New Member
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1 Message
Ridiculous Hold Times
I’ve been a loyal ATT customer since 2016. It is now 2022. We had three lines open and eventually were able to move my sister to her own line. I’ve been on hold for 1 hour and 45 minutes and there is no end in sight. I originally went to a store location to close down the line and was informed that they were unable to close down lines and forwarded me the correct phone number to call. After almost two hours, Im currently considering fully switching companies. This is UNREASONABLE. Any normal person with a busy life cannot sit on hold for 2+ hours. We sign a contract with ATT with the suggested idea that our business is important. It is more expensive to resign a new customer. I’m incredibly disappointed with the customer service. We live in a capitalist society with a huge variety of companies to choose from. It’s ATT’s job to make their company a better option than any other company and right now I’m wondering why I ever signed up with a company with such little regard for its customer base. My question is simply this, how are you going to improve your system for customer service?
ATTHelp
Community Support
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225.8K Messages
2 years ago
Thank you for reaching out to us with this valuable feedback @Taylorvickers.
We're very sorry to hear about your wait time. We understand how valuable your time is and we'll be escalating this concern to the appropriate department.
Going forward, please feel free to reach out to us here in on the community forum to avoid hold times on the phone. A specialist will be able to set up a time to call you that's convenient for you.
We also want to ensure that you were ultimately able to get your issue fully resolved. If not, please let us know and we'll be happy to take care of that for you here.
Darais, AT&T Community Specialist
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MicCheck
ACE - Expert
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13.7K Messages
2 years ago
Did your sister keep the same phone number with the new provider? If so, there's nothing to cancel because the number would have been ported out, automatically cancelling that line with AT&T.
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jgsailor
New Member
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3 Messages
1 year ago
They do this deliberately, so that customers get frustrated and just give up. Call the executive office, and they'll get through the (Edited per community guidelines).. 800-791-6661.
(edited)
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jgsailor
New Member
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3 Messages
1 year ago
They do this deliberately, so that you get frustrated and give up. Call the executive office, and they'll probably sort things out. 800-791-6661
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JKS_2812
New Member
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1 Message
1 year ago
I called AT&T regarding a problem with our company's bill yesterday at 1:30. They told me to leave my number for a callback. I left my number, the call was returned at 8:00 this morning, and I was told to hold for a representative. Ninety minutes later, after my company phone was tied up for all this time, and NEVER receiving an answer I had to hang up. I immediately called at 9:30 and left my cell number and was told the wait times were about an hour. Two and a half hours later I got a call back. and was told to hold for a representative. I have now been on hold for 58 minutes on a call back!! This is my 4th call to correct a billing error on AT&T's part. Worst Service Ever!
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henry911s
1 Message
5 months ago
The hold times are ridiculous. I've been an hour on the phone and nobody has picked up & at the beginning of the call it was supposed to be 15 minutes. I have a new internet device and it is not working properly. I'm changing this tomorrow.
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