AT&T
Reviews and Complaints

An employee from the brookhaven at&t wireless store is selling at&t wireless items including cellphones, bluetooth earpieces, and other items on ebay. The ebay name is (Just_for_my_children). I feel that this is a conflict of interest because the employee is taking business away from the brookhaven store as well as a possible embezzelment. The ebay # on an iphone is [protected] that is being sold (Apple iphone 3g 8gb excellent condition! 3 mths old).

Wow.

After being a loyal 5 year customer of at&t wireless, I think it's time for my wife and I to take our business elsewhere.
Long story short:

Sept 5 2010: called to order a new palm phone to replace my blackberry that had just died. Spoke to a very polite, very hard to understand indian woman. Everything I said, I had to say twice, everything she said, she had to say three times. I eventually asked for another sales rep. 5 minutes on hold later, I get another indian woman. She was much clearer so I decided to stick with her.
Ordered my new phone, no problem. She asked for my delivery address, I gave it to her, she read it back to me twice, full address and apartment number. City, state and zipcode. Hung up feeling fine about the experience.

Sept 9 2010: stayed home all day to wait for fedex delivery of the phone. Website tracking number stated "out for delivery".. .3pm rolls around, no phone. I look at the tracking number again, site now states "delivery exception: incorrect address"... Great. I call fedex. After 15 minutes on hold, the woman tells me the address is correct but that there is no apartment number. She can't add "4d" to the delivery, I have to call at&t and request that they call in the correction.

35 minutes on the phone with at&t. Rep after rep, hold after hold. The first woman told me, it would be no problem for her to call in the fix. She asked me to wait on hold while she called fedex. I waited... And waited... And waited... Someone else gets on and tells me "the address change has been made, fedex says they will try to redeliver tomorrow, no problem"... I call fedex, "no change has been made, no call from at&t sorry". Already feeling like this is going badly, I call at&t again...

Next woman states, "i can take care of that for you, just let me do some research... I need to put you on hold".. .14 minutes later, she picks up and tells me "ok, I found it, here's your tracking #"... Getting sort of frustrated but trying to be nice, I said "i don't think you understand, i'm not looking for the tracking, i'm asking you to call fedex and add the apartment # that you forgot to add originally to the shipment"... "oh" she says... "please hold"... Click. I was hung up on.

This happens two more times (Getting hung up on/put on hold) before I finally get a very nice southern lady. She listens to my plight, apologizes for the problems and promises "before I hang up, we will get this fixed"... Great. "let me just put you on hold while I call fedex"... I started feeling very relieved. She seemed like she knew what she was doing and was pretty confident. 20 minutes on hold... Stomach aching from not eating breakfast yet... She finally gets back on the line "sir, you have to call fedex and make the change, we aren't allowed to do that"...

Now at this point, I feel like i'm on some sort of cruel reality show, waiting for the cameras to come out of hiding and for a host to tell me it's all a joke. I call fedex again, "no sir, at&t has to call and have the address corrected"...

I call at&t, we're now approaching hour 2 of this nightmare... After listening to their happy ### music for 10 minutes, a rep finally picks up... I demand to speak to a supervisor, he puts me on hold for another 15 minutes. "natalie" finally picks up. I explain the situation to her as well as my complete unhappiness at how i've been treated. I asked her "is it really this difficult to add two digits to an address?"...

Her answer?

"sir, someone should have told you... We actually aren't allowed to change any part of the shipment once it's out the door. What you need to do is wait 3-5 business days for fedex to send the package back to us, we have to check it in, then process a return and then send you out another one".

"and how long does that take in total?!" I ask...

"anywhere from 10-20 business days usually... " she says.

I explain again that i've been charged in full for this phone, the invoice for the phone has my complete address on it (Including apartment number) and that i'm now being punished because someone at att didn't create the shipping label correctly. I asked her if she thinks that's really an appropriate way to treat a 5 year customer...

"again sir, that's the policy".

Zero compassion for the 3 hours I just wasted, zero compassion for the fact that they screwed up, zero apology for the error... And now i'm told to sit on my hands and wait a few weeks to get the replacement phone that I use for work. I was so disgusted with the way she was talking to me that I wanted to smash the phone. I told her that when my contract is up in 3 months we'll be leaving at&t...

"whatever you want to do sir... Is there anything else I can "help" you with today... ?"

Unbelievable.

First, I have attempted recording some movies only to find that a completely different movie or program was recorded!

I contacted Showtime, for which I pay extra, and they I was told that they are having many complaints of this type and gave me specific days and times that the movie in question should appear on Uverse, but it didn't!

Secondly, the settings for HD do NOT work. I have a high end HD TV, but Uverse will not recognize my 1080p, etc., so I can only set it for a 4:3(?) ratio, but now I am having problems with the size of the GUIDE!

Also, Uverse has a LOUSY customer support system. It is impossible to contact UVERSE by Email and I just don't have time to deal with a bunch of ninnies that can't help, because they have no idea what I'm talking about!

I love Most of my Uverse, but am extremely frustrated with all of the glitches and the lack of real contact without having to deal with the their customer service on the phone and having to go through many a plethora of menus, just to get to the point that I'm told their office is closed!

In this day and age, not to have an Email contact on their website is obsurd and beyond comprehension!

I am deeply disappointed with the treatment I have received at At&T. As a new customer, I did the necessary research and came to the conclusion that this company was respectable, honest, and the best fit for my current situation. I was incredibly wrong.

My issue began when I signed up for a contract for DSL service. The special I was to have received was to pay 24.95$ for ANY package for the first year and 35.00$ thereafter as well as receive the wireless office gateway for free after a promotional rebate. I tried to use one of the representatives to sign up but they informed me this was a internet only promotion. Seeking the promotion, I went ahead and signed up online. My first bill came to 144.08$, something I was definitely not expecting. When I called customer service, I was simply told they would look into it and place a note on my account. After numerous calls and four months, nothing has been resolved.

I am sincerely dissatisfied with this company. I will discontinue my service as soon as the contract expires and will be sure to share my unpleasant experience with everyone I meet, including friends, relatives, and my social network.

Sincerely,
Nelly Lopez
[protected]@gmail.com
At&t customer id: [protected]

Stay away from at&a bundles!

I submitted my order on-line with which I was supposed to get $49.99 choice ultimate direct tv package with hd assess for life and $19.99 elite high speed internet for 12 months. I printed the confirmation for my order which stated that I will get $50 promotional card, free installation, and $100 back in rebate for wireless router.

Guess what? Next morning I received an e-mail form direct tv informing me that my bill will be $80.99 (Not $49.99).

So, I called at&t and they told me that it is not their problem. I called direct tv and they told me that I ordered a different package which does not come with promotion. I have the printed confirmation of my on-line order with the correct package, and the customer service would tell me that I placed an order for the wronge service! Total non-sense!

They would not change the package and want $400 termination fee in case I cancel the service!

Total shame on at&t direct tv!

People, please stay away from their services!

Total lie!

Received rewards card info in the mail and reedemed promptly. Several weeks later my reward card arrived with a sticker to call and activate. I threw the card in my wallet and thought "I will do this as soon as I have a chance". I called in a few weeks later to activate, and the card has already EXPIRED!?! The customer service person I spoke with told me that it had expired at the end of last month, not more than a week previous. I asked politely if she could reinstate the card, as I was not aware that there was such a short timetable for activation. She bluntly told me no.
As soon as my contract is up with AT&T I will be canceling service for good. They obviously do not care about customer loyalty or satisfaction.

Received rewards card info in the mail and reedemed promptly. Several weeks later my reward card arrived with a sticker to call and activate. I threw the card in my wallet and thought "i will do this as soon as i have a chance". I called in a few weeks later to activate, and the card has already expired!?! The customer service person i spoke with told me that it had expired at the end of last month, not more than a week previous. I asked politely if she could reinstate the card, as i was not aware that there was such a short timetable for activation. She bluntly told me no.
As soon as my contract is up with at&t i will be canceling service for good. They obviously do not care about customer loyalty or satisfaction.

They have taken money out of my account that I did not say they could after August 1st, They took money out cause a over draft and wil not pay which will damage my checking account.

They also lost a 600 dollar payment they took of my card.

They claimed they never took it and do not ask for large deposits of that amount.

I had Internet, Home and a Cell and paid a deposit for both phones.

Can someone help they are a big company that are ripping off small people and the poor.

Complaint activity report case # [protected] better business bureau

Consumer info: miller, donna business info: gregory j. Barro, plc
702 silver hill drive 400 travis street, suite 1004
Murfreesboro, tn 37129 shreveport, la 71101
[protected]-0746 [protected]

location involved: (Same as above)

Consumer's original complaint :
This at&t bill was turned into at&t fraud department, no one has ever got back with me. But I had encountered some scammers online/internet and I believe one of the men tapped into my phone and somehow made these charges. I didn't make these calls and I am not paying for calls I didn't make. Plus, the call number on the phone bill does not match the scammers number I was talked to online. I did not make the calls and had already filed an identity theft report with my local police department rutherford county [protected].

Plus, mr. Barro's office is sending mail to my place of employment and calling my place of employment.

Consumer's desired resolution:
I am seeking for at&t to clear me of charges calls I did not make. I had identity theft, stolen information, and etc.

Bbb processing

09/01/2010 web bbb case received by bbb

I disconnect my home service with A T & T due to awful service, non repair, etc. I felt that I did not owe them anything as I paid them. They still turned me over to collection for $73.00. Now, I am trying to buy a home, this is on my credit report. Ok, so I will have to pay it to get it removed. However, I asked the collection agency if they can delete it from my credit report, they said they could after payment is made. Great right, well, I asked for a letter confirming this, just a simple letter indicating that "if payment is made in full, it will be deleted from the credit report". They told me that they can not do that because A T &T will not allow it. So I called A T & T, and guess what, they said if I paid it they would send me a letter. I told them, send me a letter indicating that IF the account is paid in full it will be deleted from my credit report. They down right refused. I am so glad I got rid of them. You would think that with the way the housing market is, that businesses would work with a person to help bring up the market. Guess Not.

I made some overseas distance calls using a calling card. When I got my bill, AT&T turned out to be billing me for the calls all along, with no notification or warning whatsoever. When I called to complain they just said that since my calling card provider had apparantly "dropped out" they did me the "courtesy" of handling the call. I said that in that case I didn't want to make the call, and why was there no notification. The customer service rep was extremely rude about it as well. In the future I will never use AT&T since I really feel I was scammed and there was no attempt to help at all. I suggest that others do not use AT &T either.

AT&T has been sending us offers of bundling 3 of their services and we could choose from 4 services for $147 per month:
1)U-verse TV450 channels,
2) Internet DSL,
3) Voice (home phone),
4) Wireless phone.
We visited an AT&T sales office and chose the bundle of 1, 2 and 3.
Two days later we thought it over and wanted to change the bundle from ATT Voice to our current ATT wireless service. The agent in the same location told us that it was not possble to change the U-verse order . We wanted to cancel it and start over, but the agents said it was impossible to cancel. We tried to call several AT&T numbers, but after 6 pm we could not get through to any agent on he phone. After 7 pm we got through but were redirected to the Phillippines to a call center that referred us back to the ATT sales office (which was, of course, closed after 7 pm EST).
OK, we went back to the office the next day. This time it seemed to be possible to modify our order. We had to wait for 2 hours for our request for modification to be processed. They confirmed that the promotion would still appliy and the charges would remain un-changed from the original order. They started with having us sign a new wireless contract for 2 years. After two hours we got to the end of this, but we wanted to see the amounts on this modified orded in writing. At first, the agents were reluctant to give us anything saying that the original order is valid. We were firm in our request for the charges to be printed, and then, lo and behold, they could show them to us. Surprise! There was a $30 extra charge. When we asked why, they massaged some figures and gave us yet a newer sheet with figures. Ah, and on this new one, the $30 charge disappeared, but 200 TV channels were also taken off. This was our 7th hour of trying to take advantage of the AT&T promotion. We decided to cancel all orders and keep our Satellite TV, existing services. We are now looking for an alternative Telephone and DSL provider.

AT&T continues to defraud by making promises they do not keep and billing me for services I have not ordered. Time and again AT&T has promised changes in my U-verse and phone services that they do not do. The last two months they have charged me for services I did not order. The FCC seems to be complicit with them because they defer complaints to AT&T and do not follow up with the consumer. What a racket! Graft and corruption or total and complete incompetence? And no good options because there is no open competition and the other available company is just as bad. Who is looking out for the consumer?

When Buying a cell phone from at&t they offered a rebate of $50 and sent us a visa card. I tried to use it at a restaurant and it was declined. At&t adds 20% on to the bill for the tip. You can not use the card unless the bill and the 20% tip come to under $50. So it means when you use the card for under $50 at&t keeps the change. What a scam. These people blatantly lied about this. A rebate and a visa card are two completely different things. The point of doing this is so at&t does not have to give the total rebate. At&t should be ashamed of themselves for purposely concocting a scam. I also own a business and I would never dream of treating customers this way. I have seen many complaints regarding the promotional card on numerous other sites. Shame on you at&t. I think you should rename your company AL&S for A LIAR & SCAM. Anything to make a buck . right at&t. When my plan runs out I won't make the mistake of choosing the at&t scams again.

I GOT AT&T UNVERSE SERVICE ABOUT 2 MONTHS AGO. IT WAS ONE OF THE WORST MISTAKES I HAVE EVER MADE. THE SERVICE IS REALLY BAD. MY TV FREEZES UP EVERYDAY. MY PHONE SERVICE DON'T WORK HALF THE TIME. AT&T KEEP SENDING MEN OUT HERE TO MY HOUSE. BUT THE PROBLEM IS ONLY CORECTED FOR A SHORT TIME. MOST OF THE TIMES I CAN'T EVEN WATCH TV. THERE IS NO SOUND. FREEZING UP PICTURES, CANNOT TURN CHANNELS, AND ALOT MORE PROBLEMS. I WOULD NOT ADVICE ANYONE TO GET THIS SERVICE. AT&T ALSO PROMISE YOU MONEY TO GET THEIR SERVICE. BUT THAT IS ALSO A LIE. THEY GAVE ME A PREPAID VISA CARD WITH $20.00 DOLLARS ON IT. AND IT WAS DECLINE WENT I TRYED TO USE IT IN THE STORE. THET PROMISE ME $350.00 TO GET THE UNVERSE SERVICE. THAT WAS A LIE ALSO. IT IS WRONG FOR AT&T TO TRICK PEOPLE IN TO GETTING THERE SERVICE. I AM READY TO CANCEL MY AT&T UNVERSE SERVICE. IT IS NOT WORTH THE MONEY YOU HAVE TO PAY.

Please do yourself a favor and use a service that is not U Verse. Once they get you signed up they cannot figure you which way is up. They have spent over 6 hours of my time trying to trouble shoot all kinds of problems including double billing and they would rather argue with you than fix the problem. Just do yourself a favor and steer clear. They have way to much computer stuff and they can not work it and they never know who can answer your problem. Every time you call just know that you will spend at least an hour and you are going to talk to 3 or 4 people. If you decide to use the service you need to document all the people you talk to and what they say because they switch you around and then argue with you about that you are doing or what they said. Just save yourself the head ache and use someone else.

To Whomever:

Within the space of an hour, I have progressed from annoyed to irritated to really, really angry.

I am hoping that the people I spoke with have taken copious notes, as I am really, really tired of repeating myself.

Yes, it's been a "really, really" bad encounter with at&t.

I'll just start with today and get around to the reason I called in the first place.

After being told by a machine that you had unprecedented high call volume, I waited and waited (in these economic times, has it occurred to you to maybe hire additional people during these "unprecendented high call volume" times?), I was connected with a "Mr. Jenkins". In the middle of the call (and I was only in the "annoyed" phase and hadn't even approached the ire I am now experiencing), we were disconnected.

PEOPLE! YOU ARE THE PHONE COMPANY!

Not only did I have to give him my phone number (what self-respecting phone company doesn't have caller ID?), but we were disconnected! And he didn't use the information I had to give him (along with my name and the last four digits of my SS#) nor his less than stellar customer service training to follow through and call me back.

At that time, I progressed from "annoyed" to "irritated".

I redialed, waited and waited, answered the mechanical voice's questions, waited some more and some unintelligible woman answered my call. I politely asked her to speak into into the telephone as I couldn't hear her. From what I could understand, she told me that she was working with a headset and couldn't adjust the volume of her voice.

I did understand her telling me to "have a nice day" before she hung up.

PEOPLE! YOU ARE THE PHONE COMPANY!

In theory, communication is what you are about!

At this point, I was real close to "anger".

I redialed, spoke with the mechanical voice and waited and waited some more.

It's not like I had anything else to do other than hold for another inept "customer service representative" to deign to do their job.

I was connected to "Martha", who spoke very distinctly and was very nice and diffused my anger somewhat, but . . . .

This is where I am hoping that your "agents" took notes, because I have been calling about my phone bill for months and finally figured out that I was misled and have been cheated by you and I don't really want to go through the story one more time.

I was sold a lie. And have been cheated and lied to for about 4 months. I don't want to have anything to do with your company ever again.

I am giving myself a week to find another telephone company and internet service provider and then I will quit you.

You all should be so ashamed of the way you do business. And I have been a customer for about 40 years.

Maybe I should be the one to be ashamed for being so trusting.

Susan Merritt
[protected]
last 4 digits of my SS#6502
Yes, you have my permission to access my account!
DUH!

I have only had att uverse for two weeks and it truly has been a pain in my butt! When I initially signed up, I was given a quote with a great deal. I was told I was guaranteed that price for one year and that I would receive 30 day free trial. First of all, the day the tech came to install everything, which was phone, cable and internet, he was at my house for 7 hours. He had trouble setting up the cable and internet, he finally got on the phone with technical support only to find out that they completely messed up my order and he had to re-submit my order. I thought I would give him the benefit of the doubt and blame human error. Well, because he had to re-submit the order I had to call back on Monday (the tech came out on Friday) to set up the phone since he couldn't do it since the office that does that was closed. So, everything was fine over the weekend. I called to try to set up the phone. And I was given a run around. They could not get my phone started because the tech didn't leave the battery backup and the special phone plug(which was just a regular phone plug). The person on the phone told me she would mail it to me and should receive it by Thursday. I also made sure that I was guaranteed the price I was quoted, the person on the phone guaranteed it. When I finally received the battery backup and plug in the mail, I followed the instructions and called to get the phone number set up. At this time, I was told that the phone could not be set up until Friday after 8 pm (a full week after initial installation). Over the next two weeks, my tv and internet started to freeze up. I called initially, the tech told me to reset the boxes and found no errors so of course she couldn't help and thought she had. A couple days later, my husband calls them again in regards to the freezing tv. They send someone out, he changes the wall outlet and says he found the problem. Within an hour, the tv continues to freeze up. In addition to the freezing tv problem, I receive a phone call on a Saturday saying my bill was ready and that the first month would be higher than the rest because of the prorated first month. So, I go online look up the bill and find to my dismay that I was charged for the first month, even though I was guaranteed one month free trial. And my bill was not for what I was quoted, big shock!. I tried to call on Saturday, talk to a tech and he tries to connect me, puts me on hold and then comes back and tells me the billing office is already closed and to call back on Monday. What a nightmare so far and it's only been two weeks!

AT&T customer service is horrible - it's not even about the attitude towards customer, but the fact that they have NO IDEA what they are doing and there is no synergy between different departments.
We ordered 2 phones July 23rd, they got shipped on the 24th. Before the shipment got here, they called us at our billing address (we just moved to a different state so the shipping address was different) to confirm it wasn't a fraud. We cleared it with them, and thought all was well, but NO. On Tuesday, Fedex tracking website showed that they tried to deliver it once but couldn't, as no one was home. I expected them to leave me a notice so I could come pick the shipment up; however shortly after (an hour) they declared "shipment exception - undeliverable". I called, and they explained that AT&T themselves called to CANCEL THE SHIPMENT. Called AT&T and they said they would send us the phones back when they received them. We waited, and waited. 2 weeks later, I called AT&T (both Wireless & Premier), and they insisted that the phones weren't in the inventory and it had been shipped to us. I called Fedex, who nicely gave me a returning tracking number, and the phones had been returned to AT&T warehouse in Texas A WEEK AGO.
Called At&T again and gave them the tracking number so they could see it themselves, and they said the warehouse probably takes 10-14 days to process the shipment - sure, I'll wait. For a week, and still nothing. We then called to cancel our service, so that we can start a new account and get free phones (with rebate). But they wouldn't let us cancel, even though it's still within the 30 day limit for free cancellation. Reason? Because we didn't return the phones ourselves and had no invoice. WHAT THE ###? At this point I was sure AT&T was ###ed. So we asked for an upgrade, and they said something about a reverse upgrade wherein we can get new phones without having to pay anymore, and promised to call us back. A day passed, nothing. Had to call again, and again, and again, to finally get an order on new phones without having to pay.
I was stressed out, frustrated, and just plain pissed off. Altogether, my boyfriend and I (holders of the account) called At&T about 50 times (we called, then were put on hold for over an hour, couldn't stand it, call again; or got inane agents who transferred us, on hold for hours again, so we hung up and called back, and met other agents who also did not know anything, and had to call again hoping to speak to other agents or supervisor. Some of them even disconnected while putting us on hold. I know it's not their fault, but they were incapable and were not helpful nor trying to be (except some of them who were nice, but unfortunately also couldn't do anything). Everyone of them said a different thing, and transferred us from at&t business to at&t personal, and back (as we got our account through a discount from our company, a big corporate), then to at&t premier, and to premier general, to customer support, to order status, to...I DONT EVEN KNOW WHERE anymore. It has been a nightmare, and even though I really don't want to be at&t customer anymore, I have no choice - they will charge me cancellation fees. I just have to till the end of the 2 year contract, which terrifies me - who knows what else will happen?
So basically, this is the timeline:
- July 23rd: order online through Premier
- July 24th: order shipped
- July 26th: called from Fraud department; cleared the issue re: different addresses
- July 27th: Fedex declared shipment exception, undeliverable. Called Fedex: at&t cancelled shipment. Called at&t: they said they would send back the phones once they received them.
- August 4th: called at&t continuously from 8:30 am to 4pm (was put on hold for about half of that time). No one knew what was going on. Did not find phones in inventory. Showed them Fedex records; they said to wait.
- August 5th-August 12th: called At&T multiple times; got transferred from dept. to dept. Someone suggested upgrade reverse (no idea what that means) and promised to call back. Did not get a call back (she called back once to let us know she's still waiting, and would call us again - I guess it was a lie.) Called 3 times trying to find that agen (we got her name), but turns out there's NO WAY to contact an agent directly.
- August 10th: got refunded, not sure if it's the rebate or if it's the refund we got from the returned phones.
- August 13th: called at&t from 12pm-4pm. The last agent said the phones had NOT been returned! After explaining it to her twice, she was able to place a new order for our phones, which hopefully will arrive soon (don't know yet).
If we don't get our phones in a week's time, I'm seriously considering legal actions. It's no less than a fraud. I understand that they have to take measures against phone fraud, but if the fraud dept. already cleared it with us on Monday, how come they called Fedex on Tues to cancel our order? On top of that, none of the agents/supervisors were willing to resolve the problem, instead trying to push it to another dept. or convince us to pay more money to resolve it. At&T is completely unprofessional! I don't think it's the agents' fault completely (even though many of them were clearly incompetent and don't know what they're talking about), but the at&t system as a whole. Please, if you really want to get an iphone, find a way to do it without having to deal with at&t. At&T is a horrendous company - I can't believe they still have customers.
It has been a nightmare. Just typing it here makes me want to hit somebody. Please, heed my warning and avoid at&t AT ALL COST!