the rare occasion she felt too sick to work! She would do this because she was so grateful to be a single mother who had a great job that allowed her to spoil my two older sisters and me the way she wanted, even though my father wasn't in the picture and never paid a nickel in child support. She loved at&t for this reason and would tell anyone who would listen about what a great company it was. That's part of the reason I'm so mad right now. I called at&t on her behalf this afternoon to reconcile some things that didn't seem to add up quite right on her recent bill. For over 10 years we've been getting a bundle which included the U-verse 400 package with 8 MBPS Internet and the top tier Digital phone service. Not to mention we all have AT&T cell service. Now, full disclosure my mother receives, or is supposed to receive, a Retiree Lifetime Discount. Which is so measly that most people that sign up get their first year of service at a much greater discount than my mother gets.  Anyway, we find out today, that going back God Knows how far, AT&T has been neglecting to give my mother her discount! If that's not bad enough, if anyone reading this knows anything about Internet speeds, they ought to know that way back when we bought the bundle, 8 MBPS was an okay speed for the time. I'm fact, when we first selected what speed we wanted, 8 was the second fastest they had available. The problem is that was over 10 years ago! Most companies don't even offer speeds less than 10 or 15MBPS and most people get an Internet speed of at least 50Mbps here in 2018! That's when the customer service woman from at&t informed me that some time ago, God knows when, AT&T cut our speed from 8 to 6 WITHOUT EVEN INFORMING US! To make it worse, they continued charging us the same 23 dollars we'd been paying for the 8 all these years!  Even though, thousands of mostly newer customers who got internet service at a time when AT&T didn't even offer 8 because it was so obsolete, we were actually paying more money for internet speeds five times slower than these other customers!  If you can believe it, while we were paying $23 for 6mbps when we thought we were getting 8, we could have been getting 75 Mbps for less than $5 more a month! So the second i found this out it was the last straw, I demanded to speak to a manager, this was around 3pm. She said the manager was out and would most definitely call me back before the place closed at 6 and everyone went home. So it got to be 5 so I decided I'd call back looking for this manager, I got another customer service woman on the phone and once again demanded to speak to a manager or supervisor. This woman put me on hold for almost an hour and the second the clock turned 6 she picked up the phone and hung it up! Never in my life! I demand justice. The woman who kept me on hold for almost an hour only to pick up the phone and slam it down so she could go home right at 6, NEEDS TO BE FIRED! 

Message 7 of 23
ACE - Master

Re: How to file a complaint with the Corporate Office

It’s not AT&T’s fault you or your mother didn’t review the bill to ensure the discount was applied. It’s not AT&T’s fault you or your mother didn’t review her service or the plans available to make sure she was getting the best value and her needs were met. 

 

By the way, Uverse didn’t offer an 8 mbs speed at the same time they offered the U400. She likely always had 6 mbs.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 23
Tutor

Re: How to file a complaint with the Corporate Office

{keep it courteous} First, you're right about the fact that in
between all of her blood transfusions, chemotherapy sessions and countless
other treatments she receives on a weekly basis, it's deffinitly not AT&T's
fault she's in the fight of her life battling stage 4 cancer and has a hard
time finding the time and energy to be checking the details and fine print
of all of her bills to ensure that the Fortune 500 company she invested 35
years of her life into, is doing business in an honest and ethical way!
SHAME ON HER. It's not their responsibility to make sure they aren't
scamming people. Btw, when you get home from the grocery store and realize
they over charged you or shorted you on the amount of change you were
supposed to receive, I'm sure you think to yourself, "My bad, I should of
checked the receipt right there at the register but since I didn't I really
can't hold it against them for not doing business in an ethical and
honorable way. After all, it's not their job and responsibility to ensure
they don't cheat the public." Of course not.
Furthermore, you said it's not AT&T's job to ensure she receives her
ritiree discount. Actually, it is! Which is why they actually have a
completely separate billing department which deals with Ritiree and
employee discounts exclusively! "For the sole purpose of making sure these
kinds of mistakes don't happen." Btw, that's in quotes because that's
exactly what the customer service representative told me. However, that's
irrelevant here because my mom did her do diligence in ensuring she was
given her well deserved discount and for a long while she received it.
Until supposedly this past summer the discount suddenly stopped being
applied to the monthly bill! That takes care of one of your foolhardy
claims. I mean, we order movies on demand every month. Why would she think
a change in the bill amount was because her own company was cheating her?
I'm sure she just thought we ordered a few more movies that month.
As for the comment about whether or not they offered 8 or the 6 in terms
if internet speed, that's completely irrelevant anyway so I'll take your
word for it that it was 6. Even if it was 6, that still doesn't explain why
my mother is being charged (if I remember correctly) something between $22 and
$23 per month when the CSR herself admitted that the actual monthly price
for 6 that my mother should be being charged is around (again can't
remember exact figure) $15!?
Which brings me to my last point. The reason the woman who told me we
were being over charged for our internet couldn't change it right there is
because of what I said earlier, SHE COULDN'T. She had to transfer me to the
special billing department that deals exclusively with employee and retiree
discount accounts. Now brainiac, since you seem to go out of your way to be
an at&t apologist. Explain to me why when she transferred me over there at
a little after 5 and I explained to the person that picked up that I had
been waiting all afternoon for the manager of that special department to
give me the callback I was promised but never received it. Why then did I
spend at least 40 minutes on hold until 6:00pm exactly when someone finally
picked up the line for a split second only to hang it right back up? Could
it be because they wanted to leave and it was clock out time? you never
explained why it was okay for that to happen.
have a Merry Christmas.

Message 9 of 23
ACE - Sage

Re: How to file a complaint with the Corporate Office

@sandblaster. Att retirees get a discount on all services for ever?

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 23
ACE - Expert

Re: How to file a complaint with the Corporate Office

@lizdance40 Provided they also qualify for other retiree benefits such as healthcare, yes. I’m technically an ATT retiree but I don’t qualify for healthcare benefits and therefore don’t get the retiree service discounts either.

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 23
Contributor

Re: How to file a complaint with the Corporate Office

I am writing to file a complaint regarding repair issues with our landlines. We are a small business with 3 lines, two of our phone lines were not working  since yesterday (1/18/19). We have called repair and they told us the earliest they can send a technician will be on Jan. 22, 2019. We were on hold for more than an hour to speak with customer service hoping they can expedite the schedule of repair. We called at 4:40 P.M., and a representative picked up the phone at 5:45 p.m. A representative by the name of Eric (refused to give the last name) was not very helpful and rude. We were explaining to him that we were on hold for more than an hour and hoping we can get a sooner date than Jan. 22nd, he keeps telling me that the soonest date a technician can come to our business and there's nothing he can do about it. I have asked  for a supervisor and he keeps telling me there's no supervisor available. We have been an AT & T customer for the more than 30 years.

Message 12 of 23
Contributor

Re: How to file a complaint with the Corporate Office

I am filing a complaint against at&t. For starters, I've been treated very disrespectfully. My internet and cable was suppose to be installed February 1st. They never showed up. So the following day I see a at&t van parked about 20feet from my building, thinking okay I'm gunna be next. Nope they leave.I call at&t at 1:30p.m and was on the phone with them trying to get someone out to install my service that was suppose to be installed the day before, they gave me the run around. Saying they can't call dispatch and they have no available times for that day and pretty much any excuse in the book. Now it's 6pm in the evening , STILL on the phone with at&t & Mr.Sin says he's working on getting someone out here and to keep our phone lines available in case a technician calls, still during all this time I'm on the phone with at&t trying to figure out what is going on. Now it's 10:30pm and I get informed that no one is going to be able to make it out. So not only am I completely frustrated that I wasted my WHOLE day on the phone arguing with this call center that at&t decided to setup in ASIA but I'm completely aggravated that they lied & said someone would be out here once again and then no one comes. So now it's the 3rd day that I'm confused on why I still have no one at my home installing. I started calling about 10am and they tell me yes we have repair technicians out but they are on a schedule and can't come today. But in the meantime give me more run arounds and excuses and I was on the phone with them for 3 more hours .So I leave my house and go to an at&t store and the manager tells me that the way I have been treated and the way y'all have handled this is completely ridiculous but that someone will come tomorrow. So now again being put off another day. They come hook my internet and cable up but I'm suppose to have fiber not uverse but somehow I get hooked up to uverse . Now I'm sitting in my house and my internet won't even connect to my daughter's smart TV. It doesn't even show up. So now once again back on the phone with at&t, been on the phone again for 4 hours and no solution. So not only am I completely fed up and over this situation.this has been run around after run around and complete disrespect to me being a costumer. Then I get told, oh we will wave your $35 activation fee. At this point at&t better be waving more then a $35 fee for all this chaos. I am over it & if I would have known it was going to be this way I would have stuck with cable one. I NEVER had any issues with them. So I waited a whole day for at&t to show up the first day never did, second day I get lied to multiple times by MULTIPLE different managers that work for this at&t company and get a complete run around and false hope that someone was coming. Third day, spent more hours fighting this issue and just being completely lied to over and over AGAIN. Fourth day, technicichian gets here and says the terminal was already hooked up, but after all the phone calls and going back and forth they tried telling me it’s not, & not only that but I’m still confused on why I have uverse instead of fiber like it was suppose to be. So at this moment I’m sitting on the phone again with at&t trying to figure out why my WiFi is not working. This company is a scam & this has been COMPLETELY ridiculous all the way around. It was at&t mess up from the get go by not showing up the first day but now having all this stuff I am having to deal with STILL at this moment is just stupid. I have NEVER EVER dealt with such inconsiderate people and company. I do not recommend at&t for anyone. And I am completely disappointed with how I’ve been treated and the fact that at&t thinks that waving $35 is going to satisfy me after all the inconvenience they have put me through is silly. Bc I will not keep this service if this is how it is. Now once again, I am sitting here 9:40 at night and none of your costumer service ppl can fix the problem. A technician will come out Wednesday that’s the soonest time available. I can’t take off another day of work for yalls screw ups. I am completely infuriated by how awful this service has treated me and how inconsiderate at&t is. Clearly do not care about costumer service and clearly do not care that your costumers are satisfied or dissatisfied. I’m over it. I’m to the point that I want to throw the at&t boxes out into the wet yard and be done . This is the worst service I have ever come across and I can't even believe I trusted this company to give them a chance. This has been an AWFUL AWFUL AWFUL experience!!!!!

Message 13 of 23
Contributor

Re: How to file a complaint with the Corporate Office

I am filling a complaint with anyone there who will have the common decency to just listen. I closed my auto pay on February 9th. Simple right? I called to double check that it had actually been discontinued, I asked the representative 3 different times if the auto pay was discontinued to which he said YES. On February 19th the payment was taken from my checking account again. Was it discontinued, NO. Money was taken from my account that AT&T had not permission to take because the account had been closed. Now the fun begins. I, believe it or not spent a total of three hours on the phone and talked with 16 different AT&T representatives about this issue. NONE, NONE OF THEM were able to resolve the issue. AT&T took monies from my account that they had no business taking.You would have thought that after all the aggravation I went though trying to get this money put back into my account that someone out of the 16 REPRESENTATIVES that I spoke with would have tried to help a customer. Your customer service really is despicable.

Thank you for nothing! By the way I will tell everyone I can tell that AT&T are thieves DO NOT DO BUSINESS WITH THEM, NEVER!

Message 14 of 23
ACE - Sage

Re: How to file a complaint with the Corporate Office


@ddrgoldsmith wrote:

I am filling a complaint with anyone there who will have the common decency to just listen

This is not AT&T.   The community is primarily a customer populated forum .

I closed my auto pay on February 9th. Simple right?   How?    Turning off prepaid auto pay is done in the paygonline account and will stop payments and terminate service with no further obligation.  This you can do yourself (see photo).  Prepaid is self managed. 

Stopping auto pay does NOT terminate postpaid service.  

I called to double check that it had actually been discontinued, I asked the representative 3 different times if the auto pay was discontinued to which he said YES. On February 19th the payment was taken from my checking account again.

If this is a postpaid account, you apparently owed, so why wouldn’t you expect to pay ?  

Was it discontinued, NO. Money was taken from my account that AT&T had not permission to take because the account had been closed.  Closed how?   

Now the fun begins. I, believe it or not spent a total of three hours on the phone and talked with 16 different AT&T representatives about this issue. NONE, NONE OF THEM were able to resolve the issue. AT&T took monies from my account that they had no business taking.You would have thought that after all the aggravation I went though trying to get this money put back into my account that someone out of the 16 REPRESENTATIVES that I spoke with would have tried to help a customer. Your customer service really is despicable.

Thank you for nothing! By the way I will tell everyone I can tell that AT&T are thieves DO NOT DO BUSINESS WITH THEM, NEVER!


9395A307-8DD7-4FF1-A2D3-4AF3C99DA38F.jpeg

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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