AT&T
reviews and complaints

As a customer for over 3 years, I am sad to say I will no longer be using ATT as my internet and TV provider. I was promised a price reduction when I called in early June and for the past two bills the price went up twice. I just got off the phone to ask about this and was not pleased with the customer service I was provided. Vanessa from San Antonio did not meet my needs as a customer and was in no affected in the fact ATT was going to lose a loyal customer. She spent as much time explaining how to return my equipment and the procedures of disconnecting as she did helping me resolve the issues of my bill. Let me make this perfectly clear, I do not want to leave ATT. I called in to get my issues resolved but hanged up the phone feeling so disrespected and unwanted. I was told I had to pay the full amount of the bill, my cycle ends August 9th. I am hoping someone will reach out and correct this situation by then. If not, I will have to figure other options. You may reach out to me at [protected]@yahoo.com. Thank you for listening.

On Monday, July 18 I called AT&T to have a simple landline installed in my dad‘s assisted living apartment. The representative insisted that I had to take Internet with the landline even though there is already Internet in his facility. After scheduling the service and speaking to the people at the facility I was told that he does not have to take Internet. I called back to cancel the Internet the day of the service and even though the technician who was there to hook up the service was standing in the room with me, they would not let me cancel the Internet part of the service. I had to cancel the entire thing and then reschedule just for the landline. The technician told me to ask for P. O. T. S. which stands for plain old telephone service. I was finally able to speak to somebody in San Diego who is able to help me with this line. I do not appreciate that they are up-selling from their offshore customer service reps. This has taken so much of my time and they are very unhelpful. The person in San Diego was very helpful! I would suggest that you do not call the number on the Internet, but rather call 877–250–4777 and speak to someone in America. P.O.T.S. Is not available in all areas but it certainly was in my dad‘s facility and they conveniently left that information off so they could double the cost of his bill. It’s extortion!

Trying to confirm the cancelation of our home phone/internet service.

Simple request: Please cancel home phone and internet service.

Called 7 times over 4 months. Still received bills after multiple confirmations that the account was canceled.

Passed around at least 20 different AT&T agents in multiple departments. Each agent was less helpful than the next. All they need to do is look at my account and confirm it is closed. That's it.

Today's call is so far almost 2 hours and still no help or solution. Just transferred to 9th supervisor.

We canceled the service but are still getting bills. I need AT&T to confirm that the service is canceled, but the nightmare of their insane "support" system makes leaving this junk company worse than a divorce.

AT&T is officially the worst company ever.

I have had att for 4 months. I had constant issues. Staring with billing. I was put on a plan I didn’t choose (more expensive). Charge for insurance I said no too. Charged for a month before I had service. I had it corrected after many escations office of the president calls; never answers) can’t call backs from att.

I have an elderly mom and a medical device I need a working phone!

Att has no customer service!

I've had my mobile hotspot for years and as of the last two years it has not been working as good as it did before. Everytime I call and try to get a new device they try and give me the run around. I need a new device and have my old plan which is the 250gbs. Which is why they are saying now that I can't get another device to use this plan with. I need it fixed now or reimbursed for the last two years.

In June 2022, I made a payment arrangement for ATT. The morning of the payment I did not see it go through so I put it on my debit card. ATT deducted another payment later that day. So I called them and had them reverse one charge. About a week later ATT called and said I missed my April payment and I needed to make a payment agreement. I did for July 5th and later on I checked , and I did make my April payment. I called to cancel the payment agreement and they said it was cancelled. Today 7/7/22, they suspended my service,claiming no other arraignment was set and bill is past due. I always pay around the 10th or 11th of each month. They changed it because I pulled back that one payment?

Why did he say I was a month behind, when I was not, why did he say I missed my April payment. When I did not? The reason the July 5th arraignment was made was because he said I was a month behind. I checked later on. I was not.

I spoke with a supervisor and asked to pay July 11th or 12th, because I use my phone for work. It was there error about the missing April 22 payment.

AT&T

Acct#[protected] 594

The above account # was an old fax number that was associated with our office that burned down on September 24, 2012. We moved to a new office approx. 7 miles from the burned office. We were told by ATT that the fax number we had at the old office could be kept and they would port over the line. We then received a new fax number and able to keep the old number. The original fax number has not worked sine 9/24/2012.

We had called on this issue several times, asking about the bill we kept getting, we told several times that the number was a working faxing line located at the office complex that had burned to the ground. At this point we assumed that based on the calls we placed with ATT that this was the bill for our working fax line at our new office. This bill recently went from approx $89 to $400 then $600 then $800 we called several times about this and no one could explain it. Finally we were able to get someone to figure out that this was not a working line and that our fax was actually being handled by Comcast. Our current office complex only uses Comcast for internet and fax lines. We wrote a letter to the ATT business complaints and have been talking with someone with in the complaint unit. They have stated that they have no records of any calls that we placed during the course of 10 years. Only the call we most recently placed. They have no interest in refunding any monies we have paid for over 10yrs. They said because they have no records or documentation they will not return or refund. This total we have paid is in excess of $20,000.00. The line was never working and at a office complex that is burned to the ground, it is any empty dirt lot. They said it is not there job to know if the line is working or not. Even though we called several times with questions about the account.

Thank you Parisi Insurance Agency Jo-D Parisi owner [protected]

I have a problem with AT&T wireless. They cut my service and I lost about 240 dollars. I only use my cell phone when I need to when I am outside my condo as I do not get cell phone inside. I rarely use my cell phone, so I did not see the alert. even if I did see the alert I would not have been overly concern as they have my Discover card and they have routinely automatically charged my card. When I talked to the service person, he admitted that my card was on file. We checked the information on the card, it was up to date. Now I have to renew my account every 30days, a dollar plus taxes If I forget I lose what they gave me. I asked and they said that they could not automatically charge my card. I was given a hundred dollar back, as that was all the supervisor could do. I called the wireless phone number on June 30th about 2:30 pm Sincerely Linda Tratnick [protected]

I was send to collection for not returning my equipment to AT&T; However I have an email from AT&T and FEDEX i have returned their equipment with date and time stamp on it. AT&T will consider this their 30 day warning to resolve this issue with me or else we will settle this in court once i file a law suit with them and the collection company ERC. account number [protected]. Before you accuse me of money owing to you, you must prove i owe you first. 07/04/2022 - 08/03/2022 is AT&T expiration date to resolve this issue. You have my phone number and address including my email..

On June 14th, I called AT&T to inquire about the cost of of going from Verizon to AT&T. After speaking with 2 customer service representatives I realized that my Verizon phones were not paid off and I could not proceed with the process. I told the customer service rep that I wanted to stop the process until I paid off my phones through Verizon. I then informed the representative that once I completed everything I would go into an ATT store to complete the process. I thought it was dropped then when the customer service representative agreed with me.

Fast forward to yesterday, I received a bill in the mail for 250.82 for new account, two brand new phone lines, two phone numbers and services that started on June 14. I did not authorize this at all. The bill consists of activation fees and unlimited premium for two phone lines that I never authorized ATT to open an account. This is truely unprofessional on the companies part. Why would anyone in their right mind pay for services they never agreed upon. Especially since I have Verizon phone plans and 2 phone numbers I have had for over 15 years.

I am an active duly military service member that doesn’t take this lightly and I feel they have taken advantage of me on the phone.

Hello

I want to tell a little story about our experience with AT$T.

We used to live in Minnesota and for over 20 years had Direct TV service.

We live on a modest S/S income and had to budget carefully to be able to pay the bills. AT&T monthly charges every few months went up when contacting the “Loyalty Department” the increased amount was lowered a little as a big favor for being customers for so many years but hat did not mean our monthly fee went back to what it was, it was always still more than we previously paid.

So when we moved to Florida, we resolve to never again have AT& T as a provider for any service, but against our better judgment we signed up for the wireless phone service, the sales person assured us that for 2 phones we will pay $65. a month and not a penny more, we specifically asked if there are any hidden charges and he and his Supervisor said none. We did ask for a written agreement but were told that we will get it in the email, that never came. We were also `told that the sim-card will arrive 2 days delivery in brand new phones, I repeatedly said that we just purchased I-phones and do not need new phones, just the sim-card but the sales person insisted these are free and when I said I don't need even free, were told this is the way it works and throw these new phones or give them away if we have no need for them. Lo and behold when these phones arrived we took out the sim-cards and put these phones in the closet.

At the time we were asked to pay $35.00 to initiate the service, we were told that the first bill will be a “little” more that sounded reasonable but that “little more turned out into a bill for $210. Ok we resigned ourselves and paid that amount looking forward to paying $65.00 dollars monthly. However when the next month bill arrived, it was $85.00 and that is when we realized

as usual At&T taking us to the “cleaners” We paid the bill and immediately called to cancel the service, no one said anything about that we owe any money or that we should return the phones.

So the “savings' cost us for 2 months $430.

One would think that that is the end but all of a sudden we received an email saying that we owe $456.00 without explanation what for so I called again and it turned out according to the Representative on the other line, it was the charge for these “free” phones. However he said if you stop at any AT&T stores and return these phones, the charge will be removed.

We immediately went to the nearest store and there had an other surprise, the store refused to take these phones because they did not come from the store but after a bit of negotiations the store called someone, maybe the Headquarters, they provided a label and the very next day, we sent these phones via USPS. Today we received a letter that saying that they were sorry to see us go but the service should we decide to return will be available for 60 days, but as it stands now we are past due $456.60. First we found out just a few days ago that we apparently owe that amount as we were not aware of the charge for these “free” phones. Second we did return these phones brand new as we never even took them out of the boxes, except the AT&T Sales Manager at Sam's Club where we were duped into that deal, removed the sim-cards and placed them in out I-phones.

So the reason I am writing all of the above is to let everyone know what a deceiving practices AT&T uses lying to vulnerable people, especially Senior Citizens.

We intend this letter go to the Attorney General as well as on the internet so other people would be aware and never, ever subscribe to any AT&T services. We are now paying $65. for 2 phones to Spectrum and the service is very good. We also have our TV and Internet thru Spectrum and the fee for each service exactly what they said it would be.

Sincerely, Anna and Isaak Zolo

Hello, I called customer service on Saturday June, 25th at 9:45 a.m. (the call lasted 25 mins) about my bill increase. She explained that there has been an increase in your plan in June and we emailed you about it. I have never received a mail nor an email stating the changes in my bill. I asked her to resend the email since she said we emailed you about the changes in May. She said she was not able to do so. I asked to speak to the supervisor and she said that the supervisor is on the other line. I told her I will hold the phone until he/she becomes available. She hung up on me and never called me back. This is absolutely a horrible customer service. I also think that you should not take advantage of your customers and increase their bill without notifying them. Absolutely poor customer service.

Aat&t erie pa buffalo rd store billed iphone aple watchphone1900dollar shut off service creidt hit 1900$ no service refund new bank card send chech address 239e12thst erie pa 16503 ericcaldwellssn169585688 020861 phila pa fromjune no dission from you filed in phila 302n13thst 19107 hi ittsericcaldwell is a dission yet

I have been trying to resolve an unfinished service line install for a month now. the coax/cable is still lying on the ground from the service point to my house. Every time I try to speak or chat with customer service about the issue, I get transferred time and time again and even transferred to a supervisor only to have to keep answering the same questions unrelated to my issue. No one with customer service has helped. They seem not to be able to comprehend or just could care less. I have spent over 10 hours on the phone and live chat been disconnected by customer service several times on purpose.

It seems that no one with at&t can think beyond the poor training they receive and or just really don't care.

Here is a example of a copied chat.

Chat with AT&T

Good morning!

Friday 11:52 AM

AT&T 11:10 AM

Hi, I'm your AT&T automated assistant. How can I help you today?

11:11 AM

trying to verify my appointment with a tech for today

AT&T 11:11 AM

Here’s how to check your appointment status or change it online:

For repair appointments, sign in to Troubleshoot & Resolve.

If you’re getting new service or equipment installed, sign I need the Order Management Hub.

Helpful?

AT&T 11:11 AM

Sorry to hear about that! Let me know if I can help with something else.

11:12 AM

live chat

AT&T 11:12 AM

Choose a topic to chat about:

11:12 AM

live chat

AT&T 11:12 AM

Let me try connecting you with someone who can get you the help you need.

You’re in line! Stay close to your device and we’ll update you soon.

While you wait, check out these self-service options. And don’t worry we’ll hold your place.

Use the myAT&T app to pay your bill, change your plan & more

Find step-by-step fixes for common issues

Learn more: 5G availability and capable phones

Ask a question in AT&T Community Forums

Connected to live agent

Jerald's here to help!

Jerald 11:15 AM

Thank you for contacting AT&T. My name is Jerald . I'm happy to help.

Jerald 11:16 AM

Hello, How may I assist you today ?

11:17 AM

thanks trying to verify that my appointment with the AT&T tech is still on for today

Jerald 11:17 AM

I understand your concern regarding the tech appointment , let me check that for you

11:18 AM

waiting

Jerald 11:20 AM

In this case no need to worry , As we are from the Internet billing team we have limited access to check on it however we have dedicated Tech team who having access to get this issue resolved straightway.

Jerald 11:20 AM

to make sure you are happy about the resolution from my end, I am going an extra mile for you.

Jerald 11:20 AM

Please let my supervisor call you and connect you to our Tech team, now itself while you are on the chat with me, for us to ensure we were able to handle your concern completely.

Jerald 11:20 AM

Does that sound good ?

11:22 AM

please I have been trying to resolve this issue for almost a month now and have spent at least 10 hours on the phone with AT&T

Jerald 11:22 AM

Sorry to hear that ,No worries I'll connect your with our tech team on chat itself

Jerald 11:22 AM

Please stay on chat while I'm connecting with them .

11:22 AM

ok

Jerald transferred chat to Diana

Diana's here to help!

Diana 11:23 AM

Hello! Thank you for contacting U-verse tech Support. My name is Diana. I'll be happy to assist you.

Diana 11:23 AM

I can see you were chatting with a previous representative, please allow me a minute while I check previous interaction so you don't have to repeat yourself

11:25 AM

good deal. I just need to verify that the tech will be out today to complete the installation.

Diana 11:25 AM

I understand you're chatting us because you want to confirm an appt scheduled for today. I can help you with that!

Diana 11:25 AM

Could you please provide the four digit passcode associated with this account?

11:25 AM

1661

Diana 11:26 AM

Thank you! Already checking

Diana 11:28 AM

Can I know if ou recieved equipment and you're waiting for the tech in order to install it?

11:31 AM

already installed and permanent line is ready to be hooked up. running on temp line for almost a month now and have had the neighbor up in arms with me because it is on top of his yard as well. its already been cut once.

Diana 11:33 AM

Oh, I get you. You mean bury wire service. Estimated completion date is today, timeframes are 8:00am-8:00pm. If you agree I can schedule a follow up for tomorrow to make sure if tech arrived in order to bury it

Diana 11:35 AM

Just checking to see if you are there so we can continue.

11:35 AM

please understand, the permanent line is finally buried but still running on temp line. need. the appointment for today should be to connect the newly buried line,

can't you just check on an order that should have been already generated?

Diana 11:37 AM

Your satisfaction is my top priority and I will involve my supervisor to personally take care of your case. Please stay connected while I connect you over

Diana transferred chat to Karla

Karla's here to help!

Karla 11:37 AM

Hello

11:38 AM

hello

Karla 11:38 AM

my name is Karla supervisor on duty, I will be happy to assist you, allow me a moment to review your request please

11:38 AM

ok

are you still there?

Karla 11:42 AM

Thank you for waiting, nice to chat with you Brent, I can see you're contacting us due to it was scheduled a technician for today to connect line, am I right?

11:42 AM

yes

Karla 11:44 AM

Thank you for confirming, I do apologize for this situation you have faced, no worries I can help you with that.Before to proceed, May I have the 4 digits passcode from your account?

11:44 AM

wanting to verify that the appointment wasn't canceled for the 5th time for some unknown reason.

aren't you yeading the conversation? this is redundancy. it's 1661

Karla 11:46 AM

Thank you.

Karla 11:47 AM

Just to make sure, Was this technician going to install a home phone service?

11:48 AM

what the heck. its internet and direct tv. again

Karla 11:49 AM

Got it, So In this case I will have to dispatch a technician as I see there isn't any placed technician

Karla 11:49 AM

Would you like I check schedules now?

Karla 11:51 AM

Just checking to see if you are there so we can continue.

11:51 AM

a tec should have been already dispatched for today. can't you simply check my account and verify that the tech is still scheduled to come out today. I am copying this conversation to forward to corporate,

Karla 11:51 AM

Karla 11:54 AM

I don't see any placed appointment, Just to make sure, Was this technician for you internet service or Direct TV service?

11:55 AM

its the same line!

Karla 11:56 AM

In this case let me explain you I can dispatch a technician here for internet service, if you want it for Direct TV it might be in another department as they're separate accounts

Karla 11:57 AM

Just checking to see if you are there so we can continue.

11:57 AM

evidently you don't understand. I just need a tech to hook up the new lines.

arla 12:05 PM

Just checking to see if you are there so we can continue.

12:05 PM

yes

Karla 12:05 PM

Please let me know if you are receiving my responses; otherwise, our session will end.

12:05 PM

i am

Karla 12:05 PM

Just checking to see if you are there so we can continue.

12:05 PM

yes

Karla 12:05 PM

Please let me know if you are receiving my responses; otherwise, our session will end.

Karla 12:06 PM

Our chat session is now ending. Thanks for choosing AT&T! We appreciate your business.

Karla left the chat

Very dissatisfied customer

Sincerely:

Brent Davis

Cant get this number canceled was stolen and my bank is getting charged. [protected]. This is a prepay phone, was stolen and I cannot get anyone to get this number recalled or canceled. I have tried several times to get this resolved and month after month it is still there I need some help please. Text me at [protected]

Bought 2 new iPhone 13's from Sam's club

on may 27. Did not like plan, so sent phone back on June June 6th. I have been trying to get my phone number released from ATT every since. It is now June 20th. I have spent 5 hours on the phone with ATT and T-Mobile this morning trying to get them to release my number. They keep asking me to generate a transfer pin on my ATT phone that I returned 3 weeks ago. I escalated to an area manager and she overrode this code after asking what kind of car i owned, boat and home address.

This was supposed to release my number. I called back in an hour and I had to start over from scratch with ATT asking for a transfer pin.

All i want is my phone number released fro ATT so I can get my calls and texts again.

I WILL NEVER USE ATT AGAIN! I told them if i ever tried to use ATT again i want my wife to kick me in the A** as hard as she can...

order# SPMS58373531 5/27/2022

I recently move 4 phone from ATt to TMobile. My monthly savings will be at least $75 per month. I was able to provide the transfer code and transfer pin to T Mobile. In moments, the phone number was disconnected from ATt and ported over to T-Mobile. What happened next was bad. On one of the phones they out it into 2 day lockdown so T mobile couldn’t use the number. 2 days with no phone. And of course I called ATT and was disconnected twice. They said I could do it online but I explained the account was closed. Finally they agreed to do it and I had to provide the IMEI number. Why would they lock the phone when the number was transferred to T-Mobile which they accepted? The phone was booth at Target, was paid in full and there wer no service contracts. They were just being jerks. Then I find out they notified my bank and Target that my phone was disconnected. BS. The numbers were transferred. Just another example of sticking it to the consumer for switching from high priced service. I am sure I’m going to get other notification from other accounts. ATT know the number was transferred. They allowed it to port over. Complete jerks and not very good customer service. TMobile is much better at service but they tend to be really polite, friendly and chatty. I’ll take that over ATT any day. Absolutely no reason other than spite at work here.

Last Tuesday, 6/7/2022, we had a technician come in and install our new service. We live in the country but was told that AT&T had been used by the previous owners with no issues. The install went great, and everything was fine up until the past Monday 6/13/22. We have been unable to connect to the internet. I have tried rebooting the router, turning off and on the antenna, resetting the router, and unplugging everything to no avail. I tried contacting AT&T's tech support on Monday several times and each time was put on hold for 20-30 mins, and nobody picked up. On Tuesday, I did the same for several hours, even calling several different numbers. After talking to two representatives that could not help me, I finally was able to speak to a technician. She had me do everything that I had already done and then figured out that the outage was due to the cell tower. She said that she issued a service ticket to have someone work on it. I explained that it was very important that I have internet because I also work from home. She said that she would expedite the service, but it could take up to 72 hrs. I asked if I would be credited for the time that I was without service and she told me that they do not do that, but she would make sure that there was an urgent request put in. I have tried repeatedly to contact AT&T since then and still cannot get through. Every time I call the message said that they are currently experiencing higher than normal call volume. I understand that they are busy, but to be on hold 45 mins or longer and nobody answers is crazy. I am about to cancel my service and go somewhere else. I have to have the internet for my job, or I am going to lose it, which I cannot afford. I have never delt with a company before that does not seem to care about their customers.

I returned to att on mar 29 th 2022. the provder I had did nt work in my area.

I had to go back to the store 3 times, due to incompetent employees not setting up my phone.

Than I had to call to finish it. I called apple did it my self.

I have had call quality issues since I signed up with ATT.

My calls are dropped. and interference. I have done every trouble shooting step posssible.

Customer sevice is impossible to contact. social media says they call m, I get no call. so how do they get my voice mail?

I have spent hrs on the phone, replaced SIM card, had escuation ticket. had to order. store didn't have it. another wasteless trip.

I have an elderly mother. I also have a serious medical condition.

I need a working phone.

No one can resolve the call quality issue.

I repeat my info, one rep lost my call back number, could not take my number.

a nube that called me from Tx was only an ougoing number!

ATT lacks customer service, and has no integrety whrn dealing with customers.

I moved and needed to transfer my landline. Yes, actual physical landline. They told me I could not keep my number and would need a new one, no problem for me. The phone has not worked the entire time since installation, near two months now. They sent out techs repeatedly, at least six times, only two got it to work each time for about an hour. I have called and called and called to get the issue repaired, dozens of times now, to no avail.

Because this is a landline 99% of the agents I get on the phone can't help, they transfer me. Each call is TWO HOURS minimum of being transferred and hung up on. Never, ever have I been hung up on so many times. I am never rude. I never scream. They are just so heinously incompetent that they either hang up on purpose or can't transfer a call. I have supervisors promise to call me back, they NEVER do. Every single time I call I ask for landline support, every single time I get shuffled around, sometimes even put through to Spanish speaking only lines. I can't use the online chat because they don't support landlines so they cannot access my account. It gets better: they have my email address wrong. I have asked them to correct it dozens of times and each time they say they have and yet I get no emails. I just got a letter from them with the WRONG email listed on it saying "we tried to reach you at this email address but it is wrong so please update it" which included a web address to go to where I could update it and IT IS A DEAD WEBSITE ADDRESS.

For weeks now I've been promised techs are coming back out yet again to repair the phone. Sometimes I even get calls and text messages saying the techs are nearly there, but they never show up. Ever. Better yet even the link in the freaking texts they send me that is supposed to show my appointment time is a DEAD link.

I am beyond furious. I have asked for the highest level escalation team for customer service and been hung up on. I want full transcripts of every call and chat I have placed since apparently they are "recorded for quality" to show that I have been calling and calling and trying to get help and instead get hung up on and lied to and spend HOURS in phone trees that do nothing.

I have to have a phone that works in a power outrage. This is the only landline available in my area. This is denial of basic safety services by a company so horrible, so corrupt, so incompetent that I cannot believe they remain in business. I am at my wit's end and cannot get an ounce of help.

Horrific company. Horrific experience.