AT&T
Reviews and Complaints

I went in to the AT&T store in Mayfaire located in Wilmington, NC as I need help with my phone. It kept saying not backed up and calls were failing to Android for meds. I have an iPhone. I am 84 and don’t understand technology. The manager had a lady formed visiting and seemed bothered that I was asking “stupid” questions. He was very rude and reluctantly “looked” and according to him fixed my phone. Once I returned home I realized my phone wasn’t working at all. I could not make or receive calls from anyone or text messages. I am certain he did something to my phone via my account. This phone is my lifeline and need it in case of an emergency. What he did is wrong and I still need my phone fixed as well as getting to the bottom of this incident.

An AT&T 'In-Home Expert', Mitchell Swanson, personally visited us on 4/28/22 to change our Cell Phone provider from Verizon to AT&T.

After several email exchanges to get the agreed plan right, he came back on 4/30/22 to confirm our agreement and to get us to sign (to fill his quota for April, he offered us $200 in discounts as long as we signed that day which we accepted).

The agreement was providing Unlimited Elite on each cell phone at $75 per phone less $10 for AutoPay & Paperless Billing, less $10 for Customer Owned Phone, and less $15 for Internet bundling (i.e., $40/phone). When asked what the approximate Fees & Taxes would be, he estimated $15. We currently have AT&T Internet 300 which he agreed to keep the same at $45/m. Also agreed was to add unlimited International Calling for $15/m (limited countries but included UK which was the main one for us).

On departing, when asked about when the International Calling would take effect, he stated he would do this as soon as he left the house.

His follow-up emails with the Plan details were incorrect and it took 2 further emails before he got it close, but even then, it had the wrong Plan Name (Unlimited Starter instead of Unlimited Elite which he offered us at $5/line extra as we are AARP Members - card shown to him - but keeping the same discounts, international calling, and internet).

When the estimated bill came, it bore little resemblance to what we had agreed hence several email exchanges did not put this right despite his assurance he would get it corrected. Also, we made a 21-minute call to the UK on the Sunday, 5/01/22, which was billed to us at $63 + tax despite the fact that we should have been on the International Plan from 4/30/22 evening.

Our actual bill (which comes out on 5/21/22 via autopay) is $239.16 despite Mitchell Swanson's email (4/28/22) quoted "Once Taxes and fees I would put you at $145-$150 a month for all services, internet and cell phones."

I have spent quite some time trying to get our bill corrected, both with the 'In Home Expert' who made the agreement with us, and to AT&T direct, but no luck, just assurances it would be done.

The Plan Quote sent on 4/28/22 was correct other than stating the Unlimited Starter plan instead of the Unlimited Elite as specifically agreed (quote gave $35/ cell phone + we agreed $5 extra for the Elite plan, hence $$40/cell phone).

Considering the amount of time sending emails, texts, and calls, we are extremely upset at this apparent switch and bait tactic, and no mention of when we would receive the $200 rebate despite repeated requests for an approximate date.

From some basic research, it appears that the 'In-Home Expert' may not work directly for AT&T, but rather a contracted salesman with given quotas to meet. During calls to him to ensure the plan was as per agreement, he stated that AT&T cannot provide the plan he agreed, but that he would resolve this and make sure we got what we agreed to; this has not yet happened and once the money is taken out in 4 days' time, we will have a very difficult job getting anything resolved.

The anxiety caused to my wife and I has brought on health problems.

In desperation, kindly help.

On Thursday 5/12/22 AT&T arbitrarily disconnected the above noted home land line _ this was NOT ordered! We have been trying since Friday AM to get this line reconnected and have spent numerous hours on the phone with AT&T to no avail. All bills are current and paid in full. Because of this decision, AT&T has left our home with NO service and unreachable. Would like to know why and who made this decision and how quickly can our phone be reinstated.

AT&T used a third party to change our home alarm service. The employee did not explain what he was doing other than he was upgrading our system. This made sense since the alarm hadn’t worked for years. We then began receiving bills from AT&T and brinks for an alarm system. We called to cancel the alarm with AT&T but they did not stop charging us. When I called today they were awful. Playing games. They blamed us for the problem. They would hang up on us or send us to another department that had nothing to do with home security. One persons accent was so bad. I couldn’t understand her. I asked over and over to speak to someone else but she refused. I was told AT&T doesn’t have that alarm system any more but I had to call and cancel or they would keep charging me. This isn’t the first time we’ve had problems. I tried to cancel the new phone service we signed up for today after all the trouble they gave us but was told they couldn’t do that because I didn’t know the pass code. It wasn’t a problem when I signed up for it. They had no problem taking the security answers.at one point I was told I have to call back tomorrow because that office is closed. I waited an hour and called them and the office wasn’t closed. This is absolutely the worst customer service I have ever received. I believe they may have committed fraud against my elderly husband. I’ve spent a total of 7 hours on the phone with them today.I’m going back to sprint even if it cost $100.00 more a month and doesn’t have a hotspot or allow calls in Canada and mexico

We bought four phones for Christmas, and below is the printed-out bill with the amount highlighted for $264.74 per month stated by representative Destiny the manager at the Mantua Branch in New jersey phone [protected]. Each bill since inception has been close to $300 per month. We have spoken with Destiny three times with no results. We have talked with the customer service twice with no results. This is fraud as we were told one amount and have been given another since the opening of the contract and they just keep stating we need to revise the contract in order to get the bill down. While Destiny is pleasant, we are not getting the results that she specifically told us as she used a highlighter to state our monthly bill. AT&T is a huge company and should be able to honor their agreement without giving us the run around. To me this is switch and bait they in essence conned us into buying 4 phones for a certain amount for Christmas and we have been charged incorrectly starting with the very first bill. We have tried to correct this with no results.

During installation the tech damaged my roof. I did not want the satellite on the roof, but the tech assured me that it would not leak. My service was not great at all, we didn’t have a good picture. A lot of times it would be out. I have called numerous time and spoke with customer service and tech support about the problem and still haven’t received any help or solution to the problem.

Att is such a substandard poor non-customer-oriented shady corrupt organization. The 4g phone that att sent me to replace the 3g phone has been horrible from day one of use, and att refuses to ameliorate the situation. First of all, att customer service said they sent me an Alcatel phone. They lied, or they have no clue what their employer is doing to shaft their paying customers. Att told me to call Alcatel to resolve my issues with the phone, and it was Alcatel that informed me that this crap piece of plastic junk is not an Alcatel phone at all, but some Junk OffBrand unit. After much harassment and advertising on how wonderful and what an improved level of functionality would be my experience with the new phone and 4g, Att refuses to provide a functional piece of telephone equipment to their customer. This so called ‘phone’ is less functional than the 3g phone att provided in the past. It is not even possible to look up phone information in this phone. Pushing the keys rarely results in the desired key appearing on the screen: instead, it is often necessary to push a key 13 or 14 times in order for it to register the expected key. When pushing a key, the cursor often skips several spaces making it necessary to keep scrolling and pushing the key to eventually get to respond at all, and to even stop at the expected choice. The features are not consistently available when trying to manage texts. Sometimes, you can select texts to delete. Other times , you only have the choice to delete the entire thread. Other times, you can only delete the message you are looking at. There are multiple other issues with this malfunctioning piece of plastic masquerading as a cell phone. This is insane, how badly ATT treats their customers, by sending out this ridiculous excuse for a 4g phone.

My name is Charles Tornes, Jr. and I am a long time customer of AT&T. On May 3, 2022 I placed a called to AT&T. I could not get a connection using my internet service. I reached someone in the technical department that ran a diagnostics on their end but could not fix the problem. I was told a technician would have to come out and it would not be a charge to me. The technician came out on May 4, 2022 and discovered I had simply a wire plugged in the wrong port. He plugged the wire in the correct port and this issue was corrected.

Today I received a bill and saw I was charged ninety-nine dollars. I called AT&T today and have talked to five different representatives and one of the representatives among the calls was a supervisor from billing that could not help. The billing supervisor transferred me to customer loyalty department. My problem has yet to be resolved.

i over paid ATT in the amount of $2586.70 yes it was my own fault, this happened over a span of 11 months, since mar 18 I have been trying to get that money credited back into my bank acct. I have talked to so many people over the course of 2 months to no avail , there out of the countless amt of representatives I have talked to were only 2 people who actually got anything done about this matter, i had to fax in paperwork showing from my bank acct the money was being paid to them, $28 later still havent recieved any money back, been told it would be there in 4 days, 1 week, was guaranteed by a manager in 1 hour, amongst other amount of times, still no money sent, the last time i talked to someone they said 15 days, (3-5) for processing and (7-10) days to be mailed out, well here we are 15 days later and still they have not processed my money, they tell me the refund has been apprroved so why havent i got it yet, now they are telling me not till may 18, when it will be reversed back into my acct, why am i waiting another 2 weeks, this has been such a horrible experience with them my blood pressure has shot thru the roof.

I have had a prepaid phone with AT&T since 2014 never had a problem. In Feb. 2022 I tried to make my annual payment of $100.00 before my account expirers on March 1 2022, I was unable to access my account from my home computer, so I went to a local AT&T Store to get help, they were able to get into my account and I payed them $100.00 for the year was told I was good to go until Feb. 2023. That made my account to be $423.00 worth of phone time at 10 cents a minute. On May 4 2022 I received a email From AT&T stating my email address was no longer associated with my prepaid phone number. I tried to access my account online only to find out my service had been disconnected and I could not get into my account. I called customer service to find out why my service had been disconnected only to be told nothing, they refused to tell me why. I called 8 more times to try to get an answer and to find out what happened. I asked to speak to a supervisor multiple time only to be put on hold for 45 minutes to an hour waiting, and then being told the supervisor is busy and not able to help me. During this time on the phone with customer service my account was reestablished and i was able to see my account and it had no money in it, AT&T was asking me for money to activate my account. I called customer service again and I asked to be transferred to billing, after waiting for 40 minutes a woman named Rachel got on the phone and told me It is AT&T policy no refunds or credits to be given out, I asked why was my account disconnected and she said you need to talk to customer service and transferred me to them. Right now I am out $423.00 and no phone service.

My complaint is about AT&T and their overplayed annoying reunion commercials on tv while I understand company's wanting to advertise their business. But when it becomes so repetitive that you see this like five or six times in a one hour program. Their previous ad that ran the airways also very annoying, and over ran. Ruining nighttime tv watching

We all AT&T Is simply terrible across the board. It's not their fault. The regulatory agencies that allow these atrocities are the ones to blame. AT&T Is simply terrible in all aspects of business.

I have a "mobile hotspot" that I had connected with US Cellular. I recently decided to move to AT&T. I connected my cell phones with AT&T. The salesperson advised me to hook the hotspot up through a prepaid contract instead of on my monthly cell phone bill. I had the salesperson activate the hotspot. I paid the $81 fee to hook it up. I walked outside to see if it worked correctly. It did not. I took the hotspot and my computer back inside of the store & the salesperson said I would have to call a 1-800 number, he couldn't give me a refund & didn't know how to fix the problem. I called the 1-800 number & they gave me another 1-800 number. I called & have recieved (6) different 1-800 numbers from different technicians with AT&T. The technician on the 1-800 number told me I would have to go back to the store. I went back to the store & they told me there's nothing they can do, I needed to call the 1-800 number. So I called the 1-800 number while I was in the store. The technician then told me, I didn't need to be at the store, she would take care of it. I left the store & travel home (approximately 1 1/2 hours away). I am talking with the technician on the phone, I get almost home & the technician tells me I need to return back to the store, there's nothing she can do, the store would have to help me. The service with my cell phone package is fine; however, the "run around" & passing me to (6) different 1-800 numbers is a bit ridiculous.

I was going down HWY 190 on my way to work and there was one of your AT&t Bucket trucks in front of me. I heard a loud clank and Im not completely sure where it exactly came from be it from underneath the truck bucket/lift its self but right after I heard the noise I saw a huge metal square spiraling towards me and right at my eye/ chest level. I swerved but not before I heard it hit my car Im not sure exactly where it hit because I automatically ( once I swerved ) directed my attention to the semi behind me trying to make sure it had time to brake and not hit me. I heard the metal hit the road and after the driver corrected himself and his vehicle was back off the shoulder and on the lane waited a few minutes since he had slowed down and obviously saw what had just come off his truck. I waited several seconds before contacting the sheriffs dept I was waiting on the driver to pull over and stop. When he didnt I called the sheriffs dept. and told them what had happened aprox. where they could find the metal square ( It was at least 12x12 if not larger. Gave them the license plate # and told then the road your driver pulled off on. I didnt pull over and check the damages while I knew there would be some until about 3 miles down the road once pulling into work. Once again, I am unsure exactly where the metal piece shot out from be it underneath or the bucket/lift its self but it has to have broken off or snapped from somewhere given the noise it made and you could hear it snap. I will tell you had I not heard that noise I'd have believed it possibly could of come from one of the 3938 items that seemed to be just thrown in the back of that truck and unsecured best I could tell. I' nhavent heard back from the sheriffs office but you can contact them to see where they stand its Beauregard Parish sheriffs office My car is damaged the driver was very disrespectful and unprofessional not only by not stopping but by the way the represented the company and his lack of ethics with how the bucket of the truck was laid, the items thrown about the back end and nothing securing the items to the truck nor any sort of barricade to prevent the 5 gallon bucket and the safety vests crammed inside of it from flying out. I am attaching the aprox. location of the metal square ( when I go on lunch I will attempt to locate it and document the location before removing it for your records. The PD was also took down the location on their report Im not sure if they located it or not. The road and speed the truck was traveling the time it occurred and the license plate information as well as my contact info. I look forward from hearing from your company and its response/solution to this matter.

LOCATION: HWY 190 West. between HWY 3226 and the entrance to the PCA papermill.

Date: 04/29/2022 Time: Approx 8:33 AM

Truck License # C058100

Beauregard Parish Sheriffs Office # [protected]

My contact info: Deane Gonzales [protected] Email: [protected]@gmail.com

After many mouths I finally decided to allow AT&T to install their service in my home. They had been contacting me for a very long time, however that was a great mistake, since their service is very poor. When their technician arrived he informed me that he could not install direct tv in my home at that time. He made another appointment for January 13, however he did not arrive or inform me that he was not coming, so I was required to made another appointment after being inconvenced that day. He finally arrived a few days later and installed direct tv. My internet still needed to be connected, I also had problems with that service as well they would made appointments that were not kept. Finally, their technician arrived on January 21, however when he connected the internet to my home all of my televisons stop working and he did not know what to do. He insisted that the other technician must had connected the televisions incorrectly. There were two advisers here as well and they did not know what was wrong. So, I contacted AT&T and informed them about the matter and since I had experienced so many problems, I told them to cancel my service and that I was going to contact Spectrum to reconnect my service. They still charged my credit cards for months in advanced. So, I requested a refund and they agreed, however I have not received the refund gift card and they are still sending me bills stating that I owe them a balance. I returned all of their equipment in a timely manner and I feel that I do not owe them any funds since their equipment was only here for a couple of days and it was not working properly and if they do not know how to get it to work properly I should not be required to pay for your poor service.

I have spent hours on the phone to get an AT&T technician to come to my house to check the fiber optic connection and change out a broken TV box. I made appointments for the technician to come on March 28, 2022, between 8 and 10AM, again on April 21, 2022, between 8 and 10AM and today April 25, 2022, between 10 and 12 AM. I had to take time off from work and on all three occasions the technician never came. Right now I have been on the phone for one and a half hour, to get an answer whether a technician is coming or not. The service of AT&T is deplorable, the respect for the client non existing and convoluted system to get a person on the phone infuriating.

At&T should be deeply ashamed and I demand a response. Incompetence is rampant.

Wireless cusomer service is non existent. Can't understand english. Put you on hold cause they don't understand. Talk over you!

They csn't understand system glitch. I can't log in, just esulate and hold!

20 + min a day online. They dom't listen tired of repeating and repeating no u s a support! Deplorable. On hold again listening to ads!

Sorry I cme back! Just care about selling, not customer service!

I filed a bbb compliant. Social media is now ignoring me. Number buzy busy no response on twitter,

I own a 14-unit apartment building located at 1450 SW 6 St Miami FL 33143. There is and very old ATT pole behind my property that carries old telephone lines that have been disabled and functioning cable lines no electrical lines. The pole is waving back and forth with the wind and is very loose on the ground. This dangerous for not only my tenants and building but the children that play on the parking lot of the property behind mine. I have tried to call both ATT and Xfinity, I have been bounced around thru many people and told I will have called back, and nothing happens. I have automated texts and screen shots of my calls where I have spent 45+ minutes with multiple attendants and then saying that someone will call but no one calls back. I know that the pole belongs to ATT. I'm bringing this to your attention before an accident happens. I have video of the pole waving back and forth at least 6 to 8 inches and picture of the base of the pole that is rotted. Please help before something happens thanks

On August 9,2021 I was having internet service to come out and bury the internet wire instead they damaged my drainage pipes and cut our comcast as the technician stated he had 32 years I asked why they did not do a location before they dig, they did not I will continue to complain to ATT and every company that will listen as BBB and Federal Trade Commission every site I find to list what a bad service I have experience and not understanding why the company refuse to settle the damages they made on my property I spoke with Orlanda Cimmons at [protected] ext - 2019 she only said she could not change what Claims department offer me which was $250 not enough to have the service re digged and new pipes replaced where as a Don Rush contacted me to have me call Emily Clark in claims department [protected] she only said att could pay $250 well no one came out to see the damages I could only try to send pictures but trying to show the distance of how far the damage was done and parts the technicians tried to cover was not too clear I sent a email of damages got two estimates went with the lowest then upload as emily asked after that to this day April13,2022 Orlanda senior management or claims department has not tried to reach out or settle this issue I will continue to list ATT on every site as a bad service as well as keep trying to get this office to settle their damages. Reevone Sajous [protected]

We contacted AT&T requested Fiber, when service arrived to install, we asked

to be sure they were installing Fiber, they replied no, so we canceled and waited

until the Fiber could be installed. now AT&T is demanding their equipment back

we DO NOT have any equipment. I have talked online 3 times with the help dept.

each time they tell me its fixed, it is not, I have walked into the brick-and-mortar

store 3 times and each time I'm told its fixed, now they have turned it over to

collections and I'm getting threatening phone calls. "You have 48 hours to return

said equipment or else" If I had Equipment, I would gladly return it.