AT&T
Reviews and Complaints

I have been a customer of at&t for 4 yrs. My most recent bill was $120.00 more than the previous bill-they claim I changed plans-I was unaware that there are different plans, since all companies are now offering unlimited data and texting for one price. At&t absolutely refuses to understand this. They are simply nickle and diming a customer who has been with them for so long. They are deceptive and dishonest!

At the end of December 2016 the Direct TV portion of my bill went up by $60. I was unaware of this and called to ask about it. AT& T told me it was part of my 2 yr contract; my bill went from $88 plus tax to $153 plus tax per month for Internet and satellite. I complained and told them to cut the satellite off. They asked if they could sent me to customer loyalty to see what they could do. AT&T is the company that controls tje intergration of the services i have. I spoke with a gentleman named Kirkland (KS248F) and he came up with a solution where i would pay for both services at $96.52 from 1/31/17 to 1/31/18; this is even in the notes on my file as read today by another agent. My February bill was slightly higher due to proration of my bill. I paid that and when the next bill came it was back to $153. I've called several times and spoke to different people but they won't honor the new contract that is noted in my file. When looking at my bill, it states that AT&T was supposed to make a recurring monthly adjustment of $47; this it seems is how I was to get the lower bill. Now AT&T is refusing to do the recurring adjustment and told me I'd have to get lesser service if I want that amount. It's terrible that they won't honor what they agreed to, is written in my filexperience then make like they don't know what I'm talking about. You company is dishonorable.

The Sunday paper contained an ad offering Direst TV, Internet and home telephone service for $89.99 per month with free installation and a DVR with service to three additional TV’s. I called [protected] as listed in the ad at 4pm 3/20/17 and spent 55 minutes listening to Penny and all the options. She said service was available in my neighborhood. I provided all billing info requested. She told me my bundle will be $105.82 per month which included ESPN and Fox sports. I would also receive a $25 loyalty credit because we currently have both Uverse and cell phone services with AT&T. She requested information for a credit check which came back fine. Then she started checking program availability and said she could not honor price quote. She could add Direct TV to my existing Uverse account for $60 per month, bringing total bill to $160+ per month. I told her if they can’t do $89.99 advertised I’m not interested. She put a supervisor on the phone. I reminded him that I’ve been on this call for 55 minutes and I need a yes or no to “Can they give me the $89.99 advertised rate?” The phone went dead and disconnected. I believe the ad to be a “come-on” with no intention to sell the services at the quoted price.

In January 2017, before heading out of town for the months of Feb. and Mar., I called AT&T Customer Service to 1) change our Uverse plan, and 2) put our service on vacation hold while we were gone so that we wouldn't be billed for it. This was supposed to cost $17/mo. for those two months. I distinctly remember getting an email confirming these 2 changes. Lo and behold, now that we've been gone 1 1/2 months, I get a full bill for $219 for ZERO usage! First I did an online chat on March 19 with someone who had no clue what to do except tell me to pay the bill. Then I called Customer Service today (Mar. 20) and was told there was nothing they could do, so I asked for a supervisor. Got a "loyalty" specialist. He told me that although the notes on my account showed that I had indeed called in January and my plan had been changed, they only indicated that we had "discussed" a vacation hold but not followed through. How ridiculous is that? I'm going away for 2 months and I'm not going to specifically request the vacation hold ... which is $200 less that what I'm paying ... when I called? The option I was given was to suspend the account as of now, but then it couldn't be put back in service again until 2 weeks after we would already be home. Unbelievable! The first thing I will do when I get home is look for another option to AT&T. This "loyal" customer has never missed paying a bill for years, but I must have imagined that I put the account on hold. I am outraged at this total oversight and lack of service, and I am no longer a loyal customer!

Watch for the at&t van driving erratically on 34 east He was honking and tailgating drivers weaving in and out. All most pushed one car off road. Van number is 321814

I have posted this to Waze and google maps. If it was my employee he would have a write up or possibly fired. He is representing your company and creating a liability. Driving in the median and crossing solid yellow lines. Cutting people off and in dangering others.

I am at my wit's end with AT&T.  Please understand why:

I became Power of Attorney for my cousin who entered a memory care facility in August 2016.

On November 21, 2016, I wrote Customer Service requesting that her account be discontinued and the account cancelled.  I included a copy of the POA.

On February 13, 2017, I received a bill for $181.27.  Upon speaking to Customer Service, they cancelled the account, but said that I still owed $181.27, that they had never received my cancellation request in November. 

I had not received any further bills after payment of the October 5-November 4 statement of $59.69.  Consequently, I presumed the account closed, but then here comes the bill for $181.27.

Customer Service said my only avenue was to write to AT&T Resolution, PO Box 580, Lee's Summit, MO 64063, which I did on February 13, 2017. [I've since been advised by customer service that they do not show such an address.]

Today is March 16.  I have received no response from AT&T Resolution, but I did receive another  bill, this one for $145.42.

I have scoured the internet  for a phone number for AT&T Resolution, Lee's Summit, to no avail. 

There is a Resolution Center number on your website of [protected].  I called and they said they deal only with bills, that I would need to call [protected], which I did, only to get automated assistance that took me into commercial accounts billing.

I found [protected] on your website and they told me they would need to put me through to the Landline Department, who could resolve my problem. 

The Landline Department told me that there is no way to cancel service through a request by letter, that it must come via telephone.  After checking the bill, I see no where that it says anything about cancelling service, let alone the format through which it must come.  She told me that she would transfer me to someone who could resolve the problem.  I went on hold, and then a voice message came on announcing, "The person you have called does not have a voice mail set up yet.  Goodbye." 

I entered an Online Chat with two people, neither of whom could help, but they did indicate that there supervisor would call within 15 minutes. I received an automated call and ended up with a customer service rep who said she could not speak to me because I do not have Power of Attorney. Told her that I'd submitted two POA's. She said, "sorry."

Hello my name is Amber Kinstley and I want to file a complaint with At&t on their store in Vicksburg ms. I went into the At&t store in vicksburg ms on 3/9/17 to file an insurance claim on my phone. The man that helped me was very helpful and filed the insurance claim and told me I should receive my phone on Friday afternoon which would of been 3/10/17. I did not receive my phone on that Friday like promised. So I waited until Monday and still no phone. I found out the name of the insurance company and chatted with them online to figure out what was going on and check the status on my phone. They proceeded to tell me that the claim had never been filed and that I needed to file it. So I went back up to the store to figure out why my claim was never submitted to the insurance company when they told me it was all taken care of. Mind you I had already agreed to pay $215 because that was what my deductible was for my phone. I have been without a phone with 3 small children going on day 4 day, when I was told this was taken care of and had already agreed to pay for it on my next bill, so if I wouldn't have caught this I would of been charged for a phone I never received. So when I went up to the store this afternoon 3/13/17 I talked with another guy and he proceeded to tell me that the claim had never been filed and that he could do that for me, I told him that I had already come up here for this and that I needed a phone because I am going out of town in the morning and this was already suppose to be taken care of, he then told me after he filed the claim for me that he or the other guy was not responsible for filing the claim and that the other guy should not of helped me in the first place and that he should not help me either and was not going to help me with my problem because its not his job and that it was my job to file my own claim. If this is the case when you purchase your insurance the customer needs to be given the contact information that is needed to file the claim if ever needed and also be told that it is their responsibility to file it if need be. I was never told that or handed any information on that if this is true I have always gone up to the store if I needed to file an insurance claim with no problem. He then proceeds to tell me that all he can do for my troubles is that I can buy a go phone and use it while im out of town other wise I should of never been helped in the first place and that he will not continue to help me. So not only was I told to fix my problem I needed to spend more money on a go phone but and that I need to take care of my own phone because its not his job to help me and I should of never been helped in the first place. He got very ugly with me and was pacing back and forth putting his hands on his face and was being very unprofessional. Thanks for listening to my concerns and my email address is [protected]@gmail.com if you have any questions

On 3/13/2017, 2:25 pm, I called att to discuss rolling overcharges on the bill and disconnect service . We have relocated to an area where att internet service is not supported and need the bill corrected and appropriate charges assessed. I spoke with Mrs. Walker in Atlanta hoping to get this accomplished. Unfortunately in an effort to get the overcharges explained, Mrs Walker in Atlanta was very rude, dismissive, accusatory, stated I was in a contract and would be charged an early termination fee then directed me to a phone prompt to set up new service. Not sure why this was too difficult for Mrs. Walker in Atlanta to handle but will attempt to speak with another att employee to get this accomplished. I would like att to remove overage charges and disconnect our service

It first started with DirecTV given them my social security number because they wanted to make sure that I didn't know any money and put me up for any offers it started out at $54 because I had good credit and a $200 gift card I had one out of town for one week called back already had the card ready to pay and was asked my social security number again and told the amount was 79 I had argued with them but figured that it wasn't a lot more money if they were asking for so I went and got the card again called back it went up to 150 got mad and called back by the end of the day they had ran my social security number 9 times in one day I did not know that that affected my credit they were able to see that on the computer and the original price I was told but still told me I had to pay $220 did they have brought it down from $360 plus they would give me a $300 gift card that I would get within 4 to 6 weeks having kids and my son's birthday party being that Sunday and that he is too and loves Paw Patrol I paid the 220 had someone come out that Sunday for my son's party and had service-connected an hour later my service was off was told that my account went to collections and I would have to talk to them when I spoke with them I got the same three very disrespectful people telling me I was responsible for 800 dollars past due on someone else's account that used to live at my address I had explained to them that I live here by myself and I can send them a lease they refused told me that I would get my 220 back they would send me boxes and I said fine that is not who I want to deal with and that I could not get the gift card and that I was even lying about the amount even though it says it in the computer I asked for corporates number they told me there is no number I would have to write a letter and that my letter wouldn't even be acknowledged that the best corporate would do is make the amount that the past person with a different account would probably Payless I have never been disrespected I want my money back take your damn boxes fix what you guys did running my social security number every single time I spoke with you guys and it is in your system that you guys ran it for a whole week straight anywhere from 4 to 9 times in one day I have good credit you sent my account over to collections when I'm a brand new customer something that are get done about this and I want to know who I can speak with otherwise my lawyer will be involved it is not only $200 it is the fact that you guys damaged my credit by running it and I have good credit I have also had to pay for another cable company figure out what you're going to do I will not go away

After reviewing my bank statement I was charged a total of $103.03 which resulted in having to pay two over draft charges. My statement shows they were recurring charges from VISTA *A T&T 11950 SW Garden Place 866-608 and missing the last 4 digits. 1/30 Ref#[protected] for $22.40, 1/9 Ref#[protected] for $22.40, 1/10 Ref#[protected] for $11.70, as well as two more times 1/27 and 1/30 for $22.40. How do I get this to stop?

Today my husband and I were on the phone bw AT&T/Direct TV for over 3 hours with no resolve. We were transferred, hung up on and ultimately cursed out by a service agent. This 2 year contract has been a nightmare every month when we pay the bill it takes about 2 hours for them to locate the account. Even when we are reading the info from the bill they cannot locate the account... we have had it and are counting down the days that the contract is done. Never thought I'd say this but TWC has better customer service at least you expect them to be nasty and rude.

Due to increase in monthly rates for grandfathered unlimited plan, I made the decision to move my wireless account along with my dad and sisters to another carrier. Note: I had been with ATT for over 10 yrs.

On March 3rd: paid early termination fee as requested by ATT Customer Care for my dad's line in order to request device unlock
On March 4th: request device unlock for my dad's phone
On March 5th: received unlock code. Proceeded to follow instructions and unlock was indicated as successful.
Unfortunately, it didn't stay unlocked. I ended up on the phone with ATT Customer Care, transferred to numerous departments for almost 12 hrs on March 5th. Not one customer care person was able to assist AND each time I was transferred to someone, I was told something completely different.
At midnight on March 5th, I finally was transferred to a supervisor who said (and I quote) "The issue is made up in your head" and hung up on me.

I resolved this issue by going to both ATT and another carrier store.

Now, I am trying to unlock my sister's device (who, for the time being, is with ATT).
March 7th: paid remaining balance of phone (she bought a new one recently). the ATT customer care person didn't even realize we would need to do this first before requesting unlock. I had to tell him.

March 8th: submitted device unlock request online. A few hours later, we receive email indicating the IMEI # requested doesn't match ATT records. Immediately called ATT Customer Care who confirmed the IMEI # we had is the same on ATT system. They submitted a claim.

It is now March 10th and I am still waiting for a resolution. Every time I call ATT Customer Care, I am told there is no way of expediting, no way of contacting the group that works on this. In addition, I am told that resolution is targeted for March 10th afternoon, however afternoon can me up to midnight!
I have explained numerous times that we are travelling and cannot wait nor call ATT every few hrs looking for a resolution.

I am looking for:
1. apology and monetary compensation for what I went through for unlocking my dad's device on March 5th. The sheer ineptitude and rudeness was ridiculous. A simple request turned into a 12 hr ordeal.

2. unlocking of my sister's device ASAP. It's a simple request.

Thanks

AT&T has been advised more than once about the fact that digitalpath.net emails are not delivered to any sbcglobal.net users. Many complaints have been filed and still we are unable to email anyone with the sbcglobal.net users. This keeps us from doing business...sending our construction bids to any sbcglobal.net users and keeps us from communicating with friends and family members with sbcglobal.net service. We have complained to our internet provider who tells us that it is an issue with AT&T not recognizing digitalpath.net's domain or seeing digitalpath.net as spam. AT&T needs to fix the issue. The next step is filing a complaint with the California Public Utilities Commission. We hope this last effort will cause AT&T to simply fix the issue. Our provider, digitalpath.net is located in Chico, CA. I recommend that you work together to resolve this issue.

Direct TV & AT&T overdrew our bank acct. From 1/27 - 2/1 by $721.00 due 2 unauthorized chgs. We have several hundred $"s in OD fees & I was forced 2 pay a $106.00 bill they removed from my credit via Credit Karma in 2015.This caused a domino effect leading to a negative bal this month too for $671.00. We want all charges returned & cancel our acct.

Obviously the people who designed the commercial with the man screaming in the shower never had the misfortune of ever being in a mental hospital. Those are the horrifying sound you'd hear there. I have horrendous flash backs every time that commercial comes on. People screaming like that are heard on a daily basis when they are so out of out they are terrified and don't know what's going on. Its very upsetting. I wish you would take it off the air. Please!

3/2/2017 - I drove my friend who recently had surgery and could barely walk to the AT&T store as her phone quit working while in the hospital. They said they could not fix it and she would have to buy a new phone. She was on a cane and barely walking but Ashley had her walk across the store to view the phones. She picked out a phone and then Ashley disappears for a while. She comes back and tells her because she did not finish buying a phone online that she would have to call and tell them to cancel the order even though this was an AT&T store she could not help. After 17 mins someone comes on and has trouble with the code, While Ashley tells the AT&T person to refresh as she had no trouble with the code the line goes dead. Ashley calls back and the recording relays that it will be a long wait due to call volume. After over an hour she could no longer wait due to her health, Ashley could have cared less that AT&T loss a customer. I talked to the manager and he could care less. I am sure with the way you treat customers your call volume is really high. I will let my friends know the customer service you don't provide And I will post this on facebook, twitter etc.

My son who is away at school, phone broke 2/17, the screen is black, after buying it 9/16. He took it to AT&T in Boston who told him to call warranty and get a new one. He told him to tell them the phone was in perfect condition, no cracks, water damage etc. but he could not get into the phone as the screen is black to run any diagnostics. I've called warranty at least 5 times and can get no results, and get a different story every time as I have to talk to a different person each time. Seems to me they do not want to back their warranties. He needs a new phone quickly. Please help.

I paid my bills in time but my Internet is not working! I contacted AT&T support service and they said they had an error and promised to fix everything as soon as possible. It is now third day and my Internet still is not working! I called AT&T and demanded some reasonable explanation and they said that they need more time to fix it. To fix what? Can anyone explain me what are they trying to fix and why does it take so long?
I can't live without Internet, I need it for my work! I am a freelancer and I work at home, and now, because of them I have to go to my friend every day to be able to work. That's absolutely ridiculous! AT&T fix my Internet or I'll switch to another provider!

Have been waiting over 3 months to have cable buried that AT&T promised to have done in a week. After numerous calls regarding cable needing to be buried for not only safety but aesthetics as well, I've still got this ugly, dangerous cable hanging out on my front lawn. All I get from AT&T is empty promises, another confirmation number that means nothing, or they'll send out a " technician" who of course can't bury cables but has another bag of excuses as to why they can't finish the job. I should have stay with Charter!
Cory promised me 2 weeks ago that it would be done yesterday. Still nothing! AT&T, you are as bad as I ever seen!

Our company - Anderson Machinery Co Acct #[protected]; Corpus Christi, Texas.. is now on day 4 of no phone service. On Monday February 20th before 8am.. a thunderstorm took down all electricity.. it was restored at 12:30pm.. except for the phone service . On Tuesday, Feb 21st.. 8:35 am we called in to the AT&T Customer Service.. it took me 3 conversations to get to the right person for our area who was in India.. A ticket was opened #[protected]. By the end of the day we still had no phones.. so I reached out to our local contact Connie Guadalupe. She responded about an hour later by giving me the ticket #. On Wednesday, Feb 22nd 8am.. I viewed the ticket online.. and nothing new had been done since 8:35 the day I called in and all it said was they had tested the lines and repair was in progress. This morning, Thursday, Feb 23rd 8am.. still no service.. no one calling me on my cell phone.. no emails or no one coming on site.. I emailed Connie again and she has yet to respond. I found an AT&T business card from a technician who had come out here before, John Stoner. I called him and explained the situation.. he told me that his information shows that no one was working on our problem. He said he would come out but that he needed his manager's approval. He gave me his managers # John Parker [protected]). I contacted Parker.. explained the situation.. he asked me questions.. and said he would get someone to work on it. The he asked how I got his phone number and I told him through John Stoner.. and he tells me that I should not have been given his phone number and that HE is doing me a favor by handling this. Wow!.. I thought I was the customer? It's not a favor.. it's called customer service.. this truly shows the attitude of AT&T executives.. Anderson Machinery may not be the biggest customer.. but we are a good paying customer.. very timely payments..etc... So I believe Parker called John Stoner and fussed at him for giving out his number.. but Stoner..is in the right here.. he gets it that the customer needs their phone service to do business. Stoner called to let me know that he made contact with the customer service group and they could give him no reason why no one was working on getting our service up and he urged them to call me. I received a call from a person from India.. who sat on the phone with me and asked me to check the lights on the router.. turning things on/off.. the router was not functioning fully and now she is going to send someone out within the next 5 hours. This is poor customer service at its finest and considering the attitude of the executive John Parker.. it's not surprising.
If another phone service was available in our area that could cover all the areas in Texas no doubt we would not be using AT&T. This has not been our first poor customer service issue with AT&T.. just the first one we are actually complaining about.