AT&T
Reviews and Complaints

Last two months, [protected] is my client #. I ordered At&t TV & Internet on 3-9-20 & from day 1, it has been nothing but problems. The tech arrived 3-16-20 & was unaware he had to install TV svcs. Shortly thereafter, my TV svc began buffering numerous times while trying to watch any show, whether live or DVR. The service is intermittent. Contacted tech support, advised me to unplug router & HDMI cords & plug back up & it will never happen again. Quick remedy, becuz a couple of days thereafter it started doing the same thing. Called repair back & ano quick fix, started all over again. Next, I originally ordered 3 cable boxes, but only needed two. Tech said I would have to return via UPS or Fedex. Took eqpt back on 3-25-20 (have receipt) & still being billed for 3 boxes, instead of two. Called AT&T 4x regarding this, remedy is to credit me $10, as opposed to getting billing correct. Next, I am trying to pay bill, but online account has two separate bills w/different accounts. Each time I hit a link to access tv bill, takes me to the data bill & NO ONE at AT&T can direct me how to view & pay my TV bill. Called AT&T several times and constantly get bounced from one dpt to another. So I asked to speak to a supv since no one can resolve these issues. I spoke to a supv named Tia this am, 5-20-20. Explained I would be canceling & going to another provider as my issues have not been resolved since calling them about them & was not willing to pay any early termination fees. She said, I have not given them an opportunity to fix the issues & that I would be responsible for any ETF's since it is now 71 days past install & consumers only have 14 days to cancel to avoid ETF's. I asked to speak to her Presidential Appeals dpt & she directed me to at&t.com & file a complaint with contact us as there was no one there above her. All in all, I wanted a bill I could view & pay for accuracy & reliable service. All I have been getting is the run-around & band-aid fixes! Thank you in advance for your help

I have being calling to pay for my services and correct a billing issue for over 2 months now and have not received the assistance, every time I call I get told that someone will call me back and no success. I am a 72 year old lady with 2 grand kids at home and a daughter working at the hospital trying to save lives due to the COVID-19 situation, I find it unheard of that a customer will call so many times to keep the account in good standing and far from assistance will end up cancelling the services because of the poor customer service support. I have being trying to get the corporate number to file a complaint and no one has been able to assist me with that information with that, the funniest part is that your automated system states that due to covid DTV is not interrupting services.

I called in January week of 24 after needing to tighten my budget after my husband passed. I spoke with a very kind agent who understand my problem and suggested instead of the Premium $321 package to the select $103 package. Which would actually fit my budget. Then February 23 I get a letter from AT&T
stating I owe $649 and some cents. Past due for January $321 and $323 for February and forward. I asked how is that? Some how my automatic pay was turned off in January so payment did not go through. Okay so why do I have to continue pay for service I don't have and I know you want turn it back so I can enjoy what I'm paying. The agent said No we want turn it back on but in April we will do a price adjust meant. I told her I was very upset. I don't understand why I have to pay for Premium service don't have. I haven't had Premium service since my first call in January. I Should Not Have To Pay something I don't have. I was told that was At&T policy, I called to late in the monthly for the price change to take place even though I no longer have the service I still have to pay Premium Package for select Package. By Phone [protected]

I received an email dated 1/31/2020 at 4:01pm that states"Since you're a valued AT&T Internet and U-Verse customer, we improved your online experience.
So get ready for faster Internet at no additional cost that's great for streaming on multiple devices, sharing videos and photos, and playing online games.
There's nothing you need to do.
Just keep doing your thing and enjoy the entertainment you love. " I received an increase in my bill for this "free" upgrade with no notice to me.

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After our agreement with AT & T expired my wife to obtain a new agreement since we received a billing that was $80 higher that what we were originally paying. An agreement was reached for an amount that was $10 higher than our former agreement and we agreed to pay it ongoing. The following month (January) the amount billed was not changed. We then called in to speak with AT & T customer service and was told there was no agreement and they could not check recordings to see if one had been reached. We asked for a manager in the retention department and discovered that the retention department of Direct television had made the deal and not AT & T. This is ludicrous, why were we transferred to the Direct television retention department when we called AT & T? Due to inability to obtain a reasonable offer for ongoing services we have cancelled our service and signed with another carrier. We refuse to pay anything above the price we negotiated $128 plus tax for the final billing, since this is due to error on the part of AT & T, not us the customers. Account #[protected]/email [protected]@att.net and contact

Switched service to another company; HBO disappeared, no cell service in Maine and CS rep told me the $10.00 bundling of services was never applied to our account over the years we were enrolled. ACTUALLY YOU OWE ME MONEY! Time to cut ties with you and I did. All services were switched to my knowledge. I rec a bill and was locked out of my AT&T port. I could not verify what the bill was for. An invoice finally came via postal mail and I paid it. Now I'm told the iPad is still being charged. What kind of company charges for an iPad when the customer called to tell you they are unhappy and going to switch, and they do, but leave an iPad open? I will tell you 'NO ONE'. It is drastically apparent the iPad was not supposed to stay active! After visiting my local storefront and calling the CS department from there, I am told the bill is still owed. I don't think so. Please remove any outstanding charges to our cancelled phone package and send comfirmation. Lisa Anderson 256 Town Hill Road in Terryville, CT 06786

In September, I called ATT customer service and asked whether an android phone I was looking at on Amazon would be compatible with my ATT plan. I was told by the representative that she could offer me a Free I-phone 7 by just paying the tax and making 3 payments. I would then be getting a refund of those 3 payments on the next bill. I repeated back what she said twice and then agreed to the deal. A couple of days later I called ATT again and asked about my Free phone. I stated the terms of getting this phone to this person and was assured it was coming. I called back again after I got my first bill and noticed it said 1 of 30 payments. On 10/24/19 I talked to a Carlos who transferred me to a Pauline who transferred me to a supervisor named Jenize . The offer I had accepted I was told then and only then was dependent on adding another line of service. This was NEVER stated when I oringinally accepted the deal. If I had know this I would have bought the Amazon phone. Jenize said she would take care of the situation. When I called back again about my FREE phone I was told that after the 3rd payment, the payments would drop off. This person's name was Ann and she said she lived in the Phillipines. On 12/14/19 I called again because a 4th payment had been taken out and I had been assured that there would be no more payments. I talked to a Roxanne, Diana, and a Tammy(id#TD084U). She gave me a case#CM20191214_[protected] and said it would be cleared up by the 24th of December. I called back on 1/10/20 and asked to speak to a supervisor. The first one I talked to was Jacob(id#JJ324Y) then Christina(id#CL1790). I was told that my case had been rejected. I asked to speak to their supervisor whose name was Odane(ID#OR261S). I wanted to know if he was going to honor the agreement I made with the ATT rep a few months earlier. He said he wasn't because I didn't have a line added to my service. I explained AGAIN that I was never told this originally. I told him I felt like I had been lied to. I said ATT lies, do you lie Odane? His response was"Yeah I lie."I know I would get in serious trouble if I said that to someone I was waiting on. I told him that we were done and disconnected the call. I plan on going on social media and reporting this to as many sites as possible. My wife wants me to report it also to the BBB and the attorney general's office. If you want to contact me my e-mail is [protected]@hotmail.com

My husband and I have been Direct TV customers since 2012. Prior to the AT&T takeover, their customer service was great, if I had any billing issues they were always resolved to my satisfaction and with great customer service, they made me feel like a valued customer.

Fast forward to present day under AT&T control customer service is non existent. I recently had to use the payment arrangement option due to a death in my family I for the 1st time got behind on my November bill, it double with the December bill. I used the online make a payment arrangement option with 2 payments 1 of $131 due by 12/27/19 and the other of $131 due by 01/10/20. I made the 1st payment a bit earlier on 12/24/19.

Today is 01/07/20 and my service has been suspended and I have emails stating my account is in collections. I called their customer service and was told my service was suspended because my new bill for January 2020 was due 12/28/19. And that in order to restore service I would need to pay the full balance for both months. I explained that I understood a new bill generated in he middle of a payment arrangement, however I should have been informed that I would need to create an arrangement for the 12/28 bill.

At the time I created the arrangement that bill was not even in the system. The rep persisted in telling me that my JAN bill was due 12/28 and it is now Jan 7 and service was interrupted, that voided the arrangement. I advised the agent that this was not acceptable at all and opted to just disconnect the service altogether.. I was transferred to their customer loyalty department and was not given any help their either, no options to help me, a longtime customer at all.

I kept my end of the agreement and they did not.

This agent said she was sorry I was canceling and preceded to read me agreement that I have until 01/17/20 to return all receivers or there would be additional fees, absolutely no attempt at all to save a customer from leaving. I will say this I will never do business with this company again!

I tried to pay off a phone using the instruction on my bill and online. My next bill came with a credit instead of paying off the phone. I called and supposedly got it cleared up, paid the 11/23 bill of $79.18 but then received the next bill for 12/23 indicating in red a past due amount, due immediately. I called and was assured by 2 employees, including collections and billing specialists that the matter would be cleared up and that I could go to the store to add a line and get an upgrade on a phone. Att called my son, who is not authorized on the account, and was told we were being taken to collections for the past due amount. AND we were not allowed to add a line or upgrade a device at the store because of our past due amount. Another call and 2 more employees told me this would be cleared up and we could add a line and upgrade a device. For the second we were not allowed to add a line or upgrade a device due to a past due amount. 2 more employees told me tow different things. That it would take 24 hours to fix the errors and several days. I was also told this was under investigation and that I would hear back on the status of this issue. I have not head anything back. I am angry about having a past due amount posted and being told I would be taken to collections over an Att mistake, being told it was resolved when it wasn't, being humiliated when being denied an upgrade and adding a line because of a past due amount, Att not being able to figure out what caused the issues with the billing and causing a past due amount but being sent to, being lied to by employees who are supposed to be billing specialists, and not having any response back on the investigation. After being customers for decades, we have been wronged and this is poor customer service.

Have not had service since 12/11 when Spectrum cut the line. Jamie came 12/14, submitted an emergency work order and we are still waiting 21 days later. I teach school and have been on Christmas vacation since 12/20. I was confident it would be repaired by then. No tv, no news, no Christmas specials, no New Year specials. I'm beginning to wonder if you will ever come. Better start shopping for a new provider.

October 2019, I called att about billing, told i had to pay to restore service, so np. I don't get my SS untill 3rd, of each month; and i thought my bill wasn't due untill the 17th. Eitherway i paid to keep my bundle. The billing He, said was in error and my cost is $109.?
Regions Bank has all my transactions, if you need more info on the money...
Nov. 2019, told to pay restore fee but less charged as it was a mistake; taken care of, and told once more that my cost is only $109.?...BIG difference!
Now Dec. 2019, banking show 2 payments for this month. I've had technical issues for a week now, so i have disconnected service of the phone, only thing is He says I have to pay restore fee again this month, less phone service; brings me to one hundred dollars to pay for jan.2020. We never recieved our rewards cards either. Can you plz help me fix this problem? The account is in Erica Hubbard and she is my grand-child, the att account was to teach her in time; as I paid her bill always, and I'm sorry for these situations have not been what I had hoped

My 91 yr old Mother got a call from Att last Sept about her landline service. The gentlemen convinced her to change her landline and they would sent her a free cell phone. Being 91 she was confused and unfortunately agreed to it not realizing that they would turn off her landline completely. Being a Senior she's relies on that landline for a lot of things. She tried to change it back, she returned the cell phone and spent many hours on the phone with Att, as of today she is still having issues, being billed for services she doesn't have and charged for the cell phone that Att has confirmed they have back. Both myself, my husband and my niece have spent numerous hours trying to get this fixed with many promises but no action. To me this is taking advantage of a Senior... my Mother is so upset. She was currently billed 270 dollars and then another 360 charged to her charge card.
We have no other recourse then to file a complaint against Att unless this issue is resolved once and for all now... A 91 yr old women who lives alone should never have to deal with this issue and be billed for services she doesn't have or money she doesn't have to pay for this.

Ralph & Gayle Ventura

I recently had a service tech come to my house and 30 min. after he left My camera went out my landline went out and to make matters worse I had no phone the whole night until the morning I managed to get online and get help from a representative online. My landline phone sounded tapped I called in to tell them I needed a representative they sent him in and all these issues occurred after he left. Another issue we encountered was the new modum he installed smelled as if a circuit was catching fire. I'm not sure how to explain it properly, I am describing to best of my ability. I no longer hear a tapping noise on my phone and am receiving my phone calls. I am a single Christian mother and I pay for my services every month and am very dissatisfied with my experience. A third issue I noticed was every time I put in password he gave me on the modum it did not work for my camera phones or anything only my computer. My camera was disabled all night. Again I pay for these services unsattisfied, another issue was my calls were not coming in. Please look into my account there is a number linked to my account that is not mine. From this point forward please make sure you are doing federal background checks on any service provider in my area DEA informants are getting backgrounds expunged and some of these men are criminals. Thank you for your time regarding this matter.

Re; SUSPENDED Account [protected] Carroll, 19, Cayo Costa. CAPTIVA, Florida. 33924.

We live in England but spend 3 months of each year in Florida. For 12 years, since 2006, we've enjoyed DirecTV for THREE MONTHS of each year have successfully suspended the DTV service between April and December each year when we return to England for 9 months. We have been aware since 2006 that DTV's suspension Policy only lasts 6 months max (DTV Rules), so each October (the 6 month deadline) we have had to re-suspend DTV until the date we return in January each year. No real problem for us until this year.

In April 201 we settled our DTV account leaving it in CREDIT by -$63.54 and suspended the DTV service until our return in January 2020 - or so we thought!

On 25th October this year, the day before the 6 month reconnection date, I called DTV, but was told to "call tomorrow to re-suspend". I contacted again on the 26th October and was told that our DTV service had been successfully re-suspended the service. On an email dated 25th October DTV sent an email with confirmation that our DTV service is suspended until 28th January 2020. A few days later I received a bill showing the correct opening balance of CREDIT -$63.54 but a small charge of $10.59 apparently relating to a short period when the service was incorrectly deemed as being 'in use', so I contacted DTV to have this charge removed. I was given the 'runaround' by DTV because various people who wouldn't or couldn't explain how this charge had happened - and after hours on many Chats was told it couldn't be credited. When I re-suspended the DTV service our account was, at that time, IN CREDIT by - $63.54.

A few days later I got a bill for $238.00 showing the CREDIT balance had disappeared. On 9th December 2019 I then received another emailed letter saying our account had been closed - we had been 'terminated', without our knowledge or agreement.

Our Credit balance has apparently been removed by currently ongoing charges, which cannot be stopped even though I have written evidence dated 25th October confirming the re-suspension until 28th January 2020.

I've spent many hours during December on various CHATS (up to 3 hours on one occasion), but they all say the account is open, running and can't be closed until I pay the ever-increasing illegal and illicit ransom. It seems the DTV service has been re-connected and running at around $20 per day, even though we are in England and the DTV box and TV are in our vacant shuttered up Florida home?

Yesterday 20th December I CHATTED to two DTV reps who were very polite and tried to understand the unusual problems. They revealed that one of your DTV CHAT reps Jorge has reconnected our DTV service without our knowledge, or agreement, and that illicit charges were mounting up. Jorge then went on to CLOSE OUR ACCOUNT, again without our knowledge or agreement. We then used the TV chat service to reinstate our account, but because many illicit charges were racking up due to DTV Jorge's incompetence, nothing could be done to rectify the mistakes due to the high level of fictitious usage that has (or stiull is) racking up in during our absence
.
I have spent around 13 wasted hours CHATTING to DTV staff to no resolution whatsoever, so I'm bringing considerable evidence over to the USA next month (January 2020) including written transcripts of hours of wasted Chats, copies of DTV confirmation of re-suspension dated 25th October, a copy of DTV closing our account without reason or our knowledge in the hope that I can get some sense by telephone when we arrive. DTV Chat staff seem totally unable to resolve these continuing DTV errors of mal-administration. They seem incapable or blinkered to the unreasonable situation that DTV has created and that seems to be getting worse by the day. They each finally suggest that phone a DTV 800 number but I am not prepared to spend hours on an expensive chargeable (800) International phone call to get nowhere with this ridiculous situation.

We have no intention of paying DTV anything between April 2019 and January 2020 as we regard our DTV service as suspended. We require reinstatement of our CREDIT balance of $63.54 and hope to get some sensible solution to this ridiculous situation that DTV mal-administration has caused. We are prepared to continue with DTV service once all fictitious charges since April 2019 have been removed and our $63.54 credit has been reinstated.

If DTV decide they will not co-operate with our fair and reasonable request and then re-connect us when we arrive back in the USA around mid to late January, we are prepared to argue our case in court if necessary. We will bring the written evidence for such an unwanted action and will demand that if DTV wish the matter to be dealt with in court that the case must be heard in Fort Myers County Court. We return to the USA mid January 2020 and will require DTV service to be resumed continuously between January 20th 2020 and a date in April 2020 when we will be returning to our UK residence.

To assist you in understanding this incredible DTV administrative mess, I am happy to send you copies of some of the evidence we hold proving our case. Please request further info if you find your records too complicated and confusing.

Yours sincerely!

Michael & Janetta Carroll.
Broad Green Barn.
Hooe Village.
BATTLE. England. T33 9HN

10/25/19- called to cancel ATT Direct TV, was told my bill payment has been posted until 11/17/19. They do not give refunds. Early termination fee will apply $160.
10/28/19-(Miles)called, asked for final bill and box to return device, was told an email will be sent with that information.
11/6/19-called(John) didn't receive email, asked for final bill and box to return device. Was told cancellation fee will be $80. and box will be sent.
11/25/19-called because I received bill, for another month, told them i cancelled a month ago, was told to disregard bill, was a mistake.
12/10/19-called ATT again, on phone for 3 HOURS, total spoke to Olga, Arvi, Paige, Ann, Mike, and Wally. All very unqualified, incompetent and all have ZERO knowledge on what to do in their roles. Paige, Ann Mike and Wally unfortunately for customer service positions sounded very uneducated and plain ignorant, to add to that, they were rude. I have never dealt with such stupid people who are supposed to be Managers, their lack of training and people skills definitely showed, it was very sad to see. When they admit to the issue being ATT mistake and then say sorry this has happened, you were told the wrong information in the past 4 phone calls, but too bad, you have to pay for service you didn't use. NO CUSTOMER should be on the phone for 3 hours trying to solve a problem that was caused by ATT in the first place. Thankfully, I was then transferred to another department, spoke to a nice lady Dawn who transferred me to another nice woman Bobbie who explained the issue and gave me a partial credit because of the HUGE LIE I was told by ATT in the first place. If I charged ATT for my time in all this, they would be paying me. This type of business is very unethical and should not be able to do business.

ATT sent wrong phone when a claim was submitted for theft. My husband's phone was a 6 and they sent a xs, some mix up on our account when we upgraded. A very long drawn out process just to get this mess fixed. Now 3 months later and 2 months since sending wrong phone back and using return label provided they have not recieved phone and charged me yet another deductible. I have complained to anyone I can think of . Asurion says I need to check with ATT, ATT says I need to check with Asurion. Asuruion and ATT say to check with post office, in which I filed 2 claims and both times tell me to check with ATT and Asurion. Newgistics Smart label you can not reach and if you look at reviews on BBB they have an F. So obviously something is wrong.This has been the biggest run around. I have complianed to BBB and now the FCC and will be sending in official papers for complaint. I have all my records from the tracking in which it made it to Greenwood IN and never anywhere else. I will be leaving ATT if this cannot get resolved.I will complain to every outlet I can think of until I hear of the resolution.My tracking is 9202390100705162207785