AT&T

Been with at&t for decades at my shop. I thought I needed a copper line for my alarm company. Changed over to a cell system for my alarm at no charge through ADT. at&t was going to raise my copper line to $200 a month, that's with a 50% discount. My internet was at $100 a month for 6 megs, really 3 megs of speed. Total price for at&t will be $300+ per month. I call up at&t to find out about a fiber line. While I'm talking to an at&t rep, a customer comes in. I ask the rep if he can hold on for a minute. He tells me he doesn't have time for this s**t and hangs up on me. Call Spectrum the next day and get a cell phone AND 600 megs of internet for $49 a month v at&t $300 a month, or $600 a year v. $3360 a year.

Email these folks and pack their inbox: nicolet.[protected]@att.com and john.[protected]@att.com

They are the executive leaders who care little about their customers after being shown numerous screenshots of an in-home salesperson who lied and deceived and made promises on discounts which didn't even exist. Maybe if enough disgruntled people let the leaders know they will actually do something.

I would never use any AT&T service ever. In my lifetime they are the worst for customer service.

This is what I sent...

My name is M. I signed up for internet in Knoxville, Tennessee for my son approximately three weeks ago. While getting the internet installed, an AT&T Sr. Associate In-home Expert (Jay S) came to sell me AT&T mobile services. I told Jay S, I was not interested in converting to AT&T, but he was determined. Mr. S asked about my current mobile bill and said if anyone in my family was in the military or healthcare industry. I told him my daughter was a nurse and he replied it would be a significantly better deal than what I was receiving through Verizon. He also explained if I purchased an AARP account, I would receive an additional discount stacked on the healthcare discount. He also said AARP provides insurance for phones of up to four claims a year so there is no need for me to purchase additional insurance through AT&T.

Mr. S promised me a rate of $127.26 plus taxes for six lines with three phones ported over and three lines with trade-ins of iphone 13 to iphone 15 with all discounts applied and three upgraded phones. I have witnesses to attest the following as well as text snapshots from his AT&T work phone to show what was promised to me. I will attach a few of the text pictures to this e-mail. Mr. S also claimed I could get the combined (wireless and internet) discount as long as my daughter and I used the same address - I explicitly asked if our names being on the accounts being different would pose an issue to which he said no (text shot attached). NOW, here is the issue, I get a monthly bill for $330 with none of the promised discounts. In addition, he said I would receive $880 in trade-in phone credits but in reality I received $570. Also, on my bill today he applied phone insurance to my account and the option for yearly upgrades. Which I did not ask for or approve. It appears Mr. S was stacking options to help with his commissions as adding this makes no sense since he said previously the insurance wasn't needed with AARP. As I stated, he said AARP would cover the four claims a year, but now I found today it doesn't.

I was misled on numerous fronts. I spent over four hours the Saturday after Thanksgiving on different phone calls between wireless reps, wireless managers, wireless retention reps, internet customer service and an internet customer service manager.

Being so frustrated with all the blatant misrepresentations, I tried to get my original phones back and cancel AT&T. Now I am told from AT&T phone representatives it is impossible to receive my phones back. So, if I cancel with AT&T I have no phones to trade in elsewhere. Obviously, this ordeal is costing me a significant amount of time and money. Mr. S claims are a clear violation of customer service ethics. I have been materially financially penalized due to Mr. S blatant misrepresentations of the truth.

I hope to find a viable solution to the egregious behavior of an AT&T employee which led to me switching from Verizon to AT&T. Between the loss of my mobile phones and owing $1600 for the outstanding balance to my phones and the all the time trying to rectify this situation, I respectfully request AT&T to bundle the internet and cellular account with the 20% discount that was originally promised to me. In addition a $2000 credit to be applied to the account for the increase in plan costs and insurance for phones from what was promised to me. If this can be accomplished, I would commit to stay with AT&T, not post the detrimental communications sent to me by a representative of the Company and not pursue other means which would certainly be more costly to the company.

Please see the attached commitments in the screen shots from Mr. Southall.

I appreciate your time looking into this matter and look forward to your response.

Yesterday was at least the fifth time this year AT&T has sent young salespeople to knock on doors and try their high-pressure sales pitch.
I am sick of it. I switched from AT&T years ago because of the poor support service and the poor reception. Verizon is so much better. The next time those poor young kids knock (and they will be new ones who have never been here so that I will look like a shrew) I will order them off my property. You should be ashamed of yourselves.

I wasted more than a week trying to connect that to my Apple Watch, the service always says the exact same phrases and the data is very slow. I had to talk to them for the entire day and still got nothing. It was really bad, even in 3rd world countries the sites and data is better. The app always goes back, so you have to resign in over and over again. IT WAS SO FREAKING EXHAUSTING!

AT&T gave false information about the account and PIN we needed to transfer service from AT&T to T-Mobile several times. This wasted a week, and multiple hours were spent EVERY time we tried to port the phone number over to the new phone with T-Mobile.

T-Mobile was great!

AT&T lied, stalled, required five people on a conference call (including my husband and me) to transfer the phone number to the new phone.

IT WAS SUPPOSED TO BE A 5-10 MINUTE PROCESS!

Upon complaint to the AT&T Leadership Team, all I got was a phone call from the office of the president. During that phone call, Kevin advised that I can't expect everything to be accurate on AT&T's end when we're asking for information. Additionally, AT&T offered no financial payment for our hours spent on the issue due to AT&T's mistakes and false information because it wasn't our account, but a work account through my husband's company. Never mind that it still should have taken 5-10 minutes. The fact is, if you are transferring any number to your family plan carrier, you MUST be on the phone with these people.

DO NOT WASTE YOUR TIME WITH AT&T GAMES. My husband, his company's IT person (the AT&T account owner) and I wasted over $1,000 worth of work time BECAUSE OF AT&T. They won't take accountability and won't pay us back for lost productivity.

My son's iPhone 16 Pro started to randomly calling people on his contact list. This started Tuesday May 13, 2025, and at this time we had only been with AT&T 1 month. My son & I took his iPhone to the AT&T store in West Des Moines, IA and got no help from 3 different employees stating that they can't help us unless they see the phone reproduce what is happening. We have gone in this store 5 times since this has started. There has been one gentleman who now is helping us when we go in because at our Apple store, there is a lady who used to be a manager at that AT&T and knew this gentleman and told him how to help us as Apple has done all they can, so now he is believing us and saw for himself the iphone turning on and off the camera and calling phone number on Friday May 16th. The other two gentlemen, that are older, when my son and I went in on Thursday May 15th, we felt they were very rude to us, only kept saying that there is no way this iPHone is making calls on its own, it has to show us what it is doing before we can help, ect... So my son and I left and went to Apple again. Then on Sunday May 18th, my son and I needed to go back there as we now have an Apple representative helping us, as only Apple has gone farther to help us than AT&T, he wanted to talk to someone at the store level because everytime we call into Advance Technical Support, we get hung up on, send to another person, or have the AT&T person call another Apple person when there was one already on the phone. There was only two people at the store and no managers there, which I though okay don't need a manager for this, and they were taking their lunch break until 3:40pm. Well at 3:45pm, one younger gentleman, whom I have never worked with or spoke to yet, said that they were having tech problems and would open in 20 minutes. I said okay, because the Apple gentleman had not called back yet. So, after 5 minutes the young gentleman opened the door and asked me how he could help me. I told him I was waiting for the Apple gentleman to call me as we needed to get this phone fixed and wanted to work with him. The young gentleman said can I help you and I said I am waiting for this call first. I said that because of how I have been treated here in the past couple of days. So the young gentleman said, let me know when he calls and I will help you. We waited about 15 minutes then he called and someone had walked in and the younger gentleman helped them first, that was okay with me. But the other older gentleman there was talking with someone but still could help. He saw that I was waiting for someone to help me at this time and I had to ask him if he would help me. The older gentleman saw ladies starting to come in when I asked for help and then he asked me what I needed. I told him that I have an Apple representative on the phone who is helping me try to fix this phone and wants to talk to you. He said to me, "I don't have time for this. We only have 2 people and no manager today. I have to be blunt with you, I don't have time for this." I asked him, "Then why did the younger gentleman tell me this?" He said" He should have but I don't have time for this." He said more but I felt like no one there was ever going to help me unless the gentleman we have been working with was there. If I can, I will NEVER step into the store again. I was humiliated with people in the store and the way they both acted when we walked in was sickening to me. I have been treated bad before but not like this. When we left I told the Apple gentleman on the phone that I wish we never moved to AT&T. The Apple gentleman was confused how all of AT&T has been treating us and he started helping us on Friday night.
If someone at AT&T would just look into the notes on are account, you will see what has happened and what has not happened but we are not sleeping as this phone keeps calling 911 and more, we have called our police department to file a complaint, but there is no more AT&T will do for us, all we get is it's an Apple Issue when Apple is the only one working with us. I just wanted to let people know about the 3 men in this store and be weary when going into this store. All they care about is selling phones and not helping people. I have never been mean, rude, disrespectful to them, also I just remembered, when we wanted to see what AT&T could do for us, if we switched, we went there and talked to the gentleman, who is now helping us because of the lady that worked there before and now is at Apple, he didn't want to help us switch carriers either. We went to a independent store in Waukee, IA and they have helped us more than this one ever has.
The reason I am not using names is because I only know one name, the other two gentleman that are older and the one that is younger, that have never helped us, I don't know their names because they never wear name tags. Even when I call Customer Service I never get their names unless I ask. Come on AT&T and get your act together! I have never been rude, mean, never cussed at anyone, just been respectfull and no one wants to help me fix this, in the stores, over the phone has been a little better. Only two people on the phone have really helped us, that is all. To end this, this is still happening, it has not stopped since it started Tuesday May 13th, 2025. And today is Monday May 19th, 2025.
The main reason for this complaint is more about the gentleman at the Corporate Store then anything else, the phone is a big issue but the way my family and I have been treated has been worse.

My services have been suspended although I made payment arrangements. The lady I spoke with failed to enter it to my account. They turned my services off because of it and they refuse to listen to the conversation which will prove I did set up payment arrangements. I purchase a Samsung Galaxy from AT&T. With in 2 weeks I started having problems with the phone. I contacted AT&T technical support who told me the problem was in the phone and I needed to contact Samsung. I contacted Samsung and they told me to contact AT&T. After going back and forth with these 2 companies AT&T replaced the phone

I've been requesting a MCK code for some time now. My phone locked to AT&T network. My phone has been paid off since December of last year. Everyone i talk to wants to do the same thing and get nowhere. They always want to create a case and give me the same unlock number i got when i paid off my phone. Unlock code and MCK code are 2 different codes

1/10/25 Spoke with [protected]@T Access program customer service.

I am unable to handle applying on line for this service. I requested that customer service send me a copy of contract and I would provide them with required information and send it to them. They stated that they could no longer send contract due to resent policy change. I know of a customer who just had handled this all by mail within the last month.

I am 87 and do not have a smart phone in order to give them the info I need.

I feel that discriminating against senior citizens in order to get availability to this program is wrong. [protected]@T needs to reconsider this policy that they just put in place according to customer service.

I paid off my phone, but I still can’t unlock it when I tried to submit a request to have it unlocked it comes to a page that says it can’t submit my request. I have a medical condition and I am in France and you need to use a different carrier. I need this immediately. My telephone number is [protected].
December 20, 2024, I have called multiple times and I get stuck in a queue that finally hangs up on me. I am so very frustrated. I need to be able to use a French phone number at this time. It is very important to my health. I have followed all your recommendations to unlock my phone and nothing works.

Hello
Please file a claim to get$ 1000 trade in credit for each phone for my two phone XS and XR that I returned in 9/10/2022
I still didn’t receive credit since 2022. I have been calling almost every day since last month.
No reply from Att department .
Customer service is soo bad

Kirit Sanchala [protected] retuned XS IPHONE
Daxa Sanchala [protected] returned XR IPHONE

2022 at&t with friday deal $1000 trade in credit for XS and XR PHONE.

I switch from T-Mobile to AT&T, and it's been a nightmare from the time we open the account (May 11, 2024) until now (Dec 9th, 2024) Customer service is horrible, and no one take accountability. I started until We originally open the account at Cosco on May 11, 2024, we got 2 iPhone Pro Max and Samsung Galaxy S24 Ultra (we were told since we got 2 new iPhone that we would be able to get an iPad for free) and requested to open a business account, unfortunately they had created a personal account. when I saw my first bill, I contacted ATT to let them know my problem. They told me to go to a store to see how to resolve the problem. I went to the nearest store to my (Alafaya) location on May 16, 2024, spoke with agent Carlos told them my issues and he stated that he was able to convert everything to the correct plan/ business account. I left the store under the impression that everything was completed, and I was good to go. Fast forward to August 26, 2024 my lines was suspended (for almost a week) I came to the store to come to find out the account was not transferred properly and it was put into the wrong plan again; some of the line was in personal and rest in business the manager at the time Salvador from the Alafaya store had to work with his manager to reconcile the account case #[protected]_[protected], they informed me that everything was corrected and credited correctly and that the payment made on the personal was transferred and credited to the business account. My phone turned off today on Dec 9th, 2024, and I spent 3 hrs. On the phone trying to resolve the issue and went to the store at 3:30 pm and been here for 4 hrs. basically wasted the whole day on getting my phone back on and it's still not on. Based on my calculation I've been with AT&T for about 7 months we have 4 business lines ($50 for 3 line and $10 for the internet) (AT&T Unlimited Premium PL plan) (3 phone line and 1 internet line) calculation is ($50x3=150+10=160x7=$1120. Our account is supposed to be a Business Unlimited Premium/ Tax exempt corporate account since it's a non-profit. We've been transferred from dept-to-dept, and we still don't have a solution to our problem. If this is how you treat corporate accounts especially local non- profit organization that are changing people's lives, it's a very bad representation on your business. Even the current store manager Hector tried his best to get this resolved with customer relations with no solution and was hung up on several time. We left the store with our problem still not resolved. our problem is still not resolved.

An old account era 2022, has caused a different account TV bundle with no reception.
The old acct Kalmun Lee #[protected] was addressed by letter 0f 12/17/2022
Advised advised your billing of $522.66 is in error. That as of June 2022, my former ATT account was terminated when I moved from the Brisa apartment, an ATT Community. Note the total ATT total balance of $201.00 was paid in full on June 1, 2022
The large sum was for unreturned equipment, That was returned to the ATT Store on Rt 312 St Augustine, Fl

My phone broke so I made an app't at ATT in Goodyear for 10AM. I walked in at 10:03 and the customer rep said that they were helping another couple. I'd been to this store before and with only two reps, I waited almost an hour before walking out. So I asked if the customers had an app't and she said, No, but you are late so we always take first come, first serve. I asked for a manager because I was under 5 minutes late and the manager came out. I told her why I was there and she went to look up my account. She said I needed to calm down or she would not help me. I started to talk barely above a whisper. I did not challenge her even though I was not being loud or assertive in any way. just annoyed. While looking up my account, I then shared how my phone would stop working around 4:30 every day, and until after 7 pm. . She said she had never heard of ATT doing that. We were sitting at a table and on the table was a sign that read, ATT will lower speed service if too busy. I pointed out the sign to her and she told me quite rudely that I had better stop my derogatory conversation. I shut my mouth until she finished helping, and for all the time it took she just handed me a phamphlet and said she can't help in the store.

I am writing to address several issues related to my recent service activation with AT&T. On January 7th, I initiated a new service, and despite multiple attempts, my application faced challenges. After finally being approved, I agreed to revised terms, which included a monthly cost of $120 for four business lines and a new phone. Additionally, I was assured that my other three lines would qualify for new phones or upgrades within 30 days.

However, my experience since then has been far from satisfactory:

• Upgrade Eligibility Discrepancy:

• During a store visit after 30 days, I was informed that my eligibility for upgrades would not be until April, contrary to the initial promise.

• I reached out to customer loyalty, where several employees acknowledged the issue but were unable to complete the upgrades.

• Despite assurances, no resolution was provided, and I was told the matter would be escalated.

• Frequent Disconnections and Unresolved Calls:

• On February 13th, a 2-minute call was abruptly disconnected.

• Subsequent calls on February 29th (21 minutes) and March 6th (20 minutes) faced similar issues.

• A 1-hour, 14-minute call on March 6th left me on hold, as did a 1-hour, 3-minute call.

• A call on March 7th lasted 2 hours and 15 minutes, followed by a 20-minute call and a 7-minute call.

• Promised call-backs within 1-2 hours never materialized.

• Billing Discrepancy:

• I received a bill requesting $524 instead of the agreed-upon $120.

• This discrepancy is unacceptable and requires immediate correction.

• Lack of Employee Accountability:

• Employees have consistently refused to provide their names or employee numbers, hindering effective communication and accountability.

• Was pushed to subscribe with Dish Network

• attempted return call from AT&T would stop after 1 ring not allowing me to answer. I speculate that's was a tactic to log a call from an AT&T employess without having to actually resolve my issues

Requested Actions:

• Correct Billing Amount:

• I request an immediate adjustment to reflect the agreed-upon monthly cost of $120.

• Upgrade Eligibility:

• Please honor the initial promise of upgrade eligibility for my other three lines.

• Compensation for Time and Inconvenience:

• Considering the extensive time spent on calls, disconnections, and unmet promises, I request compensation.

• I propose zeroing out my balance on the bill, waiving remains amount of installments on purchased phone and providing complimentary phones of my choosing for my remaining lines.

I went to the ATT store on Veterans Day and the staff that helped me were great. What I mean by that, they were polite, friendly and helpful. Just get my bill and I go to check my hotspot. It doesn't work, I called and spent an hour on the phone and they say that both of the sim cards have not been activated. I asked them to cancel the tablet and send me a new correct sim for my hotspot. They say it's in the mail. I ask for a credit as I have been being charged for 2 months for services I couldn't access. They looked on my accounts and see that there has been no usage for the last 2 months. I called and spoke to "Tatiana" in Dallas Billing as well as "Sabrina" they did not help, could care less to help and then the phone disconnected... Needless to say, thats why I am here.

ATT has cost me multiple days of work waiting for empty promises and correcting their mistakes. When the iPhone 15 came out, I ordered it. I was told that I needed to have someone at the point of delivery to receive it as they were shipping it overnight. Next day I called in the evening as I waited all day because I was told it would be delivered the next morning. I was then was told I was not getting my phone on this day because it was back ordered. Then I was offered $25 for my trouble as I lost a day of work. It only gets worse from there. The customer service is horrible. I have spent almost 4 hours on a frozen line with them because the representative did not want to handle their inefficiencies. ATT added a line to my account instead of transferring my old number to my new phone, and then billed me for 2 lines when on my next bill. To throw salt in the wound, it took almost 45 minutes to get that rectified. I ended up calling them multiple times, in which the line would mysteriously disconnect. See pictures below of the phone call.