AT&T
Reviews and Complaints

I have an AT&T wireless phone (same # with AT&T for almost 20 years) and a Uverse account. Both are on AT&T's automated monthly billing and pull the full balance directly from my checking account. Both accounts were paid (and cleared my bank) Dec 1. I can log into my account online and both show no balance due, paid in full. Yesterday and today, I received an automated phone call "If you are the owner of Account XXXXXXX, press 1, if you need time to get the account owner to the phone, press XX to hold" - it repeats the instructions on which buttons to press, but never repeats the account number. (Do you know your wireless and internet billing ACCOUNT numbers off the top of your head?) There doesn't seem to be a way to get to a person. Today, I let it go to vmail, thinking it might record the account number - disconnected without leaving a message. Yesterday, immediately after receiving this call, I opened a chat with Vince from AT&T customer service (I have a transcript). He verified my identity and confirmed I have $0 balance. Cannot explain the call. Only way to stop would be to stop all account messaging. After receiving another call today, I called customer service. First, Rick was unable to verify my identity (!) and I am positive I answered the two security challenges correctly, so had to call my phone (the one I called him on - how is that verification?), then said he was unable to help me and would transfer me (said he would stay on the line to make sure the call was not dropped, but did not). Ava says without the account number from the robocall, they can't help me. She is a Uverse rep, so she can't help if the call is for a wireless account. I asked several times for a supervisor - she would not put one on the phone. AT&T's customer service has been going downhill steadily for the last 5 years. I will move my wireless to Verizon and internet to Comcast by this time next week. I'm so tired of AT&T's sloppy, sloppy billing and the complete and thorough lack of any concept of "customer" or "service."

There is too much advertising during a broadcast making it impossible to see the closed captioning. They always put overlays at the bottom of the screen and covers the closed captioning. It interferes with trying to follow what is being said, whether it is news, or a sit-com, drama, movie or any broadcast. It is extremely frustrating to try and read the closed captioning when there is some type of advertising on top of it.
Please do not do this!

So I went into my local AT&T store on the 9th of November, I believe, for what I thought was a simple upgrade. However, the IPhone X was currently on back order, no big deal, right?! Wrong! Everything was fine, order was shipped with tracking number even faster the. I was told! Yay! Wrong again! November 22, my delivery date, came and went. Then I was lucky enough to have Thanksgiving the following day which I knew would cause an issue. I called anyways to let them know. Holds, transfers, hang ups, the usual. Told to call UPS take it up with them, UPS told me to call ATT they had filed lost and/or stolen now I have to of course work with ATT because UPS doesn't have or carry phones. Ok cool I'll just call back the next day after Thanksgiving. I don't want to ruin my day by being mad and frustrated due to customer service. ****I will note that almost all of the customer service reps were nice, kind, understanding, and really seemed to be trying. It was just beyond their control so I was put in the endless loop of transfers to someone who could help me who has yet to this day been found.**** Next day, November 24th, after transfers, holds for forever, and hangups, we end up conference calling UPS. This took several attempts as well and several times I was conferences in to UPS, and then the representative from ATT would mysteriously no longer be on the call anymore. Finally got it done they spoke, we called it a day due to needing to speak with some department that currently was closed. Next time I called different day same thing happened and I finally talked to someone who after hours had "got it figured out", "here's what will happen", he said. "It takes 7 days for us to go through and finish this process, you'll get al the information via email and text after this call. On the 8th day your phone will be overnighted and on the 9th it will be at your house.", he said. Great, yes, finally, some help! Days later, no email, no text, and al the patience in the world. I get a text from ATT stating that they hope I was enjoying my new device, and to be aware that they still haven't received my old device so I needed to get that in before I'm charged the remaining balance of xxx dollars. (Yes next plan). Called ATT back because I was thinking about it at this point and had not heard anything or got any of this said information about the status of things going on. I wanted to make sure everything was on track considering all the crap I had been told and ran around with before, and now my reminder to enjoy my new device that I didn't have, nor heard anything about, and send in my old phone or have a fee. It's important to note that I needed an upgrade and that I work from home and use my phone daily, constantly for my job. This poor phone is worn slap out! Same round about of transferring everyone seemed to try, once they had enough, it was their break time, or they just didn't want to tell me they had no idea what to do, I was either transferred or hung up on. Last person to speak with said he could see in the notes a claim was in there and an order number was in there but couldn't see anything else at this time. Great, it's in, I'm happy with that. I'm a very patient person, I understand things take time, I understand it's not these representatives fault, and tho maybe they should tell me they dont know what else to do or something besides transfer me or hang up on me, it's ok I just needed to know the order was in and everything was really on track. Today is December 4th, I haven't heard one single thing from anyone about my order, my original order being lost, my "new" order. The process it's going through, where we are in the process. Nothing. I start calls today at 11:30. It was pure torture, representatives great, they try to promise me they won't put me on hold or transfer me due to the experience I've had prior but here we are doing it again! The 3rd phone call today, somehow strangely, ended with me speaking to someone to help me, wasn't even told
To hang on or I was being put on hold,
To random music in my ear and then someone else starts talking saying hello am
I there and asking who I am. Somehow me and this gentleman who was also on hold trying to work with att about direct tv had got connected to each other?!?!?! How does that even happen?!?! The guy was understandably mad, he was shocked and asked me several times that I had nothing to do with att or direct tv but was a customer too. He quickly hung up and said he had to get back to calling because now he knew he was being jerked around and that he was sorry that it was happening to me as well. Here we go againnnnnnnnn, experience a high volume of calls, high wait time, blah blah blah blah... next guy. Poooooor Guy! I wasn't nice to him understandably frustrated as I let him know as nicely as I could I was frustrated and I apologized in advance for my frustration, I knew It wasn't his fault but what can I get done. I failed to mention all day that I had been asking for a manager on up to speak too, never did I actually make it to a manager. This guy was on the phone with me for about 1 hour and 45 minutes doing the best he could,
No holds he would simply mute the phone so
I didn't have to worry about that, no transfers, he was speaking to people in and around him from what I understood to no availe. I clung to this poor guy as a last dying hope and kept him on the phone while he was waiting on these illusive ATT managers. I was unaware that they were a possibley endangered species or on the protected species list because their are so few of them. About 2 hours into the call an illusive manager was lured in and he spoke with them, I didn't, he did, and was told that unfortunately he couldn't do anything else. He sees an order number however when he puts in the order number t doesn't appear that it exists. He sees a claim in my notes but doesn't see an official claim either. The time had come that he too had given up on me and transferred me. This lady went through all of it, I asked her for a manager also, she was waiting on her manager, offered to call me back in 30 minutes after she could speak with her manager. Cool, whatever, at this point. I've wasted the majority of my day when I should be on my phone working, doing all this mess with ATT. 30 minutes should have put us at 3:30 as my call back. 4:30 call comes in apologizes and now she's calling ups to see what she needs I'm back on hold, about 45 minutes of this and I'm told that there isn't anything more that she could do. Ups had a 8 day process they had to go through and that Friday should be the end of that 8 day. I would have to give them a call back, or I could
Go ahead and call ups First and see what update they had before calling att and then let att know?! Now I feel as if I'm being tasked by my boss at my job and somehow have started working for ATT. I apologize for my frustration ask her if there is anything else we need to do, why there arnt any managers ever, and why I couldn't talk to one. Hers wasn't there at the moment. She understood my frustration she said. So I asked, so now this is my job, to find out my phone is lost not shipped, and since all of this clearly has t be my fault since I'm being tasked with fixing it. Do you guys ever make calls to fix situations? Do you guys ever update a client that there
Phone didn't make it? Is it always the customer that fields calls and gets the information for you guys? Gah I need
To be paid for the day for this mess! She won't be in on a Friday (of course) so she can't call me back, so I'll have to just call in or call ups and then call att. What kind of crap is going on here?! Once again representatives nice and try, I just feel like I'm given up on because it not a typical case. Where are the managers, why can non of these customer service Red who and figure it out after trying their hardest get a manager to help? After all these calls and days, and no manager was spoke with?!?! Why do I have to finish up the research? Why do I have to continue waiting on something to be resolved that isn't my fault and is out of my hands, but I seem to have to make all the calls for the issue even though it out of my hands. I work from my phone I note again, it's important and this one is worn down. You need a better process, your managers need
To be around, if they even exist, and accessible. I am so frustrated with this whole thing. So is my only choice really call back Friday, oh and by the way call ups for us First and tell us what they said. Like
Is this seriously how things go? I had a back
Orders phone, to lost phone, to who knows what process we are in now or if anything is really being done again. Where does it end?

Resolution, changing your practices, is my goal.

Order number- [protected]
Tracking number- 1Z8E075R0207579114

Pleassssseeeee hellllpppp

Nov 22, 23, 24, and 25. I spoke to multiple reps. One named Anthony, today someone named Chance, a supervisor in the Bahamas (I think), and like 3 other reps, a store rep named Biance on Lake Mead in Las Vegas, and her store manager. None of whom could find my order, see my account, tell me why it was cancelled, give me a refund, reprocess my order. Its like paying people to do nothing because no one has actually done anything except Anthony who placed my now non existent order that no one can find unless they search through tons of systems, place me on hold for 30-45min meanwhile I sit on hold for 2hrs at a time 3 or 4 different days.

Nobody has told me why my order is cancelled nor refunded the money back to the credit card. Credit card was charged $10 three times, and once $8. It has been really horrible customer service, hung up on multiple times, in store reps can't answer my questions and time zone differences and outside US reps cause unnecessary delays and provide no substantive services. I want my money refunded or the services you cant charge me then give me nothing. This is ridiculous, deplorable, and unethical. I just need someone to refund the money back or process the order. You say they couldn't verify me but they send me email, I have an account with on demand now which says I am not a subscriber, and I even talked to a rep on Thanksgiving and now I just don't even want the cell phones transferred. I would still like the mobile hot spot though and on demand now. Please help. I will be forwarding this to all company employees, corporate email addresses, and anyone that will listen.

First time calling AT&T and asked to add a 3rd line to the plan, I asked how much would it cost me monthly, the customer service said it was free to add a 3rd line if I was using my old phone. Numerous times I have asked to make sure that I would not be charged any monthly fees for adding a line and she kept saying no, it's free. She sent me a chip for the phone with a new number. My sister in law went to the store and was going to get a 3rd line since I told her it was free, the guys at the store started laughing and told her nothing was free. I ended calling AT&T again and spoke to someone else, told her what I was told and she checked and said that it is not free it will be $20 for the 3rd line to use everything on the plan. After talking to my husband he said that was fine, $20 was ok. The customer service rep said that since we already bought 2 iPhone X's and if I'm adding a new line they have a promotion to receive an iPhone 8 for free, they pay the installments on it. Talked to her and talked to a manager and made them confirm numerous times that I would only pay $20 extra and they said yes. Got the bill yesterday and it's $40. I am beyond upset by how these people lie to their customers. And they have the nerves to tell me i can't return the phone since it's been more than 14days and that if I cancel the line I will have to pay the phone off. I said it was still under 30days and I can return it, they told me to go to the AT&T store and return it there and I will be charged a restocking fee. This is AT&T for you. I will return the phone and I will cancel my internet and tv with them as well. Their customer service representatives are lying to the customers.

My name is Desiree Mungra, I resides at Quadrille villas in 8032 Ambach Way, Hypoluxo, Fl.
AT&T installed a box for fiber optic connection on Quadrille villas property, I was taking my morning walk on the compound when my foot got caught in exposed copper wire. Fortunately when the wire stuck me I stop immediately and untangled the wire from my foot . This copper wire is above the ground . (very dangerous)
Kids also play on this open area, can you please send out someone to take care of this exposed copper wire. At least put up a caution tape so we will know the area is off limit.
Looking forward to your prompt response.

Desiree and David Mungra
8032 Ambach Way #16 A, Hypoluxo FL 33462

I would like you to understand my case when I stared ATT u verse internet and Direct TV service before I will call you tomorrow at 12:00 pm to 1:00 pm (my lunch time at work), because I am working Monday thru Friday 8:00 am thru 5:00 pm Mountain time. Please read carefully my case below and investigation every voice called from June until now including calling ATT Executive Office.

On June, I got a call from one of the seller (A women - I don't remember her name) from ATT that advertised me change service from current provider (Time Warner Cable) to ATT service. I remembered that she added me how much did I pay for current provider, I said about $89 for 2 services (Internet and TV). She asked me again that what channels and how many rooms do I have, I said I don't know exactly how many channels I got because I don't watch television a lot, because I only open for my kids (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports, and Fox Sport Go) which are currently I have with Time Warner Cable (TWC). I also said I have one receiver with TWC.

Then she said, ATT is currently under promotion for new customer, and asked me, Do I want to change? I asked her that what is the promotion? She asked me again, how many TV, Computer, Tablet, and phone do I have in the house? I said we used a lot for internet, I have 7 person in the house, about 9 devices totals and 4 TVs. She ask me what speed do I have currently with TWC, I said 100 mbps. What about Television, what channels do I like to watch? I said the same I want channel for kids (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports "now Sport Gold", and Fox Sport Go). Then she told me to wait to check what is match for my service. She said I will give you $80 per month for 2 services Uverse Internet 50 Mbps (unlimited Data) and ultimate package from Direct TV with 4 rooms for free installation and activation, I will only pay 80$ per month before tax in 24 months. I remembered that I asked her over and over again "Are you sure", she said "YES". I asked her that Direct TV and ATT are different provider how do I pay bill? She said, Direct TV is now ATT, you will be combine for only one bills in 2 service and only register and login in ATT website to pay bill. Then I give her all information to check my credit and service history something. I asked her that I open this service for my family only, I will come to Arizona for school and training and will not be there for installation for service. She said don't worry about that, They only need someone over 18 year old and open the door at the day of installation. I asked her "Is there only 1 person because my parent is old and not speak English well, I need to know and let them know before, otherwise they will not open the door. She said they will have 2 person (1 ATT internet and 1 Direct TV), she said" Don't worry they will come with their big car with ATT and Direct TV logo on the car and their shirt. Then she set up the day of installation for me on June 10 (I think).

On the day of installation, I have to back to Arizona for school and training. I gave internet username and password for Wifi setup to my mother and give to ATT to setup for my family, because my parent don't know how to setup. And the same at Direct TV, I told my mother what rooms they will come to install for 4 rooms.

One month later, on July, my mother called me and said that she got 2 bills from ATT and Direct TV. ATT charged me for service, installation and activation, and Direct TV charge me the same (service, installation, and activation). They did not combine like the seller said. Then I called (I don't remember what day on July), and spoke to about 3 departments and finally spoke to one of the manager (A Mem), I said if you charged me like this one, I will cancel the service because the bill was not the same at my promotion on the phone with the sellers. He looked over my bill and he said that because the bill was not combine that right I got 2 bills. He
said, "he apologized about mistake from the bills, I will only need to pay for $80 this month, but intake of paying $80 this month, I will give you $57 for appreciation for new service or something like that", and "he promised that the next bill will be combine only $80 for 2 services". Then I am current with the service

However, next month on August, I got the same 2 bills again from ATT and Direct TV with the same problems. I tried to call again and they adjusted my bills and I paid again.

Then, September month, I got the same 2 bills again, then I called Executive Office, they said they will sent my message to manager, they will call me about this. But, when they called me I can't pickup the phone, because of my schedule above. I called back and leave a voice mail to them. Then later on, I able to call Sue (ATT - manager), she talked to her everything from begin about my promotion, she didn't listen and she said because my bill was not combine, I have to pay bills, otherwise they will disconnect my Direct TV service, I argument with her that I will not pay the bills if the service was not the same promotion that I got from begin (June), then she cancelled my service without let me know until my parent called me to let me know that Direct TV is not working and my mother said, she got a box from Direct TV to return the equipment. Then I called Sue again, she said she disconnected my service because I requested (I did not pay bills), and tell me to ship and return the equipment again and pay early termination free. I said I am not home at that time, I can't ship them. and she did care about that. Later on, I called ATT Executive Office again about termination free and my service Direct TV. They got my message again and send to manager. I spoke to Sue again, this time she re-activate my Direct TV again with the bill combine with ATT userve and Direct TV together in 1 bills with several adjustment from my bills at that time and I paid for it again, but at this time I told her that my parent already unplug all the equipment, they don't how to install back and I am not home. She said if you want to installation, again I have to pay installation fee. What happens? I got mad about that, she cancelled my service and told me to return and the process to return she told me the service is activated? Then I told her I will back to California on Thanksgiving day (Nov, 23). I will try to connect everything again.

On November, 23 on Saturday, I tried to connect Direct TV receiver together and I got a code "722 message on the screen" I called Direct TV tech support. and they tell me that the service is active but the receiver is not activated. Then they activated for the main receiver at that time, I got busy and tell time I will call and activate 3 other receivers later tomorrow. Then on Sunday, I called and spoke to Direct TV tech support again, they said they can't activate 3 other receivers because they need more information or something, I got mad again, I requested to speak to manager or supervisor at that time, then they put me on hold for about 20 minutes with the reason that manager on the phone with the other customer. Finally, I spoke to one of the supervisor, and he guided me everything to activate 3 other receivers, then tell me try couple channels, and I notified that the package I got for my service is "Select Package" which is not have soccer channels (NBC Sports, Sport Goal, and Fox Sport GO) that I requested from beginning. I mentioned that to him and he said he couldn't help me with at, but he will transfer my phone to other person for this problem. I asked him please let that person know about my case before you transfer my phone line to them, and he said "YES for SURE" and told me to wait. After that he transfer me to DONNA or DINNA (A women), she went over again my account from beginning and said that I got "Select package from June", I said "Are you Sure", she sent me a copy of the bills from June - I didn't know that "Select Package" didn't have channel I wanted until that time. She tried to look again in my bills and tried to find something and see find out that I didn't use Direct TV service for 2 months and see give me adjustment again for the bills 2 months ($50 each month for Direct TV, total $100). She told me to call Executive Office on Monday for speak about Direct TV.

On Monday, on my lunch time for one hour, (12:00 pm to 1:00 pm) I back to Arizona for school and training again, I called Direct TV Executive Office, I looked over my account and said that my account opened with "Select Package" not "Ultimate Package", and if I want Ultimate Package I have to pay more month each month. They said they will give me $230 credit if I want to change to Ultimate Package for 24 months. I said not, I just wanted to get what promotion I support to have from the promotion from June when I spoke to the seller. They said they are Executive Office, not a seller, they don't know what is the promotion before. I got upset about that. They looked over my account again they said, I have service from September not from June, and they said that I only pay about $10 for Direct TV until know, I said what? I login to ATT website and paid the bills every month? why don't you tell me that I didn't pay the bills?, Then they said, ATT is ATT not Direct TV, Direct TV is Direct TV, They said "You are currently talk to Direct TV not ATT, they don't know that, they don't have ATT account? I got mad again, I said I paid the bills, why don't you tell me I don't pay the bills. They got mad at me too, I think they said" what do you want for Direct TV", I said I want the promotion that I got from June with the kids channels (Cartoon and Disney Channel) and for my dad - soccer channels (NBC Sports, Sport Gold, and Fox Sport Go), if not go head and cancel my account, They said they will give you any package I want but I have to pay more. I said this is not right what about my promotion from June?, They said they don't know about June. I got upset if you want to cancel go head to cancel, I will not pay termination free, I will only pay what I used from the service because you broke the contract from beginning not me and I said I have to go back to work again and can't argument with you again and again. Then I backed to work.

On Tuesday, I got a called from my mother said that, Direct TV is not working again. Then I called Executive Office again, they tell me that I requested to disconnect the service from Yesterday, I said I didn't. They said they also read over information with me on the phone, and agreement and termination as well. This is not truth, I told them I am back to work at that time and they didn't go over that information with me on the phone. Then said they can't do anything for me now

On Wednesday again, on my lunch time, I called ATT Executive Office about my Direct TV service, they said they will sent message to ATT and Direct TV manager to call me again. I got an called from ATT (Sue) this time, She said she only speak for ATT internet service only for now not Direct TV, If I want to cancel ATT internet service too, I have to pay termination fee too. I said what about Direct TV, She said she didn't know about Direct TV, I have to call Direct TV, but I told her that" you spoke to me about Direct TV before, and now you said you don't? what happens?. She said that she spoke with my many times and know about my case for several calling before, If I don't have any update information she will not change her decision to avoid ATT internet termination fee. And she mention that my ATT internet is not combine with Direct TV anymore, if I stay in ATT internet service I have to pay $40 per month.

On Thursday, on my lunch time again, I called Direct TV tech support again, and requested to speak with one of the supervisor (A men). He told me that my Direct TV is currently cancel by my requested from the noticed he got. If I want to back to Direct TV, he will active it right now but I have to pay full price with no promotion or anything discount for me? what happening here?. He was not professional service from this call. I told time I will call ATT Executive Office again tomorrow to find out what happening here?
You guy want to change, charge or adjustment my account as you want without let me know anything. I can't believe this.

Then, I got a called and email from you (Rebecca). If you can please read carefully and go over my account (ATT uverse internet and Direct TV) again before call me after 12:00 pm thru 1:00 pm. If not I will request to cancel all service from ATT and Direct TV together and go back to TWC. I will not pay termination fee from both service (ATT and Direct TV) because I didn't break the contract.

If you continue this problem with the termination fee I will write letter complaint to Better Business Bureau (BBB), California Department of Consumer Affairs, Governor or Government Division Office, and ABC News and so on... I promised that I will know give up this problem with ATT and Direct TV.

My name is Sanquanita Nellum, account #[protected]. I made a payment arrangement to pay $191 on 11/11/2017, and I paid it early on 11/09/2017. For some reason, your company attempted to deduct $140 from my checking account several times, however the payment was not successful. $140 was due on 11/17/2017, and I got it extended to 12/08/2017 however my services are suspended effective 11/27/2017. I placed a call to customer care today and was told I only have a ten day grace period to make the payment, and the payment arrangement for the 8th was not valid. He also stated that my services will not be restored until I make the payment for $140. I'm very upset and dissatisfied with AT&T. I have been a loyal customer for so long, and I feel as though my payment extension should have been valid to 12/08/2017 and that my Services should not be suspended ten days after the due date. This has never happened, and it's not a good way to treat your customers.

November 21, 2017

to: a t & t consumer conplaint department
p. o. bix 5014 account #[protected]
carol tream, illinois [protected]

to: direct tv consumer complaint department
p. o. box 105261 account #[protected]
atlanta, georgia [protected]

reference: Gary L. Clark, 511 Piedmont Hwy, Piedmont SC 29673 TELE #[protected]
Service Connected: 10/25/17 Disconnected 11/07/17

Gentlemen:

Upon receiving AT&T / DIRECT TV advertisement flyer in the mail (copy attached); I called and inquired of the special "bundling" of TV, land phone and internet as reflected in the attached flyer. However, we spoke directly of our specific request for keeping our same telephone number [protected]); which had been disconnected, one day earlier, from our previous service carrier. We did not want any service, and specified this non-negotiable fact, UNLESS we could get the number noted above. Our phone call was routed through several technicians and it was repeatedly "GUARANTEED" to us, that we would get the requested number. We were told we would initially be assigned a temporary number but, when our previous service carrier "released" our [protected] number, we were guaranteed to be given the number. I made it perfectly clear that NO SERVICES were to be connected, if AT&T could not guarantee the number and, further, we were guaranteed a 30 day free trial period…if for any reason we were not satisfied with the AT&T "bundle service package", we could disconnect with no penalty(s). Further evidence of these "guarantees" should be in your records; as we were always forewarned that AT&T was "recording" every conversation. We too recorded our conversation with your agents; as well as with ‘supervisors' and ‘heads of supervisors' we requested to speak to; when suddenly no one remembered making these guarantees.

Our service was connected on 10-25-17. The reception was poor; constantly being told "signal was lost on satelite" and/or the picture was broken and distorted. After constant phone calls from AT&T to us, informing us of a problem with our request for the specific telephone number; this began our endeavor to get confirmation of the "guarantees", based on "recorded" telephone conversations PRIOR to our service being connected. Remember, AT&T records all conversation pertaining to "service orders". The response to us was: "A guarantee would never have been made from AT&T" and/or "our previous service company HAD NOT released the requested number". We, of course, knew the guarantees HAD BEEN MADE. As to the second response; we called Charter (previous service company) to confirm whether they had released the number; only to find out the number had been released a week earlier! The fact is, NO guarantees were followed up and only excuses heard as to why not. So based on our bad reception and all of the misleading guarantees; we sought to initiate our final option of disconnecting service with AT&T / DIRECT TV UNDER THE "GUARANTEE" OF A 30 DAY FREE TRIAL.

Page 2 of 2 AT&T / DIRECT TV COMPLAINT DEPARTMENTS
South Carolina Department of Public Utilities Commission

Well, again, we were told there was "NO such guarantee made".

CHECK YOUR RECORDS, as we have ours. Keep in mind, our service was based on the advertisement "priority code [protected]; two years guaranteed rates for the bundle of AT&T Internet, Direct TV and AT&T wireless phone for $74.99; however we needed and requested a land phone instead and was quoted $99.99. All these guarantees began from THE POINT OF INITIATING OUR ORDER. Your tech went through several other in-side AT&T contacts, before making the guarantee to us; down to your In-Home Expert (Thomas Eichman) who came out and confirmed all guarantees. When phone calls began, from AT&T, implying possible denial of guarantees…We went over all conversations; reminded your agent of "recorded" confirmations at AT&T and our "personal" recordings of those guarantees…EACH call was always clarified and reconfirmed as "Not a problem, the guarantees would stand"

NOW, we have received separate bills from AT&T and Direct TV. The AT&T bill totals #176.76. The Direct TV bill totals $457.57. Keep in mind the promo flyer we ordered from clearly states all three (3) service (AT&T internet, Direct T V, AT&T cell phone) all for $74.99; however we chose to go with a ‘land phone' at the rate of $99.99. AT&T disavows a 30 day free trial of all 3 services. Direct TV says they have a separate billing and was never to be packaged with AT&T and says they have an "early" termination fee. Well, it seems the problem is with AT&T's flyer; which clearly states all services are being sold under AT&T. They verbally, by phone, stated their guarantees to us and, further, notified us of their recordings of all conversations. When I was repeatedly informed that our conversations were being recorded'… I, in turn, informed your agents that "I" too was recording our conversations; which doubly substantiates the guarantees made by AT&T for all 3 services.

We are registering a complaint with the AT&T Complaint Department for AT&T's misrepresentation of "bundled" package offers; offering "guaranteed" clients' requests to obtain a client's service order; then disavowing having made ANY guarantees. Further, we are registering a complaint with Direct TV for misrepresenting their services and allowing a second "primary" company to include and quote their services - as one major package, combined; then disallowing their services billed under AT & T. If this is the case, then Direct TV should have no right to bill us anything; as we ordered all services under AT&T. We have NEVER authorized any service orders to Direct TV. Our conflicts of information is directly from AT&T.

Further, we will register a complaint with the South Carolina Department of Public Utilities Commission concerning the misrepresentation of AT&T and Direct TV and/or their joint collusion to misrepresent and cause confusion and undue financial burdens on the citizens of South Carolina.

This whole situation can be corrected by both companies acknowledging their misrepresentation of "guaranteed" services, whether directly or indirectly does not matter; and correcting the billed liabilities to our account as null and void.

Gary L. Clark 511 Piedmont Hwy, Piedmont SC [protected]

Cc: South Carolina Department of Public Utilities Commission

November 25, 2017

I spoke to an ATT customer service representative yesterday about activating a new phone onto my account. I was told by the representative that the SIM card I had could be reprogrammed. He told me he put a "ticket" in and that my new phone would start to work in a couple of hours. Although this did not seem accurate to me, I said great. After 24 hours, the phone still was not activated so I called ATT today only to be told that there is no way to reactivate a SIM card and I would have to go to a store to get a new one.

It is beyond my understanding why your agency would not properly train your customer service representatives to relay accurate information to your customers. I am a long term customer of ATT. I am extremely disappointed with this incident. I feel that we call your company o get assistance and information, not to be misguided and mislead by untrained employees who, obviously, do not now their job.

I am seriously considering looking into new carriers. Thank you.

My name is Lizette Vazquez and my mobile number is 201.286.1903.

I understand that our Internet & phone service fees are raised every year but I take exception to the aggressive fee increases that at&t force on us for copper base landline service. Just about every month my phone bill goes up. I called and they claim that my basic phone hasn't been raised but blaming the government for these fee increases. I don't believe it because they want to do away with the copper base landline which is highly reliable forcing us to go to a wireless system that is not very reliable. Birch was bad enough though I got a better phone package but at&t is far worse and I'd rather not have a wireless phone if I can't have a copper base landline .

at&t doesn't give a bovine feces about senior citizens either because they continue to gouge us senior citizens who are happy with our copper base landlines. Don't these people understand when we need our phones the most that if we have that wireless garbage that may go down at times could cause a life or death situation. I hate at&t worse than Birch and I can't seem to find another phone company that will offer me copper base landline service at a reasonable price anymore. My computer isn't even wireless and you people need to understand that wireless Internet and phone services are too vulnerable to shut downs and hacks.

I'm also not poor enough to be on at&t's lifeline though I'm on Social Security. And yes I have complained several times but my complaints fall of deaf ears.

I just had to file a complaint about my experience today with the horrendous ATT "customer support team"..I have an hour and a half commute to work here in Los Angeles and I called near the beginning of my commute and after going around and around with a mindless agent, I finally asked to speak to a supervisor and he put me on hold and disconnected me after an hour and a half of my life was WASTED! I called back again and was disconnected...called back again only to ask for a supervisor and the agent said she wanted to go over my bill WHICH IS TOO HIGH EVERY MONTH..and I told her I wanted a supervisor. She asked me to hold only to come back again and keep going over details that don't matter..a supervisor by the name of "Shawnje" finally came on the line and after another 20 minutes, she wasn't able to lower my bill at all. When I originally signed up with ATT, I was quoted $110 a month for Direct TV, Uverse, Internet and landline, yet for the past 4 months, I keep getting bills like $148, $128, $139..every month I call and I am assured that the bill will be $108 plus tax the next month and the bill is always high again (I'm not including the 1-2 movies I rent a month btw). I must have been asked 13 times for my cell phone number on the calls I spent 2 hours on this morning, yet whenever I was disconnected (on purpose I believe), I was never called back and had to start all over again!

Like a total fool I just signed my family up to a 4 line ATT wireless account with unlimited data thinking it would save me money to bundle, but I have already had 5 dropped calls on the busiest freeways in Los Angeles! I was formerly with Verizon and had VERY FEW dropped calls. Your service is horrendous and you need to train your customer service reps to respond with ANSWERS not wasting people's time. I want my bill lowered from $128.25 down to $110 or I will cancel ALL SERVICES with ATT within the next 30 days..so is it worth it to save $15 ATT and lose $400 a month from a customer?

Our internet has been out since 2:16 pm 11/17/17. It is now 7:40 am 11/20/17. This is an area outage and we were told it would be 24 hours.
Our 19 year old mentally disabled son had asked for one thing for Christmas, an early gift. He wanted to watch the pay preview WWE Survivor Series event. But since we have directv and our internet service is down that didn't happen.
I just wanted to thank you for ruining the one thing my son wanted for Christmas. Try explaining this to a special needs person with a mind set this was going to happen. And due to that outage and everyone in the area using their cellular devices the data is exceedingly slow and sometimes doesn't work at all. So it's not like he could have even watched it on his tiny phone.
I don't know what the reason is for this outage and I really don't care. I do know I will be looking at switching to another carrier for our home and mobile.
And again thanks for disappointing my son.

I have paid my last bill with U-Verse twice and now it's been put on my credit report. He last time I paid it was 2016 when I was trying to get direct tv in my condo and was told that I had a 7( dollar balance that needed to be taken care of before I could get services. I told them I paid it already but they argued that I hadn't. Since I could not prove that I had paid it because I was with a different bank, I paid it again. I was on the phone with the agent when he confirmed the payment went through and the technician was scheduled to come out. Now a year later I've received collection calls and it's been placed on my credit report. If it was something I had not paid more than once I wouldn't care but I have taken care of this and have had at&t services since so my question is why is it still being put on my credit?

Acquired ATT service Feb 2017 in unit 317. A year later, we moved across the hall in the same building in unit 316. The tech arrived to install the service and immediately knew there was a problem. According to the tech, the way the service was setup, it created in installation problem. After 5 hours, the tech completed the installation. The tech stated to us that this installation will become a problem with billing. A month after installation, we get a call from the leasing office stating that the new tenant could not get ATT service because there was still service active in the previous tenants name(MINE). I immediately contacted ATT and they told me they did not show any service other than unit 316. So I told this information to the leasing office. The new tenants had issues for 2 weeks trying to get service in unit 317. In March 2017, I received a letter from the collection agency about a $320.23 billing. I contacted the collection agency and disputed the charge and they told me I needed to contact ATT about it. After speaking with ATT the first time in March 2017, I was told they would submit the information and get it rectified. Meanwhile, I was getting daily calls from the collection agency. Long story short, I spoke to 10 different representatives and this is still not resolved. The last rep I spoke to actually was more detailed with dates of service to determine if the billing was overlapping and it was. She apologized to me for all of the inconvenience and said she was going to submit this information to the manager (or whomever) and that they would send the correspondence to the collection agency so I will no longer get calls from the collection agency. I quit getting the calls, so I assumed that they finally fixed the problem. Well needless to say, I received another letter from a different collection agency than the previous one. This has been an ongoing issue for 9 months now. I do not understand why this is such a difficult task for ATT to fix. This company has a lot of internal issues to fix. I need help to resolve this matter before it is placed on my credit. Does anyone know how to fix this?

I called to verify that I could receive the high speed Uverse at my address. I was told yes, that I could, so I setup an account. I couldn't figure out why it was so slow, so I called and a tech was sent out. Not only did I NOT have the high speed, but my side of the street couldn't GET the high speed. At this time though, I was locked into a contract for a year. I called a couple weeks before my contract was due to end, and had it setup so that on the last day of my contract it was cancelled, and I would receive whatever was needed to return their equipment. Didn't happen. I had another service provider come in and setup a new service (WAY BETTER) and stopped using At & t about a week prior to the contract being up. Assuming that things were shutoff, I didn't check, until my account got hit with another withdrawal. I called and the person I spoke with (didn't speak very good english) but apologized, said that he would refund my money and send me an e-mail within 2-3 hours about how to return my equipment. Again, didn't happen. I call today, am informed that not only will they NOT return my money, but that they can't see my usage (which the foreign person stated he could), and since I cancelled my account, I can't see the conversation I had with said foreign person anymore for proof. This place is a scam. They steal your money, give horrible customer service, lie to get you into a contract, and what service you do get stuck with is horrendous.

It all started on early Nov. I called to request info about internet and the rep mentioned about a wireless internet device called "velocity" as an great alternative to get faster internet and save costs. He told me that his honest advice is for me to use this device because it was fast and cheaper specially because my plan was gong to be upgraded to unlimited data after adding a 3rd lime for the devise to be connected. A big lie, when received the device I called to activate it and then is when I learned that I need it to pay more to upgrade my data plan to unlimited plus and that it would be $20 more for the extra line (which I was told) and on top the activation of $45 will not be waived (which it was not what I was told). I told the rep. that I din't want this device and that I would send it back and to please cancel everything. Sl, I send back the device and forgot about it until today I received the bill and the charges of conecting the device and the services are there for a total of $64 + taxes.
Well, I decided to call and find out why these charges were there and also why other charges where in my account for a equipment upgrade. Ok, let me go back, Last friday I went to the apple store and got 2 Iphone X's and to activate the phone I called from the store AT&T. The rep. told me that the activation fees would be waived since I'm a long time customer (14 + years) and that also during that week AT&T was waiving activation fees for upgrade devices. This rep also mentioned about a buy one get one free Iphone8 promotion. So I got the Iphone 8 and add an extra line. Well it happens that you need to be in a contract for 30 months and that you are paying for the monthly installments and AT&T will credit it back each month. Not what I heard from the first rep. According to the first rep. I will only pay for the installments for the first 2 cycles and them At&T will refund those charges and there after I will not be paying any more installments. Another BIG LIE... I found out that if I break the 30 months comitment I will be billed for the (free phone) remaining balance of the commitment. What a deceiving marketing promotion!

anyway, going back to todays call to complaing about the aditional charges, the first rep "Maikera" was so rude and disrespectful dealing with this legit concern, several times she wasarguing and raising her voices instead of paying attention and processing the information before providing the correct response. She ended up saying with a loud voice "We don't going to reverse any charges, all of those are correct and you are responsible to pay". --- I request to speak with her manager and she put me on hold for 1 hour and 16 minutes. The manager whose name is Charnelle (customer retention) was equally rude. She said exactly the same except that this time I make sure she was noting everything we talk. Se said that after 2 cycles they will be providing me with the refunds for the activation fees for the 2 upgrades and the new third line for the wireless mode "velocity".
During all the conversation I never heard a sincere apology. I even mentioned that during 14 years I never felt so disrespected by AT&T reps and that it was bad that she never said " I'm sorry for how you were treated by the previous employees". she got defensive and said "how many times you want me to repeat I'm sorry, I already said it many times". I said to here. is this how a manager talks to a client? she didn't responded... Anyway. I am just sumirizing my long, very long conversation with all these employees that are not really refleting what AT&T customer serve is or at least it used to be before these calls.

I hope the current situation in society is not a reason why some people are forgetting about caring for others and respecting those that pays for services hence providing them with jobs.

Thanks, Rene M.
[protected]

I keep being charged overages when I am supposed to have unlimited on 5 of my devices. Every time I call they give me the same run around, only 5 of my lines are covered (if that's the case them two of my lines have been suspended the entire month and only 5 have been used), they state that moving forward it won't happen which is exactly what they said last month. I paid a $600 Bill last month and this month it is $700... how does that work?! I told them I wanted the overage charges removed and they stated they would credit my account. Why not take the overages off and let me pay my normal Bill? This isn't my mistake and I have been lied to. I can't seem to get anyone on the phone or through chat without a run around.

AT&T Survey,
There are some problems in AT&T service.

1. I'm suspicious of the AT&T store sold me a used phone. The store is 11600 Olive Blvd, Ste A-1a, Creve Coeur, MO 63141.

2. When I went to the store trying to fix bad phone speaker, the store assistant manager Lisa ksknidge refused to answer why two thousand photos in my phone. When she talked to a customer, her tone was weird, and in bad attitude.

3. Lisa ksknidge can not perform manager's duty. She doesn't know how to serve to customer. Her performance was worse than other sellers. 🖓

4. I have been an AT&T customer 10 years. I wish AT&T explain why the phone existed more than two thousand other people's photos. Those photos are not show in phone albums, but they show out when transfer photos to computer.

5. I wish to hear how AT&T educate Lisa ksknidge doing her job.

My contact phone number is [protected]

AT&T took my money knowing they had no service in my area. I paid $109 to start account more than 30 days ago. When the people came out to set it up they realized they had weak service in my area. I cancelled everything that day. I have not received my money back yet. I was told I had to wait 30 days for my refund. Which I don't understand but I waited. It has been 33 days. I called several times during the 30 days to see if I could get my money sooner. Today I was told nobody in customer service put in for my refund. So... I need to wait another 5 to 10 days to get my money. I hate everyone who works for AT&T. Don't get caught up with their scams! It's easy for them to take your money but crazy hard to get it back. Everybody at AT&T can eat [censor] and die!