AT&T
Reviews and Complaints

We received a flyer offering us to switch from ATT U-verse to using Direct TV and ATT internet for $79.99 a month. On March 25th they hooked up our Direct TV and I called AT&T to ask them to combine our billing for the bundle deal. ATT said that we had to wait a couple of billing cycles for it to get straightened out. I have been contacting ATT at least once a month, sometimes twice, to get this straightened out. It was my 3rd or 4th call on June 13th where they told me if I paid $40.53 instead of the now $300+ bill I was getting (this is after being switched to a different person a couple of times supposedly had a manager "Ann" there) it would be all straightened out but to pay right away and that way she could fix it right away. I paid that day. She did nothing! I got a confirmation number so thought okay I'll call back and give them that number and they will take care of it. Well a confirmation number is a JOKE. The next person (actually transferred to 3 different people) that I spoke to on July 20th couldn't even find a confirmation number and had no idea where they came up with that number. I had a 3 HOUR chat (not exaggerating, really 3 hours, I have the conversation printed) where they said they could get my bill to $174.00 (still way too high) and take care of that part. A manager would call me the next day to get me correctly on the bundle deal ("the best one they could offer"). Never got a call and she never fixed my bill! For some reason I was surprised. Ugh! So as much as I dreaded making another chat/call on my day off I had to. After about an hour into the phone I actually got a woman by the name of Aubrey (I'm not convinced they really use their true name) but she FINALLY got the billing part done. Thank you "Aubrey!" She was nice and apologized that this was way over due. No kidding. BUT still have the problem of the $79.99 a month they promised us. By the way Comcast was offering the same deal at the time. We contemplated on switching but we have had ATT for years so we stayed. BIG MISTAKE! A manager was supposed to call me and did this time. The best they could offer me at first was $90. Not to complain over $10 a month more but the point is they promised us the $80 a month price. On hold again...then another person got on the phone and said $85 a month is the best they could do. At this point my blood pressure is through the roof and I'm trying not to completely lose it so I agreed and said as long as it is retroactive to March and when our 2 years are up WE ARE DONE FOREVER with ATT and DIRECT TV. He said this day an age you need to get it in writing, get confirmation. Well when I got a confirmation number it was worthless and he was supposed to send me a confirmation email. NO EMAIL! So this nightmare is probably STILL not over! They both blamed the other (ATT/Direct TV) for my order not going through as a bundle. Now in today's paper there is an offer for $55.00 a month for the Direct TV/ATT internet bundle. I want to throw up. Nice way for you guys to treat your long time customers! Can't wait to be done with them. Comcast always got the bad wrap for customer service but ATT is now just as bad. I would definitely suggest anyone switching that wants to keep their sanity to use Comcast or some other company but NOT ATT or Direct TV! To top it off we constantly lose our Direct TV signal.

I entered the Searcy store on 7-29-17 because my son's phone quit and I wanted to use the insurance. Antoine met us at the door and asked how he could help. As I explained the problem he advised me that AT&T didn't file insurance claims and he would get the insurance company on the phone for me. I asked him why this was when I had been in the same store last week when my other son's phone quit and they filed the insurance claim in the store. He replied it's just better to talk to a person over the phone than file it over the computer. I told him if I wanted to do it over the phone I would have stayed home and called them myself. He then got on the computer and filed my claim. He then advised us that the replacement phone we would receive was not a regular smart phone like my son had but a blackberry type phone with about a 1 &1/2 inch screen. We told him we weren't satisfied with that since we had been paying insurance on this phone for 5 years and wanted at least a phone as good or one better as a replacement. He said that was all he could do so we ended up having to buy a new phone. Before we left the store he advised us that if we had just made the phone call he had asked us to make we would have gotten a better smart phone with the insurance. I was so angry when I left the store... if he had explained himself in the first place we could have used the insurance we'd been paying for 5 years and wouldn't have had to buy a new phone. I am so dissatisfied with the way we were treated today. Antoine never smiled the whole time and was really cold and confusing every time I asked him a question. I don't know what else to say except I'm very dissatisfied. Please reply. Thank you. Sonya Couch at [protected]@gmail.com.

I just spoke to a Customer Service Agent today about my Current Bill, and
the Agent told me that someone is using my personal information for some
Cable Equipment that I cancelled on 7-10-17. I can't believe that anyone
has THE NERVE to use my name for "Their Cable Service"! AT&T and Direct TV are trying to charge me for another Customers' NEW CABLE BOXES! The Cable Man never even showed up to "Install the Cable Boxes" at my Home, but they think that I am supposed to pay for equipment that I never got! THAT IS NOT GOING TO HAPPEN, OKAY?!

I terminated your service and returned the equipment as per requested on a email to me, with the exception of model VIP 1200 it had been replaced by your service people sometime during one of the many service calls. It was replaced with Model VAP 2500 S/N M9 that is the info on the box. I have been told that I did not return a piece of equipment. I returned all the boxes that I had including wires, remotes ect. I would have no use for any of ATT equipment so why would I not send it all . The equipment was shipped 6/8/17 from a UPS store as directed. In trying to settle this problem I have had severale calls to your billing dept who could not help and would send me to product support and they would agree that all came back and would send me back to billing who inturn would say that what ever they say does not mater . I was also transfered to a Manager who hung up on me.I am due a refund. But I am being invoiced for the non returned piece . I do have pictures of all the material I sent back

1. we are long term customers of directv - so we have and account with them
2. our phone being serviced by Verizon stopped working and was advise by AT&T as well as Verizon that we needed a new phone
this was in Venice Florida
we reside there for six months each winter and stay at an RV Park that provides TV basic and Wifi internet connection
they also have contracted with Comcast for the Internet at 19.95 per month
the AT&T store had a so called special where they had FREE phones - and FREE IPads thrown in with the service - oral conversation with the personnel
they are dishonest as the day is long - as it has now come to light
3. this began 3/8/17
a. Mini IPad - they put the app where I could download on the mini IPAD which I soon learned was a piece of junk - maybe its good for games which I do not engage in. after downloading 1 movie and not understanding what was happening I started another and the download speed slowed way down - to the point that that would not work - later discovering that we had 6G on the phone. part of the oral where we informed them that we didn't need that much but this was a special - our history which we informed them of seemed not to matter. I also didn't understand how I could download movie(s) without the so called necessary equipment - then came the light. So back to the store to return it only to be advise that there would be a restocking charge - $45 -which was never brought up in conversation - not that that matters under their con contract. service requires that we have a wireless internet connection via another phone number - another con - but they would provide it !0+taxes2 ( 20% for the government) cost of protection for the company! What a deal.
b. Internet - in conversation we informed them that the park was setup with wifi and that comcast for a charge of 19.95 per month one could get internet. we where told that we needed internet for the phone - then I find out that was true but was provided with the phone via wireless - that they where "throw in 6G service" a duplication and deceptive is what it really is! they could not provide for internet as the term applies.
c. directv - we have an account with them which carries a credit of $68 as we had put it on vacation. we are decade old customers and have done this over so many years. to provide service at the trailer park we stay in who provides TV service as part of the cost we need a dish which AT&T was going to provide and install FREE. they came in a few days at 3:50 PM only to be told that they AT&T could not install do to the trees. another funny part of this was the fact that we already had an account with directv as stated and that we had informed them as such. So in strict terms we where really not NEW customers and that this was in violation of the offer. In addition they where going to include 3 months of premium channels -
when we returned home we hooked up our service with directv on 4/18/17 telling them of what we had done in florida and expecting them to provide 3 months of free premium channels - they did provide a partial but not 3 months worth as we where now receiving a number of different bills from both the two of them - directv and AT&T. what a mess that has been! I will not go into that fiasco.
d. phone - FREE of course and NO CONTRACT - just pay $13/month+government - they need the protection monie - the company that is. after all there is the consumer bureau, fcc, and sundry other bureaus that need to get into the act for protection - protection for who?
this comes with your own phone number which is confiscated upon signing for protection of course - you guessed it - the company holds it as hostage in case you have funny ideas about not paying. the sum total of free is just under $400 to get the number out of hock.
enough for now! what a system - and its all legal as that term applies - again - ask a lawyer - or ask what they would charge to bring to "justice"

I called Att 5 times ..went into the store july 10 to upgrade i already had Asurion to protect phones apparently when i upgraded it started from that day not freaking fair all i did was got a new phone which i have done before its bad enough i give att almost 700 a month for cable, internet and uverse i also pay 34 a month for This insurance and will not pay a 225 dollar deductible! Because att cant seem to fix they mess up and show i already had INSURANCE IM SO FRUSTRATED no one wants to help me after this complaint im filing also with BBB AND CONSUMER affairs it makes no sense to Rip your customers off!

I have an iPhone 7 phone. All was well until July 9th when I lost service. Apparently a tower was down and I was told it would be repaired. 19 days later and I have been given the run-around. I keep getting messages, saying I would be back in service "tomorrow." I requested a boost to the signal and was told this would cost me $149.99. I refused this, saying the service was fine until the damage to the tower. I understand that I am on the edge of the coverage in this location and the tower might have been turned slightly away from me. I can use my phone fine 100 yards away from the house, where I can pick up a signal. I am a senior living on my own and this is not acceptable. I have been a customer with AT and T and Cingular before that for 17 years. If it not possible to give me service, they should have told me earlier so that I could move to another provider. They kept promising the servce would be rectified.

Coy, Connor Owen and Miranda C. At my local store in oxford ala. .. I made a cash payment on 6/23/17. I got a notification in july that my payment was not received thus I went to the store to clear up this matter. When I asked for the supervisor I was told he was at lunch by miranda c. Being on my own lunch break I returned to the store on that saturday, asked for the supervisor "Coy" to clear the matter up, he came out of the back room with 2 other employees and never addressed me instead sent an employee to handle it and retreated back to the back room. I was asked some information and told I would be contacted in 2 to 3 days with a resolution. I was not contacted. I called the store that next thurs. And asked for coy the supervisor and told them the situation and was told coy was on vacation. I returned to the store on the following Monday and talked with miranda c. Who told me that the supervisor, coy, was no longer working for the company that she was in contact with the district manager, by text, to resolve the matter. She took a copy of my drivers license and told me I would recieve contact from someone within 24hrs. I received no contact by wednesday, today, so I went back into the store to resolve the issue. This time I spoke with connor Owen who assured me that coy still worked for the company and that I was lied to by miranda c. Then connor told me that my payment was credited on 7/15/17. When, I asked him to double check and print me a copy he got noticeably and verbally upset and said it's right here on the screen and he could not provide me with a copy. I then asked him to physically write down and verify the day of and that it was accredited and sign it, his attitude worsened. I apologized for being any trouble and for his frustration but that I had been to the store 3 or 4 times by advice of customer service and I thanked him for his patience. He very rudely handed me the hand written copy that he signed and yelled to the next customer NEXT before I could get out of the chair to leave.. awful experience when someone could have told me the issue was resolved and not lied to me about the supervisor and saved me 4 trips to my local at&t store. Unacceptable!

We decided to cancel our Att/direct tv acct soon after they merged. I had been a long time customer of both independently. However, after the merge the cost was atrocious. So I contacted them via chat explained that I wanted to cancel. Of course we went through the process of them trying to buy me back. But I refused so at the end of the conversation I said do I have any balance due they reviewed my account and said nope you're paid in full we just received your payment and it was over. Now 2 years later I get a bill in the mail that says I owe them money so they send them a copy of the chat because I'm smart enough to save all these things that shows the whole conversation. I then get a phone call two or three months later from a collection agency saying that the dispute has been refused and then I still owe the money. Nothing from AT&T about the dispute.

The most recent is the "your credit card is ok". It always says that if I do not wish for any further calls, press 3. I usually do. Two times I pressed 1 so I could ask them to never call again and was hung up op before I could ask. Today 7/23/2017 we have had six by the same people [protected]. Usually, we will get several calls (all giving us a opt out number) from different phone numbers using the same Company name.

These phone rats will not quit calling. How could I get THEIR location for an up and personal meeting?

ATT prepaid is charging me multiple times when I send or receive a text. I've called them twice and can't get a resolution. The customer service agent is polite but being located in a foreign call center, doesn't seen to have any authority to fix this. I wonder how many other people are having the same problem. May take a class action lawsuit to stop it. I plan to keep trying to reach a supervisor in hopes of resolving this before I escalate to Attorney General and legal action.

AT&T Account #[protected]

I contacted AT&T on May 16, 2017 to discuss my monthly bill charges. They had gradually increased and I wanted to reduce the bill. The monthly charges had exceeded $200. The representative told me that I would receive a credit on my account and that the billing would be reduced monthly to $152. June and July statements came in again in excess of $200, the July statement is actually for $228.31, so today I contacted AT&T again to inquire about the high fees and they told me that I did receive a $50 credit. Don't know whose account they credited but it certainly wasn't mine. They insist that the credit was issued, but if you look at the billing amount of $228.31, there was clearly no reduction--it actually increased. My concern is that they told me that my bill would be reduced on May 16 to $152 a month and it has actually increased to $228.31 a month.

I called to get at&t/direct tv services back in May they came out and was unable to install services due to trees surrounding my home. After services couldnt be meet i called at&t/direct tv to let them know so i could be refunded. im trying to receive my money back after 2 months. I received my 299 from at&t now after 2 months im still waitn on my 100 refund from direct tv.

I have been with AT&T for over 20 years.
I set an appointment to have our Internet service repaired and upgraded.
I took off work for the scheduled appointment and the time came and went.
I find out I was "BUMPED" and the next appointment is over a week away.
I got pushed to the back of the line. I will be looking for a way to return the two new phones I purchased and find another company to do business with.

Since Tuesday, 7/18, I have been without a land line and internet. I have been on the phone with AT&T tech, Sales and customer service because everyone keeps transferring me. NO ONE WILL HELP ME. One person says my internet needs to be fixed first. The next says my phone line needs to be fixed first. ALL DAY I've been passed around and guess what, STILL NO SERVICE. AT&T IS THE WORST

I called on a Friday to transfer my service to a new apartment. I was told by one representative it would be hooked up on Tuesday of the next week. I received an email that had my installation date out two weeks. I called on the Monday prior and a second representative said to ignore that even email and that the installation would be on Tuesday between 1pm and 3pm. Come to Tuesday at 3:10, I call and am told they could not expedite it. I asked if I had been lied to and they said no despite the fact that the representative said it was noted that it was supposed to be today. He then puts me on hold for twenty minutes after I tell him to cancel my order and service. He comes back and says he's going to transfer me to the loyalty department and if I'm still not happy, they will cancel my service. I told this representative to cancel my service and not transfer me because he said he could. He then said okay and then transferred me anyway. This is the third representative to lie to me. Then, the loyalty department says they will credit me $50 if I can wait an hour to be called back in regards to them getting someone out to hook up my service on Wednesday, the next day. I said okay, and set an alarm. They called 55 minutes later and said they could not get anyone out. They said he dispatcher said we had bad weather. I live in Monticello, AR. We had rain on a Saturday, for ten minutes. Since then, it has been sunny and warm and will continue to be for days to come because it's the south and it's the summer. This representative did not think to check the internet - which they had - to see if their dispatcher was lying. So I was lied to four times by AT&T. I have decided to go with a local company and I not only cancelled my internet and cable but will be cancelling my phone with them and switching to Sprint. Good job, AT&T. You're a bunch of liars.

ve had Directv and ATT service for approx 2 months, it has been a nightmare. I paid my wireless bill in the amount of 320.00 3 days later my service was interrupted for non payment. Since it is impossible to speak with a representative if your phone is disconnected, I was forced to pay an additional payment of 350.00 to get the service connected to speak with a representative. After speaking to 5 representatives I was told that I paid my Directv bill instead of the wireless bill, I don't know how that is possible since they are under different logins. So I played along and contacted Directv and they told me that there isn't a payment for 320.00 even though the payment has been deducted from my banking account and I can see the payment under ATT wireless. This is terrible service, I know have a payment of 320.00 floating somewhere with another payment of 350.00 being deducted. And I thought Sprint was bad. Can you tell me if I'm under contract as I want to cancel all of my services. I've been lied to since the installation of Directv to the transferring of cell phone providers.

I called the customer service to set up an autopay enrollment. First I was on the website and login but couldn't locate the autopay section. Then I called the customer service to get help to guide me on website. The rep name " Dossdlane" insisted she has to set up the autopay on her end. I can't change the setting on my screen. Then asked me my credit card # to set it up.

I wasn't comfortable giving my card # over the phone when she was very anxious to get my #.
I told her I'd not set it up if I can't do it on my screen. Regardless what I say all she wanted was my card #. Then she said she get many calls for this issue and only customer service can make changes.

Later I got help from a friend to find the setting for the autopay enrollment on my desktop.
I don't understand why she was so anxious and rude to get my card#.
I have been with ATT over 20 years and had good experiences but "Dossdlane" rep made total nonsense and lying.

Where do I begin? Maybe I should list each of the problems individually.

1. In September of last year, we were told there was a promotion for Iphone 6 users to trade in their fully paid off phones for a free Iphone 7. We went into the store and they said they couldn't handle it there-we had to wait for AT&T to send us pre-paid labels and boxes. Once we received the boxes, we took the label, stuck it on the box, put our phones in and shipping them back to the store. Months came and went and they kept billing us for our new Iphone 7s. My husband called AT&T dozens of times during the course of 9 months to get them to credit the phones we traded in. At first they said they never received them! Then they said the labels that were included in the box were only for returning the new phones they mailed us back to them (that's strange because they never mailed me a phone-I got my 7 at the store). It's also complete trickery if that's the case because they know people will assume the label provided is for shipping the old phones back to them and now they can claim "you mailed it to the wrong warehouse". My mom is dealing with the same problem with my brother's phone and hasn't gotten any credits back yet. We were told we finally got credits back, but they haven't been applied to any of our bills! What's the point of these empty credits then?!

2. While trying to resolve another issue, they accidentally divulged that they've been charging my husband Roadside Assistance for over 3 years and he never asked for that, nor did he even know he'd been paying it!

3 I went overseas on their $40 international data plan. The plan was used up 80% by nighttime the day I arrived in London. I had my husband call AT&T and ask why the plan was being used up so fast and they told him, "don't worry-your plan resets every day." I found that strange because the days after that, I kept getting messages saying "you're now $50, $100 over your data plan." I was weary that I might be going way over, but he called 3 times and they gave him that answer 3 times! I thought if that's what they're telling him, then they must be right and these messages must be glitches. Of course, when we get our bill, the charges are suddenly $180 for the data. I call them and they change the plan to the daily plan that renews every day at $10/day for 9 days and I end up paying $90, $50 over what I was expecting to pay. It's a scam! There's no way they didn't see that the plan we were on was NOT the daily plan and this is how they get people to pay way more every time they travel. The $40 option is complete bs because the minute you land, your e-mails, texts, everything that uses data bombards your phone and uses up the small about of MB that plan gives you right away! You use it thinking you have enough for whole trip, but it disappears in less than a day and you're not happy paying $40 for having barely used it, so you automatically change to the daily plan and they make more money!

4. When you're a dual customer (wireless and tv/internet services), you get transferred between departments for at least an hour and end up speaking with no one who can help, which means one of those departments is lying. First you have to get transferred from customer service to billing for wireless, then they say they can't handle your case because you're a dual customer and must go to dual billing, then dual billing says it's not their department, so..who can even help? Not to mention, when they're transferring you, they just send you right back to the telephone prompter to end up getting you sent right back to them! The most frustrating system ever.

On July the 12th of 2017 At 5:36 pm, I made a call to AT&T customer service to discuss international roaming plans. The AT&T representative 's name was Latoya and the duration of my call was for 8 min.
I asked about the international roaming plans options. She starts talking so fast that I had the impression of listening a robot machine with the difference that I could not understand some of the words she said.
I have to ask her to repeat two more times and every time I asked her to repeat she make noises like tired. It makes me feel bad and I think it shouldn't be . Ones I pass the explanation episode I request one of the services then she asked me for my passcode I didn't have it on top of my head so I asked her for a minute to find it out with out mistakes and she hand of the phone.

I'm a customer from AT&T for more than 10 years and on my account have many devices on and I never had a bad customer service call like the one I had yesterday.

That's the reason of my complain. I think a person with that attitude shouldn't be working on customer service.

Thanks

Jose Antonio Ruiz