Complaint Review: AT&T - Internet

 ATT is astonishingly good at giving customers the run around! They are SO GOOD that I do believe they receive special training in it! >:-(

On  April 4, 2016, I called ATT’s customer service line to check the status of the 4^th “investigation” on my account and spent 2 hours and 40 minutes on the line with several representatives and still with no resolution.

 I have been dealing with ATT for nearly 3 months now on various issues stemming from my request to bundle services with the DISTINCT REQUIREMENT that my mobile plan NOT be changed. Before the bundle, I only had cellular service with ATT. I called to bundle (adding) Cable and Internet/Wi-Fi  with my cellular service. The cellular service was an “unlimited data” plan grandfathered in as that plan is no longer available. I have been a customer with ATT for approximately 8 years. After the bundle,  my bill went from $89 (for phone only) to $1284.68 for one month’s worth of bundled services. 

The discrepancy between the two bills is attributable to the change of my mobile plan – which went from unlimited Internet to a “pay per use” plan.

My attempts to resolve the issue with customer service:

• 1/19/16: Called ATT Customer Service Line (800-288-2020) the first of three times to dispute and get information on the exorbitant change in billing. Was informed after the 3^rd call that an investigation would be conducted.  Never received a notification of the results.
• 2/15/16: Called ATT Customer Service Line to find out the status of the investigation. Was told that the investigation was completed and that they had resolved the issue: I was back to my “original” cell phone plan.
• 2/19/16: Received phone bill to find that the cell service was “changed” causing several “change of plan” service fees and higher rates for ALL bundled services.
• 2/22/16: Called ATT Customer Service Line to dispute current fees and to dispute the fact that the investigation did not cancel the bogous charges for changing the original plan without my consent. Was told another “investigation” had to be done to get the charges reduced.
• 3/15/16: Called ATT Customer Service Line to find out the results from the investigation. Was given the run around and was told that the investigation is still pending and I asked them to look at the new changes they had made as result of first investigation and was told that apparently when they changed the cell plan back, they neglected to add the thing that was at issue: the unlimited data plan resulting in No wi-fi on the phone at all. He said he would change it back today  and a  third “investigation “ would be made. Mario was my last representative who I spoke to.
• 3/31/16: Called ATT Customer Service Line and was transferred several times and spent 40 minutes talking to someone about everything that is going on. Was told it wouldn’t be more than 4 days until it finished.
• 4/4/16: Called ATT Customer Service Line to find out the results of the “investigation” and spent TWO HOURS AND FORTY MINUTES on hold, going to different departments, talking to people and in the end, NO RESOLUTION.

I have been with AT&T for almost 10 years with no problem and now this? Honestly, I am in shock that they would treat ANY customer like this.