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AT&T Wireless

AT&T Wireless • Billing disputes • Unexpected contract expiration • Network problems • GSM service • Number portability • Sales practices • Customer service • GO Phone • Everything else --- News • Cingular-AT&T Wireless Deal is Done • Cingular Buys AT&T Wireless • Software Glitch Blamed for Losses • Cingular, AT&T Wireless In Merger Talks • AT&T Wireless Leads In Number Portability Problems

Judd of Towanda, IL August 10, 2009

I received my wife's May phone bill showing charges for exceeding her data package. I called customer service and spoke to a very nice gentlemen that understood the situation. He allowed us to retroactively upgrade our data package to unlimited for the additional fee and removed the overage charges. This is a common practice that I was aware of from a prior experience with my company phone. It was a very good experience and I even commented to others on how good AT&T was to work with.

A month later I received her June bill and found there were data charges again. I called customer service again and spoke to a young lady that seemed new. She explained that the charges had already occured in the current billing cycle when I had called and gotten the adjustment for the prior month. I explained the previous representative had made the adjustment in the spirit of exchanging an upgraded package for the fees and that I was calling to correct what was obviously missed in the original transaction. She said she understood but there was nothing she could do. She offered to refund 35% of the charges.

I asked for a supervisor in hopes that they would better understand the situation and make things right. I was then put on hold for a long period. When she returned she said the supervisor was busy, but she could offer me a 70% refund. Still believing a supervisor would understand the problem I continued to hold. She came back one more time and told me that if I insisted on speaking with the supervisor they would not be able to refund any part of the charges.

The supervisor finally got on the phone, clearly upset that he had to speak to someone, and explained that since there were no notes on my account about a retroactive change he couldn't offer any credits. (even being a supervisor) He later offered 50% of the charges could be refunded. 20% less than was offered by the representative I suppose as a penalty for speaking with the supervisor.

The original representative attempted to put in place a retroactive upgrade which was obvious by the changes made on the account. The rep and supervisor were unwilling to recognize this and used a system of haggling and intimidation to get me off the phone, and penalized me for the additional service I requested. I couldn't believe this was the same company.

Edith of Broken Arrow, OK August 6, 2009

In July and August of 2008, I activated 2 phones with AT&T and had the following experience: Due to poor credit was required to pay 750 per each phone activated and was assured that I would be reimbursed in 12 months--no stipulations or conditions were reviewed or discussed 8/26/09 paid for first phone along with deposit required. 9/5/09 paid for second phone along with deposit required

AT&T had a system glitch which processed a THIRD 750 deposit the day that the second phone shipped. Despite the fact that, due to AT&T's known system glitch, they did not offer any compensation for the damage they had done to my bank account and status of other bills that could not be paid as a result of their mistake. They would not even give me a free 20 cell phone case as a good faith freebie. They did not care in the slightest and in so many words just insinuated that I needed to just deal with it wait the 10-14 days it would take to get my money back.

That 750 glitch caused over 1000 worth of payments to be returned and my bank account to be closed. It took MONTHS to somewhat recover from that event and was even turned over to the State Attorney's office for bad checks for not having the money to pay them.

Now, a year later: I started contacting AT&T a few weeks ago to find out the process of how to request a refund on my 1500 in deposits Each agent I spoke with confirmed the dates that I would be eligible for each reimbursement--not one agent provided any conflicting information. Based on the information given to me (and even documented in AT&T's records) I had made arrangements to set aside money for potential surgery and the copays involved. Based on the information given to me (and even documented in AT&T's records) I had made arrangements with others to whom I owe money to catch up on past due balances

On 7/26 or 7/27 I called in to officially request my first deposit (as I was directed to do) and informed that agent that I wanted my AT&T balance paid in full and then the remaining left of the 750 to be sent to me in a check. I also confirmed at that time that I would be eligible for my second deposit reimbursement on 9/5/09.

Today, 8/4/09, I woke up and my phone was suspended. When I called in I was promptly told that I did not qualify for any of my deposit reimbursement due to having too many suspensions over the past year. I was never verbally informed, at the time of purchase nor in the past month of communications, of any conditions or stipulations that would prevent me from receiving my money back and was assured on multiple times that I did indeed qualify for my refunds.

After escalating up the management line I was called back and pretty much told that I'm out of luck...DESPITE THE FACT THAT THEY HAVE IT DOCUMENTED THAT I WAS INFOMRED THAT I QUALIFIED FOR MY DEPOSIT REIMBURSEMENTS! Note: had I been told the truth a month ago, I'd still be upset but not nearly as LIVID as I am now because I have made financial commitments and decisions relating to my health based upon AT&T's agents TELLING and DOCUMENTING that I had this money coming back to me. I am now in a very stressful situation-- financially, mentally, emotionally, and medically due to their LYING, MANIPULATION, AND VERY POOR CUSTOMER SERVICE.

And the most ironic part of this is that I am a Team Lead for Directv ----- one of AT&T's business partners ---- and my AT&T account reflects my status that way.

PRESTON of Second Mesa, AZ August 6, 2009

Several years ago I purchased a phone from Cingular Telephone in Flagstaff Arizona, after they convinced me they had the best coverage in my rural residence in my rural residence on the Hopi Reservation in Northeastern AZ. I had previously used Verizon for a number of years, but had gaps in coverage at home -- otherwise their service was excellent When the iPhone came out, I signed up for the Cingular nationwide coverage plan for voice and data for my iPhone.

Not long thereafter, AT&T dropped the Cingular name. Initially satisfied, I added on a second phone for my wife, and expanded my plan to a "Family Plan" -- "Unlimited night and weekend" and "Mobile to Mobile" coverage with 550 anytime minutes coverage for 91.68 (current bill) per month. Several times when I was on travel during 2007, I had additional roaming fees attached to my bill, even though my plan specifically states 0.00 charge for roaming.

After I made a trip to New York State, via stops in North Carolina and Maryland, I was informed that my phone was being flagged for excessive use in "Roaming" areas, in spite of having a "Nationwide" coverage plan. I was informed that at least half of my calls had to be in non-roaming areas each month to avoid being flagged. Following that I drastically cut out calls from home, and made sure a majority of my calls were from AT&T full coverage areas. In the last month, my total usage was 214 Anytime minutes out of the 550 I paid for. I currently have unused credit for 4,173 Anytime rollover minutes. I have definitely not used anywhere close to half my paid minutes in my home "Roaming" area. My home Wi-Fi use is on my home wireless network, so there is no data use there either.

A week and a half ago, I made a call to an AT&T rep in making a request to upgrade to a current 3-G (s) phone, and I was told that I had no flags against my account since August of a year ago.

Yesterday my local access was turned off. I called AT&T today, and spoke to a K. Arrison. He said that my phone was refused access due to excessive "Roaming" usage. When I told him that I had just been o.k.'d a week and a half ago by another rep, and asked him to show me where I had made over 225 minutes of roaming calls (my actual is about a tenth of that) he wasn't able to state which month, or able to tell me how I could track the percentage of my calls were "Roaming" calls. He did tell me that I could either end my service, or be restricted to calls from Flagstaff service area.

When I asked him if that severe restriction of service would be reflected by a lower monthly charge, I was denied any reduction in cost. (I had just paid for a month in advance on 8/01/09). I explained that I was reluctant to loose service after investing 399.00 in the iPhone, iDisk Subscription, and numerous programs for my iPhone, as well as purchasing an iMac based on my iPhone usage plans. Of course, AT&T has exclusive access to iPhone.

Background: the cell phone towers on the reservation were installed under contract with Cellular One. Cingular rented access to them. It is my understanding that AT&T acquired both Cingular and Cellular One. Apparently AT&T has decided to just dump service to areas that do not show a high profit margin. I hope some attorney will take up a class action suit against AT&T's apparent policy of monopolizing area access through acquisition of smaller companies, making exclusive contracts with phone suppliers, and then leaving low profit areas in the cold without wireless access.

Bill of Pocatello , ID August 6, 2009

They talk us into buying the iphone and told us to use it for a month to see if we could get service at our cabin. We couldn't get service there so we took the phone back before the 30 days were up. We take it back to the store and they credit us the amount due us. Then 2 months later they send us to collections for not paying for whatever they should have charged us when taking the phone back.

Tobin of Coralville, IA August 5, 2009

I have attempted to get some satisfaction on 4 different occasions, twice by calling their help line and twice in person at the store. I am paying full price for cell phone service that does not work at my home; so, my friends/family/work have to try both my cell and work numbers (if they think of calling both) to reach me. The first time they sold me a new phone, the second time told me something to try that didn't work, and tonight they told me I'd have to pay 155 early termination fee because their service is so bad I have to get another carrier.

Chanelle of Baltimore, MD August 2, 2009

I'm seeking help in the troublesome times. I cannot afford to pay a 148.10 termination fee. This is not fair to me because it was not my fault that I had to cancel my service. I tried many times to avoid canceling my service, but I never received any help. The first called I made was at the end of May. I spoke to Jay and asked him if I was eligible for any promotions. I informed him that I am a loyal customer who paid my bills on time every month for 2 years. I thought I would have been offered some time of savings, but that wasn't the case. He told me he didn't have anything and that I need to go into a retail store.

On June 1st I went into the wireless store in White Marsh mall and Sarah told me that she did not have any new promotions to help me save money on my bill. I would have to call back to customer service and ask them to assist me. By this time I was getting frustrated. Again I was trying to avoid cancelling my service. Where is customer service when you needed it? I spoke to Bill in customer service that same day. His exact words were can't help because you have an Iphone. Apple has strict rules that permit existing customers from trying to save money on their current plan. You mean to tell me that AT&T won't offer me some type of promotion or discount for being a Loyal and valued customer who pays their bill on time every month because I have an Iphone.

This is absurd. I chose AT&T because I thought [they] were customer savvy and you are the only company who carries the Iphone. Bill told me that he would have someone in the retention department call me in 24hours to offer me some time of promotion on my bill. After 24hrs passed and I hadn't heard from anyone, I called back and asked to speak to someone in the retention department. The retention representative informed me that they do not have promotions or discounts for existing customers or customers with Iphones even though my account was in good standing.

I was told that I would have to give up my Iphone or cancel my service if I wanted to save money on my bill. I was told that I could get a different phone with AT&T and then I could get a promotion on my bill. I was appalled and very upset at this point. I just wanted a promotion on my bill with the Iphone I already had. No one wanted to help me and I was at my wits end. I explained to the retention department that if they weren't able to help me the I had no chose but to cancel my service.

Unfortunately, I had to cancel my service due to poor customer service, lack of existing customer appreciation and failure to provide the customer service guarantee. I spoke to Karen in the disconnection department who canceled my wireless service. She was very snappy with me and wasn't customer service friendly at all. I explained to Karen that I could not afford to pay 108.00 a month any longer.

Again I asked Karen if there was anything that she could do for me and she said NO. Karen did not show any sympathy at all. She was so quick to get me off of the phone. I explained to Karen that I can't afford the 150.00 early termination fees. It wasn't my fault that I had to disconnect my service, but no one in the company would help me because I had an Iphone. I asked Karen if I wrote a letter to At&t coporate and explained my situation would this help. Karen words were "You Are wasting your time writing a letter because they aren't going to waive the 150 termination fee".

Lanqua of Grand Prairie, TX August 3, 2009

Recently my husband's cell phone was damaged. On Saturday, August 1, 2009, he and I went to this AT&T with the hopes of getting new phone service for him and maybe even myself as well. We walk in and check out the display phone as we patiently waited to approached by a sales person. We made our away around the entire store and then realized we had not been approached by anyone. My husband approached a caucasian male employee for assistance. The male completely blew my husband off when he walked away from my husband saying, "I'll be with you in a moment." He didn't even look at us. Blown away by the lack of respect and service, my husband and I quietly leaves the store. As we are walking out, a tall caucasian female associate sarcastically says, "Bye!" Still we leave without saying a word, even though we are deeply annoyed that she could tell us bye, but not offer to assist us.

Vijay of Norcross, GA August 1, 2009

My two cell phone is not working properly and I am trying to get repair or replace under warranty with AT&T. I called so many times they take all the inforamtion again and again and last moment they hung up the line and they trying to avoid to this repalcement and they knows that they do not have this kind of phone. Even I went to two physical location and they do not have the phone and they told me that this phone is not working and its under warranty.

Then why they are not honoring this warranty. Also when I first purchase sales person told us that if this phone doe not work then you will get replacement with new phone. I talked to the sales person who sold this product and he is still telling me the same thing then why AT&T is not honoring this warranty. My warranty period is going to expire in Aug. 2009. I have this problem since last three to four months.

Jihae of Honolulu, HI July 30, 2009

Around 0150PM EST, I had to make a call to customer service center regards to my rebate status. The lady who had answer my call was very unprofessional and rude. That is the reason why I decided to make a complaint. When I gave her my cell number, she had asked me who the account was under, so I had told her my name and my last 4 digits of social number. She had asked me the same question about 5-6 times as if I did not understand her question and literally started to yell at me. She told me that it was not under my name. When she could simply explained to me and asked me again, she raised her voice and yelled at me.

So I gave her my other primary number for the account and it showed up under my name. Instead of apologizing to me, she said \"I\'m only reading what I have infront my system.\" I truly do not appreciate her behavior and I do not think I deserve to be treated that way. I have about 5 lines under my name with AT & T and I know how their system works very well. If she had apologized to me, whether she means it or not, I would've not made this complaint. Also, when I just called back to AT&T, one of my number is still under someone that I don't know and it wasn't under my name as a account holder. Bottom line is that issue is not solved and now I have to physically go to the store to present myself to verify that the account is under me and I'm the account holder.

Jihae of Honolulu, HI July 30, 2009

Around 0150PM EST, I had to make a call to customer service center regards to my rebate status. The lady who had answer my call was very unprofessional and rude. That is the reason why I decided to make a complaint. When I gave her my cell number, she had asked me who the account was under, so I had told her my name and my last 4 digits of social number. She had asked me the same question about 5-6 times as if I did not understand her question and literally started to yell at me. She told me that it was not under my name.

When she could simply explained to me and asked me again, she raised her voice and yelled at me. So I gave her my other primary number for the account and it showed up under my name. Instead of apologizing to me, she said "I'm only reading what I have infront my system."

I truly do not appreciate her behavior and I do not think I deserve to be treated that way. I have about 5 lines under my name with AT & T and I know how their system works very well. If she had apologized to me, whether she means it or not, I would've not made this complaint.

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