AT&T
Reviews and Complaints

After contacting ATT Wireless on January 19th 2011 regarding an open ticket/complaint dating back in November I was subjected to offensive religious commentary by Kimberly Smith at their Paris Texas location. In escalating the issue I was basically told that ATT would talk to the employee but that beyond that they really don't care about losing another customer. The people in the "Office of the President" for the the wireless group all the way up to the senior manager Charles Villerale simply do not care about customers and have only one objective and that is to enforce the terms and conditions of contract and to make certain that when the contract ends make certain that the customer never ever ever returns. So why is ATT spending so much time and shareholders money with their campaign to retain customers when they actually have no problems sending customers away in a bitter fashion and making certain that the customer (like myself) will not only never return but will also cancel ATT residential services losing revenue for that group? I am impressed that ATT Wireless prefers to have employee's instead of customers since customers are the ones that generate revenue and profits. Are the shareholders aware of ATT Wireless's poor business model, bad behavior and their masterful ability to lose a customer permanently. Current customers with expiring contracts and potentially new customers should seriously consider other providers for these services or you will also learn the hard way as I have that ATT never has and never will have any respect for the customer.

I cancelled my att phone service in June. I was to get a refund check, just $15.14. I have been calling for 7 months. I get my call sent to f*cking India & they dont have a clue! Im told it was cashed and they will send me a replacement. I have been hearing the checks in the mail, it was mailed in in Sept, Oct, Nov etc I call back repeately and they are still investigating it! Its only a $15 refund!

I have been put on hold for 30 or more mins. I have never had such a run around from such a major company. I called back just recently and they told me they were actually sending me out a copy of the cashed check and they wont be issuing one to me since it was cashed! So my fellow AT&T people if you are to get a refund and its stolen my someone and cashed you are SCREWED! They will not reissue it even though you didnt cash it!

So all these past few months I was told in essence that I was gettig a copy of the June 2010 check and not a reissue for a new cut check! Then they have the nerve to send me in the mail to "come back to AT&T". Do you think I have "***" on my head? Do you think a consumer will go back to a company that should have stayed in the USA and who has been treated with no respect and who gets terrible customer service?

We will not stay with AT&T. Its not about the $15.14 but its about the principle. We all want AT&T to make things right and they have screwed us! I guess they need that $15.14 more than I do. They can take it and shove it up there (you know whats!

I signed up for ATT Uverse 6 months ago, moving my TV, internet & phone service to their Uverse platform. I was told there would be unlimited long distance calling (like Comcast's "triple play"). I was told I would get 1 HD/DVR box. I was told there was NO contract.

When the tech came to install my service, he told me that I was not signed up for an HD box. The lady who took my order had lied to me. Additionally, after my first bill I realized I was NOT getting free unlimited calls. Two lies to get my business!

When I called to complain, they "gave" me some free services (more movie channels, more bandwidth) and adjusted my phone plan to the unlimited call plan. I still had to pay additional charges, but it was competitive with the Comcast Triple Play so I decided to go with it.

About a month ago Comcast gave me a "come back to Comcast" promo so I decided to change back to Comcast. After mailing all my equipment back, I still got an additional bill? I paid it! DUMB mistake since all services are paid for on "pre-pay" terms. Today, I get another bill in the mail from ATT claiming there is an "early termination" fee. WHAT? That lady who I originally spoke with told me there was NO contract.

When I called customer service/billing, they tell me that the charge ($135) is billable because they sent me (3) e-mails stating my account was now under a 1 year contract!?

What? Another ATT rip-off and more lousy customer service. By the way, my HD picture always had fuzzy/digitized blocks at the bottom of my screen. Those are GONE with Comcast and even over-the-air HD signals. ATT Uverse SUCKS.

Brian Flanary

We switched from comcast internet to at&t dsl internet to save money and are seriously regretting it now. After starting the new service last week, we found that it was too slow to use with our xbox and ps3 or netflix, and called to upgrade to the "elite" dsl service. The salesperson promised the upgrade would be seamless with no downtime. This is crucial, as I telecommute and rely on the internet to be available all day. She convinced me to add phone service, since bundling would save even more money. What she failed to tell me was that this would create a disconnect order and then a new service order instead of a simple upgrade. Our internet service was down from 8:00 am yesterday (Friday), and after several calls to at&t, I was assured that service would be up by 8:00 pm last night. It was not. I was then told that I would have to wait until monday for service and that no one could help me. After several more calls to at&t this morning, a tech came out to install the service we were supposed to have yesterday. He left without checking that it worked properly, and now our speed is half of what is was before the "upgrade," at a whopping.97 mbps. I can get my email, but images won't load in my browser half the time, and forget about xbox or netflix. We really needed to cut our budget, but I sure wish we could have afforded to stay with comcast. Their techs would never have left without ensuring that we were operating at the speed we are paying for, and they are open 24/7. No, "provisioning has gone home without finishing your order. Call back monday." geez, at&t. You've had, what...60 years longer than comcast to get your act together? This is no way to treat customers, and it's for sure we'll leave for greener pastures as soon as we can afford better service.

I have only been with ATT for less than 4 months and know that I will NEVER use their services ever again. I would have already dropped them but I have to stay for a year. To start with when we got out internet connected, within one week it stopped working. They told me it was a bad modum so they would send me a new one. After another 2 weeks of trying to figure it out, they send a guy over from the company to help. He find out the "new" modum they sent actually didn't work and the original did but the lines were what was wrong. Finally a week later they were finally able to fix that, still keeping me paying for a month of internet that I didn't recieve. Next the problem was my bill. I signed up when they had a special going. However every month they seem to forget this so I am continually overpaying and then being creditied the amount. I feel that if it was their mistake, I shouldn't have to pay the extra amount each month. I end up having to call and deal with their customer service over the phone. That brings me to their customer service. First off, you have to enter or tell someone your phone number on average 7 times for a single problem because nobody can help you so they continually transfer you to another person. And most of the time when they are transferring you, it asks for a 3 digit code. Nobody ever gives you the 3 digit code unless you ask specifically for it before they transfer you but how are you supposed to know to ask? The last complaint is their online bill pay. Good luck! I have tried the last three months. Because I only have internet through them, they have to send me some code in the mail. When I mean mail, I mean snail mail. Isn't it 2011? Nobody can give you the number online, over the phone, or even e-mail it to you. I found this out after spending another 45 minutes on the phone with their aweful customer service. So heads up, run the other way from this company. You are better off spending more money than constantly dealing with these incompetent people.

They ripped off my 80 year old mother by scarring her into an anti virus contract. She has been trying to get her money back for 4 months.

I didn't see a page for complaints abut att wireless issues, but i'm so hot right now I may have overlooked it.

I just spent close to 3 hours on the phone with various at&t wireless agents, trying to straighten out a problem that at&t could have prevented with a simple phone call or text message.
My october 2010 payment was running late, so I decided to pay online by credit card. That same month, I had a suspicious charge show up on the credit account, and filed a dispute against it. Somehow, the at&t payment ($175) got tangled with the suspscious overseas payment ($70) , and was also noted as disputed. At&t was notified in late october that the payment was being disputed. They did not contact me. I admit that, if the credit card company noted the two disputes in the correspondance I received, I completely missed it. My wireless bills never indicated a problem, however. They came every month - november, december, january - with a regular monthly amount and were paid. My last bill, due january 6th, was for $87.07 (Which is normal, when you add all the various manure charges on top of the $50 service, plus $20 for a second line). I mailed a payment on the 15th for twice the amount ($175) , knowing that the new billing would be due soon. Today, I went to make a call, and my phone service was "disrupted" due to an past due balance. What?
I called at&t and spoke with jane, who quickly gave up and transferred me to doug. I was polite, and I never raised my voice (I've worked customer service... It's not their fault). After ages on the phone with doug, I was finally told that my october payment had been "blacked out" and I had past due payments of more than 90 days on my account. Doug suggested I call my bank and find out what the problem was. So I did. My bank csr did a little investigating, and told me that at&t was told of the dispute problem back in october. They never contacted me. Not in october. Not in november or december. And certainly not this week, before they decided to cut off my service. None of my most recent statements show an overdue balance, and certainly not one past due for 60 or 90 days or more.
I called at&t back and told them they had buggered up, but I would make another payment over the phone, in order to have the phones turned back on. They claim that the $175 payment of the 15th has not arrived yet, so I had no option. I had to make a payment before I could have the phone service restored. Trouble is, the automated payment system will not accept payment! Neither the automated system or the online payment system will allow me to make a payment. The customer service people (And "supervisors) say they can not enter a payment manually, either. Raul deguzman told me I would just have to wait until the payment was received and cleared before I could do anything. When I asked for a supervisor, enrico beladona told me I would have to talk to customer service and ask them to send an email to the finance office asking finance to remove the hold so I could post a payment. He said it might take a while, since he didn't know when they would respond to the email. I said, 'excuse me? Can you not call them? At&t is a telephone company!" he said they could not because they didn't have any extension numbers for those offices. I would just have to wait while he connected me to customer service. He did, and I explained it all over again to nakala (Who was very polite and apologetic). When finance refused her request to release the block so I could make a payment, she said she was sending an email to request a "higher order" to have the problem investigated, the block removed, and my phone service restored. According to her, they are supposed to call me back "immediately" to work on the problem.
I am still waiting.

I realize that I am partially to blame because I did not realize that the october payment had gotten tangled with the dispute way back then. On the other hand, at&t has been billing me normally for four (4) months since the dispute and never mentioned that there was a problem to begin with. They knew about it. My bank told them in october that there was a dispute. Why couldn't they call me, or text, or send a notice in my monthly statement, or any one of a number of ways they have to contact me? I have been with at&t since the early/mid 90s. I stayed with them during all of the att-cingular-att-again confusion and through multiple moves and plan changes. My bills have always been paid. So this is what you get for beng a loyal customer? Gee, thanks a lot, at&t!

Att took money out of our account without authorization and after checking into it with a bank and with the law, found out it is a form or hacking and a federal offense. Let me start by telling you how poor the service (Actual cable and customer service) was for us. When my husband and I moved into our new home, we decided after being hounded by at&t uverse to try this all in one package with the cable, internet and phone service, we reluctantly gave it a try. This is what started our whole nightmare. For one, they lied about the price. It was $60.00-$70.00 higher every month from what they quoted us and after speaking with managers several times about this, and with the promises of fixing the issue, it was never corrected. We never received our bill because it was going to an unknown email address that at&t set up and that we did not even establish nor did we even know existed. We didn't even have the information to get into this account! After receiving bills saying we were 2 months behind, and struggling financially because of atts mistakes, we decided to go back to our old carrier. Granted, we owed $363.38 in which we were disputing due to the horrible experience of trying this company and were going to send as much as we can. They sent letters threatening to send the outstanding amount to collection status after only 1 month in which we sent a check for partial payment knowing it would avoid going to collection. 2 days after they received the check, they took it upon themselves to unlawfully go into our bank account and take the remaining balance, which was unauthorized. We have been treated like trash by 3 managers and hung up on several times by different at&t reps. If I were to go into a persons account that owed me money I would go to jail with a felony charge and I intend to hold at&t accountable for the same actions. Our bank disputed this and said it was highly illegal and is even putting the money out of their own pocket back into our account while they go after at&t. But what about the crime that has been committed and the unnecessary stress that it has put on us. Although the money that they stole is petty, we could have possibly overlooked it with the proper customer service. But when their customer service team treated me and my husband so poorly on several occasions that was the last straw. Now we warning consumers of the danger of dealing with this company. We will exercise our right to freedom of speech. We have contacted corporate and even they are looking for every loop hole to keep our money by lying about equipment not being returned. It was to ups in daytona beach! Just because we are getting our money back does not make them stealing from us okay. Let me explain it this way, if I stole your car, but then brought it back with nothing more than an apology, would that be okay and should I not have any consequences for my actions? So I hope that the $353.38 they extracted from my bank account unlawfully was worth it because everyone will know about att! The true att! We have our own radio show, beat pros live, that we are broadcasting this scam along with working with 6 magazines and going to the media. We have had over 100 people come forward with complaints and the same story as ours! If you have a complaint, contact us either at [protected]@beatpros.com or the beat live line 386-beatlive [protected]

my wife and i ordered AT&T U-verse (TV/Internet/Phone) bundle for our home over three weeks ago. but the day before they're supposed to hook up service they called to say they can't install it due to "engineering" issues. turns out, they didn't do their homework and didn't prepare to install our service on the day our serice was supposed to begin. anyway, we are now more than one week after our original service date, and we still do not have any tv/internet/phone service at our house. AT&T personnel have lied to us about whether they are working on saturday, they have not called back when they said they would, they have all passed the buck to someone else in another department, nobody have taken any responsibility, and no AT&T personnel have behaved like professionally.
i have very disappointed and angry at AT&T.
the sad thing is, we switched to AT&T because we were fed up with the poor customer service of Cox communications. (although cox always had good tv/internet connection).

I signed up for AT&T to create a website. They wanted $1600 to start and told me I could pay by credit card or be billed on my phone bill. I opted out for the phone bill and paid them $1600 that way. I heard nothing more. Phone calls weren't returned and the usual deadbeat stuff.

I finally got a human who told me the $1600 was refused when they ran my credit card. I told her that I paid with my phone bill. Months of nothing and and unreturned calls. Finally I got through to another human who told me I had missed the deadline to get a refund by three days. This is obviously BS.

I went with AT&T because I thought they were reputable and would do a good job. Not only did they want me to do all the work, which I thought I hired them for but they didn't bother to call me when my credit card was "refused". Further I have no record of this supposed refusal. I don't remember giving them my number and doubt I did, no reason to. I have since heard other stories about AT&T's tactics and I suspect I was scammed by a dishonest company.

I am not giving any personal information for fear of retaliation.

Whatever you do - do not sign up for uverse. I am a deeply experienced computer user - I have been a user since the mainframes of the late 1960's and have run a computer company and written software for sale. I changed from att dsl to att uverse to get faster service and this is a complete disaster. Unless you want to use their clunky webmail for your email and forgo your client email program (Such as outlook) then you are out of luck. There are online instructions to set it up and I guarantee that will not work. Then you try to call tech support - at least a half hour to talk to someone and you will be informed that you will be charged, through connectec, to fix anything with a third party software issue. Guess what? My email worked fine this morning - I could send and receive email. Now it will absolutely not send email. If I want that fixed, then I get dinged for $129. They call this a "service"? Oh, and the much-vaunted increased speed? Count on getting about one tenth the speed of dsl if you are lucky. This is a complete and absolute disaster. If you go through with this, you will have nothing but misery - so do not make the same bad decision that I made. I am getting this thing yanked out as fast as I can. Honestly, take my advice and stay away from uverse.

I have been an AT&T customer for more than 18 years. I have the roll over minutes plan. I had a rollover balance of 4000 minutes before I went to the family plan to add one additional line. When I added this line I lost 3500 minutes and I accepted that even if it wasn't told to me. One year later I got another phone for my spouse and it went under the family plan and her account was closed. Two months later, I noticed that the minutes had dropped again and there wasn't a change in the plan. I was told that it would not cause me to loose minutes by adding a line. After talking with customer service, my 4500 minutes were put back. Two years later I had to purchase two new phone under the same plan. I asked if i asked if my minutes would be taken away and was told no. This month I checked and the minutes are gone (8000). I was told that I have 5000 mintues to expire and I asked how. I now know that they don't want you to have all those minutes. AT&T are not honoring what they say they are going to do. The next time I need phones I going to purchase else where.

I have had to call almost every month about charges applied to my account that are sneaked onto my bill. They range from $2.00 to $9.99 and can be multiples of these amounts. Each time I have called to complain, they are removed, confirming my suspicion that they are erroneous but intentional. Apparently there are 'data blocks' and 'purchase blocks' you can apply to your number, which after one year I found out about. Also, the Samsung they sell (my husband and I both have the same phone) has terrible audio. It is nearly impossible for us to communicate. Speaking with others is not a problem however. When I complained multiple times, they finally replaced my phones under warranty. These 2 are marginally better. I am attempting to get out of my contract, awaiting a call back. As I am not 'deceased' or calle dto military duty, they will fight me. Whatever happened to quality products and customer service? Not at ATT Wireless!

My at&t phone service went out in the snow on sat 01/09/2011 apparently due to an accident. my elderly neighbor lost her phone and life line as well. my wife and I called in both repair tickets. on tuesday 1/11/2010 at&t repair technicians were repairing my neighbors phone line in my property and informed my wife that our line would not be repaired before thursday 1/13/2011 even though they went out for the same reason at the same time and they were on my property to complete the repair. I called at&t and talked to ms lucas a "supervisor" and she informed me that my phone repair "appointment" was scheduled for thursday or later so the technician already on site could not repair my phone line? I guess you are supposed to schedule your phone failures in advance and even though the same box was damaged in an accident, the technicians can only attach one pair of wires per visit to a repair site.

I guess I will soon have to switch from dsl to cable and turn off my hone phone.

In October 2010 I posted a “free” ad on the yp.com for my area where I live. I received a unsolicited phone call from multiple sales representatives, after the third time, I decided to hear the sales representative out her name was Donna M Allen, with a lot of reservations in mind she told me all the benefits of having a listing with them. Later that day, she faxed me a contract for a three month free trial for print and online advertising. To my surprise she decided to record my voice for an authorization for the online advertising, after she told me while not being recorded that there is a free trial, but when she did the recording she was reading from a script, but did not allow me to ask any question while the recording was going on. After a few days what she did was she trapped me into a long year contract after she “understood” what I was concerned with but she did not care, I was trying to cancel the advertising two day after it all took place. When I tried to contact customer service trying to cancel out everything they told me that they have no record of my account in their system, I did this numerous times, later in November I received a bill for services that I was trying to cancel but they did not cancel or do anything about it, until I started to get top level managers involved to reverse and cancel the contract. It took a few months to stop the billing and contract, finally I was able to cancel everything but it took way too long for it to happen, later to have $39.14 bill for 15 days of advertising, now at this time in January 2011, the phone service representative stated to me that I did not contacted them before the advertisement when live, but I have contacted them a dozen or so times to stop everything and I thought that they were notating every call I made, but now to realize they did not do any kind of documenting, they said that I wanted to cancel everything after I received the first bill, but that was not true because I called them many times before I received a bill from them. I do know for a fact that they do a lot of un-kosher and unethical sales practice to deceive me and put me into a contract to cost me so much money in the long run that I can not able to afford it. They are simply a bad company to do business with and advertise with, its just best to find other advertising methods. Simply put DO NOT ever use them they will lie and cheat to get a sale from you. They are a DANGEROUS company (a predator) looking for easy prey (you that is) to dine on.

For the last three months I have been billed/charged by mistake for two different DSL internet account services. I requested one DSL internet service to be disconnected but I continue to received two separate bills twice a month for each account. I have spoke to serveral AT&T reps and each rep seems to be unable to solve my issue. Also, during the course of a conversation a rep continues to fail to help, disconnect me in the middle of our conversation, fail to call back when given a call back number, and I have to repeat the entire process again.

Date: january 6, 2011

At&t
Consumer. [protected]@att.com

Re: account number [protected]

To whom it may concern:

I am disputing a charge on my bill dated from october 23 until current. The charges are related to dish network dated 10/23/10 to 11/22/10 and 11/23/10 to 12/22/10. A late charge on current bill also noted. The amount is in error because I called in on october 15, 2010 to cancel dish network, remove some not needed telephone services, and continue internet services. Due to the economy, I had to decrease and downsize. The customer representative made the account changes that day. Or so I thought. She instructed me that she would cancel dish network and set me up with directv. She later in the conversation transferred me over to directv. She instructed me before transfer that the changes would be noted on next month’s bill. If not noted, call back and ask for customer service. I did exactly as instructed. Once off the phone, my sister instructed me on how to refer a friend to save $10 a month x 10 months. I called back within minutes to give information about refer a friend. Changes were made to the account. The $21.35 one time fee was charged to account and services were set up. Directv was supposed to come out on 10-18-10, but no supplies available in all surrounding areas. Re-scheduled visit for 10-23-10.
I called in to speak to brian #rf9 from dish after receiving bill as instructed. I was instructed by brian that it would be fine to send in revised bill payment. Sue #d7e, supervisor, wouldn’t approve statement from brian. Sue states that they were never notified of cancellation. It wasn’t their fault that my promise wasn’t fulfilled by at&t. Transferred to at&t to explain situation again. This occurred approximate 6 times. At&t blamed dish and vice versa. I only felt the after shock of the partnership gone badly. Mrs. Burney at at&t stated that I was supposed to call and cancel my services myself. If I was told that I had to cancel services, I would have carried out that task on 10/15/10. She also stated that “if I would have left account as representative had left it, I would not have been having this problem. So, I still didn’t save any money because now she can’t revise bill. Why would I want to pay for services not in use since 10-23-10? She instructed me to write letter if not satisfied with her decision at consumer. [protected]@att.com.

I have been a loyal and dedicated customer for over 10 years. I have complained about this problem to customer service, supervisors, friends and employees. Even my repeated requests have fallen on deaf ears. No action has been taken to date. I am still receiving bills with dish network billing. I am very disappointed in the way everything was handled.

Please remove these charges from my account that was billed for services not used. Thanks you in advance for your prompt attention to this matter.
Yours truly,

Jessica b. Jordan
3390 swan drive
Douglasville, ga 30134
[protected]

If you consider using att u-verse high speed internet service... Don't bother. This is by far my worse experience with the internet provider yet. At&t charged me $129 in non-refundable installation fee. After that neither my internet not digital phone was working. After more than 6 hours on phone over two days with technical support and second visit from technician the established internet connection. After 2 weeks from installation date I still do not have digital phone (Nor traditional line). Customer service is atrocious they will keep you on line for hours, promise to call back and not to call, not to mention that any time you call you speak with technician who has no clue about your previous conversations and you have to start all over again. If you value your time and peace of mind stay away from att.

I have been a good & loyal customer of AT&T for over 7 years - great paying history. In February of 2010I, in good faith, set up a payment program with AT&T since my APR skyrocketed from 8.9% to 29.9% due to "economic conditions". Then in October of 2010, I combined all of my accounts into a Debt Management Program, Money Management International (MMI). I then cancelled my program with AT&T and set it up with MMI as I wanted to have all of my debt combined. But AT&T declined to accept the proposal.

In doing research to understand why AT&T declined the proposal, I was informed that a new regulation was created (that I guess only AT&T were aware of) between the time I cancelled the AT&T program and set up the MMI program (Oct 2-Nov 17; 1st payment was received on 11/27/10 - oh they did take the payment though!) and now I can’t have this account be placed in any program.

Now, if I had known this information when I was cancelling my program with AT&T during my conversations with the customer service rep, I would not have done so. The customer service rep did not have any idea of this as well or if she did, the information was not forthcoming. It’s not that I was cancelling my account due to non-payment or late payments or bad payments; it was because I was setting it up with my combined MMI program. I WAS STILL paying on the account!

So, due to this issue, my account is being ramped up to the 29.99% APR. Why am I being punished for a miscommunication that customers were not privy to until after the fact? This makes no sense!

I can’t understand that if I am willing to pay, wanting to pay, and have paid, but due to miscommunication by AT&T and my wanting to combine my monthly payments, that AT&T will not work with me and place my account with the debt management program.

But its amazing that I am a "good" & "loyal" customers as long as they are taking my money, but when I need answers and want assistance - their hands are tied. Really! - no one at this company can help!

I have contacted the company verbally and have written letters trying to find out why they aren't willing to work with me, but receive the smae canned answered letters from "S. Larson" and "G. Stevens" Well I pray that they will never need any help!

Bought a prepaid AT&T phone, followed activation instructions in the phone's instructions, received a text message back that activation FAILED and I should call the toll free number go to att.com/mygophone to activate. I went to the website but that webpage has no activation forms or links. The only links relating to account management is login or register. So I tried to register, the registration form asks for the phone number. Phone number? Where do I get this phone number when the new phone isn't activated and there is no number yet? Another activation step FAILED. Next step I called AT&T toll free number, the machine answers and gives two options "If it's an existing account press this", "If you want to refill your prepaid phone press that". Where is the option for activation of a new phone? After pressing every number in desperation I ended up getting transfered to a live person, I thought finally I'll get this stupid phone activated. 30 minutes on the phone and AT&T could not activate the phone themselves. They got it activated in billing system and some other system but not in some third system that makes the damn thing work. I was told to wait an hour and it would work. Well 8 hours later and phone still doesn't work. AT&T your wireless network is ###ed, your website is ###ed, and your phone support is ###ed. After googling how to activate your prepaid phone I found a link where I could enter the phones id and activate it. Funny that I had to use a search engine to find that activation page instead of being directed to that page from the text message you told me to go to. After following instruction on activation page it says success and gave me login info and phone number. Tried logging on to my new account and it says sorry this account invalid contact customer service. Phone still doesn't work. All attempts to activate the GoPhone failed. You are the worst service provider in the world AT&T!