AT&T
reviews and complaints

After reviewing my bank statement I was charged a total of $103.03 which resulted in having to pay two over draft charges. My statement shows they were recurring charges from VISTA *A T&T 11950 SW Garden Place 866-608 and missing the last 4 digits. 1/30 Ref#[protected] for $22.40, 1/9 Ref#[protected] for $22.40, 1/10 Ref#[protected] for $11.70, as well as two more times 1/27 and 1/30 for $22.40. How do I get this to stop?

Today my husband and I were on the phone bw AT&T/Direct TV for over 3 hours with no resolve. We were transferred, hung up on and ultimately cursed out by a service agent. This 2 year contract has been a nightmare every month when we pay the bill it takes about 2 hours for them to locate the account. Even when we are reading the info from the bill they cannot locate the account... we have had it and are counting down the days that the contract is done. Never thought I'd say this but TWC has better customer service at least you expect them to be nasty and rude.

Due to increase in monthly rates for grandfathered unlimited plan, I made the decision to move my wireless account along with my dad and sisters to another carrier. Note: I had been with ATT for over 10 yrs.

On March 3rd: paid early termination fee as requested by ATT Customer Care for my dad's line in order to request device unlock
On March 4th: request device unlock for my dad's phone
On March 5th: received unlock code. Proceeded to follow instructions and unlock was indicated as successful.
Unfortunately, it didn't stay unlocked. I ended up on the phone with ATT Customer Care, transferred to numerous departments for almost 12 hrs on March 5th. Not one customer care person was able to assist AND each time I was transferred to someone, I was told something completely different.
At midnight on March 5th, I finally was transferred to a supervisor who said (and I quote) "The issue is made up in your head" and hung up on me.

I resolved this issue by going to both ATT and another carrier store.

Now, I am trying to unlock my sister's device (who, for the time being, is with ATT).
March 7th: paid remaining balance of phone (she bought a new one recently). the ATT customer care person didn't even realize we would need to do this first before requesting unlock. I had to tell him.

March 8th: submitted device unlock request online. A few hours later, we receive email indicating the IMEI # requested doesn't match ATT records. Immediately called ATT Customer Care who confirmed the IMEI # we had is the same on ATT system. They submitted a claim.

It is now March 10th and I am still waiting for a resolution. Every time I call ATT Customer Care, I am told there is no way of expediting, no way of contacting the group that works on this. In addition, I am told that resolution is targeted for March 10th afternoon, however afternoon can me up to midnight!
I have explained numerous times that we are travelling and cannot wait nor call ATT every few hrs looking for a resolution.

I am looking for:
1. apology and monetary compensation for what I went through for unlocking my dad's device on March 5th. The sheer ineptitude and rudeness was ridiculous. A simple request turned into a 12 hr ordeal.

2. unlocking of my sister's device ASAP. It's a simple request.

Thanks

AT&T has been advised more than once about the fact that digitalpath.net emails are not delivered to any sbcglobal.net users. Many complaints have been filed and still we are unable to email anyone with the sbcglobal.net users. This keeps us from doing business...sending our construction bids to any sbcglobal.net users and keeps us from communicating with friends and family members with sbcglobal.net service. We have complained to our internet provider who tells us that it is an issue with AT&T not recognizing digitalpath.net's domain or seeing digitalpath.net as spam. AT&T needs to fix the issue. The next step is filing a complaint with the California Public Utilities Commission. We hope this last effort will cause AT&T to simply fix the issue. Our provider, digitalpath.net is located in Chico, CA. I recommend that you work together to resolve this issue.

Direct TV & AT&T overdrew our bank acct. From 1/27 - 2/1 by $721.00 due 2 unauthorized chgs. We have several hundred $"s in OD fees & I was forced 2 pay a $106.00 bill they removed from my credit via Credit Karma in 2015.This caused a domino effect leading to a negative bal this month too for $671.00. We want all charges returned & cancel our acct.

Obviously the people who designed the commercial with the man screaming in the shower never had the misfortune of ever being in a mental hospital. Those are the horrifying sound you'd hear there. I have horrendous flash backs every time that commercial comes on. People screaming like that are heard on a daily basis when they are so out of out they are terrified and don't know what's going on. Its very upsetting. I wish you would take it off the air. Please!

3/2/2017 - I drove my friend who recently had surgery and could barely walk to the AT&T store as her phone quit working while in the hospital. They said they could not fix it and she would have to buy a new phone. She was on a cane and barely walking but Ashley had her walk across the store to view the phones. She picked out a phone and then Ashley disappears for a while. She comes back and tells her because she did not finish buying a phone online that she would have to call and tell them to cancel the order even though this was an AT&T store she could not help. After 17 mins someone comes on and has trouble with the code, While Ashley tells the AT&T person to refresh as she had no trouble with the code the line goes dead. Ashley calls back and the recording relays that it will be a long wait due to call volume. After over an hour she could no longer wait due to her health, Ashley could have cared less that AT&T loss a customer. I talked to the manager and he could care less. I am sure with the way you treat customers your call volume is really high. I will let my friends know the customer service you don't provide And I will post this on facebook, twitter etc.

My son who is away at school, phone broke 2/17, the screen is black, after buying it 9/16. He took it to AT&T in Boston who told him to call warranty and get a new one. He told him to tell them the phone was in perfect condition, no cracks, water damage etc. but he could not get into the phone as the screen is black to run any diagnostics. I've called warranty at least 5 times and can get no results, and get a different story every time as I have to talk to a different person each time. Seems to me they do not want to back their warranties. He needs a new phone quickly. Please help.

I paid my bills in time but my Internet is not working! I contacted AT&T support service and they said they had an error and promised to fix everything as soon as possible. It is now third day and my Internet still is not working! I called AT&T and demanded some reasonable explanation and they said that they need more time to fix it. To fix what? Can anyone explain me what are they trying to fix and why does it take so long?
I can't live without Internet, I need it for my work! I am a freelancer and I work at home, and now, because of them I have to go to my friend every day to be able to work. That's absolutely ridiculous! AT&T fix my Internet or I'll switch to another provider!

Have been waiting over 3 months to have cable buried that AT&T promised to have done in a week. After numerous calls regarding cable needing to be buried for not only safety but aesthetics as well, I've still got this ugly, dangerous cable hanging out on my front lawn. All I get from AT&T is empty promises, another confirmation number that means nothing, or they'll send out a " technician" who of course can't bury cables but has another bag of excuses as to why they can't finish the job. I should have stay with Charter!
Cory promised me 2 weeks ago that it would be done yesterday. Still nothing! AT&T, you are as bad as I ever seen!

Our company - Anderson Machinery Co Acct #[protected]; Corpus Christi, Texas.. is now on day 4 of no phone service. On Monday February 20th before 8am.. a thunderstorm took down all electricity.. it was restored at 12:30pm.. except for the phone service . On Tuesday, Feb 21st.. 8:35 am we called in to the AT&T Customer Service.. it took me 3 conversations to get to the right person for our area who was in India.. A ticket was opened #[protected]. By the end of the day we still had no phones.. so I reached out to our local contact Connie Guadalupe. She responded about an hour later by giving me the ticket #. On Wednesday, Feb 22nd 8am.. I viewed the ticket online.. and nothing new had been done since 8:35 the day I called in and all it said was they had tested the lines and repair was in progress. This morning, Thursday, Feb 23rd 8am.. still no service.. no one calling me on my cell phone.. no emails or no one coming on site.. I emailed Connie again and she has yet to respond. I found an AT&T business card from a technician who had come out here before, John Stoner. I called him and explained the situation.. he told me that his information shows that no one was working on our problem. He said he would come out but that he needed his manager's approval. He gave me his managers # John Parker [protected]). I contacted Parker.. explained the situation.. he asked me questions.. and said he would get someone to work on it. The he asked how I got his phone number and I told him through John Stoner.. and he tells me that I should not have been given his phone number and that HE is doing me a favor by handling this. Wow!.. I thought I was the customer? It's not a favor.. it's called customer service.. this truly shows the attitude of AT&T executives.. Anderson Machinery may not be the biggest customer.. but we are a good paying customer.. very timely payments..etc... So I believe Parker called John Stoner and fussed at him for giving out his number.. but Stoner..is in the right here.. he gets it that the customer needs their phone service to do business. Stoner called to let me know that he made contact with the customer service group and they could give him no reason why no one was working on getting our service up and he urged them to call me. I received a call from a person from India.. who sat on the phone with me and asked me to check the lights on the router.. turning things on/off.. the router was not functioning fully and now she is going to send someone out within the next 5 hours. This is poor customer service at its finest and considering the attitude of the executive John Parker.. it's not surprising.
If another phone service was available in our area that could cover all the areas in Texas no doubt we would not be using AT&T. This has not been our first poor customer service issue with AT&T.. just the first one we are actually complaining about.

I completed a 1 year agreement with AT&T paying $89.00 per month. After 1year contract was completed my bill doubled to about &180.00 a month. I cancelled 30 days after my first bill. I was refunded my overpayment as I always paid early. After a few month I noticed I was in collections for $55.00. It seems when my service was setup AT&T created 2 accounts. They said that the first account had an installation charge (when they installed my service they told me the installation charge is waived as part of the offer. ) I called AT&T and said they just marked their records as "DISPUTED" I was not billed any other charges for the 1st account. I contacted the collection company and no luck. The &55.00 AT&T charge is still on my credit report. I now use a 24.99 antenna from Walmart and get over 100 channels. I have my entire year worth of bills for the service I did use and the installation charged is identified as waived.

I brought my old modem and requested for same kind of service when I moved my store to a new location. The old modem is the one still being used at this location. But AT&T Charged for a new modem which I did not even receive, and increased internet service fee without a notice or my consent. I called them and complained for 3 months straight until now whenever I saw the charge was not taken care of. All the time I received a conformation that they would give me a refund once it was finally approved. NOTHING HAPPENED UNTIL NOW. NO MONEY WAS REFUNDED. STILL HIRE PRICE IS BEING CHARGED ON MY INVOICE.
TERRIBLE TERRIBLE COMPANY. NO NOT EVER USE AT&T.
CAN ANYBODY SUE THEM FOR UNAUTHORIZED CHARGES?

In late October I called AT&T UVerse about my bill (I have to do this almost every month) and the rep told me that if I switched my phone from T Mobile I would receive a $650 gift card in November. I did it. In November I called and was told it would be in December. In December I called and the rep was very apologetic - said it would be mailed immediately. She also left a voice mail to this affect which I have kept. In January I called and was told that no - it wasn't a $650 gift card but would pay up to $650 for my T-Mobile final bill for equipment. I was furious. I called T-Mobile and they said I would not get a final bill until February. I requested it but they declined. I then called AT&T U-Verse (always an hour being transferred) and was told the promotion was expired but they would discount my bill by $20 (Big Deal!) Now I have a bill from T-Mobile for over $250. I have been a customer for years! I have put this experience on Facebook - have left a number with FCC and will keep going on this. By the way, your reputation is terrible.

Robert Horne
1103 Bern Circle
Anderson, SC 29626
[protected]@gmail.com

We cancelled our service. AT&T waited 3 months before disconnecting. This ran up a bill of over $2, 000. We continually complained. They finally reduced the charge to $1500. They ignored our complaints and turned this over to a collection agency. It has also been turned in against my credit.

I continue to be harassed by the collection agency.

I am so disappointed in AT&T and freely share this story on Facebook and Twitter.

I called in December 2016 stating that I would like to put our att uverse tv, internet and home phone service on vacation hold from January 10, 2017-March 22, 2017. I spoke to someone in early February in regards to our January bill and was told it would go on vacation hold on the next bill as that included the January 10th date. At this time I also questioned why our AT&T autopay showed paid with AT&T but was never deducted from our checking account. We were told to call back on Friday, February 17 since there may have been a glitch on the day the posting was to occur since there were other complaints for that day. It is now Friday, February 17th and nothing has been fixed. I was also told today that our account was never put on vacation hold. We are so upset about both these issues that we will be switching providers when we get home. We use the competitor in our winter home state and never have these problems ! So disappointed in AT &T

I contacted AT&T in October 2016 to inquire about a price break for bundling my Directv with my AT&T, and spoke with a representative at length about the options available. I was told that my Directv bill would be reduced from $123 a month, which included HBO, to $85 per month, also including HBO, and that if I increased the speed of my internet service, she could give me that for an additional $50, for a total of $135. I agreed to the deal, and bundled my accounts. I immediately got a credit on my next bill (November) for the difference from the previous month, but the following month (December) my bill was now $197, with the AT&T portion being correct ($50), but the Directv portion being $147, which was $24 more than I was paying before I even bundled. I contacted AT&T thru the online chat about the problem 12/2/16, and after going over the information repeatedly for nearly an hour, the person I was chatting with, Alyza G., told me she saw a note from my previous representative that quoted me that my monthly bill for Directv would go down to $85. Despite that fact, she would not lower my bill, and I eventually had to call & speak with someone directly by phone 12/12/16. When I spoke to this next agent, after a good deal of time, they agreed that they could see that I had been offered that amount for the bundle, and they credited my account the overcharge, and told me they would update the system to reflect my new rate going forward, which would be a total of $142.42 after taxes. The next month my bill was $205.90. I once again called AT&T 1/10/17 and went thru the same process with Alex in the Arizona office, who told me he could not change my bill. After I asked to speak with a supervisor, he told me he would check my bill again, and after reviewing the same information as he had previously reviewed, he agreed that the bill should be $142.02 for all bundled services, and PROMISED me that he had corrected the error in the system, and that I would not have to contact them again, and that the bill would be correct going forward. He even asked me to hold on the line while he added notes to reflect our conversation, and that the bill was being corrected going forward. Now, 2/10/17, I go in to pay my bill, and it is listed as $201.23. I once again call AT&T, and speak with 2 different agents, the last of which tells me that she doesn't see any promotions that are available to me at this time to lower my bill, and despite reading the previous notes, there is nothing that suggests my bill should be corrected to reflect a lower rate. I once again ask to speak to a supervisor, and the agent puts me on hold, only to come back & say that the supervisor is not available because she's dealing with another caller, and that she will have to call me back. She confirmed my phone number, and I requested the name & phone number of the supervisor. She told me that they didn't have direct lines for us to contact them, but that the supervisor was named Ms. Burnett, and that when she calls me, it will probably show up as Unknown on my phone, and that she will "ONLY CALL ONCE". In what universe does "Customer Service" involve a supervisor ONLY CALLING ONCE to reach you about a problem you're having, since you aren't allowed to call them directly, and if you aren't able to take the call at that time, you're out of luck? I've been a loyal Directv and AT&T customer for more than 15 years, and I can't even get anyone to help me & provide the service that I was PROMISED. Absolutely ridiculous.

On Wednesday, February 1, 2017, my nephew entered an AT&T retail store at Atlantic Station in Atlanta about 7 minutes before closing to get internet service and a $40 refund on an item he had previously purchased. He was told he could not get an in-store refund and they would have to mail him a check. They also told him that it was too late to sell him internet service and since he was returning the item, they weren’t going to discuss it with him. He says that things escalated between him and the representative and he began recording the incident with his phone. An AT&T employee in the store took his phone out of his hand and told him he could not record their interaction. My nephew has never been historically hostile or belligerent so this is surprising to me that he would be considered threatening to anyone. He was then directed to leave the store, while they still had his phone. He asked for his phone and another employee put her hands on him to push him out of the store and another employee deleted the video from his phone. He was trying to get his phone back to call the police but a security guard in the store said that the streets were closed and the police didn’t come on the street if it was closed. That is of course not true and he should have contacted the police anyway but he didn’t. He is contacting the police later today to make a formal complaint with the Atlanta Police Department.

Any reasonable person would find the alleged incident to be unacceptable and marginally illegal. I don’t have much faith that I will get an honest and accurate account from the AT&T personnel who witnessed this incident, including the manager who was in the store. I would think that AT&T has video footage of the incident and it can be reviewed by regional and corporate representatives to determine the veracity of our complaint.

This formal complaint is merely a first step in documenting the incident, I think it is important to highlight this kind of hyper-aggressive reaction that happens far too frequently to young African American men. The video should identify if the AT&T employees’ behavior was assault, criminal or illegal.

I know this is a case of their word against my nephew’s if we do not have video footage from the store or the video that was captured on his phone was intentionally deleted.

ON 12/31/2016, AT&T stretched a utility wire from the utility pole on the west side of my yard, across our backyard to our neighbors house on our east side. WHY? There is an utility pole in the east side neighbors backyard.
TWO weeks later an AT&T employee came to complete the work of installation. I spoke with him about the issue. He told me that he hooked up the neighbors AT&T service from the pole in his yard. I thought that the issue was resolved. But not so.
A week and a half later, AT&T buried their wire through my yard .
They left a rut across my yard. I bought some dirt to fill the rut. There is a roll of wire on the utility pole in my yard( Not an issue). I am very certain that my neighbor has his AT&T services completed. He would not wait over a month for his hook up.
AT&T is incompetent and they lied to me. I was strongly considering AT&T
for phone/TV/internet but now I want nothing to do with AT&T.

Michael O'Rourke [protected]@kc.rr.com
6704 E 136th Street
Grandview, MO. 64030