Complaint Review: AT&T Southern California Business Division

This has to be just about the worst experience I have ever had with a telecommunications company.

First off, just so everyone know..ATT "Services Southern California" but they do it on "Verizon's Lines". So initially when you order, you have to have a Verizon tech come out to your neck of the woods because ATT just purchased the territory(Can you say De-Regulation).

So initially we needed DSL service and was directed to speak with Shaun Goodstein of the local Socal business internet providers sales division. So I spoke with him and he was eager to sign me up (of course) and take over my business phone lines, and sell me DSL service. But what he didn't tell me is that he HAD TO SIGN ME UP FOR 3 Separate AT&T accounts that I had no idea that was happening.

I had a "legacy ATT account" for the new phone line for business Internet DSL and that was 2 separate bills and account numbers from my regular lines. Why do I have 4 Phone Bills!!

Initial installation was incorrect and was up late (and we're an internet company) and had to have a tech sent out after calling India. I had a Verizon tech come out laugh about things and  told me everything was good to go...well he was wrong.


Days later, the Business DSL service was disconnecting randomly ( note that I was supposed to get 5 Mbps) and that my speeds weren't even 1 Mbps!!)  Every so often the service would climb a bit  past 1, but never reached 5 ever!

Now I had this line sold to me as a service that I already got charged for 5 Mbps and of course got charged for installation and they initially wanted to charge me for the technician to come out.

I called the "outsourced India tech support group" literally like 20 times over the course of 2 months . They had notated the account, gave me ticket numbers and had me reset the modem from where they are and myself at the location many times.  This would initially fix the problem for a 2-3 days and then back to issues!

I spent about 40 business hours on the phone being transferred out so many times because they had so many account numbers for me that one day I sat on the phone 2 hours and 30 minutes just to be hung up on!

I was outraged! then, finally after reaching another "tech" they had someone call me back and tell me that my area DOES NOT SUPPORT THE SERVICE LEVEL THAT I WAS BEING BILLED FOR! And as you imagine, I was tired and disgusted. I was told that I would have to downgrade service in order to sustain a normal internet connection. They never told me what, and they never told me how. They just left a message on my phone saying that I had to do it!

And of course the phone games begin again! I called customer service, billing and accounts and would you believe the ONLY PEOPLE THAT CAN DOWNGRADE ATT SERVICE IS THE OUTSOURCED CALL CENTER?! Wow, what an operation!

Now this all takes place almost 3 months while I get charged the wrong amount, with minimal stable service. I ask billing to issue me a credit and they say "we have to see your file". Of course the non-English speaking call center people don't notate or understand where you are coming from and from what they see THEY DON'T ISSUE CREDIT!

I was overcharged, mis-represented a service, and this is exactly the email I received:

" Based on our research into this matter we cannot credit the account because AT&T does not guarantee the speed on your account.  I understand that you have downgraded your service which the Tech Department says should take care of your problems with service.  Until the account bills at the new rate we do not know what that rate will be so there is no way we can credit you the difference or whether or not we will be able to credit you.  I have already credited you $95.00 as a goodwill credit in January (From a late install!). 

 If you feel you need to move forward with your internet campaign there is nothing we can do.  All we can do is help you with any problems that are within our power to fix in the Billing Department.   At this time we will be closing the trouble ticket as sustained.  Once the billing has changed on your account please feel free to open a new trouble ticket and we will help you if we are able.  

Regards, 
 Ann M. Rorie   Escalations Manager

AT&T Business Solutions - Customer Care Phone 888-222-6153, X32252 Efax 866-359-7637 ar8746@att.com "

Wow, just wow... They don't know really about anything. What's the point of even wasting my time.

Truly a disgusting situation. If you are a business owner in the southern California Los Angeles Area... stay away from this scam of a internet service provided. What ever you do, DO NOT GET ATT Internet Service in the LA area!


Also, do not let this ATT Sales rep sell you service:

Sean Goodstein Account Executive
Regional and Local Business Markets - West AT&T California Phone: 714-284-2594 Mobile: 951-452-9858 Fax:

951-537-6551 email: sean.goodstein@att.com