AT&T

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

THEEE BEST CUSTOMER SERVICE AND ALL AROUND VALUE EVER! My guardian angel Cassandra and her manager hooked me up more then I've ever been before by any phone carrier. I'm now a life long customer of at&t and have a personal customer service agent who's as easy to reach as my mother on the holidays. After untold amounts of frustrating and lengthly customer service interactions over the years it's all finally over. My bank info and other personal info is in ONE pair of trusted and familiar hands not 10 different people from around the globe.

HUGE SHOUT OUT TO...

The Meadville PA AT&T store
and special shout out to

CASSANDRA AND HER LOVELY SUPERVISOR EVALYN D.@ AT&T

Hands down best service and value me or my wife have seen of ANY company let alone a globally recognized multi billion dollar giant of a company like AT&T where u would totally not expect such a "with ur best interest in mind" and personal trusting familiar envirnment. Across the board. To ever take place.
ALSO WORTH NOTING

At&t and TMobile are the only 5g providers that have a coverage map that doesn't look like you shot a map with a paintball major companies like Verizon and Sprint have a 5g coverage of just over 10% unless u live in a big city... if u want. TRUE 5g

GO WITH AT&T

I've had em all and I can with confidence say that AT&T is IN EVERY WAY the best

I signed up in March, had service techs out here 3 times, they did diagnostic showed outside wiring., finally got someone to do,

I was told numerous times i would get full credited since march, not so, I paid the bill, still internet down over 3dozen times just in evening.
Plus they installed voip phone service, when I asked for basic land line. What good does voup do, when never have internet, plus no streaming. Now 6 months later, still no internet, no TV.
They shut off my landline, I keep calling, all I get transferred to 1 dept. Than another. Trying to tell me all different companies. Users, etc. I keep telling them I signed up with att., not users. Or any others. Every employee and supervisor so rude, Matthew, I'd # Hp2136, May Id#mc800y

I'm going to call news stations, and get legal.
ATT IS A RIP OFF,, THEY ARE NOT WHO THEY SAY.
BE AWARE. THEY ARE 4 DIFFERENT COMPANIES.
YOU CALL WITH PROBLEMS, THEY TELL YOU TO CALL UVERSE,, ETC.
I TOLD THEM I SIGNED UP WITH ATT, NOT ALL THESE OTHER COMPANIES.

If I could give negative 100, I would. But I have to leave 1 star,. Be aware, go with another company for phone, internet or TV. Never ever go with att, uverse. Direct TV, voip thru att., nothing affiliated with att. Seriously, you won't get anyone to help you with any issues at all. They only direct you to another company,

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

Joanna Colon( representative at Peabody, MA store) was incredibly knowledgeable, helpful, and a pleasure to work with.

I had a past due amount of $400. Yeah, I know, but paid $250, and I DoorDash, so asked if I could get an extention just for the weekend and make up the difference. After being booted out repeatedly, on attempt number 4, I was finally given a way to get around the suspension and got booted out of the chat again. I gave up, try the next day, now needing WiFi, because my service is suspended. I finally get someone who looks into in, and the only thing that can be done is to contact the Finance Dept., for them to override it. But, you see, I can't call Phyllis in Accounting, nor 611, as YOU SUSPENDED MY SERVICE. The WiFi no longer allows me to sent IMs, so I'm now cut off from the world. I go into an AT&T store, explain my situation, and can use their phone to all Finance, where a guy tells me that my account is suspended. "Yes, I know that. That's why I'm FREAKING CALLING YOU, CAPTAIN OBVIOUS. Is there anyway I can have just a few days of service so that I can pay you, because I need my phone for my job with Doordash." No, he says. "Well, here's the problem. No service, and I will be unable to pay you. Even if I go get a different job, they can't call me to tell me I got the job, because, yeah,, no service. So, if you want to guarantee I never pay you, just keep it suspended." He's sorry. Me, too.
So I apply for an EBT card, get a paper saying I receive EBT, which gets me a free phone, have to transfer my into to the new phone, but it keeps sending a security code to the Old Number, and since I no longer receive texts...
I've been working on this problem for over a week, all that could have been avoided if the had just given me 2-3 days to come up with the money. Over 7 years with this company, and I think it's time to start seeing other people.

I only have one bar while at home despite living just eight blocks away from their (at&t) cell tower. Four blocks north of my home I don't have a signal at all. I only have sos no bars No 4 no 5 no L no G nothing. It's been this way for over a year since I went to at&t they always say we'll troubleshoot and that does nothing it might get me two more bars and 5ge which goes away in about Fifteen minutes. I don't have a signal on the highway or at work. I traded in my iPhones which canceled out the price of the iPhones I have now. But AT&T is telling me that in order to leave then i have to pay them "what's owed on the phones. Which should be nothing because I traded in my phones for these phones. They won't give me my phones back and they won't take these phones back anything they have no damage. And they keep yelling that 14 day buyers remorse although I've called them during the 14 days about the service. Then i asked them about arbitration which is in the contract but they no longer go through arbitration somehow they can change the contract in their favor but won't go against it for a loyal paying customer even though it's their fault that i don't have service or signal. I would not recommend this company at all for anything they lie and tell you that something is in the contract when it's not. They take your phone and still make you pay them for the phone you traded your phone for if you leave them. You have no service no signal no nothing and they can't fix the issue they just give you the runaround from one department to the next then back around again and again and again. The pics show how I have one bar after they did troubleshooting also how I couldn't connect to the internet while I was on the phone and how just 23 minutes after troubleshooting I have one bar again

This couldn't be any worse Awful When I call in I talk to people that know zero Horrible I can't exaggerate how bad they are

I have had time to reflect further on the details regarding that fateful day last April when I tried to buy a cell phone from ATT in West Seneca NY.

I entered the story telling the ATT staff that I desperately needed a replacement phone because my own phone was dying. The store manager almost didn't want to sell me a phone in the first place. Now that I think of it, I believe he knew I was different because I always wear my Star Trek baseball cap.

ATT has shown how completely unprofessional they are. ATT wants my respect? Respect has to be EARNED! Let me remind EVERYONE how all of this started. The ATT West West Seneca manager REFUSED to send me the receipt for the phone! He very rudley HUNG UP THE PHONE CALL ON ME!

This whole message board is full of people that hate ATT's customer service.If my post isn't going to be read by ATT then why does anyone bother to post in here at all?

You want to know my bullet points? The ATT manager was completely unprofessional. It was like pulling teeth trying to get him to sell me a phone because he didn't believe I was an ATT customer. When he finally did sell me one he failed to include a sales receipt. When I later called him to request one he was belligerent and abruptly hung up the phone on me. I don't know how you were raised but I was raised that respect has to be earned. I will not be paying to be anyone's punching bag. Since I have a complaint filed against this company with the FCC a representitive of the office of the ATT president called me twice. She was extremely condescending and both phone calls were a total waste of my time. Being a mental health consumer means that I cannot tolerate excessive stress. ATT doesn't seem to care about any of that because they continue to trigger me.

Cynthia West at AT&T 1604 E SARAH DEWITT DR is the absolute best! Super informative and helpful. I was in and out of the store in minutes.

Everyone in my house has slow wifi and this should get sued like today
I HATE it, I would rate this a -1 stars if I could

I like Sam's Club but their partnership with AT&T has to go. I contracted with AT&T at Sam's Club. They promised me $110 a month for three phones and the same coverage as Verizon at least in my area. On top they explained I had nothing to lose with a 30 day trial. Sounds good right! Well... I had a weak signal at my house and 10 miles of sparse to no coverage on my way to work. So I sent it all back and thought that was the end of that. They did a $380 direct debit to my credit card. Well... attempted anyway it so happens I had an issue with that card and it did go through. So I called them and reminded them of the 30 day trial. They apologized and said they would take care of it and sent me a receipt saying the same. The following month I got another attempt to debit my card this time for $271. Again I called and they gentleman said my account read balance due $0, and he didn't know what I was talking about. The following week I get a nasty letter "FINAL NOTICE" they are turning me into collections. So again I call this time they know nothing about the $0 balance and can't understand why I haven't paid my bill. I ask for a supervisor, just when it sounded like he was going to take care of it and hour and a half later we were disconnected. Well... I waited 20 minutes since he had my number and I didn't have his. I call back and ask for "Jesus" the supervisor. No one knows a supervisor by that name. I start over this time a few minutes into the call the gal says she took care of it and I would be getting a confirmation in my email. I ask if I can have that confirmation number? She replies "No" it has to be generated? But offers her name and ID number I take it and write it down. To date no email confirmation. Now a week later I again am being harassed by AT&T starting over. They advised me that they just debited the original $380. I don't see how they could have that card has been canceled. Here we go again, now I'm sure I will be getting another final notice. I'm checking into FCC complaints and I will be repeating this with every review location I can find. Why would I or anyone else do business with an unethical company like this. I promise AT&T we will never do business, and Sam's you should think twice who you associate with and vouch for.

I have the AT&T Protect Advantage Plan offered through Asurion. I have been having battery problems and my S22 Ultra now needs to be charged one or two times a day. The initial claim process indicated that my S22 Ultra was eligible for a Zero deductible battery replacement through uBreakiFix repair shops. However, the claim process failed at the next step and I was asked to call an 800 number.

That took me to Asurion. This is when customer service gets horrible and you feel like you are being scammed. I called the toll free number and talked to a person and explain the battery issues I was having. They took me through a variety of screens, took down battery info, the apps that were the most heavy users, the timeline which showed the charge levels in a 24 hour period, how it had come down from 85% to 22% in 5 hours. Finally after agreeing that there was indeed a problem, she told me that she was in Tech Support and that she would transfer me to a Claims specialist. She did try to transfer me and after 25 minutes on hold I gave up!

I followed up this morning (the next morning) and once again I went through Tech Support, explained the whole problem and then got transferred me to Claims. This time I did get an answer from Claims, who asked me for all the information again. They said it would have to go to another Claims person. I kid you not, by the end I was talking to the 7th Claim person, none the wiser thinking they were escalating the problem within the management chain. That was not the case. The 7th person finally said the battery was not covered for the S22 Ultra but would be for the S20 FE. That is not what the website said and it definitely felt like a total scam.

Finally, they told me that they would get back to me with an answer in 24 hours. Now, why didn't they say that in the first place an save me a total of a frustrating 2.5 hours on the phone with NO RESOLUTION, except wait 24 hours for an answer.

AT&T should reexamine its relationship with Asurion and take responsibility for streamlining Customer Service.

Repeatly have questioned increase in my bill.
Slow internet
outdated router
Lost my 25 yr old ph#

My job is remote. I accidentally gave them the wrong apartment number address and they couldn't setup my wifi because of it. As a result I had to go to my old apartment where my roommate is soon to move out and do my job there. Living uncomfortablely as all my furniture is at my new apartment.

I was told to redo the order and spent $100 on a advance payment for that new order. While I would be refunded for the previous order (which i wasn't)

Guess what? A system error canceled it. And now I'm being told by the manager that I gotta purchase a new order lmfao. My job is on the line and they don't $#*!ing care. They have their job, they don't care if you lose yours or if you default on rent and become homeless.

So now I'm waiting for the $#*!ing manager to call me tomorrow 01/12/2023 to see if someone can cancel their $#*!ing appointment and I can get slotted. Such a great service, ensuring that by the time your wifi order is completed, your already unemployed and homeless.

The outlet is installed all I need is the $#*!ing MODEM AND ROUTER

HOW $#*!ING HARD IS IT TO JUST TAKE 15MINS TO DELIVER THOSE AND ACTIVATE THE ACCOUNT!

BREAKING! Please do not fall for At&t Coronavirus relief plan to not disconnect service due to non payment. Well, I am here to let you know that they shut down my service even though I made payments. They had my bill at 355 dollars a month for which I've been making 200 dollars payments for the past two months since I got the service back in March of 2020 based on the fact that they will not disconnect service due to Covid 19. We are now barely in the month of June and my service got disconnected. I tried calling every possible number for them to zero avail. So I pulled up the nearest location on Laguna blvd in Elk Grove CA. As soon as I arrived, they had a very young brat with bunch of tattoos on his arms sitting in front of the store to greet customers. I tried to let him know the reason for my visit, without any formal clarification of my issue, he straight said to me, you need to make your full payment before your service can be restored. So I asked to speak with the manager on duty, a gentleman named Joshua showed up with a very professional attitude and he listened to my concerns and in turn linked me with a very sound and professional lady named Teresa who made every attempt to resolve my issue but no luck. I ended up paying six hundred dollars before leaving the store and my service is still down after many hours. I only needed to make 581 dollars to get the account back on but even with the 600 dollar payment, my account is still off. I was only short 155 dollars for each of those two months and my service is disconnected for three times the past due amount. You could never reach anyone by phone for problem solving. WATCH OUT FOR RUDE AND INCOMPETENT STAFF AT THE STORE LOCATIONS!
SORRY, BUT THIS COMPANY SHOULD NOT BE IN BUSINESS. REAL RIP OFF. DON'T GET AT&T. YOU WILL REGRET IT I SWEAR.

I was trying to move from AT&T to T Mobil on July 29th, 2018. We had 3 lines with AT&T. But during the transfer, one phone that used by my son cannot be unlocked. I paid off all my phones at the day of purchase. All phones should have no problem to unlock. So I called ATT Custermer service. They told me this request was sent to related department and I have to wait 48 hours to receive an email to follow the link to unlock. The first and second email didn't do the work with error message saying there is a problem to unlock my phone. Finally the third email unlocked the phone. But by the time I unlocked my 3rd phone, it was Aug 6th, 2018. Because ATT billing cycle starts on the 2nd of every month, with this one line, they charged me $114.23 for the month of August. Their custermer service told me they don't do prorate. I argued it is not my fault we can't unlock my 3rd phone. It is ATT's problem. Their custermer service people told me I should cancel that phone befor August 1st to avoid paying full for next month. If I cancel that phone and that phone can't be unlocked I will lost connection with my son, who was out of town during summer time. ATT people just don't listen saying I have to pay $114.23 even we only had one line with them for 4 or 5 days. I would not recommend ATT for anyone I know. I was with them for many many years and they have very expensive roaming charges like $10 per line per day. Every time my family go overseas for vacation our phone bill is outrages. This is the main reason we move to T- mobile. They only charge for $10/month. Although I was unhappy with ATT's expensive bills I wasn't angry with them. But this transfer experience really irritates me. Their custermer service is so bad. At the very beginning they were saying what we can do to keep you. After knowing I already transferred my another two lines to T-Mobil and I won't stay with them. The lady's voice turned into ice cold immediately and told me I have to pay full charges for the month of August. They don't do prorate!

I have been a customer with them for about 16 years, Over the years the customer service has not been the best. The first issue I had was a representative talking me into changing my service from what I had, promising me that it would be a better deal for me and that my family could share 10 gigs of data, Well that was a nightmare. Since it was over 30 days I could not change it back to what I originally had. The only thing that I got from AT&T was 5 extra gigs. My bill was more than it originally was. My second issue is I was told that if I combined my Direct TV and AT& T bill I would have a lower bill. Well what I wasn't told is I would be charged for two months of service to start and I would lose my Plenti points for combining. If I had known this I would have never done this. I lost some Plenti points which was restored and I asked that my bill be de-combined. Back in September. It didn't happen and I called again and it finally happened in about March or April we from that I lost PLENTI points from January-current. They made my account paper and I kept changing it back to paperless and my bill to where the money automatically is paid. I called PLENTI and AT&T about these issues since last year and they make it seem as though it's my fault for all of this and refused to give me my PLENTI points from January currently. I had to go back to my account recently to re-do the paperless again. I know that I did it because I didn't get a bill prior to the one I just received the other day. I am not sure what kind of games AT&T is playing but I don't appreciate it because I know for May I didn't get a paper bill now all of a sudden I get one in June. So know I am sure I wont get PLENTI points for June either. ATT sucks

I'm not even sure where to begin…my fiancé has terminal stage 4 breast cancer, she's unable to work. She had a cancer organization pay for her phone plan for a couple of months. *Note, it takes about 6 months in my experience for an organization to reach out to you considering the other cancer patients they are helping out. We visited an AT&T store to add $180 to her account to keep the account current that we didn't have (waiting on the cancer organization) come to find out she has $200+ credits. The store associate was confused of why we were even paying $180. I guess AT&T is against using store credit to put towards a bill…idk. Her phone was cut back on because the $440 the cancer organization added to her AT&T account plus the $180 that came out our pocket in store. We don't understand why the $180 was needed due to the $200+ credits on her account already. We called customer service to have the $180 reversed because it wasn't really needed the first place, by the way…customer service is absolutely rude and completely useless. The customer service rep reversed the $440 instead of the $180 and it canceled her service completely. On top of that they aren't able to reverse the $180 that we paid in store with a card to but able to reverse the $440 that was processed back in November from the cancer organization… the rep canceled and reversed the wrong transaction and it completely screwed her account. *Note we have no idea which organization it came from, it will also take another 6 months for them to even reach back out to her. The negligence and ignorance of the customer service rep costed my fiancé her entire phone plan and account and there's nothing AT&T can do about it. I'm not sure why we have to suffer because the rep canceled and reversed the wrong transaction. She should be credited $440 due to the wrong doing of the rep, that was not our fault the customer service rep is dumb and incompetent of doing his job correctly. I'm out $440 plus $180 almost $600 now and there's apparently nothing y'all can do about it. I'm going to contact BBB. I'm beside myself.