SAN DIEGO, CALIFORNIA -- Never use AT&T! I can't tell you enough! COX, DirecTV, Time Warner are far better than AT&T. You may pay 10-20$ more, but you get amazing customer service and commitment to customers. I recently moved 4 months ago and went against my gut instincts, and went for the "cheapest" service. It was just "basic" internet right? WRONG!
I signed on for a year with AT&T. I thought I was paying a monthly fee for the modem equipment that had to be installed because there was not a hookup. That was a 150$ fee. I began my first 3 months paying 88$ for a 54$ service. This month, I forgot to pay my bill and the day after the bill was due, they canceled the service and slapped me with a 50$ re-instating fee and a late payment! I've paid over 400$ of what should be a 54$ service for "basic" internet!
I'm calling today to get the re-instating fee removed, but I've called before and they won't send you to a manager, and all they ever say is, "you're really getting the best service for the price". No I'm not! I'm so angry at myself for signing on with them. If they don't take off the last fee, I'll cancel with them, and take the beating of the cancellation fee. It would be better than having to call these people ever again.
I'm surprised they're still in business after all these years, and their loss of customers after the merge with SBC all those years ago, when I first left their services because they did the same thing 12 years ago. I hope someone sues the crap out of these people one day. It should be a crime to manipulate and play with people the way this company does.
MINNEAPOLIS, MINNESOTA -- We changed to Cricket wireless (they use AT&T towers and cost 1/2 the price) and were told that my husband's phone was paid off. We were making installment payments with interest as there was NO CHOICE to pay for it without "installment payments" with interest! That should be illegal!
When we changed the service over, we were told that the bill was paid off. I then had two more bills sent to me, saying that the bills were NOT paid off. I disputed it through my credit card company and did get the money back. However, beware, if you cancel one day into your month they will charge you for a full month (when only using one day service) without telling you! It should be illegal!
CAROL STREAM, ILLINOIS -- AT&T is happy to take my credit card information to pay for my internet bill, but they make cancelling my own account a difficult and lengthy process. I called AT&T to cancel my internet service today. The AT&T automated answer system repeatedly hung up on me. I then had to connect to a different department to speak to an actual person to be transferred to the right department (after 20 minutes of waiting).
Unfortunately, I was then unable to cancel my account because I could not verify my account using one of AT&T's three verification methods. My only other option was to call my husband at work to get his assistance (to have him call the customer service department and verify my identity). In total, I was on the phone with AT&T for over 49 minutes to cancel my account.
I am surprised that AT&T is willing to take my money, but unwilling to allow me to cancel my own account. They need to review their cancellation policy and include more options for identity verification in addition to their current policy (current policy is: remembering a four digit pin, answering a security question, or by phoning in on the original phone number).
The customer service department with AT&T is very difficult to work with and the manager I spoke with had even negatively commented on my marriage relationship in regards to why I was not wanting to call my husband at work to bother him to cancel our internet account. Very disappointing since we have been loyal and paying customers for over three years.
My husband called AT&T because our youngest daughter kept going over her data. He just wanted to add more data to her number. The lady on the phone talked him into a shared family data plan. My older daughter and I had unlimited data. She did not tell him that our unlimited plan would be cancelled. We have been careful to keep our unlimited plan for years… now it is gone. We called back within the hour, but they said it was too late! I have always felt loyal to AT&T, but I no longer trust them. Beware of their tactics!!! They will do anything possible to get you off unlimited.
MANHATTAN, NEW YORK -- "SCAM ALERT" at AT&T: 3 Times Square, Manhattan, NYC. During the month of February, AT&T was running a promotion...if you upgrade your phone, you will get a tablet. Actually, the tablet is "free", according to AT&T Customer services but the store on 3 Times Square in NYC is telling its customers that it cost a $100. The store will also lie to you, by saying, they will give you a headphone or any other equipment for free but actually, they are charging you for the equipment. Check your receipt before you leave the store...
The Sale Reps are working on commission, even though they are being paid hourly by AT&T. If you ever been to the store at: 3 Times Square in NYC, check your receipt to see what you are being charged for... They are running a "scam". And especially, watch out for the store manager **. He's rude, a bully, and have no customer service skills. AT&T is doing an investigation.
COLUMBUS, OHIO -- This company is just awful! The service itself is hands down the worst cable and internet provider there is. The technical support staff have no idea what they are talking about. The bills they send are consistently incorrect. (Always higher than you were promised, with no explanation.) The customer service representatives never have any idea what's going on and are defensive and rude. No problems are ever resolved the way they are promised. Plan on paying almost double what you planned and having service around 30 percent of the time. In the small of time your service is operational it was be very poor.
CARMEL, INDIANA -- 1. My husband passed away. He was a former employee of AT&T. He receive concession on our service until he died. I had to change the name on the account from his name to mine. However due to someone who did not know what they were doing cancelled the service and opened a new account. This caused billing problems. The loss of my husband voice on the landline. Plus reprogramming all systems cable, telephone and internet.
The cell phone is another problem. They sent me messages say that I was soon running out the time purchased via my cell phone. So I called and they added more bits. When I was taking to a representative she told me I had more than I needed and saved me $30. A month. As a senior citizen I feel I have been taken advantage of. I realize I am not at my best after taking care of my husband for two years with ALS and losing him in January. Cable companies have all the power. Giving different rates to different people in your community. It is not just AT&T. What recourse do you have?
AUSTIN, TEXAS -- My husband and I have a joint account but have been separated since November 2013. I started a transfer of service for my iPhone 4S and then my husband reported my iPhone as stolen. So, it was cut off and blacklisted. I have the proof the phone was purchased by my company under my name from Fry's and shows I activated it under AT&T the same day it was purchased. Again… MY NAME. MY COMPANY CARD with MY NAME. RECEIPT with matching IMEI number in MY NAME.
Despite the fact the IMEI number on the receipt and the iPhone matches and despite that the receipt shows I personally activated it on AT&T, they absolutely refuse to un-blacklist the phone. Effectively allowing my husband to steal property that does not belong to him while telling me they can't do anything about it.
This is supposed to be a feature that protects people from REAL thieves, but it is actually allowing someone to steal from me and AT&T just shrugs and says “oh, well?!” So, not only did they used to benefit financially from stolen phones (check for the lawsuit), they now make it legal for the morally inept to steal your phone. That is what I call customer care. I have been an AT&T customer for almost 10 years. After this, I will never use AT&T again unless they do the right thing.
HOUSTON, TEXAS -- Your customer service sucks. Everyone from your technicians to your call centers and just your overall service sucks big time! Every time you call their customer service you get into an argument with the negative types of individuals whom gravitate to customer service positions. And you can tell just by their tone which one will help you and the ones whom loves to argue because they have to speak to you and waste their precious time on their eight hour schedule.
Take my advice and get yourself another job perhaps flipping burgers and asking the most famous question: "Do you want some fries with your burger?" Instead of handling the issue, they become the problem. Take my advice, and continue doing what you do best, and collect your lousy paycheck which does not seem to pay your monthly bills! You cannot get more insulting than this level!
I would have never imagined in my wildest dreams that I would be as disappointed and dissatisfied as a consumer with ANY business as I have been with AT&T. I have had issues from the time of my contract inception in December, and have called at least 10-20 times a month since to address billing errors and discrepancies, service failures and even dishonest statements that were presented by AT&T representatives. Will explain the dishonesty, rudeness, service issues and manipulation with a few of the anecdotes that I've come along with my 4 month experience with AT&T:
Before I signed up with AT&T, I obviously compared the plan rates to my provider at the time, T-Mobile. To have my corporate discount applied, I was told I would need a code from my employer. I retrieved this code and provided it to both the AT&T representative at the Radio Shack I purchased the service from along with an AT&T representative on the phone who both explicitly stated that I would get 19% my bill.
The AT&T representative at Radio Shack calculated my phone bill with this 19% applied to the bill so that I could compare it to the deal that I was getting with AT&T. Yes, it was approximately $10 more than what I was paying with T-Mobile, but I was intrigued by the mobile to any mobile feature that I thought it was worth the go. They mentioned to me that the corporate discount would only be applied on the second cycle.
When the second cycle rolled around, there was not a 19% discount applied to my plan, but rather to a certain portion of it- leaving a discount of peanuts vs. the information I was given. I was lied to and was stuck with a significantly larger bill than what I had been promised. To make matters worse, I had to wait for the second cycle to see this manipulation take place-and by that time, your 30 day grace period is over and you're totally locked into your contract, leaving you persecuted with termination fees should you feel it's in your best interest to leave with the faulty and misleading information they have provided you with and has left you victimized.
Mind you, I had specifically asked both representatives HOW the discount would be applied and they both said on the entire bill-the representative calculated as such as well on a rough paper. Then there was issues of the signal and customer service: The signal was unbelievably poor within my home. Though I was getting signal in various other places where I use my phone, there were places I did not get good service and my home was unfortunately one of them.
I had called to complain of this issue weeks of service initiation and before I left to go overseas, but I was then introduced to the issue that somehow there was an additional line that was on my account and I spent the rest of that phone call having it addressed. After I returned, I found myself having to address this issue again and the representative I spoke to said there was nothing they could do because I was out of my 30 day grace period. It was also apparently written nowhere on the notes that I had been on the phone with a representatives for at least 20 minutes explaining the poor coverage that I was getting.
They choose what they want to write and what they don't want to write apparently, and you're left to being screwed as such. I couldn't believe the unprofessionalism I was getting with AT&T especially at this point. They did not even try to honor regarding my issue, saying that "that's too bad." They didn't even mention that there was a MicroCell available-something I was only told about as I had pursued. (Way to go, AT&T Customer Service-not only was their representatives rude but ignorant about the services they are able to provide. Guess they are well accustomed to dissatisfied customers and choose to leave it at that).
As I was fed up and just ready to cancel my service, a customer relations representative suggested that I try this MicroCell (that I had to pinch money out of my pockets for) and gave me a small discount to compensate for my trouble. I figured that if my reception issues at home were resolved, I could probably make some sort of peace with what's been going on. So wrong.
The "discounts" that I was to be provided were never reflected on my bill and I've had to call twice without any indication of it. Today, I've finally reached my threshold. Weeks after buying the MicroCell device for $299, I find myself without any sort of service at home. As a med school student, I depend on my phone at the late hours of the nights studying and discussing material with other students in various locations. Not only was I not able to do that, I was tossed around customer service till I was sent to the right one and he couldn't resolve my problem.
That's not all. There is no one to resolve my issue till Monday. From Thursday to Monday with the idea that I might be without service, and they have no concern to address it till then. So it's pretty much no one's concern that I'm lied to, screwed over, have no service, no safety net and am not in any way compensated for all the garbage that AT&T has put me through.
I feel violated on so many fronts with AT&T-they have blatantly lied to me, been rude to me, and have conned me into being locked into my contract in TWO ways. I'm so fed up and without a doubt do I believe that AT&T should release me from my contract for all the bull that they have made me endure. I'm definitely going to do all that I can to ensure that consumers are aware of this nonsense so that they think twice about signing their cell phone service away for two years.
I'm VERY regretful that I've strayed away from my cell phone provider that had been nothing but good to me. I will be contacting my congressional representatives to further detail the misleading methods in which AT&T had deceived and manipulated my situation in locking me into their contract.