AT&T
Reviews and Complaints

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

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!

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?

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.

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?

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.

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.

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!

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.

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.

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!

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.

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

I just recenntly check my credit report because I was denided for a aa/citibank credit card. I found a false claim that I owe $274 on an account I opened with at&t in sept. 2006. I have been living in guatemala since january 2006, and have no use for at&t in central america. I have been trying to repair my credit since about 2000. Now I have no clue what I can do to get this bogus claim off my credit history. Any advice? I have hundreds or thousands of photos, and even better my passport!

I am not satisfied with the service I am getting from att. I continue to have connectivity issues. Repair techs seem to visit my house 3 times a year for the same issue. I was told by techs that the box on the pole needs to be replaced because it rusted out.

But nothing has occurred and with every rainstorm, my signal is lost. Techs come out and replace the "pair" in my outside box with no results. Now I have other people's voices and static in my phone, even though I have a dedicated dsl jack.

I am tired of calling att because it takes days for them to come out and the same problem re occurs. I need to talk to someone in authority to have the box on the pole replaced. I would have switched long ago, but it would cause a big inconvenience with my business.

I ordered AT&T Uverse last year. I had the TV and Internet service. The caption below the picture was so small you need a magnifying glass to see and there were several interruptions. On the Internet I had a lot of viruses invade my computer which I never had with their competitor. I am now being harassed about paying a balance and I tell the rep about the viruses and she said this is not a reason to dispute my bill. Uverse SUCKS! I'm very happy with my current provider and don't have any problems whatsoever. Any suggestions, anyone?

Since relocating to Chicago from San Diego in December of 2009, I cannot obtain ANY cell service within a four block radius of my home; thus, the only way I can obtain service is to get in my car and drive 5+ blocks away, park some where and make my calls.

Over the past 2+ months, I have made repeated calls to AT&T's customer service department escalating the calls each time to management personnel. On each occasion I've been told that they will file a complaint and some sort of action will occur; however, my service has not improved. In fact, if anything it has gotten worse.

As a result, I (again) called AT&T today and stated that I needed to have phone service within 24 hours or they needed to let me out of my contract as I shouldn't have to pay for a service that I'm not receiving.

Unfortunately, AT&T said that they "don't guarantee coverage everywhere", thus, they will not let me out of my contact. However, it's not like I moved to a rural farming community. I live one block from Lake Michigan in the heart of Chicago; therefore, if they can't guarantee service within the four block radius of my home within the city borders what options do I now have?

I haven't had problems with AT&T until recently. I got the U-Verse service about 6 months ago and everything has gone great. Well, the economy took a rough toll on me recently and my bill got behind. I had a check bounce and was told that I had to pay a restoral amount of $356.30. We tried paying it with our other checking account but when the service was not restored, we called several times (getting cut off by the automatic system and transferred to wrong depts that eventually hung up on us) until we finally got through to someone telling us that the check was processing and if service wasn't back on in a few hours, then we were to call again. So we did. This time we were told that because the last check bounced, they were not able to accept another check. Ok, that was fine. Four customer service reps assured us that the check had been cancelled after we made a payment by credit card. Well, I checked my bank account today and sure enough, the check cleared. Now all the other checks written will bounce. Of course they are closed for the night and it took me over 30 minutes to find a way to contact an actual person who made a case on the account for me. I will see monday if they are going to credit my account and if it bounces, I am asking they pay the return check fee!

ATandT Advertising solutions misled us top bnelieve they were doing an internet advertising for us and 40 days later nothing has been done and the only thing their representative has to say is "... we are starting to work on it. You have a contract for a year - read the contract, you have to pay us for a year"

I had heard about AT&T’s U-verse service and kept watching and checking to see when it would be available in my neighborhood. I wanted it for a couple of reasons. I have become addicted to only watching recorded tv shows. U-verse advertised that you could record up to 4 channels at one time. It also offered internet speeds at 4-5 times faster than my current AT&T dsl. I work from home, have a home office and thought the faster download speed would be nice when working on large files from co-workers. I also pay for and attend online classes and the faster speeds would help when reviewing video lectures.

There was an ATT truck outside my house one day and I asked what he was doing. The phone service box for the surrounding homes is in my front yard. He said he was installing U-Verse for my neighbor across the street. I went across the street a couple days later and asked Jim about it and he indicated he really liked it. I thought what the heck, I called ATT and ordered the largest bundle they had. It would give me every channel offered plus super high download speeds and digital phone service all in one package. I was told by the ATT rep that everything was good and set an appointment.

My install was on February 17th, 2010 between 1:00 and 3:00. The technician showed up at 1:30. I was already planning on what shows to record and was wondering how nice the extra speedy internet service would be. But that is when the nightmare began.

The tech looked around the house then left. Within 15 minutes I had no internet service and no phone service. The tech didn’t come back until 5:30. He told me he could not get U-Verse to work at my house. I asked why not, indicating my neighbor has it and the ATT box is right there in my front yard. He didn’t offer any explanation. After he left I noticed I didn’t have internet or phone service. I used my cell phone and called ATT. I got somebody in India or somewhere, who wanted to follow some script of how to repair the internet. I explained that a tech was just at the house and he did something to disconnect the service and this had nothing to do with my computer or modem. She insisted my service was still connected and the problem was either my modem or my computer.

After a couple of hours of explaining details, being transferred and being placed on hold, I finally gave up and thought I would resolve it the next day. Thursday morning I started calling first thing. I needed my internet for work and school. Once again I was bounced around all over the world. Finally I spoke to someone that told me, ATT shut off my dsl to convert it to U-Verse but they had to follow Federal guidelines in switching it back. She said one screen was showing the disconnection, while another screen was still showing a connection. She said she would fill out a form herself and walk it into a manager for approval so she could expedite the reinstallation of my system. She said someone would call me back.

No one called so Friday I called again. The same thing happened I spoke to several people before finally talking to someone who said he understood my situation and that I would receive a call on Saturday with a solution. Nobody called. By this time my phone was being listed as disconnected.

Saturday I spent several hours driving around town looking for a hot spot for my laptop. I use my desktop for work and school because my laptop doesn’t have enough memory to run my programs. But at least if I found a hot spot I could check email. Starbucks has ATT internet but it costs like $4 for 2 hours to use it. I finally found a business who offered a connection without a password.

On Monday, I called ATT once again. I spoke to a rep who said the installation was scheduled for Wednesday. Great, I finally I can get back to my normal activity.

I started working at our corporate office, but it’s 75 miles from my house. Sometimes the commute takes 2 hours each leg because of traffic. But since I couldn’t work at home, that is my only option. Wednesday I came home expecting to have the internet turned on. It was not so I called ATT and was told the technician would be there before 8pm. Sure enough he showed up at 7:30, then left. He returned at about 8:30 and stayed in his truck outside and called me on my home phone. It worked. Assuming I had internet also I hung up, he left and I went to check my modem. No internet.

I called ATT right away hoping to get him back and was told there was nothing they could do until the order department opened the next day. I called on Thursday. Again, I spent more than an hour on the phone. This time I finally spoke to someone who said she would do whatever she could to help. This morning (Friday February 26th) I called again. I was told by a customer service rep that they could see all the notes and attempts to expedite the reinstallation but said she could do nothing. She did say there is now a schedule for installing dsl on March 2nd. At least now I finally have a date and time.

Everyone asked why I don’t just switch providers. I would but everyone has my email address and I don’t want to change it right now.

I have spent more than 8 hours on the phone with ATT trying to get my service back on. I have spent hours driving to locations to get internet service. I have spent extra money and time commuting to an office when usually I can work at home. I have missed my online classes that I pay monthly to attend. I have fee based services I use for both professional and personal use that still charge my credit card, even if I don’t have the internet.

I am amazed on the lack of concern and commitment to re establish my service. I never once raised my voice on the phone but had customer service people who would here my story and tell me I was being transferred to a higher level department. Then I would end up being transferred to India or somewhere. I firmly believe most of the reps I have spoken with really could care less about my need to have internet access. I think some just transferred me because they didn’t want to deal with my problem.

I asked several if they could take ownership of my problem and follow up for me. I was told repeatedly they were not allowed to do that. I asked how I could reach someone consistently so I didn’t have to explain my issues over and over. Reps don’t have extensions.

All I wanted to do was upgrade my service. I didn’t expect to get a lesson in how to provide poor customer service. ATT disconnected my service in 5 minutes and if I get service back next week, it will have taken 2 weeks. It took me 10 days just to get an installation date.

I have had my phone number and internet service for at least 15 years. I have never called them ever to complain or ask for help. Yet I am convinced they have indentified me someone in there computers as not being a valued customers. I can not think of any other explanation why no one at ATT acted concerned or wanted to help. Since they don’t care I plan to open an email at Google. Once everyone has it, I’ll be leaving ATT. They won’t care that I’m gone.