AT&T

I suspect you are looking for a positive review of AT&T Wireless, so I can't leave one. I am currently unable to resolve an issue where the firm continues to bill my account MONTHS after I left the service. Now, they have affected my credit rating by turning it over to a collection agency. AT&T still calls me to resolve the issue, but it goes silent when I answer. They also sent emails regarding the problem, but the email address is a do not reply. I got to speak with an agent once, and he couldn't understand the issue. I'm most frustrated.

Incredibly deceiving and unethical business practices. Also, incompetent and condescending manager which will be rude to mask her own inadequacies. Stay away!! I went in there to open a new cellphone line. Of course, I decided to ignore all the negative AT&T reviews online and went for it anyways. I wanted the $300/year - 16gb prepaid line. I expressed that but the initial worker that attended me(Mike) told me that in order for that plan to come in effect, I would have to select the $30/month one, which only had 5gb of internet. He said that I would have to have that one for a month and that the other plan would start the next month. I went on my way. I later find out that this is not true. I went into my account and the original plan I wanted is not even offered to that line I just opened. It said that the current plan that they signed me up for would automatically renew in 30 days, which is not at all what I was looking for. I went back in the store to hopefully get this straightened out. I was met with the most rude and condescending manager. She tells me that she was present when I was explained the process(which she wasn't) and that I signed into it. I told her that I came in for a very specific plan, which they lied to me and said would kick in next month, which isn't even an option after all. She says that they do not offer the original plan I wanted in store... I told her that they could have just told me that instead of making it seem that this was the only option. She then said: "how could we even tell you this was not an offer since it is something I didn't even knew existed until now. We only offer the plans that are in store. You came to the store right?". At this point I am highly irritated so I ask if I can get a refund and cancel the line. She says that they offer no refunds for prepaid lines(even thought I got it not even 2 hours before that interaction). The whole issue is that they lied to me. In order for me to get the original plan I wanted, I would have to open ANOTHER LINE with a DIFFERENT number, which is a huge inconvenience and not at ALL what I was looking for. They knew this but of course, her incompetency would not allow her to even process the information that was presented to her. I do not have her name but I will find it and update the review. I usually hold understanding for customer service representatives in general but when you initially meet a client with attitude and disrespect, it shows that you have no place in serving that sector.

I have been a loyal AT&T customer for 19 years, but my recent experiences have been extremely disappointing. For the last four months, AT&T has been overcharging me, and despite numerous calls to customer service, the issue remains unresolved. Every time I call, I am put on hold for over two hours and transferred from one representative to another, none of whom can fix the problem. This level of service is unacceptable and has left me frustrated and disillusioned with a company I once trusted. I expected better treatment and efficient problem-solving, especially after nearly two decades of loyalty. Sadly, AT&T has let me down.

In November, 2023, I INQUIRED about receiving an old landline number for my business. I was signed up for an account without my permission and given a phone and phone number I did not know I was signing up for. It was supposed to be an INQUIRY, by which AT&T was supposed to call back because they had guaranteed I would receive a specific number. That did not happen. I received a burner phone that I promptly returned to the store on February 29th, 2024. The number was incorrect, and the store and store manager said they would take the phone and return it. I was assured that the account was closed, and that I would not have to concern myself with it anymore. I received a confirmation of the return order and an email from her apologizing that the account was opened. She explained that it was common practice for the Sales Representatives at AT&T to open up accounts even if they knew the correct service couldn't be provided because it boosted sales. She said there was absolutely no way that I could receive that business number with AT&T and that the initial sales representative had lied to me, in spite of the fact that I was given 4 different request numbers for that specific phone number. She said that it was not possible to create a request like that and that all four "request numbers" were fake. AT&T's own store manager acknowledged that! A few months later, I started receiving bills saying that I owe AT&T money for this account that was only in inquiry. Now, I'm being charged for services that don't even exist! When I called and spent EIGHT straight hours on the phone SEVEN, which were on hold, I was told that there was no way to close or cancel the account. I was transferred over 10 different times because there was no process. Several requests for escalation were refused. Even after physically walking into the store, requests to speak with a regional manager AND the vice president were denied because I couldn't "prove" my identity, even though I had my driver's license and passport in my hand. It is clear that AT&T has a DELIBRATE, INTENTIONAL system that is set up to take customer's money without providing service. Each department can't do anything about anything, including signing you up for a phone! Such a system ensures that AT&T will never need to take responsibility for their terrible, irresponsible, and unethical business practices. AT&T lacks the desire to correctly "fix" this or any other issue. AT&T does not need any more "proof" that I do not have a physical phone that has no service. They can see that there is no phone and no service. If AT&T wishes to "investigate" something fraudulent it can start investigating itself. Naturally its system ensures that it won't find anything. So, in addition, they can set up business practices that actually work, where employees can actually do something about a problem. What's more, they can give their call centers the correct phone numbers to transfer a customer to another department. Hopefully someday they will be held accountable for their business practices, but until then, stay away. And, in the meantime, readers, consider reporting your issues to the attorney general instead of just writing your reviews- it's the only way you will be able to get your issue resolved. AT&T lacks the desire to correctly "fix" this or any other issue. AT&T does not need any more "proof" that I do not have a physical phone that has no service. They can see that there is no phone and no service. If AT&T wishes to "investigate" something fraudulent it can start investigating itself. Naturally it's system ensures that it won't find anything. So, in addition, they can set up business practices that actually work, where employees can actually do something about a problem. What's more, they can give their call centers the correct phone numbers to transfer a customer to another department. Hopefully someday they will be held accountable for their business practices, but until then, stay away.

I purchased a phone at the local AT&T store. Upon purchasing the phone, the customer agent told me that I would receive an email from AT&T that would assist me in setting up my account. I went to the aforementioned email and went to the link provided. The site had a link for “New User.” However, it would not let me set up an account, as it would not let me set up a password, even though I followed the instructions to a tee. The above is Example of Failing to provide correct instructions for setting up a password for an account to service a product I had purchased Next, I tried another method on the site that didn’t work. The above is Example Number 2: No clear direction as to how to set up an account that actually works. I finally found a customer service number (after much searching) and called it. Somehow I was able to set up a PIN, which was aggravated by the fact that the phone-robot voice kept missing my numerical input, though, again, I was exceedingly accurate. The voice said that it didn’t receive any input from me even though I entered it. It took several tries. The above is Example 3 - Shoddy phone equipment and Example 4 - Using a phone robot that you have to dumb yourself down to their level in order to get something done instead of being able to talk to an actual human being. Somehow I was able to get through to a Customer Service agent. I told them my problem, that A) I was trying to set up a password and the system would not let me, and B) that I wanted to purchase more minutes. The individual said that my phone was serviced by a third-party and that I would have to call them. He gave me the phone number. This, after being notified that I was supposed to call a certain number, which ended up being wrong. The above is Example 5 - Not giving me the correct instructions to begin with, instructions that were misleading, Example 6 - Selling me a phone that is not even serviced by AT&T, and Example 7 - A Major Corporation using a third party vendor. No. I was doing business with AT&T, not some other perception. I should never have to go to some other company, one that I do not do business with. I then called this other number. They wanted my PIN, so I entered it. The (robot) voice said it did not recognize my phone. The above is Example 8 - Not being able to detect my phone even though I had gone through all of the correct steps. Let’s recap. AT&T did the following: • Failed to provide accurate instructions on how to set up an account • Mislead me into thinking I was supposed to contact one customer service perception when in fact it was supposed to be another, which, again, I was never told about from the start, • Does business with a third-party vendor that the customer is just expected to interact with. That is inexplicable, when you are one the largest corporations in the world. Furthermore, this overly complicates things. And, I was never told about this ahead of time. • Shoveled me off to this third party vendor even though the original instructions said to call the original customer service number • Has shoddy equipment that does nothing but waste the customer’s time. • Uses robot phone menus and phone robots, instead of having live actual human beings to deal with. This is counter-productive, it is a case of going backwards. • Has an online interface that is confusing, misleading, and just plain DOES NOT WORK. Finally, I took the phone back for a refund. The customer service agent did not even ask why I was returning the phone. Out of the over $126 I originally paid for the phone and minutes, I ended up with a “refund” of $23.96. This means I went through the process of purchasing a phone, then going through several erroneous processes, was not able to find the correct help, all for a phone I was unable to use because I could not add minutes to because of the above incidents which display the company’s misleading practices. On top of that I was never told about the fees one incurs upon making a return. All told I lost over $100. And for what? I think any reasonable person would agree that this constitutes a scam on the part of AT&T---i.e., fooling consumers into purchasing a product which intentionally does not work, so they can end up pocketing the “return fees”, or, if the customer does not make the return, the company keeps the entire amount. This is wrong. I have therefore reported AT&T to the FTC for fraudulent business practices. Furthermore, I will never do business with them again and will never recommend them to anyone.

This company is a SCAM. I have something on my credit report already because AT&T sent me 2 different numbers. I only picked one of the SIM cards, and I was using that number for years. Then I started getting mail from a collection company saying that I had $250 worth of debt to AT&T. They never contacted me, and they sold my information, even though I never used that other SIM card or number in my life. Now I changed to VERIZON on February 26 after paying my bill for the last month to AT&T, and these people sent me a regular bill of $67.45 for March. I called them and let them know the same day I switched to Verizon. I needed to call again and ask for a refund that I never got because they took my money. I needed to dispute the charge with my bank. And again today they sent me a bill that I supposedly need to pay on April 16 for the same amount. Meanwhile, I have been with Verizon for 2 months already. Your customer service people are trash. This company is at most mediocre and a scam. And I will call again to cuss them out because I don’t understand how I can continue to be charged for 2 months straight after switching and not even using the same number that I had with AT&T. Now if I let that email be, and I don’t call them to see what’s going on, this company will put a debt on me and sell it to a collector and try to mess up my credit. At this point, I will contact a lawyer and file a lawsuit against this company.

AT&T gave false information about the account and PIN we needed to transfer service from AT&T to T-Mobile several times. This wasted a week, and multiple hours were spent EVERY time we tried to port the phone number over to the new phone with T-Mobile. T-Mobile was great! AT&T lied, stalled, required five people on a conference call (including my husband and me) to transfer the phone number to the new phone. IT WAS SUPPOSED TO BE A 5-10 MINUTE PROCESS! Upon complaint to the AT&T Leadership Team, all I got was a phone call from the office of the president. During that phone call, Kevin advised that I can't expect everything to be accurate on AT&T's end when we're asking for information. Additionally, AT&T offered no financial payment for our hours spent on the issue due to AT&T's mistakes and false information because it wasn't our account, but a work account through my husband's company. Never mind that it still should have taken 5-10 minutes. The fact is, if you are transferring any number to your family plan carrier, you MUST be on the phone with these people. DO NOT WASTE YOUR TIME WITH AT&T GAMES. My husband, his company's IT person (the AT&T account owner) and I wasted over $1,000 worth of work time BECAUSE OF AT&T. They won't take accountability and won't pay us back for lost productivity.

Do not use AT&T or their online trade-in service. I traded in an iPhone 11 and they are claiming they received an iPhone 8 so I am not getting any money for my trade (costing me over $800). There is no oversight of their "back office" that processes trade-ins and there is no way for customers to verify what was sent in. They told me I cannot use Find My iPhone to locate my phone or have my trade-in phone returned to me. They told me there is nothing I can do that their "back office" has made their decision and I am out of luck. Have been a customer of AT&T for 20 years and will be switching to Verizon and I recommend everyone else does as well.

We have been an ATT customer for over 20 years (back when they Cingular). We recently upgraded our phones with a trade in. We pay for 5 lines. Phones were picked up at an ATT store. The gentleman at the store helped us factory reset the trade-in phones and mail them back in. ATT has denied our trade in stating the phones were not unlocked - They don't know how to do that? Now they want us to pay $60 more every month. We are old - we cant afford that. After spending hours upon hours online, and with phone support, and the store... we are out of luck - they don't care one bit. And since their processes take so long, it is past the return date of the new phones. We are jumping ship to Verizon no matter what it costs. ATT does not care about its customers. Avoid them like the plague.

I would leave 0 stars across the board if possible! This company is a bunch of crooked folks. You think after being with them for years they would take care when a problem arises! Ha! What a joke. At this point, ANYWHERE is better then Att&t! We cought an added line with 0 usages, we NEVER ordered or received. It was paid for in someone elses credit card that was NOT OURS! Yet we are told they can do nothing and we have to continue paying off a phone that we NEVER ordered! Causing our bill to be up an extra 70 dollars a month on top of 5 other lines we actually have! We were literally told, too bad so sad. DO NOT TRUST THIS COMPANY! RUN!

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

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.

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.

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…😡

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

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.

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!!!

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.

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.

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!

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

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!

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.

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.

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.

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!

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!

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??

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.

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

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!

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

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.

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.

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

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.

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

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

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?

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.

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.

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.

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.

charge way to much when you only turn it on when you go out someplace-I am a senior and have a landline-used to use u-verse but got rid of that-want to get rid of this wireless to but owe on a phone so have to pay over 50$ a month for .6 gb of use plus $25 for the phone-ridiculous and they won't just charge for the phone if you switch, they keep the phone on until you are paid off-had this with 8 phones on it a few years ago and my family decided to switch to verizon and they said they would take care of the payoff of the phones because they needed to switch to their phone, didn't happen, cost me over $3000 due to AT&T wouldn't even ck it out and kept their phones live until I paid off the phones and was threatened every month with lawsuit even though I was paying the bill-I hate this company so beware.

I was called by AT&T a few months back and offered a free phone based on my years with the company. I thought this was a nice offer, the cost of $15 was added and then credited to my account every month. The total price was over $400 for the new phone. In investigating other service providers, I called AT&T to ask how I could use another provider at a lower rate and was told that I had to pay off the balance of the new phone. That connects me to AT&T for another three years if I could not pay off the phone in one lump sum. So, I either have to pay off the " free phone" or continue with AT&T. I was not told this during the initial phone call. I think this is totally wrong. All the parameters of the " free deal" should be explained at the onset.

After buying a phone from them a month later I called the call center over a question on my bill at which time I was informed that I qualified for a free phone just like the one I just bought and after many questions I finally agreed and was told all I had to pay was sales tax upfront so I did. A month later the bill comes and they are charging me for the phone. I called the call center and they said that they could see in the notes that I had been told that but that was incorrect , I didn’t qualify and now I owed for the phone because they couldn’t get around the BOGO rules my arguing with them went on for a time but needless to say I am no longer a customer and the day I went in to pay my bill I started talking to someone who couldn’t believe it because that’s what happened to them too . How is that even legal? I refuse to deal with a dishonest sneaky company

I've been with AT&T for 48 years. Many years ago, it was your only choice so you didn't know if they were good or not. Now they have competition, and each year their ratings have gone down. Verizon is now the #1 choice of most. When I call AT&T, I spend hours trying to get answers to my concerns about my cell phone to no avail. The employees are not trained are not customer service relations employees. They are there to just answer the phone and hope they can make you happy. AT&T owns Asurion which is another issue! I've had to deal with Asurion over two phone situations and each time have to send back the first phone I received. You would think AT&T would have given me a new phone when my I-phone 6s exploded in our pickup. Scared me to death and luckily I wasn't talking on it at the time. It cost me $240 after insurance, cover for screen for both phones, and paying to have data on both phones downloaded. This is the second $240! They are unable to download your data to a wireless computer. I plan on checking to see if I can keep my phone number and switch to Verizon. I've had it!

I live in a very populated area outside of Baltimore MD. My wife and I pay over $300 a month for our AT&T service. I would not recommend them to my worst enemy. There is no reason that for the money we pay each month that I cannot make a phone call anywhere in my house. No signal...ever. As I said, we live in a densely populated area. I Have to physically leave my house to get signal. It’s not just my house. The signal drops in various different places throughout the county/state. Do yourself a favor and go with any other company out there. I can only hope other service providers are even just a little bit better. Looking forward to trying Verizon and (hopefully) being able to make a call from the comfort of my home.

Internet and U-Verse installation when we moved was a nightmare. I also didn't get refunded for returning equipment for months. Most recently, AT&T changed the date of my auto pay for my wireless account, which means I'm now paying two weeks earlier in the month AND my phone rebate doesn't hit before my payment so this month my bill was about $30 more. They said I can keep the previous auto pay date if I change from a credit card to a debit card. Give me a break! I wish I could completely leave AT&T but that would cost even more money and would take a lot of work. We'll see - I still may do it.

I have been with Att since 2009. I have purchased two phones every year since then. I’ve never missed a payment. I’ve only had iPhones and in 2013 I added two iPads. When attnext began, I jumped onboard, and have always had good luck. Then the iPhone X debuted and I still had my 2 iPhone 7s so I upgraded early and paid the fees associated. Herein lies the rub; my iPhones x arrived with an old iOS but I had already upgraded my iPhones 7. Unbeknownst to me, this created a situation unfavorable for completing a final backup of my old phone, which would be photos videos and messages to go to my new phone. Several phone calls were placed to att letting them know of the problem, and I even considered giving up and returning the phone to the store. I went to Att in Woburn Ma and the front door of the store was locked. So I went in through the sevond entrance. The manager asked me why I was there and when I explained, he told me he didn’t think he could help. I questioned that having had returned phones exclusively in store. He told me he couldn’t find any phones to be returned under my account. Funny thing- he never took my name, number, or my device. I left, calling Att on my way- explaining that I tried to return the phone, but noticed that I still hadn’t completed back up. This was my third communication with Att- I explained that I was worried I was losing important data and the rep said don’t worry- it doesn’t matter if you’re a little late- but check that both iOS are the same. Three more tries and two more calls to att with assurances from reps and supervisors that my data was more important than a deadline and finally I got it all backed up. I called att and explained that I still didn’t want to be charged- they said you haven’t been charged, but you need to get the phone back- the rep made a note in my account and told me to go back to att speak to a manager at the store and that her note would recommend to him that he should accept the phone. He couldn’t. He did print a return label for me, so I went home called att, explained that, and promised to ship the next day. I offered to call back with s tracking number, and was told absolutely to do that. I did. I called back two weeks later when I was charged for the phone I no longer had. The rep said they will absolutely remove that charge when they process the return- it’s the holidays so it shouldn’t be a problem, but it might take a bit. Yesterday, I got a call from my mom, who will also be a former att customer soon and was told that a package had shipped to her house??? I opened the package, and there was my phone, with a sticker slapped on it, and a note- it said this phone is yours to keep. You missed the deadline for returns. Thanks for being a loyal att customer. I called and spoke with Juan: I stated that I was upset about the above and that I felt att deserved one last opportunity to make things right for a good customer. Juan said he could help, then said he could make it “real simple for” me - “you missed the deadline. It doesn’t matter why or who you spoke with. “ I asked for his supervisor, he said one moment, and I was connected with McKenzie- she was a rep in account cancellations. I asked again for a supervisor. M said she could help. When she couldn’t I asked for the supervisor again and she said no supervisor at 5pm est was available and that”this was the last word. “ I tweeted @AttCares at 7:33 last night anc they replied saying the would try to make things right and I’ve never heard another word. I am very disappointed.