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2.2 2158 Reviews

AT&T Complaints Summary

644 Resolved
1503 Unresolved
Our verdict: Engaging with AT&T, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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4:15 pm EDT
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AT&T improper billing & sales practices

20 May 2011
As a medical professional in Baton Rouge, Louisiana, I have ethical standards that I hold myself and my practice to as well as my associates. I advertised with AT&T Yellow Pages/AT&T Advertising Solutions/BellSouth Advertising & Publishing Corporation (AT&T) for several years and find the way in which this company has conducted business, specifically over the past two years, has been completely unethical and unprofessional.
I signed a contract with AT&T for advertising with a monthly charge of $1, 153.60 and Mr. Michael Thomas was assigned by AT&T as my account representative. Mr. Thomas advertised and promoted Internet Directory, Internet Hosting, and several other internet services that directly resulted in an increase of my monthly billing from $1, 000.00 to $3, 478.00.
Mr. Thomas provided updates on the business generated by the AT&T internet advertising that proved to be inaccurate when compared to www.googleanalytics.com. When presented with this information, Mr. Thomas continuously defended the information provided in the updates from AT&T yet agreed to remove the unwanted services as I was exceedingly dissatisfied with the quality of service I was receiving. Even though I requested the removal of unwanted service, AT&T continued sending monthly bills with charges for services that I no longer wanted. When I initially established service with AT&T, I signed a contract but was unaware that business agreement where my service representative could arbitrarily disregard the requests of the client.
Recently, AT&T filed suit against me in Georgia although I reside and practice in Louisiana where there is a local branch. I contacted my attorney to investigate this case, and my next step is to file complaints with the Fair Trade Commission, the Consumer Trade Commission, and the U.S. Federal Communications Commission as I firmly believe this to be a breach in contract and unethical business practices of AT&T. Furthermore, the Better Business Bureau Code of Online Business Practices have not been upheld since AT&T did not remove the additional internet advertising charges at the request of the consumer. My intention is to find a reasonable solution to this matter.

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AT&T dsl discount package not honored

I ordered a DSL package from ATT on Dec 15, 2010. The package was based on getting rid of my cable internet connection (Time Warner) for DSL Elite at $19.98
per month for one year. I agreed to this and set up the DSL internet; however, they did not tell me that my METRO line was discontinued. I called back to get my METRO line installed, which was a change in phone number. I told them that my contract with them is not to change due to their incompetence. I have had the DSL for 5 months and have to call them EVERY Month as they keep charging me $40.00 for a contracted $19.98. I'm tired of calling and getting this fixed. I went to the website to find out about my contract times and found the contract STARTED AND ENDED on the SAME DAY! How can this be? Where's the Discount Package? I should not have to call every month for them to HONOR Thier Contract! Frustrated.

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michael porterfield
nesbit, US
Oct 04, 2009 10:24 am EDT
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i was told back in feb. to send my old bill from comcast to att which i did and i would get 125.00 rebate which never happen.so if you want to do business like that i think i would be better off somewhere else

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AT&T unauthorized charge, misinformation of contract end date resulting in early cancellation fees, intentionally charging for services not used

Summary: stay away from AT&T. I am now a Tmobile customer and so far have seen a greater level of transparency as opposed to the old Tmobile.

Issue 1: Early cancellation due to misinformation by AT&T reps.
- Fully conscious of contract cancellation fees, i called AT&T on multiple occasions asking when my contract expires. The reps on 2 occasions said that April 12, 2011 was the expiry date. After i cancelled on April 15, 2011, then i received a final bill which included cancellation charges. When i called to inquire, they told me the contract was over in September and even though they could see records of all the past calls, they would not honor what the past reps had told me, and insisted that i pay the cancellation fees.

Issue 2: AT&T does not remove Iphone data plans when a user removes the iphone from their account.
- When i lost my iphone, i called to deactivate the line. The rep deactivated it but did not inform me that the data plan would still be active. This should be the responsibility of AT&T to remove the plan.

Issue 3: Knowing that AT&T would be charging me for my final bill of which i disputed, i went online to remove the automatic payment. AT&T charged me automatically anyways, illegally charging my credit card without permission.

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suezry
Metairie, US
Aug 16, 2012 2:50 pm EDT
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I have had nothing but trouble with AT&T Uverse. In November 2011 I decided to bundle my cell phone, internet and uverse together. Boy what a BIG mistake. The customer service representative did not bother to tell me that I had to pay 3-months in advance for my cell phone. So between December 2011 - March 2012 I have paid over $1, 600.00 to AT&T for charges they say I owed. One month my bill was $654.00 - that is more than my house note. In June 2012 I decided to cancel my service with them for good. I sent the equipment back to them and requested that they send me a final bill. No bill was ever received, but they did zap my checking and overdrew me with the bank for $432.64. You can talk to 50 different people in that company and you get 50 different answers regarding the same question. They have really gotten "too big" for their britches.

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avis mints
Boston, US
Jul 01, 2011 2:29 am EDT

That is absurd, clearly you are not the only one. Many people are finally complaining about AT&T and their ridiculous fees, especially on the data plans. Did you know that independent researchers claim that AT&T routinely overstates data usage by 7-14%, and in some cases up to 300% on users iPhone and iPad data plans. That would mean that if an iPhone user downloads a 50KB website, AT&T’s bill would overstate the traffic as 53.5KB (a 7% overcharge) to as much as 150KB (a 300% overcharge).

You should check out this article from Scam Book: http://www.scambook.com/blog/2011/06/is-att-over-charging-you/

Also I recommend that you visit their website and file a complaint, scam book has their own legal team which is readily available to assist victims of consumer deception by filing class action lawsuits on their behalf. The law suits are actually dependent on how many people filed complaints, if there are enough people to pursue the case you could have a chance of retrieving your refund.

Good Luck.

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AT&T customer service

We got ATT DSL 11 months ago. I have had issues with ATT in the past, primarily their customer service, but I went ahead with the order anyway. I called and asked for the cheapest DSL possible with no phone line. They said they had a $19.95 deal going, but failed to mention there was a year contract requirement. The "deal" was saving us $10/month. We bought a new home as the lease was ending in our old place, and called ATT to transfer services. They said they didn't have DSL there, so we would have to cancel since we were no longer at our old address. They did not tell us there would be a $150 early termination fee. Then we got the bill 3 weeks later with the extra $150. I called immediately and was told there was nothing they could do, "company policy". They said the bill was final and could not be changed. They did say that if I wanted to start home phone service for only $15/month they would be kind enough to send me a $100 gift card. I was willing to pay out the contract term and a portion of the early term fee, but they would not negotiat at all. I had to pay it all. They went by the contract, butt hey were very sneaky in their actions. I, nor my family, will ever use an ATT product again. I will do my best to spread the word of how little they care for the customers. They only care about bleeding a few extra dollars out of you. I will do what I can now to try and stear as many friends, family and co-workers I know away from this company. My goal is to cost them much more than the $150 they took from me.

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gary thurman
Forney, US
Oct 10, 2010 8:30 am EDT

dsl service went out several days ago called att they ran line checks said no problems had me do several checks inside my home still no dsl service got call that evening from att said they would have tech out next day and check out and if problem inside home there would charge for repair if outside of home there would be no charge tech came out checked he said problem on there end and several other homes same problem he would call and let us no what he found never got a call . saturday called att about dsl problem they passed me around to several techs telling me to try several things to try . after 4 hours of waisted time that if i would pay a fee that there tech 3 would fix the problem. spoke with manager because i did not agree with paying fee he hung phone up on me . maybe att has to much business to were they can can do as they please .

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AT&T data usage

In view of the AT&T data scandal, and having been a victim thereof, I have seriously audited and deleted non-essential apps, which happened to be most of them. I am also self imposing a moratorium on any app purchases I do not absolutely need until the scandal is resolved. The scandal also caused me to re-examine my iPhone's purpose, and quite frankly, all I really need is the phone, anything else and I'll find a wi-fi hotspot.

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AT&T unreliable, false advertising

I only pay about $25 for my internet service, but with the quality that I'm getting, I should be paying less than 15. Sometimes I have days with few problems, and some days my internet disconnects every 5 minutes. Literally. It takes about 20 seconds for it to come back on. This SUCKS for online gaming because once you lose the connection for a little while, you get logged out, which messes up my progress. It also ruins online voice calling and video sharing. It can sometimes stay like this for over 15 minutes! I am also supposed to be able to download at a rate of 3008 kilobits (376 kilobytes) per second. I have yet to see a single download speed of more than 320 kB/s, even at it's peak.

So what am I paying for? A connection that can drop at any moment and ruin whatever I'm doing, download speeds that are 50kB/s less than advertised, and on top of that, Customer Service won't help one bit. They just tell me that it's my internal wiring in the house, but I had that checked out and it was all fine. I'm switching back to Time Warner. I don't care if my internet speeds are half of what I have now. As long as my connection never drops and my bandwidth works as advertised, I'll be happy.

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houston_texas_ng
Houston, US
Mar 08, 2010 4:17 pm EST

Hi, I am customer of ATT DSL service since March 2008.

I had account ( A ) with ATT for Internet DSL from March 2008 till Oct 2008 in Brenham. then I moved to Houston in Oct 2008 and requested for DSL Internet Service and they asked me to disconnect my account A
so I did and they told me that technician will come to your new apt to enable the account [ B ] but he never came to my new apt

then I moved to another apt in same community in Nov 08 and requested to ATT Uverse. Technician Came and installed it. No one talked about account [ B].

I had ATT uverse till Dec 08.

Then I moved to another apt in same community and requested to disconnect my att uverse and provide me att dsl service. So they disconnected my att Uverse and enabled the DSL service account [C]

Since then I am using account [C] and paying my bills regular.

Last Month Feb 2010, I got the notice from Collection company to pay the pending bill for att dsl service Account A [ Oct 2008- April 2009] I told them that I never used that service so they asked me to call att.

I called att and told the complete story. Customer Representative told me that they will adjust the charges.
After two weeks, when I called backed to att to check the status, they told me that charges adjusted [ Only $29] but still have due of $248 and need to call collection company again.

What are the options for me? Why I have to pay for service which I never used? Please Help!

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AT&T technical service unavailable

Recently I purchased a Go-Phone plan which includs connection to internet. While I can make and receive phone calls, I can not connect to internet. My phone (Nokia 2730C) shows "invalid web setting." Nokia suggested me to contact AT&T because "it is your service provider's responsibility since they were the one who offer and support GPRS internet services."
While I had tried hard to contact AT&T for assistance without success. The service no. of "Go-Phone [protected] provide options for checking balance, adding money, etc.. But one can not reach a live person.
Finally I found out that it is stated on their web site http://www.wireless.att.com/support/content.do?page=phone-device-support%20
"You can not contact us directly via phone, or in person".
Neither is an e-mail address provided.
I am so surprised.
What kind of customer support!
How can it be for such a big company like AT&T sell a product (plan) that does not provide any technical services.
How can this happen in United States ?

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AT&T dispute att bill account # [protected]

I was a previous customer with att, I disconnected my service due to bill was too costly. At that time the bill for 500.56 (Account # [protected]) was my responsibility, however on 3/14/2011 an att sale agent name bryan brewer came to my home with a promotion stating that if I return back to att as a customer, then my previous account balance would be forgiven. I told agent brewer the promotion sounded great, and that I was willing to return back to att as a customer based on the above promotion, and the new low monthly fee to have att. I was under the impression that everything was taken care of, until I received an collection bill from your company stating that I owe $500.56 from the last bill that mr. Bryan brewer promised that att would forgive based on returning back as a customer. Mr. Brewer gave me his personal phone stating that if I had any questions/concerns that I could call him. When I received this notice from the collection agency I called mr. Brewer he told me he would fix the problem, and could return back to my residence and correct the problem, however when I tried to reach him again he would not pick up the phone, I left several messages explaining to him what was taken place. I was very pleasant in talking with him, but still no reply on his part. Mr. Brewer telephone number is [protected].

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AT&T overbilling

I have had an at&t yellowpages add for about a year and a half now and I received a phone call about upping my add to hit more markets and more search words. I have been paying $35 a month and the lady on the phone said that my new bill would be $42 a month if I switched to this plan. Mind you I've never received a call from this add yet. They did a voice verification over the phone at this time, where I agreed to the new bill being $42 a month. Well I get my first bill and it is $66.73. Hum? So I called someone at AT&T and they said I've been 30 days behind on my bill and that's why. So I had to get all my info from my bank to show them I've never been late. So I sent in the $66.73 and the lady said I would be credited for the overpayment. My next bill was $72, no where close to $42 a month. The next person I talked to said it was a pro-rated fee, which the person I talked to when I signed up said nothing about a pro-rated fee, I even had them play back my conversation that they recorded, and explained to them they told me nothing about extra fees. I've talked to 5 people from this company now and wanted to cancel after the second person I talked to, and now I have a contract for the next year. I've told the last person that I talked to that they're sales people are disclosing this information when they're selling you this. She said that the sales people don't know about these extra fees. What a line of ###. I want people to know about this and beware of it. Never do business with them.

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avis mints
Boston, US
Jul 01, 2011 2:39 am EDT

If you ever used your internet or any apps that require internet use this is why you were over billed... or simply because they felt like it. AT&T routinely overstates data usage by 7-14%, and in some cases up to 300% on users iPhone and iPad data plans. That would mean that if an iPhone user downloads a 50KB website, AT&T’s bill would overstate the traffic as 53.5KB (a 7% overcharge) to as much as 150KB (a 300% overcharge).

If all the AT&T users who were over charged on their bill united and spoke out against this unfair and deceptive business practice you would get your money refunded. The best advice I can give you is to file a complaint on scam book. It look like there might be a class action suit filed, but it is not definite. Also check out this article that scam book published, it is about their data plans.

Reference Article: http://www.scambook.com/blog/2011/06/is-att-over-charging-you/
File Complaint: https://www.scambook.com/report/submit

Good Luck.

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AT&T u-verse installation

AT&T told me I could not keep my internet services when I discontinued my phone service on that line. After listening to the options, I opted for U-verse internet. They promised me there would not be any loss of internet. I woke up on the day of installation and the internet service was off. When I called to complain the guy cut me off during the phone transfer to a different department. The technician arrived that afternoon. He installed the U-Verse. The next morning I went to use my phone and it was not even plugged into a jack. There was no phone service to my father in law's separate line and bill either. They said they would send someone between 4-9 to fix it. They sent a u-verse guy who could not fix the land lines. In looking at it my husband found out that the technician had cut off all of our phone lines and left the wires hanging outside the outside box. He even removed the screws. He also disconnected all of the lines inside the house. He installed only u-verse in the house. Even my father-in-laws separate line was cut off. They refused to send us to speak to a supervisor. Supposedly a technician will come tomorrow to fix the problem.

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AT&T telephone pole guide wires

I have six guide wires on one att pole. I want to use that part of my property for a patio area, but four of the six guide wires will not let me do that. I called att and the sent out a engineer that was a "JOKE". He told me that there was no way to move them. Then he said just one minute and went and look around came back and said we might be able to move it for $30, 000 dollars that was a ball park amount nothing on paper or should I say toilet paper. Now I know what att means when they say reach out and touch someone. I have only .26 of a acre and four phone or power poles on it.

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AT&T equipment return

On February 25, 2011, I cancelled service with ATT Uverse as we were moving to a new location without ATT Uverse service. On February 28, 2011, I returned ATT's equipment through UPS. UPS shows that ATT received the equipment on March 3, 2011 with a tracking number. Probably mid-way through March, I received a letter from ATT Uverse stating that I had not returned my equipment. I called ATT Uverse and spoke to customer service and gave them my information. They looked up my account and said they indeed had received my equipment and would resolve the issue. Around two weeks later, I received another letter saying they were going to charge my account $425 for equipment I had not returned. Yet again, I called them and they said they would resolve the issue and would not charge me this amount. On May 4, 2011, I received a charge on my credit card for $425.02. Once again, I called ATT Uverse only to be given the run around and told that they could only open a case and forward it to the department that handles equipment returns. After speaking to supervisors and managers, nothing has been resolved and I'm left with a $425.02 charge for equipment that I RETURNED. It has been two months of trying to resolve this issue and I can't seem to get a hold of anyone who can fix the problem. There's no way to communicate to the equipment return department and customer service has proven to be inept at accomplishing anything.

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Update by avbowman
May 04, 2011 9:34 pm EDT

I liked their programming but they are really expensive compared to the other cable company in our area. I've read nothing but complaints about them though... overcharging, billing people even when they've stopped service, and even charging people hundreds for equipment they've supposedly never returned. I will NEVER get ATT U-Verse again. I can't get through to anyone in customer service and I've heard of them sending people to collections if they don't pay the amount. I've already sent a complaint into the BBB and FTC.

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Jerry Grinstead
, US
Jan 23, 2017 6:07 pm EST

I have also been charged for equipment that I returned. I returned my UVERSE Modem through USPS, and have tracking information with proof of delivery. I have called three times, and suffered through one chat session, and am still waiting on a refund, amid threats of collection on the account. the first time I called, I was told that the tracking information was verified and the charge would be reversed. The second time I called, I was told only a portion of the charge could be refunded and the rep was unable to explain other than I still had to pay the taxes, which did not equal the difference. I asked to speak with a supervisor and was told I did not need to speak to anyone else. When I insisted I wanted to talk to her supervisor, she hung up on me. For about 10 minutes, the account showed online that there was no payment due, and then the balance appeared again. The third time I called, the rep acknowledged that the second rep cancelled the case, so she reopened it. The chat session, all they did is apologize, and promise to look into it and let me know. I will see if I get a credit, but it seems unlikely. I'm preparing to file a claim with their dispute resolution service. I have tracking number (the tracking label ATT provided), and still can't get a credit for the returned equipment.

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all4knowledge
, US
Nov 14, 2016 12:42 pm EST

I also returned their Uverse modem through a UPS outlet and I made the mistake of not requesting a tracking number. Long story short, ATT claimed they never received it and charged me $100 for something that I returned, it's no longer in my possession. I had to pay and I will never forget what scam artists they are. DISHONEST all the way around, beware of At&t

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bigred58
Fort Worth, US
May 04, 2011 9:10 pm EDT
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Right now I am in a contract with Direct Tv.I am considering U-verse...this makes me hesitate.I did have Dish net-work for 2yrs.when I discontinoed my contact they sent me a box specifying what they needed back.The receiver and a part off the dish.no problem account closed.They wanted to know why I was leaving.I said you didnt give me the free DVR and you charged me for my local stations.Plus your maitenance fee is ridiculous.Ya! when you discontinue service with either of these companies your going to get stuck with a charge for something.They can afford to loose your service...customer satisfaction is not a goal with them...DID you like their programing and was it reasonable with the DVR an service contract?

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AT&T unauthorized charges on cancelled account

Last March, I moved out of my apartment and had at&t uverse at that apartment. I wasn't able to have uverse in my next apartment, so at&t (per my 1 1/2hr convo w/ customer service) gave me DSL. Note that my uverse acct was automatically drafting from my AMEX. On my uverse, I decided to have that auto drafted from my Visa. Months after my move, I did see charges for "at&t service" on my AMEX--but was thinking it was for my new DSL. In August, out of nowhere, I get a HUGE bill for $243 that I owed for Uverse and noticed "thank you for your payment." At&t had never closed out my account and was continuing to charge me for my previous Uverse account. Several phone calls later, I still cannot get this straightened out. Altogether I lost roughly $400, and also continue to get threatening Collections Notices. They keep maintaining that I really wanted to be paying for 2 totally separate accounts for no reason! At&t is an AWFUL COMPANY!

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AT&T installation charges

We have been waiting for U-verse to come to our area for approximately a year and I finally found out that I was able to get the service. We scheduled the install on Friday 8, Apr 11 and the young man (Chris) came and went through our house like gangbusters. I was studying in my office and when I showed him the existing outlet (for Direct TV) he said it would be easier to just bring in a new line. When he got done one of our TV boxes would not accept the service even though he used two boxes. Due to the late hour we arranged for him to come back the next Monday. During the weekend our internet was absolutely horrible having only two bars upstairs and one laptop not being able to gain access while another was able to gain access. When Chris came back on Monday he fixed the one box, opted to move the modem upstairs and since I am in school he said he could go ahead and run a line directly to my office. Once this was done everything was great until I got the bill... I found my self having charges totalling approximately $370 that I was totally unware of. The tech, Chris, did not inform us that every outlet that he opted to install was a charge and the additional line for the computer was a charge. He also had the audacity to charge me for the visit on Monday the 11th when he had to come back anyway to fix what he didn't on Friday. I put in a complaint to AT&T and they made a case but told me today (29 Apr 11) that these were viable charges and I must pay them. I've put in a complaint to AT&T corporate and even as I'm typing this I have a manager from the U-verse on the line. BE VERY CAREFUL with these installation charges. BE CAREFUL of Chris (sorry don't know his last name but I have his mobile [protected]). This has been a nightmare. After contacting the billing department speaking to at least three reps and a supervisor and calling corporate headquarters I have finally been told that these charges will be removed. We'll see next week.

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patp
San Marcos, US
Jun 07, 2012 12:11 pm EDT
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I needed long distance service and contacted AT&T approximately three months ago to inquire about adding long distance service to my current flat rate service. The representative I spoke with stated that the best thing for me would be to switch both telephone and internet to U-verse, and the total fee would be $62.00 per month, which I had been paying for just flat rate telephone and DSL internet service. It has been a nightmare ever since because of installation charges totalling $149.00 for Internet and, now, because I switched back to flat rate AT&T, an installation charge of $125.00. Because I had never been told about these additional charges by the AT&T representative and the technicians who came out to make the changes, I contacted both AT&T and AT&T U-verse, disputing the installation charges. AT&T U-verse is working on hopefully resolving the problem of the $149.00 installation charge, but AT&T said I consented to installation of jacks in my home, and therefore was obligated to pay the $125.00 installation charge. The technician, without saying anything to me, went ahead and screwed a box into my wall, and although I may have consented to the installation of a jack, he did not mention a charge for this service. The AT&T representative I spoke with this morning will not honor my request to remove the $125.00 charge which the technician never mentioned.
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AT&T excessive bill

I strongly suspect that at&t is targeting part time florida residents ("seniors") with high "off" season billings. We had put our line phone and dsl on "vacation " before leaving florida. We recently received a bill for over $40 in charges for phone & dsl service. Our bills from a year ago were only $12. Or less. I had to talk to 3 different people to get this resolved. "seniors beware"!

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AT&T internet speed

I subscribed to U-verse 6.0 and they delivered 5.0. I upgraded to 12.0 and they deliver 11.0. U-verse will never deliver the advertized speed. I suppose if I subscribe to 1.5, they will deliver 0.5. They subtract 1 meg from all their promised speeds. This desception is not acceptable.

I am also having billing problems. They promised a discounted rate, and they are charging the full non-discounted rate. They also charged twice for the equipment.

I am also having rebate problems. They promised rebates for signing up, but they keep denying the rebate requests.

I have had my fill of AT&T's customer NO SERVICE. They don't deliver as promised.

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AT&T extremely poor customer service

If you are considering AT&T, don't. I have AT&T wireless and was considering moving everything else to AT&T. I decided to keep DirecTV, but switch everything else. I had Cincinnati Bell for phone & DSL. AT&T could not take the order for internet until DSL was disconnected. It was supposed to take CinBell 4 days to disconnect, but we had to wait almost 2 weeks because they lease the lines from AT&T and it took AT&T that long to disconnect the service.

I then ordered my wireless & phone (with a port of my current number) on 4/13 for install on 4/20 - and was told they would call my wife's cell 30 mins prior to install. On 4/17, they called me to tell me I had a "slam block" on my local number and they could not port my phone until I had that removed - no problem I thought - BUT they require 4 days prior to install so I would have to reschedule. NO WAY - so I cancelled the telephone switch - their loss. Seems they could have checked that on the 13th, 14th, 15th, or 16th if they wanted my business.

When they confirmed the install I again stated they would need to call my wife's cell 30 mins prior because I would be out of town - no problem - it's in the notes. On 4/20, I was in meetings without my phone. When I got access to the phone, I had 2 voicemails - on MINE, not my wife's - 1 stating they were waiting, but would only wait 20 mins and 1 stating they were leaving and I would have to reschedule. I tried the installers cell, but he would not answer, so I then spent 1 hour on the phone with AT&T - about 4 or 5 different representatives. None could reach the installer, until I tried to cancel my account - they contacted dispatch and were able to reschedule for that morning - which was my ultimatum. I had ZERO desire to stay with AT&T at this point, but I had been without internet for weeks. IF they could do it that day, they kept my business, if not, I move everything to their competitor.

Unfortunately I'm about to call them again tomorrow. The speed is great, but it drops frequently for no apparent reason. It also causes a lot of static on my phone line.

GO WITH ANOTHER COMPANY!

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Erwin Tilonsky
Tomball, US
Apr 25, 2011 1:35 am EDT
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U verse always freezes while watching tv. If you have sound equipment that mutes on lost or weak signal, the sound will mute continually. They come to your home and change a cable, and the problem persists. It's a poor choice over satellite or cable. They also monitor your veiwing habits, and move channels you watch regularly to a higher tier. If you want to watch these it will cost you considerably more to do so.

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AT&T failure to provide

Absolutely the worst customer service. Ordered dsl online 4 / 7. After a few phone calls they came out to install and had wrong address ~ how did that happen. My order is correct. The tech installed the cables and all was working, of course i was given a third acct number that day. I set up my email and all working. Next day it wasn't. At&t cancelled. Spent 2 hours on phone. . . They didn't even show a tech at my house and would have to reschedule a week away 4 - 21! Called today to confirm. They had lots of notes, all my acct numbers but i wasn't scheduled. The soonest would be 5 / 6! Screw at&t. 4 acct numbers and they can't get it right. Unbelievable!

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FLAPAULG
Fort Lauderdale, US
Jun 04, 2011 12:53 am EDT

MAY 26, 2011

RE: [protected]-1800

To Whom It May Concern:

I am writing this letter to express my great disappointment with the service that I have received from AT&T regarding my order for internet service at my residence.

At the beginning of March I called to order new internet service for 3048 Center Avenue in Fort Lauderdale, Florida 33308 and cancel my existing service of phone and internet at 4061 NE 14th in Oakland Park, Florida [protected]). I stated to the person that answered the phone, after I had chosen DISCONNECT as the option, that I wished to disconnect my service and open up a new account but she told me that it would be much easier for me and quicker if I just transferred my service and did not disconnect it. She assured me that the line was set up for Internet and that the person that had lived in this location before me had it and it was just turned off so it was just a matter of getting someone out there to turn it back on. That was far from true as it turns out when she transferred the account she inputted it as a Business Account. A few days later I received the Modem and other equipment. When I called a few days later I was told there was no such account in the Residential Phone area. I then spent hours each day trying to resolve the issue. Finally, I got someone that did some research and found that the account was set up as a business account and that is why I was not able to get any answers regarding this. I was also told that it was not just Internet but also phone service that I had gotten and the number was [protected]. I explained that I only wanted Internet service and her suggestion was to cancel that order and start a new one as a Residential account. That new number was going to be [protected]. I was told at this point it would be another 2 weeks until someone could come out to turn on the Internet service line for me. I came home one day about a week later and saw an AT&T technician on the pole outside my house and he told me there was some problem with the line that goes to the box down the street and he would have to put in a service order to resolve this issue. I asked him how long this might take and he said he would try to get someone out the next day. After 3 days I called customer service and was told there was no such order on my file and they did not know why someone would tell me that there was a problem with the line. Also I was told at that point that there had never been internet service at this location in the past or phone service and she did not know why the person that had originally taken my order would tell me there was. I was then asked for an alternate contact number in case I got disconnected. Well 2 minutes later as I was put on hold the phone disconnected. Nobody called me back so I went through the whole process again of calling and talking with someone.

I have to say I have spent so many hours inputting my phone number just to have a customer rep ask me for the number again. Then I get asked for my address, my first and last name and then the last 4 digits of my Social Security Number. I can’t believe that there is no way for me to talk to someone that I have already explained everything to. No last names can be given, no extensions are available. No locations as to where the Rep is located are allowed for Security Reasons. I think that is so unfair that your company can ask me for all my personal information but I am not allowed to even know who I am talking with.

Well back to my experience with your company. After this last time of talking to another Rep I was told that the line needed to be “Trunked”. Since I do not work for a phone company I did not know what that was nor do I to this day. I asked the Rep if she could help me get the Internet hooked up and again I was given another date. That day came and went. So now we are into April. All of March has gone by and we are into April. I was given another date in the middle of April. Again that day came and went and nobody came, nobody called, nothing. I then received another package from your company with additional filters and equipment. I called again and talked to what now has to be the 30th person regarding hooking up 1 internet line. At this point I explained to them my dissatisfaction of the whole process and explained that I did not want to go forward with AT&T and instead would go with Comcast as I could have that set up in one day. I also stated how I had been a customer with your company for over 35 years and that I was so disappointed that a Communication Giant such as yourselves are not very good at communicating with customers. At that point I was asked what it would take to keep me as a customer and make me happy. I said that I would love to have a jack moved in the house next to where I wanted to have the computer set up. I was told that they would install a jack for me at no charge when they came to figure out the internet line. I asked the Rep is she had the authority to do this and she assured me she could. At that point I was feeling satisfied with the solution even though it had been so long in coming. I was told that the person would be at my house on April 25, 2011 between the hours of 7:00am and 12:00 noon. I waited home all day and at 12:30 pm I again called a customer Rep and was told that my appointment was confirmed for before noon and that I should be patient. I explained to her that it was already 12:30 in my time zone and then I was put on hold. About 10 minutes later I was told that she had contacted dispatch and the tech was running late and that they could not tell me when they would get to the house. Just before 2:00pm I got a call from the Tech saying he was running late. After he showed up at my house I explained to him the situation and that this was supposed to be a no charge visit. He then told me that the number I had been given was the wrong number at my number should actually be [protected] and not [protected]. He said alright and went about get the Internet Line turned on and installing the Jack. By the time he left I was able to get on the Internet for the first time since my first order in the beginning of March. I was really happy at that point. So the first day I could actually get on the Internet through AT&T was April 25, 2011.

3 days later I go by my old house and there is a bill from AT&T in the amount of $89.02 for the [protected] number that was never working at the new house. I then spent another few hours calling Customer Service and finally talked to an Allan regarding my bill. He credited me the amount and confirmed my new address on Center Avenue and assured me that any new bills would go there. I asked him to check to see if I was just getting Internet service on my new account and he confirmed I was. I then expressed my concerns about the no charge jack installation since I just received this erroneous bill and he checked on my account and said he could see the work order and that there was no charge for it and that my new bills would be for $21.58 per month and all new bills would be sent to my new address.

About 2 weeks ago I was unable to get on line and called the Internet Department for help. The Rep was very nice and spent over an hour with me trying to troubleshoot my problem. She said she was unable to detect my modem and there was nothing else she could do but send me out a new one. She told me that there would be a packing slip for me to return the old modem in the box that the new modem would arrive in. Well a few days later a new modem arrived with other equipment but there was no return package slip in the box. I now have 2 modems, about 12 filters and other items in my possession.

On Monday, May 23 I went by my old house to check the mail and there was a new bill from AT&T for my new number [protected]) for $311.09 I again called Customer Service and was told that I owed $289.51 plus my internet service and that nobody has the authority to give me a free jack installed at my residence. The bill doesn’t even mention a jack. It says Charge for deregulated wiring in 3 categories ranging from $260.00 to $4.25. I explained this to the Rep on the phone and she was so rude and told me she did not know what these charges were but that I was responsible. I then asked to speak to a supervisor. She told me that she was going to put me on a Hard Hold. I asked her what she meant and she again said a Hard Hold. I explained to her that I do not work for a Phone company and did not know what that meant. She then explained that it was hold that I would hear music while I waited for a supervisor. Well she did not put me on a hard hold. I could hear her talking to her supervisor that she was going to keep me on hold until I hung up. She then said she could take care of the issue but didn’t like my attitude and laughed and then came back on the line to me and said she was transferring me to her supervisor. The Supervisor got on the phone and said that she would credit me $85.00 but that is all she would do. I asked for her Supervisor and was told that I could not speak to them. I inquired to why and was told to hold. At that point the line went dead. I again called back and talked to a Mark who said he would put in a request for someone to call me. I am still waiting.

Yesterday, May 25, I called customer service to check on an update and talked to Annabelle. She said she was unable to help me but would transfer me to the Repair area as that is where the billing came from. She transferred me to Michelle but it was in the Uverse department and she was not able to help. She then transferred me to the billing department who said he could not help and I needed the collection department. He said he would transfer me and instead sent me to the same automated system that I had started with 2 hours previously.

I then found the number to the person that installed the Jack at my house [protected]). I called him up and he remembered doing the work. When I asked him if he remembered me saying when he arrived that this was supposed to be free of charge he confirmed hearing me say that. He then went on to say that everyone tells him that and that he had every intention of sending in a bill for the work. I wonder if everyone that tells him that it is supposed to be free of charge is because that is the answer they get from a Customer Service Rep. If I had known that I would have been billed even $1.00 (One Dollar) I would have asked him to leave before he even started the work.

I have spent at least 3 hours each week since I first called to set up my service. I can not tell you how frustrating it is trying to resolve an issue with your Company. It is so disappointing.

I have to say that if just one person had called me in the past 2 months to say that they were sorry for the inconvenience, sent me a note or anything it would go a long way to making someone feel better. Unfortunately I have found out from some of the Reps that although they ask for an alternate contact number in case there is a disconnection once you are disconnected they are immediately transferred to the next person waiting in line and are unable to call anyone back.

When your Customer Reps answer the phone they always say something like “How can I make you a very satisfied customer today”. Well that is a great motto but I feel that either your reps are not given the authority to do what needs to be done to help a customer or that line is bogus. It is so disappointing to see how this whole process works.

At this point I want the $289.51 removed from my bill, I want a letter stating that this was done, a written apology over this whole situation and a contact name and number to someone that I can talk to if another situation like this arises again.

Thank you for your time on this matter.

Sincerely,

Paul Gregory

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AT&T fraud account

4/18/11
afni, inc account #[protected]-01 @ph.#[protected] @ creditor account #$[protected] @ original balance $552.33 @address po box 223721 dallas, tx 7522
this message is reguarding the aforemention account, that i reginald taylor sr. have not ever had an account as stated on this collection notice. that this is a fraud account in my name. i am giving notice that this is a fruad account, @ identnity thief victum i am in this collection matter. please make necessary adjustment to correct this error and billing collection.
Thank you for your cooperation, r.taylor sr.

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AT&T inteternet promotion

Please, help us, [protected]@T ripping off customers with their phony promotions.
I used to have High speed internet for $25.00 for 1.5 MB /second. Then, I have signed up for a promotion for High Speed Internet for $14.95/months( 3.0mb/second) during, I believe, the end of December 2010 or beginning of January 2011. In January 2011, I got bill for $14.95/ month, that was correct. Then, Twice I have received error, where I was charged $30.00 for AT &T INTSVC( High Speed Internet) instead of $14.95 per months.
I spoke with one agent on 3/19/20011, regarding my internet bill for the period of Feb.11-March10, 2011. She made an adjustment to my account, credit $15.05. She also told me that my account was adjusted. So, I won't be getting error of $30.00/months. She also told me that she sent me e-mail of adjustment, which I never got. Once again, I was charged $30, 00 for the Internet for the March11-April10. I received $30.00 invoice for internet . I talked to another agent. I was told that adjustments were made on my account. Pay, 27.60( for internet and phone original total invoice was $42.65--$30.00 for internet and $12.65 for phone)). I still have not received a letter of promotion for $14.95, which I asked to send me tree times. They told me maybe I got att.com on a spam folder. I called Internet company and checked my configuration, everything is ok. att.com is not being blocked. Simple, AT and T telephone company never sent me any email, regarding adjustment of my bill to $14.95/month. I called again, now I hear different story, that no adjustments have been made. They lied to me, and they put a ticket on my problem, and someone got to contact me within 30 days. Guys, they are playing games. Where do i write or contact to complaint, I called to Billing, and every phone I have on my Telephone account. How can I make a stop to all this?
Also, please check At and T customer forum complaint board at
http://forums.att.com/t5/Billing/bd-p/internet-Billing

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Update by norwegiankitty
Apr 16, 2011 11:30 pm EDT

Please, help us, AT@T ripping off customers with their phony promotions.
I used to have High speed internet for $25.00 for 1.5 MB /second. Then, I have signed up for a promotion for High Speed Internet for $14.95/months( 3.0mb/second) during, I believe, the end of December 2010 or beginning of January 2011. In January 2011, I got bill for $14.95/ month, that was correct. Then, Twice I have received error, where I was charged $30.00 for AT &T INTSVC( High Speed Internet) instead of $14.95 per months.
I spoke with one agent on 3/19/20011, regarding my internet bill for the period of Feb.11-March10, 2011. She made an adjustment to my account, credit $15.05. She also told me that my account was adjusted. So, I won't be getting error of $30.00/months. She also told me that she sent me e-mail of adjustment, which I never got. Once again, I was charged $30, 00 for the Internet for the March11-April10. I received $30.00 invoice for internet . I talked to another agent. I was told that adjustments were made on my account. Pay, 27.60( for internet and phone original total invoice was $42.65--$30.00 for internet and $12.65 for phone)). I still have not received a letter of promotion for $14.95, which I asked to send me tree times. They told me maybe I got att.com on a spam folder. I called Internet company and checked my configuration, everything is ok. att.com is not being blocked. Simple, AT and T telephone company never sent me any email, regarding adjustment of my bill to $14.95/month. I called again, now I hear different story, that no adjustments have been made. They lied to me, and they put a ticket on my problem, and someone got to contact me within 30 days. Guys, they are playing games. Where do i write or contact to complaint, I called to Billing, and every phone I have on my Telephone account. How can I make a stop to all this?
Also, please check At and T customer forum complaint board at
http://forums.att.com/t5/Billing/bd-p/internet-Billing

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Schmidt D
Chicago, US
Jul 13, 2010 3:44 pm EDT

My phone number was stolen from AT & T by Cingular (also part of AT&T) .I never authorized it I was initially told it was most likley a typing error.It turned into a nightmare. I spent 3 weeks trying to get my phone number returned to me I have a list of about 15 different people I spoke with, each time I was told problem was resolved .Then the order would be cancelled because Cingular will not release the number .I tried contacting Cingular on line their answer was it's not a working number we can't do anything, they declined a phone number for their legal dept .Finally I get a real supervisor at AT&T who arranges a conference call with Cingular who proceeds to tell both of us that unless I can tell him the name of the business and address of where the line was moved to theres nothing he can do .The cingular rep name was Patrick M . When I asked for the president of AT&T name the supervisor could not tell me it she told me to contact the FCC . Then offered me another number when I asked what they were going to do to compensate me for all the problems and trouble to notify everyone of another number I was told will credit the installation of the new number . Both companies are a joke neither cares

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SCREWED BY A T AND T
Marietta, US
Feb 13, 2010 10:40 am EST

Watch out for AT and T scam sales people. I was told that my bill would be $107 for one year for phone, high speed internet, and 200 cable channels plus HD including the Tennis Channel. Also told I would get a $250 free Visa after installation plus Starz for three months.After a five hour installation, I found out that just get an HD stream and that it was $20.00 extra a month to actually see the programs in HD. They don't even carry the Tennis Channel at all. Come to find out, their offer is only for six months and then the bill goes up $60.00-they don't tell you about. AT and T's answer-the sales person must not have had good training---they stink! And won't come out and reinstall my Dish network which I will have to pay for. STAY AWAY FROM AT AND T

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phyllis21
Castroville, US
Jul 09, 2010 7:35 am EDT

AT and T has been harassing me for three years about a bogus debt. I was working in Afghanistan when I supposedly asked them to rev up my home phone plan and cellular phone plan. I have been harassed by four of their debt collectors...and settled immediatley with the first one, now a year later another debt company called threatening me...Ms. Gray (like the color).
They call my elderly parents and me at all hours even though I told them not to (re: consumer law). AT&T is the only provider in this area, monolpoly (Medina County Texas) so many of us have simply turned to cell phones because everyone in the area has had billing issues with them. The first time they called about this bogus debt...the guy (BAY CITY DEBT COLL) tried to sell me LIFE INSURANCE. This is wrong...how can I get this to stop and get them to compensate for this emotional "water boarding"...I am 58 years old, NOTHING in my financial records indicate that I WOULD NOT PAY A BILL...OR WOULD BE WITH DEBT

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ngavanc
Orlando, US
Apr 25, 2011 5:42 am EDT
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I agreed this complaint is 100% true. I ran in the same issue with AT&T; promotion rate I signed for $25/month internet for 12 months, they charge me every month from $42 up to $81. I called their customer service every month for several months then now I just gave up and cancelled the service. I will never doing any businness with them again. I hope someone will sue them for this type of scam.

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AT&T is a reputable telecommunications company that offers a wide range of high-quality products and services. With its extensive network coverage, reliable customer service, competitive pricing, and commitment to innovation, AT&T stands out as a reliable choice for customers. The company's strong reputation, corporate social responsibility, and partnerships further enhance its value. Overall, AT&T receives a positive rating for its comprehensive offerings and dedication to customer satisfaction. Potential customers can confidently choose AT&T for their communication needs.

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