AT&T
reviews and complaints

The service is terrible, 16 Mbps, and the price goes up without any warning. They use old internet protocols, like 20 years ago, and charge higher dollars. Their lousy excuse is the zip code where people live. And they lie and tell you that it's the best service possible in your area, so they can keep you as a paying customer, while nothing gets improved and they raise the price.

Will not help at all! I have spent more than five hours trying via phone call or their help online through at&t u-verse website on my tv just to figure out how to get my programming to show in my menu and every time I went through all their steps nothing changed and then they tried to charge me five dollars to get help?

5/20/2021 San Marcos, CA, went in because my Apple Watch will not connect to cellular I not being tech savvy let this go. Out of warranty for AT&T. Representative Kody very please at tried to help me unable to. I had been on phone for two hours this am with Alan at AT&T, also unable to fix problem. Kody and I agreed watch is defective. He was going to give me a new. One as good customer service. Rich manager refused. However he did call the sheriff on me to my surprise. I am embarrassed and humiliated. Rich told the sheriff that I would not let them touch the watch, untrue. We have been with AT&T for fifty-four years and I am treated like a criminal. The sheriff did not ask me my name or for ID. This should tell you how wrong Rich is. Please resolve this. I am an old lady and this is disrespectful and should never happen to anyone. I would like a new watch, an apology and assurance this will never happen to another person. Linda Rich [protected], [protected]@gmail.com

I am upset that i am being charged for service that was not clearly explained to me at the time of activation. I was told by the representative that I would not be charged for service as long as i did not set it up on my tv. I could watch it on my computer or iphone but if i set it up on my tv i would be charged $94.99 a month. The part the rep failed to notify me of was that after 14 days regardless i would be charged anyway. I am in the process of moving to a new location and was trying to explore options at my new home. The rep. misrepresented the deal to me. He told me as long as i did not put the app on my tv i would not get charged. Never mentioned to me that after 14 days it would charge me any way. On the 15th day ATT sends me a msg that they world be charging my card. If i had known upfront that info i would have waited to activate my service at the new residence. I have a real problem with dealing with companies that deceive the customer and are only concerned about the sale. If this cannot be rectified i will not use ATT again nor will I recommend it to anyone thinking about using them for service. I hope we can come to an agreement and rectify this issue to a suitable solution. I really liked the service and would have it installed at my new location. However, no matter how much i liked it i will not use it if deception is ATT way of getting customers.

This is my account info: AT&T TV Order Information
Pacakge: AT&T TV ULTIMATE
AT&T Order Number: [protected]
AT&T Account Number: [protected]
I hope we can resolve this for all concerned. Robert Duncan

AT&T will not credit my trade in. I have been dealing with them since Jan 18th 2021. I have a case number, with a so called expert was going to resolve. To this date I'm still out my $700.00.

AT&T case number is- CM20210205_[protected]
I've spoken to 12 people on the phone and no one has been able to help me.
they say my phone was reported lost, so they couldn't help me. as of 1-28-21 "Dave" from AT&T resolved that issue and confirmed my phone was never lost and always in my position, he added notes to my file stating this.

I still cannot get my $700 dollar credit for my old I Phone 10.

Thanks Pete

I had AT&T Internet service at the house I lived at in Richardson, Texas until June 2020. I was told to take the router to an AT&T store and they would send it back to AT&T - I asked for a shipping label and was told they would know whose equipment it was by the serial number. I went to seven (7) AT&T stores that were closed due to covid. I called back and they said take it to a UPS store. I went to four of them and all of them - without exception - said it was crazy to tell me to ship it without a label and box! I told them I know but that is what they told me. This BS has been going on for a year now! I have called countless times talking to customer service rep after customer service rep to try to get this damn router returned! I have had dozens of them tell me they will send a label, and I never have received one. I would not be this angry if I had. Now I'm getting calls from collection agencies because I have not paid for this router in a year because I've been trying to return the damn thing! Tuesday, May 18, I talked to a woman who said she was a manager named Karen and assured me I would have a box to pack it in delivered on Saturday with a label. Nothing showed up Saturday - other than calls from this collection agency again! Monday I called and was told they would ship out a label and it would be here Tuesday. Nothing! Just another call from a damn collection agency. Today, call from a collection agency again! Called AT&T again and was told a manager would call me back within 15 minutes - nothing! Called about an hour later demanded to speak to a manager, got a very nice agent named Michelle who said she talked to the manager and the manager said take a number and she would call me back. But at least Michelle said she would ship me a label and try to get the manager to call back. No one has called! I am fed up with AT&T. I am outraged at the unprofessionalism of your managers! I am furious that you would turn this over to collection agencies when I have been trying to return the damn thing but I don't know where to send it! I have tried the AT&T stores and they will not take it. AT&T used to be a great company with good customer service but not now! What do I have to do to get a manager to call back and get this resolved and stop the damn collection agencies from calling?

I have tried calling and chatting for more than an hour now trying to get help with my home landline bill. I was given different numbers to call by three different people at ATT. Chat is even more useless! I am now extremely mad and frustrated! 

My home phone bill is $70 per month now. That is outrageous! I want to talk to someone who can tell me how to lower my bill!

I do not know the numbers after my phone number on my bill as I am enrolled in auto pay. I can't access that either! Only Directv there...

My Directv bill is $200 per month! I have no movie channels! Outrageous!

They sure as hell take my money each month but if I need help all I get is a runaround!

Any help that you can provide would be greatly appreciated.

Thank you!

We changed over to AT&T service for our personal and business lines. We have eight cell phones, two Samsung devices and two hotspots. We used Brian [protected]). We do not know his last name. He works out of an office in the Minneapolis Metro Area.
We have been waiting for our bills to arrive. No invoices, statements, or bills arrived. We then received a past due letter dated April 16, 2021 stating the total amount due is $2, 477.64 with a past due amount of $930.85. This letter was mailed to Russ's home in Dalbo, which is a correct address. At this point, Russ contacted AT&T customer service requesting the bills be sent to us.
Both Russ and I (Vicki) have contacted Brian, the sales rep several times. Neither of us have been able to speak with Brian. We have both left several voice mails, and I even sent him a text to please contact us and get the bills mailed or emailed to us promptly. We have not received any calls from Brian, or bills forwarded to us.
We have also spoken AT&T customer service requesting bills be sent to us, also. When I speak with customer service, they state they cannot give me any information because I am not on the bill. I then ask that they just mail us a copy of the bills to the address they have on file or email them to us with the email they have on file. Both Russ and I have been told from AT&T customer service that they will send out the bills. When I spoke with Murphy, he stated that we would get two emails, one for each bill, and two texts with the PIN to open the invoice emails. As of today, we still have not received any bills, or any return contact.
I am not sure the first time Russ contacted AT&T, but I started on May 7, 2021, and as of today, May 18, 2021 we still have not received any bills or any communication as requested.
We did make a payment of $1, 000. We are not even sure what this is going towards, because we have never received a bill.

We have been victims of a scam, fraud, and faulty advice from AT&T representatives. It began as a Black Friday special when we were promised an I phone 12 upgrade for turning in our 2 year old 8 pluses and paying $3.33 a month for each phone for 30 mos. we were told our cell phone bill would go down $5. For an unlimited plan for this special. The December bill came in over $900. Up over $400. From prior bills. We called account retention and we're advised to go back to our old limited plan. So we did. In Jan, and Feb. we did receive our credits for the 8 plus. In April, the bill did not show the credits. Account Retention advised we go back to the unlimited plan in order to get the credits. So we did. Now it's May and we have no credits and they now say they can't do anything because we changed our plan…….we call, we get transferred, we get disconnected, we call back, we ask to stay on line while transfer, disconnect. After 41/2 hrs on this day, no resolve.
Again we are victims here of a scam, fraud, and faulty advice.
Additionally a 3rd (I phone SE) for my 92 year old mother that we purchased as a Black Friday for $150. Or $5.00 mo. For 30 mos.. this phone is now. $400. Not what we signed up for.
Lastly, we are being charged $19.30 for accessories that the representative said we had credit for for being a long standing AT&T customer.
All of this can be verified as our calls have been documented.

Originally added two new lines to my account approximately 12/17/19 only because there was a promotion in place. Upgraded to the iPhone 11 with a trade in worth $750. The promotion was to purchase a phone and get $750 for a trade in. I decided to get two phones. I mailed the phones back 12/28/19 and its been over a year and a half and still, the phone is still stuck in transit to be delivered. Reached out to the Presidents Office many times and there is not one individual competent enough to assist besides an employee who goes by the name of April Jones. She so attentive, professional and upbeat. Her customer service skills are superb. Unfortunately, after speaking to April one time she had to take some time off for a personal matter, which was disclosed by her co-worker Karie. From the very first time I interacted with Karie, you can sense the attitude like she is unset with herself, or her job. She is extremely rude, impatient and sounds uncomfortable. April took care of one issue I experienced, but I don't think I will get anything resolved with Karie. I honestly don't have any clue as to why she's employed with ATT. Nevertheless, she's employed at the President's office. The treatment that consumers receives from ATT is uncalled for. Why is this even allowed? I will not sit here and allow this type of treatment from an employee of ATT

ATT needs to wise up and based on recent complaints they need to do so very fast.

Somebody opened a fraudulent account in another state in my name on April 2020. Att closed it for non payment in July 2020. I was never notified anything until it was placed unannounced on my credit file in February 2021. 8 months later. If it wasn't for a credit inquiry I would of not known. I have literally spent 14 hrs trying to sort this out. Filing an out of state police report, FTC claim, affidavits, etc. I need this fraud account out of my credit file!

I like to know what att will offer me in exchange for their lack of due diligence.

AT&T support is confusing and they have an overall resistance to helping customers (apparent with a 2 star rating overall). A rep. informed me I am eligible for an AARP/AT&T discount. But once I became an AARP member they did not give me the discount stating that I already have the discount. In several separate phone calls, some reps. told me one thing while other reps. told me the opposite. Finally a supervisor agreed I should get the discount but need to go into an AT&T store for service. Rep. at the store was uneducated about the program and could not help. Their support staff are poorly informed and deliver mixed messages. Their system is set up to resist decreasing your bill and when possible increase it. Annually I have to complain about increased charges. They make billing mistakes frequently and always in their favor. Only because I have been diligent, have I managed to keep my bill from increasing.

I desired to upgrade my iPhone 8 Plus to an iPhone 12 Pro Max.
I drove 1 1/2 hours round trip to the Warrenton, Oregon, AT&T store and had it examined for whether it qualified for the $700 discount. I was concerned because the screen has a small chip and crack in one corner.

The agent examined the phone carefully and ran it through a series of tests and said that it qualified for the full discount. With that assurance I returned two weeks later to arrange and pay for the upgrade.

A different agent met me and examined the phone. I showed him the chip and the crack and even discussed where it happened. He then qualified the phone for the full $700 discount and, after filling out paperwork, began transferring my phone data into my new iPhone 12.

When I returned an hour later the transfer was complete but because my agent was busy with another customer I was assigned someone else.

After completing more paperwork he asked if I was ready to authorize charges for my new phone with a $250 credit. I said, "No, " and explained that I had twice previously been approved for the $700 credit. He said my phone did not qualify because of the chip and crack in the screen.

I was very upset at this and explained that I had been preapproved twice. I then canceled the upgrade. He replaced the sim chip in my iPhone 8 and then fiddled with my account for 15 minutes before saying that he was getting an error message on my account in reversing the upgrade but that I could leave and he would email me confirmation when he was done.

I said that I wasn't going to leave until he deleted all of my phone data from the iPhone 12. He should have thought of this and I was upset that he didn't. I then left the store telling him I was going to file a complaint.

The experience cost me over half a day in driving and waiting as well as considerable frustration. It has now been three days since my visit and I have not received the promised email and my AT&T online account still shows that on my upcoming bill I will be charged for what appears to be the monthly equivalent of the full cost of the iPhone.

None of this is acceptable and (although I do not think it was intended as such) looks very much as if a scam was being pulled. It was definitely a bait as switch.

It was definitely NOT a happy experience with AT&T.

I have been a customer with AT&T's for many years! I went into my local store on 5/8/21 and upgraded my phone I'm addition to changing my plan. I was told I would receive a $350.00 trade in discount.
1. My plan did not change
2. Was charged full price of the phone
3. Did not receive trade in
I called customer service today only to be told I can no longer access my account with at&t via the phone, I must report in person. I contacted my local at&t store only to be told the very same thing. So no customer regardless of situation can gain access now to his/her account unless done so via in person appearance.
What in the work is going on?
Will the customer service departments now close as they can no longer access customer accounts? Something is very wrong here. This business is feeling very much like a scammer company compared to a year ago!

1. Account supposedly closed in December 7 2020, but ATT does not have notation in their records, but have records of the transfer of TV in December 2021. Cancellation of the Internet service and transfer TV service was done in the same phone call.

2. Charges for an account that has been cancelled (Internet as [protected])
received bills and withdrawn from my bank are the following:
a. 12-22-2020 $40.00
b. 12-28-2020 $46.80
c. 01-26-2021 $46.67
d. 04-26-2021 $46.67
all of these charges are supposed to be for Internet service which was cancelled in the end of November 2020.

Called Loyalty, Customer Service, visited one the local stores; and not luck.
Offered to show the statements from the bank that reflect these charges
but no one can helped. The last call with Chris ID CT1530 offered to escalate the claim, then asked how long should I wait for the resolution
he told me he did not have any idea.

At the present time, I cancelled the auto pay in order to avoid more withdraws.

Hope, now to receive any response to my complain.

AT&T complaint:

March 10, 2021: AT&T bundle services ordered.
Acct # [protected] and Act # [protected]
Conf # 6312412929A

AT&T will not honor the price quoted for bundled services

All services ordered and installed 3/18/2021. We agreed on the following services: 25mbs internet Wi-Fi, 2 phone lines [protected] & [protected]), AT&T TV / cable. Price quoted initially at $144.98. (an estimated total monthly bill including taxes and fees) The 2nd call was placed to reconfirm 3 services and $144 price, at this time was quoted a new price @ $147.11. Although, there was a price change it was approved by me for the new price of $147.11. Upon receiving the 1st bill of $244; was paid. As of the 4/17/2021 bill was for $135.75 and my debit card was charged for $65.52.
At no time was I told the bundle services were not available. At no time was I told there would be 2 different bills. I called and spoke with Johnnetta regarding a missing cable box, and then told there would be 2 different bills and the TV MUST be drafted separately. Again assuming the $147 - $65 = $81.95 to be paid monthly by me. But now I'm told an additional $65.52 will charged to me. (?) The misinformation and false advertisement by AT&T. Now AT&T will not honor the price quoted to me. Because of their misconception they are not willing to fix this issue they created.
Finally spoke with manager Nicki (emp ID # NC356B): she said although AT&T made the mistake in not setting up the Bundle service as requested at the initial setup call; there is nothing that can be done and they cannot fix this problem with the price. Therefore I'm screwed and must pay the addition amount.

Before mailing in my perfectly good phone in Dec 2020, I asked ATT chat person to verify I would receive $700 for my phone if I upgraded - they said YES. "Mail it in and we'll send instructions on how to get the rebate." I mailed it in. Called 2 months later they said I didn't qualify and, basically, too bad. I explained that the chat said I would be able to get the rebate as long as the phone was in working condition, no damage and screen not cracked. It was in perfect condition, so I expected the rebate. In Feb 2021 I spoke with multiple CSR and then asked to talk with a supervisor. Jasmine called me back and confirmed that the rebate would be issued to my account, that I needed to wait 1-2 more billing cycles. It's now May 2021 and the supervisor I spoke with today said I can't get it, even though Jasmine's notes clearly state I should get the rebate. Today's supervisor was so short, he basically said, "I don't have a way in the system to help you." I said, "OK, you may not have a way in the system, but as a supervisor, you do have the authority to work with me on something." He said NO! So now, you have my perfectly good phone that I could have sold to help pay for this new phone. I get $0 from ATT and I am required to pay $1000 retail for this phone. AND during these calls the customer service and supervisor had the nerve to ask if I wanted to upgrade the service - which would make me pay even higher price...I don't even use half of the 3GB I currently pay for! I am appalled by the customer service! This is the type of service I moved from my old phone company because they would not give me the time of day after 15 years. I've been an ATT customer, now, for 10+ years. I pay my bill on-time, auto pay, etc. I can't believe that a supervisor wouldn't even give me the time of day to work out a solution with me.

Your people (apparently a subcontractor) cut off my electricity four days ago and still have it off. No one cares enough to get it turned back on. Now you stupidly want a longer complaint in order to be received!

I have upgraded my cellphone on 11/11/20 from an iPhone 8+ to iPhone 12 pro max - I was given an offer for $800.00 in credits to trade in my old phone to the new phone. I was to receive the credits within one to two billing cycles from the date of the trade in. Up to date, I have not received the credits for my trade in phone .I have called ATT numerous times for my account credit - I have been bounced around from department to department- up to date my credit has not been applied to date. I have been given numerous resolutions and this issue still has not been resolved. I have proof that ATT received the old phone because I have the receipt of the mailed phone- I tracked the phone delivery and an agent in the warehouse received and signed for the phone. I have spent hours on the calls I made to ATT to have this resolved and I am still waiting

Dear ATT:
RE: account # [protected]
This 86 year old senior is a case management client of mine. She tried to pay her bill over the phone for 4 days. They kept asking questions she didn't remember the answer to. SO in effect she couldn't pay her bill due to your company wouldn't let her. I called your company so our company could pay her bill. I was on the internet for 1 hour then got bounced around the phone service for 45 minutes. Still couldn't pay her bill. Then when I asked why they were charging her 9.99 for Sports which she doesn't watch and has repeated told them to remove the sports channel, also you have a program for 20$ for phones for seniors and 10$ for internet yet you are charging her 28.54 and 40.10., your customer service rep says "oh sorry" and placed me on hold again. This is the worst service, then your csr says, "Well we have to charge her a fee for not paying on time" What kind of fraud is that. You won't take an 86 year olds money when she tries to pay and we try to pay, but then charge her because she didn't pay?