AT&T
reviews and complaints

You have an employee named >steven burtch

AT&T reps were on our street offering a fantastic bundle package for phone, internet and dish, IT WAS A SCAM. Horrible service! AT&T promises services that Dish will not fulfill and each blame the other. And you better read the fine print, somewhere in all those pages and paragraphs they have a minimum 2 year service agreement with Dish. After 6 months and double my normal monthly bill I cancelled my service and was told by Dish that I would be billed for the remaining 19 months on my contract at a discounted rate of $10.00 per month...WHAT?!?!? Buyer Beware, the service was horrible from both companies!

I am a day manager at a locally owned franchise. I was visited by two AT&T representatives who claimed they were investigating reports of over charged accounts in the area, and that all they needed was the business phone number and a manager's 'okay' to make the 'fixes'.

However, they were repeatedly told that I did not have the authority to make any changes to the store's accounts: Once by my coworker who greeted them, and then multiple times by me while they were trying to get information and coerce me into thinking otherwise. They even tried to get the phone numbers of the owner's other franchises out of me, apparently trying to switch them all at once.

Even once I contacted the owner and was told that she no longer had a contract with AT&T and there was no reason for them to be there, they still tried to push on, insisting that I was on some 'list' (although they never once referred to anyone by name, or even used a 'he' or 'she') and I just needed to speak with someone on their cell phone to sort things out.

I was disgusted that they tried to deceive me because they thought I wouldn't know any better, and I am astounded that they would continue trying scam the information needed to make the switch from someone who they knew had no authority to make that decision.

I will keep this in mind if I ever decide to switch my residential service or am in a position to choose a provider for a business; I do not like the thought of ever having to deal with this type of business practice again.

Att is so useless it is unreal.

I am a 10+ year customer - who needs a new phone. So after paying 15K plus over that time - I really would like to get a bberry bold.

Costs 300 bucks - I figure - why not see if they care to keep me as a customer.

Talked to a rep who offered to cancel my service when I explained I thought they might want to help me out with the pricing of the unit and I was unhappy.

I wrote 2 e-mails which either the person reading them does not actually read the content - or perhaps are system generated responses.

Try another provider - I will.

God help you if you have Earthlink DSL and try to convert to ATT Uverse.

They told me I have to terminate the Earthlink DSL, but they can convert me to ATT DSL until the Uverse gets installed. They told me I can't schedule the Uverse installation until the Earthlink DSL has been terminated.

So they terminated the Earthlink DSL within one day, and they are supposed to give me ATT DSL now, right? We've been on the phone for almost 2 1/2 hours this morning talking to 6-8 people, got hung up on twice, transferred and dropped a few times, and we've heard a whole bunch of "I can't help you." The last person explained that their system won't let them do anything until the Earthlink DSL is out of their system which will take about 10 days! She said she tried to delete out all the codes manually.

Well, they terminated the Earthlink DSL within one day, but now the story is that we will be completely out of internet connectivity until the Uverse gets installed at some ? date - we can't even find out when that is. They can't tell me an installation date until they call me back, which is promised sometime within the next 24 hours.

I use internet connectivity for professional purposes (I work from home) and job search - what do you think my professional contacts will think hearing that I have no connectivity because my internet is down for an unknown period of time? They will probably think (1) we didn't prevent this disaster ahead of time and (2) they won't be looking to switch service from DSL to ATT Uverse any time soon.

As a 25 year computer programming veteran, I can tell you that the telephone company computer systems are not designed to service customer needs - they are designed to very efficiently bill huge numbers of customer accounts at the cheapest cost using batch processing. Because of the batch processing, customer needs, like converting from one service to another, cannot be handled efficiently, billing adjustments get hung up in the once-per-month billing cycle, and late fees and penalties are probably calculated before adjustments are applied or lost in the process. (I experienced this with AT&T cell phone services 10 years ago, and in my experience, it hasn't changed a bit.) Computers that will handle customer needs better and function more accurately are very expensive, which would take money out of the C-level and shareholder pockets.

I will update when I get more information.

I signed up for a promotional package through AT&T to receive phone/internet/digital television services for $99. I just received my telephone bill, and it is $412. When I called the company, they indicated that I had directory assistance calls, which I have never made. I received a confirmation from AT&T when I signed up for the service, in which they indicated that my estimated first bill would be approximately $89.00. This is clearly not the case. When I called them, there were not helpful in the least. I have also received another bill from DirectTV for over $200.

If anyone has experienced the same thing, would you please place a post on this site. How did you handle it? I'm afraid I have made a huge mistake.

In the spring of 2006 my daughter obtained cell phone service with then Cingular Wireless; using my husband as a co-signer (for lack of a better word). At the end of Oct 2006 my daughter was deployed to Germany with the Air Force. We called Cingular and explained to them the situation. They directed us to a department specifically for this issue. We were told at that time we would have to send in a copy of her orders to deploy. Once that was received they would suspend her cell phone service. We were also told that if she was to be shipped home all she would have to do is contact them and they could reactive her account. We at that time told them it would be 36 months at minimum before she returned per her deployment orders. That was not a problem once the received a copy of the orders the account would be closed. Now it is July 2009, our next to the old would like to get her first cell phone. My husband takes her to the now AT&T store to get her phone. After looking at our account they tell us he cannot get a new line of service because we have a $175 collection against our account. When my husband inquires as to why we have a collection he is told it is because of the line that was discontinued due to my daughter being deployed. He explains that we had it shut off due to the deployemtn and the steps we went did in order to accomplish this. He was told that was to bad call the customer service center for AT&T. I did that went through the same explanation. We were told that the account had been suspended for 24 months but the reactivated that account at that time because my daughter did not call AT&T/Cingular back to prove and continue the suspension. We explained that the deployment orders showed she would be in Germany for a minimum of 36 months and most of that time has been spent down range in Afghanistan and would not have been able to make any calls. At that point we were told it was no longer there issue the matter had been sent to a collection agency. We asked for the Military Suspend department and were told they no longer had that department. We then asked who we could talk to, to resolve this issue and we were told that we would have to talk to the collection agency themselves. When we then explained that they would not talk to us because the account was against us, it seems like they would only consider talking to the company that placed the account with them. At that point we were told Sorry but to bad.

I have also experienced issue with AT&T, specifically/ U-verse/AT&T Customer Service / AT&T significant errors and their seeming inability to correct obvious problems.
Why I returned the U-verse equipment is another whole compliant. But in a nut shell: the scheduled installers didn’t show up and didn’t call (3 times) and then the quality of the product was unbearable to the point where we could no longer watch any TV due to the ‘freezing”. But I’m over that now, and happily back to another cable service.
My current complaint based on AT&T’s total incompetence that has impacted my credit rating. I returned the U-verse equipment as instructed, on time and in perfect condition. A couple months later I received the first bill for the equipment asking if I had overlooked it because it was past due. I called AT&T and their representative tells me that it was a mistake and don’t know why we got the invoice and that they would take care of it. A few weeks later I receive the next invoice and a dunning letter from AT&T. This time I called and they said that they could see the equipment was returned in good condition but they had no ability to correct the amounts owed because ‘another department’ was responsible for that: and oh yes, that department does not take phone calls from customer so I couldn’t talk to them. They wouldn’t even give me a name who I could address a letter.
They did remind me how high their customer service ratings were from JD POWERS (yeah right) and inferred I was alone in having any issue whatsoever with AT&T customer service and their total inability to help me.
Now I have a collection agency calling me and trying to collect the money. I can’t believe that they can just turn this over to a collection agency when their own employees have received the equipment and I have that in writing!
It is now impacting my credit rating!. AT&T is totally incompetent and their customer service is shameful. It is almost like they are intentionally trying to harass and irate me. I would like to see this giant monopoly corporation be more responsible and accountable for their actions.
I’m cancelling my AT&T land line and warning everyone I know….

So here's the deal. I called At&t to order their High Speed Internet on June 25th, 2009. The guy on the other line hooked me up with the service and told me my modem shipping date, July 1. That day comes and the modem is a no-show. I decided to call At&t and ask about my order status. The lady told me that they had my date down for July the 7th after i'd been told the 1st. She asked if she could overnight for a charge of 14.95;however, she offered me a $25 rebate. Frustrated, I agreed, and decided not to hold my breath. July 2nd comes and the modem is STILL a no-show. Once again, I called them back up asking about my order status. "Sorry about the INCONVENIENCE, but it seems we are having problems with modem orders. It will be 3 more days, including the weekend, before you will recieve your modem." I was pretty livid at this point. How hard could it be to ship ONE modem? So today, Monday, July 6th comes. I call them again asking about my order status. "It says here that your modem was shipped to UPS on the 2nd." OK. I called UPS and they told me they did not have my shipment or a tracer. I call At&t back and the new woman tells me my order could not even be found in the computer. She said she is shipping me a new modem and that it should be here tomorrow, July the 7th. Once again... I'm not holding my breath. This has been one of the worst experiences with a company i've had. If I wasn't so desperate for internet and didn't owe money to everyone else... I would just say screw it.

So it's about 6 months since I started service with AT&T for DSL (internet) and it's has been nothing but a nightmare.

Today I remembered that when I had signed up for service I was promised 2 $50 visa gift cards. I remember now that I had promptly signed up to redeem the gift cards a few days after the service and then completely forgot about it ever since.

Today I got online and read ALL the stories about how ATT gift cards are a scam and that they DO NOT show up when you go to check on their website. Sure enough, I went online, typed in my phone number and received the lovely little message that there is NO record of me redeeming the cards.

This really pisses me off to say the least. Not only do they have horrible customer service but they make you work for what is rightfully yours.

I am absolutely fed up with ATT service. I was looking forward to signing up with ATT in a month for my families cell phone service (t mobile contract expiring) because we all loved the iphone but I honestly don't have the patience nor the time to fight with ATT every time they do something wrong (which is a little too often).

As I type this little review of mine, I am on hold with ATT to get my gift cards and cancel the stupid internet service. Goodness gracious...this is ridiculous.

I signed up with AT&T Referrals a little over a year ago. During the first few months I referred 3 family members and received prepaid visa cards totaling $75 ($25 for each referral).

A few months ago I referred my brother and put him on my referral list at the AT&T website. They were supposed to send him an email with a link for my referral info so he could click on it and order. The problem was he had no ISP at the time and couldn't receive emails. He gave me his Yahoo account info so I could access his emails. One day I noticed the referral email came from AT&T. Problem was it had someone else's referral number. I contacted AT&T, and they acted puzzled. Said they would look into it and get back to me but they never did. Soon, my brother received another email with someone else's referral number on it.

When my brother was ready to buy the online package, I did it for him - because he still didn't have internet service, and the lower prices were only available online, and I wanted to make sure I got my referral bonus. Of course, I used my referral account number. After completing this, I waited sufficient time to receive my referral bonus, but it never came. When I contacted AT&T, they told me my brother had to sign up at the referral site in order for me to receive my bonus, and it was now too late. I reminded them that he wasn't the referer; I was, and he wasn't interested in referring anybody but they told me I couldn't get it. I was ripped off! I will never refer anyone else to AT&T and will leave myself as soon as I find another ISP I can afford that isn't dial-up.

AT&T has the worst customer service than any phone company in Florida.
Their customer service reps are rude and unproffessional, the average wait to speak to some-one is over 30 minutes.
They practice deceitful business practices, I asked for my long distance to be discontinued in my rental unit 2 times and they left it on.
Beware of AT&T
I will never use them again

I have sent back AT&T's equipment (receivers), confirmed their arrival at their warehouse in Texas, and now the receivers themselves have disappeared a month and a half later. Ironically they do have record of pulling the smartcards out of my receivers at the warehouse, but someone "neglected" to log the receivers into their computer. I received a collections notice for the receivers a month and a half later. I called AT&T and they immediately asked for a UPS tracking number...before I even had a chance to explain that on my AT&T account they admit to receiving my boxes and pulling the smartcards out of them over a month and a half ago. The issue is not that AT&T did not receive my boxes (that issue would be cleared up with a tracking number) but that they received them and failed to properly log the contents at their warehouse.

That made me wonder. The, "what is your tracking number", question came out so fast and so automatic. So I did an Internet search on AT&T complaints and found several that matched my issue, including some people who had thrown away their tracking number already because in some cases months had passed since they confirmed with UPS that their package arrived safe and sound at AT&T's warehouse. I "gently" explained to AT&T that if I provide them with my tracking number their contention will be that I "removed the smartcards myself and only sent those back". Somehow I guess I have found a way to turn their receivers into planter boxers or something:)

I am getting the impression that AT&T sends out a blanket statement / collections notice to a random sample of their customers hoping to land on their former customers who cannot "fight" the allegation that they did not send something back. I am to understand that "fighting" this allegation is to provide a UPS tracking number. Period. What is even better is that they let a considerable amount of time elapse between when the equipment was returned and when the collection notices go out, therefore decreasing the chance that someone kept their tracking number.

It would be a great scam...the customers they affect are already former customers, time is the customer's worst enemy when it comes to trying to prove they sent back something, and UPS recycles tracking numbers (so even if you are able to provide this proof you may find yourself "recycled" two months or more removed from your shipment date).

Have you experienced one of the following regarding your equipment returns to AT&T:

1. Received a collections notice a month or more after you confirmed shipment.
2. Received a notice from AT&T claiming that your equipment never arrived.
3. Received a collections notice from AT&T that you could prove false by providing a UPS tracking number
4. Received a collections notice from AT&T that you could not prove false because you do not have a UPS tracking number.

I ordered a phone online to upgrade and renew my 2 year contract with AT&T. I ordered the phone on 6/18/2009 and I received a confirmation email saying it would be delivered in 3 to 5 business days. I started calling on Wed, 6/24 to find out the status of my order as the Online Order Status never changed from "in-progress".
6/24 - representative said order looked fine. She called the warehouse to verify that the phone was in stock and said it would be shipped the next day. Didn't receive it.
6/25 - representative said order looked fine. Again they called the warehouse to verify that the phone was in stock and said I should receive it the next day. I asked for a tracking number and realized after I had hung up the phone that the rep had given me my AT&T order number as the tracking number! Again, didn't receive it.
6/26 - 9:30am - representative got a rep from the online department who said they couldn't figure out why my order hadn't shipped and that it looked like the order was stuck. She said everything looked good, the order was still there, the financial authorization looked good, the phone was in stock...etc and that it would take them a couple of hours to figure out what happened. She also said that because of the delay it would be FedEx'd overnight. I asked for a call back and gave the rep my "work number" as the wireless phone I was calling about was my son's phone.
6/26 - 2:30ish - No call back. I called AT&T and they said they had given me a call back on the wireless number I had called about even though I specifically asked them to call me on my work number. So now the rep tells me it has been on backorder even though it has never showed on the Online Order Status as in backorder and the previous two days the rep had verified with the warehouse that the phone was in stock. So I asked to speak with the online dept. The online rep said it showed that it was in a "partial shipping" state and should be shipped by Wed 7/1. I told him that the online rep that morning had told me it would be FedEx'd overnight and he said that they put in the standard shipping code and that I probably wouldn't receive it before Wed.
6/29 2:30 - online rep said that it was on backorder for awhile and that even though it is in stock there were so many orders that they are trying to get them shipped out. She could not give me a timeframe at all on when I would receive it. I told her to please document that if I did not receive the phone by Friday at 5:00 I was switching to Verizon.
Not once was I contacted via email or phone by AT&T to let me know that the phone was on backorder or that there would be a delay on my order.

Do not waste your time with ATT U-verse if you move into Broadstone Apartments in Fort Worth TX. The apartments are all hard wired for the service but all of the geniuses in customer service can not put your address in the system. Myself and several other residents have been attempting to get service for several weeks to months. Don't be fooled by the U-Verse pre-wiring in the closet save yourself days of aggravation and time by just going with direct tv or dish network. I promise in the end you will feel better going this route. Oh and by the way I was told by AT&T 911 is not even available real safe.