AT&T
reviews and complaints

I cancelled my account after it was shut off on new years eve of 2017, the bill was apparently over due. I paid the account and when it had happened previously it was turned back on soon after. Nothing happened after a couple of hours so I called customer service. I ended up on the phone with a woman from most likely India. She was trying to shame my about being up so late ( I worked until 10:00 and that was none of her business. She said no one was available to restore the service. I was quite surprised because I thought this was a tech company. After going around and around I said, just cancel my service. It's not worth it to me...etc. So we went through that process and I gave her my email address so I could get the return address label. I did not receive it. I called them to have them send it and make sure they had the right email...I still didn't get it. I've gotten calls from them, still no return address label. I'm about to ship this box to the address on the collection notices I've been getting. I feel like it's total retribution by them. I haven't had cable or wifi for coming up on two years and I still have this junk in my house that they expect me to pay for! And there is no way to find a return address anywhere, I have been searching the Internet forever.

October 22, 2019

2317 Royal Road
Deland, FL 32724

AT&T
PO Box 536216
Atlanta, GA 30353
386-624-6202

Dear Sir/Madam:

In September we went to our local AT&T store to get some more cellphone lines, and the representative, Vishaud, noticed we were paying way too much for Uverse TV & Internet bundle. He got us the additional cellphone lines on our cellular account with no problem. He then attempted to rectify how much we were paying for the Uverse bundle which necessitated a tech coming out to install an additional line to enable a modem like box that would speed up our Internet and provide 30 channels on cellphones. A miscommunication ensued whereby we thought the modem/box would come in the mail. We waited 10 or 11 days only to find out we were supposed to come by the local office and get it. Also, after the tech left we did not have our Filipino TV and Sportsman/Hunting channels. I was able to restore the Filipino channels using channel 9910, but a phone call was needed to get the Sportsmans package on a whole new cable box which turned out to be incompatible with the new box/modem. Since then we have had dropped and slow internet, inability to consistently watch TV on the second house television, as well as the 10 or 11 days of no phone service awaiting the box we thought would come in the mail.

The old account under my name was canceled, and a new one created under my wife's name. Please rectify the billing situation and eliminate the excessive activation fees on our bills. Thank you for your time and assistance in this matter.

Sincerely,

Mark & Lourdes Murphy

I called AT&T's Customer Service # [protected] today, 10-23-19, to try to get some idea about why my 87 year-old mom's phone bill was so outrageously high. After being forced to listen to the recorded nonsense I was finally put thru to Shykeria - a very nasty attitude rude young woman. She would not shut up long enough for me to ask her questions about the bill. When I could finally ask her one of the few questions I had she didn't know the answer... Shykeria told me to 'hold on a minute' and when she came back on the phone (I could hear background noise) she promptly hung up on me! So I called right back hoping to get an AT&T representative that had a little more interest in a customer who has retired from and been with South Central Bell/ Bell South/AT&T for 65+ years! I got Stephanie who was worse than Shykeria! Or perhaps it was really Shykeria again as I can't fathom reaching two unreasonably rude and unprofessional people back to back! Anyway, she hung up on me as well/again!

I cannot imagine that AT&T powers-that-be has reduced themselves to hiring these kind of people to represent them in their Customer Service Department!
And getting that kind of treatment after AT&T has the gall to charge $70+ per month for the most basic service is extremely difficult to swallow!

I feel pretty certain this complaint will go into the trashcan file, however, someone at the AT&T conglomerate really should pay attention and figure out a new policy for hiring customer service personnel. As I can attest, what I received today from Skykeria/Stephanie was definitely not service of any kind much less professional!

My Mom feels a certain amount of loyalty to AT&T because of the 42 years my Dad worked for the company. However, I do not feel any such loyalty in the least and will switch her to another carrier as soon as I relate this debacle to her this afternoon! The phone number I called about is [protected].

The instructions are to state a desirable resolution to my complaint but there's really not one because since AT&T has no interest in older folks struggling to get by they certainly won't care about having employees like Shykeia/Stephanie!

I do want to thank Complaints Board for being the platform to launch my complaint!

Patt Helton

At&t owns cnn they are the worst news company on tv I have been a at&t customer for fifty one years and stock holder for twenty years I will not support you in any way if you can't do something about cnn and the management they are a anti american as they get do a dijustice to every american in this great country do something fast or your customers will flee fast. Jim sutton

In June of 2017, I went to the store at 86th and Cottage Grove to discuss the problems I was having with Direct TV. I was told that I could switched to Uverse without any transferring fees because Direct TV and Uverse were both agencies of the parent company AT&T. So I switched to Uverse. When I received my July 2017 bill I had a charge of $76. I called the 800 number and was told that it the charge was for services provided Driect TV before changing service. TThis bill was paid in full. In August 2017, I had a charge of $125 on my bill I called in was told it was an err and would be romoved. However the charge was never removed and late fees were added each month there after. I called many times and got all kinds of answers forwhy the charge was stillon my bill. what the charge suspicious was that it was not on page 1( the summary page) but on the second page . Somewhat burried. I feel I was harssed because I was told my service would be disconnected and I had peoploe from a collection agency calling me. My services was disconnected for several days. Therfore a moved to another company completed. I had sevices with AAA since 1961 and ended being bullied by a Mega company for $125.
I hope no one else will suffer the kind of harassment an d bulling that I experience

Dear Sir

I stopped my AT&T autopay at your point of sales (Bellview Sq. Mall, Bellview, Washington) on August 25th.

I have all the relevant reciets

MY number was [protected]

The Store manager told me that the service had been stopped.

I realize that I made 2 additional $40 payments after already leaving the USA

I believe I should be refunded

Best Regards

Noa Tweezer

[protected]@gmail.com

+[protected]

I called them on friday (10/11/19) when my tv reception went out. The young lady in billing department spoke poor english. I had difficulty understanding her! She asked her questions and I told her I had already done all the steps she suggested... She told me she would send a tech out to replace my box on thursday (10/17/19). Almost a week without tv service! Never have I received that kind of response. Usually it is 48 hours! I have been a customer of at&t for over 40 years! I was very upset. I called them back on the 12th, explain the situation and the young lady told me they could have a tech out to my house on monday the 14th between 10 and 12 o'clock. Well, it's 1 pm and no tech & no call. I call them - the second lady never put the tech request for the 14th thru the system. Don't promise a customer a repair that you can't fulfill! This is not going to happen again. Because next time their tech fails to show when they say he/she is scheduled... I will cancel my service! The are not the only digital tv service in our area.

My poor 84-year old mother lost her AT&T phone, and reported it lost on 6/10/19. They continued to bill & harass my mother for several months after the phone was lost. Several visits to the store and phone calls to Customer Service (an ironic name for what they do), and yet we still can't resolve this issue. She has never paid a bill late in her life, and it's upsetting her so much. I can only imagine how many elderly folks AT&T has hoodwinked over the years..it's just criminal that a large company like this is allowed to operate this way.

Re: I have recordings of broken promises
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JG1983
JG1983
Contributor
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Oct 7, 2019 11:02 PM

I have recordings of broken promises.
I decided to start recording conversations I have had with your CSRs because they promise things, and don't follow through. We have been so disappointed with your service. We decided to start recording conversations with your employees so we can prove that they promise things (costs, service) and then deny said promises. I am VERY close to posting these recordings on Facebook, so everyone else can hear for themselves, your representatives promise things, and then a different representative say, " I don't know what you're talking about, whatever you were promised is not possible." Think about this... the customer service is SO bad, that we had to start recording our conversations to prove what we were promised. This is very sad. Your CSRs lie to customers, and then have the audacity to be rude when you ask them about it. How can you be okay with such horrible customer service? You will not be able to deny the recorded telephone conversations. Your employees promise things, and then retract those promises. They give their employee ID numbers in the recordings, and one CSR went as far as giving us a huge attitude for questioning her. What will you do about this?

Upgraded my iPad mini to an iPad mini 4 last July and followed the directions of the agent to transfer the new iPad to the old number. He actually actives the SIM card as a new line instead of An upgrade on existing number so a new a third new line was added but was told it would be removed as I didn't need 3 lines for only 2 devices. Apparently he never removes the third line so I have been paying an extra 15 months of $13 extra for a line that has never been used nor was ever suppose to be added. The agent I first spoke with removed the line then told me I needed to go to a store for a new SIM card so my iPad mini 4 would work cause it was on the wrong line. Which was an error on AT&T fault in the first place. He told me couldn't help me and I needed to go to a store. After I told him I could not get to a store he finally agreed to send me a new SIM card, but he pretty much told me too bad on recovering any of the fees I was wrongfully charged for. I received the card today and end over an hr with another agent who was much more helpful and after an hr and a half she finally got it working and credited me a measly $40 when I was scammed out of $120. Then after an 1 hr it was saying no SIM card again and I have no cellular service once again. This is a work iPad and just totally unacceptable!I have been a loyal customer for over 12 yrs and spend over $200 a month for wireless and another $183 for direct tv and I am appalled by the service I have received the past 3 days. The customer service was horrible and screwing your loyal customer out of money is just bad business. I will definitely be looking into other services for both direct tv and my cell service

I am complaining about my Visa Reward Card. I was promised I would receive the card after 3-4 months of continued service. I had ATT and switched to Comcast. I am on a fixed income and my bill with Comcast was increasing. I saw the ATT commercials and received calls about better rates. I was told I would initially receive a $200 Visa card but after many nightmare moments trying to get my phone and UVERSE connected it was raised at my urging to $400. The manager knew I was very upset. Here are the events: could not get my phone to work for weeks. Comcast said it was not them and ATT said it was not their fault. Finally, a tech guy from ATT figured out the problem. Then the cutting of the cable a contractor for ATT came out to bury the cable. Apparently the installer did not provide enough cable and the contractor cut the cable line. I could understand if the contractor had told me as I pulled into my driveway but he just drove off. I went into the house and no cable. It took several days for ATT to put me back on the scheduled to have the cable redone. I called in initially to disconnect one of boxes I never use. I then asked about my Visa Reward card and was told it or the offer had expired. The supervisor said I was sent an email which I denied. An email REALLY? I would not give up $400 on an email. It sounds like sort of a scam just like rebates. Why not just mail it out? I am paying my ATT bills and expect ATT to FULFILL THEIR PROMISES! I got the run around I have been on the phone for over 2 hours actual talktime to an ATT employee only 28 minutes. I have waited my time and money and they put me back in queue. I am very upset!

Edward Stallworth [protected]

Was sent a hotspot to help with the terrible service that I get with DSL. This resulted in a huge run around, and I'm probably on my tenth call totey and resolve the issue.

I returned the hotspot within the time allowed, and was told by EVERY rep I've had to speak to, that my billing would be credited ($135.00) BEFORE the payment would hit my auto-pay. Well, it's been a month, and when I last called (a few days ago) I was AGAIN told by rep (Grace) in the Philippines, that my bill would show the credit of $135.00 within 24 hrs., and I wouldn't need to call back.

Well... today I see that I wasn't credited the $135.00, and it has now been debuted from my account.

What is going on at AT&T? Why does it take so many phone calls, so much time on hold, and so many phone calls to get things done? Why does a credit that's owed to you, need to sit in a twilight zone billing are, while you wait for the billing God's to credit your account? Ifcalls are recited for quality assurance, who's reviewing these recorded calls?

I'm so angry with AT&T, that just as soon as my family has another provider option, I'll be switching our service, for our wireless phones, as well as our whimsy DSL.

Every time I call, I also get a rep from the Philippines, and I DON'T WANT TO SPEAK YO AN OFF-SHORE REP, as they talk entirely too much, and NEVER DO what they say they're Going to do.

In a letter written by an investment firm that holds over 1 billion dollars in AT&T stock, the investment firms CEO clearly states the issues with AT&T, which begins at the TOP.

All we want, is for AT&T to wake up, and take care of its customers! I'm sick of spending so much of MY time trying to fix what AT&T should have fixed, over a month ago!

AT&T's charges for landline phone+internet+basicTV have gone up and up and up. I am locked into a contract. I was told the price would go down but instead it has gone up. This month it is $146. I am 83 and a widow. When the contract is up next year I will try to find someone cheaper. Can you help?
Sonia Bennett Murray
(Mrs.) Gilbert L. Murray Jr.
407 Oaklawn Place
Biloxi, MS 39530
[protected]
[protected]@gmail.com

I was told by a sales rep I have a month try out period if I add a new service and want to cancel it, i should not be charged for anything. then I added Internet 25 & Uverse TV bundle package. after installation, I found out the room I really need TV service cannot be accessed by cable. so I need cancel the TV service, but if I cancel the TV service, the internet charge will be jumped up to $60/month instead of $40/month, which is not attractive at all based on the internet speed, So I am thinking to cancel everything, since i cannot get any promotional price at all for the internet service. then the agent told me I will be charged for a early termination fee. what? why the sales rep said I should not be charged for anything during the adding service? Now I will be charged for the early termination? it is ridiculous! Sales rep is cheating the customer to attract them to get the new service! During the phone, i tried to find some help from inside of ATT, but the agent kept saying I am sorry and once i cancel the service, the system will automatically generate the early termination fee, bla bla bla, keep repeating and do nothing!

So, as customer, we can just take whatever we are given, take whatever we have been cheated for, and do nothing at all? what type of company AT&T right now is!

I have had AT&T for years in Florida and Michigan.
I recently purchased a home in Senoia, Georgia. I now have an AT&T/Direct TV package. In April the internet and TV was installed. I have had problems in the beginning with the billing.
I received a free NFL package for the first year. I called AT&T and talked to Felice. I asked which channels were connected to the free NFL package so I could watch my football. At that time this person disconnected my free NFL pack and connected me to NHL which costs $165 per month.
When I found out about it I called AT&T again and talked to Gary on 9/13/19. He said he would remove the amount of $165. He did not do this. I over paid the amout of my bill to make sure your company was paid in fulll. On 9/21/19 and 9/26/19 I received emails telling me my bill wasn't paid in full.
On 9/27/19 I talked to Gwen and told her I didn't owe anything. She asked when I was told the credit was going to be put on my invoice. I told her I wanted to speak to her supervisor. When I first spoke to her I made sure she had my phone number in case we were disconnected and she told me the number and said I would be called back if that happened. She put me on hold for a superviser and I was disconnected with NO call back.
I called again and talked to GIlbert. He told me to get out my invoices and had me look at the August bill that had no Direct TV charge. I told him about the NHL fee that Felice added to my bill. He said there was no charge. I almost screamed at him and told him to look again. He did then chuckeled and said "yes the charge was on my invoice". He said he would remove the charge because Gary didn't when he talked to me. He gave me a $30 credit for 12 months. He asked me if I was happy with the way he helped me and I told him absolutely no. I said he should have looked at the invoice and found the charge before he tried to help me.
These people need to be trained better. I don't have time to waste due to their incompetence.

Cell phone service getting worse. Texting and phone calls do not go through. Text & phone messages sometimes show up a day or two after they were originally sent. Problem area is around Lowell/Spain neighborhood of Albuqueruqe, NM (zip code 87111). Georgia O'Keefe Elementary school gets no service at all. Speculating there is a "shadow" from the transmitter or new construction/connections may be impacting services but not know how that is resolved.

Mr. Randall L. Stephenson who is the CEO of AT&T could care less about the customers. He should have been fired ages ago and the Feds should thoroughly investigate this company for massive fraud against the millions of consumers.

I had issues with DirectTV and could never get a customer service representative. They have their customer service based in the Philippines.

They said they would come to our house from 8 am to 11 am and NO ONE showed up. They then routed me to so many different people, I finally gave up.

The DirectTV box is just sitting at my father's house and he's unable to use it. He's 89. I will be filling a $2 billion lawsuit against AT&T.

Several weeks ago my wife passed away and I called AT&T to discontinue her cell phone service. I told the person on the phone that I wanted to discontinue the phone and at the same time purchase an apple watch. He said that I could go into the AT&T store in Heath, Ohio and take care of there would be no activation fees. We were eligible for an upgrade.
At the store the sales person stated that there would be an activation fee because it was the store and company policy.
I was an AT&T customer for many years and updated many phones without fees.
Beware because they will tell you one thing to get you in the store and do something completely different.

I called att mobile on July 18, 2019 to upgrade my phone. I was told that I qualified for a buy one get one free promotion. I was told that my husbands number could be transferred to the free phone. Before the conversation was over, the lady told me the free phone would have a new number so my husband said he would change his number. I was told that my average bill would be $165 per month.
I called today to see why my bills are so high; Last month $250, this month $313. The representative Julie told me that I'm paying for two $800 phones, that I did not qualify for the buy one get one free promotion. I asked to speak to someone in management. Someone named Kenzie came onto the phone, she used the word unfortunately a lot and talked in circles. She told me that this could not be fixed. I requested to speak to someone in upper management, she said I would be called back in 72 hours, but unfortunately they would tell me the same thing.