AT&TReviews 2,450

The worst customer service I've ever experienced. Having a problem with my bill and I have been bounced from customer service rep to customer service rep. Each time I am told I am speaking to the wrong department. I am beyond frustrated. Still on hold after an hour and forty-five minutes. How does AT&T stay in business? Don't they care that their reputation for customer service is the deplorable? It seems not.

Needless to say I will be changing my carrier for phone, internet and Direct TV.

I subscribed to AT&T U-verse service on or about 05.15.2019 at my apartment complex. When I signed up the customer service rep said that there would be no early termination fees because I did not live in the USA. Service was fine, but I had an emergency where I had to return home unexpectedly because my wife needed an emergency surgery. I called AT&T and their representative told me that it would be no problem and further stated that he, Anthony, was going to zero out the account because they understood. This was on 07.25.2019.

So here we are two months later and now AT&T is extorting money out of me for supposedly non return of their equipment and some supposed early termination fees.

I had spoken to:
1. Anthony on 07.25.2019 was going to zero out the account because they understood
2. Paula on 08.27.2019 who said that everything would be alright and
3. Jeremy on 08.27.2019 zeroed it out to get rid of early
4. Kimberly on 09.25.2019 said she would connect me to a specialist
5. Tracy on 09.25.2019 the supposed specialist could not do anything
6. Maria on 09.25.2019 who transferred me
7. Melissa on 09.25.2019 who hung up on me

After speaking with 7 of AT&T's representatives and having been told several times this would be worked out, here I am two months later and AT&T is trying to now extort money out of me saying that they did not receive the modem back and that they are charging me early termination fees.

This is dishonesty. I would not recommend this company to no one.

I switch from sprint (Sept.the 19th. 2019) because of the coverage that At&T offer. While in the store with preparing to move 3 lines over, the rep. Said that the activation frees would be waved. Six days later I got my bill and it showed that i was being charge $90.00 dollars for activating my 3 lines. I went back to the story and tried to get the fees taken of, and of course they would not do it.

After a while, I called in to At&t customer service and a new door of kindness opened up. Gretchen R. (the customer service rep.) took care of all the issues that I was have. I could not get all the fee's removed, but enough to make me add another line to my account, with no activation fee's.

"Gretchen, being a business owner I would like to say that the customer service that I received from you today was the best service that I have ever received in my life. Thank you for being understanding, and most of all, thank you for you 25 year of service with At&t"...

We had to drop ATT because we couldn't get any service on our phones. Dropped calls, no service, one bar//no bar etc. In a town of 85,000. We were 20 year ATT members in other states and Texas. The kicker - we paid our bill and went to another service. After a week of going to offices calling them (when the phone didn't drop the calls]. WE still have no service on one phone because ATT WONT UNLOCK OUR PHONE. My advice - think twice before committing suicide.

I am not one to write reviews ( and I think this would be my first) on anything but this past experience was awful. I understand there are long hold times and am pretty easy going about it but when an issue take 6+ plus hours to not even resolve I feel like I have to say something. We initially had cable and internet. Our areas highest internet speed provided by AT&T when we moved was 30 mbps. (I would be happy to go to Spectrum but unfortunately my work line is provided by them and they cannot have both a personal and business lines in the same house). After our 2 year contract was up I went back to see if they had any higher speed and was ecstatic to see 100 mbps. We are not cable people and only had it due to the low speed internet so the first thing I do is call to cancel Directv and upgrade the internet. This process initially took 1 ½ hours and after all this time the representative advised he could not help and transferred to another representative. About 30 minutes later the current rep fixed the errors of the other (he had added Uverse and upgraded internet) and we were set to have the new internet line installed Aug 15th with a new monthly bill of $50 plus tax (we couldn't get the $40 promotion since we didn't bundle anything). The installer came and went and we had no issues. We even received the return equipment letter we were told we would get for the Directv equipment. Fast forward to today I started by logging in and seeing that our bill went up WE OWE $404. I dig a little deeper and see that we are being billed for Uverse TV now and internet with all these extra fees. I immediately get on the phone thinking it would be a quick resolve since I have dates, names, and past emails of what should have been done. I sat on the phone being passed around from one rep to another with not one person just accepting responsibility for the mix up. They continue to say we can cancel your TV today but you will still owe the $404 4 hours later and my ticket was escalated to only be followed up within 3 days

I bought 3 phones from AT & T and is not working for me because i had 2 phones before with Metro Pcs and i would like keep the same number the salesman said it's Ok but it's not working and i come back to stor and the same day and he suggested new lines at the beginning i'm afraid for lose my number but i agree with him and buy new phone and give back the other phone but At& T company charge me for 5 lines i come back to several times to the store and i tried a lot of the times by phone and contacts manager for fix my bill and charge me for correct amount but still not working and nowadays my amount absurd. I'm very disappointed and said with the company and i no have phones my 3 correct lines is not working
My lines suspended and my bills incredible for $1700

ARRRGGGHHHH! Where do I begin. We had AT&T Uverse at over $180/month. After being approached by a local AT&T representative (Manager) to switch plans to AT&T Internet and AT&T DirectNowTV at a greatly reduced cost of $100/month. After 3 billing cycles and actually paying more than twice as represented, we were told "we didn't mean to lie, we had a quota to make!" Talking with a supervisor of AT&T Customer Service, they responded repeatedly (1 hour and 34 minutes later), "We understand how you feel. There is nothing we can do." I sent the supervisor a picture of a promotion for AT&T Internet + TV Combo for $89.99/month I just received in today's mail. Her reply, "AT&T cannot honor that promotion." We were lied from the beginning, the manager confirmed the lie, the Customer Supervisor confirmed the lie and her lie. DO NOT buy AT&T. AT&T admitted to lie and will do nothing to correct the lie, EVEN with a printed promotion in the US mail. WOW! There is no excuse. I cannot make this up. DO NOT EVER USE AT&T. A corporation who lies admits they lie and will do nothing to correct their lies. NEVER AGAIN!

AT&T treats its prepaid customers like second class citizens.
I ordered a iPhone 6s prepaid -- they shipped it without requiring a signature. I live in a city, so naturally, the package got stolen.
I called to tell them. Instead of telling me that they flat out would not replace the iPhone 6s (which is the decent thing to do), after speaking with 4 customer service representatives, I was finally put through to their escalation department. I was given an email address to send my documents to (police report, phone number, etc). Please note that I said if they wouldn't replace it, I just wanted an iPhone 6s shipped to an at&t store and was willing to pay again. They refused to do that. I finally am given an email address (*******@att.com) to send my documents to. The email bounced back. I have to start the whole process over again, and when I get to the escalation department again I'm told someone would call me over the weekend. It's been 4 days, and no one has called me about this. I tried to just order a new phone online and ship it to my work address. AT&T canceled the order because they claimed they couldn't verify the shipping address. I went to the store as their email said to and the employee at the store said he couldn't help me. I called 611 one more time, and they also wouldn't un-cancel the order or place a new one.
The order value was only $211, AT&T has spent more money on customer service representative then the order was worth at this point. I am literally willing to pay them money for a new phone and they won't place a new order. This doesn't make sense to me as a business model and is a terrible way to treat people. DO NOT TRUST AT&T. I regret ever changing to them.

Do yourself a favor Do Not use AT&T for internet or AT&T Uverse. I scheduled an appointment with them over a month ago to connect our new location with internet was told they would be there at 8:00am so take off work set there all day even call to confirm yes your on for today 8-4 pm. At 5:30 I call and am on hold for 1 and 1/2 hour she hangs up. Call back at 8:00 pm I'm switched to 5 different people and they tell me there was no order oh wait I found it. We can see you Monday September 16. I said are you kidding you should put me at the top of the list for tomorrow. Supervisor says oh no we don't do that you'll have to wait. I'm done with AT&T no more. This isn't the first thing that's gone wrong with them in this last month. Business phone was out for 3 days. The rep from the store here was even on the phone trying to get it straight the 2 of us were on the phone I kid you not over 48 hrs. 2 days later no internet for 2 days. Save yourself the stress.

We included wireless recently and they are charging me $345 for only 3 phones. This is incorrect as they told me it would be for $145. Directv also increased from $80 to $125 since I made the change of including another service. Also, they combined all services into one invoice which I NEVER agreed to, but this is obviously easier for them. I have called multiple times and they still have not fixed the invoice. They recently charged my credit card for $708! This is for 3 phones, internet, and Directv - it is outrageous! Terrible service and worst company to work with. Everyone working there is incompetent and tells us that they will call later but never do. I have talked with Lea, Edgar, Jessica (Employee # CR408V), Natalie, among many others. I also just received an invoice for the internet AGAIN since that is included in the erroneous $708 that they just charged me.

As you search for cable providers AVOID A T &T U Verse. They also own Direct TV. They lie also. Had U Verse many years but the last few years they do nothing but lie. Have over seas phone rooms so when calling never get same agent. They will tell you anything, promise a rate or promo but it never happens. When you call back of course different agent. They will say they have no record of what was promised... they are terrible... they also will give a price but of course that is for Direct TV then transfer you... also lie and make you commit to 2 year contract.
When cancelling, they will tell you about billing cycle. So even when service is stopped they charge you remainder of billing cycle. Total cheats.
When you return equipment at UPS store make sure you keep receipt as they will try and tell you weeks later they never got it. Tried that scam on me but but never apologised for trying to extort me out of 100 bucks.
They are terrible

Awful. They destroyed 1/2 an acre of a front lawn by leaving cables and power cords everywhere for months to put in a land line.( I lose power in my area and specified /paid for a land line). As the cords ran over 1/2 acre of grass for months, we could not use our irrigation system. When it was all over, I had $5000 worth of landscape expenses and an internet phone that wont' work in a power outage- -no landline. Every month I spend at hours fighting over incorrect billing. I am holding now (59 minutes so far) because they threatened to disconnect all my servicew if I didn't pay a $285 bill for equipment that was returned 2 weeks ago ( confirmed by UPS). They won't speak to you if the bill isn't paid- so I had to pay this inaccurate bill. If that causes financial distress, too bad. You may not contest a charge until you pay the contested amount. Period. When/if a refund/credit is issued, it won't go back to your card or checking account right away. You will wait. Every time. Right now, they have my overpayment, they have their equipmen (and have for two weeks), and as usual at ATT billing time, I'm at work not working, but on the phone with ATT. My employer just loves this. So does my supervisor. She's been answering my phone and hers for an hour now. I'll probably get a raise. :)

ATT is the most frustrating, unprofessional company who seems unable to communicate with its customers and has no regard for a customer's time. An appointment was scheduled for internet upgrade, I took off work to meet the technician who called 5 minutes before end of appointment window to say his workload wouldn't allow for my appointment. ATT rescheduled for the next day, again I took off work. The tech was a no-show. I called and was told my appointment was cancelled due to internal technical issues. No phone or text to tell me, so another wasted vacation day. I waited on hold 12:59 min. For a Supervisor before they finally disconnected me. A Supervisor/Manager did call me back, she kept saying how "sorry" she was and offered to compensate me $25. Wow, that really covers my two vacation days. I've been reschedule a 3rd time which means another vacation day with no guarantee they will show up. Just another big company who has little or no regard for their customers. I'm looking for another provider

If I could give them no stars I would! AT&T customer service is below horrible. I called to simply transfer my service ( cable and internet) from AL to IL due to my husband being stationed in IL. The representative was supposed to place my account on hold and send return boxes for the equipment. I get to IL to find out my cable service was cancelled and ATT only transferred my internet service so of course I was hit with a early termination fee. In good faith, I setup my internet and renewed my cable service. The rep told me that the Termination fee would automatically credit once I reconnected the services. I waited a few weeks and the credit had not been applied. I called AT&T to only be passed around to multiple departs and representatives. Finally, I just asked to speak to a supervisor and they finally credited my account BUT the next bill I got hit with equipment charged! After calling AT&T multiples for a box. I called again today and the SUPERVISOR hung up on me and didn't call back. Poor customer service and leadership! I just want AT&T to do what is right but they pass you at round and make empty promises because they are poorly trained and they have a lot of out sourced calling centers that cause language barriers between the customer and representative. They never take ownership of their mistakes!

Tried to transfer 7 active numbers from
Tried to transfer 7 active numbers from T-Mobil to 7 active numbers at AT&T at Sam's club. Took the 6 hours to transfer 4, during the process, AT&T deactivation my main number. They couldn't continue, so I have 3 numbers with AT&T and 3 numbers with T-Mobile and one deactivated number. They told me to go to AT&T store to get a temporary number, then told me I had to wait for 3 days, I did waited 3 days. After 3 days and talked to numerous reps from AT&T, explain the situation over and over again hundreds times because they have different people pick up the phone and they don't assign a case to the same person, the answers I get are different from everyone and, I have to wait another 24 hours. 24 hours later I called again and they said I have to wait 5-6 hours because they only submitted the ticket a day before. I asked them about the ticket prior, they said they didn't see it and didn't want to look it up even when I offer to give them the ticket number to check. It's been 6 days since and my number isn't going any where, I can't get anyone to resolve this, I can't transfer my number back to T-Mobile or to another company because the number is inactive. It's my business number and I need it but AT&T doesn't seem to care. This is frustrating to the core. Oh and some of their employees can't speak English well either, which is how the whole mess stated. Never again I will use AT&T after this.

Last month we ordered AT&T internet service for our home. We deferred any other products. When our first bill arrived, we had been charged for a month of phone service including 1 of 3 charges to install the phone line. The first time I called to cancel the service we did not request and get the charges reversed, I was told that there is a special department that issues those corrections and to wait a few days to confirm that this special department had completed the corrections. I waited 4 days, and checked the bill. The corrections had not been made. I am currently on hold at minute 85 and counting to talk to someone to fix this problem. This fraudulent technique is known as "cramming" a bill.

If anyone has any suggestions other than continuing to wait and being lied to again, I am willing to listen.