AT&T
Reviews and Complaints

Called DirectTV back in October because all of our boxes went to
Error Code 776 2 days ago, satellite hardware needs updating. Prior to this, on 09/24/2019, I received and email from DirectTv telling me that I needed to call for an equipment upgrade or my service would stop working. I called as directed and was sent a replacement box for one of my TV's and told me that there would be no additional charge for the replacement equipment~ I asked him several times to confirm before ending the call. Fast Forward to early October and all of our boxes go to error 776. I reset all of our boxes, made sure the SWIM was plugged in and such with no luck. All boxes would playback shows recorded on our DVR but would not stream live TV. When I called "tech support" 10/11/19 at 645am, I was told that I would need to call back when I was at home for troubleshooting. I had already done the troubleshooting~ I am not your average customer. I have 14+ years in technical support and had already completed the troubleshooting suggested in the forums. At that time I asked that my service be canceled as I was fed up and was told that I would be transferred to the DirecTV cancellation department. I was instead BLIND transferred to UVerse. 20 minutes in on my phone call, the Uverse rep then BLIND transferred me the DirecTV cancellation department where I was asked for the 3rd time to provide my account information and for the 3rd time had to explain the issue. The representative I spoke with, Hector, advised that a tech would need to come to my home for yet more troubleshooting and that I would need to be home~ It would be a 4 hour window. That is not an option, like most folks, my husband and I both work and cannot afford to take time off to sit around for 4 hours waiting for the tech to show up. I asked if there was a possibility of narrowing that window down to a more reasonable time frame and was told no. Okay, I get it but I cannot take time off work and previously, when there was an issue, a tech was sent while we were away and the issue was resolved. At this time I reiterated my request to cancel my service and was told that the cancellation would be effective 10/24/19 due to my billing cycle, that is 13 days of service I was forced to pay for but not be able to use. I then asked that he take a look at my bill because it was higher than it was supposed to be, he told me that a promotion I had expired and that was why my bill was higher. The $50.00 monthly promotion was not supposed to expire. I was told specifically by customer service that it had no end date and that I would not have to call again to get it re-added. Well apparently that was misinformation. Super. I asked to speak to a supervisor and was told that the supervisor was on another call and would say the same thing anyway but that I could hold for an unknown amount of time to hear it from him, Chris. Needless to say, I had to get back to work and could not hold any longer. I canceled my service on that call and had to suck it up and pay for the rest of my bill cycle since DirectTv doesn't pro rate. So there I was with no service but still being charged. No promotion that was not supposed to have an expiration date so I had a much larger bill than anticipated and pissed off. I had been with DirecTV for more than 11 years, paid their ridiculous fees on time every month even when I was between jobs but that apparently didn't carry any weight. I thought I was free of DirectTV but here I am a month after cancelling and I get charged $40.78. When I called "customer service" I am told that the charges are for me adding another TV and a pay per view movie. I did not add a TV nor did I order a movie, we have Hulu and Netflix! I can only assume that the record for adding another TV was for the replacement box that was sent out when I called about the email I received. The rep I spoke with just kept repeating herself so I asked to speak to a supervisor, I was told that one was not available but that I would get a call back within an hour….nope. So here I am, I want my money back and to be truly free of DirectTV.

I am a care representative for Robert Barker Jr [protected] is his cell number. If you look back at the account he called on November 29th the agreement that was made was $100 then and the remainder on December 3rd.His services were interrupted today. We called togetherBoth reps we spoke with were antagonizing causing undue stress to my clientI wish for a call at [protected] to discuss this situation. Lisa Cooksey

Last May, I received notification of a Hard credit inquiry on my name for AT&T wireless. Since I didn't open an AT&T account, I immediately called AT&T and asked them to close it, and remove the hard inquiry from my credit. The account was closed promptly, but the hard inquiry is still on my account to date.

The same day this happened, I froze all my credit reports. The AT&T account was opened using my name and SSN. I thought that freezing my accounts would protect me from further abuses.

Last week, I noticed my credit score dropped 30 points due to an account under collections. The account was for an AT&T Uverse account. After being bumped around between 4 different phone numbers, I was finally able to speak to an AT&T/Uverse Fraud expert. She confirmed that 3 days after the day I called AT&T wireless to report the first infraction, someone was able to open an AT&T Uverse account using my name and SSN. I don't know how this is possible since I had already notified AT&T of the fraudulent activity, and my account would have been frozen by that time.

Now I'm being told I need to physically mail all sorts of sensitive and personal information (such as my SSN / passport / drivers license) to dispute the fraudulent account on uVerse. I'm miffed that even though AT&T clearly did not do due diligence on this application, all the burden is placed on me to resolve it, and I'm being asked to further put my personal information at risk by physically mailing sensitive information? There has to be a better way to handle this, and I simply don't understand why the burden is put on the consumer to prove their identity when earlier fraudulent activity was already noted. I'm not sure if it was the same person who tried to open both the wireless and uverse account, but it sure is upsetting to have to put all this effort in to fix something that AT&T clearly was extremely lax and careless about.

In July my long-distance service was removed from my account, I didn't authorize
anyone to make any changes to my account or did I call, Bill has been incorrect
from then on
Plans and Services$15.81
AT&T Long Distance Service$23.26Account Details| [protected]
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Previous Bill Activity for Aug 29 - Sep 28, 2019
Previous Balance$24.39
Payment$0.00
10-28 Late Payment Charge$6.50
Past Due - Please Pay Immediately$30.89
New charges for Sep 29 - Oct 28, 2019View all usage
Plans and Services$15.81
AT&T Long Distance Service$23.26
Activity Since Oct 28, 2019
Adjustment - 11/01−$71.95
Total Recent Activity−$71.95
Total Amount Due:
$1.99 CR
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Compare Bills
Month Total Charges
October 2019, Current Bill $69.96
September 2019 $24.39
August 2019 $18.85
July 2019 $17.01
June 2019 $0.55
May 2019 $17.42
April 2019 $41.54
March 2019 $17.42
February 2019 $17.42
January 2019 $17.42
December 2018 $17.42
November 2018 $31.41
October 2018 $37.78
September 2018 $73.50
August 2018 $36.71
July 2018 $85.97
June 2018 $44.28

AT&T current bill issued 10/15/19 unexpectedly increased by $33.11. Invoice displayed reason due to removal of a "$30 off promotion having a 12-month duration (expires Mar 19, 2020)" with a vague/cryptic note: "Promotion removed on Oct 15 - previous credit reversed".

The promotion has been in force since April/May and is plainly documented to end 3/19/2020. After multiple, lengthy conversations with eight AT&T representatives, without justifiable reason why the promotion, was "removed", this action is a breach of our agreement.

There is no doubt, had I, arbitrarily decided to reduce the amount I was paying AT&T it would be considered a breach of our agreement. This change by AT&T is arbitrary and thus a breach that cannot stand.

Direct TV customer for several years. During that time I was signed up for autopay with no problem. A few months ago I began receiving bills from AT&T for my Direct TV service When I get bills, I pay them. So I paid them. They kept billing, I kept paying, for about 6 months. Whille searching my bank records I discovered they had also been taking the payment out of my bank account. By this time I had a credit of over $600.00. I called to request the money back and they refused saying they would just take my future payments out of the credit. I said NO, I want my money. I talked to several different people, many in foreign countries, and got a different story from each one. All requests to speak to someone "higher up" were denied. I was told...1) my service was cancelled and would get a refund in 6 to 10 working days. After that I received another bill. 2) They would refund me with a MasterCard gift card. I said NO, I want my money. 3) The last person assured me I would receive my refund within a week. That was over two weeks ago and still no refund. I want my money now! It is now about $650.00 due me.

I cancelled my account after it was shut off on new years eve of 2017, the bill was apparently over due. I paid the account and when it had happened previously it was turned back on soon after. Nothing happened after a couple of hours so I called customer service. I ended up on the phone with a woman from most likely India. She was trying to shame my about being up so late ( I worked until 10:00 and that was none of her business. She said no one was available to restore the service. I was quite surprised because I thought this was a tech company. After going around and around I said, just cancel my service. It's not worth it to me...etc. So we went through that process and I gave her my email address so I could get the return address label. I did not receive it. I called them to have them send it and make sure they had the right email...I still didn't get it. I've gotten calls from them, still no return address label. I'm about to ship this box to the address on the collection notices I've been getting. I feel like it's total retribution by them. I haven't had cable or wifi for coming up on two years and I still have this junk in my house that they expect me to pay for! And there is no way to find a return address anywhere, I have been searching the Internet forever.

October 22, 2019

2317 Royal Road
Deland, FL 32724

AT&T
PO Box 536216
Atlanta, GA 30353
386-624-6202

Dear Sir/Madam:

In September we went to our local AT&T store to get some more cellphone lines, and the representative, Vishaud, noticed we were paying way too much for Uverse TV & Internet bundle. He got us the additional cellphone lines on our cellular account with no problem. He then attempted to rectify how much we were paying for the Uverse bundle which necessitated a tech coming out to install an additional line to enable a modem like box that would speed up our Internet and provide 30 channels on cellphones. A miscommunication ensued whereby we thought the modem/box would come in the mail. We waited 10 or 11 days only to find out we were supposed to come by the local office and get it. Also, after the tech left we did not have our Filipino TV and Sportsman/Hunting channels. I was able to restore the Filipino channels using channel 9910, but a phone call was needed to get the Sportsmans package on a whole new cable box which turned out to be incompatible with the new box/modem. Since then we have had dropped and slow internet, inability to consistently watch TV on the second house television, as well as the 10 or 11 days of no phone service awaiting the box we thought would come in the mail.

The old account under my name was canceled, and a new one created under my wife's name. Please rectify the billing situation and eliminate the excessive activation fees on our bills. Thank you for your time and assistance in this matter.

Sincerely,

Mark & Lourdes Murphy

I called AT&T's Customer Service # [protected] today, 10-23-19, to try to get some idea about why my 87 year-old mom's phone bill was so outrageously high. After being forced to listen to the recorded nonsense I was finally put thru to Shykeria - a very nasty attitude rude young woman. She would not shut up long enough for me to ask her questions about the bill. When I could finally ask her one of the few questions I had she didn't know the answer... Shykeria told me to 'hold on a minute' and when she came back on the phone (I could hear background noise) she promptly hung up on me! So I called right back hoping to get an AT&T representative that had a little more interest in a customer who has retired from and been with South Central Bell/ Bell South/AT&T for 65+ years! I got Stephanie who was worse than Shykeria! Or perhaps it was really Shykeria again as I can't fathom reaching two unreasonably rude and unprofessional people back to back! Anyway, she hung up on me as well/again!

I cannot imagine that AT&T powers-that-be has reduced themselves to hiring these kind of people to represent them in their Customer Service Department!
And getting that kind of treatment after AT&T has the gall to charge $70+ per month for the most basic service is extremely difficult to swallow!

I feel pretty certain this complaint will go into the trashcan file, however, someone at the AT&T conglomerate really should pay attention and figure out a new policy for hiring customer service personnel. As I can attest, what I received today from Skykeria/Stephanie was definitely not service of any kind much less professional!

My Mom feels a certain amount of loyalty to AT&T because of the 42 years my Dad worked for the company. However, I do not feel any such loyalty in the least and will switch her to another carrier as soon as I relate this debacle to her this afternoon! The phone number I called about is [protected].

The instructions are to state a desirable resolution to my complaint but there's really not one because since AT&T has no interest in older folks struggling to get by they certainly won't care about having employees like Shykeia/Stephanie!

I do want to thank Complaints Board for being the platform to launch my complaint!

Patt Helton

At&t owns cnn they are the worst news company on tv I have been a at&t customer for fifty one years and stock holder for twenty years I will not support you in any way if you can't do something about cnn and the management they are a anti american as they get do a dijustice to every american in this great country do something fast or your customers will flee fast. Jim sutton

In June of 2017, I went to the store at 86th and Cottage Grove to discuss the problems I was having with Direct TV. I was told that I could switched to Uverse without any transferring fees because Direct TV and Uverse were both agencies of the parent company AT&T. So I switched to Uverse. When I received my July 2017 bill I had a charge of $76. I called the 800 number and was told that it the charge was for services provided Driect TV before changing service. TThis bill was paid in full. In August 2017, I had a charge of $125 on my bill I called in was told it was an err and would be romoved. However the charge was never removed and late fees were added each month there after. I called many times and got all kinds of answers forwhy the charge was stillon my bill. what the charge suspicious was that it was not on page 1( the summary page) but on the second page . Somewhat burried. I feel I was harssed because I was told my service would be disconnected and I had peoploe from a collection agency calling me. My services was disconnected for several days. Therfore a moved to another company completed. I had sevices with AAA since 1961 and ended being bullied by a Mega company for $125.
I hope no one else will suffer the kind of harassment an d bulling that I experience

Dear Sir

I stopped my AT&T autopay at your point of sales (Bellview Sq. Mall, Bellview, Washington) on August 25th.

I have all the relevant reciets

MY number was [protected]

The Store manager told me that the service had been stopped.

I realize that I made 2 additional $40 payments after already leaving the USA

I believe I should be refunded

Best Regards

Noa Tweezer

[protected]@gmail.com

+[protected]

I called them on friday (10/11/19) when my tv reception went out. The young lady in billing department spoke poor english. I had difficulty understanding her! She asked her questions and I told her I had already done all the steps she suggested... She told me she would send a tech out to replace my box on thursday (10/17/19). Almost a week without tv service! Never have I received that kind of response. Usually it is 48 hours! I have been a customer of at&t for over 40 years! I was very upset. I called them back on the 12th, explain the situation and the young lady told me they could have a tech out to my house on monday the 14th between 10 and 12 o'clock. Well, it's 1 pm and no tech & no call. I call them - the second lady never put the tech request for the 14th thru the system. Don't promise a customer a repair that you can't fulfill! This is not going to happen again. Because next time their tech fails to show when they say he/she is scheduled... I will cancel my service! The are not the only digital tv service in our area.

My poor 84-year old mother lost her AT&T phone, and reported it lost on 6/10/19. They continued to bill & harass my mother for several months after the phone was lost. Several visits to the store and phone calls to Customer Service (an ironic name for what they do), and yet we still can't resolve this issue. She has never paid a bill late in her life, and it's upsetting her so much. I can only imagine how many elderly folks AT&T has hoodwinked over the years..it's just criminal that a large company like this is allowed to operate this way.

Re: I have recordings of broken promises
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JG1983
JG1983
Contributor
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Oct 7, 2019 11:02 PM

I have recordings of broken promises.
I decided to start recording conversations I have had with your CSRs because they promise things, and don't follow through. We have been so disappointed with your service. We decided to start recording conversations with your employees so we can prove that they promise things (costs, service) and then deny said promises. I am VERY close to posting these recordings on Facebook, so everyone else can hear for themselves, your representatives promise things, and then a different representative say, " I don't know what you're talking about, whatever you were promised is not possible." Think about this... the customer service is SO bad, that we had to start recording our conversations to prove what we were promised. This is very sad. Your CSRs lie to customers, and then have the audacity to be rude when you ask them about it. How can you be okay with such horrible customer service? You will not be able to deny the recorded telephone conversations. Your employees promise things, and then retract those promises. They give their employee ID numbers in the recordings, and one CSR went as far as giving us a huge attitude for questioning her. What will you do about this?

Upgraded my iPad mini to an iPad mini 4 last July and followed the directions of the agent to transfer the new iPad to the old number. He actually actives the SIM card as a new line instead of An upgrade on existing number so a new a third new line was added but was told it would be removed as I didn't need 3 lines for only 2 devices. Apparently he never removes the third line so I have been paying an extra 15 months of $13 extra for a line that has never been used nor was ever suppose to be added. The agent I first spoke with removed the line then told me I needed to go to a store for a new SIM card so my iPad mini 4 would work cause it was on the wrong line. Which was an error on AT&T fault in the first place. He told me couldn't help me and I needed to go to a store. After I told him I could not get to a store he finally agreed to send me a new SIM card, but he pretty much told me too bad on recovering any of the fees I was wrongfully charged for. I received the card today and end over an hr with another agent who was much more helpful and after an hr and a half she finally got it working and credited me a measly $40 when I was scammed out of $120. Then after an 1 hr it was saying no SIM card again and I have no cellular service once again. This is a work iPad and just totally unacceptable!I have been a loyal customer for over 12 yrs and spend over $200 a month for wireless and another $183 for direct tv and I am appalled by the service I have received the past 3 days. The customer service was horrible and screwing your loyal customer out of money is just bad business. I will definitely be looking into other services for both direct tv and my cell service