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1.2 out of 5, based on 67 ratings and
218 reviews & complaints.
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Horrible Customer Service at AT&T Mobility
By -

I am furious with AT&T Wireless. I signed on for cell phone service quite a few years ago with Cingular Wireless, then later changed my service to a family plan. Cingular bought AT&T Wireless, and then things really went downhill.
The first "problem" was that AT&T was underbilling me. I was honest about it and called the company to let them know. Some good that did, because now the company is overbilling in relation to a text message plan I signed up for on the AT&T Wireless Web site.

I signed up for what I thought was a text messaging plan for the entire family, because my daughter had significantly increased her usage of the text message feature. At least AT&T's Web site led me to BELIEVE I was purchasing the plan for the entire family -- the site was actually very confusing.

When I received my first bill after that (in November), I was still billed for ALL the text messages my daughter sent and received -- and she's the reason I got the text messaging plan in the first place. I figured maybe it was too soon for the plan to be applied, so I paid the bill and said nothing. But the next month (December), I also was billed for all of her text messages -- more than $80 worth.

I called AT&T in December and spent a half hour with an AT&T customer service rep, who explained I had signed up for MY number only on the text messaging plan I had ordered. I explained to him that I DO NOT SEND text messages, and the Web site did not make it clear that the text message plan fee was number-specific. He agreed to change the text message plan to my daughter's phone number within our family plan and to refund that month's text message charges. In fact, he instructed me to make a new payment that reflected the credit.

But when I got the next bill (in January), I not only was billed for a new month of my daughter's text message charges, but also showed a past due balance for the messages she sent and received in the previous month -- the amount I was told would be credited to my account.

The customer service person I called yesterday (1/9) said the text message credit for last month was "denied" by AT&T, but no one at the company had contacted me to tell me that or to give me an explanation. Even worse, the plan STILL had not been applied to my daughter's number, as was promised to me, and I am continuing to pay for a text message plan tied to my number. I DO NOT EVEN KNOW HOW TO SEND TEXT MESSAGES AND DO NOT WANT OR NEED THE PLAN TO BE TIED TO MY NUMBER. I NEED IT TO BE TIED TO MY DAUGHTER'S NUMBER!

At last check today on my Web site account, the problem still has not been addressed. I AM FURIOUS! THIS IS NOT THE WAY TO DO BUSINESS!

I would like AT&T to adjust this mess -- I've also wasted a good hour on the phone between today's phone call and last month's phone call. This is nuts.

     
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Loyalty means nothing
By -

Hi, I have been with AT&T wireless since before the buy out by Cingular. I would like to make it clear that I was the second wave of customers to join, the first being the one on the analog system. I started and am currently on a GSM plan. I pay less than customers joining today because I have nights free after 7pm with no extra charge and my overall fee is lower (a plan based on 1200 minutes, they only offer 1400 now)

so to get to the point, my service is slowly deteriorating every day, one with the customer service people and secondly the actual signal of the phone. Some may say why is your signal going down, well the reason is I am on the old computer/sim chip system and they separate me from the new customer computer system, so when I send a message my message is sent through an old computer base (slower) rather than the new ones. Meaning I receive my messages up to 5 hours later sometimes. I know this is different than other people on AT&T because I was sitting next to a person with the new plan and we used a third phone to send messages. He got his right a way, I got mine an hour later... Anyway back to the signal problem. The towers are being upgraded only to the new sim chips (I have an old one). Meaning my phone is getting less service... This is my theory and I have gotten the same impression from many mobile stores that I talked to. So you ask why don't they give me a new chip that will work, I am AT&T customer, I am entitled to their services that even they claim are better than the one I have now. Well they won't cause my plan is not in the new computer base and they refuse to put me in the new computer base at my paying price, instead they want me to switch and pay more $$. Every time I call them they tell me the new rates and talk about how it is financially better for me to switch, usually I ignore it and tell them (for my 26th time yesterday) to reset my messages cause the buildup in their old system. However on occasion I listen hoping they could tell me I could save money. After 30 minutes of worthless chatter we arrive at the same conclusion, switching makes no financial sense. So they refuse to give me the quality service they give their new customers who sign with them today and continue to hurt the ones that have been with them for over 6 years~!! At&t claims to rebuild themselves, well they have changed for the worst destroying not only their name and morality but setting a standard that it is OK for American corporations not give a sh*t about their loyal customers. In Europe my dad has been with a cell phone company that has switched ownership 7 times. He has constantly been called and thanked for staying with them and continues to save money every year getting free phones and bonus packages as he shows loyalty.

The biggest thing that upsets me the most is when I walk into an AT&T store they cannot help me because I am not in their "new" computer system. Instead I must only get help from faceless phone support. And if I wanted to get a new phone... Well AT&T won't sell me one that will work unless I switch.

I would love to hear what anyone has to think about this.

     
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Scam Alert at AT&T: 3 Times Square, Manhattan, NYC
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 it's 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 Julio Radney, he's rude, a bully, and have no customer service skills.

AT&T is doing an investigation.

     
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Worst Service Imaginable.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 then 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 the are promised. Plan on paying almost double what you planned and having service around 30 percent of the time. In the small of time you service is operational it was be very poor.

     
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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KENTUCKY -- AT&T is horrible! I had been with them for 13 years and this past year I had more trouble with them. I had always been a good paying customer and loyal. After this year I was finished with them. I had to call them every month because I would find a new charge on my account. When I would ask, they, most of the time, had no idea what it was or something I didn't agree to. They tricked me into giving up my unlimited data. I could call and talk to someone, hang up and call again and get a totally different answer. That's not customer service or how you run a company. Then when canceling service, I don't think they was going to let me leave, I had to answer security questions that they said were wrong, um I think I know the city I was born in, and some security code I made up 13 years ago, which I don't think I ever made one. I called back 30 seconds later and that person cancelled with no problem and no security stuff. WHAT!?!

So AT&T drove me to my boiling point. I have moved on in hopes to have better service elsewhere. You would think they would like to keep good loyal customers but I guess not.

     
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1. Billing, Service,
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

  1. They have sent different amounts to be owed and different times my bills are to be paid. I have all the paper work. Did you know if you call more than once you get different prices. The highest was from a supervisor. This has been going on since August. They are hear again for the third time setting up service. I will now have to reset and start all over reprogramming my internet and TV. I have lost all my favorite shows for the 3rd time. I was without service for two days. I was given $20 for the inconvenience.
    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?

     
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AT&T is evil and #0403 Casey the supervisor needs the boot
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- The absolute worst company to worst company to every deal with. I had a pay go account for over 12 years with AT&T. Their poor connectivity and outrageous prices caused me to switch carriers. Because it was a pre-paid account I was told there will be no refunds so wait till the end of the pay period before you cancel. I did however before the period ended they recharged the balance $60+ I immediately called customer service to explain to them what happened. I was refereed to a supervisor

#0403 Casey.

Casey was so rude he wouldn't even answer my questions. I was very pleasant and calm, didn't use harsh language. And he pretty much told me "HAHA we got your money now HAHA" and hung up on me.

I will never ever go back to AT&T I have Uverse and I'm going to cancel that as well.

EVIL PURE EVIL

Avoid at all cost!!!!!

     
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AT&T Is the Worst When It Comes to Hidden Fees
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIAMI, FLORIDA -- I went to a store to upgrade my phone and not only did I get charged $199 for the iPhone 5s, but I lost my discount of $25/month because I signed a new contract. So basically I did not get my phone cheaper as I thought, I am actually paying $800 for the phone instead of the regular price of $ 649.
I can't believe that they offer savings to customers that do not renew but then penalize the customers that are loyal. This is the last straw and I am honestly considering, after 4 years to leave AT&T. They should be ashamed of themselves.

     
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Allowed My Husband To Steal My Phone
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

     
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Horrible Customer Service And Follow Through.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- DO NOT GET AT&T INTERNET! I have had cell service with AT&T for over 4 years and have been very satisfied. About 2 years ago when I switched from cable to satellite, I signed up for AT&T internet. I had a $14 a month internet contract for 1 year with a option to keep the same price for a second year. All was OK the first year but my internet went up to $43 after the first year and they refused to honor their offer.

This February they offered me a deal for home phone and Internet for a lower price than just Internet. Even though I didn't need a home phone, I accepted. That's when it all went downhill fast. Before that I had my cell service, DirecTV, and Internet bundled. They unbundled my accounts and to make a very long story short, I ended up having to pay 2 months worth of bills in one month.

When I called customer service, they gave me the runaround and transferred me several times. After being on the phone several hours I was given a credit on my internet of 2 months and given a confirmation number. All was great until 2 weeks later when they shut off my service.

They had never credited my account. Round two of several hours of being on hold and they said the credit was on my account and restored service. I called the next day again because the credit was not there. After being transferred several times, I said I would hold for a supervisor. They sent me to the disconnect dept.... So while I was on hold, I signed up for Comcast Internet and provided to cancel my internet with AT&T.

     
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