Consumer Complaints and Reviews
AT&T has to be the most corrupt company on this planet. I have experienced unauthorized charges, unauthorized credit inquiries and endless bureaucracy in an attempt to resolve these issues. I suggest everyone with a complaint to report them to the FCC and the FTC which is what I ultimately ended up doing.
Switched to DirecTV and U-verse, they told me if I switched from my wireless company I would get a free iPhone. What a lie, they didn't tell me the specifics of that information, I was completely oversold to and lied to about it being free. What they should have said was it was zero down and you pay for it monthly. Got my bill and was in shock that I paid $750 to switch carriers. So angry, when I called and asked for the transcripts of my sales calls I was not given them.
We switched from T-Mobile 6 month ago (big mistake). I was paying about 200 dollars per month with them Plus dish which it was about 280 per month with 4 line. Then we call AT&T to see if there was better deals. They told us that they have the buy one get one for free which never happens. They tell me that my bill it was going to be around 200 with DirecTV bundle - never happen. They told me that there were going to paid up to 650 per line if switch - never happen. I still owe 1200 to T-Mobile after 6 months. Worse wireless company out there. My bill are about 500 per month. Ridiculous. People don't switch with this. They would rip you off like they did to me.
I switch from Credo to AT&T based on the information given to me by the sales agent. He indicated I could use my current phone to switch over. He additionally indicated he was throwing in a Galaxy Tab at no extra cost. That did not happen, the companies were not compatible. I bought a phone and was told that made me eligible for a Samsung Gear Watch.
So, not only did I have to buy a phone. I now realize neither the tablet nor the watch were really free. When I signed the contract, I obligated myself for the same length of time on these devices as well. Early termination is well above market value. To continue to pay a monthly fee will end up costing over $500. I have always thought of AT&T as a reputable company. I believe AT&T should live up this reputation and waive any and all termination fees based on this deceptive practice.
We've been using AT&T for 3 years, now, and we seem to have a problem every time we need to get a new phone for whatever reason. This time, we had to put through an insurance claim on my phone. Every month we get a new phone, the data usage on our phones skyrocket. I'm guessing that the transferring process uses a ton of data. Whether we are on wifi or not. So we get a notification that our data is almost up, so I turn off our data. Afterwards, we get a notification that we went over our data.
Even though we were on wifi, and our data was turned off. So we have to pay $15 for 27mb worth of data that was "used" after we turned off our data. I called AT&T and spoke with 3 different people who told me that they couldn't (or should I say wouldn't) help me. Even though we spent $350 on this month's bill, there was "nothing they could do". Looks like we'll be looking for a new cell phone company. We don't need a company that nickels and dimes you for every little thing.
How do I know I can trust these reviews about AT&T?
- 611,656 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
After being an AT&T customer for almost 20 years, I switched to T-Mobile. One of the phone line is still under contract so I called AT&T to unlock it. I paid an early termination penalty of $110.00 during the phone call, asked for a copy of receipt showing the reason for the charge but was told it will be on my final bill. On my following month bill, the bill shows I made a "one time adjustment" payment of $110.00 with no further indication of what that charge is for. I called customer services, was told I have one more bill to come (final bill) and it will show the $110 cost detail.
So I waited for another month, finally received my final bill but still doesn't mention anything about the early termination fee. I called customer service again. After being transferred and repeated myself for three time, no one is able to send me a snapshot of their screen that shows I had a early termination of $110 and it has been paid. Without this info, how am I able to proof to the new carrier and request for reimbursement?
Around 8/20/16 I upgraded my personal cell phone from an Iphone5 to Galaxy s7 Edge. I was not happy with the phone but I had been travelling but upon return I brought it back to the AT&T store that I bought it from and asked to return it but I was a few days past the 16 day return period, so I sucked it up and thought I would try and get used to it. I have a Iphone6 as a work phone that I use as well but today 10/22/16 I was carrying the Galaxy and I finally just lost my patience. Over the course of the day my bank app wouldn't work. My softphone wouldn't work. I can't delete emails. I just hate this phone. It is junk. I called AT&T at 1-800-331-0500 and spoke to a woman named Kiara and told her my issues. Kiara worked on it and claimed to have the problem solved and began selling me DirecTV.
I was pretty happy with Kiara at this point so I was game for DirecTV and I had already considered switching from cable. So, she has her manager talk to me Allison **. Allison was gung-ho about getting me signed up for DirecTV, but during the conversation and finalizing the DirecTV purchase I informed her that I would be more comfortable if we could resolve the phone issue before the DirecTV. I was put on hold and after a bit Allison ** informed me that she could not actually resolved my phone issue. My frustration is that she was gung-ho about signing me up for DirecTV but really had no intention of taking care of my phone issue. The whole thing makes me think of the Wells Fargo fiasco. Dishonest people to the core. They will lie to make the sale, likely to make some quota or goal.
Where to start? When doing online bill paying from Chase, I accidently sent a $3,000 payment (meant for my credit card) to AT&T. My $200 bill was already paid. My MASSIVE problems started when I called AT&T's "Customer Service." What a ** joke!!! Please excuse my language but I am SO FRUSTRATED!!! When I explained that I ACCIDENTALLY sent them $3,000 and wanted them to credit our bank account, I was sent into transfer department HELL!! NO ONE CAN HELP ME!!!
I have been transferred, promised that a manager would call me back, promised that the money would be redeposited into our account, and have spent HOURS on the phone... only to be told -2 weeks after being told it was being handled, that a new request was submitted and it MAY be refunded in 5-7 business days. I am BEYOND FRUSTRATED!!! And, this is with the help of "THE OFFICE OF THE PRESIDENT" of AT&T. If he/she can't get anyone to help, this company is toast. I will NEVER recommend or use AT&T for ANYTHING EVER AGAIN!!! Incident # ** back office support - whatever that means.
I was an AT&T customer that paid my bills on time. I never missed a payment. I fulfilled all of my obligations to them. I had to switch due to poor coverage when I moved. I guess if you cancel before the end of your billing cycle, all the money you paid in advance is forfeited. I called to ask why and the only explanation I received was that I should have read the fine print. When asked, "Why don't the service people explain that before I sign the contract?" and the lady said, "No one made you sign the contract. Next time try reading it before you sign it." I had planned on signing my children up for them. They have lost all of my business.
I recently switched to AT&T from Verizon in 2016. I have had nothing short of outstanding customer service both over the phone, and in store. We purchased service with DirecTV and true to their word our data for streaming across our devices is totally free of charge. Our bill is exactly what we had been told it would be. We have used 60+ GB of data each month and have not seen any overages or hidden fees. I have never been happier with a company as a whole. We have signal everywhere we go. I will continue to support AT&T.
Basically they rip me off with the DirecTV offer. I was told that the monthly charge was 20.00 at the ATT Store so I signed up. With that we would get unlimited internet. Not the case. The charge was 44.00. When I told them to cancel they indicated ok. But then got a early cancellation charge of 450.00. I was told that would be reversed. The reversal never happened. Many phone call and hours on the phone with them. They are a bait and switch company with very poor customer service. The DirecTV people even though the same company do not interact with the Cell company.
We have been ATT customers for over 13 years. DSL is STILL NOT available in our area (it stops 1/10 mile from our home). After numerous calls last week, we were told someone would follow up with us on Monday (yesterday). Crickets. I called today... transferred 9 times and took over 2 hours. The 2nd to the last lady put me through to "DSL new accounts" but it transferred to the cancellations dept. I thought "Hmm, maybe she can help rather than lose a customer." The stupid ** "understood my frustration" and offered to switch my iPad to a 1 GB plan (I am currently on an unlimited plan) to save $30 a month.
I explained it had nothing to do with saving $30, I JUST WANT A FOLLOW UP PHONE CALL from the DSL section. She explained that when she couldn't help me with my problem, she had to offer me a second alternative... company policy. I was so pissed, I hung up on the whiny little twit! I will NEVER recommend ATT to ANYONE... Customer service no longer exists!
In just the short 6 months we have been with AT&T we have incurred more time and dissatisfaction in their services and promises than I can count than being with Verizon the last 25 years. Switching to AT&T to save $100/month is not worth the poor coverage and babysitting in your bill that is required after they promise something. And for the love of God, I hope you don't have to call to get something resolved as you will be transferred 2-3 times and repeat yourself and account number every time. If it sounds too good to be true... it always is! Just another example of big business making promises to gain more business that they can't deliver on.
I paid $30 for 200Mb international data. After using 74Mb I received an alert that I had used more than 200. I was told by ATT that I should take it up with the owner of the international towers. When I pointed out that my contract is with ATT and not the international company, ATT repeated this absurd statement. This is the third time ATT has pulled this trick on me.
I have had the worst experience with AT&T. It started when my boyfriend switched from Sprint and did the Switch Offer with AT&T. First of all, the representative we dealt with withheld information from us about the switch offer. He didn't share all the important details such as having to send anything in to get the offer process started. He basically told us that all we had to do was trade in the phone and AT&T would pay the Sprint bill for us, leaving us with nothing to pay. We thought this was a steal of a deal. We went out of our way to buy accessories to help him out because we thought we were getting such a great deal. However, we were wrong. The representative refused to tell us that we had to send in the bill to get our rebate offer.
When my boyfriend received the bill from Sprint about a month and a half later, I called AT&T to see what was going on. The customer service I received was rude and told me that it would take 12 weeks for our rebate offer to process, not including another 2 weeks for it to come in the mail. At this point, I was livid. I sent everything in and was told we were all set. After a month goes by I receive a letter from AT&T saying that they never received the bill from Sprint (even though I emailed it to them) and my process wasn't going to be submitted until they receive it. I had called customer service AGAIN and was told that they received the bill and they were sorry about the letter and to disregard it. I was also told that I would receive the rebate in a week. I gave them 2 weeks and when I never got anything in the mail I called again.
I was told the same thing and at this point I was even more mad because I knew I was getting lied to. I gave the benefit of the doubt and still have not received anything. So I called for a third time now and was told that they were going to process it and send it out right away. Then I got told that the rebate was going to be for $190 less than the bill because they already credited my account for the phone trade-in... I tried explaining that the trade-in and the bill were separate and the $351 was to end the contract and they gave me a $190 trade-in value for my old phone.
I got nothing but attitude from the man I spoke with and was told I was wrong, there was nothing they could do about it and that's the way it was. I am BEYOND unhappy with AT&T and you can guarantee that I am switching out of AT&T contract to Verizon ASAP. I recommend that everyone stays away from AT&T because they are a rude and incompetent company including most of the people I have dealt with during the short time I've had them.
I have been using AT&T since it was Cingular (which was purchase with AT&T) probably over 20+ years. We never had any problems with service and signal. AT&T came to our neighborhood several years ago and since I had my phone with them I bundled my TV and internet service. About 1.5 years ago myself and at least 10 others in my neighborhood began experiencing signal problems (we were lucky if we got 2 bars and usually had 1 or none). We began to complain to AT&T and were told that "according to our records you should get excellent signal there". After basically being called a liar for over a year I became aware I could get a booster. I have now paid $150 (for a booster which is supposed to cost $75) at the AT&T store.
2 problems: (1) why should I have to pay for a booster when it is AT&T's duty to provide me with service? (2) when I went to activate my MicroCell device I spent over 20 minutes on the internet with no success, and then had to call the number given, hold 20 minutes before I actually got thru to someone who could assist me in registering/activating the booster. I now have 3-4 bars on my phone which is better as I was usually getting only 1-2 and sometimes had to go outside and point my phone to even get that! I really don't understand how AT&T can condone charging their customers $150 (which was only supposed to be $75) to purchase a device to do what they are supposed to do......provide service signals! Guess over 20 years of customer loyalty means nothing to AT&T....all about the money!
Many people in my neighborhood have complained as we all gave up our land lines to sign up for the AT&T "bundle", most have had to suck it up and pay for the booster. One elderly man had to threaten to sue AT&T because neither he nor his elderly wife could get a signal to call 911 in an emergency (after he made 3-4 trips to AT&T he was actually GIVEN a booster when he threatened to sue!) Sad that AT&T doesn't care about their customers anymore, it's all about the bottom line... MORE $$$!!!
I've had AT&T service since 2009 - maybe before, I can't remember exactly when signing up. Service was good and prices were reasonable. But since 2014 - the prices have been going up for no reason at all. I was paying 160 for 2 phones lines - nothing special - not unlimited data but something like 15 GB shared across 2 lines. I would talk to my friends and they pay so much less for unlimited data. AT&T has done nothing but try to push their tv service on me and do nothing about getting reasonable costs for 2 phone lines.
The last straw was adding another phone line - nothing special. I was told it would be about $10 more a month. My bill went up to 240/month... Beyond ridiculous and AT&T would do nothing because I don't want their TV service. I have switched to T mobile - 3 lines - unlimited data for 120/month... compared to AT&T aggravation and outrageous cost. Not to mention the total lack of appreciation that I had been with them paying exorbitant prices for years. And to add insult to injury they held phones locked until an additional 109.00 was paid for cancelling the 3rd line. I hate AT&T so much. Some of the people are nice and understanding but when your company is screwing you out of hundreds of dollars month after month, I probably was not nice to them.
ANY way - my advice is not to get sucked into their money pit. AT&T has 3 brand spanking new retail/store sites in town... They are sucking the money from their loyal customers to build up their company while luring new customers in at lower prices. Maybe that's what all carriers do - but T mobile will work for me for now. I will never go back to AT&T - their product lines/ available service packages/prices are the worst. I hope the marketing geniuses that are running their company go down in flames. They pretend to care about you but only the bottom dollar line matters. Can I review them over and over - with the worst ratings possible?
I have been an customer for a very long time, two cell phones. To start with we had 1 GB and we kept going over so I increase my data to 3 GB and started having some data carried over to the next billing cycle. On my third month I realized that AT&T was not crediting my data from all three months even though I paid for it. On a call to AT&T the customer service center told me that "yes you did pay for the data but if you don't use it in the month it rolls over we take it back." This is nothing but fraud and Theft done by a big corporation against all of it users. I asked why don't AT&T then credit my account for the data that they taken. Answer "We don't do that". I want to know why (you don't do that). This is legalized theft against all of us who don't use all of the DATA and AT&T steals it back.
My family and I are long-time customers with AT&T. We have been using their cellphone service for almost a decade mostly because in our area, they are the only cell phone company with reception. AT&T drains their customers of every cent they can get, and are not very understanding with customers about their situations. AT&T claims to care about their customers, but doesn't really prove it. Just use their advertisements. Right now they're offering a free iPhone 7 if you switch to AT&T.
Earlier this year, they had a buy one get one free for the iPhone 6S if you switched to AT&T. Where are the deals for current customers? That's right! Nonexistent. They care more about potential customers than their current ones. "The best we can do is $20 off of your $700 purchase." I know you have to make money, but damn, for a company that supposedly cares about their customers, you sure have a funny way of showing it. I'd like to see them start offering deals to people who have been with them for over 10 years rather than focusing on poaching new clients.
We used to have cell phones, internet, hot spot and landline with AT&T. After about a year we started getting billed an additional $120 a month, they could not come up with a reason for this so for the first two months reversed the fee. The third month, although they still couldn't explain what it was for we were expected to pay it. We canceled everything but the two cell phones and went online and changed that plan since we rarely ever use them. New monthly total - $92.50. Our first bill, which included half a month at the higher rate was $153... just got a new bill today for a full month on the new lower rate - $171.32! I called and discovered that there are so many hidden access fees, share value fees and charges that what you think will cost under $100 a month is actually going to be more than 50% higher. How they get away with it is beyond me, but there's no fighting it.
One Word, HORRIBLE!!! If I could I would use profanity. They are too expensive, their plans are outrageous, and their customer service reps are COMPLETE AND TOTAL IDIOTS!!! The same day my dad died they suspended my service. Ok now that was my fault. I was angry about the service, and the plan, and the amount of money that I was paying 150.00 for one line. Then I was told that I had unlimited data by some idiot and later found out it wasn't.
Needless to say my bill was much higher than I wanted it to be, JERKS!!! This was all because of a recommendation too. I should've went with my gut feeling. "NO!!! Don't do it!!!" That is exactly what my gut said. NEVER AGAIN! I can't even go through the entire roller-coaster ride. Anyway, the last young lady and her name is Minter and her supervisor is Skylar ** - they were both, to be nice, daft. Minter told me I had to unlock my device online, which was the whole reason I called because I couldn't do it online. Then Skylar told me I had to pay my entire bill and it wouldn't be prorated because they don't do that. They asked stupid questions and the entire time were polite which made me more mad because their answers were dumb and they seem to be guessing, which is why I asked for the supervisor in the first place. Ugh!
Just don't go to AT&T if you don't have to. They are overpriced and the reps are untrained. If you've been with them and you like to service I would stay but if you don't have to DON'T! Oh and one more thing, I informed the supervisor that I no one told me that I should unlock my device so when I went to my new carrier they told me to have my device unlocked by my carrier. Well at&t didn't tell me to do that when I wanted to leave. This is what the supervisor told me. She said, "We don't encourage our customers to leave." So I said, "So you withhold pertinent information so that they can't voluntarily leave your company?" She went silent.
Anyway, the deed is done and I am $600 out of money. I am now with T-Mobile where I will have unlimited everything for $75 per month, of course that is after my phone is unlock by At&t if they really unlock it this time. They will NEVER get me as a customer again and if I can I will shout it from the roof tops. AT&T SUCKS!!! PS. This review was written fast and in anger it is not a true reflection of my education. However, it adequately reflects my frustrating feelings with this company. Thank you.
Customers of AT&T, let me tell you about how responsive the management is to legitimate complaints from customers. I mailed the letter below on October 2, 2016. I have yet to receive a response. It's time to search for a new carrier that actually listens to their customers.
"I purchased a Galaxy S7 Active phone from the AT&T store located on 247 Dunning Rd, Middletown N.Y. 10940, 845-343-2434 on September 18, 2016. The staff were very helpful setting the phone up. While I was in Florida, I began having issues with the SD Card Reader in the phone. I called 611, a representative and myself tried to resolve the problem, which could not be resolved. She suggested that the SD card was old and needed to be replaced. I then purchased two new SD cards 64 GB, 32 GB. The 64 GB would not read on the phone. The 32 GB formatted then the phone displayed that the SD card was corrupted.
"I returned back to Middletown on Sunday Oct 2, 2016, went to the manager at the AT&T store. Explained and showed the problem. He told me it looked like the SD reader was not working. I asked to exchange the phone, he checked and told me that I purchased the phone on Sept 18, 2016 and the 14 day period had lapsed on Oct 1, 2016, and it would have to go under warranty procedures. I told him that I was out of state and did call about the problem before the 14 day period. He stated that it was policy and would not take any action. I have been a customer since 1994 and always prompt with my payments. I feel that there was mitigating circumstances in this case. Instead of being rewarded for my customer loyalty, it fell on deaf ears. What I received is a 'almost new phone' that cost me over $700.00."
VERY UNHAPPY WITH SAMSUNG AND AT&T!!! I purchased a Samsung Active from AT&T in Jan of 2016. In Sept 2016, the phone started getting hot and then one day it just would not come on at all. The screen went black. Went to AT&T store had a sales person look at the phone. She said the phone is still under warranty. She found where the side of the phone where the SIM card is had expanded and she could not remove the SIM card. I was able to finally get it out while still at the store. She looked at the phone and said I don't see any other damage. She told me to call warranty for a replacement phone. I did so. I paid more to get the phone quicker which was still 3 days.
Yesterday, I got the phone back in the mail with a letter stating they will not take the phone back because they found a crack and I owe $516. They even put a red arrow to show where the crack was. After numerous calls with AT&T, there is still no resolution other than you owe the money. It did not matter that the phone overheated and caused the phone to expand on the side and probably shut the phone down. It stayed hot so much and that the SIM card did not easily come out.
The reason I purchased the phone was the selling point of it is more durable than any other phone. That is false advertising. It is obvious that SAMSUNG has problems with their phones overheating. It just lucky this one never caught fire like the Note 7. I did like Samsung products until this phone and no one standing behind the product. If I had not had the person at the AT&T store look at the phone first then I might be able to understand why I got the phone back. Actually I probably would have never sent it back for replacement.
After getting sent 3 different times to the wrong department, the 4th time I called I requested a supervisor. The woman I talked to would not give me a supervisor. She did finally figure out what the other 3 could not, which department I really needed. I finally get to the warranty department, explained what had happened again. He read the notes and had someone else read them too. After going thru all of that, he said he could not waive the fee because the person who looked at the phone at the store did not put in the notes that there was no cracks to the phone. She did note that phone was cracked and the card was not easy to remove.
I have to pay for 2 phones, broken one and the replacement. I cannot send the replacement phone back either. I asked about that so I would not be paying for 2 phones. I have all my services with AT&T (internet, wireless and TV) at this point after YEARS of doing business with them I am seriously considering changing everything to another company. I will inform others of this incident and lack of customer service.
On September 18th I went in and purchased the new iPhone 7 plus. The rep I was working with said that since i bought the new iPhone, there was a special where I would get a free iPad mini for $10 a month. iPhone 7s are sold out right now, so I had to order mine. They were also sold out of the iPad minis and weren't able to order one. She said that they would just honor the deal when I came back, and that they would give me a call when they got more iPad minis.
I never received a call. On October 6th I received my iPhone 7 in the mail and went to the store to activate it. The same reps helped me. I asked about getting my iPad, and they said it had been too long and I was no longer eligible. They said there was nothing they could do. I spent almost $870 on a phone, and $150 in accessories and they were not able to help me?!
My cell phone quit working. I took it to the AT&T store and they worked on it and tried to get it working and I couldn't do it so they informed me I should send it in to the warranty company with AT&T. I received a new phone from AT&T and then later on the AT&T sent the old phone back and said it had liquid, down the AT&T store that check on the phone and suggested to turn it in should have noticed it had liquid damage. We never got it wet so I would not have known it has liquid in it. AT&T and their warranty company want to charge me for the new phone and it will not work with me. I want to blame it on everyone else. Very disappointed with AT&T, the warranty company and the store that represent AT&T.
I've had AT&T for about 6 months now and have had nothing but issues. I've had service issues where I'm in the middle of a major city with no coverage. Whenever I call the number 1(800) 288-2020 the automated system routes me to someone from India that I can't understand and then she tells me that she is in the prepaid department, and that I'll have to be transferred once again. And then they transfer me to the collections department, and he says he can't help me because I'm trying to unlock my device so they tell me I need to speak with Apple Care. And I tell them, "It's your website that I'm having the issue with," and get transferred once again!! Saving a buck on taking your customer care center to another country and doesn't speak proper English is not the correct thing. This is why I'm no longer a customer and have went to Verizon.
I was very upset with AT&T. I had a payment arrangement set up, but because of a bank Holiday the payment didn't go through and they disconnected my phone and the rep canceled my acct without my consent, same day of a very important meeting with a huge client that flew to NYC to meet. Note I've been with them 2 plus years and no problem ever. The rep I spoke to the 1st time was horrible. Later that day I called again and spoke to Dennis **, another AT&T rep and this guy most have been heaven sent. He corrected ALL the mistakes made by that other guy in a very timely manner and so so polite & made me feel like AT&T is more than my mobile carrier, and I am more than just a customer to them. I am friend & loyal client. Thanks Dennis **.
I drop my phone and cracked the screen so I decided on October 10 that I would make a claim at 9:30 AM. I got the phone the very next day about 2 PM! When I open the package it was all pre-shrunk wrapped as if it was brand-new! I was thinking I was getting a refurbished phone because that's what a lot of people have been telling me that I was going to get. I got a brand new iPhone 6 Plus! The only thing was that they sent me a silver when I had a gold. But that didn't really bother me much since I had a case covering the color anyways. Other than that I have had no issues with this insurance company. I definitely would recommend others to get this insurance on their phones.
AT&T promised me my bill would be a certain amount. It's never that amount even after an investigation was done and proved they were in the wrong and I have an email stating what my bill is supposed to be they are still refusing to acknowledge it. They told me I'd have to go to the AT&T store to prove this email Mail even exists. I have had this problem the last 4 months in a row. I will go to the AT&T store to prove it but why, why should I have to take this time out of my day every month to prove an email that was sent from them. They are ridiculous. I'd never ever go through them again. I kick myself every month I get my bill.
If I could rate lower than 1 star I certainly would. In May 2016 I decided to upgrade since I was allowed to do so. I contacted AT&T via their Help Chat Line and I very clearly explained to the tech that I'd lost my job and did not want to go over the $50/month I was paying, so if I could upgrade and keep my bill in that range I wanted but if I could not then I wouldn't be upgrading. She assured me 4 separate times throughout the chat that I could stay within the $50/month range. She suggested a phone and I went with her suggestion, confirming constantly that my monthly bill would stay in the $50 range. I purchased the phone, did exactly what the woman told me to do. A couple of weeks later, after receiving the phone I get a bill for $100. That was including the $20 1-time fee, meaning my monthly bill was going to be $80/month. I called AT&T, very upset, and told them what happened.
They said I could keep the phone or send it back. I was told this 4 times between June and August, that I could keep the phone or send it back. In September I talked to AT&T again via their help chat and I asked the tech how to go about converting my phone bill back to the monthly charges of $80 because I'd decided to keep the phone. The tech I chatted with told me - 5 times - during that chat session that he'd made all the necessary changes to my account and confirmed with me 5 times that my monthly bill would be the $80/month. A day later, after receiving 3 texts and 2 emails from AT&T threatening to suspend my service I contacted them again, this time by phone. I began talking with them at 10 in the morning and was not done until 3 pm. I was passed from one department to another, to another, and then to another. Everyone gave me the same answer - the phone was past its return date and so I owed them $500.00.
Each person I spoke to told me another department could help me and I got passed around until one person told me, very clearly, that she'd spoken to her manager and was told I needed to sign back in to the chat line and that they'd make the changes for me. One tech on the chat line again assured me it was all taken care of and asked me to review my account. When I did so, I saw that I was still being charged $500. That tech then changed and said no, he couldn't help me but his supervisor could. The supervisor told me no, nothing could be done, I owed $500. He disconnected the chat session once he could tell I was getting really upset. YET ANOTHER tech came on and said my only option was to set up a payment plan to pay the $500. I did NOT have this money to give to AT&T but I'm the primary caretaker for an ill parent and I NEED my cell phone - something I'd explained to everyone I contacted that day.
I had to give my debit card info and was told it would be taken out in 2 payments. Today they suspended my service. I'm being told again that I owe $500 upfront, even though I'd been told it would be automatically withdrawn - which was the reason I had to give my bank info. So again my bill says I owe $500 immediately and that it'll be a $40 fee to open my account back up. Of course tonight there was no one to talk with.
I went from wanting to upgrade my phone and keep the bill at $50/month to having to pay $80/month to having to pay $500 all at once to having a payment plan of two payments of $250 to NOW having my services suspended and owing $540 all at once. I'd kept copies of the chat transcripts where one can clearly see that I was certainly told these things by AT&T and I really thought that would help me. But AT&T informed me that they have NOTHING to do with the chat service and that there was no one at AT&T who would even look at these transcripts. I was told the same thing by the people on the chat line - that there was no one that would even look at these transcripts. So basically AT&T's help chat line techs can tell any customer anything they want and it's the customer's word against theirs. They had kept no records in my account about the chat sessions and what was said during them.
Not one single AT&T employee that I spoke with was at all concerned that a customer - a loyal and steady customer - was basically told one lie after another by AT&T employees and that although I acted in good faith on what I was told I "should have known" I was being told the wrong thing. A man actually told me that - I should've known regardless of what I'd been told by AT&T and it was my fault.
I now have to fight with them again, try to "prove" that I'd been told these payments would be automatically withdrawn and that they had no reason to suspend my account. All I want to do is leave this awful, awful carrier and go somewhere else. They say they have no control over their own chat service, that no one keeps records and that no one is ever asked to explain something told to a customer.
I lost my job, I definitely did NOT need this nightmare. I was already upset that they were taking this $500 when that was basically money for Christmas gifts for my kids, and now they're wanting more and have suspended my account. I still have the chat transcripts but I know they'll just say again that they don't care about the transcripts.
I saw where this company lost a huge lawsuit for doing pretty much this same thing to many, many other customers. Apparently that did not teach them or convince them to stop acting in bad faith and fraudulently towards customers. I've been with this carrier since Feb 2014 and I've been a good customer, I never missed a payment, and this is how they treat me because of the incompetence and indifference of AT&T employees.
I want my services turned back on. I do not want to pay their $40 fee for getting my services turned back on and I want that $500 converted into a monthly charge - the way it was supposed to be, the way I was assured multiple times it WOULD be. And I want to leave AT&T ASAP regardless of any 2 year contract. They are the ones that broke that contract, not me. No one has even responded to any of my complaints I've sent to their corporate office so I'm trying this route.
AT&T is a scammer. They take your money, they don't keep notes of conversations in customers' files, they each will tell you something different and something that is entirely untrue, they tell you have to pay for THEIR mistake and incompetence and they have absolutely no interest in seeing emails or transcripts detailing what their chat services techs are telling customers. They refused to help me, they refused to get to the bottom of what had happened and they refused to budge on this huge bill. STAY AWAY FROM AT&T - or at least when you have to deal with them make sure there's documentation and/or recordings because they WILL lie and they WILL deny having ever said things that they did, indeed say.
Compare Prepaid Phones
AT&T Wireless Company Profile
- Company Name:
- Year Founded:
- 208 S. Akard St.
- Postal Code:
- United States