AT&T
Reviews and Complaints

Before mailing in my perfectly good phone in Dec 2020, I asked ATT chat person to verify I would receive $700 for my phone if I upgraded - they said YES. "Mail it in and we'll send instructions on how to get the rebate." I mailed it in. Called 2 months later they said I didn't qualify and, basically, too bad. I explained that the chat said I would be able to get the rebate as long as the phone was in working condition, no damage and screen not cracked. It was in perfect condition, so I expected the rebate. In Feb 2021 I spoke with multiple CSR and then asked to talk with a supervisor. Jasmine called me back and confirmed that the rebate would be issued to my account, that I needed to wait 1-2 more billing cycles. It's now May 2021 and the supervisor I spoke with today said I can't get it, even though Jasmine's notes clearly state I should get the rebate. Today's supervisor was so short, he basically said, "I don't have a way in the system to help you." I said, "OK, you may not have a way in the system, but as a supervisor, you do have the authority to work with me on something." He said NO! So now, you have my perfectly good phone that I could have sold to help pay for this new phone. I get $0 from ATT and I am required to pay $1000 retail for this phone. AND during these calls the customer service and supervisor had the nerve to ask if I wanted to upgrade the service - which would make me pay even higher price...I don't even use half of the 3GB I currently pay for! I am appalled by the customer service! This is the type of service I moved from my old phone company because they would not give me the time of day after 15 years. I've been an ATT customer, now, for 10+ years. I pay my bill on-time, auto pay, etc. I can't believe that a supervisor wouldn't even give me the time of day to work out a solution with me.

Your people (apparently a subcontractor) cut off my electricity four days ago and still have it off. No one cares enough to get it turned back on. Now you stupidly want a longer complaint in order to be received!

I have upgraded my cellphone on 11/11/20 from an iPhone 8+ to iPhone 12 pro max - I was given an offer for $800.00 in credits to trade in my old phone to the new phone. I was to receive the credits within one to two billing cycles from the date of the trade in. Up to date, I have not received the credits for my trade in phone .I have called ATT numerous times for my account credit - I have been bounced around from department to department- up to date my credit has not been applied to date. I have been given numerous resolutions and this issue still has not been resolved. I have proof that ATT received the old phone because I have the receipt of the mailed phone- I tracked the phone delivery and an agent in the warehouse received and signed for the phone. I have spent hours on the calls I made to ATT to have this resolved and I am still waiting

Dear ATT:
RE: account # [protected]
This 86 year old senior is a case management client of mine. She tried to pay her bill over the phone for 4 days. They kept asking questions she didn't remember the answer to. SO in effect she couldn't pay her bill due to your company wouldn't let her. I called your company so our company could pay her bill. I was on the internet for 1 hour then got bounced around the phone service for 45 minutes. Still couldn't pay her bill. Then when I asked why they were charging her 9.99 for Sports which she doesn't watch and has repeated told them to remove the sports channel, also you have a program for 20$ for phones for seniors and 10$ for internet yet you are charging her 28.54 and 40.10., your customer service rep says "oh sorry" and placed me on hold again. This is the worst service, then your csr says, "Well we have to charge her a fee for not paying on time" What kind of fraud is that. You won't take an 86 year olds money when she tries to pay and we try to pay, but then charge her because she didn't pay?

Every time I seem to call at&t customer service o get ping ponged around for hours and never get anything resolved. I don't blame the workers, I blame the lack of training and direction. Clearly these workers don't know what they are doing and it is not their fault. It seems their only job is to sell you more services even though they have not resolved your issue or helped you at all! It's enough for you to consider other carriers due to the lack of assistance. Why have a customer service phone number at all, if I have to go into a store for every little thing. It's incredibly frustrating and shows a lack of respect for your customer's time. This is coming from a former COR employee. Get it together, guys please

Original date 04/02 and to date 04/17 (canceled acct# 912791243) and (transferred acct# 250862800)

I moved into a new subdivision and requested to have my service transferred to the new address. According to the builder there was a representative (Jaime Eagleson) that could assist me with the connection of services yet I had already transferred service from my previous address. Upon the connection of services, according to the tech that came to connect I needed a line to be dropped because there was not one to connect the service. One was scheduled but on 04/10/21 a representative did not show nor did a reception a word as to why not. I contacted AT&T and made another appointment for 04/16 BUT I reached out to to to the Jaime to connect per the builder's request. Jaime was pleased to assist (so I thought) but she CANCELED my transfer (loosing all promos that I had), she called AT&T pretending to be me and connected services to give herself credit for the sale. (When speaking to Jaime she asked for my four-digit code as if she was making the order at that time, as if she had access to the data system. Previously when I contacted her (on 4/10) to make sure that I did not miss a step in connection, she said that because she did not set up to connect that she was not able to see anything on my acct and that I should just "Trust the Process".)

If representatives are keeping record of the calls that I have made to this company, I know that it is over 10 calls made. Then today, as I am outside my home I notice wires that are exposed on the ground running from my home to the port that is located up the street (about 5 houses down) and they are building a home next door.

I have contacted the AT&T office more than enough times and as of Sunday morning I canceled the services.

am writing to AT&T due to the amount of lies and deception I have experienced, since day one of working with your AT&T. It started with the representative that sold me your service. He was working at T mobile and when he switched to working for AT&T, he asked me to witch. Not only was I bait and switched, but I was out more than $4, 000 for almost 6 months waiting to use the credits for overpayments/charges. To add to that, my bill is hundreds of dollars more per month, than promised. I was assured my bill would be approximately $320.00 per month, for both my accounts combined, and it was and still is over $520. There have been charges, I did not approve, that I have tried to get removed. For example, I never ordered insurance or the $5.00 per month upgrade charge to many or most all of the lines.
At this time, best guess, I have been cheated out of more than $2, 500, in total. This does not include the more than 10 calls, and letters I have sent, spending more than 20 hours, when factoring being hung up on and call backs, of which 90% of the time, when I was to receive a call back, never did.

From the beginning, I registered two accts using your business sales team. They did something wrong so the account got kicked back to them. I had to go into the office and set it up a second time, spending an additional 2 hours, to get it straight. I registered 12 lines.
I know now, that by this happening, some of the promotions switched and that is why I had to pay in advance and then get thousands in credits. IT was a train wreck. I also set up an account for my daughter. SAME ISSUE ! She has been overcharged EVERY MONTH!
For the first 30 days the rep returned calls and stated he was fixing it. The second month, it took weeks to get him to respond. By the third and fourth month, he stopped responding. IT took three to four hours of effort to get a hold of who his District Manager was and finally got a hold of him. At the onset, he was disturbed at what transpired with his employee. Then he did try and help and issued a few credits, but did not fix the reoccurring overcharges. After a few weeks or so, he stopped responding.

After that I spoke to at least 10 more AT&T reps trying to talk to someone who could help. That was to no avail, so I sent a registered letter to your complaints and dispute department. No response what so ever and it has been quite a long while now.

In addition, your service is the worst that my team has even experienced. Texting works sometimes. Texting a picture, forget about it. We must turn of wifi or it does not work. Your service has made it very difficult for my firm to do business. You have cost me thousands of dollars in lost business, due to a variety of reasons. I was not told we could not hot spot phones without paying an additional $5.00 per month, per line. Just too many things to even list. Worst experience ever and no one to talk to and no one to solve my issues. This has been a train wreck!

As far as I see, I am owed more than $1, 750 in credits, and my daughter is owed around $400 in credits, no including all the time I spent and my billing rate is $200 per hour to clients.

It would take me hours to calculate the amount accurately. With that said, I want out. I cannot take it anymore. Please have someone credit me by sending me a check. Feel free to contact me. More than 5 times I was promised a supervisor would call me back. Never happened. I was disconnected more times that I can count. I can be reached at 847.613.0486. I thought I would provide an opportunity for AT&T to make this right before I go to my local news station, for them to get involved.

Thank you in advance,

I wanted to trade in a phone last Friday at the ATT store in St. Joseph, mo we went in the store an employee told me he would give us $800 dollars trade in value for my phone which I was filing a insurance claim on at his request mine had a cracked screen . I filed it Friday the 9th of April got my replacement phone Saturday the 10th I was not able to take it back in that day so I returned Sunday the 11th traded my new phone in on an upgrade after I finished the trade they told me I would not be getting the $800.00 dollars I was told I would on Friday they said that promotion was not available anymore . I was promised so much money off my bill over a period of several months but it was not the $800.00. I have made several attempts at calling the store and ATT customer service and trade in department and loyal customer team only to be lied to and told I was out of luck, and being disconnected several times in general treated like crap. I've been a customer now for 10 years I guess that does not mean a thing pretty sad. I pay my bill every month on time and in full. I will be telling everyone I can think of about ATT and how they treat there customers. Hope to hear from someone asap. [protected]

Last week was parking my car at the Ramsey New Jersey train station and hit a guide wire that was attached to your pole. The wire was anchored within the white lines of a customer parking space. I tried to get a pole number for a reference but your pole did not have any like other utility poles do. Where do I submit a claim to repair my bumper. Anchor should not be in a marked parking space, dangerous...

If we have recorded a program, we are not allowed to fast forward, to avoid these long and ridiculous ADS ! so what can we do to eliminate this ?

I spent an inordinate amount of time on the phone, getting shuttled from department to department, providing the requested documents as requested via the Payment Inquiry Website provided by Supervisor Alex Molina (Claim # 5307778, Incident# 210330-000116) during a 60-minute phone call on 3/30 which commenced at 2:00 pm ET.

I then spent 45-minutes on the phone with my bank in order to arrange for a copy of the requested copy of the Electronic Fund Transfer provided by my bank (Bank of America) to the ucpaymentclaims@att.com email address provided by Accounts receivable Supervisor Horatio Caesar during a 45-minute phone call 4/3 which commenced at 10:55 am ET.

I have automatic payments set up through my online banking, which sends a check for more than my bill amount, to avoid any shortages based on the varying bill due to days in the month. I send this payment two weeks ahead of the due date.

On 3/13 my bank sent a payment of $155 for my March bill, due 3/27. I have attached the EFT showing you deposited my check, which my bank indicated was deposited by you on 3/21, yet I started receiving non-payment notices and termination threats. At that time, I should have had a $24.60 credit in my account.

After discussing the issue as described above, I issued a check for the $130.40, despite you having already cashed my prior check for $155.

While checking my account today, I discovered that you have now issued a bill for $282.77, still showing the $130.40 as past due, despite your now having cashed two checks totaling $288.40, and had the audacity to charge me a $9.99 late fee, despite my account being noted that a payment was already sent.

I got hit with 200$ in charges, I've never used at&t and am extremely upset.

How can someone use my card without any verification from at&t?

I have a prepaid phone and forgot to add minutes on my phone due to a medical emergency and lost a balance of over $200 on my prepaid phone. Called customer service and they only could give me a $50 credit. How ridiculous that a customer with over 20 years service with AT&T could not replace the entire balance to my prepaid account. I can not afford to lose this balance because I need this money on my phone to look for employment and medical needs. No type of loyalty whatsoever. It took a long time to get my balance and I always added money to my plan. So much for being customer friendly. The customer service rep was nice but it is frustrating that AT&T would do this to a long time customer. All of this happened on April Fool's Day, guess I was the fool for thinking that AT&T would appreciate my service with them, guess not.

Someone is using my address of 25 years to try & open new service! I called customer service & talked to 4 different people for over 42 minutes attempting to get this resolved. My address is clearly marked with a reflective address sign because I am a stage 4cancer survivor and my home needs to be easily identified for ambulance service if needed !

AT&T consistently replaces our modems and charges us for them, they become disfunctional after awhile and have to be replaced at least once a year, twice sometimes. I found out why this happens, it is because they do not place surge protectors on the broadband cable coming in from the power lines and do not place surge protectors on the power supply. I noticed that the modem starts to have problems after electrical storms in our area which can be bad here in Kentucky. I assume by now they know this to be the case in our area but do not tell us about it. I suppose also they know that this is a good means for selling us a new modem year to year.

Canceled phone and TV service. Have a refund of $102.14. ATT sent a debit card with refund. I don not want a debit card that is going to charge me $3.00 a month for not using it. I do not want to activate a debit card I will not use!
On the paperwork it states to request a paper check go online to get your funds via paper check. Where online? I called ATT 3 times. The first time I was transferred and got hung up on after explaining what I called about. I called back and the Rep stated I had no refund coming to me. I ask for a supervisor and was on hold for over 30minutes. I finally hung up. ATT is the worst customer service ever. At least with Verizon you can go right to the top with a complaint and it is handled! Will never go back to ATT or DirecTV.

recieved a cold call from a spoofed number this morning at my home landline [protected]). Want to be removed from your call list permanently

The spoofed number was 1-423-805-7158 and Caller ID's itself as "Hospice Of Chat".

The woman on the far end had a ununderstandable accent and the only words I could make out were "ATT" and "directv".

Not very good image from a "Phone" company.

My name Is Jody Schoff, 333 Eddy St. Michigan City, IN 46360

I traded in 3 phones last year 1 then a few months later 2 more for the upgrades. The promo called for $300.00 bill credit at $10.00 per month for 30 months per line. I did everything I was told to do by returning my old phones. I was given a case ID number of CM20201002 [protected]. I have never received any of the promotional agreement. I found out that the case had been closed out with resolving it.
The phone numbers I am concerned about are [protected], [protected] and [protected].
I returned these phones following the instructions given. I should be getting $10.00 per line for 30 months for at total of 3 lines . This should be $30.00 per month for 30 months total. I keep getting the run around or cut off, or some excuse why it wasn't paid.

In Sept 2020, I called in to make a payment for my bill and update my address since I recently moved.

The representative who assisted me said since I've been a loyal customer for 5 years I qualified to get "3 NEW SAMSUNG A19's for FREE". I told her I didn't need any new phones and she kept trying to give me the phones. She said all the phones are FREE and all I had to do was pay a shipping fee - it was around $35 for all 3 phones. Again she said they were FREE and I could have them in case one of my phones needed to be replaced. She also stated if I didn't like them, I could send them back. Again out of skepticism when it comes to corporate marketing strategies- I asked her whats the catch and she said there isnt any except the shipping fee. Otherwise the phones are FREE and mine to keep for being a LOYAL customer. Sadly, I fell for it.

Well we received the phones and activated one because a week before my wife broke her phone. So instead of paying $200 for our insurance to get a replacement we figured we'll try the new phone. It was not to her or my liking so we returned ALL 3 FREE phones.

We returned the phones before the 14 days they give us without penalty - even though theoretically we shouldnt have gotten a penalty because they were FREE - right? Well no, that is the opposite that has happened.

Back in October I received a bill for 3 NEW lines and the 3 PHONES we returned! I was livid, 1) for the rep lying to me and adding 3 NEW lines I never requested nor needed and 2) for being charged for phones that I was told were FREE and we returned them. So every 2 wks after that ( I am serious- every 2 weeks till today) I had to call ATT to 1) pay my monthly bill and ARGUE with them that they were sent the phones and that I didnt agree to a new contract with 3 new lines. So they took it off pending review of my case and "waiting for the phones to arrive".

Two weeks later I get a text stating I owe $2200! They were charging me for the 3 phones and 3 lines. On that call I got them to remove the lines, but continued with the problem of the returned phones they say they havent received - this went on for another month. Again 2 weeks later- the same routine. I would pay my regular cell charges and argue with them about 3 FREE phones I am being charged and did not have.

In Dec, I am back at again with them - every 2 weeks. I make a payment every month and in between, every 2 weeks I am back on the phone trying to get the extra charges for the 3 FREE phones removed. This time they started canceling my service for non-payment! I believe during that month, it was when I was told by a rep to hold my payment for about 8 days to see if they received the phones to make the adjustments to my account. I argued, thats not my problem because I dont have the 3 FREE phones! Well I was credited $600 because the system doesnt allow more. Again 2 weeks my bill was supposed to be reduced until the balance (credit) of the returned 3 FREE phones was completed. At that time they admitted to having received the phones at their warehouse in early November but cant be totally credited until it was in there system? That made no sense - right.

The new statement came and the credit was reversed and it happens EVERYTIME a representative gave me the credit! Seems that AT&T has a back stop whereas the COMPUTER over rides what the representatives are crediting customers.

Fast forward to today Mar 23, 2021-my service has been disconnected since yesterday because AT&T is saying that they've given me enough credits and that I have to pay for late and re-connection fees! So far, they have only reversed - not credited because I dont owe them squat for 3 FREE phones they admit to receiving nor am I paying the fees because it was theyre lying representative that got me into this mess. BTW that representative was let go back in November - seems I am not the only one that AT&T has and continues to screw! Ive asked them to pull the original recording of the FREE phone set-up and said they cant because that's a different department. Convenient isnt it?

So after speaking with several managers and wasting at least 2 hrs every two weeks to correct what theyre employee did - I have tried my best to resolve this amicably.

Today, I made the representative say out loud he was recording me and I recapped the fiasco that At&T is involved with cheating their customers into contracts and payments they are not entitled to receive by strong arming us.

Well, they chose the wrong client. On the recording I told the rep to forward the recording to his manager for action. I again agreed to pay what I normally pay for my monthly service he refused today, a manager refused yesterday and another rep as well because the system would not allow them.

I will be suing At&T in small claims court for - 1) False advertising 2) Predatory Marketing 3) Mental duress 4) my lawyers fees if needed.

If AT&T has screwed you - sue them!