AT&T Small Business review: Mobile service

I'm writing to express serious concerns regarding a recent experience I had with one of your team members, Aliya L*******. She contacted me at my office about upgrading our phones and provided an estimate of $330 monthly. At no point during our conversation did she mention activation fees or taxes. According to Heather, an AT&T representative I later spoke with, those taxes should have been collected when the phones were ordered.

I was shocked when I received a bill totaling $1,426.05—a figure far beyond what was originally discussed. I attempted to reach out to Aliya several times for clarification, but she neither took my calls nor returned my messages. This lack of communication forced me to call AT&T support, where I had to explain the issue repeatedly over three separate calls before finally speaking with Heather. She listened, understood, and began working on a solution—something I greatly appreciated.

Additionally, Aliya failed to inform me that the phones did not need to be returned. I made an unnecessary trip to an AT&T store, only to be told that the phones were too old to be accepted. This lack of clear communication was frustrating and time-consuming.

To be candid, Aliya’s handling of this situation left a lot to be desired. She was vague, failed to follow through, and ultimately ghosted me when I needed assistance. I strongly recommend retraining to ensure customers are not left feeling misled and unsupported.

Even now, I remain uncertain about what my monthly bill will actually be. The quote Aliya provided was for $330 per month, but it has become clear that this did not include taxes or any of the typical AT&T fees. I still don’t have a clear answer on what to expect going forward, which adds to my ongoing frustration.

While Heather has been incredibly helpful, I am still not completely satisfied. One of our phones is now outside the grace period and cannot be exchanged for a model with more memory—an issue that could have been avoided had Aliya addressed my concerns promptly.

Please take note of my experience. If other customers come forward with similar complaints, I hope you’ll listen. Based on this incident, it will be a long time before I consider another upgrade with AT&T—if I remain with the company at all.