AT&T
Reviews and Complaints

AT&T took my deposit as a Credit Management Fee. This was $449. I originally spoke with Alicia who had worked in their customer service over 10 years and i confirmed this was a deposit. It was never confirmed to me it was a Credit Management Fee that was non-refundable. I spoke with her on 19th November 2014 at 1.03pm. I made notes at that time on a 12 mph contract with U300 and internet 45 mbps download 40 mbps and upload 6mbps. She said Uverse grantee the speeds. It cost $149 / month. I was on autopay with never a late payment from Nov 2014 - June 2016 (disconnection). They told me they took deposits from customers with poor or nor credit history (may 2016). I had just arrived in the US in Nov 2014 and had a social security number and credit score via Credit Karma of 680-700. I read of many customers experience the same issue with AT&T. As I earn't over $500k a year I think this is AT&T abusing a large monopoly, legally defrauding customers.

We have AT&T U-Verse as our internet supplier and over the past six months since I moved in to the apartment wireless service has been questionable and dropped out often. After a few disgruntled calls to AT&T we were finally able to get a technician to come and test our apartment/building, on Monday April 18. His name was Leonardo Vides. He felt it must have been the modem/router and proceeded to change it for a new one. He then left his card and the name of his supervisor, Raul Soto, stating that they could both be reached and would return to fix any further issues if we had them.

Sure enough, the problems became worse after the modem/router exchange than they had been before. We called and texted Leonardo and Raul both, leaving a number of messages. I spoke with Leonardo once and he promised his supervisor would send someone as he was not in our area. Nothing happened, and he didn't respond to a message again. Disgusted, we called AT&T customer service again (this is almost 2 weeks later), had to go through the whole protocol of running tests and diagnosis once more, because they could not simply send another technician. We were promised a call back by this person to run a final test and schedule a technician, but again, nothing happened.

Finally, I called in irate to lodge a formal complaint and demand a technician be sent asap. To my utter frustration, we had to go through the diagnostic protocol yet again, which took almost an hour! Finally this person was able to schedule another technician, but told me there was no way I could lodge a formal complaint, because AT&T had no protocol for this. Unbelievable! I completely believe it when I see hundreds of complaints against this company, they are absolutely corrupt and no-one is made accountable. Our modem/router was replaced again as the technician said it was probably faulty. So far, 2 days in, it's working just fine so I believe he was right. However, we are leaving this apartment later in the year and will not use AT&T at the next place, or ever again.

Way to run a company into the ground, AT&T.

I am very frustrated with the AT&T Uverse customer support. On Monday, April 25th, my internet service was cut off. I came to realize that I was month behind my bill, and the amount of total due was $390 something dollars. I was very shocked because, I was only supposed to pay for internet which was $62 a month. I called and the rep told me that my monthly payment is about $191 for internet and uverse tv. The problem is, I had switched from uverse to direct tv since last September 2015. I have not been using uverse tv and I don't even have the box for it. I have been paying $129 for uverse tv service for the last 7 months. The rep looked into my account, and they agreed that they did not turn off the uverse service. The first rep that I talked to said that she would take care of this and will put notes in my account regarding this issue. She promised to call me in two hours to let me know that I will get a refund for those months that I paid for. I didn't get a call. During my lunch time, I started a chat on line with the customer support. I had to tell this rep all over again the reason for my call. I again asked for a refund, this rep said that it will be taken care of. A couple of hours later, there I had a voicemail saying that she waived the amount that was past due. Well, that is not what I requested for them to do, I specifically told them to refund the money back to my bank account. After work, I started to chat with the support line, again I have to tell my issue all over again, there was no notes or anything in my account. I keep saying over and over again that I would like them to refund all those payments that was deducted from my bank account for the uverse service that I did not use. I have direct tv and I have been paying for this since September. The rep told me he has noted this on the account and will send this issue to some kind of team, I asked him to call me back the next day to tell me that the issue is resolved, He said I should call the support number again. He said he has done all he can do at his end, so obviously, these people are not trying to correct the issue. The next morning I called again, of course, I have to explain the issue all over again, they are all apologetic and sorry and feel bad, it's just really a script that they use everytime, it was the same. The support tech told me she removed the uverse from my account, funny, I thought that happened on my 3 contact with them yesterday. The lady on the phone said, she even gave me a $140 credit to my att account. I told them that I do not need the credit, I need for them to issue a refund. Again, she said that she is not the person to do this, and that she will have someone call me at 1 pm. I got off work at 5, there was not call. I again called so frustrating, again this guy refuse to transfer me to the supervisor or manager, told me that they are busy, when I am so furious already. They told me that they cannot issue a refund. He gave me the number to the Collections department, but I have to call tomorrow again because they are in the east coast and the office is already closed. This is such ###! AT&T sucks! They messed up with my billing, taking money from my bank everymonth, they clearly know it was their mistake and all they can tell me is they will give me credit. I will call the collections department tomorrow, will see what happens. When I checked my account online today, a payment of $191 is still due on April 30, obviously, they still did not fix my account and still did not remove the uverse tv. They suck!

I did request for uverse TV for my home on January 29th, 2016, after several attempt because of connection issue they were able to do the installation on February 18th 2016. After I receive service I wasn't happy with it at all. It was getting frozen every 2 min, I was surviving. I did call Uverse and request for cancel the service on March 23rd 2016 and paid $108 my monthly balance. After 5 or 6 days later when I was changing my TV HDMI, see we still have Uverse service. I call again on March 29th 2016 and ask the representative why I am still have service, she let me know it is schedule for disconnect for April 11, 2016. I did let her know as long I don't get charge, that's fine with me.
Now recently I call Uverse and they let me know I have $200 balance remaining. Is there any way we can solve this issue?
I did talk with several Uverse personal and request for solve this. I did let them know I will pay for 1 and 1/2 month, not for what I did not request for.

I received 2 $100 gift cards from ATT. The first one seemed to go alright, but the 2nd I used for only 3 times, and then charges were debited for 11:48pm on 4-4-16, twice . since then 2 places denied my card for the purchases I made about $12.00 at a restaurant on Apr. 20, 2016, and a grocery stores for about $35. I called in March and was told I had a balance of $52.97. Then the next time I used it was at the grocery store. I called on the 855 # to tell someone that my card was used FRAUDULENTLY,

My debit card # is [protected]. I really don't care about the money, but wanted you to know there was a problem on the Reward Cards.

On 4/12/16 an at&t person came out to run a cable in my yard. He did not follow the orange paint marks that a previous att technician had drawn for him to place the cable. He tresspered and ran the wire through my septic pipe drain fill and he damaged the pipes with heavy tractor and blade. Att said they would take care of the claim but when it got to att sedgwick claims they denied the claim. We are living with raw sewerage in the yard that is a health hazard. We cannot use water or toilet in the house because it comes up in the damaged pipes. The smell is so bad and is making us sick. The septic company did a damage estimate that i submitted to sedgwick claims. Nothing ids done about it and we are still left to suffer. The adjuster told me to go dig up the septic drainfill. I refuse to do this as we might get fever and very sick. Please get back with me right away as we are in a critical state here with a damaged drainfill.

After hearing at&t was offering unlimited wireless data for bundling with directv, I stupidly fell for the bait & switch and signed up for service with both. I was told it would cost $110 per month total for both services, which would appear on one bill.

Unfortunately, since signing up with both at&t and directv, i've experienced nothing but headaches, lies, and misrepresentations.

For starters, I was placed on a 15gb monthly data plan that cost $110 itself. The sales rep said not to worry - it'll be converted over by the first bill... Which it wasn't. I called in the middle of march to have everything corrected and was told to wait 1-2 billing cycles.

Another month goes by, and i'm still being charged $50 for directv and $110 for at&t. So I call again yesterday to find out i'm not on the unlimited plan and never was.

The rep laughs and says i'm being charged $110 then put me on the unlimited plan which she states is $89 (Completely disregarded my question of whether this could be backdated to what I was originally promised) and then transfers me to another department to have my bill combined. The department is closed.

Today I call in once again to have my account corrected to what it was originally supposed to be over a month ago, and am told i'm not eligible to combine the bills. I explain to the rep this is an illegal bait and switch, false advertising, and that at any point, either the in-store reps (I went into the store twice to speak to them in person) or the phone reps (I called in twice before) could have mentioned this, but nobody did and now i'm stuck in contracts that were misrepresented to me.

The rep says he has no recourse.

I now have 2-year contracts with two companies I absolutely hate for lying to me.

Avoid at&t and directv at all costs. They misrepresent the facts and this unlimited data with combined billing is a complete ripoff.

My tv is not working and has been acting up all week . I called and tried to trouble shoot the problem but we were not able to get it going the tech ray said he would send someone one monday and i told him i need some one tomorrow not monday he said well this is all i can do for you he was rude and used sarcasum and loud voice to over power his autority. I asked to speak to a manager and he send me to alex who also was somewhhat rude. We are going to lookfor another provider.

I WAS a U-verse customer, but needed a faster internet service. I was told my early cancellation fee would be waived due to the lack of a faster speed in my area. I called and cancelled, returned my equipment, and was told it wouldn't effect my home phone service. I lost my home phone for over a week! I called to have a regular landline installed and a week later they reinstalled unversed phone...not telling me I was being charged for internet services! I paid double internet for 2-3 months before I realized it, because I "HAD" combined billing. I again asked for a regular landline to be installed and had to wait almost two weeks for the completion of this process. Once I finally got the landline switched over, they unbundled my account! My cell phone was discounted to have unlimited data with it combined. I had to call again, finding out it was still NOT bundled, nor was my credit ever given. There has got to be a better process, consequences for their inconvenience, and a waste of my time!

I am and have been an AT &T Uverse customer for several years. I decided to cancel my TV service with them but keep my internet and phone service to save some money. I called on 3/16/2016 and spoke with a rep who started out telling me she could not cancel my TV service but I insisted I wanted it canceled; she discussed the cancellation with her supervisor and then related she would be able to cancel the TV service. While on the call with her I mentioned I worked from home and used the Internet everyday for work. She suggested I could upgrade my current internet speed to 45bpm, and I agreed. The technician came to the house on 3/22 and switched out the modem. He informed me the work order indicated I was keeping tv service. I called AT&T back on 3/30 and explained the tv service still needed canceled. The rep stated he would resolve this immediately for me.

Today, 4/1/2016 I woke up and went to start working at 6 am and found I did not have Internet, phone or tv. I called 24/7 tech support, and was told they could not help me because my account was cancelled and they can only assist customers with an open account. I would have to wait until 8 am and talk with sales about a new account. I attempted to explain how serious this was that I would not be able to work without the service and it was an error on AT&T that it was cancelled. He apologized but again cannot help me. He advised he would call me at 8am and put me in contact with sales rep .

At 8:01am I did get a return call and was transferred to a rep in San Antonio who stated she would escalate this issue to her manager and it would be resolved by the end of business today . She then promised the manager would call me to confirm it was restored. At 5 pm today I had NOT heard anything more so I called and was told the work order was scheduled to be completed on 4/6/2016...5 days from now. Five days that I will not be able to work. I asked to discuss this work order and was placed in cue where I waited 45 minutes to speak with Maria who told me there were no appointments available before 4/6 to complete the work order. I asked why I needed an appointment and she explained for my new modem box that had to be placed. I stated that makes no sense, the technician was just at my home and delivered a brand new box... She said I needed to speak with tech support but she was unable to transfer the call so I would have to call myself.
I clarified but earlier in the day they would not help me since the account was cancelled; she told me to explain to them the details and they would assist me.

I called the number she gave me [protected]; and spoke to Zach who stated he could not help me since my account was cancelled, and that I needed to talk to sales. I requested a supervisor . After several minutes holding Eduardo stated he was a supervisor. He stated he would assist in resolving my issue and then the call became disconnected.

I spent over 3 hours of my day on hold and discussing this problem that AT&T created in error and still do not have it resolved. I am unable to do my job and cannot 5 days without working. At this point I do have Internet service but no phone service which prohibits me from sending and receiving faxes.

There is no direct number to any resolution department and everyone assures me they will have it taken care of, but no one does and no way to get accountability. I asked for call ref# and/or work orders but they don't give those out... Only name ID s. But when you call back no one know the name you have from the previous conversation.

No one at AT&T cares if the customer is taken care of; the goal is to say you'll help the customer so they hang up and then when it's not resolved the customer has to call back ... it's perpetual. "they" are not motivated to solve Your problem or held accountable on any level.

What other industry doesn't get held accountable? Not healthcare... Auto manufacturing...Or even Mc Donald's and your not investing hundreds of dollars over contracts with them.

I went to AT&T and was disappointed in their services. I subscribed for their services and we agreed that the monthly fee would be $435.99, but it was the second month, when these guys overcharged me. Also, it was two months with them, but I didn’t like their services and the worst thing that I couldn’t speak with the proper agent, who would explain me, why I had problems with my phone and how to solve them.

Hi to all @ complaintboard.com
This is about a home phone and a internet service received at my apartment from AT&T. I am AT&T's customer since October 2014 and I pay my bills fully and by the due dates through my bank's online bill pay. Never defaulted on any bills so far. The reason for the complaint is to let know others too about AT&T's practice of business and how the customer service treat their client. For the past five months since October 2015, I had to call their customer service every month to tell them that their bills are getting suddenly higher and I could not afford to pay such higher bills. Telling them I'm an retiree with fixed minimum income per month and I never use their service to make long distance calls or even the local calls. Last month's usage of my phone saying "1" minute of use in the entire month. Even then I had to pay $84.02 which I paid.
This month's bill says I have to pay $ 187.64 for the use from 01/18/2016 to 02/17/2016 with 0 usage for the month. To all those 5 reps. to whom I had called earlier, had clearly said that I don't need any fancy features or a long distance service on my phone and all have listened and agreed upon. The last rep. Jim clearly said starting now, with the next bill the charges for the phone will be $ 25 an $ 37 for the internet+ some tax etc. Per his words and the terms agreed upon by me too, I just sent $65 through my bank's bill pay service on March 4th, as the bill due date was March 8th.2016.
Now I am worried what the mighty corporation may do with me and for how long I have to go through such mismanaged company? God please come to my rescue and save me from further torture by AT&T. Thanks.
AT&T Account#[protected] Jalal Alyshah

Unreliable. Service is intermittent. Representatives cannot correct any problem, and do not consider reduction in prorating accounts for the lack of service. We cannot get any other service in our area. This leaves us with little recourse. We feel Att has taken advantage and are comparatible to organized crime.

Ripped off by AT&T. They usually us my phone number to identify me, which [protected]. I am retired, on a fixed income. So December 2015, I realized there were some services in my U-verse bundle I wasn't using. I wasn't watching the premium channels very much, plus I had 2 receivers that I hardly ever used. So I decided to lower my bill by going from U-verse U300 to U200, and send back the 2 receivers I wasn't using. I made the changes online, and it reflected the change in my billing. But, it was only for 1 month. The following month they automatically raise my U-verse U200 cost, they raised my U-verse voice (telephone) cost, and the increased the equipment fee for the 2 receivers I kept. This is unacceptable. I reduce my services to reduce my bill, and they automatically raise the cost of my existing services to make up part of the difference between what I was paying and what I should be paying. They talk about how much they try to give the best customer service, and then they take advantage of you at billing time. Very poor business practices. I used to recommend AT&T, but this is just another one of many instances where they have taken advantage of me. So I will no longer recommend them.

At and T has refused to take back there equipment which they billed me for stating after 14 calendar days if not returned it remains yours and you have to pay for it. I told them I had never been told any information regarding this policy, and what use do I have for the equipment. I (Victoria Davis) [protected]) have u verse and they bought out all new equipment but refused to take back the same identical equipment or allow me to use this equipment they claim is now mine. Please help me resolve this. I was charged 450 dollars 150 dollars each 300 dollars for two receivers and 150 dollars for one gateway. What use is it if i cannot use it. I now have duplicate equipment. Comcast when I had them in the past had never refused to take back there equipment and credit my account for it. So what laws tells me they should be able to do this. I have been a AT and T customer for years and I am still a customer yet they WON'T compromise. The bill states my son Marcus owes 845 dollars which includes 450 dollars charge for equipment not returned. I am willing to pay the balance to the collection agency $395.17 minus the 450 dollars equipment non returned fee, but was told that is my problem. What does that say for customer service, Really; I told them the reason it never got returned is because Marcus and I was actually in another state and still live in Florida the bill was from Chicago, IL. When I returned to the state (Chicago, IL) and I called At and T several times regarding this issue to send back the equipment for credit to my account I again was told it is not our problem but yours, it is now your equipment, and maybe you can work it out with the collection agency, really? negotiate with a collection agency and not the real agency it came from, really? "What can I do to get this equipment returned my sons account credited and his good name restored? This bill is in my son name but I am and was responsible for payment of this account as he was not financially independent at that time. So I feel the financial responsibility falls onto me to get this resolved and as a loyal AT and T customer I hoped they would have worked with me but they refused. Account Information: Marcus Davis account number [protected] billing cycle 11/21/14-12/20/14 address where equipment is 6103 south Kimbark Ave, Apt 3E, Chicago, IL 60637 email marcus.[protected]@gmail.com, or email [protected]@yahoo.com. I now live in Melbourne Florida 32934-Address- 3251 Conservation place unit 205. I would think they would be content with the customer trying to do the right thing and pay the past due bill owed minus the equipment and close this collection and account out, otherwise it will most likely go unpaid. We were unaware that he even owed this equipment fee until I got something from a collection agency for it Credit Collection Services two wells avenue, Newton, MA 02459 file number [protected] [protected] assigned on January 2, 2015 to them phone number [protected]. amount 845.17 which include 450 for un- returned equipment. Thank you Victoria Davis ( mother of Marcus Davis).

Att failed to request two of my lines to be transferred over to att leaving them active with verizon when they did the port request from verizon. Leaving them active with verizon and i didn't realize until i received a bill from verizon for $307 2 months later!
Apparently att does not care about their customer service! Once they get the customers to come to att it's all on the customer.
All the hours i've spent trying to get this resolved all att can say is there is no request for the two lines to be ported over so there is nothing they can do. I've said if there was a request for the lines to be ported over then i'm sure i would not have this issue because they would be done.
I still owe verizon $340 that i have to pay and att has not given me credits or a letter to take to verizon saying that it is an att error the lines were not requested, so verizon will give me some credit. I have spent hours on the phone since i've switched over to att and have nothing but frustration! I will never recommend att ever again to anyone. I've always recommended their uverse & phone service and have several friends transfer over. I'm going to make sure everyone knows what i've went through with this transfer. The issue could have been resolved with one call if customer service was important to att!

I have U-verse Internet. When the internet stopped working I was told I had to open a new account in order for it to work and a technician would have to come and "install" despite the fact there was no equipment change. Internet started working again later that night. Now I am billed for "installation" not done (I have note left on the door from ATT was unable to install). Now I am being charged for a whole new contract with different account number + installation charges. I have had nothing but problems with billing ever since I started service 11 months ago all unresolved. I have spent in excess of 15 hours on the phone with U-verse. I am now also being billed for equipment (modem) that ATT has sent me an email confirming they have received the equipment.
U-verse should not be allowed to operate in such a manner. I wrote a letter to ATT. Email response had wrong information and did not answer questions:
Equipment not installed - New contract and charged for installation that did not take place - Incorrect billings - 15+ hours spent on phone with "customer service" trying to straighten out U-verse billing - Being charged for bundled services including TV which I never ordered and I don't even have a TV - Being told more than once by "customer service" that the only way to get U-verse to pay attention to problems is to threaten to close account - Being on the phone for more than 3 hours for ONE call in an effort to straighten out problem.

As always - U-verse is not responding to the problems and frustrations I have expressed over and over. Even when they are put in writing again and again.