AT&T Wireless Reviews

I was connected to a gentleman in the Birmingham Office. He politely informed me that since AT&T and DirecTV had merged and my mother was using DirecTV at her house which was still in my name since 1998. Her bill which was not due until Feb 28 would need to be paid before they could reconnect my phone and internet service. He said since the two companies are together there was nothing I could do. They bill a month in advance. AT&T is horrible, I live in Ohio and I was talking to a agent in Alabama to get results prior to that a man from London. I really do not understand how these companies can merge together and do whatever they want to consumers. I am looking for other options to never use AT&T again. This the worst company ever. They raise prices without informing customers and seem to get away with everything. If you don't have to use them, steer clear.

Customer service is crappy, no one knows what they are talking about. Rude customer service tells me I won't cancel my service with them because I owe too much money on next phones, and one told me to go to the Better Business Bureau because no one ever looks there anyway. They have cheated me out of so much money and time it's unreal.

This company is full of employees that know nothing about the company they work for or the rules. Many of them don't care about the customers including and especially the one I talked to today. I'm on the phone with them more than I'm on the phone with my mom. I'm constantly fighting for money they try and steal from me, then I'm constantly trying to fight for promises employees make. I have to call back a dozen times to find an employee willing to help. And now they have ruined DirecTV too. I'm a 24 year customer with AT&T and 21 years with DirecTV, or ever since they bought out Primestar. And I'm leaving both companies. I can't believe they bought DirecTV when they don't even know how to run 1 company.

As today February 11 2016 it is not credited. We want to know why they did not credit the $100.00 for the return of the modem, and still want the full balance of $138.58. What did they do with the modem. Have the receipt when we returned the modem, nothing has been done as of this date. We were a long time and loyal customer of AT&T. We are so glad we switched to a different carrier, and had no problems with our new carrier. We would like this issues with AT&T resolved AS SOON AS POSSIBLE.

On February 4, 2016 I received an "friendly" reminder that my bill was past due. I still had not received an actual bill. On February 9, 2016 I also received a text showing $10 would be billed to my account for additional data usage. I have been with AT&T since 2004 with the same number and billing date... 5th of every month. My phone had never been disconnected in twelve years until January for a brief 10 minutes or so... and I am expected to pay $40 when I wasn't even informed of the change in my account. Very unhappy...

I was quoted $107.69 to include Directv plus Turbo Max Internet. This was to be a recurring charge for 12 months (Discounts of $41 to Directv & $42 for the Max Turbo Promotion). In addition, a credit for prior Uverse tv service of $25.05 was supposed to be applied to my first bill. As of this very minute, I have been on the phone for 1 hr 54 min, talking to 4 different reps and no one is able to help me get back to my original quote. Each has passed me off to another person and the guy talking now is trying to downgrade my service to save me money, telling me my ongoing bill is $153.00. I stay the hell away from these idiots. They make Comcast look competent.

After returning, I called customer care next day and the executive said that my fees will be waived off in next bill. I called after 1 week to check the status and the new lady executive said there will be no waiving off of service charges. This is the sickest way of exploiting the customer and extracting money from them. Hell with AT&T. I have now requested for cancelling my service as I don't want to continue with them. I would say DON'T GO FOR AT&T. They are just there to suck money out of you. They are full of hidden charges.

I was then transferred to the customer retention department. They informed me that they could do nothing to keep me in the plan that after 60 days I would be taken off the plan, at that point I requested to speak to a supervisor and she tried telling me the same thing. I asked if it is a requirement to have DirecTV or UVERSE then how was I put on the unlimited plan and she said I shouldn't have been. I said because it was a mistake made by AT&T I would like to stay on the plan. I was told they would be able to give me a $100.00 credit on my account and that would be all. I requested to speak to a manager and was told I would receive a call in 24 to 72 hours. I am not looking to receive anything more than what was given to me by AT&T.

The service for the U-verse TV was $39.17 a month, and no lie I only received 3 channels that were worth watching. I voiced my opinion to a representative after being put on hold for 45 minutes, and was told they could only upgrade the channels with an additional cost per month. Can you spell rip off. Ok, but I had a year's contract I committed to till September. In February of 2015 they charged me a late fee. I paid the bill with a letter explaining I would never pay them any extra money as they were charging me too much for the TV and I paid the agreed amount. I am not spending one more wasted minute on the phone on hold to a phone company that will leave you on hold.

Next month they charged me a late fee on a late fee. I have paid them the agreed amount every month on time. They did have the U-verse TV turned off in August for what they say was $$ owed on my bill. I was really upset about losing my 3 channels. I paid the final contract bill in September and sent all their equipment back. They say I owe them $139.54. They have turned me into collections. I will fight this. I will never pay them this money. I believe them to be the most despicable, Greedy, unreliable company ever. Not sure what happen to AT&T, but they are not to be trusted with their promises and greed.

Almost immediately I went online to check my acct. Only to find out that I was locked out of my online acct and my phone number was gone. I never could get any help from customer service after numerous calls and being given the runaround. All I got was talked down to and told it was my fault. I switched to StraightTalk wireless and so far I've been satisfied. It's much cheaper and I can't tell any difference in the service. I guess time will tell. So long AT&T!

A week later I get a text from AT&T saying I will be responsible for $500 if I don't return my old phone. I called AT&T and told them, I cannot return a phone that I paid $200 for because the replacement was never sent (to me). I asked again if they had reported the replacement phone stolen. The rep said the last rep had started the process but didn't finish it. She told me she would. Fine. I go on about my business until I find a $115 charge on my cell bill for "item not returned". I call AT&T again and dispute the charge, telling them, again, that my old phone will not be sent to them because they did not send me a new one. This rep removed the charge. I asked again if the replacement phone had been reported stolen. I don't like the idea of thieves getting enjoyment or profit from what they steal. She said she was taking care of it. Fine.

Today, I get a text (on my Go-Phone) that my device was added to the block list. I sent a message back, it didn't bounce back, but I doubt anyone read it. I messaged them that they blocked the wrong device. The device they blocked is a $35 phone I purchased from Best Buy and I am still in possession of the receipt. They should have blocked the stolen replacement phone. This company is beyond frustrating. I'm looking into new cellular companies but I did take a valuable lesson from this; if something goes wrong, don't buy a protection plan, and don't use the warranty, just buy a new phone outright.

I PAY MY BILLS AND I PAY THEM ON TIME. If this doesn't get resolved I am going to cancel my service with At&t AND because I manage employee accounts at work I will be changing my company cell phone plan at the same time to Verizon (26 phones lines). The collection is only $342. If it were mine I would pay it. PLEASE GET THIS REMOVED! This seems to be a very common issue if you google At&t/Southwest credit.

***The warning is that you can only suspend a line once per year, meaning in order to keep a line you must pay for an active line the other 6 months. Insult to injury - I deactivated Smart Limits 6 months ago for the same line as well and it was re-activated supposedly by me the same day. I failed to notice I've been charged for it ever since, yet I only started receiving the Summary of Activity this month. Sounds fishy to me!!!

I spoke to several managers and all they could basically say is, "It's not our fault and it really doesn't matter how long you have been a customer and how much money you have spent with this company." BECAUSE WHEN YOU SAY YOU CAN'T HELP ME AT ALL; YOU ARE TELLING ME YOU DON'T CARE ABOUT ME and what is going on in my life. That I should have checked my text message even though I had family member pass, being homeless for unforeseen circumstances and being sick with strep throat, bronchitis and asthma for me and my child. Even with all that going on I called and said my payment was not taken out with the arrangement I made just to tell me it's all my fault! I am a mother, a healthcare professional and long standing AT&T customer and I am not valued at all as a person or a customer.

It doesn't matter what I am going through at all; the Corporate company does not care!!! When my housing situation is resolved I was planning to add DirecTV but now they would rather lose me as a customer than help me! They would rather say, "Even though you called us because your payment did not come out" and I wanted to make sure it got paid that, "Yes we will accept your payment of $341.66 but the rest of the amount that is due and we can't set up any kind of arrangements with you and your services could be cut off at any time." So what if this is the only way you can keep work and feed your family. Too bad that you have all these tragedies going on in your life but you don't matter to AT&T. AT&T should know that it's the customers like us that keep this company going!!!

My complaint with the BBB remains unresolved and AT&T couldn't care less. I'm just another paying customer, I'm totally replaceable right? Well, you can only treat people like they don't matter for so long, before you know it, you'll have too many unsatisfied customers unwilling to deal with your crook like policies. Then you'll no longer be on top, you'll be at the bottom which is exactly where you belong. I'm completely done with this company and will speak all of it to everyone I possibly can. Thank you for showing me your true colors now before I ended up wasting 10 years on a company who doesn't care about their clients. So long losers, I can't wait to watch you fall from the top. You will. I'm sure of it, unless you become more concerned about your customers than you are for yourselves. Highly doubtful. Sincerely, Happy to be rid of AT&T in Indiana.

Both Damian and his manager were talking over me and yelling. I point it out to the manager and he calm down a little. But I could hear Damian or someone else next to the manager talking about me, which I consider extremely unprofessional. I stayed with AT&T for so long because they had great customer service. This is the first time I have ever had such rude customer service from AT&T and I am pissed. I wish and hope someone pulls up the recording to see how rude they were. No previous, current or potential customer deserves to be spoken to that way. They way Damian and his manager spoke to me leaves a bad taste in my mouth for AT&T. I hope both Damian and his boss get re-trained on customer support. I am glad I left AT&T. I am definitely cancelling my husband's AT&T account too.

So, I caught this discrepancy yesterday 1-25-2016... and 2 hours of HELL COMMENCED today. I called. Got a David, Miami, FL. He suggested I put my mom's landline on U-Verse and that the price would be $58.50 per month. And, he stated there would be a cancellation fee if I cancelled within the year. THAT WAS IT. NO MORE INFO. I thought it was like all the other times I had changed plans, except for the cancellation policy. Boom you're done. So, I agreed. Little did I know that was just the beginning of the nightmare this nit wit set-up for me.

Then, 20 minutes later, I get an email for a bill for $216.00. WTF! I called and talked to a Kathleen in the Midwest. She wasn't allowed to give out her city location... HMMMMMM? She stated she couldn't cancel this 30 minute old plan -- a plan I did not want given all its entirety. Huh? She stated she had to refer me to "customer loyalty". So, tick, tock, tick, tock.

I finally get passed to an Allison in "customer loyalty". She tries her hardest to get all costs removed, but it involved all kinds of smoke and mirrors and effort on my part over the course of the year. And that the reduced price promised was only good for 1 year. Plus, I would have set up a new account, set up new auto-pay, monitor and change where I wanted the gift card refund to be mailed, and have a guy come out and install a modem at my mom's house.

My mom has Alzheimer. Having a guy coming to her house is a major ordeal. Point is, ALL THESE THINGS including the set-up fees were NEVER stated by David, in Miami. And, I am a very good listener and was taking copious notes. Net result? Having spent 2 hours of dealing with this, I realized given my mom's condition and everything else, I just needed to let her continue paying the higher (GOUGING) price that I had tried to get reduced back in Nov. 2015 with the, aforementioned, Christopher and then today with the, aforementioned, David.

AT&T, your bad customer service, smoke and mirror tactics, constant changes, and unethical practices are ONLY GETTING WORSE OVER THE YEARS NOT BETTER. My wife and I have already dumped AT&T wireless and landline... can't handle the duress and black hole in time dealing with issues. Now I will getting my mom off their service after 50 years of using them. SHAME ON YOU! AT&T BURN IN HELL!!!

In speaking to my fourth agent I was told I had 2 accounts the Morris ones. The first account had never been closed. This agent advised me she would now close it. I called back about cancelling a check I had written, Spoke to another agent, told my story and was told no Mokena acct. was again not closed. This new agent said She would now close it. I Hung up, waited 15 min., called again and yet another agent said there was no record of any acct. closing. Finally this third agent closed the Mokena account and gave me a Confirmation number. I am on the hook for 29 months of payment for the supposed Mokena service.

So I don't know and they do not know how that line got cancelled but now AT&T is requiring me to do a credit check in order for them to restore that line. So on the 21st I gave him that information my whole social security number. They told me I did not approve for a service line at this time. I never cancelled the line AT&T cannot restore that line. I don't understand. If I did not authorize AT&T to cancel that line why in the world did it get cancelled? And they will not restore it. They defaulted in the contract and they're trying to force me out as a customer. They do not want my service anymore but they will take my money and run with it.

This is a very big inconvenience to me and my family. We paid over $923 to AT&T within the last month all of January and we still are not having good service. I was on the phone to a representative for over 2 hours on Thursday another 2 hours on Friday to try to get this issue resolved. I still have not got a chance to get this issue resolved. When you called that number is saying that it is not a working number. They told me that it was canceled and it does not even have a reason why it does not say per customer request because I never told them to cancel my line.

I called the collection agency and was told they can't do anything. So, I call AT&T and am told that the charge was the prorated charge for the upcoming month. Essentially, I was being charged for the time period after I had already switched over to another carrier. I can understand 3 days from Sep. 3 to Sep. 6 when I was their customer. Why should I pay them for the time after Sep. 6, when I ceased to be an AT&T customer? So I explain this to an AT&T manager and am told that I should either pay this amount or switch back to AT&T. After much discussion I was told that I would get a discount of $25 and would still have to pay the rest of the amount. I refused that offer.

So I called the collection company and also sent them a written note disputing the charges. After some days I got a reply that the charges still hold and that if I don't settle it, another company would handle my case. It feels like I am being bullied and AT&T manager accepted that the charges included the period when I was not even a customer because that is the company policy. Can a company charge like this? Plus, I was already with another carrier and paid them for that period for using the services, why should I pay AT&T when I was not even using their services. AT&T is the worst company and I am never going back to it.

I was with her for over an hour to later find out my service was never active (after being in the phone with the representative that handled me the 5th of January for THREE hours) and the person who helped me was never to be found. Part of the bundle was a free tablet and I received that but it took another 3 calls to return the actual item. Mark my words, I would never purchase from this company again.

They said I could leave if I did not want to pay this amount. There is no way I will give my business to someone who makes me feel like I am not worth their time and they don't care about the money I spend with them. Well, I am leaving but not without exposing the inconsiderate reps, representing ATT. They have not heard the last from me and this is only the beginning of my wrath.

I received my bill about a week earlier than normal and it was now more than TWICE AS MUCH AS WHAT WE HAD DISCUSSED!!! Obviously this was a mistake so I went back to the store to hopefully gain some clarity. After trying to explain my plan to the employee he told me that I was wrong and that they do not offer unlimited data anymore, interesting considering it says it right on my bill. Anyway, HE CAN'T FIGURE OUT WHERE THE CHARGES ARE FROM BUT INSISTS "HE'D BE HAPPY TO HELP ME SET UP PAYMENT". So you CAN'T tell me why I owe twice as much as I should but I CAN pay it?!? Needless to say I left the store frustrated... par for the course.

Driving home from the store I try to call AT&T customer service only to find MY PHONES NOW SHUT OFF!! I now have no way to get in touch with anybody to dispute these massive overages which by the way have now ballooned to over $400!!! I now go back to the store a second time to speak to a manager who basically told me the same thing the first employee did, that she couldn't tell me where the overages came from BUT WOULD BE HAPPY TO SET UP PAYMENT!!! I'm sorry if I refuse to pay $$$ FOUR HUNDRED DOLLARS $$$ in unjustified bills on the good faith that AT&T will rectify their mistakes given their horrendous track record!!!

Furthermore the employees make you feel as if you should be ashamed to have an outstanding balance, or there's simply no way AT&T could make an error. Again I leave the store with no more information and just sheer frustration. My next attempt is now to call customer service FROM A FRIEND'S PHONE. After having just reset my password online to try to figure out the discrepancy on the website, I call customer service only for them to tell me they can't access my bill and that the pass code I just set minutes prior on the website is incorrect. But guess what?!? THEY'D BE HAPPY TO HELP ME SET UP PAYMENT!!!

The representative on the phone now tells me I have to go back to the store with 2 forms of ID to reset the pass code in person. I go back to the store now a 3rd time with my license and birth certificate to reset the pass code and the employee didn't even ask for the second form of ID and then you verbally tell them your new pass code. Doesn't seem very secure at all.

After running around in circles with these people and realizing I was getting nowhere I decided to start going through my entire billing and payment history, not something you really feel like doing on a day off. After 3 HOURS of going through my bills for the last 18 months I realized THEY HAD DELETED PAYMENT FOR ONE MONTH!! After going through my emails guess what I find? A receipt for payment for that month!! Happy to now have evidence of their error I try to call customer service only to find customer service is closed!!! This is the most expensive mobile provider in the US and a company who supposedly specializes in communication and they don't have 24 HOUR CUSTOMER SUPPORT!!!

I've now been without my phone for over a week and now have to go back to the store where an in store representative cannot help me, but I must call from their phone to dispute the charges! Which really is an overall embarrassing experience. Even if your phone is turned off shouldn't the only thing available to call be customer service?? Overall this company overcharges and runs you in circles hoping you'll just pay their outlandish charges without question. OVERALL JUST HORRIBLE CUSTOMER SERVICE AND BUSINESS MODEL, TO BE AVOIDED AT ALL COSTS!!!

December 31, 2015. I went back to the store for a second visit to collect the $200 credit for the old phone trade-in option that Randy previously discussed with me. I was to get a $200 credit toward my full payment amount. Randy was not there so Martin was the one who assisted me with the trade-in process. When that was done, I asked Martin about the policies with the Samsung Galaxy S6 buy one get one free plan for two new lines related to the policies, how to terminate and transfer phone numbers in two or three months.

I told Martin that I needed the phones to be unlocked as soon as possible for overseas use. I asked him what I needed to do and what had to be done to make sure the information that was given by Randy was the same. Again, I was told by Martin that the phones can be unlocked as long as the charged phone amount is fully paid off. I also told Martin that I don't want to leave any balance on the installments for these two new lines, and I would like to pay off the whole charged amount right away so I can have the phone unlocked. I asked for a white 64G and a white 32G, he said the 64G in white is out of stock, but I can come back any time to exchange whatever I get now to a white one when the new shipment comes in, which he indicated would be sometime next week.

To confirm all this, since it was Martin's last day of work, I asked him if he is sure about the exchange being such a simple process. He assured me that anyone at AT&T can do that for me without a problem because it's just a simple switch. No restocking fee was mentioned. He start to process the order for the two new lines, I did not know what problems he was encountering, but Martin scanned the phones again and again. On the 3rd try, he finally got it through and ready for me to pay. The amount on the bill was $704.66, I looked and thought it's fine because it's more than $694.99 the full amount I needed to pay. I signed and left the store.

January 2, 2016. I went back to the store for the activation problems with the two lines that the AT&T booth at the mall was not able to fix. Jeremy was the clerk who serviced me. The 32G white phone was activated as is, the sim card for the blue 64G was activated on the iPhone instead because I was still waiting for the 64G white phone to be switched. To make sure about the exchange, Jeremy went and checked with the store manager. He came back, took the blue phone to the manager to check to make sure it was a functioning phone. He came back again with a sure answer for my switch because the manager has agreed to it.

January 4, 2016. I went back to the store again in the morning to check if the white phone was in. Jeremy was not in, and I was told that I needed to come back later that afternoon to see Jeremy specifically since that was a promise that Jeremy had given me previously. I went back again later in the afternoon. A ** girl serviced me and asked me to wait so she could check with the manager, whose name appeared to be Anton. I saw Anton signal the girl the back office.

2 minutes later they both walked out, the girl with the white phone in her hand. She returned and informed me that in order for her to process the switch she has to terminate both lines, get two new sim cards for the two phones. I questioned her on that, again, she said that's the only way to do it if I want to switch to a white phone from the blue. I told her that I cannot afford to have two lines disconnected for two days. She said the only way is to take the two new sim cards to my people when the process is done. I told her that our people are out of town and I cannot have the lines disconnected like that because they are using the lines. Again, she said that's the only way if the color in white is so big of deal for me. To that point, I dropped the idea of changing to the white phone and left the store with the same old blue phone I had.

January 5, 2016. I requested two phones to be unlocked on the AT&T website, the white 64G I got the first time from the line transfer from Verizon, and the blue 64G from one of the new lines. The white phone was unlocked but the blue phone indicated cancelled. I called customer care for an answer. I came to find out that the wrong device was paid off, I will not able to unlock the phone until 30 months later because it's on 30 installments. And I was told that in order to have the blue 64G unlocked, I had to pay $694.99 again. I tried to explain that I have already paid $704.66 and was told that no such payment showed up on my account. In order to resolve the payment problem, I was instructed to go back to the store where I got the phone and to have them fix the transaction.

January 6, 2016. Around 6 pm, I walked into the store to look for Jeremy to help me with this issue of the wrong device getting paid off. Jeremy checked with the manager and came back to inform me that there is nothing they can do at the store because the deal has ended and that any transaction could not be redone. I told Jeremy that customer care instructed me to return to the store where the transaction took place to fix this problem. Jeremy told me to try to unlock my phone online at www.unlockphones.com by paying a charge of $30 or $40.

I tried multiple times to beg him to talk to the manager to get this issue resolved. The only answer I continually get was "No, no, no". They said that they will put notes in my account for customer care to see online. I got annoyed by their "nothing can be fix" attitude, first with the phone switch, and now claiming that the wrong phone was paid off. Jeremy was also firm about the fact that the store is not able for fixing the transaction and he insisted that switching phones should not require line disconnection at all.

January 7, 2016. I called customer care again, was told the same information again, not going anywhere with the payment to the wrong phone, the only thing was to go back to the store because there is nothing customer care can do. Asked to talk to the supervisor, waited, got disconnected, called again, waited, got disconnected, called again, waited for more than 10 minutes, finally got to talk to a supervisor, tried to explain why the phone was not able to unlock. Sounding very impatient from the other end, the supervisor told me that the only way I could get the blue 64G to unlock is to pay the full amount of $694.99.

I asked her about the $704.66 I paid already. And she said, "What $704.66? I don't see any payments". I asked, "Didn't you check the account? Do you see the payments? Do you see the notes left on my account by the store?". She said that she sees nothing, no payments and no notes. Finally I got really fed up and asked her to make a three line conference call to the store for me so we can have them to tell each other about who is responsible and who should be the one that handles the job. Ruben came to the line from the store, noted the problem, checked with the manager Meth (the manager's name give by Ruben) and asked customer care that why they couldn't fix my issue. Customer care told him that it would have to be done at the store because they cannot overwrite anything in the system.

Ruben checked with the manager Meth again, came back to the line and told me to take the phones back to store and they will redo the whole transaction. I asked Ruben, "What do you mean by redo the whole transaction? How can I trust you? Is everything going to be redone just like the day I was at the store on December 31st? How about the restocking fees?". Ruden replies, "Yes, we will redo everything just like December 31st and we will waive the restocking fees". He told me to look for him and manager Meth. Customer care informed Ruben, "If the other phone is unlocked, we are not taking phones back". I, in turn, informed her, "I got one phone unlocked so far, but that phone has nothing to do with these two new lines". Call ended.

January 8, 2016. Right about 5 pm, I got to the store and asked for Meth the manager. I was directed to Anton instead. I gave him the information about the phone problem, and reminded him how many times I had came to the store to try to have it resolved. Anton told me to wait and went into the back office, came back to me with a seat, and told me to wait again. I asked him if Ruben and Meth are in. He said that they are all in. When Anton came back again, Ruben was with him, he told me that he will switch the white for the blue and fix the wrong payment to the right phone and have me pay off the difference. I asked him about the other phone. He said he will resell it back to me after the return and refund.

I said if that's the case, I want two brand new phones, one in blue 32G and one 64G in white because I am here to redo the whole transaction just like December 31st. He said he cannot do that, if that's what I want he can only waived one restocking fee and I have to pay for the other one. I told him I am not paying any restocking fee because I was told by Ruben that he will take both phone back and waive the restocking fees and that was a promise witnessed by customer service via a three-way phone conversation. I told him I am not going to leave unless the issue is resolved. Anton said that is the only thing he can offer, resell me one phone and fix the payment for the other one. If I did not agree to his offer I would have to leave. I said I have been in and out of the store for so many times, promises were made to me one after another but none of them are fulfilled so far.

I told him it should have been done days ago, and now AT&T is finally saying that you can redo the transaction, then I want it redone like the day on December 31th which was promised by Ruben and Meth. Anton insisted that I leave or otherwise he would call the police to escort me out. I started to call customer care, but was put on hold for the next available person. Anton said that I cannot call customer care in his store, I have to leave and go somewhere else because I am not allowed to do so. I ignored him, continued sitting on the chair to wait for my call to get picked up. A pregnant woman came out from the back, she came around me, faced me, then stood by the counter far away from me and gave me some looks, then stared at me and said, "You have to leave, you cannot stay here.

A cop came in short after, he stood at the front entrance for a little, observing that I was behaving calmly. He spent a little time playing with the kid by the door. Anton directed the cop to me. At this time my call to customer care was picked up by Alvin. I briefly gave Alvin the story, while the cop overheard my conversation. He told Anton that I am with customer service and that he is waiting for me to finish the call.

At the end of the call with Alvin, he offered me $75 credit on the account for the restocking fees to keep everything as is. I told Alvin, "It's too late now", with the cop standing right next to me, "that's too little to cover the shame Anton gave me because I am treated like a criminal". I told Alvin I would like to terminate the service for both lines and return all the phones and equipment. Alvin said I have 30 days from the day of purchase to do that. I said I was never told about that option, the only option being the one Anton offered previously.

Alvin asked me where I was. I told him I am at their AT&T store where I got my phones and equipment and this is where Anton the manager was trying at this moment to get the cop to escort me out of the store. Overhearing my conversation with Alvin, Anton was very impatient by then. The cop told Anton to process the refund so I can go. Anton then sent Ruben over to me to process the refund and took the phones and equipments back. Right before I am out the door, he called out, "By the way, the lines are still active".

January 11, 2016. I called customer care to seek for direction to file a complaint and at the same time to find out if my lines are terminated as I requested. I told Jeremy the whole story. Jeremy told me that the wrong payment transaction can be easily fixed on his end by customer care; however, the only thing he can do about the complaint is that he will send out a complaint form to his manager. When his manager sees it, he will have a talk with Anton's manager and Anton. I asked Jeremy how I would know for sure that the complaint is filed, and how do I know if his manager will get it and follow up like what he said. And, how about my reply, will anyone call me or contact me in any type of communication format? Jeremy said there is no reply, no email would get back to me on complaints through customer care.

Again, I asked, "How can I be assured that the complaint is processed and filed?". He said that his sending the complaint now is all he can do. I asked Jeremy if the service for lines is completely terminated. Jeremy said "No", the lines are activated in the account also meaning that we are still getting charged for them. I told Jeremy that I intended to terminate the lines when I returned the phones and equipment. Jeremy replied that the store cannot do that, a phone call is required to customer service for line termination.

I asked him to help me terminate the lines. Jeremy said, "No. You cannot do that because you are not the authorized administrator or decision maker". I told him that I am the "Authorized User" on file and was instructed by the same AT&T store employee that was my title in order to able to handle any type of phone issues. I was the one who ordered the service for the lines and why can I not able to terminate the service for the lines? "No" said Jeremy, "You have to have the account owner to call us back to add you as an authorized administrator or decision maker in order for you to cancel the lines or have the owner call us back to cancel them". I was speechless.

What in the world is with AT&T??? This is what we get for being a loyal customer for more than fifteen years? Why is it that nothing can be done right? Is it just the wrong company with wrong employees? One said one thing and the other said another, which one is real??? Which one is correct??? If I am not the authorized decision maker, how was I able to get phones, service, and etc. And now that I want to terminate service, I am no longer able to do business as the authorized user? This is unacceptable! If that were the case your representatives should have never allowed me to initiate anything on this account.

The reason my review is so scathing is AT&T isn't being misleading, they are outright lying about their service. People I know who have Verizon have zero issues. So obviously the space for cell towers is available and AT&T is purposely disregarding problems all users in my area face. Don't go with AT&T. I'm switching to Verizon and if they want their early termination fee they can take me to court, I won't give them a dime even though I can easily afford to pay it. It's a matter of principle.

I am being charged $17.95 a month for an email account - ATT tells me it should be free and all I need to do is cancel dial-up service. But here's the catch - no one at ATT knows how to cancel dial-up service or who to talk to -- I spoke to customer service, Tech Support, the Retention Department, blah, blah, blah... I spent close to two hours on the phone shunted between employees on three continents -- more than a dozen transfers in all. I heard countless apologies - they couldn't even find my account. As a former investigative reporter I am only sorry I did not discover ATT in my years as a reporter - a veritable gold mine of incompetence. I guess I will owe you in one way -- I am going to short your stock.

To make a long story short, I ended up with nothing and after 15 years of service, I found out today that they would not help me and was basically told that if you don't like it to cancel the service. I have never been treated so bad as I was today and the first chance I get I will cancel this service and never look back. Basically, I'm paying for three lines, even though I only have two phones. AT&T is not a customer oriented service and they could care less about the customers concerns. The service is horrible, the customer service is the absolute worst and there is simply no reason to ever do business with them. Stay away from AT&T!!!

Waited... waited... no money. So Friday, January 15th I called and told everyone in that Department, "you will never in life have my business again," and still no signs of my money. Ohh boy. I was so upset. This company supposed to be professional but stealing customer's money. Damn, obviously they needed the money more than I did. That's how they made me feel. When you take from me, you're taking from my kids as well because I work so hard for my little loves. It's ok, God don't like ugly. I'm going to pray everyone takes my word for it. Don't go to AT&T. That is one big messy company I have ever in life dealt with...

So I sent that in and the checks been cash. But when I was looking at my bill again I realized they still charge me $4 more than it should be so I should have a $4 credit on my account. I haven't got my January bill in yet but tonight I was having issues with my internet so I call. I was told my internet was suspended but I have to wait until tomorrow because they are closed. But what I don't understand how can they suspend my service when I should have a $4 credit. I would recommend everyone look at your bill because they like to rip-off people and don't use AT&T. Find a different internet service because they are not like they use to be.

Before I sign any terms of conditions acceptance, I asked the customer sales rep for an overview of my customer service plan, as well as bill estimation. "Not possible", she said. The only review I got was an email saying I had ordered wireless, DirecTV, and internet. No plan details. No price estimation, nothing. "But don't worry," she told me, "if anything doesn't look right on your first bill, we can fix it for you." I selected the 3 year NEXT plan for 2 iPhone 6's, 5G of data, high speed internet and Choice DirectTV for a total of $212 a month before taxes. "But my credits will go through, right? Everything has been done?" "Yeah, I mean you're enrolled in everything you need to be so you'll get your credits." I trusted her. What a mistake.

Got my first bill. It was almost $500. I called, they assured me some adjustments would be made and not to worry, the bill credits were coming and the bill would be as quoted the following month. The next bills to follow were about $250 a month. More than I was quoted, but I figured taxes and fees allotted for most of it and the NEXT phone fees, and insurances on the phone must've been left out of the original quote. I didn't complain. Until I went to go get a phone replaced that had water damage and was told they never added the insurance. Apple, luckily, stepped up and replaced the phone and AT&T finally added the insurance properly. It cost me an extra $100 than I would've spent normally. I had to spend hours on the phone and in the AT&T store but the guys that helped me were so great I ended up feeling OK about it.

"My credits ARE still coming, though, correct? Every month they assure me they are on the way, but it's been over 3 and I have yet to see them." "Yes ma'am, they are usually on the 4th bill. You'll see them for February." Until a manager followed up with me to inform me my credits would never come. A mistake had been made. The customer sales rep did not enroll me in the NEXT plan. My credits wouldn't ever come. "What about the smart phone I returned?" "I'm not sure."

So, I've lost hundreds on the fact my bill is overpriced, I've lost $100 on the difference of the phone replacement because they never added the insurance (Might I say - I've insured every Apple product and phone I've ever owned. Of course I added the insurance!), I've lost hundreds of dollars due to spending time on the phone with AT&T instead of working (I work 2 jobs, and am a full time student with 2 kids... One of my jobs is working from home as an independent contractor.), and now I've lost $1000 in bill credits? And AT&T will do nothing about it?

"Cancel everything. Right now. The only reason I signed up is it was supposed to be cheaper and offer me $1000 in credits - the freedom of no phone bill for a few months." "We can cancel you. We are so sorry for all of the mistakes, but you're still responsible for the early termination fees." I've asked them to review the recorded conversations that will back up my story. I've been promised calls back following this. No one ever called me back. No one will make the situation right. Beware of this company. They don't know what they are doing. I urge you, BEWARE. They will lock you into a contract without even telling you.

Might I also add, I have hard proof that I requested the NEXT plan. When you purchase phones through a contract, you pay about $300 per phone upfront as the "contracted price" on the phones. When you purchase on the NEXT plan, you just pay the taxes on the phone and then split the remaining payments. My payment upon ordering the phones was for $79 for both phones. That is the cost of only the taxes. AT&T doesn't care. They won't even acknowledge this clear common sense. "I'm sorry about the mistakes made on your account" is the only compensation I've received.

Next, I reached out to the AT&T store and told them what had happened. They agreed to go behind me and cancel all of the services I had ordered. Keep in mind, AT&T bills a month in advance. It has been three months now, and I am still being billed for a bundle with AT&T. I am billed each month for equipment I have never had, and service I have never had. I have spent - not hours but days - on the phone and in the store with AT&T "customer service". I cannot get anyone to remove these services that I have never had. At one point, my bill was over a thousand dollars.

Think long and hard before doing business with this company. All of the services are disconnected from one another, while the bills are combined. If you happen to get someone who works with the cell phone portion, they cannot talk to you about the other aspects of the bill. This is a disconnected company trying to do business as an ALL Connected company. It is a mess. They cannot help anyone because the right hand does not know what the left hand is doing. I have had agents remove the charges, but the next month I am charged again. I cannot seem to get anyone to remove the services that I have never had. Amazing.

They did come to get the equipment, that is the first time they did come to my house and wasn't to help me, it was just to get their stuff and was rude at that. I do not understand why I am held responsible for this bill because it is AT&T's job to make their customers happy. Well I was very very dissatisfied and told them over and over I was, they never listened to me and stuck me with that bill and now I can't get phones from them because of that... I want to dispute this bill. Thanks.

A few days later I asked another rep to look at the notes and she said she would take care of it after all the hassle. I asked them to also take a look at my billing that shot up drastically. She said I was on a promotion and the most they would do is 10 off a ridiculous price. I called to cancel or get a price I was promised from a rep last year. They told me basically they will just cancel versus keeping a long time loyal customer.

I was given a supervisor Denise **, she said she could not remove it, when I asked to speak to her supervisor she said she was the manager and I could not talk to anyone else... She would not give me her employee number and said it was private. When I persisted she said her supervisor was busy and then gave me his voicemail. Her supervisor is Dave **, I left him a voice message to please call me but I will be shocked if I get a response. If I do I will remove this... If not I will take this to a higher level. This is not right, to be turned off when I owed $104, then I called to pay it and then tried to pay it on my phone. Unacceptable.

At 5:45 pm, tonight, upon leaving work, my daughter noticed she had a flat tire, called Roadside Assistance, and was put through an unbelievable run-around. Let's see, first they needed to confirm the address on the account, (a reasonable request so far) the problem though was that the address supplied to "Allied" roadside assistance from AT&T was an address that was 10 years old, and not our current mailing/billing address so after spending approximately 35 minutes on a conference call with roadside assistance, my daughter and Ms. Brenda ** of AT&T customer service department, Ms. ** at first could not determine if there even was roadside assistance for the account, funny though, I was looking right at the monthly invoice and could see the charges for the service.

Ms. ** (who did her best and whom there is no issue with, bless her heart) finally did locate and confirm that yes, in fact the service was there, ongoing and current, my question is, why current information had not been provided to "Allied" by AT&T when they were contracted by AT&T to provide roadside assistance services. Since AT&T invoices us for the service, they should at the very minimum, give current information to the entity that might need such information down the road.

Ms ** informed us that she was unable to provide updated account information to the contracted AT&T vendor gave us the telephone number of "Allied" and informed us that we would have to make the call ourselves to roadside assistance and provide updated information. AT&T evidently could not be bothered to provide updated information to a vendor servicing their contracts, we would have to do the work for them. Okay, so after spending about 35 minutes on the call with AT&T, the representative from "Allied" stated they were going to dispatch someone out to fix the tire, then they called back approximately 20 minutes later to say they were still trying to locate someone to come out, then approximately 15 minutes later they call back to say that they cannot locate anyone to provide roadside assistance, and isn't there anyone in my daughter's place of employment that could come out and fix the tire for her. Really!!!

So let's get this straight, we pay on average at least $300.00 per month to AT&T, which includes charges for roadside assistance, we, then have to contact the vendor they contracted with to do their work of providing updated contact information to their vendor, then their vendor cannot supply the service that they are being paid for, Hmmm! Sounds like a bit of a scam to pay for a service option that when needed is not forthcoming. Thinking of contacting my lawyer about this one. If I pay for a service, I expect that service. Anyone else have an issue with AT&T roadside assistance?

One of my banks told me to ask her for the confirmation number, card's number, and time for this amount credit she supposedly did. She told me she will email me that info weeks ago. Still, I haven't received anything. If she would have done this refund, she would have the confirmation number. The lack of communication and solving problems skills of Pamela ** have drove me crazy and raised my stress to the ruff. I have all the bank statements, receipts, and conversations recorded, that I can provide if needed by AT&T. Still pending around $ 435 dollars as refund.

I paid the deductible and the phone. It was defective out of the box. I called and reported it and was sent a replacement which is sitting in a box unopened. I called AT&T to upgrade to a phone I wanted. I asked if I could turn my new G4 and get a phone I wanted. I was told no. I was offered an upgrade that to a G6 that would with my plan discount only increase my plan by 6 dollars a month. But what actually happened I got charged 179.00 for the G6 and my plan discount was taken away because of the plan they switched me to. Basically bait and switch. I have copies of the chat transcripts that show the price I was offered and not given.

I have spent hours on the phone with AT&T told that the only thing I can do is to drive about 45 miles to a AT&T store and return the phone then upgrade while I there to the exact same phone and go back to the plan I have and then get a refund of the 179 they charged me. My experience with AT&T has been so bad that as soon as I return the phone, get my refund, I will change carriers. I don't expect any of the carriers to be great but at least they won't be AT&T.

And my data has never matched with what they say. What can I do cause their data is not regulated. I also explained to them it's kind of like going to the gas station and buying 10 gallons of gas and only getting 6. You would never know unless it'd watched and that why weight and measure does this. And because I argued with them they shut my phone off and will not unlock my devices that I just bought on Christmas from private owners. I have proof of this and proof of their fraud. I also caught them in many lies. I can't get corporate numbers or find any information on how to contact them and the ones I do have are disconnected. Wth is up with this? AT&T are nothing but bully criminals.

And different representatives told me different story. One told that they cannot decrease amount, another told me that they can decrease amount, and another told something else. Anyway I settled my amount for USD 125 and paid it. And of course I was told that it is going to be final amount. But two months later I got another bill for USD 170. It took me again about 4 hours to reduce it to USD 105. So... This is my experience with AT&T.

Updated on 1/3/2016: Today on 1/3/16 I called AT&T to talk about overages on a already $1600 data plan, in mid-sentence, the rep cut me off and transferred me. Call back to speak to a Sup, got transferred back into waiting on the phone. 15 mins go by, no one picked up. CS is awful.

I did not even realize the phone was added as a 2-year contract phone; therefore I did not feel the need to check the contract terms. They refused to fix the problem. They said if I canceled the line I had to pay $315 to terminate the contract and I needed to send the phone back even though it is my own fully paid phone. I believe AT&T has the worst customer center. I have paid more than $10,000 to them over the last 8 years, and they are willing to let me switch to another career instead of fixing this error. They also told me that same error were done by other customers as well because the website defaults to 2-year contract for new lines even though existing lines do not have 2-year contract. I am now looking to switch to Verizon or T-Mobile even it would cost me $315 to cancel the contract on the new phone. However, it is now a matter of principle for me at this point.

I called the Billing Department but they tried to explain to me that it was a pro-rate. They ripped us off. It sucks that I was with this company for so long (8+ years) but never get any appreciation. Every two years we change phones and have to pay activation fee. It is time to look for a different phone company and I would never commend anyone to go with AT&T. Stay away from this company. Thank you.

A representative informed us that the payment actually completed and we were able to choose the phone at that time. He said that it would be more convenient to just allow him to order the phone for us. We went through that whole process and assumed we had an iPhone 6s Plus ordered. He told us to accept the "terms and conditions" once they came in an email, and that if we did that immediately, the phone would be able to ship out this morning. We did as he said, but, we noticed that the next screen showing us our product only listed an iPhone 6 Plus.

We immediately called customer service back (literally around 10 minutes after the order was placed) and informed them of the incorrect order placed by the representative. We assumed it would be an easy fix, as the phone hadn't even begun the shipping process. We discovered that at&t was anything but accommodating to fixing the issue, even though it was an issue caused by their representative. Instead, they said our only option was to wait on the phone to arrive, call and tell them it was the wrong phone (like I was doing), send the phone back to them, and then wait on the correct phone to be sent.

I am scheduled for a business trip to begin in exactly 7 days, and it is all but impossible for that whole process to run its course in that amount of time. After 55 minutes on the phone with customer service, and no resolution, we disconnected the call. If this was an error caused by us ordering the phone I could easily understand having to go through the process outlined; however, the error was caused by an at&t employee and yet they will not correct their mistake???

Two days before installation I get the confirmation email which... SURPRISE... was the wrong price. I email my contact at the president's office. No response. Send another email the next day and SHE'S ON VACATION! After threatening to cancel they finally fix it (or so they say). I wait around all day Saturday for NO ONE to show. Yep, that's right, no one came. Later I find out that the order was in but no ticket was ever created on the technician side. So, a week later someone comes out. Meanwhile, in that week I get a high bill from DIRECTV. I call and guess what, I'm being charged for the first month of service WITHOUT it even being installed. RIDICULOUS!!!

So, the install happens. Very nice person. Flash forward to Christmas week and I get an email about my internet bill and AGAIN I'm being charged the higher price. Right now I'm sitting on hold (an hour at this point) to have them "fix" if they can even do so. Now, they are going to call me back. This doesn't ever happen. In the meantime, I'm trying to pay my DIRECTV bill but I can't. The website can't recognize my information. How is this possible? I call the number to try and figure it out and explain EVERYTHING, and them she tells me to call DIRECTV. Hello, that's the number I called. Now they can't figure it out. It's the impossible task!!! How difficult is it really? I am ready to cancel everything associated with AT&T. DIRECTV was fine until AT&T took it over!

The AT&T personnel were rude not knowledgeable and sounded ghetto on the phone. Assurance is charging me $99 deductible to replace the phone. Why am I paying $99 for damaged, thief or lost phone when the phone is neither damaged nor lost. What a rip-off. AT&T IS THE WORST CELLPHONE COMPANY, their service is horrible and staff are rude and unprofessional. I ask to speak with a manager and was told that none was available at the moment, and when I insisted that I would wait I was told that it was their policy to not keep me on hold for more than 2 minutes and the manager would call me the next day. No one called. So they also tell you lies. JUST HORRIBLE.

I was told someone would call me on my case in 3-7 days and we are now at almost 3 months, and when I call I can't get anyone who can discuss it with me. Even now I'm on endless hold because there are AGAIN issues with my bill-- according to AT&T, I terminated and re-instated my contract, and added services and none of this ever happened. The employees are just absolutely incompetent. I would not recommend this company to anyone. Ever.

After paying the first month and installation fees, I then got another bill for additional installation of $193.00. After 4 phone calls over 4 months and 3 lies about issuing credit, I finally paid the bill to keep it from affecting my credit rating. Because I signed up with AT&T instead of staying with my current provider, it cost me over $400.00 and an experience I will never forget! AT&T will never have any of my business again and I highly recommend staying away from AT&T.

I went to a different location and they sent me back to the original location I bought the phone at. I went back and told the same manager (Walter) the information I researched and he told me, "I don't need to look at that bro, we have to charge a $35 restocking fee." After I refused to pay the restocking fee and called him a lousy manager, he and another Sales Rep came up to my face and asked me to leave the store. I ended up having to return it at a different location and still get charged a restocking fee! AT&T ended up crediting me back $35 to my account. At this point, I don't care about the $35. It's more about the principle and the treatment that I received from that AT&T company store.

Now let me tell you that after a month and on our 3rd phone, we have the same freaking issue again! What are the odds that 3 refurbished phones have speaker issues!? Is it a coincidence that our contract is up and every person with AT&T tells us the best resolution is to just get a new contract or use their next program? Highway robbery! To anyone with insurance, you are better off canceling! We were told although the fine print says "new" or "refurbished phone replacement", you will only get refurbished; and there is no point to that as they don't work! Money down the drain! Go to Verizon!

I also stated to the rep that if the money is not refunded to my account, I would file a formal complaint with my bank. He apologized for taking more than stated and also said that the installation wasn't cancelled, which I do not believe. Always check your bank statement for unauthorized withdrawals. Small amounts are more likely taken because they are unnoticeable. It's the world we live in today.

We are considering going to a different carrier and paying ATT only what we can afford for a breakage fee. I tried to warn them several times about the overwhelming expense but they did not listen. They asked me to repeat and repeat. Finally I told them to go listen to their tape or tape record the conversation on a tape recorder and play it back when we are on the phone. They told me that takes one week! Give me a break! We need a different carrier and the FTC filing charges against ATT as well as others I am not concerned. ATT also NEVER gave me a copy of the contract even though they said they would. I called and called for it. Finally I quit. So I can hold that one over their heads if they decide to be cute about this!

Thinking this could be a prank call, I hung up and called AT&T and once again heard the same thing. I tried to transfer (through repeatedly stating "customer service" and pressing 0) to a live person to find out what was going on but the computer generated voice stated that we would have to immediately pay the overdue balance before I could be transferred to customer service. This infuriated me. The automated system finally transferred me to a live person but not before I had to answer a whole series of questions. The first live person told me that we had an overdue balance that needed to be immediately paid. I asked to be transferred to the billing office.

I was finally connected with the AT&T billing office at which point I told the 2nd lady on the line the whole story of what happened. She immediately apologized and told me that AT&T had new software that they were having trouble with. She checked and told me that we were not delinquent in our amount due. She said the bill was due by January 9th.

In that AT&T knows that they have a problem with their software, they should not threaten people online with cutting off service and collection efforts. They are obnoxious. I have had similar experiences with talking to AT&T regarding my phone service at my company. I should have figured that AT&T cell service would be as bad as my experience at my business. Buyer beware!!!

They should NOT threaten people online with service being cut off and bill collection efforts. I will not sign up for any AT&T service in the future. When we signed up for the service, it took 3.5 hours because, per the third party contractor at the Costco kiosk, they were having trouble signing up people for AT&T cell service because of the new software that AT&T had recently installed.

They said that we were getting a shipment in 1 to 2 business days which came on time but only 1/2 our order was there... not good for business! Then I tried to see about getting it from a store here and there was nothing they could do even though it was their mistake that only half the order came. And I assume in one of the many stores here that one of them have it in stock. So now the other half of the order will not arrive for 3 weeks and it was suppose to be both phones in one shipping box. Hope this company shapes up or they will lose some customers.

Keep in mind this conversation is through online chat and they don't have a number set up on your phone to connect you to a rep, to speak to when your service is turned off. When the rep came back to the online chat, so she claimed she spoke to a manager, in which I don't believe because those reps can tell you anything and can do anything on your account. Once they hang up the phone with you and then when you receive a bill in the mail, you'll be wondering how it got that high.

To make a long story short, I had to keep going back and forth negotiating what price I could only pay at that moment, and trying to make an arrangement to pay out the additional balance, but they did not care and I was stuck paying out my whole bill. Then as they restored my service within that same day, I told the rep that I'm not paying the $40 fee to restore service. I did not have to pay that fee especially after I paid $50 the day before and then turned around and had to pay $280 the next day.

Then the rep told me to shut my phone off and turn it back on, so that they can turn my service back on from their end. I did this about 4 times and my service was not back on, and I kept telling the rep that my phone is still not on. The rep told me she can see that it say's "active" on her end, but she forgot to do her part and then told me, "Let me send it over to activation and have them look at it." As soon as she did that on the fifth try, my service was restored.

I don't like how the reps as well as some of the managers try to give you a hard way to go when you're trying to get your bill straight. Then I believe at times they lie and word things in their own little words to get you to pay more on your account. There also been times when I spoke to a rep over the phone about increasing my data or concerning payments. They don't always note your account, so when you call in the next time and you give them the last person in which you spoke to last, the new rep would say, "Well they did not note this or that in your records" and that makes it difficult for another rep to prove it. I could go on and on, but I'm not.

Which I did with Verizon and no issues. But ATT, I had a $800+ phone bill. Because even though I had it on airplane mode, I had the International data on so when I told it off airplane mode everything from the time it was off came flooding it. So basically it was like I had the phone the whole vacation. Then I called them and after a hour on the phone they made it $450. And I was told that I could make payments over a 3 month period without any issues and without interest charges. So I paid the first month payment on Nov 3rd. and then had a balance of $237 that was supposed to be split between December and January 2016.

However they couldn't split that amount into January 2016 because their system wouldn't do that and call in a few weeks to split it. So Nov 24th I called because I received an email stating they would cut my service because of the balance due. During that phone call I was told they couldn't split it because then it would make the balance due on 12/10 instead of 12/17. Well I work for the post office and this is the busiest time of the year. And I didn't get a chance to call until 12/20 to try and sort this mess out. So I call and I'm told that the whole amount of $383 (my monthly charge plus $237 which was supposed to be split) is due immediately or I will have service cut and there is nothing they can or will do because I'm past 12/17. I explained that I work for the post office and I'm a single mother of 2 kids.

I barely have time right now but I'm calling now to sort it out and they did not care and wouldn't help. So I went ahead and made a payment on 12/20 of $250. Only to have my service cut off on 12/21. So I call back and told I'm going to be charged $40 to turn the phone back on and I have to pay the new balance of $123 before it can be turned back on. I explained I talk to a supervisor on 11/3 about the payment plan and they told me "oh well that was untrue" and I never talked to a supervisor just an agent. I was in tears and told them I can call in tomorrow after I return my kids Christmas gifts to free up some credit to make the payment but could they please waived the $40 fee because of the lie I was told original. They said "nope" they are justified in charging me the $40 and will not reverse it.

I said "it's 4 days before Christmas and I'm going to return my kids gifts and call tomorrow because I don't have it right now. Can you please waive the $40" and I was told by 2 supervisors "no". To me that is absolutely disgusting. They lie about being about being able to split the payments which I set my bills up around and even made a payment the day before and they won't. I'm a struggling single mother who works to try to make ends meet but the more I work the more I have to pay for daycare and they are a multimillion dollar company who can't waive a $40 fee 4 days before Christmas. Needless to say my phone is still off and will be off until I find a new phone service because that is not how you treat your customers who are paying the bills as much as they can.

I go online to make arrangements to pay $236.87 and find that the other 2 lines on the account have not been restored. I contact AT&T again and a really rude young lady in Finance tell me that the arrangement was for $521.88 not $285.01 so there is nothing they can do for me and that the agent should have not restored my service so within the hour it will be disconnected again. At this time I'm in tears pleading and begging to have an extension for the 24th and she just says "no, sorry". I asked to speak with a manager and again I explained the situation and he too said "no." I am so hurt, stunned and feel like my business means nothing to the company. This is really bad timing. My grandmother died and it's the holiday season. I feel like AT&T could have allowed me to make a payment arrangement since obviously there was miscommunication.

Additionally, I was a victim of identity theft. I reported this to AT&T as the situation resulted in payments being returned due to stolen and compromised banking information. As a result of the payment situation my services were suspended. Despite my calling and making arrangements with their customer services reps to ensure my services were not interrupted, the company chose to dishonor the agreement and suspended services anyways. The company has shown no interest in receiving verifying documentation. They have shown no interest in verifying prior conversations with agents. And they have shown no interest in protecting my account from further identify theft.

Additionally I provided my payment in full via my new debit card on 12/18/2015. I was told once my payment was made in full my services would be restored. I have written verification of this from their online service of the restoral. However, my services are still not restored and the agent I spoke with today tells me I will need to wait several more days with no credits and no services even though they have my money. Their agents have been rude, condescending and disrespectful. They have shown no interest in resolving this matter or complying with our contract.

Manager also refused despite sharing the facts with my son, as a witness that no charge for the tablets use and bill should be about $260/ month. No way could bill be $260/month and incur these extra charges. Support said a manager would call me Monday, the 14th. No one called. At 8:26 pm, I was told by the auto attendant that the office closes at 9 PM local time. Called after hours phone number that the auto attendant gave, and it was no longer in service. AT&T is misrepresenting and fraudulent.

She repeated "there is NOTHING I am going to do. This is not fraud and we are going to leave this account open!" I asked "so the bills are being sent to an address that is not mine? I didn't authorize anyone to get an account in my name, that is not FRAUD?" Her answer again was "get an ATTORNEY!" Or do I want to be transferred to customer service to get the amount I owe on MY ACCOUNT! I have never nor will I ever do business with AT&T now!

After 4 hours with customer care, they said I should take a new sim from store. The store made me wait for an hour and said the new sim will not work as the problem is my handset. She said that their policy clearly states that the sim only supports AT&T phones--OMG, rubbish. Why didn't anybody say that to me the first day!!! This is the worst experience ever. They cheated on me since day one and kept lying to me, and they said they could not refund any money at the store. I talk to customer care--are you out of your mind... Horrible experience...

We thought the problem was solved but then AT&T started shutting off his phone randomly. I was told it was because that IMEI number had been reported lost or stolen and blacklisted (of course, since they sent us one that didn't match their records and probably meant to send it to someone else). Every time it happened, I chatted with customer service, they put his phone back on, and thought it was resolved, only to have service cut again within a day.

I spend hours and days on the phone with them, each time supposedly having resolved, only to lose service on his phone again. When I understood the full story about the IMEI number, I spoke with Asurion who said they could do nothing since it was past 30 days and also accused me of having switched phones which I did not. They sent it to me! AT&T has tried to help and each time service was cut again.

Supposedly the phone was removed from blacked list, only to find it was on it again. I AM SWITCHING CARRIERS AND I WILL RECOMMEND EVERYONE AVOID AT&T CELLULAR. I have had to pay for a phone and service since July that AT&T and Asurion prevented service for. Ridiculous. By the way, the IMEI number Asurion says they sent to me has never been actively used because they did not send that one to me.

I returned the phones, ask for the upgrade to be credited and called the police to witness the frightening ordeal in the store. I am so thankful that I carry another phone which the service is provided by Verizon. They are always out to take care of their clients. That is why I will be moving our 82 locations from AT&T wifi and the 2,500 employees over to Verizon come Monday. I have also hopped onto a class action lawsuit regarding the issues. I have everything in writing and every single person's name listed with their department. I have talked with 61 people to date. Most just robotic answers. What a horrible way to have to live. Who would want to go to work every day and repeat a script over and over again.

There is obviously a great penalty to AT&T employees if they have to escalate or have a phone returned. They are laying down their morals just over a few hundred dollars. Extreme tactics and unethical. This message and all documentation will be copied over to the Public Utilities Commission and go viral on the internet. I will give AT&T 2 hours to respond or the items listed above that not already in action will move forward. My favorite answer is that they do not have a legal department or a supervisor! Ha! That is no longer an entertaining answer.

I asked Dan to remove both months, but he said since there is call record but no termination record, he could not take off the charges. I was getting more and more mad at their attitude (I will do you a favor by only partially removing erroneous charges). When I asked to speak to his supervisor he said all his offer was void now since I went above his head. I then talked to his supervisor (Steven **). He would not back off, when I asked to speak to his supervisor, he did the same. He said (although it's their fault) he could not remove any overcharges because I asked to speak to his supervisor. He would arrange his supervisor to call me. Surprise Surprise... No call.

Two days later, I returned and asked where the above phone was available for immediate pick-up. This time there were 4 sales reps standing around glued to their phones with seemingly no interest in helping anyone. Eyeing each other as if to say, "who's going to take this customer", one rep stepped forward. He actually gave me different and more information than the previous rep. At least he was helpful. The others stayed glued to their phones. The store was virtually empty except the security guard. My complaint is that they could find work to do or the company should not have that many reps on duty. This is wasteful and does not encourage a friendly environment. The company should also provide training and evaluation in customer service.

It seems AT&T intends to make profit of extra few weeks even I didn't use their service. I was a model AT&T wireless customer more than two years as I consumed very little their resources. Each month in more than two years with AT&T wireless service, I only made 10-20 short calls and only used 1.5 GB data solely browsing internet. AT&T has already made big profit from customers like me and they still want extra few weeks profit when they terminated their service (outside contract already), gee. That is unfair to customers and a cheating behavior. Other companies don't do that way such as my local cable and phone provider Frontier when I also switched to a different cable provider around the same time and Frontier only charged pro-ratedly in the actual days I used the service in last billing cycle.

Why can this monopoly attempt to be nice and consider WE ARE NOT numbers? I am not so disgusted with their expensive, but lousy service and the bad thing is that I am stuck for now because of a stupid contract. I am leaving this crappy company as soon as I can. I am not going to accept it just because I don't matter to them. I matter to Him and me and my family. I am DONE with AT&T Wireless. I tried to contact their corporate offices and of course no such thing is available to US!

After a few months my own phone stopped working. This phone I pay 6.99 per month insurance on stopped working. I went in to get a new phone under the insurance. They took my old phone and I am on payment 16 of 25 for a 679-dollar phone which was only supposed to be 299 because I extended my contract. Again I called AT&T and brought this to their attention, that it should have been covered under insurance and got the reply sorry about my bad luck again. I HATE ATT. I was so disappointed to see them merge with DIRECTV whom I love. So now my phone is not charging even after new battery, new charger. So what to do?? I called Sprint and unfortunately they do not have service here. Any ideas???

Recently, AT&T radically raised the cost of our cell phone, internet and TV service, without warning. We are now being charged a TOTAL OF $401 PER MONTH! They raised our cell phone billing for 2 phones, (free 3GB rollover service -- we barely use 1GB each, mobile WiFi) to $178.23 per month! We have terrible reception at our home. We rarely are able to achieve more than 2 bars, and experience frequent disconnects because of the poor reception. They raised our internet service, and our TV service (450 channel and basic additional sports package service and 2 receivers) to $223 per month! I have contacted AT&T through their forum for each of their individual service types, and have not received a single response.

I used my friends phone to call the 800 number and I tried to explain the situation with the representative that answered the phone. And immediately he started giving me condescending attitude and was very disrespectful towards me. I confronted him about that and he wouldn't even let me talk as he was talking over my own voice. I asked him for his name and refused to give me his name. I asked for his supervisor and refused to comply with my request. I was already angry by this point in time so I just hanged up. So I just did what I had to do. I returned the new phone to the store and got my money back. My current phone service was cancelled even though I had already paid for the service. I mean seriously, AT&T makes the mistake of sending me an inactive phone and tries to treat me as if I stole it when I have the customer order that was mailed to me under my name and to my address? How stupid is that!?!

And on top of that, they cancel my current service! This is the only bad experience I have had with AT&T but then again... I never did have to talk to customer service from AT&T. This is the reason why I will never do business with AT&T. This type action against customers like me is uncalled for. Unfortunately I'm just a regular man living from pay check to pay check and I can't afford to file a lawsuit against AT&T. But I can assure you that if I had the money, I would. Best I can do is take my business elsewhere and I have. Now I'm a T-mobile customer.

They initially charged international roaming, other extra expenses and billed us, 800 dollars and reduced to 250 $. But in the next cycle when we see, other 3 days was under next billing cycle, we talked over the phone, that you applied only for 3 days under first billing cycle and not for 2nd cycle. And the bill was 700 $ for next billing cycle. Customer service initially said THEY WILL REDUCE FOR THAT WEEK AND NOW THEY ARE SAYING "WE CAN'T DO ANYTHING." In general it cost not more than $20 using card or any other services. Now we paid $250 for first billing cycle and $700 for second billing cycle. They are hopeless. These business people will eat out our common man's hard earned money.

We asked to speak to a manager which resulted in us repeatedly being "disconnected" after ridiculous amount of hold time a total of ten times. (The number we were given to call and was having a problem receiving assistance with was 1-866-862-1708.) Frustrated and rightly upset within the time frame of the calls we started thinking we should go with a different company and wanted to cancel our order altogether. Finally I looked up online another customer service number for AT&T 1-800-288-2020. This representative was the most helpful and was finally able to assist us. Their recording say they value us as a customer, but if this is true then the quality of their customer service definitely need to improve.

My parents went to AT&T company store the next day and were told they could not do this. The order did not go through. I have a receipt of confirmation stating this order was processed, I have names of reps who confirmed this was how to do it and talked me through the process. Yet, AT&T refuses to honor this. On their website they offer keeping your existing contract, yet when you go to the store to complete the purchase, they refuse to honor that (in writing on their website!!!).

My parents have been customers as long as I have at AT&T. I have spoken to numerous supervisors with no resolution. They misrepresent and falsely advertise in order to get business and collect money. After decades of being a loyal and supportive customer at AT&T, I am planning on leaving them for another carrier. Since I'm on a next plan, I don't have to worry about breaking any contract. I can buy my phone right out or my new carrier will cover those costs to obtain me as a new customer. Shame on AT&T.

I took my iPhone to the AT&T store where I bought, the assistant told me what equipment I bought was not registered in the system, as the unit is not registered in the system, if bought at the store and have the invoice? After the wizard called the manager to talk to me, and the manager told me I do not have insurance on the device, then the AT&T cannot do anything. I am not obliged to pay the insurance, if I had paid the manager informed me that I would still have to pay $ 200 then the AT&T would give me a new iPhone, and advised me to send the iPhone to fix elsewhere, that is for me to have my rights guaranteed. I am required to pay for insurance and then pay another $ 200 for I have a new device running. I did not take and I will not take my phone to arrange elsewhere, because I bought new and have warranty by Apple since the iPhone was not tampered with.

I bought an iPhone or a problem? Use the iPhone for work, and always bought my iPhone directly from Apple store, never had any problems. Now for the first time, I bought a unit outside of Apple with this problem. Apple's report shows that the equipment is tampered with inside. How can a machine be that way if it only has 5 months of use and never went to repair? I am sending herewith a document where Apple shows the possibility of AT&T have sold me a refurbished unit. I demand an immediate solution because I feel aggrieved in my consumer rights.

I also got a second phone because I am a disabled and have been waiting for well over two years for my trial. I have 11 disabilities, so I am not worried about winning. However, I had some inventions in my head that I felt could work, so I got the second line to try and actually still work, even though I am very ill. My friend has loaned me a lot of money to help me survive or I would be dead by now. I will be able to start paying him back when I get my disability back pay. I won a disability case 5 years ago but tried to work and had a car accident. Anyway, back to my story. I was in the mall looking for AT&T and I walked by T-Mobile where they had 3 salesmen standing outside and I was lured in and they gave me a great deal on two iPhone 6 Pluses. One was a 128 and one was a 64. I got home and was very unhappy with the service and was calls all the time.

I gave them about 3 times to remedy this and they couldn't so I decided to go back to AT&T. Now I brought my 2 phones with me and I knew the value of the phones. I could have gone on Ebay and made a profit if I unlocked them. Instead though, l brought them in in good faith and said I wanted to come back to AT&T who I was with for over 22 years. The salesman was there on his second day but said he knew what he was doing. He said he could give me 2 iPhone 6s Pluses (I had to finance both), and I would be free and clear of any money owed on my phones. It made sense since I owed 1075 all together and I could easily get close to 1300-1400 selling them myself. Well, two weeks ago I got a bill from T-Mobile for 1072.48 for the two phones I gave to AT&T. I was furious and called AT&T and spoke to a woman who agreed it had to be a mistake.

She kept me on the phone a long time and finally came back and said I have some bad news. She said that her supervisor said that the money was my responsibility and she didn't agree with it either and was going to escalate the problem (whatever the hell that means). I meanwhile went to see my son for the first time in 8 months for 4 days. I come back and I look at my bank account and T-Mobile withdrew their total amount from My account. That is my rent money for next month. I am not kidding. I called AT&T and was ballistic asking for a Supervisor immediately. It still took a half hour before I got some jerk who told me I signed a deal for 240 a phone with them. I said to him I was told that they would pay off the phones and why the hell would I want to come back to AT&T for 1000 dollars plus? I said he is calling me a moron and he said he's not.

He said I should be calling T-Mobile and I told him they are owed the money but not by me. Why would you even tell me that? He said I made a deal for 240 a phone again and I said I owned the iPhones 3, 4, 5, 5s, etc. Do you really think I have no idea what a iPhone 6 Plus in mint condition unlocked is worth? I asked him why wouldn't I just walk in and get two lines without my "trade ins" if they were only giving me 240 a phone. He just would not budge. I have a heart condition and I am very ill. I served in the US ARMY reserve and I was in sales for 26 years and NEVER took advantage of a customer. I also said that this is not the first time AT&T has gotten in trouble. I brought up the 3rd party lawsuit they lost a couple of years ago ripping consumers off. Still no budging from this creep. I feel like I have been robbed literally. I could have gone in with no phones and sold mine for a profit and paid T-Mobile but instead, I am in the hole.

I don't recall and 240 per phone money anyway and NEVER would have switched if it would have cost me 100, yet 1000. I said it's not that much of a privilege to have AT&T. I then cursed him out and hung up because we were at 90 minutes. I told him I would get the news and write all the consumer reporting agencies. I wrote my local news station last night and I pray they come to my home. I need help here. Anyone who goes to AT&T beware. If they can do this to a 22 plus year customer (I can provide the documentation), what do you think they can do to you?

I was told by one worker that I need to check with my bank because they already submitted for a refund but the question is if you don't have any information on me how on earth could you have already sent in a request for the refund? And when I ask how is that possible under the circumstance, I was hung up on. Do not do BUSINESS WITH THIS COMPANY AND IF YOU LOOK AT THE COMPLAINTS THEY'RE BASICALLY THE SAME WHICH INDICATES A SERIOUS PROBLEM that has not been address and must not be that important.

Updated on 12/31/2015: Well this is an update on the service received from AT&T. As I stated before DirecTV was the link to AT&T, received a refund immediately as stated, now the funds were debited out of my bank account from AT&T on 11/25/2015. My order sent to my house stated the installation completion date will be 12/05/2015 by 8:00pm. (Remember when I was given the run around after you took my money out my bank, there was no record of any of my information, but I did receive a letter, HOW IS THAT POSSIBLE). I called to say that I had no dial tone and was told that someone will physically come out on 12/11/2015 to address the issue. Although I was wronged I waited to see if anyone would call me. Well as you can imagine and what is historically proven at this point YOU WILL BE TOLD ANYTHING if not HUNG UP ON or TRANSFERRED unlimited.

Today is 12/31/2015 and cycle repeats. They were unable to locate my information for over an hour, tried to offer more services, in which I was not interested. When it came time to deal with the issue of my $50.00 that is when I started to get the unlimited transfers. Now it was confirmed that my order was cancelled so what is the problem with giving me my money back and yet still once made aware of my problem they want to go into offering products in which I made very clear I'm not interested. I was also told they do not have managers so I asked if a rep was unable to handle a situation who would then deal with the escalation. I was was hung up on.

At this point I am giving up on dealing with these people. It makes absolutely no sense and will just let my bank deal with it because the way I look at it maybe they have more manpower and will be forced to deal with the issue rather than sweep me and others under the rug. Very disappointed. There are powers in numbers and maybe we will eventually get somewhere.

Even though the order was canceled 218.98$ dollars had been deducted from my account and the call got disconnected in middle. When I called them back and spoke for more than an hour, they were still unable to help me in getting back my money. Also, I came to know that there was a 2-year contract for 10$ each month if I purchase the iPad. Seems like this offer was there for more than a month, but I was lied that its just a Black Friday promotional deal for that week. Have never experienced such a poor service with lot of misinterpretations from AT&T.

So, since my original question had not been answered, I called the number again on Monday. After about 45 minutes (half on-hold, half speaking with a rep), the rep said I needed to speak with "unified billing" and she would forward me. Keep in mind that I told her this at the very start of our conversation based upon my chat the previous Friday, but she still insisted on trying to resolve it herself before connecting me with unified billing. I was then put on hold for 58 minutes with the incessant "your call is very important to us" message only to be disconnected. Needless to say, I was incensed. I called back and immediately asked to speak with a manager. The rep first needed an input on why I wanted to speak with her manager and I gave a shortened version of the above story. She apologized and said she would connect me. I was then put on hold AGAIN for nearly 50 minutes only to be disconnected AGAIN!

I called one last time while I drove to a AT&T store to speak directly with a manager. The rep who answered was finally able to answer my initial question about the bill. He was not with the unified billing department (as I would not let him put me on hold to forward me) but was able to figure it out himself (note, I have NO IDEA why none of the previous reps couldn't have done the same). He also stated he had taken copious notes regarding the difficulty I had and would have a customer service manager call me back "shortly".

Well it is now 2 days later and no call. So, I called AT&T once again and asked to immediately speak with a manager. After about 20 minutes waiting, a manager finally answers. While polite, she stated she could do nothing about the issues I described - she was responsible only for the people in her immediate call center. She had no way of escalating the issue or helping me and told me to go to ATT.com to get the address for the corporate HQ.

So, not only are the AT&T customer service reps incompetent beyond belief, the "managers" can and will do nothing to address the incompetence or wider system issues. All-in-all, I spent nearly 3.5 hours on the phone and 1.5 hours online to get a VERY simple billing question answered. And AT&T's response to the level of effort required is equivalent to saying "well, that's just our system - too bad - deal with it".

Incompetent beyond belief. I am now looking for a different wireless carrier and am looking into options for other cable/internet providers. If I hadn't just updated my service with a new 12-month contract, I would cancel immediately. Unfortunately, canceling has some significant costs associated with it, so I need to do my homework to find the lowest cost option to cancel and NEVER USE AT&T AGAIN.

I should not be over if November bill was already done. And December just started today. I was not rude, I just didn't understand how it makes any sense, she got huffy with me and hung up. I called back to speak to a supervisor and they said she will call me in 1 hour yeah okay.... I will be calling back. I never had this problem before. I've had At&T for just under 5 years.

I ordered a new phone and line on my account (once again - I've had the account 30 years). Paid via credit card. I won't even get into how faulty their site is regarding changes. Then I get an email saying I need to contact them regarding the order. I'm put on hold for 20 minutes to hear that they are awaiting a credit check for me - 30 years of paying $500/month or more and they want a credit check for the $25/month for my new line.

AT&T, like many national companies, cutting costs and using overseas call centers, believes they are invincible (could be true). I was the CPA in charge of all the tax work for McCaw Communications, which merged into AT&T and for which my friends became executives, such as CFO, etc. They have gone downhill and no longer care. One customer lost doesn't matter, so me threatening them doesn't make sense. It will do no good. Until millions leave at once, it won't matter. They got a new line out of me ($25/month) and the margin on a $900 phone. They don't care - THEY DON'T CARE.

I did not receive a refund and when I called - I was told that the billing period for the Oct 1 payment was for 9/9-10/8. If that is true and the due date was 10/1, I was paying for the PREVIOUS month, not the following month. That is the direct opposite of what I was told when I signed up. I feel misled and ripped off. Oh, and if what they say IS true, I am due at least a refund for Oct 1-8. Nope. Nothing refunded at all. Terrible company, misleading information and extremely poor customer service. I know they don't give a crap about me, but $90 is a lot of money to a fixed income retiree! I will never return to AT&T, nor will I ever recommend them. They hurt and take advantage of people.

I did everything according to the Return Policy AT&T gave me, actually returned my phone after having to get approval from another AT&T person outside the store, got a refund receipt from the store and two days later get a bill from AT&T for the phone that I returned according to their policy. I've been to the store 4 times now and was told after calling their number listed on the bill they couldn't help me I would have to go to the store yet again so they can fix the mistake they made. My son has since returned his phone before the 14 day policy was up. I guess I'll have to go thru this mess all over again once they process his return. Awful, awful service. Apparently the offices are closed on the weekends too. I would not recommend AT&T to anyone.

I want to buy new from Apple Store and waiting for AT&T to credit my account the down payment I paid and let me upgrade again. I kept calling maybe more than 10 times. Some employees say it is under review and one told me, "We cannot give your money back and I must be pay $15 a month as per payment plan." I asked, "Why?" She told me I did not turn off my phone. I asked, "If you do not want pay me back then please give my phone back so I can use and keep paying." She told, "We will not give you mother your down payment neither your phone." So I told her it is not right so she transfer me other department.

The lady from AT&T Premier Support center talk to me that it takes time give us 15 business days from the date they received phone. It was 11/12/2015. I believed her. I did not stop keep calling talk to more than 10 employees have different answers. Even one person I talked on 11/24/2015 was Jabari and he told he already credit my account and it will show in your bank after 48 hours. I said thanks but I can feel it was not true.

On 11/27/2015 I again called to get out from this nightmare. It was Jorgan he took seriously let me hold many times then brought me back Yesenia and she told it is under review and AT&T asking me to pay so she told me now you reference or case number ** and when I will call just mention that. I was not satisfied. I shouted myself if there anyone can help me. Finally she called her Supervisor Mr. **. He told me give few minutes to see what is going on. Then he told me the problem is my SIM need to be off so I told him how I can do it. Phone is already with you people. He told me better call Apple Support and they will help you.

It is one month already when I return the phone, if they have problem they must send me e-mail/text message or phone call so I will understand and we mutually can solve the problem. Talk to more than 10/15 employees. All have different stories. I am sure they are not professionals. Why they create mess for me? When I told them or went AT&T office they can guide me properly. Big name AT&T how they treat customers. I am with them for the last ten years.

I contacted AT&T - they told me I needed to resolve it with the collection agency and that after they wrote it off and sent it to collections that there was nothing they could do to resolve the dispute. It was their policy. I contacted the collection agency again and attempted several three way calls with them and AT&T. Credit Collection Services was very willing to cooperate in the three way calls but as soon as AT&T learned they were on the line with me they would redirect my call and disconnect me. After a few attempts they even acted as if they couldn't hear me and hung up when they recognized my name and complaint. Eventually after several attempts and the collection agency hanging up too, the collection department at AT&T verified that I had never used the phone by their records and said that they could help but had to transfer me to "special billing".

When connected to them and after explaining the situation I got the same old story that they couldn't help and that I had to resolve it with the collection agency. I explained that the collection department said they could resolve this. They then offered for me to talk to their supervisor. I agreed to speak with them and requested the collection agency be on the line too. As soon as I added the collection agency to the call AT&T dropped my call again. I've spent several hours today on the phone with both AT&T and Credit Collection Services to get nowhere. I don't have the money to pay for services I never received and don't believe that I should have to pay just to prevent it from going against my credit. Any help would be appreciated. Thank you for your time.

After waiting for the postal service to send the phone back and dealing with their broken processes, I called back into AT&T. After spending more time on the phone I was finally able to get the original charges undone, and get a replacement sent out. I originally ordered a Galaxy S6 Edge, so I wanted to get the same phone sent out. After confirming with the customer representative twice that I wanted the S6 Edge, and not the S6 Edge+, I figured we were good to go (he even did free two day shipping for me).

Nope. When I received the phone, they sent out the regular S6. So I spent more time on the phone talking with more people and getting transferred around to find out that I need to repeat the process of ordering. They flat out refused to give me a faster shipping label for the phone return, and they said there was no way to override the system and send out the new phone until they had received and processed the old one. Apparently they used to be able, but AT&T has had this problem (which is at&t's fault) so much that they removed the ability to override and send a new phone immediately.

Now I call back in to get the correct phone sent out. I am informed now (though I was never told this before) that since two phones have already been sent to my address, I need to send the phone to an AT&T store. They will not send it to my address. Not only has all of this been at&t's fault, they now have procedures in place to cause even more inconvenience. I speak with a supervisor, and they say they have no way to override this ridiculous policy. There is nothing that they can do.

Of the 10+ people I have talked to on the phone, 3 of them have been helpful and knowledgeable. I consistently received inaccurate information, I was constantly transferred out of departments that were later able to solve my problems, and I have spent over a month now trying to solve this, and the problem is still not resolved. I'm done waiting, AT&T has lost a customer and I will never recommend that anyone ever use their services. Stay as far away from this company as you can.

I have 2 calls that were over 2 hours long and still nothing was resolved. Transferring back and forth from departments from Wireless, DirecTV and merged billing that none of the 3 can view each other's notes or billing. They immediately tell you there is at least a 10 minute wait that usually is 18 to 24 minutes with my experiences the past 3 months. The store reps will tell you anything to get the sale but the policy they use is misleading and the website and call center is completely broken. I advise to stay as far away as possible from this merger between AT&T/DirecTV.

ATT cannot get my balance correct on my wireless. I normally pay $326.00 per month for 5 phones. Last month my bill jumped to over $500.00 and I got an alert that I was past due and I needed to pay immediately or lose service. We spent over 3 hours on the phone trying to figure out why last month when I paid my bill ON TIME, how in two weeks I am getting another bill for $500.00 with a portion of that amount being past due!!! They told me that there must be a problem with the accounting and they set up a case and somebody would get back to me in a few days. A week later we called back wondering what was going on (we apparently owed money) and we were told the "request for credit on amount" was denied. What?

Back on the phone with another CS agent who told me that the billing date was changed and the activity fee we saw as a prorated amount from the partial month and the next amount due, which when paid would get me up to date on the new billing cycle and we would then be back to normal. Guess what... 2 weeks later I am due $326.00. I need to be able to pay my DirecTV bill on time as I have for years. I need to be able to reliably receive accurate billing statements with the accurate amount, and be able to pay that on time as I have for years. They need to fix this or I will move on...

Now, I'm without phone. My security system is mute. I have elderly, sick parents who can't reach me on my AT&T cell phone (now Verizon) inside my house because the signal is so weak. I'm on my cell phone (in my front yard) for 2 hours straight trying to find out what just happened. I was then without telephone or security system for 5 weeks straight with constant excuses from AT&T as to why they couldn't straighten this out. Amazing that they can install in the next 2 days when they hook you up but when they need to repair something it takes 5 weeks.

There was no one to reach out to at AT&T. No one could care less. There's been no way to dispute charges. They will tell you, you can go to their home page and file a complaint. It's a lie. There is nowhere to file a complaint on the AT&T website. You CAN sit on the phone for hours and talk to people who have no record of anything you've gone through. You have no rights as a customer with AT&T. They don't care how badly they mess you up or the consequences of their actions. It's just sell, sell, sell, and screw you while they are at it.

The icing on the cake: The stalking salesman assured me this would change nothing for me as an AT&T customer to change over from DSL to U-verse. It would actually lessen my bill -- HA -- and yet when I canceled my service, I had to pay a $150 early disconnection fee from a "contract" I agreed to -- never happened. And, by the way, the quote for the newer, faster (joke) internet connection didn't match the first bill -- didn't even come close. Get your quote in writing -- not that it would do you any good. There would never be anyone to dispute it with. I never heard from anyone from AT&T ever to apologize or make things right. Unbelievable. Worst company ever. Don't do business with AT&T. They don't care about their customers.

I would never have agreed to keep AT&T after my move unless they had reduced the rate. Nobody can afford $250 a month in this day and age. The next month, I called and spoke to another agent who issued a refund for the overpayments and told me the issue would be corrected. He said it was being sent to another department, and they would apply the promotion for the future. This call took place on 1/31/15, at which time I spoke to Joseph (a supervisor). They continued to take $250 a month from my account in the months that followed.

Again, on April 27, 2-15, I called again and spoke to a representative named Ramon who applied a $344 credit for the previous months I was overcharged. Again I was promised the issue would be corrected, and this would not occur again. It was being sent to a manager to ensure the discount would be permanently applied. This did not happened. From April until November, AT&T continued to over-bill me and removed $250 from my checking account, up until the time that I removed my credit card from the account.

I called again in November to try to resolve this one more time. Again, service was absolutely horrific. The first representative I spoke to (named Eloi) threatened me. He said there was no way he would issue a credit for the overpayments. Then he said, I'll issue you a credit for ONE MONTH depending on your decision on whether you stay with AT&T and sign another 1 year contract or disconnect your service. I said, are you giving me an ultimatum? You're telling me that you won't issue a credit for the overcharges you've taken from my account over the past several months unless I agree to sign a one-year contract with you? That's very sketchy and bordering on illegal and morally corrupt.

I hung up and called back to speak to another representative named Alex. He apologized for my previous experience. He looked at the history and said everything I've been through shouldn't have happened. He admitted AT&T was in the wrong. They should have resolved the discount/moving contract issue a year ago; it was their failure. He said the system wouldn't let him apply a credit greater than 1 month, but he would zero out my current balance, which was around $260, and I wouldn't owe AT&T any more money. I had decided to cancel my service and move to Comcast. He set up the disconnection date, apologized, said I wouldn't owe any further money.

It didn't end there because now I'm getting daily collection calls and collection texts for the final $500+. Mr. Alex didn't do as he promised and he never zeroed out the final bill and issued a credit for the final month. I can't imagine a worse customer experience with a company. I can't even say the service was good because I had daily television/service interruptions and had constant problems with the AT&T uVerse system. Now that I'm with Comcast/Xfinity, I couldn't be happier. I refuse to pay this final AT&T bill. As far as I'm concerned, they owe me over $1000, a huge apology, and much more that they can't give me back. There is no excuse in this level of service. No customer deserves this, especially one paying $250 a month.

My auto renew was $5 less than the $45 since it was auto renewed. Since they could not get it due to a data error on AT&T, they killed it and made me pay $45 to reset it all up again. It's a scam to be watched out for. I can assume everyone will start to have this problem so they can beat you out another $5. They will not admit they messed it up, they just blew me off and deducted $45 from me. I hate AT&T. They are the worst at customer service since you're talking to some Indian or someone that can barely understand english.

Recently, I switched to another carrier. When I cancelled my AT&T Account, I was told I would be charged because I cancelled 2 days before the end of AT&T billing cycle. This was an additional RIP OFF, since I had already prepaid for a full month's service. I would not recommend AT&T service to anyone, because of the way they deceive you at every turn, and force you to use multiple passwords.

Fast forward 4 + years and we found ourselves in a situation where we needed another jumpstart. We called #Help and explained that we needed a jumpstart. The battery was dead and we were in a car with our baby in the freezing cold with 2 phones that were about to also go dead. At first we were told that no tow companies were coming up in our area. We live in a very built up township. We were near a mall in a large shopping center with several tow companies close by. The service agent asked us for the name of a towing company seems to how she wasn't finding any. Next we were told that we would have to pay for the jumpstart because we had already used the service once!!!

I have been paying AT&T every month for over 4 years for road service. 4 YEARS! The charges are per phone! I have never used the roadside and my husband used it one time over 4 years ago! AT&T failed us. They were leaving us in a car in the freezing cold unable to use the heat with a baby in the car. Luckily AAA came to our rescue and in approximately 10 minutes! They will gain a new customer as a result of their prompt and professional customer service. I contacted AT&T to tell them how dissatisfied I am with their service. The customer service representative was very nice but he was unable to authorize a credit for the services that we were not receiving despite our money being accepted every month.

I asked for a supervisor but the supervisor did not get on the phone. Instead he offered, through the agent, a 90-day credit, or $9.00. Not acceptable! After 45+ minutes on the phone with them, their supervisor, Eli ** finally got on the phone but then only offered me a $3.00 credit! Yes, $3.00! He was offering a 1 month credit for the service they charged me for despite not providing the services. When he offered 30 days I responded by saying that $6 was not acceptable to which he replied, "it's actually $3!" I've paid for this service on 2 phones, not 1 and again... for over 4 years. He thought I should be happy with a $3 refund.

I was told to call a third party, the company they contract out to, and dispute the charges with them. I do not send a payment to them. My payment is to AT&T so I do not see how Eli believes this should be my problem. After 45 minutes of getting nowhere I asked to speak with his manager. I was told that a manager would call me in 48-72 hours. When I asked for his manager's name a first name only was given and Eli refused to give me a last name. AT&T lost a customer tonight. I am in total shock at how terribly Eli handled this situation.

They inform me that the $450 that I gave her, the deposit, was non refundable! How is that possible? In normal times when I give a deposit and give back the equipment, when I'm done with it, I get my money back. Not in this case. I spoke with 4 different people today and asked them all the same general question. Why? None of them could tell me why the money was not going to be given back to me. Instead, I was given the runaround about how it was used as a fee for me having not so great of credit. Granted this is true, my credit is not top notch but at the same time, why do I have to pay $450 to obtain service?

Next, I find out that AT&T is the only provider in my area. Coincidence? I don't think so. Looks like a monopoly is screwing me out of my money and with no reason. I will be filing complaints about this wherever I can and hope that the next consumer does not get suckered. What really burns me is that if this is the only provider, then that would imply that the other companies who have more affordable plans are being shut out which does not really give them a fair chance. When the consumer is given the option to go with different companies in a different area, the companies will compete with prices but since AT&T is the only provider, then that means that AT&T's free to charge as much as they want to. That is not fair at all.

I work in customer service so I completely get that some customers are never happy, but as long as I am told the TRUTH I have no problem with paying my bill... Lying or not disclosing all of the information to me is very deceiving and leaves irate customers such as myself. I would much rather tell the truth initially to avoid angry customers in the long run. The whole time I have been with this company it has been nothing but deceiving and LIES!!! Very, VERY unsatisfied customer, and the customer service line will do nothing to help. The worst part is they gave a customer service "code" over the line that I overheard, if you would avoid the customer disconnect, you wouldn't have to "code" your customers as a problem.

Just to have internet for the next year I ended up $45/month, more than double the previous year. When I tried to find a different company to switch over to, I found out AT&T and Comcast were the only two companies in Yuba City who provide internet. I decided to give up and and just stick with them. Then I bought a TV and decided to add just U-verse Family. Now, I am constantly having problems with our TV connection, staying on the phone with customer service for hours on end, and taking up to a week to resolve my issue. A week??? Seriously??? And when I "renew" my yearly contract with them, the price every year goes up every year. And now after being a customer for nearly 4 years, I am paying close to $100/month for the slowest speed and the fewest number of channels.

Last Monday I called again for U-verse and DIRECTV. DIRECTV was a bit late but never lost communication with me, very professional. AT&T called me last Tuesday and told me they had technical difficulties, that they would call me back in 48 hours. I called them at the 35th hour, they had no response yet. I called back at the 56th hour because they didn't call me. They had already rescheduled me for Monday the 9th. I pleaded that they come last Friday but they could not. So I asked for a shorter window, 11am-1pm. The technician showed up at 3pm, in the pouring rain. He was unable to connect me, again technical issues.

I called them yesterday at 5:30ish pm. They promised to call me back, by a supervisor, and that they would come back today (11/10). They never called back and did not come back. I called again this evening. They are now saying they will come to connect me Friday the 13th. What can I say? I have limited options. But I hate you AT&T. I truly believe you have by far the worst customer care, not that your representatives are not friendly, they really are however nothing gets done. I am so upset right now!

On Oct 16th or 17th I finally got a rep who told me the first replacement order was on hold because UPS was holding it and they would have to place a whole new order and charge my card again. So, the day after I received my replacement I went to UPS and mailed off the defective one. I already had the defective one wiped clean, boxed up, and ready to go. So, it's been 3 weeks, no word on if it was received from them or anything. I get an unexpected package this past Saturday Oct 7. It's the defective unit, with a big gash and broken screen at the bottom right corner with a red arrow, missing parts of the box (I assume the part of the box it was dropped with) and a letter, stating that I sent them a broken device and have to get it replaced with insurance.

I called today and was even more disappointed. There was no help. They basically told me their returns department has no proof, no video, nothing to show me that it was like that when it got there. That I'm more than responsible for the damage. Basically, as a customer that I don't matter anymore. Just give me the money. That's my opinion. I own up to any mistake I make and I'm really irritated for being blamed for ones I didn't. I'm leaving them as soon as possible. Unfortunately I will be having to shell out a car down payment to do so.

According my contract, I was suppose to be paying $80.00 a month (still a little high in my opinion). I always connect my phone to my WIFI so I can avoid the cost if my internet goes over. I still received bills that said I was over my internet usage. I didn't understand how that was possible so I called customer service and the lady told me that I still get charged for using internet even if it is over WIFI. HOW RIDICULOUS. My final straw was when I received a $3000.00 bill. Please keep in mind that I have no one on my phone plan except for myself. I inquired how much it would be to terminate service. The girl told me $400.00 and I wouldn't be responsible for the $3000.00 bill. Unbelievable. I went over to Cricket (which is the same thing) and now pay only $35.00 for my phone bill.

On October 27, I was online working, and my internet went out. When I called AT&T to see what was going on, they informed me that my number was disconnected - so both my landline and my internet were not cancelled. I said that's not what was supposed to happen; only my landline was supposed to be switched over but it didn't matter. It would take 24-48 hours to restore service. On October 28th I called back to see what was going on with my phone. Spent 1 1/2 hours on the phone with a rep - DJ - who guaranteed me that an AT&T technician would call me back in the next 2-4 hours. When I called back in four hours, there was no record of that call ever happening.

After spending another 1 1/2 hours on the phone with Diana, and being told numerous times that my connection would not be reestablished until 11/2/15, she finally talked to the right people to get my internet fixed on 11/29. I was going out of town for a week and could not wait an entire week to get my service back. My husband was still at home and he could not take off work to wait for the technician. Sure enough on the 29th, the technician came over and put in a "dry loop" line, supposedly canceling my landline and taking me from 6 Mbps to 3 Mbps for speed, and for that I was to pay $52/month instead of the $40/month I was paying. On the 29th, my wireless landline was working fine.

Today, after being out of town for a week and getting back to working from home, my landline does not work at all. There is a dial tone, but it does nothing. After talking to five different AT&T reps, none of whom knew what was going on, I was told that I still have a landline, and my wireless box is also "working." I was told I had to cancel the landline or else I'll receive two bills.

My internet connection is almost non-existent. Going from 6 Mbps to less than 3 Mbps is almost unusable. When I called to get my speed back - the same speed I have had since 1996 - I was told that the "fastest" speed in my area was 3 Mbps and there was no way for me to go back to 6. This is the most horrible, frustrating customer service triangle I have ever dealt with. I am leaving AT&T for WOW today. Keeping my fingers crossed for WOW. Please do NOT give AT&T your business. They are just terrible.