AT&T Wireless - Customer Service

I was locked out of my email due to a technical problem at AT&T. I have spent in excess of 4 hours on the phone trying to resolve the issue. Problems include being transferred to multiple people, being cut off, inability to re-access the individual who was investigating the issue after being cut off and the refusal of anyone to obtain assistance from a manager. I am currently still locked out of my email which has essentially cut me off from my business!

AT&T lost or deleted my banking / payment data and their website asks to select payment method and the choices are "new this or new that" when I have been paying the same way for years. Now they want to re-collect the information because they screwed up?

I called to activate a new phone and the person assisting me activated the wrong number on the new phone rendering two lines of my 4-line family account useless. I was then told that I needed to go to the store or have them mail new SIM cards to me that would take 3-5 business days. I asked about overnight delivery to which I was denied. I asked to speak to a manager and this is where my frustration begun. I could tell that the manager already seemed bothered to be speaking with me and was very demeaning.

I can understand not being able to help me in a particular way but as a customer, I would expect some respect and sympathy to which I received none even though this service outage would cost me time and money. It was a disgusting display from a company I am paying for a service.

They damaged my home, water and heating systems. All this happened when they attempted to install internet and satellite service. After the installer completed his work, I had to pump out water from under my house, replace a water pump switch for my well water system, repair my furnace, remove the plastic they left under my house which caused flooding, and replace the burned up sumpump that had plastic, they left wrapped in.

I still have a hole in one outside wall that when the installer drilled the hole, he damaged a toy box and the trim in the house. The installer then did not use the hole he drilled. When installing the dish, they were ask not to install a dish on my brand new roof but he still installed it on the roof. All these problems were caused in there attempt to install internet and satellite tv service. When the installer was finished, I refused to sign his paper work. I still do not have internet service which after six complains they still charge me for.

I called the warranty department for my Samsung Infuse, which I have only had since August 2011, because the battery would not keep a charge. I was told to carry an extra battery and turn the phone off when I am not using it. And I was told not to charge the battery overnight because it will ruin the battery if I don't hear the chime to let you know the battery is full. First, turn the phone off when I am not using it. It is ridiculous. What is the purpose of a cell phone? Carry an extra battery for when the battery runs down - are you for real? Don't charge the battery when you are sleeping okay, I am not using the phone because I am sleeping so I can turn it off. I mean these are the most ridiculous things I have ever heard.

But to top it off, I was told that when I am in an area where I only have one bar, the phone battery is working harder to find a signal. I mean, do they really think I am stupid? I have been a loyal customer to AT&T for over 15 years, through all of the buy-outs, name changes, and every other thing they have been through, not to mention the swapping out of 3 different Blackberrys. And now they are not willing to give me an update in order to keep a loyal customer. I am so sick of AT&T that as soon as my contract is over, I am done! They have no loyalty to their customers whatsoever. Try another phone carrier before AT&T takes it from me, because they treat you as if you are stupid!

The service is bad. Drop calls, can't hear, can't get texts on my iPhone. I'm looking at a new carrier. My contract is about up. I've been with AT&T for years.

I am a former customer service representative for AT&T. We are told "customer rules"; however, this is far from the case. The focus is no longer to insure customer satisfaction. Sales, plans or devices are the primary focus. I waged a personal war to ensure that all customer issues were resolved with the final aim being a happy customer and a happy client. AT&T customer service is outsourced to a company who is more focused on in-house indiscretions rather than customer satisfaction or complaint resolution. I was an unfortunate casualty of a hostile work environment. My food was tampered with, my performance misrepresented, my name slandered and libeled. I resigned. Though I bear no ill will, I do feel sorry for the countless AT&T customers who are being legally and immorally ripped off.

The customer representative who called me lied to me. He wanted me to get new phones and a new contract. I told him my cell didn't work at my house. He said he could fix that and I could back out if it didn't work. Since I wasn't home when he called, he said he'd ship the new phones to arrive in 6 weeks when I got home and the contract wouldn't start until then. Actually, he started the contract the day he called me and has been unreachable since then. I have called him weekly or daily since September and he's never called me back.

A few days ago someone else called me and told me I was stuck for the contract no matter what. I'm really steamed that he hasn't bothered to call me back. His name is Scott ** (888-**). Ironically, the phone message says it's the customer loyalty center. When this contract runs out, I will definitely never do business with AT&T Wireless again. I can't get cell service at my house. I'm unhappy that Scott ** has never called me back to discuss the situation.

There is not a word in the English language that describes AT&T and its version of customer service! What has happened to America and its code of ethics? Has it really came down to this phrase "my four, and no more", and who can we, the consumers, really trust to get us, America, back on track, and hold us accountable for our actions, regardless of who we are, or who we represent? It is all about the mighty dollar. We pay more, and we get less. They pay less (labor), and they get more revenue. My rating for this company is zero! God help us all!

My boyfriend and I just dealt with a ridiculous issue today with this company! He was having a lot of issues with his phone, so he called AT&T to try to work something out. He was told that he can open up a second line on his account and get an iPhone for the 2-year contract price. He even has proof in the form of text messages sent to him by AT&T, telling him that he can reserve the iPhone on the Apple website and pick it up at the store the next day, where they will set up everything for him as was discussed on the phone.

Because my boyfriend has been busy lately, I have been trying to order the iPhone for him and finally succeeded last night. Today, on the way to the Apple store, I told him to call AT&T to make sure everything is set so he wouldn't have any problems at the store. When he called, the representative made it seem like there was no issue. He asked her to call back in 10 min, which is when we were reaching the Apple store, so she could talk to the sales rep and set everything up on the account. Not only did she not call back, but my boyfriend's account did not have any additional reserved lines as was promised. He ended up calling AT&T again, and this time spoke to a manager who had absolutely no idea what he was talking about when he explained his situation. The manager told him that what he was promised cannot in any way be done and that he would have to open up a family plan and would be charged a lot more. This manager did not want to help my boyfriend in any way possible, so he ended up canceling AT&T right on the spot.

Why is it okay for people to treat others in such a manner? Why does anyone have to go through problems like this? Big corporations need to be put in place because they think they can do what ever they want. This is absolutely unacceptable!

Just opened services with AT&T. I bought an iPhone 4. The charger that was given to me in the box did not work. I noticed the same day I bought the phone but couldn't go back because the store was closed. Tried taking it back the next day, they wouldn't return it because the box had been opened. Really, I've only had the phone 4 days. AT&T says they don't have another charger that I could swap with. I could swap out the phone for a charge of $36. I just spent $200 dollars on a device and now they want me to dish out another $36. Not happy.

Unpleasant transaction. Maybe this would have not happened if Ryan, the sale associate, would have helped me purchase this phone online. But he said he couldn't. Really someone that works at AT&T doesn't have access to get online or have no knowledge. I guess commission was the associate's top priority, not the costumer. I see where I stand. Terrible experience I have had. Please contact me at ***@gmail.com. because I now have a phone with no charger.

I purchased an iPhone 4 at this store in August. The sales person assured me when the new iPhone comes out, I will be able to download apps so it will do everything the new model can do. Last week, my husband purchased the iPhone 4s for $199.00 at the same store. At that time, the salesperson went online and saw we are on the same account and I could upgrade mine for the same price. I went into the store today and said I wanted to upgrade my phone because there is no app to give me Siri. Brill, the manager said it would cost almost $500.00 even though that very store told my husband I could for $199.99.

I asked what AT&T would do because I was misinformed by Caitlin, their salesperson. Brill said he was not present when I purchased it. I told him I would return when she is in and he said he could not do anything for me even then.

Recently, I lost my iPhone 4 in a grocery store just after having it 45 days! As frustrating as that was, I felt reassured after remembering that I had the Mobile Protection Plan. See, when I decided to upgrade my iPhone 3G to the iPhone 4, the salesperson talked me into trying out the Samsung Infuse. He explained the benefit of the Mobile Protection Plan, which I added immediately with a few other add-on plans. After a week or so, I decided to return the Infuse (not really loving it) and get what I originally wanted; the iPhone 4. After paying a restocking fee, the salesperson did the return, transferred my SIM card, handed me my iPhone 4 with a new, cute, little case that I had to buy and I was on my way. I left believing I had all the same add-ons and coverages as I did with my original purchase. Why would I think otherwise? The salesperson made no mention that these add-ons and most importantly, the Mobile Protection Plan, did not carry over to the new phone. Had I been told this, I would have done what was needed to get that protection.

Now, I'm unable to locate my phone and I have to pay a $199 deductible + $35 replacement case to replace the phone, which in my mind could have been avoided if the customer service rep was more thorough. I am now in this for $634.74! As a loyal AT&T customer since 2002 and having a family plan of 5 phones and 5 lines with AT&T, I feel that this is a total ripoff and is not right! No one is sorry at AT&T, willing to give me a break or even humor me with a little empathy!

My recent bill from AT&T dated 10/2/11 shows a Zero Plus billing of $64.29. These 2 calls went to my answering machine. I've called AT&T 3 times and have been outsourced. On one call, I asked to speak with USA and they said I'd have to try again. On another call, I asked to speak with supervisor and was disconnected. On another call, I was told that he could block one number but not two. I also noticed when I call AT&T, they automatically say "this is ZDPI". My overall experience with AT&T is terrible. I guess it's time for a change!

I will never order an iPhone from AT&T again. Next time, I will take myself to Verizon or Sprint. The people at AT&T are rude. They lie and deceive you. And they also pretend a lot.

I attempted to change/transfer my home telephone number to another service provider, but I wanted to keep my current Internet service. On October 10, 2011, I was told that I needed to put a debit card on file in order to have stand-alone or "dry loop" Internet service.

Today, October 14, 2011, I was told that I had to pay $100 as a deposit and place a debit card on file. I am so very upset about the conflicting information that I am given. I do not know which is correct. Trying to reach someone who knows what they are talking about is a nightmare with this company. I need to speak with someone who knows the truth. I am also going to file a complaint with the FTC and FCC. This has been the worst service experience that I have ever received from a company such as AT&T.

AT&T is the only provider available for our small business. In the past month, we have experienced lack of service with our DSL and phone lines, rendering us helpless in processing credit and debit card purchases. Both times this occurred when the weekend was approaching. Last month, it took a technician three days to come out. Today we are being told it will be "tomorrow" before a technician comes out. Lack of service paralyzes our business, rendering us unable to process credit and debit card purchases, especially harmful over the weekend.

I ordered an ATRIX refurbished phone on the AT&T premier website on 8/9/11. I received a notice on 8/10/11 that the phone was back ordered even though the system showed it available when I ordered it. I called numerous times to escalate with no assistance. On 9/9/11, I received an email from AT&T asking me to call within seven days to update the order status or the order would be cancelled. I called on 9/10/11 to update the status and I did indicate that I still wanted the phone but AT&T went ahead and cancelled it anyway. They replaced the order on 9/15/11. I am still waiting with no resolution insight.

They have the most horrible customer service I have ever experienced! They kept directing me to useless departments that didn't end up helping me at the end. I was on the phone for 3 hours on hold. This happens every time I call customer service lines. Nobody knows what they are talking about and how to help you out.

I called AT&T to discuss the possibility of upgrading my cell service and was transferred to someone in another country. I couldn't understand him, so I asked him send to me a written summary so I could understand and confirm that we are both talking about the same thing. Without my approval or even knowledge, he chose a phone, signed me up for another line and shipped it. I complained to AT&T. They regard it as a "miscommunication", which it most certainly was not. It was flat out fraud.

I'm still trying to understand all the things that were done. They gave me a new cell number. A credit inquiry was undertaken. I've spent hours on the phone with AT&T. Some representatives were helpful. The others didn't think that any fraud was committed.

My conclusion is, don't let AT&T buy anymore companies until they can figure out how to run the one they already have!

I have had a contract with AT&T for a little over 1 year. Within that year, I have had issues and had replacement phones shipped to me 7 times. Each time I get a replacement, the refurbished phone works for a week or 2 and then slowly become more defective. I have been transferred from department to department and only get told that the only way to get a working phone is to sign a new contract.

I was told by Mr. ** to come back on Sunday of August 28 to talk to the home consultant, Ms. **. The appointment was cancelled to Tuesday, August 30. I was there for thirty minutes before Ms. ** appeared from the back of the store. Mr. ** did nothing. Ms. ** proceeded to tell me to call the appointment people. I was there for over an hour. The AT&T telephone representative handled my problem. The store personnel are a joke in helping people. The home consulting person was ridiculous. She was rude and didn't know anything. As for Mr. **, he didn't care either. If it wasn't for the lady on the phone, I have cancelled everything with AT&T.

I requested to speak to a supervisor after three phone calls to AT&T. Daniel had to go through the same thing the other two did knowing that they could not help me and I told him he could not help me. I cannot wait until my contract expires so that I can find another cellphone system.

My mother converted my service to her as she wanted to take over her telephone obligation. So, I called customer service. But instead of converting the obligation, they opened a new account. We later found out that the reason behind the problem was that representatives get paid on new accounts and not on conversions. After two hours of discussion, the customer service woman was very helpful and apologized for this awful situation. She explained why he did the new account versus the conversion. I, then, received a new bill with a termination fee. I called and spoke with Ms. ** and she said that there was nothing she can do so I asked to speak with a manager. She then proceeded to speak with her manager (Ms. **). Ms. ** "refused" to take my call as there was also nothing that she can do. This is not the type of service that I would expect from AT&T.

My wife and I were on a Bart train. And then, we stepped out. Just after the doors closed and the train pulled off, we realized my wife left her phone on the seat. Goodbye iPhone 4. We thought, well there goes $200. My wife was completely distraught the entire day at the loss of her phone. I think it was the fact that we practically watched it drive away. Bart service reps did nothing, as expected. We suspended the service so we don't get some huge phone bill. They couldn't track the phone like mentioned. It couldn't be made inoperable. And it couldn't be wiped clean because the service was suspended.

When we got back home, we went to the I store. We were told we need to pay $699 for a new phone, and that the $200 price is only for a new contract. The salesperson said, "Did you have insurance?" I thought they wouldn't insure them before, because I asked previously. I answered, "No." The salesperson asked, "Do they offer insurance now?" I said, "Well not yet, next month they will." He went on to say, "You can only get a $200 I4 with a new contract."

Off to the AT&T store we went to discuss contracts. I told him the story of the lost phone. He told me that insurance started to be offered last month and will be offered moving forward. Then I said, "I would like to add insurance to my I4". The guy sold me the insurance, but doesn't have a policy to provide to me. I asked him four separate times nicely, "Hey! Could I get a copy of that insurance?" He said he never had anyone ask for it. So I told him, "I want to hook up my old 3G and use that for me, and give my wife my I4 because she was so addicted." He agreed and swapped out the SIM cards for free. He said that's the least I could do. The rep said, "So, which phone do you want insured, because the insurance is with the phone line (number) and not the device?" I said I want the I4 insured. So, he switched the insurance back over to the the I4. I asked him, "You think you can find a copy of that insurance?"

I never did get a copy. So, Apple and AT&T won't sell us an iPhone for $200, and AT&T won't let us out of our contract. How can AT&T charge you for services that you're not using if you don't have a phone? The topper is if you have multiple phones on one account, each phone has its own contract. So, Apple gets you hooked on a phone, and AT&T gets the contract. If you lose your phone, you're out. The replacement cost is $699, and the contract buyout is $350. Losing a $200 phone shouldn't be a $900 dollar mistake. I think the contracts are an issue on how they are structured, with insurance for the number and not the tangible device. I think the insurance scenario is fraudulent, because it was offered discriminantly prior to Apple's request, not the insurer's. What a racket!

I cannot get the trunk lines in my neighborhood fixed. The technicians reported that there was 1300 feet of damaged trunk lines and they need to be replaced. It has been documented for years and is deteriorating to the point now that I cannot get a clear line for phone calls, my internet service does not work hardly at all, my Vonage phone line cannot work without my internet connection, and my home automation equipment cannot work without internet.

I am paying hundreds of dollars a month for services and cannot use them. I am getting no credits for the outages and I am not alone. There are dozens of people on my street affected and nothing is being done. I have contacted the Florida Attorney General, the Public Service Commission, and the Department of Agriculture. I have made nearly daily repair calls to AT&T and I have contacted my ISP company, and nothing is being done to fix this. I need help please.

I was able to call out, but nobody could call me. I'm a busy person, so it took me a couple of weeks to report the problem. When it was reported, they tried to blame me and my equipment (I have an AT&T phone also).

Once reported, it took an entire week to get my service back. Nobody from AT&T called to explain what the malfunction was (so you know it was AT&T's fault. If it was my fault, they would have been all over me). There is a physician at this household, and communication is important.

AT&T only gave me a week credit on my account, saying they could only go from the time it was reported to the time it was fixed.

AT&T's customer service has gone to the dogs. I called on Friday and was on hold for more than 45 minutes before I hung up. Today is Monday and I have now been on hold for more than 36 minutes. To add insult to injury, the recorded message said the best time to call is Wednesday - Friday. Well if they experience heavy volume on Monday and Tuesday, wouldn't the logical thing to do is increase staffing on those days to accommodate customers? Go figure! OK, I'm still on hold. I think that makes about 41 minutes thus far, and it's sunny outside; no excuse of rain and down lines.

Cingular/AT&T has poor customer service. My service is constantly dropping calls and overall service is horrible. I recommended it to my three daughters during college and we have very poor service. We were locked into contract during merger of Cingular and AT&T. We had to upgrade on our phones which was quite costly. I sent back a headphone device and never received my ear bud headset #382237, on 07/06/09. Customer service number given through e-mail is no longer in service. Our family will be grateful to look elsewhere as soon as this lousy contract ends!

I was very displeased with their phone service and had heard numerous horror stories about trying to get out of their contracts so I was very displeased and called cingular up and ended my contract 4 or 5 months early. I had 3 phones on the plan , cost me $175 per phone line to cancel the contract. Is there any way down the road I can get my money back? The service went down hill when AT and T took over.

I've been a Cingular customer since 1999. I have 3 lines (one inactive line). I've been a satisfied customer until recently. On Jan. this year I had called the Cingular CS and asked when my 2 active lines are going to be available for upgrades. Without hesitation - the CSR I was talking to said in Feb. 19, 2008 - both active lines would be available for upgrades (I wanted to change both cell phones bec I have been having a lot of problems with Motorola Razor).

In March, I called the CS again for the upgrade and I was told I was not eligible. So much for truthfulness and honesty of those people. I am so frustrated I wanted to cancel my account but it will cost me 3 termination fees. They said I had upgraded my other phone last year & when I asked if they had proof they could show, they said they didn't have any. I asked how I paid for that upgrade, they could not answer me. I looked under my credit cards & checking accounts and tried to locate how I paid for any upgrades & didn't find any. I looked under my monthly statements for any changes or "upgrades" on the bill & I didn't find any.

Dreiza ****

In May we purchased 2 new cell phones and extended the contract. The new phones had rebate offers, but only if you activated an unwanted service. The rebates were received and processed May 26th. One was received, the other has not been. With continuing the unwanted service we have paid more than the total of the rebates because one of the rebates was not sent. Then when trying to retrieve a free ringtone, I can't get it because network service is not available in this area. If I had realized this, I would not have renewed the contract. Now it would cost $350 to cancel the contract. So now we're stuck with inferior service, and customer service for 2 years.

I just received my first bill under my new service plan. It was for three times the amount. They charged me for minutes that should have been included and some calls were three times as long as actual call time. Additionally, calls that I had made were not on the bill. Three of my friends have experienced the same billing problems and its a nightmare to try to clear it up, even though the errors are AT&T;'s. I just tried calling customer service to clear this up and expected wait times were 20 minutes+. Go figure. I tried logging on to my account on the website and due to high volumes I couldn't access my account.

Because my phone was not turned back on until 36 hours later, I didn't receive the call from my infant's babysitter informing me that my baby was being taken to the emergency room for a high fever.

Note, I have never been thrilled with the level of service from AT&T.; When I talk with my friends who have changed to Verizon, they laugh when they hear I'm still with AT&T.; At this point I feel you have violated the terms of the contract I have with you in terms of customer service. I am requesting that the contract be cancelled without any fees. If not I am going to be sending a very detailed account of my plight today to as many agencies who deal with complaints as possible. I am starting to search the website to gather a list of all the agencies including the media. I am so, so upset and frustrated that your people have made it impossible for me to complete a transaction after an hour of impersonal and incompetent behavior.

Another problem occurred because the rep who switched my plans also did not give me the correct calling plan and I was charged with a truck load of roaming charges. Once again I called and spoke with a deplorable supervisor who did ABSOLUTELY NOTHING to rectify the matter. I CAN NOT WAIT TILL I CAN LEAVE THIS HORRIBLE COMPANY!!!

We are a non-profit organization with a very tight budget, we cannot afford to pay $2000 cancellation fee, considering that we have the written contract that support our position.

I signed up for cell phone service with Cingular on May 31, 2001 and then cancelled my service contract on June 2nd because of bad reception. I then signed up with AT&T; on June 3rd. Last week I happened to purchase an online credit report, and I have a charge from Cingular for $1,600 that has gone to a collections agency.

Tamra had better read that contract carefully.

When I first signed on with Cingular Wireless they were actually Pac Bell Wireless. After one year and eleven months. I decided to change providers, because their service is just terrible to say the least. I was under the impression that my contract had expired after one year, so I thought there would be no problem with cancelling the contract. Then about two weeks later I received a bill which I assumed was a closing bill for my last month,however much to my surprise I was charged an additional $150.00 because they said I terminated too early. They also said that when I had my phone number changed because they had given me a number that was not a local number and I kept getting long distance charges. So they changed my number to a local number. Then they became Cingular Wireless.

So when I cancelled they told me that because I had changed my number that it renewed my contract for two more years. I would have never signed a two year contract. When I did sign the contract it was with Pac Bell not Cingular. I feel I was seriously mislead. After I received this bill I have sent them four letters requesting that they send me a copy of the two year contract that I signed and that I would pay the bill even though I disputed it. To this day they have never acknowledge my request, and I refuse to pay the bill.

I had a Cingular Wireless account for two and half years on a one year contract. When I called to cancel my account because I was moving from San Francisco to New York, the customer service agent told me I was still under contract and I would be charged a $150 termination fee. I spent several unsuccessful months trying to get the problem resolved. They would agree with me that I originally had a 1-year contract, but their position was that I signed up for a 2-year contract when I got an upgraded phone. I thought this will be easy to resolve, because I had never upgraded my phone - I was still using the one I originally got with the plan. No dice.

When I requested proof of a new contract or upgraded phone they would say things like "it's your responsibility to keep any contract you sign. We don't keep contracts." Eventually they shifted their position away from the upgraded phone story to one where I spontaneously called up and asked over the phone for a new two-year contract. The most frustrating aspect is the Cingular black-hole - any letter that I would write would not be responded to. When I would call they would act like I had never called before, and would end the call with something like "I'm going to send this to our resolution department. They'll contact you within two weeks."

Obviously, I would never hear from them again, and the whole Kafkaesque routine would start again the next time I would call. I eventually just let them send it to the collection department. I had a similar thing happen with Household Credit a few years ago and it took me eight months to get it resolved. It was not worth it. I spent a huge number of hours getting them to correct their mistake. I just don't have the time anymore.Extreme stress and frustration. I'm a student and I could pay the $150, but I can't just throw money around for no reason. I also feel they win if our system allows them to skim money from people by blackmailing people using a threat of a negative credit rating.