4.5
Overall Score
Rando Man Minneapolis, MN
They messed up when me and my wife turn are phones in from t mobile cost lot of money we didn't have these phones very long good shape when we traded them in they messed up on the numbers so didn't get credit phone I had.bill keeped going up every month . Tried talk customer service no good there several people talked to even when my mother I found dead in her home they sent me a message saying my bill past do just payed bill week before was do for another month women talking to wasn't getting no where she even cut my phone off I had deal with family and things on my phone luckily we had my wife's phone, lady told us we have to pay to get it back on . Finally got it back on hour and half later. Been to the people we got it from they gave me number to call got same lady finally found another gentleman he did everything he could do to help but they said can't give me the discount on my phone now we have cut my mom's phone off so they want give my phones back and if I want to get out of the AT&T service I have to pay $1800 something . What a reap off
1 year ago
guruhoss Malvern, PA
I bought an Apple watch from AT&T for my 12-year-old son, instead of getting him the phone that he's been begging for. Soon thereafter, the watch stopped working. After spending more than 40 hours (that's not an exaggeration) over a span of several months trying to get Apple and AT&T to troubleshoot and diagnose the problem, it was discovered that the problem was on AT&T's end. I no longer want the watch because it can't serve the one purpose I bought it for: getting in touch with my son. I don't want a refund on the money I've already paid toward the watch. I just want to get rid of the watch and not have to pay the $250 balance, so I can get my son a phone. Seems pretty reasonable to me: Why should I have to pay for a defective watch? Well, AT&T refused to stand by their service/products and said that I have to continue to pay for the watch, which doesn't work because of an issue with AT&T's service. I am appalled by their approach to customer service. I didn't want to leave AT&T, but because they refuse to stand by their products/services, I certainly will be switching to one of their competitors once my contract is up. AT&T ought to be embarrassed by the way they do business. They're going to lose what would have been a lifelong customer, all over $250. Disgraceful.
1 year ago
gene woloshyn Naples, FL
went into the ATT store in Naples Plaza in Naples Florida. I indicated that I wanted to take advantage of an iPhone 14 promotion for $5.00 a month. I further indicated that I wanted no other changes to my plan. I specifically said that I wanted the same insurance on the new phone as I had on my old phone. The salesman told me that he was saving me money by changing my insurance to a plan that would cover all four devices on my plan rather than insurance on each of my three phones. When I got home I had an email from ATT estimating that my new ongoing charges would be approximately $270 mo. compared to $241 on my current bill. After an hour on the phone with customer service I was told that my ongoing bill would actually be $257mo. They told me that the insurance plan I had previously for $8 mo had been a grandfathered plan which is no longer offered and once changed could not be changed back. My $180 phone (5x36) was now going to cost $576 ($16x36) plus a $35 upgrade fee for a total of $611 The $11 increase has no 36 month term so who knows how much it will cost in total thus $611+++ This is a deceptive business practice by any definition.
2 years ago
Robert Tuohy
I’ve had ATT for decades even way back to Na Bell but they have become so overwhelmingly difficult to work with I can’t even see trying further. Not just horrible cell service but horrible customer service and in this new Messed Up World they care even less.
I just wanted to upgrade TWO PHONES, but they are out. Not just the ones I wanted but out of all phones. Even the store attendant was beside himself. I went to the Lake Havasu location where “Will” is now the manager and he’s way better than the lousy manager the everyone knew was a bad fit. His hands are tied as ATT WANTS YOU TO GO ONLINE TO ELIMINATE COMMISSIONS TO THEIR REPS.
So I had to order online where it send me a link to choose the 2phones I wanted, I’ll pay cash up front I don’t care but we need simple I-phones that work. The link told to to click the link to ask for help so I did. A guy came on and was eager to sell me two phones and when I told him I just spent near two hours at their store to be told to go online because they had no phones available and what I wanted. He replied you have to go online at which I replied I did and clicked the link to send me to you. He said well you have to order online anymore and I just was beside myself.
I HOPE YOU SUFFER GREATLY ATT AS I WIL BE SEITCHING OVER THD FACT THAT YOUR COMPANY IS SO INCOMPETENT ONE CANT EVEN ORDER A PHONE, YOU GUYS ARE UNREAL AND LOOSING A NEAR 40 YEAR FAITHFUL CUSTOMER. VERIZON IS ABOUY THE SAME SO I THINK ILL TRY T-MOBILE OR SOME OTHER NO NAME COMPANY AS YOU ARE UNFIT FOR MY BUSINESS…😡
2 years ago
Tamara Shukha Palm Coast, FL
On 10/3/22, I received a promotion from AT&T for home internet. I called them & spoke with Kayce. She informed me about a cell phone promotion. Not only would they provide better service but match the bill. The total price was 2 lines for $110+tax/month ($55 a line/month) & a $20/month credit due to us using our own devices, making the bill $90+tax/month total. I told her I purchased a new phone 3 weeks ago but had concerned my provider (Boost Mobile) would not be compatible with AT&T and feared it would lock. She said if its PAID OFF it will work. After double checking in her system, Kayce was certain she could activate it. When she attempted to import my number, the call dropped, the phone locked, and I was left with no phone.
Kayce & the activation support team attempted to troubleshoot but was unsuccessful. I was told to go to multiple locations including my old provider which informed me that ATT owns my number now and wouldn't give it back them. I went back to ATT store location. They wanted me to buy a phone from them with no payment plan due to being a new customer policy probationary period. I explained to them I had just bought a Galaxy S21 weeks ago for around $800 new. They need to fix this. They told me there is nothing he can do and to call corporate. I told him That they advised me to go to multiple location, this being one of them.
The next day I went into another location (5180 state Rte 100, PALM COAST, FL 32164). Darrell was my sales rep. He told me I was lied to by Kayce. However, he has a promotion to where I would receive a free phone if I turned in my old phone. He explained that the "free phone trade promotion" will in essence be discounted by monthly bill credits that AT&T will give back on your bill for the 36-month installment plan. He would also honor $10 off monthly for my wife having her own phone all the mess but this would take 2-3 billing cycles to see the credits. He even told me "The phone doesn't even have to work, and they would take anything." I still turned in my galaxy s9. It was it good working order. The rep said it will be fine and I will start receiving the monthly credits in a couple months.
My bill quoted was $130+ tax as explained by Darrel. My bill is $175. I have to complain for months only to be hung up on, put on hold, told it will be fixed and to give it a few more billing cycles, months go by and still no results.
Almost 8 months later (4/23) they gave me $400 credit which is less than the agreement. By switching to AT&T I have raised my bill 200% and had to purchase 2 brand new phones, AND a S9 they had me trade in.
After calling today I spoke with a manager named Kevin who told me that the reason I didn't receive my $800 in credits is because my phone arrived one day late, and the promotion ended making me ineligible for the promo & they will credit me a total $17.50.
I asked how did it arrive late? I did as they instructed and used their shipping & even dropped it off early. If I was ineligible for the promotion, how was I not inform when I dropped off the trade in phone? I also asked him why AT&T said they will rectify the problem every time I called? Kevin then hung up on me.
in short, I'm n Locked out of my phone, had my bill double, and was forced to buy another $800 phone without any care for the customer.
You simply can't treat people like this.
Please help!
Thanks
2 years ago
Deserie Holden Fort Worth, TX
Do NOT use AT&T. And if you do, NEVER sign up for multiple lines. My son had an AT&T account and a group of us were looking for new providers so we joined his plan. 5 lines, 6 years ago. Well one person left before the year was up, paid off his phone and notified AT&T that he was switching networks and to cancel his line. Another the couple split up and the ex girlfriend did the same (paid off the phone, went to an individual plan and notified AT&T) ...3 years ago. The remaining three of us are still paying our own lines and the additional charges of having these two additional lines associated (but not active) on the account. My phone has been paid off for years and I'm still paying over $150 a month for AT&T, shopped around. Verizon I can get a brand new phone and my own line for $85. I'd jump ship but don't want to leave my two sons holding the bag for my unused line. AVOID AT&T like the plague y'all.
2 years ago
Sharon Launey TX
I upgraded my iPhone and purchased the watch. I already had, for years a tablet that was paid for and being charged $20 for the service monthly. Traveled out of state for work for several months and my bill was being drafted out of my checking account. I believed that the additional charges were relative to my new phone and watch. Upon this purchase, however, they decided to sneak in an additional $55 for the tablet for several months. The local ATT employee notified me of this charge and said it should only be $20 as it was prior to new purchase and directed me to the resolution center. I talked with the supervisor who indicated that this was their fault And would credit me 3 months. When I asked why only 3 months she said it was my fault for not paying closer attention to my bill. This was clearly a “bait and switch “ tactic that they use when upgrades are made. I trusted this company which I had used for years and didn’t thought that I could trust that they would or tamper with my charges. Bad business for sure!!! Check your bills people because these guys cannot be trusted!!!
2 years ago
mulham alom Springfield, IL
Avoid at all cost, I went to the store and got a deal for a family plan starter for 105 dollars, my first bill comes as 260 and the one after as 328, When I spoke with customer service it turn out the store had put me on the highest plan without my consent and I will be heavily overcharged because of that, also there are hidden fees ( services and taxes) even with the original plan the bill would be 187, So I canceled after using for 4 days and I still got charged 187 dollars for a full month when they have a policy of charging only per days used if canceled within 14 days, I challenged that many times but it is a waste of time. Must avoid due to the lack of clarity on hidden charges and store workers placing you on plans without your consent then you are having to pay the price. Is this because of Incentive per selling plans in store? I had to pay activation fees 35 dollars per line on 3 lines without any refund.
2 years ago
Asadullah Plano, TX
I have been with AT&T for over 25 years. We now only have cell phone service only. Their customer service has steadily declined over the years whereas the rates keep going up. The cell coverage is very poor. They probably do not have enough towers for seamless communication. They dont give any perks or loyalty discounts. Needless to say there is a lot of room for improvement
.
2 years ago
David East Houston, TX
Recently switched to AT&T wireless. Service is par, but their billing is freaking horrible. Customer service is non-existent - wait times are atrocious and if you sign up through Sam's Club you will be told your activation fee will be waived. But it WILL NOT BE WAIVED. Ive been told by many to not go with AT&T specifically because of their horrible customer service, but I figured try them for myself and make a decision. They were right...don't do it, promises will not be kept and our 1st month bill for two wireless lines that WE brought the phones to is $235.54 - insane. Chatting with incompetent representatives, and was told to wait for a manger. Well it has been 45 minutes to "chat" with a manger so far and counting...be wary people, be very wary. I made a horrible decision switching to AT&T and will be leaving as soon as possible.
2 years ago
Joseph Wallace Dayton, OH
My wife and I decided to upgrade our phones because AT&T had a special where we would get $800 for each of our phones at trade in. On the AT&T app at checkout all we had to pay up front is the sales tax per IPhone 14 Pro Max which was $82.50 x 2 which was $167. We are AARP members so the upgrade fee was waived. We checked out and got a confirmation email, everything is sunshine and rainbows.
In the middle of the night I get an email that there is a problem with my payment method, we went with an AFFIRM virtual card because we’re retired and the only way we could afford the sales tax is in payments. I contacted AFFIRM and they said AT&T put the $167 on hold THEN charged ANOTHER $82.50 which the virtual card only had $187 available.
I contacted AT&T and no one could explain to me why the additional $82.50 was charged, and to resume the order they wanted me to pay ANOTHER $82.50! I told them no thanks and requested them to cancel the upgrades. My wife’s phone had already been shipped but they couldn’t cancel my upgrade because my order hadn’t shipped. I was told that to return my wife’s upgrade I’d have to take the package to an authorized AT&T store, which is a 30 minute drive one way or refuse the package from FedEx. So I refused the package and took a picture with the FedEx driver for proof. I complained to the Better Business Bureau at one point. The next day I received a voicemail from “Anthony from the office of the president”. I immediately returned the call but got his voicemail. I tried the next day several times, still got his voicemail. On the third day I tried one more time and actually talked to him. He listened and told me he would get back with me, but he never did…shocker! It Took AT&T about a week with me calling and also using the chat every day to get the refund for my cancelled phone. As for the refused phone, an AT&T associate said it was MY responsibility to prove the refused package had returned to AT&T. A package that I had never had in my possession! I contacted FedEx and acquired the information. After nearly two weeks of daily chats and phone calls my wife and I finally received all the funds back. The trade in $800 credit has expired, so even if we wanted to try again the deal is over. I highly recommend avoiding AT&T wireless, they do not care about the customer whatsoever!
2 years ago
Johnetta Kilebrew Columbus, GA
I WANT TO START OFF BY SAYING, I AM FLABBERGASTED BY THE SO CALLED “attcares” BECAUSE YA’LL DO NOT! AFTER BEING A LOYAL CUSTOMER FOR 3 YEARS, I AM JOINING THE WAVE ALONG WITH EVERYONE ELSE AND FINDING ANOTHER PROVIDER THAT ACTUALLY VALUES THEIR CUSTOMERS!!!! I HAVE UNDERGONE STRUGGLES THROUGHOUT MY SERVICE WITH YOU ALL BUT STILL FOUND A WAY TO ROB PETER, JUST TO PAY PAUL (AT&T)!!! I HAVE PAID OFF 2 iPHONES AN IPAD AND AN APPLE WATCH!!!!! AND YOU GUYS WILL DISCONNECT MY SERVICE FOR BEING BEHIND ☝🏽 PAYMENT!!!! YES, IN THE PAST WE’VE RECEIVED PLENTY OF ASSISTANCE FROM SOME OF YOUR EMPLOYEES, THEY MADE ME FEEL APPRECIATED!! THEY ALSO DISPLAYED AN ABUNDANCE OF EMPATHY IN ASSISTING ME IN TRYING TIMES, ESPECIALLY AFTER THE DEATH OF MY MOTHER, BUT THE LAST SUPERVISOR FOR COLLECTIONS, JUST GAVE ME A “BY THE BOOKS” ATTITUDE WITH A FAKE DISPLAY OF EMPATHY! I UNDERSTAND THERE ARE RULES AND OBLIGATIONS, BUT TO ASK ME “IS THERE ANYTHING ELSE, I CAN HELP YOU WITH TODAY?” AS IF SHE ASSISTED ME THE FIRST TIME, WAS EGREGIOUS!!!! WORD OF ADVICE!!!! STOP ASKING CUSTOMERS THIS, AFTER KNOWING YOU COULDN'T ASSIST THE FIRST TIME, IT PISSES YOUR CUSTOMERS OFF!!!!!!! I HAVE DEFENDED YOUR ESTABLISHMENT, WHEN PEOPLE TALK DOWN ON AT&T, BUT NOW I DEFINITELY UNDERSTAND WHY!! I WILL BE SHARING MY EXPERIENCE WITH NOT ONLY MY MANY FOLLOWERS, BUT MY DAUGHTER’S AS WELL!!!! GUESS WHAT?!! AFTER I PAY YOUR $192, ON THE DAY I ASKED FOR, NEXT WEEK, I AM ENDING MY CONTRACT FOR ALL LINES!!!!! I CAN ASSURE YOU I CAN GO ON FOR HOURS, BUT AT THIS POINT AT&T ISN’T WORTH THAT MUCH EFFORT!!!!
SINCERELY,
YOUR FED UP SOON TO BE EX CUSTOMER
P.S I wish I could rate a -5
2 years ago
Alan Blumenfeld
Updated Review! Watch Out! I thought they did a wonderful job until I canceled my service only 7 days into the new contract and they tried to charge me for a full month! They don't tell you this when you go there so if you are unhappy you will get charged regardless! Check this out: 60 year old on SSD and his 86 year old mom.
I went in for a new plan, brought my own (2) phones, and got a first months bill of over $280! They charge you right away for a month that you haven't even used yet! Remember folks, I canceled after 7 days! Watch out for this location! You have no say! Needless to say, NO MONEY FOR YOU ATNT!
The Fix:
Go to xfinity like me and get a 2 phone plan unlimited for 60$ total! Stop letting ATNT take money out of your family's pockets when you can get better elsewhere! ATNT Homestead does not care!
2 years ago
Brandi Liles Birmingham, AL
My bill increased by $9.02 and the explanation was contradictory to what I was told by a previous associate. I’m a customer that has auto draft set up and I’ve never been late. When speaking to the representative I was told if I wanted to separate from the company that is what I should do, because they were not willing to decrease the invoiced amount back to the original amount. The representative offered little help in try to salvage the account. He was extremely apologetic to the situation. He basically told me he didn’t care if I was a customer or not. I choose to end my relationship with the company and look for other more affordable options. After terminating my relationship he asked me to call back at a later date and someone might be able to work out a deal. It would seem that saving the customer on the front end would make better sense. Instead of decreasing the billing back to the original amount the company was willing to lose the account all together. I should note, I was not rude and I didn’t not raise my voice.
2 years ago
Ryan Smith IL
We were an AT&T family for over 20 years, but finally had to leave. Store staff and management were not honest with us. Be careful when dealing with store employees and in the company in general.
Waiving activation fees is actually not possible. Staff told me all I needed to do was return to the store “after 2 weeks” to get them waived. When I returned to the store, staff told me they actually couldn't do it in the store and that waiving the fees needed to be done in the app. It turned out fees could actually not be waived in the app.. I was then told I need to call customer service, who then told me they do not waive activation fees under any circumstances.
I later discovered a new line and unnecessary mini iPhone will increase the bill, also contrary to what I was told. This was a phone and line I explicitly stated I did not need or want, but was assured I needed in order for my bill to be lowered. AT&T customer service later told me over the phone store staff had misled me about what the carrier can provide and do.
My bill increased from $406 to $571 in one months. Over time, my bill would increase dramatically,, according to customer service. The whole scenario was not a pleasant experience. I literally spent hours on the phone with lots of people trying to resolve this.
So after *20+ years* with AT&T and never missing a payment or making a late payment, I signed up my family for T Mobile. Hopefully I will be with them for 25 years…like I was before with AT&T.
T mobile staff were shocked at how AT&T store staff and customer service dealt with the issue, and speculated that AT&T employees at this store are likely encouraged to lie to customers and push additional, but often unnecessary, lines and products. My new T mobile bill is $207 a month, plus brand new phones for all of us. And they’re paying off my new iPhone 13 from the AT&T store. I wouldn’t have minded paying more to stay with AT&T, even $400/month, but just couldn’t do it after this experience.
I am disappointed with my store and AT&T as a company, particularly as a [former] 20+ year customer.
2 years ago
Chris Hall Lancaster, PA
Promised by Rep:
A) $1000 credit for 1st trade in and $350 for 2nd trade in. Questioned evaluation several times in disbelief. Rep assured us we'd get $1,000 & $350. Rep told us we didn't have to hand over phones for 30 days and encouraged us to take them home to make sure everything transferred. When we returned, they told us not trade-in eligible
B) Rep told us the 3 line Unlimited plan would be less than the 2 line Unlimited plan and that after those promised trade-in credits, our monthly bill would only increase from $132 to $164. Again, questioned Rep MULTIPLE times in disbelief and he assured us accuracy. Even heard him pitch the same "savings" to the lady he starting helping after us while we waited for phones to transfer data. .... Received 1st monthly bill and it is $300.73
Store told us to call Loyalty Dept to dispute. Loyalty Dept told us we had to go to store to dispute.
2 years ago
DO2023 Oxford, PA
ATT is a very deceitful breaking disclosures type of company . I am with them for over 25+ years and today they are the worst to deal with , sales lies to make quotas , you have to speak with dozens of people (robots) to even get somewhat of an answer but they never fix the issue , so many lies , I spoke with over 41+ reps and many managers trying to fix the billing and service issues , still to this day incorrect and keeps going on and on. One manager said if you have to drive up the road to use your phone may be better reception there ? What really ! Call BBB , FTC ,FCC ,
CPB at local and federal levels they will check it out and keep posting , someone has got to pay attention , oh yes not to mention if you are seniors they will try to rip you off even faster!
2 years ago
Marisol Badillo
Worst customer service ever! I did a wireless trade in on July 4 2022, the phones were supposed to be shipped to us, but only 1 was ever received. I called Loyalty several times to tell them that we hadn't received the phones and their only response was to check the tracking, which didn't show ANYTHING. Finally 5 weeks later we went to a bigger store and told them what was going on to see if they could help or get us new phones. They couldn't see anything in the tracking either, and couldn't cancel it, but instead of filing a report for a stolen phone, they just created new records to sell us new phones. We thought everything was fine until November when we were billed $800 for those missing phones. I have called and complained numerous times, I've complained in the store, I've complained to the Area Manager Mike M. I've had them create stolen phone reports, and reimbursement incidents in my behalf and everything keeps getting rejected because it's been over 90 days since the initial shipment. I know that! AT&T waited 4 months to bill me for it, and now they want to blame me for waiting too long to report it stolen. And despite all the notes on my account about this, and all the times I've spoken to "Loyalty" they STILL turned out phones off and forced me to pay $700 to turn them back on! AND they have me running all over town talking to UPS trying to track down proof that it wasn't delivered, like their errand boy. As a customer I should NOT have to do AT&T's job for them, and I should NOT be charged for something I have been telling them since July that I did not receive!
2 years ago
Steve Marks Manchester, CT
LOAN SHARK LATE FEE'S!! I'm SICK of the exhorbitantly HIGH-* 'late fee's ) when I I pay my bill a few hours to a day or 2 after the due date!! Once or twice a YEAR! The fee amount is 18%!! I've been with AT&T for decades- through ALL of their name changes and NOBODY ( credits cards, loans etc ) immediately charges a late fee-ONE MINUTE after MIDNIGHT- never mind a HIGH one! MOST companies have a GRACE period ( normally 7 to 10 days! ) and I'm NEVER more than a day or 2 late-maybe 2 to3 times a year! I often pay EARLY..but that doesn't seem to matter! I'm disabled and living on a fixed income and have been a LOYAL and GOOD cuntomer of AT&T for DECADES... Time to find a BETTER phone company that RETURNS a customers loyalty! Who the heck is RUNNING AT&T wireless these days?? A bunch of LOAN SHARKS??
2 years ago
KeKey Jones Bothell, WA
I have regretted this decision from the day 1 of there reps approached me in Fred Myers. Claiming to have some promotional deal. Bottom line At&t service, At&t phones and At&t accepted trade ins from me. But if I walk into an At&t store. They can't help me?? Make it make sense. My daughter Traded in a NEW Iphone pro max 13 and I traded in a NEW note 9 64gb but, we owe the same amount on our phones!! HOW? Her trade in value was clearly higher than mine. Also the phone she got is worth more than my new phone. But we owe the same amount of payments. NOTHING WAS AS PORTRAYED IN THE BEGINNING. I WAS COMPLETELY AND UTTERLY PLAYED.
2 years ago
Rick Webber OK
I did not like how they deal with business... I made a payment on my phone on the 19th of December on the 20th of December I pay for an upgrade which they promise would make it before Christmas Day... I later found out on Christmas that it did not happen... Every deal that was offered was now taken away yet they took my tax payment for the new device and made me pay off the device... But because another bill came in on the 21st They did not send my order neither did they tell me about it On December 26th after I found out we did not get the device they told me I had to make another payment of almost $400 for the new bill I paid that on the 28th of December and they told me after I paid it that I have to buy the. New phone With no deals because my phone payment has been late too many times yet in my app and while talking to them they were telling me about the $5 deal And all they can say after that was I'm sorry I can't do anything about that.... You don't do business like that
2 years ago
Boggled Chester Springs, PA
I have been with AT&T for more than 30 years. I have more than 10 devices on our cell phone plan(a). When AT&T Wass the most expensive carrier. I stuck with them because of their customer service. Through thick and thin I have been a loyal customer. But in the past year, AT&T has changed my plan every time I speak to them. So when I call to dispute a charge on my plan, they say they fixed it and the next month it shows back ump again. In May of this year I was paying 20.00 per line and now I am charged 40.00 per line! That plan includes HBO (which I don't want through AT&T, and the "highest unlimited text and data plan we have". How can something unlimited be high or low? It's either unlimited or it's not! And lastly, when I call AT&T I'm sorry but I am so sorry to say that I am tired of people saying "in regards to this" and "in regards to that" and when I ask a question, they answer a question I didn't 't ask. The understanding of the English language has gone the wayside at AT&T. All they do is run you around, putting on hold when you ask for a supervisor, coming back and asking why you are asking for a supervisor, putting you on hold, coming back and asking if they can help instead of the supervisor. It's ridiculous. They have gone from a #1 company for me to a -10 and a company I truly wish I could dump easily because if I could I'd dump them today!
3 years ago
Jenny Russell Doniphan, MO
I don't even know where to start. This company is a joke. They make promises they can't keep. They change your plan without informing you. They can't get your bill right. EVER! I have only been with AT&T for 6 months and I have to call them at least 3 times month take the correct something on my bill. I have had to file two warranty claims because of faulty phones. When I filed the claims I was told I would rather new phones within 24 to 48 hours of the phone call. One phone took 6 days to get to me. On day 4 I was told by a technical support manager that I can track down the phone, find the UPS truck and go get the phone myself two states away. Now today I'm dealing with the same issue today is day 2 and the phone hasn't even been shipped, after I paid the extra money to make sure I received it within 24 to 48 hours. As of right now they are telling me the they they can't do anything to help me.
Date of experience: November 08, 2022
3 years ago
Kerri Jones Cocoa, FL
I have been with AT&T for three years. On September 9, 2022 I was offered $1000 off for my iPhone trade-in and my mother’s trade-in iPhone. We received the phones and I call AT&T to see how we get the new phones onto our numbers. I didn’t find out that the store representative at Sam’s Club in Cocoa Florida had actually added two lines without my permission. The two lines added had the new plans and the phones attached to them. I explained that I did not authorize two lines and the two phones should’ve been on my phone number and my mothers. And then told that I need to return both phones because they couldn’t change the plan to the other phone numbers. I return the phones as instructed and it took a month to get all the credit back and the phone plans removed.
After all of the hours spent on the floor on the phone and seven trips to the store I’m told the promotion has changed to $800 instead of 1000 and AT&T can’t honor that promotion. I said fine then credit my account the difference of the $200. I was told they do not credit the account unless it is an error on the account. In my opinion it is. I’m so sad to have to leave AT&T but at least my phones are at zero. I have text messages between me and the sales person as well as a log of phone calls. He promised to take care of all this for me and said that Sam’s Club has different rules. He now tells me he’s moved to another store and he can’t do anything. All I know is if this is how AT&T and Sam’s Club who represents AT&T in their store does business I don’t think I want anything to do with either one. Beware and avoid dealing with AT&T especially authorized sales places. Apparently they can say and do whatever they like and nobody is responsible.
3 years ago
brendan phelps Glen Carbon, IL
Everything was fine with the company until I tried to leave. I was on the phone with customer service for 2+ hours just to cancel my plan and unlock my phone. All while they kept hassling me about newer better plans when I was very clear that I wanted to stop using their services. I made sure to ask if after this last transaction that I would owe nothing more multiple times, and they assured me every time that after I left AT&T that that would be the end of it. Fast forward to two years later after not hearing anything from them a debt collector is trying to collect a debt from back when I canceled my plan with them. I received no calls, emails, text, or any other type of contact from AT&T about an outstanding balance until now.
3 years ago
Gina Donofrio
What can I say about AT&T. There's no question why it has been in business as long as it has been. Great service, phones, warranties, and Customer Service.
3 years ago
Robert C.
The problem with AT&T is that they are expensive. If you are going to sign up for five or six lines, you are probably OK, but for seniors who only need two, not so much.
The cost per wireless line might be competitive with other carriers if you did not have to sign up for multiple (4) lines to be eligible for the good rate and national discounts. Everything has switched over to unlimited talk and text, which is an improvement, but the per line cost is still higher than the rest of the field.
3 years ago
Eid Rehmat Collierville, TN
I have AT&T cellular service for over 15 years
In the middle I switched to sprint but didn’t have good experience I got back to AT&T now it’s been good service
3 years ago
Zack Labladjyan Granada Hills, CA
When I purchased iPhone 13 online $1299 was told I will be able to port my phone number from Simple mobile. After getting the phone delivered I tried calling AT&T 6 times to port my phone number and every time i was told 24 hrs and 48 hrs it will be ported. But never worked, after finding out they will not be able to port my old phone number i told them to cancel my service. I was told to take it to the store to return the phone and when i did I found out i had 14 days to return so they were not able to take it back they have 14 days return policy. After couple of months i got an email that they reported collection on my credit bureaus that i owe AT&T $1799.80 . Then I went to the store and the manager told me they will never be able to port phone number from my service provider because they work together. So they lied to me and sold me a phone that i will never be able to use with my old phone number and they charged me extra $600 for fees and cancellations. This kind of service is not acceptable, not only they charged me extra on the phone and the plans they really messed up my credit score and im in the middle of buy a house. They are trying to make money off of people that are struggling on this hard days when people already have too much to worry from Covid-19. I would never ever do business with AT&T and will never ever recommend any of my friends or family to this mobile provider. They are all lies. Do not buy mobile service from at&t their customer service is really bad they hang up the phone in the middle of conversation.they lie to sell phone u cant use. They lie and sell service without providing the service. Its a scam don’t buy anything from At&t
3 years ago
Schapman Woodstock, GA
I was on a call with an agent in late March 2022, and she was very kind and helpful. She set me up with a new wireless agreement that allows for two lines. I am now being charged MUCH more and no one is willing to assist me in getting the transcript or recording of the call between her and I. The guy I was talking to said I was not allowed to have a recording or transcript. I was transferred to a different department to find out that the guy I talked to told this new lady that I just wanted to cancel... I corrected this and the lady told me she would transfer me to the proper department to give me the recording. It was a dead line. I am so upset with how they are tossing me about and not allowing for proper resolution. All I was offered was a one-time credit of $20... What a disgrace of a company.
3 years ago
Nell B Little Rock, AR
Where do I begin? The company is disrespectful, dishonest, rude, and deceitful. I've read several reviews where the consumer entered the agreement under false pretense; then, when calling to rectify the situation, you are transferred to several different operators to repeat your problem repeatedly. I see now this is an avoidance tactic frequently used in this company to avoid dealing with the customer's complaint, found error, or a dishonest practice. Absolutely absurd and factual statements! I am a first and last time customer of ATT&T. Please be advised this is a dishonest company with deceptive practices, poor connection, and poor customer service on a regular basis. The thirteenth month has been just as distasteful as month one. I will take the monetary loss to rid this disease; for prospective clients, don't waste your hard-earn money. I have learned the hard way.
Very Dissatisfied Customer
3 years ago
Joseph Bassil Hayward, CA
Truth be told, I had one of if jot the WORST experience with AT&T. I got this iphone 13 ordered over the phone, told the representative that I do need a phone number, I just need the iphone, made sure He CONFIRMED THAT just letting everybody know. The representative told me that I will get the iphone with a temporary phone number that’s gonna be deactivated once I receive the phone. DID NOT HAPPEN.
I called AT&T right away, explained that I do not need the number, went to their store, spoke to a manager over there and over the phone; filed a case and got a case number, tole me that it’s gonna be canceled in a 7-10 business days, DID NOT HAPPEN.
And here I am calling them now, and they’re basically saying there’s nothing they can do.
I WILL HAVE TO PAY FOR 30usd/month for a phone number I AM NOT GONNA BE USING, FOR A PHONE NUMBER I ALREADY ASKED FOR ITS DEACTIVATION A MILLION TIMES.
THIS IS BAD SERVICE! ACTUALLY PRETTY CLOSE TO A FRAUD
3 years ago
Steven Geimer Meadville, PA
ATT gave me an offer over the phone on a recorded line and now bill is almost twice what was absolutely committed a month ago on their recorded line. Customer service spent hours telling me sorry and then giving same price. I am amazed a company can be allowed to misrepresent their product like this and quote wrong price (they said 67 a month. bill will be 119). NEVER EVER TRUST WHAT THIS COMPANY SAYS. You must go to a store and get written contract with explicit bill amount. Over the phone commitment means nothing and they bill whatever magic number they feel. How can a company be allowed this to happen?
3 years ago
AlisaD Salt Lake City, UT
Had this service for almost 20 years and have never had a problem. Coverage is great in all areas. They also have a great family plan for multiple phones.
3 years ago Edited January 31, 2022
Michael White Irvine, CA
AT&T is ok if your do everything in their kiosk or store. But if you order an upgrade online, you better hope they do not use Enjoy to deliver the package. You will never get it. I finally gave up waiting 5 days for a next day delivery. The company Enjoy who does the deliveries, is the absolute worst! Excuse after excuse, promises of delivery, oh, and the 45 minute wait time for support. Unprofessional, and unactable. When my contract is up, goodbye AT&T!
3 years ago
C-Cubed Washington, DC
We were told when we signed up that our entire bill (two phones with unlimited plans) would be $120 a month and our first bill would be $223. Our first bill came and it was $442!! When I called, they “reviewed the charges” and then told me that was an accurate price. It’s a ripoff. Verizon is way better for the $240 a month (which is our monthly bill now). 5G runs so slow that you may as well not have your data on and it’s extremely difficult to load the GPS app because of constant service interruptions in the 5G. Even the LTE is useless. I get four times as many spam calls as I ever did at Verizon (5 calls just while I was at work from 3p-8p today) and tons of spam texts from people pretending to be AT&T and sending links. I NEVER had this at Verizon. If I wasn’t stuck in a contract, I’d switch back.
4 years ago
G S Fort Worth, TX
I currently have 4 cell phones with AT&T and have for over 10 years
The service has always been great and have never experienced any black.outs or ability to get a signal
4 years ago
Aaron H ,
Coverage is good but lacking in customer support. Got a deal on two iPhone 11's (Buy One & Get One Free) they didn't value the second device, so at the end of the day we had to pay them off. Thankfully T-Mobile was willing to buy out both phones (Over $1000) and give us two additional phones for half off. We are disappointed after being long time customers, but definitely not looking back.
4 years ago
Jesse Breffle Littleton, CO
Nightmare.
My sister was invited to look into a deal at a store, and the representative blatantly lied to her and was charged well over the promised price, even before any agreements were made.
On top of that the customer service has hung up, disconnected, ignored, and refused to help in anyway.
They then got charged on services they didn't use, didn't even have phones yet. They had to cancel their card to stop the charges.
AT&T has yet to help in any way.
This is not only worthless customer service, it is fraud!
I have never seen or experienced this level of ineptitude in a company.
It is laughable, baffling, and embarrassing, that a company of such size, has such a high level of incompetence and useless customer service.
I will never use or recommend this service to anyone.
4 years ago
Michael Curole Metairie, LA
Crappy phones! Incompetent technical support! Ridiculous troubleshooting protocols!
My mom had a Doro AT&T phone for 2 years and it started failing. Understandable. I Bought a new Doro AT&T phone with new sim and it started locking up within days, several times, requiring a battery pull to reset. Finally call tech support and they spend hours wiping the phone, wiping the sim, then telling me to wait for days for a new AT&T sim or go to Target and buy a new AT&T sim. I go to Target and get a new AT&T sim. Call tech support back and it fails just the same. They say go to Target buy a TMobile sim. Supervisor PLEASE! He reads from the screen and says that is the protocol. Crazy! We have been using AT&T sim on the old phone, the new phone as well as having AT&T service with myself, my wife, and kids with no issues. I am driving all over town, buying new sim after new sim so they don't have to replace a 45 day old $50 phone. I haven't even paid the bill on the phone yet and cant get a replacement. Stupid. Stupid. Stupid! Imagine your 83 year old mom trying to get her phone to work.
4 years ago
kaylie mahar Springdale, AR
I have only had good experiences with AT&T. They always answer any questions I may have and give me the best deals they can when I am thinking about getting a new phone.
5 years ago
Gigi Derolf Ocala, FL
They do a pretty good job customer service do a super job and if they can't help they send make sure the next level of tech support to take care of your issue
5 years ago
Alan B
AT&T have been our cell phone provider since 2010. We especially like the international capabilities as we travel a lot out of the US. They could, however be a bit cheaper.
5 years ago
Joseph DelPonte
AT&T general customer service through their 800 number is terrible. People are not well trained. The story is long, but last fall, family decided to move over from Verizon for the hope of better signals. AT&T had a promotion for $700 trade in on new iPhone with new service ported from another carrier. Attempted to do this online but needed to call customer service. It took over 2 hours to complete. The phones came inline but the directions on how to send pin the trade were WRONG. The result is I lost the $700. No trade allowance. Argued for weeks but no consideration at all. Shame on me I guess. If I could, I would pay the full cost and cancel service today. BTW, signal is better in some ways, worse in others. Have to try what works for you.
5 years ago
steve Idalou, TX
Don't think much of them, was a customer for 15 years, even before they became Verizon. Came time for a new phone and the only good deals were for NEW customers and adding a line. They don't value their old time loyal customers. Sorry I became a new customer of ATT.
5 years ago
Bree Michelle Atlanta, GA
at&t is the most popular known cell phone service. it has great signal any and every where just about . customer service can be a lil too much but at&t it's good with me
5 years ago
Gina Miami, FL
I’ve had AT&T for about 8 years now and I’ve never had an issue. My boyfriend has t mobile and every time we go out of the country, he doesn’t have signal and I do.
5 years ago
Ioana Asiata Herriman, UT
AT&T has great connection in almost every area I've been too. The plans that they offer are a bit expensive and the data plans are if you're not already signed up under an unlimited plan. Customer service is great.
5 years ago
Summer Porter Managua, MN
AT&T is a great cell service company. My only hesitation is their pricing in regard to international plans. For someone who loves to travel and is always abroad, their plans are extremely expensive and if I am paying large sums of money a month, I would expect better coverage and more data.
5 years ago
Marie Miller Centreville, VA
Customer service is good and coverage is also good but the fees and taxes are outrageous. We bundle with Direct Tv so we save some money; however, we are thinking of trying Sprint or T Mobile.
5 years ago
