How horrible the customer service is

Hi there!

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Matt, AT&T Community Specialist

I agree. I had to get a genie mini replacement, i mailed back the faulty one on 11/1/2017. They've had it since the tenth and I've been told by some departments "oh yeah we got it!" But then billing says "oh, no we didn't get it." No sense in this disorganization. I can't afford to pay their box fee which I've been told is $50-$150 by different reps. I sent the box back. They received it and now no one can put in a tracking number on FedEx to see it was delivered, so I don't get charged?? I've also been informed if they charge me it'll take up to 20days to give me a refund if they're wrong! Again the box has been delivered for a week.

yep! I completely agree with you! 

Yeah, some people love to whine and complain, but that is not me. I'm super patient and pleasant. I've been in CS before so I know it isn't easy. My experience with AT&T pushed even me over the edge. I feel like I need to warn people. Service works great unless you need help with something, and then you will be put on hold, hung up on, transferred to the wrong place and then transferred back to the beginning of the queue. My info was lost. My cases to have my phone unlocked were denied because the agents didn't follow the proper steps, none of which is my fault. Everyone I talked to said something completely different and gave different instructions. I ended up so frustrated that I actually started crying on the phone with them. I spent well over a dozen hours on the phone with them over the past week, and absolutely nobody could help me. Finally, some manager took pity on me and could probably tell that I had been pushed too far (this was after the case that was going to finally unlock my phone vanished into thin air); he unlocked my phone over the phone. No case needed. I was told repeatedly that was impossible. I will absolutely never do business with AT&T again. I've never felt this way about any company, and I've dealt with plenty of frustrating CS issue, which are sorta a part of life. My experience with AT&T was truly beyond comprehension and they lost a long-time, multiple line, always promptly paying customer. No matter how many times you say you value someone's business, actions always speak louder than words, and word of mouth can bite a company in the behind.

Wishing I could go back in time to two months ago when I let a store rep talk me into keeping my business with #AT&T instead of moving on! 24 hours of phone conversations later, a horrible integrated experience, confusing bills, and anything but great customer service here I am spending another Friday night on the phone!! #ATT #RecommendSwitching.  I'm now on another chat trying to get my bill fixed and have been transferred three times already!!  Did I mention that someone in the store asked me to bring in my military paperwork to get a discount.  No discount and just a photocopy out there floating around of all my personal information!!  Awesome!!  If you're reading this and you haven't purchased anything, please run!!!

Yes, their customer service department is horrible! The agents tell the customer they are completing what you have requested them to do and then when you call back, there is no record that the transaction was ever done! I just went through a horrible experience with a billing issue and I cancelled my services with them. They do not have any respect for the customer!

I couldn't imagine anything worse than Comcast customer service, until I got AT&T. YIKES!!! This would even make Mahatma Gandhi snap! 

Yes, the customer service is awful. Deplorable. I signed up for a specific bundle with U300 and then found out the agent lied about the bundle signing me up for U200. The agent claimed I would have to pay 201 for it even though it is 149.99 online. The manager was worse saying I would have to pay 200 more and as I was talking trying to work it out she hung up in my ear.

when the “managers” hang up in your ear, you know they have no respect for customers or interest in our business. I retired from AT&T. It used to be customer focused.

I will be taking my money elsewhere and urging my friends to do the same. A company with no respect for me will not get my hard earned money.

i am sorry we are all getting this treatment. Shame on you AT&T!!

I received a flyer in the mail offering a TV, Internet, and phone bundle for $69.99 for a year.  HAH!  I called and talked with a person who had such a thick accent that I had a very difficult time understanding them.  I felt like the person talked all around my questions.  I ended up placing an order after the person said everything would be explained in an email.  When I got the details, my monthly bill was going to be over $105.  Then it would go up in a year!  Why bother!  

THEN, I tried to call and cancel.  I called 3 times and got cut off every time. I called a different number and the person was rude and never came back to the phone after I told him I wanted to cancel my order.  I finally hung up.  I checked on the status on line and it said it was cancelled.  Come on ATT!!! You are going to have to do better if you want to stay in business.  Customer service and truth in advertising are everything to a company!

The worst customer service there is.  I am trying to get two new lines.  I placed an order yesterday and I received an email today saying I would need to provide further details by calling AT&T, if I do not, they will cancel my order.  I called them 3 times today, chatted with 6 different people. They all try to connect to "activation team", put me on hold 50mins first time, 25mins second time, almost 30mins third time (still on call as I write this).  This is simply ridiculous - it feels like I'm paying to get mentally harassed.

Can't believe I am taking the time to type this up but...

3/21:

I tried to get a voicemail and telecast system setup for our business. After being constantly transferred for over an hour, supposedly my request was finally put in and I was advised that "Someone from the back office will contact me in 48hrs". 

3/23:

I personally called back to check the status since I received no calls what so ever and was told they were missing some information on what I ordered.... I told them the same exact thing I did on 3/21 and they said "Someone from the back office will contact me in 48hrs" I asked "If information was still "missing" then why didn't anyone contact me to get the rest of the info???".

3/27:

I called back AGAIN they said order was "processing" and that "Someone from the back office will contact me in 48hrs" so I furiously told Chris (who I was speaking to at the time) that I've heard that and no one has contacted me at all - he explains "I will personally call you back to give you an update".

4/4:

I called back AGAINNNNN spoke with Maria she said she would personally call me to give me an update on Friday 4/6 and at this point I asked for corporate's number so instead she gave me their address which I looked up to confirm and sent a complaint letter...

4/12:

I am writing this and haven't heard one single thing from corporate or AT&T and signed up for a FREE voicemail with google voice.

(we have several accounts with them & bring them a lot of business)

I sent a email to the corporate office late in the afternoon and received a call early the next morning from the executive assistant to the President. Within 2 hours I received three calls from various managers to correct all of my equipment issues that I was having for over three weeks. I was even given a discount on my current bundle pricing as a "good will gesture".

I contacted ATTCares by PM and called the number that I was given and they did not even respond. That's when I decided to go to the powers to be.  Good decision on my part. 

ATT has no interest in helping anyone except themselves and enlarging their monopoly.  The 800 service number is the absolute worst and they do everything possible to stall, frustrate and irritate their own customers.  Live agent ??  No such thing- I was just on hold for 40 minutes while they try to sell me more products with the irritating ads- That's how they reward their customers.  I have my own music and don't need yours.

Att service,   I really need investigations why your emploees ordering services for our homes when we even don discuss about services, seriously I'm filling complain why yours associates without my permission send whole company trucks in front of my residence and demand installation service I never requested.

File with the FCC. I am. They promised me certain things because I was canceling my 15 yrs of service due to their degrading customer service. AT&T said it would take 2 billing cycles to show up. It’s now been 2 months and they have no notes on my file. Now I’m outside of the return window. They did that to shut me up and keep my service. 15 yrs and this is the first time I’ve complained. All over $30. We will see what the FCC has to say

I have absolutely lost it with these guys. It took me nearly 3 hours in an ATT store to purchase and create service for 3 mobile phones, 2 directv  accounts and one home internet service.  I have also spent over 6 hours on the phone with them dealing with directv and mobile phone issues since I initiated my service in June. Directv has been the worst service I've had in years. I was offered by the ATT in store sales person a much better monthly cost for my cable by switching it from U-Verse which I absolutely loved to Directv. The service has been challenging as it doesn't always work right. The service person who installed it didn't explain anything nor did he clean up after himself. He left a mess in the 3 rooms he installed it in. I had issue after issue. When I finally was able to get someone to come out to help after trying to troubleshoot it for a couple hours by phone they went to my other service address which is 80 miles away. I took half a day off of work to meet them and they totally goofed. All I get are apologies and not much of anything else. I now discovered last week after figuring out how to get online to view my bills as they have been much higher than I anticipated that I was being charged for a mobile line that I didn't realize I had. There was never any usage on it. I don't really understand why the sales person at the ATT store set it up this way. It had something to do with that one of the lines I was porting from T-Mobile was on a phone that I needed to have unlocked. He sent me to a website to get that done. I spent $70-$80. In the end I was unsuccessful at unlocking it ($70-$80 mistake) and I ended up having to buy a new phone with ATT anyway while also paying off the old T-Mobile phone. I ended up getting billed for 4 months for a phone line that I didn't want, didn't understand existed still because I assumed it would go away once I initiated the ATT service for the phone that I purchased for my son at the ATT store. They told me their policy is that they can only credit me two months even though it never had any usage which they acknowledge. It's beyond insane. I've wasted work hours trying to get resolution to this. Between this last Friday and today I spent an hour and forty five minutes just to get the silly two month credit. Forget about the lost work hours (over one work day) or the money wasted on trying to unlock the phone. On and on they have proven to be an organization who couldn't care the least about their customers regardless if they have 3 mobile phones, two directv services accounts, internet and digital life. Heaven help us all!