AT&T
Reviews and Complaints

We moved July 30, 2010 to our new address, we told AT&T first of july, 4 weeks a head of time of the move, on the day of the moved they would shut our phone service off, and connect the phone service at new address, no problem AT&T said. It took us two weeks to get service, we had no phone, no internet. we called everyday only get the runaround and excuses, some times we could understand what they were saying different language. WE WERE PROMISED A $50 gift card for our trouble, have'nt seen a gift card, we called customer service, run around time again, everybody telling something different. AT&T wants their money on time, hell with what we get. I am mad as hell.

Good day! In filing this complaint I would start with installation, AT&T sent me the equipment to install my U-verse internet service and on their instructions they left out a very important step in order for activation. I called AT&T in which they sent out two techs and attempted to place a $55.00 charge on me for what was not even the problem. I did not pay that charge but call them, meaning AT&T back with reference information and they in turn sent out another tech. After listing to that tech I then realize the problem and we got it corrected, at no charge because I made them aware of what they had done. If continuation of this AT&T explained to me after a conversation with customer service that my telephone bill and my internet service would be on the same bill now less the two credits of the first $55.00 dollar charge and an additional charge of $75.00 for a modem I returned back to them. Yesterday I received a now internet bill of $95.62 along with already had received, a telephone bill of $56.36 with charges of phone calls I did not make. After speaking with a gentleman there in the customer service I explained to him of these incorrect charges less the telephone charges in which he said I would be contacted by someone in the company. Hey, I don't trust this company but at this time do have the service so just to make you aware of what they are doing or trying to do is in direct correlation with this complaint and ask if indeed you have contact with the company to administer your services to force then to honor what was first explained to me In regards to my bill being combined, omitting this additional U-verse charge and receiving my credit for the modem I returned, and clearing up these phone charges that are not associated with my calling. In regards to everything listed beside the now phone charges all this was relayed to me when I started this service about two months ago. Date of this complaint: 09/19/2010

When I moved from my apartment in Mauldin, SC to my relative's house in Taylors, SC, I was assured that my DSL had been cut off at the old address and activated at the new. I was never once told (in a 30 minute conversation) that I could not use the original modem without re-registering it. Never once was I told that I had to re-register it, or that the modem had a "go mobile" feature that allowed you to plug it in somewhere else and be billed for it.

So, in short, I was paying the phone/internet bill at my relative's house every month while unknowingly racking up a bill on the apartment's account. I only received one bill, that was the one for July of 2008. After that, the only bills I received were for my relative's account.

All of my mail had been forwarded, and I checked for nearly three months to make sure I wasn't getting anything. I never received another bill for the apartment's line.

In March of 2009, I started having issues with my service. I called and the technician said I needed to re-register my modem. We did and everything was fine after that. Then the collection calls came. For months, I was getting calls from AT&T's Atlanta Billing Office saying I owed them over $200 for internet service. I called and tried to reason with them, but they wouldn't listen and said that they couldn't prove that my service was to be terminated and that I was paying on my relative's account.

One lady said that she could take $150 off to help ease the burden I had bestowed upon myself for not paying my internet. I told her that she was going to take all of it off because I had been paying the internet on my relative's account. One time, I called to get the matter settled with a manager and the girl I talked to was very rude and made me lose my temper.

I said a few explicative terms to her and she informed me that she wasn't giving the phone to her manager if I was going to talk like that. I have stress-induced seizures and I nearly had one that day. I was shaking so much that a fellow co-worker who used to be an ER Trauma Nurse was concerned.

After arguing for months on end and not getting anywhere, (even my relative called and tried to fix it, she is retired from BellSouth- AT&T owns it now) I stopped answering the phone. It went to a collection agency and I tried to sort it out with them, but they said I would have to deal with AT&T if I wanted the charges removed. I tried again to talk to AT&T, but no one would listen.

I spoke with a woman that seemed to understand the situation, but later I found out that not even she could help me. The rule with AT&T is, if you want to dispute a bill it must be done within 90 days of receiving the bill. Because I never received a bill, I couldn't call. I didn't know about it until the account had been delinquent for almost a year.

In the end, I got so tired and so frustrated with all of the harassment from AT&T, that I paid the bill using the last of my tax return. The entire time I was agreeing to pay it with the collection agency, I was sobbing. The man on the phone was really nice and he hated that I had to pay it. I told him everything that had happened and he believed me and said I shouldn't have to, but AT&T wouldn't listen to me.

I am still paying for the DSL on my relative's account, plus her phone bill. I was billed double for the months of August 2008-March 2009. I will never see that money again.

I was contacted about renewing my yellow pages ad and I specifically told the agent I did NOT want to renew. Instead, the agent apparently wrote that I couldn't be contacted and increased my rate from $63/mo to $270/mo. When I noticed the auto-billing and contacted AT&T, I was told that I was part of an auto-renew program and they had no record of my cancelling. I asked for a recording of the call since I HAD spoken with an agent and definitely relayed the cancellation. AT&T says they are going to reimburse me but they have not. They also are still forcing me to pay $840 for an ad wherein I followed their rules of cancellation and they did not apply it. At&T representatives state they have no explanation for not logging my cancellation request, no proof that what I'm saying is untrue, no record of my ever speaking to them, but that I am still liable financially for the ad. This has GOT to be illegal! If you've had similar problems, please contact me!

Hi, I'm using AT&T internet DLS line 3 Mbps speed since one month. But actually my internet speed is very low. When I checked on speedtest.net my internet speed show 1.7 mbps always. It is not even 2 mbps. When I called to AT&T customer care they verified everything on my internet line and they said that since my apartment is far away from the internet server I can not receive 3 mbps speed. Now, I'm paying for 3 mbps speed and I'm not able to receive even 2 mbps. This is ridiculous.

Since I got my business number from AT&T in March, I have had so many issues with AT&T that it's difficult to keep track of them all. I am at my breaking point. The worst part is that each person I talk with at AT&T seems to be more apathetic than the last.

My latest issue is with my high speed internet. I had high speed internet elite service and a home phone line. When I had my small business line installed, the installer said he had to "switch the pairs" with my home phone line. My home phone service stopped working properly. When I called AT&T, they denied responsibility and said they would charge me to send a technician out to check out the problem.

So, instead, I cancelled my home phone service. But, since I had my elite internet service on that line, I had to make arrangements with AT&T to move my internet to a internet direct account not billed on my phone service. Since past is prologue, I was very concerned about the move. AT&T assured me that my internet account would not change and that my internet service would not be down for more than 5 minutes.

Of course, on the scheduled date, my phone service stopped working as it was supposed to at 6am, but my internet was down all day. When I called AT&T, they told me that they should have told me that it could a couple of days. I was beside myself as I work from home and could not afford to be down for days.

The AT&T internet guy finally showed up and got my internet up. However, I noticed that my internet speed was slower. I called AT&T and they said nothing had changed. Then, this week, I got my first bill for the new internet account. The service had been downgraded from elite to pro. I called technical support at AT&T and they said my service had been downgraded and they transferred me to customer service to correct.

Customer service said elite service was no longer "available" to my home but that it should be. We're guessing that when the AT&T installer installed my small business line and "switched the pairs" that he changed something. In any case, AT&T told me someone would be out to check. That was on Sept 8. It is now Sept 15. I am calling AT&T today to find out what the delay is but my expectations are very low in getting resolution.

I cancelled my phone line and got efax.com instead for my fax machine. I am looking at porting my business number to another carrier. I am looking at alternate internet providers in the Dallas area so I can switch that too. By the way, my AT&T wireless service has been getting progressively worse over the past year. As soon as my husband's contract is up at the end of the year, we're both switching to Verizon.

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.

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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?