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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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11:02 am EST
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AT&T Wireless

Tel [protected]

to whom it may concern;

Complaint per ATT refusal to provide Teachers' discount to a University Professor (02/07/2022), despite providing all of the necessary documents

This is unacceptable, and in sharp contrast to what was promised upon signing the contract. Do I need to move to a different carrier?

Avraham Raz, Ph.D.

Paul Zuckerman Professor of Oncology and Pathology

Editor in Chief; Cancer Metastasis Reviews

Karmanos Cancer Institute

Wayne State University, School of Medicine

Detroit, Michigan

USA

Tel. [protected]

Desired outcome: Please Honor your salesperson promise.

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10:08 am EST
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AT&T I need my checking account back as an option so I can continue making my payments on time

I have an account with at&t.. The service sucks I barely have service in my own home.. I try to make my payments on time etc. I was recently told that I would be able to start back using my e checking account due to the lack of service I have been given with at&t today I have a bill that needs to be paid and in order for me to pay it it has to be paid with my checking and routing number but once again I dont have access to it and I dont understand why.. Its not fair and it is a inconvience because I want to pay to my bill and it wont allow me to

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badgirl
Jupiter, US
Apr 19, 2022 1:45 pm EDT

web site does not work system glitch for three weks. icalled reps can't understand glitch. no u s a reps. as the compliant above the web site is non functioning! Att does understand that! doesn't want to i guess.

spent days on 20 min+ holds , esculations, transfers no resolve. Att just cares about profit not service!

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6:32 pm EST
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AT&T Business landline

We had a new phone line ran 1/19/22. The guy didn't assign the new # that the order was supposed to be. All of our business cards, banners, advertising was for the appropriately assigned number. 3 service appointments later, still no show. I've been on the phone for the last 2 hours transferred 14 times on the first call, 2 times on the second call, 4 times on the 3rd call. I'm now on my 5 call. I keep getting transferred to the residential and/or uverse side of things. No one in business repair as of yet. This is the worst company I have ever seen. If I had any other choice for a business landline, I would use a different company. Total nightmare.

Desired outcome: I just want the correct phone number so my business can get calls

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8:13 pm EST
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AT&T Refusal to combine bills for land line and cell phone as promised, on line harassment

For many years I have had AT&T internet/phone home Acct. On Dec 6, 2021 I added a cell phone which for some reason was set up as a separate acct. I was promised merging of both accts at that time and then again on Dec11 and Jan15. I paid $86.75 on Dec 22 and Jan 20 (typical charges for the old acct) and $159.25 on Jan26, billed for presumably a combined acct. Since Jan31 I have been getting threatening texts and emails about unpaid $71.25. At the same time AT&T posted $73.43 credit on the other acct. I spent 3 days on the phone with multiple AT&T agents requesting combining the bills and correct accounting as promised on sign up. This apparently is beyond the capacity of AT&T. They are still threatening discontinuation of service and penalties with repeat texts and emails..

Desired outcome: Apology, combining two accts as promised on sign up, one bill monthly.

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2:28 pm EST

AT&T Refund on the 2 items totaling $19.98

I purchased some accessories on 1/14/2022 in the morning and today 02/02/2022 went for the 4th times to return these 2 accessories and I was told I was 2 days late over the 14-day return policy. All items are not opened and in originally packaging with original receipt. So, he decided to call someone and spoke another language and long story short said no, you cannot return them, the system will not allow it. As I stated to him, I had covid and was on lock down for 10 days and if needed can provide a note and the other 2 times I went, there was a sign in the door be back in 10 minutes and the store was locked during supposed working hours. It was not 10 minutes it was more like a few hours so really that is not my fault because they did not want to open the store during the day. So, I need to suffer the consequence on now keeping these accessories? To be truthful there is also no return policy on my receipt. Or posted in the store. He had to look it up. Then I asked for a store credit, and they said no. Even though we are in a pandemic there was no way on resolving this issue said the gentleman I saw today. You are post the 14 days. It also says after 15 days you can return it as long it alright with the manufacture. The items are not opened and there any many still in the store. It's just wrong, no wonder why the store is always empty?

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12:17 pm EST

AT&T AT&T bait and switch program

What a mistake switching to AT&T with their BAIT and SWITCH plan at the Keizer station AT&T store. They lied from the beginning except for the very first 611 representative who literally stated that I was scammed by the AT&T store (say What?) The representatives after that told me that they could not help me because I went through an AT&T store. I fought this for a month no help. I work in a hospital cannot spend days and hour going back and forth to the AT&T store. It was a bait and switch scam. I was told one price I thought wow the bill came over 400 dollars then the next was for 200 for 3 lines. It is just a scam. Now I get a fee on my bill for AT&T's property tax for their real estate. I was for TORT reform, but I see why there are so many attorneys and ads on TV. I looking to switch from AT&T. The DOJ needs to investigate AT&T practices. Thank you

Desired outcome: To leave AT&T and not owe anything

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FonCON
Pensacola, US
Sep 07, 2022 10:03 pm EDT
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AT&T did me same. These mega-Corps are clever. Sales Rep.: "Oh I'm so sorry this happened to you. I am sending you a FREE phone. Don't worry." Exactly the opposite of what transpires. Two months later, guess what? Billed $200+ for a "Device." Bait & Switch at it most sublime.

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8:06 pm EST

AT&T Unethical behavior

We are senior citizens and we were with Verizon. Spoke to a representative at AT&T and asked if they could beat Verizon's cost we were paying a $110.00 with tax and insurance. The representative told us that they can beat that cost easily. First bill was $259.72. Then we were told our following bills will be 165 a month. Went back to the representative and he told us it is what it is that if we drop the insurance he might be able to get it to 130.00. We have always carried insurance. He told us to call 611 that we had to take it up with them. We haven't gotten anywhere with 611. Every person you talk to gives you a different answer. We were told that if we paid off the phones we would be released from the contract and free to go to another carrier, which we did. and that we would be prorated from when we went to another carrier. Called back to get our phone numbers released and was told we have to wait 48 hrs to have our phone numbers released and that we would not be prorated, that we would be charged for the full month even though we would no longer be a customer. Because "That is your Policy". We went to the ATT.com/deviceunlock. It told us that we had to wait 48 hrs. and now it is saying we have to be a customer for 60 days! Tired of the run around and lies that were fed to us, and you just keep taking more of our money. I have never had so much problems with a multi-billion dollar company than I have had with AT&T. Felt like it is a bait and switch.

Desired outcome: Release our phones

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Guy Romano
, US
Jan 27, 2022 11:52 am EST

Same thing here I was promise Gift cards. never came. I was promised one price and it was another when I got the bill. Called 611 and was told on several occasions that because I went through AT&T store that AT&T 611 could not help. The first 611 customer service person told me that because I went to the store that I got scammed. I was told never go to the AT&T store. One of the fees I pay on my bill is for AT&T property Tax every month. AT&T should be investigated by the DOJ for their Bait and Switched scam. Glad there is no Tort reform. I see a class action lawsuit in the future of AT&T

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2:53 pm EST

AT&T Cell Phone Services

I was misled by AT&T when switching my cell phone service to them on December 2, 2021. I was told during a phone conversation with a representative that with two phone lines, and two lines for apple watches, a total of four lines, that I would pay no more than $150.00. Had I been told that the monthly bill would be closer to $250 a month, I would have gone with another company. While price is a factor here, it's more about dishonesty by the company to obtain business and then extort consumers for large amounts of money. My first bill was $168.42, which was close to the original stated amount when I signed up for services with the first representative I spoke with. I called on January 19, 2022, to verify what my monthly bill would be since I received a second bill for $300.30. I was told that was a prorated charge and the next upcoming bills would be $224 before taxes and fees. The woman I spoke to was foreign and I couldn't understand her name. I called again on January 20, 2022, to request to cancel all four lines without penalty, as I had been a customer for just over a month and was misled into buying their product. I also stated that I am allergic to nickel, and I am unable to wear or use one of the apple watches on the account. I was told by Tamara that because it was past 14 days, I was unable to return any of the product and if I cancelled, I would be charged almost $2, 000. This is unacceptable as a consumer with options. This is not buyer's remorse; I am a consumer disgusted with the way a large corporation takes advantage to hook customers into a false idea of what they will be charged for services and then attempts to keep the customer by charging exorbitant fees. I am requesting assistance with cancelling all four lines with no penalty. I am willing to return all equipment I have.

Desired outcome: No charge to cancel

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7:16 pm EST

AT&T Internet service

I ordered internet on January 16 and they were suppose to put it in on January 21 between 2-4pm. I called att 3 times today and all I got was the run around. They said each time the order was not completed. But yet they sent me email twice confirming the Order and time of the installation. This what I call very sorry business practice and lies . Is this the way you do business with your clients? One angry customer

Desired outcome: I sure would like some feedback if you have the guts .

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3:25 pm EST

AT&T Billing and technical support

In August, I left Verizon and went to AT&T for better coverage in my neighborhood. After changing to AT&T, I have had to call them every month to have a bill corrected. Corrections range from services added that I did not order, unlimited text messaging being changed to pay per text and higher tiered plans being added that I did not sign up for.

In addition, I have spent numerous hours on tech support to fix phones that would not send or receive (I have 5 phones). This has occurred 5 time in the 6 months I've been with AT&T. The tech support people can never tell me why these problems reoccur. They will never put a supervisor on the line and frequently transfer to a number with a full mailbox. On time, I was transferred to Direct TV for a phone issue. I cannot leave my plan, as I traded 2 phones in on my account and am stuck for 3 years. Otherwise, I would go back to Verizon.

Desired outcome: I really don't know what can be done except arbitration.

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Netts
Neosho, US
Jan 22, 2022 3:31 pm EST

We were Verizon customers for many years. When we spoke with an AT&T representative if they could beat Verizon's cost he told us absolutely we can beat that and get it lower. Well that never happened the bill was much higher than we were fed excuses why it was much higher. We were told to call the 611 number if we wanted to end our contract with them that they do not handle that. We were told that our bill would be prorated, since we were 9 days into the billing cycle. When we paid our phones off to be released from our contract she told

us that if we switched during the billing cycle we would be charged for the whole month even though we would no longer be there customer. Spoke with the manager and supervisor and they said that is their policy even though we would no longer be their customers. We were told it is in our contract, which we Never received, we were told it is in the computer and would be in our email which it never was. We are senior citizens trying to lower our costs and feel like they took advantage of us and are a dishonest company. It is not right to be charged for a service that you are no longer going to use.

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11:24 am EST
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AT&T Directv

I called August 14, 2021 for a service call because my Direct TV service was not working. The gentleman told me that repair could not come soon enough so I asked for my service to be canceled. I specifically remember the call because I had guests that weekend and did not want to not have TV for them to watch. I thought my service had been canceled and immediately signed up for YouTube TV. I would not have signed up for another TV service had I kept Direct TV. I would also not have canceled the service call to repair the TV since the TV was not working if I planned on keeping it. The gentleman I spoke to was very difficult to understand and clearly, I had a misunderstanding. However, since the call was recorded someone should be able to go back and listen to the conversation and see that I requested it to be canceled. The lady I spoke to today was very nice and reimbursed me for December and January but I would still like to be reimbursed from August 14, 2021. The picture I uploaded below shows that my receivers have been offline since we unplugged them as soon as I got You Tube TV in August. Please reimburse me the money I have paid since August as we have not been using the service.

Desired outcome: Refund for DirectTV services since August 14, 2021

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11:18 am EST

AT&T Cell Phone7088604502

Cancelled cell phone service about 6 weeks ago; went with another provider.
Received a bill for 79.19 last month, while surprised I thought maybe it was tying up whatever so I let it go. Yesterday 1/15 I got an email again stating that they are withdrawing another $79.19 by auto pay . . . I called and talked with 3 different reps all of which passed it on to someone else. Finally I talked with a John in charge, who also stated I needed to provide some pin #. Of course after so many years I had no clue so I gave my SS # which was not good enough. They stated they could not "identify" me without this pin #. I cannot get on the website any more as it states I have No account and now I am told I need to go into a store . . . really? You have my name, birthdate, social, email and that is not good enough ID? I want my money refunded and the bogus charges to stop! [protected]@yahoo.com

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1:00 pm EST

AT&T Billing

Can you imagine a billion-dollar company stealing from the average American? You may think that's absured, but it is actually truth!
Take my case for example. We've been ATT customers since 2012. And not because their service is great, but for the simple reason that they were the only ones who had better coverage in our area. For the most part their service was good, with the occasional hiccups. I hated calling their customer service line, not so much because of their agents, but because it takes at least an hour before you can actually speak to a human. And then you get transferred from one agent to another and you have to re-tell your issue over and over again. It drains you!
When we moved to CA, I decided to avail of the "move with ATT" service. It was great! No having to redo your passwords, etc. everything worked as it was from the previous state we lived in. Because of a discount, I enrolled in their auto-pay. After a year in CA, we moved to FL. This time, I did not avail of the "move with ATT" because I wasn't sure which provider had better services in FL. Our account in CA, which was under my husband's name was cancelled/terminated in July of 2020.
When we arrived in FL in Aug of 2020, based on the reviews, it seemed like Xfinity had the upper hand in our area, but I decided to go with ATT again because they were familiar to me, and I once again availed of their auto-pay incentive.
In November of 2020, a glitch or something must have happened to ATT systems, and unbeknownst to us, our account in CA that was terminated got re-activated. ATT started charging us $79.99/month for the CA account that was cancelled.
We had no idea that our old account got re-activated and started charging $79.99/month because when I checked my ATT accounts online, it only showed the active accounts we have, which are now under my name. The $79.99 charge was nowhere to be found. ATT kept charging us $79.99 up until August of 2021, almost a year after, when I noticed on my bank statement that our ATT charge went up to $121. I then checked my ATT online account to see what the charge increase was all about, only to find that there was no charge of $121 on my account.
I called ATT multiple times (within a few months) as we tried to resolve where the charges were coming from, and the solution that most of the agents gave me was to call my bank and ask them what the charge was. My bank statement clearly says that it is an ATT charge, and I filed for fraud charges with the bank. The bank issued a new card to stop the fraud charges, but not until after three $121 charges on my old credit card.
I then checked my bank statement for all ATT charges and that's when I noticed that ATT had been charging me $79.99 a month since November of 2020, 9 charges for $79.99 and three charges of $121. I tried to settle it with my bank but I was told that these were legitimate charges since I provided my card number to ATT.
It took more calls to ATT to try and figure out where the charges were coming from until one agent from India asked if I had a previous ATT account. I informed her that we had one in CA, but she was not able to locate that account. And that's when I remembered that our CA account was under my husband's name. She did a search and she found the re-activated account under my husband's name. So, she cancelled it and gave me credit of one $79.99 and one $121. About this time, with the multiple calls to my bank and ATT and the very long wait just to be able to speak to a human, you can probably imagine my frustration! Sure, the total charges are only a little over $1000 and may be pocket change for a billion dollar company, but that is my hard-earned money! I was told that she could not credit back all the charges because it had been more than 90 days that the charges were incurred. She did say however that she would escalate it to her superiors so they can check if they can credit back all the money that ATT stole from us! It's been two months and I still haven't heard from them.
I have called ATT a few times after that, but it's just frustrating that I have to re-tell my issue again and again, and going back to the fact that they can't find the $79.99 charges on my account. I was told that the Indian agent who discovered my account and terminated it had a note on there of the charges, but she did not note the account number of the terminated CA account, so now there is no way to track that account because I was told they could not search terminated accounts by name. What a bunch of bull crap! Obvious to say, we switched to Xfinity.
Honestly, I have given up hope that ATT will return our money back.
How many other ATT customers were affected during that "system glitch" which re-activated terminated accounts? Also, think of other billion- or million-dollar companies that do auto-charge, such as Amazon. Think of the older people who now have dementia and can no longer track the auto-charges on their accounts. Think of the folks who died but their credit cards are still being auto-charged.
And that is the harsh reality of how billion-dollar companies steal from you and me!

Desired outcome: Refund

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7:49 am EST
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AT&T Email access

Date of incident: start on 1/11/2021 and ongoing

On or around 1/11/22 I tried to reset my AT&T email password from my PC. I was asked 2 security questions. I answered them correctly and was prompted to enter my new password. I did and hit enter. Nothing happened. I waited and hit enter again. Nothing. I closed my Edge browser and tried Chrome with the same results. I tried another PC with Edge and Chrome with the same result. I tried an Incognito session in Chrome with the same result.

Then a little bit later that day, it stopped asking me my security questions and told me to call 1-800-288-2020 (see attached) to get help.

On the calls they asked me for my pin which I gave correctly and also asked me for an alternate email address. They told me because of a change in processes, that it would take 7-10 DAYS TO GET MY PASSWORD RESET.

If you had a business and your email was shutdown, how would you feel?

Here are some of my AT&T ticket numbers
[protected]
[protected]
[protected]
[protected]

Desired outcome: Get

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7:41 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

On October of 2021 I was offered a rewards card on line for service which I acquired. I called the rewards center about two week after installation and they said it was too soon and to call back. I called back on 1/11/2022 and got nowhere. Both the rewards center and customer service has no info on this. After spending 2 hours and 6 transfers back and forth...

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8:24 pm EST

AT&T AT&T and Franklin Collection Services

AT&T is a scamming company. Americans if you care about your credit please stay away from this company! AT&T, Uverse, Direct TV. I was a good customer and paid everything on time. I had Wifi with them and I was not satisfied because it barely ever worked so I decided to cancel and go with Cox cable. I turned in the equipment and paid my last bill. From my knowledge the account was closed and I thought I had done my due diligence. I was doing great with Cox cable had no clue about anything or owing anyone anything. A year and a half later I find out AT&T sold a supposed bill to Franklin Collection services. Mind you, AT&T never sent me a bill or called me about this payment, I was never made aware about this last bill. I literally thought everything was paid and closed because I moved on to a better company called Cox cable! Now Franklin Collection Services keeps dinging my credit so my credit can be in the pit hole and when I researched what was happening it looks like AT&T does this a lot. I would have paid it if AT&T would have made me aware of this bill because I didn't have any collections prior to this. What these 2 companies are doing is criminal and I will look what legal route I can take because AT&T should have notified me first before trying to ruin my credit. These 2 companies are sleazeballs and I will make sure people are aware of their practices because a lot of peoples credit have been affected by these 2 companies and they refuse to take the negative remarks even after being paid. That is not ok. I will not stand for that, our money has power so I will make sure our voice is heard and these scammers lose business.

Desired outcome: Remove negative remark off my credit

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10:36 pm EST

AT&T Connect support plus toolbox

Frank E. Thomas
374 Wallace Road
Jackson, Tennessee 38305
01/07/2022

Dear ATT:

My name is Frank E. Thomas. I phone number is [protected]. I have been with the company for over 40 years. My end e-mail is bellsouth.net. This will let you know how long I have been with the company. I have 4 cell phones, 5 digital home phones, Uverse Service, Fax, 4 computers, and Printer. My phone bill, wireless and Uverse is over $740.00 per month. I pay this every month.
I am pleased with ATT. I have traveled over the world and I take my ATT. I brag on ATT. I don't use the generic. I want the best. Check my record; [protected] and [protected].
I had Connect Tech Support Plus Toolbox Maintenance. I use to use the Connect Tech Support Plus Toolbox Maintenance all the time. A few weeks ago, I discovered that it was not supported anymore.
I stayed on the phone 15 hours and 2 days to find out what I could do. When I finally got a representative to help me, he said that I could get McAfee free because I was an ATT costumer. I tried
that. I was connected to an US representative. He told me that all I need to do was to give my e-mail
([protected]@bellsouth.net and my ID). I did that, but it did not work. They hooked me up to an Asian female representative. She tried to assist but was not successful. These are the numbers I called
These numbers: [protected], [protected], and [protected]. I spent about 5 hours doing this. I was trying to get the free McAfee service that I had been told by the ATT Representative. It did not do any good.
I used the internet login. McAFee and Norton ads were coming across the screen. I could not do any work. I logged into McAfee and got a representative. I asked the representative about the collaboration with ATT. He said it was not true. He said that I would have to purchase McAfee.
He also said that it would cost me $300.00 to clean up two of my computers. This was the same service I was getting with the Connect Tech Support Plus Toolbox Maintenance. The other unique point was that the Asian Representative was the same one that assisted me several times on the Connect Tech Support Plus Toolbox Maintenance service work. (Prakash with Rediscover System USA INC.)

WWW.MCAFEE.COM [protected] TX $98.75

REDISCOVER SYSTEM USA $300.00

I am asking you to refund me my $300.00 PLUS $98.75 for the service I was getting with
Connect Tech Support Plus Toolbox Maintenance. The point is that an ATT Representative said that I will get this free and Anna (01/07/2022) said that I could get this free through Smart Home Manager. Make your check payable to:
Dr. Frank E. Thomas, a long ATT costumer.

Sincerely,

Frank E. Thomas, Ph.D.
[protected]

Desired outcome: I want my $98.75 plus my $300.00. I should have gotten this free but some of the ATT Reps. did not know it.

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10:05 pm EST

AT&T Offshore India networking technical support has shut down my phone for almost a month

I purchased a new iPhone in November 2021 and it is now January 2022 and I cannot receive inbound calls since December 19 of 2021. I had numerous issues, countless issues with my upgrade and I believe that somebody in the India customer support center has done something to the networking related to my cell phone so that I am not able to receive inbound calls over a month later. Tampering with my phone is a federal offense. Please text me and I will call you back. Reita Sikka [protected]

Desired outcome: Free iPhone, free one year of cell phone service

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6:05 pm EST

AT&T U-verse

On 12/30/31, I lost TV reception and called AT&T. A repair person was scheduled for 12/31/31 between 4 p.m. and 8 p.m. The repair arrived early between 1 and 2 p.m. on the 31st. He was here over two hours and failed restore reception before having to leave. I'm paying AT&T $149/month for zero TV reception! Worse, they never call to learn whether their repair person restored my TV reception which he did not.
P.S. I've been a long time AT&T customer and always have paid my bills on time

Desired outcome: Restoring TV reception

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5:16 pm EST
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AT&T Wrong payment card used

have been a At&t customer for many years, and recently a payment failed to go through from my checking account because they were attempting to charge payment to a old card account that had been updated in their system, but they tried to get payment from the wrong card .
Rather than contact me by email or phone to notify me about the issue, they waited until the following month and charged me a failed attempt fee even though I had called them to confirm whether the payment had been processed and they incated that there were no out siding payments due.

This is the very snake type behaviour that customers contend with with companies like AT&T. Anything that they can do to get extra money from customers.

Desired outcome: Stop being bloodsuckers

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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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AT&T contacts

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+1 (800) 288-2020 +1 (888) 333-6651 More phone numbers

Website

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Our unwavering commitment is to provide a free and unbiased platform for all complaints. Every complaint is given equal importance, ensuring your concerns are heard and respected, irrespective of their nature.