AT&T
reviews and complaints

Account # [protected] I made two calls on 22nd or 23 Itall the rep I am retired from AT&T and I wanted to now how much woul be if I upgrade my internet, tall her I had 6 and paying 20somthing dollars she stated noooooo your have 18 but your paying incorrect amoun, I said no I have 6 she said she was going to report and have the price change what she did with no authorization was issue an order to upgrade the internet I tall her never mind I'll check on line and disconnect the call. 2nd call I requested technical support option and got Clent she said that there was an order to upgrade and that I did had 6 and was paying 20.somthing like I mentioned before, she offer 18 paying 25.50 with discount regular 37.50.
On the 27 I call again to talk to a superviser that rep that answer claims he recorded my complain and was going to be transfer to another department and I would recive a call from a supervisor wich I haven't.If this is done to AT&T reiterated images what they are doing to regular customers, I really hope this gets to the top thank you

Since AT&T installed this system at my home I can be sure of two things: the first is that it will be unreliable and the second is that the cost of the service will increase at least 30% every year. This year my monthly bill doubled. I guess this is what happens when a company has a virtual monopoly over the service they provide.
I receive land line and internet service from AT&T. They required that I convert to Uverse three years ago telling me that my service would improve and that the overall cost would not increase. My service has declined in reliability and overall quality. Now I get dropped calls and buzzing on my landline. My internet will slow and stop on a regular basis. It has failed completely twice this year with waits up to 3 days to before a technician is able to come and repair it. Since the phone is also on Uverse I now lose both instead of just the internet. AT&T doesn't seem to be interested in investing in their system so I cant see anything improving as traffic on their system continues to increase. There is only one other supplier of internet services, Comcast, and they are as bad or worse given my discussions with their customers.
The cost of my terrible service with AT&T continues to climb. For bundled base land-line and internet I used to pay about $34 per month. My last bill from them wanted $102 per month.
ATT is essentially an monopoly. It should be regulated as one. They should be required to invest in their systems and provide a basic service at an affordable price. Given that their taxes have been reduce substantially, they should provide that service at a lower, not a higher price.

On Dec.26 I Had Direct tv installed. I sat in my front room while the technician went up and down the stairs and on the roof to install the satellite dish. When he was done he came into the front room and begin to adjust the tv, after he finish setting up the channels. I ask him where is the other remote for the tv ? He replied you only need one, I ask where is the remote for Netflix ? "there is no Netflix " he said . So cancel the same day I was told my the sales rep Kenneth that Netflix was available and that was the only preseason I wanted to purchase the service. So cancellation process went fine. I ask for to satellite be removed from my porch roof, I was told it is mine now I have to do it myself. Weeks later on Jan 24 I am needing to up date my Homeowners and come to find out that, the technician drill a hole through the foundation of my house, which was through the bedroom wall to the outside of my house top porch roof wires running down over the roof down the front porch down into my basement window. On top of that he broke one of the brake sidings where he drilled the hole.

Both my land line and internet service has been "out of service" since 1/15/18. I called Customer Service to report the problem, they ran a trouble check and indicated that it appeared that the problem was outside of the home. They indicated that they would need to place a service call for a technician to come out to the house and check the lines for the problem. The first available date that a service technician could come would be 1/30/18 (14 days without a land line or internet). I expressed to the Customer Service rep that this was totally unacceptable, that I had a college student who relied on the internet to complete his assignments. I had never in the 30+ years that we have been a customer of AT&T experienced such a long delay to get service restored. At the time of my call to Customer Service, there was no weather conditions that would explain the outage. As a result of the outage, I have now gone over my allowable data through my cell phone provider since we needed to use the internet to check email and school assignments. I expect that this email will land in some "black hole" and no response will be received since Customer Service is not a priority with this company. Seriously, 14 days to send a service technician in the San Francisco Bay Area! AT&T needs to do a better job.

AT&T Complaint
Account [protected]

26th Dec 2017
I called AT&T from Australia indicating that I would be moving to the USA and had my accommodation ready. I wished to order internet and TV for my arrival to ensure rapid connection. I was assured of the cooling off period and was asked for my SSN. Of course, I did not have one, and a credit check was embarked upon. I do not have a credit rating in the USA since I have never resided there before. I was told that is OK, I just have to pay some of the service costs in advance. Far less if just for Internet, or $449 if for TV as well. I wasn't sure about needing a TV service but since there was a cooling off period and also knowing that the excessive fee was simply an up-front payment due to a lack of credit rating I obliged and ordered both TV and internet. I explained that I would only need the service for 2 years since I am in the USA on assignment for just those two years.

4th Jan 2018
My internet was installed exceptionally professionally. However, when I asked how to access Netflix through the set-top box I was told that AT&T doesn't offer such apps through their boxes. Since I do not own a smart TV and having just one Ethernet connection near the TV this would mean I could not connect to Netflix AND standard TV - which made the AT&T service of TV (at $40 per month + surcharges and taxes) unusable by me.

6th Jan 2018
I contacted AT&T via chat to ask if there was a solution for my Netflix issue but after about 30 minutes of making very little progress, I was called by somebody who instantly said: "I am putting you through to somebody who can help you". I was put through to the Netflix company. After some confusing exchanges since I assumed I was still talking to AT&T, the call ended - obviously without resolution.

14th Jan 2018
Having received a confusing bill, I engaged in another chat with AT&T to inquire why my taxes, fees and surcharges were so high (totalling $58.86 for just one month of service), and also why my first bill payment was not being taken from the $449 credit. It took a while but finally, the penny dropped through chat that AT&T were actually charging me the $449 fee for the pleasure of their TV service. It was not simply an advance payment as explained to me previously. And to add to that, my TV specific taxes and surcharges such as a Video Service Franchise fee of $25.16 were being calculated on a sum of $490.13 instead of the real TV fees of $41.33 (for one month and one day of TV service). I explained that this was underhand. It was explained to me that the $449 could be credited back to me within the contract but at only $5 per month. This does not meet my requirements since I will only be in the USA for two years. Even if I were going to be here for the next 90 months, it is also not reasonable or fair for AT&T to hold the money and tie their customer into their service for such a long period of time.

18th Jan 2018
I called AT&Ts support centre and explained that I wanted to cancel my full account but first wanted assurances that I would receive a full refund of everything except the month's costs of $90 + taxes and surcharges. I was told that I could have a finalised or renewed invoice until AFTER I cancelled. This placed us at an impasse. However, when passed to the Billing department, an agreement was reached with "Ron" for the $449 refund upon cancellation. I explained that I also require the refunding of the taxes and surcharges related to that fee but Ron did not understand how that should be refunded to me. I tried to explain it in the context of returning a jacket to a store, where you receive the full payment inclusive of taxes if you return the item. I asked Ron to send me details of our agreement and he agreed to text those to me. Those details were never received by me.

21 Jan 2018
I will be cancelling my contract with AT&T within the 30 day cooling off period, due to underhand charging as well as the service not meeting my expectations (set-top box). I would have continued with the internet service but the disproportionate fees have made that impossible. I will be expecting a full refund less the $90 + taxes I would be due for one month of service. I will have been using the service for just 3 weeks but am happy to pay for the full month. Consequently, I am expecting a refund of approximately ($449 + $154.70 - $98) = $513.70

In 38 years of adulthood I have never, ever dealt with a company that is so inept, apathetic, disorganized and dishonest.After 15 years with Verizon we made the incredibly foolish decision to move our wireless and internet to AT&T.

It has been a complete nightmare from day one. I can't possibly go into every issue we have had over the last 7 months. From the account not being set up correctly in the beginning, to device issues, to log-in problems on their end, to jacking us around for weeks when we were trying to merge our AT&T bill with our DirecTV bill, to billing, there is just no end to the issues and frustrations that we have had with this company. We still have to call every single month to get our bill fixed.

I should have heeded the reviews and information out there that screams STAY AWAY FROM AT&T, but I didn't. There are class action law suits over their lack of service and over billing, even CBS did a special on all of the problems people are having. Consumer Reports has warned us for years to avoid AT&T all costs due to the horrible level of service. I have just never seen anything like it.

I've spoken to a multitude of representatives, supervisors, managers, and departments. I have approximately 25 hours on the phone trying to resolve our issues. Even after we were escalated to the office of the President of the company, it never improved. The store managers, Jason and Mitch at the Maple Grove location basically told me I could go jump in a lake, and that they had no intention to even attempt to address our frustrations.

They told me to do whatever I wanted but they were not interested in helping us. I could go on and on. I am in the process of filing complaints with the FCC, the FTC, the BBB, the Attorney General, and Consumer Protection. I am also speaking to my attorney.

This is not about money, this is about principle now.

I am done with this company.If you are considering a move to this incredibly inept company, save yourself a LOT of heartache, frustration, anger and time and go somewhere else, anywhere but AT&T!

Several apartments have experienced a "Signal Loss" message on multiple channels since the end of October, 2017. Today is December 30, 2017. Contacting AT&T we are told, we can't help you contact DirecTV. DirecTV Customer Service replies, nothing we an do call Intech. Intech has sent a technician numerous times. The problem persists. Our rent includes DirecTV so we can't cancel. If we change companies we would then pay double. A "Catch 22" situation

On December 18th 2017 I called Att&T because we were to receive a new TV for Christmas. I called to get a genie upgrade and connect our new tv. 3 reps later, 2 that had terrible accents I finally got a appointment... 30 minutes for a 5 minute order...I had to cancel-reschedule the appointment as our new TV did not arrive in time as original planned. Today I thought I would log in and use live chat to reschedule. Huh...Mistake. I have been on live chat for 35 minutes having given this rep all the info repeatedly and he is still asking questions of which he should already have the answers too and we are not done yet. I have had the time to file this complaint while I am waiting. Your customer service is a fricken joke. We are up to 40 minutes now to reschedule a appointment for equipment upgrade. OMG!

So...Last week the 49ers game wasn't even an option in your programming schedule. This week it's actually listed as available to watch BUT BUT BUT...it's in fact NOT available to watch! It's channel 2 for us here in Northern Nevada (HUGE 49ers Fan Country) area and when you attempt to watch channel 2 there is now an error message saying "The owner of this channel has removed it from the U-Verse lineup." So last week you chose to not televise the game. This week it's on a channel that you no longer carry? Channel 2 is one of our "local" channels. Can't remever which channel it is. Either CBS, ABC, or NBC. Madness! I've been watching the 49ers every single Sunday since I was a child. As long as I can remember. The football season is almost over now; but if next football season the 49ers aren't televised every single Sunday (like they have been in Reno for the last 40years) I will be changing service providers. I patiently await your executives to make smarter decisions! Respectfully. Loyal ATT customer and 49ers faithful fan!

Around August 25, 2017: I called AT&T to discontine service because of pending relocation from Palo Alto, CA to Kingsville TX. The AT&T representative instructed me to return my modem to the closest UPS outlet. I returned the modem, but had overlooked that I had actually purchased it three years back. The AT&T representative did not remind me of this.
September - December 2017: repeated telephone calls to AT & T customer service to request that my modem be returned to me before my WiFi service could be reestablished. Over that time, the AT & T customer service representatives have: (a) repeatedly left me waiting > 30 minutes; (b) transferred me to clueless associates overseas; (c) promised to get back to me within a week but never did so; (d) hung up on me; (e) told me basically "too bad"; (f) transferred me to dead telephone numbers and (g) refused to provide case numbers. Those interactions have cost me approximately 12 hours of my personal time.
November 15, 2017: over a 31 minute conversation (excluding the wait time to speak with anyone) employee #PL130Y informed me that it would take two weeks to find my modem, and that I would be contacted at that over both e-mail and on paper. As of December 10, that has not occurred.

I WILL NOT call AT&T to waste any further time. I insist that AT & T:
(a) contact me by telephone (new phone number: [protected])
and
(b) either return my property to me in good working order or replace it with an item of equal or greater value.

Sincerely

 Dr. F. Heirtzler, former  AT&T customer # [protected]

I order Directv in October in speaking to the Representative I was told about the promotion that was being offered by AT&T BOGO cellphone because internet wasn't offered in by area. It took it took over a month to received the phones no one from Directv or AT&T could help me. When I finally received the phones my bill is 383.00 not sure why double and not sure why the bill for Directv is high as well
I am very upset I also can't not review my phone bill on line

I have an AT&T wireless phone (same # with AT&T for almost 20 years) and a Uverse account. Both are on AT&T's automated monthly billing and pull the full balance directly from my checking account. Both accounts were paid (and cleared my bank) Dec 1. I can log into my account online and both show no balance due, paid in full. Yesterday and today, I received an automated phone call "If you are the owner of Account XXXXXXX, press 1, if you need time to get the account owner to the phone, press XX to hold" - it repeats the instructions on which buttons to press, but never repeats the account number. (Do you know your wireless and internet billing ACCOUNT numbers off the top of your head?) There doesn't seem to be a way to get to a person. Today, I let it go to vmail, thinking it might record the account number - disconnected without leaving a message. Yesterday, immediately after receiving this call, I opened a chat with Vince from AT&T customer service (I have a transcript). He verified my identity and confirmed I have $0 balance. Cannot explain the call. Only way to stop would be to stop all account messaging. After receiving another call today, I called customer service. First, Rick was unable to verify my identity (!) and I am positive I answered the two security challenges correctly, so had to call my phone (the one I called him on - how is that verification?), then said he was unable to help me and would transfer me (said he would stay on the line to make sure the call was not dropped, but did not). Ava says without the account number from the robocall, they can't help me. She is a Uverse rep, so she can't help if the call is for a wireless account. I asked several times for a supervisor - she would not put one on the phone. AT&T's customer service has been going downhill steadily for the last 5 years. I will move my wireless to Verizon and internet to Comcast by this time next week. I'm so tired of AT&T's sloppy, sloppy billing and the complete and thorough lack of any concept of "customer" or "service."

There is too much advertising during a broadcast making it impossible to see the closed captioning. They always put overlays at the bottom of the screen and covers the closed captioning. It interferes with trying to follow what is being said, whether it is news, or a sit-com, drama, movie or any broadcast. It is extremely frustrating to try and read the closed captioning when there is some type of advertising on top of it.
Please do not do this!

So I went into my local AT&T store on the 9th of November, I believe, for what I thought was a simple upgrade. However, the IPhone X was currently on back order, no big deal, right?! Wrong! Everything was fine, order was shipped with tracking number even faster the. I was told! Yay! Wrong again! November 22, my delivery date, came and went. Then I was lucky enough to have Thanksgiving the following day which I knew would cause an issue. I called anyways to let them know. Holds, transfers, hang ups, the usual. Told to call UPS take it up with them, UPS told me to call ATT they had filed lost and/or stolen now I have to of course work with ATT because UPS doesn't have or carry phones. Ok cool I'll just call back the next day after Thanksgiving. I don't want to ruin my day by being mad and frustrated due to customer service. ****I will note that almost all of the customer service reps were nice, kind, understanding, and really seemed to be trying. It was just beyond their control so I was put in the endless loop of transfers to someone who could help me who has yet to this day been found.**** Next day, November 24th, after transfers, holds for forever, and hangups, we end up conference calling UPS. This took several attempts as well and several times I was conferences in to UPS, and then the representative from ATT would mysteriously no longer be on the call anymore. Finally got it done they spoke, we called it a day due to needing to speak with some department that currently was closed. Next time I called different day same thing happened and I finally talked to someone who after hours had "got it figured out", "here's what will happen", he said. "It takes 7 days for us to go through and finish this process, you'll get al the information via email and text after this call. On the 8th day your phone will be overnighted and on the 9th it will be at your house.", he said. Great, yes, finally, some help! Days later, no email, no text, and al the patience in the world. I get a text from ATT stating that they hope I was enjoying my new device, and to be aware that they still haven't received my old device so I needed to get that in before I'm charged the remaining balance of xxx dollars. (Yes next plan). Called ATT back because I was thinking about it at this point and had not heard anything or got any of this said information about the status of things going on. I wanted to make sure everything was on track considering all the crap I had been told and ran around with before, and now my reminder to enjoy my new device that I didn't have, nor heard anything about, and send in my old phone or have a fee. It's important to note that I needed an upgrade and that I work from home and use my phone daily, constantly for my job. This poor phone is worn slap out! Same round about of transferring everyone seemed to try, once they had enough, it was their break time, or they just didn't want to tell me they had no idea what to do, I was either transferred or hung up on. Last person to speak with said he could see in the notes a claim was in there and an order number was in there but couldn't see anything else at this time. Great, it's in, I'm happy with that. I'm a very patient person, I understand things take time, I understand it's not these representatives fault, and tho maybe they should tell me they dont know what else to do or something besides transfer me or hang up on me, it's ok I just needed to know the order was in and everything was really on track. Today is December 4th, I haven't heard one single thing from anyone about my order, my original order being lost, my "new" order. The process it's going through, where we are in the process. Nothing. I start calls today at 11:30. It was pure torture, representatives great, they try to promise me they won't put me on hold or transfer me due to the experience I've had prior but here we are doing it again! The 3rd phone call today, somehow strangely, ended with me speaking to someone to help me, wasn't even told
To hang on or I was being put on hold,
To random music in my ear and then someone else starts talking saying hello am
I there and asking who I am. Somehow me and this gentleman who was also on hold trying to work with att about direct tv had got connected to each other?!?!?! How does that even happen?!?! The guy was understandably mad, he was shocked and asked me several times that I had nothing to do with att or direct tv but was a customer too. He quickly hung up and said he had to get back to calling because now he knew he was being jerked around and that he was sorry that it was happening to me as well. Here we go againnnnnnnnn, experience a high volume of calls, high wait time, blah blah blah blah... next guy. Poooooor Guy! I wasn't nice to him understandably frustrated as I let him know as nicely as I could I was frustrated and I apologized in advance for my frustration, I knew It wasn't his fault but what can I get done. I failed to mention all day that I had been asking for a manager on up to speak too, never did I actually make it to a manager. This guy was on the phone with me for about 1 hour and 45 minutes doing the best he could,
No holds he would simply mute the phone so
I didn't have to worry about that, no transfers, he was speaking to people in and around him from what I understood to no availe. I clung to this poor guy as a last dying hope and kept him on the phone while he was waiting on these illusive ATT managers. I was unaware that they were a possibley endangered species or on the protected species list because their are so few of them. About 2 hours into the call an illusive manager was lured in and he spoke with them, I didn't, he did, and was told that unfortunately he couldn't do anything else. He sees an order number however when he puts in the order number t doesn't appear that it exists. He sees a claim in my notes but doesn't see an official claim either. The time had come that he too had given up on me and transferred me. This lady went through all of it, I asked her for a manager also, she was waiting on her manager, offered to call me back in 30 minutes after she could speak with her manager. Cool, whatever, at this point. I've wasted the majority of my day when I should be on my phone working, doing all this mess with ATT. 30 minutes should have put us at 3:30 as my call back. 4:30 call comes in apologizes and now she's calling ups to see what she needs I'm back on hold, about 45 minutes of this and I'm told that there isn't anything more that she could do. Ups had a 8 day process they had to go through and that Friday should be the end of that 8 day. I would have to give them a call back, or I could
Go ahead and call ups First and see what update they had before calling att and then let att know?! Now I feel as if I'm being tasked by my boss at my job and somehow have started working for ATT. I apologize for my frustration ask her if there is anything else we need to do, why there arnt any managers ever, and why I couldn't talk to one. Hers wasn't there at the moment. She understood my frustration she said. So I asked, so now this is my job, to find out my phone is lost not shipped, and since all of this clearly has t be my fault since I'm being tasked with fixing it. Do you guys ever make calls to fix situations? Do you guys ever update a client that there
Phone didn't make it? Is it always the customer that fields calls and gets the information for you guys? Gah I need
To be paid for the day for this mess! She won't be in on a Friday (of course) so she can't call me back, so I'll have to just call in or call ups and then call att. What kind of crap is going on here?! Once again representatives nice and try, I just feel like I'm given up on because it not a typical case. Where are the managers, why can non of these customer service Red who and figure it out after trying their hardest get a manager to help? After all these calls and days, and no manager was spoke with?!?! Why do I have to finish up the research? Why do I have to continue waiting on something to be resolved that isn't my fault and is out of my hands, but I seem to have to make all the calls for the issue even though it out of my hands. I work from my phone I note again, it's important and this one is worn down. You need a better process, your managers need
To be around, if they even exist, and accessible. I am so frustrated with this whole thing. So is my only choice really call back Friday, oh and by the way call ups for us First and tell us what they said. Like
Is this seriously how things go? I had a back
Orders phone, to lost phone, to who knows what process we are in now or if anything is really being done again. Where does it end?

Resolution, changing your practices, is my goal.

Order number- [protected]
Tracking number- 1Z8E075R0207579114

Pleassssseeeee hellllpppp

Nov 22, 23, 24, and 25. I spoke to multiple reps. One named Anthony, today someone named Chance, a supervisor in the Bahamas (I think), and like 3 other reps, a store rep named Biance on Lake Mead in Las Vegas, and her store manager. None of whom could find my order, see my account, tell me why it was cancelled, give me a refund, reprocess my order. Its like paying people to do nothing because no one has actually done anything except Anthony who placed my now non existent order that no one can find unless they search through tons of systems, place me on hold for 30-45min meanwhile I sit on hold for 2hrs at a time 3 or 4 different days.

Nobody has told me why my order is cancelled nor refunded the money back to the credit card. Credit card was charged $10 three times, and once $8. It has been really horrible customer service, hung up on multiple times, in store reps can't answer my questions and time zone differences and outside US reps cause unnecessary delays and provide no substantive services. I want my money refunded or the services you cant charge me then give me nothing. This is ridiculous, deplorable, and unethical. I just need someone to refund the money back or process the order. You say they couldn't verify me but they send me email, I have an account with on demand now which says I am not a subscriber, and I even talked to a rep on Thanksgiving and now I just don't even want the cell phones transferred. I would still like the mobile hot spot though and on demand now. Please help. I will be forwarding this to all company employees, corporate email addresses, and anyone that will listen.

First time calling AT&T and asked to add a 3rd line to the plan, I asked how much would it cost me monthly, the customer service said it was free to add a 3rd line if I was using my old phone. Numerous times I have asked to make sure that I would not be charged any monthly fees for adding a line and she kept saying no, it's free. She sent me a chip for the phone with a new number. My sister in law went to the store and was going to get a 3rd line since I told her it was free, the guys at the store started laughing and told her nothing was free. I ended calling AT&T again and spoke to someone else, told her what I was told and she checked and said that it is not free it will be $20 for the 3rd line to use everything on the plan. After talking to my husband he said that was fine, $20 was ok. The customer service rep said that since we already bought 2 iPhone X's and if I'm adding a new line they have a promotion to receive an iPhone 8 for free, they pay the installments on it. Talked to her and talked to a manager and made them confirm numerous times that I would only pay $20 extra and they said yes. Got the bill yesterday and it's $40. I am beyond upset by how these people lie to their customers. And they have the nerves to tell me i can't return the phone since it's been more than 14days and that if I cancel the line I will have to pay the phone off. I said it was still under 30days and I can return it, they told me to go to the AT&T store and return it there and I will be charged a restocking fee. This is AT&T for you. I will return the phone and I will cancel my internet and tv with them as well. Their customer service representatives are lying to the customers.

My name is Desiree Mungra, I resides at Quadrille villas in 8032 Ambach Way, Hypoluxo, Fl.
AT&T installed a box for fiber optic connection on Quadrille villas property, I was taking my morning walk on the compound when my foot got caught in exposed copper wire. Fortunately when the wire stuck me I stop immediately and untangled the wire from my foot . This copper wire is above the ground . (very dangerous)
Kids also play on this open area, can you please send out someone to take care of this exposed copper wire. At least put up a caution tape so we will know the area is off limit.
Looking forward to your prompt response.

Desiree and David Mungra
8032 Ambach Way #16 A, Hypoluxo FL 33462

I would like you to understand my case when I stared ATT u verse internet and Direct TV service before I will call you tomorrow at 12:00 pm to 1:00 pm (my lunch time at work), because I am working Monday thru Friday 8:00 am thru 5:00 pm Mountain time. Please read carefully my case below and investigation every voice called from June until now including calling ATT Executive Office.

On June, I got a call from one of the seller (A women - I don't remember her name) from ATT that advertised me change service from current provider (Time Warner Cable) to ATT service. I remembered that she added me how much did I pay for current provider, I said about $89 for 2 services (Internet and TV). She asked me again that what channels and how many rooms do I have, I said I don't know exactly how many channels I got because I don't watch television a lot, because I only open for my kids (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports, and Fox Sport Go) which are currently I have with Time Warner Cable (TWC). I also said I have one receiver with TWC.

Then she said, ATT is currently under promotion for new customer, and asked me, Do I want to change? I asked her that what is the promotion? She asked me again, how many TV, Computer, Tablet, and phone do I have in the house? I said we used a lot for internet, I have 7 person in the house, about 9 devices totals and 4 TVs. She ask me what speed do I have currently with TWC, I said 100 mbps. What about Television, what channels do I like to watch? I said the same I want channel for kids (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports "now Sport Gold", and Fox Sport Go). Then she told me to wait to check what is match for my service. She said I will give you $80 per month for 2 services Uverse Internet 50 Mbps (unlimited Data) and ultimate package from Direct TV with 4 rooms for free installation and activation, I will only pay 80$ per month before tax in 24 months. I remembered that I asked her over and over again "Are you sure", she said "YES". I asked her that Direct TV and ATT are different provider how do I pay bill? She said, Direct TV is now ATT, you will be combine for only one bills in 2 service and only register and login in ATT website to pay bill. Then I give her all information to check my credit and service history something. I asked her that I open this service for my family only, I will come to Arizona for school and training and will not be there for installation for service. She said don't worry about that, They only need someone over 18 year old and open the door at the day of installation. I asked her "Is there only 1 person because my parent is old and not speak English well, I need to know and let them know before, otherwise they will not open the door. She said they will have 2 person (1 ATT internet and 1 Direct TV), she said" Don't worry they will come with their big car with ATT and Direct TV logo on the car and their shirt. Then she set up the day of installation for me on June 10 (I think).

On the day of installation, I have to back to Arizona for school and training. I gave internet username and password for Wifi setup to my mother and give to ATT to setup for my family, because my parent don't know how to setup. And the same at Direct TV, I told my mother what rooms they will come to install for 4 rooms.

One month later, on July, my mother called me and said that she got 2 bills from ATT and Direct TV. ATT charged me for service, installation and activation, and Direct TV charge me the same (service, installation, and activation). They did not combine like the seller said. Then I called (I don't remember what day on July), and spoke to about 3 departments and finally spoke to one of the manager (A Mem), I said if you charged me like this one, I will cancel the service because the bill was not the same at my promotion on the phone with the sellers. He looked over my bill and he said that because the bill was not combine that right I got 2 bills. He
said, "he apologized about mistake from the bills, I will only need to pay for $80 this month, but intake of paying $80 this month, I will give you $57 for appreciation for new service or something like that", and "he promised that the next bill will be combine only $80 for 2 services". Then I am current with the service

However, next month on August, I got the same 2 bills again from ATT and Direct TV with the same problems. I tried to call again and they adjusted my bills and I paid again.

Then, September month, I got the same 2 bills again, then I called Executive Office, they said they will sent my message to manager, they will call me about this. But, when they called me I can't pickup the phone, because of my schedule above. I called back and leave a voice mail to them. Then later on, I able to call Sue (ATT - manager), she talked to her everything from begin about my promotion, she didn't listen and she said because my bill was not combine, I have to pay bills, otherwise they will disconnect my Direct TV service, I argument with her that I will not pay the bills if the service was not the same promotion that I got from begin (June), then she cancelled my service without let me know until my parent called me to let me know that Direct TV is not working and my mother said, she got a box from Direct TV to return the equipment. Then I called Sue again, she said she disconnected my service because I requested (I did not pay bills), and tell me to ship and return the equipment again and pay early termination free. I said I am not home at that time, I can't ship them. and she did care about that. Later on, I called ATT Executive Office again about termination free and my service Direct TV. They got my message again and send to manager. I spoke to Sue again, this time she re-activate my Direct TV again with the bill combine with ATT userve and Direct TV together in 1 bills with several adjustment from my bills at that time and I paid for it again, but at this time I told her that my parent already unplug all the equipment, they don't how to install back and I am not home. She said if you want to installation, again I have to pay installation fee. What happens? I got mad about that, she cancelled my service and told me to return and the process to return she told me the service is activated? Then I told her I will back to California on Thanksgiving day (Nov, 23). I will try to connect everything again.

On November, 23 on Saturday, I tried to connect Direct TV receiver together and I got a code "722 message on the screen" I called Direct TV tech support. and they tell me that the service is active but the receiver is not activated. Then they activated for the main receiver at that time, I got busy and tell time I will call and activate 3 other receivers later tomorrow. Then on Sunday, I called and spoke to Direct TV tech support again, they said they can't activate 3 other receivers because they need more information or something, I got mad again, I requested to speak to manager or supervisor at that time, then they put me on hold for about 20 minutes with the reason that manager on the phone with the other customer. Finally, I spoke to one of the supervisor, and he guided me everything to activate 3 other receivers, then tell me try couple channels, and I notified that the package I got for my service is "Select Package" which is not have soccer channels (NBC Sports, Sport Goal, and Fox Sport GO) that I requested from beginning. I mentioned that to him and he said he couldn't help me with at, but he will transfer my phone to other person for this problem. I asked him please let that person know about my case before you transfer my phone line to them, and he said "YES for SURE" and told me to wait. After that he transfer me to DONNA or DINNA (A women), she went over again my account from beginning and said that I got "Select package from June", I said "Are you Sure", she sent me a copy of the bills from June - I didn't know that "Select Package" didn't have channel I wanted until that time. She tried to look again in my bills and tried to find something and see find out that I didn't use Direct TV service for 2 months and see give me adjustment again for the bills 2 months ($50 each month for Direct TV, total $100). She told me to call Executive Office on Monday for speak about Direct TV.

On Monday, on my lunch time for one hour, (12:00 pm to 1:00 pm) I back to Arizona for school and training again, I called Direct TV Executive Office, I looked over my account and said that my account opened with "Select Package" not "Ultimate Package", and if I want Ultimate Package I have to pay more month each month. They said they will give me $230 credit if I want to change to Ultimate Package for 24 months. I said not, I just wanted to get what promotion I support to have from the promotion from June when I spoke to the seller. They said they are Executive Office, not a seller, they don't know what is the promotion before. I got upset about that. They looked over my account again they said, I have service from September not from June, and they said that I only pay about $10 for Direct TV until know, I said what? I login to ATT website and paid the bills every month? why don't you tell me that I didn't pay the bills?, Then they said, ATT is ATT not Direct TV, Direct TV is Direct TV, They said "You are currently talk to Direct TV not ATT, they don't know that, they don't have ATT account? I got mad again, I said I paid the bills, why don't you tell me I don't pay the bills. They got mad at me too, I think they said" what do you want for Direct TV", I said I want the promotion that I got from June with the kids channels (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports, Sport Gold, and Fox Sport Go), if not go head and cancel my account, They said they will give you any package I want but I have to pay more. I said this is not right what about my promotion from June?, They said they don't know about June. I got upset if you want to cancel go head to cancel, I will not pay termination free, I will only pay what I used from the service because you broke the contract from beginning not me and I said I have to go back to work again and can't argument with you again and again. Then I backed to work.

On Tuesday, I got a called from my mother said that, Direct TV is not working again. Then I called Executive Office again, they tell me that I requested to disconnect the service from Yesterday, I said I didn't. They said they also read over information with me on the phone, and agreement and termination as well. This is not truth, I told them I am back to work at that time and they didn't go over that information with me on the phone. Then said they can't do anything for me now

On Wednesday again, on my lunch time, I called ATT Executive Office about my Direct TV service, they said they will sent message to ATT and Direct TV manager to call me again. I got an called from ATT (Sue) this time, She said she only speak for ATT internet service only for now not Direct TV, If I want to cancel ATT internet service too, I have to pay termination fee too. I said what about Direct TV, She said she didn't know about Direct TV, I have to call Direct TV, but I told her that" you spoke to me about Direct TV before, and now you said you don't? what happens?. She said that she spoke with my many times and know about my case for several calling before, If I don't have any update information she will not change her decision to avoid ATT internet termination fee. And she mention that my ATT internet is not combine with Direct TV anymore, if I stay in ATT internet service I have to pay $40 per month.

On Thursday, on my lunch time again, I called Direct TV tech support again, and requested to speak with one of the supervisor (A men). He told me that my Direct TV is currently cancel by my requested from the noticed he got. If I want to back to Direct TV, he will active it right now but I have to pay full price with no promotion or anything discount for me? what happening here?. He was not professional service from this call. I told time I will call ATT Executive Office again tomorrow to find out what happening here?
You guy want to change, charge or adjustment my account as you want without let me know anything. I can't believe this.

Then, I got a called and email from you (Rebecca). If you can please read carefully and go over my account (ATT uverse internet and Direct TV) again before call me after 12:00 pm thru 1:00 pm. If not I will request to cancel all service from ATT and Direct TV together and go back to TWC. I will not pay termination fee from both service (ATT and Direct TV) because I didn't break the contract.

If you continue this problem with the termination fee I will write letter complaint to Better Business Bureau (BBB), California Department of Consumer Affairs, Governor or Government Division Office, and ABC News and so on... I promised that I will know give up this problem with ATT and Direct TV.

My name is Sanquanita Nellum, account #[protected]. I made a payment arrangement to pay $191 on 11/11/2017, and I paid it early on 11/09/2017. For some reason, your company attempted to deduct $140 from my checking account several times, however the payment was not successful. $140 was due on 11/17/2017, and I got it extended to 12/08/2017 however my services are suspended effective 11/27/2017. I placed a call to customer care today and was told I only have a ten day grace period to make the payment, and the payment arrangement for the 8th was not valid. He also stated that my services will not be restored until I make the payment for $140. I'm very upset and dissatisfied with AT&T. I have been a loyal customer for so long, and I feel as though my payment extension should have been valid to 12/08/2017 and that my Services should not be suspended ten days after the due date. This has never happened, and it's not a good way to treat your customers.

November 21, 2017

to: a t & t consumer conplaint department
p. o. bix 5014 account #[protected]
carol tream, illinois [protected]

to: direct tv consumer complaint department
p. o. box 105261 account #[protected]
atlanta, georgia [protected]

reference: Gary L. Clark, 511 Piedmont Hwy, Piedmont SC 29673 TELE #[protected]
Service Connected: 10/25/17 Disconnected 11/07/17

Gentlemen:

Upon receiving AT&T / DIRECT TV advertisement flyer in the mail (copy attached); I called and inquired of the special "bundling" of TV, land phone and internet as reflected in the attached flyer. However, we spoke directly of our specific request for keeping our same telephone number [protected]); which had been disconnected, one day earlier, from our previous service carrier. We did not want any service, and specified this non-negotiable fact, UNLESS we could get the number noted above. Our phone call was routed through several technicians and it was repeatedly "GUARANTEED" to us, that we would get the requested number. We were told we would initially be assigned a temporary number but, when our previous service carrier "released" our [protected] number, we were guaranteed to be given the number. I made it perfectly clear that NO SERVICES were to be connected, if AT&T could not guarantee the number and, further, we were guaranteed a 30 day free trial period…if for any reason we were not satisfied with the AT&T "bundle service package", we could disconnect with no penalty(s). Further evidence of these "guarantees" should be in your records; as we were always forewarned that AT&T was "recording" every conversation. We too recorded our conversation with your agents; as well as with ‘supervisors' and ‘heads of supervisors' we requested to speak to; when suddenly no one remembered making these guarantees.

Our service was connected on 10-25-17. The reception was poor; constantly being told "signal was lost on satelite" and/or the picture was broken and distorted. After constant phone calls from AT&T to us, informing us of a problem with our request for the specific telephone number; this began our endeavor to get confirmation of the "guarantees", based on "recorded" telephone conversations PRIOR to our service being connected. Remember, AT&T records all conversation pertaining to "service orders". The response to us was: "A guarantee would never have been made from AT&T" and/or "our previous service company HAD NOT released the requested number". We, of course, knew the guarantees HAD BEEN MADE. As to the second response; we called Charter (previous service company) to confirm whether they had released the number; only to find out the number had been released a week earlier! The fact is, NO guarantees were followed up and only excuses heard as to why not. So based on our bad reception and all of the misleading guarantees; we sought to initiate our final option of disconnecting service with AT&T / DIRECT TV UNDER THE "GUARANTEE" OF A 30 DAY FREE TRIAL.

Page 2 of 2 AT&T / DIRECT TV COMPLAINT DEPARTMENTS
South Carolina Department of Public Utilities Commission

Well, again, we were told there was "NO such guarantee made".

CHECK YOUR RECORDS, as we have ours. Keep in mind, our service was based on the advertisement "priority code [protected]; two years guaranteed rates for the bundle of AT&T Internet, Direct TV and AT&T wireless phone for $74.99; however we needed and requested a land phone instead and was quoted $99.99. All these guarantees began from THE POINT OF INITIATING OUR ORDER. Your tech went through several other in-side AT&T contacts, before making the guarantee to us; down to your In-Home Expert (Thomas Eichman) who came out and confirmed all guarantees. When phone calls began, from AT&T, implying possible denial of guarantees…We went over all conversations; reminded your agent of "recorded" confirmations at AT&T and our "personal" recordings of those guarantees…EACH call was always clarified and reconfirmed as "Not a problem, the guarantees would stand"

NOW, we have received separate bills from AT&T and Direct TV. The AT&T bill totals #176.76. The Direct TV bill totals $457.57. Keep in mind the promo flyer we ordered from clearly states all three (3) service (AT&T internet, Direct T V, AT&T cell phone) all for $74.99; however we chose to go with a ‘land phone' at the rate of $99.99. AT&T disavows a 30 day free trial of all 3 services. Direct TV says they have a separate billing and was never to be packaged with AT&T and says they have an "early" termination fee. Well, it seems the problem is with AT&T's flyer; which clearly states all services are being sold under AT&T. They verbally, by phone, stated their guarantees to us and, further, notified us of their recordings of all conversations. When I was repeatedly informed that our conversations were being recorded'… I, in turn, informed your agents that "I" too was recording our conversations; which doubly substantiates the guarantees made by AT&T for all 3 services.

We are registering a complaint with the AT&T Complaint Department for AT&T's misrepresentation of "bundled" package offers; offering "guaranteed" clients' requests to obtain a client's service order; then disavowing having made ANY guarantees. Further, we are registering a complaint with Direct TV for misrepresenting their services and allowing a second "primary" company to include and quote their services - as one major package, combined; then disallowing their services billed under AT & T. If this is the case, then Direct TV should have no right to bill us anything; as we ordered all services under AT&T. We have NEVER authorized any service orders to Direct TV. Our conflicts of information is directly from AT&T.

Further, we will register a complaint with the South Carolina Department of Public Utilities Commission concerning the misrepresentation of AT&T and Direct TV and/or their joint collusion to misrepresent and cause confusion and undue financial burdens on the citizens of South Carolina.

This whole situation can be corrected by both companies acknowledging their misrepresentation of "guaranteed" services, whether directly or indirectly does not matter; and correcting the billed liabilities to our account as null and void.

Gary L. Clark 511 Piedmont Hwy, Piedmont SC [protected]

Cc: South Carolina Department of Public Utilities Commission