AT&T
Reviews and Complaints

On the 15th of DEC 2021 I arrived in Kuwait on a military deployment. I knew phone data was going to be a problem but with COVID restrictions limiting my ability to do anything once getting here, it was several days before I was able to acquire a wifi hotspot or a "Puck" I was able to pair with my phone for communication over the Internet, and I tried to navigate my phone to turn off my data usage. Before then, I chose not to use my phone except for a few text messages to let my family know I arrived safely. When I say a "few" I mean a small number, less than 10 but more than 3.

Because I had a wifi source, I used my email and communicated with Internet messaging services such as WhatsApp and Signal and Messenger. My Data usage wasn't completely turned off and my wifi puck, without my knowledge must have been fighting with my phone to use cellular data rather than relying on the wifi exclusively because after approximately two weeks after I arrived there I received threatening text messages saying I was going to be charged a very large bill because of cellular data usage.

I called AT&T as soon as I could, and spoke with someone about this. That someone said that I shouldn't worry about the bill but if I get a large bill that I should call them back to have it corrected. The following bill a couple weeks later was larger than normal by about $50 but not hundreds, so I paid the bill and suggested to my wife things were good.

The next bill arrived and I was getting charged $1511.79. I called AT&T again and spoke with Gabby for about an hour. I relayed all these details the best I could and she assured me her notes were going to the management team who makes decisions on billing adjustments and I would get an email on their decision. I never got that email. I was later told it was sent to me on the 29th of DEC so I'll research it but I was specifically looking for that email and am telling you it never made it to me.

On the 11th of FEB, just a couple weeks after that conversation, I called AT&T again and this time spoke to someone who calls herself Sheila. She was a very pleasant person and she listened to my story and reviewed the notes in the system from my past calls. I wanted to know if an adjustment had been made and what my bill was so I could pay it. She then said she will file for an adjustment in the amount of $1442.53 and the adjustment will take effect within 48 hours and not to worry. She asked me about my weekend and said I had a nice voice. I appreciated her attempts but in the absence of her email confirming these claims, I called AT&T again on 17 FEB and discovered my bill was not changed from $1511.79.

When I spoke to a person whose name I couldn't hear very clearly but was one syllable, I learned that every one of my attempts to have this bill adjusted had been denied. She apologized and said if she were in my position she too would be considering leaving AT&T for another company. She said she could escalate my complaint for others to review but she couldn't guarantee the result would be different. I agreed that it would be a waste of my time. I asked to be sent to a place where I could pay my bill.

I understand that a certain amount of my used data was mine, such as text messages informing my family I arrived safely. I think the majority of my data used while out of the country should be forgiven considering the difficulty in navigating the phone's many system settings and the language in which data vs. data roaming and how when clicking data roaming there is nothing that says the phone is allowing roaming charges or not. The words "data roaming" just gets highlighted or something to that effect.

I'm not happy with AT&T and as soon as I return back to the states and confirm my number is once again mine, I plan to leave AT&T. I will reconsider if someone reads this and refunds me or credits me the exorbitant amount charged for such a negligible data use.

Canceled the NFL Ticket (Direct TV) in September of 2020. I am still being charged $58.99 a month for a service I don't get and here it is February 2021! I have called them every month from 9/2020 to the present February 2021 and my wife has called plus sent emails to the company. I have filed a complaint with the FCC and Better Business Bureau. Now I'm being charged a late fee of $6.25. I don't know what else to do. Can you help me.

Internet went out in my neighborhood on Wed 2, 10, 2021 and ATT said they can't come fix it until 2, 17, 2021. Really a week?
Poor tech support!
Many people have no internet. Kids can't do schoolwork and it leaves adults working from home in a difficult situation. Internet is as important as power these days. Way more than entertainment!

Frustrating!

1/22 ATT&T offered to upgrade my phone for only $6 more than my current bill because they would give me $899 for my current phone, I only had to pay $51 for sales tax. 1/27 I was delivered the wrong phone and called upon receiving the wrong phone and was told it would be corrected the rep had me on the phone for almost an hour, she stated she had the correct ordered I only had to pay the sales tax again and I would have the phone in 2 days, the rep said they were placing me on hold but hung up the line! I proceed to call back since no one called even though she asked for my number in case that happened. The next rep I speak to states she can help me complete the order places me on hold for about 20 mins although she came back about every 2 minutes to ask me to continue to hold, finally she comes back and states she cant help me because of something to do with the wrong phone still in my possession and she had to transfer me to another agent who would help me resolve it, but she had to blind transfer me and I just needed to explain it to the next rep once they answered the line. Ok 3rd rep now and over an hour in talk time with no results. Speaking with 3rd rep now and I explain whole situation to him and he puts me on hold for about 15 minutes to read previous notes he says. He comes back on the line and tells me they were ordering me the wrong phone again they had placed an order for Samsung note 20 when I wanted the Samsung 21+ Ultra but that phone actually didn't come out for another 2 days so he has no idea why the 2 other reps told me thats what they were ordering. So at this point 3 calls 3 reps and I have paid them $122 and still no phone in addition to I had to call back in 2 days so they could fix everything. 1/29 I call back 4th Rep who I explain it all to them and they proceed to fix the problem but I have to pay $71 dollars this time for sales tax and the rest would be refunded when they received my trade in device and the wrong phone THEY sent me, I reluctantly agree, rep states I will have my phone in 2 days. 2/4 Six days later I receive a trade box for my old phone but still no new phone. I call AT&T back again, 5th call 5th rep. Rep cannot find my order number for about 15 mins but finally does and tells me Fedex tried to deliver my phone and no one was home to receive it! Lie! Me and my wife work from home and havent left the house since the order was placed, I inform him of this and the fact the AT&T sent me a USPS tracking number which has had no movement since received, he ask me to hold while he investigates further but then the line disconnects again! No call back from rep #5 either. I call back again rep #6 Daniel who again takes 15 mins to find my order then needs about another 15 mins to read thru the previous notes. Then he needs to investigate where the phone may be. Another 15 minutes goes by. Once he has done this he tells me Fedex has my phone at their warehouse and they are behind due to Covid so I should just wait to hear from them AT&T cannot do anything. I ask him for better solution since all the time and calls that has passed we need to do something else besides waiting to see what happened especially since the last rep told me the phone was back at AT&T warehouse so I am not confident FEDEX has this phone I have no tracking number for. Daniel says he find a better solution for me. He places me on hold for about 20 minutes coming back every so often to ask me to continue to hold. He finally comes back and says If I cancel my order I will get all my money back in a few days! This was his fix, I ask can we find another solution I don't want to cancel my order. He places me on hold again another 20 minutes he comes back and says I should cancel the order and go into a store and just buy it there! I advise him due to Covid is the only reason I ordered it online this is not an acceptable solution. I ask for a supervisor, I I am put on hold and the line is disconnected. No phone still!

I terminated service via phone for ATT internet and Directv satellite service on January 26 2021. I was told boxes for the equipment would be sent for the return of the equipment. We moved from the previous address to our new address on January 25. I recently received a bill for services thru February 16th. When I called about the billing error the representative told me Direct tv charges for 15 days after termination request also was told to return equipment to the UPS Store. I did return all equipment and have a receipt from 2-3-2021.

What is the point of being a loyal customer? I have a galaxy s6 active. Works fine but because of its age I'm slapped with a value of $10. No promotions or trade in deals that would give me the upgrade that I should get for being loyal. ThatS 3 cell phones, internet, tv and a landline. Now I have to look at all your competitors who want me to come to them and give me what I should get from At&t without being encouraged to go to someone else. New phone free with a new 2 year contract. Comcast would love to give a deal for tv and internet. In 2 years you'll be offering what I want now. You love new customers but offer nothing for loyal ones. Bad business. [protected]

This all starts with a fire in our home and while our house was being rebuilt we temporarily used quest quarters above our detached garage. Our existing equipment and service was then moved there for us to use.
Since then our home was finished and we moved back in.
Here starts our our problems with AT&T's service when we try to have a new
line brought to our home, (the original line was destroyed during the fire.
Below is the list of times and events that occurred over the past 3 months:
11/16/2020 - called for a technician to discuss the placement of the new line to our home.
11/18/2020 - The technician arrived, discussed the install and my lawn was flagged for the new line install. An Intergraded Solutions Consultant with AT&T was also present.
11/23/2020 - 811 service came out and marked my lawn for all of the other buried services.
12/09/2020 - A truck with a ditch wench to but in the fiber optic line arrived and 5 mins later left with no work done.
12/21/2020 - I called the toll free number [protected]) twice and explained all that transpired, no resolution could be given by either customer service rep.
On the same day with my frustration I contacted the Intergraded Consultant and he gave no support for my problem.
12/28/2020 - Called the 800 number again an after being on the line for 52 minutes I was informed that Line Services would be contacted.
01/09/2021 - Still no work performed and with no calls returned to me explaining the problem I called and was informed that a Technician would have to come back out and the process would begin from the beginning all over again.
01/13/2021 - 811 services come out again to mark my lawn to burried services and add more flags to my lawn.
01/19/2021 - The truck with the equipment arrived again to install the new line and left without doing so again.
01/25/2021 - I contacted AT&T's Line Services went over everything above and she even stated that my account showed all of the activity since 11/18/2020. She also informed me that the manager would be contacted and I would receive a call back with a resolution.
01/28/2021 - my wife calls Line Services this time and the same response was given to her.
Bottom line, why does it take over 3 months to install a new line because I had an unfortunate house fire and would like to have the equipment moved back into my rebuilt home. Great customer service?

Employee Mark- Mf3918 kept me on the phone for over 5 hrs dealing with several employees who did not address the issue for what I was calling. Him and his supervisor stated they put notes and esabated the issue however when I finally got to the last rep he was not able to see any note. I have never wasted this much time in my life and I will be switching service providers soon.

i can't rep on the line. been trying for 2 days to pay my phone off.

chat could not get link, went on line, just article to article.

twitter verify for the 100 th time,

on hold listening to ads, 12 min.

never can get a rep if you do, they don;t under stand english.
leaving att soon!

rip off bad service!

impossible to get a rep on the phone,

2 months ago AT&T raised my bill by $60.It went from 125 to 192. Worse time in the world due to Covid. I called to resolve and here we are 2 months later and nothing done but take away services! I have talked to at least 10 people with no resolutiion. I had HBOMAX. and 3 months of other premium channels. Now I have nothing. I have called many times and they keep telling me there is nothing I can do.
I have had AT&T ever since Spectrum raised my bill to $200 a month. I got AT&T because they charged me $100 for tv, internet and home phone.

Today I called ATT to inquire about NEW ATT CELL PHONE PROMO . The ATT representative told me I could receive a new cell phone FREE. After ONE hour on the phone setting up my new cell phone I was told that there was no charge for the phone BUT I WOULD BE BILLED BY ATT FOR 30 MONTHS (2.5 YEARS)! The ATT representative did not explain ONCE that I would be signing a 30 month contract with ATT. This is unacceptable! I consider this method of sales to be "SLAMMING" THE CUSTOMER INTO A CONTRACT. UNACCEPTABLE. I WILL RESEARCH OTHER CELL PHONE CARRIERS AND CANCEL MY ATT SERVICE. What a way to treat their long time customers. I've had ATT phone for many years. SHAMEFUL. MAKE PROMO PLANS FOR CLEAR TO CONSUMERS. NO SMOKE AND MIRRORS. I AM A SENIOR CITIZEN AND I THINK THIS VERY STRESSFUL PROCESS TODAY WITH ATT HAS SHORTEN MY LIFE SPAN AT LEAST A YEAR.

On November 9, 2020, I signed on for cell service with AT&T wireless transferring from T-Mobile. I bought thru an authorized retailer, 4 iPhone 12 with a written understanding that I could cancel the agreement and return all phones within 15 days after activation. The phones had staggered delivery dates. As soon as I received the first three phones(in two packages, I called to cancel and returned the first three phones on November 20. The fourth phone was received and returned on December 19. All returns were addressed with the ATT return address forms included in each original package.

To date, ATT has only acknowledged the receipt of only one (with 2 phones) of the two packaged sent on Nov. 20 and USPS delivery to the AT&T agent date of Nov. 24. And refund for the taxes paid on December 12. For the other two phones, including the one returned on November 20, nothing!

I have been calling weekly over the past four weeks and no one seems to be able to locate these returns. Interestingly, one agent told me that they could not do anything until these phones until they physically recienve the phones in their warehouse(only God knows where) even though USPS indicate that the phones have been delivered to an ATT agent as indicated on the return label.

I am deeply frustrated because I wish to move on! but can do so as long as ATT is holding up my account not to mention my refund.
Please help !

Customer Service is the Worst!
We spent over 12 hours dealing with their customer service, as what I thought would be a nice change has ended up being the worst thing I could ever think of!
On December 18, 2020 we went into Sam's Club and decided to switch from Verizon to AT&T, thought we would save money, but instead we have spent $4117.10 now, with $1519.27 not being authorized and not even knowing what it is for. I spent over 5 hours on the phone on December 22, 2020, asking why that was taken out of my account with no response, no one knows or can see it. I was even transferred from your level 2 customer service agent, who transferred me to a Fraud agent to be ridiculed and sent back to customer service to start over!
It is now January 14, 2021 and phones have been returned, but it could be months before I see return. Really! This is my money and it should not be held, especially when I have returned their product unopened.

Georgiana Robinson. [protected]@aol.com
On October 2020 I saw a reward promotion for Apple Watch on my online bill. The promotion stated if you purchased an Apple Watch 6 and trade in an old Apple Watch you will receive $200 for the old watch and if the watch was in excellent condition you may receive more than $200
This sound great to me so I purchased the apple watch 6 for $536.24. AT&T emailed me the shipping instructions on how to send the ole watch back to receive the $200 credit. I shipped the watch on 12/3/20 and att received the old watch 12/6/20. To date I haven't received my $200 trade in reward for my old watch . I called AT& T on numerous occasions including today but all I get is the run around. Every representative I spoke with had no idea of such a promotion or they said the only promotion they see in their system was one where you had to trade a phone and get a new phone. They would place me on very long holds (more than an hour at a time) or hang up on me or tell me they can't give me the credit because they can't find it in their system. I have been transferred to the trade in area, the rewards area and the customer care area and each time I have to tell my story all over again and answer a litany of questions which is frustrating.
All I want is for AT&T to honor the promotion or send me my old watch back.
Watch 4 shipped USPS 11/3/20 and received by AT&T 12/6/20 from carrier Pitney Bowes Re #[protected]. Usps tracking # 9202390100721415288592. Please help me get my watch back or the promotion credit of $200
Thanks

Purchased iPhone in August 2020. I have never been able to login to my account. My phone number is [protected]. It is a personal number, not a business number! I have had this number since 1998, starting with sprint.

AT&T routinely takes money out of my wells fargo account, but will not let me look at my own bill or contract. It is my account that is locked, not the device!

This is willful fraud.

After trying to create a login, my account was immediately locked.

Callme. Do not text me! I want to hear from someone with actual answers.

Janet Cameron
[protected]
414 10th Ave, Apt 6
Seattle, WA 98122

I have been a Direct TV customer for approximately 25 years. AT&T took them over a few years ago. My husband handled the bills until last Spring when he became ill. The AT&T bills were paperless and sent to his email account. That account no longer exists. I requested paper invoices numerous times to no avail. I would just pay around the same amount each month. Last month (December 16) my Direct TV was shut off for lack of payment. When I called they said we were $69 in arrears! Our monthly charges are approximately $180 per month. I could not believe they shut it off for $69, one third of a monthly payment, a long term customer, in the middle of a pandemic! I explained that I did not receive the bill since it is being sent to an old email address. I paid the bill on the phone, requested paper invoices again, updated the email to mine and service was restored.

Last week, December 31, I received the current bill which included a $15 restoration fee and $9.99 one day service (?). When I called to ask to please remove the fees, I was denied. I kept pressing and after being on the phone for 52 minutes I was finally given a $17 credit. I told them if they did not remove the charges, I would change providers but they did not care. They are willing to lose a long time customer who has always paid on time for $7.99! I asked to speak to a supervisor and was told none were available but one would call me back within the hour; today is 4 days later and no call. They have the absolute worse customer service of any company I have ever dealt with. I was happy with Direct TV and didn't want to go through the trouble of switching providers but it's a matter of principle.

I took advantage of a trade-in program where I sent my qualified phone, Samsung Note 8,  and purchased a new Samsung Note 20. I followed AT&T rules, made sure I qualified even though I really didn't need a new phone but the program was too good to pass up.  Several weeks later I received a letter from AT&T stating, in essence, "thanks but you are now screwed out of $999 AND your old phone". But wait, I did receive a $35 reward card. So that leaves me with a bill of $964 that I did not want nor can easily afford AND my working Samsung Note 8 gone for good.