07-28-2012 08:12:24 AM - last edited on 07-28-2012 08:56:58 AM by Phil-101
How can I file a complaint against AT&T? I called AT&T (Feb/Mar timeframe) to increase my DSL speed due to an increase of employees in our building. AT&T suggested Uverse. Uverse was installed andresulted in lowering my internet speed. One AT&T person was able to tell me that is was not possible to get over 3.0 speed due to the where my building was. That should have been known before AT&T suggested Uverse. I asked to be switched back to DSL. I was told that an order to disconnect Uverse had to be placed and then removed BEFORE an order could even be placed to restore DSL. Three AT&T people confirmed that was true because I couldn't believe AT&T would have a problem like that. So 6 of my employees would not have been able to work while our internet is down. Our office uses 4 webbased softwares at all times. I had to continue to use Uverse until I could get TWC internet installed. Some employees worked from their home if they could. We lost customers and money because we had to refer them to other businesses because we couldn't process order because it would time out before we could get the order completed. I then called and asked how to return the Uverse equipment. I was told to just show up at any place that ships UPS and show them the equipment and they would know what to do (told this twice). Then I found out you had to actually go to a UPS store which for me, was 45 minutes away, our local UPS service center couldn't do it. I was told that a special box and label to put it in would be sent to me which never arrived. I finally had an AT&T person send me a label to return it through USPS which I was told previously could not be done. The USPS package was picked up June 13th. This was a 2 month process to find out how to return it. I received a collection notice in my personal name although the account is in a business name on 07/02. After talking to 3 or 4 (lost count) yesterday to find out if the equipment had been received, I was told I had to talk to another department. I asked for someone to take ownership of this problem and have a supervisor to call me back (I had alread spent an hour on wait and talking time). No one called me back. This was late but I let them know I was very unhappy. In my business, we handle upset clients immediately. All staff used good manners but at the point you have talked to about 10 different people and hearing their apology, I don't want apologies, I want a resolution. I have asked to speak to supervisors and managers before but there is no indication there is anyone with a supervisor or manager title. It is clear that AT&T has been trained how to be nice but lacks training in knowledge and problem resolution based on my experience. I am trying to track the shipment but USPS tracking website confirms when it was picked but all other information is archived. I will check back in a few hours to see if I can find anything else. I have a huge problem with AT&T and this problem but I can eventually stop using AT&T. My bigger problem will be if this $100 gets turned into collections and affects my credit score. I own several businesses and my credit score is very important. How can I get someone to take ownership of this problem and get it solved? I have spent way too much time on this whole issue. Linda
[edited for privacy – please do not post personal information]
07-28-2012 08:59:07 AM
Hello Linda and welcome.
I am sorry to hear of your problem.
It appears that you need assistance for a business related service. These forums are primarily for consumer products and services.
Although your message is welcome to remain here, I would suggest posting the same message in the AT&T Business Community. You should get a quicker response there.
Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!
07-30-2012 07:21:10 AM
Linda - please let me know if you were able to get some assistance in our Business Forums. If not, please send me a private message with your name, business name, account number, phone number and the best time to contact you?
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