AT&T Wireless Reviews

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.

After 2-3 months of her not paying me for her line I was going to cancel it. I was told I couldn't because she'd gone to a store over an hour away and upgraded the phone binding ME to a 2 year agreement. I asked them how on Earth she could legally bind ME to a contract and they told me because I had put her as an authorized user and I couldn't cancel the line or I'd get an ETF that I would be responsible for paying because the account's in my name. Exactly I said...the account is in my name so why was she allowed to sign a contract!?

Long story short, I immediately removed her as an authorized user, but I'm s.o.l. because I'm now responsible for this line that I never agreed to be under contract for. I tried cancelling again today and was told it would be an ETF of $215 (1 year left on the contract) and basically I needed to suck it up because all cell phone companies allow authorized users to sign contracts on behalf of the primary account holder.

Big surprise after calling US Cellular and Sprint, but NO THEY DON'T. In fact, everything I've read legality wise states that shy of giving someone power of attorney...no one can sign a legally binding contract on your behalf. Looks like they're about to lose a 10+ year customer. This is the most unethical company I have ever done business with!

I have complained so many times that I have lost count. I've purchased another phone, a mini-cell for my home, got a new SIM card for both phones and nothing I have tried that was requested has worked to improve my service in Casa Grande. I use to think the poor strength in San Tan Valley was poor; I just didn't realize what the meaning of poor signal strength was until I moved to Casa Grande. I have talked to many people about the poor signal strength I get from AT&T in Casa Grande and they all tell me that their 3G service sucks and I can either get a 4G phone or use Verizon Wireless.

When I call and talk to customer service, even they say that where I live the service only moderate. I told them that if I can’t get service in Casa Grande that I would like to terminate the balance of my contract which has 2 months remaining and is up on December 27th of this year. They told me that they would be glad to let me out of my contract. However, I would have to pay a $210.00 early termination fee. This fee is $40.00 more than my bill would be for the remaining 2 months.

I had a supervisor tell me that since I get service… which I explained that the only service that I got was rare (10-15%) while in Casa Grande and acceptable service in closer to Phoenix. "But Sir, you do get service. We never said that you would get service 100% of the time." I calmly explained that the service I was receiving wasn't acceptable and I wanted to get service with another carrier and keep my numbers. She told me that I would have to “port” the numbers prior to canceling my service. I explained that if they could not provide me with acceptable service in Casa Grande, I would have no choice other than to switch service.

I switched service the other day and transferred my numbers (great signal strength from Verizon) and called to discuss my account and was told after talking to 4 agents and 2 supervisors that I will be charged an early termination fee and my account had been terminated because I ported my numbers, which is what I was told I would have to do. After having service for all these years and this is how I’m treated for my loyalty. This company is so big and uncaring; they just don’t care about their customers which they have proven to me time and time again over the past several months. I have disputed the charges and will not pay their ETF (early termination fee).

I took the first BB to the Market Street store on October 26th and informed the management staff that the unit is NOT updating with my emails, calendar, etc., not syncing, and the apps are no longer being supported by BB for many key functions. It was stated over and over again the same mantra about replacing my unit with the same unit Ad nauseam! This Market Street crowd would not even mail the refurbished phone back.

At the same time this is happening I'm trying to remove myself from the family plan to my own plan and using my company discount. I was told to call a 800 331 0500 number to accept the transfer on Saturday and was shifted to an endless prompt to push a series of numbers which lead to nowhere special. I pushed 0 and was told that 800 number only work on the weekdays, which is not true, because it was not the right number. After many agonizing calls and hours dealing with AT&T's trained staff (NOT) I got my number migrated to my number but I could NOT use my company discount which make little sense to my brain.

While on the phone to your equipment specialist, I begged and groveled for a different phone. Your specialist repeated ad nauseam the same policy dogma. After I repeated for the 8-10 time that this BB is not functioning with my work email, calendar, and apps just are not keeping up. But the worst part was my hour plus conversation with a (manager) in the south Florida area somewhere who said many things but none were helpful at all. The Manager would not allow me to talk to anyone above her. In fact she said there was no one above her to handle my issues. She would not offer any workable solutions beyond I should go out and buy a phone and figure out how to get the SIM card to work.

Although there were a lot of other things that I could not possibly put on this one-page note, I really want one source to deal with AT&T to handle my Mobile phone issues. NOT ten people for ten issues. I would like a different phone as a replacement. I would like my phone migrated without starting a new 2-year plan, I would like to use my company discount, and not pay a transfer fee. I would not like to be treated like an idiot by your staff.

Now, I have heard that some people terminate, get out of paying early termination fees - how do they and I can't??? I have been a loyal wireless customer since AT&T took over for Cellular One and been called "a valued customer", but the only reason I feel "valued", beginning this year, is so they can get richer by not fulfilling contracts and get away with it. How can this be stopped???

I contacted customer support. What a joke they are... I went to a local store which was about 40 minutes from where we lived at the time, gave them the address to our home. What do you know, map shows we were in worst coverage area... little to none. Guy stated government shut down towers in our area... This is the reason they were charging us to roam at our own home which we lived at for few yrs. I also explained my partner has health issues, can't be w/o service. Got the story that we needed to buy a device costing $400 mount on a wall and we had to have a computer... I told them that wasn't happening...

After several more calls, customer care spin wheels getting passed around from rep after rep. Can't do anything. I went back to store yet again told them, "You can't provide us w/ service, then you need to terminate our service not charge us the fees"... We had 6 lines with them. I believe it was an assistant manager who said they can cancel only 4 of the 6 lines...but yet it's a year later, I've tried to contact AT&T and they didn't waive the fees and wrote it off, sent me to a bill collections... As far as my partner's WiFi service, she ordered 3 Gb and set her up for 5 Gb and every month she had to call, get bill straight even after telling she didn't order that speed of data... And now I'm being charged over $1000.00 for them not being able to provide a service. Collections company, RPM, told me get the proof in order to remove it off my credit... AT&T is a joke and they don't take care of any customer's problems at all...

So I got my home internet from AT&T, BTW, and I call their customer service on 21 of October 2013 (Monday) to try and save some money, while I try and do the right thing and fulfill my contract. I tried to cancel on the 19th right before my next billing cycle but they are closed on weekends. I called because I wanted to downgrade my service and use what data amount I thought was appropriate. Come to find out the information that I received at the AT&T office in Jackson, CA was wrong. The plan, which I was offered apparently is only available for tablets, not MiFi, the lady on the phone told me. When I told her that their company's representatives are misleading and not telling the truth, she told me to drive back to that Jackson, CA (which is almost 100 miles and talk to their manager, and tell them to train their employees better).

So now I have to do the job that AT&T managers should be doing and I should pay $ and time for the mistakes their reps make. And there's nothing the customer rep could do, so I ask her to cancel my service then, because I wasn't going to pay $50 for a service that I wasn't going to use. She said she couldn't do that for me and then she transferred me again to someone who had the capability to cancel my service. SO I was put on hold for another 20 mins and another customer relations expert answers the phone with no capability of doing anything to help me either, except he said he could change my plan and change it into a mobile device plan where I could pay $14.99 a month, but "I would not be able to use my MiFi device", meaning I would be paying $15 until July 2015 for no services offered whatsoever.

So I asked, whether I would be able to exchange my MiFi device for a mobile device and still continue using their service while paying the proposed $14.99. He said, "No, your 14-day grace period has expired." I asked whether my cancellation fee could be waived and he said "unfortunately no" for 100th time. I swear their training consists of saying unfortunately in front of every word. So I stopped negotiating and said that I just want to cancel and would not like to take advantage of his awesome offer of $14.99 because me paying that amount would amount to $315 by the time my contract expires vs. the $138 cancellation fee/penalty.

How does that do anything to help me out? When they should have stood by their word and at least trained their staff properly. Then, Elkanah **, the customer relations expert also says that I would be charged for an extra month through Nov. 19 because I called 2 days after my billing cycle started. I asked him to prorate it and he said they can't do that, they have no such capability. Then I called him out o it and said that they charged me with a prorated amount in the beginning why, so don't tell me there's no such thing as prorating. So he said he'll look into it and only charge me for 2 days of this billing cycle, after he attempted to lie to me and say that they work on the weekend. I called on the weekend and the machine told me to call during the work day.

This is ridiculous, they just straight out lie to you to get their money from you. They lie to me to get me signed up, they lie to me to try and make me pay $15 a month for no service, they lie to me and say they can't prorate to get an extra $50 out of me and they lie to me, saying they can't stand up for their representatives lying to me and waiving my fee. Then they call me a valued customer. AT&T, Please waive my cancellation fee, because I deserve to be told what I'm buying and signing up for. I deserve to be told the truth. I will continue writing people to try and get the customer service and services I was promised or you also should have to hold up your side of the contract. It's not one-sided, you should also be responsible for your employees not telling the truth. Thank you in advance.

She said they sent a text that had both dates in it. In which I honestly do not open every text I receive from AT&T. I just delete it. But she said there was nothing she could do so let her put her supervisor on.... (And here is when it began) "Supervisor" Jennifer ** ID # **. I explained the same thing to her and also explained that I received a text on the 14th saying something about a promise pay for the 15th and because I was at work and then in class until late, I never had a chance to call on the 14th but on the 15th I called. I asked the girl about my insurance on my phone and told her my button was getting stuck after 2 weeks of having the phone and at the end of the conversation, I asked did she see a promise pay on my account for that day because I received a text (that I did open).

She checked and said, "No, I do not see anything about a promise pay for today on your account so you can disregard that text message." So why would a promise pay pop up today, the 17th. Her response was: "Well, you definitely made that promise pay on the 25th of September. We sent you a text and maybe you should have just opened it!" Also she said, "I do see here when you called on October 15th about your button but nothing saying you asked about a promise pay!" I said maybe the girl didn't put it in the computer because it was at the end of the conversation, you know when they say, "....is there anything else I can assist you with?"

Jennifer ** made it clear by her tone that she did not see it on the computer so therefore, it was not an AT&T problem. It was then my own problem and my own fault! I told her I never had to go through anything like this with any other service and her response was, "You can always leave AT&T and pay that disconnection fee if that's what you think is best for you"!

Now I will admit I was angry, upset and WORRIED about my baby the most, I was a little loud (remind you, I'm still at work) and I was not rude at all. I did say to her I still don't understand why this happened, why can't anything be done, and I also told her, "Be the customer and put yourself in my shoes for just 2 minutes. What would you do and how would you feel?" She responded: "If you let me talk, I will tell you why this happened. You said you don't understand why this happened so let me explain to you again..." I honestly stayed quiet and let her explain the same thing basically saying it's my fault and nothing could have been done until I pay the full amount that was past due. After she proceeded, I then asked, can I just have her name because the way she was talking to me was unbelievable... She said, "Of course you can... and you can surely have my ID number as well"! I took her name, the rep before her name.... as well as who I spoke to on September 25th and October 15th...

I hung up with her and called right back and the rep as well as her supervisor were both nice and understanding... After all that, the bill was paid at 12 am, October 18th and was not restored service until 7:45 am because there was some type of additional restriction put on my account... Makes me wonder where did that come from!?!?

I CONTINUE to be hounded by different collections agencies over this disputed debt and guess what appears on my credit report despite their promise that this would stop and NOT impact my credit! I have sent letters to my congressman and the attorney general's office. No one is helping me! I would like to know what I can do and what rights I have. I have requested in writing that AT&T stop contacting me; however, the harassment continues. I have copies of all of the emails I have sent/received from AT&T. I refuse to take phone calls from them as that leaves no paper trail as to what was said. I want them to stop contacting and harassing me and I want them to own up to their promise that this would not impact my credit report. I owe them nothing but they owe me as they continue to dispatch their minions to collect a phantom debt that I do not owe them!

A CSR on 10/18/2013 offered me $40, which I declined and accepted that the request be sent to a manager instead. After not hearing back at all, I called back, 10/15/2013. A manager named Frank came online and said that he didn't find 'exact' notes that such a credit was offered. He was sarcastic if I really deserved the credit, why I didn't call back for such a long time. I challenged him saying that my account is always set to auto-pay and that the amount is a little over a month's billing for me and I did not notice. I also mentioned that I did not have any control over what gets written in the notes. Aside, there was circumstantial evidence for the credit - that the suspension was noted as requested but service could be seen running from the records. Now he fired back saying that he was going to rule that no credit would be given to me - no $40 and no $180. It was company's policy if I didn't follow up within 90 days, the credit wouldn't be given.

My question is 90 days of what? An event such as service disruption (or an inconvenience) or the fact that you agreed to something and never did. If it is the first, then I did and AT&T agreed to pay just never did. If you owe me something, you do. No matter how many days this has been. I'm sorry but I disagree and you cannot ridicule me for assuming that you would do as you promised. Despite my insistence, the manager wouldn't escalate it any further either saying that he was sure that his superiors would deny it for the same reasons.

I left my friend to finish the transaction, since my presence was no longer necessary. Go back to my car, drive. At a light, I go to make a call. And MY PHONE IS TURNED OFF! I can't even call 611. The bill is paid, so WTHey. I get home and call AT&T and we find out that ** has upgraded the wrong line. Mistake? I don't think so. Our numbers are not even close. Add insult to injury, another rep, being oh so helpful, goes to help my friend transfer her contacts to the new phone and wipes her contact list clean. When my friend tells her what she did, the rep is like oh just go here and fix it. OMGoodness.

So, I have to go to another AT&T store to get a new SIM card to reactive my phone. And my friend has to return to the Jamaica Ave. store to have the whole thing cancelled. ** argues with my friend, telling her that she will have to pay a restock fee. When she says just take it out of the money that you have to refund me, ** says no, my policy says that you pay the restock fee, prior to getting a refund and I won't change my policy. She is adamant even though the whole reason for the refund is to fix the colossal mess her employees made, which she is aware of. My friend, who I made an authorized user, to prevent me from making the 24-mile trek back to that store calls customer care, explains the whole thing. After being in that store for an hour gets refunded $65. And we get refunded the upgrade fee, plus $100. Ok. I can live with that. Until I am in my car, about to go into the house, but say let me Google something on my phone. Guess what, NO INTERNET ACCESS.

I think that my battery save is not working. Access is fine in the house, while using WiFi. Next day on the train, I find I HAVE NO INTERNET ACCESS. I call 611 and what do we discover? That my smart phone, that I have had for 2 years is suddenly a Go Phone. That store switched my service. Are you all beginning to see why I say vindictive? They switch it back. I tell the rep this was done on purpose. She says, "Well, ma'am are you sure, but it's ok. It's fixed now. Bye."

This is the thing. I am not out of anything. I have refunds coming and pending. But no business should be allowed to treat customers like this, simply because you will not buy their product, nor in retaliation for being called out for making a colossal mistake. I am one of AT&T's best customers. I have been with them for more than 15 years. My service was cut off once for owing $10. I interact with them when I upgrade and that's it.

NO CUSTOMER SHOULD BE SUBJECTED TO THIS TYPE OF TREATMENT BECAUSE THEY ARE NOT INTERESTED IN A SERVICE. So while, I am not out of pocket on anything, I feel that you, AT&T, owe me something. For no other reason than this whole incident should not have happened. And everyone in that store needs to be reprimanded.

After trying to work through the details with the lady from AT&T, my husband asked to speak to a manager. Then he was put on hold for almost 20 minutes for a manager to finally take his call. When the manager got on the line, he told my husband that our appointment was cancelled, and we were notified - wait for it - by email. Yes, did you catch the irony? We were notified by email that our internet installation was cancelled - yet, to check that email, we would have had to have internet. Instead of an “I’m sorry” or “How can we remedy this error”, the manager became rude and snarky, stating that he could set up another appointment, but it would be in another four days, and my husband would have to take off work to wait for the technician.

The whole reason we set up installation for a week in advance on a Saturday was so that we wouldn’t have to take off work. When asked why no one called to let us know no one would be coming today (and yes, this gets really ironic), he stated that they were not allowed to call their customers. They are a phone company and not allowed to call their customers. Again, what is wrong with this picture? So, my husband told him that we would be going with another company for our internet service. The managers reply? I’ll send you an email cancelling your service, but I guess since you don’t have internet, you won’t get the email.

Is this how AT&T treats their potential customers? I can only imagine how they treat the ones who’ve already signed the contract. Not only are we cancelling our installation for today, but we will not be using AT&T ever in the future. I refuse to be treated with such disdain and poor customer service.

Ever since then, we experience the same issues, call failed, echoing, internet not at all working, NOTHING. So I called again and again. One girl credited my account the entire bill, and said a tech would call me. I waited TWO WEEKS, NO CALL BACK! So I called again, got some Laura. She said: ''well your phones are old, and you can upgrade and get a microcell.'' Yea okay, the iPhone 4 is 99 cents, great. But who’s not to say at this point in almost another 2 years it happens again, this is my life or could be.

So then I called again and got the same thing but ALSO was told that in my contract, SERVICE IS NOT guaranteed!!! I said service that I have to pay for that doesn't work ISN'T GUARANTEED! Last straw I did a customer survey. I was connected and all the supervising analyst said was “sorry you can get a microcell or just cancel.” SO now I am waiting for Verizon phones to get here. Sorry AT&T you won’t be getting any money from me. Have fun and yea ruin my credit, I do not care. You should of helped me out.

I called & spoke with Crystal and explained that I wasn't paying the full amount since I didn't have the service for the full billing period. She put me on hold & transferred me to Ban, who I explained again to that I wasn't paying them the full bill. She told me a revised final bill would come out on 10/2/13. On 9/12/13, I received a notice from a collection agency AT&T had turned me over to (at this point my bill wasn't even 30 days past due). On 9/13/13, I called AT&T & spoke with the supervisor of the billing department, Hector (employee # **) who said he was going to wash the bill clean & I had a ZERO balance. I explained I would pay what I rightfully owed but he said he just cleared the balance. On 9/16, I called to get the balance on my account & it is still $29.95. I spoke with Keisha who said the bill should have been pro-rated (I agree) & she would send it back through to have that done & then hung up on me.

Today I log on AT&T to see what it says I owe since it's past 10/2 when my new, new revised bill would be issued & it still says I owe $29.95 & my account is past due. I also called the collection agency and their balance is still $29.95. So I call AT&T AGAIN... After speaking with 4 different people, I finally got the supervisor on the phone who claims after I pay what I rightfully owe ($8.98) my balance is zero. I paid it so we will see what happens from here. I pride myself with my credit & don't want something to be wrongfully put on there. I WILL NEVER DEAL WITH AT&T AGAIN FOR ANYTHING!!!!!

I contacted AT&T several times in the past year complaining and following their troubleshooting ideas to no avail. I even had to travel to one of their bigger AT&T stores in order to get a "micro cell" at a price of $200 that they assured me was going to help my coverage issues. It didn't. During one of my phone calls to complain to them, the AT&T person told me that there was a tower down by my house and no wonder I was having coverage issues. I was upset and asked them why I hadn't been notified about that and I was still being charged $187+ a month. The person apologized and told me that AT&T will be putting up new towers in my area and I should see a big difference in my coverage by the end of July 2013. I told them at that time that I will give them until the end of July, but if I was still experiencing problems, I was going to terminate my contract with them and find another provider.

At the end of July 2013, the coverage was not better. In fact, it had become even worse. Places in my house that before I could stand at and be able to get a call out or receive a call (if I didn't move), no longer worked. I called AT&T the first of August explaining what I had gone through. After much difficulty understanding the individual because of bad English, I asked the person to check their notes and told them what I have been experiencing, etc. I was told that yes they could see that I had called quite a few times with coverage complaints and yes they could see that I had tried their troubleshooting advice. I then asked if I terminate my contract with them if I'd be charged an early termination fee which I didn't feel I should because of the "documented" problems I'd experience for the past year.

The person (whose name was Precious) told me she didn't have the authority to tell me that and transferred me to a Supervisor/Manager whose name was John. I once again explained my situation to John and was told by him that after going through all I had gone through that the early termination fees would be waived. He also told me to be sure to contact AT&T to cancel before the 20th of September 2013 so that I wouldn't incur additional phone charges. Pleased with his answer, I thanked him and 2 weeks later found another provider and signed up with them.

When I called AT&T to cancel my cell phone(s), I was then told the early termination fees could not be waived. They wanted me to try more troubleshooting, which I had to explain over again about 5 times to different people because I was constantly being transferred, that it is too late for the troubleshooting because of what their employee, John, had told me back in August, I already signed up with another provider. Also, I told them for a year I've been trying their troubleshooting suggestions to no avail. I was on the phone with AT&T for 40+ minutes being transferred from person to person. I kept asking to be transferred to someone who had the authority to waive the early termination fees and after 30+ minutes into the phone call, I was transferred to a woman, who I couldn't understand what her name was, and she stated that she just read all of the documented notes on their end and that she will get take care it. She said she was going to put me on hold for a few minutes and get right back to me.

However, after 5 minutes of being on hold, I was automatically transferred right back to the help desk where I had started 30 minutes prior again speaking with someone I couldn't even understand because of her broken English. I was so angry by then I was in tears. I called back and got a man and had to explain everything for the 6th time and got disconnected again!! By then I was so angry and frustrated and crying I just gave up trying to call them back. If this is what AT&T calls customer service, they are sadly mistaken. I have never been treated so poorly by a company whose advertisements say their service is so great and that they have exceptional coverage for their cell phones!!! I say wrong to that statement! So, I'm now past the time of return with my new provider and still looking at over $400 early termination fees for AT&T that I have told them I'm not paying. Of course, they don't care. They'll just turn me over to the collection agencies and destroy my perfect credit. I am at my wits' end and don't know where to turn from here.

Verizon works. My son switched and has had no problems but we have had to pay $155 to delete the contract. It should not be hard to make sure that your customers are happy. Their customer service at the Menifee, CA location leaves a lot to be desired! If the service was great I would not be there. As they say happy customers don't complain, unhappy ones always do. I am not calling or going in for my health and definitely not to see them..

My bill is $201.46. Is that $180 to you? No explanation, date changes, false charges and incompetent customer service. I don't want to continue service or go into detail unless someone contacts me from AT&T that can explain and clear up my account to what I agreed to. Until then, I'm searching for other phone services before the next bill does. Can't afford this for another 2 years. Car note and phone bill should not be the same price a month.

The next issue was that I received two separate bills stating two separate amounts for the installation and both were way above the $68 I was told! I was waiting for a corrected bill when my phone was disconnected. In 35 plus years, I never have had any utility company disconnect my service!!!! On my cell phone, I called them back and relented; I sent them a check for $218 vs the agreed upon $68 and had the service turned on. Today, I received my bill from AT&T and it is to the tune of $118.38 vs. just under $45 which was agreed upon. I attempted to call them back this evening and was too late. I will attempt to resolve this issue, but have little faith in what I will be told and most likely will disconnect the service and pay the financial penalty just for the peace of mind. CONSUMERS, LEARN FROM MY EXPERIENCE WITH AT&T/U-VERSE... CONSUMER BEWARE!!

I had to borrow a cell phone to make any outgoing calls, and missed any incoming calls completely for this time frame. When I called to ask them about their billing practices, I called 3 times, got 3 different associates, got 1 slightly different, 2 totally different answers to the same questions. Bottom line is, I do not owe them anything from the day I first asked them to end my account and transfer my number to another company. That day ended my service with AT&T, and any obligation for me to pay any further monthly bills. I was told the monthly billing cycle actually ended about a week AFTER the transfer, so they, in reality, owe me for that last week!

I have lost several hours of pay waiting for the technician to show up for their appointments and they don't. Worst thing is they are a communication company who is the worst at communicating to their customers. To date I still have no phone service and in the event of an emergency, I can't call 911 from my home. The cell service also is limited in my home and most calls are dropped. Important phone calls have to be made on land lines not associated with my AT&T service as it is unreliable.

Many parts of the California desert (where we spend a lot of time) have absolutely no coverage at all. I would go with ANY OTHER CARRIER before I went with AT&T again, knowing what I know now. Additionally, when you try to inquire about bundling devices together to get a better rate, they flat out lie to you, unless you really press them. I think this company is by far and away the most scandalous, deceitful and biggest rip off to consumers of any provider I have ever dealt with. I wish so much that I had gone with Verizon, nobody could possibly be as bad as AT&T.

I called back and finally got through to a person but she also said that the phone and model # were not a match and that I needed to talk to AT&T to get it straightened out and then call back I told her that I wanted to talk with a manager and she got one on the line again we went through the same issue about the phone # and model # not match she then put me on hold and when she came back on the line I was disconnected. I tried to call the Campbell store but got an automated system and there was no way to talk to a person. So I called back Asurion again and told them of the situation the last lady I talked with was very helpful and I was able to complete the process.

The issue is that it took me 1hr and 30mins of being given the run around and being told that Asurion and AT&T are 2 separate company’s and that Asurion does not have the info to file a claim. When I get car insurance they know the make and model of my car I am not asked to go back to the dealer to get the info. This is bad customer service and AT&T prides themselves as being different and customer friendly the problem is so one is just passing you on to someone else. Worst customer service ever. Also I don't believe that ASURION is not part of AT&T. If it really isn't part of AT&T then get a new carrier. The insurance carrier should have access to info thru AT&T when someone is filing a damage claim.

During the conversation I asked her several times if my bill will for sure only be $60 a month. She said yes, it's a promotion they are giving to keep customers and convert to UVerse. So I agreed and the next day a tech came out and hooked up the UVerse.

Now, a month later I'm being billed $86 a month. I called and after about 2 hours on the phone and being transferred to 5 different departments, a guy told me that there is no such offer and AT&T has never offered a plan for $60 a month. I told him I would fax over the letter and advertisement that I received in the mail that clearly states $60 a month, and he refused and said that he doesn't have a way to receive faxes or emails. I was transferred once again, and the next guy said that it turns out, I wasn't eligible for that plan. He said pretty much that there was nothing I could do because now I'm in a contract. Even though I was told in the conversation that it would be $60 a month.

I wish I could get a hold of that recorded call when I was agreeing to the contract. AT&T has to be the most dishonest company on the face of this planet. How can they legally lie to you, to get you to sign a contract and then charge you a totally different price??? And tell you there is nothing they can do?????

About a month ago, I received a letter saying I had a past due bill. After I had closed my account, I kept checking online to make sure I didn't owe them any more money. I called to talk to AT&T and was told they did not show the account had been closed and that I could have kept my Email address. The rep said she would take care of problem and told me I would receive a bill for a partial month, which would be less than $30.00. Today I received a bill for $104.14 so I called again and was told that they show the account was closed on April 19th, 2013 and were not sure why I was still being billed. I told her I would not pay for 3 months of service when the account was closed and that my next call would be to the Utility Commission. I was transferred to another department and was told the charges would be cancelled. It makes you wonder how many people would just go ahead and pay a bill they did not owe. Time will tell. Hopefully they will cancel the fraudulent charges now.

On Saturday I call AT&T again. They say they have no record of the order being placed. They will send me a new battery priority mail on Monday. I receive the battery today (August 20th), the phone still does not work. I call the lady at the Device Center. She tells me "sorry I thought you told me your phone does not power-up." You have to call the device warranty center. I call the warranty center. They try to diagnose my problem over the phone. I talk to the supervisor, he tells he is sorry, can have a replacement phone in the mail for me in 3-5 business day. What would you do if you were in my place? I have not had my phone for close to two weeks now.

Within a few days, I started receiving texts and emails that I was about to go over my data usage (I've had an unlimited data plan for years). I called AT&T and spent an hour on the line explaining the issue. I was told by the rep that my unlimited data plan was there and to ignore the messages. 30 minutes after hanging up the phone, my data plan was suspended. Another 2 hours on the phone lead to the rep telling me he had to open a ticket with another department to get my data plan working properly. He said it could take days to resolve so they were giving me a $250 credit (which I received confirmation for in email).

A few days later, the data was reactivated but I had not yet received any credit. I also noticed I was not receiving 4G speeds on my phone. I called the 800 again and was told another ticket would need to be opened to get the 4G service to work. 2 weeks later I receive no call and still did not have 4g speeds. Again, I called the 800 number and was disconnected after being on the line an hour. I tried to open a chat on the AT&T website, and immediately after typing out all the issues, I received the message "The agent has closed your chat." Livid at this point, I call the 800 number again and I am put on hold for 30 minutes.

While waiting on the line, I start up another chat and ask to speak to a manager. I finally get a manager on the chat service and explain everything that happened. First he tells me since I did not purchase the phone at AT&T they are unable to get the 4G service to work. None of the agents I previously spoke to had told me this, even the one who activated the new phone. Second, he tells me the credits that were previously promised to me in an email were not approved so I would not be receiving them. No where in the email does it state these needed to be approved and at no point did the rep who gave me these say he needed to wait for approval. It states the amount of the credits and that it will take 1-2 days to go into effect and 1-2 billing cycles to show up on the bill.

In summary:

- My data plan was wrongly suspended by AT&T. I was promised credits to my bill by one rep and told by a manager they would not be honored.

First, after a 15 minutes wait, a very heavy foreign accent operator answered and told me the details of the charge. This operator was good in reading the scripts but had no authority to fix anything. So I wanted to escalate it to his supervisor. And then my ENDLESS WAITING BEGAN. I waited for 45 minutes, then another foreign guy answered. It was echoing so badly plus his accent, I could not understand a thing. On top of that, we got disconnected. I have no results with these customer service guys - I want to cancel this AT&T Uverse service.

AT&T customer services should take some SERIOUS LESSONS from VERIZON CUSTOMER SERVICES. They are prompt, concerned and try to help you. Let alone they have English speaking people. I will CANCEL my Uverse and take my business where my time is taken with more respect. AT&T needs to improve their quality of customer services. Too bad.

I was told bill would be canceled because of no service. Got bill for the time frame when nothing worked. Contacted AT&T billing. Service person told me to ignore bill as it was auto-generated. Got letter indicating that I must pay bill and may go to collections. Attempted to contact AT&T at 800-288-2020. ALWAYS HAS 'HIGH VOLUMES OF CALLS', Automated attendant indicates that we can handle issue via Internet. Website indicates that all billing issues can NOT be handled via internet. Writing BBB to complain and Ohio PUCO.

I initially spoke with Anitra who advised the information had in fact been received on Wednesday August 7, 2013, the claim had been approved and "would now" be released. I immediately questioned why the claim was not released when it was approved and the answer received was "I am not sure; however this is being released now". Anitra advised me the phone would be shipped within 1-2 bds however I would have on Saturday. I immediately called back and spoke with another teammate Tyler, advising him that was scheduled to leave on business travel and was there any way I could receive the phone prior to Saturday August 10, 2013, Tyler assured me I would actually have the phone on Friday August 9, 2013 because the phone had already been mailed. Tyler stated I would receive and email with the shipping information therefore I could track with ease. I was elated, and thanked him for his assistance.

As of 12pm noon on Friday August 9, 2013 I had not received an email to advise of tracking status, therefore I inquired via the website. This too provided no information concerning the tracking information for the device. I called Asurion again and spoke with another teammate who advised Tyler was incorrect in what he advised me previously and due to the fact that the claim was released late Thursday evening I would not have the device until Saturday between 8am-5pm via FedEx delivery service. I accepted the answer and thanked her for her assistance. Saturday August 10, 2013, as of 10am EST I still had not received an email regarding the tracking status of the phone device therefore I called Asurion again and expressed the above listed information. I was advised per this interaction that the device had not shipped and I would not receive for another 1-2 bds, with no explanation.

I requested to speak to a supervisor or manager as this was unacceptable and I needed resolve immediately. I was connected with Tracey (not sure if correct name) who apologized profusely for the inconsistent misinformation I had been provided and advised me that the device was on back order. I advised not once in all the conversations held had anyone advised me the device was on backorder however just the opposite and assured me it was on the way. I expressed my extreme displeasure and questioned if the AT&T store would furbish me a phone to accommodate me as the client and the situation. Tracey advised she thought that would be the perfect solution and would call around to all retail stores in my area then return my call. I received a return call and to my dismay she advised the AT&T retail stores were unwilling to assist in this effort however one location did state I could come in, purchase a Go Phone for $14.99 however the activation would be free.

It was stated the retail locations are there to sell new lines of service only not accommodate these matters. Tracy then stated she would send me a $25.00 gift card which I would have in 7-10 bds to recoup the $15.00 being spent on the Go Phone. I again expressed my displeasure at the lack of attention my matter was receiving, the inconsistent messages I had received from Asurion with no ownership or accountability, and the lack of care and concern as a consumer from AT&T as clearly at this very moment I realized providing Quality Client First service was not in fact the mission however sales was the main goal. I advised Tracey as well I was to leave Monday for business travel and needed a phone badly. She offered to have the phone to onsite location where I would be, however due to corporate travel not yet being booked I did not have a location for her.

I advised I would simply leave for my conference on Tuesday August 13, 2014 therefore I would be home for the delivery of the device Monday. Well, today is Monday August 12, 2013 and to date I still have not received my email confirmation that the device was mailed, therefore yes I called Asurion Phone Claim Insurance Company yet again. I was advised that the device was not mailed, and though the account was documented from my conversation on Saturday August 10, 2013 it was on back order therefore would be yet another 3-5 bds before I would receive. I again requested to speak to a supervisor in regard to resolve. I spoke with Joanna who presented absolutely no resolve, however again apologized for the misinformation provided. I requested an address for the corporate office and I was advised I could actually speak to a teammate with the Office of the CEO for further resolve.

I was connected to Norman who reiterated all previous communications I had been advised and stated he wanted to connect me to AT&T directly to find out why the device was on backorder and expected timeframe it would be mailed. We connected to manager Shawn ** ID#**, who advised there was one communication AT&T received on August 1, 2013 stating there was a delay in shipment however that had now been resolved, therefore there should be no issue in my receipt of the cellular device. I questioned Shawn if AT&T would be willing to allow me to pick up a like device from the store as this issue has now been extended well beyond the timeframe I had been advised. Again I was told no, and that I would have to wait until I received via FedEx.

The call with AT&T then ended. After receiving this information Norman insinuated through his explanation that I appeared confused as to the facts of the situation and he wanted me to hear and understand that the device was on back order. I explained to Norman numerous times though my perception is he did not understand the overall issue. I made numerous phone calls to Asurion in regard to my claim and was repeatedly given false and inconsistent information to include management conversations. I questioned Norman what was Asurion willing to do to accommodate me for the inconvenience and misinformation as I now have to go on business travel without a device. Norman advised me I could go into any retail location and purchase the phone at retail value, and I would then be reimbursed. I cannot begin to express to you the level of anger I begin to feel at that very moment. This device retails at $600.00 further more. Am I truly supposed to believe I am going to receive "timely" reimbursement after what I have had to endure in simply trying to obtain a new replacement phone?

Why would a teammate working for the Office of the CEO offer such an asinine non-customer friendly resolution to such an issue? As a customer representative the teammate should offer resolutions that are going to truly resolve the client hardship, especially when the company is at fault. Switching my phone from Sprint to AT&T was the worst mistake I could have ever made. I can state if this happened to me while in a Sprint contract, I would have been offered a loaner phone as I was offered that previously as I was with Sprint for 10 years, and I can rest assured they would have offered me a device out of their store. Why... because is how a true Client First experience should be. I have requested the $199.00 deductible be waived as a courtesy based on what I have endured, I was advised "No". I have requested my current bill be reduced in some way as a courtesy, and I was again advised "No". What I have encountered with AT&T Wireless and the company in which they utilize for phone claims Asurion is horrible to say the least.

Only after talking to the disconnect office for the 3rd time was I able to find out what the problem was. Both depts are good at transferring your calls but numerous times they refused to give me an address to make a formal complaint. Also they don't or won't communicate with each other to settle the complaint. If you unbundle, they won't restore you back to where you were. They verbally tell you in sales that you will still be bundled and will save money, but for 2 months I haven't gotten regular bills. They should change their motto, "Think Possible", to "We promise you bad communication!"

I asked to speak to the manager but he won't honor the waive. He said that the agent didn't note on their record about the waived fee. I told him that the agent lied to me and he, as a manager, is backing up the lying agent. He said that he is honoring their policy about upgrade fee but I told him that he is not honoring the courtesy that was offered to me by the agent. The manager refused to honor the promise of waive fee. He told me that it's only a one time courtesy which nobody informed me. AT&T IS A LYING PHONE COMPANY!!!!

I didn't ask for an upgrade. I asked simply for at least the same phone I originally purchased which has the same features. And I also told them I'm not extending any contract for another two years when I have not been satisfied to this point with their lack of problem solving skills and customer service abilities and in turn they have basically told me there's nothing they can nor will do since I don't want to pay nor extend a contract at this point. Yet they still expect me to pay a bill for a phone that doesn't work.

Further supporting this is the hassle to get a hold of someone in billing who can help in actually looking at your bill and agreement, and get them to admit they made an error. When you ask a simple question of "why this would have occurred and why we have to call to get this correctly each time" they NEVER answer the question. They just say, "Oh I can fix that for you", but never can answer the real question of why we were overbilled in the first place. Because of the monthly re-occurrence of this issue, it makes no sense why this would happen and why we are required to continually have to call to get the correct monthly charge applied. We are close to changing back to Cox Communication, even if it is a little more money. Our time is worth more than spending hours on the phone to resolve billing issues. AT&T doing everything they can to rip people off through overbilling and hoping customers do not catch it.

I called back to AT&T and was given the run around (being put on hold and transferred numerous times for 2hrs and 20min), till I was told that the $449.00 was a non-refundable deposit. The customer service I received from AT&T Accounts Receivable Department representatives has be unsympathetic, harsh, and non-compliant with chain of command tactics. When I asked the AR Depart representative, who could I speak to that is next of chain of command, I was told my financial institution, and that AT&T WILL NOT REFUND MY MONEY! I contacted my financial institution, The Better Business Bureau, and now Consumer Affairs. I will continue to notify the public of this companies fraudulent behavior, bullying tactics, and unmoral and unethical behavior!!! AT&T has stolen my money and refuses to pay it back. I will not stop until I am whole!!! I am about to contact my local news stations!!! I am a single mother who is in school. My son and I live off of my 1 income and this has ruined my budget and has caused me a great deal of stress and anxiety.

This has happened to me over and over again. I am being robbed. And I'm sure I am not the only one, thousands of us are probably being charged data overage and not able to use what we pay for. I complained to the BBB and my complaint was not answered in a satisfactory manner. After my conversations with the representatives from the "Office of President of AT&T" my impression was if I don't like it go somewhere else. Well, they know I can't, I have no other option at this time but to use AT&T. Their revenue last year was $127 BILLION - THIEVES! I do not recommend AT&T to anyone unless you like giving your money away and being taken advantage of.

Well, after some discussion, I realized that upgrading to the iPhone 5 would mean that neither of us would be eligible for another upgrade for 18 months, meaning that if Apple introduced a new iPhone, we'd have to pay the full price for. So I decided against the purchase. I apologized to Christa for taking up her time. She told me "Okay, no problem," and I walked out of the store. A couple of hours later (as my wife and I were leaving a movie) I noticed my phone was DEAD. That's right, my phone had NO SERVICE. My wife asked me what was wrong with my phone, so I fessed up and told her I tried to buy her a gift for her upcoming birthday and (after giving the sales rep my account information) decided against the purchase.

We quickly realized the phone had been turned off out of spite because I backed out of the sales deal. We got an AT&T rep on the phone, who told us we had to file a "Buyer's Remorse" form. I told her I needed the phone turned back on immediately and didn't have time to fill out forms. We drove to the AT&T store, confronted store manager Antonio and Christa herself, who immediately began insulting us and accusing me of walking out in the middle of a transaction. Mind you, Christa told me that no phone service would change - nothing would happen to our service - until after my wife opened her gift and called AT&T to activate her phone.

Christa screamed at my wife, telling her she should have been in the store when the transaction was made so she could decide for herself if she wanted the phone. The store quickly cleared of customers as Christa (the sales rep) raised her high, squeaky voice. Antonio (the manager) made a feeble attempt to smooth things over by telling us that the service was cut off because I had walked out in the middle of the deal (this was obvious BS). My wife and I were on the phone with AT&T for about an hour as the rep on the phone tried to sort out this mess. The national rep ended up apologizing when she realized no sale of a phone had been made and that my phone service should not have been suspended.

The phone service eventually got turned back on but the national rep told my wife we'd be charged a $36 upgrade on our bill and gave us a number to call to have the fee removed (after the bill comes). I realized when my phone was suspended that my only mistake had been to walk into an AT&T store. We will never, ever, ever, go into an AT&T store on this or any other planet. When our contract is over, we will do our research to find out which (if any) of the other companies (Verizon, Sprint, etc.) has a reputable sales staff to help us make our purchases and upgrades.

Then, this gets even better....... My mother-in-law, in a rest home, needs service and the only service they can choose is--- you guessed it ---AT&T. So I order service for her, and for 4 months the bill continuously comes to me in the wrong name. I write them letters but they don't correct the billing. Still I pay each month. Then, finally, fed up I just discontinue the service with them. Call them and they still bring up the same old wrong account, which has been paid, but is now in dispute according to their "pristine" records. GRRRRRR.

Why did att lie to me about this why? I longer longer have service with them. Also the ** lady - I had just pd my bill that morning - she told me she was returning my funds back to my card at the bank, which she did. Now a .t .t. wants me to pd them back. No way, I had no services. They can forget this ever. I have been lie to, chg for service at times that was not rented, because no signals, only when we dr 17 miles to use them and our laptop. I can tell you more if you like. a.t.t. is a joke, believe me we found them out the hard way. Ok thank you.

I then called at 6:45 am the next morning to be asked all the same questions and I'm told that there would be a serviceman out there between 8am and 8pm today (Friday). Oh, and please keep the line open that I was calling on (cell phone) as they would be calling before showing up. EXCUSE ME, I'm tied up again from 8 to 8 and then I can't even use my cell phone? What the FRACK!!! At approximately 8:45 am, I hear someone outside. Then an AT&T man rings my bell and says everything is fixed as it was a cut line outside. OUTSIDE - NOT INSIDE - no reason to be home, cancel plans, don't go to the gym, etc. Oh, and then he tells me that only he could have fixed this as the serviceman who was out in the street yesterday fixing someone else’s problem was not trained to fix this "cut" wire.

Oh goodie, it took all of three minutes to fix this cut wire by this "trained serviceman." Key word here was cut - cut by who??? Then later when I called AT&T to complain, all they can do for me is a $15 credit. They then transferred me to a department to have phone made separate so it won't go down when TV/Internet does. I went through the whole problem with the lady and asked if it will cost me to have it changed back to a regular landline when she said, "Oh, you have the wrong department." I finally just told her I was hanging up that I'd had enough of AT&T for now.

I shipped back all the equipment and I told him (AT&T representative) if I don't want this service, I will send it back. He didn't say that I have to pay the installation fee (activation fee) or whatever fee that is... and I have an issue on my phone line. And somehow, she asked me about my internet services and I told her I sent it back because I received an email for over $200 bill. She tried to make up with all the reward but I don't want it. If I knew in the first place that I have to pay the $49 for activation fee no matter what, then I do not want this service whatsoever. I don't want to pay a penny on this situation. She forwarded me to a different station. I spoke to her in over an hour, and then another representative does not even want to work with me whatsoever, because when they finished installation, I have to pay the fee. And AT&T sent me an email when I got the service but I checked all my email. I have several mails from AT&T but not that. I need to know, what should I do?

Finally I told them if I was overbilled one more time; I had my bill certified, I was going to cancel my contract without being penalized. It was agreed too. Sure enough, my $129.00 bill came in at $244.00. I was at the office, turned in my phone and severed all ties with AT&T. Now I review my credit report because they have put a $1,050 collection against me, even if they were to charge me the bill $244 + $350 termination fee that is only $599!!! Even in collections they are overbilling me. Get it together AT&T!!!

A "supervisor" by the name of Tywanna ** came on the line. After explaining my situation, she told me there was nothing she would do to restore my service until I made payment. With having no cards, unable to drive, having been bedridden for almost two full months, I was advising this TYWANNA ** that my line was out of contract and I would be cancelling lines if this is the customer service I was to receive at an awful time. Tywanna stated she could cancel the line for me if that's what I wanted. So AT&T reps are not trained on retaining customers? I simply can't jump in the car and drive there nor process payment due to not having any new cards yet. And this is the customer service I get? I will be cancelling service and my son will be sending this out in the FRONTIER Communications newsletter.

I have talked with someone from AT&T and I told that person I couldn't pay $8,000. That's why I'm over in Afghanistan working to play catch up on my bills, not to create a new bill. I have asked numerous of times if they could put me on a payment plan. They told me no, I would have to pay the $8,000. Oh, on top of that, they are still charging me like I still use the cell phone like it’s a monthly billing cycle. Someone please help me or I will take this and go national to the news and tell how AT&T doesn't help their customers out. I have been with AT&T for almost 2 years now.

We first contacted AT&T in March and filed a dispute. We were told we would be contacted soon. Since then, we have contacted them four more times, and they agreed they do not have the 11 lines. We are not getting anywhere. The most amazing part is THEY ARE STILL BILLING US FOR THOSE LINES!!! We have contacted the Attorney General in our area, but feel the need to be more proactive. Please advise. We do not have a no class action suit contract as we have had these same lines for decades. Thank you.

I did not want to sign up for that kind of a rate so they assured me it would be much lower, even lower than what we had been paying for prior to this huge bill. I said, "How much?" They gave me a quote of $214.68. I said, "What about the taxes? That is always a killer." And AT&T said that with the taxes, the service should not be more than $226.48. "I don't want to okay this on the phone and then you change the rate on me as you have done in the past. I want it in writing," So they put it in writing and gave me a confirmation code too.

I also checked on renewal and they said, "You have to call and cancel in Feb of 2014 or they automatically renew." So I put a note on the contract they sent me. The first month's bill was higher but they said they would adjust; the next month's bill was higher yet, but we paid it. I was not in a fighting mood. Then the next month bill came and now it is more than $50 over. So now we call again and and after several hours of transfers and them hanging up on you, we finally reached a customer service person who said no such contract, they don't put quotes in writing, and the bill is what it is. Tough luck.

I hate AT&T and it's no wonder they don't have offices with this kind of customer service. This needs to be stopped. This is our business and we need the phone line to work. They hold the power and they know it and that is why they don't care.

This is not the first time I have had problems with U-verse. The problems started the first time I had my service transferred to a new residence a year ago. It has been a nightmare ever since. Instead of a simple transfer, they totally closed my account and I had to reapply with credit check and all. This subsequently put me to the back of the installation waiting queue. I was without surviving for a week and a half. I got an apology and promised credits that I never received. This last incident was the last straw. I called to cancel my service. Now, they want to hit me with contract cancellation fees and threats of collection agencies and damage to my credit. Why should I suffer because I refuse to tolerate bad customer service?

On contacting AT&T customer service, I was told this was their new policy. Too bad, pound salt and I was refused any further resolution. I missed AT&T's semi-secret announcement of their unilateral decision to impose new terms and conditions on my cell phone agreement. This change in policy seems unfair in that creating the contract required a meeting and mutual understanding between AT&T and myself and this modification to the agreement is made solely by and to the sole benefit of AT&T. When I signed up for the unlimited service, AT&T never disclosed the intent to purposefully throttle or limit my data connection in any way.

Now, customer service (AT&T) is misrepresenting legal-ezee buried in their boiler plate about no guarantee in data speed. I do not believe this clause was ever intended to be used as a tool for punishment to control my guarantee of unlimited data use, rather as reasonable protection for AT&T, in the unlikely event of circumstance beyond their control. The network traffic is directly and only in their control, and AT&T's new policy is in complete contrast to the common understanding for the English word "unlimited."

Also, the new 3 gig cap only equals the average data plan and is less than the 4 gig plan on one of my other iPhone. How can my unlimited plan be more restrictive than my limited plan? Unlimited now means 3 gig to AT&T, something impossible for a reasonable person to comprehend. This modified policy is unfair and singles out only the customers with old unlimited data plans. The new policy is an attempt by AT&T to reduce the value of the plan agreed to previously with AT&T. And this modification to the agreed plan is one-sided and only benefits AT&T and is clearly leverage to force customers out of existing agreements and into more lucrative plans for AT&T. The only resolution offered by AT&T was to threaten to limit my unlimited data agreement, or for me to enter into a new more expensive limited data plan.

All of the options and conclusions offered by AT&T are unreasonable in this regard and place the customer at great disadvantage in light of the clarity of the previous agreement for "unlimited" service. As of now, AT&T has only threatened to limit my service. However, this action by AT&T has prompted me to begin preparation for possible future action in the event it seems prudent at the time.

Right now, I am ready to pay my bill, but the old bill is still sitting there and I can't pay because it still demands and says that I am past due, which I am not. Their online system will not let me pay anything other than the amount that they have posted, which means they will cut my service and charge me the reconnection fee. I don't understand why something isn't being done about this "MONEY HOG". This is not fair to the American consumer, that one person/persons try to steal money from its citizens that way.

An angry phone call (from a friend's phone) got my service turned back on. I paid the correct $35 owed to bring me to balance 0. I waited for my first real, hopefully correct, bill. Nope, $162 including $50 restoration charge for turning my service back on that shouldn't have been shut off in the first place, and other payment fees?! The scary part was that the girl from AT&T customer service was a little too quick to dismiss the charges and take them off my bill. Thanks, but that leads me to believe that AT&T is just adding charges to people's bills for no reason other than they're just taking advantage of people. If something is really owed, you should have to go through more to get it taken off right? Otherwise, why just take it off so quickly unless it shouldn't have been there in the first place and you're just trying to see if you can get away with it.

After reading the numerous consumer reports about this issue and seeing that MANY had the same issue as me, I'd say AT&T has some explaining to do.

Then after a minute conversation with her, he came over and said they won't be able to do cash. Then he said they will need to send a check that may take 30 days to get. He then stated that he called all the other store managers to see if they can do it but they weren't able to find a way. All of a sudden, he changed what he said from the beginning. So then, I talked to AT&T over and over. I got some calls from some execs but they never returned my call once I called back. They said I need to deal with the store and that they will refund everything but the restock fee and that they will just credit the account for that, which doesn't help me since I'm closing the account. Then I went to the store for the fifth time now and of course received the worst service yet. Amanda the manager skipped over me and helped three people behind me.

Then I flagged her down and she said she thought I was with someone else. I told her I just want to cancel the account and just get away from AT&T. She then put me on the phone with customer service and walked away. Then she went on lunch and I'm sitting there with no one helping me in person and on hole for over 30 minutes. Then the lady I talked to said she can't help me because I don't know my number and that I should know it. I replied, “I had the phone for such a short time and why does it matter if I don't know; you don't tell me what I need to know.” She then said she can't help. I told her, “You usually look it up by SSN. Can't you do that?” She hesitated and said yes and I told her I want a manager. She put me on hold for 20 minutes.

I decided I am over AT&T. I walked up to the reps in the store and told them sarcastically, “Thanks for the wonderful service once again.” I dropped their phone on the desk and just left. They are a joke there. I talked more and more with AT&T customer service and some say I will get a full refund but then say they can't and it’s just a big cluster **. I don't know if I will get my refund. I believe it when I talk to someone and then I went in person and they don't know what the hell I'm talking about. They have the worst customer service possible. Most of their reps don't know what I'm talking about until I basically explain it over like 30 times. Each phone call is at least an hour and I've wasted too much already.

I have also filed a complaint with the FCC, which has never been answered. The American public has a right to know if they are being taken to the cleaners. AT&T is suave enough to do it in small incremental charges that do not necessarily raise any red flags; however, not a single person can explain the additional charges. The operators tell me that AT&T can arbitrarily add on to any of the consumer bills without notifying them. When you call to ask for an explanation, their words exactly is "there must be a glitch" in the system. If in fact there is a glitch in the system, they owe the American public a great deal of refunds. Taking advantage of the public is deceitful. I think there is a law against taking advantage of the elderly. I want this thoroughly investigated. Thank you.

My most recent adventure with them (7 years after being a customer) is a $250 bill being charged to my checking account and locking down my account because of insufficient funds. I keep just enough in checking for this reason! It took some arguing to get me through to someone who would help. They found that it was fraud and were unwilling to refund, so now my bank has to waste their time with it. My bank is livid over this and are supposed to be contacting AT&T.

Do not buy anything from them!! All they want is their money, regardless of where it comes from!

Some people may suggest that I cancel my daughter's phone. Well, that would be fine and dandy if there wasn't an expensive cancellation fee that I'm bound to for 2 years. I feel that AT&T has the technology to provide parents with the controls of freezing the data plan when it reaches a certain level, yet they do not offer it because they're making lots of money. Please sign this petition to help consumers and parents have more control over the data fees they are charged. I'm surprised that there isn't a class action regarding this.

When running into the problem, I found that if I install a new line in the house and shifted services over to Vonage, I can save over $250 a year. I have been without a phone and email service for five days. When I return, a complaint will registered with the proper government agency, and I will be calling my US Senator. I have been with AT&T for over 30 years, and 20 years of long distance service. The final warning for consumers: be careful when you switch from DSL to fiber optics. The transfer was simple. It’s the accounting that can cause major problems for you.

I then continued to receive services at **, receiving a bill/statement every month sent to me stating that I did not owe anything because I had a credit in my account that took care of the monthly charge. All of a sudden, I find out that there has been a collection reported to the three credit bureaus by IC Systems Inc. I called this agency, and they say it’s an unpaid debt to AT&T for $78.81. Meanwhile, I have in my hand a current statement saying I owe no money due to the credit I had in my account.

Complaint #1: I was NOT made aware by ANYONE (collection agency or AT&T) that I owed any money or given an opportunity to dispute until after it had already negatively affected my credit score. I believe the reason for this is that AT&T told them to send the notice to **, and I did not receive the letter because I did not live there anymore. Complaint #2: I tried on numerous occasions to get this matter resolved with many representatives, and I was told I would be receiving a call from their supervisor, another department, etc. and did NOT receive one call! Complaint #3: After being told by AT&T and the collection agency that they could not help me (it was out of their hands), I decided to pay the money I did NOT owe to avoid continued negative reports to my credit score.

I want nothing more than this matter to be made right. I want this removed from my credit history and the return of the money I paid: $78.81! If I do not receive either, I want a very specific explanation as to exactly why I owe that money. For example, a copy of the specific bill including the dates I received services and where I received them, and an explanation as to why I did not receive a notice prior to it being reported to the credit bureaus when AT&T obviously knew my current location.

My account was closed leaving a total bill of over $3,000. Upon my return back to the US, I immediately began to try to remedy the situation. AT&T was gracious enough to get the bill down to $2,000. However there was still a problem. I could not use my phone because the remaining $2,000 needed to be paid in full before I could resume use of my phone. Late March, early April through several phone calls, including to the office of the CEO of AT&T, I informed them I did not want to skip on paying my bill. I just wanted to be able to pay it off in payments and still have the use of my phone. They refused. They had even gone as far to say that I had until April 15th to pay the bill in full or else my account would be completely inactive. The account was officially closed 5 days before the 15th, going against their word.

Until this recent event, my experience with AT&T was great. I have now had to temporarily go with T-Mobile whose coverage in my area is horrible. This is a terrible time for me to be without good service since I am being contacted by radio and TV to interview me for my experience with Sea Shepherd. If there was any remedy to my satisfaction, I would like AT&T to rectify their broken word with me and enable me to resume my service with them and enable me to pay my bill like a good customer in a timely manner.

I called AT&T. The woman I spoke to said, "You do not have a texting plan." I questioned her about this and assured her I had been sending and receiving texts for months. She finally said, "Well, it was removed two days ago." This could have been something you'd think she would have mentioned right off the bat. She said it would take several days for the texting to come back. I was traveling and this was unacceptable. I asked to speak to a supervisor, who verified that it had been removed and that an international texting option had been added. I had not done so. He said he would fix everything and my texting came back while we were on the phone as he reinstated it. There also seemed to be some question about my plan, and I had him verify that it should be my old plan.

Today, I got a bill that was $45 more than my previous one. I did an online chat with an AT&T representative who directed me to the bill. The fact that I had gotten a credit for changing voice and text plans (which I had not done) and then having the new plans removed; the reason the bill was higher, apparently, was that they had to start over with my new/old plan; I was being charged in advance for two weeks. She gave me a $25 credit since they had made a mistake. My advice to anyone dealing with AT&T is to record every conversation you ever have with them. I pasted our online chat into a document and added the date, making sure to have reiterated that I expected my next bill to be what my old, grandfathered-in-plan bills were. She said yes. The issue was resolved, but the fact that it happened more than once and took a chunk of time to fix, is annoying.

It has come to my attention that this section of the company comes under different rules and regulations. I found out when I made arrangements to pay my phone bill on the 15th when I got paid for social security. This did not carry over to the cell phone; therefore, if I do not pay it, it will get cancelled and a $40 restoration fee will be charged. What were the consequences after being with AT&T all my life (55 years)? I have to try another carrier.

I went all the way to Randall Stephenson's office. He would not accommodate me in any way and after several communications had his underling contact me to tell me the cancellation fee stands and that basically they couldn't care less about the fact that I could not use the service. There is no guarantee it will work and it's the customer's problem if it doesn't. I will be filing a suit, and I intend to file a complaint every day with the FCC until they resolve this issue. There is another issue with AT&T which I will address in another complaint here.

Overall, he was professional and worked with me to resolve the problems.

Original Review: April 24, 2013

Mr. ** convinced me and my wife on March 11, 2013 that my phone was broken and that the iPhone4, which was our earned upgrade for $0.95, would be an excellent move for both of us. He did so by explaining the one-time activation fee charge, plus it will only be $30 a month more than the plan we had in place, plus the extra charge for insuring the iPhones if we choose to do so for $9.95 a month per phone (2). The one-time activation fee was $36 per phone. The bill came last week and it is $199 more than we figured it would be, plus the one iPhone dropped all my contacts’ phone numbers on Sunday. The Apple technician told me that there is no way to replace them unless I do so one at a time. He told me that the store, where I purchased the product(s), should have explained this limitation to me and made a back up for an event like this.

We are on fixed income and have no resources for this massive increase in our services for what AT&T Mobility has done. We will not be able to pay this bill or any others like it, just what we agreed to pay with Mr. ** in the alleged contract that he verbally presented to us. I have contacted the BBB in an effort to communicate with AT&T management in these matters, as my hearing is so bad that communication by voice is highly compromised. It's one of the reasons we were sold on iPhone as it has a keypad and several options to communicate by telephone for people with disabilities.

When I moved to a new location, the reception on my cell phone was unacceptable. If I was lucky, I was able to find a very small part of the house where the phone would work, and I would have to stay there to continue the call. Calls were going to voice mail without the phone ringing or ending up in voice mail as long as a couple of days later. When I contacted AT&T about the problem, I asked them to waive the contract fee so I could get a carrier whose service works where I live. I was shocked at their response.

It seems that AT&T does not guarantee that the service you get from them will perform to standards. In fact, I was told that there was no guarantee that the service will work at all. She told me that service in the area works and that if it didn't work in my home, that was my problem, not theirs. When I questioned her further, she refused to make an adjustment to the bill and basically told me that I had no right to expect service, and that if the service didn't work properly, they would not waive the cancellation fees. My choice was to continue paying them until the contract was over and getting substandard and unacceptable service, or cancel the service and be billed and presumably sued for the cancellation fees. This is after over 10 years of customer loyalty. I chose to cancel the service.

I use another carrier now. The cost is about half as much for about twice the service. The reception is better. There is no contract. There are no surprises. There are no cancellation fees. And there are no bad attitudes to deal with.

I filed a complaint with the BBB and the company would not make an adjustment. I intend to bring this up to the highest level in AT&T and I will not pay the fee. When and if they try to sue, I'll deal with them then. In the meanwhile, I will do all I can to put everyone on notice that these phone, internet, and television companies are bending us all over with these ridiculous fees and contracts. And when one of them will not even stand behind their products, it's even worse. Call this a crusade for now. I don't know about you, but I'm tired of getting screwed by these people.

I wish I would not have purchased a new contract with them for the cellphone, since I am so tired of their customer service department. They act as if they are doing me a favor. Had they just told me from the beginning that it could take at least a week to fix, I would have just paid the other account without asking them to transfer between the two. The most annoying thing was the reps; they had attitudes, especially the so called manager telling me after the fact that I should have just paid it. Why not say that in the first place then?

I am still receiving bills from AT&T even after speaking with collections, as AT&T had determined that I had received these two phones and that I was responsible for the bills. I told the representative that this wasn't true, and I would not pay this bill. On 3/14/13, I received another letter from AT&T stating that I must pay an unpaid balance of $206.55, or my service would be disconnected. This is unreasonable. I paid a bill of $136.39 on 2/27/13. My monthly bill has been $45.16. My service was disconnected on 3/22/13, even though my bill wasn't due until 3/24/13. I am attaching copies of all the correspondence in my possession. I just want my service reconnected, and I will pay my monthly fee; but not for these two iPhones that I never ordered or received.

On 3/21, a service rep upgraded my phone to the Galaxy 3. When I received the package the next day, it only had the front and a SIM card in the box. There was no back and the phone I have is not interchangeable. I called the AT&T Customer Care to be placed on hold twice, waiting at least 15 minutes each time on 3/22 at 5:07 & 5:25. At 5:32, a warranty representative called me back. The representative informed me that there was no back available. She first tried to send me a battery & charger but I would be responsible to find a back. At that point, my patience was at its end! She did call the surrounding area stores for me to go and obtain the back. No area stores had one. She was trying to give me a Samsung Focus S. I explained to her that I wanted an Android. Finally, after I asked her 3 times, she let me speak with her supervisor.

The next young lady tried to give me the Focus as well & informed me that the iPhone was the better of the phones, that my battery was low, tower was bad and it was a busy peak of the day. After a total of 55 minutes with those 2 young ladies, we ended our call with me still extremely unsatisfied. I called back again & a young man was going to review my complaint then call me back. A couple of hours later, I received an email with no help. I called back again for the fifth time of the evening. The Customer Service rep (Amy) put me right in touch with the Warranty Dept and the very polite and pleasant young lady (Shara) ordered a complete Galaxy for me with a set call back date on Wednesday, 03/27/13 at 6:00 to make sure that I received the package and that I'm satisfied. On Sunday, she sent me another text with the tracing phone number and advised me the phone would be here by Tuesday. I hope all of the calls and employees I dealt with are documented in my account. I still love AT&T.

When I switched to UVerse because of another AT&T promotional offer, it led to a problem. DirecTV began insisting I owe them the balance of their contract (approx. $250) because they asserted I had contracted for two years of service. I insist that I did not. The main reason is that I never would have agreed to anything for two years, because, at the time, my ability to even afford the rent of the apartment I was living in was based on some assistance. That assistance was based on year-to-year approval. I never would have agreed to a two-year contract as is now being asserted, had anyone with DirecTV or AT&T (who had promoted this deal) ever mentioned anything about two years. In addition, I had trouble with the quality of their service the entire time I had DirecTV.

Please note that even though I have continued to contest this bill with DirecTV, AT&T, and others, a variety of collections agencies are harassing me for this money. However, this is just a side matter, and not the reason I am writing you now. When I moved from the apartment on Ardmore to **, I kept AT&T, but chose the Fast Access DSL Service, because I did not want to contract for cable TV service. My building was going to provide that included in the rent (through Comcast). Six months after that, my landlord gave me an opportunity to move into a nicer apartment in the building. When I moved into apt. **, AT&T told me I could not have the same Fast Access DSL Service, because you were in the process of phasing it out. I had to accept AT&T UVerse. I then went through an almost two-month process of trying to get UVerse installed and running in apt. **.

I seem to remember as many as eight different AT&T technicians visiting my apartment, and they were all unable to get the UVerse operational in my new apartment. I even asked AT&T again if they would just install the same Fast Access DSL I had while in apt. **, but again they repeated, “We are phasing it out.” I finally had to give up and have Comcast installed. I returned all of the equipment to AT&T, and AT&T closed out my account. I was told that I was due a refund of approximately $250, and was sent a check. Not more than a month after that, I received a new AT&T bill for $100. It appeared to have been generated because of my request to move my AT &T service from apt. ** to apt. **. Since I had returned all of the equipment you sent me in regards to the effort, and since I had just previously gotten a check from you closing my account, I don’t believe I owe you for moving service from one apartment to another in the same building because you failed to do so. I explained this in a note I wrote on the bill and returned it to you. I explained to your people on the phone that you were unable to make the UVerse work in apt. **, and so I don’t owe $100.

Needless to say, those bills have continued to come for the last year, and bills from various collections agencies on your behalf. There have also been many harassing telephone calls made to me at home and at work regarding this erroneous bill for $100 for installation. What is even more ironic is that after having Comcast for six months to a year, I became disappointed with their rate increases, and with the charges they add for things they should not. I contacted AT&T again and switched back to AT&T. This time, thankfully, they were able to install the UVerse in apt. ** after sending out only two technicians. I have now been happy with my new UVerse service for about two months.

I would like to make this a business relationship that continues to work for me. I would like you to see that this erroneous bill matter is resolved. I am getting and paying the new bills for the UVerse service. However, I am still being harassed by collections agencies for the $100 that you told them I owed for the installation that never occurred. I would be happy to present the documentation I have in this matter to a judge. So much of my time has been wasted on that effort, that I honestly feel AT&T should owe me. I wish I had a Nichol for every time you or a collections agency has bothered me about this erroneous bill for $100 in the last year. My credit report is currently damaged by this erroneous information.

This harassment continues today. In your name and on your behalf, a collections agency just called me. They resorted to what I feel was an attempt to intimidate me. I honestly feel a little uneasy about the way they presented this attempt to collect a debt. It was hostile, and it seemed as though the person was trying to scare me into paying. After ignoring what I was trying to explain and reading a notice of some sort to me for nearly five minutes, she asked me to verify where I live. As soon as I did, she then started asking me if this is where I can be located if someone wants to physically get in touch with me. I have already asked these collections agencies several times to stop calling me every day, and have explained to them several times that this is an erroneous bill. They don’t seem to care. They have called me daily sometimes and weekly others. The calls come when I am at work and at home. They call the first thing in the morning, and the last hour they can at night. All of this is on your behalf.

I beg of you to make it stop. It is an erroneous bill in the first place. Check your records. Let’s get this resolved. I do not want to have to file a lawsuit against AT&T and its collections agencies, or help to organize a class action regarding such behavior on your behalf. I want my credit report corrected in regards to this matter, and while you are at it, some acknowledgement in your role regarding the dispute with DirecTV at the beginning of this letter would also help. Your advertisements led me into doing business with them. I never was told it was a two-year contract when I had AT&T installed on my computer and DirecTV for television, all because of a promotion that you sent me.

Please respond, and let’s get this matter over resolved once and for all. Until we get it resolved, I will always be shopping for a new internet service provider. I especially would like to find one without a record of harassing me and letting its size and reputation and governmental connections created by The Patriot Act make me feel intimidated into paying a debt I do not owe.

I called and paid the December regular charge of $51. AT&T kept sending me charges and higher charges. Now, I received a letter from EOS CCA, a third party collector, asking for $376.38. For what? How do I dispute it? What AT&T looks like to be is a rapacious monster sucking any cents from its customers. I got a line, I stopped paying the line and why in the world it doesn't work any other phone company? You stop paying, you lose the line, that's it. Why all this greed? And if they want me to pay the last two months, January and February, that would be $102, not $376.38. And if I have to pay a fee for breaking the contract, that is usually around $100. I surely hope not in the rest of my life to do any business with AT&T. It's a shame that such a gigantic company behaves in such a petty and unfair way.

All this time I thought I was still dealing with AT&T. They now tell me that they cannot hook me back up with AT&T U-verse for 7 days and I will get a check back for the tax I paid on it although I paid cash for the tax. AT&T U-verse did not show up on the 7th day, so I spent 2 hours on the phone with AT&T U-verse on the 7th day to try and get my home phone back up, which I have had (this phone #) for 40 years with AT&T. They now tell me it will be another 4 days before they can get a man out to hook me back up. I believe that these young men are selling this MS Wireless in an AT&T booth. They all had AT&T on their shirts.

This has been a nightmare as all people are trying to call me and they think something is wrong as my phone is shut off. We are in our 70's and need our home phone. I thought I was dealing with AT&T and I feel like there is a scam going on there. Could you look into this for me as I don't want anyone else to have to go through what I have? Thank you.

On Feb. 18th, 2013, it was the same thing. I started getting email and text alerts that this same phone line was being billed $15 for having gone over the Data Usage of 200 MB. I called back, spoke this time to Adam. He said it's still in processing, to wait another week. On March 3rd, 2013, I got another message (6th total) that I was being billed for Data Usage overages of $15/per occurrence. Very angry now, I phoned again, spoke with Renee. She indicated that she didn't see anything in the account notes regarding the previous dialogue! She would have to research and call me back the next morning. There was no phone call!

On March 5th, I received 2 more emails with data usage alerts, $15/for each one (okay, so now this is 8 times $15=$120 in overage fees in 1 month!). This time, I spoke with Tom. He said that I would need to physically have that phone before he could help me (it's my daughter's phone and she's in school at this time I'm on the phone.). So once again, he said he would have someone call me back after 6 pm today!

So please beware of these data usage alerts. They are not always legitimate overages! The saga continues ...

Apparently, AT&T never received the router (they never sent me a soft copy by email of the packing slip to start with), placed the onus on me to locate the tracking number with the local UPS store (not my responsibility), and suspended my service twice now for "nonpayment of fees". All this despite having spoken to one service rep in January who stated that they had received the router, and two other reps within the first week of February who stated that the charges on my account will be dropped and this will be taken care of. Furthermore, I spoke to two representatives who stated that their colleagues had lied to me when they said that they had indeed received the router. Other reps were rude, and stated outright that I either had to pay or find the tracking number/router to reinstate my service.

Additionally, having contacted the UPS store, their policy is that they do not save AT&T related tracking numbers on their system. So, my choices are, I either complain to someone real high up at AT&T who can take care of this, or as the UPS employee graciously offered to do, call them up and talk to them personally and insist that the box was shipped up by UPS. Until then, I deal, as a paying customer, with disrupted service, lost time on the phone and going in circles, with bewildered, clueless and nasty reps at AT&T, and just a horrible quality of service overall. Also, I've now been held at ransom; I pay or suffer, or both.

I want the additional false charge for the old router to be cancelled. I want my service reinstated. I want to speak to someone high enough who can tell me why AT&T employees are so poorly trained and subject paying customers to terrible attitude.

A month ago, AT&T had us buy an app called 3G Watchdog Pro to monitor data usage. It shows that no data has been used on the AT&T network (the mobile data network has been disabled for months) and just a few MB of data per week are used on our home WiFi network. AT&T has no idea why this is happening, so I anticipate we will need to change carriers. The service is unusable. I've been a customer of AT&T and its predecessors for the past 12 years. Such a shame.

I wish I had another choice other than AT&T for DSL service. I knew this would happen, that's why I didn’t want to put my card # on file in the first place. So anyway, I called back this morning. There were no notes in my account. No one I spoke with knew anything I discussed with reps on Friday. Very frustrating. So I was tossed from customer service to Accts Receivables again, then back and forth again, then the guy who put me on hold without saying anything just tossed me to Retention dept. Believe it or not, April, the rep I spoke with was the most helpful of all the reps I spoke with. She was very professional and calmed me down and listened to my situation and was able to help me. All the reps need to take lessons from April. She knows how to do her job professionally. Needless to say, this inconvenience has caused my blood pressure to increase and major migraine headaches. My family has not been able to eat for 5 days thanks to your sorry company.

I still do not have my $85.22 back in my account, so I hope your big executives sleep soundly knowing they are screwing their customers in the rear. I demand some kind of compensation for this, whether it be a credit on my account, a gift card or something. Your company made a huge mistake that has cost me a lot. In the future, please do not toss your customers and always note their account of their conversation when they call. I eagerly look forward to your response and compensation for this matter. Thank you.

Today, I received a bill from AT&T for $504. I am livid about this. I cannot work with a company that does that. And what bothers me the most is my first call to AT&T today was like starting over. They had no record that we had been talking about this and I have been upfront and communicative with them. They have now finally sent me to warranty who says they will use other methods now to look for my phone. Thank goodness, I never let AT&T set me up for automatic payments. Don't ever do that. If AT&T does not sort this out, I will need to leave them obviously, but I want to warn others of this issue. Be very careful if AT&T sends you a warranty package as lost items become your responsibility in their eyes. Thanks for listening. Please let me know if others are experiencing this. Let's find out how widespread this scam is.

Earlier today, February 8, 2013, I phoned AT&T to see if this issue was resolved. I was told that the person who sold me this phone gave me false information. I was offered a $25 credit that I feel is unacceptable. I feel that I was suckered in by this salesperson who sold the phone to me to tie me into a 2-year contract that I now must complete. I was told by an AT&T supervisor that there was nothing she can do and that if I didn't want to be a part of AT&T, I can cancel and pay a termination fee. I felt this was absurd being that I did not have to purchase the iPhone 5 from AT&T and be tied down to a contract. I could have easily gone with Sprint and received what I was looking for. Now, in order for me to switch, I would need to terminate my plan with AT&T which would cost me over $400.00.

Being that I have 2 lines, plus I would need to purchase an iPhone 5 from Sprint for about another $400, plus another phone for my other line, it would bring my total cost to over $1,000.00; all because a salesperson lied to me in order to complete a sale. Please pardon the rumbling as I am upset as I write this.

I feel that no matter who the individual is, they are ripping them off. They said they got guidelines to follow and I completely understand that; but if an individual is not getting complete service due to their fault, they should be able to break the contract without any penalties. How is that fair for someone to pay for two years of service that they can't use all the way. They just expect someone to just keep paying for half service that's not right to that person. If a person keeps having problem with the product over and over again, they should be able to end their contract without any penalties.

Also, it's not fair to us to pay all that money for a phone if we keep having problems with it, and that they can just give us a refurbished phone. A refurbished phone is a phone that someone else owned that they fixed; it's not right. And if we don't pay for them to break the contract, it wrecks the individual’s credit. I want this matter to be taken seriously. I'm not paying them for that past due bill, and I'm holding AT&T responsible for them wrecking my credit. Basically, I feel anyone can have a business, follow guidelines, and rip people off as long as they follow the laws. AT&T should be held responsible for this poor service and poor customer service.

I thought my matter was taken care of until yesterday when I got a letter in the mail from a collection agency. Can you have someone contact me about this matter?

Even though AT&T was supposed to provide service when we signed the contract, we were still willing to go that route at the beginning and buy the MicroCell. We were willing to do whatever was necessary to have a working phone service, until I learned that we could not use this MicroCell while driving; they are exclusively for the home. My wife is a full-time pediatrician who also is on call usually 2 or 3 weekends every month, meaning that medical staff can call her anytime to ask questions about the status of different patients, etc. Lives depend on her, basically. We cannot be without a phone whatsoever. Does this make sense? Yesterday, I received a call from Bay Area Credit Service saying I owe $458.37 plus the collecting fee. Then, the rep said I was totally right, that I shouldn’t pay for early termination fees if AT&T was not able to provide the services stipulated on the contract, but that I still owed $77.38 of service fees.

I explained I was willing to pay the $77.38 if the case was settled, but not the unfair cancellation fees. As a matter of fact, I still doubt I really have to pay $77.38 for a service they didn’t provide, but still, I am willing to pay just that amount as long as they close my account, drop the unfair cancellation fees, and stop harassing me. Yes, the contract mentioned the early termination fee, but the contract was based on the premise that AT&T was going to provide us with a functioning service. The easiest thing for us would have been to stay with AT&T, if they were able to provide fair coverage. I have posted screenshots of my phone on AT&T’s social media account every day for an entire week. These screenshots prove the wireless signal reads “Searching”. I still have those screenshots if necessary. I will have no choice but to start legal against AT&T and Bay Area Credit Services should these unfair practices affect my credit score now or in the future.

I had 11 phones in 4 years because each time I was given a new phone, it did not work for long. In the end, I was paying for a service that I was not able to receive because the reception was terrible and every phone I got from the store did not work for long at all and I was out a phone all over again. I tried calling AT&T before switching companies and was told there was nothing they could do about the service. After I switched, I called about the termination fee, in which I was told there was nothing that could be done about that either. I was told that it does not matter that I switched because although I was paying the full bill each month before it was due but was not provided the service I was paying for. I was told it does not matter that they know this and that I've contacted AT&T to resolve the problem on numerous occasions to resolve the situation. I was told that nothing could be done and they just could not provide the service; I still have to pay a termination fee anyway to switch to a company that can provide what I am paying for.

This is the hassling status of events that never should have occurred in the first place: November 4, 2011, I sold my house at **. I completed an address change online for my final bill. At that time I was asked whether the new address was to have my current service transferred to it. I replied with a “no” response. I am under the impression that my account had been disconnected; otherwise, I would have contacted AT&T at that time! November 2011, I receive a bill from AT&T at $46.90, which I believe to be my final bill due on December 8, 2011. I made this payment. Technically, at this point, I have paid AT&T too much and they really should owe me back for this payment. However, I’m unaware of this and I believe I’m paying a final bill.

December 2011, I received a bill from AT&T at $46.90 with a due date of January 8, 2012. I thought this had to be a mistake since I had already made my final payment. I attempted to contact AT&T numerous times during end of December and January to see what this bill was. The offices are only open between regular working hours, which made this very difficult and time consuming. January 2011, I received a bill from AT&T with a balance due of $97.38 due on February 8, 2012. I further attempted contact with AT&T with little success. I do not have free time in my life to contact AT&T at all hours of the day. This is very frustrating.

February 15, 2011, I received a bill from AT&T with a balance due of $148.84 due on March 8, 2012. I cannot understand why or how I am getting billed for a phone line/DSL that doesn't even exist and has not existed since November 2011! I also receive a letter dated February 21, which tells me how I can pay my bill. Unacceptable. February 18, 2012, I receive a letter from AT&T titled "Disconnection Notice" with a balance due of $97.38. March 1, 2012, I successfully contact AT&T to discuss the balance due. After numerous attempts, here is my summary of that waste of time during that day:

(12:00pm) I get transferred between operator, India Billing, "Customer Service", a supervisor in Customer Service (voice mail). It’s unacceptable to try to solve a dispute when I am ultimately transferred to voice mail. At this point, I hang up because the total phone time was 31 minutes! During that time, I am transferred to Billing and am told that I can receive up to 60 days back cancellation, bringing the cancellation date to January 1, 2012. This is unacceptable since I have not even used the phone since November when my house was sold and I changed my address with AT&T believing my phone line had been cancelled. I tell the person in Billing (Michelle, I believe) that this is unacceptable, and she transferred me to the voice mail of a supervisor.

(12:35pm) I call back. I get a gentleman in Indian customer service, Abraham. I ask him to transfer me to a supervisor who can assist me. I am transferred and put on hold for 10 minutes! When the "supervisor" comes back, he tells me he has to further research the dispute and puts me back on hold. (1:00pm) At 1 hour into the phone calls, I must go back to work. I hang up. Not only has my time been wasted, but also my cell phone minutes have been wasted. I have been hung up on in the previous 30 minutes and I am furious! (1:04pm) Approximately 4 minutes later, I received a callback from Abraham. He tells me that through their research, they can see that the phone line has not been used since November 2, 2011 and that all charges after that date will be void. I am satisfied and thank Abraham for the callback.

March 12, 2012, I receive a bill for $109.21 due on April 6, 2012! I believe this must be a mistake or from the first phone call when billing said that they would cancel the account back to January 1, 2012. I decide I'll wait to see if I receive a future bill with a $0 balance. April 7, 2012, I receive a letter with a balance due of $109.21 stating that "unless I dispute the validity of this debt or any portion of it within 30 days after receipt of this letter…” - which is interesting because the previous month I had attempted to dispute and yet I'm still receiving letters.

April 23, 2012, I receive a letter from Bay Area Credit Service, LLC with a balance due of $109.21. Immediately upon receipt, May 8, 2012, I contact this "debt collector" and speak with a William **. William tells me, after I tell him the whole situation above, that he will be transferring the amount back to AT&T with the information I provided; if AT&T has any issues, that they will contact me. I hear nothing further from AT&T regarding this account and am sure that William ** has turned my bill back with the dispute that I was already told that my account would have a $0 balance as of November 2, 2011.

July 20, 2012, I receive a letter from Franklin Collection Service, Inc. with a balance due of $92.05 and a threat to report this information to my "credit" if "I notify them within 30 days after receiving this notice that I dispute the validity of the debt". I call on July 30, 2012! I speak with Anna. Anna tells me to contact AT&T if I want to have them get the billing information back. I do not want anything handled in "collection" since my bill should never have got to collection in the first place. I don't want it written off. I want it returned to AT&T and have them cancel the fees due! I contact AT&T and speak with Aaron in Billing. He says I need to contact Disconnex at 1-877-999-1083. Disconnex is only open between 8am and 5pm (my exact working hours). I have attempted 2 times at calling them.

August 25, 2012, I contact FCSI again to see the status of the account. The man I speak with says that I was told to send a letter to dispute the bill. Since no one can handle a bill over the phone, I am at my last resort now. This whole process has been completely ridiculous. It is nearly 10 months after I sold and disconnected my phone and DSL that I am still being harassed by AT&T, not to mention the time I have put in to resolve the situation and the lack of ease at doing so. I want my account cleared as of November 2, 2011, when my house was sold and the last phone call/DSL service was ever used. It is completely unacceptable for AT&T to be billing me for services not rendered, not to mention I have already paid too much when I paid the December 2011 bill thinking it was my final payment. In reality, AT&T should be paying me for my overpayment.

Today (1/22/13) I received a phone call at work from Bay Area Credit Service asking me to make payment on the debt - a debt for which no one has contacted me about since my letter and my last correspondence with FCSI was on 10/5/12. After 1 hour, 3 companies, and 5 people later at AT&T, I spoke with a very rude person named Rod in the Disconnect Department who talked over me, or during me speaking. He told me that this account would not be credited, even though AT&T has no record of the letter I sent FCSI (they were supposed to forward to AT&T and deal with them). He also said he had no supervisor and it was my fault (which I admitted earlier thinking that I had disconnected when I had not, even though I did change my address online with AT&T and not used the phone service since November 2, 2011). I told him I did not think it was legal to charge for services not rendered. Please advise. This has been absolutely ridiculous in dealing with AT&T for over a year now!

We went to the nearest store, as instructed. Keep in mind that the nearest town is an hour away itself. We got there and asked if they can help with the issue at hand and they said no. We must go to a corporate store. So from there we drove another 45 minutes. We went in and it seemed like we're finally getting somewhere, but we fully explained the problem and the girl working just stood there and looked at us like we were stupid. She said she had never heard anything like it before, yet after carefully reviewing complaints from hundreds of AT&T and former AT&T customers, I know what I was genuinely hoping wasn't true all along seems to be the case at hand.

AT&T is capable of fixing the problem; it's just that nobody wants to take the time or the responsibility with such an issue. Yet people jumped right on setting up a non- existent account and got right on taking our money that we have absolutely nothing to show for except lots of frustration! That's over $700 now. We’re being told it can't be refunded. It can be figured out obviously, it was deducted.

I never had a problem with AT&T service or anything like that. I honestly believe they are a good company; they just have a few problem workers and thanks to that, they end up with complaints like these. I hope that AT&T fixes the problem as I know they are capable of, because I would really want to continue to stick with AT&T.

Now, our cell phones are off and no one in this whole company is willing to talk to me like a loyal customer and restore my cell phone services and reconnect my cell phones with my combined other bills the way it was from the beginning. I asked for a number for a district manager and no one in the whole company has the number for a district manager. I’m a very disappointed loyal customer.

After three (3) more payments of roughly 153 plus dollars, I got a bill for $180.29. By this point, I'm livid and feel as if I have been robbed. So I called AT&T yet again and again, I was informed that I was under a promotional fee. But if I pay an additional $8.00, I would get another guarantee that my rates would not change; plus I would receive Showtime, Encore, Flex, Fox Movies and STARZ channels, and my bill would not increase over $190.00 per month including tax. By this point, I knew that AT&T was attempting to strong arm me back into the high cost premium channel billing cycle in which I would be obligated to pay whatever fee they billed me at the time, even though the price was supposed to be guaranteed not to increase.

I feel that someone needs to be aware of AT&T's unfair price tampering tactics to hustle good customers into paying for services that should not be increasing at all, let alone by 50 or more dollars by the end of one year to the next.