AT&T
Reviews and Complaints

AT&T support is confusing and they have an overall resistance to helping customers (apparent with a 2 star rating overall). A rep. informed me I am eligible for an AARP/AT&T discount. But once I became an AARP member they did not give me the discount stating that I already have the discount. In several separate phone calls, some reps. told me one thing while other reps. told me the opposite. Finally a supervisor agreed I should get the discount but need to go into an AT&T store for service. Rep. at the store was uneducated about the program and could not help. Their support staff are poorly informed and deliver mixed messages. Their system is set up to resist decreasing your bill and when possible increase it. Annually I have to complain about increased charges. They make billing mistakes frequently and always in their favor. Only because I have been diligent, have I managed to keep my bill from increasing.

I desired to upgrade my iPhone 8 Plus to an iPhone 12 Pro Max.
I drove 1 1/2 hours round trip to the Warrenton, Oregon, AT&T store and had it examined for whether it qualified for the $700 discount. I was concerned because the screen has a small chip and crack in one corner.

The agent examined the phone carefully and ran it through a series of tests and said that it qualified for the full discount. With that assurance I returned two weeks later to arrange and pay for the upgrade.

A different agent met me and examined the phone. I showed him the chip and the crack and even discussed where it happened. He then qualified the phone for the full $700 discount and, after filling out paperwork, began transferring my phone data into my new iPhone 12.

When I returned an hour later the transfer was complete but because my agent was busy with another customer I was assigned someone else.

After completing more paperwork he asked if I was ready to authorize charges for my new phone with a $250 credit. I said, "No, " and explained that I had twice previously been approved for the $700 credit. He said my phone did not qualify because of the chip and crack in the screen.

I was very upset at this and explained that I had been preapproved twice. I then canceled the upgrade. He replaced the sim chip in my iPhone 8 and then fiddled with my account for 15 minutes before saying that he was getting an error message on my account in reversing the upgrade but that I could leave and he would email me confirmation when he was done.

I said that I wasn't going to leave until he deleted all of my phone data from the iPhone 12. He should have thought of this and I was upset that he didn't. I then left the store telling him I was going to file a complaint.

The experience cost me over half a day in driving and waiting as well as considerable frustration. It has now been three days since my visit and I have not received the promised email and my AT&T online account still shows that on my upcoming bill I will be charged for what appears to be the monthly equivalent of the full cost of the iPhone.

None of this is acceptable and (although I do not think it was intended as such) looks very much as if a scam was being pulled. It was definitely a bait as switch.

It was definitely NOT a happy experience with AT&T.

I have been a customer with AT&T's for many years! I went into my local store on 5/8/21 and upgraded my phone I'm addition to changing my plan. I was told I would receive a $350.00 trade in discount.
1. My plan did not change
2. Was charged full price of the phone
3. Did not receive trade in
I called customer service today only to be told I can no longer access my account with at&t via the phone, I must report in person. I contacted my local at&t store only to be told the very same thing. So no customer regardless of situation can gain access now to his/her account unless done so via in person appearance.
What in the work is going on?
Will the customer service departments now close as they can no longer access customer accounts? Something is very wrong here. This business is feeling very much like a scammer company compared to a year ago!

1. Account supposedly closed in December 7 2020, but ATT does not have notation in their records, but have records of the transfer of TV in December 2021. Cancellation of the Internet service and transfer TV service was done in the same phone call.

2. Charges for an account that has been cancelled (Internet as [protected])
received bills and withdrawn from my bank are the following:
a. 12-22-2020 $40.00
b. 12-28-2020 $46.80
c. 01-26-2021 $46.67
d. 04-26-2021 $46.67
all of these charges are supposed to be for Internet service which was cancelled in the end of November 2020.

Called Loyalty, Customer Service, visited one the local stores; and not luck.
Offered to show the statements from the bank that reflect these charges
but no one can helped. The last call with Chris ID CT1530 offered to escalate the claim, then asked how long should I wait for the resolution
he told me he did not have any idea.

At the present time, I cancelled the auto pay in order to avoid more withdraws.

Hope, now to receive any response to my complain.

AT&T complaint:

March 10, 2021: AT&T bundle services ordered.
Acct # [protected] and Act # [protected]
Conf # 6312412929A

AT&T will not honor the price quoted for bundled services

All services ordered and installed 3/18/2021. We agreed on the following services: 25mbs internet Wi-Fi, 2 phone lines [protected] & [protected]), AT&T TV / cable. Price quoted initially at $144.98. (an estimated total monthly bill including taxes and fees) The 2nd call was placed to reconfirm 3 services and $144 price, at this time was quoted a new price @ $147.11. Although, there was a price change it was approved by me for the new price of $147.11. Upon receiving the 1st bill of $244; was paid. As of the 4/17/2021 bill was for $135.75 and my debit card was charged for $65.52.
At no time was I told the bundle services were not available. At no time was I told there would be 2 different bills. I called and spoke with Johnnetta regarding a missing cable box, and then told there would be 2 different bills and the TV MUST be drafted separately. Again assuming the $147 - $65 = $81.95 to be paid monthly by me. But now I'm told an additional $65.52 will charged to me. (?) The misinformation and false advertisement by AT&T. Now AT&T will not honor the price quoted to me. Because of their misconception they are not willing to fix this issue they created.
Finally spoke with manager Nicki (emp ID # NC356B): she said although AT&T made the mistake in not setting up the Bundle service as requested at the initial setup call; there is nothing that can be done and they cannot fix this problem with the price. Therefore I'm screwed and must pay the addition amount.

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 !