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2.2 2157 Reviews

AT&T Complaints Summary

644 Resolved
1503 Unresolved
Our verdict: Engaging with AT&T, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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AT&T reviews & complaints 2157

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10:14 pm EDT
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AT&T stolen phone and privacy

I reported my iPhone stolen on 1/13/10 to AT&T 800 number and on 1/14/10 to the Daytona Beach store. After calling AT&T to report the phone missing I was told it would cost me $700.00 to replace my phone.

Over Easter weekend I found out that my ex-husband had his iPhone stolen. I asked him where he got the phone and was informed it was the one he took from me. He told me that in February he took the my phone and had service put on the phone under his own account. He just walked in off of the street and AT&T never asked for a sales receipt nor did they even look to see if the phone was reported as stolen. After finding out what happened to my phone I contacted AT&T and was told it is not their responsiblity to see if a phone is stole or not. So they are only concerned about getting the new customer and making their current customer pay $700.00 for another phone. According to the police and AT&T $700.00 is a felony charge neither the police nor AT&T would help me retrieve my phone. I also found out that AT&T local store in Daytona Beach, accessed my account and printed my ex-husband off a copy of my receipt so he would have one. It had my name on it and my account had a passcode on it and the Daytona Beach AT&T did not even verify that code, AT&T does not care about security on any ones account.

If AT&T and other carriers would just verify if a phone was stolen or not, the theft of cell phones would go down. So instead of AT&T helping a customer that has been with them for years. They told me they would give me a $80.00 credit or a cheaper phone.

I personally feel that if everyone that has ever had an expensive phone stolen and has the police report and notified their carrier started a class action law suit against the cell phone providers that our phones would once again be safe, but then again it would cut into the executives bottom line if they had to be responsible business people and look out for their customers.

If any attorney would be interested in handling this case please contact me at the above number. I am sorry, but I don't have another $700.00 to buy another iPhone and I am stuck paying for a line that I can't even use. I think it is time that we took back what is ours and make the providers responsible for selling service on stolen property.

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6:50 pm EDT
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AT&T Don't ever go Uverse, you can never leave it

We went to U-verse; everything I have is with AT&T. I was having trouble with my router and my tv was freezing and losing internet; called 3 times & they were nice to try to help and said if it happened again, they'd send a service tech. 4th time came and for the first time they asked for my special id # my favorite restaurant (changes every day) and because I couldn't give them them, they wouldn't help me! Called DirectTV immediately. Then tried to get someone to give me back my old att dsl modem line back & I finally gave up; was ready to get rid of landline and internet & my husband took over, 7 calls later with 3 missed appts (they didn't show) a very nice young man, Justin Hadokowitz employee #D jhd750 finally came and fixed my uverse router. I now have internet after being without it for 1 month with many calls trying to get the service. Don't ever go Uverse, you can never leave it!

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Gem
, US
Jun 22, 2016 3:52 am EDT

To whom concern, let me say that your "On Demand" needs a lot of help. The movies you have on "On Demand" aren't good movies, there boring. You guys need to step it up. Take a lesson from "Direct TV, " there movies are fantastic. I believe that AT&T can do the same, the question is when ? And it wouldn't hurt you guys to improve your movies that you show regularly. I truly like "U-Verse, " however I'm getting discussed with the boring regular movie channels and your "On Demand" movies. Please improve it or you'll lose more of us.

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Kirmak
, US
Jun 22, 2016 3:52 am EDT

Have only had att uverse since March and have had tv freezing and outage and phone outage and internet outage. Having service out for 3rd and last time tomorrow. Will go back to time warner where in years never had to make a call. I have had cable ran all over my house. Stapling in the middle of my new molding instead of on the carpet area.

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kimmark1981
, US
Jun 22, 2016 3:51 am EDT

I've been a uverse customer since 2006 and now that my husband has lost his job they repeatedly call me on my cell phone about a payment less than 30 days past due...their service sucks so bad and I have done so much troubleshooting on my own tht I'm better at it than their technicians yet they don't give a damn that we are using their internet service for my husband to try to find a job all they give a damn about is thier money and believe me when I had the money I always paid my bills on time...steer clear of them at all costs especially if you are in a cash flow bind because they sure don't give a damn about thier customers or they service they are supposed to provide...all they care about is the damn 125.00 I owe them

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clb027
Elwood, US
Jun 15, 2016 7:25 am EDT

These people suck. We switched to att uverse in November and had taken advantage of a offer they had. It was a $200.00 rebate. We had nothing but problems getting this, and then last month we were late on our bill, we got the bill paid but yet our service was still shut off a week ago. We went in and paid at a pay site for this months bill and our service still isn't on. When I called them, all they could say was that the payment at the pay site had to be paid in cash. The place I took it did an electronic transfer from my account to att. Then att told me to have the pay site refund my money and re-pay with cash. The pay site can not do this as the transfer was in att's name, not the name of the pay site. After arguing with the supervisor for a hour this morning I still have no service, they have my money which they won't refund because and I quote "we can use this for a future bill", and no way until pay day to pay cash just to get it back on. We have been loyal customers of att for 3 years now, NEVER late or missed a payment until last month, and they can't seem to do a thing to get my service back on. They suck! Go to directv or somewhere else... do not go to these people.

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Travinco
, US
Jun 15, 2016 7:25 am EDT

I'm not happy with Uverse for many reasons. First: I lost all my recording funtions of my VHS and DVD recorders. The tuners are completly unusable. Second the salesman didn't mention that I would have to pay $10 extra for high definition and could only record two programs instead of the four they advertise. So now I have to record shows in LOW DEFINITION and paying extra for HD, that sucks. We will probably go back to Cable in the near future. With Cable I still have the use of My VHS and DVD recorders. Oh, yes, the picture on Cable is much sharper in HD.

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Trimmer
, US
Jun 15, 2016 7:25 am EDT

We have had Uverse since July 2008. For a week, we are now losing our TV and internet from 6 p.m. until 6:40 a.m. every since night. It never goes back up. We have spent hours upon hours on the phone with technical support and even had 9 technicians and a manager over here within the last week, none of which can figure out what is going on. Our last bill was for $5.05 because we had a credit. They now say that our account is in suspension and I've had three different people from accounts receivable tell me that our account is not in suspension, but then one woman said it is, said our bill is $600, and will not let them come to fix our service until that is paid, which is an entire different issue as we do not owe them anything. Please tell me how your bill goes from $5.05 to $600 in a month when the service is only $150. In any event, the techs are not experienced enough, technical support keeps you on hold for hours on end and then cuts you off, they do not have the proper equipment to even check their equipment. I have been told by numerous techs that I should just switch back to Time Warner Cable or switch services (is that the solution for ATT, to tell their clients to get rid of their service?). I have been told that there are problems down in the manhole, but that they "will never go back down there to correct it", but they are steadily marketing in our area. One technician told me that there are problems in this area and a lot of people are not having their service work properly. Why is ATT not resolving their existing customers first before selling to new people. I also cannot believe that their accounts receivable department all seems to have different numbers on what our bill supposedly is. Is anyone in billing even capable anymore. I am so very disappointed in ATT and have spoken even with some account executives who all claim that they are going to take care of the issue, but no one ever calls back. If I can give any advice out there to anyone, DO NOT EVEN THINK OF SWITCHING TO ATT UVERSE. It is the worst service I have ever received from any company that I can remember.

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Reklamer
, US
Jun 15, 2016 7:25 am EDT

U-Verse sucks... picture freezing 3 times a day, gotta unplug modem 3 times a day, wait 10 seconds, replaced modem 2 times, replaced 2 boxes already, techs cant find anything, got sick of callin to reconnect, then they have the nerve to charge me a late fee, personally I think they should NOT charge me for 1 month, because that is about how much time im loosing with the reconnection, 3 times a day, ATT U VERSE: you really need to fix this problem, I am already looking into new cable and satelite systems.

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Trabolter
, US
Jun 15, 2016 7:25 am EDT

We have been AT&T customers forever. We previously had a home phone, 2 cell phones, Internet service and DISH network through AT&T. We switched to AT&T U-verse on March 15, 2009. This has had to be the worse experience I have ever had with any phone, Internet or TV service. First the installer was 2 hours late and it took him over 7 hours to complete the install. He knocked several things over including a ceramic bank, which broke. Our service was not at all what I had heard about or expected.

· Our TV remotes did not work correctly and still do not after several calls to tech support and even after having a second tech come out to correct the problems. We still have to select the ATT button or the TV button (this depending on what actually did turn on when we first turn the TV on) and the "ON" button after we already turned the TV on using the "ON" button. I told the tech that I guess their technology was just not as good as the DISH network technology since we never had this problem with their remotes.

· Our phone had a reverb and buzzing sound, which was finally corrected, I believe on the third call to tech support. The original installer also relocated our main phone from the kitchen to our office stating that it needed to be next to the 2Wire he installed by the computer. The second installer did correct this.

· My Internet service was supposed to have been upgraded but I have not noticed any better service than I previously had, which was a DSL service.
· We have recently noticed that if we use the rewind and play back option the TV screen will sometimes freeze after we are back on live TV. We then need to rewind and then go forward again to unfreeze it.

· Also our TV screen will occasionally get distorted for no reason and then return to normal, thank goodness!

Even though I have spoken with several pleasant and seemingly knowledgeable techs I still have to say the services provided are not acceptable. I am very disappointed that someone as big as AT&T cannot provide a better service.

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Yikarr
, US
Apr 02, 2010 8:06 pm EDT

I have spent over 7 hours on the phone with AttUverse and still have had no satisfaction! They continue to transfer me to different departments, claimed I hadn't had service with them since August of 2008 which would have been difficult as they didn't even offer service in my area at that time. They gave me a confirmation number for the referral of my new number from my old phone number. It's now been 40 days, and my old phone number still says my number has been disconnected. AttUverse promised that they would refer my old number to the new one for 60 days. At this point, no one knows how to contact me at all. This is beyond a doubt the WORST SERVICE I have encountered in 59 years on this earth.

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Akmane
, US
Apr 13, 2010 6:10 pm EDT

Decided to go with AttUverse for cable and internet. Spoke with 3 reps over 3 weeks before the last one scheduled installation; got a call 2 days prior to and was told there was a problem and I'd need to reschedule. Then, 2 days prior to the new date, received a call that there was a problem and the engineers would need 45 days to fix it. Not 4 to 5 days, but 45 days?!?!? Nearly eveyone in my building subscribes so how is there no availabilty? There was no explanation of what the problem was. Told them to cancel the request since by that time I will have waited 10-11 weeks for someone to figure out what they were doing. I've never experienced such ridiculousness when trying to give a company my business!

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12:50 pm EDT
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AT&T highly deceptive sale practices

Our company used AT&T for its business phone lines for several years. An AT&T sales representative contacted us to suggest a new and lower cost service towards the end of the contract. Our employee repeatedly and specifically asked the AT&T sales representative if this would alter or extend the contract in any way and was assured by said AT&T sales representative that it would not and we could cancel any time. Our business moved to new offices several months later and attempted to cancel the contract. We were informed that we were now under a new contract and assessed a $1300 penalty. We refused to pay and demanded proof of contract in writing. AT&T customer service never contacted us on the issue and instead turned the issue over to a collection agency.

We informed the collection agency of the situation and explained their deceptive practice. We will now work with D&B and business credit agencies to defend our credit rating. Most importantly we will inform our clients of this situation and work to ensure others do not face the same inconvenience. You would think with the high volume of similar complaints against AT&T that their management would realize deceptive business practices lead to unhappy customers. Unhappy customers typically leave and tell others why. As the complaints pile up customer acquisition and revenue decline. It's simple math and its bad business.

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Darvinse
, US
Apr 13, 2010 6:29 pm EDT

I finally canceled my AT&T home phone and High Speed Internet service, because it didn't work half the time. I often had no dial tone and when it did work, the DSL was slow. Worst of all, I have found that AT&T customer service reps make up new lies every time I call. After a month of calls with service reps assuring me that I would get a prorated credit for the internet service, since I canceled two days into my billing cycle, they told me today that they don’t prorate internet service. The supervisor could not point me to that information, she “just knows that it’s true.” I guess that should be good enough. I looked through my Terms of Service and it does not say any such thing. The supervisor would also not give me any contact information for anyone in charge of this operation. Their behavior is really despicable. If anyone can recommend a company that aren’t incompetent and/or liars, I would like to hear it. I am considering canceling my cel phone service because I hate AT&T so much.

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LizzienDFW2
Flower Mound, US
May 26, 2010 5:41 pm EDT

I have been with ATT with my same cell number since 1997. I just got another phone line on April 10th. The sales person told me to use my current LG sliders from my prior last upgrade as they are better then the new 'free' phones. So i left the store with a sim card and 2 year contract on a line I never bought equipment for. So, here is it 46 days later and I am calling customer relations explaining my situation. There reply.. can't help you... buy another line with 2 year contract and well get you the 99 iphone. OH HELL NO! why would I buy another line for over $10.00./month when there store clerk should have told me my options, and NO WHERE in the store was it advertised. Customer relations told me the 99 iphone has been out for over a year. Really? 12/2009 I upgraded my son's phone line and he had to pay full price and a 2 year contract at another ATT store. If anyone else has this same experience I would like for us to get in contact and get a class action lawsuit going here. I am a single mother who was just scammed by ATT and been a loyal customer of theirs for along time.

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whiskeycat
, RO
Apr 15, 2010 10:07 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree it's gone downhill...not like it was in the old days. I used to work for "Ma Bell".

But you need to document everything, try to get names and write a letter to the group dept that handles complaints. Call and ask someone there where do I send complaints ?
I did this a couple of times and got good results.

but I wonder sometimes if they aren't selling us a bill of goods...I know in my area there's a lot of old underground telephone cable...(I've seen it for myself..used to work in AT&T construction). And of course water often seeps into B boxes and outside cable whenever it rains.

So sometimes I wonder...they tell you they are going to offer you high speed internet and how great it is..but what condition is the wire between you and the central office !?

Of course business users purchase TI service...it's much better quality because the line has been conditioned & tested before being put into service. But of course it's quite expensive.

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10:29 am EDT
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AT&T harrassing calls

I get multi calls from phone # [protected] every day & night. They do not stop.I have called them back & ask they not csall. I have a terminal ill husband & a ringing phone wakes him after pain meds. They will not ID themselves. They say they will remove my number. But they don't/ I have rerceived 12-15 calls in 1 day. this is hassassment & cruel. I want to press charges against them. Please stop them. My husband has little time left. They are driving me crazy. Thanks. Beverly J. Sidell [protected].

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lmb25
wiltshire, GB
Apr 04, 2010 12:06 am EDT

Hi, my sympathies with your circumstances, I am not sure about your country but I do 'believe' not fact that if you receive three or more that you can call the police as harrassment. They can intersept. Or can your phone service provider block that particular number, if it was myself i would be so seriously tempted to just answer and rest the phone so they are paying more and more and more whilst no one is actually listening to them as they are quite obviously not listening to you. Failing that get a whistle blow that down the phone. I probably haven't helped at all but those sorts of companies get right up yer nose and would love to find their office and go and give em a piece of my mind. If your husband has an extra carer as well as yourself surely they may be able to have some sort of influence to stopping this, he is obviously as are you suffering enough? I would even get donations going and print a huge page in local paper saying leave us alone and plaster their number everywhere. All hassle you can do without i can't even begin to understand but hey try ringing them and reverse charges! Give em hell, you have enough to deal with, go to papers local news anywhere, bad news travels fast and I really hope I don't get in trouble for this comment but these companies need to leave people who quite clearly want just to be left. My thoughts go with you and may things pass peacefully for you, I'm in England and we know nothing of each other but if you just want scream, cry, rant and rave feel free to e mail. take care, the carer suffers just as much as the person who is ill and is often forgotten, be strong and the famous saying, dont let the you know whats grind you down. Give em hell girl, your days are hard enough without these ###. Love and light to you x if i can do anything, just ask if i can i will.

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11:40 pm EDT
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AT&T poor wireless and customer service

I agree with the other reviewers and complaints on here. I also live and use my cell phone in the Cincinnati, Ohio/Northern Kentucky area and am very dissatisfied with AT&T's 3G Wireless service and Customer service. I have gone through two Motorola 3G phones already and am still having the same problems- poor voice quality where there is static, crackling, and interference when I try to make a call, many times the call won't even connect, a lot of dropped calls, text and voice messages that won't come through for several hours, many dead zones, and slow internet. I pay over $110 per month for their bad service. I have called their tech and customer support several times, but nothing is ever done to fix the problems. A trouble ticket is opened but the problems are still ocurring, and from what I'm reading online, many other people are having the same issues with them. When is AT&T going to get with the program and fix these problems? It is getting old. I rely on my phone for business and if their network is going to be that unreliable, I'm going to have to switch to another provider.

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Update by angrycelluser
Mar 28, 2010 11:41 pm EDT

You are so right-they are atrocious in every aspect.

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heathercheri6
Everett, US
Jul 19, 2010 7:15 pm EDT
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Their phones suck and their service sucks, I hope something happens soon, I'm so mad with them I'm almost willing to pay the fee to terminate so I can go to a better company.

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7:24 pm EDT
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AT&T using liberal disgusting yahoo news

Every time I open my AT&T I see the "Yahoo News" homepage with all it's liberal garbage praising everything the Socialist Democrats do and complaining about the Constitutional Republicans. It's REALLY annoying and I wish they would stop using the very liberal and Socialist "Associated Press" for their news. PLEASE complain to AT&T / Yahoo / AP . I have complained and see no change so am looking for a new ISP.

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imanobody2u
El Paso, US
Apr 06, 2010 3:43 pm EDT

Duh, change your home page on your browser; you have control over that. (That is assuming you know what a home page and a browser are.) Hope this was a joke complaint or I guess...nah, won't go there.

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imanobody2u
El Paso, US
Apr 06, 2010 3:41 pm EDT

Duh, change your home page; you have control over that.

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10:54 am EDT
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AT&T customer loyaty means nothing

My parents have been loyal customers of AT&T since 1993. Recently they purchased a new vehicle with built-in mobile BT connections. So they wanted to upgrade their phone to a BT model. They were told that they could not upgrade their phone until the current contract was over. They weren't offered a new contract (which would have been bad anyway), they were told it simply could not be done. They were only asking to purchase a new phone, at full price, and transfer their existing service to the new phone. So they are going to wait for their current contract to end then they are switching carriers. Way to go AT&T!

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HSheetz
Columbus, US
Mar 22, 2010 10:39 am EDT

AT&T cable service is terrible. When you call in for help or to report a problem it takes 15 minutes to get through the automated system and another 30 minutes to get the custumer service rep to recognize that there is a problem. I have had my box replaced 3 times in the 1 year I've had the service. The box will freeze. Everytime I speak to a custumer service rep they say what you want to hear to get you off the phone, they will promise you adjustments for your problems but don't do it and don't notate it in your account. Then when you call back there is no record of what was offered and you must explain the situation to every person you speak to (VERY IRRITATING). There should be a department to take custumer complaints NOT A WEBSITE. As a custumer you can tell that you are just another number to them no personal empathy at all. I have had numerous cable services and by far AT&T is the worst. Would NOT recomend AT&T to anybody.

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Debbie Hepp
Chapel Hill, US
Jul 20, 2011 9:18 pm EDT

I'm also disappointed that AT&T doesn't do more to reward customer loyalty. I've had a home business line through AT&T since 1995 and want to cancel the line and forward the calls to my AT&T wireless phone. To my surprise I found out that my account had been renewed for 3 years. To cancel the line will result in a $30/month fee for 3 years. On top of that I'd have to pay $18 to forward the calls. AT&T business services said there's nothing they can do -- I was sent a postcard in the mail telling me that the account was renewing. I don't recall seeing the postcard and there's no indication of the contract renewal date on my bills or online account. I'm very unhappy with this level of customer service.

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led1958
, US
Jul 16, 2011 9:10 am EDT

i signed up for u-verse at $54.00/month, and after supposed credits the bill was $74.00. I have never seen worse TV than the boring, stupid free on-demand wastesite of U-100!

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12:09 pm EDT
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AT&T will not transfer serivce

i am a 69 yr old female living on a fixed income of $692. 00 a month. i have to cut corners to afford uverse.
i have had uverse for almost two years now. i'm not behind on my bill either. i pay my bill on time.
i fixin to move to another apartment at the same address. when i called uverse to have it transfered on my move it date, they told me i could not get it transfered because i dont have CREDIT card. i have a DEBIT card. i DO NOT want a CREDIT card. they need the credit card as security for the equiptment and incase i run off leaving the hanging with a bill.
for God sake, i'm just moving across the court yard, and look at the length of time of service and my payment record. i have a cell phone with att. i may as well cut the service with that too and try for a new provider.
if there is anyway this can be resolved please contact me at [protected]@yahoo.com

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Lindsey2010
New York, US
Jun 12, 2010 5:02 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Thanks for the info. How nice to know if I move I will be shopping around for alternative cable service.

I called AT&T this afternoon to add HBO. After the customer service rep/high-pressure salesperson sold me on 3 months of free HBO, he matter-of-factly mentioned AT&T required a credit card on file to effect the change. After having my credit card number stolen several times by unscrupulous call center people from various companies, I no longer give out my credit card over the phone. It's safer to use it on-line. There are way too many people working for call centers who steal credit card info and sell it to identity thieves.

I asked if I could go on-line and enter my credit card info. After placing me on hold for an eternity, the rep informed me that I could not. Of course, he wouldn't get a bonus if I did it on-line. So to hell with HBO. AT&T U-Verse is NOT getting my credit card number EVER! Nor is any other company that I do business with.

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8:15 pm EDT
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AT&T extremely poor customer service

I am complaining about the complete lack of regard for customers that At&t exhibits. Today, my cell phone (purchased at At&t), went completely crazy, would not text, or dial out. I contacted the customer service on my phone and after a battery of tests, the phone was determined to be a bust. The gentleman told me I would have to get another phone. He began to transfer me to an insurance representative, when I advised that I also have this for my job, and needed a phone today, not 2-3 days from now. The gentleman told me I could go to the at&t store and get a replacement phone with the same or comparable features now. I thanked him and went to my store in Elizabethtown, KY. I first spoke with a gentleman named Tim (who I later discovered was the store manager), and he told me that they could not and would not give me a replacement phone. He stated he would let me use their phone since mine was out of service to speak to the insurance department (how thoughtful). He then dialed a number and gave me the phone. Come to find out, it was a warranty department, not the insurance department like he said. After going through the same story with them, they then said I needed to speak to the Insurance replacement division. I said I thought I was, and the manager at the store says it is the same thing. The person on the phone transferred me to the insurance who then finished working on the issue, but stated it would be 24-48 hours before I would have a phone. When I expressed the same concern as I have voiced to the three other individuals, she stated that all she could do was mail the phone, but in most instances, at&t provides a loaner or a go phone at least until the replacement phone comes in. I thanked her for the information although expressing it is ridiculous that one pays insurance for a phone, and monthly service, but can't even have service even if part of their job. I got off the phone and approached Tim and a sales representative named Emily, expressing my need for a loaner phone again. Both stated they would not be able to give me a phone to use, but that I was welcome to buy another go phone as a back up. I asked so I need to buy two phones, the insurance deductible for one, and another phone. Tim stated yes. I expressed that my job requires a phone and there is life and death work in my field. He stated he understood, so I asked to please explain how he understood that the company he is representing has horrible customer service and doesn't care about the needs of it's customers. He said that was not the case. He advised that there was nothing they could or would do, so I thanked them for service that sucked and left. I am thoroughly not impressed with their customer service at all!

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cm5376
El Dorado, US
Apr 15, 2010 9:05 pm EDT
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Allow me to strongly encourage you to get out now! It will only get worse with AT&T. They are relentless and will figure out sooner or later how to cheat you out of your money; one way or another! When I was with AT&T I had to call each and every month to have charges removed from my bill for services that I did not have. I was absolutely fed up to my eyeballs with this company. I now have straight talk as my wireless carrier NO CONTRACT, unlimited talk, text, and web for $50.83 we pay $101.66 monthly. I have Vonage for my home phone carrier $34.68 monthly hassel free. I was paying AT&T $69.00 for my phone and an additional $9.99 for my wife's phone, $5.00 for 200 text for myself and $20.00 unlimited texting for my wife and roughly $100.00 for my home phone. I hate AT&T with a passion they believe in cheating their customers out of as much money as they possibly can.

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AT&T false promises/overall poor service

Do not do business with at&t, you will regret it and it will cost you. I had previously been a customer of at&t for over 15 years, back in the days of southwestern bell, and never had any issues. I left only because I received a better rate. So, when my current phone/internet/cable company raised my rates by 30% I started looking around for alternative services. When I received a call offering a bundle for around $100 with all my current services and over $200 worth of rebates so I would not have any intial out of pocket charges. I jumped at the offer.

First, when the tech installed my phone he damaged the primary line to the point it was no longer functional and had to install my phone service on a secondary line only. The problem with that was the primary line was were my desk was located, thus he could not setup my dsl service unless I moved my computer from the family room to my bedroom where the second line was. Which was a major issue. When I contacted att to discuss the issue they told me it was my problem and would have to working phone line in this room or pay for one of their service techs to install a new line. I ended up replacing the line myself in under 20 minutes and for less than $20. They never took responsibility for the damaged cause by their service tech. However, they did offer to have a tech come out an look at the line. He never showed up.

Second, on the day of the installation of my phone/supposed installation of dsl the direct tv installation was suppose to take place, but the tech never showed up. Keep in mind I confirmed all appointment that morning and was told all services would be installed that day. After a number of phone calls the staff was never able to find an order for the direct tv service.

I received my first months bill from att and was charged for phone and internet service (Remember the service was never setup). The rep did remove the internet charges, but not the equipment charges as I later found out. But I was being charged $40 for the phone service which I was quoted a previous price of $19.99 in the bundle deal. If you check their website, they are still advertising this same phone rate service at the time of this posting, without the bundle. When I explained to the rep there was an additional charge for a service I did not request, the request was just basic phone service, it cost me 16.99 to have the 4.99 service removed. I paid the phone bill and service charge of 56.99, because I was told I would still get my rebate to cover all the cost.

After several more calls I still have an outstanding balance of $99 pending a claim that was filed thru the rep and will not be able to have my internet service until I pay the $99 for equipment promised to me for free or until the claim has been finalized. Which can take up to 3 months. Fortunately, I never cancelled my current internet/cable service. At this point I am stuck with att until this issue is resolve, but I will definately return to my original provider.

I expect premimum service and if I have to pay for it, then so be it.

I have told a number of friends and coworkers who were planning to switch to att and after hearing of my experience they all decided to go with another company.

Some job att, you have already lost 6 potential customer in temple, tx due to poor customer relations, how many more will it take before you take action?

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fej Akper
Belle Isle, US
Jun 24, 2010 1:00 am EDT

I had a similar experience and posted it here "Baited & Switched" They offered a promotional price and billed me for $20 more per month. They must be in trouble to bow to such shameful practices to increase their revenue at our expense. But what else to do? Certainly I dropped them and challenged their billing, even if i have to go to small claims court. There should be other ways to get them to change their ways. I would be willing to join and even help organize a boycott of sorts.

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ATT Fails
sass, US
Apr 09, 2010 2:25 pm EDT

This sounds like a time to sue!

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AT&T poor customer service

Take it from an ex-customer: If you enjoy POOR customer service, then you will really enjoy the ATT UVERSE service. Just give it a try and attempt calling them out of regular business hours and see if you can get any support: [protected] (contact info as it appears on their bill). Even then, it is long waits, transferring back and forth, sudden and unauthorized fees and charges, billing issues, THEN THEY CHARGE YOU $65 to "RESTORE" something they couldn't fix, etc. IT WAS A NIGHTMARE! The image and everything else is the same as any of the other companies, the problem comes in when you need to resolve an issue ~ Good luck with that! Then, you will regret it, like I did! For a service like this, I will PAY whatever just to get rid of them, and never go through it again.

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Nancy3205
Antioch, US
May 30, 2015 8:27 pm EDT
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Well went on line to register for my $100.00 credit voucher as if you don't you will lose it and of course they said my log on and password was incorrect even though I had the printed piece of paper right in front of me with my log on and password and checked it 3 times and then was advised if I tried again they would shut my account down. So then did on lime Jill and after spending almost 90 minutes of explaimg. She said no problem she could help me, well Jill shut my internet completely down and by then I was too exhausted to try again.
I am so upset! ATT you are a horrible company.

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Nancy3205
Antioch, US
May 30, 2015 4:28 pm EDT
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I agree the person you talk to can't even speak English! I had the same experience I was promised an online deal for 89.00 a month and a gift card for $250.00 well guess what they lie! It is a $150.00 a month and a n$100.00 gift card! I think I will call the PUC and report them!

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Nancy3205
Antioch, US
May 30, 2015 4:21 pm EDT
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I agree just went through a nightmare with them! They are horrible!

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AT&T no long distance on the phone line

I ordered internet and land line from AT&T three weeks ago. It took 2 weeks for a technician to come out because it takes time to "port" the phone number. He did a great job; however, we discovered that there was no long distance added to the phone line even though we ordered it. I called and spent time trying to get to the right department, had to endure them trying to sell me more services (even though the one I ordered wasn't working), and then had to transfer to a third party verification service. This company, Human Touch, provides no type of human touch. They are mindless, monotone robots reading a script. I was informed that the long distance service wouldn't be activated until midnight that day. You guessed it, the next day it's not working, so I had to go through the whole experience again. I was told that the request had "errored out." No explaination, no apology, nothing.

The only reason we changed to AT&T is because Bright House was charging double the monthly fee. If I have to call again tomorrow, we may just move back to Bright House. Does AT&T have a complaint board?

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AT&T even exchange

I went to the att store located at 293 Town Center Blvd, Orland-Fl 32837 about one week from 3/13/2010 to get new cover for the LG-Vue. The store rep said that model was no longer carried and was not able to exchange the cover. So, the rep ordered the same cover which is still under the one year warranty. Now what happens should not happen to anyone. That same day the LG-VUE unfortunately was stolen at a restaurant that night. I received a replacement phone and could only get one accessory so, I selected a car charger instead of a cover to protect the new phone. Meanwhile, I received the cover for the LG-Vue and decided as a good gesture to go and get an even exchange for the new phone, I have no use for the new cover. The store manager Luisa Rodriguez refused to exchange even, only that will give a $5.00 discount on other cover. Now really, is that how you treat a Valued Customer, which has been with the company before the new name for sixteen years. Know wonder customers are going to other carriers but, then again they all seem to be the same.

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AT&T abusive behavior

I am writing to increase awareness that I have been abused by AT&T Wireless, the Department of Education, and Eos CCA. I have been receiving calls two to three times per week for almost a year asking that Lawrence Cambelltree pay his debt. Most of the calls I receive are at 7:00 AM, before I wake up. The problem is that I am not Lawrence Cambelltree. As a matter of fact, I have an outstanding credit score. The message left on my voicemail gives a number for contact if I am not Lawrence Cambelltree. The problem is, the number they leave on my messages is for a paid phone service that (seemingly) is not tied to CCA, AT&T, or the Department of Education.

I have even stayed on the phone for two hours with Sprint to try to block the number. Sprint cannot block phone numbers. I am not an AT&T user, so I am unsure as to why AT&T is unable to notify their collection agency that the number has been disconnected.

This morning, I finally received a voicemail, which woke me up, with a call back number that works. I called the number on March 13, 2010 at 8:30 AM and spoke to a man who frequently leaves messages on my phone. I explained to him that I have been abused and that Lawrence Cambelltree's privacy has been violated frequently for months. This man told me that I am, in fact, Lawrence Cambelltree, and said "good-bye". I cut him off because he did not say that he would remove my phone number. He simply said "have a nice day, sir" and hung up the phone on me! I called back immediately, so emotionally battered by the call back contact's antics that I felt I had to lie about who I was to even get a contact number who could remove my phone number from their list. I told the woman who answered, Sarah Seatom, that I was looking to collect a personal debt. She knew my number, and asked if I was sure I wasn't calling about an issue with AT&T or the Department of Education. I told her that I was in fact only looking for someone to remove my name from their phone list and start looking for the real Lawrence Cambelltree, so that I could get some uninterrupted sleep at night.

Sarah was understanding, and she gave me CCA's contact information. Because of this system, AT&T has lost me as a potential customer. I will be mailing a contact at AT&T wireless, the Department of Education, Eos CCA, and my senator with this story. I am also placing it on online complaints boards. I sincerely hope to hear back from each of these contacts about what you are doing to not only remedy this situation, but make certaint that it does not happen to anyone else.

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Lidia Forrer
Bedford, US
Mar 11, 2010 4:28 pm EST

I am sorry, but the problem was not resolved. I am still getting charged $40.00 for High Speed Internet that is not working. The connection is till slow. Poor service and way to do business with a customer that has been with you for almost 8 years. THE TICKET AND REPAIR HAS NOT BEEN COMPLETED.

You sent a telephone technician to do the work of a computer.
I have tried your so call Center for self help, and even that site does not work for me.

I will be changing to another carried very soon.

Lidia Guaschi Forrer
[protected]

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J Abernathy
Birmingham, US
Jul 21, 2011 12:53 am EDT

ATT took advantage of my elderly parents. They began having trouble with the phone service and got rooked into getting U-verse, which they did not need, never owned a computer nor intended too. The person who installed the equitment drilled holes in the walls and left a horrible mess, they continued to have problems with basic phone service. The bill was far too expensive, way too much equitment was installed, then they refused to come and get the equitment and are attempting to collect over a $1, 000.00 for services that they failed to deliver in the first place. Shame on you, ATT.

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CCKMA
Smyrna, US
Mar 14, 2010 11:43 am EDT

Here are the phone #'s, Address, and Email, of AT&T’s CEO. Maybe he can get something done because AT&T Customer Service surely will not.

AT&T Inc.
175 E. Houston
San Antonio, TX 78205

ATTN: Randall Stephenson, CEO, President & Chairman

Tel. [protected]
Fax [protected]

rs2982@att.com (direct)
randall.stephenson@att.com

Here is the web address if you wish to join in the class action law suite against AT&T. http://www.dslspeedsettlement.com/

That's right AT&T is being sued for advertising and charging us for one speed on their DSL service and intentionally providing a slower speed.. UH...HUH... that is AGAINST the LAW...

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AT&T broken promises

I signed up for At&t service do to the problems I had with Verizon and Charter. I was told that the best deal would be to transfer the wireless and home line along with the cell service to get the best deal. The part that so called seal my deal was the promise of a $100 M/C for signing up. Well 4 months plus into this service Verizon and Charter look like saints compared to At&t! Besides only one of my three home lines working, the wireless only allows one computer to have access at a time, and as for the $100 M/C, the website shows nothing was submitted. Talk about a scam! I am about really to pack up the At&t stuff and put it on the porch to have them pick it up!

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AT&T do not waste your time with att u-verse

I ordered the ATT Uverse 450 and DSL elite June 14th. I have been given eveything but service. I am told it is not available to me and all kinds of other nonsense yet prin techs are running around left and right installing down and across the hall. Do not waste your time with ATT U-verse if you move into Broadstone Apartments in Fort Worth TX. The apartments are all hard wired for the service but all of the geniuses in customer service can not put your address in the system. Myself and several other residents have been attempting to get service for several weeks to months. Don't be fooled by the U-Verse pre-wiring in the closet save yourself days of aggravation and time by just going with direct tv or dish network. I promise in the end you will feel better going this route. Oh and by the way I was told by AT&T 911 is not even available real safe.

The only thing AT&T can do for me is hook my service up today not tomorrow not next week but today or I will continue to share my experience with everyone and if I have to I will create flyers to give to the residents of my 400+ complex advising of my experience and my neighbors. All of our apartments are wired for so I am sure there was some cost to ATT and they will care if it hits them in their bottom line. At this point I am so mad I would walk to hell and back to share my story, disapproval and anger. I will be posing video and or photos laters of the U-verse equipment in my closet. I even have pictures of the installation trucks in my parking lot.

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Fun14Houston
Houston, US
Nov 13, 2010 12:26 am EST

They do horrible installations and don't care about their customers. They are the phone company and monopolized. Only other choice is VOIP which will drop if the power goes out. Why can't we get another choice of phone providers? They deregulated electric companies it is about time to deregulate the phone companies.

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AT&T scam

Small business owners beware of bellsouth at&t small business and their 'special' deals!

Stay as far away from them as you can, they will sign you into contracts that you did not want and then rip every penny they can directly out of your bank account without your approval and without informing you.

Here is my experience with this company, you judge for yourself...

In 2006 I was convinced by a bellsouth sales person to go onto a small business plan that would save me $100s of a month and nothing would change.

Months later when I wanted to move I find out that I was signed into a 3 year contract at a rate that was far more than competitors.

So I continued to pay them the exorbitant fees for the remainder of the 3 years, never once late on a payment.

During this time I am continually harassed on a daily basis by at&t bellsouth sales people, trying to sell me 'even better' deals... I told them to stop calling.

I was on the do-not-call list and notified att on at least 10 occasions that they were violating this and not to call me. I also filed complaints with the do-not-call list but nothing was done.

I have pages of dates and times of these harassing call but apparently the fcc was not concerned with att because they are the phone company and I was doing business with them, so they could continue to harass me, even when I asked them not to.

Anyway, after the 3 years were up, I waited a few extra months to make sure there was no question and then moved to comcast phones (For less than 1/3 of the bellsouth rate and for better service)

A month after canceling and moving to comcast, I get a letter from at&t / bellsouth telling me that my old 2005 contact auto renews!

I am now in a brand new 3 year contract, that I did not want or ask for in the beginning and have to pay them huge early termination fees. (2 1/2 years of the the contract)

I file a new complaint with att & bellsouth and with the fcc and better business bureau. I received a letter back from the fcc stating that at&t/bellsouth had resolved this with me (They had not). Then I got a call from at&t bellsouth telling me that their resolution is for me to pay them all the money! No compromise... Nothing.

I tell them in writing that it is still dispute and I am not paying them.

I file a new complaint with att, fcc and bbb and have not heard back.

However, in the mean time att decided that since I once had a direct debit from my back account for payments (Something I had cancelled long before), that they were going to simply take the money without my consent or approval. This is what they did. They simply took this money without my consent (And I assume illegally) from my bank account with no regard for my current complaints and disputes... They will not refund it.

At&t / bellsouth are completely unethical and in my opinion are no better than crooks, liars and thieves and if you own a small business then I would recommend that you stay as far away from them as you can.

Do not do business with this company ever!

Ps. I am in the processing of canceling my at&t wireless account with 4 smart phones, over this. I hope it was really worth it to them.

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lisa stroud
,
Jan 18, 2008 12:00 am EST

I am currently in the process of moving and called bell south to set up services. They a running a special to receive 3 services for 99 .00 per month. Phone service, DSL, and direct TV. There was to be a 50.00 deposit total, because of credit issues. Upon calling the company to change the installation dates, I was informed that they would need a credit card # , to pay for my DSL services. I was told that they would have to debit my account monthly, just for dsl services. Not only did the customer service rep not discuss this with me, I was told that an order was never placed for installation for dsl services. I was given a installation date of February 1,2008 between 8-11 am. I was told that I would receive the 6.0 modem at 100.00 and it would be divided equally in my monthly payments. I was even given a e-mail address.If the calls are recorded then everything that was said should verify the information I was told. I was offered a reward of 250.00 for transferring my service from my previous carrier. Now I am being told that I can't receive that because I didn't complete the order. I was told to call 3 weeks from installation to get my reward. I was given a phone number and e-mail address to do this. This is outrageous, I feel that my order should be processed the way it was agreed upon by me. The customer service rep made an error according to the team leader and all I can get is an apology? If the company had more stipulations on the package deal they should have been told to me in advance.I would have been missing 3-4 hours from work waiting for installation that was never going to happen.I don't have a credit card.I would love services from your company, but only for the package that I agreed to.When I asked to speak with a supervisor I got a team leader. Not only will you lose my service, but you will lose the service of many others once I tell them how dishonest your company is.

Lisa G. Stroud.

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tadege
hellop, US
Mar 02, 2012 4:36 pm EST

Called for a repair, never showed up billed me $85 on my bill for repairs never done. Called again and was told the modem they sent me was no good and would replace for free, billed me over $120 for a modem you can buy at ebay for $13.
Complined about the bills and never ever even got an answer. Theifs selling scams and trash service, do not so business with this garbage.

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AT&T unable to get refund after paying termination fee

In jan 2009 I prepaid $500 to my att cell phone account as I was traveling abroad.
In april, I decided to remain abroad for an extended period, which would extend past the contract period for my att phone.

I called and terminated the account in april 2009. Att debited $115 from my credit balance of $477 at the time. They continued to send monthly statements to my u. S. Address showing a $275 credit balance.

In mar 2010 I returned to the u. S. For a visit. I called att to get the credit refunded.

I was told by a very sweet customer person that att will require proof that I actually have a credit balance, as her computer records do not have access to such an old transaction.

I am now in the process of faxing (Email not acceptable) a copy of my personal bank statement that shows the electronic payment of $500 from jan 2009.

Att will review the case in a hearing on mar 17 2010 to see if they want to refund my $275.

I am leaving to return to my home abroad on mar 16.

I am so angry I can barely type!

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AT&T billing errors, poor customer service

The following is a letter to the chairman of ATT, that could not be delivered to the address ATT listed in their Annual Report to Stockholders –could be the inefficiency of the USPS or the bureaucracy of ATT

The info sent to him and the additional notes following are lengthy but hopefully will serve as:
1. A WARNING to not do business with ATT
2. Some ideas of things do if you made the mistake I did and decided to do business with ATT briefly

[protected]
AT&T Corporate Offices
San Antonio, TX [protected]

Dear Mr. Stephenson:

I have never in my 57 years felt it necessary to write an executive of a company to complain, but sir AT&T deserves some special attention. In spite of warnings from almost everyone I spoke with (neighbors & businessmen throughout Kansas City metro) in the last year I decided to go with AT&T for a package service. You will see a part of the struggle I have had during the past 90 days enclosed. I did not detail every event and I must admit that my last two calls to your company on April 8th were not the most pleasant. I am enclosing a couple samples of information but not bothering you with everything I have.
For the most part I believe you have very dedicated people working the front lines. However, what is obvious is that the bloated bureaucracy that is AT&T has incompetent, senior level executives at the helm. I know that I am a stickler for detail, however, if I had a Senior Executive VP working for me that did not have the brains to see the mess that is your customer service area, installation department, billing department, and then had the personal equipment (you know where) to dismiss the management that created it I would dismiss him/her in a heart beat with very limited compensation. Further more if I were a board member of that business and had a CEO that did not resolve the issue I would dismiss them.
You desperately need to hire one to three people that do nothing but explore why your corporate bureaucracy prevents people from accomplishing simple task. If they built a relationship with the people on the front line, listened to them, then brainstormed some solutions, they could make drastic changes. No more than two years of the right people doing that and you may someday have a company that is efficient and as friendly as SBC before greed set in.
Personally, I have never dealt with such an inept corporation in my life. The attached material was sent to the Kansas Corporation Commission and by the time you are reading this I am very certain AT&T will have resolved this issue. What I will never understand is why it had to get to this point. Often if someone would have just sent a message to the employee I previously spoke with we might have taken care of it, but all they could say was they had no way to do that. Also, please note that at one point they could email me and ask me for a valid email to know how to bill me. Now that sir means you have an extremely cumbersome organization that is costing you (no us the consumer) a fortune.

Sincerely, (signed and sent) returned as undeliverable -- address came from stockholders report.

Complaint info sent to KS Corporation Commission as initial problem began with regulated service:
(this was sent to ATT Chm also with letter above)
I have finally decided that the only way to resolve what is basically a 3 month battle with ATT is by going to you. I have spent over 5 hours on the phone with ATT during that time. Many of the calls I have documented times and dates, plus name and employee number (not that getting that does any good for follow-up with them). I will attempt to just give you the basics which all started with a need to reduce cost and a decision to install a consolidated cable, phone, & internet service. In preparation to do this we decided to eliminate one excess phone line first while determining which company to go with. Let me say now that there were only 2 reasons after all this I stayed with ATT and really regret that decision made in late February. One reason was to maintain the same email address, the other was to get combined service as ATT was (for one year) $20.00 per month less expensive than other two available providers. Points 1 through 9 below are history of past 90 days, remaining issues may be seen in points 10 to 12.

On [protected] I placed an order regarding account 913-1. This account had two phone lines on it: 913-9 and 913-4. On the line ending in 4 I also had a high speed internet service for $35.00.
1. I ordered that line 9 be shut off effective January 26, 2009.
2. To do this they needed to establish 913-4 as the account # and transfer billing of internet service to that line.
3. Line 9 was discontinued as ordered
4. On about 1-28-09, I received postcard saying I had requested billing address change (since it said if I had placed an order to discontinue service I could ignore—I ignored.
5. On 2-13-09 received 2nd postcard. Called customer service to verify that everything was going to be billed correctly since I had received these 2 cards. Told just standard procedure everything was fine.
6. On Sunday, the 23rd of February I received an email from ATT regarding my internet service and stating that I must provide a valid email address (yes they just emailed me) or mailing address in order to bill me for my internet service. They had just attempted to bill me and that account was closed (line ending in 9).
7. Feb 24th I called ATT. I told them the problem and requested that I get something in writing. This request sent me through multiple departments where we actually eventually found the real problem. Somehow they could email me at the current email but had an old email address on file from when the original order for ATT internet service was ordered 6 years earlier. At least we thought that was the problem. I do have notes of all people talked to that day. Bottom line is they could not email me that it was resolved nor would policy allow them to fax me a written document that all was resolved, therefore problem continued.
8. The first lady I spoke with on the 24th offered me a “closer coupon”, a $100 Visa card, for all the trouble I had and said when I was ready to consolidate service if I go with ATT to let her know by calling her supervisors number. Since this seemed to be resolved I called that number on February 25th to order new service for another account 913-8. It took 3 calls before she called me to back to place the order. Granted I should have pulled the plug then and gone with someone else.
9. Feb 26th, I placed the order for cable TV service, internet service, and phone service to be established to replace phone account 913-8 (going to ATT U-verse). I was told to wait to cancel 913-4 until after new service established in event something went wrong with install. They did not show nor call day they were to install—said they needed an additional order—turns out they needed internet service on 913-4 canceled first. This taking more phone calls from me, but eventually resolved.
10. All this to get to this: they still can not figure out how to bill me for the internet service that was on account 913-9 from February 21st until new service established on March 6th. Multiple phone calls have been made to assist them. It is not that I care if they ever get their money at this point—but I do not want them sending something to the credit bureaus stating the bill is unpaid when it is them that can not seem to bill me.
11. Also new issue when they established the new service (U-verse) (they were to install one receiver as part of the base fee and add one receiver for an additional tv. The first bill arrived and there was a charge for 2 additional receivers at $7.00 per month and a prorated amount from March 6th to March 15th of $2.10. I sent emails they sent back said call or send email back if not resolved. I sent email back, never heard from them, so called.
12. Call placed on 4-8-9 and spoke with Ryan employee # mmm who said a credit would appear on my next bill for $9.10 plus some tax adjustment credit. The $9.10 appeared but not tax adjustment ( I don’t care) BUT they turned right around and billed me for a second receiver again ($7.00) on the bill received Saturday, April 18, 2009—which means calling them again and again but getting nothing but lies. At least in today’s mail (4-20-09) I received the refund credit on the canceled 913-9, and after a couple of phone calls I may eventually receive the $125.00 rebate and the $100.00 closer coupon I was promised (when they first emailed me that it was available nothing was available and again I had to call them on April 8th). I really think that if I was a senior citizen or someone who would lay down for them they would just run nothing but a big fraud.
I regret having to bother you with this but am really tired of having to call so frequently, being promised it is being taken care of and then nothing happening. I have copies of statements, some typed notes and some scribbled notes should you need them.
Kansas Corp Commission was on it within minutes

The following then happened:

Notes on ATT response to KCC notice APR 20 to 24
Received phone response from KCC office at 10:45 a.m., she requested approval to send my document directly to ATT, I said go for it. She told me that if I had not heard from ATT by next Monday to call her back.

Received call at 10:24 a.m. April 21, 2009, from Molly in ATT Executive offices the Executive Appeals research support team will be reviewing and she will be getting back to me.

Then at 4:24 p.m. CDT April 21, 2009, a Carolyn called from the Executive Appeals team. Her message said that they would begin the review process and noted that I had a list of details. She left a call back number of:

Ms. C called Thursday, April 23, 2009. On first call she initially informed me that the issue with the old internet service had already been taken care of as an adjustment had been made on final bill. I told her it had not but as long as she provided me with a letter that said I owed nothing for those service I would be satisfied. This was the first of many times she insisted she was correct when I could document she was wrong and often had already provided her with documentation. She then reviewed the overcharge for receivers and said she would have to communicate with the installer. At that point she went back to issue of internet service and I explained in detail that they had not billed me in advance and how many emails I had received. I pointed out the date that was on all bills I received and what was in the emails. Upon investigation she said she did find a listing of an “un-billable amount of $35.00 for the period of Feb 8th to March 8th” saying it noted that they were unable to bill for that and the company would deem that “lost revenue.” I said that was exactly my concern and that someday it would somehow show up as a bad debt. So could I please have a letter stating I do not owe those charges. She agreed and said she would call back once she spoke with the installer (she actually came through on this within a couple days). She is going to initiate a IT work order to make this a smoother transition from a closed account to an active account in the future.
At 10:03 a.m. she called back and said that she was drafting a letter that would state that he $35.00 was un-billable and not owed by me since it was a company error. She said she had spoke with the customer service agent that waited on me on the 8th of April regarding the charge for 1 additional receiver. He had been able to make the credit adjustment of $9.10 but was not (due to not all of my services being listed) able to adjust the account. She is also not able to at this time but has made a “case” for herself for follow-up once another department has corrected the services. For now she is crediting my account for the $7.00 extra charge and a credit for $3.00 since she can not view tax adjustments necessary for this $7.00 and the $9.10. She said that my next bill in 4 weeks may still show an additional receiver but before I get the bill she should have been notified and able to make the necessary correction to the number of receivers I have and provide the credit. She gave me her toll free number and extension number again.

Some notes skiped as I am only including a small portion as a sample of the inefficiency of ATT
Notes May 11th through 17th
[protected].
Ms. C
On Monday morning the 11th I phoned Ms C in ATT executive appeals team at approximately 9:48 a.m. I reminded her that the tech department sounded as if they needed to call me back once they had resolution to the problem last Thursday. She agreed that she also understood that. I told her I was calling to inform her of that since it appears the problem was compounding—she agreed. Since I would be out of town for 3 days I reminded her to use my cell phone to contact me.

On Friday the 15th KCC forwarded my 2nd email to the executive appeals team, saying they had no jurisdiction over cable and internet service

On Monday the 18th, Ms C left a message at 12:22p.m. regarding the complaint sent to them. She thought it meant I wanted to speak with the tech person. She called again at 2:21 and just left short message saying she wanted to speak with me regarding the complaint.

When I called her back she did say that what the tech person said was that they were going to take care of the problem and there was no issue to be concerned about as far as having the 4th connection as she was going to stay on top of it and would credit back before I actually even received the bill (showing up on next billing). She then said it may take at least until July. She then addressed the $100 visa card saying that was part of an option on the install. That I either would receive the $100 visa card or the $125 check, which she pointed out I had received and cashed. I told her that was not the case. That the $100 Visa card was offered by a Tami who responded on my third day of calls regarding the old telephone line in February and ran back through the transfer of calls on April 8th with her. She proceeded to argue. I again told her the name of the person I spoke with and that they had indicated they were in Springfield MO, that I had not requested an employee ID number and pointed out this does no good anyway as previous people have indicated they have no way of contacting someone by that number. She put me on hold for awhile saying she would check with Springfield records of staff and then came back on and said no one existed in Springfield MO by that name. She insisted there was no record of it, yet there had been when I was transferred to a different department on April 8th. I told her I should have listened to my children and other young people and never done business with ATT. I requested a valid address for the CEO and was told she could not provide that information. I then just hung up. Three days later the visa card showed up. I called and left a message that it had. I also told her that if she could continue to credit back the overcharges and eventually straighten out the billing then we should have everything corrected and completed as agreed. WRONG!

Communication with Executive Appeals continued for nearly 2 more months:
Notes from last few weeks follow:
Notes JUN 29th JUL 11
Account # Uverse
[protected] Miss C
I turned on the living room tv to find it had been disconnected. We seldom use this tv so it may have been disconnected for some time. Did not have time to deal with ATT at that point. Thursday night the 25th we get the bill and find out they disconnected 2 extra receivers (as remember they now had 4 connected in cyber space but only 3 connected on billing) but still billed me for 3. The date all of this was done was May 21st, the same day the Visa card was received. Miss Williams had called in early June to say they would make the credit, said it would be at least one more month before it was straightened out, but made no mention that they had actually disconnected anything. They also changed fee from the 30.00 a month (one year special) to 49.95 a month. Decided to cool off before calling ATT.

Called ATT office of Miss C and left message on Monday, June 29, 2009 at 7:14 a.m. CDT. By Wednesday, July 01, 2009, @ 2:45 p.m., I had not had any return call.

Thursday, July 02, 2009, I left a message on Miss C’s voice mail at approximately 10:30 a.m. CDT for her to call me back and stayed by the phone until 2p.m. Miss C returned my call at 2:51 p.m. CDT but I was not available.
I called her back @3:28 p.m. CDT, left message that I would be by the phone now. No return call that day, next day is holiday.

Finally spoke with Miss C on Tuesday, July 07, 2009 at about 9:15 CDT. She pulled up account and noticed that they had disconnected 2 receivers. She will have Tech dept. communicate with me to re-connect the living room tv. I then brought up the overcharge on the cable. She first said that my account started in Feb and that the 6 months was up. I informed her it started March 5th or 6th and was for a year and even if it had been for 6 months the time was not up. I also informed her that I had the original advertisement and other paperwork to support the year at that price. She looked through all the billings and determined that even on the billings it said 12 months. She will investigate and get back to me regarding the $19.00 credit.

Miss C called back at 10:10 a.m. – she was issuing a $19.00 credit to bill that runs June 15 to July 14th and that I sent check for payment on today. She has also flagged the account to check on next cycle which should be anyday now.

She then had Christie from the tech dept. get on and Ms C got off. Christie then had me unplug box on LR tv and she began process of getting it live again. She had me on phone for about 10 minutes but did get LR tv re-installed---effective July 7th so I would owe ATT for 7 days on current billing cycle.

At this point I felt I had no chance of ever receiving a correct bill as we are 6 months into this and not one bill has been correct so:

Called to cancel service on Monday, July 20, 2009, around 3:15 p.m. told them there was no way ATT could make me a happy customer today when they ask. Told them I wanted service canceled –she was off line and had me on hold, came back and made cash offer to stay --- I said no it was way to late for that. She told me I would need to take equipment to a UPS pack and ship store within 21 days. She again was off the phone for awhile then came on and gave me a number to provide to the UPS store. Took pictures of all equipment sitting in UPS store, ID# etc. and was told by UPS clerk to keep documentation for at least a year as they have had customers reporting that ATT has came back almost a year later stating equipment was not returned! Wow! A company that makes good money off of ATT warns you about them.
Within 30 days I received a call from a consumer survey organization as call proceeded it was obvious it was ATT trying to figure out why I left. Inquiring if the new company I went with paid more money upfront. They wanted to know then if a larger rebate from ATT would get me back. I pointed out that even though I was unemployed ATT did not have enough money to get me back as a customer, and stressed that the problem was with the CEO and top tier officers the Senior Executive VPs and the board should dismiss all immediately.

UPDATE: March 2010---ATT still owes me $10.58. I went with a small local carrier SUREWEST with all new lines—problems NONE—installed as agreed, bills always correct, polite and courteous and never argue with the customer, more channels for the dollar AND the quality of the picture on old set and 2 year old set is much better than on ATT.

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Update by Ron0309
Apr 06, 2010 2:21 pm EDT

In this case the "local" cable company actually has its own lines-- all new fiber optics. I am not waiting on the $10.58 figure it to be a lesson learned. I have consistently pointed out in my letters that Stephenson and his top tier of Sr. VPs are who need canned as they do not give the emplooyees the tools they need to do the job..
I really appreciate the contact info as he really should at least see all my notes (not that he would read them). Since I am still not working I have the time to give him something to do to earn some of his money. HOWEVER -- I should point out that the address is where I sent the original letter that came back twice.

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T
T
tps
, US
Apr 05, 2010 10:43 pm EDT

the reason you have no issue with the local company is because of the word :local: yes they may not own the phone lines "more than not they rent lines from AT&T" since they own most phone lines from back in the Maw Bell days.

we few remaining "real" AT&T reps are slowly being replaced by tempory workers or the work is being outsourced even down to the tech that installs the phone.
So if you local company has invested in local caring workers then your lucky- as long as they dont cave and merge with other carriers you should be fine..

And just fyi if you are waiting on the $10.58, please let it go - you will not only be wasting your time, energy but also your sanity- its really not worth the effort . please keep in mind poor mr stephens had to settle for a bonus of only 20 million this year -(maybe he will start taking care of "loyal hard working people and then no one would be passing out his info"
but this should help if you want to reach him if not call the FCC in front of phone book and file a FCC complaint -- they can be fined in some cases.

Randall Stephenson, AT&T CEO
rs2982@att.com (direct)
randall.stephenson@att.com
phone: [protected] (direct to his secretary)
fax [protected]
alternate phone: [protected] (headquarters, press 3, ask for Mr. Stephenson's office)
175 E. Houston
San Antonio, TX 78205

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AT&T no call back discusted with their poor service

AT&T U Verse is the worst company I have ever been associated with bar none! I have had problems with my TV DVR recording spoke to a tech that couldn't help me at all, this is tech support? called today spoke to a Tier 2 tech by the name of Ashley ID# AF0225 which she was suppose to call me back at 2:00 central time it is now 3:46pm and no call. In over a year I have had over 31 techs at my home if it wasn't the TV it was the phone, in fact the phone static was so bad they had to pull me off Uverse and connect me to a straight line with AT&T. They charge outrageous rates for their poor selection of channels, I wish I had never heard of them. Consumer be aware and stay away from them, I wish I had, that also goes for their cell phone service also that too leaves alot to be desired

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