AT&T
reviews and complaints

I was un able to return an I 11 apple phone during my 14 day grace period
The phone lock was set automatically and I could even use the phone not even once...I bought it at your Tyvola Rd. location here in Charlotte N.C.
on 2-9-2021...and was told that there was a $55.00 restocking fee...This a is a 648.00 phone and, I was set for 30 months ...All would have went well if if the phone hadn't locked up on me...The agent at the store said go to best buy...the agent on the phone was confused and directed me back to the store...What a dilemma just want out of the contract and to return the phone.

I also have several recordings in the store dealing with the event.

Help
Armand Edwards
Phone number is
[protected]

I have noticed when the bill from AT&T is received it will have an Issue Date of Like 2/16/2021. This bill I did not receive until 3/2/2021. The due date on the bill is 3/9/2021. Due to procedure for check writing for the facility I work in I cannot get a new check in the mail until 3/8/2021.
We are a small church. The voucher is prepared on the date the bill is received. The vouchers are then signed the following Monday by the Financial Secretary. The secretary then prepares the checks on the Wednesday after then the checks are signed by the treasurer on Thursday so they can be mailed on Thursday.
If the bill is received within 5 days of the issue date there would be no problem.
I have called an indicated the problem and been told the problem will be fixed and it is not as you can see.

On February 27, 2021 one of your reps change my plan to a plan that does not support my phone and I could not send any multi media messages. After numerous phone calls and talking to over 6 people and waiting on hold for over 3 hours total time even getting disconnected once am still on the phone cause no one has the ability to switch my plan back to where it was. This is the reason you will be losing me as a long time customer because of the non English speaking, incompetent people you have employed in your company. It is a shame the way I have been treated tonight and you should all be a shame of your self, your customer service suck, your people suck, your phone line and waiting sucks. Tomorrow I start looking for a new cell phone company and can only hope att goes to hell

AT&T does not recognize my landline phone or account # which I have had for years. I cannot pay my bill on line or sign in. This has been a problem for several months. I have spent hours on the phone to customer support and after several transfers I usually get cut off or put on hold. I have been on hold for >45 minutes as I type this today, 2/25/2021. The last representative was barely audible or understandable. My bill reaches me too late to pay on time. As of today I have not received my bill, which is due very soon. I need to keep my landline; I am a physician in solo practice and on call 24/7.
My landline is the only means of contact in a power outage (not uncommon in my area). I paid my January bill twice (phone and mail) to ensure it was timely. I was told that would cover February, then the bill increased by $3.05. I mailed that sum because I could not access help on line or by phone. Photo is attached with note on statement.
I request that ATT recognizes my account so that I can pay my bill on line as I have done for years. Thank you. J.H. D. Stannard, M.D.

I got emails and att app messages about att offering up to 700 towards the purchase of the new iPhone 12 max. You were about to look up your model mas see the total rebate. Mine said 700. I called att and asked lots of questions. I wanted to see what was required and what the bill would be. I was told I did qualify and would receive 700 that would be applied over 30 month towards the financing of the new phone. I was also told I would need to sign up for paperless billing and auto pay. They said once the new phone comes the box will have a return label for your existing phone to send back. Once we get it and assure it's in prefect condition the rebate will be applied which takes 3 billing cycles. I asked what my bill would be. I was paying 272 now but once this rebate kicks in within three month the bill would be 252 guaranteed. I said cool let's do it. I get the new phone send back the old one and the first month the bill is 350. I call and was told that's the activation and partial billing but once the rebate kicks in the bill shows 252. The 2nd month comes the bill was 295. I call and was told that that's full price for financing on the new phone but once the rebate kicks in it will be 252 a month no worries. The 3rd month comes and the bill is 286 again I call and ask what's going on they said the rebate is accepted and we have notice of your old phone being turned in and it will be 252 next month. Well this months bill was 286. I called again and was put on hold about 5 minutes. The billing department said well you never filled out the rebate form which is something I was never told about the 5 times I have spoken to them in the past. They said they called the rebate dept and all I need to do is call them and they will get it handled. I called the rebate department. They said they needed the numbers off the phone. I said how can I do that since you have had my phone 4 months. They said let me have the account number to look into it. I gave them that and they came back after saying they needed to speak to a supervisor and informed me they did not have nor did they ever receive my trade in. I said how is that possible less than 5 minutes ago all this was confirmed and I was asked to call here to get the rebate form handled. They said there is nothing they can do without the serial number. I said for the second time how do I do that without the phone anymore. I asked to speak to a manager they said it won't make a difference since I didn't have the information. I said so what I want to speak to one they put me on hold and disconnected the call. I called back and explained to them that I was just disconnected and what I was calling about. They started saying hello? Hello? Sorry we can't hear you and hung up. I called back to billing and they said sir you didn't qualify for the 700 rebate since you owed 200 on your last phone. I said wait you had all that info in front of you when I called the first time plus you are the once that emailed me about being eligible and I called to confirm all this before I made the change. They said sorry we misinformed you. I said no you committed fraud. You make me wait three months to find out you screwed me and now you won't take back the new phone nor will you make good and your lie. This is how you treat a 16 year customer? I would have never upgraded knowing this information and on top of that the old phone is worth 600 in trade value at GameStop. Had I decided to do it I would have kept the phone paid off the old financing and had 400 profit in my pocket. They committed fraud plain and simple and then sit there and say oops our bad sucks for you hahahaha. I want 700 credit to my bill as you promised. I don't want to hear you misunderstood and this is my business account and that's why I was so precise on what the payment would be. Make this right and quit screwing me over.

For the past 4 months, I've had to call AT&T customer service about a $9.99 late fee being added to the bill even though it was paid on time (or days before the actual due date). This is a concerning trend that is unacceptable and should be a concern of all AT&T customers that may not review their monthly statement thoroughly and are being over charged unknowingly.

At&t crew showed up and started digging holes on my property without permission. I was told At&t had a right to be on my property without my permission. Crew stated they would make my yard look the same way it did before they started. Of course my yard is messed up and it doesnt NOT look the same. Spent time and money on new yard just to have it ripped up by At&t. Our HOA is talking about filing a suit.

For several months I tried to contact some to move our service to a new location. From June 2020 to October. In October I found a new service to bank the number move our service. The AT&T service a (bundle package) was canceled in December with everything shut down at the end of the month. On December 30th I went online and paid the bill in full with a zero balance. For two months I received an additional bill which ATT told me it was a credit for overpayment not bill. After more than five calls to customer service the liars went back in for saying it was not a credit but it was the balance of a BILL for Direct TV. Two phone calls said it was a credit 3 phone calls (of shore and out of state said it was bill. I demanded to speak to a supervisor or a manager and was referred to yet another incompetent billing department representative. If they steal $20.00 to $25.00 from every customer who changes services they are going to make a lot of illegal money. The last person I spoke with who was also billing, not customer service and definitely not a superior dismissed it like he didn't care emphasizing that he read the notes from the 1st two non customer service staff I spoke with. We have canceled our service with AT&T and have returned all of their equipment. I would warn people. AT&T is a scam. the collect money fraudulently... When you get past the 20 minute waiting period the phone prompts and illiterate people hanging up the phone you still come up with nothing,

Vesta Att they are taking money out my account every month $40 needs to stop now
[protected] Markeith Ward what is y'all problem I have notified my bank an email them to not approve any more payments help me get my money back from them I'm on fixed income provide me a store to go in a pay my bill this has to stop an y'all can't even receive calls on the matter

On the 15th of DEC 2021 I arrived in Kuwait on a military deployment. I knew phone data was going to be a problem but with COVID restrictions limiting my ability to do anything once getting here, it was several days before I was able to acquire a wifi hotspot or a "Puck" I was able to pair with my phone for communication over the Internet, and I tried to navigate my phone to turn off my data usage. Before then, I chose not to use my phone except for a few text messages to let my family know I arrived safely. When I say a "few" I mean a small number, less than 10 but more than 3.

Because I had a wifi source, I used my email and communicated with Internet messaging services such as WhatsApp and Signal and Messenger. My Data usage wasn't completely turned off and my wifi puck, without my knowledge must have been fighting with my phone to use cellular data rather than relying on the wifi exclusively because after approximately two weeks after I arrived there I received threatening text messages saying I was going to be charged a very large bill because of cellular data usage.

I called AT&T as soon as I could, and spoke with someone about this. That someone said that I shouldn't worry about the bill but if I get a large bill that I should call them back to have it corrected. The following bill a couple weeks later was larger than normal by about $50 but not hundreds, so I paid the bill and suggested to my wife things were good.

The next bill arrived and I was getting charged $1511.79. I called AT&T again and spoke with Gabby for about an hour. I relayed all these details the best I could and she assured me her notes were going to the management team who makes decisions on billing adjustments and I would get an email on their decision. I never got that email. I was later told it was sent to me on the 29th of DEC so I'll research it but I was specifically looking for that email and am telling you it never made it to me.

On the 11th of FEB, just a couple weeks after that conversation, I called AT&T again and this time spoke to someone who calls herself Sheila. She was a very pleasant person and she listened to my story and reviewed the notes in the system from my past calls. I wanted to know if an adjustment had been made and what my bill was so I could pay it. She then said she will file for an adjustment in the amount of $1442.53 and the adjustment will take effect within 48 hours and not to worry. She asked me about my weekend and said I had a nice voice. I appreciated her attempts but in the absence of her email confirming these claims, I called AT&T again on 17 FEB and discovered my bill was not changed from $1511.79.

When I spoke to a person whose name I couldn't hear very clearly but was one syllable, I learned that every one of my attempts to have this bill adjusted had been denied. She apologized and said if she were in my position she too would be considering leaving AT&T for another company. She said she could escalate my complaint for others to review but she couldn't guarantee the result would be different. I agreed that it would be a waste of my time. I asked to be sent to a place where I could pay my bill.

I understand that a certain amount of my used data was mine, such as text messages informing my family I arrived safely. I think the majority of my data used while out of the country should be forgiven considering the difficulty in navigating the phone's many system settings and the language in which data vs. data roaming and how when clicking data roaming there is nothing that says the phone is allowing roaming charges or not. The words "data roaming" just gets highlighted or something to that effect.

I'm not happy with AT&T and as soon as I return back to the states and confirm my number is once again mine, I plan to leave AT&T. I will reconsider if someone reads this and refunds me or credits me the exorbitant amount charged for such a negligible data use.

Canceled the NFL Ticket (Direct TV) in September of 2020. I am still being charged $58.99 a month for a service I don't get and here it is February 2021! I have called them every month from 9/2020 to the present February 2021 and my wife has called plus sent emails to the company. I have filed a complaint with the FCC and Better Business Bureau. Now I'm being charged a late fee of $6.25. I don't know what else to do. Can you help me.

Internet went out in my neighborhood on Wed 2, 10, 2021 and ATT said they can't come fix it until 2, 17, 2021. Really a week?
Poor tech support!
Many people have no internet. Kids can't do schoolwork and it leaves adults working from home in a difficult situation. Internet is as important as power these days. Way more than entertainment!

Frustrating!

1/22 ATT&T offered to upgrade my phone for only $6 more than my current bill because they would give me $899 for my current phone, I only had to pay $51 for sales tax. 1/27 I was delivered the wrong phone and called upon receiving the wrong phone and was told it would be corrected the rep had me on the phone for almost an hour, she stated she had the correct ordered I only had to pay the sales tax again and I would have the phone in 2 days, the rep said they were placing me on hold but hung up the line! I proceed to call back since no one called even though she asked for my number in case that happened. The next rep I speak to states she can help me complete the order places me on hold for about 20 mins although she came back about every 2 minutes to ask me to continue to hold, finally she comes back and states she cant help me because of something to do with the wrong phone still in my possession and she had to transfer me to another agent who would help me resolve it, but she had to blind transfer me and I just needed to explain it to the next rep once they answered the line. Ok 3rd rep now and over an hour in talk time with no results. Speaking with 3rd rep now and I explain whole situation to him and he puts me on hold for about 15 minutes to read previous notes he says. He comes back on the line and tells me they were ordering me the wrong phone again they had placed an order for Samsung note 20 when I wanted the Samsung 21+ Ultra but that phone actually didn't come out for another 2 days so he has no idea why the 2 other reps told me thats what they were ordering. So at this point 3 calls 3 reps and I have paid them $122 and still no phone in addition to I had to call back in 2 days so they could fix everything. 1/29 I call back 4th Rep who I explain it all to them and they proceed to fix the problem but I have to pay $71 dollars this time for sales tax and the rest would be refunded when they received my trade in device and the wrong phone THEY sent me, I reluctantly agree, rep states I will have my phone in 2 days. 2/4 Six days later I receive a trade box for my old phone but still no new phone. I call AT&T back again, 5th call 5th rep. Rep cannot find my order number for about 15 mins but finally does and tells me Fedex tried to deliver my phone and no one was home to receive it! Lie! Me and my wife work from home and havent left the house since the order was placed, I inform him of this and the fact the AT&T sent me a USPS tracking number which has had no movement since received, he ask me to hold while he investigates further but then the line disconnects again! No call back from rep #5 either. I call back again rep #6 Daniel who again takes 15 mins to find my order then needs about another 15 mins to read thru the previous notes. Then he needs to investigate where the phone may be. Another 15 minutes goes by. Once he has done this he tells me Fedex has my phone at their warehouse and they are behind due to Covid so I should just wait to hear from them AT&T cannot do anything. I ask him for better solution since all the time and calls that has passed we need to do something else besides waiting to see what happened especially since the last rep told me the phone was back at AT&T warehouse so I am not confident FEDEX has this phone I have no tracking number for. Daniel says he find a better solution for me. He places me on hold for about 20 minutes coming back every so often to ask me to continue to hold. He finally comes back and says If I cancel my order I will get all my money back in a few days! This was his fix, I ask can we find another solution I don't want to cancel my order. He places me on hold again another 20 minutes he comes back and says I should cancel the order and go into a store and just buy it there! I advise him due to Covid is the only reason I ordered it online this is not an acceptable solution. I ask for a supervisor, I I am put on hold and the line is disconnected. No phone still!

I terminated service via phone for ATT internet and Directv satellite service on January 26 2021. I was told boxes for the equipment would be sent for the return of the equipment. We moved from the previous address to our new address on January 25. I recently received a bill for services thru February 16th. When I called about the billing error the representative told me Direct tv charges for 15 days after termination request also was told to return equipment to the UPS Store. I did return all equipment and have a receipt from 2-3-2021.

What is the point of being a loyal customer? I have a galaxy s6 active. Works fine but because of its age I'm slapped with a value of $10. No promotions or trade in deals that would give me the upgrade that I should get for being loyal. ThatS 3 cell phones, internet, tv and a landline. Now I have to look at all your competitors who want me to come to them and give me what I should get from At&t without being encouraged to go to someone else. New phone free with a new 2 year contract. Comcast would love to give a deal for tv and internet. In 2 years you'll be offering what I want now. You love new customers but offer nothing for loyal ones. Bad business. [protected]

This all starts with a fire in our home and while our house was being rebuilt we temporarily used quest quarters above our detached garage. Our existing equipment and service was then moved there for us to use.
Since then our home was finished and we moved back in.
Here starts our our problems with AT&T's service when we try to have a new
line brought to our home, (the original line was destroyed during the fire.
Below is the list of times and events that occurred over the past 3 months:
11/16/2020 - called for a technician to discuss the placement of the new line to our home.
11/18/2020 - The technician arrived, discussed the install and my lawn was flagged for the new line install. An Intergraded Solutions Consultant with AT&T was also present.
11/23/2020 - 811 service came out and marked my lawn for all of the other buried services.
12/09/2020 - A truck with a ditch wench to but in the fiber optic line arrived and 5 mins later left with no work done.
12/21/2020 - I called the toll free number [protected]) twice and explained all that transpired, no resolution could be given by either customer service rep.
On the same day with my frustration I contacted the Intergraded Consultant and he gave no support for my problem.
12/28/2020 - Called the 800 number again an after being on the line for 52 minutes I was informed that Line Services would be contacted.
01/09/2021 - Still no work performed and with no calls returned to me explaining the problem I called and was informed that a Technician would have to come back out and the process would begin from the beginning all over again.
01/13/2021 - 811 services come out again to mark my lawn to burried services and add more flags to my lawn.
01/19/2021 - The truck with the equipment arrived again to install the new line and left without doing so again.
01/25/2021 - I contacted AT&T's Line Services went over everything above and she even stated that my account showed all of the activity since 11/18/2020. She also informed me that the manager would be contacted and I would receive a call back with a resolution.
01/28/2021 - my wife calls Line Services this time and the same response was given to her.
Bottom line, why does it take over 3 months to install a new line because I had an unfortunate house fire and would like to have the equipment moved back into my rebuilt home. Great customer service?