AT&T Customer Service
Rated 1.44 of 5 Stars
Based on 1364 Complaints

Contact AT&T Corporate

Toll free phone number: 1 (800) 331-0500

One of the largest telecommunications company in the world, AT&T brands now include Wireless, U-verse, home security, DirecTV, and home phone. Upset at AT&T? Call the complaint line and tell them now! The company does have an official contact page, but social media is probably the best way to get a response to your problem.

Tweet AT&T customer service on Twitter at @attcares or post a complaint to their Facebook page. If you would like to send a complaint to AT&T corporate headquarters, their mailing address is 208 South Akard Street, Dallas TX, 75202. There is an image of the corporate office location here.

Contact the CEO with your problem! Write a letter to the corporate office. The most popular method of contacting AT&T with a complaint is by calling them, that phone number is 800-331-0500. They follow normal business hours of operation, so call between Monday and Friday, 8am-6pm EST. You can also email the support department 24/7 at attcustomercare@att.com.


Experienced poor service? File a complaint here!

AT&T Contact Information

Report complaints to corporate and get satisfaction

  • AT&T headquarters address

    • 208 S. Akard St.
    • Dallas
    • TX 75202
    • USA
  • Company website

  • 1-800 phone number

    1 (800) 331-0500
  • Better Business Bureau rating

    A-
  • Customer service hours

    9am-6pm CST

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Top AT&T Complaints

Browse more than 1364 reviews submitted so far

20

I went to an at and t store and a customer service rep Chad came to greet me. He was about21 had brown hair and glasses about5 ft6 inches tall. I told him I bought my iPhone in April and ever since have had trouble with the tone going off when I touch a number such as entering a passcode at times but the phone doesn’t actually enter the number it only makes the tone. He asked me to demonstrate it but it worked. He blamed reception but we have an at and t tower in our front yard. Then he said I was probably doing something wrong and just walked away not offering any suggestions , diagnostics nothing. If he gets away with offending 61 year old ladies f or no reason and brushing them off he did a pretty good job of it. I would call what he offered customer disservice. Name was Chad.

20

I have had issues with billing that is going on 3 months with NO resolution. The people you talk to are generally speaking not helpful at all and are from overseas so the english is difficult to understand. They also love to play "stall " a lot in hopes that you will just hang up. As a business owner, my time is very valuable and i find this very irritating . After nearly 1 hr on the phone they are to send an email confirmation to me with the updated charges and totals ... We will see ...

20

Uverse on my android is useless. Connects whenever it feels Ike it. The most undependable service ever.

20

Ordered 2 phones over the phone. The guy said they would ship the day i was ordering them 9-21-23, and arrive the following day since att overnights them 9-22-23. Phones never arrived, then we checked the tracking and it says they wont be delivered until 9-25-23. Would have been so much faster to walk into a store but he assured us we would have them next day so we didnt bother

20

If I could give zero stars I would. I canceled an order after being overcharged August 21 it's now Sept 22 I have yet to receive an refund and I don't have the services. The tier 2 department is a complete joke. Filled with condescending workers. I have been called by 3 different representatives who all claim to be in charge of my claim but they are never available everyone takes off from work. I have asked to speak with a supervisor on multiple occasions they claim not a single one is available also I will get a call back in 24 hrs which never happens. I will tell anyone and everyone who I meet to never ever get your services. I just want my money back I'm tired of calling and complaining and speaking to people who could careless I met with sarcastic remarks and lies

20

Not even 1 star, One of your employees is always walking past my home, and showing up in the At&T van, driving up and down my street. I feel this behavior is not right. I have gone to your offices in Ukiah, and I have gone to the Ukiah PD and they say he is doing nothing wrong. A women called me from AT&T and did not help me at all, I have asked for the installer's name, I called him a idiot and yelled at him to leave me alone, I am now moving because for this person following me. I want to know his name so I can file a restraining order.

20

Upgraded my internet service on August 29, 2023. Internet service stopped working next day. Contacted ATT and tech support came out on Sept 2. Internet service stopped again on Sept 11. Unable to work remotely, security system at my home failed, no streaming services available.
Made service appointment for Sept 13 4pm-8pm. Tech called at 1pm on Sept 13 to say he was on the way to my home. Told him I was not available until 4pm. Tech stated he could not keep 4pm appointment because "he gets off at 5pm and whatever needed to be fixed might run over."

Tech came to my home (or so he stated) did not restore my service and closed the ticket. Received a call from ATT Tech Support stating that I needed to reschedule my appointment because I had cancelled it. Told Tech Support I did not cancel original appointment for Sept 13 4pm-8pm.

Have another appointment for Sept 14 4pm-8pm.

Absolutely worst service i have ever experienced.!!!!!

20

I stopped in this AT&T store on Sunday, September 10th, to pay a bill, and the store employee, Jacob Meyers was Very rude. I gave him my bill, then he asked me for my drivers license or my pin number before he could process my payment, I told him no, and that I didn't feel comfortable giving him my drivers license. He refused to process the payment saying, that was the only way he could get into my account, mind you, I had already given him the paper bill. I told him that I don't typically visit this store, I usually pay online or mail it, he responded with "maybe you should keep it that way". He ended up using my pin number to make the payment. I do not recommend visiting this AT&T store, very poor customer service.

20

Extremely poor service and reception. Buffering every 5 minutes and extremely poor service. AT&T wants me to print out a form to submit a complaint. What a waste of time.

20

The customer service rep “JOE” was unprofessional and condescending hung up on me after he said he is going to transfer my call to an ATT rep.

20

I have moved into a new apartment complex which has bulk service. I am trying to get the account in my name and have the service turned back on. This is has been going on for two weeks now. The prior tenant did not cancel service and this is causing major issues for me. I work from home and I need internet service to work. I keep being told that the ticket is in back office but nobody can give a timeline on when the service will put in my name and turned on. The apartment complex stated that service should never be turned off and should remain on at all times. The service address for this location is:
2400 Riverfront Dr
Apartment 7GG
Little Rock, AR 72202
The router in question that needs to be assigned to my name and turned back on is
S/N R91VJ9TF100861

20

My wife and I went into the grand prairie texas store on 09/02/2023 to discuss new service plan with our own family. currently we are part of a family plan with my wifes sister and they need more lines for their growing business. we were greeted by a gentleman who said he could help us. i do not remember the gentlemans name. we asked about pricing and other options and every answer was " it should be" or " its about". we revieved no definete answers. i discussed with him my line and the phone still having a balance. he responded by saying " its about 12 more payments at $20 a piece." several times i asked for exact amounts and kept getting, " its around" or " its about". disgusted, my wife and i left. we searched a new carrier. on 09/04/2023, i went to a different store to pay off the phone so i can transfer service. to my shock i was told i owe $433. this is a vast difference from the " its about 12 more payments at $20 a piece." the girl stated that there are credits per month that are added and if i wanted to pay off, it would be the $433.
i am livid. several times i asked for information and was given non specific information. when i go to another store to pay off the amount sorta stated, i look like an idiot. nothing was explained that if we go to another carrier the amount changes by this original gentleman. if this is a training issue, i hope this serves as notice to better train the employees. i felt like the time spent in the store on the 2nd was waste of my time, and furthermore i was wasting his time. evident in he pulled out his phone as we walked away. we will be taking our services elsewhere and will also soon be discontinuing home broadband,

20

I became an AT&T customer approximately 2 years ago and I have had nothing but issue after issue with the service. I have called and worked with Technical Support on numerous occasions and received no resolution. They have all advised that the issue was for a different reason, such as the towers are down, you're in an area where there is no service, you need a new phone, you need to change your SIM card, just today I was advised to sell my phone and go with another carrier, the manager I spoke with today advised that I switch carriers. These are inappropriate responses and does nothing for a customer who is paying a monthly bill of $200 or more and receiving subpar service and no one is the least bit capable or concerned about truly assisting the customer. I want my money back and my phones paid off so I can switch to a different carrier that will provide service and good customer service. This has been a stressful and horrible experience . I can't even call 911 at times or 611 to reach you, I have to use my Google voice number to call tech support for another waisted hour or more to get no resolution.

20

I’m writing because I’ve exhausted my options—our internet service has been intermittent from 7-13 August, with no service from 15 August to now. New lines were being replaced in our neighborhood, so we didn’t call until 22 August; we assumed the lack of service was from this. When we learned the entire area was back in service, we called on 22 August. I spoke to a supervisor somewhere around this time.

22 August: My wife spoke to AT&T representative Mark for 22 minutes, who scheduled an appointment with a technician for 23 August, 8-12 a.m. ET.

23 August: The technician arrived at 8:44 a.m. and informed me that the issue was further up the street at the main box and that we could expect service in 2 hours. They told us that we were the only ones in the neighborhood at this time without service. Service was not restored as promised. I called again at 3:15 p.m. and asked for a supervisor, Karina. She didn’t even see where work was done in our neighborhood or that a technician was dispatched earlier that morning. I was promised the technician would arrive tomorrow between 8-12 a.m. No one showed up.

24 August: After the tech never showed up, I spoke to a representative, who transferred me to a Resolution Specialist, CK. Once again, the system didn’t show that a tech was dispatched. He said he would have to escalate the call.

I’m a retired army veteran who retired in 2019 and became disabled. I work remotely for the CDC, so this outage of no service costs me money.

I believe this is blatantly disrespectful, unethical work practices, and unprofessionalism from AT&T. I just can't believe I'm being lied to by a reputable organization

Thank you.

Kenny & Amy Miller
356 The Gables Dr.
McDonough, Georgia 30253
Account # 157128439

20

Hi how are you my phone number is 9088756862 my phone was suspended
The bill is about $11,000 I tried to work
To pay my bill but is impossible to get all the money in one payment
I don’t understand why AT&T let my account on for months without payment
I know it’s my fault
I really need to speak to right person to make a plan to pay my bill please
Contact me 9082664150 thanks

20

An endless phone transfer as many as 15 in 2.5 hours with no resolution, not the first time with marry go round, an average call is about 1 hour on other issues, but still Merry-Go- Round.

DSL turn off Bill was paid when ask to resolved, received confirmation code. DSL still out with hours with representative’s going 3 days now.

20

I contacted AT & T, during the middle of my work shift, because I work remotely and was experiencing intermittent service. Two days prior a bad storm came through an knocked out my power for18 hrs. I can only assume the issue was due to that. I called to get tech support and was told my bill was past due 30 days past due hence the reason for low internet connection. I spent 30 minutes on the phone disputing that I paid my bill 16 days prior. Finally she realized the system was incorrect. After transferring me to tech support, it was incorrect and I was transferred to a rebate line and had to hang up. I called back again and the next person transferred me and I held for 15 minutes on the line and no one ever picked up. I called again and the third person refused to let me speak to a manager. Each every last one of them kept trying to sell me cellphone service despite saying several times that I only want to discuss my connection issue. Finally, after a fourth call to At& t, the last rep told me that there is a reported outage and my area and field techs have been deployed to fix it. Why did I have to be on the phone for an hour and a half, off the clock to get that information. I've never had to deal with a company who employs this amount of incompetent people. I'm very agitated that so much of my time has been wasted, I was refused a manager and no one could respect my wishes not to discuss promotions and upsells.

20

Part of the 2 year deal when I got my phone is the $10 monthly discount if on autopay. Now I received an email that unless I change my autopay to debit card, I will lose $5 of the discount. Bait and switch! I never use my debit card online and so I use a charge card for autopay.
While chatting with the agent after asking her to take care of this, I mysteriously get disconnected from the agent. This has happened before when they don't want to help you. You all of a sudden get "disconnected". I will be leaving AT&T in March and switching companies then since my 2 years will be up.

20

My father had the internet box that was being leased from at&t he told the rep when he came in that wanted his bill mail to his house never received a billed was called and he said his bill was past due 2 months so he came in when he came in the rep made him pay for box in full and also paid 2 past due bills . i was on the phone while he was in office ii tried explaining to the rep if the box is being leased and he no linger wants it why do he have to buy it this was never explained to him in the begining this is an 89 yr old man that doesn't understands and i feel he was taken advantage of by being pressured to purchase the box. He paid over 700 and some dollars that day when he came in .

20

This really deserves no stars!! No internet service for 10 days, it went out on Saturday July 15th 9am. I called AT&T and the tech person indicated it was an area outage, a new router was sent and a tech was sent to my house on Wednesday July 26th. The tech was able to get the internet to work for 3hrs but then it went out again. The tech indicated the router and our line is good that it is on their end. Than heading to Friday July 27th I was informed from AT&T that the area outage was not fixed and that we would have our internet working by the weekend. In the mean time, we have a tech to come out on Monday July 24th. Well it is Monday July 24th and the tech cancelled our appointment that they are overwhelmed. We now have an appointment for Tuesday July 25th at 10am. Let's see if they really show up, I doubt they will.

In the mean time, my wife lost an entire week of work since she works from home. Everyone keeps giving us the run around on when the internet will be resolved or what is actually going on. This has been a horrible experience with us with AT&T. My wife is now looking to switch with another company as she is extremely frustrated with this situation. Time to finally switch out AT&T!!!!

20

Subject: Discrepancy in Returned Phone and Erroneous Charge

Dear Jeff McElfresh,

I hope this letter finds you well. I am writing to express my deep concern and frustration regarding a recent incident involving the return of a Samsung Z Fold4 phone and the subsequent charge I have received. I have been a loyal customer of AT&T for several years, and I have always appreciated the high level of service provided. However, the current situation has left me feeling unsupported and disappointed.

On 7/6/2023 as per the instructions provided by your customer service representative, I returned a Samsung Z Fold4 phone in response to a request to send back my previous device. I followed all the necessary procedures and ensured that the correct phone was securely packaged and sent to the designated address using the provided return label. I trusted that the back office team responsible for receiving and verifying the returned items would handle the process accurately and efficiently.

To my surprise, I received a phone today that I have never seen before and have no affiliation with. Furthermore, I discovered that an amount of $1920.00 is being charged to my account for this unfamiliar device. This development is deeply troubling and has caused significant distress, as I have diligently complied with all instructions and expectations in returning the correct phone.

I have attempted to seek assistance in resolving this issue through various channels, but regrettably, I have encountered a lack of effective support. The responses I received from your customer service representatives have been unsatisfactory, as they merely stated that the back office confirmed the charge, without providing any substantial clarification or resolution. This response is inadequate and fails to address the critical error made by the back office team.

As a dedicated and longstanding customer, I implore you to investigate this matter thoroughly and rectify the situation promptly. It is evident that a vital mistake has occurred somewhere along the line, leading to the incorrect charge and the receipt of an unfamiliar phone. I trust that you will recognize the urgency of this situation and take immediate action to resolve it. Attached you will find photos of the phone that I recently received and the actual phone that I sent back. The Samsung Z fold4 hinges would not allow the phone to open flat that is the reason for the exchange.

I kindly request that you review my account history, which will clearly indicate that I have never owned any phones other than those purchased through AT&T. It is my belief that this discrepancy can be resolved swiftly by acknowledging the mistake made by your team and correcting it accordingly.

I have always appreciated the exceptional service provided by AT&T, and I have every confidence that you will rectify this issue promptly. I kindly ask for your prompt attention to this matter, and I eagerly anticipate a favorable resolution.

Thank you for your immediate attention to this matter. I trust that, as a valued customer, my concerns will be addressed promptly and appropriately. I look forward to hearing from you soon.

20

Last April (April 6), our son's phone line was suspended from our 5-line plan because he is residing in Europe. We were told that he could get his phone line and number back as soon as he was back in the country, for a $35 re-activation fee - a rip-ff, IMHO, but okay - better than paying $15+ per month for a phone that is not in use.
Since he will be back in the US in a few days, I chatted with an AT&T representative, who explained that his account had not been suspended but cancelled, which means that after 3 months the phone number may be assigned to somebody else - contrary to what I was told in April. Of course, three months have passed and his phone number, which he had had for 15+ years, is gone. In the chat they offered to have their technicians "find a phone number that is close to his old one," which is of course not helpful. The representative then called in his supervisor, who simply said:"phone number is no longer available, call 1-800-331-0500 [standard number to contact AT&T] to explore my options, and then he went silent after I expressed my dissatisfaction with that "solution" - I waited for more than a half hour to allow him to come back to the conversation. The 1-800 number is so generic that no solution can come of that. Since the person who has the phone number now can only have had it for 2 weeks, I think it behooves AT&T to correct their mistak by assigning a new phone number to the current holder of my son's phone number. I cannot get over the incorrect info given to me 3 months ago and the rudeness of supervisor Carlos. What should/can I do?

20

I HAD CHANGED MY METHOD OF PAYMENT, NOW I LOST MY FREE MAX THAT CAME WITH MY PLAN, I WANT IT BACK!! I DIDNT TELL ANYONE TO CHANGE MY PLAN, I SPENT
2-1/2 ON PHONE YESTERDAY TO GET IT BACK, I WHEN TO AT&T STORE TODAY, NO HELP, I FEEL SOMEONE TOOK IT UPON THEMSELVES TO CHANGE ME TO A BASIC PLAN, AND THEY TOOK OUT THE MAX, I WANT IT BACK!!!! THIS IS UNACCEPTABALE!! PLEASE GET IT BACK TO ME!!

SHARON CONRAD

20

I contacted the AT&T loyalty department because I was considering switching to Verizon, they had offered me a very good deal. I’ve been with AT&T for over 20 years. The loyalty department did give me a good deal and told me the upgrade charge for the three devices would be waived. I get my bill and there is $105 upgrade charge. I reached out to the loyalty department and they are unable to waive the charge because it was not documented in the notes and I don’t have a “fan” discount on my account. I’m extremely upset. I wonder how many times things aren’t “documented” so now the fees can’t be waived when the customer calls inquiring why they are on the bill. In my opinion, this is very manipulative customer service so they don’t lose business. As soon as my contract is up I will be leaving AT&T.

20

Well my first complaint is that when you are a costumer at&t will milk you for everything you got but once you decide to leave they make it harder for you giving you the run around. When you call for your information and everything is paid off, and still I am having trouble unlocking my phone, only people that answer are people like Winston who can't help you at anything and will rudely hang up on you without speaking to the manager. He had me running in circles to an att store when he knew they couldn't help me out and even said they are too lazy to help only the people overseas who answers.

20

Spoke with a service rep NANCY PIETRINI today at approx 10am. It was the worst customer service experience I have ever encountered. Although I was signed up for an extended payment arrangement, she told me there is no ext payment arrangement, she’s never heard of that in her life & if I can’t afford to pay my bills on time that I shouldn’t have a cell phone with their company. She also refused to give me her name. I received her name from another agent.

100

I kept wondering how possible it was to raise a score as low as 430 to 800+ until I came in contact with H A C K M A V E N S CREDIT SPECIALIST who helped me clean up all the bad items in my credit report and raised my score to 805 within a short period of time. That was incredible! I strongly recommend them to anyone having credit-related issues. EMAIL: H A C K M A V E N S 5 @ G M A I L. C O M or Call.

20

I lost a phone. When I called customer service an automated message told me I has.to make an appointment three days later to speak to an agent. My wi fi is down and it will be 8 days before a technician cam come out. Three days to speak to some regarding wireless and 8 days for a technician appointment for internet?? This is ridiculous. Att has the most subpar customer service of any company I have ever dealt with. Constant pronlems and very little support. I will have service started with a new company before AT&T bothers to call back or come out.

20

We have fixed wireless internet with ATT. On May 6, 2023 it stopped working. When I inquired, I was told that it was a "tower" problem and it was being worked on. By the end of June, I requested repair on our end. The repair appointment has been re-scheduled 6 times and 4 no-shows. On one day, a tech actually came, worked on the system for 2 hours and left saying that it should be working by morning; if it was not, we should call him (Justin). It was not working by morning and the "personal" phone # he gave us goes unanswered and the voice mail not set up. Each time I call to find out they can actually come, the call center staff are sympathetic and say they will contact their supervisor/area manager who will call us. Nothing happens. If there was an alternative service, I would have long ago. I am looking into who at the Wisconsin Public Service Commission can receive our complaint. I also will contact Channel 15 Investigates (a local TV station airing stories of fraud and unacceptable service.

Why cannot ATT actually fix this; your expensive equipment sits at our house inert and you are losing revenue and whatever reputation ATT has left.
James Houge - 920 623-4762 (a land line because the ATT mobile reception does not reliably work in our house)
W1950 Hall Road Columbus WI 53925
mobile phone on the account - 608 576-1976
With hope but not optimism...

20

I have been dealing with AT&T for months trying to get them to fill a deep hole they dug on my property back in March. The time fiber came in our development. We have several children in our area that this could be a deadly situation. In which you and AT&T will be held responsible.
I have reached out to a technician, Harold 7049410396 who left a Service Promise paper with me. lol
I have called and called let messages. Nothing has happened. I guess my next plan of action is to bring my attorney into this problem.
Now its on you!

Unhappy and disgusted customer,
Bette Stephenson

20

I have had the worst service in the past 5 years and have reached out numerous times that have amounted to over 45 hours of my time.
As of late my service was much worse than after the Woolsey fire. I have reached out several times and given several different excuses as to why my cell service is o poor. I was told to get a new phone..my phone is 3 months old!!!
I was told my cell service was bad because the Malibu West tower was being worked on for the past 2 years. I called the technical support and they suggested a cell booster. He gave me an order #56-825000046539516 and that it would be delivered in 3-4 days. That was 10 days ago, so I called to get a tracking number. 2 hours 22 minutes and 18 seconds..dropped 3 times nd spoke with 5 representatives..NO ANSWER!!! It is so frustrating and if this was the first time I would not be so angry, but it is such poor service and happens all the time!
The people are trying to be nice but no one knows how to follow through with a problem!!! I have been a customer for over 30years and if I definitely will be researching my area for new service. It is beyond frustrating..you all should try to get answers and feel the customers pain.

20

I have 5 business lines with ATT and all of a sudden 1 line stopped working. It was getting the message "Your phone is not registered on a network, so you can only make emergency calls." After spending 5 hours which is not an exaggeration on the phone with different members of their team, the solution was sorry it's not our problem. "There is probably a defect in the phone you bought from us due to the manufacturer. There is nothing we can do about it. You will need to contact the manufacturer directly." I asked if they could just give me another phone of lower value or give me some credits since the phone is literally only 5 months old and in perfect condition and once again was turned down immediately. Needless to say, I will be moving all my lines out as soon as I can since I purchased all 5 lines of the s22 on the same day. I just can't fathom how its an internal issue affecting the phone and they are not willing to take responsibility when they are in charge of resetting the networks. etc..

20

I was at the AT&T store in Great Falls, Montana this morning wanting help with my frozen iPhone. The young man, Mark, was clueless of what he was doing. I asked him to call the other store for advice, which he did but said they hung up on him and I said for him to call them back, which he didn’t. I asked if there was a central number he could call for help and he said no. He was holding the buttons on each side of my phone as I had done at home with no luck! I finally told him he wasn’t doing anything differently than I was doing at home and I grabbed my phone from him. He said AT&T doesn’t handle phones once purchased and only worked on your account plans, which I knew was wrong. I went to the other store on 10th Ave and they told me Mark was new, however there was no one else working with him and was left there by himself. He was working with 2 other customers ahead of me who he couldn’t help out either and those 2 individuals were at the 10th Ave store too. My iPhone was fixed in a matter of seconds. Mark needs to quit telling customers false information and reach out when he doesn’t have a clue what he’s doing or knowing how to fix the problem.

20

I am extremely disappointed with AT&T for their unethical practices of charging hidden fees in my monthly bill without any prior notice or warning. On top of that, they didn't even bother sending me any reminders to pay my bills. This lack of transparency in their billing practices and disregard for customer service is completely unacceptable.
I trusted AT&T to provide me with reliable phone and internet services, but instead, I feel cheated and taken advantage of. It's frustrating to think that I have been paying unnecessary charges for who knows how long without even realizing it.
In this day and age, where communication is so easily accessible, it's shocking that AT&T couldn't even send out a simple monthly reminder to pay my bill. It makes me question their level of concern for their customers and whether they truly value our business.
I hope AT&T takes responsibility for their actions and takes steps to rectify the situation and prevent it from happening again in the future. As a loyal customer, I expect better treatment and transparency from a company that provides a service that is essential in today's world.

20

i'm buy apple watch 7 series in 2021 + insurance for this watch
and i'm lost my watch in 2023
and made claim for new watch +125$ for new watch
and after 2 days AT&T send me the one AT&T Phone box and inside the phone box i find apple watch all in glue, not one the regular apple box
and this watch is fixed before me because im see in the case glue and sone crack on case
and i'm nit sure how long this watch will be work, maybe after 1 months this watch is broken or some electronic issues and i need again do the claim and again pay 125$ deductible and never stop this cyrcle one AT&T
im not happy for service on AT&T i'm complaining AT&T is not good service department and they just making money for every people
please avoid AT&T
(agent ho talk to me ALEX,STAR)
(superviser: Chille)
im close all my plan and goin to Verizon or T-Mobile

20

Store location 16443 W. 159th St Lockport IL at 2:10PM on Wednesday June 21, 2023

Dear AT&T,

I walked into the store because I wanted to upgrade my cellphone and watch, as I walked into the store there was only one employee helping another client.

I immediately knew that it was going to be a wait and since I have experience with retail. Honestly didn't bothered me at all to wait. Reason why Im complaining is the fact that your employee who was a female made eye contact, did not smile or even say " It will be a wait time in a warm tone"

I sat down for almost 45 minutes and she ignored us at all, I wonder if they will make a client wait for 2-3 hrs just to make a payment. she pretty much did not asked why could she do t help me.

I felt terrible and decided to get up, smile and walkout. I saw your employee looking at me as. I just think that your company is looking terrible with these type of behavior. if they are not happy dealing with people they should reconsider their job.

As a client I need AT&T's service but AT&T needs my money. I don't think I'm ever coming back or recommending this store again. I'm also sure that this is probably happening in many more stores. I just needed to inform you because I felt humiliated.

Thank you!

20

Aloha,
My samsung phone that I originally purchased didn't work, Assurian said it's damaged but it wasn't. It was something to do with the battery. Anyways, got sent a new one and paid $250 for a new one, than that phone did the same thing. Called AT&T and was on the phone with them for over an hour and a half due to not all my keys to get to the correct agent and just kept on doing circles with them. After an hour and a half later, trying to get another phone, I jumped in my car and while still no the phone with Assurian, walked into AT&T location, as we only have one and waited for someone to assist me. The music was playing so loud in there, I asked the worker if he could turn down the music and he said it's part of somekind of system and couldn't lower the volume, so I asked if he could turn it off due to I couldn't hear the agent I was speaking to. The worker said maybe you should go outside and wait for our manager to come, he's on his way. . I was like what! I literally got upset and walked outside and waited for the manager. As he drove onto the property and slowly was walking in. I said are you the manager, he said yes! And I started telling him my problem. Yes! At this point it's a problem. He than didn't even listen to my concern as he cut me off as I was speaking and said this. Tell me this, what do you think would be the best place for you to take that call, inside or outside here. I was like what! You're kidding me! He then said, Please leave this property, as I will call the cops on you. Never ever have I've been treated this way from anybody. Yet, I had my 8 year old son to watch this go down. I want someone to call me and I need to voice my concern.

20

Dear AT&T,

My Internet account, ut AT&T, has been closed for a long time,,,I do NOT understand why now AT&T stole money from my bank account without my knowledge and without my having service from AT&T.

I called AT&T last week and asked them to return the money stolen by AT&T from my bank account, the person from AT&T promised me that in a maximum of 24 hours he would return the stolen money back to my account and also refund my charge bank overdraft charges that were created by AT&T who took money from my unauthorized account and did not know about me,,,

I did NOT receive money back into my account from AT&T, I will have to report the theft to the Police if by 12 noon today AT&T does not return the money it stole from my bank account.

In desperation, the AT&T victim wrote to you,
Scott Saturn

Account Activity
Type
Search
Amount
Date
Check #

All Transactions
Type description or check #
From

06/16/2023 OVERDRAFT FEE(S) $ 55.00 Fee
Uncategorized
$ 79.98
06/15/2023 AC-ATT -Payment904702001EPAYP Scott Saturn $ 65.62 ACH Debit
On Saturday, June 17, 2023 at 09:06:40 AM CDT, AT&T Account Management <update@emaildl.att-mail.com> wrote:

myAT&T
AT&T AutoPay update

Hi SCOTT,

A request for cancellation of the AT&T Uverse account ending in 5436 has been processed.

Future payments will no longer be made automatically. You will need to pay your bill using another method before the due date to avoid incurring any late charges. Please visit att.com/MyATT for available payment options.

If you would like to re-enroll in the AT&T AutoPay program, please visit att.com/autopay for easy step by step instructions.

Log in to make an online payment now.

For further assistance, please visit us at att.com/contactus.

Thanks for choosing us,
AT&T

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20

My phone bill is ridiculously high and is being disconnected monthly. I am a single mother of 4 paying household bills, college tuition, daycare tuition and AAU basketball fees for 2 children. I call every month to have my bill moved closer to my pay date and that still don't work. Then when I call to see if I can be assisted with what needs to be paid to restore I'm always told nothing can be done and the money has to be paid before they will reconnect me. I have expressed several times that I am a remote worker and need my phone to be on and active in order to work. This is the only phone company I know that is never willing to assist their customers.

20

I had internet DSL with AT&T for 15 years because it was the only option. In those 15 years the monthly bill varied from $64.00 to sometimes over $130.00. Anytime I called for billing questions or technical support the service was horrendous. I'd spent 30 limited verifying my information, and often was hung up on. Finally T-MOBILE offered service and it is just $50 a month at speeds up to 50 MBPS vs 6MBPS with AT&T. I called to cancel service with AT&T on 5/17/23. I paid a $64.08 on 5/18/23 and again $64.08 on 5/24/23. I also paid $63.95 on 6/2/23 thinking it was my last bill. On 6/17/23 I received a bill for $60.00 for charges through 5/17/23 through 5/17/23 - the same day I cancelled. Have spent 3+ hours on the phone multiple times and have been hung up on, told I would be called back and nothing. I will never do business with AT&T again. I called all the numbers on the bill and am told they can't help because I had DSL. Had no issue though taking over $1139 over a 12 month period for horrible service.

20

They have been overcharging for my service and keep telling me that they can not fix the bill. Then, I cancel my service which they never canceled while continuing to bill me $178 for mobile service that I never agreed to and $70 for internet that I never agreed to. I received a text saying the I upgraded my service which was a total and absolute lie. I was unable to contact anyone after that.

20

I've been 5 days now without a phone since I lost mine been to 4 stores and they don't do nothing but give me a run around about bull the thing is I'm eligible for a upgrade on one of my lines and can't even get it this is a bunch of bull about ready to say the with them and go elsewhere

20

This is the worse service on the market. You talk to a representive, who has one thing on their mind is to sell you something. I've been on the phone monthly complaining about my service and phone bill . Now you have signed me up for service i didn't ask for and charging me more. I complained and Sam said she can't restore my service, it's no longer available. Then she comes back that she can only it will cost more now. I give you no stars

20

I traded in my iPhone 11 and got notification from att that I got the full 800 trade in. Now att is telling me I get no trade and they can’t find my phone. I have a confirmation email and print out. What a joke. Don’t risk it

20

MOVED FROM TMOBILE. CALLED AN ATT REP APRIL 2023, PORTED MY NUMBER AND ORDERED A NEW IPHONE 14 PRO WITH THE UNDERSTANDING I COULD TRADE MY IPHONE 13 FOR $1000 BILL CREDIT. I WORK OVERSEAS AND AND RETURNED HOME AFTER 60DAYS TO FIND I HAD NOT RECEIVED THE TRADE IN KIT. I CALLED AND WAS TOLD THE REP DID NOT INCLUDE THIS WHEN I SET UP THE ACCOUNT AND SINCE I WAITED LONGER THAN 30 DAYS TO COMPLAIN THERE WAS NOTHING THEY WOULD DO. SO BECAUSE THE REP DID NOT DO HER JOB I AM BEING PENALIZED $1000 ... NO CREDIT !
ATT CUSTOMER SERVICE IS HORRENDOUS!!!

20

For 8 business days I have been trying to get new service for a commercial property. The following reps have not helped get that done. Ian Hinojosa and Paola Carvajal. Paola tried to help a little bit not did not follow thru. Ian was useless, n o response from him. Despite the emails and several phone calls to their office/cell numbers listed in their emails, they did not take care of me. I cold called the 1-800 number 2 days ago and the At&t rep Maria Preuss took care of getting things set up and was awesome.
Please see emails attach showing the lack of correspondence from Ian and Paola. (and Harold and Peter)

20

Only way to get in touch with consumer service by phone. Finally get to talk to human and told repairman will be out today. No show, called again and was told it was an outage. Left hand doesn’t know what the right hand is doing! 2nd lady had no interest in helping. Just regurgitate the company line. Sad

20

They Loop you around so that you give up. SUGGESTION TO ATT CUSTOMERS BEING RIPPED OFF; TAKE THEM TO SMALL CLAIMS COURT

20

I purchased (bought outright) an IPhone 12 mini from a local Official AT&T store.
It is now 14 months later. I call 611 and first I was told my AT&T iPhone 12 mini can not be unlocked because I have an installment plan, I asked to speak to a Supervisor. After I explain to her I purchased the iPhone 12 mini and had it activated in-store with a new phone number and an AT&T prepay service she than tell ms to “go find the person I stole the iPhone from and tell them to off their AT&T bill” yes you read that correctly an AT&T 611 Supervisor told me to go find the person I stole my iPhone from and tell me to pay their bill.
- I don’t have an installment plan and with that being said to me she was basically tell I’m a thief, I feel as tho I’m a victim to at AT&T because all I did wrong was walk into the wrong service provider and now I’m being robbed being being FORCED to have AT&T prepay by AT&T.
I asked this 611 Supervisor (already knowing the answer) if it’s possible to have an AT&T prepay iPhone with an installment plan I was told “NO! that is not possible.”
About two hours after the first very rude 611 Supervisor called me a thief another called me Supervisor Luv (I asked her name and that’s all she would tell me) she called, I answered and I was apologized to for the way I was spoken to, treated and ensured my iPhone 12 mini would be unlocked within 24-48 hours. It is now little over 1 week later and my iPhone I still LOCKED.

!!!AT&T IS A PREPAY IS A SCAM!!

I looked online and it seems MANY MANY PEOPLE have experienced the SAME EXACT THING I AM!!! Being told the prepay iPhone they purchased is stolen and was not bought in one of their stores.

What do I do from here? I DO NOT WISH to have AT&T as my prepay service provider. Why should I have to shovel out more 100’s for another bought iPhone. AT&T has ROBBED ME & has made ME their VICTIM.

- I also have uploaded the screen shots of AT&T calling ME and apologizing.

20

Enclosure in disrepair.
Address: 7909 Dale Ave. Richmond Heights, MO 63117

20

Over a year ago, AT&T started laying Fiber in my neighborhood. The workers opened the utility box in the easement behind my house, but never closed it back up. It is now severely damaged, often under water and weeds are growing into the wires. I have talked to several people the last several weeks, including a supervisor, about getting it fixed, and no one will help. I keep being told to call another office and that office sends me somewhere else, and then somewhere else. I mentioned removing the box myself to the supervisor, because I couldn't get any help, and I was hung up on. Is that my only option? To cut the wires myself? I am seriously rethinking my use of any AT&T product considering the lousy customer service. I just want AT&T to fix what they broke before someone gets hurt. I would give a negative rating of my experience if that was possible.

20

Every time I go there they don’t have screen protectors for my granddaughter tablet we brought from that store,next they don’t have paper to print out my receipt all out of paper never can go in and check out without some kind of problem.And they act like it’s no big deal that you come to the store to pay your bill and would love to just for once not have nothing go wrong but they don’t care because they not the one who got up and wasted their time to go to the store and then get their and can’t be accommodated with out always having problem with something every time you go to at&t.If I wanted my receipt sent to my gmail I would have went on line and did it from home but I wanted my receipt printed out like I was promised it was going to be done when I did my application to get my phone..This company needs workers that can actually help the customers and try to sway them to do something that they want them to do so they can be happy and not the customer. I will not be dealing with these customer services people’s anymore.Can’t wait to finish paying for this phone so I can switch over to another company.

20

I was told by Kevin loyalty dept., " you don't know your bill ma'am and you probably have all your friends on your acct, look at all the numbers you have and you can't tell me that there isn't anyone on that bill that can help you pay your bill.

Also, I was denied the ability to schedule an extension.

20

ATT Home Tech service through Asurion has been dishonest. I have called up to five times to resolve a refund that Asurion created. I returned a DVD as per instructions and I was told I would be given $80.00 for the DVD. THIS WAS THE BEGINNING OF May. Every time I call I have been told that the issue has been resolved and I would get an email. I haven't received the email. I would like this resolved so that I can cancel this program.

20

I'm getting charged $75 a month for a trade-in because my in-home expert never submitted a quote for AT&T to send me shipping information to return my phones. I talked to 2 people last week for about 4 hours. They talked to their managers and the trade-in department. They said that they could not do anything for me until my sales rep provided the quote number. I did a chat for 2 hours last Friday and was unable to get anywhere.

I called the in-home expert who set this all up twice and texted him 4 times this week and he will not respond.

Last week I was told that the phones had to be returned within 30 days. I was never told that before and I was never given the information in order to return the phones. I was told to contact the sales person but he will not respond.

I was unable to comply with the 30 day return because I was never given the information to return the phones and was never told about the return policy.
I don’t know where to turn from here. Online research says that my next steps are Better Business Bureau, FCC and Attorney General.

20

I signed up with AT&T in Target on March 10, 2023. The promotion was a switch offer for $250 bill credit to get a brand new iPhone 14. There was no money paid for the phone but I did pay for a few months of the Protection Plan, around $40.00. The AT&T rep's name was Lailee. Lailee put her name and number in my phone that was to be used 'at any time". Everything seemed to fine as the delivery date for the new phone was supposed to be around 3 days later. On March 14, I received an email stating that the shipping had been delayed to a later date. I waited 5 days, still no phone. So I decided to text the number given by Lailee, before calling customer service. No response. On the website, I tried to find the order status by searching the order number - no order found. Next day, I texted the so-called help number. Again, no response. On March 15, I get an email stating that the order had been cancelled due to " a problem on their end". I chatted with customer service, who said the order was cancelled because I ordered a yellow iPhone and yellow was out of stock. Apparently, I should have been told that yellow was out of stock. I told them if the cancellation was because of something so simple, why couldn't have Lailee or someone from AT&T responded to my texts. I called customer service and finally spoke with someone in person, and not a chat, I asked when my money would be returned. I got a whole bunch of BS saying that there was this whole process of cancelling the order in the system that would take a few days. Which is funny because the 2nd email from AT&T said that the order had already been cancelled. It took over a week for my money to be returned! Why would it take a whole week for $40.00 to be returned?? In closing, AT&T has AWFUL communication with customers, just bad customer service all around. I would never recommend this company to any one and from reading the experiences of many others on this site, I would not be alone in that.

20

Ive been on hold over 2 hours, hung up on and transferred 3 times. Ive asked to speak with management after being transferred to the buisness technical support department and places on hold without any communication. Representative was snoring. Talking to other employees and could not even answer a simple question as to where we were at in the trouble shooting. I am still on hold no management had got with me. This is ridicules

20

I TOOK MY PHONE TO GET FIXED AT PHIXSMART-CLEARWATER ON 2811 GULF TO BAY BLVD CLEARWATER FL 33759.
THEY DIDNT FIEX IT......THEY GAVE MY PHONE BACK BUT IN WORSE CONDITION....THEY DIDNT OFFERED IT TO GET IT RIGHT ...PLEASE HELP ME ...I PAID THEM $145...... I AM SEEN A LAWYER IF YOU GUYS CANNOT HELP........

20

Such a worst service.I have been their customer for 15 years but seriously i am planning to change now .I called in for a data issue to the customer care as i am in a family plan of 6 lines and they offered me a extra line with discount.I wanted to move my daughter from Tmobile to ATT and took the new plan as well and bought an Iphone 13 .In my first phone call i was with the customer service agent for 2 hours ported number from tmobile and paid the service fee.Instead of giving my address (boston) they sent the phone to my brother(phoenix).I called them aagain and with 2 hours of back and fourth the agent said she cant cancel the first order and assured me that they will send me a return label to my brother's place and ordered a second phone again.First phone didnt get the return label and i had to call for 3 times and the second phone its been 1 month i again ported the number one month back and still says shipping status "Working on Orders" .April 29th i did this order and still no phone yet Order Number : 56-801000052770644.Shut Down the business .

20

I had $969.17 taken out of my bank account due to you not recieving a phone back and my trade in.
I called and called I chatted on line, I was told I should have taken a picture of the return label. I didn't even think about taking a picture of it due to due to a daughter diagnosed with stage 4 cancer and a husband who have cirrhosis of the liver. The last thing I was thinking is take a picture of the label.
Both the replacement phone and my trade on phone where in the same box "yes you can put them together" I was pretty much accused of keeping both phones. I am 58 years old the last thing I want are 3 phones.
That being said I stopped my phone with AT&T, stopped any monies coming out of my account. Now I have 2 new phones that are about 3 months old and are unusable. So what do I do with these phones seeing as though they are not that old I would expect some reimbursement when I turn the phones in. Since I no longer trust you company I will not bring them to a store and not get a refund, and do not want to hear we need to look at them then we will send you the money value of the phones.
I want to thank you for the $969.17 taken out of my account along with the over draft charges I was charged.
Thanks for nothing

20

I have been without landline phone service since a week ago last Saturday. I have not had service for at least 10 days! I have a disabled child with epilepsy at home who is bedridden AND I CAN'T GET A HOLD OF HER TO TAKE HER MEDICATIONS because of no line. I HAVE CALLED REPEATEDLY AND KEEP GETTING TOLD THE LINE WOULD BE FIXED AND THEY GIVE ME DATES BUT NOTHING IS DONEin Royal Oak, Michigan. I understand that 13 people in my apartment complex/neighborhood are without phone service.

Enough is enough. I understand it is a sliced or broken cable problem. FIX IT NOW OR BE SUED IF SOMETHING TERRIBLE HAPPENS TO MY KID BECAUSE SHE HAD A SEIZURE. WE DID NOT EXPECT OUR PHONE TO BE OUT THIS LONG!

20

My ATT Universe bill has become so terribly expensive, it's hard for me to keep up with it. My monthly bill for my home phone, cable TV and internet is now $122.24 each month. I call ATT and speak to an agent each month and ask for some assistance with this bil. Some months, the agent is able to reduce by only $10 and some months the agent is able to reduce my bill by more, which help out a lot. I don't know what else I can do. I used to quality for promotional offers, which extended a year, but I may be out of promotions. I can't remain with ATT if this bill is going to e $222.00 per month. This is outrageous !!!! This Sunday, May 21, have started a case with ATT which is. M75679365. I don't know what will be the outcome of this case. I don't know what else to do !!!

20

My mother's phone line has be out for sometime. Her number is 361 575-0105 and her name is Evelyn Kalischko. I am a schizophrenic man that is her son. My sisiter lives with my mother and she is schizophrenic too. I think At&t is taking advantage of her service and she has two children with mental conditions.

20

I did an upgrade to one line. It would not let me do it myself online so I had to call ATT directly. I traded in a fully paid off Iphone 11 Pro Max for a new Iphone 14 Pro Max. I received the phone no problem. I didn't receive a trade in kit. I had to call back on 02/27 to get a return label. I sent the old phone back on 02/28. In March, I didn't receive the trade in credits. Called ATT and they said they did receive the phone but they were still looking at it to call back. Just got the cell phone bill and it is still wrong. Been on the phone with ATT and they said the reason the promotional credit was not applied because the genius that took my order did not create a trade in order and because it is past 30 days, they cannot adjust it. So now because of a negligent employee at ATT, I will be losing hundreds of dollars and they are unwilling to fix it. It is almost like theft.

20

Added two iphones to my AT&T and had to pay the taxes. This was on 5/13/2023. I was called today because the girl was 10 dollars short and if I do not come in today before 6 pm she will have to call the police. First this is not my mistake and second it is Mother's Day and I have never in my life heard of anything so ridiculous. I will not deal with this company any more and I will tell anyone that will listen what a horrible policy and company this is.

20

To Whom It May Concern:

On 5/10/2023 I visited the AT&T Store Bloomington Whitehall Crossing. My objective was to upgrade the I-phone on my account. I was immediately greeted by a Customer Service representative who appeared to be very accommodating. He correctly requested my identification to prevent fraud protection, however, I had forgotten my identification at home. He politely apologized but I understood. Being a victim of fraud, I was pleased that he held firm to the policy. I returned to the store 30 minutes later with ID.

I had informed him that I wanted to upgrade on my account, and I wanted to learn of all options that would maintain my bill at the same price. I had informed him that two of the 3 lines on the account were for iphone 8 and one for an iphone 11. I did not necessarily need to upgrade to an iphone 14. He briefly looked at the 2 of the 3 phones that I brought with me and discussed upgrading options with the I-phone 14. I informed him that I spoke with a customer service representative over the phone that mentioned the Loyalty Department discount and the trade in value for my phones. This is where our conversation soured.

-The representative denied having knowledge of the Loyalty Department
-Quoted me a different trade in value for my I-phone 11 Pro Max than the Loyalty Department
-He failed to inform me of discounts that I may qualify for considering my spouse and I work for local government and public education.
-He accessed my account but made no effort to review my account.

I ended the conversation with him by explaining that I was dissatisfied with the customer service that I was receiving. It was clear that he was insistent upon providing me with one option to upgrade the phones to the iphone 14.

I will never return to the store, and I will tell others not to visit the store.

20

I Call AT&T to see what I could do

about almost $4000 cell phone bill I have four phone devices one watch trying to see about me continue to use the same phone and going back on my payment arrangement to pay off devices . They kept Given me the runaround they said they wouldn’t be able to help me the only person that can help me is Collections I asked them to Go ahead and transfer me to collections they had me on hold for 40 minutes someone else picked up the phone It still wasn’t collection-if it was not collections I have been talking to them for about 20 minutes before I discovered they still wasn’t collection so I asked that person the second person can they transfer me to collections They put me back on hold and some woman got on the phone yelling talking about my Internet bill so I was wondering how did I get on the line to talk about my Internet bill when I’m trying to reach collections she hung up and I called back again Still didn’t get to collections I don’t get it if you calling discussing something Out of their lead I thought they automatically suppose to transfer it now is a hour and a half later and I still haven’t Talked to collections I don’t even feel like getting back on the phone all night again.

100

Ok I order. A iPhone 14 pro max for my grandson in March .some how it was put on lost and stolen list. This is is 1st week we got it.Now these was March 2 it was delivered. I have been in contact with them at least 6 times I ask for a new phone but was told your past of getting refund . I said that’s you guys fault I been calling you for 2 months All I one is to exchange phones. I have exhausted myself from hearing oh it should work now. Well I’m here to tell it doesn’t. Either give me a refund on r new phone. The phone I’m having trouble with number 817 583 9107. I can’t believe company big as you people can’t send damm new phone out crazy

20

Ive been with Att for a long time, just so you know. I went in to the Riverdale Utah AT&T store last weekend to either buy a new phone or get a case they could have cared less whether I was there or not...the same thing happened today in the Layton Utah store I went in to check on a new phone or get a case and they acted like they could care whether I was even there or not, I was working around Mountain Bell, doing installations back when it was Mountain Bell, and the attitude back then was a whole lot better than it is now. I'm thinking about switching carriers

20

I was told when I got a samsung galaxy watch my bill would only go up to 274 dollars I receive a text saying next month's bill will be 526 dollars and every bill after is 435 dollars a month 2nd time I have had a problem with at&t store and at&t company not on same page basically lied to.

20

terrible customer service. fees very expensive. service extremely poor

20

We are not getting all of our TV channels and particularly the ones we watch. We called on Sunday and told that there is an outage and they are working on it. We called again today and told they are still working on it. Extremely frustrating to even get into AT&T. We were given no timeline as to when it would be fixed.

20

Hi I'm here in San Antonio and I went to fiesta and there was a guy Friday doing AT&t out there on Travis Park I asked her about the cable and everything and he set me up but then he didn't take no money he said I'll get back with you because the internet is so slow and I need to fix it and today is Tuesday and I'm still waiting I'm not going to hear from him every time I get around AT&t they're giving me the runaround out of the stores too can somebody call me

20

placed an order for 3 new iphones (2iphone 14 plus and 1iphone13) and pay sales tax of $170.62 which we were charged twice for on Thursday 4/20/23. The phones were supposed to be delivered on 4/21/23. We got only one phone iphone 13 on 4/21/23. We called reported that both of the Iphone 14 plus phones were not in the package. We were told by at&t rep. that we had to file a lost and stolen and transit. That our money would be refunded in 7-10 business day for $125.00. That because of the cost of the phones a replacement could not be sent and the we had to start process completely over. Because it was so late on 4/21/23 the verification department was closed and we needed to call back to complete a new order. on 4/22/23 called back spoke with Janessa made sure that the claim was filed and started a new order. That process went from 8: 30-12:30pm due to verification issues. Finally got the order completed paid another $125. Then around 7pm on 4/22/23 got a order cancellation notice due to the system not being able to verify my husband identity. Called spoke to a rude rep. nothing got done. Called back to just cancel EVERYTHING on 4/23/23 was told that the lost or stolen in trasit claim was NEVER submitted. That basically we had to file another claim and have to look into refunding our money for the first order. FEDEX CLAIMS THAT ALL ITEMS WERE RECEIVED, BUT IN THE ORDER DETAILS ONLY ONE ITEM WAS PUT ING THE BOX. THIS IS FRUAD. THESE PEOPLE HAVE LIED TO US. THEN TRYING TO MAKE IT LIKE WE ACTUALLY GOT THE PHONES. NO ONE IS HELPING US. WE HAVE BEEN LIED TO REPEATEDLY.

20

They are constantly making mistakes on my wireless and sent me to collections for Directv wireless equipment that I returned and submitted my receipt. Thought everything was cleared so got rid of the receipt and a year later i was in collections again for the same thing and no longer have the receipt. I spent 2 hrs on the phone getting transferred from person to person an eventually hung up on and back to the same cycle. I had to speak to collections and everywhere i was with a collection agent, they would tell me they needed the receipt otherwise they couldn't help. I asked them to look for the equipment, they have the equipment ID #s and said they could not.

For my wireless, we did the smartphone trade in promo and then after 4 months said we didn't qualify, but couldn't figure out why. They put case after case but no resolution.

20

Not too long ago I once again had trouble accessing my att email account. I could not resolve the issue myself, so I went to a local computer repair store and paid for assistance. We reset my account together and reset my password. All was well for a while. Firstly, I don't believe an email service should ever be complicated enough to require professional tech help. It took an hour to get through the process.

Secondly, I am now unable to access my account again. The user id and password I set up with the Computer Tech did not work. When I called consumer services, I was informed there was no backup email to work with and no phone number on file, both of which were set when I worked with the Computer Tech. I am greatly confused by this.

Thirdly, I am now in a totally asinine business process where I have to wait 48 to 72 hours to get a phone call. I was called after 48 hours, but was unable to take the call at the time. I returned the call four times during work hours and left a message each time requesting notification of a time I could expect a call. No response or return call has occurred. As you are well aware, people are busy and may not be immediately available to answer a phone call.

I called customer service again, and I was told if I do not speak to a technician within the 78 hour timeframe, I would have to submit another form and start the process again. This is insanity. ATT will have withheld my personal information and disrupted my business operations for over a week. I am flabbergasted at the ineffectiveness of your system and the dismal attempt to provide customer service.

I hope ATT makes an effort to change this archaic, ridiculous process. You will lose customers.
&T still handing out bogus email address to file a complaint. I was provided an email address from a customer representative today (4/19/23) that bounced and has bounced for the last two years. Content of my original complaint:

20

Very tried of my internet and home phone service, this has been a ongoing problem. I am tried of calling and waiting for tech to come out. I have been doing home class's, and my internet and home phone. Can you all JUST FIX IT or DO I HAVE TO MOVE TO ANOTHER COMPANY !!!
Very Upset !!!

20

Att&t sent me a bill for an acount I never opened that is 15 years old. They told me it was open in 2009 and closed in 2011. Then reopen in 2023 .why are they trying to bill me for this and I haven't had a phone with at&t since 2003. They just keep giving me the run around. Nobody can help me. I've talked to five people and no resilution.

20

Your customer service is Absolutely Terrible. They’re very unprofessional. Anyone I speak to. I sent back a phone I got for my daughter cuz she broke hers. When I got the phone I didn’t need it anymore so I sent the phone back ( never used it ). My service keeps getting shut off cuz they won’t credit me for the phone which was received on March 3,2023. Everytime I call all they want is payment. When I explain the situation they instantly get nasty and don’t want to help me with this credit until payment is made. When I asked to speak with a supervisor they say they’ll transfer me but they hang up on me Everytime. I don’t know what kind of business you’re running here. I’ve been with you 12 plus years and ready to go else where. If this is not resolved Now !! I’m also reporting you to the BBB ( better business bureau). I’m not paying for the 5 times my phones have been shut off. !!!!! So fed up with this. It’s a credit of $168.00.

20

A whole joke. They only work with you under their terms. No sympathy or understanding at all. And I’ve been with them for years!!!!

20

Hello, I decided, after 20 plus years with Sprint/T-Mobile to try AT&T, given a new location opened up from my home. I was able to swap out my phone for the new S22Ultra in July 2022. I am a faithful customer and believe in great customer service. Easter Sunday, my phone would not make calls, receive calls, sent/receive text messages, however, I was able to use social medial and log into my bank accounts.
1. I called customer service, was told my sim card was bad and I would need wireless network to connect and have an esim card issued. I was outside of my home and was scheduled for two appointments, two different locations and both locations were close. 2. I called back once home, on EASTER SUNDAY and spoke with Pamela, was her name. After about 1 hour or more on the phone, I was told, their was fraud on my account and a manager was not available to override this "fraud". I should expect a call back on Monday or I could go in to the nearest AT&T store. 3. I went to the store near my home, the sim card was replaced, I made a call. I arrived home and my phone would not make a call or sent a text. Back to the store, to call customer service because I have not working phone at home except my cell phone. We call customer service and they try and trouble shoot and advised me I need to be HOME to receive a call and trouble shoot. Well, no other phones at home. I locate a phone and the representative, Jade, does not call me back after texting with her on another phone. 4. Meanwhile, Monday, afternoon, Pamela, the rep I spoke with on EASTER SUNDAY, advises me there is a "Network outage" in my area and it will be fixed in 5-7 days. She will issue me a credit for 7 days and would call me to see in ONE WEEKS TIME if I can use my phone. Wow!
5. Back to the store I go, I speak with someone from the AT&T stores phone, they confirm THERE IS NOT NETWORK OUTAGE in my area. My son is now home, he has att and his phone works perfectly fine. 6. I forgot, I requested to speak with a manager at some point, Monday evening, Allan is his name. He advised me, he will send me a replace phone, I go to Att.com/claims, confirm the claim and I should have a phone in 1-2 days, sending priority and an email with tracking number. Meanwhile, he tells me to visit UBREAK for a diagnostic and see if they can help repair the phone. 7. My phone has several errors per the diagnostic, I have the report, I cannot upload it from my gallery because my phone does not work. 8. It is now Wednesday, I have no tracking number and no phone. 9. Back to the store, they advise us to call customer service again, once my info was provided, the rep hangs up on me. 10. Back home, to beg and borrow for a home, I spend 2.5 hours on the phone yesterday, ONLY TO CONFIRM there is no claim for my phone with Asurion. I explain this above debacle to the reps and finally, another claim is processed, I go and confirm the claim and after the call. The rep tells me, "oh, your phone is under Samsung warranty". You will not get a phone from us, let me transfer you to the warranty department. 11. I speak w/ Warranty, they submit the claim, I have a tracking number which DOES NOT WORK and CANNOT TRACK my package. 12. I has for higher support, I advise them of this debacle and advise them I am disgusted, embarrassed, annoyed, frustration and repulsed by the lack of true concern and care for a newer customer now with no cell phone service for 4 days. They cannot release me, I can pay the 900 and I can go elsewhere if that is my preference. Is that all sir? Is that all you can do for me Justin, ID FZQ9? Ok, thank you. Today, Day 5, no phone, no way to track a second phone which was allegedly shipped. 13. Back to the store I go to see if they can confirm a shipment, can I upgrade, do they have a loaner phone, what can they do? Michaela, the manager allowed me to use the phone and asked the reps to please assist me in order to retain me as a customer. Today, still not call from Jade, the rep, who does text my phone, which I can periodically receive, however, I cannot respond and do not have a way to call her give MY ONLY phone is the phone I believed would serve as my primary phone.
All of this to say, I am utterly, completely and whole heartedly sadden by the way ATT and the reps have handled this matter. I was lied too about a network outage, hung up on, bounced around, lied to again about a phone which was never sent, yet, today, Day 5, no phone .
I intend to honor my contract to pay for a phone that is no working and I will be leaving ATT to a provider which values my hard earn dollar and it's customers.

20

We go to Arizona every year and rent a home there. Over the past 17-18 years the owner supplied TV, Telephone and internet. She told us she would not supply the services this Nov 2022. She was still named as the person with DirTv. She phoned in Oct 2022 and said that all she wanted was Internet and phone. We contacted them and gave our credit card number for the two services.(Century Link)
We found out that the TV was installed by mistake (on DirTv side). We called numerous times and was told that they were told by Margaret Court to install the TV. Each time they said she did and the mistake was on our end. After a few more times I asked to speak to a supervisor and was then disconnected. We tried again and finally got one who said that we would have to cancel the account. But would still have to pay the amount $275.11 and $23.00 (for something else). I asked to speak to his supervisor. This man said he would have to check the recording to make sure it was not our fault. After a period of time (weeks) he said he was very sorry and yes the mistake was on their end and the TV should not have been charged to us. He said there would be a check in the mail. Never got a check! After numerous calls again to DirTV which some of the people helping us were very rude. We were being told our account was cancelled and they could find nothing. I again talked to a different supervisor and went through the same cramp as we had numerous times before. I finally asked for his supervisor and after a long call he said he would fix the problem and send us a check. I told him we would be leaving in 2 weeks and he said no problem the check we be there (14623 West Yosemite Dr. Sun City West) in 10 days. He also gave me a reference number if there was a problem
Ref# 1-254025044875R2. There was no check! I called and they told me there was no
Ref.# 1-254025044875R2 and that are account was closed I would have to contact AT&T. Online.
I went online and found out I needed an AT&T card. I DON'T HAVE AN AT&T CARD!!!! So I could not talk to anyone.
The carp you have put my wife and I through is atrocious. I have since looked up complaints for AT&T and see you are very aware of the problems at your end and either you are telling you crews to do this or, you are not willing to fix your problems. I would like to have this resolved asap! I am in Canada now.

Dennis Campbell
82 Highland Way Sherwood Park Alberta Canada T6L4W1
780-417-2119

Arizona address 14623 West Yosemite Dr. Sun City West Arizona 85375

20

I booked an appointment to have assistance to switch my iPhone 13 to iPhone 14. I showed up 10 mins early to the store and they said I needed to trade in my phone AT&T wouldn’t accept now bc I purchased my new phone though AT&T. Then they said they couldn’t transfer my phone bc of “unstable WiFi network” But don’t worry come back if any questions. I went home tried myself to get an error message an hour later saying my sim cannot be transferred and to call AT&T assistance. This is the most awful experience I have had with a phone company. Why does no one care anymore?

20

I had property damage when ATT went into my yard without notifying me. I put in a claim in March and was told I would get a credit reimbursement on my next statement. When that didn’t happen I was informed that none of the four different representatives I had spoken to had lied to me about turning in a claim for me.
I spent yesterday on the phone again being transferred and disconnected while being placed on hold but I finally got a risk management claim number and was told to call back today for an update.
I spent two hours on the phone today and they said I would be transferred to the risk management help desk for a status update but Wes once again disconnected while on hold.
ATT has the worst customer service I have ever experienced and I am believing the company wants me to get so frustrated that I will just give up on being reimbursed for my property damage.
I need someone to contact me about my issues. “

20

In November of 2022 I upgraded my iphone from a 12 to the 14. ATT sent me the shipping box. I went to USPS, followed all of ATT instructions, dropped off the box. I had a receipt at the time....but after 4 months of not hearing anything I threw it away. 4 months later ATT charged me $366.59 for not returning the iphone that I dropped off at the USPS. Again, 4 months later I did not have my receipt. The post office cannot look up the package by my name and ATT does not keep records of labels shipped to individuals, but they expect a customer to hold onto a receipt for 6 months. Shame on ATT, thank you for making it easy to start researching my next carrier as I do my phone, internet, and cable with you.

20

Have been without internet for 4 days and AT&Thave shown nourgency whatsoever in getting the problem fixed. I SM DISGUSTED

20

If there was a minus 5 AT&T is still earning that award as of this moment! We are a small Florist business that relies on our phones to deliver daily business from our customers. When they don't work our overhead continues with any income! We had a conversion done from Spectrum which gave us good service for years at a higher cost. AT&T wooded us with a lower cost and better-expanded service well that was just a lie.
They were working for a short time until we asked them to turn off Call forwarding now none of our 4 lines work.

20

False advertisement. Several managers provided misleading information regarding plan fee and once I’m locked in, plan increased and no longer the price being offered during the holiday season. When asked by different management/representative to explain the reason for increase, I am being told different reasons.

20

Awful service. Have repeatedly called about static on the line or no phone service at all. Call waiting time is usually over an hour. Website does not work. 93 years old and rely on my home phone and most of the time it does not work. Awful support and service.

20

If there was a zero, I would have picked it. You increased my Uverse by $12.00 in January. Now you did another $53.00 increase in March. That’s $64.00 in 2 months. I will be looking into canceling my service with you and switching Xfinity. This is absolutely ridiculous.

20

A tornado came through Griffin, GA in January 2023. There was much damage to power and communications lines. I have made calls for repairs to phone, but to date, there is still much noise in the phone lines. It is becoming irritating. I have been an AT&T customer for many years, If the problem is not resolved soon. I am seriously thinking about going to another company for my landline service.

20

Internet is constantly going down. Each time it does we have to use our mobile phones to call att and use data because no internet . We are paying for no service. Have had att come out and it works for a day then down. Down all morning again and no service until Monday, 3 days away. Our mobile account is separate from our U-verse acct. But we may go over our data because of no internet. Would like a credit for no service and no charge if we go over data limit.

20

I recently upgraded 2 phones eligible for your trade in program. I was informed by the specialist that I could drop my iphone 8's in at any store. I upgraded to the Iphone 14 and stopped in at the Mentor, Ohio store to drop them off. I was the only customer in the store and was told by both manager Tyler Kline and sales consultant Kevin Corrao they would not take possession of the phones due to liability issues. At no time did either of representatives move from their kiosk position to greet myself to explain any of the policies and were extremely rude with their lack of response. Both representatives continued to play game son their phones the entire time I was in the store. This is a lack of transparency on the part of ATT and potentially an engagement in a bait and switch program to have customers upgrade with the understanding they will receive a discount upon return of the original phones. It appears that ATT has an understanding with their store managers and sales representatives to refuse acceptance of trade in phones thus complicating the procedure with the goal of frustrating a customer to the point they do not turn the phones in and receive the appropriate discount. I have attempted to call and report this situation and spoke with 2 other representatives as well as now am awaiting a manager call back. I am distressed with the level of customer service ATT is providing in this instance and will seek all applicable measures and remedies. Tyler Kline email: tyler.kline@allianceatt.com and Kevin Carrao email: kevin.corrao@allianceatt.com. I await your timely response and remedy.

20

I bought a new iPhone 14 pro online when it was first released. it arrived to me late September and when it came in I had already bought one from Apple. I took it in its sealed shipping wrap unopened to AT&T store to return, which they declined to accept stating returns can only be done online. I chatted online with a rep and they opened a return case September 30th and provided me with a return label. I returned the device unopened and tracking shows it was delivered October 8th. I have been getting billed monthly for the device that was returned unopened. I chatted online with AT&T about this multiple times and they give me a different excuse everytime such as I was outside of the return window. if I was outside the return window, why did you accept the return? why was the device not returned back to me? why am I being charged monthly for something that is in your possession? been with AT&T for 13 years and this is horrible and. I will be moving on to a different carrier.

20

We went today A&t store 1054 Harter parkway we got bad experience the employee name Jose don’t know how to speak with customer he got too much attitude

20

The whole process of getting a cell phone from this company has been stressful. It literally took 6 days to get the service started. They cancelled my order 3 times. I’ve gone to multiple stores where the staff was unhelpful and extremely rude. No one has the ability to properly explain why anything is happening and one even mistakenly cancelled my order and told the rep on the other end it was because we no longer wanted the service. I asked him multiple times “why are you canceling, why did you do that “ he couldn’t explain to me what he did. Then he says we gotta start over. This was day 6 of going through this. Finally we are here to get the phone after we were told it was processed and ready to go doing a analyst check. This was by far the most aggravating experience imaginable. Let me mention the first store experience where the young man who was assisting couldn’t answer the most basic questions. He left multiple times 10 minutes at a time asking his manager questions. You’d think by the 3rd time he came back to her help she’d come out and help him. Then the 2nd store rep saw him struggling,but he chose to sit and watch a baseball game. The manager finally came out and sat at a table having a very loud private call. Not long after her boyfriend appears from the rear of the store with a little dog and through all of this I’m being told to leave the store because I had questions and could not understand why my order was cancelled by him without asking me first . Awful awful experience !!

20

Greetings. My name in Lillian Lewis (under the account name Melinda Lewis, who is my mother), and I am a SSG in the US Army. I have been on orders and stationed in Europe since 13MAR23. It is now 22MAR23. After various attempts to login to AT&T from the installation computers, and several times being told I had to wait 24 hours to try again, I finally got a hold of a representative who put in a request to unlock my phone. My phone is not yet paid off but I fit the requirements for the Service Member Civil Relief act, which Hanz, (the representative who put in the ticket) confirmed. I also requested that after my phone was unlocked I would like to put my number on hold to get it back in 9 months. This was on 17MAR23. I had previously sent an email to the military team email with a copy of my NATO Orders stating that I am in the Army and will be in Europe. I checked up on this email and attached the orders once again. I received an Email from the team saying I needed to attach my Orders (Which were already attached to the previous two emails). I replied with it attached again and chatted with a representative which ended in my speaking to a floor manager named Bhargav about how my unlock request was denied but my number was removed from the plan (meaning I could no longer make calls to AT&T, hence the chat). Bhargav took my issue and complaint as feedback and assured me he would email me with the new ticket stating that my issue would be handled, this was on 20MAR23, at 1742, ET. I chatted the next day at 1319 ET to a representative named Chloe who's exact response was, "I have checked with my resources and see that as you have chatted with the manager, your device will be unlocked by today evening. Please be assured about that." I confirmed that this was Central Time. Today, now 1114 ET 22MAR23, the exact opposite of what needed to be done has occurred. AT&T reinstated my number to the plan and denied my unlock request status. And to make matters worse there is no way for me to submit a new request as that one is still denied. It has been 9 days of no access to my Soldiers which is completely inaccessible and no representative has been helpful. None of them even seem to understand what the Service Member Civil Relief Act is. I cannot attach my orders to this complaint as a file but I have included a screenshot of them.

20

Poor customer service. I scheduled an installation appointment four times and the technician never showed up! I'm so frustrated. Never had any issues with ATT before. I'm a long time customer. More than 10 years. This is absolutely ridiculous!

20

AT&T at Costco gave us a written quote to move from T-Mobile at price 'x' a month and when real monthly bill comes, neither the monthly recurring charge, nor promos to move from T-Mobile to AT&T match the promised written quote. As a consumer, I have made at least 10 calls to AT&T, have visited Costco booth 3 times and none of them are able to standby what was promised - they all keep apologizing and agree that it was a mistake and yet no solution. I feel this is a clear theft and scam to attract customers to move from other telecom company and worst thing is we cannot complain to any legal entity. We as customers are suffering with service provider monopoly and they are doing these scams without any fear of law. They are simply thieves who should be behind bars like any other criminal.

20

I was told $800 credit towards new purchase iPhone 14 then when I returned to get credit for my old iPhone they said the girl was new and was wrong because small crack in screen. I clarified at purchase that my phone had been cracked and the lady said that wasn’t bad. Now I’m only getting credit of $350 and they do not want to honor what I was told even though I had witnesses. We purchased two phones yesterday and were still told no.

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