THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!!!!!!!!!!!!!!!!

[JimmyT]

We switched to Uverse back in November and have had nothing but problems ever since. Incorrect billing, payments being made to closed account, interruption in service, cannot send email...the list goes on. I spent 2 hours on the phone talking to a total of 6 people in order to resolve the billing problem and get a refund for monies places into an inactive account by ATT.( I spent 2 house last week dealing with the same problem which wasn't resolved.)

The most infuriation part of this has been the pure incompetence on the part of the customer service reps at ATT. From the billing department, Uverse, DSL, accounts receivable ...non of them showed anything other than pure incompetence at their jobs. Absolute stupidity and a total disregard for my time and patience. I was passed from one person to another..Every time I have to start from the beginning with my all my information and describe the problems all over again. It was as if they all worked for a different company. At one point I was almost on the verge of tears.

I have never EVER experienced such a crapstorm of misinformation and confusion.

Shame on YOU ATT. You're customer service is a disgrace. And with the amount of problems everyone is having with Uverse I would think you would get your crap

together.

[ATTJulieCS]

Thank you for your post James. I understand your frustration. I'm sorry you've had so much trouble. Please send your account number, contact number and the name on the account to me in Private Message. I'll do my best to help.

Thank you,

Julie Rae

AT&T Community Specialist

[Mariadhern]

This is exactly what has happened to me! It is beyond frustrating that everytime I have to call no one knows anything about anything. They have 5, yes thats right 5 accounts for the same Uverse Internet service that to this day is not working. Today I called again got transfered 3 times and got hung up on. When I finally got someone on the phone they assured me that today by 8pm I would have service connected again. I should've known better than to trust them cause of course nothing has changed and their is still no internet connection.

[RCSMG ACE - Master]

You can send a PM to Julie as she suggested, or send on to Alex as well.  Alex is an ATT Community Manager on the forum.  Here is a link to his profile.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[bengit100]

And all this time i assumed it was me. When I say this is the worst cable company I have ever had to misfortune to sign up with.I did it as a favor for a friend who worked for AT&T, and needed the sale to make her quota. I had issues from day one. I was told I needed disconnect from my old service, so they can come by an hook me up. They gave me a date April  Ist 2009 complied with there requirements and had Comcast turn me of

They said they come between 9 and 12 that day, I waited  and waited at about 1.30 pm I called in to the company, what a hassle, I must have gone through 16 different people, no one seemed to know what was happening, One lady said they were a little behind, and they were certain to come by that afternoon. Again I waited and waited, at about 600 pm when no show again, I called back, Only to be told I was not on the schedule, and had three acounts in the system, two of them no information on it, and the one I had with all my information, was not schedule be come and hook up not April 1 , but April 28th, Really, I know it was all fools day, but  this ridiculous, well she apologised and put me on hold, to see if they could rescheule it, the next day. I waited patiently and about 5 minutes she came back line apologised again and said  she have it all strightened that the tech wouldn't be came 1week from that day. Since I had already turn off my comcast, I had no choice but too wait, no tv or internet for a week. 0n wednesday of that week, I received a bill for the three accounts that was in the system. And since the bill a month ahead, I was charged for the month of April for service starting April 1st Icalled them and ask what was this about? tHE SERVICE WAS NEVER HOOK UP, Debra the customer service agent  rudely  informed me that my services were connected since  April 1st, and since they are providing the service to me, it only fair that I pay my bill.I wanted to scream and pull my hair out. Well I figured I'll  play  a little game with her, to see if she really an imbecile as she appeared to be,I ask if she able to fix my systems as it was not getting service., She quickly said she would to transfer to tech support, I ask her to please stay on the line, while I talked with tech.,and she said ok. When Tech came on the line, and ask required questions,She stopped in the middle of her sentence, and said to me, Mam I am not seeing anything in the system to show you currently have the service turned on. I said yes I know that, And I said Debra "did you hear that", strangely Debra, said,yes mam, and that what I told you when you ask to be transferred to tech. What? ah ah, no fair , that was not what you told me, you said since they are providing a service, its only fair pay it.

Well that is how we started out our relationship, Uverse And I. With a mountain of issues. Yet still I kept the service, at first I kept it because  I didnt my friend to lose the commission, what made me keep it and still have IT, I don't  know, I guess I am an enabler. As I write this, All my play back have disappeared. About a month ago they disconnected

service for none payment, I have it where my monthly payment come of my bank automatically, so it always deducted at the same time. THE BILL WAS  PAID. I will say this, I did get lucky with one of Customer agent, and he quickly realized the problem and fixed it.. Now I am being charge for having to replaced the main DVR., they sent it through the mail, though the agent did not advised  me to returned the old DVR or I would be charged 150  dollars, but I know how these things work., and sent it back to them,, they sent me a text saying they received DVR. And  they still  charged for it. when called, some little parrot , answered the phone, I explain everything, She kept repeating 'the charge is on my bill 

because I  didn't return the old DVR. I told her again I RETURN THE DVR, and got a text message showing they got it. After she repeated four more times, I couldn't  take anymore, and told her goodbye, Being in the last stages of Lupus, I couldn't  allow the stress to cause a to a flare up.

The moral of this story is. If anyone is thinking of getting uverse, please run don't walk away.

Thank you.

[texasguy37 ACE - Champion]

---

bengit100 wrote:

Well that is how we started out our relationship, Uverse And I. With a mountain of issues. Yet still I kept the service, at first I kept it because  I didnt my friend to lose the commission, what made me keep it and still have IT, I don't  know, I guess I am an enabler. As I write this, All my play back have disappeared. About a month ago they disconnected

service for none payment, I have it where my monthly payment come of my bank automatically, so it always deducted at the same time. THE BILL WAS  PAID. I will say this, I did get lucky with one of Customer agent, and he quickly realized the problem and fixed it.. Now I am being charge for having to replaced the main DVR., they sent it through the mail, though the agent did not advised  me to returned the old DVR or I would be charged 150  dollars, but I know how these things work., and sent it back to them,, they sent me a text saying they received DVR. And  they still  charged for it. when called, some little parrot , answered the phone, I explain everything, She kept repeating 'the charge is on my bill 

because I  didn't return the old DVR. I told her again I RETURN THE DVR, and got a text message showing they got it. After she repeated four more times, I couldn't  take anymore, and told her goodbye, Being in the last stages of Lupus, I couldn't  allow the stress to cause a to a flare up.

The moral of this story is. If anyone is thinking of getting uverse, please run don't walk away.

Thank you. 

---

That is odd. I have never heard of any U-verse customer receiving a text message confirming the return of equipment.  I have also twice returned some U-verse equipment and never received a confirming text message upon receipt.  

Have you provided AT&T with the UPS tracking number confirming that you returned the DVR?

[avondeb]

I totally agree with everything this poster said.  I paid my bill 2 weeks early but it is not showing up in A T & T's system. It has cleared my bank. Talked to 3 people for 45 minutes yesterday. First person actually told me to take my proof of payment to an A T & T store - ludicrous!!!!

The level of incompetency is staggering.  I like U-verse, but dread anytime that I have to call customer service. Infuriating and upsetting!

I would discourage anyone from even beginning with U-Verse because of the lack of any kind of competent customer service.

[bengit100]

It's not odd at all, and since you dared doubt me, I have a copy of that on that message on my phone, I can forward it to you, as you proof As a matter of fact, Whenever they take their payment out of account, I get  TEXT on my phone, stating the amount and confirmation. Believe me or don't, I am telling the absolute truth. I have enough issues with Uverse, so  I would never have to make up a lie, and based what other customers are saying, seems my complaint is valid , because they too have shared somethig similiar mine. 

Are you an employee of Uverse? if so, then by your statement, and your question, I would say you proved my point, that Uverse employee are the worst at customer service, as they throw the blame on the customer.

[bengit100]

Its funny that so many of us have the same problem. And until I came on this site, and so the feedback, I honestly thought

this is a problem unique to me, Now I see that  many other customer have the same issue. So now we know it a Uverse problem. Let me say this too. When the service works as it should, it is great. Unfortunately the service is down most of the time.

[oufanindallas]

While it may seem like everyone has issues with UVerse, what you see on here is less than 1% of the users.  The majority of UVerse customers don't have any issues, or have thier issues resolved fairly quickly.  If you are still having a problem, as the OP was told either PM Julie or Alex.  They work for AT&T and can get the right people in touch with you to get your issues resolved.

[spd2demun ACE - Master]

Try contacting Alex, one of the AT&T Community Managers for further assistance.

---

avondeb wrote:

I totally agree with everything this poster said.  I paid my bill 2 weeks early but it is not showing up in A T & T's system. It has cleared my bank. Talked to 3 people for 45 minutes yesterday. First person actually told me to take my proof of payment to an A T & T store - ludicrous!!!!

The level of incompetency is staggering.  I like U-verse, but dread anytime that I have to call customer service. Infuriating and upsetting!

I would discourage anyone from even beginning with U-Verse because of the lack of any kind of competent customer service.

---

[Ellie4341]

I would normally never waste my time registering and posting on one of these boards except I agree that ATT has the worst customer service I have ever experienced also & it warrants my time to spread the word.

My story - When I called to sign up for U-verse, the first quesiton I asked was if I could keep my same phone number I had for over 20 years with ATT (land line I think they call it). They put me on hold for about 5 min & came back & said I could, so I signed up. When the guy came out to install, he gave me my new phone number. When I told him I was keeping my old number, he said the order was not written up that way. So, I had to have the new number for about 5 days before they could get my old number back. When I called someone from theis temporary number it had someone else's name on the caller ID. When they finally got my old number back, when calling the temp number it had a message that said "This number has been changed, the new number is ..... & it gave my old or permanent number"  I still get wrong numbers & collection calls for people who previously had the temp number that they gave me for 5 days.

When they disconnected my land line with AT&T apparently they immediately consider the remaining balance due - even though I had the bill that wasn't due for about 2 weeks. I had several issues with the service, mainly getting my phone number straightened out and when I tried to get through to customer service, since they closed out my land line phone account & made the payment due the date they closed it out, the ATT customer service recording wouldn't let through to technical support or any support - it kept sending me through to ATT billing dept. with recording saying that I had a payment past due (even though the bill I had wasn't due for two weeks). Of course, I was calling over the weekend so when the recorder kept transfering me to billing dept. it would say "I'm sorry this dept is now closed, please call back during business hours..." and hang up on me. No other options PERIOD. So, here I was, a brand new ATT customer trying to get assistance over the phone and I was stuck in a continuous loop in their phone bank system that wouldn't let me get through to anyone because I had a pst due payment due that wasn't even due for two weeks.

AFter waiting on the phone for about 30 minutes the next Monday morning while at work I finally got through to someone who apologized and said they knew there was a problem with the system.  CRAP!  I am quite sure that process is still in place.

Another time my TV wasn't working. After spending an hour on phone waiting  then finally getting through to tech support they couldn't fix it, had me send the DVR back & sent me another one. When I hooked the other one up, it too didn't work. So, I had to call again and wait another 40 min on hold. This time I got a lady that knew what she was doing & it was the video setting on my TV that was incorrect & it was a couple clicks on the remote & it was working.

I had numerous other issues with ATT customer service reps right after I signed up for the service - (tech support gave me an incorrect (old) outgoing mail server when I was trying set up my Microsoft Outlook mail. I can never find anything I am looking for on their website. In fact the whole reason I am on here right now is because I was going to see if I could change my monthly due date of my bills to later in the month. Searched all over their website & customer support links & couldn't find the info. 

Not exagerating, I probably spent over 4 hours on various customer/technical support calls waiting for someone to help me and/or getting passed on to different departments or stuck in a loop going no where when I first signed up for ATT. If I wouldn't have already cancelled my service with Comcast, and signed up for a year ATT service, I would have cancelled immediately.

I am stuck with ATT for a year now.  The problems have seemed to gotten better & less frequent now. But I fear the day I have to call their customer support again!!!

[spd2demun ACE - Master]

Sorry to hear you had such an ordeal.

In the future, feel free to come here and search or post before calling ATT.  We actually have the products.  Users here can give you the correct answers which will give you ammo if you do have to call CS/TS. 

For any account-related issues, you can always send a PM to Alex.  

Alex

---

Ellie4341 wrote:

I would normally never waste my time registering and posting on one of these boards except I agree that ATT has the worst customer service I have ever experienced also & it warrants my time to spread the word.

My story - When I called to sign up for U-verse, the first quesiton I asked was if I could keep my same phone number I had for over 20 years with ATT (land line I think they call it). They put me on hold for about 5 min & came back & said I could, so I signed up. When the guy came out to install, he gave me my new phone number. When I told him I was keeping my old number, he said the order was not written up that way. So, I had to have the new number for about 5 days before they could get my old number back. When I called someone from theis temporary number it had someone else's name on the caller ID. When they finally got my old number back, when calling the temp number it had a message that said "This number has been changed, the new number is ..... & it gave my old or permanent number"  I still get wrong numbers & collection calls for people who previously had the temp number that they gave me for 5 days.

When they disconnected my land line with AT&T apparently they immediately consider the remaining balance due - even though I had the bill that wasn't due for about 2 weeks. I had several issues with the service, mainly getting my phone number straightened out and when I tried to get through to customer service, since they closed out my land line phone account & made the payment due the date they closed it out, the ATT customer service recording wouldn't let through to technical support or any support - it kept sending me through to ATT billing dept. with recording saying that I had a payment past due (even though the bill I had wasn't due for two weeks). Of course, I was calling over the weekend so when the recorder kept transfering me to billing dept. it would say "I'm sorry this dept is now closed, please call back during business hours..." and hang up on me. No other options PERIOD. So, here I was, a brand new ATT customer trying to get assistance over the phone and I was stuck in a continuous loop in their phone bank system that wouldn't let me get through to anyone because I had a pst due payment due that wasn't even due for two weeks.

AFter waiting on the phone for about 30 minutes the next Monday morning while at work I finally got through to someone who apologized and said they knew there was a problem with the system.  CRAP!  I am quite sure that process is still in place.

Another time my TV wasn't working. After spending an hour on phone waiting  then finally getting through to tech support they couldn't fix it, had me send the DVR back & sent me another one. When I hooked the other one up, it too didn't work. So, I had to call again and wait another 40 min on hold. This time I got a lady that knew what she was doing & it was the video setting on my TV that was incorrect & it was a couple clicks on the remote & it was working.

I had numerous other issues with ATT customer service reps right after I signed up for the service - (tech support gave me an incorrect (old) outgoing mail server when I was trying set up my Microsoft Outlook mail. I can never find anything I am looking for on their website. In fact the whole reason I am on here right now is because I was going to see if I could change my monthly due date of my bills to later in the month. Searched all over their website & customer support links & couldn't find the info. 

Not exagerating, I probably spent over 4 hours on various customer/technical support calls waiting for someone to help me and/or getting passed on to different departments or stuck in a loop going no where when I first signed up for ATT. If I wouldn't have already cancelled my service with Comcast, and signed up for a year ATT service, I would have cancelled immediately.

I am stuck with ATT for a year now.  The problems have seemed to gotten better & less frequent now. But I fear the day I have to call their customer support again!!!

---

[JayeCalhoun]

AT&T opened a second account at my residence and canceled my account.  I have invested 8 hours plus now on the phone trying to get this straight and the problem is still not resolved.  I am at a complete loss as to how to get through the incredibly difficult phone system to a live person who (a) doesn't have to reinvent the ENTIRE wheel and (b) has the ability to resolve the problem.  There appears to be no coordination whatsoever between functions at AT&T.  Amazingly poor customer service.  Wow.

[aviewer ACE - Wizard]

JayeCalhoun

click here to send a PM to Alex, . He is community mgr that can get you a contact. HGe will need your account number.

[JayeCalhoun]

Thanks.  I will let you know if this works. 

[JayeCalhoun]

Here's the follow up.  Someone called me from AT&T and left a message (access code, case no., etc.).  I have literally called her back at all hours at least 10 times to try to reach her and no luck and maybe one return phone message.  I have also learned that my services (I have tv, internet and phone) are not bundled and haven't been for some time so I have been paying WAY more than I should have for a while now.  The internet service doesn't work throughout my entire house either and ever time I try to find out how to get it to the whole house, I get a DIFFERENT suggestion, all of which cost money and none of which have worked.  I am so incredibly frustrated with this.   Have no idea how to get all this resolved and still can't get any help.   

[jamileh]

I received your private message and I'm very sorry you haven't been able to connect with Valerie. 

It took at look at your case notes and it appears she's been trying to contact you as well. It sounds like we've got some miscommunication and I'm sorry that it's been so frusrating. 

I have responded to your private message. Please take a look when you get a moment. 

[JayeCalhoun]

Okay. Valerie Gordon finally called me back but it was only to tell me she would call me back again right away with a resolution.  That was over a week ago.  No call.  I think AT&T employees read these things and respond JUST TO MAKE IT LOOK LIKE they are being responsive - but nothing happens.  This is truly awful customer service.  Unbelievable that it has been this long and I still can't get through to anyone who can resolve my issues.  I am very disappointed to recommend to anyone considering AT&T to check out alternative providers.  AT&T simply does not have its act together. 

I agree with the original poster this is WORST CUSTOMER SERVICE !!!

[chrisw99]

It was a nightmare - they disconnected my DSL and were not able to connect U-verse for two long weeks. I have spent over 4 hours (four long hours combined) on my cell phone with about 10-15 people. The funniest lie? She said her name was 'Alice' and after a long  conversation she said 'so my name is Barb, thanks for calling At&T', and when I said 'I thought I talked to Alice, she said: "Of course, I am sorry, my name is 'Alice''.  First they give you a phony name , so they are not responsible for anything they say, and then they can lie whatever they feel like.  They lied to me so many times, I could not count it.

I droped  the service. They agreed.

I naver had a u-verse service, since they were not able to connect it.

And than they sent me a BILL FOR $120.81!!!!!

Now, there is nobody I can talk to, since I don't have their service and they cannot connect me to anybody - you need to have a service to talk to a person. The acount # on the bill  would not get me anywhere.

What a bunch of dishonest people.....

I've been their customer for over 35 years. I truly regret it.

[RCSMG ACE - Master]

Jane, and Chris click on the link below and send Alex a PM.  He is an AT&T Community Manager on the forum. He will get you to the right person to help you get your issues resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276