AT&T
Reviews and Complaints

4/30/16 purchased a new S7 Edge. When received first bill was overcharged and called the 611 number. Issue was resolved and AT&T Representative "Nathan" told us that when we purchased our new S7 Edge we were under a buy one get one free promotion and asked us if we wanted to take advantage of the promotion. He explained that all we would have to do is open a new line, pay three months on the phone, sign a "buy" contract, because that's how BOGO worked and after the 90 day period we would be reimbursed for the 3 payments we made and the phone would be ours. (The first phone we received was the wrong phone (S7) and we didn't actually receive the correct phone until 5-6 weeks after we were told about the promotion). When the fourth bill arrived with the payment still showing on the BOGO phone we called in to get the bill adjusted. That month, and 4 or 5 months after that our bill was adjusted and we were assured that the payment would fall off the bill the next month. It never did. In September we were told that we were never under the promotion period and we would just have to buy the phone. It is my understanding that when a company representative assures a customer of a promotional period and buy one get one free merchandise, the customer should be allowed to take the word of that representative and AT&T should stand behind what the customer was told, as the customer would have no way of proving or disproving the information. My husband and I are only two people and would never intentionally buy a third phone without a promotion that we were assured existed and we would have no way of knowing that a specific representative didn't know what he was talking about. That would make no sense at all. Although I have made literally a dozen or more calls into AT&T, I still feel confident that AT&T will do right by a long-time loyal customer and stand behind what its representative told that customer. I do not want to take this issue to arbitration but, having worked for an attorney for 30+ years, I am not afraid to take that step. Please save both of our time by setting this issue right and standing behind the word of AT&T's representative. Please feel free to contact me with any questions you may have and thank you in advance for your time and quick resolution of this matter.

Toni Seay ([protected]@yahoo.com)
[protected]

I have had nothing but problems with att and they have the worst ever customer service. First they promised installation the first week of december 2016. Then they never showed up. Direct came out and cut my comcast internet prior to the att internet being installed after they said they would not. After numerous calls and missing work on more than one occasion they still never showed up. Mid december they dug a hole in my back yard. Numerous tecs showed up after numerous complaints but still did nothing. Finally 1/2 2 weeks ago I finally got service but they laid a cable across my pool deck and my yard. They sad they would be back the next day to bury it. I have called att so many times and been transferred to numerous parties and always get disconnected. I guess I will have to hire an attorney in order to get this unsafe condition resolved. I have never been so frustrated by a company in my life. Why did I leave comcast. ?

Just moved to kentucky from ohio. Moved to rural town murray ky. Previously had att services in columbus. My spouse called att and they recommended a tv/internet bundled service and requested 4 areas for tv (I had a detached garage and small apartment in back) , also requested 3 areas for internet. We agreed to the cost per month (Around $140). Then agreed to installation date. The problems then started. On internet installation date the crews showed up in columbus ohio at our old house. Rescheduled internet was required. Direct tv showed up a few days later at our new house and installed two tv systems but said the other two could not be installed without much more additional cost. Several days later att internet crew arrived and installed internet in house and told us they could not install internet to othe two areas (Detached garage and apartment). We called another local provide dish express, and they said they could provide full services as requested. We then called att and asked them one more time to fulfill there contract and provide full services as we agreed too. After being shuffled through operators and many hours (Until our cell phone was near dead) , we finally got a technical team from att that asked for a second chance, if they could make installment arrangements (We assumed for tv and internet). After a half hour the technician came back on phone and said they could not make installation and we should find another (Provider). Assumed to be tv and internet. So we asked the att rep to cancel our contract with no repercussions and they agreed to do so. Note this is only 10 days after we had initially called att, and only 3 days after tv install by direct tv.
Three days later after no one came by to pick up direct tv equipment my spouse calls direct tv to pick up equipment. Long story short the lady insisted on $450 cancelation fee. My wife tried explaining that att, whom we purchased contract, told us to find a new provider, also direct tv could not provide tv in the requested locations, the direct tv rep hung up on my wife. We called att again and after explain for an hour that we requested services canceled and several att reps we were switched back to direct tv rep by the att operator who once again insisted we owed $450 for installation services (That they never completed). We explained that I am a 90% disabled vet that is unemployed and could not afford this charge. She hung up on us also. That is where we stand today, before I find a lawyer I cant afford, if there is anyone else having this problem we would like to encourage a lawsuit against both companies. Please make comments or contact us at [protected]@yahoo.com

The AT & T trucks were by our property yesterday and damaged our recently planted lawn in front of our property. We expect for this to be remedied immediately. The trimming crew also came to our backyard and when they trimmed the vines they dropped our cable for our service. Please contact us to resolve this. We have photos and a camera in front of the property.

I have called to get ATT land line from Dec 1 thru Dec 9. I spoke to 4 different people in the Philippines, one person in Central America, one person in Florida. All six told me that ATT service was not available at my new address. I told each representative that I had service at this address with SBC in 2006. Again I was informed no service available. I have to go Hughes to get telephone service. Today I noticed a ATT box about two blocks from my house. The number on the box is 6188 on East 240 Road, Delaware County, Oklahoma.
The box is marked ATT and a number is given before digging. I had been an ATT customer for over ten years before I returned to Oklahoma.
A reply would be appreciated.

Oakley D Warren
[protected]@sbcglobal.net
cell...[protected] ATT cell
Land [protected] Hughes Service
68201 E 240 Rd
Wyandotte, OK 74370 (Delaware County)

Direct TV & Universe is not elder user-friendly. Since my father's telephone account was attempted to be switched from a landline no tv account to all inclusive direct tv account it has been one problem after another. The problem started on the installation of direct tv, they quoted my father one price, then price rose with need add-ons per the installer which put a halt to the installation. May I add that these changes to my father's account were being made without me being informed or my ok as per the original account agreement. After halting installation apparently, a universe modem was left for keeping phone service. It comes with its own set of problems if one is not modern electronic savvy. The bottom line is this for an elderly person over 60 to live independent a simple land line set up is needed. Especially, in a house and area that has poor cell signals. In At&t haste to make a sale of a new product to a customer who is not up on modern gadgets has caused a possible crisis situation because an elderly person can not now make an outcall.

I was told by AT&T 611 supervisor and manager that AT&T would cover my DirecTv damages to my whole roof and all inside damages.They told me that it would be 100% covered guaranteed by AT&T liability insurance and nothing worry about anymore . My damage to my roof already is causing mildew and mold and rotten boards. My family's health and safety is at risk.

I have been an AT&T customer for over 35 years. I recently tried to combine my AT&T and Directv bills so I could get unlimited internet data. We live in a rural area so, of course, we have poor signal for our phones and internet. I can not use the internet options on my directv because the signal is so poor, even using a mifi, that all my data would be used up before the month is up. I thought unlimited data would enable me to use my directv like it is supposed to be used. For three months I have been trying to get this done. Supposedly December was the magic month when the unlimited data would be applied to my account. When it was not on My AT&T account, I called again. Now the rep tells me that if I get unlimited data I can not use my mifi or personal hotspot on my cell phones. That means I can not use my ipad or the directv internet options. Up till now none of the reps that I have talked to for the last 3 months has ever mentioned this to me. What is the point of unlimited data if you can not use the things you want the unlimited data for?
This is the stupidest thing I have ever heard. I am very disappointed in AT&T and their treatment of customers that don't live in the areas that provide AT&T with the high value of heavy population, therefore higher revenue. We suffer with poor signal quality but pay the same or higher rates as the urban areas. I have an abandoned gas well pad that is 200' x 200' and have offered a rent free space for a cell tower for AT&T for several years so the people in this area could get a better quality signal and decent internet service. However, AT&T does not appear to be interested in supplying their rural customers with better services, even for free! I am really disappointed in AT&T and their lack of concern for their customers in the lower revenue supplying areas. I feel suer this will get the same results as all my phone calls have gotten... NONE!

I live at 242 Wind Chase Drive in Madisonville, Tn. Recently in November new lines were installed in my neighborhood under job number 78k45420n and damage was done to my lawn and there are still two holes about 3 inches wide and 18 inches deep in my lawn. I have called the [protected] number several times only to be treated rudely by the female answering the phone indicating she would have someone address the situation. After several attempts I have received no phone calls back as promised nor has anyone fixed the damage. All I was asking was to have it repaired with some straw over the damage grass and to have the holes filled in. What does it take for AT&T to repair what they have damaged? I would like some type of response to this as I have been totally ignored to this date. By the way others in the neighborhood have had their lawns fixed. Why not mine.?

I became a new customer, subscribing to internet and DirectTV service mid October. I have had a horrible experience from day 1! The tech sent out was only trained to install AT&T internet/Uverse services, didn't know anything about DirectTV, stated my tree branches were in the way for satellite to be installed (so I bought a saw, cut them down and have to pay for tree removal). Only to find out the branches did not have to be cut and then was at my home for 12hrs and still didn't complete the installation correctly. I was without full use of my services for 1 mo. At the time of the sale I was advised that I would receive a $50.00 gift card by first sales rep I talked to, I had to call back in and ended up speaking with a send sales rep, who then stated there was something wrong with my order, put me on hold to fix it and then advised me he would do better and would issue me a $100.00 gift card. In November, I called in regarding billing, trying to have both bills combined into one. They submitted the request, cancelled the request and resubmitted, changing my billing cycle each time. While speaking with an AT&T rep, I inquired as to when to expect the gift card. I was told to speak with DirectTV, which I did. I was then advised I would receive the card the 1st or 2nd week of December, which brings us to today. I spent 1hr+ on the phone inquiring about the gift card, informed they could see the card on the account and then only to be advised that I am not eligible for it and would not be receiving it. I requested to speak with a supervisor, I was transferred, spoke with the supervisor who put me on hold and during the hold hung up on me and never called me back. I had to call, went through the automated system, requested to speak with supervisor only to be transferred to their commercial department, then back to them. I sat on hold for another 5 minutes waiting for a supervisor, who then told me he couldn't do anything to help me, but offered to issue me a $50.00 credit for inconvenience. I advised him that all I am asking is for them to honor what I was told and that was the $100.00, he said he couldn't do that and offered for me to speak with his manager. I am no longer frustrated, many levels past frustrated at this point. I speak with the manager, who proceeds to tell me that he cannot help me and that I have to speak with AT&T Rewards. Granted they did waive installation fees, and they did issue me a credit on my service that I couldn't use for 1mos. However, when I call as instructed by them regarding the gift card... NO ONE will step up and take accountability, nor will they fulfill expectations they set/provide to the customer. All calls are recorded for quality assurance and training, but a supervisor/manager will not pull calls. I'm not asking for the company to do anything other then HONOR what expectation and WORD you gave to YOUR customer. If you can't send the gift card as numerous representatives advised would be arriving, the least you can do is issue a credit to the account in lieu.

Within the last 20 months I have had 5 cellular phones due to malfunctions. I recently reached out for at&t assistance and called only to find that my insurance I have been paying for would not service my cellular. I was told that the cellular a samsung note 5 was still under warranty. I was told to take it to the warranty center. When I explained that the crystal was lifting in the top left corner and I have a rugged case and the phone had not been dropped. On top of this occurring the sound to speak to my callers went out and now I was without a cellular unless I used the speaker. I use my cellular for work and using the speaker was not an acceptable option. I was told to call samsung for a replacement. I was at a loss when at&t said it would be warranted over the phone when I called. The warranty guy gave me a number to call samsung to have them service the phone. Samsung asked that I get a loaner from at&t and send the phone in or take it to their warranty office. Their warranty office is in columbus, ohio and indianapolis, indiana. At&t does not give out loaner cellular. I was also told by samsung that best buy geek squad could fix the issue. That was also a dead end to frustrations. I went back to the at&t store on 13 mile road and gratiot in michigan. The young lady tested the phone and could not find any reason why the sound was out. After two weeks of dead ends; no warranty not even insurance service to fix my cellular; I had no choice but to leave at&t wireless service. I was happy with at&t until I was told no insurance or warranty could fix my cellular. I am not happy to go because I was with at&t for over 10 years. This complaint is written to let someone know what happened. I did not leave for cheaper service; I left because I was told my warranty and insurance was not going to help in fixing the cellular I had not damaged.

AT&T saleman promised me my address was eligible for service and if there was any issue AT&T would make it work. Took off a day of work, wasted my day because address is not eligible. Jamal, our local salesman, will not return my call or my text. AT&T will not return my upfront payments. My address is still showing as eligible on AT&T's website. Very upset about how misleading their sales tactic are.

2 weeks ago I requested a replacement unlisted landline phone number replacing my old number [protected].. i requested a certain number..your agent said that number was avilably [protected].sayin to activate it in 1 week... you attached a prompt to my old number telling the world, my phone number was being changed and you gave out the NEW unlisted number to anyone that called ..so you gave me another unlisted number [protected]...you did the same with that new number...now I have a 3rd number...[protected]. I cant activate it...im on my eighth service tech in 2 weeks..i work second shift at my job..i get home at 1 am..usually go to bed around 3am...sleep till 10am or 11am...and leave for work around 2pm...the don't not disturb feature dosent work...and att decides to call me at 730 am ..when I talk to your techs .they always say the lines are down or being serviced...nobody can fix anything...they always pass it off for someone else to fix...ALWAYS...I talk to a tech manager Saturday morning around 2am...he promised that this problem was goin to be fixed..that they would manually activate my phone and remove the prompt to tell the world what my new unlisted phone number is...BUT AS USUAL..HE PASSED IT OFF TO SOMEONE ELSE AND ITS STILL NOT RESOLVED...ARE THE PEOPLE AT ATT ALL A BUNCH OF LAZY PEOPLE ?...JAMES PAUL SUTHER ACC# [protected] ..

My wife and I work very hard to keep this bill paid in the past month and a half we have paid $ 900.00 in phone bills and are phones are still off because AT&T says we still owe fees we have been a customer for years I know that they could turn our phones on and I have been trying to keep up with everything and they won't even work with us. I wish that they and there employees would treat there Customers better and work with them to resolve problems instead of cheating and ripping them off they most try harder to do so there are lot of people that are struggling to keep there bills paid week to week month to month year to year something really needs to be done.

I was advised by your representative Bryan on 11/28 that I was to bundle home phone, Internet and Direct TV all at 109 monthly charge. In addition, these perks will apply; free activation/installation, unlimited free cellular data, Direct TV app. 200 giftcard and unlimited wireless data. All services would be added on 11/30 from 12-4. Direct TV came right away. Then I even upgraded to a wireless package for the cost of 186.71. When I called to ask what happened on the home phone and internet service, I was advised not available in my area. I took a day off work for all to be done and it wasn't. Then found out all was a lie. I was misguided by your representative. I went over all the perks and they're not available either. I thought about keeping the plan but due to all the services are not available and I've been lied too, I just want my money back to get out of this without any issues. I've been advised that I have a credit on the account. Please keep what credits that are there they're added due to trying to keep me as a customer. I'm not due back any money except what I spent on the wireless boxes. We wouldn't be in this mess if it wasn't for your representative lying to get a sale. Funny, I do Sales for a living and it's about integrity which I think your company has lost. I'm not asking for anything free or a scam, I'm asking to do the right thing. If I owe you for a weeks worth of TV please let me know and I'll pay the bill. For the other things I don't. This has upset me so bad that my immune system was down and I got the flu this time. I hope that you understand and will do the right thing. Penny

I used AT&T in the past and left them because I was extremely disappointed with low quality of service. Recently they contacted me and said they wanted me back. I refused and told them that I'm already using another provider but they actually did not care. They offered me all kinds of bonuses and promised high quality service but I refused and asked AT&T to leave me alone. But they keep calling and offering me their service! I want them to stop bothering me!

I need a supervisor to contact me because I received some of the worst customer service that I have ever experienced through AT&T. It is too much to type out, but I will at least give a synopsis:
*11/16/16 => Spoke with Raquel in Customer Care about concerns with Family Data...She asked me about all of my services (Wireless, Television, Home Phone and Internet). By the time I got off the phone, I was scheduled for 11/28/16 to be bundled under one company instead of having AT&T for some of my services and Spectrum for the other. I was excited about the opportunity to also save money.
*11/28/16 => At 8:15AM, DirecTV Technician Justin walked our complex and came to my door to tell me that we our not eligible for DirecTV because our apartment was not in the right line of sight. I told him that I mentioned to Raquel about my concern with our location and dishes. He asked me did she offer U-Verse and I told him that she offered it as the alternative. He recommend that I call and see if I could get the Tech who was scheduled to do my internet and phone, to go ahead and do my tv as well. I immediately called Customer Care/Customer Service and this is when everything went south:
A. I spoke with Jalisa and explained the situation, but she could not help me...She transferred me to DirecTV
B. I spoke to Tammie and explained the situation, but she could not help me...She transferred me to a different department
C. I spoke to Keisha and explained the situation and she cancelled the DirecTV, but couldn't do anything else so she transferred me back to AT&T.
D. I spoke to BC and explained the situation, but she could not help me and put me on hold.
E. Toya picked up the call and she started trying to help me. By this time, I had been on the phone for about 40 minutes. Sad to say, the call dropped while Toya was trying to get someone in a different Department to help me with a U-Verse Bundle.
F. On calling back, I spoke to Robert and he tried to pick up where Toya left off, but I had to explain everything to him. I thought that everything was settled because I had rescheduled for a different appointment when all the services could be done at once. Robert told me that the tech that was coming would be redirected because he would not be able to do the television/cable work on Monday. I got off the phone thinking that I was scheduled for December 16th and I headed in to work so that I would not have to use so much leave time.
G. I received multiple calls from Technician David (DK583K). He was concerned because I was not at home. I called him back and explained the situation. He wanted to know if I could come back but I told him about the rescheduled appointment. He encouraged me to contact Customer Care/Customer Service because I had not received a confirmation on my new appointment. He also explained that their are Saturday appointments that I was not offered so that I would not have to take off work. I was comfortable changing appointments, again, so I told him that I would just follow his guidance to confirm my appointment.
H. After getting off work, 5:50PM, I spoke to Cris. She had to fix my appointment because it was scheduled for December 12th not December 16th. I explained to her my frustration with the entire day and asked to speak to a supervisor. She put me on hold and when she came back, she told me that I would receive a call from Supervisor Paul in 30 minutes.
I. Less than 10 minutes, I received a call from AT&T but I missed it because I was in the restroom. No voicemail was left, so I was not sure how to get in touch with whoever called
Overall, I have calmed down a little, but this was a pretty bad experience and I still have not received any other correspondence concerning my issues. I never spoke with Supervisor Paul. I did receive, via e-mail and text, confirmations for my appointment on the 16th.

I signed up for what looked like a good deal with a DirecTV/ATT bundle. ATT brought their modem and installed it. When the rep from DirecTV arrived I realized that with more than one TV, my service would be much more expensive. I then decided to cancel the DirecTV but keep ATT.

ATT Uverse was to be about $49.00 per month. Here are my first three bills:

84.67
187.10
169.76

I was not happy with the amount, part of which was supposedly installation fees. I cancelled and was informed I would be charged an additional $150.00 for early termination. It's worth to get away from this dishonest company.

The at&t billing system: round up for debits... Round down for credits... Has anyone ever looked into this? The billing program bills a customer a month in advance for normal monthly service charges (A. K. A. Your rate plan). If you change your plan, add a new line of service or even simply change the "primary user designation" on your account, they billing system will process the change rounding up for debits (Charges for "new plan") , but round down for credits (The amount you've already paid due to the month in advanced billing). Inevitably your bill will increase anywhere from a couple bucks to what may look like twice a "normal" bill... With approximately 130 million cell phone accounts = a lot of money. A j. P. Morgan evp contacted at&t about the inconsistency with the billing and included specific examples = his email was passed around to multiple departments & never answered

At the end of August I got a bundle deal with AT&T and Direct TV and 2 weeks later I decided to cancel it. When I called they said I would have to pay x amount of money to have it cancelled and I asked why it should not be a contract and they said it is a contract. I later went down to Direct TV and spoke with a manager, I told them about how the man who came to install everything was harassing my neighbor, I did not want the dish in the middle of my front yard, and he never explained how to use anything. They also charged my credit card in the amount of $460 without my permission. I returned my equipment with him and they told me to take the UVERSE to AT&T to return it, which I ended up mailing it in (I have confirmation of return). After speaking with the manager he gave my information to his assistant to contact me and get it resolved. They refunded my $460 and his assistant called me 3 or 4 times to make sure it was being resolved properly and that my account had been cancelled. As of Oct 5 it was all refunded and cancelled on both ends (AT&T and Direct TV as they are saying they are combined) of my knowledge. Then the beginning of November Direct TV sent me a bill for $460 and I just assumed it was a mistake because the week after I got a bill that stated my $460 had been credited to my account. Then on 11/11/16 I got a call from a debt collector saying AT&T sent me to collections and I owe $537.27. Not once did I ever hear from AT&T or get a bill from them during this whole situation. So since October 5, 2016 I've been under the impression my account has been cancelled I owe nothing, then when I spoke to a representative on the phone from AT&T they said yes I do have an amount due but they couldn't figure out what they were charging me for since it was sent to a collection agency. They were unable to help me over the phone and recommend I go into the store and speak with a manager. I tried calling again and even spoke to the collection agency telling them the situation and they said I need to be on a conference call with them to AT&T to have it voided. This whole ordeal is causing me a lot of stress and I just want it resolved. Having them send something to collections when I never received a bill from them and was under the impression this account has been closed for over a month with no amount due angers me. It is ruining my credit having this sent to collections! Please help me get this resolved!