I originally dealt with SBC Yahoo to host my business website. They offered a package deal with a shopping cart. When they were bought by AT&T, they changed the package, and I have been trying to cancel the shopping cart ever since, for more than a year. AT&T tells me they will transfer me to the web hosting department, which is really just Yahoo (I did not know that!). The average wait time before I hang up is 45 minutes to an hour, and the longest was three hours on hold before hanging up without ever talking to anyone! AT&T finally stayed on the line with me until they answered (after I canceled with them). It took nearly an hour for someone to pick up from their direct line. Then they told me I should have called Yahoo. How would I have known that? I bought it through SBC/AT&T and I pay AT&T, so I should be able to cancel through them.
The customer service rep, Josh, tells me he is aware of the 45-minute wait time but says that is average. I told him they need to hire more reps or get better service, and he tells me I am abusive. I asked him for his supervisor because all I want to do is cancel, and while he is still talking, he says it is a three to five day wait to get a call back from a supervisor! Get service!
I have also been overbilled by AT&T for the bundle package and have to call every month to have them fix it, after being on hold again.
Please just get your phone, web/web hosting and TV from someone else. It has become too frustrating dealing with them. You get one good customer service rep for every ten you have to deal with, and when you do get one, they can only do so much. If I were not so angry, I could probably be more articulate.
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