AT&T
reviews and complaints

My husband and I have been Direct TV customers since 2012. Prior to the AT&T takeover, their customer service was great, if I had any billing issues they were always resolved to my satisfaction and with great customer service, they made me feel like a valued customer.

Fast forward to present day under AT&T control customer service is non existent. I recently had to use the payment arrangement option due to a death in my family I for the 1st time got behind on my November bill, it double with the December bill. I used the online make a payment arrangement option with 2 payments 1 of $131 due by 12/27/19 and the other of $131 due by 01/10/20. I made the 1st payment a bit earlier on 12/24/19.

Today is 01/07/20 and my service has been suspended and I have emails stating my account is in collections. I called their customer service and was told my service was suspended because my new bill for January 2020 was due 12/28/19. And that in order to restore service I would need to pay the full balance for both months. I explained that I understood a new bill generated in he middle of a payment arrangement, however I should have been informed that I would need to create an arrangement for the 12/28 bill.

At the time I created the arrangement that bill was not even in the system. The rep persisted in telling me that my JAN bill was due 12/28 and it is now Jan 7 and service was interrupted, that voided the arrangement. I advised the agent that this was not acceptable at all and opted to just disconnect the service altogether.. I was transferred to their customer loyalty department and was not given any help their either, no options to help me, a longtime customer at all.

I kept my end of the agreement and they did not.

This agent said she was sorry I was canceling and preceded to read me agreement that I have until 01/17/20 to return all receivers or there would be additional fees, absolutely no attempt at all to save a customer from leaving. I will say this I will never do business with this company again!

I tried to pay off a phone using the instruction on my bill and online. My next bill came with a credit instead of paying off the phone. I called and supposedly got it cleared up, paid the 11/23 bill of $79.18 but then received the next bill for 12/23 indicating in red a past due amount, due immediately. I called and was assured by 2 employees, including collections and billing specialists that the matter would be cleared up and that I could go to the store to add a line and get an upgrade on a phone. Att called my son, who is not authorized on the account, and was told we were being taken to collections for the past due amount. AND we were not allowed to add a line or upgrade a device at the store because of our past due amount. Another call and 2 more employees told me this would be cleared up and we could add a line and upgrade a device. For the second we were not allowed to add a line or upgrade a device due to a past due amount. 2 more employees told me tow different things. That it would take 24 hours to fix the errors and several days. I was also told this was under investigation and that I would hear back on the status of this issue. I have not head anything back. I am angry about having a past due amount posted and being told I would be taken to collections over an Att mistake, being told it was resolved when it wasn't, being humiliated when being denied an upgrade and adding a line because of a past due amount, Att not being able to figure out what caused the issues with the billing and causing a past due amount but being sent to, being lied to by employees who are supposed to be billing specialists, and not having any response back on the investigation. After being customers for decades, we have been wronged and this is poor customer service.

Have not had service since 12/11 when Spectrum cut the line. Jamie came 12/14, submitted an emergency work order and we are still waiting 21 days later. I teach school and have been on Christmas vacation since 12/20. I was confident it would be repaired by then. No tv, no news, no Christmas specials, no New Year specials. I'm beginning to wonder if you will ever come. Better start shopping for a new provider.

October 2019, I called att about billing, told i had to pay to restore service, so np. I don't get my SS untill 3rd, of each month; and i thought my bill wasn't due untill the 17th. Eitherway i paid to keep my bundle. The billing He, said was in error and my cost is $109.?
Regions Bank has all my transactions, if you need more info on the money...
Nov. 2019, told to pay restore fee but less charged as it was a mistake; taken care of, and told once more that my cost is only $109.?...BIG difference!
Now Dec. 2019, banking show 2 payments for this month. I've had technical issues for a week now, so i have disconnected service of the phone, only thing is He says I have to pay restore fee again this month, less phone service; brings me to one hundred dollars to pay for jan.2020. We never recieved our rewards cards either. Can you plz help me fix this problem? The account is in Erica Hubbard and she is my grand-child, the att account was to teach her in time; as I paid her bill always, and I'm sorry for these situations have not been what I had hoped

My 91 yr old Mother got a call from Att last Sept about her landline service. The gentlemen convinced her to change her landline and they would sent her a free cell phone. Being 91 she was confused and unfortunately agreed to it not realizing that they would turn off her landline completely. Being a Senior she's relies on that landline for a lot of things. She tried to change it back, she returned the cell phone and spent many hours on the phone with Att, as of today she is still having issues, being billed for services she doesn't have and charged for the cell phone that Att has confirmed they have back. Both myself, my husband and my niece have spent numerous hours trying to get this fixed with many promises but no action. To me this is taking advantage of a Senior... my Mother is so upset. She was currently billed 270 dollars and then another 360 charged to her charge card.
We have no other recourse then to file a complaint against Att unless this issue is resolved once and for all now... A 91 yr old women who lives alone should never have to deal with this issue and be billed for services she doesn't have or money she doesn't have to pay for this.

Ralph & Gayle Ventura

I recently had a service tech come to my house and 30 min. after he left My camera went out my landline went out and to make matters worse I had no phone the whole night until the morning I managed to get online and get help from a representative online. My landline phone sounded tapped I called in to tell them I needed a representative they sent him in and all these issues occurred after he left. Another issue we encountered was the new modum he installed smelled as if a circuit was catching fire. I'm not sure how to explain it properly, I am describing to best of my ability. I no longer hear a tapping noise on my phone and am receiving my phone calls. I am a single Christian mother and I pay for my services every month and am very dissatisfied with my experience. A third issue I noticed was every time I put in password he gave me on the modum it did not work for my camera phones or anything only my computer. My camera was disabled all night. Again I pay for these services unsattisfied, another issue was my calls were not coming in. Please look into my account there is a number linked to my account that is not mine. From this point forward please make sure you are doing federal background checks on any service provider in my area DEA informants are getting backgrounds expunged and some of these men are criminals. Thank you for your time regarding this matter.

Re; SUSPENDED Account [protected] Carroll, 19, Cayo Costa. CAPTIVA, Florida. 33924.

We live in England but spend 3 months of each year in Florida. For 12 years, since 2006, we've enjoyed DirecTV for THREE MONTHS of each year have successfully suspended the DTV service between April and December each year when we return to England for 9 months. We have been aware since 2006 that DTV's suspension Policy only lasts 6 months max (DTV Rules), so each October (the 6 month deadline) we have had to re-suspend DTV until the date we return in January each year. No real problem for us until this year.

In April 201 we settled our DTV account leaving it in CREDIT by -$63.54 and suspended the DTV service until our return in January 2020 - or so we thought!

On 25th October this year, the day before the 6 month reconnection date, I called DTV, but was told to "call tomorrow to re-suspend". I contacted again on the 26th October and was told that our DTV service had been successfully re-suspended the service. On an email dated 25th October DTV sent an email with confirmation that our DTV service is suspended until 28th January 2020. A few days later I received a bill showing the correct opening balance of CREDIT -$63.54 but a small charge of $10.59 apparently relating to a short period when the service was incorrectly deemed as being 'in use', so I contacted DTV to have this charge removed. I was given the 'runaround' by DTV because various people who wouldn't or couldn't explain how this charge had happened - and after hours on many Chats was told it couldn't be credited. When I re-suspended the DTV service our account was, at that time, IN CREDIT by - $63.54.

A few days later I got a bill for $238.00 showing the CREDIT balance had disappeared. On 9th December 2019 I then received another emailed letter saying our account had been closed - we had been 'terminated', without our knowledge or agreement.

Our Credit balance has apparently been removed by currently ongoing charges, which cannot be stopped even though I have written evidence dated 25th October confirming the re-suspension until 28th January 2020.

I've spent many hours during December on various CHATS (up to 3 hours on one occasion), but they all say the account is open, running and can't be closed until I pay the ever-increasing illegal and illicit ransom. It seems the DTV service has been re-connected and running at around $20 per day, even though we are in England and the DTV box and TV are in our vacant shuttered up Florida home?

Yesterday 20th December I CHATTED to two DTV reps who were very polite and tried to understand the unusual problems. They revealed that one of your DTV CHAT reps Jorge has reconnected our DTV service without our knowledge, or agreement, and that illicit charges were mounting up. Jorge then went on to CLOSE OUR ACCOUNT, again without our knowledge or agreement. We then used the TV chat service to reinstate our account, but because many illicit charges were racking up due to DTV Jorge's incompetence, nothing could be done to rectify the mistakes due to the high level of fictitious usage that has (or stiull is) racking up in during our absence
.
I have spent around 13 wasted hours CHATTING to DTV staff to no resolution whatsoever, so I'm bringing considerable evidence over to the USA next month (January 2020) including written transcripts of hours of wasted Chats, copies of DTV confirmation of re-suspension dated 25th October, a copy of DTV closing our account without reason or our knowledge in the hope that I can get some sense by telephone when we arrive. DTV Chat staff seem totally unable to resolve these continuing DTV errors of mal-administration. They seem incapable or blinkered to the unreasonable situation that DTV has created and that seems to be getting worse by the day. They each finally suggest that phone a DTV 800 number but I am not prepared to spend hours on an expensive chargeable (800) International phone call to get nowhere with this ridiculous situation.

We have no intention of paying DTV anything between April 2019 and January 2020 as we regard our DTV service as suspended. We require reinstatement of our CREDIT balance of $63.54 and hope to get some sensible solution to this ridiculous situation that DTV mal-administration has caused. We are prepared to continue with DTV service once all fictitious charges since April 2019 have been removed and our $63.54 credit has been reinstated.

If DTV decide they will not co-operate with our fair and reasonable request and then re-connect us when we arrive back in the USA around mid to late January, we are prepared to argue our case in court if necessary. We will bring the written evidence for such an unwanted action and will demand that if DTV wish the matter to be dealt with in court that the case must be heard in Fort Myers County Court. We return to the USA mid January 2020 and will require DTV service to be resumed continuously between January 20th 2020 and a date in April 2020 when we will be returning to our UK residence.

To assist you in understanding this incredible DTV administrative mess, I am happy to send you copies of some of the evidence we hold proving our case. Please request further info if you find your records too complicated and confusing.

Yours sincerely!

Michael & Janetta Carroll.
Broad Green Barn.
Hooe Village.
BATTLE. England. T33 9HN

10/25/19- called to cancel ATT Direct TV, was told my bill payment has been posted until 11/17/19. They do not give refunds. Early termination fee will apply $160.
10/28/19-(Miles)called, asked for final bill and box to return device, was told an email will be sent with that information.
11/6/19-called(John) didn't receive email, asked for final bill and box to return device. Was told cancellation fee will be $80. and box will be sent.
11/25/19-called because I received bill, for another month, told them i cancelled a month ago, was told to disregard bill, was a mistake.
12/10/19-called ATT again, on phone for 3 HOURS, total spoke to Olga, Arvi, Paige, Ann, Mike, and Wally. All very unqualified, incompetent and all have ZERO knowledge on what to do in their roles. Paige, Ann Mike and Wally unfortunately for customer service positions sounded very uneducated and plain ignorant, to add to that, they were rude. I have never dealt with such stupid people who are supposed to be Managers, their lack of training and people skills definitely showed, it was very sad to see. When they admit to the issue being ATT mistake and then say sorry this has happened, you were told the wrong information in the past 4 phone calls, but too bad, you have to pay for service you didn't use. NO CUSTOMER should be on the phone for 3 hours trying to solve a problem that was caused by ATT in the first place. Thankfully, I was then transferred to another department, spoke to a nice lady Dawn who transferred me to another nice woman Bobbie who explained the issue and gave me a partial credit because of the HUGE LIE I was told by ATT in the first place. If I charged ATT for my time in all this, they would be paying me. This type of business is very unethical and should not be able to do business.

ATT sent wrong phone when a claim was submitted for theft. My husband's phone was a 6 and they sent a xs, some mix up on our account when we upgraded. A very long drawn out process just to get this mess fixed. Now 3 months later and 2 months since sending wrong phone back and using return label provided they have not recieved phone and charged me yet another deductible. I have complained to anyone I can think of . Asurion says I need to check with ATT, ATT says I need to check with Asurion. Asuruion and ATT say to check with post office, in which I filed 2 claims and both times tell me to check with ATT and Asurion. Newgistics Smart label you can not reach and if you look at reviews on BBB they have an F. So obviously something is wrong.This has been the biggest run around. I have complianed to BBB and now the FCC and will be sending in official papers for complaint. I have all my records from the tracking in which it made it to Greenwood IN and never anywhere else. I will be leaving ATT if this cannot get resolved.I will complain to every outlet I can think of until I hear of the resolution.My tracking is 9202390100705162207785

Called DirectTV back in October because all of our boxes went to
Error Code 776 2 days ago, satellite hardware needs updating. Prior to this, on 09/24/2019, I received and email from DirectTv telling me that I needed to call for an equipment upgrade or my service would stop working. I called as directed and was sent a replacement box for one of my TV's and told me that there would be no additional charge for the replacement equipment~ I asked him several times to confirm before ending the call. Fast Forward to early October and all of our boxes go to error 776. I reset all of our boxes, made sure the SWIM was plugged in and such with no luck. All boxes would playback shows recorded on our DVR but would not stream live TV. When I called "tech support" 10/11/19 at 645am, I was told that I would need to call back when I was at home for troubleshooting. I had already done the troubleshooting~ I am not your average customer. I have 14+ years in technical support and had already completed the troubleshooting suggested in the forums. At that time I asked that my service be canceled as I was fed up and was told that I would be transferred to the DirecTV cancellation department. I was instead BLIND transferred to UVerse. 20 minutes in on my phone call, the Uverse rep then BLIND transferred me the DirecTV cancellation department where I was asked for the 3rd time to provide my account information and for the 3rd time had to explain the issue. The representative I spoke with, Hector, advised that a tech would need to come to my home for yet more troubleshooting and that I would need to be home~ It would be a 4 hour window. That is not an option, like most folks, my husband and I both work and cannot afford to take time off to sit around for 4 hours waiting for the tech to show up. I asked if there was a possibility of narrowing that window down to a more reasonable time frame and was told no. Okay, I get it but I cannot take time off work and previously, when there was an issue, a tech was sent while we were away and the issue was resolved. At this time I reiterated my request to cancel my service and was told that the cancellation would be effective 10/24/19 due to my billing cycle, that is 13 days of service I was forced to pay for but not be able to use. I then asked that he take a look at my bill because it was higher than it was supposed to be, he told me that a promotion I had expired and that was why my bill was higher. The $50.00 monthly promotion was not supposed to expire. I was told specifically by customer service that it had no end date and that I would not have to call again to get it re-added. Well apparently that was misinformation. Super. I asked to speak to a supervisor and was told that the supervisor was on another call and would say the same thing anyway but that I could hold for an unknown amount of time to hear it from him, Chris. Needless to say, I had to get back to work and could not hold any longer. I canceled my service on that call and had to suck it up and pay for the rest of my bill cycle since DirectTv doesn't pro rate. So there I was with no service but still being charged. No promotion that was not supposed to have an expiration date so I had a much larger bill than anticipated and pissed off. I had been with DirecTV for more than 11 years, paid their ridiculous fees on time every month even when I was between jobs but that apparently didn't carry any weight. I thought I was free of DirectTV but here I am a month after cancelling and I get charged $40.78. When I called "customer service" I am told that the charges are for me adding another TV and a pay per view movie. I did not add a TV nor did I order a movie, we have Hulu and Netflix! I can only assume that the record for adding another TV was for the replacement box that was sent out when I called about the email I received. The rep I spoke with just kept repeating herself so I asked to speak to a supervisor, I was told that one was not available but that I would get a call back within an hour….nope. So here I am, I want my money back and to be truly free of DirectTV.

I am a care representative for Robert Barker Jr [protected] is his cell number. If you look back at the account he called on November 29th the agreement that was made was $100 then and the remainder on December 3rd.His services were interrupted today. We called togetherBoth reps we spoke with were antagonizing causing undue stress to my clientI wish for a call at [protected] to discuss this situation. Lisa Cooksey

Last May, I received notification of a Hard credit inquiry on my name for AT&T wireless. Since I didn't open an AT&T account, I immediately called AT&T and asked them to close it, and remove the hard inquiry from my credit. The account was closed promptly, but the hard inquiry is still on my account to date.

The same day this happened, I froze all my credit reports. The AT&T account was opened using my name and SSN. I thought that freezing my accounts would protect me from further abuses.

Last week, I noticed my credit score dropped 30 points due to an account under collections. The account was for an AT&T Uverse account. After being bumped around between 4 different phone numbers, I was finally able to speak to an AT&T/Uverse Fraud expert. She confirmed that 3 days after the day I called AT&T wireless to report the first infraction, someone was able to open an AT&T Uverse account using my name and SSN. I don't know how this is possible since I had already notified AT&T of the fraudulent activity, and my account would have been frozen by that time.

Now I'm being told I need to physically mail all sorts of sensitive and personal information (such as my SSN / passport / drivers license) to dispute the fraudulent account on uVerse. I'm miffed that even though AT&T clearly did not do due diligence on this application, all the burden is placed on me to resolve it, and I'm being asked to further put my personal information at risk by physically mailing sensitive information? There has to be a better way to handle this, and I simply don't understand why the burden is put on the consumer to prove their identity when earlier fraudulent activity was already noted. I'm not sure if it was the same person who tried to open both the wireless and uverse account, but it sure is upsetting to have to put all this effort in to fix something that AT&T clearly was extremely lax and careless about.

In July my long-distance service was removed from my account, I didn't authorize
anyone to make any changes to my account or did I call, Bill has been incorrect
from then on
Plans and Services$15.81
AT&T Long Distance Service$23.26Account Details| [protected]
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Previous Bill Activity for Aug 29 - Sep 28, 2019
Previous Balance$24.39
Payment$0.00
10-28 Late Payment Charge$6.50
Past Due - Please Pay Immediately$30.89
New charges for Sep 29 - Oct 28, 2019View all usage
Plans and Services$15.81
AT&T Long Distance Service$23.26
Activity Since Oct 28, 2019
Adjustment - 11/01−$71.95
Total Recent Activity−$71.95
Total Amount Due:
$1.99 CR
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Compare Bills
Month Total Charges
October 2019, Current Bill $69.96
September 2019 $24.39
August 2019 $18.85
July 2019 $17.01
June 2019 $0.55
May 2019 $17.42
April 2019 $41.54
March 2019 $17.42
February 2019 $17.42
January 2019 $17.42
December 2018 $17.42
November 2018 $31.41
October 2018 $37.78
September 2018 $73.50
August 2018 $36.71
July 2018 $85.97
June 2018 $44.28

AT&T current bill issued 10/15/19 unexpectedly increased by $33.11. Invoice displayed reason due to removal of a "$30 off promotion having a 12-month duration (expires Mar 19, 2020)" with a vague/cryptic note: "Promotion removed on Oct 15 - previous credit reversed".

The promotion has been in force since April/May and is plainly documented to end 3/19/2020. After multiple, lengthy conversations with eight AT&T representatives, without justifiable reason why the promotion, was "removed", this action is a breach of our agreement.

There is no doubt, had I, arbitrarily decided to reduce the amount I was paying AT&T it would be considered a breach of our agreement. This change by AT&T is arbitrary and thus a breach that cannot stand.

Direct TV customer for several years. During that time I was signed up for autopay with no problem. A few months ago I began receiving bills from AT&T for my Direct TV service When I get bills, I pay them. So I paid them. They kept billing, I kept paying, for about 6 months. Whille searching my bank records I discovered they had also been taking the payment out of my bank account. By this time I had a credit of over $600.00. I called to request the money back and they refused saying they would just take my future payments out of the credit. I said NO, I want my money. I talked to several different people, many in foreign countries, and got a different story from each one. All requests to speak to someone "higher up" were denied. I was told...1) my service was cancelled and would get a refund in 6 to 10 working days. After that I received another bill. 2) They would refund me with a MasterCard gift card. I said NO, I want my money. 3) The last person assured me I would receive my refund within a week. That was over two weeks ago and still no refund. I want my money now! It is now about $650.00 due me.