AT&T
reviews and complaints

November 25, 2017

I spoke to an ATT customer service representative yesterday about activating a new phone onto my account. I was told by the representative that the SIM card I had could be reprogrammed. He told me he put a "ticket" in and that my new phone would start to work in a couple of hours. Although this did not seem accurate to me, I said great. After 24 hours, the phone still was not activated so I called ATT today only to be told that there is no way to reactivate a SIM card and I would have to go to a store to get a new one.

It is beyond my understanding why your agency would not properly train your customer service representatives to relay accurate information to your customers. I am a long term customer of ATT. I am extremely disappointed with this incident. I feel that we call your company o get assistance and information, not to be misguided and mislead by untrained employees who, obviously, do not now their job.

I am seriously considering looking into new carriers. Thank you.

My name is Lizette Vazquez and my mobile number is 201.286.1903.

I understand that our Internet & phone service fees are raised every year but I take exception to the aggressive fee increases that at&t force on us for copper base landline service. Just about every month my phone bill goes up. I called and they claim that my basic phone hasn't been raised but blaming the government for these fee increases. I don't believe it because they want to do away with the copper base landline which is highly reliable forcing us to go to a wireless system that is not very reliable. Birch was bad enough though I got a better phone package but at&t is far worse and I'd rather not have a wireless phone if I can't have a copper base landline .

at&t doesn't give a bovine feces about senior citizens either because they continue to gouge us senior citizens who are happy with our copper base landlines. Don't these people understand when we need our phones the most that if we have that wireless garbage that may go down at times could cause a life or death situation. I hate at&t worse than Birch and I can't seem to find another phone company that will offer me copper base landline service at a reasonable price anymore. My computer isn't even wireless and you people need to understand that wireless Internet and phone services are too vulnerable to shut downs and hacks.

I'm also not poor enough to be on at&t's lifeline though I'm on Social Security. And yes I have complained several times but my complaints fall of deaf ears.

I just had to file a complaint about my experience today with the horrendous ATT "customer support team"..I have an hour and a half commute to work here in Los Angeles and I called near the beginning of my commute and after going around and around with a mindless agent, I finally asked to speak to a supervisor and he put me on hold and disconnected me after an hour and a half of my life was WASTED! I called back again and was disconnected...called back again only to ask for a supervisor and the agent said she wanted to go over my bill WHICH IS TOO HIGH EVERY MONTH..and I told her I wanted a supervisor. She asked me to hold only to come back again and keep going over details that don't matter..a supervisor by the name of "Shawnje" finally came on the line and after another 20 minutes, she wasn't able to lower my bill at all. When I originally signed up with ATT, I was quoted $110 a month for Direct TV, Uverse, Internet and landline, yet for the past 4 months, I keep getting bills like $148, $128, $139..every month I call and I am assured that the bill will be $108 plus tax the next month and the bill is always high again (I'm not including the 1-2 movies I rent a month btw). I must have been asked 13 times for my cell phone number on the calls I spent 2 hours on this morning, yet whenever I was disconnected (on purpose I believe), I was never called back and had to start all over again!

Like a total fool I just signed my family up to a 4 line ATT wireless account with unlimited data thinking it would save me money to bundle, but I have already had 5 dropped calls on the busiest freeways in Los Angeles! I was formerly with Verizon and had VERY FEW dropped calls. Your service is horrendous and you need to train your customer service reps to respond with ANSWERS not wasting people's time. I want my bill lowered from $128.25 down to $110 or I will cancel ALL SERVICES with ATT within the next 30 days..so is it worth it to save $15 ATT and lose $400 a month from a customer?

Our internet has been out since 2:16 pm 11/17/17. It is now 7:40 am 11/20/17. This is an area outage and we were told it would be 24 hours.
Our 19 year old mentally disabled son had asked for one thing for Christmas, an early gift. He wanted to watch the pay preview WWE Survivor Series event. But since we have directv and our internet service is down that didn't happen.
I just wanted to thank you for ruining the one thing my son wanted for Christmas. Try explaining this to a special needs person with a mind set this was going to happen. And due to that outage and everyone in the area using their cellular devices the data is exceedingly slow and sometimes doesn't work at all. So it's not like he could have even watched it on his tiny phone.
I don't know what the reason is for this outage and I really don't care. I do know I will be looking at switching to another carrier for our home and mobile.
And again thanks for disappointing my son.

I have paid my last bill with U-Verse twice and now it's been put on my credit report. He last time I paid it was 2016 when I was trying to get direct tv in my condo and was told that I had a 7( dollar balance that needed to be taken care of before I could get services. I told them I paid it already but they argued that I hadn't. Since I could not prove that I had paid it because I was with a different bank, I paid it again. I was on the phone with the agent when he confirmed the payment went through and the technician was scheduled to come out. Now a year later I've received collection calls and it's been placed on my credit report. If it was something I had not paid more than once I wouldn't care but I have taken care of this and have had at&t services since so my question is why is it still being put on my credit?

Acquired ATT service Feb 2017 in unit 317. A year later, we moved across the hall in the same building in unit 316. The tech arrived to install the service and immediately knew there was a problem. According to the tech, the way the service was setup, it created in installation problem. After 5 hours, the tech completed the installation. The tech stated to us that this installation will become a problem with billing. A month after installation, we get a call from the leasing office stating that the new tenant could not get ATT service because there was still service active in the previous tenants name(MINE). I immediately contacted ATT and they told me they did not show any service other than unit 316. So I told this information to the leasing office. The new tenants had issues for 2 weeks trying to get service in unit 317. In March 2017, I received a letter from the collection agency about a $320.23 billing. I contacted the collection agency and disputed the charge and they told me I needed to contact ATT about it. After speaking with ATT the first time in March 2017, I was told they would submit the information and get it rectified. Meanwhile, I was getting daily calls from the collection agency. Long story short, I spoke to 10 different representatives and this is still not resolved. The last rep I spoke to actually was more detailed with dates of service to determine if the billing was overlapping and it was. She apologized to me for all of the inconvenience and said she was going to submit this information to the manager (or whomever) and that they would send the correspondence to the collection agency so I will no longer get calls from the collection agency. I quit getting the calls, so I assumed that they finally fixed the problem. Well needless to say, I received another letter from a different collection agency than the previous one. This has been an ongoing issue for 9 months now. I do not understand why this is such a difficult task for ATT to fix. This company has a lot of internal issues to fix. I need help to resolve this matter before it is placed on my credit. Does anyone know how to fix this?

I called to verify that I could receive the high speed Uverse at my address. I was told yes, that I could, so I setup an account. I couldn't figure out why it was so slow, so I called and a tech was sent out. Not only did I NOT have the high speed, but my side of the street couldn't GET the high speed. At this time though, I was locked into a contract for a year. I called a couple weeks before my contract was due to end, and had it setup so that on the last day of my contract it was cancelled, and I would receive whatever was needed to return their equipment. Didn't happen. I had another service provider come in and setup a new service (WAY BETTER) and stopped using At & t about a week prior to the contract being up. Assuming that things were shutoff, I didn't check, until my account got hit with another withdrawal. I called and the person I spoke with (didn't speak very good english) but apologized, said that he would refund my money and send me an e-mail within 2-3 hours about how to return my equipment. Again, didn't happen. I call today, am informed that not only will they NOT return my money, but that they can't see my usage (which the foreign person stated he could), and since I cancelled my account, I can't see the conversation I had with said foreign person anymore for proof. This place is a scam. They steal your money, give horrible customer service, lie to get you into a contract, and what service you do get stuck with is horrendous.

It all started on early Nov. I called to request info about internet and the rep mentioned about a wireless internet device called "velocity" as an great alternative to get faster internet and save costs. He told me that his honest advice is for me to use this device because it was fast and cheaper specially because my plan was gong to be upgraded to unlimited data after adding a 3rd lime for the devise to be connected. A big lie, when received the device I called to activate it and then is when I learned that I need it to pay more to upgrade my data plan to unlimited plus and that it would be $20 more for the extra line (which I was told) and on top the activation of $45 will not be waived (which it was not what I was told). I told the rep. that I din't want this device and that I would send it back and to please cancel everything. Sl, I send back the device and forgot about it until today I received the bill and the charges of conecting the device and the services are there for a total of $64 + taxes.
Well, I decided to call and find out why these charges were there and also why other charges where in my account for a equipment upgrade. Ok, let me go back, Last friday I went to the apple store and got 2 Iphone X's and to activate the phone I called from the store AT&T. The rep. told me that the activation fees would be waived since I'm a long time customer (14 + years) and that also during that week AT&T was waiving activation fees for upgrade devices. This rep also mentioned about a buy one get one free Iphone8 promotion. So I got the Iphone 8 and add an extra line. Well it happens that you need to be in a contract for 30 months and that you are paying for the monthly installments and AT&T will credit it back each month. Not what I heard from the first rep. According to the first rep. I will only pay for the installments for the first 2 cycles and them At&T will refund those charges and there after I will not be paying any more installments. Another BIG LIE... I found out that if I break the 30 months comitment I will be billed for the (free phone) remaining balance of the commitment. What a deceiving marketing promotion!

anyway, going back to todays call to complaing about the aditional charges, the first rep "Maikera" was so rude and disrespectful dealing with this legit concern, several times she wasarguing and raising her voices instead of paying attention and processing the information before providing the correct response. She ended up saying with a loud voice "We don't going to reverse any charges, all of those are correct and you are responsible to pay". --- I request to speak with her manager and she put me on hold for 1 hour and 16 minutes. The manager whose name is Charnelle (customer retention) was equally rude. She said exactly the same except that this time I make sure she was noting everything we talk. Se said that after 2 cycles they will be providing me with the refunds for the activation fees for the 2 upgrades and the new third line for the wireless mode "velocity".
During all the conversation I never heard a sincere apology. I even mentioned that during 14 years I never felt so disrespected by AT&T reps and that it was bad that she never said " I'm sorry for how you were treated by the previous employees". she got defensive and said "how many times you want me to repeat I'm sorry, I already said it many times". I said to here. is this how a manager talks to a client? she didn't responded... Anyway. I am just sumirizing my long, very long conversation with all these employees that are not really refleting what AT&T customer serve is or at least it used to be before these calls.

I hope the current situation in society is not a reason why some people are forgetting about caring for others and respecting those that pays for services hence providing them with jobs.

Thanks, Rene M.
[protected]

I keep being charged overages when I am supposed to have unlimited on 5 of my devices. Every time I call they give me the same run around, only 5 of my lines are covered (if that's the case them two of my lines have been suspended the entire month and only 5 have been used), they state that moving forward it won't happen which is exactly what they said last month. I paid a $600 Bill last month and this month it is $700... how does that work?! I told them I wanted the overage charges removed and they stated they would credit my account. Why not take the overages off and let me pay my normal Bill? This isn't my mistake and I have been lied to. I can't seem to get anyone on the phone or through chat without a run around.

AT&T Survey,
There are some problems in AT&T service.

1. I'm suspicious of the AT&T store sold me a used phone. The store is 11600 Olive Blvd, Ste A-1a, Creve Coeur, MO 63141.

2. When I went to the store trying to fix bad phone speaker, the store assistant manager Lisa ksknidge refused to answer why two thousand photos in my phone. When she talked to a customer, her tone was weird, and in bad attitude.

3. Lisa ksknidge can not perform manager's duty. She doesn't know how to serve to customer. Her performance was worse than other sellers. 🖓

4. I have been an AT&T customer 10 years. I wish AT&T explain why the phone existed more than two thousand other people's photos. Those photos are not show in phone albums, but they show out when transfer photos to computer.

5. I wish to hear how AT&T educate Lisa ksknidge doing her job.

My contact phone number is [protected]

AT&T took my money knowing they had no service in my area. I paid $109 to start account more than 30 days ago. When the people came out to set it up they realized they had weak service in my area. I cancelled everything that day. I have not received my money back yet. I was told I had to wait 30 days for my refund. Which I don't understand but I waited. It has been 33 days. I called several times during the 30 days to see if I could get my money sooner. Today I was told nobody in customer service put in for my refund. So... I need to wait another 5 to 10 days to get my money. I hate everyone who works for AT&T. Don't get caught up with their scams! It's easy for them to take your money but crazy hard to get it back. Everybody at AT&T can eat [censor] and die!

I just received my wireless phone bill which seemed much higher than normal. I left for italy on sept 25th of this year and returned on oct. 5th. I had called at&t to pay for the passport plan they offer and to give them the dates that I would be gone. I did pay for this plan but that is not the problem. At&t is telling me that I made a long distance phone call that lasted 65 minutes at 9:26 pm on 9/28/. I told the at&t rep that I was talking to on the phone that I did not make this call, and I kept repeating that I did not make this call, all the at&t rep kept saying is that their records show that I did. This record is suppose to come from italy. I said how can I contact italy and he said we can't. The at&t rep then said that I also sent text messages to the same phone number that I was supposed to have called, and again I said I did not call that number and I did not text that number. I told him that there was only three phone numbers that I would text too. All the rep kept telling me was that our records show that I made these calls and texts and i
Told him I did not care what his records showed, I did not make these calls and texts. I told him that I am not paying that portion of the bill and hung up. I know I will be having a problem with at&t when I don't pay so I am trying to get this corrected before hand, can you help?
My account #[protected] is from at&t and the phone # in question is [protected]

This is my 1st time having Att and I'm ready for a full refund. I have never had such a problem to activate services. I paid you my money and while the tech is in my house putting the server on. An order of cancelation comes in and he can't continue, I was on the phone for over 2 hrs and lost a day of work. Transferred to 8 DIFFERENT PEOPLE and no one could tell me what is going on. Only that they can't help me but someone else can. It's easy to pass the problem to the next person and no one take responsibility for anything! This is not ok... you have my money I have no service and lost money taking today off of work. After getting transferred 8 times the last transfer was to a recording saying that you are now closed and to call back in business hours. If I would have known this was going to be a problem I would have just called comcast. Someone needs to call me and help me fix this. Someone from the USA

Trying to make a left turn at a green light with oncoming traffic having the right of way. The AT&T van behind me honking aggressively as I sat there waiting for the oncoming traffic to clear so that I can make a left turn at a green light. AT&T and bags went around behind me and took the last turn even with oncoming traffic still turning. VIN number I do not know but the license plate is DPP2684 this was in Edinburg Texas on Saturday at 12:50 PM.

Been with at&t for 1 5 years got locked in with next program, I fell onto very hard Times can't afford the phone's I have 0 money's tired to work something out. And instead of helping you suspended all phone's and raised the bill. I have never missed a single payment and I'm not in the rears. What kinda of customer service do you have, loyalty means nothing why the heck you won't workout some sort of deal is just wrong and unamerican

These at & t are crooks... I sent my payment every month 10 days ahead of due date... These low life [censor].. Said that they recieved my payment late... But it turns out that these inbeciles do this on purpose.. To ripp off the consumer at $ 5.00 a piece... So they posted my payment 1 day after the due date... I hope I can find more people with this ripp off by at & t

After a technician drilled one hole to drop a wire, my home is left with partial power, damaged appliances and electronics and myself to pay for it all😠. The electric company stated we needed to go after AT&T... 😧 Which I ended up doing..😑

Since the technicians boss stated his employee followed proper protocol (he wasn't here at anytime to observe proper protocol). Sedgwick says they are not liable. Just wanted to add as the drilling was going on my son's surge protector blew up and all power was out. But hey he followed proper protocol. 🤔

Not one person has come out to assess damage other than Georgia Power. How is a denial possible without assessment? The boss coming out after the fact means nothing.

This isn't the first case of its kind, so be sure you follow the techs around and watch what they are doing because you may end up with a home worse than mine.

On tuesday 10/24/2017, at&t directv scheduled to install their directv satellite dish and equipment between 8 am to 12 pm at my house that requires 2 hours and 15 minutes to install, but the schedule was modified by at&t directv to wednesday, 10/25/2017 between 10 am to 4 pm without notifying me. So I agreed to have at&t directv technician to come on 10/25/2017 between 10 am to 4 pm. Finally, an at&t directv technician showed up at my house around 2:15 pm on 10/25/2017 and spent 15 minutes here, then finally told me he was not comfortable to do the job and told me there would be another at&t directv technician would be here. I asked him why he was not comfortable to do the job and he said he could not tell me other than told another technician would be here. I confirmed three times that another at&t directv technician would be here on 10/25/2017 (The same day) and the technician told me yes. However, the other at&t directv technician did not show up during the 10 am to 4 pm four hours window. I called back directv on 10/25/2017 and filed a formal complaint about the local at&t directv installation team with a customer care supervisor and rescheduled a time for at&t directv to install directv satellite dish and equipment on friday, 10/27/2017 between 12-4 pm. However, there was no single technician showed up at my house within 12-4 pm and the dispatch department [protected] in kentucky) called me three times and stated that the at&t directv technician was on his way to my home between 4 pm - 6pm, but there was not any at&t directv technician showed up at my house. Finally, the dispatch department [protected] in kentucky called me at 8 pm 0n 10/27/2017 and told me the at&t directv technician was not able to make it. This has been extremely frustrating and I told the representative at at&t directv service dispatch department [protected] in kentucky) to cancel the order completely and I have been no longer interested in at&t directv service anymore and asked for them to reimburse my hours wasted with at&t directv service. This is a very unprofessional and unacceptable service experience from at&t directv and I deserve my 14 hours wasted within a week to be reimbursed by at&t/at&t directv service as a whole. This matter must be resolved as this is one of the worst services that I have ever seen.

On tuesday 10/24/2017, at&t directv scheduled to install their directv satellite dish and equipment between 8 am to 12 pm at my house that requires 2 hours and 15 minutes to install, but the schedule was modified by at&t directv to wednesday10/25/2017 between 10 am to 4 pm without notifying me. So I agreed to have at&t directv technician to come on 10/25/2017 between 10 am to 4 pm. Finally, an at&t directv technician showed up at my house around 2:15 pm on 10/25/2017 and spent 15 minutes here, then finally told me he was not comfortable to do the job and told me there would be another at&t directv technician would be here. I conformed three times that another at&t directv technician would be here on 10/25/2017 (The same day) and the technician told me yes. However, the other at&t directv technician did not show up during the 10 am to 4 pm four hours window. I called back directv on 10/25/2017 and filed a formal complaint about the local at&t directv installation team with a customer care supervisor and rescheduled a time for at&t directv to install directv satellite dish and equipment on friday, 10/27/2017 between 12-4 pm. However, there was no single technician showed up at my house within 12-4 pm and the dispatch department [protected] in kentucky) called me three times and stated that the at&t directv technician was on his way to my home between 4 pm - 6pm, but there was not any at&t directv technician showed up at my house. Finally, the dispatch department [protected] in kentucky called me at 8 pm 0n 10/27/2017 and told me the at&t directv technician was not able to make it. This has been extremely frustrating and I told the representative at at&t directv service dispatch department [protected] in kentucky) to cancel the order completely and I gave been no longer interested in at&t directv service anymore and asked for them to reimburse my hours wasted with at&t directv service. This is an very unprofessional and unacceptable service experience from at&t directv and I deserve my 14 hours wasted to be reimbursed by at&t/at&t directv service as a whole. This matter must be resolved as this is one of the worst services that I have ever seen.

AT&T has been incredibly difficult to work with in remedying a billing issue. Almost 2 years ago they up sold us and stated that due to the items we had upgraded and purchased we were able to receive a free phone. We accepted the offer and added one of our children to the account. Since that time I have made countless phone calls to AT&T to try and correct the fact that AT&T has been charging us for the "free" phone. Two years have passed they have told me innumerable times how they are going to fix it... I have now been on the phone with them for over an hour- talked to several different people who are going to "fix" it. Now I have been transferred again and get to retell the story. At this point I believe that they are practicing fraudulent billing practices and as such you should rethink your desire to work with this corporation.