AT&T
Reviews and Complaints

I signed up for AT&T internet through Costco. I was unable to install it myself, so a tech came out. It would require rewiring and the tech could not do the rewiring. I returned the equipment to him and said to cancel the service. He said he would. Two weeks later I'm still receiving bills. I called AT&T and cancelled the service again. I was assured that there would be no charge on my account. I continued to receive bills. I called AT&T again and cancelled again and was assured there would be no charges on my account. I was also told to call their dispute department; I was given a non-working number; I called three times and it was a non-working number. By this time I had already spent several hours dealing with this, I just gave up and disputed the charge on my credit card. To date, AT&T has not responded to the dispute and has sent me another bill for services I NEVER received and cancelled three times.

We have been without the use of our land line since July 27, 2022. I have called many time to try to get a resolution and so have our neighbors. The person on the line keeping telling us we have a problem but can cannot give us an update. One neighbor called they told her she needed to talk to the manager and hung up. We have had att for all of our 56 years married and never had this problem. We have cell phones but we have to go outside to get service. Thank you

I ordered ATT U-Verse internet service in March 2022 via internet order (I have full documentation for everything.) I was offered 4 incentive/rebate cards totaling $450 - what a great deal and reason to try Att. I received 4 emails in a week detailing how to ‘claim’ my cards, which I responded to. I received more emails acknowledging my completion of the steps. I received one card for $50. I called, spoke to about 6 people over two hours, offering complete and full ATT documentation, and was told the other three cards would be received after the first bill was paid. As of August 26, 2022 I have paid all bills on time, and still no cards. After about 2.5 hours today and multiple transfers, I was told they ‘cannot give me the rebates because it’s too late/over 120 days.’ So, I asked for a remedy for the $400 owed to me, such as an account credit, or they can cancel my service and I will go with a competitor. The 6th person or so I spoke to rudely chose to lose my business. I am very disappointed in ATT. This company seems to lack integrity.

#ATT

#ATTUVERSE

6 most ago they conned me into a business account for internet only at 3 times what other companies charge due to our countryside location. It sucks! Up, down, up, down... They "throttle" it to death. Don't even bother to call them, the business account department contact number is with trump's classified papers in florida! By the time you have repeated the same account #, phone #, pin# & name 6 times to 6 different people you have rightfully earned a place in heaven. Do not sign with them, they don't care if you can't run your business on a daily basis... They don't lose money like you did yesterday!

Due to the installation of the AT&T Fiberoptic lines, we have incurred much damage and destruction as well as astronomical bills from our Water Company and our Plumber and we need this matter resolved. We have been going back and forth since day one. When the AT&T hired contractors started this process earlier this year, it has been one big catastrophe after another. It first started when the conduits or pedestals were put in. The contractors hit our water line causing a disruption in our water service. I had to take time off my job to contact the water department to come out to restore my service only to be told that the contractors who dug the trench in my yard causing the disruption. That was the first mishap...Fast forward to June 23, I get a knock on my door from the Water department stating that our line was hit causing our water to continuously run for about 3 days. They had to shut my water off to keep us from incurring an astronomical water bill. We had to go without water until we could get a plumber out to determine what happened and find out where the problem originated. Our plumber had to contact "The Locators" to come out and mark with different colors where all the lines where so that the plumber could dig to repair our lines. During all this time, of course, we still have no water. Because I work from home, this was an extreme inconvenience. Once the plumbers found the culprit, it was also discovered that our sprinkler system was busted in the process. In order for us to even get our water services restored, our plumber had to fix the culprit and completely repair our inground sprinkler system resulting in our having to pay $2000.00 for something we never authorized from the beginning. No one informed us that this was going to take place or how our home was chosen for this process. My husband and I are the consumers and we feel that we have been totally railroaded and caught between something that is an ongoing problem. We now have two astronomical water bills that we are having to make arrangements to pay due to all the other expenses from this unfortunate incident.

I went to the Tomball TX store, 08/21/2022 located on 2920 and spoke with Chris about upgrading my sons cell phone. He spoke to use about a faster internet and direct tv. When he was entering my information he pulled up my old last name Kyzar and I told him my new name is silva. He explained I qualified for a discount as a new Mexico state university employee and I just needed to upload my offer letter or paystub. I attempted to upload my letter and received an error message my last name did match the last name on file with AT&T. I called customer service who told me I needed to contact the store since they scanned my legal drivers lic into the system with the last name Silva and that I could not change my name for two weeks nor would I receive the discount. I called the store who said I had to come in which meant another 30 min drive one direction. The store called me back and said the manager could do the name change. I uploaded the documents again and still the system would not accept my last name. I sent an email to the department on the email asking for help. Today, 08/22/2022 a rep came to my home upgraded my internet and was great. A few minutes later a woman from AT&T arrived to check on the service from the Technician. She told me to call [protected] and ask for loyalty. I qualified for a 25% discount on my cell lines because I streamed other services and had internet. I call and spoke with Lusian who continued to yawn over and over during the call . in the middle of the call. After nearly 30 minutes of the run around he came back and told me I needed to contact uverse. I asked for a customer service number or email to send a formal complaint he refused to provide the number and continue to tell me I needed my uverse account or internet account. I am behind upset and angry that no one seems to respect my time or feel I need to be treated as a valued customer. I want to know how to get my issue resolved and Lusian needs to be looked at and the call with me reviewed. The call was in appropriate on so many levels.

I closed my ATT Uverse business account on 11/12/21.

I have a ATT Equipment Return Receipt with a return reference number.

I received a call today from a collection agency.

I have called twice to talk to a rep at ATT with the reference number and the call back in January (17, 2022) said that that should take care of everything. Was on the phone today and they said I still owned 159.38 for the Gateway. Got the run around and hung up after being connected to the third person and on the phone for 2 hours. I see that this has happened to quite a few people. To I need to report this o get anybody to resolve this! I don't understand I have a piece of paper that proves that I returned it. But yet nobody has ever asked me to fax or email this paper.

I signed up for a phone and service from Sam's Club at the end of May, and they told me that it would be mailed, and that I had 14 days from when I got service to change my mind. After receiving it, I could not get it set up, so I took it back to them twice — by this time it was the start of June, and they could not get the service totally working either. I had also discovered, upon receiving it, that it still had someone else's information on it, and the charge cord was left out, so it was a used phone, not the new phone I was promised. I took it to someone I knew at Best Buy on June 15th, and he was finally able to initiate the designated email setting (without which the phone would work properly.) To the time I finally told them that I had been patient enough, and was cancelling the service, I never received a single phone call — I could call out, but it would not allow calls in. I called AT &T numerous times, but received no help at all. They told me that I had 14 days from the time I turned the phone on — not the 14 days from receiving service, as I was told before I paid for it. On July 4th, I spoke to someone at AT &T customer service, who said his name was Rev — I had him spell it — who told me that he was sorry to lose me, but agreed that I had been very patient the numerous times I kept asking them to get the service started, and agreed to send me a box to return the phone. Since then, they have denied this time after time. Finally, on August 3rd, I offered a compromise that, if they sent me a charge cord, and dropped the service charge, I would pay for the phone. This was agreed to, but a week later, I called about it, and they told me the offer was rejected. I feel that I have been abundantly more than patient, but by now I am done, and want to return the phone as agreed and pay them not one dime for the lousy service.

Wireless store at&t erie pa buffalo rd shut off iphone service I week time andshut watch phone used service week one week of service called buffalo rd said come in fixed it next week no service phone used probly bad broke us them nom service $345 phone $ () plus dollar owed 90$ plus monthly no restart from at&t no why what wrong answer da still today 2021 ssn169585688 want not my fault zero dollar owed dission

I have tried for over a year to reset my password on my Bellsouth account. Att refuses to do so. Today, I lost another ATT email account and have tried resetting my password multiple times. I have answered my security questions and yes, I did answer them correctly because my answers were written down. I have had my accounts for over 20 years and I am now unable to regain my accounts back. All my work went through my Bellsouth account and I no longer have access. This will cost me a job because I used the Bellsouth email for call backs. Att has the worse customer service.

I have had this issue since Jan?  I have always paid my bill online, and never had a problem until this year which started in Jan and is still happening.  I only sign in once a month to pay my bill.  I go to pay my bill due in Feb, and I get the message saying, I have unsuccessfully tried logging in too many times so I am locked out from logging in. Try to reset my password and I can't.  Have to call to get a temporary password to sign in.  Then I reset my password only to get the same message again the next time I login.  I have had to call to reset my password every month.  I was always told its my problem and not a problem with AT&T's system.  I have gotten so many different reasons why this keeps happening.  One cock and bull story I got from one of your female support agents was that the system will only accept a password that is a fruit, which was a damn lie.  Another female told me that I needed to sign in at least once a week to keep my account active, which was another lie.  This happened to me again on Saturday 08/13.  I did not get the above message.  Instead I got the message when I went to reset my password that my account details could not be found, which I even got last month.  I just found out that this has been happening not just to me.  I just found out that the AT&T techs have been aware of this issue back when it started.  Why did you keep us in the dark, and not notify us that this problem was your system screwing up?  This really makes me angry, and I think I am going to bring this attention to the Better Business Bureau.  This is no way to treat your customers.  From what I was told this time is that the techs have no idea when this issue is going to be fixed.  I do not like paying my bills by phone which I had to do last month. I am sick and tired when I to go to pay my bill, I spend at least an hour on the phone. The previous month I was on the phone for more than 2 &1/2 hours. As a matter of fact this bill is still showing pass due. I asked if there is going to be some kind of restitution, answer NO. I am one angry AT&T customer.

Account: [protected], [protected] Phone damaged in April. Put

order in for a new phone w/ internet price $2 month and phone

was in stock. A day after order placed the phone went on two

month back order. Called AT&T and rep advised to add add'l line

to get a newer phone than ordered and that the phone would be

free and wireless bill would decrease. New phone arrived with no

return package, bill went up about $100 and my phone was

continuously sending me an alert to update it to add new number.

Called AT&T again in early June when I realized the bill was not

going back down to normal levels. During this call the following

changes took place: 1) Removed 4th line and reset wireless

services back to what it was in April. I was told all charges would

be reversed and credited. 2) Had a box sent to me to return the

damaged phone in back to AT&T. 3) Removed personal hot spot

from 2 phone lines (I only wanted it on one line to begin with and

apparently had been paying this charge for a while) 4)

Disconnected U-Verse and moved to Direct TV Stream. 5) Set up

Combined Billing 6) Signed up for auto pay I made a payment on

my wireless account in June for Jul - Aug and saw first autopay

deduction on Jul 18. The first autopay deduction was much higher

than I had expected and it also: 1) did not reflect payment made

to wireless for same services period 2) did not include credits for

increased wireless fees as a result of new line addition 3) did not

include credit for U-verse disconnection prepaid services 4)

included a late fee I've called AT&T 5+ times and online chat to

address the double billing and missing credits. Each time I call I

am transferred from dept to dept. with no resolution. Not a single

person at the company can look across my AT&T billing accounts

and help me.

ATT did not notify us and kept the monthly fees increases secret, they billed us with the increased fees. I've called multiple times, waited 2 hours each time on the phone, support gets F++, support is rude, and knowingly they lie to customers. They have ignored and deny-ed as if they don't know about it, I am my waiting for my refund. How can I get my hard earned $151.79 back from the dishonest ATT business practices ? please help.

I could not be in more disagreement with the 5 star reviews of this company and store.

So my wife and I had to move our account from Verizon after 20 years just to get coverage at our very rural address. We went to the store and were helped by a great young lady who takes none of the blame for what happened except she made a mistake due to the assistant manager being on the job 1 day and the store manager stopping answering texts about what to do. We wanted to upgrade our phones due to the great trade in credits. My wife’s went through without a hitch, but mine because it had to be “preordered” didn’t get keyed right, (nobody working knew how to preorder on a trade in credit) and so we were told to come back tomorrow and it would get fixed. I went back and the manager said I can’t repair the mistake, (even though it’s admitted it’s their mistake), let’s call corporate and they can do it. Well corporate tells them “There is nobody in the company that can fix that mistake, sorry, they don’t get to participate in the upgrade credits. Basically buy the whole phone (1799.00) or wait 90 days and then MAYBE they can upgrade and get phone credits, but if its over, too bad for them…..have a nice day and thanks for using AT&T!”

So lets get a run down:

1) I can’t trade my phone in unless I pay 1799 and toss my 1 year old phone, getting nothing for it.

2) Or…..Pay 598 today, give them my phone, and then pay installments of 150 until I get to 1799 (and be without a phone till the preorder ships no idea when it will) again tossing my old phone.

3) Or, Wait 90 days and they will “review” my account for phone upgrades and decide if I have permission to upgrade my phone possibly without credits for my phone AGAIN.

4) But, in either case…had it been keyed right in the “flow” I would have gotten FULL 1000 credits for my old phone, plus an upgrade, plus an installment plan on $30 a month to finish the last 799.

SO I leave and call AT&T myself since I am an Operations manager and a business consultant to see if I could get an answer. They told me exactly the above and said NO PERSON inside AT&T had the power to override or fix it…..all the way to VPs cant change this….its even beyond the SVP of Customer service. If the store makes a mistake, sorry customers, nobody can make it right or give credits. You can’t even start over and do it right the second time……you are just stuck.

Now I find that hard to believe as a senior operations manger and director of business development. In the 26 years I have been a leader I can tell you that there Is nothing that can’t be corrected….until now with AT&T. A simple keystroke can’t be erased or a do over given. (Man….hope you guys don’t accidently hit the wrong key and shut down the network and the TOC or NOC……never get it to come back on and you guys will have to hang out they for rent sign.)

Anyway, I told them I would post a bad review and do EVERYTHING in my power and tell ANYONE who will listen to try and cost them more than the 598 credit they can’t give me (or at least just let me start over and get the upgrade credits), and, I will make sure that I send emails to EVERYONE I work with, (it’s a fortune 5 company, not 500, 5) and everyone who comes to me for business development to NOT under ANY circumstances us AT&T. They said basically I have a right to do that, but they still wont help. Ok by me but if I can cost them 5000 in new revenue, (not much), but still enough to make my point of their stupidity in not keeping the customer promise valid.

And too the young lady that helped me, I am not mad at you, you are not at fault keep it up and get that boy into college!

1970 complaints 641 resolved 1329 unresolved

Doubt this will get resolved with those numbers.

After 30 years with AT&T, they cannot even let me set up my 88 year old Mother with a autopay for her prepaid phone if I don't have her 4 digit code. I spoke to over 6 representatives going from agent to supervisor to manager and no one could do a 4 digit code override. I even asked them to put her phone on my account and I will pay for it but no... not without her 4 digit code. She doesn't remember her code. At the end they just lied to me and only took money for 1 month payment and told me they would set it up as autopay. Disgusting to let her sit around without anyway to call 911.

Anyone have any suggestion on a good company that provide good service?

I have called customer service 8 times the last time &/26/22 I spoke to a supervisor her name is Ann I have her employee number I have 1 TV and wish to return the equipment to the 2nd TV and they tell me a box and return label will be at my home in 3-5 business days I've been waiting since May and still have not received it. 8 different customer service agents can't do their job. My account number is [protected]. I hope you can resolve this issue my contract is up with you this month. Jeannie Luckert email address [protected]@att.net

On July 26, 2022, I requested service for my Direct TV account, the service person was at my home preparing to fix my tv issue, when an AT&T mobile representative arrived at my home and let himself in my house along with the Direct TV service person, I did not request mobile service and the representative was out of place by entering my house uninvited. At that point the AT&T rep began a pressure sales pitch and proceeded to request we sit down at my dining room table and discuss it. Unfortunately the rep talked me into switching my mobile service over to AT&T. He also quoted a fee of $90 a month for service. I kept asking him to repeat that figure because I thought it was too good to be true, he repeated it several times. My first bill from AT&T says after the first month bill the ongoing fee will be $205.48. After getting me to sign a form which he said was just to show that he was at my home, he then started a sales pitch to my housekeeper who was at my home to clean, that was totally rude. At some point, I did not see he took my previous provider Sim card out of my phone and inserted AT&T Sim card and did not tell me, he also kept my previous Sim card. At a later date I heard from my previous provider with a large closing bill because I was still paying for my mobile phone to them. I realized at that point I needed to cancel with AT&T which was very difficult to get a real person on the phone or Internet to do this request. I was in the process of going back to my previous provider but before the transaction was effective AT&T disconnected me and I was without cell phone service for three days because the transaction could not be processed, AT&T Sim card was still in my phone and the representative had my previous Sim card. This entire experience had completely disrupted my life and caused me much grief.

Technician hooked up service to a new customer and in the process somehow disconnected mine. This happened on Friday afternoon and they are saying it will be Monday or later to get it fixed. I rely on this service for my livelihood and have scheduled meetings through the weekend. The online service rep was rude and disconnected me. Someone named Marc is all I have to go on.

Very unprofessional think I'll take my business elsewhere

Terrible customer service...the guy named "Jacob" (he didn't want to give his name to me) that answered the phone when I was transferred to him just sit on the phone, saying nothing for a long time. When I spoke to make sure he was still on the phone, he said just a minute please...well I had waited over an hour dealing with AT&T in total, being transferred to here and there, just trying to get someone to assist me with my bill. Called again and still the same thing happened with another one of AT&T representatives. After being told to hold on, I waited and asked if she was still on, no answer. This does not make sense. I felt as if nobody cared to help me or was bothered I even called. I spoke to about 5 different people and was transferred several times. Of the 5, there were two that was terrible and has caused me to want to leave and change providers. The others listened and explained things and didn't just leave me on the line with no explanation. I honestly believed the two I spoke with were not working on my account but doing something different because they could have explained what they were doing to help me and not just left me with no explanation. "Jacob" didn't want to give me his last name which makes me feel he knew how he handled the call was not appropriate. I could barely hear him as he mumbled when he took the call. I have hearing loss, but I do have hearing aids, so I asked him to repeat himself. I didn't have an issue with the other representatives that spoke to me prior to him. Not sure if he was mad, he had to take my call or aggravated I couldn't hear. Either way, it was so inappropriate how he handled my call.

I will be transferring my service to Verizon as soon as possible. This has been a terrible experience and do not recommend anyone using AT&T. Hopefully, AT&T will look into this kind of customer service, or many more people will leave.

ATT installed some fiberoptic lines in our neighborhood. My house is on a corner, so they ran the lines at right angles on my property. In doing so, the contractor broke several irrigation lines and cut some control wiring. I was referred to the contractor's warranty company. I was assigned a claim number [protected]-01.

After some time, the warranty crew came out and would only install grass in the areas where the contractor dug holes. The grass died in about half of my front yard, but they would not replace the damages.

Before the warranty crew came out, I hired an irrigation company to make the repairs. They worked a full two days to locate all of the broken pipes and the irrigation control wires. They even had to replace the controller because of the damaged wires. As a result, I had to run my irrigation as much as 4 times a day in an effort to save my yard. The water bill alone amounted to approximately $300/ month for two to three months.

Neither the warranty crew nor Sedgwick will answer my phone calls, emails, or text messages to discuss the damages. The irrigation restoration damage cost about $1,550, plus I am now having the grass replaced on my own for over $800. The aggravation of trying to connect with anyone to even discuss this matter.