Why is customer service at ATT so bad??

I just wanted to add this is the worst company ever, if I had any choices in my area I would take two cans with string over having to use AT&T, everytime I call them I have to be transferred 4 times with 10min holds each time no matter what, I called 2 days ago and after being on the phone for 2hours I finally got them to add call forwarding to the line.. or did they? NOPE cause 2 days later I still can't forward the call, so call back today and I'm on call 34min so far transferred twice already and still holding just TO GET MY PHONE FORWARDED... I mean holy cow man, the last company I worked for used vonage and to forward a call all I did was log into the website and check a box and type the number I wanted it forwarded to..

AT&T has the worst service I have ever experienced! I left Sprint after 15 years and joined AT&T last year when I was told because I have Direct TV I would have unbelievable discounts by bundling the services. I felt confident I would get good service because Direct TV service has always been excellent. I was so wrong and they completely lied. The customer service is horrible. I switched and my bill has been screwed up ever since.  I made the worst mistake switching. I had two phones and the bill was supposed to have unlimited plan activated. The bill was $215, and I was told my credits haven't hit the account yet.  In March I added another phone number. They didn't add it to the unlimited plan and charged me for a separate unlimited plan. Then started the worst part, no one could fix it. Then someone fixed it and didn't add the phone to the unlimited plan I had active but put it on a 400 minutes plan and I started getting overages! I have called every week since the 2nd week in March! No one could help me or they lied and said it was fixed when it wasn't.  My phone bill got up to $1100.00 in overages. To top it off my phone was cut off even though I made payments each month for the correct amount of what the bill should have been! I hate AT&T.  It is now June and my account is still screwed up. And my daughter is in New York city without a working phone. My son is in the army away at duty without a working phone. I can't understand why this one thing is so hard to fix. I am screaming and so frustrated. My husband did not switch to AT&T. He stayed with Sprint and continue to have great service and no problems.  I should have listened to him and not switched. I understand why AT&T is losing customers. I am going to leave as soon as I get off work today! I can't wait to be done with them. Can you imagine every week calling a phone company like it's a second job and then paying them? They should waive the entire bill and start over with me! But their service sucks and they don't care about their customers! I can't wait to leave this company!!!

Bridget Ali

Disappointed Customer 😞

But we can't get issues taken care of over the phone.....so where can we go for help??

I am a new customer.  I decided to have ATT Internet & Directv installed.  I bought a bundle and commited to two years.  The day we were to have the services installed only one guy showed up to installed Directv.  Well of course after waiting several hours for the second installer....I had to start the phone calling.  

Turned out that during the initial ordering process the $100 down for Directv (past bad debt) somehow did not get posted so they cancelled the 2nd install but didn't tell me!

The 2nd install was then scheduled for another day.  That day came and 2 installers showed up.  The install took a very long time because when I initially placed the order the customer service rep could not find my address so she entered the rental office address where I live!  Well that caused problems.  I specifically said that is not my address.....TWICE!

The first set of bills came to the rental office.

The next issue......I did not sign up for auto pay! I asked them via chat the week of July 10 to cancel autopay (I had noticed it was turned on).     But on the 17th of July they auto took $89.89 then the check I mailed late last week for $89.89 posted!!!!!!!!!!!!!!!!!!!

I hope this is not an indication of very very very bad service going forward!!!!!!!!!!!!!  

Your experience is somewhat similar to what I just went through. The difference is that I already had AT&T; had been a customer for 23 years. I called to learn more about their new DirecTV NOW product. To make a long story short their promotional material PLUS the conversation with the call center agent led me to believe I would actually save money, get unlimited data plus the DTV NOW service. In fact the agent did me a "favor" by saying backdating the addition to the last bill date I would save money for the current month which only had one day left before the bill date. Instead the bill went through the roof for that month by $60 and had I continued with AT&T it would have gone up $95 monthly. They would not fix it, essentially saying TOUGH.

I left, went with Sprint. Took our 5 numbers with me, got 4 iPhone 7's and an Android, got the unlimited data we needed AND AM SAVING $50 a month over what I had been paying AT&T. All but one of the phones was off contract.

So far so good with Sprint. I hope it stays that way. 23 years with AT&T and they could give a flying F about the loyalty I exhibited, would not fix a problem that would not have cost them anything. Our usage would not have changed much, maybe a little more data use from time to time. So they lost $2400 a year.

I have over 25 years loyalty with AT&T and I'm done. No customer service - they don't care. I'm taking my business somewhere else.

Did an upgrade over the phone att upgraded wromg phone number wrong color phone shipped phone back now can't seem to get my upgrade reversed art is the most horrible company been with them for 10 years and don't value that

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Gee...I wonder if ATT is taking a page our of Disney's playbook as Disney laid off 850 American workers with some given 90 days to train their replacements along with the threat of losing severance pay if they left before the end.   This appears to be from an/around 2014 due to H-1B Visas, which is long overdue for an overhaul due to abuse.

It certainly appears that this could be the problem with ATT in some way, shape or form...in my opinion.

Gee...I wonder if ATT is taking a page our of Disney's playbook as Disney laid off 850 American workers with some given 90 days to train their replacements along with the threat of losing severance pay if they left before the end.   This appears to be from on/around 2014 due to H-1B Visas, which is long overdue for an overhaul due to abuse.

It certainly appears that this could be the problem with ATT in some way, shape or form...in my opinion.

This is true. I was going insane from AT&T customer service and all the screwing up and incorrect information. Never gotten so frustrated in my entire life with any company.

Their number of complaints are overwhelming! I would like to add another one! I'm not even an established customer, and I've spent two days total trying to get services installed!! All the agents I spoke with were Indians, and I don't have problems with Indians, but it seems like everyone I talked to SUCKED AT CUSTOMER SERVICE!!!! I was transferred from department to department; I was hung up on, I was transferred back to the automated system when I asked for a supervisor, I spent a 2hrs chatting with agents online thinking the customer service would be better and yet the agent's solution was to instruct me to call a live agent! I never write reviews and especially negative ones. I will never become an AT&T customer! THE ONLY WAY THIS CAN BE FIXED IS BY TAKING YOUR BUSINESS ELSEWHERE!! RUN AWAY FROM THIS COMPANY. This company offers a good product but is not worth dealing with their customer service. Goodbye.

Where do I begin?? It use to be that no one could top AT&T’s customer service. But having to deal with them on several occasions this past year has been a nightmare. You would think a company so large would be improving instead of going downhill. I recently moved and was told by Direct TV they could not go in the attic or under the house and there was nothing left to do but to cancel my service. Except the tech did not cancel he put on the paper work that he completed the service. This led to me spending countless hours on the phone with AT&T and was passed around like a soccer ball during a soccer game!! Each time they claimed they had taking care of it. Then I would get a notice saying my services were going to be disconnected because I have not made a payment on my Direct TV account! Mind you I was paying a $270. bill for phone, internet, and Uverse t.v! This went on for three months. It was a nightmare! On top of this the Uverse t.v is awfull it cuts off for an hour every night, and I have several issues with it but I rather deal with awful service then get in the phone with AT&T!! This is just one of many troubles I have had with this company. Today I called because they interrupted my service and I didn’t know why. The Operator basically called me a liar because he said that I didn’t reach them by calling 611. I have always called 611 and went through the stupid computer prompt thing! Which is another long conversation! When I asked to speak with a manager because he was being rude he hung the phone up on me! My Grandmother retired from AT&T as an operator. She would be so disappointed in how they have let customer service fall so low! 

82 minutes of my life that I will never get back! Customer service does not exist at AT&T.