AT&T
Reviews and Complaints

I placed an order for a new phone and new line on November 17, 2018 because of a BOGO offer. I added a line and paid the taxes for an iPhone XSmax and iPhone XR. iPhone XR was supposed to be at $750 off original price. The phones arrived within a week but iPhone XR was not what I wanted. I requested to send it back for a replacement in a different color. The phone has been received at ATT warehouse but I haven't received a replacement yet. I waited for a month, kept calling them to ask about it and then finally today they told me that when I returned the phone my order was cancelled and I need to place a new order. The new order would not be BOGo anymore because that BOGO was only for November. I am being charged for two phone lines and installments for two phones but I have got one phone. I made seven phone calls and contacted through chat 5 times. They kept transferring my call to other departments. When I tried to cancel my order, I was told that I cannot cancel the new line and phone because it's been over 14 days and when I tried to cancel the old line I was told that I am bound to pay $785 for the iPhone XR which is now attached to my old line. So, I cannot close that one too.

I had the phone wifi and tv instuled. the wifi dose not work and the phone does not work it has been trhee moths now and I would likre something to work seeing how I paying the bill but not getting anythinbhg. my name is j anice harriger I live at 750 wqest Easton st the only working numer is [protected]. the phone number that does not work is [protected].

I have been a Direct Tv customer for about 15 years. I have the Direct Tv Protection Plan in place. I am a senior citizen and live on a budget. So I downgraded to the Basic Family Plan to watch local tv stations. I have a Roku Smart tv that allows me to watch other programing outside of Direct Tv. Before I downgraded I was able to watch other programming, but once I downgraded my Direct Tv to the Family Package, my Roku Tv would not allow me to stream any other programing unless Direct Tv gave me permission.

So I contacted Direct Tv customer Service and spoke to a Representative who did not understand and when I asked for a Supervisor, I was transferred to another Representative who went throught the whole 50 Questions session, and at the end I asked for a supervisor and was transferred to another Representative and we began the entire 50 questions again...after 5 more representatives, finally I spoke to a "supervisor" who addmitted he was not a supervisor and then hung up.

Worst experience ever! I expected better from AT&T or direct Tv. I will not recommend Direct Tv ever again.

This is our second complaint. The first was a month ago. Ever since AT&T took over billing for Direct TV, it has been a nightmare. We have auto-pay yet they still send us "overdue" notices and threaten to disconnect our Direct TV. The phone call a month ago was to a young woman in the Philippines who could barely speak English. Today we spoke to someone who speaks English but he could not access our records. This is TOTALLY UNACCEPTABLE and we plan to drop Direct TV. AT&T's customer service and billing practices are unconscionable!

When I signed up for service I was told that I could get all the channels that I had they could do for less than $100 a month. My bills were $123 for the last 3 months now they say there $134 now it's over $243 this month. Whet in to pay the last 2 days and they said that they would take off the premiums channels said that it would lower it to $134 with is still higher than $90 I was told.

Called for a new router using what is suppose to be a landline. When I called the voice said "are you calling about the service connected with the account"... Silence... No number given. We could connect to the router but not the internet. Said they would ship one out and it will arrive the next day. No router came so my husband calls them and they blame it on ups saying they dropped the ball. I call ups and they never received any router to ship. All routers for twenty years have came from 30 miles away in nashville but when I tracked this supposed shipment it was coming from laredo tx and heading north then south to us but had not been received. I call again and "prince" or "zeus" says we dont ship routers you must have a tech visit. Tech comes and does not give us the router but one did come in the mail same day. We do not have voi (not supposed to have voip) nor tv only internet and a landline. The router they sent from mexico border is a voip router that we cannot disable sip nor ipv6! I always disable these and with this router it is not possible. I am sick with stage four cancer and just having it on, regardless if in use, makes me feel like I have an elephant sitting on my chest and I cant get my breath. Every time our phone rings every appliance with a fan in it starts playing tv/radio. I want a normal router asap. This has gone on since the line was installed in 2012. Call are routed both incoming and outgoing and I never know if I am really talking with the bank, etc, or not. The first month of service we were hacked from nigeria and australia! Went to bank to file against these and they were to call me back on monday. When they didn't call I called them and they said they talked with me and I said it was a mistake and to forget it. Same thing with paypal when I called to put my account on hold. I expect a call from at&t by friday or there will be legal charges against you. I am done with this. You are the most crooked company there has ever been. I cant wait till god's recompense against you. I will not shead a year for you.
Anyone who reads this please go to justia.com and read about their patents. Pure evil. Adding extra emf and so much more.
You have stolen my life at&t. Even the dog is sick. What goes aroud comes around.

i am tired of calling these two companies to solve the problem. they don't answer, disconnect, you wait for hours on the phone and when you talk to someone not more than 15 minutes, they disconnect in the middle of the call. reps now are aggressive some from far east which mostly do not know the ethics of our country. i can go on for hours.

i am done with AT&T/ direct TV. hope we get enough complaints we could start a civil law suit or something to stop their abuse.

My name is patricia Wilder I have AT&T for over 11 years. They have shut my cell phone off twice and charged me a phone bill last month that they cut my service off to and again this month! I have no understanding how I can be charged for two months that I didn't have service. My phone number is+[protected]. I want my phone back on but paying for months I had no service is wrong!

Today I came home to my service with AT&T being interrupted! I have been in touch with AT&T regarding s restoral credit of $35.00. I initially contacted customer care through chat in which I got nowhere so I disconnected chat, reached out through chat again in which I was told by the second chat rep that I would be receiving the credit of $35.00. I said ok but never saw this credit so I reached out to customer care via phone to ask and was told that my call needed to be escalated but rest assure that they were taking care of this. I then spoke with another rep to ask about my credit and also the credit regarding the big Texas outage that we had. When we initially had this outage I called AT&T to see what was going on and was quickly rushed off the phone but told that it was a Big outage but not to worry that I would be credited! This is the other credit that I was waiting on to pay my bill and was told by several reps that don't worry you'll be credited and I repeatedly asked that my service NOT be disconnected because if this and today it was so now I have to deal with this $35.00 restoral credit AGAIN!

I attempted to call AT&T customer service today but after being on hold and it being close to the billing department closing time I was hung up on and when I called back the department was closed!

I want a credit for my inconvenience in regards to the poor handling of my account! I have a job and making sure that AT&T does their job isn't mine. I'm disappointed once again with this company and how they handle things

Also AT&T did try calling me, they left a message to return their call but when I did they couldn't even tell me why they called which was wasted time during my work day.

I initially wanted TV and internet in my home. First technician stated he could not install because I wanted dish to be erected off my home. Second technician stated he couldn't help because there had to be fiber optic lines running throughout my yard and he couldn't help me. Third technician came and only installed wires. After this I've been given the run around, hung up on countless times, And yet, no service, no answers, just absolutely poor service. This us unfortunate

I've been with AT&T for my cell phones for 2 years and their customer service has always been subpar. Today I wasted another 75 minutes on the phone with a representative that reported he couldn't access my account or bill as the system is having problems.
I guess he got frustrated too as he then chose to disconnect me, an act that's happened before with AT&T. This comes on the heels of a 30 minute chat session a couple days earlier that had the representative telling me the system is problematic and they also couldn't access my bill. So I called back and asked for a Supervisor. That resulted in a contradiction of previous information provided by a supervisor the month before (I was lied to).

Last month was of ATT associates changed the setting on my phone and caused my bill to skyrocket from $58.00 to $200.00 this month. They lied and said I must pay the bill. They refused to give me a credit. These are overseas customer service men who speak another with no understanding. This is fraud. This information needs to be taken to the NBC /ABC news and every one needs to stop using ATT/ Direct TV - and ATTinternet service.

Complaint is concerning a prepaid sim with the number: [protected].
While on holiday in America in September I went to the AT&T shop at grapevine mills grapevine Texas and asked for a pre paid sim for the 3 weeks I was there, so 1 month was more than enough. The employee asked what I wanted it for and sold me the sim. He offered to activate it and set it up for me, which I said would be good. I went to pay cash for the sim which would have been $70 US, but he said it had to be a credit card. I questioned this by saying that I only wanted it for 1 month and asked him to confirm that it is a one off payment. So I gave him my details to activate the sim. When it was activated he rang the number to confirm it was working. Which was good. He then said you won't need the card that the sim came out off and threw it in the bin. I didn't question that because the sim was working and I couldn't think of a reason why I would need it. I arrived back in Australia on the 4th of October and went about my normal routine until I noticed activity on my credit card from vesta at&t to the value of $85.03 AU which I assume is equivalent to $70US. I tried calling them and grew frustrated with the fact there is no option to speak to anyone to sort out the problem. The automated service said to enter the cell number and then enter the pin. I had no pin, the employee set it up and through the card out that it would have been on. Another automated option said to call a certain number from the phone with the sim in it. The American sim does not work in Australia. So that was not an option at all. There has now been a second charge to my credit card for $83.14 AU on the 14th November. It is looking like I am going to have to cancel my credit card because of this fraudulent activity. I don't know if this is normal activity for at&t or whether this employee was trying to get a bonus or something even though what he did was illegal. I am not asking for the money back, although they should refund me. I just want them to stop charging my credit card.

I contacted AT & T on 10/31 via the web portal at My AT&T.
Spoke with Jessica who was sympathetic to my issue and offered a good deal of information in resolving my issue. She suggested I contact Customer Loyalty as we have been AT & T customers for better than 20 years with cell phones, internet & U-verse. I asked her if needed, could I get back in touch with her? Jessica said yes, and I was suppose to ask for her when I logged back in. I have copies of our email exchanges from the AT & T portal.
Then I did a little looking on the web site and then tried to contact Jessica again as I was instructed to do.
I went back to the AT & T web page and entered to web portal again and got Steve. Asked if I could be transferred to Jessica. Per Steve "For the moment I'll be the one assisting you". I said "thanks but no thanks, we had a lot of info we discussed. You just made my decision to leave AT & T and go elsewhere. That is what we were discussing earlier today". Steve asked if he could transfer me to Customer loyalty?'. I said "No thanks", Steve responded with "No problem", he said "If you want to cancel your services, you may contact our cancellation department with number 800.288.2020. They are open Mon-Sat 8AM-12-AM ET.

Now it is Thursday Nov 1. I called AT & T at 11:51 AM and spoke with Ryan and he was really not to sure what he could do so after an 18 minute conversation our call ended in frustration. I went through the entire issue and my email exchanges with Jessica. This call started at 11.51 AM and last for 18 minutes.
We went to one of our local AT & T stores and spoke with Greg who basically laughed at me and said he wouldn't do anything such. I turned to the manager Jim and he just backed him up and had that dumb look on his face as I let loose with customers in the store. Got back home and called Customer Loyalty later that night at 7:59 PM and spoke with 2 other service agents and expressed my disappointment and I wished to speak with he supervisor. I was told after a 34 minute conversation I would get a return call this evening still from a supervisor. At 11:30 PM I went to bed and NO CALL!

Now it is Friday, Nov.2. I called Customer Loyalty at 8:24 AM and spoke with a woman but did not write down her name. I explained what has transpired and I did not get the call back last night as promised.
She confirmed that those notes were in my file and apologized. We spoke for 25 minutes as she confirmed the conversation I had with Jessica and Ryan the day prior but cold not offer any help but explained some of the sales going on right now.

We went to a different AT & T retail store Friday night and again the worse customer service ever. Would not even listen and walked away.
I got on the phone and contacted Customer Loyalty again, 7:17 PM. Spoke with a young lady who was of no assistance and was transferred again to some one who was of no assistance and transferred again to Paul. Paul listened and said "you wont need to talk to anyone else, I am the top of the chain and he would resolve the situation. Well guess what, he couldn't. (In the meantime, my wife is now talking with Taylor in the store trying to find something that will work.) I asked Paul for his supervisor and he heed hawed around until I finally got to speak with Nancy. While speaking with Nancy and going thru the details and talking to Taylor (Nancy also spoke to Taylor), Nancy made us an offer. I did not understand all that she said but we had a verbal agreement and I asked her to call me back in 5 minutes so I could discuss this with my wife. Nancy then transferred my back to Paul to review this and to make sure he had the proper number to reach me. He also spoke with Taylor from the store in which then our conversation ended. we waited for Nancy to call back and guess what, again, NO CALL. I was on the phone again with AT & T for 63 minutes. after not getting a call back I called again at 9:57 PM and no answer, office closed. I am okay with that.
Now we are at Saturday morning, Nov 3. I called AT & T at 8:16 AM and spoke with Ann and she helped me hook up my old Samsung so at least it would receive phone calls and text messages.
She also worked on trying to get the email & calendar working as this phone doubled as my work phone. After 1 hour and 46 minutes, my old phone would ring and I could get new text messages. But no email, no text messages prior to the phone not working, no calendar. I had a phone that did less then the first phone we bought from AT & T in 1997. but I had a phone and I was grateful. Ann was suppose to call me back at 12:00 noon my time as she was going to work on the emails and calendar. 12:00 noon, NO CALL, 1:00 PM No CALL and so on...…………
Now we are at Monday Nov.5. I called AT & T at 10:31 AM. spoke with Chen, Carmen, Fernandez, Sergio. Now I am being told that there are no records of my conversations from Friday night with Paul, Nancy & Paul. This conversation lasted for 1 hour and 26 minutes. again no where. I asked Sergio to go back and please read the file that was started on 10/31 and then listen to the recorder copy of our phone conversations to confirm what Nancy had offered us. Guess what, there is no record of our conversations and they really do not record the phone calls. SO here we are, my notes, my copies of my exchange thru the AT & T portal, a AT & T employee form a store that will back my story of the conversations from the past Friday night between Customer Loyalty, myself and him but I am told it does not matter. I have learned that the people you speak with on the phone do not have real names, you can not get back in touch with them, that can not let you speak to the last person you spoke with because they really don't exist (even when you have their employee ID#), they don't keep the recorded calls when it is convenient to them, the notes of conversations do not exist, and no matter what you are told by a person from Customer Care, Customer Loyalty or conversations thru the web portal are all wrong. they do not know what they are talking about and we don't have that offer and we never do that and their is no one to speak with. It is a game of miss-trust, lies, FRAUD and 100% fake. I even tried to get in contact with some one at the corporate office in Texas but guess what, there is not a live person to speak with.
Now I have some decisions to make: how far and where to I share all of this info with, to whom I contact next and what will be the outcome?
Have been with AT&T cellular since 1997 and U-verse and Internet for at least 15 years.

When filing a insurance claim to replace an insurance damaged iPhone we were met with an incredible struggle from the insurance company. First they wanted proof by my texting them a copy of my drivers license. This wasn't enough, then they wanted the last four digits of my SSN. They replaced the iPhone8 with a different color (white not gray) and it was refurbished. I now understand that this is "in the fine print of the contract." Also, that given that it is a later model that there is no guarantee of color, etc. The insurance company employee and supervisor were incredibly defensive. It is only when working directly with an AT&T employee I gained some satisfaction as a long term customer of AT&T. Thank you.

I read online that this insurance company manages almost every cell phone company; what a monopoly and no wonder they are not customer focused.

Directly after filing this claim (Oct 21, 2018) I began to receive SCAM calls and voice mail to my cell iPhone. One call [protected] Hyattsville, MD (Oct 24, 2018) went directly to voice mail, it did not record on incoming calls. How does this happen? They threatened that my SSN may have been compromised and if I didn't phone back I would accept the consequences of my inaction. Two other calls [protected] Waltham, MA (both on Nov 3, 2018) voicemail identified as AT&T wireless account verification department stating my account had been suspended for verification and I needed to reactivate (press 1) or contact AT&T and speak to a representative (press 2).

Coincidence, perhaps; however, it seems unlikely. I had never received these type of calls prior to dealing with this insurance claim. Please look into this. It is incredibly annoying, disconcerting and could compromise those who are vulnerable to these devious attempts.

Respectfully,
A satisfied AT&T customer for many years

On October 10 I paid my direct tv bill by phone as I have always done. I then, on the same day, called customer service to inform that I would be going to Cox Communications cable/internet on October 11. I was transferred to the "Cancellation" Department. I spoke with a male and he assured me things were fine. yesterday I received a bill $109.95 for Direct TV Service that I did not receive.
After being transferred moree than 10 times to 10 different persons, the last person informed me that because there was "nothing" in their records to indicate that I had cancelled the service, I would have to pay. What household in the US is able to receive more than one cable service at a time. At 69 years old, why does your firm think that I have to pay for inadequacies of your staff from customer service, bill pay, to cancellation. I refuse to and indicated I would follow up. My next step of sharing this saga will be with Seven on your side and AARP. The answer from your company is outlandish!

As a current premise technician in Springdale Arkansas, our management pushes us to get the job done as quickly as possible. They want the minimal effort done in the shortest time to increase the number of customers in Northwest Arkansas. They are not concerned with the number of repeat repairs that are created because of us doing the absolute bare minimum. Something to consider before ordering our service.

I have used At&t services for years. I have two cell phones with the company. Your company provides the poorest service and the most inaccurate service that I have experienced in a long time. I share the service with my daughter and granddaughters. Together, we have six mobile phones and two landline phones. Every time, we call and speak to the different representatives, a different story is given. I called to have my direct tv service transferred on October 3, 2018. I was told at that time by JR that the phone was needed for the direct tv service even though I told him I already had two cell phones. It said I could not use those phones because my service is under my daughter's name. I assist in paying the bill for the phones and never had a problem talking to the representatives concerning the service.
Since, JR proffered that the phone was free, I finally agreed after being on the telephone for a long time. I called back a few days later and cancelled the phone. They advised to send the phone back by the direct tv person when they came out to give me new service. I had reschedule several times. I did offer to send the phone back my mail the same day because I could not charge the phone because the phone is defected.
Today I received a bill for $169. 83 which the representative, Lubianca said the grace period was passed and I would have to pay the bill even though I never even charged the phone or used it.
Every time, I have called, I have received erroneous information which has cost me. They claim they are writing down what you say but when I called today, there was no record of me cancelling the service even though I in fact called and did so. Why in the name of the Lord would I need another cell phone when I currently have two.
Although, I can't even use the phone even if I wanted to, I am still being charged. This is outrageous and I am absolutely tired of all the misinformation that your representatives give out and cause people to pay more money. I am so disgusted with your company.
When I traveled internationally several weeks ago, I was told that I have a international long distance package which turned out to be a lie. Now instead of the package, I have a bill for over $400.00.
Of course, today I was told I still have to pay the bill but I would be give a credit of $80.00 because the time period was up for me to cancel. How very ludicrous. I hear people complain all the time about your service and I have wanted to change back to the old carrier. Today was the deciding factor. You treat customers like crap and it is totally irresponsible and rude.
I don't have any email correspondence because the representative claim they cannot send correspondence confirming what they tell you. This is why they can get away with giving out wrong information to the customer without the possibility of any liability on their part. I am fed-up. My number is [protected]. The main number is [protected]. The account number for the last transaction which is the subject of this complaint is [protected] and the number associated with this account is [protected]. If you check your records not one phone call was made on this phone because the phone is defective and could not be charged as I mentioned earlier.

I added a new line to my account on Sep.12.2018. I asked the representative not to activate it until September 26th, 2018. When I received the bill, they charged me for the line although it wasn't activated it. Later, when my wife put the simcard in a phone on October 4th, 2018, she started receiving tons of text with cursive language. That was very embarrassing as she was sitting with my family and her family and they saw all these texts and her dad got mad because of all these texts. At that time she was outside the country. I called AT&T and asked them to solve the problem. The first person said that they can't do it, I asked him to give me a manger, the manager said he will do it and placed me on a brief hold, 5 mins later, someone picked the phone and they don't know why I was transferred to them. I repeated the story, she said that the can't change the phone number immediately and I will have to wait 2 to 3 days and that line won't be active for that period. I told that person that I bought that line for the sole purpose to be used by my wife on her travel in the next 2 days. Then she said ok we can change it. 1 hour later over the phone, they were able to change the number.
I received my bill and I was charged a fee for changing the number and the international texts! Although I wasn't informed about the charges, The person who changed the number also said that I shouldn't be charged for the texts as they are not mine.
I called customer service and they refused to remove the fees and they kept saying that I was notified of the charges, I insisted that I wasn't and I told them that I will cancel with them. They transferred me to loyalty department whom I had to repeat the whole story again and his only words these are valid charges and his only solution is to transfer me to technical support because that's where the charges were originated.
I refused to talk to them because I don't want to spend another 30 mins talking to someone else about the same issue.
This is not an issue about money, but it's about the deceit and frustration that this company make its customers go through over small charges. I'm a customer with them for 5 years and I pay 150$ every month. But now I will switch to a respectful company who knows how to treat its customers.

Lost internet on Sept 6, 2018. Called AT&T and was told my modem and router were bad. Went and bought new modem and router. Still nothing. Called AT&T back and was redirected to an automated system that stated they were aware of an outage in our area and estimated repair time was Sept 16 @ 10:52 pm. Sept 17 - still no internet. Called back. Repair date and time was moved to yet another date. This went on until the repair date was moved to October 5 @ 10:52 pm. I fell behind in my schoolwork; had to spend money to get wifi hotspot data on my phone and my children had to stay with friends so they could get their schoolwork done. I get reassured I would not be charged for the time I was without, BUT GUESS WHAT! I get my bill and it is actually $4 more than what I already pay. They claim someone used the callback feature. I don't know how that was possible when there is so much static in the phone line you can't hear anything. I was told I would be reimbursed the $100 worth of equipment that was purchased and not needed, $55 for wi-fi data purchased through my cell phone provider and 2 months of free internet due to their server problems. I have had to contact them multiple times a week regarding the phone and internet still not working properly just to be told a service technician would have to come out and test the system. I'm not paying for a service tech to come out and test anything when the problems have already been traced to something on their end being messed up. I had to put a stop payment on my account because I refuse to pay for services when they are not being provided adequately. Chat service "people" tell you the exact same thing as the last person, word for word. I am no fool when it comes to their games. I was even told a supervisor would be calling me at 1:00 pm on Friday, October 12 but my cell phone never rang. No one called. No one followed up to make sure the problem had been resolved. They are now telling me I have to call the "loyalty" service and see what they can do to assist me in my problems?! AT&T is a joke.