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How to file a complaint

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How to file a complaint

I have tried several times to file a complaint and I always get the run around. I am very unsatisified with my service.

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Message 1 of 77
Administrator

Re: How to file a complaint

Hi there @Notam69!

 

Thank you for reaching out to our Community Forums! I deeply apologize you have received this type of service regarding your initial inquiry. I will be happy to assist you further!

 

AT&T definitely values the constant upkeep of our customers satisfaction. Although I am sorry to hear you are in need to file a complaint, I can certainly assist you. To file a complaint, please click here for additional details. This way you can choose from what option suits you best.

 

Let us know if you have any additional questions or concerns. Have an amazing day!

 

Shenoah, AT&T Community Specialist


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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 77
Mentor

Re: How to file a complaint

I was totally disappointed in ATT. Back in December of 2015 I called to add a line for my son and I was offered a bogo deal on the IPhone. All I had to do was add a another line and get the phones, I told the rep that I already had a line and didn't need one and she advised me that I could suspend the line at pay $10 a month on it till march 30,2017 and get the other line to get the deal. So I agreed and she asked if I wanted the iPhone 6 or 6plus. I told her the iPhone 6 plus and I wanted one in space gray and the other in rose gold. Order was placed. When it was sent to me they were both space gray so I called back and let them know and since it was a bogo deal I had to return them both back to the warehouse, so I did, they received the phones and sent the other ones to me and they were still wrong according to the colors I wanted but by then it was too close to Christmas and I didn't want my kids to go without so I kept them, well to come to find out in 2016 I was checking how much I owed on all my phones and that's when we discovered that I had been paying for both phones this whole time plus $40+ for the line that was suspended. When I brought it to att attention the phones that were sent to me were the incorrect ones and didn't qualify for the bogo deal. At this point I was livid because first I was sent these phones and I did not hand pick them . It was att mix up and not mine and now I lost out on over $1000 paying a phone and paying fees for another phone to be suspended. Nobody can vouch that it was att's fault and I am the one that has lost out. Almost 20 years of service and this cant be fixed because the phones were incorrect. It honestly was not my fault but I have to pay for yalls mistake and all I get is sorry we cant help you!!!   

Message 3 of 77
Administrator

Re: How to file a complaint

Hello again @Notam69!

 

Thank you for your prompt response in this matter! I am sorry to hear this BOGO deal has been an ongoing issue with your account. I’ll be glad to assist you further!

 

In order to research this matter fully, I will need to gather additional information. May you please send me a private message to @ATTMobilityCare. Please include your full name, account number, phone number, and a good time to contact you back? This way we can continue looking into the problem.

 

I hope to speak soon. Have a wonderful rest of your week!

 

 Shenoah, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 77
Contributor

Re: How to file a complaint

I have been a loyal AT&T customer for over a decade. Over the last few weeks, they have repeatedly lied about why our appointment to upgrade our internet service continues to get cancelled. I can be very understanding but being lied to makes me sick! I think it might be time to find another provider for all my AT&T services. Anyone reading this should really look at the market for better options than AT&T

 

Just to make sure we are clear, here are the lies:

 

Situation: We were scheduled to upgrade our internet service.

 

Lie #1 - Day of original appointment - ATT "We overbooked our technicians and your appointment has been moved to tomorrow with priority status"

Lie #2 - Next day - Appointment cancelled by AT&T and rescheduled 2.5 weeks later - Reason: ATT "We need to run some wires at your home, otherwise, our technician will not be able to upgrade your service. They should have explained this to you"

Lie #3 - 2.5 later and day of appointment - Appointment cancelled by AT&T - Reason: ATT "We tried to contact you and you did not reply so we cancelled the appointment" For the record, they never contacted us!

 

bill.ziske@att.net

 

 

Message 5 of 77
Contributor

Re: How to file a complaint

DALLAS,TEXAS. I have been with  AT&T over 7 months. They charge me over $27 for just talk and text, but burley iuse my phone for that purpose, due to being living by myself and not having TV at home, and working continousley 10 hrs a day, I have no time to text or talk(over 50 yrs old!!!). AT&T office in Philippine has suspended my line 3 times, the past 30 days, and I ,ve been accused of using my phone for 3 way chat or conference!!!!!!!!!!!!, with whom, they do not tell me, but is true , I listen to music over 10 to 20 minutes at night, every 2-3 days, I think with my unlimited talk and text,  i have the right to listen, talk, text, as much, no one should threaten, or intimidate me over 30 dollars dill!!. I want to ask you what should I do, since this  is the 4th nights , that I have no phone, Thanks, Reik

Message 6 of 77
ACE - Sage

Re: How to file a complaint

@tel2018

If your bill is under $30 it seems you are on a prepaid plan, tall and text, no data.   Ever 30 days you have to refill your plan.  There is no bill, no late fee and no ‘suspension’.  The only consequence for not paying your refill is no service.  Prepaid is also self service.  If you didn’t add enough to refill your plan, that is why you have no service.  

 

(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 7 of 77

Re: How to file a complaint

I had a similar promise broken.  We did bogo with being told we could cancel the additional line after 3 months.  Everyone agrees that many reps made this promise yet AT&T will not fulfill it. Pretty crappy business 

Message 8 of 77

Re: How to file a complaint

I have been with AT&T for almost 15 years. Over and over I ask myself why do I stay with a company who are consistently lying about stupid stuff. I even worked for AT&T for awhile. Please TRAIN your employees to HELP the customer and not just lie!!! I call AT&T too much to get things done that are promised to be done. I am soooooo unhappy right now. I will not be adding anymore lines, I will not be ordering anymore phones......I will not be ordering anymore anything. Today I am starting the process of ending ties with this company.

 

Why should I have to call the company who promised me something to remind them to do what they promised........over and over?

Message 9 of 77

Re: How to file a complaint

I inquired about changing plans and was quoted a plan of $125 for two lines.  Less than 12 hours later, after combining the lines and shopping around, I decided to change the plan.  The price all of a sudden changed to $140 for the same plan.  I was then told that I would receive a $20 a month credit for autopay.  I signed up anyway, even though I was quoted in writing one price (a legally binding contract) and then expected to pay a different one once signed up.  My first bill comes, and there is no credit.  Inquired about the monthly promised credit to find out that it doesn't go into effect for 3 months.  Well, that isn't really monthly is it?  Tired of being lied to when there are many other options out there to choose from.

Message 10 of 77
ACE - Sage

Re: How to file a complaint

@forensics24  A written quote isn’t binding until you sign your part of the deal.  

(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 11 of 77
Tutor

Re: How to file a complaint

Hello,

I would like to file a formal complaint. I have been a customer since the year 2012 and for the past two months I have received the most unprofessional service, via direct contact in store and calling the finical department. One month I was advised to pay a lower balance. I came into the store concerned as though I noticed a balance a lot lower than what I am use to. However I confirmed this with a rep in the store who advised me this was In deed the correct amount I need to pay. The next following moth I received a bill with a higher balance than normal I called spoke with a rep who advised me this was the correct amount and it in fact did need to be paid. I had a payment arrangement scheduled for 04/02 and of course followed by this agreement as I have always done in the past. The balance was paid and I followed up in store for with a rep to schedule and an arrangement for the following month as this bill was slightly back to normal. My services were turned off and when I tried calling to speak with the finical department. I was very rudely handled by SANDY. Who would not let me finish my statement completely, she was very short coming with me and when I asked to speak with someone else she kept insisting I go to the store. She then stated they have the same information so I then stated well for the past two months I have been gong back and forth with customer service and in store so can I speak with a manager or anyone else I was advised no she wanted to know who I spoke with first. I have not had to make a complaint in years. I have always loved ATT my family has uverse, unlimited internet, 4 devises all recently knew and I am outraged by this response. This has been the worst customer service I have ever expericened. I did not feel like Sandy cared at all she simply wanted me to get off the line. After today I can honestly say I cant see myself or my family continuing to use there services any longer  we will take advantage other offers as we may have done this two months ago.   

Message 12 of 77
Contributor

Re: How to file a complaint

Same here!! AT&T is horrible!! I am filing a complaint because of the same reasons(too many lies).  I was told that my dvr would be replaced/shipped in two days, 2 weeks later...no dvr!! I called and the order was never placed.  

Message 13 of 77
Mentor

Re: How to file a complaint

THIS IS TOTALLY WRONG. AT&T HAS GONE DOWN IN CUSTOMER SERVICE AND THEIR PLANS ARE RIDICULOUS. I’M REALLY THINKING ABOUT CHANGING CARRIERS DUE TO THE OUTRAGEOUS PRICES.
Message 14 of 77
Tutor

Re: How to file a complaint

                                                                                                                                       May 9, 2018

 

I am disappointed and angry at AT& T. I have been their loyal customer from 1967 (when Ma Bell ruled the telephone world as a monopoly) and their services in those days were good. Lately, they do not seem to care for the customer and are interested in making more money either legitimately or otherwise. I put my phone, TV and internet on vacation hold when I was away for four months in December, 2017 and AT&T promised that they would suspend my service for a fee of $19 per month for the four months I was away. Not only they did not do that, they went ahead and automatically charged my bank account for the full amount every month I was away. When I returned in early April, 2018, I called them many times and each time they said they will take care of it. They even said that a credit of approx, $459 was due to me. Unfortunately, as of today, I have not received any refund check. Frankly, I am tired of calling them again and again.

 

Another incident of customer deceiving was done to me when I signed on to Direct TV when I bought a new smart TV  in January 2017. The credit of $200 they promised never materialized and after over a year, I just gave up. Again, I called them several times and they said I should be getting a prepaid credit card for the value of $200, but after over a year, I do not think they ever intended to make good on their promises.

 

It is particularly a burden for a senior citizen, that too for some one who has been their loyal customer for over 50 years, AT$T, is improving your bottom line more important than ethics?

 

 

Message 15 of 77
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