AT&T Wireless Reviews

So now we were like okay, let us look at our options and see if this is really the best option for us. Now the salesperson got all weird and aggressive. Made comments like "Go to T Mobile I am not forcing you to stay with AT&T." My husband said all he wants to do is check the numbers himself and decide where he will save money. Sales Rep said it will be with AT&T. Fair enough but you don't have to get your undies in a knot.

Then the sales rep went on to say she had "extensive" training and knows better than us. Also that At&t was the first to drop their prices before T-Mobile. This we know it's not true, we are in the mobile/communications industry so you can't fool us. When we politely tried to correct her - she said, "well I am wearing the AT&T badge so I know what is right." This is where I was thinking we best leave now.

She spoken in a loud voice almost as if she was shouting and on top she was behavior with such poor manners. Someone needs to train her how to talk to people or not employ her in such a role where she has to deal with people. It's a shame the At&t is such a monopoly here in the US and they can get away with such crappy service and daylight robbery. It is about time the markets were opened up to more competitors so as a consumer you have choice and also companies will work harder to treat their customers well so they "retain" loyalty. We have been with At&T for 8 yrs. I suppose that means nothing to them.

Mind you it was customers sitting next to me that got the same iPhone I wanted. Now I have to order the phone off line and wait 25-30 business days to get it. Seems to me that AT&T were trying to get rid of the iPhone5 and iPhone5s because they were pushing those phones on most of the customers there. I wish I had never upgraded my first two lines. I would have went with another cell carrier.

My wife called AT&T and one of the workers said they had one in right now. She immediately cancelled our two phones on order and rushed to the store. When she got there about a hour later they stated they had sold it. They told her to call back. A few days later she called and they stated they would be getting some in next week. We were going to be in Florida and they told us they wouldn't hold a phone for us and we had to be there to get a phone.

After numerous hours on the phone, we didn't get anywhere closer to getting a phone. Sept 25th I went into Target and they have the phones we want in stock. I tried to buy two and our account was locked stating that we had just ordered 2 phones and we didn't qualify to order anymore. After my wife called for a hour they said they would get this straightened out and taken care of. I went back to Target the next day and he looked my account up and he said they had straightened the account out but that I did not qualify to buy a phone from them until Dec.

So here I still sit paying my bill without a phone. I went to my AT&T store and tried to find out what was going on and what I'm suppose to do. She called me a liar twice stating that they haven't got any of the new phones in and she said no one from their store told us they did. Hmmm, I love being called a liar when I spend about $250 to $300 a month with them. This is so rude and unprofessional. She basically told me I was tough out of luck and there's nothing I can do. Now I sit paying my bill with no phone.

Also I had already sent one back to them and gotten this one. Then they bug me two weeks straight threatening to charge me full price for the phone I sent back. They said I didn't mail it and I did with their shipping label. So I started calling them every day in fear I would be charged full price for the first phone that wasn't working. Turns out they had it in the reviving for 2 weeks. The two weeks they were threatening me. Now, today I used the automated thing and they said it would be about 5 minutes. Just leave my name and number, I did and it’s been 20 minutes and still no call back. AT&T customer service sucks. That's my conclusion!

Just by sheer accident I found out that while overseas I installed a dual SIM card in the phone (because AT&T has no overseas service) and that apparently caused the jailbreak. It did not even work over there! I really had no clue it would do that - and although I can understand their position when I would actually do this to force an unlock on the phone here in the USA to go with a different carrier, I cannot understand their rigid stand when I really had no clue that is what happened.

In May 2014 we experienced a loss in the family very tragically. Three last minute flights to Colorado from North Carolina, car rentals and unexpected expenses. So during the day I was helping my husband attend the family needs and at night I was keeping up with work. I found myself without internet and could not stop working. I could not use the phone for work because the reception at my husband's parent home is very poor. We decided to get a hot spot with AT&T. So there I am AT&T store the very next morning.

My husband could not come with me to the store, you know taking care of family matters. I walk in and I purchased a hot spot. The sales person was nice and assured me it was the best and latest device available. So I purchase the device for $164.00, no plan, no contracts. As he explains the service is $20.00 per month plus fees and taxes maybe $30.00 if that. I can do that for now until we add it to the family account. We cannot do it because my husband is taking care of family arrangements. The billing cycle ends 29th, your service will not start until the 29th. I was very satisfied as always with AT&T.

A month later I am on the road working away from home and I forget to pay the bill. The service was cancelled and I called back to reinstate the service. I paid $146.00 dollars for a month in advance and a reinstatement fee. With no hesitation I paid for the service since I knew I still had a month working on the road between events. After getting back to North Carolina I realized how little I used the service. I called to cancel the service 1 day before the end of the cycle according to the device.

Customer service was pleasant and helped me cancel and gave me options if I wanted to add the device to my family account. She offered a 5 day grace period and adjusted the error in the cycle noted in the device and AT&T. The device showed I had one day left and the AT&T system showed I was 1 day within the cycle. Again, she was pleasant and adjusted the 2 day difference to show a zero balance on the account and reminded me of my options to add it to my family account.

Fast forward to my return home in North Carolina. Have you ever encountered a sales person that does not listen to your needs and clearly pushes products down your throat? We found him! Mr. Daniel ** in Fayetteville, North Carolina. This guy was so focused on selling us an Ipad and mocking us on an international plan in we had used back in December 2013. He was not done mocking and insulting the plan we have as a family, but proceeds to tell me the device I purchased from the AT&T store in Colorado is useless and cannot be added to the family account. BUT I should buy an I-pad. Finally, when I say no for the millionth time, he looks up account ** and reminds me it's not cancelled, it is on hold, and has a $100.00 dollar balance. Remember I called to cancel the account and I had a zero balance. Daniel was not on my list of favorite people. Of course he could not help find out what the balance was I had to call. So I did after I left the store, I called the 1800 number.

I am surprised to receive more very discouraging customer service. I am trying to understand how does 2 months of service turn into $310.00 dollars? This time I did not catch the name of the person helping me. She was rude and offered me a $50.00 discount. I don't owe anything so why would she offer a $50.00 discount. I recommend you listen to the call. I am losing my cool. Well yes, it was lost with dear Daniel. I kept asking how does 2 month of service add up to $146.00 and $100.00 more? I clearly remember her saying, "well you used the service and you have to pay for it". I did pay for it and more. RRRGG!!! So I asked her to explain the math. 2 months of $20.00 basic service plus taxes and fees maybe $35.00. Can you feel my desperation in this communication process? I asked to speak to a manager. He was not available but he would call back before the end of the night. The call never came. Are you surprised? No, I was not either.

Today, I received another invoice with $106.05 and stating the account has been closed due to lack of payment. Remember I called to close the account. Sigh! I called and simply asked to speak with a manager before I spent hours explaining what has happened. The supervisor explained the invoice. I am being charged for 2 days, May 27-29 and the last day of the cycle in July. Remember the error in the device. I was getting nowhere again and my dog started to have a bad seizure. The supervisor tells me to hold for a minute, I had to go my dog was very sick and my 8 year old son was taking care of the poor dog.

This whole process has been a complete run around with no one willing to take the matter seriously. I paid for the usage of the Hot Spot and I canceled the device. I am not willing to pay for something I did not use past the date I cancelled the service. Maybe a person with some level of authority can take this matter seriously and get it resolved. It is, in my opinion, a shame that I have to end my long-term relationship/service with you over the fact that someone in a call center failed to close the account when I called to terminate the Hot Spot service/device. I plan on sharing this letter with my family and friends and if necessary, the FCC.

When I got my bill today (9/26/14) I was charged $30 over my regular bill and saw they had charged me for the full price. I spoke to a customer service rep and two managers. The last one was very nasty and they all told me it was somehow my fault. NEVER have I ever paid full price for a phone. They are telling me I was not actually eligible until January. Had I known that, I would have waited as my iPhone 5 was in perfect working order. I'm very upset by this. I have been a perfect customer of theirs for almost 20 years. I also have my TV and Internet with them as well. Very shoddy treatment and feel like I have no voice or further resource to rectify this.

Also if mobile data isn't turned off while on WiFi then you're still using data. Can't even use Facebook or other popular apps because Facebook would run up data quickly, and so would apps like Pandora, so I am paying more than most carriers charge and can't really use anything. It's not fair. Bills run up high and I'm low income. I feel cheated. If I want to root my device to allow more options to prevent data usage from going through the roof, I can't because their phones now prevent it. What happened to OPEN SOURCE?!

If I want a phone that can do that I need to pay for a new device that allows it. I can't afford that. My bill now is 535.64 and I've called many times times and have asked if there is a payment plan to make up the debt. Only 30 days are allowed and must be paid in full. How can they expect that? How can they think customers want to stay? I feel like canceling any lines and walking away. Accepting to pay a little at time to cover that bill. If they can't accept that then why pay them at all.

I'm upset because they don't work with their customers unless you plan to stay with them, and they don't offer reasonable methods to catch up. I'm highly dissatisfied as a customer and feel trapped. I want out and offered a payment plan to pay the debt I owe. They won't allow it. Even someone making a decent monthly or annual income cannot afford to drop 3-4 lines which total up to nearly $1000.00+ the service charge. Yet they want it all in full. That's impossible. Is there anything I can legally do? Any help to cancel lines and pay off the debt? I'm done with AT&T.

On subsequent tries to contact them I was transferred to a telemarketing line offering me a cruise. When I told the guy I was trying to reach Technical Support he said, "You've reached so and so travel agency" and did I want to hear about a trip. To which I replied, "Suck my **." I ended up going to an AT&T store and transferring back to my contract post-paid plan. So much for AT&T GoPhone saving me money. What a ** scam. Stay away from GoPhone. I have no respect for AT&T as a company anymore for them even putting their name anywhere near this inferior product and service. It's a total bait and switch. Be forewarned, it will work great the first day. After that pray for service.

I am AT&T customer for the past 9 years. I asked if they really appreciate anything about it. The representative said AT&T appreciates that. The only option I have is to buy $150 booster to boost my signal. I asked, again, what is the appreciation here, if I have to buy the booster myself. She said AT&T cannot do anything about my problem because AT&T didn't tell me to move. I am totally convinced that they have a horrible customer appreciation for their customers.

I upgraded my daughters phone in March, and not until May, did I see a new $40 upgrade fee. I think they have changed all plans automatically to the new $130 a month deal and now charging extra for the phone upgrade. THIS IS WRONG! They did this to cover the losses from people starting with them to get the reduced new phones, and then folks switched to T-Mobile to get out of their contract acquiring a free phone. The issue though is they do not tell you this new fee, and this is WRONG! I want out or this New fee to disappear. I will pay for my service, BUT this is Ridiculous!

I've been with AT&T for 14 years now and they are not even willing to meet me halfway. To even consider that this might be a glitch or human error along the way. All each of the CSR's has offered was for me to pay the additional $250 for an early upgrade. AT&T will lose my business because of this, but AT&T will go forward without thought of loss because that is who AT&T and its representatives are. Revenue and expansion. False advertising and contracts. That is what AT&T and its representatives care about.

So again 3rd time, now I'm pissed. So they say they are sending out a senior person, right! This guy is here minutes, says he can't do anything but will have a line guy come out and to call him if that doesn't work. Never saw the line guy and the rep refused to return my call. So again, here we go 4th time. This time the guys at least seems to care and again says it's in the lines so another line guy comes out who is now leaving and I asked "is it fixed?" and he tells me "I don't know how to fix it". So I said, "You are just going to walk away with it not fixed," he shrugged his shoulders and off he went.

So I again, contacted them, via their email source this time and demanded that they get someone who can fix it and I want a refund for the last two months. So that was 2 days ago, and yup you guessed, absolutely NO contact from AT&T. They really don't care about their customers... If you don't have their services don't get them. I am going to have to change providers as I'm out of options.

Have took it to AT&T in WV, they said that the phone fried. Said that I have to buy a new phone for 600. And for the second cell phone that I have sent back to AT&T they are charging me for a damaged cell phone that I have pictures of that wasn't damaged when I shipped it out. So 600 for a phone that I got for free and 600 for a brand new cell phone. I pay 118 a month for these and have not been able to use it for a whole week without any problems with it. O yippy. Running from AT&T and Samsung. I am X-army and X-deputy. Only cell I have but I think I am going to run far away from AT&T and Samsung. Junk.

The other bad practice they are scamming customers with is exorbitant reactivation fees. AT&T can shut you off if you are only 1 day past your "Due" date. Then they expect a $40 reactivation fee. They make a fortune off this practice. If the electric company did this they would be in court. But AT&T will prey on their customers however they can get away with.

Then I was told had to be transferred to a different department and I objected because this conversation had already used up 45 minutes. No, not to worry, I was told. Everything was in the system and recorded additionally so the next rep would have all my information and know exactly what had transpired. Rep #2 knew nothing, said no, I wasn't anywhere in the system. I had to repeat everything from the start and was now offered again over double the price of the initially agreed upon services. Spoke to a supervisor, then an uninterested manager. Got absolutely nowhere after 3 hours on the phone. I think that offering a low price pulls me in, keeps me on the phone and then after putting so much time into it the customer caves in and just goes ahead with the new increased pricing. It's a bait and switch scam. They're running a con. I want to be able to file a complaint somewhere and know that it's worthwhile and makes a difference.

Well I get my bill today and you lied yet again. This was denied and now I am being threatened with collections and past due balances. I chatted in and spent hours again in a loop to the answer of "there is nothing I can do." I work in sales and am extremely upset and very angered that because the sales rep forgot a note, I am being charged money and wasting my time on this. I just want my fees waived like promised.

I would never recommend this service to anyone after the way you have lied to me and treated me as a customer. I just want to warn everyone here that whatever they say doesn't mean they will honor it even if you have it in writing or a verbal phone agreement. They will still try to charge you for things you were not told about. Thanks AT&T. I refuse to pay my bill and will take further action, unless this is dealt with immediately.

On September 6th I received a call from AT&T demanding I pay the $200.00 or my phone would be disconnected. I again explained the circumstances and was told I needed to call the insurance company. I called the insurance company and the lady I spoke with said indeed they had removed the charge and forwarded the information to AT&T on August 4th. I called AT&T back and gave them the information I received from the insurance company. At that point I was told that my phone service would not be disrupted while the $200.00 charge was disputed. Today, September 15th, my home phone rang and it was my daughter in a PANIC thinking I was sick or injured or worse because my cell phone went straight to a message saying I was not accepting calls at this time.

I am a disabled veteran and have a service dog that must accompany me every where I go, and I must have a cell phone at all times as well. I had relayed this information on September 6th to the customer service person I spoke with to stress the importance of my phone not being disconnected. I tried to use my cell phone to see why my daughter had gotten the strange message and found my cell phone had been disconnected 9 days after being assured this would NOT happen! I immediately called AT&T and asked to speak to a supervisor. I was supposedly transferred. The line rang twice then dead silence for 20 minutes!

I got frustrated and hung up and called back reaching the RUDEST person in a supervisory position I have ever encountered! I explained the whole situation to Brenda **, and kept giving her the dates and times I had called them and the insurance company. The woman said I had given her 3 different dates. I said yes 3 different dates because this was the time line of events. The woman implied that I was lying!!!! I asked her to please call the insurance company on 3 way so that we could resolve the situation. She refused! I called the insurance company myself and was again told the SAME information I had received on September 6th and relayed to AT&T on September 6th.

I asked the very helpful and polite young lady if she could possibly call AT&T on 3 way and help me straighten this mess out; she very willingly did so. The representative she reached at AT&T was very curt with both of us. The young lady properly identified herself and provided her employee ID number and gave the representative all of the information needed to prove I didn't owe the $200.00. The representative Patricia was perturbed that I had been telling the truth and was a bit rude. The young lady asked Patricia for her employee ID number and Patricia refused to give the information!!!

I was then transferred to a manager who was polite and cooperative and restored my phone service but told me I would have to pay a $40.00 fee next month! I objected, because it was not my fault that I was lied to on September 6th. The manager told me to call back when I receive next months bill and he would put a note on my record to waive the fee. It took over 2 hours and 5 people to solve this issue!!! I left Sprint after 11 years because of poor customer service, and when my contract is up with AT&T I WILL NOT renew! This whole situation has made me physically ill and mentally drained!!!!!

Due to the lack of performance by AT&T, I am now cancelling my service and never recommending this service to any one else in my family. All I was trying to do was renew my contract with their cable and internet service. I suppose AT&T is expanding their employees when in fact are not having their calls monitored and therefore those getting paid a small wage and not doing their jobs. Way to go AT&T, you just lost more than one customer.

My payment was canceled. I elected to keep the GoPhone service on all the lines for my family. I do not believe in contracts that obligate you purely for the purpose of assuring a company they will have income and the company will enslave me by giving me trinkets (a free phone, a discount). Today, I attempted to make a payment online for my Gophone service. The automated service asked me to press "1" if I was paying with a card ending in 4 numbers. I confirmed the information and was transferred to a "verification department." The person in this department stated that I needed to speak with another department as a return payment had occurred.

I expressed to this department that there could be no return payment, but I was transferred to another department. The person who answered said there was no return payment and I was to go back to the verification department. Once transferred, I spoke with Norm, agent # **. Norm insisted that there was a return payment and he was going to document the information and assure that the payment was clear to anyone reviewing the information. I was transferred to pre-collections, the agent apologized, and I was told there was no issue and was to speak with the verification group again. I was transferred and I spoke with Brittany who said that she saw that my payment was pending and we could get this all cleared up if I spoke with my bank while she was on the line regarding my return payment.

The person, Jason, who was supposed to be from my bank said that he could only access my info if I would tell him my account number. I ended the call with Jason, because who in the midst of hackers and inter-company thieves would release this information with a third party on the phone (not having dialed the number to the bank myself). Brittany said have a good shift to Jason and told me that her name was Renee. The agent said that she could ask me information from "public information" to verify who I am. I advised Renee that I found this frighteningly unamusing, but agreed to continue as certainly there had to be an end to this madness. She asked me questions like the ones you answer when you get credit verification through TransUnion, Equifax or Experian (like the name of your first pet; a street you lived on; or the year of a car you had 10 years ago).

I asked the agent what did this have to do with a return payment and she said she never said there was a return payment. I asked the agent, "If there was no payment issue, why would I need my bank on the phone?" The agent told me they needed to verify who I am. I said that I could take my state issued identification to a store with my card. The agent said that this would not allow me to make payments online. The agent told me that I could always give up the freedom of paying online or switch to another provider. I asked for a copy of the call because, after 1 hour on the phone, being transferred back and forth with no resolution failed to make sense. I am alarmed that AT&T is spoon feeding information to their agents to be accepted like drones and that they would expect a customer to accept it. The agent ended the call, but I still want to know why they are lying to me about a failed payment that does not exist; using my credit info to verify I am and my valid identification does not do this; and what genius thought that this would be a way to generate customer relations. I have a big brother. I do not need another.

I've found the solution to it. I will upgrade all my lines with AT&T and switch all sprint. They are paying early termination fee. So I get my new cellphones on discounted price and the same $160 plan or less (I think). I am just butt hurt because I've been with AT&T for too long and I did not want to change my carrier. And I talked to the representatives and told them about what I was going to do and why I did not want to do, she said I am sorry and I said, I am sorry too.

I called ATT to explain the situation - 45 minutes later, they explained ATT did not have service in my neighborhood!!!??? A week or so later, I added 2 new lines to my wireless service (through ATT). In the process of adding the new lines, I explained to the sales rep., my frustration with the incompetence of such a company as ATT promoting a service they don't provide. After speaking with his supervisor, the sales rep. assured me service was in my neighborhood... so, we set up another installation appt. Well, it's 2 months later, no ATT cable/internet service. It boggles my mind how could a company, with the reputation of ATT, stay in business as long as they have? Could it be a regional issue? Training a problem? At this point, I am very much considering, breaking all ties with ATT - wireless service and all. I guess they don't need my 196 dollars/month.

After the line was replaced the first time, it was left on top of the ground for approximately five months. We kept calling and were told that a contractor would come to bury the line, but this never happened. We continued to have problems with the line. These problems created a dilemma for us. Our daughter or son-in-law drive 35 miles each day to bring in our special-needs granddaughter to school in our area. They work remotely from our house, using our DSL line, until time to pick her up in the afternoon. They were unable to consistently connect to their workplace network because of all the problems we had with our phone.

The problems were addressed several times by AT&T service personnel. There were "problems in a local switching station" and other issues. Finally the line had to be replaced again. This time, someone showed up to bury the line in November. They were there less than 15 minutes and left. When we turned our sprinklers on in May, we had geysers all over our backyard where they had cut the sprinkler line in seven places and severed the controller cable. The sprinkler service repaired the damage, and I paid them for it. I submitted a claim to AT&T. I spent each Monday and Thursday for four weeks on the phone with AT&T personnel trying to get this resolved. I logged over 30 calls to various people at AT&T. I tried to be nice, sometimes I got "un-nice", and sometimes I cried.

As a 63-year-old retired grandmother, I have had service with AT&T and its predecessor companies for 45 years. I could not believe I was being treated this way. I finally reached my limit, and signed up for service with Comcast for internet and home phone service. I again had to talk to AT&T multiple times to get them to port over my home number. The first time Comcast came out to install, we could not make the phone service work because AT&T would not release the number. We had to schedule a second installation. This went on for three additional weeks.

Comcast did the installation on July 17. However, AT&T did not cut off our service until July 24. I did not contest the date, because I just wanted to be through with AT&T. I got a "final bill" for $130.08. However, they charged me for an additional month (July 17-August 16) of internet service. I called AT&T and talked to several people. They finally agreed that the bill was incorrect and told me to disregard the bill, as I would get a "revised final bill" within 15 days. Three weeks later, I got another bill for $130.08. Nothing had been revised. I again called and again spoke to several people as I was transferred around their multiple departments. AGAIN, they agreed the bill was incorrect and told me I would get a "revised final bill" in 15 days. I explained that I had been told the same thing before, but they "assured" me this time it would be taken care of. A couple of weeks later, I received a letter saying that "you have ignored our previous attempts to collect payment" and that they were giving me a final opportunity to pay the bill or it would be turned over for collections on September 8.

AGAIN, I called AT&T and spoke to several people. I explained, over and over, that I was assured the bill would be corrected. I had not "ignored" AT&T, they had ignored me!! Again, I cried. I was transferred to someone who "assured" me that they would take care of the problem. They agreed the bill was incorrect. They told me that I could pay the $90 that was not in dispute and the account would be cleared. I did so, using my debit card. The charge came out on my bank account the next day.

Today, September 10, I received a call from Bay Area Credit Service, a collection agency working on behalf of AT&T, to collect the remaining $40.08 on my AT&T bill. I asked to make sure that the call was being recorded, and I gave them this summary of all the problems on our account for the past 18 months. I told them that I do not owe this money, but I paid it (along with a $5.00 service fee!) just because I could no longer deal with this situation. I also told them that if ANYTHING shows up on my credit report about this, I WILL sue AT&T and the credit collection agency. I reiterated over and over that I had done everything I was supposed to do - AT&T is at fault in this situation.

After hanging up from the call with the credit collection agency, I again called AT&T. I spoke with someone named Hazel, and gave her the complete story. She then transferred me to someone named Shantay **, and again I recited this complete story. I ended by telling her that I have never been treated this way by anyone in my entire life. I had been their customer for over 45 years, and how dare they treat me this way? How dare they? In every instance, I tried to work with them. I was mistreated, misinformed, ignored, and abused by this company. I now have a cable phone and modem. My service works. I get 35 MBPS download and 10 MBPS upload.

When my AT&T wireless contract expires, I will be looking for another provider there. AT&T, you need to get your act together. You need to have a way to address problems like this before they get to this point. You need to treat people like human beings who have feelings.

Fast forward four years and an AT&T Collections for $80 shows up on my credit report. Being it's been so long, I had tossed my notes about who I talked to. I get online to talk to customer service and am transferred to a manager named Ron **. He didn't even say hello but launched into a list of reasons that I'm not going to get out of paying the $80, one being there are no notes on my account indicating I had called regarding this matter. This is twice now I'm told I can't prove that I called.

But then, Ron ** mentions there is a note in the file that says it is a legitimate charge. Why would that be there if they hadn't looked into it at some point? I asked for the details on those notes (Who wrote them and when) and he refused to tell me. When I pressed him for the information he responded in all caps, "I HAVE ALREADY GIVEN YOU THE INFORMATION YOU'RE REQUESTING". Whoa - unprofessional much? I remind him that no, he had not and he continued to tell me to call a specific number to talk to someone else. I ask him for his full name and Employee number because I assume this call too will not show up in my history and it will be yet another my word vs theirs.

The two people I spoke to prior to Ron ** were friendly and courteous. He jumped in already on the defensive, rude and unfriendly. The frustrating part about the whole thing is other than complain on the internet, I can't do much about this. I am 100% honest and yet they act like I'm a liar trying to avoid my bill (Oh and I have my current cell phone with them and it's never been unpaid or late). When it comes to my word over that of a big company that makes zillions of dollars and yet can't keep track of when customers call for things, I know I'm fighting a battle I can't...and won't..win.

I just got off the phone with a supervisor I asked to speak with because I could not understand the rep I was speaking with, AND I was told one of my phones was not under that contract and was getting charged an extra $40 a month for that phone!!! Do you believe that BULL.. So now to get my phone bill down to $160 plus tax... which they tax you per phone not by contract (another rip off). I had to downgrade GB from 10 to 4 and drop insurance on a fairly new phone... so hence I have been a victim of the old bait and switch. Thanks AT&T. No credits were given to my account either because the supervisor said I signed the contract. So I am not a happy customer.

Then I contacted the Executive office and MASON ** answered my call and had the nerves to say, "IT'S PEOPLE LIKE YOU THAT ALWAYS WANT TO PLAY THE VICTIM!" What I would like to know is what is people like me? Last I check, I was a hardworking red-blooded American that pay my bills. SO if that is people like me I guess that would be everyone!!!!

She told me she could not reverse funds to this account even though it's the same bank and my card, so she suggested in a high tone voice that my cellphone bill was behind and that I should put the funds toward my bill. I said no, that's not how I want my funds bank. As customers look on she stated again - my cellphone bill was past due and that it would make sense to put funds toward it. At this time I am frustrated and had no trust in what she was saying to me. After I once again refused, she then suggested she can send it by check and that it would take 10 to 15 days. I did not like that offer but I took it, I wanted out that store. That is where I stand at this point waiting for my check with being humiliated in front of others. I had not thought I would pursue this complaint, but as I thought more and more of what one of the customers of AT&T said to me, decided to go with her advice. DISAPPOINTED.

Well this one person I got put in touch with told me not to contact no one, just contact her. She was the only one that found that it showed I got 5 phones and that the two phones that was suppose to come, that it showed FedEx tried to deliver the package and I refused it and it was sent back to AT&T. So I called the AT&T information and they gave me the package number and the number to FedEx and I called them ready to attack someone for putting false information on me. Well the lady told me that on Aug 13 AT&T called them and told them not to deliver the package and to send it back and no one knows who contacted FedEx and did this and there was no record of it. Well the lady that told me to contact her only is the one that finds all this information. She told me not to worry, she would get it cleared up about the 5 phones. What she did to me, she went to fraud department and brown nose them because the next day my service was sent to the fraud department.

I had a employee go out of town to a auction and when he tried to contact me it went to the fraud department and a man threaten him about information on me and told him if he didn't answer his questions he would file charges on him. He scared my employee so bad he quit on me on that day. Then when I contacted this lady she asked me if she could put me on hold for a minute. What she did was put into the fraud department and a man got on the phone and just told me he was with the fraud department and refused to tell me his name and told me I was being investigated for FRAUD and when I ask him for what he refused to tell me and then he told he had my service suspended without calling me or e-mailing me with notice at all. And what if I gave one of my customers my Business Phone number and they hear the fraud department when I restore and sell antiques?

I add a website custom made and they cancelled my website and I lost $250.00 and my Business Cards are still on hold because they needed numbers to put on them. I told the fraud department to go to the 11th when I open my account and listen to the conversation with the lady that open my account and I told her my SS number was blocked and I was in the Victim Protection Program and the man in the fraud department just laughed and then told me to fax my driver license, social security card and my birth record by the end of the day. Against my better judgement, I sent the information and he said when he received it he would contact me and I never heard from him.

And every time I called the fraud department a woman would always answered the phone and she would belittle me, holler at me, tell me it was none of my business, and that she had better things to do and always hang up on me. So the lady that told me not to contact no one but her talked me into U-Verse program and she said that if I signed up for it I would receive a tablet for $10.00 a month that it was just like a computer and that it would help me when I go auctions so agreed. Well I have U-verse account but I have not received the tablet. So when I got my bill it showed I had 5 phones and a tablet so I got the information and someone contacted FedEx and told them to send the two extra phones back to AT&T and I got the information on the tablet and someone contacted UPS to send it back to AT&T.

So here they charged me for 5 phones and they had 2 of the phones and charged for the tablet and it was sent back but the funny thing about it they use FedEx but for the tablet they used UPS. So I got in touch with a supervisor and told him everything and he said that everyone has gone home but call at 10:00AM and use my cell phone and press 611 and a tech will get my service restored. So I did and guess what - the man in the fraud department answered and said surprise and told me that he runs his department the way he wanted and I just hung up.

I received a call from a man that refused to tell me his name and told that AT&T made a big mistake on some phones and when they seen my order they put it off on me and told me the name of the man of fraud department and his number and told me he was behind of the plan to cover their mistake. And every time I ask to speak to someone they told me I have to contact the fraud department because I realize the lady that told me to contact her only was working against me and not helping me.

So on the 27th I contact the fraud department and a lady answered the phone and tried to blackmail, because the attorney general office told not to send them nothing, and when she proceed to blackmail me I gave her the number and told her to call and tell them anything she wanted. I got a sheriff deputy and had him meet at the post office and I contacted Victims service and they told me to give them the director's information and he checked out the information and a copy of the first fax and he sent it to them. And that very day they cancelled my service but have not asked for the phones back and no one told me my account was cancelled and they hacked in my computer and changed my passwords, opened old accounts and got into my Google account but on Adobe account I had a alert and a code to get into it and they called me and the security system I have it downloads all activities and I was able to print out who got into my computer and everywhere they went.

Well I have never been through Hell and back till I signed up with AT&T. And here they may have put my life and kids' life in DANGER and the Head of the fraud department thinks it is funny and is trying to still dig information on me. The fraud department has violated everything AT&T say they stand for so if anything happens to me or one of my kids it is because of the fraud department because they wanted to cover their mistake - nothing that I have done wrong. So if you want to know what Hell is like sign up with AT&T....

Lo and behold, I am being charged $1200.00 for equipment usage!!!! $600.00 for each phone. I immediately went to the store, which is what the online chat rep suggested. I requested to see a manager (Phillip) who told me that we would get my money one way or another. Either by the plan or by the equipment fee. He told me he would give me a $50.00 credit. I called again when I got home and there was no credit. The online rep gave it to me. I am LIVID! I should have a choice in what is good for me and my plan, NOT what the rep and his boss think I should have. I take responsibility for not reading the contract (my dad signed) and for not checking my bill! Rest assured I will cancel my account after I have paid the $1200.00. I had always heard about our lousy service to customers and know things happen, but, being lied to twice (once by the rep and once by the manager) really makes my blood boil, not to mention the comments and the money.

I had to recharge the card manually for the third time in 2014 on Tuesday, September 2, and this time received new information all of a sudden that I cannot recharge minutes when there is a certain threshold of minutes remaining on the card minutes that I know would be less than the anticipated conversation time; the story on the number of minutes threshold changed twice in one conversation from 5 minutes to 2 minutes; the customer service people simply agreed with this story even though I explained to FIVE separate people (Adrianne, Recharge Center; a Payment Supervisor named Belle (whose diction was so bad I could hardly understand her attempt at spoken English); Josh, Customer Service; Brian, Customer Service Supervisor; Kylie, Recharge Center (who could have cared less and just wanted to end the call as soon as possible)) that I've successfully recharged the card with minutes remaining in an amount greater than 5 minutes over the past 12 years as many as 20-30 minutes remaining in some cases.

Didn't matter; those AT&T people did not and do not care what the customer experienced and they did not care how frustrating it was to experience their lack of system functionality repeatedly. Their attitude was well, that's just the way it works. Period. And if the reader noticed in the course of the September 2, 2014 hour-long saga, I was literally transferred in a complete circle across FIVE different AT&T employees and THREE different departments beginning and ending with the Recharge Center personnel.

My average trouble resolution time for each 2014 call has been one hour; this is a total of 3 hours spent on the phone for what should have been an automated function; I requested a discount on September 2, 2014 and this sent them ALL into a literal tizzy. You never saw so many people transfer me so fast to the next person, anything to get rid of a customer with an actual issue.

I have friends who have complained about their AT&T bundled services and now I understand why. AT&T has grown like the Wall Street banks and acts just like them. I read a blog today while researching AT&T customer complaints and the blog highlighted a customer who complained directly to the AT&T CEO only to be threatened by the AT&T Legal Department. See: ** How's that for customer service!

The next month my bill came and it was between double and triple what it had been. I called and spoke for a long time and basically was told that they cannot do anything because their notes did not reflect the promise of no billing changes. I asked to be transferred to Cancellation and there they gave me a promotional deal that was about ten dollars more than the original. I now had two bills coming in: one for bell south and one for u-verse internet. The Bell South phone was good for a year. The U-Verse is good for 6 months. I was told that since most of the year no one is there, I can call and put on hold anytime without charge. Now, it did not take too long for me to think that this is very very unusual for a communications company so I repeated the deal to the woman twice to make sure I was hearing correctly. "You mean if I decided to call in two weeks and put both on hold for two months you would do so at no charge?" Those were not the exact words but very close. I was promised.

Of course, I called a couple of months later to put on hold for a month and after being transferred many times, it boiled down to I cannot do so. Once again I notified cancellation and they took one month charge off for me. That was good. Meanwhile I tried to reach Randall ** by mail and email and got through to someone as close to him as I could get. I just wanted all the promises followed by broken promises documented and the last promise verified. They verified. So far so good with that. Except that my landline phone charges kept creeping up. June 19 billing date - plans and services 25.91. July 19 billing date - plans and services, 29.24. August 19 billing date - plans and services 35.11. Plans and services is the basic rate, not including long dist service charges and usage fees and taxes, etc.

I called this week asking about the hike and was told it was for different fees. I did not go further because I had been in chat rooms and phones with them for at least three or four hours that week. This came on the heels of me canceling long distance option on the phone since tenants would be there. Seems like they managed to keep the same charges one way or the other. I am exhausted from the continuous calls to try to keep them straight and narrow. I feel like I am losing. It seems so criminal and I am ashamed that we have these large companies that can take advantage of us like this.

I've spent approx. 50 to 60 hours on the phone with their so called 'customer service', (I use that term loosely) talked with more than 20 different ones, absolutely nothing has been done to make this situation better! Another review I read had it right. "Before AT&T, customer service was just that, since AT&T they do not care"... one damn about you being the customer!!! And you can sure forget the word 'service'!!! I think they hired someone to specifically design their bill so there can't be any clarification as to what they've charged you for. Someone needs to stop them, hold them accountable for what they tell you, make them responsible for who they hire to man their phones. What they do hurts so many people in so many ways and not one person of their 'higher ups' will address any of it! OMG... they need to be reminded of where they came from! A class action lawsuit might make them change their minds. It wouldn't hurt their purse, they've got millions and millions to pay out, but it might involve enough unhappy people so they couldn't hide from their crappy customer service any more.

The latest issue is about a $15 credit that ATT promised to apply toward my account throughout my contract. In a conversation with AT&T on December 26, 2013, I asked ATT if I could change my plan to a cheaper and better one. They refused to do so and I told the customer service that I would pay the early termination fee and would move on to another company with a cheaper plan because it would be cheaper for me to pay the fee than keeping my current plan. Upon my request for early termination, the customer service representative told me that they could put me on a very similar plan and then apply $15 credit monthly toward my account each month so that the monthly fees reflected what I would have paid if they could move me to the plan I asked for. The credit has been applied regularly until July 2014 and suddenly stopped.

My conversations with the customer service representatives and two managers were extremely frustrating. One manager promised to elevate my complaints and promised that somebody would call me, nobody did. When I called back and spoke with another manager, he said there were no notes about elevating the complaint and that there was nothing to do. ATT thus violated the mutual agreement. This is why I don't feel obliged to keep my end of the agreement.

This is not the first time I have problems with ATT's business practices. When I renewed the contract in July 2013, I was promised that they would unlock my new phone so that I could use it on my international travels. ATT's website states also that customers in good standing can have their phones unlocked 60 days after renewing the contract. However, as soon as I signed the contract, they refused to unlock the phone. When I threatened to break the contract, they immediately provided me with the unlock code. I do not think this is an ethical business practice. I should not have to fight with ATT about the promises they make.

I was told today that simply by crossing the border, my phone must have updated some apps or programs and I was charged for the data! I had to pay almost $40 for this NON-service. In addition, we made some other very short calls (knowing there are out-of-country charges) and were hit with tons of add'l fees we knew nothing about, even though we had called in advance to ask about out-of-country charges. My bill last month was over $300 for 3 phones, usually we're at about $180.

In the past, the customer service reps would have given me a credit and kept me a happy customer, NO MORE. Now they basically say we don't care if you leave, we're not doing anything for you. And of course, we all know we're stuck with the horrible termination fees and left feel utterly helpless. HATE AT&T!!!

Now after this two year contract expires I will have paid $450.00 dollars for an iphone 4. When I asked them to send me any kind of documentation showing me where I was made aware of this tactic, they have sent me everything but that. They keep making the same statement, "you signed a two year contract agreeing to that". Again I ask them to send me a copy of that contract and they say, "we aren't required to". I PRAY TO GOD SOMEONE FILES A CLASS ACTION AGAINST THESE **! WHEN THEY WERE KISSING MY BUTT TO GET ME TO GO TO THE 10G PLAN I WAS A GREAT CUSTOMER AND NOW NO ONE WANTS TO HELP IN ANY WAY.

On the day that our new provider showed up to complete the installation and port of the lines from AT&T, the technician informed me that AT&T would not release the lines for another 3 days. I attempted three times to call AT&T to speak with someone who may be able to at least clarify this situation and why each individual I had spoken to previously from AT&T had given me a different date of our contract ending, a different explanation of charges, and a different instruction on how to port lines over for the new provider. I was disconnected once, placed on mute apparently by one call-receiver who apologized but then sent me to the incorrect department, and was disconnected again.

Though I still have no idea when my office contract is ending with AT&T nor how much I will be charged, they have effectively altered the schedules of four entities over the next week as our new carrier will not be available again for service at our office for another five days, and thus AT&T may or may not be charging us full price depending on our contract termination date in-limbo. Terrible service, terrible care, terrible communication, terrible company.

AT&T payment claims kept changing their story and saying they would reverse the payment, then said they couldn't and a check would have to be sent and back and forth switching the story for several weeks. Finally they called, and after taking out the current bill amount, they issued me a check for $1966.77. They also gave me a credit towards my bill of $50.00 for all the back and forth, time on the phone, trips to the bank etc.

On July 3rd, 2014, I received my June 2014 bill (9 months later) showing a payment reversal of $2,000. AT&T was now billing me for this money. I immediately called after opening my bill and was told by a billing representative that my account would be under investigation for why this amount had been charged to my account and that I would get a call back with the results of the investigation or with any other questions they may have. I never received a call back throughout the entire month of July.

At the end of July, I received a disconnection notice for the balance they claimed was past due of over $1900.00. My bill was always on time and I always paid over the amount so I did not owe any money. In fact, I should have had a small credit at that point. After again several calls to AT&T and their payment claims specialist, they stated that a deposit of $2,000 was made to my checking account on June 23rd, 2014 which meant that I had received a check for $1966.77 plus an additional $2,000 (9 months later).

I told them there had been no deposit and had 2 different representatives from AT&T call with me on 3 way to the bank to verify there were no deposits from AT&T or for that amount on or anywhere around that date. There were also no deposits from September 2013 to August 2014. On July 29th, 2014, I spoke with a rep named John ** who stated that the check I received was not my money and that I should not have cashed it. He stated "but I guess if I were to have gotten a check in the mail for this kind of money, I probably would have cashed it, too". He was pretty much calling me a thief and was very sarcastic. I told him that I would be reporting him and then on August 1st, 2014, I went to use the internet and it was disconnected.

I called later that morning and they restored my service later that afternoon. I then found out that day that AT&T was claiming that the $2,000 back in September was never received by me or from my account and that I needed to provide proof of the funds from my account. I sat down for another hour and another personal banker typed a letter and printed out the payment from my account. The personal banker's letter stated that there had not been any deposits for that amount or from AT&T at anytime. Days later, the account remained unsettled.

A week later I called and a resolutions manager stated that the only way they would take the money off my account was that I provide a copy of my entire bank transaction history (even after talking with the bank and the first fax from the bank). Again, I went to the bank. Another personal banker (the same one who originally assisted me in September 2013) called AT&T. She informed AT&T (Ms. **) that we would not be sending my bank history and that this was personal information. She also stated to Ms. ** that the burden of proof should be AT&T (proof of that they sent the money to my account).

Ms. ** again requested the proof of the payment sent from my checking be faxed (after this was already done once). She stated she would take care of it that day and would contact Cindy from the bank when she resolved the issue. Another week went by and Ms. ** called and said that AT&T refunded the money to someone else's account and that it was their error. I asked for compensation and she said I would have to speak with a billing rep. After explaining the entire situation and her reading the notes on the account, the rep offered me 2 months of internet. I told her I didn't feel that was acceptable after the way I was treated and how my issue was handled, my time, trips to the bank, etc. She then said three months take it or leave it, we cannot offer you anything more.

This incident and the way it was handled is completely unacceptable. AT&T's careless mistake was at my expense. I had to battle this same issue not once but twice. Once to get my money back and again nine months later to get it taken off my account. I expect more than just a few months' credit and an apology from whoever answers the phone that day. I also would like Mr. ** reprimanded for his accusation and sarcastic comment regarding the check that was sent to me. I did not unlawfully cash a check that was not mine. I believe that he also scheduled my service to be disconnected which was not supposed to happen with my account being under investigation. Will continue to seek action if acceptable compensation is not given. I will also cancel my service and AT&T will never have my business for anything again.

On top of that, I already have a bill for over $300 for the 4 days with this company!!! I am absolutely disgusted! They blamed the entire event on computer glitches and not being able to bypass the system. Isn't that what a support line is for???? Speaking as an RN, imagine coming to my hospital in severe pain, possibly having a heart attack and in need of medical attention, and it tell you I can't because the computer Electronic Health Record will not allow me to bypass the system..... I just hope they would not have to endure such an inconvenience in their lives. Just thinking about karma and how it will all come back around to bite them where the sun don't shine... and I hope it hurts!!

Well today is Wednesday and my money is still being "held" so I called again. This is how they treated me. First call to the AT&T "customer Service": we are going to have to transfer you to our GoPhone team. 2nd call to "GoPhone team": we are going to have to send you to our "billing specialist". 3rd call to "billing specialist" we are going to have to send you to the GoPhone team. So I explained to the woman how I had been sent to her from the GoPhone guys but she refused to listen to me and didn't care that they were just running me in circles, playing phone tag, then got very snooty and rude..

I called my card provider and they told me QUOTE "AT&T ran your card 3 times for the same transaction. We will refund your money but it will take 3-7 days." This is a QUOTE from my bank. There was no error. They charged me 3 times on purpose and then played phone tag to avoid me. I do not understand how they can get away with this kind of crap.

The next bill came to $240. There was an additional $25 added to my mom's line and that the policy cannot be changed. I told customer service (several agents including retention and a supervisor) that I was not told of any of these additional charges. After being a customer for 8 years and having 6 lines, plus a home account, and a business account running about $1500 a month, they have lost all my business. They offered a crappy little $180 credit and apologized for the misinformation. NO SIR! This is not enough! I will not stand for this. I have found many other complaints about this and they refuse the customer. They say they sent out notices. These notices are dead end links I have told them about. They have yet to fix them.

Oh and turns out I didn't even qualify for my school discount because I only had 300MB of data! I'm finding out all this information after four different calls. Then I decided I couldn't deal with all this confusion for the next two years (I have U-verse and internet with them and each month the bill is different. This after they lied to us what our bill would be)... I digress...

Anyway, I decided to send the phones back. Oh that will be $35 because I have used the phones - $70 for both phones. Rep says she will email me return label STAT. I check email over two hours, no label. I call again for the 6th time in 3 days. I was told to go to the store since they couldn't give me a return label. I drive to the store for the 3rd time in two days. Rep at the store says package usually has a return label. Sure enough, it was in the box! WHY DIDN'T THE OTHER REPS KNOW THIS? And, she also tells me that if I mail it, I won't get charged the $70 that applies if I do it at store. Oh my!

I have to send these phones back before the grace period of 14 days or I pay early termination fees. By the time I drove back from the store, post office was closed and will not open till Monday. My time is now limited due to all this confusion. AT&T is so big, they don't care at all! Nobody bothered to ask me why I was cancelling service!

That is not my only problem....A few weeks ago one of the salesmen talked me into a "hot spot device" for internet services to take with me on a 2 wk vacation to be used for my laptop and tablet. Supposedly the only fee I would be paying was the initial $.99 charge for the device. I thought, "Hey... that's great! Set me up!" The salesperson failed to advise that there is an extra $20 monthly fee and made me think that the only amount of money I would be spending was the initial $.99 fee! Long story short I could not use the device on the trip since there was not internet connection at all! Next surprise...a 24 month contract to sign. I said "Wait a minute! You did not tell me about the contract...I don't want to sign a 24 month contract"! "Oh no... "the contract is on the hotspot only not on anything else on your account. Besides if you want to cancel it, no problem just call me". But they refuse to cancel so I am stuck with an extra $20 per month for 24 months for a device I will probably never use. I feel that I was taken advantage of and not given the whole information.

Now AT&T states that I must pay the additional $25/per line once I upgrade even though I waited two years (per my contract) to upgrade and get a new phone. I contacted customer care and requested a supervisor review this situation since I was never informed of this additional $25 fee per line when I switched to the mobile share plan. I was told I would have to wait 2-20 days for a call back. No one called me after one week, so I called AT&T and learned that my claim was denied, but no one even called to let me know! I had the Customer Service Rep re-enter my claim. I am shocked by the terrible service and lack of regard that AT&T has demonstrated. I was basically told that there is nothing AT&T can do since I have been under the mobile share value plan for more than 30 days. Yet no one ever told me about these stipulations when they called numerous times a day and harassed me to switch to the mobile share value plan. I would like for someone at AT&T to call me and resolve this. My claim numbers are ** and **. Thank you.

Lost my phone the other day, and once again the CSRs at the call center did nothing, jeopardizing my account. My phone was at a friend's, luckily, but after finding out that the company has CSRs that do not do their job and do not protect its customers, tonight I asked for a supervisor about this new issue. Patrick ** kept apologizing, thanking me for the information, yet refused to offer any compensation for the trouble his CSRs created for me by not doing their job. He felt the $50 I was given from the previous experience, and his appreciation of my letting him know about the issue with the CSRs was sufficient. I'm shocked that someone who claims to be a supervisor would ever demand customers to accept his apology and thank you for the information, as the only compensation for such negligent and illegal behavior.

If their CSRs do absolutely nothing, except to fraudulently add a service, and refuse to turn off access for their device, leaving it open for anyone to abuse, is not safe, and definitely not a carrier I trust and do not want to patronize. So I had my service disconnected immediately. Patrick ** and AT&T do not value its customers, and I hope you and others avoid them and stick with a carrier that can be trusted to hire ethical employees.

So now I went to AT&T again and was told they couldn't help me, then I called to get help and was told the same. They were unable to give me a number that had not been used and since this was reoccurring I cancelled my account. I was told I would not be charged an early termination fee but I was hit with a bill of over $400 to cancel. When I called them because of this, I was told they do not guarantee their phone#s and that I should have continued with my contract if I didn't want to be charged a fee. They do not protect the customer at all, I wasted two years paying for aggravating service with them and they did nothing to help my situation. Awful service, so thankful to be done with them.

They took my unlimited data away when I purchased a new phone. I argued with them that they couldn't take away my existing features per their press release. Did no good. My phone was broken - I finally just said, "Ok, give the smallest you have as I'm not giving you anymore money than I have to if you will take my features without permission." They have been stating for the past 6 months that I had to have told them to take it off and couldn't prove I didn't. I have been fighting with them about the data issue for 3 years. They put my miniscule data on my husband's phone instead of mine. There goes his unlimited and mine. Seeing a pattern here?

I asked this past week if they could just swap the plan they gave him in error for the one I have as it is a tiny bit larger and he hadn't chosen it. No again. But he could pay for more data. I had upgraded my problem-riddled Apple to a S5 Galaxy. They somehow have put my rolled over contract date on my son's iPhone5 he got 2 years ago and I'm now rolling on my old contract that reads that I purchased the S5 on 3/1/2012. They didn't make that phone until 3 months ago. They are unsure how to fix it.

I called the president's office at AT&T corporate and a rep (so many problems, they have their own reps that you wait in queue for one) spoke to me like I had a mental deficit, very disrespectful, condescending, and rude. He said AT&T didn't make mistakes and that they had a strict policy they had to adhere to. He didn't know what the policy was but he had to stick to it and I was welcome to find another company if I was unsatisfied. He also said that I had no proof that I hadn't requested the change in unlimited data. At this point, I just wanted them to put the slightly higher one on my husband's line and the lowest on mine where it was suppose to go after the unlimited debate. They couldn't even manage that most miniscule of customer service but now at least I know what the company thinks about its customers at the corporate level.

I did receive an e-mail from them explaining that they took my data away because of the purchase of a new device. This contradicts everything they have said about that issue in a nutshell. I filed a complaint with the CEO attaching copies of original press release about the unlimited data, the contradictory e-mail they sent me, and his personal press release from April of this year spouting the integrity of his company. It won't do any good but it made me feel better to write it. Why do I still have AT&T? I live in a rural county and they are the only providers of landline service (live in a hurricane state) and the only cell provider that I don't have to walk down the street to use my cellphone. Over a barrel. A CB or 2 tin cans and a string would serve me as well and not give me as much grief in retrospect.

Week 3, no word from AT&T on "progress", no improvement in service. Talked to someone else in tech support who said Robert never should have said what he said - I finally was honestly told my neighborhood has no to minimal service quality. He transferred me to the Cancellations Dept. Cancellations is the only dept at AT&T where you can honestly count on someone helping you. Talked to a lady who said she'd send me a return label to mail back the phone to their warehouse (the store I bought it from refused to help) and she told me once she got receipt that the phone was sent off from the post office back to them, she'd cancel the contract without an Early Termination Fee. She said I had to wait to port my number until after the contract was cancelled, otherwise the Early Term Fee would automatically be applied.

Yesterday, they cancelled the contract. Was free to port the number back to Verizon. Verizon called this morning saying they weren't able to port it because my AT&T service is not active. They patched me into AT&T. Guy at AT&T says they need to run a credit check on me and have to activate the phone again? He said I might get charged a $40 activation fee. Told him I wasn't paying that and asked to be transferred to Cancellations Dept. They said I wouldn't be charged that. No one should if they activate their line again within 59 days. Told them I just need it active again so Verizon can port the #. They got that done within 15 minutes. Verizon then ported the # within 5 minutes.

AT&T's customer service is extremely frustrating. They read off scripts, give inaccurate info and many of them are hard to understand. It's sad that only the Cancellations Dept is capable of helping people.

Another issue with AT&T was their taxes and surcharges. Why was theirs $18 and Verizon's under $10? I had called them after getting the first bill, was on the phone with a lady for 10 minutes who seemed flustered because she couldn't figure out the calculations behind the numbers on the bill. Mysteriously, we suddenly got disconnected. I do believe she hung up on me because she didn't know how to handle the inquiry.

I was with Verizon for years and wish I'd never left them. They have competent customer service, they don't read off scripts and they get things done. All the pain of dealing with AT&T was not worth trying to save a few $. If you have problems with AT&T, make your case from a technical standpoint (you have a contract with them to provide you service, if you are not getting a signal, etc...they are not holding up their end of the contract). If they are not doing that, that's your justification for getting out without paying an early termination fee.

He said that he could not get me $160 plan, it was too complicated to explain why, but he could give me the comparable plan for $170. I agreed, put my signature on the line he pointed to, and walked out of the store. The next month, I got a bill for $215 excluding fees & taxes. I called AT&T. Apparently, there was insurance added to two of my phones at $10 each for extra $20. The AT&T rep said that I was supposed to give my permission to add it, which I never did. He was able to take the insurance off (now the bill was $195) and offered $50 one-time credit; the rest I should try to resolve in the store.

I explained the situation to the Store Manager. He said that, in fact, the salesperson gave me the correct quote of $170, but that price assumed no contract. Apparently, I had a contract, and that was why my bill was at $195. I said that the contract was never mentioned, the difference in price was never mentioned, the only number that was given to me was $170. He said no, everything was explained to me and I agreed to the higher price. I asked how he knew any of it, since he was not present during the conversation. He said that he knew his salespeople, and they discuss everything with customers.

I asked him to explain how the insurances that I never knew about showed up on my bill. He responded that I agreed to it and signed the papers. I asked him to show me my signature. He said he could not do it because it was electronic. I asked why I would sign for something that would cost me more. It made no sense. He also said that now every time I upgrade my phone, $25 would be added to the bill unless I pay the full price for the phone (with my old plan, I paid $200 for the phone, and my bill was unchanged) never mentioned before.

To all of my question, he responded that I came into the store to accuse his salespeople, and if I wanted anything I had to prove that I, in fact, did not agree to the new deal. I wanted to go back to my old contract; he said it was no longer offered. I asked if I could terminate my contract, pay the balance for my phone, and get the new no contract plan. He said it would cost me $695 to terminate, then I had to pay $50 per phone activation fees, and some other fees. So, based on him, a month ago, I could have terminated my contract and go on $170 plan without contract, but now I could not do it anymore. Anyway, he continued to accuse me of being dishonest, so I just left.

Because of the conflicting information received from the store, I called AT&T to get general info on the new plan for existing customers. I was told that with my 2-year plan (the one I had before), I would not be eligible for new no contract plan, I would only be able to go to another 2-year plan. So, that was another piece of information contradicting what I was told previously.

The problem with AT&T, aside that I was given the wrong/incomplete information leading to the higher monthly bill and then being treated like a common criminal, is that you have to rely solely on what the salesperson is telling you. You have no choice. There are no brochures in the store explaining all the details of the plans. Unless you are a new customer, or have a clear cut case, the AT&T website is not of much use either.

Unlike all other industries, there is no contract in front of your face with all the verbiage and the final number you would have to pay. They just show you a line on the I-pad that you have to sign. And there is no recourse. You have no rights as a customer anymore. So, if you ended up with the salesperson who is unethical or incompetent, too bad for you; it is not AT&T's problem anymore.

I selected monthly since I get paid monthly. What this AT&T pre-paid refill portal does NOT say however, is that each month I am charged, it is for 30 days FLAT. Anyone see a problem yet? So today, mom’s phone is effectively turned off with no service simply because there are thirty-one days in July; I simply have not paid for that additional day. So as a result, AT&T tried to draft my account unsuccessfully EARLY and therefore discontinued the service.

When calling in to straighten it out I was told by someone (and their manager) in broken English that “is just the way it is.” So I asked besides the other three options that I could select, are there any other plans that WOULD get me to the fifth of the next month, even IF it was a variable amount from the $25? And the manager said that there was not. Laughable, ABSOLUTELY ludicrous. Upon examination of other “go-phones” from AT&T’s competitors, it is the same THROUGHOUT: 30 days flat or no service. I wondered if option two would work and the representative said it would be the same for the longer months. Option three is EXACTLY like option one and option four could work well EXCEPT that as the year progresses, my billing cycle would keep getting pushed back and pushed back until I was paying for an UPCOMING month in the PREVIOUS month, and as covered earlier, I only get paid monthly. So a billing cycle for me on a limited income could never work as my billing date keeps getting bumped backwards.

The BOTTOM LINE is this: It’s all about money, the TRUE bottom line. Whom am I to take issue with? The infallibility of man and his infinite wisdom in chronicling the Earth’s rotation around the sun, thereby creating a ridiculous calendar year that changes every four years with a different amount of days each month? Or is it an issue with these gargantuan companies, above the law, too big to fail and offering little to no recourse in the event of little-guy dissatisfaction? Could it be possible that in some way, the very same opportunists running these companies are KNOWINGLY taking advantage of our silly calendar year?

The answer is OVERWHELMINGLY YES!! Especially given that it isn’t really possible to have an operating go-phone for the time period that you paid for given that these phone companies are living and operating in a FICTIONAL calendar year…one that is sometimes 6 days shorter, or every four years, 5 days shorter. Either way, there is NOTHING I can do about it except not use the service…really any service or utility that isn’t billed in arrears where I am ENTITLED to a receipt or itemized statement of expenses. Even then, there is no consumer protection against unjust price hikes and poor service, without jeopardizing the warm blanket of your personal good credit…which, WILL affect your ability to get something OTHER than a go-phone.

So what do we do about it, other than ranting to each other and warning others to STAY AWAY; a warning that can only start a minor boycott which really has no effect on the company overall? Continue to help the little-guy write legislation that re-enacts Glass/Steagall, help to re-remove corporate personhood (because these companies OWE US MORE than just a simple personal disagreement between two “people”), help to remove tax inversion and outsourcing incentives to save our American jobs, increase healthy competition and reinvigorate customer value no matter how much the customer spends. And lastly, picket until you’ve developed blisters from holding signs ENFORCING prosecution of white-collar crimes including THEFT OF SERVICE and ECONOMIC PERJURY.

I am not trying to preach or even get too far off the subject but it is CRUCIAL to understand that these executives running these companies DO NOT care for the customer service exchange since the products being peddled these days are crap and they KNOW it is crap. Instead of product improvement or investments in customer relations, they would rather outsource and evade their taxes. You and I would go to jail in a heartbeat for doing just the same. The intrinsic problem however is how to throw an entire company in jail now that each company is a person? Don’t bury your head! Get involved! If every one of us stopped working all at once, if every poor person banded together (poor being defined as below 40k), we could bring back the necessary checks and balances that our great democracy REQUIRES!

During the next year my wife and I called AT&T many times with no satisfaction. Toward the end of the first year, they sent me a booster that was suppose to help the dropped calls but after we received it and tried it, it didn't work at all. I called again and again and again. Each time we would have the call dropped several times while trying to talk to an agent. In the end, another agent told us that the booster would not work for us since we have satellite internet. We are in an area where our only option for internet is satellite.

Finally in June 2014 I called again and talked to a guy that sounded like he had some brains. He could understand the problems since he could not hear me and had to call me back several times but said all he could take off was $250.00 of the $1100.00 early termination fees and his boss could only do $400.00. The call was dropped again and I didn't get a call back. The next day, I switched back to US Cellular. Now they want me to pay the early termination fees plus the bill for the month of June. That is hard for me to swallow since when I switched back to US Cellular I had them get all of our numbers from AT&T. This complaint could go to several more pages but I think this should be enough.

I feel that ATT does not value its customers, just looks for quick profit. I have been with them since February 2000. I was willing to upgrade my contract and to pay for the phone at a discounted rate. Since I got promotional plan in April he explained to me that it would be void if I was able to extend and upgrade the plan. Which would be an increase of $25 on my monthly bill. I opted to pay for the phone at $27.50 monthly rate and leave my contract the way it is.

I just want the other families, customers to know what they are in it if they upgrade the plan. If you sign a new 2 year agreement, you pay for the phone at the discounted price but your monthly service plan goes up to old price of $40 a month. If you decide to pay the phone over time your bill will be almost same with either option. Now if you change phone on all your lines it will eat up any savings that you got with promotion in April. Either way we lose and the only winner is ATT. I am greatly disappointed with their tactics. I did look into switching my line to another carrier, but I would be still paying about $60 more for the single line plan.

Also, his employee Nathan ** (not sure if spelled right) used an unprofessional tone towards me, and when I mentioned this to his supervisor Joshua **, his reply was, "I was right there and he didn't yell." Not only did he use an unprofessional tone, he told me he would be glad to direct me to customer service in order to cancel my service. During the entire conversation, I had three co-workers in the office with me while my phone was on speaker, and NONE OF THEM could believe the tone or the treatment from either employee. I am so upset today and I intend to continue to inform others via internet, etc about this.

After being directed to customer service in cancelling my service, I explained the same EXACT situation to the person who was to cancel my service. She was very helpful and apologetic to something she had nothing to do with, and even offered me a better plan, and very NICELY might I add. AND THAT, is how customer service should be!!! Question: What loyal customer appreciates that type of treatment? Answer: Zero. KUDOS to the woman at AT&T who saved the day!!!

Then when I was instructed to use online, the website tells me I do not have coverage, but the store and my prior bills confirm I do have coverage. I have been transferred around multiple times and have even talked to Asurion about my issue. Now Asurion is sending me back to the store. I am extremely irritated as we all know how vital it is to have a cell phone. I don't see a point in paying $10 a month for insurance and having to deal with this headache just to receive a replacement phone. Not to mention that I have spent over 5 hours of my time trying to sort out this issue. No one seems to have the answers for me and I want to drop At&t as my wireless carrier immediately.

I've been with AT&T for almost 12 yrs & always paid on time, but I recently got a promotion & I only get paid once a month. Trying to get everything on my new pay schedule, everyone except AT&T has managed to get my billing changed around. Can't understand anything anyone in the Philippine call center says. Our contracts are up & we are going with Sprint. I dread when AT&T buys out DirecTV. DirecTV is the best in customer service. They won't be anymore when the buy out goes thru.

Trying to get problems resolved is like a comedy of errors. If you saw this in a movie, you'd think the writers were exasperating incompetence. But it's not funny because AT&T is leaving my mother vulnerable. She now lives with me but is still home alone. She's taking blood thinners and is a high fall risk. Her unit stopped working on 7/3. I have been trying to get this resolved for nearly a month. They keep sending units to the wrong address in spite of reviewing and confirming the correct address each time.

Customer Service makes arrangements for the units to be picked up at the wrong address but they remain there. A new unit finally arrived to my house today, 7/29. I unpack, charge it and try to connect to the call center to get it working. It doesn't connect. It won't turn off. I call the emergency center, they're not customer service and can't help and customer service has gone home. I've made 7 phone calls, talked to 10 people and sent emails. No one is able to make this right. This is absurd!

This time, when we called AT&T, we WERE NOT greeted with Professional Representative. This particular Rep wanted to Re Read our Phone Bill Too Us (& was completely oblivious to the fact that our phone bill had more than doubled!). I then asked to speak to a Supervisor/Manager (as I needed to speak to someone with a hint of common sense). This was wishful thinking on my part. The Manager then proceeded to Re Read our phone bill (much as his Trainee had done before). I tried my best to get him to understand that there were Multiple Phone Plans on our New Bill. All he kept reemphasizing was that ANY Discounts that I enjoyed on our previous bill were No Longer Valid, under our New Phone Bill Contract! All he wanted to do was restate the company position on our new contracts, but eventually relented on an $83 credit (on our current bill).

When I angrily reminded him that there were multiple phone plans on our bill, he tried to coerce me by stating that he could always add the $83 adjustment back to our bill! He also wasted a large amount of our discussion trying to "Bait & Switch" me/us into the AT&T Next Plan (stating it would save us "some" of the money that we are now paying). We ended the discussion to "Agree to Disagree". I have filed complaints with the FCC, BBB, FTC, & The Texas State Attorney General. One of my stated Resolutions is to CANCEL our recent 2 Year Agreement & allow us to switch providers. We have been loyal AT&T Wireless Customers for over 15 Years, but it's painfully obvious that this company No Longer Values Long Term Customers. It appears that they are solely in a "Maximize Profit" Mode (at any Expense). Our Household Goal is now to be Free of any AT&T Services! We now realize what a Huge Mistake it was to Resign with this company.

I then found some features of the S5 that seemed like they would be pretty cool, but when I would try and activate said features for example, Multi-Window and Toolbox, I got this nice little message that said "Oh, you can't run your screen reader with this feature, turn it off." That wasn't the big issue, even so. Annoying yes, but not a big deal. I then get an update to the phone sometime last week that rendered Google Voice Search unusable with the phone's built-in screen reader running.

Of course... This is the clencher. I have spent the past few days trying to figure out a way to get a different device that doesn't have this problem, and still, no dice. All I seem to be getting is the red tape and general bullcrap of no one having answers, and I'm about ready to leave AT&T over this if the problem is not resolved in a timely manner.

So... We signed on the dotted line. About 3 weeks later, we got our bill. It was out of control high. Like $400! So we called customer service and they brought it down to about $115. We paid it, expecting to have a $90 bill the next month, but It never went down to what they said. We are each paying $40.00 on top of our service package so that we can use the phones WE ALREADY BOUGHT!!!!!! Our monthly bill is $137.68.

When I brought this up to them after receiving my first bill, they basically said "Tough luck, you only had 14 days to cancel." But we didn't even get our bill until after the 14 days were up. Now we can't afford the money bill and our only way to cancel is to pay the termination fees. And if we can't pay the monthly bill, how are we supposed to afford the ETF?!? I am in college and so we can't afford this much, which is why we went with AT&T - cause they guaranteed us $80/mo. I'm sharing my story cause I have a lot of friends who AT&T screwed too by not being upfront and honest... DON'T SIGN ON WITH ATT!!!!

Since I still have about 8 more months on my contract, I do not have much choice but to start looking for somebody to taking over my plan and to move to another carrier. I hate to do this as I have been with them for a couple of years but practicality dictates I have to move to another carrier that can give me a better price and who will not renege on their promise.

After a few hours I received no text message verifying this. I then attempted to contact again and they were already closed. Fast forward Monday morning, 7:00 am CST payment made, phones were still on, stayed on until 12:00 pm CST. After phones were disconnected I immediately contact customer care where I was transferred to the collections department; however, they had received my $200.00. I verified with them it was received, had the confirmation code and everything. 4 hours later and 8 reps later the outcome was ridiculous. I was informed that yes they had the payment but because it was after the 19th they disconnected me first thing Monday because on the weekend they are not able to do it. They see where I was online, but they do not see where I called. I explained it was from a home phone that is marked private, and asked, "Isn't it possible for someone to have made a mistake?" Simple answer, NO!

During the 4 hours I was hung up on by a supervisor, and disconnected by 2 times during chat. Only one of the 8 spoke English. Repeatedly I was told that they appreciate the payment; however, they had to receive the past due to restore service because they had voided the arrangement. One representative had threatened to refund my money which takes 7-10 business days to get back. That is $200.00 and then I would definitely be past due on my payment. I spoke to her supervisor who said that that was not true, so this rep straight up lied to me?!? I finally went to the store who explained in detail what happens, and even checked my call history. He SAW the call made from my phone, as well as the chat history which explained what happened with the payment on the 19th. So after all of this and all this time, basically they just didn't want to look into it.

I was called a liar from multiple reps, spoke with 3 supervisors. Not one would admit that it was possible that someone in AT&T could make a mistake, which is what happened. They have to actually go into a particular program to document the call, and a different one to change or correct issues with the accounts. COMMON SENSE. I was told by a representative at a local store that anytime you have issues with customer service or any 800 number just calmly say that if you are not helped and treated with respect that you may disconnect service. That is the only way that anyone will actually listen and help.

It is a lose/lose situation. This was a plan, not a "promotion", that we signed up for back in February. Now every time the next three phones on this plan are due for an upgrade, it will raise the bill an extra $25.00 per month, with each new phone, and we will be paying a ridiculous amount for each phone. Nobody ever said one word about this increase when he purchased the phone. The paperwork was stapled to the receipt "after" the purchase was made. Even the wording in the paperwork led us to believe we would be unaffected by any type of increase. I have to make sure I have a two hour window of time every time I need to call them and most of the time hang up without any resolution to my problems.

I have had nothing but trouble with my U-verse television service, land line, internet and wireless. I am completely fed up and preparing to stop all services with AT&T. I am so frustrated with talking to the "Tammy's, Joe's, Kevin's, and Karen's" in the Philippines, who clearly understand just enough of the English language, to give themselves new "American" names, but continuously utilize the language barrier to their advantage, "trying" (yes, I am using this term, loosely), to provide customer problem resolutions. I was told by a technician who came to my home that I can ask for an onshore agent. This would be great, if they would be willing to connect you to one.

2 days later, the full amount for the line cancellation plus my regular phone bill were taken from my account AFTER I requested that my EFT be canceled. I went into the store and spoke to a manager after calling customer service and being put on hold for 35min. The manager at the store said he could see in the notes that my EFT should have been canceled. He called customer care for me from the store and they claim to have no way to refund the money to my account at all. Every phone rep I spoke to put me on hold for long periods of time, then just transferred me to someone else. *I assume the person in the cubicle beside them* I never actually spoke to a manager on the phone.

AT&T took unauthorized funds from my account and no one at AT&T seems to be willing to do anything about this. I've been a loyal customer for over 6 years and have been late exactly 3 times. I'm disgusted with AT&T and will be canceling the rest of my lines, including the lines I have at my business because of this situation. Melissa

I called AT&T today to discuss this, and after 1:15 minutes and 4 different people, they said it is Policy to send two notices and then send people to collections. While having service, if I was 1 week late with my bill, they called my cell to tell me, but once you cancel, they just don't care. They don't call you, they don't let you know, they send you two bills snail mail, and then to collections. It doesn't matter if you paid regularly for 36 months. I asked their CSR why this was the case. She had no answer. I told her that sending someone to collections is serious, that it can affect people trying to get houses, etc., and if they had made one phone call to me, I would of paid them. She said Standard policy is to send two letters then send them to collections. Then I said I would rather pay AT&T because even though they screwed me, I still would prefer not to pay a collection agency. She told me I was not able to pay them that I would have to go through Franklinservices. I said, "So you are refusing to take my money", and she said "yes."

I just don't get it. When you are an active client, you are more important because they want you to keep paying them and maintain your service, but once you cancel, they don't care. You are not a person, you are a cancelled account number. Send them all to collections! That'll teach them to cancel! Oh and once you cancel, they will refuse to pick up their equipment and tell you that you have 30 days to return the equipment or they will bill you $1,200 for it. The funny thing is, during this 10 months, I received several "special priority codes" to have me restart my service, but not one bill.

Got in the car and called 611, they could not help me because I didn't have my husband's last four digits of his social security number, I told them "l have our account number and if you would pull it up I have authorization to this account." That didn't matter I needed his ssn. "You let me go into the store a put a $600. phone on this acct. without asking for his ssn but I can't get this charge taken off this acct." Asked to speak to her supervisor and she hung up. Called back stated same to a different asked for supervisor he wouldn't do anything without his ssn. Went home called again this time with my husband. Was told this charge my acct was credited and it will not appear again, but I heard that last month. HOW CAN THEY PUT A CHARGE ON ANYONE'S ACCOUNT WITHOUT PRIOR APPROVAL? AT&T doing this to others and getting away with it?

I told him I didn't agree to that and that I want to return the phone. He said it was too late because according to the contract, I only have 14 days to return the phone. I told him I was not given any contract. He said that I could go the kiosk where I got the phone and talk to them. The next day I spoke with customer service again and they adjust my bill down to what I was paying before but they will not help me with returning my phone because I didn't get it from them. I went to the mission valley kiosk and luckily the guy that help me that day was there. And I told him that he didn't said to me that I was buying the phone, that he told me it was free upgrade, and that I want to return the phone, that he never give me contract, and that he never mention that I will be buying the phone.

He said let me told to my manager. I don't know what the manager told him but he passed the phone to me and told me that I received a contract and that it was too late to return that phone because I only had 14 to return the phone and it was past the date. I told him I was not given a contract nor verbally advice of their 14 days policy. The customer service person then told me to go to the mission valley store and that they will help me. I went to the mission valley store and they couldn't help me because it was not their merchandise that I needed to dealt with the kiosk. They give me a phone number for a manager name Christine. I was not able to talk to her. I left message and she reply to me by text saying to email her and she will get back with me. I sent a text to her explaining the situation to her then she said to send her an email which I did.

After a couple days she reply to my email saying to send her the little receipt that I got from christian. That took her another couple days to reply. After a couple phone calls from my part, she text me saying she will have a supervisor from the mission valley kiosk call me. After a couple days, I got a call from supervisor apologizing, saying he was on vacation and that was the reason why took him too long to get back with me. I explained the situation to him. He said he will research and will get back with me. After a few days he got back with me saying that manager agree to give me $75.00 credit. I told him I didn't agree with their solution because I was not about the be paying for a phone that I did not agreed to purchase for the next 26 months. I told him to go back with his manager and they at least will meet me half way and adjust half of the cost.

The supervisor call me today and he said that manager did not want to do anything else and it was the 75.00 or nothing. I told him thank very much but that I was not happy. I called AT&T wireless today. I spoke with a person, she said that actually I didn't get a bad deal after all and in another words I should be happy because there is no two-year contract and that when am done paying for the phone, I can trade it for a new phone, and that I agreed to the purchase because they send me an email and I should read it. She said that I was given 75.00 credit and I asked her when did they credit me. She said, "Well you got 25.00 credit." I ask her if she was done with me because I felt that she was getting very rude and that she call me a liar because she said that I agreed to purchase for the phone when I signed for the $52.00. I didn't want to talk to her anymore and I hang up the phone.

Last time I had problems like this it was reported to the credit bureaus and I had to pay to get it taken off. I never should've gone back to them, but it was the only service offered in my area for internet without having to get satellite. They can obviously see that service isn't offered where I live so how on earth can they still be billing me when service was supposed to new turned off on numerous occasions? I will never pay this bill and I will never go back to this company again. I dare them to put it on my credit again! I can't believe this company has turned out this way and are still in business. This is fraud and I cannot understand why no one has sued them and had them shut down for all the fraudulent charges they are trying to get people to pay. What is this world coming to? I don't know what else to do.

In July I got a new bill saying the equipment charges were still owed and I was assessed an $8 late billing fee. When I called ATT billing, they told me only technical support could reverse the charges. I talked to technical support and he e-mailed the billing supervisor who apparently responded with a comment that the charges were appropriate and I would have to pay. To be succinct: the rationale for charges was never adequately explained; there is a division of customer service into multiple departments which do not appear to have clear procedures in place to how to handle complaints or even explain the rationale for the billing charges; inappropriate late billing fees if disputed charges are not paid.

Couple months into this billing mess the copies of statements from both departments were ordered for me to review, as no customer service rep was able to see both. The next day my wireless services were disconnected. Only through a complaint to the BBB I was provided manually combined billing information from a rep from the office of the company president?!?!?! She refused to acknowledge their billing me on two different accounts for internet and wireless services. There are no apologies for the monthly hassle of calling the company in order to get the right billing info and the amount of time spent on the phone with them. They refuse to drop the account disconnection fees as I had to sell their phone to pay for new one with a different company.

In the end, AT&T turned me to the collection agency for the last bill that is due at the end of the month. After months of inappropriate billing and inability to provide clear information on the accounts they continue their anti customer service. BBB was able to facilitate obtaining the information on the accounts, but had no comment on the customer service and billing practices. After learning that AT&T is taking over DirecTV, I am canceling their services.

So I no longer needed the replacement phone they sent me and as per the instructions they included in the box, that should I not need the device anymore, to follow the simple instructions and use their pre-paid return label and drop it off any USPS location. I dropped it off on the 30th. A week later I started getting calls, voice mails, emails, and text messages that AT&T still did not receive my returned device and I could be fined up to $900.

I called customer service this past Wednesday night, July 9th at 8 PM and explained to the 1st customer representative that it would be really helpful if I can get a tracking # or return address so I can at least get a lead if I'm to open a case with USPS since I didn't take down the information when i returned it. He transferred me over to the warranty department and I spoke with the rudest and most unprofessional representative ever in my life. She cut me off almost at every sentence and basically said it's my fault that I'm too late. I'll get fined because I didn't know how to do my job right, while all I wanted from her was a tracking #. But she said she doesn't have that information. Every time I started my sentence, she said "Well you're too late, you're gonna get charged. Too bad," and making it very personal along those lines.

I was already distressed when I started the call and one with her left me feeling completely violated, helpless, and verbally harassed. Several times, my voice was extremely shaky because I was going to break down to tears. When I asked if I could speak with someone else, she refused to transfer me and told me, "They will tell you exactly what I just told you now. You're at fault," then hang up. I was not treated like a valued customer who has paid all of her bills on time. For once, I felt so grateful phone calls like this are recorded. So I called back again and told the 3rd customer representative what had happened and how I was treated previously which she communicated to me of how appalled she was by this and that this is not how AT&T treat their customers. She was very nice but she still couldn't find or give me any leads.

I called back again at 12 AM and spoke with the last representative of the night. He turned out the most helpful. He went onto Newgistics.com and entered the tracking # (finally!) but it said no tracking information found. How is that possible? It would have been better if I had just paid for the return myself and be able to track it and avoid this whole nightmare! I asked him if I should go to USPS, but he told me I would be wasting my time honestly and to rest assured, there's no one he knows of that's worked there longer than him and it's a common thing for tracking numbers not to show up in their system; that the box is probably still in transit because it was a holiday week with July 4th and all. He confirmed that I will get a confirmation email once my device has been returned. Before hanging up, he promised to write up a very "good" note that I called and presented him with my concerns.

Last night, July 12th I called back again around 10 PM as I still didn't receive any emails. I dreaded but wasn't surprised to hear that my device still hasn't shown up yet. Thankfully this representative was also pleasant and patient and adhered to my needs. I asked her for the return address if she can find it on her end, but all she could see is that it went back to Fort Worth, TX. Both of us tried to Google it to see if we can find an exact address and she tried calling one but no one picked up on the other end. In the end she was only able to pull up 2 warehouse ID #s but that still doesn't help if I'm to speak with USPS. She wrote up an email with my case and forwarded it to her supervisor and promised she or her supervisor will definitely get back to me in the next 3 days.

Apparently, this isn't the first time that this type of case has happened as I was doing research online: ** and on the ATT forum itself **. I posted my own replies on both of them and sent a private message to the community manager to help me out as well. She reached out to me this AM but after talking to her, I'm being recommended to go back to where I sent my package to see if someone "remembers" me or to see if their logging system has any record if the package was sent from their building. OK, I've already wasted so many unnecessary hours of my time being transferred from one to another, what's another one to me. I will go tomorrow but I'm sure it will be a fruitless attempt. The AT&T social media manager provided a link for chat support to talk to them also of my concern, but they said they cannot even access my account!

At least one of them give me a good idea to request another return label to see if I can get a return address on there. So yet again, I called customer service at 5:30 PM today and she was also thankfully nice and patient with my case. (She told me I have a lot of notes under my account - at least they're taking it down, that I've been on top of this!). When she sent me another return label to my email and I opened it, I was deflated again when I read there's no real address on this return label. All it says is Smart Label Returns, Parcel Return Service 56901. So with no lead on an exact address or a working tracking #, I'm told by one representative not to go to USPS because it's a waste of time and another telling me to go to USPS because it's their fault. I feel completely fed up and at a loss of what to do because no one seems to know exactly how to handle this. They will still charge me on my next month's bill for a phone I returned. Might as well try my luck to pull a security footage of me walking into USPS with a box and coming out without one, right?

I'm absolutely appalled that this (based on what I've read through forums) has been going on since 2011 with the same case scenarios of responsible customers returning devices with AT&T's pre-paid return labels then punishing them with bad customer service and charges for a faulty system that clearly needs to be addressed. One thing is definite, AT&T will lose me as their customer once this case is closed and I will warn others to steer clear of this company.

At this point I was still out of town and went to one of the AT&T stores to get it replaced. The AT&T rep checked the phone and said he couldn't find any physical damage outside the phone and told us that they do not have replacement service at the store and we have to get the phone again via postal mail. So when we returned back home next day and ordered replacement device for overnight delivery. We received the phone and sent back the second replacement device back. Now today AT&T sent that device back to us stating it is damaged from inside right by the charger pin.

AT&T is now charging half the price for the damaged device that we did not damage and full price for my original device. Why would I pay for the damaged device that I did not damage? We don't push the charger in the phones. It doesn't fit (AT&T is telling us we might have pushed the pin and damaged the phone). Isn't this call a fraud per code of ethics to charge the customer wrongfully? I am totally not satisfied with AT&T and if they still charge us for the device, I will not pay a single penny because it was not my fault. I have never done nonpayment and have excellent credit history. But in this case I will fight for the justice and not make any payment.