AT&T / absolutely awful customer service
I have been a loyal AT&T customer for many years. I added a phone to my account for my wife over three years ago. This September, I added two more phones to my account for family members on the AT&T next program. I pay my bill every single month. In June, I checked the account on the MyAT&T app and saw that one of the phones was missing. I called AT&T and was told that the phone was ported out. I was upset about this and the representative that I spoke with said that there was nothing to worry about and that there are no charges to me for this phone number or the phone. With that understanding, I thought that everything was settled. I got my bill and the full retail cost of the phone was charged to my account and automatically withdrawn from my bank account. I called AT&T upon seeing this and was transferred from department to department because nobody could seem to figure out what they were doing. I finally got to a Monique G in the Retention department who told me that I would need to speak with the global fraud department regarding the issue. I called the Fraud department and they told me that it isn't their problem and that I would need to speak with the Port-out department (the second department that I spoke with in this whole circus). I called back as I couldn't wait on hold for the 15+ minutes that it would take for someone to answer my phone call to, undoubtedly, transfer me to someone else just to be told that it isn't their problem either.
I called back tonight and was told that I need to speak with the Retention department. The first person that I spoke with was very empathetic and apologetic. She was trying to find ways to resolve the issue and I told them that, as I know that it isn't necessarily their fault either that all of this happened, the number was ported out of MY ACCOUNT without my permission and I just want the number to be ported back into the account and I will continue paying the installment plan though I have no access to the phone. The first person that I spoke with told me that it could be ported back in but that, as my service had been disconnected at this point, I would have to wait for the charge to be reversed before my phone could be turned back on. I asked her if I could speak with a supervisor that might be able to make it happen sooner. She got a supervisor on the phone with me that did not have one empathetic bone in her body. She, from the beginning, made me feel like I was the *** of the earth and said that I only have one option: pay for the phone. I tried to bring up other options for resolution and she kept telling me that my only option was to pay for the phone. Then she told me that I tied up their phones for too long. I explained to her that a majority of the time was me being on hold. Then she hung up on me. I called back and they were closed.
I urge any person, if you are thinking about doing ANY business with AT&T, don't do it! They don't stand by their word, actions, promises, or product.
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