BALTIMORE, MARYLAND -- AT&T Customer Service and Resolutions: AT&T has been billing me for a phone line that has never been used. I contracted AT&T in Dec 2016 and told them that I mistakenly purchased a phone for someone and wanted to cancel that service. I was told that I could suspend the service which I did... but that I had to continue making payments for the phone in the amount of $68.59 until the phone was paid off. I was under the impression that the charges on my bill each month for $68.59 was for the payment of the phone until the balance was paid in full.
After the balance on the phone was paid off I noticed that I was still being billed $36.99. I called several times but as usual could not wait the required 30+ minutes to speak to a representative every time I called because they are always busy etc...
When I was finally able to reach someone I found out that the phone line was still active and that is the reason why I was still being billed $36.99. They told me that the line should have been cancelled not suspended. I told them that the phone line has never been used as evident because there has never been any activity on that line. Why would you continue to charge me for a service that has never used. In addition, why was the service not cancelled as requested and that I have been paying for a service that was never used.
So basically over the past 36 months because the phone line was suspended and not cancelled (which the AT&T corp explanation & difference between suspension and cancellation was never explained to me. Because why would someone only suspend a line of service on a phone that they don't have or use?) So basically I have been wrongfully & unjustly billed for a service I have never used over the past 36 months X $36.99 = $1,331.64.
Unfortunately the customer service representative was only able to offer me credit for 3 months which she informed me was my only resolution that I could accept if I wanted to resolve my complaint, which after being a valued customer of AT&T since 2008 is ridiculous.
I am going to cancel all my services with AT&T ASAP! PLEASE DON'T MAKE THE SAME MISTAKE and trust that your monthly bill is correct and do not trust AT&T's customer service and billing department that they are knowable and helpful and that they have your best interest at heart and that they want to do what is best for their valued customers because they are only there to mislead you and keep billing you for what ever service they can regardless if you use the service or not.
LYNNWOOD, WASHINGTON -- My first time with AT&T and I immediately had problems! They ported my phone over to their network from another carrier but I couldn't get my messages or calls for two days! Those messages were important and because I didn't get back to them, put me in a bad position. Before that, I tried calling their IT department who spent an hour with me and couldn't resolve my issue. Then comes the bill. I was overcharged and amount was not as I expected and differed from what their representative stated. I called their customer service to complain, but had my call dropped!
Imagine that I was using AT&T wireless talking to AT&T customer service and my call was dropped, maybe not by accident. I then called back but was told I was talking to wrong department and they transferred me to another department that told me they transferred me to the wrong department! Also, AT&T taxes are way too high compared to other carriers. Whatever you do, don't sign up with AT&T because you can't talk to customer service, won't get your tech problems resolved, and you will never get a manager online who cares. Stay away!
HAVRE, MONTANTA -- We have been without cell service for the past five days. No one seems to care about remedying the issue or give us a timeline for when we'd have service back again. We were actually told that there is no guarantee of 100% coverage all the time. We also had customer service reps treat us like we were stupid and hang up on us instead of help. We have been trying to get our phones unlocked for the past few days and keep getting conflicting information and one hoop after another to jump through. It's now been five days no cell service and two plus days trying to get our phones unlocked. Will never recommend AT&T to anyone I care about. They have no regard for their customers and no desire to make things right when they've done wrong.
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&Ts 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.
SAN DIEGO, CALIFORNIA -- The absolute worst company to ever 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 referred to a supervisor #** 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!!!
I've been held hostage by AT&T because I love my iPhone, but its customer service is horrible, dreadful and the worst of any vendor that I deal with. Therefore, I would NEVER consider moving my internet service or land line phone service to AT&T (Cox has great customer service). I have a Dell computer, an HP computer, and Cox Cable (for cable, internet and land line phone service) and AT&T is absolutely, hands down the worst of the bunch to deal with. The AT&T stores are fine; it's when you have to use the website or call the 800 number when you will curse the day you became its customer and feel trapped due to the contract or your iPhone devotion. I'll give you 3 examples in the past 12 months.
First example has to do with website customer service access. I created a user id and password to access its website. Then when they changed the parameters for user id's or passwords mine wouldn't work anymore and of course I couldn't sign on to change it AND I couldn't create a new one because it saw that I had one associated with my phone number. The ultimate catch-22. If this situation happened with Cox Cable, I could resolve the problem in 5 minutes with a phone call. With AT&T it took 3-4 months!! Yes, months to resolve.
First of all when I called the 800 number repeatedly, they couldn't put me in contact with anyone who dealt with website login issues. After months, I was the one who figured out what was likely happening and asked the person to just delete my old online account and that fixed the problem. Next, I had the misfortune of buying an AT&T card to connect my laptop to the internet wireless through the cell phone network. For 6 months it was so slow and no one seemed to care and no one solved the problem.
Finally, after several phone calls and several re-installations of the communication software it was working at a speed a person could live with--reasonable response time for email and reasonable response time for the internet, but guess what--they couldn't get their own AT&T communication manager software to work!! And the only way they could get it to work was to use the Sierra Wireless communication manager for the device that AT&T remarkets with its name.
Third and last problem. Because their wireless coverage in our area is spotty they are now selling customers a $150.00 microcell tower to put into your home to route calls not over the AT&T cell network but over my reliable COX Cable Internet connection. I get to pay $150.00 to cure AT&T's wireless coverage problems and the solution involves routing calls over a competitor's internet network. I bought this device on Saturday December 12th. As of today Sunday December 27th, I still can't activate the device. The problem is small--the device can't recognize my street address needed for E911. But 13 days and counting and AT&T cannot resolve the problem.
Let me tell you what I've done and then you will know what it's like to deal with customer support at AT&T. First, when I bought the device at the store, the agent at the store had problems entering my address, so we knew right away there was a problem. He said, "I've had this problem before and I can enter an address down the street from you that I know is OK". I said wait a minute, this address is used for e911, I don't want someone else's address. Then, a few days later they emailed me and said "enter your PO Box number as your address" (our town doesn't get postal delivery).
I enter the PO Box number and hit the activation button and the process fails. I call the 800 "support" number the next day and they enter a ticket number and promise a callback in 48-72 hours. I get a callback within that time to tell me the case is pending and there is no news. I call back today and I'm told the case is pending and there is no news. During the week, the store sent me a "solution" which failed as soon as I tried it.
This is life with AT&T wireless customer support. I can't even call back to tech support with my tech support "ticket number" to check status because over the week they changed the number of digits in the pin numbers and the pin number they gave me 6 days ago is too long! It's a constant comedy of incompetence when dealing with AT&T wireless support and I've seen no attempt to improve the quality of support at all.
I had signed up for AT&T Wireless's service back in March. When I went into the store, I was told that coverage in my area was vast and that I had 3G all over the city. When I ordered my phone, I found out that coverage in my area is not vast. My phone kept moving onto the EDGE network, and I had to set it manually to get it to use 3G. The EDGE network was static filled, with slow data speeds and dropped calls. The service didn't work in many buildings and the circuits would often times be overloaded. The 3G wasn't any better. When I called AT&T, the reps seemed barely able to understand my problem and kept transferring me to different departments.
I was told that even though the maps show 3G in my area, that coverage wasn't guaranteed, but that the good news was 3G network upgrades were just a few months away. I was also told that if I kept having issues after the updates; that my ETF would be waived. So I dealt with the problems; hoping the upgrades that were "Suppose" to come in July would take care of my issues. When I called back in July, I was told by one representative that there wasn't any upgrades on the way. The next representative said there were upgrades coming, but that they would be made in August.
The next representative said the upgrades would be in November. And another representative said that the upgrade dates always change and that the upgrades wouldn't be made until January of 2010! Each representative telling me a different story, and each time I was treated like the problem was actually my fault. I then filed a trouble ticket to find help, but soon found out that the trouble ticket had been closed without AT&T even bothering to look into my problems. I then filed another trouble ticket, and again my issue was ignored and notes were added to my account to (NOT) open anymore trouble tickets.
When I asked about leaving and told them that I had notes on my account that stated my ETF would be waived, they put me in touch with a manager who couldn't have been any ruder and said it was my fault for not leaving within the 30 days. When I told him that I had stayed because I was assured by different reps that network upgrades were coming, he went silent and said he would wave some of the Early Termination Fee. He then continued to blame me for any faults and said that reps don't have the ability to make claims like that. So it didn't matter what notes were on my account, that they wouldn't be honored.
After going through the hell of dealing with representative after rep, they finally waived the ETF and told me that I would get a pro-rated refund for the last month of service that I didn't use. After I wasn't sent the pro-rated check, I called them to find out what had happen and the representative told me they don't make pro-rated refunds for the last month of service, even if the customer only used a few days of it. But he did say he would have someone call me, which no one ever did. So I am writing this to warn people to STAY AWAY FROM AT&T WIRELESS! Their reps are poorly trained and they do not care about your problems.
AT&T will also force you to pay for your last month of service in advance (which every carrier does), but unlike other carriers, AT&T will not refund your last month of service. They keep those fees, even if you were only allowed to use a few days of your last month of service. I can't even imagine how many people have lost money because of this!
AT&T is by far the absolute worst carrier I have ever used. The network is garbage, the reps are poorly trained and rude, and even though they use GSM & Java; they lock their phones down to the point where you're forced to buy everything from them. There are much better carriers out there. So I would suggest if you're thinking about switching to AT&T, then DON'T! It's not worth the hassle! Nothing can be done. I now HATE AT&T and will NEVER trust them again!!!
NORMAN, OKLAHOMA -- My wife has had AT&T Wireless service for a number of years and has been fairly satisfied with their service (from a technical viewpoint). That all changed this week. We decided to add another line for me to use. We found an excellent deal on their website, filled out all the details, and waited. Our new phones arrived on time, BUT instead of renewing my wife's contract and adding a line, they sent us TWO new lines and a brand-new contract. My wife called that day. We wanted to return the extra phone line and add my new line to her contract. She talked to "Secondary Sales" was then transferred to "Customer Care" and was then transferred to "Web Sales" and finally back to "Customer Care".
No one was able to help her, or explain what had gone wrong. Total call time: 3 hours. I get home from work and she explains the situation, and I call again, starting at 6:30. I call the "Customer Care" number first. I get transferred to "Secondary Sales" back to "Customer Care" and then to "Web Sales." This final lady was extremely rude and informed me that if I didn't like what they sent, the only thing she could do was cancel the whole order. So that's what we did. She advises me to wait a day and try the order again. It is now 10:30 at night. I have spent 4 more hours on the phone with these people. So I wait, and try again, before the excellent deal expires. I get an email the following day to call them. Uh oh...things aren't looking good.
I call them at the number listed (it's the Web Sales number again). My order has been declined because of 'bad credit' and the attendant hangs up on me. I call Customer Care to ask what the problem is (our credit is excellent). Customer Care checks with the Credit Department, and yes, our bills have been fully paid ever since we had the phone. We are excellent customers, she says, and she's sorry, but she can't help us. She offers to transfer me back to "Web Sales" but I decline. This phone call took 90 minutes. We are currently looking for another wireless carrier. The customer service offered by AT&T was HORRIBLE. No one was interested in helping us. I would not recommend AT&T wireless to anyone whose friendship I enjoyed.
DO NOT TAKE AT&T Service no matter how much you like the iPhone or hear about the 3G network. I had an iPhone gifted to me in 2008 and went to the local store in Portland to get the service activated on my way to the airport on a vacation to Disneyland with the family on May 11 2009. Since I had the phone, I confirmed with the store that I would NOT be tied in a 2 year contract but on month to month.
For the last 8 months I have had nightmares with their network reception in Portland, and across many cities in CA, AZ, WA, NY and MD. Their network is in the stone ages, as I have used other providers in the US and many other countries. My used minutes kept increasing, which made me pay hundreds $ for dropped calls etc. After lots of calls and losing my head with endless number of reasons that provide no resolution, I got some credit back, but not a complete audit of my past huge bills I already paid them for. I finally decided to get over the iPhone bug and move over to another provider.
When I called their cancellation service I am told that I need to pay early termination fees as my contract is for 2 years???!!! When I never bought the phone from them to get into the contract and had confirmed it. My bad I did not read the fine print as we were headed to the airport. Moreover, their customer service says that to rectify the contract issue I must deal with the store directly. I recently moved from PDX to DC so basically I need to keep calling the store which never has any free reps to answer the call, or should fly there to fix this.
The nightmare just got even worse. I am disgusted with AT&T. They have many underhand and deceptive ways to make you burn your minutes and pay extra $'s. Have you noticed that if you make any call to AT&T from your cell phone, you'll hear endless recorded messages and be put on hold to keep burning your minutes for which you will end up paying them. There needs to be a law to protect the consumers and make them accountable!!
ATLANTA, GEORGIA -- The AT&T Wireless 3G network has many problems and issues in the Cincinnati, Ohio area that never get fixed no matter how many calls to technical/customer support you make. Ever since I started service with them, I've had about 50% of all my calls dropped. During morning and afternoon rush hours, you can never get a clear call. There is always crackling and static in the line. The voice will also cut out. Many times, I won't receive text, picture or voice messages people send me. Especially people who send me messages from Verizon phones.
The 3G network goes down quite frequently and you aren't able to check your e-mail. Coverage is spotty at best and there are quite a few dead zones throughout the city, reception in and around my house is poor, and customer service is very unknowledgeable. They will always try to blame your phone for problems happening. I've read many other reviews online of people having the same issues I am having with them. No technicians are ever sent out to check the problems. When will they come to Cincinnati and fix the tower issues here?