Need help understanding your bill?
jongig's profile

Mentor

 • 

20 Messages

Thursday, September 1st, 2016 10:49 AM

Rude and bad service from ATT personnel.

I called in June because I was going to France and Canada. The passport service didn't work and I couldn't use it so they creditied my account in July but she changed my service so when we were in Canada we were charged $300 and I was told by the representative in June that with the upgradeed service I would not have different seervicee in Canada except for the wifi. None of this worked and I now have a $600 bill.

 

Not only did this person not care but when I told her that I would switch my account to Verizon when I buy three new iPhones in September she smugly told me I did have a contract. I asked her when my contract ended and she hesitate but finaly said September 12th. She was having fun making me feel bad, what a lousy way to handle someone.

 

Before thiss I mentioned that my M-Cell no longer works correctly at my house, ATT provided it because I don't get service at home. She didn't care. I told her that until early this year I could make/receive calls on my way to the office and at the office, I can't anymore. Wayne county PA where I'm at has lost service. She said I guess you want to get what you paid for and they will update the towers you just have to be patient.

 

After all the years as a customer paying $300 a month this is how I get treated, very unexceptable.

 

I would apprecciate help since I'm scared to call ATT and if I can't get help I'd like to know how I can make a complaint to the FCC.

 

The three things I want.

 

1. I want my bill fixed, I paid for the service in Canada and I want the bill fixed, reduced.

2. I want service or the M-Cell at my home fixed.

3. I want to know why my service in Hamlin area, (Salem Township, Wayne County) no longer works well and when it'll be fixed.

 

Regards,

 

John

Mentor

 • 

20 Messages

8 years ago

It's not clear but I made three calls, one in June to change the account, one in July to complain that the passport service while in France didn't work, account credited but changed and I didn't know it. Third call yesterday to the very rude person that didn't care, didn't listen and didn't fix the account.

Former Community Manager

 • 

10.4K Messages

8 years ago

Hello @jongig Tha nkyou for posting!

 

I'm sorry you're having some issues with your service and billing. We'll be happy to help you with whatever we can! I have created and escalated a case for you and one of our specialists will be contacting you shortly to assist. In a meantime, please feel free to send me a private message or post here if you have any other questions.

 

Thank you,

Dmitriy

Community Support

 • 

230.4K Messages

8 years ago

Hi @jongig!

 

John, first I want to say, thank you for being a long time customer with AT&T. We would not be where we are without you and our other loyal customers.

 

When I read your post, I was both shocked and speechless. This type of behavior from an agent reflects badly on us as a company. It’s not tolerated and totally unacceptable.

 

I want to assure you, we work hard to make every interaction friendly and resolve every issue. We never want any customer to hesitate or be reluctant to reach out when they need help.

 

I’ll be happy to reach out and help you with your bill, your M-Cell, the service issue in your area and any other questions or concerns you have. I’m going to send a private message, so please be on the lookout for it and we’ll get these issues resolved.

 

Thank you so much for bringing this to our attention and we look forward to hearing from you!

 

Kevin, AT&T Community Specialist

Mentor

 • 

20 Messages

8 years ago

I appreciate the tone of your email Kevin and I have replied to your message.

 

 

Mentor

 • 

20 Messages

8 years ago

 

I've had a couple calls from ATT at this point from Sam and I'm happy to say that Sam is much different to do business with than the last person. I'm glad I found this forum because I don't know how much better service I'd have gotten from Verizon but I was on my way to them just because of one bad apple at ATT.

 

I'd like to see changes in your cell service coverage here where we live, we're more densely populated and no towers to give us cell service. My development was not here 10-years ago but it is now and we should have service. I work closely with the township and will gladly help politically to get you what you need but you need to do more on infrastructure, please.

 

The population here is not happy with your cell service and it's more of a topic this year than it's ever been, just look at politics, Trump and Sanders, the sheep are getting wrestles, don't pay attention at your own demise. Every big company thinks they're too big to fail and then they do, ever hear of Sears, same situation 10-years ago. I've missed the old Sears for some years now.

 

If you were to spend money on infrastructure, get rid of gimmicks, train your service people as well as get them to actually be happy on the phone instead of reciting what's in front of them you'd grow and with fewer calls you'll need fewer people, people cost a lot.

 

And to finish, from one small business owner to Goliath, you're not too big to fail you're too big not to fail, prove me wrong, I dare you!

 

ACE - Sage

 • 

116.4K Messages

8 years ago

@jongig

 

From a fellow customer...

1.  Coverage is not quickly fixed.  If you are not receiving signal from AT&T, you will have to switch.  It's not easy, even with political clout, to add a new tower.  Another consideration is geographic dead zones.  Every town has them, and no cell service gets through.  

 

2.   I agree that basic courtesy, well trained employees and solid service is what I want from my cell carrier.  It seems we are in the minority.  It seems grand promotions for switching or buying phones are what customers want today.  It's like Black Friday sales, people stampede, it's ridiculous. 

 

3.   Remember when we got our gas pumped and car Windows cleaned?  Just like gas stations, your cell service has become at least somewhat self service.  I strongly recommend you have support walk you through things like adding passport plans and getting instructions how to use the plan once you arrive at your destination.  FYI - The current plans offer roaming in Canada with your existing ATT plan.  If your old plan does not and you travel often to Canada or Mexico, price the newer plans.  And the forum is a great resource for navigating the website for information any time.

 

4.   The contract or payment balance on your phones is not a big deal these days. While I find switch offers annoying, they do allow customers to get their phones paid off so they can switch carriers without loosing money.  Please educate yourself on the actual process, it's a break even and a reimbursement, so you do have to layout ant ETF first.

 

5.   If your microcell is giving problems, we have an ACE expert who can advise you.  @OttoPylot is very helpful and knowledgable. 

 

6.   The FCC doesn't handle service, billing or coverage complaints of the type you list.  That would be the FTC.  Coverage complaints are pointless.  Cell carriers are not required to cover a geographic area and are not a public utility.

 

 

 

 

Mentor

 • 

20 Messages

8 years ago

Thanks for your thoughts. Just a couple back.

 

1. Coverage was better years ago and it's gotten worse as time goes on, point is that it's been bad in this area for a long time. Verizon has a tower on top of the mountain, ATT half way down the bottom. With frequencies higher now we get less coverage.

2. I like a good BOGO at the grocery store, my favorite is bread but not phones.

3. I do like having my gas pumped.

3.1 I called in June, I explained that I was going to France and then Canada. The person explained it very well what needed to be done and we did it. We changed our plan so that we'd have the same service in Canada that we have in the US except data. We added Passport service for the data in France. I downloaded the app on my phone and all over France it told me I was connected to Passport but I never could do anything that needed data. When I came back and complained about Passport she said I can see you didn't use any data so I'm going to remove it and the charges back to June.

 

The problem is I believe that she also changed the voice/text plan so that the next week while in Canada I lost the plan I needed for Canada. I think she thought she needed to take my plan back to the pre-June phone call. I can't recall if I told her we were going to Canada but the reason for my call was only Passport.

 

4. I usually buy my phones every two years when the new gen of iPhone comes out and next week I'll probably buy a couple more. I don't like these contracts but the last iPhone 6's I bought I was not able to buy them outright, they forced a contract on the Apple website. Again, I don't like gimmicks.

 

5. ATT, Sam, the new nice guy at ATT that I might owe lunch has since sent me a new one. I would think ATT would give these away freely since it gets us all off their wireless network. Mine is working but I have to reset it to get it to work, just old. I've had it for a long time.

 

6. Well someone should handle this because these companies are not doing what's right toward the comsumer. Same problem with Bell in the early 1900s, they didn't want to connect rural America but the FCC and new laws provided Universal Service to rural America and the downside of this law is we still pay the tax today but at least everyone ended up being able to make phone calls.

 

I'll bet that if ATT was not allowed to sell me service becuse they didn't have service in this area, we'd already have good service. The map on ATT's site shows perfect service in this area but it's a bold face lie.

 

Now go back to my mention of the tower that Verizon has, it's not their's and ATT can rent space on it just as Verizon does and we'd have better service. In Hamlin where I work we have no tower but here where I live we do have one it's just that ATT doesn't use it, bad ATT...

 

Lastly, good conversation.

 

 

Mentor

 • 

20 Messages

8 years ago

I'm satisfied with ATT at this point with the billing and that's a big thanks to Sam at ATT, he was just a nice guy.

 

I just preordered the iPhone 7 and did it without ATT which was a first for me. In looking at the deals for the new phone it doesn't look like ATT is giving out any good deals for the new phone.

 

Thanks again to Sam.

 

John

Tutor

 • 

4 Messages

7 years ago

ATT IS AWFUL!

Contributor

 • 

1 Message

7 years ago

I been dealing with ATT so many years. I never dream that this company would goes into my bank account twice. The other two ATT operation were good with me until I got to Account Receivable were very rude with me. Which they him my payment had alright been paid. He going say it on my Bank I noftify Bank...  Come find out it Att running same amount to my account twice. I feel that situation need be straight up. I feel this a fraud to my account.. The bill already paid. They refuse let me talk to a supervisors...

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.