Back in October of 2015 I had AT&T come out to install a bundle with Direct TV, and UVerse Internet and Phone. The procedure I was told, was to initially hook up the internet and phone, then a Direct TV person came out later that day to hook up the Satellite (they needed an internet connection for the Satellite connection). I was going to keep my current phone through the cable company, but use the UVerse phone service as a fax line with a new number. First off, they cut off my home phone service and changed my number rather than just installing a new line with second number. Second, when they were finished botching that job, the Direct TV installer showed up. I was informed, after having my landlord and husband work with him to find a suitable spot for installation, that they were unable to get a signal and the Direct TV Satellite could not be installed. They left.
I was told numerous times there was a 30 day "NO HASSLE" satisfaction guarantee. When I realized not only had they cut off my cable phone line and changed my phone number (which I never got back because whatever AT&T did prevented the Cable company from ever getting back my number), but the bundle I agreed upon (3 Services Together) was not complete, I decided I would just stick with my Cable Company and cancel the Uverse/Direct TV incomplete bundle altogether.
It took me over 12 service representatives to get nowhere, at one point connecting me to a Spanish Speaking Operator, who then transferred me to a book store. . .I even tried to call back after that! When I exhausted all my options I called back the installer, who contacted his boss, who got me on the line with someone who "SAID" they cancelled my service and I would receive NO bill. I was told how to return the equipment to the UPS Store and promptly returned the equipment. . .that day. . . less than 4 hours after the failed install.
Shortly after I get a bill for $81.96 and immediately called to inquire why. I figured the bill was just automatically generated upon initial installation and was a complete mistake, boy was I wrong. I was again told I had a 30 day satisfaction guarantee and was WELL withing the time limit, they told me they took care of the balance and I THOUGHT that was the end of it. . .
Got a bill the next month, called again, same situation, we are sorry we have zeroed the balance and everything was taken care of. . .
Got a bill the next month, called again, same situation, we are sorry we have zeroed the balance on your account and everything was taken care of. . .
Next month: FINAL notice arrives in the mail. I spoke with a Gentleman in the Credit Dispute Department at AT&T to ensure this was taken care of BEFORE it was sent into collections. He assured me he had completely taken care of the situation.
1.5 years later, after delving into my credit what did I find?? The unpaid balance from Direct TV. Funny because I never even got the Satellite installed in the first place. The only services I even had (for 2 Hours) was the UVerse Internet and Phone.
My credit score was very good, so I didn't even think there were any issues, Bought 2 new cars, no one said anything about any issues on my credit. I am in the process of buying a new home, now I find that I have an outstanding unpaid balance, of a mere $81.96. Not going to hold me back, but really AT&T? Really?? How are you even still in Business, how do you keep any of your customers when you make it near impossible to even get to the right person without jumping through dozens of flaming hoops??
My experience has highlighted some completely unacceptable business practices and even worse Customer Service practices of this company. If I were you I would stay as far away from AT&T products and Services as you possibly can. They don't keep up their end of a bargain and they can't seem to fix the simplest of problems.
Shame on you AT&T, Shame :-(