AT&T
Reviews and Complaints

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.

I recently added a line and updated my phones and Att switched which number each phone should have gotten. This took ATT 5 hours to figure out and after multiple disconnections and me having to call back. I had to end up going to the store. Also to get the new phones delivered to me properly; what Att said is ok and not what fedex and UPS says is ok for delivery. This additionally took me 3 hours to sort out just for delivery.
Then I just was on the phone for 1 hour to get my tech time switched for my move and wifi in my new home. Over the hour on the phone was rep told me they have to run my credit again for some reason. When I asked for his supervisor and transferred, I was hung up on. I called back and another 30 minutes later to just change the tech time window, they told me that someone cancelled my moving request, they ended up transferring me 2x and then telling me there is something wrong with the computers. Since they cancelled my appointment without me requesting this, I ended up just doing it all over on the computer. I find speaking to Att reps difficult bc there is no follow up and no way to complain about a specific person. There is no one holding them responsible or they have to be accountable for their training. And I frequently am hung up on and they are not allowed to call people back. I hate that here is no respect for my time and there is no follow up when there is issues. I wish I could have a job that I could just disconnect the customer or just not know most of the information that is needed to complete my job.

I have it any other rides transaction of $38.97 for a AT&T Vesta I have had three of these transactions without my permission or approval I called AT&T and they said they couldn't help me at all I told him and I can call the bank and said listen I did not approve or give permission for these prepaid cards amounts of $39 they're going to randomly like $27 $30 $37

I tried to call but nobody would ever respond all I kept getting was an answering machine or a computer

I'm having the bank looking to it right now so I hope to take care of it also

AT&T has not complied to my request of a paper statement and I do not pay bills over the internet. We are in our 70's and do not use the internet to receive or pay bills. Talked to many many Agents and all have promised paper statements by a certain date and I have never received one. The billing/mailing info on my account is correct per talking to AT&T agents. I do not have a account number as I have never received any paper statements, my AT&T phone number is [protected].
I usually call AT&T several times per week and I have to call to get my billing information to pay, have 4 members sharing the bill. Therefore I do not know if my AT&T bill is correct, I have never seen a paper statement or any statement.
All I want is a monthly paper statement so I can pay my bill without calling for billing information to figure out the cost of the 4 sharing members.
Charlotte Lehmann 248 Hummingbird lane, Winter Haven, FL 33884
[protected]

Just got off the chat service (Oct. 8, 18; 9:30pm) to get a detailed bill for my wireless service (the new bill format is not acceptable for my employer to process reimbursements). The chat agent was arrogant, rude, sarcastic and outright lying that he checked on the community forum and there were no complaints about the new billing format. I'm reconsidering why I stayed with AT&T for 15 years. If this is how your customer service folks treat the consumers, it speaks volumes about how the company cares about customers. Pl. see the chat script attached. I'm seriously upset and wanted to take it to social media and see if others feel the same way.

My name is Romayra E. Warner. My wireless number is [protected]. Two weeks ago I received a text message from at&t stating my bill is now do. I opened the text and to my surprise the bill was $1800+. I immediately contacted at&t and was cold transfer from one person to another approximately 6 to 7 times. Finally I was told that the damaged device I sent back in July was never received. Then I was told to contact the insurance company and spoke to several people there. Long story short, I started chatting with At&T reps. The first lady tell me (I will attach all the chats) everything will be taken care of on October 1st. October 1st came and left, I'm on chat with another rep, she tells me corporate is looking into it and it takes about 1-3 weeks, but my line will not be interrupted and she will leave notes etc. Today my line is interrupted. I spoke to 2 eps and a supervisor (via chat). The 2nd rep and the supervisor both told me that they do have my damaged device. The supervisor then tell me that they have the device but I hasn't uploaded to my account and he cannot override it etc.

I am beyond disappointed with at&t. He was unprofessional and chastising me repeating himself like I was a kid. I have been with AT&T since they were cingular and his behavior is not acceptable.

I am 47 years old and I have never written a complaint to or about anyone. I will send copies of the chat to the corporate office because AT&T is not cheap and is not free for them to treat their customers so badly.

Thank you

AT&T: Hi, I'm AT&T's automated virtual assistant. How can I help you today?
Me: can I chat with a live person
AT&T:
Let me get you to a specialist. Please tell us your first name.
Me: Romayra
AT&T:
Thank you. Please wait as you are assigned to the next available specialist who will assist you.
We are now transferring you to a live agent.
AT&T: We are currently experiencing very high chat volumes which may cause long delays. An agent will be with you as soon as possible.
AT&T: Thank you for your patience. Please continue to wait.
Me: ok
Agent Sharon D enters chat
Sharon D: Hi! My name is Sharon D. How can I help?
Sharon D: Hi Romayra!
Sharon D: How are you?
Me: Good morning
Sharon D: Good Morning to you too!
Me: I am ok, how are you?
Sharon D: Glad to hear about you!
Sharon D: I am good to thanks for asking.
Me: I have a mjor concern
Sharon D: Sure! Please go ahead.
Me: I called last week about my bill, I was literally cold transferred to like 8-10 different people, not even exaggerating
Me: I returned a damaged phone that they are now claiming has not been received, this was back in July
Sharon D: Ohh! I am really sorry for that.
Me: I have a bill for almost $1400
Sharon D: So may I know were you got charged for non returned device charge?
Me: yes, but I did return the phone
Sharon D: I can understand that.
Me: The first phone they sent me was damaged, I sent it back and they send me the phone I have now.
Sharon D: may I know the line number please?
Me: [protected]
Sharon D: Thank you.
Sharon D: As you have returned the device may I know the tracking number please?
Me: There was no tracking number, they sent me a box and a label and that's how it was sent back
Sharon D: Thank you.
Sharon D: May I know when did you returned it.
Me: I do not remember the exact date, but it was after July 4th
Me: maybe around the 10th-16th
Sharon D: Thanks for the info!
Sharon D: Please allow me some time so that I can check further information.
Me: Please take your time
Sharon D: Thank you.
Me: are you still there?
Sharon D: Yes I am here.
Me: ok
Sharon D: Actually my supervisor is still investigating.
Sharon D: Thank you.
Me: no problem, thank you
Sharon D: You're welcome.
Sharon D: Thank you for waiting.
Sharon D: I am really sorry to keep you waiting.
Sharon D: My supervisor just found an information.
Sharon D: We found that a case was generated for the same.
Sharon D: Just checking to see if you are there so we can continue.
Sharon D: Please let me know if you're receiving my responses.
Me: hello
Me: im here
Sharon D: Thank you.
Sharon D: And the expected resolution date is Afternoon (EST) of October 1, 2018
Me: resolution?
Sharon D: On this date it it will be resolved for you.
Me: really?
Me: so they found the phone?
Sharon D: Yes it is, .
Sharon D: Yes it is.
Me: OMGGGGGGGGGGGG, you are the best representative at AT&T. Because of you I will keep my account :)
Sharon D: Thank you.
Sharon D: Thank you for your blessings!
Me: Thank you so much. Have a blessed day and weekend. Hope they give you a raise
Me: Thank you so much. Have a blessed day and weekend. Hope they give you a raise
Sharon D: I must admit that you were one of the most polite customers I have dealt today.
Sharon D: What else I can do further to get a smile on your face?
Sharon D: Just checking to see if you are there so we can continue.
Sharon D: Please let me know if you're receiving my responses.
Me: awww Thank you
Sharon D: You're welcome.
Me: I appreciate you going above and beyond to help me
Sharon D: Thanks you for giving me an opportunity to assist you.
Me: no one even got bak to me last week
Sharon D: May your worries be less and happiness is more
Sharon D: Happy to help! Thank you for choosing AT&T. We appreciate your business.
Me: :)
Sharon D: To end the chat please click on 'x' on top of chat window.
Sharon D: Bye!
Me: Bye

AT&T: Hi, I'm AT&T's automated virtual assistant. How can I help you today?
Me: hello
AT&T:
Good Morning!
Me: I was on chat with rep on Friday and they told me my bill will be fixed today and it hasn't been fixe
AT&T:
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Me: can I chat with a rep please
AT&T:
Please choose one of the topics to chat about below:
• Billing, Usage, Plans, and Features
• Payments
• Technical Support
• Online Account Login & Password
• International Support
• Shopping
• Order Status
Me: Billing, Usage, Plans, and Features
AT&T:
Please tell us your first name.
Me: Romayra
AT&T:
Thank you. Please wait as you are assigned to the next available specialist for account support.
We are now transferring you to a live agent.
AT&T: We are currently experiencing very high chat volumes which may cause long delays. An agent will be with you as soon as possible.
AT&T: Thank you for your patience. Please continue to wait.
Me: ok
AT&T: Thank you for your patience. Please continue to wait.
AT&T: Thank you for your patience. Please continue to wait.
AT&T: Our agents are currently assisting other customers. Your approximate wait time is 0 minutes. Please wait and the next available agent will assist you.
Agent Katrine enters chat
Katrine: Hi! My name is Katrine. I'm happy to help! Please give me a moment to review your request.
Me: hello
Me: ok
Katrine: Hi Romayra.
Katrine: I can see here that your concern is about your bill.
Katrine: Can you tell me more about t please?
Me: yes, I got a text almost 2 weeks ago from AT&T stating my bill is due, long story short they said they never received the last device which I sent back. I was on chat Friday with a rep and she told me today my bill will be fixed and as you can see it has not been. I saved the entire chat just in case something like this happened
Katrine: I see, I am now reviewing the case that has been submitted last 09/21
Katrine: And upon double checking on it, it still need to be reviewed by our back office. But your case passed the 1st and 2nd level of approval.
Katrine: Once back office already reviewed it, your billing concern will be resolve.
Me: Do you know how long that will take?
Katrine: Normally case reviews takes 1-3weeks depends on the amount that needs to be investigated. As I have checked your bill, it is really a huge amount that needs to be investigated, but one thing is for sure this case already passed the 1st and 2nd approval. So we are only waiting for the back office to make some action on it.
Katrine: Did the representative got the best contact number or email to notify you for the progress of the case?
Me: yes, but she gave me different information than you did, she told me her manager looked into it and it would be resolved today. I do understand why they hv to review it, but I do not want my phone interrupted because of this.
Katrine: I can certainly get your point, don't worry because a case has been created about this concern. Once our collection department saw the case they will consider the situation not yet resolve.
Katrine: And they will not make any actions about it.
Me: Ok great.
Katrine: I will make sure to leave a notes on your account so that the next agent that will open your account will be able to see that there is an on going case.
Me: Also, I see that there are charges on my bill, idk what they are for, but I asked back in Aug for none of my lines to be able to incur any additional charges and I was told they will all be blocked, so how is this still happening
Katrine: I will double check it for you.
Me: Thank you Katrine
Katrine: You're welcome.
Katrine: May I know what are the charges that we are talking about right now?
Me: One said $41+ the other was $21+
Katrine: Is that for the current billing?
Me: I want everything blocked, my bill is already in the $400's and I really just do not know why
Me: yes
Katrine: Thank you.
Katrine: I am seeing $24.92 for the line ending in 0965 and $18.69 for the line ending in 9649 so I will be refunding this to you and will put a purchase blocker so that you will not incur any charges moving forward.
Me: Thank you so much
Katrine: You're welcome.
Katrine: Please give me a moment and I will process it now.
Me: you're the best
Katrine: It's my pleasure to help you. Please bear with me. I will let you know once done Romayra :)
Katrine: I will Stop the subscription immediately and refund the charge.
Me: any other way I can save some money. The 9649 billing has been transferred, and the 0967 they told me to wait until December to close out that line, no one is using it
Katrine: I'm done applying the refund.
Katrine: About your other concern if these lines are not in used anymore you can get in touch with our loyalty team to further help you about this.
Katrine: They are the best department that can help you in lowering your monthly bill.
Katrine: If you want can connect you to them.
Me: what is their number
Me: sure thank you
Katrine: No problem.
Katrine: Please stay on the line and I will connect you shortly.
Katrine: I will transfer you now. Thank you for choosing AT&T! We appreciate your business.
Me: Thank you so much
Katrine: Please give me a moment as I am waiting for the available agents, if there is no agents available you may call them @ [protected] or simply dial *611 form your mobile,
Me: sounds good, I will wait
Katrine: Thank you.
Katrine has left the chat You are being transferred, please hold...
AT&T: Your approximate wait time is 8 minutes.
AT&T: Hi, I'm AT&T's automated virtual assistant. How can I help you today? Me: chat with rep AT&T: Let me get you to a specialist. Please tell us your first name. Me: Romayra AT&T: Thank you. Please wait as you are assigned to the next available specialist who will assist you.
We are now transferring you to a live agent. AT&T: We are currently experiencing very high chat volumes which may cause long delays. An agent will be with you as
AT&T: Thank you for your patience. Please continue to wait. Me: ok AT&T: Thank you for your patience. Please continue to wait. AT&T: Thank you for your patience. Please continue to wait.
Agent Andres enters chat Andres: Hi! My name is Andres. How can I help? Me: hello Andres: Hello Romayra !
Me: I'm going to tell you upfront, PLEASE forgive me if I come across rude, trust me it has nothing to do with you Andres: I will carefully read all your information Me: My line has been suspended. I have been on chat with 2 reps and was assured that until the back end fixes the issue
Me: I also have a copy of the chats
Andres: Got you Romayra the idea is to get the root cause of this situation and my purpose on this chat is to give to you
Andres: Just to make sure we are on the same page Me: Thank you Andres: were you told the services would not be interrupted over the chat correct?
Me: yes
Andres: Got it! Andres: Thanks for confirming
Me: Katrine was her name Andres: Thanks for the info!
Andres: Let's review the information real quick, May you please let me know the cellphone number attached to your account?
Me: she told me they are waiting on the back office to review everything and it will take about 3 weeks and that she will leave
Me: [protected]
Andres: Got it, very appreciate for all the details you are letting me know Andres: Please allow me just a moment while I pull up the information on my system real quick Me: Katrine: Normally case reviews takes 1-3weeks depends on the amount that needs to be investigated. As I have checked the 1st and 2nd approval. So we are only waiting for the back office to make some action on it.
Katrine: Did the representative information than you did, she told me her manager looked into it and it would be resolved today. I do understand why they because a case has been created about this concern. Once our collection department saw the case they will consider the Andres: I am reading the conversation as well
Me: sorry go ahead and do what you have to do Andres: No problem. Andres: Thank you. Andres: Thanks for your time and patience Romayra, I was able to confirm the details regarded to the case which was $900 for a non return fee correct? Me: Yes except I returned that phone the very next day after I got the current phone. Why would I keep a damaged phone?
Andres: That is absolutely understandable
Andres: By any chance, do you have the ID for that chat?
Me: no just the 2 reps names
Andres: No problem, thanks for letting me know it
Me: did she not leave any notes Andres: I am verifying every single note in the previous interactions as well
Andres: Thanks for your patience, Romayra, I was able to confirm some important information, I found the note for the for this, I need to verify that the device was returned and received for AT&T, that way we may verify why you have not received Andres: By any chance do you have the order number for the insurance claim that you submitted?
Me: please hold Andres: No problem.
Andres: Take your time
Me: Order Number: 0RLM-OY-[protected] Andres: Very useful to me Andres: I am verifying now this real quick
Me: I am not sure if this is the one, the first phone they sent me wasn't working and they sent me a 2nd phone, both were
Andres: Oh got it I am taking that into account Me: ok Andres: Thank you for waiting.
Andres: Romayra, I was able to confirm the information and the details regarded to the case and also for the return device, let you know that I should involve one of my partners from the advance technical team with the power to check the status if I get unresponsive in the chat, the session will still be active, the next available agents will be with you. In case you lose contact us, and you will not have to repeat yourself.
Andres has left the chat You are being transferred, please hold...
AT&T: Thank you for your patience. Please continue to wait. Andres has left the chat You are being transferred, please hold... AT&T: Thank you for your patience. Please continue to wait. Agent Sam enters chat
Sam: Hi! My name is Sam. I'm happy to help! Please give me a moment to review your request.
Me: ok Sam: Thank you.
Sam: Thank you for your patience. Please give me another moment to look into this further.
Me: please take your time
Sam: Thank you. Sam: Romayra, checking the previous interactions, please stay connected.
Me: ok Sam: Thank you.
Sam: Thank you for waiting. Sam: Romayra, as I can check, your account was charged for a non returned device for a warranty claim and as per status of the returned device is showing that the deice was delivered however the same is still not updated on the account. beckend team and the case is still not completed yet.
Sam: Form my end the best I can do for you is involve my supervisor in this case and get the case escalated again on
Me: if the device has been received, why cant they just update my account and restore my line! This has been 2 weks
Me: *weeks
Me: I am at the point that I want to speak to your managers managers managers! I need someone to resolve this asap
Sam: I do understand that, however the warranty team will be investigating on this and this takes some time. I am going
Sam: Sure, let me check with my supervisor.
Sam: Checking with my supervisor, please stay connected.
Me: Thank you Sam: You're welcome.
Sam: Thank you for waiting.
Sam: I'm going to transfer this chat to my supervisor. Please stay connected as it might take few minutes.
Me: again, Thank you Sam has left the chat You are being transferred, please hold... Agent kk042f-E enters chat
kk042f-E: Hi my name is Gillian kk042f-E: I am here to help kk042f-E: Let me quickly review your chat kk042f-E: Please bear with me
Me: Hello, I truly hope so
Sam has left the chat You are being transferred, please hold... Agent kk042f-E enters chat
kk042f-E: Hi my name is Gillian kk042f-E: I am here to help kk042f-E: Let me quickly review your chat kk042f-E: Please bear with me
Me: Hello, I truly hope so
kk042f-E: Sure. kk042f-E: Thank you for waiting. kk042f-E: I am reviewing the case. kk042f-E: Could you please provide the wireless number once more? Me: [protected]
kk042f-E: Thank you. kk042f-E: Okay. So as I have checked, the device has been received at our end and as it was informed, a case has you.
kk042f-E: I have reviewed the complete details and it will be taken care of.
Me: but my line is suspended
kk042f-E: Yes. That is correct!
kk042f-E: So once the case is closed and our records are updated that the device is received by AT&T that charge will
Me: So you as the supervisor are telling me that I have to wait until the case is closed and the records are updated for
kk042f-E: That is correct kk042f-E: The process will remain the same kk042f-E: Unfortunately there is no way that we can override the process
Me: I am beyond sorry, but that is NOT acceptable! I need my line restored and you guys do whatever you need to do
Me: It is not my fault that someone on their end isn't doing their job kk042f-E: In order for your line to be restored you would have to make a payment for the outstanding amount, without
kk042f-E: I understand that it is not your fault
Me: You guys sent me the box and label, I returned the phone and 3 months later I am going through this and all you can
kk042f-E: I apologize for the inconvenience caused
Me: no, you guys should credit me for everything. I have been dealing with this nonsense for 2 weeks! I want to speak
Me: Sorry doesn't cut it, I want results ASAP! Me: That is not how you treat your customers
kk042f-E: Romayra, I understand what you are going through, my sincere apologizies Me: There are too many other phone companies I can give my business to and AT&T has been very unprofessional with
kk042f-E: Apologies
Me: STOP APOLOGIZING! Me: I WANT RESULTS
Me: SEND ME THE NUMBER OF WHO I CAN ESCALATE THIS TO. ALL OF THE AGENTS HAVE LIED! EVERY
kk042f-E: At this point in time we can only restore the services once the outstanding amount is paid off
Me: AT&T WILL NEVER RECEIVE ANOTHER PENNY FROM ME
Me: YOU CAN CLOSE THE CHAT AND HAVE YOURSELF A NICE DAY, BUT PLEASE UNDERSTAND YOU WILL HERE
kk042f-E: I told you what can be done, there is no way that we can restore the services without a payment on the account
Me: Please understand that I have a copy of all my chats and I will send it to corporate
kk042f-E: I have informed you what we can do, if there was a scope to override I would have done it for you
Me: You being the supervisor has been the worse, you have to figure it out because the mistake came from your companies AT&T NEEDS TO EAT THAT BALANCE FOR PUTTING ME THROUGH ALL THIS UNNCESSARY NONSENSE!
Me: Please provide me with corporates number
kk042f-E: [protected]
Me: Thank you Me: Have a great day
kk042f-E: Thank you for choosing AT&T! We appreciate your business.
Me: Really?
kk042f-E: We appreciate your business, there is a situation at this point in time however it is not intentinal
Me: So extremely disappointed in this company, after 15+ years kk042f-E: If something was possible I would have definitely done it
kk042f-E: I would request you to wait and post that everything will be taken care of
Me: I HAVE TO WAIT YET YOU WANT MY MONEY?
Me: I DON'T EVEN KNOW WHAT THE BALANCE IS BECAUSE I DO NOT KNOW WHAT THE CREDIT IS. PUSH THE BILL OUT UNTIL THIS IS TAKEN CARE OF. AS A SUPERVISOR YOU SHOULD HAVE SOLUTIONS FOR ME OTHER THAN JUST SAYING SORRY
kk042f-E: I wish I would have been able to do so kk042f-E: However I would have to say the same thing that you would have to wait
Me: I can honestly say Thank you for nothing

I have reiterated my story to so many associates over the past year that it is challenging to have hope that any one at att would take it seriously. First, I have literally been on hold for hours and listen to what a valued customer I am. I initially had hope that I would have guidance and tech support to only have my hopes dashed.

Secondly, I will outline my journey and complaints:
- I had difficulty watching TV and surfing my lap tap in my gazebo that is 30 feet from the WAP during the summer of 2017. I have had multiple technicians out, purchased an extender, moved it to multiple location and move the modem with mixed results at best.
- My bedroom TV began pixelating last October while others did not. I tried moving the modem back downstairs without improvement. Again technicians came out and suggested I purchase a smart stick. Some technicians were somewhat knowledgeable and others spoke negatively about the company and the policies. I learned today that they had been on strike which likely coincides with the attitude. This was not appropriate however I just wanted my TVs and computer to work.
- In March I came in and purchased 2 iPhones and inquired about Direct TV Now. The salesperson told me that there was no contract and spoke very highly of the program. I discontinued U-verse, returned all the equipment and was excited to try a new program with hopes of resolution.
- Much to my dismay, my internet speed did not support the streaming, I again was told that I had to make additional purchases for it to work properly...this was after 2 weeks of struggle at home.
- My 2 Apple TV would not support Direct TV Now app and hence I had to purchase a 3rd one. The streaming was a great concept but my oldest TV supported it but the app on the TV but would not support putting in my location and therefore would not work. The newest TV would not up load the app. I was streaming to a TV intermittently through my iPhone or iPad.
-I called multiple times, was transferred to many different departments and told by numerous representatives that "we really don't know anything about troubleshooting Direct Now TV". I was finally transferred to someone who did however that was when I found out that my TVs did not support the apps.
- By the end of April I decided that pixelating was far less bothersome and when into my local ATT store and said I wanted to discontinue Direct TV Now and return to U-verse. Things were somewhat acceptable yet less than ideal but I would not be troubleshooting with ATT frequently.
- The salesperson in the store said he would give me a $100 and $200 gift card for my inconvenience. The $200 card came but the $100 card did not. I went into the store to let them know this and they said they would send it out...it never came.
- I then was reviewing my August bank statement and noticed that I was continuing to be billed for Direct TV Now at $40/month. I called ATT and they said that I had to call Direct TV Now...so once again telling my story. They could not cancel Direct TV Now over the phone but I could go to the website and cancel it. I was give the wrong website address and therefore had to go into a local store.
- On 9/23/18, I once again went into a store and told my story. My bill was ~ $721.00. The salesperson agreed to credit my account $200 (the cost of May, June, July, August and September Direct TV Now). I promptly paid my $521 bill.
- Last weekend I was out of state at a conference and returned last night at 9:30 to find all my services were turned off. I again called ATT, requested to speak with a supervisor who was not able to help but could transfer me to other department that handles accounts that have been turned off. I was on hold for 26" only to have a recording say that I was a valued customer but the department was closed and please call back.
- This morning I went into the local ATT store with my story and they (assistant store manager) could not do anything because the account was turned off. He gave me the number for me to call and offer to send out the $100 gift card that was not previously sent but he could not do it at the present time because my account was turned off. I could come back in or call him once it was turned on again and he would send it out.
- I then called the number to have the services re-instated and discussed the reason I did not pay the $200 for compensation for the over payment for Direct TV Now (that the salesperson for 9/23/18 told me). She was helpful but could not turn my services on for 3 - 4 days. I told her this was unacceptable as I needed my phone and internet for work. She appologized and said that was the best she could do.
- I had second thoughts and called back to see if my services could be turned on while the dispute was being investigated. The person immediately turned the services back on.
- My daughter was staying at my home watching my pets while I was out of state at a conference this weekend and missed her first day on the job because she could not call an Uber to get to work because my services were turned off. She struggles with seizures and can not drive and now may not have a job

I have been extremely frustrated and disappointed with ATT. Your sales associated do not understand the products or choose not to share the downside so that they may receive their insentives. I feel that some (2) of the technicians that came out were knowledgeable while others sent me on a goose chase and needing to purchase additional items. Your U-verse department does not seem to be integrated with the Direct TV NOW and results in multiple transfers. The assistant manager today said, "that's just big business, it doesn't matter where you go", "I would suggest that you change to another one and then come back if you're not happy".

One might ask, "why do you stay with ATT?" I question this often but it would open up another host of tasks with changing emails and setting up the secured features on my phone for my work.

I care for patients every day and can appreciate how difficult it is to attain a culture change but it can be done...it starts at the top. I can also say without a doubt, that when our patients have complaints they are addressed promptly and taken very seriously. I hope that I have resolution of my problems and that you would look at this as a way to improve services. Please contact me with the result of your review.

Respectfully,
Jane Kotarski