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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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9:03 pm EDT
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AT&T promotion not true

AT&T has been sending us offers of bundling 3 of their services and we could choose from 4 services for $147 per month:
1)U-verse TV450 channels,
2) Internet DSL,
3) Voice (home phone),
4) Wireless phone.
We visited an AT&T sales office and chose the bundle of 1, 2 and 3.
Two days later we thought it over and wanted to change the bundle from ATT Voice to our current ATT wireless service. The agent in the same location told us that it was not possble to change the U-verse order . We wanted to cancel it and start over, but the agents said it was impossible to cancel. We tried to call several AT&T numbers, but after 6 pm we could not get through to any agent on he phone. After 7 pm we got through but were redirected to the Phillippines to a call center that referred us back to the ATT sales office (which was, of course, closed after 7 pm EST).
OK, we went back to the office the next day. This time it seemed to be possible to modify our order. We had to wait for 2 hours for our request for modification to be processed. They confirmed that the promotion would still appliy and the charges would remain un-changed from the original order. They started with having us sign a new wireless contract for 2 years. After two hours we got to the end of this, but we wanted to see the amounts on this modified orded in writing. At first, the agents were reluctant to give us anything saying that the original order is valid. We were firm in our request for the charges to be printed, and then, lo and behold, they could show them to us. Surprise! There was a $30 extra charge. When we asked why, they massaged some figures and gave us yet a newer sheet with figures. Ah, and on this new one, the $30 charge disappeared, but 200 TV channels were also taken off. This was our 7th hour of trying to take advantage of the AT&T promotion. We decided to cancel all orders and keep our Satellite TV, existing services. We are now looking for an alternative Telephone and DSL provider.

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7:52 pm EDT
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AT&T fraud and over billing

AT&T continues to defraud by making promises they do not keep and billing me for services I have not ordered. Time and again AT&T has promised changes in my U-verse and phone services that they do not do. The last two months they have charged me for services I did not order. The FCC seems to be complicit with them because they defer complaints to AT&T and do not follow up with the consumer. What a racket! Graft and corruption or total and complete incompetence? And no good options because there is no open competition and the other available company is just as bad. Who is looking out for the consumer?

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kittylaptop
new york, US
Aug 23, 2010 7:59 pm EDT
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In our consumers are to be clear about]

http://www.keyboard-world.com/Laptop-Keyboard/Dell/Dell-Inspiron-1100.html

http://www.keyboard-world.com/Laptop-Keyboard/Acer/Acer-Aspire-5630.html

http://www.keyboard-world.com/Laptop-Keyboard/Acer/Acer-Aspire-5100.html

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11:03 am EDT
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AT&T promotion card

When Buying a cell phone from at&t they offered a rebate of $50 and sent us a visa card. I tried to use it at a restaurant and it was declined. At&t adds 20% on to the bill for the tip. You can not use the card unless the bill and the 20% tip come to under $50. So it means when you use the card for under $50 at&t keeps the change. What a scam. These people blatantly lied about this. A rebate and a visa card are two completely different things. The point of doing this is so at&t does not have to give the total rebate. At&t should be ashamed of themselves for purposely concocting a scam. I also own a business and I would never dream of treating customers this way. I have seen many complaints regarding the promotional card on numerous other sites. Shame on you at&t. I think you should rename your company AL&S for A LIAR & SCAM. Anything to make a buck . right at&t. When my plan runs out I won't make the mistake of choosing the at&t scams again.

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Candace Combs
San Francisc, US
Sep 20, 2010 2:24 pm EDT
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I am so sick of AT&T. Their coverage in San Francsco is awful. They are the worst company out there. I use them for my iPhone and also my DSL. They are terrible! The worst service I have ever had. I am trying to get out of all of my contracts right now. I can't believe they are able to stay in business. Oh right they own everything. Why when companys become huge they stop caring about the people they serve. We pay all of their salaries and they treat us horribly. I can't even turn on my 3gs in SF. If I do my phone completely stops working. I pay them $130 per month that is $1560 per year. They are awful and expensive!

Run from AT&T don't walk.

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11:35 am EDT
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AT&T the service is nightmare

I GOT AT&T UNVERSE SERVICE ABOUT 2 MONTHS AGO. IT WAS ONE OF THE WORST MISTAKES I HAVE EVER MADE. THE SERVICE IS REALLY BAD. MY TV FREEZES UP EVERYDAY. MY PHONE SERVICE DON'T WORK HALF THE TIME. AT&T KEEP SENDING MEN OUT HERE TO MY HOUSE. BUT THE PROBLEM IS ONLY CORECTED FOR A SHORT TIME. MOST OF THE TIMES I CAN'T EVEN WATCH TV. THERE IS NO SOUND. FREEZING UP PICTURES, CANNOT TURN CHANNELS, AND ALOT MORE PROBLEMS. I WOULD NOT ADVICE ANYONE TO GET THIS SERVICE. AT&T ALSO PROMISE YOU MONEY TO GET THEIR SERVICE. BUT THAT IS ALSO A LIE. THEY GAVE ME A PREPAID VISA CARD WITH $20.00 DOLLARS ON IT. AND IT WAS DECLINE WENT I TRYED TO USE IT IN THE STORE. THET PROMISE ME $350.00 TO GET THE UNVERSE SERVICE. THAT WAS A LIE ALSO. IT IS WRONG FOR AT&T TO TRICK PEOPLE IN TO GETTING THERE SERVICE. I AM READY TO CANCEL MY AT&T UNVERSE SERVICE. IT IS NOT WORTH THE MONEY YOU HAVE TO PAY.

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6:14 pm EDT
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AT&T bad bad service

Please do yourself a favor and use a service that is not U Verse. Once they get you signed up they cannot figure you which way is up. They have spent over 6 hours of my time trying to trouble shoot all kinds of problems including double billing and they would rather argue with you than fix the problem. Just do yourself a favor and steer clear. They have way to much computer stuff and they can not work it and they never know who can answer your problem. Every time you call just know that you will spend at least an hour and you are going to talk to 3 or 4 people. If you decide to use the service you need to document all the people you talk to and what they say because they switch you around and then argue with you about that you are doing or what they said. Just save yourself the head ache and use someone else.

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10:38 am EDT
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AT&T very poor management and customer service

To Whomever:

Within the space of an hour, I have progressed from annoyed to irritated to really, really angry.

I am hoping that the people I spoke with have taken copious notes, as I am really, really tired of repeating myself.

Yes, it's been a "really, really" bad encounter with at&t.

I'll just start with today and get around to the reason I called in the first place.

After being told by a machine that you had unprecedented high call volume, I waited and waited (in these economic times, has it occurred to you to maybe hire additional people during these "unprecendented high call volume" times?), I was connected with a "Mr. Jenkins". In the middle of the call (and I was only in the "annoyed" phase and hadn't even approached the ire I am now experiencing), we were disconnected.

PEOPLE! YOU ARE THE PHONE COMPANY!

Not only did I have to give him my phone number (what self-respecting phone company doesn't have caller ID?), but we were disconnected! And he didn't use the information I had to give him (along with my name and the last four digits of my SS#) nor his less than stellar customer service training to follow through and call me back.

At that time, I progressed from "annoyed" to "irritated".

I redialed, waited and waited, answered the mechanical voice's questions, waited some more and some unintelligible woman answered my call. I politely asked her to speak into into the telephone as I couldn't hear her. From what I could understand, she told me that she was working with a headset and couldn't adjust the volume of her voice.

I did understand her telling me to "have a nice day" before she hung up.

PEOPLE! YOU ARE THE PHONE COMPANY!

In theory, communication is what you are about!

At this point, I was real close to "anger".

I redialed, spoke with the mechanical voice and waited and waited some more.

It's not like I had anything else to do other than hold for another inept "customer service representative" to deign to do their job.

I was connected to "Martha", who spoke very distinctly and was very nice and diffused my anger somewhat, but . . . .

This is where I am hoping that your "agents" took notes, because I have been calling about my phone bill for months and finally figured out that I was misled and have been cheated by you and I don't really want to go through the story one more time.

I was sold a lie. And have been cheated and lied to for about 4 months. I don't want to have anything to do with your company ever again.

I am giving myself a week to find another telephone company and internet service provider and then I will quit you.

You all should be so ashamed of the way you do business. And I have been a customer for about 40 years.

Maybe I should be the one to be ashamed for being so trusting.

Susan Merritt
[protected]
last 4 digits of my SS#6502
Yes, you have my permission to access my account!
DUH!

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Arekati
Smyrna, US
Sep 13, 2010 6:44 pm EDT
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This is our third complaint against AT&T. Not only did AT&T arbitrarily cancel our phone number (because we are trying to move to a competitor provider), they even cancelled our order to reinstate it. When we called to find out why the service had not been turned back on on the date (after they made us wait for 10 days), they promised to call us back in 20 minutes. They never called, they just needed the 20 minutes till the office was officially closed and we could not talk to anybody. In 20 years we have not exprerienced anything like what's going on in AT&T. They are deliberatly and repeatedly violating consumers' rights.

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8:15 pm EDT
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AT&T freezing and billing

I have only had att uverse for two weeks and it truly has been a pain in my butt! When I initially signed up, I was given a quote with a great deal. I was told I was guaranteed that price for one year and that I would receive 30 day free trial. First of all, the day the tech came to install everything, which was phone, cable and internet, he was at my house for 7 hours. He had trouble setting up the cable and internet, he finally got on the phone with technical support only to find out that they completely messed up my order and he had to re-submit my order. I thought I would give him the benefit of the doubt and blame human error. Well, because he had to re-submit the order I had to call back on Monday (the tech came out on Friday) to set up the phone since he couldn't do it since the office that does that was closed. So, everything was fine over the weekend. I called to try to set up the phone. And I was given a run around. They could not get my phone started because the tech didn't leave the battery backup and the special phone plug(which was just a regular phone plug). The person on the phone told me she would mail it to me and should receive it by Thursday. I also made sure that I was guaranteed the price I was quoted, the person on the phone guaranteed it. When I finally received the battery backup and plug in the mail, I followed the instructions and called to get the phone number set up. At this time, I was told that the phone could not be set up until Friday after 8 pm (a full week after initial installation). Over the next two weeks, my tv and internet started to freeze up. I called initially, the tech told me to reset the boxes and found no errors so of course she couldn't help and thought she had. A couple days later, my husband calls them again in regards to the freezing tv. They send someone out, he changes the wall outlet and says he found the problem. Within an hour, the tv continues to freeze up. In addition to the freezing tv problem, I receive a phone call on a Saturday saying my bill was ready and that the first month would be higher than the rest because of the prorated first month. So, I go online look up the bill and find to my dismay that I was charged for the first month, even though I was guaranteed one month free trial. And my bill was not for what I was quoted, big shock!. I tried to call on Saturday, talk to a tech and he tries to connect me, puts me on hold and then comes back and tells me the billing office is already closed and to call back on Monday. What a nightmare so far and it's only been two weeks!

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maxwell98
Prospect Heights, US
Jul 05, 2012 2:37 pm EDT

This is only the beginning of your nightmares with them. I just cancelled them and originally they had me submit 100.00 deposit just to start UVERSE, which now no one seems to know anything about. I've been transferred 8 times so far today. Your nightmare is just beginning.

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3:32 pm EDT
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AT&T horrible customer service

AT&T customer service is horrible - it's not even about the attitude towards customer, but the fact that they have NO IDEA what they are doing and there is no synergy between different departments.
We ordered 2 phones July 23rd, they got shipped on the 24th. Before the shipment got here, they called us at our billing address (we just moved to a different state so the shipping address was different) to confirm it wasn't a fraud. We cleared it with them, and thought all was well, but NO. On Tuesday, Fedex tracking website showed that they tried to deliver it once but couldn't, as no one was home. I expected them to leave me a notice so I could come pick the shipment up; however shortly after (an hour) they declared "shipment exception - undeliverable". I called, and they explained that AT&T themselves called to CANCEL THE SHIPMENT. Called AT&T and they said they would send us the phones back when they received them. We waited, and waited. 2 weeks later, I called AT&T (both Wireless & Premier), and they insisted that the phones weren't in the inventory and it had been shipped to us. I called Fedex, who nicely gave me a returning tracking number, and the phones had been returned to AT&T warehouse in Texas A WEEK AGO.
Called At&T again and gave them the tracking number so they could see it themselves, and they said the warehouse probably takes 10-14 days to process the shipment - sure, I'll wait. For a week, and still nothing. We then called to cancel our service, so that we can start a new account and get free phones (with rebate). But they wouldn't let us cancel, even though it's still within the 30 day limit for free cancellation. Reason? Because we didn't return the phones ourselves and had no invoice. WHAT THE ###? At this point I was sure AT&T was ###ed. So we asked for an upgrade, and they said something about a reverse upgrade wherein we can get new phones without having to pay anymore, and promised to call us back. A day passed, nothing. Had to call again, and again, and again, to finally get an order on new phones without having to pay.
I was stressed out, frustrated, and just plain pissed off. Altogether, my boyfriend and I (holders of the account) called At&T about 50 times (we called, then were put on hold for over an hour, couldn't stand it, call again; or got inane agents who transferred us, on hold for hours again, so we hung up and called back, and met other agents who also did not know anything, and had to call again hoping to speak to other agents or supervisor. Some of them even disconnected while putting us on hold. I know it's not their fault, but they were incapable and were not helpful nor trying to be (except some of them who were nice, but unfortunately also couldn't do anything). Everyone of them said a different thing, and transferred us from at&t business to at&t personal, and back (as we got our account through a discount from our company, a big corporate), then to at&t premier, and to premier general, to customer support, to order status, to...I DONT EVEN KNOW WHERE anymore. It has been a nightmare, and even though I really don't want to be at&t customer anymore, I have no choice - they will charge me cancellation fees. I just have to till the end of the 2 year contract, which terrifies me - who knows what else will happen?
So basically, this is the timeline:
- July 23rd: order online through Premier
- July 24th: order shipped
- July 26th: called from Fraud department; cleared the issue re: different addresses
- July 27th: Fedex declared shipment exception, undeliverable. Called Fedex: at&t cancelled shipment. Called at&t: they said they would send back the phones once they received them.
- August 4th: called at&t continuously from 8:30 am to 4pm (was put on hold for about half of that time). No one knew what was going on. Did not find phones in inventory. Showed them Fedex records; they said to wait.
- August 5th-August 12th: called At&T multiple times; got transferred from dept. to dept. Someone suggested upgrade reverse (no idea what that means) and promised to call back. Did not get a call back (she called back once to let us know she's still waiting, and would call us again - I guess it was a lie.) Called 3 times trying to find that agen (we got her name), but turns out there's NO WAY to contact an agent directly.
- August 10th: got refunded, not sure if it's the rebate or if it's the refund we got from the returned phones.
- August 13th: called at&t from 12pm-4pm. The last agent said the phones had NOT been returned! After explaining it to her twice, she was able to place a new order for our phones, which hopefully will arrive soon (don't know yet).
If we don't get our phones in a week's time, I'm seriously considering legal actions. It's no less than a fraud. I understand that they have to take measures against phone fraud, but if the fraud dept. already cleared it with us on Monday, how come they called Fedex on Tues to cancel our order? On top of that, none of the agents/supervisors were willing to resolve the problem, instead trying to push it to another dept. or convince us to pay more money to resolve it. At&T is completely unprofessional! I don't think it's the agents' fault completely (even though many of them were clearly incompetent and don't know what they're talking about), but the at&t system as a whole. Please, if you really want to get an iphone, find a way to do it without having to deal with at&t. At&T is a horrendous company - I can't believe they still have customers.
It has been a nightmare. Just typing it here makes me want to hit somebody. Please, heed my warning and avoid at&t AT ALL COST!

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Smr9
, US
Aug 21, 2015 11:04 am EDT
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AT & T Has the most disgraceful customer services, or lack thereof of any business I have ever done business with! They are full of lies, full of scams, refuse to call you back when they promise to do so etc. etc. etc. NEVER AGAIN!

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PISSED33hrs
, US
Aug 20, 2015 4:04 pm EDT

To provide service, over the phone, one would think that communication would be held in some kinda regard. At the very least, speak the language so that it can be understood. 3 days, 20hrs on the phone. A TOTALL LOSS AND WASTE OF TIME>
Solution:
Call the normal att 611 number, follow prompts to cancel service, when you get a live person, tell them what you need and that you know they cant directly assist you but you need to know the steps for your issue to be resolved. They will help they helped me. Hope this works for more ppl.
Its unreal that they bother to call this premier, worst service i have ever had from att

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S. Ibusuki
Edmonds, US
Feb 12, 2015 12:48 am EST

Oh I am glad to know I am not the only have had a horrible horrible week with Att! They keep saying sorry About the previous persons mistake bit then turn around and do the same thing! Even the supervisors. Don't know if they are stupid or just don't care. I ordered a phone they cancelled it and don't know why it happened but cannot help me until that has been pricessed bit Also cannot return my Money which they took yet because it takes time to return but in order to process they have to charge me again! what?

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johnmerb
, US
Oct 29, 2014 3:32 am EDT

I have a personal account but a discount through my company. I have an iPad through AT&T Next. Try to upgrade it and it takes me to the Premier site, which won't let me log in. I use password reset and it sends an email to my company email with a link. The link lets me into the Premier site. I select upgrade options and it makes me go to MyATT on my personal account, so I log in there and select upgrade options, and it takes me to the Premier site, which won't let me log in. Repeat.

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UnsatisfiedCustomer2014
, US
Oct 04, 2014 11:22 am EDT

Reading this forum, it's mind blowing how incompetent the employees at Premier ATT truly are. I had a similar situation as all of you. I had placed an order for an iphone 6 plus that had shipped but I never received it. Even though the tracking number for FedEx stated it was delivered. Tried filing a claim with Fedex but they gave me the run around, and transferred me all over the place and proceeded to tell me that the claim would take months to investigate and I should contact ATT directly as it is their problem. I contact ATT on a Wednesday (same day as the supposed package should have been delivered to my doorstep but was not) and file a claim and I am told by the customer service rep that I will receive a call back within 24 hrs telling me whether it was approved or not and have a replacement phone shipped. By Friday I still did not received any phone calls so I call to check the status. 9 Customer service reps and 5 different departments later there is still no resolution and countless differing information. By the end the 9th Premier customer rep told me I can either get a refund or a replacement phone. And from the beginning I said I wanted my phone. So she supposedly placed an order for a replacement phone to be shipped with no charge to me and that I would receive confirmation via email. It is now Saturday and I have no email, and I called Premier and that ridiculous department doesn't work on the weekends. And go figure none of the other departments including the online order department can't access their systems or read their information and notes! I am beyond fed up with these people not knowing what they are doing, everyone transferring to different departments as if it's not their problem. They truly don't know how to fix problems and make the customer happy. After 15 years with ATT it's the first time I'm questioning their service. This problem could have been avoided had they sent such expensive phones and required a signature upon arrival. Then FedEx wouldn't have screwed up the delivery and all this could have been avoided. So in the end I am still with out a phone, and they took my money. Wonder when this, if ever will get resolved.

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not born yesterday fools
, US
Sep 16, 2014 6:59 pm EDT

I'd like to say there is misery loves company with all of these complaints. But, I am miserable and the company doesn't help!
Probably a little dramatic with miserable, because it's just a phone. But, it should be a simple process. order phone, ship phone, receive phone. If phone is lost by carrier, go to carrier and investigate while giving customer a different phone. The maddening part is that phones and orders is ALL they do. They should be good at it.
I've been talking with 3 different "live" people and 2 "chat" people - real or automated i still can't tell because their responses are so stupid. They cannot grasp the situation: order-ship-lost by carrier. I have had to explain the situation so many times now i have the 20 character tracking number memorized as well as the long order number. They will not send a new phone out until their "investigation" uncovers where the bleep the stinking phone is!

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mstephens
New Hope, US
Jul 30, 2014 12:28 pm EDT

Going through the same thing now with Asurion (ATT, insurance provider) they send the replacement phone FED EX. Received the next day, awesome service...BUT they provide a label to return the broken phone. Smart Label with a Tracking number provided by ATT, drop it at the post office...then nothing. The tracking number provided by ATT is an invalid number on the NEWGISTICS website to track Smart Label returns. Also did a little research and found that the number ATT provides to the customer in the replacement FED EX box is ALWAYS not recognized by the system and therefore cannot be tracked. They bill your att account after 10 days, tell you that they cannot track the package with the number they provided you and advise you to contact USPS. USPS asks why would ATT send customers to them to explain the Smart Label problem, the USPS employee told me to search on google about NEWGISTICS and find that they bill themselves as being able to help you MAKE money on returned items. They give incorrect tracking info so that ATT bills the customers account for the full price of the phone, plus the deductible that was paid (199.00 in my case), then after you pay ATT activates the Insurance for lost items it purchased with the Smart Label it gave you...but it only insures them. So they are making 100% profit by using a company which doesn't update tracking info (mine says not recognized)...The employee at USPS said that there is currently a fraud investigation against the shipper and ATT for this exact reason. Google lost returns Smart Label, they profit...we suffer

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TysAri08
Eagle Mountain, US
Jul 03, 2014 1:11 am EDT
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I had a very similar experience. It has taken over a week for me to get set up with their service via the so-called "Premier" business center. I ordered 2 devices (phone and tablet) all paid the taxes on it for no money down. They sent the phone, but the tablet was back ordered. I verified that I was all set and it would be shipped as soon as it was in. I checked the status online and 2 days later when I checked again the order was cancelled! I am still yet to get an answer on why it was cancelled. Nor, has my money been refunded, I will have to dispute it with my bank. What makes it worse is that 3 different times I called in to speak to a supervisor and was told I would receive a call back. Didn't hear back once!

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Muth12
Dearborn, US
Jul 04, 2013 1:52 am EDT

I have been through similar situation. It has been a week since I placed my order and informed them about the wrong shipping address issue. They have not been able to change the address yet or cancel the order. They expect it to be shipped within two weeks (and no guarantees) to the wrong address and I have to deal with FedEx to return it. Then start a reverse order process and god knows when they will have it in stock. I am seriously considering cancelling my plan altogether an never come back. It will make me and my wife fell better even if we have to pay extra money. To me, it is about honesty and integrity. I think of myself as an as...hole if continue with them after this treatment.I hate At&t now.

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Lizajane1
Whitesburg, US
Jan 31, 2012 9:29 pm EST

I have had a very similar issue with Premier. I had an upgrade available in which I purchased a phone that was to cost me 1 penney. The next day they billed my debit card for the phone ($129) so I called them - they removed the charge, but the very next day they billed my account for an additional $139 - who knows where that came from! I have been on the phone with these people for a week now waiting for my money to be put back into my account and it has yet to be credited. They absolutely suck! I have never had a problem with AT&T and have been a customer for 12 years but these Premier people are absolute idiots.

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6:33 pm EDT
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AT&T multiple thoughts; no solutions

My experience has vetted 1 tech out of 5 who has the snap to be working as a tech. Few if any at ATT Uverse has any idea what they are talking about regarding the technical side of fiber optic delivered TV and internet. The fiber optic cable stops at a hub in some unknown location and then everything splits from their via whatever material they choose to use. At the house you get whatever the contractor decides to run into your house. Then a year or so later a tech comes into work on a problem and says that sure is a cheap cable coming into the house.
Connections outside corroded. Boxes failed. Modems wear out. All of this was bad enough and we should have known from the beginning. It took them over two weeks to get us set up and working. Then another two weeks to work out the bugs.

Microsoft had its blue screen of death, but Uverse has its orange screen of regret. "Orange" you glad you chose ATT.
Nope!

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Yes I Will Complain on your A$$
Clear Lake Shores, US
Dec 14, 2010 9:19 pm EST

Yes att uverse does have a few kinks to work out. That is because it is meant to run on fiber optic underground cable and older neighborhoods don't have it. Yes there is a "hub" the signal is recieved from and it's not in an unknown location. Not everyone gets the signal it depends on how far away you are from the box. My husband has worked for At&t for the 4 years now and is one of the best. I don't know your location and I don't know the techs there but I am sure if you could do a better job they are always hiring... www.att/jobs.com

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AT&T poor service scam

Truely this company is out of control. I blame poor management.
The United States government needs to break up this monopoly again and start over. Their service to businesses is third world at best.
Do not every try to change or correct anything. They WILL screw it up.
Really I am not kidding. Business owners beware. They will scam you with everything they do. Contracts. Upgrades. Service calls. Work orders. I have experience all of these headaches. Try their DSL. Oh my God. It will put you out of business for days. Please believe me. Just try to call and get service even if you do not need it. You will not believe the long wait. What a shame business owners just keep paying and paying for bad service.
You have been warned.

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AT&T poor connectivity and customer service

Modem Requiring Resets on a Weekly Basis

Customer Service - Out of the Philippines if you call after 5 pm. The phone tree is insulting as they ask you very common questions like "Do you have your modem in the "on" position?". They take a long time to pick up the phone and when they answer they sound like robots. They cannot connect to the billing system or people for "credits" if you have down service.

Service is getting poorer over time. They say they want "satisfied customers" but they basically give you easy troubleshooting steps as you wait for 10 minutes +. I think they are having growing pains. They offer Uverse which is taking up all their bandwidth.

As you wait they tell you go to a website so you will get off the phone and reduce their call volume. Their "phone tree recording" is INSULTING. They talk about simple issues about antivirus being on your pc, while trying to sell you some AV product. I mean seriously why would you sell a product when you cannot offer a product that we have already purchased... That is like "buying milk" at the store and you find out that it is spoiled. As you are returning it, the service person is trying to sell you another product such as "Saltines". You want milk and they offer you saltines. You just want to quench your thirst.

They are insulting. Get customer support out of the US instead of overseas.

The latest they say wait 8 min. It has been 10 min now and still counting. They don't offer the service they promise nor meet one's expectations.

Directv is probably the way to go.

Rich

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AT&T lack of service

At&t august 11, 2010

To whom it may concern,

This letter is to express my frustration and disgust with at&t and the service that I was provided while trying to set up my business phone line, fax and dsl service.

I have been a residential customer of at&t for the past 22 years with 16 years at my current address and phone number. I have a home phone line. I had a home fax line. I am also a wireless customer with at&t. On the home fax line I had my dsl service, for about 3 years, with very few problems.

On july 9, 2010 I placed an order for two new business phone lines. A tech was dispatched to my home to set up my two new lines on july 12. He did his job, but, another tech was sent out on july 21 to add lines to the inside of my house and get my service up and running. While he was here, he asked if I would be keeping my home fax. I said that I would not need that line, but, my dsl ran on that line. He had me cancel the phone number and my dsl service (He used the existing line for the new fax line) and told me that when he had completed his job I needed to call at&t and have my dsl service moved to the new fax line (That he had just installed.)

I set up an appointment to have my new dsl connected on july 23, 2010. The tech said that there was a problem but that his boss (John houston [protected]) would make sure that my service was up and running by 8pm. It was not. I spoke to john on the phone and was told that my dsl service would be up and running by the time I woke up saturday morning. It was not. I left on vacation for a week and came home to no internet service. On august 4th a tech was to be dispatched to “fix the problem” and get my line up and running. On august 4th, I called at&t to check on the status of my order and to see where the tech was. I was told that I had received a phone message that there was a problem with getting the dsl service that I had ordered. (The message was left with [protected]…that is not my phone number…I did not receive the message…how ironic that at&t, my phone service provider, can’t get the number correct). At&t said that they would send a tech out on august 5th. The tech came out. He noted that I did have dsl on my line, but, that it was running terribly slow. He checked my order and said that the order was for the lowest package that you offered. I know that I ordered the fastest dsl package that at&t offered as it was important to my business. While the tech was working on my line, I called at&t and upgraded to the “elite” package (I was told that the “elite” dsl would be up and running by close of business on august 9th.)

After more than 3 hours of working the tech came back to my house and said that at&t could not provide me with the dsl that I had ordered. The tech said that he was told by his boss (Paul zivat) that they are upgrading the dsl lines and that they are not setting up any new service in the area! Even though I had been an at&t dsl customer I would not be able to have my level of service back.
Apparently, when I cancelled the dsl service on my home fax line I lost the ability to have a usable and dependable at&t dsl line in my home. Although I had a usable and dependable dsl line for the past 3 or so years, provided by at&t, cancelling my phone line left me out in the cold. No one at at&t informed me that I was grandfathered in and that had I not cancelled my line, I would still have my at&t dsl service. Basically, at&t has refused to service my family and business.

On august 6th, after many phone calls to at&t, I was told that I could get at&t dsl on my home phone line as the customer service rep felt the problem was with the fact that it was a business line…yeah! I ordered the “elite” package. The customer service rep set everything up (And even said that she would provide me with an at&t visa gift card for all of my trouble.) she tried to expedite the installation, but couldn’t. I had an appointment for a tech to come out on august 9th. By mid afternoon on august 9th, I was having that familiar feeling…no tech had called…might there be a problem? I called at&t. The service was cancelled! Why, I asked? At&t could not provide me with the “elite” package…might I like the “pro” package? I would need to place another new order and wait another 3 days to have it installed. An order was placed.

Again, this order was cancelled. I called at&t. I was told that the orders were written up incorrectly and that I would have to call back and have a new order written. When I called back, I was to tell the rep that I needed to have them place my order not with the central office but with the remote terminal. I did this! The tech is set to come out on august 13, 2010.

Because I have been stuck at home for days, waiting for the at&t tech, I have done some investigating and formed some opinions.

First, although I do have an order to have a tech visit my home to provide me with dsl, I believe that the service will, again, not be usable and dependable. The dsl that is running on my fax line is supposed to be running at a rate of 3.0 to 6.1 mbps but is instead running at a rate of 0.20 mpbs. Will it be any different when the dsl is installed on my home phone line? No one at at&t can answer this question for me. I feel that I now have enough knowledge to answer the question…no! Clearly, this is not acceptable.

Secondly, my family and my business have suffered greatly because of the fact that I have not had usable and dependable dsl service for over a month, even though I have been promised by every att&t customer service rep that at&t “knows that I have a choice in the product that I purchase and that they will solve my problem and provide me with excellent service.” that is, of course, unless they won’t.

Thirdly, at&t employs very nice, polite people to man their phones. Unfortunately, they only “take orders”…once the “order leaves their desk” they have “no control over what happens to it or if it actually gets processed” and they are “very sorry for my troubles”… and that I should be aware that “orders can be cancelled at any time” … they are also, always willing to transfer me to someone who can better help me (But, they never stay on the line, leaving me to explain my story to 5 different people) and I have yet to really be helped…I still have no usable dsl service.

Lastly, thank you at&t for the invaluable knowledge that I have gained into my computer, dsl service and the internet. I have used my newfound skills to come to the conclusion that I need to go elsewhere and seek out new internet service as at&t refuses to provide my family and business this service.

Sheri schwartzkopf

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Evelyn Seidenburg
Laurel, US
Nov 30, 2010 3:42 pm EST

How can I get a person to call me about a problem I am having with my line phone. I was on the phone for over 2 hours yesterday and never did get anyone that I could talk to. A machine was all I could possible get. I think it is awful that your company does not care anything about their customer and will only talk to them by a machine. That is the reason I have my cellular phone with Cellurlar South. I can pick up a phone and call and talk to a person at anytime about a problem I have. I have been with you all for 40 years but if I can't get a person to call me about my problem I will cancell my service.

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AT&T nightmarish experience - never again.

After talking to a sales person at an at&t store, I decided to go with at&t u-verse for my internet and cable tv, even though the competition had a slightly better deal as it seemed like the internet service would be faster. They weren't able to schedule an appointment for me until two weeks, claiming the people who set it up live two hours away (Which was a lie). I patiently waited for the date and a service technician came out the day prior to the full installation to set it up. He had to replace the box and move around wires and claimed the techs wouldn't know what to do if they saw the old one so he changed everything. I asked if it would affect the service of the other tenants in my building to which he seemed very unsure of the job and insisted that if it did, not to tell any of them. The following day, the service technician that was supposed to work on the inside came in. After hours and a full day of me waiting around (As I couldn't leave my apartment until the work was done) he still wasn't able to get it set up and spent the day trying to call representatives to run checks on the line and do the necessary work. They kept putting him on hold and when they finally did get on the line, they either kept postponing the job or kept making mistakes so he wasn't able to connect. After he left, they sent over another service tech for the outside who claimed it looked fine and was ready to go. The service technician had to come back a second day (Mind you, this is a service that's supposed to take five minutes to set up and we were now going on a second day - I have a life too and had to cancel a hiking trip and several errands to wait around for it to get installed). The same ridiculous scenario played itself out for another full day and the service wasn't able to be set up. He apologized and said if I 'hung in another day or two' they'd be able to get it installed and make it 'worth my while'. I have two neighbors who have this service, u-verse does service my area and there shouldn't have been any problems, nonetheless ones that couldn't be successfully resolved in two full days. Long story short, I wasn't going to waste a third or possible fourth day with this nonsense without a guarantee that it could be done in a day and without at&t compensating me for two days of lost time and productivity and a lot of frustration. When I called the service number I was met with a girl who could care less about my experience and re-iterated that if I waited 'a day or two' they could fix it and only then could they offer me some sort of promotion or compensation once it was already set up. Why was I going to trust that at&t could get this service running nonetheless that they would do anything to offer compensation once it was done? Nonetheless, she transferred me over to their retentions department (The department that's supposed to try to keep you as a customer so you don't cancel) and was met with yet another girl that didn't even know the situation and wasn't interested in trying to retain me as an at&t customer. So, I was left with no logical choice but calling the competition and found a better rate and a quick installation time frame. The service tech did check back in with me and told me that he had written a long report about his own experience with the installation and that the retentions department would call me that day to make it up to me and that he had explained what happened to them so they could take care of it. Not only did they never call at all but I went back to the at&t store to explain my experiences and was promised they would pass my information to a manager who could call me and handle it and of course that never happened either. I had to return to the store a few days later and inquire about it only to be told the person they had given the information to was on vacation and then they were going to give it to someone else to call me. I'm still waiting but I doubt it'll happen. At&t had sufficient time to try to handle this situation and keep me as a customer, not to mention of the 40-some people involved in this scenario (Four service techs came to my house, the main service technician was on the phone for over 11 hours and spoke to countless people, plus the people at the at&t store) no one had the human decency to understand my side of the situation, take the initiative and solve the problem or act like they cared, or show me in any way that they valued my patronage of their service, and no one certainly stepped up to try to make me an offer of compensation. I am so horrified by all the time I lost and this useless service and lack of employee knowledge and team work that I clearly see at&t for the corporation it truly is, profit over human beings. I will never use at&t for future services again and when it comes time to renew my phone plan, I will most certainly go elsewhere. I can't believe this many people couldn't fix it or do their jobs or even be sincere. From other things i've read, lots of people are having problems with u-verse not only getting it connected but with the quality of the service itself and naturally the customer service end of it so in retrospect, going with the competition was not only the logical choice, but it was the ethical one as well. F-

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phillpott
Hollywood, US
Aug 08, 2010 9:51 pm EDT
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i agree this giant company has lost respect for the people that pay there bills. they have had a bread basket for years, now that they have to work for there money they are lost.

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AT&T internet service/email

Have you ever called the AT&T internet “support” line for troubleshooting? I recently had the experience of helping a friend with his high speed internet problem, i.e. teaching him how to use his att.net email. I could not log on to his email and I contacted AT&T support, first through the online chat. I was online with the technician for over one hour, and she eventually gave up and said I should call the helpline. I called the support helpline and was placed on hold for approximately ninety minutes. I then decided that I would visit the local AT&T retail outlet. They were busy selling a lot of telephones and someone referred me to their tech guy, and he was able to get online help within five minutes. Since the store did not have wi-fi, he said I would have to go home and continue the call from there. Of course, I did this and could not get “support.”

Later that evening I contacted them, I immediately got a human voice who said that they could correct the problem on the other end, and that by the end of the conversation, the problem would be completely fixed. She then requested that I pay a one-time $49.00 charge, at which time she would give me a ticket number that I would then be connected to an “AT&T Certified Technician.” After a one hour and fifteen minute wait the technician apologized profusely for the delay (during which time I repeatedly heard those pre-recorded messages about the convenience of their service, and how I could make an appointment). We spoke for ten minutes and he said that I had to be at my friend’s home with the modem and computer in front of me. I was getting disgusted and finally asked to make an appointment. His reaction muted and he placed me on hold for approximately five minutes. He then returned and said that a technician would call me the next morning between 10-11 a.m. I was there at 9:45 a.m. and waited until 12:20. My friend said that a tech called at 1:20 and again was sorry that we did not connect.

Have you ever heard of “service” where you pay and do all the waiting, and not get the results you are seeking? Have you ever made an appointment and wait for 2 1/2 hours and not get your callback? And have you spent $49.00 for the convenience of this service?

My friend signed up for att.net as his ISP with a one-year contract at $35.00 per month. A bargain, they say. I eventually created a gmail address for my friend, but he still can’t use his email until the “Support” comes through.

If you ever need an ISP, don’t even think about AT&T.

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moore1440
, US
Jun 09, 2016 6:06 am EDT
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I just don't understand why you have to pay $49 one time fee to make your internet services work when you are paying every month for that service AT&T internet service suck I'm going back to Comcast I didn't have to pay no extra fee for any type of service to make my internet work right rip off

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JODI69
Anniston, US
Jan 31, 2014 9:48 pm EST

I switched from cable one to At&t 3 months ago. I wanted a plan that stayed the same so when they said my bill would be 79$, and a 1 yr contract. Price would be the same and never go up(FLAT OUT LIE).. I was shocked when first bill came in 263.48. When I got someone on the phone, they promised next bill will be 79$.No on prepared me or ever mentioned that equipment, and service would be so much.ok..so next bill is 147$. Really pissed at them for not honoring the contract.tomorRow I will check on getting out of this contract.Has anyone one else had this problem? Any suggestions out there! TNKS

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Silver50
Tulsa, US
Jun 14, 2012 1:43 pm EDT

I changed services for my phone, my internet was suspended and now that I have finally (took 2 hours on the phone) to get into my Att account, all of my saved information is gone. ATT in its trashy wisdom erased some inportant information that I had saved in a folder on my e-mail account. Why did they not let me know the account would be wiped, the e-mail account closed and unable to retrieve any of this important information?

I will never use this service again! As soon as the contract is finished I will be going to Verison with my wireless service also.

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AT&T unauthorized charges and service interruption

ok so back in june my debit card was charged for 91 bucks. i called them to get the charge reversed not only did i not get it in 4 to 6 weeks. I just got the check on monday. then last week on the 27th of july they turned my internet off for no reason. I called and after speaking to 12 reps i talked to a manager who told me there was no reason for it to be turned off and she turned it back on. Then 3 days later on my internet was disconnected again and i called and they told me that there was no reason for it to be off but if i wanted it back on id had to pay 50 to 100 bucks for their mistake i spoke to 20 reps which 3 of them transfered me to either the wrong department or to a fax number. I also spoke to 2 managers one was extremely rude and the other hung up on me. Then on Saturday august 1st my husband called and they told him that the services was completely disconnected. and that a tech would have to come out. so we did that well the tech never showed up we called them back and they said the tech wasnt suppose to come out which is not what we were told. The rep was like oh youll get a disk in the mail because we had to open a whole new account. so today august 5th i got the paper work NO DISK! Had to call them again 3 times because the rep hung up on my husband! and finally we got the correct password from them and we have the internet back. we plan on changing once we can!

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AT&T false promises/fraudulent/dishonest customer service/made an agreement verbally and would not start billining until verizon contract ended

I called ATT customer service representative to inquire about payment extention due to my SS disability check changing date of depositing into my account to avoid late fee charges.

While conversing with the representative, she informed me that she could save me money by adding ATT wireless to my residential and internet services. She said that she would call me on Monday, August 2nd to find the exact date that my Versizon contract would end, but to lock myself into this particular promotion, she would need to go ahead and place the order on the day of the conversation and I would not be billed until, she called me to get the contract ending date from Verizon.

The next day, I received two new phones from ATT with instructions to activate my phone. The represesentatige NEVER called me as promised and today I contacted ATT Wireless and I will start billing and according to the supervisor, everything said and told to me was absolutely false, fraudulent and NOTHING that was promised me was true.

I am contacting the Federal Trade Commision as well as Better Buisiness Bureau. I even told ATT supervisor that this person is making fraudulent advertisement techniques to make a sale and that she is causing great damage to their company.

I may have to obtain an attorney or go up the ladder, I feel scammed, taken, lied to, all from a so-called reputable company.

Rodney E. Vicars
843.795.4719

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AT&T liars, scam artist, #ters

At&t spends a lot of money making attractive commercials with cool jingles, but clearly none of the actors in those commercials have ever used AT&t for home phone or internet services. We have been frustrated with their complete disinterest in helping us, they keep transferring us from one "representative" to the next and no one seems to be able to give us an answer as to why we have additional charges on our bill other than LYING THROUGH THEIR FRICKING METH DESTROYED TEETH! we've been told that we cant disconnect our service even though the website clearly states differently

and they're rude, condescending and obnoxious- what they dont realise is that if they hadnt flunked high school they might have a better job than answering phones for this sham of a company rather than talking down to those of us that actually completed professionaa; degrees and have an IQ in triple digits instead of being legally classified as cretins

At&t is the WORST COMPANY EVER! i hope they go down in flames

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tess5615
Woodland Hills, US
Aug 03, 2010 6:48 pm EDT
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I always get drop calls on my cell and At and t does not do anything but to raise their prices. They will not consider giving you a credit for the drop calls that you have been having. Another thing is that I was offered the Uverse account and I informed them that I had a contract with Direct TV for 2 years and if I change my carrier, I will have to pay a penalty of $320.00. To my surprise they said that they will be sending me a check in the amount of $400.00 to cover my penalty with Direct TV and to leave so money for me. So I agreed and they also informed me that if I am not satisfied with their services for 30 days I can keep the check and cancel my services. So I called At and T and to my surprise, they didn't know anything about the conversation I had and that I will not be able to get a check but will be sending me a prepaid credit card in the amount of $100 per card in the amount of $200.00 in rewards card. Also, I cannot apply for those rewards card if I have not been in service with them for one month. I have been conversting with them that I want my services cut and I dont know how I can pay the penalty with my Direct TV service. This marketing people will get you because there are no written offers that we can hold on to, they can say whatever they like and sell you anything just so they get the commission. If we believe, we get to be the looser.

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AT&T being charged forno service

I went online to the att web site in Mayand signed upfor service and 3 days before theservice was to start I wentbackon line and canceled. Now I am getting billed for service I do not have. I have cable service and it was never interrupted, but ATT says I have service with them. I have call 2 times to ATT to get credit for the wrong billing and am getting told that we owe the money for our monthly service and when I tell them Idon't have service, I am told there is nothing they can do, I was given a website...consumer.[protected]@bellsouth.com, but I cannot access the website. All I want is for ATT to stop sending the bills nad give me credit for the 2 months I have been billed.

Janice Garofalo

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clindy528
Temple City, US
Mar 20, 2010 10:05 pm EDT

Beware of what they tell you over the phone regarding whether or not you need to be home at the time the technician comes to turn on service for the first time.

I recently rented a studio apartment in a multiple unit apartment building. After being reassured by the representative that I do not need to be home, the technician came and left, and phone service was never turned on. After multiple phone calls over a couple days talking to different technicians and customer service representatives, we found out that the line had been connected only to the switch box for the entire apartment building. And in order for it to work, someone needs to make the connection to the specific unit apartment. At&t offered to connect it for a fee. It wasn't cheap; $150+. I was furious. Especially when the Rep I was on the phone with said that there was no way for the technician to finish the job because I was not home at the time.

So beware! No matter what they say, make sure you are at home when they come to turn on service for your home phone. We don't have much of an option as far as which company to choose for our landline.

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AT&T charging people inaccurately

I am having a problem with AT&T giving me unjust charges on my wireless cell phone account. I live in El Paso, TX and keep having "Fringe Roaming" charges added to my account – from times when my cell phone connects to a Mexican cell tower, instead of a US AT&T tower. This last month, there were $290.91 worth of charges!

In the past, the charges had been very small ($10 and less) from May 2009 to May 2010 and I never even noticed them. A few months ago my bill was about $40 higher than normal. This is what made me notice these data charges for connecting to a Mexican tower. After talking to customer service a few months ago, the charges were adjusted (I was given a credit). I was told by the customer service people that I didn't have to worry about connecting to these Mexican towers (MOVISTAR, etc) because the charges would AUTOMATICALLY be adjusted off because this was considered “Fringe Roaming” and I didn’t have to pay for them. I was also told I didn't have to turn off my data roaming (which would substantially restrict my ability to use my phone) because the charges would be adjusted for me. I was also told that there is no way to make my phone preferentially use an American AT&T tower, even though my place of work is about one mile from one (which is about three miles from Mexico).

I have had to call AT&T every month for the past four month to have these charges manually removed – even though I was told that the “Fringe Roaming” charges should be removed automatically.

Well, this last month, there was a $290.91 charge for using the Mexican towers. AT&T decided that they weren't going to adjust all the charges. They "determined" that I had “actually been in Mexico.” This is not true. I have NEVER been to Mexico in my life. I am in the Army and work at William Beaumont Army Medical Center, at Fort Bliss in El Paso, TX, which is where my phone usually picks up the Mexican towers (although it also does this randomly while driving around El Paso). There is nothing I can do about it. So, AT&T said they will just charge me $30, for an additional International Plan, instead of the $290.91. They refuse to credit me the full amount because they say I was not in the US.

Additionally, since I am in the US Army stationed at Fort Bliss, I am not even allowed to go to Juarez, Mexico due to the violence there. Every Fort Bliss soldier has orders that we are not allowed to go into Juarez.

If I close my account, they tell me they will hit me with a $500 early termination fee, since I just renewed my 2-year contract a month ago, when I purchased my new phone, plus I won't be able to use my new iPhone 4 that I just bought for $300 a month ago.

What options do I have here? The customer support people refuse to take off the charges, since this "higher department" has “determined” that I actually went to Mexico. Customer service told me that they could enter a code into my account that would prevent me from being able to connect to a Mexican tower again, but warned it could severely limit my ability to connect to a tower. Customer service refuses to take this situation up with anyone else, and says that the decision in final and I must pay.

I assume there are a bunch of other El Paso residents, and Army soldiers at Fort Bliss (let alone all the other border areas of the US) that are being cheated by AT&T in this same way. As often as my phone connects to Mexican towers, I would guess there are a lot of El Paso residents that have been paying these extra charges WITHOUT EVEN PAYING ATTENTION TO IT, and some that AT&T refuses to correct.

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L4Lori
, US
Aug 10, 2016 7:58 pm EDT

Just moved to E. Michigan, near the Canadian boarder. First biling I have had since moving here, I have Fringe Roaming for International Date usage. The Chat rep for ATT said all I need is the Roaming Block feature that they add to my plan FREE and I will avoid this in the future.

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Fringed
, US
Oct 24, 2015 10:52 pm EDT

Wow-I thought I was the only one getting screwed by ATT. We are on the Canadian border at the northern end of interstate 5. Fringe roam monthly, 20-300.00/month, have to call to remove the charges, takes 30-60 minutes, and lately they are telling me they aren't going to take them off any longer.
Sprint is telling me they will take in my 3 iPhones, pay them off, replace them with 3 of the newest iPhones, pay our early termination fees, and our bill will be less.
120.00/40 G
27.00 x 3 lines=81.00
3x12.00 insurance=36.00 ( fix for free/200.00 if wet or crushed.
3x5.00 international fee=15.00 ( allows us to call from Canada to the states for a few cents/minute.
Total=252.00

ATT always took my fringe roaming off, but it's been a huge deal, and some employees are nasty. If I do switch, I will be sure Sprint puts a "no roaming charges " in writing.
Anyway, let's keep replying to each other's comments-I bet all of us along both borders are dealing with this crap!

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RCole727
Heuvelton, US
Aug 17, 2014 1:13 pm EDT

As I sit on hold with AT&T customer service waiting for her to "get additional support" to have my $212.32 fringe roaming charges removed... I can't help but agree with the person who is talking class action. I live on the Canadian border in upstate NY. Have been having to call for about 2-3 years, and every month, it takes at least 30 minutes, sometimes an hour to finally get them resolved. This is my final bill - I dropped them last month because of their crappy service, and like you, we just picked up new phones six months ago, so we are getting hit with a monstrous bill for the balance of the installment agreements, as well as the aforementioned $212! Severely pissed off! 19 minutes and counting... Can't wait to get this over with and I take every opportunity I get to tell people about my experience with this company (which, by the way, I have been doing business with for over six years...).

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Ty Boughter
elpaso, US
May 01, 2014 8:15 am EDT

please contact me, this is happening to me. my last bill in Elpaso Texas was 1900.00 dollars. This is class action law suit stuff. I am getting an attorney. my phone number is [protected]. My name is Ty

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AshleyDoll
San Diego, US
Feb 08, 2011 6:59 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I live in San Diego and this is happening to me! I have had enough of AT&T and I want to switch. There are better phone companies out there where I can actually HEAR the people I'm trying to talk to and not get my calls dropped all the time. I'm pissed too.

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7:40 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

AT&T product misrepresentation

I recieved several sales calls from AT&T about bundling telephone, Internet, digital TV services. When my contract with Direct TV was up, I took AT&T's telephone offer via telephone.

The installer arrived 07/31/2010 to do the installation. I discussed the techinical details with the installer prior to allowing the installation. To my chagrine, I learned that my digital TV service was set at a profile 19, which prevents the customer from recieving a strong enough signal to recieve HDTV in multiple rooms. Additionally, if you want to run HDTV in another room, you will have to turn off any HDTV signal playing in another room. The installer explained that the Profile 19 signal is not strong enough to service multple rooms with HDTV.

Even though I ordered the highest tier package, the AT&T sales person on the telephone failed to explain or advise me that my signal service could or would be downgraded and thus AT&T would be providing me a lesser quality of service. Was this deliberate deception or just a sales pitch that does not include all the facts that the buyer needs to make a reasonably informed decision? I do not know. Now, I do know that this is a significant problem experienced by other persons ordering from AT&T. They complained about this exact issue, after the installation. I was told that AT&T required them to keep the service anyway, even if the customer was not informed that HDTV would not play in every room simulteanously due to poor signal strength on Profile 19 installation. there are two higheer Profiles and they are Profiles 25 and 32, with 32 being the highest. The further you are away from the telephone junction box determine your Profile number. My home is the last house on the street and located about 8-9 blocks from the junction box.

These Profiles, to my knowledge are mapped out and may be easily made avialable to AT&T sales personnel. AT&T could easily make them include this pertinent information during their sales pitch.

Before allowing the installation, I contacted AT&T's Retention at [protected] and cancelled what would have been effectively a downgrade in my digital tv service.

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linda filkowski
Clatskanie, US
Aug 01, 2010 12:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My now second phone within a year has now died, they told me they were ovedrnighting me yet my third phone, that was Wednesday, I have yet to recieve it. This is Sunday. I had to go buy a go phone for 30.00. just to keep my calls coming in, I could not up grade because I have a year left on my contract, or I could spend hundreds on it. I am sick of paying for something I can not use. I also am tired of the operators not speaking good english as it is very hard to understand them. I can not wait to hear back from at&t and hear their new excuse for this one. I am tired of paying too much and getting nothing in return.

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THOMAS CONWARD
CAMBRIDGE, US
May 23, 2011 4:16 pm EDT
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BEEN RIPPED OFF ON MY NEW ACCOUNT I REQUESTED A PHONE ONLY SERVICE THEY CUT ME OFF BEFORE I COULD PAY MY BILL THE CHARGED ME OVER 300DOLLARS FOR A SERVICE I HAD LES THAN A MONTH

AT&T Customer Reviews Overview

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AT&T In-depth Review

Company Overview:

AT&T is a telecommunications company that has a rich history dating back to 1876. It started as the Bell Telephone Company and has since grown to become one of the largest providers of wireless, internet, and TV services in the United States. The company's mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. AT&T values innovation, integrity, and customer satisfaction.

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Network Coverage:

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Customer Service:

AT&T prides itself on its customer service quality and responsiveness. The company offers multiple support channels, including phone, chat, and email, to cater to different customer preferences. The response time is generally prompt, and the customer service representatives are knowledgeable and helpful in resolving customer issues. AT&T strives to ensure customer satisfaction and provides effective solutions to address any concerns.

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Reputation and Trustworthiness:

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Corporate Social Responsibility:

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Overall Rating and Conclusion:

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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