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Unacceptable! - Plain and Simple
Posted by on
Rating: 1/51
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, Alex -Employee ID# B7S6G97, 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.
     
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Horrible Service
Posted by on
Rating: 1/51
DETROIT, MICHIGAN -- I must admit, after these first comments this review is going to get ugly. However, I will give AT&T credit on the fact that their initial installation in my home was fairly smooth, this includes the internet's performance, which is my main concern in this review. However, when I moved and had a change of address is when the problems began.

Starting off with the call to get my services switched to my new location the operator on the other end sent both, the direcTV installer and the internet installer to my last address.

Secondly, when the installer for my internet showed up they didn't use the correct modem, and for whatever reasons outside of my home, there was a problem with the wires so I had to wait an extra 3 days for a modem to be mailed to me in order for ME to install the modem. And I never got a smooth month of service since. I constantly have service interruptions, some have been for up to nearly and hour, others shorter. Many of their employees have been in my home to fix it, one tech switched the modem with a replacement, and the the disturbances came fewer and further between, but the fact that I'm paying for disturbances just doesn't sit well with me. They've told me they had people checking on the wiring outside before, but a customer can't really tell if that's being done or not.

Lastly their return policy for equipment is completely unreasonable. I have three pieces of equipment at my home and am more than willing to give this back to AT&T, however they don't send anyone out to take these things back, and will put $150 on your bill per piece of equipment. So I saw a bill that read 661.65 because of this. This 'give it to us, but we can't get it" policy is completely unfair to those that are disabled, or those that do not have the means to return the equipment to an AT&T Store, or a UPS Store.

I strongly recommend that if you need internet service not to go to AT&T for service. Based on my experience their customer service is so pleasant, ok, and apologetic is because their overall services are sub-par at best. Stick to Comcast, or I'll take a guess that a local cheaper place is better quality-wise. I could go on about their billing but if you need to know, I dare you to try them out. I know I'm sorry I did.
     
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Horrible phone company-Horrible Customer Service!
Posted by on
Rating: 1/51
YAZOO CITY, MISSISSIPPI -- I've lived in thirteen different states and four countries and deal with a number of phone companies. Believe me when I say that AT&T is the worst! There is nothing good for me to say about AT&T Corp. in general or specifically with their telephone service or Internet service.

We've been a customer this time since July 2011 and from the outset it has been a nightmare. Worse yet, when you call no one can help you. Customer Service Reps are limited in their ability and their authority and supervisors are never available. They tell you a supervisor will get back to you but they never do. When they give you a phone number to call for assistance, mysteriously the phone number doesn't work. Online service is no better. We know as we’ve tried both.

Our problems with AT&T are ongoing. We live in Mississippi and whenever it rains, there is an awful buzzing on our telephone line in on both incoming and outgoing calls that gets so loud we can't hear anything but the buzzing. Though, we have reported over at least a half a dozen times, and repairmen come out to look at it, and know what the problem is, it has yet to be repaired.

Our newest problem is with billing. This past summer we called Customer Service to see why our monthly bill for phone and Internet keeps going up. We were given a new and reduced monthly package rate for both phone and internet to take effect October 2013 and run for twelve months. Funny though, how each month we receive a bill that doesn't reflect the new rate. Every month we have to call AT&T to get our bill reduced and no one can tell us why the new rate didn't take effect. We are subject to long hold times and have yet to get this resolved. Each time we called we hoped it was the last call, but it wasn’t. Our last bill of January 2014 still didn't reflect the new rate.

In an act of desperation, we filed complaints with the State Utility Commission, the FCC, the TX AT&T Corp. Office and our federal government reps. Today, a contact in the Escalation Depart called us. Imagine, in order to get attention to our ongoing complaints we had to file a formal complaint. Nice, huh?

A word of advice: if you can go with another phone and internet provider other than with AT&T, go with the other option. We used AT&T for years in CA and Co for long distance service without issue.

However, as a local telephone and internet provider, they have a lot to learn about providing proper service and customer service. Our internet goes in and out and is not as fast and reliable as the service we had for four years with Qwest in MN. We once had Yahoo before AT&T acquired them and they were so much better.
     
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Paul on 02/01/2014:
There are a few issues here. Something went haywire with your billing, and when that happens with a large company like ATT or Verizon is can be a nuisance to resolve.

Your service problem may be that you have a land line - if so, telephone companies are loath to replace copper infrastructure (multi-pair street cable) because land lines are a dying part of their business. Many pair have gone bad in mine, and the tech who came out said "Verizon will never replace that cable," and I believe he meant it.

In the old days, techs could repair my noisy phone lines fairly quickly. The last time, it involved a cause that was about a mile from my house. It took numerous calls from me to supervisors and continuing to complain. If the buzz is as loud as you say, it is outside the acceptable level and it must be fixed. Keep pestering them. See if the tech will tell you what parameter is causing the noise, and if it exceeds spec. Good luck.
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Fraudulent Charges
Posted by on
Rating: 1/51
HONOLULU, HAWAII -- I have been a valued wireless AT&T customer for over 14 years when they first started out as Pacific Bell Wireless. 19 months ago I updated my phones by purchasing refurbished phones through their website. A couple of weeks ago I was informed by AT&T that I had an account that was sent to a collection agency due to nonpayment. This account was attached to phone #'s I was not aware of or never used. Turns out, AT&T not only updated my phones but also added two lines and opened another account when I originally purchased the refurbished phones. I have been on the phone with customer service for 3+ hours in the last two weeks and also have been to their store to get help from their manager on site who also was on the phone for approx 3/12 hrs while I sat with him getting transferred from one dept to another listening to him get frustrated with internal departments as well.

At the end of that session, nothing was resolved and I was told that my account was duly noted by him and that this point he will have to forward the information to his AT&T Area Supervisor who will not be available until Nov 1st (6 days from now). A store manager was not able to resolve this matter at that level! The charges are $1,250+ for non payment and early cancellation for an account that AT&T set up without my knowledge and now is unable to rectify their mistake. I've had to contact the collection agency they sold this account to, and all they say to me over the phone is "When will you be able to make a payment towards this account?" It's been a nightmare.

All in all, I always get a name and I.d.# of whoever I talk with on the phone @ AT&T because not always do they note my account with conversations I have with them and I find myself repeating everything from the beginning. I am looking for another wireless provider.
     
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Paul on 10/28/2013:
Sounds like you will need to wait until Friday, based on what they said, to learn more. Please stop back and let us know what happens.
Soaring Consumer on 10/28/2013:
Send a letter disputing the debt to the collection agency via certified mail.
nikalseyn on 10/28/2013:
I suspect you will get nowhere with AT and T in rectifying the charge. They have already sent it to collections and have, basically written it off. Just send the collection agency a certified letter outlining why you believe you do not owe the amount and requesting they prove the correctness of the charge. If/when they cannot, via signed documents, etc. by you for the charges/services, then ignore any subsequent collections. Send a written statement to all credit reporting agencies, eg., Equifax explaining why you don't owe this bill. Then, ignore all collection efforts. You can also be very rude to all collection people who subsequently call you.
cmthru on 10/28/2013:
Pull your credit reports ASAP. If the collection shows up then consult an attorney. Excellent move on your part by documenting the calls to AT and T.

Your credit has been damaged due to action done without your knowledge or consent. Also you may have difficulty getting service from another provider until this mes is cleaned up.
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Terrible Service, Customer Service
Posted by on
Rating: 1/51
LENEXA, KANSAS -- An AT&T sales person came by our house and sold us on switching from our current cable network to AT&T. We set up a date for installation. I made myself available from 9 to 11 for the tech to come and install our new cable, internet & phone. I had to get a family member to take my child to an appointment & turn down work so that I was available. At 11:10 no one from AT&T has shown up or Called. I call AT&T and after 10 minutes of trying to talk to a human being, I am told that they were not coming out that day because of an issue with an outside box that was fixed, but my oppointment was cancelled & needed to be rescheduled at the next available time they had, 2 weeks from now. They did not call to tell me they were not coming, did not rectify their mistake by coming out the day of scheduled appointment, instead I was put at the bottom of the list to again make myself available for 4 hours for them to come out 2 weeks later. The customer service representative was of no help & I told them I do not want your service if this is how you do things & they were completely fine with that & hoped my experience was satisfactory with AT&T and I would continue using them. What?!? I never had the chance to & I never will!! They never called to say they would not be at my home to install cable, phone & internet. I had to call them to find to out what was going on, which was not an easy task and frustrating. They don't care if they loose new customers, I can't imagine they would care about the ones they have. I have never written a review before but I have had it with companies that want my money & it's OK to treat the people poorly that are giving them money. I won't & I don't have to. I will inform other consumers so they do not have to experience consumer abuse.
     
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HERE WE GO AGAIN
Posted by on
Rating: 1/51
ATLANTA, FLORIDA -- Is At&T a rogue company? Why it does not allow its customers to reach it to discuss their problems? Where does it earned its power of lawlessness? If you try to reach this company to dispute a charge, it does not provide you of any means for doing so. You cannot reach it by e-mail or by fax. Or if you call it by phone you are in for an agony of waiting for hours until you give up or get disconnected. Worse, you would be told someone will call you back which never happens. If you send to them a regular mail you know where that goes. And if you by any chance or miraculously find someone to talk to there is no evidence of what you discussed or agreed upon, even though you are told that you are on a recorded line. The result always that you are screwed up. The irony is that this company specialized in communications. But they do not allow their customers to communicate with them. What kind of power does this company have? Do we live in the USA or in Somalia where there are pirates?

The sad part is that I worked for this company which was called Ma Bell at the time and I thought it was the most respectable, the most ideal and the most ethical company in the World. Today its CEO threaten to sue you if you talk to him. By that he is protecting the gang of pirates he is overseeing.

It is not my first encounter with AT&T but I am sure it will be the last.

In short, during the month of August I requested a home phone and Internet connection which were never completed for over ten days from the scheduled date. Despite calling the company for over five hours everyday in no avail I decided to cancel. After long hours and wait I was successful to talk to someone and I was told it was cancelled. A bill came in the mail which was delivered by mistake to a neighbor, who thought it was her bill and paid it. After she realized her mistake she gave me the bill expecting me to pay, since it was my account. AT&T since deleted the account but would never refund the money. There is no record of the account since it was deleted. Is this an act of theft? How can I dispute a charge of $137.29? It is incomprehensible how a respectable company can scam its customer this way. This is a rip off. I need to get my refund now. I am determined this time to teach AT&T a lesson in honesty .
     
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onlooker on 10/17/2012:
Registered mail and small claims court - might be your only recourse.
Good luck.
ok4now on 10/17/2012:
OMG...This has to be the worst customer service post. You did everything right and still got screwed. It makes you wonder how a company can treat its customers so badly and still stay in business. Part of the answer is they take advantage when you are under contract with them. Now they can ignore & abuse you. Don't like it? Cancel and get whacked with a hefty early termination fee. They hold you hostage.

I played this game with T-Mobile. Same customer abuse. I'm now with Cricket and NO contract. Okay they also have complaints but their service works for me. For $50 bucks a month I have unlimited talk, text and internet. Yes they throttle you back after heavy internet usage but that's not important to me. I can talk and text 24/7 with no surprises. If I'm not happy I can walk with no termination fee. This works for me.
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AT&T DVR Will Not Record
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Rating: 1/51
SPRING, TEXAS -- I walked into an AT&T store a few days ago, and was presented with a great deal, I thought. I could lower my Internet and TV service by about 40% for 6 months and then by about 25% from then on. The DVR would be free, and the modem included a router, free. Sounded great. The man behind the counter was very nice and informative. The next day the tech man arrived, and it took two hours but he replaced my Comcast with AT&. The Internet was speedy, and the TV looked great. However, he did not help me set-up my local network, so I had to spend 1 1/2 hours on tech support to get that working that evening. Then I noticed that my DVD would not record. I was on tech support for another 2 1/2 hours to no avail. I get going up the line, and each tech person repeated what the others had done--reboot, redo whatever, but the just same things.

The people were very nice to a man (or woman), but nice has been overruled by incompetence. The last man left with no solution, and told me, after trying four (count them) DVR boxes, that AT&T programmers were working on a known bug, and if it did not cure itself by Monday (this was Thursday) that I should call back the original tech man who installed everything to let him know!! Incredible. In other words, there is no solution.

So, will there be a price break for having a service that does not work? I'll let you guess that one. I can't deal anymore with this until my schedule clears, which will be about a month, but then if the DVR still does not record, I'm back to Comcast. They cost more, but at least it worked!



     
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jonthethird on 06/23/2012:
When I was installing, I NEVER touched customers equipment beyond the minimum to confirm signal. Computer, home networks, are personal items and I would expect the subscriber to have the basic knowledge on how to set up their equipment. After an installer pays for a computer "that was working perfectly until you touched it" he learns.
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AT&T Cashed My Check Not Made Payable to AT&T and Will Not Give My Money Back
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Rating: 1/51
ATLANTA, GEORGIA -- 4/09 AT&T deposited my check made payable to my name(example: Mrs. John Doe) for $ 1,500.00 into my telephone bill account. Why? I made an error: I enclosed this check along with my AT&T bill dated 4/19 for $32.53. at & t sent me a monthly statement showing $1,434.89 credit.
Questions # 1. How can at & t deposited $1,500.00 check made payable to Mrs. John Doe and not to at & t ? #2. How can at & t think someone will pay $1,500.00 for their bill of only $ 32.53 ?
PROBLEM with at & t gets worse than this....stay tuned..!
I immediately called at & t asking for an immediate refund. After talking to their pre-programmed computer conversation, I did not go anywhere. So my lawyer friend suggested to go to my bank and ask their help since they gave my money to at & t even though the PAYEE on the check was not at & t.
My branch manager called at & t in front of me and he was assured by David(employee number DD916) that a refund check will go out on 5/02. I asked the manager to ask at & t to credit my account -electronically-as at & t debited my own 1,500.00 electronically. at & t told him they do not have any means to refund customers ELECTRONICALLY...how CONVENIENT ! I called at & t on May 11, asking where about of my forthcoming money and I was told by Sergio that it takes 7 to 10 business days.
I called at & t on 5/15 and talked with Urvine(?) who gave me a reference number of RES120502080. I am still out of money and 15 days passed since David told my bank the check was on a way on 5/02.
5/17 Mr. Boyd of at & t said my at & t account still shows a credit balance of $l,434.89 !!! They are still holding onto my MONEY which they obtained illegally !!!!! He transferred my angry phone call to Ms Jeanetta. She called Accounting Department located at Jacksonville Road Block. What a strange name ? ! at & t must use this name to road block customer's money. Anyway she assured me I will receive my money in 7 to 10 days !!!
MY BIGGEST QUESTION= I can not cash in ANY CHECKS IF IT IS NOT made PAYABLE ANYBODY but MYSELF. Why at & t COULD CASH $1,500.00 check which was NOT made payable to at & t !??? Isn't this a fraud ? !!! and refusing to return this money to the rightful OWNER ?
     
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Just give the money back!!! on 05/19/2012:

You might want to put for depost only on the back of the depost checks. That way it can only be cashed by you. It would have been no good to anyone else.
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Worst for Service
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- OK so after logging 60+ hrs last year with AT & T wireless on not getting service and multiple dropped calls. I couldn't even make a call to 611 because I WOULD DROP A CALL sometimes it would take 4-5-6 sometimes 8 calls to get to someone before the call would drop. They had me spend another $150 on a "M-CELL" mini tower for my house. That worked but again costing me another $150. That tower ran off internet, LOL well when internet was slow ..I WOULD DROP CALL!!! I moved at the beginning of this year 2012 to another major metro city. ATLANTA kind of a slow market right? well I am still kicking myself in the ass, as I didn't get the point from last year and the horrible service and poor reception. I tried again... well I ordered U-Verse High Speed thinking it might be different. When they came to install the U-Verse the tech said I was about 5 house's from being in the "Range". but told me to wait and see what he could do and to hang tight. He came back and said it would work maybe maybe not we tried it and it did. He ran a test and it worked. Now the last few weeks I have been out of town on business and have not been at home using my internet, however last night I was on line and it was like I was in the 90's with dial up. I decided to run a speed test and it came back as. 30 Mbs and well that would be fine if I was paying for a half a meg. but I pay for 16.0 Mbs I am just fed up with AT&T and not wanting to go though what I went through last year I called up to cancel and missed my date for no penalty by about a week or so give or take a day or two. I can cancel for $450 .... we already pay roughly $250 monthly for our cell phones for last 8 years and simply put we will be switching our carriers of our cell phones as they expire as well. They knew I was outside their range and should have told me that it wasn't going to produce the speeds they promised and now I want to cancel they want to charge me. AT&T YOU HAVE LOST ME FOREVER I CANNOT WAIT TILL I GET RID OF ALL AT&T PRODUCTS COMPLETELY. I run a business and my customers are very important to me I VALUE their business. It appears I am just a number to you, and for that my money will now go elsewhere! I wish they allowed a "no star" rating, since they don't that is why they are 1 star.
     
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AT&T Uverse Internet - Bad Connectivity, Billing Errors
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Rating: 1/51
DUNCANVILLE, TEXAS -- I moved to an area that only has UVerse available for AT&T internet so I went with a Special for High Speed internet for 24.95 a month for a year, and a rebate for $100.00 for the modem that was going to cost me $100.00. The first problem was on my activation day, AT&T didn't have their part done for me to activate my service on the first day. You can't even try to activate until after 8pm. So then I had to wait a few days for a technician to come out and fix it. Now it hasn't even been two months and the connectivity has been sketchy. At first it was just during the day now and then for a short periods of time. Now its gotten longer times and more often threw out the whole day and night. I call for technical support and they say that they have to send a technician out. But the kicker is they have a disclaimer to sending someone out. If they find its a wiring issue in the home they then charge you $55.00 for the service call weather they do anything to fix it or not. Also they haven't gotten my bill right once yet. First bill they did not send the rebate form for the modem and did not give me my correct rate. The second bill is also the wrong rate. So now I have to possibly get a bill for $55.00 and waste even more time on the phone to fix the billing error they keep making. I heard from other people they had connectivity issues and AT&T does nothing to fix it, I thought they were just exaggerating but it is true. They have these issues I believe they are fully aware of, but do nothing to fix them. They just keep letting the consumer buy there product/service and let them get aggravated and let us have our time wasted. Then they have the right to charge us even more money because of their disclaimer before they will even send a technician.
     
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Alain on 02/07/2012:
You can make quick official complaints about this through these links: http://www.oag.state.tx.us/consumer/complain.shtml http://www.ftc.gov/bcp/index.shtml and http://www.fcc.gov/complaints
Steve on 11/03/2013:
We are at Lake Tahoe, West Shore. Signed up for ATT U-Verse Internet. I thought my connectivity was a tad bit slow, so I ran Speed Test. Holy Crud, I'm only getting .05 mps! Have retested a dozen times, always the same. I'm mighty glad that I didn't include TV in the package.
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