AT&T
Reviews and Complaints

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?

This account, while in my name, was an account for phone, fax, and internet service for my husband's business. He is the owner of a small business of which he is the only employee and for which I handle the books and company service records.

In August, prior to his closing one office and moving to another, I initiated a port of our only phone line, [protected], to wireless. As I explored the options available to us in this move I was told that it would take 24-48 hours to port the number. I chose this option believing it would best serve us as well as offering a limited interruption of our phone service. I was immediately able to make phone calls from this number by cell phone. We were unable to receive calls and anyone calling the business was told they had reached a disconnected number. 48 hours in when the port was not complete I contacted ATT and was told it could take the full week. When it was still not complete I called again and was told it could take into the following week.

It was not possible or feasible for us to allow this to continue. My husband receives all business by phone and we had already lost 1 week of potential business, or 25% of our monthly income. I disconnected the number and got a new phone number which we then placed on all advertising and relayed to our current clients. This was on 8/9/2018. I arranged for a port of our fax number to a different company. The port was completed on 8/17/2018. At that time I called ATT and canceled the internet - which should have been the only service remaining on this account. There was bill due but as the cancellation of these services would have credited back to me what had already been paid on the account and I would not owe what was billed I asked for and was told I would receive a final bill.

In mid September I received a bill which not only billed me in full for the entire range of services on the account through the month of cancellation but also billed me for the full account for service through Oct. 2. When I called ATT I discovered that none of the services had been cancelled - this despite the fact that one of the phone numbers was now being used and billed by another service provider.

I am writing because I have experienced SO many continual problems with ATT. I have 3 accounts with this company and have been a customer of theirs in one iteration or another since I first got phone service in 1978. I have never used another phone provider. However, in 2017 at this exact time of year they accidentally disconnected my husband's business line leading to us having an unplanned service outage lasting almost a week. This happened when I called to disconnect service to an iPad and they disconnected the wrong number. I have spent more hours on the phone with ATT, and consistently received differing information from each person I have spoken to than I can even begin to describe.

I cannot make good decisions for our business or for our personal needs when I do not receive correct information from my service provider. I am tired of the errors and the mistakes. I am tired of complaining and receiving no response. I am attaching the letter I sent to ATT last year at this time because it so aptly demonstrates the problems I continue to encounter with this provider and the difficulty that it has caused me.

I would like a response - something - for the difficulty that I experienced last year and for the difficulty experienced this year. I spend in excess of $5000/yr in phone service and it is a given that the errors last year and this year cost my family at least that much if not more of our yearly income. I would just like to know that someone has heard my complaint and is responding.

I noticed in late June my July 2018 wireless billing statement an unusual increase in charges (doubled amount) and made an inquiry to AT&T customer support. I was informed by the AT&T representative that it appears the charges were from an overseas call through a third party application on my wireless phone. I acknowledged that I do have the third party application (What's App) on my phone and have used it to place IP based calls to a family member overseas on several occasions and provided the dates and times to the representative. Following a 12+ month history review of my cell calls, the representative was able to confirm I had placed calls of like nature before overseas and had not had the charges appear as a standard international call using the AT&T service since the calls were via my ISP. A customer incident ticket was generated (CM [protected]-[protected]) to review and resolve the charge which was made in error since I was using my ISP's service to make the call.

July's bill was paid minus the (errant amount) as I awaited resolution to overcharge issue. I placed a call in Late July with no resolution and again on August 4th where I was hung up on by an overseas ATT&T representative. I immediately began a chat session (attached) with Yury where I was assured this would be resolved and in good faith scheduled a payment 16 days out in order to cancel when the issue was resolved and schedule a normal payment. Following up August 11th on the status a week later, I called and was again disconnected and again established a chat session (attached) with AT&T representative Mary (overseas rep). I could not hear Mary at first because of the loud conversations and sports gaming (Like bets being placed) noise in her background. Eventually we were able to speak and I was informed first it was approved then it was declined and Mary excused herself and transferred me to her supervisor Aubrey which had the same loud background noise. Aubrey reviewed the history and noted that the request needed a higher level of approval and asked for a number to call me directly. I gave her my LAN line number but she was unable to get through so I gave her my AT&T cell number (redacted/deleted from text) and she responded that she could still not get through which was baffling. AT&T can't reach their provided AT&T number through their AT&T service? Aubrey then push the conversation over to the general customer service number which I called earlier and disconnected the chat.

On August 15th I called and spoke with AT&T representative Carlos and there was no change in the status and as an AT&T loyalty reward, credited my account $50.00 with the anticipation the matter would be resolved in the coming week which was appreciated. On August 20th with no response in two months and total loss in confidence in AT&T's commitment to resolve this matter without further damage to my credit rating, I transferred my service to another service provider while awaiting some resolution to my dispute. Today after viewing an email from AT&T requesting payment, I called and spoke with AT&T representative Mick and was informed the request was rejected and the only explanation cited was for invalid data. I asked on what basis was the data invalid and what was needed to make it a valid submission. Also, why was I not informed on the 11th this was rejected? AT&T rep Mick responded that the entry was made to inform me but the individual making the entry did not include any of my contact numbers.

Rep Mick was unable to clarify further to the other questions but also noted an additional prorated charge for additional monies after I had discontinued service prior to the new billing cycle. Mick mentioned that the billing cycle was from the 5th of the current month into the 4th of the next month at which I could not understand why I had previously been charged with a late payment fee at the beginning of last year when the payment due for the billing cycle had changed. Being more disgusted with the entire situation, I thanked Mick for his assistance and verified this was the final bill I would receive from AT&T and hung up.

After nearly 18 years with AT&T I find this incident very disturbing and in my opinion unethical in practice. I would like these erroneous charges removed to include the late charge and the report updated to the three credit reporting agencies removing any negative reports from AT&T.
Thank you.

Sincerely,

Lee Sias

Prior to travelling to Europe last month I called customer service and agreed to a plan called "Passport" for a charge of $60 to minimize my roaming cost. I received a bill for $300 for roaming charges and the Passport was never applied.

I called for help. First time the customer service agent spent over an hour trying to find someone who could credit my account. She finally told me she had someone on the line who would handle it. This person said there was nothing she could do. I asked for her supervisor, she said "in a meeting". I asked for a callback and it never happened. 1.3 hours on phone. After 3 days I called again, went through the same thing, was promised connection to a supervisor and ended up with someone who was not a supervisor and who needed all my information again. This happened 3 times in a row, 3rd time I was disconnected without ever speaking to a supervisor. 1.3 hours on phone again, Worst customer service ever, been with then 30 years but switching to T-Mobile.

I tried to handle this on a chat line with Steve three days ago and thought it was resolved. DirectTV had installed my neighbors dish on my property a couple of years ago without my permission. I was home at the time. My area has a lot of trees and is hard to get a signal. My neighbor then asked if it was ok. I told him that it would be ok if he took the dish down when he moved, which he did not. When I chatted with Steve, he told me he had set up a time for the tech to come on Sept. 12 between 12 and 4. Nobody showed up, nor did anyone call.
Dish was for 3422 Wren rd, Decatur, Ga 30032. Dish was installed a couple of inches from my mailbox at 3416 Wren RD. At this point, I would like to be compensated for this.
If this is not resolved I will seek assistance with an attorney.

Kathy Major [protected]

I planned to leave the country in a day, so I contacted an AT&T support service to cancel all my plans at the end of the current billing period, which would be in 5 days. I was assured everything is settled. However, I haven't got any post call mail notifications or any emails proving the service would be cancelled.

After a week I checked myAT&T and saw that a new billing period started, and all services are still on. I had to call them again, I was told that the service was scheduled to be cancelled next month and a new bill will be generated and sent to me. They cancelled the service the same day, but couldn't stop the bill. I was advised to call them back (3rd time!) when I will receive the bill and TRY to do something with that bill.

After so many years with DirecTV it may be time to leave. Love the service, but I sincerely believe AT&T/DirecTV management is just cheap. Your customer service is great, when you can get them. But, waiting over 30 minutes is just stupid and crazy. Hope you all get it together one day, as I am just leaving everything AT&T. Great service. HORRIBLE and embarrassing customer service. If this was my company, a few management people would be terminated.