AT&T
Reviews and Complaints

I have multiple family lines... My daughter moved and got a different service and different number... I tried to cancel the line for her and was told there was a year left on that contract and I would have to pay $225 etf... I tried to limit the services on that line to the minimum but was told that since it was a smart phone I couldn't limit services... That is a scam! Just because it is labelled a smart phone doesn't mean it is used for anything more than calling or texting... So if your cellphone can be found in that category you must have and be charged for a data plan and that my friends makes it a scam

On August 15, 2017 I terminated my phone service, since my contract was ending the
middle of this month. I refused to continue with this pathetic company because of
ongoing rude incompetent customer service, bad reception: ongoing dropped calls,
changes in billing practices they did to me without notice, and giving me a new phone
number that was NOT kept out of circulation long enough, where I'm still getting calls for
the person who had this number. I started my service in middle of 8/2017 and just
because I cancelled my service "only a few days" before the contract ended they are
charging me a substantial $60. After spending almost 2 hours on the phone with 4 ill-
mannered reps that included: Frederic Cooper, then transferred to a Jessie, and then
passed off to a supervisor Deuel Smith, and then to an arrogant Christina Bradley in the
Billing dispute dept. made for one horrific phone call. I've explained to all these reps that
I had to find alternate phone service so that I could have my phone number ported over
to the new phone company, because I was told by my new phone carrier that phone
numbers being ported over could take up to 48 hours to transfer over. I was told by AT&T
that I needed to cancel on the 18th, and I told them that if I did that I would not be able
to have ported over my number. This company feels they can do whatever they damn
well please when it comes to their inappropriate billing practices. When I started my
service with them in August of 2017 I paid for my phone usage as I used my phone, and
then when they gave me a new phone number they abrubtly billed me 1 month in
advance for phone service without giving me proper notice! I called and complained
and after speaking with a handful of reps, I finally got thru to a "manager" who
apologized to me and put the billing back to "pay as you go" basis, then they abrubtly
switched me back to paying 1 month in advance for services. When I called in about this
switch in billing, they simply said "we cannot put you back into the "pay as you go"
billing and said it was company policy...I swear to god they make up their own policies as
they see fit, on a day to day basis - totally shady business dealing going on here with
this unethical business practice! And then to add the icing to the cake, this arrogant
Christina Bradley asked me why I wanted to discontinue my service. If she just would
have looked thru my call history in the computer and seen all the problematic issues I
had with this horrific company, she could have saved herself the incompetent
embarrassement of her actions. I told her that I would not be sending in a dime for this
ridiculous cancellation fee for just cancelling my service just "a few days" before my
contract ended. I informed Ms. Bradley that if I was sent a bill for an early cancellation,
that I would pursue filing a complaint with the F.C.C., Complaints Board, and the B.B.B.
and she basically kept on making excuses for all the problems that I had encountered
ever since I started service with this pathetic phone company. I became so annoyed by
her aweless phone etiquette, I hung up on her! Today, August 25, 2017 I received in the
mail a bill from AT&T in the amount of $68.61 in which I WILL NOT be paying a dime of,
as I indicated to her!

In addition to $200 per line termination fee, i was also charged a month's service fees (Almost $471) to disconnect. At&t failed to respond to two letters asking for explanation of the fees. When i disputed and moved the lines to another carrier at&t sent my case to collection without ever responding to me as a customer. Exceptionally poor business practice.

I have been a customer of this at&t for years. Phone line, internet and Mobile. I have had problems with all three services. I dropped my phone line service due to high costs. My mobile service is contracted till Feb 2017, and have been having lossy service, which includes dropped calls, poor connection and noise. Called numerous times, they sent me another phone Oct 2017, didn't correct the problems. I called regarding same problems, talked to a manager of customer service which she stated that I have an old phone and to upgrade to a newer phone which would get me into another contract. Are you kidding? The phone is not the problem I stated and do you think I want to honor a another contract with your company when your service stinks? She replied and said there is nothing they can do then for me. The problems worsend due to my contract ending soon. My friends have the same problems with their service.
I was suppose to get a discounted rate for my DSL-high speed internet service since I have at&T mobile service. This lasted for a few months and then my bill was changed to basic for the same price.
Feb 9, 2017 when my contract ends and can't wait, to dump their junk.

In December of 2017 I thought I cancelled my contract with ATT Mobility, as we got very poor coverage in our local area. I asked to port my husband's business number to our new carrier, Alltel. Even though I asked what to do if Alltel was unable to port the number, I was never told I needed to call and cancel that line. Alltel was unable to port the number and it is evidently left open and I was charged two months of service on that account as well as the $175.00 buy out fee. In talking with their customer service people I was told it was my responsibility to learn what to do to change carriers and not their responsibility to tell us (me).

I don't think they are explaining the contract to you... When you got the service you probably got a GREAT deal on the phone with a 2 year contract... If you try to reduce the service, then they did not make the money they planned on making when you got that discount on the phone... Same thing with the ETF- They loose out on the deal so they want the profit they would have made.

All of this would have been explained when you signed up for the service.

One more thing. My last 2 billing statemnts for the mobile had and extra monthly service charge of 20.00 added to my usual contract monthly service, no explanation. I refused to pay it unless they send my a detailed explaination of this extra charge

I agree with AT&T on this one. If you go to another carrier to port your number, and they're uable to do it, it's your responsibility to cancel that line of service with the old carrier. AT&T may not have even been notified that you were porting the number. The Altell rep may have simply entered a number wrong, causing the port to come back as not elligable. Its not AT&T's fault for charging you for service that you never told them to cancel.

I completely agree with your statements!
You hve to check with these people THREE TIMES to make sure that they are doing their job.
I have nvere trusted ATT but they are the best carrier where I live.
Getting rid of them was the best thing you could have done!

I have similar story to the one posted. We were long timer customers of Cingular now AT&T. Recently got billed $2000 over the past 2 months for a charge listed as Xpress Internet usuage. Customer Service flat out said that the would give no credit for the charge, eventhough it was explained that the charges were impossible since some of the times (which can only be seen on the internet bill, not the shown and the paper bill of 10 pages sent to me) were either during my working hours of 9-5 or at 2, 3, or 4 am***when I don't know about you but my a** is sleeping because I work everyday. Oh, and they are all outgoing data. I have filed with the FCC but it seems that they are inundated with complaints. So if you want you bill to go from $50 a month to $800+ a month with no explanation. I highly recommend AT&T wireless.

The terrible excuse for customer service at AT&T has finally convinced me to take my phone service business elsewhere. I was a longtime customer but the service has deteriorated to a degree that I will no longer tolerate. AT&T is sending workers out to ready our city lines for their U-verse cable and the workers just hook up and don't know anything about repair. When the people left they had damaged my telephone line and left me with no phone service. I tried to deal with what AT&T laughingly refers to as customer service but the standard answer that someone will be out in five days and the remark "You aren't the only AT&T customer, " made my decision to cancel my AT&T service. These workers are rude and belligerent. I told them I certainly was not the only AT&T customer and very shortly I would not be an AT&T customer at all. Gail Terreano, President of AT&T, Michigan, and Randall Stephenson, CEO in New York, better wise up. Pretty soon they will be Chief Executive Officers in charge of two paper cups and a string, which is what I'll use before I'll stay with AT&T.

Not a complaint...an answer to the complaints. I just went to the website att.com/rewardscenter: website worked PERFECTLY! Hint: type the address EXCATLY as written. Do not put a www. or a http:// in front of the address. The webpage simple asks 2 questions and you find the date that your rebate will be mailed. EASY...when the directions are followed !

Me too. Tricked by AT&T and their phony rebate offer.

Surprise, surprise, I was duped too by AT&T. I got dryline DSL after the website and sales person promoted at $100 switch from cable offer. I patiently waited 6 months and 2 phone calls later, they say I don't qualify. First they said it doesn't apply to the promotional rate I have. After I exhausted that avenue, they said didn't qualify because I didn't have a local phone line service. Both instances I pointed to the the terms & condition that I had printed out and no where does it say either of these fictitious stipulations. They said check the website. Obviously the terms had changed since August and they have revised it since. This is the 2nd time dealing with AT&T service and I've learned my lesson. Shame on me. Canceling today!

It is January 2011 and is still happening... I switched to AT&T because they offered a rebate for the wireless modem now they say that i should have also a landline. I told them that nowhere during the online application that was explained, of course they told me to read the terms. Now, I enrolled on a plan call High Speed Internet - DSL Elite (and that is what it's shown in my bill) which stills advertise the free modem but when I call the rewards center and ask for my rebate they told me that I did not qualify 'cause i am enroll on a plan call DSL Direct which do not have that rebate available... all this is just a SCAM...misleading advertisement and not unethical practices

I had trouble at first because it said i wasn't in the system. So i called them on the phone. Gave it about 2 days checked again, and i had no trouble finding it. Just like someone else said type it in exactly right and zapafly came up and i clicked on that link and it took me straight to it. I typed in my home telephone number and it showed me my status of my reward. You need to know it will take 4-6 weeks to get your card in the mail. I know people who have gotten theres already. It is not a scam or bogus info. They will do what they say, you have to be patient.

I wish I had reviewed these comments before purchasing the AT&T fast access DSL. I was also enticed to AT&T by the two rebate offers totalling $125. The AT&T store rep in West Palm Beach, FL helped me to complete the rebate forms, which were mailed within a week of the purchase (in July 2009). After waiting the required six to eight weeks for the rebates, I checked the status on line and learned that one rebate "expired - customer not qualified" -- and the other was "disqualified -- did not purchase all services required". I am incredulous since I followed the procedures precisely. So either the rep mislead me to make the sale, or the company is indulging in deceptive and fraudulent practices. Seems to me all these negative comments and other consequences will likely result in greater monetary losses than the promised rebate amounts denied to the customers. I have already discouraged one potential customer who was considering a switch from Comcast to AT&T...and I'm not done yet!

Does anyone have a copy of the original rebate form earlier this year which does not include the "local phone service" stipulation?

I have the same problem. The promised rebates have still not arrived after 6 months. I have spent about 25 hours of my own time trying to get help from AT&T to collect my $100 ( a closer rebate if I subscribe before leaving the store) and $50 (new AT&T DSL customer) rebates. Signed up for DSL service in December 2008 and it is now June 2009. I finally got a $150 credit to my acccount today, but I believe that they just wanted me to go away; I don't think that the $150 credit was from their rebate program. I complained to the FCC and BBB, and have prepared letters to send to ATT upper management. In my opinion, AT&T is purposely misleading customers and is engaged in deceptive and unethical business practices to make sales. Also, the "legitimate" rebates they advertise are overly complex and require special knowledge to redeem. To complicate things further, AT&T is not interested in helping you to redeem rebates; I think they would prefer that you just forget about them or give up trying to get them. Oh, yes, and there was another rebate, $79.99 for the modem. After filling out and sending in the paperwork, they somehow lost it and I had to do it twice. I'm still wating for that rebate as well, but they tell me it is coming. I even contacted the AT&T Ethics Hotline and they could care less.

I've just experienced the same issue and now see online that I'm not alone. I switched from Comcast Internet service to AT&T because it looked like a great deal $125 back as long as I mailed in the coupon with a copy of the Comcast bill. I diligently read their terms and conditions and then send in the rebate documents and never heard back from them. Finally I check on their website and learnt that the rebate was disqualified.

I called the Rebate Center and they told me to call Customer Service and have them conference in the Rebate Center, after being on hold for 15 mins, they told me I did not have a landline that is required. I insisted that I never saw that requirement anywhere. They then transferred me to the Rebate Center. They said the landline requirement was in the Terms and Conditions and that I should check their website.

This is frustrating! NO mentioned is made anywhere in their flyer or rebate information of a landline requirement.

I switched over my Internet over 3 months ago and they said that they had mail it to my address but they said there was a problem with my address and they had sent it out and that it had been processed. They tried to give me a credit but I said no because they did noy live up to there part of the contract. So as of this Friday 5-8-09 it will be disconnected they were really calling me a lier and a thief.

They just gave me a Bill for close to $ 7, 000 for a cell phone I reported stolen in 2004.
They AFNI CO, claim they were sending Bills for me to pay, , I received NOTHING from them until this big Bill.
I will not pay anything and if they want to take me to Court, go ahead I have proof.
They accused both my Mother and I of being Liars.
I WILL NOT PAY THOSE SCAMER'S 1 RED CENT.

i paid a old at&t bill through afni 8 monts ago, at&t says its sill showing not paid i have a cancel check to prove i did so my acc# with at&t then was my phone#[protected], please take this off as unpaid, john martin po box 1353 waynesboro tn 38485, my contact # is [protected] or [protected], yall said it would be taken off and so far has not, please correct this erro

i john k martin paid anfi a at&t bill 8 monts ago and at&t says its still not paid, my ss is [protected] phone # was [protected] my adress is john martin po box 1353 waynesboro tn 38485, and its still on my credit report, i have a cancel check to prove it, yall said it would be turned in as paid in full, its ben paid so please thke it off my report, u can contact me at [protected] or the address above, my e mail is secondchance1962@yahoo.com i ask yall to correct this soon as can, , yours truly john k martin

I live in a subburb of Orlando, FL and recently had a sales person, named "Eligio Bonilla", Sales Rep ID MITBCF150. He was a bit annoying with his constant lame attempts to make jokes and his overusing of my name but I chalked that up to him being young and probably inexperienced.

His pitch sounded good, he promised me that AT&T DSL guaranteed 6.0mps and that Dish included with tax would be $82.48, which is much lower then my current Brighthouse configuration. We signed after multiple reassurances that there would be "zero setup or install fee's or equipment fee's" and that there would absolutely NOT be a contract.. He said there were perks for doing a contract for 24 months but we didn't have to. Great.

.. so after he left I got online and started checking things out. I noticed his claim of the guaranteed 6.0mps DSl was unfounded, the website said "up to" so I called... turns out, he signed me up for 3.0 since 6.0 wasn't available (he clearly knew this as he signed me up for 3 after telling me 6) and the price was about $25 a mont more then he quoted.

The DISH service got worse, I called them next to confirm and it turns out he did sign me up for a contract and that there would be monthly fee's he insisted were not there. This guy just straight up lied to my wife and I and said anything he could to get us to sign up. As a sales person myself, I should have recognized those initial signs as what they really were, red flags of a misleading salesperson.

Even with the fee's, it's still probably cheaper then my current cable setup, however, for principal, we canceled and will never utilize AT&T again. Trying to call them to complain was nearly impossible. The AT&T days of old are most certainly gone.

I too am getting shafted by AT&T over the high speed internet rebate. I ordered my service in August 2007. It was activated on Sept. 4, 2007. I immediately sent back the required Rebate Activation Sticker as directed. When I tried to follow up online, I got the message that my rebate request had not entered the system so I called and was told it would take 6 to 8 weeks. The first week of November 2007 I called and was told that they had no record of my request so I gave the rep all the information and she said it would be processed in 6 to 8 weeks. No check arrived, so I called on January 2, 2008, and was told by "Laurie" (ID #22032) that my claim had been denied, but that she would escalate my claim and it would take 6 to 8 weeks. I waited for a check, which never came, and called again today, March 11, 2008, only to be told by "Pauline" (ext. # 20859) that my claim had been denied on January 6 because I had never paid for a modem. I read to her from my bill the line item HSI Modem Package Charge Service date 9-4-07 for $49.99 which I most certainly paid. Pauline said she was submitting my claim for reprocessing and it would take 4 to 6 weeks. I am not going to wait 6 to 8 weeks again. I am going to wait one week and call back to see whether it has been denied again and if it is not resolved immediately, call back every single day until I get my rebate. I want to know how many people are getting shafted in this way. Just think - if AT&T does this to, say, 10,000 people across the country, that gives them $500,000 that they get to "borrow" from their customers for months and months absolutely interest free. What a racket! There ought to be a law. If I were more legally savvy, I would file a class action suit!

I too ordered high speed interenet service from att. I oplaced my order at an att store here in town on October 7th, 2007. I was told to submit the rebate for that would come with my modem for my $50.00 rebate check. No form came with the modem. I went back to the att store and spoke with the sales associate who helped me. She gave me a new form to mail in along with coipes of all the documebtation I would need. I mailed it in on October 25th. I checked on line for my rebate status on November 11th, and it was not there. When I called the rebate centere they said that I had not ent one in. I said yes I did and sent them by fax copies of everything I had sent in. They said it would be researched and I would recieve a call back. I never recieved a call back but on January 17th I looked on line just for fun to see if my rebate status had been updated and it showed that I must claim my rebate reward by January 21st. I claimed it right then and there. So I thought that finally Im gettin my check. I checked back 2 days later and the rebate center site said my reward would be fullfilled by Febuary 7th. I called and asked what that meant and they said the day the check is scheduled to go out. It is now March 8th and I went to the mailbox and still no check. This is just getting redicuolous. When am I going to get my money becasue sure as heck if I owed att $50.00 they wouldnt wait around 4 months to collect from me!

I have the ultimate night mare experience with at& t and am about to explode but a friend who is a former worker told me to complain to my state publice utlities board they hate it, it causes them not to be able to get rate hikes so i down loaded the forms,
I have argued with them since nov 15 when i tried to move my office and they screwed me out of 6 days phone service, for a business THAT WAS CRIPPLING TO ME. I guess they cancelled my dsl contract instead of delaying it til i did move on 1-5-09. they keep biling me 790$ for cancelling service that i never cancelled I have it now. i have wrote letters, one was 9 pages long, i have called and got tons of notes, was assured every time by business office just pay this "amt" and the credit takes time to go thru. Then i get collection notices so again I call business office, i call acct receivebales they tell me its fixed and then here comes another call and they always insist there are no notes on my acct! HOW CAN THAT BE ? I WROTE LETTERS, I HAVE SENT EMAIL FROM THE WEB SITE CONTACT US, I HAVE 2 INCH THICK FILE OF NOTES.
so last friday they CUT MY PHONES OFF IN MIDDLE OF DAY. so again i am on the phone with 9 people, each one wants to hear the story only to tell me they cant help, they transfer me. I had told the lady in collections the other day HELLO I AM THE CUSTOMER IT IS THERE JOB TO FIX THEIR INTERNAL ISSUES ON THIS NOT MINE I AM SICK OF CALLING, WRITING ETC.. so she cut my phone off and after hours of arguing with them i had no choice but to pay the $ 790 THAT I DONT OWE. then they assured me they will work on a credit,
YEAH RIGHT, .
SO TAKE YHOUR COMPLAINTS DIRECT TO PUBLIC UTILITY COMMISSION THAT HITS THEM WHERE IT HURTS

I really have been bragging about the u-verse system. Now if I could only have it fixed!

Day 1, Tech #1 comes out at 9:15 am. He calls tech # 2 1.5 hours later #2 shows up. They then call tech # 3, 2 hours later he shows up. 2 hours later he tells be he'll be back tommorrow. I said I can not miss another day of work. He tells me "we will work around your schedule". the next day I get a message that they have fixed the external problems and "I am 100% all set". I call te reschedule and they give me a date of 1.5 weeks later. Saturday the tech shows up at 11:50 am and departs at 8:45 pm. 9 HOURS!
While he is in my condo he calls a superviser to schedule an appointment to be at my location on Wednesday. HE NEVER SHOWS! I miss another day of work. I call and they send someone out Saturday to figure out why I am not getting proper signal. He spends that day for 45 minutes and tells me I keep loosing the signal.REALLY! I DO? I SHOULD OF BEEN A TECH! I call again . A superviser named Tom in the Addison Illinois Area tells me he will send someone out Saturday. Again I am wasting my valuable time. HE NVER SHOWS! I call Tom back on Monday and he says " nobody showed Really, I'll find out what happened and call you right back...never to be heard from again. 3 days later I call explain my long story and when I was done the "customer service rep" said "What would you like me to do."?Yes I blew up. I then talked to Kimberly a supervisor that was very nice and professional and called me back 3 times to make an appoint for Wednesday at 6 pm. The tech called me at 7pm to say he would be finishing up a job and would be at my location in a few minutes. 2 minutes later Kimberly called to confirm this. I then got a call at 8:30 that they would not be able to make it.LOOK AT THE MANPOWER THEY HAVE WASTED. LOOK AT MY PERSONAL TIME I HAVE WASTED. IF THEY COULDN'T HOOK ME UP THEY SHOULD OF SAID THAT AND KNOWN THAT BEFORE THEY EVER ENTERED MY HOME. THEY ARE DUE HERE TODAY BETWEEN 12 & 2PM. IT IS NOW12:30 AND I HAVE NOT HEARD A THING. WILL THEY SHOW? IF THEY SHOW WILL THEY FIX IT? DO I SAY PULL YOUR CRAP OUT OF HERE. OR DO I TELL THEM TO GET IT MONDAY BETWEEN 4& 9 AND I WON'T BE HOME.

Sir, try contacting us during or normal business hours of M-F 8am-10pm EST at [protected].
We will glad to assist you. Instead of overdoing yourself and airing out lies here, try giving us a call first.
Catch my drift, Sir?

Thank you for choosing AT&T as your service provider. We want you to know you made the right choose and we will assist you on any open issues you have and try to resolve them in a timely manner.

for you to reach an agent..after dialing the dsl account number or the phone number...just say agent and it will direct you over to tech support

Any UPDATE on above 26 February 2008 complaint?

Did anyone ever apologize or remedy the problem(s)?

I welcome exchanging notes with others on AT&T.

===============================

WORLD'S WORST SERVICE

Nearly impossible to reach a non-automated human without wasting hours. No practical way to present highly focused very specific E-Mails to anyone at AT&T. The AT&T left hand does not know what the right hand is doing. HORRIBLE frustrating procrustean voice menus (with numbers such as [protected]). Worst of all: "Your call is very important to us" surrealism.

I see your a florist. I just received a call asking why we cancelled our advertising in 2012. You mean they do not have my 100 complaints, mailed and online, of being completely ripped off? So, ATT YP advertising rep, you are agreeing that $400 a month for YP advertising for a family owned florist in a town of 800 people is " a little much" ?! You know he ripped me off! you said you're "glad he didn't work there anymore, but would love my business again"? I was very calm and nice and I think she knew to never call here again. The "support" I got for $400 a month was an add on YP.com and a call every 4 months saying maybe if I added more advertising I would see better results. She was right, I have a bad taste in my mouth when it comes to this company having no morals.

###s!

Sorry, but I have little sympathy for the AT&T employees who posted their tales of woe about working there. Find another job. If you are not qualified to do anything else, go to school and further your education or learn a trade.

I placed an simple order two weeks ago, and it is still not completed. Two sales reps gave me incorrect information. AT&T canceled my order 3 times. My existing landline and internet service were erroneously shut off. Two supervisors did not return my calls. One sales rep put me on hold and never got back on the line. The in-store Manager screwed up a manual order and did not know how to make my cell a hotspot nor how the Unite device works. I was able to reach one professional who actually knew how to troubleshoot the Unite. That is one out of 12 people I dealt with in 2 weeks.

AT&T consists of incompetent, poorly trained employees. Horrendous beyond belief customer "service."

Update: Well, no longer working for ATT. I just could not handle all the metrics and they wanted me to rush through the calls instead of actually helping the customer. In fact, on my last call, a customer was so grateful that I stayed with her and was actually taking the time to solve her problem instead of rushing the call and having the problem unsolved. She called another agent before but was rushed through and the problem did not get resolved so she called again. I did everything that I could to solve it even though it took a little longer and she kept saying " Don't go" . It's okay though. The same day I lost that job, I had a lot of freelance writing opportunities pop up. Now I am writing articles for various clients and I couldn't be any happier.

I need to chime in here and say that I totally agree with, and can relate to Hello My Name is. The post is a very accurate description of what we go through every day as CSRs for this company.
- We are given marginal training on several systems which are needlessly over complicated.
- Some of these systems have glitches or are slow
- We have to work 3-5 programs all at the same time and we have to navigate those systems while maintaining an AHT (Average Handle Time) of no more than 6 minutes per customer.
*other things mentioned by Hello My Name Is

On top of it all, you have my biggest pet peeve. Being a rep and not being honest of what you can actually do for the customer at your level. Let me explain. Some of us, like myself, are very new to the job. We have NO prior customer service experience, NO prior experience with phones, we have very little experience operating ALL of the tools that we use and some of us do not even have smartphones or anything like that. For some of us, this was the only job we could get while in a very crappy economy and desperate situations. Yet, with only very little training and preparation, we are thrown into calls where it is very difficult to get assistance when we are truly stuck. Yet, we are not supposed to say to the customer on the other end, "Please bear with me, I am new.", "I do not know yet; but I will find out for you/find someone that can help you" . We are supposed to act as though we are already experienced and well versed in these programs ect when we actually come off to the customer as a flustered, bumbling, incompetent baffoons! I HATE THAT! Believe me! I love people and I really want to help them and make them happy. But instead, I was pretty much brought to tears the very first few times on the phones because I really didn't know how to handle the calls better. To be honest, I feel like giving up, adding the experience to my resume and jumping ship once I land something else. Not only because of the pressure that we are under, it is also some of the customers who become impatient and blow up in the face of an agent's first day or second day on the flippin job and their hands are tied as far as what they can do! I'm sorry, if I was a customer and I came across someone who is new on the job, I would rather have them be honest and tell me that they are new and if a task is too much as first or if it is something they are unfamiliar with, I would rather have them say that and get me someone who could help ect. I would be a lot more patient with them. On my second day, I was already screamed at by one person for something what wasn't even our fault! She was VERY incoherent (maybe too much to drink?) and I was already having equipment problems! After finally finding out what the hell she was talking about, after her screaming "$200! WHERE'S MY MONEY?" right in my ear. I discovered that we did credit her the money, but her bank was taking their sweet time processing the funds. Finally I had enough of the abuse and dumped her on the supervisor. I said "Look, you take care of this. I have having a hard time understanding her and my equipment is going on the fritz! " (which was true).

As far as the product itself. I do agree with it being pricey. That's why I recommend Tracfone personally. You get your device and card, you activate it online or to a rep (which may have an easier job than us), and you are on your merry way. All you have to do is buy a minutes card when needed. No fuss, no muss.

tell me more about a.t.t !

Ever since AT&T s' buyout from Alltel here in the NW area, the service has been sporadic with many many dropped calls. At least once a week I have to call their customer service complaining that I keep getting data not connected when tethering or checking emails on my Iphone 3g and still keep getting dropped calls! I have received so many different reasons why this is happening. I ve been told that they are still working on the system (towers?), its your sim card, its your phone, etc... Ive tried 3 different phones, and no change at all, still poor service. I feel I have been extorted by AT&T from my Alltel changeover comparable smartphone they gave me, and had to ante up to the AT&T contract to be able to tether! Come to find out AT&T did minimize the towers here, for they dont want to pay for the tower space! When they purchased Alltel. Ive been lied to and paying for a dead horse! I will be tasking this to the PSC! AT&T did deceive and extort me and now have me locked into a contract! Its wrong how they do business!

Hello Everyone,

Point blank...I work for AT&T. Whenever you call [protected] or dial 611..I just may be the person your going to get. Given that fact, I must admit I am on the fence about some of the things being said in this forum. On the one hand I can absolutley name some instances where customers were being royally screwed by AT&T. I will also say that some of the atrocious customers that call in deserve every little vice we can manage in order to ensure that their "customer experience" a LESS satisfactory one.

I would like to start with the reasons I DO NOT like AT&T. I will be honest they treat their employees poorly. I'm sure you would find "poster child" examples of employees that were treated well that would argue that statement, but the bottom line is a majority of the employees are placed under so much pressure it is unreasonable. We are given marginal training on several systems which are needlessly over complicated. We are then given the lousiest computers which run horribly slow in order to run these software programs, seriously I have seen better computers thrown out in dumpsters. To name a few of these systems...

Clarify...Where we notate your account and see who is calling, more or less a glorified caller ID system.

Telegence...The Billing system where we see every single penny given or taken since your contract or "agreement" started with us.

MyCSP...More or less an index of EVERY SINGLE THING AT&T has to offer, it acts much like Google does and is a search engine. Whenever a CSR (Customer Service Representative) is reading those "expectations" to you, they are reading from MyCSP

Snooper...Where we reset your phone on the network

Phoenix...Where we order your equipment

CCC...Where we refund those mobile purchases you accidentally make such as "Flirt Tips" and "Horiscopes" etc.

CSR...Where we go into your att.com/wireless account and guide you through the website.

Of course, there are numerous more systems and each system mentioned above is not FULLY explained in and of itself. If I were to name every system we use on those lousy computers and give a full explanation of them all, this already lengthy post would take up WAY too much room. At any rate we have to navigate those systems while maintaining an AHT (Average Handle Time) of no more than 6 minutes per customer. I hear that in some AT&T call centers the attrition rate is 137% every 6 months. This is my first complaint.

Another customer based gripe I have is this...
I have had customers call in that have always had lousy service in their homes, I check the history and see that they have called in numerous times. I do the troubleshooting we are instructed to do via MyCSP and still no positive results. At this point you would think we should give this customer something other than a lousy $25.00 "Goodwill Credit" right? Like maybe we should GIVE this customer the Microcell 3G for free considering how much money they have spent with us right? WRONG! AT&T does not allow us to do this, and I think that is horrible business practice on AT&T's part. Sure, sometimes a 3G manages to slip through the cracks and land in a customer's lap...not often enough though.

I have also seen it with my own eyes...One customer was charged a $5.00 late fee for paying a bill that was a few cents short...not even a full dollar!. I will admit that "$25.00 Goodwill credit" came in handy that night lol. And yes I absolutley gave it to him he had paid his bill promptly for almost 3 years. At any rate I could not believe that AT&T had the audacity to do this to this man.

I had another woman call in who was elderly, she had purchased the Apple iPhone 3g...She was told by the store rep that we would extend her 30 day "buyer's remorse" period so that she could decide whether or not she wanted the phone. The call was on a weekend and the store was closed and lo and behold she was not able to return the phone and was thus stuck with it. If I were a religious person I would have seen my priest that following Sunday.

I often have customers call in wanting to know if we can "track their phones" when they loose them, sort of like off of some science fiction movie. I would like to take the time to set the record straight on this one ok? YES the technology does exist to do this, with or without your consent. AT&T is capable of doing this in and of itself, we sell it to customers as a feature known as "Family Map". BUT THIS IS IMPORTANT unless you have family map ALREADY installed on your phone BEFORE you loose it, we would not be able to track the phone simply because we are not given access to software programs that would allow us to track the phone.

So yes I do have many gripes about AT&T's business practices. I won't lie I also urge people to go with Verizon whenever I am off the clock and talking casually. WHY? Because it is not that I particularly think Verizon is better, I am sure a Verizon CSR would say many of the same things I am saying. I simply have no company loyalty considering what I have witnessed happen to both employees and "valued customers"

Now for the "valued customers" that honestly should never have been given a phone...
You're out there, we know it and you know it...let me begin by saying this. When you call in wanting a credit, don't get belligerent with us, it is within our power to give or not to give credits as we see fit, in fact more times than not unless MyCSP says we are required to give you a credit you WILL NOT get one if you treat us like dirt. It is more or less dependent on one and only one thing, our mood and our perception of the way you are treating us.

Expanding on CSR abuse, never mind the fact that "Your call may be recorded for quality purposes" and any one of us could potentially press legal charges against you if we had the inclination to do so for abuse...consider this...you are abusing someone who is staring at all of the information they would need to become you online and in a virtual world. Credit card numbers, physical addresses, names of family members, telephone numbers, credit histories, social security numbers, full names, e-mail addresses. So stop and think for a moment next time someone asks you to tell them YOUR social security number to them for verification purposes...they must be looking at it in order to know whether or not you gave them the correct SSN right? DUH! Consider this a friendly reminder next time you call in with a bad mood. I'm not saying that I would do this, but I'm not everyone now am I?

Moving on...when you want to escalate to a supervisor because you don't like the answer we are giving you, why do you honestly think the supervisor is going to give you a different answer? In fact we usually enjoy listening in on the conversation as the supervisor hands you your a*s while you politely go from "You m*th****ck*r" to "Yes Sir/Ma'am"

For the technical problems on your phone, and this is for the good the bad and the ugly...Please have the phone available AND call from a different phone other than the one having the issues! I mean honestly, there isn't a thing in the world we can do for you if you call in from Indiana and your brother has the phone in California. You are our eyes, ears, and fingers when we are troubleshooting your phones.

To wrap all of this up, I do realize AT&T needs to revamp a lot of the things it does, and I do realize there are some CSRs out there that should be lined up against the nearest wall and shot. It is also true that some of the customers we have are cowards that probably threw rocks at the animals that were in cages when they visited the zoo as children, because that's more or less what they are doing when they mistreat a CSR that they can't even see.

Finally before I go I would like to remind any and all of the readers here whether they are customers, AT&T affiliates, or just some old Joe Bob suffering from insomnia...that since no threats were made in this post I am not liable for speaking the truth, freedom of speech is a precious gift that we enjoy in America and no contract I have signed with AT&T trumps that.

hi, this is my request to all those atnt customers who switch their phone services to dsl direct or dry loop...please remember the answer to the "offline security question" on your internet account or at least your "primary user id" and save yourselves and as well as us from the ensuing trouble.

hi, i am an tech support agent working with atnt since past few months, and i have got a number of calls from customers facing similar issues.I have felt helpless in many situations where i feel that the customer deserves better service and he has to pay the price for some mistake he hasn't made.I hate giving fake apologies on the phone.I know there is something that can be done.I as tech support can't do anything about issues which are handled by customer service agents.I don't what's the atnt policy of making money but i do feel a lot of trouble can be avoided if all the departments are well mapped.

Att customer service always suck...im with att since 2004 just because i love the iphone but not att service, drops call and customer service worse than any one else...yea verizon here i come... spending more than 450 a month just for att bill, i think i deserve better customer service and a better service provider...is really SUCKS

Every month I have to call in because my bill changes from what I was told. No-one seems to care. I can spend 1 or more hours each month. They state that they DID correct the problem - but as usual the person didn't. I just can't believe how they lie all the time.

I had a contract that stated I had 3 business days to cancel. I cancelled on the 2nd day but they charged me $177 for monthly service - my monthly service was suppose to be $99. Even though I cancelled and many people at AT&T said it has been taken care of ... I received a call this morning from an attorney that handles collections.

SO mad. But I'm going to fight it. I won't be pleased if it was reported to the credit bureau as I'm tired of them scamming me. I have other friends who have gone through similar instances whey their bill keeps getting higher from what they signed up for.

Question: IS there any class action law suits going on?

AT&T SUCKS ALONG WITH THEIR DIRECT TV ALL RIP OFFS I WOULD REALLY LIKE TO KNOW HOW THEM PEOPLE SLEEPS AT NIGHT

AT&T used to be great, but over the past few years they have turned into extortionists- out to get your money by any means possible. Cell sevice and customer service have gone downhill. No wonder so many are leaving. Their representatives will lie to you about anything they can just to keep you another month- and after you figure out they scammed you, it's too late and you have to pay. Do yourself a favor and steer clear of this company with shady business practices. There are much better providers out there who offer better coverage and phone plans.

I agree, there is no customer service! They have no desire to assist and fix problems, they have told me they cant help until I pay the a bill I dont owe before they can supposedly help me. I paid a bill I did not owe, they sent me new bills. Same saga.. I cant seem to get any customer service to resolve.
I will never have ATT again.. Nor Direct TV. Nor landline. No bundles again, they told me one thing, and billed me in error and refused to fix

My AT&T bill was higher this month. I called them and them and they said that during frequently updating that this amount was being billed to me because it had showed up on my old Cellular One account as a $28.00 fee for a phone that I had purchased from Cell One a couple of months prior to the AT&T buyout from Cell One. I broke this phone in May. Took it into AT&T and they said there was nothing that could be done because the transaction had been made thruCell One. When I purchased the phone the contract included insurance on the phone incase it got lost, stolen or broke. I was told that I would have to purchase a new phone. So I did. Now suddenly I am being charged for this phone but they will not honor the contract because they do not have that paper work pertaing to the insurance but they sure do supposedly have the paper work pertaining to how much I owe! They are telling me that I have to pay an extra $28.00 per month until Sept. of 2018 to satisfy the agreement but yet they cannot provide me witih documentation. This is a rip-off! They are wanting me to pay the money but will not fullfill the rest of the contract with Cell One pertaining to the insurance. Also they have told me that I signed a 2 year agreement with them and I DID NOT! I signed nothing with them when the switch was made from Cell One to AT&T! I want to drop them immediately but it will cost me close to $800.00 to close my service. What a rip-off. Does anyone out there have any advice for me?

I switched from AT&T and then got a bill for $217 for termination of contract. I never signed a contract and told them I wanted to see it.
I was told I had signed electronically and should have my paperwork. They had to prove nothing So to keep my credit score and not
drag out a fight I paid to switch.

att is total slime. Just sat in on sales mtg w at+t fiber reps trying to sell $15, 000 per month internet access to one of my customers. Had great time destroying them, had customer use Comcast (much cheaper but equally ethically challenged). I told them the $38 refund, they refused to pay would be the most expensive $38 they ever took . I lost $38, at+t lost $180, 000 annually. I am just getting started-this is fun ruining the at+t salesmen day.

Does anyone have a good phone number contact email etc for AT&T I want the top guy to hear my experience. They need to use it as a teaching tool to train those horrible mouthy representatives for AT&T

Republicans and Democrats, be they elected to serve in the House or Senate, may disagree and be divided on a great many issues affecting the U.S.--but the ONE thing that brings them ALL together: Corporate Greed.

I estimate, and this is a conservative guess, about 90% of Congress hold mega-million$ in stocks from business titans like AT&T, DirecTV---and/or their countless smaller subsidiaries. For the past two or more years, AT&T and DirecTV have been involved in this effort to pretty much phase out Dial Up and DSL internet services---by "aggressively guiding" their customers into accepting this "U-Verse" system, purportedly rife with technological issues.

The plan is fairly simple: Bait you with a sweet monthly service price for a year----then double the service price, complete with their ever ingenious added charges ( despite their fictional names, the money collected by these charges goes towards "slush funds" for AT&T's political lobbyists ).

You're given 2 options: Package A ( internet only ) or Package B ( home phone AND U-Verse internet---doesn't save you a penny, but they have to try and hope you fall for it. ). What I found interesting: Package A only "saved" me $7---and that does NOT include the inventive charge(s) I'm sure lie lurking, waiting to be imposed on my bill---which by the way, is SEPARATE from your home and cellular phone(s) bill...unless of course, you fall for Package B.

Here's the kicker: Ask how long this offer is on the table; THEY DON'T KNOW THAT ANSWER! They ALSO DON'T KNOW how long it'll take AT&T to totally phase out DSL ( they pretty much wiped out Dial-Up Internet ). Their letter is crafty and cleverly worded: The forewarning says your DSL service MAY BE interrupted **not** WILL BE interrupted if you don't accept either offer.

But oh! Wait, folks---there's more: You avoid service interruption by calling the number on the letter ( "checking in" as I was told I did ) before the dated deadline! And by "checking in", I'm assured I will NO LONGER receive those "aggressive sales calls" from "ATT"

Talk about AT&T and DirecTV SCARING UP business ( I'm sure they used that joke in their high-level board meetings ).

Well AT&T FAILED to scare me. I'm NOT "upgrading" so I can be upcharged! I'm staying with AT&T DSL and am fine it's soon being billed SEPARATE from my home and cell phone(s) bill; might even make the bill easier to understand.

And I pray that MORE AT&T customers stubbornly REFUSE to have their DSL Internet "upgraded AND upcharged" or get pushed into the clever "bundling" RIP-OFF! I figure if MORE MILLIONS of AT&T DSL Internet customers REFUSE this shady U-Verse scare crap, maybe the corporate titan will get smart and BACK OFF---or face another painful class action lawsuit that finds them AGAIN guilty of anti-trust monopolization.

Totally Agree we are dealing with scammers and crooks. But the sad thing about all of these issues is our government don't step in, and do something about these companies stealing from the working class citizens. they should be regulate and stop in there tracks. They use Deceptive practice and shady business practice. it is crazy to have to pay amost $6, 000 a year to use cell phone, tv, and internet. that's highway robbery. Directv now that it merge with At&t is using the same practice At&t is use too. us the citizen just need to join together to stop all these crooks from taking advantage of us working class citizen. let's all write a letter to congress and stop these crooks now!

I'm looking for the address too! The collection agency is calling me 4 or 5 times a day!

where did you send the letter to (address)?

Here's is what my att Advertising contact said:

5. Renewals. We reserve the right at our discretion, but we are not obligated, to renew your Advertising for renewal Terms coinciding with the publication dates of the directory. We will send you notice of renewal by U.S. Mail, containing any change in Advertising rates and the accompanying terms and conditions, and you may refuse the renewal by giving us written notice within 15 days from our mailing, or by the deadline contained in the notice, whichever is first. We reserve the right, upon written notice to you at any time prior to renewal: (a) not to renew your Advertising for reasons set forth in paragraph 2 above or (b) to eliminate or modify any terms, conditions, standards, specifications, products, headings or policies (including without limitation priority placement of Advertising) affecting your Advertising. All Internet Advertising will automatically renew at our discretion at the then current rate unless cancelled prior to the publication date of the next printed directory. After renewal, only changes resulting in the same or increased level of Internet Advertising charges may be made.

After reading this I wrote a letter to my sales rep informing AT&T of my desire to cancel and not renew my contract. I mailed the letter certified mail so someone at AT&T had to sign for it. I have a copy of the letter and a return receipt that proves the cancellation letter was received. Now if AT&T tries to do something stupid and auto-renew me, I have material evidence that proves my notice to cancel was delivered.

Here is the text of my cancellation letter:

This letter is to inform you that our advertising agreement for print and internet advertising signed on ______ is not being renewed.

Our company is extremely concerned that our other marketing activities -- free craigslist ads, contractor review websites and targeted flyer distribution – all outperformed the yellow pages print and internet advertising. Our free craigslist ads alone generated $300, 000 in contracts, yet the paid advertising in the Yellow Pages book and yellowpages.com generated $ 0 in revenue.

In regards to internet marketing, over the last ten months yellowpages.com generated only 24 clicks to the our website. This was an average of 2.4 clicks a month! If I factor in the total cost of the internet advertising ($42 x 10 months = $420 ) and divide by the number of clicks generated ($420 / 24 = ) the cost per click is $17.50. During this same time frame our website had over 500 hits from craigslist at a cost per click of $0.0.

Unless AT&T Advertising can somehow refund a significant portion of the funds paid on this non-performing advertising contract Our Company will make it a policy to never do business with AT&T Advertising again.

Thank you,

This Works, just remember to send the letter certified or registered mail and the letter must be received by AT&T by your renewal deadline or you will be automatically renewed for another year.

Wow found my tribe. So verbal contract, says the written contract is to arrive in 3-4 days ( from a internet advertiser who has my email, & and hosts my domain) think nothing of it. 4 weeks later contract arrives. Has 72 hour cancellation. Whoa! Call the sales rep; no longer at the company. I do not have a rep, am informed. Send certified letter to the cancellation Dept.. I do asap. I called many times to drop out. Will not let me. The billing is not the $54 quoted but $67. After many attempts, I get them to play the "verbal contract". The facts above are mentioned but the rep fails to mention the info for the 72 cancellation.

Now 6 months have long gone. I get a call from the new sales rep, Gertha Davis, nice enough, want me to re up. I politely give her an earful. I state that I've sent in my cancel letter back in October days after I received the tardy written contract. She nor any one at ATT internet advertising has any record of it. The PO does. I have a certified recite. She will look in to it. Weeks go by. I call again, why am I still getting bills? "Please fax" she asks. I do with the PO deliver notice. 3 weeks go by. I get a new get a new bill thou I was informed that it was down in June. I call again. Now I get a email from her! It states on 7.23.09 she says its in a claim. This is the third time and the only claim that was reversed was the credit for the "over-billing" that was "discovered in my verbal recording.

I am at the point where I am going to call my super corporate uncle and teach these guys a lesson. These are unfair business practices; with out morality. I am not a lover of ATT, an spend a lot of money on their services, but this is a different kind of business model.

As of this writing the site is still up. I have spent too much time on this. As a SB owner, I have seen a lot. But this one leaves me aghast.

Advice?

I too had a bad experince advertisng with AT & T Advertising and Publishing so contacted Better Business Bureau in St. Louis, MO. The amount past due is always negotiable. My problem was resolved within two weeks after a nine month battle with AT & T. Don't listen to their threats just take action and contact the BBB ASAP! Wish I had contacted BBB sooner!

I just made my second to last payment on my contract. Yes they are holding me hostage. It is amazing that they have no morals. If I don't pay they will shut off my business line call forwarding that I advertise with. I am thinking it just may not be worth it to continue with them. As soon as this is over I am cancelling all of my att services. I just called the service department to complain and all I got was " I will notate your account mame. BFD. That did nothing. Has anyone had any sucess in getting their contracts refunded?

Has anyone just nor paid? I feel like I ambeing held hostage and with no release in sight.

Advertising with AT & T Advertsing and Publishing is the worst mistake I ever made. It is frightening how they operate.

I have gotten the same notice from my SWBYP. I don't feel obligated to pay the bill. How has your situation worked out? Thanks.

I am having the same problem. Has your problem been resolved? If so, how? Thanks.