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4 Messages

Tue, Sep 6, 2022 7:43 PM

Amazingly Horrible Customer Service!

We have had business phone lines with AT&T for a long time, more than 10 years. 

As we had four (4) landlines, the monthly bill was almost $1,000 per month.

I called AT&T to identify what the lines are, but even AT&T was not identifying them clearly.

So I closed two of them in 2021 and extended the contract.

During the call, the customer service rep told me I could have credit for the account. 

I forgot exactly what it was but I got a lump sum of credit (~$2,000).
FYI, it was about two months' credit.

A year later, AT&T charged me over $2,000 after I extended the contract again.

On Sep 6, 2022, I called AT&T customer service around 08:30 PSD and was told that it was an error by AT&T.

So I asked to talk to someone who can adjust those amounts and got transferred. 

I talked to a guy named Tony and asked him whether or not I can have a little bit of adjustment.
My wording was exactly like this (AT&T should have a record): 'Is there any possibility to waive or adjustment a part of the bill?'


Did I ask too much?

What I heard from him was as follows;

  • Because he doesn't have any authority to adjust the bill, he couldn't do anything; is he a final decision maker?
  • It was partially my fault because I didn't call AT&T and checked after receiving the credit.

Then think about this;

  • I had been paying almost $1,000 every month for a long time.
  • Even one of the lines, AT&T was not sure what it was.
  • During closing some lines, the rep offered credit. (Not me!)
  • And it was about two months' credit.
  • Top of that, most people usually do not call back to the merchant and ask 'how much credit did you give?' or 'Is $xxxx right amount you credited to me?'.

Do you still think I should call back to AT&T and check whether or not the amount was right?

  • He kept saying he couldn't do anything but show no effort to resolve the issue.
  • If he can't do it, he should transfer me to someone with who I can discuss it.
  • But his tone was rather sassy and accusing me. I'm a long-time customer, not a con.
    This made me so upset. (I trust AT&T has a record of the conversation.)

I asked his name again and he said it's Tony and his last name is Kim.
I asked him for other verification that proved he is 'Tony Kim'; he REFUSED.
I asked his manager/supervisor's name and contact numbers, he said HE DIDN'T KNOW.

(If he has something to report, where he should submit it? AT&T Business Forums? Or he doesn't have his boss?)

Finally, I told him that I didn't want any discount or adjustment and asked him who caused this issue initially.

He kept saying that partially it's my fault.

I gave up talking to him and told him that I wanted to talk to his supervisor/director.

After a couple of minutes of holding, he told me his manager was not answering and offered me a discount of two months' current bill (maybe less than $500). 

Hello? I asked how he made a deal even though he didn't have any authority to adjust the bill.

I was told that he asked a specialist online and got this discount. 

What made me really mad was the fact that he's a customer service representative, not a specialist, and he didn't even try to ask a specialist and kept wasting my time by just saying 'No, I can't'.

  • He doesn't have the authority to manage the issue and he's not a specialist, he keeps saying 'NO'.
  • He offered me a discount suddenly after asking to talk to a manager. Why not before?
  • I had to waste my time dealing with somebody who doesn't allow to handle my issue.

Is this a normal protocol of AT&T customer service?

I'd like to ask AT&T and someone who read this posting, do you really think there's a customer service rep whose name is Tony Kim?

I'm not asking for any discount or adjustment, I'm complaining about his attitude.

If AT&T thinks I'm too much, please do not delete my posting.

So that other readers can criticize me.

But my complaint is reasonable, let me know what kind of disciplinary action was given to Tony Kim. 

Administrator

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24K Messages

3 months ago

Hi @fermionics4818,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Kimberly
AT&T Business Social Media

New Member

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2 Messages

1 month ago

ATT is the absolute worst !!!! I have had Verizon and T Mobile my entire life and yea, I had some obstacles and issues.. but nothing like this! I have literally been on the phone with ATT for the past 6 hours + and for what? To port over a number from my old carrier. … 3 and a half hours ago they said it was done.. so why isn’t it working? Who knows. I have talked to multiple “supervisors”. They are all equally as rude and put me on hold for hours. This last Supervisor who claims her name is Princess, put me on hold for over an hour to transfer to a department. 1 hour and 6 min later, it was the wrong department she transferred me to. I have only had the service for 6 days and I already want to punch a hole in the wall. I would never refer anyone to this ridiculous service. I am cancelling my business account here and switching back to my old carrier. 6 hours on the phone is absurd.. and they STiLL asked me to stay on hold … so I hung up. 

New Member

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3 Messages

1 month ago

I am going through similar issue and almost ready to get some legal help after being on phone for hours and harassed by their extremely poor customer service; i am not sure how is ATT getting away with this.  

New Member

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3 Messages

1 month ago

Same issues here, i thought i was the only one going through ATT customer service harassments for weeks with no resolution, ATT needs to do something asap to fix these issues

New Member

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3 Messages

1 month ago

Isn't that so funny that he was magically able to offer a $500 credit out of nowhere? We have have had some very similar issues with their support, basically treating us as if we are not even customers and ruining their day for calling. I wish higher up folks with AT&T could understand how their customers feel trying to complete any troubleshooting with your account or equipment. It's like pulling teeth. 

Administrator

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24K Messages

1 month ago

Hi @EMGADMIN_55,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Kimberly
AT&T Business Social Media

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