Why Won't Anyone At AT&T Answer The DSL Cancellation Line?

Most phone/cable/internet providers make it a pain in the butt to cancel service, requiring that you call a specific number during certain hours. But the folks at AT&T DSL seem to be going a step further by not even answering the phone when a customer calls up to cancel.

Consumerist reader A.D. says one needs “the patience of Job” when attempting to cancel AT&T DSL service.

“Tell AT&T you want to cancel your service and you are put on what appears to be indefinite hold,” he writes. “I’ve been on hold three times for an hour-plus, at which point either my cellphone battery or fighting spirit dies.”

Doing a bit of research, A.D. found that he’s not the only one who has been tossed into customer service limbo by AT&T’s cancellation department.

Just a quick look at AT&T’s own forums found this thread and this one, both where customers complain about AT&T’s inability to pick up its own phone.

Here’s one sample:

I have been trying to cancel my for service days. I waited on hold for over an hour for three days straight. Two times I was disconnected and then when I finally got through they couldn’t find my account. They have billed me and I have paid and they can’t find my account. I don’t know what to do. I don’t want to ruin my credit but what other choice do I have.

And another:

I have been hung up on three times and have been on hold for 15 minutes this time…so far no hang up….This is ridiculous. This is the WORST customer service I have EVER experienced from a telecom company.

I am the decision maker with regards to cell phones I will take this experience into consideration when I choose who our next contract goes to…Sprint is looking good right now….

A.D. believes this sort of behavior on AT&T’s part may merit a class-action lawsuit. Unfortunately, Darth Stephenson pulled a Jedi mind trick on the Supreme Court last summer and got them to rule that the mandatory binding arbitration clauses in its contracts can be used to block class-action status for customer complaints.