AT&T
Reviews and Complaints

They ripped off my 80 year old mother by scarring her into an anti virus contract. She has been trying to get her money back for 4 months.

I didn't see a page for complaints abut att wireless issues, but i'm so hot right now I may have overlooked it.

I just spent close to 3 hours on the phone with various at&t wireless agents, trying to straighten out a problem that at&t could have prevented with a simple phone call or text message.
My october 2010 payment was running late, so I decided to pay online by credit card. That same month, I had a suspicious charge show up on the credit account, and filed a dispute against it. Somehow, the at&t payment ($175) got tangled with the suspscious overseas payment ($70) , and was also noted as disputed. At&t was notified in late october that the payment was being disputed. They did not contact me. I admit that, if the credit card company noted the two disputes in the correspondance I received, I completely missed it. My wireless bills never indicated a problem, however. They came every month - november, december, january - with a regular monthly amount and were paid. My last bill, due january 6th, was for $87.07 (Which is normal, when you add all the various manure charges on top of the $50 service, plus $20 for a second line). I mailed a payment on the 15th for twice the amount ($175) , knowing that the new billing would be due soon. Today, I went to make a call, and my phone service was "disrupted" due to an past due balance. What?
I called at&t and spoke with jane, who quickly gave up and transferred me to doug. I was polite, and I never raised my voice (I've worked customer service... It's not their fault). After ages on the phone with doug, I was finally told that my october payment had been "blacked out" and I had past due payments of more than 90 days on my account. Doug suggested I call my bank and find out what the problem was. So I did. My bank csr did a little investigating, and told me that at&t was told of the dispute problem back in october. They never contacted me. Not in october. Not in november or december. And certainly not this week, before they decided to cut off my service. None of my most recent statements show an overdue balance, and certainly not one past due for 60 or 90 days or more.
I called at&t back and told them they had buggered up, but I would make another payment over the phone, in order to have the phones turned back on. They claim that the $175 payment of the 15th has not arrived yet, so I had no option. I had to make a payment before I could have the phone service restored. Trouble is, the automated payment system will not accept payment! Neither the automated system or the online payment system will allow me to make a payment. The customer service people (And "supervisors) say they can not enter a payment manually, either. Raul deguzman told me I would just have to wait until the payment was received and cleared before I could do anything. When I asked for a supervisor, enrico beladona told me I would have to talk to customer service and ask them to send an email to the finance office asking finance to remove the hold so I could post a payment. He said it might take a while, since he didn't know when they would respond to the email. I said, 'excuse me? Can you not call them? At&t is a telephone company!" he said they could not because they didn't have any extension numbers for those offices. I would just have to wait while he connected me to customer service. He did, and I explained it all over again to nakala (Who was very polite and apologetic). When finance refused her request to release the block so I could make a payment, she said she was sending an email to request a "higher order" to have the problem investigated, the block removed, and my phone service restored. According to her, they are supposed to call me back "immediately" to work on the problem.
I am still waiting.

I realize that I am partially to blame because I did not realize that the october payment had gotten tangled with the dispute way back then. On the other hand, at&t has been billing me normally for four (4) months since the dispute and never mentioned that there was a problem to begin with. They knew about it. My bank told them in october that there was a dispute. Why couldn't they call me, or text, or send a notice in my monthly statement, or any one of a number of ways they have to contact me? I have been with at&t since the early/mid 90s. I stayed with them during all of the att-cingular-att-again confusion and through multiple moves and plan changes. My bills have always been paid. So this is what you get for beng a loyal customer? Gee, thanks a lot, at&t!

Att took money out of our account without authorization and after checking into it with a bank and with the law, found out it is a form or hacking and a federal offense. Let me start by telling you how poor the service (Actual cable and customer service) was for us. When my husband and I moved into our new home, we decided after being hounded by at&t uverse to try this all in one package with the cable, internet and phone service, we reluctantly gave it a try. This is what started our whole nightmare. For one, they lied about the price. It was $60.00-$70.00 higher every month from what they quoted us and after speaking with managers several times about this, and with the promises of fixing the issue, it was never corrected. We never received our bill because it was going to an unknown email address that at&t set up and that we did not even establish nor did we even know existed. We didn't even have the information to get into this account! After receiving bills saying we were 2 months behind, and struggling financially because of atts mistakes, we decided to go back to our old carrier. Granted, we owed $363.38 in which we were disputing due to the horrible experience of trying this company and were going to send as much as we can. They sent letters threatening to send the outstanding amount to collection status after only 1 month in which we sent a check for partial payment knowing it would avoid going to collection. 2 days after they received the check, they took it upon themselves to unlawfully go into our bank account and take the remaining balance, which was unauthorized. We have been treated like trash by 3 managers and hung up on several times by different at&t reps. If I were to go into a persons account that owed me money I would go to jail with a felony charge and I intend to hold at&t accountable for the same actions. Our bank disputed this and said it was highly illegal and is even putting the money out of their own pocket back into our account while they go after at&t. But what about the crime that has been committed and the unnecessary stress that it has put on us. Although the money that they stole is petty, we could have possibly overlooked it with the proper customer service. But when their customer service team treated me and my husband so poorly on several occasions that was the last straw. Now we warning consumers of the danger of dealing with this company. We will exercise our right to freedom of speech. We have contacted corporate and even they are looking for every loop hole to keep our money by lying about equipment not being returned. It was to ups in daytona beach! Just because we are getting our money back does not make them stealing from us okay. Let me explain it this way, if I stole your car, but then brought it back with nothing more than an apology, would that be okay and should I not have any consequences for my actions? So I hope that the $353.38 they extracted from my bank account unlawfully was worth it because everyone will know about att! The true att! We have our own radio show, beat pros live, that we are broadcasting this scam along with working with 6 magazines and going to the media. We have had over 100 people come forward with complaints and the same story as ours! If you have a complaint, contact us either at [protected]@beatpros.com or the beat live line 386-beatlive [protected]

my wife and i ordered AT&T U-verse (TV/Internet/Phone) bundle for our home over three weeks ago. but the day before they're supposed to hook up service they called to say they can't install it due to "engineering" issues. turns out, they didn't do their homework and didn't prepare to install our service on the day our serice was supposed to begin. anyway, we are now more than one week after our original service date, and we still do not have any tv/internet/phone service at our house. AT&T personnel have lied to us about whether they are working on saturday, they have not called back when they said they would, they have all passed the buck to someone else in another department, nobody have taken any responsibility, and no AT&T personnel have behaved like professionally.
i have very disappointed and angry at AT&T.
the sad thing is, we switched to AT&T because we were fed up with the poor customer service of Cox communications. (although cox always had good tv/internet connection).

I signed up for AT&T to create a website. They wanted $1600 to start and told me I could pay by credit card or be billed on my phone bill. I opted out for the phone bill and paid them $1600 that way. I heard nothing more. Phone calls weren't returned and the usual deadbeat stuff.

I finally got a human who told me the $1600 was refused when they ran my credit card. I told her that I paid with my phone bill. Months of nothing and and unreturned calls. Finally I got through to another human who told me I had missed the deadline to get a refund by three days. This is obviously BS.

I went with AT&T because I thought they were reputable and would do a good job. Not only did they want me to do all the work, which I thought I hired them for but they didn't bother to call me when my credit card was "refused". Further I have no record of this supposed refusal. I don't remember giving them my number and doubt I did, no reason to. I have since heard other stories about AT&T's tactics and I suspect I was scammed by a dishonest company.

I am not giving any personal information for fear of retaliation.

Whatever you do - do not sign up for uverse. I am a deeply experienced computer user - I have been a user since the mainframes of the late 1960's and have run a computer company and written software for sale. I changed from att dsl to att uverse to get faster service and this is a complete disaster. Unless you want to use their clunky webmail for your email and forgo your client email program (Such as outlook) then you are out of luck. There are online instructions to set it up and I guarantee that will not work. Then you try to call tech support - at least a half hour to talk to someone and you will be informed that you will be charged, through connectec, to fix anything with a third party software issue. Guess what? My email worked fine this morning - I could send and receive email. Now it will absolutely not send email. If I want that fixed, then I get dinged for $129. They call this a "service"? Oh, and the much-vaunted increased speed? Count on getting about one tenth the speed of dsl if you are lucky. This is a complete and absolute disaster. If you go through with this, you will have nothing but misery - so do not make the same bad decision that I made. I am getting this thing yanked out as fast as I can. Honestly, take my advice and stay away from uverse.

I have been an AT&T customer for more than 18 years. I have the roll over minutes plan. I had a rollover balance of 4000 minutes before I went to the family plan to add one additional line. When I added this line I lost 3500 minutes and I accepted that even if it wasn't told to me. One year later I got another phone for my spouse and it went under the family plan and her account was closed. Two months later, I noticed that the minutes had dropped again and there wasn't a change in the plan. I was told that it would not cause me to loose minutes by adding a line. After talking with customer service, my 4500 minutes were put back. Two years later I had to purchase two new phone under the same plan. I asked if i asked if my minutes would be taken away and was told no. This month I checked and the minutes are gone (8000). I was told that I have 5000 mintues to expire and I asked how. I now know that they don't want you to have all those minutes. AT&T are not honoring what they say they are going to do. The next time I need phones I going to purchase else where.

I have had to call almost every month about charges applied to my account that are sneaked onto my bill. They range from $2.00 to $9.99 and can be multiples of these amounts. Each time I have called to complain, they are removed, confirming my suspicion that they are erroneous but intentional. Apparently there are 'data blocks' and 'purchase blocks' you can apply to your number, which after one year I found out about. Also, the Samsung they sell (my husband and I both have the same phone) has terrible audio. It is nearly impossible for us to communicate. Speaking with others is not a problem however. When I complained multiple times, they finally replaced my phones under warranty. These 2 are marginally better. I am attempting to get out of my contract, awaiting a call back. As I am not 'deceased' or calle dto military duty, they will fight me. Whatever happened to quality products and customer service? Not at ATT Wireless!

My at&t phone service went out in the snow on sat 01/09/2011 apparently due to an accident. my elderly neighbor lost her phone and life line as well. my wife and I called in both repair tickets. on tuesday 1/11/2010 at&t repair technicians were repairing my neighbors phone line in my property and informed my wife that our line would not be repaired before thursday 1/13/2011 even though they went out for the same reason at the same time and they were on my property to complete the repair. I called at&t and talked to ms lucas a "supervisor" and she informed me that my phone repair "appointment" was scheduled for thursday or later so the technician already on site could not repair my phone line? I guess you are supposed to schedule your phone failures in advance and even though the same box was damaged in an accident, the technicians can only attach one pair of wires per visit to a repair site.

I guess I will soon have to switch from dsl to cable and turn off my hone phone.

In October 2010 I posted a “free” ad on the yp.com for my area where I live. I received a unsolicited phone call from multiple sales representatives, after the third time, I decided to hear the sales representative out her name was Donna M Allen, with a lot of reservations in mind she told me all the benefits of having a listing with them. Later that day, she faxed me a contract for a three month free trial for print and online advertising. To my surprise she decided to record my voice for an authorization for the online advertising, after she told me while not being recorded that there is a free trial, but when she did the recording she was reading from a script, but did not allow me to ask any question while the recording was going on. After a few days what she did was she trapped me into a long year contract after she “understood” what I was concerned with but she did not care, I was trying to cancel the advertising two day after it all took place. When I tried to contact customer service trying to cancel out everything they told me that they have no record of my account in their system, I did this numerous times, later in November I received a bill for services that I was trying to cancel but they did not cancel or do anything about it, until I started to get top level managers involved to reverse and cancel the contract. It took a few months to stop the billing and contract, finally I was able to cancel everything but it took way too long for it to happen, later to have $39.14 bill for 15 days of advertising, now at this time in January 2011, the phone service representative stated to me that I did not contacted them before the advertisement when live, but I have contacted them a dozen or so times to stop everything and I thought that they were notating every call I made, but now to realize they did not do any kind of documenting, they said that I wanted to cancel everything after I received the first bill, but that was not true because I called them many times before I received a bill from them. I do know for a fact that they do a lot of un-kosher and unethical sales practice to deceive me and put me into a contract to cost me so much money in the long run that I can not able to afford it. They are simply a bad company to do business with and advertise with, its just best to find other advertising methods. Simply put DO NOT ever use them they will lie and cheat to get a sale from you. They are a DANGEROUS company (a predator) looking for easy prey (you that is) to dine on.

For the last three months I have been billed/charged by mistake for two different DSL internet account services. I requested one DSL internet service to be disconnected but I continue to received two separate bills twice a month for each account. I have spoke to serveral AT&T reps and each rep seems to be unable to solve my issue. Also, during the course of a conversation a rep continues to fail to help, disconnect me in the middle of our conversation, fail to call back when given a call back number, and I have to repeat the entire process again.

Date: january 6, 2011

At&t
Consumer. [protected]@att.com

Re: account number [protected]

To whom it may concern:

I am disputing a charge on my bill dated from october 23 until current. The charges are related to dish network dated 10/23/10 to 11/22/10 and 11/23/10 to 12/22/10. A late charge on current bill also noted. The amount is in error because I called in on october 15, 2010 to cancel dish network, remove some not needed telephone services, and continue internet services. Due to the economy, I had to decrease and downsize. The customer representative made the account changes that day. Or so I thought. She instructed me that she would cancel dish network and set me up with directv. She later in the conversation transferred me over to directv. She instructed me before transfer that the changes would be noted on next month’s bill. If not noted, call back and ask for customer service. I did exactly as instructed. Once off the phone, my sister instructed me on how to refer a friend to save $10 a month x 10 months. I called back within minutes to give information about refer a friend. Changes were made to the account. The $21.35 one time fee was charged to account and services were set up. Directv was supposed to come out on 10-18-10, but no supplies available in all surrounding areas. Re-scheduled visit for 10-23-10.
I called in to speak to brian #rf9 from dish after receiving bill as instructed. I was instructed by brian that it would be fine to send in revised bill payment. Sue #d7e, supervisor, wouldn’t approve statement from brian. Sue states that they were never notified of cancellation. It wasn’t their fault that my promise wasn’t fulfilled by at&t. Transferred to at&t to explain situation again. This occurred approximate 6 times. At&t blamed dish and vice versa. I only felt the after shock of the partnership gone badly. Mrs. Burney at at&t stated that I was supposed to call and cancel my services myself. If I was told that I had to cancel services, I would have carried out that task on 10/15/10. She also stated that “if I would have left account as representative had left it, I would not have been having this problem. So, I still didn’t save any money because now she can’t revise bill. Why would I want to pay for services not in use since 10-23-10? She instructed me to write letter if not satisfied with her decision at consumer. [protected]@att.com.

I have been a loyal and dedicated customer for over 10 years. I have complained about this problem to customer service, supervisors, friends and employees. Even my repeated requests have fallen on deaf ears. No action has been taken to date. I am still receiving bills with dish network billing. I am very disappointed in the way everything was handled.

Please remove these charges from my account that was billed for services not used. Thanks you in advance for your prompt attention to this matter.
Yours truly,

Jessica b. Jordan
3390 swan drive
Douglasville, ga 30134
[protected]

If you consider using att u-verse high speed internet service... Don't bother. This is by far my worse experience with the internet provider yet. At&t charged me $129 in non-refundable installation fee. After that neither my internet not digital phone was working. After more than 6 hours on phone over two days with technical support and second visit from technician the established internet connection. After 2 weeks from installation date I still do not have digital phone (Nor traditional line). Customer service is atrocious they will keep you on line for hours, promise to call back and not to call, not to mention that any time you call you speak with technician who has no clue about your previous conversations and you have to start all over again. If you value your time and peace of mind stay away from att.

I have been a good & loyal customer of AT&T for over 7 years - great paying history. In February of 2010I, in good faith, set up a payment program with AT&T since my APR skyrocketed from 8.9% to 29.9% due to "economic conditions". Then in October of 2010, I combined all of my accounts into a Debt Management Program, Money Management International (MMI). I then cancelled my program with AT&T and set it up with MMI as I wanted to have all of my debt combined. But AT&T declined to accept the proposal.

In doing research to understand why AT&T declined the proposal, I was informed that a new regulation was created (that I guess only AT&T were aware of) between the time I cancelled the AT&T program and set up the MMI program (Oct 2-Nov 17; 1st payment was received on 11/27/10 - oh they did take the payment though!) and now I can’t have this account be placed in any program.

Now, if I had known this information when I was cancelling my program with AT&T during my conversations with the customer service rep, I would not have done so. The customer service rep did not have any idea of this as well or if she did, the information was not forthcoming. It’s not that I was cancelling my account due to non-payment or late payments or bad payments; it was because I was setting it up with my combined MMI program. I WAS STILL paying on the account!

So, due to this issue, my account is being ramped up to the 29.99% APR. Why am I being punished for a miscommunication that customers were not privy to until after the fact? This makes no sense!

I can’t understand that if I am willing to pay, wanting to pay, and have paid, but due to miscommunication by AT&T and my wanting to combine my monthly payments, that AT&T will not work with me and place my account with the debt management program.

But its amazing that I am a "good" & "loyal" customers as long as they are taking my money, but when I need answers and want assistance - their hands are tied. Really! - no one at this company can help!

I have contacted the company verbally and have written letters trying to find out why they aren't willing to work with me, but receive the smae canned answered letters from "S. Larson" and "G. Stevens" Well I pray that they will never need any help!

Bought a prepaid AT&T phone, followed activation instructions in the phone's instructions, received a text message back that activation FAILED and I should call the toll free number go to att.com/mygophone to activate. I went to the website but that webpage has no activation forms or links. The only links relating to account management is login or register. So I tried to register, the registration form asks for the phone number. Phone number? Where do I get this phone number when the new phone isn't activated and there is no number yet? Another activation step FAILED. Next step I called AT&T toll free number, the machine answers and gives two options "If it's an existing account press this", "If you want to refill your prepaid phone press that". Where is the option for activation of a new phone? After pressing every number in desperation I ended up getting transfered to a live person, I thought finally I'll get this stupid phone activated. 30 minutes on the phone and AT&T could not activate the phone themselves. They got it activated in billing system and some other system but not in some third system that makes the damn thing work. I was told to wait an hour and it would work. Well 8 hours later and phone still doesn't work. AT&T your wireless network is ###ed, your website is ###ed, and your phone support is ###ed. After googling how to activate your prepaid phone I found a link where I could enter the phones id and activate it. Funny that I had to use a search engine to find that activation page instead of being directed to that page from the text message you told me to go to. After following instruction on activation page it says success and gave me login info and phone number. Tried logging on to my new account and it says sorry this account invalid contact customer service. Phone still doesn't work. All attempts to activate the GoPhone failed. You are the worst service provider in the world AT&T!

Summary: If you have a problem, ask to be sent straight to customer retention. They are the only ones that (kind of) know what they are doing. You'll save 2 hours.
Full: First off, I was initially at fault because I got behind on my bill and my service got disconnected. But on 12/29/10, I discovered that I absolutely had to have access for work over the weekend. I'm tight on money, but decide if they can get me back on by the weekend I won't wait until payday and instead pay it right now, even though that really puts a squeeze on me.

12/29/2010 4p - call [protected] and get a VRU that takes way to long to get to a rep. I ask the rep how long it will take and she gives several options based on how I pay, but none of them are over a day. I thank her, and tell her I will pay it. After my payment is made, she then tells me that my account has been entirely disconnected and I'll have to be assigned a new account and that will take about 15 minutes. Seems kind of ridiculous, but OK. She then proceeds to ask me for all kinds of info that is already on the original account. Again, ridiculous but OK. Finally we finish up and she gives me an account ending in 9501. Then she tells me that because it's a new account# service will not be restored until tomorrow between 8a and 5p and that I would need my new account # when I restored my modem to service. Not what was promised before I made payment, but it still fits my timeline so OK. BUT - I was not expecting to need to retain anything from the call, so I didn't have anything to write with/on. She told me no problem, just call in tomorrow with my name and address and they'll give me the #. Big mistake.

12/30/2010 Call 1 - again call [protected] and get a VRU that takes way to long to get to a rep. I tell the rep the story from yesterday and he says I need to call877-722-3425.

12/30/2010 Call 2 - call above # and get a different vru. After I answer a few questions it transfers me to the vru from call 1.

12/30/2010 Call 3 - again call [protected] and get a VRU that takes way to long to get to a rep. After I give all my personal info and spend about 10 minutes with the rep, they tell me they don't have a record for me getting service. Christ. I hang up and go retrieve my old account # from my records; they've got to be able to find my new order then right?

12/30/2010 Call 4 - again call [protected] and get a VRU, etc. I give the rep my old account#, she locates me. I tell her the story from yesterday. She doesn't seem to get it. Spend over 50 minutes on the phone, back & forth, on hold for long times while she's supposedly calling other depts, finally she comes back and says shes generated a new account # for me. Then she starts asking me all the same questions the rep from yesterday asked. I said "I *told* you I already did all this yesterday. I just need the new account #". She told me there was no record of any new accounts generated and so she just made a new one, which ends in #9513. I ask her when I'll have service and she says 1/5/2011. This is now completely out of my timeline. I told her the rep yesterday said it would be today; can't she get it on today? Nope - *no way* it can be on before 1/5. I've been getting annoyed this whole time; now I'm pissed. I ask for an address where I can write to send a complaint. She hims and haws for awhile and finally says that such a thing doesn't exist but I could call "customer service" (who the hell am I talking to now?) at [protected].

12/30/2010 Call 5 - Call the 888 # and get a rep who patiently sits through my rant. First good experience, at least he *seemed* to get what had taken place, although he never really confirmed it. But alas, there's nothing he can do but transfer me to dsl "customer retention" and talk to them and try to get me a fee discount.

12/30/2010 Call 5/transfer to "customer retention" - It appears previous rep did not understand story because this woman I'm talking to now does not have the full story. She thinks the only calls I've made have been today and that I only had 1 new # generated. She calls up my "new account#" and gives me the account ending in 9501. It took her exactly 15 seconds to accomplish what the previous 90 minutes could not. I say "Can you tell me when that account was created?" Oh, looky there that account was created yesterday. Then I give here the account ending in 9513. After she brings that account up, she gets it now. She cancels out the 9513 account, but says that the 9501 account still can't be deployed until 1/4/2011. I ask her why the rep yesterday said it would be today, and I never get a direct reply to that, just "the system determines the dates". Finally she agrees to see if she can get the deployment expedited, but no promises. (That's not possible right?) Finally, satisfaction. I get a call back about 20 minutes later saying that she was successful; it will be deployed sometime in the next 24 hours. Thank you Gerry (spelling?).

Moral: (1) Maybe choose another provider. (2) Don't get behind on your bill (3) if customer service (or whoever) doesn't seem to get it, they probably don't. Escalate right away instead of bantering forever

I don't know who the hell you think you are taking bad about me! How about you give me your address and I stop by so you can talk like that to my face. You are the one that is a fraud! Anyone that wants to see paper proof of my information, I would be more than happy to send it out just to prove that ATT PRO is a lying piece of ###. I have called the FMCSA today and reported ATT PRO. My attorney is going to locate this ATT PRO and file suit. A&M Trucking is legal and still in business. A&K Transport is a business that I just started. Like I said, run your mouth to my face! Adam D. Meisinger

Our advertising rep led us to believe that by allowing them to set up a landing page for us, we would be searched through Google, Bing, and Yahoo. This isn't true. She also promised that we would receive much more traffic to our site and an increase in business as they have a dedicated staff who does nothing but monitor keywords. etc., to keep us "above the fold" on an internet search. None of this has been true. In fact, our response rates continue to decline from month to month. The money we spend through AT&T on-line advertising has been completely wasted.

I have a basic plan with my at&t uverse (nbc, cnn, travel, etc...). on this day, dec. 24 I was flipping through the channels and I landed on channel 300 at approx. 7 pm by a buzz channel. the show was called "spartacus: blood and sand" and I saw foul nudity on this program. I don't wanthbo or anything like that on my listings. I saw very explicit content and i'm disturbed by this. I would like for those kinds of channels to be terminated from television.

When I tried to buy my wife an iPhone for Christmas yesterday, the salesperson tried to make me pay an extra five hundred dollars as a sort of security deposit. When I asked why, I was told to check with AT&T's customer service phone line and then credit rating agencies. After several hours on the phone and online, I was able to get print outs of my credit report from three credit agencies. Never having seen one of these before, I don't know what is or is not supposed to be there, but none of the three showed any failure to pay bills, or legal problems. One of them states explicitly (and correctly) that I currently have no debts at all. They all show a list of companies that have made inquiries about me recently, but state that none of these would affect my credit rating. As I own a house, have had stable employment for the last 34 years, pay my bills on time, and have not borrowed or tried to borrow money for more than ten years, I can't understand why I would be denied credit for something that doesn't even involve borrowing money or any other significant risk to Apple or AT&T. Could this have something to do with my age? How can I get AT&T to tell me why they denied me credit? If I am doing something wrong, I can't fix it if I Can't find out what it is?