******** DO NOT DO BUSINESS WITH AT&T *************

1. Bait and switch tactics being employed!

I am a new customer, forced to use AT&T's crappy DSL service because our apartment building doesn't allow Time Warner Cable or any other cable-modem type internet. We can't even have U-Verse there. So I *attempted* to sign up for AT&T's "Elite DSL 6mb" service, which is "offered" on their website for $19.95 a month with "no commitments".... Looks pretty "clear" to me:

Notice they are offering the $19.95 per month for 6 months "WITHOUT HOME PHONE"... really now?

Then why when I got to the CHECKOUT did the price suddenly JUMP to $34.95??? With NO explination as to why? Well we ended up calling and they claimed we had to ORDER A HOME PHONE LINE to get the $19.95 price. Really now assholes? According to the ABOVE and everything on THEIR OWN SITE I can get the $19.95 WITHOUT A HOME PHONE!! Talk about ILLEGAL BAIT AND SWITCH!

When I started to argue about the price and that $19.95 was clearly posted on the site "without a home phone" they got really snippy with me and told me that I must "not be on AT&T's website", I told them I was (as you can see above), then they started claiming I didn't know what I was talking about and must have mis-read. I don't know about you, but I CAN READ JUST FINE THANK YOU. Then another rep when I called the next day told me the price would be $19.95 then put me on hold and came back and told me the price was $34.95. When I asked her why she lied about the first price she told me "That promotion is not available in my area". REALLY now? I thought this was a NATION WIDE SITE. And why do they KEEP CHANGING THEIR STORY EVERY 5 MINUTES??? These people are LIARS with no morals!

2. It shouldn't take over 3 hours to get new (basic) DSL service to get setup over the phone!

These people farked up EVERY SINGLE POINT when it came to our order. I was starting to feel as if I was being punked or they were purposely trying to piss me off or something. It was that much of a hastle. We first submitted our order online (My husband did it under his name), then they send us an email with our supposed "order number" telling us we need to call in because our order didn't go thru for some reason. The order number they gave us was INVALID! They made it up or something because no one could find it in the system, the phone system didn't recognize it, etc. So where the hell did they get it from?

I called back the next day when they were open and spent over an hour on the phone before they figured out it was some sort of credit-check issue and they needed permssion to run a credit check or something? Never quite got the whole story. I ended up with an idiot by the name of "Tammy Alexander", I gave her all of my information and mentioned that we would like the account in both myself and my husband's name. I gave her my SS # when she asked for it and she told me that my SS # "didn't match my husband's" WAIT... WHAT? Of course my Social Security number doesn't "MATCH" my huband's number... we are not the same person. Is she really that stupid? Well apparently so because she refused to go any further with the order and told me I had to "start my order over" because of this "mis-match". It's hard to immagine someone that DUMB. She promptly pushed me to the very start with the automated phone teller that answers when you first call in! Then their system hung up on me! Really? I mean REALLY? By that point I had wasted over an hour of my time and had to start from scratch!

After banging my head on the desk for a while and calming myself so I wouldn't stab someone with sharp objects... I went ahead and called back. This time I put the entire order under MY NAME since apparently putting 2 people on the order was too much hard work for these imbiciles! I made it VERY clear during the order what I wanted, they even confirmed back to me that I was A: Bringing my own modem and B: gave me a brand new order number for their DSL Max Elite 6mb. They told me that they didn't need to access our new apartment to set it up (The first lady I spoke to about the previous order said we did need to let them in for some dumb reason). I told them flat out I wanted a self-install kit and I had my own equipment. Simple right? Not for these asshats.

I got a confirmation text on my phone with the order number and a link to check my order status. The next week day (All of the previous took place on Thurs-Friday) so on Monday I went to try to check the order status and their system kept saying it was an invalid order number.

So I wasted another HOUR lunchtime talking to these retards. I called and the lady today was rather rude, I asked for the status of my order and asked her what my REAL order number was since they already gave me 2 FAKE order numbers. She told me they shipped the modem and to expect it by Wednesday. WHAT?!?! What MODEM, I didn't ORDER A MODEM! She actually told me: "What did you expect in a self-install kit?" I told her NOT A DAMN MODEM and I did not authorize them to send me one and I would NOT PAY FOR ONE either (They charge a lot for their crap ass equipment). She told me to ship it back with the shipping label that will come in the box... um ok... what about my self-install kit since I have my own equipment? Well obviously she was an idiot. I asked for a tracking number and she dumped me over to someone else.

The next lady I talked to actually was a bit nicer and told me the other woman was INCORRECT in telling me "What did you expect in a self-install kit" and told me she would ship out the CORRECT SELF-INSTALL kit right away for me, but I still have to send their modem back that they will CHARGE me for! I told her i'm not paying a cent for it since I did not order it. She said I should have the correct kit by Wednesday... so I guess we'll wait and see.. I asked her for a real working order number and she gave me a completely different one than the last lady! Now I have 4 non-working order numbers and hopefully 1 working one? WTF? Did everyone at AT&T fall on their heads?

I asked to be compensated and the 2nd lady I spoke to AGREED that I should and since they didn't issue a bill yet that they would mark it on my account for my 1st bill. She transferred me to billing and about a minute into explaining what the previous lady had told me the guy HUNG UP ON ME! SERIOUSLY!! What is wrong with these people? That really is the last straw for me, I do not want to call these asshats ever again.

I.m sure they will screw up pleanty more! I haven't even turned on my SERVICE YET and they have completely HOSED UP EVERY STEP OF THE PROCESS! It's UNBELIEVABLE how one company can screw up this much stuff. Both me and my husband are livid and i'm ready to present my evidence to the Attorney General of Wisconsin and maybe get a lawyer involved.

I emailed their CEO and one of their customer service emails I found online... no response of course! They could CARE LESS ABOUT NEW CUSTOMERS!


I switched from DSL to a U-Verse hybrid account at the end of 2014 because it was faster AND it was cheaper than what we were paying. When I called into AT&T they said (several times) there was NO CHARGE for upgrading and there would be NO EQUIPMENT COSTS involved whatsoever. This was VERY clearly said SEVERAL times during the conversation. We agreed and they upgraded us.

  1. On 12/22/14 I called the U-Verse/DSL billing dept. and spoke with Damara (TB507G) because I had been waiting on my bills to be corrected from a previous call earlier in the month. I had received an email on 12/21/14 notifying me of an updated bill was ready to be viewed and assumed the bill had been corrected (Neither accounts had correct billing) and when I logged in to see my bill I could see it looked wrong (Still) and it looked like a late charge had been applied since it said “Overdue”.

I told Damara about the bill being messed up and that I was told NOT to pay my bill previously because AT&T acknowledged the fact it was screwed up and told me to WAIT for the corrected bill – which I received notification that a corrected bill came in on 12/21/14.

    1. Damara (TB507G) agreed to remove any late charges on the new U-Verse account (Account # 1XXXXXXX6) which amounted to $8.00.
    2. Damara (TB507G) gave me quite a bit of attitude, treated me as if I was stupid, and also said that using the word “Lawsuit” was inappropriate language and scolded me for using that word. (What?!)
    3. Damara (TB507G) gave me FALSE billing information – He had stated that the large amount that was on my new U-Verse account (Account # 1XXXXXXX6) was because it was “both my U-Verse bill and my cell phone bills were on that bill”. I found out on a later call that was completely incorrect and my cell phone bill was still on account (Account # 08XXXXXX0) and that the huge charge was due to an incorrect billing of a “equipment fee” that we should not have gotten, as we were told multiple times that there would be NO equipment fees or charges for upgrading our service to the “U-Verse” account. Feel free to listen to your recordings for both my original order and my conversation with “Damara”. It is obvious Damara (TB507G) doesn’t know how to read your bills correctly and should not be employed with your company.
Damara (TB507G) stated NOT to pay anything on the old account (Account # 08XXXXXX0)) because had had to escalate it to get the billing straightened out. This was the 2nd time I had been told this issue would be escalated and it was still wrong up to this point, as it was showing the data overages which NEVER OCCURRED on the account, our account was upgraded from the DSL (150gig/month) limit to the U-Verse (250gig/month) limit so the overage was a lie, nor did we receive any notifications that alerted us to this fact, so something is wrong with your data counter obviously.
  1. I had my husband take a look at the bill and try to figure out the mess they made and he said it looked wrong as well and all he was trying to do is make a payment. I told him to call in since Damara lied about our billing and maybe my husband could get a bit of honesty out of AT&T representatives. He called in around 12/26/14 and was told that the huge charge on the new U-Verse account (Account # 1XXXXXX6) was due to an equipment charge for a new modem. My husband told them that we were told that we were not supposed to pay for any modem as we were told by AT&T the upgrade to U-Verse was FREE with no equipment costs. The representative said they would “Escalate” this issue. We have not heard back any resolution at this point.
  2. On 12/30/14  I first spoke with a lady (Carol Anne) around 12 Noon and explained the rather lengthy story and she said she’d forward me over to a billing supervisor, my main purpose was to get my bill fixed and to post an official complaint against Damara (TB507G) for his outright lies regarding our bill. She attempted to but your end just kept ringing and ringing and no one picked up even after waiting 15+ Minutes for someone to pick up the phone!
  3. On 12/30/14 I ended up having to hang up and called back and it was around 12:30pm and spoke with Marlow, whom I told I already explained my story to the previous rep and that I was holding for a supervisor and no one picked up. He refused to believe me and pretty much treated me as if I was a liar and then hung up on me! I believe I got him the next time I called back as well because before the representative even said hello I was purposely hung up on again.
  4. On 12/30/14 I called back yet another time (Around 12:45pm) this time I spoke with a guy named “Phelina?” who was much nicer (and not so rude as Marlow was, whom should be fired by the way!) and Phelina got me to a tech support supervisor who was trying to get a hold of a billing supervisor for me (I believe the supervisor’s name was Ron). Around 1pm they told me they would call me back as soon as one was available since at this point I had been on the phone an HOUR trying to talk to a supervisor. He told me it was approximately a 10-15 minute wait time for them to get through the queue and they would call me back.
  5. On 12/30/14 -- I *Finally* got a call back at 2:30pm (While I was in the bathroom of course! God forbid I take a 2 minute bathroom break after waiting for an HOUR AND A HALF for you to call me back – obviously is wasn’t 10-15 minutes as promised) and they left a message saying they would attempt one more call back. NO CALLBACK WAS RECIEVED AFTER THIS! Apparently I now have to make sure to bring my PHONE with me into the toilet so I don't miss your first call. Way to go LYING ABOUT CALLING ME BACK!
  6. On 1/5/15 as Fruitless as it was, I attempted to speak to a supervisor again, first at 12:00 Noon, got hung up on because the first lady insisted she “Couldn’t hear me” (I don’t buy that for a second) and called back and spoke with Robina Mabatagal whom did transfer me to a supervisor but the supervisor’s phone (Yet again) just rang and rang and rang for 15+ minutes with no one picking up and your network eventually disconnected me.
  7. 1/5/15 - Ashley called me a little after 1pm CST in response to my poor survey grade I gave you. It’s pretty sad the only way I can get anyone from your organization to call me back properly is if I give your terrible company the lowest survey score possible. She said there was a “Short wait” to speak with a supervisor and they would call me back and conference me in as soon as one was available.
  8. 1/5/15 – As of 5pm CST I have not received any call back from either a billing supervisor or Ashley. It is painfully clear to me that you do not want me to speak to any supervisor about YOUR billing errors and do not value me as a customer. Since the billing department is closed by now, I doubt I will be hearing back from anyone today (Or in the near future).


AT&T has wasted MANY HOURS (Several Lunches) screwing me around and I still haven’t gotten to speak to a billing supervisor. FUCK THEM, I'm NOT paying them another cent until this is RESOLVED including compenstation!


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