Be very careful when accepting sales pitches from AT&T customer/internet service representatives in respect to their methodology when giving you dollar credits to compensate you for upgrading your services.

In my case, the AT&T Internet service representative made his pitch wanting me to upgrade from FastAccess Ultra Service to FastAccess DSL Extreme. I declined as I told him I had no interest in paying the higher price for the DSL Extreme option. He stated that he would waive the fee I was being charged for my 'Listing-Not in Directory or DA' service if I upgraded. He confirmed this waiver would be permanent.

Two months later, per my phone bill, I found multiple discrepancies in services and charges that showed his above claim to be false. Not only did he, without my requesting it, remove the 'Listing-Not in Directory or DA' from my list of services, I was charged full price for DSL Extreme with no credit waiver.

Upon speaking with two AT&T customer service representatives about the above, I was told that the AT&T representative who offered the permanent waiver:-

(1) did not document his offer,

(2) removed, without my permission, my 'Listing-Not in Directory or DA resulting in my paying full price, with no credit, for DSL Extreme, and

(3) was not supposed to be waving such services on any permanent basis.

To rectify this I had to call two separate departments:-

=> their Plans and Services department to correct the dollar discrepancies, then

=> their Internet Service department to return my Internet service option back to what it was two months ago.

The resolution process took 1 hour and 20 minutes, most of it due to AT&Ts hold times.

I've been using ATT bundled local and long distance for over two years at a fixed monthly rate. I work from home so I use the phone A LOT. Well ATT got bought and became the NEW ATT.

Long story short they killed my bundle charged me 10 cents minute for long distance AND sent me a local bill too boot. So my usual $85/month turned into a $200 long distance bill plus an $80 local bill.

Even though I did not ask to change anything and everything done to me was arbitrary they are sticking to their guns and saying I must pay. I've spent 3 hours total on the phone now.

Even though they admit I had no choice and my plan was arbitrarily switch their policy is that the charges remain in place. They will not credit me.

So goodbye NEW AT&T.

I will not answer any questions from a company, in this USA, that asks if I will PRESS 1 FOR ENGLISH. This country speaks English, and if another people come here, they must speak it too. Don't call me anymore. If I get fed up with this company, att, then I will cancel; til then, I will use it cause I have to, but I will not talk to any company rep.

I was to have a supervisor call me in 2 days it is now 5 and no one has called.

ATT--Inept or Non-Existent ability or willingness to Communicate between Departments; and with Customers.

Sept., 2007- I ordered a transfer of home & Internet services. During that call, the CS rep. told me about and sold me on ATT cellular service.
BASED ON ATT being able to meet CERTAIN & SPECIFIC CONDITIONS..., I accepted the offer:
*It would cost me $35.00 up front, but
*I would receive a $50.00 credit card for my use,
as I wish.
*I got the colour of my choice. I chose blue.
*It would be shipped in 2-3 business days.
***Most Importantly, the billing for the cell phone would be added to my monthly billing for my home phone and Internet, on autopay...

Subsequently, I called to delay the transfer date...
During that conversation, I verified that the cell phone order and that the phone would be sent.

WHAT ACTUALLY HAPPENED?
*The transfer was delayed, BUT my home service was SHUT OFF;
***Unbeknownst to me, the cell phone order was terminated.
(I CALLED REPEATEDLY, over the following 3-4 WEEKS, to find out why I hadn't received my phone.
All CS resps assured me--Yes, you're getting your phone. It'll be there in 2-3 business days.)

Within a week, after the original order & delayed transfer---I called to have services transferred; verified that my cell phone was still ordered and on its way...I HAD NOT RECEIVED IT YET, in the 2-3 business days, as promised.
*I had no phone & Internet in the old apt., AND NO SERVICE in my new apartment. A week 1/2 later, ATT finally figured out what the problem was... The service connection was shut off at the street.
*The Internet service COULDN'T BE TURNED ON for another week or two.
*I was still without a cell phone.
OCT. 23, '07, I called ATT AGAIN!
I Found Out...The CELL PHONE ORDER WAS TERMINATED BACK IN SEPT. WHEN THE TRANSFER OF MY OTHER SERVICES WERE DELAYED.
** The CS person "never heard of" what ATT had previously offered me;
** THE COST WAS $50.00, up front, with a
$50.00 rebate...;
** There were no more blue phones;
AND
****THE NUMBER I WAS ASSIGNED, and gave to everyone, was NO LONGER AVAILABLE!
TO DATE:

I'VE BEEN CALLED A LIAR, (for all intents and purposes)--The CS I've talked with have declared, they NEVER HEARD OF A $50.00 rebate;
That if ATT had offered me anything, that offer
would be on the order. They said, that there's no
such record, therefore, I wasn't offered any such
thing.
(Isn't that pretty akin to calling me a liar?)

ATT DID NOT COMBINE THE BILLING, so I've believed the bill was being paid on auto bill pay..., It wasn't!
I DIDN'T FIND THAT OUT, until I was calling the CS rep back, who was supposed to CALL ME BACK, BUT DIDN'T...In Dec., when the account was set for shut off.
UNDER THE CIRCUMSTANCES, WOULD YOU COMMIT ANY ADDITIONAL $$ TO ATT, BEFORE YOU GOT ALL OTHER MATTERS STRAIGHTENED?

The service has been shut off.
They're still charnging me mo'ly.
When I called in yesterday to discuss the matter...
I was told that any problems which occurred
prior to my CURRENT account...esentially...
Did not exist, and would not be addressed.
I asked the rep, "So, what you're telling me, is that because you don't have a record of it, (you act like) it never happened?"
He was genuinely professional. I can't complain about that. BUT,
HOW INSANE IS IT THAT A BUSINESS TELLS ITS CUSTOMERS that THOUGH THE COMPANY CAUSED THE PROBLEMS,
THE PROBLEMS DON'T EXIST
UNLESS THEY SAY THEY EXIST!
and that they don't then have to fix them!
According to ATT, reality is whatever they want it to be, and the customer, you, me...We've got to pay the price, do without, take the losses!
From What I've Been Able to Gather:
#ATT has SERIOUS COMMUNICATION PROBLEMS, between each of its entities, Home, Internet, Cellular.
##Either the ability to communicate is in TOTAL CHAOS or it IT IS NON-EXISTENT!
skt