AT&T Wireless Reviews

I called customer service and verified every piece of information they have on me in order to access my account. They told me that the password would have to be reset. The problem being that they can only send me a new passcode to the device associated with the phone number. It makes no difference to them that the phone does not work anymore, but that is the only way they can do it. They couldn't send me the code to the other phone on my plan or to my email address that they had me verify in order to even speak with them.

After the first customer service rep wasn't able to help me, I asked for a supervisor. She refused me a supervisor over 6 times. I had to keep asking her for a supervisor until she finally put me on hold. After speaking to 3 different supervisor, I spoke to a supervisor that would not help me, was a rude jerk and sounded like he couldn't be bothered. The reason I am stating a complaint is because I have been an AT&T mobile customer for over 10 years and they were not able to help me out with the simple task of retrieving voice mail. They didn't even sound like they wanted to help. I am considering other companies to take my business to.

I would not recommend using AT&T for any of their services due to their HORRIBLE and INEPT customer service "team". They wouldn't even expedite shipping for me. I was on the phone for 1 hour and 45 minutes with them. The only thing that I got out of this experience is that CUSTOMER LOYALTY DOES NOT EXIST WITH AT&T. THEY WILL NOT GO THE EXTRA MILE TO HELP THEIR CUSTOMERS. TAKE YOUR BUSINESS ELSEWHERE.

Seveene ** has been completely unresponsive and passed our concerns off to a specialist (Ms. ** who has been horrifyingly disgusting to deal with). After multiple hours on the phone with too many customer service representatives to count, we are now without service for 15 days and counting. We've paid over $450, finally received credits owed, but still - they refuse to turn our service back on. Our monthly bill consistently goes up with no explanation, when we ask (repeatedly) for explanation the response is "this is what your bill is." I am thoroughly disgusted with the treatment and lack of professionalism displayed by the many people we've dealt with.

I was to the point of tears frustrated with them. It felt like they were playing games with me. It felt like a joke. And it didn't end. I had to end that cycle. The very last lady said the usual "unfortunately, I do not have the information on contract plans, let me transfer you to the correct department" and finally I said that it would NOT be the correct department and I had to hang up. Also, I attempted to get the corporate number from Google which says they are located in Dallas, TX but upon calling, received THE SAME AUTOMATED AT&T MESSAGING. So, the corporate number re-routes you to regular AT&T customer care so you cannot contact them either. This is a joke. My questions have STILL not been answered by the way. Anyone with AT&T, may God help your soul.

Then a month after I terminated my service (my contract was over) they sent me a bill for $878 for a Samsung Note 7 I'd previously ordered (they were recalled by Samsung). I couldn't believe it! Billing was resolved 2 months later. Now I could go into a long drawn out frustrating story but bottom line is they lost a loyal customer of 18 yrs and that should speak volumes to anyone considering this company. I'm paying a bit more with my new carrier but the customer service is outstanding and my blood pressure has dropped.

They would never tell you can turn it off completely. They let you think you've in control of everything and it's off and YOU HAVE NOTHING TO WORRY ABOUT. That is never the case. Because they want to pay more no matter what. When I call them, they kept me on hold for more than hours, and then guess what. Their line drops the call. Now you start over again. Explaining what you've said the previous person. Are you I say the last 3 persons. Well by this time I was furious. To feel their insecurities About their customers.

Someone needs to really look into their bat and delay concept when it comes to how they program their system to automatically turn back on what a consumer has turned off. Why give a person the key when they have the same key, there's comes on automatically so that they can make more money off of the person and that person not be aware that they are spending more money. That is not fair and it's not right. I will be emailing my state representative about the practices.

No technician arrived, which prompted even more discouraging phone calls, with no resolution. An AT&T technician finally arrived on 11/2, provided us with a modem and commenced our internet and telephone service. We had initially considered Uverse cable television service, but had changed to DirecTV through a telephone conversation with AT&T customer service. However, the technician claimed he was unable to initiate DirecTV because he didn't have the proper equipment. He left us with a receipt for his service and gave us his personal telephone number in case we needed further assistance. My son-in-law tried to contact him on 11/4 without success!

I had received several e-mails from AT&T indicating service dates and times, but none was ever accurate. I received a confirmation e-mail today, 11/4, stating that a technician was scheduled to arrive this date between 9am and 10am. None ever arrived. My son-in-law attempted to contact AT&T for resolution but received none. I called AT&T, spoke with a very helpful and courteous lady who tried to resolve the problem through a three-way phone connection with another department.

After nearly two hours of waiting and receiving nothing but confusing explanations from the other department, I was told something to the effect that our orders had become fouled up, the technician who installed out telephone and internet should have been able to do the same with DirecTV. I wasted considerable time speaking with some representative who stated he was from Arizona, and the result was that he couldn't schedule another technician to activate the DirecTV till next week. This entire fiasco was light years beyond intolerable! I immediately canceled the entire AT&T account and my son-in-law managed to schedule a new service plan with Frontier. Hopefully we will not experience the same type of dysfunction that we did with AT&T.

In all my years of experience with cable companies such as Comcast and Brighthouse, utility companies, restaurant service, merchandise vendors and repair services, nothing has been more frustrating, undigestible and unsatisfying as the runaround my family has received from AT&T! I could not award this company with a review low enough to express my displeasure!

Since then, every call I made to AT&T, I have been given the runaround and pushed around to different departments that have nothing to do with the Wireless Department. Recently, I have had issues with both lines of service that are ongoing in which AT&T has done nothing but continue to pacify the situation with no resolution in sight. AT&T are no better than Wells Fargo when it comes to their customers. I hope that every customer with negative experience with AT&T post their complaint and encourage everyone they know to take their business elsewhere. AT&T doesn't deserve it!!! FED UP IN MISSOURI...

They "promise" to refund it 2 months later now that they, AH HA! I see where you paid it. But you still need to pay that 60 dollar charge now if you want your internet to not be turned off. "I promise, we will pay you back". That means they are thieves. Remember, you are signed into contracts with these thieves. Backing out will net you costs you don't want to pay. Do not hire them, do not contract them. They are not worth being forced to check your bill every month to see what they are attempting to steal this month.

When I went back to AT&T they had no record of one line being blocked for international calls and the remaining 5 were blocked. I was billed $500 for a call that was made by mistake from that line.. and no one in the call centre listened to my protest or call to check the account notations... Poor record keeping. Stay away from AT&T if you can.

He told me that they were free as part of a promotion. What he didn't tell me was it was a monthly charge for each iPad as well as the two-year commitment neither of which I needed or wanted. I was also told that would be getting higher data capacity which never happened. I have been a loyal AT&T customer for more than 25 years with a brief excursion of two years to Verizon. AT&T has given me no satisfaction with these issues and grudgingly gave me credit for my "insurance". It kind of looks like I am stuck contractually with AT&T although what I asked for and what I got are clearly incorrect. If there is anyone out there who has any suggestions as to what I should do please let me know. Thank you all in advance for your support.

We found out on Oct 12 that we were being charged and called to understand the problem. AT&T refused to review the charges. AT&T said that we never cancelled this 3rd line which was upgraded to the main line and the $70 family plan I had on the main wireless line. I called twice to have it cancelled. On Oct 29th the line was still not cancelled. We were charged $70 per month for 11 months for a wireless line that was supposed to be cancelled. It was not used and was upgraded without our concern. We requested our paper bills which were not provided. We plan to dispute the issue on social media and court.

This was absolutely unnecessary as I was making large payments every month. Now that sorry company reports my account to a collection agency & ruins my credit. I am so furious!! They should not be allowed to report accounts to collections if it is actively being paid. It wasn't like I was making small payments or that I wasn't paying at all, so this move was absolutely uncalled for. I will never be an AT&T customer again!

Really AT&T, thanks but no thanks... AT&T don't deserve quality customers... I made a big mistake leaving Sprint for AT&T to provide wireless service for me and my son. Now I have to search for another wireless provider because my son is without his son phone - thanks to AT&T and the 34 day wait for nothing. Then have the audacity to tell me the only options I have is to place a new order, and have the second number ported over again, or go into an AT&T store and purchase a phone that was not part of what I signed up for.

As a Christian women, I really have to keep my composure. Even talking with Amber ** from the president office was negative, and the message left was very unacceptable. Even though I receive my phone and I did not receive my son phone it's as if I don't have any phone... So now I will be making arrangements to cancel all my services with AT&T. My hard earned money can be best used with another provider for Home Phone, Internet, Cable TV, and Wireless Phone service... Thanks AT&T for a lesson well learned.

I would never sign up for a cell phone that costs $800. My history with AT&T shows it clearly that whenever I had early upgrade it was always $250 and two year contract. It's UNFAIR for AT&T to charge $800. I already paid 16 months and they are not willing to waive the rest of 14 months. I been ten years with AT&T. I guess it's time for me to move on to other provider.

Original Review: Oct. 26, 2016

We purchased 4 Apple smartphones in May 2016 under the Buy One, Get One Free (BOBO) promotion. The two representatives that we worked with at the store knew that we were buying 4 phones and that we were buying them under the promotion, and recommended to us the Apple iPhone 6SE. They indicated that our initial monthly bills would have the monthly cost of all 4 phones included. However, in 2-3 months, we would get reimbursed for those costs, as well as see our bill reduced since the promotion would allow us to save the cost of 2 of the phones over a 30 month period of time.

All 4 phones were purchased at that time; however, implementation occurred from June 3 - June 15 due to the fact that one phone was activated immediately, one phone was back-ordered, one phone needed to be shipped to Baltimore, and one phone needed to be shipped to Minneapolis (and then had to be activated in the store as the initial phone was defective).

When calling AT&T over the next couple of months, we received different responses as to why we didn't see the reduced bill or recoupment of costs (e.g., timing, not all phones activated at same time). However, each time, after explaining our situation, they would indicate that we qualified and would see the reduced bill and recoupment the next month. They increased our data for our trouble, and indicated that the full recoupment of the two phones would not be a problem as the cost of the iPhone 6SE was around $450, which was under the $650 maximum recoupment/phone.

In October, almost 5 months after purchase, after calling again, a AT&T representative told us that the Apple iPhone 6SE was not part of the BOGO promotion, and that not all AT&T representatives knew of the devices that qualified for the promotion. He offered us a $400 one-time adjustment to our bill. We told him that we appreciated the offer of $400, but wanted AT&T to honor the BOGO promotion that all AT&T representatives told us we qualified for. He indicated that someone would either email us or call us regarding the resolution within 72 hours.

We are hoping that AT&T honors the BOGO promotion that we were promised when we talked to the representatives in the store and on the phone, and relied on their expertise to purchase our four Apple 6SE iPhones! If they do not honor the BOGO promotion, then this promotion has been a scam by AT&T, and should be considered a "bait and switch" offer by them.

I had the iPhone 5 and when the iPhone 6s came out the system crashed on the iPhone 5. AT&T told me to go to Apple and Apple said, "Well that happened to several iphones- you just have to pay the 150.00 deductible to get a new phone". This was not my fault and I end up paying the 150.00 to get a new phone using my insurance.

I purchased a tablet through AT&T which representative told me that a fee would be waived. That was not true. I end up calling in visiting AT&T several times before the issue was solved. When I asked for the representative that sold me the phone by giving me fraudulent information, I was told that she had been terminated.

Just recently I had made a payment arrangement. At that time I was told once I completed payment arrangement to call back to make an arrangement on the balance. Upon completing the payment arrangement I called AT&T and I spoke with several representatives including managers. I was told that I had to pay the bill off to avoid service suspension. I explained to all of the individuals what was told to me prior to me keeping my payment arrangement is still AT&T would not keep the agreement. Another lie told.

Brainstorming about the options that I have to eliminate this bill as well as terminate AT&T, I called back to ask 2 questions that I had before (How do I pay off my second phone that I only owe $81 for and get it unlocked?) In the past I was told that I could not pay the one phone off. I had to pay the bill off in full. This time I was told that I could pay the phone off. I had to go to the AT&T app, pull up manager installment plans, pick the telephone number, and pay the bill off. Also I was told to go to AT&T.com device unlock and request the phone to be unlocked. I did all the above.

I received the message saying that the phone could not be unlocked until the bill is paid in full. The person that I spoke to at that time seemed to be very sincere about the knowledge she had given me. I don't know whether she was not aware of the procedures to unlock the phone or whether she lied to get me to pay more money on the bill; however, I still was given misinformation. I could go on, on ,and on about various incidents that happened between AT&T, myself, and other customers, but I do not have the time and I would not want to abuse you with such negativity.

Every month when I call AT&T I am on the phone for at least half of the day trying to resolve the billing/ phone problems. My blood pressure rise and sometimes I even become a little nauseous being tossed over and over to various people to get the problems solved. I refuse to continue with this heated unprofessional conversation/service. Come ** or high water AT&T I am done. I plead the BLOOD of JESUS CHRIST on the situation!!!

In plug machine have me turn my card 4 times! I have been wronged by them and what is worse my wife wants me to explain why I did this? It's cause I hope they learn just because I have been with them since they were Cingular, and loyal I should be preferred customer, not the 2 other people I heard talking about switching from another carrier! Pls read this and know they are hurting the loyal and faithful customers!

Now I lost the day of work, I have to lose another one to see if they decide to come, and still having to pay hidden fees. They are abusers... thieves!!! I do not recommend in any way that service!! Today Oct'25 I had to call to Directv. Marcos the operator, employee #**, wanted to charge me more than $150.00. After argue and ask for a supervisor... he reduced it to $100.00... thieves!!

Here is the other problem. We hardly ever use our phones for anything other than to text or call. We have had this plan for over 2 years and never in the past had an overage and always had carry over since AT&T introduced the carry over on their plan. We tried to resolve this with AT&T and it did not work out so we decided it best to return the phones back to AT&T and canceled our service 7 days after purchase. (We returned them within the 14-day return period allotted by AT&T and as they were returned on September 24th, 2016 to the point of purchase.) We have a receipt where we returned the phones and cancelled the service and ported the numbers to our new carrier.

Here is where the problem comes in. When we received our final bill from AT&T, we were charged for the full price of the phones that we returned to the point of sale on September 24, 2016. I immediately called AT&T and was told we would have to go back to the store and have them call and verify the return which I did the next day and the store rep (Rob **, Store #1009) called and spoke to a representative by the name of Kerry ** and we were told it would be credited to our account by October 12, 2016. On October 11, 2016, I called to find out this would not happen as "Higher Management" would have to approve this because of the amount and it would take until October 18th, 2016 for this to clear the account for that reason. Concerned, as this account is due on October 19, 2016, they assured me it would be handled.

Flash forward, multiple, multiple, multiple calls and several more credit dates and now the account is delinquent and the new date to credit the account is November 25, 2016. We had to resort to recording our phone conversations with AT&T. It was becoming a circus and management never calls back as promised. Because things changed everytime I spoke to them and the account was going to become delinquent, I have now sent a certified letter to AT&T demanding resolve of this account and notification that the account should not be sent to collections along with copies of the receipts provided for them again. They have been given 10 days from receipt of the letter to clear the account and 15 days to provide me with proof that the account has been cleared with no outstanding balance.

It's not like we have not tried to work with AT&T. We have made every possible attempt known to man to correct this issue. We have made phone call after phone call, returned to the point of sale and even their own sales rep has called and verified we do not owe the money they are trying to collect and that the phones they are trying to collect on were returned to AT&T. We have AT&T on recording stating they see the credit but are unable to apply it to my account until "Higher Mangement" approves it which is where these dates come in that keep changing and now they have placed my account into arrears and delinquency. How else am I to take this but that they are deliberately putting my account into arrears? Only they can do this, not me.

I'm now awaiting a delinquent billing to arrive and phone calls from collections. I can see now that I need to make preparations to protect my financial future as AT&T is going to attempt to destroy my financial future with this because they refuse to credit my account. I don't think people set out to put this company down. This company forces people to do this by backing them into corners. From what I can see and have read, people have just been done wrong. This company expects us to just sit back and allow them to treat us this way and take it.

What gives them the right to do this? I say enough is enough and I'm not going to sit back and take it. I'm going to fight with everything in me. Right is right and I hold a receipt where I returned the phones they are charging me to their store within 7 days of their 14 day return policy in perfect working condition verified by their own employee and even paid the restocking fee they charged. (A copy of the purchase receipt and return receipt is attached with this review). After reading this, if you want to deal with AT&T, I wish you luck.

So, not only did I have to buy a phone. I now realize neither the tablet nor the watch were really free. When I signed the contract, I obligated myself for the same length of time on these devices as well. Early termination is well above market value. To continue to pay a monthly fee will end up costing over $500. I have always thought of AT&T as a reputable company. I believe AT&T should live up this reputation and waive any and all termination fees based on this deceptive practice.

Even though we were on wifi, and our data was turned off. So we have to pay $15 for 27mb worth of data that was "used" after we turned off our data. I called AT&T and spoke with 3 different people who told me that they couldn't (or should I say wouldn't) help me. Even though we spent $350 on this month's bill, there was "nothing they could do". Looks like we'll be looking for a new cell phone company. We don't need a company that nickels and dimes you for every little thing.

So I waited for another month, finally received my final bill but still doesn't mention anything about the early termination fee. I called customer service again. After being transferred and repeated myself for three time, no one is able to send me a snapshot of their screen that shows I had a early termination of $110 and it has been paid. Without this info, how am I able to proof to the new carrier and request for reimbursement?

I was pretty happy with Kiara at this point so I was game for DirecTV and I had already considered switching from cable. So, she has her manager talk to me Allison **. Allison was gung-ho about getting me signed up for DirecTV, but during the conversation and finalizing the DirecTV purchase I informed her that I would be more comfortable if we could resolve the phone issue before the DirecTV. I was put on hold and after a bit Allison ** informed me that she could not actually resolved my phone issue. My frustration is that she was gung-ho about signing me up for DirecTV but really had no intention of taking care of my phone issue. The whole thing makes me think of the Wells Fargo fiasco. Dishonest people to the core. They will lie to make the sale, likely to make some quota or goal.

I have been transferred, promised that a manager would call me back, promised that the money would be redeposited into our account, and have spent HOURS on the phone... only to be told -2 weeks after being told it was being handled, that a new request was submitted and it MAY be refunded in 5-7 business days. I am BEYOND FRUSTRATED!!! And, this is with the help of "THE OFFICE OF THE PRESIDENT" of AT&T. If he/she can't get anyone to help, this company is toast. I will NEVER recommend or use AT&T for ANYTHING EVER AGAIN!!! Incident # ** back office support - whatever that means.

I explained it had nothing to do with saving $30, I JUST WANT A FOLLOW UP PHONE CALL from the DSL section. She explained that when she couldn't help me with my problem, she had to offer me a second alternative... company policy. I was so pissed, I hung up on the whiny little twit! I will NEVER recommend ATT to ANYONE... Customer service no longer exists!

When my boyfriend received the bill from Sprint about a month and a half later, I called AT&T to see what was going on. The customer service I received was rude and told me that it would take 12 weeks for our rebate offer to process, not including another 2 weeks for it to come in the mail. At this point, I was livid. I sent everything in and was told we were all set. After a month goes by I receive a letter from AT&T saying that they never received the bill from Sprint (even though I emailed it to them) and my process wasn't going to be submitted until they receive it. I had called customer service AGAIN and was told that they received the bill and they were sorry about the letter and to disregard it. I was also told that I would receive the rebate in a week. I gave them 2 weeks and when I never got anything in the mail I called again.

I was told the same thing and at this point I was even more mad because I knew I was getting lied to. I gave the benefit of the doubt and still have not received anything. So I called for a third time now and was told that they were going to process it and send it out right away. Then I got told that the rebate was going to be for $190 less than the bill because they already credited my account for the phone trade-in... I tried explaining that the trade-in and the bill were separate and the $351 was to end the contract and they gave me a $190 trade-in value for my old phone.

I got nothing but attitude from the man I spoke with and was told I was wrong, there was nothing they could do about it and that's the way it was. I am BEYOND unhappy with AT&T and you can guarantee that I am switching out of AT&T contract to Verizon ASAP. I recommend that everyone stays away from AT&T because they are a rude and incompetent company including most of the people I have dealt with during the short time I've had them.

2 problems: (1) why should I have to pay for a booster when it is AT&T's duty to provide me with service? (2) when I went to activate my MicroCell device I spent over 20 minutes on the internet with no success, and then had to call the number given, hold 20 minutes before I actually got thru to someone who could assist me in registering/activating the booster. I now have 3-4 bars on my phone which is better as I was usually getting only 1-2 and sometimes had to go outside and point my phone to even get that! I really don't understand how AT&T can condone charging their customers $150 (which was only supposed to be $75) to purchase a device to do what they are supposed to do......provide service signals! Guess over 20 years of customer loyalty means nothing to AT&T....all about the money!

Many people in my neighborhood have complained as we all gave up our land lines to sign up for the AT&T "bundle", most have had to suck it up and pay for the booster. One elderly man had to threaten to sue AT&T because neither he nor his elderly wife could get a signal to call 911 in an emergency (after he made 3-4 trips to AT&T he was actually GIVEN a booster when he threatened to sue!) Sad that AT&T doesn't care about their customers anymore, it's all about the bottom line... MORE $$$!!!

The last straw was adding another phone line - nothing special. I was told it would be about $10 more a month. My bill went up to 240/month... Beyond ridiculous and AT&T would do nothing because I don't want their TV service. I have switched to T mobile - 3 lines - unlimited data for 120/month... compared to AT&T aggravation and outrageous cost. Not to mention the total lack of appreciation that I had been with them paying exorbitant prices for years. And to add insult to injury they held phones locked until an additional 109.00 was paid for cancelling the 3rd line. I hate AT&T so much. Some of the people are nice and understanding but when your company is screwing you out of hundreds of dollars month after month, I probably was not nice to them.

ANY way - my advice is not to get sucked into their money pit. AT&T has 3 brand spanking new retail/store sites in town... They are sucking the money from their loyal customers to build up their company while luring new customers in at lower prices. Maybe that's what all carriers do - but T mobile will work for me for now. I will never go back to AT&T - their product lines/ available service packages/prices are the worst. I hope the marketing geniuses that are running their company go down in flames. They pretend to care about you but only the bottom dollar line matters. Can I review them over and over - with the worst ratings possible?

Earlier this year, they had a buy one get one free for the iPhone 6S if you switched to AT&T. Where are the deals for current customers? That's right! Nonexistent. They care more about potential customers than their current ones. "The best we can do is $20 off of your $700 purchase." I know you have to make money, but damn, for a company that supposedly cares about their customers, you sure have a funny way of showing it. I'd like to see them start offering deals to people who have been with them for over 10 years rather than focusing on poaching new clients.

Needless to say my bill was much higher than I wanted it to be, JERKS!!! This was all because of a recommendation too. I should've went with my gut feeling. "NO!!! Don't do it!!!" That is exactly what my gut said. NEVER AGAIN! I can't even go through the entire roller-coaster ride. Anyway, the last young lady and her name is Minter and her supervisor is Skylar ** - they were both, to be nice, daft. Minter told me I had to unlock my device online, which was the whole reason I called because I couldn't do it online. Then Skylar told me I had to pay my entire bill and it wouldn't be prorated because they don't do that. They asked stupid questions and the entire time were polite which made me more mad because their answers were dumb and they seem to be guessing, which is why I asked for the supervisor in the first place. Ugh!

Just don't go to AT&T if you don't have to. They are overpriced and the reps are untrained. If you've been with them and you like to service I would stay but if you don't have to DON'T! Oh and one more thing, I informed the supervisor that I no one told me that I should unlock my device so when I went to my new carrier they told me to have my device unlocked by my carrier. Well at&t didn't tell me to do that when I wanted to leave. This is what the supervisor told me. She said, "We don't encourage our customers to leave." So I said, "So you withhold pertinent information so that they can't voluntarily leave your company?" She went silent.

Anyway, the deed is done and I am $600 out of money. I am now with T-Mobile where I will have unlimited everything for $75 per month, of course that is after my phone is unlock by At&t if they really unlock it this time. They will NEVER get me as a customer again and if I can I will shout it from the roof tops. AT&T SUCKS!!! PS. This review was written fast and in anger it is not a true reflection of my education. However, it adequately reflects my frustrating feelings with this company. Thank you.

"I purchased a Galaxy S7 Active phone from the AT&T store located on 247 Dunning Rd, Middletown N.Y. 10940, 845-343-2434 on September 18, 2016. The staff were very helpful setting the phone up. While I was in Florida, I began having issues with the SD Card Reader in the phone. I called 611, a representative and myself tried to resolve the problem, which could not be resolved. She suggested that the SD card was old and needed to be replaced. I then purchased two new SD cards 64 GB, 32 GB. The 64 GB would not read on the phone. The 32 GB formatted then the phone displayed that the SD card was corrupted.

"I returned back to Middletown on Sunday Oct 2, 2016, went to the manager at the AT&T store. Explained and showed the problem. He told me it looked like the SD reader was not working. I asked to exchange the phone, he checked and told me that I purchased the phone on Sept 18, 2016 and the 14 day period had lapsed on Oct 1, 2016, and it would have to go under warranty procedures. I told him that I was out of state and did call about the problem before the 14 day period. He stated that it was policy and would not take any action. I have been a customer since 1994 and always prompt with my payments. I feel that there was mitigating circumstances in this case. Instead of being rewarded for my customer loyalty, it fell on deaf ears. What I received is a 'almost new phone' that cost me over $700.00."

Yesterday, I got the phone back in the mail with a letter stating they will not take the phone back because they found a crack and I owe $516. They even put a red arrow to show where the crack was. After numerous calls with AT&T, there is still no resolution other than you owe the money. It did not matter that the phone overheated and caused the phone to expand on the side and probably shut the phone down. It stayed hot so much and that the SIM card did not easily come out.

The reason I purchased the phone was the selling point of it is more durable than any other phone. That is false advertising. It is obvious that SAMSUNG has problems with their phones overheating. It just lucky this one never caught fire like the Note 7. I did like Samsung products until this phone and no one standing behind the product. If I had not had the person at the AT&T store look at the phone first then I might be able to understand why I got the phone back. Actually I probably would have never sent it back for replacement.

After getting sent 3 different times to the wrong department, the 4th time I called I requested a supervisor. The woman I talked to would not give me a supervisor. She did finally figure out what the other 3 could not, which department I really needed. I finally get to the warranty department, explained what had happened again. He read the notes and had someone else read them too. After going thru all of that, he said he could not waive the fee because the person who looked at the phone at the store did not put in the notes that there was no cracks to the phone. She did note that phone was cracked and the card was not easy to remove.

I have to pay for 2 phones, broken one and the replacement. I cannot send the replacement phone back either. I asked about that so I would not be paying for 2 phones. I have all my services with AT&T (internet, wireless and TV) at this point after YEARS of doing business with them I am seriously considering changing everything to another company. I will inform others of this incident and lack of customer service.

I never received a call. On October 6th I received my iPhone 7 in the mail and went to the store to activate it. The same reps helped me. I asked about getting my iPad, and they said it had been too long and I was no longer eligible. They said there was nothing they could do. I spent almost $870 on a phone, and $150 in accessories and they were not able to help me?!

They said I could keep the phone or send it back. I was told this 4 times between June and August, that I could keep the phone or send it back. In September I talked to AT&T again via their help chat and I asked the tech how to go about converting my phone bill back to the monthly charges of $80 because I'd decided to keep the phone. The tech I chatted with told me - 5 times - during that chat session that he'd made all the necessary changes to my account and confirmed with me 5 times that my monthly bill would be the $80/month. A day later, after receiving 3 texts and 2 emails from AT&T threatening to suspend my service I contacted them again, this time by phone. I began talking with them at 10 in the morning and was not done until 3 pm. I was passed from one department to another, to another, and then to another. Everyone gave me the same answer - the phone was past its return date and so I owed them $500.00.

Each person I spoke to told me another department could help me and I got passed around until one person told me, very clearly, that she'd spoken to her manager and was told I needed to sign back in to the chat line and that they'd make the changes for me. One tech on the chat line again assured me it was all taken care of and asked me to review my account. When I did so, I saw that I was still being charged $500. That tech then changed and said no, he couldn't help me but his supervisor could. The supervisor told me no, nothing could be done, I owed $500. He disconnected the chat session once he could tell I was getting really upset. YET ANOTHER tech came on and said my only option was to set up a payment plan to pay the $500. I did NOT have this money to give to AT&T but I'm the primary caretaker for an ill parent and I NEED my cell phone - something I'd explained to everyone I contacted that day.

I had to give my debit card info and was told it would be taken out in 2 payments. Today they suspended my service. I'm being told again that I owe $500 upfront, even though I'd been told it would be automatically withdrawn - which was the reason I had to give my bank info. So again my bill says I owe $500 immediately and that it'll be a $40 fee to open my account back up. Of course tonight there was no one to talk with.

I went from wanting to upgrade my phone and keep the bill at $50/month to having to pay $80/month to having to pay $500 all at once to having a payment plan of two payments of $250 to NOW having my services suspended and owing $540 all at once. I'd kept copies of the chat transcripts where one can clearly see that I was certainly told these things by AT&T and I really thought that would help me. But AT&T informed me that they have NOTHING to do with the chat service and that there was no one at AT&T who would even look at these transcripts. I was told the same thing by the people on the chat line - that there was no one that would even look at these transcripts. So basically AT&T's help chat line techs can tell any customer anything they want and it's the customer's word against theirs. They had kept no records in my account about the chat sessions and what was said during them.

Not one single AT&T employee that I spoke with was at all concerned that a customer - a loyal and steady customer - was basically told one lie after another by AT&T employees and that although I acted in good faith on what I was told I "should have known" I was being told the wrong thing. A man actually told me that - I should've known regardless of what I'd been told by AT&T and it was my fault.

I now have to fight with them again, try to "prove" that I'd been told these payments would be automatically withdrawn and that they had no reason to suspend my account. All I want to do is leave this awful, awful carrier and go somewhere else. They say they have no control over their own chat service, that no one keeps records and that no one is ever asked to explain something told to a customer.

I lost my job, I definitely did NOT need this nightmare. I was already upset that they were taking this $500 when that was basically money for Christmas gifts for my kids, and now they're wanting more and have suspended my account. I still have the chat transcripts but I know they'll just say again that they don't care about the transcripts.

I saw where this company lost a huge lawsuit for doing pretty much this same thing to many, many other customers. Apparently that did not teach them or convince them to stop acting in bad faith and fraudulently towards customers. I've been with this carrier since Feb 2014 and I've been a good customer, I never missed a payment, and this is how they treat me because of the incompetence and indifference of AT&T employees.

I want my services turned back on. I do not want to pay their $40 fee for getting my services turned back on and I want that $500 converted into a monthly charge - the way it was supposed to be, the way I was assured multiple times it WOULD be. And I want to leave AT&T ASAP regardless of any 2 year contract. They are the ones that broke that contract, not me. No one has even responded to any of my complaints I've sent to their corporate office so I'm trying this route.

AT&T is a scammer. They take your money, they don't keep notes of conversations in customers' files, they each will tell you something different and something that is entirely untrue, they tell you have to pay for THEIR mistake and incompetence and they have absolutely no interest in seeing emails or transcripts detailing what their chat services techs are telling customers. They refused to help me, they refused to get to the bottom of what had happened and they refused to budge on this huge bill. STAY AWAY FROM AT&T - or at least when you have to deal with them make sure there's documentation and/or recordings because they WILL lie and they WILL deny having ever said things that they did, indeed say.

After filing a complaint with the BBB, AT&T reached out. I responded every time via email and during filing my complaint requested email communication. I also informed Darren ** of AT&T that I was unable to take a phone call due to the nature of my business. Darren reached out to me, after which I emailed him 2 days later on the email he provided. Mr. ** responded to my BBB claim stating he had reached out to me via email and telephone 3 separate times, and stated 3 separate dates. The problem is he only emailed me, and then never responded to my reply. I followed up explaining that these dates where fabricated. Mr. ** emailed me once more. I replied the same day.

However several days later Mr. ** filed another response on behalf of AT&T stating he had again called 3 separate occasions and emailed on three separate occasions. Mr. **'s follow up response this time gave me a 7 day due date for response or the complaint would be filed as resolved. Mr. ** was also adamant that AT&T tests and ensures the functionality of all updates that are released. My phone has no physical issues, and the hardware has been tested in diagnostics menu by a technician showing no signs of damaged physical hardware.

AT&T has brushed me off and completely ignored my complaint. On top of that they simply have lied on record regarding this complaint in its most basic element, the communication, or stated lack thereof. It would be one thing for the company to just disregard my complaint, another to flat out lie about the communication happening between the two parties. I will never support AT&T again. I updated my phone to keep it safe and functional with the latest security updates, and the carrier disables it via a known bug in the firmware release. It is appalling the way these companies handle complaints now. This is a very real problem, not caused by the user, undoubtedly causing all other Note 4 AT&T branded phones to experience the same problem. This desperately needs to be fixed.

Asurion told me on the phone that the AT&T rep initiated the call. For that I would have to pay a $200.00 deductible for this and then they said they would only charge $100.00 as I hadn't had any other claims filed. Other people that had this same thing happen were sent new phones for free from AT&T but some of us had to pay. I was sent a different phone which was refurbished and it was a Samsung instead of another LG. A couple of days ago my daughter told me that her * feature and End button on her iPhone stopped working so I called AT&T to get connected to Asurion to file a claim, but before they connected me I discussed my issue that had taken place last month. I was credited back $75.00 of the $100.00 deductible that I had paid but was not able to receive a credit for the full $100.00 as I was told to consider that shipping costs.

I was then transferred to Asurion so that I could file a real claim for my daughter's iPhone and was told that my deductible was going to be $225.00 instead of $112.00 since I filed a claim last month. I spent three hours on the phone on the evening of 10/7/2016 trying to get this issue resolved since the first claim should not had even been submitted in the first place.

I spoke to someone in the cancellation department yesterday evening that told me I could file the claim last night and once the charge was added, to call back and speak to the customer loyalty department to ask for a credit of the $113.00. I called that department this morning on 10/8/2016, and I was told that this could not be done. I have filed the claim and now I'm being charged $225.00 instead of $112.00 and I am still out $25.00 from the first claim that should have never been made. AT&T doesn't want to give me $138.00 when I have paid them approximately $34,800 over the past ten years.

The last person that I spoke to in the customer loyalty department named Dana told me that I could use an upgrade to get another iPhone and pay installments for 30 months. I seriously cannot believe that was even said! I have been a loyal customer for a long time, we pay our bills on time, and we also have AT&T for our home cable, internet, and phone but this situation if not resolved will force me to another carrier as this just isn't right to do to people.

NOTHING HAPPEN! I been overcharge every month (2) since disconnection + they charge me for internet $150 for "Non Returned equipment". And I do have proof from UPS but is worthless. I talked to 3 different representatives trying to cancel EVERYTHING, but I still active and paying bills for them. I don't know what to do so be very careful if you are thinking to join this company. I'm now paying "Metro PCS" (T-Mobile) only and exactly $40.00 per month for the "SAME" as I used to have and I was paying $160.00 with AT&T.

Anyway I am being harassed by collections because AT&T says I owe them $ 58 dollars. Collections lady says it's because I cancelled my contract early and that from what she knows, I was required to give AT&T 30 days notice that I would be cancelling my contract. I called AT&T and they said I was never on the prepaid plan. (I know for a fact I have always been on a prepaid plan.) That I was on the early billing plan. WT**? Early billing vs prepaid? What's the lesson to learn here? How can one be on a PREPAID plan or even EARLY billing plan and still owe you money? From day one I have always paid ahead of time, 1 month in advance. No every deal that shouts "military discount" is actually a good deal. Shop around. Be careful dealing with AT&T!!! Most def not a company I would trust ever again. I tried to resolve this with AT&T customer service and the lady kept repeating the same line like a robot... not much help.

I called AT&T and told them of my situation. They said because they are not the distributing party of the tv, they could not help me. I was upset. I told the lady, "how do you promote something and then have no knowledge or take no responsibility of it!" My notification literally states, contact the general manager of where the phone was purchase from to get assistance. You sold me the phone. You sold me the plan. How do you not know and just brush the blame solely on one party.

Every time I make a change to my service, such as buy a new phone, purchase anything, add data, etc, etc, they automatically change my contract to paperless billing. I have had three late bills due to this. Every time they do this I call and tell them I don't want paperless billing and to please flag my account so this does not happen again. Every time they tell me they will flag my account and it will not be changed anymore but then it gets changed again. THEY LIE!!! THEY are DISHONEST!! If I changed my contract to benefit me without asking them they would prosecute me. They feel however that they have the right to change my contract without even consulting me first. If they can change this just imagine what else they will change if they think they can get away with it. This is an unethical company!!

For five months was told it would happen on the next bill - until one honest person told me it would not. I was paying top price for everything. I had had it. I was paying a ridiculous bill. The intent was to reduce bills. I switched phone, internet and TV. I had not had problems with cell phone until this time. My phone was being cut off repeatedly. The last time, I was clear what I owed. On September 14th - zero balance. Bill due on the 18th. The 3rd of October, phone cut off again with a $160 bill. Where did it come from? I was told a check for $51.** bounced. I did not write check for $51.** and my check that I did write cleared.

I had been out of work for over two years and had been trying to reduce bills. This entire situation with AT&T was nothing, but problems. I finally filed bankruptcy for the ice was breaking. After filing, my cell phones which had a current balances ($87) was cut off. I called and the rep was telling me that I had to pay this mysterious balance and that AT&T did not deal with bankruptcy and did not have a law department. My intent had been to continue my cell bill, but now it is in with the bankruptcy and looking for another carrier.

So I have spent the better part of yet another day trying to get someone to understand I just need her phone reconnected. They informed me it would be free. Outstanding!!! This is by far the most inefficient company I have EVER dealt with... It is ludicrous not to be able to speak with someone from the United States when trying to get a phone in the United States.

Now we have the s7 and my fiance screen went black after charging and getting hot, not to mind the lil crack on the back. We are told it's a hardware issues and we can make a insurance claim but, it will be 170. Don't think so. Warranty can't take it because of the crack and they will charge the price of the phone if they send it back to you. Crazy, right?? I've done everything from contacting warranty, insurance, tech support, and corporate and I haven't got any help beside being talked to rudely, hung up on, and being told "we can't help you." Moral of this they are only out for money, not to help you. I am now out a phone until late we can come up with over a thousand dollars. Worst company ever.

I have spent over 8 hours on the phones with agents who have each told me different stories. Tonight the last agent and manager told me they will also be charging me for when they had my phone suspended for over 3 weeks and I could not use their but they are still going to charge me for service and data that I never received. I am not in a contract with them after these 10 years so to charge me for service I never received is absolutely ridiculous. They forced me off the grandfathered unlimited plan to begin with and never did I even use 1/4 of the data that they all of a sudden say I used but say they can’t tell me/show me the specific usage. They have now kept my number and is causing me a lot of issues for my entire family and hours and money I can never get back. They literally don’t care anything about the law or their customers.

This time, I thought everything was set but no. The rep mailed the phones to the address we have not moved to yet! We went over this many times during the hour and 46 minutes! So, when I didn't receive the phones, I called again! This call took 53 minutes and we found that the phones were at UPS and due to be shipped back the next day. Sooo, I took a trip to UPS and finally got my phones. We move tomorrow, 10/1. I tried to get phone and U-Verse installed that day but I was told that I would have needed to call 6 months ahead in order to get a Saturday appt. This is a business. I will be without internet on Monday. They are coming...or are supposed to come on Monday. I'm betting that will go smoothly... NOT! It took me about two hours to change every other vendor I have for the business. AT&T is pathetic!

We told the rep that we were going to Sprint to get their phones and assumed that they would leave the phones on long enough to transfer all of our numbers and data back to the same new phones. She turned them off. So, we went back that next day and had to beg them to turn back on the phone as they did not want to do that but reluctantly did. What all this did was take us out of the time they had given us to return and cancel ATT services with no penalty. As it was done all within the time frames by the contract but with turning the phones back on that took us beyond that timing.

Now ATT has gone to collections with a $176 bill for three days and 5 calls? Really, sounds very fair to me? By whose common sense? Or is it just some brainless idiot that can only apply what they can read in black and white. Does not seem fair in anyway to me and just one of the many reason why I never deal with ATT and I would discourage anyone as when I do have to deal with them, I pay $39+ for the absolute worst home internet you can imagine all because they cannot get their service to me which is less than a mile as the crow flies.

I am the only business in this building. When I tell them that, they say that I have to call another number to find out what the issue is. When I call that other number they say that it is not their issue it is another departments issue. After calling multiple "customer service" numbers I am still left with, "it will be about 3 weeks, and we will give you a call when we know when we can install it." That was two weeks ago and still not phone call. So I have no idea when I will be able to get internet service in my new location. I wish that was the only issue I am having with AT&T...

I also have 4 company phones with them. Three of the phones are "not-so-smart phones" (flip phones) which I use for business lines for clients to call me. I don't want clients to be able to text me or communicate any other way than email and phone calls, that is why I use flip phones. At my new location those phones do not get service, even though there is a tower less than 1/4 mile away. I understand that may not be an AT&T tower, but their only suggestion is for me to go get new smart or I can get something that will hook up to wifi to increase my cell reception. That device costs $200. But... it has to be connected to wifi (which goes back to the first paragraph).

It is a long rant but I am very upset that in order to get the service that I pay for, I have to wait for them to hook it up, which who knows when that will be, then I have to purchase additional equipment to get my other devices to work. Worst of all I cannot get any answers and nobody in the company will work with me. I have one smart phone, three flip phones, and an internet connection that is extremely slow. I understand the slow internet connection is my decision for the amount of data it can transfer, but for over $300 per month this service is horrible and the company refuses to answer any questions or offer any help other than "you need to go purchase new devices to help their network." I am trying to run a business, I do not need to help them provide me service!!!

I asked them to get me out of this phone and I will get another one even though the service is horrible. They say now I have to pay 150.00 to get out of the phone. I have paid 1300.00 for both phones and 200.00 per month on my bill but yet they has a company cannot eat up the 150.00 in regards to an issue that is theirs not the customers. I was told word for word "if we do this for you, we will have to do this for all our customers." What kind of a company says that and admits there is an issue and it will cost them too much to fix what is rightfully not the customer issue. 600 S and main street manager was not willing to do anything.

The customer service line was unwilling to do anything. I call the LG company directly and this was the answer "send us your phone we will fix it and you will not have it for 2 weeks, once it's fixed I will resend it, but we will not recall this phone nor do more than this" even though this is my 3rd phone in less than 6 months. Where's the company loyalty, where's the customer appreciation, where's the companies side of a contract. This is a pretty much buy at your own risk, we don't guarantee anything, we don't help, we don't work with...** AT&T.

A service rep looked up my account and told me my wife had gone over the data limit and we were charged an extra $45 for the overage. He wouldn't let me see the account on his Tablet, or whatever he was using. I knew he was lying because I had checked data usage (online) before I went there and found that we were under the 15 gig limit by about 70%.

Next, when I bought my granddaughter her phone I told them I wanted an inexpensive phone that would take the abuse of a 12 year old. They brought me a box with a phone in it and said it was $150 and I could pay it off in monthly payments. When we got our bill I found out we had bought a phone for over $800 and I was trapped because I had signed the contract/purchase agreement.

This kind of stuff happens consistently. They speak another language (jibber-jabber) when they explain things to you so you get lost in the explanation. Now I'm a former air traffic controller...and no dummy. AT&T is perhaps the most unethical company I've ever had the misfortune to get involved with. I don't understand how they can get away with the misrepresentation, deceit and lies they continually practice.

I returned s7 edge the S6 edge will turn off and not charge. I went into the store and was told that my warranty has expired by 2 days and rudely told that they would not do anything. I contacted customer service and was transferred multiple times two people expressing AT&T responsibility to replace the phone but that they had no power to do anything. The customer service experience was completely unacceptable especially for a customer that has been committed to you for so long. I was told to contact Samsung or take it to a Samsung store which doesn't exist that they would be responsible for it so now I owe over $500 on a phone that has never worked properly and your company refuses to help me. I asked if my business means anything to them and they expressed not their problem.

Is this typically how you guys do business - that you would rather me take my business to another provider than to help me solve this issue? Please contact me if there's anything you can do to help. If not I will be taking my business elsewhere and continue to spread the word that AT&T is a horrible customer service company.

Now I have to tell you that EVERY time I call AT&T I get a new excuse - I was told I was supposed to combine my DirecTV and AT&T bills; I was told I didn't turn in a phone; I was told the account names were wrong; I was told I missed the date and did not qualify. Something different each time. About three times I finally worked my way up to a supervisor only to "accidentally" be disconnected - mind you this only happened with supervisors. One guy gave me his name and phone number - but when we were "disconnected" (read: hung up on), I called back and nobody had heard of the guy. He gave me a fake name!! This is a supervisor!! How am I ever going to get this issue resolved with this level of sliminess.

The Young America group - their third party rebate processing people - are truly con men. And BTW - AT&T says it can't help and I have to go through Young America, but the number I call for them has the AT&T phone tree options. How are they separate? And I did not sign a contract with Young America. Anyway - slime, slime, slime. Reptilian!! No wait, I loved my snake. So I won't type what I really think of them. Thank you for listening.

Original Review: Sept. 27, 2016

I was with AT&T for 2 years. Unfortunately they are not one of the better carriers. In many areas my work, my friend's house, my house etc with AT&T these areas plus more had the worst service. Anyway after my contract ended I switched to T-Mobile. In all the same areas with T-Mobile the signal was much much better. After switching I got a bill from AT&T for $89 and change which I paid thinking it was my final payment to them. I later received a bill for $59 and change. I called and asked what this was for. They were billing me for the entire month of April even though I switched and canceled the 1st week of April. The girl I talked to was very nice and helpful, so I thought. I told her that I shouldn't be getting billed for the entire month. She agreed and readjusted my bill to I think it was $29. I was happy with that and paid it.

I also had a second line with AT&T which I never used. I thought when T-Mobile closed my acct that was it. NO, the 2nd line stayed active until I received another bill for $51.75. That's how I found out it was never closed. I called that day, explained the situation and the girl put me on hold. When she came back she said everything was taken care of and that the acct was now closed. This was back in July. I'm still getting bills from them which is now up to $169 and change. I just got off the phone with them AGAIN! The 1st girl I talked to said she sees everything that said on the system so she knows it's true what I said but she couldn't do anything. She had to transfer me to another dept. I went through the whole story with this one and she is now telling me that her system shows nothing of what I am telling her and that the bills are valid and that I have to pay them. Then she starts adding that I've been sent multiple bills, emails, texts etc.

Oh, she also tells me that the adjustment the girl made was just a credit and that I still owe the rest of the $59. I don't know how I'm going to get out of this but I told her "There is no way in hell I am paying you $169. The most I will pay is the amount of $51.75. The amount of the bill I received and called the same day" and she said she canceled it and that I was all set.

Oh, also after getting that $51.75 bill, calling and having her tell me my acct was closed as of that day, well this person I talked to today tells me in July when this girl closed my acct, she tells me it was never closed. That they closed it in late Sept for being late with payments. But meanwhile the next day after it was closed in July I checked my tablet and saw the it had no more service, an "X" where the bars are, telling me there is no SIM card and the only way it will work is through wifi. But yet this lady today says I had service until Sept. These people can't even lie good! But I'm going to get screwed!

Fast forward to a year later, and I'm getting a call from their collection service telling me that I owe money for my last bill. First off, the collection agent pretended to be from an outside collection service when she was, in fact, part of AT&T's in-house collection service. She threatened that it was going to be put on my credit report tomorrow if I didn't pay today, and told me that AT&T will charge after your service is ended, even when they say the account is paid in full, for pro-rated service. Neither she, nor the customer service agent I called afterwards, cared that AT&T had assured me that my bill was paid in full at the time I canceled my service.

After speaking to the two reps from the different departments, it's easy to see the lies that they told me. They pretend not to be able to see your information, put you on hold, then magically are now able to view your account. They misrepresent who they are and what their role is in the company. They say there are no notes regarding any of the conversations you've had with previous reps, and then as the call progresses, they are somehow mystically able to see a note here and there. I now seriously doubt that the collections rep was telling the truth about my credit report and what would happen if I didn't pay today. Also, they routed their call through a local number to make it look like it wasn't coming from AT&T.

This is one of the worst companies I have ever had to do business with. How is this billing practice any different than the mob collecting protection money? They are bullies that steal amounts small enough that they won't be taken to court, but they do it to thousands and thousands of people, and we have no recourse against them.

Secondly, I clearly asked them till when can I exchange my iPhone 6s for a iPhone 7. They answered it as this month end. I stopped by in today and they said it was decided on friday that they are going to end the offer this Sunday (which was yesterday) and couldn't upgrade the phone now. They would have (at least) said dates may vary instead of this month end. I am not going to go to the at&t store again that's located at 33810, lakeland, FL. I am done with them.

I called AT&T, then took it to the AT&T store to have it replaced under the warranty (I also pay for insurance). The sales rep did not seem as eager to help with this issue compared to a new sale and the corporate lady he called re: the warranty was very condescending with no sympathy for my situation at all. They informed me that I would be getting a USED phone in place of my brand new one that I'm paying $700+ for, which would take up to 3 weeks to arrive and suggested I purchase another phone to get me through that wait. She also said if my damaged phone (which looked brand new with stickers still on it - no scratches, cracks, etc.) did not get returned in new condition (i.e. damaged during shipping) that I would be charged full price for both phones! I tried to pay for insurance when I mailed it back, but it wasn't allowed.

When my new phone arrived, we had to go into the store to get a new SIM card and that sales lady was also very rude. Since I've been using my "new used phone" with the advanced messaging, my husband and I are having trouble receiving text/picture messages. The phones obviously do not work as advertised and there are glitches in the new messaging system, but no one from AT&T seems to care. We would like to switch carriers, but don't want to lose a bunch of money. Very disappointed and frustrated.

So they were closing and we had to return next day to finish transfer when they say "Well it's buy one Galaxy Note get one free BUT this will not take effect till 3rd billing cycle." Ok. That's fine then we will get a Credit back. So as we go to finish up we had to trade our old phones in and they would put that credit to our monthly bills instead of VW bill and that will come out of you 650 credit for each phone... new info and they will not give you the trade in to go to VW. But ok that should still be enough for our bill. VW bill comes in and it is appr. 474.03 per line since we still owed on our phones so our bill was appr. 948.06. Then we wait and wait for our switcher promo after submitting our final statement to AT&T. We get our cards in the mail after 2 months and one is for 121 the other 269 so I still have a bill for VW of 558.06. Are you friggin kidding me?

So after long waits no responses I finally get told after the 3rd day of trying to reach someone that I was just told wrong that the trade in value comes off of what you would owe on your phone per line... For instance I owed 474.00 for my phone so 474-300 trade in value and I only get 121.00 for VW And vice versa NOT 650.00 Trade in like they told me! They could not help me said they will talk to the store and make sure they are not misinforming about the promo and now I am stuck with a 560.00 bill with VW. And since it took them so long to send the promo money that all my trade in credit has been almost used up by AT&T bills. So soon I will have 2 phone bills! They basically said I should have been paying VW while I was waiting so I wouldn't have 2 bills. BUT isn't that what I was told that they would pay VW and the whole point of the switcher program? So furious, this was all a big scam for sure.

After I received a call on Thursday confirming the appt on Friday waited all morning no one showed. Called, transferred back and forth between AT&T and DirecTV. Dropped calls. Then after 1:45 mins on the phone according my timer on the phone they said the ticket was closed because it looked like it was already installed. After 3 hours on the phone and a call back two hours later I was told they would be here on Sunday. Show up today with two wired boxes instead of one wired and one wireless. Technician said that he did not have a wireless in the truck so he would note on the order what the problem was, instead the order was notated that I had cancelled. After another 3 hours I gave up. I am going back to the devil I know, Time Warner Cable.

Let me get this clear. AT&T interrupted my service by their work and I have to pay to fix their problem??? So I said "This is unacceptable." He had no answer. I said "Perhaps I need to switch providers..." He responded saying "I can switch you to someone who can easily close your account." I guess I see how much my 10+ years means to AT&T!

The next day I found out that a third option had just become available in our community and contacted them. I called DirecTV, cancelled the order, no problem. AT&T sent me a e-mail telling me that my bill for my cancelled account was ready for me to view. I ignored it as I should not have owed anything on a cancelled account and was assured it had been cancelled. The next email I received was a collection notice for not paying my $89.01 bill.

After spending two more phone calls, both of which I got cut off from with no return call, I was told again not to worry, it has been cancelled. I was told twice that I would receive an email confirming the phone call. The first time I received the email for the bill of my cancelled account. Today I received an email stating that my new bill was ready to be viewed. I have not viewed it yet and have decided to not call as that has not gotten me anywhere. I hate to even give them one star as I have not had their phone service, but was forced to by this site. I would have give them negative stars for the absolutely horrible customer services they provide.

After 7 months I am receiving calls from a collection agency telling me that I owe a balance of $500 some for outstanding payments. I asked where is this bill coming from. "Oh, we have been calling you but never got a hold of you since May." I said **. My phone number has not been changed. My address has not been changed. I have not received any kind of notification from either ATT or this collection company.

So I call ATT and wanted to sort out things with them. Was on the phone with Customer relations and Dispute department for more than an hour. The lady said "call back. I will talk to my supervisor and we will work with you on it." I called back, had to go through everything all over again, spent another 25 minutes with them and they said oh since it's with collection agency they can't help me anymore, I will need to talk to them. ** people. You just wasted my 3 hours for nothing. I was willing to work with you but as always ATT ** don't care about their customers. I am so glad I don't have them anymore. Do not change your service to ATT. WORST CUSTOMER SERVICE, WORST SERVICE AND WORST PEOPLE THAT WORK THERE.

Days went by, no email. I didn't want to be fined $150 for not returning the equipment in time, so called customer service again, and had to wait AGAIN for a long time to actually speak to anyone. They didn't acknowledge not sending the email, and when I asked for a list of what needed to be returned, she just said "all of it" and just to take it to a UPS store and that they would know what to do. I did this, and found out later that I didn't need to send them all of the wires. How pathetic, you work there and you don't even know what equipment to return? Then I had to call back to confirm that they'd received the equipment, as again, no communication.

They had - and at this point I'd gotten the bill for the next month. They wanted me to pay for a whole month of service, even though I'd canceled two days into the billing cycle, and before the statement was produced. I asked if they could pro-rate it and the answer was NO that I'd need to pay the entire balance and they would send me a refund check in 30-45 days. Are you kidding me!? But, it's gets worse... I'd been paying my Wireless and U-verse on a combined bill for years. The customer "service" rep. never mentioned that those would be separate bills from then on, so when I did pay that month U-verse and wireless bill, it all went to U-verse. So I paid over $100 for a service I no longer used. Then I get an email from AT&T Wireless saying they are going to terminate my service for non-payment of bill that same month.

I used chat this time and all the rep kept asking was if I could pay my bill that day. I asked how come no one told me they would be separate Then I asked if I would get a refund from U-verse, "yes, 30-45 days". The email from AT&T said that if I didn't pay my bill, they would disconnect my wireless service, and charge me $40 to reactive. ARE YOU KIDDING ME?!? 15+ YEARS A CUSTOMER AND THIS BS. They wanted me to contact U-verse, which confused me as I'd been paying the bill combined for years, so obviously that billing had never been an issue.

So, I had to pay double for wireless last month, and am very curious as to how much I will be refunded by U-verse, as I only owed them about $4.00 last month, and paid $120. How can two divisions of the same company not communicate? Do they think customers just have endless amounts of money? Who does this? How can they get away with it? My advice to you - don't ever use U-verse, go with anything else in your area. You'll get better deals and hopefully better customer service. So sad, because they used to be really good and have integrity.

This only slightly overshadows the time your cable company required that I agree to another credit check when they inadvertently shut my service off a week before my last move. YOU shut my service off a week early, but to turn it back on, YOU required a new credit check?! No. I canceled my U-VERSE service (which was absolutely horrible by the way - no one week without problems during the entire year of service), and I shall wait out my current phone contract if I have to and move to literally ANYONE ELSE. Joe Bob's Down Home Cell Phone Service? Sure. Whatever. Nothing, nothing at all could be this awful.

I go into the AT&T store today to purchase 2 new iPhones and a tablet and was given even WORSE service. When Lauren casually watched TV while my account loaded instead of engaging in conversation about my issues with the tablet. Another customer walked in and she began to work on his account and did not say "I will be just a moment" or anything. I was completely ignored, so I left. I called in to get the store manager's name and Lauren's name and she said "WHY DO YOU NEED IT? I WAS JUST MAKING COPIES." Terrible customer service, incredibly rude. I will be contacting the Store Manager and posting my review on every site that I can find. Sadly, this is the last straw with AT&T. I will be making a switch to Verizon due to the terrible customer service I have received at this store.

Guess what? I received a bill in the mail for $55 from DirecTV. I called into AT&T. They stated I had to call DirecTV... Of course DirecTV can't do anything because its equipment charges and it is needed to show the programming but that is all understandable but that is not what was told to me by AT&T representative. I only want what's right, either the $29.99 per month or discontinue the service without any early termination fee. I have been in telecommunication and sales for a long time to know that this was either someone trying to get commission or just didn't understand the promotion. I just want what's right or I will take legal matters because I know you have it all on tape and my Attorney Eric ** will act accordingly for any and all damages. No threat just being honest.

Finally today I call and I actually get "combined billing." Do know what they said? They are undergoing a software update and need me to call back in a few hours!!! I'm calling during the day... Not at night... Not after hours... During the day! They said they cannot even help me or call me back, instead if I want to speak with them then I need to call them back in a few hours! I guess AT&T is the only company that decides to do major software updates during the day when customer call, updates that prevent anyone from being able to even look up accounts.

So I call back and guess what. Of course once again I get routed through phone hell. Transfer after transfer... No one knows how to help. No one answers. Transfer, transfer, transfer... Disconnect, disconnect, disconnect. Routed to U-verse, who again tells me that combined billing is done through AT&T and they (again) don't understand why people keep routing me there. So I get routed again to some department and this time I cannot understand anything the person is saying. I have no idea of where their accent was from. She (again turns out) is with U-verse and doesn't know what I am talking about even though she repeatedly says she's with combined billing. She has no clue as what I'm talking about when I said I needed it combined because there was a discount if services are combined. She actually asked me the amount of the discount, why there would be a discount, etc.

I finally told her that she works there and should know what the discount amount is and should know about the discounts offered when everything is combined. Silence. She then tells me that I just need to call back. Again, I need to call back!!! Argggg! End of story: call after call and still NO RESOLUTION. Not a single person has assisted me, gotten me to the right department or has been able to combine my bill since everything is bundled.

A bit late for me, as I had already sent a number of messages that I would have used email for. When I got home and saw my bill, I called and told customer service what happened. I was told I had to return to the AT&T service store where I received the incorrect information. I was quite angry about that (thought they were one company, but I guess not) so I told them to send me to the Loyalty department. Jeffrey was very nice, and told me he would provide full credit for the $51.98 charge. I just received my new bill, and not only was that amount NOT credited, I was told I was past due, and they charged me $5 for being late!! So I called and was told 'sorry, we won't credit you'. So, after 27 years, I will go to Verizon. My sister and brother both moved to Verizon and appear to be quite satisfied with their service.

Some friends used Verizon internationally both on land and on a cruise without issue (it was a daily charge, not a one time 30 day charge). So, after all the issues I have had with AT&T Wireless (and there have been a lot of issues!!) and all the poor customer service that I put up with, I say 'goodbye' to a long time vendor. For those of you that choose not to move off of AT&T Wireless, I suggest you ask questions that you may not know you need to ask, and that they don't tell you about or you will be charged for service you expected or be threatened with collections when you had no idea that the credit that was promised did not go through! So good luck with that. I will be at a Verizon store by the end of this week to start my new service!

Of course he automatically blamed me for buying the phone from another person instead of AT&T. My argument was, if the debt is from the guy before me, why don't you go and collect from him, and unlock my phone. I'm a hostage of the situation. He "explained" that they will do nothing of the sort, I should go complain with the person who sold me the phone, but I am now on the other side of the world and have to go through a pain in the ass process just because "my" company, after 25 months, instead of realize that I am not the guy that stopped paying them and I have nothing to do with that other guy, punishes me.

According to Ernesto, the company doesn't even care about the phone just the debt, but depending of the amount and the time, they don't even care at all. The problem is that in the process I can't use my phone and there is no solution at all to my condition. They even suggested that I could sell the phone to someone that has AT&T so they can use it... What kind of solution to fraud is that? The company doesn't care about me being a client for 25 months, they just say "You should have bought the new from from ass to ensure there is no problem." I say AT&T should tie their debts to the clients not to the phone. I even asked, "What if I wanted to pay what's owed to be able to unlock the phone," the answer was: "You can only do that if you know exactly what it's owed and you have the information of the account." Therefore I have no way to even pay to solve the problem. In the meantime I'm screwed.

Later Ernesto decided he was entitled to give me advice and that it was a good moment to learn a lesson before I interrupted him and he hang up. AT&T is a terrible company, who doesn't care about their clients. They don't help me out with my problem, make ridiculous suggestions, blame me for buying the phone somewhere else when all they should do is just have a registry of who buys what phone, collect the debt with them, and stop bothering their loyal clients.

I'm never going back to them, they are horrible, and I'm super disappointed on them. They gave me wrong information when they said I'd be able to unlock it just by paying my lost phone, they never said the phone had debt when I registered the "new one" with my number, and what is worse, when I said they were not helping me this Ernesto ** got offended.

Because if they really want to stop fraud, they would have asked me for the contact of the person who sold me the phone, that way they could collect the debt, but they didn't. They just said that I have to complain to him... They are joke. They want me to go to some guy and say: "Hey dude, please pay your debt with AT&T so that I can use the phone." AT&T is a terrible experience, with ridiculous rules that don't help the client, just covers their backs. I'm cancelling my account, never going back, and I will make sure that every time I have the chance I'll say how bad as a company they are.

After dealing with customer service and trying everything we could to fix this issue we gave up and called Samsung (since the phone was out of warranty at AT&T). We then moved her onto a backup phone with a sim and things are great with her but I now have no data connection. This is all very suspicious behavior and due to our "contract" being up I have to conclude that we are being pushed to buy another phone and stay with them. I feel like I'm being bullied by this company.

When I called, they offered me very small credit and I was told that just because data was turned off, it really wasn't off that the "sim card was still active". Isn't that FRAUD? When I asked for an address to mail a complaint to, I was told that no address, phone number, or email address existed. Really, no one to handle complaints. I have been a customer of AT&T for over 20 years. Well, I am currently looking to switch. These large companies could care less about the consumer. I had to pay AT&T $1200 for overages I never incurred. There is no fighting them. They always win. Sad state we live in.

I then call AT&T customer service in August for dispute of the tablet charges. I was told the tablets are free but services have charges. I told that I never used the service and the tablets, and I can return these four brand new tablets. Actually I was misled by AT&T customer representative. Finally AT&T customer service only waived me the current month charge and the early termination fee by cancelling the tablet services but it didn't refund me the initial month tablet service charge $320.

I have several questions regarding this dispute: Why AT&T customer representative had misled customers and made these very confusing cross sells? Ironically my original request was not resolved - I still received a separate bill for DirecTV. At that time my AT&T wireless plan already costs me $180 per month. I only used three of four mobile phone numbers my package has. All plans are unlimited usage. Does AT&T really understand what customer needs are? Why customer needs extra four service line charges when current plan still have capacities? Please stop this malpractice. AT&T agreed cancellation of the services without penalty but why didn't refund my first month service charges of $320? It is fine if I already used any service but I didn't use any without opening the boxes. I want AT&T customer service to correct this wrongdoing and refund me this $320 overcharge.

After a week I saw on my bill I being charged a one time fee of $49. I proceeded to call customer support twice on 29 August. The first person had no clue on how to take care of it and after being put on hold to talk to a manager or higher I got disconnected. I called back and after 1.5 hours they finally took the charge off my bill. Two weeks later today (Sept 15) after paying the total bill owed $230.16 I received a credit for the charge for the wireless receivers $52.19 and proceeded to make a payment for the balance of $177.97 on the same day (Aug 29).

On 15 Sep, after checking my account I find out that I still owe $32.50. I proceeded to call billing again and after being put on hold and waiting almost an hour (55mins) again I got disconnected. Am fed up and realized that I am not calling back and if they do not call me back I am switching back to Bright house. What happened was, and I figured it out. I thought they were still charging for the wireless receivers and the representative also thought the same. They credited me for $145.47 instead of $177.97 I paid. Which is a difference of $32.50 the balance they on my bill.

I could see this in my account online but the representative could not for some reason and had to talk to another department when I got disconnected. Again I figured it out while on the phone and it still did not get resolved after 55 mins and getting disconnected. Terrible service. Now I know why they are enticing people to switch services with reward cards. My service has not been the same as Bright house since changing as the service has went in and out along with it going still.

She then proceeded to try and get me to change my plan, and told me that I could save $30 if I took a lesser plan with lower roll over minutes, and lower data. However, two of my existing phones are grandfathered in as having unlimited data, texting, and calls, so I said NO to getting a new plan so I could keep them the way they were. This customer service call was almost two hours long, and totally worthless and a waste of both the agent and mine's time. AT&T is gouging millions of customers each month with data overage fees, texting fees, and they are shameless about it. My dear departed husband was on business in India two years ago, and he told me that everyone (even street kids) had a cell phone and were paying pennies a month for the use of them. I can't understand why here in the United States the rates are almost as high as a mortgage payment!!! It is criminal.

I already had Time Warner's 60 mbit, so I asked them to clarify. Was it megabit, or megabyte? Oh it was megabyte they said, over and over. If if I didn't like the deal, I could change my mind right? Oh yeah, you have weeks. WRONG. You may have weeks on the uVerse but DirecTV... you get one freaking day. THAT'S it. After that... boom, two year contract. Locked in. If you want out of the DirecTV contract? $450. Sorry.:) :) :)

Oh... and I hear people ask about satellite reception? We were on Dish before. They don't have some of the nicer features of DirecTV, but it was rock solid, even in reasonably heavy storms. Our DirecTV is much less so. Kiera/Pablo? Shame on you. You are either grossly incompetent or flat out liars. Kiera, I felt you were an honest person with integrity, Pablo was in training. Shame. On. You. Swindlers, sharks, cheats, that's pretty much the word I would use to describe you and the company you work for. I'll never buy another AT&T product if I can help it, ever. Dish wasn't as "modern" as DirecTV, but at least it wasn't a racket that locks you in with handcuffs on your wallet. I hope this review helps someone to NOT choose AT&T for any of their services.

I had been an AT&T customer for well over a decade and have paid thousands upon thousands of dollars and for them to not be willing to work with me on this is very disappointing and terrible customer service on their part. I feel I have been misled and given the run around a lot with this company. I'm glad to say I am through with them and I highly discourage anyone from signing up with them to avoid the same terrible experiences I have had with them over the long time period I was with them. Undoubtedly one of the worst companies I've ever dealt with.

So after spending a week in the hospital with my dad who had a heart attack, I finally find time to call them. After several transfers I get the response, "I'm sorry that promotion has expired and there is nothing we can do." So I want to return the tablet... "Oh I'm sorry it is past the deadline to return it." I called all the way up the chain and just got a phone call yesterday from AT&T... "I'm sorry there is nothing we can do to help you." So I asked it they were willing to lose a 15 year customer over $10 a month and he basically said there was nothing he could do. It's not even about the $10 a month... It's about showing some type of loyalty to a customer of 15 years. If I was a brand new POTENTIAL customer switching to AT&T, I'm sure they "could have helped me." So I'm switching EVERYTHING to Verizon and anything else but AT&T! Not that they probably care.

I asked to speak to someone else and that person kind of told me what the first person told me but wasn't as helpful but yet more helpful than the second person. They ended up telling me I'd have to do a reclaim and it would take 2-3 days. But since it's so close to the end of the week now I most likely won't receive my replacement phone for my replacement until Monday or Tuesday. Being told multiple things, all the inconvenience and lack of willingness to help a customer is something a lot of people have received and now I understand why almost everyone around me say AT&T is trash. I wouldn't even get this review a star but since I have too I dedicate that one star to the very first person I talked too. She was the most helpful and I only got to talk to her for like two minutes.

I went to the bank, cancelled the card, and tried to dispute the charges but since I was already on auto pay they said it was inevitable evidence figures - they said go thru AT&T to dispute. Okay no problem. Contacted AT&T dispute center and spoke with over 20 different reps on several different calls and same result. It's like they had their head in their butts and never put notes in and ever got my money that they taken unauthorized.

Finally I got one person on a Saturday who finally stayed on the phone with me and got me at least half of my money back. She put the manager over the dispute department on the phone and I asked this guy, "Okay so you are finally closing out my account?" He assured me yes! A month later I found out I still have multiple accounts still open! So he never shut off my account! I'm so fed up with this that I decided to go thru Cox. Not only I'm I getting faster internet speeds getting more channels and an alarm service for the house for almost 30 dollars cheaper per month. Final call to AT&T to cancel services I get transferred over 4 times and have to hold almost 45 minutes plain crappy service overall. If you decide you do want to go with AT&T or Uverse I really hope this changes your mind and take this as a beware!

Then to figure out how to qualify to get out of the Verizon contracts I spent 3 hours in a store being transferred around trying to figure this out. I had to buy 2 new Iphones that were the same ones I already had (5S) so that I would "qualify" for the Switcher program to bring down my monthly payment and hope to get my contracts bought out. I ended up buying two 2 "new" iphones through AT&T which were WAY overpriced for their value and traded in my old iphones for $85 a piece (way UNDERvalued). What they lied to me about at that time was that that $85 trade in was going to be DEDUCTED from what they'd pay me in buying out my contracts. Complete ** once again. So basically I traded my iphones in for NOTHING.

The "new" AT&T Iphones I received were actually refurbished phones (WAY overpriced) and I've had to exchange them 3 times for malfunctions in less than 3 months! Unbelievable! Three months later I'm still waiting for the "rebate" to come in the mail. I finally called, transferred around, long waiting time... only to find out I'm actually receiving $338 out of the $530 that I owe Verizon for my contracts. It would have SAVED ME MONEY TO BUY OUT MY OWN CONTRACTS in the first place. What an unbelievable RIP OFF from AT&T and HORRIBLE CORRUPT SERVICE. No one could help me, no one wanted to investigate me being lied to by various workers. It seems that this is just the "AT&T way." I will make sure everyone I know knows how horrible and corrupt they are and I look forward to leaving them too.

TODAY I find that AT&T has double billed my bank account and overdrafted me. I chatted with AT&T online, they said it's because they want their old broken modem UPS'd back to them. So they overbilled me and will return the $150 to my account when they receive the old modem. A week ago, when I first learned that they want the old equipment UPS'd back to them, I talked to an AT&T rep on the phone and told her I would return the old modem as soon as I could and do not overbill my account. Well they did anyway and now, as I am on disability, I have no money to live on for the rest of the month. I am completely finished with AT&T and will probably just stream whatever I need from now on. I definitely do not recommend AT&T internet or any of their services after this. VERY DISAPPOINTED.

When I spoke to DirecTV, my bill is bundled, they informed me I shouldn't have been shut off and I wasn't behind by their records. The nice DirecTV customer service agent even put me on hold to try to rectify the situation. I also told DirecTV they should be very concerned about the way AT&T treats their customers. Unfortunately, I am stuck in a contract with AT&T for internet service until Feb 2017 but be sure I will be canceling my internet and switching to COX but will keep my DirecTV!

Please people do not ever do business with AT&T and if you currently with them run... Leave as soon as you can. Do it for your health sake. This company will literally drive you crazy. Run I say run. This company is dangerous and you can never trust anything any of their associate says because when you call back you are told something else and they do record their calls so no one will verify any information. These associates can treat you and say anything to you and cannot do anything to defend yourself from them. DANGEROUS COMPANY AT&T.

Thursday afternoon/evening we experienced Hurricane Hermine; as a result we, along with several hundred thousand folks, lost power and had considerable damage. Friday morning before we began our repair/clean-up, I began texting friends and family to let them know all was fine. The phone worked perfectly until around 9 a.m. and then the tower, which is two miles down the road, went down. Our neighbor who has Verizon also experienced a problem so we knew it was the tower. An hour later, his service returned but ours didn’t.

I waited another hour and called 800-331-0500 which is the number to report cell tower problems as well as customer service. The lady who took my call quickly told me there was no problem with the tower and that I was mistaken. I suggested that possibly her info was wrong, explained about the hurricane, etc., and mentioned that Verizon had been down for a while too and everything was working fine until 9 a.m. She refused to listen, was emphatic that I was wrong, said my phone must have internal problems so I had to talk to Tech Support and transferred me to them.

Jennifer answered. I explained the reason for my being transferred to her (no cell service), gave her the last four digits of my husband’s SS# since we have the account in his name, and told her about the storm. She said before she could help me, I had to have a Temp PIN before we could go any further and said she’d text it to me. I again explained I had no cell tower service so couldn’t receive texts (which was the reason for my initial call); she then wanted to email it to me and I explained – again, about the storm/power outage; she wasn’t listening.

She kept insisting that I had to have that number before she could help me and I kept explaining that there was no way for me to receive the number anytime soon since Duke Power had no idea when service could be restored (for many in our area, there is still no power!!). I asked her if my account was current and I had the last four digits of my hubby’s SS#, why not just share some tech advice if that was the problem; she kept refusing and by then we both were getting testy. Then she said she had to talk to my husband to confirm our account. I told her he was with neighbors helping to remove a tree off of a house and asked her what she needed to know, stating that I could answer any question she had. She said she couldn’t tell me the questions. DUH!!! I’d already given her his full name, our address, etc., but she stuck to her broken record that she couldn’t help.

By that time, I felt that it wasn’t that she couldn’t – she WOULDN’T – she just REFUSED to help. Yes, she was polite but continued to be so obtuse about our problems that it was ridiculous. About that time hubby ran in to grab some tools so I asked him to speak to her – and he gave her the very same story I’d already shared several times – and never gave her any info that was different from that which I’d already given. She asked him if the phone had worked the day before (she’d already asked me that several times – once should have been sufficient) and he told her yes, etc., and repeated everything I’d already said. It was a vicious circle; she refused to accept or understand that we could NOT receive texts/emails and at that point, it was becoming an emergency. Though we were using our land line, we do NOT have long distance capabilities because we use our cell.

We could not go to a different area to make calls as we live on a peninsula with only one road in and out which was blocked by the cops until power could be restored. If we’d left, we’d not be allowed to return. We needed to let family and friends know we were ok and we needed to make calls to the insurance company. In the end, nothing was resolved and we received no help but she agreed to put in a service call for our tower – which is EXACTLY the reason I’d called initially and instead received nothing but crap!!!! If the first lady had bothered to actually listen and report the tower problem, I’d not have had to deal with Jennifer.

A couple of hours later Duke Power stopped by and told us that our problem probably WAS the tower, as one worker had AT&T that didn’t work and another had Verizon that did. He said he thought when the power was fixed, the tower would be fine. Many hours later, power was restored – and guess what – WE HAD CELL SERVICE AGAIN!!!!!

Now, about that temp PIN number, Friday was the first time we’d ever heard about it. In the past when I called for tech support, all I had to do was to give the SS# digits and then someone would help me and was always VERY nice; it was the kind of CS that I bragged about to MANY people!! When I’d call to report a tower problem, I’d be thanked and that would be it. I’ve never had to deal with such stupid BS before. If having that PIN number is such a big deal, why didn’t AT&T share that info with everyone weeks ago so that situations like this wouldn’t happen; an email could have been sent along with a ‘grace period' so folks could get their “PIN” numbers in place without having to experience what we did. We had an emergency and received nothing but stupid aggravation from both AT&T people with whom we spoke.

By the way, Jennifer texted that temp PIN number to us so when I have time, I’ll have my own info added to the account – but by now it’s a mute point. None of what I stated above should have happened and is the reason I gave such a poor review (4) to your text feedback that we received yesterday. We gave serious thought to giving a 1 but made it a 4 instead. Now I’m asking, what happened to the friendly, courteous, helpful Customer Service I’d become so accustomed to over the years?? It was like the company changed hands or was invaded by morons!! We’re hoping that the two ladies in question are not the norm but merely an example of poor training or lousy attitude.

If I didn't reside in an area that has to only use AT&T I wouldn't use them. This is the most nickeling and diming company that I've done business with! The Uverse service is great when it works but my services goes out probably once a day in which I have to reboot one of the boxes (satellite service doesn't do this). This could be the reason that my boxes just stopped recording because I am constantly rebooting them for this ridiculous service! If these promotions aren't added back to my account I will be canceling my service bright and early tomorrow morning after holiday!

I called AT&T tech support the next day to continue troubleshooting. They were unable to resolve the issue and I was advised to drive 30 miles out of town to an AT&T tech support center. Since the phone was only a couple of days old I took it back to the store I had purchased it at and their tech support attempted to resolve the issue and they were also unable to. They suggested I take the phone to a local AT&T store and see if they might be able to assist. The AT&T representative also attempted to assist and she even tried replacing the SIM card and AT&T Mobile data would still not work. The AT&T store representative advised it must be an issue with my phone. I took the phone back where I had purchased the phone and after explaining all that had been done they ordered a rush replacement phone for me.

When the new replacement phone arrived they again attempted to activate my new replacement Unlocked Samsung Galaxy S7 edge. With the new replaced SIM card provided by the AT&T representative. The replacement phone also was not able to connect to the AT&T Mobile data network as the same issue as the old phone. After troubleshooting with the store representative for a couple of hours we decided to try a Verizon wireless SIM card in the new phone and mobile data started working immediately. I decided to switch my service to Verizon wireless and after a couple of weeks of canceling my service with AT&T I received their bill for $150. I called AT&T billing and they advised me not to worry about it as the service is billed in advance.

A month later I received a past due bill from AT&T for the same amount. I called AT&T billing back and explained my complete issue above asking why I should have to pay for any service. The AT&T billing representative advised she would clear off all the charges and I wouldn't have to worry about it. Two weeks later I received another bill from AT&T Wireless and this time it was for $10. I called AT&T billing back again and re-explained and asked why I was being billed anything at all and I was eventually advised that they were unable to credit me with any more credits. So I just paid them the $10 to settle the matter.

They have lost me as a customer. I am switching to another carrier and will never recommend them to anyone and will tell everyone I know of my horrible experience. I pay them just about 250.00 every month for three lines which is crazy high and then they have the audacity to demand more!! Time to be smart and run!!! AT&T has lost my business!! Do not do business with this company!!! Steer clear!!

The next day our service is turned off completely - even after confirmation of payment. Then since my only available option to get in contact with ATT was via chat I tried to get it settled that way. After over an hour online arguing with the chat rep, they ask for even more money and want me to give them my credit card information over the chat forum. After making it clear I was not comfortable with that they insisted that it was my only option. So I did so and they proceeded to tell me that my payment had "failed" and they wouldn't try again. However I had JUST purchased something (after they said the payment had failed) through amazon and it went through perfectly and my bank statement said I had ample funds in there to cover the payment. Not sure what kind of scam they are running there but it is absolutely RIDICULOUS.

I got the watch home and from the very beginning I was having issues connecting the watch to my husband's phone. I spent over 3 hours on the phone with AT&T trying to resolve the issue, they couldn't figure it out. A couple days later I spent over 7 hours traveling to 4 different store to have a band aid solution to the problem. I just received my bill for the month and see that my bill jumped from $280 to $505. I'm being charged almost $100 for the watch and $70 for the tablet. I never received nor signed for a contract. I have reached out several times to AT&T to have their upper managers contact me and no one has. I am being charged $45 each for an activation fee, $10 each to add a line to my account, $30 for the watch for data, and $20 for the tablet for data. My watch is also only getting 300 mb of data for $20 instead of $10 for 1gb.

I was never told about these fees, no one ever walked me through the prices. I was never given a contract for the new items or signed for them. I attempted to contact AT&T several times with nothing but the runaround. I have asked them several times to contact the managers to no avail. I expected my bill to be no higher than $350, not $500 and it's infuriating.

I immediately called and got a supervisor. I explained the situation and she called both DTV and the wireless dept while I was on the line. I laughed because she got the same runaround (being hung up on, transferred to the wrong dept., etc) as me. Finally we find out. There was no promotion. They do not bundle DTV and wireless. It was a contract. I asked her to review the call and see what she could do. She said she would call me back. Crickets... I call 4 more times and get 4 managers who say they will call me back. Crickets... Finally I was advised by the 5th manager (who had offered me many things for my troubles including an upgraded phone at no cost) to contact the office of the president.

I filed a claim with them as well as the BBB and got a call back the next day. Unfortunately it was from an unhelpful, unsympathetic "sorry sayer". Well sorry does not right what you've wronged!! She closed the case so I opened another. The woman I got that time was very nice at first. Attentive and responsive. She had another manager call me to try and make things right. At this point I was done with AT&T. I told the manager he could end my contract and unlock my phone and I would close my case with the BBB. He agreed. He told me I was all set. I try to unlock my phone the next day and it was denied.

I call back and come to find out, somehow because of the previous owner of the phone (which has nothing to do with me or my good-standing account) it could not be unlocked. I was furious. I said "ok fine. If you won't unlock it, send me a phone as offered before." He agreed and said it had to be approved by the agent from the office of the president. Crickets... So I call her. She denies it. She refuses to do anything about it. This company has no training for their call center employees. No organization. Worst of all, they employ liars who do what it takes to make a quick sale. If I had not gone into the store that day, I would have been bait and switched into a contract I was told did not exist and a ridiculously high bill. They are just despicable...

Well, the other half never show up and when I called AT&T to ask, I was told it already arrived in my mail in a form of a letter that I had to claim (?). I told them I never receive ANY letter about the second half of the $200 so I was told they will file paperwork to investigate what happen to the money. In the meantime my bill jumped to over $300 a month and I had to call to file a dispute and found out they never took out the promotional HBO and such package and was charging me once the promotion ended. My wife and I had AT&T a long time ago and we switched carrier because of their hidden agenda practices with our bills. Should've known better that a leopard never change its spots. I am counting on the day until my contract with these people is over so I can leave this (**) company.

I went to a landline and called the store. I was told to take it to the device support store down the street, I hurried there. I needed to get in touch with my doctor. At this store, I was told my phone had several pressure cracks, that I must have done something to damage the phone, dropped it, set a heavy object on it. None of these things occurred. I explained it had been acting wrong since I got it and if I did not have neuropathy I would have known this and returned it. The woman said I damaged the phone. They do not work in this model, so I had to find somewhere to repair it, if it could be repaired. I was in shock, I had babied the phone, it cost me a lot of money, I still am paying for it, and did nothing to damage it. No one else used it, and it is kept in a safe place overnight.

I tried to explain. The woman was rude, told me I should have paid for the AT&T $14.99 a month warranty and just handed me back the phone. I cried all the way home. I just found out my cancer had returned, need to pay for tests and co-pays and now I am accused of breaking a phone. My son who is 18 graciously allowed me to use his phone and he would wait til we could afford to fix mine or get him an upgrade. Wow great kid, so we went back because she told me my sim card would not fit in his phone. She was wrong it did, but it wasn't a wasted trip, the young man was nicer. He told me to call HTC who have a program that allows you to replace a phone once for free. Still we have to wait ten to 14 days, and my son needs his phone. I feel like a horrible mom taking his phone from him.

I called AT&T, I know this phone was damaged from the day I purchased it. HTC said sitting in the 100 degree heat probably made the existing damage worse just like a windshield. The cracks are internal, you cannot see them. I understand people lie, say they didn't cause their damage, but I did not expect to be treated so rudely. I know I was sold a damaged phone and maybe they did not know, but would it kill them to be polite, tell me they are sorry, and even offer me a credit for the two weeks I will be paying them for a phone I cannot use. Nope.

I tried their chat forum, that program lags horribly and disconnects. Representatives on the phone were as rude as the woman at the device support store. HTC representatives were nice, pleasant and showed empathy. I had found out my cancer was back and my $700 phone broke in one day. I was having a bad one, yet never raised my voice, only kept explaining I never damaged the phone and it had acted bad from day one. I had attributed the touchscreen issues falsely with my neuropathy. There was no reason after over 15 years to be treated like a liar, disregarded and shown absolutely no respect at all. I now know why all my friends and family have left AT&T for Verizon. I too will be switching once my phone is back.

Verizon allows you to open the boxes, not what happened when I got the HTC A9, the sales person had it out in her hand. I feel like she wanted a commission badly enough to sell me a phone I bet was returned. I had told her I wanted to stick with HTC due to my disability and if they didn't have one would go online. Phones are expensive,I am a single mom, battling medical issues, putting kids through college, and I got taken for a ride. Sure she probably didn't know the phone was broken, but it was the way I was treated the last two days that made up my mind. My own 18 year old son treated me with respect, giving up his cell phone. Have any idea how hard that is for a teenager? I do, I teach them all day long. AT&T could have at least said "We will credit your bill for the time you cannot use your phone and talk to the representative about her attitude." I would lose my job if I treated people the way she did me.

Then today hours wasted trying to get a solution. HTC said AT&T could use the same program to send back the damaged phone and get a new one, so why not replace mine and offer to do that. I will not continue with this company. Verizon will pay up to $650 per line to pay off phones and fees, so I will be changing ASAP. AT&T has forgotten it is the customers that keep them in business. I am also canceling DIRECTV since it is an AT&T company. I refuse to do business with rude people. Empathy is free, you don't always have to solve a customer's problem, but showing a bit of compassion for their frustration makes customer feel valued. I just feel used.

So, as we all know, we CAN'T take AT&T to court, we had to let that go, and live in peace and keep enjoying Verizon and never think to look for switching. But, AT&T nonsense continues, a week later we received a bill that we owe them the price of the two phones, $1700 (that were returned and we have return receipt), and when we called the main number about it, they told us they can't look it up and we have to go back to the store to get this resolved. So AT&T can send a bill and can't find IT on their system. Total waste of time and stupidity. I am really sure why us, we still can't believe this is it and this is the way they treat all of their customers. Ignorance and total disrespect we have seen from this company. SAVE YOUR TIME AND STAY AWAY.

The final insult is that they profited $45 off of a phone that they misrepresented to me in the first place and they had no one who could even help me with operating the phone and stole $45 from me of a restocking fee. NEVER would I ever do business with them again. We had to buy a pre-paid phone that does what their phones do not do. Stay away from this company as they do not even know enough to help you if you have any problems. I called repeatedly with help on this and was passed around to several people before I finally gave up and just asked a friend to help me figure out that I was lied to about this phone.

This may not seem like a big deal, but 1. I wasn't available for the 2nd install date, which wasn't discussed with me at all, 2. I don't see why I should take off work twice, 3. wasn't comfortable canceling just a part of my current service or going without TV or internet for 5 days. I called the number back and explained the issue to a new rep. She rescheduled my install date for 8/25 and apologized up and down for the miscommunication. The next morning an AT&T tech arrived at my home, waking me up (I work a later shift), he seemed a bit put out, and I did apologize. No one told me to cancel this. One would think the rep the night before would have taken care of it. Thursday 8/25/16 the DirecTV rep arrives and informs me he is only there for the TV install - hasn't been trained on the internet install. (DirecTV rep was nice and professional.)

I called AT&T for the 3rd time. This rep was also apologetic but when I explained I would not take more time off work she replied the next install date was the next day Friday 8/16 or 11 days out for Saturday 9/10. I said I could take the afternoon install on Friday so long as the rep arrived at the end of the window time (1 pm- 3pm) but could not be available before 3 pm so she said she would make a note and request the tech arrive as late as possible - translation, if they come at 1 pm and you aren't there it will be rescheduled yet again. I then received an automated call later that afternoon asking me to confirm the 9/1 install date, so I stayed on the line to see what this was about.

After several prompts another female rep answered and proceeded to ask every security/identity question possible. I mean they called me. She then verified that she saw an order for Friday 8/26 for them to install Elite internet service. I stopped her and explained I was told the Turbo Max. It was discussed in depth - I even gave her the date/time/phone # and name of rep I set the order up with. She put me on hold, came back several minutes later, and let me know they can do the Turbo Max for $20 more than the price we had set up. I asked to speak to her supervisor, it took several minutes for one to get on the line. After going through the issues again, he finally just offered the Turbo Max for only $10 additional to price I was quoted, and I said no. At this point you can either honor what I was told in the initial call or I will just cancel the internet install altogether.

He transferred me to yet another manager/resolution specialist and she was the worse one yet and flat out said it can't be done, it's not possible, so I ended up canceling the AT&T internet service install altogether. A very good friend who lives in my zip code signed up for the same package. She had no issues. She had 1 install date and she was also told Turbo Max, quoted the same monthly price as me, which tells me it's possible they just didn't want to work with me, even after they kept compounding the install error.

In all I spent over an hour on the phone with just install and package discrepancy issues. Will now have to find a different internet service, then have two different bills to keep track of monthly for the next two years. I would suggest they train their sales reps better and then when one is wrong take responsibility for their mistakes and work out the issue with the customer. Also the paperwork said I would get a whole home genie and I did not. The DirecTV tech who did my install told me that was more expensive and had to be included in the original order - which apparently it was not. All around bad experience. It's a shame DirecTV will have to be accessed through AT&T.

Well after calling in for the last year while paying on my new account for internet in Edinburg TX, having to speak to 5 to 7 representatives and Manager who said they would investigate and return call, no one ever returned call and each time I called in I had to repeat my story to 4 or 5 reps who assured to help me then after hearing my complaint passed the buck to different departments with NO Luck, No Help. They have yet to Refund any of that money except for reverse some charges charge to new account and a 19.99 check that was original issued at time of cancellation. We have not closed our account with NO Hope of Collecting a Refund for Money stolen as far as I'm concerned from my Bank Account. AT&T is sure good at charging!!

After termination Cancellation of my account including returning equipment. I received a new bill with a $50.00 Restoral Fee for account we no longer have... Please be careful when giving your account information... ESPECIALLY TO AT&T!!! Oh!! I even sent a letter to the dispute department. That's when we received a check for the $19.00. No explanation just a check.

About 2 years ago, I was on "then" unlimited data plan - on the phone with customer service as usual with our monthly customer service issue - the rep says, "Well ma'am if you'd like I can evaluate your data usage and see if we can save you some money on your overall bill". Ok great - we "evaluate" and lo and behold - they take me off the unlimited data plan and put me on the 15B plan. HMMM now all of sudden nothing really changes in our lives - most of us are always connected to wifi with a few exceptions here and there in cars etc... but definitely not enough to be incurring data overage charges like we have in the last 2 months.

We had never had a data overage charge that I can remember in the last 2 years. I call customer service the first month it happened. I was able to get one $15.00 charge credited - oh really thank you for NOTHING!!! I contacted Apple Care to work with them to see if they could help me with why I might be incurring these overages - we reset my data history and tracked my usage. I called them back in 2 days - according to Apple Care - connected to WI-FI no reason for data overages.

Today I took the time to call AT&T Customer Service 1-800-331-0500 called - didn't write down the reps name - she was being helpful (I thought). She was sounding like she was hearing what I was saying - offered me other options and plans that might work better for "my needs". Oh and she informed me that the 15GB plan that I'm currently on is no longer available - and that I can change from my 15GB account for $235 a month to a plan for 25 GB for $223 a month or an unlimited plan (which I was originally on 2 years ago but they "suggested" that I change to a 15GB plan and now I can go back on that unlimited plan for $260 a month). WAIT WHAT??! So at this point I was so frustrated that I asked the rep for a number or name of an escalation department for me to go to and work with because I had had enough of the smoke flying and wasn't getting anywhere.

At that point she realized I had a "combined bill" and that I would get better resolution with the "Combined Billing Department". I was in the middle of talking to her and I hear a phone ringing in my ear - she had just dropped transferred me to another department. And can I just say the level of professionalism in that first department was awful - there was some guy in the background talking and yelling so loud at times the rep was so distracted I had to repeat what I was saying and I could hear complete other conversations in the background!!! SO AWFUL FOR THE CUSTOMER!!!

So here we go - person number 2 Danisha (wrote this one down). I go through it all with her again and asked her the name of the previous person, she couldn't give it to me due to privacy rules - what? So now I'm on the phone with Danisha starting over with my issue - went through the whole thing what my issue was; why I was calling; what the last person had told me; still very calm - didn't raise my voice once or get sarcastic. So we got through it all and she says she understands - gives me a Wireless Customer Complaints address for me to write to - saying Fort Wayne, IN (Indianapolis) is what she said.

So now she said she understand that I should be issued a credit and she's going to contact the "customer accounts" department and tell them about my situation. So now I'm on hold for some time. She comes back and says, "I've spoken to them and they are on the other line, when I transfer you they will be prepared to work out the credit with you". Phone rings... Dyshon answers - asking me how he can help and can I give him my passcode so he can access my account. I literally saw red - but didn't raise my voice or lose my patience with him. Instead I said, "Did Danisha not just tell you what my situation was and how I was looking for help?" He said, "No ma'am I just received the call". Unbelievable so I asked him what department he was in - wireless customer service.I ended up right back in the same department that I was in with the first agent. I was furious!!!

So I told him a bit of my issues but instead I didn't go into too much detail. I asked what a person needs to do to get a phone call back from a manager or higher up person - and noting that I had run a call center before and no I didn't want him to get up and have his co-worker in the next cubicle sit in his seat and say they were a manager -I know that trick all too well!!! He said he could take my number and have someone call me back in 15 - 20 minutes.

I have to say this overall issue has taken up to 4 hours of my time today. I am an Interior Designer and charge $250 per hour for my services - $1000 worth of work that I've lost by having to work with AT&T on this issue!!! Wonder if they would wait that long to get my money when they were due that much money!!! So I do finally get a call back from Wallace - he's from Customer Attention - Floor Support. So Wallace had been briefed at this point from looking over my history that had been documented from the last 3 reps - if they wrote it in - but I'm guessing mostly from what Dyshon had told him in order to get him to call me back.

So he apologizes for my frustration and here's what he's going to do for me - they will give me an additional 5 GB to my monthly data usage for no charge and credit me $70 to my next months bill and I should definitely not go over that extra 5 GB given his evaluation of my data usage. So I had some questions for Wallace that simply put he could not answer:

Why was I removed from my unlimited data plan 2 years ago to be put on the 15GB plan to "save" money? Why when nothing has really changed in any of our lives all of a sudden our plan in the last 2 months we are going over data usage when we are almost always connected to WI-FI? Why can I get a 25 GB plan for $223 a month but will continue to pay $235 for 20 GB on the current plan with the 15 GB plan that's going away? The first month I called I was told that I needed to shut my data off at night when I'm in bed - if I'm not using my phone and all my apps are closed when I go to bed, and I'm connected to WI-FI, how can my phone still continue to use data to drive up my data usage? How can AT&T continuously treat customers this way - the customer service (if that's what you want to call it) that I received today is totally ridiculous?

So Wallace heard me out, he said, "I understand stand it's been a frustrating day for you and I would frustrated as well". So he put me on hold to give me my "credit" and change my plan adding the extra 5 GB - but before he would finish the "deal" he came back on because I had mentioned that I was writing a complaint on Consumer Affairs and then to Better Business Bureau and writing into AT&T Complaints - he said, "So with the offer that I've extended, I have to ask will you still be filing the complaints?"

I said, "What difference does it make - if I say yes you won't give me the deal?" Seriously my complaint wasn't all about the overage charges and the running out of the data. By the end of the day my issue was with the customer service - the fact of the plan changes that AT&T seem to think is ok to keep doing to their long time customers constantly playing games and changing them so people get confused and pay more constantly... I really don't understand how they can conduct business this way and get away with it like they do...

I angrily refuse to be ripped off like that and they suddenly were able to "find another way". Then they changed the 4 line minimum to 5 lines after it was all set up and after I had been repeatedly told at two different stores that 4 lines were fine. Then they mentioned that it would still be several more days to get it done. Originally, it was a simple matter of getting the extra line and telling them I wanted a commercial account. "We'll just switch you over" was the smiling response. NOT true. Then the "free" phone pitch started which has several hidden charges and is not free. Then the "add a line for $9.95" pitch started which requires a service upgrade of $50. to become eligible.

Then the attendant at the store cannot get the account set up and the delays begin. "We'll have this done in six hours." It's now been 12 days and counting. "I'll call you to verify in the morning". Nothing. "I'll have my accounts manager call you when he can. If not by tomorrow, it will be probably Monday." More waiting. "We can't verify who you are", "your tax ID is invalid" (it's been good enough for the IRS for 38 years). "You have no credit" (even though I'm at 790). "I never told you 4 lines minimum" (it was repeatedly said and I told them I was only getting the 4th line to qualify for the commercial account). It just goes on and on and has for years.

Then I needed help with a better number while buying a new phone. The attendant insisted I do it on line. Of course he failed to mention that it was free if done while buying the phone and $36. if done on-line. The ONLY reason I am still with at&t is that it is the only system that works at one of my locations. As soon as another tower goes up that's it. We will cancel and move on. I will not be lied to and over charged by arrogant or incompetent representatives. I will not be told one thing and then figure out later what the catch is. No more bait and switch!

AT&T is a top dog in the mobile industry, however, when you take away the self created image of the "honest, best in customer service" BS, they are very much in comparison to the crooks Comcast. The only difference between Comcast and AT&T is that Comcast gives their bad customer services with no chaser. It's straight up, no masking. AT&T lies, smile, and stays polite while they screw you over. That is just my opinion... my experience. I am still upset with my family member for recommending AT&T. It is my hope that once more people start complaining that customers will experience better service for their hard earned money. One should feel good about spending their money, pleased, not robbed.

Then I received a letter. This time the correct address, so again I called requesting a bill. They said they would overnight it (this was in July still). I asked if they were going to send me to collections. They said no. I made a $256.99 of the $356.99 balance while I waited for the bill. I got the bill mid August, and called and said payment will be made in 8 weeks (the time it took the new company to process). Now 8/24 I get a call from an attorney's office Jessie ** with PPA who was very rude and said she was marking my account as refused to pay. So again call AT&T. Was told by employee ID ** that I should have received a bill via email when I canceled and there was nothing they could do. All my bills are set to paperless, I double checked my spam folder. No bill was sent to my email after I canceled. So now I'm in collections with a negative hit to my credit score because AT&T is a terrible company.

I traded my Note Edge, given 140.00 toward the deposit for the phones. He explained that our first bill would be somewhat higher due to activation fees and we were given a "my next bill estimate" showing it be close to 290.77. He went to explain that it takes 2-3 billing cycles for us to receive a credit for the deposit on the second phone and at that time, we would start seeing a credit for the monthly charge for the second phone in the amount of 14.61. We were told we would receive a gift card up to 650.00 for the switch from Verizon credit. Everything the sales rep explained to me was false. I have had to go into the store every month regarding my bill. The bills have been $584.37, $667.49 (I misplaced the 3rd bill and no one could tell me what it was), $338.51 and my last current charges are around 250.00.

Two weeks after I signed for the account, my husband went to his native home in Gambia, Africa. While he was there, I bought phone cards to call him. When I received my first bill, it was explained that they could not guarantee me that I would not be charged for international calls. I was charged 2 something per minute. I was credited for a portion of the bill and was advised to sign up for international plan, 59 cents per minute, which I agreed. My husband's phone was stolen in Brussels on his transit home. I went to Walmart, bought a prepaid phone, and had it activated so that he would have a phone. The rep never reported the phone stolen and two weeks later, I received an email stating that the phone was activated.

I went back in the store and was told that since we already activated a new phone, there was nothing I could do. I was fearful of my banking info being compromised. In the meantime, as my husband made calls, our bill was extreme once again. I went back into the store and was told that even though I had international calling on my phone, you have to pay the 5.00 fee on each individual phone. I agreed to put on his phone but the next month, the bill was again extreme with international calls on my autistic son's phone. I explained my husband would never use his phone, I was never given the credit.

In the meantime, my internet went down and I locked myself out of my account. When I called customer service, "Dave" was a pervert. When I gave him my email address, being 6369 as the last portion of the email, he decides to tell me that "69" was his favorite number. It caught me off guard so I pretended to ignore it. After troubleshooting the internet, I made the comment "Yes, I'm in..." He says "these are words he loves to hear." I felt violated. When I explained this to the next rep about my extreme bill, she decided to credit my account to accommodate the issues I'd been having.

The general manager left a voicemail on my husband's phone at the end of May stating we'd get the switcher visa card before June 4, which we never received. It was at the end of June something was stolen off my porch. When I called Digital Life, the security portion as to why I couldn't see the video, I was told that if there is too much movement (at the time, a house was being built next to mine), the video camera will not continuously record, it will jump every 15 seconds. If I wanted to cancel, it would cost me 553.00.

To no avail, August 14, I return to the store because my bill was 343.00. Last month, I cancelled international calling due to not being able to see a detailed bill. I was told it was never cancelled. My husband was using a free app called Viber to call his children. We were told that it didn't matter if it was free, AT&T was going to charge us. My husband sent money to his son to call him. We were finally told that he was being charged 3.12 per minute even though his son is not with AT&T. Anytime an international call is made to or from the phone we'd be charged. The rep told me she would escalate a ticket and we would hear from her on Wednesday. She explained we were not in danger of the phone getting turned off. My phone was turned off Monday, the 22nd. When I went into the store, I was told that the RA, whoever that is, was on vacation and she just didn't call me back.

It was explained to us that we were not getting any more credit because we used the network. It was at that time the rep on the phone explained to me that we were never getting a credit for the switcher credit or deposit for the 2nd phone, if the bill is ever late, it voids the promotion. I asked her why I was never told that because IF my bill was late it was because we were waiting to hear back from AT&T to adjust the bill. We were told our normal bill would be around 175.00 and it has never been that amount. Because the phone was turned off, we could not transfer our numbers unless the phone was turned on.

We paid the bill, to find out that if we cancel, we have to pay for the buy one/get one plus the last bill close to 1000.00 as we are still paying Verizon on a monthly payment arrangement to keep from the last bill going on my husband's credit. The stress has taken its toll on my health. I'm not sure if it is legal to mislead customers as AT&T has done. My husband is 64 years old and works 85 hours a week to take care of his family. I type this letter with the hope that no one else is mislead and lives disrupted by the greed of this corporate business.

Went back to the store and talked to them, they told me I had to call AT&T. Called again to no avail. Very very unhappy and honestly pissed off. Why the heck would I trade in my phones to a new carrier and switch if they weren't going to cover the cancellation as advertised? They said the "trade in value" of the two iPhone 6s's (one 128 g and one 16 g which they gave me $610 for) is taken off of the $650 per line "deal". So, if that's true $690 is what should have been paid to my old carrier, not $100 stinking dollars (that never got paid anyway). What sense does that even make? The customer service lady I spoke with (who at this point is the only pleasant experience I've had with your company so far) even said herself that this doesn't sound right and makes no sense.

So basically, to trade in my two phones they gave me $610. I paid another $88 the day we started service with them, so I paid $698 bucks to open 3 line account with AT&T, and didn't get a DIME to help with the cancellation of my old account. The best part? I'm on the hook for the canceling fees of my old carrier, plus the rest of what I owed on the old phones, plus the over $1000 dollars for the new phones that I got from AT&T, got a super awesome first bill of over $300 from AT&T and apparently I am paying the installment for the price of the iPad that they said would be mine for $99 because of another special they were running which surprise surprise turned out to be not true as well.

Thank you so very much AT&T. I really enjoyed taking a collections hit on my credit for a bill that I was assured would be taken care of BY YOU on two separate occasions. Can I make a suggestion? In the future, consider throwing in a bottle of lube to help ease the pain that follows switching to you, because after talking with some people it seems like I'm not the only one getting rammed. At this point I'm going to be contacting my lawyer, because this is absolutely ridiculous.

I asked to reduce my service with them to bring it down in cost. Again, they put me on hold and never returned. It is very frustrating to try to deal with AT&T online. They come on in the first instance as courteous (once you get past the recorded message) but if you have a problem with anything on you bill, it is a lost cause. In this case. I guess I will have to find another service which is hard to do in view of the fact we are limited in my area. This is a conglomerate gone amuck.

I called the next day when their system was back online to place the order and was told that AT&T would no longer honor that deal. This seems to be indicative of a larger issue of certain customer reps promising customers one thing and not honoring those promises, basically lying and tricking customers. I would 10/10 not recommend AT&T based on their customer service. I've been a customer with AT&T for 11 years and will no longer be one.

I have spoken to dozens of representatives and I get different information each time. Last customer service representative I spoke to told me that I needed to go to the store I did the cancellation with because she couldn't help me. (I have an issue with the way the store handle my cancellation so let me go back to them so they can mishandled my account again. That makes sense.) I understand that for a company of this massive size 796$ is nothing but for a college student who can barely afford her bills as it is that is an insane amount specially when I am being charged for services I didn't receive. Emotion: Angry.

Jesus, I'm a sole practitioner. Why so many bills and nothing to show for it? When I re-upped in March on my telephone for another year, I was told that in order to keep a lower rate on the bill, they would have to send me a tablet (which I did not need and which has never been out of the box!). Good God, what is going on? All I need are my telephone lines and one internet line. That's it! Oh, and ATT sends me letters constantly telling me that I have to call by a certain date to lock in or they will increase my rates. I know I'm getting screwed by this company and I just want to know why?

I've been in the hospital for a few days so I told her I wasn't going to be able to make a payment until next weekend due to a short check. She told me she couldn't restore service until everything was paid even after I told her about my experiences for the past two weeks. I asked her, "So what happens if I go back into the hospital and I have no way to reach my family?" Which she replied "I'm sorry you've been in the hospital. They have phones you can use to reach your family." My heart broke. AT&T you have lost a valued customer and your employees aren't ** for that.

We went ahead and did the switch end of March 2016. Now it's mid Aug 2016 and we did NOT receive any rebates on early termination fees which we paid $1020 for the 4 lines. We submitted the rebate application on May 10, 2016. It's been 3 months and we got nothing. We called AT&T to follow up on 7/19 and was told that our application was processed, approved and we should received the rebates by end of July, 2016. We waited until Aug 11 and still received no rebates so we called AT&T again on 8/11 and this time was told that the application has not been processed.

We then called Oscar, our salesperson for help. Both Oscar and his sales manager, Denny ** told us that we will NOT receive any rebates on 2 of the 4 lines because they already gave us the trade-in values for the phones. It's the same as rebates on early termination fees. The other two lines, we might get rebates base on the difference of early terminating fee and trade in value. Why? We were assured by Oscar that trade in values and early termination rebates are two entire separate things. We asked him multiple times & he assured us before we signed up. Why the mix up now? It is sure a "bait and switch" because there is nothing we can do now since we are stuck in a 30 months contract.

For those who are on the fence of switching to AT&T, my honest advice is to stay away from this store and from AT&T all together. Sales Manager kept saying "I don't see where the problem is." The problem is you just scammed hard working folks their hard earned money. As of today Aug 13, it's been 3 months since we submitted the rebate application together with our Verizon final bill. We received no rebate Visa cards from AT&T and we paid $1020 early termination fees for the 4 lines that we switched. The only thing we received are two text message from AT&T -- 1st on May 10 and 2nd on Aug 12, both message saying the same thing "AT&T Free Msg: Your rebate request has been received. You will be notified when it has been mailed. Please allow up to 8 weeks for processing." FALSE PROMISES!

Lastly: on Friday August 19th, 2016, we received 4 letters from AT&T stating they have no record of our trade ins, therefore no rebates will be sent out. After months of dealing with AT&T, it's been a nightmarish ordeal & we need help suing them. This could well become a class action lawsuit as we are sure we aren't the only victims out there. We are also filling a complaint with FCC & BBB.

When I asked an AT&T 'retention specialist' if they would waive the invasive 'number change' requirement to retain my 40 year relationship with AT&T her answer was 'Sorry, we're offering the special to attract new customers and can't allow you to keep your old number'. So AT&T would rather have 1 new customer with NO track record than retain two existing customers with credit ratings over 800 and a 40 year history of on-time payments. Nice business model AT&T. The wireless accounts were migrated to Verizon yesterday and U-verse is next. Ba-bye AT&T, and good riddance.

Then I waited another month. Somehow, my rebate was lost in the shuffle and another month went by. I called number after number and received different info for each clerk I spoke to. Then one great store clerk worked with me for 2 1/2 hours to straighten things out. Well, this was rejected because one digit was wrong with one of the phones, even after the courteous clerk checked and rechecked and rechecked everything. Then I got a text stating eight more weeks I had to wait for it to be mailed to me. I was given 3 different dates that everything was expedited and was on the way.

Remember, this all started in the last weeks of March. Now I'm told it was mailed on August 8th and another call stated August 11 and I have to wait 3 more weeks. Well, I'm still waiting some 5+ months and nothing. Also, my gold plummeted, like the stock crash of '08 from the $600 on each phone (tops to be reimbursed) to phone #1 $670.07 last bill to $378, phone 2 $434.97 to $260 and phone #3 $526.39 to $309. Is this a bait and switch scam or not? I reported this to the Federal Trade Commission to be false advertising and a scam (still waiting for a response).

All I can say for ATT, is they are still the same old company, empty promises, employees assuring you they are expediting this because I should not have waited this long. WRONG. When, and if when I get my money, I will bring back everything - uverse, DirecTV and internet but not my cell phones and calmly place them on their store counter and leave. Let them sue. If they cannot deal with you in "good faith" well, neither can I. I'm going to cable tv and internet and Walmart for cell phone service.

I would really like to write what I REALLY FEEL, BUT I'm not going to stoop to ATT levels. I would not recommend ATT to a dog, if it could use their services. I've been screwed, chewed and blewed. If you are smart, like I was not (and I'm 70), I should have listened to my dad's advice on things - IF IT SOUNDS GREAT. RUN!!! They really don't even deserve a 1 star. Don't you have burned out stars, like about 10???