File a Complaint regarding HORRIFIC customer service

Hi @JDtheJD,

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Lafayette, AT&T Community Specialist

How do I file a complaint against AT&T? February 26 2018 AT&T delete my email 6 months later I have not been able to get my email address back ,after numerous calls to AT& T being left on hold being disconnected numerous times!!!

getting calls from At&t  at least  40 times being on the phone for hours and not succeeding,trying to get my email back knowing it was not possible  saying they had to have permission from yahoo ,which never happened , I had my email address ***@bellsouth.net  for over 10 years .

all my bills were connected to that email , not to mention all my saved emails ,photo’s  personal files

this has caused me a lot of STRESS,ordering on line even after I changed my email address and gave the new email to companies ,they would send a confirmation to my old deleted email ,so the order was cancelled !!!This happened to me 3 times!,,,

late fees for bills ......being they could not send me a confirmation of my payment ,which the first few months never went through 

I am ready to go to another company I have been with bellsouth-At&t for over 30 years 

horrible customer service,unprofessional inadequate service from India !

who deleted my email Feb26,2018 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

On 9/12/18 went to a AT&T store in South Land Mall Houma, LA. and was unable to replace a broken phone for lack of ID. The ID I had is a TWIC card which stands for Transportation worker ID card, which is vetted by TSA and part of home land security. The store assistant manager informed the new girl that was helping me that a state ID or drivers license was the only acceptable ID. When I got back home, I thought I would call and fact check, by calling AT&T. Roxi on line told me that a state ID, drivers license, pass port, military ID and Government ID. When I asked her what consist as a Government ID. She wasn't sure so she asked her boss Paul N. after her conversation with him it went back to state ID and license. when I said How can I make a complanate she recanted, but quoted  the FCC has rules. So looking at this AT&T has a prosses problem at the least with there company policy in what is acceptable for ID. 

One very important word was left out:  ISSUED

https://www.att.com/esupport/article.html#!/wireless/KM1040456?gsi=lJQo5gQ

The account owner or Retail Authorized User needs to meet these requirements to manage a wireless account in a store:

1. Must provide a valid government-issued photo ID, which includes a driver's license, passport, or alien Registration Receipt Card with photo

Yes, I've had a similar experience with AT&T of no accountability at all. I began documenting my contacts with them: over 20 since December and at least 4 trips out by a technician. Our service is getting worse instead of better. We are a church that, during lockdown, depends on being able to stream our services on Sundays. However, we can't do that dependably. Today, people trying to watch in real time said it was so delayed, it was unwatchable. Then, we lost the stream. During the talk by our remote guest (remember, this is lockdown) - the video was not in sync with the sound.

A little more information: I have asked for the same technician each time, so the technician would have background knowledge about what has already been tried and can build on what was done before. However, I'm told the company has no control over which technician comes out - this is scheduled by a National Technician Scheduling department. So, they often will start from scratch, not knowing that what they're trying has already been tried. This is a waste of my time and does not solve the problem. 

The technician is supposed to be able to see the notes left by previous technicians so he will know what was done in the past; however, technicians have told me they did not have any notes. On two occasions, supervisors have promised me that they left explicit notes for the technician about what needs to be done, only to have the technician tell me no notes were left. 

Twice, when I asked by phone to escalate this case, the person I spoke to said they were going to send out a supervisor with the technician, but both times, there was no supervisor and one of the technician said they almost never actually do send out a supervisor. So, the company was not being honest.

There is no accountability at all. I have asked the company to give me one person who will stay on our case, who I can stay in contact with, until our problem is solved, but the company refuses. I am told that, although the company has no control over which technician is sent out, there is only one manager of all the technicians in our area. I asked to be put in contact with that person, but was refused. Actually the person on the phone promised to alert the person to the problems with our account, but I could not be put in contact with the person, nor would the person contact me. I was supposed to take this person's word that he or she would alert the manager, and also trust that the manager would care. 

There is no accountability at all. Our church depends on the ability to stream during lockdown and the number of congregants willing to try watching the service has dwindled. Three tried to watch today. The viability of our organization is dependent on adequate Internet service and the poor service has jeopardized our organization's ability to continue. Yet, I cannot get AT&T to care and to solve the problem. Our neighbor is having the same problem of poor service from AT&T. 

AT&T told us that if we added a second account, that might solve the problem. So, we added a second account and a technician came out to install it. When asked, he told us that the service to both modems would be coming in on the same line, but the person insisted that that would still make service better because the modems are where things get bogged down. So, the modem worked for a little while, but then it didn't. Someone came in to "fix" the service to the new modem, then our old modem no longer worked. Someone came in to "fix" the service to that modem and the new modem stopped working. It turns out this is because two modems cannot be on the same line. AT&T must have figured out the problem, because they sent someone out to install a second line, but they didn't attached it to a port. After contacting them again, they sent someone out to attach it to a port. But, as you can see from above the service is even worse than it was before.

Trust me, if I had a choice, we would have changed providers. The only 2 other services to our location are a satelite service and another service that uses AT&T lines.

All I can do is document. Any other suggestions are greatly appreciated.

Our "business" depends on this and such a big company does not care. It is too big and if it is allowed to be the monopoly it is in our neighborhood, then it needs to be better regulated. 

Hi @nansmith07

Thank you for sharing your concern.

As per AT&T Community Guidelines, we will have to close this thread, as it is 3 years old. We would request you to post it as a new conversation.

Have a great day!

Regards, 
AT&T Moderator