AT&T
Reviews and Complaints

Since Tuesday, 7/18, I have been without a land line and internet. I have been on the phone with AT&T tech, Sales and customer service because everyone keeps transferring me. NO ONE WILL HELP ME. One person says my internet needs to be fixed first. The next says my phone line needs to be fixed first. ALL DAY I've been passed around and guess what, STILL NO SERVICE. AT&T IS THE WORST

I called on a Friday to transfer my service to a new apartment. I was told by one representative it would be hooked up on Tuesday of the next week. I received an email that had my installation date out two weeks. I called on the Monday prior and a second representative said to ignore that even email and that the installation would be on Tuesday between 1pm and 3pm. Come to Tuesday at 3:10, I call and am told they could not expedite it. I asked if I had been lied to and they said no despite the fact that the representative said it was noted that it was supposed to be today. He then puts me on hold for twenty minutes after I tell him to cancel my order and service. He comes back and says he's going to transfer me to the loyalty department and if I'm still not happy, they will cancel my service. I told this representative to cancel my service and not transfer me because he said he could. He then said okay and then transferred me anyway. This is the third representative to lie to me. Then, the loyalty department says they will credit me $50 if I can wait an hour to be called back in regards to them getting someone out to hook up my service on Wednesday, the next day. I said okay, and set an alarm. They called 55 minutes later and said they could not get anyone out. They said he dispatcher said we had bad weather. I live in Monticello, AR. We had rain on a Saturday, for ten minutes. Since then, it has been sunny and warm and will continue to be for days to come because it's the south and it's the summer. This representative did not think to check the internet - which they had - to see if their dispatcher was lying. So I was lied to four times by AT&T. I have decided to go with a local company and I not only cancelled my internet and cable but will be cancelling my phone with them and switching to Sprint. Good job, AT&T. You're a bunch of liars.

ve had Directv and ATT service for approx 2 months, it has been a nightmare. I paid my wireless bill in the amount of 320.00 3 days later my service was interrupted for non payment. Since it is impossible to speak with a representative if your phone is disconnected, I was forced to pay an additional payment of 350.00 to get the service connected to speak with a representative. After speaking to 5 representatives I was told that I paid my Directv bill instead of the wireless bill, I don't know how that is possible since they are under different logins. So I played along and contacted Directv and they told me that there isn't a payment for 320.00 even though the payment has been deducted from my banking account and I can see the payment under ATT wireless. This is terrible service, I know have a payment of 320.00 floating somewhere with another payment of 350.00 being deducted. And I thought Sprint was bad. Can you tell me if I'm under contract as I want to cancel all of my services. I've been lied to since the installation of Directv to the transferring of cell phone providers.

I called the customer service to set up an autopay enrollment. First I was on the website and login but couldn't locate the autopay section. Then I called the customer service to get help to guide me on website. The rep name " Dossdlane" insisted she has to set up the autopay on her end. I can't change the setting on my screen. Then asked me my credit card # to set it up.

I wasn't comfortable giving my card # over the phone when she was very anxious to get my #.
I told her I'd not set it up if I can't do it on my screen. Regardless what I say all she wanted was my card #. Then she said she get many calls for this issue and only customer service can make changes.

Later I got help from a friend to find the setting for the autopay enrollment on my desktop.
I don't understand why she was so anxious and rude to get my card#.
I have been with ATT over 20 years and had good experiences but "Dossdlane" rep made total nonsense and lying.

Where do I begin? Maybe I should list each of the problems individually.

1. In September of last year, we were told there was a promotion for Iphone 6 users to trade in their fully paid off phones for a free Iphone 7. We went into the store and they said they couldn't handle it there-we had to wait for AT&T to send us pre-paid labels and boxes. Once we received the boxes, we took the label, stuck it on the box, put our phones in and shipping them back to the store. Months came and went and they kept billing us for our new Iphone 7s. My husband called AT&T dozens of times during the course of 9 months to get them to credit the phones we traded in. At first they said they never received them! Then they said the labels that were included in the box were only for returning the new phones they mailed us back to them (that's strange because they never mailed me a phone-I got my 7 at the store). It's also complete trickery if that's the case because they know people will assume the label provided is for shipping the old phones back to them and now they can claim "you mailed it to the wrong warehouse". My mom is dealing with the same problem with my brother's phone and hasn't gotten any credits back yet. We were told we finally got credits back, but they haven't been applied to any of our bills! What's the point of these empty credits then?!

2. While trying to resolve another issue, they accidentally divulged that they've been charging my husband Roadside Assistance for over 3 years and he never asked for that, nor did he even know he'd been paying it!

3 I went overseas on their $40 international data plan. The plan was used up 80% by nighttime the day I arrived in London. I had my husband call AT&T and ask why the plan was being used up so fast and they told him, "don't worry-your plan resets every day." I found that strange because the days after that, I kept getting messages saying "you're now $50, $100 over your data plan." I was weary that I might be going way over, but he called 3 times and they gave him that answer 3 times! I thought if that's what they're telling him, then they must be right and these messages must be glitches. Of course, when we get our bill, the charges are suddenly $180 for the data. I call them and they change the plan to the daily plan that renews every day at $10/day for 9 days and I end up paying $90, $50 over what I was expecting to pay. It's a scam! There's no way they didn't see that the plan we were on was NOT the daily plan and this is how they get people to pay way more every time they travel. The $40 option is complete bs because the minute you land, your e-mails, texts, everything that uses data bombards your phone and uses up the small about of MB that plan gives you right away! You use it thinking you have enough for whole trip, but it disappears in less than a day and you're not happy paying $40 for having barely used it, so you automatically change to the daily plan and they make more money!

4. When you're a dual customer (wireless and tv/internet services), you get transferred between departments for at least an hour and end up speaking with no one who can help, which means one of those departments is lying. First you have to get transferred from customer service to billing for wireless, then they say they can't handle your case because you're a dual customer and must go to dual billing, then dual billing says it's not their department, so..who can even help? Not to mention, when they're transferring you, they just send you right back to the telephone prompter to end up getting you sent right back to them! The most frustrating system ever.

On July the 12th of 2017 At 5:36 pm, I made a call to AT&T customer service to discuss international roaming plans. The AT&T representative 's name was Latoya and the duration of my call was for 8 min.
I asked about the international roaming plans options. She starts talking so fast that I had the impression of listening a robot machine with the difference that I could not understand some of the words she said.
I have to ask her to repeat two more times and every time I asked her to repeat she make noises like tired. It makes me feel bad and I think it shouldn't be . Ones I pass the explanation episode I request one of the services then she asked me for my passcode I didn't have it on top of my head so I asked her for a minute to find it out with out mistakes and she hand of the phone.

I'm a customer from AT&T for more than 10 years and on my account have many devices on and I never had a bad customer service call like the one I had yesterday.

That's the reason of my complain. I think a person with that attitude shouldn't be working on customer service.

Thanks

Jose Antonio Ruiz

I am writing on behalf of my mother. She is in the process of moving from California to Florida to help take care of a friend who suffered a massive stroke. Att told her that even though she was moving across country and that her friend already had cable that she would have to pay a $360 fee! She makes minimum wage part time taking care of patients which she will be giving up to take care of her friend! These corporate conglomerates have zero compassion or human decency when dealing with their clients. They have updated their contracts so that it's not that they are providing a service but enslaving the unsuspecting consumer. Going forward stick to Hulu and Netflix. I am disgusted with AT&T and their tactics.

I ordered a package for TV, Internet & Phone service.
In regarding the phone service which included the package, the agent told me that the service included all the overseas international unlimited calls.
I did verify back and forth with the agent several times and made sure the phone service includes the unlimited international package. At the time of installation which was yesterday, I had a doubt that raised to the installer and he told me to check with customer service. Finally, when I checked with the customer service, they told me I have to pay extra for each international calls per minute. We make a lot of international calls.
Here I got pretty much cheated by the order taker agent of AT&T and AT&T customer service has don't care attitude.
Is there any way get out of the 24-months contract?

I am a renter on a month to month lease. My landlord is trying to sell the property. A potential buyer who's financing fell through placed an installation order for service here before their closing, before they had legal possession of the property. AT&T cancelled my paid up to date service without my consent, with only the third parties word and address. None of my account information. When I returned from the holiday and discovered what happened and attempted to restore my service, I was denied because of their pending install order. I was told I have to contact them and have them cancel it. So a third party with none of my account information other than my address can cancel my service without my consent, but when I attempt to rightfully restore service I am powerless to cancel an illegal installation order? And I have to contact some third party that I have no idea who they are or where they are or any of their contact information. Nor do they have to take action per my request. I am infuriated at this chain of events. I sat on the phone with two different customer service departments for 1 hour and 50 minutes to find this all out! Epic fail per your policies! I have filed a complaint with the FCC, which I understand will take 30 days at a minimum and does me no good. Perhaps this complaint will get some attention, but given my past dealings with AT&T, I'm not holding my breath!

A very angry and out of service for the foreseeable future,

Kevin J Leider

Called in about a month ago to arrange a payment arrangement for the early termination fees of our tablet and 2 Gear watches. I was told by the rep that if I could not make the full payment (over $800) by the end of the month to call back and someone could work up another agreement. I called in just as the 1st rep suggested and she explained that as long as I had the balance paid by the 23rd that there wouldn't be any service interruption.
On July 5th, our phones got turned off. I called immediately and explained that we had a payment arrangement until July 23rd. The rep said that there wasn't anything in the notes and that she couldn't do anything for me. If I wanted my service restored that I needed to pay my account in full.
She refused to help me at all.
I have a customer of AT&T's before they were AT&T (Cingular). I have never had my phone service disconnected due to non-payment in over 17 years. I have convinced my husband to cancel his service with Verizon and switch to AT&T.
I want AT&T to understand that their employees might make mistakes. Try listening to your customers issues and take the time to review their account/history before you just assume that they were negligent of any wrongdoing.

This nightmare began on April 29, 2017 when and a 65 year old man came to install my service. He was here from 9 AM to 6:30 PM he shut off my neighbors phone and Internet. Later that evening I realized that he didn't even turn on my home phone. In the meantime he has broken my sons bed because that's where he placed the installation box was under his bed, according to him that was the only place it could be put. I find out later if he wasn't 65 or lazy he could've went up in the attic and put it anywhere. Then a guy shows up while I'm on vacation and my mom is at the house to turn the phone on, doesn't even tell me he's coming; when he leaves not only does he not turn the phone on he disconnects the Internet that was working. The following day they came out to turn the phone and Internet on and turned out the electricity to the entire neighborhood street. Since then I've had a bill of $400 for all kinds of different fees. Now it's up to 600 and something dollars for two months. I've been on the phone with AT&T more in the last two months than I have in my entire life with different cable companies. I spend numerous hours on my days off trying to get this nightmare fixed. I am so sick of this I cannot see straight. Biggest mistake ever to switch to these idiots. And by the way you can't get a hold of anybody that speaks English.

My friend called me and said that she had received what she thought was a call from me (showed my name and phone number on her Caller ID) but it was really one of those aggravating robot calls! I have an AT&T landline and cell phone and I also have received some of those calls showing local people's names and numbers! Isn't there something you can do to stop them from fooling people by stealing numbers? Even better, stop the robot calls completely! I am so fed up with these calls that I will never participate or buy anything they are calling about! I'm sure the whole Country is fed up with them as well!

Linda Nelson
Home Phone: [protected]
Cell Phone: [protected]

Phone purchased on 7/7/2017
ZTE phone was purchased for a gift.
The Samsung phone I wanted to purchase was out of stock. The salesman
stated the ZTE was just as good quality as the Samsung. It was not very good quality at all. I purchased for my girlfriend, she tried to return to the
store and they would not take it back without a restocking fee. Why was I not told that during the purchase?
So She tried to return and became quite distraught with the attitude of the salesperson. The sales person ask her to leave the store and would not be
allowed back into the store.
the next day on 7/8/2017 we discover the phone is not working properly.
Since we are not allowd to return to the store, how do we resolve the issue?
Simple solution:
Instead of trying to sell a cheap phone just to make a sale, salesperson should have offered to order the item, once in stock, everybody is happy.
At this point, waive the restocking fee, order the Samsung phone, we can pay the difference as it was more money, and all is well.
However, I somehow feel I am making this complaint in vain, but will try anyway.
Thanks for listening, hopefully will get this resolved.
Frank Lee

they promise the services at o ne price later try chargen other you call to complain the refer to the other company one promise to take care of the problem you never get and honest answer butt the want to charge prices not part of agreement I spent time so did my wife never got a straigt answer theis two company don't now watt it mens to work togheater gave my private information to some collection agency they not honest

I dropped Uverse years ago because they kept increasing their bills. A young lady came to my house and gave me a great deal. $114.99/mo, Only they billed me $205.92 three time. After multiple phone calls they agreed to credit 2 of the months. But the "executive I talked to said they couldn't get it below $141. Then they sent me a confirmation for $163.

I believe that they are simple thieves and lyers. I can't wait to through them out and go back to WOW,

This is quite simple, I spoke to a gentlemen named rico to sign up for direct tv. Rico promised $150 gift card upon completion of the first 30 days of service. After 60 days I spoke to lucious a supervisor at direct tv, I was told I did not qualify for the gift card and that many at&t and direct tv representatives will lie in order to get people to sign up. I am not complaining about the $50, the $25 or the $48 dollar discount I did not receive (I expected not to receive them), however, by the representative initiating the contract, lying to the perspective buyer he has invalidated the contract as a whole. This in fact leads to me having no contract, and the clause that disallows class action lawsuits to be denied. So I ask this simple question to at&t before I go public, is this really worth my contract? If my contract is invalidated by at&t and dropped I will pursue nothing further.
Sincerely
Richard monroe

Disconnected on 6/7/2017, received a bill for$281 for the month of June thru July, contacted att uverse to have bill prorated so I can pay for the one week of service that I use in June, representative told me full bill needs to be paid and credited on next month bill, I explain I don't have that type of money to pay for services I haven't use, representative offer me a payment plan and once again I said I haven't use the service, just prorate my bill and I will pay for what I use. To this date [protected]), I have called numerous of time and still the problem exist. Att averse refuse to prorate my bill for the one week of service

I just ended my long term relationship with ATT. Although I still own an ATT cell phone, I am close to discontinuing that as well.

My wife and I have lived in the same house for 45 years and recently decided to downsize to a condo.

In attempting to move my system which included telephone and cable, I ran into the most uncomfortable situation with your company imaginable.

Comcast has my WiFi and security system so I called them to move that and they were very accommodating. Not so with ATT. I have to be out of my house by July 1. I set up installation for June 27 with Comcast. I figured I could do the same with ATT. I spoke to a representative who told me that that would not cause a problem and told me that she would call me in an hour to confirm. She did not. The next day I called the company with the confirmation number and your rep said that there was no record of the case. I told her to connect me with a supervisor who told me that the order had been cancelled. I asked why, and he said he would research it and call me back within 30 minutes but would certainly work on getting the appointment set up. His name was Trevor. He never called back. I called the company again and they told me the earliest that they could move me was July 10. In other words, I would be without phone service at the new place. I told the rep, that that was unacceptable and that I would be moving all my services to Comcast as a result. I received another call from ATT while I was on another call, so I told your rep to call me back in 10 minutes. I never received another call.

During the time I was with you, I paid over $3000 a year and repeatedly had connection issues with your organization both phone and cable. In the meantime you raised rates on cable boxes from $6 to $10 in the last 4 years. That is a 40% jump. Your service has gotten progressively worse.

As I said, I am moving to Comcast as a result.

If you want to keep me as a mobile customer, someone needs to call me. [protected]. I simply do not have confidence in your organization.

Ken Bertin

i have been having issues with my internet for a very long time, i have called on numerous occasions were they told me the problem was on att&t side like the removal of a jumper and upgrades being done, after a while i still had problems with slow and sometimes no internet, called help desk made me reset box etc, it will work for a short time and then back to problems, whenever i called help desk this was the routine, finally i told them hey this is not the problem its the box, so they finally ship me a more" upgraded" box, i connected the box, box was not working called tech support he made his check and said was bad wiring and if it was i will be charged after hanging up i reinstalled the old box and it worked at least like before so it was not the wiring.tech came out next day did his thing and told me the" new" box att&t sent me was bad, he went to his truck got another box and the internet finally came up . after he left in less than 10 mins the internet was worse than before thought i had dial up, call back att&t and they repeated every step over again to me even telling me they will send another tech over and i will be charged why should i have to take more time off from my job?, i still have slow and sometimes no internet, today i am saying goodbye to att, also att owe me money for all the times I had no service
Att needs better tech and better customer service some of them are rude especially the ones with the funny accent
i have videos of the internet which i will upload later

This is the 4th attempt to fill out a complaint board form. There is frustration deluxe and absolutely no success.
The initial issue of calling ATT Direct TV was an increase of my present service provider. Upon request they refused to provide a resolution to my bill.
Called ATT Diect TV with an advertisement and they concluded my monthly billing of $104.00. This seemed very pleasing. The ATT Direct TV service representative provided me with an account number for ATT Direct TV and Century Link. Previously I was told ATT could not "bundle" in my area. At this point I was elated with my findings.
ATT Direct TV scheduled installation of TV service and did so in a timely manner. I also was told by the installer I would be the the one to initiate Century Link to accommodate installing land line telephone and did so. There scheduling and meeting such was much to b desired. Service technician to handle the phone switch over seemed to have went well. However, when making a call, 85 or 90% of the former calls now had to be dialed (1-area code-number) unbelievable. The internet modem was to be installed by myself. Modem was left on my front porch by UPS, I believe. A technician after the 3rd call came to the house and installed the modem providing internet. At this point I thought the services provided by ATT Direct TV and Century Link (with the antiquated phone system) was completed.
Now the bills come in, ATT Direct TV -$104.20 who did an auto bill pay without my authorization and Century Link-$195.87 who quoted originally $64.00. I called Century Link to no avail. Charges were stand @ $159.00. This ended my thoughts of retaining these two services providers. Period!
Consequently, then I was told by ATT Direct that I would be assessed $420.00 early contract cancellation fee. I responded . I responded that I did not nor have signed or agreed to a 2 year contract. They proclaimed I received an e-mail of some sort stating such. I do not read e-mails with few exceptions. Also when the service technican installed the TV service, I signed an electronic something. As far as I was concerned, it was verification of the installation of the TV's which was the case.
I have no idea how this fiasco materialized itself, but it did and I didn't feel obligated to contend with it.
I would appreciate the early cancellation fee in the amount of $420.00 be eliminated from my billing.

Sincerely,
Gerald J. Ficken
811 Kingsgate Drive
O'Fallon, Mo [protected]
Tele. No. [protected]