AT&T Complaints Continued... (Page 2)

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.

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

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. “

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

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.

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.

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.

My ATT&T Yahoo Email has frozen almost every night and now at all hours during the day. I am losing business because of this and am extremely unhappy about your supposed follow throughs.. You make it impossible to talk to something other than a damn machine that has no clue. Please get your act together and fix this. I am NOT the only one with this problem.

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.

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

ATT Account Number: 250188932

TO: ATT Executives / Headquarters

RE: ATT Internet Issue

I am writing you because I exhausted all my options for dealing with ATT technical support.
On Tuesday, March 21, 2023, at about 6:30 pm, my vacation home internet went offline. Vital security equipment that helps us monitor the home while we are not there was disconnected. I called technical support, and I was told they could not contact the modem and required someone on-site for a manual reset. On Wednesday, March 22, 2023, my wife left her work, drove 1 hour to our vacation home, and tried a manual reset with ATT technical support on the line. The agent determined the issue was outside and scheduled a technician for Thursday, March 23, 2023, between 8 am to 12 noon. I requested a day off from my job and drove two hours through traffic, arriving at the home around 0730 am. I waited and waited for the technician to show up. At 10 am, I called technical support, and they told me the technician is in on his way and would arrive in about 30 minutes. At 1130 I called again because I was waiting for someone to show up. Finally, at 12 pm, a technician called me and told me he was on his way. At 1215 a technician with a marked ATT van stopped in front of my home. I explained to the technician the issue, and he told me he was an "Inside Technician," not an outside one, and he did not know why they sent him. He also stated that he knows that ATT's internet is "not good around here" and suggested another company. I asked him to contact a supervisor and have another technician who is able to work outside come and fix the problem. I walked inside the home, and by the time I came back out, his van was gone. I called him at the number he called me from, but I received no answer. I sent him a text message about the supervisor contact, and I received a message from him about 30 minutes later telling me he opened a ticket and that another technician, which is qualified to work outside, would show up in a few hours. At approximately 2:30 pm, another technician showed up. I explained to the technician the issue. He looked at me, and in disbelief, he stated, "well, I'm an inside technician; also, I don't know why they sent me." I asked him to contact his supervisor while on site and request an outside technician, but he stated that he did not have that option and would open a ticket. By now, I had been waiting at the home since 730am, and because the internet is so important to my home security, I decided to wait and not even leave to buy a bottle of water, so I do not lose the appointment. Since there was no help from the second technician, I called technical support again. I spoke with several people who continued to tell me, "Nothing to worry about," and that they will fix it by 5 pm. The experience of calling customer service is exhausting; sometimes, I wasn't sure if I was having a conversation with another real human or a robot. At 6 pm, I called technical support again, and I was told another technician was on his way, but nobody showed up. I called again at 7 pm, 730 pm, and 745 pm, but I need help getting an answer other than not to worry about. Hours and hours on the phone without any resolution. At 8 30pm, I spoke again with a supervisor from technical support who told me the technician would not be able to show up today, and he did not have an estimate. Please check all the events from Tuesday, March 21, until today and find a solution for my issue. I understand that, as the first "inside technician" suggested to change the provider is the best option, my time is limited. Please advise of a possible fix to my internet issue.

Sincerely,

John

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.

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.

Someone fraudulently added a 3rd line to our account. It was not authorized. We paid by direct debit and it was paid 3 months before we discovered it. I have spent hours on the phone explaining it to many different levels of employees. We have driven a total of 160 miles to corporate offices that did no good. We are owed 256.00 and they are not cooperating in returning our money. I got so upset when I drove 80 miles to change my pass code and again to verify my identity. Then they couldn't figure it out even after all that. My blood pressure is high and I'm looking to hire Beth Dutton. The corporation commission is my next step. Needless to say we are not with att anymore and will never be. We were with them close 30 yrs and that means Nothing to them.

I live in Portland OR and during the Christmas of 2022 i connected with a couple of sales agents from AT&T at Fred Meyers doing a special promotion for Christmas and i been a AT&T customer for a longtime now. So i decide to upgrade my Iphone11 to a iPhone 14 pro. Everything went well, and i purchase it and just waiting for it to be delivery. Well the delivery was late and then i was doing a trade-in but need to wait for a label from AT&T warehouse to sent it back to complete my deal. The agent put in his paperwork for a trade-in and the label they send to me was suppose to go in for a trade-in. But they lost my phone, and claim that its not there. Follow up with the post office and confirm it was send out Nov/03/2022 connected with a few different reps but no result. Then March/15/2023 i connect with a Ana Valo with AT&T and she was awesome on customer services and confirm that my phone was found and she gave me information to complete my trade-in just call this number 1-888-445-6005 to complete the process but when i call a reps was very rude and no customer service skills and hang up on me when i told her i want to talk to another rep because you sound like you having a bad day. Then i call back and another reps sent me to a different department and he state it that the phone is there but no paperwork or receipt that connect me with this phone or account. so now im on the phone again this is passing 10 hours trying to get my trade-in complete. this is the worse company customer services, now i know never to buy anymore phone here.

Purchased new phone and mailed back trade in. They can’t find my trade and it’s been four months and i don’t have a tracking no to prove i sent it back. i called them to mail me return label and i put it on box and mailed it back . They wait for 4 mo to tell me they don’t have it and can’t find it. This is terrible practice for at&t. Now they want me to pay 899.00
for this phone . i mailed back an 11 that had nothing wrong with it . i’m sorry i’ve ever done business with these people now for past 10 yrs.

Went in to company store as instructed by online customer service for verification of who I am. I get there answer some questions and get approved for service as the gentleman at store is getting everything set up I was approved for zero down but then they said I needed to answer questions again the salesman explained to them I did verification and was told I was approved and to proceed but after speaking to someone again they rejected me service the salesman asked how is that because he was already approved by them. She told him she doesnt know and not to proceed. How do you approve someone then someone else changes it

I discontinued service for AT&T Fiber Internet service effective in September 2023. Subsequently I received notification that a refund would be sent via "prepaid debit card..." This notice was dated Oct 10, 2022. It went on to say "If your refund is not received after 60 days from your final bill date, please visit resolves.att.com to submit a refund request. If you have any questions, please call AT&T at 800.288.2020."
I did both and was instructed to call another number 866-299-6824. I was told that the visa gift card was sent on November 7, 2022. It was never received.
On January 6, 2023, I filed a claim with "Carol in Chicago" for a replacement card. The case reference number is 2301060807.
On February 8, 2023, I spoke with Keshana (sp?) wh confirmed that a refund was sent to my current address.
On March 10, 2023, I called again and was transferred to people who could not find my account and were thus of no help.

What more do I need to do to get me $45.00 refund?

I AM A DISSABLE VETERAN

SOMEBODY TOOK MY IDENTITY AND USED IT ON ATT
I DONT KNOW HOW THEY GAVE ME THIS BILL
PLEASE HELP

I was in Costco in Inglewood, CA back in August of 2022 and was approached by an Intergrated Solutions Condsultant named Lepkin Davis who works for AT&T and was offering a wifi promotion for $60 for being a Costco member. I signed up and started my account starting the next month and it has been nothing but a DISASTER! Customer service and I have been lyed to every month on why I keep getting charched a 9.99 late fee along with my bill amount changing every month. It has never been $60 like I was promised. I was told by Mr. Davis that beause I am a Costco member, my bill will remain $60 for life! I have yet to see that! So, I gave Mr. Davis a call in February 2023, regarding the miscommunication with AT&T, and he told me he never met me and he has never been to Costco in Inglewood! Which is flat out lye! Now, my wifi ins't working at all! Every time I call to inquire about it not working, I get 1000 excuses as to why, but never resolves the problem! I hate I ever signed up with AT&T!

Just had a horrible experience with the AT&T agent him calling me a liar and talking over me constantly

We purchased an IPAD at your store in Lake Jackson Texas on 3/3. I went in today because it wouldn’t let me use the password. Both the salesman (Kahleab) and the store manager, Ashley said they can’t help and referred me to Best Buy or a private store. She said it will cost between $30 and $60 This is completely unacceptable! Plus a restocking fee. While I realize you are a giant corporation, ratings matter, and a flippant manager doesn’t help! My husband bought me a new phone and all the accessories in December, and I now regret it. We use you for our WI-FI also. All in all we’re up to over $300 per month. I’m currently at Best Buy to have it factory wiped. Poor service, poor attitude, horrible customer service. I look forward to your response and a refund of at least part of this poor investment. Jill Gallagher

Locked out of an email account due to hacking. Can not use phone or email to reset the password. AT&T will not reset the password over the phone. AT&T will only send a physical letter with the new password through USPS with no expedited shipping. During which time, if anyone tries to access the email account (the hacker) the new password being mailed will be void.

They can change the information on the account to change the number and email, but this process takes THIRTY days. The site for resetting the password says "CALL". Support says you can not have it work through calling, it only works through TEXTING.

Information is contradicting itself.

Also, it has been around 72 days, the information has not been updated.

We needed access to verify who had been contacted during the hacking situation so we could properly warn them.

Can't warn anyone after around two and a half months of no help.

I’ve been with att for most of my wireless life. Been paying over $100 a month for a single line. For the past two years I started to have issues with data/streaming as well as calls com8ng through. Called them a million times. Not once was anything done. Not once was I offered a credit for all the times my phone would not work. Finally, I get a hold of Brett. Who tells me, to go to another service. Have done everything I could to stay with ATT. But when your employees tell me to go somewhere else. I think that’s crazy.

No loyalty what’s so ever. Disgusting.

Lana

Absolutely terrible service regarding fraudulent purchases made against my account at the beginning of December, zero communication from fraud department despite around 8 hours of text and phone communication. ATT has some great service reps but continue to send me to the fraud department that you cannot speak with or get resolution. My bill still continues to be incorrect!

All our services went down on January 27 to 30. Tec person came out and told us squirrels got into equipment. All up and running on Tuesday. Then on Saturday February 4, at 1130am. Same thing happened. The bots who run interference keep saying things will be up and running in 24 hours. REALLY? We are going on 3 days and no one can tell me exactly what is wrong and time frame of when it will be fixed. As of this writing still no resolution. This company is terrible

i have been working with escalations since mid December after 6 months of trying to get my account properly adjusted when a third party AT&T representative not only lied to me later ignored my message that i was not interested in the service.resulting in over charging and now being told one phone is not even returnable but i am still awaiting a response and credit of phones that were supposed to be free yet i have been paying for them since JULY    in the past seven months i have made several calls to the billing department who told me they couldn't do anything i had to go back to the BJ's wholesale and find the sales rep and have him correct the issue.  The Bjs is 45 minutes from my home but after 3 trips and failed attempts I was finally able to obtain this employee's supervisor.  I have been working with her since ealy December and she connected me with escalations who finally again after MANY phone calls approved the phones to be returned... The phones were returned to at&t on January 6th and sat at the doc until i had to call in on January 18th to get them processed.  I was told it would take 1-3 business days to get an answer.  It's now January 31st, 9 business days later and still NO answer.   When I call the supervisor working on my case it says he is not in the office today and apparently no one else can work on this case.  When I email the salesperson's supervisor for an update, she nevepods but I get a call from escalations informing me there is no update.   I have been grossly overcharged at this point for a service your salesperson was told i was not interested in     i will not again he did not respond when i told him i was not interested   But months later when i was told i had to go back to him to get this resolved, he certainly responded when i told him i wanted to update my service.   Who do I get in contact with to get a response, have my additional phone that I was told could not be returned returned, and a FULL refund of charges, taxes

On January 27, 2023, at approximately 11:30AM, I entered the ATT Corporate Store located at 4405 SW College Rd, Ocala, Fl. My reason for going to the store was to change my postpaid service to prepaid. I had already talked to ATT folks on the phone and was advised I couldn’t do it online or by phone that it could only be done in a corporate store.

After entering the store a man who identified himself as the manager approached me and asked if he could help me. I advised him I was an ATT postpaid customer and that I wanted to switch over to a prepaid service plan due to I felt it would better accommodate my needs. He advised that yes they were a corporate store but they didn’t do that. I said to him that I was advised by an ATT agent on the phone that a corporate store could do it. He then seemed to become angry and stated, “ I don’t care what they told you, we don’t do it and I’m not doing it.” Other customers were in the store and I immediately felt belittled, I then turned and left the store.

Upon leaving, I called 611 and spoke to an ATT agent and advised that I had done as instructed but was refused service and by whom and where. The ATT agent didn’t want to hear it basically and offered to find me another location. I advised him I couldn’t drive all over the place and was sitting directly in front of their corporate store on SW College Dr, why couldn’t he just call there and fix this situation. The agent couldn’t give me an answer and I was so frustrated after being upset in the store, that I ended the call.

I’m not sure why this Manager at the Corporate store refused to assist me or had an attitude about my request. I feel his behavior was unprofessional and I wasn’t able to complete my change of service.

I have always felt ATT had good customer service. However, now that I’ve been treated as if I don’t matter and refused service, I’m concerned about even going into an ATT store and requesting anything. Who do I speak to if a Corporate Store, a Manager at that, won’t help me?

Sincerely,
James Rice

I been a customer for about 20 years are more. I changed to different provider . I ask to get a samsung phone unlock that a bought from AT&T store they said they couldn't lock it. I'm very disappointed with AT&T

On Sunday January 15th 2023, I called the AT&T store in Litchfield, IL to make a purchase of an Iphone 14 Pro Max 1024GB phone. The phone rang and was not picked up initially so the call went to a call center. There I spoke with Erica (direct line 281-962-0617). Everything went well and the purchase was made smoothly. The taxes paid at this time were $68. Monday, the 16th, I noticed that the tracking information showed the Iphone 14 Pro Max 128GB phone was ordered instead of the 1024 gb. Initially I tried to reach out to Erica again but she did not answer. I then contacted the Litchfield, IL store and was told there was nothing they could do. I then contacted the 611 line. Upon speaking with Cy and his supervisor Mariel (employee code MP759J), they verified the incorrect phone was ordered. They then cancelled the order so I could make the order for the correct phone but advised that the charge of $68 would not be returned for 5-7 days. During this call, Cy accidentally put another charge towards a different phone line (ending in 4422) while intending to pay off the remaining two months on my current phone (ending in 4365). This charge could also not be returned right away. During this call I was also told the taxes due at this time for this phone were $100. After 2 hours and 19 minutes on the call, two separate representatives were unable to get a new order completed. The ID verification that is in place would not function properly. I, as well as the account holder, tried multiple times on different phones and neither would go through properly. At that point, I was directed to go into the store to make the purchase. I went into the store, they scanned my ID, and I made the purchase. At this point i was charged $132 in taxes. I was supposed to receive the phone I ordered on Wednesday, January 18th of 2023. When checking the tracking information Wednesday morning, it was showing that the item was requested to be returned to the sender. I called the 611 line to receive information and after 18 minutes of being on the call and put on hold to wait for a supervisor, the call was disconnected. I again called the store in Litchfield, IL and they were unable to provide me with any information. I proceeded to call the 611 line again. The initial representative I spoke with contacted UPS and was told there was a fraud alert on the account and that is why the phone was returned. At this point I was transferred to the fraud department. Upon checking the account, the representative in the fraud department I spoke with did not see any indication or alert of fraud on the account. I was then transferred back to a different representative in the sales team. When speaking with this representative, Jay, I was told they don't know why this happened nor could they tell me for certain that it wouldn't happen again. I was also recommended to go to an AT&T store that had this phone in stock and to purchase it there. From my understanding and from what I had been advised by the multitude of representatives that I have spoken with, the 1024gb version is not available in any stores. At the end of the conversation with Jay, i was informed I am unable to reorder the phone until they receive the phone back. I have spent a total of 5 hours and 18 minutes on the phone (not including the trip I made to the location in Litchfield) to have my original order placed incorrectly, the correct order cancelled and no reason why the order was cancelled, multiple charges i won't receive back for 5-7 days, different quotes for taxes on the same phone, and still unable to order the phone. I am completely frustrated and appalled that this is the service I have received with AT&T. Prior to this experience I have always enjoyed doing business with AT&T but this process has been a complete nightmare. I would appreciate someone looking into what happened with my orders and getting in touch with me by phone or by email to rectify this situation.

All I'm waiting for was customer service for a lose AT&T communication line to be fixed. I placed a call for service, but these AT&T folks place me on hold for over 1 Hour 20 Minutes and never connected me with any technician. I waited on telephone hold mode but did not receive any assistance or call back tonight: Sat. January 14th, 2023 around 5 PM. This is a call requesting service at my home in Pasadena. This is regarding a lose AT&T line in my backyard that needs to be replaced and fixed immediately. A service call shouldn't take 90 minutes on hold delay. That's really aggravating and beyond frustrating and maddening too. As a longtime customer, that's disgraceful and unacceptable okay. Blowing me off and not even returning my call requesting help is your stupidity. That's clearly a lack of assistance by AT&T. That not empathy or sensitivity. My patience has worn thin. No service at all. Call me.

We have been w/ATT for YEARS....paying the same amount w/really no problems.
As of October we were suddenly charged 4x the amount we regularly have always paid.
We were informed that our account had a contract change - yet we were never informed, contacted or aware of.
After 2 month of back and forth we got the account updated, credits were issued and I was told to that our bill should be no more than the estimated amount they gave me. Now in my 3rd month trying to get a simple phone bill straight - it is still not correct.

In my frustration, I asked to go directly to a supervisor instead of wasting anymore of my time with untrained customer service folks.
Now I DIALED the business phone number- stayed on the phone for over 1.5 hours - got transferred somehow to residential - had to start all over again and still the customer service agent told me there was no need to speak to a supervisor.
What kind of business is ATT running. They switch your contracts without your approval, wont let you speak to someone in charge and can NOT get simple math correct. I ended up hanging up and now Im looking at other options.
Unbelievable how AWFUL this company is!!

I am really disappointed in the manner AT&T company treat me like a piece of trash or if because I'm black, is really mind boggling. From billing department to the office of the president stuff and it hurt so much, all started with my cell phone and internet service. Every month AT&T increase my bill for no reason when I call to ask why, the reason is because I don't have auto pay which is shocking to me because should it be compulsory for a customer to sign up for auto pay if we don't want. within 4month AT&T increase my bill for $37 and just sent me another email saying my internet is going up another $5 if I don't sign up auto pay. I am attaching my billing statement and the email I just received today about the increment for next month. For all due respect I need AT&T office of the president to do it best to help me solved this problem and the worse part of all is when Anita Williams send lies to FCC regarding this issue saying she spoke with me about the bill and I Suraji Issah agree with everything which is BIG lie.

Dear AT&T,

I would like to share my most recent experience with this AT&T store, which was so unsatisfactory, frustrating, and embarrassing. Today (Wednesday, December 28th) I went to this store (located at 436 US-27 N Clermont, FL 34714) and I had the worst occurrence ever. I came in with my dad (who is an AT&T client for OVER 2 years) and we were asking questions about our bill since we had recently (about 4 days before our visit) purchased a new Apple Watch SE. We saw additional charges we never asked for such as a watch insurance being an extra expense a month, and things that were added without our permission. We asked him why they were charging us about $35/month for a considerably Apple Watch since when we bought it the seller said it would be $8/month total (and no additional charges) for everything. The representative (who said his name is Brian) didn’t know how to explain why there were additional charges so we asked him if we could return the item and get the money credited to our AT&T account instead of paying for something we didn’t even agree with. He said “yes, we can take it back”. We went home and picked up the Apple Watch which was never even used, and returned to the store. Arriving there, we saw that there was another employee with the seller who we spoke to before. The guy took a look at our watch and approved the devolution. While he was processing our item devolution, the other employee started to touch and press her nails on our Watch, pressing some strength. I thought it was very weird and when I stared at her she said “I’m sorry now that it’s scratched I can’t take it”. So I proceeded to tell her “excuse me? you literally just grabbed it and started to touch it, we had already shown the guy who was attending us and he approved the refund, what are you talking about?”… then the first seller told her (the other employee) “I already saw it, it’s in perfect conditions”, and she started to press him and said things in Spanish WHICH I UNDERSTOOD BECAUSE I SPEAK SPANISH TOO… in Spanish she said “I did this to the Watch, just so we can say we can’t take it”. And my dad told her “we brought it in perfect condition, I am on my rights and I don’t want to keep paying for it, you damaged it”. The first seller then went to the back and came back, and didn’t do anything about the situation. It started to get even more frustrating when she started to scream at us and called us “LIARS!”, literally, this word. She was so disrespectful!!! I asked what their names were so I could speak to their manager and and they refused to give us, so I asked a few more times and the first seller said his name is “Brian”, and proceeded to say they don’t have a manager in that store. Then, I asked the name of the seller who sold the Apple Watch to my dad a few days ago and he said “Jessica”, but on our receipt it shows “Auriel G.”. We were shocked by this terrifying situation and I want AT&T to do something about it as soon as possible.

My bill I complained about my addition of cell phone last march I’ve tried to get one bill for reg phone U-verse cell internet. Was told it would be done since last march I left Verizon after being a custermer since 1997. Bad mistake. So i called again in nov ask to have it done again they said it would happen but I don’t get paper bill so I figured it was done so I paid my U-verse bill thinking that it was combine like they said but guess what it wasn’t I was having trouble understanding them anyway So I got a text saying I had an arrangement but I could reduce my arrangement to catch it up if you look my bill has been on time till I got the bill Elizabeth a lady came out here and hooked up the cell phone said I d save money if I put them all together but that didn’t happen but I’ve called and called. 3 repricentives today one was Robert. He said you have to pay 43. Today I said I don’t have it till the 3 my social security is on 3 rd this month because of holidays. Then he said can you pay 86. I said if I didn’t have 43 how do you expect me to do 86. His naa a me was Robert. Nancy Mallory. I figure that this is a t and T fault too. Nancy

I have high-speed Internet with AT&T. They turned my service off on Saturday, December 24 Christmas Eve at 3:30 PM. My bill is paid up. They are saying the reason that my service is off is because there’s a winter storm. There has not been a winter storm on Saturday, Sunday Monday and now this is Tuesday morning at 6:45. Still no winter storm and I still don’t have Internet service, I came to AT&T just this month from another carrier. That was lousy. I came to AT&T because I believe that they were a reputable company. This is the worst thing I could’ve possibly done I can’t even get to talk to anyone they have a computer set up to tell the same lie over and over again , I am very unhappy with AT&T. I won’t tell another soul anything good about AT&T this is horrible to have done this to someone.

WHY CANNOT AT&T UVERSE MAINTAIN A SIGNAL AFTER 2PM? I AM CONSTANTLY RECEIVING A MESSAGE THAT "THE SIGNAL HAS BEEN LOST" ON ALL STATIONS!

THIS IS DISGUSTING AND INFERIOR SERVICE. IF YIU GAVE ME THIS SERVICE "FREE" I WOULD NOT ACCEPT. IT BASED ON EXPERIENCE.

I sta Arter new service with AT&T and traded in 2 new phones under a promotion only to be charged for the phone I’m currently using because it wasn’t activated in time and none informed me of this. I’m really upset because no one has been able to resolve my issue and 1,066.00 is charged to my account.

I have reached out to several reps and been giving wrong information from everyone. Even the loyalty department has lied just to get off the phone without giving any resolution to the situation they caused. One manager even told me to mail my complaint to the payment center while claiming it was the complaint department. The customer service with AT&T has gone down substantially.

I was calling on behalf of my Spanish speaking 80 yo mother. My mother pays for her land line phone with checks on time for years now. This month she received a letter stating that her payment was returned from her bank, we went to her bank and found out that the check she wrote had cleared and cashed by ATT. That issue was resolved, the problem was the following; on 11/14 an automatic withdrawal of 76.97 (which is the amount of the payment my mom is charged) was taken out of my bank account. I disputed this amount as a fraud charge, as i said earlier my mom sends her payments via personal checks monthly. ATT did not have any authorization nor my bank information to withdraw this money. I do not know why or how this happened since i DO NOT use this account for any payments unless necessary, but i never spoke with anyone about my moms land line account or gave my information to anyone. I contacted your customer service 800-288-2020 and spoke with 4 different reps who stated they could not access the account without a pin so a supervisor had to call us or we had to go to a local ATT store. I drove my mother to one of those stores only to be told that they had no access to her account and that it was locked, by this time i was extremely upset. We returned home and called ATT again and kept getting the same information about not being able to access the account. I was upset and went off on your rep without any foul language but clearly very upset, i asked to speak to a supervisor and i would hold until i got one on the line. The rep stated he would try a different approach to call my moms home phone and confirm that this in fact was her account to be able to get in to her account and finally he was able to access it. WHY did it take me getting angry to actually get a rep to go an extra step to access the account? Customer service kept passing the information without even trying to do extra steps to help. I had to get angry to get something done. This is very bad customer service and someone in your company is taking money without any authorization to me that is fraud. My mother is 80 and she can not deal with these issues, your company is taking advantage of elderly people on fixed incomes. If she did not need the phone i would have canceled her account all together but some elderly people do not know how to work with technology so they rely on land line phones for any doctors appointment etc. Account# 210 227 6577 356

I set up a split pmt payment arrangement. Your system changed both my pmts to today's date 12/6. I set it for 50.00 12/9, and 245.76 12/23. You processed it anyway on the 6th. Now I will get bank fees for everytime you run it thru. At least let the customer know what you are doing. Bullcrap me thinking I did pmt arrangement and you just decide your Taking it today. I would have waited til the 9th on payday if I knew you were so dishonest. Very poor business. I know you don't care but we do and one less customer won't matter to you. But we will be looking into changing to a more honest company.

I kept trying to contact my sister who lived far away from me.
The phone would ring ONCE then CUT ME OFF.
I contacted AT&T customer service, and they said there was a problem on the line - a repair person would go to my sisters home and check on it.
They checked on it, and said "nothing it wrong."
We still could not get through to my sister.
We called on our cells phones to their land line, and used two different cell phones and even had other people (including the police department of their small town try and contact my sister - they also could not get through.
I kept having to fight with AT&T customer service department to get them to recheck the lines. Even their computer said there was an issue.
I was transfered to people in the Philippines, and California, but no one in our state.
I was told by everyone that the PHONE COMPANY could NOT CALL my sisters number and see if THEY could get through???
Everything is dependent on "the computer system" and all the customer service people do it read a screen that has information on it.
It's not like the old days when you could speak with a real person in your state and area and get help from them. It's a MESS NOW!
I finally had the police do a "wellness check on my sister, and she was OK.
She COULD CALL OUT - but no one could CALL HER!
The police told her to call me, and I told her she needed to contact the repair department and get her phone line fixes.
This whole drama took THREE DAYS of trying to get AT&T to do something!
It seems the phone company had been working on the lines across the road from her last week, and messed up the lines somehow, but the
tech that went out yesterday couldn't pick up on this? What kind of tech was he!?
One of the young Customer Service people was very rude and patronizing to me, trying to explain to me how old the phone company was, and that there just wasn't anything they could do!?? This is the 21st. Century - get with it AT&T!! Train your people better.
AT&T has HORRIBLE CUSTOMER SERVICE!!!

To start off with I want to praise two of your employees, Burham Zackery, outstanding young man, and John Farrell. Both are a excees to your company. Both should be promote, as far as the store Manger himself no, store No. LNSN, AttPrime Comms. 12020 FM 1960 Suite 1000.
Store Manger had no interest at all with my problem.Just got up and went back room, shut the door. Now, the problems, I bought a prepaid phone at Target . The problem started there, I came into this store for asst. mainly because your att store. I bought a prepaid ATT phone with a card a card. The young lady that help them , told them they can not use a prepaid card on the phone, they need a plan and activation.Note , , P.S. there. 45.00, and 15.00. Long story short went back to target three times, your store three times . Target had shown me proof that the phone was activated from there end. Go back to your store Burham called many times , ATT was saying it was suspended . REALLY ! Burham the whole time was polite,and tried to help us, but no to praviel. I cancelled the ATT Prepaid , and went to Verizon, BAM instantly came on. One problem solved, next problem, getting my refund back for a service that did not go with a prepaid phone. Road Block, everyone was saying there was nothing anyone can do , again take note Burham should be a store manger, John Farrell was there , I guess I was lucky, he took care of the problem instantly, another outstanding employee of yours. i was going to switch with you, until you had a racist NBA player as a spokesman , tell me he's not, . Why don't you put a Veteran who fought for this country, I don't support a Company who supports woke or racism . That's it , But please praise Burham Zackary and John Farrell.

www had a sales person come to our home after we had an issue with our internet service. The salesman sold the wireless service to us promising a saving and a gift cards to help pay off the balance of our service with T-Mobile. We have contacted the salesperson he has not returned our call. He said he was going to check it to it and get back and since he has gone ghost. We trusted the salesperson, to provide the gift card. Instead the T-Mobile account has gone in to collection while waiting.. we were told we are getting a $6 monthly discount, which is not helpful to pay our previous account. Please help us get this rectified.

I called in because I need to change the card on file where a payment arrangement was coming out of my account. The representative named Corey told me it was too late to change the card and for me to call the next day and make the payment or just make it on my own. I proceeded to ask would they be trying to take the money off of the card I wanted to cancel and he stated he was unsure. He said they shouldn’t but didn’t have a definite answer. I hung up and he called me back being very rude and smart and cutting me off. I then asked for his name and his then his ID and he stated his name was Cory and he wasn’t obligated in giving me his ID and that he gave me his name and that was good enough. I asked to speak with a supervisor and he then proceeded to say sure can and I am currently on hold and have been so far for 22 minutes and 21 seconds. They have the worst customer service ever.

i was a Direct TV customer for over 15 years. my account was on autopay for the bulk of that time and was never late on a payment with them. AT&T bought them and took over the service for the past few years. I called to cancel my Direct TV account since it continued to go up and at the time of Cancellation it was costing me over $140 per month. When I called to cancel i directed them that i wanted to cancel that day. It took about 10 minutes to talk them into canceling that day but they assured me that i would be cancelled that day and i was current on my bill and did not owe them any money. i received a package to send back the equipment which i did. now about 6 months later I find out that they say I owed them $14.50 at time of cancellation (which I didn't and they had me on direct pay so if i owed them money they could have collected it). I returned all the equipment but now they say i did not return the equipment. They turned the account over to collection, even though i never received a bill saying i owed them money. My credit score has gone from 805 down to 680 because of this collection. AT&T screws their customers even after 15 years of prompt payment for their service. DO NOT use AT&T. They will not take care of you and screw you in the end.

This is insane! After hours & hours on the phone and 50 million transfers for " another dept" to resolve a transfer of service...We got fed up, canceled service with att, returned the box to ups and now this? Just too much to comprehend for you? You may get a kick out of knowing I also received a survey from att addressing me as a "former customer". Have you ever heard of the saying the left hand not knowing what the right hand is doing???? Please take care of your problem with this task.

We have a fax and phone line that have been out of service for appox 3 months. We have called numerous times and each time the technician comes out but the problems are never resolved. This is a CILA home and it's unacceptable that they do not have working phone service and we pay approx $150.00 a month for this service. The service we received I would rate less than one star and if there was any other services we would definitely switch.

Have been trying to have long distance carrier and minimum long distance charges removed from account for 9 months. After MANY calls and escalation to "office of the President" and with BBB assistance, lots of broken promises by ATT, followed by rounds of lies when clearly not able to correct the issue. Very aggravating.