AT&T
Reviews and Complaints

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.

I have been a customer of ATT now for over four years. I have everything with them, wireless, TV, landline and internet. I have been trying to downgrade my programming for over three months now to no avail.

I have called numerous times and have been switched from one rep to another and have been placed on hold for over 50 minutes at one point!
I finally got to discuss my situation with a rep in Texas and she promised me that my request to downgrade my plan would be executed along with two free offers for being a valued customer. Sounds great right?

Well, in the ensuing months, come to find out, these changes were not made and my bill has been higher than ever before! I have tried countless number of times to speak to someone only to get a runaround and no solution. I also was told I was paying for packages, ie: NBA league pass that I cancelled months ago!

I cannot get this resolved and I should not be paying for things I don't want! If anything, they should be reimbursing me for the overpayment's I have made the past few months! Is this how a big conglomerate treats loyal customers?! Unacceptable!

I need resolution ASAP and I hope this platform expedites the process!
Account # [protected] Directv #[protected].

On August 4th 2017 I contacted ATT and inquired about a deal on their smart watches. Long story short the Rep on the phone told me that, since I was a long time loyal customer he could offer me the Samsung Gear S2 for $45.00 dollars (Which would show up on my next statement). The monthly fee would be $8.00 a month with the delivery and activation fees waived. I agreed since it sounded great. He said he needed some information to verify my identity and asked for my ID and debit card number. Little did I know what he actually was doing was charging me the full price for the watch. I was charged $227.74 and when I called several minutes later to cancel the order I was told that it couldn't be done, because the item had already been shipped. I demanded a refund and wanted what I was promise but got nowhere. After making several complaints, reporting the company to the Better Business Bureau, and treats of closure of all account including direct TV, Internet, Phone, Cell Phone, and Tablet activities. ATT finally decided to give me back my refund including the overdraft fees that was charged to my banking account which came to a total of $320.74. They also corrected the order which actually came out to $28.97 for the watch and $10.00 a month. It's sad that it took all of this, a entire week, and talking to several reps to get someone to listen and do their job!

On August 9th, 2017, the AT&T retail store located at 695 Tucker Rd a, Tehachapi, California 93561, was scheduled to open at 9:00am, however, upon arrival to stated location at 10:00am the store was not open and no employees were available. By the time an employee, David, reached the store at 10:15am, there had been a line of seven people waiting for more than an hour. This retail store not opening on time is unacceptable. For a phone company that competes with the other top phone companies in the nation to provide the best phone/customer service, this is unacceptable. I personally was not able to get a phone today because of this incident. Disappointing.

I signed up at an ATT store for Direct TV, the internet and a home phone. Direct TV came out within a few days and that is working great. The problem is getting my home phone service. I have no cell phone service at my house and have advised ATT of this but they persist in calling me before they come out and since I get no service they never come to install my home phone. ATT admits their technician did not look at the notes but each time we have to reschedule for another 8-10 days. This has now happened 3 times and still no home phone and no interest in trying to cut down the days of making an install. So incredibly frustrating and they just give lip service to trying to help.

I am so upset with At&t. I have been with At&t for many years. I have cell phone, cable, and internet with them. I have never been late or missed a payment. I have called At&t everyday for the last 30 days to get my issue resolved. Each time i was promised that it would be fix and was even promised a 100 rewards card from a superviosr for the inconvenience. Well there is still a 609 charge on my account for a warranty device that was returned over 30 days again..My bill was due two days ago. They haven't credit the money back to my account, i never received the rewards card, and every representative i talked to lied including several superviors. I recieved a email from At&t weeks ago stating the device was received. It took no time for the charge to be placed on the account but a decade to have it removed. I am so digusted with At&t. I posted on this page July 21, 2017.  I was told it should be fixed by the end of that week. It is now 10 days later and NOTHING has been done. A new bill is coming out tomorrow. It is going to be over 1000 dollars. Then they had the nerve to send me messages saying I was losing my discount because I cancelled auto draft.. Smh! I now have 4 cases open and still NOTHING and today is August 6!

ATT didn't give me credits for the second phone yet. When I started taking service from ATT, I was told by ATT staff that I would start getting credits for the second phone after the third bill cycle. But, that has not happened yet. They are still charging me for the socond phone set. This is unfair and injustice to me.

I can't wait too long and I am gonna have to return both phone sets if this issue is not resolved soon. I would also ask for refund of monetary damages in that instance.

We are seniors and definitely not tech savvy. We went into the att store in Smith Farms in Owasso, okla for help to download pics that my daughter sent on our new I-phone. Chris told me right off that I needed to come to their information class to learn how to do this stuff, that they were a tech service not an information service. I ask for a manager. Chris immediately went in back and told the manager his side of the story and the manager, Edward, came at me with his snotty attitude and "were those his exact words"? We don't have a information class here. I lost it and said a few "choice words" and left. We immediately cancelled our service with att mobile and will cancel all of our business with them asap.
Rick and Reba Wright

I am a professional in the customer service industry and have been for 15 years. This is the worst customer service experience I have ever seen or experienced. My husband and I moved to an area that unfortunately for us, AT&T is the only internet service for our area. We have made an appointment for service installation. The technician never showed and didn’t call to reschedule the appointment. We had to call and reschedule the appointment after days went by without any communication for the company. The second appointment the technician came out on the wrong day when no one was home trespassing on our property, he then ran a line through our property and didn’t bury the line., all preforming this without us being at home. With still no internet and now an exposed cable running down the middle of the yard we still do not have internet. We rescheduled another appointment to have a tech come out to the house and an automated system called us late the night before to inform us that they have changed or appointment to the 14th of August, today is the 4th. So, they are now telling us that in the addition of having to wait for internet already for 4 weeks now it will be an additional 10 days longer. When my husband called to complain he was hung up on by the representative when asked to speak to a manager. I then decided to get involved. I called and was passed around, out on hold, and had to waste an hour of my day only to end up with having to ask for a manager. I will not accept another reschedule of our time, and I expect a tech to come out today. After spending this hour phone call talking to the representative at work he informed me that it would be Tuesday before a tech could come out. I asked to speak to a manager and I was hung up on as well. I am currently seeking legal action as well as communicating with the better business bureau on the wrong doings, missed days of work, as well as the aggravation and stress etc.…. STAY AWAY FROM ALL AT&T SERVICES!

To whom it may concern,

AT&T's customer service has grown to be one of the worst companies I've ever dealt with. I just got married last week & decided to go with AT&T's bundled U-verse 300 and Internet 50 package. I was promised no installation fee or activation fee. I was asked by the sales representative what I like watching in order to offer me the package of my interest. After mentioning I wanted any channels to do with football on Sunday's, I was directed to the U300 package. I went ahead and scheduled a technician to come out and install service at my new apartment. I asked the technician Summer Clark which NFL football channels I am getting and she mentioned direct TV has them all if you get the Sunday ticket, that is exactly what I wanted initially so I had the technician install internet and opted out of getting my U-verse 300 installed since I wanted Direct Tv for the Sunday ticket. I was given Direct TV's number to contact to schedule a technician to come out and install.

After calling Direct Tv and talking to them for over an hour going over everything, I was told that the rights to my apartment complex was sold to a company named "Access Media 3". I was frustrated after wasting that much time just to be told that they couldn't help me. I was patient and called "Access Media 3" which was actually the worst company I've ever dealt with in terms of customer service. The lady was rude, did not care about the customer that's about to sign a 2 year contract with her.

She mentioned the wiring at my apartment was outdated and they could not install direct TV at my apartment until they come out and install new wiring. Again, after wasting an hour on the phone I come to find out I could not get the NFL Sunday ticket I wanted.

I decided to call back AT&T since I had their internet already installed, told myself let me give the U300 a chance since they are different entities even though they are owned by AT&T. I spoke with a lady, frustrated over the experience I've gone through thus far. (Forgot to mention, I also went to the store and waited over an hour to be told they couldn't help me there). So I'm explaining to the representative how bad of an experience I've gotten from this whole ordeal. She seemed like she was having a bad day and did not care to provide the customer service or satisfaction promised by AT&T.

After mentioning that due to my terrible experience with AT&T I feel like I should just cancel my service, well.. She decided to cancel my service telling me "Ok sir, I'll go ahead and do that for you now". Without hesitation or trying to provide the customer service to fix the situation on hand, she decided to just cancel my service. Which in the heat of the moment, I was convinced I was not going to waste any more of my valuable time with AT&T.

After getting home from work, I decided not to group what happened to me from one representative or direct TV with AT&T as a whole & called back to get the U-verse 300 installed (what I initially ordered) & was told I had to pay $450 dollar advance payment. How would I be required to pay $450 if just a week before that, I had a technician come out to install everything with no advance payments, activation fee's, or deposit's. All of a sudden because Direct TV could not provide me service and I decide to go back to U-verse, they decide to charge me $450? That's ridiculous. After speaking with a representative for over an hour again, I get hung up on when I asked for manager to find out why I would be getting charged if I was getting service installed at my place the week before that with no extra charges.

So I decide to call back and file a complaint against the person that hung up on me after an hour and fifteen minutes on the phone with him. I asked for a manger, the representative I was talking to told me that I never order U-verse 300 to being with (even though I have an email from AT&T thanking me for opening an account and had the items I've ordered listed on the email. U-verse 300 & Internet 50. The representative pretty much called me a liar in the nicest way possible so I offered him Summer Clark's number (the tech that came out to install my initial service) and told him to contact her and she'll tell him since he won't believe me. He could barely understand what I was trying to say in English so I asked to speak with a manager. After he spoke with his manager & told me they are ready to take my call and he would transfer me, his manager did not take the call. I am actually still on hold waiting to speak for a manager. I've been on hold for the past 45 mins and does not seem like the manager is planning on taking my call today. He literally is leaving me on hold til I get tired and hang up (which I won't) and I'm pretty sure he will hang up on me eventually. I have recordings and screen shots of everything I've mentioned. The call is currently at almost an hour being on hold.

Not sure what kind of customer service AT&T is trying to provide here by hiring the worst possible representatives & managers. I am in contact with over 30 different individuals with issues with AT&T and we will get together and take a stand for what's happening if AT&T does not get it's employee's act right. This is not acceptable and something will be done about it sooner or later. I will not stop here, I will be sure to leave bad reviews on every single forum, website, platform, & social media accounts possible. I will also file with the BBB & take this as for as I can take it.

I am a sales director for a distribution company, so I know about customer service. How AT&T thinks they can get away with this is beyond me but it is only a matter of time until everyone places their hands together and does something about it. We are currently looking into gathering all the evidence and proof to all accusations made against AT&T and its employee's and it will be used to stop this nonsense from happening to any more people simply looking to get service with one of the biggest names in the industry.

PS: Currently been on hold for an hour and twenty minutes waiting for the so-called manager to pick up his phone but obviously, he does not care about the company or it's customers. I will be sure to cancel all services with AT&T and do what is necessary to get this to ANY and ALL media outlets, news papers & social media outlets across the nation. This is unacceptable & just out right WRONG.

One year ago an ATT sales person told me the package I wanted to order Mas Ultra would cost $55 a month on a 2 year contract. I compared the package to one offered by Dish, and the sales rep told me told me again...$55 a month for two years. She must have said "$55" 4-5 time during our conversation.

I just received the first bill after one year and the price jumped up to $164! The new bill doubled the $55 package to $111 and added on NFL Sunday Ticket for a total of $164.

I was shocked! First, why are they trying to bill me for the NFL service I never requested, and why was my $55 a month double up to $110? The account representative with ATT said, "that is what I agreed to" when I signed up. Not true. I was repeatedly told it was $55. "That's it" said the sales rep.

Worse yet, now ATT wants to charge me $220 to drop my service. Dish TV has comparable service with a guaranteed 2 year price about 1/2 the price of DirectTV. I am waiting for a return call from ATT corporate to process my complaint with it.

AT&T violating rights against disabled consumers:

On 6/15/2017 I requested cancellation of service for DIRECTV over the phone to an ATT representative, it was clear that I made the service request for cancellation clear and coherent to the representative over the phone. In mid – July about a month later I received an updated statement with charges that clearly indicated my service was not cancelled, and ATT continued to bill. After speaking with a representative credits were applied backdating to the requested cancellation date.

Service at my address was then activated under my Mother’s name, unfortunately due to a serious illness (stage IV colon cancer), I felt it prudent to have utilities and other bills established with my mother’s ability to access it. For this reason just after the cancellation of service in June for my DIRECTV, my mother opened an account in her name at my address (29 Eastman St). Weeks later I received multiple bills of which some had different account numbers, after speaking with many representatives, making multiple calls, visits to the local ATT store, and later a conversation with the office of the President of ATT it was confirmed that multiple accounts had been opened under my mother’s name. The duplicate account(s) were closed, then about a week later another bill was received indicating that I owed for an early cancellation of the contract. This fee was in excess of $500 and later added to more than $600. ATT opened a false account fraudulently under my mother’s name, and then later assessed an early termination fee, this was SUPPOSEDLY corrected and the account should have been closed and the account should have no balance. This was not the case Victor McGrorty from ATT Office of the President did not correct this, instead I received another collection bill from ATT for the balance. Another call to ATT and supposedly the manager for Victor’s department had corrected this and closed the account – this is yet to be seen since as I typo this letter 7/28/2017 I have not received any verification of this action.

As part of a long time customer of ATT’s and the obvious inconvenience that this has caused, along with mental distress, and ultimately the fact that this is taking time off of my life as I am a cancer patient - I find their behavior and ATT’s behavior grotesque in their treatment, and their offer of a $25 credit towards my account. That is not a misnomer $25 credit. I refused the credit and found it so insulting it nearly brought me to tears. As I type this it’s difficult enough to manage finances on a fixed income, but when a company clearly violates your rights and commits a flagrant, fraudulent, and beyond inconvenient distress to the remaining time I have left and my ability to continue to manage my finances for myself and my heirs. Restitution should be significant based on these circumstances.

The story does continue….

My cell phone service also had fraudulent activity committed against it. A new IPhone 7 was fraudulently ordered against my account. ATT’s security failed and allowed someone over the phone with an agent to order and obtain my personal information. My cell phone was hacked in June, and safety precautions were taken to prevent this from occurring (on my part NOT ATT’s). However, the lack of support from ATT, the lack of empathy, and no apology for their lack of due diligence to ensure that I was the only individual to access the account without authorization is frustrating to say the least. Both of these fraudulent instances occurring nearly simultaneously is suspicious and the FCC/CFPB/FTC/Office of the President of the United States, and the Attorney General should investigate to see if other consumer’s rights are being violated by ATT’s practices

On July 29th I went to AT and T in College Mall, Bloomington IN to get a local SIMcard for my three week stay in the US. I come from Switzerland at least twice a year and have used At and T for my visits for the last 7 years. I brought my small Nokia phone which I have had since 2010 but which still works very well. I was given a new simcard for $5 and a plan costing $30 for a month's service with unlimited calls and texts. At no time was anything said about the possible incompatibility of my phone which is now 7 years old. The new SIMcard was put in the phone, but it was not picking up the network . I know that this can take some time, and I had an appointment, so I said I would wait and see if the phone would connect to the network and come back later if there was a problem. As it turned out, my phone was successfully connecting to "a" network with my Swiss SIMcard in it, but there was no signal with the AT and T SIMcard. I went back today, July 30th, to ask what the problem was. NOW I was told that AT and T has suppressed "2G " since I was last here in February and my phone is not compatible. I am the customer, not the technician, I have never heard of 2G until today. I expect professional service and that includes recognizing the basic model of the phone I have brought in and informing me that the plan I am intending to purchase will not work with that phone. I pointed this out to the manager. I requested a refund. He refused point blank and just kept repeating platitudinously and obstinately that there is no guarantee that a service will work, that this service has been provided to me anyway, and once the SIMcard is in the phone it is too late to refund the money--even though I have obviously not made a single call. Plus, I know perfectly well that the number I have been allocated can, and will, be reassigned to someone else when I leave after 3 weeks. All that has happened is that a little piece of plastic has been detached from a card and put into my phone. Well, your manager stonewalled and hung on to my $35 plus tax and maybe he will get a promotion one of these days, but this is totally unfair and unacceptable and I will not be using AT and T again. Your manager suggested I purchase another phone for $50 to resolve the problem. The very same phone is available right next door at Best Buy for $25. I had wasted so much time already with this tiresome story and I have too busy a schedule here to muck around any more with all this, so I felt I had no choice but to go ahead and purchase the phone at Best Buy--- by the way the phone comes with a SIMcard included in the price so now I have not just one SIMcard but a useless second one. The phone itself will also be useless to me three weeks from now when I return to Switzerland since it is locked. I am thoroughly irritated by this incident. AT and T absolutely owes me a refund for the careless and incompetent service. The only goal is to make money apparently.

On May 30th a U-verse service tech was sent to make repairs to my U-verse service. My television modem, and cable boxes were knocked out of service. My 32 inch television was connected to one of these boxes. In order to correct my issues with my U-verse service, the affected equipment had to be replaced. The technician also discovered that the electrical equipment was improperly ground. Replacing AT&T equipment did not take care of my connected television. I filed a claim(#[protected]-01) and was given a case number(J77053034). I have called on numerous occasions
speaking to Logan Glenn, then being transferred to Brandon Maloy, (the person who is supposed to be handling my case). I've been told that I will get a call back and I never gotten the courtesy of that call back from him. This has been going on since the beginning of June. I have left phone voicemail messages for Sedgewick to no avail. I am awaiting a status up date and have given up on trying by phone. Please contact me so that this matter can be resolved and I can secure some payment for the damaged television.

Home phone and internet stopped working a week ago. Made a phone call to at&t, only to run circles with the automated system. Called again and finally made contact with a live customer service representative and was informed that the problem would be corrected in a week's time. If there was a competing company, I would have given them my business a week ago.