SAUGUS, MASSACHUSETTS -- In May of 2018, I had DirecTV come out for service. With him came a salesman, Alfredo, who was from AT&T. He was looking to offer me a great deal with them and to get me away from Verizon. I bit. He took my new iPhone 8 and 8+ that I had just got into contract with with Verizon. ($900.) Alfredo took my phones, gave me new ones and said that AT&T will pay my Verizon bill for phones. Well, that never happened. I tried contacting Alfredo, after several attempts I finally got him and he said he was in an accident with a company car. Told me to go online and do it myself. I could not do it as the website said that the time to submit claims had expired. I could not reach Alfredo again. Phone disconnected.
I called AT&T and they had no clue and couldn't help me even if they wanted to because I did not have the phones. There is no phone number for the corporate office I was told, only a PO Box. I wrote a letter and no response. I tried again to get Alfredo and got him on Facebook messenger. He replied that it was out of his hands. And I could not reach him again.
I now have an unpaid ($900) bill for Verizon, my credit score has been hit drastically, and I have to deal with a collection agency to pay for phones that were stolen from me by Alfredo, this con man from AT&T. And I remembered him telling me that if I ever had to call customer service, they wouldn't be able to help me as this was a promotional offer. Red flag. I'm so dumb. He also said I was going to get this large gift card for signing up with AT&T. Never got that either. Don't care about the gift card. I want that bill paid. I don't know what to do.
MIAMI, FLORIDA -- A sales rep for AT&T in a Walmart store said that the Samsung J7 was free. No contract. A popular phone he said. 20.00 for activation fee. And $50.00 a month for the plan. November 24th. In January I received a bill for $177.00 for $30.00 activation fee and charges for the phone. AT&T had taken monthly payments from account in November and December. I am charged again. Many calls to complain. Phone isn't free and it's a 24 month commitment. Back and forth with AT&T. Very few at customer service know anything. Only go to corporate stores.
I had Verizon for 15 years. It started as part of a business account then the business shuttered and we all told Verizon and everything was good for a few years. My bill started creeping up and I got the same run around as I recently received from guess who? AT&T. I switched to them and had the same thing. Exactly. Makes me wonder sometimes if they have people research each other's company and mirror each other.
I had AT&T for maybe 2 1/2 years after Verizon. Did the same thing and just paid my stupid bill. They both crept me up to above $300 mark, which is not what I signed up for. I was very busy during this period as usual and didn't have much time to mess with this. I paid my bill like a good idiot. This is one phone and I use a ton of data. AT&T always had ways of telling me my bill was correct. They told me the best fix was to sign up for other stuff with them like cable and something else...can't remember because I wasn't listening. I would always tell them I simply wanted a ton of data and cell service for one, just me, for a lower monthly charge.
When it became apparent my bill was only going to go North and not South I went and got a Sprint phone. A ton of data and a cell phone. I told AT&T I was going to do this during our last conversation and it was as if I was a hot potato no one wanted to get in trouble over canceling. I still get bills from them, maybe always will. Shady company. All of this has occurred after getting someone on the phone who speaks and understands English. That's not easy. It's not the poor person who works for thems' fault they are not fluent, it is AT&T's fault...that's who hired them.
These two companies sure sound similar to me, the difference being that Verizon's coverage area was truly spectacular, the best I ever had. I have spoken to the customer loyalty/customer retention departments at both places. I find it sad how they have been trained to operate. Lastly, I'm a double complainer. I have thrown both AT&T and Verizon under the bus here. So, could I be one of those people who is in the 3%, or whatever the number is, of people who is a problem and a complainer and you're better off not doing business with? I sure hope not.
In my business I have seen those people and they are awful. I actually feel like I am partially responsible by being an idiot who just kept paying the bill all those years. I'm one of the people who just kept rolling over and paying stupid high bills. That must make the way they do things more profitable for them in the grand scheme. Do I work for Sprint? Nope. My bill with unlimited data has been in the low $100's so far. Like $108 last one. Was led to believe it was going to be sub $100. Seems my data with Sprint slows a bit when it's later in the billing cycle and I've used a lot of data.
Sprints coverage is better than AT&T, but not near as good as Verizon. If they do the "creep my bill up" game, I will ditch them as well. I think this is the first review I've ever written. I'm going to watch for it on here, as I'm stunned these companies don't have a way of getting this off the internet. If it was my company I would try...AT&T and Verizon both are terrible. The jury is still out on Sprint but time will tell. All of this is just my opinion.
CARLSBAD, CALIFORNIA -- My wife and I bought overseas plans to add to our cell package, which we already pay too much for. $40 per line so we could use data and only be charged $1 per minute for phone calls. All kinds of stuff showed up on the bill that we don't know what it is, nor can AT&T explain what it is. "Blocked calls" and local London calls. Not only do they not know what they are, they have no interest in finding out, but we are supposed to pay for these unidentified things.
The Customer service person I dealt with finally, after three calls and two hours, was disinterested and couldn't care less about my concerns. She just repeated policy and seemed happy that I suggested that I would take my business elsewhere - which I will and I suggest anyone reading this do the same.
I have been an AT&T customer forever. I was a Cingular wireless company when AT&T acquired them in 2004… I have been with AT&T ever since. I will now search for a new wireless company. I have been just baited and switched. I purchased the BOGO phones on the NEW Galaxy S8's. And I have been served and taken care of by countless employees. All selling me these BOGOs and telling me when my credits will start to kick in. I have been going through months of phone calls chatting online. Getting reassurances of how much I'll be paying and how much I will be paying EVERY MONTH. Which should be no more than 112-115.
Now I am told from someone at customer care that I need to get DirecTV??!!! Why is this a deal? Have you guys ever had DirecTV? Plus what kind of BOGO is that? You still would pay the same amount as if you just purchased these phones on your next deal! NO ONE EVER told me I had to do that. I kept getting reassurances I kept getting told what my price will be, I kept making sure month after month and now well into the 4-5th month I'm be told this?
I would have NEVER gotten that deal, It's no deal at all? It's a bait and switch and I can't believe that this company I devoted YEARS to has done me like this. I will as soon as I can leave for another wireless company. These guys are absolutely a company I will start to steer friends, family and anyone else who hears me to never use them ever.
On August 6th of 2010, I purchased a new Samsung Captivate from an AT&T Retail store. Within the first couple of months, I noticed my phone would turn off randomly. At first, I believed it may have been a button push caused by me while the phone was in my pocketbook or pocket. After a little while, I noticed it would happen when the phone was not in my pocket or pocketbook, but at random times and places. Sometimes as many as 3 times a day. I called AT&T and was transferred to their Android warranty technician.
They walked me through a factory reset and promised that the problem would be resolved by the reset. The reset did not stop the shut downs at all. I started to do research and learned that the shutdown issue was being experienced by many other Captivate owners. There are many boards and forums with people complaining about this issue, not excluding AT&T's own community website. Those having their phones replaced by AT&T were getting refurbished devices that were also shutting down. Those who went to Samsung for repair received their "repaired" devices and still had shutdowns.
In December, after having a particularly bad week with shutdowns, I again called AT&T. I explained that my phone had been reset and that it still had shutdowns. At the same time, Samsung had sent out notification that there was a known issue with the Captivate that caused it to shut down. It also stated a serial number (or IMEI) range and manufacturing date range that would most likely experience the shutdown issue. In short, those phones manufactured after November 6th, 2010 would not have this issue. The operator assured me that I would not get a phone with a shutdown issue and proceeded with processing a warranty replacement.
I received the phone on January 7th. By the next morning, the replacement phone had shut down on me 5 times. I repackaged the replacement phone and sent it back to AT&T. I called AT&T the same morning to report to them what had happened with the replacement phone and that I was assured by the previous agent that the replacement phone would not have the shutdown issue. I was told by the current agent that there is no way to insure that any refurbished phone that is sent to me will not shutdown. I then stated that I purchased a NEW Samsung Captivate and instead was sold a defective device with a known issue.
I should be able to have the NEW and non-defective device I paid for in the beginning, not a defective phone that will be replaced with another defective phone. The agent stated that if I wanted a new phone, I would have to contact AT&T customer service, which I did. As it turns out, that was just a redirect, as they also told me to contact warranty to see about replacing my phone. After a "cool down" period, I again called AT&T on January 24th to inquire about getting my phone replaced.
I explained that I had been having shutdowns, received a replacement that also shutdown and wanted to receive a non-defective phone, as that is what I originally expected when I made my Samsung Captivate purchase. The agent stated the refurbished phones that were sent out were not defective as of November 6th. I then stated to him that the replacement I received was in early January - well after November 6th - and it was certainly defective. And that the November 6th date was manufacture date, not a ship date. I had already been down that road and tried everything.
What I really wanted was to have a non-defective Samsung Captivate, manufactured after November 6th. Unfortunately, the agent reverted back to the statement of the previous agent - there is no way to insure the refurbished phone that is sent to me will not shutdown. I reminded him of the manufacture date and suggested that sending me a phone manufactured beyond November 6th would (according to Samsung and AT&T) insure that I received a phone without the shutdown issue. He again stated there is no way to insure the phone that is sent to me will not shutdown and would I like to move forward with a refurbished replacement.
I stated no, as I had done that already and I did not think it was fair that I could not be assured of a phone that was not defective, even though I paid for a new phone. At this point, I would like AT&T to replace my Samsung Captivate with a New Samsung Captivate, since that is what I paid for. Once they realized that the shutdown issue was wide spread, all Captivate owners who purchased a new Captivate that was defective should be able to get a new (not refurbished or repaired) Captivate that is built without this issue.
OLEAN, NEW YORK -- 2-year upgrade done in June 2011 - iPhone 3Gs. July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store, told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and AT&T, but if I waited 4 months a new phone could be given (purchased) by overriding the system at a new 2-year contract and pricing. Again, had to wait 4 months.
Waited the 4 months with a crappy old 5-year broken phone that semi-worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone (was looking at $450-500 minimally). Told to call Customer Service and they could help me.
I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted AT&T to work with me because I have been a long-time customer for over 10 years and if they really appreciated me for using AT&T and being a long-time customer, that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered.
I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it. I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them, then I would. I just wanted someone to work with me. He hung up on me.
Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of AT&T. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!
I'm sharing my story to save prospective buyers of this phone some heartache. I had my last cell phone for about 6 years. It worked fine, but was an older model. The "pay as you go" plan has worked out well for me. I excitedly bought my LG GS390. I used the phone for 2 days, then left it in my purse in a padded front pocket, in my bedroom, while I was gone for a long weekend, to a wedding. When I returned, I checked it for messages, and all I could see was a spider web kind of effect on the screen. I immediately went to AT&T (where I bought the phone) and showed it to them and was told I cracked the screen!
The phone was barely 1 week old, and I was gone for 3 1/2 days of that time. I am a 55 yr. old woman and have had cell phones for many years, and never had anything like this happen. In the store, I was told, "You broke it." and told that they could not do a thing for me, but they would sell me another phone! I am convinced that this was a defective phone and the slightest movement or shaking in my purse when I was carrying it, caused the damage to happen. There is no other explanation. While discussing this matter, a sales person went so far as to say "sucks for you!"
I would like everyone to beware of this phone, and while this might be an isolated incident, both the manufacturer and the retailer will not back up their product! I bought the phone with a 30 day money back guarantee if I changed my mind, but they said that did not cover this phone. I asked that they fix or replace it and they said "no way". I do not know of any business that can operate like this and I want to warn anyone considering this phone to beware, no one will stand behind the product.
AT&T just lost 4 customers in my home, and I will never buy LG again. I hope that my story will help anyone out there researching the phone to think twice in dealing with these 2 companies that refuse to stand behind the quality of their products. There is no excuse for a phone to break in the very first week. Apparently the poor quality, defective phone is now my loss.
My wife and I researched phone companies for weeks before deciding to go with AT&T. We went into a local store talked with the salesman and manager extensively about plans and service and if we didn't like the service what our options would be. We were guaranteed on paper to be able to return the phones and service within the first 30 days. That is AT&T's big promo item about their company, 30 day return policy. Well 13 days later numerous dropped calls and no 3G access, we took the phones back. $300 in restocking and return fees at the store later, we were pissed!
My wife's phone was impeccable. I still had the protective stickers on my phone and we kept them in cases. But we paid it and left, after the store manager kept repeating "I don't know why the salesman told you that, we've never offered free returns on phones". Since we turned in the phones, AT&T has turned us into collections for over $700 for not returning the phones within the 30 days. We turned them in 13 days later!! I spent an hour and a half on the phone with a really nice representative. He was great and assured me that almost all the charges would be dropped. He was very apologetic, but we still had to pay over $100 for the service for TWO WEEKS.
He couldn't believe we were charged for cancelling within the 30 days. He even called the store to verify everything was turned in. He apologized profusely and assured me everything would be taken care of and we wouldn't have to pay more than $65 at the end of the conversation. Approximately 2-3 weeks later we are sitting in COLLECTIONS!!! My wife spent over an hour last night with an AT&T supervisor at their support center who was rude and uncaring. She told my wife basically tough, "you're in collections pay it."
If we wanted to fight it we had to open a new case to do so. She even got on a conference call with the store manager where we had purchased the phones and he confirmed everything we said. He asked the supervisor if he could fax her the receipt from us turning everything in and she said NO! So here we are, my wife has NEVER been in collections EVER! We've already paid over $300 for two weeks of service and AT&T is still screwing us. Thank you AT&T for having the WORST customer service and being the WORST cell phone company.
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.