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AT&T Complaint - Stunningly terrible customer service from AT&T wireless
AT&T Complaint

AT&T Complaint


Stunningly terrible customer service from AT&T wireless

On November 6th I canceled my AT&T wireless account due poor service and high cost. I expected a final bill for 4 days service Nov 2 the billing month start date to Nov 5th plus a $275 early termination fee (Didn't like it but accepted it). I got a bill for $719.21!!! I called At&T to discuss and resolve $349 in international charges. The first agent took ages trying to review things then transferred me to a supervisor (Ben), who promptly said the charges were valid. I explained I was informing AT&T or fraud on my line, that it was canceled anyway and he repeatedly said the charges were valid%u2026then transferred me to another person (Jason), who with an even more uncaring unhelpful tone in voice said he was sorry I could not remember making those calls to the Dominican Republic and Cuba (!!??)%u2026I stayed calm, requested, even pleaded for better customer service & that my line must have been hacked or hijacked. Then Jason said yes I can see notes here that fraud department determined your line was hijacked Dec 3 and adjustments were made to you account but the current charges are still valid and you have to pay them. But I did not make the calls and my line was cancelled!! He placed me on hold again but actually disconnected me. By now I had been on the phone 45 minutes and had the impression as a canceled account that I was begin stalled and sidelined and efforts were begin made to put me off so I would cave and just pay the bill. I called back%u2026in phone queue 10 minutes, a new operator, briefly explained. She was kind and helpful. In 4 minutes she had credited back the international call charges. I tried to request an explanation of the remaining charges apart form the early term fee which amounted to $113 mostly in taxes and fees for 4 days of service prior to me canceling the line!? Seemed excessive! But again the hone call "collapsed", I was place on hold, she came back a couple of times, seemed to be unable to answer my questions (or was stalling me again) and then I was disconnected - again! Really horrible experience and left a bad taste in my mouth. Knowing that times change and a company you previously left might offer better rates and service in the future, I was intending to burn no bridges. But now I will make super human efforts to never in my lifetime associate with At&T again%u2026grrrr...

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jason05 says: (4 years ago)
I purchased the iPhone 5 when it came out in September 2012. I had several issues with phone outside of normal dropped calls and such. I had gone to local Apple store, they ran diagnostics and told me phone was faulty and needed to be replaced. I went back to Best Buy (where I purchased) and they replaced phone with exact same device. For some reason, I received a $40 activation charge on my next ATT bill. When I called to question this and after an hour of discussion, they removed the fee. However, what ATT doesn't tell you (or me in this case), is that it's still considered "an upgrade" and for that reason, I am NOT eligible for an upgrade. Even though, the original phone I purchased was faulty and it was replaced. I've been with AT&T for 14 years now and they are not even willing to meet me half way. To even consider that this might be a glitch or human error along the way. All each of the CSR's has offered was for me to pay the additional $250 for an early upgrade.

AT&T will lose my business because of this, but AT&T will go forward without thought of loss because that is who AT&T and it's representatives are. Revenue and expansion. False advertising and contracts. That is what AT&T and it's representatives care about.

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