AT&T
Reviews and Complaints

Account: [protected], [protected] Phone damaged in April. Put

order in for a new phone w/ internet price $2 month and phone

was in stock. A day after order placed the phone went on two

month back order. Called AT&T and rep advised to add add'l line

to get a newer phone than ordered and that the phone would be

free and wireless bill would decrease. New phone arrived with no

return package, bill went up about $100 and my phone was

continuously sending me an alert to update it to add new number.

Called AT&T again in early June when I realized the bill was not

going back down to normal levels. During this call the following

changes took place: 1) Removed 4th line and reset wireless

services back to what it was in April. I was told all charges would

be reversed and credited. 2) Had a box sent to me to return the

damaged phone in back to AT&T. 3) Removed personal hot spot

from 2 phone lines (I only wanted it on one line to begin with and

apparently had been paying this charge for a while) 4)

Disconnected U-Verse and moved to Direct TV Stream. 5) Set up

Combined Billing 6) Signed up for auto pay I made a payment on

my wireless account in June for Jul - Aug and saw first autopay

deduction on Jul 18. The first autopay deduction was much higher

than I had expected and it also: 1) did not reflect payment made

to wireless for same services period 2) did not include credits for

increased wireless fees as a result of new line addition 3) did not

include credit for U-verse disconnection prepaid services 4)

included a late fee I've called AT&T 5+ times and online chat to

address the double billing and missing credits. Each time I call I

am transferred from dept to dept. with no resolution. Not a single

person at the company can look across my AT&T billing accounts

and help me.

ATT did not notify us and kept the monthly fees increases secret, they billed us with the increased fees. I've called multiple times, waited 2 hours each time on the phone, support gets F++, support is rude, and knowingly they lie to customers. They have ignored and deny-ed as if they don't know about it, I am my waiting for my refund. How can I get my hard earned $151.79 back from the dishonest ATT business practices ? please help.

I could not be in more disagreement with the 5 star reviews of this company and store.

So my wife and I had to move our account from Verizon after 20 years just to get coverage at our very rural address. We went to the store and were helped by a great young lady who takes none of the blame for what happened except she made a mistake due to the assistant manager being on the job 1 day and the store manager stopping answering texts about what to do. We wanted to upgrade our phones due to the great trade in credits. My wife’s went through without a hitch, but mine because it had to be “preordered” didn’t get keyed right, (nobody working knew how to preorder on a trade in credit) and so we were told to come back tomorrow and it would get fixed. I went back and the manager said I can’t repair the mistake, (even though it’s admitted it’s their mistake), let’s call corporate and they can do it. Well corporate tells them “There is nobody in the company that can fix that mistake, sorry, they don’t get to participate in the upgrade credits. Basically buy the whole phone (1799.00) or wait 90 days and then MAYBE they can upgrade and get phone credits, but if its over, too bad for them…..have a nice day and thanks for using AT&T!”

So lets get a run down:

1) I can’t trade my phone in unless I pay 1799 and toss my 1 year old phone, getting nothing for it.

2) Or…..Pay 598 today, give them my phone, and then pay installments of 150 until I get to 1799 (and be without a phone till the preorder ships no idea when it will) again tossing my old phone.

3) Or, Wait 90 days and they will “review” my account for phone upgrades and decide if I have permission to upgrade my phone possibly without credits for my phone AGAIN.

4) But, in either case…had it been keyed right in the “flow” I would have gotten FULL 1000 credits for my old phone, plus an upgrade, plus an installment plan on $30 a month to finish the last 799.

SO I leave and call AT&T myself since I am an Operations manager and a business consultant to see if I could get an answer. They told me exactly the above and said NO PERSON inside AT&T had the power to override or fix it…..all the way to VPs cant change this….its even beyond the SVP of Customer service. If the store makes a mistake, sorry customers, nobody can make it right or give credits. You can’t even start over and do it right the second time……you are just stuck.

Now I find that hard to believe as a senior operations manger and director of business development. In the 26 years I have been a leader I can tell you that there Is nothing that can’t be corrected….until now with AT&T. A simple keystroke can’t be erased or a do over given. (Man….hope you guys don’t accidently hit the wrong key and shut down the network and the TOC or NOC……never get it to come back on and you guys will have to hang out they for rent sign.)

Anyway, I told them I would post a bad review and do EVERYTHING in my power and tell ANYONE who will listen to try and cost them more than the 598 credit they can’t give me (or at least just let me start over and get the upgrade credits), and, I will make sure that I send emails to EVERYONE I work with, (it’s a fortune 5 company, not 500, 5) and everyone who comes to me for business development to NOT under ANY circumstances us AT&T. They said basically I have a right to do that, but they still wont help. Ok by me but if I can cost them 5000 in new revenue, (not much), but still enough to make my point of their stupidity in not keeping the customer promise valid.

And too the young lady that helped me, I am not mad at you, you are not at fault keep it up and get that boy into college!

1970 complaints 641 resolved 1329 unresolved

Doubt this will get resolved with those numbers.

After 30 years with AT&T, they cannot even let me set up my 88 year old Mother with a autopay for her prepaid phone if I don't have her 4 digit code. I spoke to over 6 representatives going from agent to supervisor to manager and no one could do a 4 digit code override. I even asked them to put her phone on my account and I will pay for it but no... not without her 4 digit code. She doesn't remember her code. At the end they just lied to me and only took money for 1 month payment and told me they would set it up as autopay. Disgusting to let her sit around without anyway to call 911.

Anyone have any suggestion on a good company that provide good service?

I have called customer service 8 times the last time &/26/22 I spoke to a supervisor her name is Ann I have her employee number I have 1 TV and wish to return the equipment to the 2nd TV and they tell me a box and return label will be at my home in 3-5 business days I've been waiting since May and still have not received it. 8 different customer service agents can't do their job. My account number is [protected]. I hope you can resolve this issue my contract is up with you this month. Jeannie Luckert email address [protected]@att.net

On July 26, 2022, I requested service for my Direct TV account, the service person was at my home preparing to fix my tv issue, when an AT&T mobile representative arrived at my home and let himself in my house along with the Direct TV service person, I did not request mobile service and the representative was out of place by entering my house uninvited. At that point the AT&T rep began a pressure sales pitch and proceeded to request we sit down at my dining room table and discuss it. Unfortunately the rep talked me into switching my mobile service over to AT&T. He also quoted a fee of $90 a month for service. I kept asking him to repeat that figure because I thought it was too good to be true, he repeated it several times. My first bill from AT&T says after the first month bill the ongoing fee will be $205.48. After getting me to sign a form which he said was just to show that he was at my home, he then started a sales pitch to my housekeeper who was at my home to clean, that was totally rude. At some point, I did not see he took my previous provider Sim card out of my phone and inserted AT&T Sim card and did not tell me, he also kept my previous Sim card. At a later date I heard from my previous provider with a large closing bill because I was still paying for my mobile phone to them. I realized at that point I needed to cancel with AT&T which was very difficult to get a real person on the phone or Internet to do this request. I was in the process of going back to my previous provider but before the transaction was effective AT&T disconnected me and I was without cell phone service for three days because the transaction could not be processed, AT&T Sim card was still in my phone and the representative had my previous Sim card. This entire experience had completely disrupted my life and caused me much grief.

Technician hooked up service to a new customer and in the process somehow disconnected mine. This happened on Friday afternoon and they are saying it will be Monday or later to get it fixed. I rely on this service for my livelihood and have scheduled meetings through the weekend. The online service rep was rude and disconnected me. Someone named Marc is all I have to go on.

Very unprofessional think I'll take my business elsewhere

Terrible customer service...the guy named "Jacob" (he didn't want to give his name to me) that answered the phone when I was transferred to him just sit on the phone, saying nothing for a long time. When I spoke to make sure he was still on the phone, he said just a minute please...well I had waited over an hour dealing with AT&T in total, being transferred to here and there, just trying to get someone to assist me with my bill. Called again and still the same thing happened with another one of AT&T representatives. After being told to hold on, I waited and asked if she was still on, no answer. This does not make sense. I felt as if nobody cared to help me or was bothered I even called. I spoke to about 5 different people and was transferred several times. Of the 5, there were two that was terrible and has caused me to want to leave and change providers. The others listened and explained things and didn't just leave me on the line with no explanation. I honestly believed the two I spoke with were not working on my account but doing something different because they could have explained what they were doing to help me and not just left me with no explanation. "Jacob" didn't want to give me his last name which makes me feel he knew how he handled the call was not appropriate. I could barely hear him as he mumbled when he took the call. I have hearing loss, but I do have hearing aids, so I asked him to repeat himself. I didn't have an issue with the other representatives that spoke to me prior to him. Not sure if he was mad, he had to take my call or aggravated I couldn't hear. Either way, it was so inappropriate how he handled my call.

I will be transferring my service to Verizon as soon as possible. This has been a terrible experience and do not recommend anyone using AT&T. Hopefully, AT&T will look into this kind of customer service, or many more people will leave.

ATT installed some fiberoptic lines in our neighborhood. My house is on a corner, so they ran the lines at right angles on my property. In doing so, the contractor broke several irrigation lines and cut some control wiring. I was referred to the contractor's warranty company. I was assigned a claim number [protected]-01.

After some time, the warranty crew came out and would only install grass in the areas where the contractor dug holes. The grass died in about half of my front yard, but they would not replace the damages.

Before the warranty crew came out, I hired an irrigation company to make the repairs. They worked a full two days to locate all of the broken pipes and the irrigation control wires. They even had to replace the controller because of the damaged wires. As a result, I had to run my irrigation as much as 4 times a day in an effort to save my yard. The water bill alone amounted to approximately $300/ month for two to three months.

Neither the warranty crew nor Sedgwick will answer my phone calls, emails, or text messages to discuss the damages. The irrigation restoration damage cost about $1,550, plus I am now having the grass replaced on my own for over $800. The aggravation of trying to connect with anyone to even discuss this matter.

An AT&T rep contacted me to change from Verizon to AT&T wireless. Her name is Domenica, phone [protected]. She promised we would have cell service at our home, would receive a new phone by paying only the sales tax, receive a $500.00 gift card to help pay the Verizon contract and the monthly charge would be between $80.00 to $90.00 a month. She also said she would pay off the balance on the phone I turned in. So far this has all been lies, I have paid over $1100.00 to AT&T for 3 months service, had to pay $660.00 to Verizon to cancel contract. I have spent many hours on the phone to customer service to get this straightened out. Finally got through to a girl at AT&T president's office on or about July 11 and she said she would get it taken care of and call me back. She has not returned the call and will not answer my calls or voice mails. Name is Lindsay, phone#[protected]. Since I have not received what I was promised, I want my phones returned. The $500.00 gift card and the AT&T contract cancelled with no penalty.

On July 29, 2022 a rep for att advised that I could save $20.00 a month on my home phone if I transfer to another phone that on my account. I said ok then I found out today that he transferred my home phone to a cell phone...I need my home phone to conduct my business. This has cause a disruption to my business and now they are telling me that they can not correct this problem until 8/10 causing more problems w/my business. I have been a customer more than 20 yrs and now I might just leave and go somewhere else. I need this taken care ASAP or I'm a new service

Consistently AT&T mails bills to late or just in time that I can get payment in the mail. Latest bill arrived 25Aug with due date of 3Aug and issue date of 12Jul 2022. That's 13 day! Yet you expect me to drop everything and get payment in mail to you within 9 days! I have requested earlier statement mailing, but it appears to have fallen on deaf ears!

Next I have received statement with no return envelope, this is not first time. I was assured by AT&T that there was an internal problem and it would be fixed. Apparently NOT!

Last, my phone conversation with AT&T 25Jul tells me I authorized AUTOPAY! That is a complete LIE! I would never give AT&T any access to my bank account. I'd sooner die than do that. I think AT&T is incompetent, lies, fraudulent and in general should be broken up into smaller independent companies. Sounds like history

I am sick and tire of having to deal with the "I'm sorry", "we are working on problem" BS.

I have demanded responses from AT&T on the phone and all I get is they are taking notes and will put them in file!

AT&T please remove your ILLEGAL DNS redirect program from your servers. it is Considered Browser Hijacking when we do not have YOU as our search engine and are trying to get to a friend's site that is hosted on a place YOU choose not to like. i have your site dnserrorassist blocked from my computer because you have constantly interfered with my browsing of sites that i have trusted in the past. i asked you to remove it before and you stopped for a few months. now your back to this illegal practice just cause you don't like a site? trying to remove that "feature" from my router like you said doesnt work. you just put it back next update of your system. STOP invading my computer browser.

As a customer for over 3 years, I am sad to say I will no longer be using ATT as my internet and TV provider. I was promised a price reduction when I called in early June and for the past two bills the price went up twice. I just got off the phone to ask about this and was not pleased with the customer service I was provided. Vanessa from San Antonio did not meet my needs as a customer and was in no affected in the fact ATT was going to lose a loyal customer. She spent as much time explaining how to return my equipment and the procedures of disconnecting as she did helping me resolve the issues of my bill. Let me make this perfectly clear, I do not want to leave ATT. I called in to get my issues resolved but hanged up the phone feeling so disrespected and unwanted. I was told I had to pay the full amount of the bill, my cycle ends August 9th. I am hoping someone will reach out and correct this situation by then. If not, I will have to figure other options. You may reach out to me at [protected]@yahoo.com. Thank you for listening.

On Monday, July 18 I called AT&T to have a simple landline installed in my dad‘s assisted living apartment. The representative insisted that I had to take Internet with the landline even though there is already Internet in his facility. After scheduling the service and speaking to the people at the facility I was told that he does not have to take Internet. I called back to cancel the Internet the day of the service and even though the technician who was there to hook up the service was standing in the room with me, they would not let me cancel the Internet part of the service. I had to cancel the entire thing and then reschedule just for the landline. The technician told me to ask for P. O. T. S. which stands for plain old telephone service. I was finally able to speak to somebody in San Diego who is able to help me with this line. I do not appreciate that they are up-selling from their offshore customer service reps. This has taken so much of my time and they are very unhelpful. The person in San Diego was very helpful! I would suggest that you do not call the number on the Internet, but rather call 877–250–4777 and speak to someone in America. P.O.T.S. Is not available in all areas but it certainly was in my dad‘s facility and they conveniently left that information off so they could double the cost of his bill. It’s extortion!

Trying to confirm the cancelation of our home phone/internet service.

Simple request: Please cancel home phone and internet service.

Called 7 times over 4 months. Still received bills after multiple confirmations that the account was canceled.

Passed around at least 20 different AT&T agents in multiple departments. Each agent was less helpful than the next. All they need to do is look at my account and confirm it is closed. That's it.

Today's call is so far almost 2 hours and still no help or solution. Just transferred to 9th supervisor.

We canceled the service but are still getting bills. I need AT&T to confirm that the service is canceled, but the nightmare of their insane "support" system makes leaving this junk company worse than a divorce.

AT&T is officially the worst company ever.

I have had att for 4 months. I had constant issues. Staring with billing. I was put on a plan I didn’t choose (more expensive). Charge for insurance I said no too. Charged for a month before I had service. I had it corrected after many escations office of the president calls; never answers) can’t call backs from att.

I have an elderly mom and a medical device I need a working phone!

Att has no customer service!

I've had my mobile hotspot for years and as of the last two years it has not been working as good as it did before. Everytime I call and try to get a new device they try and give me the run around. I need a new device and have my old plan which is the 250gbs. Which is why they are saying now that I can't get another device to use this plan with. I need it fixed now or reimbursed for the last two years.

In June 2022, I made a payment arrangement for ATT. The morning of the payment I did not see it go through so I put it on my debit card. ATT deducted another payment later that day. So I called them and had them reverse one charge. About a week later ATT called and said I missed my April payment and I needed to make a payment agreement. I did for July 5th and later on I checked , and I did make my April payment. I called to cancel the payment agreement and they said it was cancelled. Today 7/7/22, they suspended my service,claiming no other arraignment was set and bill is past due. I always pay around the 10th or 11th of each month. They changed it because I pulled back that one payment?

Why did he say I was a month behind, when I was not, why did he say I missed my April payment. When I did not? The reason the July 5th arraignment was made was because he said I was a month behind. I checked later on. I was not.

I spoke with a supervisor and asked to pay July 11th or 12th, because I use my phone for work. It was there error about the missing April 22 payment.

AT&T

Acct#[protected] 594

The above account # was an old fax number that was associated with our office that burned down on September 24, 2012. We moved to a new office approx. 7 miles from the burned office. We were told by ATT that the fax number we had at the old office could be kept and they would port over the line. We then received a new fax number and able to keep the old number. The original fax number has not worked sine 9/24/2012.

We had called on this issue several times, asking about the bill we kept getting, we told several times that the number was a working faxing line located at the office complex that had burned to the ground. At this point we assumed that based on the calls we placed with ATT that this was the bill for our working fax line at our new office. This bill recently went from approx $89 to $400 then $600 then $800 we called several times about this and no one could explain it. Finally we were able to get someone to figure out that this was not a working line and that our fax was actually being handled by Comcast. Our current office complex only uses Comcast for internet and fax lines. We wrote a letter to the ATT business complaints and have been talking with someone with in the complaint unit. They have stated that they have no records of any calls that we placed during the course of 10 years. Only the call we most recently placed. They have no interest in refunding any monies we have paid for over 10yrs. They said because they have no records or documentation they will not return or refund. This total we have paid is in excess of $20,000.00. The line was never working and at a office complex that is burned to the ground, it is any empty dirt lot. They said it is not there job to know if the line is working or not. Even though we called several times with questions about the account.

Thank you Parisi Insurance Agency Jo-D Parisi owner [protected]