AT&T
Reviews and Complaints

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

worst costumer service ever, ive never exerience such such bad service in my intire life is a shame, ive wasted 9 hrs of my life to solve a problem that is not even my fault and no one in any department knows how to fix it. im sure that to work for you guys your requierment is to be a [censored]ing idiot plus drop out in elementary 0 [censored]ing clue of how to solve an issue for a client thats being with you guys for 10 years no one manager gets involved to help, im sure all their doing its sucking eachothers [censored]ing [censored] cause thats the treatment that you get when you call your costumer service you guys [censored]ing suck soo bad im sure it will go bankrupt in the near future because of the incomptent staff that helps on the phone, i wish the [censored]ing headquarters burns and everyone in it so you guys can maybe have elon musk build you some robots that im sure that it will be better tht anyone in that facility, [censored] you guys time 1000x
ps . im not paying that remaning $445 in my account until i get a break down of my whole intire bill in my face you guys can contact me to [protected] or [protected]@gmail.com or contact your employee amoy roberts id#ar9472

Wireless service-I had an issue with my phone and service. I called last week to resolve it. I was given a solution that I could trade in my current 6S Apple iPhone and get the seven iPhone for a cost of $140. I am formed the customer service agent-retention agent-that I wanted to do some research to make sure it wasn't necessary to get an eight iPhone (and of course pay more for it) he stated that would be fine and notes would be made in my account. When I called back today they informed me that they could do absolutely nothing. They also informed me that they found no notes in my file from my cold last week. This was quite frustrating. It was also disappointing to be told one thing or led to believe one thing. The thing that was completely unacceptable that will ensure that I transfer my account to another carrier is the fact that it took over two hours on the phone with the retention department for them to inform me that they would not do anything. They wouldn't give me a discount on any phone, they would not offer one free month of cell service for the incredible inconvenience I had, they wouldn't even offer a five dollar discount. After keeping me on the phone for over two hours they merely informed me that they could not do anything-more correctly they would not do anything. Without even a minor concession of something -At least before having been kept on the phone for two hours-I will not keep my account with AT&T. This may also include moving my television account also. Very disappointed for I have had a good experience with AT&T for sometime. We all make mistakes. But to have been inconvenienced the way I was inconvenience today-and misinformed-and to have absolutely no offer of anything-not even one months free cell service-is unacceptable. That is such a large mistake that I will be sure to transfer my account to Verizon

Recently I was charged 32 USD on my multi-currency credit card which I had got from my country. I bought the sim around two months back and am a student here. I making separate payments for at&t phone charges and yet some company called Vesta At&T has deducted 32 dollars from my card without letting me know or my permission.
I want to know how do i get my money back and how do i stop such payments.
I did not expect this AT&T. This is completely unacceptable.

I bought prepaid to use while I was in the usa.
Before leaving the country I turned it off.
Being back in ukraine I saw the bill of 45$.

Tried to contact att, no reply whatsoever.

The only way to get in contact now is through the phone (landline). I'm now in ukraine. Can not do this (too expensive).
Tried to fill through official website - no reply!
Wrote and filled out dozens of website forms — no reply.

I required money back - the return of unauthorized payment of $45!

I received a letter from Credence Collection regarding my AT&T Direct TV account last week after receiving two emails in the past month from AT&T to confirm my account is not in arrears. Please note: my account has never been in arrears.

I am beyond irate this account has been turned over for collection. I was under the impression the close of my Direct TV account was finally resolved (after almost a year). I took a free trial with Direct TVNow for three months, and canceled it immediately upon seeing the letter from collection. I will never use AT&T again for cell service, television, or online service. I honestly think AT&T provides the worst customer service of any company in America.

I have endured months of stress that was never justified in the first place. Since discontinuing my Direct TV account LAST NOVEMBER, 2017, AT&T handled the equipment removal and everything else involving this situation in the most disrespectful customer service manner imaginable. I have spent HOURS writing letters, placing phone calls, and now this. My credit is extremely important to me, and AT&T has turned this account over with absolutely no justification. My DVR's, remotes, cables, and every single piece of equipment I was issued has been returned (and received) per AT&T's instructions many months ago. My account was always been paid on time, and I have always been an excellent AT&T customer.

My relationship with AT&T for cell phone service and many years with Direct TV (going back to the early 2000's in Tucson, Arizona), has forever changed for me now in the most negative way possible.

For approximately 1 year I have been trying to get at&t to remove my ex-husbands acct info from my sign on. I transferred my and my son's numbers to my own account when we divorced. At first, only my own account info appeared when I logged into my at&t online. Then approximately 3 years ago, his account info (his mobile, wireless, and tv account info) appeared in my at&t. I was able to get his account separated from mine through chat at that time. Then about 1 year ago, his acct info appeared in my at&t once again and I have spent hours upon hours on the phone and on chat trying to get his account separated from mine. I have also desperately been trying to add smarts limits to my teenage sons acct for his safety and well being and because my ex-husbands account is tied into mine, I cannot enable and activate it but att is sure ok to charge me for smart limits. Oh wait, when I attempted to contact them to troubleshoot the smart limits activation, the call wait was over an hour so I communicated through chat. The response was that they would escalate and call me back. Att never called me back but they cancelled the smart limits on my sons number and added it to my number instead. When I tried to activate it on my number to see if they at least fixed my access to activate smart limits, still no success. I have chatted and explained that I request to a return call from an upper level technical support person because I cannot explain myself over and over again and again as its exhausting and my time is valuable, I was told I would get a return call from a manager from that dept. I am still waiting for this phone call 1 month later. And now smart limits cannot even be cancelled on my online att, it says I need to call the number to cancel. I still cannot monitor my 16 year olds phone and am furious that someone at att decided that my number, the primary acct holder and adult on the account, is the number that should be monitored. I am requesting that att 1. Remove my ex-husbands acct from my acct (pretty sure they are violating some kind of privacy law because I can see his entire bill in my online acct. Which makes me wonder if he can see my information as well) 2. Remove smart limits and 3. Credit my acct what has been charged for smart limits. At&t used to be an amazing company... You have gone downhill to the point where you should be now losing business in mass numbers. You have the worst customer service, the worst technical support, and are probably the most expensive of all the carriers. Your internet is awful and the only explanation we could get was that "there must be a lot of people on the internet in your area at the same time" (thank god we were able to get out of our contract early and switch to xfinity), direct tv was unreliable and expensive, and my mobile service is just mediocre. I have been with att for 24 years (started off pacbell mobile then cellular one) which is why I haven't switched yet but the switch is coming as I am just beyond frustrated with the service and treatment I have experienced recently. Horrible company when you need assistance but they sure do communicate well with their customers via text, email and automated messages when your bill is due!

Candice sittinger

[protected]@gmail.com

I visited the AT& T store at 13089 Peyton Drive Suite a, in Chino, Hills, California. I spoke with a customer service representative in person and the representative stated that she would need my driver's license to run a credit report. After running my report, the representative stated that I would not need to put down a deposit for two phones but would need to place a small deposit if I wanted a third line. After informing the representative that I only needed two lines, the representative discussed with me the plan offers. I informed the representative that if there were taxes due, I would be able to come in first thing the next morning to pay for the taxes on two IPhone. The representative contacted her supervisor Adrian to ask if this was okay and after getting off the telephone with her superior, she informed me that the manager stated that this would be fine and that I would need to be at their AT & T store first thing the next morning, as they open.
I came back to the store the next morning and waited 45 minutes until they opened. When I spoke to the manager Adrian, I informed him that I was the customer who would be coming in to pay the taxes on two iPhone. I asked the manager Adrian if he had the paperwork from yesterday because the representative stated that she would have everything there for her manager when he came in the next morning. The manager Adrian then proceeded to go into the system and informed me that the system stated that I would need to place a 400.00 deposit on both iPhone. I informed Adrian that I was told after the representative ran my credit information the evening before that I would not need to place a deposit on the first two phones. Adrian, in a rude tone informed me that, "He could not waive any fees because this was the information that was showing in his system." I informed Adrian that I was not requesting for him to waive any fees for me and that this was not the information that I was given the evening before from the previous representative. Adrian's cruel disposition was very rude. Adrian assumed that I was requesting that he waive the deposit and fees when this was never anything that I had requested for him to do. I specifically informed Adrian the information that I was given by his representative the day before. Adrian then proceeded to tell me that his representative from yesterday did not run my credit and only did what they call a pre-approval. I informed Adrian that the representative was very clear that she needed to run a credit report and not just a pre-approval. Adrian then stated, "My representative from yesterday is new and she didn't know much of what she needed to do and that he would talk to her." I informed Adrian that the representative from yesterday was pretty clear that she had to run a credit report for me in order to know if the phone lines that I was requesting required a deposit. Adrian then asked me if I had ever had AT & T service and I informed him that this would be my first time ever having AT&T cell phone service, or any service with AT&T. Adrian stated that my current cell phone line which is the line they were transferring service to showed him in the system that this line was not available. I informed Adrian that the phone line was available and showed him that I had my current cell phone and that I am using my cell phone with the same number. Adrian proceeded to tell me, "There is nothing that I can do for you, in a rude tone."
I didn't understand why Adrian's disposition was so rude because I was not rude, nor did I suggest that he do anything other than check the documentation that was already processed by the representative from the evening before. Adrian also stated that he did not run my credit again, nor did he do anything and that the information in the system was what he needed to follow. Adrian also stated that AT&T providers make their rules and there was nothing that neither he nor the representative from yesterday could change. Again, I never suggested that Adrian change anything, and only to look into his incorrect information which stated in the system that my current cell phone was not an active line.
Adrian asked me again if I had ever had AT&T service and I informed him again that I have never had service with AT&T. Adrian was rude, this is not the way that a manager of a store should address customers, and the fact that he insinuates that I wanted him to waive the fees without me requesting him to do so, and was very adamant that my current cell phone line was not in operation was absurd! Adrian's behavior appeared to be racially biased in nature, and the fact that he placed words in my mouth that I did not say, suggests that I was being stereotyped as a typical black customer looking to get something for free. Adrian's behavior and his attitude towards me appeared to be motivated by my race. The information that I was given when I entered the store and spoke with Adrian was contradictory to what I was told by the other representative.

Hello,

I have been complaining about International long distance charges on my wireless phone from last 4 months April - thru September to ATT. I have requested block for all international call as well as asked to set up a plan for long distance calling.
Still, there is no change in the billing. I just saw $157 charged to my wireless for September and was shocked! I was on a call with Renei AT&T specialist for 57 minutes to look at it!
09/25/2018
[protected]

5/18/18 Called ATT to discuss my bill because the amount from April to May went from $238.87 in April to $ 329.29 in May. I asked why and they said my promotions fell off. I spoke with Laylani employee ID LF7918 an Leslie and aa confirmation number of 4039911609A was given and I was told I would get a credit on y next bill of $139.05. I received my June 2018 bill and the amount was $ 190.44. Then I received my July 2018 bill and the billed amount was $ 218.20. I called and spoke with Marie employee ID # GC5190 on 7/13/18. She referred me to Dierra ID # DE2665. At this time Dierra said she would give me $44.25 off my bill for the next 6 months. My bill for July was $ 218.20 and then I received my August bill and it was $ 267.19. I just paid it because I call every single month and nothing gets done.
Here is a summary of my bills.
Jan $287.51
Feb $ 310.64
March $ 231.75
April $ 246.94
May $ 329.49
June $ 190.44
July $ 218.20
Aug $ 267.19
Sep $ 231.87

How could there be so much fluctuation on a bill?

Yesterday (9/22/18)
I went to the agent in Solano Mall, I asked about my wife's phone why iy was freezing and i fact She is on Unlimited plan with her Iphone X, she bought from them not too long ago. I approached this lady name Arianne ( i believe they guy told me her name). My wife wnet to the bathroom and I waited for my wife because she was asking the phone which my wife had it. It took about 5-10 minutes and the lady Arrianne left me and went to thier room inside the office and I picked up my wife I thought she wnet somewhere and went back to the store in 2 minutes. The lady Arianne not there and stil l in the room and Iiasked the guy there and told me that she said "it took me so long" I go, " really"!. Is this the customer service you are providing us? That was the third time of rudeness of them since we bought the phone from them we are intitled to ask something from them, right? but the only thing they need is selling, at first they were so nice...so frustrating, I hope management can do something, so bad customer service.

I took delivery on an ATT trimline land line phone a week or two ago and upon receiving it immediately realized it wasn't what I needed because it does not have caller ID--my mistake.
I then called a phone number for (what I thought was) the local ATT office in Leominster, MA, and was told by the young woman who answered the call that I should bring the phone (in its unopened box) to the Leominster office for reimbursement. She specified that "It's better that you drop it off at one of our offices so it won't "get lost in the mail."
I delivered the phone to the Leominster office last week and was told by the lip-studded clerk that "we cannot accept anything ordered online."

Yesterday evening I called ATT for some sort of resolution to this iditocic runaround and, after a lengthy wait, got yet another yet another runaround--"somebody will call you in the next day or so..."

What is the problem here? I simply want to return a phone--in its original unopend packaging--for credit.

Why does this simple act turn into an idiotic, mind-bending, bureaurcratic perfotmance?

I hope to get a serious answer and resolution about this within, say, five days. After which I will turn this matter over to the Consumer Protection Office of the MA Attorney General. I've had dealings with that office before and have had excellent results.

ALL I want from ATT is a return label to allow me to return this item for credit. My Reference # (& customer PO) is 3822577, on a packing slip dated 9/7/2018, shipped from Merchant Expo llc, 80 Micro Drive, Jonestown, PA 17038.

My address is 10 Edgell Avenue, Gardner, MA 01440.

Thnak you.

I hope.

AT&T ran a special on the 8+ S phones (buy one get one free, plus reward cards back). My wife and I decided to switch carriers and go with att to possibly save some money by combining our three phones with Direct TV and internet. the third phone of ours is held by my mother in law in Saginaw, Michigan and our two phones reside in Grand Rapids, Michigan. When we decided to make the switch at the Grandville, Michigan store we turned my wife's and my phones in there and they had Gregory Burt [protected]) ([protected]@att.com) a Integrated Solutions Consultant from Integrated solutions come to our house on a Saturday when my mother in law could make it here and we sat with this gentleman for over six hours that day getting her signed up for Direct TV and change her phone over to a free phone (a 9S) and sold her some accessaries. At that time she turned her phone into him after he helped her transfer all her stuff in her phone. They were supposed to provide funds to payoff our phones with Verizon as part of this deal they were running. We have not received any funds for this, so I have been in contact now with four different people about this and they say they can't find any proof that we turned our phones in, even after I provided them with the IMEI numbers, the types of phones, you name it. I was told by Jarvis Hines a Manager at a store in Tennessee that if the p[hones were not found that he would make sure we were compensated correctly. This has not happened and I have not heard from anyone I have contacted after making contact. The Manager at the Grandville, michigan store stood there and told me to my face that I never turned them in and prior to my discussion with him my wife had stopped in to talk to them about our phones and the manager was very rude to her. I was warned about signing up with AT&T by a friend and I should have listened. The Direct TV isn't any good either because the screen freezes when watching tv or movies and its always at a good part.
I want out of my contract now because of the terrible customer service and their lack of commitment to there customers.

On August 18, 2018 I received a call from ATT about my Internet. They persuaded me into switching from Dish TV to Direct and bundle Internet. I was told it would only cost me approximately $80 per mo. After the installation the Direct TV/Uverse is not working properly and they will be out this Monday to fix. I got a bill saying I owe $185.67. I called last week and got the Phillipines and was on hold for an hour. The manager agreed to call me back in 5 hours which she did and got an ATT person on the phone as well. They said the problem was that my bill was not yet combined but my bill for the month will be $83 + tax. Again I got a bill for the $185.67. Again I got the Phillipines and again they had to call me back. THen I called Amercia and they said that there is a $105.00 fee for installation. No one ever told me I would have to pay for installation. I already have Uverse so why would I have to pay that and I got a review of my order from Direct TV and it says "0" installation fee. ATT today told me they emailed my order and the fee was on there. I never received that at all. And the manager that I spoke to last week never told me that either. Thisi s all news to me. I do not feel I should have to pay this installation fee. I was never told by ATT that I would have to pay this. I would never have switched if I had known this. Please help me. I have been an ATT customer for years.

THank you,
Patricia L'Abbe
[protected]

I was mowing on Sept 19, 2019 on a riding lawn mower when I ran over some telephone wire in the weeds. One end of the telephone wire was in the weeds(I could not see it, the weeds were about 12 inches tall) and the other end of the wire was still attached to the telephone pole. When I ran over the telephone wire, the wire got stuck in my mower blades. So I had to walk up a hill to my truck and get a cutter and go back down the hill to my mower and cut the telephone wire loose from the mower. As I write this the telephone wire is still stuck in my mower blades. But a senario is this if through the United States every telephone man or electric man working on a pole when he was through working, he cut the wire and threw it down from the pole onto the ground and left it there for someone else to take care of, how responsible would he be?