AT&T
Reviews and Complaints

On May 22, 2018 I called Direct TV because my 2 yr contract was expiring on May 25, 2018. Gesinius ID#2162 told me my same service( EXTRA Package) would be $55.00 per month with a total of $67.00 plus tax plus $8.99 for the protection. When I get the bill in June I was charged $114.36. I called on June 11th and spoke with Donovan ID# DB400M he said they would review my package and I would here back from a supervisor in 7 days. Never heard back from anyone. The July bill was $98.01, so I called again and spoke with Mario #ID 227620 and he told me to pay the bill less $107.13 and he would be submitting a credit to my account and lowering my Direct TV to $72.99. August 1st, still no credit, called again and spoke with Marcus ID# ML6759. He reviewed the account and said he could see all the information I had given him and he was turning the credit issue over to a supervisor and supervisor would contact me in 7 business days. And he was extended the past due amount of $107.13 to Aug 17th. Still have not heard from anyone or received the credit. Called on August 20th, spoke to Gary ID#LO1650 and he tells me he cannot see anything in reference to the May 22, 2018 conversation, but sees on June 1 where I entered into a new contract for $98.63. I explained to him I had not! So he sent me over to the Loyalty Dept to Marissa. Have no ID # because after giving her my name, account #, contact # we were disconnected and she never called me back. Called again at 8:30pn spoke with Dayana Id# 396347 and she transferred me to Daniel at 8:55 pm, which he referred to himself as a floor manager, att specialist. After giving him a rundown on my situation, he said I am going to place you on a brief hold while I review your account, the next thing I here is music, and then click! Disconnected again and no call back. Called back again spoke with Ann ID# JC2160, she referred me to Dean ID#442740 in the Loyalty Dept. She informs me there was not documentation of the May 22nd call and my billing will be $98.63 a month because that is what I agreed to and there would be no refund of $107.13 plus the overcharge of $25.66 for this month and a late fee of $5.66 for not paying the $107.13, which I was instructed to do. And If I had the service disconnected there would be a $150 charge. Received a call today from att asking why I wanted to cancel the service? Are you kidding me? We got disconnected because I was driving. Call them back Maria ID#151042 informs me that $98.63 is the best offer they can extend to me for being a loyal customer! And possibly I was mistakenly given a quote for new service which be $67.00 for the Extra package. So being a customer of Direct TV since 1987 gets you the Loyalty reward of paying more, being lied to over and over again. There is absolutely no accountability for these people and no moral compass.
My suggestion to anyone considering Direct TV to do yourself a favor and never get involved with such lairs, manipulators of facts, and extortionists. They document or do document facts to fit the situation so the customer falls victim to the switch and bate tactics.

AT&T are a bunch of worthless money hungry zeros who have no understanding or caring regarding their "long term" residential and wireless customers. I have been with them long enough to witness them lose any resemblance of a customer concious providor.
I strongly suggest ALL current individual and family account holders get away from these vermin as soon as possible. Maybe then they will open their eyes!
Best part of their day my backside!

On 08/13 I contacted ATT and requested assistance with lowering my bill. The representative I spoke with advised of specific promotions that could be applied to my service and offered services for 1 year.

Home Phone: $25
Internet: $30

I contacted the office back on 08/17 regarding my services and was advised there were no notes in regards to my previous discussion. I attempted to explain my concerns to two representatives who placed me on hold in excess of 15 minutes. One representative also advised in order to have a call pulled a request would need to be placed with corporate and ok'd by the president.

I called back a 3rd time and spoke with Aries (A0719K) who advised he was unsure of what had been previously communicated however would transfer me to someone who could assist. He transferred me over to John (JT287X) who could assist with my direct TV however was unable to locate the promotions regarding my phone and internet.

I have been a customer of ATT for several years and have changed all my home services to your organization. I have NEVER been treated so disrespectful as I was with the first two representatives I spoke with today. From not taking my concerns serious to placing me on holds in excess of 15 minutes. I would like to see something come of this as I am still very disturbed by the service.

Please contact me to further discuss this matter
Regards
Earnestine Poe
[protected]
[protected]

I might understand if the technician was unable to solve a problem with a non-AT&T piece of hardware, but after several hours and their taking remote control of my PC, they were unable to open the ports on their own AT&T router!

I was told when I purchased the service that I could cancel if they were unable to fulfill their end of the contract, but when I tried to cancel, they informed me I would have to pay the remainder of the 12 month commitment! I argued with the lady in Billing ("Anna") for a while, with no luck. She said the technician wrote in his notes that he had successfully forwarded the ports, which he absolutely did not. He told me he had done all he could, and I would have to go elsewhere.

So I purchased Port Forwarding Utilities and that solved the problem for me ($40).

But AT&T continues to insist I pay for this service they obviously cannot provide ON THEIR OWN EQUIPMENT!

The City of Margate City Manager's Office received a complaint of an AT&T subcontractor being verbally abusive to resident [removed], at [removed]. She had expressed concern for the pole in the yard being a hazard to her young grandaughter as well as, as owner, being responsible for the safety of the swale area. Per Section 35-0.3 of our City Code, adjacent property owners are held responsible for swale maintenance including safety. She can be reached at [removed] or by email at [protected]@icloud.com. Attached are pictures of the work being conducted and the vehicle of the subcontractor.

 I'm writing to let you know that I was scammed by an AT&T Representative. I called August 8, 2018. I wanted a 45$ a month prepaid plan. I had just stopped
service with Straight Talk. AT&T Service was set up on my iPhone 6s
Plus, and I thought all was good. I had perfect reception with WiFi in my house. As soon as I went anywhere without WiFi, I would get the error message " Data cellular network not working. Can't connect to carrier". I must have called 5 times daily till Saturday. Finally called AT&T again and a nice rep told me he was so sorry that I had such a bad start with AT&T and sent me a 7 plus iPhone with a new SIM card thinking that would fix the problem. I was so appreciative and excited to get a new phone, and have a working phone. Well- after I got the phone the same error message came up. I called once again, they activated phone and said it should be good to go. It never did work. So- I packed up the new iPhone 7 Plus and sent it back to you yesterday. I even tried to get prepaid AT&T Card and had already scratched off numbers and they said I would have to be an AT&T customer for a year to do that plan. So, I just wanted to let you know all that I went through and of course they wouldn't accept the AT&T prepaid card back because it was already scratched off. $45 that I lost from that.
I ended up going back on Straight Talk for 50$ to get back with them and have had no trouble with my wireless service.
I did try to come back with AT&T, but this was the last time.

I just found out that Direct TV separated my billing from AT&T internet after it was set up as a combined statement. After 5 weeks of dealing with them about what happened, they told me this I was never informed of this action nor was I contacted to pay this separate bill until after my service was shut off for nonpayment. I asked how can I pay for a bill I have no idea existed, AT&T chose to change my billing process months after it was set up then never sent me a statement. I now must pay for a mistake that I did not create, my lawyer told me this is improper business behavior. So how do I deal with a company that does not understand ethical behavior?

We have our cell phone account with AT & T and recently started getting data overages for no apparent reason. We hadn't made any changes in using our date and our plan hadn't changed. We tried to resolve over the phone with no help - only another $15 overage charge every 4 or 5 days.

So we went into the local AT&T store to try to resolve. Before we even got to talk about our data problem, the young man was trying to sell us Direct TV service. It sounded like a better deal than we have with our local cable provider, Cox Communications. He also quoted us a very good rate for internet service.

We agreed to change our data plan to one that was unlimited but slower speed after 5 GB and also signed up for the tv and internet. However, when we arrived home, I realized that we had no contract, no paperwork that stated the terms which had just been offered to us. I was uncomfortable having no details in writing.

So we went back to the AT&T store in an attempt to obtain written confirmation of our agreement. The original salesperson was busy with another customer. After waiting 20 minutes or so, another sales rep sat down with us to try to help. He quoted entirely different prices for these services. They were going to be at least $60 a month more than we had agreed upon.

Then we were really concerned about having nothing in writing, so we scheduled an appointment for a couple days later to speak with our original salesperson. At that appointment, he said he was unable to print out a written contract detailing our plan but he hand wrote our original agreement on a piece of blank paper. No letter head, no name, no date. It was meaningless as a contract.

We went home and looked up customer service for AT&T and discovered that many others had had similar problems. So we decided to cancel. Our sales rep at the store told us if we decided to cancel, it was no problem. The installation people would call to confirm the appointment before they came, and if we declined to do the installation the order would be cancelled.

Wrong! We didn't receive a call, only a text. Two or three times now, my husband has refused the installation. I called the AT&T customer service line and was told I had to wait to speak with someone in the 'cancellation department'. I was on hold for 35 minutes before I had to move on to do other things and hung up.

We were hoping that maybe since there had been no installation, that our account was just closed. No such luck. Today, I received a Customer Service Summary detailing our account and charges. The date today is August 13, 2018 - the 'Summary' stated that our service started on July 21, 2018. Our current bill is $87. I told her, "NO WAY was I going to be put on hold like that again!" But she said she was not authorized to cancel my account; I would have to speak with the Cancellation Department. She said she would be me through on a 'direct line' so my time would not be wasted!

I have now been on hold over an hour. I have a feeling perhaps they've gone home since it's now after 5:00 - but apparently they don't have enough respect for their potential customers to even communicate that.

We are planning to go back into the store tonight. I may leave my phone on 'hold' with them until we get there. We will never do business with AT&T again. I have never had such terrible customer service in my life.

I had an install scheduled for today, let's discuss issue number one it took almost a week to get this appointment. Series of questions asked by sales rep is this a apartment or Home and how many DVR's I wanted, I said a home and 4. Technician shows up with a tag along by the name of Shree Evans who was useless to tell me there is a DVR shortage and no ETA on when they would be in . Issue number two the tech says the box they need to access to install service at MY house is in a neighbors yard not even living on my same street and guess what as most blue collar Americans they are at work ... surely they didn't take off work or leave someone at there house over the age of 18 for MY scheduled installation but guess what maybe had any of those how to prepare for your installation calls, emails or text indicated that since I'm in a home (which I answered yes too upon placing the order) I could have spoken to my neighbors and gotten permission to access their yard for my cable .. Issue three you re-schedule for Wednesday the same damn time frame as today well guess what genius my neighbors are still going to be at work.. What needs to be done is a technician needs to come by out this afternoon to finish what was started .

Called Direct TV to order service on Wednesday 08.08.18. Gave all information required, including checking account number and was ready to schedule installation. They could not come on the original date requested and I informed the agent I would need to cancel. She (should've gotten her name but it was hard to understand her) stated it was ok that once the order was processed she would transfer me to another department who would guarantee the date I needed. I didn't believe her and requested 3x to cancel the order as I did not want funds taken out if the dates wouldn't work. She stated the order was canceled.
Friday 08.10.18 $199.00 was taken from my account by ATT. Called them, was transferred 6x on the phone over an hour. ATT insisted this was a Direct TV issue, Direct TV said ATT took the funds. Neither could clearly explain why or how this happened. Last transfer I requested a Supervisor or Manager. Agent sent my call back to the main menu for selection.

I went to the Yukon, Oklahoma store to add a line and get a sim card for a phone I already own. My information was taken and was told it would be 20-30 minutes. No worries, I can wait. Five minutes later a new customer enters the store and proceeds to get skipped ahead of me in the ATT que system that everyone abides by. I ask why this customer was moved ahead of me and was given the response my manager told me to take him. I asked to speak to the manager, who was the same person who checked my into the que system. He said that it was a management decision and not to worry. This is not how a que system works, no matter how big or small the issue with the customer the Que is the Que. He begins to say that because the customer had a billing issue that superseded my reason for being their. I said that he was their after me and was still working on his issue making me wait even longer. Again, he said it was a management decision and not my issue. At this point I say to Joe the manager that he needs to service the customers that came in before him. He said that he passed off this customer to go to bathroom do to "Stomach issues", I told him I did not need to know of his bowel movements and just wanted to have my phone added to my account. We both begin to metaphorically but heads. He then begins to say that he wants me to leave the store and he was " Calling the Cops". I have never in my life been treated so terribly by a company that I pay each month. I have proudly served my country and became disabled in that process. I truly felt disrespected. I ask that the District Manager or the Store Manager please take action on this situation. My wife was with me and she felt so embarrassed in how we were treated. This what really made me mad.

AT&T has taken over Directv and they increased my bill without notice. It was 60.24 /month with no additional services... increased to 100.99/month. I called to rectify, then complaint after being transferred 3 times from Mrs Lucer, Mr Randy, then Mrs Ella. Basically they told me to go pound sand . I cancelled my service (7 year customer). Luckily I have Spectrum on my internet and will getting TV with them.

On July 7th I requested cable and internet services from ATT/Direct TV. The original installation dates were to be July 13th and the 19th. I received different email confirmation dates for the 19th and the 20th. No one showed on any of these dates. On the 20th an hour after the appointment window had expired I phoned customer service and was met with insincere apologies and instructions to simply wait. I waited until 9:30pm where I was told the technician stated he/she made contact where no contact was made. This technician, I found out later placed my order on hold for inability to make contact, a customer service agent was supposed to contact me regarding the hold being placed on order and of course I was never contacted by anyone. I again rescheduled for the 27th where again no one showed up. I contacted someone again by website who promised me someone would be there on the 3rd of August and here we are on the 4th of August and no one has showed still. I have taken the liberty of cancelling this order and will recommend that no one ever use your services. Just for information purposes the original order ID# is [protected] the installation order # is RV6-1133472 and the account number is # [protected]. Although I am pretty certain by the way every thing has been handled so far nothing will be done to accommodate me for the time lost and at the fact I still do not have cable or internet services. Thanks for nothing guys, really disappointing.

in may 2018 I moved to a new address, schedule with at&T to have my services moved on date of this they told me that they do not provide service at my new address and cancelled my accounts. since then I have received a bill every month in June I received a bill for services rendered called in and got that resolved (they charged me because they did not close my account properly) at the end of June I received another bill for equipment that has not been returned (equipment was returned to there office via their instruction with the smart label they provided on June 2 already). I have since then called them more than once spoken to every possible department / person to have this resolved in July I call again after I received another bill (after they confirmed they have the equipment and it was an error on their side) escaladed the matter gave them all the tracking number and was told that within 10days if it is not resolved somebody will call me (nobody has called me) today 8/4/2018 I received yet another bill stating that they have not received the equipment called again (was on the phone for 1 hrs. and 55 min) spoke to 4 different departments to get told by a rude lady that they don't have any tracking number or equipment and that she will have to escalade it again to the back office for them to call me and get this resolved. I have never in my life experience this total lack of not giving a [censored] and attitude of its not my problem from a company. I follow their instruction send the stuff back with their tracking label and I can see according to the instruction on their tracking label to equipment has been received by their office but they can not see this nor do they even have the decency to call you back to get a matter resolve after months. I have yet again been told they will look into it and somebody from the back office will call me back. I did everything I am suppose to but nothing get resolved and I keep getting past due letter and being showed as a late or poor payer on my credit because at&t can not and will not do their job. worst company every

I had to sell my home and cancel service where I had the ATT Bundle fiber option Inet and phone and direct TV . After having the service for more than 4 years they are charging me a $340 cancellation fee even though I can get the bundle service in my new location. After 9 months of phone call and promises to fix the fee they are turning it over to collections. Bow I plan to cancel my ATT cell phone service I have had over 10 years, now they will lose more than $1200/year of income from me to try to charge me the $340 fee, not very smart.

They also are telling me they that I owe $140 for non returned equipment which I have proof from UPS was returned 9 months ago. (UPS Tracking A6671P20171122152051) which has the serial and model numbers to the equipment. I am tired of the run around and waiting on hold, they pass you around to different numbers 6 times in 3 hours without any help and more runaround. My wife usually handles the bills but is too stressed out after trying to get it resolved she will not call ATT any longer, now it is my issue. This is the worst company I have ever dealt with. Call Keith [protected] if you can help.

I have been with AT&T since 1993, never missed a bill, and have my entire family's wireless billing ($200/mont) and bundle of U-verse/internet/phone x over 15 years.

6/4/2018 - due to high cost of wireless service I was going to move my family to Sprint/Verizon. I was referred to retention department and told I can buy iPhone X and get iPhone 8 Plus for free without getting a new line. And also I would not be charged roaming fee to Canada/Mexico (I was going to Canada this week)

6/24/2018 - when I returned home I took my new phones to AT&T store location @ 3300 Dallas Pkwy #100 Plano TX 75093. I spoke with Lance McLaughlin whom I worked with for over 5 years and he told me I have a new line (need to pay full price for iPhone 8 if I don't keep this new line), I will be charged for the phone x 3 months, and that I can activate my iWatch for $5/month. On the phone with AT&T agent, I was also told if I decrease my plan my plan would be cheaper by $40/month

7/20/2018 - when I got my bill, my bill went from it's usual $200/month to $350/month! After hours of calling customer service, I was told there is a new line, iWatch is $10/month, and that my new plan with 4G less is $10 cheaper not $40/month and that Canada and Mexico was NOT included and even though my phone was off I got charged 50cents/text and roaming fee. I was then told by "Rose" that I would get $100 credit for ALL the lies I have been told.

7/24/2018 - when I didn't get my credit, another supervisor told me that I will not get my $100 and EVERYTHING I was told above, NONE of the things happened. As a consumer, I feel defeated...these conversations are recorded and notes are written, I have never been told so MANY series of lies and been treated like "abc" but "xyz" happening. I realize I am only ONE consumer with AT&T, but after being told my both retention and loyalty department, MANY MANY misleading information then to be stuck with a bill about $150 more than I was paying...and to waste hours of my time, I have no recourse but to elevate this in every way I can. I am sure that I am not the only one, but I've never experienced so many series of lies and there being NO accountability whatsoever to what I was promised.

If anyone out there knows how I can elevate this, please let me know.

After 12 years of being a good customer thru all the changes and problems att deceived Us and change our plan without notice . We were on a plan they wanted to stop because we did not agree to terms . My suggestion is NOT to agree to anything, they have the choice, if and who should Mediate any difference . They choose someone they support and make donations to. So you have no say or word in anything . I understand AT&T has gotten bigger in 12 years but my payments did not stop for 12Months x 12 years= 144 Months ! What Do Most Business do for good loyal customers that have been loyal for 144 months . I Know what my company does everything possible to keep that Good Customer! Not AT&T They could careless!

Last week, it took around 3 hours to get help with getting a better internet deal! Today it took about the same amount of time trying to get my new wireless device connected. The website kept saying that it could not find the number for my device so I got on Chat. OMG, after 2 and a half hours, it has not been taken care of! At one point, I was told it was activated but he had to connect me with technical help...I waited, then the chat disconnected. Then I had to get back on and repeat everything and wait and wait!

Had a service technician appointment for 2 weeks now first time technician never came but said he did so they reschedule my appointment for a week later now they come today and have the wrong order called at&t to get the rite order number technician said he would be back and just found out that they reschedule me again for another week away called customer service and they said there is nothing they can do will have to wait for my scheduled appointment but I have no clue if they will show up or not or reschedule me and not even tell me worst customer service I have ever had would not recommend at&t or direct tv to anyone

Tv and internet fine; no dial tone on phone. Tv troubleshooting reboot unsuccessful. Customer Service (Joyce) tested & said defective modem & new one to ship for arrival tomorrow; customer must install and drop off old one at UPS. Find we pay for in-home service & called to advise; recording said we scheduled tomorrow for technician visit - WHAT? Live person said NO and could not send tech for 4 days; talk to Loyalty (disconnected during transfer & had to call AGAIN) who said nothing could be done & try Repair (again disconnected first) which said nothing could be done because modem had shipped (one-half hour since first call). Pointing out the several versions presented, was promised that supervisor (Howard) would call in next 60 minutes; call from AT&T rang once & hung up with my call to listed number found to be non-working number - guess that Howard did his job and called! No further word while text message said that modem was shipped.
If customer installation fails, should customer call U-verse (2-1/2 hours today) or just phone Comcast? UNBELIEVABLE!