AT&T Uverse

We get a bill charging us for services we didn't even have. I reached out to the sales rep multiple times and of course he never responded...but he always responded before when they came to do the service! I called the number on the bill and all the Uverse customer service is handled outside of the US, which was a nightmare trying to get them to even understand what happened! They told me charges would be removed next billing cycle...well guess what, that was another lie because I got another bill!!! I call back again this time insisting that I speak to someone in the US. I get Chelsea in the Atlanta office and she informs me that it takes 2-3 billing cycles for charges to come off!!! What the???

I asked her why the phone bill corrections can happen automatically, but Uverse takes 2-3 billing cycles and she said that's just the way their system works! I asked to speak to her supervisor, which she responded and said there was not one available, but she could take my info and they would call me back in 24-48 hrs...just more lies!!! We have been with ATT for over 20 years and are considering leaving because if they own and associate themselves with this company and allow this time of treatment to customers, we don't want to financially contribute to their deception! Don't ever use this company no matter what kind of incentives they try to offer you... It is not worth it...there will be a much higher price to pay than what you will ever get from them!!!

Two months later, I get a bill for TWO termination fees! One for internet and one for TV. I have been fighting this to no avail. They finally removed one fee, but not the other. AT NO TIME DID AT&T EVER TELL ME THAT THERE WERE TERMINATION FEES FOR EACH SERVICE. I was told one fee for my service, PERIOD! The same is reflected on the written confirmation. It is disgraceful that they can't be honest with the consumer. BEWARE! STAY AWAY! It is a pleasure working with Xfinity. NEVER AGAIN, AT&T!!! NEVER!

If I were the powers that be at AT&T, I would have to seriously re-think doing business with whoever manufactures those modems because they are obviously sub-standard! Anyway, on Thursday, April 11, we lost internet service and, because our phone lines and home security system are hard-wired into our AT&T system, we are also without a landline or a burglar alarm.

My husband called AT&T's repair service late Thursday evening; they checked the line and determined ... wait for it ... it's the modem; however, they initially REFUSED to send a modem right away, saying that a technician needed to install it and that there was no appointment available for nearly 10 days. My husband offered to drive anywhere and meet a technician, saying he knew they carry spare modems on their trucks and that he is willing and more than able to install the equipment himself. His request was refused, at which time he decided to end the conversation. His attempts to communicate with them temporarily ended at approximately 1:30 on Friday morning.

Later Friday morning, after several hours sleep, he was yet again on the phone doing the same "dance" with AT&T's "customer service". I overheard him ask and then demand to speak to a supervisor at least eight times, and at each request it was obvious he was being denied. I don't know if the repair rep was of foreign descent or if my husband was simply wondering if somehow he was not making himself clear to the representative, but after requesting over and over to speak to a supervisor, I heard my husband say, "Do you not understand English?", at which time the rep hung up on him.

My husband is nothing if not calm and collected. In 20+ years of marriage I can only recall seeing him really angry a couple of times, and this was the third time! First of all, to be denied a piece of equipment that is readily available and offer to do the work yourself only to be denied is ridiculous. Secondly, an employee of mine (especially a customer service representative) whoever dared hang up on a good, long-time, paying customer would be immediately relieved of his duties in my employment.

My husband called back again after having been hung up on and talked to at least three more reps (supervisors, I believe) only to continue to get the runaround. He was finally able to get one of the reps to agree to send a replacement modem in the mail overnight, to be delivered sometime on Saturday, April 13.

At about 3 p.m. on Saturday, my husband called to check on the whereabouts of the replacement modem, and he was told that there was no order on record for a replacement for our account. He asked that one be sent out today (Saturday) for delivery tomorrow, and he was told that it would here on April 22 - 9 days away. That is 9 days of no internet service, but worse is that we have no functioning security system or landline because of some arbitrary decision by AT&T to hold a piece of equipment ransom (possibly in retaliation for us having the audacity to request appropriate service)?

While wrapping up yet another telephone conversation with AT&T's customer service department, my husband was simultaneously ordering a modem from Amazon which will be delivered on Monday, April 15 - a full 7 days faster than AT&T's own company can or is willing to deliver the same product. "Coincidentally" on Monday, April 15, we have an appointment scheduled with Spectrum in the sincere hope that we can participate in a trend that will help put AT&T on notice that they are not the monopoly they so obviously desire to be. IF YOU CAN POSSIBLY AVOID IT, DO *NOT* DO BUSINESS WITH AT&T!

During this time I am still paying a bill for Internet, TV, & phone, Which I no longer have access to because I don’t live there anymore and the equipment was sent back on April 1. I moved April 1. Today is April 10, I am missing calls that would go to my landline phone, receiving emails from AT&T about activating a mobile phone I never received and they will not allow me to cancel the Internet and TV device until I activate a phone that I seem to have a problem trying to get... Frustrating. Then of course every time I call I get someone totally different and in a different state, who makes me go through the whole story just to send me to someone else to go through the whole story again, yet no one has helped me yet.

About 1230 I received a text saying that he would be there by 1 did I want to keep the appointment. It did not give a time though. I was home and waiting so I said yes. 4pm came around and still no technician so I called Spectrum which was my old provider and they beat 50 a month with same speed offered (100 MB a second) and no contract. I cancelled AT&T at the end of my billing which was the middle of the month. I decided I was gonna move at the end of the month so I called them back to ask if I could extend my cancellation date to the end of the month because I didn't want to start a new service until I moved. I was on the phone for half hour and the representative informed me that he could not prorate and I only had the option of either keeping the cancellation in the middle of the month or paying a full month. I asked for the supervisor and he placed me on hold for 15 minutes.

I hung up and called back and got another rep who I was on the phone with for another half hour until he got a hold of a manager and he did extend it out until the end of the month. He was helpful but the first rep should have been able to do this. Obviously he didn't care and it still took almost a hour to get this done. There cell service is inferior to Verizon. Their TV app in inferior to YouTube TV and their customer all around and especially the internet is horrible and frustrating. DO YOURSELF A FAVOR AND LOOK ELSEWHERE FOR ANY SERVICE CONNECTED TO THIS NAME.

I must have talked to 10 different people and they wouldn't even negotiate. They said they no longer do prorated billing. When you call them 90 percent of the time you will speak to someone that doesn't speak clear English so it is very difficult to understand what they are saying which makes it hard to understand if they are giving you any valid information to make a decision on. I would not recommend using AT&T unless you want to just throw money away. You can't trust what they say. I will never buy anything from AT&T again. I paid 120 dollars for services I didn't even use. They are downright crooks.

Then the emails from AT&T began. They didn't want to do the install because I had an active landline and needed to turn it off. They needed to confirm my email address. I had to call and be put on hold for another person who tried to help, but transferred me to another dept. where I was on hold another 20 minutes. I then got to speak to someone who called himself the "Big Dog" and refused to look up my previous order.

Told me ordering through Costco/DirecTV was MY mistake, and wanted to make a new credit application and installation appointment. Refused to acknowledge my existing order number which he said didn't exist even though it was in all the emails from them. Basically they refused to honor the contract DirecTV sold me. I waited for the scheduled install and was actually relieved that it didn't happen. BTW one star is one too many if you ask me. I already had a low opinion of AT&T. It just got lower.

The day of, the technician comes and tells me I know you were sold 100 mbps but you are only going to get 50 mbps, half the speed, and it will cost you the same. After talking to the in-home specialist I was promised credits on my bill for being sold something they don't offer and forced to pay the same for a much slower speed. Never heard again from him, so call I in and was told, "No we don't do credits. But we will waive the $100 installation fee because of how much we have messed up, it is no longer on your bill." Then get my bill and the installation has not been waived. Call in and am not told they don't waive installation fees. There is nothing they can do. Is this really how you conduct business AT&T?? Some of the worst customer service I have had. Lie after lie.

I talked to this chat agent and he explained how of course he couldn't do anything but he would make sure to note my account and to have someone from the retention department call today between noon and 2pm which of course never happened. I have zero faith in this company and now I have to worry about random changes and charges taking place without my consent? I am the only authorized account holder and made sure it wasn't fraud.

I'm currently in the process of discussing this our family attorney and will most likely file a complaint to small claims court. PS.... I tried to add my employee discount to my bill and of course it doesn't apply to what I have or 90% of any other accounts they offer. Whether this is incompetence or shady business practices I've had it as a Customer. And randomly my internet Account got removed from my profile so I just reconnected it.

Ok. Husband spent 45 min of lunch trying to get thru to someone to set up PIN. After much transferring, the rep told my husband that "You can't set up a PIN over the phone and would have to go to the store." Oooook. So my husband goes to the store - they can't do that at the store - directed husband to call "customer service". Went thru the same phone issues again and still no PIN# set up. Yesterday, I ordered the MAJOR LEAGUE TICKET $178! Didn't need a PIN # to order. So, today, I'm having trouble with the installation, so, having forgot about the PIN# issue, I called AT&T today. Wow! After telling the guy, Rob, that I am having issues with install - he cuts me off and says he "is not allowed" to talk to me w/o PIN#! I reminded Rob that I am NOT returning anything - I just need help with the install. He still refused to help without PIN#.

So I've just spent $178 for channels that I can't access and my husband is out of town for our son's bachelor weekend and all I have to show for my money is an emailed receipt - and now this Google review. AT&T doesn't need a PIN# to collect your money but if you have ANY questions for them - get a PIN#. I hate Comcast but at this point, I'd rather have Comcast...

AT&T claims they have "done everything." Customer service is worthless. Today I was switched three times, to three different departments, all asking the same questions I had already answered previously (this was online chat, so that I could keep a record). Each associate with whom I spoke asked me to wait, so they could review the previous conversation, only to ask the same questions repeatedly. I explained the importance of the WIFI connection and the critical nature to no avail. The employees just work there. They don't care. They're only there for the check. I get it.

The only reason I haven't changed services so far is my Mother was adamant about saving the outgoing phone message, from my Father. Today, I found a service to save it. So, AT&T. You're fired. I'm calling tomorrow, as soon as the MP3 of the recording is downloaded. It feels really good to get even with you for putting my family in this situation. I will NEVER, EVER use you again and I intend to tell anyone and everyone about the callous nature your associates have shown to my family. Fortunately, I saved the chat, showing the employees trading me back and forth and one actually telling me that he wouldn't assist and would forward me to the cancellation department. YAY! AT&T! You Win. I've had enough. Good Riddance.

As a specific example, I had called to notify AT&T that I was not going to renew my NFL Sunday ticket, the lady cancelled it for me (so she said). The next month, I was charged it. I called customer service and they stated they would remove the charge and pay the bill, less the Sunday Ticket charge. I did what she said. I was then told my bill was passed due since I didn't pay the full amount (the customer service rep never made the change). I called them again, the guy I spoke to told me that I hadn't called in time and I had to pay the remainder and they would cancel it. This was now 2 months after I had called to cancel it. They claimed the conversation didn't happen. I paid it so my bill wasn't behind.

At the end of my 2 years, my bill increased over $100. I called to see what options I had since I was out of contract. The options the lady gave me didn't even get me near my previous contract price and actually had me downgrade to what she referred to as "middle class"...yes, she said it was "middle class". I didn't take the deal and called back that same day to cancel services and signed on with another company. The customer service rep I spoke with, what I thought was the final time, was very helpful and apologetic. He gave me more options than what the other lady did, but I didn't accept because I had services coming into my home from another company. He made notes in the system that I would be canceling my services. He told me I couldn't cancel mid-cycle, however the bill I would pay then would be the last bill as the bill cycle is one month ahead.

I paid the large bill (280 dollars for substandard internet and tv in 2 rooms). I figured that was the end of it. This was on February 25th, 2019. I get a bill on 3/26/2019 ready for my review that says I owe an additional 170 dollars for TV. I call customer service. The guy is very snarky over the phone and explains that my 2 coordinated services were on 2 separate bill cycles so I still owe 170 for services from February 20th-March 19th. I explain that the prior customer service rep said it would be my final bill. He persists in telling me there is nothing he can do to help me and that while I was given misinformation, that I was still going to be responsible for the bill. I asked that they listen to the call with the rep. He states they can't, they are only for quality assistance purposes.

I explained this was a quality assistance issue, in fact that was the reason I left this service. He laughed multiple times, belittled me, and then cut me off and said if there were no other outstanding concerns I could have a nice day. Literally, no resolution. No apologies. No escalation of the call. This was common customer service in the time I was a customer. I will never have service with AT&T again. Poor customer service reps, they say they will do things and don't follow through, they provide misinformation, many of their calls our outsourced out of the country which provides a more difficult customer experience, their direct tv equipment is antiquated, their internet was slow, and they are dishonest in their billing approach.

ATT demands they receive their equipment within 10 days at your inconvenience or they will start charging $150 for each piece of their faulty equipment. In my case once I informed them that I am not able to drive to a store to return their equipment and that they should use an installation tech or anyone to come pick up their faulty equipment they refuse and threaten its charges. They refuse to pick up and they refuse to schedule a common carrier to pick up their equipment while demanding I do that work for them.

In addition they refuse any refund of money for the many months I paid while having no service. Talking with a supervisor provided nothing but more threats of charges and a runaround for 2 hours on the phone. It was very difficult to get employee contact information from him and I was refused a reference number for the recorded conversation for an hour before getting it.

After requesting contact information for their legal department I received a phone number which referred me to another phone number which sent me to a recording. No call back from them as of yet and it’s a third party company which I assume is their collections ambulance chaser “lawyer” service. Guess what kind of service I will receive from them assuming they do eventually call back? My call to them was placed during business hours on a non holiday weekday. ATT has terrible customer service and will use low ethics third party companies it appears to enforce exorbitant charges for their faulty equipment which they refuse to pick up once you cancel. I do not recommend.

I explained to them that I worked for AT&T as a technician for 15 years and the customer service rep. Told me "Well you should know how it works". I told her, "But that was not fair because how can I expect you to know how to build a cell tower." She did apologize but I found it very rude and she was very short with me. The service - it's not up to par and I think $50 a month for internet is outrageous so I will be shopping around.