AT&T review: customer service 54

AT&T customer service at all levels is awful.

I have had two issues which required AT&T to send an installer/technician in the past six months. The first issue led to AT&T sending an installer who didn't do the complete installation because he was too lazy (or incompetent) to do the work. So we had to wait a week -- and I had to take another full day off work -- for the second installer to come and finish the work. My cost: a second day's pay.

The second issue involved problems with my DSL business. AT&T knows less about networks than President Bush knows about performing open heart surgery. Enough said? They schedule a morning visit and showed up at 7 PM. That's not a typo -- 7 in the evening. A full day off work wasted waiting for someone who didn't have the courtesy to call to say he would be many hours late. He couldn't figure out the problem, so he said he would return the next day. So I took another day off work, and he showed up at 7 PM again. He couldn't figure out the problem again so -- against my objection -- he closed out the repair ticket knowing that the problem remained. That was a month ago, and AT&T has still not fixed the problem.

Tonight I learned that the latest (failed) attempt to fix this problem -- which involved me granting AT&T remote access to my computer -- caused a complete blockage of email in and out. I have spoken to four AT&T level two technicians since late yesterday and two were absolute idiots. The second one argued with me that what the first one told me to do (that solved part of the problem) would not work. The third one downloaded my email to his computer to test out a theory and failed to return it to me. So now AT&T has my email and I can't get it.

AT&T is offering the 3G network for the new Apple 3G iPhone. What they don't tell you is: (1) 3G coverage is very spotty in major markets like Chicago, (2) when you leave an area of 3G coverage your iPhone will drop the call you are on, (3) in 3G mode the battery runs down about twice as fast which means it won't make it through the day if you use your phone.

As far as I am concerned, AT&T does not deserve anyone's business.

This is more in the way of providing info for someone who may have need to do the same thing as I wanted to do with AT&T customer service. I wanted to drop my long distance service with them. So logically I went to the web site and found the number to call for changing or canceling service. I got the number to call and called it. After going through the required list selectives I was put on hold for the next available representative. I listened to their canned music (with frequent breaks telling me a rep would be with me shortly) for perhaps an hour before becoming very agitated. I decided on a new tactic. I went back to the web and got the number for ordering new service. Leaving my landline phone connected to their canceling number, I called their ordering service on my cell phone. Guess what? I got through to a human in less than three minutes. It turns out that this human could also handle canceling service as well as selling new service. The whole process was handled in about five minutes. Just for my own curiosity I left my landline phone connected to their change/cancel service number to see if they would ever answer it. They did - after another two hours! I told them I had already handled the problem and only wanted to know from them where to file a complaint. They said there was no other number to call or email address to do that. I wasn`t surprised. So if anyone wishes to cancel a service with AT&T, I suggest you bypass their canceling number and just go to the order new service instead and cancel there.

AT&T is sad, sad, sad. Please leave this company, if you want peace of mind. They have so many different depts. and they just keep transferring you, or keep you on hold for hours, sometimes just hanging up on you, when you are not even being rude. I had so many problems when I transferred my at&t phone and internet (DSL) to my new address. I don't even want to explain the nightmare. After the ordeal I finally got someone to cancel all services and switched to comcast. When I call comcast I am on hold for a few minutes not hours.

If you have documentation of your contacts, contracts, etc., take them to small claims court. You may be awarded addtional damages for fraud.

Good luck to you.

To whom it may concern:
I have been an loyal at&t customer for over 30 years and although, I am getting very frustrated with the fact that I can not get high speed internet. I have remained a customer and have been up til now. I have put off taking univervisty classes due to this and the fact it takes so long on dial up. i checked your plans on- line and know that it is available and hope that this holiday you can make it happen. It would be so greatly appreciated. I hope that I can get a low rate and a great connection. I have already checked out other companies, but I will be forced to switch if this dosen't happen ASAP. My mom has AOL, but At&t phone service. I have both phone and internet with At&t. That should make me able to get a good price and a great service plan. My brother has your at&t cell phone and I still feel that there is a better plan to service all our needs if the right person provided us with the best service and savings.
Sadly
Sharon Osborne Please change my name Sharon Stringer
Thank You for keeping it unlisted.
Please make me a better deal than forty dollars a month for the slowest dial up in town and phone service so I can stay with At&t. Or I will change.
Thank You

Representative frequently give erroneous information re: biling. Will hang up on you when you ask for a supervisor. Treat their customers with disrespect.
Supervisors are rude and callous.
They are the ones who make mistakes and put their customers through undue distress.
No apology, no understanding on their part.
It's just tough luck for the customer!

I definitely agree with this customers comment. AT&T representatives are very rude and unprofessional. Their tone of voice is often very offensive and as a result make customers very defensive. Most of them need to go back to training 101. If they are unhappy with their job description; which I'm sure is, aiming to provide quality customer service then they need to change professions. They often state that they value you as a customer. Well I beg to differ! I would really hate to see what kind of customer service they would deliver if they did not value their customers. Each time you call you are transferred to several departments before you actually get to speak with the right person. This morning I spoke with a representative and she stated her self that she could not understand the notes of other representative that I had spoken to previous. (wow)! Well of course the discrepancy was not resolved, and AT&T still came out on top, as usual!
Needless to say that I am fed up with AT&T. My family and friend feel the same way. We are looking for other telephone service providers. It will not hurt. Maybe other companies are more qualified in customer service and highly value CUSTOMER SATISFACTION! I know first hand that AT&T DOES NOT! Totally disgusted!

Tara (from SC)

It seems with the 1993 dergulation all the "service" comanies are now out to screw the people with bait and switch and deals that look too good to be true. For basic service I dont mind using ATT or anyone else. But I will never again sign an agreement for someting complex - like hi speed - digital phone - HD TV with trans-galactic hi speed warp drive telecommunications.

They have sales people who say one thing and actual schedulers and coordinators who dont give a hoot what was promised. Try to work with this monopoly, try to communicate with a company where the employees can't give there names, no direct lines and make certain you have a different person eachtime so you can explain endlessly - the same story over and over to no resolution. Time Warner is one of the worst ones who does thjs.

Now with the bailout by the Feds we are getting a douuble dose of being screwed. The very people who caused the problems with the economy via handing out credit to anyone regardless of ability to pay - went broke (Bank of america being the worst of them) have now taken OUR tax money from us - and are using it to prop up their poor business operations and then doublnig our min payments and shooting interest rates to 36% or worse (Advanta does 36A%). They are screwing us with our own money. Now those of us who DID pay our bills are forced to pay outlandish interest and charges to replace the funds the leaches of society stole from the card comapnies.

Face it normal, responsible, fiscally sound working Americans- - you are better off just not paying your bills. This whole administration is focused on taking from the haves who work hard and handing it to the have nots who just wont do whats right. I am nearing the day when I use a Trac phone and get rid of home phone and watch broadcast TV from the antenna again. Common carriers for communications are all turning into festering infections on us all.

none sense!

I requested a technician to come to my home. The internet was constantly dropping. He could not find out what was causing it. It is still happening. The first guy who came to connect the phone was very knowledgable. I think At&t is a sinking ship. The government needs to open up the way for other companies to offer internet, phone, and tv. It should not only be available to Time Warner and At&t. But to other companies as well. I feel like i am talking to the walking dead. The customer service representatives are clueless and definitely not knowledgable.

I ordered the AT&T U-Verse 3 pack and only had to talk to one representative. They put me on a two week waiting list because they were very busy, which was o.k. with me. I ordered; high speed Internet, phone, and cable services. A week later I decided I wanted to try dial-up Internet service until they could install my other services. Dial-up should have worked because they already connected my land line phone. I called AT&T residential customer service line [protected], the same number I called to order service. I talked to eleven or twelve different operators. Each one asking me; what is your name, what is your phone number, what is your account number, where do you live, what can I help you with? With every operator and every department, I was told the same thing; "I can't hep you, I don't have the resources, that's not my department, I will put you through to the right department. After being on the phone for 2+ hours, I was so mad that I decided to cancel all of my AT&T services. Again not a single operator could help me. They sent me to another eight departments, each of the operators telling me the same things as before. After being on the phone for 3 1/2 hours, I told the last person I spoke to; "I refuse to talk to another operator or be sent to another department". One month later I received a bill for $65.00. I called back and it was the same thing all over again. Someone finally figured out that I was being billed for dial-up Internet. I never even used this service, I was never even connected. It was the same problem all over again, being transferred to one department to the next. I gave up, it is impossible to use AT&T customer service for anything other than ordering new service. I refuse to call there again, there team of operators are useless. I wander what would happen to the rest of us if we said "that's not my dept." or "that's not my job". So it's probably been about three months since my first phone call, and now I am receiving phone calls from CCA Collections. I told them the story, and they told me I have to write a letter to AT&T. I'm sure the letter will just float from one desk to the next. This problem will never be fixed. I feel like I have two choices; pay for a service I didn't use, or tell them to go (you know what) themselves.

I hate at&t customer service!

order was due to be completed today. have been on the phone to report problem for more than 1 h 23 min and no agent picks up. i finally gave up. inadmissible!

I have several complaints about AT&T service but the most riduculous issue is how stupid their customer representatives are. Long story but the jest is we had a credit on our account for over two months before in the middle of a billing cycle they processed everything. On a Friday we get a letter that said we had a past due amount of $60 and the following Monday they cut off our service. I could not even call them. With all of the other problems my family and I were having with them that Monday evening I switched to Verizon. According to them we were past due this $60 because their processing computor said it was past due even though are previous bill said we had a credit. Now after two years and three collection agencies I found a web site that basically tells people how to fight them, and fight them I will. I have sent them two certified letters and will follow the other steps in that web site. Eventually, I will be suing them as I am going to recover all of my expenses. I have all of the evidence needed, they will spend thousands of dollars trying to defend themselves even though they haven't a chance in hell. My attorney laughed when I showed him my evidence and said this was a "no brainer" and I didn't even need him.

I have been calling AT&T almost everday to get them to come and pick up the branches they left in my yard when they cut them last week to clear phone wires. I also called them today to reset my voice mail and they told me it would be reset by the time I get home from work. Well it wasn't. I have had phone trouble on and off since April 2010. They said they would give me a credit and I pulled up my bill and there was no credit. All they want to do is sell me on getting a cell phone through them. They can't seem to fix the problem so why would I want a cell phone through them. What happened to customer service. It used to be they would bend over backwards to keep your business. Not anymore. I am upset.

I have never seen a company with worse customer service. I switched from my cable company to AT&T because they were offering internet service free for a year. This should have been a savings of $35 per month. I received my first bill which was for two months and there was a $70 charge for internet service. I called them on 6/1/10 and was told that it would be corrected in 2-3 billing cycles. While I thought it was ridiculous that it would take this long, I accepted it. The next bill I received still showed the $35 charge but since the rep said it would take 2-3 billing cycles I did not think too much of it. The next bill I had did give me the credit for internet for the current month but only credited my account for $34 for previous charges which should have been $105. I called customer service and the rep said that they were going to start giving me the free internet for the next 12 months but would not go back to when I first received the service. I explained that I did not want it from this point forward I wanted the amount credited to my account. When she said that would not happen I asked to speak to a supervisor and she said a supervisor could not help me. How does this make sense? I explained that I don't want to stay with them for the next 12 months so I would not get the full amount off. I am so frustrated. How can a company bill you for something that you were supposed to have for free and then tell you they won't give your money back. Every person I know who deals with this company has the same issues. I have no idea how they stay in business.

I ordered Internet service from AT&T over a week ago. We waited and waited for our modem to come in the mail-we called customer service and found out they forgot to order the equipment-so I'm pretty annoyed at this point-they say they will expedite the order and we should get it Wednesday. So, Thursday rolls around and no modem-I call to verify that the order for the modem was indeed placed-guess what? it wasn't! They forgot to place our order twice-I couldn't believe it. The only solution they gave me was to credit my account for the days we didn't actually use the internet-well DUH! that is not really doing anything for me! I told them I was very disappointed as a new customer and I really have no incentive to stay with AT&T if my experience has been this bad already. I asked them to credit our account for the modem-that's the least they could do! They told me they could not do this, I was so fed up I told them to just cancel my service.

I've never experienced such bad customer service-it's like they don't even care if they have customers or not. Just so you know AT&T-there are plenty of other internet providers out there and I will definitely discourage all of my family and friends to go with AT&T. Unbelievable!

I have never been on the phone with AT&T for less than an hour. Here are my problems with AT&T living in Florida and in California. The same problems still exist, and I can't find the right better business bureau to report them to: 1.) DAVIS CALIFORNIA PROBLEMS: When I first signed up [protected] ), I had cell phone, internet & home phone on the same bill. That was a nightmare. If I called about one, they said I called the wrong AT&T & would give me another number to call. It was never clear which one to call for my problem. I would LITERALLY be on the phone for at least an hour each time I called. During that initial set up phase, I spent FOUR (literally FOUR) hours on the phone with tech support. They kept teling me that if they sent a tech guy out to my apt and it was a problem with m y computer and not with their line, they would charge me $100 for the visit. Each person they transferred me to woudl do the same exact troubleshooting steps and would insist that I do them before they helped me further. After four hours on the phone I had to wait for the tech support guy who was scheduled to show up within a 4 or 5 hour time window. When the tech support guy arrived, he told me that they had given me the wrong log in information.
2.) STILL DAVIS CALIFORNIA, 2010: This past December (2009) I called to cancel my DSL because they wanted to charge me $100 for a new DSL modem, even though I had been a customer for 3 years. They convinced me to stay for a cheapr rate plus free modem, but I was incorrectly billed the $100 for the modem anyway! I called back 4 months in a row (Jan 2010, feb 2010, March 2010, april 2010) and each time the customer service agent assured me that it had been taken off my bill. Seriously? These calls were more in the 30-40 minute range, admittedly under the one hour or more that I am used to.
3.) JACKSONVILLE, FLORIDA, Then I moved to Florida. Oh yay, I get to set up new service again. I got DSL only (no home phone, no cell phone) because comcast is 3 times the price of AT&T. I might just go that route now. For the first 2 weeks, the service was so slow (slower than dial up) that I could not use it. I called to cancel it and switch to comcast, and they convinced me that the speed I subscribed to should not be that slow, so I agreed to talk to tech support. TWO HOURS later I asked if he could call me back because I needed to get to the post office before it closed. He finally did call me back and wanted to trouble shot more. I said no and asked for the tech guy to come by instead. The guy came 2 days later and fixed the problem, so finally I have usable service. BUT that's not all. When I signed up they wanted to charge me for a modem. I said I didn't want the modem because I had an new AT&T modem. THe guy said that due to an error in teh system it would not let me sign up for this plan without purchasing the modem but that I could return it to them for a full refund. I did this but had to pay the $10 shipping at UPS to do so.
4.) JACKSONVILLE, FLORIDA, I called back today to see why the charge for the modem was still on my account. [First of all the billing phone number is not on the bill, so last week I used the online form to send an email. No one replied, so I called back today.] That's when I spent over an hour on the phone. The first number I called had an annoying automated voice menu that finally sent me to "Internet billing." I was automatically transferred to a recording that said the office would be closed for labor day and "goodbye" it hung up on me. Then I tried the online chat. I went through the menus, selected DSL billing help, then chat. The guy on the chat line said he/she could not help me & I had to call billing. The billing number was a different toll free number, so I called it. After waiting online through a few more prompts, the lady who answered and took all my info said she couldn't help me and transferred me again. I went through another series of menues and finally got a "customer retention" person. This lady took all my info again, listened to my story AGAIN, told me I would be refunded for the modem but would NOT be refunded for the 2 weeks that the DSL didn't work because I had "usage" recorded on the account. This is when I was trying to use it but it didn't work. Keep in mind that this is a matter of a $10 refund, and I PAID another $10 for their mistake when I had to send the modem back through UPS. Then when she asked what I wanted besides the refund for hte modem, we were disconnected. She was audibly irritated with me (I swear I was trying to be patient and tried to be as nice as possible under the circumstances. . .I don't blame her, I blame AT&T). Either way I am pretty sure that she intentionally hung up on me. What can we do about this? In my experience the different billing departments keep passing the buck. Spending hours on the phone with customer service is ridiculous.

Cant even tell you the nightmare I have been having, had U-Verse installed last week. The one thing I needed was 1 phone line that ran though a Jack that had NO features, ie call waiting, forwarding, etc. This is for my work from home job. Was ensured that the phone was VoiP but would run through a separate jack. Installers came and will installing the service, cut my Jack out of my wall. Told me I didn't need it. Of course, the second line had all the features and when I called customer service to get this disconnected, they had no clue how to do this. After 40 minutes on the phone and loss of hours at work, I finally spoke to someone about having a regular old landline installed for just this one line. Had the installer out in about 6 days, not bad, but unable to work. This guys shows up, but alas, forgot to bring his drill that day. I HAD TO LEND HIM MINE! So anyway he installs everything and it seems to be working okay, until the next morning when I have to work. NO Dial Tone. I call customer service and am told that everything is fine on their end and if they send someone out it will cost me $71.00 on top of the $50 I have to pay to install the stupid jack that they took out! Called Comcast and they are on there way, but in the mean time I get an e bill from U-Verse and I guess they forgot to mention, that the first bill is for 2 months! Now they want an additional $268.00 from me. This company is a scam!

A change in my monthly income was changed beyond my control. Because I am on Disability and retired, the dates that my income to be directly deposited was changed, which conflicted with the due date of my payment.
I tried two months to get them to cooperate with me and they said there was nothing that they could do and I would have to change my telephone number.
The discontinued my phone service while I was int he hospital which infuriated me because I tried to get them to help me with situation.

All other creditors were more than happy to cooperate with me and changed the due date of payment.

I am leaving ATT/

Rodney Vicars

New service, New home phone and High speed internet... ok service man showed up to do phone messed up the phone service of neighbor left yard in mess. sloppy work, mult. calls and sitting on phone for ever hearing "how important my call is", took at least 4 calls and each call 30 to 45 min to get to speak to a person.
Next the service man that was to come and wire for internet never showed up. mult calls again. each call 30 to 45 mins. after 4months of paying for internet that we did not have. Cancelled all service. spoke to at least 5 people on phone 2 hours, once because after holding for 45 mins was told that transferring and disconnected me, has to start over. This time though I would not be denied. If it took 10 hours, the 4 person told me I had an attitude. duh! These people would have given Jesus one. Last women told me if I would pay 122.00 she would close account. oh well, I paid for 4 or 5 months of service that we never recieved but I just want them to go away. So I Paid,

GUESS WHAT... we have been turned over to collection. for 53.26 more.
They need to be put out of business.

I make 31.00 dollars per hours I spent at least 20 hours dealing with these people I feel they own me 620.

I've had a Samsung Impression phone since August. All along it has not worked very well, often needing to be re-started to send messages. Then this week the touch screen stopped working (meaning all I could do was dial numbers I had memorized on the keypad, with no access to the main menu). I went into a "service center" on Monday (in Manhattan at 42nd street and 5th ave), explained the issue and told them I had one year warranty, and they gave me a "new" phone and a new sim card and sent me on my way. Two hours later I got home (Jackson Heights) to find I had no service at all on the phone anywhere. Later that day I returned to Manhattan, downtown at west 14th street, and still had no service. The next day I returned to the same store, the same two people working. Explained I was in there yesterday, explained the issue, and they asked my zip code, went on the computer and said there was a tower down, or under maintenance, in my area that they started working on at 4:30 in the morning the day the phone was issued to me and continued until 5:30 this morning. When I got home the issue should be resolved, I could get a new phone, but he didn't believe it was the phone. Blindly believing this man, I said ok, thank you for your time, and left again with the same phone. This day I was working in upper Manhattan at 71st and Central Park West, and upon arriving at work, still no signal. I returned home that night to find I had no signal again. So now the third day in a row, I had to make this in-convenient trip to their store. I get there, same people working, and explain the issue once more, this time giving multiple addresses I'd been at with no service. I was asked for information under the battery but couldn't read it because the ink was smearing off. That's when they told me this "new" phone was actually re-furbished (I understand many service centers issue re-furbished phones, but don't tell me its brand new and then contradict yourself). He put in my zipcode and the two of the places I'd been working. He then informs me there are actually towers down in all of those areas (although the man the day before had told me the work started and ended and that my phone should be fine... I guess they stopped working and then decided to pick it right up again. Interesting.) And the most valid point I gave them was the fact that my roommate was also an AT&T user and she has perfect service in our apartment. He said sometimes thats the case, it varies from phone to phone. That being said, I asked if I could simply try a new phone then since mine hasn't worked for three days, it is now affecting my career, and no-one has been able to give me consistent information. The man told me its not their policy to issue another phone since there appears to be nothing physically wrong and there is service being done in all these areas I mentioned. So there best solution for me is to wait it out... hardly an option. That night I have to call AT&T, sit on the phone for literally 2 and 1/2 hours, speak to three separate people, go through all sorts of troubleshooting, and finally they agree to ship me another re-furbished phone, that may take more than 7 business days due to President's Day on Monday. So I'm supposed to either pay $15 to have a phone express shipped, or go for possibly more than 2 full weeks with no phone. This company has horrific customer service, inconsistent and inconsiderate policies, and overall poor attitude in handling customer affairs. This entire experience has been not only frustrating, but has hindered my career, cost me un-acceptable amounts of time to find no resolution to my issues, and shown me AT&T is an utterly un-professional service provider. If it didn't cost an obscene amount of money to cancel my contract pre-maturely, I would cancel it instantly.

While I disagree with your statement that ALL people who can not pay are dead beats, I do agree that collection agencies have the right to collect money owed to them. What I do not agree with is the fact that they intend to belittle people and treat them with such disrespect. In the case that C. Cannon was talking about, ok, that is horrible that a person would do that, but not all people are like that. Some people may no longer be able to make payments because of losing a job, or death of a spouse who provided 100% of the income. Not fair of you to count all people as deadbeats.

I was extremely frustrated with this service. ATT handeled bundeled service billing for my hard line phone, internet and direct tv. When I called back to discusss the huge bills I was getting I was passed around to four different people all of which gave me different answers. I called multiple times after having the issue 'fixed' only to have it occur again and again. i got the 'I'm so sorry for the inconvienience but the screen says you owe..." or 'that order did not go thru, let us do it now" this literally happened over and over. I could not beleive it. Here I am again. I separated my direct fromthe bundle in Novemeber 2010 and att is still billing me for direct tv! but they dont beleive me, thier systems are not in sync. This has been the worst experience.

Am a AT&T customer many yrs i order what was supprose to be a free phone [protected] . put my old sims card inside this phone. now am charge 146.oo just cancel the 757# which I was told by the AT&t rep from the store on jefferson ave. it was okay. so at my lows with this company. please email some help, sealsgale@yahoo.com my [protected] was from old LG at&T phone. just the president of the company or some one higher to reslove this terrible nightmare

They are simply IDIOTS. I tried to stay with them and increase my services to include Uverse and they insist on driving us to a competitor for wireless service to get rid of a worthless piece of telephone equipment.

So we will accommodate their desires and go to another provider!

We will stay with Time Warner for television.

We will switch our landline account.

And we will forget about the idiots that can't even speak or understand English in the AT&T warranty department.

Yes, At&t are not only idiots, but everyone who works for them as well! I have been over charged, lied to, cheated, doubled charged and I am done with this company! I live in a small town in texas but I will be seeking a class action suit to either join or start! These hugh corps need to be brought down to size and shown they can't do this to hard working people!

This customer service department was patronizing after a legitimate service complaint. Therefore, I had my primary number ported over to Verizon when my contract ended. I forgot to close out the three other family lines connected under this primary line at this time. These lines had not been used in a year. I was charged $10 per line before my primary number was ported to Verizon. Without any customer service representative telling me, the cost of these three lines went from $30/month to $117/month. I had electronic billing for this primary number. I received one invoice by email. I could not get into since my primary number had been ported out. By the time I called, I had racked up several months of charges at $117/month for three family lines that had been unused in over a year. AT&T is a money-grubbing rip-off of a company that drops calls like there is no tomorrow. Don't bother complaining to the FCC or AT&T. So far, I've been very happy with Verizon.

This was my complaint letter to at&t lets see what good it will do ha ha...
I spent two days trying to add a(1) phone line to my account. The people that you hired in the Credit and Activations
Department were far from helpful. They were extremely intrusive, asking me for highly sensitive information including my
Mortgage information, and Gas Card information, neither of which have anything to do with adding a telephone. I
understand that you are trying to protect my identity from theft, but when two forms of ID were requested, I provided
a valid drivers license, and a Government Gun License, but that was not good enough.
You then requested that I photo copy and fax them to your office, which In turn I and the Walmart Associate managed
to provide this from the electronics department at my local Walmart. This was STILL not good enough. They then told me,
that I needed to
go to an official AT&T store, which was 30 minutes away. The worst part of this experience with your company, was that
the previous day I upgraded to a $350 phone, which you had no problems taking that money, but you had a problem adding
a new phone line, and that I couldn't upgrade and add a line in the same day. None of this makes ANY sense. I come home and
spend 1.5 hours on the telephone with your customer service so that I could handle the line addition problem the next day,
and it did me no good. I still had problems. I went back and spent 2 hours on the telephone with your Customer Care
department, while the Walmart Associate spent the same two hours on their phone with your Credit and Activations department,
FIGHTING to get this phone line added. Finally we get it finished. I come home to write a complaint about your terrible
service, only to discover that you not only added 1 phone, but YOU ADDED A SECOND PHONE AS WELL! I got charged
double activations fees and discovered another phone on my account. So I call AGAIN to your customer service, only to
find more problems. I spoke with Customer Care supervisor, Jason Cordero, and he again was less than helpful.
He ignored me the entire time, like he didn't want to bother listening to me or helping me fix my problem.
He was rude and inattentive, even after multiple plea's for an answer. He then proceeded to tell me that AT&T
did not have a customer complaint department, or a customer services department, which is absolutley
absurd. Overall after 2 days multi hours, and multiple phone calls I came within a hairs width of canceling my ALL of
my AT&T phones and services, and switching to Verizon. If your customer service doesn't pick up, then you will be
losing a 10 year customer. VERY DISAPPOINTING.

I ordered at&t U-verse bundle package on Jan24, 2012 and received installation date as Feb 3rd 9am to 11am time, on that day,
I closed my store and put a tag saying "I'll be back by 12:00" and I came to my home and waited for the Installer and he showed up
about 40minutes late and told me it will take 5-6hours to finish the job, made me so angry, so I refused the installation and the guy called at&t and it takes another 35minutes to finished talking and told me they set up cumming Wednesday 1-3pm as another installation date, And Wednesday, I closed my store and came home waited installer for 1&1/2hours and nobody showed up, so I called customer service and was told there was some mistake and they don't have any appointment for meat that time, That really made me boiled over, and I shouted to phone, and she was telling me that my phone number's have no confirmation number yet so it can't be connect today and I have to make another appointment to complete installation, at that moment my door's knocked and at&t installer stand right there. That really made me crazy. SO I CANCELED AT&T SHEET Y Service. Looks like they don't care about other people's valuable TIME. I had to close my store 2-days and yet they want another
day. and I tried to contact at&t for formal COMPLAINT thru the customer service but they are not connecting me to their management.

AT& T HAS GONE completely downhill in regard to customer service. Anytime, I call for billing questions, or any reason for that fact, I am put on hold, transferred, call dropped, back on hold, transferred, transferred again, and again and again. Then call dropped. Call back, go through the whole name, address, phone number, etc., and transferred once again. On hold for another 1/2 hour and then call dropped. This scenerio has gone on for 2-3 hours at a time. I can't figure it out. No other company has customer service like this. My last experience resulted in 14 transfers, 3 dropped calls and 3 hours of wait time. I had an AT&T representative HANG UP on me when I asked for her name because of her rudeness. When they say "this call is recorded for customer satisfaction..." AT&T needs to review those calls and take action against the rude, unknowledgable representatives they have hired. Customers should not put up with this-leave AT&T---get a cell phone with Verizon, or go to SAGE telecom. Do not pay AT&T for service when their customer service is AWFUL!

They are bandits! wait and see what biils you get from them in future and if you do not pay they send you to collection agency even if you didn't owe.Then you will fiqht with the collector and finely pay because even BBB can't stop them to still.

AT&T has never been the leader in customer service in my opinion, but I used to think it was no worse than other monolithic corporations. My experience with this company over the past month has convinced me that could probably win the prize for worst customer service in the country, perhaps the world.
I can't go into documenting all the wasted hours, phones call, empty promises, etc., etc. without getting angry so suffice it to say "Congratulations AT&T. You kept a customer only because I don't apparently have a real choice for local phone service (isn't that a monopoly?). You may have gotten your lousy $49 but you lost my respect and any sense loyalty after being a faithful customer for years."

i dumped them years ago - you have to get rid of their service completely to show them you're serious - by keeping them and still getting the ### service - you're just showing that you'll keep taking it
and still pay them for crap

Not been satisfied at all so far with AT&T. We just moved into our home, on Sept. 14th we had our service connected. We received two packages with the exact same modem from UPS, tech guy came on Sept. 15th to turn on our services, phone we have had no problems with, but, the internet would not allow two people to connect at the same time through their modem, so we had a router (brand new) and still only one person could connect, if we tried to connect through the router, neither of us could get internet. Also, we were supposed to have the phone/internet/cable bundle, but our cable did not work. Called their not so 24/7 support line, and talked to about twenty people before finally getting the internet problem taken care of, each time mentioning our cable still was not working. They kept sending us to Direct TV Sales, who replied we have no records of your order, you need to call AT&T, after five days and at least twenty more people, we were finally told that we should have gotten a modem, after a week of no modem arriving, once again called support, who finally informed us we had to pay 29.95 for the equipment first, and had to use a credit card, we told them we don't use credit cards, wasn't there any other way like billing us or debit card, well of course there wasn't, so had to call my mother and ask her to use her card to get service hooked up. Upon being told about the equipment fee, finally, we asked to speak to a manager, after all this is about the 40th person we talked to and nobody bothered to mention it. The manager came to the phone, explained, and apologized, promising us a 50 dollar VISA gift card and a reduction of our first bill. Finally got everything to work, but, did not get a gift card, did not get a reduction of first bill, what we did get was a 248.00 bill, again calling to find out what in the world, it was explained these are first time fees for the equipment, all i can say is our bundle is 89.95 a month, so that equipment of one modem must have some gold in it.
This has been one of the most frustrating dealings with a company i can recall in along time. "

Place Needs More Descartes uses ebt cards

Thats right we don't have any credit cards, we either pay cash or do not need it. This has saved us from purchasing things we do not have the money for with credit cards and from interest rates.

dang keyboard messing up was supposed to be we dont have any credit cards

I live out in the country and called about DSL service. Was told it was now available here and told to fill out the forms on the internet. I filled out all the forms and was given a conformation number...Fast forward, received an e-mail saying there was already service at my home, well I wish there was but that was incorrect...Called the web sales center, after 3 people telling me that the conformation number isn't theirs and one person hanging up on me, I didn't cuss, yell, even tho I would have liked to by then I realize that they can't do the impossible...No one is able to tell me what the conformation number is, it came from their site, they say they have no record of the transaction... Then got a e-mail saying they would notify me when the installation would be every thing is fine...haven't heard a thing from them since, and probably won't. This is a total of 4hrs. on the phone and 3 hrs. on the internet so far, and yes I'm going to call again. Someone has this info, if it isn't them I want to know who. The site had a https, so I think it's them. Oh, and one person said they would call me back, I figure this is when hell freezes over.