AT&T Wireless Reviews

I filed a complaint with the Better Business Bureau about the short time between getting the bill and the due date and was contacted by AT&T giving me all the above options and to them there was nothing wrong with their billing system and she said they were giving us plenty of time to pay the bill or we could just use the above mentioned options the were an inconvenience for us and didn't matter to them. I contacted BBB, got a rebuttal from AT&T, solving nothing, replied to BBB's message asking if they satisfied my complaint saying they didn't and AT&T responded to me again and it was the same exchange of words again, but this time she said she'd forward it to corporate which to me is a polite way of saying ** you. So I'd suggest that if you have a complaint about AT&T about anything, file it with the Better Business Bureau and with enough complaints against them we can hold their feet to the fire and make them straighten up and fly right.

This happens day or night. At the same time there is the issue of having to enter a simple password multiple times to get to the point of "Give us a moment---". So, I am waiting to wait. It does not matter if both the User ID & the Password have been entered key by key & visually verified. It is really enough to make me consider changing to another brand.

One time customer service representative said pay the full balance minus corporate discount (25 dollars) and the account will be in good standing but same week they discounted by service because of that unpaid 25 dollars that I supposed to get as discount. AT&T is the worst company in the whole world. I would never ever use their product and services. I regret falling for that buy one get one free phone option. I regret using AT&T like nothing else but never again. I am better off with prepaid plans where I know exactly how much I will be paying each month.

You CANNOT cancel new line with your old. That's what the CS at AT&T tells now and same at corporate store, but over the phone sales they are practicing this tactic to sell. Now you have to keep the new line otherwise second device you must pay full price as well. While selling they are giving other information till they charge the amount and deliver, after they don't care. Keep it or leave it. That's the AT&T system and now we cannot do anything. Spending hours on the recorded phone but result is fake. No one will take any responsibility for selling. That's the sales and customer care a big brand AT&T.

We were supposed to have our devices on February 8th. So on the 7th I requested tracking information, after all week chatting with and calling their customer service, being reassured that the orders were still in progress the way the app and website showed. They were not in progress, they had been cancelled on the 2nd. After having the rudest customer service rep and then the rudest "supervisor" (we don't think it was a supervisor). We did find out that the orders were cancelled and there was "nothing they could do."

We called another rep and he reassured us that he could easily correct it, salvage the original phone number that I had used on my business cards, but would have to pay sales tax again. Okay, whatever, I need my phones. He processes the order, I pay sales tax, order placed. Enjoy, their delivery service cancels the delivery the very next day. Call and enquired and once again reassured that all is well. Wrong. They processed the order as a different promotion that was buy one get one half off, and they didn't salvage the number. Great...

Then, oh yes there's more, they cancelled the order. Again. And yet again asked for more money. I made them go in and request cancellation because their system still didn't show any of the orders cancelled, and miraculously, no one can help or "do that." They can't do anything, that's another department, who transfers you back to the original department who sends you somewhere else, who yells at you and threatens to shut the whole account down, who then says they have submitted a case, which they don't, who then lie and tell you the order is good and it's a "weather issue." But when called out about that it becomes a "warehouse issue." I'm a Verizon customer for my personal lines. The only reason I was trying to add a line to my mom's account was to take over her bill since my dad passed away and help her out. I'll stay with Verizon and pay more. Worth it completely.

WELL GUESS WHAT? I GOT CHARGED. Since I have been back in the US. I have called AT&T 4 times even going into the local AT&T store. The local store manager and 3 reps when I call always send me to some other department to call. On my 3rd call, the Unified Billing rep told me the refund needs to be approved by "the back office" and I would get a confirmation via text or email within the next 3-5 days. No surprise, I didn't hear from them.

4 months later, I called them again (5th time) last week. I had to start all over again each time again. No one seem to find any records of my previous calls. They gave me a number (1-214-547-2300) to their headquarter in San Antonio. The number just keeps ringing. No one picks up. There's even a voicemail message. It just keeps ringing and ringing and ringing.

This review is my last resort. I have wasted too much energy and time trying to get my money back. I am giving up on trying to recoup my money. Each month, AT&T have no problems taking $150 from me but wouldn't give me back $60 on a bogus feature that didn't work. I would switch to another carrier if I weren't handcuffed to their unlimited grandfathered data plan. I know I have a good deal because every time I talk to AT&T, EVERY rep tries to sway me into out of that plan. I hope this review will help others so you wouldn't be a victim too.

In that week, I only spoke to two people in the US. Phone reception for the overseas was dreadful. AT&T has gotten too big for its britches and cannot manage the satellite tv portion, much less their wireless, internet and so on. They have hired people in foreign countries that can only work with a "script". If the problem is not on their "script", they cannot deal with it and shuffle you off to the next CSR. It is like falling down Alice's rabbit hole and when you finally get up the nerve to call again it's "Ground Hog Day" all over again. We have been with DirecTV for 15 years and have NEVER had the issues we are having now. We will probably be changing our television carrier soon.

I have a case number and I was assured this would be resolved by September 5th, 2018. Month after month has gone by of receiving bills telling us it's past due. Many phone calls have been made to AT&T with assurances things would be reversed. Eventually we received notification from a collection agency that our past due balance now belonged to them. We have been assured, but had no resolution and no help along the way. There is not a single person that can seem able to resolve this for us. This is now going against our credit and it is not our debt to have incurred. We are now in the process of notifying the Illinois Attorney General and the BBB. Our next step will be an attorney, we refuse to pay for something that is not our debt and was a mistake upon AT&T that they cannot seem to resolve.

When we called the store we were told the quote we received was a glitch. I then told them to cancel everything and go back to everything we had before we went into the store, which included returning our 2 cellphones to another account as it was before. Everything was cancelled but I still received a bill for $135 for the wireless services. Calls to ATT resulted in a runaround and them trying to sell the same services and quoting the same prices they tried to sell us before which they states was a glitch. The company is more interested in getting your money than giving what they promised.

I declined to add the hotspot as I don’t need them reducing credit as I am buying a home. After all I’ve been a customer over 10 years and been unhappy at least from day one having to deal with billing mistakes from the first month to date. And yes they slow your data if you go slightly over so slow you can’t even access a bank app. It times out and if you try log onto an internet site page it loads slower than people have children! I’m done with these people but hope others don’t get in their web.

They told me to take it to the Mansfield Texas store on 287 and what did I do that for. This was the rudest place I had ever been. Now, I was told to take it back there. They refused to take the phone back, I was told I would be charged a restocking fee. You need to send it back. I replied. "Sir, customer service sent me here." My wife and I got so frustrated and tired of the way customer service and service people at the Mansfield Texas store treated us, it was so bad we just kept the phone and walked out. I will never go back to that store ever. I wish there were a ZERO star. They would not call customer service online to read my notes that were filed about the exchange.

This starts back in October 2018. I received an "insurance replacement" phone (AKA refurbished POS), in the middle of the month. The screen discontinued functioning shortly after on October 20th. I have been paying the $12 BS insurance plan fee they gouge you for, yet it wasn't until January 8th, 2019 that I finally received my replacement. Keep in mind, it would have gone for a longer period of time had I not been told by their insurance company, Asurion, that I needed to contact the AT&T Warranty dept to have my replacement filed.

What the **!? I was literally put through so much nonsense and fed so many lies (i.e. they set up appointments for me at the local APPLE store - they did not), this would have not even been rectified by them as they are completely incompetent in everything they do. I had picked up a cheaper smartphone at Walmart and jumped on a $30 per month plan, solely to have a functioning device I NEED FOR WORK! That was an additional cost on top of paying ridiculous fees and service charges for that nearly 2 month period. Even though I did not have a phone!

I was lied to yet again, during this time, and told I would be credited for the time I had not used my device. More lies. After I finally received my new device, they had me waste more hours of my time on chat, only to get transferred to a "supervisor" who cut my chat short because I was irate that she offered me a "one time courtesy credit" of $25. Excuse me? Are you serious? She wasn't sure why they promised me this credit (I'll give you a hint: I DIDN'T USE MY PHONE BUT PAID OVER $500 DURING THAT TIME!), but that's all she could get approved. Apparently, they don't like being called out on their lies, so she disconnected me. That's the first thing you look for as a pissed customer, because if you're a so-called "supervisor", you should have basic customer service etiquette, and that includes LETTING THEM VENT! Once again, another useless endeavor and waste of time.

This gets me to my next gripe, as they've disconnected my service multiple times during this period, just to add to my stress and aggravation. The current disconnection was only just resolved, as I had to waste more hours of my life for this. They reviewed my account and saw that I had JUST CHATTED IN 2 DAYS AGO to have my billing adjusted and my service restored! But, once again, my service is cut off this morning! I wasted about 5 hours of my day on 2/5 just to confirm the $25 credit would be applied, but of course there was ZERO notes on my situation. (The supervisor disconnected me and didn't have the decency to notate my account. Pitiful.)

After waiting and waiting and waiting, that supervisor said she would notate my account (about time), and that I could call or chat in later that evening to have it adjusted. Seriously? Why the hell she couldn't take care of it then is baffling, but it's all just part for the course for them. I then wasted another 2 hours chatting in, just to have to go through the entire situation once again, and finally told I would be issued this "one time courtesy fee". LOL, I corrected that rep and told them this was not even remotely considered a courtesy by me after all the BS they've had me wade through.

After that adjustment, I asked to have a returned check fee reversed as I had never done so prior. Nevermind the fact that I had to have my debit card replaced due to them charging my account multiple times without my consent, them promising to reverse them of course, but nothing more than complete and utter lies. My point is, after these adjustments and the crap fees they tacked onto my bill, I had a $38.37 balance to "restore" service. Those credits were for $55. I literally had to point out basic Math to these idiots only so they couldn't explain why the hell that adjustment was made, yet they clipped my service again today due to that "outstanding balance"?!? Again, $55 is more than $38.37. End of story unless you're these criminals.

All I want to do is get away from them ASAP, but with my service constantly being shut off I can't even inquire in time before I have to go through some more ** hoops in order to use my phone again! Nevermind, that I travel constantly through the mountains of Kentucky and North Carolina for work, and their carrier service is garbage. Stay away from these crooks if you want to have peace of mind along with a functioning device. They are unscrupulous liars.

I called and spoke to a woman that told me she would be glad to send me a bill at the cost of 5.00!!! Are you kidding me??? I told her in no time ever was I going to pay to get a bill. She explained to me in the best broken English that she could that I could not view my bill online until after Feb because of some conversion by blah blah, didnt understand the rest. I can pay for a bill or wait until the month is over. This company I would NOT want anyone to use. Their system makes no sense except to pass you to another department over and over probably until you get mad enough to hang up so that nobody has to deal with you. They are the absolute worst and the second I am able to get another service I will be gone and never look back!

I have used AT&T home phone (5+ years), AT&T internet (5+ years, another rip off nightmare), DirecTV (5+ years) and AT&T mobile for 9 months. AT&T does not care about customer service and use dishonest bait and switch practices for the services they provide. I will be sending a detailed description of the dishonest way I have been treated and the sub-par products and customer service to all of the AT&T CEOs and higher ups in an effort to wake this company up.

I have 9 devices that I pay for every month with AT&T, I can't even imagine the money that I have spent with them over all these years! AT&T has promised me via 3 Representatives, 1 in writing on the Chat Session with a lady named “JESSICA” of which I emailed a copy to myself for documentation (Chat Transcript Reference Number: ** DATE/TIME: 2019-02-04 17:32:16) that they would set me up a Nighthawk Hot Spot So I then went through the process and purchased this $199 device from Best Buy of which it arrived this evening and I immediately called AT&T at 8:20PM to have them go ahead and connect the device as suggested by the AT&T supervisor.

I first originally spoke to a girl named “TIARA” at approx 8:20pm and she told me she was located in Alabama. She told me that she didn’t think that I could connect the device with the unlimited plan, I then been told her what the supervisor said two nights ago along with Jessica on the Chat Session told me to do and told me exactly how to “work around the system“ she then put me on hold and spoke to her supervisor and said that they were going to take care of this for me and that they would honor that since the man told me with his supervisor, as well as the lady named “Jessica” on the chat session who also told me and that is in writing of which I have the copy.

So Tiara spent about 45 minutes on the phone with me and had it all cleared and even gave me a phone number that is assigned to the device of which that phone number was ** so when she connected me to a automated system that would activate my device it did not work so it automatically connected me to another person at approx 9:30pm of which that person’s name is “LAYNETTE”. She told me that she couldn’t find anywhere in the system that Tiara talked to me at all. So then she transferred me to a gentleman by the name of “MATT” and he was a ‘number specialist’ that apparently takes care of transferring phone numbers and Matt told me he could not find where that phone number lead to as well, and this wasn’t something that he could handle in his department, so he then transferred me to another department to a lady named see “NICA”.

Nica then proceeded do the same thing everyone had been doing all night, which was make me explain what was going on because apparently they don’t keep documentation of what they tell customers! She then finally told me that she cannot put it on my account for unlimited service, I then asked her to speak to her supervisor of which they connected me at 10:40PM to “SAMANTHA” at the “LOYALTY DEPARTMENT”, ha that’s a joke! Again I went to the exact same thing and had to describe everything that had happened and all Samantha did was proceeded to tell me what they had as far as hot spot packages and refused to honor what 3 other people in customer service told me that they would do! I then told her to transfer me to her supervisor and by this time it was 11:20 PM on a work night that I have been on the phone since 8:20pm with customer service.

Her supervisor's name was “ADAM” and I asked for Adams OPERATOR NUMBER which is SJ3CNB5 and Adam told me that he could not do anything as well even though I have been lied to by three other people and I had spent 3 hours and 17 minutes on the phone! I hung up at 11:37 PM tonight and decided that it’s not about the money at this point, it is the fact that they told me they would do something and they are not honoring it! They had me go purchase a $199 device in order to do exactly what they suggested I do and now no one wants to be held accountable! UNBELIEVABLE!!! The CEO of AT&T is Randall L. Stephenson, I hope you know what kind of people are running the CUSTOMER SERVICE Dept at AT&T. Needless to say I will be moving all 9 of my lines to another competing company after 20 years of doing business with AT&T, there's nothing worse than a LIAR!

I explained to the agent that I'm sure they will need to come out vs a self install for my new address. He was so persistent on his end that service was already active and nothing more needed to do. I went home and hooked up the equipment and guess what the service didn't work and I called in they setup an appointment for tech to do a full install in which they promised would be free but I was charged $99. The tech came out and said that he couldn't complete the job due to node issues not being able to reach to my home and had to put a ticket in for special tech to come out and told me In few days I'll get a call to schedule. And guess what no one ever called and I called in to check the status and yes they schedule for a second tech to come out and he never came. He stated in notes he couldn't find my home which was a lie. He just didn't want to deal with it. Mind you this was the 2nd day I took off work for a tech.

They had to setup a 3rd tech to come out in which I had family member there for me because I couldn't take off work again. The tech comes and says he can hook it up and run the line but the node is so far away about time he stretches the cord from where it's located to my home I won't be able to get the high speed internet I was promised of 50mb. I would only get 1-3 mb. Which is no purpose and informed me that is nothing else they can do. I called on and spoke to several supervisor and agents and retention in which all said I would receive my money back and all charges would be removed and I had to call on over 15 times to get anything resolved. I was promised I'd receive my money back in which I paid on the acct $61 and AT&T sent me a check in the mail for $16 and some change. I called today to say I was told I get full refund in which the services was supposed to be free.

I spoke to someone name Jill from Michigan had horrible attitude and told me no such promotion and very existed. I asked her to please fully read the notes. She came back on the line with bad attitude saying "This is all you are getting" and that at&t do not give free services. I asked for a manager because she became more agitated and annoyed with me because I kept asking for manager. I was informed that a manager would call me back today and yes a manager did call me back her name was Melanie from Michigan as well. The manager called me and I answered she automatically started talking in defense telling me that the amount refund is correct and that I am not getting any money back with nasty attitude and her voice elevated telling me that her rep Jill gave me all correct information and that I cannot and will not get anything else from them.

I asked if I could speak to someone above her. She told me no and that I can't speak to anyone outside of her because she is the highest in authority. She became more combative and unprofessional, she didn't want to even hear my complaint or allow me to explain, she seemed already pissed that she even had to call me. I made a comment to her that it is clear as to why her agent disrespected me is because she has poor leadership in which who allows it. I am a SUPERVISOR and her both their customer service skills were beyond the worst I've ever experienced. Poor representation of AT&T.

My experience is way more worse than I am explaining I went through so much hell and I cannot put all other details but I can probably write a book and still came to no resolution. I was lied to and my money was taken plus I was treated poorly. Once I find another company I am taking my cell phone lines else where. I pay close to $300 for both lines in total. That's a lot of money to give to a company every month. That's $3600 I can give to a company that won't lie to me and take me through the loops and treat me like trash. HORRIBLE HORRIBLE SERVICE...

I called and was livid kept getting this Asian woman that spoke horrible English and understood it even less until I was transferred to ED from Missouri who knew what he was talking about, made sense and got everything taken care off. I did have to cancel my account and will have to reactivate all over when I get to my place and there is a small fee to cancel but that's ok as he explained everything thoroughly and clearly and to where I understood and it made sense. HE and ONLY him restored my faith in AT&T and because of him I will come back once settled into my own spot. Thank you Ed for your upstanding customer service and customer relation skills. You are a real star of the AT&T team!

At the time it was a better deal than paying for each individual service plan, so of course we changed our plan. We were told that the old plan (with each service plan being paid individually) would be removed and replaced with the new service plan (a family based plan). Since we've generally had a good experience with this change was accepted and we were happy to be saving a little extra. Unfortunately there was some sort of mistake and we continued to be billed the old service plan per phone in addition to the new service plan! We understand that this had to be a mistake so we called customer service to have this resolved.

After review, they noted that we were in fact double charged for the same service for at least 18 months. The representative at the time stated that because the refund amount was over her approval amount she had to send the case to a higher authority to be reviewed and signed off and they would be getting back to us. After approximately 2 weeks, we still hadn't heard back so we called again. The rep again found exactly where the mistake was and stated that the issue was close to being approved and that we would again be contacted.

Again after another week, still no update, so we called again! The new rep stated the credit had been approved and should be credited to our account shortly. After more time goes by and still no credit, we follow up once again to another rep, who also recognizes the issue, however states that it was our fault for not catching it and they would only be able to credit up to 3 months! What? SO firstly, should I and all consumers now automatically assume that AT&T is purposely ripping us off? After we've been loyal for so many years, I didn't think that I would have to check to see if I was being double charged for something!

Secondly, how is it possible that you can only credit up to 3 months, when you can clearly see that we were double charged for 18 MONTHS! And yet this is my fault, correct? How? What kind of crooked company makes the mistake of double charging their customers, refuses to fix it, and then adds insult to injury by stating that we should have caught it? Lastly, we were already told as of 1/28 that our credit was approved and would be applied... How is that suddenly different? I'm sure all of your calls are monitored, AT&T can easily go back into their call logs and verify ALL of this information, instead all we're getting right now is the runaround!

As soon as I get the phone and activate it, I have to call the call center to transfer my old iPhone number to my new phone that way I still get to keep my old number. Once the phone came, I did the transfer and my new iPhone 6S has my old phone number. Fast forward a month later, I get the bill and it is $179. I was stumped. My bills are generally at $95 and I knew I had an additional $30 for activation but other than that it just did not make sense. I also saw my bill and now I'm paying for an additional line. The number on the additional line matched the temporary number. I call the call center to dispute my bill. After an hour of talking to multiple agents, my call gets cut with no resolution.

I call back again and after more than an hour and multiple department transfers, (please note, each time phone is transferred to another department, I have to explain the issue from scratch!), a rep said she has adjusted the bill to $100 for 36 months contract and I have a 6GB plan from 4GB or have the phone returned with original packaging (which I could not as I threw the package) but I have to pay the previous month's bill of $179. Also, the rep mentioned that she cannot remove the new line as the offer is on the new line. Ok, I was so exhausted after all the calls, I paid the $179 and accepted the $100 offer.

Fast forward next month, my bill is now $130 and my data plan is 1GB!!! I get back on the call, again for an hour, explaining the first-month issue and second-month issue before each department transfers. This time the rep says the best she can do is adjust to $107 per month for 36 months! At this point, I have lost all my trust as I'm sure there is no guarantee with what's adjusted and what's on the bill! I'm super frustrated with this whole experience! Given a choice, I want to get out this whole contract and return the phone but with two small kids in the house, I cannot think back of getting on the calls for an hour and explaining all the issues. This is what you get for being a loyal AT&T customer for 10 years!!!

I called and got one foreigner to another, can barely speak English, WAYNE, MARIE, and they also transferred me to Sales just to blow me off. They will blow you off just to get you off the phone. I have filed a complaint with the FCC and next, every news station in the DFW area. Too many wrongdoings and poor CS. If ATT cannot get this service to work as Im paying for the service is an issue.

He said I need to wait another billing cycle and if the rest of 15% was not on the bill, he would personally add the credit. When asked why he could not add the credit at that time. No answer for that question. Now, today, Jim calls and says that I am not approved because my current plan is not allowed. But, if I change plans I should see a discount and no change in services. I was never told until today that my plan was not allowed, just the opposite. The corporate store, said I was fine, all calls to AT&T customer service said I was fine but just wait another billing cycle, and even Jim said I was fine... until today. This company deserves all the ridicule and condemnation their reviews reflect.

The gentleman said that the charges were valid but really could not explain why they were on my bill. I asked to talk to his supervisor who provided NO assistance. He just kept insisting the charges were valid however again, it is NOWHERE on my bill. I asked to talk to his manager and he had the audacity to refuse to transfer me. I then had to call in cancel my service. I spoke with “customer loyalty” and the gentleman said that he would get a manager to help me. He then had the audacity to transfer me into your 1-800 help line. I cannot believe this negligence and incompetence. Actually, in looking at the stories on here I am starting to see I am not the only one. The woman who picked up the phone had no idea what was going on and since I had asked to talk to a supervisor and she was not one, she put me on hold for an HOUR (yes, One HOUR) to talk to this supervisor.

As is to be suspected, the supervisor was of no help. I told him that I did not recall making these calls and since they can furnish me with no records (dates, times etc.) neither can they. He just kept insisting the charges were valid (without any proof) and that what he claimed happened was instead of charging for a day pass, he said that the calls were made over Wi-Fi (which is worse – AT&T had no hand in those charges if they were indeed made through another network) and again refused to help. I am beyond disgusted with AT&T’s “service” – this is TWO HOURS + of my time for charges that they have not even been able to prove happened? What is wrong with AT&T?? If this is not fixed promptly, I will be terminating service.

I'm currently trying to cancel my AT&T service, but of course AT&T makes that a hassle too. You can only cancel your service over the phone. You can do NOTHING at a physical store. Problem is that if you don't remember the answer to all of your security codes (despite calling from the number connected to the account) they do nothing! How do you update your security code? You have to physically go to a store. So I had to drive miles just to change a four digit code just to cancel my account. AT&T doesn't do anything to make you stay voluntarily, but they do everything in their power to make sure you can't leave.

In another call, they said I was talking to the wrong department and proceeded to transfer me to another department, which department said I was transferred to the wrong department! Also, AT&T taxes are a lot higher than other carriers, definitely higher than my previous carrier. Stay away from AT&T, you won't get any of your issues resolved, but they'll easily take your money. Forget making a complaint to their manager, that is if you can get to one, as they don't care!

AT&T Next is supposed to be an alternative to a contract so how was I tricked into doing BOTH?!?! No. If your sales rep didn't bother to mention this to me, as he is TRAINED to do, then don't make it my fault. I'm also paying a fortune a month for 2 mobile lines, a data line and a watch line and they tell me this is the best they can do? Definitely will be leaving AT&T at the first chance I get and not looking back.

My tablet would not ship until I activated the account. No other contact from AT&T until the tablet arrived. The tablet activation did not go well at all. The process is designed to be simple. Seeing as how my email was incorrect, I had to call customer service. I was on the phone with the customer service team for about 45 more minutes, and the agents finally direct me to the nearest store, 20 minutes away. I arrived at the store and waited (second in line on a Tuesday at 6pm) for 30 minutes before the store manager decides to help me. I spent nearly an hour and half in the store while multiple associates worked with AT&T corporate to rerun a credit check on my account to unlock the tablet.

During this time the AT&T manager politely informs me that the AT&T solution I was sold will not meet my use case, namely home internet at 4GLTE speeds up to 100GB per month. The tablet will be reduced after 15gb. We then proceed to activate the tablet (approximately 45 minutes of waiting for the store's reps to work through a complicated process with the corporate customer service team.) In the end, I ask the store manager, can I swap the tablet for the right hot spot and start paying the $100 per month for the 100GB plan. This would make me whole for the time spent, the horrible customer service, the complicated process, etc. Answer, NO. I don't have that authority. Ok, thank you, please keep your tablet and your service.

Sixteen days later, I get a bill in my email, which AT&T corrected in the course of the above process, I owe AT&T $86 for a service that I never used. I call customer service, who transfers me to an account specialist, who then says that the store manager never completed the reason for tablet return and never cancelled my service on a device I no longer have. The account specialist asks if I can go back to the store and have the store manager update their records, so that I could avoid a $150 cancellation fee. I this point, I simply said "are you kidding me, No!". I was then transferred to a cancellation specialist. This person removed all of the charges for the service I never used and waived the $150 fee. I made the same offer to this specialist, listen, send me the hot spot, and I will give your service a try for a month.

For one last kick in the teeth, The cancellation rep says that he'll send me to the "so and so " team and they can help me. For the 9th or 10th time, I explain to another person the story above, and make the same offer, and which point, the last rep says, "the only team in the company that can do that is the cancellation team, and I hate to the be the bearer of bad news, but they sent you over to me, because they really don't want your business."

I have been on the phone for hours every day since Monday. No one knows anything and every Customer Support person on the phone acted like they could fix the problem. I constantly state that that is a lie - it has been intermittently broken since 200. Well, still NO EMAILS SO I CANNOT SEE ANY EMAILS containing financial information or other personal information. On hold for days I guess - no one even bothers to call me when then ATT&T schedules someone to call me. Worst company I have ever dealt with.

I called back at 4:45 pm to report that they never showed and they said that there was something wrong with the order. I tried to find out what happened but they didn’t know so I asked to speak to a supervisor but just got routed to another customer service agent who knew nothing about what I was on hold for. I then asked for a refund and so they connected me to someone from the wrong department who would connect me to the right one but now the department that does the refund is closed. I have no more words for them except that I have never received such bad service.

So after "not kidding" over 15 hrs on calls over days, I finally was able to get with someone on the combined billing department who said they would be able to credit me back the $45 dollars that my bill has gone up by. The following month my bill doesn't change on Directv, but goes up by $145 on my AT&T Wireless bill. Someone they created 2 plans on my account, and one was some connected car thing. Was told by AT&T that I had to call OnStar to remove it. Tried calling OnStar and was told I don't have an account, heck I don't even own a GM car. Had to call back AT&T and was told the system was down for maintenance and had to call back the next day.

Following day I was transferred to the connected car department and they were able to figure out that someone activate the Audi connect for my car (which I had for a trial period that had expired 8 months ago) so they needed me to transfer to that department to have it removed. Then I had to dial back in to customer service to get my plan back to the way it was. Finally after 4 hrs on the phone, they said it was corrected.

Fast forward 6 days, I get a text message now that I've used up 75% of my data plan. I am supposed to be on a unlimited plan... Come to find out that the last rep moved me to a 3GB plan. And not only that, my Audi connect was still on... So had to call in again, and spoke 2 different reps who said they understand my pain and will take care of this, only to be told they need to transfer me to another department. Of course the call gets dropped! Then I call back wait on hold again for 20 minutes only so they can transfer me again.

They transferred me, 20 minutes on hold. Then a recorded message comes on saying that, “We cannot connect your call at this time, please try again tomorrow.” (Basically meaning the department is now closed.) 4hr wasted today and still plan is all messed up! Never again will I do business with ATT&T Wireless again. When contract is up, I am back to Verizon. Did I mention the coverage with AT&T is way worse than Verizon. Big mistake to ever go with them.

The box was not installed on the day it was supposed to be installed so we had to stay home from work 2 days For the install and they still didn't come when we were scheduled. I called to get credits for that. No one compensated us for that. Spent hours on the phone with several different Representatives and no one was helpful. It's been a horrible experience and that's only on the one location I have service. Same issue as second location. I upgraded service. Was told my pricing would be one price when I got the bill it was $200 which is more than I was quoted and at this point I just want to cancel all my services with AT&T but I found out that at the first location they started a new two-year contract.

AT&T Customer Service was extremely defensive about the entire thing and didn't care that we weren't receiving their correspondence. They also refused to send us details from the account so we could see for ourselves that these bills were actually being sent (Ya, the ones we weren't actually getting). I had to ask my own specific questions about dates of correspondence, amounts, etc in order to fully understand what was going on. The collection agency was amazing! They helped us get down into the weeds to figure out what happened. Isn't this backwards? Shouldn't AT&T have done that?

My conclusion: The night we switched our cell phone service to T-Mobile, the account for AT&T was closed. It was at that point, some sort of technical glitch happened and the system was saying the bills were being sent, but in fact, they weren't being printed to a printer that was then hand folded and put into an envelope. (According to AT&T customer service, it was hand folded). AT&T needs to look at their system and fix this glitch. It was unnecessary and caused a lot of concern and credit score impact. I pay my bills. This was ridiculous. Even the collection agency said this is common... Ummm... Hm. I will never do business with AT&T again due to their customer service and system glitches. Even the AT&T agent said she can't help me there. They took no accountability and made us feel like they viewed us as liars. Give me the collections agency any day over AT&T.

Bill comes with $10 credit. I speak with a girl who says he didn't note any discount. She talked to her manager and said the discount is $10 per account not line. I said I only have 6 lines so that doesn't make sense. She said he must have rounded up. She thought the discount was $10 per line, as well. I filed a BBB COMPLAINT. I spoke to a rep from the president’s office who said they have no offer like that and there is nothing she can do. She can review plan changes with me lol. What a joke. So I advise her to pull the call and give me what I was promised. She said she is unable to do that. This was the email I sent after our phone call. “After this experience I am done with AT&t and I would suggest no consumer use any of their services.”

This is what I was told I would get, I signed up under this offer. I have had to contact AT&T several times over my bill being all over the place. Today I was charged 181.31. I have had to contact about this before and I was told my credits weren't applied yet and it was fixed. Today I'm being told this is fees and credits that I wasn't told about. Mid sentence I was disconnected in chat by "supervisor Casmere" after being told they understand if I want to go to another carrier? Does that mean AT&T broke the contract with me? I won't know because she hung up.

I was lied to about the amount my bill would be monthly and this hasn't been fixed. I was lied to about activation fees, about advanced billing and now this. I have everything in chats and do not understand why my bill has been so off. It has been fixed in the past but keeps going back to wrong. And every person tells me something different. I need to know how to fix this and get my bill to what it was supposed to be.

And our discounts are incorrect. At one point we were told to take off of work early to get to the local store to see a sales rep and we did and still not taken care of!! This is just how bad this problem is! We have made numerous calls!! Every single time with the latest one being told we never qualified and threatened if we try to cancel they will immediately charge us full price of both phones although they have admitted their sales rep was incorrect as they did not inform prior. So no family should do any business with AT&T.

I tried to reach the lady who sold me the phones. She never returned none of my calls or texts. I have called AT&T many times and got switched to person to person or they hung up on me. I have demanded to speak to a supervisor and they couldn't help me. So I spoke to a supervisor's boss and was told that "I'm sorry but your bill will be 320.00 a month." AT&T is nothing but liars. If I would of known that I was going to be lied to I would of stayed with Verizon at least they never lied to me. Now I have crappy service and paying a hell of a lot more. I don't trust anything that AT&T says and will give them a bad review every chance I get.

Another call (over 10 hours total in calls with ATT) was placed and no one was in the department to explain why the credit was not reversed and not able to explain why the monthly BOGO charge for a "free phone" was still being included in the invoice. So ATT is now attempting to bill me with the refund credited to my account + a service fee + BOGO phone (still). Advice to anyone considering ATT BOGO offers...DO NOT DO IT! This is going into its second year of nightmare reconciliation with a non-existent loyalty department. This long-time ATT consumer does not recommend ATT to anyone anymore and will be moving on after they provide me with my credit!

After two weeks without my phone(s) I paid my past due bill Thanksgiving Day and had to wait for the following Friday to speak with someone to restore my service. I was then told my account became past due on the 21st for a NEW bill...it had only been 3 days so I asked to get a promise to pay for the following week, the guy told me yes but my service won’t be restored until the balance was paid. I called a week later because I got an email that my balance was $1,512 past due... I kid you not.

Mind you my account was 3 months old and I only had one bill past due for $252. I asked where the $1,200 came from and they told me I lost the buy one get one promotion after I reported the phone stolen and had to pay the installments on BOTH phones. I asked what exactly could I do to resolve the issue and the rep said to reactivate both phones. I had to get the police involved to get my phone back from Houston. I got it back and called to note to my account that I did indeed have both phones, they told me I had 59 days to pay the past due balance of $252 or they would send me to collections for the entire balance of $1,512. I called 49 days in to pay the $252 balance and requested an email stating that that was indeed the agreement.

I was THEN told my service couldn’t be restored until I paid a $188 U-verse balance which was extremely odd as their contract states if you cancel service and move where U-verse is not accepted or already being used you are not charged a cancellation fee. I gave my new address and stated my mom already had U-verse in the home. I was so frustrated at this point, I asked the supervisor if that was the only thing preventing me from restoring my service and she said, "Yes ma’am." They pulled my credit THREE TIMES IN ONE WEEK to tell me about a brand new balance from somewhere that had to be paid. I have been lied to SEVERAL times by AT&T, I have had to make SEVERAL complaints on their nasty disrespectful reps for telling me things like “it’s not our problem that the phone was stolen” to “why did it take you so long to pay your bill anyway?”

I have never in my life felt so belittled. Everyone falls into hard times and the first skill a customer service employee must possess is EMPATHY. They have NONE. They sent my account to collections for the phone installments...not the past due bills...but for THE PRICE OF THE PHONES well before 59 days which they WERE NOT supposed to do. Every other day it’s something new with this ** excuse of a company. They refuse to restore my service until the phones are paid for in full. NOT FOR PAST DUE BALANCES. If I had actual unpaid bills...ok I understand but I paid the bills!!! I will NEVER EVER EVER give or recommend business to this disgusting greedy company.

I kept calling and they kept telling me the same thing until I got lucky and got a rep who actually was able to reactivate everything. Well, I wanted to try Verizon. But unfortunately, they also do not offer great service here. So I again tried porting back my number to AT&T. They are telling me the same thing now that they did then. I need to pay this stupid DirecTV balance in order to come back. Except, this time everyone is refusing to budge. I think they're telling me this because they know that that is an insane amount. They know that after 60 days, you'll lose your account with them and they can charge the full price of the leased phone to you to get MORE money out of you. I use to be an apologist for AT&T and back them up on everything and this is the thanks I get. They nickel and dime you and only care about your money.

One supervisor actually told me, I don't know how electronic checks work, while another told me that $180 is my final bill? I have been bounced from Customer Service to Billing to Collection to a Claim number which means absolutely nothing since no one has acted upon it and every time I call, I have to reiterate the same story. I give up, today I dealt with 3 people and it's Groundhog Day the movie over and over again. I cannot deal with the system, at least I now have a decent provider, but cannot get rid of AT&T.

Long damn story after 2 hours on the damn phone with AT&T that I don't qualify for the buy one get one free phone because my DirecTV bill is not in my name. I was never EVER told that was part of the promotion. I was NEVER told that by any of the reps I talked to the last 4 months. BUT I WAS told today that that's the amount I owe and they WON'T do anything about it. I can't leave AT&T because I'm paying on phones. So ** AT&T and I will be plastering social media and tell EVERYONE I can. AT&T is full of crooks and liars and the second I can get away from them I will.

Go down to AT&T. Use their phone to call AT&T then talk to a supervisor. Again tell him what happened. He was so sorry this happened. It was their mistake. He said, "I’ll get all your lines on now and you won’t be charged for fees." LOL bull. At first my bill was 42$ credit then the new bill comes on and I’m hit will over 800$ they charged me for turning all lines on and my payments changed from my DirecTV deal and my watch I was paying on now it’s pay in full LOL.

I think this company is so disgusting how they treat customers. So I say go somewhere else. I’m going to. Every month it’s something with them. They are liars. Dishonest in every way. And their so called higher ups are a joke. Funny thing. Look at the time my payments were made in cash and the time they turned off my account lol. Black and white liars. AT&T are liars. Rip off consumers in every way!!!

Now since the combined accounts that according them cannot actually be combined, you have to create a new login every time. However if you create one, guess what? Your other one gets wiped! This is beyond frustrating. We have been with both DirecTV and AT&T for over 15+ years and have never had to call in for an issue. Now we are leaving AT&T as a company. Sad. Also, read all the comments on the BBB now... AT&T response? - "AT&T considers customer feedback an important tool in improving our customer service performance. We appreciate opportunity the customer has provided to improve". How far the mighty have fallen...

They accidentally put me on internet only with no line use, the next day I went to 3 different AT&T locations all near Preston Road trying to get customer services to help me including my parent branch. Unfortunately the sweet Mexican guy who had sold us this connection was on leave hence the manager refused to help me. They all asked me to go to the opposite road side Preston branch where I had deposited my 55 USD payment. When after 3 hrs of wasted effort I finally went to the store where I had deposited my monthly payment yesterday the customer service guy apologized, fixed my issue ASAP, informed me any one of the other 3 branches staff could have fixed the error easily but they didn't want to do it... It left me with a bad impression that turned into a nasty impression as tonight I received below mentioned messages from AT&T technical support rep whom I called to help with my pathetically slow internet.

Although 2.7 out of my 8 high speed data is still remaining she sent me these texts: 1. AT&T Free Msg: We will cancel ** effective 01/13/2019. If you would prefer to keep this service active, please contact us at 800.331.0500. 2. AT&T Free Msg: While suspended this number will be charged $10 plus fees, surcharges and taxes per bill cycle. Charges may be prorated based on activity dates. So I ask what kind of company are you guys running where should we give your feedback. As a professional Banker I feel the company is in desperate need of client feedback forms and service quality people to check staff attitudes!!!!

12.07.18 we had an AT&T tech installing our internet modem for our NEW wireless internet service. It was a holiday deal going around at that time, and I switched from Xfinity to AT&T. At this point everything is good! Same day, while the tech is setting us up, a white AT&T car pulls into my driveway. My AT&T technician WARNS me saying "yeah those consultants STALKS our installation appointments, trying to get their foot in the door to sell you on more services". What a team player- to say that about another rep from the same company, but was he wrong? No! At least he warned me. Like a fool???‍♀️, I decided to listen to see if there was anything else that AT&T could do for my family and I.

12.07.18, code name Ms. **, [an In Home Solutions Consultant/AT&T Sales Rep] came into my home with her AT&T tablet/IPad. She drove in an AT&T car, had on an AT&T jacket and an AT&T name tag with photo ID. Trust established. Ms. ** knew me by name, sooo she had access to my info, given to her by AT&T no doubt. I told her "not interested in cable nor a home phone line" 3 times before she asked me about my cell phone service provider. I told her "I had an unlimited plan all the way around with 12gb of hotspot @$85/mo before tax with T-Mobile". She handed me her business card (which did NOT have a home office/address listed nor did it have a direct number to the dept within the company responsible for Ms. ** and her practices/training... AT&T should correct this for improved communication purposes???).

Hang in there! I'm thorough and it's about to get good! She told me that AT&T was running some special promotions that would give me: 1. FREE internet (with a connected cell phone service) for life. 2. My cell phone service would be unlimited everything all the way around with 12gb of hotspot for $85/mo before tax (so exactly what I had at T Mobile). 3. A FREE Samsung Galaxy S9 with 64gb. 4. AT&T would pay WHATEVER I owed to T-Mobile for switching over to AT&T as long as it was under $500 (which my final bill was and still is $209.37). 5. I'd get a $100 Visa gift card for the switch over as a part of the promo. 6. AND because of the value of my phone at that time, my account would reflect a $121.01 positive credit. Where did this credit come from? I asked. Since I was getting a FREE phone, I would only be responsible for the taxes of the phone and so my trade-in device would give me that positive credit...

I knew that this was either a Christmas miracle or a scam. AT&T/Ms. ** took advantage of my optimism and better nature. I told her that she could come back on 12.13.18 after I had consulted my mother and husband about all that she had said AT&T could do for me. Between 12.07.18 and 12.13.18, Ms. ** and I communicated back and forth by text message, to her work phone number listed on her business card. I would be happy to provide screenshots of these messages to aid my case.

In those messages, We are discussing the FREE phone options, stating over and over that of the FREE options offered, I wanted a FREE purple Samsung Galaxy S9 with 64gb and to bring that device on 12.13.18. We kept using the word 'free' a lot-mostly me-to avoid any confusion (I was not interested in financing a new device and this was crystal clear). Deep breaths???‍♀️

12.13.18 at 1 pm, I let her in to begin. Present with us at my dining room table was my husband, my sister, Ms. **/AT&T party, myself and my mother who??? RECORDED THE ENTIRE SALES TRANSACTION??? Hands down, I win this one and I am happy to expose AT&T understanding that that would mean real change in business operations and quality customer service. She repeated (in front of all of us) E.V.E.R.Y.T.H.I.N.G I mentioned above, (items 1 through 6) and supposedly was setting it up for me on her AT&T iPad right then and there. She repeated everything guys. Confidently. In front of all of us. I even asked her over and over to confirm the details of our agreement and I have it all recorded???

Looking back, After all the dust had settled, my family and I all sat down again and had to listen to the recording again??? That sales meeting went from 1 pm-4 pm CST on 12.13.18 and in that meeting she told me that: 1. She combined my internet with my wireless service so that I would be able to view & manage my internet and phone service on my app (still not able to do this). 2. After completing the trade in and transferring my information over to the new device, she said that she applied my $121.01 credit as a POSITIVE balance. 3. "Ported" my phone number from T-Mobile over to AT&T so I was officially switched and she reminded me that when my final bill came in, to just let her know so that she could send me a link to upload my final bill to AT&T, and at that point of uploading my final bill, my $100 Visa gift card would be mailed to me.

If you get the chance to listen to this recording of our being scammed by AT&T/Ms. **, you'll hear me ask Ms. **/AT&T "Wow! I cannot believe this. I appreciate that I get all of this but what do you get out of this? I hope you get something out of it." We all laughed and then she looked me in my face and said "Nothing at all!" Maybe that's true! Maybe it was a lie. Maybe she was trying to make good "end of the year numbers in the corporate world" to win a trip to Vegas or some place. Maybe AT&T does not invest the money they SHOULD invest in properly training their reps/consultants??? I don't know.

We closed that meeting all understanding that my next payment of $85 would come out of my provided account on 01.13.19. Nothing else was discussed. She stopped responding to me-her services went from selfless to selfish, from 5 star to 0 star, from texting me to not responding. I felt strange when she was not interested in getting more business from my husband the following week. I let it go because it was the holiday time AND I did not know at that time what she/AT&T had ACTUALLY done to me- not UNTIL 01.02.19.

We have reached the final stretch of the situation. I begin by saying that I have an automatic call recorder installed on my phone- no surprise there (I am my mother's daughter). At this point, we move away from Ms. **, and now at this point in my story, I am forced to try to clean up her mess with AT&T customer service representatives??? - What a nightmare. Like I mentioned, I record all my calls, SO! AT&T has access to hearing my struggle with achieving customer satisfaction and justice, being that record all customer calls to improve training or whatever.

01.02.19, AT&T charged my account $94.03 "woah! Where'd that come from?" I'm asking myself. I then look at my AT&T app (for the first time since 12.13.18) and I noticed that nothing had changed or updated since what I originally set up (which was just home internet $84.67 for the first 3 months and then $50/mo after all installation fees were paid). Very odd right? Since at this point my internet is FREE…Or should be.

I see that I have a cell service that is NOT being reflected on the app/account yet/still, AND she didn't tell me about a $94.03 charge. I tried to get answers from Ms. ** again, no response. I asked for her manager/supervisor- no response. I get on the phone with AT&T and for anybody who does not already know, there are 2 sides to AT&T a home side (for internet and TV) and a cell phone side- a worse nightmare!??? Each side does not have access to the other and Dear AT&T- that's just silly especially when you/AT&T are offering bundles and packages of combined services all over the radio and in ads. Make sense, right??

Everyone should be able to assist a customer, after they providing their account number and verification. I have some suggestions on how to improve business AT&T- give me a call! Customer service was horrific, hour long calls, half hour long holds, transfer to transfer, transfer to wrong departments, giving me wrong phone numbers and shady responses, all without results and without justice- I am truly glad I have all these calls recorded too??? Please request them from me.

I suffered for a week with AT&T- first week of the year. Hours of frustration and stress. I spoke to AT&T on 01.02.19 and 01.03.19 (waited for a call back from a manager, which was supposed to happen on 01.04.19 but that never happened??? even to this day). I got a hold of *code name* Sucka in the Customer Loyalty Dept on 01.05.19 (where I learned how ** up everything was and that I was tricked by AT&T/**) and all Sucka could say was “Sorry. These things happen. My department is not liable. Try calling the rewards department or In Home Solutions department.” And then gave me wrong phone numbers???

My last attempt to resolve this with AT&T was made on 01.07.19. This entire experience over the phone was like AT&T was trying to shake me, or as they say "give me the run around". Like as if it was Ms. ** job was to lure me in and then AT&T was prepared to slap me with a big ** bill and pray to God that it sticks- this is abuse and unethical and illegal. I won't stand for it because Ms. **/AT&T took it too far. This is what she ACTUALLY did according to the people I spoke to on the phone and Sucka in "customer loyalty dept”. What a joke-

1. They/AT&T Reps had Never heard of a free internet promo AND I did not have that set up by Ms. ** at all...anywhere... 2. Ms. ** did NOT combine my existing home internet with my new phone service. In fact! I had TWO accounts. One for internet (what I had set up before she came on 12.07.18) AND what she set up for me on 12.13.18... 3. This is the big one and I will take legal action- MY PHONE WAS NOT FREE. Ms. ** ILLEGALLY AND WITHOUT MY PERMISSION, ran my credit and Social Security number without my permission and set me up for financing the phone??? (on the recorded conversation, I ask Ms. ** "what do you need my Social Security number for?" and she responds "for added security on my account". I say "good. I wanted to make sure you weren't running my credit" and then the 5 of us laugh…all on the recording???

4. My bill was not going to be $85/month. It was going to be $170/month after tax for the service and phone payment… Ms. **/AT&T lied to me and got me to leave T-Mobile... 5. AT&T was not going to cover my final bill at T-Mobile unless I had early termination fees, (which Brittany neglected to mention or neglected to mention). 6. The unexpected $94.03 charge was to pay the difference between my $121.01 positive credit mentioned earlier and $215.04 (which Sucka said was my first bill total WHICH Ms. ** HAD NEVER MENTIONED AND EVEN TOLD ME THAT MY FIRST BILL WAS $85 BEFORE TAX AND DUE DATE OF 01.13.19).

JUST A MESS! So disappointing. All Lies. Sucka's only Solution was to notify Ms. **'s supervisor (but her department could not follow up on that and it was all out of the “customer loyalty dept” hands. Lol. What a joke). Sucka also asked if I would be willing to make 3 monthly payments for the device and THEN it would be free. Sucka said my options were limited because of my account being “so new”- whatever that means. How do you expect to get new customers and keep them AT&T???

Sucka asked me to call her dept back on 01.13.19, where somebody would be able to DOWNGRADE my service plan bringing my service fee $95/mo??? I turned it down. Sorry Sucka with the good hair! I'm getting what was offered and what I accepted and agreed to- nothing less. On 01.09.19, I happily left AT&T for Verizon??? before AT&T could continue to try to swindle me. Now I seek justice and now I am informing the public as much as possible. I owe AT&T nothing and I demand that the inquiry on my credit report be removed IMMEDIATELY for the fraudulent nature.

Dear President AT&T, I AM looking forward to hearing from you, as I now know that none of my story surprises you. I finally reviewed AT&T on the BBB and other online sources, and oh my! Just embarrassing. It doesn't matter how big the company name I guess- do your research to save yourself the frustration and stress people! As consumers, we have the right to be informed and we do not have to take this violation. I hope AT&T can improve their recruitment, training, customer service and sales practices! Invest the money on the front end or pay up on the back end.✌

Now they say since the watch stayed on the account without being deactivated, they have charged for the watch alone which was not accessible without a mobile phone. They themselves has told me that I couldn't possibly have used a watch to place a call or a text. But they will not relieve me of the debt instead the Customer service tried to convince me that if I pay $99 debt I can get rid of AT&T headache.

Still the issues remained. Was having the same issues with my work phone also on AT&T and our 2nd personal phone was having the same issues. My company contacted AT&T regarding a cell booster, they said they weren't reliable so they switched my phone to a different provider. After having people over at Christmas, we were talking about the problems we were having with our phones and a couple of people had a different provider and their signal strength was strong. So after a bit of investigating, it appears the "tower" is no longer owned by AT&T, did anyone at AT&T tell us that was the issue - no.

We decided to change carriers to the company that had the strongest signal (full signal), then came the nightmare of unlocking the phones. One phone no issue, 2nd phone the new phone purchased outright from AT&T in July and was exchanged for the warranty phone - well trying to do it through AT&T unlock the error code came up the phone and the account were not linked. Back to customer service, went through all the steps with customer service, told the phone would be unlocked in 2 days - it wasn't. Call back to Customer service again, unlock had been denied, again went through the entire step process again, assured it would be unlocked by end of the day. It wasn't.

Again back to customer service this time I was told by a supervisor if I had wanted an unlocked phone I should have gone to the Apple store, the phone is a Samsung. She informed me that it would take an additional 2 days. This after the previous call to customer service where I was told they would expedite. All the while they are charging me for a service that they cannot provide, having me chase around for solutions and then ending conversations with "We appreciate your business". No you appreciate the fact that I am paying for something I am not receiving. Just a horrible way to end a business relationship we have had for over 14 years. I intend to do the process of dispute and to let people know in this area that are having similar issues that it's not them it's AT&T.

In March 2017, after over 10 hours in two days on the phone/in chat with your customer support, I learned my account was connected to two email accounts. After hours on the phone, a lady in India said everything was combined under one account, unfortunately it was not the account I asked her to combine everything under, but I gave up on that one.

At the same time we were experiencing painfully slow internet service. We could not stream and it took hours to download a files. I called AT&T at least 6 times to resolve our internet issue, mostly talking to people in India who had no authority to resolve such problems (many of which called themselves managers). It took someone in the US to finally fix the problem, and only one service guy was able to address our downstream issue. In the following months, our service went down for over 24 hours twice. Despite lousy service, I paid my bill on time every month. Unfortunately, this was only one of our two AT&T bills. The paper bill, came to our house; the paperless bill was being sent to an email account I did not own. The second bill was ~$200 a month, and unbeknownst to me was accumulating.

Before we left for Europe in August of 2017, my husband went to the AT&T store to request international access. The customer representative never mentioned we were delinquent on our bill. He said everything was fine, and we would have international access for the month of August. The day we got on the plane our cell service was suspended. I spent at least 10 hours of our vacation chatting with different people in India, who were absolutely no help, and often rude, sometimes disconnecting me. They told me I was delinquent on my account, but when I logged into the account I had a credit. I would find out later that AT&T did not combine the accounts under a single email. I told whoever was on the other side of my AT&T chat that I was done, and would get another cellular carrier when I returned to the US.

When we got back from Europe, I found a letter from AT&T saying our bill was delinquent. The letter included my first ever paper bill for my mobile devices. I owed $725.31, and if I had wanted to terminate AT&T service (which was my intention), it would cost me $325 per device. There was also a $35 fee to reinstate our cell service. It was comical that the paper bill was delivered shortly after we made our intentions known that we planned to change carriers.

Once we got back in the States, and I had access to my home phone, I called AT&T. My representative was Gloria, and she said I owed money. She does not know where my other bill was being sent. I asked to speak with a manager. First she said that there were no managers available (they usually say that), and then she said her manager, Manny, won’t get in for an hour and a half. I told her I’d wait. She finally said she has a supervisor on the line, but really she puts me on hold. After 2 hours, someone picked up the line, and promptly hung up.

After at least 12 hours of chat and phone calls, Gloria said that we have two accounts, and that we have a credit on one and are delinquent on the other. Turns out the deal was too good to be true. The real cost for our service is $296.06/month, which is much more expensive than I ever paid for Comcast and Verizon combined. I would have never switched if I had any idea that we would periodically lose internet for 24 hours, we wouldn’t be able to stream, AT&T internet would take up to 1 hour to download a file, and all of our cells would be disconnected for non-payment of a bill we never received.

I have only received one monthly bill from AT&T, so I had no idea I was accumulating a debt. If I’d gotten a separate cell bill and saw that service for 4 phones was over $200 per month, in addition to my other service, I would have cut that off immediately. But AT&T hid this from me. After over an hour of waiting for a manager, Kendra, came on the line. Kendra said one bill was paper, and one was paperless. Not sure how that happened, because I signed up for the bundled package with one sales representative on one day and requested a PAPER bill. After 90 minutes on the phone, Kendra said she had finally combined our bills. So she left me in AT&T jail, because to drop AT&T would cost $325 per cell phone. All Kendra would do is reduce my bill by $50.

Once I knew I had a bill I tried to pay it by accessing att.com/payment, as it said to do in my delinquency letter, but it just kept taking me back to att.com. I had to pay by internet, because Kendra said she’d charge me additional money to take my payment over the phone. I couldn't use the number provided, because my cell service had been disconnected. And I couldn't log in to my account to pay, because, my account did not have the cellular bill associated with it. I wish I had never received that card professing to have a deal that was too good to be true. I requested Gloria open a case number.

Update. In November 2018, I purchased a new iPhone for my husband, and in the agreement checked the box stating we had a trade-in. When the phone arrived, I did not receive the return material, so I called AT&T support to get the return label for the trade-in phone. AT&T support said no problem, and sent the return information. I immediately packaged up the phone, and took it to the post office. Unfortunately, as I am used to dealing with the efficiency of Amazon, I did not keep the receipt. And yes, AT&T lost my phone, despite the letter I sent with it stating if I could not get credit I wanted the phone back. I was told (unlike most other large companies) AT&T doesn't keep postal records. I tried several times to resolve this issue, and after many hours on hold and with AT&T support finally gave up. Fortunately, our contact had ended, and we are now moving to T-Mobile without a penalty.

Update Number 2. Five days prior to switching to T-Mobile, I paid off my husband’s phone in full, but the AT&T website said I still owed on the phone, so I couldn't get the phone unlocked. I called AT&T support (every call is 1 hour minimum so get comfortable). They saw that the phone was paid off and were "sorry" for my situation, but can’t help. My daughter’s phone was purchased through Apple, but AT&T locked that one too, and I can’t get it unlocked, because their cords for the phone were not correct.

AT&T support people are of NO HELP. Now we have to wait 48 hours for AT&T to unlock the phones. After waiting on hold for 15 minutes, I get "manager" Saul who was unsympathetic, and still insisted it would take 48 hours to get our phones unlocked. I asked Saul to compensate us for the inconvenience… He would not. I asked to speak to a real manager. AT&T does not make real managers talk to customers. We are only half way out of AT&T hell (2 of 4 phones made it to T-Mobile). I have a feeling 48 hours will pass, and I'll have to call AT&T again. I hate AT&T.

I signed up for service with them September 2018 and they have been billing me for both phones. I have contact them in a customer service numerous the time and they just say sorry. It's like they're not even looking at the account and that I'm not going to get the promotion promotional. But then customer service says that, "No you're right. You're supposed to be getting the deal," but we keep putting in these claims but then they keep getting denied because they've been filed wrong. I just cannot understand how you sign up with the service. You have a contract and a receipt willing to show them and they still deny you the promotional deal that you signed up for.

I think it's brewed. It's psychologically bothering, it's disrespectful, it's illegal and very inconsiderate for the customer sign up for new service and then get treated in a way that no one is listening and, "Sorry this is our policy and no you are not getting your promotional deal that you signed up for when you walked into our third party store." I just wish that these kinds of companies do not have to leverage that they have because that is not fair if you are at work in American that you have to enter a contract that the other side can you get over on you one. Had I had known what I know today about this company I would have never ever signed a contract or got a phone from them ever!!! Now I'm stuck at a contract and not being honored my personal deal on the buy one get one free Samsung Note 9 promotional deal that they had going on September of 2018.

Though I had no paper bill, the following email arrived today without an address to mail my check to as I have done for years -- though it is an address that appears on no past saved bills: Past Due Amount: $67.49. Total Amount Due: $73.24. Account Number: **. Date: 01/08/2019. "Hello, This is a friendly reminder that your wireless bill is now due. If you've already paid or made a payment arrangement, then you're all set. To check your balance or to make or schedule a payment today: Use the myAT&T app. Go online at att.com/pay. Dial *PAY (*729) on your AT&T wireless phone. Thank you."

NOTE that the email offers me ways to pay to which I have no access. As far as providing the incompetents my credit card number verbally by phone, the answer in NO. I always mail a check but needed an address to know where to mail the check, late fee and all. Still after 35+ minutes no one at the number listed on previous paper bills could tell me.

I thought that the 16 days of service I had last month would be prorated and I'd receive a final bill stating FINAL BILL. I cancelled on the phone and got the employee number on December 12. SOMEONE AT AT&T NEEDS TO ADD TO THE "FRIENDLY REMINDER" emails that are sent to those of us who have for years paid by check in the mail WHAT ADDRESS TO SEND IT TO. I pay ALL my other bills online -- 3 electric, a storage, another cellphone, internet service, rent, taxes to state govt. -- but AT&T made this so difficult to do because my old iPhone was somehow not able to interface normally with their "system" for doing this that I gave up.

Their message? "Just send us your money plus a late fee, even though we can see you haven't even turned on the phone for the ENTIRE FINAL BILLING PERIOD, you cancelled service halfway into that, and you hadn't even once turned on the phone well before the final billing period -- BUT we're very sorry we don't know what address that would go to -- even after you have given us repeatedly in a 35+ minute call your phone number and account number."

Today January 8, 2019 I looked this morning at my Bank Statement online and noticed I have a pending charge of $33.46 from POS PRE-AUTH VESTA AT&T PREPAID 866 608 3. I went into the store where I set up my services and was advised that I would have to call Customer Care. There was nothing they could have done for me in the store since they don't have the tools for this situation. So I called Customer Care "6-1-1" at 800-901-9878. I spoke to a man who was very helpful and asked me to provide the last four numbers of my card number. He researched it and came up with nothing except for the amount I was charged for. He said he has seen this done before unfortunately where people use other people's card information. Well unfortunately for me I was one of those people and the charge was not a mistake or in error.

I imminently contacted my bank and canceled my card so no other transactions would go through. The Rep from Customer Care gave me a number and walked me through the steps who to speak to and what department I needed to dispute this "800-901-9878". Well I called the "Vesta" Department who handles all the transactions. They said they cannot dispute it due to not enough information and evidence that I have provided. I was very frustrated at this moment. I can't even trust a store or phone provider with my card information. So I contacted my bank and told them the situation and since it is pending I cannot dispute through my bank until it post to my account. So my advice is to use a prepaid loadable card. Not your Bank's card.

Called customer service and the agent agreed it was all wrong. They created a new line and there were no charges for phones. They created a case number and assured me it was obviously wrong and that it would be changed. Of course it wasn't and I was auto charged the wrong amount and the case was denied. So I open a new case and they say that I am past due and owe them money when they owe ME money, then they try to sell me cable tv service. What is wrong with these people?

I think the repeated cases of the same issues shows a pattern of deliberate fraud. They overcharge people and if they don't fight to get what was agreed to, they win. The original phone call to change the service is recorded, they know what the agreement is but are lying and overcharging me even though it has been brought to their attention. From what I see and hear this is standard OP. I'm stuck for now but won't be forever. I will leave as soon as possible.

So we decided to go to a new company. We don't need new phones so we called and they said the $200 remaining for our phones (together, not each phone meaning we've had service for awhile obviously since they're almost paid off) had to be paid to get the unlock codes and we'd get them same day. Okay. So we paid it. Now they're refusing to give us unlock codes for 90 days even though we own the phones out right now. And because we paid that much on our phones, we can't pay the next phone bill! I am very eager to cancel our account with ATT and am probably going to even just buy new phones so that I can be done with them asap cause this is ridiculous!

Misrepresentation after misrepresentation by numerous sales flunkies, bad implementation, poor execution, a lack of personnel training, shameless lying and purposeful deceit, a general lack of anything close to customer care, and an unwillingness or inability to fix self created problems has me closing & moving my account after one week. I am surprised that the entire relationship came apart so quickly but the new ATT is really that bad. Save yourself the time, cost and grief by selecting another company to provide you cell phone service. They are all bad but ATT is establishing the new low standard watermark in the industry.

The man in NYC who supposedly runs things was a nightmare to deal with too. He basically yelled at me and then did nothing. I had to call 40 more times and then I finally get something proper and appropriate promised to me which temporarily stopped my hating AT&T. But then talking to their customer service leader who told me I was not getting what I was promised just made me hate them with even more intensity. These people know nothing about service or professionalism. They are a disgrace and I detest them all. I wish they would all step off. KEEP AWAY from AT&T. THEY ARE AN ABOMINATION AND THEY HAVE NO ETHICAL STANDARDS WHATSOEVER. NIGHTMARE!!! Better yet, toss away your cell phone and bills. Go old school! It is cancer causing to use a cell anyway. ** them!

Corey took the key and took out my old SIM card from Virgin and put in the AT&T SIM card. He was telling me about other plans but I knew I wanted the prepaid/no contract for 50.00/53.13 with taxes. He asked me for my license, which I gave as he took pictures of both sides and then he asked for my debit card which he stuck in his iPad (no receipt given). All fine and well so I thought. Then he hits me the phone is not unlocked. That I needed to purchase a phone through them. I said, "Well that is not what I want to do and that is not what your representative online told me." He told me I could bring the phone over. Corey in a snide voice said and he also said, “You had an appointment with us.” I said, “Your customer service rep told me I could do this.” Corey said I could not use the phone or the text and that the only thing that would work would be the internet. I told him I was going back to Virgin mobile and I was mad.

I walked out and then realized I paid for something I didn't have so I walked back in and told him I wanted a refund. Corey told me, that I needed to set up my account and to call customer service and they would give me a credit. That they don't give credits in the store. I felt I was scammed. I was very upset. I couldn't believe the service I was getting. I went home and called the customer service who didn't listen to me and had me on mute for an hour. Her name was Andrea. I then was able to talk to a manager but come to find out it was the same person claiming to be a manager. Finally she got me the floor manager. The floor manager told me I needed to speak to the manager of the store and he would give me a refund. Very annoyed at this point. Just getting the runaround. I reactivated my service with Virgin Mobile.

January 4, 2019 my husband and I go into the store and speak to the manager and he claims I told the rep Corey that my phone was unlocked (how would I know if it was or wasn't?) and that it was non-refundable. I paid with my debit card 53.13 which could not be refunded at the store. I want my money back because I never had the service or an account but I was charged for it because it was a prepaid plan that I was going for. So did they steal the money? Maybe you should look into your workers because that does not seem like the right thing to do. I have been in customer service for 30 years and I NEVER heard of such a thing! I want my money back or like I told him a phone case on AT&T. They are thieves in my book. I couldn't stop payment with my bank because I paid with a debit card so it automatically came out of my account.

Fast forward 3 months still getting charged for the second phone. When I called the 1st time, I was informed that it was a simple mistake that could be fixed and I needed to follow up with a call the next week. The following week I called back and was told (very rudely) that it was my mistake and that nothing could be done since I don't have At&t internet or cable services (At&t internet isn't available where I live). This representative hung up on me. I called right back and talked to another representative in the customer loyalty department. I was told I needed to go back to the store and have the store manager send in a request for the error to be corrected. So I went to the store to find out the current store manager is new and wasn't the manager when I got the phone, that manager was no longer with the company.

Was told that the particular location had a lot of issues and the new management was working hard to correct it, the new management apologized and said he would do what he could to fix the error that had occurred within his store. Ultimately he was unable fix it since he was new to the store. Ending up with a bill over $300 each month is NOT something I would have ever agreed to. The fact that At&t customers service has made it out like this is my fault, when I was told by the salesperson something that is obviously not true just to make a sale is unacceptable. As a customer that has always spoken highly of great service, in store and over the phone. At&t I expected better from you.

I explained how I called them BEFORE the auto pay came back and I MADE the payment and I set up new autopay. She said, "I understand what you are going through." I said, "There is no way in God's green earth that you can even begin to understand what I have just been through. I just took care of two people that died, 1 being my best friend and the other my husband of 29 years." She had the unmitigated gall to say VERY CALMLY, "DON'T WORRY. THE PAIN WILL PASS IN TIME" or something asinine along those lines. I think it is time to SWITCH MY HOME PHONE, MY INTERNET AND CELL. Unbelievable...

I called corporate to let them know about my experience, and have them re-adjust my bill to the price that the representative promised to lock in, and they said they cannot do anything at all to lower it & that there are “no promotions” at the time (something they always say to their customers which is untrue), and that all they can do is adjust it one time this month.

After a couple minutes I told him just go ahead and do the one time monthly adjustment and I’m going to see if we’re canceling or not, and they tell me that they “never said such a thing” and that I must have misunderstood!!! They are complete crooks. They just want your money and that’s it! Quality of service is HORRIBLE. My Internet doesn’t even get 1/10 the speed of what I’m paying for! And I have basic cable that they’re trying to charge an arm and a leg for. Thank God, I just discovered that Comcast is now available in my area. I will be canceling services ASAP! Beware of this crooked company!!!

I canceled my AT&T service and quickly sent an escalation to their customer service and I was contacted by their service office TWO days later. Guess what, yep. “I apologize, our manager won’t approve for the expedition to send the technician out, so the next available date is still 1/6. Would you still like to place the service order?” Um... NO THANKS!!! Called another provider and got the issue resolved the next day, better service, better price. Congratulations to AT&T for losing another long term (9 years) loyal customer.

Next morning, no home phone service. My wife cannot work. After 4 hours of being on the phone with them they finally tell me why they can't just turn it back on, because they sent a tech out that night and physically disconnected the line to our house! I was not delinquent, it was 100% their fault it was not recorded, and I wasn't refusing to pay for what we used, I actually called trying to give them our money. Why is this a problem? Now they took TEN days to send another tech out to reconnect. My wife missed 7 straight days off of work. She was almost fired, and as a result, was not permitted time off for our anniversary.

Eventually we work out getting home internet from another provider and having her work do VOIP and cancel the home line as well. They lost half of our business. Now we switch to another cell phone company, I paid my bill in full Dec 14th. Billing cycle ends Dec 24th. We cancelled on Dec 27th. Guess what, their "suggestion" is that if we didn't want to be charged for a full month of service when we only had it for 3 additional days, then we should have cancelled ahead of time! That's right, cancelled 3 days into a billing cycle and being charged 100%. Criminals. Charging for a service that wasn't rendered simply because they made you sign it when you started with them 3 years prior. A small sampling of the problems you can look forward to while "being the best part of AT&T!" That's funny, the best part of AT&T, doesn't work there!

Spoke to customer who essentially tell me there's nothing that they can do to giving me a "set" date for my billing cycle. Someone else from ATT called, when I told them that I was going to look into switching to another phone company, and told me that I could pay extra for additional service to cover additional (meaning to have coverage on the days when months occur on the 31st). Monthly, means monthly to me!!!

This is a HUGE company... The fact they are not equipped to deal with phone numbers from a variety of states is concerning. Their customer service department hung up on my husband twice and just kept acting like it was totally appropriate for them to tell us to travel 2000 miles to deal with this problem. Why on Earth would I travel 2000 miles to stay with such an awful company?! I’ve never felt less like a customer and more like a prisoner than I do now with AT&T.

One of our previous cell phones through Verizon was new and had a $184 buy out. The sales rep took the new smartphone and provided information for getting back $143 for switching. That was in June. We are still trying to get that money back. Next, only one of the TVs attached to DirecTV worked. The other four TVs did not. After several calls and service visits, they admitted that our home was not comparable, so we had to go back to Comcast/Xfinity. It took them six months to figure this out. Now AT&T has billed us a $180 early termination fee for DirecTV and $130 home phone tied to the internet.

This has been a total nightmare as we are elderly and on a fixed budget. Yesterday, I spent three hours on the phone with the DirecTV side who agreed to waive the $180 as well as refund the payments on the TVs that never worked. I spent an additional hour on the phone with the wireless phone side of the billing. They basically told me "not their problem" just pay the $130 penalty. WOW! Kevin was so unprofessional.

I've left feedback on their site and have not heard back. I did try to speak to his supervisor while I had him on the phone, he casually left me on hold and then came back to tell me there wasn't anyone for me to speak with at that time and he could give me a call back number. I didn't need a call back number. I'll visit the actual AT&T store today. I'll also visit the BBB online and let them know that AT&T wants $omething for n0thing.

To date I have spent 80 hours on the phone with customer service reps. and their supervisors who promise you everything is taken care of when in actuality they want you off the phone and they lie. It was now, 11/15/2018, receiving bills for $390 and threats to have my service disconnected, which I had already cancelled on 10/15/2018, and threats of collection. The only way I was able to get results was to take all the paperwork to an AT&T corporate store. The manager there was very pleasant and understood the problem right away, apparently I was not the only one to experience this problem, made a call and said it should be rectified in a week.

I waited 9 days, no word from AT&T, returned to the store, now the bill has been approved to remove the cost of the phone they lost but has to have a second approval and that will take another week. I waited another nine days, no word from AT&T, back to the store, it is now 12/14/2018 this all started on 10/17/2018 about 2 months prior, finally resolved, but I am now threatened with collections because I'm late for a bill which I never received for $21.90 for the 4 days I had the AT&T post-pay account and a late fee. The bill came from AT&T 9 days later.

Now that I want to change carriers, wouldn't you, they are holding my phone hostage refusing to release numbers needed to switch because I haven't had my phone in use for 6 months. It's my phone, what I do with it is none of their concern, but somewhere in the fine print, that only an attorney could find, is a clause that states you must keep the phone active for 6 months, I said the phone will be active just not with AT&T they refused. So be forewarned my boll is still alive and well living at AT&T.

Finally found someone to "open a case" and send it to some "backroom office", with the promise of a refund of $850 within 2 days. No refund. Continued calling almost every day in December, wasting hours, repeating the story, spending hours on hold, hearing that someone is "working on it", "my supervisor is busy", "please hold" and "thanks for being a loyal customer". Well, 6 months later, I give up, which I suspect was their hope all along. We will leave AT and T and I'll spend my life telling everyone about the awful customer service. AT and T should be ashamed. Don't get involved with them under any circumstances.

As of this CSRs from numerous departments, partial credit of 50$, and another scattered other ones to next month's bill but instructed that they can't give credit on past due balance and I need to set up payment arrangement for -89.00 past due balance or services will be suspended. So this started on DEC 17. My account should have been $0 after my payment and by Dec 22 I've still not gotten my account balance credited to $0. AT&T once again broke their agreement with me which doesn't surprise me, and my services are going to be suspended even though I did everything 100% the way AT&T and I set in the terms of our agreement.

I've spent 14 hrs on the phone over 2 days literally. The agreement still hasn't been withheld on their end. I've been offered nothing other then a Samsung J3 when up until this I was eligible to upgrade my phone and tablet but now I cannot. My service is about to be suspended again and AT&T breaks their contract with me again and nothing happens to them. There's no accountability, they do what they want. For once I would like to not be the one that pays with my time and energy to get them to follow through with what we agree and them pay for it.

I absolutely cannot stand how much crap I have to deal with from them and that they can get away with it. I would not recommend this company to anyone. This has happened numerous times all following the same behaviors. Reps over the phone will literally say anything whether they actually can do it or not. My next step will be arbitration because I will not fight with this company again over the phone for another 3 months like last time to fix THEIR screw up and hold to what THEY agreed.

When I called them to rectify the situation, the rep I spoke with said there were no notes saying that AT&T was going to give me a $300 gift card; and there was also no such promo, so the actual bill is $300 instead of $104. I called and asked for a supervisor and the supervisor told me the same thing, that there were no records of a conversation with any of their reps that I was being given a gift card to cover the cancellation from my previous service provider. When I said I just want to cancel my services with AT&T they hit me with cancellation fees. Ugh! This is the worst experience ever! They lied to get me to switch to them and now the only way out is to pay them to cancel it. If I knew this is how it's going to be, I never would have switched to AT&T.

My current bill I actually pay $80. So he told I would be paying $80 + $52 for the upgrade and $30 for 2 months for the line added. So in total $160+ with taxes for 2 months and third month $30 would be discounted. YOU KNOW WHAT IS MY FIRST MONTH BILL. NOW $357. When I talk to the customer care nobody is ready to help and telling me to go the store and catch Jason and he will give my money back. How can I put a Fraud case on Jason. Can anyone please help me.

Next chapter, I go to AT&T Wireless. My husband and my nephew got a free phone which they needed. They started me up on a plan where I got a certain percentage off because of auto-pay I got a certain percentage off because no paper bills etcetera etcetera etcetera amen. Lo and behold I am in a dead zone everywhere that does not have Wi-Fi. The plan that I had was unlimited data so I did not need Wi-Fi. However I was in a dead zone. Let me tell you what a dead zone looks like instead of saying 3G 4G at the top it says h and there's no bars.

Too bad only a certain amount of my texts will go through. In fact I had been finding that up to 50% on my texts were not going through to the people I sent them to. I come to find that if I send one sentence text at a time that most of them will make it through eye contact AT&T and they don't even send me to an AT&T technician. Guess where they send me Asurion. So in this situation unlike Verizon who actually has a text to, AT&T does not. They just automatically send you to Asurion. I was trying to run run run away from Asurion.

Okay now let's go on. I have a Moto Force Z2 Droid with Moto mods. So when I signed up with AT&T I did not hear my phone was a problem. The many times I called them the second store the third store and then finally the fourth store the woman said did you realize that your phone is not compatible with AT&T. Really now... Now you know for certain that there's no way in heck tuy that I'm going to buy another phone when I have an amazing phone with Moto mods. You see what I'm saying.

So when the fourth person who was actually able to tell me that my phone was not compatible said that, "Oh I think I can do something to fix those." Oh yeah she fixed the age to say 3-G and when I got home I couldn't make any phone calls. Couldn't send any texts could not send any emails. I went back to that store and a very not so kind way. That woman was so high and mighty that she can fix my phone and she made it completely unusable. And then I had to wait for 5 hours to actually get her to put it back the way it was. Yeah 5 hours is an exaggeration but it was a way too long.

So I call AT&T yesterday to get the breakdown of my bill because for some reason when I looked at my bill online I could only find mine and only one of the other three people's bill amount and I need to have it broken down so two people can pay their own plans. When I told this person the horror of what happened what did she offer me well how about if we bundle DirecTV and AT&T landline with yours and save you some money... Really are you kidding me.

I let her know that AT&T and AT&T Uverse robbed us of over $200 when we shut them off because we did not have him money for those things and they just kept billing us and billing us and billing us and in order for it to not go to collections we ended up having to pay that over $200 that we absolutely did not owe. I asked if there was any way to get out of AT&T and go to a different Wireless plan. you will not believe this we brought my phone in as a paid off phone from Verizon and she said in order to end the AT&T plan on my phone alone it would be $700. And also just to add when I turn my phone on it says Verizon...

I believe wholeheartedly that they should let us go free of charge for all phones including the free ones because of their huge screwup. I'm not even knowing that my phone is not compatible with their systems. The fact that I could be in a dangerous situation and yes maybe I'll be able to call nine-one-one but I won't be able to call anybody because I'll be in a dead zone cuz there's no Wi-Fi.

All I can say is stay far far away from AT&T whether it's their wireless DirecTV or the landline. Stay away from these people they're horrible people. All they care about is their sales. They're horrible horrible people. They made a huge huge mistake not saying my phone was not compatible and now I'm stuck and I'm screwed. It required me to put in a star so I put in one star but it actually should say 0 Stars the worst company ever.

I have been promised that I would be called back on 4 different occasions and that never happened. I have all the dates and names of everyone I have spoke with. I have spoke with supervisors and probably every department that they have and every time I get another story. I have been at this for 5 months and have gotten nowhere. The in-home sales rep can tell you whatever they want to get you to switch and they will not honor it. I have text proof!!! Switching to them was the BIGGEST mistake we have made with phone service providers.

I was on the phone for 30 minutes. I got transferred to 5 different people. Had to repeat my story 5 different times, just to be told that they couldn't help me and they would transfer me to someone who could help me. And then I would have to repeat my info all over again, and nothing got resolved. I still don't know if my plan was finally canceled. We somehow got disconnected, while I was on the phone with the fifth employee. I am sure I will not get a refund. They will probably keep billing me. I have been an AT&T customer for at least 15 years. This is how they treat me?

So my choices are keeping the AT&T service for 60 days, which will cost me right at twice the amount my T-Mobile plan costs, or buy a new phone from T-Mobile and port my phone number over to it. I don't want or need a new phone. I own this phone yet AT&T will not let me use it. They need to train their reps better. Why did it take 4 or 5 phone calls to find out what they have done to me? I spoke to a supervisor and she gave me the same story "we understand and are sorry but it's AT&T policy". Well it's not my policy. If this had been my fault I could understand their stance. But they created this situation yet I am the one that has to pay for their mistake. They could unlock my phone with a couple of keystrokes yet refuse because "it's their policy".

They lied about the military discount. They told me if I know anyone who's in the military, they will apply 25% discount. I went to the store with my brother who's in the military. They said he is suppose to be the owner of the lines so I have to transfer all lines to his name. I was so lucky I didn't activate the lines yet so I went to back to Sprint; AT&T VERY BAD COMPANY... THEY DON'T RESPECT THEIR CUSTOMERS AND THEY DON'T STAND BEHIND THEIR WORDS.

I have been a customer with AT&T for over 10 years, and have told everyone how helpful they are, and that I've never had any of the problems that I hear of others having with other providers. Regretfully, I inform you I was wrong. In the past 4 months, a new account was started that I had no access to (instead of transferring service), and it took 4 individuals 3 hours to figure out why, a line was added, 3 total phones sent (only one of which I attempted top order), and I have paid sales tax on all. AT&T cannot communicate with themselves let alone their consumers. A scripted conversation that loops around to get to the root of an issue that is "documented in the notes" is no way to handle a situation. 2 separate cases have been opened, yet when I lead with offering that information, I am still brought back to the basic questions that have been answered countless times.

Where did that phone came from? Probably nobody knows. When I went to ATT store to be able to talk with a person, as expected he told me that there is nothing that he can do. He offered me a phone to buy. What a great idea! I understood that your company is only good while I am paying. When it comes to get the service that I paid I cannot imagine anything worse.

We have explained this to at least two supervisors and many representatives in the last week and every ATT worker says it was applied; even though EVERY representative and supervisor REFUSED to do the Simple Math of ALL the items on the statement with us. It is apparent ATT will say they did something (by putting it into the statement) but they do not actually APPLY their CREDIT to the customer's account. And every representative and supervisor REGURGITATES what is on the statement. No one does the actual Math and they refuse to!

Anyway, we asked them to reschedule it, and they did for next day (Tuesday) between 1-3 pm. My husband left work early to be at home when the person would arrive. No one came. When we called the service desk back, they had the same excuse. No request reflected on their system. For Christ's sake... either your associates are lying or your system is broken. The request was rescheduled for Wednesday by them, no one arrived again. For us it felt like the only task was to keep waiting for them at home, not being able to step out, keeping aside all of our other work - just for an internet service installation. Anyway, Thursday, they finally sent a technical service associate, who checked our house and said there was no fibre optic line, so he would have to do a copper wire installation on Saturday.

The request was updated online and we waited until Saturday. No one arrived on Saturday. We were so annoyed by now with all this back and forth that we really decided to drop availing their services. However, the customer service associate assured that someone would come on Sunday and do the installation. They also performed credit check twice on us, without providing us any service through the whole week. You can imagine how frustrating that is. On Sunday, we got a call from a technician mentioning he couldn't do the installation because their system reflected the request as a repair work, whereas ours had to be new installation. The customer service associate said though that was the case, the technician should be able to help. The technician said NO. Now basically here we are dealing with a company whose two departments have no clue what the either one is doing, and it is the customer who has to suffer because of all this.

I have never ever dealt with such an unprofessional company and its employees. And I guess this is a pretty common experience for all users considering the number of bad reviews I have read. Strange that AT&T doesn't really care fixing this. We have had enough. We have literally been through hell talking multiple times over the phone with multiple executives of AT&T and getting no results. I am not going back to AT&T. I really think I should sue them for the mental torture they have put us through. We have decided to go forward with some other wireless service format. AT&T, I really hope you learn to value your prospective and existing customers.

Initially I had no desire to switch service, but after explaining to a CS rep about my family's data usage she asked if we would consider switching..I was originally speaking with the rep about our Direct TV bill which is now run by ATT. In the course of this conversation she offered the BOGO promotion which appealed to me because we were ready for some upgrades on 2 out of 4 lines of our current plan. How about unlimited data I asked? How much? She said, "Well... because we are running this special we can offer you unlimited data for FREE!" Well sign me up.

So to confirm, I was offered a galaxy S9+ (which is the one that would be paid for) a Free S9, and free unlimited data over the 30 month plan. The next thing was that I wanted to confirm that all 4 lines would be ported so that we could keep our same numbers. (I've had my mobile number for 20 years) "Yes sir, no problem. All four numbers will be ported." Great, let's do it. Somewhere at this point the call was dropped. Now we are stuck in the abyss of getting the same person back on the line which is darn near impossible.

Two days go by, no email. Third day we call back. "Yes sir, we see an order was set up but you did not respond to the email that was sent to you." I never received an email. I replied. "We are sorry, well sir let's go through this again." Set up the order a second time. Waited 24 hours and again no email. I call back one more time. "Yes we see you set up an order, I'm very sorry sir..."

Another two hours later we are assured the order is set up and for good measure we even placed a considerable down payment on the new account via our credit card to try and minimize the monthly cost of the S9+. They gladly accepted our down payment. The woman then said, "All you need to do is accept the terms via the email we will send you." No email again. This repeated itself many times (along with more dropped calls) and it is worth noting every time I spoke with a different person I asked them to reiterate what their notes said about our new plan, specifically the free unlimited data. Each person confirmed the data would be free.

At some point I received the two SIM cards I would need for the older phones, but did not even open the packaging. No phones in the FedEx package. I called again last night to verify that the phones were promised on a Wednesday, it was now Thursday. Keep in mind it is 16 days later from the original phone call. Last night I was told there was a problem porting one number, and the shipment would be delayed another six days! Now I lost my cool and told him to forget this whole thing. My exact words were. I'm not even a customer yet, and your CS is this bad already! Are you serious?

He placed me on hold for ten minutes and then returned to tell me everything was worked out and they would expedite my phones out that night, and that I would receive an email with my tracking number. Ok, I won't hold my breath. Thank you, goodnight. No email this morning for the fifth time. I then called to check the status of my order. "Hello sir, yes your phones will not be shipped out for another six days, there's a problem porting one of your numbers" What a joke... I then casually asked the man if he could tell me how much my data plan will cost..."I see right here sir, it looks like you will be getting a discounted rate on the data..." Not free, I asked. "No sir, we would never offer you free data, I don't know why anyone told you that" Thank you. Cancel my order. Now! "Can I ask why you want to cancel your order sir?"

This company is a train wreck, none of your information syncs up from one rep to another so there is constant repeating information. I'm so happy I never received the phones and activated them. I would have been locked in. The rep told me there would not be any hidden fees for canceling the order and that our CC would be credited back the down payment. When asked where to ship the two SIM cards back he said that would not be necessary. We'll see. I'm going to my nearest Verizon store and buying them the biggest box of doughnuts I can find.

I wasn't told that on day of purchase. But was told on day of return that it was on back of receipt. I got really pissed off and told them that I wasn't going to pay and that they could shove the modem up to where the sun didn't shine. I threw the box with the modem on the floor and left. I was also told that I would get billed for the recycling fee. I told them, good luck with me not paying them. And that I was going to report them. So, if a person wants DirecTV service it has to be paid with a credit card, NOT debit card and if a person returns unused products within 14 days of purchase. They get charged a bogus recycling fee for a brand new unused product. SCAM SCAM SCAM.

You would think everything is good there. In middle of October I get a text message saying they have not receive the phone yet and will be charge to my account in full if not receive by end of October. I called right away and they assure me it would be ok. Just give it some more time. 2 more weeks go by then and I received another text message saying the charges are going to put on. I called back and was giving a runaround and finally I use the text service and was assure they got the phone and will remove the charge. "Don't worry you are in good hands."

By end of November I check my statement. I'm charged 1100 for the new phone. Called back and was given another runaround. They stated they are going to open a new urgent case to get this resolved. And will be done within 48 hours. Now it's December 4th and I called back and there's still no answer. Spoke with customer service. They transfer me to retention department. Giving my story the 8th time and the retention department said I would have to speak with secondary sales support team.

And giving my story one more time they say, "Don't know why it would be transfer to this department. You would have to speak with customer service department." So after been transferring 4 different department and giving my story 15+ time with 10+ phone calls made. Nothing is accomplished. I'm done. It's crazy how a customer who have done everything right by them have to do all these work so ATT won't screw them. And at the end ATT wont do anything extra to remove the charges.

Fast forward to the Tuesday before Thanksgiving. My family needed two phones to replace phones that were not working correctly. We went to our local store, and I talked to a nice gentleman that told me there was a b1g1 sale going on. Through our conversation, it came up that we should be receiving a military discount which would be 25% off of the $80 plan. He said once we received the discount and I was dropping insurance off of 1 phone, that our bill would only change by $5. Our bill is usually $280+$25 (installment for 1 new iPhone) - $20 (military discount) - $8.99 (insurance that I removed from my phone). I repeatedly asked if there were fees involved with switching, if there what the catch was to get a free phone, and was he sure that my phone bill would basically stay the same. He said that there would be no further charges, and he was sure that my bill wouldn’t change by more than $5.

We bought the phones and went home. I needed to call and cancel one of the phone numbers because that was a requirement to get the B1G1. We had to activate a new line. I called the company to cancel the one line and went ahead and asked what our bill would be. The person that I talked to said that the plan we were on only let us have a 15% discount, and the discount wouldn’t take effect for 2 months. I told him that was not what I had been told. He also explained that I would have to pay 2 installments of the “free” phone. He decided that our bill would be around $315 dollars. The next morning we receive an email that tells us of all the changes that we had on our account and that our bill would be $500 in Dec and $430 after that.

I phone chatted with an employee with the company. He said that he doesn’t know where the totals came from but that they are wrong. He said my bill would be around $251.98 before taxes. Taxes add around $40. I then called the company to verify that. The service person that I spoke with said my bill would be $303. The day after Thanksgiving, I called Lisa **’s office to find out if she could figure out exactly what my bill would be before the 14 day return window is closed. She was out of the office and gave another number to call if there were problems. I called the number and left a message explaining everything that had happened. I received a callback when I was working and couldn’t answer. The woman told me that the plan I was in did not qualify for military discounts and that I need to go look at past bills and figure out what my bill would be on my own.

I called back and left her a message that I would do that but I am receiving conflicting messages so I really don’t know how to calculate it. She called back and left a message that said for me to go return my phones that it was crazy for me to think that I would only have to pay a $5 difference for 2 new phones. She also said that she would not help me like Lisa ** did by giving me a credit. I called and left her a message explaining that I did not ask for a credit. I asked for a total that should be easy to give, and I wanted the truth. She never responded back.

I emailed Ms. ** and told her about the confusion going on and the other woman called and left me another message saying that I should be able to figure the bill out myself. I’m almost over my 14 day limit and I still do not have answers. AT&T is the master at the bait and switch. They will tell you one thing to get you hooked and then switch when it’s too late to do anything. I am very frustrated!

They also told me I needed to file an identity theft claim with the Federal Trade Commission, a Police Report, and any information being requested needed to be submitted in writing and mailed or faxed to them. They then stated it would be thirty days before they would send my requested information to me. I then gathered all the information they stated I needed and then faxed it to them. I called AT&T Global Fraud department to be sure they receive my fax as I had a confirmation fax, but of course they stated they did not. I then re-faxed the information to them again. I called them after I faxed the info again. They said they did not have all the information they needed which was not true. So I then faxed for the third time. Keep in mind we are now into October, 2018.

I called AT&T Global Fraud Center. They stated that they received it and then told me I would need to wait thirty days to receive my requested information. She stated AT&T Global Fraud Center had thirty days to submit my request by law. Thirty days passed. I contacted AT&T Global Fraud Services on November 30, 2018. They said they had no information for me. I was so frustrated. I said I was going to contact the Attorney General's office and file a complaint against their company as well as the Better Business Bureau. The woman on the phone said, "You should do what you have to do." She then said, "I hope you have a Merry Christmas," and she hung up on me. I have not received any information I requested by mail or email from AT&T Global Fraud Services and I don’t think I ever will.

Also AT&T ran a hard credit inquiry on me with Equifax. I requested that be removed by AT&T Services. They agreed to remove it. When I contacted Equifax, Equifax stated AT&T Services never requested the removal of the hard inquiry. AT&T Global Fraud Center does not care to cooperate with me in helping me identify the person or persons that used my identity. This identity theft happened in July, 2018. It is now December, 2018 and I have not heard anything back from AT&T Global Fraud Services. I feel AT&T Wireless Services is trying to protect themselves against any repercussion for their inadequate screening of a person or persons attempting to fraudulently buy equipment and service from their company.

TL;DR - installation windows are a lie. AT&T will dispatch people whenever they feel like it. Don't bother scheduling around the window they give you. You may have to sit around at home all day because they will come whenever. And if they come outside the window, they can always reschedule you... For next week!!! To preface this, please be aware, my wife and I are pretty reliant on home internet to do our work.

The installation date rolls around, and no one shows up in the window that was stated on the email confirmation (8 am - 12 pm). I called later that afternoon after my wife confirmed that no one came, and they said that the date is just a suggestion, but they are going to get us in the next day between 8 am and 12 pm. Alright, one day isn't so bad. The next day, I had a company event in SF, and my wife had an event to get to in the afternoon. She was able to be there in the morning, though. Noon rolls around, and no one has arrived yet. In the middle of the afternoon, I finally receive a call from the installation expert saying he is on his way. I asked him what happened, and he said there was nothing he could do - he was at the mercy of his dispatcher. I understand, although, I am still a bit frustrated.

I call the contact number on the contact information number to ask what exactly happened with the schedule. The person apologizes and says he will look into what he can do to see if an installation can occur later in the day when one of us was home. He tells me to hang on for 3-5 minutes. 14 minutes later, he comes back on the line to tell me to keep my line available around 4 pm. They will call me around then for installation. So at this point, I think we're in the clear. Cut to next scene - I am back early from work to catch this installation person. Clean up the apartment since we still have moving boxes everywhere. 5 pm rolls around, and I run into our community office friends to tell them an installation expert is hopefully coming. They mention that the person better hurry since they all take off at 6 pm, so if the installation expert needed any access to special electrical closets, one of our office friends needs to be around.

I decide to call AT&T to find out the status of this person and to update them that the window to get the installation done today is quickly narrowing. The representative listens to me while pulling up my file to confirm the install, and then utters the very sad words... "Sir, unfortunately..." And I knew what that meant. So I ask if they are pushing us to tomorrow morning to which the representative responds: "Actually, sir, the earliest available appointment we have is a week from today."

WHAT!? So you are telling me that you miss your own stated window TWICE, and now we have to wait a full week for an internet installation? No, thank you. I tell them to immediately cancel everything. Do not charge me for anything. I do not want anything to do with AT&T. Tell them I am switching to Comcast immediately and hang up after the post-chat pleasantries from the rep ("We appreciate your service."). Yeah, right. I am not even a big fan of Comcast, but let me tell you: They have a blanket network in our area that you can access if you sign up for services with them. After hanging up, I immediately hopped into my phone browser to look at internet packages. Signed up for one that would be installed in 2 days, and even managed to access the internet immediately on the public blanket network. I don't know what I was thinking. Not worth gambling on AT&T.

So coming to the current bill they overcharged for everything and now when asked why there is a difference, they would send some links and say they are valid charges. How can they fool customers with these charges. Am so fed up asking agent to agent on why this charges aren't told when enquired about switching to new plans. So that time they don't want to lose the new lines that are added and now since we joined they are least bothered thinking customer will pay anything they put on the DAMN BILL FOR THE BLOODSUCKING CHARGES. SCREW AT&T.

This is absolutely outrageous and unprofessional! When I told them I wanted to returned the phones, she said I would still have to paid for them. She added she could help me by giving me another option to add a 5th line and get that phone for free. How would that help me lessen my bill! Yes! They bs you left and right and try to confuse you! They record only what is convenient to them and refuse to solve the real problem that they solely cause! I am disgusted by AT&T! I have been a loyal customer for years and never have been late! And the only time they offer me something for free, they screw me up! BE AWARE!

Because it happened before, they're not going to return the money that you already paid to them even if eventually they'll remove those illegal additional amount that they charged you. It was like 4 or 5 months ago when I bought a new cheap phone and they charged me an additional amount monthly for extra insurance which doesn't make sense 'cause I have a more expensive phone and yet I didn't subscribe for its insurance. So why should I get an insurance for a cheap one? So I just filed a complaint to Federal Trade Commission and after maybe a week I will follow with them (FTC) and try to find out what was being done.

So reading from all the complaint and negative reviews here I can safely say that AT&T has this lousy practice of neglecting their customers' complaint regarding illegal charges and not returning money. So I urged everyone that has gripes and complaint with AT&T poor service especially when it comes to resolving customers' valid problem to file their complaint at FTC.

The Logan office is staffed with bored college boys, seldom making eye contact, looking constantly at an iPad, the wall, and a total non-commitment to listening. Because we were unhappy Spencer told us he would "give" us 2 new Samsung Galaxy phones. With Sprint cancelled (we had to keep walking across the street to Sprint in order to disconnect service. The Sprint employees were extraordinarily polite and helpful). After four hours we were left with only one phone connected to AT&T and then were told they were out of phones for my husband (who is not retired).

OUTCOME: One phone finally connected to AT&T and we were about to discover that the "boys" and Spencer signed us up for the wrong plan. We waited WEEKS for the other phone and my husband finally went to AT&T in Lufkin, TX when he was there on business and that store took good care of him. During all of this we were talking with exec in the San Antonio headquarters. Got nowhere other than a "shape up call to Logan store." We thought we signed up for the unlimited plan. The initial plan was incorrect (another bored college boy, 3 more visits, still not fixed). We were running out of data usage and the bill included a non-existent phone that my husband did not have and a $70 dollar hook up charge on his non-existent phone.

NEXT: 3 weeks ago we went to SLC, UT to the AT&T office on Foothill drive. Tommy was helpful and we thought the plan was corrected. A few days later, however, my husband can't call out or receive calls when he answers his new phone. He can see the calls but can't take them. So we go to a different AT&T store south of Logan, UT (remember we are driving from ID). Manager was helpful, reviewed plan, seemed to have problems solved, assured us we were on the unlimited plan and his personalized attention was excellent.

NEXT. Today I am getting over-use DATA warnings AGAIN. We are supposed to have the unlimited plan!! And calling the AT&T help number simply gets me to a robot and no matter how much I ask or punch buttons I am unable to talk to a human. This has been a TOTAL NIGHTMARE and I would never, never work with AT&T again. Incidentally, since signing-up with AT&T I am getting endless robocalls, spam, trash, texts from unknown numbers of people. I NEVER had this problem with Sprint! The endless robocalls began when we switched to AT&T.

I am making one more call to get this account plan addressed and then it will be adios if we have one more single service problem with this company. Overall, AT&T is the WORST company of any type I have ever worked with. I have been an administrator of a huge agency and hundreds of employees. I am sincere in saying I would fire every single person in the Logan office and start over...with customer service training and an insistence of quality service and follow-up...which is non-existent with this company. Summary: AT&T does not care one with about customer service.

WHAT A LIE. I'M A DISABLED VETERAN AND I HAD TO CHOOSE WHAT TO NOT PAY because I couldn't afford the things I was being billed for. I had to stop paying on the DirecTV and wifi so I could keep my phones but I called AT&T and made a payment arrangement over the phone giving them a check to directly take out so I could have my phones going. The payment arrangement day came. The money was taken out of my bank but my phones were turned off. They told me I didn't make a payment arrangement but when I showed them an email they then said I had made an arrangement to pay the direct past due. They have really made it look like I was the one going above my means but I wasn't. They did me wrong.

When I checked my account, I was overdrawn for $150 due to a payment sent out for AT&T. I never authorized this payment and chalked it up to a glitch with the bill pay. There have been glitches with bill pay. I put money in the account at went to my bank and told them about the issue. They refunded me the overdraft fee and advised me to call AT&T. I called them as soon as I got home and they had no record of the payment. But since it had just gone out that day, it was possible that they just hadn’t received it yet. They advised me to call back in a few days.

When I called back a few days later, they said that they had no record of the payment. At this point, I decided to call my bank and see if maybe the payment was returned to them. It wasn’t but they said that they would look into it further and get back to me. No problem. They did contact me and set up a three way conversation with AT&T so AT&T could verify my information. The representative from AT&T got the information they requested and the representative from my bank asked if there was any other information that AT&T needed her to fax to them. The representative from AT&T said that they had all the information she needed and told us that I would receive the check within two weeks in the mail. The representative from my bank told me that if I didn’t receive the check in two weeks, call them back. We all hung up and I waited.

After about three weeks, I contacted my bank because I had not received the check from AT&T. At this point my bank decided they could no longer help me. I was getting the run around from them. I even went to the BBB. They were no help. I decided to call AT&T to see if I could get info. This is now mid-August. The girl I spoke to on the phone was stalling and trying to make small talk and even tried to sell me a package deal. I told her I just wanted my money. She then puts me on hold and comes back to tell me they can’t do anything for me because they need more information. By this time it’s been almost four months and I still haven’t gotten my check back. No one would tell me why.

I went to the BBB this time filing a complaint against AT&T. I explained everything that happened up to that point. Within about a week I got a phone call from a Jon ** from the president’s office. I was at work and could not answer immediately. I called them and he was not in his office and I left a voicemail. He emailed me and I responded to the email then called him back the next day.

When I spoke to Jon ** the next day, he told me that the refund check had already been issued and cashed. I told him that I had never received a check and then he said that someone cashed it and they would have to do a criminal investigation. Basically accusing me of lying. I asked who and where they sent the check to because I certainly didn’t get it. He then asked if someone in my household has an AT&T account. I asked what that had to do with whether or not I received the check. He said that maybe someone else cashed it.

I told him that no one in my household would cash a check if it had my name on it. He said again that they would have to do a criminal investigation on who cashed the check. I told him I would look into it and that what he was saying made no sense. I called my father at work to ask him if he had receives a check for $150 back in June. He told me that he would check. He checked when he got home and let me know that he did. It was made out to him and he had a copy of the check.

I called Jon ** back and he finally admitted that they had decided to post the check to someone else’s account and then when I asked for the money back four months ago, it was issued to the person whose account they decided to post it to. I told him that this wasn’t right because they got a payment in error and randomly decided to post it to another person’s account then give them the money. I also wanted to know why I hadn’t been told this from the beginning. I’ve been getting the run around for four months.

He said “oh well. If you think we are going to take money out of our pockets to give it to you, you are mistaken.” I told Jon that this was not legal. He basically gave away my money and that was it. Even though I had been asking for this check for four months. He told me that people make payments for other people all the time. I responded that when they do, they give authorization. He said “oh well. Go get a lawyer.” I consulted a lawyer and as expected they wouldn’t do anything because the amount was considered insignificant, and a lawyer wouldn’t bother. Even on the fact that what AT&T was doing wasn’t right.

Now I did get the money from my dad with absolutely no hesitation, but that isn’t the point. I was lucky it was my dad. But for months I was chasing this money trying to get it back and the whole time they knew what happened. How many other people have they done this to? And most of them have no hopes of ever seeing that money again. If I had a roommate that I didn’t interact with or a family member that I didn’t get along with, I would be out that money. This cannot be legal. I intend to let as many people know about this as I can. I am writing this in hopes that AT&T will be brought to task on this. They should not be allowed to get away with this. Something needs to be done.

Several weeks past and I received emails from AT&T billing department stating I owe for the phones. I contacted AT&T and explained that I never received phones or internet but they stated they could remove the problem if I reinstated with AT&T. I refused and called the fraud department again, they said their department was not responsible and sent me back to the department that transferred me. This time I did an online chat with a representative. I attached the online conversations in which the representative assured me along with her supervisor the problem had been resolved and I was no longer obligated to AT&T. However, since September I have received calls from Sun Rise Services, a collection agency who has threaten to place this on my credit report if it is not paid in full by November 18.

I contacted AT&T again via online live help to explain the situation, after texting with two representatives and a supervisor they gave me another number to call. I decided to do a review because I am not obligated to AT&T and now the collection agency is threating to place this on my credit in a week. I am requesting your help in this matter and I thank you in advance to whatever can be done.

That store directed me to another city to a corporate store. I went to this store. After 4 hour on the phone 3 dropped calls, they told the representative nothing could be done. They would have someone call me back. "Wait until they call before you pay current bill." A week later no call, so I e-mailed AT& T cooperation customer service with my cell phone # and home phone. I received a voice message and I have been called that number back twice a week for the six weeks. I e-mailed again and no one has called going on three months. I am not sure what to do next.

I am still paying for the 2nd phone (of the buy one get one free) and I have NOT received ANY of the credits and discounts they offered me. Given all of the negative reviews and the lies and the extremely high bills, I think a class action lawsuit is due. I never had this problem with Verizon and the only reason I switched was because of the promotion and the savings I was “supposed” to get but have not. DO NOT SWITCH TO AT&T!

My old provider was much cheaper and a better offer. I feel your company should not charge me for the time I had use this service. I did change back to my old provider and mailed your phone back. I had to pay for activation fee and a monthly fee to get my service cut back on. I just will like you to know you lost a future customer cause of your employee not be honest. I really don't know if this will be taken under consideration. But thank you anyway for allowing me to send this information to your company.