|
|
Although AT&T Wireless shares the name of its former parent company, it has long since moved out and started life on its own. But even as an independent company, AT&T Wireless displays many of the same traits that have caused its parent to watch its once-massive customer base ever so steadily erode.
You can't say AT&T is no longer innovative. Whereas most cell phone companies insist their contracts run until the moon has turned to dust, AT&T now waits quietly for some favorable contracts to expire so that it can hit customers with the highest rates imaginable. Don't laugh, it happened to Alina.
A few recent complaints:
Mike of Scottsdale AZ (05/07/08)
I switched to AT&T in Feb 2008 and received 3 rebate forms, totaling $200, for the 3 numbers on the account. I sent in the forms together but only received 1 rebate for $50, an AT&T debit card, which was fine. I used it for gas. Yep, it was gone quickly.
The problem I discovered is when I called to check on the other 2 rebates. Well, it seems that you must send in the rebates separately. They cannot be sent in 1 envelope, if they are, then AT&T only processes 1 rebate. So, when I was on the phone with the AT&T representative asking about the other 2, she had all of the information for all 3 phones but told me that only 1 was processed per the rules. I couldn't believe the inefficiency that a firm would create for itself, not to mention the frustration for their clients. I have my own thoughts for such a policy, but simply can't believe how companies treat their customers.
Mikele of Melbourne Beach FL (05/05/08)
I have 2 homes: one in Melbourne Beach, Florida & the other in the NE GA mountains. I had a cell phone with Cingular (now AT&T) and could not get any service at either house. I complained to Cingular & AT&T many times. A friend has Verizon and at both houses she could use her cell phone, while I never could get service on mine. The only time I used my cell phone was in my car (using only 40-50 minutes a month for over 5 years). Yesterday I signed up with Verizon and today was informed by AT&T they would charge me $175 to disconnect. (My contract is up in July). I had offeered at one point to rent land to AT&T to put a tower in (I own 25 acres in GA). They never contacted me re this.
In GA I had to walk 350 feet to use the phone (up a very steep hill to my mailbox) and in Florida I had to go to our sewer plant to use my phone (50 feet from my front door). I am 74 years old and although I am in good health it is difficult for this great-grandmother to run outside every time my cell phone rings. I was told by AT&T, after I complained about the $175.00 charge and said I refused to pay it, that they would send the matter to a collection agency. My attitude is let them sue me. I am a member of the Georgia and Florida Bar and am seriously thinking about a class action lawsuit against AT&T. If not, just a case in small claims court in GA (or County court in Florida)in which I will represent myself.
I do not have a crystal ball. At current time no damage. I have excellent credit and owe no money (other than a small mortgage on 5 acres & house in GA)with 20 acres free & clear. My place in Florida is paid for.
Michael of West Islip NY (05/04/08)
On December 26, 2007 I went to the AT&T shop at 514 Union Blvd. West Islip, NY. I had previously been a Cingular customer for two years and had four phones under their family plan. Cingular had been bought out by AT&T and my account was naturally converted as well. For several months I was an AT&T customer. When I went to the AT&T store I wanted to simply continue the previous plan but get new phones, since I would be signing up for another two years.
I went to the AT&T store in question and told the employee (Jeff) who signed me up my situation, adding that I did not want to pay for the for the four new phones, explaining that I had been signed up with companies in the past and did not have to pay for the phones. The employee checked with the store manager, and the store manager himself approved it. I specifically said to the manager, If I cant get the phones for free, I do not want to re-sign with the company. The manager said OK. The employee told me that if I paid cash I would get back all my money in a rebate. I paid $400.00 in cash.
After several weeks went by (in February), I received in the mail four AT&T debit cards worth $30.00 each and totaling $120. I went to the store and explained that I was still owed $280.00. The store manager said it would be coming and asked me to wait. He explained that there were two sources from which the rebates were coming. I waited several more weeks. As of today April 28, 2008 (over four months later), I have not received the cash rebate. After several occasions going to the store and speaking with the manager, I was told to write an email, and that the rebate would be coming. Still, no rebate has come. I received an email on April 07, 2008 that said, Hello Sir, Please accept our apologizes [sic] for the delay but they will reach your home early next week. Regards, Rebate Team.?
I believe this email was written by the store manager. I have made several trips to the shop and have had several discussions with both the employee and the manager, but I have not received the promised rebates. Recently, I was told by the manger via a conversation with the employee that if I came to the store on Friday, April 25, he (the manager) would write me a check for the amount of $280.00. I went to the store on that Friday (April 25th) to be told that my account would receive a credit for the amount. Although I did not want a credit, I checked my account online, and so far, I have received nothing.
I went to the store one more time (April 27, 2008) and explained that if I did not receive my rebate by Monday, the next day, I would file a consumer complaint. The employee brazenly told me, go ahead, because even if you win, it will only be an in-store credit. This is the same employee (Jeff) who promised me the $400.00 in cash back as a rebate. I have a contract dated December 24, 2007 that states that I paid cash. I have copies of the bar codes for each of the four phones that I sent forms in to receive the promised rebates. I have copies of the email and text message that were sent to me. I believe this company still owes me $280.00 and I would like to get it.
Ann of Santa Monica CA (05/04/08)
Last year it was time to re-sign regarding my Family Plan cell phone. I took a couple of months after expiration to think about it, since I originally signed with AT&T and now it was Cingular, but finally decided to go ahead with it. I went to the store, told them I needed to get a new contract for my account, that it was a family plan with two lines, and added some more text messaging, with a two-year contract to 2009.
I then picked out my phone, and said that my goddaughter was away school and could she pick up her new phone based on this resigning whenever she wanted or did she need to go right away. I was assured she could pick up the new equipment anytime, and left it at that.
Almost a year went by before the child went in - her other phone was still working and she liked it. Finally this spring break she went in and got her new phone. Imagine my surprise a couple of weeks later when I got an email saying that the contract had been extended to 2010! A little more money as well. I'm thinking something has gone really screwy here. I am now told by AT&T that her contract didn't start until she picked up her new phone.
I had continued to pay for it in the intervening year, but they maintain I'm on the hook for an extra year. My phone can leave in 2007 but she'll have to change to a single person plan at that time (at even greater amounts of money). This is a scam. If you have an account for a family plan when you extend the family plan don't you assume all lines are on that extension? When you continue to pay for the family plan you're still paying for both lines. I got no good answer from the gentleman at AT&T. It apparently has everything to do with when she gets the phone. The fact that I didn't agree to the extension is nothing. Nothing was explained to my goddaughter either. Absolutely outrageous.
I will be on the hook financially for an extra year without my agreement. And it's AT&T.
Daniel of Saint Marys PA (05/03/08)
I want to get out of my wireless contract with Cellular One/AT&T. Wasn't sure what to do so I called customer care on May 1 2008 at aprox.7:00pm. They told me that it would cost me a $240 early termination fee.So I went on line to try to find a solution,I did a Google search and found this link :Escape from cellphone Purgatory,went to the page and found the Materally Adverse Change Clause,So I grabbed my last bill and noticed that there was a rate increase notice for text messaging,wich I felt fit into this clause. So I called customer service again the following day May 2 2008 at aprox. 6:35pm.
I talked to a woman (can't remember her name) and asked her about this Materially Adverse Change Clause,and she couldn't answer my Questions,so she connected me with Mr. Paul Johnson So I asked Mr Johnson about the Materially Adversc Change and he told me that it didn't pertain to me because I didn't sign up for text messaging and it was not on my contract,but I can send and receive text messages...and it says on a checklist on the papers that I received with my contract(under Features)Features being checked as what I have...Voice mail,mobile to mobile,phone protection,roadside assistance,nights and weekends,TEXT/Usage rate,Data Usage rate,multimeda messaging services.
Anyway here's what the Notice says...Important Notice Effective May 18,2008 AT&T will charge $.20 for text/instant messages(which is currently $.15) and $.30(which is currently &.25) for picture/video messages sent or received on a pay per use (that's me) basis.If you allready subscribed to a messaging Package or media bundle there is no change to your rate. So here I sit not knowing what to do! Can someone help?
Barbara of Stockton CA (05/02/08)
I agreed to subscribe to U-verse, with promise of a $100 rebate within 21 days of installation. The service was installed April 16, 2008. There has been no communication as promised providing instructions of how to apply for the rebate. I experienced similar deception regarding purchase of cell phone service with Cingular. The rebate turned out to be an unwanted,complicated and extremely limited Visa card which proved inconvenient and nearly impossible to use. I feel that I have again been deceived by AT&T into accepting a service under duplicitous terms.
Money expected to be rebated has not been forthcoming. That makes the service more expensive than the phone salesperson indicated!
Linda of Phoenix AZ (05/01/08)
I have a Samsung Model SGH D407 cell phone, purchased in 2006. It suddenly stopped working late in the day on April 28, 2008. The display would still show the time of day, but the reception bars would either be completely gone, or they would be displayed at full five strength, but with a little phone receiver icon with a line through it right next to them. I could not call out, and incoming calls went directly to Voice Mail. I could not call Voice Mail.
I called AT&T Customer Service on a landline phone. Spoke with Leslie. She had me turn my cell phone off, remove the battery, wait 5 minutes, then replace the battery and turn the phone back on. No change. She had me place an outgoing call on the cell phone - it gave me the woo woo tone and ended the call - said emergency only. She tried to call the cell and went directly to voice mail. After talking with her and fiddling around for about 45 minutes (she put me on hold several times to check for outages in my area and to talk with Technical Support), she finally concluded that the SIM chip in my phone was obsolete, and I needed to go to an AT&T Phone Store and they would give me a new SIM chip FOR FREE! I expressed doubt and less than enthusiastic faith in her diagnosis. End of call.
The cell phone remained without service all of the following day, and all of today, April 30, 2008, until about 5:30 PM. I then noticed that the display was showing five bars, but the receiver-with-the-slash-through-it icon was no longer there. I placed an outgoing call and it worked perfectly! I later received an incoming call perfectly! After about 2.5 days with no service my phone has suddenly started working again!
Besides the annoyance and aggravation of not having a working phone, I had to spend about 45 minutes listening to the drivel of AT&T Customer Support and still had no real resolution to the problem! This has disrupted several planned business calls and inconvenienced me for 2.5 days! I guess I will see if the phone continues to work or if this strange obsolete SIM chip causes it to fail again in the future! At this point I have no intention of visiting the AT&T Phone Store to get a new SIM chip!
Ricardo of Fort Worth TX (04/30/08)
I am in the US Military and was deployed to Afghanistan. I had my cell phone service suspended while i was away. After serving my country i called At&t (after hours department)to have my cell phone service reactivated. I was told that the person who was suposed to suspend my account actually closed and cancelled my account. I had about a year left on my 2 year contract.
Now im told my number was issued to some one else. I was also told to call during NORMAL buisness hours which I plan on doing today.. Does this 2 year contract also protect me as well as them? It was totaly their mistake. I need to know if I have any rights before I call them and see what they plan on doing to rectify this situation. I have been a At&t customer for at least 10 years, never missing or having a late payment..
My consequenses are now i have to call all my employer, creditors, utility companys, banks, family, Insurance co. and everyone I know and have done buisness with and update them with my new number with no phone to use... The list seems endless. I have no outside communication until i recieve a new number and sim card. I have no home phone as well. I dont know how long this issue will be resolved but i also will not have emergency serices with out any phone communication.
Edward of Houston, TX (04/28/08)
I have been with Southwestern Bell for about 14 years, suddenly I started receiving my bill with AT&T, so I paid the bill to AT&T. Back in February 2008 I call AT&T to request a change in my service and was told the change will effect my contract date, I was in shock, I did not know or did I ever signed a contract with AT&T.
I then told the girl I will not be a part of a contract and I will have to change my service provider if I had to. her responce was go right ahead do what you have to but you will be ending your present contract early and you will have to pay for ending the contract early, I told her please send me a signed contract she said we do not have sign contracts we have agreements. I told her until your company can provide me with a contract or a signed agreement I will not pay you.
Johnny of Hammond IN (04/26/08)
ive been on the phone w customer service reps and manager, still to no affect for two hours
i run a catering company and this is loosing me money and inconvening me
Jimmy of Ralph AL (04/26/08)
I was on the family 1400 minute plan. I called in to change my family plan from 1400 minutes to the 3000 minute plan on my billing start date of 4/23/08. well I got online to check my account. They Had my main line on the 3000 minute plan. but kept my other lines on my old plan. So I called in to get them to fix there mistake.to move my secondary lines back to my line with the package of 3000 minutes. Well for all the trouble I have to go through to get the simplest problems fixed.
I asked for a Credit for the bad customer service. They gave me a $50.00 credit and was so pose to have given me 500 rollover minutes. which i didn't get the 500 rollover minutes. they adjusted off 659 minutes instead. Well 2 days later my bill comes out. They Charged me for my new package of 3000 minutes for $140 and my old package of 1400 minutes for $80 . I called in to get this resolved. They Refused to credit the $80 package saying I had to pay for it. Even though its there mistake. These two plans are on the same billing period of 4/23/08-5/22/08.
Paying for the 1400 minute package when I am no longer on that plan. because of there mistake. Since AT&T took over there is problem after problem. There Customer Service is Not acceptable.
Employee of Joplin MO (04/26/08)
As an employee of AT & T I wanted to make sure every single person who called me with a concern or problem with thier phone lines, would get a full resolution of there issue or problem, With the management staff and team managers of the company it is impossible for the customer service reps to do there jobs, they want us to lie to the customers about nearly everything Have you called in and wanted to have a problem fixed with your broken phone, and they first do a soft reboot by turning off your phone and restarting it, its a crock that doesn't do anything just buys some time for the rep to be told what lie to tell about why the phone is not working,
AT & T is not the best place to work sure they have pretty good benfits but, if you used to being put down everyday, and told you can't do that by giving a customer credit, just so that everyone knows they really don't care about you they are in it for the money,
Tuan of Santa Ana, Ca 92704 CA (04/24/08)
I wanted to return a phone I ordered online through AT&T. I ordered it on 3/24/08 and tried to return it on what I thought was my last day to return it which was on 4/23/08. They said i was out of my 30 day period to return it because they count the day I ordered it as the first day, so 4/23/08 was actually my 31st day. This seems really ridiculous to me because generally if you have 30 days to return something its 30 days after the day you purchase the item, the day you purchase the item should be considered day 0.
On top of this they sent me the wrong charger which doesn't fit the phone which I cannot exchange because it is still past my 30 day period according to them apparently. Thank you AT&T, I hated your service before but now I can cross you off my list of companies to switch to when getting my new phone in the next few months.
Needed to pay for a new charger because the one I received was the wrong one that did not fit the phone.
Kathryn of Alpharetta GA (04/23/08)
'Cell phone company should admit when they incorrectly ported a number. I requested that a number be ported from out of my area but that I wanted it on a family plan billing. I was called by Cingular porting BEFORE my phone was sent advising me that it could not be done and would I like a new number or continue with a separate billing. Since porting the number was not doing what I wanted, I told them to give me a new # and to forget the porting. When I got the phone, they had ported my number. They did not tell me that they could port it back but asked me if I wanted to keep the number out there for me or cancel it...I wasn''t going to use it so I cancelled it.
In the meantime, I was 7 days shy of my contract cancellation date with Verizon...stupid me..I had been with them over 10 years and just missed the date. This would not have been a problem if Cingular had not ported the number as they were advised. I have tried to get into my Verizon account for the last 3 weeks but it said that the information was unavailable and to try again at another time. WRONG..they don''t tell you that once you port your number you have no access to your account history, etc. I finally called them today and ..lo and behold...I missed the porting back time to reinstate my number by 3 days....
I NOW HAVE TO SIGN UP FOR 1 FULL YEAR OF CONTRACT IN ORDER NOT TO PAY THE $175 CANCELLATION FEE. IMAGINE THAT! And what did Cingular do about the porting of my number after being told not to? I was told that there were no notes..that is not what happened...it is not true...I was very offended to be called (oh, sorry...to have it implied that I was) a liar and stated so emphatically...absolutely no movement from either company....hmmm, maybe letters to all members of both boards might be in line?.
I have to pay $175 to Verizon for early cancellation.
John of Centerport NY (04/23/08)
In May 2007, I became employed at Radio Shack as a part-timer. I was told after working for a few weeks, that after three months of being employed here, I would be eligible to be on a Radio Shack employee plan. That means I should be on the plan by September 2007. Some months later because of other priorities and appointments such as school, I was able to submit the form necessary to begin the employee plan for my AT&T cell phone. I submitted the form for the first time around late January 2008. Seeing no response from their end I called to confirm what was occurring and was told I needed to resubmit the form.
After resubmitting the form I went to a corporate AT&T store to get an upgrade on my phone before the new plan came into effect since the purchase of a phone under the plan would be the unactivated price. The unactivated price of phones can be anywhere from 200 to 600 dollars. Only a week ago, I became aware that because of the recent upgrade in March, I would not be eligible for the plan until 6 months from the date of the upgrade. Besides being told I would be on an employee plan because I work at Radio Shack, I was told no prior information on the terms and conditions of the employee plan. If I was aware that I wouldn't be eligible until 6 months after an upgrade, I would not have taken the upgrade.
It has been 7 months after I should have been on the employee plan according to their rules. I've spent around $300 to $400 more on a regular AT&T contract because they did not tell me the terms and conditions of the Employee Plan Contract. If I were to wait until September which is 6 months after the recent upgrade, that would total upwards of $600 to $800 more than I would have spent under the Radio Shack employee plan. I would like to be on the plan immediately since they withheld information from me or I would like to be refunded the difference in cost between the months of September 2007 and March 2008.
Catherine of Los Angeles CA (04/22/08)
I purchased a wireless AT&T phone from Target on November 17th 2007. When I use the phone for long periods of time, the sound starts to break up - as if I were on a mobile phone driving through a canyon. When I called the phone number on the phone, I was told (by Bel) The phone is not designed to be plugged into a cable modem - it must be plugged into an analog jack. I do not have an analog jack to plug the phone in. She told me to take the phone to a friend's house or somebody's office and plug it in there. I asked to speak to her supervisor and was connected to John, also in Manilla. John acknowledged that we have received a lot of complaints about the product. When I told him that there should be a sticker on the box that says the phone will only work with analog jacks, John said, It's a basic rule of marketing. You don't include on the box everything the phone won't do when you're trying to sell it.
He said that there was a mention of this limitation buried somewhere in the 40+ page booklet that is packed inside the phone. It must be buried well because my husband and I missed it - and he works in the tech field so he is very familiar with frequencies and wires and technology in general. Here's the punchline to all of this. As a member of the press, I tried to contact a company executive at the corporate headquarters for AT&T. While their mailing address is available on the Internet, THE OLDEST PHONE COMPANY IN AMERICA SEEMS TO HAVE AN UNLISTED NUMBER! I can find phone numbers for ATT stores. I can discover that there are more than 300,000 employees. However, I cannot find a phone number for the corporate offices of the phone company.
I have falled victim to an act of fraud perpetrated by a corporate bureaucracy that knows there are problems with their branded products yet continues to sell them without disclosure of the limitations.
Sara of Sputh Elgin IL (04/22/08)
Suddenly on Sunday April 19th, my new (2 month old) cell phone a Samsung Blackjack II stopped completing outgoing calls. The person I call cannot hear me at all, but they instead hear a 3rd party conversation. I can hear the person I called but they cannot hear me at all. This happens in every phone call to any number, local, wireless, landline, etc. I have documented this phenomenon. It has continued since Sunday. I went to an AT&T store yesterday and they confirmed this was happening on my phone and opened a case, they told me it was a network issue and that it would be resolved by the 24th. I went on the 20th and it stopped working on the 19th, they expect me to go a week without an operable cell phone. They said it is an error on the 3G network and there was nothing else they could do. I informed them that I use my cell phone for work and if I cannot place any outgoing calls then I cannot work and they just shrugged their shoulders. The store employees did not seem to care and they called customer service from the store and put me on the phone to speak w/customer service myself-I could have done this from home but not from my cell b/c it doesn't work. I told them that it is detrimental to my business to not have a phone for a week and I would like to cancel service to which they replied I would be charged for breaking my service agreement.
They worst part is that the 3rd party conversations are continuing and It is weird to hear strangers intimate phone conversations, one guy talked about his wife's baby shower another had a relative in the hospital, etc. It makes me wonder who if anyone on AT&T cell phones can hear my conversations. The third party cannot hear me or the recipient I call so I cannot tell them that I can hear their conversations. AT&T also did not seem to care that private phone calls were being transmitted. In fact a store employee called another employee out to listen to this strange thing. I have proof that this is happening and continues to happen. I asked to not be charged for this month's service b/c I have no service and they said to wait till I receive my next bill call customer service and ask to speak to a supervisor. I mean I guess I have to do all the legwork. Oh they also said that it's an error on 3G network phones so older phones would not have this problem and I they asked if me or anyone I knew had an old cingular/at&t phone and I said no bc I don't keep them and neither does my family. I am on a plan that includes 4 phones and four lines.
We always pay our bill and frequently upgrade our phones. AT&T said I could buy an older module phone at a discounted price of $39.95 to use until they fix the network. Is this a way to force customers when they are desperate? I said I didnt want to spend more money when I am already not getting what I paid for. Customer service told the store to give me an old phone from the corporate store, but then after we hung up with them the store manager said not to b/c my problem is a network issue and not a phone issue. Is this right?
I cannot make any outgoing calls using my phone. Since my job involves being able to make calls from anywhere I can't work properly. I cannot call 911 from my phone in an emergency. I am also able to hear 3rd party conversations which is creepy. Also, when my dad tried to call my brother using the phone and my dad heard this 3rd party person speaking from our number he thought my brother had been kidnapped! This is so frustrating...
Eugene of Jacksonville FL (04/22/08)
in march i recieved my at&t phone bill, it was 815.27 i have had this account orignally with Cingular for the previous 4 yrs. my plan included free local anytime mins.also included with cingular were 1,000 long distance mins.that rolled over each month. AT&T, sends me a bill last month, where they have charged my account using my long distance minutes, plus charging me .45 a min for local calling as there nwas no long distance calls made.
when i contacted AT&T about this they said they had no such plan, and no notice was sent to me informing me that they were changing my orignial plan, after a very long phone call with AT&T,they refused to check with CINGULAR , I AT THAT TIME INSTRUCTED THIS PERSON TO CANCEL MY CONTRACT WITH AT&T, IMMEDIATELY,HIS RESPONCE WAS WE WILL Cancell in 5 or 6 days, i havent a clue why they couldn't turn it off immediately.
i have now recievd a collection letter stating they will thurn this account over to collections, and they were cancelling my account because of non pmt. I FIND IT VERY DISTURBING THat a large corporation, like AT&T, would resort to such underhanded tactics. I NEVER HAD A PROBLEM WITH CINGULAR, I WOULD APPRECIATE ANY HELP OR RECOMNEDATIONS. THANKING YOU IN ADVANCE
NEGATIVE CREDIT THREAT.
Estela of Los Angeles CA (04/22/08)
I am being charged a $25.29 plus $3.15 tax for a 3 minute phone call (out of area) I did not make or receive.
Richard of Tomahawk WI (04/22/08)
Feb. cell phone bill had a 3rd party charge for 9.99...spoke with rep who said it would be taken care of.....finally on April bill I have a credit for 9.99 BUT ALSO a new charge from a 3rd party vendor for ANOTHER 9.99 which now says recurring monthly charge. I have not signed up for this charge in any shape, form or manner. I want this charge permanently removed from my cell phone bill and don't feel that I should have to wait months to get a credit for the bogus charges only to be recharged again when I was assured it was taken care of.
Theresa of Lindenhurst NY (04/21/08)
My husband activated a wireless account through At&T. We found out a 2nd line had been billed to his account, which At&T admitted fault to. Five months have passed and the charges for the 2nd line have accumulated. Every month we called, we were told it was handled. His service was suspended on 4/20/08 and had no use of his phone. Although he was making payments of the amount he owed for the line he agreed to setup with AT&T, they wanted to collect the charges from the 2nd line, who was being used by a 3rd party not related to us at all. We refuse to pay any taxes owed or any charges related to this 2nd line used by a stranger.
No one at AT&T has been willing or able to assist us. My husband was forced to purchased another cell with a different carrier so he could have cell phone use, since AT&T refused to reactivate his account even though they admitted fault. I am requesting the charges associated with the 2nd line be removed, and the $175 early termination fee be waived. They refuse my request; the incompitence among the supervisors and staff is baffling; the misinformation provided is incredible and the entire experience has been exhausting and completely unnecessary at the hands of AT&T. Please help us-we have excellent credit, pay our taxes and always do the right thing. Now we are getting shafted by this company. I believe its called Slamming and its illegal.
We have spent countless hours on the phone and back and forth to the store the phone had been purchased. My husband was forced to establish and pay for a new phone with a new carrier because AT&T refused to undue what mistake they made. My husband handles business calls and must have an operating cell at all times.
Kris of Chicago IL (04/21/08)
On January 8, 2008 I called AT&T to cancel my GoPhone service and the monthly debits from my bank account. On January 18, 2008 I got a notification that I had a credit of over $100. I made a one-time payment to extend the service one month so that I could use my non-refundable minutes. I made it VERY clear that I no longer wanted monthly deductions from my banking account. I have an email telling me my time is running out to renew my service but I do not respond. Meanwhile I moved and allowed AT&T to deduct my monthly home phone service from my account. I got a past due notice and called to verify AT&T had been taking 55.88 from my bank account every month since January. I was informed that the money was NOT going towards my home phone bill, it went to the GoPhone I cut off months ago!
On April 21, 2008 I called and spoke to David, a supervisor in the payment center. I explained the situation and asked for a refund of the money erroneously taken from my account. David said he saw where I cancelled the service but since I made a one-time payment I restarted the automatic monthly payments. I asked if the call was recorded and David's first answer was yes. I asked to review the call and he said he can't allow customers to listen due to security reasons. So I requested to have the tape replayed at AT&T. David informed me that HIS department hadn't recorded the call - a customer care specialist had taken the call and David wasn't sure how long they kept their tapes. He said that there is NO room for error when the customer service reps take phone calls. He said that a computer listens to every phone call and the customer service person NEVER enters information. Therefore the information is 100% accurate. I find it very difficult to believe AT&T pays people to answer the phone and none of them enter information from customer calls. I am writing their customer complaint department to demand a refund of the 167.95 that was removed from my account without my permission.
I am unable to pay the erroneous charges for the GoPhone along with my other bills. This credit would allow me to keep my other services from being disconnected. I have to have internet at home for my job. The only way to have internet is to also have home phone service. With the economy in its current state, AT&T should be ashamed of themselves for taking advantage of a loyal customer on a limited income!
Josh of Saint Joseph MO (04/15/08)
I went to take a home equity line of credit out from my house, and because I was 2 days late on my payment, I could not get it because they sent me to collections. I am disgusted and want to sue them!!
Carl of Langley WA (04/14/08)
Instead of getting a cash rebate from AT&T we got rebate cards. Which were never activated due to delays in the mail, but AT&T refuses to reissue the cards. So they get to keep the $100.00 that is rightfully mine. There is nothing I can do about it, except continue to use AT&T service or pay a large fine for not fulfilling my contract with them.
Lost $100.00 due to AT&T's refusal to reissue debit cards or just send a rebate as expected.
Carl of Langley WA (04/14/08)
Instead of getting a cash rebate from AT&T we got rebate cards. Which were never activated due to delays in the mail, but AT&T refuses to reissue the cards. So they get to keep the $100.00 that is rightfully mine. There is nothing I can do about it, except continue to use AT&T service or pay a large fine for not fulfilling my contract with them.
Lost $100.00 due to AT&T's refusal to reissue debit cards or just send a rebate as expected.
M of San Diego CA (04/14/08)
I purchased a high tech mobile phone $499.99, model 8525. The phone was exchanged 4 times for defective non performance. I wanted a different mobil phone of equal cost that was not the model 8525 nor related to the model 8525. I was told there was not one. I was offered a cheaper model ($250.00). I was refused insurance for the defective model 8525. I was refused a refund for the defective model 8525. I was refused the price difference difference between $499.99 defective model 8525 and the cheaper $250.00 modeled offered. I was told If I did not agree to take the cheaper offered model, there was nothing to be done.
The model 8525 mobil phone was used for my business. I there was unmeasured lost business cause the pone would lockup (freeze) for periods of time. The phone would not ring and I would miss calls I waited for. My business depends on telepnone contact. I spent at least 32 hours in the local AT&T store trying to get At&t mobil representatives to help. They could not. Each rep stated they were not trained to trouble shot the 'high tech mobil phones. I was told to consult the web for help or call the service number. I attempted all suggestions. I have lost time and money trying to get at&t to see the error of their ways. Please Help...
Eric of South Nyack NY (04/14/08)
I am a United States Army service member stationed overseas. On my last scheduled leave (March of 08) I purchased an At&t wireless pre-paid phone under the pretense that it would work overseas (Germany) with only a sim card change. I repeatedly asked the sales rep if he was sure about to accuracy of his statements.
Now in Germany, I went to buy a new sim card and was told that AT&T has to release a code in my phone to allow it to work here. AT&T said that they won't do this because A) I haven't owned the phone for more than 6 months, and B) because I did not pay full price on the phone (as opposed to the retail price). Now I'm stuck with a phone that I cannot use and am officially outed over $200, for I do need a phone, and will now be forced to buy a new one. I explained the exact circumstances of my situation to AT&T's customer service rep, who both would not allow me to speak with her superior, and offered no solutions to my problems, save for an unsympathetic apology
$200 for the initial cost of the phone.... plus at least $300 dollars of services fees incurred from my use of the phone while I was at home on leave.
Thomas of Rio Rancho, NM (04/12/08)
My family and I moved to Rio Rancho, NM in December 2007. We have cell phone service with AT&T.
We contacted AT&T right after our move to transfer our service and get new numbers with local area codes. The representative from the company assured us that everything would be taken care of. It's now April 12 and I just received my third overdue bill from AT&T for 579 dollars. Apparently after establishing new service in New Mexico AT&T assumed we cancelled our service in Louisiana earlier than our contract and assessed a 500+ dollar early termination fee.
For the past three months I've been on the phone for at least 10 hours trying to get this resolved. Everytime I talk to them they apologize and assure me that it will be taken care of. I'm concerned about the overdue amount but I'm also worried that if its not resolved soon it will affect my credit history.
Mike of Helena, AR (04/09/08)
We have a pay as you go phone for our Romanian workers to use. These workers are only here for about 8 1/2 months out of the year. We had accumalated $499.18 credit on this phone. In November 2007 we turned the phone off and did not turn it back on until March of 2008. We were informed by AT&T Mobility that our $499.18 credit was gone because they sent a text message (that we never recieved) stating that we needed to pay $25.00 to keep this active for another 90 days.
If we have a credit balance of $499.18 why do we owe another $25.00? This makes no sense. They can not tell us where our $499.18 went. They are very clear about the fact that we did not use this amount and that it just went away.
Lisa of Knoxville TN (04/09/08)
I needed to get a USB aircard for my laptop for travelling I'll be doing in the next several months. AT&T in Knoxville, TN told me that they only had 2 yr contracts. Okay, but do you have a monthly contract? After pressing, was told Yes, we can either sell you the USB card or you can buy one elsewhere and we'll do a monthly contract for you. So, to save $$, I bought an USB 881 card on eBay.
In the meantime, I went into the AT&T store, was again told by 2 people that Yes, absolutely, they will give me a monthly aircard contract if I bring in a compatible aircard. Then my husband also called them and confirmed with another sales rep (who consulted with his manager) that Yes, they will do a month-to-month contract for us.
Then I got the aircard, brought it into the store and they said, Oh sorry, we know at least 4 people at AT& T told you we would do this, but now we changed our minds! And if you want to get any value out of the $200+ aircard you bought elsewhere, you have to sign a contract with us! Ha! Yes, they said, we realize that you relied on what we told you,and you made decisions that cost you money based on what we promised you, and we realize that at least 4 people promised you that we would do this for you, but too bad... here ya go, sign the contract so we lock you in.
Now I'm either out the $200+ that I paid for the aircard; or I am locked into a long contract with AT&T paying $60 per month for a long time.
Kevin of Glenwood IL (04/08/08)
My contract expired on 1/13/08. I ported by number to another service on 1/15/08. AT&T did not suspend my service until mid February. This was told to me by a customer service rep that I spoke to. Then I was charged an early termination fee of $175.00 on another phone line that I never canceled. The second phone line was then being charged $39.99 a month. Up from $9.99 a month. I never received anything in the mail concerning my second line. I got a final bill in the mail for $140.54 I then get a call from a collection agency stating I owe AT&T $436.99
I have been sent to a collection agency needlessly, without any notice from AT&T. My credit report has been damaged, as well as my credit score.
Noel of Berkeley CA (04/08/08)
I called their office to add a phone($9.99) to my family plan and the woman told me there was a way to keep my bill the same as it always was by going from 1500 minutes a month to 1400 minutes. As it turned out they charged me an extra $30 a month to downgrade and I lost all my roll over mintues as well. She also gave me media which we never even discussed.
When I called because my bill for the first month after getting the new phone($50 plus activation $26) was $245 and $145 for this month (used to be 92.00) and spoke to a manager, he gave me back 5000 rollover minutes reduced my monthly minutes to 700 and gave me a credit of $120 or so, but said I can't have my old plan back because I agreed to the new one.
So I ended up with 700 minutes for $60 instead of 1500 for $49.99. The manager said he was report the person who scammed me.
Timothy of West Palm Beach FL (04/07/08)
I purchased a phone from this individual at his retail store and wanted to return it barely one week later and he refused to accept it for exchange.He said he could not accept it because of minute scratches on its back cover.I spoke with ATT representatives who told me they should not matter and at the most I might have to pay a modest restocking fee.The detailed receipt also states the same!
I payed $282.21 for the phone then payed another $200.00 + for another phone I purchased from ATT corporate afterwards.I would like at least a partial refund if not at least a complaint is on this bussiness file.
Katherine of New Rochelle NY (04/07/08)
A cell phone was given to me by my brother who has a plan with AT&T. I called to have it turned on in my name. I could not get a monthly bill mailed to me because I didn't have a credit card. So they gave me the option of a Pick Your Plan, so I picked my plan and gave them all my bank information. This was early Feb. of this year.
Well I received a letter from my bank that a hold was placed on my checking account. So I called AT&T on March 25th, to explain to them that I would have to cancel my 39.99 plan for the month of April, until I get my account cleared. They do not accept money orders, or checks, just debit or credit cards, which I do not have.
The next thing I knew my cell phone was turned off, which I had $61.00 left, from February and March. When I called them, they tells me I lose my 61.00 because I can't pay for April. I called them ahead of time to notify them, and I did not owe , they were paid in full, because they took it from my checking the 1st of each month, so I didn't owe them a dime. I never received anything, or was told that those minutes would expire. I could go right in my neighborhood and buy a prepaid card if I wanted that type of plan, so I feel they are taking 61.00 from me that they do not deserve, I cancelled the automatic payment with them when I found out on 3/25th that my account had a hold on it, so they took my 61.00 dollars from me and I want it back, or my phone back on. I have asked them for proof that I was mailed anything about their policies or losing my money.
I wouldn't say damage...........but its truly mental stress having no phone to call for my ride when going back and forth to my doctors. I am disabled.
Sanjay of San Francisco CA (04/05/08)
I was trying to port my number from ATT to T-Mobile. Since I had left my previous employer my account had been terminated. I managed to get my old employer to call ATT and release the number to me - but was then informed by ATT (Jason Williams) that I had to take financial responsibility and the only way I could do this was to take out an 11 month contract with ATT - minimum cost being $39.99/month with an early termination penalty of $175. I could not activate a new contract. The only other option available would be to have my employer disclose to me the ATT pasword on the account along with a/c number, primary contact, tax-id - which obviously neither ATT would endorse or my previous employer would do.
I now have 45 days to make the decision as to pay ATT $200 for 1 days service to reactivate the number and enable me to transfer this number. This is cleary operating in an anti-consumer and anti-competitive manner against the intent of number portability.
Stephen of Oceanside, CA (04/04/08)
We recently recieved a huge cell phone bill where we were charged approximately $500 in additional charges for data usage for our twelve year old son accessing the internet for a minimal amount of time. As far as I can tell it seemed to average approximately $12.00 a minute.
Although our plan as we now know states we will be charged per kilobyte for data usage it seems to me that it is particularly unreasonable to be charged at such an extreme rate even though our son accessed the internet. It only costs $19.95 per month to have the internet activated yet we are being charged more then this amouunt for 2 minutes.
Flavius of Hollywood FL (04/01/08)
I made an order on the www.wireless.att.com website. After the confirmation email, I received another email notifying me that my order has been cancelled because they could not verify the information I provided. I tried to make another order which was cancelled also. I called the AT&T Wireless support and I was told that they have cancelled my order for my protection or I may not be eligible for the offer. There is no eligibility condition. I want to buy the phone I have ordered and it is my right to buy it AS THEY ADVERTISED. I told them to reactivate my order and they said they are not going to even after I provided them with all the information they asked for. This behavior is unacceptable.
I have lost 6 hours of my time, because they never accepted guilt for the cancellation of my order.
Robert of Union City CA (03/28/08)
Bought cell phone with AT&T with rebate offer. Instead of receiving rebate check, I received a promotion card (Visa). Very hard to use, gets rejected when one tries to use it. By the time you finally get to use it, the card has expired and you lose your remaining money. This is a fraud.
Frustrating experience and lost rebate money. At&t is using rebate to get people to buy more expensive phones and them pockets the money.
Corinthia of Toledo IL (03/24/08)
I have been a good paying customer of Cingular and At & T for the last 4 years. I just renewed my contract with them. On March 17th I received a notice from AT & T stating that they have reviewed my account and that my national plan requires that at least 50% of my usage be within the AT&T wireless network. They told me that I will need to cancel my service and find another provider before May 16 or my accounts will automatically be canceled leaving me without any phone service. I have not had a land line for several years because I did not need both. I find it interesting that this problem came up after Cingular went to AT&T and why was I allowed to renew my contract with AT&T.
Because my family runs our own business we need the use of our cell phones, my husband is a over the road truck driver/owner operator and a farmer. My job is to keep everything at home in operation while he is out and to keep the trucking books and records as well as get directions for him. Now I am told I will no longer have phone service because my phone picks up another tower? Is AT&T nationwide or not?
D. of Ray OH (03/22/08)
I purchased a Sony Walkman phone 29 days ago and now some of the keys are unresponsive. I have only used the phone in normal conditions and at one time in a slight rain storm when I had to walk due to having no signal in the area to an area that had signal to get help. I have talked to several people from a store to customer service to warranty but I have had little assistance to this point. I have talked to a CSR manager and then lost signal again, and he never tried to make further contact with me. I am not happy with the customer service both at the store and with CSR and disagree with the accusations against me as I have only used the phone in inclimate weather once and now everyone is telling me there is moisture damage. The only option I have been given is a replacement phone at $149.00 outright or $49.99 with another 2 year agreement. At this point with the accusations I am unsure I even want to sign another contract. I just want my phone replaced.
Helen of Carefree AZ (03/21/08)
On or about Jan. 31,2008 I purchased a family plan from AT&T located at Paradise Valley Mall. I am 71 years old and feel I was taken advantage of. I paid by check for the cell phone product and was billed the following month for activation fees plus monthly use, $126.72 due Feb. 25, 2008, I asked the manager if I could pay my bills at the mall, and the manager said there was no problem--could pay here. On Feb. 25, 2008, I sent my ex-husband to pay at the mall, and they refused to accept payment because the manager was off duty that day; and they also told me they changed the policy and not longer accept checks. I called the CEO offices and talked with someone who was very rude to my ex-husband and got transfered to the operator who hung up the phone when I asked to speak to the CEO. I have gotten the round a round at AT&T. Since that time I have contacted the State Attorney's office, BBB, and plan on filing complaints with the FCC. I cannot understate how a giant large corporation can deceive and be so dishonest and without any morals--especially towards Senior Citizens.
I have spent enormous amounts of time writing letters and filing complaints, legal contacts, and consulting with my ex-husband who has also spent a lot of time researching. I also spent a week entering new phone number in my address book of my new wireless phone service which also cost me money, plus travel to try to resolve this problem. I spent money printing new business cards and letterheads with my new cell number.
Angela of Miami FL (03/15/08)
In December 2007 I went to a Radio Shack in Miami and took out a Text & Talk plan for my family through AT&T. When I received the next bill I saw that there were internet charges on the bill. I called AT&T and asked why there were internet charges. They said that one of the phones (my 12 year old's) had used the internet. I said we weren't supposed to have the internet. They said that the all the phones come internet capable. I said that's fine except I did not request that service. I requested talk and text only, not talk, text and internet. So the internet should never have been available on our phones and I was not aware that we had it because I never requested it. They continue to stand by the charges. I asked them to remove the service immediately but the damage was already done.
Approximately $60 in charges.
Gary of San Francsico CA (03/15/08)
Just received my monthly statement from AT&T Wireless. This month my bill seemed unusually high. When I looked further, there was no listing of calls made. When I contact AT&T, they informed me that they changed their business practice' and if I wanted to review my bill and see all of the actual calls made that I was being billed for, I would have to pay an additional $5 per month. Apparently, they do not believe that they have to justify their outrageous fees; I disagree.
I am paying whatever the wireless company wants to charge me without ever having the opportunity to challenge any of the charges.
Tammy of Okolona MS (03/14/08)
I November of 2007, I changed my plan to the Family Plan to save money, but every since I have been on this new plan my bill has been too high. I need to know what the problem is. I am not using very many of my minutes, and I haven't gone over my text messages. Could someone please explain to me what the problem is?
Because of the high phone bill, I am having a very hard time keeping gas in my car. I really need my cell phone, but if this doesn't get any better, I may have to get rid of the phone.
Marvalyn of Davie FL (03/12/08)
My LGCU400 Phone stopped holding a battery charge. I ordered a new battery. The phone continued to lose the charge. I contacted AT&T wireless service was instructed that a refurbished phone would be sent to me because the warranty was still in the validity period. I received the phone March 5,2008. Shipped my old phone to the on March 6th. I place my new battery in the phone I received and it continues with the same problem. When I called customer service on 3/12/08 at 9:30 PM, I spoke to Erick and explained my problem. He told me that they could send me another refurbished phone and the record shows that I have had several returns. How could one returned phone turn into several? I requested to speak to the manger and was put on hold for an HOUR! And I still have not gotten any satisfaction for my problem. This company lacks much to be desired.
I don't have a cell phone that will hold a charge longer that 6 hours.
Gina of Oceanside CA (03/12/08)
I signed up for an upgrade on my cell phone plan in December 2007. In January 2008, my new phone was stolen (definitely stolen, not lost or damaged). I was two doors down from an AT&T store when it happened, so I didn't panic, as I knew I could cancel it immediately, and I had insurance. When I spoke with the customer service rep I was told that my insurance was dropped when I upgraded my phone because they don't offer it on that model, so that was strike one. If I wanted to re-purchase the same model phone, I would have to pay full price, which is $450. I declined and went back to my old phone. I was angry that the insurance was dropped, and it was not mentioned when I upgraded my phone, but couldn't really do anything about it.
The part that really makes me angry, is that AT&T does not block or blacklist in any way the stolen phones. I have a police report filed to show that it was not just lost, and the officers actually had some leads on it, although it ultimately was not recovered. Other carriers have the capability of blocking stolen phones by IMEI, and AT&T repeatedly claims they can't do this. They can; they are just choosing not to do so because it forces the consumer to pay full price to replace the stolen device. In a way they are encouraging theft, because once stolen, all someone needs to do to use it is put in a new SIM card. So they won't allow insurance on this model of phone, allegedly due to concerns that the devices will be reported as stolen, replaced for a small fee, then resold. If they would implement a blacklist of IMEIs that have been reported stolen, there would be no market for stolen phones. Although a thief may not register the new IMEI with the carrier, every time that phone communicates with a cell tower, it is broadcasting the IMEI. If there was a program in place to simply add any IMEIs of devices that have been reported as stolen, the incentive to steal it would be gone.
Although this may not be overtly participating in the problem, I think they are ripping off consumers by refusing to cooperate when phones have been reported as stolen. To replace the phone would be $450. To go to another carrier I would be forced to pay an early termination fee of at least $175, possibly more if they charge for the discount given on the upgraded phone. I spent several hours working with law enforcement, AT&T and various other agencies in attempt to track down the thief and/or my device.
C of Hollywood FL (03/11/08)
Several months ago, my son purchased a cell phone from a local store in my city for service with a company called MetroPCS. He was assigned a local area code in my county, however, I cannot dial his number prefix 754-245 (overlay local area code for Broward County) from my home phone prefix 954-922. I had this issued once with a cell phone I had with MetroPCS prefix 754-244. Then, my local company was Bellsouth (recently and unadvertised was taken over by AT&T). After explaining to Bellsouth that is was a cell phone, not a landline, they corrected my service so the call would be a no charge local one. AT&T refuses to do so. They insist number is assigned to a city on the other end of my county and is long distance.
I have to use cell phone minutes to call him (I no longer use MetroPCS due to a unresolved problem with them and poor customer service). I have to pay .25 per call to him. So I rarely am able to reach him as he has a job where he sometimes does not get the signal, and I need to make multiple calls to reach him. He visits often and lives locally as he is 19 and still in school, but it is difficult for us to communicate when I will be home as my schedule is erratic.
Daren of Hanford CA (03/10/08)
In January 2008, my son's Motorola Razor cell phone started shutting off, even with a full charge. It was under warranty so he (away at college) took it in for service at the local store. They said they couldn't help and he needed to call. He called and was told he wasn't an authorized user on the account. On January 31st, I added him as an authorized user, via customer service. He was then told he needed my last 4 digits of my SSN. We did that. He was then told he couldn't call on the phone that was having problems. It's his only phone as he lives away from home. I started calling and was told they needed to call him, again, on the phone with the problem.
I called back and was told that during all of this (it took weeks between the two of us) our warranty ran out. After speaking with the warranty division today, they said I shouldn't have dealt with customer service and should have called warranty from the start. I said I called AT&T as that's who has our service. Customer service should have told me to call warranty. After more than an hour, the supervisor finally said Motorola won't pay AT&T back after the warranty runs out. AT&T acknowledges we started calling BEFORE the warranty ran out, but now that it has, we're out of luck!
We now have to purchase a phone for replacement for about $150.
Robert of Eagleville PA (03/10/08)
In December 2008 I bought an AT&T phone at a AT&T Store in PA with the promise of a rebate and instead received a VISA debit card that cannot be used to get $50 cash. I called AT&T customer service and received no satisfaction on my complaint.
I feel that AT&T owes me $50 in a form that I can put it in the bank.
Linda of Kennesaw GA (03/06/08)
I've been since June 2007, trying to get a $75.00 reward check. I've called every month, even a couple times a month, to make sure the information was correctly submitted. I get the same story every time, that person is taking care of the problem and at no avail. I don't know what else to do. I call each month and still can't resolve the problem. I've had 2 confirmations #; the new # is 274893296. I don't believe having that # is a proof that they have sent the check.
It's been very very stressful.
Paul of Fort Lauderdale FL (03/06/08)
AT&T customer service is careless and incompetent. I have recently switched from T-Mobile, and I am very disappointed. My 4 new AT&T phones could not make international calls or international roaming, which make them useless to me. I called customer service several times and heard all kinds of different absurds, from: we don't allow international calls for the first 90 days of service; to: make sure you turn your phone on an off because you should be able to make international calls. Before a recent international trip, I called again and was given a different number for international calling. After 45 minutes waiting and listening to a sales pitch about international packages, I signed up and agreed to all of their terms. I was then transfered to a man asking me all kinds of questions such as my previous 2 addresses! I answered I have been a resident of the US for 9 years and always lived in the same house. He hung up on me, canceled my account and put a fraud alert on it!
After getting this mess fixed to my surprise my first bill shows $650 because they charged each one of my 4 phones the equivalent to individual 2100 minutes instead of the family plan. This afternoon I went to the store to speak to the manager who sold me the phones: Dexter Johnson. After waiting for him for 1 hour, he called customer service from his land line, handed me the phone and went to sell accessories to another customer in the store! It is only one outrage after another. I may bite the bullet and pay for early termination just to get rid of AT&T....
Lisa of Chesapeake VA (03/01/08)
I was told they would transfer 1050 Rollover minuets from my son's and my account since I was staying with AT&T/Cingular, and he was leaving for Verizon. They never did. I followed up several times, speaking with supervisors in the custpmer service department and have them on tape saying they see the problem and would take care of it. Finally, on my last call, the supervisor wouldn't even come to the phone.
They over charged on my phone bill because of a family emergency that required prolonged usage of phone minutes--and my rollover minutes were not on it. I was lied to and could have went with Verizon with my son who would have continued to pay my cell phone bill. AT &T told me nothing could be done after I was outside of my 30-day trial period to change services.
Guillermo of Miami FL (02/28/08)
I called to address a minutes usage question and ended up getting a sales pitch and sales rep actually added services on without my consent.
No damages as I caught it before I hung up and supposedly they did not include the extra services.
Victoria of Miami Beach FL (02/28/08)
In November 2007, I went to the AT&T at Kendall office to look for a new wireless telephone. While there this representative mentioned that if I had a good record I could get the same plan with unlimited long distance calls from my residence with no extra charge. It was not true. Of course, I agreed.
Since then I have been fighting with AT&T to go back to my old plan, which was cheaper. Every month I have to call them, and then they guaranteed me that they will switch me to my old plan. Liars. Well, I am still waiting. I just received my new bill for $121.78 instead of my old $110.00. I am retired, and I cannot afford this. Please help. Thank you.
T. of Carson CA (02/26/08)
I updated my Blue Razr for which I had insurance. When I updated to a Blackberry curve they failed to tell me that you get no coverage on that phone no matter what happens. On My Blackberry curve the MOST important PART (TRACKBALL) fell out. I went to see if I could maybe pay half price or if I can get another one for a fee. BUT no, I would have to buy the piece which BLACKBERRY does not sell separately. It is part of a $300 package of the LCD screen and keyboard and outer shell. SO that option was OUT. Another option was to buy the PHONE with no contract UPDATE because it has only been 2 months. The phone is roughly $500--money I don't have at this moment. What exactly am I supposed to do because I was not informed? AT&T is the ONLY company that doesn't give insurance for PDA's at this MOMENT.
I PAY $120 a month for a PHONE that is practically worthless. I can't call anyone; they have to call me.
Carolee of Jamaica, NY (02/21/08)
On receiving a bill for $618.16 in a one month period, I called to query the details. After 2 hours and 2 representatives, I was told that although I did not receive/answer my phone calls, the fact that it was powered on meant that I am liable for calls that came in locally and internationally while I was overseas.
I understand that I am liable for my monthly package whether I use it or not, but to charge additionally for unanswered calls locally and internationally is downright criminal. I am certain that poor, unsuspecting consumers who are more docile than myself are probably unaware of this rip off.
I have over $300 additional fees on my stringent budget plus my potential breaking of my ATT contract and the fees attached because I have lost consumer confidence in this company.
Janine of Bellevue WA (02/20/08)
I walked into the Redmond Toen Center in August enticed by their NO CONTRACT ads. My 2 girls and I approached the help desk, and he indeed said cancel anytime, no contract! SO we added our phones on the no cancel fee plan. After 4 months of service, I moved back to T-Mobile who I have been with for 14 years. Now I know why I never switched. AT & T charged me a whopping $175 PER PHONE when I switched. I had no idea they would do this. Nobody explained no contract meant huge disconnect fees. I have called repeatedly, but none of the CUSTOMER SERVICE people will help me with this obvious misinformation. I now have a past due bill and have tried to work things out to no avail. AT & T should find Customer Service tactics to help customers when their employees give WRONG INFORMATION. I called 4 times on Feb. 19th to try to rectify the situation and was told too bad, you owe the money. Now I know why I have stayed with T-Mobile. BUYER BEWARE!
I have spent at least 6 hours of time and have over $400 in disconnect fees. Now I will have to hire an attorney because this is just plain WRONG. It could cost thousands--who knows, but AT&T sure isn't Nordstrom's.
Andrew of Atlanta GA (02/19/08)
I signed up for a new wireless plan, which caused all the voice mail on my iPhone to be deleted. I was never warned that this would happen.
Many of the voice mails that were lost are business related, and as a result it will cost me sales.
Rajinder of San Jose CA (02/19/08)
I am not able to make any calls from home with AT&T wireless. I have a Samsung blacJack cell phone with At&T wireless; but since I moved within San Jose (1-2 miles radius), I have not able to receive or make calls. Even if I get connected I get dropped. I have filed complaints but nothing much has happened. AT&T just says that in some areas the phone doesn't work. I want to get out of contract but will have a penalty. I do not think it is my responsibility since they are not able to provide service in my area. What are my options. Aren't AT&T responsible to provide service where I use my phone the most?
Alice of Torrance CA (02/19/08)
My wireless phone was lost/stolen. I was unable to use the AT&T website to replace the phone. The website is not set up to allow replacement of a phone. I contacted the customer service dept, and the person I talked to said that I would need to purchase the phone. The phone that would be most similar to mine would require getting a PDA data plan, which would mean paying $25 more per month! Even though I do not need unlimited internet service, that is now the only option! I waited a couple weeks in case the phone turned up. When I decided I really need to replace the phone, I contacted the support line again, to attempt to buy a phone. The person who I talked to was very rude, would not allow me to purchase a phone, and lied about the website. They said that the website allowed upgrade of the phone, even though the website tells me to call customer support! I then inquired about terminating the contract. (I have 6 months left of a 2-year contract.) She said it would be $175! I can't buy a phone, as far as I can tell, and to replace the one I had I will need to spend about $400, then pay $25 more per month for service! And yet, I am paying for service that I can't use!
I am now paying over $50 for monthly service, but do not have a phone.
Latesha of Philadelphia PA (02/18/08)
Well every time I try to send out a pic to someone it never goes through. I called company they said it was fine, but when I try to do it again still not going through. Two the fact that they put pic on a website for us to view is stupid. I don't want everyone seeing what someone sends to me what if it was something personal. I don't even have time to get on the net barely, but when I do and try to look at my pics they have been deleted. It is also stupid that they really need to take that off the the net, and let it go to the phone like it was before.
I lost info. pictures of family. My family is not receiving pictures of my family.
T. of Mamaroneck NY (02/13/08)
All AT&T and Cingular wireless cell phones only allow a mere 30 seconds for an incoming call to ring. After that the call is transferred to voicemail. The customer barely has a chance to pull his or her cell phone out and answer it before the transfer to voicemail. I've made calls to Customer Support requesting that the 30 second time limit for an incoming call to ring be extended to 90 seconds. Was told it was not an option.
Dangerous practice for those receiving calls while driving. Drivers have to look at the cell phone screen and dial voicemail, key in their pass code, etc. If the ring time were extended to 90 or 120 seconds, there would be adequate time to pull over the vehicle, undo the seatbelt, take the phone out of its holster and answer the call.
Emma of Columbus OH (02/12/08)
I am an AT&T wireless customer with the all you can call $99.99 plan. When Cingular took over, like everyone else, I could not get a phone or service without changing rate plans or paying fees. In Sept. I called and got a new phone on the new AT&T wireless, however now I find out that they changed my rate plan--without my permission! Tell me what I can do!
Craig of Alpharetta GA (02/12/08)
I started getting tons of telemarketing calls on my cell phone in January. I called AT&T and found out that they are indeed selling the list to telemarketers.... You have to REQUEST that they not do this. So now, I get an average of 30 telemarketing calls per week for which I HAVE TO PAY for the minutes. AT&T will NOT reimburse you for these minutes; it is a win/win for them! They get money for the list and then they charge YOU for the usage! What a Rip-OFF! This CRIES OUT for a Class Action Law Suit!
I can no longer use my voicemail, as it fills up with automated recordings of telemarketers. I miss calls important calls all the time, and the time it takes me to answer all the telemarketing calls impacts my ability to work and earn a living! I will eventually have to change my number and guess what. AT&T is going to CHARGE ME $$ to change my number!
L.w. of Florissant MO (02/11/08)
After ordering wi-fi over the phone, I received the wrong internet kit in the mail. I received the regular high-speed internet kit instead. Not a big deal...but when I called AT&T to straighten things out, I waited, and waited, and waited, and was never able to speak with someone. When I finally got a hold of someone, apparently the woman who helped me with my order misunderstood my intended purchase and put down on my the high-speed internet order instead.
After waiting, for almost for an additional hour, I got bounced around from department to department--each one claiming, Oh, we don't take care of this here, I'll have to transfer you to another department. After waiting almost an hour and a half, the line was mysteriously disconnected. I called back again going through the annoying and tedious automated system once again to reach a department that then claims they can't help me. At last, the woman who finally answered replied, I'm sorry this is not the right department, I'll have to transfer you to sales. In which case, I was waiting for another additional hour. And of course, I couldn't get my call answered before their offices closed. A total of 3 1/2 hours of wasted time, not to mention my cell phone minutes!!
L of Covington KY (02/10/08)
I renewed my contract in August of '07 to get a phone that might work better. Two years is too long and most EXPENSIVE; also prices changed on me. They never explained these $20-plus charges that appear for no reason.
Mainly I am concerned with disclosure. I found out this week that they have a year program opposed to the 2 years. You think they would tell me that. They did not. They told me that to get out of my contract (have the family plan with 2 phones), I would have to pay $175.00 for each phone. I can't afford to do it. I want to get a pre-paid plan, but.... It's not fair and getting worse. Anyone who can help us? Thank you.
I have not terminated yet.
Ben of Ocean NJ (02/09/08)
I am a Cingular AT&T customer for the last 5 years with 2 family accounts including 7 mobile phone numbers for my wife and 5 kids. I switched my Mobile phone from Blackberry to AT&T iPhone the first week of December last year just before leaving for a 2-weeks business trip to Israel. The iPhone was so slow in downloading my emails and in most of the cases failed to do so. Upon my return to the US, I have reported these miserable performances to AT&T store where I got my iPhone, and the sales representative has told me that Apple iPhone is aware of the slow performances and going to come out with a new software revision to fix the slow download process. I called AT&T customer service to tell them about it and asked for the details of my bill in Israel; they didn't have the details and said they will notify me as soon as they get it from Apple.
Ten days later, January 16, I left for a 3-week business trip to the Far East with my iPhone, hoping for a better performance. Guess what? It was the same never-ending downloads. A week later my wife called my hotel and told me we got a bill of $7,757.29 for my roaming charges in Israel. I switched immediately the roaming button on my iPhone to off and asked my wife to wait for my return to discuss it with AT&T customer service. My wife spoke with AT&T, and they promised to check the roaming charges and even reduced it by $938. The next day my wife went to the AT&T store to complain and was told that the notes on the account says it is in a review status and we should wait a couple of days.
On January 29th AT&T disconnected all 7 phones including my iPhone without any prior notice by phone, email or letter. I was caught and trapped in a Mainland China snow storm without any way to communicate by emails or mobile phone. I have returned back to the US on Feb 6th and called the AT&T customer service. They told me that Israel is not on the list of roaming countries, and I should not have used it there, I asked her to log on AT&T web and see for herself, it clearly says Israel is included and supports the iPhone; Click to view the link: http://www.wireless.att.com/travelguide/coverage/roaming/step4.jsp?CIDL=376&CTN=7189094093&MNC=CING&DID1=309&DID2=&devicenum=1&STEP=4
Anyway, they refused to answer my question: why they have decided to close my 7 mobile lines even before my bill was due, and never warned us before doing so? I asked to talk to their legal department which they refused to refer me to, and said only my lawyer could do so. My advice to all businessmen traveling in the US and overseas, forget about the iPhone Gimmick, and stay away from AT&T. It doesnt work for us. Switch back to BalckBerry; there is nothing like it!
I was using my iPhone for my business and was trapped in the snow storm in China without my emails and mobile phone; missed 2 importent meeting, tones of emails and phone calls. My wife and my 5 kids were left without any phones to comunicate between our selves.
Dr. of Chicago IL (02/08/08)
E-mail and internet connection on my Treo 650 is unreliable. At times I'm unable to connect to the web nor can I access my e-mail. Calls to AT&T require going through a gauntlet of questions to prove who I am, at which point I'm either disconnected or told that I have the wrong plan. (I've had my plan for 3 years.) I can't even send AT&T an e-mail because their website says you have to register first, yet they won't accept my registration. If I treated my patients this way, I'd be out of business in weeks (plus I'd probably lose my professional license).
I cannot receive urgent e-mails from my patients.
Beena of Fremont CA (02/05/08)
AT&T Cingular and Southbell home / mobile network service gave us a new deal of 2 mobile lines for 89.99/monthly with a promise to ship phones immediately and charged $14.99 for shipping. The phones were supposed to arrive today, and we were given two numbers. I made clear that I will put one of the numbers on my resume and submit them over the weekend. I will also be submitting resumes at the job fair next day. (The agent confirmed she understands the urgency and she will ship today.) When the phones didn't arrive, I called FedEx/UPS to check on order number that was given by the sales rep. No info came up. So I called AT&T for the tracking number. They informed me that the phones were not shipped out. Reason for not shipping phones was that one of the phones was unavailable and on back order. After holding on and discussing, as well as transfer of 70 minutes total, I was not even able to cancel the order with them. They couldn't ship one of the two phones either, couldn't get into the order to change the type of phones. Gave me another 800 number which was not in service.
This was the beginning of a new service they can provide. Please do not buy cellular service over phone or internet. They should have notified the customer (me) that the color is unavailable - pick another color, or not charged $14.99 or pick different phones. We have between the ordering day and today (tracking the order) spent over 90 minutes on my former cellular. It made me lose opportunity to many jobs, have to redo all resumes, look for another service and lost the disconnected previous line. This is terrible service. What went wrong in communications with this communication provider?
Economic loss - substantially immeasurable. Physical - no phone - lost trust with AT & T.
Daryl of Duluth GA (02/04/08)
On February 4th, 2008, I received 2 bills in the mail, one said I owe nothing - normal as I was on auto-billing from checking, and the other said I owed $118.49 with late fees tacked on for the previous month for which I had only received the 0.00 amount direct billing bill which was normal. The customer service reps I talked to all said that because of the merger with bell south some of the billing information didn't transfer properly, but all tried to say because of their billing mistake I owed them late fees. When hard questions were asked regarding the fact there was no notification of billing changes they would just transfer me. I spent over an hour bouncing from hold to another service rep until finally they bounced my call back to the very beginning of the calling system, none had any answers and all said there was nothing they could do.
Unlawful late fees for a billing blunder by the 2 phone companies during their merger, who apparently see it as an investment return and not stealing.
Jeanette of Escondido CA (02/04/08)
In 12/18/07, I called to several telecommunication companies to find the best deal on the Bluetooth, Jawbone. I called said store (above) and asked the $ on this item. He told me $119.99, but with a $20 rebate. I asked twice is there a catch to the rebate, he replied No, just purchase and receive the rebate. So my husband did go in that day and bought the jawbone, bluetooth. Got home realized the rebate sheet was not included. So he went back that evening and it was handed to him. We sent in the rebate and then last week received a postcard stating that we do not have active service with them and cannot take advantage of the rebate. Of course I was not very pleased with hearing that because of my previous inquiry on this very subject.
So I called Pedro at the store and told him the situation and he said there is nothing he can do about it. That was all there was to it. My upset is from the fact of complete dishonesty, so to get a sale. I then proceeded to call AT&T rebate customer service on 1/30/08 and got a very rude person who said there was nothing they can do either. I said that someone should take accountability for the dishonest statement. She said again nothing she could do. I did get the managers name at the AT&T store in Escondido, his name is Jessie, I was so at lost for words at the utter disregard for accountability that I turned to you and did not call this Manager, I hope that you can have more success with getting someone to admit to fault. It is not the $20 that we are out of pocket, but the principal of the thing. If I did not ask directly that question about any catches I would just call it my fault.
Alfred of Irvine CA (02/02/08)
AT&T continues to live by its reputation for poor service. On 12/7/07, I purchased 3 phones for a trial period. I returned the phones 2 weeks later to the AT&T kiosk, nConnect, at the Shops at Mission Viejo, Space 3109. I received a form indicating that there was no balance. I received a bill for $500+, as well as calls and a notification that I would be sent to collection. Steve Avila gave me a commitment call on 1/29/07 that I should go to the kiosk, show my receipts, and have them resolve the issue. When I went back to the kiosk, they were unable to help me. I have talked repeatedly to Customer Care AT&T, and they are telling me that there is still a balance, despite the fact that I have faxed all the documents to them. MY advice to potential AT&T customers: Don't.
Further billing and threats to collection would be a form of harassment and may affect my good credit standing.
Jennifer of Brooklyn NY (01/31/08)
In December, before travelling to the UK, I phoned AT&T to request that international inbound and outbound service be cancelled on my son's PDA phone. (He is a teenager, and I wanted to protect myself from an exorbitant phone bill upon his return.) I was assured that this service change would take effect immediately. When the phone bill arrived, it was in the amount of $727.08, almost all of which was for charges related to international calls to and from the UK.
I phoned AT&T to complain and was told that there was indeed a note on my file of the service change I had requested but that their system had somehow failed to flick the switch. I was also told I would be credited for all international charges. A few days later, I received a text message telling me I would be refunded nowhere near that amount. I called again, and again was told there was a note on my file about the service change and that I would be credited for all international charges. A few days after that, I received a phone call advising me that no upward adjustment would be made to the credit.
Bobbie of Graham NC (01/27/08)
I signed a contract with At&T in July '07. I have had nothing but problems since that time. I have even called to cancel the account, and they gave me credit to stay, so I did. But now it's another month, double fees again, and no insurance on 2 of the phones when I clearly added it in the original contract. Now, I want out of this contract;they have not been honest or fair, and they have not honored their part of the contract as they have said in the first contract.
I just can't see having to pay this kind of money every month, or having to stay on the phone for hours with several reps who all say the same thing: that it isn't their fault, it's mine; but they will do ME a favor and fix it. It will cost me $175.00 per phone to cancel. I have (3) phones and not that kind of money.
Brittany of South Plainfield NJ (01/26/08)
I had changed my phone number back in October of 2007 and was not receiving a paper bill through the mail or able to access my AT&T website online. I made NUMEROUS attempts on phone to get the situation fixed. They continue to tell me that here has been a problem with their system since the merger with Cingular, and they can't provide a bill; BUT, I can call and get the amount over the phone and pay over the phone. Right now as I am typing this, I am trying to discontinue my service with them.
I have know idea when the bill is due. I am not able to keep track of my phone calls and check my bill for errors. It has put me in a situation where I am going over different limits, causing my bill to be extremely high. They told me if I canceled my service I would have to pay the cancellation fees for breaking the contract. How can they uphold a contract when they cannot provide the proper billing/no billing? This is extremely exhausting because every time I call, no one knows what to do and starts over again with a process! If I cancel this phone this is the only way to get through to me. This is another inconvenience. Please help.
Travis of Fayetteville NC (01/25/08)
I purchased a new cell phone at full price from AT&T wireless online. I attempted to use the download feature approximately 6 weeks after it arrived. I received an error message (36499). At my earliest convenience I went to the AT&T store, 2 weeks later, and was assisted in the store. I was informed that it was a phone error, and I needed to contact the warranty department and receive a new phone. I did so immediateley. AT&T sent me a refurbished version of my same model phone. I set up the new phone and received the exact same error. I contacted AT&T and was passed from department to department for over 3 hours. I eventually got to the retainment department and was offered to upgrade my phone and extend my contract for an additional 2 years. I was not satisfied with this result. I was told that no manager was available but was guaranteed that a manager would contact me the following evening. They did not, and I had to start over with the retainment department. An hour later I was on the phone with a retainment manager who offered me the same deal, then offered me to extend my contract with $150 dollar credit. I was still not satisfied. I would have preferred to have my entire service canceled and start over with another service provider.
Eventually they agreed to replace my current phone due to the fact they are unable to correct the problem. They are currently shipping me a replacement refurbished phone of another make and model. They also informed me it will not ship with all the required documentation due to the fact it is refurbished. It is my responsibility to contact the manufacturer or research it online. Absolutely the worst customer service I have ever experienced. I am out the money I spent for the original new phone and stuck with refurbished model that I am not happy with due to the limited options I was offered--and the fact that I am unwilling to pay the $175.00 cancellation fee on my additional line, so I can receive the family plan on a new carrier. AT&T Wireless was absolutely unwilling to make any reparations in this matter other than extending my contract or sending me a refurbished phone and leaving the rest up to the consumer. I have also been out the options that I originally paid for on the original phone for well over a month, while I spent over 13 hours of my valuable personal time to correct the situation.
Donna of Fowler IN (01/25/08)
We are AT&T customers and have been for about 5 yrs. We started as cingular and then the at&t take over. All was fine and we added a second line of service to our contract for our son. A few months into the new phone line, our sons decide to return to Alaska, as we had a family line of service he took the phone to AK,which was wonderful as we felt we could always be in touch with our sons since we thought we were covered under the nation family plan they love to talk about.
A few months after our sons are in AK (we live in Indiana) we get a letter from AT&T saying they don't cover Alaska and that phone line was using more than 50% of time in AK and we had to terminate service. I didn't do anything and the next thing we see is that they are now charging us long distance and there are different amounts on the monthly fee. I have a lot of the bills but when I went paperless billing and tried to get then to help me with this, I was told they could only go back so far because of using a new billing system. I feel cheated by AT&T, yes they will keep you in touch with your loved ones but for a hefty price!
I think they owe me a refund on a lot of money.
Roland of Miami FL (01/24/08)
I ordered a Palm Treo online; the package deal included a cradle for the Palm Treo. The cradle was not delivered, so I took the package received to an AT&T store on Kendall Dr and SW 107 Ave in Miami. I was told at the store by the manager that I needed to call the online service in order to get the cradle, and he could not do anything for me. Keep in mind that the wait at the store was over 20 minutes. So tonight I called the online service only to be told that I needed to go back to a diiferent AT&T wireless store and talk to a different manager. Paul refuse to listen, nor did he care about wasting my time even though I told him often that I did not get any help from the store, and they had told me to call the online dept. I got the run around, and nothing was done.
Why should I have to run around to different AT&T wireless stores and try to convince a Manager to resolve my problem--especially when I paid in full for a phone including a cradle and did not receive it? In addition, I feel that Paul needs to go to charm school; he is not customer oriented nor does he listen to what the customer is saying. Thanks for your help.
Ron of Celebration FL (01/24/08)
On July 30, 2007, my phone was lost and subsequently stolen by a cab driver in Las Vegas. I asked to have the phone calls forwarded and the outgoing calls on the phone stopped. I was told that would be done, and that a new SIM card would have to be ordered. I was on an old blue plan, so I needed a special SIM card as I didn't want to lose my Canadian roaming plan that was no longer available. A little over a month later, I called to find out where my SIM card was, and was told that there was a billing error in the CC number, and it wasn't sent. In the interim, there had been $7,000 of fraudulent charges made because the outgoing calls were not deactivated on the phone as was previously told to me. I asked to have that stopped immediately, as it was fraud. The next month, the bill is now at $22,000+, and I call again, stating this is fraud, and they notate and send it to fraud to investigate. I call again in November/December to ask where my SIM card is and to get status on the fraud investigation. I'm told that the SIM card was sent, and that the fraud investigation is still under way.
Today, I get a call from a collections company that my bill is at $33,000+, and now I have to pay. I call with the agency to AT&T, who flips me from one group to another, and several cases of "we'll be right back, let us review the notes." After 30 minutes of bouncing around, AT&T drops the call. I call back, to get a supervisor immediately that seems to know right away EXACTLY what the situation is, and that they will NOT accept it as fraud, and that I need to pay up. After acknowledging all my information was in fact accurate to the record, I explained that all the calls from August 1 to November 1 are calls to Ethiopia on my old phone record, and I never made one call to Ethiopia prior to July 30th. I have been a customer of AT&T for over 7 years. That's AT&T customer service.
The damage is that I have a $33k phone bill now that AT&T will not refute even though 100% of the charges were made with me not even having any means to make a call on the AT&T network - no phone, no SIM Card, nothing. I need to sue AT&T over this and subsequently pay for the legal fees to do so--not to mention the 200+ point drop on my credit report because of the litigation. I am seeking an attorney in Atlanta to help me in this. Any advice on good lawyers who can help?
Victoria of Cidar-Hill TX (01/23/08)
For over six months now, I have been overcharged by AT-T Phone wireless company. My bill continues to increase to $170.00 per month. In fact, based on my bills, I have paid beyond what I have used. I have tried to contact their customer's service, yet no response. Please help me to investigate into this matter. It is unfair how my case is handle by AT-T Cingular Wireless Phone Services.
This is a financial burden and economic hardship.
Tavette of San Antonio TX (01/22/08)
Trying to talk to one individual to take care of my concerns about my bill is never easy. WhenI do talk to someone I am transferred from one person to the next. I have been trying to conclude a problem with my bill since September 2007 and still am not able to do so. Today (Jan. 21, 2008) I was on the phone with 12 different people for about 5 hours non stop. I am very frustrated with this company. I asked to speak with a supervisor, manager, and or who ever is higher than themselves. They tell me they cannot give me a number or transfer me to anyone. So I dont know what to do about this mess of my bill.
I have to go to the bank and get a payment history that I made that payment and fax it to the claims department; and it will be about 5-7 business days until they figure that out. When I need to ask questions about my phone bill I have to talk to At&T, and when I need to talk about the internet bill I have to talk to the internet department--and for the cable I have to talk to Dish Network. It's strange that when you call to upgrade, you are never on hold for a long time or disconnected or transferred; but when you are down-grading your package or ask to speak about your bill, all of the sudden they have connection problems--and you are disconnected. What do i do about this company? They are still charging me late fees for a bill they were already paid for. How can i get this taken care of?
they are still charging me late fees on a bill they were already paid for.every month i call and talk to someone and it hasn't been resolved.i write down the names of the people i talk to and dates and amounts paid also.i also wrote down the amounts that were suppose to have been credited to the account and still have not done so.
Kevin of Bakersfield, CA (01/21/08)
AT&T Wireless will not issue another gift card after mine expired. I've been under the impression it could be used at anytime. The card had $100 of it.
This should be explained better by the company or cash given.
Amy of Hilliard, OH (01/21/08)
I recently purchased 3 new cell phones and was given rebate information for each. The rebates arrived in the form of debit VISA cards with $50 on each. However, when using the cards at restaurants the cards are only worth $40 each. AT&T said VISA takes 20% off the top. What a rip off.
This is not explained at the time of purchasing phones, nor when the cards are received. Also, you must know which card is linked to which cell phone number to obtain a balance via their 1800 #.
You cannot use them at gas stations either. Lots of stipulations and rules for card use, that I think most people will not pursue. Therefore, leaving balances on their cards. AT&T and VISA are making lots of money off the unused portions. Cards are only valid for 6 months.
What a brilliant idea to make millions off of the innocent consumer AGAIN!
Scott of Buena Park CA (01/17/08)
I had signed up for a 2 year term of service in Dec. of 2005. In Nov. of 2007, AT&T sent me several US mail fliers notifying me that my contract was expiring and it was time to get new phones. Most of my friends and family had switched to Verizon so I thought that it was a good time switch providers, as well. To insure I wouldn't incur an early termination, I called AT&T's customer support and asked them if I terminated my contract in December would I be charged an early termination fee and the rep answered no! During the first week of December, I signed up for a trial of Verizon's cell service with a new phone number. A week later and being happy with their coverage, I decided to have my AT&T number ported to my new Verizon service. I spoke to AT&T's customer service again and inquired about the early termination fee and again with the answer of no charges would be billed. Later that week I ported my daughter phone to AT&T and terminated service. Low and behold in January I received my final AT&T bill with a $340 early termination fee. I again called AT&T's customer service and inquired about the fees. This rep indicated that their records showed that my account expired in March of 2008. After listen to my story and passing me off to the supervisor they indicated that they would accept a fee equal to the amount of me paying my bill until March about $178 and that was as far as they would go. The money is not that big of a deal to me but it seems that as a consumer, I had no way to verify the contract termination. There is no indicators on my bill or the online services. Also, the rep admitted that they are discouraged from disclosing the termination date to a person on the phone, as I found out. I am wondering how much money they collect from people by this type of deception?
Barbara of Cordova TN (01/14/08)
I purchased 2 cell phones 7/2007 at Sam's Club Kiosks, Inc. on a promotional of $150.00 Sams/Walmart gift cards, to arrive after 60 days. It is 1/14/2008 and have not received any cards and have been told numerous different reasons from: it is Sam's fault, order never placed, out of stock on cards. I have a BBB complaint, but who can really do something?
No economic damage, just false advertising. I switched to Cingular/AT&T due to so much trouble with another company...!
Elena of Huntington NY (01/11/08)
My daughter has a pay as you go phone. Her account was to expire on 12/22/07. On 12/21/07 I tried to add money to her account. When I called the 611 number after the English voice prompt it went to Spanish. It never returned to English. Last I checked I live in the USA and don't speak Spanish. After repeatedly trying to get through, I gave up. On Saturdy, The 22nd, the remaining approximate $30.00 balance would expire. I tried again to add money to the account. No luck. The next day I was finally able to get an English voice on the the line. I added the usual $25.00 for three months. The remaining $30.00 was removed from my account (taken by ATT). I tried to get a customer service rep on the line but the recording said Customer Service is closed. The hours of operation in your area are Mon-Fri 7am to 5pm. When I called the next day the customer service rep told me there was no way to add the money back to the account. That I should not have waited until the last day. I asked for a superviser. I got Jill. She told me the same thing. That I had ample time time to refill the account. I was sent two text messages to remind me. I knew when the expiratation date was. I didn't need reminding. I needed a system that spoke English and worked properly.
I lost approximately $30.00 in pre-paid minutes due to ATT's faulty phone system.
Alice of Louisville KY (01/07/08)
For the past several months, my bill from AT&T has been wrong. I have to call every month and go through the annoying menu options and wait on hold in order to speak to someone to get it straightened out. Every month I get the same apology and assurance that it will be corrected going forward, and it has not. In the last week my service has been inconsistent--even powering off the phone and powering back on. My mother is in a nursing home, and it is IMPERATIVE that they be able to reach me in case of emergency.
For this month, the charges have been fixed to my satisfaction; however, every month the untold amount of time I spend on the phone trying to fix the situation is ridiculous. I've demanded to be released from my contract, and they refuse. They cannot get the billing right; they cannot provide consistent service.
Miriam of Santa Ana CA (01/07/08)
I purchased a new Razor MOTV3XX for $195 minus $50 rebate (still waiting for the rebate) on 11/23/07 and inadvertently dropped it 3 weeks later on a rainy evening. A car ran over the phone before I was able to retrieve it. When I call AT&T's insurance phone line I was told it would be replaced with a refurbished phone after a $50 deductible. In addition to the phone being brand new, I had to extend my cell phone agreement/service for another 2 yrs. This just doesn't seem right. AT&T is making a bundle off of monthly insurance charges only to deliver an unacceptable second-hand replacement phone. I can see if the phone they were replacing was an old phone, but I had just purchased it 3 weeks prior to the unfortunate incident. I don't mind the $50 deductible, but at least replace it with a new phone!
Monetary lost of $195 and $50 rebate, years of paying for the insurance, and 2 yr agreement renewal.
Zandra of Woodbridge VA (01/04/08)
I called Customer Service at AT&T on 9/30 to find out when my contract expired on my cellular service. I knew that the contract had either already expired or was expiring shortly, and wanted to make sure I did not switch service before contract expiration date. AT&T stated that my contract was already expired and that I could switch companies freely w/o penalty. I switched to Verizon. Shortly thereafter I received a bill for $175 for early termination of the contract. I called AT&T regarding this and they said my contract expiration was 10/08/2007. They offered to waive $50; however, I declined because I felt the entire $175 should have been waived. I spoke to AT&T on 1/4/08 and discussed this again. I asked them to play back the conversation from 9/30 but they would not do so. They reviewed my history and agreed that it was probably a mistake but that there was nothing they could do.
I paid $175 termination fee to keep the account out of collections. I feel that AT&T should accept responsibility for giving me incorrect information.
Barbara of Orinda CA (01/02/08)
My ATT phone bill has been crammed 3 times. I was told by ATT that this is perfectly legal - in fact, they are required to allow it as per a bargain they made during deregulation. ATT did credit me for the unwanted charges. The first time I wrote to FCC, they sent me forms to fill out, but did not comment on the legality of this practice.
Each time I have to report it, I call the apparent 3rd party, who often turns out to have a 4th party behind this scam. The number I called at ATT was 888-298-3724. The number of the 3rd party is 800-286-4455.
Chris of Jesup GA (01/01/08)
AT&T continually allows ILD Teleservices to put charges on my bill for services I did not ask for. When I have asked AT&T to remove the charges, they respond by redirecting me back to ILD. Since ILD will not remove the charges, and AT&T will not--who will? I have a very good credit score; this has the potential to affect that.
Lance of Encino, CA (12/31/07)
I have been using AT&T cell phones (Cingular) for nearly ten years, having two phones on the account. The phones would not work at my parents home, they have one of the phones, and since they live in an area AT&T claims to have coverage I complained. I was told that the phones were too old and needed upgrading. I purchased two new phones and extended my contract.
When I received the bill there were several extra charges. They charged for a text message and also $36 to extend my contract. I feel that this is an extra hidden charge and violates their claim of 'free' upgrades.
I had to call AT&T to have the text messaging fee removed. When I signed up for DSL I was told I would be getting a $50 rebate, in about a month but it has never arrived.
I have paid over $300 for new phones to get the service I should have received without extra costs, then AT&T adds extra hidden charges.
Igor of Antioch CA (12/27/07)
I had AT&T Wireless (formerly Cingular) services for six years and always had accumulated rollover minutes. Last month I was out of my last contract with AT&T, called their agency for about five times during this November and been told that I have zero balance on my account. In December I called AT&T, and the billing's answering machine said that I owe $230. Later that day I called again and talked with the life agent; she said that my rollover minutes got canceled. Later I called and spoke with supervisor, and she told me that I will probably need more minutes to buy for my new contract and than AT&T will take out my present over charges. I said to her that for all the time I've been with Cingular and AT&T, I hardly was over evem my anytime minutes and always accrued rollover minutes.
But she said if I will not be with ATT in the future; I will have to pay $230. I said that I feel that overcharge by ATT is unjust and unfounded and that I will file complain with Government agencies. On December 26, 2007 I went to AT&T Corporate store and asked to look in their computer to show to me if my services are indeed canceled. The agent told me that I've been charged $230 fee because I had terminated early my contract and that I had renewed my new contract in May of this year. I said that I did not renew my contract, and in fact I have a paper from their store with hand written names of agents that my contract will expire on my second and last one of my phones this November. The agent was amused at my confirmation. Please assist me in this outrageous attack from the AT&T company who try to take money from my pocket.
I am father of a toddler and a main family provider, I have a squeezed budget, and I watch my budget carefully. I cannot afford to be financially manipulated and defrauded by the AT&T company for what I didn't do.
Susan of Arvada, CO (12/26/07)
I bought a cellphone several months ago for business. The phone constantly dropped calls. When I called AT&T to report it they walked me thru steps that were to fix it.
The calls continued to drop, so I said I wanted to cancel the service. They said there would be a $175 cancellation fee. They said if I would renew the contract and try a new phone that if I still had problems I could cancel without penalty.
I renewed and tried the new phone. It fixed the dropping calls, but phone quality was still poor. I called to cancel the phone and was told I had to pay $175, no alternative.
So, they lied to me and they didn't care. Poor phones and poor customer service.
Ken of St George UT (12/25/07)
We transferred our service to ATT on 12/21/07. When we went to a restaurant in Mesquite, NV we had absolutely no service. The phone had the message: Emergency Only. We could not call ATT until we arrived back in St George, UT. When we called we verbally abused by a Alfreda Meier who couldn't be bothered with such a trivial matter of servicing the account. Her supervisor, a Mr. Stephans (both of the NC office) told us that we were in a marginal area and should take our business elsewhere. On 12/22/07 we again called Customer support and spoke to a Samantha in the Washington (Seattle) office. She told us the problem was with the SIMM chip and should bring the phones into Sprint Cellular as they are the only dealer in St George. We did and had the chip exchanged. This resulted in the phones being on emergency only less than 100 feet from the store. We spent the next 3 1/2 hours being dropped from office to office as this wasn't their problem! I really believe that ATT needs to take some corrective action.
As of today, there has been no response. There is no one to contact; this email also went to ATT Corporate. We have 2 brand new phones that work only at our house!
Steve of Selah WA (12/24/07)
I signed 2 year contract AT&T. Got $40 plan. Bill was much more. Phone was terrible. Kept dropping calls and had to go outside to use it. I bought it in Southern CA and now live in WA state. Tried to cancel service and pay $175 fee. Total nightmare. Tried web, phone, and local store. On phone was on hold forever, it felt like. Hung up and called back without letting them know I wanted to cancel, and got a person right away. When I got to a person who could take my $175 early termination fee, was told that I would also have to pay the store that sold it an additional $200 to $300 fee. I felt totally cheated. Is there a Federal complaint agency that I can complain to?
I have PTSD and other nervous problems. I practically had a major breakdown over my mistreatment. Only monetary damage is the up to $300 fee to the original seller. I knew about the $175 fee.
Bennie of Keithville LA (12/20/07)
On 12-17-07 I received a text message from AT&T that I could receive 2 free Christmas ring tones. SO I bought into their scam and pressed OK on phone; it put me on internet, then to free ring site. I could not find free one so I down loaded a $2 song. I heard from others that I needed to call AT&T to make sure they do not start charging me for other services through this scam. Well, they did. I called right then and asked to cancel any services I DID NOT ASK FOR. She said no problem and apologized [for this form of stealing from their customers]. I received a call today, and it was AT&T wanting to confirm my activation on unlimited text message; and I have been receiving constant text messages from AT&T. I have always deleted them. Then came unlimited web access.
Next call will be to the FCC to tell them about the way AT&T is scamming their unsuspecting customers.
Barbara of Greenwood MS (12/19/07)
I was supposed to get 4 free Razr cell phones from AT&T just for switching from Sprint to AT&T. They were going to port my existing cell phone numbers over from Sprint to AT&T and give me a new phone number for the 4th phone. When I finally received my cell phones almost two weeks later, I only received 3 Razr cell phones and 1 Nokia, and they charged me $49.95 and gave me 4 new numbers. When I called to correct these errors (which they made), I was on the phone 2 hours talking to about 5 customer service reps who were going to fix the problem. To make a long, long story short, I still do not have my 4th Razr phone, and I had to purchase one for my daughter for $212.00 at the store because I still can't get them to fix their mistake. No one can tell me what the problem is.
I spent countless hours of missed work, and I probably talked to 20 different customer service reps--and honestly, about 20 hours--and the problem was never resolved. Now, I am trying to get my money back for having to buy a Razr phone that was supposed to be sent to me free to begin with. Never, never do business with these people over the phone!
Allen of Owings Mills MD (12/19/07)
I signed a contract with Cingular originally, and they merged with AT&T. I have been with Cingular for over 3 years to date. With the contract that I signed, I am supposed to receive a service which is the use of a cellular phone. For the past 8 months, I have had nothing but dropped calls on a daily basis. I rarely can get through a conversation without experiencing dropped calls. I try to make phone calls, and I repeatedly get an error message saying the call can't be made at this time or no network coverage. There are times when I need to make important phone calls, and their system won't let me. I get one of these error messages at least twice a day. AT&T is not honoring our contract because they just aren't offering the service I signed up for. If they're not going to be able to offer me this service, then I want out of my contract.
Due to the high number of dropped calls, I have to call people back and go over the whole conversation again because when I thought we were connected. Therefore, I go over my minutes, and I have to pay I think 49 cents a minute. I've had to pay over $150.00 in overages, which was not my fault.
Carol of Garden City NY (12/18/07)
My husband and I went into the AT&T store Saturday, December 15th, 2007 to upgrade a phone on our account. We purchased a new phone. During the transaction, the associate noticed that someone apparently had signed out that phone he was giving us. He then proceeded to give us a different phone. Sunday, December 16th, attempted to use the cell phone and found it did not work. It kept dropping phone calls and would not complete calls. We then went back into the store that day, and the associate said that the phone was working properly. Again, Monday, December 17th, the phone still did not function properly. We went back into the store and received a new phone. After taking it home Monday night, we noticed that this phone was still having the same problems. We then proceeded to go back to the store for the third time, Tuesday December 18th, with the intention of terminating contract and for a refund for the malfunctioning phone. We spoke with the manager who conducted himself in an unprofessional manner. He spoke down to us, using derogatory comments, and exclaimed "Get out of my store, you Junkie A**hole!"
In addition to his rude comments, he used obscene hand gestures such as use of the middle finger. We believe that he is misrepresenting AT&T. The phone itself is not offered by AT&T. After discussing the matter with AT&T directly, that phone does not appear as a possible upgrade on their website or over the phone. The phone itself did not have any AT&T logos on it, as all cell phones sold by a company does. We believe that it is possible that the store was trying to pass refurbished phones off as brand new ones.
As a result of using the malfunctioning phone, my husband missed phone calls from his customers regarding his work. And, he is also a volunteer firefighter for Franklin Square, NY. As a result of the malfunctioning phone he missed notification of a department meeting, is on record for having missed, and lost out on information pertaining to the firehouse.
Reynolds of Blackwood NJ (12/11/07)
I used my AT&T Wireless cell phone to call another AT&T Wireless customer during the weekend of December 8th, 2007. Under the plan I have through AT&T Wireless, I am allowed UNLIMITED Mobile to Mobile calls to any AT&T Wireless customers, which specifies the following, Unlimited Mobile to Mobile Messaging: Includes unlimited text, picture, and video messages between AT&Ts wireless customers sent or received while on the AT&T owned wireless network. Instant Messages and any other usage not expressly included herein will be debited from your packages messaging allowance. A subscription to one of the current Message Packages,Media Bundles or Max Bundles is required.
However, when I checked my remaining minutes, minutes were deducted from my Nights & Weekend minutes which are supposed to be separate. When I called customer care to find out what happened, I was told by customer care representative, William Best out of the Kingston, Ontario, Canada call center that this is not actually true despite what their own literature and website display. I was told by Customer Care Supervisor, Sid Anjela that that in actuality, my plans works like this, Minutes will be depleted according to usage in the following order: Nights and Weekends, Mobile to Mobile Minutes and Anytime Minutes. When I asked Mr. Anjela what would happened once my Nights And Weekends were depleted, he told me that THEN AS LONG AS I HAVE MONEY IN MY ACCOUNT, THEN I WOULD BE ABLE TO USE MY UNLIMITED MOBILE TO MOBILE MINUTES. This is a complete contradiction of what they're advertising on their website, and in their stores.
I've lost over 200 nights and weekend minutes when I shouldn't have. This is caused me a great deal of stress, mentally and physically. I was given a $5 credit as a take i |
