AT&T Wireless Reviews

A few days later we learned through outages and loss of security cameras over Internet that AT&T was not only changing our speed, but they are also taking away our static IP address that we had used for the last year or so. I called to complain that our IP address at home was now changing daily and was told that it would cost $15/month more to continue something that we had been grandfathered in with earlier. I reminded the wireless reps and AT&T wireline/Networking folks that we had not sought a DSL change but had a commitment that any such change would have no other negative impacts beyond a year's commitment. The wireless AT&T folks passed the buck to wireline/DSL folks at AT&T and vice versa. One rep said they'd have AT&T's "ICU" department look into the promised service and resulting problems, but nothing happened.

I decided to live with that until we got our first bill which increased our DSL charges from $3 per month to $4 per month, rather than the promised reduction to $19/month. I called "Marti" on 2 May 11 and asked for someone with "ICU" in AT&T due to them breaking two promises now. And after putting me on hold for several minutes, my call reverted back to their initial voicemail hell menu and I gave up for that day. Be aware that AT&T wireless reps will offer deals involving your wireline services and upon **, you will be in the AT&T bureaucratic no-man's land where no one takes responsibility.

We are now researching a change to another provider since a pending merger with T-Mobile will only make things more impossible in AT&T customer disservice. Also, if you get a text message telling you that you must take the affirmative action of sending the word "stop" back to the scammer in order to avoid them getting AT&T to bill you for their 'product' which you never ordered, you should not have to pay to send "stop" or confirm. Instead, AT&T says that you should send that scamming text message with complete 'header' (phone number that the scammer texted from) to AT&T text message number 7726 which should be a free text and will alert their spam personnel--for what that is worth.

The problem with this is that there are limitless phones that can still get through that I have no control over, even though I have entered the time of day restrictions via Smart Limits. This is deceptive and it gives parents a false sense of security. Nowhere on AT&T's Smart Limits page does it explain that incoming calls and text messages will still come through on your child's phone even though you have set up Smart Limits and time restrictions (except for the 30 numbers that you are allowed to enter). Any reasonable parent will be thinking that they have protected their child from phone use during the middle of the night when, in fact, they have not done so and they don't even know it. That is asinine. I should be allowed to void my AT&T contract for false and deceptive advertising.

I asked to speak to the Manager, Mr. Steven ****. He said that he would take care of the matter and he would see to it that I got my deposit back by check in the mail. On March 12, 2011, I contacted AT&T again for an update on the status of my deposit. I was advised that they tried to reimburse me through my bank at Wells Fargo as of March 7, 2011 and my account was closed. They had to go through a whole another process stating that they had to make sure what I was saying was true and check into the matter. The first week of April 2011, I contacted AT&T again. I again spoke with the customer service. I was advised that the check was sent out and I should have received it as of April 9, 2011. Today, April 12, 2011, I called and spoke with the customer service again letting them know that the check still hasn't arrived. They advised me that it wasn't processed until today. Is this right to the customers? Highly not. I am very dissatisfied with they way AT&T does business with their customers.

In the "User Guide" it states The Pay as You Go system will notify you to refill your account when: Your account balance is at or below $5; Your account has 10 days left before it expires; Your account balance is too low to pay for a call. However, this has never been the case. They notify you, by a text message on the cell phone, up to 5 weeks before payment is due. The text message is - "It's time to refill your account" (and then notes to call "611" the Cingular payment center).

The first time this happened, I thought I was paying for the next three months, with the starting date the day that it was supposed to be due. However, this was not the case. They start the next three month cycle on the day that you actually pay the bill, which means that you are basically being double billed.

When I called them to question them on this I had an extremely hard time with the customer service representative, but eventually got this back to the date the 3 month cycle was supposed to start. The rep gave me an example such as - if you pay any of your bills before the actual due day, the next bill will start 1 month from the day that you paid. I said, no that is not correct and gave an example that if my rent is due on the 1st of the month, and I pay the next month's bill on the 15th, according to you, the following month would be due on the15th, meaning that I had actually paid for the 15th to the 30th twice. He didn't get it.

Anyway, I have complained to Cingular several times about their "double billing" practice without much success. The end of my next 3 month billing cycle will be May 5th. I received another text message on March 31st saying that "It's time to refill". I was again very disturbed.

I called Cingular through the "611" phone number and, again, expressed that I have notified them several times that it is not okay to say it was time to refill 5 weeks before the actual due date and I wanted this practice to stop. She said they couldn't, and that this was done automatically via text from the company. I suggested to her that Cingular is probably collecting a "whole lot of extra money" from people who do not write down their due date and that someone should look into this.

She then offered my next expiration date an extra 30 days later (than May 5th). I told her that that was not the purpose of my call and I was not interested. I just wanted them to be honest and fair. Who knows how much AT&T Cingular is collecting in this double billing scam and why hasn't this been addressed? I hope that you will look into this matter. Thank you for your time.

To my surprise AT&T claimed they never received the device. After a lengthy conversation, they said they would call me after an investigation that never happened. I got in contact with them, again, we went through the same process and again they promised a call and again no call. I called and asked that they look up the tracking # to the return label which they created and they refused claiming they can't do that. How is it a company that creates a return able cant lookup a history on a computer system to retrieve information on a document they created with their personal assigned account? We continued the back and forth a few more times, after a few so called investigations they continue to insist that they never received the device and that there was no way to retrieve the tracking info which they created. It's unbelievable to believe that in this day in computer systems age they expect me to believe that they can't retrieve information from a personalized company account.

I wait a very long time to see if the situation somehow irons itself out, it does not in fact. I start having problems with the account. I no longer can make payments online I have to go to a store and be charged a $5 fee. I finally got fed up in March of 2011 and transfer my phone over to the most reliable phone network in the USA. I accept that I have to pay for services and cancellation fees. To this day, I have not received a bill. I called them on March 19, 2011 and learned that they transferred my account to a 3rd party collection agency which will add 18% to my final bill.

Frustrated, I asked if they can see if the IMEI number to the iPhone 4. They claimed they never received and it is active on their network. In other words check to see if the iPhone is active on their network, it will prove that it left my possession and can be track to how it was re-assigned. If it's active on the network they it was without a doubt redistributed by AT&T. They are going through everything to avoid that phone is known so that they can keep my money.

I want a full thorough investigation to be launched. AT&T has the ability to track the information of a return label which they created. They also have the ability to see if the phone is in use and who is using it and how it was assigned to them. I'm asking that this account be placed on a freeze. No collection or payments be made until this issue is investigated with full access which AT&T is denying to do. I'm also asking they retract the bill from the 3rd party collection agency. We have unsettled issues and it should be resolved before others are involved.

Don't report this to my credit agency because I can pay and will do so once I get a fair chance at resolving this problem. All I ask if AT&T does what they can to prove me wrong, show me the tracking # of their return label, see if the phone is active on their network and if so how was it assigned. Did the new owner activate it? Did AT&T resell it? Come on this is easy. They can do this and why are they refusing to assist me.

I have done what's right. I hope AT&T will do the same. What I'm requesting is not impossible on their part. They just have to want to do it and why are they being so difficult? Please help me settle this, if they can prove it was not returned, I will take the lost at this point. They are ripping me off as they continue to refuse to help me in any way shape or form.

This is ridiculous. With the price of AT&T being one of the highest in the market, I expected better! I can't FaceTime my family anywhere. I should have just grabbed a tablet from T-Mobile, so I could FaceTime my family while I'm on the road. Overall, I am very displeased; it is almost like I don't have a phone at all the way it lacks reception.

Because they change plans without any notice. they have you calling every month because of charges they have applied to your bill without notice. Then they tell you that you called in and made these changes.

I have to dial a number 4 or 5 times before it will finally go through because it says "called failed" or "network busy". The person informed me that there was a tower outage and it was being repaired. I still am having problems as of today, 03/02/11 and I called them again. I spoke with a representative named Shay and she informed me that there were in fact 3 towers in our area with outages. I ask for some compensation on my bill since I was not receiving the service that I have to pay for in advance. She informed me that she was only authorized to compensate me $10. I told her that it was insulting to me for a #1 Nationwide Cell Service Provider to offer such a minimal amount since I have paid around $180 for the last 3 months service and then she said, "okay I can give you $20". I felt that she had indeed lied to me and that it was poor business.

If she could increase by $10 without approval from a supervisor after telling me she was only authorized to do $10 in the first place. I asked to speak with her supervisor and she informed me that that person was in a meeting and would call me back. Someone did indeed call me back and said she was a supervisor (I did not get a name) and had pulled up my account and that I had indeed used my phone during the time frame I had referred to. I agreed that I had used my phone but I should only have to dial a call once to get it to go through unless the line was busy and also should be able to receive calls and voicemails in a timely manner and I was not.

I asked for compensation and she asked if I was requesting a full compensation of the last 3 months, and I said no but I feel $10 - $20 is totally inadequate for what I have paid out of pocket and not being able to use the service as I should have been. The supervisor hung up on me without saying anything else or resolving the issue.

I then started concentrating on the lack of service reception that I was receiving and spent numerous hours on the phone with customer service again. The representatives were very nice and seemed to be trying to help and talked me into trying to stay with AT&T because they had tower problems in the area and that they were working on and it would take some time to fix. I decided to allow AT&T time to correct the issues. After a year of trying to get these issues corrected and receive the service I was being billed for, I decided to switch to Verizon and end my contract with AT&T.

Now, keep in mind that I had mentioned canceling my service with AT&T numerous times with customer service and they talked me into staying because they were working on it. So when I finally decided to cancel my service, I was told that I would be charged a cancellation fee of over $200. I argued my point about the year of terrible service and billing issues. I was told that because they had issued me the credits, because I decided to wait a year and because their notes on the account that their personnel had entered into the file did not support the reasons I was providing for them, that they would not waive the cancellation fee.

I escalated my complaint to the BBB. After numerous correspondence with the "Office of the President" (sounds fancy doesn't it), I was basically told, "Too bad" and they stand by their decision. So I will pay them $1 a month for the next 200 or so months. It will cost them more to bill me than I will pay them.

I called the customer service and asked them to disable/block it on non-iPhones phones, which she did. I received a message on one of the non-iPhone phone, on January 26th, saying that because it's a smart phone, I had to have the data plan.

First of all, I was notified about this policy 30 days after I signed a contract; when I no longer had an option to break the contract without penalties. This is a deceptive practice. Second of all, at no time during the contract phase or when I called customer service that I was told of such policy. When I called the customer service on January 27th regarding this message, I was told that opting out was not an option nor did I have the ability to terminate the contract penalty free. Now, I am stuck with extra $60 monthly fee for the next two years which translates into $1440.

The reset did not stop the shut downs at all. I started to do research and learned that the shutdown issue was being experienced by many other Captivate owners. There are many boards and forums with people complaining about this issue, not excluding AT&T's own community website. Those having their phones replaced by AT&T were getting refurbished devices that were also shutting down. Those who went to Samsung for repair received their "repaired" devices and still had shutdowns.

In December, after having a particularly bad week with shutdowns, I again called AT&T. I explained that my phone had been reset and that it still had shutdowns. At the same time, Samsung had sent out notification that there was a known issue with the Captivate that caused it to shutdown. It also stated a serial number (or IMEI) range and manufacturing date range that would most likely experience the shutdown issue. In short, those phones manufactured after 6 Nov 10 would not have this issue. The operator assured me that I would not get a phone with a shutdown issue and proceeded with processing a warranty replacement.

I received the phone on January 7th. By the next morning, the replacement phone had shutdown on me five times. I repackaged the replacement phone and sent it back to AT&T. I called AT&T the same morning to report to them what had happened with the replacement phone and that I was assured by the previous agent that the replacement phone would not have the shutdown issue. I was told by the current agent that there is no way to ensure that any refurbished phone that is sent to me will not shutdown.

I then stated that I purchased a new Samsung Captivate; instead, was sold a defective device with a known issue. I should be able to have the new and non-defective device I paid for in the beginning, not a defective phone that will be replaced with another defective phone. The agent stated that if I wanted a new phone, I would have to contact AT&T customer service, which I did. As it turns out, that was just a redirect, as they also told me to contact warranty to see about replacing my phone.

After a "cool down" period, I again called AT&T on January 24th to inquire about getting my phone replaced. I explained that I had been having shutdowns, received a replacement that also shutdown and wanted to receive a non-defective phone, as that is what I originally expected when I made my Samsung Captivate purchase. The agent stated that the refurbished phones which were sent out were not defective as of November 6th. I then stated to him that the replacement I received was in early January--well after November 6th--and it was certainly defective. I added that the November 6th date was manufacture date, not a ship date.

I had already been down that road and tried everything. What I really wanted was to have a non-defective Samsung Captivate, manufactured after November 6th. Unfortunately, the agent reverted back to the statement of the previous agent--there is no way to ensure that the refurbished phone sent to me will not shutdown. I reminded him of the manufacture date and suggested that sending me a phone manufactured beyond November 6th would (according to Samsung and AT&T) ensure that I received a phone without the shutdown issue.

I am now asking for your help with this issue. At this point, I would like AT&T to replace my Samsung Captivate with a new Samsung Captivate, since that is what I paid for. Once they realized that the shutdown issue was wide spread, all Captivate owners who purchased a new Captivate that was defective should be able to get a new (not refurbished or repaired) Captivate that is built without this issue.

I have been trying to deal with AT&T for 2 weeks now and this has forced me to be without a cell. Once I am away from my home phone, I have to use pay phones or inconvenience someone to use a phone. It has also delayed a trip I had planned to Vermont.

Our doctors cannot use their cell phones in the hospital to conduct medical business with patients or discuss surgery in the OR rooms. Most of the people at this hospital are changing to other providers.

They inform you that these conversations may be recorded. I hope that they are and the manager/supervisor is listening to how some of their employees are talking to their customers. Why do they only give you an option to do a survey when you have received great help? If you’ve noticed, you never receive a request for a survey once you have been talked down to or treated horribly by your customer service rep.

I know that this will not change anything but I do have a little hope that there is someone out there sitting at their desk, reading this and knows exactly and understand my experience. Thank you for listening.

I drove 40 miles round trip after confirming with the original representative what the costs would be. I left the store extremely frustrated, called the 611 number again and spoke with John. He said the first representative made a mistake, and I asked how they were going to fix it, he transferred me to Justin (Resolution Specialist) and I again explained that all I wanted was what was told to me, a new phone for $49.99 and sign a 2-year agreement. He said that was not possible, so I hung up the phone.

I drove 40 miles and wasted 2 hours of my time for nothing. I use my phone for work and now I'm going to be out of $200 extra, plus my time and gas money. The fact that AT&T doesn't have a better resolution path than this is insane and upper management should be help accountable. My only recourse is to change my home phone, my 3 cell phones and my Internet over to another carrier. My suggestion is to avoid AT&T at all costs if customer service means anything to you.

I will have to purchase a phone that will reject given phone numbers.

I called this morning to cancel the service because of this problem. I was told that we still have to pay a fee of $135.00 for the early cancellation fee because they do not guarantee service. I was not aware that the law permitted companies to collect fees for services that they cannot provide.

In December, the beginning overcharge was 156 megabytes compared to 0 on the phone's counter and as the month progressed, the overcharge increased until at the end of the month AT&T's website showed 230 megabytes more than the phone. The overcharge was 19 megabytes at 5:00 a.m. on 01/03/11. I called AT&T in December to complain and they "opened a case" to investigate.

When I noticed by mid-month (after not hearing from them as promised) that the overcharge had grown, calling them back resulted in being informed that the "case" was closed and no over billing was found. This was all the more frustrating. There was no explanation offered as to the charge that appeared at 5:00 a.m. on the first day of the billing cycle.

I also called Apple to find out if there was any record of the iPhone's usage counters having problems with any operating system version and I was told that there were no problems with the iPhone in this regard but customers call to complain about being overcharged by AT&T all the time.

The last tech support person I called wants me to go around town and copy the address and time of where I make the calls so that they can have their engineers track the problem! So with gas at almost 3 dollars a gallon, I should do their work? Then I said if you can't fix it, I want out of my contract. They of course said I could get an upgrade at a "discounted price"!

So, I am the only one who is supposed to keep up the end of the contract, meaning I have to pay the bill or buy my way out, while they can't provide the service! I would think they have broken the contract.

I am very upset and disappointed in the AT&T service and wish to write to the CEO and board members, which I shall consider.

4) AT&T also failed to advise their clients that they no longer had Verizon satellite singles, that they were dropped by them. And that is why the service is so horrible. I have always applied by my agreement with AT&T. If I changed my contract and dropped another line, I always paid for my new contract, and etc. Please ask them to provide you with all of payments and reasons for change. AT&T was also trying to overcharge me an extra month. I called and asked one of the operators why I was being charged for a month that I had already paid. She advised me because the payment was late! So, they added it back to my account.

By then I knew that they were overcharging me and a lot more of their clients. If you guys were to call and investigate, I am sure that it would be confirmed. I also asked what happened to my rollover minutes that I paid for all of the years, and they took back. When you buy anything, it is yours. That’s another breach of the contract. You don't take back what someone has already paid for. That also goes with the ringtones. You purchase the ringtones, and after a year, you have to repurchase. So, who is really breaching the contract? I need help.

During this time, I also observed that the phone that Ms. **** gave to me was a used and defective phone. The model number on the box did not match the one on the phone. Prior to 12/18, my husband's phone’s back cover started to slip out. On December 18, upon our return to Ms. *****'s store, she showed me the exact phones that she had on display on 11/28 and which I did not like. On the said date, Ameer informed Ms. **** that the back of his phone is slipping out constantly and he wanted to exchange his phone as well. Ms. ***** again became aggressive and indicated that nothing is wrong with the phone and that she has the same phone and it is working fine. She said that Ameer deliberately damaged the phone because she could see dust under the phone screen.

At that point, it was clear to me that Ms. **** did not want to exchange the 2 defective phones for two working phones. I told her that it was obvious that the phone is defective and the reason for the dust under the screen. She said she was not talking to me and asked me to leave the store. We then attempted to reverse the contract and she again became defensive and angry. She bluntly refused to exchange the phones and indicated that if we reversed the contact, we will have to pay a re-stocking fee of $100 for the 2 phones.

We left without a reversed contract or 2 new phones. After we left Ms. ****'s store, it was abundantly clear to me, given Ms. ****'s defensiveness and reluctance that she had full knowledge that the 2 phones she gave us for a fee of $70.00 were defective. Ironically, even though she alleged that AT&T was doing repairs and the reason for the poor reception that I complained about, Ameer did not experience that poor reception with his phone that I experienced. We repeatedly told her that the phones were defective and we needed to exchange them but on each occasion Ms. **** dismissed our complaints and acted like she was using the phones and not us.

Despite our complaints, she insisted that nothing was wrong with the phones without examining them. I subsequently contacted AT&T on 12/18 in an effort to obtain a meaningful resolution or alternatively to reverse the contract. On every occasion I contacted AT&T regarding Ms. ****'s conduct, I received contradictory responses from its representatives. The first AT&T representative told me that AT&T has no control over third party agents and cannot resolve my issue and that I must return the phones to the point-of-sale. After I told AT&T that Ms. **** refused to exchange the phones and I am not going back to her. I was given an address at **** which is another third-party agent who may be affiliated with Ms. ****'s store and would probably exchange the phones. I subsequently called back to determine what my options were if I could not get the phones exchanged at the Rockaway address that I was directed to go.

On this occasion, I spoke with a different AT&T representative, Angela, who informed me that I must go to the point-of-sale to return the phones because no other agent will take the phones back. At some point during this conversation, Angela called Ms. **** who informed Angela that Ameer admitted to her that he damaged the phone. I told Angela that Ms. **** is a downright liar. I was there during the discussion and Ameer did not say that to her. Ameer requested a phone exchange because the back of his phone is constantly slipping out. Angela then reassured me that AT&T is going to make an exception at one of its corporate stores. She said someone at the store would examine the phone to determine whether the phone was physically damaged as alleged by Ms. ****. We were instructed to go to the ****. I asked Angela for a contact name, she said to just show up and speak with anyone there.

On 12/19, Ameer and I took the phones to the AT&T store located at **** as instructed by Angela and spoke with Gerard. We explained the situation to him and he said they cannot do anything and that we must return the phones to Ms. ****. I told Gerard that Angela said they made an exception that we bring the phones here and if it is determined that Ameer deliberately damaged the phone. He pays $25.00 for the phone, we returned my defective phone, and we will either have the choice to reverse the contract or get 2 working phones from AT&T corporate store. To my surprise, Gerard said he could not do that and called Ms. **** who told him that we must pay to restock the phones if we want to reverse the contract. I told Gerard that was unfair to pay $100.00 to reshelf 2 defective phones which Ms. **** will hand down to other customers as she did to us and called it an upgrade.

At that point, I refused to pay $100 to restock 2 defective phones that we were not responsible for and instead requested an exchange of the phones for two working phones. Gerard called Ms. **** again who indicated that she would exchange both phones for an equal exchange. In addition, during my conversation with Gerard, he admitted that by just looking at my phone box and the handwriting in blue marker clearly indicated that my phone was a rejected phone. He also denied that AT&T was undergoing any repairs as alleged by Ms. ****. We left the store without any determination regarding ****'s phone nor a solution. AT&T just added more insult to our problems and made it more burdensome.

Upon returning the phones for a second time to Ms. **** for exchange on 12/19, she again refused to exchange ****'s phone and bluntly denied the fact that she told Gerard that she would exchange the phones for an equal value. She took my phone since it was obvious that the phone she gave me was a defective phone and the box the phone was placed in was not the right box. Despite the fact that the exchange should have been of equal value, she gave Ameer a phone in exchange for my defective phone for $105.00 and applied only $33.88 of the $45.00 plus taxes that I paid via credit card on 11/28 for the defective phone.

After spending over 4 unsuccessful hours on 12/19 to either reverse the upgrade or obtain 2 working phones, I contacted AT&T again on 12/19 and spoke with Kadisha. I reiterated the whole incident to her and of course, yet another contradictory response. Kadisha told me that she was going to send a new phone in the mail and provide a return address for the defective phone then subsequently reversed her statement and said she can only offer us another upgrade for an additional $60.00. I refused and told her that AT&T should assume some responsibility to resolve this issue. It is abundantly clear that Ms. ****'s conduct is unethical and deceptive.

Moreover, AT&T is supporting this type of unethical business practice and made it impossible for us to reverse the shoddy upgrade. On each occasion during my calls, I was given completely inconsistent responses by all the representatives that I spoke with at AT&T. To add insult to injury AT&T sent us to its corporate store knowing that the problem would not be resolved. AT&T policies consistently change during every conversation I have had with its representatives on 12/18 and 12/19. In essence, AT&T indicated that they could not do anything because it is a third-party agent. Irrespective of this allegation by AT&T, AT&T has given its third-party agent Ms. **** full access to our account with its permission to transact business on its behalf and yet refused to intervene regarding Ms. ****'s unethical conduct. AT&T should be responsible for its obligations to contracted customers.

The service we received from AT&T though its agent is certainly a downgrade and not an upgrade. Also, the contract does not reference restocking fee if a customer cancels his/her contract within 30 days. From inception, we were given 2 defective phones for an upgrade. I am requesting that we have the opportunity to reverse this shoddy upgrade and return the two defective phones without any liability. We are within our 30 days limit with valid reasons to reverse this upgrade and should not be held accountable for restocking fees for 2 defective phones.

With all due respect, we should have been given two new phones of equal value without any additional fees or alternatively, the opportunity to reverse the upgrade since we were given a downgrade. While AT&T is proud to say that they were giving up an upgrade, the phones, the 2 defective phones we were given did not even have videos while our older phones do have videos. Basically, AT&T has implied that we should be bounded by its 2-year contract with 2 dysfunctional phones while paying the monthly charges. If we have to provide our own phones then the contract should not prevail. I look forward to a fair and reasonable solution to this matter.

After seven months of the modem faulting out and losing all of our services, we finally had a technician come out after 50 some service calls. He said our phone lines were full of water and rotten out on the pole. We were told AT&T was running new cable and would be completed by the 15th of December but our service has only gotten worse. Now, they are sending another indoor technician out to open a new ticket to check what they have already checked and know that there is no problem indoor and that the problem is out on the line. I would not recommend U-Verse to anyone!

She went back to the service center (why called that, I don't know) and asked if she could exchange the charger. The rep told her that she'll see what she could do, and ask one of the reps behind the counters, and she told her she would have to wait in line, and she was fourth in line. She decided to come back the next day. She came back the next day and again asked if she could just exchange the wrong charger, that an AT&T rep sold to her, and she was told to wait in line. After an hour in line, a couple came in, asked the rep if they could explain one thing about their phones, and they were allowed to then go ahead, and order another phone, passing the three people in line. Then after finally getting to a rep, she was able to change the charger which took about 5 minutes.

I called the service center to see if I could purchase a gift card without standing in line, and they told me I could and to come on in. After getting there, I was told to wait in line, and I was the fourth in line. After waiting in line for about thirty minutes, and still fourth in the line, I watched someone come in and go straight to the counter, and transacted business. I left the store explaining to the door person it is easy to see why AT&T is dead last in customer service. A company that has grown so much, now shows the greedy contempt they have for their customers that helped them get there.

When my services were first requested to be turned on for one residential account, their customer service representative requested two accounts to be active. I received my first bill and then another bill for a different account. I spent hours within the first three days of receiving the bill informing representatives that I only requested one account. Needless to say, their customer service representatives are tarnishing my credit report with an account which never existed. Who needs two separate accounts in a residence? I know I don't need two accounts; I only need one.

This account is now sitting in collections because of their customer service representative's inability to adequately set up new accounts. My account, which is actually in use, has been continually charged for technician services on my internet. I have called countless times trying to resolve the persistent unauthorized charges that their technicians keep billing me for. I have never requested a technician to service my internet or come to my home for maintenance. Their service representatives will never allow me to speak with a manager about these problems.

I waited on hold for long periods of time to constantly be transferred and to be disconnected. I have explained to their representatives that there are several class-action lawsuits which have been filed against AT&T. I have also tried to have problems like this resolved and to inform AT&T of its actions, such as these, which cause class-action lawsuits. I have tried on several attempts to explain that AT&T needs to research this serious flaw in billing and to have the situation corrected.

This is a continuous monthly problem and all I do is waste countless hours, which add up to days, on the phone arguing with unauthorized charges to my bill. I have explained to their representatives and I quote, it is customers like me who could file a class-action lawsuit. I never once said, I would file. I stated that all I want is the issues resolved and to speak with a manager! Yet, even with my requests and continuous explaining of this serious problem, AT&T customer service representatives refused under good cause to credit my account for my time and continuous notification of a serious billing problem for unauthorized charges.

Now, I am requesting again in writing under good cause for the bill in collections which tarnishes my credit to be resolved within a timely manner. Secondly, I am requesting under good cause for every month I've had service a free month of service.

Since I have had to call about issues every month I've had service, I find it reasonable to receive a free for each month I've had service. I've had service since May 2010; therefore I'm requesting a minimum of eight months of service. I use the DSL internet to complete a Bachelor's Degree online and volunteer my time on the internet to assist in the arrests of criminal offenders, especially repeat sexual offenders.

Finally, a knowledgeable person needs to investigate and prevent the future of these billing problems from persisting. I would also suggest for their employment process, to complete an overall evaluation of one's abilities to adequately complete his or her duties within their company. I would not consider a survey from customer's effective, for surveys are not always offered for the representatives who failed to effectively complete the tasks at hand.

Lastly, here is some research done pertaining to similar problems related to AT&T which sufficiently back up loyal customer concerns. The road AT&T is on with all of the legal allegations, AT&T is constantly up against will result in AT&T going bankrupt because of all of the class-action lawsuits. This is why it has come to my attention that AT&T would rather settle to reduce the losses. This is the way a business is run, am I correct? Therefore, a resolution is imperative.

Due to AT&T's inability to adequately send a correct bill without unauthorized charges, I have spent countless hours which can be compiled into days complaining on the phone. I am on a prepaid phone wasting my minutes to speak with the company. I am an online college student who has to submit homework online. Every time there is an unauthorized charge, I have to call AT&T and wait for the credit to post (if the credit is done correctly) to pay my bill. My services have been interrupted. I have also been disconnected for paying a bill on the day it was due through their automated service.

When the problem first began, one of my classes suffered due to these continuous problems. I received my very first C. I have been paying continuously, for I need the service for college. Therefore, I feel I am owed for the costs I've lost and punitive damages for my credit being affected. I spend my spare time on the internet volunteering. The more time I waste having to handle these problems, there is one less criminal offender being tracked down and reported to local law enforcement.

AT&T is even affecting the safety and well-being of society because my time is being consumed by them.

I spent 2 hours and 13 minutes on Skype. being switched from department to department. ATT does not care at all about their customers. They will lose me as a customer and I will lose about $170 for the phone and $140 for early termination of my contract. All this lost money and frustration for me just because the new phone failed one day after the 30-day initial warranty.

Under the 1-year warranty I would get a refurbished (used) replacement phone. Every department representative toed the AT&T line and refused to work with me. AT&T is the worst. Don't sign up with them. They don't stand behind their products or their services.

The gentlemen assured me he was taking care of things and I would not have to worry about it again. That if I happen to get another $40 bill to call and let them know and go ahead and just pay the $14.95 until it corrects itself. So again, I waited. I paid the $14.95 and go on. I get another bill. It's still showing charges at $40. Now, I have late fees and past due charges. I called and they told me that I have finally got to the person that will help me take care of the problem (still not true). A few days later, I received a disconnect notice. I called and they told me they are taking care of it, crediting my account. It will all be corrected the next month. Another months pass, still no results.

November 29, mid morning, I'm online and my service disconnects. I called and they told me it's because I have not paid my past due amounts. I told them to read my notes. She did (Robin ***) give me an ID of xxx, told me she is "the one to take care of it all." And after 6 to 9 phone calls later, I believed her. She told me she is crediting my account for two months and fixing the billing. I was satisfied with two months of free service after all of my trouble and this all to be over and taken care of. So, I've been waiting on a bill to see the results. Yesterday, I received my bill. Wow! Add salt to the wound. They charged me for a restoration fee of $30 for their mistake. And once again, my billing is not taken care of.

There's more issues. I phoned AT&T once I opened my bill. The phone lines are not set up for problems like this. It wants to send you everywhere but where you need. I finally get someone on the line and I cannot understand the man. "I am speak English," he does not do it well. There's some more salt to the wound. So I hang up and call back this morning and I asked for a supervisor. I stayed on hold and the lady comes back on the line and says one will call you right back. Five hours later, still no call. So, I called again, talked to a gentlemen, explained that I would like to talk to a supervisor and do not wish to go over all of this just to get transferred and explain it again. He says, "Okay, I will transfer you to a supervisor." I got transferred to a disconnected personnel (more salt to the wound.)

After transferring three more times, I get Jennifer, ID# xxx. Jennifer assured me she was going to help. I hope she did. However, I found out that they did not start my contract in August. They started it last month. I told her I will show them cancelled checks showing my payments. She said she sees that I have paid. They just posted it last month. So my contract is from November 2010 to November 2011, not August 2010 to August 2011 like it should be and that it will take 2 or 3 more billing cycles to get this resolved. She cannot help me either.

She just adjusts my account to where I am paying my $14.95 and it will eventually all equal out. All I want is to see what I actually owe and not their billing issues. She cannot give me an answer to why the billing is messed up and they cannot fix it and why they did not start my service date in August and I'm in a contract two months longer than I should be. I asked for a copy of all of my notes from all of my calls and she told me I would have to go through the police department is the only way they do that. She is not authorized to send them to me.

I would think my records are mine and I should be able to see what they wrote. Last night, I got online to email a complaint to AT&T, and it was next to impossible to find a place to do that. I finally got there somehow. Haven't heard anything back from that complaint letter. I did send a complaint to the Better Business Bureau. I do not want any money. I am just very frustrated at this kind of customer service. No one can help. No one can correct it. The billing is messed up and they can't do a thing about it. Just wait for it all to work its way out. I either pay $40 a month and later get credited back when the billing kicks in (I'm not doing that. It's not what I signed up for) or get disconnected and lied to. Bottom line, AT&T's customer service is bad. Their billing is messed up and it's hard to get through online and to the right person in situations that no one can fix.

I called up the ATT Customer Care and they refunded me the charge immediately and put a blocker on such charges. But it didn't stop Flycell to keep charging me further. Flycell is definitely a scam, but it seems ATT is also well aware of this and they are working with them to siphon out extra money from their customers.

This is a fraud, and Flycell and ATT should be brought to justice. I am getting harassed now every time I call ATT Customer Care and they show that they are giving me a refund as a favor. It's not a favor. It's a scam and ATT is a part of it.

I feel cheated as if there was no way I could end my agreement with AT&T without paying some kind of fine. Even though I ended my service agreement with them on December 5, I am expected to pay over $90 for service in December, which I will not use. I actually cannot use the mobile because I ended my agreement with them. Although this is not a great deal of money, if they do this to everyone or the majority of those who chose a different mobile service, it would greatly add up. This seems at par with the service agreement lawsuit they lost recently.

The phone was finally turned off by the employee, one Leon ** at around 12:30 pm. I got the employee's name by calling the following overseas long distance numbers, he called with my phone while refusing to answer my calls to said phone. I have reported the matter to the Fort Lauderdale Police (Case #**) and hope an arrest is made soon.

I would appreciate this employee being investigated by AT&T as no one wants a dishonest person representing them. My phone, a Palm Treo T850 Pro, had proprietary software from Primerica installed which drove the value to over $700 and the phone calls made by this person cost $136.00. I would sincerely appreciate an attempt to make this situation right, as this was unnecessary and should not be condoned.

This has been the worst customer service and the previous rep Mr. ** told me that it's my fault that I did not call in when I saw those changes, and that he can't do anything for me because I ordered it. There was no apology and empathy, and then he placed a supervisor named Ms. ** on the line who was rude and kept interrupting me and told me that she won't help me because it shows I talk to someone. Then she refused to give me her ID or first name advising me that she has the right not to tell that information.

I need something done ASAP because this is going to turn into a legal issue because they did the same thing last year and this year again. No one wants to take responsibility for the actions on my account. I need a response to let me know what is going to be done. I have paid for services I never used because AT&T did not provide with the services I was promised or purchased.

AT&T has failed to provide me with a copy of a signed contract with my signature or any other proof that it was me, there in the store signing it. And, of course, I am billed with the early termination fee for the contract I have never renewed. It gets better, I have decided not to spend any more time on pointless telephone conversations with friendly AT&T representatives and their managers and take AT&T to court. I have called AT&T to get legal information - corporation name, legal address, etc. At first, a representative told me that this information can only be given to an attorney, second, after explaining to the representative that such information is public in the first place, I was told that I can only get that information from the AT&T National Complaint Center and I was given a number to a coin store in North Carolina.

At this time, I am gathering information to file a court case. Any help would be greatly appreciated.

I am just now getting that one taken care of, and now there is a new problem with AT&T. My husband and I lived in TX, and I had an AR cell plan through them. I put my husband's two business cellphones and his son's on my plan, and upgraded the family plan for more minutes. Last month, we decided to get a divorce. I let him and his son stay on my phone plan, because he told me he would pay the bill, until I found a job. He went in to an AT&T store to pay the phone bill, and the rep gave him a really hard time, asking him question after question, and asking for security codes, just to pay the bill! I called AT&T, and told them anytime someone wanted to pay my bill, they needed to let them. They don't have to give out any information about the account, just take the money, and credit it to the account.

The bill did not get paid. My husband called me from an AT&T store in TX, because I am now living in AR, and asked me if I would authorize him to split his phones off my plan. He then handed the phone over to the AT&T rep. The rep asked me if it was okay to transfer the phone numbers over. I told the rep that as long as he paid the entire balance, everything that was owed on that account, because I was closing that account, and getting an Arkansas one, just for me and my daughter. He reassured me that my husband was paying all that was due on that account. So, I authorized him to move my husband's phone numbers off my account. This was the only leverage I had, to get him to pay this bill, as him and his son were the only ones who used the minutes. My daughter and I only used the unlimited texting.

I went ahead and got that account closed with a woman rep at AT&T, and got Arkansas phone numbers. I went in to look, to make sure that the old account had been closed online, and it says I am past due for $285.60. I called and spoke with a rep, and they told me that my husband only had to pay the past due amount on the account, to get his phone numbers transferred. Well, that was not what I authorized. The rep also told me that at the time of the transfer, $616 was due, but only $331 was past due. I have been battling this out with his attorney, while we are in the middle of a divorce. I have called AT&T umpteen million times, and told them I do not have a job, and this is a legal issue, and to not send that account to collections. This was their fault for not making him pay that bill, when I requested everything to be paid, before they transferred his phone numbers to him.

Now yet another thing is going to collections and hitting my credit. I have never had problems with any other service providers, and this is twice that they have put a blemish on my otherwise sparkling credit. I work very hard to pay my bills to keep my credit good. Then, on November 30, my mother noticed that when she called me, she got a recording that said this number is no longer in service. I called 611 to speak to AT&T, and it said it had been suspended due to non-payment. I called them, and told them I had just made my payment and it was showing on my online account as being paid on November 13. The lady started stuttering, and put me on hold like 5 times. She finally came back and told me that the phones were back on, and that someone had called them, and told them to shut off my phones.

My husband knows my social security number and DOB, so I would imagine it was him. I don't know how that can happen, but evidently it did. Then I asked about the old account, and if I could just make payments, seeing that my husband was refusing to pay that bill. She sent me to another department. The lady told me that it was too late to make payments on that account, and they could shut off the phones on my new account, if the old one was not paid in full. I don't get how I could even get a new account, if I had an old account that had a balance due on it. It is really strange. The whole thing is fishy to me. Every time I ask about the old account, they cant seem to find it. They have already given that old cell phone number out to someone else. Weird!

How can they close an account if it has a balance due? The whole thing is really strange and confusing. I know I told the rep that was doing the transfer of phone numbers that I authorized the transfer only, if the entire amount due on that account was paid in full. He did not honor my request, and now I am paying for it.

I am unemployed and in the middle of a divorce. The cell phone numbers that were transferred over, were the only leverage I had to get my husband to pay that bill. Now, it is being sent to collections, and I can not pay it. I am having to pay my current cell phone bill from working temp jobs here and there, barely making ends meet, living with my retired mother, living off SSI. I would not be having this problem, and would probably be divorced by now, if the rep had just done what I asked, and made my husband pay everything on that account.

The manager did credit back to my account three months of charges but the latest month was less than $2.00 so far so my 3 month credit totaled $21.65 not $29.97! So far, I have been unable to get a phone number or address for hot-hot-news.com to try to get money from them. I don't believe I will be able to get my money back.

AT&T manager has now set up PIN codes on my two cell phone lines to keep this fraud from happening again. Why don't they set it up that way to begin with before I was out $80.00.

My complaint to them was that I had not been notified. Three long calls later, I was told the text message (my notification) had been sent to the Sierra Wireless device, which is a modem. Even the supervisor could not tell me how to retrieve a text message from it. Nowhere in the contract did it spell out how notification was to occur. They claim that the "system" automatically sends out the notice to the lowest number in the series on the account, which is in this case "the device". The supervisor seemed to think that this action satisfies "notification to the customer". I do not.

The question is: would a reasonable person expect a customer to learn how to read text message sent to a modem, just in case AT&T might have a change on terms and condition sent there if no one had ever explained their notification process? I am being skewered by a technicality. Why is this a problem? I never have exceeded their "maximum" of 5GB in a month, until I learned how to download movies this month, which resulted in the overage and block. If I had heard about this change, I would have made it my business to make sure I did not exceed this amount by doing some research about how to view my usage. But why would I ever do that if I thought there was no maximum?

The problem in dollars: If I agree to sign on to their new terms, they will charge me only a $68 over-use fee for this month, and unblock my access. If I do not agree and opt for the right to early termination (which is pretty darn tempting right now), they will charge me the full freight of $681, which is based on the amount for overage in the old agreement (I thought there was effectively no maximum - hint: they say there actually was a 5GB max, but they didn't charge if you went above it). I would prefer not to have to sign this new agreement just to avoid the excessive charge of $681; this would be signing under duress. I was unable to convince Mr. Hedrick that their notification process was not effectively a notification. I have only until 12/14/10 to sign the new contract, or I will be billed the full amount.

I borrowed an iPhone from a friend to try it and see if it was something I wanted to buy. Approximately 2 weeks after beginning use with my AT&T SIM card, I received a text message from AT&T advising me that because I had an iPhone, they had automatically activated the data plan for my phone line (about 2 months ago, I had called AT&T to block data communications from my regular phone to make sure it could not happen by accident, so this went against my services request as well). I called AT&T immediately and spoke to a customer rep requesting to cancel the data service plan as I was not interested in it. I was told that because I was operating a smartphone, I had to pay for a data plan even if I did not intend to use the plan and I used the device only as a regular mobile phone.

I went through three levels of management (or at least so I was told) and always received the same answer: AT&T imposes the data plan to anyone having a smartphone even when the phone was not purchased from AT&T (it seems like Verizon, the other major provider in California, has a similar policy). I believe it should be illegal for a service provider to force me to pay for a service I do not want - if anyone, it is Apple that could impose certain services with its devices (as it does). Consumers are being abused by being forced to pay for services they are not requested or wanted without an option. Because the technology is too new to have any type of formal regulation, they have taken advantage of this loophole. It is time to set limits for telecommunication giants in this area. Kindly look into this, it should be illegal. Thank you.

Each of the phones they are willing to replace it with have similar issues, and therefore I feel uncomfortable accepting if I will have to return and replace it again. I asked for a refund of the amount I spent on the original purchase, $200, and the company says it does not work like this. I want the iPhone for my daughter as we feel this is the best option phone wise so she will not continue to have issues.

They are further adding insult to injury by refusing to refund the difference because I did not call in before I made the calls, though it was weeks after they advertised the change in rate for unlimited daily calls. AT&T is being unethical and insulting by pretending that was a 'new' plan and therefore did not have to automatically supply it at the new advertised price.

I initially paid $300-400 with my new one and they replaced it with these broken down refurbished phones. The bottom line is: they want you to sign another two-year contract and pay for another brand new phone. The other problem is they almost demand you have a home phone before you even get issues resolved. I want my money back I paid for my brand new phone and they need to hire qualified and more caring customer service reps.

Topaz

I have excellent credit, you have my "internal credit" history in front of you. You can see we have had this account with you for years and never been late, so there is no need to get my permission to run an internal credit report". I was told the computer has to run this "report". I was passed along from a customer service representative to the resolution department to her manager Clayton ** at Decatur operations who then assigned me an ICU case number to be handled by Brian **. I don't understand why AT&T cannot simply restore my service since they made the mistake without running this credit report.

In October 2010 was told that there was nothing that could be done to assist me until November 10, 2010 at which time I would be eligible for an "exceptional upgrade". The only way that I could be assured of receiving a phone that would work would be to extend my contract. On November 10, 2010, I called what I was told was the Exceptional Upgrade department at 1-866-650-1836. I was once again transferred from department to department with no assistance. I was transferred to a woman in Customer Care who at first told me that she could adjust all outstanding balances because of my problems.

When I asked her to transfer me to the cancellation department I was told that "policy dictates that if I cancel that no adjustments be made." I informed her that I had already contacted the FCC. I have spent over 21 hours on the phone being transferred from department to department and I still do not have an operable phone. I am asking your assistance in getting out of my contract, 2 lines involved, so that I can obtain a phone that works.

Today, I look at my bill closely and notice the $9.99 charge for the ATT Navigator. I go back and examine the previous months and find it was never removed. So we had been charged $9.99 for over 18 months. Again, I should have spotted this earlier but not the point of my complaint.The first part of my complaint is the fact that they give you a checkable option that clearly says "I no longer want this feature" that is clearly and directly in reference to the ATT Navigator.

After calling today to dispute my charges, I am told that choosing "I no longer want this feature" does not work for the ATT Navigator feature and that you have to call directly and request it be removed. This really made me mad, especially when I asked why they had the disable option available as a selection if it did not actually disable the option. They could not answer that question. My next complaint is that the only refunded a portion of the charges. Even though I'm sure they can view data and tell that besides the initial use of the Navigator, we never used it again.

The next part of my complaint is not the money I gave them. It's the fact that they have this option to disable presented in a clear and undoubted misleading manner. They know that you must call them to disable the feature however they give you the option of choosing disable on the page, even though that will not disable the feature. When I explained this and said it should not be there and should be replaced with "you must call to disable this feature" I was told the page cannot be designed to present things in a way that the viewer will always understand. Not sure what that means. If selecting "I no longer want this feature" does not disable the feature, it simply should not be an option to begin with.

Being with AT&T for two years now and having four iPhone accounts with them, I would expect they would want to keep me as a customer but that is not going to happen, not because of the failure to refund but the failure to correct this misleading option of disabling a feature. The fact that they are aware it does not disable the feature but choose to present it that way and leave it, only tells me it's probably that way for a reason.

Last week, I received a letter stating that AT&T would not send us a form letter from AT&T, P.O. Box 740924, El Paso, TX. It said that they would not honor the rebate because of the requirements were not met; giving several reasons that would not apply to my submission. These reasons included an inaccurate date of purchase for the rebate, late submission, etc. that were not true. I check all of these things before I send in a rebate so my husband and I have called AT&T support dept. within the next three days for 3 times.

On 11/4/10, I called Gwen and she said, they're (AT&T) not doing the rebate any longer. Call Apple. Then I talked to Sadie the supervisor who would not honor the rebate. On 11-5, I talked to a supervisor. named Dorie. Today, Benjamin called the Little Rock AT&T store and the sales rep was not in. The manager denies that there has been a rebate on the iPhone, however, the internet is full of these AT&T rebate forms for the 3gs! Please work with this merchant to persuade them to rebate $100 as they promised.

A week later, I received my phones through the mail and to my surprise, the numbers had been changed along with new sim cards for all 5 phones. I called AT&T immediately and told them of the situation. It took me two days to finally get to through to the AT&T phone service and talk to someone who was willing to help me out. I talked to about 4 different people, and finally someone was willing to help me. The woman on the other side of the phone told me that instead of buying the new phones for my existing lines on my wireless bill, AT&T online created for me a whole new account.

She also told me she could fix it by canceling my new lines and transferring my new phones back to my old accounts, and all I had to do was just put my old sim cards in my new phones. So I listened. I also repeatedly asked if she already canceled my new account and she assured me it was done. With the new line I added for my son, the lady on the phone transferred that line to my old account.

A month later, my son's phone was disconnected so I called AT&T about it. Again, after a 5-hour run around and holds, I finally talked to one of the managers of AT&T who told me that my new account was never canceled and the only way for them to cancel my plan was by sending in the phones and re-doing everything. Also, since it has been more than 30 days, I can only cancel my plan by paying them $240 per line for a total of $1,200 just to fix their mistake of misinforming and them deceiving the costumer. I cannot add another line to my old account because they don't allow me.

They admitted they made a mistake by misinforming me about the situation but they do not take the blame for their deception. I want to fix this situation immediately, but they do not allow me to with out paying for their mistakes.

A week later I received my phones thru the mail and to my surprise the numbers had been changed along with new SIM cards for all 5 phones. I called AT&T immediately and told them of the situation. It took me two days to finally get to thru to the AT&T phone service and talk to someone who was willing to help me out. I talked to about 4 different people and finally someone was willing to help me. The woman on the other side of the phone told me that instead of buying the new phones for my existing lines on my wireless bill, AT&T online created for you a whole new account.

And she told me she could fix it by canceling my new lines and transferring my new phones back to my old accounts and all I had to do was just put my old SIM cards in my new phones. So I listened. I also repeatedly asked if she already canceled my new account and she assured me it was done. With the new line I added for my son, the lady on the phone transferred that line to my old account.

A month later my son's phone was disconnected, so I called AT&T about it. Again, after a 5-hour run around and holds, I finally talked to one of the mangers of AT&T who told me that my new account was never canceled and the only way for them to cancel my plan was by sending in the phones and re-doing everything.

Also, since it has been more than 30 days, I can only cancel my plan by paying them $240 per line and a total of $1200 just to fix their mistake of misinforming and them deceiving the costumer. I can not add another line to my old account because they don't allow me. They admitted they made a mistake by misinforming me about the situation but they do not take the blame for their deception. I want to fix this situation immediately, but they do not allow me to with out paying for their mistakes. My son has been without a phone for more than 3 months. My numbers for about a week were different, hurting my insurance business which is based on my cell phone usage.

I will not pay for a problem which AT&T is responsible for. I pay a total of $125 a month for one line of service and I use my cellphone for calls, texts, e-mails and internet use. I depend on my cellphone for everyday business and dealings and therefore it has really cost me more money than what I have gained from it. I have missed calls from my work, family and friends which has caused me a lot of grief and I am absolutely frustrated with this situation. These big corporations forget who has indeed put them in their financial positions. A business law states that the consumer is always right. In this case, the only thing I ask is to receive a service for which I am paying for. Any help will be greatly appreciated. Thanks!

Suddenly, customer care said that my upgrade eligibility has been changed to April. When asked why, no one knew the answer. I had to spend hours on the phone, on hold for 35-45 minutes each time and re-explaining every single time as I kept getting transferred around. Finally some guy came on the phone, who was very rude and said that they don't know why but the eligibility has changed. They reviewed and said nothing should have changed it as no changes made to the account that can cause this. The whole time though, the conversation required me to really push and push to get answers. All that the customer service guys wanted to do was hang up and say that I am not eligible anymore and they don't know why.

Finally, one of the guys, who was extremely rude to me, said that it must be a system error and that I have to fill out a form called VPGM form at the store. He said that he cannot email or fax it to me. I have to physically go to the store as it is only available in the stores. When probed more, he said that it's some special form to get the AT&T VP and GM's approval as it's a system mistake. But they assured that once that is done, I will be reset back to the original eligibility status date. It was several hours down the drain already.

When I went to the store in Portland, the sales rep there named Hunter said that he had never heard of anything called the VPGM form and he said many times customer service will just make up stuff only to get you off the phone. He said he cannot see my eligibility but he does see that it was changed randomly recently. The customer care notes did say that they did not know why it was changed or how to fix it. I requested him to call customer care and we had a long 2-hour call with customer care going over all the details. Finally after all this, the information I got was that my upgrade date was always Nov. 3 confirmed.

On 10/7, something happened that changed my upgrade eligibility. They looked and looked and said that no changes should have caused this. Usually a new line or removing a line causes this change. Again, after repeating several times and on hold for hours, the lady finally said that because it is a system error and because my current phone doesn't work, they can give me a new phone that day. But the guy at the store said that he can't process it until Nov. 3 even though the customer care team agreed to process it. But they said that it would take longer as they have to ship and didn't have most good phones in stock. The lady, Amanda **, in customer care also agreed that there is nothing called VPGM form in AT&T and the other guy was just making it up to get me off the phone. Finally she assured me many times that a ICU (Intensive Care Unit) case was opened on this which means they guarantee a 72-hour resolution and that they will fix the upgrade eligibility ASAP and call me back so I can buy the phone on Nov 3. They recommended to buy a cheap go-phone until then to tide me over that time.

On Nov. 2, no call came from customer care ICU. I called, waited for a long time, had to re-explain all the details and fight for my case again for hours on the phone and again, they said they don't know why it changed but they don't have a way to fix it. One rep said he does see the ICU case but after an hour of talking and getting transferred to other reps, the other guy said there was no ICU case even entered. Another said the case was entered but rejected. For another hour, I fought and fought and requested an answer, and finally a gentleman called Jesus and his subordinate Lorina both said that the reason for this change might be because of a home address change. I was told that my contract says that if I change my home address online then the upgrade eligibility will be changed without notification to customer.

When asked where in the contract this is mentioned, they said that they cannot tell me where and I would need to read through it. I brought up that I have changed my address before, it was not affecting my contract and the response I got was that sometimes it will. So apparently, the contract says that if AT&T wants, they can change, upgrade eligibility on home address change if and when they choose. That is unacceptable and after that I said that I will be reporting this to the newspapers and TV shows as this is ripping off the customer. The rep put me on a long 30-minute hold without even telling me he was going to. As I was speaking, I heard music. I still stuck on and when he came back, he said that he cannot provide customer care to me anymore. I said it is part of my service that he provides me with care, but he said he cannot and hung up on my face.

I faxed copies of my contingency orders from the hotel to AT&T per the conversation I had with the AT&T CSR and stated that I was leaving that evening (4 May). I also stated that a payment of approx $131 was scheduled through my financial institution (USAA) and should arrive not later than 6 May to pay off the outstanding balance. I was assured by the CSR that all activity on my account (including the additional line belonging to my 15 year-old son) would be suspended immediately for the duration of my deployment. Because of my past experience with AT&T, I was confident that everything would be taken care of.

The representative I spoke with was very helpful and seemed competent and experienced. I wrote her name down but couldn't find it when I returned. In August, 2010, my fiance Betty Kay ***, emailed me in Afghanistan to advise that she had received a notice from a collection agency showing a delinquent balance from AT&T for several hundred dollars. She attempted to call AT&T to get additional information regarding the balance but was advised that because we aren't married or have a POA, the account could not be discussed.

All that was relayed to Betty Kay was that there was a balance owing on the account and that an immediate payment should be made to avoid further collection activities. The nature of my work and location in Afghanistan did not permit me to contact AT&T regarding the issue. I called AT&T on 15 October 2010 shortly after returning from Afghanistan. I spoke with a CSR named Nancy ***. After recounting to her the events outlined above, she confirmed that the account had been put into military suspension but that the additional line on the account belonging to my son had not been included in the suspension and had since become the primary line on the account, thus the subsequent adjustments and billing on my account in late May 2010.

Upon my return, Dylon told me that he continued to use his cell phone expecting the service to be shut-off at some point as I had advised. Obviously, that never occurred. In fairness, I advised Nancy that I would reluctantly pay charges incurred by my son as a result of usage after the military suspension, noting that had the suspension taken place on or about 4 May 2010, these charges would never have occurred.

Nancy advised that she would have the account corrected and that it would take about two weeks for AT&T to do that. I asked Nancy what she could do to assist in getting me connected with cell service while my account is being corrected. She offered to call the nearest AT&T store (2228 Fair Oaks Blvd, Sacramento, CA) from where I work **** ***** ***, Sacramento, CA) so I could be set up with new service since my cellular number (xxx.xxx.xxxx) was no longer available. Before ending the call, Nancy again stated that corrective action would take approximately two weeks. That same day (15 October), I drove to AT&T's store on Fair Oaks blvd. in Sacramento, as Nancy suggested, to inquire about new cell service. I was advised by a CSR at the store (after he had reviewed the notes on my account and called the corporate office) that I was ineligible for new service until the current account was taken care of.

I advised him that I had been asked to visit the store and recounted the previous conversation with AT&T CSR Nancy ***. He simply stated, "Mr. ***, I know what you were told, but we simply cannot implement new service until your account has been resolved." Disappointed with the entire situation, I decided to wait the two weeks Nancy stated it would take to resolve my account. During the two weeks, I received four (4) calls from a collection agency attempting to collect $661 from an AT&T Wireless debt. On each occasion I advised that I was in the process of resolving the issue with AT&T and that the debt is not valid.

I called AT&T on October 29, 2010 and spoke with AT&T CSR Olivia. After spending time on hold to review the notes on the account, she stated that it was unacceptable that, after two weeks, nothing seemed to have been accomplished on the account. She assured me that she would take care of what needed to be done. Olivia was professional and seemed empathetic and willing to do whatever needed to be done to make things right. She gave me a case number (CM2010102914069492) and advised that the account will be resolved by November 8, 2010. She asked me for an email address (***@***.ca.gov) so an email could be sent to me when the account has been resolved.

As a result of AT&T's actions, the erroneous debt was referred to a collection agency (while I was still in Afghanistan). As a result, my credit report has been derogatorily affected. In addition, I have been without cell service since I have returned and the cell number that all business and military colleagues as well as family and friends have for me is no longer available! I just would like AT&T to own their part and responsibility of this huge screw up and make things right. Thanks so much for your help.

Today they shipped two phones for the orders which were cancelled previously and the charge on my account was not removed. I had to be on phone for 5 hours continuously and customer service will keep on transferring me from one department to another department. They say that our department does not handle this and they transfer to another department. AT&T’s customer service is the worst. No one knows anything. Representatives say that my order was pending because zip code is not in market. What does that “not in market” means for them? They do not know that the new line number will be issued with the area code where primary account is opened and we need to give that zip code. Only the supervisor knows about that and it created the whole of this problem.

Today, they shipped two phones for the orders which were cancelled previously and charge on my account was not removed. I had to be on phone for 5 hours continuously and costumer service will keep on transferring me from one department to another department. They say that our department do not handle this and they transfer to another department. AT&T costumer service is the worst. No one knows anything. Representative says that my order was in pending because zip code is not in market. What does that not in market means for them? They do not know that the new line number will be issued with the area code where primary account is opened and we need to give that zip code. Only supervisor knows about that and it created whole of this problem.

Guess what? Service is still no good! Now I am being told that the a new tower is being built and will be operational in late November after being told last week the construction would begin in late November! Does anyone know what is going on and do they care? During the past 8 months I have tried every avenue to promote better service. I was talked into buying a micro cell to help inside my residence with service and it worked great, for about a week. The micro cell then locked up and after returning the third micro cell AT&T discovered that my AT&T internet service was not fast enough to be effective for the micro cell.

In order for the micro cell to work I would need to upgrade to the $42.00 a month plan! Wow, what a joke. I refused to pay an additional $25.00 per month to get the same wireless coverage I was getting before. I returned the micro cell. I went to a local store to complain and an employee assured me that he had filed a "ticket" and someone would actually come to the area and check the signal strength and would get back to me. It never happened.

When I called AT&T about this, they advised that the "ticket" was never closed. In other words, nothing was ever done about the problem. I was then advised by AT&T to upgrade my phones to 3G phones and that would solve the problem. Good for me, so I upgraded two of my five phones and guess what? Service is still no good! I was then advised by AT&T that my SIM cards needed to be upgraded. Wow, why didn't they replace them when I upgraded the phones in September 2010? I received the SIM cards and replaced them and guess what? Service is still no good!

I called today and spent almost 2 hours on the phone talking and talking with customer service, tech department and several other departments. Guess what I got? Different answers from every person I talked to. I finally talked with the department that can cancel your contract and what I got from the so-called manager (Moses, like that’s his real name) and Ashley was their fake interest in my problem, but no solution. I was told by fake name "Moses" that he would cancel my contract but would only give me 50% of the early termination fee. I told him that was not acceptable. What I can't seem to make these uninterested and unconcerned people understand is that what I want is my service to be restored the way it was prior to February of 2010.

If they can't do that, then I want my service terminated with AT&T and no ETF. Like I knew what that meant before today). I have spent countless hours on the phone trying to get this problem corrected and countless of time driving to your local stores exchanging products that did not work when all I ask for is proper service. I know I am just one customer and you have millions but believe me, with this type of wireless service and customer service, they will soon be gone away. If you can provide any solutions to this problem, please do so as I'm quite sure I will never receive a response from this email.

Upon my return, I called to put my plan back to my domestic plan and they still said I didn't have any other charges except for the 100 MB plan I signed up for before I left. This week, 2 weeks later, I received an email stating my service was suspended and I needed to call to make payment arrangements for my outstanding balance. I checked my bill and it was only $30 more than usual. I thought that was odd they would make a big deal over $30, so I called. The woman I first spoke with said she wasn't sure what was going on and didn't see anything. So I was transferred to international services and was told I had used my 100 MB and gone over by 156 MB! I was in shock and freaked when they said they charged me a $5/per MB overage fee, totaling $780. They said as a "courtesy", they would upgrade me to the 200 MB plan for around $300 and I would be responsible for the other 50 MB which is still $275.

I told them I shouldn't be held accountable for the overages if their company had told me I didn't use any of my internet usage at all. I said that was highly fraudulent to tell someone they didn't use any of the service and then change their story weeks later. If they didn't have accurate information, they shouldn't have told me it was accurate. I wouldn't have used my internet if I was close or near going over. The manager, George **, was highly rude and did not seem to care about my problem. I asked to speak with his manager and he said they would get back to me Monday but said his manager wouldn't change anything either.

I have been with AT&T since 1999 (pre-Cingular days) and I am very disappointed by how they are handling this problem. I refuse to be held responsible for this because I was clearly misled.

I called them back, and they said they didn't know what to tell me. We called the Torrance store (because we were told that is AT&T's main store) but, they said we need to take it to the store that sold it to us, and we need to 'make' them fix it! Brilliant! But, they offered nothing either. We took it to the store again, and they changed the battery. That didn't work either.

Prior to this, I upgraded my phone and they sold me a Nokia flip phone that was okay, but when I took my daughter's phone to the warranty store I found out they had made a really bad deal. The warranty store had a much better phone, for the same price. 'They' told me I have 30 days to return the phone, but I had to do it at the store that sold the phone.

When I did that, they told me they could make the same deal there and they returned the phone and gave me the better phone but when they did that, they used another upgrade. I didn't purchase a second phone; I exchanged one. I didn't know this had happened until I decided to use my son's upgrade for my daughter, which would have resolved the problem. That was when I found out an upgrade was used the same day I returned my phone.

When I call them, I get nothing but a runaround! The store that took the upgrade says they didn't do it, and AT&T says that is the store that did do it (but AT&T can't do anything about it because it's a kiosk in the mall, independent of AT&T).

When I called customer service, the girl (Rose) hung up on me (and that is just wrong on so many levels! ) Also, the stolen upgrade extended my son's contract and he didn't get a phone! This month, there are overage charges on my bill that are unusual as well, and they said the best they could do is a one-time credit of $20; but the charges are more than that, so that doesn't work for me. (This is the call when they hung up on me).

I filed a complaint online through AT&T, but they ignored it. I believe, since AT&T quit detailing calls and charges on the bill, they add erroneous charges. They have oftentimes overcharged, but when I call them, they are on paper, and they take the charges off. I have never had legitimate overage charges and I didn't do anything this month to create charges. Also, I found out that somehow through all of this, they had listed my son as the primary account holder! He's 16! (And he's never been the account holder). They did correct that part of the nightmare, but, nothing more.

I have a phone that doesn't work (that was under warranty until they jacked me around long enough to let the warranty expire). I have a missing upgrade, and, I have overage charges on my bill that are erroneous. All of that is equivalent to hundreds of dollars. And now they tell me, that if I end my contract early (due to bad business practices), I'll be forced to pay $143 per phone - early termination fees. That's about $450 -and they don't have to anything including honoring their part of the contract! What does one have to do to get stuff like this resolved? I've been trying for months, and AT&T isn't going to do it.

Suddenly, I start receiving mail from AT&T as if I'm still with their company for my cell phone and they are charging me the regular rate that I was paying for before I cancelled the account. I called them and told them that the account was cancelled and that this should not be occurring. This was in 2009, January. I stopped receiving mail from them for 2 months and then it started again, but the next letter I received told me I owed them over $900.00. I called back and was informed that my account was not cancelled and that I requested it be suspended and that I was in a contract with them. This I have been informed is something that they do often. I scouted around Youngstown and found 2 individuals that previously worked for AT&T in their West building as customer service reps. I was informed that they are told to "Suspend" a persons account rather than cancel it when they call in to request a cancellation.

This suspension allows for AT&T to continue charging you for months to come even when you have requested the account be cancelled.This is a huge scam and if anyone knows of a class action lawsuit against them I would appreciate it if they would let me know because at this point they are requesting $1,584.49 for a phone that I cancelled in 2008. If this happened to me, it has had too of happened to someone else. I refuse to pay it and I want them to take me to court, so that I can tell a judge what they did.

I then told them that I want out of my contract and asked if I was done. They said yes, so I said goodbye and hung up. They called me back and left a message saying that if I tried to get out of my contract, they were going to charge me $240. I've been with AT&T for over 7 years and they treated me like a nobody. I called them back and told the representative what had happened and asked if I had insurance on the phone. She informed me that I did. Whenever I need anything from AT&T, I have to threaten to get out of my contract to get it. Even then, they very rarely honor the things that they promise when you purchase their services.

The whole thing smells fishy. They tried in the past to overcharge me, and I stood up for my rights. They have gotten over a couple times with the wrong billing, but I refuse to allow this to continue. They are thieves, and they will do anything to steal from the don't haves.

Something has to be done for the consumer. It appears that I don't have any rights. How will this matter be treated? Why is it that this big establishment continues to get over and I'm left with a poor credit rating because they want me to pay for a family plan service when I couldn't get the replacement phone until the summer? Now, they want me to jump over hurdles to services restored. AT&T is in the wrong, not me!! There's nothing left to say, but I was taken advantage of and this shouldn't have happened.

I think they are scamming the customers. I think they buy bad phones, sort of the "irregulars" of the cell phone industry and pawn them off to the customers. Several other phones I have had, the first 6 months they work great, then they start working like **. They drop calls, shut down, etc. I personally think they sell defective phones.

Well, when I spoke with Jessie, he made it clear that Natasha discontinued the insurance on this phone and that he was going to talk with a supervisor and get it overridden. I should call in 3 to 4 days to the insurance department to get it replaced. I called (888) 562-8662 on 10/12 and was told that this phone was not in this plan and that I needed to contact AT&T and find out the status. I then called AT&T and spoke with Tyler **. I was informed that my phone never had insurance, even when we upgraded in July 2009 and that there was nothing they could do about it. It was like getting into a car accident without insurance and then trying to get insurance to cover the damage. I have been an AT&T customer for over 6 years and have had nothing but problems with billing, reception or phone issues.

I know I am being told by Tyler that if I wish to disconnect and cancel my account, I will have to pay over $700.00 to get out of my contract. But in the meantime, my phone will not be fixed so I have to contact the resolution department to try and get this dispute rectified. I feel that as a major phone company, there would be more understanding of how these things happen and that there is documentation to follow up the complaint. I will go to the BBB and anyone else I can notify of this treatment by this company. Every month, I have to call regarding something showing up on my bill that was never authorized by me.

This pain would continue for hours, even a day after using the phone. I got to the point that I would only use the phone in speaker exclusively. I tried using a blue tooth, but the reception was absolutely horrible and I had to simply rely on the speakerphone. I called AT&T to ask if I could return the phone, but they insisted it was not the phone. I went to the AT&T store and explained the issue, but they wouldn't let me return the phone. I even gave the rep a demonstration with one of my hair clips.

The magnet in the phone is so powerful, that I can pick up my hair clips with the phone. Although impressed by my magic trick, they wouldn't let me swap out the phone. The blackberry disturbs the signals on the TV if it is too close; it disturbs other phones if it is too close; it disturbs the fluorescent light at my desk if it is too close. Now, I believe it has started to have an effect on the electrical signals going from my brain to my heart. I sleep with the phone plugged in and sitting on my night stand. I use my phone more than ever because I am working long distance from my husband and daughter.

I live in a vintage, two-flat apartment building on the second floor, on the north side of Chicago, near Western and Lawrence. My zip code is **. Using AT&T's coverage viewer, you can see exactly where I live. On the edge of a four by four block Bermuda Triangle of poor cell phone reception: **. One of of every two calls I make from my apartment on my iPhone drops.

Since early 2010, I have used AT&T's "Mark the Spot" application, which they provide through the iTunes app store free of charge, to report all instances of dropped calls and poor reception. Before my bill is due, I call AT&T and request a billing adjustment because they constantly acknowledge that the towers in my neighborhood are either down, in disrepair, or scheduled for repair. Their own coverage viewer confirms this. As do the text messages I receive every time I report an incident, usually 25-30 a monthly billing cycle.

Two days ago, in trying to contact my local electric utility regarding some important service-related questions, it took four call attempt failures until I reached a customer service representative. And when I spent three minutes relating the details regarding my inquiry, I was asked to hold while she got the information I needed from a supervisor. While on hold, as usual, my call dropped.

This happens all the time when I am speaking with people regarding business or work-related matters. It pushed me over the edge. I called AT&T and read them the riot act, asking why they can't get their act together after an entire year providing reliable coverage in my neighborhood, with their own map demonstrating that this is a trouble area.

The customer service rep said that she saw all the complaints months prior, and if did I want to troubleshoot. I informed her that this was my second iPhone after turning my original one in because of a warranty issue--and that I had just this week, completely reformatted my iPhone and reinstalled everything. So what was her troubleshooting going to accomplish, when their map shows that my neighborhood has a coverage issue?

She blamed it on "building interference", even though I told her that this happens outside, in front of my building, and in my car, elsewhere in the neighborhood. She also did confirm that, as always, a nearby tower was under maintenance. So nothing she could do would alleviate this ongoing service failure.

When we agreed that there is obviously nothing that AT&T can do to resolve the problem, I requested a billing adjustment because I do not believe that I should pay full price for a service I am getting only half the time. I was told by the rep that AT&T will no longer adjust my billing despite all the "Mark the Spot" reports I sent, corroborating their poor service. My "choices" are to cancel and pay an $80 early termination fee and not be able to use my iPhone anymore, or buy a $148 signal booster with no guarantees that it will change anything.

Those are my choices. And because they have the monopoly on my hardware, it's going to be my choice if I want to go with another carrier and have a new paperweight I can't use--which costed me $300 when I signed up.

I have already filed complaints with the FCC and the BBB, stating that until AT&T starts putting the money they jacked from us in our billing to fix the problem in this neighborhood (because of their bad cell phone towers), they need to either:

A.) continue to adjust my bill each month in light of the fact that they have acknowledged their faulty towers either not working or "scheduled for maintenance;"

b.) provide me with a signal booster free of charge, as I should not have to pay more money on top of what I'm already paying for service they are not providing; or

C.) fix the ** towers in this area that haven't worked for a year so I don't have to call them every month to report all the dropped calls.

It has become absolutely surreal to discover, after purchasing a piece of smartphone hardware that I like using and which is compatible with my Mac computer, that the telecarrier has the audacity to limit my choices because they do not provide the service I am paying them for and they don't think that I have a right to request a billing adjustment when it's a proven fact that their reception in this neighborhood is substandard.

In addition, it should be noted, that AT&T's last "upgrade" to their "Mark the Spot" application software, does not send text message confirmations when you report an incident. In fact, it doesn't even report your incident at all to AT&T. On previous versions, when I called AT&T to request the billing adjustments, every incident I reported could be viewed by the service representative. With the new version, they see nothing and without the text confirmations on your own phone, you don't even have a record anymore of the incidents. Luckily, I had the older version on my laptop, which I reinstalled and which now once again reports all my dropped call and bad service incidents. But even with that evidence and their coverage map, AT&T wants me to pay full price for a service that they will not improve.

How do they get away with this? How did Apple get away with granting a monopoly to a telecarrier that some consumers could never imagine would become such a service nightmare when we originally bought our smartphones? AT&T asks me to call them from a "landline" also when I have to contact them about these problems. I don't have a landline, as I can barely afford their service, and that they expect me to have another phone because their service sucks adds even more insult to injury.

I want to file a complaint or a lawsuit against AT&T for their admission that my service area is problematic while refusing to adjust my billing and for also preventing consumers from being able to properly log their service issues by replacing their "Mark the Spot" application with a placebo program that actually does nothing but "pretend" to report service issues.

I wanted the phone inspected by the technician, to prove there was no internal damage. When it charged, it worked great, but since I was not able to charge it, it won't work. Apparently, this is a common problem on all cellphones. If exposed to any kind of humidity from environment, or in your pocket, water damage indicator changes color. That is not true water damage, as if dropped in water, etc. So, why force the customer to pay for a free broken phone? That is not right.

The consequences include stress, economic impact, anxiety, and feeling that my testimony is not true. Basically, they are calling me a liar. That is not right. I told the truth.

When I called AT&T, they agreed to look into it. In June, I am still having the same issues. I was very frustrated that I decided to go into the store. The tech told me it was my SIM card. It was old so I purchased a new one. Still, nothing has changed. In July, I was told that T-Mobile had installed new towers in my area and that was the reason myself and other neighbors lost our signals. I again went to the store and this time, I was told that it was my phone. I purchased a new phone but I still had the same issues.

In August, I called, wrote and got many canned responses but nothing has changed. Finally, because it was apparent to me that they could not fix my dilemma, I asked to be let out of my contract. They agreed to this as long as I paid the early termination fee of $115 each phone. This is criminal. They cannot give me what I purchased and they want me to pay to leave?

The phone [a Nokia 6350] now lacks the software upgrades necessary to function properly and I am supposed to travel 70 miles to a service center for repair or use the USB cable that was not supplied with the original phone to download the software. What kind of Customer Service is that? I can't wait to find out what the Supervisor has in store for me. I'll update you. A concerned customer.

5 1/2 hours plus of dealing with devious and underhanded service representatives has left me physically and emotionally drained and suspicious of AT&T's real intentions on the public.

Well, for the past 4 months, we still have been getting these charges for the things we were assured were blocked and they keep shutting our phones off without any warning and after we have made payments or payment arrangements with them. We were then charged $120.00 for disconnection fees, $40.00 for each phone line. We have asked them why we keep getting charged for the services they told us were blocked, as well as why they keep disconnecting us; only to find out that each month we were supposed to have had the services blocked, no one ever actually followed through with actually blocking these services. Although we were told they had and no one ever made the payment arrangements available to the other employees, so therefore, we keep getting disconnected.

Because of the lack of communication and the fact that they did not do what we were assured they had done, we are being charged an awful lot of money each month. My husband and I don't feel that we should have to pay for the mistakes made by AT&T. In fact, feel we are owed money from them. We have all of our bills and charges. We very much want someone, who knows what they are doing and can be trusted, to do what they say they will do (from AT&T) to look into this and come to some agreement with us on how they will settle this to our satisfaction. We intend to terminate our service with AT&T as we are deeply unsatisfied and disappointed with the service we have received but want to resolve this situation first. Could someone from AT&T please help us? If they can't, is there someone else who can? I would appreciate a phone call or email from AT&T as soon as possible.

On September 28, 4:50 pm, Mrs. ** in Jacksonville, FL confirmed that the conversation with Mr. ** did indeed take place and that he had noted my charges should only be $45.00 monthly and that he did not take care of the issue. Thus far, AT&T has cheated me out of one month service, $75.00 refund, 12 calling features promised upon the phone conversation to start DSL service. I have all the paperwork and documentation of all calls and conversations. The representatives are quick to sell, hard to get a hold of, and never return phone calls. This company needs to be held responsible for their errors which are numerous.

They did not have service installed when promised; I had to wait a month before hook up. I was charged for a "bundle" comprising of phone and Internet services to include 12 calling features, which were never installed, numerous bills that were overcharged, thus ruining my credit, and lies about the length of service at a specific price. I have had to take off time from work to place these calls during daytime hours. I placed numerous calls to supervisors only to find they can not be contacted again as no one knows "who they are". Mr. ** at 704-424-1365 never returned my calls causing me to call and have to explain the entire problem to a "team lead" who stated he did not handle the corrections. This is all taped on his voicemail as I had it going while talking with Mrs. ** from Jacksonville, Florida.

As a result of no longer being able to reasonably tolerate the awful quality or lack of service, we have been given no choice but to switch to a cellular carrier who provides reliable service to these areas. While AT&T recognizes the substandard/lack of service in these areas, they cannot rectify the problem and are unwilling to waive the fees associated contract termination and switching carriers. In short, AT&T is selling service which it is unable to provide, while holding consumers financially liable.

I have been financially affected by the objectionable business practices of AT&T. I am not seeking anything other than what is fair; to be released of my contractual obligation with AT&T, at no cost, because of their inability to provide an acceptable level of service (as advertised and expected) despite being given reasonable and ample opportunity to do so. I have since filed complaint with your agency, the FCC, and the BBB in continued hope of receiving some sort of resolve, as I am pursued by AT&T for a $400 cancellation fee.

Our phone is charge 59 cents per minutes for all of these charges which usually amount to about $5.00 per month. I told the rep that we are not turning on the phone until we are in the USA and his checking the system revealed that our phone was being tracked by a Mexican tower 35 miles in Mexico while we are near the USA border.

This whole scheme seems to be a money making situation for both the Mexican cell company and AT&T for services we are not wishing or receiving. Evidently, the only way to stop this thievery is to remove the battery from our cell phone while we are in Mexico, not just simply turn it off. The removal and insertion of the battery is a difficult and unnecessary. The rep stated that their customers along the Texas border are continually complaining of the same situation of improper charges. We will be glad to participate in a class action suit against both AT&T and the Mexican cell company to recovery our losses and stop this unfair and unlawful practice.

As a 7 year customer, I recently signed up for 2 more years contract and got the new iPhone 4G. As a previous customer, I always paid for phone insurance $5 a month for old cell phone. As I got my new iPhone and signed the 2 year extension and paid $200, I was told by the incompetent store employee that these phones did not carry an insurance plan.

After 5 days of service, my phone was stolen as well as it shocked me to find out that there is actually an insurance plan available for the iPhones. As I confronted the store employee and manager with the dilemma, they left me hanging with a 2 year plan, no phone now and since I had no insurance, it would cost me $600 if I wanted one.

Not sure if these are the new business practice used by AT&T Wireless to take your money now. Beware! I warned you!

The financial impact could be close to $100,000 annually. We have heard that it may be possible for AT&T to place portable antennas on our buildings to improve service. If this is a possibility, I need someone to contact me, and redo your coverage map to this area.

I told him to send me a bill and to get lost! Several days later, I received another call on the same. I started getting these calls everyday until I finally talked to someone who took the time to understand it was AT&T’s problem and not mine. They are to set up an online account with me. I was told that another bill was now due and I could give her my credit card. I declined and told her that I would lend the bogus $253.00 to the address on their web page. She agreed and I thought we were finished.

The very next morning, I got another call from an ‘Agent’ who demanded payment again but would not research the call history and said that I would be disconnected unless I paid then. I told him about my agreement the day before and that the check was mailed and hung up on him. I then received an email telling me that due to not paying my bill that I was disconnected! I sent an email back to them but I got no reply. I am just trying to find someone to talk to at AT&T who is not reading from a prepared script and try canceling my service! See that's what is going to cost you! Do not even get started with these people. You will be sorry! P.S. I just today received the first bill of $102.00 and still not the second one, they say, was past due!

Second complain was when I called AT&T to lower the charge on the data plan I didn't elected to have from $25 to $15, which is minimal. The AT&T representative told me that it cannot be done unless I register my phone with them. The ironical nature about AT&T claim is that they already charged me regardless whether I registered my phone with them or not. Why would I need to give up something in order to be qualified for something that they shouldnt even been doing in the first place?

I have five questions for many Attorney Generals on states level and federal level. Where is the respect to personal property? What good is there in having voting right if we can't even pick and choose services for our own property? How better off are we really than an authoritarian society? This is a robbing in the scale of billions of dollar carried out in broad daylight? Why is this is not a concern of the attorney generals? By the way, my call to AT&T escalating to managers is conveniently cut off.

It is a ** shame that they get away with this. They also take away rollover minutes constantly. They gave about 900 back to me several months back. When they constantly do this kind of **, they make lots of income for many people like me who can't keep up with their so-called mistakes. ADT, the alarm company, and Comcast cable is just two other scumbag companies out there. They all do it. This is the new American business model. There is only so much profit to be made then they get to ** you and I, while putting a worthless mission statement up on the wall talking about customer service. The only customer service we get now is when we bend over! I hope that you all are paying attention.

I asked him how AT&T would know whether or not it came from them and he said, "you are a great listener, here's how it works. You will have a different number that AT&T will track. If you get a call from this number and it is a wrong number, telemarketer or not a business call, you can hang up. If you do this within a certain amount of time, you will not be billed. Also, if you call and dispute any of them, we will block the number and you will not have to pay for them" I was amazed. He said, "Since you are in the wedding photography business, you make what, about 1,000 or so per job?", "yes, sometimes more". Then he said, "Okay then, you would only have to pay about $15 to $31 per call on those jobs. Therefore, you would make the majority of the money". I thought it was a little high per call, but he was right. If I only had to pay for legitimate calls, then I wouldn't have to pay very much at all and the ones I did pay would be real leads. So I agreed. He supposedly set up my account to receive phone calls from 4-9PM in the local Dallas area.

About a couple of weeks later, I started getting phone calls from telemarketers, out of state callers, 800 numbers and wrong numbers. At first, I had no clue that they were from the AT&T pay per call program. I thought they were finding me online since that is where I would get the majority of my calls. When I received my first bill for over $300, I was upset to say the least. I immediately called Steve and left him a message, then I emailed him. I never heard back from my wonderful salesman who promised to always be there for me. I then decided to call AT&T pay per call. I was transferred about 4 times until they finally found someone who knew about the new program. Apparently, Steve had quit or gotten fired almost immediately after he signed me up. The extremely rude person who was handing my call told me that they would not give any credits for any of the calls even though the majority of them came from people outside of the state of Texas. They said they had no way of blocking numbers and I would have to be responsible for all of the calls. I asked to speak to a supervisor.

She told me the same thing. I called back and talked to another rep about a week later and he did give me credits for about 2 months of service. After that, he told me to call back each month. Every time I called back, I was given the runaround. I was told I would get credits but then when I called back, there were no credits on the account. The last bill that I got was for over $1,800. They sent me a certified letter stating that they were going to take me to court and I would have to pay legal fees. They said they were adding a recording to the numbers they had on my account that would give the customer the option of pushing "2" to use a different photographer that might be a competitor of mine, but that if I paid in full, I would have my account restored. I called all the numbers they used for my account and they all go to different companies or they are disconnected. The threatening letter they sent to me was a lie.

I also called customer service to dispute the calls and another salesman named Steve informed me that they were doing a special program for those, like me, to give us a break. We have the option of paying half of our bill, but then we either have to finish out our contract or sign up for another advertisement the following year! I told him I would rather dispute the calls. I was transferred to Amber. When I attempted to dispute them, she seemed helpful. She let me dispute one month, but then she said she would have to go over all of the months and then call me back later that day. I told her okay, but she never called back until the next week.

When I called her back a day after her message, she informed me that she could only give me a credit of $711. However, after all of my research, believe me, I have 7 months of calls. I owe $155 in calls, not $1,100! I explained that I would need to talk to a supervisor because I do not owe that much. She said she would have someone call me back. So far, I have not heard anything. I am a small business owner and was taken advantage of by AT&T pay per call advertising.