AT&T
Reviews and Complaints

Customer Service is the Worst!
We spent over 12 hours dealing with their customer service, as what I thought would be a nice change has ended up being the worst thing I could ever think of!
On December 18, 2020 we went into Sam's Club and decided to switch from Verizon to AT&T, thought we would save money, but instead we have spent $4117.10 now, with $1519.27 not being authorized and not even knowing what it is for. I spent over 5 hours on the phone on December 22, 2020, asking why that was taken out of my account with no response, no one knows or can see it. I was even transferred from your level 2 customer service agent, who transferred me to a Fraud agent to be ridiculed and sent back to customer service to start over!
It is now January 14, 2021 and phones have been returned, but it could be months before I see return. Really! This is my money and it should not be held, especially when I have returned their product unopened.

Georgiana Robinson. [protected]@aol.com
On October 2020 I saw a reward promotion for Apple Watch on my online bill. The promotion stated if you purchased an Apple Watch 6 and trade in an old Apple Watch you will receive $200 for the old watch and if the watch was in excellent condition you may receive more than $200
This sound great to me so I purchased the apple watch 6 for $536.24. AT&T emailed me the shipping instructions on how to send the ole watch back to receive the $200 credit. I shipped the watch on 12/3/20 and att received the old watch 12/6/20. To date I haven't received my $200 trade in reward for my old watch . I called AT& T on numerous occasions including today but all I get is the run around. Every representative I spoke with had no idea of such a promotion or they said the only promotion they see in their system was one where you had to trade a phone and get a new phone. They would place me on very long holds (more than an hour at a time) or hang up on me or tell me they can't give me the credit because they can't find it in their system. I have been transferred to the trade in area, the rewards area and the customer care area and each time I have to tell my story all over again and answer a litany of questions which is frustrating.
All I want is for AT&T to honor the promotion or send me my old watch back.
Watch 4 shipped USPS 11/3/20 and received by AT&T 12/6/20 from carrier Pitney Bowes Re #[protected]. Usps tracking # 9202390100721415288592. Please help me get my watch back or the promotion credit of $200
Thanks

Purchased iPhone in August 2020. I have never been able to login to my account. My phone number is [protected]. It is a personal number, not a business number! I have had this number since 1998, starting with sprint.

AT&T routinely takes money out of my wells fargo account, but will not let me look at my own bill or contract. It is my account that is locked, not the device!

This is willful fraud.

After trying to create a login, my account was immediately locked.

Callme. Do not text me! I want to hear from someone with actual answers.

Janet Cameron
[protected]
414 10th Ave, Apt 6
Seattle, WA 98122

I have been a Direct TV customer for approximately 25 years. AT&T took them over a few years ago. My husband handled the bills until last Spring when he became ill. The AT&T bills were paperless and sent to his email account. That account no longer exists. I requested paper invoices numerous times to no avail. I would just pay around the same amount each month. Last month (December 16) my Direct TV was shut off for lack of payment. When I called they said we were $69 in arrears! Our monthly charges are approximately $180 per month. I could not believe they shut it off for $69, one third of a monthly payment, a long term customer, in the middle of a pandemic! I explained that I did not receive the bill since it is being sent to an old email address. I paid the bill on the phone, requested paper invoices again, updated the email to mine and service was restored.

Last week, December 31, I received the current bill which included a $15 restoration fee and $9.99 one day service (?). When I called to ask to please remove the fees, I was denied. I kept pressing and after being on the phone for 52 minutes I was finally given a $17 credit. I told them if they did not remove the charges, I would change providers but they did not care. They are willing to lose a long time customer who has always paid on time for $7.99! I asked to speak to a supervisor and was told none were available but one would call me back within the hour; today is 4 days later and no call. They have the absolute worse customer service of any company I have ever dealt with. I was happy with Direct TV and didn't want to go through the trouble of switching providers but it's a matter of principle.

I took advantage of a trade-in program where I sent my qualified phone, Samsung Note 8,  and purchased a new Samsung Note 20. I followed AT&T rules, made sure I qualified even though I really didn't need a new phone but the program was too good to pass up.  Several weeks later I received a letter from AT&T stating, in essence, "thanks but you are now screwed out of $999 AND your old phone". But wait, I did receive a $35 reward card. So that leaves me with a bill of $964 that I did not want nor can easily afford AND my working Samsung Note 8 gone for good.

21 months 93 nope 94 as off 1/3/2021 95 outages in florida. Useless channels pulled there suggestion that I call the tv company's what does being on your negotiation team pay? And who has my paycheck?
Then today news years day error 775 and there suggestion is that I check there connections?
Wtf so if my power goes out should I shin up the power pole and check the power company's connections? Only messages from direct tv in almost 2 years consist of give us more money call the tv company for us and fix your own issues zero inquires on if I am happy any issues zero communication on 94 now outages there should be a class action lawsuit you are selling a product that you cannot provide in many southern states and you know it a reliable streaming tv service sp please take this as my notice that as off 12/31/2020 we no longer will be paying for a service that we cant get and look forward to hearing how you intend to compensate me for 94 outages and zero credits if you feel a need to go to court over the remaining 3 months of our contract with you please do I will be happy to show the judge this comedy of errors that you laughinly discribe as a streaming tv service a copy of this is being forwarded to at&;t as it was there rep that conned us into this nonsense and other platforms so potential customers can see exactly what to expect from at&;amp;amp;t and dish net work yours martin j readion 840 gardenia lane jacksonville 32208 account # 29338*
Product or service mentioned: directv satt tv service.
Preferred solution: let the company propose a solution.
Directv pros: dependability, cant think of any pros for directv services, programming choices.
Directv cons: lots, outages when it rains, creative billing, billing errors. O its 1/3/2021 been trying to contact direct tv for 4 days now zero response so take notice at &t and direct tv I have done my best to reesolve this and I am done repeat done

Direct tv you have untill 1/15 2021 to pick up your unwanted eqipment or it will be on the curb and I will not be paying 1 red cent for anything after 12/30/2020 when your sorry assed srvice stopped for the 95 th time pick up your [censored] and do not come on my property again

At & I hold you equaly responsable it was your repeat your rep that came to my house I didnt ask you to come to my house and sold us this [censored] so you get hold of your repeat your partner and strighten this mess out or you too can pick up your internet [censored] tooyou choose to be in partnership with this sorry assed team so if it does not get strightened out real quick you too are on notice that as off 12/31/2020 I will, no longer use your services because you too are in breach of the contract that your rep made with us this is now posted to at&t direct tv facebook and craigslist in the hope that someone that works for these companys might read it and respond

Also if you are thinking about signing up with at&t or direct tv dont repeat dont they will promise you the world and deliver a nplastic globe try to get customer service good luck with that one

I just found out that direct tv chiefly deals with central and south america where they are often the only game in town surprise surprise

I ordered new service back in October, I got the self installation kit. I plugged everything in correctly. I am a computer and low voltage technician for 15 years now running my own business. So I know how everything works and where everything should be connected. So when I could not get the modem to get a signal and phone support could not they scheduled a technician to come out. When he came out he tested the line and there was no signals coming into my apt. So he went down to the locked connection box for the building to connect my apt or fix the connection. When he came back he tested and was getting signals and got everything working he then told me he would add notes, so I would not be charged the $99 technician fee because I could not have gotten my internet working without a technician. 2 months now the fee is still there after 3 hrs of phone calls and last month the att person I spoke to told me to pay just my portion of the bill minus the 99 technician fee and it will be removed before my next bill. Still no resolution and I won't pay because I was told I wouldn't be charged on top of that if it could have been fix without getting into there locked box I would have done it myself. As a new customer I'm very fustrated and the fee needs to be removed otherwise I will contact the FTC and any other options I have until this is made right!

No internet since 16th December

Have made over 20 calls to resolve issue

Workman came and said he could not do anything and that we needed to upgrade to fibre optics
Second workman came on 22nd said box needed to be repaired and that if box repaired the same day he would come the next day to install the internet in the house fibre optics box repaired on 22nd dec at 5pm

Called to get workman to come out on 23rd to install but A TT&T now say that they cannot come out until 30th December

this is very poor and deplorable customer service

very long wait on all 10 calls sometimes holding for 1 hour

ATT&T inefficient, unreliable and do not keep their word

Very bad customer service

at&t offered to change my landine to a wireless phone. after I received the cell phone, I called at&t to port the home number to the cell phone. It has been 2 weeks and I have called at&t several times. i get transferred from one rep. to another, sometimes for as m long as 2 hours. i called today and ask for a supervisor, i was transferred from one rep. to another. after 1 hour and 23 minutes I hung as usual. at&t offered to port my landline to a samsung a11, which I have received. at&t also offered to credit the current bill of $60.79, lower the wireless monthly charge to $40 each month, keep the same features as my landline. honor the offer or cancel all services will at&t!
ronnie rose [protected]

I went to a Premium Wireless kiosk in a Walmart Store at 5501 Hwy 6 Missouri city, TX 77459. The idiot at Premium open 2 accounts for 1 phone (work phone), returned the phone 1 week later saying I had got laid off and did not need phone. Since I returned it well within the 14 day limit, Sid at Premium said ok you don't owe any money. Sid got fired for doing a terrible job and then Anglia who started to listen to me got fired for doing a bad job. After I started receiving 2 bills from ATAT I called and asked what is going on, one bill was for the phone that I did get but had no idea what the other bill was for. AT&T was no help after 8 calls to customer service and talking to 10 different people AT&T would not help me, I talked to people in The US, India and the Philippines and I finally gave up and paid for the charges on 2 phones that I don't even have. Terrible customer service, I will never use AT&T or Premium Wireless again and I'm going to use social media to further voice my displeasure over this incident. AT&T should be ashamed!

A amount of 27.00 on my account. And I did not order anything

Billing Date: 25 Nov 2020
Account Number: [protected]

I am a client of AT&T for many years with both residential and mobile service. I am very unhappy with AT&T Mobility with their mailing of statements and posting of payments. As a person who has been a victim of identity theft 3 times in one year, I refuse to succumb to going online, printing my own bills, signing up for auto pay just to avoid the late charges and risk identity theft once again. I travel heavily for business and am not always home every day to pay the bill the day it arrives. I am home on the weekends.

The close date for my account is the 25th of the month. When I have been home, the bill is generally received around the 5th or 6th of the month with a due date of the 16th. The bill states it may take 7 days to post. Last month I paid and mailed the bill on the 11th. AT&T posted the payment on the 21st and charged a $7.00 late fee.

If the statement closes on the 25th, why does it take 10 days for me to receive the bill? If AT&T can take up to 7 days to post the payment, and they posted on the 21st, did the payment arrive at AT&T on time and they held posting only for me to incur the late fee? This is happening all too often with AT&T Mobility.

Up until recently I was able to track my AT&T residential service and never incurred late fees. Since AT&T dropped the residential service in my area, I can no longer use that as a gage for posting, however in the past the residential service was always posted 3 to 5 days sooner than AT&T mobility. It should not be the consumer's fault if AT&T Mobility cannot process their statements sooner and post their payments timely.

I firmly believe that if the due date is the 16th and they have up to 7 days to post the payment, there should not be a late fee imposed before the 23rd of the month. Also, it is the responsibility of AT&T to process their statements and get them to the clients in a timelier manner. There are some of us seniors that still believe in the system of mailed bills and paying by check and mailing the bill back.

AT&T stole my money out of my prepaid account. I had $50 in it and they sent me no message that I needed to add more money they just took it. What crooks they are..

Hugh unexpected monthly billing since switching to AT&T from Verizon.

We were happy with Verizon, but had to switch to AT&T as Verizon service in our rural area was very poor. AT&T's cell service is very good in our location, however their customer service & billing practices are impossible.

Since switching My first bill was over $400, my next bill was $374. The reason according to customer service are discounts aren't applied for 3 months and I'm suppose to get back the money once they do apply.

Here are the issues with ever seeing those discounts:
1) my husband is a disabled veteran, he submitted the form right away after we made the switch to AT&T to make sure we get the 25% discount on the monthly service costs. We here nothing, see no discounts applied, I make an appointment and go into the store. Told by the rep that he sees that my husband is a vet and we will be getting the discounts. We are not getting the discounts. I call numerous times about the discounts for the trade in phones I returned and after hours finally a rep says you aren't getting the Veterans discount because the account is in your name and needs to be in his instead. At last an answer, there is just one very large problem, the account can't be changed to his name because we are new customers until we have it for 3 months due to FCC regulations. It would have been nice if I was told this when we decided to move to AT&T. The only reason it was in my name is that my husband has military related hearing disabilities and I handle all the bills & phone calls.

My trade in phones that I returned went to the wrong AT&T location as I used the return label & box that came with the new phones that had zero instructions to send them back and AT&T couldn't find them. I had to make call after call until I finally got a decent rep who I was finally able to give the tracking number I had from when I dropped them off for shipping to. She located the phones and they are suppose to be applied in the 3rd billing cycle, but I will be closely watching as I have no trust or faith in AT&T's ability to make that happen - why you ask, I called AT&T last night to begin the process of opening a new account I'm my husband's name to transfer the service so we can get the military discount and was told that there is a note in the account to have a customer rep add the discount on January 15th if it doesn't apply automatically and I was told the discount will be $800. Per phone not $1000. I was told because the phones I got are iPhone 11 pro max phones not max phones. It was always iPhone max pros I was purchasing from the start not iPhone pros (the smaller version) and I was quoted $1000. Off each of my trade in phones on the promo they were running which would bring the monthly payment for each phone down to $8.75 per phone. My bill with the discounts I was to get should be $197. Per month not $374. Per month!

My other problem, the opening of the new account I'm my husband's name does not appear to be working. I was to revive and email that I was to respond to in 2 hours & then it would be 48 hours before the account set up completed and then my husband has to complete the military form for the 3rd time to get the discounts. The problem is I never got the email.

I was assured opening the new account would not cause a problem with the trade in discounts, but I have my doubts. We are seniors and cannot keep paying enormous amounts for cell service each month.

There has to be someway to get this resolved or do I need to file with FCC and get my attorney involved? I regret every getting involved with AT&T at this point, no customer should have go through this, the amount of time alone to try to resolve this should get me free service for 3 months! I have read all the other terrible experiences with AT&T - is this how Thru expect to keep customers long term?

Been with at&t many many years (bundled package) called to get a cheaper price for tv contract/service, young lady I spoke with offered no special deals, but a lesser package which in losing over 120 channels for a deduction of $25 per month (not the savings I was looking for) cant believe that years of loyalty mean nothing to a consumer nor its company, told her we will be doing a total cancellation by years end of everything 220 per month on tv/internet and 160 per month on cell phone service which comes to about $4600 per year, then we will see how not caring for a customer really pays off... But of course she tried to tell me if I switch to directv or dish or comcast I will pay extra for boxes and hd packages and rental fees yada yada yada so I informed her that her tactic was not keeping me from my decision... Mind you this is the 2nd time in 2 years I have asked for a special/deal and 2nd time denied, guess time will tell if customers make pay days possible for companies or ceo, s get the bonus they hoped for by denying company/customer relationship priority

I am not going to write all this out, some one needs to call me or I will not make another payment and I will switch to one of your competitors as well as post what has happened to me along with emails chat phone calls as proof.
I am so disgusted with att right now and this is just the latest incident in a long line of faulty equiptment, installers/techs that are poorly trained and not knowledgeable at all as well as terrible service and customer service.
My name is Robert Leeds and my number is [protected]

Thank you,
On Sept 16th I spoke to the Loyalty Dept. of att/directv/internet. The complaint was about my bill as in too much. She agreed and offered the following corrections.
Tv change of price - change order# R21-25303922767.
Internet reduction - 58984593990A
Total cost of the directv/internet $106.00 +tax - Order# 303066330
In Oct. was bill was as it was the month before $181.08. Not the date the new price was to go into effect which was Oct.
On Oct 26th I called att and quoted them the above change orders they issued me a $65.00 dollar credit. But not the difference of the $106.00 and the $181.08 I paid. I called att today the 27th of Nov. and spoke to Loyalty Dept. They agreed that $106.00 was the number I was quoted and agreed to. They also said they would not honor that agreed upon price. Back to $181.08. I'm flabbergasted never expecting this reaction from of all folks AT&T. I am
Sincerely,

John and Mary Hartman
130 Newport Circle
Hendersonville, Tn 37075
Ph [protected]//[protected]
AT&T account number [protected]

11/14/20 internet & landline not working? payment always on time, after numerous calls to 800 288-2020 a Michelle insisted that ATT could only do the repairs by sending a technician INSIDE my home for 3-4 hours. I am a senior who is disabled and I notified my son that he needed to be present on 11/16/20 between 1-3:00PM. ATT did not show up or called my cell. I called Att after 7-8 attempts and it was stated that a another tech would come back 11/17/20. Tech arrived ahead of time but he waited for my son who advised the tech that I did NOT authorize the fiber installation and demanded the original copper and internet to be restored. He could not do it. On 11/17/20 I filed a verbal complaint with FCC file #4379581.11/18/20 I called Belva Davis, not available so I called the office of the president and spoke with Donald. 11/19/20 ATT technician restored my internet & landline WITHOUT having to come inside. My son took 3 days OFF work because I am disabled and cannot go up and down the many stairs in my home. I asked for compensation, I asked why & who authorized this FIBER, and ROY from the office of the president said that the 6 days without my internet & landline was an ACCIDENT! Why was I told that the only way to get my services restored was to have a tech inside for 3-4 hours? 11/23/20 I received a letter full of lies from ATT. Att should not be allowed to mislead seniors with FIBER services that should be the customers option, have ATT representatives mislead and disconnect PAYING customers for 6 days and just frustrate & misrepresent what rights a customers has! I was NOT given an option when my services were disconnected without notice. I want compensation for my son's time and ATT must in writing apologize for their poor customer service that I had to endure by being told that a supervisor was not available by Maria MC976E and then Maria connected us not to a supervisor but to the Direct TV dept. to get rid of us after 40 minutes waiting .This is the way all of their representatives deal with good paying customers, frustrate them to the point where they will just leave!

Wife and I recently signed up for cell phone service. We ordered 5 lines with phones and 2 smart watches. We was told when we signed up, the watches would ship separate from the phones. We received the phones but, did not het the phones. When i called to activate our phones, I asked when the watches would come in. They did not show where we ordered them with the phones. So, we could not add them to our service until 60 days after we have service with AT&T. very unsat..