AT&T
Reviews and Complaints

I opened an account with att approximately 5 years ago, and have traded in phones on 3 lines several times. It is att policy that there can be no open or unpaid bills prior to starting new services or trading devices. On September 30th, my son attempted to transfer his phone to his own account and was told there was a past due amount on and old account of mine. I called att 611 to inquire. I was on the phone for 5 hours and transferred 9 times. I have stated numerous times that I I never received a bill from them and the account was closed 14 years ago. I have requested an itemized bill with dates and description of charges, and a written explanation of why these alleged charges did not show up 5 years ago when I started services, as they are both in my name. I was placed on a permanent hold for over an hour and have not received an email or letter. Today, I went to the att store and was instructed to call collections which I did in the store. Again, I was unable to obtain an itemized bill or description of charges and was told to pay that amount. I requested to speak to the manager. I was placed on hold for over an hour. while on hold, I messaged the media manager and explained everything several times also requesting an itemized bill, date of services, and an explanation of why it has taken 14 years to “bill” me for these unknown services. To date I have received nothing. I do not feel that is fair billing practices and I refuse to pay for a random bill that they claim I owe them after 14 years. 1) if there was a past due bill I would not have been able to start services or trade my phones in over the last 5 years. 2) I have over 9 hours on the phone with att and they have attempted to beat me into submission by multiple transfers, hours on the phone, exceedingly long hold times that would have continued if I had not hung up. Thank you

I want to AT&T store and I open a new account what they saying you have 14 days of trial if you didn’t like it, your money guarantee back even in the website they mentioned that after the nine days I wasn’t like that service because it’s really bad Sheraton equipment and they charge me 350 and I charmed the agreement and they didn’t accept it and then send it to the collection so now I have to be the collection and they credit my main account better quick so I don’t recommend anybody to open an account with the AT&T because it’s really bad

I would like to file s formal complaint against ATT Mobility. I used AT&T for two years, they had a promotional upgrade that included free phones with trade ins of your old phones. I used their chat service to purchase the new phones. As soon as I received the three new phones, I mailed in our old phones to ATT. For month ATT had my old phones but missed placed them which caused my reimbursement to kick in months after my upgrade. Few months into using the new phones my services started to get poorer and I called numerous times and was put on hold numerous times and was told a ticket was submit and my service issue would be resolved. After weeks dealing with bad cell service, a customer service rep finally told me that because of the area I lived in my service would always be bad. ATT couldn't give me the service I needed so I cancelled my service. ATT then sent me a bill for over $2000.00 and I called to get an explanation and was told even though I purchased free phones I still had to commit to a two year service and if I cancelled I would be responsible to pay the phones in full. They said it was in the service agreement I signed. Tole them I did it all over chat and there was no agreement I signed and asked them to send me a copy but never did. Told them if I would mail the phones back but they would need to give me my old ones I traded in and was told they couldn't. Months later they have put me into collections with two different collection agencies who I have not received a call or letter from and both agencies are reporting it to the credit bureau so it is on there twice.

I canceled my small business ATT internet service, account #[protected], 4 times starting in December 2021. The representative tells me each time it is closed, but actually do not cancel it. We received another bill this week. We canceled it again today. The process is very lengthy, taking several hours each time. Their Customer Service is unacceptable.

Concerning “are you still there” app protocol:

My mother is 85 years old and cannot work the remote, she watches tv from 9 in the morning until 10 at night. I am forever having to come to the rescue and turn it back on due to the “are you still there” feature. This feature being useful to some, is very aggravating in my circumstance. All i ask is that directv give me the ability to turn this feature off. Even I get bothered by it at times on my own equipment when busy doing something but am listening more than watching but eventually have to turn it all back on because of the “are you still there”.

Again, all I ask is that I have the ability to turn this feature off. Thank you.

Sent this to my real estate agent. Wanted to share the runaround and screwing I got. This should not happen. Those that use the Internet to make life easier have done a disservice to all by making things more difficult than need be. Shame on AT&T and whoever made up the SCDMV site.

Re: Bad news all yesterday

9-21-22

Hey Hope,

I have to let you know what happened yesterday. I had to cancel my TV satellite contract that I had for 28 years due to the cost and the various bills for the new house. Being on a fixed compensation from the VA I had to cut back for the time being not knowing what I can afford. I spent 45 minutes explaining my life away because they didn't want to lose me. Next I called AT&T to change the address to the new house. I started at 8:20 a.m. and 2 long hours later at 10:20 a.m. they finally finished. Oh yeah! After 35 minutes of making out the paperwork I was hung up on but the girl called me back when I attempted to call them.

Then I attempted to change my cell phone address to the new house and fought with one program after another online for over an hour plus and couldn't do it. I called the lousy service waiting to speak to a person after listening to various recordings getting nowhere and called back a few more times until I got a nitwit who didn't know what the heck he was doing nor did he speak English worth a darn. I stated several times that all I wanted to do was change the address. He kept putting me on hold and coming back until I said I wanted to cancel the phone after over a half an hour of misery.

He said he would have to transfer me so, I ended up with another recording telling me I had an 8-minute wait. Considering that I had a 4 minute to 8 minute wait time 2 days ago that was 15 minutes and counting until I hung up and had to go into town to get the water bill, etc. activated I still haven't been able to cancel the lousy service.

The reason I told you about the stressful and nasty rotten events of the day is, I had a splitting headache so; I went to take a nap to sleep it off. A few minutes after I laid down I got a call from AT&T from a woman telling me that I couldn't keep my old phone number and that my turn off and turn on time had to be changed. She gave me the new number 803 643 but told me it wouldn't be turned on at the new house until Oct 3rd. To put the proverbial icing on the cake of a rotten day and rotten experience, she said that they didn't have Internet service at the house so, it will be disconnected I guess after I close on the 27th of Sept.. After 28 years with the same crappy service I'm ticked to say the least. I have to ask if you can check to see who services the area.

Lastly, Raelynn called me after I made a few attempts to respond to a call she made to me a couple of days ago. I couldn't leave a message so, I called the office to get in touch. We had a conversation about the previous call and the fact that I couldn't leave a message and she said that changing my address with the DMV would be easier so; I thought I'd give that a try after we spoke. I went on the change of address site and tried to fill out a simple 3-line questionnaire but when I put in my social security number it refused to let me go to the next page. I tried several times checking to see if I typed it in right and saw that I did so, I checked to see if I made a memory mistake after have this same number for 60 years and saw I was right. Still haven't got that resolved either. Having said that I just tried to cancel my AT&T cell phone several times on line with different sites and here’s what the site responded to me, “ Didn’t find services for your request.” These people are holding me hostage by not allowing me to cancel so, buyer beware. This sure as heck shouldn't be this difficult to say the least.

I have my att email since 2008.

I been having issues with my email for the past four months, every two weeks I have to call the customer service. Last time I called I waited for over an hour. iT It took me two weeks to speak with someone that was able to help me. Today, again, I tried to logging into me email, and got a message, my password is incorrect, Tried to reset it, it did not work. This is very time consuming and exhausting having to call the customer service again. WHY CAN THIS ISSUE BE RESOLVED! what is the issue?

On March 18, 2022 my husband and I took advantage of ATT’s promo advertising a free Samsung S22 ($800.00 value) if you traded in your old phone and if it was accepted. Both of our phones were accepted.

My ATT bill reflected my husband’s installment fee as a minus ($22.23) off of the total which is correct. My portion WAS NOT marked as a minus and was reflective of a charge for 22.23 for my new phone. I discovered there was an error made by the att store clerk who entered my phone’s number incorrectly. ATT gave me a $400.00 Courtesy Credit for this error. However, I continue to be charged a $22.23 installment fee for my phone. Plus the total cost for each phone is $800.00. I was reimbursed for just $400.00 (my phone).

As it stands now, my new phone certainly WAS NOT a FREE!

08/12/2022 10:34an (39 min.)

I called AT&T to upgrade my iPhone 12 Pro Max to the iPhone 14 Pro Max. I talked with AT&T account representative to make the upgrade. It required paying a difference of approximately $230 plus taxes of $80.70. I paid both fees through text message with a link attached and verified the payments with the Account representative. I received an email confirmation of transaction order of 14 iPhone Pro Max and was told it would be two weeks before receiving the new phone. I was also told to take my trade-in phone to Joplin instead of doing it through the mail by the representative. 09/13/2022 (1 hr. & 4 min.)

I found AT&T taken $550 out of my bank account when I checked my bank account at work (on break) - it was not the agreed-upon transaction amount of $ 230 $ some odd dollars which showed online and verified by the account representative on 08/12/22.

I immediately called and spoke with an account representative about the problem and she said she had to send it higher - she was not able to do it at her level and was referred to an account supervisor: David.

Census I have called numerous times to include up to 9/19/22 and have not got resolution to this problem. I have over $370.50 in overdraft fees because the first representative charged my bank account twice as much as what was agreed-upon.

A few weeks ago I changed my phone service from Verizon to AT&T. The purpose was to get ne phones and to lower my bill. I was told that my trade ins would get me an IPHONE 13 with a $21 monthly discount discount, a Galaxy 22 with a $23 monthly discount and a Galaxy A13 with a $5 monthly discount. All went well except I got a message from AT&T that they could not honor the discount on the IPHONE 13. They did not give me a reason. Instead they sent me a $400 gift car which they said was the value of the phone. I called AT&T and they agreed to make good by giving me an additional $300 credit. The problem is I budgeted for a monthly payment of $178. Now my bill is closer to $200 per month. I cannot use the gift card for $400 and the credit of $300 to pay off enough of the IPHONE so that my bill would be reduced to the promised $178. The only way to pay on the IPHONE 3 is to pay off the whole thing in which case I would end up losing the $300 credit. This looks to me like a bait and switch tactic. I am totally unsatisfied with the deal though it looks like will have to pay the higher Monthly payment.

In May of 2021 we transfered our Cell phones from Sprint/T-Mobile at the Lincoln Nebraska Sams Club Store. We were told that they had equal service in Lincoln and surronding areas because they had taken over the 911 Calling Network in Nebraska. Once we changed over the AT&T service was worse than Sprint and we had to use WIFI calling to even be able to make calls at our Home and Office. This was a 30 Month contract and after 15 months we had $1,150 left to pay off on our 3 phones. These phones were paid off on August 26th. I have been trying to get an unlock code for over a week on the internet and have not been able to get it released. I have made 4 calls and spent over 3 hours trying to get this resolved. AT&T should not be selling and promoting phones at the Lincoln Sams club as having equal service to T-Mobil or Verizon because I have had both services and they have good service in my area. In addition AT&T has made it very difficult to switch over to a different carrier that has good service.

Please read letter sent to CEO of AT&T:

September 9, 2022

Mia Hamelin

AT&T Account # [protected]

320 E. Stocker St.

Suite 303

Glendale, California 91207

John Stankey, CEO AT&T

AT&T

208 S. Akard St.

Dallas, Texas 75202

Dear Mr. Stankey:

I am writing this to provide you with information regarding my experience with your company, which has been one of the most exasperating experiences of my life. You need to be made aware of the gross inefficiencies and complete absence of customer service. If you are at all concerned about the plight of your customers in trying to get issues resolved, you will pay attention to this and take action, although my presuppositions are that you will not do so.

For expediency I will bullet point my encounters with your team:

• 6/8/2022: Locked out of my email. In order to reset my PW, I had to contact “Customer Service”, which took about 2 hours to get a temporary pass code in order to complete the function.

• 7/7/2022: Locked out of email. Again, it took a couple of hours to get a temporary passcode.

YOU CAN SEE WHERE THIS IS GOING

• 8/5/2022: Ditto. Locked out. This was a major issue, as this time the “tech support” had me going into settings that I have never heard of, like “Incognito Window” and requiring me to do many functions which had nothing to do with a resolution. Another 2+ hours of my time.

• 8/20/2022: I was completely exasperated and astonished at the lack of skill that continues to be prevalent in your team. I am not interested in hearing the script that they are given about “bad actors trying to get into my account”; I wanted the problem resolved, once and for all. Another 2+ hours.

• 9/8/2022: This was the straw that broke the camel’s back. Locked out of my account and absolutely no possible way to reset my PW. However, this time I was informed by numerous agents that as of September 1, 2022, the tech support were not allowed to provide a temporary pass code over the phone, and that it would have to be sent to me through the mail which would take 7-10 days. This means that my email would be inaccessible during that time, which you know, is ludicrous. An oxymoron, snail mail delivering a code for speed mail. If it weren’t so exasperating, it might be comical. I ask you, is that the best that you can do? How humiliating for you. I contacted several AT&T support phone numbers, including your corporate offices, speaking to Chris, who opened a case, #673484, and stated that there would be an investigation. I contacted my personal tech support, with whom I have a subscription, and they were not able to assist, as this was an AT&T problem. I continued to try other contact numbers, and finally I reached a person in West Virginia, as your Philippine call center is completely useless, and after demanding a supervisor, and much frustration, Cora was able to give me a temporary code over the phone so that I could reset my password. I started this process at ten in the morning, and nonstop I was working on this issue until about six in the evening when I finally received the pass code. Do the math, eight hours. I ask you, WHY did I have to go through such a grueling process when in the end I was able to receive a temporary code?

I have eliminated many details that would make the most patient person absolutely crazy, and I can assure you that this lack of service and disregard and apathy from your company is completely unprofessional, disrespectful, unreasonable, and unacceptable.

At the end of my conversation with Cora, I requested a financial compensation for the time, energy, and extreme level of frustration that I had to endure, and she offered me a $10 credit, which I found extremely insulting. The many hours that I have spent on this issue, approximately 16 hours, is far more valuable than ten dollars.

I have contacted media stations, and will file consumer complaints with them with requests for an investigation. In addition, I will file a complaint with the Federal Communications Commission and other pertinent agencies.

I have absolutely no confidence that these issues will not occur again. I need to be provided with assistance so that this will not continue every couple of weeks, and if it does, how to remedy it immediately, not after 8 hours of speaking with representatives who are not able to provide a solution. I implore you to contact me regarding this matter. I have been a customer with your company for 47 years, since I moved to California in 1975, and I expect to be respected for my loyalty, and treated professionally and efficiently.

Sincerely,

Mia Hamelin

We switched over our cellphones to AT&T in April of 2022. When we are in our home we only have 1 bar on our phone.When we are in our place on weekends we get no service. We were told there would not be a problem. Well this is a big problem. Every 2 weeks my email goes down and i have to call them and reset the password. They told me as September fist they have to send you a reset code via mail,which takes 5 to 7 days. I lost out on 2 jobs my test results with my blood work,The update on my brother in law who is in hospice. Things can change every hour. Not to mention My medical bills can only be paid online. I have the password saved so it automatically directs me to the site. Evey time they do an update my tv goes out. I have to reset all 5 tvs. I also have cameras that wont come in on our phones we had to pay out 300.00 so far to have the IT guy come and reset them. Thank you Susan Majewski

Have called since Jan. about email problem. Past 3 months have called every 2 weeks and assured by at & t managers - problem has been resolved. This weekend, locked out of email AGAIN! Now being told have to wait for them to send a verification code via USPS! Are you kidding me? Now told that at & t is not in charge of that department. To get this far with gaining information, it's taken 3 months, 10 hours on the phone - mostly on hold, countless employees telling me how sorry they are for my inconvenience. Obviously training manuals have not been read by employees that answer the complaint calls! Been told numerous times I would receive a call back to resolve - still waiting over a month now. Obviously the almighty dollar is more important than a customer of over 40 years! Feel like no one is listening, so I hope everyone is reading instead! Left with no choice but to go to social media with these issues!

I moved to Texas. This area has AT&T Internet Fiber. I signed up for the 500MB plan, enough to stream and internet. Speed at my computer was 200MB. No booster offered unless you wanted to pay an additional $10 per month. I also added DirectTV Streaming. Most channels are low definition channels (720P). I purchased the Premium package. It offers Showtime and Epic. Comcast offers 5 Showtime channels and five Epic channels with their package. AT&T offers two Showtime channels and three Epic channels. When I signed in June, we were offered a $200 Visa gift card for signing up for the internet and a $200 Visa gift card for signing up with Direct TV. We received a $100 give card because we ordered the package at the local AT&T store. AT&T people would lie to you about these rebates. I had one that told me to go to the AT&T store and we can hold a three way phone call with the manager of the store. When I dial the number he gave me, I was on hold over two hours. On another call, I was told that she would transfer me to a person that deals with Direct TV rebates and she would stay on the line with me until they answered. I was transferred. She hung up and I was put back in the same queue and on hold for two hours. No resolution. AT&T people will lie to you. They also said the rebates did not exist, except that my brother-in-law ordered the same service two weeks earlier and got $400 in give cards. Another lie. There is also no email or phone number to talk to any management in Customer Service and the customer service people will not transfer you to anyone. More lies.

During the week prior to July 22, 2022, I called AT&T to request a faster internet service if available in our area. The AT&T representative stated that I had Internet 6 and could upgrade to Internet 10 for no additional cost ($38.60 / month). The new modem would be delivered July 22, 2022, and it was (confirmation number 693973476A). New modem installed and worked well. I received a Customer Service Summary notification in the mail from AT&T which stated my bill would change from $38.60 per month to $58.00 per month. I called AT&T on 8/1/22 and talked to Darlene in the Loyalty Dept. She assured me that the Customer Service Summary I received was incorrect and my bill would not change. She gave me the Loyalty Dept. phone number and said to call if the bill was not corrected. On 8/17/22 my auto pay to AT&T was charged $71.00 for Internet 10 vs $38.60 as promised. I called the Loyalty Dept. number and talked to Seree who stated that the other 2 representatives had not told me the truth and the Internet 10 is $71.00 per month. I asked to go back to Internet 6. Seree said that if I did, Internet 6 would also be $71.00 per month because I had dropped the previous plan and could not go back. I feel AT&T needs to stand behind the price of $38.60 for Internet 10 that their representatives promised. Had I known the new price I would not have changed. I was given false information that caused me to make a decision that now can't be reversed. I feel I was lied to.

Att owes me for a credit $116.66. My account number is [protected]. I disconnected att services in mid cycle in mid july 2022. I returned all att equipment to ups store on august 2nd 2022. I am 71years old on fixed income and need this money. I have made phone calls and participated in on line chat and have been given conflicting information on a straightforward issue-wait one billing cycle (august 21,2022) no wait at least two billing cycles. I just hope that if I do not recoup my monies at least you may begin to see a pattern related to att business practices. My problems with att began in march 2022 and has cost me a couple thousand dollars before I had enough and switched to xfinity. I was an att customer for 10 years and I trusted that my loyalty was worth something

At&t is the worse provider in my area. If you live in a rural area please stay away from the internet part at least. For 2 years I've been fighting an issue with service going in and out and it been hell. They will not fix my issue and still charge me like it's working fine. Well let me tell you it goes out at least 30 times and hour intermittent. And all they tell me is we will send a tech out and it will be fixed and it never gets fixed. Had a call rep hang up on me and every tech that comes out says they can't do anything about it. Their wire going to phone box to phone box is laying on top of the ground for about 2 years now and they refuse to fix the issue. Also the Manger from this area which is Willaim J Kirk has known about this for sometime now and has just brushed it off. Even the service techs say he has. So what are you going to do about it At&t? You going to fix your mistakes or just screw people like you always do?

A few years ago, I was looking to buy cell phones for my children. AT&T advertised a BOGO cell phone promotion. The phone deal was good, but I knew I could get similar monthly service plan for less. Also, I specifically explained that I did not want to be locked into a contact. I sales rep ensured me that I would not be locked into a contract and could pay the phones completely off whenever. I thought that was perfect. I bought the phones November 2019 and figured, I could return with my tax money a few months later and pay off the phones. I tried doing just that. This time I'm being informed that if I paid for the phones, there will be no BOGO deal. There had been no miscommunication. The sales representative purposely falsely advertised the product for the sale. I complained to customer service, but no one would do anything. I was stuck in two-year term agreement that wasn't called a contract. The associate and advertising methods were very misleading. It was exhausting trying to make payments for the services I needed. I continued to be hit with a $40 late charge monthly for service to be on only two weeks. I was behind and had a hard time catching up. I was paying $240 monthly for two lines, but since the bills were not being paid on time, service was often on only weeks. At the end of my two-year period, I could not wait for this financial nightmare to end. Finally, the phones were paid off and I can go with a more affordable company. I made a request to switch carries, yet I keep getting bills. At one point, after the phones were paid off the bill had doubled, and I had to figure out how to pay it off. After I inquired on the reason the phones are still on and not being shut off like I requested, I was told it takes more than just the verbal request. A form had been emailed and should have been returned. I was feed up at this point. AT&T was picking my pockets dry with unethical policy practices and I didn't have another penny to invest. I was ready to take my phones to another carrier and be in debt with the remaining balance for the cell phone service with AT&T. The situation had been escalated to higher support at the beginning and end of my installment agreement. I was reassured through a member with the higher support team that I would not have any problems going with another carrier because the phones are paid off. The phones could not be legally carrier locked if the phones are paid off. I finally had some short-felt relief. I attempted to change carriers unsuccessfully. When I called back no one would help me or escalate the complaint. I owe for the phone service and not the phones. I believe that keeping my phones carrier locked as collateral damage is unlawful. Even if AT&T has a policy stating that your bill needs to be paid off before transferring to other carriers, I believe that there is some type of protection from this as a consumer. A year after paying off the phones, I am still unable to use them with a carrier of choice.

For the past eight months I have been constantly having to call and reset my password to access my account. Now AT&T will only send you a rest code via US mail stating that it will come in about three days. In the past they sent me this code thru US mail and it took four weeks. After calling numerous hours on the phone they still have not resolved their issue. This a great inconvenience due to that a lot of bills are sent by email. My email is ([protected]@sbcglobal.net) I can be reached by phone at [protected])

Thank You,

Ronald Jakubowski