AT&T
Reviews and Complaints

Providing "as much information as possible" probably isn't a good idea in this format, as I have pages and pages of detailed notes on every conversation I have had with ATT over this one topic.

Last February, I let me employee and my spouse go to the local ATT dealership and pick up 3 new cell phones. BIG MISTAKE! To make a long story short, I had to return all 3 devices and paid the restocking fee of $55 each. I did this within days. It took me months of wrangling to get ATT to stop charging me on one of the lines I have with them. But finally, I was successful. No more charging for ONE phone, I returned to the store. That leaves me two phones that I am dealing with every single month. Every single month it takes me, quite literally, 2 hours out of my work day to speak, convince, cajole, even threaten ATT employees. Every single month, they PROMISE it is the last month I have to do this. It never is. I continue, 10 months later, to try and untangle the mess. After 2 hours, I am usually successful in getting a credit put back on my account. But it takes me 2 hours minimum and several people to do it.

If I could give this company ZERO stars I would! They had a promotion that if you bring your phone and port your number they will give you $250 credit per line so my husband and I left Verizon to go to AT&T. We took two of our own phones, got two new phones, and added two iPads. We started service online but their system wouldn’t accept my husband’s driver’s license for some reason so he had to go in to the store. He went to a corporate store, talked to them about the promo and was told the promo would apply in 1-2 billing cycles. It did NOT. We called them, told them what happened, told them we have proof, and they refused to honor the promotion, saying that we started service in a store, even though we had several screenshots showing that we did start it online. We spoke to managers, had it escalated… and they refuse to honor it. On top of them being crooked liars, their service is glitchy. We are going back to Verizon because it is about the principle, and will tell everyone how slimy AT&T is.

Last week, January 5th, I decided it was time to switch my cell service from AT&T to another servicer. My phone was paid in full. I paid for the new service and even received a text from AT&T saying "We're sorry to see you go, your all set." I waited for my new service to start up and... nothing; because my phone was still locked. I contacted AT&T and was told I needed to go into the store to have the phone unlocked. I immediately went to the store where I purchased the phone only to be told I had to go to a "Corporate Store" as they are the only stores authorized to unlock a phone. I went to the "Corporate Store" and after some time and three tries by a Store Assistant Manager. my phone was successfully locked out of attempting to unlock the phone. I returned to the corporate store the following day ending in the same result. I was then instructed to try again at home from my computer. No luck but was then instructed to pay my bill, which is another issue that I won't get into here, so I paid it just to get my phone unlocked. I just got off the phone with customer service again and was told "I'm sorry your phone just cant be unlocked." Customer Service went on to explain they didn't know why but they couldn't fix it. No resolution offered. I just paid off a $1000.00 paper weight. During this delay AT&T also released my phone number back into the phone number pool. I now have my $1,000.00 brick, no service and no phone number. Now what am I supposed to do?

1619 E Carolyn derby Kansas. Just had fiber installed 2 days ago. Already it is down. Technician will not be here for another 2 days. Unacceptable, was told our service fee will only go up by $2 and change. Only to find out it has gone up by nearly $30. We have online classes to do, plus all other devices are offline.

We will be changing providers as soon as we can.

We have been calling AT&T complaining about our service for over 8 yrs. We are always given EXCUSES!
They range from A) We are currently working to resolve your internet issue. B) Mangers state they have escalated this internet issue to get our problem resolved, C) We apologize for your inconvenience and we appreciate you as a customer of AT&T as we work to resolve you internet issues.

Nothing ever gets resolved. The Box customers are ported into is over loaded with customers and they refuse to upgrade the system or add an additional box for all the customers in our area. They can't even accept new customers because of this issue.
The internet drops so many times a day its not even possible to keep up with it. Its even worse when the kids are out of school. In the months of Nov & Dec of 2022 we were without internet for over a week each time. Service Techs are set up to come out they don't show or call us and they cancel the appointments without our knowledge.

They don't want to spend the money to upgrade the system because we are in a rural area or install fiber optic lines so we can get Uverse...
We have been promised on occasion that Uverse is coming next year I can't tell you how many times I've heard that one.

I'm reaching out today about a complaint I filed against Att regarding my wireless account, about two weeks ago. Att has repeatedly lied to me regarding this account and has refused to lower my bill despite several lies about it. My original complaint was regarding my wireless account which I owe some 1000 dollars due to data charges I am not responsible for because my phone was cut off and they still charged me. Can you please help me with this. They thought mistakenly that the complaint was related to a closed internet account. My name is Kelly Marsom. I want to work with them but they constantly lie.

I am a senior who went to Target in Mandarin, Jacksonville, Florida to purchase a Galaxy 13 on sale by Consumer Cellular, on senior plan..$55 no activation fee. I was told by alsha that Apple was running a promotional special sale for seniors that I can buy Apple 13 and receive credits, for buying phone and upgrading from a 7 to `13 and it would cost me $55 plus $5 for 36 months plus taxes approximately $67.00 plus $35 one time activation fee. New Florida law

I received a bill from at&T today, December 27 and spoke with Jacob, who informed that bill would be $75 a month plus tax... Are the AT&T representatives up to date with the senior plans in Florida/... I also went into a AT&T location on park avenue, near where I live and it confirmed that the agreement with senior plans...

Jacob switch me to a representative Jane in oklahoma [protected] who said she was will try to resolve my problem and going to call me back in one hour, it is now over two hours and I have not heard from her..

I have to December 30th to return this phone back to target and get a credit for misleading me, and activation fee for a agreement that AT&T has with Target...

Please get back to me with a response ASAP.

Mary Shapiro Acct#[protected] cell [protected]

1462 dog fennel court.

Orange Park, Florida 32073

cc: Public Service commission

Ronald DeSantis Governor of Florida

AT&T advertised free Samsung S22 phone with trade in of Samsung phone. Done on or about 3/3/22. Kept getting a monthly charge for phone. Called the company who said no phone had been returned. Found in a drawer at the store. Several calls and visits to managers resulted in no action. Told we needed to sign up unlimited plan but this was never advertised or mentioned when purchased.

I upgraded my Iphone from 10 to 13 because of the special offer that the iphone 13 will be free in exchange of my Iphone 10. About 2 weeks after I received my new Iphone 13, I turn in my Iphone 10 at A T & T located at SIsk Rd. Modesto, CA. After 3 months or so I noticed from my mobile phone bill that they are charging me on the new Iphone 13. When I went to the store, they said they do not have a record that they received my old phone when in fact I hand it to one of their co-worker and that worker gave me a receipt. They are asking for the receipt but I told them it's been about 4 months it will be difficult for me to locate the receipt and that they should have a record of that receipt. But I am sure if they check their CCTV they will see me there turning in my old phone.

Now I loose my old phone and I have to pay $1,000.00 to the phone that suppose to be free.

For a couple of months now, I've been trying to cancel services with AT&T. The phone number I've been calling is 800.288.2020 for customer service. After several attempts on being on hold for a long time with no success or waiting on the line only to have their line drop, I was finally able to get though on November 10th to a representative who was rude and argumentative. I requested to have my landline and internet services cancelled since I had switched to Spectrum. The AT&T representative said that "she would work on it", but I continue to get a bill that shows that my usage for services with AT&T is zero. Today, I went in person to an AT&T store only to be told that they do no "handle" cancellations for accounts, that would be only by phone. I tried to return my AT&T equipment, but they refused to take it. I was also told that since my account was not cancelled, I would continue to get billed even though I have Spectrum. Once I got in my car, again I called the AT&T customer service number only to wait for about 15 minutes, then the called dropped on their end. When I got home, I tried cancelling services online and I was propped with a message that on my account, services was not found. I have been using the router and modem from Spectrum since November 1st. I'm not understanding why I'm getting billed the regular amount from AT&T when I called to cancel and have had their equipment in a bag for 2 months.

I had a horrible experience at tow of your stores. I actually ended up contacting 911 to try and resolve an issue. Complete disregard for your customers, different answers depending on who you talk to. But overall, a totally embarrassing experience as I have NEVER ever had anything like this happen to me before. I will be looking to switch after this.

I had 4 services with AT&T, all of which I canceled 12/2021 when I moved from my last address. I have been continually billed each month between $200-300, taken directly from my checking/ debit account. I finally caught the error after a year, but I was given the run-around by the customer service agents. They said that they could not locate where my money was going to within the AT&T services. I spoke with an agent from DirectTV, internet services, cell phone services, and Digital Life, and each said there was no payment made to AT&T from me since 1/2021, despite the charges I kept seeing on my bank account. Some of the agents reported that my DirecTV is active, while others are saying I have no active accounts. My bank will only reimburse me for the last 120 days, but I need full reimbursement, as I closed all of the accounts appropriately, returned the hardware, and moved to a different address and did not resume services with AT&T. Additionally, the amount I am owed is over $1600.00! Amazingly, I received a check from AT&T 11/2022 for a "customer refund" for sports interruptions with a totally different DirectTV account listed. I called AT&T back, and they magically have no record of this account or check either (I did not cash it). I am getting nowhere with the customer service agents, as their scope is limited and cannot access "closed accounts". There should be a number trail to see where my money went to and a decent process as to how to get my cash back.

I am the owner of a Iphone 7 that I use in different countries as my family works as US government representative in different locations.

Every time I go to a country I buy a prepaid SIM card and put in my phone in order to use my phone, That is the reason I bought my phone free of a company or a plan.

This year when I tried to install an AT&T prepaid SIM card in my phone, which I had bought in a farmacy as I have done before, during the instalation process metion the IMEI number could not be verify. I called AT&T support and they told me my phone was reported as stolen by cricket. I went to cricket they said in fact who blocked my telephone was AT&T. When I called again AT&T they ask me the telephone number used to do the stolen repport. That information I do not know as I was not the one who repported the phone but AT&T. When I gave the list of telephone numbers I had bought in the farmacies as temporary SIM cards they insisted those numbers are no under my name but how it could be under my name if those are SIM cards bought freely in supermarkets without my information verification?

I called Apple, they verified my telephone is under my name and is not reported as stolen

December 12, 2022 from 9:57 am until 1:39 pm. I was on the phone without interruption for this entire 3 hours and 40 minutes. I was transferred to 5 different people and was on hold for each of those transfers for probably 10 minutes.

All of this just to do what I thought was a fairly simple transaction. Add a line to an existing wireless account, and port the number from a current AT&T landline to that new wireless line. Once that was done, I scheduled termination of the landline account two days later.

Each and every customer service representative that I spoke to was exceptionally pleasant, professional and apologetic. This is not a reflection on these people at all. It is a very sad reflection on the management of your customer service process.

I have worked in customer service for 30 years. Your management needs to incorporate some new policies and procedures. Do whatever it takes. AT&T has had poor customer service ratings for years now. Don't you think it's time to get someone who knows what they are doing to streamline the system and make it more efficient?

The company name is: AT&T

My account # is: hey over charged me for 17+ months of home phone serivce without my permission. I did not request the serivce. I don't know how they could charge me for a service I never had. I have contacted customer serivce, the loyalty department, corporate, and I am now contacting the BBB because it appears that AT&T is completely incompetent. They lie about their promise to refund, they crate FAKE case numbers and tell you their 'managers' will call back and correct the problem (which never happens), they say they have a manager I can speak to and when I ask what the manager's name is so I can be professional, they tell me they can't give me the manager's name, then a guy comes on that is NOT the manager but someone I spoke to earlier, who had already told me they did NOT have a manager on hand. The company is a sham. They are a BILLION dollar company. The very least they can do is GET THE JOB DONE CORRECTLY. I have had several customer service agents that were REALLY nice and promised I would be refunded, and tried really hard to help me. I have been transferred at least a HUNDRED times in the past 8 months, trying to get my funds back. I will NOT stop until I get a FULL refund of the $ they took from me. What they did was FRAUD. They took money for a service they NEVER provided. This is FRAUD.

I have REPEATEDLY requested a refund, have been told I would receive a full refund, and STILL, almost a year later, they have NOT refunded me almost $800 they took in those charges when I had NOT ever requested a home phone service.  

Please forward this to the very top management so they know what is going on. I want someone from the TOP, who actually is competent and cares, instead of playing the blame game. I had one man from corporate AT&T actually tell me that I should have 'caught their error' and asked for a refund long ago. This is no doubt, the lowest kind of professionalism they have at AT&T!

I am talking about being in the middle of the pandemic, I was working full time, as a single mother and then paying a babysitter to keep my kids online, connected to their school, then coming home every night and making SURE they had a full grasp of what they did that day online with their teachers and making sure they did all of their homework. This left LITTLE room for me to go hunt for ERRORS at AT&T. Since all of my bills were on AUTOPAY, including AT&T, because I didn't have time to be on the phone or online all weekend, I never in my wildest imagination thought AT&T would overcharge me monthly like that. When I was finally made aware that I had a 'HOME PHONE SERVICE' I was very alarmed and said, "WAIT! I NEVER requested that and I do NOT have a home phone hooked up! I haven't had a home phone for about 10 years now!" So the customer service agent gave me a month-by-month amount that I was overcharged (I have that list available if you want it), for I believe 17 months! I was told I had to contact the 'loyalty department', and they would be able to refund me. I was told that I would get partial credit and then the rest of the funds (the full refund) would be a check or debit card. It has been about 8 months now of calling and I have only received one credit of about $40.00. This is absolutely insane. I would like to have someone who knows how to be truthful, has integrity, and is HONEST, to look back and see how many times AT&T took my money. I don't want to hear from corporate heads, about how I should have caught their error! I called and told them that If you want me to catch YOUR errors, you need to PAY ME! 

Please contact me at your earliest convenience at [protected]/ Text is BEST, as my ringer is broken on my nice cheap AT&T cell phone. 

Thank you, Thank you! THANK YOU! PLEASE someone with a heart! I need help!

Jasonya Gregory

I have called 15 times minimum the last few weeks to cancel landline phone service...hours and hour and you have told me 9 times min it is being shut off and refuse to turn off.

Reported to news media ,Fb,Yelp and many places so just turnthe landline off as requested over and over and over.

Patrick B Wolff

[protected] no more of your bs chatter tur the phone OFF

On 12/04/2022, about 12:45 pm, Sunday, at the White City Park, which is located at: 2081 W. Midway Road, Fort Pierce, Florida 34981, I tried to report a low hanging Telephone Splice Case to several at&t Repair Departments. None of them would take the information from me, they told me to call back on Monday 12-05-2022. I asked them again to take the information, none of them would take the information from me. I told them I may be busy on Monday 12-05-2022.

If a Tall Garbage Truck or a Tall Box enters or exits the White City Park, that could take out this 25 or 50 pair or larger Copper Telephone Cable. There is a Florist to the east, on this street, 1310 W. Midway Road. There are also other Businesses and Residences in the area of 34981, on Midway Road. They could also lose their at&t High Speed Internet and Telephone Services.

I worked for Southern Bell, BellSouth and at&t for 38 1/2 years. I see that low hanging cable can cause an outage.

A service rep on 9/12/22 stopped in. Victor came to our home and told us (my self, my wife, my wife's sister all in our 80's) by switching from Verizon to AT&T we could trade our Apple phones in for new Apple Pro or Pro Max for a total of $144.50 including all three lines per month. But it has come to $314.25 for a month for the three of us. The AT&T store gave me the phone number of the IN Home Account Manager. I called this number twice in mid November the last time on 11/14/2022 and only got a recording to give them a short message and my phone number and they would call back in twenty-four hours, witch I did not receive a call back. I have text messaged Victor many times up to 11/5/22 but never got any answers. Do not know what to do next so BBB was next.

On or around October 26, 2022 a direct TV technician came to my house to check on my service, there was a problem with the signal on my TV causing the picture and sound to come in and out. It was determined that the problem was with my HDMI cable. While the technician was at my house, he determined that I had an old receiver box on my TV in the basement and said that he would replace it with a new box. I did not request this replacement since the old box was working fine. He said it should be replaced and it would not cost me anything. One month later I called to cancel my service and I was told there was a $200.00 early termination fee. Apparently, the equipment box replacement was considered an upgrade and a new two-year contract started at that time. I was a customer since 2009 and argued that I did not request any upgrade to my equipment nor was I told at any time this would start a new contract period. So now I have a charge on bill for $230.00 plus taxes for early termination. I was also told to submit a dispute online, but I cannot find anywhere on the website to do that.

Your company has terrible customer service, and a total disregard for your customers. I wrote a long response on this site and it was kicked out for being too long. I tried talking to the manager of the Boylston Street Boston AT&T store, and the person I spoke to left me on hold for 20 minutes to get rid of me. I tried speaking with your corporate office, and I got a bunch of idiots operating from foreign counties, and with phone systems that are not working correctly. If you company looses just 50 customers, who would be with your company for a period of 30 years, your company can loose over a million and a half dollars. You need to train your managers so that they understand what customer service is, tain them all the way up the chain of management. Please send me 10,000 dollars to have me take more of my time to help your company out. I do not work for your company and just today alone you have wasted an hour and a half of my time. If you do not send my consulting fee I will provide my extremely valuable information to your competitors. Regardless of which communications company picks up the tab or does not pick up the tab, I am one hundred percent done taking my time and energy to help pathetic companies like yours for free.