CANYON COUNTRY, CALIFORNIA -- Let me start with my wireless phone, I switched carriers and wanted the same service I had, a limited data plan and insurance on my phone. First, I was talked into an unlimited plan and an iPhone watch I really did not want but was told they would take the cost of the watch from my TV plan. That did not happen, they give me a credit of $25 on my TV plan but the watch is $50. Also, I just found out I do not have insurance on my phone and the screen is cracked. Next, I wanted to cancel U-verse because it is so bad and was told they could give me the services I had using U-verse for $80 per month. I had all the movie channels and internet. I accepted.
When I received my first bill it was for $185, the same price I was paying with U-verse, and when I called to ask about the difference in cost no one knew what I was talking about. I urged them to listen to the recorded call, that they are always warning you about, but was told they did not have access to the recordings. So, that meant they would have to take my word for the pricing discrepancy, they didn't. Now, I am stuck with a $165, they gave me $20 off my $52 internet bill for my trouble and a $185 cell bill. I am totally disgusted with their shady business practices and will switch to someone else as soon as possible.
MIAMI, FLORIDA -- I started my application for a service but did not send it. After having some answers from their customer service chat on att.com decided not to go with the purchase so I did not send the form. Just yesterday my credit monitoring service notified me that AT&T actually did a hard inquiry on my credit meaning once they got mine SSN on the second page of the form they started using it to inquiry about me. It is incredible. I'll complain about this and take actions accordingly. Any data that you enter in a multiple page form should not be used by any company until you hit the final "SEND", after the final review, until then IT IS MY DATA. That is illegal.
BREA, CALIFORNIA -- Roughly two months ago, I went to the Brea retail store in order to become an AT&T Wireless customer. Leydi ** was very very helpful. In my personal opinion, Leydi ** is the number one employee at the Brea retail store. When I walked into the Brea retail store around 12:30 in the afternoon on Monday, July 10th... Leydi greeted me by name. Leydi ** is truly an asset to the Brea retail store and to the AT&T Corporation. Leydi ** should be highly commended for her helpfulness and for always providing excellent customer service.
I walked into the Brea retail store around 12:30 in the afternoon on Monday, July 10th because I wanted to put myself on a lower rate plan for my cell phone service. Anthony ** patiently helped me explore all of the options that were available to me. Anthony ** should be highly commended for his helpfulness and for providing excellent customer service.
OVIEDO, FLORIDA -- I am writing regarding the above number associated with the "free" hot spot I was practically forced to take home with me when I upgraded from my trustworthy flip phone to the Samsung Galaxy S4 last summer.
When I bought the upgrade I was told the phone "came with a free hot spot." I told the salesperson I did not even know what a hot spot was and did not want it. The salesperson, eventually aided by a second, insisted that I could not possibly turn down such a wonderful device, especially when I got it for free. They asked me if I had children and I said yes. They made it sound like I would be nominated for parent of the year if I had no use for it and passed it down to them. I kept declining and they kept insisting. It was basically implied (using all that good salesmanship training from AT&T) that I would be a fool not to take it. Who turns down a free gift like that?
And a fool I was. My bills kept getting higher and I kept getting tagged $15 every time the hot spot's usage went over the GBs included in my plan. At first I did not pay much attention (even after I realized there was a $20 monthly fee associated with the device which I also had not been made aware of). But then it really started to get out of control. In order to keep up with the little monster (the hot spot) I had to upgrade my plan 1, 2 maybe 3 times with more GBs until I finally could not pay my bill. I told my daughter I was sorry, I was canceling it, and assumed it was a matter of disabling the thing and changing to a cheaper plan just for my phone.
You are very, very smart. That is why you are making millions and I had to file for bankruptcy last week, not that you would care. I stuck my neck out to defend you whenever friends and acquaintances mentioned in passing you were the worst, most corrupt wireless company (or should I say spineless).
Two weeks ago I called AT&T to ask that they suspend immediately any services associated with the little monster, only to be told that I had signed a 2-year contract for my "free gift," (you know, the small print). Nobody told me during all that haggling that I was signing a 2-year contract for the hot spot. What was really important for them was that I, your customer of 10+ years, walked out of that store with the little monster. "For free."
I escalated my phone call three times until I reached a manager called **. All he did for me, in order to not incur a $99 penalty for breaking the contract, was to adjust my bill so I would only have to pay $10 instead of $20 for being the proud owner of the little monster (without using it).
Again, I am sure you do not care about the amount of financial stress I have been under lately but I conceded, lowered my plan to 2 GBs and left it at that. I had bigger problems. Now that my bigger problems are behind me, I decided to contact you to inform you of the following: I will not pay $10 a month for the deactivated hot spot. I will subtract $10 from every bill you send me from now on.
Let me know how you will punish me, harass me, sue me or otherwise try to make my life difficult. Bring it on. I know people with the same plan I have (different providers) who pay $30 a month. I hope you will extend me the courtesy of a reply, preferably in writing.
TO THIS DATE 10/20/2014 I HAVE NOT HEARD FROM AT&T OR RECEIVED THE REQUESTED WRITTEN REPLY.
I would have never imagined in my wildest dreams that I would be as disappointed and dissatisfied as a consumer with ANY business as I have been with AT&T. I have had issues from the time of my contract inception in December, and have called at least 10-20 times a month since to address billing errors and discrepancies, service failures and even dishonest statements that were presented by AT&T representatives. Will explain the dishonesty, rudeness, service issues and manipulation with a few of the anecdotes that I've come along with my 4 month experience with AT&T:
Before I signed up with AT&T, I obviously compared the plan rates to my provider at the time, T-Mobile. To have my corporate discount applied, I was told I would need a code from my employer. I retrieved this code and provided it to both the AT&T representative at the Radio Shack I purchased the service from along with an AT&T representative on the phone who both explicitly stated that I would get 19% my bill.
The AT&T representative at Radio Shack calculated my phone bill with this 19% applied to the bill so that I could compare it to the deal that I was getting with AT&T. Yes, it was approximately $10 more than what I was paying with T-Mobile, but I was intrigued by the mobile to any mobile feature that I thought it was worth the go. They mentioned to me that the corporate discount would only be applied on the second cycle.
When the second cycle rolled around, there was not a 19% discount applied to my plan, but rather to a certain portion of it- leaving a discount of peanuts vs. the information I was given. I was lied to and was stuck with a significantly larger bill than what I had been promised. To make matters worse, I had to wait for the second cycle to see this manipulation take place-and by that time, your 30 day grace period is over and you're totally locked into your contract, leaving you persecuted with termination fees should you feel it's in your best interest to leave with the faulty and misleading information they have provided you with and has left you victimized.
Mind you, I had specifically asked both representatives HOW the discount would be applied and they both said on the entire bill-the representative calculated as such as well on a rough paper. Then there was issues of the signal and customer service: The signal was unbelievably poor within my home. Though I was getting signal in various other places where I use my phone, there were places I did not get good service and my home was unfortunately one of them.
I had called to complain of this issue weeks of service initiation and before I left to go overseas, but I was then introduced to the issue that somehow there was an additional line that was on my account and I spent the rest of that phone call having it addressed. After I returned, I found myself having to address this issue again and the representative I spoke to said there was nothing they could do because I was out of my 30 day grace period. It was also apparently written nowhere on the notes that I had been on the phone with a representatives for at least 20 minutes explaining the poor coverage that I was getting.
They choose what they want to write and what they don't want to write apparently, and you're left to being screwed as such. I couldn't believe the unprofessionalism I was getting with AT&T especially at this point. They did not even try to honor regarding my issue, saying that "that's too bad." They didn't even mention that there was a MicroCell available-something I was only told about as I had pursued. (Way to go, AT&T Customer Service-not only was their representatives rude but ignorant about the services they are able to provide. Guess they are well accustomed to dissatisfied customers and choose to leave it at that).
As I was fed up and just ready to cancel my service, a customer relations representative suggested that I try this MicroCell (that I had to pinch money out of my pockets for) and gave me a small discount to compensate for my trouble. I figured that if my reception issues at home were resolved, I could probably make some sort of peace with what's been going on. So wrong.
The "discounts" that I was to be provided were never reflected on my bill and I've had to call twice without any indication of it. Today, I've finally reached my threshold. Weeks after buying the MicroCell device for $299, I find myself without any sort of service at home. As a med school student, I depend on my phone at the late hours of the nights studying and discussing material with other students in various locations. Not only was I not able to do that, I was tossed around customer service till I was sent to the right one and he couldn't resolve my problem.
That's not all. There is no one to resolve my issue till Monday. From Thursday to Monday with the idea that I might be without service, and they have no concern to address it till then. So it's pretty much no one's concern that I'm lied to, screwed over, have no service, no safety net and am not in any way compensated for all the garbage that AT&T has put me through.
I feel violated on so many fronts with AT&T-they have blatantly lied to me, been rude to me, and have conned me into being locked into my contract in TWO ways. I'm so fed up and without a doubt do I believe that AT&T should release me from my contract for all the bull that they have made me endure. I'm definitely going to do all that I can to ensure that consumers are aware of this nonsense so that they think twice about signing their cell phone service away for two years.
I'm VERY regretful that I've strayed away from my cell phone provider that had been nothing but good to me. I will be contacting my congressional representatives to further detail the misleading methods in which AT&T had deceived and manipulated my situation in locking me into their contract.
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!!!
METRO ATLANTA, GEORGIA -- Like most people, I've dealt with AT&T on and off for over forty years as a residential customer. After numerous complaints about my internet service, and time consumed with tech, unplugging and re-plugging the modem to correct interruptions in service, I contacted another provider. I arranged for new service with another provider and then contacted AT&T and arranged for my service with them to be disconnected in a seamless operation to maintain my telephone number while receiving alternate internet service.
At that time a representative did her best to keep me as a customer, but I was fed up with AT&T's tactics and requested a final bill be sent out as well as a return label for the dysfunctional modem. I was told it would be done.
Within a week I received a final bill that included the next month and was disturbed because I should have only been charged for seven days of the previous month, and had still not received a return label for the equipment.
When I contacted AT&T I was immediately put on hold and passed to one representative after another. This went on for fifteen minutes or longer like I was a 'hot potato' until I finally hung up in frustration. When I called back then it was a game of telephone duck, duck, goose! Days later when someone would finally give me some customer service I was told the return label was on its way. This game went on because after five to seven business days I would call back and say I had not yet received the return label and since the reliability of the U.S. Postal Service was dependable and I had a locked mailbox, I didn't understand why I had not yet received the label.
Finally, I just asked for an address to make the return and was told that I could just take it to any UPS where AT&T had an account. When I did, UPS told me that because I did not have an AT&T label, I would have to pay to return the equipment, and as I live on a fixed income, did not have enough funds to do so. When I contacted AT&T again and finally got a representative who would talk to me, I was told that the time had expired for me to return their equipment and the account had been sent to a collection agency. AGH!!
Needless to say, after being an excellent customer (paying bills on time) my credit score took a BIG hit and what should have been a final bill of $25 or less became $172 (rounded up) for equipment they knew was no longer useful to them. Like what good would it be to me either.
AT&T's deceitful practices is why they have to pay $M to mobile customers for padding bills, but I believe they have historically padded land line and internet service bills over the years as well. I'm interested in hearing about anyone else who has had similar problems with AT&T in order to determine if another class action suit against them is possible.
HOUSTON, TEXAS -- I wish to complain about the level of service at AT&T. It's bad. My Blackberry 9900 (BB) was purchased in February 2013, so it's currently under the one year warranty. October 19th I went to an AT&T store in Napa, CA to replace my malfunction BB, and was told to go to Device Support Center and they would be happy to help.
On Sunday October 20th I went to the AT&T DSC store San Francisco, and was treated with what I can only call disdain. I was given a battery to for malfunction BB and later sent a refurbished BB that is not working. I took the first BB to the Market Street store on October 26th and informed the management a staff that the unit is NOT updating with my emails, calendar, etc., not syncing, and the apps are no longer being supported by BB for many key functions. It was stated over and over again the same mantra about replacing my unit with the same unit Ad Nauseam! This Market Street crowd would not even mail the refurbished phone back.
At the same time this is happening I'm trying to remove myself from the family plan to my own plan and using my company discount. I was told to call an 800 331 0500 number to accept the transfer on Saturday and was shifted to an endless prompt to push a series of numbers which lead to nowhere special. I pushed 0 and was told that 800 number only work on the weekdays, which is not true, because it was not the right number.
After many agonizing calls and hours dealing with AT&T's trained staff (NOT) I got my number migrated to my number but I could NOT use my company discount which make little since to my brain. While on the phone to your equipment specialist I begged and groveled for a different phone. Your specialist repeated ad nauseam the same policy dogma.
After I repeated for the 8-10 time that this BB is not function with my work email, calendar, and apps just are not keeping up. But the worst part was my hour plus conversation with a (manager) in the South Florida area somewhere who said many things but none were helpful at all. The Manager would not allow me to talk to anyone above her in fact she said there was no one above her to handle my issues. She would not offer any workable solutions beyond I should go out and buy a phone and figure out how to get the SIM card to work.
Although there were a lot of other things that I could not possibly put on this one-page note, I really want one source to deal with AT&T to handle my Mobil phone issues. NOT ten people for ten issues. I would like a different phone as a replacement. I would like my phone migrated without starting a new 2-year plan, I would like to use my company discount, and not pay a transfer fee. I would not like to be treated like an idiot by your staff.
SEATTE, WASHINGTON -- This company is really, really stupid at all. First they make promises that they don't keep. Secondly and most annoying thing is that, some associates, especially the one on the phone does so many things that makes you happy just for the sake of making you happy. Then you think everything is fine and you will call some other time for some reason and the associate this time tells you that they can't do what the other associate did for you last time and he has no clue at all.
Then you ask how their service varies from associate to associate? Remember this is not customer service, this is a technical specification policy that the company agreed with its customers' to offer. So then we went to this store. 600 Pine St. Seattle WA 98101.
Really the guy doesn't have a clue at all. I was short with words explaining how the system is set up. He was so surprised about it and didn't believe that the company he is working at provides that, so we call the 611 from the store.
Just like other days, luckily, we met an associate on phone looked up my account and told me she will ship me a new device. Then she knew that I was in the store and she asked me, why they didn't offer it to me in the first place, so she asked me to speak to the associate and I handed the phone to him. As she was explaining to him what to do step by step, his answer was, "Yeah... okay okay okay okay...." So after this I was expecting that I will get help, then he hung up the phone and say he is confused and called his manager.
His manager is a female which has really like him, I recommended for them if they really work in retail, they can work in a mattress store. So since they are all confused and didn't know what to do, they want me to call the 611 customer care again.
I spent 20 minutes with him in my first lecture + 45 minute on phone + 15 minute with the manager. I left with anger, and was told to cancel my plan and get another phone, went back in and call the manager and told I'm going to cancel the phone and she didn't even try to work through again, but told me she is not the one who can cancel my phone and called one an associate.
I told them this is not the service I expect from them after being with them for 4 years. And they don't care at all, so I left the store since I am not able to control my anger with their attitude. Like I told them they all fa... and was told not to come to their store. Funny.
Then we went with one of the customers who saw all things about what happened to me, and went to broad way store. The store was EMPTY. I knew, ONLY PEOPLE WHO MAKE A MISTAKE AND DON' T LISTEN TO OTHERS go to AT&T. A Chinese associate was way welcoming dude and went on private chat and told us we were the first customer after 4 hrs of opening and noticed 4 guys who work there are standing far from the door and were taking about football loud enough.
If you read this far, I will give my own review, run, find other alternative, there are so many choices that you get from other providers. Think again before you stuck in a 2 year plan and upgrade when you are told to upgrade and not device maintenance unless you purchase the insurance. This is world where you can get the best, think wisely don't be cheated and stuck in a contract dead end.
COLUMBIA, SOUTH CAROLINA -- I've been with AT&T for 6 years now. It all started when I got sick and tired of paying BellSouth $30 for dial up access through AOL. When I moved to a new house I accidentally dropped my desktop computer's CPU and broke beyond repair. I already thought about high speed internet before, but my old computer couldn't handle it so when I got my new one I did decide to look into it. AT&T seem like the best price for the best speed, so that's when I signed up and the nightmare begins.
First they tell me I would qualify for free equipment and installation $150.00 value, I got charged $50 for the installation and $100 for the equipment, and something else the representative told me over the phone that there would be no deposit but there was. I had to run go to an AT&T store and pay a deposit in person. After calling and complaining I got the installation charge waived, especially since I installed it myself, but I couldn't get my money back for the equipment because I didn't qualify that was a lie.
They took my hundred dollar deposit and told me after 12 months I would get 10 dollars of it back each month as a credit on my bill and it would happen automatically, well safe to say I don't have them anymore and they stole my hundred dollar deposit. After going through all that sign up nightmare everything was fine for two years I lived in that house.
The second house and moved into my service transfer went a little bumpy. They cut my internet off two days before I told them I wanted to cut off and transferred to the new house. Other than that it was okay, it still got transferred. When I successfully moved into my second house that's when the real nightmare begin. The house I moved in was so old the wiring in it wouldn't support any internet service. I found that out when my DSL box kept giving me an unable to connect message.
AT&T said they had an appointment that Friday to come hook up my internet service. I didn't have to work that day and I spent the entire day home. No one came out at my house but they said that my service was hooked up and working. I rescheduled another appointment for that Wednesday. A service technician came out to my house, looked around a little bit and said that he had an emergency down the road and will be back in 15 minutes.
Well apparently my entire house phone line had to be rewired to support DSL service from AT&T, and all I need it was new line and jack just for the internet modem in the dining room. The whole house didn't have to be rewired and apparently he was just too lazy to do it.
2 hours after he left I called AT&T. He said that he successfully hooked up the service and the appointment was over. I told them that there is an emergency down the road and he left and never came back, and they tell me that there was no emergency. After getting another service appointment later on that day someone did stop by. It took about 45 minutes to get my service up and running. The new technician told me that the other technician must have been too lazy to do anything, all he had to do was install the phone box and run some new line which only took 45 minutes. When he left my service was working.
Two weeks later my service started going out 5 times a day for 10 to 15 minutes at a time, and when it was working it was about as fast as dial up and I had upgraded to the six megabit plan when I moved into the new house. After restarting on my computers, equipment, my phone and the router itself the problem still persists. I called AT&T. They said that they were working on some lines and said everything should be back to normal by tomorrow or the day after tomorrow, but the problem still persisted even after 7 full days.
Calling AT&T again and setting up another service appointment. Someone showed up, worked for about 15 minutes, and my service was work again perfectly. Now it's the day before Christmas eve and I have a lot friends and family coming over to my house to celebrate Christmas with me even though I live by myself.
I used my internet to Skype and look up some recipes about 7:30 a.m. that morning. I went out to buy the Christmas dinner at my local grocery store, and came back to Skype with some more friends and family, but found out my internet wasn't working at all. I started cooking dinner and waited about 2 hours after 11 p.m. when it stopped working. When it still continued to not work I called AT&T and they told me that my service has been cancelled. I was confused, I never called and asked for it to be turned off.
Then that's when they tell me. Some woman by the name of the ** called and cancelled my account. I asked a woman if it could be restored. She said "Yes but not until next year." I asked "Why?" She told me I would have to upgrade to the new U-verse service which was in my neighborhood now. Because they're not signing up anymore basic DSL members only U-verse members now. I asked "Why would I have to wait?" The woman told me that someone would have to install the service by installing new lines and I would have to wait for the equipment. I told her "No I don't want it," and then I hung up on her.
AT&T have been harassing me ever since I moved into that house about getting Uverse service, none of the other neighborhoods I've ever lived in had it and today they still don't have it. I've heard plenty of reviews that the new Uverse service sucks, and even some of my neighbors who were forced to get it switched companies all together and that's all it is.
AT&T deliberately cut my basic service off and forced me to sign up with U-verse, and on top of it they demanded a credit card which I don't have. Only a debit card. They refused to take that, so I refused the new service and got a new company.
AT&T is just a selfish and greedy company. They're so badly corrupted, lying, cheating, and stealing from their customers. I just don't see how they stay afloat today. Today I still get charges saying I signed up for U-verse and even had equipment show up at my door. But I never opened it.
AT&T keep sending me bills for $400 and U-verse charges installation equipment and two months worth of service. They attempted to put that on my credit but I had that stopped immediately, but to this day they still say I owe them $400 and will make me pay that if I attempt to get any service even cell phone service in my name from them. Yep everyone says AT&T is a total nightmare and I completely believe it.