Moved in August from North CA to South CA, they didn't disconnect original line as requested, kept billing it for 2 months and won't apply more than $50 (from more than $120 paid) to the new line.
Service terrible, spoke with more than 4 people every time I called; Line quality was also very bad, ended up disconnecting landline.

Attention At&t: Date: 10/07/2010
Referal number: 85472270
My name is Crystal Nicole Anguiano my social security number is 618-07-1608. Back in 2006 i did have a phone on under my name but i Did turn it off because i moved to Sacramento California in June of 2006. I found out later on my mother used my S.S number to turn the phone back on under my sisters name Kristie Anguiano. Aslo recently found out from At&t that ther are 2 other phone lines open under my social security number in 2008 or 2009 and 2010 for the amount of $434.39. I refuse to pay these phone bills because i did not turn these phones on and i would like them to be turned off. I notified At&t I had to send proof of address that i was living in Sacramento my Califorina, Identificaton card, and also my S.S card. they said they would turn the phone and apologized to me for their mistake also gave me information for Fraud. All this information At&t will have. I did call and and put a fruad alert on my social securtiy. I really would appreciate it if this matter be disputed. Thank you for your time.


Sincerly,
Crystal Nguiano

12 transfers, 2 'disconnects' where I had to dial back in, and 10 different answers later...I have been receiving a bill from ATT that has moved to collections. However, 5 departments at AT&T show that I have no outstanding balance. The DSL department claims they have no record of a tech picking up equipment but they DO have proof that that tech hooked up my old equipment. I have been double billed by ATT for months. 2 departments stated they couldn't find my phone number (of 12 years) in their system. 1 rep said she found the phone number and told me how much the person that owns that # NOW owes (still not resolving my issue). The residential billing department stated that DSL could zero out my acct since I was paid in full...but in talking w Ms. Mann - she ran me around so many circles I am out of breath. At the end of over TWO HOURS of NO service...I was told that the ONLY resolution is to WRITE A LETTER and hope that someone reads it. I was told if I wanted to talk to Ms Mann's manager Ivy McAllister, or HER manager Lena Barton that I had to hang up and call back and ask for them. OF COURSE when I did that I was told they were unavailable to take my call. In the meantime, I was sent to collections on A BILL THAT I DO NOT OWE and I cannot do anything about it. I am frustrated, discouraged, and seriously disgusted at the lack of service, and the lack of response and help from the no-service agents.

Seriously I'd stay away from AT&T. I had a iPhone 4 and I traded for a Samsung Captivate. The captivate was bricked by AT&T's OTA update and they refused to replace the phone. After countless calls and being refused a replacement since "I'm not the original owner of the phone", 2 days later I call and explain the entire story, they offer to waive half of the $125 insurance claim fee. Please stay away from these guys. They don't take blame for what they do and they just end up making you pay in the end.

I have never been on the phone with AT&T for less than an hour. Here are my problems with AT&T living in Florida and in California. The same problems still exist, and I can't find the right better business bureau to report them to: 1.) DAVIS CALIFORNIA PROBLEMS: When I first signed up (2006-2009 ), I had cell phone, internet & home phone on the same bill. That was a nightmare. If I called about one, they said I called the wrong AT&T & would give me another number to call. It was never clear which one to call for my problem. I would LITERALLY be on the phone for at least an hour each time I called. During that initial set up phase, I spent FOUR (literally FOUR) hours on the phone with tech support. They kept teling me that if they sent a tech guy out to my apt and it was a problem with m y computer and not with their line, they would charge me $100 for the visit. Each person they transferred me to woudl do the same exact troubleshooting steps and would insist that I do them before they helped me further. After four hours on the phone I had to wait for the tech support guy who was scheduled to show up within a 4 or 5 hour time window. When the tech support guy arrived, he told me that they had given me the wrong log in information.
2.) STILL DAVIS CALIFORNIA, 2010: This past December (2009) I called to cancel my DSL because they wanted to charge me $100 for a new DSL modem, even though I had been a customer for 3 years. They convinced me to stay for a cheapr rate plus free modem, but I was incorrectly billed the $100 for the modem anyway! I called back 4 months in a row (Jan 2010, feb 2010, March 2010, april 2010) and each time the customer service agent assured me that it had been taken off my bill. Seriously? These calls were more in the 30-40 minute range, admittedly under the one hour or more that I am used to.
3.) JACKSONVILLE, FLORIDA, Then I moved to Florida. Oh yay, I get to set up new service again. I got DSL only (no home phone, no cell phone) because comcast is 3 times the price of AT&T. I might just go that route now. For the first 2 weeks, the service was so slow (slower than dial up) that I could not use it. I called to cancel it and switch to comcast, and they convinced me that the speed I subscribed to should not be that slow, so I agreed to talk to tech support. TWO HOURS later I asked if he could call me back because I needed to get to the post office before it closed. He finally did call me back and wanted to trouble shot more. I said no and asked for the tech guy to come by instead. The guy came 2 days later and fixed the problem, so finally I have usable service. BUT that's not all. When I signed up they wanted to charge me for a modem. I said I didn't want the modem because I had an new AT&T modem. THe guy said that due to an error in teh system it would not let me sign up for this plan without purchasing the modem but that I could return it to them for a full refund. I did this but had to pay the $10 shipping at UPS to do so.
4.) JACKSONVILLE, FLORIDA, I called back today to see why the charge for the modem was still on my account. [First of all the billing phone number is not on the bill, so last week I used the online form to send an email. No one replied, so I called back today.] That's when I spent over an hour on the phone. The first number I called had an annoying automated voice menu that finally sent me to "Internet billing." I was automatically transferred to a recording that said the office would be closed for labor day and "goodbye" it hung up on me. Then I tried the online chat. I went through the menus, selected DSL billing help, then chat. The guy on the chat line said he/she could not help me & I had to call billing. The billing number was a different toll free number, so I called it. After waiting online through a few more prompts, the lady who answered and took all my info said she couldn't help me and transferred me again. I went through another series of menues and finally got a "customer retention" person. This lady took all my info again, listened to my story AGAIN, told me I would be refunded for the modem but would NOT be refunded for the 2 weeks that the DSL didn't work because I had "usage" recorded on the account. This is when I was trying to use it but it didn't work. Keep in mind that this is a matter of a $10 refund, and I PAID another $10 for their mistake when I had to send the modem back through UPS. Then when she asked what I wanted besides the refund for hte modem, we were disconnected. She was audibly irritated with me (I swear I was trying to be patient and tried to be as nice as possible under the circumstances. . .I don't blame her, I blame AT&T). Either way I am pretty sure that she intentionally hung up on me. What can we do about this? In my experience the different billing departments keep passing the buck. Spending hours on the phone with customer service is ridiculous.