AT&T Wireless - Page 3

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1.2 out of 5, based on 63 ratings and
214 reviews & complaints.

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Trickery and Dishonesty Is Their Motto
Posted by on
Rating: 1/51
KOKOMO, INDIANA -- I have been with AT&T since 2008. Every time I have an issue they always fight me on it. The people in the store and customer service always contradict each other. The store will tell you one thing and make promises then the corporation will go against it. I went to the store when the port on my Blackberry stopped working. I was under warranty. The store inspected my phone and said it was no fault of my own. They noted the phone was fine and said I would be issued a new one. They called customer service who started the process but said it could have no scratches. I told them the phone had a small scratch on the screen. They argued but finally said they would honor what the store documented (that the phone was fine).

I sent the phone in and they sent me a bill for $500 stating I sent in a faulty phone because of the scratch. I was on the phone with them for over an hour before they finally honored the original promise (that I was upfront with from the beginning). Another incident I had was when I wanted to switch from a post pay to a prepay service because it was cheaper. I went in and they changed it over. I paid for the unlimited text, messaging and data plan (on my blackberry) and was unable to use data unless on wi-fi and unable to use e-mail completely. I was able to use both fine before I switched. I went back and they said their SMARTPHONE PLAN did not work with blackberries (even though it counts as a smart phone). They did not tell me this BEFORE I switched and would not compensate me afterwards.

The store projects an attitude of helpfulness but do not tell you everything upfront and will not do anything when issues arise afterwards. They will also put you on more expensive plans automatically if they can slip it in even though it is not what you want or need. When I first got a smart phone and added data I did not need much and wanted the most basic plan. They automatically put me on the data plan that was 2 notches above what I wanted. They never asked which plan I wanted and made it sound like they gave me the basic one. They later stated that they just assumed what I wanted based on what is "most common." Not very individualized service. I was able to get a back credit for this as I was far from using that amount of data they gave me or the limit on the smallest plan. I will be finding something new, I am sick of this.
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Rude CS. Unfair Billing Practices.
Posted by on
Rating: 1/51
REDMOND, WASHINGTON -- Below is my CS experience with AT&T on-line account help. They were unhelpful and rude. Generally, I don't understand why I can't use the phone I purchased myself for what it was made - telephoning. instead I'm forced to pay for data services that I don't want. There has to be grounds for court action in there somewhere. Anyhow, wouldn't recommend them and am switching asap myself.

igor: and the fact that the phone doesn't work on your data network frequencies doesn't matter?

Sean Greene : You would be the first customer I have heard to have issues

igor: that doesn't really answer my question

igor: if frequencies of my phone don't match your 4G network frequencies properly, then it won't work

igor: my phone is not an AT&T brand phone

Sean Greene : I understand you believe that

igor: ?

Sean Greene : There is nothing I can do about removing the data plan from your line it is required for all smartphones

Sean Greene : That is policy set by ATT

igor: is it also AT&T policy to imply that your customer is stupid and thereby be rude to them? Do you have a manager I can speak to?

Sean Greene : I have not implied you are stupid at all

igor: OK. can you please answer my question

Sean Greene : You are looking for an exception to get you out of your contract and I am explaining there is no such loophole

igor: this was my question: igor: is it also AT&T policy to imply that your customer is stupid and thereby be rude to them? Do you have a manager I can speak to?

Sean Greene : All smartphones on the AT&T network require a data plan to be present

Sean Greene : I have not been rude to you at all

igor: I'd like to speak to your manager

Sean Greene : One moment Igor

One moment while I transfer the chat to 'Margaret Moss'.

Welcome! You are now chatting with 'Margaret Moss'
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AT&T Worse Customer Service and Day Light Robbery.
Posted by on
Rating: 1/51
DAYTON, OHIO -- I moved from Wisconsin to Ohio and transferred my AT&T service because I still was under contract. For some reason AT&T was double billing me. They said the one who did my transfer was supposed to have initiated a cancellation in a certain section of their system and he did not do that. Then my question was why do I have to suffer because of their employee oversight?

It took me more than 6 calls of 30 minutes each of waiting time to at last get a reasonable person in that company to help me even that they still stole my $20.00 the other 5 were very rude and insulting. Well, I don't blame them. They have the monopoly so can do whatever they want. I tell you, straight talk of Walmart fame( with all due respect) gives services that is 500 times better than this so call five star at and t company. They are a bunch of thieves and very rude. If you have another option please do not use them. I used to even own their shares but out of good conscience I dumped it because they are evil.
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Slimjim on 01/21/2013:
We've had similar and even more bizarre incompetence from AT&T with our business account. They've managed to screw even the simplest of things completely up. It amazes me still how different the service you get with AT&T is compared to what you think you would get from the oldest, most recognized phone carrier.
At Your Service on 01/22/2013:
I've found the easiest way to handle this is to place the issue in writing and include it with a standard check. I then place an endorsement contract on the back of the check. When the check lands in the payment office, they handle the issue without me needing to waist so much time on the phone.

It really works. I've done this with a couple of companies and it's cleared things up, saving my time and sanity.
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Rude and Not Accommodating
Posted by on
Rating: 1/51
SAN DIEGO, CALIFORNIA -- To start with, AT&T is one company that does not care about its customers at all. This company only cares about its billion dollar profit/year and not realizing that the customers is who made them that billion dollar. I have my home land line, 4 business land lines, 3 cell phones and 1 DSL service with AT&T. At my business, on a busy Saturday morning 12/15/201 I called repair service to fix a down business line that is connected to a credit card machine. The automated service took 5 minuets to report the problem which is the responsibility of AT&T because it is outside the building.
I also pay a monthly wiring service fee for insurance for the inside of the building just in case. The Automated service gave me a date of Monday 12/17/12 afternoon to fix the problem. It took me 15 minuets to get through to someone to talk to and to ask to expedite the service. 30 minuets later, I got an automated call that they will not be taking care of the problem till Monday afternoon. I called the "expediting center" and it took me 10 minuets to get through to a "manager" who I begged to send someone out because I have a retail business and we are also open on Sunday. Her simple "NO" answer was so cold and rude that this person should not work in customer service let alone be a MANAGER. As a result, I lost $1000 in sales but AT&T saved $25 by not sending a technician to fix the problem. That is really sad. AT&T try to get it.....
AT&T, You have many complaints all the time in all of the services you provide, yet you don't do anything about them. The customer can take so much before the go somewhere else. This is business 101. As for me it is time to go somewhere else.
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bcd on 12/16/2012:
Why were you unable to plug the credit card terminal into another phone line or use the backup system by calling in the sales?
goldencheers7 on 12/16/2012:
We have 2 lines for this location, one for credit card processing and the other for phone orders.That's why we could not plug the credit card machine into the other line.
bcd on 12/17/2012:
I’m baffled as to why you didn’t utilize the touch-tone or voice verification backup systems (available 24/7 to all credit card merchants) via cell phone. It costs more and is inconvenient but it is a better option than losing sales.
goldencheers7 on 12/19/2012:
We are a fast pace retail food business and using that kind of a procedure does not work. We will have angry customers instead.
Unhappy with ATT too on 12/26/2012:
I just had a horrible customer service experience with AT and T myself. I have been with them since 2008 and I am having some issues with money. They used to be quite helpful in extending help with getting your bill up to date but no more!! Greed has apparently hit them! I had asked for an extension to pay my bill in full a few days ago, I was only given FOUR additional days..yeah right most people get paid every other week. So I called them again the day the bill was due asking if I could just get a few more days extension. Like I said I have had an account since 2008 ...I was berated and told I had not made a payment since late Oct(it's now Dec.) and I had no right to ask for more days. The first person was going to give me two more days but when I asked for more, she switch me over to an incredibly RUDE manager who yelled at me and told me if I do not pay my bill by midnight tonight they are shutting off my cable. When I told her maybe I needed to go to Comcast she told me that would be a good idea! Boy I wouldn't want that woman working for my company!!
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What a joke
Posted by on
Rating: 1/51
WESTERVILLE, OHIO -- I moved from CA back to OH and while in transit my apartment offered me two choices for cable/internet. Either Insight or AT&T. I never heard of Insight so I chose AT&T since it had been years since the last time I used any portion of their network and figured they had to have gotten better, right? No. First, they setup my installation but never installed because the installer kept saying my address didn't exist, this took three weeks! When the initial installer came to my house on a Friday, my "order" was put in as internet only nothing for my cable, nice... The installer had to call the office and have it added, he was at my house for three hours. Second, their customer service "after hours" is subcontracted either to a different country or need to educate their staff because I couldn't for the life of me understand the person I was speaking with. They had to repeat everything over and over again and didn't know what to do with an "older" TV, when I say older we are talking about a 5 year old TV. I was told I would get a new remote in the mail, since they "thought" that was the reason and never received it. Third, they forget to tell their customers when you sign up that you're in a contract. So if you terminate the service you are subject to an early termination fee of about 150.00 I've been with Cox Communications for years and NEVER had to worry about this ever. I will add I moved 12 times and did not have an early termination fee. Fourth, when trying to terminate they are EXTREMELY rude. I've had nothing but issues with this company and can't for the life of me understand how they are still able to treat their customers with such disrespect, utterly disgusting and will not use again.
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AT&T's Worst Customer Service
Posted by on
Rating: 1/51
SAN JOSE, CALIFORNIA -- I'm a new AT&T customer and just paid and got my TV and Internet bundle. I had got my Gateway modem day before and struggling since then to install it, curious to know why AT&T lets people take the installation pain when all other providers do hassle free home installation.

Firstly, the sales team seems to be really pro-active giving 4-5 calls a day trying to make sure I don't evade to another provider but once the sale is done they disappear and the installation customer service jumps in which is fantastic at making customers wait for long times in the calls, not responding to calls in the customer center and giving no responsibility answers.

Today my AT&T Gateway modem was not getting installed and always getting red light and I tried with another telephone port and same issue, and then I calle customer care to see if the problem can be resolved now she says it cannot be resolved and that a service personnel will be at my home between then and 4pm which is a 5 hour time window so indirectly stating that my Saturday got wasted for opting AT&T services. And now that person is on his way and am not sure when is he going to make and how much of my Saturday is gone.

Part 2 of the story is, Direct TV installation. Direct TV installation personnel who had to come between 8-12 today never turned up and I have made a dozen calls to the customer care just to talk to a person in you Verse support who will say its not within their control and they give this number 888-466-9635 on which no one answers and it just goes on music hold for minutes together. Once I even called this number and put it on speaker and played to the person who told me to call that number and they said they are not sure what's happening. So Direct TV is screwing up and at last this person Cheri told me over the phone (ATT you Verse support) that I may have to wait for long over that Direct TV music hold to get to an option of call back. I told her I stayed for 4 minutes she said I may have to wait longer than that though she admitted its frustrating.

So bottom line, no TV connection no internet and adding to misery big 0 in customer service and installation. All this disappointment even before starting to use the connection and am wary of tht nightmares ill have when I use the connection. I would like to know somehow if I can cancel this line since I am terribly disappointed with this service and am ready to escalae it to any level

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AT&T Cannot Solve Connection Problems and Is Rude
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- I had AT&T phone service and high-speed internet for year. In recent months the internet became really slow sometimes and also had a lot of outage -- completely no connections, sometimes for days.
I made tons of calls, wasted hours, problems not resolved. All I got was AT&T tech support blamed my computers, modems, routers for the problems. Once they lied to me that there was an outage in my area. I then asked around --- other guys were just fine.

One person promised something, another person completely denied it.
I pointed out a mistake of a tech support about bits versus bytes. He literally laughed at me, and tried to test my knowledge about bits and bytes. To tell you the truth, I am an electrical engineer. They think all customers are ignorant and they can fool all customers?
Complained to their complaint VP(?) but no reply.

They used to give the option to review the calls, but recently I was not given this option. They dare not to face the customer.
Finally I canceled everything from AT&T.
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DebtorBasher on 09/15/2012:
They pulled the same thing on me. I had DSL through ATT and I think this is a way for them to try to force people into getting their UVerse service. They told me the same thing when I complained about the Internet service being so slow. They said it was my computer and started telling me what to do with it. I told them it wasn't my computer, I know how to scan it, clean it up and defrag and even deleted old programs...then then went into the 'you can get our UVerse service' I didn't WANT their Uverse service and pay $100 for their modem!

When I couldn't sign onto their website to pay my bill, they said there was an outage in my area and to wait a few hours. I told them there WASN'T and outage because I can sign onto the Internet and it was only their website I couldn't access. They walked me through some steps that resulted in my not being able to get onto the Internet at all! Again, when I called they tried to get me to switch to Uverse.

I have now been switched to their Uverse service because of an incident with Magic Jack...Even though I had their DSL and called the same day they told me I COULDN'T get my DSL back on because it wasn't available in our area (They even told me this before WHILE I was still using their DSL service). They said since my service was disconnected through MagicJack, I HAVE to go to the Uverse service because DSL is no longer available to 'new customers' New Customer? I had their DSL service for 10 years and I called them the SAME day MagicJack disconnected it! They said if DSL wasn't disconnected that day, I'd still be able to use it, but since it was disconnected I couldn't get it back. I had no other choice but to go to their UVerse service AND pay $100 for their stinkin modem which, As I said, I see no difference...
trmn8r on 09/15/2012:
Basher - they told you that because they want to phase out DSL. Despite the best argument, such as my father is still imprisoned in a Red China prison, you aren't going to get it.

I am currently in month 11 of trying to get Verizon to fix a problem with my land line/DSL. They obviously do not wish to pay to repair the issue. One rep was like "let me see if FiOS is available in your area..." Of course I do not want FiOS, I do not want to PAY for FiOS, etc.

Then she was like "oh, it isn't available." That was 3 months ago, and my line still is in trouble. It probably will be for 5 years, when some new service finally becomes available.
DebtorBasher on 09/15/2012:
Yeah, I know that's what they said. I had called them a month before about it...they said as long as I kept the DSL I can continue to use it...BUT, if for any reason it is diconnected, either by my choice or theirs (if the bill isn't paid), thenI would not be able to reconnect using the DSL and would have to go to Uverse...and wouldn't you know it, when MagicJack screwed up my ATT phone service when they ported my phone number, it disconnected my ATT phone AND Internet...therefore, once disconnected, I couldn't get the DSL service back even though MagicJack told me that using my same phone number would NOT automatically disconnect my ATT service...they lied and caused me all kinds of problems and cost me money I didn't plan on spending...yeah FREE Trial my butt!!!
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Uverse/AT&T Billing Disputes
Posted by on
Rating: 1/51
DALLAS, GEORGIA -- AT&T Uverse is the most horrible experience I have ever had been a consumer of anything. They high pressured me to sign on with Uverse. I did just to get them off the phone. I was supposed to have home phone service and internet but I almost never had the Phone service and lost internet at least half the time. They made visit after visit to my home and still never got it to working. They made me believe this was the first time they ever saw this when in fact, it is very if not too, common with UVERSE.

The billing reps are horrible. They didn't give me proper credits for loss of service when they knew every moment I was without service. Once, I lost phone service for 9 days. You would think I was asking for a handout when I asked for proper credit. Yes, they were nice but full of lies and deception. I believe satan possesses the same traits as does the entire billing dept at Uverse and AT&T. These people are unbelievable.

I finally was told by a very rude and hateful Uverse CSR named Crystal to take my business elsewhere. While I almost had a coronary from anger, it was actually the best advice she could have gave me. I never liked cable but I went to Comcast and received twice the service for half the money with superb customer service and yes, a contract that will bind them to the price unlike AT&T who adds charges and money to your bill that you can't get removed. I am soooooooo glad to be out of that cycle but returning the equipment and the final bill is now my worst dread. They won't like the fact I left them so I expect even worse service. Beware of AT&T. I believe they all must abide by some unholy, satanism bible.
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BigAl on 03/24/2012:
In the future if you feel you are being pressured while on the phone instead of "buying" to get them off the phone just hang up. It works for me.
dk on 08/13/2013:
AT and T knowingly risked my daughter's life. Last December my neighbor noticed what turned out to be an AT and T line down across my driveway. This left me unable to drive out or anyone else to drive in and without telephone (my AT and T wireless is worthless in my house.) Neighbor called them, told them a member of the house has T1 and that it was essential that service be restored as we were without the means to get emergency services, if needed. AT and T promised to send someone that day--no show. (In fact, the only time AT and T showed up or called as promised was installation) and the next day claimed no such promise was made. Have been battling them ever since. This is not the first time they have shown such a disregard for customer's well-being. Am discussing with an attorney and reporting to FCC as well as changing provider.
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Policy "BS"
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OLEAN, NEW YORK -- 2 Year upgrade done in June 2011, IPhone 3gs, July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and Att, but if I waited 4 months a new phone could be given(purchased) by over riding the system at a new 2 year contract and pricing, again, had to wait 4 months. Waited the 4 months with a crappy old 5 year broken phone that semi worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone. (Was looking at $450-500 minimally). Told to call customer service and they could help me. I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted Att to work with me because I have been a long time customer for over 10 years and if they really appreciated me for using Att and being a long time customer that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered, I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it, I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them than I would. I just wanted someone to work with me. He hung up on me. Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of Att. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!
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ChuhBaca on 01/04/2012:
I think it's an eye-opening experience when you realize, they don't care about you. Put your loyalty with those that do, not the mega-corp. They only understand blows to their wallets.
sabletaz on 01/04/2012:
ChuhBaca, you are so right!
ticia232 on 01/05/2012:
Your complaint is against the guy who told you wrong information in the first place. The guy promising things like that might be the reason why he is no longer employed by the company.

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AT&T Small Business Bundle auto-renewal Scam
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ATLANTA, GEORGIA -- I cannot express my disappointment with AT&T...the phone company I have used all of my life. I was talked into a small business bundle to "save me tons of $ "...and now I am trapped in a SCAM by a company I trusted in.
My husband has been unemployed for over 2 years and money is extremely tight...After my 3 year bundle contract with AT&T ran out I called in hopes of simply down scaling or going back to a regular phone line in order that we could afford the service. I was told that we could not do that...that we were under a contract for another 3 years! That I had agreed to have it "automatically" renew every 3 years for an additional 3 year contract.... WHAT? This is so wrong. I cannot believe this company would ever take on such disgraceful practices. I know as a small business owner...that satisfied customers are what keeps a business going. It only takes a few unhappy customers to do a lot of damage to a company...they spread their negative words much faster than the happy customer spreads positive ones!

Well....after my contact with the AT&T customer service dept. and legal dept. (no resolution) I contacted the BBB to file a complaint on this auto renewal "practice". I received a response vial the BBB that a customer service representative from AT&T was sending me a letter on 7/7/11 to cancel my contract with no penalties...(that they had attempted unsuccessfully to contact me by phone...I teach all day, every day.) This "letter" never arrived....believe me, I waited for it.
Finally, I re-contacted AT&T and was told that they were going to stand behind their, "original" decision. That I would be penalized for breaking the contract. So basically they used another dishonest practice....declared to the BBB that they would take care of me, the customer, and failed to do so.
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Kris10 on 01/04/2012:
You may want to consult an attorney about this. I don't think it's legal for them to 'automatically renew' any kind of contract without your express permission. If anything, it should have been cancelled. Check into this. This may in-fact be fraudulent and theft.
Anonymous on 01/04/2012:
There's nothing illegal or fraudulent about auto renewal as long as a customer initially consents to it. It would be easy to consent to something and then 3 years later forget that it was done.

Since AT&T made a promise to the BBB that they were cancelling the contract with no penalty, the OP should contact the BBB again and let them know that AT&T reneged on their offer. Maybe they will change their mind again.

rick on 10/30/2012:
Don't pay for it, fight them in court. Read story on man suing
McAfee for auto renewal scam.
AT on 02/19/2013:
The "auto-renewal" of contracted services is a required "yes" or "no" field on the order for your service. I sit among people that sell these plans all day, and the customer is not even asked. In a huge number of cases, the checkbox is set to "y", the customer isn't told, AT and T sends you a mail separate from your bill 10 months into your contract that is supposed to alert you to the upcoming auto-renew.

The problem is that AT and T has spent the 10 months previous bombarding you with 2 - 3 extra pieces of mail per month that are all "buy our so-and-so service that you aren't using yet", in envelopes identical to your contract alert mail.

The company is actively trying to rip small business customers with ETFs that are basically never disclosed to customers, unlimited long distance calling plans that have an introductory rate of $5.00 or $10.00 per line for a year proceed to "auto-renew" at $20.00 per line. Call and terminate, and you get an ETF equal to half the monthly charge of the long distance plan, times the number of months left on the auto-renewed "contract". What's more, they won't let you renew your previous plan unless you purchase new mobility (cell phone) service. $15.00 per line is the best you can get, and that is a one year contract with ETF.

Most of these initial contracts are "verbal" over the phone. AT and T has now started deleting call recordings after about 8-12 weeks, meaning you can't request the recording of your initial call be pulled to prove you made any verbal agreement. 100% of calls are recorded, unless a customer asks not to be recorded. The automated greeting says "this call may be recorded...", but it really should be saying "this call will be recorded..."

If AT and T actually thought they had a leg to stand on with this stuff, they'd happily pull call recordings and play your actual consenting words back to you. Guaranteed upholding of charges in court or anywhere else.

Since a lot of reps don't disclose half of this crap to customers when orders are placed, and since AT and T legal discovered the issue, the ass-covering began.

Would you believe that now, if a wireline customer purchases ANY service on a contract, they are transferred to a recording where the contract terms for EVERY service offered by the department placing the order is presented as if you purchased it, and you have to press "1" to accept the terms of service for EVERY product that department offers, whether you bought it or not.

You press "1" to accept, the recording of the call disappears in 2-3 months, your service gets turned on 2 days after you place order, and your order confirmation letter shows up 5 days after you've already activated service.

In other words, AT and T is actively trying to bury the fact that terms aren't being disclosed to customers by making customers simultaneously agree to every single ETF for every single product, and then erase the hard evidence that would show if that customer actually requested said product.
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