I ordered my AT&T internet service via White Fence which is associated with AT&T. I even received a phone call to confirm my order few days before the installation day.
On the installation day, I found out my order was canceled by AT&T for some reason.
I called AT&T to find out the problem. they told me my order NEVER come through via White Fence.

So, I have to re-order/schedule for the service. later that day, i had Qs about my new account and customer REP told me that they dont have my new order!!

First REP transferred my call to a different dept to get more details on my issue but nobody could find out the issue. I needed to call them back the following day since their business hour was over due to a LONG holding time on the phone. it took nearly few hours to deal with this issue this day.

The next day, i requested to talk to a supervisor to start with and she put me on hold for nearly a hour but said she couldn't still reach him/her. THEN seems like she didn't know what she was doing and kept saying "i'm just following an instruction" everytime I asked her something. she even asked my name and address twice in 5min!! In the middle of our conversation, she said "oh sorry someone was talking to me at the same time" and the person turned out to be her supervisor, William Brown ID# WB4941!! YET he refused to take my call..

Yes, she was lying in the first place she couldnt get hold on the supervisor. THEN she was like a robot and told me what exactly her supervisor told her to say to get rid of me!! now i feel like the 1hr of waiting on supervisor was just something what they do to a customer to get rid of her/him!!

Well, when I pointed out that she was on the other line with her supervisor and he finally took my phone!

He told me that their system was down that's why no one couldnt get into my account. but he told me to do his best taking care of my issue. EVEN told me to install my service that day! he promised to call me back when the system was up.

Few hours later, his assistant called me and told me that they finally could verified my account and already installed the internet service at the same time! When i got back home, I found out the internet was NOT yet installed but STILL needed to wait another week!!
then I came back to the first place to explain everything from scratch to a new REP. I requested to talk to Supervisor BROWN and she told me that it's impossible to talk to the same person since AT&T customer center is located everywhere in nation (maybe worldwide) THOUGH i had his name and ID #...
again, i felt being cheated.. he gave me his name and ID# because it won't do anything since I can't track him down by his name or ID#!!

Well, what I found about AT&T customer service through my issue;
1. you need to wait at least 15min to reach an actual REP
2. the REP transfers to other dept to deal with issues
3. Again it takes another 15-20.. sometimes 30min to reach to other party.
4. you have to explain your issue once again and get the exact answer you already have
5. if you request a supervisor, they put on hold like 1hr but yet supervisor wont' take a call. OR REP will transfer to a different dept to get away from you
6. if you're lucky to talk to the supervisor, he would tell you all kind of ways to apology your issue. but it turned out he is JUST saying and doesn't mean to.. even he promise to take care of your issue, it wont' happen!
7. when you want to file your complain via AT&T website, there is NO way to find their email add or any contact # where you can a file complain.
8. if you call them back again, you will start the same process as above again!

I NEVER had any problem with AT&T until this time and NEVER had any issues with a customer case like this!!

I was at an att store in august to return one cell phone that i accidently bought. Only wanted one. A salesman talked to me about Dish tv and said he would give it to me since i had everything else with att. i came back the next day and signed up for 200 chanels free for 12 months and Starz and Hbo for free for 3 months. That was back in august 2008 and i have been charged every month and some two times a month. i also bought a phone from att with installments of $14.99 each mo., I was charges $75.00 on one bill pluse $14.99. I paid all of that and then they subtracted one month paid and said i only paid 3 months and added a convenience fee to pay. i turned it over to TN Regulatory Commission and I find out they can't do anything and don't want to do anything about the problem. I ask for the name of the commission or what ever would be over ATT and have not got an answer. They told me to lay low and hope for the best. Do you know who i can contact for a problem with ATT?

I decided to bundle with AT&T. First customer service person kept me on the phone for an hour. She must have been new because she kept putting me on hold. Then I spoke to someone who said she was a supervisor and I had to repeat all the information I had given to the lst person over. I wanted to keep my home phone number as it had been an AT&T number before and she said they could not transport that # but told me there would be a recording saying "the number had been changed & the new # was ..." I called each day to hear the recording & there was nothing giving my new number. I called 4 more days and was told the same thing that "the recording would be on there by midnight that day". Didn't happen!! I spoke to another customer service rep who told me on the 5th day that they couldn't do that because that # belonged to Comcast. I am looking for a job and that phone # was on my resumes so if anyone called me I was out of luck!! Then I called to check the status of my rewards as I had bundled and changed from Concast my home phone, DSL and cell phone. They had no record and told me I would have to go on line & print a form and fill it out along with a bill from Comcast. None of the other reps had said one word about me having to do any of this. I asked for a phone # to speak to someone and the 1st girl gave me a phone # which when I diealed it the recording said it couldn't be reached from my area; I called back and the 2nd person gave me a # that I reached a fax machine!!
It is very obvious to me that no one is properly trained no matter who you talk to. I deeply regret now that I changed. I cannot believe that AT&T has such lousy customer service and I would like for someone to contact me ASAP

AT&T is a complete ripoff. When someone from my family wanted to add a line to their account, AT&T wanted to charge an additional $750.00 security deposit. This is the SECOND $750.00 for a total of $1, 500.00 they are holding to fatten their pockets even further. $750.00 was paid to them to get his original phone. He will get this back (or should I say, I will get this back) in 1 year, but as a recent college grad and new to the workforce this young man did not have the resources to meet their outrageous requirements. The original account was/is in good standing and debited each month from his account and is paid up to date. Not only am I posting here, but I'm also contacting the Better Business Bureau. I can understand the deposit on the first phone, but the second security deposit is just plain robbery.

AT&T is a complete ripoff. When someone from my family wanted to add a line to their account, AT&T wanted to charge an additional $750.00 security deposit. This is the SECOND $750.00 for a total of $1, 500.00 they are holding to fatten their pockets even further. $750.00 was paid to them to get his original phone. He will get this back (or should I say, I will get this back) in 1 year, but as a recent college grad and new to the workforce this young man did not have the resources to meet their outrageous requirements. The original account was/is in good standing and debited each month from his account and is paid up to date. Not only am I posting here, but I'm also contacting the Better Business Bureau. I can understand the deposit on the first phone, but the second security deposit is just plain robbery.