AT&T

I signed up with AT&T as part of an AT&T staff offer whereby a staff member can have up to 10 lines, and pay only for the access fee for the first four lines, with the rest having no access fee. This seemed like a great offer, with the monthly total for each line coming in around $20 (comparable to many multi-line plans from other providers), so I signed up 10 lines of family and friends. This was when the nightmare began. We spent literally 30-40 hours on the phone, bouncing between employees who made so many mistakes that it went beyond a joke. It took over 2 months to finally get the lines set up and several people couldn't get their numbers ported and had to start from scratch. Then the bills arrived. Despite the fact that multiple AT&T employees confirmed the offer of the free lines, we were then told that this was incorrect and that every line had an access fee. This meant that each individual line averaged out at round $35 per line. After going through the hassle of moving 10 accounts across to AT&T, we have been completely misled in every conceivable way and lost days of time. What's more, every single time we've had to call AT&T, there are no records of our interactions, so we have to start from scratch with every staff member, wasting 30-40 minutes with each one before they handball us to someone else to start again from scratch. I've just spent more than two hours on the phone before being transferred to a department that gave me a message to call back during business hours! AT&T is the MOST disgraceful telecoms company on the planet. While so many companies are offering discounts and special offerings, AT&T is still charging prices from the 90s. Their customer service and record keeping is deplorable. Such a shameful, disrespectful, misleading, dishonest way to treat loyal customers!

Have had a defective phone for months. My first attempt to get technical support at the store I bought it from found them shoving me off to some 800 number searching endlessly for a human. When I did go into a store the deductible was stupid. Decided to live with it. The phone recently got too bad to use. I wanted to interact with a human, weigh my options and decide on either a new phone or just file a claim. So I went to a store where they politely took my name and put me on a wait list. 30 minutes later when I was called the agent provided me my options and said my deductible would be 164.00. Then signed me into a website I could have gotten to at home. It said the deductible was 225.00. So I asked the rep which was right. He pretty much dialled the 800 number in the store and I found myself trying to navigate to a human to ask a question. Ahhh. I finally said to the store manager 'how do i get to speak to a human!'. He hit a few options on the 800 number and had me put into a call queue. The option for this was never presented to me by the bot. When I finally got a human she put me on hold and then forwarded me to another queue for the insurance provider after I asked about the deductible and she did not know. Finally I got taken off hold and told that my deductible was actually reduced by 50%. Good news eh? 112.50. Had i filed the claim online they would have charged me double. Neither the manager in the store, the sales rep nor the insurance rep acted like they gave a damn about the inconvenience or the pooooor customer support. At one point I said 'this is horrible' to the rep. 'I feel ya was the response. This is not the first horrible experience with this company since I switched. If you care about being treated like you're the source of their income and appreciated this company is NOT for you. Run away screaming. My wife and I are switching services as soon as feasible.

You better hope that if you have a relative who dies and you need to cancel their AT&T service, that you have their password and/or the answers to their security questions.
I thought I had the password, but it had been changed. Talked with a relative and got a second password but it had also been changed.
After three different phone calls to their customer service, and two store visits, I still don't have it cancelled.
After the first two phone calls didn't work, the third customer service person told me that I needed to go to any AT&T store in the town where she had died to cancel service. Her town doesn't have AT&T store and the closest is 11 miles away, and I live at five hours away. Big problem.
Another call produce the information that it didn't need to be a store in her town just any AT&T store. Not true, it has to be an AT&T corporate store. I went to the AT&T corporate store, only to find out the manager was not on duty, and he's the only one with the code to change the password. I learned a little more with each contact. Not a single person in six interactions had given me all of the following information.
You need:
1. The customers account number.
2. You must go to an AT&T corporate store.
3. Call ahead, as the manager has to be on duty, 4. You have to have a death certificate.
5. They didn't say this, but I would bring proof from a probate court that you are the executor and a photo ID to prove you are that executor.
This should get you the ability to get a new password to cancel the account.
We haven't gotten that accomplished because guess, what I have a life!
Meantime days have passed and the bill has gone up and we haven't resolved the issue.
I am turning this over to a relative whose is also an executor.
Hopefully, with the above information, he will be more successful than I was

I'm a big fan of AT&T overall, and been a customer for many years. Usually enjoy visiting the store for account help and to look at the new devices. However, I won't be going back anytime soon - especially after my last surreal experience. Soon after entering the store, an employee approached me and stopped about 10 feet from me - he was expressionless - no hello - no "welcome to AT&T, my name is___, and what can I help you with today". He just stood there glaring at me as if I was in some sort of trouble - he actually looked angry about something, and he was menacing with his appearance and overall approach. A rather strange experience would be putting it mildly. I greeted him and attempted to step just a bit closer, and he took a step backward. I am a professional business owner and I was well-dressed, so I was having a difficult time understanding his version of 'social distancing' at 10-12 feet (the mask ordinance had been lifted months prior, and no one was wearing a mask.) This guy has NO business working with the public. I attempted to politely interact, he offered no assistance, and recommended that I call AT&T? I asked him for his name - he says his name is "Jeremy". I then left. A month later I went back to the same store and was greeted very professionally by another associate. After I concluded the purpose of my visit, I inquired about the associate named, "Jeremy" and described him. The friendly associate smiled and said, "Oh, that's EVAN, and he's a manager here... and EVAN has his moments" (What?!?) --- So, the bully lied about his name AFTER he treated me so poorly and unprofessionally. Truly a strange experience at the AT&T store on Woodruff Road in Greenville, SC! Good luck folks if you encounter EVAN -

Switched services from spectrum due to it being more expensive, $90 to $50 for internet through at&t and let me tell you, I'd rather sit outside holding an antenna I'm a thunderstorm than to deal with what I have in the last week or 2. First of all, the modem they installed wasn't giving me the 300mbs dl speed I signed up for and instead I was getting 7-9mbs dl and 300-400mbs upload, which is backwards. I filed for a technician, they canceled it through support and insisted they send me another modem. They sent me the wrong modem that is compatible with my original wiring. I called back and wasted another hour out of 7 through this process, and they sent me the correct modem. Now the new modem won't connect because it's looking for the original gateway(modem) and now they're sending a technician. This will be 2 weeks with trying to resolve this and a month and a half of service I am being charged for, that I've truly never had. I would not recommend and stay away or get out of this mess if you are in it. My next move is cancelation.

If I would put minus 0 I could rate them that!
My experience with AT&T was a total nightmare.
In April 2021, I signed up for a family of 5 lines and traded n 3 iPhones in perfect condition and was promised to receive $700 for each phone. ATT& T made a mistake by messing up my phone order and sent us by mail different phones which are not what we ordered and delayed our trade in process because of their mistake.
They informed us that the trade in will need at least 4 bill cycles to kick in, I waited for months and months, it never showed in my credit nor did I receive cash reward for the sum I was promised. I have visited their office multiple times, called numerous times and was on the phone for 3 hours each call being tossed from one assistant to another like a ping pong ball left to chase them for 2 years, last call their supervisor apologised and told me he will send me a gift card for $2100 equivalent to the 3 traded in iPhone X max but after a month of waiting still the lies continue. He promised I will receive an email with details of fixing my issue but I never did.
They keep sending me large bills each month even though I paid off all my devices and canceled their service. Stay away from this joke of a company, all they do is lies and promises they never fulfil.
I need my gift card for $2100 or they give me 2 new iPhone 14 devices.
AT&T was not fair and made my life miserable with all the loops I kept jumping, running in circles and they never cared. All they cared about is their huge bills wanting them to be paid although they were totally fraudulent bills because I cancelled my service with them.

I know that AT and T will do nothing about this as they don't care and are too big to care. I have been with ATT / cingular since 1995. Just google the word ATT ripoff and see all that pops up. According to ATT all the companies are doing this so f course that makes it right!

I am eligible for an upgrade for 3 family plan phones. I chose the 2 year contract and was shown an absolutely free phone (note 4) online. Then I was told that by upgrading I would lose my $75.00 total credit per month. So in 2 years using the next plan, I would lose a total of 1800. 00 or 600.00 for each FREE phone. They want everyone to be on the next plan as this is how they make money but what they say is that some people don't like contracts. (I do)

I was told by sales online that if I pay 1958. 00 and buy the phones outright I would keep my credit of 75.00 per month (this is paying 150.00 more? Than with the next plan).

This system is not much different than all the money being made by car dealers with 7 year car loans.

AT and T does not learn its lesson well. They had roll over, took it away, then years later brought it back. They had unlimited data, made us buy blocks of data, and now are giving huge date packages for little money. So eventually AT and T will go back to giving a choice of contract or no contract which it does not have at the moment essentially.

Are Americans really this stupid? I think so if they fall for the next plan without doing homework.

(I believe last year or the year before, ATT was giving either a 15 or 25 dollar credit per month to those people who upgraded their data plan depending on what plan you got. I upgraded from 10 gigs to 20 gigs and was given a 25.00 credit per phone per month. That is 75.00 per month. This credit has been confirmed on several web sites. The employee at the store showed me the credit on my bill when trying to explain the next plan to me.)

Veryyyy frustrating experience. I attempted to buy a prepaid eSIM card due to needing a hot spot ASAP. I put all my information in and I am told to wait on an email with the activation information. The activation never comes, so I decide to cancel my order. I never receive an email confirming this, which I thought was odd, but hoped for the best. I later get an email stating that my eSIM card is being shipped. 1st of all, why would this need to ship- this was an order for an eSIM card, not a physical SIM card. 2nd I tried cancelling it, so clearly that didn't go through. Then I decide to call to make sure it is canceled, only to get hung up on by the robot because I don't have an AT&T phone number or account number. I try to chat using the text feature where you text 'prepaid' to *******. With this I instantly get a response stating 'Sorry, this service is not available.' Literally nothing on the website worked for me in the way that it should. I never received an email with an activation code, I wasn't able to cancel the order (I requested to cancel well before it shipped), and I have not been able to speak with customer service. For such a large, successful company, their website and navigation and customer service is a joke. If AT&T wasn't a large company, I would be wondering how badly I just got scammed and would have to cancel my entire credit card! I've never used AT&T, and after this I never will.

ATT raises the bar on ineptitude and horrific customer service. Here's my experience with ATT and why you should avoid them at all costs.

I called in late September to switch to ATT and was assured I'd have service by the end of the week. That was more than 6 week ago and still no service now in mid- November. During those 6 weeks of frustration, I spent hours on the phone and on chat with ATT and the only explanations were lame excuses like "lost ticket" and "waiting on 811 to locate utilities" even though the utility location was complete. On top of that I had multiple no-show appointments, and ATT cut the gas line when they finally installed the cable in November!

I finally got a response from a "Fiorello Webb" who alternates identities as "Harvey Non Technical" after emailing the office of the president in November. In spite of apologies and promises to resolve my issue, all she did was say "sorry" and bug me for a week to continue the installation with no acknowledgement of or compensation for my outrageous customer experience. She declined my request for a guaranteed 5-year rate to offset my time and frustrating experience which I requested as the only option for me to continue ATT installation. She replied with absolutely no other recompense beyond exploring "options at the end of your promotional year" which means more wasted time and effort with ATT and probably no positive results. Again.

Don't expect any fast or easy way to contact ATT either. You have to go through hoops with a robot to even chat on their customer service on their web site. The "Prefer to Chat" link on their website doesn't work. The text they sent saying I could track the technicians arrival was "unavailable" when I tried to use it.

In spite of all the advertising and mailings, ATT must not want or need new customers since they expect us to simply endure this type of egregiously poor service.

I was tricked into switching from verizon my bill was 60$, with a trade in I was to get my phone for free but had to pay $500, then 166$ that supposed to be credited back to me over 2 years. Since day 1 my phone has no service in my house wifi calling does not work after calling, going to the store they kept putting it off I am 3 month in and they want me to pay for an insurance phone, the phone is defective, to make it worse I did papereless billing and suppose to get a message when bill is due, I get a message pay or phone will be deactivatede whgich before 24 hours its off then they charge me $60 to turn it off and 35 to reconnect, this was not mentioned in any verbal agrement wehen I asked. Then I said I will cansel the service and im told I will owe $600 for the phone that was free with a trade in no where did they say I have to keep service they took a working s8 from me and wont give it back and $500 of my money. Do not buy at&t and to make it worse there service stinks in ny...

I was perfectly happy with T-Mobile who I have been with for years. I was trapped in a high-pressure sales situation while attempting to grocery shop and despite that I said no and that I wasn't interested, he continued to bother me. The deal sounded great as I was supposed to get 2 brand new Samsung Galaxy 22's for free and pay less monthly than I am paying now. This was TOTAL bull$#*!. I was told my bill would be $120 with all the service fees and taxes "out the door" he said. I was told about the one-time activation fees and that I would get discounts on by bill for trading in my old phones, which I did. This person was intrusive, showing me with ingenuine compliments, literally like, "I like your watch, I like your tattoo, I like your this, asking me a million questions that were none of his business to build rapport. It was over the top and frankly, creepy. I just wanted it to be over so I went with it to make it end faster rather than just walking away, which is what I should have done. My first bill came and it was $360! There is so much crap on your bill it's difficult to understand and when I called to ask for explanation, I didn't get a whole lot of clarity. The customer service rep did credit the activation charges to drop it by $60. By the way, the phones are free. You are paying installments each month and they give you a small credit back, but they are discounted, not free. Also, my monthly bill going forward would have been $140 not $120 out the door. Those trade ins - yep, you might get somewhere between $4 to $20 for your old phone and I had a nice S10 Edge plus and S9. A company that uses deceit to lure you in is not a company that will be trustworthy at any point in the process because clearly your best interests as the client aren't even on the radar. This is profit-seeking, greed, exploitation and abuse of power. I will be posting this on every forum I can find to help educate the public about these shady tactics. If you are happy with your company, don't jump ship. I will be looking at how to switch back to TMobile.

The worst customer service ever. Very unprofessional, you have to repeat the same question 4 times to make them understand what you need help with.

ATT International day pass is rip-off and charged $200 in the same billing cycle. Happend twices same way

AT&T has over charged us almost every other bill and when we ask them to fix it they quote the 'policy' that they can't fix the current bill, but it will be reflected in the next bill.
Then, when my partener needed a new phone we went to the store in Newcity and told them we wan't our bill to be as close to the old one as possble and they put us on the most expensive plan, telling us that the first bill might be more expensive, but it will change on the scond bill.
When it didn't we called to get it fixed and, as per usual, they couldn't fix our current bill, but it should be reflected on the next one.
3 bills later and they never switched us off of the expensive plan, but applied a bunch of discounts to make it look like it was fixed and this bill, all of those discounts expired. We called and, low and behold, we can't fix this bill, but it should be reflected on the next bill.
I am so tired of just trying to be on a basic plan with a consistent bill. This company can't even do the bare minimum let alone fix their mistakes. I'm not even asking for anything extra, just the correct bill for the phone plan I have.

In 2023 I decided to purchase the iphone 14 pro max with a trade in of my iPhone 12 Pro Max. ATT claims they did not receive it so were requiring that I pay over &400. This seems reasonable if they did not receive the phone. But here is the situation as explained to 4 various CS individuals. I am a Senior on SS and handicapped. Last April I fell and fractured my leg, was bedridden for 4 1/2 months. Have had ongoing PT in home and just starting to stand let alone walk. To date this injury has cost me over $4,000. As a result credit cards are maxed - major debt. So given the rise of this recent ATT demand is unreasonable. In fact Zi offered to make payments. I was in the process of working this out with an arranged call from a CS person last Tues. Prior to the call ATT suspended my service with ongoing emails and texts reminding me that they will cancel and the deadline date. What "genius" came up with this policy-the customer who owes you money has no way of talking with ATT to try and work out arrangements. In addition who suspends cell service of a handicapped Senior with several life threatening health issues and if something happens has no phone service. Forgot to mention, I also live alone. In addition as Seniors know we are paid once a month an a particular week and day. When I get my SS money I would be able to pay the minimum however there would still be several hundreds due.
Best thing to do is let ATT cancel send to collections thousands they will charge. But an example of ATT incompetence-CS was bringing this to a resolution and a win win for ATT and me but suspended services. I obtained phone service from another carrier.
Gav

I started my service with AT&T in January 2021. I decide to get AT&T dedicated fiber with a 1 Gig circuit. From January thru November I experienced daily interruptions with both TV ( cable and internet). Filing some 22 FCC complaints and some 12 technician appointment and 2 visits by a field manager and speaking with 3 with Tier 3 technicians with the President's office they could not access the problem and would just make up whatever they thought sounded good so the give leave the premises. Each visit they would continually come up with different reason for the interruptions. My speed with a full 1 GIG dedicated circuit was 10 meg and would just freeze ( No TV or Internet for hours every day) I recorded the speed on a daily bases and video taped the error codes showing on the TV. 9 months later I hire a technician to come to my home and asses the problem. He remoted in there modem ( equipment) and was amazed that they did not see the dropped packets on a daily basis from the date of install through the date he remoted in. He determined the problem was with the modem, the same modem they refused to replace for 9 long months. During the issues I continued to pay for no service after being informed the would adjust my account once the services were fixed. Another lie, AT&T and the extremely rude employee should be ashamed of themselves. I am told the technicians are told if the problem is not on the side of the line they don't care. I have seen that to be true They don't care if they install sub standard and faulty equipment. I would tell everyone who is having issues with their services to file a complaint with the FCC. They should be fined for providing bad service and lying to consumers

Att damn near ruined my business I've been having father service for 5 years and all the sudden the last couple months they've been suspending my service I've been having to call up customer service and fight all day to get it turned back on just to have the next day it turned back off or suspended again then the last time they had it off for a whole week straight so I couldn't get any calls for my customers or clients my work was going down and they didn't seem to care I would call their fraud department and leave hundreds of messages and I get one call back it's like they didn't give a f*** about me so I got to the point where I had to write a complaint to the better Business bureau and voila after I write the complaint that very night my service is back on and I don't have any issues but why did I have to come to that point why can't I have just fixed it in the first place because they like to mess with people's heads they like to keep people down apparently unless it's going to affect them somehow