AT&T
Reviews and Complaints

Cancel my service after paying two months in advance, I was informed that I would be issued a $70.00 debit card for the over payment. Now I am getting phone calls from third party collection companies for $70.00 All AT & T equipment was returned at the UPS store #2844 own the date of 3/15/2022.

I called and talked to customer service operator shane on 6/12/2022 and was informed the matter would be corrected.

Albert Richards

107 akin rd. nw. cartersville Ga.30120

[protected]

We went in to our local store in blountstown to exchange my phone for a free new phone. After a month went by our big was huge. The phone credit was not on our bill. After contacting the manager we were told that a employee has been suspected of stealing phones since we were not the only customer with the issue. Instead of being fired, they transferred him to another store. We are owed 1000.74 dollars and have been fighting with the company since july.

We were told the company sent footage showing us taking our phone which makes no sense since it was an exchange/upgrade for free. Why would the employee give us back our phone? It was an exchange for a free upgrade and that means your company keeps the phone.

So far we have found out you can steal from your company (straight from the mouth of the manager) and just be transferred to another store.

I ordered a Samsung Flip 4 phone and it broke in less than 2 weeks...

they sent me a replacement under the Warranty program.

I returned the broken phone in the box that the new one came in ; and with label provided.

today get a box with a broken phone in it that i've never seen in my life, and they said I returned that "wrong" phone!

I am a 15+year customer and work in the fraud investigations environment and have no need to lie and return the wrong phone!

They said there was nothing they could do!

I'm waiting for a supervisor to call me back.

My email was shut down and locked out. I've had this email address for

about 25 years and have my medical records, legal documents, and all my contacts that i can't get because i don't have an AT&T account anymore.

I desperately need this information. I've tried to resolve this issue by calling

and spending hours on the phone, and receiving no help.

In the summer I signed up for a free trial of DIRECTV Stream. When I went to cancel it after a few days an ATT employee cancelled my wireless phone account instead. It took me multiple days, multiple stores and many people for many hours to get it restored. Subsequently, I have been now billed $30 more each month for my wireless service. I was told this would reverse back to my original plan and it has not after four months now.

I am very angry that a mistake made by an employee at ATT not only caused me to have to put in hours of my own time to get fixed, but also that the company has now taken advantage of the situation to force me to pay over $30 more on a monthly basis because I have a “new plan”. I was also lied to by whoever told me in ATT chat that these charges would reverse.

We requested TV Streaming services for our new apartment in August. After a few weeks, we never received the device. We called AT&T, they told us that they would send another device. We called again. They said that because our apartment was newly built, the address was recognized in their system, and they could not send us any device with FedEx or UPS. At that time, we were getting all kind of mail and shipments through FedEx, UPS or Amazon.

Anyway, they told us the only way to get a refund was by getting it directly from an AT&T store. We went to one on 09/05 and we paid $130.20 for a device and the monthly fee of $89.9. We could never use the device. We called for technical help several time for the next 2 weeks. We followed instructions, but it never worked. They told us that it was defective, and we should exchange it in a store. We took it to 2 stores. They said they could not exchange it. They told us to ship it back. We shipped it back through UPS on 09/21.

Account number: [protected]

Return reference number: A6515P20220921165834

Device 1 Serial Number and Model: X71VE1MT002124 Osprey

We never got the refund. I called customer service and I talked to Nathysa on 10/24/2022. She said that she could not find my payment with my credit card on 09/05 and that the device that we shipped back was not received and she could not issue me a device because she cannot see the payment on 09/05 or the returned device. She told me to get a refund through my bank.

Is there any way to get my refund for a device that we could never use? We tried for over a month. First, we did not receive it due to a new address in the USPS that was not registered in your system. Second, you could not try to ship it and we went to a store to get it. The only device that we got, did not work after several attempts with the help of your technical support team. We wanted to exchange it, but two of your stores could not offer that service to us and told us to ship it back. We shipped it back. I offered to send a copy of my credit card payment and my return receipt, but she did not want them.

This feels like very poor customer service.

Looking forward for a refund.

Best regards,

Alicia

AT&T Fiber. The Internet went down on 2/16/22. The technician came on out Tues 2/18/22. We were down until Monday morning 2/24/22. Internet worked until 11PM 2/24/22 and we are down again.

You have to start all over again with each call to customer support just to get a status update. Enter the account name, enter PIN, they run an automated test. Then you get to speak to a human. Can I get the account number and PIN again? Run same test again.

As I sit I have no internet. It's been 9 days. Avoid AT&T. I'm am making it a mission so share this experience with everyone I know and on every social media channel I can.

My voice mail on my business account has not been working for months.  I have spent countless hours trying to reach someone to fix it without any luck.  When I finally reach someone they never have any history of any prior conversations.  They then tell me there is a problem and will call me back.  Well no one ever calls back.  I will be switching all my services to someone else.

*&%$ you AT&T

After spending over 2 months on calls lasting over 4 hours each time and being hung up on or transferred to the wrong departments having to start all over again... my issue remains unresolved... I have pinned down the issue and have spoken to their Senior Technical Support staff ...everyone apologizes everyone promises to help resolve the issue, their resolution was to upsell me a new phone.

My local health insurance company when they call the call goes straight to vm, that vm is not on my phone nor on my call log... I have worked with my health insurance company to pin point the exact problem BUT! every techie wants to go back to the trouble shooting tools ... 15 times.

I am beyond working or talking to anyone from AT&T as I feel and so does apple that once I switch carriers my problem will be resolved. Apple supported this told me it is not a device issue as the logged into my device...it is an AT&T problem but they are unable to help.

I can not go through this one more time sorry... you have lost a 20 year customer

It took me over 8 hours in 3 days to get new service with 2 lines and 2 new phones properly set up. Your overseas customer service agents are horrible. The first day was spent placing my new service order. It was placed but completely wrong. No phones were ordered. I verified with the lady three times the information and she repeated it back to me. All we received were the sims cards, not phones. The second day, a different lady, tried to help correct it but was confused. that was a waste of 3 hours. Finally, the third day, Rockel, an American, was able to help me. She had to delete everything that was done previously and complete an all new order correctly. She was a great help. My first complaint is that I spent 6 hours for nothing, away from my job, which should have been an easy task. Then I inquired about bundling my current Direct TV account with the new account and getting a discount on Direct TV part of the bill. I have gotten the run around on this as well. Wireless tells me Direct TV needs to handle that and Direct TV people teel me Wireless needs to take care of that. This experience is totally unacceptable. This is already soured me to AT&T and I just started the service. I feel I should be compensated in some way to make up for the extra time and work I had to put into getting this straightened out. Also, who do I speek to about my Direct TV/Wireless bundling? Thank you. I am not at all happy!

It has been only a couple months and I am back to receiving two different bills from ATT.com. I was told that everything was figured out and the bills stopped briefly. Again, I am getting bills will late notices from an account that are not my account, as well as online bills that are actually my account. I am fed up with ATT.com trying to get none owed funds from me. This will be the last time and my next move will be to cancel my service with att.com completely.

I called AT&T on May 20 2022. I talked to Arielle Rouge. I was offered a $200 visa gift card if I signed up for AT&T U-Verse internet. I did sign up and AT&T internet was installed on May 25 2022.

I have never received the $200 visa gift card that was offered to me. I have tried contacting AT&T and have not received any results. I never was contacted in any way on how to receive the gift card.

Att seems to provide updates on phones and when this happens the phones stop working as they should or as they used to, certain features stop working I now have 2 phones this has happend to and when ive tried to contact them it seems impossible to get any where. every thing was working fine untill10/14 2022 the most recent up date occured.the last time this happend 9/13/2022 i purchased a new one here we go again thank you

AT&T internet Email locked me out of my emails- not for anything I did wrong but due to a new security system they are putting in. They said I am not able to set up a new email password unless they snail mail me a code. I told them to text it to me and they said it would take 30 days for them to text me a code. (you read that right 30 days and snail mail this is incredible). Why would I need a new password you ask? Because my old good password has been locked due to their new security system. When cyber criminals can make the customers suffer because the security is too rigid to let the customer into their own account (which I pay for), it is time to find a company who knows how to handle security.

This new security system is automatically locking people out of accounts just for signing in a few times in a row.

Bad business AT&T - take my money and lock me out of my business emails I pay for a business account I can't access

2 months ago we switched our cable and changed our plan for mobile service. We were told we would get a $300 gift card for enrolling in their program. I had AT&T for my mobile already, but we switched my husband so he was under his own plan so he would qualify for a military discount. We spent at least an hour on the phone making the changes. we spoke with at least 2 representatives during this process. They gave me a phone number to check on the gift card and said it would take 4-6 weeks to get it. after waiting at least 6 weeks I called the reward center, after talking with 2 representatives they informed me that we didn't qualify for the gift card because I was not put on my husbands account as an authorized user. They said there was nothing they could do. I feel they mislead us to get us to be a customer. No one ever told us anything about being an authorize user. I hope you can help us. I am going to change my service with them because I feel they can not be trusted to manage our accounts, and if we have a problem down the line, they are not trustworthy. Thank you for your help. Kathleen Kuczera. This is my phone number if you have any further questions.[protected].

End of July 2022, I upgraded by iphone to the 13 mini based on the fact it was an even exchange. IF there was a promotional stipulation (which I was told after the fact) it was in very small print and not very intuitive to the average customer (I tried to upgrade another phone to see how it looked).

The first week of September 2022 I received a text message from AT&T telling me to upgrade my wireless plan to unlimited data. I called to inquire about this and was told by the agent this was just informational alerting me that I COULD upgrade my plan and that it would NOT affect my even exchange of the upgraded phone.

9/30/22 I received a text message that a one time credit was being placed on my account for trading in my device as I did not meet eligibility for the trade in promotion. I called and spoke to Aldrin, who explained to me that the previous agent gave me wrong information and that I needed to upgrade my plan to unlimited data to receive the promotion of an even exchange. Because I am on a family plan I asked if I could discuss this with the others on the plan. He did not give me a deadline on when I needed to call back. He assured me that he was making notes on my account so then when either myself or my father called back everything he discussed with me would be documented for the next agent. Aldrin told me that upon upgrading the plan to unlimited data the case would be escalated to get the one time credit removed as well as the monthly fee I was being charged for the phone of $19/month for 36 months removed.

10/2/22 my father called to upgrade the plan to unlimited data and was told that it was too late

10/5/22 I called to explain that 3 different agents told us 3 different stories, and something should be done about the customer service. While I understand I may have been misinformed about the promotion, when I called to inquire, I was validated in my understanding. I spoke with Makay who told me that this was reviewed by a supervisor on 10/2/22 and nothing more can be done. I am completely appalled by the customer service of such a large company and that there is no recourse to giving out false information to customers.

Please replace Lebron James as your “spokesperson.” Last I know he was publicizing the address of a Columbus, Ohio police officer who had saved the life of a Black girl. Then he publicly whined that he didn’t “feel safe” in his thirty million dollar mansion because of white people. Surely you can do better than Queen Janes as spokesperson. No wonder your stock is headed to zero employing people such as the Queen. Good luck to you, you need it. Tom Orem

On October 9th we began opening new wireless service with [protected]@T in Dixon Missouri, by using their website. Once we finished with our order, we received a request to upload the driver's license of the person opening the order to which we did. When we set the new service up, we elected to receive new phone numbers since we have just relocated from an 816-area code to a 573-area code. Almost 24 hours after uploading the ID we had still received no communication from [protected]@T. We decided to call their customer service line in order to follow up and see if we had done everything correctly. When we spoke to the agent, he told us that we had to start the order all over. When he said this we told him no, we want to just go to the local store and do it there and told him to just cancel what we had done. After this, he tried to argue, and we insisted he cancel the order.

Almost immediately after this phone call, we began getting emails from [protected]@T and the order we had requested be cancelled, when we were informed it needed to be redone, was miraculously processed and shipped overnight to us. To make this even more confusing and frustrating when the order was shipped the company had set up the new phone numbers with an out of State 618 area code. Deciding to go ahead and keep the phones they had shipped but unwilling to accept the erroneous area code that is 100% the mistake of [protected]@T we called requesting to change this to the correct area code. We were informed that we would be charged a 36-dollar fee per line (of which we have 3 lines) in order for them to make the needed change. They told us it was our fault, which makes no sense, considering they had previous told us the order we tried to get was not done correctly and we needed to start over.

Considering they told us the order we placed originally was not valid and we needed to restart it, and then when we told them to cancel the order to which they shoved the phones with the wrong area code down our throats anyway, I can only come to the conclusion that the customer service rep who took our original call was being dishonest and it did seem as if he was trying to upsell us.

It started in May when I got a text from AT&T stated I could get a “free”phone and all I had to do was to pay postage. In July my bill was $800 so I called AT&T and was unable to resolve it so I did file a complaint with AT&T in July/August.AT&T office of president said to return watch and charges would come off. I did this but charges continue to accrual.

I started getting emailed notices stating I was using too much data and I would be charged $10 for every 50 GB over my limit. This continued sporadically for several months until I called, numerous times, to get the high data usage issue revolved to no avail. During this time, I paid a number of overcharges.

It was clear as I monitored usage on Smart Manager, each of us were showing different usages. As an example, on Oct 7th, my Smart Manager showed 25 GB of usage, and that same day I received an email that I had used 660 GB of data.

I tried one final time on Oct 7th to resolve the issue and was on the phone for an hour, repeatedly put on hold and finally was told the issue, "had been fixed" and both sides were now showing the same usage.

I called again on Oct 10th to have my current bill adjusted as the high usage was no fault of mine. This attempt failed as I was told the bill was high due to my over-usage of data.