AT&T
Reviews and Complaints

I completed a 1 year agreement with AT&T paying $89.00 per month. After 1year contract was completed my bill doubled to about &180.00 a month. I cancelled 30 days after my first bill. I was refunded my overpayment as I always paid early. After a few month I noticed I was in collections for $55.00. It seems when my service was setup AT&T created 2 accounts. They said that the first account had an installation charge (when they installed my service they told me the installation charge is waived as part of the offer. ) I called AT&T and said they just marked their records as "DISPUTED" I was not billed any other charges for the 1st account. I contacted the collection company and no luck. The &55.00 AT&T charge is still on my credit report. I now use a 24.99 antenna from Walmart and get over 100 channels. I have my entire year worth of bills for the service I did use and the installation charged is identified as waived.

I brought my old modem and requested for same kind of service when I moved my store to a new location. The old modem is the one still being used at this location. But AT&T Charged for a new modem which I did not even receive, and increased internet service fee without a notice or my consent. I called them and complained for 3 months straight until now whenever I saw the charge was not taken care of. All the time I received a conformation that they would give me a refund once it was finally approved. NOTHING HAPPENED UNTIL NOW. NO MONEY WAS REFUNDED. STILL HIRE PRICE IS BEING CHARGED ON MY INVOICE.
TERRIBLE TERRIBLE COMPANY. NO NOT EVER USE AT&T.
CAN ANYBODY SUE THEM FOR UNAUTHORIZED CHARGES?

In late October I called AT&T UVerse about my bill (I have to do this almost every month) and the rep told me that if I switched my phone from T Mobile I would receive a $650 gift card in November. I did it. In November I called and was told it would be in December. In December I called and the rep was very apologetic - said it would be mailed immediately. She also left a voice mail to this affect which I have kept. In January I called and was told that no - it wasn't a $650 gift card but would pay up to $650 for my T-Mobile final bill for equipment. I was furious. I called T-Mobile and they said I would not get a final bill until February. I requested it but they declined. I then called AT&T U-Verse (always an hour being transferred) and was told the promotion was expired but they would discount my bill by $20 (Big Deal!) Now I have a bill from T-Mobile for over $250. I have been a customer for years! I have put this experience on Facebook - have left a number with FCC and will keep going on this. By the way, your reputation is terrible.

Robert Horne
1103 Bern Circle
Anderson, SC 29626
[protected]@gmail.com

We cancelled our service. AT&T waited 3 months before disconnecting. This ran up a bill of over $2, 000. We continually complained. They finally reduced the charge to $1500. They ignored our complaints and turned this over to a collection agency. It has also been turned in against my credit.

I continue to be harassed by the collection agency.

I am so disappointed in AT&T and freely share this story on Facebook and Twitter.

I called in December 2016 stating that I would like to put our att uverse tv, internet and home phone service on vacation hold from January 10, 2017-March 22, 2017. I spoke to someone in early February in regards to our January bill and was told it would go on vacation hold on the next bill as that included the January 10th date. At this time I also questioned why our AT&T autopay showed paid with AT&T but was never deducted from our checking account. We were told to call back on Friday, February 17 since there may have been a glitch on the day the posting was to occur since there were other complaints for that day. It is now Friday, February 17th and nothing has been fixed. I was also told today that our account was never put on vacation hold. We are so upset about both these issues that we will be switching providers when we get home. We use the competitor in our winter home state and never have these problems ! So disappointed in AT &T

I contacted AT&T in October 2016 to inquire about a price break for bundling my Directv with my AT&T, and spoke with a representative at length about the options available. I was told that my Directv bill would be reduced from $123 a month, which included HBO, to $85 per month, also including HBO, and that if I increased the speed of my internet service, she could give me that for an additional $50, for a total of $135. I agreed to the deal, and bundled my accounts. I immediately got a credit on my next bill (November) for the difference from the previous month, but the following month (December) my bill was now $197, with the AT&T portion being correct ($50), but the Directv portion being $147, which was $24 more than I was paying before I even bundled. I contacted AT&T thru the online chat about the problem 12/2/16, and after going over the information repeatedly for nearly an hour, the person I was chatting with, Alyza G., told me she saw a note from my previous representative that quoted me that my monthly bill for Directv would go down to $85. Despite that fact, she would not lower my bill, and I eventually had to call & speak with someone directly by phone 12/12/16. When I spoke to this next agent, after a good deal of time, they agreed that they could see that I had been offered that amount for the bundle, and they credited my account the overcharge, and told me they would update the system to reflect my new rate going forward, which would be a total of $142.42 after taxes. The next month my bill was $205.90. I once again called AT&T 1/10/17 and went thru the same process with Alex in the Arizona office, who told me he could not change my bill. After I asked to speak with a supervisor, he told me he would check my bill again, and after reviewing the same information as he had previously reviewed, he agreed that the bill should be $142.02 for all bundled services, and PROMISED me that he had corrected the error in the system, and that I would not have to contact them again, and that the bill would be correct going forward. He even asked me to hold on the line while he added notes to reflect our conversation, and that the bill was being corrected going forward. Now, 2/10/17, I go in to pay my bill, and it is listed as $201.23. I once again call AT&T, and speak with 2 different agents, the last of which tells me that she doesn't see any promotions that are available to me at this time to lower my bill, and despite reading the previous notes, there is nothing that suggests my bill should be corrected to reflect a lower rate. I once again ask to speak to a supervisor, and the agent puts me on hold, only to come back & say that the supervisor is not available because she's dealing with another caller, and that she will have to call me back. She confirmed my phone number, and I requested the name & phone number of the supervisor. She told me that they didn't have direct lines for us to contact them, but that the supervisor was named Ms. Burnett, and that when she calls me, it will probably show up as Unknown on my phone, and that she will "ONLY CALL ONCE". In what universe does "Customer Service" involve a supervisor ONLY CALLING ONCE to reach you about a problem you're having, since you aren't allowed to call them directly, and if you aren't able to take the call at that time, you're out of luck? I've been a loyal Directv and AT&T customer for more than 15 years, and I can't even get anyone to help me & provide the service that I was PROMISED. Absolutely ridiculous.

On Wednesday, February 1, 2017, my nephew entered an AT&T retail store at Atlantic Station in Atlanta about 7 minutes before closing to get internet service and a $40 refund on an item he had previously purchased. He was told he could not get an in-store refund and they would have to mail him a check. They also told him that it was too late to sell him internet service and since he was returning the item, they weren’t going to discuss it with him. He says that things escalated between him and the representative and he began recording the incident with his phone. An AT&T employee in the store took his phone out of his hand and told him he could not record their interaction. My nephew has never been historically hostile or belligerent so this is surprising to me that he would be considered threatening to anyone. He was then directed to leave the store, while they still had his phone. He asked for his phone and another employee put her hands on him to push him out of the store and another employee deleted the video from his phone. He was trying to get his phone back to call the police but a security guard in the store said that the streets were closed and the police didn’t come on the street if it was closed. That is of course not true and he should have contacted the police anyway but he didn’t. He is contacting the police later today to make a formal complaint with the Atlanta Police Department.

Any reasonable person would find the alleged incident to be unacceptable and marginally illegal. I don’t have much faith that I will get an honest and accurate account from the AT&T personnel who witnessed this incident, including the manager who was in the store. I would think that AT&T has video footage of the incident and it can be reviewed by regional and corporate representatives to determine the veracity of our complaint.

This formal complaint is merely a first step in documenting the incident, I think it is important to highlight this kind of hyper-aggressive reaction that happens far too frequently to young African American men. The video should identify if the AT&T employees’ behavior was assault, criminal or illegal.

I know this is a case of their word against my nephew’s if we do not have video footage from the store or the video that was captured on his phone was intentionally deleted.

ON 12/31/2016, AT&T stretched a utility wire from the utility pole on the west side of my yard, across our backyard to our neighbors house on our east side. WHY? There is an utility pole in the east side neighbors backyard.
TWO weeks later an AT&T employee came to complete the work of installation. I spoke with him about the issue. He told me that he hooked up the neighbors AT&T service from the pole in his yard. I thought that the issue was resolved. But not so.
A week and a half later, AT&T buried their wire through my yard .
They left a rut across my yard. I bought some dirt to fill the rut. There is a roll of wire on the utility pole in my yard( Not an issue). I am very certain that my neighbor has his AT&T services completed. He would not wait over a month for his hook up.
AT&T is incompetent and they lied to me. I was strongly considering AT&T
for phone/TV/internet but now I want nothing to do with AT&T.

Michael O'Rourke [protected]@kc.rr.com
6704 E 136th Street
Grandview, MO. 64030

ATT Failure to provide promised service. My house is 3300 feet from the Dmrc. I pay for 25mb and the best possible speed is 17mb due to the reduced bandwidth available on copper lines. Several ATT techs have stated a second pair of lines would resolve the issue, hence the industry term bonded pair. Putting a pair of services to one household essentially doubling the capability. Evidently asking for such a request is like wanting missile launch codes. After multiple calls/headaches I was able to arrange to have a Bonded pair installation appointment made.. A rep from ATT contacted me the night before the appointment nervously explaining possible compensation for the over billing and the install of the bonded pair. In my opinion she dam well knew this install wasn't going to happen. The technician showed up late and looked at me without expression when I had to tell him why he was at my door. The excuse was the appointment was set up as a repair and not an installation. The appointment was clearly set for the BP made on Jan 20th to be done today Feb 1st. I'm paying $250 dollars a month to ATT for speeds I am not receiving.

On 12/29/16 I went in to upgrade my old phone. The cashier informed me that there were a few free gifts which came with the purchase of the phone I was getting. I was excited about the free gifts, who wouldn't be. My husband & I were there for over 3-4 hrs listening to this cashier talk about the free products as well as trying to get my information from my old phone to the new one and the information to the free gifts (a watch, and a tablet). I was really excited about my free gifts. It had taken her some time however she put everything in a bag and then went on to my husbands new phone. She could not get the information off of his old phone onto his new phone and we had been there for so long, she told him they were having problems and we had to leave so they just gave him his new phone and he said he would try and put the information on his self. I was excited about my new phone and gifts. During the middle of the month I get a bill for my tablet and watch which was supposed to be free and then I am going to be charged monthly for these items also I was not told that we would be under a contract which would have to be cancelled within 14 days. Our daughter just had major surgery and we have been back and forth to the hospital with her. It wasn't until we received this bill that we saw all the charges and that we would be billed monthly for the tablet and watch. We went back to ATT and found out that the cashier had been fired and when we tried to explain what went on the manager told us that we had 14 days to return the items and that it was too late. We tried to tell him that his cashier told us the products were free and she did not tell us about the 14 day contract that all we wanted to do was return the watch and tablet, they have not been used. He then took our telephone numbers and told us that he would bring the situation to his manager and that his manager would call us. I do not need these items I only took them because I was told they were free, I am over 60 and do not need nor will use this watch which to me is for much younger folk. Also I have 2 tablets already. I would not have taken either if the cashier who waited on us did not tell us they were free. We have heard nothing from this manager or his manager. On my bill it states that I will be bill monthly for the tablet and watch for the next 2 yrs also a $260 activation fee. I should not have to be billed for 2 yrs for something I was told was free in the beginning and am not going to use & they cannot speak with the cashier that told us this because they fired her. We are still trying to get in touch with this manager's manager.

Broken contract... I have been with this company for as little as 120 days and i have had nothing but broken promises. I was promised excellent service, i have had none as i have come to find out so i have been told because of where i live (Being in the heart of the city) (Not even in the middle of nowhere) i do not receive and i 'quote ' the most highest internet service i can get where i live'. Yet i fail to get what i was promised when i signed up excellant service! It sucks big time!... I am having to call in constantly for a lack of it!... Ive had techs out changing wires and looking at everything.. Saying nope nothing more to do.. Why because where i am.. Serously ?... And can i stream movies nope why you ask?... Because i cant get internet... Why i ask you? What i told this info when i told them where i lived when i gave my address when i signed up? Hell no!... Was just promised exellant service!... I have spent more time with service techs on the phone then i have with my on family ! Nothing but a broken contract !... I'm so seriously done with all of this!

Since our new home was built and our "landline" service in 2012 was installed we have had constant issues. First off we were not informed we had a uverse line installed and not a landline. The line has terrible static, can hear clicks when in use and even heard others talking. Bank account hacked in 2013 after paying a hospital bill over the phone. Knowing of the line issues multiple calls made to AT&T and finally go got rid of our landline. 2015 my own number started calling me after getting the landline service re-activated because I have health issues and all our cell phones suddenly had little to no service. If one person picks up a virus on their device, all users get the same. In 2013 after trying multiple modem/routers I had missed the 30 day return for returning the router with the 30 day paid ups label so I sent back usps priority insured. I called and told them and they said they cannot accept that delivery method for refund, charging me 169$. Also during this time of trouble on all our devices they kept trying to sell the "connect-a-tech service" which I refused each time. Time passes and another call for help and I am told I have had the service for 13 months. I was then given a local number to call to cancel and receive a refund. I never received the refund. Fast forward to today and the final straw. Noticing my IP address was different than it should be and my device loosing function as if hacked I reset the router and called att. They will send a new router Monday. After the modem reset and a reboot of my device, the browser does not work correctly. The modem blinks like crazy when I powered on my device and this was without a password put in for wifi. I keep an eye on my portal logs daily and for the first time they reflected the correct ip for the router and IPv4. As soon as my phone rang and I heard that familiar beep I knew whoever had connected to the router again. Once again instead of a 192.168.1.! Address it reflects the same address as my iPad! Only difference is before the reset it was 207.192.85.179 and now 107.192.85.179. The very same as my device showed! This ip is private, static and in control. Research shows this to be connected to a paid virtual business in Nashville and turns my iPad into a hotspot. My device is used for the gateway in this house. My iPad is filling up fast with all the logs. My iPad is no longer in my control. There is much more I could detail but being as sick as I am I can't add anymore tonight. Att is vial corrupt and uses people for gain, they care nothing for people as money is their God. They have billions and I have a Medicare check monthly. The only enjoyment I had has been stripped because they have now took the Internet from Me!

My mother in law was told after making a payment of almost $400 that she would have service again, but what they fail to mention until after payment was made and processed that they would require a deposit of almost $400. The whole bait and switch. Then when i chatted with a representative and was soon bump to a phone call with their supervisor we spoke for a long time, but the end result was that someone would call me back in 24-48 hours. Never happened, and while we are on the never happened part she also never received any visa cards that she was told that were mailed 2 times. So with all this said i'm tired of being lied to and ignored. I will be filing a formal complaint to the bbb in the subject of the bait and switch and ethics of how a company should do business. Ref # [protected] on [protected]:17:14.
My desired resolution would be do as she was told.Restore her service.And finally see to it that she gets her visa card that she was told that she would get, that she never got.

From my complaint to the FCC:

Three weeks ago my phone service with Brighthouse was interrupted, and in a weeks' time they could not restore. Disgusted, I called A. T. & T. and they ported my number over from Brighthouse promising installation by the 12th. They didn't show up. When I called back, they promised the 16th. They didn't show up. When I called back, they promised the 18th. They didn't show up. I reached out to a friend who is a career A.T. & T. employee, and they called me. The person who reached out to me and his supervisor refused to deal with me because I didn't know the four digit pin code and security question. I NEVER set up either one, nor was I asked to. We have been without phone, alarm, and TIVO service for three weeks with no relief in site, and my wife has a serious medical condition where I really need to have a landline. Cells don't always work where we live. Can you find someone who cares? I think both A.T. & T. and Brighthouse should lose their license to do business in Florida.

On September 9, 2016, I requested the internet services on my parents account be disconnected. My Mother has Alzheimer's and no longer is capable of using the internet and hasn't been for most of 2016. As of December, ATT still were billing for this charge after my lengthly conversations with your Loyalty program department. I finally get resolution and they told me a credit for those previous months (Sept-Dec) would be given. On this same date, ATT disconnected their phone line! They have had this same number for at least 50 years. I called ATT and they said they would re-connect it at no extra charge. However, instead of putting it on the same account they opened a new account under my Dad's name. Ok, that is fine but it is still confusing for my parents who are 86 years old.

Still not finished with the credit on my Mom's account. They received a credit statement showing they had $118.oo credit yet they de-deducted another $49.00 Internet fee! Frustration is not the word.

How can a company as large as ATT not get something this easily done in this day/time done. You can check the records and see the numerous times I have called trying to get this all straight for my parents.

What is the answer? ATT would not need as much Customer Support if they could get services performed correctly the first or at the most second time you call.

All of the Representatives are very nice and say they have everything corrected, and yet, not so far today. We are in the 5th month of tyring to get this corrected.

Please HELP!

my name is Thomas I live in an apartment building, our neighbors that live several buildings down from us, that were friends at one time, had problem's with there ATNT phone some one hacking in there e mail. ext. and when she asked customer service they said they wasn't suppose to say this but it was coming from our address . we were accused now lots of trouble is accruing from this, we are more then willing to let any one check however they need to clear us from this . we are thinking of hiring a lawyer to handle these false accusations, what is you view on this?

Re: Acc't # [protected]

05 Jan 2017: I rec'd an email "confirmation summary a new order or service change" and a charge totaling $923.27 (9 Jan 17) is listed for 'combining services' which I DID NOT request. Two add'l charges were previously deducted for $64.41 (5 Jan 17) and $43.91 (5Jan 17), for which AT&T reps could not explain. AT&T withdrew that amount from my checking acc't w/o consulting me in advance, thereby leaving that acc't short $$$ and costing me overdraft fees. I tried to resolve this with AT&T customer service, but was passed to 5 different people/departments and kept telling me that "the customer" requested the change. I was finally passed to AT&T Collections, but they couldn't find my account.

Request you determine who/why the employee processed the unauthorized change, report your findings to me, and put my billing back to the way it has been since late 1993. This latest attempt to change my billing is unsatisfactory and warrants seeking another provider if you can't clean up a mess caused by AT&T.

I went to the store to buy my daughter an iPhone around Black Friday. Jasmin at the AT&T store in the Andorra Shopping Center in Philadelphia, PA told me that because I was buying a phone, I could get an iPad Mini and an Apple Watch for $80 plus taxes. What a great deal!

This is a classic example of bait and switch. When I got my bill a month later, my bill went from $150 a month to $300 a month! They actually charged me $299 for the watch and $10/month for the iPad Mini. I was NOT informed of these charges!

I have been trying to either give back the devices or have them give it to me at what they told me. Antonio Perez, the store manager, has been out every day this week and corporate AT&T told me he is the only one who can resolve this. What a rip off! I will file this with the Attorney General's Bureau of Consumer Protection.

AT&T offers free internet services to low income families. But require loyal paying customer to foot the bill of $50 dollars plus tax. AT&T U verse is currently offering a promotional plan where new customer's can take advantage of U 450 with 3 boxes, internet & home service for $199 dollars plus tax but here i have been a loyal customer with my bill fluctuating month to month averaging $305 dollars a month for the same plan. Really AT&T. I am considering a different company. Maybe even a fire-stick and the internet because i think its ridiculous how this company treats preexisting customers by means of inflation. i will inform you all of my findings.