To start with, AT&T enrolled my account in Automatic Bill Pay. There was a period 2 months ago where it wasn't able to process the payment; it never alerted anyone about it and this process also managed to disable our online account access. We had no way of seeing how much we owed for 3 months until the service finally got shut off yesterday. I called to talk to someone and was passed around between 9 reps before someone finally figured out that we didn't have a land line phone number to associate with the DSL account- therefor no one knew how to pull up our account.

Once we got that pulled up, we were asked to make logins on 3 different AT&T websites where we were told we could view our billing information online. This didn't turn out to be the case, as a matter of fact we would log into the websites and it would have nothing about the DSL billing; only the wireless account.

Eventually I talked with an AT&T Accounts Recievable rep who saw how unacceptible it is that we would have to jump through so many hoops just to find out our account balance; let alone figure out how to pay it. Thankfully this gentleman started a series of events I don't think anyone else there would- instead of processing us like any other "non-payment" customer, he started up a new account for us and did what he could to get our case expedited so we wouldn't live without internet over the weekend because of a mistake on their end.

I've now been on hold with AT&T technical support for a total of 4 hours, most of which was spent waiting for a rep to answer the line; the other percentage was spent as the reps tried to figure out which way was up as far as the account was concerned.

Overall- I have never and probably will never have such horrible customer service. I'm getting the account turned back on only to cancel it in a few days when Comcast comes back out to turn us back on. I haven't had customer service like this since I last went to the RMV.