AT&T
Reviews and Complaints

I signed up with AT&T / Directv there was a special to get $200.00 if you keep there services, But I was told the person that hooked up my cable did not turn the paper work in so they were sorry but would not honor there agreement. Also everytime I try to call about a problem I never get it taken care of because the people that are in there service department can not take care of any problems. All they keep saying is I understand and I'm very sorry. I would not have guessed AT&T would have treated there customers with such disrespect and lies. I will never never get AT&T phone services and when my contract is complete I never want to here AT&T / Directv again.

I called ATT in June to see if they could offer me any deals that would reduce my bill. I was offered a $5 monthly discount! I then found another provider, Xfinity, for my television and internet service. I not only have a lower bill but I have better service, more options and I added a home phone! I canceled my service with ATT and DirectTV (call #1) as of July 15, 2018. I was THEN offered a reduction in my bill of $60 per month, I was shocked and asked why they didn't offer me this deal when I called a couple weeks earlier!?! I refused the offer and was told to take my equipment to a local UPS or FedEx store and they would return it for free. There are no UPS stores in my town but there are FedEx stores so I loaded up my equipment and drove to 2 different stores only to find out they didn't handle returns and I would have to go to the FedEx shipping center. I haul my equipment to the FedEx shipping center to then be told they do not do ATT or DirectTV returns! I called ATT (call #2) and informed them of what I had learned and I was told to take it to the next closest UPS store which was 30 minutes away. When I refused to drive that far to return their equipment they agreed to send me a mailing label. The deadline for my equipment return was almost up, and not wanting to be charged for failing to return them, I called ATT (call #3) and informed them that I had not received a mailing label. They agreed to resend a mailing label and extended my return date to August 10, 2018 so I would not be charged. I called DirectTV, at this time also, to explain what was going on and was informed that DirectTV didn't need me to return the equipment I had from them because it was too old, they didn't use or want them any longer! August 10th rolls around and still no mailing label! Another call to ATT (call #4), explain my situation again and ask to speak to a supervisor. I was told that a supervisor would not be able to help me!?! He would send me another mailing label or I could go online and print one myself. He would not extend my return date any further and I would be charged for not returning my equipment on time but that could be reversed when I did get it back to them. After much insisting, on my part, I was finally told that he would get a supervisor on the line for me. No supervisor available but one will call you back! You guessed it! NO CALL BACK! Went to att.com to print my own label, yeah, that didn't work either! I searched their entire site and could not find a link to print a mailing label! Just got off the phone with ATT (call #5), after having to insist on speaking to a supervisor again, I was connected to Mark. Mark tells me he will send me another mailing label, label #3! I asked if I could return my equipment to the local ATT store, "yes, they will take your equipment for you"! A month and a half later and I'm just now being told this and only after I asked! But he was more interested in informing me that a had an outstanding balance on my account of $299 and change! What!?! It was a combined bill from ATT and DirctTV and I needed to contact DirectTV to get that taken care of! What!?! Combined bill!?! I have already received a refund from DirectTV for an over payment! I had DirectTV service for 8 years and when we decided to add ATT internet we were told they would combine our bill, to save money each month, but never did! I talked to them about that too, years ago, but they refused to do it when they realized the tv bill was in my name and the internet bill was in my husbands name, same last name and same address but no deal! So I asked how I now have a combined bill, that I didn't even know about! He said when my husband called in June that he had them combine the billing!?! WHAT!?! My husband has never called ATT, the bill was in his name because they came to our home (door to door) and offered us the deal and put the bill in his name. I informed Mark of this fact and that I was the one the ATT representative talked to and I told them "NO, DO NOT COMBINE OUR BILL" several times! They did it anyway!?! Without permission! I then asked to speak to Mark's supervisor, he "doesn't have one"!?! WHAT!?! Do you own ATT? Because if you don't own ATT then you have a supervisor! Right!?! Nope, according to Mark, he is not the owner of ATT but he does not have a supervisor! I was told to go to att.com and print a complaint form that I could then fill out and mail in. So back to att.com! AGAIN, I am unable to find a link for what I was told would be there! I COULD NOT even find a link to make a complaint on their website!

My advise to anyone looking into ATT for their tv, internet, phone, etc...KEEP LOOKING! ATT is a joke! You WILL NOT be able to get resolutions to any issues you have! This happened when I still had their service also!

I have been a long time customer for the past 20 years. We decided to change our service due to no service when our truck broke down. We switched on the day that our next billing cycle started and even went down to ATT store and spoke to the manager. We received a bill for over $185.00 I called and spoke to a supervisior about the charges that it was on the next billing cycle. He said we owned it for the full amount due. I told him we will not be using the services for that month and they should prorate it since we canceled on the day the next billing cycle. I said I don't think that I fair since I no longer have the phones and why should I be paying for that following month if my not using there service. They said since I canceled on the DAY that the next billing cycle started I still owe for the following month. BUYER BEWARE! The manger at Eagle location said I should be fine and that they would prorate the bill! I guess they were lying! ATT are ripe offs and I plan on NEVER going back!

Due to no cell service available at new address, we were forced to change carriers & AT&T was very slow in locking a device as the computer said a balance was owed yet live people said no balance was due. I was supposed to get a call on 8/23 saying the issue was resolved & the phone would be unlocked yet as of 8/25 nothing. Placing a phone call again (& on hold for over 20 minutes) the rep said I would get a call tomorrow(8/26) & would email me the ticket #( not happened) I wait with baited breath. Needless to say, living in a rural area has challenges, but this is ridiculous as all it should take is a flip of a switch by a human to resolve this.

My ATT Mobile Account number is: [protected]. My name is: Edward C. Norton. My complaint is as follows: I closed my ATT Account on April 2, 2017 and paid the final billing. ATT informed me that I did not pay my final bill. I disagreed and asked for ATT to provide additional information; however, ATT did not provide any further information. After a very long time, I contacted ATT for the status of my closed account. After several telephone calls made by me to ATT and their Collections Department, ATT provide an explanation for my final billing. Upon notification of my final billing of $166.64 with a "amount due in full by: July 19, 2018, I paid the full amount of $166.64 on July 6, 2018. Upon paying my $166.64, I requested that ATT contact TransUnion Credit Reports to remove their derogatory information pertaining to my ATT Account. ATT has failed to do this. I disputed this derogatory information with all three credit reporting companies. I was successful with Equifax and Experian with their removal of this derogatory information; however, TransUnion will not remove this derogatory information on my ATT Account because ATT failed to report my ATT Mobile Account was paid in full and closed. ATT should remove their derogatory information on my ATT Account immediately.

Edward C. Norton

AT&t Wirless has the worst Customer Service ever. Their managers needs to be retrained. Wheres is the loyality as they use for their slogan. I advise anyone to please stay away from AT&T they are the worst out there. I've called in every month because of my bill being wrong . Today I'm on the phone with them for 3 hours. No one able to help me. Requested for someone higher up at the last person released the call. Seriously want to cry right now because i left Tmobile with no less problems. AT&t add more fees to your account every month. Requesting fir higher up to contact me ASAP. I've spoking to Jay, Raul, Edwin and other employees who didn't want to provide me their info. Truly unexceptable.

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