Worst customer support

Hi ATJ,

I apologize for the poor customer service that you experienced with our company.  I would be happy to look into this for you. I have sent you an email requesting more information. Please respond with the requested information so I can further assist.

Thank you

Dear Mr. Kevin Kearney,

RE: Industrial Bonded Warehouse

Anderson, SC

Account: {edited}

I have been trying to respond to a letter we received from AT&T written on 4/27/15. In the letter you state that you "understand that our time is at a premium and pledge to make the process quick and easy as possible." I have spent 2 hours on hold on 4 different occasions by "simply calling an AT&T business advisor at 866-790-3703." The letter says "we will lose our term agreement discount" if we chose to let the contract expire.

Have you ever tried to call an AT&T number and gotten a real person on the phone?

How about you have someone contact me? {edited}

Thank you for your attention in this matter

Tony Saad 

*This post has been edited by a Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE

Hello Tony,

We will be glad to help you with your concerns. We are truly sorry for the inconvenience you have encountered.

Please send me a private message by click here http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/103392 and include the following information so I can assist.

Full Name:

AT&T Account Number:

Name on Account:

Preferred Contact # or Email:

What type of service (Uverse, DSL, Landline, Wireless):

Description of Issues:

I have been trying to respond to a letter we received from AT&T written on 4/27/15. In the letter you state that you "understand that our time is at a premium and pledge to make the process quick and easy as possible." I have spent multiple hours and days  on hold" The letter says "we will lose our term agreement discount" if we chose to let the contract expire. but you can't speak to anyone!!!!!  

Please call me I will answer by the second ring and maybe we can wrap this up.Please have some one call me at XXX-XXX-XXXX to fix this contract issue. Thank you for your attention in this matter,

                                        Agnes Jankowska

                                         Iron Fence

Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE.

Hi iron fence,

I'm very sorry for the delay and difficulties you've had with getting your concern addressed. I'd love to help get things turned around, please send me a private message by clicking here and be sure to include the following details so I can help and give you a call to follow up:

Contact #:
Account #:

Business Address:

Alexis

Your letter dated Feb 6, 2015 informed that "Your service contract term will end soon".  The letter went on to say in bold, "If you do not contact us before your term expires, you will be re-subscribed to your current plan for the same term length." . The amount automatically deducted by AT&T in April nearly doubled.

I noticed the increase and contacted AT&T. After a gauntlet of transfers I was assisted by Chad T., XXXX@ATT.com, in the Retention Department.  Prior to Chad I learned your February letter actually only pertained to Long Distance Service plans, not local service plans though that was never specified in the language you authored and signed.

Chad's review indicated AT&T overcharged us 870.00.  I disagreed. It could not yet possibly be that much, the increase had only happened for two months.  He placed me on hold to discuss with a supervisor, came back and insisted 870.00 was accurate.  I acquiesced.  Chad informed me he would set up a new local and long distance plan for us and would submit a "Customer Care Form" then someone would call in a few days to approve the amount of the refund for the overcharges.  Nothing happened and another inflated automatic payment was deducted.

Late July I tried to reach Chad; his number was "no longer in service" so I called Bus Cst Svc and started the process again; my first efforts had already taken two hours and apparently accomplished nothing. 

Another lengthy discussion with Lisa, XXXX@att.com revealed first that REtention agents are employed by a contractor, not AT&T.  PERFECT  and that no similar letters about local service plans ending were sent to customers.  AT&T expected business customers would notice the increase and call.  I had.  Lisa persistently offered the best local service plan rate now available required that I accept a free tablet with the smallest available data plan, a one year contract for wireless and a two year contract for local service. I asked to speak with a supervisor.  She also informed me any potential return of overcharges already taken since April would require that I first renew with AT&T.  Really?  Lisa then put me on hold for over 15 minutes,,,I am CEO of a corporation...Finally she came back and said her supervisor would have to call me back; she would email him  to call me.   Again I acquiesced and waited.  Supervisor, Dave C., XXXX@att.com.

Two days passed  no call so July 29 I emailed Lisa and Dave and mentioned the California Public Utilities Commission looking into your letter and the resulting overcharges withdrawn without notification of any plan change.  Dave Carrillo called back a short time later.  He reiterated that all the "sales" department could offer was the tablet plan.  We provide confidential investigative services to government and major employers.  Not one employee of this company has any need for a tablet, period.  All are prohibited from every using such unsecurable devices for company business. The free tablet comes with the samllest data plan available for wireless service thru AT&T and use of the plan as designed would immediately result in additional charges for exceeding plans limits? 

I signed up with AT&T for local and long distance service as one action all at the same time.  I agreed to what your letter called a Service Contract.  One singular event.

there are so many options for telephone service for business customers.  I can imagine that VOIP is taking an bigger and bigger bite of market share.  Now AT&T buys Direct TV.  I have Direct Tv at numerous properties I own and control...numerous.  I also provide telephone, internet and wireless service for every one of the company operatives.

I demand an immediate refund of all amounts exceeding the average amount taken for the previous 2 years that have been deducted from our bank account.  I expect to not wait much longer for a Cst. Care Form to illicit appropriate action by AT&T.

Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE.

Hello DirectorT,

I'm sorry to read about about the poor experience, I'd be happy to look into this for you so we can be sure to address this for you once and for all and get things back on track. Please send me a private message by clicking here and be sure to include your contact # and best time to for me to reach out

Alexis

I have tried to respond to a letter written to our company about expiration of the current contract.  I have called 4 different numbers and remained on hold for 2 hours on one number.  Why is it so hard to get in contact on the phone.  Our contract ends October 18, 2015 and if our company has not been contacted by that time we will be forced to find a different service for our company.  Call at xxx-xxx-xxxx between the hours of 9:00 and 4:00 P. M.  If We have not heard by Monday afternoon we will be searching for another company for telephone service.

Farmers Mutual Insurance Company of Giles County

Pulaski, Tennessee

Phone Number xxx-xxx-xxxx

Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE.

Hello SGc47,

I'm sorry to hear about the hold times.  I'll be happy yo give you a call to follow up, so we can get things back on track.

Talk to you soon  -Alexis

I am having much of the same response as everyone else when trying to respond to the letter stating our local term agreement is going to expire. I have been on hold at two different times today for over an hour. Can someone please contact me in regards to this letter before I am forced to consider other options for our business phone services? Thank you.

Hi ahigh,

Thank you for your recent posting.  We appreciate your participation within the Business Community.  In order for me to research your issue, I will need to verify some information.  Please send me a private message by clicking here: http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/126057

And include the following details:

• Full Name/Name on Account:
• Account number:
• Preferred Contact #:
• Preferred time to be contacted (including time zone)
• Email address:
• What type of service (Uverse, DSL, Landline, Wireless):
• Description of Issue:

Thank you,

Nancy A

AT&T Social Media Manager

To businesses encountering a significant increase in  "local" services plan rates after receiving the deceptive letter advising nothing would change when the previous "plan" expires, if you are enrolled in automatic withdrawls and the amount being deducted from your account increases without warning or notification then demand the amount above the usual amount be refunded.  I was informed by the Oakland sales office that no letters or nitifications are sent for local plan expiration and the letters that are sent do not specifiy that only your long distance plan is expiring.

Most businesses set up "phone service" local and long distance all at once, with the same provider.  It is reasonable to assume that your plan is the entire service you are invoiced for every month.  And, since local and log distance are set up simultaneously then expirations should be the same.  So, to notify that one plan is expiring and to not notify the other is also is either intentionally deceptive or just plain dumb.  You decide.

In our case we were eventually, after hours of debate with numerous departments and representatives awarded a refund of the entire amount over the previous plan rate deducted from our account over several months...totalling hundreds of dollars.  That amount has now been invested in purchasing all the equipment necessary to convert to VOIP phones...

DirectorT,

We are glad you were able to get your concerns addressed. We are truly sorry for all the incovience you encountered. if you are in need of any further assistance.  Please send me a private message by Clicking Here http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/103392 .

Thank you

Lisa

Dear, Kevin M. Kearney

We have been a ATT small business customer since 2000.  I recently recieved 2 letters stating that our contract for service were about to expire.  The first letter was recieved around the first of August which was for account xxx-xxx-xxxx.  Around September 20th I placed a call into the center to renew/change the service.  After spending about 1.75 hours on the phone the young lady said that she was going to confirm the change.  During that time I was disconnected and did not receive a call back.  When I tried to call back the office was now closed.  I assumed that the service was renewed/changed.  Wrong!!!  On my next billing my service went to over $400 dollars.  At that time I called the center again to correct the error and change the other service which is account xxx-xxx-xxxx.  When I finally reached a person he said that the other service had not been changed due to me hanging up which was not correct.  I asked him why they take my number for a call back and not use it??  No answer.  After spending another 1.5 hours on the phone I thought we had completed the changes.  At that time I spoke to a trainer that said everything was corrected and that she would change my service date for the first back to the day I had called which would put the correct change per month into the system.  She asked me to pay the bill in full and that the account would be credited.  Wrong again, plus that account and the other was not changed.  I fully expect both accounts to be corrected immediately and I will not spend hours on the phone correcting it.  There are other choices in the area for phone and TV!!  Plus the other 35 restaurants I speak for have the same choices.  If we ran our business like you are running yours I would expect our customers eat somewhere else.  Please contact me by email or by phone to let me know that this issue has been corrected.  I know you can pull my account notes and confirm everything I just stated.    Please send me an email and I will send my cell number back.

Jim B.

Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE.

I have been a ATT customer for over 5 years.

Once again I received your letter stating that my service contract will end soon.  The new increase is over 33%.  I talked with the customer service number included in your letter.  They forwarded me on to the retention department.  I spoke to a gentleman on December 1, 2015.  He offered me another plan and we discussed it for over an hour.  Most of that time was spent on hold or repeating my situation.    I did not receive his name or ID number.  I asked for it and he said he would provide it at the end of the call. At the end of the call he never provided it.   He came up with a solution which I think would have been acceptable.  I was actually less than what I am currently paying.    He called this morning and left a message to say at they cannot provide the service at the rate he quoted.

I called him back at the number that was listed.  Unfortunately, no one was able to transfer me to him.  The first person I talked with hung up on me.  For the second call the gentleman tried to help.  He found no record of the first call in the notes. He couldn't find the name xxx xxxxx.   Unfortunately he was not willing to help me resolve the pricing issue.  He did not care that I go to any other providers.

Last chance.  Shall I go to another provider or is someone that knows all your programs and pricing willing to help?  Service is important to me. 

Mark

Moderator: Your post has been edited due to personal information.  Please follow all guidelines when participating in the Business Community.  The Community Guidelines can be found HERE.