I'm very sorry that you've been billed for service you did not request and that you haven't received the level of support you should have. 

 

Will you please send me a private message with your name, account number, email address, any ticket numbers you've received, and any other information you think might be helpful. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

At&t needs to retrain its managers at least.  Lack of knowledge forces them into repeat mode, sometimes I think that they should’ve moved their customer service to India, it would have made things so much easier since we’ve got used to poor “Indian” customer service. They are worse here. It’s been a week I’m trying to return my blackberry, they won’t cancel my upgrade or refund my money. As soon as I tell them that I will record the conversation since no one there was able to help me out, they start lining and “dropped” the call without calling back. They went as far as telling me that I did not pay for the phone, which is very easy to proof (hint: bank statements). Always promised that the case was escalated to a supervisor and they will call me back, but of course no one did so far.  Now they tell me that the account is under investigation and they don’t know how long it will take, and if my 30 days return deadline passed, then I’m stuck with the phone. I wanted to make a complain, but they told me that they don’t do it over the phone now, I have to go and do it online. I can’t find it anywhere, all I got is the corporate contacts.

Forget it, there's no one to complain to. They don't care about you. If you have a real problem your only hope is to report it to the BBB, FCC, FTC, AND you state attorney general. Even then don't get your hopes up. The only thing that ever gets their attention is a lot of negative publicity, like when they charge a dead Marine an early termination fee and it gets on TV. Then you should see how fast they move!

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vaugn111 wrote:

At&t needs to retrain its managers at least.  Lack of knowledge forces them into repeat mode, sometimes I think that they should’ve moved their customer service to India, it would have made things so much easier since we’ve got used to poor “Indian” customer service. They are worse here. It’s been a week I’m trying to return my blackberry, they won’t cancel my upgrade or refund my money. As soon as I tell them that I will record the conversation since no one there was able to help me out, they start lining and “dropped” the call without calling back. They went as far as telling me that I did not pay for the phone, which is very easy to proof (hint: bank statements). Always promised that the case was escalated to a supervisor and they will call me back, but of course no one did so far.  Now they tell me that the account is under investigation and they don’t know how long it will take, and if my 30 days return deadline passed, then I’m stuck with the phone. I wanted to make a complain, but they told me that they don’t do it over the phone now, I have to go and do it online. I can’t find it anywhere, all I got is the corporate contacts.

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I'm sorry you've having a difficult time with the return, it should be relatively easy to do. Will you please send me a private message with your name, account number, phone number and the best time to contact you? Please include any other relevant info like case numbers or info you think would help. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Hi, I'm still waiting for a call back from the last rep I've talked to, I was asked no to talk to anybody untill I get the call back. I dont think they'll call back, but I will give them a few more days.

You can also return the phone to any store.

Apparently that's not the case. When you ask them they'll tell you that the store will take it back, but if you happen to get in contact with an airhead manager at the store that decides not to take it back, then you're screwed. You'd think that if the store wont take it back, the ATT wont take it back either (the phone is in prefect condition), but an ATT rep told me that they'll take it back. That's not the end, they waived the activation charges when I got the phone, but when I checked my account today, I found those charged reversed back. This is pathetic, they're acting like little kids now. Who hired those manager, now I want Indian customer service back for sure, at least they wont do anything behind your back. And I'm still waiting for a call back since the 2nd of May.

This is Jamileh's canned response to everyhing.  Worse than a {word filter evasion} robotic operator you get when you call in.

Looks like they don't have a complaints board, site, department, phone number... I never thought it would get this complicated. This is what happens when you have underpaid and somewhat educated employees.

Wow, you guys are so right!!

 

I was too innocent to think AT&T would take care of its customers, but all that's been said above seems very accurate to me after my experience with them!

 

I've been ignored and called a liar one time too many by some of their fraud department reps!!

 

They don't even care that I'm screaming identity fraud, they just want someone to pay up.

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vaugn111 wrote:

Looks like they don't have a complaints board, site, department, phone number... I never thought it would get this complicated. This is what happens when you have underpaid and somewhat educated employees.

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Hi @vaugn - I got your private message and responded, please take a look when you get a moment. 

@scandrew88 - I responded to your private message as well. Please take a look. 

I'm still waiting for att to take care of my account, was asked to ship the phone back and I did, but so far I had not received my refund.  I got a double bill last month (around $600). They asked me to just pay it and they will take care of it, got a bill this month and was charged for changes that I did not ask for, and again was asked to wait. I will wait until the June 10th, that's 2 weeks from the day I spoke with them (the rep was pretty nice this time luckily). 

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vaugn111 wrote:

I'm still waiting for att to take care of my account, was asked to ship the phone back and I did, but so far I had not received my refund.  I got a double bill last month (around $600). They asked me to just pay it and they will take care of it, got a bill this month and was charged for changes that I did not ask for, and again was asked to wait. I will wait until the June 10th, that's 2 weeks from the day I spoke with them (the rep was pretty nice this time luckily). 

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Please contact Johnathon directly with your additional concerns regarding this issue. As you noted, he mentioned that it can take up to 14 days for the process to complete but if after that time please send him an email. If you have billing issues that need to be addressed, please let him know. Thanks!

 

 

If you file an FTC report they will call you back in less than 3 months. (Wow.) Trust me, I did this.