AT&TReviews 2,450

I have been a customer of ATT for 14 years. I have also been a customer of Direct TV for 4 years. In July of 2019 I was running out of mobile hot spot data and wanted to inquire about getting more. On 7/18/19 I was routed to James at the Pueblo CO ATT office - *******614. He suggested I add another line and carry an additional phone to get more hot spot data, oh and by the way - ATT is having a "Buy One - Get One Free" program for the iphone XR - great problem solved! I ordered 2 phones. On my 1st statement I noticed I was being charged for both phones. I called in and they said it would be taken care of on my next billing cycle. This happened every month - I would call in, have to tell my story each time to someone new and each time they said it would get handled, never did. Each time I called in, it took about an hour. Finally in January 2020 they gave me a case # CM*******_******* and said it would be handled, Then in April of 2020 I called in and got a new case # CM*******_******* and this time they said they were not sure if there was a program and to write a letter to Office of Dispute Resolution ATT, 1025 Lenox Park Blvd Atlanta GA *******, which I did. My ATT bill is about $250 each month x 12 = $3000/year x 14 years =$******* plus another $5000 for Direct TV. I am a good loyal customer and should not have to go through this. I have probably 12 hours wrapped up in this - I'm done! I have begun to look for both a new wireless carrier and cable/satellite carrier. I am blown away, I have been a manager in retail for a long time - as a company you make it right instead of being like a government bureaucratic entity. I should receive at a minimum, a credit back for all the months I was charged, then for all of the time I have wasted on this, they should pay for my other phone. Would not recommend these guys!

I spent 3 hours today trying to update my credit card information for my auto pay. First was a 1.5hour wait time to talk to a customer service rep. He was very helpful and took care of my cellphone account, but indicated there would be a $5.00 charge for taking my call. When I asked him to also update my new credit card # on my internet and landline he said he couldn't do that. He would have to transfer me to someone else. So I had to start the process all over again. After explaining that I needed to update my credit card # on my auto pay she said she was not able to do that and she would have to transfer me to someone else. The third person was able to update my internet autopay for a $5.00 charge but couldn't do the landline account. She would have to transfer me to someone else. I finally talked to a supervisor who explained that their was nothing she could do. When I told her this was unbelievable that 8 would have to talk to 4 different people at one company she responded that AT&T was a big company. I told her with this kind of customer service that wasn't going to be. Problem for long. For a phone company to charge you a fee to help you on the phone is unbelievable. After 3.5 hours I still haven't updated my landline autopay.

Just counting from march till now, I have talked to so many representatives because EACH representative tells me different things every time.

-One tells me everything is taken care of. Later I find out it is NOT taken care of. (Literally nothing was taken care of. No notes on this. Next agent tells me there is no record of me contacting an agent for this issue)

-One tells me every info we talked about is Noted down. I find out there is ZERO note on my account.

-"TWO" people told me i have $99 +$5 credit on my account. When the bill was generated, i found out there is NO credit.

-I have been paying for something that i shouldn't have been paying from the beginning of the service. A manager had agreed that it was their mistake and supposedly "fix" it but it hasn't been fixed.

-A Manager tells me that her manager will call me back regarding this, never calls me back.

I can for sure say that i wasted many hours because of this issue. I have my friend who heard all this conversation and we are mind blown at how every time we call for the SAME issue, there is NO record of ANYTHING.

AT&T is literally intentionally wasting my time, and hope that i forget about "small" charges.

The only reason i came to ATT from Xfinity is because of cell phone deal. Xfinity CS is A LOT better than here. They keep track of records. No need to call more than 1-2 for the issue to be solved. AT AT&T, i called more than 10 times and still nothing is fixed.

All these reps i talked to are from basic customer service agent to manager's manager.

I don't even know who i'm suppose to talk to anymore at this point. It is not worth talking to anyone from AT&T other than CEO at this point FML.

I recently became a customer with this company. And within 2 months I've had enough. I am done this company. Their service sucks, internet is slow as $#*!, and rude $#*! employees. Nearly impossible to get customer service. And if you need an extra day to pay your bill. Hang it up. They want that 45 dollar reconnection fee. Then Another fee for calling them and sitting on hold for more than 30 min...$20 bucks. They act like we inconvenience them with their problems. I've never had a company be so rude. This is a joke. Scamming and ripping people off for a necessity should be illegal. I owe them about 1100 dollars for a plan I signed up for. They can kiss my $#*! and charge it to the game. I'd rather have straight talk.

Brick and mortar stores can't help which is ludicrous. They have to call and stay on hold for 30 minutes or more just like customers. If you get through it can be difficult to understand the assisting agent which tends to drag out the discussion. I was with them and their customer service sucked so much I just paid the fee to cancel. Five years later I moved and hit up Direct TV for the NFL package. When I went into brick and mortar store they had to call to help me, that's when it hit me, horrible and frustrating. That's why I left before. It's like no one up top cares about customer Service.

I have been an AT&T customer for years. I received an e-mail back in February saying that I could get high speed internet for the same price I was paying, Obviously, I thought that this was a deal and signed up. Due to personal reasons, I was not able to have someone come out to my house until the middle of March to install the new service. I just now receive my first bill and it was $30 more than what it was supposed to be. I called and stayed on hold for hours and then received a call back, just to be notified that because I did not "click the box that said I wanted the discount" when I was in fact signing up for the discounted price, I could not receive it. Not only will I be looking for another service ASAP, I will never recommend AT&T to anyone.

My son is teeageer and he receive a call from Att that he is eligible for free phone... they send him a new ph with new line with out my permission. Last month they charge me 155.00 as extra on my regular bill and this month i receive extra 455.00. Perhaps i call and explain and i cancel the service... this is rubbing people in a nice way. Im going to close my account for ever. I was a customer for more than 13 years... i had it and i can not handle it any more...

AT&T I have been your customer almost 10 years. Been paying your guys on time every single month never once late. I called to see what you guys can do for me during pandemic time? I asked for a reduction half month or a month. The answer was I won't get to pay late fees on my bills. After 2 months I technically have to pay 3 months after 60 days. Wow what a fantastic deal for a 9 year customer who has been paying you guys $500+ a month... T-Mobil waives 2 month bills for good customers

We had to move my mother to an assisted living facility, so I call AT&T to cancel her internet and move her land-line. The first person I talked to said AT&T did not service her new address, and I would have to cancel her AT&T contract and sign up with Spectrum. I wish I had done that. I said I wanted to verify that with the facility she moved to, and hung up. When I called back, the person I spoke to said I had to transfer both the landline and the internet, and drop the internet afterwards, but I also had to call a different number and transferred me; I hung up after being on hold 58 minutes. When I called back, the third person said AT&T did service the new location but did not provide internet there (I had already said we wanted to drop the internet), but he would have to transfer me to a 'specialist'; eventually the specialist came on and introduced himself as 'Tony in Los Angeles'; when I explained what we wanted to do he said the LA office did not support North Carolina clients like myself but not to worry, they could handle it; back into another phone queue. One hour and 25 minutes after the string of transfers began, the line abruptly switched from hold music to a busy signal and then disconnected. And of course, none of the 4 representatives I talked to could actually DO anything except transfer me to another phone queue.
Meanwhile the recorded message kept saying go to AT&T.com to easily move service, but the website just listed a phone number to call. When you call in, they offer to text you a link to their move app, where you can easily move service; when you use the link, you get a text message that the server is down and they can't do any moves.
Stunningly incompetent service.

After hours on the phone with Mark CM0864 and him attempting to transfer the call to the mobility team because he was unable to help with all the charges they charged me on my bill incorrectly. Not only did he waste my time going through all my concerns but he tried to pass me off without helping me because you could tell he was upset that I told him it was not my fault he could not find the notes of the previous promise the employee did since he obviously did not do his job right otherwise there would not be all these additional charges incorrectly on my account. I spoke with the manager Joseph JM239K and he credited my account partial of the charges that were charged incorrectly although since he did not see notes from representatives at the store he could not credit the other charges. This to me is an insult as if I were lying when on the website itself it explains what I should me charged. They have not only no knowledge as to the services but were of no help. They use blatant false advertisement and trick you into obtaining their service with promises that they later are not able to fulfill.

Switched phone service from Sprint to AT&T OBER A MONTH AGO and it turned into a cluster f--k. It has been the most pathetic, confusing nightmare I have ever experienced. It has been going on since January and still totally screwed up. I cannot go into details because it would take much too long. These people are useless. My sales rep. Was Matthew and he refuses to return my text messages.Be aware, DO NOT SPEAK WITH THIS GUY. AVOID HIM AT ALL COST. HE WORKS OUT OF THE DOMAIN. I HAVE HIS PH. NUMBER AND FULL NAME IF YOU NEED IT

I had a Samsung Galaxy Note 8 in less then one year the phone started having problems in the charging port.
1st one had a message that the charging port was humidity I had pay a co-pay of $120
2nd one I left it charging and the phone made a notification sound I check the phone and the phone had a burning smell. Now Asurion the insurence again want to charge me $200 for a replacement phone. Instead of replacing it for no cost since I'm paying the insurance. Why pay an insurance and in less than a year the phone had problems again that a way to get money back from their consumers. I am aggravated and mad because this phone was not free it cost me $1100 at the time.

After deciding to switch from Verizon and go to a note 10 I have it fail in 3_4 months. No charge, no way, I no how! Just defective they say. I leave on 10 day trip where a phone is crucial. TUFF. Say they will ship it to my home, great, I'll be gone for a week after it arrives and it sits outside in rain or snow! No one but 25 miles away to pick it up!
Thanks AT&T. And the fact you can't get any support that can speak understandable English! Big mistake switching to AT&T!