ATT customer care complaint

We moved from TX to CA. We called in with our new address We have been here for almost two weeks NO internet NO service why because ATT made a mistake on the address put the incorrect address. Now we have been going to the local library and starbucks to do our work online. We have called seven times 7 and they still could not get it right. They send out an email confirming an install but it STILL had wrong a ddress. This is such a terrible thing to do to a family. It is stressful enough we are a miltary family and moving. I am giving them one more change to set up supposedly tomorrow, if not I am calling Time warner who would be here in 10 min at my door with the right address. The managers for ATT dont understand english that well and cannot understand what I am saying. It causes so much stress and time on the phone. We also had to increase our data plan on our cell phone to have internet at home. It is such a terrible mistake ATT makes and cannot fix it.After this move NEVER again will I use att.

I ATTEMPTED to upgrade his phone online. It all went through each step and it said "all set" on the last screen. I was going to do a store pickup. It only gave me choice of 2 stores, both a long drive when there is a store a few miles from my house. I drove 45 minutes to the store and waited 3 hours and no order ever came through, the store called in and they said its processing, the store manager said it usually take one to two hours and he waited until after the store closed with me. The following day I had spoken to customer service 4 times. The 3rd agent who was on chat said that the pin verification failed and that the order is on hold and gave me a number to call, he said be sure you tell them the pin verification failed. The next customer service person kept telling me that the order was ok, I had to ask her if she can see where the pin failed and she said yes and put me on hold again, still whomever she spoke to said its ok when it wasn't, that it takes up to 48 hours. I told here that when the delivery options come up it says "pick up your phone today if you choose store pick up". She disregarded that and kept saying 24 to 48 hours. I had to give up and cancel the order, our account is in good standing, our bill is paid, he is way overdue and upgrade, we are long time customers, 12 plus years. Whomever she was putting me on hold to talk to is suppose to be know more than her and that "supervisor level" person didn't even try. Its agonizing, time consuming and impossible to just do an upgrade. There are too many options out there for me to have to call 4 times and drive a total of an hour and a half for nothing. Would you keep paying $300 a month for wireless if your treated that way?

Hello @dgarib,

Thank you for joining the Community Forums family we are glad to have you! This is definitely not the experience we want you to have when trying to upgrade one of your lines.

Since you had such a bad experience attempting to upgrade online I would recommend going into a store so you can get your new device the same day.

In regards to your experience with the rep you spoke with over the phone, we will be more than happy to submit feedback.

Thank you again for reaching out to us, and have a great rest of your day!

Jeff, AT&T Community Specialist

RE: ATT U-verse billing department 

I was having issues with the equipment on my bedroom as it keeps on TV reception keeps on freezing,

we called tech support and help us with rebooting the equipment. It was working but the freezing came back. We called tech support again and requested for tech dispatch, the rep that took the call marked it as moving equipment tech dispatch, June 6 tech came and all he did was a hard reset,unplug it and plug back. Bill came today and I have a charge for $163.90 ( $149 tech dispatch charge and $14.90 for sur charges) . I called billing dept and it was a mess, the rep her user I’d was PL751N Amanda was her name was very RUDE, she handled the call poorly, then was passed on to Jason as the said supervisor and he was also RUDE, I’m talking and he will put me on hold without telling you. Is this the kind of customer service ATT has? ATT has a bad reputation with this, very far from Charter Communication.

i hope ATT correct this kind of issues,i don’t want other customer to experience what I went through. I want to open an executive complaint, can one of ATT U-verse manager contact me.

thank you

Signed up for wireless services with ATT in February of 2018. I did this to bundle my cable and cellphone. Went into a store where to see how the deals would work and to see if they could get me out of my previous contract with Verizon. The gentleman in fact said they could with no problem. Once the transaction was done the gentleman then tells me for my phone trade in that I would get a $300 credit. Not sure why considering he never told me how they would get me out of my previous carrier contract, I use the credit for items in store. Still puzzled why I got a store credit ans walked out the store not paying anything. I asked the associate again, how will they get me out my contract and he said no worries because they will take care of it. He then stated that i should receive a gift card for $150 once I sent the bill copy to the Switcher program team, so I said ok. Once I received my bill from Verizon in April, I see where nothing was applied to getting me out my contract as the man stated. Later in April-May I received a $350 gift card from ATT.  Not sure what this card is to be used for so I used it for my personal items. I than received a another bill from Verizon in which i saw $653.00 was never paid. I then contacted the switcher people and asked them why my bill was never paid. They told me we sent you a $350 gift card and what did you think it was for? So in conclusion, the contract was never paid as ATT took the $300 credit as their own credit and not apply it to my previous bill with Verizon and then tell me I should of used my $350 gift card to pay my bill in which this was never stated to me. I want to know who is responsible and who will pay Verizon their $650 for my termination with them but ATT is not being helpful. Was contacted by the office president of ATT today in which she stated she will just tell the FCC basically it’s my fault I didn’t look online and pay my previous carrier. I am very livid and upset right now and need this bill handled ASAP from Verizon. I do not wish to be contacted again by Gloria Amacker as she was not helpful or trying not to resolve this issue I have with ATT. This company is a bunch of crooks!!!! 

Re customer service and terrible billing and statements---they have no clue!!!  have been with att directv for around a year and never ever have seen so many mistakes and so many errors.. i had direct pay and three times they messed it up---because they changed their due date--i ordered the best package--for a guaranteed price with documentation and they changed what they said in their agreement , i was supposed to get sports channels for the football(NFL) baseball and basketball and they were blacked out..but most of all as a customer they treated me rude and tried to make me feel stupid and not knowledgeable enough to understand their billing---well when you charge me twice ---send back payment-when your satellite goes out on NBA FINALS And ON Dancing with the stars finale  i quit!!!!   if i pay for service ---customer is always right----francis j schneider

I can’t begin to list the problems and poor customer service from ATT.  I wish I had never switched from Spectrum

I have had AT&T u verse and internet for 3 years 2 of the years was a promotion the promotion was up on the 13 of June 2018 I turned off u verse on the 11 of June 2018 and turned in the boxes on the 12 of June 2018 the first year of the promotion I received a $50 gift card the 2nd year I was to received another $50 gift card I didn't .After turning u verse off that's when it started with the bill I talked to about 7 different customer service reps.which I have all of their names and dates spoke with 3 within one day all giving me a different answer about the bill I  asked to speak to a supervisor I never was able to I paid $30.44 on the 27 of June then my internet got turned off on the 10 of July I paid $50 to get it back on and then it got turned off on July 18,2018 and had to pay $76.73 to get it back on you see I said had that's because AT&T is the only service that I we can get in the apartments that I live in and the apartments that I live in is income restricted unfortunately I had to make these payments or no internet and if I was to wait more charges would have occurred  this was a very stressful time what I hope is that AT&T comes up with a set package not just for me but for the residence under the circumstances which is that all we can get is AT&T here 

When I first signed up with U Verse I requested over three weeks in advance to have a payment due date of the 5th of the month. I was told no problem by an Philippine or Indian call center. Right away my first bill had a 9.75 late charge. I called to correct the issue and I am telling you I would have rather had a root canal. Billions of dollars and they cant just apologize and waive the fee plus change a date. A 2 min call turned into over an hour. I carefully and politely explained my situation ( they had a record of my request in the database) and the call center employee just went right back into his script like I had said nothing. Needless to say I am no longer a U Verse customer. These call center people have a attitude that Americans are difficult and rude, even when you are not condescending, derogatory or using foul language. If you ask me they are uppity and wish they were Brits.

Sorry, @BobStirling but this is not true.  Attempted 3 times but no action.

In September 2009 (HR 3621) was referred to a House subcommittee with no further action taken.

In May 2010, Senator Schumer of New York talked about it but never did anything.

In 2013,  (HR 2909), was also referred to a House subcommittee with no further action taken.

https://www.snopes.com/fact-check/foreign-exchange/

If you have any more information, please share.

I’ve been lied to, my coverage changed without notification, and they changed my billing date without telling me

I have been on the phone all evening trying to file a complaint. Waited 2 hrs, as instructed, for a return call from a Supervisor. (Who never called)! 

 I will definitely be contacting my local media tomorrow!

ON demand weather dilemma..gone.. No Customer support to get it back on the air...

As a meteorologist, I can tell you this it use to be in the past cable companies provided local radar with simulcasted weather broadcasts that covered your local area. That was great I am not sure if that was subsidized by the the government as a requirement to provide this service to the public but in case it should be especially since now that weather channel only goes on during the day and evening and if the weather should break out get on the air when its too late. I myself will be sending a letter to NOAA to see if they can provide essential on demand NOAA weather channel with the live radar also it may be a good idea for all to find the local weather service office that is in charge in your area and make your concerns. The weather channel is no longer a 24 hr weather service ON ATT or any cable company. Other options for now is to get a NOAA weather radio or find out of your local HDTV stations that have sub channels that carry continuous weather. WPEC Ch 12.2 in WPB Florida carries continuous local and weather nation broadcasts its real good! So now we have to deal with dum founded weather channel why doesn't ATT fix the issue with the on demand weather. The weather Channel is no longer a 24 hr weather provider!. A breach of contract!