AT&T
Reviews and Complaints

ATT has made a series of errors and will not claim any form of responsibility, not even partially. literally yelled at me. I recorded it all.13yr customer and I was tossed around by 3 condescending CSA's. Basically called a liar, yelled over, cut off, interupted, and then came the anxiety attack. ATT has had to reverse charges for me before and this time they want over $1200 for their mistakes. They keep charging the wrong bank account and are claiming it's my fault and my only options are pay immediately or pay later. Absolutely nothing was resolved, I cried the whole hour and 20 minutes on the phone with them and had an embarrassing anxiety attack too. I had to excuse myself a moment to catch my breath. After 13 years, I have to switch companies. I used to love att. I wanted to stay.

AT&T wireless service sales representatives/agents have continued to used Deceptive Trade practices, misrepresentation regarding my home telephone account and refuses to transfer my telephone number back to the original landline status. The Wireless sales agent promise to reduced the price for the service instead the price increased 2 to 3 times the original landline service.

I have been deal with this unprofessional discriminatory behavior for almost 30 days straight.

On July 1,2023 I was approved for the ACP, and was told $0 pay and to go online every month on the 11th and confirm I was still using the internet which I did. But still receiving Bills. I paid both bills as I was told it takes 1-2 billing cycles for it to show, now I am waiting for the 3rd bill the end of month and to see if $0 or $59.00. I'm a senior 75 years old and on a fixed low income is why I even applied, but still receiving these bills.

Application ID:B56573-47868

Full Legal Name:

HILDA May MILLER

Address:

2383 TEX SMITH DR

ELBERTON, GA 30635

Home phone # [protected]

Cell#[protected]

Approved 7/12/2023. Called AT&T and was told the above.

acct # [protected] with AT&T

Hello there,

This is Ophelia Garcia, the owner of an iPhone SE. I have been trying to unlock my device by reaching AT&T. Although I am not very computer literate, I managed to get to the bottom of this, but unfortunately, I was denied. I have already requested to unlock my device, but it has a SIM lock.

I have a question in mind, how can AT&T have ties to my device even after it has been fully paid? It does not have any active service, so nobody should have ties to it, right? The problem is that my device is not taking the SIM card that I have a service with.

Thank you. The SIM card is working properly, but the phone is locked, which is causing a lot of trouble. Despite having the same phone number for over three years, the only device available is an iPhone that is paid for. The phone has to be unlocked to use the SIM card, but AT&T and Apple have been unhelpful in resolving this issue. Visiting eight AT&T stores in person did not help either, and the problem persists even after trying to solve it online. The process of requesting to unlock the phone is time-consuming, q the constant back-and-forth between the phone company and customer service has been frustrating. Although a case number was provided, the phone is still not in service, and it is affecting work. Recently, a resubmission was made to unlock the phone, but it was denied due to too many attempts in a month. I need this lock lifted now. I am not about to wait a month. Why are you guys linked to a phone that's already fully paid? I have clients that call me, people I attend to. I need my phone working now, and I need that lock lifted. I have already waited long enough.

3 weeks into my service with AT&T wireless my iPhone 13 was stolen and that was in April I tried to pay asurion the $200 for a replacement phone I had to protection advantage insurance on my account but they did not provide the equipment. Recently I was told I could not pay because I did not submit the right information as far as the latest day of use and that claim was no longer valid and that I need to submit a new claim and in trying to submit a new claim I still got the same running around and was still held to a higher expectation of payment so that I could get a phone and continue the service that still running even as we speak. I have not had a phone to use on their account since May I believe it is I contacted AT&T to try to resolve issues because it's so important to have a phone and be able to have a working phone and have a good service and have good customer service all that matters above all the other places however in order for anyone to look at my account this bill has to be paid and as soon as I get off the phone with them I got a message saying that I no longer had access to the phone number that reduce associated with my account and since then I haven't cared anything about it but it's important that I have a phone cuz now I have AT&T fiber and I don't have a smartphone to even work it the phone I have screen is cracked and I've been trying to navigate without it and I would just like an opportunity to come up with a plan together that does inform me your phone while paying for the debt that has arrived before me from AT&T which is 1159 I don't fully agree with it but I am willing to discuss it and come to an agreement if it's possible cuz at the end of the day everybody need a phone in the working device

I have been working for appox 2 1/2 days,([protected]) trying to get my At&t and my Yahoo account synched. It used to work,but now it doesn't, I have been told that I had to contact Yahoo,but When I tried to pull up Yahoo with password, it brings up my ATT account. Why does the site say ATT -Yahoo and I can't get both emails? The site use to say "Manage another account, but I can't get it. What in the world is goin on, and why can't any one of your Reps help? I pay over three hundreds dollards a month for service,and you will continue to charge me, and if I don't pay, you will either discontinue my service or cut me off, which is totally unethicall, I am totally upset, with trying only to get the service, that I am desired. I know that you want respond, but if you don't, I will have to file a complaint. I need HELP, right away.

The damaged pole is in the median as shown on the attached map. I reported it to FPL and they said it was an AT&T pole. They said the made a report #NS106492. I am following up on it. If there is a strong wind, as we are in the hurricane season, the pole will fall and can cause serious damage to anyone driving next to it.

Please acknowledge receipt of this complaint and send me a status report. [protected]@yahoo.com

I gotta say, I'm not too happy with AT&T. I've been seeing all these 5-star reviews, but my experience was far from perfect. My wife and I had to switch from Verizon after 20 years just to get coverage at our rural address. We went to the store and were helped by a nice young lady, but things quickly went downhill. We wanted to upgrade our phones and take advantage of the trade-in credits, but my phone didn't get keyed in correctly because it had to be preordered. Nobody working knew how to preorder on a trade-in credit, so we were told to come back the next day. When I returned, the manager said they couldn't fix the mistake, even though it was their fault. They told me to call corporate, but they couldn't fix it either. I was shocked to hear that nobody in the company had the power to override or fix the mistake. I mean, I've been a senior operations manager and director of business development for 26 years, and I know that there's always a way to correct a mistake. But apparently not with AT&T. They told me I had to pay $1799 for a new phone or wait 90 days to see if I could upgrade with credits. It's ridiculous that a simple keystroke error can't be corrected. I told them I would post a bad review and tell everyone I know not to use AT&T. They said they wouldn't help me, but that's okay. I'll make sure to cost them more than the $598 credit they can't give me. And to the young lady who helped me, I'm not mad at you. Keep up the good work and get that boy into college!

I went to the AT&T store near me last week because my phone was acting up. The person who helped me was pretty good. He told me about the 3g shutdown and how I would need a new phone. He explained their offer where I could trade in any old Samsung Galaxy S model phone and get the new S22 for "free". He explained that I'd need to go on a postpaid plan and that the cheapest one would be $65/mo reducing to $50/mo with autopay. My phone was a Galaxy A5 which did not qualify, so I paid to have my old Galaxy S3 shipped to me from Canada.

After receiving the S3 a few days later, I returned to the store. All staff members were busy, so I was placed first on the queue and was given an estimated wait time of 20 minutes. 50 minutes later, I was getting concerned that I wouldn't have time to resolve my issue, so I asked a staff member, "Hey, once someone starts helping me do you know how long it will take to process a trade-in for the S22?" She informed me that they did not have any S22s in stock, so I asked if I could order one. She told me to go home and call AT&T customer service where I could order over the phone, and she gave me a note with the phone number.

The next morning, I borrowed my roommate's phone and called the number on the note. The automated prompts were unhelpful to me, and I had a hell of a time trying to get through to a human being. After a couple of attempts, I hung up and called the store back to ask if they knew when they would have more S22s in stock. The man didn't know but told me that I could order one in, and I told him I wanted to do that. He told me I had to come into the store for that! I explained that I was just in the store yesterday and that when I asked to order an S22, I was sent home. He made it clear that it wasn't his problem, and before hanging up, I asked, "The number I'm supposed to call is (number on the note from the other employee), right?" He said no and gave me a completely different number.

I called the new number and, after some time struggling to speak with a human being, I eventually made it through to Niel. Niel was pleasant and made an effort to help me, but when I explained the trade-in deal for the S22, he told me that the offer had expired. I explained that I was just in the store yesterday where it was valid, and that I was looking at the offer on the AT&T website as we were speaking. Niel transferred me to sales because they would better understand the current promotions. After some time on hold, the line went dead.

I returned to the store. I explained that I would like to order an S22 using the trade-in deal. He started putting me through the process and asking about various options. As I answered and often looked for the cheapest options, he muttered, "You're killing me, man." Keep in mind I didn't even want a new phone, I needed a new phone because they shut down 3g. I let it slide and told him that I wanted the postpaid plan that the previous employee had told me about, which was $65/mo reducing to $50 with autopay. He told me that there was no such offer and the cheapest was $75 reducing to $65. I asked if he could check with the employee I first spoke with as I was certain what I was told. He didn't. At $25/mo more than my current plan, that "free" S22 would cost me $900 over the 3-year contract. In the end, I walked to Best Buy where they were infinitely more helpful, and I purchased a Galaxy A13.

Throughout this nightmare, I was riding the bus back and forth (with no phone to help facilitate the process), I spent all week without phone service, I paid to ship my old phone for no reason, and I lost multiple full days during the busiest time of my master's degree. Thanks, AT&T. It was a frustrating experience, and I wouldn't recommend AT&T to anyone.

I had a really tough time trying to get internet set up at my place with AT&T. It took me a whole week to get everything sorted out. First, I had trouble using my email as my account name because someone else had already used it as their user ID. I don't know who did this, but it was really frustrating. When I called customer support, they lied to me and told me that I had to have a temporary user ID in the form of an email. They set my temp user ID to my email with the email provider replaced with att.com. They assured me that there would be no issue with the scheduled setup and that they had to call the previous account holder, but it wouldn't be a problem.

They also told me that my request for my email to be removed from the other account's user ID would be escalated. They asked me what time I preferred to be called, and I told them 2 PM. However, I never received a call at 2 PM. Instead, I got called repeatedly at 8-9 PM on Sunday when I was asleep, and then again at 9:30 on Tuesday while I was on my way to work. On Sunday's call, they told me that there was actually an issue, and that the installation might be delayed. I was really upset because the first agent had guaranteed me that there would be no delay. I told them that if they couldn't promise me that there would be no delay, I would cancel and go with Comcast. They said they couldn't promise that, so I asked them to cancel the installation and delete my account. However, they only canceled the installation and didn't delete my account.

The Monday call was even more confusing because they told me that there was no way to get the other account to change their user ID. I was really frustrated because my account should have been deleted. I decided to try to sign up through the website, but it was a massive waste of time. My account was bugged, and any action I took caused the website to repeatedly redirect me through a bunch of pages that ended up depositing me back on my profile page. Additionally, it showed me as subscribed to a 2 gig plan that I never signed up for. I had initially signed up for gigabit, not 2 gig, and that was canceled on Sunday.

I spoke with support, but they ignored me when I told them I wanted to sign up on the website for multiple reasons. Eventually, they escalated me to their floor supervisor who literally misread me telling them I never signed up for this line as me wanting another line. I tried to call them, but I got similar treatment. Today, I received an email with a code for a $300 reward card, so I decided to give it one more shot. I tried to sign up, but I got the same redirect train, so I decided to give up and go with Comcast.

I attempted to delete my AT&T account, but it caused the same exact redirect train. I attempted to chat with chat, but they refused to help me and demanded that I call the phone number. In the transcript, the worst thing I said was, "I'm just trying to sign up for internet. Why does it have to be so difficult? It feels like this is completely pointless." I was not being rude or demeaning to any customer service agents.

I called the number and got put on a callback list. Eventually, someone called me back, and I told them what had been going on and that I just wanted to delete my account. They began working on it a bit, and I signed into the profile to get the account number. While on the phone, I noticed that they had finally canceled the 2 gig internet that I never signed up for. I asked her if she thought this was why the website was not letting me sign up, and she said it might be. I said I was going to attempt to check and see, and she replied with ok. I went to attempt to do it, and after about 10 seconds, she told me that she deleted my account, literally while I was attempting to sign up again.

Overall, my experience with AT&T was really frustrating. It took me a whole week to get everything sorted out, and I had to deal with a lot of lies and misinformation from customer support. The website was also really buggy, and I had a hard time signing up for internet. However, I did receive a $300 reward card, so that was a nice surprise.

I signed up for AT&T's combined wireless and Directv bill promotion back in March of 2016. The reason for doing so was because of the $10 off my bill each month promotion. When I called to combine the bills, I asked how long the promotion would last and I was told I would receive the $10 off as long as I maintain both services. However, this past January, the $10 discount disappeared from my bill. I called customer service to explain the situation and the representative issued me a $10 credit, making me think the issue was resolved. But when I received my February bill, the $10 discount was still missing.

I called customer service again, but the first call had me on hold for at least half an hour before I talked to someone. When I finally spoke to a representative, I had to explain the situation multiple times and was put on hold several times. After 56 minutes, I was disconnected. I called back and waited another 20 minutes or more before finally speaking to someone. After 39 minutes into the call, I was disconnected again.

Feeling flustered and frustrated, I called a third time and was told my approximate wait time was one minute, but it ended up being another 20 minutes or more. When I finally spoke to someone, I requested to speak to a supervisor. After being on the phone for 25 minutes, I received a call from a number I didn't recognize. The AT&T Protect app said it was a telemarketer, so I ignored it at first. But when I received another call a minute later, I answered and it was an AT&T supervisor calling me back from one of my previous calls.

After all the calls I made, I was told that because I enrolled in April of 2018, the offer was only good for 12 months. However, I enrolled in or around March of 2016, which I was able to prove with my paper statements. Then I was told it was a 24-month promotion, but that would mean the $10 discount should have ended in March 2018. Despite all of this, I was not able to get the $10 combine bill discount reinstated, but I did receive another $10 credit.

I am now hesitant to keep my bills combined, as I fear it may create another nightmare if I try to uncombine them. I am sharing my experience in hopes of finding others who have had similar problems with combined billing or to warn others who are considering combining their bills.

After hearing from someone at AT&T, the issue has still not been resolved. No one knows why this happened, and there is speculation that the offer wasn't the correct one that I applied for. I also wondered if moving had caused me to lose the offer, but I haven't received an answer to that either. It is frustrating that AT&T, as big as it is, can't solve a simple billing issue. If the offer had expired, I should have been given that answer. If the offer didn't expire and the problem was a glitch, it should have been as simple as reinstating the $10 a month credit. The last I heard anything was on April 9.

Have you ever felt like you were being bullied by a company? Well, that's how I feel about AT&T's Direct TV unit. I'm not the only one who feels this way, right? I mean, they're trying to make me pay for a service I didn't even receive. It's only $82, but if you multiply that by all the other victims, it's a lot of money. I wonder if this is considered exploitation of the elderly?

I've been an AT&T customer since 1981, which is 37 years! I've never missed a payment and have used their services for my house phone, wireless phone, internet, and TV. I've even purchased many AT&T phones. You could say I've been a loyal customer. But what's my reward for such loyalty? AT&T is ruining my credit rating over $82. It's like they want to show me who's boss.

Besides being greedy corporate pigs, there's more to this story. My husband and I were moving to a new home 30 miles away, so we called AT&T/Direct TV to cancel our TV and internet accounts. We received confirmation of cancellation and were told to take our receivers, modem, remotes, and large and small Genie boxes with us. We were assured that Direct TV was available in our new condo building, and a technician was scheduled to come out on March 29th to set up our TV.

I drove 35 miles to wait for the technician, but he never showed up. After calling several times, I was told that the technician showed up at our old address. We rescheduled for March 31st, and I drove 70 miles round trip to wait again. But the technician never showed up. When I called to find out why, they asked if I could be there on April 1st (April Fools' Day) from 12pm-4pm.

The technician finally showed up on April 1st, but after 5 minutes, he told me that he couldn't connect me to Direct TV because our side of the building didn't have line of sight to their satellite dish. He told me to send back the Genies and remotes, and I did so on April 4th via FedEx. I have all the receipts and confirmations.

But AT&T/Direct TV still sent this debt to a collection agency without even verifying if it was a valid claim. They even sent me a letter saying that this may seriously affect my credit rating. This is bullying, and it makes me nauseous.

It's clear that AT&T/Direct TV only cares about money, no matter who they hurt in the process. It's run by exceedingly greedy corporate executives. Nice job, AT&T/Direct TV directors. Are you feeling good now? Your day is coming!

In the late summer of 2019, I purchased a wireless internet system from AT&T for my rural home. The saleswoman assured me that the system would work despite the poor cell reception in my area. I paid $189.99 for the equipment and eagerly awaited its arrival.

However, when I tried to set up the device, I found that it had no signal. I called AT&T and spoke to a supervisor who was shocked that I had been sold a system that was clearly not going to work in my area. He promised to credit my account for the cost of the equipment and told me I did not need to return it. However, when I checked my bill, I found that I had not been credited and the equipment charge was still there.

Over the next few months, I spent hours on the phone with various AT&T representatives, each promising to credit my account or issue a refund check. However, nothing ever happened, and I continued to be charged for equipment I had returned.

Finally, after five months and over 23 hours on the phone, I received a credit to my account. However, the experience was frustrating and time-consuming, and I would not recommend AT&T to anyone looking for reliable customer service.

In October of 2015, I had AT&T come out to install a bundle with Direct TV, UVerse Internet, and Phone. The installation process was supposed to be straightforward. They were to initially hook up the internet and phone, and then a Direct TV person would come out later that day to hook up the Satellite. However, things did not go as planned.

Firstly, they cut off my home phone service and changed my number instead of installing a new line with a second number. Secondly, the Direct TV installer showed up, and after having my landlord and husband work with him to find a suitable spot for installation, they were unable to get a signal, and the Direct TV Satellite could not be installed. They left, leaving me with incomplete services.

I was told numerous times that there was a 30-day "NO HASSLE" satisfaction guarantee. However, when I realized that not only had they cut off my cable phone line and changed my phone number, but the bundle I agreed upon (3 Services Together) was not complete, I decided to cancel the Uverse/Direct TV incomplete bundle altogether.

It took me over 12 service representatives to get nowhere, and at one point, I was even connected to a Spanish-speaking operator who then transferred me to a bookstore. I even tried to call back after that! When I exhausted all my options, I called back the installer, who contacted his boss, who got me on the line with someone who "SAID" they canceled my service, and I would receive NO bill. I was told how to return the equipment to the UPS Store and promptly returned the equipment... that day... less than 4 hours after the failed install.

Shortly after, I received a bill for $81.96 and immediately called to inquire why. I figured the bill was just automatically generated upon initial installation and was a complete mistake, but I was wrong. I was again told I had a 30-day satisfaction guarantee and was well within the time limit. They told me they took care of the balance, and I thought that was the end of it.

However, I received a bill the next month, and the same situation occurred. They assured me they had zeroed the balance and everything was taken care of, but I received another bill the following month. This cycle continued for some time, and I even spoke with a gentleman in the Credit Dispute Department at AT&T to ensure the issue was taken care of before it was sent into collections. He assured me he had completely taken care of the situation.

However, 1.5 years later, I discovered an unpaid balance from Direct TV on my credit report. This was funny because I never even got the Satellite installed in the first place. The only services I had for two hours were the UVerse Internet and Phone. My credit score was very good, so I didn't even think there were any issues. I bought two new cars, and no one said anything about any issues on my credit.

I am in the process of buying a new home, and now I find that I have an outstanding unpaid balance of a mere $81.96. This will not hold me back, but really AT&T? How are you even still in business? How do you keep any of your customers when you make it near impossible to even get to the right person without jumping through dozens of flaming hoops?

My experience has highlighted some completely unacceptable business practices and even worse customer service practices of this company. If I were you, I would stay as far away from AT&T products and services as you possibly can. They don't keep up their end of a bargain, and they can't seem to fix the simplest of problems. Shame on you AT&T, shame.

AT&T is a company that I would not recommend to anyone. I have had multiple issues with them that have caused me a lot of frustration and wasted time. Let me tell you about my experience.

Firstly, my daughter ordered an iPhone 14+ and exchanged her iPhone 12, which was in mint condition. AT&T promised her a $800 discount, but after 7+ months, we still have not received the promotion. The trade-in was received by AT&T on 11/2/22, but as of today (5/9/23), it still shows the phone as in transit on AT&T's website. After months of phone calls, I finally spoke to a representative who told me that they made a mistake and that the phone is actually worth $800. It's frustrating that they take so long to process and issue proper credits, yet they want their money for the bill by the due date or else late fees apply.

Secondly, I downgraded my internet speed from 300 MBPS to 100 MBPS. It took AT&T up to 14 business days to process the downgrade, but it takes only seconds for them to upgrade to a higher speed/price. It's funny how it just so happens to miss the billing cycle so that I get charged for another month at a higher rate, but for an upgrade, it always seems to hit the current billing cycle perfectly. AT&T also sent me out a replacement modem for the downgraded speed, which makes no sense at all. What's worse is that it wasn't even the correct modem. It was a Uverse modem for an ethernet connection, but I have Fiber Optic internet.

On 3/28/23, I contacted the FCC and Ohio Attorney General to file a complaint in regard to the cell phone promotion. In less than 24 hours, I received a phone call from AT&T's office of the President. They assured me that my next bill will be correct, but we'll see. On 3/31/23, AT&T sent me a letter stating that I will now see credits in the next 2 billing cycles. They claim they made an exception and that the trade-in was "never received" and is "still in transit" for the past 7+ months. I only have 1 question for myself in regard to the iPhone trade-in. Did AT&T get it? Yes? No? Maybe So?

My April 2023 bill finally reflected manual credits for the past 6 months, which is a good thing. However, when I looked at the future monthly payments for the iPhone 14 Max, it reflects payments of $30.56, which is not correct. It should be $8.34 per month. AT&T only fixed 50% of the problem.

Lastly, the DirecTV cable wrapped around my gutter is fantastic, and it was a free installation too. I will be sure to add this to my photos of TV birds nest cables that are down my basement, wrapped around water lines, electrical boxes, a roll of toilet paper, and our Christmas tree. I love getting my neck caught on TV cables! At least if I fall off my roof, I have something to grab onto!

I worked for AT&T for 14 years, and this is a prime example of why I quit to save my sanity and my marriage. AT&T only cares about bringing in as much money as possible and wearing the customer out. They only care about AT&T, AT&T, and money. This review is posted to return the favor to AT&T for myself and every single customer that has gotten and will get the short end of the stick, both past, present, and future!