Their customer service is absolutely useless, and we have been trying to close an account for over a year with no success.

Does anyone have some e-mail addsress where you can actually
contact these pests? Or a PHONE NUMBER where you can actually GET a HUMAN?

AT&T has done an excellent job of insulating themselves from the customer. No one of consequence to complain to, no place to write to, no way to impact them in any way.

I once tried to suggest, just suggest mind you, that they start carrying a certain high-end phone. There is no one, nor is there any place nor any way to contact anyone remotely involved in the decision of which phone’s AT&T will carry.

AT&T seems to have a culture that says, “We don’t give a rat’s ass about our customers, but we advertise heavily to get people to think that we do.

Add your experience to the list.

Three months ago, I contracted with AT&T for a pay as you go account. Since I do not use a phone much, I wanted $25 worth of minutes. The salesperson encouraged me to get $50 worth, guaranteeing me that the not used minutes would roll over at the end of three months.

I have realized that the expiration date was July 2. On the fourth, I attempted to use my phone to find that the $38 worth of minutes had expired. A phone call enabled me to purchase another $25 worth of three month minutes, but it did not roll the remaining $38 into my account. I was informed that if I had purchased more minutes prior to July 2, it would have preserved my credit balance.

I decided to file a complaint. Prior to involving the FCC and the BBB, I thought I might give AT&T the opportunity to respond. I was unable to find an avenue to file such a complaint. So, I phoned them again and explained my issue. To my surprise, I was told there was no vehicle for submitting a complaint. I requested an address to which I could send snail mail. After quite a time, the representative gave me 5515 Glenridge Connector in Atlanta. The USPS says that they cannot deliver mail to that address. What a surprise.

Does anyone have an address for these people?

By the way, I just received my credit card statement only to fine that the $25 worth of minutes that I have just purchased, cost my $26.75. That means instead of 25 cents per minute, I am paying almost 27 cents. If you, figure in the thirty-eight dollars worth of minutes that they didn’t honor, I am now paying almost 65 cents per minute.

Isn’t that false advertising? And aren’t there consumer laws to protect us?

The managers, almost to a person, have already been “damaged” by having to deal with so many irate people. They don’t want to have to deal with you, the customer, or their subordinates. Thus the subordinate is left to search through a maze of information trying to solve your problem. Often their hands are tied or else the maze will be so difficult to negotiate that they will not be able to find a solution.

But they will likely be the only ones who actually will care about you. AT&T has them hamstrung by forcing them to follow a long list of do’s and don’ts, often leaving them in a “damned if you do and damned if you don’t” situation. Generally though, these new employees will have empathy for you and will do all they can to help you because they haven’t been completely “damaged” yet. I say “new employees”, because it is most unusual for a front line employee to last over 6 months. And the “damage” that happens is from the abuse they take on the majority of calls that come in, and no manager willing to help them out. Anyone forced to deal with that much abuse without help becomes hardened and uncaring.

Actually then, the mean, complaining AT&T customers and then the “damaged” managers who chose to criticize rather than help their subordinates, are the main reasons for the constant turnover at AT&T, leaving you, the customer with no one to talk to but someone fresh off the street, who knows precious little.

Apart from threatening to cancel AT&T service, those front line people are your only hope of solving your problem. Be patient and let them work out a solution.

I want to tell some one there to stick-it, and that if I get one more service change call I’m going to cancel, but When I call the 800 number I just get the same damn India call center that’s the cause of all my frustration in the first place. What absolute cluster frak of company!