AT&T
Reviews and Complaints

acct. # 146+133549
I had my service cut off for a bill you keep saying that is not paid.

I return one of your U-Verse boxes through USPS and have already been on the phone with you 2 times and given the tracking number and verify that the box has been return and still my service got cut off.

I just called back again and they are telling me again that I still owe this $160.18 and cannot cut my service back on.

At this time AT&T has the worse customer service I have ever seen and I deal with customer service every day with my job.

I will be having Direct TV taken from my house and will never use you again.

I will also make sure everyone I know that ask me about AT&T know to not get this service.

Your website shows this as a data plan. I purchased the Mobley today and went on chat during the purchase to, ask how to add this plan. The person Sarah K told me to buy the Mobley with the $60 phone plan and then she would, have the billing dept, change me to this plan. The billing person removed, the $60 plan from my account and told me when the Mobley arrived I should, take, it to the att store to, activate the $20 plan. I was reading online about the mobley and found out that people were having problems getting the $20 plan still advertised on your site as seen above. I called the car connected dept and spoke to 2 people. I was told that plan is no longer avail. I said people have it now so it IS avail. He said they can't add it but they are looking to reopen it for people like me who were misinformed and saw the incorrect information on the website. The person I spoke to at connected car is named Deshawn. I want to be activated for, the $20 plan as advertised and told to me on chat before I purchased this Mobley. Deshawn said it had been several weeks since the $20 plan was discontinued, plenty of time for your chat, billing and website to be updated!
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Good afternoon,

I am hoping to have my experience serve as an indication that the customer service needs significant improvement. I have a bundle that includes my internet with AT & T and my satellite cable through Direct TV. The bill summary includes both, and so I referred to the number for customer service when I needed technical support for my cable. However, that number (AT & T customer service) cannot assist with Direct TV issues yet when routing the call to Direct TV, it was the wrong number. I was transferred to another Dish company all together. I spent 45 mins on the phone trying to resolve a simple technical issue. It is extremely frustrating to call AT & T customer service. I believe that if AT & T offers its customers bundle deals that include another entity such as Direct TV, there should be a smooth way to assist their customers when they need to be directed to that other entity. In fact, the bill doesn't even provide a number for Direct TV and they should. It is very disappointing to know we pay so much money for services yet do not get the quality customer service we deserve as loyal customers. I certainly hope my letter can shed some light on the need to improve customer service.

Sincerely,
Jacqueline Lopez

To whom it may concern,

I originally called to switch from Charter (Spectrum) to DirectTV (AT&T) on Sept. 7th with a representative of DirectTV (AT&T) to schedule a time to install Internet and TV with DirectTV. The call with the Representative was very pleasant and everything went well. I requested the installation date to be that Saturday (Sept. 9th) but the date was unavailable. I understood the delay but the Rep stated that although he could not get it set up on the 9th he informed that he had never seen an installation go over 7 days (and did I ever find out this not to be true). At that time I scheduled the installation date on Sept. 12th, 8am-12pm (or so I thought) and scheduled off to be present for the installation technician to come out on that Tuesday. I did receive a few emails from DirectTV, however, most were the basic "Welcome to AT&T and Confirmation emails" that were sent as well as the installation date that was also scheduled.

On Sept. 12th I waited for them and finally around 2 pm that afternoon I reviewed the multiple emails and discovered the installation date and time was scheduled on Sept. 19th. I called the customer service number provided in the email and spoke with multiple Representatives who spoke "BROKEN" English as well as transferred to multiple individuals. Finally, after nearly an hour and after canceling the initial installation and reschedule another installation date...the earliest date they could come out and install my Internet and TV was Sept. 19th. I wasted an hour canceling the Sept. 19th date ONLY to reschedule it back on the 19th. I was advised after inquiring if there was an earlier date the Rep stated NO and that if I wanted to try for an earlier date to call 2 "1-888" numbers in order to check and see if someone had cancel in my area. So, in other words, AT&T's mistake, but I had to call to correct it. I did in fact call twice but BOTH times the automated voice informed me that there were no cancellations in my area, so instead of trying an earlier date, I rescheduled for a later date. I rescheduled the installation for Sept. 21st. At that time I canceled, rescheduled, and called into work to be available for the second attempt at installing DirectTV and Internet (oh it gets better).

The night prior to the 21st, I received emails and text of the upcoming installation for the 21st, and at that time I double checked to make sure it was the date that I scheduled for. However, the morning of the 21st I was sent a text that the Internet Technician would not be there until OCTOBER 6TH. Immediately, I called the toll-free number provided in one of your emails and spoke to "yet again" someone with broken English and was transferred to multiple departments. I don't believe the Rep understood my problem because she kept apologizing and stated that the earliest date to install Internet would be Sept. 29th. I did demand to speak to a supervisor at that time (I do apologize for not knowing names due to the fact I really did not understand what they called themselves, but I'm sure you can call and verify who I spoke with). The supervisor stated that there was an issue with the Internet cable and that it would take at least 15 days to fix it. I stated to the supervisor at that time if that were the case then why did her employee try and schedule it on Sept. 29th (Sept. 21st minus Sept. 29th equals 8 days, clearly within the 15 days needed to fix the internet lines). After some reluctance, the supervisor informed me that her employee was incorrect telling me that the Internet install could occur on the 29th. By the way, my Internet was installed FINALLY on Sept. 25th, so clearly the supervisor lied and not the Rep. I did inform the supervisor that if they could not get anyone on the 21st to do the installation then I wanted to cancel (hoping that would motivate them to do so), however, after several failed attempts with the supervisor I just hung up (I know, very rude, but I was just frustrated at that time). Here's the irony of it all, the DirectTV Tech showed up on my door, ready to install TV, but after hearing that the Internet would not be installed until Oct. 6th. he informed me that if he installed TV that it would kill my Internet with Spectrum and that I would not have Internet until Oct. 6th. I informed the Technician that I could not go without Internet due to my wife taking an online course and my children doing homework on their computers. I did call back after I had calmed down, to ONCE AGAIN, reschedule on another day.

Keep in mind at this point, I never talked with the same person twice nor did speak to someone who could speak good English. The Representative I spoke with once again had to cancel my SECOND installation date and time and reschedule on Sept. 25th. So, once again, I canceled, rescheduled, and called into work to be available for the installation Tech on that Monday. The AT&T Tech showed up as scheduled on the 25th and installed Internet and TV (U-Verse TV, but more on that later). I would like to say, all the Technicians were very professional and very polite and could not have asked for better individuals working for your company, my issue is with your Customer Service. After 6 1/2 hours and 3 days wasted, I finally got Internet and TV installed.

I thought at this time that everything was said and done until the morning of Sept. 29th when the DirectTV Tech showed up at my residence READY to install TV. I informed him that I already had TV and Internet and that I did not need his services. My confusion at this time was how was he scheduled on the 29th? I know we had talked about it but the supervisor stated that there were issues with the Internet lines and I never agreed to anyone coming out on the 29th, but I'm glad he did. The Tech stated that he had a work order to set up DirectTV and if I had DirectTV where was my Satellite Dish? I informed him that the AT&T Tech installed U-Verse and the DirectTV Tech informed me that AT&T was doing away with U-Verse in December and if he did not change it out today then he would have to come back in December to do so anyway.

In addition to the multiple problems that I have had to deal with, the original agreement of the channels that i requested have not been made available through DirectTV. What’s strange is that i receive the channels that i requested through U-Verse TV but not DirectTV. Which of course due to this error I missed some college football games this date.

The 4 days I had to cancel appointments, reschedule work details, and lost and called into work has been in the dollar amount of around $350.00.

I said all that to say this, I need $350.00 in credits from AT&T to compensate for the loss on my part, I'm tired of hearing apologies, I'm tired of spending countless minutes on the phone and being transferred multiple times to individuals that do not speak adequate English to carry a conversation that AT&T has employed and contracted to handle these situations. MOST OF ALL I'm sick of hearing "THERE'S NOTHING I CAN DO FOR YOU" which frustrates me to no end in dealing with AT&T so far.

I live in the netherlands and we came to america for a vacation from june 9th. untill july 13th. Im purchases a sim card in klamath falls. they told me when i go home i could go to an AT&T store. so we did this in sacramento . In did not get any paper. so i asume that it was okay. but when i came home a surprice was waiting for me. they charged me for the next mont on july 11th. then again on august 4th. and again on sept. 4th. my phonenumber is n ot being used at all. since july 13 th. So please retun mu money for no service.
Phonenumer 541.539.7674. I can n ot get in contact with tghem because i am in the netherlands and i can not reache them. please help me.

I have an old galaxy 3 cell phone that I asked to get unlocked and I got 3 different answers of why they would not unlock it
#1. Your request to unlock an AT&T device was not approved
Inbox
AT&T Order Status
May 5, 2017
Reply
to me
Images are not displayed. Display images below - Always display images from attorderstatus.[protected]@ocedl.att-mail.com
We can't complete your request
IMEI: [protected]
Request number: NUL922093892486
Hi, KIM.
Thank you for contacting AT&T about unlocking your Samsung SGH-i747 device.
#2. Cant find the chat but she told me that it can be unlocked without a problem then tried to transfer me.
#3.
Reference Number: [protected]
DATE/TIME: [protected]:04:20
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hello! Thanks for choosing AT&T Chat.
Kim Thompson : hello I was denied to unlock a phone but i was just in chat and she told me they should of unlocked it and she was going to transfer me and we got cut off so can you help me or can i talk to a manager
Taylor : Welcome to AT&T Advanced Technical Support Chat! My name is Taylor:) How can I help you today?
Kim Thompson : im Thompson: hello I was denied to unlock a phone but i was just in chat and she told me they should of unlocked it and she was going to transfer me and we got cut off so can you help me or can i talk to a manager
Taylor : Nice to meet you, Kim :)
Taylor : I can help you with that.
Taylor : I will need the IMEI, please.
Taylor : May I have your phone number that we will be working with?
Kim Thompson : xxxxxxxxxxxxxxx/19
Kim Thompson : its an old samsung galaxy 3
Taylor : Perfect. I will begin working on this for us.
Kim Thompson : ty
Taylor : You are welcome.
Taylor : May I have a number linked to your account?
Kim Thompson : i bought it on ebay
Taylor : Thank you. Do you have your account number?
Kim Thompson : my att one sec
Taylor : No problem.
Taylor : I appreciate you :)
Kim Thompson : [protected]
Taylor : Perfect.
Taylor : Do you have any mobile device with AT&T?
Kim Thompson : no
Kim Thompson : thats my att uverse
Taylor : Ok. Give me a minute.
Kim Thompson : no problem
Taylor : We can only unlock AT&T devices.
Kim Thompson : it is att device
Taylor : I appreciate your patience.
Kim Thompson : you cant see its an att phone
Taylor : We are working on this for you.
Kim Thompson : oh ok ty
Taylor : You are welcome.
Taylor : What market are you in? Are you the primary account holder?
Kim Thompson : yes
Kim Thompson : i have uverse
Taylor : Thank you for your patience.
Taylor : I am not able to PIN validate you because you do not have a mobile account. You just have a Uverse account. You will have to use the www.att.deviceunlock since you do not have a AT&T mobile account. If that still does not work you will need to please contact the person who sold you the device.
Kim Thompson : this is unheard of i will file a formal complaint
Kim Thompson : you cannot keep people from unlocking a phone unless its stolen
Taylor : I do understand. There is certain policy that has to be followed.
Taylor : I am not.
Taylor : You will need to use the non AT&T mobile web page or contact the person who sold you the device. If you had a mobile AT&T account I could pin validate you.
Kim Thompson : there is no policy that says you have to have a att wireless account to unlock a phone they owned or please show me that policy
Taylor : It is the process we follow. Thank you for understanding.
Kim Thompson : no worries i will contact corporate have a nice day
Taylor : Have a good rest of your day, Kim.
Taylor : Thank you Kim, for your continued loyalty and for your input on helping us remain your first choice for your wireless and entertainment needs. We appreciate your business.

People unlock phones all the time without being a customer, please explain why I am having so much trouble?

I have been with att for 9 years and directv for 17.
I called today to add a line to an existing acct with 3 lines.

I was told they needed to run a credit check.
this is ridiculous. I understand if you're a new customer, but not for someone who's been with them for so long.

I have auto pay and I have never been late.

they would not waive this requirement. they claimed it was only a soft inquiry, but it would show on my credit report.
that's not a soft inquiry.

they do not need to do this.
I told them I would leave them

they did not care whatsoever.

This morning At&T crew came to our property located ON:
3560 Hollyberry Dr. Vista CA 92084.
and they worked on one of the pole in the middle of this property.
They removed an old pole from the property, and while doing so
pulled SDGE lines and damaged the Roof top pipes and the ripped off
the conduit and the wire become exposed.

As a result of this Damage SDGE inspector was called to check this damage
and he decided to Cut the Electricity to this main meter, until the damge is repaired (fire hazzared)

This main meter is the main supplier of Electircity to 2 tenant and a work shop.
Owner ordered Electrician to come an fix the damage, and was Charged
$1, 500 for the job.
In addition the owner will have to compensate the tenant for luck of Electricity for the entire day.

the owner of the property call an electrician to fix the damged.

I scheduled new service for DirecTV and AT&T Internet on Saturday 9/16. That phone call took 1 hour and 12 minutes. At the end of that conversation I had an installation for DirecTV scheduled for 8am-12pm today, Wednesday, 9/20 and internet scheduled for 9am-11am today, Wednesday, 9/20. Monday, 9/18 at 9:06am I received a text saying sorry we missed you. After 36 minutes of texting it was confirmed that I do have an appointment schedule for Wednesday, 9/20 but at 1-3pm. I explained that I leave for work at 3:30pm and they said that is fine, they will get here at 1pm and be done long before then. I again received a text saying sorry we missed you on Tuesday, 9/19 at 9:06am. Again, I texted back and forth for 1 hour and 12 min to find out that again they are sorry, they don't know what happened and yes, I have an appointment for 1-3pm and it will be done before 3:30pm so I can get to work on time.
Today, Wednesday, 9/20, I received another text at 9:06am again saying sorry we missed you. I texted with them for 10 minutes before I began ignoring the texts and called AT&T Customer Service. I spoke with them for 11 min and 30 sec before I was placed on hold and the call was disconnected. I called back at 10:14am and spoke with a customer loyalty representative who told me that she could see that both of my appointments were cancelled by the technician but there was no reason given. She said I needed to be transferred to the technician.
When transferred to the technician department I spoke with a representative names Jules for approximately 30 minutes. He said repeatedly that he doesn’t know why the appointment was cancelled and they can’t come today and will have to come tomorrow. I told him repeatedly that I can’t take off another day of work and I needed to speak to a supervisor. When I got transferred to the technician supervisor named Jonas (case#J90032462) he said that the automated service told the dispatch center that the customer pressed the incorrect number and the ticket was sent back to our pool and placed in hold. They are asking the technician's supervisor to re-schedule for the soonest possible which will cause me to miss another day of work which we can't afford. This call ended up being over 1 hour and 9 minutes. At the end of this phone call I informed them I would be filing complaints with several service provider company’s online, as well as through AT&T and the Better Business Bureau which I am now doing.

I called to remove my landline from my services to get my bill down from $130. The gentleman gave me some credits and said my bill would be around $90 a month moving forward. I received my next bill and it was for $177! They not only did not remove my landline but added fees. I called back and got a terribly rude lady. She could not give me a good explaination of what happened with my bill but said I had to pay it. I told her I wanted to cancel my Direct TV and ONCE AGAIN my landline. My bill was paid up until 9/20/2017 and that was the day my Direct TV was set to terminate. I called on 9/19/2017 to ask about my final bill and the gentleman (Daniel) talked me into not terminating my Direct TV and that he was fixing my bill, my service would not be interrupted and moving forward my bill would be around $84 per month, the first bill being due on 9/24/17. Well, this morning (9/20/2017) my Direct TV was turned off. I have NEVER had such terrible customer service with any other provider. I am so disappointed with AT&T. Glad I never switched my cell phones to them.

We put in fiber optics with at&t over a year ago. In preparation for a hurricane if it ever occurred, this was supposed to be hurricane proof. We use this for our business internet and phone system. The fiber optics went down Saturday September 10th and hasn't been restored as of September 14th. You can't talk with anyone at at&t. You create a ticket for repair and nothing gets done. Worse company ever. Out company is dependent on emails and voice calls. The situation with at&t is horrible.

In March of 2017 we a bill that had increased our cable TV charges drastically. My wife called to find out why and was told that the time period for our special pricing had ended. Since they had increased our price so dramatically she told them we would be cancelling our service with AT&T. They then transferred her to their retention department to see if we could get better pricing. The retention department said that if we went with Direct TV they could get better pricing than before. We have had Direct TV in the past and they were a horrible company so my wife said no we would just like to cancel. The lady then tried to sweeten the offer and said that she could get us faster internet speed for less and that we could get an internet phone line for free. My wife then called me into the conversation and they went over the deal with my. I told them that we currently had two internet phones lines through Ooma and had been with Ooma for over ten years. She then said that she could get us a second internet phone line for only $5 a month plus taxes and fees so for two internet phone lines it would only be 9.95 a month. She also stated that Direct TV was not the same company they used to be and that they were much better since AT&T had started selling their service. She assured us that any issues would be taken care of. With the less expensive TV option, faster internet speed for less and one free internet phone line and another one for only $5 we decided to accept the offer. The only catch was that we had to be in this agreement for 2 years. Typically we never agree to a two year agreement but she insisted that everything would be fantastic so we agreed. She then attempted to transfer our current Ooma internet phone numbers to AT&T. When she couldn't she said that Ooma would need to release the numbers and to call AT&T back when the numbers had been released. It took us a month and a half to get the numbers released which we did and then called AT&T back. Imaging our suprise when we were told that the internet phone offer would not be honored and that we would have to pay $19.95 for the first line and $9.95 for the second line plus taxes and fees! We have spoken with no less than 7 people at AT&T about this and no one has been of any help. So bottom line, AT&T did not fulfill the terms of our agreement but also refuses to let us out of this 2 year ridiculous agreement. We have been AT&T customers for almost 15 years but no more. AT&T lies! Everyone we have spoken with at AT&T has told us lies from Sean to Eric to Rashida and more, not one person at this company has been upfront and truthful with us. They charge us for services that we call and discontinue and when they say they have credited us back they haven't and then charge a late fee for not paying for the service we didn't order. They tell us they will give us certain things at specific prices and then don't honor that pricing. WE WILL NEVER AGAIN BE FOOLED BY THIS UNETHICAL COMPANY! We will also be very certain that everyone we know hears our story and is warned not to do business with this unethical lying company. They are crooks!

I am a resident of an apartment building where we have had to put up with cell tower "improvements" for months now. The contractors park like [censored] in the lot, taking up multiple spots. The lift is finally not in front of our window but here it is, 8:30 pm and they are still stomping around and slamming the access gate. I have had enough. They have been an inconsiderate lot but the LEAST they can do is adhere to a reasonable schedule! I will be filing a formal complaint with the city. Just wanted to give you a fair warning.

I've been a AT&T customer for a long time. My complaint is the LTE service just is the worse. In my area I never get more then two bars and this is years after the infrastructure has been put in. It's just ridiculous. Thinking for while now about jumping ship and going over to Verizon or T- Mobile. You would think after all these years you would build up the LTE service it definitely isn't the country any longer in my area you guys just keep using excuse after excuse and just fed up.

On September 11, 2017, I started calling AT&TAROUND 2:45pm in reference to my services. I originally had combined billing and was taken odd without my knowledge. The first rep stated she sees it is AT&T fault and this is why she was willing to assist me. I spoke with a representative for over an hour, and as we made arrangments she restored the services, however, transferred me to a gentleman that could not further assist me in what I needed. That rep transferred me to who he stated was a manager.

In explaining this to the manager, she made arrangments for me to pay 206.86 on Sept 15th, and the balance on Oct. 14th. She also stated that my service had been restored, verified my email and phone number. I called over six times to either be hung up on, pull on hold for over 46 min, to being told lastly by a "manager" that they were calling Direct TV and hold on but all she did was transfer me to Direct TV, whom has been no help. I have been trying to get a manager to listen to my call that was over an hour to hear what the rep and manager told me and honor was I was told and turn my services back on. At this present time I am very frustrated because of how I was treated from AT&T and feel that I experienced poor customer service. I was told one thing and it was not done. Can I please get someone to listen to the call and please restore my services as soon as possible, please?

Was sent a promotional flayer about switching my service to direct to from dish. Great deal with a $200 Visa reward card. I canceled my dish (big mistake) and ordered the promotion deal. Had to pay a deposit that day, had service hooked up and have NEVER received my $200 visa card. I have called 25-30 times and have been lied too over and over about how its on the way. Its been many months and nothing. I just cant believe a big company like ATT would promote such a lie! I am very disappointed and intend on getting a group together for a class action lawsuit. This is ridiculous!

I have been an AT&T customer for 4.5 years. Today I did an online chat at lunchtime and agreed after long back & forth that I wanted to go from U450 to U300, keep 25mbps and was persuaded to keep phone, even though I wanted to ditch it, because $10 less to keep it. Then at end rep tells me he added a second line. But all seemed OK until I get home 4 hours later and find I have basic TV and basic internet! Called customer service and get some woman in India who after 50 minutes and explaining it 10 times still didn't understand the issue. Finally asked to speak to a supervisor who arrived 8 minutes later and after a few minutes says she cannot help me but if I want to hold for 10-15 minutes she can put me through to "customer appreciation", I have now been on over an hour and don't want to hold so she suggests going into a store. I start at Buffalo Grove, explain to the representative and he looks it up and explains that because the previous rep put in an order he cannot make any changes, he is very nice and suggests I go to the main store in Arlington Heights as a "core" store should be able to help. I go to Arlington Heights, show them the transcript from the chat and explain the issue and the Manager actually tries to sell me Direct TV! I tell him no, all I want is my service restored and I don't think I should have to wait a week for a service tech when my service shouldn't have been cut. He again asks why I don't want Direct TV, I lose my temper and tell him I just want my service restored, at which point he "shows me out of the door". I have been paying $280 a month to be treated like that! I immediately called Comcast and they will have an engineer out in 2 days. In the store they kept saying I have U300 even when I showed them on my phone app it says I have Uverse basic. Of course by the time I left the store it was already 7pm so I got a recorded message to say customer service was now closed and the alternate number on my TV account I called 8 times and it's constantly busy, not even a pickup into a queue. I will never use AT&T again, I have never been so disrespected in public and never had such appalling customer service.

I was told that my bill would be a set amount. And when I get the bill it's twice as much as I was promised. They shut my phone off and they never contacted me about this. Worst company ever. No communication my mom passed away and she was on my plan. I've called them about it. They told me that I had to pay the phone off. Other companies pay the phone off. I have several late fees on my bill that needs to be fixed. And they tell me that I missed a payment. Which I pay my bills every month. I would know if I missed a payment. And they never told me for 6 months past.

My bill has been wrong ever since I signed up with a bundle package. I call and speak to multiple representatives and supervisors who always promise to get it fixed. This takes hours and is still unresolved. I have been promised multiple phone calls which NEVER occur either. Bill cycle dated 7/20/17 - 8/19/17 - I no have a bundled package.

My account has been mixed up with someone else's account. This bill is showing a charge of $137.82 past due which belongs to someone else.

My bill should show the following:

Grandfathered in at $119.97 (direct tv)
Internet for $30 (contract for 2 years)
Total Bill should not exceed $152.07

Terrible service, no help on phone they hand you off to someone who has no idea how to help or even what's going on. Order internet install the gave 4 hr time frame and ended up never showing total of 7 times. Don't know who bigger fool is me giving them that many times to gain a customer or the whole bunch of dumdums they have on phones. Consistently put on hold for extended periods of time and then only to be hung up on for just inquiring as to where our tech was. They gave me an entirely different phone number just to cancel service appointment that never happened, ridiculous. Don't do business with them they care nothing for your service.