I tried, in December 2012, to add a line to my AT&T Wireless account. I had never had any problems regarding this before, and so I never expected a problem to arise. However, when I went to add a line to my account utilizing the website online order section, the order went through, but immediately bounced back, and auto-cancelled the order, stating 'more information was needed' and that I would have to go into an AT&T store. I SUFFERED A LOSS OF TRANSPORTATION due to Hurricane Sandy, and reported this as such, and they did not care. They treated me like vermin on the phone, in website chat, you name it. They habitually lied to me and gave me the runaround, and then I decided to leave the company, and ported my main number over to Verizon.
I then filed a Better Business Bureau complaint, Atlanta BBB Case# 27282456, explaining all this. THe Better Business Bureau then forwarded my case to them, after which a rep from one of their higher up departments responded, stating they had repeatedly tried contacting me by phone, but they never did, as I never received any calls. They even went on to lie about the circumstances of my complaint, stating I had failed credit security questions asked to me, despite the fact that given that the initial order was placed on the AT&T website, their system is not set up to ask any questions of that nature, so I was not asked any.
As part of my complaint, I asked that my account be terminated with no ETF fees. They refused. I stated my disdain in a rebuttal via the BBB. They again responded lying about having contacted me, and repeatedly stated that NO ETF fees would be waived, but did so in a way that treated me like I was vermin for not wanting to be screwed by them, so I investigated online and discovered countless other customer nightmares about people enduring similar situations with atrocious AT&T customer service, and royal screwjobs by AT&T. I then sent another rebuttal to the BBB and called the AT&T Office of the President at (800) 283-6407, upon which the rep there treated me with even more disrespect, and moreover again refused to waive ETF fees or show ANY concern as to customer satisfaction. Terminated account, and plan to take whatever action I can.
NOTE: One of my phones with AT&T was an iPhone 5. Soon after the iPhone 5 came out there were reports of a massive problem with the phones and service in regards to data hogging, in that a couple days' normal data usage could eat up a 5GB data plan instantly. Verizon fixed this issue, AT&T did not, and I even reported this to them, that they were not fulfilling their promise as part of the contract to provide the level of service they advertised, and tried getting ETF fees waived for that issue, but nope. Plausible Deniablility across the board. They still refused, treated me like excrement, and even denied there was a problem to begin with. They continually stonewalled me, from Customer Service to Internet Orders Department on up the line to Office of the President, and ran me around in circles and screwed me over in countless ways and scammed me.
DO NOT DO BUSINESS WITH AT&T WIRELESS NO MATTER WHAT!! If you value your sanity, BOYCOTT AT&T WIRELESS!!!