Anonymous
map-marker Seattle, Washington

They Call This Customer Service?

I just wanted to remove my son from my AT&T account and let him get on his wife's account. Four representatives and 27 minutes later, I can only hope it was done. For what it's worth, I am on a discounted corporate account that is probably ATT's largest. Am I going to tell our decision makers about ATT's incompetence? You bet! I am now seriously considering removing all my accounts from ATT to one of their competitors. I've been a loyal customer for over 20 years, but ATT's nonsense and ridiculous "customer service" needs to be addressed. Otherwise, they will lose their most valuable customers.
View full review
3 comments
christine a tynes

I have had to have the same fights with ATT!!! it seems as though every other month when I read the bill I have to call them and ask them what the heck?

Recently they had to credit me over $100 and then they did not acknowledge the credit on the next month's bill.

I am so leaving this company! :(

Guest

Its what you get going to ATT. I left them because they kept playing around with me when getting my service set up at my new house. A good customer for years, and I guess they got tired of a trusting customer.

Guest

So you're mad because it took four reps and thirty minutes to have your son's line could get transferred to his wife's account?

Boo hoo :cry

Please do take your business elsewhere, AT&T doesn't need entitled, idiotic customers like yourself.

View more comments (2)
Huma Uof
map-marker Nashville, Tennessee

AT&T Horrible Customer Service

I am writing to summarize my customer service experience with AT&T UVerse. Roughly 6 months ago, I purchased a cable TV and Internet package with AT&T. I was promised a package with more HD channels and faster Internet service than I previously had. I didn't need this package, but the sales pitch given to me by your sales representative made it seem like the sensible buy at the time. After installation, however, I began having problems with the Internet to include speeds up to 3 times slower than my previous Internet service provider and no HD channels with the package the sales representative sold to me. Once I realized these discrepancies, I called customer service with the sole intention of resolving my concerns. After countless phone calls with upper level customer service representative managers and their managers, too, and after spending multiple hours of my time on hold (not to mention the minutes racked up on my cell phone, which is also serviced by AT&T), I received no return phone calls in reference to my issues. My bill is almost always wrong, and so I call to adjust incorrect charges on top of all the calling I have done in order to fix the aforementioned (presently unresolved) problems. After doing business with AT&T for over 10 years, I am definitely switching to Charter Communications for television and Internet service, and I am seriously considering a complete switch to Verizon for cell phone service. It seems like AT&T could care less about their customers once we sign our lives over to them for the required term of the contract. I'm disgusted with your customer service practices and hope I never insult anyone half as badly as I feel I've been insulted by your company. Rest assured you can Google the body of this letter and find it on more than a few public customer review and complaint websites.
View full review
Loss:
$500
Anonymous
map-marker North Miami Beach, Florida

ATT Company Store on 12599 Biscayne Blvd North Miami FL 33181

ATT Company Store on 12599 Biscayne Blvd North Miami FL 33181
I was looking to upgrade my phone and interested in iPhone 5s. Walked into the store to inquire about their stock and I was repeatedly told that they do not know if they have it (which sounded more like we are not interested in telling you) This is an ATT company store and one would have guessed that they are working to please the customer, not other way around. Btw, the third time asked the same question, the sales rep named Marcus claimed that I insulted him and threatened to call the police on me:) I am not even sure what I have done to offend them so much but as long as they think it is more appropriate to threaten to call the police rather than answer a single question, they have a long way to go with their service
View full review
Loss:
$10
Anonymous
map-marker Kokomo, Indiana

I could not understand the woman from Technical service.

I am having trouble with my DSL speed, so after going through all of their automated prompts when I called I finally got a live person to talk to, only to find I was constantly having to say "HUH" , because it seems she was foriegn and I just could not understand her.... What in the world is going on ? I was already frustrated before I called , then jump through lots of hoops to get to a live person , then could not understand. I tried to make a complaint on the AT&T website and it seems that is also impossible.
View full review
2 comments
Guest

I only call AT&T customer service during normal business hours. In doing so, sometimes I get an American.

If not, I ask to speak to someone else that I can understand, after dealing with a supervisor that can't speak english, they will usually transfer you to the states. But if you call after hours, they will refuse to transfer you anywhere.

John N Mzy

Best to look around and see if another company can fulfill your needs. Any company that hires people who cannot effectively communicate in the English language does not deserve our business.

View more comments (1)
Anonymous
map-marker Saginaw, Michigan

We don't get a bill extention because they don't considered us a valued customer because we have only been a customer since last August

I feel very unappreciated from at&t we have uverse the land line and internet...in addition to celluar service....we paid half of our uverse bill thinking they can give us a 2 week extention for the remaining they flat out and said no because we havent been a customer long enough....long enough....they been taking our money for the last 7 months....I work in customer care and we were taught to take care of the customer,and I told her if my service gets cut off I was going to another company, her reply was okay....in these trying time I never seen a company that wouldnt want to keep their customer weather they were new customers or not.
View full review
2 comments
Guest

Since you can't pay your bill whAt kind of customer are you? I wouldn't want you either

Guest

Regardless of whether you're a customer for 7 months or 7 years a bill due date is a due date.

View more comments (1)
Anonymous
map-marker Fort Wayne, Indiana

Lied to

I feel like I have been tricked into renewing my contract I have previously been happy with my AT&T service, until I lost my job and had my phone shut off, when I went in the the Fort Wayne store on Coliseum Blv to either resolve my issues or close my contract, I inquired and bugged and asked again, if I renew my contract by paying my $78 past due bill what other charges would I have, would it be more costly than the 70 to cancel plus the 78 past due, "No" he says just the 37 fee of getting your new phone and the next coming bill. So after an hour of sitting in the store and being reassures I was taking the right actions to fit myself best I went ahead and got my I phone 4 that I'm happy with however I then some days afterwards got a new letter saying I was $80 past due?!? Before my new bill even cycled but wait, I had inquired about such problems arising or else I would have canceled my service and went to a pay by month no contract somewhere else, ok but it was too late the deal was done and I had been lied to by a "customer service representative" So I called cust. service, talked to a gentleman by the name of Manny and he took care of me, well I felt great about my service again, but wait not over with the *** I get my new bill on my phone and start to review it says my next bill due is $189 what the ***! So I review everything being charged I've got a renewal fee something I had been reassured in the store would not happen and remember I'm being lied to so I don't close my account because I am clear that my initial intention was to do so unless I could be satisfied with a new contract that wouldn't fee my check out of my wallet. Ok I continue to review the bill there is also a $5 late fee, small amount to some, an extra five bucks not mentioned to be added and taxed in my next bill, alright not quite the end now there is a $9 charge for the data I used before the new bill cycled on top of my $30 data plan, understandable to a point because I was without data previously however I have been lied to I have been hustled that too was NEVER mentioned, and while each one of these may seem trivial to another they each would have made a big impact on my wireless decision, my phone is my personal connection, to work, to family, for my health, my bills, My special line to Me so it is all very important. Alright I continue I am reviewing my bill and decide to sleep on it since it is late in the evening whilst I review, I wake up the next morning and I'm still furious, I call AT&T cust. service again and I would of like to talk to Manny again I however couldn't find the scrap of paper with his extension and when I let Kristen know I prefer to talk to him she didn't even respond or suggest a last name, so I had to get ready for work soon and didn't have the time to *** about another thing, so I go on I let her know how I felt upon going over my new bill and she told me she would do what she could, which was waive my $40 renewal fee which was good and put my total closer to what I expected, but when I inquired about my employee discount I mentioned how it too has been a hassle, she could only say it may take a couple months to go through, ok i understand. However it will now take an extra month no doubt with the way things have been going for me, I gave my check to the representative in the store he scanned and put it in the system, ok, then I get a txt aprx a week later saying there was a problem so I called the number ended up printing out at work and faxing it, another approximate week later I get another txt saying it still needs verified so once again I call and resolved to take a picture on my phone with the necessary info showing, I take two seperate pictures email both, I get on my work computer enlarge my pay stub, reprint and fax once more, yay it finally has been approved but now my current bill is cycled and it did so before the approval so once again I get another unpleasantry by having to wait even longer before its applied. Now in the wide world of good and bad customer service is my account so important yet not important at all that I have to be lied to and put in a position where I can either pay yet more money or forgo my account that I've had for five years? I've been on this persons contact and that persons contract, made it my own contract finally which makes my bill higher than being on someone else's, but I kept it thinking its priceless to be a long standing customer despite ups and downs I've stuck through been a loyal customer and this is what I get instead of smooth sailing I've got to be lied to and *** over so I have to take time out of several days to "fix" my issues with one good rep and one *** one. I'm no longer going to tell my friends and family how worth it it is to have an AT&T contract or that the service is exceptional like I used to when being asked why I don't just have a pay as you go phone for a fraction of the price I pay to receive all the same usage and more, I will now say be careful you may be lied to you may be tricked and you may come upon someone who is only willing to fix what she "can" even though we all know damn well someone could have made me feel great about my service again. That is all and now that I've finally got it all out on the table I will resend this to every AT&T authority if you will that I can find a number or email for in hopes of being made to feel like its not a hopeless company that it appears to have become and maybe even be happy to be a long standing customer with AT&T once again. With high hopes this survey is effective, yours truly Sirena Rodriguez xxx-715-****
View full review
Loss:
$200
3 comments
Guest

AT&T is full of *** I called to cancel my contract and they guy talked me into getting the iPhone 5 saying I would pay $118 for two lines because I have been with AT&T for a Lin time.. When I got the iPhone 5 it renewed my contract ad I was ok with t because my bill was going to be $118 little did I know he lied to get me to renew my contract and my bill is now $200 and they said he lied and there's nothing I can do because he messed up.. Ad now I don't know how to get out of it..

Natasha Syw

Hello Sirena,

First let me apologize for any billing confusion you have experienced to this point. I also apologize if you were not provided full billing expectations at the point of sale.

From you narrative, it would appear that your concerns have been addressed on previous interactions. I will advise that the employee discount is an agreement between AT&T and you employer as a benefit to the employee. Once all information is collected and verified, there is a one to two billing cycle interval until the discount appears on the invoice. Apologies for any delays in this process.

If you have further questions, please send your contact information, account information and all relevant details to ATTCustomerCare@***.com along with your Facebook name in the subject line.

I am here 8:00am to 5:00pm CST Monday through Friday & until 4pm today. Sam L: Social Media Manager

Guest

I had the same problem with trying to get my employee discount and i think they do it on purpose because it took almost three months for it to show up on my bill, and when I was in the store I asked if it would apply to the entire bill and they said yes! It was the only reason I resigned my contract with ATT......well they LIED!

My discount was only for part of the bill! It doesn't take the discount off of messaging, data, or any extras!

ATT is nothing but crooks! Drop them when you can!

View more comments (2)
Anonymous
map-marker Coral Springs, Florida

Went to Haiti called AT&T was told since I was only making a couple of calls it was not necessary to buy a package no data can be used in Haiti Google does not work and my bill went up $200

Back on January 7th receiveda text message from AT&T that I used 92% of my data for billing period ending 1/14/14. My bill came up to $200 higher. When I contacted Att only to be told that the 2 days I was away I used more than $200 if data even though in Haiti Google and Facebook do not work I demanded an adjustment to my bill. I did not know you get charge for data while using roaming he did not have an explanation. 3 months ago I shipped a Phone to my daughter all if a sudden I am getting charge for AT&T navigation I realize they automatically charge you even though it was not even an app on her phone. Checking my bill I realize they were charging it anyway and you had to call to cancel. Thieves thieves read your bill carefully and pay attention
View full review
1 comment
Guest

at&t navigation is an app you have to agree to the charges when it launches. so you should blame your daughter not at&t about that one.

and just because facebook & google didn't work does not mean you weren't using up data of some type.

i'd look into a better plan because $200 is a huge amount of $$$ for data.

*** I had a 10gb plan and went over by 3 gb and cost only another $45. so someone on your line/plan was obviously using the phone/tablet for a lot more than you were let to know about.

Anonymous
map-marker Portland, Connecticut

Rude manager, was told I was a liar!!!

I have had a year from *** with AT&T. I moved and transfer service from my old appartment to new appartment I had to get direct tv for cable which is horrible and expensive due to not having tv service contract in my town. I keep the Internet serives and has had several issues. 1st my service was cancel two month after be moving here bc people moved in next store. Three month later my modem don't work and instead them having a technician come out the send me a modem and charge me all loud of charges that I couldn't pay and they wouldn't *** until they receive the modem I never asked for. My service got cut off. Now today I received my bill yesterday and got my services shut of today so I paid what I had to pay to restore my Internet. Now I have no Internet bc there a problem with the line I guess the broadband that they sent a technician on Thursday to fix. What pissed me of is the technician said she will correct the restore fee bc my Internet can me restore and if u wanted to get correct the two day I wounldnt have Internet she would have to transfer me to someone else. She didn't and hung up on me. I called back and explain it all over after was on the phone for over a hour with the pervious lady This gentleman tell me he cannt correct anything and no department well. I ask to speak to a manager. The manager stills me that I never talk to anyone today and there no proof of my call like within that hours. So I got pissed that he called me a LIAR.. How dear he. Now that technician schedule a tech to come to my home and there no way I called what it was schedule throw air. I am pissed and so unhappy with the service and want to get any info to speaking with corporate higher up. I am not a liar and its not my fault they have technician not documenting in the system and offering correct and being nice and not able to grant it.. I will be calling in the am to cancel my serives am sure another company will treat there customs better..
View full review
Loss:
$30
Wesleigh Npj
map-marker San Diego, California

Can rarely reach a person horrible customer service

AT&T is the worst company I have ever dealt with. I have used them in the past for Internet, home phone,and cell phone. I canceled my Internet because after three weeks of my Internet being down, a tech coming out, And being promised every day that it would be fixed, They still could not tell me what the problem was or when it would be fixed. Though I was promised calls back I did not receive a single return phone call until the day I canceled. When you do reach customer service they are usually in another country. Now my elderly grandparents home phone line, Which is their only phone line, Is down. After two days of trying I still have not been able to reach a live person. If you call the sales department they answer right away but of course they can't help you nor can they transfer you to anyone who can. I've never dealt with the company more concerned with profits and less concerned with their actual customers. AT&T has the worst customer service I have ever dealt with from any company.
View full review
1 comment
Guest

AT&T Sucks BIG time!! :cry

Anonymous
map-marker Columbus, Georgia

Att cancelled contract

Due to an oversight I forgot to pay my bill and ATT cancelled my contract. When I found out I paid the past due amount immediately. ATT told me I would have my service restored. That never happened. I have contacted them on 3 separate occasions trying to resolve this. Each time I was on the phone for well over an hour. Twice after being on the phone for over an hour they disconnected me. Now they want me to pay a cancellation fee of $320.00 that they imposed on me. I do not have a past due balance, and I did not cancel my contract.I have been a customer since 2009. This is no way to treat a loyal customer. Because of this my credit score has dropped dramatically and I am unable to refinance my house. I am very upset.
View full review
Loss:
$320
3 comments
Guest

Cancelled account on Feb 19 and over charged mt bill I was a loyal customer

Please verify my cancelation

Guest

I'd be upset too if my credit score dropped and I was charged 320 dollars for an early termination fee because I decided I didn't want to pay a few months for a service I'm on a CONTRACT for.

Guest

Wow, I can't believe they would treat a customer whose been with them for FIVE years! That's 1825 ENTIRE days!

That means you've made 60 monthly payments! My, my, you're special.

AT&T is so dumb. I'd love to have a customer who pays their bills late.

View more comments (2)
Nelle Ohu
map-marker Los Angeles, California

AT&T customer service is awful!

I have been dealing with AT&T for few days now. I called for new Uverse service and got an appointment and tech came, he was a trainee and was not able to install, he was here from 10a to 6:00p and was not able to do anything, he took the equipment and said that someone would return the next day. I waited until 11a the next day then I called customer service, just to find out that I had another schedule appoint for another week. When the customer service agent (james) advised, I told him that this was not acceptable, he immediately wanted to transfer me to the cancellation department, that was my option offered by AT&T, customer service, they dont know what this is. I then called the technician department and after asking to speaking to a manager, they said that he would call in 1 hour, this is my second day of waiting for that call, again, customer service does not exist at AT&T, they need to be retrained to take care of their existing and future business or they will loose out at one time or another, people are getting fed up with this awful service.... All they know to do is excuse themselves but no one can solve the problem, why do they even have managers......Im tired of dealing with them and will look for another servicer....
View full review
Yareli Ill
map-marker Columbia, South Carolina

AT&T is bad

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I've been with AT&T for 6 years now, it all started when I got sick and tired of paying BellSouth $30 for dial up access through AOL, When I move to a new house I accidentally dropped my desktop computers CPU and broken beyond repair. I already thought about high speed internet before but my old computer couldn't handle it, So when I got my new one I did decide to look into it, AT&T seem like the best price for the best speed, So that's when I signed up and the nightmare begins a little bit, First they tell me I would qualify for free quipment and installation $150.00 value. I got charged $50 for the installation and $100 for the equipment, and something else the representative told me over the phone that there would be NO deposit, but there was. I had to run go to an AT&T store and pay a deposit in person. After calling and complaining I got the installation charged waived. but I couldn't get my money back for the equipment because I didn't qualify that. They took my hundred dollar deposit and told me after 12 months I would get 10 dollars of it back each month as a credit on my bill and it would happen automatically, well safe to say I don't have them anymore and they stole my hundred dollar deposit, but I'll get to that later on After going through all that sign up nightmare everything was fine for two years I lived in that house. The second house and moved into my service transfer went a little easy. they cut my internet off two days before I told them I wanted to cut off and transferred to the new house. Other than that it was okay, I guess it still got transferred. When I successfully moved into my second house that's when the real nightmare begin, the house and moved in with so old the wiring in it wouldn't support any internet service, I found that out when my DSL box kept giving me an unable to connect message. AT&T said they had an appointment that Friday to come hook up my internet service, I didn't have to work that day and I spent the entire day at home, no one came out to my house. but they say that my service was hooked up and working, I rescheduled another appointment for that Wednesday, a service technician came out to my house. looked around a little bit and said that he had an emergency down the road and will be back in 15 minutes. Well apparently my entire houses phone line had to be rewired to support any service from AT&T, and apparently he was just too lazy to do it. 2 hours after he left I called AT&T, they said that he successfully hooked up the service and the appointment was over. I told them that there is an emergency down the road and he left and never came back. They told me that there was no emergency, after getting another service appointment later on that day someone did stop by, it took about 45 minutes to get my service up and running, the new technician told me that the other technician musta been too lazy to do anything, all he had to do was install the phone box and run some new line which only took 45 minutes. When he left my service was working. Two weeks later my service started going out 5 times a day for 10 to 15 minutes at a time, and when it was working it was about as fast as dial up and I had upgraded to the six megabite plan. After restarting on my computers, equipment, my phone and the router itself, the problem still persists, I called AT&T they said that they were working on some lines, and said everything should be back to normal by tomorrow or the day after tomorrow. The problem still persisted even after 7 full days. Calling AT&T again and setting up another service appointment someone showed up worked for about 15 minutes and my service was work again perfectly. Now its the day before Christmas eve and I have a lot friends and family coming over to my house to celebrate Christmas with me even though I live by myself. I used my internet to Skype and look up some recipes about 7:30 a.m. that morning. I went out to buy the Christmas dinner at my local grocery store, and came back to Skype with some more friends and family but found out my internet wasn't working at all. I started cooking dinner and waited about 2 hours after 11 A.M when it stopped working. When it still continue to not work I called AT&T and they told me that my service has been cancelled. I was confused, I never called and asked for it to be turned off. Then that's when they tell me some woman by the name of the "Tasha" called and cancelled my account, I asked a AT&T woman if it could be restored, she said "yes" but not until next year, I asked why she told me, I would have to upgrade to the new U verse service which was in my neighborhood now. Because they're not signing up anymore basic DSL members only U verse members now, I asked why would I have to wait, the woman told me that someone would have to install the service by installing new lines and I would have to wait for the equipment, I told her no I don't want it and then I hung up on her. AT&T have been harassing me ever since I moved into that house about getting uverse service, none of the other neighborhoods I've ever lived in had it and today (5/6/2013) they still don't have it, I've heard plenty of reviews that the new uverse service sucks. AT&T deliberately cut my basic service off and force me to sign up with U verse, And on top of it they demanded a credit card which I don't have one only a debit card they refused to take that, I refused the new service and got a new company. Now I've been with Time Warner Cable's Road Runner service for quite some time. They even let me sign up the day before Christmas Eve. All I has to do was run down to the store pick up the box myself and hook it up and start surfing, and even gave me a $50 Amazon gift card from switching from AT&T, now that's a real company. I'm paying $20 less and getting a speed three times faster, and the equipment is free too. AT&T is just a selfish and greedy company, there so badly corrupted, lying, cheating, and stealing from their customers. I just don't see how they stay afloat today. Today I still get charges saying I signed up for U verse and even had equipment showed up at my door, but I never opened it. AT&T keeps sending me bills for $400 for U Verse charges, installation, equipment, and two months worth of service, they attempted to put that on my credit but I had that stopped immediately, but to this the day they still say I owe them $400 and will make me pay that if I attempt to get any service even cell phone service in my name from them. Yep everyone says AT&T is a total nightmare and I completely believe it.
View full review
Loss:
$250
Anonymous
map-marker San Antonio, Texas

No help at the ATT Wireless Store

My year and a half old Samsung Galaxy SII was stuck on the ATT logo screen (during boot up) - went to the ATT Store for help, two of them. All they wanted to do was sell me a new phone!!! "Sorry, we don't have technical support on the premises". I asked if they knew how this problem probably happened - "The phone is old and gets defective, needs to be replaced". These guys are clueless!!! What a waste of time and gas! I don't want to buy a new phone. I don't want to upgrade my plan to a more expensive one. All I wanted was support for my broken phone. I fixed my phone on my own after numerous Google searches - did an emergency firmware upgrade and initialization through Samsung Kies program.
View full review
Garrette Ptx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Broomfield, Colorado

Got charged over $200 for a cancelled DSL internet service

I moved from a rented house (in Campbell CA) to own house (in San Jose, CA) in the month of January 2013. I cancelled the ATT DSL internet service (over the phone) right after the move. My bills were deducted from my checking account automatically earlier. A few months later I realized that I was still getting charged for the ATT service that I had disconnected. After several phone conversation with ATT customer support, they finally cancelled my service. The manager agreed to refund the previous charges but said that receivables can only do it using a check (no direct credit to my credit card). He also admitted that there have been instances where a cancelled service continued to get charged because of some system issue. A couple of months later I still got bills from ATT and instead of refunding the money they now had transferred the case to a collection agency. This whole episode can now actually ding my credit and that infuriates me. As per a recent conversation with customer support some of these notes and customer support has declined to help me any further. I am keen to find out if others experienced something similar. I am considering taking a legal action against ATT now.
View full review
Loss:
$350
2 comments
John N Mzy

You're kidding. It took you "a few months" to realize someone was still charging you?

Guest
reply icon Replying to comment of John N Mzy

I am super busy with work and have to travel. The payment is done as an auto pay so it is not unlikely to miss it in one statement.

Such an incident had never happened before so I didn't pay specific attention to this. Learnt the lesson hard way!

View more comments (1)
Anonymous
map-marker Chicago, Illinois

No install.....bad modem......5 service call and no resolution

We ordered A T and T Uverse internet service. We opted for self install. Each installer who worked on the outside of the house told us that the work was done. It was never completed. This included an installer that pulled up in front of the house and sat for 25 minutes before driving away. He did nothing. Now we are waiting for the senior technician that is telling us that there is a charge for him to come in the door even if is there faulty equipment. Terrible service. The people on the phone did not have a clue.
View full review
Loss:
$200
1 comment
Guest

In your description it says bad modem. That's an inside issue and you say you opted for the self install i.e.

they don't go inside. From how this complaint is worded I would gather the techs went to the box outside verified it was good to the demarcation point and left since the company is letting you do the inside work.

Your shooting yourself in the foot by making an issue out of this now they will start billing your service calls to come out because.

  • 1
  • ...
  • 332
  • 333
  • 334
  • 335
  • 336
  • ...
  • 483