AT&T Wireless Reviews

Then all the problems started. First, they sent AT&T Trek device instead of the Samsung Tab E. I called them, and they said go to the store. I went to their store, and they said, "We can't exchange this, you have to ship it back, and we can give you the exchanged device over here." So I got the Samsung Tab E, and I shipped back the Trek using their return label with USPS. Now they are charging me for both those devices, and I don't even have both devices. I have the USPS confirmation that the device was collected by AT&T returns agent. Then the TV installation happened, and the package was just a basic package. So I called to confirm the amount and package. The phone agent confirmed the $165 for wireless+internet+TV+tablet and fixed the issue with the TV programming. So I started receiving the channels properly.

Then I saw on the myAT&T app that the bill/package amount was not right. And I called them, because I wanted to cancel because I was still within the 30 days. And they said, it's still going through their combined billing team. Ignore what the app says. Rest assured, everything is setup correctly. Our app often shows the wrong information, it will get corrected once the first bill is generated. And if it is not, just call us, and we will fix it. Enjoy the weekend, don't worry. Spend time with the family, and all. So I thought, well, this is a nice company.

Now, after a month, I see the bill for $600!!! I called AT&T again today, and now they are saying that there is no $165 plan documented. I asked them to pull up the previous calls, and they won't. Saying it's a different department. I asked for a supervisor, and they just made me wait indefinitely. I asked to transfer to their Complaints Department and they won't.

In between all this, I have had to spend 10 hours of frustration having to call AT&T multiple times, waiting on their automated machine, then their transferring between so many groups - mobile, U-verse, billing, combined billing, etc. This is the worst customer experience ever. And it's a ripoff!!! Another person in my neighborhood had said the same thing about AT&T a few weeks ago on Nextdoor, that they are running a ripoff scheme, and I did not believe thinking it is a large and respectable company. But something is seriously going on here, that needs major investigation.

Come in 3rd Week okay everything is fixed. It's because it take 1-3 billing cycle to get it combined. I was always making a payment towards "the account # I had on at&t." 3 month I get hit with $353 bill! I went in there I said was "Is this calls made here & there." ANSWER: "Well since your bill wasn't combined the 1st 2 months you have to pay each bill separately & you haven't paid DirecTV???" I told them they didn't explain that to me & it's obvious they didn't even know & they work for them. They didn't get nothing fixed but $100 credit & people tell me one thing (yes your bill will be $89). Others (no your bill will be $140) & if I want to cancel it's 400+, & what I didn't pay on those 2 months. BS.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Next day it was canceled. So I go to an ATT store and they accused me fraud and told me to go look for service elsewhere. Needless to say they terminated my account. So I call the fraud dept this morning and explain the situation, at which the lady tells me that I can get my account reinstated. I just would have to have two forms of ID. So I drive 30 plus miles today to another ATT store (who by the way were very kind and had good customer service). I was at that store for 2 hours. They had to call the fraud department back. This time the lady refuses to reinstate my service even after the rep told her it was in my files that it was supposed to be reinstated. At this point I'm steaming mad because I wasted 2 hours of my time and gas for basically nothing. I wish someone would have informed me that my services couldn't be reinstated. That way I could have save myself and the rep that time that could have been dedicated to someone else.

AT&T had already lied about the speed that I would get and it became increasingly worse. I have Hulu and Netflix and a 43 minute program would take 1 and a half hours to view as it would repeatedly stop and the little circle would go round and round. I could leave and go get something to drink and it would still be trying to get connected. If any of you are looking for high speed internet do not go with AT&T as I have found them to be the worst phone company that I have ever had dealings with. I have pictures of all of this if there is any doubt in your mind as to the validity of my complaint. I would add them however with my internet speed that would take most of the day.

Then I get a month after I cancel my services for $119 stating that was left over charges but really I only used 1/2 of the month of service so I should get money back. I accepted that. And then today I get a letter in the mail. Thinking I'm opening up a check. NOPE. It was another bill for $9. I called and some ass hat in customer service was about as rude as could be when I started to ask questions and was absolutely no help. He stating the charges are from long distance calls. I haven't used their garbage service in 2 months and he said I had long distance calls 2 weeks ago. Anyhow the moral of the story is AT&T is a garbage company WITH HORRIBLE SERVICE AND HORRIBLE CUSTOMER SERVICE. STAY CLEAR AND FIND AN ALTERNATIVE.

I visited the store again on Thursday as requested. The gentleman had car issues I was told and another rep stated that he would assist me. I upgraded my phone and during this time, this rep states that he doesn't know why I was sold the insurance for the 3 lines as paying the $7.99 for each line is the best way I should go. I changed the insurance coverage to all three lines as mentioned during this visit. I paid for the taxes for my phone plus a screen protector.

A few days later, my sister phones me and shares that her phone was lost and/or stolen at a restaurant. I called the 800-service line to learn, I had no insurance on two lines. I only had insurance on my line that I upgraded on April 6. I suspended the phone and contacted the store at Kirkman and Conroy Road. The manager comes to the phone and speaks to me as if I was not human. He has not apologized once. I was able to reach the guy who set the line up and he offered an apology and stated that it was his fault and he just failed to remember to add the insurance back. The manager asked me to come into the store to see what he could do. The actual rep shared that he would be leaving at 5:30. I left my office and got to the store approximately 5:13 PM.

I shared with another rep (who saw me coming in and approached me) what had happen and he proceeded to get the associating parties. Everyone comes out, the manager (no apology) says, "I can't place the insurance on that phone as I will lose my job!" I just sat quiet. He went on to say, "Here's what I can do for you. I can get the deductible paid by backing that amount off of the new phone. I am just trying to give you a solution."

Another gentleman chimes in and says, "Yes, you just need to get the problem fixed, don't you? He's offering you a solution." By this time, the rep who actually took ownership of the mistake approached me and stated that he was leaving and he was sorry and the manager is taking it from this point. At this point, I felt like I was being treated the worst I have ever been treated. The tone, the condescending mannerism and the unknowing what the end would be from all of this - as at this point, I didn't know who to trust.

I felt like if I did anything else in this store, chances are I would receive a bill that I could not get rectified and/or etc. This manager needs some training. You can't be a manager without a spirit of servitude. I had just purchased $1500+ worth of cellular equipment. My entire office is looking for a company that believes in service. Things happen, it's the sense of ownership and the resolution that makes the difference. I have called and left messages for managers to return the call. At this point, I have to get my elderly sister's phone replaced, it has been going on four days now. If you have taken the time to read this, suffice to say "thanks".

So, I called customer care and they transfer me to GoPhone Customer care. He said I was charged Roaming, but if I accept that during that time, I had a plan of 233mb for $20 it will reduce my account to $218.00. I can't accept it because, of my understanding, it's a GoPhone a Prepaid account, there is no contract. He said, "Then I can't help you, you will pay the full amount." I said, "I don't that kind of money to pay", he said, "Just say yes and we will reduce it to $218." "How long do I have to decide?" He said, "Offer ends on the end of the call." I said, "Fine." He said, "You need to say, yes! The word Yes!" I said, "Yes!" So, I received a letter, and bill of $218 and if it wasn't paid by due date I was going to be send to collection. I been in collection from AT&T since, 2012. Never again, it sucks how companies rip you off, and they get away with it.

More recently my March 2017 bill was $100 and not the $24.80 I had agreed to. I contacted ATT by online chat (I have the printed copy) I complained to the agent about my bill. I was transferred to an ATT supervisor who issued me a $100 telling me I would not have to pay the bill this month. Couple of weeks later I received a DISCONNECT NOTICE in the mail. Contacted ATT again and was told no $100 credit had been applied. The agent told me he was sending it up to dispute the bill. Also the agent told me I would not be disconnected. The following day my service was disconnected. The next morning I contacted ATT again to get my service reconnected. The agent gave me a $100 credit and told me it would be turned back on in a few hours. That night when I returned from work my service was not on. Next day in order to get my service back on I had to pay the $100.

I made a complaint with the BBB about this issue. A person from the President’s office contacted me by phone to resolve this. He asked me what I wanted. I told him I only wanted the $24.80 that I was promised. His offer was the regular price. I contested this with the BBB and sent them copies of my documents to support my claims. Next day ATT agent called my phone and left a voice mail stating that I rejected the offer and that the case was closed. I went to the BBB login for me to let them know the case was not resolved but they had closed my case. Despite my documents supporting my claim that clearly shows what agents of ATT had said the BBB sided with AT&T and against me.

Once again I made my monthly call only to get another run around or "shell game" they like to play with all the "facts and figures," only to be told to call another office. Well, I did and the agent took me back through another litany of charges, etc, only to acknowledge I was misled. Though I have all the promised figures and changes to bring desired amount in written transcript as stated: There is no "FINAL WORD" but only the FINAL BILL. When I originally tried to get a copy of the agreed upon contract amount in 2015 I was told I would have to "sign first" before it could be finalized. I will not fall for that again as it was almost double what I was told.

When we called AT&T the next business day to discuss once again why we "owe" so much, I was transferred 9 TIMES before I was connected to someone who actually knew what they were talking about and could help me! Once I was finally connected to the right person, she proceeded to explain what the charges were about. Once she was done explaining, I asked her to explain why the charges were sent to Collections without being informed about it first since I had been told by another representative to DISREGARD the incorrect bills, the little hussy hung up on me, and I was never contacted again. Her name was Destiny. With that being said, the Customer Service is terrible, hardly any of them know what they are doing, and they are overpriced and unorganized.

I call customer service who tells me to contact the store. I contacted the store who tells me I have to speak with the rep that sold me the plan. After a few days I finally get ahold of the rep. He makes some "adjustments" and tells me problem solved. I wait the 8 plus weeks for my rebate visa cards to arrive so I can pay my sprint bill and they never arrive. So I call AT&T customer service and of course go through long waits and holds only for them to direct me to another company that deals with the rebates. I contact this company that tells me they never processed my rebates because the store did not complete the paperwork properly.

Also that they only show I turned in 3 phones vice 4. They tell me I have to contact the store to find out what happened to the 4th phone, and of course by this time the store has no idea. So they process what they can and somehow I only received a total of $650 in rebates, my cancellation and termination fees, plus what I owed on the turn in phones added up to roughly $2000, and doing the math in the store with the rep the rebates were supposed to cover all of this.

So after several more hours of holds on the phone I finally made the mistake of giving in and eating the bullet. Part of my very expensive ($293 a month) plan is insurance. In December I damaged the screen on my iPhone, and filed an insurance claim. AT&T sent me a refurbished phone, I followed the instructions to set it up and could not. I called customer service and yet again after long holds was directed to another company who deals with insurance claims. They finally tell me the refurbished phone was locked out because it somehow showed as stolen in their system (the customer service rep said this happens quite a bit). I was directed to send the phone back as it was not usable. I did so and was billed the deductible of $225 for it the next bill.

I called AT&T customer service once again and yes more waiting, and transfers. I talked to rep that said the charge was being removed and I didn't have to pay. Again on the next billing cycle in February this $225 charge shows up, so I call again and same song and dance they assure me it is removed. On March 28th while away from home (as I am active duty and travel) with my wife at home 38 weeks pregnant and no warning whatsoever my service is disconnected. So yes with my wife due any day and no notice our phones are disconnected. We have no idea until I attempt to call and check on my wife, and I get the recording. I could not speak to any AT&T rep until I paid the $527 bill.

So I pay this bill as I feel stuck and need to ensure my wife has some sort of communications. I contact AT&T customer service this time asking to speak to a manager. Of course after going back and forth with reps, and waiting I finally get a "floor manager" whatever that is. He looks at my account says AT&T made an error. My phone was disconnected because of this $225 charge that was never paid.

And he also said it should not have been disconnected without warning. I explained I am on a tight budget and paying an unexpected $527 was hurting my budget. He told me they would credit my account, I said "no just refund my money back to my account," and he said they could not, but would credit my next payment. Plus they would waive my reconnect fees of $40 (how nice since it was their mistake), and he would call me back on April 1st to make sure everything was taken care of, and would even credit me more to cover my next month's bill. I explained I was tired of being put on hold and broken promises, he assured me he would make it right. So of course no phone call on April 1st.

On April 2nd I filed a complaint with BBB and was contacted on April 3rd by another rep from "corporate". I explained this once again to her, she said she was taking action looking into it blah blah blah. And of course have not heard nothing back, on April 13th I receive my new statement and you guessed it I somehow have another past due charge of $69! I have no idea how this is possible. It hasn't even been 3 weeks since I paid the $527.

I have spent hours researching this found the CEO of AT&T email and sent him an email yesterday. I have filed a complaint with the FCC, and I am looking into a Class Action lawsuit. All in all I now have a collection bill from Sprint of roughly $2500 because of late fees, plus I overdrew my account to pay the $527, and I had to hold off on paying other bills. Corporate America does not realize or care how they affect us the consumers and I like many others that feel helpless, am tired of it. I am going to fight this till the end!

When I called to install AT&T U-verse and was told that there would be no installation fee and no deposit. I was also told that my due date would not change from the 3rd of each month. This was all in November of 2016. What did I get for a Christmas present from AT&T? They charged me $200 for a deposit and $150 for the installation. It took them 3 months to get that balance off my bill. Then BONUS, on December 27th, two days after Christmas, my spouse has angina and COPD and was feeling chest pains. While I patiently waited by the gurney in the emergency room, I suddenly doubled over in pain because my appendix ruptured. They removed it at 10 P.M. that night and exactly 6 hours, while I was recuperating, my father died.

Three days later, my gall bladder became infected and swelled to the size of a softball. They had to use the same surgical entry points they did for my appendix and that caused what is called keloid tissue, which is a hard and painful knot of scar tissue. This episode put me exactly one month behind on my AT&T bill, which the company said they would gratefully extend until the 23rd of the month. I explained that I only get money on the 3rd of the month and they refused until I spent 4 1/2 hours escalating my complaint. They finally gave me the 3rd, but the mess-up on the due date was another AT&T lie. They changed my due date to the 24th of the month and I asked that it be moved back to the 3rd as promised. So far between January and now, it still remains the 24th, but they keep promising that it will be moved.

Meanwhile, I spoke to AT&T the day I paid one month to let them know that my spouse's father died and had to go to Sacramento, California (we live in Florida now). My spouse is disabled as well so we had to beg a friend to use his air miles so my spouse could get home. I woke up this morning after being told on the 3rd that I would definitely have until the 23rd again (I figured I'd put off trying to convince the [very stupid people--editor is blocking the word I want to use so add a four letter word and fill in the blank] that I don't have money until the 3rd of May) to find out that all my services had been disconnected for non-payment. I got on my Lifeline government cell phone (since I have Vonage and that means no internet=no phone service) and burned up an hour of my free cell time (out of 250 free minutes--screw AT&T on a cell phone) and they restored my service, but it took two phone calls to do it.

Because they screwed up, they granted my payment extension to the 3rd but I now have to pay $400 and my total disability check is $950 with my rent costing me about $460 a month and my electricity costs about $120 a month. Since I bundled my internet with AT& frigging T, I counted it up and I've had to spend about 144 hours (6 days) on the telephone with them over issues and I was also promised that AT&T was faster and cheaper than my cable internet (Spectrum) and it is in fact 1/2 the speed I used to have and their wireless server/internet modem has a security problem that is a fault of the modem and makes it vulnerable to hacking, so I had to spend another $30 on Norton privacy protector to secure the modem. All-in-all, AT&T has cost me more than $1,200 since November of 2016 in problems, no connectivity and security issues.

AT&T: hear me because I'm roaring mad right now and what will you do about it? Nothing. It's the computer's problem, not theirs. I hope this post is read by 5 million people who use AT&T and they all shut their services down. I'm not shopping for an alternative, so after 22 years (off and on, but since 2010 on this account in the same location) and once being the award winning salesperson for Radio Shack, where I sold more DirecTV service than anyone else in the nation for my chain (I won two weeks at a New Mexico ski resort in 2001) and the Southeast region highest sales of BellSouth mobility (AT&T bought them out about a decade ago), this is how I'm treated, so listen to this high and mighty AT&T: To heck with you! I'm shopping for new services. AT&T are liars.

When I spoke with the retention department she told us someone tried to call, which obviously was after our appointment. She apologized for them not showing twice and it took a significant amount of time and effort to explain to her this was for a move, not a new account. After she was able to understand that she informed me our service was not even canceled as requested at our old house, which we no longer own. I logged into the app and sure enough, everything was still live. I told her that because she was unable to provide us service and they were continuing to charge us I wanted our account canceled with no early termination fee. She then tried to offer me a $100 credit for the bill we would be receiving when we weren't even able to use the service.

I was told she cannot waive the early termination fee so I requested a supervisor. While waiting on hold I received another call from AT&T, at 12:26. This time from a person, stating they needed to cancel our appointment. After the voicemail was left, I was connected to a supervisor, Ornella **, who said they tried to call but there was no answer, contradicting the actual truth and what the call center said. Ornella refused to cancel our account without the early termination fee even after I explained to her several times they have been illegally monitoring someone else's home and have failed to show for an appointment twice. She was also unable to provide me with documentation that she was unable to cancel with no early termination fee. Ornella was also unable to provide us any cancellation numbers or documentation. We were told this would come in the mail within 30 days.

We will be waiting for our bill for an early termination fee as well as reporting this activity to the BBB. It is illegal to charge someone for a service you cannot provide as well as monitoring someone else's home that you do not have permission to do. We have two cellphones, an iPad, a large data plan, internet, cable and Digital Life through AT&T. It looks like we will be taking all of our service elsewhere. If you are considering AT&T, I recommend steering clear as far as possible.

Then I called back to talk to a supervisor. He was lovely and apologized for all the time and he was going to credit my bill the next month for the entire amount. This was too good to be true because I was charged the full amount. Yesterday I called in to find out about my credit. After 30 minutes and talking to 2 representatives they have no record of my previous conversation. At that point Stewart promised he would review the calls and call me back in an hour if he confirmed I was promised a credit. He never called back and basically he's calling me a liar. I am beyond disappointed in the service level at AT&T. The representatives are not authentic and they tell the consumer whatever they want to hear to complete the call. Do not work with this company.

Outsourcing your customer service was one of the worst decisions you could have made! Those people are obviously not held to any standard of quality! I would be loyal to any company that could provide me with a warm, satisfying customer support experience. But the nastiness you are employing for customer service is some of the worst I have encountered! Do better, ATT! You can afford it!

I have talked 3 of my relatives out of switching to AT&T because of their poor service and lying about the switching providers. At this point I am ready to tell AT&T to go to hell, and switch back to Verizon. I will quit AT&T and soon as my contract is up, as it has been a horrible experience. I hope this helps, so other people don't go through the same problems I have had.

All the 5 star reviews on ATT.com must be made up. They only have 2.5 stars on Yelp. Check Google reviews and view their slow 2.7 star rating. AT&T should be ashamed of themselves for treating their customers so poorly. As soon as my phones are paid off, I am returning to Verizon. Also, AT&T's coverage is far inferior to Verizon's. I can't get service in many spots in Santa Clarita. I have nothing good to say about them!

On March 10, 2017, I call AT&T and inquire as to where the $100 gift card is. I am told by the AT&T rep it was never processed, so she processes a $100 card right then and gives me a web link to check the status of the card. On April 4, 2017, I check the web link and it shows the card and my services were validated and the card was mailed after 3/15/17. So I chat with an AT&T representative who gives me a number to call to check the status. I call the number and it says the card was mailed on or around 3/28/17. So today, 4/6/17, still no card, I call the customer service number, I am transferred to six different representatives and given five different stories. Only two women had the same story. The card and services were validated on 4/4/17 and should be mailed out within two weeks. The time spent trying to get AT&T to follow through on promises made is exhausting. I need a drink???

If they would have told us that I could have used the insurance that I had through Verizon and replaced the phone prior to cancelling. The other phones they are going to credit our AT&T account $225 each and send us a gift card in 6 to 8 weeks for the remaining $200. Meanwhile I have a bill for almost 2K that is due to Verizon. We have called and went into the AT&T store several times. The employees in the corporate office are not able to help. The employees that you talk to at the main customer service line keep telling us the same thing about the gift card and the cracked phone. They will do NOTHING to rectify the situation. The person who sold us the plan LIED. Everything he told us was a lie and there are no ramifications.

By the way the service is so bad that my phone doesn't even work at my desk. I have to hold my phone up over my cube in order to get one bar of service. I asked about cancelling and going back to Verizon. Oh that will cost 3K to cancel. We are still under 60 days but we have had the phones for over 14 days. AT&T is a scam and they lie. It is worth more money to stay with a company like Verizon. Hopefully you do not make the same mistake we made.

With 6 kids we didn't count on an extra bill of 2K for cell phones. I am not sure that we will ever receive the visa gift cards that we are supposed to get in the amount of 600.00 which does not cover the huge bill we have with Verizon. We also paid over $700 for our first bill with Verizon for activation fees and other new account fees. That was with the trade credit they gave me for my iPhone 6 plus of $200. They were supposed to give me a Switch and credit so the phone would be paid off.

After spending over 2 hours on the phone and being hung up on twice, they opened up a case to find out why. It took over a month and me calling multiple times for them to tell me that I wasn't qualified to sell them my old phone because I was late for the promotion but I have the receipt to prove that I wasn't late for the promotion. I told them that I would like the iPhone 6 back and they told me no. They took my iPhone 6 without giving me money for it and they refuse to give it back to me so they basically stole it from me. I want my old phone back or my money back but they refuse. AT&T is horrible! Don't trade your phone and if you can go to a different company.

When the friend tried to activate the phone, she couldn't because she was a Verizon customer and ATT had locked the phone. Tim called to have the lock released and they told him he was not authorized to deal with his Mother's account. So his father called. They told him that the account was closed and there was nothing they could do. So that's it? ATT gets to have control over this phone because the woman who purchased it has passed away? That seems really unethical. It's hard enough for these men to have to give away items of their loved one, but to then have trouble doing it? I'd like to see better customer service and sensitivity than that.

When I confirmed my account for service, I requested an appointment time for this week - I gave 2 different options. Then I received an email that my appointment was confirmed - for April 19th, 2.5 weeks later. I called at&t and explained that I NEED the internet for my job - it is a requirement. I even offered for them to skip my tv installation if they needed to get to another appointment, as long as I was able to get the internet by the end of this week I would deal with it.

After spending a full HOUR, on the phone and being transferred to 3 different people, the lady at the cancellation department tried to save my business by telling me she was able to get me an appointment this Friday, for both internet and tv, from 9-11am. Not TWO HOURS later, I receive another email saying my appointment had changed to April 19th again. I called at&t back, told them I had an appointment for Friday from 9-11am, and was told by 2 different people that "no, the soonest appointment is April 19th," and they "didn't know why someone earlier told me my appointment was this Friday."

After sitting on the phone and on hold for over half of the phone call, and being told every few minutes "it will only be a few more minutes," I told them to just cancel my services because I had been on the phone this time for another 40+ minutes, and wasn't going to continue to wait. The girl confirmed that my account and appointment were cancelled.

Now, 6 hours later, I get ANOTHER EMAIL saying that my appointment is confirmed for April 19th! UNBELIEVABLE. I went back to the at&t chat just now, since the phone center is closed, and they told me that "NOW they have it cancelled for me, but can't send a confirmation email for 24-48 hours." I am curious to see if it actually gets cancelled and I am refunded any fees I paid, or if I will need to call in again and spend another hour on the phone trying to get someone to cancel this "service" for me.

After my boss's horrible experience with at&t, and me wasting 100+ minutes of my own day on the phone with this company, I would like to give them ZERO stars, but it looks like the minimum I am allowed to give is one. At&t needs to figure out their customer service and be trained to actually DO their job. I have no idea what the tv & internet service is actually like once you managed to get it installed, but I would hate to have it, have technical difficulties with equipment or connection, and then have to sit on the phone with these people for another huge chunk of my day while they try to figure it out.

I then went to the store so a worker can help me cancel. I was on the line for over 20 minutes, even the worker said it never takes that long to cancel the movie packages. They transferred me to a new person to speak to five. They "didn't understand" what I was saying and thought I wanted to cancel my internet plan. The last person I spoke to on the phone said they finally removed it which I believed until I checked online a few days later. The movie package is still on my bill. Why give someone a free trial if you're only going to act dumb about it when they want to cancel it after the free trial is over...

It's ridiculous that first they treated badly so I had to leave, then I tell them I'm leaving and make this process extremely difficult, and lastly putting me in a dilemma that is to be without service in 5 different phones for 48 hours. I make this complaint because I know anyone who reads this understands that in today's world, everything depends on the phone. Money you and me bring to the home depends on the phone. This world depends on our phone numbers, on communication. Never in my natural life will I be using AT&T again.

Original Review: March 29, 2017

I am so thrilled to be a new member of the AT&T family! In the past I thought of AT&T as a phone and internet provider, but my recent experience has taught me that they are actually experts at teaching personal and spiritual growth at a very sophisticated level! No need to sign up for an expensive retreat in Maui. Oprah, Tolle and Adyshanti have nothing on AT&T.

Thus far the black belt levels of personal growth have included the following lessons: 1. Having Expectations of others can lead to unhappiness. Just because you were promised something when you signed up and then didn't get it is no reason to be bitter. You cannot change the past. 2. Screaming, trying to shame others, incoherent ranting, and righteous indignation are not effective tools for change: This is true no matter how much of your life force has been lost while you were on hold, only to be transferred to a robot who speaks unintelligibly and then transfers you again.

3. Be grateful: Go onto the AT&T website or any reputable consumer organization website and read about other people's experiences with AT&T. You will soon realize that it could be much worse. Some people report having money siphoned out of their accounts for services that aren't even being delivered. Be glad that's not you. You're the lucky one!

4. Reality no longer exists: Record, take pictures and screen shots of anything that you think is reality because it will soon become ephemeral. You may think you sent back that equipment that you are still being billed for. But did you really? Are you sure? Memory can be tricky. What did that nice salesman at the AT&T store promise you? Is it in writing? 5. Hitting bottom can lead to acceptance and surrender: You can rise from that weeping hopeless puddle on the floor that has been totally defeated. Probably. 6. You can channel your outrage into creativity and love: See, I just did. I'm fine now. Really.

I've been told one price for service by one account rep and then another by someone else. I have had to contact or ask for management in the past just to get my issues or concerns taken care of, which is a hassle because I don't want to talk to everyone that work at AT&T just to resolve one issue. If my complex had a different carrier in the area I would certainly go with them instead. I was promised a reward gift card in the past for signing up with AT&T, I still haven't received it 5 years later. The only department that seem to be on point with service is the installation crew that they send out to install service. Way to go Installation!!! I hope future encounters be less stressful but I'm sure it won't, being that I've been with AT&T for years now and nothing has changed. Good luck everyone!

My ordeal was with buy 1 get 1 free iPhone last April. It took 11 months and COUNTLESS HOURS on phone w/ reps and supervisors. It wasn't until I threatened to take case to arbitration or small claims court that I got a resolution and refund. But don't know if it went thru yet. Directions for filing a formal complaint and possibly opening arbitration can be found online by searching ATT arbitration. Good luck! I feel for ya!

Our internet is terrible, as well. The connection is slow and the router AT&T provided us (for a fee) was so poor that we had to upgrade to another within a month of service installation. DirecTV cuts out constantly and will NOT allow us to enjoy "on demand" programs because, apparently, it will not connect to our internet. Our AT&T internet. As if the services are not enough of a horror story, the customer service is enough to keep anyone at bay when it comes to opting for AT&T services.

When my husband and I purchased our two-phone plan, the provider at the AT&T store promised us that our bill would not exceed around $120/month, which is reasonable. However, for the month of February, the wireless bill was nearly $300. Come to find out, we are making payments on a phone (my iPhone 7) that was supposed to be free per a promotion that was going on for DirecTV customers who opened up a new cellphone plan. The representative LIED to us about the promotion and we are stuck paying for a phone that I would have never agreed to get had I known it was not free.

When I called corporate, the representative did NOTHING to rectify our situation, simply telling us to call the local AT&T store. When we did that, the employee promised to speak to his manager to solve the issue, calling me back every 3 hours or so with updates. Then, he stopped calling and I have not received any calls from AT&T to rectify my situation for almost a month.

I am BEYOND DISGUSTED and, come next month, my husband and I will be cancelling each of our AT&T services because of the quality of the services but, more importantly, the complete disregard AT&T has for its customers, especially those who rely on the company for multiple services. I will be notifying all of my friends and family members who have AT&T as well about our experience and to warn them to watch out for fraudulent charges on their bills. Never again will I use AT&T even if someone paid me to do so.

Called ATT back that evening late, and spoke to another gentleman. He apologized for not calling back, confirmed the $350 pricing for the Iphones SE. However he would call back to confirm if he can offer them at a cheaper cost. He also stated that there is a 15gb plan that he can offer to us that would get rid of the overage charge for data and confirmed that each line would be still at 15 dollars per line. He made the plan change per our request after he confirmed our bill would be about $110 per month. The conversation ended. However I did not get a call back on the phones.

I called again on 3/14 and spoke to another nice gentleman. He confirmed our plan was switched however that the bill total will be about 135 or 140 per month as the cost per line is 20 dollars not 15. I stated that yesterday I was told 15, and the total bill quote yesterday was 110. He could no change that amount and sent to a manager to discuss further. He confirmed the pricing on the IPhones and we purchased those 3. He explained that all 3 phones will be here by 3/18, however one has not even shipped yet as of today and it appears it will not be there by the expected time. Also the color of the phone provided per line was not right.

He transferred me to manager. Manager could do nothing in regards to the misquote but stated I would get a call back from a special service team, to address issue. I never got a callback. Received call from ATT executive team, stating they listened to recorded conversations and confirmed that they misquoted me and baited and switched me yet would not honor this. They did credit us with the phone cases which was never provided however would not honor the plan charge of 110 a month by which they promised. I requested the recorded conversations and they refused to provide those to me.

Next thing I knew I received a text saying my phone was in danger of being disconnected because no payment had been received. I immediately made a phone call and found out, after speaking with three different reps, that the monies sent in for the wireless had been credited to the internet account and I was assured it would be handled. Three days later I received a recorded message stating my phone was going to be suspended and again I called and spoke with a fourth rep who told me he saw where the adjustment was going to be made and he assured me he'd put a note in my record that there should be no suspension because payment had been made.

Today my phone was suspended. I called and insisted on speaking with a manager. When I explained the situation she said it was my fault, there would be a $40 reconnect charge, that's their policy and they don't make adjustments. My suggestion, don't use AT&T. We were deceived at the time of purchase and, after spending over $400 within the first three weeks of signing a contract, we were lied to by four representatives, and brushed off by their manager.

On top of that I got a "deal" that gave me unlimited data on my phone if I signed up for a TV and Internet bundle. The total price amount for that change 5 times from the time I signed up to the settlement which was nowhere near as low as what I was told in the beginning. I've recently moved to a location that already has Internet and TV so I cancelled what I had with AT&T and now I have termination fees that I have never even heard of but now my bill is huge because of this. I'm not saying don't go with AT&T. I'm just saying make sure you've get deep pockets and extreme patience to handle it. I can't wait to get out of my contract and go elsewhere.

I call back, I'm on hold, the 2nd person looks at what the 1st person did, "the 1st person made a mistake in your order, so sorry, we have to do it again (I've been told to call back AGAIN later in the day to cancel the screw-up order), I will transfer you to that department", call drop #2. Wait for the person to call you after they dropped your call the 2nd time after being on with them for 25". No callback, ever. Sometimes another person will call several days later & ask how you like everything. You wonder if the service or change you set up ever happened, because you never get an email confirmation. From the phone/internet/email/satellite service company. Don't bother asking them to fax you anything, the rep I spoke to said they don't have that capability. I'm actually not surprised. I think there was better service in the 1970s.

The website is terrible in that when you want to "view your plan" all you can do is, naturally, pay your bill. The site is also slow, with a friendly reminder that it may be because of your internet connection. Oddly, no other website is slow. Does the AT&T site use a special slow internet connection? I don't have an order number, for my (I think) open order, because I was naturally not given one via phone or email. Their installation staff seem to be pretty skilled & professional. They call when they say they will, & they make themselves available with an actual direct phone number. This part of the company is competent.

When I canceled my account 2 days after paying my bill for March 19-April 19, they told me after doing the cancellation process that they do not pro-rate! So they will keep my payment of $186 that covers to April 19 even though my services was only for 3 days since I canceled today Mar. 21. Is this right? T-Mobile advised me that the phone company is suppose to pro-rate my bill. We as consumers are being leeched by these company just because we cannot live without our phone!

A few months into our new home we receive a past due bill from DirecTV with and outstanding amount due. I understand we are responsible for knowing what we pay for but it shouldn't be rocket science to get on the same page as AT&T. All I ask is that AT&T and Directv take accountability and make a better effort to inform its customers. Respect the little guy. This post in an honest effort to see if anything can be done because I am not rich, sadly. I may not be a customer of 30 years, but I am a PERSON and I believe my family and I deserve a little respect. If I could afford to leave AT&T today I would, but I will gladly break ties when our contract is up.

The lower level employees are stuck in the middle--they do not have the authority to do anything anymore, and when you call, it is usually the Philippines for customer service and India for Tech Support--and there is never any supervisors available, most do not understand English clearly (another money saving move from the CEO and upper management of this now worthless company). THEY MUST CHANGE THEIR NAME FROM "AMERICAN TELEPHONE AND TELEGRAPH" to something else, because they no longer are "American". I could go on forever (I'm a retired service manager so I have a some experience in the field) but all I will say in conclusion is if you value your time and money do not, I repeat, do not use this company for anything. Promises of Visa cards are also lies--BAIT AND SWITCH AND YOU'RE STUCK because they have the money and do not care!!!

After about 2 days after deciding to switch over we tried going to a different store. After speaking with the manager there about the terrible service we had at the last store he proceeded to tell us that the store we first went to was not a authorized AT&T dealer but do sell their phones (This place said AT&T on the front of the building). The manager said this store was different in the fact that these employees are not trained the same as the authorized stores. However the service I had at the store I was in second was much better was still not great.

A few months later we had someone drop off our plan and returned the phone to us. After speaking with the first representative they told me we can cancel this 4th line and return the phone and that I will receive confirmation in about 2 hours in my email. I was also told he set up the file for the last bill I received from previous carrier and will get confirmation within 2 hours for that also. This was around 3 PM on a Saturday or Sunday. By bedtime I checked my email just to find out there is not any from AT&T. I waited about 48 hours to see if it was just delayed and checked again and there was nothing.

Contacted support again and after being transferred 4 times finally to just be told "sorry the last guy gave you the wrong info" and nothing was done that was discussed over the weekend. I tried to speak with a supervisor but now this person was telling me they had the same capabilities as a supervisor. I explained the same stuff to this guy as I did to the one over the weekend. All he could say was "sorry he gave you the wrong information, But I can save you money by switching your plan". At this point I dont even want to stay with AT&T. Why would I want to lock in a new price to stay even longer. I left the message because I was getting nowhere after being on the chat for 2 and a half hours.

The next day I started over again with the same conversation as if these guys dont save them in logs or anything. After speaking with a so called supervisor she told me the same exact stuff as the second guy about switching the plan and nothing they could do. I was speaking with them for about an hour and a half this time and got frustrated again and left the chat again.

I did file for the VISA prepaid cards for switching over myself online and got an email confirmation stating "In Review". It was only in review for about 5 days and just received an email stating they will not give anything towards this as I already received too much from the trade ins. I am not sure why anyone would want to stay with this carrier after their 2 year term is up. I can promise that I will be leaving on the day of my last. I am sorry that I switched to AT&T and will not ever come back when I leave. I WOULD NOT RECOMMEND THESE GUYS TO MY WORST ENEMY!

Our last call consisted of speaking to a supervisor, named Nathan, who was not only rude and condescending but was also lying through his teeth. He told us at&t DOES NOT allow for early termination although this was not brought up by 5 other people and we had already paid the early termination fee. He then proceeded to tell us the reason we got the error message was because the person who cancelled our plan had renewed our contract and thus it counted as an upgrade. He told us that his solution was to buy another unlocked phone from at&t and another SIM card.

After telling him we don't want this he just tells us that he'll put in another case and we need to wait for 14 days. After 2 days of calling multiple times with only lies being told to us our only solution was for our daughter to wait for the 14 days without a phone with no way to contact. We had brought up our concern that she was flying out tomorrow for school and we would not be able to contact her. His response was to tell us that he had lived 7 years without a phone. We could not believe this is how an at&t supervisor would treat a customer. If we could've rated them zero we would have.

After I call them multiple times and being told they are enrolling me in international plan now and my charges will be adjusted nothing has been done. I spent hours over the phone with customer service, they even gave me reference claim numbers. I told them I am happy to pay for my calls but as long as it is under international plan. Nothing has been done, I am back with the same bill.

My question is why do they record the calls when you talk to them but can not verify what they are actually talking about? I asked the AT&T person "Are you sure this plan is unlimited for international calls?" many times but now they are denying it completely. And they do not want to use to recorded conversations because it is for quality only... quality of what? Definitely not quality of customer service. I feel like a victim here, I was misinformed and misled by their practice. They sold me wrong plan and now I am stuck with huge bill and nobody is helping me. I am planning to change phone carriers now and warn people about their misleading practicing.

I have discovered that this has happened to multiple people and usually involves a company Called Newgistics. Although, Newgistics actually provided me with the tracking number to locate my phones. This is a scam. They have my phones, I may never get them back and my account with Verizon will be placed in collection for the balance of the phones. I have the tracking info, the weight of the box and receipt from USPS, the IMEI numbers of both phones. AT&T will not do anything but extend the time it will take to review my case. I was able to locate all of this information myself. I am currently searching for the number to the Return Facility in Fort Worth to see if I can get the phones back. Any help would be appreciated.

They big liars. They pretend to help, pretending being managers, supervisors, or whoever person you need to talk to. They make promises they make up to fool you. Warning don't fall for them! They don't have a legal department and is the company that no matter how much you tried they get away with the malicious way they are working. Please let everyone know about this. We have to stop them or at least let people know. If anyone knows how to do something about it please let us know.

I will be switching phone companies immediately after the two years is over!! They need to create a way that when your phone is lost you can go to an AT&T store, fill out the affidavit and get a new phone. When filing the insurance claim your phone bill is charged the deductible so you do not pay the insurance company directly so there has to be a way to just get a new phone at the AT&T store.

I speak to a friendly girl who tells me that in order to get the phone unlocked I will need to pay off the early termination fee for the iPhone ($165). She said I also have to pay for tax on the iPhone, and doing it over the phone would require a fee. She said that if I pay it today, that my account would show as being paid and that in 24 hours I would be able to submit a unlock request. So with that information, I paid the termination fee, tax, and fee for $197. I decided to check and unlock the iPhone this morning (Monday) - more than 24 hours after the account should have been cleared/paid off.

I get an error message stating that my phone is still locked because I am under contract. How can that be? I paid it off on Saturday and was charged a fee to get it done ASAP. I speak with a customer service rep who was very friendly (didn't get his name). He said that typically people call in and speak to the loyalty department who helps them pay off the phone/termination fee so that they can get the phone unlocked. He transferred me over - and that is where the frustration started.

I spoke to a guy named Ryan, who had ZERO idea of what to do. He kept saying the same things over and over again. I spent 1.5 hours with him, explaining the situation, him telling me "I am working with another customer support individual more senior than me" to fix this situation. I told him I need my phone unlocked today. It was supposed to be unlocked yesterday. I gave him the IME number, all the information in detail as to why I paid over the phone, etc. He kept saying he was "escalating" and "Escalating" but his final result after 1.5 hours was - "here is your case #. A manager will get back to you on March 15." That is in 2 days. I don't want to wait 2 days. I need this resolved NOW.

I was then transferred to a VERY rude supervisor named Jay **. I tried to explain to him the situation, and he kept talking over me, not listening to anything I was saying. I told him that the ONLY reason I paid the amount over the phone and incurred a fee was because I was told that the phone would be paid off on Saturday and I would be able to unlock it on Sunday. That is the only reason I would even pay a fee. He continued to tell me that the process is we have to wait until the end of the billing cycle.

Now tell me this - why do I have to wait for the end of a billing cycle if I have terminated my contract and services with AT&T? Shouldn't the billing cycle end on the last day of service? So that I can get the bill and pay it? Nope. Not with AT&T. You have to wait. So my billing cycle ends March 15. I brought up this scenario to showcase my point of how ridiculous this is: Say my billing cycle ended March 15. March 17th I ended service. I would have to wait until April 15 for a final bill, before I can get my phone unlocked. That is ridiculous. My cell phone is now hostage with AT&T. How is that even fair? I guess they really try to screw you if you leave them. And EVERYONE should leave them.

Now this is where things start getting into the "Theft" category. I paid $197 solely to get my phone paid on Saturday. I did not pay for it to get paid on Sunday, or Monday, or Tuesday. I paid it on Saturday to get it paid out on Saturday. I incurred a fee so I could pay it over the phone. Obviously, I wanted this paid off ASAP so that I could get my phone released. After speaking to Ryan and Jay for 2 hours, I uncovered some information: I cannot pay off my phone until the termination fee shows up on a final bill; the final bill gets sent after your billing cycle ends - no matter when you terminate service; I would have NEVER been able to pay off my termination fee prior to the final bill being generated; I have no account anymore because I cancelled service; my money was already processed and in AT&T's possession on Saturday.

My concerns are as follows: I only gave permission for my money $197 to be paid off on Saturday. I did not authorize my money be taken from me, so that it can sit in an account that I have ZERO ACCESS TO. Actually, I have no account, because my account ended. I have zero access to getting or logging into my account online - so I have no account. So why is my money taken from me and put into an account that I have no access to? Furthermore, why did my money get taken from me, and I am unable to be reimbursed for it? I asked that my money be refunded since I don't want it sitting in an account I don't ave access to. I was told they cannot do that because the money was already taken from me. So ladies and gentlemen, this is our situation.

AT&T has taken my money, put it in an account that I no longer have access to or even have, without my permission, and I am unable to get it back. I would say that is theft. I would say that I detrimentally relied on the information given to me by customer service so that I paid money. Only to not have it be put towards what I was told it would be, on the day it would be. And now I have no access to my account, and I cannot get my money back. So AT&T is holding my money, without my permission, and there is NOTHING that can be done about it until my billing cycle ends and they can apply my money in "my account" (even though I don't have an account) towards the final bill.

STAY AWAY. I am also emailing AT&T so that I can get to speak to someone with some sort of authority. When the supervisor tells you "if I listen to you we won't reach a resolution"- yea, I'm not going to let that go. Customer Service is supposed to make you feel appreciated as a customer, not treated like you are a piece of **. I would also like to know where my money is sitting. If they are depositing it in an account with other money in it, they are making money off the money that they took from me in the form of interest. This is something I will need to research.

I wasn't happy but I said okay and he gave me a new request number. Few days later the phone still NOT unlock, then call them back again. Spoke with a different department that supposed to see what's going on, after looked up the new request number, she told me, "It's showing error for the request" and she e-mailed whoever bundling the situation and will call me back the next day. As no one called me back 2 days later I called back and request to speak with the manager again, but week later, the manager is telling me I have to wait 2 more days and call back if it's not unlock by then...

I paid my phone the day I bought it, and all I'm asking is, my phone to be unlock. It's going 2 weeks since the request and they all tell me I can't return it because it's past 14 days then they not unlocking the phone because whatever reason they have. It's so frustrating, and I will NEVER EVER buy anything they offer and please DO NOT get too off by this company as I did, there's a better carrier out there who has a better service and very reasonable price. DON'T let their big name fool you, stay away from AT&T!!!

On February 28th I checked my account and saw that the payment of $545 was processed and posted to my account. I then called AT&T and was right away sent to the pre-paid department, who told me to call the postpaid department. The first time I called I was hung up on, the second time the representative told me that since the order was cancelled I would have to talk to the refund department. I spoke to them, and they were asking me if I wanted a refund on my monthly service instead of an order, then was told because I was calling from an already activate AT&T number, the system will only let them look up my account under prepaid, and was told to try the online orders department. After waiting on hold for 30 minutes I was informed that their systems were down and would have to try back in a few hours. After no success I decided to give up for the day.

On March 8th I finally had enough of waiting for my money to be returned back to me and called online orders again. After the first 2 times of being redirected to prepaid, I decided to use a payphone down the street. After the first attempted call was dropped, I finally spoke to Jazmin. She informed me that the order was completely cancelled to the point where she couldn't even bring up any info besides the fact it was cancelled. I mentioned about the missing downpayment and she suggested I call my bank, since the payment was sent back, and should have been credited back, and that I should file a dispute if it's still missing. My bank told me nothing was pending. I gave in and started the dispute process. The bank informed me that no transactions were trying to come through, so I filed a dispute on March 9th, 2017 and am still awaiting for the results of the investigation.

I am very much late on my rent as half of it is still missing from my account, and AT&T has been very unsympathetic about this matter at all, not even apologizing for the amount of times I have had to call. AT&T wireless was very quick to take my hard earned money, they are still holding on to it for no reason. I am at the mercy of my bank, as I am one of those workers that gets paid only once a month. The stress of having to deal with this has kept me up multiple nights, the anxiety and fear of getting evicted as I try to pull myself out of this financial hole AT&T has helped me dig.

Waited 1 hour and half to be able to speak to a manager. Reason why I requested a manager, nobody was able to tell me how much my last bill would be. Not even the manager. How come? Are you serious? A company that you need to wait 30++ days to have your final bill and be able to pay?? I have never heard that in my entire life! I had to request compensation to a manager, which has not been done! Even though they have put us through so much stress by waiting in line, waiting for the bill, not serving our area, we did not get anything in return!

Contacted AT&T today to inquire about the equipment and make sure everything we have returned they have records of it. Customer service agent could not tell me if we have anything from them. Then, told me we have a modem from Motorola. Could not provide me serial#. I informed agent, my previous apartment comes with the AT&T box installed inside the closet, agent could not take action to assist me. I had to call the condo, with agent in the line, so she can hear from one of the receptionists that we do have a box installed in the apartment. Since receptionist wasn't able to confirm if modem is there because the apartment is currently occupied, AT&T customer hang up, never called back.

Condo provided a phone number to a customer service representative from AT&T that handles the equipment installed in the apartments. Representative answered me with a text message "Hi I'm finishing a call with a customer, but I am able to text. I can attempt to assist you that way until I am able to call". I texted back my concern and I am still waiting. That was today 1:57 pm, now it is 9:22 pm.

Can my experience be any better? I will be waiting for a manager to contact me in regards to the modem that they are trying to claim that I have received, but are unable to confirm and provide me a serial #! I WILL NEVER IN MY LIFE DO BUSINESS WITH AT&T AGAIN AND WILL NEVER RECOMMEND IT EITHER! Please get your stuff together people. You make so much money off of customers, why can't you invest some in training your customer service reps? No wonder your reviews are horrible! Let's see if this review will get somewhere or will just be sitting in here!

I called AT&T on Sunday the 26th, was on the phone for over 2 hours, mostly on hold while being transferred all over the place. Finally I was told they would have a manager call me back in 72 hours. No such call ever came. So, I called back in today, Friday, and once again was on hold for over an hour to be told, "Nothing can be done." I am now being told suck it up and pay $125 when they weren't even used. The entire reason I dropped them in the first place was poor customer service, they just keep proving I made the right choice.

Now I will look into new cable and internet providers as well before we end up with another issue AT&T "unfortunately" can't do anything about. I also tried to leave a review for AT&T only to find out they don't have that option. Seems to me like they keep people from being able to leave reviews on their website so customers can't see how poor their service is until they are trapped in a contract. Do your research people, AT&T isn't what it used to be. FIND A DIFFERENT COMPANY!

What I found out was that it was not free. I was being charged a monthly service fee. I called and complained. They told me that the tablet was free. I told them I was not told that I was going to have to pay for the free tablet and I wanted to return it. They informed me I would be charged a several hundred dollar cancellation fee. I called again today and they are telling me I still need to pay for another 4 months or pay a $70 cancellation fee. I have now paid for over 2 years for the free tablet I have never used. This should be illegal. It was extremely deceptive to tell me that I might as well take it. It is free.

In 2016 when my contract was about to expire, AT&T was once again at my door with new and exciting options for me to choose. I looked at what they had, voiced my grievances with their product, and asked many questions, but of course they are trained well and my doubt was whittled down. But they got to the part about putting a dish on my roof. It seems they bought out DirecTV which is how they were able to give such a good deal. I hate dishes more than I do wireless so I almost backed out but once again limited options. I now have one of those ugly dishes on my roof, slow internet and God forbid a foggy day come through because then I have nothing. I can only pray that one day fiber optics finds its way down here. I would not recommend AT&T or AT&T/Direct at all.

In the store, I never saw a 2-yr contract for a watch nor did I sign anything that appeared as one. Never in the sale did anyone mention restocking fees, contracts, data fees on watch etc. The watch was clunky and my NEW phone takes 5 hrs to charge to 100%. I returned both and wanted but only wanted to exchange the phone for a new one (same model). My husband purchased same phone and it charges fine; I feel mine is defective. We returned to the store to return the items 3 days after purchase. We were told for the first time that there'd be restocking fees for both the watch and the phone even within the 14 day period and that there was a two year contract on the watch. No manager could see us. I took his card and was promised a call back by the salesperson AND the manager. Never happened after waiting two weeks.

I called AT&T multiple times about the misrepresentation regarding the purchase, especially the watch. I was finally sent a tracking number label which I immediately printed and returned the watch in late November. I received an email with tracking number and was told to wait a few weeks for my refund on the purchase of the watch and any monthly fees associated with it. I was told the watch would be removed from my account. I called AT&T in January 2017 when my bill still had the phone listed. They said they had no record of a return. I said I had the tracking number to prove it which I gave her. The tracking number showed that the watch had been delivered to a warehouse in TX. She said she removed the watch from my account and a refund was on the way.

When I gave a bad internal review of AT&T a man called and I explained the entire story. I asked why nobody was concerned about the store that mis-represented the sale. I told him I feel AT&T is systematically doing this to its customers. He too promised to follow through on the refund, to file a complaint about the store. He indicated he could see my conversation on the system with the woman who helped me resolve the issue. In February 2017 I received another WRONG bill and still no refund. I called again. The man on the phone indicated that his records have no details of my last call or that I proved any tracking number showed that the watch had shown up at a warehouse. He indicated that there wouldn't be a refund of any kind or a break in the contract until I did show proof that I returned it.

In the meantime, my email has purged all November emails including the tracking number email. Also - I have no copies of phone conversations which I feel should have been emailed to me after each call to AT&T. Also - the email of the original purchase in November was never sent to me or printed for me in the store. The only thing I do have from this purchase fiasco is an email on Nov. 22nd asking me to provide a review of my purchases. The email doesn't even ask for a review of the watch, just the two phones. There's no proof I purchased the phones or watch, no proof I returned the watch, and my bill each month indicates that I don't even use the damn thing (again, because I don't even have it).

On the AT&T website under myatt there is no purchase history section of the site for me to obtain a copy of the original purchase. Never mind the fact that it still takes an average of 3-4 hours for my brand new phone to charge. What recourse do I have to remove this watch/bills from my life? I want to ditch AT&T altogether for such bad practices. How can I do this if I'm under contract? There should be a clause which allows someone to switch to another carrier if they swindle the customer. How can AT&T continue to get away with these things? There is a pattern of bad behavior here from the sales floor to billing to customer complaints department to the warehouse.

I even had a witness verifying confirming the discount they offered us to "keep our business"! This company is a disgrace and I would never recommend them to anyone. At the present moment I am trying to resolve the bill and still getting a runaround being transferred to different accounts. There should be laws protecting us the customer from big companies like this and trying to railroad people and losing to them.

The following day would be 15 days and then they would charge me a huge cancellation fee. Spoke to both Camila and Marie (store managers) and agreed to let me come in the next day. They were both rude and incorporative but agreed to cancel the service and would send out bill for the 14 days of service only since I already paid the restocking $45 on both devices. Received bill for $187.92.

Called 800 number to inquire about the huge charge and they said I had to pay for the whole month even though I only had it for 2 weeks. I'm being charge from 1/13/17-2/12/17. Reminder everything was cancel and return on 1/22/17. I asked for a itemized statement printout (Ashas 800 # cust.rep) informed me they don't give thoughts out but I informed her it was the law so she recently said she would see what she could do (VERY RUDE). On the first billing statement, I had a $5.00 late fee already included(?). They do not honor their "no hassle refund policies", refuse to cancel service when requested, rude and trying to extort money for services not rendered.

So in summary, the supervisor Ivy suggested that we suspend my account, promised me that I will not be charged more than $10 per month. But a month after, supervisor King ** said it was never suspended at all due to technical glitch thus the charge of over $200. While supervisor Cristian said the suspension request never materialize at all because it was declined by the higher management. So we will just have to suffer paying for two separate accounts for one phone device. Yes, I was given two different phone numbers on two separate account on one device. That ridiculous and the charges have gone over $200 per month.

This company is full of lies and deceits. Resolution for them is promising you something that is not done at all because it was out of their business practice. Point in case, the suggestion came from them but they said it is out of their business practice. Get your money somewhere else. Or see it for yourself and try this company. Maybe you will have a better to stay to tell. Good luck!

The 1/25/17 statement came and no credit. I contacted AT&T again and spoke to a gentleman who could not find my case so he created and gave me a case number and told me it would be resolved by 2/8 and that I would also received back credits for what should have already been given and also he manually credited me for that one month and told me to pay the bill short, of which I did. The 2/25 bill came in yesterday with only the credit I was given from last month's call. I called AT&T again this morning and was told they are still looking into the case and don't have a resolution nor a date of one but they would put a note to contact me as soon as information is obtained. I've lost faith that this will be resolved.

I tried hours on the phone to rectify that I did not actually owe them any money. I mailed them physical copies of bank statements and documentation that my account was in fact at zero when I cancelled. They sent me to collections. I sent the collection agency the same documentation and they ceased contact. They sold it to multiple collection agents. Each time I disputed within the 30 days with written documentation that I do not owe the debt. They finally stopped bothering me. I thought was taken care of for years. It is not on my credit report. I have bought new phones and changed plans. I have years of on time fully paid bills with AT&T Wireless.

A couple of days ago I tried to add a $15 line for my elderly father so he would have an easier time contact people in emergency situations. He has a hard time with his landline and answering machine so I thought a pre-programmed cell phone might be the correct avenue for him. I found an easily operated flip cell phone and wanted to add a line for it for $15 monthly. The cart would not let me check out as I have done many times in the last several years. I was told to call an 800 number. They tell me I owe U-Verse this money so I can not get a line for my father until it is paid. After another hour and a half on the phone. They were perfectly OK with me telling them I would cancel my wireless accounts as well, all the while thanking me for being a top tier AT&T Gold member since 2004.

I hate this company! Terrible customer service! As I read online all of the other people seem to have the same experience. Why is nothing done? Why are they allowed to keep billing people to punish them for cancelling and then take their money year after year and treat them so terribly? All you people that claim to be experts in charge need to step up and take care of this. I just need to work and take care of my family.

When I called and spoke to customer service after a lot of arguing they first agreed to give me a $25 credit and when I said that was not satisfactory and that I wanted the full $50 that I was charged she put me on hold and came back and agreed to give me the $50 credit. She then asked me to hold and after about 10 minutes she reneged on the offer and started to argue with me again. Her supervisor Ambermoque ** got on the phone and confirmed that she determined to renege on the agreement, as she said she had the right to do so. I told them this is completely unprofessional and inappropriate as we had an agreement and I was lied to. Awaiting now for the supervisor's supervisor to call me back.

Almost 2 weeks after my data plan were cut off so I have to call Customer Service and to my surprise I will be paying like almost 200 dollars every month because what the store did when they change my plan is they made my new iPhone, the prepaid SIM and iPad Mini all a separate account as opposed to be a bundle plan. I have this corrected when I called initially the customer representative.

Then my bill comes for the 1st month and it still shows that I am overcharged. I am overcharged for what AT&T did messing up my plan. I called again to report about the overcharge -- nothing happened. I tried to have the supervisor called me but I missed the call and there's no right callback or extension number for me to call the supervisor. I am a very loyal customer of AT&T for 10 years and for them to do this to me or any customer is SO WRONG. I FEEL LIKE THEY NEVER VALUE AND CARE ABOUT THEIR CUSTOMER, at least that's what I felt with this transaction.

I called many times to AT&T and told them to listen to my initial conversation of what the rep promised. They have all conversation recorded for 'Quality purposes.' I requested to escalated the complaint and they promised again that they will call me after they review the recordings but to this day, NOTHING. Each time I call, AT&T's response is that I should increase my data plan with paying more money. My first month bill was much higher than what they promised. AT&T rep also promised that $21.67/month will appear on the bill for 3 months and each of those charges in will credited on same month. After 3 months, I will own iPhone 7 completely free and clear. This is not what happened.

I found out the charges will appear for 30 months and will be credited each month. Therefore, as long as I stay with AT&T for 30 months, iPhone 7 will be free. If I leave AT&T before that 30 months, I will owe the balance. Everything what AT&T represented to me were wrong. Such a BAD service so BE AWARE. To T-Mobile Customers, stick with them. I wish I had. Now they have best customer service rating and equal speed rating to Verizon in cities.

After 8 months of unsatisfactory results I called to cancel the service and was told there would be no further charges with an apology. I am sitting on hold... again... for the past hour to resolve a bill that they state I owe for the 8 days my service was connected on my last billing cycle despite the fact that the service did not work. Additionally the bill was even increased. I would not recommend AT&T to anyone and have decided that despite all the difficulty I have had with Comcast in the past it does not compare to the poor service and misrepresentation from AT&T.

When we first got service with them, one of the phone's charger did not work. I went back to the store and was told that I have to buy a new charger. Are you kidding me? Spoke with manager when service was not working in my mother's neighborhood and could not get anything resolved. I was told that there's nothing wrong with the cell tower and there's nothing they can do. She couldn't receive or make calls for 3 days. I can't believe anyone actually stays with this company.

All was well and good until we got our first bill which totaled nearly twice the quoted price. I went online to discover the cause of the change and found that AT&T had set up TWO 3G share plans - one for each phone. I thought at first this could be a mistake that I made in the setup so I checked my email for the confirmation email and found that I had not made a mistake. They quoted me a price for two lines under one share plan and then set up two share plans, each with their own line... thus, doubling the data cost which is why our bill was so high. I fixed this (after two long phone calls to reps who had no clue what had happened) and moved on thinking it must have been a one-time mishap. I was wrong.

Fast forward two months and we decided to add my brother and his fiancee to our plan. To do this we needed to increase our data limit from 3G to 10G and add two lines. Our bill should have exactly doubled and we checked and double-checked to be sure it was set up correctly this time. I checked the bill a couple days later to find that AT&T has done the same exact thing AGAIN. (Now I'm beginning to think this is more than just a coincidence.) Our bill was over $400 for 4 lines because they upped the data on our pre-existing plan (2 lines and an increase from 3G to 10G) then added a new, separate 10G plan with only my brother's line and another new, separate 10G plan with his fiancee's line.

So, I call AT&T again. This time, not pleased at all since we have done everything correctly on our end (even have the confirmation emails to prove that the original setup was correct) and still our bill has needlessly skyrocketed. The lady I spoke with was incredibly unhelpful and continually told me that she could only see the original plan with 3G and two lines on it. I repeated what I saw on my screen each time and explained that we should have ONE 10G plan with four lines. Then she proceeded to explain how a share plan works and that "you have to have a separate plan for each line." Um... no, that's not how it works at all - you have one plan and you share the data, hence the word "share" plan. Plus, when you are charging me $80 per plan and there are three of them, I cannot afford that and will not pay it since it's not what I ordered.

After a looong phone call and talking to a manager, they eventually were able to pull up what I saw in my account screen and were able to fix the problem. All this to say, if you set up an account online, BEWARE! They will try to mess with your plan so it double - or triple-charges you when your bill comes around. Check your bill thoroughly and be prepared for them to put up a fight when you call customer service to correct the issue. Keep the original emails that prove you set it up correctly in the first place as you might need them later on. I give it 2 stars because their coverage is so great. But our experience with plan setup has been a nightmare. Twice.

Called repair and they said I had an install order for the 45mbs upgrade (doesn't require a dispatch) and they couldn't make two dispatches... 1 for repair... 1 for installation upgrade. I said that's nuts!!! Repairs are totally separate from installation orders. The rep says "the only way we can dispatch for a repair is to cancel the upgrade"??? She then said my 60 bucks a mos would go to 80 bucks a month for cancelling the promotion to 45mbs... Go figure. I demanded to speak with a supervisor. Who after checking remotely, the central office switch, saw that my service had been set to "do not disturb", and walked me through the steps to change it. Have no clue how that change was made. I didn't know it existed. Finally fixed without having to wait 2 weeks for someone to dispatch to my home.

To top it off, they told us we have to wait another 3 months before receiving our credits. Only time will tell if they will actually honor the promotion. We also mailed a complaint letter to AT&T corporate detailing dates, times, names of people we spoke to and we never received a response from them either. So much for AT&T telling us "thank you for being a loyal customer for over 10 years"... It clearly means nothing.

I called the AT&T corporate office and spoke to Bridgette, Lamont and Brenda at the AT&T Office of the President. All 3 of them did not help me. Lamont was very rude and claimed that nothing could be done about the matter. I asked to speak to his supervisor, but he claimed that he could not connect me to his supervisor. I asked to be connected to the CEO or COO of AT&T, or their administrative assistant. Lamont and Brenda claimed that they could not connect me to such people, and Brenda even claimed that she was the CEOs administrative assistant. Someone from AT&T called me and left a message with a call back no. The name was not clear in the message.

I called back at this no. a total of 6 times from 2/15/17, but each time it went straight to his voicemail. I left messages with my call back no. and name and stated that I was returning his call, but he has not called back and the matter still has not be resolved. I have been without home internet and home phone service since 2/15/17. I have prepaid mobile phone service with another company and have had to pay and use my mobile phone when I should not have had to. It has cost me per min. and per text used, including for my communication with AT&T about this matter.

After this I had chatted online with a representative at AT&T, who scheduled another appointment for 2/19/17 between 1 and 4 p.m. The technician who showed up worked on the equipment for about an hr. I had disconnected the equipment that I had by only unplugging the electrical cords from the outlets and unplugging the cable from the wall jack. This technician disconnected everything. I wanted the modem and backup battery kept near the jack that is close to the kitchen, and everything connected through this jack, as the technicians have done before. This technician claimed that this jack could not be used and cut some of the wires in it.

In the past, when a jack was not compatible with a cable, the AT&T technician had changed out the jack to one that was compatible. This technician did not do this and connected the modem to a jack in the living room, which is not where I want it. Even after this, he claimed that he could not establish service in the apt. He claimed that wires outside of the apt. complex had not been connected and that he could not do it. He did not take responsibility for getting the right people to do this, if this were true. It does not sound true because I know that the apt. complex is pre-wired for service with AT&T. He left. While he was going back and forth from the apt. to the outside, he left the front door open.

I asked him to close the door behind him when he left, for reasons including that the a.c. was on and I should not have had to climb up and down the stairs to close the door behind him. When I had asked him to close the door behind him, he had laughed mockingly! Even after this, he left the front door open behind him whenever he was going outside. Other AT&T technicians had never behaved like this.

No one has contacted me from AT&T to apologize and to connect the service at the new apt. I have been without home internet and home phone since 2/15/17. I contacted other companies after deciding to discontinue service with AT&T. However I have been informed that they cannot connect service at the complex, even though their service is available in the area. 1 of the stores that I shop at, which is next to the complex, has the company's service that I am interested in using. I spoke to a resident in the complex about this matter, and she has informed me that only AT&T can be used in the complex. I have had home internet and phone service for years. I have never been treated like this before!

I am now four months into my service. I have contacted them asking when I would receive the gift cards and was told they should be in the mail asap. One month has passed since that call. If I hadn't paid for $300 of my bill, I would have my credit DESTROYED!!! I am evidently being taken advantage of... Now, If it didn't take 45 minutes to an hour each time I have contacted them to resolve issues, I would just continue working things out perhaps. However, given that I have had to call them pretty much every other month regarding bad service, bad billing, and inaccuracies with my original agreement (spoken contract).

I feel this needs, MUST be escalated. How much more bending is required of me. I am a good, law abiding, taxpaying American. If this company (more so monopoly) is allowed to continue with this method of dealing with consumers, then who's to say others won't follow with this ill manner of conducting business? Or have we allowed this to be the norm? Is this now "common practice"? I am seeking legal advice, and will be open to discussions and also open to discussing a Class Action Lawsuit. A Plead for help to anybody and to our President: AT&T are BAD operators. President Trump, PLEASE whip them into shape or get them out!

We then decided to contact the customer service line to see if we could get a better deal. We spoke to your "Loyalty Line" where the young lady explained a "better" deal at $255. Repeatedly we asked "what will our monthly bill be? And will it fluctuate?" She continued to assure us that it was as she said. $255. That's it. Almost 50 dollars under what we were paying. We of course agreed to the deal and got off the phone. We talked to the rep at the satellite shop and asked him what was he showing as our final bill, he did some calculating and told us it was not $255 like we were expecting to hear but instead $320 which is over the price we were paying originally.

We offer course call the "Loyalty Line" back to see what happened and we got a customer service rep Lydia on the line. When I explained to her what happened, Lydia's response was pushy and rude. She tells us (the customer who does not work there and know all of your billing tricks) "Well of course you will pay service fees and taxes." Lydia and I were disconnected from the call so I called back after speaking to my husband about what he wanted to do with the service, leave or stay with you. We agreed to stay if they were to fix the situation.

We called back and got another "Loyalty Line" expert. We requested for the service to be put back as it was prior to us calling. He did this with no hesitation but due to the uncertainty we requested that he hold on the phone until we verify that the change was done. His response was "I can hold for a little while". That was indeed the straw that broke the camels back. We have been with att at the start of the merge with Cingular and that day we were in the store for hours trying to correct the wrong of your "Loyalty Line" and to hear him say that he would give us a little while definitely sealed it.

We spoke to the manager to verify that the account was properly put back and we left out of the satellite shop and crossed the hall only 20 feet away to T-Mobile and got a way better deal with 6 lines for only $180 monthly, no surprises on the bill, everything unlimited - EVERYTHING. No overages tax, fees, everything included. To top it off we get $150 visa for every line we transfer over. That's $450 for saying goodbye to a company that never thanked us for being with them for so long (Loyal), was tricked into a false plan, ridiculed for not know that we were tricked, and give a little while to check to see if we were tricked again.

I don't know if T-mobile is the best fit for us yet, but I will say it felt good to know we had other options. My husband and I have paid off the phones and plans that we owed on our account and are now waiting for the unlock codes from att so that we can finish the transfer. That was 3 days ago when we were told it would be 24 hours. Can you please have someone look into this for us please.

Once again I was forced to call your "Loyalty Line" to try to figure out what was going on with our unlock codes. Your "Loyalty Line" expert Ashley answered the call and all though my husband and I were very frustrated and it more than likely reflected in our tones, Ashley remained professional. It was only because we wanted to be sure that the service was going to be terminated by the 27th of this month but only after we received our unlock codes that we requested to speak to a manager.

When the manager (Michael ** he said his name was) got on the phone that was when the customer service that we are use to receiving from att emerged. Michael made it clear that as we were "ranting" he was not listening. He clearly blamed our negligence as to why we were not showing any unlock code request even though we continuously told him that we could read off the email where it gave us a confirmation for the request. It wasn't until the end of our conversation that he even gave us the opportunity to do so. Then told us it wasn't a confirmation because he did not see it in his system and it did not start with CM.

I must say, after speaking with Michael, I have no confidence that he took care of our case yesterday so we will be on the phone again today to verify that he did what he said he would do. He said he sent us an email showing the request but that didn't not happen. We should never feel like when we get off the phone with any customer care line let alone a "Loyalty Line" that our request will not be filled. But if you listen to that call that took place you will see why we are concerned.

If you offer customer service training at your facility, my advice would be to shut that department down and have your people train with a company customer care line such as Comcast. Never had a bad experience with them and have been with them equally as long. This is my second request for someone to look into this matter and please let us know where our unlock codes are.

At&t; have their money, why should they be allowed to send you to some diy website to get your unlock codes. If I wanted to add service or buy a product, I would have volunteered phone calls and reps in my face immediately. Why is it when you decide to leave them they won't allow any assistance other than dropping you into a Deadmans space to figure these codes and methods yourself.

AT&T intentionally over bills and makes it impossible to get over billing and mistakes corrected unless you spend hours on the phone after you even get connected to someone WHO CAN help you!!! This is because EVEN ONE OVERBILLED DOLLAR per AT&T client per month that goes uncorrected gives A CORPORATION like this one literally millions of extra dollars EVERY MONTH!!! AT&T is not a company that makes us proud to be Americans. This company stomps on the little people until they crush the American Dream by victimizing the average American who is defenseless against this huge entity that goes unchecked in our Judicial System thanks to TORT REFORM.

Our Government not only doesn't make consumer protection from the Corporate Giant a priority, they don't provide consumer protection AT ALL. We aren't American Citizens, we are American Victims in this respect. Where does it all stop? See what an honest pharmacist will tell you or someone in the medical profession who is willing to share the TRUTH about pharmaceutical companies and the pricing of medication. Jesus IS looking guys... There are always consequences to every action even BAD actions... Vengeance belongs to God and I'm glad God owns EVERYTHING and God has more money than AT&T???

I have been with AT&T and DirecTV from the beginning. Your internet program doesn't serve us or I'd have that too and the land line. From the beginning Amanda ** took over the financial responsibility for a while but became unemployed. I had to take the account over because you purchased DirecTV. For some reason they completely changed our boxes and DirecTV took all of our old better box: One which was my own I had paid it in full back when you did that. It was the recorder one so I watch them when I got home if I missed my program and would change channels to the one I want to watch when it started. One did DirecTV took all my other boxes also that had that function. Then they promised me a $150.00 Kohl's charge which I NEVER RECEIVED. Since I was on such a tight budget they also offered $43.00 monthly bill so that we could watch the Walking Dead. It's probably the only reason I keep the DirecTV at this point.

I just want my son as miserable as he is to watch the one show he wants. I have put in a dispute, and talked to a dispute which I received the answer she was too busy doing something for the president. I have also spoke with a gentleman who promised the Kohl' gift card would be sent immediately. Nothing has happened. My bills have been outrageous in the past. I have lost thousands of dollars. DirecTV replaced my system and stole hundreds of boxes (receivers) which belong to me.

I called AT&T right away to notice them that my plan has been change without my authorization. The representative told me that my plan was very old and that he need to get any approval to switch it back, and that it would take about a week. A week later, January 2nd, I switched to Sprint. Now, I got a final bill 5 times my previous monthly charge. I called them back again, and the representative stated that there are no record of my conversation with them. This is unbelieve... how can they up your monthly fee.

Their internet service was quite horrible at every level. I ended up upgrading finally to get faster internet services... nothing changed ever. I've spent hrs and hrs of my time on the phone with customer service. Don't even get me started on that! There was no getting anywhere with anything. Talk to the wall, man, it'll be better and more helpful than trying to deal with them and getting any help. In order to get a decent price for any service they sell you on services you don't want or need, then they get you good by saying you "save" money by combining your services into one account. Big mistake. This company can just take everything they are and go straight to hell because that's what they are. Hell to deal with at every single angle you could possibly imagine. Your imagination can't even begin to describe this company and their horrible customer service and services.

This has been a horrible and stressful experience for me in the past 6-8 months, hours of time on the phone and in the store trying to get help on their mess-ups. Every month the bill was screwed up and I'd have to spend hrs on the phone getting to the right department to get it corrected which wouldn't show corrected until the next month's statement. They keep you in a state of confusion at all times. Even though they made my experience a nightmare to the point of feeling forced to discontinue services and break contracts for services I never wanted in the first place. The least they could have done is waive the early termination fees and call it good. You can forget about that. You will pay!

I recommend stay away from AT&T if you want peace in your life with less stress. I can't even give them a tiny bit of even one star. Not one teeny bit. They were nothing but a disastrous experience from start to finish. Save yourself the pain and grief. Stay away from them. This is my honest and true experience and opinion of them.

In addition, he made fun of me to another customer, who he helped after me. He then tried to tell me that I could not purchase an Iphone 5s, because they no longer were being sold, despite them having them on display in the store. He also tried to tell me that I could only purchase the Iphone 7, which conveniently had extra payments along with its purchase. My family and I will definitely be switching phone companies due to the lack of respect and professionalism in Mike. I hope you keep this in consideration when hiring new employees, because their attitudes and actions do in fact have an impact on the customers.

I spoke to two "Tier 2 Managers" and asked them to take the first initial payment out as we spoke and to set up an automatic deduction for the 1st in which they declined. Assuring them that they will have their money because they would be deducting the money from their own accounting system wasn't enough. I asked them if it would be worth losing a longtime customer that paid $350+ monthly (mind you this is a car payment) and their response was, "sorry we can't do anything for you". Makes me wonder what kind of financial troubles they might be in that a $714.24 bill would be worth losing a customer over. I urge you to think twice before doing business with them, their customer service and willingness to work with their customers is non existent.

About three times prior to this last session I personally was the recipient of multiple lies but they are not evident until the monthly statement arrived. I think that trip wound up costing me $700.00 more than anticipated. Two times prior about $1,500.00 and then the trip before this one, about $2,000.00 more than we were told. I realize this is chump change to a large business and AT&T could not care any less how it affects anyone. How they got to be in the number two spot is beyond my comprehension. Believe you me, if I had another choice, I would be gone. The statement provided me today shows an "upgrade fee" of $70.00. There was no upgrade, we got a new phone where none existed beforehand.

Then there is a charge for "prorating" at very near $20.00. In other words prorating is a fee for telling me what the monthly statements will be. What I was told initially was in the $270.00 per month, in total, range. My first and second monthly statement will be $320.00 for some unexplained reason that made any sense. Some mumbo-jumbo explanation said something about "credited to your account," yeah right! I have no way of knowing what to expect, I just hope I can pay it. So far already I will be out $240.00 or thereabout and this is just the first day. Would I recommend a friend? I would not wish this on an enemy. Customer service is unattainable because I have no idea what number to choose and the damned robot answering the call has absolutely no comprehension of the English language.

About 2 weeks later I received a bill for the early cancellation. I immediately called and spoke to numerous people, supervisors and managers to no avail. They did not know why on 2 different occasions I was told by their associates the fee would be waived. I was so upset. If the first associate had told me during the first phone call the fee could not be waived then it would have been unfortunate but I would have accepted it. Their associates lied and the company does not stand behind what is said. I canceled my service that day and went to another company. I called AT&T wireless and told them I wanted my final bill. I was told there would not be any charges. Again another untrained associate. Of course there is a charge for the unpaid portions of the contract. Just another lie and untrained associate in their system. AT&T stinks and I am glad I canceled. Thank you.

Two days later my on demand was not working. I called they tell me that I have to pay for wifi in order to get on demand, something I was never advised. I requested to speak with a supervisor. The lady would not allow me to speak with one whatsoever. She kept going back and forth with me. This was very unacceptable. How hard is it to get a supervisor on the line. This is the worst customer service ever and I do not do reviews but I really had to do this one. I still have not heard from a supervisor and I canceled my service. They were then happy to cancel my service. They did not say sorry for all the lies or anything. The rep that I spoke with was very very very rude. I honestly could not believe that this was a company. Just so everyone knows PLEASE NEVER CHOOSE DIRECTV NOR AT&T IT'S THE WORST COMPANY IN THE WORLD.

Now I am not even able to track my package on same website (http://www.tracking.smartlabel.com/). It's showing error that "No tracking information found for the following tracking value". Looks like website removes tracking record after certain time. I was told by AT&T to pay my bill of 1042 past due which includes 917$ for iPhone which I returned but didn't received by AT&T Warehouse. I would like to file a complain for this unprofessional and horrible customer service and need help to get my REFUND. Hopefully Justice will be served and AT&T will be punished for this horrible customer service.

When I called to ask why they told me they are not only charging me $60 a month "access fee" for unlimited data, they are also charging each device $40 a month for the unlimited data. None of that was disclosed to us when we added the line and somehow adding one phone made my bill jump $270 more a month with the same unlimited data plan we already had. Needless to say I am changing my provider. I just want people to be aware before they decide to become AT&T's next victim.