ATT does not make it easy to scroll thru this site I could not find Information as to which contract I have (I had never received a paper copy of my contract and was told it was being mailed to me some 3 years ago which it never was)(I had been quoted my service would cost me $42 yet it’s been $50+ and many times it was over $60)I feel the taxes and fees are not right yet unable to actually see the bill WHY ARE the taxes and fees NOT the same all the time ?? and how much my Discount is for being an RN and in network it appears it should be 22% savings on both services and equipment. The site is not easy to understand as to the different plans and savings. It also takes too long to pull up the information. I started with ATT when it was Cingular back in 1990 and still have my original cell phone Being an RN I need to be available all the time. I have been told many have tried to reach out to me and I have no record of their call yet they insist on having called me many times. Last night I was unable to connect with my friend the call went thru BUT would NOT ring I had 3 out of 4 bars calling from a location I am at 99% of the time I make my calls and a few times the call would appear to be answered yet I could NOT hear anyone on the other end it was completely silent. I’m wondering if ATT is decreasing it’s power and towers to push us to 5G??? For what we pay ATT needs to step it up. Thank you
Coming to despise your service
I have been dealing with your lack of customer service follow through. I have been dealing with you inaccurate billing since June 9th when your service applied a charge for Penthouse that we did not order. Our TVs have parental block on them so I don’t know where or how this happened. I have been told on multiple chats and finally a phone call to a “manager” that this would be resolved. I was assured on my call in August with I believe Michael that my August bill should only be in the neighborhood of $20 once all the credits for the incorrect service and late fees were applied. Imagine my disappointment quickly turning to infuriated I was to see a regular bill and none of my promised credits. I am becoming so infuriated at how inept your system is that I am going to take the next step to report this to the FCC. This service has been a fiasco right back to the day it started with the sales person submitting or at the least what we were told. You can review past chats to see this has been less that happy experience with you. My time is extremely important and frankly it’s been extremely disrespected. I would expect this to be the last attempt to correct your billing error or I will alert the FCC at your refusal to carry out the corrections to the mistakes your company has made but refuse to correct in a relatively reasonable manner but expected me to pay.
Confusing and not accurate
This app is confusing and not accurate. Confusing in the way your monthly charges are broken down on the statement it provides. I have one package on this account and my statement is almost 5 pages long in charges and credits all of which I have no clue exactly what for. Everytime I look at my balance owed it is NEVER right! This month it said I owed over 500$! 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
2 complaints and a few compliments
Complaint #1: I tried using the app to purchase a case for my phone. The app kept telling me to sign in to finishing my purchase. I was already signed in. Every time I reviewed my order just before check out, it took me back to the sign in page. When I entered my login credentials, it said my login details were incorrect. I ended up hopping on my desktop computer to make the purchase and everything went through just fine. I tried using the app 3x and couldn’t get past the the review order before checkout page.
Complaint #2: I also had a hard time using chat feature. The keyboard and navigation took up 90% of the display and I could hardly read the chat window. There is no button to toggle the keyboard down to read the chat window. Basically, the chat experience through this app needs improvement.
Compliments: I think the billing section is easy to use. Easy to view and manage billing preferences. I also find the “current usage” section easy to navigate and understand. Also managing device features and changing plans is a breeze.
Difficult to maneuver, takes far too long!
I wasn't sure if it was me or if it was the app. When I get totally frustrated I call in the big guns, either of my two sons. They are fully grown at 32 and 28 yrs. old and therefore I try not to use them too often as one is married and expecting my first grandchild and both of them have excellent jobs in the careers they chose and both of them travel frequently. Unfortunately my last problem solver(not determined by ability but by location. She got married last year and she has been living in Sydney, Australia for over 5 years and will be continuing to live and work there for the immediate foreseeable future.) This leaves me to depend on myself and the help that the apps themselves give me. That is the reason I need apps that are easily accessible and make it easier for me to find the answers that I may need. Unfortunately this app is not one of the easy ones. Even my boys have had trouble getting around this app. Everytime I need to look at stored records I know I will be bouncing around this site for at least 5-10 minutes. This opinion is wasting more of my time and I wish to stop now with the statement "make my life and this app easier so I can leave my boys alone.
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!!!
Wish there was a negative rating I could score. My husband I are senior citizens and thought we could test the 21st century technology waters a couple years ago....carefully looked at service providers and ran headlong into the AT&T smoking mirrors....mid merger with Direct TV....BOGO I-phone; consolidated billing with internet/TV/wireless bundling and expectation we would save about twenty to twenty five dollars monthly compared with our previous provider....and have one bill. None of that happened! The maze of account managers we were thrown into could not navigate the internal confusion around the Direct TV processes and the AT&T processes so we just caved....the stress was just too much and there has to be a solid 5 to 10 hours of “air time” in the recorded calls archives to corroborate our complete nightmare and internet is pitiful in our house....even for a couple of old people it’s slow and we still have two separate bills which seem to require resetting logins every single billing cycle and I pay almost twice what we were paying after the promotion rate just expired on the TV plan and it’s all connected to the contract term on the BOGO phones which we’ll finally pay for in April.... at least two tech levels behind but they’re almost ours. Shame, shame, shame on AT&T!!! I could still cry if I think about it too much.
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.