CALIFORNIA -- In May 2017, I paid my cellphones (Two) over the phone in the amount of $224.75. I have a AT&T account and my boyfriend has the DirecTV account. AT&T somehow placed the $224.75 toward the DirecTV account. Now, the DirecTV account is only 97.00 per month and is taken out the account per month from my bank. I called them and told them about the mistake that they made and asked them to forward the monies to my AT&T wireless account. I went back and forth with the both the whole day. AT&T said that I would have to take that matter up DirecTV, and DirecTV said that I would have to take that matter up with AT&T.
A few days later my boyfriend received a text stating that the matter was taken care of. On May 5th, 2017 the funds were taken out of my account. I didn't think anything else of it because I thought the problem was solved. In June, I called 611 because I had a payment arrange to pay 150.00, which I paid by phone. Two days later my phones were shut off... I called the 611 number from my phone and the automated voice said, that I owe $600.00!!!
I called AT&T 1800 number and they said they reversed the 224.75 back to my bank in May. I told them I never received anything and that AT&T took the money out of my account. The lady that I spoke with told me to go to my bank and get the bank statement and take it to one of the AT&T stores... which I did. I explained to the MANAGER of the store on Lakeshore in Oakland and he himself said there was a mistake. He called AT&T reps, finance departments trying to help me as much as possible. He even asked them to turn my phones back on until they solve this problem... and they did.
On July 3rd, 2017 my phones were off again... 6 days after the I was with the Manager of the Oakland store. I spoke with AT&T again today and they sent me through the runaround again. Rep told me to go to my bank again but this time have them to fax my statements with the letterhead so that they can see if they reversed the payment. The banker at my bank faxed the statements and nothing on the statements show that they reversed the payment. I then went back down to the AT&T store and no one was able to help me with this problem... again.
I then went home and went online to file a complaint when the popup chat person came on and asked me can she help me. I told her my problem and she told me to hold one minute and she sent her manager to chat with me. He then gave me the runaround saying they reversed my account. So now I'm back to stage one. I'm frustrated, I feel like AT&T stole my money out of my account and placed it on someone else account. I've been a customer since 1990. I feel like I can't do anything about this. I need help!!!
LAFOX, ILLINOIS -- The unfortunate event that sparked these conversations was that my Dad passed away on 1/31. I called AT&T about putting Dad's home phone (the number of which has been in the family for 50+ years) into vacation mode while we figured out what we were going to do. That was early February, and I didn't keep good notes as it seemed pretty straightforward. Received a bill in late February for the full amount again. Called on 3/4/17 explained the situation and was told that the phone would be put into vacation mode and that the DSL would be unaffected.
Called again on 4/3, spoke to Kevin, then Mark, and then Tamra and was told that the transaction wasn't completed because we became disconnected (from the Feb call). I was on the call, the conversation was completed successfully. Full bill again, phone not in vacation mode and was informed that DSL would be affected. I said, "Fine, put everything in vacation mode." I was assured (once again) that the account would be credited and services were in vacation mode.
On May 3rd, same thing, only spoke to Loqueshia this time. Home phone still active as was DSL. Still getting billed - no credits applied. Was instructed to pay the bill to avoid late fees, and that the account would be credited. Still nothing. Same story in June, and still no call backs as promised (from April, May or June). Ultimately my Dad isn't coming back, and I've informed AT&T again by online chat that I am done writing checks to them as truly they owe me a few hundred dollars; and that I will be taking my home phone, internet and TV service elsewhere asap. I asked that a Manager or higher reach out to me should they wish to pursue this - still nothing.
BREA, CALIFORNIA -- Roughly two months ago, I went to the Brea retail store in order to become an AT&T Wireless customer. Leydi ** was very very helpful. In my personal opinion, Leydi ** is the number one employee at the Brea retail store. When I walked into the Brea retail store around 12:30 in the afternoon on Monday, July 10th... Leydi greeted me by name. Leydi ** is truly an asset to the Brea retail store and to the AT&T Corporation. Leydi ** should be highly commended for her helpfulness and for always providing excellent customer service.
I walked into the Brea retail store around 12:30 in the afternoon on Monday, July 10th because I wanted to put myself on a lower rate plan for my cell phone service. Anthony ** patiently helped me explore all of the options that were available to me. Anthony ** should be highly commended for his helpfulness and for providing excellent customer service.
ALISO VIEJO, CALIFORNIA -- I have four devices that are no longer on contract. We have been loyal customers for over 20 years and we paid the $125 penalty per device to get out of the contract—all of which were up in 2 months. We have also paid any outstanding payments due for all of our devices. American Express has confirmed that the charges have gone through. We were sentemails regarding 3 of our 4 phones after 48 hours. One email said that there was an upgraded made within 14 days. Not True.
Another phone said that it was out of contract and didn't need to be unlocked. NotTrue...but not complaining. Another phone said that it was under contract still and payments were outstanding. NotTrue. I have called customer service, and they are not able to tell me why our phones have not been unlocked. They told me to speak to a manager in the AT&T Store in Aliso Viejo. They tried to help and then finally said that they were not allowed to help me. I cannot get through to anyone that can help me.
I have been re-routed to sales multiple times and have been hung up on. (Please know that I said nothing to warrant that kind of treatment. I believe that they were equally frustrated and just gave up.) I also was told that a manager in the Mobility Department would call me within one to two hours. It never happened. It just seems that AT&T is too big, for any reasonable customer service. It has now been over 72 hours. What am I to do?
SOUTH CAROLINA -- AT&T came to my door to sell me their DIRECTV and internet service. The guy was nice but completely misleading. He made it seem like I was getting a quote and could decide whether or not to take it later but he was actually signing me up for the service. It took me three phone calls to cancel the service and three weeks later I am still receiving phone calls, letters, and text messages about someone coming to set up the service. I didn't even have their service yet and I've had a terrible experience. I was reassured on the phone that I wouldn't be contacted again even though I have been. All I have to say is that someone had better not show up expecting to install anything.
ROGERS, ARKANSAS -- You will see that they will tell you anything you want to hear to get you to sign up for their multi-year contracts, while they have no intentions whatsoever in honoring what they told you on the phone. You will notice that they will NOT discuss anything over on-line chat, that you could hold them accountable for in the future. You will see you will be forced to call and at that point you will have no way to prove they said what they said because only them have the ability to "record this conversation for quality purposes".
AT&T Uverse, internet, phone, all service are SCAM ORGANIZATION designed and engineered to deceit and fool you into signing the contract. You may choose to ignore this warning. Go ahead if you must see for yourself (at your own expense). There is a reason why thousands of customers here have given them 1 star. Good luck.
OMAHA, NEBRASKA -- I called 1 month ago and made changes to my account, 1) cancelling a line, 2) made my account unlimited. Well I went online and paid the bill in full. Then over the weekend I kept getting text messages from AT&T saying I went over on my data. Well I was at a funeral and couldn't look into it.
After getting another text this morning I decided I'd better call. I find out they didn't make any of the changes I was guaranteed had been made. I argued with the lady I'm not gonna keep paying for a service that I'm not paying for. I'm not gonna pay for something I have called and cancelled already. All their calls are recorded yet they refuse to pull a call when it's not beneficial to them. Terrible service that overcharges you even when you cancel or make changes.
DENVER, COLORADO -- Don't ever sign for anything with AT&T. The worst customer service, they will always trick you into paying more. The bill is always more than it should be. The retail store don't know nothing about bills, they are only trained to sale devices. They don't care if you go or stay, they will always charge you for something you did not sign up for. They gave me a deal to buy one phone and get the 2nd one for free, then I paid more than $1500. The phone is S7 and they said all I need to do is pay down payment for each phone $300 and they said I will get the down payment back as soon as I get the phone.
I got the phone. I went to the retail store to get it activated, then they told me they will apply $300 to my phone bill and the other $300 I will get at as a credit in 30 month. They told me I can pay off the phone whenever I want to but the store told me I have to wait 3 month before I pay off the phone. I waited then I paid off the phone, now it's been 8 month. They are working on making me pay for 2nd phone which was buy 1 get 2nd one free. It's too much. They have been charging me too much monthly. They will trick you into things and it's never true. Please stay away from AT&T. THE WORST PHONE PROVIDER EVER.
ELMHURST, NEW YORK -- What a disappointment! AT&T was always known for their outstanding customer service which is why I have been a loyal customer for about 20 years. But lately I have been extremely dissatisfied! About 2 months ago, I decided that I was done paying so much for their services and walked into the store ready to disconnect my account, the AT&T representative gave me a different plan in order to save money. He guaranteed that I will not pay more than $131 a month (taxes and fees included)!
Well, I get my first bill and, to my surprise, it was over $200, unacceptable! I called and complained, and got my bill to what it was supposed to be, and the woman I spoke with told me that this should not happen again, my bill should not exceed $131. GREAT, so I thought, until I just saw my bill this month... Granted, it was $148 this time (not quite as much), but that's not the point.
So when I called, yet again, Alicia was not helpful at all… I know that $18 is not a big deal, and yes, I can just pay it, but that's not the point. I refuse to pay an extra $18. Alicia refused to make the adjustments, so I told her that I no longer want AT&T's services. It's so sad that a multi-billion dollar company is so hard up on $18, that they rather lose a long term customer… Needless to say, I am done with AT&T!!! That being said, what do you guys recommend? Sprint or T-Mobile?
CALIFORNIA -- Spent from 3pm to 8pm being transferred and ignored. Last person (4th call) said she would personally wait on line. While I got transferred successfully. She transferred me to a voice recording informing me that the business hours had come and gone. The condescending tone and total lack of concern was jarring. Angelica, Ramon, Bryan and whoever else I spoke to obviously come to "work" for one reason ONLY: an undeserved paycheck. (Well, maybe not Ramon, he tried). Sad.