AT&T
reviews and complaints

From: Emmanuel Rosado

To: To whom it may concern, AT&T

Re: Compliant AT&T Services

June 5, 2022

Hi! I’m Emmanuel Rosado,

Thank you for the AT&T services,

This statement is a Consumer and Governmental Affairs "FCC" summary and doesn't discuss all the circumstances in detail. This statement aims to complain about some ATT stores and the AT&T prepaid cell phone service issues and request an executive investigation regarding this matter. I want to keep having the best experience AT & T provides to all their clients.

Per “The Federal Communications Commission regulates interstate and international communications by radio, television, wire, satellite, and cable in all 50 states, the District of Columbia, and the US. Territories. The FCC is the independent US. Congress oversees government agencies. The Commission is the federal agency responsible for implementing and enforcing America's communications laws and regulations. “ FCC.gov

According to the FCC, "Telephone companies may use, disclose, or permit access to this information in these circumstances." I want to remember that I haven't agreed with third-party agencies to gather any information without my consent unless approved by AT&T regulations policies or FCC standards. On the other hand, I've had weird issues at AT & T stores and with my AT & T phone services. Last year, I complained about the Bobby Jones ATT & T store when the representative refused to open a new line phone (in a new cell phone). My actual AT & T line was [protected]. However, more than 90 days after complaining, I never heard back about the AT & T complaint. Also, another incident happened on June 4, 2022. At approximately 3:00 pm, I showed up at the AT & T store located at 5003 Steiner Way, Grovetown, GA. I asked the representative to make a line transfer from the line [protected] to another phone. The representative installed a new sim card in my phone at the store to make the phone number transfer but never gave me back the information he printed out of my cell phone service. The representative took pictures from the tablet he had in his hands while I talked to the AT & T customer support from the phone line at the store located at 5003 Steiner Way, Grovetown, GA. 30813.

Furthermore, at approximately 6:00 pm, I got several unknown phone calls. I answered the first phone call, and someone asked for "Bobby." It was approximately 6:15 pm. Mr. Douglas Adams called my phone claiming that I was using his phone line, which the representative activated with a new sim card at the store location at 5003 Steiner Way, Grovetown; Mr. Adams claimed I was using his phone number line. I answered Mr. Douglas, "I'm talking to AT & T customer support, "Andres" regarding this matter." Customer support stated my 4-digit pin was incorrect, and I had the line number [protected], which belongs to Douglas Adams. In addition, the customer representative via phone provided me with a new phone number [protected]. However, the old line, which was the one supposed to be transferred [protected], is still activated, and I got a new phone instead of a transfer. I believe it is not usual with all clients at AT& T. Because the old line [protected] was supposed to be transferred but is still activated and never transferred.

I consider this issue dangerous for my online accounts because I'm having issues with two fact authentication to log in to online accounts such as my bank account, emails, etc. Today June 6, 2022, I showed up at the same AT&T store in Grovetown, Ga. I notified the At&T store representative Noe knows about the situation. However, Ms. Noe didn't have an explanation for such actions. Ms. Noe stated that the other representative was not present at the store.

Additionally, by 1:30 pm, after leaving the AT$T store at Grovetown, GA, I continued my efforts to find a solution to the problem by calling customer services once again. Customer representative, "Andres," the same AT&T representative I talked to on June 4, 2022, regarding this matter, stated that he had no access to the line and was supposed to be transferred from [protected] to another phone. Mr. Andres didn't take my complaint seriously because he refused to provide me a phone number to call to make a complaint to investigate this issue. Mr. Andres didn't try to find a solution to the problem. Once again, my efforts continued calling [protected]@T customer service. Mr. Kelly, listen carefully. Ms. Kelly stated that something weird was going on because of the issues mentioned above. Besides, Ms. Kelly stated that the phone num. Mr. Andres assigned me on June 4 a phone line already in use since February 27, 2015. I provided Ms. Kelly with the sim card num. [protected]-[protected] and IMEI [protected]. Ms. Kelly had access to the account [protected], transferring the phone num to my AT&T phone as it was supposed to be done on June 4, 2022at the Grovetown store. Also, Ms. Kelly stated she would escalate the issue to find a solution to the problem to be investigated adequately. Ms. Kelly provided me with two phone numbers and one email to file a complaint on my end. I had two phone numbers activated simultaneously in one $30 prepaid monthly plan. I was unaware.

Finally, I thank AT&T for its excellent services. I have been an AT&t loyal customer since 2014. AT&T always provides the best experience to all clients: without discrimination, judgment, or based on a solid foundation to justify such actions as refusing to open a new line, taking pictures of personal data, or adding a phone number, instead of transferring a phone number from other existent client accounts such in my case mentioned before. Still, I want AT&T to make letters on this matter addressing an exhaustive investigation of this issue to find a solution to the problem with my services and issues at AT &T stores. I want to keep having the best experience AT & T provides to all their clients. I count on AT&T's collaboration in this matter. "Make your consumer information preferences clear to all businesses" FCC.gov.

The following is a friendly Consumer and Governmental Affairs, remember.

Per, Consumer, and Governmental Affairs, FCC," My telephone company may only release your customer information to you upon request, with certain protections:

• Password for phone or online requests

• Valid photo identification if your request is made in person.

Furthermore, your phone service provider must:

• Confirm any new or updated password; backup for a forgotten password; an online account; or a registered address.

We obtain your permission to utilize consumer information for marketing purposes.

• Maintain accurate records of disclosing your customer information to third parties with your permission.

• Submit an annual summary of all consumer complaints involving the unlawful release of customer information to the FCC and certify compliance with FCC regulations.

Protecting your customers' personal data

• Please inquire with your service provider about how they safeguard your customers' information privacy.

• Examine your phone bill and any other company correspondence carefully.

• Determine whether your organization is asking for opt-in or opt-out authorization to use or share your customer information for marketing purposes, and communicate your decision to your provider.

• Your selection is valid until you notify your employer otherwise.

“Remember that all telephone businesses, including local, long-distance, cellular, and VoIP service providers, are required to collect customer information.” FCC.gov

I hope to hear from you soon,

Respectfully,

Emmanuel Rosado

Resource:

FCC. gov

https://www.fcc.gov/consumer-governmental-affairs

AT&T has scheduled 4 different dates to install High Speed Internet at my home.

Each cancelled without notice, no phone call, no email, no text. For a communications company they are severely lacking in communications with the customer when issues the need for changes occur.

After taking off work 4 different days to be present for the tech to install service, I have cancelled the installation all together. Definition of insanity is doing the same thing over and over again and expecting a different result.

In August of 2021 we were told $29.952 a line unlimited for 7 company phones and 2 I-pads. They then add 5 more employee phones at a promised $15.00 a month each! Our total cost was going from $999.00 town to $600.00 changing from Verizon and reimbursing 5 employees $45.00 each for phone usage. This conversation was witnessed by 3 people and notes were taken. So far we have not seen a bill less than $1100.00 a month (except for 2-credit months). We over paid by $7700.00 so far and have been put off in 3 meetings with the buzz rep. I was told by everyone I call at AT&T and that they no longer have and commercial reps. A store manager told me that I am not the only one who he heard from regarding the overbilling. He then said that corporate would set up a commercial manager's and give them all sorts of discounts and breaks for them to promise to companies. Yet when the time comes they would not honor those promises. The last "Aria manager" I talked to has taken 2 weeks and still no satisfaction.

First let me say, I have never experienced a more unsatisfactory and deplorable level of service in my life.

I just remained on the telephone with att for over two hours attempting to resolve a simple issue that a third grader could probably take care of in 3 to 5 minutes.

Now to the issue: On frbruary 22 or therablouts I get a liettr from att starting that due to an upgrade in their service, my cell booster (microtell) will no longer be of use. As a result att will be sending me a new cell booster that will interface with the new system (3G up to 4G). Would I please go the a web site as listed and make the request for the new cell booster at n cost to me. Finding the web site to be confusing, ambiguous and not at all well constructed (my opinion), I chose to telephone att and make a request for the new device.

I did so sometime in the last week of February 2022. Afetr a lengthy period of time and not receiving any device, nor any communication, I call4d again and a a sked what is the problem? I was told that there was a delay in getting the units but I would be placed on the list and should receive itshorly but be patients. Ok. I was patient. In early may I called a third time to find out what the situation was and what the hell is going on? I was told that I am in the order list and can expect a delivery in late may. It is now June. I called again (4thy time) and have been on the phone for two hours with a representative. She puts me on hold and makes inquiries and tells me the "promotional" program is over. I ask to be put in touch with a higher level agent and she instructs me to wait 30 minutes to get a call from Chad, in technical support. I get the call and Chad explains that he is a technical support guy and he will switch me to the correct department. While waiting and listening to a Motzart concert, I am disconnected.

I think this company (ATT) is one of the worst examples of poor customer care I have ever experienced.

I will pursue my issue with vigor and conviction. I recommend that a person in public relations call me and apologise and find out what would make me so dissatisfied with the service that Att offers.

I called a month ago about an increase on my internet bill so they said they would reduce it to $35/month. I also asked why I can't just receive a single bill each month, one with my internet charges and one with just my wireless (cell phone) charges.

The next bill then showed an internet charge of 81.83, not the $35 they promised. So I call to find out why...and am told it was because I combined my internet bill with my cell phone (wireless) bill. WHAT? I just thought it's easier to have one auto pay, not two each month. Wrong. These used car salesman have endless scams up their sleeves...so don't believe anything they say. And each time a customer calls to get the ATT errors fixed, they say they can't refund retroactively, even though they promised, repeatedly to reduce the bill to the agreed amount. Multiply that times millions of customers for a hefty profit & you can see why they fail to deliver, every time. Prison is the only answer for the CEOs that encourage those sorts of law breaking scams.

Do NOT use AT&T if you have any other options.

May 11, 2022, I terminated my cell phone service with AT&T, expecting to receive a pro-rated cost for the billing period. My billing period began May 5, 2022, ending June 6, 2022. I should habe been billed for 6 days. Instead my checking account was debited for the whole month because I was enrolled in auto pay. I would like to be reimbured for the period starting May 6, 2022, through June 6, 2022. AT&T customer service representatives informed me that there is anything that could be done to reimburse/pro-rate the cost.

AT&T canceled my 88-year-old moms prepaid service without her knowing it. They did this because of their update from 3G to 5G. I was told they had canceled 36,000 subscriptionsThey said they had sent her a text however she never checks and only uses her phone for emergency situations. She had over $200 remaining on her contract. After spending 4 to 6 hours talking with a customer service rep, Supervisors and the local store manager I wasn’t able to resolve the situation. During the course of my several conversations I was transferred to numerous individuals and told different information several times. I was advised she will be receiving a full credit which I found out later was not accurate. I was told she would receive a$150 prepaid debit card.Also this was not accurate. I was told the local store would have all the information in their system that the customer service rep entered. That was inaccurate also. Bottom line my mom is out approximately $234. I’m still waiting on a call from a supervisor but I doubt I will receive it.

Everytime, I tried to login into my ATT account, the dreadful system does not recognize my password, even when I am already signed into my email, on the next tab, which has the same password.

I called three times; three times three different people promised they would take care of the problem. I had to change my password and it seemed everything was fine, but when I tried again to sign up into my account, the site managed by incompetent people, but it never remembers my password.

The problem is that the technicians you have are in India and not in the USA. Obviously, they offer the service they get paid which is rubbish, and the services is as bad as the services you (ATT) is using in undeveloped countries and not in the USA.

I JUST FINISHED TALKING AGAIN FOR ONE HOUR OF MY TIME TO TWO DIFFERENT PEOPLE WHO KNOW NOTHING AND ALL THEY SAY IS TO RESET MY PASSWORD. I WILL NOT RESET MY PASSWORD AGAIN FOR A HUNDRED TIMES, INSTEAD I WILL BE LOOKING FOR A BETTER COMPANY THAT IS THE USA AND HAS ITS DEPARTMENT IN THE USA, NOT IN INDIA OR SOMEWHERE IN A COUNTRY DOWN UNDER.

I will start searching for another company to switch because I am FED UP with the horrible and unprofessional service provided by ATT.÷

SEE THE SCREEN ATTACHED NOTICED I AM LOGGED INTO MY EMAIL, HOW STUPID CAN IT BE?

my phone was stolen in feb 2022, i waited a week decided to buy new phone

gentlemen on phone sold me a new phone to me and my girlfriend same day, same acct,

1 month later my bill is not what was quoted day of sale, i keep calling to get refund but told it will take 2 cycles 2 cycles later bill still same wrong! i call again , i get frustrated they keep hanging up on me , I call again due to Wi-Fi only lasts 2 weeks how much to get unlimited service was given quote over phone . a supervisor sent email confirming monthly bill , finally on 5/16/22 bill is still not correct was given to me on feb purchase date a att salesman by the name of Ashantae spoke to me in length felt sorry for what i was going through and told me hell give me 2 iPhone 13 pro maxes in place of 2 iPhone 13s for 131 a month with taxes and texted me from 36569 number , within 2 hours a woman is standing at my door with phones to switch over she tells me i bought 2 more lines with those phones , which that conversation never took place , my 13 pro max phones dont work correctly due to 2 lines attached to each phone , now ive called 5 times today to correct and each time att hangs up and makes me start all over again , att wants me to return both 13 pro max phones and not sure if they can refund covers and charging blocks and screen protectors , i feel i was lied to tricked into this scam and not fair to the consumer to have to worry of such things like this from att

I contacted a service representative on March 23,2022 about decreasing the bill.

After explaining that our small church was only open on Sundays, and the bill had increased to $700, and we could no longer afford the services at those rates, and would need to decrease the bill and disconnect an additional line. After being on the phone over 50 minutes and placed on countless "holds," I was advised that DSL was outdated, and the new plan would reduce the bill by "upgrading" the service, along with the disconnection of the second line.

The next month's bill was 823.32, including a new mobile charge [protected]), for a cell phone that I never ordered.

Today, I was on the phone from 11:22 until 1:24, and so far I'm still waiting for some type of resolution (Pablo ID# GPBBFW8) referred me to "Loyalty", Julie answered, when I asked for her ID#, she put me on hold for 19 minutes, after which I hung-up and redialed, finally Crizia (ID# ZYHXYZ8) helped. Please I ask for your help and any consideration that you may afford me. (I'm still trying to get the bill and unauthorized cell charges corrected.

(I wanted to contact management before reaching out to the Louisiana Public Service Commission and FTC).

The account number is [protected], New Greenwood B.C.

The order details and recorded conversations should offer authenticity to my claim.

Thanks, Billie Breedlove, Church Finance Secretary(cell# [protected]/church email [protected]@gmail.com

I have had at&t home wifi for less than a month. Was working great until someone came to bury the wifi line outside. Now the wifi has been out since Tuesday May 17th. I called the same day it went out to get someone out to fix it. I was told an appointment was not available until Friday May 20th from 7am to 11am. I was frustrated because I work from home, and am a college student so I rely on my home wifi to get my work done for both. Friday May 20th at 7am I woke up and waited for the technician to come out. When 2pm rolled around and no one had shown up, I called. I was told the technician was running late and changed the time to 3:15-3:45. I was frustrated because I had somewhere to be and someone has to be home. My husband ended up calling off work to be home when the technician was there. Come 4pm NO ONE HAD SHOWN UP! We called again! This time they tell us, oh it looks like your technician canceled and we are not sure why. Um what? Its been 4 days with no wifi already. what do you mean canceled? We spent three hours in total on the phone trying to get someone to please just come and fix the Wifi that at&t messed up when they messed with it, and that we had been waiting on to be fixed for FOUR days and that we rely on heavily for business. Yet we miss out on work, call off, dont get work done on time etc. For four days to just be canceled on? Then finally at 7pm after being on the phone for 3 hours were told well nothing we can do. We can maybe come out on Tuesday May 24th. Excuse me? Maybe! I dont think so. Worst customer service I have ever experienced. Still dont know why we were "canceled" on after scheduling and waiting for four days. And still no wifi and no appointment to get it fixed, But best believe I know we will be expected to pay our FULL months bill the day it is due. HA what a joke. Most unreliable, unprofessional service I have ever delt with in my life. 0/10!

I went in to the AT&T store in Mayfaire located in Wilmington, NC as I need help with my phone. It kept saying not backed up and calls were failing to Android for meds. I have an iPhone. I am 84 and don’t understand technology. The manager had a lady formed visiting and seemed bothered that I was asking “stupid” questions. He was very rude and reluctantly “looked” and according to him fixed my phone. Once I returned home I realized my phone wasn’t working at all. I could not make or receive calls from anyone or text messages. I am certain he did something to my phone via my account. This phone is my lifeline and need it in case of an emergency. What he did is wrong and I still need my phone fixed as well as getting to the bottom of this incident.

An AT&T 'In-Home Expert', Mitchell Swanson, personally visited us on 4/28/22 to change our Cell Phone provider from Verizon to AT&T.

After several email exchanges to get the agreed plan right, he came back on 4/30/22 to confirm our agreement and to get us to sign (to fill his quota for April, he offered us $200 in discounts as long as we signed that day which we accepted).

The agreement was providing Unlimited Elite on each cell phone at $75 per phone less $10 for AutoPay & Paperless Billing, less $10 for Customer Owned Phone, and less $15 for Internet bundling (i.e., $40/phone). When asked what the approximate Fees & Taxes would be, he estimated $15. We currently have AT&T Internet 300 which he agreed to keep the same at $45/m. Also agreed was to add unlimited International Calling for $15/m (limited countries but included UK which was the main one for us).

On departing, when asked about when the International Calling would take effect, he stated he would do this as soon as he left the house.

His follow-up emails with the Plan details were incorrect and it took 2 further emails before he got it close, but even then, it had the wrong Plan Name (Unlimited Starter instead of Unlimited Elite which he offered us at $5/line extra as we are AARP Members - card shown to him - but keeping the same discounts, international calling, and internet).

When the estimated bill came, it bore little resemblance to what we had agreed hence several email exchanges did not put this right despite his assurance he would get it corrected. Also, we made a 21-minute call to the UK on the Sunday, 5/01/22, which was billed to us at $63 + tax despite the fact that we should have been on the International Plan from 4/30/22 evening.

Our actual bill (which comes out on 5/21/22 via autopay) is $239.16 despite Mitchell Swanson's email (4/28/22) quoted "Once Taxes and fees I would put you at $145-$150 a month for all services, internet and cell phones."

I have spent quite some time trying to get our bill corrected, both with the 'In Home Expert' who made the agreement with us, and to AT&T direct, but no luck, just assurances it would be done.

The Plan Quote sent on 4/28/22 was correct other than stating the Unlimited Starter plan instead of the Unlimited Elite as specifically agreed (quote gave $35/ cell phone + we agreed $5 extra for the Elite plan, hence $$40/cell phone).

Considering the amount of time sending emails, texts, and calls, we are extremely upset at this apparent switch and bait tactic, and no mention of when we would receive the $200 rebate despite repeated requests for an approximate date.

From some basic research, it appears that the 'In-Home Expert' may not work directly for AT&T, but rather a contracted salesman with given quotas to meet. During calls to him to ensure the plan was as per agreement, he stated that AT&T cannot provide the plan he agreed, but that he would resolve this and make sure we got what we agreed to; this has not yet happened and once the money is taken out in 4 days' time, we will have a very difficult job getting anything resolved.

The anxiety caused to my wife and I has brought on health problems.

In desperation, kindly help.

On Thursday 5/12/22 AT&T arbitrarily disconnected the above noted home land line _ this was NOT ordered! We have been trying since Friday AM to get this line reconnected and have spent numerous hours on the phone with AT&T to no avail. All bills are current and paid in full. Because of this decision, AT&T has left our home with NO service and unreachable. Would like to know why and who made this decision and how quickly can our phone be reinstated.

AT&T used a third party to change our home alarm service. The employee did not explain what he was doing other than he was upgrading our system. This made sense since the alarm hadn’t worked for years. We then began receiving bills from AT&T and brinks for an alarm system. We called to cancel the alarm with AT&T but they did not stop charging us. When I called today they were awful. Playing games. They blamed us for the problem. They would hang up on us or send us to another department that had nothing to do with home security. One persons accent was so bad. I couldn’t understand her. I asked over and over to speak to someone else but she refused. I was told AT&T doesn’t have that alarm system any more but I had to call and cancel or they would keep charging me. This isn’t the first time we’ve had problems. I tried to cancel the new phone service we signed up for today after all the trouble they gave us but was told they couldn’t do that because I didn’t know the pass code. It wasn’t a problem when I signed up for it. They had no problem taking the security answers.at one point I was told I have to call back tomorrow because that office is closed. I waited an hour and called them and the office wasn’t closed. This is absolutely the worst customer service I have ever received. I believe they may have committed fraud against my elderly husband. I’ve spent a total of 7 hours on the phone with them today.I’m going back to sprint even if it cost $100.00 more a month and doesn’t have a hotspot or allow calls in Canada and mexico

We bought four phones for Christmas, and below is the printed-out bill with the amount highlighted for $264.74 per month stated by representative Destiny the manager at the Mantua Branch in New jersey phone [protected]. Each bill since inception has been close to $300 per month. We have spoken with Destiny three times with no results. We have talked with the customer service twice with no results. This is fraud as we were told one amount and have been given another since the opening of the contract and they just keep stating we need to revise the contract in order to get the bill down. While Destiny is pleasant, we are not getting the results that she specifically told us as she used a highlighter to state our monthly bill. AT&T is a huge company and should be able to honor their agreement without giving us the run around. To me this is switch and bait they in essence conned us into buying 4 phones for a certain amount for Christmas and we have been charged incorrectly starting with the very first bill. We have tried to correct this with no results.

During installation the tech damaged my roof. I did not want the satellite on the roof, but the tech assured me that it would not leak. My service was not great at all, we didn’t have a good picture. A lot of times it would be out. I have called numerous time and spoke with customer service and tech support about the problem and still haven’t received any help or solution to the problem.

Att is such a substandard poor non-customer-oriented shady corrupt organization. The 4g phone that att sent me to replace the 3g phone has been horrible from day one of use, and att refuses to ameliorate the situation. First of all, att customer service said they sent me an Alcatel phone. They lied, or they have no clue what their employer is doing to shaft their paying customers. Att told me to call Alcatel to resolve my issues with the phone, and it was Alcatel that informed me that this crap piece of plastic junk is not an Alcatel phone at all, but some Junk OffBrand unit. After much harassment and advertising on how wonderful and what an improved level of functionality would be my experience with the new phone and 4g, Att refuses to provide a functional piece of telephone equipment to their customer. This so called ‘phone’ is less functional than the 3g phone att provided in the past. It is not even possible to look up phone information in this phone. Pushing the keys rarely results in the desired key appearing on the screen: instead, it is often necessary to push a key 13 or 14 times in order for it to register the expected key. When pushing a key, the cursor often skips several spaces making it necessary to keep scrolling and pushing the key to eventually get to respond at all, and to even stop at the expected choice. The features are not consistently available when trying to manage texts. Sometimes, you can select texts to delete. Other times , you only have the choice to delete the entire thread. Other times, you can only delete the message you are looking at. There are multiple other issues with this malfunctioning piece of plastic masquerading as a cell phone. This is insane, how badly ATT treats their customers, by sending out this ridiculous excuse for a 4g phone.

My name is Charles Tornes, Jr. and I am a long time customer of AT&T. On May 3, 2022 I placed a called to AT&T. I could not get a connection using my internet service. I reached someone in the technical department that ran a diagnostics on their end but could not fix the problem. I was told a technician would have to come out and it would not be a charge to me. The technician came out on May 4, 2022 and discovered I had simply a wire plugged in the wrong port. He plugged the wire in the correct port and this issue was corrected.

Today I received a bill and saw I was charged ninety-nine dollars. I called AT&T today and have talked to five different representatives and one of the representatives among the calls was a supervisor from billing that could not help. The billing supervisor transferred me to customer loyalty department. My problem has yet to be resolved.

i over paid ATT in the amount of $2586.70 yes it was my own fault, this happened over a span of 11 months, since mar 18 I have been trying to get that money credited back into my bank acct. I have talked to so many people over the course of 2 months to no avail , there out of the countless amt of representatives I have talked to were only 2 people who actually got anything done about this matter, i had to fax in paperwork showing from my bank acct the money was being paid to them, $28 later still havent recieved any money back, been told it would be there in 4 days, 1 week, was guaranteed by a manager in 1 hour, amongst other amount of times, still no money sent, the last time i talked to someone they said 15 days, (3-5) for processing and (7-10) days to be mailed out, well here we are 15 days later and still they have not processed my money, they tell me the refund has been apprroved so why havent i got it yet, now they are telling me not till may 18, when it will be reversed back into my acct, why am i waiting another 2 weeks, this has been such a horrible experience with them my blood pressure has shot thru the roof.