Your company is based on dishonesty, manipulation, and thievery.

GetHuman-crissann's customer service issue with AT&T from August 2018

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The issue in GetHuman-crissann's own words
Fix my service and get my money back ... * * I have been dealing with my internet not working properly since we first got with AT&T. I've had multiple service calls out here. I've had multiple different modems. I have all the apps. I'm informed and trained to be able to test it and troubleshoot my connections. One of the many service technicians that came to my house more than one time is the one that taught me how to troubleshoot before I contacted AT&T. Since the beginning we've had issues with it either bogging down, dropping completely, and staying that way for any duration of time. I have been on the AT&T app chat, spoken to many of your dedicated supervisors, and I've had service calls constantly. Recently last * weeks it's gotten extremely aggravating and not working properly worse than usual. I followed the steps got in contact with somebody spoke to a few supervisors who promised me that they would handle it personally adjust my bill accordingly and contact me to let me know the good news that all is well. I never got that phone call from multiple supervisors. August **, a Monday, I had a service call that was dispatch to my home once again. This technician was familiar with her home because he had been out here before and he called me said he was going to do something at the main office because he knew there was nothing more that could been done here, and he would call me back in a couple hours. He said my internet will go out for a couple hours while they switch whatever it is and would call me before he was going to do that to give me a heads up. I never heard back from him. I called AT&T. Spoke to the first supervisor who promise to handle it personally and call me back. That was a lie, and I was lied to again by three more of your supervisors by the end of the week. The first supervisor told me I needed to wait because I still had an open service call before any adjustments would be made to my bill. I have not heard anything from anybody and I've stayed at home and contrary to belief I do have a life. This has been total ****. I want my bill adjusted to cover internet that does not work since the start of my first service call, we have been paying for a service that we only had work basically half the time since we got it so I want to pay half. Why should we pay full price and why should I do the jobs of the people that are hired by your company whose paychecks are provided by me? This is more than just internet we also have DirecTV that I cannot access on demand features that we also pay full price for due to the fact that the Internet does not work. We purchased the Avengers movie a bit back paid $** for it. It buffered the entire movie. We got Tag on rental last night, IT BUFFERED AND SKIPPED THE ENTIRE MOVIE! We make monthly installments not just on our cell phones one for my husband one for myself but also on tablets and pay every month for. While at home we like to turn on our Wi-Fi for our devices so we do not use up all of our *G and data, but unfortunately we can't do that because the Internet doesn't work properly. The last supervisor that I spoke to we discussed adjusting my bill to reflect the services that I actually paid for, her response was we can only discount you for the times it was reported that it was out by you. So with all the service calls, chat, and fun conversation with your staff not one person has ever told me that if I ever wanted a refund for a default e-service that I pay full price for that not only screws up everything else that I paid for it to your company but other things in my home that rely on the internet to work. And I asked her did she really think that I had nothing better to do than just sit in my home monitor my Wi-Fi through my devices and report it multiple times a day. And just because it is not working here does not mean that on your end it's detectable the last service call we had was actually the gentleman that said our services up and he said when he scanned it it looked fine nothing out of the ordinary but when he came in he noticed. His suggestion was for us to lower our speed, unfortunately it's not working either. By taking us down on our speed it took us out of promotion which makes us pay $** more now a month for internet but does not work. Just had another service call yes by a supervisor who has been out here * times just alone, his name is Montrell and he is awesome and he is respectful and he has tried everything, he switched out the card at the main office or whatever it's called my internet was down for * days straight it was only supposed to be down for * hours. Then yesterday he came to give us the updated modem that was released we're still at a lower speed and on that modem the movie buffered and skipped that we purchased last night through on demand. One or two things need to happen your company is being paid to provide a service and is not holding up your end of the contract. You need to refund me the money I've spent for said services that only works half the time and that's all the money you deserve you don't really deserve that because other features and devices and items in our home that center around having Wi-Fi are not useful either, or you need to give me a paycheck to sit here and stare at it then report the multiple times during the day it stops working. I suppose I need to give my child up for adoption if I need to sit here and report my Wi-Fi going bad because I will not be able to take care of him, if I'm doing this. Forget having a life. I mean heck, so when are you going to give me my paycheck? The entire situation well this is ridiculous. You are staff, supervisors, and technicians are all giving me the run-around and it needs to be fixed. And the fact that I had four of your supervisors lie to me, and a service technician despatched who was extremely rude and disrespectful to me in my own home to the point that I made him leave before anything could be done I was not going to be treated or spoken to in that manner in my own home. Somebody needs to contact me as soon as possible or I will take this further. I have contacted corporate I plan on sending this again to every contact email listed for AT&T Corporation in Dallas and Georgia. And if it does not get resolved I will go further to the Better Business Bureau and I'm really quite a few articles against AT&T that the news has written they're pretty sure there's new stations would like to hear our little story as well. Don't you think you could quite enough money off of us? I always had AT&T in high regard not only do we have it now and up until this issue thoroughly enjoyed any interaction I had to have with your fat, but I also grew up in a home where both my mother and my grandmother and my dad had AT&T. Of course that was before cell phones were invented but we never had any problems then either. This is why I'm extremely disappointed in your company, this is not the experience I was expecting to have as an adult paying for you to provide a service to me. I know I was told that until the next cycle that is impossible to get another refund applied to my account because apparently you can only do it once every billing cycle unless the supervisor over rights it but I've never gotten that far because every time I get transferred back over to Tech if I first get ahold of billing because nobody wants to do anything until the internet is fixed which is understandable I want it more than anybody. And they tell me after the situation is resolved we will handle this further when I get to text they run their tests on my line and they sent out a service technician who can't do anything to figure it out yes I've had technicians that are supervisors out here just can't figure out the problem. And then after the technicians leave I got a hold of billing billing says the same thing I'm tired I've seen your scripted response about how you understand what I'm going through because if you were the customer you would feel the same exact way you guys need to come up with a better script a little bit more diverse because when you contacted a company as much as I've contacted AT&T what little button you guys going to hit and what little scripted response you're going to give me. I am aggravated with the fact that one Department tells me that I need to speak to another department, but takes their time and then delegates my issue to get another department. I am told by billing that before any adjustments can be applied for the services I paid full price for but got half of my service of. They tell me to get ahold of the tech department, I get the tech department they do their test then suggest I have a service call to my home. When the service technician comes to my house does whatever he can think of to try to fix the situation, well at least the nice one not the rude ones, they then tell me to contact billing and it starts again. And I still can't seem to get it past any of your employees that regardless of whether or not it gets fixed today, it does not have anything to do with the fact that from today all the way back I paid full price for things I haven't been getting. You have to understand that I have been dealing with this from the beginning, not one time during any of that stretch did I ever suggest a bill adjustment or refund. That was not my goal my goal is to get the services I'm paying for because I do have a * year old boy who loves his gaming consoles and needs functioning internet to be able to use those and I pay money every month for him to be able to use those devices online that money is being wasted as well. But the moment I was disrespected in my home, lied to multiple times, hung up on and had agents leave chats without even saying a word, and when I had your so-called dedicated supervisors not only being dishonest but contradicting and rude, that is when I had had enough and I will not pay another penny to your company for services that you don't hold your end up. To be told I cannot have the refund for their services I did not receive because I did not sit here monitoring the services I was paying for all reporting it to AT&T multiple times a day basically being told I am paying you and you want me to do your job. This issue needs to be resolved from day one * today and if things are not resolved in that there will not be a tomorrow when it comes to my money and your company and I will make sure I let very very many individuals aware of the behavior and dishonesty your company provides a plethora of, instead of the service that you advertised. Its not fixed this webpage is a liar.
They like to give the issue to another department and they hand the issue to yet another, its manipulating, dishonesty at best.
I want it fixed. I want the money I paid for the faulty service refunded and I want an apology for the lies.
I pay nearly $***, every month, on time. I have been patient with the issue over years and never asked to get my money back.
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Internet - Home
Customer service issue
Reported by GetHuman-crissann
Aug 26th, 2018 - 4 years ago
Seen by 17 customers so far
Similar issue to 2489 others
0 customers following this
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GetHuman-crissann started working on this issue
Aug 26th, 2018 7:43pm
GetHuman-crissann indicated the issue is not fixed yet.
Aug 26th, 2018 9:06pm
GetHuman-crissann indicated the issue is not fixed yet.
Aug 30th, 2018 4:22pm
GetHuman-crissann indicated the issue is not fixed yet.
Aug 30th, 2018 5:09pm
GetHuman-crissann indicated the issue is not fixed yet.
Aug 30th, 2018 5:11pm

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