I run a small business for which we used AT&T For Small Business for approximately 2 years. We were led to believe that their "combo" package which advertises discount savings if we bundle our Internet and Local & Long Distance Phone services.
After speaking with several customer service representatives with AT&T regarding high bills not adding up, we were continuously told that their prices were very competitive and the best there was out there. Paying $200-$300 a month for phone and Internet did not seem like a good deal to me, but we stuck with them due to our contract but told them on the phone several times we wanted to cancel at the end of the term as we would take our business elsewhere. So the 1st year expires and I call them a few months into our 2nd year with them to let them know I have found a cheaper phone / Internet plan and desire to take our services to them, to which AT&T replies that a new 1-year contract has already been started and I would have to pay Early Termination Fees in order to cancel. I try to stay reasonable and level headed questioning why they would do this when I specifically told them I would not like to continue service with them after my 1st year contract was up.
After spending roughly an hour and a half on the phone being transferred back and forth b/w departments and managers, I feel it is best for me to just wait out the 2nd year. I specifically tell them to notate my file that I will NOT be renewing my contract for the 3rd year and to take me off auto-renew to which the AT&T representative tells me that is fine.
1-2 months before my 2nd year contract expires, I receive a sales call from AT&T with the pitch of some 50/50 deal they are running to get me to sign up for a 3rd year contract. "Oh no you don't. Not this shenanigan again" I think. I tell them I will NOT be renewing my contract, I will not be auto-renewing, and I will be cancelling out my service with AT&T. I do not need any bargain to trick me into renewing a 2-year agreement with AT&T.
I keep the conversation as short as possible with the sales representative from AT&T and tell them to cancel my service once it is up. The representative leads me to believe that my phone and Internet service will stop completely upon final day with them without proper notice or anything.
To prevent this kind of mishap, I prepare myself with another Phone/Internet service provider to hopefully overlap and not leave me without service. Please note, even 1 day without Internet and phone pretty much shuts our business down.
Little did I know that by switching services over, I would be automatically cancelling out my AT&T service and then hit with a huge (over $600 Early Termination Fee). I call AT&T to ensure this doesn't happen, to which I am told that the ETF will be taken care of as this was not an intentional early termination.
Few months pass, I am sent a final bill stating my account balance is zeroed out. I think everything is ok. A few weeks pass, I am sent another bill with a $300 charge. I call in to dispute the charge to which I am told will be taken care of and that the issue is resolved. A month or so passes, I am sent a collection notice for $600. I dispute the charge and resolve the issue again with another manager. Just a few days ago, I am sent another collection notice from a 3rd party. I attempt to resolved the issue with AT&T again, but being so irritated and aggravated at this point, I decide that if the situation is not resolved properly, and I do not receive written notice of this resolution, I will be switching not only my home phone service, but my parents 2 other business phone services that are with AT&T as well as my Wireless Phone services which are currently in contract with AT&T (but will not renew and move to Verizon or other phone service provider).
In short, I would like this review to hopefully help and properly warn all people who are considering AT&T or are currently with AT&T to think twice. Their wayward tactics to keep customers and overcharge customers is truly fraudulent in my humble opinion and I am truly amazed at how their inability to resolve a situation which was a few hundred dollars has led them to lose so much more (ie. My home account with AT&T, 2 other business accounts with AT&T, and 2 Wireless Phone service accounts with AT&T Wireless). I am just that mad and fed up with them.
P.S. I have been a customer of AT&T for over 15 years. I have seen the good/the bad/the buy out of Cingular/the buyback of Cingular and stuck it through with them. Please note I am writing this review as a "last straw that broke the camel's back" type of attitude and really want others to know about my ridiculous experiences with them. I will write more reviews re: my other negative experiences as soon as time allows. I have dealt with plenty of other negative AT&T experiences, but came to somewhat reasonable solutions so did not take my complaints with them to this level. I am really just that fed up, and will let others know about AT&T's unfair and tricky practices.
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