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wgfisher's profile



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Thursday, April 18th, 2019 3:38 AM

After 7 hours on hold, and a very rude chat supervisor, why can't I cancel my service?

I've truly never had a worse customer service experience in my life. I have tried 4 times to cancel my service. Each time I've waited over 2 hours to speak with someone. 3 of those times I had to hang up before getting the chance, because... I have a life and responsibilities. Tonight, I finally got a live person to help me - not on the phone of course - on chat. I'll take it. However, Supervisor Daryl very matter of factly informed me that I needed to call customer service to cancel, RIGHT AFTER he told me I could hang up the phone because he'd be able to help me out. He was fully aware that I was trying to cancel my service. I had already been waiting on hold for 45 minutes! Back to square one. So that's a total of almost 7 hours on hold with 0% progress. I'm ready to "mobilize my world" as far away from ATT as possible. I still need to cancel my service. I am moving at the end of the month. I also would love to be refunded for the last 2 months of service, since that's how long I've been trying to cancel, and that's how long my TV has been broken. I have a feeling that's as likely to happen as a magic genie granting me 3 wishes, so I'll just take cancelling my service when I move. Can you tell I'm mad?

Community Support


225.6K Messages

5 years ago

Hello, @wgfisher.

We understand the frustration that can be caused by waiting on hold and being treated the way you were over live chat. We don't want that to be the type of experience we provide when you reach out to our customer service team for any reason, and we appreciate your feedback.

With that being said, we'd be more than happy to assist you here. In order to do so, we'll be sending you a private message to get more information. You can view and respond to the private message in your Forum's Inbox.

John, AT&T Community Specialist

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