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210 Reviews & Complaints

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I Wish to Complain About the Level of Service at AT&T - It’s Bad
Posted by Rbrown5518 on 10/30/2013
HOUSTON, TEXAS -- I wish to complain about the level of service at AT&T…it’s bad. My Blackberry 9900 (BB) was purchased in February 2013, so it’s currently under the one year warranty. October 19th I went to an ATT&T store in Napa CA to replace my malfunction BB, and was told to go to Device Support Center and they would be happy to help.

On Sunday October 20th I went to the AT&T DSC store San Francisco, and was treated with what I can only call “disdain”. I was given a battery to for malfunction BB and later sent a “refurbished” BB that is not working. I took the first BB to the Market Street store on October 26th and informed the management a staff that the unit is NOT updating with my emails, calendar, etc., not syncing, and the apps are no longer being support by BB for many key functions. It was stated over and over again the same mantra about replacing my unit with the same unit … Ad nauseam! This Market Street crowd would not even mail the refurbished phone back.

At the same time this is happening I’m trying to remove myself from the family plan to my own plan and using my company discount. I was told to call a 800 331 0500 number to accept the transfer on Saturday and was shifted to an “endless” prompt to push an series of numbers which lead to nowhere special. I pushed “0” and was told that 800 number only work on the weekdays, which is not true, because it was not the right number. After many agonizing calls and hours dealing with ATT’s “trained” staff (NOT) I got my number migrated to my number but I could NOT use my company discount which make little since to my brain. While on the phone to your equipment “specialist” I begged and groveled for a different phone. Your specialist repeated ad nauseam the same policy dogma.

After I repeated for the 8-10 time that this BB is not function with my work email, calendar, and apps just are not keeping up. But the worst part was my hour plus conversation with a (manager) in the south Florida area somewhere who said many things but none were helpful … at all. The Manager would not allow me to talk to anyone above her… in fact she said there was no one above her to “handle” my issues. She would not offer any workable solutions beyond … I should go out and buy a phone and figure out how to get the SIM card to work.

Although there were a lot of other things that I could not possible put on this one-page note, I really want one source to deal with AT&T to handle my Mobil phone issues. NOT ten people for ten issues.

I would like a different phone as a replacement. I would like my phone migrated without starting a new 2-year plan, I would like to use my company discount, and not pay a transfer fee. I would not like to be treated like an idiot by your staff.
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Horrible Bullying of Call Center Reps by Supervisors
Posted by Mamacassd on 10/04/2013
I think that the mistreatment of call center reps is terrible. A supervisor that is 2 inches away from the face of a CCR is reprehensible. This is a situation for a law suit that would really put AT&T on the map of the most terrible place in the world to work.
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Scammers and RUDE people working at AT&T
Posted by Olebabes83 on 10/03/2013
TEXAS -- First of all never take services with AT&T whatsoever. I normally don't write reviews but after spending 6 hours on the phone with no one able to resolve an issue that they acknowledge causing this review is long overdue. I called to get my Uverse services transfer from one location to the next cause I was moving, but AT&T said they could not cover the area I was moving into (why not). Then they said only DSL was available at that area. Ok then give me the DSL well I had to get a new account as a new customer another issue you have to put a deposit (why the deposit since I did not put one with Uverse account) After all the mumbo jumbo ok I agreed to pay for the deposit (more than 100 bucks).

After my card info was collected the line got disconnected and NO ONE CALLED BACK later I get an account alert that I was charged not once but twice for the deposit(are you kidding me). Ok I decided to call after 30 minutes and come to find out from being transfer from one department to the next to the next (5 hours) that no one can explain the charges and why I was charged twice I don't have an account number for my supposedly new DSL account and my money is/has not been refunded VERY FRUSTRATING.

I am going to tell everyone I meet that do not take AT&T services. I have brought a lot of customers over the years to ATT&T but now am on a mission NO MORE AT&T whatsoever. AT&T - Lowering the bars.
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Posted by Old Timer on 2013-10-04:
I gave up and quit AT and T years ago when they dumped all the human CSR's and went with their automated phone systems. AT and T's weak spot has always been customer service. And they still don't get it after being told millions of times how bad they are.

One of AT and T's divisions is even in the "top 30 worst" listing on this web site. Doubt they will ever pass the likes of DirecTV or Priceline, but they have earned a coveted spot on the list.
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A Nightmare Experience With Switching Over to AT&T
Posted by Mifur2 on 09/15/2013
NILES, ILLINOIS -- Horrible experience ! I went there to switch to an AT&T prepaid plan (from another carrier).

Without me realizing it, they CHANGED MY NUMBER !!! A number that I had for 11 years ! They gave me the same last 7 digits but a different area code !

I called AT&T customer support. They couldn't explain how it got screwed up this way and said I had to go back to the store for a new Sim card so that they could fix the problem.

So, after spending almost an hour on the phone (waiting, explaining, being transferred, waiting and explaining again) I drove 40 minutes in the rain to get back to the store. It took me 2 hours there and a lot of explanations, and anxiety, to finally fix it ! Half a day wasted and SO MUCH FRUSTRATION !

Btw, the guy who made a mistake (Marko) was there, and he didn't even apologize for either of the two: screwing up the switch or being too lazy to check/ set up my internet access (my data wouldn't work). In fact it seemed that HE COULDN'T CARE LESS. Actually, no one apologized to me, which is very sad, because they had 2 hours of time to say simple "I'm sorry" or "we apologize for the inconvenience" ... NOT A WAY TO TREAT A CUSTOMER if you want him to come back, right ? I won't.

The manager was not the worst thing about the place, but he wasn't willing to help me with the internet at first, saying that "I may not be able to access internet because it's not an AT&T phone". Yeah, right ... Finally some girl taking care of the issue took a pity on me and set up an AT&T access point on my phone and it works seamlessly since (I didn't get your name but Thank You !). Unfortunately that was the only bright side of my experience with the store.

I had read some bad reviews about the place but went there anyway. I thought - come on, how bad that could be, right ? Well, it's worse that I could imagine ...Please save yourself frustration and choose a carrier that AT LEAST PRETENDS to care about you ! Or maybe another AT&T store would work, I don't know.

AT&T - sorry to say that but YOU SUCK !!!
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Run Away From AT&T
Posted by Lunaplia on 09/02/2013
SEATTE, WASHINGTON -- This company is really, really stupid at all. First they make promises that they don't keep. Secondly and most annoying thing is that, some associates, especially the one on the phone does so many things that makes you happy just for the sake of making you happy. Then you think everything is fine and you will call some other time for some reason and the associate this time tells you that they can't do what the other associate did for you last time and he has no clue at all.

Then you ask how their service varies from associate to associate? Remember this is not customer service, this is a technical specification policy that the company agreed with it's customers' to offer.
So then we went to this store

600 Pine St
Seattle WA 98101

Really the guy doesn't have a clue at all. I was short with words explaining how the system is set up. He was so surprised about it and didn't believe that the company he is working at provides that, so we call the 611 from the store.
Just like other days, luckily, we met an associate on phone looked up my account and told me she will ship me a new device. Then she knew that I was in the store and she asked me, why they didn't offer it to me in the first place, so she asked me to speak to the associate and I handed the phone to him. As she was explaining to him what to do step by step, his answer was, "ya... okay okay okay okay,,,,," so after this I was expecting that I will get help, then he hung up the phone and say he is confused and called his manager.

His manager is a female which has really like him, I recommended for them if they really work in retail, they can work in a mattress store.

So since they are all confused and didn't know what to do, they want me to call the 611 customer care again.

I spent 20 minutes with him in my first lecture + 45 minute on phone + 15 minute with the manager.

I left with anger, and was told to cancel my plan and get another phone, went back in and call the manager and told I ma going to cancel the phone and she didn't even try to work through again, but told me she is not the one who can cancel my phone and called one an associate.

I told them this is not the service I expect from them after being with them for 4 years. And they don't care at all, so I left the store since I am not able to control my anger with their attitude. Like I told them they all fa... and was told not to come to their store. Funny.

Then we went with one of the customers who saw all things about what happened to me, and went to broad way store. The store was EMPTY. I knew, ONLY PEOPLE WHO MAKE A MISTAKE AND DON' T LISTEN TO OTHERS go to at&t. A Chinese associate was way welcoming dude and went on private chat and told us we were the first customer after 4 hrs of opening and noticed 4 guys who work there are standing far from the door and were taking about football loud enough.

If you read this far, I will give my own review, run, find other alternative, there are so many choices that you get from other providers. Think again before you stuck in a 2 year plan and upgrade when you are told to upgrade and not device maintenance unless you purchase the insurance. This is world where you can get the best, think wisely don't be cheated and stuck in a contract dead end.
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Do Not Believe the Sales Reps at ATT Wireless
Posted by Jerrybaker4 on 09/02/2013
CORDOVA, TENNESSEE -- I just changed to AT&T wireless from Verizon because they had a better plan. I ordered my service and new phone over the telephone. Two sales reps told me that the activation fee would be waived. When I got my first bill, it had an activation fee of $36 so I contacted billing support. There, I was told that the fee could not be waived. I even chatted with a supervisor who said the same thing. Just do not believe what a sales reps says. It is not the money here. It is just that I hate being lied to.
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Posted by cmthru on 2013-09-02:
Look at your receipt to see if the fee was waived. Just because they told you means nothing. Always get it in writing.
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Scammers! They Cannot Pull Up Calls for Q&A!!!
Posted by Dudahorne on 08/22/2013
FLORIDA -- On February 18th I called AT&T to get wireless internet for my house, when speaking to the sales representative over the phone she offered me a deal for U-verse as well. They were giving 3 months of free premium channels but after 3 months I would have to pay the full price.

Before purchasing the deal I repeatedly asked and verified that I would not have a contract with the U-verse plan but I that I would have a contract with my Internet plan. I once again verified the information that I could cancel my U-verse plan without being penalized with an early termination fee and the sales representative reassured me I could cancel the U-verse at any time without having a contract and without being charged for a termination fee as long as I kept my Internet services on for one year.

So, about a month ago I called AT&T and asked to cancel my plan with U-verse, the AT&T representative then informed me I had a contract with U-verse and if I cancelled I would have to pay a termination fee. I knew what I had spoken about with the woman I initially agreed to purchase the deal with and it was the complete opposite of what this representative was telling me, so I asked for a supervisor. The supervisor got on the phone and told me that I was right I did not have a contract with U-verse and at the time I wanted faster internet so the supervisor sold me the plan for a faster service and cancelled my U-verse plan.

I called today to inform them my credit card was lost and I asked for the representative to review my bill, she stated I still had U-verse so I asked to cancel it and informed them of the previous situation I had, it then escalated to management. The manager gets on the phone 30 minutes later and is not cooperative at all. I begged for them to listen to the call and get back to me to verify what was said, and the manager tells me not all the calls are recorded and he can't pull up my call. He refused to help me or remove the unauthorized charges they put on my account. I was scammed and lied to.
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Posted by jonibabi on 2013-11-05:
Me too. Something has to be done.
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Posted by Hrhmgm on 08/20/2013
WORLD WIDE, TENNESSEE -- I made an expedited order for my business. They told me it would take 3-5 business days. After a WHOLE week, I decided to see why no one called. When I called, they told me the order was lost and it was nothing they could do about it. They then told me I would have to wait another week before they could send someone out to my company. Now I have to find a new provider to work with, because I refuse to deal with this type of service.
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Just Plain Unacceptable
Posted by Bigz2 on 08/10/2013
COLUMBIA, SOUTH CAROLINA -- I've been with AT&T for 6 years now. It all started when I got sick and tired of paying BellSouth $30 for dial up access through AOL. When I moved to a new house I accidentally dropped my desktop computers CPU and broke beyond repair. I already thought about high speed internet before, but my old computer couldn't handle it so when I got my new one I did decide to look into it. AT&T seem like the best price for the best speed, so that's when I signed up and the nightmare begins.

First they tell me I would qualify for free equipment and installation $150.00 value, I got charged $50 for the installation and $100 for the equipment, and something else the representative told me over the phone that there would be no deposit. but there was. I had to run go to an AT&T store and pay a deposit in person. After calling and complaining I got the installation charge waived, especially since I installed it myself, but I couldn't get my money back for the equipment because I didn't qualify that was a lie.

They took my hundred dollar deposit and told me after 12 months I would get 10 dollars of it back each month as a credit on my bill and it would happen automatically, well safe to say I don't have them anymore and they stole my hundred dollar deposit. After going through all that sign up nightmare everything was fine for two years I lived in that house.

The second house and moved into my service transfer went a little bumpy. They cut my internet off two days before I told them I wanted to cut off and transferred to the new house. Other than that it was okay, it still got transferred. When I successfully moved into my second house that's when the real nightmare begin. The house I moved in was so old the wiring in it wouldn't support any internet service. I found that out when my DSL box kept giving me an unable to connect message.

AT&T said they had an appointment that Friday to come hook up my internet service. I didn't have to work that day and I spent the entire day home. No one came out at my house but they said that my service was hooked up and working. I rescheduled another appointment for that Wednesday. A service technician came out to my house, looked around a little bit and said that he had an emergency down the road and will be back in 15 minutes. Well apparently my entire house phone line had to be rewired to support DSL service from AT&T, and all I need it was new line and jack just for the internet modem in the dining room. The whole house didn't have to be rewired and apparently he was just too lazy to do it.

2 hours after he left I called AT&T he said that he successfully hooked up the service and the appointment was over. I told them that there is an emergency down the road and he left and never came back, and they tell me that there was no emergency. After getting another service appointment later on that day someone did stop by. It took about 45 minutes to get my service up and running. The new technician told me that the other technician must have been too lazy to do anything, all he had to do was install the phone box and run some new line which only took 45 minutes. When he left my service was working.

Two weeks later my service started going out 5 times a day for 10 to 15 minutes at a time, and when it was working it was about as fast as dial up and I had upgraded to the six megabit plan when I moved into the new house. After restarting on my computers, equipment, my phone and the router itself the problem still persists, I called AT&T they said that they were working on some lines, and said everything should be back to normal by tomorrow or the day after tomorrow, but the problem still persisted even after 7 full days.

Calling AT&T again and setting up another service appointment someone showed up, worked for about 15 minutes and my service was work again perfectly.

Now it's the day before Christmas eve and I have a lot friends and family coming over to my house to celebrate Christmas with me even though I live by myself. I used my internet to Skype and look up some recipes about 7:30 a.m. that morning. I went out to buy the Christmas dinner at my local grocery store, and came back to Skype with some more friends and family, but found out my internet wasn't working at all. I started cooking dinner and waited about 2 hours after 11 p.m. when it stopped working. When it still continued to not work I called AT&T and they told me that my service has been cancelled. I was confused, I never called and asked for it to be turned off.

Then that's when they tell me some woman by the name of the "Tasha" called and cancelled my account. I asked a woman if it could be restored she said yes but not until next year. I asked why she told me I would have to upgrade to the new you verse service which was in my neighborhood now. Because they're not signing up anymore basic DSL members only you verse members now, I asked why would I have to wait, the woman told me that someone would have to install the service by installing new lines and I would have to wait for the equipment. I told her no I don't want it and then I hung up on her.

AT&T have been harassing me ever since I moved into that house about getting Uverse service, none of the other neighborhoods I've ever lived in had it and today they still don't have it. I've heard plenty of reviews that the new Uverse service sucks, and even some of my neighbors who were forced to get it switched companies all together and that's all it is. AT&T deliberately cut my basic service off and forced me to sign up with you verse, and on top of it they demanded a credit card which I don't have. Only a debit card they refused to take that, so I refused the new service and got a new company.

AT&T is just a selfish and greedy company. They're so badly corrupted, lying, cheating, and stealing from their customers. I just don't see how they stay afloat today. Today I still get charges saying I signed up for you verse and even had equipment show up at my door. but I never opened it. AT&T keep sending me bills for $400 and you Verse charges installation equipment and two months worth of service. They attempted to put that on my credit but I had that stopped immediately, but to this day they still say I owe them $400 and will make me pay that if I attempt to get any service even cell phone service in my name from them. Yep everyone says AT&T is a total nightmare and I completely believe it.
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Avoid At All Costs
Posted by ASkelton on 07/29/2013
SMYRNA, TENNESSEE -- We have been a business customer for 12 years for phone, long distance, and internet; and after finally getting sick of them refusing to send a technician to check our lines and idiotic customer service we went with a slightly more expensive national carrier. It always takes forever to get a human being on the phone and they are rarely helpful. Our phone would go out intermittently and they would run an automated check on the lines that said they were fine, so they wouldn't send anyone. Even though we had no phone service. I finally was able to get them to send a technician who had to replace the lines that ran from the pole to the office because they were so badly corroded and poorly installed in the first place. The customer service reps can only tell you what is printed on the bill (like I can't read it myself) and sometimes not even that much. More than once I've called with a question and they could only tell me to wait until the bill was generated and mailed and call back then. I have called after the billing date, but before it had been mailed and they said the same thing despite the fact that it was clearly in the system. We just got a final bill that included an early termination fee of $165 and they called me unethical when I asked them to remove it, or even back date the bill to the renewal date (one month) to bill us at the regular non-contract rate. I asked if it was unethical that the early termination fee was never once mentioned when I cancelled service and they said they have no obligation to tell me what I should already know because it was in some small print section of the contract. HORRIBLE! Pay a little extra with ANYONE but these people to get good customer service, better internet speeds, reliable phone service, and a little loyalty for long term contracts.
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Posted by John Nicholson on 2013-07-29:
Make sure you send them a letter explaining you won't pay the fee and telling them to show you why you owe it. Don't pay the fee.
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