AT&T
reviews and complaints

It took me over 8 hours in 3 days to get new service with 2 lines and 2 new phones properly set up. Your overseas customer service agents are horrible. The first day was spent placing my new service order. It was placed but completely wrong. No phones were ordered. I verified with the lady three times the information and she repeated it back to me. All we received were the sims cards, not phones. The second day, a different lady, tried to help correct it but was confused. that was a waste of 3 hours. Finally, the third day, Rockel, an American, was able to help me. She had to delete everything that was done previously and complete an all new order correctly. She was a great help. My first complaint is that I spent 6 hours for nothing, away from my job, which should have been an easy task. Then I inquired about bundling my current Direct TV account with the new account and getting a discount on Direct TV part of the bill. I have gotten the run around on this as well. Wireless tells me Direct TV needs to handle that and Direct TV people teel me Wireless needs to take care of that. This experience is totally unacceptable. This is already soured me to AT&T and I just started the service. I feel I should be compensated in some way to make up for the extra time and work I had to put into getting this straightened out. Also, who do I speek to about my Direct TV/Wireless bundling? Thank you. I am not at all happy!

It has been only a couple months and I am back to receiving two different bills from ATT.com. I was told that everything was figured out and the bills stopped briefly. Again, I am getting bills will late notices from an account that are not my account, as well as online bills that are actually my account. I am fed up with ATT.com trying to get none owed funds from me. This will be the last time and my next move will be to cancel my service with att.com completely.

I called AT&T on May 20 2022. I talked to Arielle Rouge. I was offered a $200 visa gift card if I signed up for AT&T U-Verse internet. I did sign up and AT&T internet was installed on May 25 2022.

I have never received the $200 visa gift card that was offered to me. I have tried contacting AT&T and have not received any results. I never was contacted in any way on how to receive the gift card.

Att seems to provide updates on phones and when this happens the phones stop working as they should or as they used to, certain features stop working I now have 2 phones this has happend to and when ive tried to contact them it seems impossible to get any where. every thing was working fine untill10/14 2022 the most recent up date occured.the last time this happend 9/13/2022 i purchased a new one here we go again thank you

AT&T internet Email locked me out of my emails- not for anything I did wrong but due to a new security system they are putting in. They said I am not able to set up a new email password unless they snail mail me a code. I told them to text it to me and they said it would take 30 days for them to text me a code. (you read that right 30 days and snail mail this is incredible). Why would I need a new password you ask? Because my old good password has been locked due to their new security system. When cyber criminals can make the customers suffer because the security is too rigid to let the customer into their own account (which I pay for), it is time to find a company who knows how to handle security.

This new security system is automatically locking people out of accounts just for signing in a few times in a row.

Bad business AT&T - take my money and lock me out of my business emails I pay for a business account I can't access

2 months ago we switched our cable and changed our plan for mobile service. We were told we would get a $300 gift card for enrolling in their program. I had AT&T for my mobile already, but we switched my husband so he was under his own plan so he would qualify for a military discount. We spent at least an hour on the phone making the changes. we spoke with at least 2 representatives during this process. They gave me a phone number to check on the gift card and said it would take 4-6 weeks to get it. after waiting at least 6 weeks I called the reward center, after talking with 2 representatives they informed me that we didn't qualify for the gift card because I was not put on my husbands account as an authorized user. They said there was nothing they could do. I feel they mislead us to get us to be a customer. No one ever told us anything about being an authorize user. I hope you can help us. I am going to change my service with them because I feel they can not be trusted to manage our accounts, and if we have a problem down the line, they are not trustworthy. Thank you for your help. Kathleen Kuczera. This is my phone number if you have any further questions.[protected].

End of July 2022, I upgraded by iphone to the 13 mini based on the fact it was an even exchange. IF there was a promotional stipulation (which I was told after the fact) it was in very small print and not very intuitive to the average customer (I tried to upgrade another phone to see how it looked).

The first week of September 2022 I received a text message from AT&T telling me to upgrade my wireless plan to unlimited data. I called to inquire about this and was told by the agent this was just informational alerting me that I COULD upgrade my plan and that it would NOT affect my even exchange of the upgraded phone.

9/30/22 I received a text message that a one time credit was being placed on my account for trading in my device as I did not meet eligibility for the trade in promotion. I called and spoke to Aldrin, who explained to me that the previous agent gave me wrong information and that I needed to upgrade my plan to unlimited data to receive the promotion of an even exchange. Because I am on a family plan I asked if I could discuss this with the others on the plan. He did not give me a deadline on when I needed to call back. He assured me that he was making notes on my account so then when either myself or my father called back everything he discussed with me would be documented for the next agent. Aldrin told me that upon upgrading the plan to unlimited data the case would be escalated to get the one time credit removed as well as the monthly fee I was being charged for the phone of $19/month for 36 months removed.

10/2/22 my father called to upgrade the plan to unlimited data and was told that it was too late

10/5/22 I called to explain that 3 different agents told us 3 different stories, and something should be done about the customer service. While I understand I may have been misinformed about the promotion, when I called to inquire, I was validated in my understanding. I spoke with Makay who told me that this was reviewed by a supervisor on 10/2/22 and nothing more can be done. I am completely appalled by the customer service of such a large company and that there is no recourse to giving out false information to customers.

Please replace Lebron James as your “spokesperson.” Last I know he was publicizing the address of a Columbus, Ohio police officer who had saved the life of a Black girl. Then he publicly whined that he didn’t “feel safe” in his thirty million dollar mansion because of white people. Surely you can do better than Queen Janes as spokesperson. No wonder your stock is headed to zero employing people such as the Queen. Good luck to you, you need it. Tom Orem

On October 9th we began opening new wireless service with [protected]@T in Dixon Missouri, by using their website. Once we finished with our order, we received a request to upload the driver's license of the person opening the order to which we did. When we set the new service up, we elected to receive new phone numbers since we have just relocated from an 816-area code to a 573-area code. Almost 24 hours after uploading the ID we had still received no communication from [protected]@T. We decided to call their customer service line in order to follow up and see if we had done everything correctly. When we spoke to the agent, he told us that we had to start the order all over. When he said this we told him no, we want to just go to the local store and do it there and told him to just cancel what we had done. After this, he tried to argue, and we insisted he cancel the order.

Almost immediately after this phone call, we began getting emails from [protected]@T and the order we had requested be cancelled, when we were informed it needed to be redone, was miraculously processed and shipped overnight to us. To make this even more confusing and frustrating when the order was shipped the company had set up the new phone numbers with an out of State 618 area code. Deciding to go ahead and keep the phones they had shipped but unwilling to accept the erroneous area code that is 100% the mistake of [protected]@T we called requesting to change this to the correct area code. We were informed that we would be charged a 36-dollar fee per line (of which we have 3 lines) in order for them to make the needed change. They told us it was our fault, which makes no sense, considering they had previous told us the order we tried to get was not done correctly and we needed to start over.

Considering they told us the order we placed originally was not valid and we needed to restart it, and then when we told them to cancel the order to which they shoved the phones with the wrong area code down our throats anyway, I can only come to the conclusion that the customer service rep who took our original call was being dishonest and it did seem as if he was trying to upsell us.

It started in May when I got a text from AT&T stated I could get a “free”phone and all I had to do was to pay postage. In July my bill was $800 so I called AT&T and was unable to resolve it so I did file a complaint with AT&T in July/August.AT&T office of president said to return watch and charges would come off. I did this but charges continue to accrual.

I started getting emailed notices stating I was using too much data and I would be charged $10 for every 50 GB over my limit. This continued sporadically for several months until I called, numerous times, to get the high data usage issue revolved to no avail. During this time, I paid a number of overcharges.

It was clear as I monitored usage on Smart Manager, each of us were showing different usages. As an example, on Oct 7th, my Smart Manager showed 25 GB of usage, and that same day I received an email that I had used 660 GB of data.

I tried one final time on Oct 7th to resolve the issue and was on the phone for an hour, repeatedly put on hold and finally was told the issue, "had been fixed" and both sides were now showing the same usage.

I called again on Oct 10th to have my current bill adjusted as the high usage was no fault of mine. This attempt failed as I was told the bill was high due to my over-usage of data.

I opened an account with att approximately 5 years ago, and have traded in phones on 3 lines several times. It is att policy that there can be no open or unpaid bills prior to starting new services or trading devices. On September 30th, my son attempted to transfer his phone to his own account and was told there was a past due amount on and old account of mine. I called att 611 to inquire. I was on the phone for 5 hours and transferred 9 times. I have stated numerous times that I I never received a bill from them and the account was closed 14 years ago. I have requested an itemized bill with dates and description of charges, and a written explanation of why these alleged charges did not show up 5 years ago when I started services, as they are both in my name. I was placed on a permanent hold for over an hour and have not received an email or letter. Today, I went to the att store and was instructed to call collections which I did in the store. Again, I was unable to obtain an itemized bill or description of charges and was told to pay that amount. I requested to speak to the manager. I was placed on hold for over an hour. while on hold, I messaged the media manager and explained everything several times also requesting an itemized bill, date of services, and an explanation of why it has taken 14 years to “bill” me for these unknown services. To date I have received nothing. I do not feel that is fair billing practices and I refuse to pay for a random bill that they claim I owe them after 14 years. 1) if there was a past due bill I would not have been able to start services or trade my phones in over the last 5 years. 2) I have over 9 hours on the phone with att and they have attempted to beat me into submission by multiple transfers, hours on the phone, exceedingly long hold times that would have continued if I had not hung up. Thank you

I want to AT&T store and I open a new account what they saying you have 14 days of trial if you didn’t like it, your money guarantee back even in the website they mentioned that after the nine days I wasn’t like that service because it’s really bad Sheraton equipment and they charge me 350 and I charmed the agreement and they didn’t accept it and then send it to the collection so now I have to be the collection and they credit my main account better quick so I don’t recommend anybody to open an account with the AT&T because it’s really bad

I would like to file s formal complaint against ATT Mobility. I used AT&T for two years, they had a promotional upgrade that included free phones with trade ins of your old phones. I used their chat service to purchase the new phones. As soon as I received the three new phones, I mailed in our old phones to ATT. For month ATT had my old phones but missed placed them which caused my reimbursement to kick in months after my upgrade. Few months into using the new phones my services started to get poorer and I called numerous times and was put on hold numerous times and was told a ticket was submit and my service issue would be resolved. After weeks dealing with bad cell service, a customer service rep finally told me that because of the area I lived in my service would always be bad. ATT couldn't give me the service I needed so I cancelled my service. ATT then sent me a bill for over $2000.00 and I called to get an explanation and was told even though I purchased free phones I still had to commit to a two year service and if I cancelled I would be responsible to pay the phones in full. They said it was in the service agreement I signed. Tole them I did it all over chat and there was no agreement I signed and asked them to send me a copy but never did. Told them if I would mail the phones back but they would need to give me my old ones I traded in and was told they couldn't. Months later they have put me into collections with two different collection agencies who I have not received a call or letter from and both agencies are reporting it to the credit bureau so it is on there twice.

I canceled my small business ATT internet service, account #[protected], 4 times starting in December 2021. The representative tells me each time it is closed, but actually do not cancel it. We received another bill this week. We canceled it again today. The process is very lengthy, taking several hours each time. Their Customer Service is unacceptable.

Concerning “are you still there” app protocol:

My mother is 85 years old and cannot work the remote, she watches tv from 9 in the morning until 10 at night. I am forever having to come to the rescue and turn it back on due to the “are you still there” feature. This feature being useful to some, is very aggravating in my circumstance. All i ask is that directv give me the ability to turn this feature off. Even I get bothered by it at times on my own equipment when busy doing something but am listening more than watching but eventually have to turn it all back on because of the “are you still there”.

Again, all I ask is that I have the ability to turn this feature off. Thank you.

Sent this to my real estate agent. Wanted to share the runaround and screwing I got. This should not happen. Those that use the Internet to make life easier have done a disservice to all by making things more difficult than need be. Shame on AT&T and whoever made up the SCDMV site.

Re: Bad news all yesterday

9-21-22

Hey Hope,

I have to let you know what happened yesterday. I had to cancel my TV satellite contract that I had for 28 years due to the cost and the various bills for the new house. Being on a fixed compensation from the VA I had to cut back for the time being not knowing what I can afford. I spent 45 minutes explaining my life away because they didn't want to lose me. Next I called AT&T to change the address to the new house. I started at 8:20 a.m. and 2 long hours later at 10:20 a.m. they finally finished. Oh yeah! After 35 minutes of making out the paperwork I was hung up on but the girl called me back when I attempted to call them.

Then I attempted to change my cell phone address to the new house and fought with one program after another online for over an hour plus and couldn't do it. I called the lousy service waiting to speak to a person after listening to various recordings getting nowhere and called back a few more times until I got a nitwit who didn't know what the heck he was doing nor did he speak English worth a darn. I stated several times that all I wanted to do was change the address. He kept putting me on hold and coming back until I said I wanted to cancel the phone after over a half an hour of misery.

He said he would have to transfer me so, I ended up with another recording telling me I had an 8-minute wait. Considering that I had a 4 minute to 8 minute wait time 2 days ago that was 15 minutes and counting until I hung up and had to go into town to get the water bill, etc. activated I still haven't been able to cancel the lousy service.

The reason I told you about the stressful and nasty rotten events of the day is, I had a splitting headache so; I went to take a nap to sleep it off. A few minutes after I laid down I got a call from AT&T from a woman telling me that I couldn't keep my old phone number and that my turn off and turn on time had to be changed. She gave me the new number 803 643 but told me it wouldn't be turned on at the new house until Oct 3rd. To put the proverbial icing on the cake of a rotten day and rotten experience, she said that they didn't have Internet service at the house so, it will be disconnected I guess after I close on the 27th of Sept.. After 28 years with the same crappy service I'm ticked to say the least. I have to ask if you can check to see who services the area.

Lastly, Raelynn called me after I made a few attempts to respond to a call she made to me a couple of days ago. I couldn't leave a message so, I called the office to get in touch. We had a conversation about the previous call and the fact that I couldn't leave a message and she said that changing my address with the DMV would be easier so; I thought I'd give that a try after we spoke. I went on the change of address site and tried to fill out a simple 3-line questionnaire but when I put in my social security number it refused to let me go to the next page. I tried several times checking to see if I typed it in right and saw that I did so, I checked to see if I made a memory mistake after have this same number for 60 years and saw I was right. Still haven't got that resolved either. Having said that I just tried to cancel my AT&T cell phone several times on line with different sites and here’s what the site responded to me, “ Didn’t find services for your request.” These people are holding me hostage by not allowing me to cancel so, buyer beware. This sure as heck shouldn't be this difficult to say the least.

I have my att email since 2008.

I been having issues with my email for the past four months, every two weeks I have to call the customer service. Last time I called I waited for over an hour. iT It took me two weeks to speak with someone that was able to help me. Today, again, I tried to logging into me email, and got a message, my password is incorrect, Tried to reset it, it did not work. This is very time consuming and exhausting having to call the customer service again. WHY CAN THIS ISSUE BE RESOLVED! what is the issue?

On March 18, 2022 my husband and I took advantage of ATT’s promo advertising a free Samsung S22 ($800.00 value) if you traded in your old phone and if it was accepted. Both of our phones were accepted.

My ATT bill reflected my husband’s installment fee as a minus ($22.23) off of the total which is correct. My portion WAS NOT marked as a minus and was reflective of a charge for 22.23 for my new phone. I discovered there was an error made by the att store clerk who entered my phone’s number incorrectly. ATT gave me a $400.00 Courtesy Credit for this error. However, I continue to be charged a $22.23 installment fee for my phone. Plus the total cost for each phone is $800.00. I was reimbursed for just $400.00 (my phone).

As it stands now, my new phone certainly WAS NOT a FREE!

08/12/2022 10:34an (39 min.)

I called AT&T to upgrade my iPhone 12 Pro Max to the iPhone 14 Pro Max. I talked with AT&T account representative to make the upgrade. It required paying a difference of approximately $230 plus taxes of $80.70. I paid both fees through text message with a link attached and verified the payments with the Account representative. I received an email confirmation of transaction order of 14 iPhone Pro Max and was told it would be two weeks before receiving the new phone. I was also told to take my trade-in phone to Joplin instead of doing it through the mail by the representative. 09/13/2022 (1 hr. & 4 min.)

I found AT&T taken $550 out of my bank account when I checked my bank account at work (on break) - it was not the agreed-upon transaction amount of $ 230 $ some odd dollars which showed online and verified by the account representative on 08/12/22.

I immediately called and spoke with an account representative about the problem and she said she had to send it higher - she was not able to do it at her level and was referred to an account supervisor: David.

Census I have called numerous times to include up to 9/19/22 and have not got resolution to this problem. I have over $370.50 in overdraft fees because the first representative charged my bank account twice as much as what was agreed-upon.