AT&T
Reviews and Complaints

I called August 14, 2021 for a service call because my Direct TV service was not working. The gentleman told me that repair could not come soon enough so I asked for my service to be canceled. I specifically remember the call because I had guests that weekend and did not want to not have TV for them to watch. I thought my service had been canceled and immediately signed up for YouTube TV. I would not have signed up for another TV service had I kept Direct TV. I would also not have canceled the service call to repair the TV since the TV was not working if I planned on keeping it. The gentleman I spoke to was very difficult to understand and clearly, I had a misunderstanding. However, since the call was recorded someone should be able to go back and listen to the conversation and see that I requested it to be canceled. The lady I spoke to today was very nice and reimbursed me for December and January but I would still like to be reimbursed from August 14, 2021. The picture I uploaded below shows that my receivers have been offline since we unplugged them as soon as I got You Tube TV in August. Please reimburse me the money I have paid since August as we have not been using the service.

Cancelled cell phone service about 6 weeks ago; went with another provider.
Received a bill for 79.19 last month, while surprised I thought maybe it was tying up whatever so I let it go. Yesterday 1/15 I got an email again stating that they are withdrawing another ＄79.19 by auto pay . . . I called and talked with 3 different reps all of which passed it on to someone else. Finally I talked with a John in charge, who also stated I needed to provide some pin #. Of course after so many years I had no clue so I gave my SS # which was not good enough. They stated they could not "identify" me without this pin #. I cannot get on the website any more as it states I have No account and now I am told I need to go into a store . . . really? You have my name, birthdate, social, email and that is not good enough ID? I want my money refunded and the bogus charges to stop! [protected]@yahoo.com

Can you imagine a billion-dollar company stealing from the average American? You may think that's absured, but it is actually truth!
Take my case for example. We've been ATT customers since 2012. And not because their service is great, but for the simple reason that they were the only ones who had better coverage in our area. For the most part their service was good, with the occasional hiccups. I hated calling their customer service line, not so much because of their agents, but because it takes at least an hour before you can actually speak to a human. And then you get transferred from one agent to another and you have to re-tell your issue over and over again. It drains you!
When we moved to CA, I decided to avail of the "move with ATT" service. It was great! No having to redo your passwords, etc. everything worked as it was from the previous state we lived in. Because of a discount, I enrolled in their auto-pay. After a year in CA, we moved to FL. This time, I did not avail of the "move with ATT" because I wasn't sure which provider had better services in FL. Our account in CA, which was under my husband's name was cancelled/terminated in July of 2020.
When we arrived in FL in Aug of 2020, based on the reviews, it seemed like Xfinity had the upper hand in our area, but I decided to go with ATT again because they were familiar to me, and I once again availed of their auto-pay incentive.
In November of 2020, a glitch or something must have happened to ATT systems, and unbeknownst to us, our account in CA that was terminated got re-activated. ATT started charging us $79.99/month for the CA account that was cancelled.
We had no idea that our old account got re-activated and started charging $79.99/month because when I checked my ATT accounts online, it only showed the active accounts we have, which are now under my name. The $79.99 charge was nowhere to be found. ATT kept charging us $79.99 up until August of 2021, almost a year after, when I noticed on my bank statement that our ATT charge went up to $121. I then checked my ATT online account to see what the charge increase was all about, only to find that there was no charge of $121 on my account.
I called ATT multiple times (within a few months) as we tried to resolve where the charges were coming from, and the solution that most of the agents gave me was to call my bank and ask them what the charge was. My bank statement clearly says that it is an ATT charge, and I filed for fraud charges with the bank. The bank issued a new card to stop the fraud charges, but not until after three $121 charges on my old credit card.
I then checked my bank statement for all ATT charges and that's when I noticed that ATT had been charging me $79.99 a month since November of 2020, 9 charges for $79.99 and three charges of $121. I tried to settle it with my bank but I was told that these were legitimate charges since I provided my card number to ATT.
It took more calls to ATT to try and figure out where the charges were coming from until one agent from India asked if I had a previous ATT account. I informed her that we had one in CA, but she was not able to locate that account. And that's when I remembered that our CA account was under my husband's name. She did a search and she found the re-activated account under my husband's name. So, she cancelled it and gave me credit of one $79.99 and one $121. About this time, with the multiple calls to my bank and ATT and the very long wait just to be able to speak to a human, you can probably imagine my frustration! Sure, the total charges are only a little over $1000 and may be pocket change for a billion dollar company, but that is my hard-earned money! I was told that she could not credit back all the charges because it had been more than 90 days that the charges were incurred. She did say however that she would escalate it to her superiors so they can check if they can credit back all the money that ATT stole from us! It's been two months and I still haven't heard from them.
I have called ATT a few times after that, but it's just frustrating that I have to re-tell my issue again and again, and going back to the fact that they can't find the $79.99 charges on my account. I was told that the Indian agent who discovered my account and terminated it had a note on there of the charges, but she did not note the account number of the terminated CA account, so now there is no way to track that account because I was told they could not search terminated accounts by name. What a bunch of bull crap! Obvious to say, we switched to Xfinity.
Honestly, I have given up hope that ATT will return our money back.
How many other ATT customers were affected during that "system glitch" which re-activated terminated accounts? Also, think of other billion- or million-dollar companies that do auto-charge, such as Amazon. Think of the older people who now have dementia and can no longer track the auto-charges on their accounts. Think of the folks who died but their credit cards are still being auto-charged.
And that is the harsh reality of how billion-dollar companies steal from you and me!

Date of incident: start on 1/11/2021 and ongoing

On or around 1/11/22 I tried to reset my AT&T email password from my PC. I was asked 2 security questions. I answered them correctly and was prompted to enter my new password. I did and hit enter. Nothing happened. I waited and hit enter again. Nothing. I closed my Edge browser and tried Chrome with the same results. I tried another PC with Edge and Chrome with the same result. I tried an Incognito session in Chrome with the same result.

Then a little bit later that day, it stopped asking me my security questions and told me to call 1-800-288-2020 (see attached) to get help.

On the calls they asked me for my pin which I gave correctly and also asked me for an alternate email address. They told me because of a change in processes, that it would take 7-10 DAYS TO GET MY PASSWORD RESET.

If you had a business and your email was shutdown, how would you feel?

Here are some of my AT&T ticket numbers
[protected]
[protected]
[protected]
[protected]

AT&T is a scamming company. Americans if you care about your credit please stay away from this company! AT&T, Uverse, Direct TV. I was a good customer and paid everything on time. I had Wifi with them and I was not satisfied because it barely ever worked so I decided to cancel and go with Cox cable. I turned in the equipment and paid my last bill. From my knowledge the account was closed and I thought I had done my due diligence. I was doing great with Cox cable had no clue about anything or owing anyone anything. A year and a half later I find out AT&T sold a supposed bill to Franklin Collection services. Mind you, AT&T never sent me a bill or called me about this payment, I was never made aware about this last bill. I literally thought everything was paid and closed because I moved on to a better company called Cox cable! Now Franklin Collection Services keeps dinging my credit so my credit can be in the pit hole and when I researched what was happening it looks like AT&T does this a lot. I would have paid it if AT&T would have made me aware of this bill because I didn't have any collections prior to this. What these 2 companies are doing is criminal and I will look what legal route I can take because AT&T should have notified me first before trying to ruin my credit. These 2 companies are sleazeballs and I will make sure people are aware of their practices because a lot of peoples credit have been affected by these 2 companies and they refuse to take the negative remarks even after being paid. That is not ok. I will not stand for that, our money has power so I will make sure our voice is heard and these scammers lose business.

Frank E. Thomas
374 Wallace Road
Jackson, Tennessee 38305
01/07/2022

Dear ATT:

My name is Frank E. Thomas. I phone number is [protected]. I have been with the company for over 40 years. My end e-mail is bellsouth.net. This will let you know how long I have been with the company. I have 4 cell phones, 5 digital home phones, Uverse Service, Fax, 4 computers, and Printer. My phone bill, wireless and Uverse is over $740.00 per month. I pay this every month.
I am pleased with ATT. I have traveled over the world and I take my ATT. I brag on ATT. I don't use the generic. I want the best. Check my record; [protected] and [protected].
I had Connect Tech Support Plus Toolbox Maintenance. I use to use the Connect Tech Support Plus Toolbox Maintenance all the time. A few weeks ago, I discovered that it was not supported anymore.
I stayed on the phone 15 hours and 2 days to find out what I could do. When I finally got a representative to help me, he said that I could get McAfee free because I was an ATT costumer. I tried
that. I was connected to an US representative. He told me that all I need to do was to give my e-mail
([protected]@bellsouth.net and my ID). I did that, but it did not work. They hooked me up to an Asian female representative. She tried to assist but was not successful. These are the numbers I called
These numbers: [protected], [protected], and [protected]. I spent about 5 hours doing this. I was trying to get the free McAfee service that I had been told by the ATT Representative. It did not do any good.
I used the internet login. McAFee and Norton ads were coming across the screen. I could not do any work. I logged into McAfee and got a representative. I asked the representative about the collaboration with ATT. He said it was not true. He said that I would have to purchase McAfee.
He also said that it would cost me $300.00 to clean up two of my computers. This was the same service I was getting with the Connect Tech Support Plus Toolbox Maintenance. The other unique point was that the Asian Representative was the same one that assisted me several times on the Connect Tech Support Plus Toolbox Maintenance service work. (Prakash with Rediscover System USA INC.)

WWW.MCAFEE.COM [protected] TX $98.75

REDISCOVER SYSTEM USA $300.00

I am asking you to refund me my $300.00 PLUS $98.75 for the service I was getting with
Connect Tech Support Plus Toolbox Maintenance. The point is that an ATT Representative said that I will get this free and Anna (01/07/2022) said that I could get this free through Smart Home Manager. Make your check payable to:
Dr. Frank E. Thomas, a long ATT costumer.

Sincerely,

Frank E. Thomas, Ph.D.
[protected]

I purchased a new iPhone in November 2021 and it is now January 2022 and I cannot receive inbound calls since December 19 of 2021. I had numerous issues, countless issues with my upgrade and I believe that somebody in the India customer support center has done something to the networking related to my cell phone so that I am not able to receive inbound calls over a month later. Tampering with my phone is a federal offense. Please text me and I will call you back. Reita Sikka [protected]

On 12/30/31, I lost TV reception and called AT&T. A repair person was scheduled for 12/31/31 between 4 p.m. and 8 p.m. The repair arrived early between 1 and 2 p.m. on the 31st. He was here over two hours and failed restore reception before having to leave. I'm paying AT&T $149/month for zero TV reception! Worse, they never call to learn whether their repair person restored my TV reception which he did not.
P.S. I've been a long time AT&T customer and always have paid my bills on time

have been a At&t customer for many years, and recently a payment failed to go through from my checking account because they were attempting to charge payment to a old card account that had been updated in their system, but they tried to get payment from the wrong card .
Rather than contact me by email or phone to notify me about the issue, they waited until the following month and charged me a failed attempt fee even though I had called them to confirm whether the payment had been processed and they incated that there were no out siding payments due.

This is the very snake type behaviour that customers contend with with companies like AT&T. Anything that they can do to get extra money from customers.

No u verse signal for 2 days. I have called at least 6 times. I have been insulted and hung up on. I have tried to complain at different site only to get the message that my password is not recognized. This for my land line. I was told that u verse would no longer be available. Previously I was told that called on my TV was no longer available. If not resolved I will complain to the BBB or local stations

Smith Vickers
[protected])
[protected]@sbcglobal.net

So because they are upgrading to 5 g towers, they are turning off our phones and telling us we have to buy their phones at their prices. I cant afford them, the costumer service sucks, the told me if I dont like it go find another carrier. Wow good customer service. I am a long time customer and I pay every month on time. This the way they treat their good customers.
I am so over them, its time to be a loyal paying customer to another carrier.
I feel no phone is worth 800 and up. I will get a track phone first.

U-Verse Equipment Acc #[protected]
I never had U-Verse and have no idea what you are talking about.
I moved from 30 St Sebastian Ln, Cullman, Al 35057 to 336 Jonesboro Cir, Columbiana, Al 35051 in June 2021. I talked with a representative by phone about getting ATT TV at that time. He ordered it and the box was sent up my previous address. His name was Kenyatta [protected]. I had to talk to him several times before this mess was straightened out and I received my ATT TV equipment. My ATT Equipment was returned shortly after that because we were not happy with the service. After that I started receiving these letters about U-Verse equipment. I never had U-Verse.
Thank you
Shirley Froberg

Hello. I noticed a charge for 56.86 from vesta att. I would like to dispute that charge because I didn't make that purchase. I have no att phone I use spectrum. I've never been aware of vesta until I've seen it charge my card. Can we please get this resolved because I need all of my money for bills. Thank you so much. And sorry for being a bother….

You just took $50 from my card and I didn't authorize it I want it back. Debra McCormick [protected]. I don't know what this is for I want my money back now.

12/12 /2021 AT&T is useless been on the phone all day and they have no one smart enough to correct the problem on line.Might be time to look for a company that can support their clients.They are sending info. on the correction by snail mail so much for their high speed.The first tech could not speak english.The 2nd tech was in Europe.I ask to be transfered to a State Side tech then ask to speak to a supervisor and that did not happen.Stated it could be 5 to 30 days before the problem could be correted,

[protected] approx time 4:30 pm, I have just spoken with the AT&T Customer Service agent, Daniel in Texas. Very knowledgeable and friendly individual, but he was unable to match T-Mobile's unlimited plan (Text, Data, and Talk) for ages 55 and up plus free phone. I understand business' need to make money. Yet, he did inform me that AT&T has a similar plan for Florida only for 55 and up ages. If this is the case than AT&T doesn't understand the demographics of Senior citizens, such as myself (71) and wife (70) in Georgia. A program that is available only in Florida may constitute a "Bait and Switch" scenario as only Florida residents can use it and especially if a Florida resident moved but retained the Florida number in another state and still paid the same as a Florida resident. Please review your policy as I will be leaving you company ASAP! If this policy exists than AT&T won't be around much longer. My phone number is [protected] Art Venzin

Approximately 18 months ago I switched my cell phone service from Sprint to ATT. At the time of the switch my salesperson told me that I would receive a $200.00 gift card for each phone that i was turning in. I turned in two and did receive two gift cards for a total of $400.00. What he failed to tell me was that I had only six months to use these cards. Normally a gift card does not expire. Weeks after receiving the cards I searched for them one day to make a purchase at my local grocery store. Unable to find them I came to the conclusion that they were accidentally thrown in the trash. This week, I did find them in my nightstand. I then called to make sure that they were still that they were activated and ready to use. Thats when I found out that they had expired after six months of their issue date. I am a disabled vet and $400.00 is a great deal on money for me. What i am asking is that you re issue these cards...as i have stated, I was never told that I had only a short time to use them. Your records will show that neither of these cards were ever used. I am inclosing the card numbers. This situation is not completely my fault.
card # [protected]) card# [protected])
I am a loyal customer; I pay my bill on time please consider my request.
Kenneth Guillory

I have had an ongoing problem with internet service. It started with one day all of a sudden I had ads all over my facebook that I pay for. And even if you hide them or delete, they just come back again . Someone named Akeem had sent me an email to deal with this but then that email disappeared and I did not delete it. There is alot more to this complaint

I own a small antique business in the Dallas Design District. I have been in my current location for 4 years. AT&T had no broadband service here until recently but every few months a Rep would call in trying to sell me fiber optic broadband even though they could not provide it. About 3 months ago a Rep from AT&T called in and she was adamant that she could supply a fiber optic 1000 mbps service. As I was only getting 300 mbps (and less in reality) from Spectrum, I expressed an interest. She sent out a site engineer (sub contractor) to perform a site inspection about 2 weeks later. He came and confirmed that they could get a fiber optic service to me and that he was submitting his report. I contacted my next door business neighbors who are friends of mine and told them they should also sign up. After another few weeks I notice an AT&T technician installing the service next door and I had heard nothing. I called AT&T business and nobody answered and nobody ever returned my call. I gave up! 2 weeks ago 3 girls (rep's) from AT& T called into my shop, selling fiber optic broadband. My first reaction was to laugh. I explained in detail to them my history with AT&T over this. They assured me that it must have been an oversight. They checked the company's records but could find no record of my previous order or even the engineers site visit report. I told them in no uncertain terms that if they could in fact deliver me 1000 mbps service that I would sign up. They made numerous calls to HQ and finally presented me with contracts and paperwork for Fiber Optic Internet and Land line for a combined $70. They even offered me a $250 prepaid VISA Card to pay the $100 installation fee and $150 for the previous inconvenience(s). At ALL times I was led to believe that this was for their 1000 mbps service and very tellingly the paperwork is 'silent' on the service speed that was being agreed. As I was currently getting 300 mbps internet, land line and TV from Spectrum I obviously would NEVER have agreed to a lesser service even for a small saving... it would make ZERO sense. The AT&T technician came today (by prior appointment) and spent the entire day installing the new AT&T service. I could do nothing else for the entire day. When he was finished setting it up and about to leave I connected to the new modem and ran a speed test. It was just over 50 mbps download and about 50 mbps upload. I immediately asked the technician as to why it was so slow when the contract was for 1000 mbps. He called HQ and was told that my contract was for 50 over 50 mbps. I WAS SHOCKED TO LEARN THIS! THIS WAS NOT WHAT I HAD SIGNED UP FOR! Why would I sign up for this when I was getting 6 times that download speed from Spectrum? He put me on the phone with one of the Rep's who sold me this 'sows ear' of a service and she tried to BLAME ME! She tried to say that they had discussed this with me before signing. I called her out on her lie and she then backtracked and then said that "they made the decision on the service speeds based upon what THEY thought was right for my business needs". As you can imagine I totally 'lost it' with her... Who do they think they are making business decisions on behalf of MY business without my approval? This has got to be the most APPALLING thing anyone has ever said to me... namely that they know better than I do about how to operate my business! The simply truth here is that they lied about the 1000 mbps service, they deliberately neglected to write the agreed service into the contract because they KNEW I would NEVER have agreed to it. I immediately cancelled the order and told her that I would NEVER do business with AT&T again! She then had the audacity to offer me 300 mbps for the same price as I was currently paying Spectrum (for the same speed) but with TV included in my Spectrum Bill! THE MIND BOGGLES AT THE CHEEK OF THEM! Then I had to contact Spectrum myself to get my land line back which could take several days. Out of curiosity I checked my Spectrum speed and it was TWICE the AT&T Speed! I am not letting them get away with this attempted FRAUD! I am at a loss and they WILL recompense me.