AT&T Wireless Reviews

I have myself purchased an iPhone and iPad at Apple Stores during my stays in the US. Coming home to Denmark - just plug in the SIM Card and it works. For some reason, AT&T seem to be the only one who wants to ** their international customers. It has been impossible to get a clear and honest message from AT&T customer service about the unlocked phone. We had to call Apple customer service several times and at several offices to get an answer. Each time only to waste time and money (calling bills of 100+ USD waiting for someone at AT&T to babla and forward the call to someone else - or to an endless waiting line).

And the on-line "unlock your phone" website? It stinks. If rated officially must come out at one of the poorest web service sites for telcos. They simply don't want people to unlock phones purchased at AT&T. So my strong advise: DON'T PURCHASE APPLE PHONES OR IPADS at AT&T in the US. Especially if you are ever thinking of bringing that phone with you abroad. It's so frustrating.

When I call to figure out what's happening and when I look over my bill, things just don't make sense and don't add up and no one is ever qualified enough to help you over the phone. They don't know how to answer questions, they don't know what the problem is, everything has been charged the way it should be and yet I'm being charged $50-$100 more than I should be. They offer nothing. You have no choices. You're required to just pay because they said so and it's your name that'll be "stained" if you don't pay. I'm constantly without 3/4G and having to wait until I'm actually on wifi to do what I have to do. Their service is not good, don't let anyone tell you otherwise.

So when I received my next bill I was flabbergasted to see all of the extra charges and how just upgrading 2 phones basically doubled my bill. When I called and it was recommended to me to reduce the data plan to save some money, I did so. When I received my new bill I saw that I was "double billed" for the plan changes and the rep was intractable and would not credit me for the amount billed.

I called in today to ask about the charges on my bill that were higher than what I was expecting and they had charged me for installation something I was not told. I asked about changing the bill to be as it was supposed to originally be and was told just to go online and change it. That's where my second ordeal came in. I went on the chat and after over an hour and 3 different CSR I was back at square one. So I went online and filed a complaint. I got a call back from a lady by the name of ** who after keeping me on hold for over 30 minutes got me to ** who was not able to help me and transferred me to billing who told me to go to my computer that she was going to guide me what to do.

By this time, four hours had passed back and forth with AT&T and I was so upset that by making a simple call my problem was not solved that I was going to have to do it myself. I disconnected my call and of course again I'm back in square one. I will continue to insist because I'm not allowing AT&T to keep the refund they promised. AT&T is full of it. U-Verse is terrible and I'm paying over $100 per month. All they know how to do is to tell the customer how to do it themselves. Horrible Customer Service.

I just made this order!! How can it already be lost and so I wait 2 hours and check back. Same message. So i get on the live chat. "**" gets on to help. Which he says he can. I tell him what I have stated above and he says he can do nothing and gives me a phone number to call. RIDICULOUS!

Unfortunately all that was touted by the salesmen were lies or half truths. My monthly bill was to be $159 + taxes & fees; the first bill was $259. After hours on the phone with many customer service reps (that's a joke) a credit was issued. Since my bill has been $181, what happened to the $160?? Many hidden fees is the reason!

To date my email still works occasionally with many "Undeliverable" messages. After several occasions and many long hours with again no customer service on the phone their resolution was for me to contract with a third party service provider thus charging me $15 per month. The tech's I spoke with have less knowledge than I do and mine is limited. My horror stories could go on and on but I'll spare you. I strongly recommend staying away from AT&T at all costs; the grass was not greener and am going back to TW and DirecTV, their hell was heaven compared to AT&T.

What exactly am I supposed to do in a situation like that? I was with AT&T for 20+ years with minor issues but nothing major other than their service area wasn't the best so I went to Verizon but to be bullied into paying a bill I did not owe is not right. Choose Verizon or anyone else. Verizon's customer service has been outstanding for me and their coverage area is better (not as good as I had hoped but better). I'm so disappointed that a customer service based large business like AT&T would be so ethically bankrupt.

The second phone was already on the next plan and we upgraded it to the next plan as we were already STUCK in it! The first frustration I have is that when I upgraded my phone I did it at best buy and was there for SIX hours while AT&T tried to straighten out my account. This took so long because the customer service was very UNHELPFUL to me and it took Best Buys contact with AT&T to speak with them and fix it.

The first phone that was not on a next plan I was not required to send back as the phone was already paid in full when we upgraded it. The second phone that was already on the next plan I did have to send back and knew that. I sent it back but to no surprise they did NOT receive it. I called AT&T and talked to a rep who was unable to help and had a "billing specialist" call me back. When I got that call back it was not a billing specialist but someone who had to transfer me. I was then on the phone with the billing specialist for at least an hour with no resolve to the issue.

My bill was not charged once for that but twice!!! I then called AT&T again...another hour plus conversation that was over an hour. They tried telling me I had to return both phones when I only had to return one. They did explain to us we didn't and went to research it. They have the worst crappiest customer service that is so unhelpful every time I have called them. When this is straightened out...if not to my liking...I WILL be finding a better wireless phone carrier!!!

Next thing I know, AT&T sends me a message to assign my son to the account of which I did not do. Since that conversation I turned off the gb usage for two phones and the tab.

The company just loves to tack on extra charges everywhere for the smallest things, plus they dont even tell you about them. This company is nearing extortion. Like I don't understand why they must squeeze every last dollar out of their customers. The least they can do is forewarn the customers about the charges. Extremely unhappy with this company.

I have had difficulty with AT&T in the past with service coverage, my phone not working, dropping calls and although I have not been necessarily happy, I have stayed with them. I will be moving to Verizon as soon as I pay my bill. And my recommendation is that everyone leaves AT&T. That is the only way that they will change their practices...by consumers imposing economic sanctions. I am not really angry, just feeling passionate about this situation! And not sure what to do to assist my daughter. I am worried.

They put me on the phone with a rep who was no help. So I decided I'm not going to give them more money. I called my bank and they said I had been charged five times for the same amount on the same day. I called AT and T again and still received no help and was called a liar by a rep. At this time I cancelled my service and have gone with verizon. Now my bill is in collections as well as a line I had on my phone for my brother who had passed away and I had that line taken off. So trying to deal with the collections is a nightmare. I have faxed them the verification stating in email and text my payment was received by AT and T and they keep calling and I keep faxing the info. So yeah talk about a company that gives no ** about its consumers. Not only did they destroy my bank account but also my credit.

They would not honor the original contract and have charged me a early termination fee that I was past due on to NO negotiation after a number of attempts. So they can raise their fees to let's say $1,000 a month...their saying the contract reads I am still liable because of the way the contract reads. I'm sure there are laws that protect consumers from Bullies like this. I'm just looking for a little advice.

My bill has gone up each month, I have repeatedly called back. I had agents lie to me one after another, they repeatedly say they are so sorry for the confusion, one even place me on hold for 30 minutes came back to the phone and said, "Ms. ** we here at ATT are so sorry for all the problems you had looking at your history of phone calls. This has been quite a ordeal for you. I spoke to my manager and we are giving you the price you were quoted in December. We will send out a e-mail to confirm what I just said. You will no longer have to call in again because this price will be valid for the remaining of your contract. You have my word and a e-mail that you will received from here at ATT." This never happen!!!!! Never received a e-mail and my bill is higher then ever. What kind of company tells their employees to flat out lie to the customer to gain business. ATT in my opinion is one of the worst company I ever had to deal with.

Now the problem is worse, I couldn't hear the tech on the other end. I couldn't dial out, shut it off or do anything. I asked the tech to please hang up and I would pull the battery out, but she wouldn't end the call and I have this thing talking back at me and I really got frustrated. So after telling her to hang up, at least six times, I started to raise my voice and just pulled the battery. I turned it back on and nothing changed, so I called back and and no one could resolve the issue. Well I decided to take it to the store on 38th street in Tacoma. But I will give credit where credit is deserved, it took them about a half an hour to fix it but they solved it, but the sad thing is they couldn't solve it by trying their database and used the savior of technology "Google"! Anyway, how helpful they were, but the story didn't stop there.

Later that evening, I was using the phone and didn't realize it was getting real hot, as I usual I just hold the edges, but no this time I put it to my ear. Well, I had to go to the emergency room, and after many hours waiting, I find out I have blisters and a first degree burn on my ear. Well, I call customer service again and tell them my story. Oh, the other reason I called was the phone won't stay charged and lasts about 20 minutes just sitting there, and it takes 10 hours to charge, and as I sit here it's beeping after 10 minutes being on, problem it must be just in my mind. Anyway, she (** went beyond the call of duty, I want her to work for me) got me to the warranty dept. I get this jerk ** who is basically telling me he will only send me a battery. Then after 20 minutes, he tells me I can get another phone, but if mine is damaged in anyway, I will have to pay the full price of the phone.

Well, the screen is warped from the heat, and he says again, "You’re going to have to pay." And he starts to threaten me. Well, here I'm thinking this might be resolved. So, I get an email they will only send a battery. I go back to the store again and the manager gets involved. He calls the Tukwila store and tells them the story. So I have to go up there tomorrow to get another phone. Why couldn't someone do this before. The people at that store, should be running that company, they know what good customer service is. I can't give them enough praise, but tomorrow I'm going to T-Mobile to change service. Oh, I checked what the hospital bill is, $3,768.41, and I make good money by it's all by phone, and over the last three days, it's going to cost me about $3,000.00 in lost income. I gave them an opportunity to settle this.

Updated on 09/25/2015:

I have reported previously about a bait and switch tactic that cost me over $1,000 and now they want another $600 (has been given to a collection agency). I wonder if everyone reported these to the FCC, if they would change their practice? (I filed a report online with FCC and AT&T sent them a factually incorrect form letter.) They advised me that AT&T had responded to my complaint and thus they were closing the case!! I'd encourage everyone to file a complaint with FCC. If it doesn't help, it will at least hassle them.

They are finding subtle ways of ripping people off. I would end up paying more than I would for a tablet that size. AT&T is no longer what it used to be in my opinion. They are not being upfront and clear with their dealings with customers. Customers need to pay close attention to their monthly bill and demand that they explain and put things in writing at the time of purchase and/or when changes are made to prevent underhand dealings with some of the representatives and supervisors.

I didn't call anyone at AT&T to change my bill from its original amount each month to a higher amount - that doesn't make any sense. The last female agent I talked with stated that my monthly amount didn't change; the bill I have states differently. This is the fourth time AT&T has change my bill. I need help immediately. I have been stressed out over this situation. I am tired of being affected about this issue.

They could not explain to me why someone on their side decided to activate my phone for no reason, days after I placed the order and the new phone had shipped. They would also not offer a refund for the days in my plan that I am paying for that I will now not have a phone for due to their mistake. Not sure of the legality of AT&T activating my phone without my permission, but will pursue this to at least try and recoup the money I am paying for the days I am without a phone.

However, I am no longer willing to ignore excessive charges, failed promises, or uncaring attitude. I have five phone lines and 2 iPads with AT&T. I also have my own consulting business and tend to use AT&T on travel. At a minimum, my yearly bills are $4500-$5000 with AT&T. In September, I upgraded two phones that were off the standard two-year contract. My son ordered the phones online and we incorporated them into our plans. At the time, we were not told that upgrading the phones would result in a loss of two $25 discounts on the two phones.

When I saw the charges, and the higher bill, and followed up, I was told that I no longer qualified for the discounts, because when I upgraded the phones, those two were off contract. Then, I was told that the discounts were usually offered to new clients only. Then, I was told that our phones were heavily subsidized and the company was now charging for subsidizing the phones.

As none of this really made sense, I questioned why a company would give a greater discount to a new customer, versus and existing one. Then, I questioned why without changing service levels, I now had to pay $50 more a month. Lastly, I explained that by charging me the extra $50 per month, I am being charged far more than the true value of the phone.

I had several discussions back and forth with AT&T customer service representatives, and when they refused to budge, I explained that as they isn't appear to respect my loyalty to them, then I should not be expected to be loyal to AT&T. After which, I was transferred to customer retention, and subsequently provided a credit for the additional funds charged for the prior three months.

When I expressed my appreciation, but questioned the fact that I was still paying $50 a month, for same level of services, the very nice service rep at the time told me to call back and that I would be given the credit each month. That she was going to annotate all the notes and issues involved in our discussion. Next month, however, I had the same issue, and had to call back again, then again, until finally getting someone who was at a level to make any decisions. Once again, I was given a credit. I asked why I had to call each time, and was told that AT&T had no mechanism to align the charge during the billing cycle, and that I had to call in each month to ask for the discount. But, that I would be given the discount based on my requests and my long standing as a customer.

I was told, and I quote, "but, I have put everything in the notes. When you call again, ask for a supervisor, and have them transfer you to a supervisor or someone with greater authority. You won't have any problems next time." A month went by, and once again, I was charged the additional fee, and once again I called. The person couldn't find the notes and I asked to speak to a supervisor. I was transferred to one, but they also couldn't find the information. I was told to hold, unfortunately could not. The CSR told me that she would research the problem and contact me. She never did.

I Called back again a couple of days later. Unfortunately, once again, the CSR couldn't locate the information, and after holding on for 30 minutes, I explained that I needed to leave for a meeting and asked that the problem be researched and that someone follow up with me. Again, no one called me back. I finally had time to call about a week later, today, March 30, 2015. Again, I asked to speak to a supervisor, and was told by **, that she was a long term employee and could address my concerns.

I explained to ** the situation. How, I had lost a substantial discount and after talking with several CSRs, I was assured that I would continue to receive this discount, but that I had to call in every month. She couldn't find the information, thus I asked to speak to her supervisor, **. While I know I was far more curt and angry than I am with CSRs, I couldn't believe that I had to repeat everything once again, and once again, I had to explain to a supervisor, the same information I had repeated over and over again each and every time I called.

** essentially stated that there was nothing to do, I should have realized the increased costs and that was that. I asked to speak to her supervisor, and she stated that she was it, the last in line. That there was nothing in the notes to corroborate my "version" of the story. By now, I was losing my patience, and becoming increasingly frustrated and annoyed. I know what I was promised, I know what I was told would happen, and I was following direction provided by the company's customer service reps. I asked that I be connected to the department that those two worked in, or at least have someone contact them.

** said that was not possible, and that they had given me false information. I asked that I be transferred to another department that handled this, and again stated that since I had already escalated the issue twice, she was the final arbiter. I was certainly sarcastic in stating that of the thousands of employees, she was the final decision maker, but that at that point, I wanted to speak to her supervisor.

At this point, my frustration had more to do with essentially being told that "what I was claiming wasn't supported by their documentation," in essence implying that I was lying. Further, I stated by acting this way, they had no value for existing customers. I can certainly go to another server. But, I am also a business provider, and I always think customer loyalty is just as important as company loyalty to the customer. Alas, ** didn't have the ability to do anything. But, moreover, refused to escalate to another. I certainly was angry at this point and was frankly disgusted that I have had to repeat the same story countless times. Since she said she couldn't do anything, essentially that was it and goodbye. To add insult to injury, I was wished to have a "nice day, and that customers were the best part of what makes AT&T." Interesting.

I called back and asked to speak to another supervisor, explained to the young man on the phone, **, that I had called several times, and that I was really frustrated. He transferred me to **, to whom I had to provide the information once again. Then when she couldn't resolve the issue, she sent me to ** in "customer retention. " ** was pleasant, but once again, I had to explain the entire issue. When I asked why none of this was included in the client files, I was told that she was giving me a chance to explain in my own words. Well, fine.

I explained the entire situation, from the beginning, how the first CSR had credited my account, and had told me that this would be recurring, how the second CSR credited my account, but told me that I would have to call in every month, which was admittedly a nuisance, but they had no other way of crediting this charge, that I had to call in each month. Again, ** stated that there was nothing in my files, no one had annotated anything of what I was describing.

I stated that I felt I was in the Far Zone, or Twilight Zone. That essentially I was being told I was making up a story. I asked why I would go through the frustration of these calls over and over again. Essentially, **'s position was that the prior credits were given outside of AT&T policy, and that there was no way to cancel the charge, there was no AT&T policy or mechanism to cancel a charge once made. I explained that this was the very reason I was told to call in each month. To which the response was, "well, we are looking through the notes and there is nothing here, we can't give you something with no reason."

I asked why they wouldn't be willing to keep a loyal customer, but her response was that I should have known the charges when I upgraded the phone, and that AT&T always sends customers updates on their service changes and plans. My question of why what the CSR stated would be superseded by mountains of legalistic babble, but essentially was told that it was my responsibility to figure out their rules and charges and the CSRs were wrong. That they couldn't give me a credit, because I had reached my "allowance" of credits.

Interestingly enough, there was never an issue when I continued to pay on programs which subsequently had been priced lower, but never communicated to me; I never was offered savings of programs as they became available with the comment, "ma'am, you are paying too much for this service, we have a lower cost program. " And, interestingly enough, they were quite willing to question my integrity by implication, yet, reading subsequent reviews regarding this very same service charge, countless customers have claimed they were never told the true facts or implications, nor told the increased costs of upgrading a phone.

My question to all is this: Why would anyone willingly pay almost 20% more for the same level of service? Being told that my phones are being "subsidized" is a misnomer, and I would say an outright fallacy. I upgraded my phones the same way as I have done for 15+ years. I have upgraded services as deemed necessary. I would not subsidize or finance a phone knowing that the cost of such an action results in virtually double the cost of the phone.

I would not have upgraded the phones knowing I would have to pay an extra $600 a month on top of an already ridiculously packed billed, filled with expensive charges. The first two customer reps I spoke to in November-December and again in January were responsible, with an eye to protecting their brand and ensuring customer satisfaction. The last several CSRs were more concerned with saving $50/month, versus retaining a customer who routinely spends $3500-$4500 a year, not to mention buying new phones and devices.

I am not happy with AT&T, but, I am willing to wait and see if anyone from the company is willing to step forward and make this right. I am a faithful and loyal customer and will put up with a lot, including paying a higher fee than what would be charged by other companies. But, this is only if I am respected in turn when after spending hours explaining the same issue over and over again, when asking for assurances from CSRs that they are putting in the information so that I don't have to repeat a very complex issue over and over again, and then to be summarily dismissed, with essentially, "you should have read the fine print," I, too, reach a limit. If AT&T doesn't want my business, fine and good. There are several other carriers.

But, AT&T executives and management should know that they are not just losing me, they are losing my children, all who are current and future customers, they are losing all people I come across and who ask my advice on what carrier they should use, they are using any potential international clients when my international clients and associates ask my advice on choice of a carrier.

I also invite AT&T executives and management to read the numerous other complaints on this issue. And, my final point to company leaders: Certainly, you are worried about your bottom line, and you should be. Losing me as a customer isn't going to affect your revenues very much. But, they should remember a maxim of business, that it takes 80% more effort and money to get a new client, but only 15-20 effort and money to retain a client. The values associated reflected in my account give truth to this statement. Thank you, for providing me the platform to present my issues.

After finally getting through to him, he stated his manager offered to add unlimited texting to the second line and it would cover my overage. He got back on the line and apologized because he made a mistake in the dates he input and was "too late" for him to go back and change it so now instead I would just get a 9$ credit. I went on to tell him 9$ doesn't compare to 156 in which he stated I could get a 25$ credit to which I stated I only wanted him to go back and correct his mistake and change the prorate plan to cover my overage like previously stated because that was the ONLY reason I had changed the phone plan. He sighed and HUNG up the phone on me. I was so furious I waited for him to call me back giving him the benefit of the doubt that the call had dropped with no luck.

I had to call several times because people would just hang up the phone on me. I finally got a worker willing to help me out. At the end of the call I was unable to get her to put me back to my old plan. She asked to have my plan changed again to which I hesitated because she suggested I remove my dinosaur unlimited old plan no longer available by AT&T to unlimited texting and phone with 10 gb of data. I told her I had already made a change to my plan and all I wanted was that same change in text if to be made to which she said could not be done anymore and all she could offer is to remove my unlimited data to cover my overage in texting on the other line. A quid pro quo that was just to their advantage.

Not understanding my economic need for this month I HAD to make the change and lost out on my ancient phone plan for AT&T advantage. I've been a customer for over 10 years and I feel this wasn't taken to account me having to make two changes on my online bill the second change being a complete loss in my years of loyalty to the company. I now have no need to stay in AT&T as to my seniority seems to be of no advantage anymore. Now I have a plan that new customers have....what was the point of that...

Now I have no more unlimited data even though I used less than 1gb a month having my old plan was what kept me with AT&T. Now what the hell. They treat me like I'm dispensable anyway. Hung up on several times; frustrated AT&T service guy who just hung up on me when I asked to speak with the manager, hung up on by the second customer service lady, finally reaching someone to help me just to have me altogether change my plan to their advantage... Imagine how I felt. Whats the point... No thanks AT&T for your loyalty to your old customers.

The person said they would send me some kind of mini tower to boost the signal...well I don't have internet at home and I work at a clinic/hospital so, no, I cannot just put some tower here and have complete access to the their internet and such. So the person stopped emailing me and just ignored me without trying to reach another solution. Of course they refuse to let me out of the contract. Keep in mind I had 7 lines and now actually have 8 lines. I regret sooooooo much switching from Verizon. My service with AT&T has been the worst, even worse than with Sprint.

I paid $150 deposit to add the 8th line about a month and a half ago, and I knew there would be prorated fees as well, but my bill has been over $150 more than usual. The data, don't even get me started; yay they NOW allow the rollover data, whoo hoo. I've been trying to lower my data from 30 GB since the're no such thing as exactly the amount I want for data. Two of the lines are usually at 3-5 GB - one of the lines goes above 10 GB, the others stay under 1 GB. I have spoke to everyone in my family and told the two that go that much over that the limit would be 2 GB...which really would put us at needing around 10-15 GB a month. But what happens when I try to lower my data plan? CAN'T DO IT unless I want to pay MORE or the same, not even a dent, wait if I lower to like 8 GB - I think I save like $20 - so I'm stuck paying $150 for 30 GB that I do NOT want.

I'm at the point beyond angry when you just feel like someone keeps slapping you in the face. Here...let me pay you guys $580 a month, because I need phones and I'm in a contract, this is outrageous!!!! I honestly don't even know how all that data is being used on at least one of the phones. I've been using the same amount since I started with AT&T in Oct. last yr but now I go from using barely 2 GB to using over 5 GB? Do NOT get AT&T.

I have been with AT&T since 2007 and I believe if they are going to run my credit, as the main credit holder, I should be notified. AT&T should have been like "wait, she has never been past due, and she has never had these many lines on an account before, we should contact her." It was not until Saturday, February 28, 2015 that I received some information from AT&T. Turns out that the authorize user went to an AT&T store and there was a note stating that the credit holder (which was me) showed their driver's license as identification. The expiration date of course did not match my driver's license because I was not there with her and I have proof that I was at work. So whoever the AT&T associate was at that store broke their policy.

The associate gave me the number to fraud but his manager said it would not be considered fraud since I know the person. Nowhere in the definition of fraud does it say that it is only fraud if one does not know the person. The fraud department was no type of help to me. She kept stating that my only two choices were to get the account out of my name and on to hers or pay the cancellation fees. I was transferred to customer service and she was the one who suggested that I suspend the account so that charges will not accumulate. She also told me to file a police report which I did and once I do to call AT&T back and AT&T will help me out from there.

Unfortunately that was a lie, AT&T keeps saying that it is my responsibility now which does not make sense because I was unaware and the policy states that an authorize user cannot open lines. If it was not for AT&T's associate letting an unauthorized user open up lines and breaking policy rules, I would not be in this situation. AT&T should own up to their mistake.

I expected such better service. My family and I have been loyal customers for over 15 years. But this is the last (of many) straws. As soon as my contract is up, I'm out. And never looking back.

On February 16, 2015 called 855-288-2727 in response to calls and texts to my wife ** threatening to send the balance to collections. Talked to ** who agreed the balance should not exist and promised that her supervisor would remove the charges within 5 to 7 days. On March 21, 2015, we received a notice in the mail from Credit Collection Services of Newton MA that "AT&T MOBILITY" was requesting payment of $695.00. I called CCS at 617-581-1111 and verbally disputed the validity of the charge from AT&T. ** explained that we needed to send a letter to them at Credit Collection Services, PO Box 9133, Needham, MA and that they would send a copy of the letter on to AT&T. I composed the letter and mailed it March 23, 2015.

This has happened every month since, and my bill has never been correct. I called them at 6:45 pm today and was told again my account was corrected and my service would be back on within a couple hours. It's now 12:45 am and service still not restored. Every month I have to call and explain the problem to a different customer rep. I wish I had stayed with Verizon. AT&T reps are incompetent. If my account is not fixed by tomorrow 3/25/15, I will have it turned off and go back to Verizon who I have been with for 17 years and am very pleased with.

** with Direct TV re-cancelled unwanted service. Will it take this time? I also was told that monthly charges had been increased. But, says naive me, "I have a contract." Apparently, the contract applies only to me, not them. Fine print, they say. But, ** who sold the plan told me the charges would be in effect for contract period. Details!!! I have been scammed! ** at the store tells me they are sales only. Any charge questions I need to resolve with billing department. I was angry and he was rude. Then, as I am leaving, tells me to go to another store if I have any future problems!!! And the quoted price, apparently that's not sales either. Really???? One thing I am certain about. Had ** helped me the first I would not be a customer. Asked for store manager. ** shrugs. My problem, not theirs. I intend to spend as much time spreading the word that AT&T is not to be trusted as I spent trying to get resolution.

Fast forward to my March 2015 bill and they charged me $26 for HBO/Cinemax and when I called to cancel it at the end of the 3 free month promo, they said by canceling it would raise my bill by $20 plus taxes & fees! Needless to say, I was not happy and expressed this to the rep who explained to me that they never guarantee rates and they can always go up which they did in February 2015. I explained numerous times that I was guarantee the lower rate for 12 months and the only thing I had to do was cancel HBO/Cinemax on 3/21/15 so I would not be charged for it.

I felt like I was talking to the wall and the only thing she could do for me to keep the low rate I was promised, was to lower my package to Uverse 200 from 300 and give me a credit. I will be canceling Uverse as soon as I can and I am also looking into canceling my AT&T cell phones and switching to a competitor. I am a sales professional and if I make a promise to a customer and not deliver on it, the customer has every right to cancel my business with them so why do these big companies like AT&T get away with these unethical business practices and still retain customers? It is so frustrating!

On very next day 17th March 2015 I got text message from AT&T that your investigation is completed. But unfortunately my issue was not resolved. I was just disappointed and highly dissatisfied with service. Again I called to AT&T customer service but in vain. On 18th March 2015 I again called at&t and talked around 30 minutes but representative told that she made some changes on her part so switch off phone and switch on that will work out fine and I did so. But it was not working so again I called and waste my another 30 minutes and that time representative told me that everything is fine on their part, it just an issue of phone. So on the same day I contact apple store at fashion valley, San Diego and they took my more than two hours and reset my brand new Iphone 6 and at the end apple representative told me that device has no issue at all, it just an issue of at&t.

Outside of apple store, there was kiosk of at&t, there was one lady, I told her whole scenario from day one onward and she was quite smart and she figure out that it might be issue of porting. She just call one port no. in AT&T and resolve my issue within less than 5 minutes. And finally my phone get into work on 18th March 2015 evening. I faced issue from 13th March to 18th March, total 6 days which is a week. Can you imagine that frustrated situation with your brand new Iphone 6 and that does not receive any call or send and receive texts. I suffered for one whole week.

I called and spoke with a Billing Specialist and asked when was the billing cycle stopped and they told me I was paid up until the 13th of December. I said I would call back and disconnect my service before the next bill was due. That is exactly what I did and lo and behold AT&T still think I should pay another bill. I have sent all the required paperwork to the complaint department and we will see what happens. I will not and never go with these conglomerates that could care less about their customers. How about some training there AT&T so that all your representatives are on the same page and tell the same story. HORRIBLE COMPANY!!!

I was happy with that, said, "Can I pay the 199.00 now and buy the life-proof case?" She says yes so she take credit card, runs it, charges my card $286.00. So I leave happy to tell the person his new phone will be here by 4:00 pm on March 18,2015!!! Ok so now March 18, 2015 at 4:10 pm, I was at local AT&T asking why if my phone come in. The girl was like, "I don't know what you're talking about." I showed her my receipt of what I was talking about so she said she had to look into it because phones don't get sent to store, they go to your house. I said, "What???" So she went into back room, ten mins later she come out said, "I'm sorry, I don't think they did paperwork right or did not fax it over to them so I will do it now." So we did and she made sure it went through and even showed me it did!!

Then a gentleman spoke up after I asked how long do I have to wait for phone. He said if I call the number I was given by 5:00 pm, the phone should be shipped out today!! So I called at 4:45, 4:50, 5:00 pm, I could not get a person on the phone. I had to listen to a dump recording tell me my claim needs to be reviewed, it can take up to 24 hours to 48 hours. Now I'm MAD even more!!! So I call at 9:00 am explain to them all of this. I even had to get a higher person on the phone to do. She could not even open my affidavit. After being on hold 6 times a half hour later, the higher lady tells the same thing as the first lady told me: my new phone will be here within the 1 to 2 business days!! I said, "Why do I need to wait two days for my phone when I did everything I had to do on March 17, 2015?" And she says, "I'm sorry." I said, "Well maybe you guys need to put our local store employees in better training."

She then said she sorry again and started to finish my claim and she said I will see the $199.00 added to my bill. I said, "Ummm hello, I paid it already at store, even got receipt." She says, "They should have not done that. Keep your receipt and watch your bill!" SO NOW I CAN SEE IT ALREADY GOING TO BE UNHAPPY WHEN I GET NEW BILL AND I'M ALREADY NOT HAPPY AND I PROMISE IF THIS HAPPENS, I WILL BE CHANGING TO VERIZON. Should listen to husband and friends that all have Verizon!! So something better be done to make me stay with AT&T - a credit to bill or some new accessories for my iPhone 6 or AT&T will be losing a very long-term customer that has 3 phones that no longer has contracts on them!

PS, I'm copying this and going to re-post it every site I can find to let everyone know maybe we should go to Verizon! I will give you a month from today to try to make me stay with AT&T or see ya to Verizon. You guys are a joke!!

So I did that and waited. Received my Feb bill-charges still there. Called again and talked to **. She told me the same thing. So I only paid the monthly service charges. Noticed on caller ID they had called one day. Waited till they called again and it was the recorded "your account is past due" message. But didn't worry because ** told me three days earlier that I was only responsible for the monthly charges as long as the long distance from January was being investigated.

Next day I received a letter informing me that my service would be suspended if it wasn't paid by Feb 25. Didn't think anything about it because I had talked to someone there and they assured me of what I did and did not need to do. Guess what? February 25 came and I had no phone service that morning. Called them on my cell-explained the whole story to a third person. Was told the same thing. She looked into it and was aware that I had disputed the long distance charges. I didn't ask for my service to be turned back on. I wanted to know why it was cut off when I had been paying for the service of having phone line, just not the long distance charges that I didn't make after two of their employees told me that didn't have to until I heard from them about it. I gave this one (I forgot her name) my cell number to contact when anything was found out about it.

So now I have received the March bill and they are charging me for March 4 - April 4 monthly service. Received a second letter telling me if I paid the past due bill in full by March 25, I could have service back with no connection charge and get to keep my phone number. No phone number is worth this hassle or money. I called & told them I wasn't paying for a service I didn't have. After talking to three (a customer service person, a billing specialist and someone in accounts receivable) I was told that I should not have been told to not pay those long distance charges and that I could restore my service by paying that bill and basically, I couldn't dispute charges on my bill that were made from my phone. Well I never denied that. They even acknowledged that they looked at my past bills and it was evident that I didn't use long distance that much. I just kept it because we don't always have a good cell signal where we live.

Little did I know that all I needed to do was to purchase a more up to date cell phone. I thought about calling and asking for a little while longer to come up with payment since I have been led to believe for two months now that I didn't need to pay that portion of the bill. I am trying to decide what to do. Do I let them turn it over to collections and ruin my credit or go get a loan (I'm already stretched financially) to pay it off and get them off my back? I am sure of one thing - if I do pay them off, that will be the last penny that get from me. By the way, my cell is a Tracfone that I add minutes when I need to and is very economical for us - usually less than $10 a month for a smartphone. Not now that I am having to use it as my daily phone, but still less than paying $40/month to AT&T. They never once contacted me to discuss or inform me of their "investigation". The only contact they initiated was two letters about my past due bill and recorded phone calls reminding me of that bill. I am the one who made the effort in this situation.

I was on the phone with customer service for at least 1/2 hour with someone who was very kind and looked into our phone usage and then turned over to international travel who came across very curt. I was basically blamed for the problem and asked why would I have not called and resolved the problem at that time as supposedly I should have known to call a 1-800 number that could see if we had our phones' cellular data on. Not sure how I would have accessed that phone number without internet service or without anyone informing me of that when I purchased the service. When I told them that our cellular service was on, they said “well sometimes your phone needs to be turned off and reset once the airplane mode is turned off.”

If I didn't call them then well then there is nothing they will do about it now. That was their final response. Disappointing that my experience was so different than several years ago when the customer service was so good and the phone service worked without a hitch when traveling internationally. What has happened AT&T? I will be sure to go another route next time with purchasing additional services.

1. They don't have a 6 Plus in stock so they order it and have it shipped. I get a standard 6. So then I go to the store to have it replaced. They said replacement couldn't be done at the store and I have to send it back. They gave me a 6 Plus with a Temp number. Problem is I did Not want a temp number and deal with the questions of who it was and why my number changed and then change back after a week. It took almost 2 weeks to finally resolve it.

2. They gave me a NOTE 4 with a faulty camera. After 1 week, I took it back to have it replaced. They say they needed the original box so it could not be returned. The Sales person ** told me he would remember me and I could return it anytime even after the 14 day grace period. He told me this because I live far away and it was not convenient. 3rd trip back to the Store, 15 days after initially signing up. Waiting and waiting and waiting. 1 hour later, I'm told that **, the Regional Mgr, has decided to Decline the Exchange because I was 1 day late. He did not want to support his employee and obviously only cared about Sales and NOT CUSTOMER SERVICE. He told me to go through Customer Service. I was livid to say the least. They apologized but what good did that do me. I ended up being in the store that day for 1 hr 45 min. So now I've been to the store 3 times and spent about 6 hours inside the store. Drive time and parking about 3 hours so 9 hours spent.

3. Called CORPORATE office on 16th day. Spent 15 minutes arguing with her. She had the nerve to tell me they have no authority over that store because it was a Franchise and not one of their corporate stores. That's a joke.

4. 17th day, the Sales person, NOT the Manager, NOT the Regional, called me to tell me it's ok to Now return the phone without the box. I laughed in disgust and disbelief. After getting a call from the Corporate office, now it's ok. It wasn't ok before, but now it is.

5. More calls to Corporate office. You get assigned someone and NO ONE Else can help you. How absurd is that. The person handling my case was not in the office for 3 days. More wasted time. After another week passes by I finally get a hold of her. More time on the phone now. I finally settled on the Store giving me a $175 Credit. The Corporate Office giving me a $175 credit so $350 in total credits. Not done yet...

6. Have to go back to the store yet again. I told the Manager I would be there either Friday, Sat or Mon. Well, get this. I get there on Monday... NO PHONE. They don't have a Note 4 in Stock. They have to call another store to have 1 delivered. UNREAL. He has over 1 Week to either Order one and hold one for me. But NO. So instead of this taking 15-30 minutes I'm in the store for yet another 2.5 HOURS!!! He then tells me he should have stepped in from the beginning. NO?!! You don't say? It does NOT End here...

7. I get my 1st Bill. PROBLEM with them giving the Temp Number is they ended up charging me almost $50 for the 2 weeks and I told them I originally didn't want it nor used it. Because of their Order MISTAKE, they have charged me a Restocking Fee of $35 to return the Standard 6. So I've gotten these credits only to have them charge me $85 in ludicrous fees. Now I'm waiting on the Corporate office to give me a call back yet again. I have WASTED at least 12.5 hours Inside the Store. About 4-6 hours On the Phone. And we're not even done yet.

DON'T GO TO ATT!!! WORST EVER!!! THEY HAVE NO IDEA WHAT THEY ARE TALKING ABOUT. NO SENSE OF CUSTOMER SERVICE. EVEN THEIR EXECUTIVE OFFICE IS A JOKE. HOW CAN NO ONE ELSE IN THE EXECUTIVE OFFICE HANDLE A SITUATION? Stay away from the Fox Hills mall ATT store or any store that has ** as their regional manager. ** does not care about customer service. He only cares about the bottom line.

But they sent my information to debt collector company and they send me a bill again. So I also called to them and I will not pay for that, and they also said to me I don't need to pay for that. But, but, but... they send my information to another debt collector again and I got a bill again... How does it going? I spend really many time to treat AT&T. I will never use AT&T again. I really recommend do not using AT&T internet service.

The bottom line is they lied to me, I went to look for the offer I originally signed up for online and they took down... Unless you have documentation they act like you are making it up. I now am stuck paying much more with a commitment of 2 years. They seem to agree to anything.... then do what they want. On top of that they are charging me fees for equipment required for the service. I have had DirecTV in the past and find them to be excellent, the problem is AT&T. Once they get involved all the problems start.

Two weeks later (towards the beginning of March), I checked my bill, and I still owed them for the "returned" phone. I called again and talked to another AT&T rep. They told me (again) that I didn't return the phone. After an hour on the phone, they finally "found" the phone in their system and promised to give me a credit. A week ago, I called again. Guess what? I still owed them the money for the phone. After another hour (and them having to "find' my phone), they promised me a credit. They even told me that I should pay for the phone and then I'd get a credit for it. NO WAY.

Today, I called again as I got a text message stating that I owed AT&T even more money. The rep indicated that the store (this store) placed the order incorrectly and that she'd fix the problem. Her "fix" was to CANCEL my AT&T next contract. The result is I now owe AT&T the entire amount for the phone PLUS an early termination fee. It has gone from bad to worse. NOBODY SEEMS TO HAVE THE ABILITY TO FIX THIS ISSUE. This is an AT&T internal issue due to the mistakes made by this store. My advice is to NOT ORDER AT&T NEXT PHONES from this store. YOU'LL BE VERY SORRY. For all my efforts (5+ hours of my time), they offered me a $25.00 courtesy credit. What a joke.

I nervously call the international support line and explain the circumstances. The man I spoke to was very nice - he said that since I was misrepresented he would remove all charges for minutes for the past few days, and anything afterwards would be billed at the standard $1/min. Great! I felt so happy knowing that my service was taking care of *their* mistake! Fast forward a few weeks and I receive a bill with the full calling charge of $181 for my trip (adding about $30 extra from after I called customer service). I immediately called and asked about the credit I was promised - I even had a text message proof saying my credit should reflect in the bill!

I was told that the "committee" did not approve of the $150 credit to my account, and instead offered me half the charges ($90). I said I didn't want to accept that offer, because I was promised $150, and $90 wouldn't make sense anyways because I called halfway between the plan - meaning I made a few extra calls that I agreed to pay for, only after I was assured the original 150 minutes would be credited. I spoke to four different people. The first told me there was nothing she could do and hung up.

The second said she couldn't do anything - that I should call a different number but she couldn't transfer me because her "phone was updating." I called that number and spoke to a woman name **, who eventually after 30 minutes on hold transferred me to her supervisor, **, who then explained that the committee had the final say (even though he's a SUPERVISOR) and he's sorry but he wouldn't fix the bill. He told me he'd have another supervisor call me within 48 hrs so now I am waiting to have them call me back and tell me the same thing. AT&T, you just made a lifelong customer decide to leave (and bring the whole family) because you couldn't credit me the $60 I was promised. Take some accountability for your product! I was misinformed by two separate service reps and somehow I have to take the hit?

I told them it was their error and they need to make it right. It was the employee's error and ATT should have to "eat" the amount. I am disgusted. Did that employee just worry about her commission? I wonder. I am a single parent of three children and do not have money to throw around. I plan to leave ATT ASAP even though I have been a loyal customer for over 10 years. A reputable company would want to fix the problem and take responsibility for their employee's error.

Online I changed and re-changed everything. I couldn't see the problem. I waited for auto-reset to kick in but this never happened! Decided to called AT&T customer service. They could not help. Spoke to (rather not say) someone...they did not resolve my issues. Then after 2 hours, they wanted me to try a Higher-level tech? This went on for 7 hours because my cell phone kept dropping out. Hello!!! Over and over, again and again. I finally asked for a supervisor. They started over again! My cell phone kept dropping the call and they called me back!! Now they tell me it's my router and it has been block by cable! Had to call my cable company. AT&T advised me that cable might want to get paid monthly for microcell. I asked AT&T to stay on the phone with me during this chat and reluctantly this supervisor they did stay on for the duration of my call.

With a second cell phone, I relayed information to cable tech with required router settings provided by AT&T supervisor. I did ask cable company about charges. They said, "NO!!!...not required to pay!" AT&T please.... get your story straight! Cable Tech did reset all router gates. Microcell still not working. 1 more hour with cable and AT&T on the phone. ATT reluctantly. Finally decided to replace the warranted microcell but wanted $14.00 shipping. I had to pay for a microcell and now shipping, I asked for supervisor special consideration because of 9 hours on the phone. They agreed to ship at no charge. After 3 days I received new Microcell.

Upon receiving new microcell, I didn't want to call AT&T. I had it with AT&T. Just Heartless people... Presently AT&T has a national campaign advertising the nation strongest LTE network! ** I'm proof of that! If this was the case, why do I need this microcell in my apartment? AT&T is a publicly traded company, Annually grossing better than 600 billion dollars...poor or no cell service in south Florida! Come on! Here is what I found out searching this internet! Your microcell loses registration, top two indicators/signal flashing green or red, satellite flashing, no signal. Note: micro location should not exceed 3 ft. from any window...the closer to window the better.

This is what AT&T should be telling you, "Start with original Microcell, placing it in your hand. Pull out the power source to cell. Then wait for a count of 10, plug it back in. Next with a paper clip open stick in and push in the reset button until signal light in front of cell illuminates for 5 secs or so. This will tell you that the microcell is searching for a new signal. In less than two hours you should know if you need to call AT&T and spend 10 hours on the phone with them. Here is what you need to know about Microcell swap out -- Do not read the horror stories from other customers...Try this first!

New microcell device from AT&T -- Sign into www.at&t/microcell, click on wireless, then microcell sub-menu. Look for swap out. Follow the swap out procedure...This requires your new device serial number (You might get notification of your new device by email telling you that you have swap out via email). Connecting microcell -- Take the new yellow wire located in microcell package. Connect it to rear of router (try to use different port on router). Make sure microcell does not exceed 3 feet from nearest door/window and do not place this device in a cabinet. Behind microcell reset device...paper clip or pen...hold down and look on front face of cell and see the signal strength meter blinking, count for 15 seconds and remove pressure on reset.

Now, again it's a waiting game. In about 90 to 120 min you might get a text message that you are successful. If not, just keep an eye on the signal meter...if it stays green, not red...you're good...red, you have to start all over. I did this twice ....two more times before I was successful...I don't know if ATT could speed this procedure up, but again you need to talk with customer service!! I just did not want to spend any more time on the phone with them. Very, very bad customer experience. AT&T people, you suck. Poorly trained, no feeling for the customer at all.

Originally, two months ago, the reason I requested help from AT&T was because of poor signal level on my cell phone in our apartment...which they recommended this microcell for a remedy for low cell signal. Purchased, I was charged 150.00 for this device just for the pleasure of completing my contract. My cell phone Contract expires March of 2016...Can't wait. I wonder what kind of runaround they have in store for me/us. Note to AT&T, my problems could have started because our cable company updating router software or because of a power failure. AT&T, All you needed to do is have that customer service rep, not make matters worse...Train your people! AT&T...shame on you!

If she had asked me before she installed, I would of told her not to even try. I ordered it last year and had the same problems. I canceled before the month was out (before 30 days) and switched to another provider. But according to them, I never canceled before the 30 days were up even though I had the service number. So I'm going through the "you owe us phase" to the point where I got a lawyer to talk to them. According to a friend of mine, it's a common problem at the call centers where the operators there don't complete the disconnection and people get left hanging. Not even one star service.

For writing all this the reason is that I had a totally different experience today. I missed a payment and they blocked my mobile service but landline working - made payment with an agent and she told me it will be reinstated soon. To my surprise I never got it back. I called and agent at wireless customer service told me the agent who took payment from me took 10 dollars less so for that reason they can't restore the service back. I paid to the agt whatever she asked me 204.17 and that was the letter I got it. Agent said the other agent took less 10.00 dollars so unless I pay her she will not reinstate the service .Every month I am paying more than 200.00 as AT&T bill but for sure very soon I will get rid of this worst service.

I thought I might be doing something wrong; so I called customer assistance, and was told that he could give me the information, which was fine. But, I inquired why I was not able to get that myself when the FAQ's said the information was available by inquiring online. He gave me some off-the-wall reason for why it wasn't available saying among other things that the system might be having problems. He was definitely trying to avoid something here; so rather than get into a heated discussion, I figured he had helped me to make my mind up about a new service - I would get rid of ATT altogether and port my number to the new company. I don't like being lied to.

I decided to go to Ting! I ordered my phone and when it came I tried to port over from ATT. I got a notification that the information that I entered to effect the port was incorrect (invalid password); therefore my number could not be ported. I called Ting customer service and talked to the person who was handling my situation and questioned the fact that I could not port my number from ATT. He informed me that ATT said I had given an invalid password AND an invalid 4-digit of my SSN. I asked him to check what I had submitted and when he read the info back to me, it was exactly what I entered, which was the correct information. I became infuriated since this was the 2nd time I had been lied to by ATT. I then decided to cancel ATT altogether and get a new phone number for the new phone thru Ting.

I called ATT after that and asked them to cancel my phone service altogether and to refund my account balance of $27.90. The person I was talking to then asked me why I was terminating with ATT and I told him I didn't like being lied to. He then advised me he would cancel my service and that the refund would be taken care of - end of call. I then called back today (3/9/2015) to talk to billing so that I could find out about my refund and to make sure no more automatic withdrawals from my checking account would be done. You don't get anyone from billing! The CS representative told me he would take care of terminating the account but no refund would be forthcoming.

After trying to find out "why" from him, I asked to be forwarded to his supervisor who basically gave me the same answer. I asked him to talk to his supervisor (which he tried to make me avoid), but I insisted, and he got me to his supervisor by the name of **. I'm not sure he provided me with the correct name and such, but he was one arrogant SOB! He told me that no refund was available once it gets into one of the GoPhone accounts (that's what I had with ATT). I argued that it was not their money, but mine; and that I had it to cover any expenses to ensure that my phone was not cancelled. There is encouragement to use this feature, as well. I had no way of contacting anyone else and I don't know how I will get my money back, but I just want to report this incident of OUT-AND-OUT THEFT. If ATT is doing this to one person, I'm sure they are doing it to others. Buyer Beware!

After a couple calls to the Customer Service & trips to the Post Office still they didn't receive it. Post Office said it was picked up by the AT&T courier. Then BOOM!!! I got billed for $216. I called the customer service for the last time. He said they didn't receive it yet. If they do, they have to process it before it will appear that it was receive in the computer. But while it is still processing, I am billed for $216. What the hell??? I did my part, returning the phone with a tracking number? (Pictures attached) Why am I billed for a courier mistake??? Why am I billed for an AT&T incompetency in processing a returned device??? I am a 14yr loyal customer & I am paying more than $300 monthly for my 5 devices. And this is what I get in return... Got billed for $216 because an employee doing a lousy Job! It's time to find a better deal in T-Mobile.

Since then, they tried to deny my request to have my credit/gift cards (included in my bundle package). I was set to receive $250 in Visa Credit Cards and when I logged on to claim them, it wouldn't let me. Not only did I have to call to get this sorted out, I had to once again debate with the sales representative for over an hour and provide proof as to the correct amount I was to receive. I was then passed around from person to person on the phone until I finally arrived at a sales representative who told me she didn't understand what the other representative were talking about, and that she showed right there in her system that I indeed was suppose to receive the amount I had told them.

After I finally received my credits, I all of the sudden got noticeably overcharged on my bill. Again, I called and told them I was overcharged and she agreed that my bill was wrong and she didn't know why. I asked her very politely to please make sure my account was set up correctly so that I would not have to deal with this every month. She assured me that everything was fixed and I would not be overcharged again.

Sure enough, one month later I log on to pay my bill and I have been overcharged even more than last month and I have no idea why. I am so far beyond frustrated with AT&T trying to overcharge me and I have no doubt that this will be a continuous battle for me until I can move somewhere where a different service is offered. I know I said I would keep this short but I guess I'm just a little more frustrated than I realized.

Then came the above via email. And then within days, my snail mail was inundated with all their garbage. No matter how many times I asked, emailed, put it in writing to "Please only contact me concerning any overages or payment due." It came, the spam, the texts, the junk mail, all in massive and unwanted waves of pure, unwanted garbage.

I finally saw the writing on the wall when, now, 2 hefty months later of rotten service, broken promises, paying 3 times what that phone cost, dropped calls, rude customer service personnel, long lines, lost text messages (a month's worth!) that they called me no less at 7:13 a.m. on a Sunday for yet another of their surveys! When I called to ask, "Just what the heck are you people thinking??" The woman who answered at AT&T actually said: "Oh, it will just take a moment. Honest". ON SUNDAY morning! My advice to anyone considering any service with AT&T is to RUN! Run fast and hard, and never, ever look back.

Four days later, I wondered why my phone had not rang since Sunday. I called my home number, it once again did not ring. I have since been told that people were trying to call me all week. I have made a total of at least 7 calls to ATT and each time they tell me they value my service and will escalate my call since I have had this same ongoing problem, and I also work at home. In every case, not 5 minutes after that promise, I receive an automated message from ATT informing me that they are unable to 'escalate' my call, and they'll send someone out in about a week. This has happened 4 times now.

Clearly, ATT does not value business, they value the payments -- and I am paying for service that I have not had for going on 4 weeks. In the 5 times that they said they sent out a Tech, I have only been contacted by one, who called to let me know that he was on his way. I never heard from any of the other Techs who supposedly came out, and ironically, my phone issues were never resolved. The only time the issue was resolved was the day that the Tech made contact; however that resolution apparently only lasted about 2 days. The repair calling center has been consistent in saying that this was an 'outside' issue -- which would be the responsibility of ATT. This problem began on 2/12, today is 3/7/15, and I am still without phone service. Like any other customer, I want service.

I spoke to ** and after several attempts to keep me as a customer and offer me incentives, I absolutely said NO THANK YOU. I WAS DONE. Well lo and behold I still noticed there was service so I called back on 02/28/15 and spoke to ** and asked why is there still service when I had cancelled on 01/28/15 with **? She said she was sorry she would cancel completely and I WOULD NOT HAVE TO CALL BACK. Well here it is 03/07/2015 I received a bill for $87.50. And I really want to say WTF!!!

So I called and spoke to ** explained to her all the above. She went into my account and was repeating everything I read on my statement. Ahhhh I don't know if she thought maybe I didn't understand my statement, even though I am an "Account Receivables Representative", that is my job. So I explained to her I don't need you to interpret what I already know from your statement, but asked what part are you not understanding that I CANCELLED MY ACCOUNT ON 01/28/15? She said she would note I was arguing my account. WHAT???? I said there's no argument nor is there a DISPUTE and asked for a manager.

She forwarded my name to ** - Floor Manager. ** called me and after all the above he stated it was "A Valid Charge". WtHell!!! And that I had to pay the $86.50 which included a "RESTORAL FEE" of $40.00; LATE PAYMENT CHARGE of $5.00; SURCHARGES AND OTHER FEES - Federal $2.17, State $.05; GOVERNMENT FEES AND TAXES - #'s 5-11 @ $3.48 = $50.70 + A PAST DUE OF $36.50. Total Bill $86.50. I told him to stick it up his **. I am TERMINALLY ILL and didn't give a ** if it went to collections!!! They are THIEVES! I WOULD NOT RECOMMEND EVER!!!

When I got home I checked my account online because my monthly payment was almost due. At that moment I realized I had a $784.60 charge. So I called customer service and they said I was being charged a $500 deposit for the other line. I explained the situation and they said I will have to go back to the store to get it resolved. I went back to the store on Wednesday February 18, 2015 and I spoke to the manager ** and he told me not to worry that he will fix the error. He even put a note on my account. He said I will not have the charge by the next day. He said the note will say "The Client is not responsible for the deposit of the $500." So I didn't worry because he is a manager.

I called AT&T again to make my payment and they said I have to pay the $500 or they will suspend my service. I explain to them again the situation and customer service say they see the note but they can't do anything about it. They said to go back to the store because they can't override the system. I am really frustrated by this time. I am wasting gas and time to get this issue resolved.

I went back to the store on Tuesday February 24,2015. I spoke to ** and he said he is going to take care of my situation. He went to call his manager **. ** said I will have to wait three days for the process to go though but said not to worry about my service being disconnected. All of a sudden ** came and told ** not to lie to the customer because my service will be disconnected if I don't pay the $500 deposit. She was very aggressive and rude. She was yelling at me as I was trying to explain the situation. She mention several times she didn't care about what I had to say or the note that's in the account. She said she was not going to take the $500 off. She said that was her store and to leave or she will do a report. She told me she was not going to waste her time with me. ** tried several times to explain the situation to her and she told him to "Shut Up".

She was being racist towards me and treating me very bad. I was in shocked by the way I was being treated. She then told ** and ** to go back to the office and for me to wait for her. Then she came back and told me that she will investigate and she will be responsible for what they told me. I need AT&T to take responsibility for their employees. I need this situation resolved. It has been a week since the original transaction and as an AT&T customer I don't deserve this treatment. My information is down below. Thank you for your time and please let me know when I will see the deposit removed from my account.

So I should call THEM? So it's my problem? So they can't tell me on the phone what the problem is, or better still, have a human call me? No, it's AT&T, the company with the most horrendous customer service in the industry (**). They don't care a squat about you, except for extracting more money from your wallet. So, I made the call to AT&T to find out why my online was $213.95, rather than zero. It appears that I missed a payment in September, so I got a bill for 2 months of $88.90 the next month, which I paid.

My understanding was that, like EVERY OTHER company bill I've had, if I miss a payment, they simply send the next month's bill requiring 2 premium payments. However, as I have now discovered after my 1 1/2 hour phone conversation with AT&T, because a payment was missed, they suspend the service, and if the next payment is sent in by the unwitting customer in, they add a $49.00 "restore charge" to the bill. And as long as the U-Verse account is not brought current, they add $9.00 EVERY MONTH going forward! Finally, after waiting on hold for 45 minutes for a "Manager" who was authorized to discuss cancellation with me, I told her about the $49.00 fee that the earlier U-Verse person had informed me of, and the Manager immediately offered to drop the fee if I decided to keep the U-Verse service. Fat chance that I will EVER go through the CRAP from AT&T, just to get a simple Internet connection.

Thank God there are other Internet service providers in my area, and even though I will be paying a bit more than for U-Verse, I will do so with a smile, knowing that I won't be dealing with a gigantic, monstrous, uncaring American corporation whose sole goal in life is to suck money from its customers, at whatever cost, and whatever shady, stupid means it can contrive. Goodbye AT&T forever, from me, and my businesses.

We were always on time with our payments and every month our bill was the same. I was told that because we were already loyal customers with AT&T that we wouldn't have an installation fee. We had the U300 package and was told our monthly bill would be around 96$ after taxes. Imagine my surprise when my very first cable bill turned out to be 196$ I was so angry. I called customer service and complained and was told that they would "credit" my account and for only 5$ extra a month we could be upgraded to the U400 bringing our bill to approx 105$ after taxes. I wasn't going to fight with the guy because it was clear he wasn't going to fix the issue so I just paid the 196$.

The following month our bill was 140$. I was shocked again because I was told our bill would only be around 105$. I called again and complained and they said they would "credit" my account. Now here it is January of 2015. I log onto my AT&T account to pay my bill and I see a balance of $336 past due and needed to be paid immediately to avoid service interruption. I was appalled. I had never in the year I had been a customer ever been late on a payment with them. The first time I called the rep told me it was because their system had not updated yet and that the only balance we owed was 136$ (Which again was absurd because our bill should have only been 105$).

A week later I check my account again and I am still being told that we owe almost 400$ I call again and am told by another rep that our bank returned our payments and because of that we have not technically paid our bill since October. I spoke to my bank about this issue 5 times and each time I spoke to them they had no idea what I was talking about and said no payments were ever returned to AT&T. After fighting with AT&T for 3 weeks about this we ended up having to pay almost 400$ to avoid going into collections.

The following month my bill was 150$. Again, we haven't ordered anything my husband and I usually stream movies via other parties. I zeroed out the balance thinking that for the month of March I would finally pay the 105$ a month I was promised and surprise surprise my bill is 250$ with no viable explanation. When I called and complained they magically brought my bill down to 174$ which still doesn't explain what the other 69$ charges are. Even if you have U450 you are only paying 130$ at most.

When I took a look at our cable package a week later I was pissed to find out that we had been upgraded to the U450 package without our permission and without any knowledge. This company is a joke and my husband and I will be cancelling our service this week and we will never be returning customers. I will take my business to Comcast or DirecTV. AT&T will scam you out of money, never give you any answers and if you have been a customer with them for over a year, they treat you like ** once you hit that year mark with them.

When you call to complain they transfer you from one person to next over and over again and every time you have to start over about why you are calling and in the end you get nowhere. They tell me now that my bill is to be $93.00 W

Please note: at no time did we experience any loss of service whatsoever. Not surprisingly, We received no notice of either disconnection, or reconnection. I would guess that was due to the fact THAT OUR SERVICE NEVER WENT OFF, MEANING NOTHING OCCURRED. I was not advised or informed on that date of any "pending" restoral fee. The "Balance due to prevent interruption" was paid in full.

Folks, is it just me? I admit, I rarely, if ever, pay any of my bills on time. And at various times in my life I have had my electricity, water, gas, cable TV and yes, even the telephone, disconnected, for lack of payment. I am accustomed to, and accept, that a penalty must be paid if I expect to regain any given service. I have had to make security deposits as well. And of course, the outstanding balance must be settled. All, perfectly reasonable requests.

***END RANT***

Back to our story... You may recall that upon paying a past due balance of $30 I went off on a tangent. That was on Nov 30, 2014. One month later, to the day, our U-Verse service was disconnected. SIGH. I got the pitchfork and tossed my desk hoping to find the current bill, as I did not recall seeing it. No luck so I proceeded to the AT&T cartel local hangout, where eventually a copy of the current bill was printed for me. It would take $127 to restore service. Naturally that dollar amount included a $49 restoral charge.

I told everyone there how I felt, calmly left the premises, and sent my friend back in with the money. A cash payment was then made (on 12-30-2014) for $140, leaving me with a credit of $13. The following bill was $87.40???? There was another $49 restoral fee, dated 12-30-2014?? So minus the $13 credit, the total was $74.40, due on February 15, 2015. I made a payment of $38.40, on 1-29-2015, as obviously they goofed and it will be okay when they figured it out. I have not received the next bill.

Today March 4, 2015 the service was disconnected for a past due amount of $36, which I have and will continue to vociferously contest. In order to restore service a payment of $82 was made, which implies that I have paid $46 for something other than the past due amount. They hung up on me twice when I insisted that THEY ARE PIRATES and even though I paid all that was asked of me the nice southern lady told me that the next bill - should be here in a few days- and will show yet ANOTHER RESTORAL FEE for today's restoral, plus the current charges, the total will be $86. CPUC THIS WILL NOT STAND. CPUC Charter communication is on their way to the office. SCREW YOU AT&T.

I have been quoted $44.00 to $7.00 tax on my account. No one seems to know what is going on. So I was re-assured for the fifth time that that is what my bill will be and not to worry. Next month, instead of $155, it is around $200 or right around there. Just in the last 4 days, I have spent over 3 hours on the phone with these people. I want to quit them but I am bound by a two-year contract. Please HELP!!

These are the questions that seem to indicate trouble a brewing: Are you a wireless customer? What is your wireless phone number so that we can contact you? Is it an AT&T number? Do I have your permission to access your account so that I can better serve you and discuss your problem? Anytime that you are contacting AT&T entities, be aware that their employees may have been instructed to try to migrate wireless customers to the pooled data plans. Even the AT&T employee who contacted me concerning my FCC complaint said that I should always warn them: "Do NOT even think about messing with my wireless plan." Accident, huh?

I only had the phone for 12 days. I called the store and they assured me I could return it, but there would be a restocking fee. I said fine. I went in on the 13th day, again made sure I was within the return period, and I was again assured I was. So, I returned the phone. It went fine, easy. They charged me the restocking fee which I charged to my debit card right then, and said that I would be emailed a receipt. I received an email that my account status had changed and I could login for more details. 6 weeks later I get an $800 charge for the phone. Now I've gone round and round with customer service telling me to contact the store and the store telling me to contact customer service. There is no record in their system that I returned the phone. I showed them the restocking fee charge on my bank account, but it (conveniently) doesn't show up in their system. What a load of utter BS. This absolutely reeks of a scam.

I was surprised how easy it was to return the phone, and that was why I checked multiple times. I should have known it was too good to be true. Now, I'm being told I have to into an ATT headquarters with photo ID to even have them access my account, this from people who used to access my account over the phone all the time. DO NOT BELIEVE THEM!! And, to top it off, every time I call I have to listen to a message about how att won highest ranking customer service. Yeah, right. Their incompetence, their mistake, or worse, their thieving dishonesty and I'm out $800.

I asked the customer service rep to get my number back and find a solution, and they said once the number was issued, they couldn't give it back to me. I am beyond livid because AT&T admitted they messed up and should not have cancelled my account, but refused to get my number back. Horrible, horrible, horrible business and I hope everyone turns away from them.

I had called and lowered our plan BECAUSE we had to cut back everywhere we could. I told them that it wasn't fair that they "discovered" billing they "forgot" to bill me and then just expect me to be able to pay the additional amount. They said they could break it into 2 payment (just the $145, not the entire bill). I said I CANNOT PAY THAT.... I cannot even go get my medication right now, much less pay money I shouldn't owe because AT&T made a mistake - that what if they went back 10 years... Could they add all that onto ONE BILL and expect me to pay it?

I could lose our only phones because I cant come up with this money. My husband's phone is his only way to bring in work, and we have no home phone. Our cell phones are all we have and I have serious health problems. Now they are threatening to cut off our phones if I don't pay the money they are demanding. They told me that I should have realized they made the mistake and the month my bill was less I should have called in and ASKED if it was correct so they could have caught their mistake! WHAT?! I had called in and changed plans to lower my bill - I thought it was from THAT. So now I'm supposed to waste MY PRECIOUS TIME sitting on hold for sometimes an HOUR waiting to talk to someone at AT&T in billing to make sure AT&T billed me correctly so that I never get hit with a billing mistake? Really???? What do I do now (I spoke with a man named **)?

I asked them if they could not spread the payments over 6 SMALL payments, that was the ONLY WAY I could pay it back. They told me NO that was not possible. I then asked why I had to pay for them making a "mistake," that I was a person struggling to make it and they were a HUGE corporation who could easily write off $145 mistake they THEY MADE instead of go after a customer they have had for OVER 10 years who has paid my bills faithfully. I don't know what to do now. I cannot pay a bill I just do not have the money for. I paid MY portion of the bill. We live on a strict budget. They added that $145 out of the blue and I have nowhere to get that additional amount of money. I feel what they did is dishonest.

Then one weekend I started getting viruses i.e. a registry scanner was put on my computer with AT&T Mobile Security Center written across the top. Then I got a full page ad stating that my VPN was at high risk and I needed more security, a spontaneous download of Luminosity and a website offering introductions to girls from Russia and Ukraine, and the last blow was the loss of all of my emails and Gmail accounts. I tried many times to contact AT&T Mobile Security Center about these unpredictable things happening on my devices but got no answers.

I would like to deal directly with AT&T but they will not answer any of my questions. I believe I have been hacked by my provider (AT&T). I will not pay another cent to AT&T for anything. They sent my bill for quitting my wireless contract before it was due to a collection agency. This is the same phone that I got the virus on. I finally contacted Mr. Randall Stephenson’s (President of AT&T) office assistant and she rudely refused to help me in any way. I have not heard from the collection agency again, but I will not pay all of that money for a phone plan that I got a virus on.

Sup. Issac stated she looked over all the information and concluded that I would add 2 more line, renew my ATT contract in Jan, pay as agreed on all three lines, but would let the cell in question become delinquent again. The only issue was the Rep in Dec never wrote "cancel", but wrote "transfer." The Supervisors were basically calling me a liar; discounting the simplest context clues to evaluate the problem correctly. This is the second time I have called ATT for a simple problem, leaving more frustrated once the calls ended. The supervisors stated there is no weight giving to the length of time of being a loyal customer, number of lines billed, or payment history. The only concern was to get what they perceived was owed.

To make matters even worst, they threaten to cancel my other lines if I don't pay their demand. It really felt like a hostage situation. There was no need to speak to a supervisor, the outcome was the same as speaking to the lowest lever rep. I am very disappointed I have a relationship with this company.

I called, yet again, several times, telling them to put my phone as the primary account number and not my daughter's. Each time (5 times doing this) they tell me they've changed it for me, but it has never changed. There have been times my bill is over 500$ for two phones. The customer support people have been some of the rudest people I've dealt with. On the other hand, I must say any AT&T personnel involved with installation or technical issues over the phone have been awesome.

So, in comparison, I pay 35$ a month for my son's iPhone with everything unlimited. I feel like I'm stuck with AT&T until our contracts are up, but I can't keep paying these high prices. It's not ever what I agreed to. Part of the problem with my daughter being primary account number is that she is alerted when bill is ready online. I'm not told so at times, I've been a day or so late...which again I'm charged for.

Well, AT&T's lost because I have completely changed my mind. In my opinion, they are worse than T-Mobile with their service. Kathleen is her name - made AT&T look really bad, really bad. Right after we realized that my phone wouldn't make the transfer, then she, Kathleen decided to tell me that every phone has a code according to their carrier, but then stated that most of the time T-Mobile phone usually don't have a code. So she assumed that my phone did not have a code.

I ended up driving back and forth between T-Mobile (which was directly across from their store) and AT&T store. I was pissed; waste of time and gas, which I should have made her ass pay. All in all, a really nice guy who worked for AT&T ended helping me by allowing me to use their phone so that I could call T-Mobile to restore my service. Kathleen killed my sim card, but T-Mobile gave me another one for free. I will leave well alone and stay with T-Mobile. T-Mobile even have given me 2 gigabytes for $10 more, AT&T wanted to give me 2 gigabytes for $15. I'll save my $5 and hassle and stay where I am for the time being.

This shutting off our phone may actually be a blessing for it caused me to explore options. According to Consumer Report and Clark Howard Republic and Ting are rated much better than the top mobile carriers plus lots cheaper. I will be going with Ting, no contract pay for what one uses. We will be saving 70$ a month with Ting. Need to buy a new sim card from them for 6 - 9$.

Last year I went to the AT&T store in Lake Forest to replace a lost phone. While in the store the rep offered me a FREE service of Digital Life. Now I get new bill for over $70 and told if I want to terminate this service there will be a cancellation charge of over $700. I told the rep I was never told of these "hidden" charges, never authorized an upgrade with costs and never signed any document that accepted these obligations. When I asked the rep to prove my authorization she emailed me a terms of service document without any signatures. Am I screwed or do I have any recourse at this juncture?

I WAS TOLD, "IF YOUR BARS DROP WHILE MAKING A PHONE CALL IT IS THE MILITARY EAVESDROPPING ON YOUR CONVERSATIONS" (supposedly something you have said verbally, texted or emailed has put you on a watch list). We did google some stuff a little over one month ago. We were trying to find a KKK killing site from the olden days in Flagler County. It was after that that we begin to have this phone trouble. We did a job for a customer who told us that military bases have repeater phone towers that slow the speed of your phone transmission from LTE or 4G down to 3G so they can read your messages. Our phone trouble started right after googling that KKK killing the site.

Today I received a bill from AT&T for a total of $75.38. The billing date was from 01/23/15 - 02/20/15. I was being charged a full month of service for a service I had for a total of 6 days. During that 6 days, I used 8 minutes air time, 6 text message and 111,948 kb of data. I was told by three different AT&T employees that I was within the 14 days buyer remorse period to cancel my account. I talked to AT&T today to find out why I was being charged a full month. They are now trying to say that I purchased the phone on 12/10/14 and I was not eligible for the buyer's remorse. AT&T sent me the phone a month early so basically it was a paperweight until it could be activated on 01/23/15.

I did some research and found that AT&T was sued in a class action lawsuit back in 2003 for the exact same thing. Charging customers that left AT&T for a full month instead of what was used. AT&T had to pay out $40 million in that lawsuit for Violation of the Federal Communications Act, Breach of Contract, Unjust Enrichment and Declaratory Relief. They are doing the same thing again. Their only out is that you have to dispute the bill in writing first within 100 days of getting the bill or you cannot sue.

I am looking for others who are having this same situation with AT&T so another class action lawsuit can be brought against AT&T for using the same practices that they were sued for back in 2003. Feel free to contact me or reply to this so I can get started on finding an attorney to file the class action lawsuit against AT&T. Basically, AT&T is doing the old "Don't let the door hit you in the butt on your way out" deal again. They are trying to get money from the lost revenue of people who are leaving AT&T. That is how they got sued the first time around. So if you are having or have had this same experience then please let me know. Thanks.

The very nice woman on the phone told me that the representative indicated the same info in my record, but did not make the change. She could make the change today and credit me the difference on my account. However, she told me that my new monthly bill would be $187.54 + tax. I tried to clear up the confusion with the rate the woman quoted me in January but was told that there is no way they can get the amount to the quoted amount. The quoted amount from the very same company one month earlier!!

I asked to be elevated to a supervisor. I was.... she repeated the same information to me that the representative was telling me. No give. We have internet, cell and cable with this company and they refuse to honor an amount THEY gave me and I have in writing. Baffling. I feel locked because we have all of our services with them and we do enjoy the products. We will be looking to make a switch though as this is really really poor customer service. Highly disappointed.

One of the ladies I spoke to said I was her 4th call today with similar complaint. But still won't stand by their promise. I HATE AT&T!!! As soon as my contract is up I am changing service. I HATE being lied to and basically called a liar. If I changed the service from 10 to 30 and they record all calls I would like them to provide the call where I changed my service. I also learned of AT&T grading system if you make complaints like a credit report. Nice! I wouldn't have to complain if I wasn't lied to and they actually did what they said they would. I still get kicked off the internet and still have times with bad connection on my cell phone in my house.

I later found out the S4 was out and it was waterproof and had a better camera. Why would he sell me the old one that didn't meet my needs?! I bring this up because every time I went to a store to have my phone looked at they told me it was an older model and time to upgrade. When I explained the phone was purchased in Nov 2013, everyone seemed amazed and confused that I would have that model. But of course, everyone said well, "that isn't something we did, so I understand your frustration but there is nothing we can do."

Anyway, all of the phones had problems with dropped calls and an echo effect about 1/2 of the time we made calls. Eventually after a long period of the phones not working and being told they refreshed the phones and we just needed to restart them and there was a tower down but it would be better, they sent us new parts and the other 3 phones worked alright. My phone continued to have issues. Mostly with texting. It started with text pictures. I would get a box that said download but the picture wouldn't show up. Then I wouldn't get regular messages with text. Then when I went to text it would be a white space where the keyboard should be and it would freeze my phone.

Sometimes I had to take out the battery to get it to unfreeze, sometimes a message would eventually pop up saying "Messaging not responding. Close." And I would have to click "Okay." Then my messages I sent wouldn't go through. The blue circle would spin and it would say "Sending" but it would take minutes or else never be sent at all. I started getting "Message Not Sent" error messages. The problems kept getting worse.

During this time, it was still under warranty, but I would call the customer service and they would say they would reset it on their end and it should be better. I took it to one store and he gave me a new SIM card. Another store made me take it home, back it up and then go back and they restored it to original settings and wiped everything off of my phone. I had screenshots of all of the problems, most employees thought it was just the actual phone. I tried all of these recommendations of the company and took it to several different stores. They told me to take it to a service store, the closest one being 45 minutes away. I don't have a car and work a full time job, so I was trying all of the other options first, only to find weeks later the phone was getting worse and worse. While I was trying the other options to fix the phone, my warranty ran out.

But I was having problems before it did. So instead of being able to get a new phone, they basically told me I was SOL. The stores in my area tried quick fixes but said they could do nothing. I called the service store and explained the situation and how I wanted to have my phone looked at even though it was out of warranty, because as they could see, my phone had not been working right since the beginning. I was upset, but didn't curse or holler and they lady at the store hung up on me after saying "there is nothing we can do. Have a nice day."

I called the customer service number and after dealing with a person who could not understand me and called me "Ann" instead of "Erin" I was transferred to his supervisor. I told her I had been hung up on and was very upset and had a lemon of a phone and was ready to solve the problem or get out of my contract. My name and social are on the account along with a relative who is on our family plan. She would not take my social and look at the account, so I had to call and get the information for the other account holder. While I told her I was getting the information, she hung up on me too.

At this point, I don't know what to do and now I'm very angry & upset. I just want a phone that can send texts... is that too much to ask?! The warranty store has hung up on me after telling me they wouldn't even look at my phone. The Customer Service 1800 number hung up on me. The local stores I have been to said there was nothing in their power they could be. In the meantime, my phone is getting worse--the browser and other apps, along with the messaging would freeze and shut down several times a day. And we are still paying hundreds of dollars a month for our 4 phone family plan which we have had for 10 years with the company and no one will help us with this dud of a phone we were scammed into buying less than 2 years ago.

So I called the other family member who is on the account and we went to the store that sold him the phones. The employee gave us the option of buying a new phone and paying it off for the next two years--why would we do that? We haven't even finished paying off this phone and it hadn't worked properly for so long. We have insurance on this phone, have been paying $10 a month for it. The guy at the store who was helping us was the guy that sold us the insurance initially. When we asked him about that as an option, he said he wouldn't bother even considering that because the deductible is too high and it is not worth it. So why would he have sold us this insurance in the first place?! What a scam.

So the guy at the store is on the phone seeing what can be done, and my family member and I are a the store, my day off, he is taking a break from his workday and we have to go to AT&T because no one will resolve the issue! The manager puts us on the phone, which I do not want to do. I have been hung up on twice and I am over talking. They have the records of me having issues for months and months. They have the records of us being loyal customers for years, paying our bills on time. They have my phone, with screen shots upon screenshots of the phone not working, of me taking pictures of error messages and blank screens. I am done talking and just want a phone that works! The "options" that we get are laughable.

Buying a new phone, keep paying for this POS phone and they would try to fix it, doing things they have done before (wiping it clean, etc). No thank you. We spent a long time in the store, rehashing issues and asking why we weren't taken care of when the issues started, why we were sold insurance that "wasn't worth it", why I have spent hours on the phone and in the stores trying to get a phone that can simply send text messages.

No one had answers, just apologizes and people who "understood our frustrations" and no one who would be held accountable and just give us a phone that worked! Eventually, we had to talk to the insurance company and after paying a deductible we are supposed to receive a new phone in the mail and not have to pay the remainder of the balance for the phone that doesn't work. We'll see what happens. But when our contract is up, we will be shopping around. It is a shame that being loyal customers for years who pay our bills on time are not valued by AT&T. Surely another cell phone provider will be happy to have us, and I can't imagine the service could be worse then what we experienced with AT&T.

In my experience, I do not feel valued as a customer. I feel disrespected and used. Some of the people who works there are nice, but no employees are accountable for anything. The run around, lack of taking responsibility for problems on their end, and what it takes to actually get something taken care of--if you don't raise your voice, they don't listen.

They will push you around and as long as they get monthly payments, they don't care if what you are paying for works properly. I got a text at the store "Thank you for choosing AT&T. Text Messaging is working for your account" and minutes late a notification popped up that two messages I sent, one about 24 hours ago, and another a few hours ago, were not sent. On top of the 40+ screen shots I have of my "Text Messaging Not Responding." Um, no. My messaging is not working, AT&T. And I am no longer choosing you. I am counting down the days till we are out of our contract.

Next day I have again contacted AT&T about the status then they said it is still with UPS (courier service) - "we are working on it." Then I asked her (AT&T) to give me authorization store to collect device but she rejected it saying that I can't do that. Then I asked her cancel the order then she said I can't even cancel. Again I have called AT&T on Monday evening (i.e on Feb 23rd 2015) then AT&T again connected me in conference with UPS.

Now UPS say that they 24 hours of time to trace the item where it is. What's hell these people are doing? How many days they need a trace an item where in tracking status shows destination scan. Then I got frustrated and asked AT&T to cancel my order then AT&T says "sure sir I can do that for you" without minimum curtsy towards a customer who got irritated with their service. Now I am going to switch the carrier which would be the best solution and I can even get a credit for migrating AT&T to Verizon or T-mobile.

Same time I searched for the other companies, then I saw they are offering $0.01 deal in Costco, Best Buy, Target, etc., then I asked them these are corporate policy. Then I tried return - they are asking for restocking fee $35. Well I ended up paying restocking fee and I got another one for $0.01 from Target, and Target does not have restocking fee. Now I am trying to unlock the phone, still I am not able to giving the same corporate policy crap. I felt they are dishonest and unfaithful to the customer and worst experience. These are not Costco kind of company. Be aware, if you can stay away from these guys, would be better.

These phones are old and they don't have any new ones to send me but they will also give me a new one even though I paid that much money to get one and you can buy them online for $100. I haven't even had the phone a year yet. Also have the insurance but they want to charge me $150 to use the insurance to get a new phone even though you can buy a new phone online for $100. This is terrible way to treat your customers. I've been with AT&T for 20 years or more.

Trip #2 and conversation #3. Finally after 3 days we thought we had it all right... NOT. Next day same text and same ** again Conversation #4 and store visit #3. One more try... so we go to a corporate store and try it there. Conversation #5 and store visit #4. After arriving and telling the same story for the 5th time I was ready to tell AT&T to take a hike and that their NO SERVICE was the absolute worse, it got worse! I find out now that I have 2 contracts instead of 1 and the bill has increased over $100 a month. This is all due to a upgrade of a phone and changing to account over to my wife's name to receive a educators discount!!! I was livid!!

I go from 1 account with 5 lines to 2 accounts (1 with 4 lines and 1 with 1 line) with a monthly increase of $100. Stayed at the corporate for over 2 hours and got a really nice rep (Susan) that went over every step of the problem with me while on the phone with AT&T left the store on Saturday with 1 account and a price increase of $15 and the discount was applied in my wife's name! Well on Monday got a text from AT&T saying the discount was no valid because my wife was a teacher in New Jersey!!!

Well guess what... all this crap took place in Georgia where we live! Go figure... we live in GA and she teaches in New Jersey. Yeah right... she take an F-16 to work every day! How this company can screw up such a simple transaction is beyond me! I will NEVER do business with AT&T again. As soon as my contract is up I will be gone. I know that they could care less about losing any accounts but I will bad mouth them from now on...

When I called them back in June, I was very specific with the representative and asked her to put it back the same way it was because that's what worked best for our international phone. Because I didn't travel out of the country until last month and accumulated those charges last month is my fault. I should have known better and check my bill every month; all phone lines. And now, I get the runaround of talking to a supervisor and placed on hold for hours (because they want you to hang up). AT&T does not deserve any stars. Check your phone bill with a fine tooth comb because they will screw you the day you let your guard down.

The manager told me I could send one of the cell phones back and get the etf waived since I was out of the 14 day trial period and the 4th line was the only line requiring the deposit. Never did they offer any other solution to my problem. So now I have 2 days to figure out what I'm going to do. I will be forced to pay for 2 separate calling plans and 2 separate data plans with 2 different companies. They told me they were sorry I was misinformed on my initial call when they assured me I could transfer all 4 lines of service with no problems. They won't even try to help me. They just keep saying "I understand your concern". Really? I don't think they do at all. This is the worst situation I've ever been in for something I have no control over and their customer service is the absolute worst. I don't know how they stay in business treating customers like this. I'm filing a report with better business bureau tomorrow.

The network is very unreliable. So, I attempt to take the phones back within the 30 day period and let them know of the problems, and am told that I can't return them because I did their "next" plan where you pay the phones off over time. So, I am very upset and am forced to keep the phones with the poor coverage and service on AT&T. I use to have Verizon and their coverage is excellent in this area and all of Cincinnati. The only reason I switched is because I liked the phones AT&T offered. The AT&T coverage map showed decent coverage here (which isn't the case) and the guy at the store told me there would be to, so I decided to go with AT&T. What a mistake! There is a big dead zone in this area and it needs to be fixed since this is a heavy residential area.

After a year when this promotion ends, I called them for a new promotion. I was told that the new promotion is good for one year and there is not termination fee. Now, it has been 6 months since new promotion applied. Boom! My bill goes up. I called them, they told that your promotion was for 6 months and AT&T offered me another 6 month promotion with higher rate and termination fee. This is not cool at all. What AT&T tells on the phone should be recorded to keep as an evidence what they promised. AT&T scams us.

The customer representative said to me that I was fine for the first month but that I had to call in for the second month with the balance. I told her that I am going to try but if I don't have the money and they cut off my phone that I was still going to be put in a payment plan. I went ahead and paid as agreed with the last customer rep. that I spoke to and as soon as I made a $300 payment, my phone got cut off. I have been with this company for 4 years now and I have brought nine different people to join this network and all I get is this high level of customer dissatisfaction.. I am going to see a legal advice on this and I won't let it go because it was not my fault.

I called back again explained That I made an agreement with the lady and I was upset I was getting an suspension phone call. To prove I was being honest I offered to make payment in advance for Friday and he said he couldn't take payment but he would note account and I need to call in make payment on Friday and I would be fine and he would note account. Mid day that Friday my phones was suspended for no payment. When I called made payment then he forwarded me to his manager. The manager first said well the lady couldn't setup payment arrangements because the rule is I had to pay in full before due date. He acted like I made it up. Then I explained I called in again when I received the suspension warning call and explained to the next customer service and he said he would note my account.

The manager then told me that the customer service noted "that I wasn't eligible for arrangements and could get suspended..." while he was verbally telling me "It's ok just make your payment." He lied to me. Then this manager acted like this guy did his job because he noted on account that he told me something different. I told this manager he needs to spend time retraining his team members and investigate what I am telling him. I DIDN'T HEAR ANY CONCERN IN HIS VOICE NOR SEEMED TO BE WORRIED ABOUT MY CONDITION. He never waived the suspension (phones off 4 hours) fee and never admitted I was treated unfairly.

And now I am getting call from them telling me my service is going to be impacted!!! This company will impact you from the back side!!! Beware!!! I asked for him to put me on hold and conference all three of us together so we could put an end to all of the bs!!! And he hung up on me and did not call back as of yet. Is this truly a company that anyone should deal with? It is a shame this is how they treat a long term customer of 10 to 15 years!!!! That always paid their bill on time in full!!!! I think AT&T has just forgot about their long term loyal Customers!!!!

Obviously this bill is not a huge amount, but it’s the deception that I am having a hard time with. Unfortunately I am locked into a contract with them for another year. This is just not right, and I do hope you will look into this, as I am sure they are doing this to many other customers. This feels fraudulent to me, to make it sound like I made changes that I did not make, or authorize. It’s also false that I was being under billed, as I was quoted $36.00 per month and it’s always been $36.00 per month.

I then went to the local AT&T store and wasted three hours with them and on the phone with an incompetent and inept agent who couldn't find my records, but finally said she'd process the warranty claim and that I'd get a new phone, (brand/model unstated), by mail in six days. I told her I would be out of the country then. Asked if she could hold the shipping date until got back. "No."

Only by insisting on a manager did I get an "extension" of thirty days to return the dead phone, but the threat was made three different times that if the phone I returned appeared to be damaged, I would be charged over $300 for "non-compliance." I am fortunate in that Nokia told me when I called them first, to switch the SIM from dead phone to old phone. AT&T was not happy about that. They would have been happier if I simply was without service until the new phone arrived, or paid for a new one. But at least I have a working phone.

Why the "store" cannot replace AT&T phones on the spot is amazing. Most customers like me pay thousands of dollars a year for AT&T's lousy service and poor response to customer needs. This site testifies to this. Attitude and policies stated by AT&T agents are abusive and threatening. AT&T must have a strict policy that tells their agents to sell, sell, sell and make life as miserable as possible for customers. I am talking to other providers.

I am located near a large city with a number of AT&T stores in the area - strange they would have stores in areas where the service doesn't work. Interesting as I write this, a CSR called me and we got cut off since the service as I said is so poor. Had to go out in the middle of a parking lot in -10 degree temps to get the voice mail he left. AT&T is a joke - do not, I repeat do not pick AT&T as your cell phone provider if you actually want to be able to text or make calls.

Well how convenient for them and forced me to pay a bill when I did not have the money because I have a 92 year old grandma that needs a phone 24/7 just in case of an emergency, then a month later my bill comes and they charged me a reactivation fee of 40.00 dollars. I called and explained the situation and how it's not my fault they deactivated my service even though we agreed to a payment date but of course no records where ever recorded and the manager said there's nothing he can do....can you believe that a multi-million dollar company cant do anything.

That just put me in a position where I lost all respect and belief in att. I believed they were the best company for years but they lost a very important aspect of the customer service world "the customer is always right". I would rate them a 1 out of 10 and the only reason they get 1 is because you can't take that the service is pretty good but other than that ATT SUCKS. THEIR CUSTOMER SERVICE IS THE WORST OUT OF EVERY SINGLE WIRELESS COMPANY AND LETS BE HONEST FOR THE MONEY I RATHER GO TO VERIZON WHICH I WILL BE GOING TO. I WOULD RECOMMEND NOBODY TO ATT.

We work very hard for our money with long hours and kids to feed like many other families. Something needs to be done with these companies taking advantage of their customers the way they do, and the reviews here show that tenfold. Unless prices go down we will be switching companies as soon as we possibly can.

Shortly thereafter, my wife bought the Note 4 from AT&T on their payment plan and I took her S5. Now AT&T is charging us the penalty or payment for the S5 again even though we didn't buy the phone from them. I am getting sick and tired of having to call and be on hold forever to TRY to get them to remove the overcharge. This company has very lousy customer service. I'm going to call them one more time, then I'm going to seriously going to look for another cell phone provider.

When my son got out of school that day, we took it back to AT&T, who has a 14-day return policy for your money back (so I thought). When I went back to AT&T in Temecula, the girl who assisted said to just take it to Apple to get it replaced. I made an appointment with Apple for Saturday morning and the girl who helped me verified that it was just a faulty screen and she could replace the screen, but it was completely my decision if I wanted to leave the phone with them to get the screen replaced or take it back to AT&T with the receipt and all my paperwork in return for a new phone. I said that's exactly what I'll do. So I drove around to AT&T (back to the same one in Temecula) and was greeted by a man with red hair.

Unfortunately, I did not get his name but he's very hard to miss, so he's not hard to identify. He proceeds to try and assist me with this iPhone that they sold me with this faulty screen, all while cutting me off every chance he gets. We end up getting into an argument because he's telling me something about a $35 restock fee. I inform him that I was never made aware of a $35 restock fee and I should not have to pay that for a faulty phone they sold me. In addition, my son wants a white one, so I want to return it for a white one. I ended up raising my voice numerous times because he was trying to talk over me and "explain explain explain." As far as I was concerned, there is no reason for him to continue talking to me because he's just infuriating me more and more. So I ask him for the manager and told him to stop talking to me. I also said "this is exactly why I stopped dealing with AT&T because you people lack ** customer service."

So the rude manager comes out, Anthony ** or something like that, and has an attitude the entire time he's talking to me. So of course I'm not backing down. I'm just becoming even more livid because he's doing nothing to help the situation. He lacks any sort of compassion for me as a customer, and he was flat out RUDE! He said they would return the phone and still charge me the $35 restock fee although they sold me the phone with the defected screen. He gets the guy with the red hair to do the return. I said “he's not helping me he's rude, so can you do the return.” Anthony said "I'm not doing the return but one of my other reps will." I said “ok whatever, do you have a card.” He gets Matt to assist me in the return and walks to the back to get his card.

When he comes back out he says, "Here's my card and I've changed my mind. We are not doing the return for you. My rep informed me of how rude you were and you can take it back somewhere else." From there, I left the store calling him every swear word in the book. Clearly I'm PISSED!!!! It's now 10:20am and I am extremely furious!! I dialed 611 on the phone for customer service and I told the rep what happened and asked for a manager. She notated what I said and transferred me John ** , who was very helpful! I made the complaint to him and he notated the account that I would not be charged the $35 restock fee because the phone had a faulty screen. And he sent me to the location in Murrieta, CA. I did not get the manager’s name there who assisted me but she had brown hair with some kind of choppy bangs, and blonde (ombre) on the ends of her hair.

She called the Temecula location and verified that there was no physical damage to the phone and that it could be returned just fine for the white one and that they would put it on hold for me to come back and pick up, and wouldn't charge me the restock fee, but now...... she could not do it because I didn't have a physical i.d. I only had a copy of my i.d. and my passport, along with my original birth certificate, my original social security card, the card I paid with, my original receipt and the other papers they gave me the day I picked up the phone. She still wouldn't accept any of it, stating she couldn't even get into the account without it.

Once again, I'm ready to go 0-100 because it made absolutely no sense to me that when I picked up the phone, all Carrie ** asked for was a pass code to enter the account. She got in and she said it worked. So anybody could have picked this phone up and had service in my name without showing any i.d., yet it's a problem for me to return. That had to be the absolute dumbest thing I ever heard. At this point, I'm calling customer service numerous times trying to find John ** because apparently, each time you dial 611, you are getting routed to a different call center that could be anywhere. Everyone I spoke to said there was no way for them to get me back to John ** , so I finally spoke to Donna ** . Apparently she is the Warranty & Advanced Support Manager. She ends up placing me on hold so she can call the Temecula location to verify that there was no physical damage to the phone and they did that.

So she got back on the line and suggested that I add an Authorized User who has a valid i.d. Then, I can then take them into the store with me so they can do the return with their identification. My son and I live in Temecula, CA, so I had to drive an hour down to San Diego, CA to pick up his dad. By the time we get to his dad, it's 1pm. I add my son's dad as an authorized user, then take him to a location that's about 10 min away from his house on University Ave. I explained everything that was going on and the guy there checked the acct. He told us we needed to go to Mission Valley location because it's corporate and they are not.

I get to Mission Valley and this nightmare only continues when I am greeted by a pregnant woman (never got her name). I ran down the whole story, gave her the faulty phone, receipts, paperwork, verified my son's dad with his i.d., then she got her manager Ernesto. Ernesto only made the situation worse! First he tells me he cannot return the phone at all because it's a 5c and all 5c's are Final sale! Now this is a new one. I told him, “you’re the first person I've talked to today that has said anything like that and you are wrong!!” I said that is absurd! I inform him that I've been to multiple AT&T and made multiple calls to managers on 611, and they have all called and verified with the Temecula location that the phone is faulty. He continues to argue with me saying the phone has physical damage, he can't return it in that condition, he can't call Temecula, he's contacting his Tech support... just excuse after excuse. Then tells me to take it to Apple.

At this point, I'm raising my voice, once again PISSED because he's telling me to drive somewhere else to take the phone then bring it back fixed, then he can change it out. WTF! You sold me this faulty phone!!!! Now, it's about 2pm... I'm furious, crying, yelling, and dialing 611 to try and reach one of the managers that I had previously spoke to. I also had to file a complaint on the manager Chris because he called me back just to hang up in my face, and THAT is another story! There is NO WAY that man should be a manager in customer service!

Anyway, one of the reps sends a message to Donna and she calls me back about 20 minutes later. I explain to her what happened with Ernesto in Mission Valley and she tells me to ask him to call Temecula to verify that it isn't physical damage. I told her I'd already asked him to do that and he said he couldn't. She suggested that I get something from Apple saying there's no physical damage to the phone. 3 Apple technicians (in Fashion Valley mall) verified that it was in fact a faulty screen and it happens to 1 out of every 100 iphones.

So I get a signed print out from Apple stating just that and take it back to AT&T mission valley. Where's Ernesto? Nowhere to be found. He didn't come out from the back the entire time I was there to assist or see what was going on because he was completely WRONG! I end up telling Dolores (who said they refer to her as Mama D) the entire story and she gets her manager to assist me, my son and his dad. Jesse is her manager. I believe his name tag said he was the Sales Manager. He was a breath of fresh air and very accommodating. He offered us water, and had Ari assist us. Ari was trying to charge me the $35 restock fee before she even knew the entire story or read the notes on the acct. Jesse then stepped in and said there would be no restock fee. He knew I had been back and forth all day, and told her to take care of whatever I needed. I did not leave the AT&T store in mission valley until 4:50.

So I had been dealing with these people for just under 7 hours. It makes no sense that I had to go through this. This was definitely the worst day I've had this year, and it's definitely the worst experience I've ever had with any cell phone company. Honestly, I will probably end up returning the phone before the 14 days are up next week because this is not a company that I will willingly be tied to for 2 years. This was the worst customer service experience of my life!!

Only one reason AT&T has this policy...money. It cost me two months in a row. I don't understand why AT&T can reactivate something that I have deactivated without my permission. Besides, this is a minor's phone that I want complete control of, but according to AT&T, they can reactivate data usage at the beginning of a new billing cycle. Two things can happen...(1) I set up a tickler notification on my calendar every month to make sure I go online and deactivate again, (2) call AT&T and ask them to turn it off permanently until further notice. I should be able to control this online without AT&T reactivating.

Then I start receiving messages saying my account had a balance. I checked my account and saw that the check had not been resubmitted and was FULLY prepared to pay the balance (40.69). I spent the next 2 HOURS + on the phone trying to figure out how to pay this. The customer service department couldn't take my payment. I even tried to have my brother call in and make a payment and he was able to, but then when I called back to make sure the account was clear of all charges I was told that his payment (by a debit card) had be declined.. Even though he had a copy of his bank account which showed it had been processed. When we called back, NO ONE could answer our questions, lied to us hung up on us, told us departments were closed when they in fact were not and continued to transfer us over 25 times.. (we stopped counting at 25 times) in a 2 minute time frame we were transfers 5 times.

In one of our conversations we were talking to a lady by the name of Victoria and literally mid-sentence all of a sudden someone else by the name of Anna come on! After 2 HOURS finally we (think by sheer luck) transferred to someone who was not even with AT&T and could answer our questions. That conversation took less than 2 minutes. Now I am not normally someone who wants something for nothing, but after that ordeal and the fact that I had been with AT&T a long time I felt like there should be some type of compensation for the sheer hassle.. and because the situation was so extreme! Even the smallest thing would have been acceptable to me. So I called back.

Spoke with a supervisor (Paulo rep ID **) I explained to him why I was calling and his response was what floored me. He said "So your problem has been resolved right?" I said "Yes.. but that's not why I am calling." He obviously did not understand what I was asking for despite me being very clear so I restated it to him. He responded with "Well your concern is resolved so you aren't our problem any more." So I continued and said "Did I hear you right? I sit on the phone for 2+ hours and go through call center hell and because finally someone outside of your company solved it.. then there's no concern?" Him "Yep." I then asked for his supervisor.. I was floored at the rudeness and unprofessionalism on top of everything else. He told me He was it there wasn't anyone else.. (LIE). Told me the next step was to email them.

So I said "Ok I'll take the email address" then he said "Oh no only a mail address.. they don't accept email" (lie.. I found an email address in less than a minute online). I finally hung up the phone.. I was done. That was by far the worst experience I have ever had and intend through word of mouth, social media, whatever means possible to warn anyone I can to avoid AT&T at all costs. As a follow up since this all happened today.. we aren't even 100% sure that what we finally were told was in fact the truth. We won't know for a couple days! I also although I am fairly sure there is no legal grounds here intend to click the nice button on this page that says have an attorney contact me. 1) to verify a 100% there isn't legal ground and 2) to let them know how serious I am and how maddening this whole situation was.

After getting them to finally switch the account back to the contract we had agreed to, we were told it would take two weeks to reflect the changes. Last time they told us that, we had to call back in three weeks when it still wasn't changed. The customer service team will tell you anything to get you off the phone. Then we went to upgrade a phone on the line. When we tried to upgrade for another two years, we were told our bill, for the same exact plan, would increase by $25 per month. Plus we then the sales representative tried to sell us on the AT&T Next plan as it would keep our contract at the current $15 per month and we would have to finance the phone over the next 24 months for $25 per month. Amazing how either way AT&T gets $600 more every 24 months either way.

Again, only a phone company can screw you over routinely and somehow it is more of a hassle to get out of the contract. Needless to say I would highly recommend no one ever choose AT&T. They are a horrible company and the slimiest customer service and sales representatives. I don't understand how they haven't been used but we need to get together and refuse to allow phone companies to treat their customers like this. CAN SOMEONE PLEASE MAKE A LEGITIMATE PHONE COMPANY THAT VALUES CUSTOMERS?!?!

So I call once more and spoke to a manager. He was very rude, didn’t care about my problem but he did turn it off. I also made sure that my bill was pay up to date before I cancel my phone. Come to find out because they took three days after my billing cycle to turn off my phone, they still bill me another month, so I call and spoke with a manager and again he was very rude and told me there’s nothing he could do because it was a new billing cycle. And I have to still pay so I end up paying for an extra month because they didn’t turn my phone off at the end of billing cycle, end up paying because of their mistake. It was very wrong what they did to me but that’s ok because they lost not only me but all my family/friends for life. So for you people out there, don’t ever get at&t services. They will do the same to you.

Now there are total of 5 issues with my account. When I received this order, AT&T charge $722.48 to my credit card (they charge me $169.99 and $552.49, the full prize of phone which I purchased with monthly installment plan). I called AT&T customer service twice about these charges. The representative told me that they don't see these charges on my account and I can resolve the issue by calling my credit card company. I called my credit card company and they gave me a credit of $722.48. However, I received my Jan 2015 bill, AT&T again charged me for whole prize of phone. In addition, there is also monthly installment charge of $18.42 for one phone but not for the other.

I activated my phones through calling customer service. I checked with representative about activation fee and he said there is not activation fee. But when I received my first bill, there was activation fee of $40 for two lines for which I used my own devices. When I called again the AT&T, they said these two lines are on contract, therefore there is a activation fee. I told that I never singed or asked for any contract as devices are my own and on the mobile share plan. So they removed my activation fee.

Since they put two lines on annual contract, they charged me $40 access charge and didn't provide the $25 mobile share value discount. When I called AT&T, they gave me a credit of $25 for each line for the Dec 2014 bill but again charged me $40 for Jan 2015 bill. I purchased an additional phone and line from AT&T store 12/18/14. I didn't ask for monthly insurance. AT&T charged me for monthly insurance of $6.99. I again called to resolve this issue and they waived the fee for Dec 2014 but again charged for Jan 2015. When I switched the line from my previous carrier to AT&T, there was a deal to get $150 discount for each line. I confirm that by talking and chatting with AT&T rep. He confirmed that. I have a chat print out. But now AT&T denied that and said online customer service representative gave me incorrect information.

I called AT&T customer service several time and each time, there is a hold of more than 30 min. A representative told me that we will resolve the issue but it is still there. I went to the AT&T store and discussed the issue with a sale representative for 2 hours. He told me that he has to discuss and resolve the issue with his boss and it may take 3-5 days. it has been more than week now but issue it not resolved. He told me that I should not purchased online or activate online as they don't have correct information and they messed up my account. My Jan 15 bill is $839.44 and I have to pay it by 23 Feb 2015. I was trying to resolve the issue before that so I don't have to pay unnecessary charges but the issue is not being resolved. I need help on how to resolve the issues or if there is any legal way to resolve this? This is very frustrating as I am spending lot of my time and energy.