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AT&T Complaints Summary

644 Resolved
1502 Unresolved
Our verdict: Engaging with AT&T, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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AT&T complaints 2146

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J
12:09 pm EDT

AT&T website not accessible

A web site is not working whenever attempting to access through their LaptopConnect. This was attempted at 9/16/2007 and 9/17/2007. Not working means that the browser returns with an error message stating that the server is not available.
However, I am able to see the website on a PC next to me using a direct LAN connection, or when I connect my same laptop through WiFi (non ATT).
Also all other websites work just fine.
Customer service is refusing to open a tier-1 ticket with techs to resolve and/or research this problem. They state that they can not open because it is not a problem on their side, and also they can not help me further because I have a Mac. They refer me to Apple Customer Service, and suggest me to contact the owners of the website.
The website affected is www.pepsicustomerservice.com.
I tried to suggest that I have proof that it is blocking on an ATT owned server/router by providing a traceroute. They bluntly refuse to help me any further.

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12:11 pm EDT

AT&T my bill

Wow! I am so glad I left AT&T. My bill was reduced by about 30% with a company called Bullseye Telecom. This cute rep came in my office talking how she could make an improvement with our telecommunications. She did and we no longer throw our money out the window with AT&T whom I hate calling. I would wait on hold forever to talk to a live person then being transfered around from department to .

Bullseye actually has a live person answering their phone-HOW REFRESHING! She said what she said she would and followed thru. I would recommend Bullseye to any company fed up with AT&T. I had a company called McleodUSA now some stupid name called Paetec give me some song and dance. I told them to take their pony ride and go on their merry way. Their billing was always wrong every month. I never got credits, customer support was the worse and some girl name Julie give me references to contact and 2 of them didn't have anything good to say except forwarned me that this Julie is full of lies!

Bullseye is the best and I wouldn't have any desire to switch -Ever now!

CEO,
Todd Walters

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Valerie
Valerie
, US
Oct 17, 2008 7:11 am EDT

On 24 September 2008, service order was placed on the ATT website for package for residential service and DSL Elite. Installation was scheduled for 29 September 2008 before 8P and a confirming order number was provided and telephone number assigned. No installation was performed under the installation service contract and, upon notifying ATT, the first call center handler was incompetent and refused to refer to supervision, dropping the call to a national call center with someone who had no idea of why the call was referred, with the national call center dropping the call back to Michigan (when the original call was routed from California). The Michigan call center proceeded to give an incorrect number for the CA/NV customer complaint center, where another incompetent entry level call handler refused to refer to a supervisor. The order was re-placed in another name with consent on 30 September 2008 with a totally different set of web pages accessed for the same package. The order, placed, was accepted, and generated a confirmation number and no specific installation date (only a response within 3-5 business days). The web site failed to honor the waiver of activation charge (installation fee) which is and was clearly stated on the website and on other websites. An email response indicated that ATT does not service the service address (when it is the California regulated phone monopoly for dial tone access) when ATT was contracted to the same address 2 weeks earlier for the same or similar services under a different number. In addition, the cell phone under contract to ATT began messaging that 'this is not a working number' when the account is and was current, causing significant damages to the consumer. $10 was also assessed in fees on the cell phone to call the business office when these calls were and are supposed to be free. This is now subject to CA PUC complaint and legal action against ATT in the local jurisdiction for breach of contract and unfair trade practices/fraud.

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4:34 pm EDT

AT&T mail fraud, wire fraud, bait and switch

The rebate card came with a $100.00 credit on it supposedly I say supposedly because the card has been declined at every retailer except the first one a Chinese resturant. It you go to the web site however for the rebate program they say the card is good and still has $78.00 on it. I read the instructions completely that came with the card (highly restrictive) and figured well mabe the merchants are doing something wrong. So I went back to the same resturant a week later and charged a meal for the same ammount $21.40 with a $78. balance still showing on the card at the rebate web site and no holds, and guess what not it will not go through. I have read complaint after complaint essencially the same. This Wirefraud! and every one affected should complain to the United States Postal Service because these people are using the U.S. Mail to defraud us. You should also complain to the Federal Trade Commission you can do it online and it is easy, also visa and mastercard because their logos are being used. This is definately a scam to keep your money that they promissed and is a clear breach of contract they signed with you.

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RyanO2151
Austin, US
Feb 26, 2009 11:43 am EST
Verified customer This comment was posted by a verified customer. Learn more

Consider yourself lucky for having even received the rebate card! I purchased a Blackberry 8310 on 7/25/08. At that time, the $100.00 rebate was being offered. Naturally, I completed the rebate form, attached the original purchased equipment receipt and also included the proof of purchase from the equipment box. Lo and behold, SEVEN months later, I have yet to receive said rebate. I have had about 20 different conversations with different "supervisors", customer service reps and collections reps regarding this issue and NONE have stepped up to help a customer with an obvious issue that would be easily remedied by crediting my account for the amount in question. As of this afternoon, I have been told that regardless of the status of my previously sent rebate forms, the rebate is now EXPIRED! As of January, I purposely left a balance of $100.00 on my account and I am refusing payment to AT&T until they rectify the rebate situation. I have been told two stories on the rebate, one story says that the rebate company is not even AT&T which would be a clear case of false advertising on a national level. The other says, that the rebate department is in another location from any of the other departments and that they are working on a completely separate platform and no one is able to credit my account. I have repeatedly addressed this issue with AT&T and offered the following under the assumption that they have any and all necessary information on file to help a customer.
1. Locate my receipt for proof of purchase of the equipment in question.
2. Verify that the equipment was, in fact, eligible fora rebate at the time of purchase.
3. Cross check my account payments for any credit being applied from the card.
4. WHEN they see I have not applied this credit, they should then apply a little common sense (near impossible for AT&T reps) and see that the right thing to do here would be to credit my account.
As of today, I have been threatened with interruption of service if I do not immediately make payment for the outstanding amount on my account, DESPITE the fact that I have paid every other part of my bill since taking this step.

ComplaintsBoard
Y
11:28 am EDT

AT&T service disconnection

I am Customer of ATT since July 2008. The main reason to select ATT Internet services because in my community there is no other Internet Service provider and only ATT services are availble. In these three months of service I have got three Account Numbers 9Don't know why ) and above all my services was disconnected three times by ATT ( Don't know why) . But Third time I came to know it was because of their Orders Department came to know that their billing address was missing my APT # in their records, just for this small reason my Internet service got disconnected and now I will be given new account number and as per policy new service will be established after 7-10 business working days. Other than this I have never received my bills for usage and I have asked them to send me bills for usage and they said there are some system errors on their side so it will take some time to receive bills. I can expect a huge bill amount in one bill but don'tt know when. And this time my Internet service has got disconnected. I ma more frestrated now because I am Senior Working Professional currently working from home and this gap of 10 days would cost me more than my job, but who cares, ATT- No way. Atleast I was expecting that ATT will inform me in advance that why they are disconnectig my services just because of not having APT # my billing address in their records. They disconnected the services without my knowledge and Intention. The horrible thing is I have Order receipt and ATT Confirmation Letter where they have mentioned my Activation Details and that have my APT # mentioned. So its really very funny that when ATT Technical Dept, ATT Sales Dept have my detail address but this Ordr and Billing department doesn't have my Details address. In my Community I am bound to get only ATT services so I have get this worst service anyhow as I can't afford individual satellite to have Inetrnet Services and this Big Companies get advantage of Customer problems. I would never ever recommend ATT services to anybody. You better get hold of some other providers or atleast go to area where you have option to choose other one.

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12:38 pm EDT
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AT&T bad service

Be very careful when accepting sales pitches from AT&T customer/internet service representatives in respect to their methodology when giving you dollar credits to compensate you for upgrading your services.

In my case, the AT&T Internet service representative made his pitch wanting me to upgrade from FastAccess Ultra Service to FastAccess DSL Extreme. I declined as I told him I had no interest in paying the higher price for the DSL Extreme option. He stated that he would waive the fee I was being charged for my 'Listing-Not in Directory or DA' service if I upgraded. He confirmed this waiver would be permanent.

Two months later, per my phone bill, I found multiple discrepancies in services and charges that showed his above claim to be false. Not only did he, without my requesting it, remove the 'Listing-Not in Directory or DA' from my list of services, I was charged full price for DSL Extreme with no credit waiver.

Upon speaking with two AT&T customer service representatives about the above, I was told that the AT&T representative who offered the permanent waiver:-

(1) did not document his offer,

(2) removed, without my permission, my 'Listing-Not in Directory or DA resulting in my paying full price, with no credit, for DSL Extreme, and

(3) was not supposed to be waving such services on any permanent basis.

To rectify this I had to call two separate departments:-

=> their Plans and Services department to correct the dollar discrepancies, then

=> their Internet Service department to return my Internet service option back to what it was two months ago.

The resolution process took 1 hour and 20 minutes, most of it due to AT&Ts hold times.

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RRD713
, US
Feb 23, 2017 12:31 pm EST

This is from our business - Transport Financial Services, LLC. We have been on the telephone with their "Business Department" and I first was hung up on after 27.18 minutes/seconds, so I called back and this time I spoke with Cassie and Melissa and they were dummier than a box of rocks. Then being that we are a business - they told me we won't have someone here until tomorrow.
I personally have Cox and they should merge - Cox and AT & T because they are both not forces and have NO clue how to support their customers.
In other words AT & T sucks.

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Mr & Mrs van den Berg
,
May 04, 2008 12:09 pm EDT

When my Husband bought me an Iphone on 4/24/08, from Derek, for my birthday they told us that there was no signal were we lived but soon would be...
That's what they told us 5 years ago when we moved here, at that time we had Cingular as provider, so we switched to Sprint.
Since we travel 4 month out of the year with our RV, we said, that is OK we have a land line at home.
We were NOT told, that they were not allowed to sell to 24590 zip code customers and that they were using the AT&T office address for ur and our bills...so we would have never received a bill and therefore would have gotten a bad credit mark for this, we have excellent credit.
When we returned the phone 5/2/08. They let us stand there for 24 minutes and talked to a youn lady who apparently was known there and young. We are resp. 66 and 62 years old.
Then Misty came and every question we asked, she had to go in the back office and consult with someone else, plus was nibblimg on something every time she came back out...she was really incompetant. Finally after another 20 min Nicholas came out, ###. manager because the store manager was off for 4 days, who was rude, insulting, treated us like 3rd rate citizens.
Someone like that should go back to school and learn some people skills, how can a company use representatives without any courtesy and respect whatsoever?
They charged us close to $ 100.00 "restocking" fee, (these were not Apple accessories) and will charge us $ 39.00 activation fee for an IPhone we had for 7 days and made 1 call on.
We went back to Sprint, whom we should have never left. They were wonderful, courteous, knowledgable and extremely helpful. It was like going from hell to heaven.
My husband has had 2 open heart surgeries in the last 25 years, has hardly ever had the need of nitro, but he felt so angry and insulted that that night he got up 3 times for nitro.
If this is how a US mayor company works, no wonder a lot are going out of business. Wouldn't you, in these hard timrs, treasure your customers ?

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Kristy767
Van Buren, US
Apr 28, 2014 3:52 pm EDT

I sure wish I would have read this before a sales rep talked me into adding the 4th line to get the 160.00 dollar a month deal for 4 phones. You are so right, they lie and then there is no way to go back an prove that the orig plan they talked me into was valid. I am so angry right now. HOW DO I GET SOMEONE TO FIX THIS?

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Lenore1355
Raleigh, US
Jan 17, 2014 6:50 am EST

I'm another victim of AT&T lies. Been on the phone the last three months with them and still can't get anyone to tell the truth. I advice you get everything in writing and that still might not help you. It is very frustrating dealing with them. No one knows what they are doing. I wonder if there employees have a high school education. I wouldn't recommend AT&T to anyone!

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stevensg
, US
Feb 15, 2010 8:52 am EST

Here is what happened. Our Tvs were always freezing and not working. Att fixed the problem and they said to make up for it, they would give us a free 6 month hd trial. They told us that they couldn't give it to us because our bill was late. When we mailed the bill, we tried calling again. Since we called on a saturday, they said they would have to talk to the bill department about the trial. The problem was that the department was only open on weekdays. So yesterday we called and now they said that we can't get the trial because they don't want to give away free trials to people. Now we are just going to leave them

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Unanimous001
tahoe, US
Mar 08, 2013 8:29 pm EST

The problem with AT&T is internal. It is cheaper to run their customer service through an outside source instead of them managing it themselves. I am highly disappointed with some of their managers in Reno, NV especially the Manager in Damonte shopping center. He is very rude and lack professional way of engaging with customers, all he does is argue blindly. I regard him as a tall man with small brain. He needs some evaluation and training on how to deal with customer. Anyways, I will be moving my fourteen lines to Verizon, they do not deserve my business. I will do everything in my power to move my other family member and friends out of AT&T network to Verizon

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j.mora
toney, US
Sep 01, 2012 10:11 am EDT

i decided to change from verizon to att because i wanted to use a prepaid service, verizon didnt have a phone that i liked, so i got a att phone, and a cheaper service.i like the phone, but the service is lousy.i got on the auto refill so that i would always have service without being disconnected, so of course i was disconnected every month with the promise that it would never happen again.this last time they even tried to change my service without telling me to a pay per call.I no longer trust them with my plan or credit card, i now pay it myself every month so that there will be no more games.right now I just needed a cheaper service.so i am getting what i am paying for, cheap customer service with cheap coverage.when i decide i need a more dependable service i will be changing companies...

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upsetshantae
Maiden, US
Apr 02, 2011 3:59 pm EDT
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I have had a horrible experience with At&T. Three months ago I contacted them about changing services. I was told they could prvide the same service and it was much cheaper than what I was paying. They said the first bill would be higher because of the various charges to add a new service. That was true. The second bill was much cheaper like they said. BUT NOW I have my third bill and it is just as much as I was paying with my old service provider. My old provider had better service though! I called and their customer service was somewhat rude and did not seem to care about my situation. That was after I was on hold for 20+ minutes. I am outraged and can't wait until Monday gets here so I can cancel their service. Why would I have ever changed services if I was going to be billed just as much and get poor customer service at that?

AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Feb 15, 2010 10:11 am EST

This is a scam anyway - they give you the free trial, but usually you need to upgrade your cable box in order to handle HD signals. And then after the six months, when you get used to the good quality, they charge you extra money to keep it... Just as well. They ended up losing money in the long run anyway.

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roger
Annandale, US
May 04, 2009 5:51 pm EDT

HELLO

ATT HAS QUALITY PHONES AND EXCELLENT TECHNOLOGY BUT THEY ADD TOO MUCH HIDDEN FEES AND THEY MAKE YOU GO FOR THE HIGHER RATE PLANS. THE OTHER DOWN SIDE IS THEY MAKE HALF OF THE NEW CUSTOMERS PUT DOWN ANYWHERE BETWEEN THREE HUNDRED TO SEVEN HUNDRED IN DEPOSITS. I GOT A BETTER DEAL WITH THE NEW SPRINT IN 2009 WITH THE EVERYTHING PLAN FOR A LOT MORE AND I WAS SURPRISED AT THE SUPERIOR CUSTOMER SERVICE SPRINT GAVE ME AS OF MAY 2009. WHAT A PLEASANT SURPRISE.
ROGER

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S
7:09 pm EDT

AT&T return not processed

It been two months since I returned a bluetooth device purchased on the AT&T Premier website. I was given a return label and asked to ship it, which I did. I even found that AT&T received it at their facility in Fort Worth Texas.

Ever since then, I've been on the phone with AT&T representatives for no less than an hour each time. They take forever to come on the line, then they take forever to find the order number, and each time, they give me a different story on how returns are processed in this company. First, I heard that I need to call and tell AT&T that they've received my return so they can credit it to my account. Then, I am told that I need to wait for two billing cycles for the credit to show up automatically and I don't need to do anything. Then, when I call back again, I am told that they can't locate the order. After several such calls, I am finally told that they've found it and its noted on my account, and they will go ahead and credit it right then and there.

And then, the credit does not show up anywhere! So I call again, and no one has a clue about the credit or the order. The Premier Support rep tells me this is a customer service issue and transfers me there. The customer service rep says this is a support issue, and tries to contact the support people. Then the call drops! Aaarghh.. I have to start all over again.

I am trying hard to figure out how to sue them over this in a small claims court. If you know of a better place to sue, please let me know. Thank you so much.

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Madan
,
Dec 02, 2008 6:10 pm EST

Same issue i am facing nowe. I returned Iphone in september30 its been 2months i didnt received my refund. I called for return almost 10 times to get my refund.
i called support they are forwarding to order management what they used to call, After giving all the details to ordermanagement the call will get dropped in last phase. i asked them to call back but there policies won't agree.

I been like ATT customer for more than 2 years. This is how they are treating there customers.

Where i can file these complaints?

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1:36 pm EDT
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AT&T they lie about rates then charge what they want

I am very upset and outraged about the way I have been treated in recent months by AT&T.

A while ago an AT&T rep asked me if I would like to upgrade to the highest DSL speed at no extra cost. I agreed. Instead, he added a 2nd DSL line to my account! Every time I get a bill I am charged twice for DSL service and have spent a great deal of time sorting this out. Each time, I’m assured it won’t happen again, but it does.

About a month ago, because of this and other issues, I arranged to switch my service to Vonage. I was sent to AT&T’s “Save” department where I was offered the following for $80, permanently, including taxes: Two lines, unlimited long distance, DSL and Complete Choice.

When that deal did not show up on my most recent bill (but the extra DSL charge did), I called and was told there was no way I could get such a rate; that the best rate would be $94.95 for six months, and then I will have to call back.

My husband got on the phone and asked to speak with a supervisor. When she came on the line he told her that he was going to record the call, and she terminated the call! It’s OK for them to record me but it’s not OK for me to record them? Therefore, nothing was resolved after spending more than an hour on the phone with the person she was supervising.

This is absolutely outrageous and I do not appreciate all the time and aggravation I have been subjected to.

AT&T employees have either been downright incompetent or outright liars. I’m not sure which. This is no way to treat customers.

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Larry Roberts
,
Sep 05, 2008 8:05 am EDT

Let us start off by stating the AT&T is like Nightmare on Elm Street. I got the at&t U-verse on 8/05/08 because I felt my DSL was little slow and decided to change services to U-verse because of what I was told would happen if I did change my service to U-verse. First of all they got my order wrong and if I had called the day before I would have the wrong service and only one stream of HD TV. I had ordered for HD TV's. This is only the beginning of things yet to come. I was also promised (2) $100 rebates because of the expense to cancel Dish Network service. When I inquired about it, a $100 rebate was all I was going to get. They installed the U-verse and incorrectly. For the first technition was confuse as what to do. Another came and still installed wrong. Had bad TV reception and picture freeze constantly!

The problem according to the majority of the technitions is cross talk at the telephone cable box, regarding wiring twist. I was advice that engineering knew about the problem over a month now and still has not fix it. I have called them every other day for over a month now with the problems unresolved. Promised several times will be out to replace block in box. Still has not happen. Sent it to Escalations department twice and once in department above it. Still not resolved. Several neighbors drop their service completely with AT&T because of U-verse. I would advice not getting this service because of all the technical problems and no service at all.

Found out that most people in the service department been with company only a few weeks. And in Fort Worth they are checking in their trucks and quiting as fast as they hire new ones. Problems from company from top to bottom! People promised to be there at certain times. Never once they ever showed up on time. Other times said they would get back. Never Happens. Three times have been promised problem at box will be repaired by such and such time. Three times it never happen. When one calls back the number there is never a reply back. This is AT&T at its best. Had Service with this company for over 10 years. Will start getting rid of all service with them. I am in Crime Watch and Code Enforcement and I never saw such a gross neglect service as AT&T!

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Rocket Man
Sunnyvale, US
May 20, 2009 4:15 pm EDT

I suffered a similar experience. In September, I received an offer from AT&T to bundle wireless, internet and land line for $100 a month. I won't go through all the sordid details, but instead of lowering my monthly payments of ~$150/mo they increased to $200/mo. When I finally sorted these problems out, the AT&T rep offered to upgrade my DSL line for only $5/mo to $35/mo. Instead of $35/mo they charged me $70/mo for a service the next rep said he didn't even recognize. I lost my job in October and asked in January to change my residential service to a California life line for $6.11 on month. By March, the new rate did not appear on my bill, so I asked what was going on. The next AT&T rep told me it would take a few billing cycles for the new rate and credit to appear and confirmed the $6.11 rate. I received my latest bill yesterday with the charges still not changed. The next AT&T rep told me that I received a life line "discount" of ~$5/mo to my residential service and the residential service was never changed because I never requested it! Please tell me why I would request a life line and still want residential service when I am unemployed and only need the phone for internet (to help in my job search), which I explained to each AT&T rep on the phone. Now they say the best they can do is to rebate me two months of the difference in charges and the only thing I can do is to file a complaint! I have a better idea--cancel my service with AT&T and never use them again!

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bajaskier
Fond du Lac, US
Sep 05, 2008 9:00 am EDT
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Sue in small claims for "failure to perform"; esentially, they did not fulfill their contract with you. They probabl;y will not show and you'll win by default.

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3:40 pm EDT
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ATT representative said that after I ordered high speed internet service I could log in to ATT reward center after September 2nd 2008 to claim the $50 cash back rebate. I waited until September 2nd and logged in to find out the site said simply my reward had expired. BOGUS BOGUS BOGUS and a FRAUD from A T and T!!!

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1:20 pm EDT
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AT&T fraud

Cingular merged or was taken over by AT&T and subsquently during the transformation their customers were left in mass confusion as to their bills.

Customer's Bills that were being disputed four or 5 years ago and were legitimately being negotiated at the time ago were lost in translation during the merger.

Many individuals since then have been caught up in a horrendous, emotional and credit worthiness nightmare caused by Cingular Wireless, AT&T and the Collection Company they have used called AFNI.

I returned a cell phone to Cingular/AT&T 4 or 5 years ago and apparently my bill was not credited correctly as I had assumed it was.

In all of those years I never once received a notice of an outstanding bill due from either company and I continued to pay my bill on time thinking everything was fine.

Then, all of a sudden in April 2008 I received a Collection Notice demanding $188.26 from AFNI Collection Company for a debt they said I never paid 4 or 5 years earlier. They told me they did not have any details to the account or about the debt, but that I had to pay it that day or they were going to report it to the Credit Bureau's.

I, being one to care about my credit reports and worthiness finally agreed to pay the money this AFNI collection agency said I owed, because I was intimated and I had no other choice.

I paid it by giving the person a credit card number and I followed up on it the next couple of days to see that it was on my credit card statement and it was.

I thought I had nothing to worry about, but I was wrong.

I went in to AT&T this past weekend to get another line on my cell phone account and they told me I could not because my Credit Report at Equifax shows I have a deposit to pay for Cingular/AT&T of $800.00 and it will be on there until the year 2010!

I have called AT&T and talked to a Manager and he say's there is nothing he can do. He said, the Credit Bureau put it on my report and AT&T had nothing to do with it.

I am so frustrated and I know they are wrong to do this type of thing. Something went wrong with Cingular and AT&T when they merged and I am not the only one it has affected.

I am a real estate agent and a buyer I have had trouble getting a home loan recently because of Cingular putting a collection on his Credit Report. My buyer said it was wrong that he could not have a bill like they said he did because he was overseas at the time in the Army! He ended up paying the collection, just so he would be able to purchase his home.

AT&T & Cingular Wireless has made a mistake and they are making their customers pay!

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6:22 am EDT
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AT&T they lied to get contract

May 2008 - Purchase an air card from AT&T wireless.

May 2008 - Receive air card. Doesn't work. Call customer service, they can't figure it out. Went to local store. Turns out it just wasn't activated. Thanks for wasting my time (3 days) and gas with ignorance.

May 2008 - Told I can suspend my card and only pay $10/mo instead of the full $60/mo. Accept the contract under the guise that this is true, because I travel overseas quite a bit.

June 2008 - Suspend card, travel overseas.

August 2008 - Did not receive $100 rebate for air card. Turns out, you can't receive the rebate while the card is suspended. Why does that rule exist? That's ok, I'll unsuspend later when back in the states, then get the rebate (instead of paying the $60/mo to have it unsuspended). Trying to save money like everyone else.

Late August 2008: Check bill. Realize I did not get the $10/mo suspension deal. Still charged $60/mo. Call to find out the problem. Keep getting disconnected when transferred. So, try to e-mail from my AT&T account. Turns out, you can't just send an email, but you go through an entire ordeal of identifying the subject of the email, etc. When you are done, it does not let you email, it says that your problem will be solved better if you call. 2 hours later, I finally get through on the phone.

Same day, the call: They tell me that I cannot get a reduction in price for a suspension. Apparently, I was either blatantly lied to in May in order for me to accept the original contract, or the representative had no idea what he was talking about. Either way, it was what I was told. Yet, they will not refund me the money I was told I would save. So, I ask to cancel. Well, then they charge me $125 for early termination. Then, the lady insinuates that I accepted the contract and that just because I was told one thing, doesn't mean I'm not at fault. So, I cancelled anyway and wish to fight it.

Logical Point: I would not have purchased the product if I couldn't save money suspending it. I am only in the states 3 months out of the year. I was told that suspending it would drop the price to $10/mo, so I accepted the contract. Either through ignorance or malice, I was told something that was not true, and I have to pay for it. Plus, I don't get a rebate. Total money that I should not have paid, but have to anyway because a representative told me wrong info:

- $50 for one pay period

- $50 for another pay period

- $100 rebate

- $125 cancellation fee

Total: $325 that AT&T steals from me all because they told me one thing that wasn't true.

How do you fight this? I have no record of the original conversation. Guess the only way is to post this wherever I can.

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Linda Rispoli
, US
Aug 15, 2017 3:47 pm EDT

THEY TOLD ME 89.99 2 YEARS AND NOW THEY RAISED PHONE FROM 20 A MO. TO 32.00 AND THEY CHARGE A REGIONAL SPORTS FEE OF 7. 29 THEY DON.T TELL YOU ABOUT TILL YOU GET BILL THIS COMPANY ARE A BUNCH OF LYING CROOKS.

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tj ritchison
,
Dec 03, 2008 9:00 pm EST

was told to get 100 dollars back for getting internet and modem and i didnt get my money that i badly need!

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Simple Simon
Mt Pleasant, US
Mar 30, 2010 1:32 pm EDT

A simple request to move an active DSL account from line A to line B at the same residence has resulted in no DSL for 5 days now with no sign of any fix in the future. When we checked why our DSL was down we were informed it was dropped and would be moved to the other line by 5PM. I guess 5PM could mean any day in the future to AT&T. After some cafeful investigation we determined the staff did not place an order for the DSL at line B so A was dropped and a nothing happened. A new order was placed with a 72 hour delay in installation, but it is now in "PENDING" status, whatever that means.

Don't email the CEO as the staff will get even with you and delay or stall any request you make.

As soon as Bellsouth was taken over by AT&T it all fell into the gutter.

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brittanyball91
Springfield, US
Feb 28, 2011 8:42 pm EST

same here! i was supposed to get a 100 dollar mail in rebate and never recieved it!

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CCKMA
Smyrna, US
Mar 14, 2010 11:22 am EDT

Here are the phone #'s, Address, Email, of AT&T’s CEO. Maybe he can get something done because AT&T Customer Service surely will not.

AT&T Inc.
175 E. Houston
San Antonio, TX 78205

ATTN: Randall Stephenson, CEO, President & Chairman

Tel. [protected]
Fax [protected]

rs2982@att.com (direct)
randall.stephenson@att.com

Here is the web address if you wish to join in the class action law suite against AT&T. http://www.dslspeedsettlement.com/

That's right AT&T is being sued for advertising and charging us for one speed on their DSL service and intentionally providing a slower speed.. UH...HUH... that is AGAINST the LAW...

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twinm
Birmingham, US
Mar 17, 2009 8:11 pm EDT

I have a att air card bought 2/9/09 was not told that I have only 5gig cap on my 60 dollar charge a month : looked on bill online about 3/1/09 and there was not a bit usage amount so I kept using card continually: on today 3/17/09 in the morning I tried to connect was rejected code 718; called att cs this evening (Akram) said over 7 gig was used and will be charged well over a thousand dollar for next bill due ; I will keep you posted on outcome of this...

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Vic
,
Nov 14, 2008 3:13 pm EST

Actually, I purchased an air card, It was OK. This week can't get on the internet sites that have graphics. It's slower than dial up. This only started to happen after my 30 day trial was up. I'm taking them to small claims court.

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Ryan Ducati
,
Oct 28, 2008 6:05 pm EDT

AT&T trys to scam alot of people. I have two lines with them (family plan) that cost me $59 dollars per month with a 2 year agreement. The fine print states that I could add a third line for $9.99. So I called CS and to add a third line. They told me I have to sign a new 2year contract for the third line if I want a new phone from them for my third line. This is understandable...

So I bought a phone on ebay to save me the troubles of dealing with AT&T for another 2 years. Once the phone came, I called CS again and requested activation for the phone I bought on ebay. The CS lady told me I had to go buy a unactivated SIM card for $25 at one of their stores then call her back for activation.

I did some research and found out that AT&T goPhones have the same unactivated SIM cards provided in the package, cheaper. Bought one for $14 with phone and SIM

I called CS, thinking I now should have everything I need...
This time I was transferd to an odd pushy department... The CS lady had no clue what I was talking about and told me I had to sign up for at least one year contract with the third line even if I have my own phone. Strange... I asked her why? She Put me on hold and came back a few minutes later saying that's what I had to do. Oh, and now if I decided to sign up for a year add a third line, I would have to order a SIM from them for $5.

Ok, so now I'm offically an un happy AT&T customer. I went back to return the goPhone with the SIM card. Stoped over at an ATT store and spoke to a sales rep. The sales rep gave me a free SIM card and activated my ebay bought phone with out any service agreement.

AT&T is the same old phone company, they try to nickel and dime everyone!
It is strange that they say one thing over the phone when a customer calls, and does another in the store.

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3:12 pm EDT

AT&T billing errors

30+ year 'veteran' of AT&T/SBC/Illinois Bell as customer. Was on calling plan for local, longdistance, grandfathered, added AT&T Internet (via SBCGlobal before buyout) Router problems, went to use Dial Up to resolve issues, Dial up number was given by AT&T Rep to use. Got notice of non-compliance with unlimited domestic plan as the Dial Up numbers were more than 8 miles from my home. Notified AT&T that their rep gave me the phone numbers... was then told they can't put me back on the 'package' as it is not longer available.. went to another unlimited package.. more money. June 9th, 2008 Storms took out my router again... called AT&T Cust service, they gave me LOCAL dial up number to connect/test my router... that number would not 'go thru'.. due to storms apparently... sourced via the library additional dial up number and used it for 7 minutes.. TO TEST THE ROUTER/LINE with AT&T and 2WIRE.com. Router toasted so 3rd one Purchased thru AT&T. AT&T Internet Services DID credit replacement cost.. however as I used a dial up number that was working but fell under "local long distance" as more than 8 miles from the house.. (again, I was not able to get THRU on the LOCAL dial up number).. they sent me a 2nd Offense Notification... recieved on June 13th, 2008.. that effective June 9th, 2008.. all long distance calls were billed at a standard rate of $.25 - $.35 per minute. When a new plan would be put in place, billing would be put at $.10/per minute.
I called AT&T Long Distance on June 13th the moment I got the letter of infraction and was told "too bad"... either I sign up for another long distance program that was far more expensive or 'deal with it'.
I called back and said "cancel ALL of my AT&T Long Distance" was told I had fees to pay "your state governor" to remove long distance from my home line. I contacted Vonage and found what seems a worthwhile option... set up porting of number and was in a 30 cancellation option with them. Recieved a phonecall/ automated/ from AT&T regarding change in service.. message was that ALL AT&T services would be disconnected... if that is NOT the case.. call 800-blah blah... which I did. Call taken by male rep who was told what was to be cancelled... what was to remain (Internet / Local calling) and he said after all facts were told.. he'd with my permission.. pass me on up the line to Michalyn, Account Retention Services. Micahlyn, offered credits to offset the long distance calls, put me on a plan all inclusive for $40/month.. gave service discount on the internet portion and told me 'wait for 2 billing cycles.. as we are in the middle of one now, all credits will show up on the 2nd bill so don't worry about the next bill.. just pay it and the credits will be on the following." I was thrilled to the point that I increased now to a 3 pack bundle... dropped Direct Tv and had her add Dish TV to my AT&T Bundle as a thank you / reward for outstanding customer service. Installation was great.. I was happy and the man that needs the longdistance in my house was not so happy as he LOVED DirectTV but ya take what ya get. Just recieved the "2nd bill" that is to have the credits to offset the $140+ plus longdistance bill from the "intermediate" billing cycle... no credits.. hust higher rate of "per minute" long distance. Almost $400. Called AT&T several times only to be put on hold or dance thru the maze of "make yer choice".. and "I'm sorry.. I didn't understand what you said" computer generated "directory". Total time on the phone with AT&T to get NOWHERE was 2 hour 18 minutes. ONE which lasted on HOLD with 2 interuptions to 'hang in there" was 1 hour 28 minutes.. precisely ending 20 minutes AFTER the Michelyn I worked with had 'gone home". I don't work... I am living off my savings as I have to give respite/hospice care to the man who is living with me. HE uses the long distance to talk to his family in FAR away states. North Dakota, California, Florida... and one ex-trucker buddy that keeps him company thru this now 2 1/2 year battle with metastatic cancer and chemo. It's his lifline literally. I can't pay the $400 phone bill.. hard enough to pay the high previous bill.. Need some RESOLVE here...
same issues here with promises to "call back"... just GOT a call back.. and was told the person that needs to review "your problem" isn't in until Monday and Monday we're busy.. so maybe Tuesday... in the mean time.. don't make any long distance calls as I can't say if we can help you with the (now) $.35 / per minute rate... The $400 bill will sit unpaid as I WAS sucker enough to "go ahead and pay the NEXT bill and BELIEVE it when I was told "all will be credited on the FOLLOWING bill..."

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Juana Cotto
Melbourne, US
Jul 13, 2015 11:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I connected my service with AT&T a month ago. I kept calling asking for my first bill and nobody told me the truth. They kept telling me that my bill will be almost $50.00 per month. When my bill came it was $2, 060.00. I have just Internet plus home phone with unlimited national calls, plus a tech service per 12 months, plus they charge us $10.00 per their modern to become us . Why we want to have a modem ? But they charge us in order to have they service in a our homes !...Its incredible the way they are doing business today and Government are not controlling all this abuses to consumers !...I want to disconnect all my services with At & T and nobody show up to solve this problem. I want to put a big claim against AT&T.

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frustrated and confused
Durant, US
Sep 21, 2009 8:36 pm EDT

We received a $1300. phone bill from att after being supplied with the numbers by their partner, yahoo. No one ever told us we would incur long distance charges @ $.40 per minute when we signed up for the "unlimited long distance" and dialup internet service which ran at less than a snail's pace. What a scam!

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11:38 am EDT

AT&T refusal to apply promised credit

I was considering buying an iPhone 3G and when I ran into some unclear information on their website about eligibility, I called to clarify. What happened next was five/six conversations over the next few days, whereby several AT&T care reps provided conflicting information relating to eligibility, pricing, where I could buy the iPhone, etc.

I finally spoke to someone the day the iPhone was released and was advised that all other information provided was premature. He stated AT&T had only just made available the detailed pricing and eligibility requirements that all care reps should use in their conversations with customers. He was sorry that I had been misinformed, and when I announced that AT&T's service, or lack thereof, has proven the deciding factor in my decision not to renew my contract when it's due. (This is where the story gets good.)

At this point, the care rep offered me a credit on my AT&T account of $100 that would be applied if and when I purchased and activated an iPhone. I advised him that I appreciated the offer, but that AT&T had lost my confidence. He then offered to credit my account $200 should I purchase and activate an iPhone. I thanked him again, but still wasn't interested. He stated that he would note my account either way and if I should change my mind, the account would be credited.

A few weeks passed, and while shopping at an AT&T store with a friend, I decided to verify that my account did in fact state the credit. The retail care rep confirmed the note regarding the $200 credit. I still was hesitant about making the purchase until a few weeks later. My existing cell phone's battery was malfunctioning and I decided to purchase the iPhone, going against my prior decision to leave AT&T.
That $200 credit would certainly offset the $499 iPhone price to a reasonable extent.

August 9, at the Apple store, I had to speak with an AT&T care rep to disengage my corporate discount before Apple could activate my iPhone. While speaking with AT&T to take care of this, I asked once more about the note about the credit. The note's existence was confirmed once again, and I went forward with the purchase of the iPhone.

August 21, I called to speak with AT&T to set up the voice mail on the iPhone. Once this was resolved, I asked whether the credit had been applied to my account. The care rep stated that no credits would be applied to the account related to the purchase and activation of an iPhone. I nearly lost it. I spoke with several supervisors since that initial conversation, and all stood firm that AT&T would not honor their word.I've returned the iPhone and luckily didn't have to pay any restocking fees (No thanks to AT&T).

Today, I am back to using my crappy old defective phone, held together with scotch tape and a Popsicle stick splint. But as I look at that sad phone, I know as each day passes, I am one day closer to being free of AT&T.

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Princess Pittman
McComb, US
Mar 29, 2009 12:43 pm EDT

Good morning att,
Hello my name is Princess Pittman and I recieved a letter stating that a reciept was missing or misplaced but I sent everything on the list, in order to recieve a rebate. But any who I went to att to get another reciept for both of my phones but I lost the letter so how do I go by sending the reciepts. My mailing adress is princessp8226@yahoo.com.

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7:48 am EDT
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AT&T bad business practice

My phone has been giving me trouble since I've been with AT&T and the service is horrible. I first went into a store to "purchase" another phone. I wanted a refurb but the store clerk said I would have to go online for that. I went online and there the option to buy another phone kept going around in circles. Later that night I called AT&T and none new how to help me. I only wanted to buy a phone. Is that too much to ask. I ended up being transfered 4 different times and disconnected twice. The next day I went online to speak to a representative via instant message. She informed me that I couldn't buy a new phone unless I go into a store(where I started out). The customer service at AT&T is one of the worst that I have ever experienced. All they care about is getting more customers and care less about the customers they already have. I will definitely be looking for a new provider.

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jimlee
, US
Dec 13, 2008 2:38 am EST

We purchased three cellular phones from AT&T Wireless online shop in December 2007 and subscribed for AT&T wireless plan. We canceled the services within a week after we received the phones due to weak signal and call drops. It has been almost one year since we returned the phones to AT&T processing center. We have not received the refund for the phones as promised in AT&T service cancellation agreement. I made many calls to AT&T customer “CARE” and spent hours in the phone conversation with AT&T customer service representatives. They acknowledge that AT&T has received the phones. But they refused to send me the refund because the phones were given to me free of charge. I have the order confirmation from AT&T which clearly shows the amount of charge for the phones. When I provided the order number to them, they initially claimed that they do not have the authority to view the original order. After I mentioned that someone within AT&T wireless must have the authority to view the order, they claimed that AT&T doesn’t keep record of past transactions. I am shocked to know that AT&T does business in such a way. They asked me to send them a copy of my credit statement. Though this is a ridiculous request since they should be able to find the past transaction record by the order number, I still followed their instruction. This issue has not been resolved yet.

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One pissed off B
Washington, US
Oct 02, 2009 12:39 pm EDT

At&T has not changed their BAD BAD BAD business practices since I have been with them over 10 years ago. I paid the extra disconnect fee so I don't have to put up with them anymore. I have not met many people that are happy with their services and customer service. Why people are keep giving their money to them is beyond me. But until people will stop and actually do something about it they will continue their crapy services. So do something about it!

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6:41 am EDT
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AT&T uverse equipment returns

Disconnected our U-verse account 0n May 26, AT&T required to send boxes for the return of receivers and gateway but these boxes were not received until late July. The equipment was sent via UPS with tracking number on July 26. Received a bill for missing euipment for a total of $648. Have talked to just about every department at AT&T and they have the record of equipment being received in Laredo however we still have outstanding bill. Don't know what it will take for this correction. Waiting on yet another call back from them telling me what the problem is (August 22).

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Linda Noles Holland
, US
Sep 10, 2018 2:25 pm EDT

Their customer service stinks. I was told I would receive a shipping box and label to send back my modem. Now, I am told I have to drive 45 miles to the nearest UPS store in order to return the modem. This is ridiculous. I have spent countless hours on the phone with their reps and have never gotten any satisfaction from any question I ever asked. I have already switched my carrier and they could offer to GIVE me FREE their services and I would not ever bite again. I'm just waiting for them to charge me for the modem that I am sending back. That will be the next issue. I'm done!

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Robert L Lewis
, US
Oct 05, 2021 2:17 pm EDT

You're lucky. I had to drive 125 miles aftr a similar scenario and 6 phone calls promising shipping labels, etc.

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Laura Anderson Stephens
, US
Sep 19, 2017 7:06 pm EDT

I returned my equipment to AT&T and they are charging me for the bill plus for the equipment $804 I returned my equipment and they won't take it off. They have sent it to a collections agency I have been going back and forth with them for almost a year . They said they would take care of it and haven't there has to be somewhere that we can call to report them on this. I am so upset with them it's terrible that customers have to be treated this way.

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timothygross
, US
Jul 20, 2017 9:32 am EDT

i gave the ups driver the old one when he gave me the new one

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Peggy Hunt
, US
Nov 10, 2016 7:56 am EST
Verified customer This comment was posted by a verified customer. Learn more

Account No.[protected]. My name is Peggy Hunt.I called and cancelled my Internet service 10/25/16. I also cancelled service with Directv the same day. Directv mailed me a box to return their equipment. I called AT&T to ask if I could return their modem and cord in that Directv Box also. The
employee said that would be fine. I mailed the equipment Nov 2nd. I do not have the equipment and have talked to numerous people about this but no one seems to help me. I keep getting emails telling me to return the equipment or I would have to pay $150.00 . I was under the understanding that Directv and ATT were the same company now. Please email me back or call me [protected].

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Pedro R Diaz
, US
Aug 08, 2016 1:15 pm EDT

Dear Sir / Madam,
I received a letter from AT&T with equipment return instructions. The equipment was already returned via UPS a week ago, UPS tracking # 1Z7R3E259006091124. Please verify that it has in fact been received at AT&T, so I am not charged with the non-return cost.

Kind regards,

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Tenneille
, US
Jul 13, 2016 7:41 am EDT

they canceled my service a month ago and I had paid my bill and they told me they would credit my account for two months and here it is again they canceled my service and again the guy said that they have to send out another technician out to connect services again.
This is very stressful and a complete headache on AT&T part.. I want my service turned back on with out a technician and my account credit like I was told once before.
[protected]

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Tenneille
, US
Jul 13, 2016 7:41 am EDT

They are a lie and cheaters with bad costumer service

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Lbormann
Waukesha, US
Jun 03, 2016 8:23 am EDT

I ordered high speed internet from AT&T Uverse at the end of November 2010 . I canceled the installation of AT&T internet 1 business day after setting it up. Within 2 days of cancellation, I received the hardware for installation- which cost over $100.00 and which I was told I would receive a $75.00 credit for.
I mailed the hardware back to AT&T via their enclosed return labels. Although I have had extensive experience shipping through various carriers these labels were EXTREMELY uninformative as to the carrier and I saw no tracking data. I dropped the package off at my local post office to an agent and they also could not tell it was not for them. I received a bill for 105.10 in January and called Uverse billing support and was told they had not received the return and I would be held responsible for it if they did not receive it. I was also told that they deal exclusively with UPS for shipping- this was NOT CLEAR on the label. I have seen other reviews saying that even with the tracking info, people are still being held responsible for the amount of the hardware returned to AT&T. These practices seem like a very good way for AT&T to make a bit of extra revenue off their customers who cancel, AT&T should be aware that they are alienating their customers as well.
BEWARE of subscribing to this service which requires you to purchase hardware outright. It seems to me that AT&T is getting tricky with returns as well. Based on the shipping labels I received, I don't really think they wanted the equipment returned to them. It seems they would rather have their customer on the hook for the amount of the "returned" hardware than actually getting it back.

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pomphohi
, US
Jul 10, 2011 3:59 am EDT

I have had U-Verse installed for a little over 6 months. Within this time, I have contacted technical support for my TV and Internet at least one per month. My wireless connectivity is intermittent. The technicians run line tests, reset channels, have me reset everything in my house...they have sent me additional parts to plug into my computer, my laptop, etc...they have even tried to have me pay for a new router.
I am waiting for a Level 2 Service professional at this very moment. I should have never switched. Don't ever do it.

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J.P. Monsche.
, US
Nov 21, 2009 7:22 pm EST

I've had problems with ATT several years ago, when I inadvertently paid a bill twice and could never get a refund for it.
Now the infamous OAN charges for unsolicited "services" on the land line bill? OAN are impossible to get in touch with and ATT is uncooperative.
I've been paying these charges unwittingly for months, having set up a direct payment with my credit card, but enough is enough! These greedy thugs have stolen millions from the good people of America, during the second worse recession of the century, mind you. Would this be a good grounds for a class action?

Jean-Paul Monsche

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11:33 am EDT

AT&T at&t service rep lied and lied again

I just signed up over the phone for dsl on Friday. My friends have it for about $24 a month. Justin, the At&t rep, said it would be $35/mo. I questioned him on it because it was higher than expected. He said that was the price. I asked about discounts. He said I would be getting a $200 rebate. I said I wanted a phone...he said it would be $7 per month and would be good for the entire metroplex. He then asked for a credit card number to secure the modem. I protested saying I used to have AT&T before and that I usually don't even have to pay a deposit because my credit is good. So I signed up, the phone was turned on and I was to receive the modem in a few days.

Then I got a call from the AT&T credit department...they had the wrong account number on my account. I was transferred back to the sales department. Turned out Justin lied and lied again to me about my options. There are 3 tiers of internet service based on the speed. (Actually on line there is an even cheaper version making 4 tiers) The amount ranged from $25/$30/$35 which I was only given the choice of the premium $$$ service. The rebate is incorrect, $150 max. Also I'm being charged for the modem and shipping, something that Justin didn't bother to inform me of. Also the basic phone line only can have 25 outgoing calls. Something Justin forgot to mention. And he didn't mention I was being signed up for automatic monthly bill pay. I do not want monthly bill pay. I would have backed out of the "deal" if I had known that. Now I have to wait for the dsl to be turned on (according to the new rep) and then cancel it and change it over to a regular account. This new account will be based on my actual credit score which Justin didn't bother to run. My instinct was not to go thru with the "deal" when he asked for a credit card, but he assured me "that is the way we are doing it now". Evidently, NOT.

Trust your instincts. Hang up and call again and see if the next new rep says anything different. Do it 2 or 3 times. Perhaps you can eventually get the real truth about their range of services.

Because of the lies I was told, my instincts tell me not to do business with AT&T, however, as far as getting telephone or higher speed internet, I'm stuck with them.

I have a message into the supervisor to file a complaint against Justin formally. He needs to be repremanded and reinstructed on how to sell the service. If he cannot improve, let him find other work

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Update by debbie
Sep 22, 2008 11:40 pm EDT

Followup:

I have received my $50 modem rebate in the mail. The internet service is great. Much more reliable than TimeWarner or the Sprint pc card and service.

However, the revised $100 rebate never materialized. I called and the AT&T rep said it would be added. I checked today...it's there but I would have to ADD 2 ADDITIONAL services to get it. This is not was was told me by the second AT&T rep. I was told I had a refund because I had switched from a different provider (in this case Sprint) and for signing up for the DSL Pro. (Which is the ONLY service I was offered by the first liar representative.) So now I have to call again. I checked the website and I am definitely suppose to get at least an additional $50 rebate for signing up for DSL Pro and should have wireless at various hotspots from what seems to be available on http://www.att.com/rewardcenter see the disclaimers. Don't agree to anything unless you check out their website. Don't trust anything they tell you. AT&T customer service representatives make promises they have no authority to offer and no intention of keeping.

I have still not had a return phone call by a supervisor to make a formal complaint against their sales person, Justin. I left another message on the supervisory phone and still have not had a return call.

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Anna
Big Rapids, US
Mar 11, 2009 9:05 pm EDT

I was informed by two AT&T representatives that DSL service was not able in my area when it was available however I was able to place in order online for it. I was able to receive the DSL service.

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Anna
Big Rapids, US
Mar 11, 2009 9:00 pm EDT

I've tended to find that AT&T products prices are better online and it's better to order online with AT&T. You can purchase the specific products you'd like online.

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Eva Elizabeth Wood
,
Sep 25, 2008 9:13 am EDT

I have Frontier high speed DSL internets service. Frontier won't let me cancel when It is time to conetact them a few days befor renewal date. They did not tell me how many days ahead to call them. Renewal date is the 22ed of September I called them on the 18th of September. The lady said on the phone that she will checked to see if I am renewed then to call me within 24 hours. I did not hear from them. Then my sister called them. Very angrly and rudly my sister yell at costumer service personal about my situation. The ledy told my sisiter that she will give me a call. She has my call noted and forgot to call me back. That she will call me. I have a feeling they kept me on. My money situation is tight and looking for ways to work it to pay my bills. Canceling my DSL service is one of the ways to get extra money to help pay the bills
I think these serviese are not being honist with us. They are greedy. And force us to keep the service we do not want. Or cancel to pay$200-$500 cancelation fee that I can not afford to pay. You are in for a battle in canceling the DSL pro. Do not be surprise that they renewal your service way befor you call a few days befor the duedate to call them to renewal or cancel your internet service.

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5:38 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

AT&T at&t cannot correct their own incorrect billing

Since I moved and started new phone and internet services, I have been billed incorrectly every single month from AT&T. They incorrectly added someone else's account to my bill, and every month, my husband and I make multiple phone calls, waste lots of time on hold and being transferred to the appropriate people, to be told that the issue has been resolved. The account reps give us our "correct" bill total and we pay. The next month, the bill has not been corrected, so we end up with a past due amount for someone else's services (whose name is actually appearing on our bill!), a threatening notice about disconnection of service and bill collection agencies, and a new total that also includes this person's services for the current month. Every time we receive a bill, we call again, with the names of the account reps we've talked to in the past, and all of our "confirmation codes" that were supposed to re-assure us that this issue was taken care of. And every month, we call several times, spend lots of time on hold, and are told that "everything has been taken care of", when clearly, since each bill is still incorrect, it is not. My husband and I moved to this address almost 9 months ago and they still have not corrected their own billing mistake.

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dennis
,
Aug 29, 2008 2:49 pm EDT

Where do I start with At&t's completely bogus attempt at offering digital cable. Firstly it is not even offered by At&t it's a company called Dish net. So you spend half your time arguing and helping these to ###ic companies communicate to each other. For example my At&t bill had one price and when i called the dish net the, had a completely differnt price. So I spent 6 hours going back and forth between these two companies to help them communicate to eachother. This is only half the story, I didn't even mention the 3rd party technician who don't even work for Dish net and the company dosn't even know who they are untill they do something wrong.

The end of the story. Don't be fouled by some stupid bundle advert from At&t, they don't know or even have cable tv services. Hey why don't you just stick to what you know At&t?

...currently still on hold.

dennis in California

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Dave Bowes
,
Nov 13, 2008 1:19 pm EST

its not cable... its satellite diffrent concept and when i had it it went out on sunny days soooo... ...still on hold!

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june sorensen
,
Nov 01, 2008 4:40 pm EDT

att is damaging their repution. I have been a customer 20 years and since the merger, be careful check your bills. I have cut all services off from att and gone with a new provider and very pleased with my new provider. Att has not taken care of my concern. I have been on hold numerous times up to 1/2 hour without any results if anyone has made a complaint about misrepresentation by att let me know so I can submit my complaint. From A Very Dissatified Customer

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Brenda Korte
,
Sep 22, 2008 5:38 pm EDT

I have told them five times that they have lost one payment that was over a year ago and they still deny it. They want you to clean up their messes. It doesn't matter if you dispute the charges, because you still have to do their work. ATT wants you to make your payments in a unreliable computer machine or charge you extra for paying them. The problem is: I had a good service with Pacific Bell and this cooporate monster just took over my account without my choice. Had I chose them, that would be my mistake. However, they took over me and charged me unjustly with hidden charges.

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Micheline Rauch
,
May 31, 2008 1:29 pm EDT

You'll read my story too about being billed for my son's advertising with the Yellow Pages. After doing what you have done for 9 months, I'm finally dumping AT&t for Brighthouse.

YOU may want to think about switching too, AT&T gave me the run around in the past also but today I have a choice.

Mimi Rauch

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7:03 am EDT

AT&T extra charges

I checked with at&t a year ago, when I began to get everything together to open a new business. They quoted pricing for a business phone. I could get a 1 year contract (because of not knowing how successful this venture would be), rather than a 3 year contract. Then at the end of that year, of course, I could continue with another year, if I was making it o.k. When I received my first bill, it was larger than we discussed, so I called the co. and was told that the person that I set my account up with, did not tell me all I needed to know about the charges, but this new person would give me a rebate, plus a discount each month, to help me out as a new business. They sent me a new contract to sign and everything was good.
About 8 months later I had reason to call the co. and asked them when my contract was up. The rep. told me it was not up for over 2 more years.? I explained the past conversations, and he said fine, but you should know that if you make this a 1 year contract, we will charge you an ending contract fee, plus charge you back the discount you have been getting.!

Well needless to say I was upset, and said, "I know you can't be for real, when your office is the one that set all of this up?" "Well m'am, I just want you to know before hand, that you will be charged, if you end this contract before the 3 years is up". Well guess what? I received a bill the next month for over $400.00.
I called and asked for a supervisor, and they told me they would return my call within 48 hrs. 3 weeks later I have heard from no-one.

I called again, and was told that the super. would have to call me back. "No I'll just hold on while you get her", I told them, after my past experience with supervisors calling back. An hour later, I'm told by the super., that there is nothing they can do, even though she agreed that it was their office's fault. I told them I could not pay the bill, nor did I think it was my place to have to pay the bill. And I didn't. When I received my next bill, with the charges still on there, I finally got another super. and after telling my story for the 5th time, she said she would remove the charges, except for a small portion, and I would need to call them when I got ready to end the service, before the year's contract was up. Several months later, as we decide our economy will not allow us to stay in business, I call to find out when my contract is up, and they tell me, the following day, and they will see to it, that the contract is stopped. I had the phone disconnected when we closed, at the end of June.

The NEXT month, I receive a bill for $202.00. I have already paid my last phone bill, after having paid my bill every month since I talked to the last supervisor, which helped me out. I call them and they tell me this is because I did not send them in writing, 60 days before I ended the contract, that I was ending it. So they charged me $202.00.

What in the HECK, kind of scam is this. Nearly every person I talked to at at&t, gave me some kind of bologna story, and never panned out what they said they were going to do, except for the supervisor whom took the $300.00 and something, off of my bill. If that office told me something, and they tape every conversation, then why don't they follow through? I was a small business owner, trying to make it (and didn't), and they weren't true to their word right from the start.

My store is closed, I have a large debt for the year that I was in business, I have excellent credit, and can not pay this $202.00, nor do I think, because of the incompetence of these people whom don't know their jobs, that I should have to pay it. Something needs to be done.

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Valerie
Valerie
, US
Oct 15, 2008 6:13 am EDT

Two year ago, I got a contract with Cingular today the new AT&t., I am a US ARMY member., for this reason I moved from Florida to North Carolina., I have almost 22 months as a at&t customer. But today this company that is supposes to support the troop, was negligent and made in my point of view something dishonest.

I tried to upgrade my cell phone I was sure that I can do this because in July and two weeks ago I called to customer service to be sure if I was eligible to do it. And the representative told to me that I was eligible. Still toning when I check online my account appears as eligible (Sep -25-2008)

But last weekend I received in my mail a offer from Radio Shack with better prices so I tried to do the upgrade ., but when the salesmen in radio shack called at&t to get the approval, they block my account and they said that I was not eligible . so I took the phone I told with the representative from at&t and he told me that I was not eligible because �I talk too much with my cell phone� I was disappointed I said what kind of excuses is that and he told me that at&t don�t have antennas in the area where I live so they have to pay for this service to another provider.

When I got the contract nobody told me about antennas., networks and all this kind of bulls�� sorry the only thing that I know is that I paid my bill on time every month and I have ways to probe .i don�t care if at&t have to paid for use antennas or other network. We have a contract and they have to give me good services that include signal and accessories. Anyways I pay for that.

But the bad thing about this is that when I asked how I can remove the block from my account, they said that the only way was if I bought the cell phone from them paying more expensive and waiting for a rebate for 13 weeks. This is a dishonest way to obligated me to buy a cell phone from at&t.

I have copies of the notes that they put on my account with the ridiculous excuses .like, you talk too much and at&t have to pay to somebody else. If the business is not good for them just let me know and let me get out of the contract and I looking for an honest provider.

ComplaintsBoard
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11:46 am EDT

AT&T etech

some putz from ETECH claims to be from AT&T ...
and he knows I have DSL and wanted to GIVE ME faster DSL service ...

I told him I am not interested
he keeps talking
I tell him if AT&T wants to give me something they can put it in writing

... he continue to claim he was FROM AT&T ...

like I'm an idiot ... hello --- caller ID ... [censored] ...

he called multiple times ... I stopped answering the phone.

when I say I'm not interested and HANG UP that should be that.
I don't care if AT&T paid you a billion dollars to call me.
this is harassment.

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Anon8
Nacanowhere, US
Feb 04, 2010 11:38 am EST

BTW: Etech is located in Texas not in South Carolina.

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Anon8
Nacanowhere, US
Feb 04, 2010 11:35 am EST

Jo Pratt:

I used to be an Employee at Etech. It was policy there that unless the person specifically, just as I am stating here says "PUT ME ON YOUR DO NOT CALL LIST" the employee couldn't.

Considering jobs in this town are scarce and that while it's not the best job in the world to have, a job is a job. We didn't like calling you anymore than you liked to hear it.

Since for your age you seem computer savy go to www.donotcall.gov to put yourself on the National Registry.

I took that job so that I would not be a drain on our welfare system. I have never taken a handout from the government and while I absolutely hate Etech...you might be a little respectful that while some telemarketers are indeed horrible, most of them are not. I wish you could have met the co-workers who worked very hard at their jobs in order to feed and clothe their children, go to school, or who like you are over 70 years of age but yet still must work in order to survive because they have no retirement.

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Jo Pratt
, US
May 28, 2009 4:45 pm EDT

ETECH has called several, several times during a day and they are
not only rude but don't know what the word NO means. NOT
INTERESTED> Have repeatedly asked to be taken off the calling list.
I am close to 80 years old and wonder if I am even to to make it
to that age. I am not well and your continuous calls are making me
much worse. I have reported your abuse to the doctor but he tells
me that even though he is in sympathy, he can only give me
a notice stating my condition. Who do I send it to?

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Ralph Mahan
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Nov 10, 2008 4:10 pm EST

We received two calls from these people, who can barely speak engligh, identifying themselves by saying they were with AT&T. I could not understand the caller, and told him so. He then gave the phone to another shyster, whose English wasn't much of an improvement. He, after first telling me that if I disconnect the modem on 12/12 and leave it unplugged for five days, changed his mind and said it would only neeed to be unplugged for two minutes. "Well, isn't that nice of AT&T to do that free of charge!" I said. He then told me that ordinarily AT&T charges $32 for the new service but, because I am who I am, it'd only be $8.00. I gave him the year of my birth, and told him to recognize the fact that I wasn't born yestetday, and hung up.

ComplaintsBoard
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4:30 am EDT

AT&T at&t provides the worst service ever

I am done dealing with AT&T and their horrible service. They are a scam as far as I'm concerned. We had AT&T landline and DSL service in our old house so when we moved I mistakenly thought it would be easiest to continue with them. Boy was that a huge mistake! I should have remembered that our DSL service often stopped working in the evenings during peak hours right when I was rushing to meet a work deadline and working from home. The DSL service was never reliable. I should have remembered that when I called to inquire about transferring our services to our new home I was told I was spending $30-$40 more than I needed to monthly because I was still under an "old" plan and that I needed to check in periodically to make sure I got the best prices. What a scam. I should have remembered that every time I called in for service it was more than 2-hours wasted on the phone with people that usually were no help at all. I should have remembered how much I HATE that automated thing that picks up when you try to call AT&T that takes you forever to get to a real human being. Instead, I trusted AT&T and I will never make that mistake again.

I called two months in advance to make sure our home phone and Internet service would be set up on time because I work out of my home and it's critical. 14-days later, we not only have NO service, but I keep being told that due to a backlog, they haven't even sent a technician out to look at the problem. When I asked for a credit to my account for the services I paid for which I am not receiving, they basically told me I would not be credited for the full amount I am due. They also will make no guarantees as to when they will fix the problem. Furthermore, they promised to call to give me an update on my issue and have not done so at all. I think it's a shame that in this day and age people can't get simple things like phone and internet service at home in San Jose, CA. I think it's a shame that AT&T can treat customers this way and still be in business. I think it's a shame that AT&T even has any customers at all.

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BURNEY BURGSTINER
,
Mar 12, 2008 11:15 am EDT

I have been advertising with bell south for over 10 years. I told the new sales rep that i did not want to continue doing business with them in 2008. She brought her manager over for a visit and he promised that i would get everything i had last year, a re - designed full page ad, a new website and a listing on yellowpages.com for just around $50 more than what i was spending in 2007. I decided to try it one more year. However, when the 2008 directory came out, i did not have everything i had in 2007. I have tried everything i know to call the sales rep to discuss problem. 6 weeks have gone by and no return phone calls as of yet. I sent a certified letter to at&t to cancel my advertising and i do not intend to pay them another penny. They have messed with the wrong guy on this one.

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Debbie Duncan
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Jul 03, 2008 10:57 am EDT

I get billed every monthly for 9.99 but when you call them they no nothing about it. They tell me I don't have an account with them but yet they keep billing.

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Don't Blink
Akron, US
Aug 20, 2009 3:58 pm EDT

An AT&T salesman named Richard [protected]) called me today offering me a "special" advertising deal with AT&T. He said he saw my ad in the local newspaper. I thanked him from calling, but told him that I had already exhausted all of my advertising money for the year---and that I was not interested in his offer. He became EXTREMELY rude with me, to the point that I had to remind him that he was trying to sell me something...and he didn't need to ### and attitude with me for not wanting his service.
He continued to argue with me about my need for advertising...and that I evidently wanted to get my business advertised, or else I wouldn't had the ad in the paper...yada yada yada...I end up having to hang up on him.

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XNavyDude
Newport, US
May 04, 2010 6:55 pm EDT

I had AT&T for my home phone and had to use Dial Up for the internet, because the technician told me that I would not be able to get DSL, which is crap, If you can hook a phone line up and you have a clear view of the Southern Sky, you can get it, he is as dumb as a box of rocks, further more, AT&T, Charge me $140 and I agreed to pay it and then my next bill went to over $900, and then a $1000 and then back to over $900 and in between a collection agency sent me a letter for the same amount. I have called them on numerous occassions and got the run around and switched from one operator to the next. To sum it up, prior to the huge charge the put on me, I was suppose to have an unlimited package so I would not get charged for the dial up service through aol. AT&T tried to tell me that it was because the town next to me where my connection was, was long distant, which I know is wrong, because, it has to be a 150 miles or more to be considered long distant with the same area code. They (AT&T) told me that there is no determination with long distant and the town is not even 30 miles from me and I know that other phone companies do not do what AT&T is trying to pull, they are full of crap and have received a penny from me and will not receive a penny from me for there ignorance and I will never deal with them again, they are true idiots and a major scam

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rexs
Las Vegas, US
Feb 15, 2010 12:11 pm EST

I am sorry that you are not happy with yellowpages.com. I was looking online found a website that you can have a ebillboard for FREE. Just go to seekshallfind.com. I was talking to my friend Bill he sign up for a ebillboard. He told me that he is glad that he got a ebillboard. His business just moved to a new building he went to change this info with yellow book and was on hold for 35 Minutes waiting for someone to talk to. When he went to his ebillboard and change his info and it took him just few minutes.

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dylan72986
, US
Dec 09, 2008 1:19 pm EST

Debbie and ME Smith, I'm sorry to hear about your problems with AT&T. I think I can help both of you improve your plans. After being similarly annoyed with my Verizon Wireless experience, I recently joined an increasing number of consumers who use the website www.fixmycellbill.com (by a company called Validas) to effectively battle the kinds of unnecessarily costly wireless bills that AT&T tried to stick you with. And it works. My savings through Validas of around $230 per year are not even exceptional given that the average Validas user currently saves $487 annually. I was so impressed with these real results that I took a job with the company.

Here's a quick breakdown of how it actually works. Validas analyzes your online cell bill for free and calculates how much money you could be saving. It turns out that eight of ten wireless customers are paying more than they need to for their plans. Validas fixes these discrepancies by tailoring a customer's plan to fit their specific needs. If you choose, Validas provides your personalized cell bill adjustment report that is emailed, for five bucks, to your wireless provider in industry specific format so you can actually implement these cash saving changes. If Validas can save you more than $5 on your bill, this obviously provides a very cost effective solution.

Validas is rapidly gaining a reputation as the preeminent advocate for the wireless customer. Check out a feature about the company on The Big Idea with CNBC's Donny Deutsch at http://www.cnbc.com/id/22782456/. Any cell subscriber who wants to cut costs should consider Validas. It’s free to consult and you only stand to save.

Good luck to both of you in reducing the AT&T bills.

Dylan

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Don Troendly
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Sep 23, 2008 12:07 am EDT

AT&T stands for ( Aggravation, Turmoil & Trauma thats what i have experienced since dealing with AT&T. The Uverse dept. is obviously not staffed with competent people and show s lack of much needed TRAINING. Its like the left hand dose not know what the right hand is doing .AT&T took 40 days to complete a bundle package . Customer service SUCKS in this company.

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MSMITHRIV
New York, US
Aug 26, 2008 10:42 am EDT

My AT&T bill long distance bill averages about $16.00 a month (minimum because I hardly use it). I had no problem until January of 2008, when I received a bill not recognizing my December payment. I paid January and ignored the previous balance since the amount had already been debited from my checking account. In February, my bill reflected that I had not paid December or January. It attempted to call AT&T four times reaching non-English speaking people in India or Southeast Asia. The Indians who barely spoke English told me that it did not matter if I had proof of payment, I had to pay the amount on the statement. They were extremely rude and hung up making me feel as though it was my fault they could understand me (English). I overpaid them to get them off my back as I started to get calls demanding payment. Then I get a bill in April stating that I have a $139 credit. When I called they could not tell me why I had a credit and told me that they were having glitches in their computer system. In May, I got a bill stating that I now owed them $139.00. To fix the glitch in their system, instead of just removing the credit, they decided they I should pay them instead. Following this was three weeks of harassment. I got calls at work and home every day, sometimes twice a day. The Indians were particularly obnoxious. They did not care if it was their mistake. First, they tell me that I am reading my statement wrong and they don't see any problem, then they told me that they could not view my records on their computers or make any adjustments, but I was just to pay the bill. They were supposed to be the Debt Reconciliation Department. I demanded to speak with someone in the U.S. that spoke English and kept being transferred back to India or Asia. After every call I was given a Confirmation Number. I collected a list of eight confirmation numbers, which they stated did not exist or the people I spoke to did not exist. I was given every made up excuse you could think up. The best one was that I must have been given a refund for a AT&T cell phone contract that I had canceled (first of all, they don't given refunds for cancellations, you have to pay a cancellation fee) and they adjusted it to a charge. It did not matter that I never had a cellphone or cellphone contract with them or anyone. They could not explain why I was charged $139 when their cancellation fee is $200. THEY SIMPLY REFUSED TO CORRECT THEIR ERROR. They made my life miserable for three weeks and left me a nervous wreck and in tears after every call and severely affected my blood pressure. When I told them they were not allowed to harass me, they told me they could do whatever they wanted to do to get my payment. My only recourse to was pay them this money they were literally mugging me for. THIS COMPANY HAS NO REGARD FOR CUSTOMERS. THEIR CUSTOMERS ARE BEING VERBALLY "ASSAULTED" DAILY BY THEIR BOGUS OUTSOURCED SCRIPTED UNSUPERVISED FOREIGN CUSTOMER SERVICE. BEWARE AT&T CAN BILL YOU ANY AMOUNT AT WILL WITHOUT EXPLANATION. STAY AWAY FROM THEM.

ComplaintsBoard
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11:44 am EDT

AT&T 9 months later i'm still being billed bogus charges

I had service activated in July of 2007 when I moved into my new apartment for wireless internet & telephone connection.
I moved in December 2007 and called Rogers with 2 months notice that I would need to cancel my service. I was given instruction to return the equipment that I had (a router and Rogers cable box) to the nearest Rogers location by mid-December (believe it was the 17th) and that my final bill would arrive.
I received my final bill and I was being charged for telephone, internet servies AND cable. I quickly called to straighten this out which I was told it was but the final bills I receive now STILL disply 'cable'..hmm...a follow-up bill came and imagine my surprise when the total was registering in at $256 and change. When I called Rogers they told me that the equiptment had never been returned and that there was an additional charge on my final bill for this.
I returned to the Rogers store (stupid me though, had already thrown out the receipt as this was a few months later in January of 2008) and we were able to locate the returned equipment in the system. I called Rogers with the confirmation code and the rep that I spoke with told me that was great, all was well and that I shouldn't be receiving any more bills and that the charges had been taken care of.
Fast-forward about 6 months filled with received bills STILL with these charges, numerous telephone call bordering on harassment to collect these charges from me AND having to tell and re-tell the tale to about 30 or so Rogers reps I AM RIDICULOUSLY FED-UP!
I was finally able to obtain the office telephone number of a
manager in Newfoundland and she assured me that this would be taken care of and apologized very much for all of the inconvenience over this.
Fast forward another month to July 2008 and imagine my surprise when I receive ANOTHER 'FINAL' bill, this time with a total of $84.75 . I immediately contacted Rogers and (as always, after much transferring and getting the run-around) was told that the charge was a breakdown of 3 charges for the account being suspended 3 separate times due to non-payment. 3 non-payment charges on an account that was cancelled with advance back in November of 2007.
I expressed my confusion over this to the rep and let him know that I did not think it was my responsibility to pay this when clearly it's an incorrect charge to which he replied in a pretty nasty way that it made perfect senseas I had been deliquent on my account. He put me on hold to 'see what could be done, if anything, about these charges'. He came back a few minutes later and told me that two of the charges would be dropped, however I would have to pay the final in the amount of $28.25. I asked them to send me the bill so that I can see for myself that two of these charges had actually been dropped before I would be giving them any money. I also told them when I received the bill I would decide how to proceed from there and that I would be doing what I should have done 6 months ago and filing a complaint with the better business bureau. I am absolutely not paying this bill and want to give a heads up to others to be careful with who you call for your services.
I have a Rogers cell phone that I will be switching over to a new carrier once my current contract has ended.
This kind of business and service from a company is ridiculous, frustrating, irritating and completely unprofessional. And the only number customers are given access to is an 800 number on their website and bills. There is no easy way to locate an office to actually go and speak to someone in person when there is a problem like this that is not getting resolved.

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Overview of AT&T customer experience

AT&T has been receiving numerous complaints from its customers. The most common issues include poor customer service, billing errors, and unreliable network coverage. Customers have reported long wait times on the phone and unhelpful representatives. Billing errors have resulted in overcharges and incorrect fees. The network coverage has been reported to be spotty and unreliable, causing dropped calls and slow internet speeds. Overall, AT&T has been failing to meet the expectations of its customers, resulting in a negative experience.
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