I contacted AT&T and had asked that my modem be replaced due to problem with intermittent internet stoppage. AT&T advised me that they did not give free replacements thus any replacement would be charged to the customer. I was told that since I had the same modem for over 10 years, problems that I was having was expected. They advised me that I had the option of purchasing from them or I could purchase one myself that was compatible at the local electronic store. I then advised them that I plan to purchase a new modem at the local store and would be contacting them later to get it set up. At no time did I asked to have them come to my home to check on the lines. Several days later, I found a note on my front door that they had come to the house and having not made any contact with the residents that they inspected the line going to the house but found no problems with the wiring. AT&T had charged me $60 for the service fee that I did not ask for on the next billing.

Case Number - 0344997
We contacted ATT on Thursday to report that one of our jacks wasn't working. The woman informed us there would normally be a service charge of $85, but because we had already had someone come out to fix the lines within the last 30 days that fee would be waived (as long as we could get the new appointment scheduled before the 30 day mark, which was approaching). She said she had an opening for Saturday, and asked if 8am-12pm would work. I confirmed the appointment and arranged to be home from 8am-12pm Saturday. When 12pm on Saturday came, and no ATT repairman was here, I called ATT. This is where things went downhill. The first representative (Jessica) said that we were scheduled for an appointment on the following Thursday from 8am-5pm (!). I explained that I would not have set up an all-day appointment on a Thursday, as I would be at work. She could only say there was nothing she could do about it and that she hadn't set it up. I asked if there was a way to see if someone in the area could come out today, she said no. Finally she agreed to send it to the escalation team. They called (automated message) to tell me they could not escalate my request. Then, it dawned on me - Thursday is just outside of the 30 day window to have no charge for the repair appointment!! By then, I was really angry. I called back, asked to speak to a supervisor, was transferred then they hung up on me. I called back, asked to speak to a supervisor, and got the lovely Brigitte. She, too, wanted to point out this was not her fault and she didn't know why the appointment for Saturday wasn't scheduled. There was no apology, no attempt to try to make things right. I asked what their normal appointment times were, and she said they were 4-hour increments (8-12, 12-4, etc). So, I asked why this new Thursday appointment that someone scheduled was for the whole day, 8-5pm. Again, Brigitte doesn't know. Doesn't apologize. Says there is nothing she can do about it. Also tells me that I will probably have to pay for this man to come fix their broken jack. Great. Finally, after really pestering, she admits she can change the time to 8-12. Okay, that's better. It's still not Saturday (remember, that day I wasted sitting at home waiting for a repair appointment which was changed without notification?). So now I am looking for a new carrier - we only use ATT for the internet and fax. This can easily be changed. It is obvious that ATT wishes only to push their U-verse product while screwing the rest of their customers out of their time and money.

AT&T has an automated system that takes payments without the consent of the customer. They took a payment out of a bank account that I don't use, and doesn't have any money, causing me to be charged with a bunch of NSF fees from my bank. That bank account can not be deleted from the AT&T profile, they don't have that option on the website.

Customer service reps are useless and rude and don't care about customers at all, they won't help you, they just see what their system says and they don't research how the problem was originated and who's responsible. They're IGNORANTS!!! They stole from my bank account and they claim I authorized that automated payment, but no one can show me proof of that.

Many years ago, when I signed up for cell phones, I had the long distance service blocked on my home phone when my local service was AT&T. (any attempt to make a long distance call produced a message stating the block). When AT&T was split, my local service went to verizon and the block continued. A few months ago, my wife made two minute long distance call. It was not blocked and I received a bill for 12.69$. I called and was told there never was a block (I heard the message years ago). They put on the block again. The next month I received another bill that included an AT&T charge for of 13.08$ for 6 more minutes. The actual rate per minute was .33 and .42 per minute and the remainder of the bill was various charges including 2.99 as a bill Statement fee..

I called the 800 number on my bill and after 12 minutes in the queue I was able to take with a person for 30 minutes before they dumped me back into the phone menu system. I called again and was told that they would not adjust my bill. I asked to speak to a supervisor, who gave me the same answer. When I asked to speak to someone in this country, the pushed me back into the phone queue for AT&T wireless.

If you think you have blocked long distance, call and make sure, or you could also end up paying large fees when you should have been reminded of the block.

I called into AT&T today to inquire about my Long Distance plan and charges, and Vincent McCoy (last name could be McCord), took my call.

After he made a comment about treating me as a valued customer and going through some disclaimer, he became very short with me and the tone of the call became negative. I asked him to help me understand why the cost of my long distance plan increased and he told me that it has never changed. I told him that it had and that I was online looking at my bill and I could see that it had. He stated again that it had not.

I asked him if he could pull up one of my past bills, and I would show him that it has changed. He told me he could only go back 90 days. He was so rude to me and was not interested in understanding my questions and concerns, so I just asked him if he could cancel my service or transfer me to someone who could.

He transferred me to Ms. Thomas in their retention dept, and she was very polite and helpful, and was able to explain to me why my Long Distance plan charges had increased. It only took her a few minutes looking into my bills and speaking with me to identify that the increase in LD plan charges occurred when I cancelled my DSL Internet service with AT&T.

It does make sense that the LD plan charges increased b/c I was no longer bundling my home phone and internet, but it would have been nice to know that my LD charges would increase from $4.00 to $19.00. No one ever told me that.

When I asked about speaking with Vincent's Manager, she was only able to give me an email address where I could send a complaint to, b/c there were no notes from Vincent on my account. I sent my complaint to '[email protected]' and will see what happens.