Anonymous
map-marker New York, New York

I’m mad

I paid my bill and now its saying I owe 98 dollars and I paid my late charge it took it out of my account and I got an email saying it was processed
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Anonymous
map-marker Binghamton, New York

No response from AT & T

Landline not working after 40 years, number 607-397-****. No information on how to get it reconnected, etc. Very annoying and time consuming issue.
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Anonymous

Customer service

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constant billing errors.Foreign speaking operators attempting to speak english.As an American company they are outsourcing these customer service jobs to other countrys.There are plenty of Americans out of work who should have these jobs.Their partnership with Direct TV is a failure. No discount there either.Too bad nobody at ATT will read this.
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Pros:
  • Speed
Cons:
  • Customer service agent hanging up on me
Howard M Tcu

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Verified Reviewer

Disconnected service

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I have three phone lines one for my self one for my young son and one for my gf I recently lost my job due to the Covid pandemic and was told by AT&;;;;;;;;;;T to disregard any suspension notifications due to my circumstances and no we wake up to a suspended service and not hotspots or anything I was the only one able to work and now my illness is worse. If you cant help I understand Thank you Howard eric Morris. 850 905 ****
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Preferred solution: Let the company propose a solution

User's recommendation: Awaiting any info from at&t

Richard K Kyk
map-marker Houston, Texas

Repeated misinformation, failed to adhere to TX law, failure to adhere to their own contracts, lies, devious manipulation, waste of 15 hours

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This complaint alleges unauthorized installation of a telephone service followed by billing and dunning for fees for services that were cancelled 4 times, egregious misleading by 12 agents per telephone, failure to obeys laws of Texas involving cancellation of a fraudulent transaction under false pretenses, failing to honor their own contracts, violation of accepted business practices, and the unnecessary and predatory waste of about15 hours of professional time. I had three telephone numbers with ATT that were easy to remember previously, and I was considering adding TV and internet services eventually. On or about 2/7/20 I called to explore options. In a conversation with a representative, with a name close to Avaland on 2/9/20 late in the day, when I explained I wanted 2 landlines with numbers easy to remember (I am a physician, and I did want my home numbers to be easy to remember for students in teaching, from institutional people calling me at home, etc). After asking my name, address, and telephone number he told me, and I wrote these down, that the following numbers were available (all 713 area code). He spent a long time (about an hour) on his phone consulting with 2 others to get permission and set things up. He said he got approval, then asked me to choose, but told me to respond quickly the next day. When I asked his number, he said he would call me back tomorrow without fail. Those numbers he was offering were (all 713 code) 790-****, 790-****, 790-****, 790-****, 793-****, 794-****, 794-****, 793-****, 790-****, 799-****, When he did not call back, I again called ATT to give my order, this rep could not be found. After 3 additional calls, I finally reached a supervisor, who after 28 min gave me another number to call the next day. When I called that number, it was the sameafter an obligatory waiting time of up to 55 min again spoke to a supervisor who said she would look into it and get back to me to take my final order with a menu of numbers available. She did not call back. On the next call, the receptionist consulted with her supervisor who said they were not installing landlines any more, just phone numbers with bundles (absolute nonsense since they have an entire unit devoted to this). After two more similar suggestions, I finally reached a person who came back with numbers and I ordered 713 790 **** (order # N872689) and 713-791-**** (#N872690). This was confirmed by the rep after speaking with another superior. I hold an unlimited power of attorney executed before a notary, to conduct any and all business related to these accounts by my partner at the same address and contact information. On 3/10/20 installer Robert Joseph arrived to install both numbers and an ATT jack in a new location. He installed 791-**** but then returned and said he could not install 790-**** because the order was a) defective when written up, or never hit the system, or the linesman made an error. He called twice to his supervisors who said they needed to secure another number. After waiting 10 min, Mr. Joseph gave me his card and said he would be back to run the jack later after a new number was supplied by his company. I did not hear about it again. On 3/15/20 I called as a follow up. None of the respondents at ATT could find the problem and get a new number, 2 were unable to identify the installation numbers, even after I gave them accurately. After a sequence of nearly 7 more calls at an average wait tine of 55 min, on 3-17-20 a rep said that since she could not find the 713 79*-888 order details with that installation number, but even without such identification, she would purge the records from the system, meaning that any hope of finalizing the installation was eliminated. She didsubsequently this was confirmed by two other reps. In the next telephone call, I was given the number 713/790-**** with a confirmation order N880115. No installation date was ever supplied. On 3/19/20, another definite order was taken for 713/790-**** with an installation number. Either in the evening or following morning I was called to tell me that no telephone numbers with exchanges 790 -through 799 - were being issued at all. (a blatant lie). Soon thereafter, I called for an account number and was told none could be issued over the phoneit would come by mail. It never did. In a subsequent effort to secure a number in place of 713/790-****, I was told that these were not available to me because I was out of the district, and wiring was difficult. When I said that one number with the exchange 791- was just installed, and installation numbers for two others with 790- were approved and assigned by the office that coordinates installation, the rep answered I dont know anything about that. When I asked for a supervisor, she hung up. All told, in a grand total of 12+ calls 15 hours, two more installation numbers, I was given an answer that was different from all others, contrary to the facts, and untrue by just as many reps, including 5 supervisors. This included 4 hang-ups when the rep or supervisor realized no reply was believable or made sense. The more interesting ones were (i) I imagined all these events (including the installation number and date of installation by the installer. Oh, and I imagined his business card too), (ii) the order was entered incorrectly, (iii) all the reps before misled me because they did not know the procedures, (iv) the linesman responsible fore supplying the connection to the box failed to do his job, (v) the assignment office did not know how to arrange the installation correctly, (vi) the order number was incorrect (now difficult to show since it was deleted by a rep who said it was complicating things), (viii) both original installation numbers and telephone numbers were confirmed twice beforehand by reps who called me to remind me about the installation date and fees). A side show is illustrative of the disorganization, disrespect, and illegal activities at ATT. On 3/10/20 in one of my calls to ATT (to 800-288-****), when I explained what happened, the rep said I need to be transferred to landline services, 855-250-****). When I again explained the problem, that rep said I needed to speak to the business telephone service at 855-350-****. A rep came on the line and again looked up numbers available. She said only 713-218-**** waa available and I should move fast before it disappears. After 2-3 sentences of sales pitch she said give me the order right now. I said no, and loudly replied if I want to give you the order I will call you back. These were my exact final words. Much to my surprise, in 10 days or so I was called by an installer, who said he was outside at the box about to install 713-218-****. I said I did not agree to this installation, and this order should be cancelled. He said oh, Im glad you told me. I thought since it was so emphatic and acknowledged by that installer, that was the end of it. But just a few days later, I received a bill for $229.33. I then called and a rep told me he understood and would cancel the bill and the installation. I mentioned that in Texas, a contract could be reversed without penalty under these circumstances. He agreed. However, on about 4/1/20 I decided to check up on the cancellation, and it still had not been done. Five more sheets of bills ensued, followed by two dunning and threatening letters, the last just 2 days ago. All after 4 attempts to get this cancelled on an order I never agreed to in the first place that was illegally foisted upon me I was still unsuccessful. There is an epilogue to the unending sequence of this maze of unending misleading white and more serious lies. While attempting to cancel the above number, I mentioned that on the original installation the promised new jack was never completed. ATT then scheduled another technician who came to do this on 3-22-2020. His name was Raphael Latson, who gave me his business card. He did install the jack but it did not work, although he insisted it did with the single line. Heres the ruba separate charge was made for that visit, even though it was supposed to be included in the prior visit of 3/10/20. and really had no utility to me at that point. The relief sought is the following 1.Cancellation of all bills on 713 218 ****, and refund of all monies already paid on this account. 2.Either Reimbursement for 15 hours professional time (I will supply a contract setting forth my current reimbursement rate) OR Installation of 2 of the numbers listed above (all 713---790-****, 790-****, 790-****, 790-****, 793-****, 794-****, 794-****, 793-****) *without charge, into the jack already installed, to be billed at the ongoing rate without the front load or technician visit (already paid for previously), and 3.Any just and proper punishment established by an external objective entity.
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User's recommendation: Do not get involved with ATT at all

Durell D

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Verified Reviewer

Can’t discontinue service

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I have called multiple times to cancel service. I have written letters. Finally, I have moved all my lines to a different carrier. Im still getting charged by ATT for a line that is now controlled by T-Mobile. Convinced ATT is working cancellations to control cash flow. Horrible.
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Loss:
$200
Pros:
  • Wish i could find something nice to say
Cons:
  • Lied to by agents who said they would cancel
  • Cannot cancel
  • Line not working

Preferred solution: Three months retroactive cancellation of all lines and services.

User's recommendation: Terrible customer service and possible underhanded business practices. Stay away.

Joanie G

Service increased $34 for AT&T TV NOW

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I received an email that my service would increase $9.99 to $69.99 a month. The problem is I am currently paying $35 a month. $35 plus $10 equals $45. I have been unable to contact anyone to cancel my service. Cant get any help on the phone, and I was unable to get a live chat.
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Cons:
  • Thieves
  • Terrible customer service

Preferred solution: Cancel service

User's recommendation: Considering what the country is going through it’s outrageous that AT&T is increasing their service to $69.99. I think we all should find a reasonable package from another company.

Erin M Rqr

ATT completely messed up my order 3 X in a week

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AT&;;;;;;;;;;;;;;;;;;;T sold me this great package of a bundle. Then they sent me the Internet which I thought was the box for the Internet and cable however the box for the Internet came not the cable it was supposed to be a self install. Then I go to open the box to find out I cant do this by myself I need help so I called tech-support they could not figure out what was wet and what was this but I certainly have all the email confirmations and they took a $250 deposit from my account 2/4/2021 it is now the 12th I still have no cable they just installed my Internet and my phone but theyre saying that I had no cable while I pulled it up on my email and showed the technician theyre saying that Im gonna have to wait some more to get my own TV and theyre charging me by the way and they took that deposit I am so outraged this was the most disgusting experience after all Ive been through Im a survivor of domestic violence I left my home voluntarily so that I could get safe and start up again and run my business and rebuild my life safely and here I have this kind of garbage? They told me they would be no problems they gave me this promotion in that promotion well now Im expecting not only a full refund of that $249 but I want two months free service and I want it installed today and if they cant figure it out theres going to be more problems for them I am not backing down Ive gone through enough I have suffered from a nine year abusive marriage and I just got safe and now Im dealing with this garbage no not OK I won hundred percent do not recommend ATT for anything they will give you the runaround for days waste your time your precious time.
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Loss:
$400
Pros:
  • Quite disappointing
Cons:
  • At & t bundle price negotiation is tedious and frustrating
  • Failure of services promised

Preferred solution: I not only want the $250 that they took from my account on February 4, 2021 I want at least two months free service and I want my installation completed today this is been going on for a week unforgivable almost

Atomic C

BUYER BEWARE!!!!!

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Do not sign up with this company. It is a scam corporation that pulls you into a contract to make an extra 2 months of payments for no contract accounts. BUYER BEWARE. Service is poor and cancellation ends up with extra payments to close out account
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Loss:
$142
Cons:
  • Padding bills and going back on their offers promised
  • Garbage accounts

Preferred solution: Full refund

User's recommendation: Go with a company that has no hidden fees

Marian K Gis
map-marker Boise, Idaho

Pay bill

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It took six calls to finally get to customer service. Your customer service sucks!!!! You google the phone number and I called three numbers before I get the right one. I have tried to use "My AT&T" on line and it will not take my password. Frustrating! Stop "improving" things. Go back to a real person in my area or region. If i have a problem I want a person that can help me. The wording has changed on the computer messages. Very confusing. I am very unhappy spending an hour on the phone just to rectify two problems.!!!! I have had a computer for thirty years. Not all of us need a cadi when a ford will do! We are not software engineers ... we are everyday people.
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Preferred solution: Improve customer service. Make the computer message less complicated. Make your computer accept ".net" !

User's recommendation: Get your coffee and a snack. It will take a while!

Anonymous
map-marker Dagsboro, Delaware

Billing

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1. Originally signed up for auto payment. Hasnt happened in a year. 2. Continually have to change my password. Problem is AT&T never responds to my request for change. 3. I spend as much as 20 hours a month just to pay my bill. 4. I keep getting directed to the call center in the Philippines. Cant understand them 75 percent of the time. They say theyll call back to make sure my problem is corrected. They never call. I think AT&T has some serious management problems that wont be solved at the pace their on. I would never recommend AT&T to anyone
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User's recommendation: Don’t get involved with AT&T

Jan P Feq

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Verified Reviewer
| map-marker Ronkonkoma, New York

Terrible

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Hello, i am not currently a customer anymore because of the horrendous service and incompetent of most of the employees that I spoke to. I was on the phone in the first 2 days of moving my service to you from Verizon for 10 hrs in 2 days.

That is unexceptionable. After that I had phones for 2 days and returned on oct 9 to you with your return label. From then till December I was being told they did not have e phones still showed on my account a charge of 4000 dollars. And to my surprise I get a call from a collection company .

So now youve had phones for 2 months but because again the. Incompetence my credit was being ruined. Finally after a lost count of the hours I spent in the phone being passed around I got an employee that actually did their job. But today January.

28 I get a phone call again from Sebastian Creedence collection agency saying I owe you 193 dollars because I kept my numbers which were mine and only spent 2 horrific days with your service. I owe you nothing. I was with att for 20 yrs but about 10 years ago I went through a similar situation so I left. I thought I would try again but I never will or recommend att to anyone.

This money that says I owe needs to be taken care of ASAP. You have ruined my credit already and I dont need it any worse.

Sincerely. Jan pisano

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User's recommendation: Horrible would never use

Anonymous
map-marker Atlanta, Georgia

Unable to get service repaired.

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I have been without DSL for 4 days now. Trying to get them to send a technician to check the lines is a lesson in futility. I have had 2 false appointments so far with no one doing anything. Their Customer Service lines do nothing but run you around in automated circles. I will be trying to get this resolved but will be going with Starlink as soon as it is available in my area. Starlink says mid to late this year.
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User's recommendation: Avoid AT&T like the plague.

DJ H

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Verified Reviewer

Trade in on Upgrade

I traded in a phone for a rebate on an Upgrade in Dec 2020. In March 2021 I had not received the rebate of $700 I was due. When I contacted AT&;;;;;;;T I was sent to the 2nd Sales Dept informed that they could not track delivery of the old phone even with a tracking number so I will not be receiving the rebate. I have been a customer since 1991 and they are offering me $190.
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Loss:
$700
Cons:
  • Do not honor their programs

Preferred solution: Full refund

ms a

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Verified Reviewer

Fees charged during a Crisis

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ATT would not waive the late fees due to COVID-19. I was advised that late fees were being waived due to COVID and a close friend who works for the company told me to keep calling because some people are not doing it.

I called four times and finally someone waived them. First, I chatted with a rep and she said she would waive them, she only did one. She told me that she would reach out to another department and wait a few days. I called in because I was not given a reference number and a late fee was waived.

I spoke with two people in the resolutions team and Monica did not want to transfer me to a supervisor. I asked over 4 times. Jason came on the line and said they could not be waived anymore; which I know is a lie (see above). The third time I reached and was sent to the mobile department and he could not do it.

The fourth time, Maria waived the remainder of the fees for me. This is ridiculous, that is why I left the company for $40.

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Cons:
  • Customer service or billing
  • Problem has not been solved and i have talked to numerous people
  • Transfer

Preferred solution: Apology

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