AT&T
Reviews and Complaints

We called AT&T on Oct 24 to set up U-Verse service in our new house. They said they could not set up an installation date before Nov 18! When pushed for a sooner date they suggested we call each day as they get cancellations 'all the time'. Disappointed but determined to try the service we waited. We called every day as suggested, waited to speak to a rep, requested an earlier appt, and never could get an earlier date.

On Nov 18, the day of installation, my husband takes the day off work to wait during the given window of arrival (11-1). By 1 when no one had yet to arrive he calls to be told they couldn't come and never had intention of calling. When he asked if he could reschedule they couldn't provide a date due to a mysterious 'service issue' they hadn't resolved.

Our complaint is to report the appalling customer service by AT&T U-Verse. We not only lost a month of service, we lost a day of wages, and a whole lot of respect for this company. The lack of response or willingness to rectify the situation will surely hurt their customer acquisition and retention (they lost us and all our friends!). However, the failure to live up to the agreement (installation date) and the absence of a call to give us notice in advance is inexcusable.

I was pressured into a online marketing campaign promissing 15 Leads a month for &600 a month. its been three months and have only recieved 3 calls related to my services and the remander 26 call or fron soliciters and non related. My contact pages or incorrect, i have requested changes to my campaign but was told that they know best cause the have marketing experts that handle this. I was lied to and milead my target area are incorrect. How can ii get out of this contract, my account is being mismaneged. Is there a class action lawsiut out there? How can one go about in filing one? Theres has to be some legal issue here, i told my rep that i am a new bussiness and cannot take any chances with advertising, he toid me that i had nothing to worry about that the service would generate me bussiness. He stated they use a special program that accurately projects how much bussiness i would recieve monthly. I have not made a dime from using their service and have been paying for it with money i dont have. I need help with this contract, i am a new business and cant afford to go under with a $600 a month payment that gets me no results.

this is my last email sent to my rep:

from
David De Leon [protected]@solartranzitions.com via gmail.com
to
[protected]@attinteractive.com
date
Fri, Nov 11, 2011 at 5:07 PM
subject
Solar Tranzitions add campaign
mailed-by
gmail.com
hide details Nov 11 (2 days ago)

Ryan I have been going over my performance account. I have gone over all call connections and have only identified 4 calls that were related to my specific services. My contact page for omaha has a vehicle picture that implies that i do automotive tinting. I have no idea how long this has been there, but im assuming its been there since the start of this program. this is a service that i do not offer in that area and could be the reason why some calls relate to this service. Supposedly changes have been made to the geo targeting but my online reports still state that my campaign is still targeting Omaha NE.
My keyword geo-modified group on my online report still has keywords for omaha, council bluffs and lincoln. I was told that changes have been made and that my keyword targets are for sioux city and sioux falls only.

A couple months ago i asked to have changes made to my keywords and contact page that would imply that i only offer commercial and residential window tinting and made complaints that it was my belief that not all keywords were active as described in my online reports file.
I no longer can afford to run this program i am a new business and was under the impression that this campaign would pay for itself which in my case it has not . I had requested a three or six month trail but was told it was not permitted.
I dont have the time to keep monitering this campaign to make sure that it is properly functioning as it is supposed to. I'm not getting results as promissed and will not be able to afford to continue making the monthly payments.
Im requesting to be relieved of my obligations due to mismanagement, misleading information reguarding projected results, and untimely manner in having corrections made to my account.
Please discontinue all campaigns, i will not be able to afford to make payments. I just dont have the capital to pay for a service that is not working. I feel that i may have been taken advantage of and am very unhappy with the performance with this capmaign.
By the time all the corrections and tweeking nesseccarry to get proper results, i will have invested a few thousand dallars. I really do not want to have to seek legal council regarding my situation.
thank you
David

Set up bundle with ATT uverse on there websight. Set up appt and 2 days before sced. appt. they sent someone out to my house for a pre-inspection. This Att employee was very nice and spent about an hour inspecting house- drove up the street- inspected pole- and said everything was go and to have a nice day. Day of install my wife sits and waits. After 1 hour past the sced. end time of install ( sced was from 9am thru 12) she calls ATT. The person she talks to tells her we cant install your uverse because you are too far from the box. They (ATT) contacted me in the first place about switching to Uverse. They (ATT) sent an employee out before install to pre-inspect. The person I talked to said that a manager was unavailable to speak with so I asked her to have one contact me. Still waiting on that phone call. Up untill the day of install I had full faith in ATT.now I have none.

After having AT&T for years with no problems me and my wife decided to sign up for Internet with AT&T u verse so we went to the local store to get the equipment and we had to pay a $100 dollar equipment fee. We had to wait almost 2 weeks to get service hooked up and the tech said everything was fine to hook up equipment up at 8 pm that night so I followed that and still no service the following day I called AT&T to have a tech come to fix it and got fed up with being on hold so I hung up and figured out the problem myself.
After that being said I should have canceled service but my wife needed it for school so we kept it and about a month later we still didn't recieve a bill and the day after Halloween we went to the store to buy some things and our bank card was declined over and over so we had went home and check our online banking and seen that AT&T overdrawn our account by almost $500.00 dollars and we had never set up auto pay after a week now and countless hours arguing with everyone in customer care and numerous managers we finally found a few people that admitted that it was AT&T s fault and they told us for a week that the money was put back into our bank and never had that been done! My wife fed up called AT&T and asked for corporates info and 8 ppl that are employees of AT&T couldn't give us that info so we had to google it and we called AT&T corporate and after leaving a nasty message my wife received a call from a manager who said that our money would be returned by5 pm and now it 703 pm and still nothing and after telling my wife the money would be returned my wife asked if AT&T was going to pay all late fees and over draft fees occurred by their illegal actions and he proceeded to tell her it's out of the question and being fed up I'm canceling our Internet and cell services this fight with them is far from over! I'm also contacting an attorney and we will battle in court they will pay 10 fold! Megan and Kevin

Switched to Att U-verse and was told that I had to wait a month for install. Days before my installation, I received a message on voicemail stating that installation has been delayed for another month. My husband has now spent over 2.5 hours on the phone with multiple representatives. One representative hung up on him when he asked for a supervisor. Another (Mr. Silvio, assistant manager at Ft. Lauderdale) is refusing to allow him to speak to the supervisor and refusing to provide information on where we can contact consumer relations- even gave him the wrong address of where to mail an appeal! No resolution. I have never had such a bad experience before with ANY company. Att is the absolute worst- I'm glad I was only testing out their cable.

when i logged into my verse account i was shown a bundle that was a pretty nice savings over my current package. i tried to select the bundle and was given an error message and told to call in. when i called in i was on the phone for a little over 2 hours trying to get the online bundle price from a person. they finally got it for me. 1 week later the service was still not active. i called in today and after almost 3 1/2 hours on the phone with no less than 6 people i was told that online prices are only available online and there was nothing they could do. they tried to help me with signing up online but nobody could get it right and they wanted to charge me 150 a month instead the of the 112 that att.com shows. when i told them the 1st customer service rep had it right they told me the 1st rep was billing me 157 plus taxes even though they told me it was the 112 that the website was showing. this is the greatest bait and switch ever. they tell you 1 thing and then do another. i really cant believe att doesn't get sued for fraud over this kind of thing. then at the end of the call they offered me a deal on the service and the 3rd receiver i wanted. when i said ok they informed me the 49 dollar receiver activation charge still applied. i informed the service person i didn't know their was a 49 dollar activation fee for a receiver and their reply was that the 1st agent would have put that on my bill also. just another charge they were not going to tell me about until after i got my invoice in an email. please be careful in any dealings you have with att verse. they have turned into every other cable company. they will tell you whatever they need to in order to gain your business. after that they could care less if you are treated fairly. if anyone from att wants to contact me my cellular is in this form i submitted. i am hoping that there is someone somewhere at att that still cares about their customers.

An AT&T U-verse technician came to my home to install new phone, internet and cable service in September of 2011. The technical aspects of the implementation went fine. The problem was with the installer himself.
The AT&T technician had stepped in some dog fleeces at some point of the installation, which he then proceeded to track throughout our home, including the hallways, family room, bedroom, stairs and finished basement. When confronted with this, he replied that he did see and smell it, and that he thought we had a dog. We do not.
And no, he did not wear booties, he indicated early in the installation (when my wife asked him about why he was not wearing booties) that his “boots were clean, and booties were not needed.”
To top it off, after my wife had been cleaning this up for several hours, we noticed that he used one of our bathrooms, where he had a second problem with excrement. This time with his own feeces - which he left on the top-back of our toilet seat.
When I got home, my wife was hysterical and physically ill.
This is all true; I couldn’t make this up if I wanted to. To put a cherry on the situation, the AT&T claims department said we couldn’t prove the financial claim that we made to have the floors and carpets cleaned.

I upgraded two lines to Iphone 4s on Oct 16th and after 3 weeks of waiting, At&t confirmed that we have shipped your orders, but on the due date I didn’t receive one order. Apparently the At&T rep forgot to put the Apt # for one of my orders and although I placed them both together, at the same time and with a same genius rep, he made this mistake which looks simple (but wait…..). At first, I was expecting to call Fedex and give them the Apt # to wait for their 2nd deliver attempt (while I had the door tag they left at my place), but they told me the shipper (At&t) has to provide such a change not the receiver. So I called At&t and explained the situation. The weird thing is that they couldn’t understand the problem and after couple of call drops and long wait times (it took me the whole day), I was able to talk to a reasonable rep and explained the situation. Finally, he realized that it’s against the At&T valuable policy to update the address without receiving the package. In other words, they expect FedEx to ship the Iphone back to them and then they do the address change and place a new order!. On the other hand, even with the door tag in hand, I couldn’t go to Fedex local store (where they kept my package) to pick it up, because I had to show the proof of address and obviously my ID had my address with Apt # but in their system they didn’t have the Apt# and At&t would refuse to update it until the package was shipped back to them. The other problem was that since I was moving to a different state (CA) in two days, I didn’t have time for all this changes, so I asked them to if possible at least void the previous order and place a new order and instead of Florida (my place of residency), ship it to California where I was going. In return they replied that in that case you would have to pay the extra for shipping to CA and also the extra for taxes (~$60.00). At the end, you see that they are the one who made the mistake (Apt #), they are the one who had restrictions on Fedex to get updated information from At&T in case of address change, they are the one who have this policy to not make any changes until they receive their most valuable package (iphone) and they are the one who want to charge me extra with an extra wait time. And remember I have been their customer for more than two years with couple of lines and I have upgraded three lines since last year and still don’t have anything solved. So god bless the new customers with new contracts

AT&T SMALL business accounts only help those businesses that can grow and have more than 5 employees. This doesn't help my business! I will never have employees because that is not how my business works. Because I am the only person in my business; AT&T does not view my business as a business at all - even though I have a TIN. if you have a business with less than 5 people or don't plan on having a wife/husband and kids to falsely claim you have 5 people working for you then AT&T will never see your business as being a small business. Perhaps I am the stupid one trying to figure out what the difference between my business and the definition of a small business is! Why is it that a one person business is not considered small? Another thing that bites my ### with AT&T is that if you are 8 days late making a payment; AT&T will shut off your phone service. Apparently, AT&T also does this to their employees, too! If you are looking for customer service don't get service through AT&T. They presumably are not using a dictionary to follow the definition of customer service or perhaps they made their own definition up. I would love to find a company that services small business as well as medium and large business. Verizon was any better when I was a customer of theirs either. Any suggestions?

The commercial where the husband signed up for
AT&T service is positively inappropriate & personally
I would like to know who approved this commercial?
Someone should be reprimanded for something so
inappropriate. I would not treat a stranger like she
talked to her 'husband' I am sure that whoever
approved it would not be decent enough to apologize
and pull it. Shame on ... whoever you are!

ATT Uverse has once again decided to update their firm ware on a weekend and in the process deleted all of my recordings and denied me the ability to use the service I am payning for. The last time they did this they managed to make the equipment unusable in the process of trying to restore the service and charged me fifty dollars for the ir extra effort. Avoid this provider at all cost if you value your entertainment opprotunities.

My cell service was suspended because I was over 15 days past due. I have been with AT&T for over 2 years and have been in excess of 30 days past due numerous times but this was the first time I was suspended. When I discovered that I was suspended, I paid immediately. Later that day I received a notice in the mail saying I was AT RISK of being suspended (letter was dated 5 days prior). It also said I would be charged $40 for reconnection. I called AT&T to get the charge waived, but after going through three reps, they would only waive half.
They said they called (seems they called my wife's phone), texted me (they did NOT), and sent me emails (they sent one - other than their daily spam wanting me to sign up for more services - but the email they sent just said "call" - no reason, no indication it was about billing, nothing). I have been very satisfied with AT&T previously, but i'm really considering going back to Verizon due to this incident. I asked the Supervisor if this is what they consider good customer service - cutting off service prior to notification in writing, and changing their policy on payment without notification, and then basically calling the customer a liar. Instead of praising AT&T as I had done in the past, I am wasting time to criticize them here - and this won't be the last venue I do so.
Nice job AT&T - you've turned an avocet into a detractor for $20!

I signed up for AT&T DSL service via their website on 05/31/11 during the order process I selected self installation and that I already had an existing AT&T compatible DSL modem. My online order clearly states that there would be no equipment fee or installation fee. On 06/02/11 an AT&T installation employee arrived at my home, when he informed me that he was there to setup and test my AT&T DSL service I told him that was really nice of AT&T to send someone out to install service for me even though I had selected self installation. When I asked if there was a fee for him coming out he said no there is no fee. After he was done setting up service he gave me a service summary that clearly states no fees or charges which we both signed. Shortly after that I had made several advance payments on my account so I had a positive credit on the account for upcoming months. In August I received a bill showing a $120 dollar installation fee on my account. I called in to AT&T several times regarding this issue and every time I was promise the issue would be resolved except today 09/30/11 when they told me they would not issue the credit. I was transferred to retention to cancel my service because they would rather lose a customer than credit the incorrect charge. I asked several times for an email, fax number, mailing address where I could send the documents proving I was right. I kept my original order confirmation from AT&T’s website, the installers work order, and all of my bills so I could prove to them that I never asked for installation or approved any additional charges for installation. Not once would anyone provide this to me so I could dispute the charges and remain a customer.

Without question the worst customer experience I have ever had!
Dates called in to dispute bill: 8/29, 8/31, 9/9, 9/13, 9/21, 9/30

on sept 27th 2011 at 1230pm a white 4x4 f150 AT&T truck raced up on me as i was going from the 90 east to the 405. the 405 has 2 lanes that merge into 1 and this truck was behind me as he raced around me and forced his way in front of almost sending me into the wall. i was less than an inch from hitting the wall. then as i came up behind him again, he slammed on his brakes nearly causing another accident. then he started weaving in and out of traffic cutting off other drivers while speeding. he is a very dangerous driver and a danger to other drivers. he poorly represents AT&T and makes them look bad. tried to make a complaint on their website but they charge $25. his license was #8y84472. id #[protected]

The new AT&T U-Verse they advertising for $14.95 per month the real cost per month is $48.95 but they have a program that they do not tell you that they give you a $24.95 per month credit back to you account for the 11 month up to a year. Equipment cost is $90.00 but they give to you for $75.00 but you have to hunt for a reward of $15.00, there router can’t be buy in the store so if go broken after 90 day you will be spending another $90.00. Installation $36.00 that is not really installation you have to do yourself because if you want the technician to go to your home and do the job is another $95.00 for installation. The first bill will be at your home is $174.95 for the first month and they sent you a welcome letter that you have to hunt for the reward bundle or credit back to you or you will be paying $48.95 per month and all the hitting fee, if you don’t get this offers they hitting in the complicate web site., you will be stock with a big bill that other carrier can offer you for $39.99 without any hitting fees.

ATT advertized for you to try thier new u-verse svs bundle for 30 days and if you do not like it you can switch back to your old svs and money back well I gave it a try and before 30 days was up I decided to go back to my old svs due to the fact that when lost of power you have no phone svs at all and my internet was not any faster than what they claimed so I decided to go back to my old svs I called ATT and informed them that I want to go back I was told that I could go back to my old phone svs but I was stuck with the internet svs from uverse because it would cost ATT uverse too much money to switch me back and I was not worth the cost and they could not honor thier agreement to switch back so I was forced to be a customer with ATT u-verse internet svs which is no faster than the svs I had previous well it took them 10 service workers to put my phone service back to land line and 2weeks later before I had a land line phone service if anyone out there is even thinking about getting ATT-UVERSE service do not do it you will be sorry they are only trying to get you out of your old contract and start with new billing fees and charges dont be a victim of ATT U-verse

My AT&T Saga – the Continuing Story

Following is a very long timeline explaining my ordeal with AT&T.

All I wanted to do was move into a new house some five miles from my old apartment. After two and a half months of dealing with AT&T, you would think I tried to move my Uverse service to the moon.

Mid June – After several misdirected calls, several of which were routed continuously to the business division regardless of my telling the representative that I was calling about a personal account, I finally get through to the right people to move my uverse service to a new address on 6/30/11. I request a new phone number as my old one gets calls all hours for a defunct auto repair shop. Installation date confirmed as 6/30/11 that day on the phone.

6/30/11 – No communication from AT&T and no installation tech at new address. Call placed to AT&T yields, after several hours on the phone, a final response of “We are not sure exactly why this problem is happening though we know it is one that consistently happens when scheduling moving of service. Someone will call you tomorrow with a course of action to resolve.”

6/31/11 – no call from AT&T

7/1/11 – Called At&T back and after spending an hour and a half on the phone, no forward motion is made on the issue except another statement of “we will call you back tomorrow MORNING to discuss resolution”

7/2/11 morning – no call from At&t so I called back to be told, “no one should be telling you they will call you back the next day if they cannot commit to it” I am told again that they are working on a resolution.

7/3/11-7/6/11 – rinse and repeat process

7/8/11 – After 10 hours on the phone over the course of one week, the response is that the order is completely messed up and “hanging in limbo” with no apparent way to correct it. I make the suggestion that perhaps they should just cancel my old service and create a whole new order which is met with a skeptical response of “I guess we could do that, but you will lose your home telephone number”, which of course makes me giggle hysterically as that was one of the things I initially requested – a new telephone number. New order is set up and after much discussion and hair pulling on my part, an installation date of July 25th is set upon (note that this is almost a month after I should have had service installed at the new house). I believe it was some time at this point that a credit was issued against my account for $100 because of the problems I had dealt with.

7/25/11 – AT&T tech is an absolute joy who stays for five hours to ensure that everything is set up properly. Woohoo! Light at the end of the tunnel? Just a glimmer…

I receive no billing or communications on the old account after this point.

Around the beginning of September – I start getting calls from AT&T to my cell phone. I answer three “please hold for an operator calls. The first time, I am routed to a woman who speaks so little English that it takes several minutes for her to understand what my name is and how to spell it. She says that someone is trying to install service at the apartment I use to live in and that they can’t do it because there is still service in my name at the apartment. Which is funny since my service should have been disconnected at that location on 6/30/11. She says she will take care of it and we part ways.

Later that same day, I get another one of these automated calls “please hold for an operator”. I get another person who speaks little English. This guy doesn’t even have a clue why I was called. He sees no problem with my account and sees no flags on the account to show why I was called. I finally have to tell him that after a half hour on the phone with him, I have a meeting I have to go into as I am at work.

Because I am not confident in AT&T at this point, I later call AT&T uverse customer service in the USA.

The first person I speak with says that they can cancel the account and then I will have to call back when I get my final bill to dispute the charges for anything after 6/30/11. I tell him that is unacceptable due to the amount of personal time I have wasted on the phone with AT&T. After another 45 minutes on the phone, I get a hold of a guy who listens to the situation and is able to go in and supposedly cancel the account, clear up the back billing and issue me a credit for anything I have over paid. He also asks if I ever received a communication about returning the equipment, which I haven’t, obviously, because my old account was never cancelled. He says I will receive instructions on returning the equipment, which I did receive and then used to return the equipment. I have tracking information for this return.

A few days after I returned the equipment, I receive a bill for $491.86 - $450 of which is for unreturned equipment – which is wrong of course. This also includes billing for between 7/27/11 and 8/26/11, plus a forwarding of charges for 6/27/11-7/26/11 for which I never previously received communication.

By my account – AT&T owes me $77.88 from where they should have billed me $22.12 minus a $100 credit (pain and agony credit) for the billing period between 6/27/11 and 7/26/11 plus a credit of $128.08 (another pain and agony credit) on the bill from 7/27/11-8/26/11 totaling a credit of $205.96.

Additionally, I have wasted over 14 hours on the phone with AT&T customer service and 8 hours of paid time off from work (waiting for an installation tech who never showed up) that I will now not be able to use towards my personal vacation. Based on my rate of pay, that wasted 22 hours is worth approximately $600.00. I am not factoring in the stress of the situation, the loss of sleep, the inability to communicate with the outside world during the time between 6/30/11 and 7/27/11 in the form of a home phone or internet connection.

I am a fairly intelligent and very persistent person who insists on doing things the right and fair way. I feel for anyone who is not able to keep track of these ridiculous account issues. AT&T’s system has created an environment in which their reps are powerless to assist customers with even the most basic of account transitions – a residential move!

Every customer service rep I have spoken with has been incredibly kind and understanding, has tried to manage my frustration, has tried to issue credits to make good on my lost time and energy, but they are facing a monolithic computer and database system that doesn’t allow them to use their minds to correct issues.

Unacceptable.

I renewed my contract with AT&T and was told that I had 30 days to cancel my contract if I changed my mind, without having to pay an early termination fee. The service during the first few weeks so was sub-par that on the 28th day I went back & canceled my service and moved to another provider. I returned the phone & all the accessories.
Two weeks later I receive a bill for $378. I called AT&T and spoke to a rep and she informed me that "buyer's remorse" (as she called it) isn't a reasonable excuse for returning, and because I took my number with me to the other provider that I am being charged the early termination fee.
Buyer's remorse?! I would have happily stayed on with AT&T but 1 in 5 phone calls were dropped. There were more areas than not where I would have no service or 1 bar -- and I live in a metropolitan city! I was not staying in a 2-year contract with a company that was not providing the service I was paying them for, so I left within my 30-day window.

There is a current A T & T commercial wherein two parents are standing behind a sofa with their two children seated there. The father states that there is only room for one more recording on DVR and they then debate which child should get their way -- discussing which child they love more - which one is more deserving - which one is more beautiful. NO CHILD ON EARTH SHOULD BE SUBJECTED TO THAT COMMERCIAL or be made to feel that their parents judge one over the other of them... what on earth? I will boycott any and all AT&T services until that commercial is removed from the air. AT&T should be ashamed! There are enough children out there suffering parental abuse, verbal and physical - bullying at school and low self-esteem. GET THAT COMMERCIAL OFF THE AIR!

My friend gave me an iPhone as a gift. So I used it as my phone. But I never use it for Internet services. AT&T detected that I am using an iPhone (They invaded My Privacy!) and add a $25 monthly data plan on top of my bill automatically!

1) AT&T infringed upon my human rights - my iPhone has no liability with AT&T and it is legal. But AT&T force me not using it unless I pay them!

2) AT&T invaded my privacy - why my wireless services carrier should know what phone I am using? I am never personally willing to expose this information to them, and they can not use this information as an excuse to add cost to my bill!

3) AT&T abused my trust and suppressed my billing information. AT&T charged me automatically without my consent - I only found out that I was required to pay extra money after a month. I can not drop this data plan also.

"$25 per month per customer", this amount of money might seem little. But it can generate millions of dollar as new revenue for AT&T.

This policy harms U.S. consumers, and encourage other companies to do the same. i cannot tolerate this bad behavior and here I am.