AT&T
Reviews and Complaints

Since May 2017 a charge of $7.00 + tax and a late fee is added to my bill every month for a modem I purchased from eBay, it’s the third modem I bought in six years, I must call them every month about the bill. This modem was bought around May 9, 2017. I called at&t Uverse to let them know that I had bought another modem and I needed a return mailer to return theirs, they sent one through email. I returned their modem May 19, 2017 by the US Postal service, they didn’t say (any of the six-other customer service representative) that I couldn’t use my own modem, I had always done it. I tracked it to them, they said they haven’t received it, the post office tracking says they’ve received it (about five days) when I checked. Now they are saying after I purchased and have had my own and used my own for years that they have a problem with me using a purchased modem. Amazon and eBay sell the modems on line, are they selling illegally or selling something we consumers can’t use. They say they will have to charge me for using my modem, as if I’m using their modem, and they can’t do anything about it. They say they’ll send me another modem, to replace my purchased one, so it's justified when they charge me.

At&t was supposed to install fiber internet to the home. They made an appointment but never showed up or explained what happened. I called to find out what happened, and they said the order was cancelled without any reason. The rep set up another install date/time. Again, they did not keep the appointment, and there was no call or explanation, just silence. In tremendous disbelief, I called again to find out the reason for this terrible service and lack of professionalism. They responded that the last rep, who was supposed to be a manager, did not complete the paperwork. I let the current manager who was handling this third call my disgust at their complete lack of customer service. This was in addition to nearly 2 hours of hold time. She set a third install date/time, which is today. Today they sent a text to call a rep in India or somewhere who said they can't install the service today for reasons nobody else told me. I am disgusted. Is this discriminatory service actionable? I need to find out. Should I complain to the PUC?

Hi
This night mare begins over the phone when my husband decided to change from Time Warner Cable to AT&T U-VERSE because they offer a better sport package for the football season. So, contact we AT&T and they offer us a world of digital TV, Internet and Phone package a little more expensive than what we had before, but my husband buys it anyway. we was told our total with discount would be $139.99 a month with a free month service means our first payment would had been in April, but for our surprise there was no such free month, we receive our first bill 23 days after accepting the term and conditions for the contract with late fee added, we call and file a complaint we was told was an error they apologized stating will fix it but they never fixed it we keep getting bills with past due amount and late fees, we started to pay as quick as we could via my husband bank of America debit card on their website but for our surprise the bills they keep coming back to back before the billing cycles was even over. We then go on their website and do some research on our contract and we find out we had two bundles one with AT&T U-Verse and one with Direct TV, when by fact we understand we had one contract only and AT&T and Direct TV merge together to give a great service. the reality is we was being bill separately for these company which was super disgusting to us we call and file multiple complaints with no positive answers nobody seems to know what was going on we had a lot of turn around I was super frustrated I decided to pay all those bills and get rid of them with my debit card this time, but the bills keep coming at us and even phone calls. We get a bill charging us for and early contract termination fee, I paid this too in full so they don't hit my credit report. Thank God it seems to be the nightmare was over, then couple of weeks after we started to get those harassing calls and telemarketing offers and we requested to place us on a do not call list, which was not at all successful at all, so we decided to ignore the calls, all this in 2016. Then since 2017 their sales department calls stated again they better their services and blab blab blab we stated again the same "we are not interested" to place us on a do not call list, but they just keep calling. I was told by my former Boss this was going to happen to me after I told her we change cable company because it happens to her and they mess up on her credit and she stated had to get an attorney involve because even after they paid their bill in full the extra bills and charges never stop coming at them. I receive a check in the mail on April this year 2017 from AT&T Account payable department, I call them about it and they stated they are refunding me $605.00 because of my over payment from last year 2016, which I thing was fair because I knew for sure I did over pay them, but to make sure and keep on the safe side I asked all possible questions related about this JP Morgan Chase check and was told it’s for real and I had no reason to doubt its authenticity so I went on depositing it to my bank of America checking account. I knew we over pay them but I rather deal with the loses that to deal with them. so, I deposit the check it went through, but for my surprise I get a collection call and a letter in the mail from the account payable department stating I owe this same $605.00 that they originally refund me, now they are threating me to get at my credit. My mistake was to deposit the check for I had a gut feeling they was going to try mess me up. I was on the phone more than an hour or so with a customer service guy name Jud whom spoke with me from phone # [protected], explaining me about the benefit of this refund check from AT&T I try to call this number back two months after the collection department started calling me but for my surprise this number isn't working any more I get this number calling to their main customer service number [protected]. this become my worst nightmare ever just as my former boss stated it was to her. I Just need someone to please for Jesus Christ sake to help me. I do some research on line about fraud from AT&T at complaintsboard.com and for my surprise I and my former boss and manager are not their only victims, they even have a Department of Justice lawsuit case for Telecommunication Relay Services Fraud under a false claims Act, you can see this on justice.gov
I was transfer again all over and was sent to the billing department spoke there with a Rosie and was transfer again to account Payable their talk with John and so on and so forth no one knew what is going on all they can keep saying is that it show Is that I have a pending bill with them for a check I sent gem this year 2017 from Wells Fargo but he truth is I never sent them a check I told them send me a copy of that check, because I do not use checks and since last year 2016 I pay my bill and other extra bills and charges for a month and a half service and thought all was over till they send me this JP Morgan Chase check stating they refunding me for last year 2016 over payment, now they are charging me for this refund they send me. Any time I call someone say something else, like I requested services from them which is a completely falls statement, we have Time warner Cable that is now Spectrum from the moment I end business with AT&T and this new contract with Spectrum is under my husband name. I still thinking AT&T is trying to collect other or past customers due and collection bills adding it to new customers bills to cut down on their profit losses, and I am one of their victims, because the first phone number hey assigned us when we started business with them was someone else before and according to an agent name Lin that called us on the phone issue thing she stated was an error on their part and she assign us a new home phone number. I am just tired off their mess and if affecting me a lot of ways.
I just need them to stop harassing me and my family we are tire of getting those call from collections and don't deserve it. Thanks in advance for your help and support.

Thanks
Best regards

Luz Marina Henry M.

Their customer service is the worst in the world. Sometimes they make mistakes and can't resolve issues for months. I spent many hours being on hold with them. Worthless and absolutely useless...
Everyone I know says that their company is a scam... Nobody satisfied. They are the worst. Don't do business with them, because you'll be sorry very soon.

AT&T business is a scam. The representative told me that I need to make an advance payment of $449 because I do not have credit history. Of course I do not have credit history because I moved from another country. I understand I have to make some kind of deposit . AT&T said that this $449 will be credit to the service fee so I will not have a balance due until this $449 is used.
But I received a bill with a balance due. I called AT&T and they said $449 is a charge and non-refundable. What ? I would not have signed up for the service IF they gave me the TRUE information. I had a chose to choose other company service. I called the customer service and whatever the manager (I guess he is the top end of customer service), name Ryan said what he could do apologize that the one of the AT&T representative gave a wrong information but there is nothing they can do. He said he can not do anything for someone who made a mistake giving a false information.

This is really a fraud that AT&T stole my money. $449 is a lot of money.
Please do something about this company. This company is not ethical and scam.

My husband using a prepaid line for $45. I was using Tmobile service the suddenly he noticed if he add me on his account then we have to pay $75 monthly. We will save $10. So went today pentagon city mall at&t store to get mine service. The associate name Rashad was so rude and he have jero knowledge about at&t services. His behavior also not good. When we ask something he was so angry and seems he don not like to talk with us. He charge me twice from our credit card then when we said why its twice he said ok cl and fix yoursel and also said its not his duty to help. The manager name jone he also was there and when we try to talk with him he just ignore us. They both was so rude and wasn'T professional at all. They just leave us without solving the problems. We waited few minutes more if they helo but both went to meet others custmers without talkinh with us. they just ignored us! Then we call at&t customer care and one representative solve it.

This driver was texting while driving and almost caused a multiple car pile up, this incident was in San Diego, the license plate of the art van is 30443p1. This driver needs to be written up or fired for putting my life in danger because of texting. This driver was clearly focused on his phone and not on the road, this type of driver will not be tolerated.

They are liars, I recommend you not to listen and not to believe what they say. They will cheat you, this is their job. I bought a phone with a plan that was advised by their representative. But when I came to the store the price was higher and I had to pay $135 per month. When I contacted them they were rude and didn't help.
Stay away from these scammers. You better choose a different and a cheaper company.

I used to love AT&T but now I despise it! The customer service has gone down hill and the cost for service has gone up to where I can barely afford the bill. If I had the extra money I would switch in a heartbeat. I have been a loyal customer for many years but now I am just disgusted. Shame on you corporate for not fighting the cellphone manufacturers to help keep our bill down or for not adjusting your rates to help keep the bill down. Also with today's technology you would think that you could upgrade your system not only for your reps but for your customers too! Your training program is obviously very lacking when I can get 3 different answers to the same question cause no one seems to know what is going on. Please change or eventually I will have to drop you like a bad habit!

Recently, I received an offer in the mail for a $250 gift card if I were to change from Comcast to AT&T. I called and was advised that the offer was no longer valid but they would offer me a $100 gift card and a lesser charge every month.
I signed up August 16th and after hanging up the phone, I went to my mailbox where yet another offer of $250 in a gift card was available. I called the numbers, gave them all the information but after three calls, I just gave up.
Next I received FOUR e mails thanking me and advising of installation dates that were completely different fro what the representative had advised.
The e mail suggested calling to confirm the date, which I did. Unfortunately, they "lost" the order but somehow after forty minutes of on hold and off hold, they found it.
Now they say the e mail installation date is wrong and the original dates are right.
Order Number XKHRZKJ8Y2556.
I will wait to see what happens but this does not portend for good service. By the way, I am a former vice president of a major cable network located in Atlanta and part of my department was devoted to viewer services. Many of the complaints we received were really about their cable provider, not the network --- the viewers were confused.
Well now, so am I!

Service Cancelled after this chat conversation on 8/14:
Toya : I would like to remove Starz from my tv package but do not see an option
Abdulazis D : We've removed the The Starz/Encore Package(GP) and upgraded your Internet to Internet 24 with no contract and your new monthly rate will be $168 plus taxes and fees and surcharges.

Rep put in the change as a service move and U-Verse is not available at whatever address he entered. Therefore system cancelled (U-Verse and Internet) my entire service that I have had over 5 years. Now they are saying they have to treat me as a new customer and re-pull my credit! The customer should not have to pay for the companies incompetent employees mistakes!

At the end of December 2015, AT&T and DTV ran a promotion offering the NFL Sunday Ticket for 2 years at no cost if you switched from cable TV to DirecTV. We subscribed.

All of a sudden last month, we were being billed for an additional $45 for the NFL Sunday Ticket for 2017 season! (It is $45 a month the 6 months) When I questioned why we were being charged and verified our contract was indeed for 2 years of the "Sunday Ticket" for no cost; their explanation was that our 2 years of no cost was for the final 2 weeks of the 2015 season and the 2016 season?

So, their promotion was a scam. We received 2 weeks of the remaining 2015 season and 1 full year of the 2016 season. "Sorry for the misunderstanding" is all they said and we are having to pay for 2017. Talk about deceptive promotion and advertising!

On top of that, I have cancelled my NFL Sunday ticket and they are still keeping my first two $45 payments towards the 2017 payments. Needless to say, when my 2 year contract is up with DTV at the end of Dec, we will be seeking another TV service. Unbelievable!

My act# is: [protected]

their service is the worst. TV and internet work bad. The internet is slow, I think if I sent a letter using a pigeon post it would be delivered much faster. I decided to change the provider to another one because I'm fed up with your silly service. I will surely change our family's cell phones not to use your service anymore.
Shame they don't care about customers and their service quality.

On [protected] I turn on my TV, which has a soundbar, and there is no sound so I say, OK there must be something wrong with the connection or the soundbar is broken. I try unplugging, re-loading, etc. etc. Nothing works so I call ATT. The agent does a couple of tests and says; yes your receiver is not working correctly and we will send out a new one. Great, I am a happy camper. The receiver arrives the following day, [protected]) and I install it and there was sound. Only to find out that ALL THE SHOWS AND MOVIES I had saved on my DVR system are now gone! I am devastated and call ATT customer service and she says; oh I'm sorry there is nothing we can do for you. My question and complaint is; Why did the first agent not tell me that by installing this new receiver I will lose all my programs. Why did she not bother to find out if it was the main receiver that was malfunctioning? These are shows and movies I will never get back and could have transferred from the old receiver to the new one, apparently, but the good person that I am I took the old receiver right away that same day [protected]) to UPS to mail it back. What is ATT U- verse going to do for me to make good on their mistake? NOTHING APPARENTLY. I would like to see ATT U-verse give me 6 months Free movie channels or something.

In July 2016 I walked into an AT&T store to purchase a new power cord. While I was there the manager told me AT&T had purchased Direct TV and they were transitioning out of UVerse. The manager told me that AT&T was giving an incentive to UVerse customers to switch to Direct TV and offered a deal for switching back. I agreed to switch and they started the process. Part way through the system went down and I waited for an hour. Finally the manager said I should go home and the agent would finish the rest of the work the next day. She told me that he would make sure to cancel my UVerse for the same day that my Direct TV was installed. I didn't hear from the agent again, but I got a call to set up and appointment for the installation. The month after the installation I was charged for UVerse and Direct TV and I got a text asking me if I was sure I wanted both. That started months of calling and be transferred several times to get my bill fixed every month. I think it took about 3 months to work everything out. This year my oldest graduated and my youngest doesn't watch tv so I decided to move to internet only. I called in June to make the change and the agent asked me if I would keep the cable package if I only had to pay about $30 a month for it along with the $50 or so a month for internet. I agreed that would be worth it. He said my bill would be about $83 a month. In July my bill was about $83 but in August it went back up to $122. I called in again and was told that I had received a one time credit, not an ongoing price. She said her notes didn't reflect what I was telling her. I told her in that case I would like to cancel my cable and go to internet only. She then told me I am under contract until July 2018. I asked her when that happened and she told me when I switched to Direct TV. I was not told that I would be entering into a new contract. She said she could see the contract on her screen and that is what it said. She said I would have to pay a lot of money to get out of it a year early. I told her I had been an AT&T customer for years and only switched because AT&T asked me to. It doesn't seem fair that I have to be under contract for helping AT&T transition from UVerse to Direct TV. If I had known I would be back under contract I would never have agreed and would have stayed with UVerse or changed to XFinity. It seems like every 6 months or so my bill suddenly goes up and I have to call in and find out why. The answer is almost always something that seems deceptive and was not clearly spelled out in the beginning. Calling in almost always results in an hour of wasted time and it is hit or miss if whatever change is made reflects in the next bill.

3 or 4 days ago I went with a (supposed partner) to purchase approximately $1500 with a equipment from AT&T at the N. Attleboro Emerald Sq., Mall facility. Several days ago I found out that he was going to sell all the equipment and abscond with the money. I got to the office and remove the equipment. Additionally, I put 2 prepaid plan to (purchased cell phones) into service. I do not have the pin number to his phone because the representative that AT&T put a new numbers and away from us on a machine and I didn't hear what the pin number was. I have repeatedly been declined to stop my phone service (immediately), so nothing further goes wrong, by any and all of your representatives I have talked to for 2 days. I am in contact with an attorney right now. He will probably tell me a too big to fight When he calls back, But I want you to know as far as I'm concerned AT&T could sink in the ocean.

1. I terminated service with ATT on 3/18 then received billing cycle for 02/17 - 03/17 which had advance charge for 03/18 - 04/17. Called ATT customer service right away, tried to find out how much my actual balance should be since I only used service for one day 3/18. Was told pay the full amount, then I should receive adjustment back.
2. Paid full payment on 03/30, then wait for refund which never shows up.
3. In May, called ATT customer service why I don't see my refund, was told my last bill was for billing cycle 02/17 - 03/17, my cancellation is on 03/18 so I won't got refund. Tried to explain to him it's advance charge, he will not listen at all.
4. Went to ATT retailer store, customer representative totally agree I should get refund but they don't have right to issue refund. During two and half hours, called four different person, pointing back and forth other department should take care of the case. Finally got one manager on the phone, digged out all the contracts I signed when opened account, then still can support they should not refund.
5. Even though manager agreed I should get refund, she said can't issue refund because my account was cancelled on 03/18. Asked her why they can deposit my check on 03/30 if it is cancelled account, was told because I ahthorized the check to pay by listening to ATT representative's advice to pay from first step.

SHAMLESS ATT！TREASURE YOUR LIFE, STAY AWAY AT&T!

I have been on the phone with AT&t probably 6 times for over an hour each time. One support person attempt to resolve a billing issue with Tv and another refuses the agreed on solution. Unbelievable.

I called about a billing error and after 30 min. they came back and said the best way to solve the problem was to close the account and zero the charges and set up a new account. which they did. The next month I was being billed from both accounts the wrong amounts. What a nightmare.

I finally got them to solve the issue, I thought. The next month was worse. I closed both accounts and now I am being contacted by a third party to collect back owed money. Not going to happen.

Purchase new I phone 7 in 2/17, special deal buy one get one free. Alfred Osu the store rep stated I can pay off the 1st phone whenever I want and 2nd "free" phone would be charged and refunded for 3 months. Then no more charges for 2nd phone just want to make sure you don't quit AT&T right away.

The Alfred also stated I will get a $10 credit for auto pay/paperless billing as stated on my bill. The bill statement states this credit will take 1 - 2 billing cycles. The General Manager was in the store and agreed with Alfred. Now this was back in February.

Called AT&T customer service in both April and May 1st. Told both times the $10 auto pay/paperless billing will take one more billing cycle.

Called AT&T customer service on 8/11/17. First, spoke with Danesha (not sure of spelling wrote as sounded). On issue with not getting $10 auto pay/paperless billing, she initially said won't see it itemized, "its in the plan". I insisted it was not in the plan and I would like a back credit and future credit. After 10-15 minutes of explaining my bill, she AGREED to give me a $50 credit and $10 credit on future bills. She told me to hold to get supervisor approval. After waiting 30 minutes for a supervisor, Patrice got on the line. She stated that you have to have an auto debit with a debit card or checking account and I have auto debit with a credit card. I told her neither the store nor 3 other AT&T customer service reps including the one I just got off the line with mentioned anything about the auto debit being with a debit card or checking account. In addition, Denesha agreed to give me a $50 back credit and $10 credit going forward. Patrice said the information was somewhere online and Denesha was mistaken!

I stated this was ludicrous and going forward to change my auto debit with a checking account. Although she took my account information she stated it will take ANOTHER 2-3 months for a credit. I said the billing statement states 1-2 months. She got nasty and said "well we like to say 2-3 months, in case something happens". When asked what she meant by in case something happens she replied "just like I said in case something happens".

In the case of paying off the phone early, you may pay off the 1st phone, but you must keep the 2nd phone for 30 months total. Again, the store insisted I could payoff the 1st phone whenever I want and the 2nd phone was only to be charged for 3 months. She stated "I guess they were wrong". This makes you keep AT&T for at least 30 months or you pay for both phones. Now, there's nothing wrong with this if this is what you are told when purchasing the phones. But AT&T feels as if you should have done your research online.

Your company has the worst service in the world and absolutely no help when required. I wish I could give you 200 negative stars.
I'm upset that I can not upgrade my iPhone by signing up for a 2 year contract. I also can't buy the phone for a cheaper price because I've got a value plan. I was a loyal customer, but looks like this means nothing to the company.
This is really frustrating.