TULSA, OKLAHOMA -- April of 2014 AT&T was replacing a defective phone by gifting me a new phone of another kind. At the time they were out of the one I wanted, so I paid the difference for the upgrade to 32GB. I was told that the phone was mine, but as I'm now cancelling my service contract I've found out that they connected the device to my contract and didn't make me aware of this - I was told the phone was mine, nothing about it being tied to a contract.
I called today to pay my early termination fee, which took me speaking to 2 CS reps and 2 supervisors before they would even take my money, as set up service with another carrier (1/2 the price for more of everything!) and they refuse to unlock my phone. All of the Customer Service reps I spoke with previously this week told me that once I paid it would be unlocked, but omitted the fact that there would be a ridiculous and completely inappropriate wait causing me to be without service.
I have now been told by a supervisor, **, that he "Cannot have me on the line contradicting everything he says." after I stated they "are able to alleviate this, but clearly refuse to.", and then rushed me off the phone as though I was now a waste of his valuable time.
I will not have an unlock code until 5 days from now, preventing me from using my own phone. This is going to cost me as many days with the new carrier, not to mention the 3 days it took me fighting to get this far. All but the last 2 reps I spoke with were, at least, professional. This is the only positive thing I can say about AT&T in my 2.5 years with their service. My $255.00 early termination fee is paid, I owe them nothing and yet my phone, and therefore service, are hostage to AT&T and their asinine "policies"... this took 5.5 hours over the last 3 days of my time, and this is still unresolved.
CHARLOTTE, NORTH CAROLINA -- Best advice anyone can give is to stay away from AT&T. I know all the major service providers cram bills with fraudulent charges and make false promises and always charge for the month after your service is already cancelled and it's always the same nonsense "honest mistake" but let me warn you this company is the worst. They won't work with you. They will make it as hard as possible to receive your refund. The customer service honestly, I wouldn't call it customer service. Whatever it is they have, it the most unethically responsible practices in the business. You will regret this decision eventually. You have been warned.
I am not, nor ever will be an AT&T customer but I have a complaint. Their very INEPT line installation crew has cut the Charter cable line in our neighborhood leaving most of the neighborhood without Charter cable service. When the crew was notified of this they looked at us like they didn't understand anything and then proceeded to take a lengthy smoke break. Meanwhile we are still paying our cable bills without any service all because someone was careless and clueless. Just getting fed up with other people's mistakes costing me money. AT&T needs to better equip and educate their installation crews on how to properly do their jobs.
WILLOW GROVE, PENNSYLVANIA -- Representatives in Willow Grove, PA sold me insurance on my phone telling me that if anything happened to the phone, similar to the coverage Sprint offers, the phone would be replaced. They did not tell me there would be a $200 deductible! I have been paying $8 each month to cover accidents or theft. Instead I encounter a mechanical issue, the battery continuously disconnects and resets the phone, one month after the manufacturer's warranty.
When I went to the store, they had me wait twenty five minutes for a representative just to tell me to call Asurion. The Asurion representative told me my product is a Tier D, which means $199 deductible. (Seven months that I paid this year for insurance and $23 each for the phone, I have already paid close to $300 for the phone.)
The woman with Asurion was the opposite of helpful saying that is what insurance is, paying monthly premiums and a deductible to insure your valuables. I said I know what insurance is but it has to relate to the value of the products and how much is paid down. She was obviously not going to listen nor assist in making the problem go away.
The last representative with AT&T attempted to make it right by removing the insurance on my phone and providing a $25 credit to my account. I still have a broken phone with 17 months left to pay it off from the 30. I had asked to be contacted by a regional or district manager but will not be holding my breath. I am stuck with AT&T unless I want to pay off my phone and the early termination fee, totaling near $500.
DECATUR, ILLINOIS -- After 10 years of being a loyal customer of AT&T I am completely frustrated with the Service I am NOT RECEIVING!!! And the runaround from Customer Service!!! I am self-employed and use AT&T as my Service Carrier. I am not unable to use my Data while I am at work, nor am I able to access my voice mail messages. I have constant dropped calls and it is difficult for people to talk with me or for them to hear me while on a phone conversation. I have lost business because of this lack of service from AT&T.
I have contacted their Service department numerous times, Spent HOURS with them, have reset my phone. Have purchased a new phone which reset my contract (Cost me more $$$). I have talked to Technicians which have told me that they can't do anything for me and they set me up with a case worker and engineer... The Case worker left me a message saying “The service in my area was limited and this is unfortunate!!!” (I did not sign up for limited service and I find this unacceptable).
My Case # **. The Case worker's Name I was given is Adam **, his number is **. I have called and left several messages, but have not received a returned phone call. I have been paying for a service I am not receiving and the service department will not let me out of my contract because they say that is the case worker's job. The case worker has not returned my calls. Does anyone have any suggestions for me??? Or is anyone having similar problems with AT&T??? PLEASE POST resolutions. I've Lost Time and Money also have Lost Confidence with AT&T's lack Service and Commitment!!!!!!!!
CALIFORNIA -- Joining AT&T this month was the worse thing that happened to me. After calling AT&T to inquire about their Internet, I finally decided to give them a try. Let me make the long story short. After all the calls for weeks and unnecessary headaches, the Internet was installed. A few days ago I received a bill that said $71 when I was told my monthly bill will be $37. I called them, just to be told that the $33 was number one of 3 payments I have to pay for their installation. I asked "what installation?" Just to be told they charge $99.
I asked them why I was not told about the fee until today. The guy said "I don't know but you have to pay". I said "you guys should have told me about the fee the first day so I was going to decide if I could afford it or not or go with another provider." I told them that they are forcing the fee on me. I asked to talk to the supervisor. He told me it doesn't matter who I talk to that I must pay the $99. I still insisted so after putting me on hold forever, a lady came on the line saying she was the manager and couldn't even see reasons with me. I feel like I have been scammed. AT&T is terrible.
ATLANTA, GEORGIA -- AT&T is breaking all laws by sending bills due in seven days and we should be given a two-week notice to pay said bill. My Uverse Internet bill is not getting to me until six or seven days before it is due. This is unfair especially to seniors who have disabilities and do not jump up and run whenever someone wants us to, we cannot. AT&T is required by law to give us a two-week window. They are causing me great distress by doing this. It means I have to rush the next day to the POST OFFICE TO MAIL THIS IN TIME TO GET BACK TO THEM.
In Memphis TN we have no mailboxes anymore. We have to go to the PO to mail letters and that is inconvenient to everyone. I pay my home phone and cell phone online. I got that bill yesterday Sept 9, and is not due until 24. I can set that up to pay ahead of time at my choosing date, so why is the UVERSE INTERNET BILL NOT SENT OUT AHEAD OF TIME. You are breaking laws and you had better not ever send me A LATE BILL BECAUSE OF YOUR INCOMPETENT SERVICES.
Again my AT&T has not reached me by mail and it is due around 23 they should have had it to me two weeks before due, now my online bill from them has not come up either on the net. I am sick of busting my butt to get to post office to mail it back to them before its due. Apparently they could care less so if this does not work I am contacting BBB
MINNESOTA -- I did not pay my bill for two months - which is totally my error. However, I have been a customer for over 10 years and not particularly satisfied with the phone service but too busy to change systems. My daughter happens to be in Russia with no phone service and I called AT&T, offered to pay 1/2 of my bill and the other half on Wednesday this coming week to restore service because I do not want my daughter in another country alone with no phone service.
I was told that they were sorry but they could not accept a partial payment. I asked if they could simply restore her service. That would be enough... again no. I wish I was surprised but I am not. I don't think for a moment that AT&T has a corporate conscience and this is one of those circumstances when they should have made an exception. I have put up with so much over the past 10 years with poor service, dropped calls and now this. I am moving to Verizon after next Wednesday when I pay my bill in full and I would suggest that none of us support AT&T. I did write to consumer affairs.
DEER PARK, ILLINOIS -- I went into the AT&T store at 21690 W Long Grove Road, Deer Park, IL 60010 and registered myself in the waiting list. I was the second person in line, and after the person before me was helped. I noticed that my name dropped to the second place again. Upon asking ** why I was moved to the second spot, **, the Retail Sales Manager at AT&T decides to throw me out of the store. He also gives me a lecture on HOW TO DEAL WITH THINGS IN LIFE... Absolutely rude individuals work at AT&T. Would never do business with them, ever again. All my business goes to T-Mobile or Verizon.
For years AT&T was my home phone service and later my cell. I paid for their line backer insurance all those years and one day my phones started acting up. I called AT&T and had them to check the lines and there was a problem with them. They set up a service appointment with me and no one showed up and no one called. I called them to find out what happened and big surprise... they had no record of the order for service. We set up another appointment. I can see this happening once, maybe twice... but FOUR TIMES!!! I have better things to do than sit around waiting for someone who is not going to show up.
Needless to say I was in full rant mode when they heard from me again and they had the nerve to try to get me to go outside and open their box to check the wiring. Right away I knew they would send someone later to say it was tampered with and they were not responsible, not mention the fact that I would be doing their job for them. That was exactly what I told them,"Your people get paid good money to do this job, I'm paying for the service and the insurance and I want someone here to fix the problem!" The next day my phone was disconnected. At first I thought they were sending someone to work on the lines, or maybe the phones just finally stopped working.
I called my number from my cell and it had indeed been cut off. That couldn't be right, I paid the bill. I called AT&T and they claimed they never got my check, they didn't see anything about my having called several times about my phone lines or the four appointments where no one showed up, it showed that my service had been ABANDONED!!! I would have to sign up for new service. They did not want to come out their pocket to fix my lines. I would now have to pay for the repairs myself. So if you're paying for the insurance on your bill, they are stealing it from you.
I got rid of them and their lousy cell service, any time you can't call 911 from your cell for help or anyone else and you've already had dropped calls, garbled conversations or no service signal where you know you should have a signal, it's time to drop them. (AT&T) They don't have time to deal with you and your cell problems until it's time to sign you up for another contract.
Beware when that time is close, your cell will act up more and more and when you call in about the problem, they tell you it's time for an upgrade and tell you as a valued customer you qualify for a certain phone at half the price... but you have to sign another contract. There was nothing wrong with your cell, it was the provider of the service to that cell.