AT&T Wireless Reviews

I spend about an hour each time on the phone with AT&T (sometimes 3 way calls with the bank agent) and have called 13 times over the course of the year. I have been told each time that the check has been requested again or a manager will call me. Neither has happened. I need to know what I can do next. The ATT agents will confirm that the payment was received from me, but the refund check requests keep getting denied by someone at a branch in Texas. ATT cannot provide any proof that I have been sent or received any refund, just that they keep denying the check requests the agents are placing. I guess I fail to see the difficulty in the situation. You see I sent a payment to an old account, you send it back to me. This has been going on for a year!

Finally, they terminated my contract and charged me $74.00. If you want to fight them or dispute any fees, then you have to go through arbitration, which you will never win. I will never use their wireless cell phone service again! They are again the evil and greedy AT&T that I remember from the 70's and early 80's. I've gone with Virgin Mobile - only $20.00 a month and no hidden fees or contract.

I went back to them and told them and they said I might need my phone swapped and they would have the towers checked also. Well, the next day I went back again because I still had NO service. I was then told I needed some type of cell, at a starting price of $200. I told them no and I wanted my money back because they told me a lie. They said I would have service but I didn't. They then informed me that they would be charging me a $35, per phone, restocking fee. I told them why, because the only reason I was cancelling is because they sold me something that was not true. They said I would have service and I didn't.

The lady in the store told me they can't give cash back and I don't have an account to have it credited to. I told them of course I don't have an account, I had to cancel it because they said I would have service but I don't. They will not refund the $70. SORRY, SORRY COMPANY!!!!!!! THEY ARE RUNNING A SCAM!!! CHEATING CUSTOMERS!

Went to AT&T store in Paris, TN on July 1 to resolve these issues. After 1 1/2 hours of store employees being handed off to approximately 7 different customer service agents, they were told my land line could not be restored for at least 7-14 days. I live in a remote area where cell coverage is very limited, so a land line is a real necessity, and I find this whole experience totally unacceptable.

Ironic since AT&T now has over 100 million subscribers, and the stock is still at roughly $30/share. Corporate greed, pure and simple.

NEVER ALLOW AT&T access to your bank account; I was set up for direct withdrawal - HUGE mistake that, at this point has cost me over $400. After the phone call about the $95 refund, I had $455.00 removed from my account. Pat was the last month's bill; a $95 early termination fee, plus a charge of $210. I called back. The guy I got said he wasn't authorized to reverse the early termination fee (sound familiar?). OK - so I asked what is the $210 for???? My answer - "A CHARGE." Yeah, Einstein, I figured that out BUT FOR WHAT? "A legitimate charge" was the answer. We literally went around and around like this for 20 minutes, with him saying "I already explained it to you" about 10x. I asked about my $95 refund AGAIN. “Oh, I can't do that. Let me put you on hold”. I called him every name in the book & hung up. I cried, then sucked it up and paid the bill.

TODAY I got a NEW BILL informing me that AT&T "will be debiting your account for $388.99 on July 12”!!! I called back again, vowing to be calm. I asked how I can end my contract with AT&T once and for all. The AT&T customer service person asked a bunch of questions, put me on hold 3X, then returned to tell me that she ended the direct deposit. AGAIN I asked about the $95 termination fee, and the $210 charge. ON HOLD AGAIN. She came back, needs to check something. ON HOLD... I hung up.

NOTE: I tried to do a bill dispute through the AT&T website. Not so fast - they are only available "during business hours"! (EXCUSE ME- AREN'T WEBSITES a 24-HR deal??) I looked, and it seems I have to create a user account to challenge any charge. Tomorrow @ 9 (is that a business hour?), I'm going to try to get my $ back through their website. I feel like a fruit fly trying to kill a bull elephant. AT&T SUCKS!!!!

So the only way to stop the charges is to login yourself to AT&T.com/gophone and to delete all payment info such as your bank account number or your credit card number. So you can sleep peacefully, otherwise, AT&T may charge you at 02:00 AM. Note: Don't call customer service and ask them to delete the payment/auto refill info, THEY WILL NOT DO IT.

DUPLICATE BILLING - Now, while checking my account I traced a duplicate billing for the same period. AT&T charged me the same amount for the same period on 3/27 and on 3/28. When I ask for the refund, they say they cannot refund me the money and refer to their own text that says: "Money deposited into a GoPhone account or a Wireless Home Phone Prepaid account is not refundable or redeemable for cash or credit."

I think this is a scam as AT&T charged me twice for the same period and they're refusing to refund me one of the payments! They said to me today to use the GoPhone one more month to consume the money but I don't need that phone anymore as I joined my family plan with AT&T and I have another AT&T subscription. So basically, I want my $66.15 back.

My advice to all who have automatic refill/automatic payment of bills on AT&T services to triple check all transactions carefully - Ideally don't do auto refills or auto pay. Hope this alert helps others avoid any excessive/duplicate billing by AT&T.

Now my bill is 185 before taxes. They say they want to give us more option, but there is no option to us besides paying more. With AT&T Next plan you pay for the phone (about 800 dollars) and upgrading contract will cost you additional 25 dollars for every line you upgrade. Total rip off because AT&T is now a big company and they have the monopoly and they can play with all these hidden charges.

And also, when speaking to them they should have admitted that the bank account they attempted to charge was not used for the previous 5 months of charges and admit their mistake. The supervisor told me that 'that's how we do business', and would not waive their fees even though it was their mistake. I will not pay their fees that were not my error. Going to another phone service.

I have a copy of the text number, as well as the date and time that the text was sent within my phone. The 011 prefix that is required for an international text was never dialed. Even if it were accidentally dialed, the total of digits remaining in the texting number were not sufficient to permit the text to be sent to anywhere, either domestically or internationally. I am doing some further investigative research on the matter to determine if AT&T's own network automatically characterized text that was meant to be sent to a United States texting number as an international text.

I advise all those using AT&T for texting to be aware of any erroneous charges for international texts. Also, check the texting number that appears on your AT&T bill against the one that appears within your phone's internal records. If there is the slightest discrepancy, keep complaining to AT&T customer service until you receive proper restitution. Don't let AT&T get away with ripping you off.

AT&T customers will be in store for a time-consuming nightmare when attempting to get a billing credit for an international text that they did not send, no matter how small the amount of the charge is. Consumers with AT&T service agreements need to make certain they have all the facts necessary to receive their refund even though the problem may have initiated with AT&T. AT&T account holders should diligently document all complaints, customer service derelictions, billing errors and service problems in the event they need to build a case against AT&T for breach of contract.

I waited another 15 minutes for my dad to show up and then was helped immediately once he got there. The employee helping me told me that my phone was in perfect condition, other than the shattered glass on the front, and suggested that I get my phone repaired before swapping it because the value I would get back would be much greater. In the condition it was in, I would have only gotten about $100 back and then had to pay another $150 for the 5S. He suggested a location that he said would fix it for about $100 and then I would be able to change out the phones without paying anything.

After driving to the place he suggested, I was told it would be almost $200 to repair the shattered screen. That would be more than the price I would pay if I just swapped the phones at the AT&T store. I was slightly frustrated but I went back to the store anyway. I just wanted to swap the phones and be done with the whole thing. That time, I was helped by a different employee. She explained that the guy helping me had told her the entire situation and apologized over and over for making me do all the extra driving. I knew it wasn't her fault so I just smiled and told her it was alright, I just wanted to swap the phones. She wound up giving me the full price for what my phone was worth (without a shattered screen) and threw in a Mini Jambox (worth $250) to sweeten the already sweet deal.

So basically, I traded in a shattered iPhone5 and I ended up paying $85 and walked out with a brand new iPhone5S and a new bluetooth speaker. To me, that is great customer service. Thank you AT&T.

Would really love to see this as an added feature to help assess if you're going over your plan's minutes or coming close to going over so you can decide as to whether to upgrade your plan or not. I couldn't find this info online and was looking for where some charges were made to account to explain why my balance was lower than I had expected. So I gave customer service a call and the women I spoke to located and explained the charges and when doing so, also checked to see if these were services I had intended to purchase. This is a phone that is under my name, but meant for and used by my teenage daughter who, thinking the services were free, used the services.

When I explained this to her, she offered to cancel the subscriptions and unexpectedly, refunded the cost of these unused subscriptions/service. She also explained to me how to put the purchase block on the account to keep this from reoccurring. I was very pleased and appreciated the service and attitude with which these were provided to me with and wanted to express this to the company. However, they only have links for complaints/disputes but nothing for recognizing those employees who provide exceptional customer service thus representing their company as I would imagine is the goal to keep and attract new customers to their service. Think this is too bad. Shouldn't always be about the bad and nothing about the good.

There needs to be some sort of recognition for those that provide the extra effort in providing customer support. I couldn't even find an email address for the company to provide them any feedback on this. Never have not been able to find a feedback email for company before. Weird. Anyhow, thank you for the help and information and have great day. :)

After spending an hour on the phone with billing and management they were incredulous that the sales rep had put anything in writing! I said I have it right in front of me and he said that if my bill looked different than what he wrote, they would make it right. ATT did not defend the sales guy's pitch at all, but eventually did take the $200 off the last bill. I'm still getting monthly bills for $25 more than I bargained for. That's not changing. The ATT billing rep just told me that I should take it up with the sales guy. Because I've got time to track him down. Frauds. It should be a great comfort to ATT to know that I don't think Verizon (I used to have service with them) is just as bad so they don't have to change anything.

As of today, I am still waiting for my credit and I received another bill for an additional $145.00 due July the 5th. I am confused about the charge and have had enough. I was told that I could wait another 60 days (AT&T's policy) for my refund but I could be turned over to a collection agency if I don't pay this. Is there anything I can do for this injustice?

For 3 days I called and talked to someone and back and forth, no one could tell me why my bill was $100 more than usual. Well I paid the $228 for the wireless and waited for the final revised bill. I was also told that someone from the "front office" would review my account and call me, which never happened. I got that bill for $157 due on April 18. On April 26, I received a letter from a collection agency saying that I owed 389 on this account. I sent them a copy of my final bill and explained that I did not owe them 389, that I had already been in dispute with the company itself.

On 6/16, I received a letter from the collection agency saying they talked to AT&T and they say I owe the 389. No explanation, just that's what I owe. They changed the amount of my plan without asking me because of what they wanted to do with their plans. They say they are saving me money when I dropped a line but it doesn't. They just figure out new ways to hide charges. Their service has gone downhill and my expenses seem to go up even though I lower my plans. And you can never get anyone who can tell you anything because each person can only see part of the bill. MASS CONFUSION seems to be their weapon.

How do you go about spending 3 weeks to unlock a phone, get 60 minutes of international calls, 50 international messages and a $500 plus phone, all for FREE, deal with AT&T and get plenty of brain damage and then wonder if it is actually worth it. First, need to request on their form to unlock (expected wait time 2-5 days), of course we were immediately denied since had existing contract on that phone for two more months. Secondly, spoke to management, and promised 2 day turn around for unlock plus free unlocked phone if needs be. Opted only for unlock and a day later no unlock, no free phone, no real contact (nothing stated), except they did back date the phone contract to mid May instead of mid August. This time they sent a Free phone unlocked. The next day new phone is locked, plus the major problem is this was a Phablet a phone about the size of tablet, which is not handy for travel vs Galaxy S3. Note this phone was unlocked within 2 hrs, but the original request was again denied.

By that time (a week later) my daughter was overseas, and communicated with wifi, although a few days later they did give us free messaging, and finally another few days later 60 free international calls. I cannot begin to tell you how much time, arguments, denials from AT& T, and a stack of paperwork just to get a phone unlocked for a period of 9 weeks. The AT&T forum customer service did intercede and within two days, and three weeks from my original request, I receive a unlock code from the forum, and two emails from the unlock group again denying my request. My advise, is that there are other carriers out there that are utilizing AT&T towers so the coverage is the same and at 1/2 the price. I know because I left one phone from the family plan and awaiting the rest of the phones once they are off of contract.

Scammed me into thinking with my upgrade the 4 phones were $285.00 which I paid, now I get my phone bill only to find the iPhones were $850 each financed over 26 months, what a rip-off. Two weeks into my billing cycle I am now getting text alerts on data over usage and additional charges of $15.00 per GB which I never had. I am seeking legal remedies for this abuse. Selling savings but in the end a rip-off.

When I looked up our cell phone account online, it had vanished. After years of checking our monthly bills online, the entire account was no longer there. The only account that appeared was the U-verse account, which has also been auto deducted from our bank. I spent a few hours on the phone with ATT customer service last Friday and they said they had no record of our May 15 payment of $206.64. After trying to find someone to fix ATT's error, someone at U-verse was able to find a record of our payment that was applied to our home phone and cell phones, and said we were current and there wasn't a problem.

Saturday morning, our cell phones were shut off. My husband and I both spent hours on Saturday trying to resolve this issue with customer service. Most agents were incompetent and tried to explain how we needed to fix this for ATT somehow. I explained that I do not work there and cannot go into their computers to find out what the problem is in their company. Monday morning, since 8 AM my husband has been on the phone with multiple ATT customer service agents who keep switching him from one person to the next without doing anything to fix the problem. He has been on the phone for 2 1/2 hours, missing work, as I did on Friday. He was just disconnected.

We are completely out of answers and have no idea how to resolve this problem that isn't even our fault. ATT has two departments who are not communicating with each other and the billing dept is not functioning properly. Meanwhile our phones are shut off and they have our money. There isn't a supervisor to speak to or anyone who seems to understand how to deal with this issue, even though I have found multiple people who have had this same thing happen when switching to u-verse. No one is helping us and it wasn't our error. In all total, we have spent 3 days and over 6 hours on the phone with ATT so far. And absolutely nothing has been resolved. The customer service is useless.

A request to AT&T to send another phone of equal or lesser value was refused. They did tell me I could pay the remaining balance on the phone ($244) and purchase another one. They also asked me if I wanted to upgrade my mother's flip phone. How does that help me? She is 80 and can operate a push button phone but never a smart phone. I am in the middle of a move alone, and desperately need a working phone. I am on disability and money is very limited.

I am thoroughly disgusted by their attitude of seemingly not caring about losing 3 customers (myself, sister, and mother) who all have wireless as well as Uverse. I just ordered Uverse for my new residence. Now I'm having second thoughts. I walked away from the AT&T store after telling the supervisor that I would never do business with them again. My sister told them when her contract was fulfilled, she also would be disconnecting from AT&T.

One final point, this all happened since late January 2014. I think it was reasonable to ask for a different cell phone rather than another Lumia 920 which is documented by Nokia to have unfixable bugs. I leave early in the morning driving a rental truck loaded with household goods, and without a working cell phone.

I complained to AT&T about this and was told they needed to send me a new modem/router as the one they had given me when I signed up 4 months earlier was obviously defective. The new modem solved the problem SOMEWHAT for about 3 weeks ("somewhat" basically equals she could hook back up to my router and get dial up speed connectivity and we were able to listen to one radio show with the connectivity only stopping every 10 minutes for a few minutes at a time instead of a near constant inability to connect for more than a few seconds at a time. The fact that this sort of crappy service is actually something I would consider an improvement ought to give you some idea of how atrocious things really are.

2 weeks ago, I called them again after damn near a week of not only my internet barely working but now my phone also not working most of the time (which was causing me very serious problems with my job as I am expected to be reachable by phone from 7am until 1pm and as they could never reach me, they were starting to call other people instead of me, thus causing me a lot of lost income). They told me they'd send a technician over. The technician looked at my equipment and said that everything was working but that the real problem was that their office was over 10,000 feet away from me and that AT&T was having major problems properly servicing people who did not have offices within 10,000 feet of their homes. That a huge number of customers south of the Ventura Freeway in my general area were having the exact same issues and there really was not anything that could be done unless AT&T built another office around here.

I asked him why they did not tell me that they might not be able to provide the service I was paying them for efficiently as I might be outside of the optimum service area and he said I would need to call them and ask them. So I am locked into a 1 year agreement with these thieves... The best part is when my bill arrived a week ago, AT&T tried to charge me over $100 for the defective modem of theirs that they had to replace (a charge I was never told about) and I had to call them to have that charge removed.

SUPPOSEDLY, they have still not - 2 months later - received their defective modem back from me (I used their box and their mailing label and dropped it off at a major US Post Office 3 days after I received the replacement). I wonder if next month's bill will include a charge for the technician - which would be another charge I would never have been told about. All in all: AT&T is a complete nightmare. Horrific service. The people one deals with on the phone are super nice and try to help as best as they can but AT&T themselves are obviously incapable of actually providing the service they are charging me for. Once my year is up, all I can say is: Never again.

Their company is holding on because people think they know what they are talking about but truly if you call, one person hang up and call back, you might get the same answer or you will get something totally different. I must say my experience, WORST phone company out there. I will be switching phone companies to a phone company that is on top of everything. And knows what they are talking about. When you are in a tight place, all they still want is your money. This phone company will drive you broke! By the time you are done with paying your other bills and trying to pay for your phone bill, you have nothing left. PLEASE people, don't waste your time!

12 days later we are informed by AT&T customer relations (who were initially unaware of this policy) told us that the AT&T fraud department does not handle customer payment fraud issues. That is the responsibility of customer service and the payment department. When we asked what the responsibility of the fraud department was, we did not receive any response. We were told several times by the AT&T relations department that their goal was to keep us as customers, but would not do anything to resolve the situation but try to reverse the illegal payment others previously told us could not be done.

In addition, we were strongly reminded that if we cancelled our contracts, we would be responsible for termination charges that total over $425 for my daughters account alone. As a result we have made the decision not to go forward with the new AT&T security system and will not consider switching to the AT&T-Dish Network when available. In addition when our AT&T contract commitment is satisfied in 17 months, we will look for a new provider.

No mention was made of any other services, bundles, or any other discount programs. Our bill for the next month jumped from $61.54 to $105.72, but this was due in part to installation charges and some other LD fees-not a big deal. The April bill was $81.45, which is about right for the increase due to added long distance services.

In May however, our bill was back up to $100.11. After scrutinizing closely, I saw that there was another order dated May 2nd for the same "All Distance" Service. However, I never made any changes to the account. When I called AT&T, they informed me that the original rate they had quoted was for "bundled services". They never made any mention of that when I placed the original order, and did not indicate that there would be any further changes in billing. They said simply that the person taking the order had "made a mistake", and that that the amount shown on the current bill was correct.

Not only did they fraudulently mis-represent the services being offered at the time of the original order, but they didn't even bother to notify me of the changes. I asked to speak to a supervisor, but as of now, I have been on the phone an 1 1/2, and nobody has picked up. At his point, it appears my only recourse is to file a complaint with the California Public Utilities Commission, but I somehow doubt it will get very far....Buyer beware!

I am truly shocked and floored by their unilateral denial of my request, as I have had only positive things to say about AT&T customer service in the past 4 years since joining this carrier. Today's outcome represents a new low for AT&T and their customer service, indicating they are going in the direction of Comcast, which is known for these types of shenanigans. I regularly receive text reminders from AT&T that a bill is due. It's a wonderful service (or was) and I regularly used it to pay my bill. An example of this text is "You can make a payment now using your bank account ending in **. To pay off your total balance of **, reply 1 and press send. To pay your past due of **, reply 2 and press send." Simple, right? I would enter 1 or 2 and hit send and thought it was taken care of.

Today I learned that the text payment system was failing to withdraw the funds from my checking account. But I did not receive a notice from AT&T indicating failure. AT&T's claim is that they send confirmations when a deduction is successfully made - my response is I have received a confirmation for these types of payments, therefore how would I know I was supposed to receive a confirmation? In total, I responded 3x in May to three different reminder texts, making the payment (so I thought) all 3 times. I sent the screenshots on to the Customer Service Director who reviewed them and still denied my request.

And during this entire process across all the representatives I spoke with, never did any of them volunteer to help resolve the technical malfunction. I can only assume then that AT&T is aware of this issue and is choosing to not resolve or fix it with their customer. I believe this is intentional. I am guessing this practice gives them another revenue stream of reconnection fees to gouge customers with during a time when AT&T needs as much cash as possible to complete their DirecTV acquisition. Just an educated guess.... In the past I would have stuck for AT&T as they always provided GREAT service. I am very sad that AT&T has sunk to new lows. Unilateral denial, regardless of evidence presented.

Today on the internet on my Yahoo account I got a letter from AT&T saying that if I don't come up with the monthly they will permanently cancel my AT&T account. Now I have already stated that I would pay all of it on the 13 of June which is 2 weeks away but that is not good enough for a large company like AT&T. My sister is with Sprint and when she is a little short some months Sprint will work with her up to two months and she has never had her phone cut off but AT&T has no consideration for anyone although they are as large as they are because of the people. They are smart acting and rude and act superior especially Stephanie from the Office of the President. Instead of helping she just shows her authority. This is what AT&T is about.

Since I switched to T-Mobile, AT&T disabled my account, so they cannot find it! It is ridiculous! I called their support a few times. They explained to me more than half-hour each time, they said you had to unlock it first, then switch! It is unbelievable. If you stick to AT&T, why do you need to unlock it? They don't want their customer to switch, that's real reason. I am tired of calling them again and decided to buy a new Google Nexus 5 for my son. I won't buy any AT&T service again.

The last time I did that, they put the blame on the company they use for email and billing (Yahoo.com). In fact, it is both companies. I am sick of getting billed and believe they are just going to turn my account over to another company for collection in the near future. Help! I'm 66 years old, disabled, and have a very low income and poor health. This is stressful; every month I am billed by AT&T account no. **.

I asked the agent if all other payment arrangements were canceled since I made the new ones, and she stated they were, and for me to log into the account or call on the 19th to make the payment. I figured since I explicitly asked if ALL other arrangements had been canceled that it also included those I had made online. I was sadly mistaken! On the 17th I check my email and I see where a payment had been made to AT&T - even though I thought it was canceled! I immediately open the chat back up and ask what happened. They agreed to reverse the payment; however, it would take 24-48 business hours. I explained it was not my fault! I had made other arrangements! With this being said, the money they took was supposed to have paid my electric bill so it would not get turned off that day.

My lights were disconnected on Saturday. I borrowed my neighbor's generator, and contacted AT&T enraged. Yes, I do realize that I should not have allowed my bills to become past due, but if you have ever had a difficult month or two, you understand. On Monday, I was able to get my lights back on, but not able to pay the arrangement that was set up with AT&T. I called the billing department to ask why this even happened, and to inform them I could not pay the arrangement. Well, of course you know that they could not find anything in their system where I had made the arrangement. They transferred me to Accounts Receivable, and they were able to see the arrangements I had made with them. I explained to them what happened, and they called me a liar!

They said that you cannot make any type of arrangements online, and then they started telling me how it was my fault for not stating "I made a payment arrangement online with a payment on file that is scheduled to come out on Saturday, and I need you to cancel it" on the day I made the new arrangements. To me, if I ask if ALL other arrangements made prior was canceled that it does include those scheduled online. I was then accused of logging in the account on the 17th and making the immediate payment - which I did not. I escalated the call to the supervisor. When I requested to speak to her supervisor, of course you know they were on vacation. She agreed to pull the call and listen to it.

Because I only asked if ALL other arrangements had been canceled, and did not SPECIFICALLY ask about the ones online, there was nothing they could or would do, and I needed to make the payment immediately. I filed a complaint with the BBB and the Federal Regulatory Commission. The next day, I received a call back from the same supervisor in Accounts Receivable willing to make arrangements with me because I filed the complaint, and it was clearly understood on my part for the agent to cancel ALL arrangements. I received another call from someone in the executive office who stated it was my fault for making a scheduled payment. I did request they adjust my bill, and they refused due to the fact I did not explicitly tell them to cancel the online scheduled payment. According to AT&T, they cannot see anything you do online when it comes to future dated payments, and I call **.

May 9 was agreed upon. Lots of discussion about how AT&T does business, not so much about how they will take care of customers. May 19 a fifth call gets me on the phone with "Mary from the Bakersfield office". Her explanation, in conjunction with more useless discussion about how AT&T does business, is that it will now be 45 days before a new check can be issued as it was sent to the wrong department in their company (remember the company that has such strict measures of doing business). Oh, and by the way she interrupts me and knows how to spell the street name of our Arizona address but mysteriously does not have it on record. This is the third time I have spelled and given it to these people.

My call is upgraded to a supervisor who, again, regales me with how the company does business. When I ask her to facilitate the communication with the billing and finance department, I am assured that this is impossibility as there is no crossover between customer service and finance????? Yet another lesson in how AT&T does business, I guess. Upshot is I can expect a refund on or about July 4th from an issue that began on or about January 15th. UMMM, you planning on doing business with these people? Think it through very carefully.

Resolved that issue with them finally but then got a bill for two months of wireless service - over seven hundred dollars because I'd "changed my plan to u-verse" (sic). No recourse at the time because there's nobody there to talk with and the credit bureau just loves these little credit hits on you and I couldn't actually get anyone to figure it out at AT&T because they were equally lost. BUT Not so lost that they didn't want to admit the double billing I paid up because I was truly trapped. I work on the road, have kids, need the comm lines but it was a proper duct job. This has since happened another two times (double billing) when I made slight changes to my plan. Trying to set up with Verizon. But I'd like my money back from these white collar crack dealers.

After each billing, asking why my bill had not decreased, I was told it was due to the transfer from one contract to the other and various other things. It just never really made any sense to me. I kept thinking that there must be some catch getting 10 G of data. I feel that it should should be explained to customers when they are making their purchase. What the effect will be on the monthly bill. Even when I asked it was not presented correctly. The original salesman seemed annoyed by my questions. He just wanted to push this through before I figured it out.

I feel that the new plan is deceptive. Your bill will not be the amount they say because you now purchase a phone instead of getting one for free as in the past. Shame on me for not doing my research and trusting AT&T. Shame on AT&T for misleading advertising, and not explaining how these changes were going to affect my bill. I was very pleased in the past but don't think I will go with AT&T after this.

Don't even get me started with having more than one service with AT&T. They don't know how to handle it and always give me the wrong information. They told me my bill is up to date but the next day they'll rob you and overdraft your account when think you have it figured out.

I have had an account with AT&T for over 14 years and NEVER EVER went to collections. I would cancel my account if it were not for the fact that I just started a new contract. For the record I do not dispute owing the money. My claim is never getting a bill. If their claims were correct I would have received 2 bills per month. One for the old bill, one for the new one. I only received 1 bill for the new one.

AT&T are a bunch oversea crooks. Don't trust them anymore. They are not your Mom and Pops. AT&T, they are run by ruthless corporate entities and most of their staff is overseas. Anyway here is my final quote to the rep - "you do know that other providers offer this service at the same price. In other words, they don't require you to push a button to stop from getting exuberant charges."

I went to another carrier that day and of course got ETF fees that were turned over to collections within 30 days, as soon as they realized my phone was with another company. But get this, they sent it to 2 different agencies. I waited until I was offered a settlement that was close to what I actually owed and paid it. After a fiasco with Comcast, I decide to try AT&T again out of desperation. They inform me I owe $400. The agency never told them I paid, plus I never owed that much to begin with. Then they have the nerve to ask if I wanted to set up a payment plan. Why would I pay twice?

She explained that Yahoo had suffered an outage and had not fully restored its service. She gave me an alternative web site to use until my usual one would work. I thanked her profusely and pointed out that someone could have told me this a long time before but didn't. She of course apologized for "any inconvenience this may have caused you," which is like a mantra to AT&T employees. They are eternally sorry but in most cases - this lady was the rare exception - do little or nothing to rectify anything.

Right after this, my internet went down, the U-verse "gateway" showing no lights except power. Given that my land-line is U-verse and thus internet-based, I was down to a cell phone only. So, I called the 800-288-2020 number that is listed everywhere for everything (even if you call another AT&T number you somehow discover, you wind up in the same place anyway, in my experience) to get help.

To shorten a long and sorry story - which need not be described in full because it is so similar in detail to what many here already have reported - I bounced around from this to that "representative" for quite awhile until someone at last said that addressing this would require a visit by a technician, that they could do nothing by remote control.

The technician was scheduled to come out between noon and 4:00 p.m. I changed my schedule, not only inconvenient but positively unhelpful to commercial activities I had lined up to do, so that I could be present. At 3:58, I called the trusty (pardon my sarcasm) 800 number and, amazingly and for the first time, got through to someone almost immediately. She seemed to have gone to the prison guard school of public relations, because she was very curt and unfriendly as she told me that I had been pleased to receive two automated calls about this technician visit within the last half-hour. I told her that her system may have made such calls, but I did not receive them, which is quite a different thing. The upshot was that the technician was "delayed" and might not arrive for another hour.

He showed up exactly one hour and fifty minutes late, at 5:50 p.m. As always has been the case whenever technicians have showed up, this tech was polite, friendly, and unaffectedly open and communicative. The on-site techs are the one bright spot in an otherwise dismal and rank AT&T cosmology. He worked diligently, finally getting the system back up after having gone to a box down the street and discovering a corroded connection that seemed to be the culprit. To borrow from "Lord of the Rings," praise him with great praise. It is because of this technician that I am able to give a one-star rather than a zilch-star rating here.

I have reported two recent incidents. I could recount other episodes of attempted problem-solving that always, without exception, have involved most or all of these: delays, broken connections, obfuscation, apparent ignorance, poor or no training, linguistic tragedy, inattentiveness, misdirection, misrepresentations, cavalier and/or unfriendly attitudes, useless verbal hand-wringing, and effort on my part tantamount to removing impacted wisdom teeth to bring about any sort of decent resolution.

How could such a once-storied organization as AT&T used to be have fallen so low? Among many other things, they clearly have forgotten that it is much cheaper to retain customers than to get new ones. Eventually, after they have offended not just hundreds of thousands but millions, they will discover that their sorry approach has reaped short-term gain and long-term failure.

I've always been pleasantly happy with customer service with AT&T before I was switched to U-verse. The representative was very excited to tell me about the U-verse internet deal and bundle I could get. I am always happy to hear good deals and to hear someone on the other is not a foreign call center (I will get to this later). Of course Sales have to be quick and convincing. I asked if my phone service and feature would stay the same. He responded with... everything stays uninterrupted, except now I have unlimited calls all over USA/Canada, voice mail greeting, messages and saved messages/faxes. I just have to wait for my self-installation kit to arrive and follow instruction on when to install it (date wise).

Installed as instructed on April 14, 2014 after 8pm Pacific Time. It didn't work. Called customer service, except it seems that I am now reaching the Philippines (I know this because I am Filipino myself and they were speaking Tagalog and forgot to mute me). The person on the other end was not very helpful with troubleshooting and seems frustrated. He mentioned it was a problem on their end and would need a tech to check on my area for problems. He would then schedule me for a technician to come to my house the following day (Tuesday April 15th, 2014 between 8am-12pm).

I asked if I needed to be present or if it is just an outside problem. The rep clearly said that I need to be home because they may need to come inside to troubleshoot my connections. Okay... I stayed home pending with the technician. No one showed up. No one called to tell me they were outside on both my cellphone or home phone. I was now very upset because I felt that I was lied to and my time was not valued. I call customer service and again it was a call center from Philippines. The agent was very confused with her dates/time because Philippines is 1 day ahead of us USA dwellers. She insisted that someone came but could not get in. I then asked why was I not contacted if that as the case? I have my home office window facing in front of the house/street and even my delivery guys are not missed.

By that time, I asked for the manager, but that's not without being told that the manager is not available and I need to be called back. After 30 plus minutes of "hold and hold please", I was able to speak to a manager who said that they had an issue with loading the right information and it was their fault. But I was never given the right answer to why the technician never showed up. He credited me $50 for the inconvenience. And was going to send out a technician first thing tomorrow, Wednesday April 16, 2014 "first ticket out at 8am priority".

Wednesday April 16, 2014 9am or so, I called customer service, asking if the technician was on its way since I was supposed to be first ticket priority. I was now told that I'm scheduled for 12pm-4pm and that there was no trace of 8am first priority since they cannot secure a priority order and you only have 2 choices of 8am-12pm or 12pm-4pm time slot. Appalled! The technician came at 4:20pm and was tinkering with my phone line in my home, garage and outside. He was able to get my internet working. At this point I was just glad to have my internet working, not knowing that I would be dealing with a nightmare on my phone service side.

Thursday I tested my phone and I seems that I was not able to check my voice mail via internet um.att.com I was no longer able to sign on AT&T Unified Messaging (unified messaging allowed me to receive/read faxes without having to physically plug a fax machine straight to the inbox as well as listen to voice messages) a feature that was absolutely important to me. I hesitantly have to call customer service and once again, trouble with communication and a few disconnection upon placing me on hold. I went through 3 customer rep, 2 disconnected me because I was asking them what happened to my phone feature since I was told nothing would changed as far as my current setup and settings from the sales guys I originally spoke with.

After speaking to the 3rd agent, I was upset. They had no idea what I was talking about as far as my phone line that I've been happy with for many years. She even did a remote control on my computer to see if we are both looking at the same screen. She just said, "Your screen is not the same as mine, but your voice mail is active, it's working." She called and left a message to test my home voice mail, and I was explaining to her that after learning that I am now switched to U-verse I was supposed to create a new voice mail greeting and that all of my messages/faxes were deleted. I'm trying to tell her that the vmail greeting she's hearing is still my old greeting and I'm confused why it's still there since she just told me I should have made a new greeting for U-verse and my old vmail would completely be erased.

I insisted to speak to the manager, which I was on the phone with for almost 1 1/2. He informed me that my phone is now with U-verse and my old service was analog (Unified messaging). I told him that all I ever wanted in the first place was to get an internet service, but I was not fully informed that I was being switched to U-verse phone or if there were significant changes in features that would affect simple procedures such as voice mail info being wiped out etc... He walked me through a U-verse how to online, set me up and after testing my home phone and trying to find out why when calling my home phone my old greeting was still working. I told him, I'm also confused but isn't that okay that I don't have to redo my greetings and all of my saved vmail messages are still there? He said it should not, because after I was switched to U-verse phone, my service with the analog (greetings, voic email, faces) should be wiped out and I should have created a new greeting.

So frustrated! He was telling me that it is a problem with my connections and he doesn't know why my previous voice mail is still picking up. And he was going to send out a technician day 5! I needed a break. I called the technician that came to my home, explained to him what was going on, and he said, "There is nothing that a technician can do with voice mail problems. We are not trained for that. It should be technical support and sadly I'm sorry to say, but by sending a technician it's just a way to get rid of you". He said maybe it hadn't fully switched to U-verse yet, wait a few days.

A few days passed and I decided to play around with the features Monday April 22, 2014. The voicemail feature *98 to check your voicemail directly from your home phone still doesn't work. Anonymous call rejection feature, when calling with a private number there's a prompt that says, "You're calling from a blocked number" and disconnects. My problem with that is, previously when I'd test and call from a private number, the greeting gave you an option to unblock your number by calling again and using *82. That option is now no longer available on U-verse? Insane! I've got family members/businesses calling with private numbers and they have no way around by contacting me. Just a dead end? That was my most favorite option with my AT&T Unified messaging - being able to block anonymous calls but gave them the option to get through by revealing their number.

I called customer service, and they were not able to answer me as to what happened to that feature? I was told to hold for a manager. Then a call back in 15 minutes 2 hours ago, never happened. Same customer service that served no help and was very untrained. Again, we need knowledgeable customer service reps in America! Appalling! I will make sure this type of abuse is not left unheard. I will be canceling my service and will make public of this abusive practice with no respect and consideration from their loyal customers.

This is supposed to be a feature that protects people from REAL thieves but it is actually allowing someone to steal from me and AT&T just shrugs and says oh, well?!?!?! So, not only did they used to benefit financially from stolen phones (check for the lawsuit), they now make it legal for the morally inept to steal your phone. That is what I call customer care. I have been an AT&T customer for almost 10 years. After this, I will never use AT&T again unless they do the right thing.

At this very moment I am waiting on a tech to come and fix my U-verse service and I just got off a call with a manager about my wireless service. Nothing is working properly and I am out of at least $400.00 per month; I am not very happy with AT&T's customer service on this end. I've never experienced such bad customer service from such a major player. Thinking about canceling EVERYTHING and spreading the word! I too HATE AT&T! Remember, humbled business is smart business. Who runs this company anyway? Take control now or pay later. That's all!

When I contacted AT&T to replace with a totally new phone they sent me their "GO" phone, prepaid phone. I sent it back and went to warranty again. Within 20 mins they had ordered me a Moto X phone which was on back order. I was ok with all of this... until tonight when I check on the order to find it was Cancelled. I have been dealing with this HORRIBLE service for 4+ weeks now. Every time I get off the phone with them they ask if I would recommend them to family and friends.... the answer is absolutely not! They have tried to give me free things, discounts and even a credit.... None of which I look for or wanted. I simply want a phone that works and fulfills my needs til my contract is up and I can change to a better provider.

Then I got my bill - $ 396.36!! This was a shock! So I called the customer care center and was informed that I was charged the full rate for the installment plan, and there was nothing that could be done because I should have known. The Manager I was connected to explained to me that the representatives in store are there to make the sale and make a commission, and that they do not understand the billing process. So they can say whatever they want to make a sale, and not be held accountable! I have been with AT&T for 17 years - and I have NEVER had service this horrible. I don't know what has changed within the company to allow customer dissatisfaction, but I recommend you take your business elsewhere!

PROBLEM 1. I had 3 Lines on 4 GB plan. Added New Line ** on March 7, 2014 and was TOLD (LIED) ALL 4 Lines would be Combined into a NEW 10GB share data plan.

Does That Make Sense That I would have 2 separate Plans? Can you explain this?

My Account is Now Under UNIFIED BILLING? WHY? I Did not request this whatsoever. Your Reps Are Asking me my UVERSE account.. I DO NOT HAVE A UVERSE SERVICE. WHY WHY AM I on Unified BILLING???

There is NO Care or Attention to Customers Accounts. You are not the Only Carrier in the US. I am shopping NOW for a NEW Carrier. My last issue ALL YOU (ATT ) Could do was to credit me $16 for Shipping fee. I assure you it will take a lot more than that for me to stay and keep your service.

I threaten to cancel my service and the first thing out of AT&T's mouth is a $440 termination fee. I have been a customer of AT&T since the early 1990's - 20 years! The first comment is termination fee. They will not waive the termination fee even though the only reason I want to leave is their inability to provide service. I have moved the phone service to another carrier (sadly they still use AT&T towers) but I do not wish to change out 4 phones at this moment. I also contacted the FCC. AT&T has no clue when it comes to their customer service. Good riddance.

On Monday, March 31, I visited the site and noticed that we had to accept the new phone. I accepted the phone via the site. On Tuesday, April 1, I visited the site to check on the tracking. At that time, I questioned the "Iphone sim card" with the Blackberry Z10 Phone. The AT&T representative explained that AT&T used sim cards for their phones. The phone was delivered on April 3. We encountered problems with activation. Evidently, they cancelled my son's line and added the additional phone. I informed them that would not do especially since my son was the account holder. Several hours later, thinking all is well, I checked the account at 11:15 pm, April 3, and see that AT&T added $500 for the Blackberry. This was not agreed upon.

This is not the first time I had to go through this. First time was just to get my fax line working properly, and then trying to get the billing resolved. Which caused my land line to get disconnected because they were billing through U-verse and land line separately. Being transferred to a ton of different reps, nearly 2 weeks wasted on resolving the issue, here I am again. Line still down.

Announced that they are going to spend a ton of money to further screw their customers with overpriced 4G and DSL connections, and they use their tons of profits to send lawyers against any city, town or small company from selling service that is hundreds of times faster for a fraction of the cost. Stifling innovation at every turn, terrible customer service. Truly a greedy company that doesn't deserve all of this wealth and power. They are a TELECOM company. Why does a telecom company need to make 30 BILLION dollars in PROFIT while taking small companies to court because their customers, who have paid for the internet service, want to use that website or service??

After extending to me my first monthly bill will be free because he said he was able to find another date other than 2 weeks later than they wanted to give me, and so he put me on hold and after he returned, he offered me a date of installation 3 days earlier than my initial time and so they gave me January 24 2014, I accepted. I inquired about monthly bill and they couldn't tell me my exact bill amount because of taxes which was a bit suspicious.

On February 26 2014 I saw a bill for $131.44. I immediately called them to tell them there is a mistake and that my first bill should be noted on my account as free,. The first customer service rep said that she would take a look into this matter and call me back after about a week. I decided to send an email; no answer. I then sent another email because I wanted a paper trail but again no answer and so I called AT&T U-verse customer service rep again March 10th 2014 and I was told that they paid $50.83 already for the first monthly bill.

I was confused with this explanation and argued with customer service rep, how can there be a first monthly bill if I started January 24, 2014 and my first month finish February 24th, 2014 and this is suppose to be my first bill. She said to go online and I saw January 24, 2014 - January 24, 2014, $50.83 and I asked how can that be applied to a one day bill instead of the promised first monthly bill. The explanation is that the bills are printed on January 25, 2014, the day after my initial service and so there was a previous bill which is considered my first bill even though it clearly reflects one day not a month. I said I'm not paying because they promised me a month not one day bill.

As far as I see from these ongoing complaints of deception from AT&T, it seems as though it is the norm and they are hoodwinking the customers and should not be allowed to use this kind of tactics and technicality that they are privy to and lie to the unsuspecting customer who is not privy to their system in order to get their business. I feel that the one day bill does not justify my first monthly bill that was promised to get me not to cancel my order because of a clever technicality by the supervisor and I am not paying until it is honored and that they adjust my bill to reflect first monthly bill January 24th, 2014 - February 24, 2014 of the $131.44. Again I have refused to pay the $131.44 because I realize that the supervisor tricked me knowing that they would be printing the bill the next day and for that purpose he was to lie to me without my knowledge and so get my business and not honor it.

I have complained to BBB but in the meantime they are not answering my emails nor are they trying to correct their fraudulent practice and honor their first month bill and not first day bill and I tried to find out if my charges per day is $50.83 and they cannot even come up with a good explanation and so my question is my bill is higher than my previous company and why would I care to do business with such a deceptive company with much less channels. From the complaints I've seen, I'm bracing for a long fight but I do not intend to pay and I intend to go to any extreme to put them out of business, Help Me Howard, TV, etc, etc, and they should not be allowed to continue these deceptions on innocent customers. This would eventually mess up my pristine Credit score but it is the principle of their argument against what I was told and they should never be allowed to continue to do this to any paying customer because they lied on a false technicality and would not honor their word.

Apparently Red Pocket uses AT&T towers, so they were in the clear. Well, then the nightmare ensued about trying to retain my number on my phone because I couldn't use T-Mobile’s service while my phone was relocked, and I landed up having to buy a whole new phone. I sent AT&T a new request to unlock the phone, but they conveniently said "no" since I was no longer an AT&T customer. This process took a whole week to unravel. What a gigantic painful experience. I will never go to AT&T again - with their backdoor sneaky policies that affect customers who are no longer under a contract with them. So beware. Just because AT&T says they unlock your phone doesn't mean they actually do...

When I returned the next day, they made our plan MORE expensive so that the $299 was more expensive. They had promised that our cell phone plan would decrease, but it INCREASED by 15$. What really upsets me is the MISLEADING SIGNS and OUTRIGHT LIES by employees. I guess we have 26 months and then we are out of there with our entire family. I don't mind that they are changing plans, but at least be honest. And we get terrible reception. I regret not changing companies.

I get my most recent bill for my home Internet & DirecTV (they are bundled on the same bill with a $5/mo "bundling" discount). I see the promotional rate ($34.95/mo) has expired for my Internet service and it is now $51/mo. So, I called to see if I could extend the promotional rate on my home Internet service. The AT&T rep, when I called, stated they could not extend my promo rate but that I could enter into a new promotion for Internet service by adding a home telephone. By adding home telephone service, I would pay only $39.99/mo for one (1) year and then both, together, would go up to $51/mo total. Since I don't even own a home telephone, and haven't for over seven (7) years, I made the addition of the home telephone solely for the discount it would create on my monthly bill (ultimately, I would be saving $11/mo, or $132/yr by adding a home phone, the rep told me).

I get my first bill 3 days later with my Internet and new home phone (my DirecTV bundling discount was not included on my new bill for some reason). The new bill is for $27 higher than I was quoted. I call AT&T billing and ask why my new bill is $27/mo higher than I was quoted. The rep says I "must have misunderstood" what the earlier salesperson told me about the package I was signing up for. When I tell her I wrote it all down when I agreed to it a few days before, and proceeded to read to her from my notes, she stated that they "don't have an Internet and home telephone package for $39.99/mo." The price I was billed ($66.81) is the price it will be. (Thus, no savings as promised but an increase in my monthly bill for home telephone service I don't need, nor wanted considering we use our cell phones).

I also ask why my DirecTV charges and bundling discount do not appear on my new bill and she tells me that I need to "call back in two months and give them my DirecTV account number and they can add my bundling discount back onto my account." When I tell her I can give her my DirecTV account number right then, she replies that "two full billing cycles have to go through" before they can add back my discount on my account (thus, I lose $10 in discounts for the next 2 months for their mistake). I further ask why, since I've been bundled with DirecTV since the beginning (and have been receiving the $5/mo "bundling" discount), did they change it now? She replies that a "new account" was created by the earlier rep when I agreed to add the new home phone service to save money on my bill (the new account creation all without my knowledge or authorization as I figured they would just add the new home phone to my already existing Internet & DirecTV "bundled" account. That and the whole reason I called in the first place was to SAVE money on my bill and by losing my $5/mo bundling discount, I am LOSING money).

I tell the rep to go ahead and cancel the recently-added home telephone service since it isn't going to save me a dime but cost me $27/mo more. She complies and then tells me, "for my trouble" she can give me my Internet service for a new 6-month promotional rate of $24/mo plus tax. After 6 months, it goes back up to the full price of $51/mo as before. Considering this newly quoted rate is $11/mo cheaper than my original promotional rate which just expired, I accept her offer after confirming it is the same 6 Mbps package I have had since the beginning. All is seemingly good for a few days other than the fact that my bundling discount is lost for the next two months yet I was now in a better promotional package ($24/mo) than I had been with my original promotional package ($34.95/mo) for Internet service. I accept it and move on.

On Saturday night, two days following my last call to AT&T, the Internet goes out in our house at exactly 10pm while my wife and son are watching Netflix. I check the router and there is an error light on. I unplug the router, wait 30 seconds, and plug it back in - no error light and everything appears to be working. Yet, we are still not getting an Internet signal through our WiFi system. I decide to call Tech Support the next morning as it is late.

Sunday morning, I call AT&T Tech Support about my non-working Internet. The rep looks up my account and asks, "Have you recently changed your service?", to which I respond with the actions of the past week to date. She states that because of the changes in my accounts (it turns out I was now on my third account in a week as when I cancelled the home phone service, that rep cancelled that account and created a third account for the $24/mo Internet alone), I needed to finish the installation of my new Internet by registering through the AT&T website. That would fix my Internet problem, she said. So, she proceeds to walk me through the process and we get done in 10 minutes or so.

As I am testing the Internet by going to various websites, I notice the speed is much slower than I have had since the beginning of my account back in July. I ask her to check and verify if my speed is set right on her end. She checks and says, "Yes, you are receiving just under 1.5Mbps/download." I tell her, "No, that isn't right. I have the 'Elite' package at 6Mbps/download" and she says I do not have that package but, instead, have the 'Economy' package @1.5Mbps/download (which was only averaging about .41Mbps/ download after multiple speed tests over many days). It is right then I realize why my new promotional rate of $24/mo is so cheap - because it was a cheaper package I was getting even though the rep that gave me the cheaper price confirmed, when I asked her, that my package would not change. In essence, I would still have the "Elite" package at the new promotional rate of $24/mo, she told me.

I ask the current rep to change my package back to the "Elite 6Mbps" package that I've always had and that I did not authorize, nor knew of, the change to the "Economy 1.5Mbps" package and I would never have made the change had I known in advance as we need the fastest package offered in our neighborhood (which is the 6MBps package). She says, because she is Tech Support, I would have to wait until Monday (the next day) and talk to Customer Service to change my plan back to what I had been paying for for the past 6 months. With nothing else to do, I hang up.

Monday: I call AT&T Customer Service and tell the rep of my plight and of all the changes made to my, now varying, accounts. I request that my old "Elite" package is reinstated. She confirms she has put in the "upgrade" order back to the "Elite 6Mbps" package and says it will go into effect the next day - Tuesday. I then ask her about the bills I have received, by this time, three (3) bills - the original for $130 (with my bundled "Elite 6Mbps" Internet & DirecTV); the second for $66.81 (for Internet & new home phone service - soon cancelled); and now a third bill which was an exact replica of the first bill but stating I am now PAST DUE even though I was still a week away from the first bill being due. The third bill states it is my "Final Bill" for my original account number.

The rep tells me to "ignore" all three bills as I will get a "Final Bill" for the two accounts that they both represent (now closed). I tell her that the third bill IS my final bill and she says, "No, it isn't." I tell her that it says, "Final Bill" right on it and she says, "Okay. It might say 'Final Bill' but you are going to get a 'third' final bill for the original account which is called the Adjusted Final Bill." Incredulously, I ask, "Does this mean that I will also get a final bill, and adjusted final bill, for the second closed account ($66.81) also? " She replies, "Yes!" Then she says, "Since you now have a third account (my current account at that moment), you will also see a first bill for that service plus a revised bill since we are upgrading you back to your original Internet package." (In essence, I will have 8 total bills to sort through for this fiasco of epic proportions, not including a separate DirecTV bill which is now billed separately since they cancelled my bundling discount by creating a new account for the home phone addition!)

I come home from work on Tuesday and test the Internet speed to see if it is back to normal (the 6Mbps/download speed I have had for the past 6 months) as promised. It is still slower than a snail. I call back to AT&T and ask the rep (different rep every time I call, btw) why my Internet speed is not back to where I requested it to be and that I was told it would be? The rep replies, "We have until 8pm to make the upgrade." (it was 4pm at the time) So, I confirmed it would be adjusted by 8pm and the rep stated, "Yes." We went out to run some errands and returned after 8pm. I tested the speed again and it was exactly the same. Since it was after business hours, I had to wait until the next day to call back.

Wednesday: I again call back to AT&T. I told the new rep, a man for the first time, my story and he promised me that, within 24 hours from then, my "Elite 6Mbps" service would be restored. He even went on to say that he could see the original upgrade order in the system for which I had placed two days before (Monday) and yet, he could not tell me why the order had not been completed yet (on Tuesday or Wednesday as previous reps had promised). He again assured me that, within 24 hours, I would be happily up and running at the higher Internet speed.

Thursday: I come home from work and again test my Internet speed. More of the same with no improvement. I am beyond frustrated at this point due to the whole fiasco and due to the fact that my wife is unable to work on her master's degree homework with the current speeds being too low to support video viewing and other necessary academic needs. I call AT&T once again and tell the latest rep the story. This time, I get a female American in Utah (all the earlier reps were in the Philippines). This rep was very nice and listened intently to my frustrations. She told me that what happened to me (by way of the home phone price lie, to the change in Internet package without my authorization, the multiple accounts, and everything in between) is "not unusual for AT&T customers. Unfortunately, it happens more and more often." WOW!

So, she looks up my current account and sees the order to upgrade and yet she proceeds to tell me that the order to upgrade is done all wrong and that is the reason why it hasn't occurred yet. I plead with her to expedite this change if she can and she tells me she is going to personally call Customer Care for me, explain the entire situation, and then call me back to connect me with them as they can do more for me, in a quicker manner, than she can. So I hang up hoping she will, in fact, call me back in 10-20 minutes as she said she would.

She calls back in the allotted time and I am starting to feel better about rectifying this weeks-long situation. All I want is my original Internet package back and I don't care if I pay full price! She tells me she has "Ramon from Customer Care" on the other line and that she has told him of all my problems. She says, somewhat solemnly, that he will explain to me "what he can, and cannot, do" for me. I didn't like the sound of that. Nevertheless, I am transferred to "Ramon."

Long story short, Ramon proceeds to tell me that "since I was previously 'grandfathered into' my previous 'Elite 6Mbps' Internet package" (which I did not know) and I "changed my account to add new home phone service," I no longer have access to the "Elite" package in my neighborhood as "AT&T doesn't offer it any longer!" (Even though many of my neighbors have the same exact package!) I couldn't believe it! I was so angry at this point and I told Ramon so (still as respectfully as I could). I told him I never authorized any changes to my Internet package and that I was only adding a home telephone to LOWER my bill as that is what the AT&T rep had told me which, later, turned out to be a lie about the price for the package.

He apologized profusely but said there was nothing he could do about it. I asked him to transfer me to his supervisor to see if I could get someone to authorize my original package back. He stated that "nobody" would be able to authorize a package that is not offered in my area anymore. I was so angry that I told him to immediately cancel the sadly-lacking 1.5Mbps package that they forced us to take. I would go without Internet before I would pay AT&T another dime. I was also considering canceling my four (4) cell phones which were on my cellular account with AT&T for the past two decades.

NOTE: This all would not have been such a big deal if there were other Internet service providers in my neighborhood that I could sign up with, but there just isn't. AT&T, at 6Mbps, is the best we can get at our house for now (we had a 15Mbps/download connection at our previous home for over 7 years). Considering we were only getting, on average, .41Mbps download speeds from the new 1.5Mbps account they switched me to without my knowledge nor authorization, and considering the speeds we now experienced with this .41Mbps (average) weren't enough for my wife to do her graduate work, watch Netflix, or much of anything else, it made zero sense to continue to pay for a substandard service from a company who didn't give a hoot about customer satisfaction! I wasn't asking for something new - I was only asking for the same package I had already had since I started with home Internet through AT&T and for which they surreptitiously changed without my permission or knowledge in the first place! I was extremely angry and frustrated at this point.

So, my wife comes home from work and we both take our dog out for his nightly walk. I am telling her about all that had happened with the Internet situation that afternoon and she isn't happy either. Along the way, an idea came to me that I should go online when we got back home and look on the AT&T website to see what was offered by way of DSL in my neighborhood as that is how I ordered my original 6Mbps service last July. Since I was told that my "Elite 6Mbps" package was no longer available, but only the 1.5Mbps package, I wanted to verify this information.

We get home from our walk and I go online immediately. Guess what? The AT&T website still shows the "Elite 6Mbps" package available for my address. So I went ahead and reordered it right there online placing the order in my wife's name just in case AT&T had some internal reason for not wanting to change it back when I requested it. After I placed the order, I received a confirmation e-mail of my (er, my wife's) order along with an installation date - Wednesday, 26 March.

I fully expected a subsequent e-mail or telephone call from somebody at AT&T telling me that they did, in fact, no longer have the Elite package I had reordered and that it appeared on their website by mistake but nobody ever called and, this past Wednesday morning, the AT&T technician was at my home wiring my Elite 6Mbps package back up! Everything was back to normal after two weeks of lies, manipulations and unauthorized changes to my account. Now, with my Elite service restored, I have a 4th account and a new bill for that (I am up to 11 bills for this mess)... But I have my Internet back and I got it for the original promotional rate of $34.95/mo for 6 months, then $51/mo after. If you think I'm going to try to get a better deal when this promotional rate ends, think again!

The final answer from a manager is that they will provide one for $50. In what universe should I have to give a company $50 more for a service for which I am already being charged and not receiving. Yes, AT&T should have invested in more towers, but since they chose not to do so they should try to help customers who have NO service. I guess loyalty does not pay, and unless they solve this issue and give me a FREE solution, I am going to Verizon when the contract expires in November. By the way I posted this comment on AT&T page twice and they have removed it.

Then he made a phone call to somebody and pass the phone to me. It was a Lady from AT&T. She asked why didn't I want the services and I explained that the sales person lied to me and that I was not getting the services she said I would be getting and that I want to cancel the whole thing. At this time, she instructed me on how to return the equipment to UPS. She gave me the cancellation number ** and I asked the Lady if I was going to charged for anything and she said "no". So, I took all of the equipment to the UPS store on that same day. I never use the service not even for one minute. Everything took place on Feb. 11/2014.

Towards the end of February, I received a bill from AT&T U-verse for $58.61. Called customer service and I was told to disregard that bill and that I would be getting another one in March and it would be reading $0.00. Another lie. Today, March 22/2014 another bill came from AT&T U-verse for $58.61 but this time they are threatening me that if the bill is not paid by the due date, it may become necessary to send my account for further collection activity. I am retired, I live on a fixed income, and I have Heart Problems. I do not owe these people one cent. Please help.

The problems quickly began when the set up for my TVs was ordered incorrect. I had been promised 4 receivers and only 3 had been placed on my order. I cancelled the service that day but a rep talked me back into letting them come out the next day with the order all corrected. Everything was installed and going then the first bill came out. The amount was close to $400. I called and it was transfer after transfer until finally I got the bill corrected. The process took over 3 hours total between transfers and calling back because no one ever called me back that told me they would. I am always told your bill going forward is fixed. Next month bill is ridiculously high once again close to $200.

I called and got it corrected however its a band-aid once again. Rep took $70 off bill to pacify me but again I know this is not a permanent solution for my contract term. This time I decided to get ahead of my billing and talk to a supervisor only. Very difficult to accomplish as they dodge at every prompt you ask for a supervisor but I was direct and expressed I have done this too many times in the past month to know not just any rep. can help me. Finally, supervisor reviews my file and notes and apologizes and assures me she can help but after 30 min or so she realizes she cannot because she cannot offer any discounts that deep to stabilize my bill at the offer I was given. BTW, everyone at AT&T can see notes to my account since sign up and realize that my total promised is $116 plus taxes for both TV and internet plus anything done to my account after. She told me she will have to pass me to a higher department to discount this back to my offer and get me all taken care of permanently.

At this point I am passed to Emmanual, a specialists rep in El Paso. He quickly introduces himself and tells me no offer exists that I was given. He cannot get my account corrected or offer me what was originally offered. He only has two options, first is to give me a credit of $264 to offset the difference between what I was promised at $116 per month and what he can reduce my monthly bill to which is lowest $138 per month. This credit will be placed on my account and he advised me to pay no more than my $116 per month every month until my credit was all used up. Sounds shady to me because I believe they will not keep my services on if I under pay monthly.

How do I advise them to use my credit if I pay by online payment? I would have to call in monthly to get a rep on phone and that does not sound appealing knowing what I know. The second option was to cancel my services with AT&T and be free of this mess he advised. I couldn't believe it, a large company like this suggesting to be free of their mess, their company! He expressed he deals with lots of cases like mine and these are the only solutions he can offer in his 18 years of working there. When an employee reveals this to a client about his own company, this can't be good ever.

I am very frustrated. There is no care for my issue on their behalf to even try to correct effectively what happened such as honoring my pricing for starters and repairing my billing for future bills. I cannot understand how a company as large as this can make promises and not deliver and put the burden on the customer. I had to take a half day off work for both installation dates and I would have to do the same to have another service company come back to install their services. Is there anyway I can hold them accountable for what they promised in the first place? Is there in regulatory compliance I can file complaint to get assistance on my issue? I am willing to be the squeaky wheel, I just need direction to make it effective as possible. I have a strong feeling I am not alone in agreeing AT&T has horrible customer service but their sales team needs to be reflected as unethical in breaching contract dollar agreements.

If you are wealthy and never have a rough month financially well then you are an ideal customer for corporate giant AT&T. I spent 1 hour Monday morning trying to rectify my obvious tragic mistake of paying $50 on Sunday versus Friday and was told by 3 separate people claiming to be customer assistant specialist that since the account had been interrupted there simply wasn't anything that could be done. We are talking about a computer system that's run by humans. But I'm being told by humans that they cannot override the computer!!! What is the world coming to when we are subjected to reasoning with a computer?? I believe the reps for AT&T could have helped me. I believe they aren't trained to help the financially challenged. As soon as my contract is up, I'm switching because god forbid I renege my contract. My fees quite surely will amount to a small fortune which should allow me to become a part owner!

So I agreed to get a new cell phone. I had the phone about a month, and the phone started giving me problems, dropped calls, etc. after a number of calls to ATT, for cell phone problems and promises that each cell phone that I received the problem would be solved, needless to say it was never resolved, and my first cell phone was over one hundred and sixty dollars, what happen to the thirty dollars that the cell phone bill was support to be. When I questioned the representative about the bill, they acted like they did not know anything about it. And everytime I called I would get a different answer. To make a long story short, even after I cancelled my plan, and made arrangements to pay my bill, I was still being charged for services that I did not have anymore. After all of the things that happen, I finally switched over to another provider. And I am really happy.

When the Uverse package was disconnected the phone still did not work. I went back to the store - that's THREE STORE VISITS for anyone counting - and was told I failed to take some kind of CYA quiz that said YES, I am me and please turn the phone back on. So, now I am waiting for AT LEAST FORTY-EIGHT (48) hours for the phone to be turned on. By the way, this a wired phone that has been in service for almost FIFTY (50) years. The service with AT&T is TERRIBLE and they DO NOT CARE. The Customer Service is on another continent with people reading from scripts. AT&T is ripe to be taken down like Sears and Kmart....and for many of the same reasons.

I immediately called AT&T to advise them of this and they confirmed that my number was being published and listed even though I was being charged for the Unpublished/Unlisted service. I was advised by AT&T that I should change my number again and they would definitely show it as Unpublished/Unlisted. They could not give me any reason why it was not done the first time correctly. So after calling those that need to know my number such as doctors, lawyers parents etc. for a second time, I was given a new number in November of 2012.

After about 2 months I called 411 assistance just to check and was told my number was Unlisted. That was good. But then....in February of this year, 2014, I found out through a friend that had lost my number that he was able to obtain it though 411 directory assistance. Just out of curiosity I checked the phone directory and saw that my Name and phone number were also published there. I checked on the internet, and sure enough, there was my name and number along with address and directions to my house showing up under the White Pages and 411 Directory. Both of which are published by AT&T.

Again, I called AT&T Office of the President (pretty much a front for cheap customer service) and told them what was going on. I was given a bunch of lip service and was told I was partially to blame, but was never given a reason why. I was shuffled through several Customer Service Reps including a Kim ** and was given the same old apology and song and dance but no reason why this happened. To this date I have had approximately 10 conversations with various individuals within AT&T, or representing AT&T with still no resolution other than to change my phone number once again.

It seems that AT&T's operation or procedures with customers is to give them 50 bucks or so off their next bill and send them on their way. But, if you stand up to them then the ugly side of AT&T comes out and YOU are now the problem not them. So today, after my first call about this problem 2 weeks ago and 10 conversations with various customer service minions, I am in the same place as when I started.

AT&T is very smooth with the apologies, and very good at trying to place blame with customer when the customer does not accept the apologies and the excuses that they try to make. And as far as Office of the President that these people represent when they talk to you. I do believe that it is a TITLE that they use to make the Customer feel like their problem is being handled by the TOP individuals, when in fact it is being held by low level customer service reps that are there to protect the upper management and are very limited in the authority to do anything. Plus I found it funny that I called the Dallas Headquarters, was given the Office of the President in Missouri and am talking to individuals in Indiana that work out of their house. Kind of like a shell game to protect the Wizard of OZ from any accountability to the paying customer.

I traveled to Europe recently and before I left I went into the AT&T store to inquire about using my phone there. I was told "no problem" and was signed up without disclosure that I would be charged additional "roaming charges." On return, I called and complained to the international service, and was told it would all be cleared up and I would only be charged $15 for the couple of call I actually made. Just got the bill, which not only didn't reflect what I thought I negotiated with the international service, but also added additional charges. AT&T is a criminal operation ... AVOID AT ALL COSTS!!!!

I ordered two phones from Apple and while the rep at the store was attempting to activate my phone a number pops up asking to contact AT&T. We both stand around for about an hour waiting for a rep, who finally explains that my account has been cancelled due to no usage. WHAT???? I ask about my two numbers and I am told that my numbers are gone and that the account is cancelled - end of story. I ask how is that possible and I am told by this lady that she attempted to contact me personally about the account and didn't get me so she made the executive decision to cancel the account.

The Apple people felt so bad that they gave me a full refund for the two phones. This occurred two weeks ago. Now I've just received a bill for $358.67. I called AT&T and have spoken to four different reps today. They seem as confused as I am. The last one had me on hold for 11 minutes and then the phone "disconnects". I've spoken to over 20 different reps and have been hung up on four times in less than a month. Just terrible.

I pay over $100 a month for this kind of service. I have called AT&T Tech support numerous times, emailed them and sent messages on their Twitter account and nothing gets fixed. They always blame my phone for the problems and say there are no tower issues in the area. I'm tired of it. Well, I've tried 2 different phones and the same problems happen on both. So, it's their network. Can someone pass the word on to them or help me with the problems here along Eight Mile Road near Woodruff Rd.

In November we got a bill for $124.61 for set up charges, none of which I have been able to get an explanation for. Today, Customer Relations Manager Gurbash "Gurby" tried to tell me that more than $68 of this was 'taxes'....she was unable to explain to me the basis for the AT&T charges, including 3 cases of a duplicated fee, which I was advised by Glenn the same day were 'late payment fees' even though this was the set up for a new service so it was impossible there were any prior charges anyway!

In December I received a huge phone bill, of which a monthly charge of $275.46 for international calls at $3.11 per minute were included. I called "Geronimo" at AT&T on Dec 2nd, and he promised to correct the overbilling, giving me a reference number....Geronimo promised to send me the AT&T Worldwide Value Calling Plan rates in writing, to confirm we should be paying 'between 7 and 8 cents perm minute'. We did not receive any such written information on the rates.

In January (after having paid the December overcharges, to avoid getting a bad credit history of course, as noted by other customers, AT&T is very quick to sell of their disputed 'bad debts' to collection agencies!), we got billed $404.50 in international calls - again at $3.11 per minute. Again we called AT&T, this time Alfea got assurances that the error would be corrected, were told that Geronimo had put no claim in for the December overcharges.

On February 4th we followed up, again with Alfea and also Serge with whom we got 'cut off' after 20 minutes.... because a Manager did not call back as promised, we called again on Feb 6th and spoke to John. John advised that Alfea had raised the issue for escalation on Feb 4th, that the only 'overpayment' registered was for $404 and also that we were NOT registered for the AT&T Worldwide Value Calling Plan! On February 10th, I spoke to Nazemi, she again confirmed a claim for $404 but nothing for prior periods. She process two claims in the system, assuring us that the matter would be dealt with, we were given yet more claim references.

In March, we received another inflated bill - this time for $262.67 in international charges - again at $3.11 per minute. I called Customer Services, and got David to escalate to one of the 'management team', Gurbash. She was apologetic, but largely unhelpful. Despite more than 2 hours of effort, she informed me that 'no one' could give me the credit for the more than $1,000 in overcharges - that she would escalate to 'higher management' for their decision regarding a credit to the account. I await some response, but based on past performance I am not at all hopeful. I have found AT&T staff to be universally unhelpful - plenty of fake apologies, but no tangible efforts in rectifying a continued error.

My brother, Hector **, has a mental illness since his teen years and cannot understanding the responsibilities he has taken onto himself by opening this wireless account. Hector ** has been admitted numerous of times at a psychiatric ward at Metropolitan Hospital and other hospitals. Hector ** has recently been admitted again at Metropolitan Hospital psychiatric ward on January 28, 2014. Hector is by no means able at this time to sign or comprehend what a Power of Attorney is or what benefit he will gain by giving one of his siblings that authorization.

Hector ** apparently entered into a wireless contract with AT&T which I am not able to find out any information on because I am not an authorized party. Unfortunately, my brother is mentally ill and we have been picking up the pieces of things he got himself into. I fully understand that Hector ** holds some responsibility here - but to what extent should that responsibility be for a mentally disturbed person? Can someone contact me to help clear this matter.

We have had nothing but one failure by AT&T after another. Customer Service is a joke, we had been on the phone for 45 minutes on hold for most of that time awaiting connection to how many departments? Who knows. We realized that, like most clumsy behemoths, AT&T acts with impunity in all aspects of their business. They make up the rules, treat you like you don't matter and ultimately just want your money. We realize that we are a mere drop in their bucket and that the only recourse we have is simply not to do business with them. We recommend using ANY OTHER cell carrier as you will have your own nightmare if you use AT&T. We made the error of attempting to switch our cell carrier to AT&T, we order 3 new phones. The phones were shipped in two shipments: one got here, the other was "cancelled" but no one knows why!?!? Since this is just one of two major breakdowns by AT&T personnel we decided to cancel.

The consequences are we are paying $50.41 plus shipping to return unused unopened phones that when we tried to set up during our 45 minutes of bouncing between the rep and another department until we arrived at our destination and were forced to hang up. We were expecting to have the customer service rep who had taken our number "in case we are disconnected" would contact us again. Ha Ha, what were we thinking? ;-(

To put this into context we spent many valuable hours over several days and spoke to 15 different AT&T people in order to get our internet working again since our AT&T box failed and now we needed a new box. We went twice to the AT&T store after being told the Service Center cannot supply these. We spent another $80 plus to find out that was NOT necessary as the system had been upgraded to Fiber Optics. We were given a Saturday between 8AM and 11AM for a service tech to arrive and provide a new box and hook it up. We waited all day Saturday for the appointment that never was. OOPS we sorry AGAIN seems the appointment had been changed to Wednesday between 8AM and 8PM.

Again no reason no one could figure out what happened. The story goes on and on however the gist of it is, the internet debacle took a week!!!! In the interim we had no internet nor phone service (we use Vonage VOIP) and were told so many stories that even the AT&T people got confused as what they said or promised. And this is what's wrong with AT&T from our perspective... it is a big disconnect. Consider measuring how many times your reps say "we are sorry" and imagine that going away... too big a challenge?

Since I'm a small insurance office dealing with affordable care act, I get dozens of calls daily, mostly from referrals and leads, each name and number representing hundreds of dollars in value, and now they are all lost. What's the value? I've nothing but 10 days of stalling, transferring, on hold and runaround, my attorney is getting very excited. Does anyone have an idea of the lost business, I'm on hold again, with plenty of time, to get a settlement number $20k? I appreciate any help. JUST now I'm told my number has been "ported out", I hope that doesn't mean they can't just turn it back on?

I had service with them for several years so some things they were accommodating with many they were not. I will say someone else mentioned having to talk to Reps with heavy accents, I too ran into that problem but if it was so heavy I could not get them to slow down to understand them or just could not understand them I would request to speak to someone in the USA and told them I just could not understand them nicely and they would connect me. But back to the issue with them for 3 months in a row I had to call over my bill. They had me on 2 different plans charging me for two different plans and the bill was about 400 a month. I had paid what the bill should had been and disputed the rest. I told them I had had it and I wanted the billing resolved but I found a company that was one price per phone with more options that uses their towers. That they need to fix my bill and I would call them to resolve the matter in a couple of weeks or send me the new bill and I will call and either pay it or go over it again. I can't keep doing this anymore.

That I stop the auto payments again and it was being sent back and this amount I sending to them and this amount I dispute. That the amount of time I am spending on the phone with them I should get a pay check from AT&T. They had actually shut my kids phones off but not mine. I had started the porting over process and realized their phone was shut off. I called AT&T again and they forwarded me to the porting over the #'s department. I gave the lady the Readers Digest version of the whole story. She actually seemed to understand because she said "are you porting the numbers over this week for your kids?" I told her yes. She said "I'm turning their phones back over because I see what you're talking about on your account" and I'm not even in billing but get those #'s ported over ASAP.

AT&T never tried to work with me on fixing the bill. In fact they charged me for the 2 phones full price that daughters had that I bought refurbished that we had well over a year. I think as well my phone which I brought with me from when I had AT&T with my mother that was paid off. They sent a large amount to collections and I told the collections I was in dispute and I wanted to work it out with them and needed a full break down detailed bill and they refused, told me to call them myself. That went nowhere. I just received a collection company today that is demanding payment. I tried to get a hold of AT&T before this one tells me to prove myself and it just goes in a loophole.

My # is read and they refuse to talk to me. I know they for the most part have to be honest they would not be around so long but at the same time they do what they want to do and don't care. Unless I want to spend a lot of money to fight them I'm out of luck and either pay it all or have it ruin more of my credit. I can't say that anyone I talked to was rude per say just uncooperative and not seeing that there were 2 actual plans for the same 3 phone numbers. It was always at least a 1.5 to 2 hour phone conversation. No need for an attorney to contact me, can't afford it. Oh and because of this I can't get my phones unlocked either.

Now, I owe $1088 for phones that were used less than a week but constantly was hacked (iPhone) & I stayed in the VZW store for 2 hours while they reloaded a new software. IT STILL WAS MESSED UP. AT&T, I owe $1021 & never got a signal at my home. Returned it in less than 30 days & was charged termination fees. Cellular South, I owed $396 after I broke my contract for 2 phones. Not a penny more or less. I’m returning my Sprint because I have a lot of drop calls. Internet collapses. And the nearest Sprint store is an hour drive. No. There is no great towers here. And only 2 Sprint stores in this state.

I would have never agreed to paying $300 a month for internet, phone, and cable. I don't even have the energy right now to try to fight this out with them especially since I have already spent 3 complete days on the phone trying to get to the bottom of this. We have since switched to Comcast but my problem is Comcast can't switch our # over until AT&T releases it. I'm not sure how this could possibly be legal, but legal or not it has made the nightmare that we are up against already way worse. Just so everyone knows how AT&T treats their loyal customers, we have been with AT&T for 7yrs now. We are the oldest customers they have had in Olathe, but now I know why.

I still am not sure how what they did to us can be legal, but we have so many other things going on right now I don't even have time to look into it. I did feel the need to let everyone know what AT&T has pulled though. I know for a fact I'm not the only one they have did this to. It is so unfair and unreal the things these big companies seem to get away with. In my eyes it is stealing from people.

So I called to report this and was treated as though I were lying and was trying to steal a phone?? I finally convinced them to send another phone. In December my 20 yr old son went in for an upgrade and was basically forced into the new "Next Plan" so we are paying an additional $21 per month for the phone. Okay, fine, we can deal with that. So about 2 weeks ago my 19 yr old son was ready to upgrade. I ordered the phone online through Premiere and never received any shipping information and the information I did have was invalid and I could not find the status of the phone.

So after a couple of phone calls, we got the phone shipped, only to discover the phone won't work because it is "block listed"?!?!? A BRAND NEW PHONE?? So after several hours on hold and speaking with several individuals and not getting answers I requested a supervisor call me back. No one ever called and I had to call again the next day, only to be put on hold several more times for 1/2 hour or more. I was then informed that I could either ship the phone back and they would send a replacement, or I could go to the store and exchange the phone, which I TRIED to do.

The woman at the store dialed the "activation" number and was able to get the phone to work. I returned home and informed my son, only to discover the next day the phone STILL did not work! While at the store the woman gave me her card and said to call her anytime and she would assist me. I tried to call her at the store and on her cell phone several times and left messages and she never returned my call. So I went online to discover the phone had been "suspended" even though I had not requested it. So I tried to reactivate the phone and it gave me an error message telling me I had to call. So I called and was told the phone was now active. After 2 days the phone was suspended AGAIN for NO REASON.

I have spent several more hours on the phone trying to get this rectified and nothing! The phone is still not able to text or make calls! And the other 2 lines on my account are not sending text messages at random times. NO ONE can seem to find the issues! So then AT&T sends me a text message survey which I can them very poor marks on. They then said someone would be calling me about the survey and I have yet to get a call. This is the WORST service I have ever encountered! My sons are both on the Next Plan and I still have a year or so on my contract BUT I am seriously thinking of walking, taking the phones with us and telling them to screw themselves! I will NOT pay any ETFs, nor will we pay for the phones. The way I see it they OWE ME for all of the time I have had to spend on this and still no resolution. I will NEVER deal with them again!

FINALLY we were able to fix the problem ourselves seeing as how we couldn't get ANYONE at your company to help us. I AM FURIOUS with your company. I can guarantee that if my payment were a day late you people would be contacting me immediately but when we need you, we are treated so disrespectfully. I will be posting this on Facebook and letting all that will listen know how disrespectfully we were treated. We have a bundle package with you and I deserve better treatment than this. VERY VERY VERY UPSET.

Then my son and I had to make calls, to get everything set up...... from there I struggled with getting a paper bill to assure that I was being charged right. I however in November I called them and paid what they told me to pay, and they said my next bill which would come in December would be 32.00, and because of all the problems, I would only be charged 32.00. However, when I rec'd my bill in December it was 64.00. I called and after being transferred again several times. I finally was told that there was a reconnect fee on the bill, and no notes was written on my account about me calling...... I told them that I would just cancel the service......

In January I got another bill for 107.00. I called again and was given the run around and was told that someone would contact me about my bill. Today is Feb. 11th, I called and was transferred to 3 people. Each time I asked to speak with a supervisor, each time they stated, "Mam, tell me what the problem is and I will contact my supervisor." Well after the 3rd person I was put on hold a few times. They informed me that my services were cancelled yesterday. I told him I been trying to get them cancelled since December, and now I have a 150.00 bill. They said I would get a final bill in the mail around March, but could tell me how much that bill would be. I ask the rep for his last name, he stated "can't give out that information." I ask he where he was located, he said "AZ." I ask what part, again I got "I can't give out that information."

I feel that if the customer should have some way of being able to link the customer and the rep. This is my second go around with AT&T and trust me when I say, I will never ever use any services from AT&T again. The biggest reason is that the customer reps that you talk to are not even in the same area, and they have no accountability for what they are tell the customer. And the length of time that is spent repeating the complaint over and over again is just too much..... We all have to be accountable for the direction in which we go in life. Customer service reps should be accountable for the information that they give out as well. I don't look for AT&T be a company that will be around at this rate.

THIS WHERE THE PROBLEM STARTED. I received email first about wireless and my two phones which was to be 45.00 each. Now was 119.00 total. That's 30.00 more than I was told. And after call to complain I was then told it was a sharing plan and that was it. I paid and have already found a new wireless comp. Now about the 15 of Jan. I receive my u verse bill, it was to be cheaper, not, it was 135.00. I again call and was told that is the amount. I did like the u verse tv so I paid and thought that was it? My next bill due 28th of Feb. is now 148.11, something wrong! I called and after being kicked around for more than 1 hour I was told the difference was a 6.00 movie. That still leaves 7.11 unexplained and then was told the difference was taxes, "you mean 7.11 taxes for a 6.00 movie," the person on other end paused and only said yes????

Now they want to charge me $40 to reactivate my account and I can't close the account because two of my four phones are still under contract. I can ASSURE you, when these contracts are up, I WILL be switching to another provider and never returning to AT&T again. I have recently encouraged my company to switch to Sprint and drop AT&T services and they did. I am encouraging all my friends, neighbors and anyone who will listen to drop AT&T ASAP!!!

I was greeted by an employee and when I began to tell him about my problem, he cut me off stating he was not trying to put the problem off on someone else but it was a Samsung problem not AT&T. I told him I felt it was AT&T's issue because it was their downloads. He then said he did not know much about androids and told to contact Samsung. I left that store very frustrated and drove to the AT&T store on Dawsonville Hwy in Gainesville. I was greeted by a young man that had no clue what to do so he said he would ask his manager. There was only one other customer in the store besides me. There were 3 employees. The manager said he had seen this before but did not know what the solution was. The manager said he would sell me a memory card and I could do a hard reset but would have to save my data to the memory card. The manager was very unconcerned about my issue and I felt I was on my own, so I left the store.

I came home and my husband and I brainstormed and went under "my files" and deleted all the downloads, but that did not correct the issue. Then we went under downloads and deleted AT&T downloads and items I had downloaded and this corrected the issue. I am ticked off because I pay over $250 per month for this service and went to the supposed professionals for help and they were both clueless and unconcerned with helping customer that pays their bill timely. Maybe my husband needs to train the AT&T employees how to do their job.

Until I received another notice in January for a late fee and monthly charge, so I called again tried making the payment with automatic service, again it fail to do so. Then I was transfer to a person who spoke Spanish, I never request but since I am fluent I just spoke to her. I explain all this to her and told her I did not want anything to do with AT&T, I just want to pay and cancel service. She told me that my final payment would change until, so I told her that until they had that figure out I paid the fee. So here we are two weeks from this last call and I received a call from a collection agency attempting to charge $200 something when my initial fee was $80. This is ridiculous, I had been a customer for 13yrs and at first the service was not this bad but now this company is just stealing from us.

At 8 PM tonight I received a telephone call (received the phone yesterday) and another person told me my bill would be $10.00 higher with a $10.00 credit for 6 months. A real bait and switch. I asked to speak with a supervisor and wouldn't you know, my phone just dropped the call. Funny how no one called me back. I do not plan to stay with AT&T. I believe they breached any prior contact. I feel like an abused senior citizen.

So, when I checked my credit there it is. So, I started all over again, and asked to see why I owe this bill. They said because AT&T said you had service and never paid. I asked to see a detailed bill. Okay, they said. Received a letter saying I owe over a thousand dollars and that's that. No proof of what was the service. I am now on my third request for detail. I will not pay for service I never had. It is now reaching SOL, so ... But the point is, they are too big and need to have some sort of oversight. At this moment, I have their U-verse internet. As I am writing this, the internet has gone down, Wait, reboot.

This has been going on everyday. Very unreliable. They are the only service available in this area so I guess I have to put up with that too. I had service at a previous address and when I canceled that service ( they are the only available service there too), They said I owed $110.00. After waiting on the phone for the next available, 30 minutes. They said oh, we are sorry. You only owe $57.00. Mind you, I canceled in the middle of the month, and they always bill ahead. So I thought I would get a refund, LOL. Here we go again. I asked for a detailed bill as to the service they are billing. Again, a letter saying previous bill $110, you owe $57.00. Called again, we told you you owe $57.00. So, pay it. I want to know the dates I am being charged for, since I paid in advance and canceled in the middle of the month. They need to be reined in. I now have an attorney to handle this.

Working for a company where all day you hear people complain about their phone bill is not ideal. AT&T stores will not tell you of all the hidden fees if it will jeopardize their commission.

AT&T's internal policies are to intimidate - understandably some peeps don't pay their bills and hence everyone is treated rudely - Not a very inviting method. The idea that an intern or a grumpy "manager" can make my life difficult at will is shocking. Moody peeps like these employees clearly have no decorum or maybe simply need a hug and again, they work for AT&T - what drive and carrier goal is that?

Later, at a different Asurion upload page, a message appeared saying that special characters are not permitted, so I renamed the documents; after which, the message said they were invalid files. I repeated this, trying to rename the files, but the system wouldn't take them. Each time, the system would take me back to the New Claim page to start all over again. Their system still shows no claim. I think that Asurion's main goal is to make claims so difficult to file that few people file, thereby lowering their cost. My iPhone has shattered glass shards in the back, so I will have no choice but to just get the thing fixed at my own expense. This is not the way insurance is supposed to work.

In the meantime, I have no internet service at all - which I use for everything at my house, including work, school, and volunteer work - or use my mobile hotspot, for which I already pay an additional monthly fee. Because AT&T refuses to send a tech to my house for THREE days, I will risk going over my monthly mobile hotspot package. An AT&T rep told us we should upgrade our monthly plan so that we can have access to expedited service. Sounds like extortion to me!

Then I received my bill, which stated that I was not on a two-year contract and I had to pay $25 installments up to $500.00 for the phone. When I called AT&T to discuss I was promptly told that I was outside of my 14-day buyer's remorse period and that was all there was to it. When I attempted to be moved up the chain to speak with a supervisor the front line customer support person left me on the phone for over 1/2 hour. Then came back and stated that he was authorized by his supervisor to offer me a $125.00 credit. So I asked him if I cancelled my service would there be a cancellation charge. He stated no because I did not have a contract. So I explained to him that the $125.00 credit overall did nothing to change the situation and I had to think about it.

I contacted T-Mobile and discussed moving to their service and they assured me that my recently purchased phone from AT&T would work on their network, so I sent in a payment to AT&T to cover the current bill and the $500.00 cost of the phone. Called T-Mobile back and set up an account.

On December 27, 2013 AT&T reflected my bill paid in full and a $425.00 credit balance which I knew should be applied to the phone. Also at that time T-Mobile cut me over to their service and contacted AT&T to discontinue my service and to unlock my phone. It is now December 29, 2013 and AT&T has refused to unlock my phone for T-Mobile access. When I phoned AT&T customer support they put in a "Special Request" and stated that the fix date would be January 6, 2014.

I personally will never do business with AT&T unless they really are the last phone company standing... But I doubt that this will ever be the case.

I paid early termination fee $325 on 12/19 and tried to submit unlock device request online on 12/20. But it was giving error "Currently, the device cannot be unlocked". So I contacted AT&T customer care on 12/20 and spent more than 1 hour to explain the issue. The customer care agent Charlotte ** was very rude and not ready to help me and she simply disconnected the call. Again, I called the customer service and got connected to another agent who raised the case ** to expedite the process. She told their team will work on this case as an urgent priority and it will be resolved on or before 26, Dec. 2013. Today (12/26), my wife is leaving the country but still I am not able to submit the unlock request even though my next is bill that includes early termination fee is generated.

This is totally terrible service from AT&T. When I contacted AT&T customer care today (12/26), the agent told me that she will raise another case and it will take another 5 business days. Again, I got connected to her supervisor, he also told the same. Finally, the supervisor has simply disconnected call without resolving the issue. When I asked about the existing case status which was raised on 12/20, no one is responding properly. Even though it was raised as urgent case on 12/20, no one contacted me from AT&T regarding this case so far. I have to keep on call them to get the status.

My friend who worked there witnessed the actual owner charge thousands of dollars on 6 credit cards in one day!! And let's not forget, ALL of this information is kept in a back room *UNSECURED*. If they got robbed the thief would have an Amazon shopping field day! Don't believe me? Go try and buy a phone.

The representative said if I did not say my ex was responsible for the bill, she was not going to remove it. Due to this, my order was cancelled. AT&T fraud department talks to people like they work for the police department, very rude as well. I called corporate to make a complaint, spoke to a Mr. **. He was basically letting me know nothing could be done but I will receive a call in two days! But I won't hold my breath. I am so upset. I had two representative who tried to help me. The last one called the fraud department end up getting the same rude operator and witness her rudeness and how she was lying why on the phone. It pretty bad when a company as big as AT*T is hungry for money no matter the circumstances.

No big deal. I call customer service to see if I can get the reactivation fee of $40 waived because I don't feel I'm at fault. At the very least, how about a courtesy? There's no courtesy with AT&T. After speaking with three different entry level representatives, I was connected with supervisor "Joe **" in Texas. He "doesn't normally take phone calls" and has no one above him in authority according to him. Joe repeatedly informed me that it was a payment arrangement, not an automatic payment. I continually stated that I asked for an automatic payment, the email and text message AT&T sent me are misleading, and asked why the original representative would verify my checking account number if it wasn't an automatic payment.

From there, Joe transferred me back to an entry level representative whom I asked again to speak with a supervisor. Justin got on the line and after confirming that all calls are recorded, asked that my call is listened to because I know what was said. I was told by Justin that my call "may or may not be able to be listened to" and that it would take "several days" to find it. Like Joe previously, Justin continued to insinuate how my call must have went and that I misunderstood while neither had heard the call or were willing to listen to it.

Furthermore, neither Joe nor Justin could tell me who I spoke with originally (his name was "Tony **"), where that representative was located, what kind of notes of the call were taken, or if/why not my call could be listened to. I asked to speak with Justin's manager and was told there was a significant wait but that one would call me back in 30 minutes. Three hours later, no call back.

At the end of the day AT&T blatantly deceived and misled me. I know what was said on that original phone call and the fact that not a single person I spoke to was willing to listen to it makes me believe they already listened to it when I first connected and was put on hold for twenty minutes. You owe me $40 AT&T. It's not even about the money anymore. Its the fact that I was misled on the phone and your customer service department is blatantly covering it up. Why won't a supervisor listen to the call with me on the line? Or discuss it at all with me? Because I'm right and they're being dishonest. Don't trust anything AT&T customer service tells you.

I continue to get calls and letters even though they told me they would stop that, and then after telling me that they would transfer the funds, they now tell me that they can no longer transfer funds and that they have to send me a check and then I repay them. But since the check can take up to 15 days, I have to pay the funds again to avoid late fees. In addition, I have been given 3 different billing and due dates. Each time I call, I get a new billing and due date. Last invoice had a past due balance for the same amount that I paid and cleared my bank, BUT the final due date had not yet arrived. Turns out they "said" that I called and changed the billing date, of which I did not. So new bills were being generated before the previous bill was due, causing a late fee. The fact is, AT&T is so large that the left hand does not know what the right hand is doing.

I had cell service with them for a long time, since 2003, but cancelled with them in 2010 or 2011 because of all the changes in the bills all the time and having to dispute it. I wish there was another phone/internet company out there that would take on AT&T. If anyone is doing another class-action on them, I want in.

Said there is nothing we can do, here at AT&T we work hard for our customer blah blah blah, and I will be receiving that bill. I asked to talk to the manager basically said the same thing and to go to the person who told me my contract was going to expire in June and said have a nice day and hung up on me before I could say anything. I call back to get the managers' and the rep' name said they are not allowed to give their name. So I asked for their id number so when I do speak to the upper level I know who I spoke to.

Previously however the 3rd rep said oh another manager will contact you asap. I asked what is asap? I need to know the exact time said within couple of day and asked me what was my issue and I advised him to go back to the manger who I spoke to earlier and ask them. AT&T was not a real help instead made me so upset with their rude comments and unprofessionalism. Will never go back to them again. Hope I speak to someone in the upper level and resolve these issues where everyone has incorrect information that they give customers and charge them extra.

These large companies are not accountable to anyone and they do what they wish to the consumer. We told to contact the BBB but I check AT&T has several complaints already filled with the BBB. Depending on where you live, they are the only provider so many times you have no choice but to use their telephone service. When will justice run like a water and righteousness like a stream in America? When will a lawyer take on this fight for the consumer? I received a check for $1.00 from a settlement against AT&T in the past. A million dollars is nothing to them because they unjustly make so much more. I pray that everyone in America will stand up and say enough is enough, Justice in the Land.

This year they told me they are under "New Rules", in customer service, and no longer can remove fake charges, or work with customers on payment plans. I recently has a CSR set up a payment arrangement on a day mid-wk between my paydays & I said I couldn't pay mid wk. Her reply was "just call & get it changed later". Well, I called and asked for just 6 more days, and they refused, and were severely Rude about it. They turned off my phone, and told me I would now owe double what the payment was for and if I didn't pay, I would have $175.00 "contract break fee" and $ 40 restoral fee, and hundreds more in fees, if I tried to go to another company!! This is EXTORTION, as in addition to my regular bill, which is about $74.00 per month, they just keep making it cost more and more each mo. without my consent.

They currently charge me 108.00 per month for my $ 74.00 bill. THAT's over $ 30. More than I agreed to!! This is crazy! I've never had my phone shut off. I need my phone for family to communicate! We have one car and I need to communicate with my family. Also, my Smartphone is currently my only computer for Internet. Oh, and they have started to say that "I'm going over my voice minutes, and Data minutes, which is IMPOSSIBLE, because I have over 3600 roll-over minutes, and I'm WIFI'ing most of the time.

This past month alone, they charged me a FAKE fee of over $ 75.00 for these mysterious lies. I want my phone unlocked to go to a new company. I'm done with AT&T!! This is abusive to the MAX. Unless they refund me EVERYTHING, and start me again fresh, without a balance due, and without a contract (and I would have to watch my bill like a hawk). I do not want to do business with them ever again!!!

Please contact me by email..Also, please do not refer this matter to Ana ** at AT&T, as she is mean, and caused a lot of the problems, and would not rectify. I would like my Unlock code for my phone, to happily go to a new company. I would like the "charges" and bill, erased, as I feel I do not owe that much because they have been padding my bill for a long time...Stealing from me and I would like any early termination of contract fee, and incidental charges erased also by AT&T. They have taken so much money from me in fake charges, that they owe me money!

I would like my unlock code. I understand that by law, I am entitled to it after purchasing my phone and having it for 6 months. I have had it for 15 months and I want to have and use of my same phone number, as my phone is otherwise usable with a new company. Thank you for your time, and I hope you can help me, and everyone out there that is being abused and extorted by this company!!!

What the -- that mean, What is normal bill - So they mean like the current bill is FAKE/Abnormal/Fishy. - all that means is wrong charges. Is not customer should be billed after all adjustments? Why should I pay 2x fee for one service? (AT&T Regular invoice that Doubled + U-Verse Invoice they send).

A/C Receivable Department transfer back to Billing Department. Billing department got my phone no. to call back if call got disconnected... They Hang up the phone... No call back. 70 Minutes, they Hang up the Phone.

Things finally got better until about a month ago. Now it is dropped call city!!!!!! Plus the service is TERRIBLE!!! Reception is absolutely awful!! I know it's not my phone, it is A LOT of people's phones in about a 40-mile area. AT&T expects for us to pay our bills promptly. Well then, they need to make sure we have the service we are paying for!!!! It is very disgusting to keep having dropped calls when you are in the middle of a conversation. And damn irritating also. AT&T, you need to get this problem resolved QUICKLY before you lose A LOT of customers.

Because my monthly bill was around $180.00 each month, I decided to pay $200.00 for the last two months to get my balance down so I can be easily paid off all at once. I paid $200 for the month of September 2013 and $200 for the month of October 2013. This month, my statement went down to $265.00 and it was due on the 17th of every month which I am planning to paid them off. I find out today, November 5th, that AT&T disconnected my service. I called the representative and spoke to Cathy but she said she's unable to help me because I was late on my payment.

I then request to speak to a manager and her name is Sareka...the first thing that came out of her mouth was asking me if I want to pay the rest of my bill over the phone now. I then explained to her of my situation which she said to me...."You need to pay your bill". I told her I did pay my bills of $200 for last two months but she said I had a remaining balance so there's nothing she can do for me (note: AT&T charge me additional late fee on top of what I already owned). She said to re-connect my service, I have to pay additional ~$65.00 fee. I told Ms. Sereka that I'd been paying my bill for the last 2 months with amount of $200.00 but AT&T still disconnected my service because of the $65.00 remaining? She said to me she doesn't care and I have to pay the rest off now and it's the policy of the company.

I then ask if she can transfer me to other department so I can discuss of what my option if I decided to stay or cancel my plan with AT&T. She then told me she can't transfer me to any department because I've been disconnected from AT&T. She told me the early cancellation with AT&T will cost me $275.00 EACH line which I have 2 lines on my family plan (my husband and I). I felt AT&T treating me like crap when I was their loyal customer since 2004. I truly believe for even $1.00 they're still going to do this to you. Even they collect thousands of dollars from you, they don't care. All they want is their money. Doing business like this will not get you far, AT&T...either on a business level or personal level. There's Karma out there. No moral at all! AT&T will lose me as a customer from now on.