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Jtcatalyst's profile

New Member

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2 Messages

Sun, Aug 28, 2022 1:25 PM

AT&T customer service (Edited per community guidelines)

Why don’t employees have control… I don’t understand how the real employee in my city at my store can’t terminate my account. After hours and hours of being transferred and transferred… Supervisors hanging up on me! I decided to just go to the store and was told they don’t have the authority to do anything I have to call customers!! What is wrong with this picture!

sandblaster

ACE - Expert

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60.9K Messages

3 months ago

Stores exist to sell products and services, not to cancel accounts or handle other billing issues. Now there is no excuse for having to spend hours and hours on the phone but a store simply can’t cancel. You must call to cancel. If calls aren’t getting results, file an FCC complaint.

New Member

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2 Messages

3 months ago

As quickly as you responded I’m sure you were hired by AT&T! And you’re telling me I got a call someone in some other country to cancel my account and you don’t allow store staff The freedom did you customer service is a pri!

schleiff

New Member

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51 Messages

3 months ago

@sandblaster  Did you really just tell someone to file an FCC complaint? We live in a country right now where our federal government is in an Alzheimer state. Have you seen officials in our government over the past year and a half. The FCC is not going to do anything. ATT should be a company that takes pride and hires employees that have a clue about what their own products are doing. How to fix problems within their own software programs that they put out there for customers to use should be a first priority. We should not have to be contacting the FCC because ATT software stinks. What do you think they will say, what do you actually think they will do? Oooh, please cancel joe the plumber's account, as if they really care. Come on. Really.

sandblaster

ACE - Expert

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60.9K Messages

3 months ago

@schleiff Yes, I encouraged them to file an FCC complaint. The FCC doesn’t do anything other than forward the complaint to ATT who must then respond within 30 days. The point of the complaint is to get a response from ATT corporate, not for the FCC to take any action. 

@Jtcatalyst I do not work for ATT. As for responding so quickly, what about it? I happened to see your post and responded. Do you honestly think an ATT employee would tell you to file an FCC complaint? No reason for you to be rude. 

schleiff

New Member

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51 Messages

3 months ago

@sandblaster And when ATT responds within 30 days, what do folks do while they are waiting. If someone was going to take the FCC route, the better way would be to file a (Edited per community guidelines) (Edited per community guidelines). ATT is big enough that the service could be considered a public utility, and even if they are not considered a public utility, a (Edited per community guidelines) would really get someone's attention. There should be a forum that encourages folks to join for a (Edited per community guidelines) (Edited per community guidelines) against ATT for failure to properly maintain their email programming and the security with it.

(edited)

ACE - Sage

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102K Messages

3 months ago

There are only two ways to cancel postpaid accounts from at&t, verizon, and T-Mobile, and other smaller postpaid carriers like Republic.

1.  Port the numbers out.

2.   Call the carrier.

Postpaid carriers do not permit canceling phone lines in corporate stores, or authorized retailers.

Look it up on the other carriers websites.

ACE - Sage

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102K Messages

3 months ago

@Jtcatalyst

When you call AT&T you get the automated phone tree. When you use the keywords cancel service you are automatically forwarded to the loyalty department which is in the United States. Do not assume that someone with a strong accent is not a US resident, and in the USA.

ACE - Sage

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102K Messages

3 months ago

@schleiff

A complaint to either the FCC or the Better Business Bureau is a free online complaint that takes about 2 minutes to fill out. The complaint is forwarded back to upper management of the company you are complaining about. 

   Then it's on the company to respond within 30 days. 

    This is advice we hand out here on the Forum all the time. Response from AT&T to  Better Business Bureau and FCC complaints are often the same day, but almost always within 2 days.

ACE - Sage

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102K Messages

3 months ago

@schleiff

You might want to review the community guidelines on what you can and cannot post, and what can lead to a ban if you violate the guidelines.  Like word filter avoidance.

https://www.att.com/legal/terms.forumguidelines.html

schleiff

New Member

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51 Messages

3 months ago

@formerlyknownas regardless whether someone mistakenly assumes someone with a strong accent is or is not a resident of the USA may be a comment that someone might make, but I will say, that any call originating with a USA phone number to customer service, should be answered by someone who speaks and understands english very well, if someone calling does not speak english, then they should be offered to be transferred to someone who speaks their language if available. The default should not be the opposite. If I speak english as does the majority of the US ATT should have folks answering the phone with proper english speaking reps. It is frustrating enough that you have to continue to ask the CS rep to repeat or slow down, when you are the client/consumer. Then have to ask to get transferred to someone who speaks proper understandable english, as apposed to someone with a heavy accent as a customer asking if there is a rep who speaks "xyz". Where the latter is not so insulting, but the former is.

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