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AT&T Corporate Office

AT&T Corporate Office Address

AT&T Inc.
208 South Akard St
Dallas, TX 75202

Contact AT&T

Phone Number: (210) 821-4105
Fax Number: (302) 655-5049
Website: http://www.att.com
Email: Email AT&T

Executives

CEO: Randall L. Stephenson
CFO: John Joseph Stephens
COO: John T. Stankey

AT&T History

The American Telephone and Telegraph Company (AT&T for short) has a long history dating back to Alexander Graham Bell.

In recent history, the company was known as SBC Communications after the government break-up of the original AT&T in 1983.

SBC purchased AT&T in 2005 and took on their brand, logo and marketing for the entire company.

In 2006, the company acquired BellSouth.

In 2008, the AT&T corporate office moved from San Antonio to Dallas.

There have been many recent acquisitions including Cellular One, Centennial Communications, Wayport Inc. and Qualcomm.

AT&T is currently the largest provider of fixed and mobile telephone services in the US.  The company current serves over 100 million mobile customers.

{ 259 comments… read them below or add one }

Skye Borges July 30, 2014 at 1:21 am

I recently decided to go with At&t and went to the website and wanted to order Galaxy Note 3 for my husband and I as a anniversary gift. Well the wrong phones were sent to us! We called and they apoligized and promised we woukd get them the next day and we waited and still no note 3′s. We called again and they said they were in back order and now we will receive in two more additinal days!! A rep sent us to a local att store and said there they woukd give us the phones but was tokd differently and no resolution! ! Called att again and eas transfered 4 times and was on phone for 1 and a half. A rep said she would throw in a Samsung Galaxy Tab at no charge and she processed order but then was tokd I had to pay like 55 dollars??? What is going on? I need some one from corporate to please call or email me on how they can make this right and quickly.

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p. sidran July 28, 2014 at 9:02 pm

Did you see the movie with Bill Murray called “Groundhog Day”….all about the same day over and over. That’s what I’m going thru with uVerse. Got a great offer when I went to the store; better service more options better price. How can you say no? Switched to UVerse after 40+ years with the same number. Worked great….I could call anywhere…the catch..no incoming calls and the inability to use ringmaster on one of the lines (fax and tel on same line..different tel no. for fax to pick up…..not available on UVerse. No incoming call for 3 weeks. Switched to old att on the fax line and then the other line stopped getting calls.. seems that it was disconnected from UVerse. but ATT says not our phone, UVerse says not my phone. Tech here today says UVerse but reps at tel say not possible. So this goes on daily..put on hold when you ask for employee ID then disconnected, call corporate to speak with executive and disconnected.. I could not have written a better comedy except that I am a doctor…maybe yours…and cannot get home calls from family, patients, friends. Yes my cell works but just a limited number of people have that number.
Each time I try to explain to a service tech they connect me with a retention tech and in the past month no less that 27 hours of on hold, explanations by me…getting cut off or being told by a recording after holding 25 min. that the office is closed and to call the next business day….ATT GIVE ME BACK MY OLD PHONE !!!!!

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Nonya July 26, 2014 at 6:42 pm

I spoke to receivable, billing, and tech support and it shows in there system on my account that I had returned the equipment and still my account cannot be adjusted for 20 business day.

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Nonya July 26, 2014 at 6:39 pm

Because my ATT uverse account shows that I owe a past due amount on my account which I do not because I return the equipment, I am unable to get an iphone or ipad with the ATT wireless service. I already have the ATT wireless serivce but want to add to more lines. ATT will not credit my account for the return until 20 business days after I returned the equipment. You call that good customer serivce, RIGHT!!!

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Nonya July 26, 2014 at 6:22 pm

I return equipment after I cancelled my tv service and kept my internet service. I cancalled the TV service because I had automated payment and ATT would debit my account when ever was convenient for them ie. skip a month and double up the next month. So through my frustration I cancelled my tv service. I returned the equipment which was a total of 3 pieces of equipment. They would only credit my account for 1 piece of equipment per billing cycle although I returned all 3 pieces at the same time. so it is taking 24 days or 20 business days to credit my account. However if i dont pay my bill for the remaining service I have they will discontinue my services. ATT is the largest in it industry and should be looked at as the #1 Mob or Gangster

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shauna July 26, 2014 at 12:04 am

I have paid off an outstanding balance to try and get my services back on. I had called previously and asked how much it would cost to get it turned back on was told a certain amount so ok paid that off then talked to someone else they said I had a bill that needed to be paid off from a while back ok something I must have forgot about fine, asked if there was any possible way to make a payment arrangements so I can get my services back on and they told me no!! Come on really I’m willing to pay it but your not willing to work with me then you will send me bills threating to put it on collections so now I can’t have my services on because your company is not willing to work with me and you wonder why you have outstanding acvounts !!!!! If your accounts are not combined then I should be able to have my services on and a payment arrangement made and be told no!!!! This is poor customer service in which I know because I work in customer service and where I work we do what we can to make the customer as happy as they can be. Your associates should read “GIVE THEM THE PICKLE” or “QBQ QUESTION BEHIND THE QUESTION” so they will know how to appropriately appease your customer especially when one is trying to make things right!!!!!!

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carolyn July 25, 2014 at 11:43 pm

purchased ipone 5 1 day later find out i have a defective phone was given a refurbished ipone and charged for new iphone watch out for att&t

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Kathy Masella July 25, 2014 at 8:30 pm

I am absolutely discusted with the service I have received with AT & T. I have a shared plan and my phone is the primary account holder and the person who pays the bills. I was upset with the fact that there is no warning about data overages and then I receive a text message that my account is billed $15.00. Why am I unable to have a say whether I want the extra data? Why do you get the right to automatically bill me without my consent? Next, I am told my bill is 236.00 this month (billing cycle is the 23rd of each month. Today is 7/24 and my bill is 36.00 more than last month? I tried to speak with your customer service rep that could not seem to answer any questions without saying “I don’t know, I have to do some research on that”. Next I got the “supervisor” that kept saying to me that he “could fix that” and then hung up on me. WHAT KIND OF CUSTOMER SERVICE DO YOU HAVE! I am absolutely pleased to say that I have taken the liberty of making sure I have told all my friends via facebook that I will never be an at&t customer again! I will begin shopping other plans as of today. Thanks, you really made my mind up for me.

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Sherry Bourassa July 25, 2014 at 3:33 pm

I purchased a Go Phone on 4/24/14. I have had nothing put problems. The salesman said it was the best. I purchased a Nokia 520. I have lost service for days at a time . Constantly on phone with service being told by forty different people to do all different things. Went to store last month and David helped me very nice man. He new I was angry, Wanted to swap phone out but they wouldn’t let him at the service dept, Went to store July 22.2014. I spoke with Brett store manager. He got service on phone They said because I have purchases a go phone, They needed 115.00 on credit card to fix my phone. This is crazy. They have documentation of every phone call, I NEEDED A PHONE NOT A HEART ATTACK!. I have contacted the States Attorney and FCC to have a complaint logged .Paying for service and not getting it,

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Lex July 25, 2014 at 12:40 am

First, I walked into a local AT&T store in my area and seen my name and number written down on a card and had no idea why. I had not been to the store since the week prior. My information was out in the open for everyone to see, which really pissed me off. Secondly, I stood there for about 15 minutes before someone greeted. Exactly 4 AT&T reps looked at me and not one offered to see how they could help me.

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Collette July 24, 2014 at 4:30 pm

My parents have been with at&t for years. So when I went to up grade my dad service I decided to get a Wi-Fi box. When I asked the rep I don’t want anything I have to install sure you’ll love it. Waited a week it arrives I have to get a phone line installed. Immediately went to post office an returned equipment back the same day. Never used or activated service. When I signed up I signed up for the equipment and a month’s service spent over $200. They immediately refunded me my money. This was February, in April checking my account I have $51.33 missing at&t charge. Called up they never closed the account told me I had to wait 90 days for the account to close. Never activated sent equipment back immediately but they charge me for service I never use. Rep stated she could not refund me my money back to my card I had to wait 30days. A check will be in the mail on 5/26. No check called back owe you have to wait 10business days it will be issued 6/13 no check. Called again speak to superior will be on 6/26 no check called again speak to supervisor I will personally have it on 7/11 no check called on 7/17 speak to supervisor oh I apologize it will be there 7/24 no check. Called today got into it with rep would not let me speak to supervisor. Rep name Cory said he would handle it an that there was no supervisor to talk to. Told me there no corporate number an no supervisor to talk to. He was rude an disrespectful an outrageous had to hang up an call back to speak to another rep who immediately let me speak to a supervisor Karen said she will get to bottom of why I have been waiting four months for a $51.33 refund check. Will see August this been since April. Worst service ever I will never purchase use or recommend there service to anyone EVER

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Evon Banks July 23, 2014 at 8:04 pm

I just spent 3 hours on the phone with AT&T regarding a refund on my account in the amount of $96.90 on an AT&T account number 216-561-2403-386-5. The matter is still not resolved. I recently went to Uverse and this credit balance is on my old AT&T statement.

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Eric July 23, 2014 at 7:03 pm

The WORSE CUSTOMER SERVICE I HAVE EVER RECEIVED, BEYOND DISGUSTED WITH THE EMPLOYEES YOU HAVE WORKING FOR YOUR COMPANY. If i would have know this is the way you guys treat customers i would have never signed a contract with you guys. I’m beyond upset and going to need some one to contact me immediately! I was told one thing when i was signing up and i asked multiple times if i would get charged anything other than the service on my first bill, was told no, now i receive my bill and its higher than what i was told it was going to be, you LIE to your customers to sign up once signed up you want to add FEES UNACCEPTABLE!, and now i get put on hold for 45 minutes by one of your reps because she said nope theres nothing she can do and told me to CANCEL service with your company, REALLY thats the easiest way you deal with your customers?!

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Denise July 22, 2014 at 6:43 pm

I am but one customer to you ATT and have not had the best experience with services you offer. I need someone in management to contact me.

Let’s see how far this goes!!

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Lee Kolenda July 21, 2014 at 10:30 pm

ATTN:
CEO: Randall L. Stephenson
CFO: John Joseph Stephens
COO: John T. Stankey

I am attempting to contact you to once again, inform you of terrible service, and dropped calls. Please allow me to cancel my contract, due to unsatisfactory coverage. I have made this problem known several times to your customer service reps. I signed up for cell coverage and have yet to receive acceptable service. Thank you.

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Airport Transportation Service Inc. July 18, 2014 at 6:13 pm

7/18/2014
I am a current AT&T customer in need of help I went to the Norwalk Connecticut AT&T Store than to customer Care desk I was the only one standing I noticed ( 4 ) ATT&T Sale person taking care of other so I waited and waited by the help desk 20 min has past and I still waited than one sale person finished with his customer and he walked away the other man also was finish right next to me and he walked away to help the next person that walk in. so I said to the man do I need a Number to stand by your customer care desk now its over 25 min . I walk out of the store with my wife never to return to it. Tell me is this the service you need!! .

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Airport Transportation Service Inc. July 18, 2014 at 6:18 pm

This Store is Located at 777 Connecticut Ave ,Norwalk CT 06854.

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Tan Akles July 18, 2014 at 4:16 pm

I have been on the phone a total of 4 hours trying to figure out why I put data block on my phone. I have been a customer a total of 12 years and to be hung up by a manager really puts the icing on the cake. In addition I got billed separately for a international data plan after you have a record of me calling but no record of the customer service rep. telling me she added it. Yet I can’t get my bill corrected. Smh . Your customer service is going downhill fast. Smh.

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Dan Maher July 18, 2014 at 3:27 pm

I have been on hold for over 1 1/2 hour, still no phones, we are a Branded Hotel, we would be out of buisiness if our guest waited 1 1/2 to check in. But, since I could not get any help, I did call and say I wanted new service, wow, they called back with no problem, ready to to TAKE money but not ready to earn it….If we did not have to have them I would NOT…

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Rae July 17, 2014 at 6:40 pm

A short story. Long wait time, problems not resolved on the first call, transferred to many different departments, given inaccurate information, customer service representatives refusing request to speak with supervisors, confirmations not offered, no follow up from AT&T- It took three months to have one service removed from my account. A service that I was not receiving but I had to pay because the first representative failed to submit the order and I was not given a confirmation number. I have been a customer of AT&T for 50 years and have never experienced so many employees that do not know how to perform the job they are hired to do. It used to be Customer Service- now it is Customer Aggravation!

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PAMELA MILTON July 17, 2014 at 2:46 pm

I AM A LONG TIME CUSTOMER OF ATT SINCE BELLSOUTH AND I HAVE BEEN TREATED VERY TERRIBLE BY THE CUSTOMER SERVICE AND THE SUPERVISORS AND I WOULD LIKE SOMEONE TO CONTACT ME AT 305-606-XXXX OR EMAIL ME AT SALVATIOXXXX@BELLSOUTH.NET . THANK YOU.

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Joseph Funnell July 16, 2014 at 3:53 pm

I am a retiree with 32 years of service with the phone company. I worked for Ohio Bell, Ameritech and AT&T. I am a stockholder in AT&T. When my contract ran out with Direct TV I signed a contract with AT&T to have U-Verse Installed as my carrier. I have recommended AT&T to my neighbors who have had U-Verse installed on my street. I signed up with U-Verse a month ago and still have yet to have my U-Verse service installed. I have made 3 calls to Customer Service and spent hours on the phone trying to get some answers. We were told that the Engineer for this area did not put in enough circuits so we are unable to be hooked up. I could not even get any kind of a date as to when this facilities issue would be fixed. Evidently the Engineer is in no hurry to do his job so we can be hooked up. We were also told we could cancel this order and find another carrier since no one seems to be able to tell us when and if we will get U-Verse service. Since we have had no TV service for two weeks now we will have to make some kind of decision soon. As a stockholder I can’t believe that AT&T would want their business to go elsewhere!!! All I am asking is for a timeframe as to when something will be done. Calling Customer Service is useless as they cannot get the answer from anyone in the Engineering Department. If someone would like to contact me in regards to help expedite this situation I would be very grateful.

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Mark July 16, 2014 at 12:46 pm

I just want to know why I still keep getting junk letters and emails after I clearly said I do not want their service and take me off all their email and mailing lists. I don’t know what part of that they don’t understand. Maybe the Better Business Bureau can do something.

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Kathy Smith July 15, 2014 at 4:10 pm

Would it be deemed a breach of contract when your agency selects a date for a service and that date no service is established, or a later date is selected that is for the convenience of your company not taking in concern the impact that it may have on your cliental?, Seriously I spent hours on the phone and one person after another hung up, or left me on hold. I make 35 dollars and hour. Will you reimburse me for the 6 hours I was on the phone with AT&T, with nothing accomplished?, I don’t even have your service yet and am ready to scream at the top of my lungs how unprofessional this is, if I had time to acquire the capital to give you some competition I would. It would amaze you I am sure of every one that would jump ship considering your customer service reputation. it is amazing how easy they lie to just get you off the phone, for real, Yes I am putting this out about AT&T, I think I will start a Face Book Page or A Twitter, I want to know how many people you have had place there world on hold believing AT&T would actually provide service as promised. I’d get sued if I breached my contract, and a verbal contract is that, perhaps a class action suit is in order, Ideal!

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Tai July 15, 2014 at 2:50 pm

Acct was suppose to be corrected 5-14 from rep Constance error on 3-26. No resolution. Calls to customer service aee 3-4hrs with no correction. I am told contantly that my bill will be corrected but it is not. Please assist.

7707367019

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Amy July 14, 2014 at 11:04 pm

U-verse Issue

I do not have the time to answer a survey that does not even come close to being applicable to my experience with AT&T especially after spending approximately 6 hours of time with 17 different people and 3 web support/chat sessions. Let me sum it up for you much more quickly because I type 100 wpm…….. AT&T – Awful Technical Techies……………..

I requested a technician to get a supervisor on the line which was person number 13 out of 17 on the list I had dealt with, was going to charge me for services even after I told her I had been passed from one person to the next and the entire ordeal as well as how long I had been dealing with the matter. She started talking having nothing to do with resolution so I finally hung up. Is it really worth making that $50 bucks or $15 bucks to lose a customer who has used AT&T for years and now U-verse too? One phone bill alone when I was out of the country in 2012 for work was $2500 dollars. I pay for the phone alone and always have $120-150 per month which is ridiculous especially when I am lucky to get two bars. When I travel internationally for work, the cost is usually in the 4-digit range. I can add up the amount even reaching back to the when you guys were Bell South. The supervisors and clerks need to use some common sense. If your parameters are so tight that you can’t say, “Hey, we are going to lose this customer, if we charge her”, then something needs to be done.” Whoever set these parameters I would like to stick my cowgirl boot so far up their butt that they would be tasting leather. I have documented everything. I was passed around like a hot potato. The only good potatoes in the entire bunch were Ilene (U-Verse department) and Jackie (not certain the department). One guy told me well, we are in a different department so we have to charge. My response was no, I will not accept a charge after all the hassles and time I have wasted. He again repeated the reason. I finally said, I don’t give a crap what department you are in. All these departments I am being passed around to fall under the umbrella of AT&T do they not and I hung up. I hung up on the supervisor too. Can people not rationalize anymore? $50 bucks or lose a customer who has been totally harassed by being passed back and forth between the same multiple times departments. Not only do you collect money for support, you guys pass the buck too. Yep, that’s right….I can’t solve the issue so let me pass the buck to another department. It was like playing volleyball except AT&T nor myself won. You guys use SAP don’t you? It is on real time and everything pulls from the same database. Anyone should be able to look at the events that occurred with this AT&T helpless desk journey and say hey, don’t even think about charging her.

Geez, any technical magazine, CIO, CEO or even Forbes would publish this story. And if I get really lucky, the Wall Street Journal would take it on.

In the end, I fixed the problem myself. It took time, but I got myself back online.

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Manny July 14, 2014 at 1:52 am

3rd Class Service & Customer Service .
this company is too big, don’t care about customer service , they lie , I got u verse installed on june 24 for voice but I haven’t received my service till today ( June 13) ,
3rd class customer service making hoops and hoops , no body knows what to say
just lie.
very very, very disappointed, WITHOUT Getting a Service I got $251 dollars bill , Manger are rude , and hang number of times,
if anybody serious abt this issue I will give proofs how long I been on line(on hold) on different times . but FAIL , everybody blaming others . all BS
Computer over voice is biggest concerns .

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mary lunt July 13, 2014 at 8:43 pm

7/1/2014
I called the Executive office on June 16, 2014. My case number is CM20140616-89756552. The person on my case Stephanie Wilson. She called my husbands phone number and he gave me hers. I called her and she had many issues going on in her personal life. She told me she would get back with me and i have only spoke with her one other time. I just want to solve my problem.
I feel that Att could care more for there customers. I have been a customer since 1998.
I feel in January I was treated unfairly at the ATT store. There is something going on at that store. The person that helped me had stalker there that was bothering her. That shouldn’t of been going on. As a customer I was victim in this store and lied to by this employee. I even called the store in the 14 days and said that i had just paid for the phone and never got know contract on buying phone. I just want to get a different person to help me that cares and listen to me. I have spoke with the Executive office twice yesterday and they could only email Stephanie Wilson or let me leave a voice mail message. I just thought maybe I could bring this to your attention. I hope someone will call me

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Geof July 11, 2014 at 6:15 pm

This company is to big. The ceo Randall Stephenson is so well insulated that even though they list his phone number it doesn’t connect and disconnects all phone calls to that office. It even says you can call his Secretary and you can’t. My son has not been able to get service repaired for over a month. One excuse after another. They are verbally abusive and when they can’t resovle a problem they disconnect you. Service has not been working for about a month, he is the only one in his apartment complex that does not have service. They say the problem is outside. They now say he is top priority however they can’t send someone until Monday. (Top priority?). They will not let you talk and speak and when you do they speak over you. This company is pathetic, customer service is the worst. I will find another company.

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Chris July 11, 2014 at 12:01 pm

HAVE CALLED AT&T 7 TIMES!! THEY LIE OR HANG UP ON ME EVERY TIME I CALL TO HAVE MY SERVICES CORRECTED!! Why isn’t the FTC doing anything to ensure fair competition instead of subjected us to a monopolistic situation??

May 27, 2014:
I called AT&T to request phone service as I already have internet. I specifically requested a traditional landline, not VOIP. “Toya” told me that this was no problem at all. She did tell me the VOIP would save me money but I insisted on the traditional landline. she quoted me a $99 tech instal fee and a $49 connection fee. Well, what choices do I have?? Not like the FTC is ensuring fair competition–the ONLY other “phone” provider is TWC and they only offer VOIP AND WANTED TO DRILL HOLES IN THE BRICK OF MY HOME TO INSTALL CABLES THAT WOULD RUN DOWN THE OUTSIDE OF MY HOUSE. Again, thanks FTC for ensuring consumer choices. “Toya” also stated that the landline would cost $39/month, or $5 less I could do VOIP–I chose the landline. Also, said I wanted to keep my number that is with MajicJack–any problems with AT&T porting the number? “Absolutely not”. Set up the appointment–total call took 45 minutes. 45 minutes to set up phone services–glad I get a lunch hour! Techician came out and set up VOIP–UVERSE!
MAY 30, 2014:
Called the actual technician that installed it and he said all he could tell me was the UVERSE was on the order form. 15 Minutes on the phone
Called AT&T customer service “Michael” to inquire why they ordered UVERSE and why didn’t they port my number? Told me that UVERSE was ordered–NOT!! Told them of my conversation with “Toya” who stated a landline was no problem. The guy I was speaking with said they can’t do landlines anymore and I have to use UVERSE so I asked him how come “Toya” is not aware of AT&T incapabilities–no response. Told me he would have my number ported – 35 minutes on the phone
JUNE 11, 2014:
Still number not ported over. Called AT&T, “Angelina” told that “port had a problem” but will be completed by 8:00 am on June 12. — 45 minutes on the phone.
JUNE 26, 2014:
Still number not ported over. Called AT&T, and “Mike” said he would submit my ticket and have someone call me withing 2 business days. Rejected offer to wait another 2 days for someone to call so he said he would transfer me to a technician. Spent 35 minutes on the phone with “Mike”. Transferred me and someone told me there was a problem with the port then then I was disconnected. 10 minutes: Total time 45 minutes.
JULY 11, 2014:
Called AT&T switchboard, 210-821-4105, said I wanted to speak with someone that could actually help me and do what they say they are going to do and was told I would be transferred to a manager–was transferred to Billing. The woman that answered said she could “try” to help and I stated I was done speaking with those that could only “try” and insisted on speaking with a manager. She said she would transfer me but instead disconnected me.
Called AT&T switchboard again and was told they would transfer me to a manager–was disconnected.
Called AT&T switchboard again and got a recording stating all agents were busy and someone would be with me shortly–instead disconnected.
Called AT&T switchboard again and got a recording stating all agents were busy and someone would be with me shortly–instead disconnected.

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Edward W. Norwood July 11, 2014 at 8:33 am

I am a current AT&T customer in need of immediate assistance. My family has enjoyed the Uverse services for a number of years and despite our decision to sell our home, we wanted to continue the services in the next house as well. As a result, I contacted a customer service representative to assist with the transition. I explained that we were selling our home and building another that would not be ready for a few months. The representative explained that there was no problem retaining the equipment since it was only a few months and clearly understood what I requested. I received a confirmation letter explaining that I would be charged $5.00 a month until the services were restored.
No long after, I received an email instructing me to return all of the equipment. I called customer service and explained the situation. I was pleased when I was told not to worry; however, I received another notice, called customer service and the situation worsened. I tried to explain that the equipment was locked in a storage POD in a location unknown to me. Unfortunately, the representative did not understand that I was in no way trying to steal the equipment, or “get over”. I was obviously misinformed by the other representative and asked to speak to a manager. Again, the situation got worse when the representative told me that it was too bad, that I needed to pay for the equipment and then hung up in my face. After calling back, I spoke with a manager (Alice) who apologized, assured me that the employee would be taken care of and the situation was now in her hands to resolve. She was very reassuring that everything would work out.
After receiving the next notice to return the equipment, I called back only to discover that the customer service representative had no idea about a manger named “Alice”; however, she was extremely courteous and stated that the issue would be “escalated” and I would be contacted by a representative to discuss the matter further.

Recently, I opened the mail and received a bill charging $150.00 per unit. Here is what concerns me (1) I am not trying to get over, or cheat AT&T, (2) I enjoy the service and want to keep AT&T as my cable, internet and phone service, (3) the equipment is stored in a POD, (4) the house will be ready at the end of the month, and (5) all I’m asking for is a little time to set up new service.

With so many others services to choose from, I am trying to remain a customer, but this is very concerning that I cannot make it past a customer service representative that cannot assist me in this matter.

I’ve tried everything that I know to do, but I don’t feel like the organization is doing the same. After posting this same information to the AT&T Facebook page, I was contacted by an AT&T Social Media Manager who stated, “…I am really sorry to hear that you were misinformed. This is an unusual situation so I will have to investigate this and see what our options are.” Even after explaining the situation yet again, the manager provided the following:

“Thank you for the information and I am really sorry that we have not come up with a solution. Here is what I know to this point and have a suggestion on how to handle this. Your account has been cancelled and if equipment is not returned within 90 days you will be charged and the charges cannot be reversed. There is no way for me to stop this since this is done automatically by our system. So my solution is to have you return all the equipment that you do have. We do no need any of the wires or remotes. We just need receivers and modem.”

I honestly thought that my request was very easy to understand; however, a portion of my last reply to this manageris can been seen below:

“I cannot tell you how disappointed I am that logical human beings can do nothing to change “the system” that they have created. Despite the apologies and the acknowledgment that I was “misinformed” by an AT&T CSR, I hear a solution that follows basic protocol for an “unusual situation” (your words). Since this is so unusual, has there been anyone in senior leadership aware of the situation? If there is nothing you can do about “the system” I’d ask that you put me in contact with someone who can; I’d like to speak to someone in leadership who can make a decision beyond the system.”

In addition, I’ve asked for the following:

“Since this is so unusual, has there been anyone in senior leadership aware of the situation? If there is nothing you can do about “the system” I’d ask that you put me in contact with someone who can; I’d like to speak to someone in leadership who can make a decision beyond the system.

You have helped me with the decision to discontinue services completely, so I’d like to ask you to use the system and remove any/all future marketing correspondence. I see that you are a manager of Customer Care; please let me know if you can take care of these two items:

1. Use the system to remove any/all future marketing correspondence.
2. Provide the name, position and direct contact information of someone in senior leadership.
3. If 90 days is the deadline, please provide that exact date.
4. Since I NEVER cancelled any of the services, please tell me the date you’ve chosen to serve as the starting point of the 90 day calculation.

Please let me know what you are able to take customer care of and thank you for your time.

E. Norwood

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tony bixler July 10, 2014 at 10:40 am

Randall, hope all is going perfect for you. Glad your buying Directtv. Its as close to a Union company as I could get and I’m a loyal customer. Other than TV I have all AT&T products. I’m up 38 miles from Crater Lake but I will never from AT&T. Please say hi to Bill Blasé for me.

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