AT&T UVerse/ATT Phone Customer Service….an absolute disaster!

Here is a story worth blogging about. (see update at bottom)

It involves AT&T UVerse service in the Atlanta area. What you are told by the representative and the mailings about the UVerse service offering in Atlanta is not what you will get. The rep told me that I would enjoy a bundle of services including HDTV, phone, and internet at one bundled price. This is all true and the service worked great…until the bill comes!

Instead of the bundled price I was quoted on the phone, I learned the VoIP was not available in Atlanta, so you pay the bundle price PLUS another $44.00 phone bill for a POTS line! The bait and switch was apparent immediately, so I start calling ATT customer service for a resolution. After issuing the maximum discounts they could offer, the cost of the bundled services still exceeded the cost of Comcast and the rep said, “OK, we can cancel the service for you if you like” which I did.

Now, as if that was not bad enough…when you hear “one bill, one bundle” in the Atlanta mailer advertisement, run away as fast as you can. It took my over 3 hours of phone calls to the UVerse customer service and the ATT phone customer service to get the bills pro-rated, then to go away after I paid them. Just when a representative tells you that the issue is resolved, more bills show up in your mailbox…2 of them; one for UVerse, one for phone at full price. Today’s bill had a note attached that they are turning me over to a collection agency.

Another round of calling ensues and I think I finally have it resolved. Today I told 5 different phone representatives the phone bill story before I got someone to resolve the billing issue. I was ½ hour on the phone to get the right person… and I had to tell them the phone, name, and last 4 digits no less than 5 times.

AT&T, if you are listening, your customer services need some serious help. I would not wish my experience on my worst enemy. You have a completely inept bureaucracy there from sales to billing. Atlanta beware!

8-25-09 Update: UNBELIEVABLE: I am still getting bills for $160.00?!?! Arrrrgggghhhhhh! When will this end?!?