Helen of Marlowe's Blog

Don’t do business with AT&T

Posted in "North Carolina", corporatocracy by helenofmarlowe on August 9, 2019

I’ve been trying, off and on for days, to cancel my landline.

Today, I’ve been on hold for 1 hour, 16 minutes, 08 seconds.

They tell me to continue holding, or use att.com/myattapp

 

After you tell them what you want – to cancel your service, here is what you get

 

ScreenshotATTLots of options for why you should change your mind, but nothing – nothing – to actually cancel.

The phone number they give is not answered.   Yesterday, I stayed on hold until my battery ran out.

Don’t do business with AT&T unless you’re sure you’ll want to keep your account for the rest of your life, because you won’t be able to cancel it.

 

 

 

 

 

 

 

 

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11 Responses

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  1. Robert A. Vella said, on August 9, 2019 at 5:58 pm

    You might consider pursuing legal action and/or filing a complaint with the Federal Communications Commission, the Federal Trade Commission, or a similar state agency.

  2. Jim Wheeler said, on August 10, 2019 at 9:04 am

    I feel your pain, Helen. It’s a developing trend. I had occasion to call Amazon the other day and couldn’t locate a phone number to call. Fortunately, I found I did have the number from a couple years ago and it was, surprisingly, answered promptly by a nice lady. Sounded like she was Filipina.

    My contacts list has several numbers for AT&T. It includes:

    Main number: 800.585.7928
    Payments 800.616.1171
    Internet 877.722.3755
    Repair 800.246.8464

    I hope you will let us know how this came out.

  3. helenofmarlowe said, on August 13, 2019 at 1:10 pm

    Jim, thank you – I tried the first number you list
    11:06 a.m.
    After telling robot I want to cancel the service, the robot asks,
    Are you moving to a new address?
    No
    All our representatives are busy. You call will be answered in about 3 minutes.
    11:31
    If you want to make changes to your service, go to
    att.com/myattapp
    various messages about how i can get more services, how I can sign up for new features… etc….
    11:44
    Thanks for your patience. You can go to att.com/myattapp to order new service or change existing service

    This is the same robot/same info I get when I call 800.288.2020 (from their How-to-cancel web page)

    To view or change your service or pay your bills, go to
    att.com/myattapp

    Now here’s what happens
    Cancel service is not one of the options, so I type in the search, Cancel service
    I get
    Are you sure you want to cancel? We hate to see you go! Maybe consider these other options:
    If you have enough curiosity, go to the page …
    Oh, and don’t be fooled by the “Live Chat” option. Before you get to chat, you have to choose from a drop-down menu telling them what you want to chat about. “Cancel” is not an option.

    12:48
    Battery on handset ran out. Call dropped.

    I think the only solution is to stop paying the bill.
    That of course leads to a fine, late fees, and a report on credit report.

    Oh
    and PS
    I also have tried to find a phone # for Amazon. I gave up on that one, too.

    • Jim Wheeler said, on August 13, 2019 at 5:32 pm

      Amazon customer service is at:
      206.922.0880

      I will think some more about the other problem. 😳

  4. Jim Wheeler said, on August 14, 2019 at 3:51 pm

    Helen, I was successful just now in reaching an ATT human being and asked her the question. She said you need to contact their “Combined Billing” department. Call 800.288.2020 and be ready to give the automated system your account number from your bill. (I hope this is not the same number you’ve been using.) The number I used was 800.585.7928. Good luck!!

    • helenofmarlowe said, on August 14, 2019 at 8:00 pm

      Yep, thats the number they tell you to call. A robot asks what phone number (which is your account number) and then an hour or two later, there’s nothing to do but give up.

      • Jim Wheeler said, on August 14, 2019 at 9:42 pm

        You might try the number listed for the Internet. I want to talk to you mentioned trying that.

      • Jim Wheeler said, on August 14, 2019 at 9:43 pm

        The woman I talked to mentioned that.

      • Jim Wheeler said, on August 19, 2019 at 4:18 pm

        Helen, I just spoke with an AT&T person who said the landline department can be reached directly at 1-800-737-2478. I reached her by dialing 611, just for info. Let me know if this one works!

        Jim

  5. helenofmarlowe said, on August 20, 2019 at 12:38 pm

    Epilogue:
    A few days ago, I sent a Q to AskSam in our local newspaper. They contacted AT&T.
    AT&T called me and offered to stop service at the end of the billing cycle.
    Perfect outcome. Thanks Jim for your interest. I hope to see a brand new blog post from you soon.
    We all seem to be slowing down.
    Helen


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