AT&T
reviews and complaints

I decided to switch from Xfinity to AT&T in Feb 2014 but at the end of July, 2014, I moved to a Comcast Community. I financially met my contractual obligation for the early termination.

Fast forward a year and I'm moving again, so I anxiously go online to reconnect to AT&T and discover I can only do so by auto paying. What? My credit has improved since Feb 2014 and HOURS of chat and calls gets me no where.

You really don't keep customer records for a year? Is that legal?

I am disgusted with AT&T an will speak my opinion high and low and complain to whoever will listen.

How dare you solict to woo me back and then treat me like crap.

Good luck! And all of karma coming your way!

Sincerely,
Jeri Ellett

I have been a loyal AT&T customer for many years. I added a phone to my account for my wife over three years ago. This September, I added two more phones to my account for family members on the AT&T next program. I pay my bill every single month. In June, I checked the account on the MyAT&T app and saw that one of the phones was missing. I called AT&T and was told that the phone was ported out. I was upset about this and the representative that I spoke with said that there was nothing to worry about and that there are no charges to me for this phone number or the phone. With that understanding, I thought that everything was settled. I got my bill and the full retail cost of the phone was charged to my account and automatically withdrawn from my bank account. I called AT&T upon seeing this and was transferred from department to department because nobody could seem to figure out what they were doing. I finally got to a Monique G in the Retention department who told me that I would need to speak with the global fraud department regarding the issue. I called the Fraud department and they told me that it isn't their problem and that I would need to speak with the Port-out department (the second department that I spoke with in this whole circus). I called back as I couldn't wait on hold for the 15+ minutes that it would take for someone to answer my phone call to, undoubtedly, transfer me to someone else just to be told that it isn't their problem either.

I called back tonight and was told that I need to speak with the Retention department. The first person that I spoke with was very empathetic and apologetic. She was trying to find ways to resolve the issue and I told them that, as I know that it isn't necessarily their fault either that all of this happened, the number was ported out of MY ACCOUNT without my permission and I just want the number to be ported back into the account and I will continue paying the installment plan though I have no access to the phone. The first person that I spoke with told me that it could be ported back in but that, as my service had been disconnected at this point, I would have to wait for the charge to be reversed before my phone could be turned back on. I asked her if I could speak with a supervisor that might be able to make it happen sooner. She got a supervisor on the phone with me that did not have one empathetic bone in her body. She, from the beginning, made me feel like I was the *** of the earth and said that I only have one option: pay for the phone. I tried to bring up other options for resolution and she kept telling me that my only option was to pay for the phone. Then she told me that I tied up their phones for too long. I explained to her that a majority of the time was me being on hold. Then she hung up on me. I called back and they were closed.

I urge any person, if you are thinking about doing ANY business with AT&T, don't do it! They don't stand by their word, actions, promises, or product.

I was double charged restoral fee's after agent agreed he did he doesn't offer a refund

Here is the whole chat you be the judge
Your chat transcript:

Please do not reply to this message - all replies are automatically deleted.

me :
- selections: u-verse internet > agent group - hs_ss-uverse - chat - no authentication

at&t : hello! how may I help you today?

me : last payment I paid the full balance of xxx

me : and now for next following month att is charging me 96?

me : if this is the case cancel my account

me : account: [protected]

at&t : hello my name is aaron b. i'll be happy to assist you today.

me : last payment I paid the full balance of 140
Me: and now for next following month att is charging me 96?
Me: if this is the case cancel my account
Me: account: [protected]

at&t : I apologize for the inconvenience you have experienced.

me : current bill for jun 27 - jul 26, 2015
Expand account charges $49.00
Collapse u-verse internet
Collapse monthly plan charges for 07/27 - 08/26
At&t u-verse internet pro stand-alone$47.00
Total monthly plan charges$47.00
Total u-verse internet charges$47.00
Total new charges$96.00
Total amount due:
Amount due in full by aug 16, 2015
$96.00

at&t : let me check and assist you with the best I can do.

me : previous balance$139.22
Expand payments & minus;$139.22
Total balance from previous activity $0.00
Current

me : I noticed new customers get charged less

me : but customers that stay long get robbed

at&t : I can certainly understand your concern. let me check what best I can do to reduce your bill.

at&t : thank you for the details.

at&t : please allow me a moment, while I access your account.

at&t : i'm reviewing your bill and i'm working with my resources to get you a promotion.

at&t : please bear with me.

me : ok

at&t : I reviewed your bill and I see that your account was suspended due to non-payment, in order to restore the services there was a restoral charge of $49.

at&t : if in case you feel that these charges are invalid, let me get you a specialist from accounts receivable team who will assist you with the restoral charge.

me : I already paid them

me : with the xxx I paid

at&t : let me check that for you.

me : and now im getting charged twice

at&t : I do see that there was a restoral charge in your previous bill and you have paid it. do not worry, our accounts team will take care of those charges. before connecting you to accounts team I have a great deal for your internet services.

at&t : I see that currently you are paying $47 for 3mbps internet speed. I can enhance you speed to 6.0mbps high speed for the same price you are paying currently for the next 6 months.

at&t : how does that sounds for you?

at&t : with 6.0mbps high speed internet you can connect up to 4 wired devices and 10 wireless devices.

me : I was originally paying less

me : and prices just for regular internet go up

at&t : I can certainly understand. I see that the introductory promotion has been expired and currently you have been charged under regular pricing.

me : I dont need that high price I originally started at 14.99 not 50 dollars

at&t : I wish there would have been such promotion from my end to add it, unfortunately, there is no such introductory promotion.

at&t : currently, I can get you a free upgrade promotion from my end.

at&t : where you can experience a high speed of 6.0mbps.

at&t : I don't want you to miss on this free qualifying promotion.

me : what was my older pricing

at&t : I want you to take advantage of it.

me : around 30 34

at&t : let me check that for you.

me : I cant afford paying 50 every month

at&t : I see that previously you were paying $34.95 for 3.0mbps speed.

me : thats my question how do you from 34 to 48

me : for same plan

at&t : the regular pricing of 3.0mbps plan is $47, you were getting a promotion of $11.05 which got expired and hence you have been charged under regular pricing.

at&t : from my end, i'll update your account in my database so that you are notified about special promotions and loyalty discounts via email in future.

me : always I been with att overr 8 years

me : so for being loyal I get charged more and new customers get discounts that how it works

at&t : I truly appreciate your loyalty with us.

me : I have to pay for you to bring new customers and give them the promotions

me : by paying more

at&t : the introductory promotion is for the first 12 months for the new customers, once the promotion expires they will be charged under regular pricing. i'm sure that at&t will get you a loyalty promotion soon.

at&t : since I have updayed your account in my database you will be notified via email about the loyalty discounts. for now, I strongly recommend you to take advantage of this free upgrade promotion.

me : so I just paid a restoral fee last payment and following bill I get another restoring bill?

me : how is that possible?

at&t : do not worry, our accounts team will take care of the restroal charges.

me : ok but its whopping 48 dollar restoring fee

at&t : I understand.

me : another whole month

me : so im not a getting no reduction on the plan just an extra mg6 which I dont need

at&t : I can certainly understand, they will look into it and help you with the charges, before connecting you to accounts team, how can we go about free promotion?

me : original promotion was 14.99 and it kept crawling up to 50 in next years at this rate I will be paying a xxx per month

at&t : I personally want you to get the discounted price as well as the upgrade on the internet. I assure you that it will not happen to you as this is the guaranteed best price.

me : 14.99 then promotion ended 24.99 supposedly promotion ended 34.99 and supposedly promotion ended now 47.99

me : its a pattern next time it will say 47.99 now 60 promotion ended

me : it should have stopped at 24.99 since first promotion ended

at&t : I will not let this happen as we will be notifying you about the expiry of the promotion on your monthly bills.

at&t : for your convenience, I will provide you the date when the promotions get expires, so that you can make a note of the date on the calendar which will help you remember to contact us.

at&t : the reason I am suggesting you this plan, once you have used all the higher plans we have with the promotional discount, you will be qualifying for better discounts going forward based on the credit scores you have maintained with at&t.

at&t : from my end, I will be making recommendations on your account about adding better discounts one the current discounts ends.

me : the 6mg plan

at&t : yes, its the 6 mbps plan which is absolutely free of cost.

me : I just have a computer and phone

me : in a apartament

me : how is that going to make a real diffrence

at&t : the speed will be extremely fast as it is 6 mbps speed which is more reliable and can be used on up to 10 wireless devices.

at&t : the browsing and streaming of the videos will be real quick.

me : well that sounds nice but at that speed att will either later on raise price like they have been doing to me these last few years

me : wasnt looking for more speed just a lower plan

at&t : I will tell you what exactly happens. I am sure that it will be convenient to you.

at&t : I hear you and from my end I have tried all the discounts we have for you and this was the only discount available at the moment. regarding the price increase, I assure you that this will be the guaranteed best price.

at&t : if ever there is any deviation in the price, the amount of credit increased will be issued back to you. for your reference, you can have this chat transcript saved as being an at&t specialist, I am assuring you.

me : for now I will try this but if later on if don't get a promotion even if its for 3 mg I will have to leave since the price of 50 dollars is way to high just for internet alone

at&t : sure!

at&t : just allow me a moment, while I place this order for you.

at&t : approx 26 days will be billed at the new rate, resulting in an estimated credit of - $4.33. added to your next bill for partial
Month billing.
• your next bill estimated amount is $42.67 plus taxes and fees.

me : internet alone nothing else 50 att prices are going to high driving customers away. and just pleasing new customers with promotions will customers that been herre for years just pay more

me : ok I will try this since I need the internet

at&t : I will take your feedback and share with my manager. i'll make sure that you are notified about the special promotion and loyalty discount you get qualified in future. I have successfully placed the order for you. the order confirmation number is 1885573466a.

me : I understand your doing your job

at&t : thank you.

at&t : let me connect you to accounts receivable team to get the assistance for the restoral charge.

at&t : thank you for contacting at&t my name is harrison i'd be happy to assist you today. one moment while I review your previous chat, please.

at&t : thank you. I see your concern is the restoral fee. one moment while I see what I can do.

me : also my parents just pened a att internet not long ago and are paying 16 a moth

me : a month

me : so im getting charged not double but triple

at&t : due to a new policy at at&t I am no longer allowed to credit restoral fees for any reason besides an at&t error. due to your situation, what I can do is credit you $25 towards that fee in order to ease the amount of your next bill.in the future please contact us and set up a payment arrangement if needed before suspension to keep these fees from incurring.

at&t : I have no access to prices or plans what so ever. I am sorry for the inconvenience there.

me : but last bill I paid full balance

me : and a restoring fee

me : and I got charged another restoring fee

me : after paying full balance?

me : from the other agent saying he was going to remove I guess it was a lie

at&t : you were suspended on 6/03 and 6/30 for non pay.

me : but paid full amount on 6/30

me : including restoring fee

at&t : that was sadly after suspension had occurred.

me : ok then close the account

at&t : hence, ther reason it is on this bill as well.

me : put on collection

at&t : in order to cancel services you will need to call in at 1.800.288.2020 available monday through friday, 7:00 am to 7:00 pm, and saturday, 7:00 am to 5:00 pm. I apologize for any delay in resolving your concerns.

me : I will do that

me : and also post this conversation of contardicting agents

me : one says one thing another a different
Thing

me : what can I expect from a company that gives promotions to new customers and robbes loyal customers

at&t : once again, thank you for contacting at&t my name is harrison I hope you have a great rest of your day.

Apparently, ATT has changed the format of their website. Customers are now no longer able to view their bill online. And their ATT app functions in the same manner. ATT is a state of constant decline. If there was a "better" provider for Internet and Phone, I would switch. But, the only provider in my area...Fort Pierce, Florida...is Xfinity (Comcast Cable). And they've got complaints and BBB reports by the handfuls.
Gary Stanullwich

I've been having problems with intermittent interncet connection for a couple of months. My isp is att. Mostly droupouts. I checked my system, it checks out okay. So I has to be my isp. Apparently, att seems inept at solving these connection problems. Unfortunately, where I live, in florida, there is no other provider for the area where I live... Otherwise, I would drop att, and switch to another internet provider. And reporting this to ftc, is a waste of time, they don't do anything ! The bad news is that att has a monopoly on florida.
Gary stanullwich
[protected]@att.Net

I have been without cable or internet for two days. When I called for repair I was told that my account was not a priority and it would take 2 days to fix. When I checked my bill today, I found that ATT is going to charge me TWICE the price of my service because their system was not updated properly, and there was NOTHING that could be done to fix the issue. In short, I'm paying twice what I should and I'm literally getting nothing in return.

'Premier Support' they call it! BS! All I needed was to look up my call records to find a number I previously called weeks before. After having to call 7 times navigating (and reconfirming every time my name, company, account number, on-line password, call back number... (like are you f'n kidding me - 7 times?! And every transfer asking the same!) Finally get to someone who claims they can help me by setting up my account on the Premier web site. Then it won't recognize the log in information they gave me! WTH! And the solution? The submitted a 'trouble ticket!@!' And I have to WAIT FOR A CALL BACK! Are you f'n kidding me? Wait for a call back? Premier Support from AT&T! Go Verizon, T-Mobile, any other!

This company is a complete scam I worked for them in 2014 and they pulled out the state without paying there employees. We all received fraudulent checks by them for large amounts of money. This company is run by this guy named Rick Henderson he gets people to work for them pay next to nothing and when he thinks people are catching on he pulls out . Please be advised that this company is fake they just want a head count and then give you promises of money and all you get Is a closed bank account and a big headache.

AT&T assured me prior to installation, that the internet speed would support my four homeschooled children. I explained that they would use video streaming, and would all need connectibility at the same time. We had problems DAILY. We could not even connect at times. Most of the time they couldn't watch their videos- connection was just too slow! I called NUMEROUS times to try to get the problem resolved. We had service techs back to our house on two occasions. After trying to get problem resolved, I had no choice but to cancel service. That's when another set of problems arose: The date that service was to be terminated came and went and service was still on. I returned all equipment (via UPS, per instructions)(I have receipt for all), and reps for AT&T say they show where it was returned, but service wasn't cancelled. Wow. I am now dealing with ongoing billing issues. I spoke with one supervisor (after requesting one on several occasions), who assured me they would remove balance due- even early termination fee, after all this was a problem with THEIR service. I continue to receive bills (and daily automated calls) for past due bill. The employee names and ID numbers of reps I managed to get are: Jonathan JK372B, Jenny JD0818, and Michael 992P. I have questioned whether these are actual employee names and ID's as SEVERAL times I would ask for them (after being told bill would be "taken care of, but it's a lengthy process", only to be told they could not give their name/ID due to "security purposes". Unbelievable. I have NEVER had a more frustrating experience dealing with a company. Prior to my move, I was with Comcast for ten years. Perfect service always. I am also an AT&T wireless customer (for 20 years), and will be canceling that service as well. I have never had problems with the wireless service but the home services has turned me against AT&T.

At&t is a total rip offfffffff! They claim every month that I have gone "over" my data usage and bill me a ridiculous amount of money. I'm not working at the moment so it's difficult to pay my bill on time, but it ALWAYS gets paid but they insist on charging me a $40 "reconnection" fee when all they have to do is push a button to reconnect my services. It's clearly high way robbery but yet they stand firm
In their stealing. It's the absolute WORSE company to do business with. I recommend Sprint over them any day of the week... They wouldn't even allow me to make a payment arrangement claiming that I haven't been with them long enough. They are heartless and totally insensitive about their customers financial situation. I couldn't be any more disappointed... Very unpleased about the service as well. I have wifi at my home, yet and still every fricken minute, somehow, as I'm on the web I notice that my wifi is consistently being disconnected and I have to go back to my settings and log back on. It's disgusting and I do t like... Period point blank... Uughhhhhhhh 👎

I cancelled my wireless plan with AT&T on March 29, 2015 and paid a full cycle bill on April 6, 2015. Received another billing statement around end of April for final payment. AT&T only credited the monthly service fee for 1 phone line out of 3 and indicated on statement for the 1st phone line as follow: You removed this plan on 3/29. You received a credit for the days you did not use this plan 3/29 – 4/17.

AT&T credited the service fee on the 2nd phone line and charged the same amount back to the line by indicating the line was added on 3/29 and is charged at the new plan rate from 3/29 – 4/17.

What's more unreasonable is on the 3rd line, AT&T simply charged a service fee by indicating the line was added on 3/29 and is charged at the new plan rate from 3/29 – 4/17.

Spoke with 3 different customer service reps and a manager. The first customer service transferred me to another department as he was not able to explain the reason but did agree with my dispute. I was told to call back to the same 800 number as it was incorrectly transferred.

The second rep hanged up on me after 30 minutes of research and was not able to explain.

The third rep attempted to convince me the billing statement was correct and was not able to explain the arithmetic. I asked for a manager and was transferred to a manager who was not able to explain and simply told me that I am not entitled to any credit.

P.S. I terminated my plan on 3/29/15 and am being charged $58 for the first 2 lines cancelled (Plan for 3rd line expired) and my plan was supposed to be expired on 4/17/15 and I had this plan since the late 90’s when they were Cingular.

I have had At&t high speed DSL (1.5mbps) for approximately 7 years. The speed has been pretty consistent for much of that time. I also have At&t cell phone service which is not that great in my area (neither is Srint or Verizon). To resolve the cell phone signal issue, several years ago I purchased a Microcell signal booster which works with DSL. This greatly helped for quite some time; however, the minimum Internet speed for proper booster operation is 1.5mbps. Lately, the DSL speed has been sporadic which causes my cell to drop calls, not respond to incoming calls, and conversation breakup. All equipment is either new or in good working order. To resolve my issue, I contacted At&t to upgrade my DSL service to a higher advertised speed or to get there U-verse service. I was informed that the advertised higher speeds DSL is not available nor U-verse service. After making numerous calls to At&t sales, customer support and even the technical department, I was informed that there is no formal complaint process. I did get one manager that would be truthful with me and stated that At&t does not plan to dump any significant amount of money into DSL because they are switching customers to U-verse. I was told that my only option at this point is to drop At&t and find a better ISP. At least the manager was truthful. I know that my complaint is legitimate and that I am not just wining.

I have had more problems with AT&T in the last few weeks than I have had in the last year. I have had a lot of dropped calls and poor voice/call quality recently. Also, the LTE reception is not good where I live and travel a lot. Now that the foliage is on the trees, the reception is even worse in the area and non-existent inside of my house. My data speeds are quite slow as well. I am lucky to get even 3 to 5MB download speeds. There are also a lot of dead zones on AT&T. I use to have Verizon, and I had strong coverage everywhere-even inside of buildings. If you live in Cincinnati, Ohio, I would recommend going with Verizon.

I called them to assist me in setting up a modem. I had to sign up for a monthly billing which I was told was $15/month. I eventually canceled and they kept billing me because they had my wrong email address. I then switched over from DSL (cancelled) and moved to Cable Modem service. They have continued to charge me $15/ month even though I didn't have DSL service. I spoke to billing support for over an hour (yes, I got disconnected once as well) and they tell me that I cannot speak to a supervisor and that not only is the technician not authorized to make any credits but also she said my account is not elegible. such a scam!

I have two charges pending on my US Bank Account in the total amount of $150.01 from AT & T #10336 in Alpharetta, Georgia.
I have called my bank twice they can't help me until the money comes out of my account. Which then they will dispute it.
But then I have $150.01 of my money that I cannot use.
I called A T & T and they show no charges of $70.32 made on April 15th and $79.69 made on April 16th. But my US Bank account shows that these charges have been approved but not authorized. I said I do not want this money taken out of my account. They say there is nothing they can do about it, because no crime has occured yet it just about to occur. This is ridiculous. I don't want my money taken out of my bank account, I didn't authorize it to be taken. I feel helpless.

I just received this "death threat" from at&t. I posted a article on my face book page entitled at&t sucks, 8 reasons why at&t sucks and immediately after posting it, i received this death threat! Yes, at&t is spying and stalking me and my family! I am a victim of the crime called "community stalking". This is a secret crime that is being committed in the united states and at&t has been victimizing me and my family for over 7 - years. They try to control everything that i do. And use electronic devices as a means to torture me through my walls. Yes, they spy, stalk, harass, and send death threats to me and my family. They have hacked my computers, cell phones, email, financial accounts and everything that i own. Yes, it is illegal! At&t involves people in the city of ridgeland, ms in their crimes. They use neighbors, mail carriers, officials, whoever is willing to do the crime. The connection with the airplane is that i have been posting complains to "pissed consumer" online and i have been reporting an airplane that flies low over my home constantly. The plane makes very loud noise and does this to threaten me. I documented the date and times on "pissed consumer" earlier today and yes it is 7:09 pm and it continues. I just have not documented it! People please be aware of what is going on under your noses! People are being victimized and tortured by at&t and their participants>>>>>>>>> please be advised!

We were told we had to switch from DSL to U-verse in Nov., 2014 by AT&T
Nothing but problems since then. Started with 1 unit (NVG50), speed is 2.87 MBP. Very Slow was told it would be faster than DSL.
Constantly loosing the internet, yesterday lost service 6 times during the day. Was told the modem was probably bad, than that both modem's were bad and we could not get a technician until early Wed. morning. We are a business that revolves around using the internet.
This morning I have lost the internet twice and have only been to work for 30 min.

Does anyone out there know where we can lodge a complaint other than with AT&T customer support. Doesn't seem to go very far with them, or a business taking preference over residential.

We have been with at&t u-verse since 2009.
Each year they work with us to keep our rates where we can stay with them. This year has been different. We dropped off out land line service in november in an attempt to offset increases with our t-mobile cell services. Come january our bill is back up to costing more than when we had the phone services. Called twice to renew discounts this month with no success. We are now going to cut the cord like many others have. At&t u-verse is driving us away instead of trying to keep us.

My sons phone was stolen. We went though the insurance claim process with Assurion. My son received his phone yesterday. He could NOT activate it after multiple attempts. He contacted my wife via the computer. My wife looped in AT&T - Amy at 11:33 AM today. She explained that the phone was not working. AT&T Amy then contact my son through email and determined that the SIM card was bad. She then called my wife at 11:43 AM from [protected] and told her that he had a bad SIM card. She instructed my wife to have him to go the the AT&T store and get a new one.
He's in St. Louis at school with no car. He got a taxi to take him to the AT&T store. That was an $83 taxi bill. Your insurance company, Assurion has charged me $125 for this phone that did NOT have an operating SIM card as validated by my phone company, AT&T. I got informed of this when I got home. I called AT&T who initially understood how aggravating this was. They sent me to YOUR insurance company. The lady I spoke with was obnoxious and talking over me not giving me a chance to complete the scenario. She told me they do not send out bad phones and they do not care and told me to call AT&T. Now angry, I call AT&T again. This time, they were less that attentive. I made them aware of the experience again and told them the least they can do is cover the taxi bill of $83. They said they understood and offered $25. I asked to speak to a Manager. She offered $30.
Here's what I know. I've been a customer since early 2000. I pay a monthly insurance premium to AT&T- no one else.. When I have an issue, I call AT&T. Assurion sent my son a phone with a bad SIM and he could not use it. They charged me $125 for that "service". I would like $125 credited to my account.
If you need any further information, you can reach me at [protected]@bellsouth.net
Thank you,

Rick Welch