AT&T
reviews and complaints

Please complain about AT&T to the FCC online: http://esupport.fcc.gov/complaints.htm

AT&T is holding my 77-year-old mother's phone number hostage in retaliation for her canceling U-verse.

She was enticed last fall by a rebate offer from AT&T. She switched her cable, internet and phone service to U-verse. The remote was extremely user-unfriendly and three of us, with six college degrees among us, couldn't figure out how to get everything to work. Finally she said she wanted to switch back to the local cable company.

I wanted to make sure she would get to keep her phone number, so I checked online and learned that we needed to call the new company *first.* So that's what we did. The new company said they would send AT&T a "port order" to move the phone number, but that we would have to cancel the internet and cable TV service.

AT&T canceled the entire U-verse package before the phone number could be ported. I have called AT&T more than a half-dozen times, I have spent HOURS on the phone being transferred to as many as seven different people. I had two requests: Either (1) let us PAY one month's service just to turn the phone back on so that the number can be ported to the new company, or (2) place a recording on the number saying that it has been changed and giving the new phone number. During all my calls to AT&T, supposedly I had reached about a third tier of manager, who did call me back a couple of times to tell me that she was still working on the problem. But her last phone call was Friday, Feb. 19, and I have given up hope. I have filed a complaint online with the FCC, and I encourage you to do the same:
http://esupport.fcc.gov/complaints.htm

Also, see the post by the other person, who listed this complaint address for AT&T:

AT&T Recourse Department
308 S. Ackard, Ste 3700
Dallas, TX 75202

I will be sending a letter to this address, with a cc to my state's Attorney General's Consumer Protection Unit.

My sister referred me for att uverse. They advertised that not only would the person who made the referral but also the person who subscribed to the service would receive visa gift cards. I also referred another sister. After att has set up all of this service. We were denied our referral rewards due to "untimely submitting the referrals which is totally untrue. Additionally, for subscribing to the service I was to receive (2) $100 visa cards. I have received one of the cards but I have been waiting since 11/-09 for the other. I have had the service since 10/09. I have spoken with customer service and I am always given another lie. The first lie was that it would be in my mailbox on 12/24/09. The most recent lie is that my card was printed off on 10/28/10. Today is 02/22/10 and it still has not reached my mail box. I now know that I will never receive my rewards and I feel that someone should stop att with these fraudulent practices.

They lie! Over and over again for 160 days I have waited and listened to them lie about my $50 rewards card is "stuck in the system and they will let a supervisor know and they will handle it!" that is a blatant lie! No help, no one there cares or intends to do anything at all about my complaint and it is a false advertisement to get you to take their service and then you are in a contract. Something should be done because they are lying to people.

I would just like to start by saying that I have been a loyal customer since before my wireless company was bought by AT&T...so I have had the same plan for 8 years now. I also understand that AT&T has cornered the market with the iPhone, and they don't need to have good customer service. If I want that phone, I have no choice but to deal. I can even say that I understand the "store manager" of wireless stores can only do so much. That being said, they do not have to speak to people like we do not have a brain. I had a store manager "dumb things down for me so that I could understand". REALLY! He also told me that my plan isn't worth their time because it's the old school Unplan. I guess loyalty to a company and the fact that I pay my bill on time month after month, have no value. I bet there are a lot of people out there that are signed up with all sorts of monthly charges but don't actually pay them. Apparently, they will be able to upgrade, because they pay more then my measly $70 month.. Just a note to anyone in customer service, don't make the consumer feel like they are inferior

I've been a established customer for at least a year and half... I even have automatic bill pay on my account. I cancelled my internet b/c my computer had a virus. I called today 02/17/10 to readd it they said they need a credit card on file not a debit but a credit card. Per matt the rep their not going to use it but, they need it to complete my order. I told him I didn't have one he sugguested that I ask someone I know? Wtf y would I do that... I wouldn't feel comfortable doing that and if ur not going to use y in the hell do u need it. Let me us ur credit card then. Matt transfered me to another person who said the exact same thing... If this is ur policy why transfer me to someone who is going to say the same thing... Wasting my dam time! I will be looking for a new carrier!

I was charged for opperator assist and a 290 minute phone call that I did not make. I have never used AT&T for anything. I have Verizon for my unlimited local and long distance phone calls however At&t is claiming I am using them for my long distance calls which is incorrect. I was informed by Clyde employee number W6SG0215 that he is the head of AT&T leagacy and the CEO and president. I was also informed the AT& T does not make mistake either human or computer by the above CEO. I was informed it is 100% impossible for there to be a computer server or processor problem that would cause any error at anytime and At&t prides itself on being as perfect as "GOD". I was also informed that I would pay the charges or suffer the consequences of collections and increased charges as much as one hundred thousand dollars. This is a follow up complaint to the one made this morning with the BBB since I have now received more information. I was also informed by another employee Nick Angelo that he did not like American's Especially women and would never remove the erroneous charges. I informed him the only other option I had was to go to the Public Utility Commission as well as filing legal proceedings in a small claims court as opposed to superior court to prevent AT&T big corporate attorney's from entering the proceedings which would then give me the small little helpless consumer the opportunity to seek a five thousand dollar judgement based on erroneous charges as well as punitive damages up to five thousand dollars. I was also informed that the courts look at the small little consumer having to come up against this big huge intimidating corporation and will always award the little man the judgement.

I closed my AT&T phone and internet service account after 6 years of excellent service provided by AT&T. This is where the trouble began. I forgot to remove the autopay I set up online before I cancelled service. When I realized it I called AT&T and they said no problem, they would stop the autopay and send me a final bill for me to pay by check. They stopped the next autopay, but never sent me a final bill and just took the final bill amount out of my checking account which included an additional charge that was not clear to me. I called them and after being transferred around at least ten times, and hung up on, I finally got someone who said they could help me, but wanted to know if they talk to me about other options available to me from AT&T. I SAID NO. They wanted an alternate phone number on me so they could call me to sell me new products, I SAID NO. I just wanted to find out what the extra charge was for and make sure there would be no more debits against my checking account. My internet billing cycle ended on 5th, and I cancelled on the 9th so this made me responsible for the entire months billing. When I cancelled I was not told this. Apparently it was in the original agreement, but it would have been nice for them to remind me of this when I cancelled. NO MORE AT&T FOR ME!

The billing keeps going up and was supposed to be the same. We are in a recession or worse--think again. You are getting to be like Charter.

I had home phone service. I qualified for and got on the program for low income people. My bill was supposed to be $40 a month and include everything and long distance. After a couple months they took me off the $40 plan and charged me seperately for everything. My bill was over $400. I called several times and even sent a certified letter but they refused to take care of the problem. Whenever I asked for a supervisor I was told they were always busy. I was continually told that they don't change plans for their customers without the customer requesting it. They did and then they charged me for long distance. Why would anyone, especially someone who qualifies for lifeline, asked to be charged individually for everything rather than the $40 it should be. Most of the extras I didn't even use so why would I have paid $250 a month for services I didn't use.

I had to change my phone number and company and pay for an unlisted number. It has now been 3 years and they still refuse to admit they screwed up. I now have bad credit over the bill they sent to collections. They technically owe me almost $400 and they have ruined my credit and it was their fault.

Customer service sucks. I talked to at least 10 different people and they all told me something different. They don't even know what they are doing..that is IF I even got a person who could speak English. On one call I got some foreign person and after 45 min of me trying to explain my problem she still didn't understand.

This company is not a company you want for home service and their cell service is even worse.

I had to notify at&t that I was moving and needed to see what my options were in the rural area I was moving to. The representative of course only wanted to talk about new features and screwing you out of more money. One of the new features was satellite with DirectTv instead of Dishnetwork, which the rep failed to tell me for alot of the conversation. When I found out it was with Directv instead of Dishnetwork whom I was already with she assured me that they had the same capapbilities as Dishnetwork. She even put me on hold and "spoke" to a Directtv rep to confirm that they had the same capabilities as Dish Network. Wrong! Come to Find out the DVR only pauses live tv and records on the tv it is connected to. You cannot watch your recorded shows on any other tv but the main one the dvr box is connected to. In order to record shows and pause live tv you have to purchase each additional dvr box which is $199 ontop of that you have to pay an additional $5 a month for the standard satellite box that does not do anything just to be able to watch tv. I noticed the other night that when just one show on the dual dvr is recording you cannot change the channel or it stops the recording. So its just like not having a dual dvr. You either have to watch your show you are recording or not record it. So its fair to say att screwed me on the switch and coaxed me into switching under false pretenses. The rep also told me that Dish network would charge an installation fee upon the move. That was FALSE also. Oh and on top of that in order to get the special pricing you have to go online and sign up for the rebate through directtv or otherwise you don't get the special pricing and you have to pay full price of that programming package. Guess what? I didn't have internet access because i moved to a rural area and att or satellite doesn't provide internet in a rural area. so i wasn't able to immediately sign up for the rebate. Get this it takes 6 to 8 weeks to process if you do not sign up before installation. they don't tell you that either! If I cancel direct tv its $480 and I never would have went with them if I wasn't lied to in the first place. Ive contacted direct tv and att. Directv won't even offer anything. Not even a second dvr to at least make up for the fact that my kids can't watch recorded playlist in their play room. Att has forwarded my complaint to a supervise of the department in god knows what state of the woman i spoke to that lied to me. Does anyone honestly think I'll ever get a call back? Not a chance. They should be responsible for the fees it will cost me to cancel directtv or or at least another dvr box but it won't happen. DO NOT SWITCH to Directtv especially if att is trying to sell it to you!

I would like to know when I can expect our $100.00 reward on our internet promotion it was to be mailed around or about 1/11/2010 that is what our status proessing states we mail in our payments on time I think you should keep your end of the deal
Thank you WDR

*Disclaimer* All info presented below is not 100% correct due to the length of timing for this incident. Only going by memory and notes.

Starting at the beginning, On December 21, 2009 my checking account with Regions Bank went thru Bank Fraud. The next day, I filed a police report and shut the account down with the exception of deposits. All transactions from that day was set up with my new account at Regions Bank.

On December 28, 2009. I received a anonymous debit posted to the fraud account for the amount of $10.00 The person speaking in behalf of AT&T could not find any information in there OPUS system that leads them to believe that there was actually a $10.00 charge. But after about an hour of speaking to a region banker, AT&T finally gave in and refunded me the $10.00 within 24 hours. I was told by the AT&T representative that they were sorry that this happened. That it wouldn't happen again. And would start a case for the problem. I contacted AT&T thereafter and the case was closed do to insufficient data.

On January 27, 2010 I received another anonymous debit of 20.00 This time instead of calling the 1-800 number at AT&T or speaking to my banker, I decided to go to the AT&T store. There I spoke to a AT&T representative and/or retail agent. He was very sorry for the trouble that I have been thru and worked with me to get the situation back in order. AT&T again couldn't find anything in there OPUS system that leads them to believe that there was an actual debit coming from my account using my old debit card that has been destroyed and removed from the regions database. The representative at the AT&T store wrote a email to his Assistant Manager and Manager. He also told me be expecting a phone call between Feb 5 thru Feb 10 from AT&T so they can receive the information regarding my past checking account. I told the representative at AT&T to tell them not to call before 3 PM central time as I am working until that time.

On February 5, 2010 a representative called me around 9 AM telling me that I need to call them by NOON on that day to resolve the issue. I got off work at 2:30 PM and after listening to my voicemail, called her back and left a detailed message to call me back. 2 days later and no response. I called again. No answer but in her voicemail she stated if she doesn't call back within 2 business days to contact two other people she listed on her voicemail. I called those two and neither answer. I left both of them a detailed message. And didn't recieve a response from either of them.

On Feb 9, 2010 I called the 1-800 number at AT&T again and spoke to a AT&T business representative. She told me that the case was closed, again due to insufficient data.

Today is the 10 of February, 2010 and the issue remains. I have not been credited nor have been told any information as to why this has happened. AT&T either can't find a answer or doesn't want to. Plus this latest debit took away from my sons disability check. So my son will be not going to some of his appointments as we cannot fund them without that money, or add the needs of food, etc. This is the first out of many actions I will be taking in order to resolve the issue but also get compensated on for myself and my son for this situation.

I am filing a complaint with AT&T Mobility, only to whom it concerns. Note: At the end of today February 10, 2010 this letter will be sent to the Better Business Bureau as a complaint. If these actions are not resolved by the end of February, further actions will be taken.

Got a new computer with a built in ATT air card...$60/month contract.
Went on a short cruise to Puorto Rico, St. marten, Nassau on MCL Cruise line MS Poesia!

Had no ATT reception once left Florida and Paid MSC over $100 for limited access to their WiFi service aboard ship to ck email etc.

Att suspended my service even tho I only used 357 Kb of 5200kb monthly allowance.

Then I rec'd a bill for 80, 613 kb of usage ($1671.95 ) for roaming in Jamaica !

I was never near jamaica and, I am 75 years old and couldn't use that much time if I lived to be 100 !

After my complaint, they said the charges were legit and that was that !

What do I doi next ?

I am having the same problem, with AT&T i ordered the phone bundle and got a total different Bundle, they was charging me for services i didn't even order, when i complained to them and told them to take it off my bill they still charged me again for this service the next month and the next month, i originally ordered the phone service with internet only for $68 a month and they were charging me $192 for one month bill, finally i had to tell them to discontinue all together. I am contacting people with this situation, because I am planning on a possible class action against them. They are overcharging people and making them pay these bills regardless and it's not right. Why should we pay for something we didn't ask for. Any one having the same problem my email address is [protected]@aol.com if you want in to contact me.

Please save yourself the headaches I've had with this service. Time after time, when I turn on the T.V., there is no picture and it takes forever to get it re-set! Additionally, when I leave the T.V. on for a couple of hours straight, it'll time out, and I'll have to push the "O.K." button to turn it back on (let me tell you, my cat gets PRETTY pissed off about this)!

I have only had this service for a couple of months, but today, I made arrangements to go back to my old cable company. Save yourself some trouble, please - don't go with AT&T Uverse!

AT&T U-verse sounded really good. It was great to finally have some competition for the other cable network out there. The problem though is that AT&T launched too soon. Their equipment doesn't seem ready and their customer service certainly isn't. We have had a tie between on viewing days and off. (We have had the service now for almost a year.) We are constantly re-setting the equipment which takes forever to return to functioning. We have called tech support on several occasions and "opened tickets" for new machines to be brought to the house only to call and find out that "no ticket was opened". Thank you very much after a 4 hour hour wait for nothing. How is this company going to stay in business? I am done. The lemon law definitely applies here.

The online remote technology services offered by ATT Connectech are provided through PlumChoice Online PC Services. PlumChoice also provides technical support for other companies such as McAfee and RadioShack to name a few. This means that when you are speaking to a technician over the phone from ATT Connectech, you are actually speaking to a technician from PlumChoice. The technician cannot say that they work for PlumChoice, whether directly or via a staffing firm. They have to say that they work for ATT Connectech because it’s a zero-tolerance “offense” to say otherwise. It’s “punished” by immediate termination.

The technicians all work from home via Citrix servers and they all communicate via IM chat clients where they talk all sorts of garbage about their current customers, apart from sharing their technical knowledge for unknown problems. The technicians are obligated to work on 2 appointments at the same time at minimum and this also means that they are not giving you their full and undivided attention. They are also expected to complete 1 appointment per hour. To them, you are just another appointment number to meet their quotas with the goal being to take as many appointments as possible per hour. In fact, there are weekly competitions for prizes with respect to the aforementioned.

When RadioShack sells you an ATT Connectech Remote Diagnostic appointment for about 30 dollars, they don’t tell you that you’ll be charged an additional 70 dollars after the 20 minute maximum diagnostic time limit passes if you want the technician to continue working on the problem. The additional 70 dollars will turn it into a Single Instance Service that costs 99 dollars total and is only good for one incident, so if you have a virus infection but then also can’t connect to the Internet, that single instance will only cover the no connect issue and not the original virus infection. To cover both problems, the customer will have to “upgrade” to either the Monthly Subscription plan for 15 dollars or the Six Month plan for 150 dollars, both of which provide 24/7 access to remote technology services.

To sum it all up, a no connect with a virus infection that might result in the operating system being reinstalled would cost about 115 dollars not including tax. This is because a person cannot purchase any subscription plans unless they’ve already purchased a Single Instance Service that includes the remote diagnostic service for 99 dollars. If the problem turns into one requiring an onsite technician, then that’s a separate fee that will cost 179 dollars.

The subscription department lies to the customers just to sell them a subscription. They tell them that if they purchase a 6 month subscription, they will get the ATT Internet Security Suite (McAfee Internet Security) for free. The truth is that whether or not they get it for free is completely unrelated to them purchasing any remote technical support plan. It’s based on how fast a DSL connection they are paying for. The top 2 fastest speeds get it for free and all others get it for 5 dollars a month that’s billed to their phone bill.

It makes me mad that I ask the sale person how much I'm going to pay for Iphone/family plan including taxes... tells me one fee.. I get my first bill and it's 60 dollars higher than before! I knew out of experience with other cell phone companies that they only give you a guess without the tax.. So this time I wanted to get down to the point and asked him if he could tell me what the the whole bill is a month including taxes. I don't understand how they can quote me on one thing and then my bill tells me another. If it would have been even 5-10 dollars of, I would still have been ok with it... but $60? I'm so tired of be scared to get phones these days because I know I'm always getting screwed over. Everything they do is in their computer system, I don't even have an actual contract in hand to read over other than the receipt indicating how much I paid for my phone, the 36 dollar activation fee.. and how much money i saved on a 2 year contract. I'm looking everywhere for an actual contract and nobody can get this to me. I called customer service and man.. If I provided a service like that at my job, I would have been fired. I explained my concern as I felt like I was mislead.. I wasnt given any solutions or recommendations on what I should do... so it came down to either 1.) I cancel my phone after 2 weeks of service and pay for each phone 175 dollars.. or 2.) pay this 198 phone bill that was totally misquoted. I've only had this 2 weeks and I can't believe how much this is going to cost me... How can they get away with this and how can they try to sell me on a monthly plan that cost 140 dollars and now I'm at 198 for 2 phones?

I had a home land-line through AT&T for several years. I only used it for dial-up internet service, and my internet was through a different company. I had the cheapest basic service through AT&T, all I had was a dial tone. I used my cell for phone calls, which I had through another company as well. My bill was less than $25 per month from AT&T. In mid-November 2008, I took advantage of a bundling package from my wireless provider and I purchased a cellular modem and wireless internet through Alltel. Once it was up and running, I called AT&T and cancelled my land line. When I got my bill, it was for the entire month of November. No big deal, but I didn't see anything about a cancellation so I called AT&T. They said they had no record of a cancellation, so they supposedly cancelled it at that time. I told them to send me another bill noting the cancellation. A month later I got another bill for 2 months of service. Again I called, again there was no record of cancellation of service. They supposedly cancelled it at that time. I told them I would not pay for December, but if they would simply send me a bill for November I would pay that. A month later I received a bill for 3 months of service. I called them, raging mad, and I told them I would only pay for November, not December or January. I told them that they could check their records and note that the line had not been used since mid-November, because I haven't had anything even plugged into the phone jack since then. I also told them I would pay for November if they sent me a revised bill only charging me for that month. Instead of trying to resolve the matter, they turned it over to a collection agency and now they are threatening to sue me for $75.

I have been a wireless customer of at&t for almost 3 years now and I added a new line and purchased a brand new phone because my old mother was travelling to asia. I also enrolled the phone in the 'international traveller's plan'. Now my mother is in asia and I cannot make or receive calls from her. She is an old lady travelling by herself.

I contacted at&t today who were so rude and un-helpful and also hung-up on me twice (Including the supervisor) for the 'at&t travel department'. Ms. Lorena and her supervisor ms. Rowlings or whatever their last names were, informed me that the travel plan was never added 2 days ago because the line is not eligible for international roaming because it is less than 90 days old! When I called 2 days back at&t confirmed that the international roaming is added! First of all why was I not informed about the 90 day rule by at&t about this when I called to add the plan? I would never have spent that money! Secondly when I requested her to over-ride the 90 day rule, she rudely came up with another excuse saying that my service was disrupted in the past and hence I am not eligible.

This customer service sucks and this is very frustrating and all the more reason why now I am truly thinking of changing them and moving on to someone who will atleast be nice to thier customers!