AT&T
Reviews and Complaints

Cell phone service getting worse. Texting and phone calls do not go through. Text & phone messages sometimes show up a day or two after they were originally sent. Problem area is around Lowell/Spain neighborhood of Albuqueruqe, NM (zip code 87111). Georgia O'Keefe Elementary school gets no service at all. Speculating there is a "shadow" from the transmitter or new construction/connections may be impacting services but not know how that is resolved.

Mr. Randall L. Stephenson who is the CEO of AT&T could care less about the customers. He should have been fired ages ago and the Feds should thoroughly investigate this company for massive fraud against the millions of consumers.

I had issues with DirectTV and could never get a customer service representative. They have their customer service based in the Philippines.

They said they would come to our house from 8 am to 11 am and NO ONE showed up. They then routed me to so many different people, I finally gave up.

The DirectTV box is just sitting at my father's house and he's unable to use it. He's 89. I will be filling a $2 billion lawsuit against AT&T.

Several weeks ago my wife passed away and I called AT&T to discontinue her cell phone service. I told the person on the phone that I wanted to discontinue the phone and at the same time purchase an apple watch. He said that I could go into the AT&T store in Heath, Ohio and take care of there would be no activation fees. We were eligible for an upgrade.
At the store the sales person stated that there would be an activation fee because it was the store and company policy.
I was an AT&T customer for many years and updated many phones without fees.
Beware because they will tell you one thing to get you in the store and do something completely different.

I called att mobile on July 18, 2019 to upgrade my phone. I was told that I qualified for a buy one get one free promotion. I was told that my husbands number could be transferred to the free phone. Before the conversation was over, the lady told me the free phone would have a new number so my husband said he would change his number. I was told that my average bill would be $165 per month.
I called today to see why my bills are so high; Last month $250, this month $313. The representative Julie told me that I'm paying for two $800 phones, that I did not qualify for the buy one get one free promotion. I asked to speak to someone in management. Someone named Kenzie came onto the phone, she used the word unfortunately a lot and talked in circles. She told me that this could not be fixed. I requested to speak to someone in upper management, she said I would be called back in 72 hours, but unfortunately they would tell me the same thing.

We switched back to at&t mobile on 3/31/19 at Costco when they had a promotion to buy 1 phone get 1 free. We created 4 new lines. On 4/ 3at&t sent me a bill for 1882.79.
I called and spoke to a rep who could't locate the account # from the bill said don't worry about it she had another acct for me which was fine. Next thing I know I'm in collections, On May 9th after getting collections letter I called at&t couldn't locate #.Sent me to loyalty dept. Deborah said we received other phones like a total of 6. I said NO. It seems that costco created 2 different accounts, She checked somethng and said that one of the phones she could locate and gave me credit for it. Said if I could find other phone send it in she would give me credit to fix this. Grandson had phone never opened since he had phone I am paying for on my bill. I sent phone back on May 6th in packaing from at&t. you received 5/10. After many hours of phone calls finally found out on Sept 9th that had to due with the 2nd acct opened with costco which had been closed. Was told by supervisor that they would have this fixed in 24-48 hours. I called back 9/25 to find out that because phone was late going back my claim was denied. So they have phone and still want me to pay for it. None of this was my faault it was between costco and at&t, I told them if I;m paying for phone then I want the phone. After another 2 hours today another ticket was opened. Imtold everyone I spoke to the date it was sent back no one said anything about late date. So at& t has a good scam I pay for the phone never used and they can sell again to get double amount. To spend hours over days explaining situation over and over nothing was fixed, charging me 982.00

I returned the equipment per their instructions after cancelling my service. They sent me my Final Bill, which I assumed (apparently in error) that my AT&T account was taken care of and no longer an issue. They are now attempting to charge me for the equipment. I contacted them, tried to rectify the situation, and am left without options. To read the entire issue as well as a solution, please sign my change.org petition.

http://chng.it/qwNbMZvrP4

I ordered a phone on September 4. O ordered the iPhone XR in yellow. About a week and a half after I had been without a phone I called to check the status on my phone and was then told it would be here in a day. When it did not show up we called again and then they said it was on back order and would TAKE MONTHS! No one told me the phone I ordered could take months to get to me while I was ordering and then they lied about when it would get to me. We were then told an iPhone XR in white would be expedited to me because of the inconvenience and would arrive the next day. 4 days later the phone is still not here and each time we call we are told we will get it "tomorrow". While the representatives are nice, they just keep [censored]ing lying to me. I've had to start a new job and not know how to get there, not be able to view my schedule for either of my jobs, been driving around without a phone, and being without the general functions of a phone for 2 weeks. I just want to not be lied to and be able to feel safe knowing I have the ability to call people when I need to. Dont order a phone from AT&T they will [censored] you over.

This account was supposed to be closed in June. It apparrently wasn't even though I moved and had a different provider. I will not pay for a mistake by someone there. I also went to the hospital in June for an extended stay due to a pulmonary embolism that almost killed me. Because I could not follow up, you kept the account active in an attempt to extort more money from me. I am permanently disabled and I cannot afford extra money going out. This account should be closed with a zero balance. Again, this should have happened months ago. It has taken me more than three times as long to type this than it should because of my health. Make this go away.

Due to a move, I called AT&T to cancel my internet service for the business at the first of July. I spent 1 hr and 20 mins. on the phone. Account no. is [protected]. After receiving another Bill I called again and was told there was no record of my cancellation and I would have to pay for not only July and August but also for through the end of my billing cycle in September. I spent 1 hr and 10 mins. on the phone again and then switched to another person who had no idea who I was. They said there was no record of my calls and I did not write down the original reference number. This is infuriating to endure. They also told me that I would continue to pay until they received the router which I took to UPS at the beginning of the month but they had no tracking on that. UPS informed me that they had seen it take months, at times, to resolve that.

On 9/10 my internet stopped working which also means my cable stopped working since it runs off my internet. ATT was notified via phone on 9/10 and scheduled a technician to come out on 9/11. On 9/11 a tech came out and was at my house for less than 10 minutes. He said it was the main line and he had to send out another department. He told us the issue would be fixed the same day which was 9/11. As of 9/12 the issue was not fixed so I call ATT. They told me the tech put the ticket in the system wrong and they would have to enter a new ticket and the issue should be fixed within 24 hours. On 9/13 (24 hours later) the issue was not fixed and so I called ATT once again. They could not find any ticket in my account and said they would have to create a new ticket. I spoke with a supervisor and he gave me ticket number A925R and said it would be fixed once again within 24 hours. Now it is 9/15 (48 hours later) the issue is still not fixed. Once again I have to call ATT and they said the ticket number I was given is not a valid ticket number and there is no ticket fir my account. I have now been without service for almost a week. I have 2 adults and 6 children in my house. One adult who works from home and has had to use her phone hotspot which is very slow. I have 3 teenagers who need to do school work from home and have also had to use their hotspots. I have spent at 5-10 hours on the phone with ATT to try and resolve this issue. This is the worst customer service I have experienced ever! I have ATT cable, internet, alarm and 7 cellphones. I will be looking for new services for all. ATT has no regard for their customer and clearly the employees have no idea what they are doing.

Ordered AT&T $25 / 8gb per month pre-paid online promotion September 10, 2019.
Received and installed sim September 13, 2019.
First, instructions included with sim had no relevance to the promotion. Dialed 611 and was told via automated service I had no balance paid and needed to pay. $300 plus tax already on Master Card! Managed to get a live person who said he found the problem. They were correcting the billing issue, shutdown phone now, restart in 15 minutes and you will have your service. Didn't happen. Left it off, tried again. Nothing. Called again and it was inferred I needed to contact my credit card company. I did. To my surprise their support was working late and said there are no pending charges. So who's not doing their job?
I'm thinking I should have gone with a MVNO that wants my business.

I contacted ATT online chat to clarify info regarding upgrading my phone

I am including transcript of the conversation I had with 2 people(one was supposedly a manager)

I contacted ATT because a year ago when I signed up for service I told them I wanted the plan where I could upgrade my phone every 12 months if I so chosen... As you will see in the transcript below, the manager acknowledges that ATT basically lied to me hen I signed up and I m forced to pay almost $600 to upgrade
——————————
AT&T: Welcome to AT&T Chat. While we connect you to an agent, please share how we can help you today?
Jeff: i have an iPhone xrmax and when I signed up last year I told them I wanted the plan with the ability to upgrade my phone yearly if I chose to... I checked my upgrade eligibility and it says I have to pay an additional $580 on top of the $576 I have paid in installments?
Jeff: If I chose to switch carriers, what would the cost be?
Harry Moore: Hi! My name is Harry Moore. I'm happy to help! Let's get started.
Harry Moore: Please give me a moment to review your request.
Harry Moore: Jeff, we do not wish to loose valued customer like you please be assured I will provide you best resolution on upgrade
Harry Moore: Jeff, I see your device is under 30 months installment and currently you are on 12th of 30th months installment and you pay $48.34 / mo
Harry Moore: so as per the contract policy you will be able to upgrade your device only after completing 25th installment of 30
Harry Moore: So the charge $579.91 if you pay this it will cover installments up to 25th months and you will be eligible for upgrade it
Harry Moore: But no worries I am checking other options for you
Jeff: That makes no sense... if I signed up for a plan to upgrade yearly, you are basically telling me that I can't without a heavy penalty
Harry Moore: No this is not penalty however the mobile cost instead we are not even charing you other 5th installment payments, let me check other better options
Jeff: i signed up to upgrade yearly and you are telling me I have to wait until the 25th month?
Harry Moore: That is correct because the yearly upgrade comes with 24 months installment however you have 30 months installment plan
Harry Moore: I am checking other options
Harry Moore: Which will be better without any charges
Jeff: ok... let's see what you can offer...
Harry Moore: Thank you.
Harry Moore: Please allow me a moment to check this for you.
Jeff: ok
Harry Moore: Thank you.
Harry Moore: Jeff, I am sorry to inform you that you won't be able to upgrade until and unless you pay up till 25th month or wait since you are on the 30 months plans, but I am transferring tis chat to manager for further details
Harry Moore has left the chat
You are being transferred, please hold...
Agent Adam enters chat
Adam: Hi! My name is Adam. I'm happy to help! Please give me a moment to review your request.
Adam: Yes, you opted for the 30-month installment plan hence won't be able to upgrade now. Please pay off the device balance or pay to upgrade for device eligibility.
Jeff: When I signed up I told them I wanted to be able to upgrade yearly if I chose to (12 months)
Jeff: now I a, being told that I can't upgrade until the 25th month?
Adam: Yes, it was on the 24-month installment and you are on the 30-month installment plan
Jeff: so basically I was lied to regarding yearly upgrades...
Adam: I understand
Jeff: So, I don't appreciate being lied to and I find that totally unacceptable
Adam: I agree
Adam: Is there anything else I can assist you with?
Jeff: Ummm... so I have no options other than bending over and accepting no other resolution other than bad press or legal action.. is that what you are telling me? I've been lied to and that's the end of the conversation?
Jeff: whats it going to cost to drop ATT?
Adam: Just the remaining device installment balance plus service used so far.
Adam: Is there anything else I can assist you with?
Jeff: No... I guess you've lost me as a customer...
Adam: I am sorry to hear that
Jeff: glad to know it's ok for ATT to lie to customers
Adam: I understand
Jeff: i will, be changing carriers and either go to small claims court and/or contact members of the press
Adam: I am sorry to hear that
Jeff: i am speechless
Adam: I completely understand
Jeff: so it's going to cost me another $576 to, drop ATT?
Adam: I am afraid yes
Jeff: o

At&t received my address after my ex-husband's mail was forwarded as the la féria, tx, post office provides it. Without my permission and without my ex's authorization, they changed the records to my address. I called to straighten out the problem. The rep, second one to answer with the name "mindy" promised that they absolutely would not reveal my address to him, as I informed her that he attempted to kill my over a seven year period, and it was not safe for him to have my address. She promised three times that he would never know my address. I was on hold five minutes while she spoke with my ex. She got back on the line and bragged that after giving him my address, he gave her permission to correct the address. I asked to speak with her supervisor. She knew that he was very dangerous and had attempted to kill me upon numerous occasions, and then had the audacity to state that even though they changed to my address without anyone's approval and in error, and even though they promised not to reveal my address for my safety, they had the right to give him my address that they put on his account in error. That was my problem because they had the right in spite of any danger that caused me. Do you trust them? Before my ex swings by to kill me because he didn't like my having a problem with his mistresses and his std's, who's willing to dump at&t because they lack integrity and don't care about anyone or their safety?

I went with AT&T wireless because they had a buy-out plan. What a joke! I lost almost $1000 with this scam. They didn't pay what they said they would on my phone and didn't pay anything for my daughter's. She mailed her old phone in and since they couldn't find it, wouldn't pay for the buyout. Since we didn't find out that was the problem for 10 weeks, she no longer had the proof that she' mailed it. I had been calling about the refund for over a month, if they had been upfront from the beginning I wouldn't be out all that money. I got the run-around, misinformation and general rudeness. By far the worst consumer experience I've ever had, and one of the most costly.

I moved to a new community that is AT&T exclusive. I placed my order for UVERSE online the day I moved in 8/29/2019. AT&T gave me an install date of 09/10/2019. I've called twice requesting an earlier date due to my disability.

I see installers in my community daily, sometimes just sitting in their vans or 2 installers standing outside their vans talking for over 30 minutes. My husband has asked them to install our service, as told to do by a rep. She said they would be happy to do it. Not only were they not happy to be asked, but they were also rude.

I called today and placed a new order in my name this time and added phone service. I was given an install date of 9/9/2019.

Later I received an email stating install date was changed to 9/12/2019. I called back and the rep said that time was still available and changed it back to 9/09/2019. She sent me multiple emails.

Well, I later received another email that install day changed back to 9/12/2019.

There is clearly a problem. Someone moved in today and an installer drove up this morning and installed their service.

I was the first one in the building.

I use the internet for everything and need my service installed now.

I have spoken to 4 different representatives and none of them could help. I kept being transferred to the billing department they said, but it never happened. The 4th guy hung up on me.

After chatting on line with two agents the rep finally understood it was regarding my home phone and he told me the chat doesn't work with phone issues! He said someone would call me and ended the chat as I was sending him my phone number. Unbelievable. I want to get my current billing corrected and cancel my home phone service. If there is anyone with enough intelligence to call me I'd be happy to talk. [protected] home, but I'd rather get a call on my cell at [protected].

I've been a customer of AT&T for more than 50 years, but now I've had enough.

On June 15, 2019, I was promised a s gear 2 smart watch. I was excited, with this was the agreement I just try direct tv on my mobile phone. I had paid about $37 dollars and try to use it on my phone. Direct tv didn't work on my phone. I waited until the end of the month, called and cancelled on line. Next thing I kept seeing that the gift was in back ordered, it continue for a while and then I get email that it was canceled. Today I had spent my morning talking to a woman at at&t to then tell me that I can pick up my watch at 16 E Foldham AT&T's. I went over to the store and to my knowledge they do not hand over watches without an order from At&t. She lied. At&t store told me it was a retention tactic. To keep me, then to be called and told they will help me. Then courtesy gave me the round around and became nasty with me about it is not in the factory. They do not have it. I called again to give an official complaint and the person was trying to give me a phone, I didn't ask for a phone. When he asked me how many people are in my house, I was upset because I didn't understand the question. I was angry, I asked to speak to someone else and after a few minutes the line went dead. This was the icing on the cake. Today is Aug. 30, 2019. 1:41 pm

We took 2 phone lines connection with atnt in nyc USA under the promotional plan of 80$ all included for 2 shared lines with 9 gb internet each and ever since we are being cheated with being over charged, and given 8gb as shared internet instead of individual and everytime we call the customer care they are no good n no help. Plus the connection is really bad and poor with almost no signal inmost of the areas where we live.
We ported one line to spectrum out of frustration and just for the second line they billed us more than three times the original bill. Our bill for 2 lines in month of July was 97 usd and this month in August for one line they have prepay billed us 119$ just for 1 line and when we called them they have all excuses saying we did not confirm upon porting to another number so we will still be charged for 2 when on the bill itself it says clearly 1 number ported and only 1 line active. Plus they have charged us nearly 49$ as roaming charges saying we travelled to Canada when we went to upstate newyork as we don't even have a visa to go to Canada, how as a consumer would we ever know who they are getting service from? Also the connection upstate was horrible and we had to rely solely on hotel wifi and cudnt make even a single call. There were no notification that we were on roaming (while being in nyc USA itself) and the customer care (girl named amber) is denying outright saying they sent us messages! And we read out the message to them it never mentioned a word about us being on roaming instead was a random message saying atnt free message, when we are on a holiday upstate in nyc. This was the exact sms from number 269 atnt:
AT&T Free Msg: Reply YES (free reply) to learn how to get unlimited talk/text and use high-speed data from your plan in over 100 countries for $10/day. Pay only for the days you use abroad. Otherwise standard international rates apply: $2.05/MB, $1/min, $0.50/msg sent, $1.30/photo or video msg sent.

As a consumer when you are within USA boundaries why would you even consider to read or reply to such a message especially when you are on a holiday and know that the phone is nothing but a camera as there is zilch network!

Plus they have audacity to charge for 2 lines still even after having just 1 active line with them and having done a phone call with consumer care already before porting that we are changing the lines as they are doing nothing about the faulty billings and fraudant that they have subjected us to over past 3 months. The current girl amber says we need to make 1 more call to reconfirm that we have ported in order to change the plan! And who will tell us this? The first guy never said a word and the sales guy who sold the line to us asked us to just get rid of the lines without paying anything!

Side note, we got the lines from manhattan nyc our attendant was Samuel and he even told us we could jus throw away the SIM cards and not pay the bills as we had no contract, no social linked, so they cudnt trace us! This is their staff telling us as a solution to save himself from being Pulled up for the faults he has done when selling the lines to us. And we have been paying the money out of our hard earned salary! This is America's no1 service I don't think so.

This is a fraudant company with really cold customer care and untrained staff who jus sell for commission without giving consumer any detailed information.

We are hoping some action is taken against false frauds like this company by the American governing bodies.