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AT&T Wireless - Customer Service

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Nicole of Roseville MN (1/4/04):
I've been with AT&T for three years and used to be impressed with the customer service they offered. Recently, I switched phones and plans. In order to activate the phone, I was put on hold for 1.5 hours, and after getting through, the customer service representative accidentally hung up on me. I then waited for another 1.75 hours to get through and activated my phone, although they didn't tell me that I would need an access code to use my phone. I then spent another hour on hold getting the SIMS access code. Total time spent on hold to use my phone was 4 hours, 15 minutes.

I just received my first bill under my new service plan. It was for three times the amount. They charged me for minutes that should have been included and some calls were three times as long as actual call time. Additionally, calls that I had made were not on the bill. Three of my friends have experienced the same billing problems and its a nightmare to try to clear it up, even though the errors are AT&T's. I just tried calling customer service to clear this up and expected wait times were 20 minutes+. Go figure. I tried logging on to my account on the website and due to high volumes I couldn't access my account.

Sharon of San Ramon CA (12/31/03):
When AT&T upgraded their system, I was no longer able to log into my online account to pay my bill. I tried repeatedly (I even tried reregistering) everyday for two months, but all I got were error messages. Coincidentally, I was no longer receive a paper bill in the mail so I had no idea what needed to be paid. I also tried calling 1-800-888-7600, but either, received an automated message saying, "No one is available at this time. Please try your call again later" and was disconnected, or reached a customer service agent who said they needed to transer me to the billing department then hung up on me.

After two months, AT&T terminated the service on my phone and FINALLY sent me a bill ($354). I called AT&T and got through to their billing dept. where I was connected with Andrea (emp. #51342) who took my VISA payment (for the full amount) over the phone. She was extremely rude when speaking to me and told me I would have to wait 1 to 24 hours before my service would be turned back on. When 25 hours passed and my phone was still not working, I called AT&T again. I asked to speak with Andrea's supervisor/manager and was connected with someone who flat out refused to give his name. I was informed that Andrea had not reported the payment and I would have to wait another 1 to 24 hours because he just submitted a "request for reinstatement".

By that time, I was livid and asked him to take disciplinary action against Andrea. He refused to do anything of the sort and told me that I can't tell them how to handle their employees. He began talking to me in a condescending tone and began to taunt me. I put the issue with Andrea aside and asked him if he had any intention of helping me with my service dilemma. He responded by saying he had no intention of helping me with anything and I was on my own. When I asked him to repeat what he said, he told me he didn't feel like there was a need to speak to me any longer or ever again. He then simply said "Goodbye!" and hung up on me.

Because my phone was not turned back on until 36 hours later, I didn't receive the call from my infant's babysitter informing me that my baby was being taken to the emergency room for a high fever.

Erin of Seal Beach CA (12/29/03):
Note I sent to them: I have just spent one (1) hour on the phone on my day off with four (4) very incompetent pople in your service department. All I wanted was to change my husband's and my plan to a "Shared Plan." The first gal I talked to for a least 20 minutes took all the necessary information. We talked about new phones, she took my husband's information, etc. and them said I need to be transfer to where they did the "shared phones." I said please, please make sure they get all the information, I don't want to do this again.

I then got the second lady. She had no information sent to her, so we did it again. She then said "I have to transfer you to the another department." At this point I was panicking...and rightfully so...the third person, Ann, also did not get the information and said we would need to start again (I am now 40 minutes into a call to schange my Plan and get new phones). We again did the dance. She them said I would need to talk to another department, but the lines were busy so I would need to hang up and call later. I now had missed an appointment and was being told to keep the faith and that when I called back in at a later date they awould have all the information.

I then asked to speak to a manager. Her name was Teresa. All she did was make excuses, let me know that not everyone was competent (oh really!) and tell me there was nothing she could do. I felt no level of integrity or concern on her part. I was just another upset person to get rid of.

Note, I have never been thrilled with the level of service from AT&T. When I talk with my friends who have changed to Verizon, they laugh when they hear I'm still with AT&T. At this point I feel you have violated the terms of the contract I have with you in terms of customer service. I am requesting that the contract be cancelled without any fees. If not I am going to be sending a very detailed account of my plight today to as many agencies who deal with complaints as possible. I am starting to search the website to gather a list of all the agencies including the media. I am so, so upset and frustrated that your people have made it impossible for me to complete a transaction after an hour of impersonal and incompetent behavior.

Monica of Stafford VA (12/29/03):
I have been an AT&T Wireless customer for four years (June 23, 2000) and the last two years have been HELL. I changed my plan at the recommendation of an AT&T customer service representative (January 2003) and was LIED to. I was promised a certain amount of airtime when I called other AT&T cellphone numbers and when I received my bill I had been charged for these calls. The problems didn't stop there! I called to speak to a rep about this and ultimately spoke to TWO RUDE SUPERVISORS who pretty much told me "Oh well, we can't honor that because the rep had no authorization to give me the promotion."

Another problem occurred because the rep who switched my plans also did not give me the correct calling plan and I was charged with a truck load of roaming charges. Once again I called and spoke with a deplorable supervisor who did ABSOLUTELY NOTHING to rectify the matter. I CAN NOT WAIT TILL I CAN LEAVE THIS HORRIBLE COMPANY!!!