AT&T Wireless Reviews

At one point, one of their Tech Support staff said that these problems could be due to the system being overloaded. Another was that too many people being on the phone or online at once and their system gets overloaded. AT&T advertises that they have "more bars in more places." This statement is true because I have yet to see the signal bar on my mobile phone to drop below full strength even though calls are dropping and I am unable to go online using the 3G service.

Every time that someone calls AT&T, their staff puts them through a battery of tests and questions and at the end, the fault falls on the consumer's shoulders for being demanding. They also always state that there are no known problems reported even though I know personally in my presence, at least 10 other AT&T subscribers calling them addressing the same issues. The area of dropped calls and 3G service problem is not a fixed location. If so similar with T-Mobile and their admittance to lack of coverage for such area, I would simply expect lack of service and avoid using the device while in such area.

The problem occurs without warning, in areas that were known to be working and mostly while I am in a fixed location. Again, it is apparent that there are too many subscribers and AT&T is unable to provide coverage for all of them. In my opinion, it is much better & easier to have 500 very happy customer on a system that works rather than 1000 customer, all unhappy on an overloaded system that doesn't work. AT&T's service, Tech Support and problem solving is one of the worst that anyone would ever experience.

The representative told me that nothing could be done by AT&T until my next billing cycle, when the new phone would be charged to my account. I was told not to worry and go ahead and send the phone in and a commitment call would be made to clear up the situation on the next billing cycle if AT&T did not hear from me. I did receive the new Tundra and returned the damaged phone. The damaged phone was returned to me indicating that the liquid damage indicator was removed. I did not remove the indicator! I was charged $210. In the meantime, I called Motorola. The Motorola technician told me that the litmus paper could have been activated by a leaky battery.

I telephoned AT&T today and the $210 was reduced by half. I spoke with three levels of representatives indicating that I did not feel paying anything was acceptable by me based on the principle of this matter. Our original Motorola Tundra was only eight months old and obviously defective. I feel that AT&T is basically accusing me of being dishonest because the liquid damage indicator had pink speckles. What other alternative did I have but to send the phone in since we use it in our business? I accepted the reduction for the cost of the new Tundra with hesitation. It is not so much the money but the principle of this issue. I am a very dissatisfied customer.

Saida is hired as a contractor, not an AT&T employee. This gave a little insight on her lack of professionalism and bad attitude. She made me feel like "I am not supposed to give you a credit for this but I guess I'll take your word for it." I was appalled. How are you going to say that to a customer? She even placed blame on the previous rep. It's disheartening to know that the company I work for treats people this way. She made me feel like it was an act of congress to credit my bill and that she was doing me a favor. No wonder AT&T ranks low when it comes to customer service satisfaction on the J.D. Powers list.

I have asked several times for a bill and they still won't send me a bill. I don't even want to waste my time complaining. This has taken so much of my time and energy as it is. I just needed to vent some. Just please trust me, do not use this company. They are ripoffs.

Despite the problems, I added a line for my son's birthday in July 2009. He didn’t have any problems that I was aware of. I periodically could not send or receive date/texts. All calls and issues are documented on AT&T's system. The last problem I had never corrected itself and all AT&T could offer was they "can’t guarantee service in or around my home". I must have a working cell service. AT&T stated this instead of even trying to find out why my phone wouldn’t work. The problem was not only in my house, as AT&T rep Marquez ** tried to tell me. I ported my number and went to a provider who could give service at my home. I then went to cancel the added line and the rep wanted me to give them a chance to correct the problem before porting the second line. I was willing but never heard from AT&T again. So, 2 weeks later, I ported the second line.

Marquez ** said I have to pay over $300 in early termination fees because AT&T provided the service and the problem is in my dwelling. Why is that suddenly my problem? Why doesn’t my phone work at various places outside of my home? Why wouldn’t my son’s phone work anywhere? Instead of investigating, he was defensive and told me I wouldn’t be able to speak to anyone else at AT&T regarding this situation. I assured him I would. He said the president would never hear about my complaints about him or AT&T. I now have to pay over $500 in fees or go to collections and I think it’s inaccurate. AT&T could not provide a service to me. I will not pay for something I cannot get/use. Who does that and what company expects that?

In late July, I had had enough of it and called a technical person, who checked my phone line and the tower. They assured me that AT&T was providing moderate coverage and that someone would call me. No one did. Since that call, nearly 12 weeks ago, I have had to make multiple calls to try to get this resolved. Many staff members did not do what they said they would and naively, I thought they did. As a result, my account ended up with collections department. I was furious as I'm sure you would be if one of your trusted service providers did that to you (think electric, cable companies). So I called AT&T Wireless offices yesterday and spent 1.5 hours trying to get the matter resolved. I lost it and needed to take a break.

I resumed calling today, braced for the ridiculous myriad of departments - receivable management, customer care, relocation, customer relations - that I get transferred to and the multiple times that I have to explain what is going on. Once again, I was on the phone for 1.5 hours trying to get the matter resolved. Finally, I got somewhere and the matter, I believe, has been resolved. However, it left a very bad taste in my mouth.

I strongly encourage AT&T to review their marketing literature and ensure that it is accurate. I found multiple statements on AT&T Wireless website to be false excellent customer care delivering high quality customer service. Work to make a central department to handle matters like this, it ended up being my burden rather than yours to correct the problem and it cost lots of time for AT&T Wireless staff and lots of my personal time that could have been spent billing clients. Clearly, AT&T does not value customer service; they just pay lip service to claiming that they do.

My grandson's phone went dead while I was trying to call AT&T. He put it on a charger for over three hours and it still won't stay on. It comes on then it goes right off. I can't tell you the amount of time I have used my phone to call and not get any ring tone as if it is not ringing, so I hang up and call again. In the mean time, the person I am calling was also calling me back to know why I hung up on them.

My son has just upgraded his phone about two months ago and now he has a time to get to hold a charge for any time. This is just not right. I paid them every month and the bill is never the same every month. When I called them about it, they always have some reason for it that you will never understand but I pay it any way. To be fair, they have given me credit a few times on my bill. The phones that we have are; my son has a EM 330, mine is W3001AT&T, my grandson has PCDGTX75 and my granddaughter has Montech C740. I am not going to pay any more phone bills with AT&T. I am cancelling my service with them. They can send me to collections or what ever they want.

I received another new phone but still had the same problems. Then they said I needed a new SIM card which I got and again, no difference. Then they told me I needed a new phone, only a different model and I was supposed to pay for it and that would also put me in another two-year contract. I told them I did not want their phone or contract and wanted out of my contact because I was not getting service I was paying for. I was basically told, too bad. If I cancelled my contract, I would be billed $175 per phone for early termination. I had been trying to talk to a supervisor but they all seem to be away from their desks when you want to talk to them and, of course, they never call back.

The day before I got all my back mail, I got a collection call from AT&T looking for $675.00 and my bill had always been $55.00 with Cingular. I told them there was a mistake and if they could check into it. They did and tried to collect on $450.00 two days later. At that point I asked why they didn’t send me a text message telling me I was at the end of my minutes and was told that wasn’t something they did. At that point, I knew I was getting ripped off and went with T-Mobile (haven’t had any problems with them).

AT&T sent me to collections to the tune of $557.00. The first person I talked to was understanding in saying that this has happened to many Cingular customers and they would look into it for me. Then I called back a few days later trying to collect $475.00 today and the problem would go away. I told them to take me to court and they never called back. One month later the AT&T bill shows up on my credit rating to the tune of $552.00. I have been trying to rebuild my credit from a bankruptcy from the year before and was doing very good till this showed up. Feel free to give me a call if you think you can help me.

I called to complain again and they said that I should stay with them and would re-credit my account. This did not happen and needless to say, when I called them about it, they said that I did get a credit and that there were no notes that I would get any other credits and that if I canceled, I would be billed for everything and more. So there is a lie right there and then they started to bill me for text messages, 20 cents each. I do not text at all, period. I have had one friend send me a message and I told him I would not reply to his next message. This seems to have opened a can of worms. They started to send me messages to purchase songs from them. Their total was close to $40. They still want me to pay for them and for the service that I have not used. I paid in good faith and out of pure frustration.

Now, this is September and I have just received a bill for another $105 for service and a reconnection fee. Talk about milking people to death. I called to complain again and they said that there was nothing they could do even though they see that the service was off. I asked them how they could do such an unethical thing. They did not respond at all. I asked them again and they will not respond. They just say pay the bill. I hope something can be done about them. I did not go to them. I was with Cingular. They bought them. I will never use them for anything again. I am canceling my other services with them this week, online and home service. I hope they see what this kind on customer service does for them.

Representatives would just hang up on me instead of trying to deal with the issue. No one knew what they were talking about. I was told by one woman that the charges would be taken off since it wasn't my fault that they couldn't change my number. Obviously, that was not true. Two years ago, I was summoned to court for this debt. I showed up excited, ready to tell my side of the story. No one ever showed. It was dismissed without prejudice.

Now 6 years since I got this outrageous bill and 2 years after they didn't show at court, I am still being harassed. My credit is completely shot due to this debt. I haven't been able to get credit for 6 years! I am a full-time student and waitress. They are a multi-billion dollar company that ruined my credit and peace due to total incompetency.

There were economic consequences, plus my medical student son still does not have his paid for iPhone. He was trying to switch back to AT&T from the Sprint required phone at school. What hoops? 3 days, countless representatives, not to mention replacing my broken BlackBerry - I hope your company can get it together before Obama takes this one over. It cost us time, money, and vacation hours both my husband and I have spent trying to deal with this. Sorry, you cannot reach me. I am on vacation without a phone. Where our are phones? And please, no more "I’m sorry." If my husband practiced medicine the way you run your phone division, we would be out of business.

Apple now advertises the iPhone starting at $99 (my 3rd phone was stolen from my car last night and I need to replace it). Nowhere does it clearly state this price is for new customers only! I drove one hour to the store only to find out the price is actually $299 for existing customers, $99 for new customers! So they penalize instead of reward existing customers! No wonder everyone hates them and no wonder people are trying to jailbreak their phones! Is it legal that a phone manufacturer forces you to use a service provider they choose (is AT&T and Apple having sex together?)? Is this legal? I wasn't aware of it when I bought my iPhone and it doesn't state in their advertising that you must use AT&T! I thought I could choose my own service provider.

AT&T is a fraudulent company. There are so many other complaints and hundreds I see other consumers have filed. I could express about this company and its service. I'm sure you have heard them all. How many complaints does it take to have the government shut them down? What does it take to stop companies like this? Where is it legal and not legal to do the things they've done? When does someone shut them down and give refunds to customers who deserve it?

When I was down by Beeville, TX, I made calls to a partner I do business with out of Mexico. I have never been to Mexico. I told them all the sides of my story. They put me on hold for over 2 1/2 hours. I talked to every person. They reviewed the notes and told me what was on them. I have all the notes from what they did say was going to happen. This has been a real pain in my side. When I ask for their headquarters' address and number, they did not give it to me.

Help me find the right person to talk to and get this removed from my credit report and the charges taken off. I have considered putting together a lawsuit against them. I need help in this matter. I own a business, and I have to have a good phone company. AT&T was this for me, but when I started my business, I got with phone companies to see who offered what I needed. AT&T was that company. I will not accept this to continue, not from AT&T or any other company.

From reading all of the other complaints, AT&T has obviously decided to railroad its customers. They have no problem with unethical behavior; they will say one thing then deny it. AT&T must be required to provide reasonable reception or operation of cell phones in populated areas (at the very least), for their contracts and termination fees to be valid, and prove it! They are being able to get away with one of the biggest scams out there.

As of a month ago, AT&T changed billing systems and as a part of the transition, decided to eliminate credits like the one they have given me for over a year and a half. When I called to complain, and after over 6 hours on the phone with various departments from Customer Retention, to Complaints to BIO, the net was Brandon ** in Cancellations. He told me that my only recourse was to either switch to a much lower minute plan to save money or cancel for a charge of over $800.00. That they, AT&T Mobility, could not continue to honor the deal they promised me when I signed the contract.

I'm now committed to another 19 months of charges of over $300.00 a month if I want to stay on the original plan they signed me to, because of the credit that they will no longer offer or faced with a cancellation charge of over $800.00. One of the many AT&T people I talked with told me that the switch in billing systems and AT&T's decision to not give such big credits to make more profit resulted in me being in the situation I was in.

When I called, I was told that the debt was sold and it no longer had any ties to AT&T. My assumption is the AT&T office assumed I was leaving for a competitor and gave me the ole boot in the tail on the way out of the door. Now, I have a non-pay default on my credit. All the while, I'm contractually bound to these lowlifes. I have been denied credit which means I'm paying over the top interest when I don't have to. My home refi was rejected because I refused to pay money I don't owe to some debt vulture that calls my house 5 times a week.

After visiting many different customer service reps, stores, and receiving dozens of excuses (their problems with adding on new "authorized users" to joint accounts is a whole other, nearly as infuriating, issue) as to why I can't have my brand new defective phone exchanged for one that actually turns on, I was given two options:

2. Send my broken phone to IL, have my father exchange it at the store I bought it from, and send me the new phone.

Instead, I am leaving my family plan on AT&T for Verizon because whether this treatment is designed to thwart consumers or whether it's just the by-product of bureaucracy (unlikely), it’s absolutely maddening. I have been without a phone for 4 days (causing professional and personal problems) and I've wasted about 10 hours of my life when they should have been the ones apologizing to me for selling me a phone that died within a week.

At first, I thought maybe it's the phone after all. It is an unlocked phone from the UK. So I tried my mom's T-Mobile SIM card in my own phone and viola! I get full bars no matter where I am. Then I switched back to my own AT&T SIM and no signal again. It's ridiculous. I don't think AT&T should have that as their slogan if they cannot keep their words. I've been researching the internet for 2 hours now and it seems that I'm not the only one having signal problems with AT&T. I would easily just change over to T-Mobile or Verizon or whatever, but I grudge switching over when I have just put money into my AT&T account.

Omega was the final person in sales we spoke with and we were awaiting a call back from her in which we still have not received. I finally received a call from Tony, who handles our business landline account. My assistant returned his call for me. He was calling to introduce himself as a personal one-on-one representative for our business account. My assistant stated I wish it was the same for a wireless account. He and his supervisor Rob attempted to assist us on August 17th and revealed that there were seven existing orders already created on this account (still not stating that credit checks were ran) and in order to complete the order, he would need to have his data department remove the other orders because his system was prompting him for a $150 deposit to add this new line to our account.

When Rob contacted my assistant the next morning, it still prompted him for the $150 deposit (still not stating because of credit checks). My assistant informed him that she was not authorized to purchase this line if it required paying the $150. When I was informed of the $150 deposit, I asked my assistant to inquire further. Upon my assistant inquiring with Tony on August 19th, it was finally stated that each order that was on the account had ran our credit and this caused a flag for the $150 deposit that could not be removed. I then began conversing with Tony concerning this and was directed to his supervisor named Mike **, who has been very helpful and is in the process of contacting the correct department to have these unauthorized credit checks removed. I am awaiting a call from Mike to make sure this is resolved. If you have any further questions, please call. Thanks.

I was told that my phone was accessing the Internet that's why there are Internet charges. I've argued with them because I have reason to believe that these charges are bogus. The reason I believe this is because on my line, out of the five lines we have, it incurs the most charges. And I know for a fact that I don't access the Internet because I have no reason to. And some of these charges were incurred while I am at work. And if I was accessing the Internet on purpose, why the hell would I want to call every month to argue my bill? It's frustrating and I don't have time to call them every month. I don't know, maybe the phone connects to the Internet on its own. I ended having to block the data/Internet service, which, of course, blocks my access to sending or receiving picture messaging, which is one the main reasons for my having a cell phone.

My husband and I are discussing about paying the cancellation fee and going with another cell phone company. My advice is if you don't want the data charges, but still want picture messaging, don't sign with AT&T/Cingular. T-Mobile allows you to send and receive picture messages without the need to have the data/Internet access, which would prevent all these outrageous, bogus Internet charges.

I called AT&T later again to cancel service but the representative told me I didn't have to cancel and she will be able to reset my eligibility if I only go to the Apple store where I bought my original phone from. Conversations are still recorded in AT&T system. I went to Apple store about an hour away. They made me wait an hour. Finally my turn and they turned me down as their system showed I have to $399 and not $199. Apple had me call AT&T from their store. They investigated, put me on hold and after 10 minutes, she said she would call Apple to take care of my needs, and call me with confirmation. She never did.

I called AT&T again talked to a manager and all the manager did was apologize that their call center people weren't trained of the policy and there's nothing she could do. She said I’m more than welcome to leave AT&T and it’s okay if AT&T loses one loyal customer. After having to go through all of this trouble, I believe she shouldn’t have been rude like that and should have offered me something. Four of my friends were able to upgrade to the 3GS and they were all paying lowered monthly fee than $99. I would rather be locked with AT&T for the next 2 years rather than leaving now or one year later. It should not be my fault if AT&T’s call center people weren't trained right. They asked me to go to Apple store to get the deal and I went there only to find out that AT&T has screwed up.

This has screwed up my entire checking account. They swear it was the bank’s fault and they only made one attempt to collect money. I have proof from the bank that they tried to pull the funds numerous times. I now have a $516.00 phone bill and they shut off my service. I am a single parent on a fixed income and now without communication living in the country. Great support, AT&T. I bet you rob old people also. On top of it all, the network that advertises the most bars can't even provide service where I live. I have to drive 2 miles down the road from my home to be able to use my cell phone. I was told I would be refunded the OD charges and have heard nothing. They have been faxed an 8-page document twice - assuring me they would take care of it - yet I get a bill for $516.00 and get disconnected!

I pay this company over $4,500.00 per year, for all of the services they should provide. I will be looking for alternative services, and take this business to their competition. Bell South’s lack of consideration has cost my business many lost sales. I do not want anything from AT&T, other than at least a 12 month credit for these charges. One missed phone call has cost me 100 times more than that amount.

I had a contract with AT&T and had a TDMA Motorola phone I was pretty happy with. AT&T had been great to me and I was happy with their customer service, even on somewhat difficult concerns while in their store. I seldom had to call customer service. I lived in the Portland/Lake Oswego neighborhood of Mountain Park. At that time, GSM was what the companies preferred and were pushing for, but they did not work in my neighborhood. TDMA phones did work but not very well as I had to be near a west facing window or outside on my porch to use my phone. I had tried service with Qwest, T-Moble and had friends with Verizon, Nextel and Sprint all try their phones at my home and they would not even work at all.

I regularly called to see if they planned on addressing this issue because from the time they mentioned the AT&T/Cingular merger on, my service continually got weaker and I had more dropped calls from my home. Shortly after the stores were re-labeled Cingular, I went to their store on SW Barbur Blvd in Portland, OR-- my closest store. They said if I paid something like a $36 fee and extended my contract, I could try a GSM phone. They would not let me out of my contract as I desired because I still had some time left on it, despite the service quality dropping through no fault of my own. I tried the upgrade out of desperation to have a working cell. I mean, this was my only phone and I could not afford a landline phone too! Unsurprisingly, it didn't work despite them saying that the tower network and call quality should be much improved with GSM. They also told me they were phasing out TDMA service so my call quality would only have the possibility of improving if I upgraded to GSM. I returned the GSM phone immediately to the store. They took it back and I continued to use my old TDMA phone. They assured me at the store that my bill would be corrected.

My next bill came as a shock. They charged me the full purchase price (without a contract renewal) for the GSM phone that I had returned in addition to the normal bill! I was furious and a poor college student at the time. I went to the store to have them help me address the concern and they sent me to a phone in the back of the store to call their 800 number for billing. According to the staff at the store, including the store manager, all they could do at the store was start new service and process service upgrades.

The customer service folks said that the store had not indicated that I had returned the disputed GSM phone. I spoke with the staff in the store, the same person that I had returned the phone to still worked there. I told both the store and corporate staff over the phone that I would gladly pay my bill for my monthly service and even the $36 wasted change fee, but not until they removed the approximately $150 charge for the phone that I did not have. Ultimately, after multiple visits I got them to tell corporate that I had returned my phone and I confirmed with corporate that they too had got the message from the local store. I left the store under the impression that they would send me a corrected bill as expected, and I would pay it, all would be back to normal.

Instead of things being corrected, I was called (on my ATT/Cingular phone) out of the blue by a collection agency demanding the bill for my monthly service, plus the $150 for the phone immediately. I explained what happened and they basically said they didn't care, they wanted money. I asked what could be done, they said if I could get Cingular to call off the dogs, they would stop calling me, but that was the only way. After calling Cingular, visiting the store, etc, I finally got them to call off the dogs, send an accurate bill and I paid them up to date in full, as promised. I was so frustrated with Cingular, I asked to be let out of my contract because of the fiasco. They said, "Sure. Pay the termination fee and feel free to leave." I was not about to do so because doing so would mean I would have to go a few months without a phone before I could afford a new contract with a new provider. Most providers did not work as well as my TDMA Cingular service where I lived so I felt very trapped. A landline was not good option because I was attending college, working one or two jobs, and seldom home.

That said, my service still get getting poorer, with no sign of a way to make it better. Occasionally, I would get so frustrated that I would call Cingular and complain, asking what could be done, get told to upgrade to GSM. I would tell them why I wouldn't (because it was already tried and I already wasted $36 plus a lot of time and headache on the effort). Ultimately, there would be no resolution. A few months later, I called tech support again, for the same reason. This time, something was different. The tech told me that when Cingular bought AT&T, they had decided to let contracts lapse with the folks running towers for GSM, which was likely why my service was getting more spotty and dropping more often. I again asked to be let out of my contract, indicating that in my eyes, this was a breach of the contract I had with AT&T/Cingular, and they should let me out of the contract without having to pay. They didn't laugh at me, but it sure felt like they wanted to when they informed me that their diminishing service was not a breach of contract and I had to pay to get out of the contract.

I was livid, and finally did what I should have done months earlier, I contacted the Oregon Public Utility Commission. Shortly after, a rep called from Cingular asking what they could do to make me happy. I explained what had happened, how over almost nine months and God knows how many hours wasted at their stores and on the phone with their reps, I had nothing but headaches from Cingular and felt just abused as a customer. They tried to keep me, but realized I wanted out of the contract, that was it. The lady on the phone said okay and they waived the fee and closed my account. She was the first empowered employee I had spoken with, and was very nice. It's the first time I had spoken with a rep from Cingular that actually seemed genuine and nice that could do anything other than take my money or upset me.

Roughly forty five days went by and I called again, same type of conversation with the reps. I went to an Apple Store and paid $199 to switch my phone to see if it was a hardware problem. I got back home, and it’s still the same, "no service". I returned the phone; I was not willing to pay $199 for the same thing I already had. Apple was great. They did an "undo" on the phone swap. I called AT&T back. The rep said I should go to an AT&T Store and swap out my card; so I did that and it still had the same service problem. AT&T finally opens another ticket. They reported back that a new tower was going up a mile from my house in ten days. However, the rep on the phone confided that it was a 3G tower, and not likely to fix the problem. I was heading out of town for the next week, so I decided to deal with it when I got back home.

I was in Utah, had great service the entire trip, even in the middle of a national park campground. Obviously, the problem is not the phone. I got home on May 19th; the tower apparently went active when I was gone. But as the technical rep thought, there was no change in service. I still couldn't receive calls at home/office without them being dropped right away. I called the customer service line. It started the same way, looking at maps, looking at the phone, etc. I asked to speak to a manager and got Marcus. I explained my situation. He could look at my records and see all the dropped calls at home, see the tech files opened etc. He kept claiming I should have fine service at my house. I would point him to the records, it was all right there. I was not lying about my service problems and had tried just about everything a reasonable and exceptionally patient person would do to fix the problem.

I have five friends with iPhone 3G’s who live within 50 meters of my house, and they all work great. My 2G doesn't work. He asked if I wanted an iPhone 3G, and I said I was pretty sure that would solve the problem. He said it was impossible to get me a phone that would work without a 2 year contract extension. I could buy the iPhone 3G for $399 and a two year extension, or I could "go into a store and see what was available" from AT&T at retail prices. Marcus thought I was lying to try and get a phone.

After 40 minutes on the phone, he had no solutions or help to offer me. He didn't offer any help solving the problem, just kept saying, “Well, if you renew your contract for another two years, you can get..." exactly what is on the web site. I asked him “I am not even through the two year commitment I made to AT&T on this iPhone, and I have no service; why would I commit to another two years when this is the way I am treated?” I asked him what he could do, anything with the contracts, anything with credits that would offset the new phone I need to buy. “No.” I asked “What are you empowered to do?” He said “give you a $99 credit, that’s it.” I should have asked to go up the chain of command to the next level of supervisor, but they wore me down. I kept my cool, and I asked him to make notes about our call and credit the account. So here I am, two months of no service, no hope of getting service on the phone I still have seven months of commitment to, and no help from AT&T.

This is my only business line. I have had to pay for additional long distance from a long distance land line and have had to pay for a Skype out line with the same phone number so my customers don't see the problem. I have no question. I lost accounts because customers could not get a hold of me or were dropped numerous times when trying to get a hold of me.

As a courtesy, I was also offered to be relieved of the termination fee for canceling the contract early (which Patrick said that I should not have been offered). One week later, I was told that a meeting had taken place and that it had been decided that for users who have had their iPhones lost of stolen, the retail price to replace the phone would be $699 without contract (although AT&T and Apple supposedly cannot sell or activate the phone without a contract), or $499 with a contract, but I would not have an option to buy a refurbished phone while deciding to open the new contract.

The iPhone's MSRP was $699 only when it was first released, and Apple gave $100 rebates to everyone who paid that price. AT&T shouldn't be allowed to raise the price $200 for a group of people based on the fact that they purchased phones before. AT&T and Apple always credit the decisions of pricing and insurance limitations to the other company. AT&T keeps trying to tell me people aren't telling me that I can't buy iPhones. They tried to say the termination fee wasn't waived, and they offered me a free replacement phone but later told BBB that I was just trying to get free stuff from them. AT&T should not be able to force people into new contracts every time their phone is lost or stolen if they will now allow for protection against the loss. If you can't afford to pay whatever price they decide to replace the phone immediately, they will continue to bill you or charge you a cancellation.

It took three weeks for the phone to arrive and I didn't have time to mess with it so I set it aside until the next weekend. After setting the phone up, I took it with me to work for one day. During the day, I attempted to use the phone and found that it was impossible to use it in the light as the picture portion was LED and there was an obnoxious logo that would literally blind you when the light hit it. In addition, during that use, the cover became loose and sloppy and I was quite sure the phone wasn't going to last more than a week or two.

I came home and told my wife about the problems with the phone and she contacted Customer Service by phone the next day. When she spoke to the gentleman, who was obviously quite new to the job, he seemed determined to just accept the phone, and told us that he would send us a packing label so the return cost would be covered. But he seemed determined to keep us under the new two-year contract. When she reminded him that their warranty policy stated that after returning the product, we would be returned to our original agreement (which in our case meant no contract), the guy said he would have to talk to his supervisor. He left, came back and said that he couldn't do that.

My wife asked to talk to his supervisor. He left, came back and said that the supervisor refused to talk to me. My wife asked to speak the supervisor again and this time, he forgot to put her on hold and she could hear him talking to someone. When he came back, he said, "She wouldn't speak to my wife again, but that he could put us back to our original arrangement, no problem." When he said that, someone in the background started laughing. My wife questioned him about what he meant. Did he mean no contract, etc. He said yes. So she hung up.

Later after thinking about it, she felt that he had been dishonest with her about something and when I came through the door, she took the phone and tried to get a dial tone. The phone was dead. They had turned off our service. My phone is necessary to me at work because my wife has a very serious illness that may require me to come home on a second's notice. So she instantly went back online to find another service. It took about two days but we signed up with another carrier. She was so angry that she called back to AT&T and asked them why they turned off the service and they said they didn't. They said they hadn't received the phone back yet either.

Well, it took another three weeks to get the return label from them and the phone went out the next day, the point being that they tried to manipulate us into staying on their two-year contract and then turned us off when they realized that we weren't going to accept that. Then they lied and said they didn't nor did they receive the phone. Then they billed us $273 early termination fee, when they were the ones who turned us off.

When I called to see what the charges were about, I was initially put on hold and then transferred to a wireless customer service person who proceeded to tell me the charges were because the cell phone with texting on it went over the 200 message/per month, causing a bill in excess of $1,500. The customer service rep rudely asked me why I did not contact them when they drafted the $650+ payment and was argumentative about the agreement from March 2008. I was initially apprehensive about accepting the wireless plan with AT&T when they told me it was with Cingular (had problems with them several years ago); but I was told this time there would not be a problem. This problem could have cost me a great deal of money and could have caused other checks to be returned.

My bank worked with me immediately to return the unauthorized draft. Something should be done about misrepresentation by the wireless portion of AT&T. I have used AT&T/Bell South a long time; however, I have dropped their services after the Cingular rip-off. Presently, there’s no economic damage other than a large bill that will look bad on my credit report. Had it not been for the professionalism of my bank, this must have been devastating. I hope no one else has experienced this non-professionalism from AT&T Wireless.

AT&T reps were able to verify both times that it was the phone equipment that failed and not something that I did to cause the failure. I find that AT&T does not reveal it sends customers reconditioned phones when they replace their own faulty equipment highly questionable business practice. I feel the same way about their not resetting warranty dates, which is also not revealed in their business practices. AT&T's connection to the insurance company that charges a $50 deductible doesn't sit right either. This is even more suspicious as the AT&T store employee that I took the phone to first told me that a replacement phone would cost me $40.

In effect, AT&T makes the consumer responsible for the failure of AT&T equipment over a time period that does not meet the original warranty guarantee. They offer predictably inferior and prone to fail substitutions without the consumers’ knowledge, and they are forcing more money out of the consumer through one of their divisions. AT&T therefore avoids responsibility for providing quality equipment to consumers.

Why was I not told my connection would end on Tuesday? Why was my connection discontented at my current address before the other account was active? Why am I paying for a service I cannot access at home? Why, around 2 hours later, was my connection disconnected from my Davidson apartment? I called around 2PM and tried to talk to someone about my service, but was told from the voice automated machine that "We are experiencing a high volume of calls at this time and can not assist you"?

On Wednesday, 18th of March, I called at 8AM and talked to Jennifer. I told her I wanted internet access and that I was moving, but still needed internet access. I needed internet access at my home. After 35 minutes on the phone, I had to go and Jennifer said she would call me (which she did later that night at 6:20PM and was the only pleasant person who tried to help). I got home from work and could not get access to my internet. I called at 4:55PM and talked to Ebony. She first said it was a problem with my modem and router. Why was I told it was a problem with my personal equipment? Then she confirmed that the connection was not active and would take 24-48 hours to get back on. Why would it take 2 hours to disconnect and 24-48 hours to reconnect?

Ebony informed me that I could do dial-up. She would connect me to them. She told me that she could not access that service right now and will call back in an hour? I called an hour later, around 6PM, and talked to Joy. She told me that the order was for the Cornelius address only and that I would have dial-up only. I had no choice, but I could talk to billing. I asked to be transferred to dial-up and it was dead. No music or noise and didn't respond to me saying hello. After a couple of minutes of this, I hung up. Why did this happen? Why am I left in the dark and no one can help? Why was I disconnected? Why was I disconnected on Tuesday when I told you I was moving Monday? Why was I left with no internet?

I didn't have the opportunity to email this to you because I didn't have email! Then on Wednesday, April 1st, I received a bill in the mail for $208.74. My bill is usually $40.49! You are going to charge me over 400% more! Why I was not told about this increase in price and/or service charges? Thanks for you support.

We have accrued 2001 rollover minutes since Sept. because we cannot use phones. On 3-10-09, I spent 50 minutes on phone trying to resolve issue and was told by Ms. Linda I was in moderate calling area, then transferred to Ms. Louise who told me I was in moderate calling area. Then Mr.John who told me I was in a low calling area. They were all polite but no solutions. Mr. John said he would contact Tech Support and they would call back in a week, the 17th of March, which is St. Patrick's Day. I do not know if AT&T Tech Support is even open then.

I have been a loyal customer for years. We have local, long distance, internet, DirecTV and now wireless which is not up to the information given. I would just as soon take advice of your reps and go back to previous provider. Since I am not under contract I will gladly ship back equipment and be credited on my bill. I had to activate ONSTAR on my wife's vehicle so she had a reliable service while driving with our children since she has no service on her phone even in church which is less than 20 miles away. I am not trying to get something for nothing but I need reliable coverage for my family. I cannot even call my wife's phone. I have to use ONSTAR or home number so the no minutes for same network does not apply. I would appreciate some kind of response back.

This is without a doubt a ploy some genius at AT&T came up with to scam millions of people out of a minute every time they call. It only cost the individual one minute, but times that by the millions of customers and it generates a lot of extra income which we are paying. Since I have asked AT&T many times to take it off and they refuse, my next step is a class action lawsuit.

On Monday, 2/9, I phoned and was told phone *was* part of the order but the problem was in porting my existing number. Promised phone call by 5 pm (and compensation of extra $100 rebate) which I did NOT receive. I went into corporate store on 2/10 and spent a total of 4 hours while manager, Rubin **, tried helping me. He ended by asking me to email entire story to him that evening so he could forward to his supervisor. I did. Next morning since I did NOT hear back from Rubin, I went back to store. Stayed an hour. Rubin forwarded my email while I stood there. End of day I received email from Rubin that I needed to come INTO store on Thurs. at 10 am to talk to Resolution dept. I did.

It took an hour and a half of arguing with woman from that dept who rewarded me with (finally) an appt. on 2/16 from 12-2 for installation. AND I would have to receive new number after all. It is now 3:00 pm on 2/16, and nobody has shown up. I have no cell service in this area (also AT&T), and this is a holiday for me. Another day wasted on behalf of AT&T. I deserve to be compensated for all my lost time, and no service. Over and above what they have offered me - which is free first month and extra $100 rebate (none of which I have seen yet).

To make the story short, I was told by the CS rep that AT&T didn't care if paid out the contract. I had left early when I ported my number to the other carrier and that was the end of it. There would be NO waiver because 23 months were finished, no prorating the fees even though it was only 1 month left, and absolutely no adjustment would be made to bill which was due in full. The CS rep refused to provide a direct email to anyone who could help saying I could file a complaint online, and if I refused to pay my bill would go to collections. This is AN UNJUST DEBT from a company that doesn't give a rat about its customers, only that right or wrong, the bill must be paid.

Nothing is said about a 1-year contract or was never mentioned on our recording. We feel we are being ripped off and we check everyday on the search engines and cannot find our company on any keyword searches. The one we always find is our company name (**) which if a customer knows our name, why would we be charged for a click which amounts to $2.33 per click.

My next question was, "What if I sent the phone to get it fixed? What could I do?" I have to check with my supervisor and see if we have a loaner. I asked her to check and she came out and told me her supervisor stated I would have to buy another phone for $39.99. She asked if I had insurance on my phone. My response was "no" because I was told I could not get insurance. "Can I get insurance on the Blackberry now?" Yes was her response. This was not a good thing. I asked for their names.

I thought AT&T would stand behind the products they sell. My husband and I have been customers for a very long time (before cellular one). I am disappointed. I have a warranty that is of no use. I pride myself on the things I have because I take care of my things. I am 63 years old and like nice items. It took time to get used to the Blackberry phone because it is larger than the other phone I have owned. No, the front has a star and when it completely cracks, the warranty will more than likely be expired. Then the phone will not be of any use without a face. It will be likened to a broken windshield. My question is why do you not stand behind your product with a warranty? And why was I told a loaner phone may be a possibility? And why do you now offer insurance on the Blackberry?

As the consumer, I find it hard to consider purchasing another expensive phone. My goal was the iPhone. Maybe not such a good idea if you do not stand behind the products you sell. I am but a drop in the bucket and maybe you just do not care. In this time of economic struggle, does it really make sense to dismiss the person who helps to keep AT&T in business? All of the drops in the bucket do add up. An unhappy person who wants her Blackberry Curve fixed and hope to hear from you soon.

I did get a phone call about the service last Saturday. That was a smart move for the supervisor to alert you I was going to put in a complaint. I have been in the customer service for over 30 years and still continue to serve the customer. There are always two sides to the story. You write policy, and policy can be changed.

AT&T sent out a service tech that bothered neighbors, gave out my number and couldn't fix the problem OUTSIDE - it was never fixed; in fact, after the service person attempted to fix it, the box was all messed up and there wasn't even a dial tone in the house now. I paid the bill that showed "Past due" not knowing the phone was even on and again demanded the service be turned off - now there was a problem with some CODE WORD - they didn't seem to require this code when the repair person came out to determine the problem was in the lines outside - and they asked for social and complete phone number but again FAILED to turn off the service. I had to pay a bill again and again. I demanded the service be turned off and now they said they would send me the "code word" via mail so I could turn off service and again I received nothing but another bill!

It was outrageous and I said there must have been some mistake on their part. I asked that the bill be reviewed. They sent me the details of the calls with the numbers. I checked and realized that the calls were made on October 12-18 of which two days were spent traveling on a plane from Mumbai to LA. The calls have been made every two to three minutes to specific numbers that I do not recognize. I told the representative that I could not have made calls as there is no provision to use mobile phones while flying.

Well, everyone knows that you are required to keep mobile phones switched off on board. They, however, refused to listen to what I have to say and demanded that I pay the amount. They disconnected the line to be activated only upon payment of the $2900.00 bill amount. Over the months, I have spoken to several customer care executives who stated that they could trace the call to my cell phone with the help of the 'IMEI" number. When I asked for the IMEI number, it does not match with my phone. In fact, on three or four occasions, the different executives I had spoken to have all provided me with different IMEI numbers which does not match with mine or amongst them.

This is beyond principle. Why should anyone have to pay if you have not enjoyed the services?

I have been a customer of AT&T for over a year and half and have never defaulted on a payment and my bills have never exceeded a certain amount. This is a problem... I have exhausted all means of trying to make them understand.

A few months went by and we started to experience problems with the phone again. Same thing, non-responsive, freezes up, but this time, the screen would go blank. I looked at the phone, took the battery out to let it sit a few minutes. I noticed the little white dot that detects water damage to be pink. The only problem I have with this is, I know the phone didn’t get wet. I was told that there are different levels of moisture that can cause this. They didn’t go into detail. I was also informed that a second white dot is located inside the phone where the only way you could get to it is if the phone was taken apart. They can tell by this if water is the leading cause from the phone to fail.

The AT&T corporate service center refused to put the phone under any diagnostic test and would not open the phone due to the warranty being null and void if they did. It didn’t matter at this point, since the phone was not in working condition anyway, but they still refused. So I left the store to return home and called AT&T again to ask if this can be looked into and they refused to offer assistance. I went back to the store where I purchased the phone to try to get more help. That attempt failed. What really made me angry this time was the salesman flat out told me that AT&T knew of all the problems with these phones and that is why they pulled them and stopped selling them.

So why do I have to eat the cost for a bad product? If I don’t get any satisfaction out of this, I plan on leaving AT&T after my contract is up and go with a different carrier. I feel that AT&T should be held responsible, since they knowingly sold me a defective phone.

First of all, I received 3 phones and had to go find an AT&T store to return this extra phone so I would not be charged for it. No one seemed to know what I was talking about. Our first bill was $278.00 and I was on the phone for an hour trying to find out why. No one tried to help me. Our second bill was was $182.00 and was told I was in a contract and could NOT get out of it. The next bill was $108.00. Now this bill is $182.00 again. Our bill has yet to be $150.00. I feel like they misled me totally. Can you help me with this??

We as well were asked about getting the warranty for $79.99 package. We said we would get two of those. We as well then decided to select our cases and headsets and ear pieces as well. The total would have been probably $1,100 with all the bells and whistles. As soon as we were done and ready to pay, the salesperson was ready to check us out and indicated that we would not be eligible for the upgrade/discount. We were both thrown off as we didn't know that these were discounts or upgrades. Apparently, I had failed to pay the bills on time, approximately four times. Due to the fact that there were service interruptions, which of course were paid for asap as we depend greatly on the phones.

The bills were paid via phone (debit card) and the interruption fee was included and was paid as well. But due to these service interruptions we would not be able to obtain our iPhones. The manager indicated we could purchase the ones on the wall though, i.e., Blackberry, etc. While at the store the AT&T corporate office was contacted. She indicated that she would have to contact her corporate manager. She as well indicated that the store manager would be able to work around it. The store manager then indicated he could do nothing and we would have to wait 24 48 hours until he could speak with corporate. Please note that we were also interested in renewing our two year contract with AT&T, as our contract has expired.

We could not believe that the store would not be able to do anything, and that they would allow us to just walk out, knowing that the Verizon Wireless store is across the hall. This is called misrepresentation, as the original call that was made to your AT&T customer service never indicated that we would not be eligible to obtain the phones at the price quoted. We were never informed that our account was not in good standing, and furthermore that our service interruptions would affect our future business dealings with AT&T. We have suffered losses to our detriment (which has affected the value of our time and effort). This incident has taken approximately four hours. I (Marlene) sell real estate and depend greatly on the phone to conduct such business. Let us not forget that the detriment comes when the expectation fails and we are left to bear the cost of the change as it was suggested that we go to Best Buy and purchase the phone for $350 or $450. We are sure that there has been a misunderstanding and that you will rectify the problem.

After they answered my questions, I decided to not order the internet service, but to change home service to AT&T. While getting connected to do the recorded confirmation, we were disconnected. I did not try to call back, due to the fact I was at work. I missed a call from them on Friday. On Friday my husband ordered the internet service. Ordering the 6.0 service and single line modem. It was due to be turned on by the 13. Our phone line was due to be turned on by the 7th. My husband had gone into the local store and spoken in person to a representative. He also call this rep on Oct. 8th and Oct 10th requesting information about why the modem had not yet arrived. He was reassured by the young man (Cody) that service would be turned on and the modem would arrive in time to be turned on.

The modem did not arrive and the service was not turned on by Monday the 13th. He went to the store again. At first they could not find his order, in the store or on the computer. While he was there the manager on duty came out and began to search, and finally found his order. He was then lied to and told that when I called and changed the home service, that I also ordered internet service at the 21.00 price. And my order canceled his order. Then to compensate he was told we would be given the $21.00 service for the price of $14 something. A $25 gift card, and the service would be turned on by Oct. 16th and a free month of service.

The modem was to be overnighted to us. It did not arrive. So my husband then called in to AT&T on Tuesday the lady he spoke to said the order was still messed up. She told him I had never ordered the internet service and the phone had not been changed because of not doing the confirmation. He had not been informed of the problem with the phone during all of the other conversations with AT&T reps. She promised she had fixed the problem with the order. He would get the 6.0 service (this time NO DISCOUNT) modem and turned on by Thursday Oct. 16. And then they completed the phone service confirmation. He was again skeptical with her when she promised and was reassured again it would definitely happen by Thursday.

The modem arrived on Thursday. My husband went through the set up process and was not able to turn it on. Again he called and was told the order was canceled again because the phone line had not been confirmed and activated. He was told to call back the next day. He called back on Friday Oct 17, at 11:50am and did not get off the phone for 1 hour and 20 minutes. He was first told they had fixed all of the problems just like everyone else has said. The phone line would be activated, but the internet service would not be activated until the 22nd. So he asked to speak to a manager.

The manager (Sarah) came online, apologized like everyone else and said there was nothing she could about the time he would have to wait. He expressed his work ethic, saying that as a maintenance man. When he tells someone he is going to do something by a certain date and he does not do it, he loses business. And that AT&T was not some little PODUNK business, it was AT&T. And if she could not fix the problem he would speak to her manager. So he asked to speak to her supervisor. She did not allow him to, but instead came back on and said she had pulled some strings and she had never seen them do this before. So he was very fortunate but they would turn it on by 8 or just a little later.

We came home at 11:00PM and it was still not on. We checked the phone line; there was no dial tone at all. So now, our internet service (NETZERO OR AT&T) did not work, and they had turned off our phone. He called this morning Oct. 18th and was told they could not understand what was going on. They were going to find out what was happening. He was put on hold for about 30 minutes and they came back on and had located Sarah, and said they would contact him later today. But an hour later the land line phone came on. They called back on the landline and cell and said everything on their end looked okay. Gave him service number in case he needed to call.

Everything is now working. But we have spent numerous hours on the phone, in the store, and days waiting for people to get their act together and flip a switch or two. We have never had this kind of problem before. 16 days of lies, promises and confusion. The stress makes us wish we never spent the $1000 on a computer. And the little $25 card we are supposed to get, plus the free month is nothing. All internet services offer a free month. And when we were originally offered a discounted price, then not. What kind of compensation for our time and effort is that?

The bottom line is that the cell towers in our area, and many other areas, just aren’t what the companies advertised. Although they claim we are in a service area of the strongest signal, we have no reliable service at home and at work, in the Rivertowns of Hastings-On-Hudson, Dobbs Ferry, and Irvington, NY. The odds of my calling my wife and getting through are about one in four. She has to hold her phone out the window at work to send a text message. I can’t call my brother from the street outside his apartment in Manhattan. It is interesting to note, however, that recently I started reliably getting five bars at my parents home in rural Sharman, Connecticut. It’s obvious they popped up a new tower.

Now, I should have known not to get into this arrangement in the first place, because it is well known that AT&T’s service is inferior to that of other carriers. I had switched from AT&T to Verizon four years earlier because of this. I mistakenly assumed that service improved over that time. In fact it was no different in quality. To complicate this, AT&T has a proprietary infrastructure and protocol that leads to phones with this service locking onto a particular cell tower. When this happens, one must, as one of their support people told me power-cycle the phone off and then on again. This is, of course, antithetical to the design and mission of cellular phone service.

I hold both companies responsible. Apple makes money from AT&T through contract kickbacks, and maintains that the equipment works fine and they have no obligations beyond seeing that it works to their specifications. AT&T has a frustrating way of putting the caller on to Tier 1 of support regardless of many prior calls took place. And they have a poor record of customer correspondence, as well as a self-admitted inability to retrieve any information whatsoever from their technical people once they put in a trouble ticket.

When I finally gave up and asked to terminate my contract without penalty halfway through the first year, AT&T Customer Service told me that now that my case now resided with their President’s Office and only that office could arrange this. It took another four months to get them to agree. In fact, I never really wanted to terminate the contract; rather, it is my position that they never met the terms of our contract, and did nothing to rectify the situation, even though I paid my bill in full every month. Given that the service is nearly double what I paid for Nokia phones with Verizon, and less reliable, I feel I am owed a service rebate from the first month of use on, and a reduction in monthly billing. AT&T keeps maintaining they can’t do this.

I believe what these companies are doing is criminal. They perpetuate their more bars advertising when the reality is that service is lousy. They could remedy the situation by improving their infrastructure and re-engineering signal protocol, but will not. They could, in good faith, compensate customers or release them from contracts, but resist this stubbornly. One reason I don’t want to quit at this point is that I think a class action suit is in order, and if I had the means to lead one I would do it out of principal. The public deserves better. Their customers deserve better.

My correspondence and documentation for this case are extensive. I have an inch-thick paper trail. I spoke to many people in each company, including Monica **, Katrina **, Pam **, and Matt ** with AT&T at 866-220-8446; and Ryan, Arin **, and Jason of Apple Computer at **. My case has actually outlasted a number of these individuals, who left their positions only for me to start anew with someone else. I visited AT&T stores, which actually don’t even support the iphone, they won’t touch it and The Apple Store, where I overheard their genius telling another customer his iphone worked fine and that the customer would have to have a frustrating conversation with AT&T about the service issues.

I turned to the Better Business Bureau, which closed the case after AT&T said they would troubleshoot my service as if that were some kind of compensation for the expense and trouble we have gone through; and after Apple, as they always do, said they have only the obligation to test the phone and repair or exchange it as necessary.

After talking to Brian **, the assist store Mgr at that location, they did not have it in stock. Better yet he did not know what was going on with a brand new phone I bought from his store. Instead, he told me there is nothing we can do, even after I advise that the phone still under a one year warranty from the manufacturer. He tried calling other locations with no luck in finding a new battery. I asked if I can take one of the batteries in one of the phone on the display wall. He said he was afraid they won't do that at that location. He checked the computer and said to me, "The Beverly Center shows that they had two batteries in stock."

So Friday Evening and trying to avoid the drive, I asked him if he can call them to hold it for me so I can go pick it up. Called couple of times with no one answering. He sure was trying to sell me a new phone but I did not. I needed to fix my cell phone issue before I was leaving next day for three days, September 4th, 2008, out of town. I told Brian leaving town without a cell phone for emergency situation is not such a great idea. His respond was to buy a new phone. I was in shock and disbelief of what I heard from the AT&T assist Manager and customer service he provided.

I left the store very disappointed of the phone company that I've been loyal with it for more than 20 years. I had to borrow my father's who is 90 years old, the only phone he uses for emergencies only. Brian ** went beyond the doors into his office twice when I asked the employee to go ahead and call him back. The bottom line, AT&T is practicing a fraudulent business and not breaching their customer's contract to their liking. Refusing exchanging bad orders phones. I have purchased two phones this year.

Early 2008 I bought A Black-Jack II phone that the letters were so small that every time I push a bottom I get about 5 letters. I never got a full refund nor credit because I did not bring it in its original box that I have already torn. As if AT&T were about to use the same box to resell the phone as refurbished. I was suppose to get a full refund but they deduct another $50.00 on to of the $100.00 for restocking fees plus taxes and some other charges. I ended up credited for only $38.00 out of $349.00 That was one big rip off on AT&T part and I will never deal with AT&T anymore. But before that they owe me an apology for the way their representative, asst manager handled my issue and unresolved.

AT&T don't stand behind their product. Therefore I am asking for a full refund on my Black-jack II phone and another $100.00 in credit for my time I lost for their not taking care of the phone issue on the spot and made me go empty-handed with no phone while I was paying my monthly bills before the date due, on time. Breaching consumers' contracts is Fraud and that's what AT&T are doing now.

When I got my final bill, it showed $240 for a 29 min call. I remember the call very clearly. I personally dialed the call through the calling card! Now I am sure all those charges are not of wife's fault or mine. Something is going on there... I spoke with Bellsouth, Hernadez, I told him I told Bellsouth before to block my international calls (should have a record). He says if it is blocked, you could not make calls through phone card services.

$300 Charges and emotional distress. I even had a suspect if my wife develops dementia. I have to cancel my credit card for auto debit. And I have to re-establish all autocharges with the new number.

i contacted att and they informed me that they do not see any balance on my closed account and i do not owe them anything! also they informed me since the account is too old they can not go back and make any adjustment and i should call the collection agency. i contacted the collection agency and they stated that there is nothing that they can do since att has to update they account.

She said she would be sending out a fraud packet and asked that I fill it out, return it with a copy of my drivers license or bill with the 2005-2006 date or prior to prove I was not living in Miami at the time. She also said the bill would be removed and not reported to the credit bureaus. A couple of days later I receive the packet (which I saved a copy of), filled it out, sent it back the same day with a copy of my license dated from 2004.

This morning I check my credit report with all three bureau's and guess what? They're reporting this same bill as mine. They are demanding payment and say they know nothing about a *fraud packet.* They've told me I should not have allowed anyone to use my SSN to obtain services of any kind. Hello? I doubt anyone WILLINGLY gives out their SSN.

My credit is being ruined. Bellsouth is refusing to resolve this issue.

I pay a monthly fee to replace the phone if something happens to it. I called the insurance company number, 800-562-8662. Alia said since it is broken I have to talk to Shayla. When Sayla said I have to pay $50 deductible, I requested her supervisor. All the supervisor, Josie, said was she was "sorry" and I have to pay the $50 or I don't get my phone replaced. I could see if this was an old phone, but I just bought it June 19, 2008 and this phone broke when it only fell on a piece of plastic. What will happen if it falls on a real hard surface?

The AT&T is making money on customers for buying plastic cheap phones that probably only cost less than a $1 to make. This is another industry in itself, ripping off consumers with defective product and making them pay for a new one even though I pay monthly for a replacement, if something happens to the phone.

Please don't let me down, please help me on this matter. It will only keep happening to others because there are a lot of Razor phones out there. (I had a Razor phone for years and nothing happened when it fell even on asphalt. That was when they made the phone with better material.) I have lost contact with all my customers until the replacement phone arrives either tomorrow (Thursday, 8/27/08) or the next day (Friday).

I am the owner of a Service Company. We lose business when we are not available for service 24/7. Without my phone, I am losing business until I get a replacement. Everyday I am without my phone, our company pays $3,950 just in salary. We also will lose business for not being available for services. These customers rely on us for their businesses to keep running. Without contact, everyone is exposed to possible damages.

She had the representative write up a claim on it due to the fact that there is no way possible that this could be correct due to the fact my husband is at work when most of these times are and if he wasn't at work he was with me and wasn't using his phone. My husband works for a part of the railroad there is no way he has time to be sitting just browsing and sending and receiving data which is what one of the representatives said that it looked like was happening. Plus my husband calls me off and on to check on me with me being pregnant and just having surgery and so it was showing that he was sending data while calling me as well. How is that possible?

After she wrote up the claim I was told that in seven to ten days I would be called with the verdict. Twelve days came and still no call from them so I called to see what was going on and it was still in review. So, then 3 weeks went by and still no call I finally called ATT (8/26/08) and I was told that the claim had been denied that the charges are correct and we owe the money, yet they couldn't tell me how they came to the decision and told me that they couldn't do anything else for me that I was stuck paying it and I had no other options. I am being perfectly honest when I say that these charges cannot be true.

I even called them and asked if we should go get his phone checked out and see what the deal was and was told no just wait for them to call you with the results, in which case I never received the phone call, I had to call them again for the results. And it just seems to me that all they care about is getting money. We have never had a bill this high with them in all of the years that I have done business with them. If we have had it all along why just for one month incur all of those charges and not be using it any other time? I don't understand how the charges can stick especially since I can't even get a straight answer from anyone on how they came to that conclusion.

Plus I asked if there could be a virus on his phone because it was doing all of this plus the phone was heating up and when he would try to talk to me on it that there was so much static he could barely hear me and I was told nope the charges stick there's nothing else that can be done the charges can't be dropped and if you were to file another claim it would just be denied so there isn't a point in doing anything! I believe that there is a problem either with my husbands phone or there is a problem on their end. I even went as far to ask if someone could have gotten ahold of his number since people can now get into other's emails and wreak havoc and was told no that can't happen they have to physically have the phone in order to do anything with it. When asked if I could speak to a supervisor was told umm yes but your hold is going to be over 15 minutes long because you will have to get in line behind everyone else who wants to talk to them as well. So, I said forget it I will try and figure something out or call back later.

Throughout this whole case I have called them over 6 times to get answers and still haven't recieved the answers I need. I am very frustrated about this whole situation. And when I asked how to do payments she said she didn't know what could be worked out that she could only extend it to the ninth. So, therefore we would get penalized again with late fees because the account cannot be paid in full therefore racking up our bill even more. And then I was told that I could be put on hold and transferred to another department to see what could be done about payments.

The first three representatives that I talked to including the supervisor were understanding and willing to help and the last three that I have talked to want nothing more than to argue and refuse to even attempt to help or answer my questions. I even talked to someone else that I know that works for AT&T and he even said that it sounds like his phone is sending out information regardless of whether he wanted it to or not.

I am very frustrated and feel like all they care about is money. We don't have that kind of money. And if my husband had been online then we would pay it but he hasn't been. He has been at work. We are telling them the truth. So now more stress financially is being put on us and they are unwilling to do anything to work with us.

When I was in Spain I remember still receiving emails to my PDA although I did not specifically ask for the service. But.. I always received emails to my phone so I didn't think anything of it. I certainly wasn't concerned that I would be charged THOUSANDS OF DOLLARS for incoming emails. $4,567.89 to be exact. Now lets keep in mind that I DID NOT SEND EMAILS... or use the internet for that matter. I just simply did not change any of the settings on my phone which allowed the emails to be received.

After I got my bill (!), I spent a week on the phone with AT&T trying to figure out what happened. They were extremely unsympathetic claiming I was responsible for these charges. However! They did offer to bring the bill down to around $1400 as a "courtesy". I felt this was unacceptable and said I would only pay for the service I actually used which go as follows...$94.98 (My standard plan) $159.96 (Roaming charges incurred in spain) $19 (Text messages in Spain). This totals $273.94 - which SHOULD be what I owe.

Once I made it clear that I was not going to make a $1400 payment right then and there, they immediately terminated my service. This is a really unfortunate situation because I was very happy with my wireless service and considered myself a loyal customer having put my wife, brother and both my parents on to Cingular. I also was not able to transfer my number which had served as my business cell phone. This created a HUGE problem for me as business owner.

Furthermore, since the original bill of $4868.96, AT&T tacked on a couple of late fees and $918.28 in "charges" for a grand total of the aforementioned $6019.58 (which is almost twice as much as my honeymoon cost). Why not just make my bill a bajillion dollars? Ultimately, I find these charges exorbitant and unfair and in no way do I intend to pay the $6019.58 that is being sought by AT&T. I would be more than glad, however to pay the $273.94.

Since then I have been turned down for a small business loan by my bank which I needed to produce product from my clothing line. Subsequently, I had to cancel an entire season of orders and am in jeapordy of losing my business unless I give a portion up to private investors.

Believing I could take advantage of combined billing and introductory AT&T DSL rates, I did not renew my DLS service with DSLExtreme in April 2008. I signed up for AT&T DSL. I cancelled AT&T DSL after 4 days. Technical support was needed each day I wanted to access the internet. I resumed service with my previous DSL provider without any difficulties. However ATT continued to bill for AT&T DSL service for 2 more cycles. Credits were provided by AT&T customer service.

The first bill in May 2008 did not reflect any wireless discount but customer service reduced the bills by 24%. I was told I needed to go online and validate the discount through a verification of employment process. I was told by customer service that I should have been instructed to do so at signing. I completed the validation process online which showed "South Texas Government Employee". (On June 11th, Marc M. stated that he had validated the discount when I signed for service. That is why he gave me no instructions to do so. I had shown him my picture I.D. I am a San Antonio Fire Fighter)

I requested paperless combined billing at the prompting via e-mail (May 4, 2008). I had been unable to view a current bill (other than amount due) since it took affect. I was eventually told via customer service that I can't have both discounts. During that conversation, I promptly requested separate paper billing to ensure the 24% discount on my wireless service. On June11, 2008 after looking into a "$180 bill due," I was told by customer service that I have a 13% discount and later, during the same conversation, a 15% discount. After being instructed told to contact Marc M. about the matter, I was promptly disconnected.

On June 11, 2008 I contacted Marc M. in person and informed him of the situation. After pulling up my account, he told me that a 15% discount was showing and that he changed it back to 24%. I asked and was told I did not have to validate online. On June 28, 2008, I spoke to Wanda F. of AT&T Wireless regarding the latest wireless bill of $155.24. Again the discount promised by Sales Rep Marc M. did not apply. Ms. Wanda was very gracious and offered to make an adjustment of $155.24.

On July 11, 2008, upon checking on my AT&T bill I noticed that I am listed as a United States Postal Employee regarding company discounts. I do not what discount this position has. I know I presented my San Antonio Fire Department picture ID on two occasions to AT&T employees during store visits to correct this matter. I suspect this entry was an attempt to cover up previous misrepresentations. It is apparent to me that I am not entitled to any of the discounts as promised. I have read for myself on AT&T's web site that combined billing discounts and company discounts are not combined. Your employee, Marc M. did not bring this to light when I asked specifically about this the prior to signing the agreement. Rather he affirmed the multiple discounts.

This fiasco has gone on for three months. I should not be penalized for errors, omissions or misrepresentations by AT&T employees. I doubt AT&T would hold its employee accountable for approximately $35 - $40 a month for 24 months. I propose the following remedy. Remedy: 1. Terminate the agreement at the 21st of the month without early termination fees. 2. I return AT&T phones with original packaging.

3. AT&T refunds what I spent for the phones. 4. I repay AT&T for any spent rebate funds from rebate debit cards.

The August bill of $153.00 turned up with no discounts as promised. I called on August 14th and a Mr. M. spoke with me. I explained the situation. He replied that he did not know what was said. (I just told him. I guess the customer is always wrong.) He told me I had no discount except that the Unity Plan allowed me to call any AT&T line without costing any minutes.

I cancelled my wireless account. It is my pleasure to announce that I have terminated 3 land lines and 2 DLS accounts with AT&T at this point in time. There are 3 more landlines in my name. I look forward to finding alternate providers in the near future. $500 for cell phones and accessories that won't work with next provider. $525 in termination fees.

I realized that I was not able to speak with a representative because I got a recording that customer service was available until 9pm. Later that morning I called in because I was concerned about not being able to speak with anyone after midnight and I also noticed that my concession didn't show up on my August 2008 bill. After making some changes to the account, a business customer care rep spoke with me about why the concession didn't show up and why I incurred the $18.00 upgrade fee. When I visited the Apple Store to purchase new equipment the representative at the Apple Store was prompted to call AT&T customer service.

The AT&T rep spoke with me and verified my account information and spoke with me about the new data plan that I need. He then asked me to speak with the Apple rep again and then we were done. On Wednesday, August 13, 2008, the business customer care rep that I spoke with told me that the correct discounts didn't appear on my bill because when I changed my plan at the Apple Store the rep removed my discount indicator. She speculated that the AT&T rep told the Apple rep that the discount had to be removed in order to activate my new plan. I responded by letting her know that if any changes were being made to my discount the AT&T rep should have disclosed that information to me when he verified my information, and that he had no right to disclose that information to the Apple rep because I pay my bills to AT&T every month, not Apple.

I explained to her that Apple only provides one thing for me and that is technical support for my equipment, that's all. I told the rep on Wednesday that the information she was providing to me was speculation because she never indicated that the notations on the account stated that my discounts were removed because of the new activation. The rep on Wednesday did add my discount indicator back to the account but she was not willing to review one of my old bills to find the indicator. She directed me to an email that I could only receive at work even after I explained to her that I was not worked in a few months because I am sick right now.

Since she wasn't willing to review one of my old bills I did access the information and provided her with what we call the Fan number so that my account would be recognized as an employee account again. She said it would take 1-2 bill cycles for my discounts to appear again. I then asked her if it would be back dated and she said with much hostilaty, no! I told her she was only assuming what happened with my account since there were no notes, and if it had been explained to me that the concession would be removed I would not be calling in to find out what happened.

I also explained to her that I had called in a few times in the month of August and had always gotten the business customer care recording until this time. She didn't have an answer for that. I then asked her to speak with a supervisor. She continued to talk over me. When I understood that she would not honer my request of speaking with a supervisor and she would not back date or credit my bill I explained to her that I am already off from work on a stress leave and I would not continue the very stressful conversation with her. Because I am not working and making as much money, the $18.00 upgrade fee and lack of concession which would have totaled about $16.00 or more is difficult to pay. The added expense right now is very difficult.

Finally I spoke to a supervisor & was advised as of July 16, 2008 I have to wait 3-7 business days for AT&T to determine if I get $88 moved to my new account. I found the AT&T store #S852 staff untrained regarding prepaid cell phone accounts using Cingular. I found the Customer Service Supervisor rude and matter of fact. I was not given or offered any options. I had to ask if I can request a refund be filed.

I bought a phone from Cingular, the phone is my property. I have the original receipt. I have never been under any contract with AT&T. I have my original receipt contract with the terms and conditions that I have always followed and AT&T will not honor these terms. . My cell phone & SIM card belong to me. I did not purchase the phone under a contract with Cingular.

Company's Initial Response - Posted 07/25/2008 "AT&T Mobility ("AT&T") received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Ms. Brown states that her unused prepaid balance of $88.00 expired on July 1, 2008. She indicates she has never had to use a pin code to access her account in the past; however, as of July 13, 2008, she is being advised she has a pin code. An AT&T Office of the President Specialist has investigated Ms. B.'s complaint and determined as follows: After careful review of the account, the Specialist has found that Ms. B.'s unused prepaid balance expired on July 1, 2008 because a payment was not made before this time. Her last payment was for $75.00, which has an expiration date of 90 days. Ms. B. did make a payment of $4.99 on July 13, 2008, in which the next expiration date is now August 12, 2008.

"On July 23, 2008, an Office of the President Specialist spoke to Ms. Sylvia B. regarding the complaint received by AT&T. In an effort to resolve Ms. B.s complaint, the Specialist advised her that the unused prepaid balance expired on July 1, 2008 because a payment was not made before this time. The Specialist explained that her prepaid account does have a pin code, which is usually required to access her account and make account changes. The Specialist advised her that if she is able to verify the serial number of the device she is using, her pin code can be reset and sent to her via a text message. However, she declined and states that she does not want a pin code even though it is required. As a one-time exception and courtesy, the Specialist offered to credit half of her $88.00 unused balance that expired if she considered this matter resolved, however Ms. B. declined the offer. Although the Specialist addressed all of the concerns indicated on Ms. B.'s complaint, she remains dissatisfied. AT&T regrets any inconvenience caused by this matter. Ms. B.'s complaint is now considered closed. We trust that this letter addresses your concerns regarding this complaint. Please contact us toll-free at 800- if you need additional information. NAME: Jason D., Office of the President Representative DATE: July 25, 2008. The Specialist offered to credit half of her $88.00 unused balance that expired if she considered this matter resolved, however Ms. B. declined the offer"

Complaint Summary. When AT&T bought out Cingular I continued to purchase my prepaid cell "add on money" from my local Cingular ATM machine @ US Bank. I purchased my cell phone & sim card and paid the full price as I did not want an account with any carrier. I wanted the ability to buy prepaid time from any carrier. My receipt contract with Cingular is as follows. When I add time to my phone I go to any ATM machine enter my cell phone # and add money to the account from my debit bank account. AT&T has no information about me, they have never had my name, or address. At the expiration of my time I got 180 days if the balance on my phone was $76 or I could buy the $76 and get 180 days.

I have all of my original receipts for time purchases. My balance as of July 1, 2008 was $88 and my expiration date is Oct 03/2008. You can see from the AT&T response they without any prior business contact changed the terms without any notification to me. I had no way of knowing my time had expired, I do not have any missed calls, text message or contact to let me know my service was in jeopardy. I want to use my $88, I want my onwed cell phone unlocked, my cell number.

I looked at the 2 forms, there were 2 boxes checked on the first form, indicating that I am an existing customer and I have the 2-Pack Plan; the second form stated that AT&T was designated to act as my long distance carrier. No other blocks were checked off on this second form and I didn't not think that I was going to have problems by signing these 2 forms since I was led to believe I was only participating in a survey.

When I received my June 29th phone bill, I noticed I had an increase ($74.58) from the average amount I had paid the previous month. On July 11, 2008 I spoke with "Tony" at the 1-888- service center to inquiry as the reason for the increase. I learned that my plan had been changed. I shared with him my concerns, how I felt that I was dealt with dishonestly by the first AT&T rep at the mall when he changed my plan without my permission.

Tony was very patient as he listen to my problem. He agreed that no changes should have been made without my knowledge and assured me that he could assist me in correcting the matter. Tony explained that the Perferred Plan would save me more money than the 2 Pack plan and that it was the better of the two plans. He even quoted me what my approximate monthly amounts would be ($30 for local charges and $22.99 for the Perferred Plan), plus taxes would average to about $65.26. Since this amount was within my budget and I was told that there were no hidden charges, I agreed to accept this plan. When I asked Tony if I was going to be charged for correcting this matter, he stated, no I would not have any additonal charges.

After the completion of my conversation with Tony, my confidence regarding AT&T business practice was restored...until I opened this month's bill! My phone bill has now gone from $74.58 in June to $95.88 for July! I am so upset because I believed the last young man that I would not have any more problems with my phone bill, but once again, an agent for AT&T was not forthcoming. Perhaps, this is the way the "New" AT&T operates by decieving their long time customers.

If I can not speak with someone who will be honest with me and provide me with the same services I had when I opened my account, I will be forced to seek phone services with another company that does not display these dishonest, predatory practices. I am a retired senior living on a fixed income. I've always taken pride in paying my bills compltetly and on time, and I know what I can and can not afford! I've been dealing with AT&T for a very long time,when the company was South Central Bell, Bell South and I never had to worry about anyone taking advantage of me in order to make a profit for their company. I hope that ther is someone who will contact me,preferably a supervisor, in order that this matter can be resolved.

I called and explained the sit & was told they would give me 1000 minutes. I explained that that was not enough and was told that was all she was allowed and I could call back in a couple months and get another 1000. In Mar or Apr I called back and explained the sit again and got 1000 minutes, was told that's all they could do. I let it go for 2 months b/c I thought that it would resolve in May and was overcharged on my cell phone minutes for 2 months. I called July 29th around 6:10 EST, and asked to speak to the retention dept because no one else could add the minutes I was due. I explained the situation yet again.

The person I spoke with was rude. I was told the only way to resolve the sit was to upgrade my plan. I said I was not going to upgrade my plan, that's why I was going to go to tmobile in the 1st place. He said that giving me more min was not going to solve the problem and again tried to sell the upgrade. I told him att should honor what was said in the 1st place, and when my contract was up in May I would consider upgrading my plan. He told me that he was not going to do that and then snorted when I explained I just wanted my minutes that I was promised.

I told him if he did not give me the minutes the next time they hear from me was when I was porting my numbers to another carrier. He told me if I did that there was going to be a $175.00 term fee. I told him I was aware but att was not honoring their end of the deal. He again said there was nothing like that on the notes. I discontinued the call. They said they are going to charge me term fee.

My thought was that I could call in on Monday and request an exchange of phones, since apparently they have them now, but I was declined through customer service and management because my 30 days had expired 3 days prior. All I wanted was an exchange of phones, the same contract, everything the same just an exchange of phones and they wouldn't do it! I had been an AT&T home phone customer for several years with excellant standing.

I feel let down and obviously unimportant enough that even though it's my money I'm spending every month for their service I'm not valuable enough to 1, show appreciation for paying my bills and on time every month and 2, to just exchange phones and keep me a happy customer. It's a shame when a company thinks its so big and important that it doesn't need to keep it's customers happy. But what goes around comes around and I hope I'm around when AT&T falls on it's backside with a wake up call. Needless to say that I am cancelling my service with AT&T and I will tell my nightmare to anyone who is thinking about getting their service.

Can they just cancel my contract because they decided not to offer this plan any longer? What happens to the thousands of roll over minutes I have accumulated? What happens to my phone numbers that I have had for over 15 years? I tried to modify my plan and lower the minute about 2 years ago and they would only allow me to cancel my contract, not lower my minutes, so now I am stuck with thousands of minutes. (One year prior, they allowed me to modify my minutes under the same contract.)

I will have to pay much more for another phone service if I can find one which includes Mexico. I will have to change every piece of information which has my phone numbers on it. I will loose all my roll over minutes I have paid for. I will have to make a special trip to the US to get new service. The customer reps offer no assistance other than to cancel my contract. Don't I have any rights?

That's when all of my problems began. Their return policy kept changing depending on which customer service person I happen to be speaking with over the phone. The person whom I had originally purchase the phone from said I had 30 days. However, once my problems with the phone started the first customer service I spoke with over the phone said "sorry you only had 14 days" you called ONE day too late--today is the 15th day since you purchased the phone so you can't return it. I tried to explain to them that when I purchased the phone the salesman said I had 30 days to return the phone. She put me on hold and transferred me to yet another customer service person. The next person she transferred me to said no you DO have 30 days but let's just see if we could help resolve the issues you're having--I think that once these issues are resolved you'll be very happy with the phone. However my problems with the phone were never resolved. Yet here I had a $400 phone that I couldn't use.

Finally I walked into an AT&T store in Fresh Meadows NY. I spoke to a sales person at the store. Her first was is Sarah. I explained everything that I was going through. She got on the computer and pulled my records. She was reading something on the screen for a while. Finally she looked up at me and said "Miss it's obvious that you've been given the run around let me call customer service and see what's going on. She spoke to Krista W. from AT&T. They spoke for a while finally customer service, Krista W. said that as long as I returned the phone by the following day (Monday) that they would take the phone back and credit my account BUT THAT I HAD TO MAKE SURE TO SEND

IT BACK BY THE FOLLOWING DAY! She said they would honor the 30 days return policy and would not charge me an early termination fee. She said that they would only charge me for whatever AIRTIME I had used. I told her that was not a problem I would make sure and send it back the following day. She said that if I had any problems that I should take down the approval number which was (5398). And so the following day (July 14th) just as Mrs. Winberly had instructed me to do I returned the phone along with everything the phone came with including the packing slip. I even paid extra to have it shipped via Federal Express because I wanted to make sure they received it in a timely matter.

I thought my issues had been resolved but I would have no such luck. Yesterday , Friday July 25, 2008 I got a call from a higher up at AT&T. She said that they had received a notice of complainant which I had submitted to the Better Business Bureau and she wanted to know what it was that she could do to help resolve the issue. I told her that it had already been resolved because AT&T had agreed to take their phone back and I had sent it back to them already. She was taken aback by what I had just told her and asked if I had a tracking number which I gladly gave her. After she took the number she said she would call me back. I guess she wanted to track the package.

A half hour later she called me back to say that she was sorry but that they were taking back their previous agreement because I had returned it AFTER THE 30 DAYS and that they would have to CHARGE me an early termination fee if I chose to discontinue my service with AT&T. She also said "AND CANNOT take the phone back so we'll have to see what we can do to get YOUR PHONE BACK TO YOU!"

I told her that I had been trying to return the phone even before the 30 days were up but AT&T would not allow me to send it back. I told her that I DID return the phone back immediately after I was given the OK and an approval by them. She just didn't want to hear it. She even tried to belittle me by saying "Miss see if you could follow me on this--you returned the phone after the 30 days" I can't understand how a company could treat a customer that way.

I've been a customer of Verizon for many many years and my experience with Verizon has always been a pleasant one. Even after I purchased the IPHONE and hooked up with AT&T, I still kept my account open with Verizon, and thank God I did because I would start making a call with their IPHONE I always had to finish the call by reaching out to my old Verizon phone which I always kept very close to me.
Finally after my negative experience with AT&T I feel that I was mislead and I feel that I was taken advantage of and I honestly don't think that what they've done is right. Can you please advise me? What can I do and where can I go from here? Please advise.

Thank you in advance for your help,

The phone still did not work. I went to the AT&t store and changed Simm card, Still no reception. I was forced to swich to Verizon and now have excellent phone service in my area. AT&T would not allow me to end my contract without a $175.00 termination fee. Calls to AT&T to their service reps and even a manager were of no help. I was forced to pay the $175.00 termination fee and will never use an AT&T service again. I am sending my complaint to the State of Minnesota attorney general's office. I will also send a complaint to Minnesota 's U.S. senator Amy K. who is sponsoring a bill to end the termination fees of the wireless carriers. The damage was purely economic. The 175.00 termination fee. This does not include my time running to the Mallof America Apple store and the AT&T store which is on 4 miles from my home.

2 years later I get a phone call from SBC land service, asking for the same payment of $442.79, after one hour and 1/2 of faxes from my bank back and for, Ms Johnson(SBC) proceeded to tell me that it was a mistake "they've made" and she corrected it. Today July 25th 2008 my cell phone was disconnected without a notice. I've called immediately At&t at 1:45pm, to find out that they "permanently" cancel my service because of an unpaid bill of $442.79.(They never sent me a letter or email stating that owe any money at all!) I've been on the phone since 1:45 pm and now is 7:15pm and I am still on hold. I've talked to 16 different representatives, asked for managers, supervisors and no one could come up with an answer. They can't get the bill from back then, even when I am telling them that I have the bill because Ms Johnson back in 2005 sent it to me and even when I've faxed it to them 3 times today.

After talking to 17 sales reps I finally got to talk to "final accounts" and they tooked my payment AGAIN! of $442.79 and after this I was transferred to another department to reconnect my wireless. This department transferred me again to another department to reinstall my services. They told me they needed to check my credit again because now I was a "new account" and they were going to give me a "new number"! I had this phone number for several years (10) and I demanded the same numbers. The supervisor Beck (Rochester New York Call Center) told me that there was nothing he could do about keeping my numbers. He said that if I talk to the land line they might be able to do it!.

So here I am 6 hours later holding on for another supervisor that will try to keep my numbers. The call got disconnected when he picked it up! NO!

It's 8:41pm now and I am still on hold they are trying to locate the supervisor of land line customer service Mr. Bill. I got disconnected again. I've called back 800- and asked for the supervisor Bill and after several minutes it got disconnected again. Call back at 8:58pm asked for any Supervisor and after a few minutes Supervisor Adela came on the phone and made me explain the problem. I did and she went to find out about the problem and at 8:59 it got disconnected again!

Now I have no cell phone and no long distance in the land line. No way to get in touch with my family. I'm calling back the number 800- at 9:23pm and now the message is: SORRY THE OFFICE IS CLOSED!. I call back and I try different options to talk to any human being and it will keep saying that the office is closed. They advertise when you call this number that they are open 24/7 for technical support and THIS IS NOT TRUE!

Ashley wavered the $68.17 from my bill and told me that I was responsible for the balance of $80.11: I asked her Why that amount but with little response I was informed to pay that amount. Not haveing a pro long chat with the young lady I paid the bill. Now my wife and If went back to the Mall and spoke to Nathon G., explaned I could not get service in our area to use the phones, but you have to remember he told us that he was very sure we would, and gave us his personal guarantee we would get service in our area. (We did Not Get Service, our neighbor has AT&T and she to does not get Service neither )

After we spoke to him he tried to preasure us into getting another phone that he though would work. After repeating myself several times NO he kept up the preasure. After the Tenth No he excepted the answer and cancled the contract. Now I question about what I was charged, he said oh you should have not be charged for the Activation fee, but I was responsible for the $80.11 cents. That was one heck of a bill for not using the phone I guss it was for someone's gift or shady practice for a company so large has AT&T For the Total amount was suppose to be $59.00 Plus Tax for Two phone. I and my wife we felt Cheated, Lied to.

A few weeks after that, we received a card in the mail stating that we had ordered the DSL service outside of the promotional period, so the rebate would not apply. I called a second time, and I let them know that we were promised this rebate, and it turns out that they had the wrong order date in the computer. I told them we ordered in April, and that it was well within the promotion period. They apologized again and said they would correct the situation.

On July 12, 2008, a second card came saying the same thing about not being eligible for the rebate, and I called a third time asking why they continue to promise us this rebate and they not delivering what they promised. They apologized for a third time, and said that the rebate will post within 1 to 2 billing cycles. I have heard this twice before, and am a bit skeptical about the truth of their statements. All my husband and I want is the $75 rebate we were promised from the beginning.

When we got back from vacation on July 8th, i opened our statement only to find a credit of $523.18. So then I called the 611 number from my cell phone on July 8th to find out what happened. The lady, i think her name was Shena, explained that it was credited to the account and that was that. I asked to speak to a supervisor and was connected to Craig Whitenet. He said he would have a check cut and overnited to me either Wednesday or Thursday. He said he would call me back in a few hours that was around 10am. At 2pm I had not heard back from Craig so i decided to call back again to see what day I would get the check. This time I was given to another suporvisor, Adam. Adam got me upset by telling me that Craig was in another call center and did not have a phone number that Adam could call and that Craig was not a supervisor.

Now i am extremly upset, so I asked to speak with Craig's supervisor, Denise. Denise is not availale to speak with me b/c she is on a 3 hour conference call. I think she is just avoiding me. So I ask to speak with Adam's boss, Vashti. She tells me something different this time and tells me that Craig is a supervisor and she is now going to credit me a month of service b/c of what i have gone through. That's fine but all I want is the check that I asked for 3 weeks ago! We pay our bill every month on time and have requested that OUR money be refunded! Vashti says she'll look into it an call me back. Craig ends up calling me back after 5pm to tell me that he doesn't have an update for me on what day the check will be issued. Vashti never calls be back.

So then i waited until 10:45am on July 9th to call back At&t, since no one has called to give me an update on when i can expect OUR money. I get someone who transfers me to the accounting department and I get Victor, who then tells me something new and offers to open a case, I asked him several times to read the notes on the file but he doesn't and ends up looking stupid! So I then ask him to connect me to his supervisor and he tells me she will call me back in 5 mins. And ask me what number she can reach me at, i tell him the one on the account! I truly did not think she would call me within 5 mins but she did.

Shelly B. called me and started off by calling me [mispronouncing name]. And she had not even read the notes on the account but did tell me that her calling me on my cell phone would use up minutes on my cell phone. So she then called me back on my home phone number. This is the second vacation day that I have wasted on trying to get AT&T to give me back our $600.00. They have no right to keep it, since we have asked to have it refunded. Mrs. B. tried to say that I had asked t have it refunded to hte credit card on file, which I never did and since the record the calls, they can check that! She has called be back as she has promised, I think AT&T might have one half way decent employee. And has said a check for $600.00 will be cut and overnited to me.

The only downside, I will have to waste one more vacation day so that I can be here when the stupid check gets here to sign for it. I have not had any issues with AT&T until I tried to get the refund! I have been looking forward to getting the new iphone for a month and I don't even think i want it! I hate AT&T now and will tell everyone about how POOR their customer service is. I guess they are too big to really need every customer! I don't think it is right that they can keep your money after you have requested to have it refunded. I think they should have to pay a penalty for keeping a deposit after it has been requested to be refunded.

In all of the people that I have spoken with at AT&T I have not gotten the same story twice. Ever person tells me a new story. They have the Worst customer service that I have EVER encountered! I have wasted 2 vacation days so far waiting on AT&T empoyees to do what they say htey are going to do and will most likely have to waste another to be at home to sign for hte overnited check. They have goten me so upset i have been in tears 3 times and so upset that my blood pressure has sky rocketed! I take this week off every year to celebrate our son's birthday and we do something fun with him each day and we missed the movie that we were going to see on Tuesday and are now going to try to go today, if Mrs. B. calls be back before 4pm

After we moved to a new address from our flooded home They added an extra month's bill saying we didn't pay a bill 6 months ago at the old phone number. ATT took over Bellsouth and I was told I had to the end of the month of May to pay it. I disputed, but they said I didn't and turned themselves off. I got us an internet phone for $20 a YEAR that performs better then they ever did. We will never ever have ATT anything ever again! The last service to go was the DSL. Anyhow we are finally rid of ATT. Thank God for competition! :)

Many account changes and time consuming, with banking, checking, Credit accounts, Car insurance bill paying, Ebay account.... Communication with friends, When Bellsouth demanded $115 cash after the Katrina storm, to hook up my telephone and internet, that was the thing that really burned me up. Isn't there a law against this sort of extortion on elderly citizens?

Knowing and looking at my account in front of her, that I had a pervious returned check. She still told me that I could make that paymen free of charge by phone using a check and that it will take any where from 24-48 hours to clear my account. And so I took the option to pay by phone for free on June 30th the payment was done.

My service has not been restore yet and today is July 7, 2008 and I have been calling and speakin with numerous of reps that just give me the run around. And $360. is alot of money to not have my phone service at home where I have small kids and one whom seeks medical attention daily from nurses and staff. As soon as I can get my service restored I am going to go where I am respected.

I began working with AT&T to get the balance transferred from my old account to wireless to take care of the past due balance, I began the process in the first week of June. I was contacted during the second week by a woman named Briggett in the final bills department, wireline support. She asked that I fax proof of payment, and the balance would be transferred to my wireless account. It never happened. I then found out, after several phone calls, that the transaction was put in on June 13, and was told that the transfer would happen on June 17, and I would get a call confirming that it went through. I never received a call, and the balance was not transferred.

At this point I spent 3 hours of phone calls trying to resolve the issue. The entire time I had been asking for one single point of contact to resolve this issue all the way through, ensuring that the transactions were done on both sides. After more calls, I spoke with a CSR named Jackie, explained the issue, and told her that I want everything in writing. She told me that it would not be until the end of the week where someone would send me an email, and could not tell me what would be on it

On June 23, after several more phone calls I got in touch with a supervisor named Edward G. He agreed to handle this for me as a direct point of contact. There were no notes on my account about asking for a request in writing. He was originally giving daily updates, but was having issues working with the combined bill department. On Thursday June 26, Ed informed me that the transaction that was supposed to take place on June 13 never did, and it was going to be another 7-10 days to resubmit and get the credit issued. I told him that was not acceptable, and that I want everything in writing from AT&T, every note on my account and a promise to pay. He never directly addressed the issue of getting something in writing. He told me that he would call back at 12:15 that day with an update. He never called, and I left 2 messages after that, one at 1:00PM and one at 4:45PM. I have not received a call back. I again requested something in writing, and also asked Ed to schedule a conference call between himself, the manager of combined billing and I to straighten out the issue. No response. I left one last message on Friday June 27 and told him that I would call hourly until I have my money back. As of today, I have spent approximately 5 hours on this

As of Thursday July 3 2008, the credit still is on their books and has not been issued to my wireless account nor have I received a check. I was told that forms were submitted on June 13, June 20, June 23, July 2, and now July 3rd. AT&T still refuses to give me something in writing and keeps telling me that they will call me when this is resolved. AT&T has a $100.00 credit on my account that I can not get refunded. I keep getting assurances from them that it will be transferred to my wireless account, and when it doesn't it creates a past due balance

Now, during all these failed calls, I see my little call timer running. I am charged a full minute for each of these calls lasting 3-10 seconds, where no communication is taking place because one or both parties can't hear. That adds up to 20-30 minutes or more A DAY of dropped calls that I am being charged for. When I am finally able to connect with someone, everyone who calls me knows that the call will be dropped at least once during the conversation. This is not an exaggeration. I had a 10 minute (total) conversation today and the call was dropped 4 times. No one who lives in my area and has AT&T has this problem (to this extent) and my parents and brother, who are on the same plan, don't either.

During my first round of 1-2 hour conversations with AT&T's customer service, I was informed that I needed a new SIM card (I have since learned from a friend who briefly worked at AT&T that this is what they are told to tell customers to get them off the phone/out of the store). I went to the store to pick it up. The sales rep at the store told me that my parents would either need to come there in person or he would need to speak to them since they were the owners of the account. I try to call them, but of course, my phone doesn't work. I ask if I may use the store phone. Nope. He suggests I bring my parents in. I tell him they would have a 9 hour drive to get there. He tells me that it's not his problem.

My mom goes to the store where she opened the account and asks for a new SIM card. They don't want to give it to her until they see the defective phone/SIM. Eventually they give in and Mom mails the SIM to me. Another hour on the phone with AT&T customer service to activate it. Well, it seems to work....

For about 4 days. Then the same things start happening. Also, my screen keeps going blank at random times. Then, I open my phone to take a call and the entire top part of the phone breaks off. I am still under warranty, so I take the phone to an AT&T store- armed with the account number, my parent's social security numbers and other vital information. I am told that they cannot access my warranty information because the store is not in the same state that the account was opened in. I should try a store in a bigger city- they should have access to other states. So I go to the next big city. Nothing they can do for me either.

I am going home in three weeks, so I wait and go to the store in my hometown. By this time, my warranty has expired and we have to sign another 2 year contract to get a phone without having to pay upwards of $200. They assure me that the problems I have been having were because of a defective phone, so we sign up for another two years of service.

Surprise! It wasn't the phone. I recently got ANOTHER new SIM card as well (suggestion from AT&T rep- of course- but by this time I will try anything). Activiated it and it still doesn't work. The funny thing is.. THIS time when I called customer service they told me they needed to speak to the person who opened the account. However, when my mom called them, they told her that they needed to speak to the person who uses the phone. After finally talking to someone about it, they 'filed a case' on my account, which sounds like a bunch of crap to me- especially since I still haven't heard from them. The technical assistance person's 'best advice' was to get a new phone because she thinks it is 'definitely' a device problem.

I got this phone less than a year ago (September 07) and now I'm being told that it is no longer under warranty (I thought I had paid for at least a year). I either have to buy a phone outright, pay to get out of the contract, or they will let me out of the contract for free IF my mom continues her part of the contract AND I enter into a 2-year contract with them. Well, good luck getting me to agree to that. I will NEVER use any service from AT&T again. Two phones and three SIM cards later, my options are: (1) pay a large fee to disconnect the phone (2) sign up for two more years of horrible service and hope that THIS TIME a new phone will fix the problem or (3) 14 months of paying for a service that doesn't work.

My credit score is 20 points less than it should be, you know it costs thousands on loans, mort, ins etc.

Also i could not purchase 6 months service, just 3 months ? yours truly as Cofuscious would say am still confused ? and it shows , the rep said I purchsed lastly in Jauary o8 ? Would appreciate an end to my confusion. Incidentally on my first cellphone purchase a male ATT & T rep messed my first setup so bad it took up to a supervisor to get right again. thank you just an ATT&T custiomer

since my minutes were never enough and they had told me that my contract was over i decided to get another company and i transfer my cellphone numbers. after that i call at&t to cancel my service with them and then they told me that my contract was not over and that i had to pay $175.00 for each line cancellation. with at&t i was having to pay about $250.00 a month for one unused line and another two sharing 1200 min. it was just way to much money for a not good enough service plus now i got a bill of $700.00 for cancellations.

I then asked them to put me back on the unlimited long distant plan, the person on the phone said to be put back on the unlimited service it would cost me 30.00 a month instead of 20.00 as before, because I was on a granny clause. I told this person that I was not informed that if I disscontinued that service that I would loose the granny clause. I should have been warned about that and I wasn't, which is unprofessional. I called them back today June 9 and asked to speak to their supervisor Nancy, they said she was out so I left a message on her answering machine but she never returned my call. Well I guess next year I will be looking for another phone service that will treat me fair. I keep hearing about Vonage. I figure if they did me this way, they are doing other people the same way too.

Several times thereafter receiving the replacement phone during phone calls to Customer Service for various other issues I would mention about how I still was in shock that I had to pay $50 for a replacement phone since the one I originally had was defective - my complaints went unanswered and no understanding was expressed by any until one gentleman advised me that he didn't understand himself, but unfortunately, there was nothing that could be done months later. This even frustrated me more.

During various phone calls to the company for different issues I either was on hold for a lengthy amount of time before reaching a live person, or while on hold waiting for the person someone carelessly would disconnect the call - resulting in me calling back and spending another 20 minutes on the phone waiting for a rep to answer. Once I finally reach a live person, this person is either not listening to what I am saying and blind transfers me to another department where I need to repeat all my information once more and sometimes I found out that I wasn't in the right department after all due again to the rep eagerly pushing off the call and not taking responsibility. There have been many occasions where I have been transferred back and forth only to be disconnected. The amount of time spent on the phone trying to resolve an issue doesn't seem worth the time and aggravation half the time.

Today was the final straw, the icing on the cake if you will. My 2nd line is used by my daughter. Unfortunately, she dropped her phone that we had recently upgraded too this past Feb. and the LCD screen is broke internally. I reluctantly called AT&T to file a claim. Once again customer service didn't listen to the details and immediately transferred me off to another department without staying on the line. I have now reached a lady in the Warranty Department who obviously cannot assist me w/my issue, but was kind enough to stay on the line as to not make me repeat myself for a 3rd time. After a 4 min. hold, the lady comes back on the phone and states that the insurance department told her I do not have any insurance on either of my phones. Well, here we go again...This is absolutely not true.

I have never ever owned a cell phone w/out paying insurance for the phone. NEVER! Not to mention I had already used this insurance last year to replace my Razor phone - now I'm being told I no longer have insurance. Why? So the lady places me back on hold and after another 4 minutes states the ins. dept stated I need to speak to customer service and once again back to customer service we go...a female answers the phone and I start explaining how I had insurance, I never cancelled insurance - what is going on, etc. I spent almost a complete hour on the phone with this woman while she reviewed in depth my account. Only in the end to tell me that I never had insurance on either phone. Are you kidding me? An hour later w/this rep and she wants to accuse me of lying - that I am confused or something.

I end the call and I contacted the insurance department directly...this female who answers, very pleasant and helpful...states to me that she doesn't see that I have insurance on either phone. I enlighten her and explain that I have changed my cell phone number on 2 occasions since I signed up w/service, I explain I used this insurance already for my Razor phone where I paid $50 deductible...she finally sees something in her system that does in fact prove I received a replacement phone, but get this...she tells me I paid $12 and change and it went through the warranty department - I never had insurance on either phone. Well, ok...now I'm really baffled - 3 person states I never had insurance on either phone since I had the contract from November 2006 - and now I am hearing that I received my replacement phone through the WARRANTY for only a few dollars....ARE YOU KIDDING ME? Was I dreaming - at this time I have spent a total of 2 hrs on the phone - trying to get to the bottom of this...it's now twelve o'clock...I call back customer service a man answers the phone...and once more I repeat myself, trying to be pleasant but now extremely ****** off that I have wasted such a large portion of my day on the phone w/no results..and my tone was quite stern - wanting answers, educated answers, not guesses.

Low and behold this rep advised me that I did in fact have insurance on both of my phones from the time I signed my contract in November 2006 up until July 2008. So I am grateful someone clearly knows how to read their notes in the system. I proceed to ask why insurance stopped on my account. He tells me he doesn't know. It's like 2 steps forward, 5 steps back...I'm like what do you mean you don't know. I never removed it - no one had my permission to remove it. His response well ma'am, why did it take you almost a year to realize that you weren't paying for it. Good question...I'll give him that, but great way to avoid resolution. So I explain to him that I trust that AT&T knows how to bill accurately, therefore I do not pay attn. to details on my cell phone and I expect that the company is honest w/the information they are billing me for...and I am only learning of all of this due to the fact my initial phone call 2 hrs + was to file a claim to replace a broken phone.

...well, he continues to tell me had I realized this months ago...he may have been able to add the insurance back to my lines, but since I didn't - he can't help me. His hands are tied. I stated I just upgraded both of my phones in Feb and April of this past year I need insurance on these phones for the duration of my contract - which as we all know extends 2 years once you upgrade your equipment. Once again he tells me that I should have been advised that insurance does not carry over to upgraded equipment automatically and I only have 30 days to add it to the account. ARE YOU KIDDING ME????????????

I finally found someone who can see I had insurance on the account, no explanation as to why it was removed, and still no resolution to my immediate problem of needing a replacement phone. I explained to him that no one at that company notified me of the insurance not carrying over to upgraded equipment. This information was not disclosed to me or discussed because had it been I certainly would not have refused to pay the $4.99/mo for the phone to be insured...however, there was nothing he could do for me. 2 1/2 hrs. later I reached my limit. I gave him the bottom line before I lost my cool.

I requested a supervisor/manager call me at work, provided him w/me tele number, stated I wanted a phone call before 4:30pm today. He stated he could not guarantee a return phone call. UNBELIEVABLE! Considering the circumstances, the fact I spent 2 1/2 hrs consecutive on the phone trying to resolve my issue - no explanation of why ins was removed from my account, no explanation as to why they charged me $50 for insurance replacement on my razor yet put it through warranty...(which is clear fraud in my opinion and stealing my money) - uneducated people arguing w/me about the insurance ever being on my account - and he could not guarantee me that a supervisor or manager would return my call w/in 4 HOURS....how does one escalate an issue at this company? How do they prioritize their workload? Shall I assume that the supervisors and managers are so bogged down with so many other customer complaints - or shall I assume that they simply don't know what they are doing or perhaps both?

So this evening, I have spent the past several hours, reviewing each bill I ever received since I signed this contract, I have confirmed that I was in fact charged $50 for the deductible on the razor phone. I have spent basically my day worrying and stressing about this and what can I do to resolve this - I sent emails via web to the president and vice president of many different departments of this company. The automatic pop up states they will respond to me w/in 2 business days. HIGHLY UNLIKELY! (not going to hold my breath) However, the bottom line is I want RESULTS...so w/in my emails I indicated that I want to be refunded $50 that they stole from me fraudulently.

I want an explanation of who has the right to remove features (insurance from my account) I want an explanation as to why I spent 2 1/2 hours on the phone w/no results to my issue. I want restitution. In the meantime, it appears that I need to sit back - suck up the fact that I am being charged for features that can't even be used since the LCD screen does not work on my one phone.

No internet usage, no texting - can't see who is calling - no caller id display, but do you think one person at this company today - thought to say we will put a hold on your features until you get this resolved and the phone repaired or replaced - absolutely NOT! Because it's quite clear AT&T only wants to steal your money as many ways as they can - and being in a contract leaves you the consumer w/your hands tied or having to pay them several hundred dollars to terminate the contract.

Does this sound fair? ABSOLUTELY NOT! I thought about calling back and having them remove the features on that line, but can you imagine what calling them again would do to my sanity. DEAR GOD HELP ME!

I went to the my at&t carrier several times but there was no reslution to my issue.

The first bill we received was over two thousand. it was suppose to be 400. They forgot to add the mobile to mobile service we signed up for. The next bill was exorbitant and every bill after for some reason or another and several credits were issued. Needless to say the service was not at all what we expected because they do not have free incoming calls and charge for minutes to their own center. When I thought we had a 397 bill it was 1800. It was confusing because the billing dates for the cell service are different than the land side so it is impossible to know what you are paying for.

We received a 1300 minute credit on the wireless side after reviewing this huge bill. We paid the amount we owed but put 1037 in dispute to receive monetary credit off the bill and not a future minute credit of 1300 minutes. Because they are separate departments the associates cannot see the activity of either side. Even though my credit is in dispute the landline side has determined that I must pay the balance in full inspite of my huge credit on the wireless side, even though these charges are from the wireless side not the landline side.

I discontinued the combined billing because of the hours and hours of transfers and confusion. I was on the phone for three hours on Thursday and over one hour on Friday. No one can help me. When I asked to speak to a supervisor I am told I am in the wrong department. I am placed on hold and transferred back and forth from billing to accounting to wirelss.

No one can offer a solution or knows what to do to apply the credit from the wireless side. I am told it cannot be done because they are two separate departments and the wireless side has already been paid by the landline side and I have take the credit on the wireless side for a future bill and pay this one now to get my email address back.

They have suspended my email address. I I have another business with customers trying to contact me. I do alot of my business online. I am a jewelry designer. I do not understand how they can take my email address hostage. I missed out on a 11K diamond sale and recieved a call today from a very upset customer trying to make an appointment with me through email as she has always been able to do in the past.

Also I went and added an extra line to my phone after they said it would only be about 7 dollars a month more. I added it then got billed over 360 dollars for two months! My phone bill was always at least under 100 dollars a month and I pay for unlimited long distance thru a bundle pack which is around 23 or so bucks. I called and they said they forgot the multiline discount but I have to pay the total before they can credit me. I was so upset to see my bill had doubled. They also started charging me an inside maintenance fee that I never ordered on top of it! When I added the extra line someone there decided to add even more to my bill that I didnt ask for! They have since credited me for THAT at least!..I am so over trying to get anything corrected with this company.