AT&T Mobility - Page 3

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2.0 out of 5, based on 2 ratings and
30 reviews & complaints.

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Forced Cancellation And Nonpayment Of Promised Reimbursement
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Purchased iPhone for $500 in 2007. Was assured by AT&T out-of-town location serviceable by them. Sale of iPhone conditioned upon this information. Rec'd letter from AT&T our cell phone service to be cancelled on 11/10/08 because contract between AT&T and ComCast (who was the true service provider -- undisclosed to customer) cancelled their contract. Called number provided in letter and was told by customer representative they would reimburse for iPhone and would not be charged termination of contract fee. Received bill for 11/03/08 - 12/02/08 for $535.14, including $375.28 for termination fee.

Spoke with AT&T customer service supervisor who iterated the bill was in error and 'promised' reimbursement of iPhone cost. Another 'supervisor' called few days later and said no monies for iPhone and charge of $165 due and corrected bill would be mailed. Had no more communication nor billing from AT&T until collection agency called today threatening legal action unless payment of $195 bill. (AT&T for the past year plus automatically deducted our monthly payment from our charge acct. Why not for the amt. owing?)

I believe AT&T should prorate the cost of my iPhone which I cannot use any longer and had to buy new phones; $30 collection fees as we had no updated/corrected bill nor communication w/ AT&T about final charge other than $535.14; and that we should not be charged for service provided for the month of Nov. since service was terminated on Nov. 10. Have been good customers and paid top dollar for AT&T service -- never late payment.

AT&T should have had the courtesy to notify us of the amount we owed and when; made an effort to pay something toward iPhone that is now useless.
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NickL11354 on 01/11/2009:
sell your iphone on Craigslist. You can easily get between $500 - $800 and it will sell within hours of posting it.
Anonymous on 01/11/2009:
Or you could have your iPhone unlocked and use it with your new carrier.
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Changed My Billing Plan Without Telling Me!
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We moved cross-country last year but kept the old phone numbers to allow family and friends an easier transition. But after a year, we decided to get local cell phone numbers to help establish us locally. We walked into an AT&T Mobility store and a nice guy behind the counter did his magic with the customer service reps on the phone. After 20 minutes, he handed us new SIM cards and a note on each with the new phone numbers.

What he didn't tell us is the problem:

1. They changed our billing plan. We now have 50 more minutes a month. No problem with this.
2. We lost a corporate discount. I now have to apply for the discount again. There's a problem with that!
3. We are now being billed in advanced instead of arrears! Problem with that! Double billed this month without warning! In this day of $4+ gas what I don't need to do is scramble for more money.

After 4 phone calls to AT&T, I still don't have the discount, I can't be put back on billing in arrears, but I did get $140 credit on my account. Be warned if you've been an AT&T customer for years, they will change your account without telling you if you change ANYTHING on your account, perhaps even something as simple as your address.

I'm not sure about the rest of you. But I'm sick of having to spend hours and hours on the phone to right the wrongs of poor customer service inflicted upon my life.
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AT&T Changed My Contract And Charged Termination Fee For Canceling 2 Days Early
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I received a letter from AT&T stating that effective July 7, 2008 I would be charged for text/instant messaging. The fee would be 20cents /call or $20/mo for an unlimited plan. I called AT&T and spoke to a "Chris". He told me that my contract would expire on July 12, 2008 and they would not offer the free text/instant messaging any longer. To me, that is breaking the contract that I had with them. The AT&T billing statement for July indicated I had $29.20 credit.
On July 10th I bought a phone from Verizon, believing that AT&T had broken my contract and were now charging me for what was a free service, and ported my old number over.

On July 24, 2008 I received a statement from AT&T charging me $175.00 Early Termination Fee because I terminated my contract 2 days early! I again called AT&T and spoke to a "Chris" and he said that because I had switched to a new carrier, there was nothing he could do and there was no one that I could speak to.

I would like AT&T to remove the Termination Fee and refund me the $29.20.
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Hugh_Jorgen on 07/24/2008:
There's probably not much you can do at this point. You might feel they broke their contract, but I will bet if you read the fine print on the agreement you signed they have the right to change the terms of the pricing agreement with proper notice.
bigboxworker on 07/24/2008:
Every carrier I have signed on with states that they can change the terms at any point and most carriers don't even guarantee to provide you with service if you read the fine print. Although you feel that they breached your contract, you did however cancel your contract with them by switching to Verizon therefore you are liable for the ECF.
Anonymous on 07/24/2008:
Unfortunately you made an assumption that AT&T broke the contract by changing the terms. You should have called and inquired before porting your # to Verizon. Should they waive the fee? Maybe, but you didn't fulfill the contract length and you went to a competitor - they're not going to budge on this.
msnanny on 07/24/2008:
Why oh why could you not wait 2 more days? It seems that your impulsivness cost you $175.
tnchuck100 on 07/24/2008:
Most cellular contracts have a provision that in essence states if they make a material change (this IS a material change) in the contract you have the right to cancel without penalty.

Mary, I would suggest you review your specific contract with AT&T. If you find wording similar to what I have just described FIGHT them. They will bully you, become a thorn in their side until they abide by their contract. FIGHT!
madconsumer on 07/25/2008:
you are sol.
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AT&T Does Not Love You
Posted by on
NOVATO, CALIFORNIA -- Our phone went dead on Sunday, which is inconvenient since my husband is very ill & the phone is a necessity. Entered complaint via email & neighbor called AT&T repair. Called AT&T repair repeatedly on cell phone, finally got a live voice. I repeated that my husband is very ill. They put a "Priority" on my complaint & 2 days later a tech who was scheduled to arrive between 8&10 am, showed showed at 3 pm, spent an hour, couldn't repair it & needed to refer this to a "Specialist." As they explained it, the glitch is in the AT&T cable.

In other words it is AT&T's problem! Today is Wednesday, AT&T tells me they will have it repaired maybe in two days. AT&T is the phone company and their phone service & phone repair is horrendous. Remember, if AT&T loved us, they would take better care of us.

I am switching to Comcast.
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Anonymous on 07/16/2008:
"I am switching to Comcast." OUCH!

I know it must suck to be without a phone,at least your neighbors are cool and let you use theirs.Hopefully AT&T will have you back up and running soon

Good Luck!
Anonymous on 07/16/2008:
I have had AT&T for five years now, and my home phone has been fixed for static in the line six times. My email function doesn't work properly. They told me they'd give me a ten dollar a month credit for six months to keep me...then didn't. I think switching is a good idea. I am going to on the 29th of this month...and I will save $15 a month.
madconsumer on 07/16/2008:
you will ove comcast!! I do.

as long as your cell phone is working, your issue is not detrimental to the well being of anyone.
dan gordon on 07/16/2008:
so when the power goes out and comcast goes offline and you lose your phone service, will you still love them? Or how about when the promo pricing ends on the phone service and your bill gets jacked up? Remember the love till we read the complaint in 6 months or whenever.
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Installation and unable to talk to someone at company
Posted by on
BOYNTON BEACH, FLORIDA -- Order phone & DSL, given date to install. Never showed up.Had email confirmation. Called, said would be there following week. When I tried phone, so much static I couldn't' hear. Called them on my cell phone. Took one hour to finally get to talk to someone who could help me. Told me they had no order for DSL. I told them to cancel the whole order. Now they are billing me for services I never had. Again I can't get to talk to someone who can help me. They put you from one person to the other and each one says "I'm sorry I'm not the one who can help you but I will transfer you to someone that can".

After 6 transfers, and how many minutes on your cell phone, you feel "is there anyone there that knows what they are doing". My next response will be to the FCC.
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Warning: International Roaming with iPhone
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WARNING: If you are an AT&T iPhone subscriber, be advised that if you roam to Canada (and quite likely other countries), apps on your phone will automatically rack up hundreds of dollars PER DAY in wireless internet usage.
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msnanny on 12/28/2010:
That's why it has a data roaming OFF selection.
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Posted by on
After paying $200 for an LG Xenon mobile phone returned it because of a malfunction. AT&T then sends a "REFURBISHED" replacement that I could purchased for around $75-85. What happened to the $115 difference? And I have returned the refurbished phones several times and still am not satisfied with the product!!
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NanS123 on 06/08/2010:
Cell companies generally always send out refurbished phones on warranty exchanges. While it may not seem fair if you recently got you phone, they all do the same thing.
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Good Support
Posted by on
Tried to reconfigure my settings on my cell and apparently messed something up. Went to my local AT&T store explained the problem (would not ring). They worked for several minutes and were unable to fix and gave me the tech support number to call (OH NO!!:(.

Got home and called. 'Course got the "you will be helped when available" line :(....less than 3 minutes later a guy named Brian answered, listened to my problem, said wait a minute, and got it taken care of.

Thanks AT&T. :)Good job.
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Anonymous on 05/21/2009:
Wow they do not suck that bad after all. (VH)
Anonymous on 05/21/2009:
I've always experienced good customer service with AT&T. Good review
madconsumer on 05/21/2009:
I love my AT&T services!

great review.

very helpful.
BokiBean on 05/21/2009:
Hey nice! I'm shocked and pleasantly surprised!
Ponie on 05/21/2009:
Glad you took the time to write a complimentary review. Had that happened to me, it probably would have been because I forgot to charge it. I'm so technologically challenged. Few years back, my Sis and her family were visiting me. We went to church Sunday morning. After the priest gave his usual greeting he made the announcement that all cell phones were to be turned off. I looked at my niece with my deer in the headlights look. She quickly grabbed my phone out of my jacket pocket and headed for the vestibule to turn it off. The priest said: 'Now, that's a good girl.' I turned a deep shade of crimson. Whenever I get a new phone now, turning it off is the first thing I learn on it. VH
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Poor Customer Relations
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We have had wireless service with this company for 5 years. For the first two years, our bill was incorrect every month and we would call to have things corrected (usually requiring adding credits on their part). In January of 2005, we noticed they had dropped our secondary line out of the Family Plan and were charging us roaming and "other charges". They were asked then to add the phone. The phone showed up on our statement as part of the plan, but on their computer, they continued to bill us roaming and "other charges".

They owe us in excess of $300 but will not credit or reimburse us the money as we did not dispute all claims within 100 days in writing.

Of course, they have us over a barrell because it's written in fine print somewhere, but they are unethical as they say it's the customer's responsibility to review the bill each month to "catch" their errors.
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poppapia on 06/22/2007:
Remember, this is the "new" AT&T.
cadydid on 06/22/2007:
How is it that they are unethical for saying that it is the customer's responsibility to review their bill monthly? Do you review your credit card steatements evey month? I know most people do.. I don't see the difference. Besides if you know there is a problem wouldn't that make you want to review it?
waldropsal on 06/23/2007:
Sorry Cady, unethical probably is the wrong word, maybe unprofessional might be better. We don't review credit card statements because we are debt free and don't use credit cards...we pay all bills every month. Unfortunately, I was naive enough to trust a company to follow through with what they said they would do. Just wanted to let people know that may be they should be more careful than we.
We have an 18 page combined bill with phone, internet, wireless, and cable service...I have a master's degree in counseling, and if you can make sense of this bill with all of the hidden costs, you're a smarter woman than I.
cadydid on 06/23/2007:
I couldn't asgree with you more.. Unprofessional is a better term and it describes them to a "t". We got the bundles package ( cell, land line,satellite. I knew the minute our "new " cell phones arrived, there was going to be trouble. They were refurbished phones, not new as promised. The guaranteed service at my house.. that was false... it stopped 3 mils from my house. We turned the phones back in less than 10 days.. and went will Alltel and they are the best.

In regards to the bill, I look at the opening page and if somthing seems amiss (which it did once.. they tried charging me for the cell service when it had been cancelled), I then look at it in detail, other than that my husband is the one that goes over it since he pays that bill. I think they make the bill as confusing as possible to discourage people from going over it, hoping to get away with anything they can.
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E-mail service by AT&T
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CALIFORNIA -- Many times I've carefully composed letters and when I hit the "SEND" button ... AT&T flashes a note on the screen that says : APPENDING MESSAGE FAILED...RETURN TO PREVIOUS PAGE, which means my carefully composed letter is LOST. When I use their member services to complain they send me a "generic" reply which is of no use.
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Sparticus on 05/17/2007:
Switch to Google's gmail ( It is free and very reliable. Plus they have a great spam filter...
Anonymous on 05/17/2007:
One explanation for the message is your mailbox is full or near full. Suggestions are to empty the trash and spam folders. Online mail does have a storage limit and it's possible you are reaching the quota.
Sparticus on 05/17/2007:
Another reason to use Google's email! They basically offer limitless email storage... or at least they keep increasing your storage capacity... I've never deleted an email I am always hovering around 10% capacity...
*Brenda* on 05/17/2007:
I just use hotmail. You get 2gb with them.

And, I'm sure you've already started doing this, but if you keep having problems copy and paste it into word before you hit send. That way you don't lose the whole thing.
geldagirl on 05/18/2007:
I do appreciate your advice, Sparticus, PassingBy, and Brenda. Yes, Brenda, I have learned to "save" messages to my word processor. Then copy/paste to my hotmail address rather than try yet again to "send" through AT&T. I guess you can tell I'm not computer savvy...the language eludes me. PassingBy you are correct about me having reached the limit of storage...I guess "sent" mail (saved) uses up bytes, too, right? And Sparticus thanks for offering help!
Many thanks to each of you! geldagirl
Sparticus on 05/18/2007:
You are welcome!
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