AT&T
Reviews and Complaints

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.

Your customer service in nonexistent. You should not be allowed to provide services that require you to interact with people if you are not going to make sure that HUMAN BEINGS are available to address our concerns. Three months ago, I paid AT & T $100 to install a new jack to a newly renovated bedroom and it is defective. This phone jack is the main jack for my home land line; if it doesn't work, none of the phones works. I have made several unsuccessful attempts to contact Customer Service at AT & T. I have been rerouted several times to a closed loop automated system that cannot address my problem. In the mean time, I have not been able to schedule someone to come to my home and repair the jack. And I have been paying for a phone service that I have not been getting. This is UNACCEPTABLE! I finally waiting for a technician to come to my home to repair the line. I have no idea when he will arrive. So I have to cancel all of my errands for this morning while I wait for him to get here.

At&t u verse and bein sports are at odds over programming cost and as result at&t u verse has stopped broadcasting the bein sports network.

I do not appreciate me, the consumer being short changed as I am still paying for the bein sports network and at&t u verse has stopped broadcasting bein sports during this dispute.
Please negotiate a fair and equitable price for all involved.
As a result of the stoppage of the bein network i'm unable to view the 9/9/2018 motogp world championship broadcast from misano, san marino and the motoamerica race at new jersey raceway park, millville nj also.

Please settle your differences and release me from this silliness.

Gene facchin

.

I contacted an AT&T service representative, via a phone call, and signed up AT&T services which included two wireless cell phones and Direct TV. Billing for these services started on June 1, of 2018. For the plan that I selected, the two wireless phones were to be a total of $84, 52 and the Direct TV $40, for each month of service. I asked for the billing for these services to be bundled together and auto-paid out of my checking account. The Direct TV billing was not bundled as I had asked it to be and I had to pay the Direct TV using my credit card until AT&T could combine both of these accounts together. I did not receive a contract regarding these services even though I asked for a contract, which included information for the services that I receive. I had asked for this contract and explanation of services when talking to the AT&T representative when I signed up for service.
Out of my checking account, my phone service was paid on the first of each month, June, July, and August. The Direct TV service were paid via credit card, over the phone, because there was no billings from Direct for the first two months of service.
On August 12, AT&T generated an off cycle billing for $262.17, of which $92, 17 was for Direct TV and $165 was for wireless phone service with an additional charge of $5 for Account Charges. The $262.17 was taken out of my checking account on August 20, 2018.
Since my wireless account was paid through August and Direct TV should also have been paid through August, I have contacted AT&T regarding my complaint regarding this off cycle billing of $262.17, which I contest.

During the past two weeks, I have spent over five hours talking to or waiting to talk to account representatives from AT&T wireless and Direct TV without resolution for the $165 in additional wireless charges. I was able to resolve the billing with Direct TV. I am asking for your help and guidance regarding this issue.
Robert Wilmot
977 Old Sundance Rd
Moorcroft, WY 82721
cell-[protected]

I called be having one of my channels been cancelled the lady remove a package that I had called the next day i call that I did not removed a package for my account which I never approve a channel has been cancelled from my account which I'm filing complaint for bein sport Channel has been temporarily cancel and I would like to know when it will be restore
She was trying to troubleshoot to make it work I told her Channel say is no longer available after so many attempts and being on the phone for 20 minutes she told me that channel is not no longer available so will that give me my rights to cancel my service even if I'm in a contract cuz I really want that channel if you can provide me that why did I sign a contract for them so gives you the right to remove or add any channel but not us cancel early cuz you remove a channel that I really want I don't know if you're still negotiate with the channel but y'all should notify your customers which I was never notified not by phone by email or text ... I would like to know if you are going to have a Channel or not

I manage an apartment community with 14 phone lines. In October, our services were cut off because payment had not yet been received. I made the payment over the phone, and the rep assisting me explained that we were not in a contract and she could save me money by bundling our lines and adding tablets for an all for less plan. Ever since this change was made, our accounts have been a disaster. From October through December, I called AT&T roughly 10 times because our two accounts were converted to 15 accounts, which were later disappearing. Payments would then not be received because accounts changed. It was a disaster, but eventually resolved, or so I thought.

In April, 9 of my lines and their associated account disappeared. I was told this account was actually deactivated back in December 2017, yet all lines were still in working order. I have been working with multiple specialists since, and no one can seem to restore these 9 lines to an account that are all still working. I am constantly having orders cancelled without reps reaching out to me. Without exaggerating, I have had to reach out to AT&T roughly 40 times to attempt to make repairs. We can not make long distance calls at this time, set up call forwarding, or add our answering service, because there is no account. If you all up my calls, they would total TWO DAYS worth of being on the phone with AT&T.

All I am asking is that my 9 WORKING LINES be added to an account and the appropriate features be restored. AT&T is a phone company that seems like it has no idea what is going on. I am currently trying to call in and have been waiting for 47 minutes and 4 second just to be connected to someone.

My name is Ronnie Oliver

Account # [protected]
Phone Number [protected]
The following is a List of TV Interruptions

August 20, 2018 at 9:10 am and 4:30 pm lasting for about 5 minutes .
August 22, 2018 at 11:47 am lasting about 8 minutes.
August 23, 2018 at 8:27 am, 12:07 pm, 3:45 pm &11:15 pm lasting about 10 minutes. August 25, 2018 at 2:22 pm, 2:26 pm &2:40 pm lasting about 5 minutes.
September 2, 2018 Internet, Home Phone & TV were out from 4:20 pm till 12 noon September 3, 2018 (Labor Day) lasting 8 hrs
September 3, 2018 Internet, Home Phone & TV were out from 1:30 pm--7:48 pm
lasting 6 hrs. I called at&t uverse

September 4th several times but, there were long waiting times each time I called because of the Holiday. I called again today September 5th around 8:15 only to be told they could not issue a Service Credit because, Technical Support could not confirm my Service Interruptions Times & Dates. My wife and I were very upset that all our services went out at the same time for so long (14 hrs Totaled) from 9/2/2018---9/3/2018. Also, for the 14 hrs my TV was out the message said AT&T Uverse was not available and to try again later or keep trying to "Restart" which I did until it came back on 9/3/2018 at 7:pm. I have been with AT&T for about 5 years now and this is the second time that I have had this type of problem. They did give me a Service Credit then but, now it seems I was the only one that experienced this and/ or I'm making this all up.

7/11/2018

Request new service by internet as the pack price will not be for queens, cancel.
Follow a new request as onlt cable with att co, for 6062 70th ave, as to follow they send
The orden the men follow the conection can not do internet pack, ok.
Follow internet with spectrum. But after all that cancel my line of home phone with
Spectrum. And after all that att co charge for phone line wireless that was the old
Number of the house by spectrum not working num, and also charge for tv that I have
By my name and not under my husband as you my used interned they do not check to
See if you are the same customer follow up on orders with problems and they charge for service I do not have. What promblems of service...;

In June, 2018 I tried to end the service for phone number [protected]. I was told that the bill had not been paid. I had not received the bill as it was being sent to an email address that I did not have access and I could not access the My account and neither could the customer service person helping me at the time. He said that the bill would be sent to my home address in the mail. But this did not happen so the next time I called and was told that I had not paid the bill, I said I would love to pay the bill but you are not sending the bill to my home as you said you would. I paid the bill up to date at that time using a credit card. I also ask that account be closed and I was told it was closed. The next call was a repeat of the above and the result were the same. Finally I paid the bill online with a credit card so the balance was zero and the account could be closed. But quess what? It is not close but the bill did come to my home address but I do not wish to continue to pay for a service that I am not getting. I do not wish to pay charges that occur becuase your company does not follow up by closing the account. How do I close the account? Why can you not do what you say you will do?

Due to the Executive Office Manager (Shannon White) I canceled all my service in June 2018. Due to medical issues, I needed reliable phone service (Landline not VOIP) so on 09/01/18 I decided to keep my landline. Therefore, I called to reconnect the service and spoke to a Account Manager (Monica). Monica sound stressed and ready to leave for the Labor Day holiday not caring how she place the order. It took almost 2 hours to cancel the scheduled payments to setup for the balance on the previous account and her to place the order. After 2 hours for processing the order, she needed for me a third party rep to confirm I placed the order. Although the system reflect payments made, it still would not allow her to complete the order. Monica continued to stress Labor Day Holiday and started rushing through the process. She gave the order # without the amount of the service therefore I asked how much are the services. She had not gotten any of that information prepared to give to me. At that point I asked Monica to speak to a supervisor and it was like pulling teeth. I was my supervisor cannot help you with the issue we have to make sure AT&T get their money from my bank. It did not make sense because I used a Debit Card where the funds were immediately withdrawn from my account. In addition, online it reflected zero balance.

After spending 4+ hours calling AT&T and my bank over a charge back of $160, I called in again on 8/30/18 at 3:10 ET to try and locate the source of the problem. I got on the phone with Rodrigo Godoy #RG5947 out of the Salt Lake City call center. Mr. Godoy was beyond reprehensible in how he handled my request. He engaged me like I was clueless and stupid. I told him the reason for my call. He asked "what bill period is it for". I responded with not being sure which statement the charge back was applied to. I've been told by at least 5 different employees something completely different every time I've called in the past week and a half. I expressed my frustration. He responded very inappropriately with "well you don't even know what bill its applied to, what do you want me to do?" I said 'excuse me". He repeated himself. I said "I'm not sure, this is all confusing, that's why I'm calling. Look it up". After he was continually rude I asked to speak to his manager. He wouldn't transfer me. He just kept telling me no. I asked for his name. He said that he already gave me that info. I asked for his employee number and he pretended not to have one. I told him I hope these calls are recorded because I can and will complain. He said 'I hope you do." This person does not belong in any of your call centers. The customer service department is a nightmare to contact in the 1st place. Mr. Godoy provided absolutely 100% 0 assistance in what I needed solved. This remind you is after I've spent 4+ hours on the phone with your company trying to resolve my issue. I know no one's perfect, but the complete lack of effort and the total disrespect I felt from Rodrigo is inexcusable. I pay your company too much money every month to be treated like that. I hope this matter is resolved appropriately. I've never made a formal complaint in my life. I usually just move on with my day. This guy is the worst rep I've ever talked to at any call center. EVER.

WILLIAM SIROIS
[protected]
[protected]@outlook.com

AT&T For over 3 weeks now I have not been able to view my data usage or phone/text log on either your website or phone app. I have called customer service many time & they have opened many tickets. It goes round & round but never gets fixed. I have had an account with AT&T for many years but I'm just about ready to cancel my service. Please help.

Tried to change my cell to a new number. Followed prompts online, said new number was available. Got email that my new number was now working. 2 hrs later I had no service. When my daughter tried to call me on the new number, we found out it belonged to someone else..Called AT & T c.s. to try to fix problem, it was suggested I go back to my old cell number. 2 days, 12 different departments. and a total of 3 hrs. wasted with no results. And the last person I talked to said it could be up to 7 days before problem can be fixed. Instead of laying off call centers and shipping calls out of the country because wages are cheaper, reinstate all those people because they have the experience needed and can be understood over the phone. Sorry, I don't speak Hindi.

I was told that my installation fee would be waived because of a past dispute with AT&T that was resolved through the Better Business Bureau.

I called to setup service and informed them of this and they assured me it would be honored.

It has not been honored. My first bill carries the charge along with other charges I did not agree to.

I contacted customer service and they refused to let me speak with anyone willing and able to address the issue while admitting to misinformation. The charges stand.

At&t hooked us with a bundle of two phones and Uverse tv service at a discounted price and a gift card for $300.
$300 never came.
Discounts never properly get applied. Always get huge bills sent out to us.
And the customer service is the worst. They talk sweet and all but no actual or meaningful resolution comes out of anything. No one has any knowledge. One connects to customer service, then it gets transferred to direct tv, then uverse, then reward center, then customer relations, and after several hours of this painful process everything repeats.
You finally give up.
Sucks to be an AT&T customer. Feels like an idiot to get scammed by a big company.