Horrible customer service
By lanie mart
Just spent an hour on the phone with 2 different customer service reps trying to find an order that was placed over a week ago. Couldn’t find the order, kept telling me that I was giving them the wrong order number but I was reading it right off an email from AT&T about my order. Finally told me they were switching me to mobility customer service to track my order and finally someone answered only to basically tell me, after I repeated everything I had already told the rep about 20 times, that he didn’t have any access to my order and maybe I should try to go online to find my missing order. Wait time to talk to someone else was another 15-20 minutes after I’d already been on with AT&T for an hour. So now i’m on your website and can’t find anything relating to my order. Now i’m so angry that I will drive 45 minutes to the nearest corporate AT&T store to have my ordered canceled and I will look into changing my provider as well. We’ve been loyal customers for more years than I can count and my father worked for and retired from Bell Labs. After today, i cannot recommend AT&T to anyone and I will probably be selling my shares of stock in the company too. I have absolutely zero confidence in AT&T’s ability to even serve the customers they have. I really hope someone who gives a crap about their company reads this and does something but i’m not gonna hold my breath.
Mobile phone plan
I don’t mind using the app, however OUR HUGE problem is our mobile phone plan. We have been with AT&T mobile phones since 2005! We do not have a contract and recently our daughter, Stephanie Lovelock, took responsibility for her phone bill and chose to take her number and account to Verizon. Our entire family has now left AT&T and went with mostly Verizon. My family is over 35 adults which 7 were once on our plan. If I can’t resolve this billing issue I to will leave AT&T bc every single month my bill comes due I have billing issues which I’ve called and talked to AT&T customer services and they told me it’s resolved. I now know I should receive a text from AT&T stating our bill has been changed. We not only have mobile phones with AT&T but AT&T Uverse cable and Internet. We currently get NO package deals or any financial benefits for being 16 year loyal customers. We were charged $8.99 a month for over 2 years for an Apple ipad that was not eligible for insurance!!!!!! But you continued to charge us! We would not pay bill until it was taken off and refunded. However, finally took off IPad last month completely to stop GIVING you $8.99 a month. Now I’ve had enough I’m not paying for unlimited DATA for 2 phones when we use 2 gigabytes. So I need it fixed ASAP! Jon & Kathryn Wharton
Confusing and not accurate
This app is confusing and not accurate. Confusing in the way your monthly charges are broken down on the statement it provides. I have one package on this account and my statement is almost 5 pages long in charges and credits all of which I have no clue exactly what for. Everytime I look at my balance owed it is NEVER right! This month it said I owed over 500$! Granted I did miss Marches payment because I couldn't get through to an operator because THAT bill was incorrect too. March I owed 54$ but my bill said 94$. April I owed 189$. Add those two up and it's $243 not $500! Of course everytime you call At&t you are on the phone with them for a MINIMUM of 1.5 hours but I did and 2 hours later they ended up giving me the credits to make it right.
Then when I go to pay on the app it says my balance due is $223 not $243... I'm not complaining in paying less but now I have to worry about my next bill being off because THEY CANT GET IT RIGHT!
Oh and not to mention the app said I owed $223 right? But after I put my debit card info in and hit submit a window pops up and says that $223 payment does not meet my past due amount and I should reconsider the amount to pay off the balance. But once the payment posted to my account it said I had a zero balance.😩
I am so done with AT&T. Disconnecting everything and never doing business with them again.
I’ve never had a worse customer service experience anywhere
By Anya's Digital Sound Box
I ordered a new phone for my husband and added a new line to my ATT account. The sales person sold me a plan and phone that I wanted. The phone never came. My husband spent over 10 hours on the phone with customer service agents over several days, who kept making appointments to call him back with more information. Not a single agent ever called back. My husband finally went to a store and the sales person gave him a different phone and said he got everything straightened out and gave my husband a free set of AirPods as a way of acknowledging the customer service screw up. My next bill arrives and it’s $100 over what I was told it would be. Turns out the sales guy in the store put us on a more expensive plan and ADDED THE AIRPODS TO MY ACCOUNT AS A RECURRING CHARGE! The ones that were a “free gift” to take accountability for the poor customer service experience, that we never asked for or said we wanted. I spent another two hours on the phone with customer service again, who said that he’d put in a request to his manger that I get the original plan I agreed to, but that there was no guarantee. I received a text from ATT saying that my issue was resolved, but my bill says it’s still $45 than the plan I agreed to and I can’t find any recorded of how my issue was “resolved.” I’m ready to go back to Verizon.
Wish I could give it 0 stars
1. ...and this is just AT&T n general... they give you this stupid email address as login. Unless you are 10 or 80 years old you already have an email address and will never remember this stupid thing. Yes I know you can create a login using an alternate address and that brings me to point number 2
2. I’ve been trying to log in for the last 10 minutes. I tried the password I thought I used, it took forever, didn’t fail, just came back to the login screen. I tried again, it did not ask me for the password this time, but I assume retried the one used earlier. Since that one (and I’m only assuming that, as I have no way of really knowing) failed, it just keeps retrying a bad password and I cagey s password entry field. I tried Forgot my password option and that got me nowhere.
3. This one is AT&T in general, my bill keeps going up without notice. Every time I cancel something to lower my bill, they increase increase the price of something else.
4. One might say... “call them”... have you ever called them? Their left hand doesn’t know what the right hand is doing. Their offshore teams lie all the time. They agree to anything you say and are very polite but have no clue what they are doing so they just make things up.
Dare I say I have dealt with government organizations that function better than AT&T
More broken promises
At&t did the same to me. Convinced me to change plans that I was grandfathered in so I could save $5 a month but after a couple months the bill kept increasing. When I called they said they don’t know why but they switched my plan again. Now more expensive than the original one. Now I was locked into a contract. I thought that was the end of that for a while but after a few months my bill began increasing $6-$10 per month. After a few months it was obviously noticeable. When I called the representative said it was due to taxes but I told her that can’t be if I’m in a contract for set price . She looked at it closer and agrees that the bill is increasing and she will give me a $25 credit. I said no,please cancel my plan. She said she couldn’t because I was in contract. I said well you have been increasing my bill monthly there for you haven’t held your end of the contract either. I asked to speak to manager and then she said I could cancel. This company is a crook and takes advantage of consumers hoping you don’t notice and spend the 2 hours of your day calling them .
Horrible and Deceitful Customer Service
I went into an AT&T store West Chester, Ohio and received what I THOUGHT was good customer service. But now as time has passed I see that I was deceived when I was asked to start a business account. Everything that was supposed to happened did not happen. My monthly bill was supposed to be lowered and all of the phones would automatically be transferred under the business account. I went back to the store to inquire if these things and I was told it should take effect within the week. It’s been two months and now my bill is higher and all of the phones are not under the business account. My account was in auto payment prior to this, but I didn’t realize that it was taken off auto payment when I made the change to the business account. I asked these guys (three in-store sales reps) repeatedly if my bill would be lowered. They failed to tell me that they were taking off my insurance for all of my phones (4 phones). I really believe they were being deceitful! I came in and asked about another phone number that was on my account, they said that was an accident and that the phone would fall off. I still see this phone on my account. I am desperate to see this issue taken care of in my favor. I’ve been with AT&T too long to be treated like this!!!
Very Poor Service and You Lie !
By Kyote 1
I took my plan out 2 years ago and you tell me it’s outdated. I have little or no service for my phone or data. I have been a true loyal customer since 1990 but no more as I will start looking at the different plans of different carriers Tuesday.
I have asked you to call me back after I called in 2 different times on your supposed recorded line after getting past your automated computer figure, to record the lies your agents told me when I called. One told me the first time I called I had 11 data and two weeks later on the second call after my app hadn’t updated the person told me I had almost 11 so use my phone as the app I have hasn’t updated yet ! Poor service and you lie twice in a row ! Then I get a text that tells me you will slow me down and I had no roll over data. The poor tricks you play on customers just to make more money. I can’t even get you to call me back to prove what they said. All I get is surveys to tell how good your doing and no phone call. Is AT&T that impersonal ? I think you do not have a recorded line or you would check it to prove they lied to me just to get me off the phone and shows your poor almost non existent service ! You are losing customers right and left and you don’t seem to care. No wonder your business is doing so poorly.
By the sykos
I have a complicated ATT bill because I pay for services in another town than mine in addition to all those I pay for in my own home. Fortunately I live close to an ATT store which is like the main hub in my area. I use the 661 number for easy questions but I have gone to the store to purchase new phones or change anything about the services.
I have found every single person to be polite and considerate. They are also patient in explaining anything to me that I question. I am not a “techy” person, as I was middle aged when computers came out and as everyone knows, the technology has expanded exponentially. I am happy that I can use an IPhone and operate my computer.
The last time I was in there the lady went over my entire bill in minutiae and wrote it down on paper for me. She was able to find savings for me which I appreciated of course. I did not require new services at this time because we are waiting for service that will replace the satellite which I am not fond of.
This is why I stay with ATT. The people, the service, and the outstanding quality of the products.
There billing is very confusing. You need to watch your bill every month. I constantly have charges on my bill that are not suppose to be there. They are always willing to look into it and credit billing issues but the problem is that you are on the phone with them for two hours correcting things that should of never been on your bill in the first place. Another thing is that you can have them for 2-5 years and when you upgrade your phone they make u pay an activation fee. That is ridiculous considering you have a phone that is activated and you are just switching phones. Plus you pay the taxes on a free phone which is always 40 dollars about. That is quite okay but to have to pay an activation fee on top of that is really robbery. Also, there At& T thanks. Don't bother you will never win. It is a waste of time. I think it's for in house. The gift cards or prizes are gone before it starts. Pointers, they can be cheaper than many other wireless companies but you need to be pro-active with your bill. You also should wait for upgrades when they are free, or when the phone is only 0-5 dollars a month so you are not paying full price. You can get great deals especially for family plans.