50 customer reviews of att.com
View Photos
AT&T Rating
Based on 50 reviews from AT&T customers, company has accumulated an average rating of 1 stars, indicating that majority of customers are not satisfied with its service.
Overall satisfaction rating ▼
Description: Upgrade online to the latest cell phones & tablets, sign up for DIRECTV NOW, learn about AT&T Fiber, & enjoy excellent customer support & service.
Address: 75202
Web: |
|
Add contact information for AT&T
What are AT&T socials?
AT&T
reviews and rating on BBB
Review of AT&T customer complaints, rating & accreditation on Better Business Bureau
What is AT&T rating on BBB?
AT&T has A+ rating on BBB
Is AT&T BBB accredited?
AT&T is not BBB accredited
Are there any registered complaints of AT&T on BBB?
There are total 0 complaints of AT&T registered on BBB
See more AT&T information on BBB
Just waiting to finish my phone services contract with AT&T and switch to another service provider. Please don't do business with AT&T
He then explained his role as a "In-home Expert" with ATT. He said AT&T can give "Deals" to people that are not available in the ATT stores. Further more if I would trade in my, and my wife's iPhone 7ATT could give me and my wife. A new iPhone 11and he had 2 in his vehicle.
He also stated that ATT could also port over my land line phone number onto my cell phone because it happens to be a DUAL SIM phone, therefore I could cancel my land line all together and still receive calls from that old land line number. That sounded good so I took him up on his offer to bring over my, and wife's both cell phone numbers and my old land line phone number to ATT.
WHAT HE DID NOT TELL ME -Meaning, we were LIED TO!
1.He did not tell me: That in order to get this trade-in deal I had to add another line to my account. When he learned about my land line phone number he said they could port that number over to the new Iphone 11 and I could answer and make calls to and from that number as well as my old cell phone number. That would solve the problem of adding another line without TELLING ME that was mandatory to get the deal. But, since my wife had no need of another phone number on HER phone, he had to make up this story about needing to use a *bogus number to get back in the system to port her phone over from the pervious provider. He obviously knew if he told us the truth we would have never done the deal. This was an out and out lie to prevent us from knowing the truth, which would cause us to cancel the transaction then and there.
2. He did not tell me: That this plan that I signed up for, had the the Advantage Protection plan attached for both phones, costing a $40 each per mo. Was MANDITORY!
3. He did not tell me: That each phone was charged $23.34 PER PHONE (as if we were buying the phones from AT&T and it was like a monthly payment as if we were purchasing the phones) for the first 30 days or until our old phones get turned in, and even in that capacity, THOSE PHONES had to be EVALUATED as to their WORTH, which would be put against the price of our new iPhone 11's, meaning we would still possibly have to pay more money on a monthly payment to own the phones after 2 years.
4. He did not tell me: If we wanted to return the phones and cancel before the 14 day "Buyer's remorse" law in California (which he did not mention at all), that there would be a $50 "Restocking fee" PER PHONE!
5. He did not tell meThat I had to pay the TAX on the two iPhone 11's costing basically $700 each. Which was at least $108.00 Plus other activation charges. He just said that was the down payment to get started, I thought it would go against the monthly usage of the phones.
*In Home Expert installing BOGUS NUMBER on my account
Michael Skaggs the In Home Expert employee number ATTUID# MS525Q "SAID", he could not make the software function to port over my wife's phone, *******969 because he said it "Wouldn't take", and he couldn't get back into the porting software with the same phone number sohe used a bogus number to get back in so he could port her existing number over. That number was still on my wife's NEW Iphone 11, that we COULD NOT REMOVE, and that number was still on the phone when we turned it in at the local ATT store in. Later I learned from a friend who had the same exact experience with AT&Twith turning in his old phone for an iPhone 11, that in order to get the trade-in deal you have to ADD ANOTHER LINE to your account on that particular phone! Now that explains why he made up this story about needing to put a bogus number on her NEW phone (which was a dual SIM phone) to satisfy the parameter of having to add another line to our account, without telling us the truth.
WHICH MEANS: I WAS LIED TO! The "In home expert (un-named here) just added that other line to my Wife's new phone INENTIONALLY and made up this story about needing to use a different number to get into the sytem! If he told me the truth, I would have NEVER condoned going through with this transaction! And, I just had a conversation with a friend that said the same exact thing happened to him when he traded his old phone in to ATT, that ATT attached another phone number to his account without telling him directly.
In looking at my bill on line I find that that bogus number which I NEVER gave my permission to add to my accountwas listed on my wife's phone as her additional phone number, and would be costing us $45.74 a month if I haden't cancelled both cell phones with ATT on 02/04/2020 and TURNED IN both phones to the ATT store in Mission Viejo Ca.
When I called the cell phone number the salesman gave me, I left 3 messages on his voice mail, and two texts describing this and other issues. To this date he has NEVER called me back. I also got his supervisor of this also. SHE never has called me back as of 2/26/2020. What a scam they're running here!
OTHER NEGATIVE ISSUES WITH ATT
EMAIL
When I called tech support I asked "What would my new email be, since I was canceling my Cox. Net account. Tech support told me "Oh that's no problem you can keep your old email addresses. I asked how that could be possible if I didn't HAVE a Cox. Net ACCOUNT?! They said, "Don't worry you can do it, we're not sure how it works but you can keep your email addresses.
I just got an email from Cox saying all my email addresses associated with Cox would be deleted in 60 days. This statement that you can keep your existing email address permanently was, and still is an out and out lie, and all of the tech support people are telling potential customers this same lie.
I have that "@cox.net", email attached to many places that do financial processing and it's critical to have that in force, therefore I have to cancel the internet portion of ATT and reinstate Cox to prevent a lot of potential problems.
When I signed up w/ATT cell service, I had to fill out an exhaustive form, and I checked NO on Paperless Billing, NO on Autopay, and the NO on the Advantage Protection plan. I called tech support, and billing, and they told me that those choices we logged in as recorded.
THENATT sent me an email that said thank you for signing up for the Autopay, the paperless statements, and the Advantage Protection Plan. Then I called again and some tech support person said they would remove me from those things. They kept sending me emails saying, "Thanks for signing up for paperless billing etc.
I called ATT tech support again and they said, "No you DON'T' have paperless billing but ATT just sent you that email because it 's the same one they send every one". REALLY!? In accessing The Ripoff Report I find that there are about 129 complaints against ATT Wireless and many of them are for the SAME scam as this!
AT&T finally responded once I reached the office of the president. After much time. Aggravation and frustration, we determined the underlying problem, though no explanation of why this issue arose.
The underlying issue was corrected, my funds were finally credited, and AT&T provided a courtesy credit for all my troubles.
This does not change the fact that their customer service does not follow SOP, training seems lacking, and I should not have had to reach out to corporate executives to have this issue resolved.
=====
I spent an inordinate amount of time on the phone, getting shuttled from department to department, providing the requested documents as requested via the Payment Inquiry Website provided by Supervisor Alex Molina (Claim # 5307778, Incident# *******00116) during a 60-minute phone call on 3/30 which commenced at 2:00 pm ET.
I then spent 45-minutes on the phone with my bank in order to arrange for a copy of the requested copy of the Electronic Fund Transfer provided by my bank (Bank of America) to the *******@att.com email address provided by Accounts receivable Supervisor Horatio Caesar during a 45-minute phone call 4/3 which commenced at 10:55 am ET.
I have automatic payments set up through my online banking, which sends a check for more than my bill amount, to avoid any shortages based on the varying bill due to days in the month. I send this payment two weeks ahead of the due date.
On 3/13 my bank sent a payment of $155 for my March bill, due 3/27. I have attached the EFT showing you deposited my check, which my bank indicated was deposited by you on 3/21, yet I started receiving non-payment notices and termination threats. At that time, I should have had a $24.60 credit in my account.
After discussing the issue as described above, I issued a check for the $130.40, despite you having already cashed my prior check for $155.
While checking my account today, I discovered that you have now issued a bill for $282.77, still showing the $130.40 as past due, despite your now having cashed two checks totaling $288.40, and had the audacity to charge me a $9.99 late fee, despite my account being noted that a payment was already sent.
An AT&T U-verse agent will be right with you. Your place in queue is '1'.
Welcome! Thank you for being a valued AT&T customer. My name is Glenn D
How can I help you today?
Jeff: I want to cancel my account
Glenn D: Hello, Jeff. Good day.
Glenn D: I'm sorry to hear that you want to cancel your account. May I know the reason why?
Jeff: AT&T Order Number: 38P9RK4VJXXX needs to be canceled
Glenn D: I see. May I know if you are currently subscribed to Uverse service?
Jeff: Cancel Account Number: 13843XXXX
Glenn D: I can help you look into that.
Glenn D: Just to make sure I am looking at the right account, may I have the account holder's name and your 4 digit passcode, please?
Jeff: Jeffrey XXXXXXX XXXX
Glenn D: Thank you for providing the needed information.
Glenn D: I already validated your account.
Jeff: You have what you need to cancel the order and account. I appreciate your help but I have wasted too much time already to stay online any longer.
Glenn D: I do apologize for that. I'm working on your request now. Please hold for a while.
Jeff: I'm not holding any longer. I am not here for the amusement of AT&T
Glenn D: I do apologize to keep you waiting, Jeff. But when I attempt to make the change for this request on your account the system is showing I am not able to do this over the web. This may be for security reasons. You will want to call *******020 *******020 and provide your main contact number, then when prompted, say "cancel service" and you will be directed to a representative that can assist you.
Jeff: You can contact the number you gave me. I am done trying to contact AT&T. I won't be here when the technician arrives next week to install the service so it will be a waste of his/her time. I wasted over an hour yesterday with AT&T so this is it.
Glenn D: I do apologize but I am unable to make a call because we can only accommodate our customer through chat service. I'm sorry for that.
Jeff: OK then. The tech can show up next week and no one will be here. This is the last of my attempts to cancel.
Stay away from AT&T... the worst customer service and they can't even process an order properly. Supervisors can only make $99 decisions.
At 1pm AT&T were still not there, so I started calling. After getting a run around of security questions (which I had just updated the day before, but apparently they didn't save them properly) I was finally told that my ticket had been assigned to a tech, and someone should be there in 30-40 min. He also told me he was going to keep an eye on our account and would call me back with any updates. (Never called back!)
At 3:30pm we still had no internet and no information about the status of our order, so I called again. This rep told me there is a tech assigned to our ticket, and tried reaching out to the tech several times while I was on the phone with him. He told me the tech guy wasn't answering, but he left him a voicemail telling him to call me. (Never got a call from the tech!)
At 4:30pm I called again. This rep told me there's a tech assigned to your ticket and you're next on their list. (Keep in mind this is 5 1/2 hours after my appointment time!) I then had to tell the rep that we would need someone out there soon b/c we do not have access to the WiFi room in the office after 5pm. He then continually tried to change our appointment to Saturday. Even though we told him continuously that we will not have access to the room so that won't work. At that point we demanded to speak to a supervisor. I was told I would get a call back in 15-30 min.
An hour and 45 min later I got a call from Tamara, the supervisor. I explained my situation, and she looked up my account. She then told me there was not an open ticket for my account and a tech was never assigned to us. I then proceeded to ask why 3 different customer service reps had told me there was a tech assigned. She had no answer. So either she was lying to me about how techs are assigned tickets or they train their reps to lie to their customers. (Not really sure which is true here, but very unprofessional on their part!)
Because I'm not the owner of this business, I asked her for a contact number so she could talk to my boss. She tells me she doesn't have a phone number. I then ask her for an email address, to which she replies, she doesn't have one. So you're telling me that a company that provides phone service and internet service doesn't provide their supervisors with the proper resources to give good customer service to someone who has wasted hours of their day waiting on your tech.
Also, if what she said was correct and a tech was never assigned, why wouldn't you have someone reach out to your customer to let them know!
Could you imagine sitting down at a restaurant, ordering food, the waiter keeps saying the food is on the way, and then 8 hours later you're told by the manager that the order never made it to the kitchen?
I was very heated by the end of the call and threatened to cancel our service and hung up! Her response was to change our installation date to December 31,2036!
Maggie is not really good at English, so she wants to find who can speak Chinese salesman. I do not know his name, but I heard my friend to just contacted the At&t Internet Sales, which she just wants to use her business number to switch to At&t about 3 weeks ago. Since she does not know English well, and the salesman locked her number, she only can find him to solve the issue. I went to At&t store today on June 14 2018, and I heard their conversations very long time about 30 mins, and the salesman keep talking his personal life, as discussing which steak my friend will like.
AT&T were talking about half hour, and the internet salesman did not do anything to contact the activation department. I felt he tortured my friend since I consider this internet sales is sex harassment to my friend. In fact, my friend is so upset, but she hold it since she just wants to get her phone number back, which this is her business contact information. It is very important to her.
They kept talking about 45 mins, and the internet sales is still doing nothing. Later, he find anther female Chinese sales (since I do not know her name) to help my friend. However, the problem still could not solve, he locked the number that At&t store staff could not help my friend active her number. About 15 mins later, the female internet sales contact the activation department, and the staff of activation let me to find any store staff to active the locked sim.
My friend and I kept working the internet sales about 1 hour and 15 mins, and my friend needs to go restroom. You know, at&t store does not have restroom provide to customer since we should not be there long time like 1 and half hours. My friend went to Smart and Final Store to find the restroom, and the Store Staff and I kept working on the problem, and her is excellent and find out all way to unlock the sim card.
My friend went to half hour restroom. Finally, my friend went back to the store, and she told me the internet salesman call her personal cellphone again. The terrible things I never heard. The Internet sales told my friend, "no one is willing to help you unlock the number since they do not have any commission. " I do not think so, the Internet sales is a lier.
But we have to be there. It takes about half hour after my friend came back from the restroom, the Store staff helps my friend to unlock and active her number. She got back her business number. She almost cry.
It takes 2 hour in store, and she spent so many time during three weeks to talk the Internet Salesman. She is so upset and got torture from his Internet sales who is speaking the same language. I am shame on that Internet Sales. Today(June 14,2018) I heard him kept talking his personal life and call back my friend to explain that is not his fault that is the store staff does not want to help my friend. I am so upset on At&t about the customer service and disappoint on the Internet Chinese native speaker salesman. I felt he just try to approach my friend, and he is not really doing his job.
During these three weeks, my friend was torture from this situation since her phone number is locked. She had many nights, which she could not sleep at night. She is so upset and angry. For her, she only holds it. You never know, the two children Chinese mother has to make her children to survive. She is afraid to see her business phone lost. In fact, she lost a lot business because the Internet sales did the wrong thing on her. She is sex harassment by the Internet Sales, and she is torturing. I do not know how to help her, I do not know why At&t hire this bad behavior salesman, and I am so disappoint on that.
I hope At&t customer service can see these words and fix your issue. I wish At&t hire the right and professional Internet sales and return us excellent customer service in the future.
Since then I have had two convo's with reps from AT&T. I asked what were those charges for? AT&T were for "whatever" and that my monthly bill would be $255.00. I asked about the adjustment on the $400.00 & $330.00 bills... I was told that they were the bills for their services rendered and no adjustments were due. I have a letter going out to Corporate, one already sent to AARP (If they did this to us... there are more people that are trapped into this kind of deal as the buyout is $350.00) BTW, if you purchase your phones on a payment plan you will not be able to transfer your cell phones to another carrier unless you pay them off. Today I'm going to pay off the phones and I am in the process of seeing what my next step is to handle this situation. I'm thinking of going to our local news station (like NY's "7 on your side") and go nationwide. Hopefully, you will all repost this so that other's who are in this situation can come forward. And, others will stay clear away from AT&T. We as a community/country have to stop companies like this who take advantage of people, especially us seniors. The total cost, to date, is $1,049 for 3 months. In addition to what the payoff of the two phones (approx $700.00) brings the total to $1,749.00 paid in three months. When I spoke to the rep I asked her what the cell phone portion of the bill was, she gave me a figure of $176.00 (approx), that is $106.00 more than we were paying for unlimited everything with our other cellphone carrier. Please keep thins post going. Thank you and have a blessed day!
Fast forward on to my first bill, I called ATT Rewards center and told them that I hadn't received the 250 incentive for adding a line. After 2 hours of back and forward with customer service and the rewards program associate, they told me that I wouldn't get the incentive because it wasn't done online. I know is not the employee's fault because they are enforcing policy, BUT apparently I wasn't the only person with the same issue. The customer service associate after hearing me out told me that he was going to put a request for a manager to call me. Although they couldn't issue the 250 Visa Rewards card, they can check if some sort of credit could be granted on my bill. The associate said that someone was going to reach me before the end of the week. Fast forward, no one ever reached me and when I call I get a run around. I know I shouldn't be sour about 250, but ummm... the waste of time and lies kind of got to me. Everything gets swept under the rug for them. I wish there was a way in which all the customers can organize and decide in a period of a week to just moved their service elsewhere. Sadly I am stuck with them until I pay off the two new phones on my account.
OH and I traded-in my iphone 7 online, it says estimate up to $60. When they got my phone they didn't give me exact number on how much they were going to give me. They issued me a $20 reward card for that. PFFT! I rather get my phone back and sell it on ebay. My phone was in great condition, fully functional. No explanation to why I received 20 bucks.
AT&T advertised a $700 trade-in credit for my paid-off iPhone XR 64GB to upgrade to a new phone. The trade-in offer for this particular phone popped up on my AT&T app when I was going to pay the monthly bill. I followed through with the trade-in-offer link. It clearly showed that I would receive the upgrade credit of $700 for my phone and my plan. I chose iPhone 12 Pro Max for $1100 and paid the sales tax in advance on 04/09/2021. It showed that I would pay $400 over 30 months with $13.33/month in my monthly bill. Then I handed over the existing phone to the local Mountain View AT&T store on 04/23/2021 (Invoice # *******1006182).
Within the 30-days of switching the phone, I contacted and inquired about the phone and credits or return. The representatives assured me that I would get the deal, and the adjustments would be reflected in the bill in 3 cycles. However, now AT&T says that I am not eligible to receive $700 credit. The reason given is that I do not have an unlimited plan. If the app warned me of the ineligibility or prompted me to upgrade the current plan, I would not have done the trade-in for certain. On the other hand, my plan was sold back then as an unlimited plan. Before my current plan, I used to pay overuse of data, and AT&T upgraded the plan to an "unlimited plan," saying that I would not have to pay again for overuse of data. However, AT&T may have either changed or obsoleted the name of my plan and categorized it ineligible. I would not have traded in the phone if the AT&T app had shown me that my plan was ineligible or needed an upgrade.
AT&T charges the full amount of $1100 ($36.67/mo), and also got my paid-off phone, the iPhone XR 64GB (IMEI *******03339892). The worse is that AT&T charges for the phone I returned. When I call to inquire about it, then AT&T removes it, but it is another headache.
I am seeking $700 credit, which will incur $13.33/mo of charge over 30 months to my bill, for the phone I returned according to the trade-in offer. If not, I want to revert the deal to restore to the previous status because I contacted AT&T within 30-days.
One time after payment I saw on my bank statement that AT&T had double-charged me. I know it was a double charge because it was the exact same amount with change and happened at the same time, 1AM.
I called them only 2 days after the transaction when I had noticed this and explained the situation. AT&T said it should not take more than 48 hours to refund me. I look back a week later and the charge had not returned, so I called again.
This time they said there was nothing to refund because they used the money. I asked them why they would use my money instead of giving it back to me, and they just said "I don't know, it was just used." I insisted to speak to a manager and file a fraud complaint that their company had stole from me, but they kept saying they weren't allowed to speak to a manager. I was passed around to a few low level employees where nobody had any power so they could bull$#*! with me as if they were actually getting me to someone in power.
I could not even have them leave a complaint that I would never shop with them and would recommend everyone against AT&T. I have an amazing phone company with the cheapest most innovative technology and service around called Republic Wireless. I worked at Best Buy for a year. I told AT&T that they would potentially lose HUNDREDS of customers because of me. I routinely told this story in warning to others again and again and it made a real impact.
AT&T stole from me. I could have sued them in small claims court (it was under $250 thankfully). Let that sink into your head real good. A company committed FRAUD and none of their employees cared to have the courage to actually help me. I say courage because I worked in customer service 3 years and I damn well have the courage to do the right thing.
I was told numerous times there was a 30 day "NO HASSLE" satisfaction guarantee. When I realized not only had they cut off my cable phone line and changed my phone number (which I never got back because whatever AT&T did prevented the Cable company from ever getting back my number), but the bundle I agreed upon (3 Services Together) was not complete, I decided I would just stick with my Cable Company and cancel the Uverse/Direct TV incomplete bundle altogether.
It took me over 12 service representatives to get nowhere, at one point connecting me to a Spanish Speaking Operator, who then transferred me to a book store... I even tried to call back after that! When I exhausted all my options I called back the installer, who contacted his boss, who got me on the line with someone who "SAID" they cancelled my service and I would receive NO bill. I was told how to return the equipment to the UPS Store and promptly returned the equipment... that day... less than 4 hours after the failed install.
Shortly after I get a bill for $81.96 and immediately called to inquire why. I figured the bill was just automatically generated upon initial installation and was a complete mistake, boy was I wrong. I was again told I had a 30 day satisfaction guarantee and was WELL withing the time limit, they told me they took care of the balance and I THOUGHT that was the end of it...
NOPE
Got a bill the next month, called again, same situation, we are sorry we have zeroed the balance and everything was taken care of...
NOPE
Got a bill the next month, called again, same situation, we are sorry we have zeroed the balance on your account and everything was taken care of...
NOPE
Next month: FINAL notice arrives in the mail. I spoke with a Gentleman in the Credit Dispute Department at AT&T to ensure this was taken care of BEFORE it was sent into collections. He assured me he had completely taken care of the situation.
NOPE
1.5 years later, after delving into my credit what did I find? The unpaid balance from Direct TV. Funny because I never even got the Satellite installed in the first place. The only services I even had (for 2 Hours) was the UVerse Internet and Phone.
My credit score was very good, so I didn't even think there were any issues, Bought 2 new cars, no one said anything about any issues on my credit. I am in the process of buying a new home, now I find that I have an outstanding unpaid balance, of a mere $81.96. Not going to hold me back, but really AT&T? Really? How are you even still in Business, how do you keep any of your customers when you make it near impossible to even get to the right person without jumping through dozens of flaming hoops?
My experience has highlighted some completely unacceptable business practices and even worse Customer Service practices of this company. If I were you I would stay as far away from AT&T products and Services as you possibly can. They don't keep up their end of a bargain and they can't seem to fix the simplest of problems.
Shame on you AT&T, Shame:-(
But.
I was set up right from day one with AUTOPAY. Gave them my credit card, was told I'd actually get a 5.00 a month discount for doing autopay. Great.
SO today I got a rather scary text saying if I don't make a payment by. My phone would be cut off. Now everyone I know KNOWS I don't do texts. But I texted back that I was on auto pay.
Only to have that bounce because AT&T don't receive texts. Swell. They send them to me ok but I can't reply?
So off to their site I go. Contact us. as so often happens now, brings up a page of services I have to pick from. Found gophone, called, and of course get the typical voice mail from hell autobot. Now this is NOT something a pre programed thing can fix. I need a HUMAN. GOOD LUCK! Every term I could think of, "agent, customer service, person, human, BRAIN," only sent it around again with "so I may better direct your call do you want"
MY GOD WHY can't a company the size of AT@T HIRE HUMANS to pick up the PHONE! "How may I direct your call." How frigging long does that take?
I really miss that.
When nothing, (including at this point a slew of cuss words) got me past the autobot I started blabbering gibberish. FINALLY got the "I'm sorry I can't understand you let me connect you." OH HALLELUJAH!
And I was connected directly TO INDIA!
Nice girl, but could barely understand me. Seriously. LONG story but finally I got it across, if I'm on AUTO PAY WHY do I need a text. Everything will be charged monthly, I can see it on my account, stop texting. Once she got past MIS pronouncing my name, even after I corrected her, and figured out what I wanted, and apologized about a dozen times for my inconvenience. (Yea right.) Finally she put me on hold, then came back with no more texts ok? Good. Thank you. Have a nice day and I hung up.
Thought I was done but no.
Some time later, and I'm sitting right next to the phone. I got a missed call alert. Phone never rang. Some 800 number so thinking this is most likely some spam I googled the number. Guess who. AT@T.
New to using smart phones, I just wasted some time fiddling with it to be sure I actually have it set to ring. And I do. And a little while later it did ring. Same 800 number. This time I got a guy directly from INDIA who also could barely speak OR understand English.
He asked if I had stop getting texts. Now mind you, it's been like one hour since all this started. Only ever had the ONE text and hopefully the last. So I told him that. And of course he didn't understand. Asked me again if I got any contacts from AT@T. I then said well yea, my phone suddenly sent a missed call alert but never rang and it was your number. So this guy goes off on a long explanation on why I can not call their 800 number. How it does not accept incoming calls.
TWICE I had to explain to this nit wit I DID NOT CALL. YOU CALLED ME!
Then got the multitude of apologies again for my inconvenience all of which I could barely understand. GEES!
I finally lost it with him. Shouted "doesn't AT@T hire ANYONE who actually speaks ENGLISH?"
Yea I know, not really this kids fault. But still. A company who is all about COMMUNICATION should do better. I just hope this was a one time thing and I don't have to fight with them every month like I did with boost.
(believe it or not, their customer service is even worse.)
SO DO YOURSELF A BIG FAVOR AND STAY AWAY FROM AT&T
First, lets start with a fact about their "U-Verse" fiber network: Its not fiber except for some of the backbone. Customers are connected with copper cables. They promise multi-megabit bandwidth to the customer, but their backbone is badly overloaded. Most internet connections are bogged down so badly that many times they time out. The browser may report "URL not found" until you try a second or third time. Streaming videos (i. E., Netflix) will pause until enough data is received to continue, causing annoying breaks every few minutes.
Next, if the poor performance wasn't bad enough, its a world ahead of NO performance. On average, I lose ALL internet service for about 24 hours out of every week. Sometimes I get a notice online that they are about to do some repair or maintenance, and will be out of service for about 15 minutes/ "About 15 minutes" really means until the next day, and usually requires a call to their "customer service". That call is ALWAYS frustrating because "customer service" is apparently staffed by Asian high school students trained to follow an exact script. Nevermind that the same problem has occurred repeatedly and is always found to be a configuration error in their network, they *always* tell you the problem "must" be something you did in your home. Nevermind that on each of those prior occasions, they sent an AT&T tech to the house who found absolutely nothing wrong. Nevermind that service is mysteriously restored after someone finally calls the core network group who insist there are no problems with the network... Uhuh... If we are to believe customer service or the field technicians, they cannot contact the core network group to find out what they did to restore service. Against the rules.
Finally, there is the whole contract thing and the AT&T acquisition of DirecTV to offer a bundled service. The "bundle" consists of an AT&T contract for internet, and a **separate** contract with DirecTV for television. AT&T installed their cable, and DirecTV was to show up two weeks later. Except they didn't show up and the tech lied and said he was onsite. So I called, and they got a tech to actually show up. Then they said my location couldn't receive satellite signals. Another lie - I ended up calling DISH network, who installed their satellite service the next day. DirecTV cancelled their contract, but I was stuck with AT&T because *that* was separate! Adding insult to injury, this makes AT&T even higher priced, and it was already the most costly.
AT&T does ONE thing right as far as I can tell: they make a point of grading their field service based on customer reviews. The result is that the field service people do everything possible to help the customer in a professional and courteous manner. Unfortunately, since the real problems are in the backbone core network, and the field service are not allowed to contact the group responsible, there is little they can do to improve the abysmal service.
It is particularly galling that I cannot get honest answers from AT&T. I have spent 30+ years as a technical consultant to our government and a few allied nations, focused mainly on network communications. I have been the chief troubleshooter for several global networks and can diagnose many problems with a little factual data. But AT&T hides behind glossy marketing fluff and false promises. Instead of fixing problems, they merely deny them. I should have expected that their commercial service would be no different than their government service, with which I am all too familiar.
BOTTOM LINE: If you have a choice, choose another network provider. No matter how good the promises made by AT&T sound to you, know that you will be sorry if you sign any contract.
SO I upgraded my account due to At&t having a promotion buy one 11pro max iPhone get one iPhone 11 free and also added 2 lines to my contract so for that rep advised I will get another iphone8 free. So I then received only 2 devices the iPhone 11 and the iPhone 8 but missing the iPhone 11 pro max so after a few days I called At&t to find what was the delay then I get that according to their records I never ordered it mean while that was the main reason of me upgrading my account and rep told me oh in order to get the deal you will have to re do the order pay taxes again and return the first order so I am like great you guys screwed up but then I have to pay twice so I agreed and paid for corrected order and the rep was specific that when the corrected order arrive to send back the original order so that the account match so it was just what I did. I sent both devices back on as the rep told me to do to find out until this day AT&T have not received the devices and they have been returned since October 2019. I have proof receipts tracking information photos I even contacted their 3rd party warehouse where supposedly they process the return devices and when I called the first time they advice me they received the devices and gave me a Newgistics website to track the information they provided me so I did and it shows that they processed and received the devices mean while every time I call At&t including OFFICE OF THE PRESIDENT CUSTOMER CARE due to me filing for a dispute the rep there still not being helpful and basically told me well we cant find the device so we have to charge you SO UNPROFESSIONAL! How I did my job as a loyal customer for over 10 years and some how am I being held accountable for devices that between the post office and At&t warehouse lost then they want to now charge me for it Obsoletely unbelievable and for those customers that are having issues I highly recommend to report At&t to the BBB and proceed with Legal actions. How a multibillionaire company try to steel from middle class customer and pretty much call you a liar over the phone when you have all of the proof that the devices were return. REPORT THEM TO BBB! Would love to have a word with the At&t president CEO!
A while ago, AT&T told me to check if my phone was going to be retired when AT&T sunset their 3G network and said that if it was, they'd send me a "similar" replacement phone that would work on the new network. Mine wasn't on the list and is a 4G phone, so I didn't think it would be retired. They sent me a replacement phone anyway, and, last week, activated it automatically and deactivated my current phone. It turns out the new phone is worth 25% of my current phone, charges on micro USB instead of USB-C, has 25% of the storage, 1/3rd of the RAM, four fewer megapixels on its camera, and 500 fewer mAh on its battery. The other day, the website was down, so I figured I'd swing by an AT&T store quickly while I was out to either get a proper replacement or get my old phone reactivated; the replacement's non-WiFi internet and hotspot were also borked.
11a: I head to AT&T store on University.
Customer Service Representative (dialogue paraphrased for brevity): Oh, it looks like they thought you'd already activated a new phone. *fixes internet/hotspot issue* I can't help you with the 3G sunsetting issue, but a corporate store can. [Falsehood #1]
Me: Where's the closest corporate store?
CSR: Fitchburg. [Falsehood #2]
12p: I head to the Fitchburg AT&T store.
CSR: I can't help you. Call support.
Support [after ~15 minutes on hold and ~35 minutes of them "checking my phone"]: You can go to any store and get any new phone for free. [Falsehood #3]
Me: Really? I'm at a store right now. Can you say that again so we can both hear?
Support: The store should give you any new phone free. [Falsehood #4. (Even though it's the same one twice, the CSR didn't speak up until Support was off the phone, so I'm counting it.)]
CSR: I can't give you a free new phone, but a corporate store can. [Falsehood #5]
Me: I thought this was a corporate store?
CSR: No, the closest one is by West Towne Mall.
1:30p: I head to West Towne Mall AT&T store.
CSR: You can choose one of three phones: a flip phone, a similarly bad Android phone, or a slightly less terrible iPhone that's still not as good as your old phone. [Falsehood #6]
Me: I'll take the iPhone, even though I strongly prefer Android phones.
CSR: We don't have one in stock, and can't give you our display model; if we mail you one, we won't be able to discount it. [Falsehood #7] *calls Washington Ave store twice, but they don't pick up* Drive to the E Washington Ave store to see if they have it in stock.
2:30p: I arrive at E Washington Ave store.
CSR: We don't have one in stock, and even if we did, we couldn't give it to you because we aren't allowed to discount iPhones unless we mail them. [Falsehood #8]
Me: Really? I was told the opposite.
CSR: If you don't believe me, call Support.
Me: I believe you believe you, but I think Support's going to tell me something different.
CSR: I won't talk to Support for you.
CSR2: I'll call support and CSR'll tell them on speaker with you that we can only mail discounted iPhones so we can sort this out. [Falsehood #9]
Support Robot: It will be 30 minutes.
CSR: *disappears*
Support [<30 minutes later]: Can I help you?
Me: WTM CSR says I can only get an iPhone in store, and EWA CSR says I can only get one mailed to me. Help?
Support: Really? Can I talk to EWA CSR?
Me: Sure. *looks for CSR in back room*
CSR: You can't be here!
CSR2: *tells Support that no one can give me any replacement at all, misgendering me the whole time* [Falsehood #10]
Support: I can't give you a replacement.
CSR2: We're done with Support.
Me: So what do I do now?
CSR2: Call Support.
3:20p: I call Support.
Support: I can waive your upgrade fee and give you $300 off a new phone. [Falsehood #11]
Me: Okay, what phones can I get?
Support: A $600 iPhone. Or you can buy a new Android phone at full price, but we'll still waive the arbitrary $40 upgrade fee. As a favor.
Me: That still sounds like you're bricking my phone to get more money out of me. Is there an option that doesn't involve paying for the privilege of continuing to use a phone of similar quality to my current phone?
Support: I can't reactivate your old phone, but a store can. [Falsehood #12] It'll still be bricked in February though.
4:20-4:40p: at the Fitchburg AT&T store
CSR: *tries doing that, but it doesn't work* Sorry, mate, you're SoL.
I know it cant be just me that feels like AT&T are being bullied by AT&Ts Direct TV unit into paying a bill for service not received.
I wonder if this falls under the label, Exploitation of the Elderly?
Im not talking a lot of money here, its around $82. Multiply that by millions of victims! This obviously is not about the money but the principal. Do the corporate execs look at the way their middle management and on down are handling their business? Thing is I have been an AT&T customer since 1981 when I first moved to Florida! Thats what, 37 YEARS as an ATT customer? I have never, ever missed a payment. I have used ATT for house phone, wireless phone as well as internet and TV and purchased many ATT phones. You could say I have been a loyal customer. My reward for such loyalty? ATT is in the process of ruining my exemplary credit rating. It appears they want to SHOW ME whos the BIG BOSS and all for the sake of $82. How, Why read on.
So, besides being your normal everyday GREEDY CORPORATE PIGS there's this:
We were moving to another home 30 miles away. We called AT&T / Direct TV to cancel our TV & Internet accounts (March 26th 2018). We received confirmation of cancellation and were instructed via email to. Take your receivers, modem and remotes with you... and also told verbally to take the large and small Genie boxes so that the technician could install them. At this time we had asked if Direct TV was available in the 8 storey condo building we were moving to and they assured us yes, there would be no problem as they had checked to ensure service. We were given a date of Thursday 29th March for a technician to come out and get our TV set up and re-connected with a four hour window of 12pm-4pm. I drove the 35 miles and waited for the tech. Six hours later he had not arrived. I had called several times after the initial 4 hours was up and was told that the tech had showed up at our old address! They asked to re-schedule for 2 days later on Saturday 31st March 2018. I drove 70 mile round trip again, I waited, and waited. No show again! When I called to find out why, I am asked, could you be there tomorrow (SUNDAY!) April 1st from 12pm-4pm?
(I wondered about April Fools day too). So they say third times a charm. It is now Sunday 1st and the tech shows up, Yaaaaay! Then, after 5 minutes, he tells me that he cannot get me connected to Direct TV because our side of the building did not have Line of Site or a clear way through from their satellite dish to their communications satellite or whatever!
Sorry, he says, only the South side condos are able to have Direct TV.
Oh Joy! So now the tech tells me that I will need to get my genies and remotes etc sent back to Direct TV and that I would be getting information telling me how to do this. Well, Monday, Tuesday and Wednesday come and go, nothing so I find out on line where I need to ship the ATT equipment and the following day April the 4th I ship them via Fedex. (Yes I have receipts). I have all the receipts, confirmations, bills, statements etc. I need for court if this is where it goes. ATT / Direct TV gave this debt to a collection agency which I believe is a direct attempt to ruin my credit. In fact they sent me a letter stating in part that this may seriously affect your credit rating. WITHOUT DOING A THING TO MAKE SURE THIS WAS A VALID CLAIM.
Thats the BULLYING part that just makes me nauseous
I believe that ATT / Direct TV does not give a damn about anything except for MONEY, MONEY and more MONEY no matter who they hurt doing so.
It seems AT&T is run by your typical Exceedingly Greedy Corporate Executives.
Nice job AT&T / Direct TV Directors! Are you feeling good now?
You're day is coming!
Your day is surely coming..
After three months, I wasn't receiving the credit to my bill for the second phone. I called customer service, who could not explain what the problem was. AT&T credited my account for some of what I was owed, then assured me the problem would be fixed the next month. When I received the next bill, the problem had not been fixed, so I called again. This went on for 7 months (two of which I made while abroad). Each time I called, I spent an average of an hour on the phone with customer service; each time with the same result: some kind of credit to my account followed by the promise that it would be resolved.
Finally, in January of 2019, I called customer service once again and was told rather rudely (after I got a little belligerent myself) that I actually did not qualify for the BOGO because I had moved from Cricket.
At this point, I went to the store where I first made the purchase to talk with the manager. I naively intended to give the phone back, but was told that I couldn't because it was used, and was now locked in to a phone purchase to which I had unwittingly committed. But the manager assured me that she could get the BOGO credit to apply to my account.
In February, it hadn't applied, so I went back; the manager said she'd check on it. In March, it hadn't applied; nor in April or in May. I returned one last time in May of 2019, when the manager told me that because I hadn't qualified for the BOGO initially, there was nothing she could do. This IN SPITE OF THE FACT that it was her associate who misled me (whether intentional or not).
I'll admit I'm fortunate that I received as many credits that I did for a program I didn't qualify for. But this was not my mistake: I was assured that I qualified and then, after A YEAR had passed, was finally told a mistake had been made and that there was nothing to do about it. So either I was lied to to make a sale, or the associate did not have all the information that he needed, and AT&T refuses to make it right.
Once these phones are paid off, I plan to never do business with AT&T again.
After using the AT&T website (successfully) today, to add some features to my home phone service, I tried to find a way to ask the question, "Why do some people I call see "caller ID blocked," instead of my name and number?" (I don't have blocking on my account.) After trying very hard to follow the on-screen instructions exactly, to get to a tech support person for a "chat" about this, I found myself stuck in a loop, required to log in again and again.
Abandoning the website, I tried the 800 number, found myself in phone-menu Hell, and (after finding no option that met my needs) discovered that the menu offers no option of the type "just let me talk to a human being, PLEASE!" (If you fail to select one of the menu options offered, or press "0" in desperation, you'll just be kicked back to the beginning of the top menu.)
Exasperated, I went to the corporate part of the website to find the name and address of someone to whom I could write a letter of complaint. I found none. Searching the Internet for "at&t complaint" and similar combinations, I found a mountain of complaints posted, plus an interesting report that, if you write the CEO of AT&T with your complaint, your letter will be forwarded automatically to the legal department, which will send you a "cease-and-desist" letter threatening legal action if you persist.
AT&T's attitude of "man the barricades!--the customers are coming!" is a striking contrast to that of another phone company, which not only posted its corporate address and CEO name on its website, but quickly responded to my letter of complaint (directed to the CEO), and actually had company officials (plural) call me, for further details.
The most infuriating part of my experience with AT&T was the badly-designed website. If AT&T wants to avoid payroll costs by routing all inquiries to a computer, AT&T should at least have a really user-friendly website, with instructions that can be easily followed by the average consumer. (Hey, I have 30 years professional experience in IT, and even I couldn't make the website work!) And, most important of all, the website should have a "fall-back" option: some way to ask a human being what to do next, either via chat or email. The failure of AT&T to provide this last option, on either website or phone menu, should be a red flag for consumers, and--dare I say it?--to investors, as well, since indifference to the basic needs of consumers is not a good sign for the long-term health of the company.
I was told my phone was turned on the day after the order was placed on December 3,2019. I am an electrician for a living. I checked the incoming line in the house for voltage and no power was found. I then proceeded to the back of the house and opened up the AT&T box and found that no landline was ever installed from the pole to my house. I called CS and kept being transferred until I reached Andrew in San Diego in CS. He was most helpful and tried hard to get this resolved. He apologized numerous times for AT&T dropping the ball. I stayed on the phone with him for 2.5 hours as he worked to get the mess straightened out. He had to cancel the business phone and enter a new order for the new residential home landline phone. He double checked everything before placing the order and assured me that the phone would be installed today, Thursday, December 19,2019, by 8:00 PM and I would have a dial tone before they left, and an account summary would be mailed to my home within 5 days of placing the order. I waited all day today for a serviceman to call or come to install my new phone service losing pay to do so. No one ever called or showed up. I called CS again only to be told the office is now closed. I checked my order number online and found my phone service is now scheduled to be installed on December 30,2019.
I explained the urgency of having this phone installed to at least a dozen AT&T CS reps on recorded lines each time including the original Universal Sales Agent William Bolster who placed the order for the business phone. I needed this phone installed ASAP. I informed them all that I needed paperwork of the transaction or a bill showing my account information so my Son could be paroled from prison on 1/2/20. The paperwork has to be submitted to his parole agent by mail to prove that the phone was installed without any of the services the State will not allow. After creating an online AT&T account and looking up my order number I found that I was given every service I instructed him I COULD NOT HAVE, I tried calling him and left messages with his colleagues numerous times to call me. He never ever returned my call. I ended up contacting Customer Service and had to start the whole order all over again it was so messed up. Now I see online that my new installation date has been changed and is scheduled for 12/30/19. My son will now have to stay incarcerated for another month due to the incompetence of AT&T. Thank you so much, AT&T for all your BS.
I'm going to talk to a lawyer to see what can be done about this. It has definitely caused a major hardship with my Son at the top of the list. Lost wages for myself waiting for servicemen to install, spending a total of 10 to 12 hours on the phone, being lied to that residential landlines were not available in my area and then installing a business landline and charged an additional $77 a month for a business phone that was never installed, charged for services I DID NOT want, broken installation promises, the list goes on.
My bill was paid within hours after it was posted online. They billed me with no details listed on my bill other than the charges for the month. It said on my online bill that details would follow. I still have not been refunded any money for paying my bill for a business phone that was never installed. No way to run a business.:(
I sent an email to AT&T CEO Randall Stephenson at *******@att.com on 12/20/19 to request help with this matter after spending another hour on the phone with Customer Service with yet another customer service rep with nothing resolved. I requested to speak with her AT&T Customer Service Manager Nikki Slater and was waiting to speak with Nikki Slater when my call was transferred to yet another CS rep that had no clue of anything again and left to start explaining all over AGAIN! No notes were entered on my account for anything, not even the name of the Customer Service rep that placed my second order. I ended the phone call by leaving my personal cell phone number again and requested someone to be in contact with me. To date, no contact or staus has been provided from anyone as of 12:46 PM, December 20,2019
I also tried calling CEO Mr. Stephenson's Secretary at Ph. *******401 to see if I could speak with him in person. When calling my call was answered by a series of beeps, and then the call would end without being able to speak with anyone or even leave a message. I can't even get any help from the AT&T CEO regarding this matter it seems. AT&T has the worst Customer Support of any business I have ever had to work with. Try to leave a bad review on the Customer Service forum. I bet you can't. I tried.:(
Do yourself a favor, and take your business somewhere else. What a nightmare for my family... It is still ongoing with no end in sight.
Scott S.
Irrespective of this extra effort that I as a customer took with the AT&T representative, to my dismay and frustration the transaction was completely botched. After realizing, I attempted numerous times again to contact AT&T and have the incorrect information corrected. However, upon speaking with another AT&T representative who could not provide any solutions to the problem that AT&T caused. I was transferred to a number that disconnected me completely from the call. So, I did not receive any support nor answer from AT&T with regards to the issue AT&T had created initially with my transaction. It is clear to me that the AT&T staff, management and potentially its entire workforce is utterly INCOMPETENT. The staff lacks the knowledge and ability to listen to a customer and properly address and find a solution to a customers needs. Whatever training is being provided or lack thereof, the AT&T staff (specifically that of their front line staff and management team) functions more as scripted, robotic responses that appear to appease versus truly listening and addressing a customers' needs.
So the simple task of entering shipping details (and getting that set of information correct mind you) is beyond and outside the scope of comprehension of AT&T customer support representatives. This is UTTERLY UNACCEPTABLE, especially in a virtual world. Based on this HORRID EXPERIENCE, where I am still in the process of personally trying to resolve the issue on my own, because I was told by the AT&T representative that I, the customer will have to resolve the matter on my own as there was nothing further AT&T could do considering the issue began and continues to be perpetuated by AT&T.
Therefore, CEO John T. Stankey, either you are not aware of what is fully happening on the ground within your organization or you are oblivious to the reality of your customer pain points. I STRONGLY SUGGEST THAT YOU FIX YOUR PEOPLE AND YOUR PROCESS! As this is one customer who has been with AT&T for over 10 years, who has had it with this level of incompetent service and I am certain there are numerous customers like myself who will switch over to your competitors.
A landline used to mean you had a phone that would work when all the electricity went out, and you could call somebody for help. Now, we are hearing more and more that landlines are being dismantled in favor of fiber-optic systems. AT&T has been trying for a few years to get us to dump our landline for U-Verse. We have refused because U-Verse doesn't stay on during storms and blackouts.
Over the last 25 years, AT&T has double-billed us, charged us for calls we didn't make, and left us on hold for hours any time we called customer service. AT&T have never refunded the money they stole from us. Despite all that, we kept the landline. But this week may be the last, not because we don't want a landline, but because AT&T may have screwed us for the last time.
On May 11,2015, our telephone was tapped, and we cannot make or receive calls. We know the number and location of the people who did it. We told AT&T this information. They ran our line and assured us this could never happen. But we still do not have service, and it's been more than two days. We have to use precious cell phone minutes to make business calls. (Thank God for Sprint.) Today, AT&T left an automated message saying our line is clear, but it isn't. When I tried to call them to let them know the line was dead, they put me through to an automated service--no live human voice, no "five-star" representatives. LYING A$$HOLES.
AT&T doesn't give a damn that somebody hacked into our phone line. All they want to do is sell us a U-Verse bundle. Are these people crazy? Do they really think that after we've spent thousands of dollars and had our phone hacked, we would spend a single penny on ANY service they have to offer? The answer is NOOOOOO!
STAY AWAY from AT&T. Send them the message that talking on tin cans connected to a string would be a better way of communication than paying premium prices for this crappy company. Sprint is offering us a good deal that isn't as reliable as a landline, but costs much less, has better customer service, and works far better than the mess that Reagan created. If we don't get satisfaction from AT&T after this criminal activity, we will dump the old telephone company forever, waving a lawsuit at them as we go.
I have attached pictures of my calls. Such an unprofessional way to treat customers.
Let me add they have now put the 4 device insurance back on my account. I only have 2 devices. This was done with out concent for the second time.
Received bill for May 15th to June 14th showing a total of $197.99 due. On June 21st called and talked to Angelique. She said only notes in the system were to upgrade Directv to Premium. Nothing in their notes about matching Time Warner Cable and the price. I had Angelique cancel billing to our credit card. She would follow up and added notes that I would cancel if not resolved. She said it would be taken higher up and to expect a call back.
No return call so on June 26th I called again and originally talked to Angel explaining all of the above. She said it takes 7 days to get the recording of my March 18th call and would request it. She transferred me to her supervisor Steven. He offered to lower the bill by $22. I told him that was not good enough as that is not the price I was given on March 18th. He transferred me to the customer loyalty group. I talked to Alex I.D. number AJ006F. She reviewed the account and suggested we go with the Entertainment package plus the sports package for the Directv portion of the bill. This would be $63 for TV, plus $30 internet, and $9.99 phone for a total of $102.99 plus tax. She then confirmed she would issue a $60 credit on the current bill gave me an internal confirmation number of R*******798. I then sent in payment minus the $60 credit.
July 6th I received an email that I owed $60. I called and talked to Benjamin I. D # BY554F. He said the credit was put on the Directv portion of my account so I actually did not owe anything. He confirmed my new charge is $102.00 plus tax. He advised he was also adding another $25 credit for the inconvenience.
Today 7/25/2017 I received my new bill which showed the $25 credit but did not show the $60 credit and included a late payment charge of $9 on July 8!
I called and talked to Nikita I.D.# 300951. She initially said the late charge was because I did not send in the previous bill amount of $197.99 since I deducted the $60 credit and only sent $137.99. She said I should have paid the full amount and the $60 credit would have shown up in one to three billing cycles. I told her that was not acceptable. She put me on a brief hold and came back and said she could give me a credit of $44 which was the past due $35 plus the $9 late charge. I asked what happened to the $60 credit that she said was on the account but not yet issued and she said the $44 was all she could do right now. I asked again what about the $60 credit, and after about 30 seconds of dead air, I was disconnected. I still have not received a call back even though I was asked at the beginning of the call what phone number AT&T could reach me. I told her it was on file and she had the phone number for the account. It has been over an hour since I "instant messaged" on this facebook page that Nikita should call me back. 30 minutes since my 2nd instant message and no response either to my instant message or phone call.