AT&T
Reviews and Complaints

Hello. I called AT&T Customer Service around 11:30 am on Thursday 3/29. The woman I spoke to was unbelievable rude. She would not let me explain my issue before trying to transfer me to someone else. I asked not to be transferred because I had already called the system she was trying to send me to but she repeated spoke over me to the point where she would not let me speak. She then told me that I needed to calm down and that she wasn't going to help me if I didn't stop talking. I was very taken aback. After I explained to her multiple times that I just wanted to speak to a live representative in the department I was trying to reach, she repeatedly said that she wouldn't help me. She then put me on hold for a few minutes to give me a phone number for the that department. In the middle of thanking her she hung up. I then dialed the number she gave me and sat listening to an info-commercial phone line for the next 5 minutes. This was not an AT&T associated phone number and was solely a soliciting line with no real purpose. I have attached a short clip of the audio I recorded from that line. The number she gave me was 866-975-0500.
This call was on behalf of my boss, but I am even personally a customer with AT&T and this is the most terribly I have ever been treated. I had already been trying to resolve the issue I called about for a week and when I do call for assistance, the representative ignores me, insults me, hangs up, and gives me a phony spam number - not the care or service I feel AT&T would like to present to its customers.
Your subsequent assistants were very helpful and apologetic for their colleague's misconduct.

I wanted to add my fiances phone to my account. I stated this clearly win the beginning of my call. 70 minutes on hold later, I'm told that she has to authorized the change. After 70 minutes, they couldn't have told me in the beginning I was wasting my time. This company has the worst customer service of any online providers. They send a clear message that they could care less about their customers and/or customer service.

I called AT&T to cancel my HBO that they offered free for the first 90 days of signing up with them. The representative offered a good deal to keep the HBO so I kept it. I go to pay my bill a few weeks later and I see my bill is double the amount I owed and then I see a NBA league channel charge that I never ordered. I immediately call them inquiring about it and the representative tells me that the NBA channel charge will be removed and that I should just pay the amount I was responsible for. On my next bill, the charge is still there so I call them again. They proceed to remove the late fee and says that the credit cannot be applied until the next month. I then receive an email and letter saying I need to pay my balance to avoid disconnection. I ignore it as I was told I would get the credit. A few days later I get disconnected. I called them and I had to speak to 4 different representatives as each one kept transferring me to another dept saying they cannot help me get credited. I finally am able to speak to a supervisor at the loyalty dept who says they can file a dispute. I am a little skeptical and afraid they will deny it.
What a disappointment in service and bad experience. Maurice at the Loyalty department, ID#815A was the one that really helped and told me he is helping me dispute it.
I had also switched to Direct TV and they promised a $300 gift card for switching. When I checked on it after a month, they said I had to wait 90 days before receiving it. I tried calling after the 90 days and they said there was nothing in the file stating I can get a gift card. When you go online, they promise you the same thing for switching to Direct TV. False advertisement.
Account | [protected]

Beware of signing on to services with sales people from AT&T! I ordered new service with them and was lied to about the whole deal. I went over this plan and pricing a million times with Ovier the horrid sales rep, to only get billed with a whole different pricing and lied about everything I would have and what he was doing! I am so discusted I trusted s major lier😞. And paying 3 times more and he was showing me figures of what a great deal he was doing for me😞 . So beware people! And in the future will cancel with at&t rather pay to get out of the big lie

at&t mails me my internet bill on the 13th or 14th of each month.i receive it between the 20ith and this time the 25th it has to go across country. this month the 25th was a saturday. how can i mail a check on the 26th and get there by the 30th. the last 2 months i get charged $9.00 late fee. why common sense says anyone needs a couple more days. im not going on autopay its a business account.at&t is not getting access

I notified Att of charges on my bill that did not reflect the agreement AT&T promised .I found out I was a victim of identity theft when my new Apple x wouldn't accept my Apple ID and password .At&T made me wait 12 days for the recovery process of 12 days and then refused to return the apple phone when it dodgy function .I alerted them about fraudulent activity and they refused to take off phone numbers and charges .They are holding me responsible

Att has been charging me the same bill over and over they changed my daughters cell phone number every time they change her number some one is Harrasing her and calling her in the new number they give her.Att is a fraud and they need to be investigated by the FHS they just want to steal customers money and keep putting the same balance over and over in your account and interrupt your service if you don't pay them.

In mid August 2016, we moved. At that time ATT installed an extra land line of which we were not advised. When the billing came in, we paid the requested amount to be sure. I believe that it was in January of 2018 that the Billing format was changed, and we immediately saw that we were billed for an extra line for 2 years+, it was right on the first page. We called ATT, and were told that in order to benefit from the overpayment, we now would pay 105+cents a month till August 2020. Which we did. However we were none the less billed monthly for the full amount showing no credit at all. We called ATT, twice about it and were told finally that it was our fault for not seeing it before (it was really buried in another page and we just paid the bill amount asked on the first page). My husband is 83, and I am 78, we pay our bills as due when due, however when an error is made all parties should be able to correct the error. In this case, ATT did not look at their billing although they very well saw that no other phone line was used, and that no request was ever made for another line to be installed. over the years we called ATT several times because the amount of the bill was over the amount we were told it would be but they never mentioned the fact that we were paying for 2 lines. and frankly we did not realize we were. ATT in a manner is punishing us for having overpaid for a line that was installed without a request, and never used, we didn't even know it was there. I would like to think that we can settle this matter of credit due in some reasonable way. We have been with ATT for many years and never missed a payment, each time we moved elsewhere in California we always paid our bill and never had a problem until now. Severe letters are not a way to negotiate at all.

Thank you very much for any response or help.

JACQUES & JACQUELINE TOLSTONOG EMAIL: [protected]@yahoo.com

On January 13th, we had UVerse installed and called to cancel Direct TV and home phone service.
On February 12th our bill still had Direct TV charges from 1/9-2/8. We called again. Customer Service agent said there was a record of a call on 1/13 but Direct TV was not cancelled. We were told at that time they would back date the cancellation to 1/13. We were also advised to pay the bill minus the Direct TV charges and a credit would appear once equipment was returned. Equipment was returned on 2/17.
On March bill, we are still being charged for DirectTV. When I call support, I am being told there is no record of the cancellation on 1/13 and that they cannot see the current bill and cannot explain why we are still being charged. No offer to fix any of it.
After being asked to speak to a supervisor, I am still on hold after 45 minutes.
I will attempt to wait and speak to a supervisor, but I feel this is unacceptable. I am being asked to pay for errors made by AT&T personnel. My time is being wasted attempting to resolve an error that I am not responsible for, and I am getting a serious lack of consideration and cooperation from AT&T staff.

I hate this service which is strong wording. It started from day 1 on 2-9-2018. The remote on my tv would'nt work so now I have 2 remotes to work 1 tv. I switched from direct tv, cause I would loose signal when it would rained. This service is worse, I loose signals all day long no matter what the weather is and it happens so much in one day you can't keep count. I not only loose tv service I loose home phone service, internet service, plus tv and this can last for hours. When the service is on I can't pause or rewind any programs. I have complained, but nothing none. I lost sound in my tv on 3-3-2018 and called a repair man seeing if it was my 20 year old tv set. I got sound out of my vcr, but not tv. The repairman said it was the receiver box not the tv. I had to reset the reciever which was for 2 hours and 48 minutes. Its 3-9-2018 and 2:48am and i'm writing this. My 44 year old handicap son can't read or write. He is very upset with this problem, cause this is his only entertainment. Why did it take so long to complain again.? I suffer from real bad headaches and I i'm about to have my 8th back surgery. My doctor said no stress, but having my son complain broke my heart. I wrote a complaint before, but it was shut down when I said I was going to put this on yelp and any other internet work. No new
account but old one [protected]

I need assistance with filling a complaint. I had the absolute worst experience attempting to have internet installed. The technician arrived sooner than his schedule time frame. He did not call my number one hour prior to arriving at my residence as promised. Also, he called my husband after he left my house instead of calling me. My number was listed for the Installation. I immediately called the technician back asking to please return as I did not heard my door when he arrived earlier than scheduled. He never answered but eventually texted me back stating he can not and call to AT&T to reschedule even though he literally just left. I call the company over 4 times begging to have the technician came back. I was on line for a total of 2 hours only to be told the next available appointment is Monday the 12th. I was only offered a $20 credit for the inconvenience. I will now have to take another day off work to have this service installed. A $20 credit is not enough. I have completely waisted my time and I'm furious.

I have been robbed by att uverse! If I am one of att loyal customers, then where is att loyalty that is due to me? Case in point: I called att to cancel my services in August 2017 because I was having a house built. I was not planning to transfer my current services (Account # [protected]) to the new address. The customer service representative stated there was a movers deal going on and if I moved my services I would qualify for a $200 gift card. I politely asked the representative what if the house is not ready by the end of September 2017. She stated that as long as I call in to move the installation date, I would still qualify for the $200 gift card. Att uverse was installed in October 2017. I waited and waited for months for a $200 gift card to arrive at my address because I was told that I didn't have to do anything to redeem the gift card. Att has sent four monthly bills to my new address, but no gift card. I called the rewards center on Friday. I was told there was never an award issued to my account. The representative recommended that I call Customer Care so I did. This person told me the gift card has expired. Wait one minute! The Reward Center couldn't find an award issued to my account, but the Customer Care confirms an award which expired back in December 2017. This is a form of Holy John mess. I asked for a supervisor four times. After 55 minutes I talked to the supervisor. Now I clearly see why he works for att. He tells me no award was applied to my account and he could do anything. Att usually instructions the reps and supervises to mislead people that are loyal to att. Simple as 1-2-3, I want what was promised to me for moving my services which is a $200 gift card or a $200 credit to my account. The movers deal is not worth the paper att sends out in the mail to customers. So, I ask again, where is att loyalty to me?

I have been debit $165, 20 from my UBS VISA debit card. This charge was not authorized by me. If being treated as an automatic charge on my account, I want it stopped now. I am from Argentina and I live in Argentina. I've been in USA last September 2017, for just 10 days. I am demanding a refund of the amount because I did not authorize this payment.

I was driving north on 585 on Saturday 2/24/18 at 12:17 when a male driver with dark car was driving in the far left lane driving under the speed limit and impeding the flow of traffic. I observed three drivers pass him on the right and pull in front of him, with my vehicle being the fourth. I observed him talking on his cell phone, holding the phone to his right ear. I slowed down, and safely had my passenger write down his car id number which is [protected] 7 Georgia tag, RIV 928 (may have tag incorrect). Driver observed us after we slowed back down and got back behind him, then pulled into middle lane, and got off the phone. He smiled as we passed again. I don't feel this was safe driving practice for your drivers. I was thankful there was a break in traffic that allowed my passenger to get his info.

Where do I start, let start with this, if you want a good paying job with decent benefits ONLY and nothing else matters then this job is for you. Now if your concerned with anything else then I am going to tell you what they don't tell you when you start working for AT&T. Let's get started, management they really don't care about you only when you are performing at top level because they receive bonus pay out. There is no real coaching to help you develop in your craft because they are always changing things as they call AT&T "At this time" so what you are doing one day the next day will be different which is difficult to develop a core base.
Their policies, procedures and resources for employees are not readily available it takes some time to find or locate information that should be at your fingertips to perform correctly, but in the event you are being discipline they are easily found to support your corrective action by the manager and then you are told you should know this or its in their knowledge base system as well as they tell you "you went over this in TRAINIING", go figure! Henceforth their knowledge-based system is poorly structured, not to mention the outdate technology, the 20 systems you use daily (not exaggerating) and management always refer you to these systems to find your solution because most of leadership don't know the answer when you have a question or concern regarding a customer or just knowledge. Sounds crazy huh, they can't give an answer but know how to find or tell you what you are doing wrong per policy. They sale the job by saying AT&T has the best customer service based on review boards that measures telecommunication across the spectrum. This is because they don't care about the employees (the frontline of the company) they only care about the numbers, this means you must take abuse from the customer but always be nice to them and the customer has learned this behavior to get what they want. If a customer call you everything but nice things there is no recovery to handle the abuse you are receiving and if you do anything (take a unscheduled break to take a breath, cry, get some water, put the customer on hold and or tell the customer they are not being nice and you only trying to help) they will hit you with code of business violation. Defined as they don't care that you are a human being (The Plantation effect) it's do as i say and say nothing about it. Another thing if you question anything such as changes with the company, daily manager huddle techniques etc AGAIN they have the "at this time, do this don't ask why mentality. They have you, so brain washed that employees are afraid to challenge them or the company. So, this will continue to be the normal behind the scenes at AT&T. Wolves in sheep clothing. Oh, by the way the union is worthless, they act like they can help you, but they are on the managers side except for some union reps that are really trying to make changes although they rarely win the fight and you are on the short of the stick. They will never change on the inside until the employees demand better treatment as a person and as an employee that really want to work and or enjoy what they do and truly be happy to work for AT&T and not have the mentally it's a job that pays well for non-degree employees. Most people that work here says "if I leave where will I find a job that can maintain the lifestyle I've creative SOLEY based on the pay they receive" which leads the employees to turning blind eye to what's really happing on the job. Again, if you can deal with the Plantation mentality because the pay is great then enjoy working at AT&T.

On january 10, 2018 I called [protected] after getting a mail solicitation for a $300 visa gift card to inquire about the internet speed that was available in my area. After a brief discussion with the sales agent I was told that if I signed up "today" she was authorized to give me a $200.00 visa for direct tv and a $300.00 visa gift card from at&t since I was switching from mediacom my local service provider. I confirmed with her it was a total of $500.00 so I scheduled my install for january 20, 2018. Prior to my installation I called the reward center to confirm the offer but I was told that nothing would be in there system until 30 days after my install. Well today was the 30th day so I called the reward center back a I was told there was nothing but a $200 visa gift card in there system. After explaining to her what ai was promised she said I would have to talk to customer service. Which he went back and said he read the notes but there was nothing in the notes as to what I was offered. I then asked to speak to a manager he refused and said a manager would tell me the same thing so then I asked to speak to the cancelation department he then said he was transfering me but never did. So I called from my house phone and told the automated system that I wanted cancellations and after 6 minutes got the "loyalty department". (I am still on hold on my cellphone just to see if he was ever going to transfer me). I explained to the loyalty department representative everything for a 3rd time and I was told that she could make it $300.00. I told her either at&t is training their employees to lie or the employees are lying to get their acceptance numbers up. I then told her I know I am not the only one calling in with this complaint and she admitted she has gotten countless calls just like mine. I then asked how many cancelled when they weren't given what was promised? She said none because you can cancel your at&t services but direct tv charges an early termination fee and for me that would be $480.00. I said you know what make me your first because if everyone canceled that was lied to at&t /direct tv would get to the bottom of this fraud and I let her know they can wait for their $480.00 doing this for the principle of it and it isn't over.

My son is steven johnson. His cable bill with at ant uverse was supposed to be forgiven back in december 2017. I got another bill from them in february for 122 bucks! I have had endless conversations with at at and t uverse to no help to end this nightmare! My son has disabilities, was evicted from his home along with his two roommates in napa, ca. I proved he was evicted back in october last year to sebastian. He said he would take care of everything, that my son would not owe anymore money on the account. The account would show zero balance online. Please note, I don't do stuff online for bills or banking. I mentioned I wanted it in writing sent to my home. I am asking someone from a management position to contact me on this matter and let's put an end to this darn game of yours now! I am trying to protect my son's credit to start with! I paid the early cancellation fee of 182 bucks and some odd too! You can check my text messages back in december 2017 at [protected]. Then I would like to hear from someone very soon, please? Once I am done with this complaint letter, I will continue to see what other agencies I can file with against at and t uverse? Thank you for reading, donald a. Johnson - parent of a non verbal disabled child/ young adult!

Regarding account # [protected], was established with an installation appointment. The teck came out for about 30 minutes, then told me he had to go somewhere for a few minutes. He left, came back about 35 mins. later.

He went to work i guess, he then came inside and showed me the modem with a red light, explained he had to go, but he will activate it from the device he had with him, and when the red light turns green, everything will be ok to go on the internet.. i trusted him, he left. about a hour later the red light turned green. I could not get the internet..I complained and complained, ending in me canceling. I got a bill for installation, The process of installation was incomplete. The Teck indicated to Att that it passed. He wasnt here to give me the internet. Please advise, for im hoping that i dont have to pay for what i didnt get... thankyou

I called into your customer service to check on my data plan. I spoke with the representative about what there was to possibly upgrade my plan. She told me about the Unlimited Data plan. I asked her how much it would be and she quoted me the price of $145.00. I currently pay 133.30 for the 10gb plan. So I asked her if that was the price and she again said yes. So I told her that since it was only $12 more that I would upgrade to it. Never once did she say anything about any additional fees or taxes. I get my next bill and it shows a higher rate than what was quoted me. I called the customer service at that time and then they proceeded to tell me that my new rate would be $172. I told them that was not the price told to me and that it needed to get fixed. Nothing was resolved at that time so I asked for a supervisor. The representative told me that they would have to call back in 30 minutes. That was on 2-9-18. Today is 2-13-18 and I just got off the phone with them after spending 1 hour and 21 minutes with 3 different people. I made that call as no manager called me. I was told that the initial representative had told me a wrong amount as they should have explained about the added fees and taxes. I explained to each person that the representative never told me that and that I should have been given that price. Each person I talked to kept over talking me and did not resolve anything except that they were giving me a $100 discount on my next bill. The final person whose name was Sylvia (did not get the first two as I could not understand them) said that she could not help me due the fact that they can not change the amount of a plan because it was the marketing team that set these prices and that they could not alter the plan. I then asked to speak to her manager and she stated that he or she would only tell me the same thing and basically said that it would not do any good. I then asked for the corporate number and she said that I would have to get that from the manger. Then she told me that after conversing with her colleague's that there was no corporate office number. I was on the phone with her the whole time so I do not know when she had time to do this. I asked again to speak to her manager and she said that it would take 24 to 48 hours to get a call back. I asked for the name of the manager that would be calling me back and she gave me the name of Jessica or a Martin. I will be waiting for this call.

Re: account # [protected]

2/12/2018
Dear Service Manager - (Sheree at the "South Office" would not provide me with the name of anyone higher up to whom to send this letter. She told me to put my complaint "online". She also said that she could not locate "Miss Brown" in the Chicago Loyalty Group (at least that is the department in which that "Miss Brown" said she worked.
I am writing to you to let you know how incompetent your customer service is; and, in addition to that, how they lie to your customers.
I have been a customer of your company for years and years - over 30. Not exactly sure for how many.
Last September (2017) I had wireless internet installed (upgraded) and was told by the installer that I "did not need to do anything else" when I asked him about the landline which I no longer needed or wanted. So, I didn't do anything else. I did not call to cancel the [protected] then.
To my surprise I then got bills for both the internet service and the landline that was dead.
In January (the 10th), I spent two hours and was transferred 5 times (I did not write down all the names unfortunately but I did speak to a Charles in the Retention Dept. among the 5 persons until I finally landed in the incompetent and lying hands of "Miss Brown" (if that is her real name). She told me that I had needed to call to cancel my account from the service that I had not used NOR was able to use as it was a dead line since September (dead per your AT+T installer).
I received a bill AGAIN this month (February 2018) - see enclosed.
Today, I called the [protected] number again and spoke to Alma who transferred me to Sheree who said (can't say that I believe her) that "Miss Brown" did not send me a check for the three months of Oct./Nov./Dec. that she said she would nor did she "disconnect" the deadline, as she said that she would. There was a credit of $17.98 on this month's bill (which she told me that she could NOT do, when I spoke to her last month). She told me that she could only issue me a check - $90.00 - which would take 3 weeks to arrive. Of course, neither of the aforementioned things ever took place.
So, not sure if anyone in the 10 S. Canal office will even get this letter OR care enough to follow up with the persons mentioned in this letter.
I would like someone to call me at my cell - [protected] and explain, if you can, exactly how this happened and what is being done to correct the incompetence of your employees.

Sincerely,

Susan P. Muller
5927 N. Harlem Ave.
Chicago, IL. 60631
Re: account # [protected]