AT&T
Reviews and Complaints

I have been a loyal customer with AT&T for last 4 years.Last week I had a very bad experience with sales person at the AT&T store at 2427 Rowlett, 2202 Lake view Pkwy, suite 104.The sales person who cheated me is Ryan Green. I went to the store to buy two pre paid connections. When we went in and inquired the price to compare the prices, Ryan asked my AT&T account details and after looking up the account he said it will be cheaper for me to add two more lines to the existing account and he can waive the activation fees for the new lines as I already had 4 lines and AT&T has 4 or more phones discount. Since I had my own device I purchased two SIMS and got two new lines added to the existing account. Ryan gave me a bill with no activation fees and told me that he has entered all the details in the account, so I should not be getting any extra charges and if I get any charges I should come back to the store with the bill and he can settle it for me. The total increase in my bill should be around 40 dollars for both the lines . He told me to take unlimited data plan as I have 7 lines and it will cost me only 40 more dollars. When I received the monthly bill there is an increase of 297 dollars which included activation fees for both the lines and 96 dollars per line. I went to the store and asked as Ryan had told me I was greeted by the store manager Bree and she told me that Ryan has no right to say that no activation fees will be charged. He had changed my existing plan and started a new plan and when asked if I can continue with the old plan I had, they said that plan does not exist any more and so I will not be able to go back on it . Bree was very rude and ab noxious in her conversation. She spoke to me very rudely. Ryan Green who was in the store at that time said he did not say that there will not be any activation fee and he did not change my plans. When I showed him the bill which he gave me, Bree said she can only apologize, but cannot do any thing. These sales people are clearly cheating the customers by not explaining things well, especially the charges. I could have just bought 2 pre paid phones and not get all these extra charges and loose the plan I was using. Can any one do some thing about these types of cheating?

In December 2017 I was given an order reducing my internet to $20.00 per month for 12 months. Order #[protected]. I've made several calls to AT&T asking why my internet bill is $36.00, each time I'm told it takes a few months before it will show on my bill. As of today it still shows $36.00.

I've filed a complaint with Comsumer Class action and a collect agency to recover my money you keep charging me. I also want my bill reduced to $20.00 as shown on your document. Your order states the following "AT&T high speed internet elite...$20.00 per month for 12 month(s), then $54.00 per month". Your document doesn't state, list or show that the $20.00 is OFF $54.00.

If you continue to give me the run around I plan I seeking legal action.

You may contact me at [protected]@sbcglobal.net, or call [protected]

PLEASE ACKNOWLEDGE RECEIPTS OF THIS EMAIL

On May 18, 2018 I called to cancel my U-verse Cable Tv because of rising costs. One day later I ordered Att Direct TV. I made it clear that I wanted to cancel U-verse on May 27 and have Direct Tv installed as soon as possible after that so we would not be without tv service for an extended time. They scheduled the Direct TV installation for May 28th even though I brought it to their attention that May 28 was a holiday. They said they did installations on holidays and that an install would not be a problem. Today I called and spoke to Brandon ID# BA417H and he assured me that they would be out on May 28th. After speaking with him I received a text saying my service appointment was changed to May 30th. I called Att and spoke to someone named Okerri ID#OM1204 and I was placed on call for a very long time and they did not resolve my issue. I asked for the Corporate Office# and no one would give it to me. I spent all morning trying to receive help. I called back two more times and a Rep. told me that she was rescheduling our U-Verse Disconnect so that we would not be with TV service between the time of our new Direct TV installation and the cancellation. I currently have Cellphone, U-verse TV, Phone and internet service with ATT and I am supposed to be a preferred customer but I was treated as though they didn't care at all. If this is not resolved to my satisfaction I will have no choice but to go back to Comcast.

Our internet services has currently been down for a day and a 1/2 and counting We dispense life saving medications and cannot get in touch with anyone at ATT who seems to care . We have lost several customers due to not being able to feel emergency meds . It has cost us customers and extra labor . We would appreciate some kind of assistance . We are drowning and no one seems to care .

Dear Sir/Madam,
I have a complaint about your internet and most of your support people, especially the ones associated with the internet.
In the middle of February, 2018, I contacted one of your representatives about a TV and Internet connection. I spoke to Josh. He gave me a quote of $96.11 per month for both TV and Internet.
I agreed to the price of $96.11 per month and Josh said that someone would be out to install the TV and Internet services.
With-in a couple of days, a guy came to my home and installed a dish antenna and set me up with basic television. I asked him about the internet and he said, he knew nothing about the Internet and that I would have to call AT&T to get that set that up. That is when the horror show started.
I called AT&T and told a representative that I needed my Internet hooked-up and that I had spoken to Josh, a representative and got a quote of $96.11 for TV and Internet service. I was then passed around to several people and repeated that I needed my internet set-up. Finally, after about 1 hour, I was passed to a person who asked me my password. I told him that I did not have a password and no one have given me a password and asked what is the procedure to get a password. He said that Josh should have gave me one, which he did not. I told him and so, he then transferred me to someone else and he or she said (I had talked to so many of your associates and/or representatives, that I don't remember if it was male or female) that I had to have a password. Guess what, I was transferred to someone else. After 2 or 3 hours of being passed from person to person and even getting hung up on several times, because the person I was transferred did not answer or the connection was terminated by someone at the AT&T end, I gave up for the day.
The next day, my wife called and went through much the same thing, being passed from associate to associate for hours and getting exactly nowhere. To make a long long story short this went on day after day, hour after hour for four days, my wife and I taking turns and could not believe the total incompetence of the associates. At one time I asked one of them if anyone there knew what they were doing, they hung up on me.
I needed the internet for many reasons and was getting very frustrated. I had been with-out a internet for over a week, ever since I had moved into my new home and I urgently needed it for financial reasons since I do my banking and bill paying on line.
Finally, after 4 days, I got someone who said that the only thing he could do was send me a hot spot internet box at $61.00 per month. I told him that I had already been promised a TV and Internet for $96.11 and he said he did not know about that. He said that would give me 25 Mbytes. I asked him what that meant, he said that should be plenty and did not answer my question. I have found out later that none of the associates knows what 25 megabytes means.
I was desperate, so had him send it to me. That is when the horror show started.
It was shipped to me on February 22, 2018.
Then, I started getting the bills. In March, I got a bill for $159.97; I paid that. My second bill in April was for $274.05, this is a little more than $96.11 as promised by your representative; I received this bill on April 6that which time I had the internet immediately cancelled on April 6th at 8:00 pm. I paid that bill. I then received a bill in May for $115.13. My wife called and asked what was going on with the bill, saying that it had been cancelled. The representative said that we had used $60.00 worth of internet added on to my previous charges.
I had the AT&T internet for exactly 44 days. My charges for the internet alone were $386.51 for that month and a half. There has to be something wrong with the readings, especially since I was promised both the TV and internet for $96.11 per month. When I first started trying to get the service, your represented responded to my question of how much internet I would get and he said 25 Mbytes. I asked him how much that was and he said that it was plenty and gave me the impression not to worry about it.
I felt misled several times on the TV and Internet bundle at $96.11 and what 25 megabytes is when referring to the internet and they could only give me a hot spot and not use a dish.
I believe my charges are way to high for what I was promised and was delivered.
Leroy W. Dungan

I called toll free number to complain about billing and and easy pay services — was talking to angry customer agent — about adjusting bill and getting a paper bill — it has happened before and almost feels like a scam to me — when this happens once it could be a mistake but 3-4 times it doesn't seem like a good business practice — I used your virtual agent and resolved the problem — could you explain why we are being submitted to overseas agents that don't understand how to explain in the terms we use to communicate — we pay for their services and the customer should be respected otherwise they will leave and go to another service — you have a decent product but so do others and I keep records and statements — just a note - have asked for a paper bill coming in mail to me — so I can verify account and notices of changes in account — never got one — why? You solicited me through the mail where's the bill? Please send me explanation and help me understand - multiple mistakes with direct tv and programming with bills and statements and promises never kept when talking to service agents — nfl sunday — sports package programming — satellite malfunctions and programming issues — if your emails are miscommunicating your product fix them — if not, don't lie and say we'll make it work and don't — the sound of a dissatisfied customer is a click as the phone stops working — try to fix this — francis schneider — a concerned customer — [protected]-home — [protected]-cell - I was a former arbitrer for usps and a union rep — I understand mistakes please fix this — thank you

I cancelled u verse 26 feb 2018, returned equipment the next day (they knew equipment was en route because it was scanned as such at ups). March 13th my bank account was charged for services not available. I knew I would be prorated for unused prepaid services... But why would I be charged for services after cancellation? Their customer service never placed the cancellation! I even received a bill for april! I had auto pay... Never late... Their funds were always paid. I had to personally terminate auto pay so they couldn't siphon more of my money. Now I have to wait endlessly for the $557.47 they owe me? They collect interest until that check arrives and is cashed. They say they can't direct deposit to account on file? [censored]! I want my money. Right now... Today is may 23 and their check supposedly has been in the mail since 15 may. Maybe I should demand that interest they collect.

On Sunday, 5/13/18, I assisted my college age son in setting up internet service for his new rental home. I did internet chat about the best package as he doesn't watch TV but needs unlimited internet access. I ordered the Internet 100 package & was told I had to call the toll free number to add the unlimited package. I finished the online order, then called the toll free number only to find that it had to be during the work week. Set up date was established as Wednesday, May 16, between noon & 4 pm. This was my first frustration - that I couldn't add the package online, & had to call a weekday only number. I called on Monday, 5/14 & spoke to Joshua who said that he didn't know why they told me that adding unlimited data required a second action. For my inconvenience, he waived the installation fee which was greatly appreciated! My one & only bright spot in this unfolding fiasco. Joshua confirmed installation on Wednesday, 5/16, between noon & 4 pm. My son does freelance work, and of course only gets paid if he is working. He took a minimum of 4 hours off on 5/16, and you guessed it, no one showed up. I called At&t and was put on hold "for just a couple of minutes while they tried to get answers". Repeatedly coming back on with no answers & circular talk which said nothing until I asked for a supervisor, Allison. That call lasted one hour & 2 minutes which required me to use benefit time as well. So, now my family has two people whose jobs are impacted by At&t incompetence. I was never really sure where the "glitch" was from my discussion with Allison. She told me there was no ability to get service installed before 5/21, noon to 4 pm; installation could take 4-6 hours. And yes, the logic here, if you follow it, is that the technician could arrive at 3:45 pm and be there until 7:45 pm to 9:45 pm. We scheduled for 5/21, as my son had commitments which could not be rescheduled & there is no family or roommate within 3 hours who can assist. So, again, he is missing out on a minimum of 4 hours of work taking the total financial impact of At&t's ineptitude up to 9 hours of missed work. Despite a clear statement that no one was available (including AT&T, if Allison was accurate), my son received a call at 8:45 am, on 5/17, stating they would be there in 20 minutes. 1) we clearly said we were unavailable the mornings of 5/17 & 5/18, 2) At&t Alison confirmed the 5/21 installation date, 3) it's St Louis, so even if we could have done it, most people have left for work at this point & are unlikely to get back home in 20 minutes. So, we will see if At&t keeps their commitment on 5/21. I'm not hopeful. The total cost of this fiasco is $320 (8 hours at $40/hour) for my son and $56 for me (one hour of my work). The $376 is about 4 month's of At&t billing. I expect some form of credit to his account in addition to the installation fee waiver for the complete disregard for other people's time & livelihood. Allison could not tell me where to take my complaint so I am starting here. I will be posting this information in as many forums I can as my fury & disgust over this have not dissipated since 5/16. I have never been an At&t customer and do not plan to be one. I expect that his service with At&t to be above reproach after this horrific start.

I used to have AT&T about 8 years ago. I had all sorts of issues with them including charging me too much every month and me having to call them to get the correct bill amount. I finally decided to give them a try again since it's been so long and things change. Boy was I wrong in the worst way possible. I called to have a tech come and set up service over a week in advanced because I am moving into a new house and needed it installed before I moved in due to needing the internet for work. The time frame they gave me was ridiculous in the first place, 12:00pm to 4:00 pm. My husband had to take off time from work to drop me off to the house which is empty. I had to wait in the empty house for 4 hours with my 3 year old daughter, just to have no one show up at all. I get a text saying they will be late and saking if I want to reschdule (no I don't want to reschedule, I made an appointment in advance so I could plan my life around this crazy 4 hour timeframe they give you) or if I want to wait. So I chose the option to wait. 6:00 pm, still no one here so I call customer service for them to tell me my appointement is pending and someone will be here. Basically the most obvious and useless information. So I ask if they can contact their dispatch to find out when and they say no multiple times, that all they know is it's pending. So I wait 2 more hours. 8:00 pm. Still no one, and I call again and literally get the same information. I ask multiple times for them to connect me to someone who can contact the techs and they say there is no one. So I wait another hour. 9:00 pm I decided to try chat with my cellphone and someone tells me they've been laying down lines and will call me soon when they are on the way. They straight up lied to me there was no way that made sense but I said OK and waited until 10:30 and finally called again and the customer service rep actually called the dispatch center that was now closed (and the other reps should have done that in the first place) and said no one was coming and I would have to reschedule (Why? so they can not show up again). Then I find out they wouldn't have anyone available until about 2 weeks later! I didn't even get service started yet and they acted like I didn't even matter. What is the point of an appointment system if they don't even show up? A ridiculous appointment time frame as well. On top of that their internet speed only goes up to 25mbps for the same price as xfinity's 100mbps speed.

So Basically, I sat in an empty house for over 10 hours, with my 3 year old daughter for 8 hours (she went home around 8:00 via her dad because he finally got off work), was lied to by multiple customer service reps who didn't even want to take two seconds of their paid time help me find out if techs were coming or not only to be finally helped by someone when their dispatch office was already closed. This is the most horrible customer service experience I've ever had. I understand issues happening (and this one was a huge problem) but, I've had problems with them in the past so I feel like I have a right to review this company negatively.

I found an offer on AT&T's website for a prepaid cell phone. I was getting it for my 7 year old grandson. I went through 7 different customer service reps. I kept asking for a supervisor and was told I didn't need to talk to one, they could help me. I first ordered the phone on the website. Because I live in KY and my grandson lives in OH, they cancelled the order because my CC didn't match the address. Second time we ordered through the website, the rep told me my daughter could go to the store close to her and get it. And I could pay with my CC over the phone. My daughter called before going to the store and the manager told her he wouldn't honor the deal of 59.99 that it would be over $100. And he wouldn't take my CC over the phone. I called AT&T customer service and was given the run-a-round by 4 different reps. I was told I'd have to order it on-line, even though it wouldn't give me the sale price. The reps were very rude. I told one lady I would just take my business elsewhere and she said go ahead. I finally found a refurbished phone (by mistake on my part) for the sale price I had seen. I went ahead and ordered it. I did not want to get a refurbished phone. My husband has decided he wants to upgrade his phone but I won't be doing it through AT&T. What happened with helping the customer? I have never been treated so rudely in my life.

I have been contacting At & T about a request for a refund for 3 weeks. I have been perfectly pleasant and they have disconnected me, guaranteed mangers call me back, guarantee an email determining the judgement in the case number, and have been rude and unprofessional.
I was with the company since they started and have paid them thousands upon thousands of dollars. It was as if there were no actual human beings on the phone. In the end they denied my VERY partial refund I requested for a service not used in years

ATT has been billing my business for years for service that we have not used in 10 years. My company has many bills and this slipped under the radar and was always paid The phone # is [protected] The account # is [protected] I called and spoke with your person named PSKGX59 He was not very nice. Please research and see when the last time this computer card was used. The service was cancelled many years ago Then please send a refund
Thank you
Jesse James [protected]

ATT changes my bill all the time and I've had to call repeatedly to have them stop it. In March I called and spoke with a rep to cancel my service. They talked me into staying another 12 months for the same total bill price (around $130/month). Of course, this month, the discounts dropped off/expired/ or some other kind of rip off. I should have had 11 more months at the lower rate. Now my bill went from $140 to $199! They use unsavory sales tactics to lock in their customers and then remove discounts. This is unethical and I refuse to put up with this treatment anymore.

The worst company I have ever dealt with! No wonder they have one start out of five. Actually, they should be in the minus category ! Avoid this company at all costs!
My internet was fine until for no reason a technician came and replace the "pedestal " done by the road. Now, no internet or so slow it is unreal! I called numerous times to tell my story, emailed numerous times to tell my story, sent feedback messages numerous times, but not one person has solved my problem ! They also said that if they sent someone out to fix the problem they created, I would be charged! Seriously! I hate this company! I'm trying to switch internet carrier!
This has been going on one month! No resolution ! I just want them to fix what they broke! 6141 E Fulton Ada, MI 49301

I have had it with this horrible signal! At least once a day I have to reset the modem due to signal drop. I have to reset no less than 3 times before it works. I live in Marietta Ga, not the backwoods. We are paying premium money...we have no other choice for carriers since the subdivision we live in is only wired for ATT. First of all, that is illegal and forcing me into a monopoly. I prefer a hard wire cable into the wall for crying out loud! This wireless service is NOT RELIABLE! You offer a product at a premium price you should make sure the damn thing WORKS! I would give 0 Stars

On March 24, 2018 I entered an AT&T Authorized Dealer Store to purchase a new phone. The employee told me about a current promotion where if I purchased one IPhone X another IPhone X would be given to me at no charge. It was a BOGO promotion. I had him verify everything because I wanted to make sure I understood the fine print. He said if I purchase one phone for the full price of approximately $1, 000.00 there would be no charge for the second phone providing I made the first 3 monthly payments on it. After that time my account would be credited back the 3 monthly payments I had made thus making it a free phone.
I wanted to pay off the full price of the first phone right then but was told I had to make a least one payment and after which time I could pay off the full price of the first phone. I agreed but again had him go over everything numerous times because I didn't want any misunderstandings. There was also another employee in the store who confirmed everything his colleague said. This second employee even assisted with the transaction.
The employee activated the phones and I went home thinking everything was fine. Even so I was still somewhat leery since I have had issues with AT&T employees adding services to my account which I didn't authorize.
I called the AT&T Customer Service number just to verify everything I was told. After looking into my account the customer service representative did indeed confirm that what I was told and sold is correct.
The shock came on April 27, 2018 when I called AT&T to pay off the price of the phone. I was told that the AT&T authorized dealer made a mistake and should have given me an IPhone 8 and not the 10 as the free phone. No matter what I said they told me I had to pay full price for both of the phones. I went back to the dealer and he apologized and got on the phone with AT&T but was told there was nothing they could do because I should have contacted them before 14 days which is written on the contract. It is true that the contract does state something about 14 days but it also states that I'm receiving a BOGO promotion. So they are holding me to my side of the contract but they are not standing by their side of the agreement. The employee admitted to misunderstanding but AT&T still would not honor their side of the contract.
I came home in tears because I now owe AT&T $2, 000.00 for the phones. I looked on the internet and found many other similar complaints against AT&T for not honoring their BOGO promotions after the contract is signed. My feeling is that the employees are doing this deliberately to make a higher commission knowing that the consumer is now on the hook to pay for these expensive phones. I also think I was deliberately victimized by the young men in the AT&T store because I am a senior citizen.
I truly believe AT&T deliberately and knowing scammed me and many others.
I know there are many others out there that are most likely not reporting this fraud which I'm sure is what AT&T is counting on. They are a huge company and know that we consumers are tiny and don't have the money and resources to defend ourselves.

Respectfully,

Amethyst Duckworth

I contacted an agent for help with signal issues, but the agents hands were tied regarding this issue of poor signal at my house. I mean, it's not like he could authorize a new tower or booster close to my home. That being said, the agent was very polite and expressed understanding of my frustration and concerns (even though he could do nothing). I'll be switching back to Verizon shortly. This is intolerable. This is a horrible experience. And "nothing can be done" is never good enough. Shame on you AT&T. His only offer of help was "download this app and log your complaint." Are you flippin kidding me? Come on.

I have spoken with at least FIVE agents and the problem still isn't fixed. Before moving, I made an appointment to have my service transferred. It seemed so easy. Well this has been the worst mess ever!

How in the world can a communications company NOT communicate with a technician to do their JOB! Instead, I had to go through 5 agents each with a different explanation of why my service request wasn't completed, I wasted an entire day of work, and spent HOURS on the phone!

And to top it off, when the last agent finally did call back, her pitiful resolution was to schedule another darn day in a WEEK! So now I have to wait a week for YOUR mistake. Oh AND you want me to waste another sick/ vacation day? I'm BEYOND frustrated. This is the worst service ever from AT&T. This is not how you treat someone who has been a customer for YEARS!

I spent endless hours to resolve errors on my wireless bill to no avail since I am getting nowhere by phone I am sending this complaint. On December 12 I called AT&T to terminate my Internet home service AT&T instead provided proposed Suspending my service on this line I later called AT&T to request of the phone be shut off as it no longer serves any purpose I tried unsuccessfully into calls to cancel it but was either disconnected never called back or my request was not for filled I finally pulled the cord out and on Jenry 22nd 2018 will clearing spam from my cell phone I found an email confirming my phone was canceled had I not checked spam I would not of found this message. suspending my service on this line I later called AT&T to request of the phone be shut off as it no longer serve any purpose I tried unsuccessfully into calls to cancel it but was either disconnected never called back on my request was not for filled I finally pulled the cord out and on Jenry 22nd 2018 while clearing spam from my cell phone I found an email confirming my phone was canceled had I not checked spam I would not of found this message

My next bill had the home phone bill on it and I was billed again even though it was canceled effective January 22 I called in March reach Rhonda referred me to Vanessa and then Mary after one. For five hours with AT&T Mary confirm the errors gave me credit and after expressed grief over the free tablet they've given me what a joke she kindly give me credit and over the contract on the tablet she noted that she would give me credit and gave me a confirmation number I nonetheless cancel my auto pay until I receive the credit on the next bill with a continuing problems I had I decided that I would go to another carrier I found out I needed to unlock my phone I was informed by AT&T I had to do that online I called ATT and again to cancel my wireless service request Mission to cancel my line and unlock my phone but was told they could not do anything although the representative did say she would take steps to allow me to Approval I tried again to unlock my phone but no results I then received a text message stating my request was denied. On April 24 I received another bill they were still billing me for the home phone that I had not had since January and the tablet that I canceled I called AT&T it again and insisted that I speak to a supervisor they will not give you a supervisor until you've told the first person your story I was told and the supervisor would call me when I insisted on it I'm still waiting for return call I get no results and I have never had such bad customer service from any company in my entire life they absolutely provide the worst customer service

I contacted A T & T on April 20, 2018 to discuss my plan with them. They told me that they would give me a deal on upgrading my DSL to high speed internet and DirecTV. I agreed and made an appointment with the customer service person to do the installation after 5 pm as I work for a living. Two days later I received a text telling me that they would be there on April 25th believe 11am-1pm. I responded no. I finally figured out how to chat with them and said that the person I set the appointment up with told me that they would come after 5 pm. Three times I was disconnected on the text. Three times, they told me they were sorry, but were looking into it. They still never responded. After the third time I just asked the person I was chatting with to have someone to call me. When someone did, I told them my situation. I was put on hold for quite some one and finally told that they only did installations at 9 am and 11 am. I asked them why, when I originally talked to the gentlemen who set the appointment up with, didn't tell me that. They said they didn't know. I then asked them if they could afford to take off a day just to get cable. They, of course, said no. Then they transferred me to a supervisor. The supervisor checked and said the same thing, that they do not do installations in the evenings or on weekends. I told him that I wanted to cancel the order. He told me he couldn't help me with that. I told him that my current DSL was extremely slow and, due to a security issue in my home, I was being told it was due to the slow DSL. He put me on hold. I was on hold for ten minutes and the next thing I knew I was talking to tech support. All and all I was texting or on the phone with A T & T for two hours.
Each and every person I talked to was rude and disrespectful. When I spoke with the salesperson originally he told me the appointment was set up after 5 pm on April 25th and now I am the bad person for wanting A T & T to honor that. I was appalled and aggravated by the end of it all and just wanted to be done with it all and A T & T. I am seriously considering going with another company altogether because I am so mad. Extremely poor customer service. By the way, when I called to cancel the high speed internet/DirecTV, they said they were having problems with the computer and would get back with me if 5-7 days!