AT&T
Reviews and Complaints

9t39t2020 Next Steps - FTC Complaint Assistant
On 08/13 I signed up for an AT&T wireless contract at my local Target store. I was given misleading
information about the offer and the phone that I was told was included in the contract and therefore free.
When I received my first bill, it was over $100 more than I was told it would be by the AT&t
representative I signed the contract with. I called the 800 number and explained what I was told. She
said that I was given incorrect information and that my particular phone was not part of any offers and
that I would have to pay for it. The AT&T agent I signed up with sent me photos of her written notes the
day I signed the contract. When I went to access them after receiving the first bill, they were "No Longer
Available". That was the only confirmation I had of the contract. I was not given any other form of proof
or copy of any contract at the time of sign-up. I naively trusted AT&T and never contemplated the
thought of my being given misleading information to get me to sign a 30-month contract for wireless
service. The AT&T phone agent said that because I was within 14 days of signing the contract, I could
return the phones for a "FULL REFUND". The agent said to return the phones to the Target store where
I purchased them. Unfortunately, I had to wait until the AT&T reps were there again on 08i21. Nicki, the
AT&T rep. in Target said she could not accept the phones back and that I had to send them back to
AT&T via the return shipping label provided when the phones were sent to me. I exited the store after
attempting to reach an AT&T representative on the phone without success. After being disconnected, I
finaly reached an agent who told me again that I would receive a full refund and to send the phones
back with the AT&T return shipping label. This agent then transfered me to another agent, Julio lD
#JJq6149 who confirmed cancellation of both lines. I returned the phones the same day on Aug. 21st.
Since that time, I have been receiving bills from AT&T. I have called and spoke to at least 10 agents on
numerous occassions remaining on hold for littealy hours at a time as I was transfered to one person to
another. Every time I was told that I would receive a full refund and they appologized for the
inconvenience, only to receive another bill stating I sill had a balance due. My last conversaion was with
an AT&Tphone rep. by the name of ANJEL lD #YETTC9J3 on 09122. After t hour and 59 minutes on the
phone with first others and then her, I was told, once again, that everything was taken care of and that
she whould send an email by 09/26 showing a 0 balance. I never received the email and in fact
reccieved another bill yesterd ay 09129 stating I owe $301 .94. One can never reach the same agent on
the phone to hold them accountable, even with the employee lD number. AT&T and its agents are lying
and misleading the public and are not being held accountable for their actions. What recourse do I have.
The charges that I am not responsible for will soon go into collections if I don't pay them even though I
have been told by 6 different agents that I do not owe anything because of the terms of the contract and
my cancelling it well within the 14 days of Gomencement. I have a list of every name and lD number for
every agent I spoke to stating that I would not owe anything to AT&T, along with other dates, times and
documentation from the various conversations. lf what AT&T is doing is not criminal, I don't know what
is. Please make them accountable.

I have been fighting my slow Internet speed for years with AT&T with no resolve. They tell me that I am on a long run and I get what I get. The issue is I pay as much as my daughter in Grand Rapids and she gets speeds 10 times mine. I was told once just be happy you have any internet. I pay full price and they seem to not care that my speed goes from 6MBITS to 8Mbits and I pay full price. I have complained to no avail. All I ask is that I get the 12Mbit speed I originally signed up for. then it went to 10 now its 6 - 8 Mbit. Today its under 2Mbits reset unit and back to 5.6.
Why cant they fix my speed? because they don't want to. I have Fiber running through my yard going two ways and its not available to me
Why cant I get some help from AT&T? They also don't like it that you complain it seems to get worse so I try not say anything but wow.

I am receiving irregular debits billed by vesta *at&t prepaid [protected] orus. Each is $27.75.

I don't have an account with at&t! This is outright fraud, many similar complaints online. The contact # doesn't work, non existent.

Can't talk to any at&t representative. Can't file online because it requires account information... I have no account!

This needs to be resolved. Vesta is a company hired by at&t for billing. They are defrauding customers, refusing to respond to complaints. At&t should be able to address the issue but they don't! Disgraceful!

MY auto pay is due 9/1/2020. At midnight. At&T decided they had the authority to take my money on 8/31/2020 at 10:30 pm. I have know problems paying for services on the due date not before the due date. I talked to rep who told me this happens. I have been on the phone for over 1 hr on hold. Time is money & as long as At&T can do these types of things the consumer loses. Tired of your company's excuses. AT&T had NO right to take money before the due date.

Our U-verse, Internet and Phone service has been up and down on a daily basis the last two weeks. Technician came and replaced the Modem and re-terminated a number of connections. The very next day the system went back out of service a number of times throughout the day. A new technician came a couple days later and did some more testing outside and determined that we had a wiring problem between our home and the pedistal box on the opposite side of the street. He said that someone would come to bore under the street and would pull a new line from the box to my home which happened three or four days later. Meanwhile on a daily basis our service from AT&T would go down for hours at a time. A sub-contractor came and bored under the street and pulled a new wire through and took them two days to complete. The sub-contractor told us an AT&T technician would be out the next day to install the new wire. I called AT&T late in the day to see when the technician would be arriving and was told I would have to reschedule for the technician to come out and the earliest they could schedule was two days later. We have now been without service that we are paying for for multiple days.
When I was on the phone for over 55 minutes waiting to speak to a supervisor about the situation I was cut off and even though I had given them my cell number which they asked for just in case we were to get disconnected I never received a call back.
I'm so frustrated with this issue I'm very close to contacting Charter Spectrum to replace this terrible AT&T service.

Regarding Account # 775-980-8100

I was on the phone for 3 hours today and transferred to several different people who did not know how to solve my complaint or where to direct me. I had to explain over and over again to each person they transferred me too. This process was frustrating. I closed my business on 4/30/20 after 2 years. My business re-opened the following day under a new name and ownership. The new owner and I contacted [protected]@t to set up transfer so the new owner could keep the phone number. We both were there on 4/30/20 when the phone system was changed out by [protected]@t. I received a bill for $462.93 for services after I closed my account out. After 11 different conversations with your employees finally a guy told me I had been charged for remote service. I asked what that was and he told me. This was a service I did not order, I was told it is automatically put into place. Once again I did not need or order this service. Furthermore I have never received a bill prior to it being turned over to collection. I had auto pay and my close out balance was 16.49 and it was taken out by auto pay. I have been turned into collection for a service I did not order and charged $462.22 for this service. The man who assisted me to figure this out gave me a phone number to the collection agency however I called 5times and no answer. I would like this matter cleared up and this taken off my credit report.

I upgraded my phone with AT&T from iPhone 7 to IPhone 11 based on an internet deal offered where a credit of $300 would be used to offset the installments from $25 to $15 per month.
This was completed first by chat and then over the phone to finalize. I excitingly signed up for that offer. AT&T sent a Rep to my house in Feb 2020 to deliver and setup my phone. They then sent a mail in label by email to send in my old phone, which I did. My old phone was in excellent condition. AT&T confirmed receipt of my phone and said my credits would start to be received in 2-3 billing cycles.
In june, when I realized its been more than 3 months, I checked my bill and didn't see any bill credits in any of the billing cycle.
I had tried reaching out to customer service - the waiting time to talk to a representative was itself very long (because of Covid situation) I still waited until a representative attended my call. The representative gave me a number to billing department. I called the new number and they again gave me the runaround. I spent hours going through this and explaining my situation with the same result. Wait and I'd see my credit on the next bill cycle.

Next billing cycle in July arrives and still nothing. I called again and got the same runaround. They escalate the situation and say that a supervisor will call. No call.

At this point AT&T has stolen my phone and I consider them thieves. I will be switching providers and filing complaints with state attorney general and BBB. Will also be posting this story to all review boards and seeking arbitration. Not that I need the money, but it's the principal of the matter and they need to be held accountable so they don't steal from others.

It is very frustrating with at&t.
I have tried all day to access my internet at&t without any luck.
they can't seem to help me at all.

Generally, I have a very long time wait time.
I am transferred all the time to other people.
Issues are not resolved.

I have been under a 1 year contract. I'm so happy I didn't take a longer one. Out of that year my phone has been out of order more than it has worked. I've lost tons of business over this and many techs have tried to repair to no avail. They say the lines (landline service) are down for miles and the wires are bad! I ask if they couldn't repair by changing out the lines but their superiors say no! Ok... Now what? At&t make this good. Pay me the thousands of dollars I lost during all the outages which would sometimes last for weeks on end.

I had upgraded my phone with AT&T from iPhone 8 to Samsung Galaxy S10. This was done at Costco during Thanksgiving sale, In November. While getting the upgrade, the person doing my upgrade at Costco informed that I was eligible for an existing offer with AT&T which is : If I upgrade from iPhone to Samsung and trade my iPhone, I would get $300 in bill credits for 30 months ($10 every month).
I happily signed up for that offer.
During December I had gone out of USA on a vacation and returned in January.
The very next day after my return, I had dropped my old phone (iPhone 8, which was in a very good working condition with no scratches at all). The AT&T member accepted my phone and gave me a receipt and said I would start getting bill credits after 2-3 billing cycles.

In june, when I realized its been more than 3 months, I checked my bill and didn't see any bill credits in any of the billing cycle.
I had tried reaching out to customer service - the waiting time to talk to a representative was itself very long (because of Covid situation) I still waited until a representative attended my call. The representative gave me a number to billing department. I Dailed to that new number who again gave me a 2nd phone number to try because they were not handling trade ins. I hang up and dail in to that trade in department, but number was invalid. I again had to dail to the billing department - this time a different person, I explained the whole story again. This new person now says he can give me those bill credits and I would see that in my next cycle. He also sent me a confirmation message.

I wait until my next billing cycle in June, but no credit again. I now call them again and same story repeats, finally when I'm done explaining the whole thing, the person says he have to escalate the issue and put me on hold. After a long wait the call gets disconnected. I dail back again and wait to talk a representative again, and this time they finally explain me what happened: the other person had put in a message but the credits were actually not activated because I was not eligible for the offer as I dint the unlimited plan. Then I ask them why was I not informed when I turned in phone, and that I want my phone back if not the bill credits. they say I have to talk to the third party that handles trade in in order to receive my ohone back. They give their phone number. I call the third party, they give the whole details of when they received my phone and that they accepted my phone and that the billing department can now give me the credits. They also said they don't have any more information.

I dail back to billing department, long wait, and finally I speak to someone. Explain the whole story and now the person again says the same thing. They have to escalate the issue and put me on hold again. I almost wait for an hr and then the call gets disconnected again.

I gave up now. I can't keep talking to them every day, spending hours on calls, I am a working mom with 2 kids at home. I dont get any free time as is.

So I atleast try to use their chat service which the worst customer service, I can never get to talk to someone I can talk to even.

Here's the text message I received on June 1st:
AT&T Free Msg:

Hi SINDOORA!

This is RAM from AT&T Customer Care.

Thanks for reaching out. As a confirmation, $60 credit has been applied to your account. Look for your adjustment on your next bill. View your bill on your phone with the myAT&T app.

Have a great day and stay safe always.

Raymond M.

If I had not given my phone to AT&T, my phone was eligible for a trade in value of $200 at that time. I should have atleast done that, could have gotten some value for my phone. If not, my original plan was to give it to my dad as de doesn't have a smart phone. I got cheated saying I would get $300. I got tempted for it thinking it was a good deal. I now lost my phone, nor did I get the credits.

I am a long time att customer, but apparently that carries no weight. I called and placed an order to have my uverse disconnected and have their 1g fiber installed for the internet. The tech refused to run the fiber through an existing hole in the brick (to get to the attic) where their cat 5 is currently routed, but instead wanted to run the fiber from the ground all the way up the side of the house (brick) and poke the fiber cable in through the eave of the house. He'd still have to get into the attic either way, he (apparently with the support of his manager) refused and said they would run the cable up the side of the house or they wouldn't install it. I told him he could leave, I did not want the cable running that far, exposed and unsightly. Once I get away from the clown show otherwise known as ATT I will never return. I have already moved to a new wireless carrier bc of poor service.

We signed up Direct TV with a sales person from Clear Home that was working with AT&T and was told that the monthly fee would stay the same for 2 years. After the first year the price more than doubled, in the last 2 months I have talked to 7 or 8 AT&T customer service people and have been told that Clear Home is not part of AT&T so they are not responsible for Clear Homes sales peoples promises. I have also been told by an AT&T customer service person that Clear Home is a partner of AT&T. More than once I was transfered to another person that gave Me the same story over and over. Apparenly AT&T has no problem with their " Partners " giving promises that AT&T has no intention of honoring. There seems to be a long list of bad reviews of AT&Ts business practices, I think it's time someone looks into a lawsuit against the way AT&T operates.

In the new commercial with lily talking about her favorite friends with the little gigglely eyes and tells her friend on the table that she didnt see her there is very mean. Just ask my 5yr old. She is the one that brought it to my attention. And yes it's mean to treat anyone or in this case anything that hate. You should love equally. We still like lily. The commercial is not good with the things going on in the world or for my children.

I excitedly purchased my New Mobile iPhone 11 plan with At&t June 11th transferring from T-Mobile a previous shared account. I was made so many promises. Such as phone delivered the same day, thumbs up this occurred. Was told activation would be waived thumbs down that was a lie, they billed me. I was told I would get the iPhone 11 1/2 off instead of 23.00 per month for 12.00 for 30 months $699.00 phone total $ 360.00 this is correct they advised monthly charge is 11.67 for 12 months $350.00 which is about 1/2.
Let's move on I was told the price of the monthly bill was 70.00 but I would get it half off due to my discount I assume since I had their 69.00 Internet service I just recently acquired. But they never told about this 40.00 Device access Fee - What the heck is this. So, they gave me 1/2 off 70.00 bill to add a device charge and claim this is fee to use their service.
Moving along I paid 50.00 taxes and fees.
But today I call and bill is 127.00 HOW! I am over At&t this service is a rip-off. I made over 14 calls with the phone
Second issue I made 8 calls today about the internet service to be transferred to several incorrect people when asking for a SUPERVISOR... Make no sense I just got home last week from having an anxiety attack and stress and this day today has made me so upset I am over it.
Being a former employee, it sickens me how they treat customers. when I worked for att many years ago I always went above and beyond because I showed empathy and made it my business to Assure when people hung up with issue was resolved. Not nowadays NO ONE Cares. No customer service. No supervisor returns call.
I am so bothered but I refuse to be hospitalized over this.

We were previously long-time at&t customers but unfortunately left earlier this year and ported our two numbers to another carrier. When we received our final billing, at&t was requesting $148.31 and not the two days that our phones were still on their service. I contacted customer service and the lady I spoke with agreed to adjust the bill down to one for two days of service. The next that I heard of this was when I received a collection letter yesterday requesting full payment. This is not something I can do mainly because I have not been working due to the covid 19 pandemic, and also because I was promised an adjusted bill. Now at&t has sent a collection agency after me, threatening to ruin my credit because they are being unfair. I am not sure who else I will need to take this to but I can not believe that at&t is trying to force me to pay for service that I didn't have! I am very upset by this and thanks to at&t, my wife is now worried sick about it and inconsolable! This really reflects poorly on at&t!

Landline and internet stopped working in march, got it working again, stopped in april, after several days started working stopped may 31, tech came out june 2nd, couldn't get either to work and suggested upgrading to fiber internet. Did that had it connected june 4th but still no phone. Tech said the phone's not part of the fiber internet. He spent an hour on the phone going from one person to the next trying to get the phone working. He, an employee, had no luck with the at&t phone system so how can regular people. Another tech is coming tomorrow to try and fix it. Been without a phone since sunday. At&t suggested I get an at&t cell phone, continue paying for the landline and have those calls forwarded to the cell. Double the cost. Did my employer call to have me return to work? Don't know since I don't have a phone. Landlines should be repaired immediately as many older people do not have cell phones and rely on the landline for phone service. At&t has not offered to reduce the bill for days of no service nor have they offered to reduce the bill for the hours spent on the phone with them only to be transferred to one person then another, none of they can do anything. I'm disappointed in this company.

I bought telephones made by ATT a few weeks ago. One of the 7 handsets is not working. Their so called "limited warranty" is a joke. Many hrs spent on line and telephone without help. Don't buy ATT products. I had problems with them years ago. Time passed but their attitude has not changed (Public Relations). Strongly not recommended. They don't stand behind their products and the answers are to misleading diverting. Don't expect any responsibility from them.

Called twice to place order. When they did credit check they claimed that they have to charge an additional $200.00 for deposit. I asked why, my credit score in the 840 range. Both times when I questioned why, they hung up on me. Rude
Never would recommend AT&T or Direct TV
I did cancel AT&T cell phone service in the last year due to better service and pricing from another carrier. That should be do reason to charge me a deposit.