AT&T Wireless

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Consumer Complaints and Reviews

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Satisfaction Rating

Bought iPhone 4 at Sam's Club in NY years ago. Have paid $9/mo. insurance ever since. Never had a claim. Lost phone last week. Went to local AT&T store where employee gave it the utmost he could to get my lost phone covered. AT&T's insurance dept. denied claim due to no proof of purchase! When did iPhone 4s come out? Anyways, the deductible would have been $75 and I get what I get what they send. Not applicable because I didn't have proof of sale. I ended up having to buy a new phone for $400. Where is the AT&T rule that says to receive an insurance claim you have to show proof of purchase? Ripoff and I am pissed off at AT&T!!!

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On March 9, 2017, my iPHONE 6 PLUS WAS STOLEN AT A LOCAL public school. Because I purchased insurance on cellphones since the 1990's I knew I would not have a problem. Traveled to AT&T STORE off 15-501 Farland, I was greeted by a customer service rep who I shared my dilemma. He immediately offered me a cellphone that cost me $40.00. Dwayne instructed me to bring my cellphone in when I receive it and he would activate it. In addition, I was instructed by AT&T to take my LG tablet in and if it cannot be repaired they decentralized location would replace it. I took it there and Dwayne stated they did not have anymore LG and gave me a Samsung in it place. When I got my bill, Dwayne had broken my 2 year contract with AT&T and I was charge $150.00 for breaking contract, +$45.00 activation fee for my already existing iPhone 6, and for what was replacing a tablet.

It is worth noting that when I contacted AT&T, they were adamant that I broke my contract. I never miss patents since the 90s and had no idea what occurred, my word, my truth did not mean a damn thing. The reps with AT&T were belligerent and insidious. More importantly, my bill went from $203/month to $725.00. I'm sharing this experience with you to make you aware that the customer service reps at this store in Durham or worse than drug dealers. They want your commission and will lie and basically rip you off. In closing, these reps exist as psychopath and it will behoove you to never trust what they are doing for they are predators. I hope this will help someone before visiting this store.

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Have been on the phone, on hold, 3 times and this last time, after 3 hours waiting patiently, and waiting to speak with a supervisor, I was put on hold one last time and then the message said, "call back. Our customer service center IS CLOSED." Problem of over billing not solved and 3 YES THREE hours later, 3 hours of my life wasted. Really??? And you want us to sign up for other services... Fat chance. If I did business like this I would be living under a bridge.

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Bought a Samsung S6 February 2016 and was told in 24 months the phone would be paid for, today was told it would be 30 months. This is just one of a number of problems with customer service. They told me I got an email that confirms all of this. Don't know where it went. Beware of AT&T. They have charged me insurance on a phone that I did not authorize. I am just fed up. Check your statements with a fine tooth comb. Looking for a different cellphone company with integrity.

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Today I called AT&T regarding a "outstanding bill". After being on the phone for a little over a hour and talking to four different people I finally got to the right department. Well the women I spoke to already had a attitude when I started but she continued to repeat saying "let me repeat myself so you can understand." "WTH. Are you calling me stupid?" She said "I didn't say that" and repeated again "let me say it again so you can understand." Is she for real? I told her again that am not stupid, am very intelligent and she need to watch how she spoke to people because she kept insulting my intelligence! She continued to argue with me so I hung up! I have been with AT&T for over 10 years, but today I am frustrated and hurt... I will start to look for another cell phone company AT&T.

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I called 611 from my phone because I had an issue with my bill. That person gave me a phone number to call specifically for billing. I called that number and was greeted with a rep who may have been mentally challenged... I spent 30 min on the phone with him not getting anywhere and then was disconnected. So I called the number for billing that I was told to call and was sent to the same place that the 611 number sent me. They told me they would transfer me to billing but next time I should call the 800 number to which I told them that I did call the 800 number. I was transferred and put on hold a couple of times and finally got a person to help me discuss my bill until I was disconnected again.

I started all over again and finally asked for a supervisor. I am pretty sure the "supervisor" was one of the many reps that I had already talked to already. She personally escorted my call to a billing rep. That person asked me the same questions that the other 7 people had asked me. I told her to please call me back if we were to get disconnected and she said of course. Then after giving her said information, my call was disconnected. Did she call me back... NO! This company is a joke - an actual joke. They make their money and they know they do not have to have good customer service because you are locked into a contract. So you can kiss their ass if you don't like it. I cannot wait until my time is up with them. I will never ever ever give them my business and will let every person I know know about my experience. And btw, you can tell by the very similar posts here that no one cares.

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I have been a customer with AT&T since it was still Cingular. I always had an unlimited data plan that even after they no longer offered unlimited, I was grandfathered to the plan. I held on to that plan until February this year. I called AT&T asking about their new unlimited plan. I even asked specifically if I can keep my corporate discount from Tupperware if I switch over. I was assured by the rep that I spoke to that my corporate discount will be honored even after I switch my plan and my kids to the new unlimited plan. I specifically explained to her that if she cannot honor the discount, that I refused to let go of my grandfather unlimited data. After reassurance from her (And she was so nice and polite) that I can keep the discount, I agreed to change my grandfather unlimited data to the new unlimited data plan they were offering.

I never look at any of my bills since I have auto debit for my bill. I decided to check my bill out since I noticed that my bill is getting higher every month. I noticed that I lost my corporate discount and the only discount I was receiving was $10 for having paperless billing and auto pay (I was aware of this discount since it was explained to me in February). I called AT&T and spoke to a Justin. He explained to me that I can no longer get my discount since the Unlimited plan no longer honor any corporate discount. I explained to him how I have been a customer for years and that I pay over $200 for my bill. He insist that there is nothing he can do and that my phone call will be escalated to a person higher than him.

I spoke to a lady (Forgot her name) and even she refused to help me with my situation. I felt like they do no care about their customer and they only care about the money. They do not even honor the loyalty of a customer who have been with their company for more than 15 years. I am even a DirecTV customer and now I am so turned off by their lack of sympathy or understanding. She totally dismissed any thoughts of helping me or making my situation better. I am so disappointed with them that I feel like looking for a new phone company for my business and telling everyone (Friends and families) that are AT&T customer to switch to a new company.

I believe that this company should be investigated for lying and deceiving all their customers. I believe that I am not the only person they have cheated and lied to. The public should be aware of how they talk to people to become a customer and once you are in, they can do whatever they want even not honoring what was said and just use the excuse that they need to train their customer service better. Also, any future changes on billing like honoring or not discounts should be told and put in writing so this never happens again to anyone. I have 4 lines with them (3 mobile and 1 iPad) and DirecTV for my home.

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I want to start that I gave a one star because it is impossible to give a zero star review. I got a call one day from an AT&T representative that I was qualified for a bundle that included cable with the premium movie channels, unlimited phone calling globally, and internet service at 60 mbps at $72 for 2 years. I had my appointment to receive and get the services installed on April 27, 2017, but only the DirecTV cable came and the AT&T representative told us they were booked and they rescheduled us for May 3, 2017. We agreed to that.

A couple of days later we received a letter from AT&T that we were going to pay $125 a month for the bundle. I called and asked what was going on and the representative told me that the first month it was $160, second month $125 and then after that, it was going to be $85 a month not the $72. They also informed me that cable only included the premium channels for three months, there were going to be extra charges on call to cell phones, and the internet service was only 18 mbps. Having heard this I wanted to cancel my bundle right away but there was a problem. The Direct TV was already in motion and I would have to pay a fine of $20 a month which would equate to $480 about half of the 24 months years worth.

They did tell us that they could cancel the phone and internet service, which I did. Now I am stuck with a crappy cable service for $40 month for 24 months. If anyone in here receives an offer for whatever service, bundle, or programming please make sure it was the representative said it is before you fall into the 2 year contract, crazy cancellation fees, and overall bad services. Find a company that does not have a contract based service which will allow you to opt out of that service when you want to. I cannot stress enough how misguided and with how much false advertisement they tricked me into this horrendous deal.

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I don't normally write negative reviews, however, my experience with AT&T has been beyond frustrating and is now hurting my credit!!! I contacted AT&T to get DSL installed and I had to sign up for the package that includes a phone line. The installer came to hook it up and left without installing anything and without any real explanation, saying I would have to call customer service. I did and they informed me that DSL is not available in my area. I said, "Okay but I won't be billed for anything, correct?" The customer service rep said that I would not.

Lo and behold 6 months later I get a call from a collection agency... I was never sent a bill but now I'm in collections. I've called them multiple times to dispute, they say that somebody would contact me... Never happened. Now, they have sent it to the credit bureaus and are affecting my credit. This is unbelievable!! I will NEVER use AT&T again and I will be telling everybody I know my horrible experience. This doesn't even mention the nightmare I've had to deal with my wireless bills. AT&T have friendly customer service reps and good mobile coverage... but that does not make up for the disorganized and ultimately unhelpful service. I would rather deal with Sprint's iffy coverage than ever go through this frustration again.

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I have been dealing with this company for years. I have always had issues with them and should have left them a long time ago. Recently I was late returning a phone through warranty. For that, they charged me for the phone 589.00. I have paid over 800.00 in April alone for my family's phone bill. They applied that to the charges for the phone even though it was in dispute. They turned my phone off over this. I tracked the phone and it showed it as being delivered on Monday after I sent it off. I reached a chat agent and they turned it back on and told me that the charges would be removed and I would not be turned off again. On the following Thursday, without warning, phones were off again. Friday chat agent had the phones back on and promised they would not be off again. Charges would be removed in 2 business days... Monday afternoon while I am out of town, phones are turned off again without warning.

As I talk to an agent AGAIN, they say that the phone (warranty return) has not been received when I have been told by other agents that it was in fact there. Several claims have been filed to dispute this charge, but it is still there. I have the tracking number showing that they have it, yet they want to deny my claim. I am about to go with another company. I have had it with AT&T.

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I've been with AT&T for over 8 years so imagine what they will do to new customers. They have a loyalty department which is a complete joke. So my plan was up. I decided to call and order a new phone with a new plan. The rep told me the cheapest plan that I'm looking for is 153 after taxes. But if I want I can get a free phone and another line for only 20 more. I said that's fine.

A month later my bill is 354. I called and the rep tells me he made a mistake. He fixes it and my bill is now 194. I said the guy told me it would only be 173 after taxes that's why I agreed to this. I can't pay 194. She transfers me to loyalty department. There was loud noise in background. A party was happening and could barely hear the guy. I told him I never agreed to 194 dollar bill and wanted to return the other phone. I never used it. He said I can't. It's past 2 weeks. I said, "Well how am I supposed to know. My bill didn't come till now." He said there's nothing he can do...

Oh and by the way the rep I talked to after this purchase said I could have gotten what I originally wanted for a little over a 100 NOT 153. I'm so done with them. I'm even considering paying off both phones and going elsewhere. CROOKS is what they are. Bait and switched me and there's nothing I can do about it. Can't even explain in words how stressed I am about this. STAY AWAY FROM AT&T. TRUST ME, this is coming from an 8 year customer. Can't wait to leave them.

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I have been with AT&T for my cell service for the past 15 years. In the last two years I have encountered the worst customer service any company that I have ever dealt with to this point. Not only did I use them for U-verse television services but the combination of television and cellphone have nearly driven me crazy. It would take too much time to go into great detail but I have to say that my phone call I've just an hour ago was my very worst yet. The lady that answered the telephone began to treat me in a racist tone within the first minute on the phone with her. It is rare that I ever have trouble with racism eyes are being treated racist or treating anyone that way. This woman when I asked her what was wrong, how do I upset her, she began to be silent only answering in as few words as possible to anything that I ask her. She was purposely quiet.

When I try to get some information about my billing she was very short and curt and to almost every question I ask she was there I don't know. This was the worst customer service experience yet but AT&T has been getting worse and worse over the last two years. I have found that no matter what happens on a phone call with the folks at AT&T, they are not held accountable for anything they say or do. You'll find out that you are held accountable for everything you do but the operators at AT&T do not have to answer for their behavior. Just try and hold someone accountable or just try to find a supervisor who will hold them accountable. Good luck! Supervisor stick up for their employees no matter how rude they are to you. I could give you some horror stories between customer service and myself just since December 2016.

Folks, AT&T as well as many other companies need to be held accountable for their actions. Somehow we need to cause backlash to occur until such a time when we get the customer service we deserve as consumers. Being treated terribly on the telephone should never happen especially since you are purchasing their product, but again the problem is that customer relations have gone downhill and no one is having to answer for their bad service. AT&T is just a long list of companies doing this today but in my experience to this date they are the worst.

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Reasons not to do business with AT&T Mobility! First AT&T will quote you one price for their services then gradually over time increase your bill. Second getting good customer service is next to impossible. When you get ready to leave and they are requested to unlock your devices, it is next to impossible as well! I called them at least 7 times in order to accomplish that and it was only accomplished when I went to the Metro PCS store with their help. Their network isn't all they proclaim it to be, my coverage is better now and I get three times the data, unlimited calling, and texting for less than half of what AT&T charged. Because I wrote them a bad review before they have tried to stick it to me on my final bill. Well they better enjoy the money because they will never see another dime from me. Lastly, have they ever severed their relationship with the 1-900 porn call industry. Just wondering if any Christian should do business with them.

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I have being a faithful client of AT&T wireless, cable, and house phone for many years through all the company's name changes Bell South, Southern, Bell Cingular. I eliminated the bundle plan and will be eliminating internet soon. I have to say that I am disappointed and angry how much disdain the company show for their customers.

For starters, you wait a minimum of about a half hour on the line to get a customer representative who will provide you with information that may or may not be accurate. Today, I had to unfortunately contact them regarding a dispute with my bill, where I had to get a credit of $112.00 due to a replacement device I had return to Assurance, AT&T's Insurance Company several weeks ago. Assurance said that it will take a couple of days for the credit to be reflected, today I call AT&T I was told something different, that I had to wait because the credit still pending.

Unhappy with the response from Joy in Indiana office I asked for a manager. Joy said they were several yet no one wanted or desire to come to the phone to address my complaint and fix the issue. This is the last straw that broke the camel's back. I am looking into other cell phone companies, there is too much competition out there for me to continue to feel dissatisfied. I am not in the habit of writing reviews, but I could not longer pass my feeling for this company.

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Every single month this darn company adds a dollar or more to my account and try to say it's taxes (and it's not). Trying to talk to customer service is terrible. But yet they are quick to answer calls when it comes to paying the darn bill. I can't wait to disconnect with them. They are terrible. I talked to one rude customer service rep who said "well go to another company".

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Be aware they will overcharge you and you will not get customer service. I was tricked to upgrade 2 iPhone 6 for iPhone 7. After I traded my phones at the store I was told I have to make installments for only 2 month then I will get the credit. Since Oct 2016 and now almost May 2017 never seen a credit. My bill over 400$ a month. Every time I call they create a case and I have to wait 2 month. First they told me that the store sent the phones to the wrong warehouse and now they are found and I have to wait 2 month for the credit. Then now they said it's approved but I have to wait 3 billing cycles to get the credit. I am hold hostage as I want to cancel my account and move to a different company but they say if I cancel I will not get any credits, at the same time I have to keep paying over 360$ a month bill.

This is not the only issue. Back last year they had an offer buy one phone get one free. I bought 2 phones and I paid fully for one phone. They still charge me for 2 phone payments as they claim they can not find the payment even after giving them a copy from my credit card statement. It's an awful experience that I do. It want anyone to go through. We have a business account with T-Mobile and really we never had any billing issues. Customers be aware. Do not fall into the trap of financing or upgrading through AT&T. I lost many thousands of dollars with them. I can not get any higher supervisor to help me. I spoke to George ** employer ID ** today and he told me that no one is available or can change the fact that I have to wait 3 billing cycles to get my credit that I was suppose to get last October 2016. I hope the CEO of AT&T read this but I doubt as he probably enjoying the money I pay for him from this account.

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I was told when I called customer service about getting a new phone that I was eligible for an "upgrade" and there would be no change in my bill. That was a lie. I am now being charged an additional $30,00 per month. That was a complete lie. There is no "upgrade" about it. It was just buying a new phone. They won't do anything about it.

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In August of last year, I started receiving texts stating I went over my allotted data unlimited. The first one read, "you just used 25% of your unlimited data plan." Then it jumped to 75%. Next thing I know they claim I used all of the plan data. Now get this, all this happened while I was at work. I work for the IRS. You can't use your phone at work. Everyone knows this. I never used a lot of data ever. I still have the paperwork from the day I signed with them.

Basically my AT&T account had a bunch of rollover data. The green line went all the way across the page and then some. Why didn't that data kick in. They claimed I used that too. So for the rest of that day, they continued to send me 1 GB every fifteen minutes.They ran my bill up, to over a thousand dollars. I have the texts to prove it bill me for 1gb but never added it to the account. It is impossible to use 1gb, in fifteen minutes.

Talked to Mr Jeff ** corporate office. He lied on me to the FCC. Told the FCC he couldn't contact me. Once I sent the proof that he did, at&t sent this fraud to collections. At this time they're still calling. My contract is over in may, phone still off because I refuse to pay fraud. They keep sending me padded bills, almost thirteen hundred dollars last I checked. Now watch them slap the ETF on there, and run the bill up some more. This was deceit at it's finest. What a bunch of toads they are...

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Like many others in these posts, we were promised 'high speed internet' with DSL, the only option (except satellite which I am researching now). AT&T has no physical customer service location for their internet service here. We are rural but not way out there and have neighbors also dealing with the terrible internet connection affecting their children's school work, etc. I work from home and need internet that does not keep disconnecting every few minutes. Numerous technicians have been here in the short 3 months when we purchased the home (oh, and was told by the sellers - no issues here - ya, right). So we are told by each that DSL is going away and no one knows what or if they will install U-verse here. Comcast service ends just a few streets over and has no service here.

Calling the AT&T customer service is agonizing to say the least. All I can say is the government should outlaw these companies rules, services and fees as much as they have the mortgage industry! So many unhappy people dealing with this!! And same issue with billing - always WRONG!!! Different story every time you call. I have to end now as service may disconnect.

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Lost my Galaxy S7 edge on the 5th of April, I went to At&t Jupiter branch to see if I can get a replacement phone. To my surprise I didn't have insurance. It was never added to my account when I purchased the phone. So the manager told me to purchase a new phone that I can use for 30days while I was waiting for the insurance the manager added to my account to kick in. 30 days later I went back to the store to get a replacement phone. The store manager who told me to wait 30 days told me that they never added the insurance again and he was calling his manager to see if they can help me. Yet he knew from get Go that they cannot add insurance to an old phone. It will look like fraud.

What pissed me off is not able to tell me the truth and acted as if he is helping me when he was doing nothing for me. It's been more than 20 days since Angel the store manager promised me to call me with a feedback. It's not my problem that the agent did not add insurance I just want them to be fair and train their agents well. Or I can give them their phones back and I can go to another company.

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I bought an Asus Padfone X mini in eBay. I didn't know that it was locked to AT&T. When I received it, I can't use my MintSim card. But before I go ahead and return the item, I went to AT&T website to figure out how to possibly unlock the device. It is so much easier, just have your IMEI number ready. I am a non-subscriber. I received an email to verify my request and was told to wait 2 business days and also I received a request number. The following day I went to the website again to check the status of my request, entered the IMEI number and the request number they sent me in the email and was shocked that the status says approved! And along with it was my unlock code, not even 2 days yet, I'm so thrilled. Not only did AT&T saved me a trip 20 miles away, I didn't have to go back to eBay and find another good deal smartphone and wait for the auction to end... and so on and so forth, the whole nine yards again. Five stars for AT&T!

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Attempted to upgrade a device at the S. Arlington RD store in Akron OH on 4-22-17. The entire transaction was messed up from start to finish. First Jessica said the order was placed. I gave her my credit card to pay the taxes. Jessica then said the order did not go through and she went to the back of the store and was going to give me the phone and I could ship it to my daughter in Florida. I had to ship it because it was not recognizing my daughter's address for some reason. Jessica even googled my daughter's address and it was there! When Jessica came out of the back room with the phone she looked at her computer and told me the transaction went through and the phone would be shipped to my house. Jessica said I would be getting an email regarding the purchase. Keep in mind I got NO paperwork or credit card receipt.

By Tuesday 4-25-17 I had no email from AT&T and I became concerned. I looked on my AT&T account online and nothing! I called and spoke to a David and he confirmed my findings. NOTHING!!! I then called the Arlington Rd store and spoke to Zach the store manager. I told him what happened and he said come in and get the phone. I arrived at the store and Jessica began to attempt the order again. When she looked at my account the bill was now due and unless I paid my bill I can't get the phone. Now when I originally attempted to get the phone my bill was not due. They messed up the order not me and I told Zach just that. He told me "Pay your bill" and I said "No give me the phone that I originally ordered on Saturday." Zach told me that he is a manager and even he cannot upgrade unless his phone bill is paid. I stood my ground and I admit even calling Zach an ** because he is one!

I attempted to explain to Zach that I even spoke to a David at AT&T who told me what I found out that NO order was ever placed. Zach actually said that David did not know what he was doing and that their computer said the transaction occurred. Zach then said there was a computer glitch. I said you are actually saying that someone at your company doesn't know what they are doing! I told Zach "Fine I will pay the bill but I want you to waive the fees." His response to me was "Donald Trump doesn't have to pay taxes but we do." I walked out of the store. I then called AT&T and spoke to a young man named Daniel. He listened to my story with compassion and agreed I was mistreated. Daniel transferred me to a lady named Hara. I had to tell my story yet again. By this time I was so upset and angry I could barely speak. Hara said she would call me back with some sort of resolution on 4-26-17 at 2 pm.

Guess what??? No phone call from Hara. I called and spoke to two different customer service reps today and of course all they want to go is apologize for their fellow co-workers and ask me to pay my bill. I have been a loyal AT&T customer for ten years and I do pay my bills. Which by the way are outrageous. Just over AT&T and their disrespect. I will be looking for a new carrier. I'm sure another carrier will take my money and hopefully give me better customer service and respect.

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I called AT&T in attempt to save money from going to Verizon to AT&T Wireless. I was talking to a person who is not from this country, and she told me that she will take care of this for me... I said that I had two smartphones from Verizon that I owe money on. She said that will not be an issue and that AT&T has a Switcher program that refund me the difference for up to 650 dollars per phone (for up to 2 phones)... then she said that I have to add another line in order for this work, so she ordered me a flip phone for $2.50 a month for 24 months. She also sent me an iPhone 7 as part of the promotion. I got an text message to confirm on what I ordered. And I reply back... The issue here is that I have issues with my vision and I can't really read the text messages that we sent to me... I guess that is my first mistake.

I went down to AT&T store when I got the iPhone and they converted my smartphones to AT&T by using their SMS card... well what should have happened they should have traded in my cell phones for AT&T phone. I asked when will I get refunded for my phones, AT&T said "as soon as you get the final bill from Verizon." 6 weeks later I get my final bill and I called AT&T to see how do I get my refund... They said I don't qualify for the Switcher program, I needed to do this within 30 days when I first became an AT&T customer. So now I owe 900 dollars to Verizon just for switching over to AT&T. I missed the deadline by 2 weeks. I wasn't told that I needed to do this by the person I spoke to on the phone, and I see this in the text message, and the guys at the AT&T store didn't mention it to me when I came in. I think this is a scam... don't go with AT&T. AT&T Switcher program... don't ever switch with them.

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Bought 2 phones in late Dec. Returned on Dec. 30 2016. Continue to be billed for phones. Have spent well over 40 hours on phone and chat attempting to resolved. Provide receipt info. Went to AT&T where purchased, returned with AT&T rep on phone and handed my phone to AT&T Store Manager so they could resolve. Still spending time on chat and phone attempting to resolve. AT&T continues to turn off my phone and internet even though the billing problem is not my fault. It's completely insane. 4 months and counting.

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For over a month now my husband has been battling AT&T to set up internet and home phone service. It has thus far been nothing but a nightmare!! We live in a burb of Austin and have had Suddenlink for several years. However, their service for internet, cable TV and home phone has been very poor, dropping out all of the time. We have complained to Suddenlink constantly but nothing has ever improved. We can only get Suddenlink or AT&T in this community. A little over one year ago AT&T came into our neighborhood and buried fiber optic lines. I watched from my desk here, in front of my home office window, while they ripped up the grass in our front yard and buried the fiber optic cable. Later on they did come back by and put down new grass sod to cover the mess.

Then, over a month ago, my husband decided to switch from Suddenlink to AT&T as he felt we would get better internet and other services using the newly buried fiber optic cable versus the copper. This is when the nightmare started... we were told they could not give us an installation date until two weeks later. Then someone called from AT&T and instead of getting the regular U-verse service for TV from AT&T, they talked him into getting DirecTV instead. So then we were given an installation date for DirecTV which was also a week or more out. Last week the technician for DirecTV came and installed the service. He was great, did his job well, and we have had no complaints so far with the TV service from DirecTV. However, in the meantime, AT&T sent out people to dig a trench in the backyard and ran cable outside the fence (we live on a corner). That was maybe three weeks ago.

So when the first technician finally came to install the internet and phone service, his work order read to use "copper". Keep in mind my husband first asked for AT&T service in March. My husband explained no, he wanted to use the fiber optic that AT&T buried here over a year ago. So then the technician said he could not do that, he could only install copper as on his work order. So my husband then took the tech outside and showed him where there is fiber optic here already. The technician so noted this and said my husband would have to contact AT&T to get a new service installation date. So my husband did this, explained the problem and was told it would be taken care of but their records currently do not show fiber optic in this area! But the technician verified, to my husband, that yes, it is here. So we were given a new installation date for April 17th.

Second technician came and once again, his work order showed copper. And once again, 2nd tech said he could not install fiber optic as none here. So my husband showed this 2nd tech that fiber optic is here and the technician said well he knows it is here but the work order shows copper. It seems, after over a year, AT & T has "still" not updated their records showing fiber optic is here! So, for a third time my husband had to call in (also a nightmare) for a "third" installation date, which was today, April 25th and guess what? Yep, third technician cannot install fiber optic hook up because the work order, for a third time, shows copper. But at least this technician explained that he knows there is fiber optic here but it is across the street and even though we have the fiber optic buried in our own front yard, it can't be hooked up to that point... it has to be hooked up to another point across our side street.

But for some reason, in order to get the fiber optic hooked up here, they also have to still run copper to the main cable box inside the house, which in this area, the boxes are located in the master bedroom closets (terrible idea which I personally hate). And in order to get the copper to the main cable box, they will have to drill a hole into the side of our house and put some other kind of a box on the floor in our kitchen breakfast room area!

I have tried to tell my husband that all of this hassle with AT&T, just trying to get installation is ridiculous and that he should just drop it and stay with poor service Suddenlink. I keep thinking that with the nightmare service we've experienced from AT&T thus far, it just isn't worth all the trouble. But my husband is stubborn and still wants to stick with the AT&T installation. I don't especially want a hole (even if it small) drilled through the side of the house and I especially don't want some kind of a box sitting on the floor in the breakfast room! Also, my husband had numerous heated discussions with AT&T people via telephone. They keep connecting him to wrong departments, put him on terminal holds, cut him off, people who say they will call back have never once done so, no one at AT&T will help clean up their erroneous records and on and on. I, personally, will never recommend AT&T service to anyone!

I just wish I had found this site sooner so I could have seen all of the many, many bad reviews about AT&T. The third technician with a work order for copper has now left, my five cats and dog have all now come out from under the beds (for some reason they always hide when strangers come into the house) and my husband is still waiting for a call back from AT&T (which I feel certain will never come). So then he can now spend the rest of the day on the phone trying to get service and an installation date from AT&T, a fourth installation date no less. Reading reviews like this about lousy service from AT&T makes it obvious that the AT&T people never bother to read the reviews nor do they ever bother to improve their rotten service! I am posting this review because I am hoping that other people will read it here, before they decide on asking for AT&T bundled services for the home.

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AT&T has some of the most incompetent, sheisty employees. They said, all we would need to do is pay 40 dollars to have international unlimited calls and texts (on top of our already 160+ phone bill every month). Somehow that turned into, 40 dollars a month and we'll only charge you 1 dollar per minute (which notified me after racking up 250 USD in international fees), but you can have unlimited texts. Now here I sit, in a foreign country, far from my family without an afraid to use my phone because this company LOVES to rip people off.

When my husband and I called (each separately) we spoke with three different people. All three of which informed of how the plan works differently. 1 person informed him that it is true that I would have unlimited talk and text (that not being the person who originally told him that it would be unlimited talk and text) and that I wouldn't receive additional charges unless I went over on my 200 GB of data.

One of the persons that I spoke with said that if I went above 250 minutes then it would be an additional 1 per minute. The last person I spoke with said that there are no free minutes that each minute is a dollar a minute. So 40 dollars a month AND a dollar a minute in additional to the regular phone plan. How is it that three people, within a matter of minutes, informed of three ENTIRELY different things!? Because they are sheisty. Worst company. Thank you for the 500+ dollar phone bill AT&T! You really know how to keep your customers satisfied!!!

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An AT&T store agent offered me a free iPhone. All the paperwork was done. A month later, the billing showed me paying $61.67 but no offsetting credit. I called and was asked to wait until the third billing period and I would get credit for all three months. After two more visits to the store and calling the supervisor of the billing department, I was told that my promotion wasn't valid so I had to pay the full $650 for the phone. I asked what protection a consumer had from an agent who gave an offer which was then found to be invalid. They kept saying that there was no promotion for me changing from one carrier to AT&T so there would be no credit. Never was the issue of the promise of the agent to me and the inconvenience for me having to find out what the problem with the billing was brought up by the supervisors or the managers. I think this is a grossly unfair treatment without any admission of wrongdoing.

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In Feb I broke my phone that I had insured. I called ATT and they directed me to the insurance dept. They sent me a refurb phone overnight. All was well for a few days and then that phone locked itself up in safe mode. After hours (and I do mean hours) on the phone they sent me another phone overnight. I got that phone and it would not transfer my files because they sent me a 32G and mine was a 64G. Again, I called ATT and after hours on the phone consisting of numerous calls they sent me another phone. Again, I had to travel to an ATT store to get help transferring my data. Got it done and then out of the blue my phone was suspended. I called from my car phone and found that they had disconnected me because the phone I was using was stolen. Keep in mind they are the ones that sent it to me.

Again, I call. I spend over an hour only to get transferred unsuccessfully. Later in the day I went back to my car and tried again. Won't even go into detail on that call. This morning I called and decided to just bite the bullet and buy an new phone. Got a real nice lady and she was going to help me and get me a new phone for only $38. Well it was $38 and then $82. I agreed to pay it just to have this over. The lady sent me the terms and agreements and of course it was wrong. She was going to get the insurance people on the line and get my money back. "Hold one moment and I am going to get this fixed for you." Well she transferred me to the tech department and she was gone. Tech couldn't help me and now I can't even get my new phone because the terms and conditions have a mistake on them. I am at my wit's end.

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I have been with AT&T for 9 years and I got an upgrade to my iPad! I paid for the Apple iPad Pro 3 months ago and they won't ship it to me! I did the terms and conditions and it will be 4 months according to them! Every time I call they lie to me and they won't tell me why they won't ship it! They say it was shipped but it is not! I call 10 times a day and they keep lying to me! I cancelled today and they threatened me with collection! I paid for my item!

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Satisfaction Rating

I have AT&T and DirecTV and I thought one doing them together would save me money but my phone bill just steadily goes up and up and up. Every time I speak to someone they tell me something different on the hidden charges. You would think that a company that you've been with for so long will cut you a break but they just steadily hit you with charges. One customer agent says one thing and another customer agent says another. I've been over pain for a cell phone with them for several years. If you have a family this is not the company for you if you want to continue feeding your kids!

Expert Review

ConsumerAffairs Research Team

The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

AT&T is a publically traded company with headquarters in Dallas. The company has a 140-year history in the communications industry. Today, it offers home phone, cellular, Internet and television services. AT&T’s unlimited prepaid service, called GoPhone, are available for smartphones and basic phones.

  • Rollover data: Unused high speed data on AT&T’s GoPhone plans will roll over to the next month. Data expires after one renewal period, but AT&T is one of the only prepaid providers to offer rollover data.
  • Daily plan: Consumers can choose a plan, which they only pay for on the days when they make or receive calls. With this plan, consumers can purchase a small data package on a daily basis. This option might be especially appealing for parents or guardians who want their child to have a phone only for emergencies.
  • Autopay discount: Customers who set up autopay to keep their phone active receive a monthly discount. The discount can save customers as much as $60 a year.
  • Multi-line discount: AT&T offers discounts to consumers who add more than one line to their GoPhone accounts; consumers can add up to five lines to one account. The discount can be combined with the multi-line discount for more savings. This option might appeal to business owners or parents with multiple children.
  • Features: All GoPhone plans come with voicemail, three-way calling, call forwarding, call waiting and caller ID. These features are included for free, but some do use minutes.
  • Best for AT&T GoPhone is best for parents, budget-conscious consumers and business owners.

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AT&T Wireless Company Profile

Company Name:
AT&T
Year Founded:
1983
Address:
208 S. Akard St.
City:
Dallas
State/Province:
TX
Postal Code:
75202
Country:
United States
Website:
http://www.att.com/