TRACY, CALIFORNIA -- My renew autopay plan is always the first day of the month, but I changed my AT&T plan one week after it, so they charged me twice (the old plan and the new plan). The AT&T website did not inform about it. I called AT&T to solve the problem and they told me that it does not have a solution because it was MY mistake! How is it possible? How should I know that if I change the plan in the middle of the month I would be charged twice??? It is totally unfair. They could have charged me more, but not the whole month AGAIN. I am very unsatisfy, frustrated, upset. They stole me, I was charged twice without an alert!
PASADENA, CALIFORNIA -- Stay as far away from AT&T Uverse as you can. From the beginning, I signed up being promised a deal and an ease of transferring and told I could continue the deal the second year just by contacting my salesperson again. Took me a month with no internet. A transfer was very difficult (moving from Earthlink). The salesperson was nowhere to be found a year later and avoided me. Constant need to reboot, constant long phone calls to who knows where the technicians are located.
Most recent could no longer record or watch recorded and downstairs TV stopped video. Repair guys finally came and replaced equipment. Still can't record and now no TV at all downstairs unless it's Roku. 3 long phone calls. Two appointments where no one showed or called (us missing work) and a third now scheduled. I want to lose AT&T as soon as I can figure out who might be better. That doesn't look great either.
MIAMI, FLORIDA -- I have had it with AT&T trying to redirect me into a forever pattern of departments that do NOT resolve anything. A network engineer came to my area from AT&T and determined signal strength is low. My calls drop or I cannot make a call on a brand new iPhone XR. I have three of them and they all do not work in my area. To make matters worse they do not call you back, keep their word or put a supervisor on the line when asked politely. I don't understand how they are in business.
I pay over 240.00 per month for what was supposed to be a "FirstNet" plan designed for first responders but it DOES NOT WORK. I recommend they take the display table down in their retail stores with a firefighter helmet as well as police hat! A true slap in the face to first responders everywhere! Shame on you AT&T!
COLUMBUS, OHIO -- Absolute worst company to work with. Every interaction with them has been a total nightmare. Initially, I switched over my wireless service after browsing online and going into the store with a chat transcript of the offer I was interested in. The sales representative confirmed the deal was valid for what I wanted, and stated that I would be receiving a $200 credit on my bill over the course of 3 months. This was a lie. I spent over 4 months battling this, with the transcripts as proof. Instead, they would tell me it's not a valid deal, and that the salesperson must have informed me incorrectly. I ended up giving up on this one.
Two years later when my contract ran out, I called to cancel the tablet that I received when I purchased my phone service. I noticed a few months later that I was still being billed for this service, and called back in to correct this. The agent stated that the note on my account said I decided not to cancel the tablet after all. Then, the agent proceeded to sell me on DirecTV. He said that I would be getting free HBO, a $15 credit on my phone bill, and all of channels that we watch basketball/football on, all for $40 per month including the taxes.
He also said that I qualified for the Unlimited data plan on my cell service, and that I would see a lowered monthly payment on my wireless bill for making the switch. I went over the details of this agreement - because it seemed to be too good to be true - extensively with both the sales agent and his supervisor. This turned out to be a lie, as my bill went from $77 to $144.
I called in about this, and the AT&T reps told me the best they could do is switch me to an $85 plan - still higher than what I was paying - and that I would have to talk to DirecTV separately. So, they transferred me to DirecTV, not even 2 weeks after the service install, and I wasted over an hour on the phone with Danielle, who refused to cancel my service for me. I begged her several times to stop trying to sell me and cancel my service.
After about an hour of this, she finally agreed to cancel, but said it would be $480 in cancellation fees. I wanted to cancel this service because it was affecting my phone bill, and to change my phone bill to a reasonable plan, AT&T said it would increase my DirecTV service to $65/month. She kept repeating that any changes I made to my AT&T wireless service would have no impact on the price I paid for DirecTV which would still include free HBO, and refused to let me speak to a manager. So I gave up, and decided to keep the $40 package.
Side note: Having DirecTV installed was a nightmare. I told them a handful of times before they arrived that I did not want anything put on the roof. When they arrived, they refused to set it up any other way, and I wasn't at home to stop it. Then, the technician told my boyfriend he had to have someone else come out to install it, even though my neighbors on the other side of the duplex got DirecTV with no issues. I called in about this when I got home from work, and they told me the technician "did not want to do his job," and that he marked us as "not home" on the work order.
A week or so after speaking with Danielle, I received an email stating that my DirecTV service was in fact increasing to $65/month - not the promised $40. I called in and spoke to DirecTV yet again. The gentleman this time proceeded to tell me that the "permanent $15 credit" on my account, was actually conditional of having the unlimited data package, however still calling it "permanent." He told me that Danielle had misinformed me, that the package was actually going to increase, and I was going to lose my HBO.
He offered to add HBO back on for $17.99 per month, when it only costs $15 from HBO directly, and it's only $5 additional on the DirecTVNOW app. DirecTVNOW also provides a cheaper rate for the same package as regular DirecTV, but does not include a contract. The app is also not made available to DirecTV customers, you have to purchase it separately. I am infuriated by the level of service I have received from this company. It is clear to me that they do not operate with integrity. As a consumer, I have rights that include not being misinformed and then bound to a contract because I did not get "Buyer's Remorse" within 24 hours of install.
CALIFORNIA -- In May 2017, I paid my cellphones (Two) over the phone in the amount of $224.75. I have a AT&T account and my boyfriend has the DirecTV account. AT&T somehow placed the $224.75 toward the DirecTV account. Now, the DirecTV account is only 97.00 per month and is taken out the account per month from my bank. I called them and told them about the mistake that they made and asked them to forward the monies to my AT&T wireless account. I went back and forth with the both the whole day. AT&T said that I would have to take that matter up DirecTV, and DirecTV said that I would have to take that matter up with AT&T.
A few days later my boyfriend received a text stating that the matter was taken care of. On May 5th, 2017 the funds were taken out of my account. I didn't think anything else of it because I thought the problem was solved. In June, I called 611 because I had a payment arrange to pay 150.00, which I paid by phone. Two days later my phones were shut off... I called the 611 number from my phone and the automated voice said, that I owe $600.00!!!
I called AT&T 1800 number and they said they reversed the 224.75 back to my bank in May. I told them I never received anything and that AT&T took the money out of my account. The lady that I spoke with told me to go to my bank and get the bank statement and take it to one of the AT&T stores... which I did. I explained to the MANAGER of the store on Lakeshore in Oakland and he himself said there was a mistake. He called AT&T reps, finance departments trying to help me as much as possible. He even asked them to turn my phones back on until they solve this problem... and they did.
On July 3rd, 2017 my phones were off again... 6 days after the I was with the Manager of the Oakland store. I spoke with AT&T again today and they sent me through the runaround again. Rep told me to go to my bank again but this time have them to fax my statements with the letterhead so that they can see if they reversed the payment. The banker at my bank faxed the statements and nothing on the statements show that they reversed the payment. I then went back down to the AT&T store and no one was able to help me with this problem... again.
I then went home and went online to file a complaint when the popup chat person came on and asked me can she help me. I told her my problem and she told me to hold one minute and she sent her manager to chat with me. He then gave me the runaround saying they reversed my account. So now I'm back to stage one. I'm frustrated, I feel like AT&T stole my money out of my account and placed it on someone else account. I've been a customer since 1990. I feel like I can't do anything about this. I need help!!!
REDMOND, WASHINGTON -- I left Verizon Wireless to go to AT&T Wireless because they were offering a deal to lock in a special DirecTV rate for two years. I had assumed (incorrectly) that Verizon and AT&T's networks were essentially the same regarding coverage area, speed, and customer service. Well, I was wrong on all fronts.
Let's start with their coverage area. There is no comparison. AT&T's coverage is horrible. I would have three bars and be talking on my phone via Bluetooth in my car and then drive less than a mile and be down to one bar. Next thing I know, the person on the other end keeps telling me I'm cutting out. Finally, the signal dropped altogether, and I lost the call. The coverage inside of buildings was horrible as well. I was lucky if I could even get one bar. Many times, I wouldn't have any service. I couldn't make a call, send a text, or browse the web. It was extremely frustrating.
Did I mention their customer service is horrible? The people that answer the phones have heavy accents which makes them very difficult to understand. I'm sure you get where I'm going with this. When I called to complain about the problems I was having, they told me there was nothing they could do about the coverage but asked me if an extra 4 GB of data each month would help. I thought they were joking. What good is an extra 4 GB of data if you can't get any service?
It got so bad for my wife and I that we left AT&T after less than six months. We knew it would be costly. We had Samsung Galaxy 8 phones to pay off, and we no longer had the DirecTV price locked in for two years. But what is the point of having cellular service if it doesn't work? The whole point of having a cell phone is so you can make calls when you need to.
So now we are back with Verizon and my wife and I couldn't be happier. The problems we had with AT&T have all gone away. It wasn't a fluke. I proved to myself that AT&T is incredibly inferior to Verizon. I will never leave Verizon Wireless. I hope my poor and expensive experience will prevent anyone from using AT&T for anything. They are a horrible company.
LAFOX, ILLINOIS -- The unfortunate event that sparked these conversations was that my Dad passed away on 1/31. I called AT&T about putting Dad's home phone (the number of which has been in the family for 50+ years) into vacation mode while we figured out what we were going to do. That was early February, and I didn't keep good notes as it seemed pretty straightforward. Received a bill in late February for the full amount again. Called on 3/4/17 explained the situation and was told that the phone would be put into vacation mode and that the DSL would be unaffected.
Called again on 4/3, spoke to Kevin, then Mark, and then Tamra and was told that the transaction wasn't completed because we became disconnected (from the Feb call). I was on the call, the conversation was completed successfully. Full bill again, phone not in vacation mode and was informed that DSL would be affected. I said, "Fine, put everything in vacation mode." I was assured (once again) that the account would be credited and services were in vacation mode.
On May 3rd, same thing, only spoke to Loqueshia this time. Home phone still active as was DSL. Still getting billed - no credits applied. Was instructed to pay the bill to avoid late fees, and that the account would be credited. Still nothing. Same story in June, and still no call backs as promised (from April, May or June). Ultimately my Dad isn't coming back, and I've informed AT&T again by online chat that I am done writing checks to them as truly they owe me a few hundred dollars; and that I will be taking my home phone, internet and TV service elsewhere asap. I asked that a Manager or higher reach out to me should they wish to pursue this - still nothing.
RALEIGH, NORTH CAROLINA -- Switched from Verizon to AT&T in July 2016. Sales guy promised $650 rebate for porting my number(s) over to AT&T ($1,300 total). When that credit did not occur, I called customer service, and they tell me it must have been an unauthorized third party dealer as they never made that offer. Which was exactly on the AT&T website during June/July 2016.
When my contract expired, I called in August 2018 to ask for a final bill, and they tell me that although my contract was 24 months, the phones are on a 30 month contract. Yesterday, October 4th, I went to an AT&T store in Midland, MI, to pay the remaining hostage fees in order to unlock my numbers. Took care of that, the representative gives me a website to unlock my phones. Nope!!! As I called AT&T yet again, customer service says no, you owe us $11.24 in late fees!! Refused to put a supervisor on the phone, first name only (Melanie). So I paid them their eleven dollars and walked next door to T-Mobile, and literally saving $101 per month with faster speed and unlimited data.
DO YOURSELF A FAVOR AND DO NOT USE AT&T!! Unless you enjoy weekly harassment, endless reminders of next month's bill via text/phone/email, and your bill amount changing every month. A literal two year NIGHTMARE with these clowns. And they do not care one way or the other.
MARYLAND -- AT&T Wireless is a scam. They are the most overcharged company with the worst customer service ever. I have had phone service with them for years. I found a cheaper company and switched my contract and I am still receiving bills from them. I also signed up for a free iPad that the associate told me would be a one year contract and then it changed to a 2 year contract. They charged me a early termination fee for 70$.
If you want great customer's service that does not include them telling lies about the products don't go here. I went from having a 120$ Bill to a 50$ unlimited bill. I will never go back to this company. I would rather talk on a house phone or no phone at all.
AT&T provided good service and accurate billing for my cell phone for many years. In late August 2017, I added AT&T Internet Service. Every month since then there have been repeated billing errors and confusion which have necessitated lengthy monthly phone calls to AT&T. In January 2018, AT&T's unfair billing practices went a bridge too far. AT&T billed me for this month and billed me again for December, despite the fact that my bank has established that AT&T cashed my check for the December 29, 2017 bill on December 20, 2017. I have called AT&T 4 times in the past 3 days.
I have reached AT&T call centers in the Philippines, Guatemala, and Mexico City. I have received misinformation and bad advice. The last call center representative demanded that I give him my bank account number, over an unsecured phone line, to a stranger in a foreign country, who works for a company that has already cashed my check and failed to credit it to my account.
When I explained that I had no confidence in AT&T's accounting procedures or their ability to maintain the confidentiality of my banking information under the awkward circumstances, the AT&T representative in Mexico City did, at least have the good grace to say he understood my concerns. Perhaps I shall be able to find a live human being at an AT&T office or facility in the town where I live who will help me resolve this matter.