Absolute worst customer service I've ever experienced. I cannot wait until my contract is up. Customer service is the worst I have experienced. No matter what the issue, it will be your fault. I sent in two (2) phones that we had for one year and received a $90.00 credit. They have quite the scam going on. I was told I would receive a $300.00 credit for each phone, at the time of the upgrade. Now I'm told they never received one and the other phone was actually only worth $90.00. The customer service agent that I just spoke with continued to tell me that there was nothing she could do unless I had the serial number for the lost phone. At&t had my email address wrong and she advised that it was my responsibility to provide them with the correct email address. Again, my fault that it was apparently typed in wrong by a previous agent. Unbelievably rude and accused me of not being truthful and basically told me that At&t does not make mistakes. Tip for consumers:Horrible customer service! Service Value Shipping Returns Quality Date of experience: January 28, 2025Them you request a live agent they give a limited choice so you select the option closest to the one you are calling for. When the agent comes on he says wrong department. When you ask to be transferred to the correct department he doesn't have the number call again and we go down the same process over and over ATT should have an option that says all other inquiries press this option instead of giving options all of which can't help you. Value Date of experience: January 19, 2025We switched over from Verizon to AT&T 4 months ago. We were locked into paying $159 (after taxes and fees) and for the last 4 month, we have been over charged well over $1000. Part of the promotion that we took part of, was for 2 iPhones, and 2 Apple Watches (which was a bogo deal) well needless to say, that was not the case. Which month were charged anywhere from $250-$500, and the month of December we were charged TWICE with different amounts. The customer service is an absolute nightmare. Spending hours on the phone only to never have anything resolved. The customer service that employees are able to call in a use is terrible also. We were at the store with the store manager during one of our many calls, and the reps were nasty to the manager right in front of us. Absolutely mind blowing and does not set a good tone for this company. Wasted 4 months of time and money on this company. Should've never left Verizon. Service Value Shipping Returns Quality Date of experience: January 25, 2025I am very disappointed with my recent experience with AT&T. When I signed up for their business service, the employee I dealt with failed to be upfront about the real prices and hidden fees. Jordan Muller at central Florida. I was quoted one price, but when the bill arrived, it was much higher due to additional charges and he lied to me during the setup process. Also all the credits he promised were not real. He sent me a PDF with the quote and I asked how much additional fees there would be and he lied about the amount. Said my first bills would be higher than the quote, around $300, but when I got the first bill it was over $900. When I called him, he told me not to pay, that he would resolve it. But in 3 weeks my phone service was cut and I lost a whole day of business calls. When I contacted him that my phone service was cut, he said just to get a prepaid SIM card with a new number until it was resolved. Obviously, that is not a solution when you have a business running. He finally admitted that there was nothing he can do to help me. I feel misled, and the lack of transparency is unacceptable. As a customer, I expect honesty, especially when it comes to pricing. If AT&T wants to keep their customers, especially business customers, they need to ensure their employees provide accurate information and stop hiding fees in the fine print. I would not recommend AT&T based on this experience. Date of experience: January 1, 2025Worst nightmare of service I ever received in my life. Like dominos, one issue led to another, starting with screwing up the order placed a week before for "additional" service at our new business "second location". Had instead, disconnected service at original location (4 years with AT&T), transferring only internet and fax line, and sent a technician out who's behavior was rude and dismissive to my office staff, and fixed only one active phone line with the fax number. Between my office staff and myself, we spent an entire Friday being transferred over and over again to numerous departments and still couldn't get service restored back at the original location by end of business day. At the last hour, was told by a supervisor (which I demanded at this point), acknowledged they 'screwed up' but being a Friday, required a "NEW" order for service at the location mistakenly disconnected and no tech available until mid following week. Needless to say, I called Xfinity and had internet (with a tech out) the following day. AT&T customer service is a joke and not serious enough for BOTH my office locations, or my home service as well. Service Date of experience: January 17, 2025Beware of this company. They are not secure in anyway on their MyATT app. Mine got hacked and a double payment was made. One being authorized and another not. They will make you pay for their mistake. They will not correct it either. Their customer service is pathetic. They don't care about their customers they didn't through Covid either. I received a letter in the mail about my information being compromised and that they believed no personal information was stolen but explain to me how an unauthorized payment was made. Done go to T-Mobile for service they are by far AMAZING Date of experience: December 15, 2024Charged me $989 for non return fee after they recieved the return. Took 3 months and 5 phone calls that were over 1 hour each. Waste of time. At&t, never again. Real crappy company Service Value Shipping Returns Quality Date of experience: December 13, 2024Canceled the cell phone within the 30 day Costco period and is in collections for a 2 month service period. AT@T does not care and it shows Tip for consumers:AT&T sent me a bill for a phone I don't have Products used:None Service Value Shipping Returns Quality Date of experience: January 20, 2025I made a payment agreement with AT&T paying the amount of $349.95 for November 28,2024 and the other for $348.24 for December 12,2024. It turns out that AT&T broke the payment agreement by charging me twice on the same day, the 28th, for both amounts. I contacted them for a refund but they don't want to give it to me because of their policies. Date of experience: November 28, 2024Lousy, AWFUL, HORRIBLE, IMPOSSIBLE AND A JOKE. I was looking to sign up but now, NO WAY! Worst service I have ever seen! Tip for consumers:Please advise everyone to NOT USE AT&T Products used:CELL PHONE SERVICE Service Value Quality Date of experience: January 26, 2025I requested a stop process of payment from AT&T, and they told me that they could not do it and that my banking institution would have to. So, I called my bank, my bank stopped the process of payment on their end and told me that AT&T would have to do so on their end. I did not cancel my autopay; I called to transfer accounts for auto pay. I gave my information to the representative, and guess what, it was never put in along w/ the process of stopping the process of payment to a closed account was never completed. AT&T charged me a return check fee. I called in to complain and to see if they could override that due to the negligence was not on my end. One supervisor (some guy) was rude and ignorant and said that he wasn't doing it. This supervisor tried to make me believe that I said something on a recorded call to prove his case, and I asked him what did I say besides the fact that I followed protocol and asked AT&T to do their due diligence, and it was not done. I called the next morning and well, I am stuck w/ paying a return check fee. I have been with AT&T for 2years, and I keep having issues with my auto pay being kicked out, always having to pay extra money, etc. I started to go pre-paid when I paid my phone off, but a representative stated that I could have a better deal to remain in a contract. So, poor choice, I stayed and added another line. If I did not add another line, I would have dropped having a contract and went to prepaid services. It's either prepaid after I pay off this phone or on to another company. I am tired of AT&T. Service Value Shipping Quality Date of experience: November 7, 2024Rep over the phone outright lied about sending apple watches that would be paid for with "credits" that did not exist. Rep stated multiple times that the cost of the watches would be immediately offset by credits and to please sign the financing for the watches in order to process the order. Rep then asked for me to pay the taxes on the watches as that was the only thing that these "credits" would not offset. Found out today while fixing the account issues that she created when improperly bringing on the new line (which was the only reason I had called), that there were no credits and I had been straight up scammed into financing 3x apple watches on my plan. Customer services solution was to offer multiple opportunities for me to simply PAY for the watches anyways at a slightly discounted rate. Kept implying and using language that I HAD LIKELY MISUNDERSTOOD! Would not listen to the recorded call and acknowledge that their rep lied. Offered to have feedback sent into their inhouse team to have the issue addressed. This is code for "please leave your negative feedback internally so that we can hide it from the public." **Do not trust anything a representative says to you over the phone. They lie. They then wasted HOURS of my time pushing a product that I did not even request. Later they then implied that the fault was possibly mine and that I may have misunderstood. They then gave me the wonderful offer to simply pay them for the items anyways like that was a favor. I now have to go out of my way in the middle of yet another work day to send back the items. They acted like refunding me the sales tax I was made to pay was some sort of special favor. And in the end with her deepest condolences and apologies offered to give me a $25 credit for the inconvenience. Absolutely ridiculous... Service Value Shipping Returns Quality Date of experience: November 13, 2024Approximately 12 months ago, my wife and I each purchased Samsung A14 5G via AT&T. Approximately 3 months ago I started getting numerous robo calls. I set the phone to only accept calls from my contacts list. This did not stop the unwanted calls. I get 10-20 calls each day. Most originate from my area code and occasionally I have returned the call to be advised that the number does not exist. I went to the local store where a CSR made some changes that she said would clear the problem. The problem remained. A few days ago AT&T sent me an email suggesting that "as a valued customer", they would make sure that my phone was operating as it should. I chatted with a person and explained my problem. He tried several things like checking software updates and restarting the phone and then came the pitch,- they could offer me a monthly subscription package that would guarantee the calls would stop. I ended the chat. During the chat, I had asked the CSR how a robo caller could bypass the phone settings. He did not or could not answer. Since that time I have considered that question deeply. The only entity that could bypass those settings is AT&T. They download the software and it is my recollection that this problem started around the time of a software revision. Since the phone is more or less useless to me in this state i have turned it off and enclosed it in a screened enclosure. I will pay to have the software forensically examined and the results will go to FCC. Another nail in AT&T's coffin. Service Value Date of experience: November 1, 2024I switched from T-Mobile to AT&T recently. Terrible experience from the beginning! Customer service is non-existent! Wait time to speak to a rep was greater than an hour multiple times! Additionally, my bill contained duplicate charges. Service Value Date of experience: September 6, 2024The goal of phone customer support is to leave people waiting until they hang up. Never a call to them under 60 minute wait time. Usually need to be transferred. Another 60 minutes. They say they fixed the problem but you will need to call back to go through same bs again. The worst of the worst. Try Verizon or T-Mobile. ATT doesn't care about thier customers. Date of experience: August 31, 2024Allows customers personal information to be accessed then penalizes the customer for their lack! They will not provide the accountability and transparency they require from consumers. My banking information was accessed through the data breach that allowed my funds to be drained. I trusted this monopoly with my livelihood. Not only did they not provide me with any assistance it was deemed not important. Im a disabled veteran whom lives on a meager monthly income. So a hack and drainage of my banking accounts is a serious inconvenience to me Products used:Cellphones Service Value Shipping Returns Quality Date of experience: August 26, 2024We allowed ATT workers in our property to do their work in our backyard. The picture shows the disarray they left upon finishing their tasks five days ago. ATT reps have been unable to send someone to arrange those items lying on the ground in the manner they had originally found them. Quite irresponsible! Date of experience: August 25, 2024Horrible experience. Ordered online, recieved email saying order is on hold next day. Called # in email and they said they couldn't locate my credit file (no one else has an issue). Confirmed my identity and waited 15 min to be approved. Was approved but he said he couldn't use old order and had to start new one. So spent 30 min doing a new order (had to confirm identity again too) to find out monthly bill is now $50 more than what order said online. Just canceled everything and guess I will be staying with Verizon. Sure would be nice if these company service companies used people that spoke good English as well. Products used:Had to cancel order. Service Date of experience: July 8, 20245G is genuinely bad. I have no data in many, many places and have been trying to unlock my ATT locked phone. I've been on the phone and chat lines for over 6 hours on many calls. They keep promising to unlock and never do. Finally, a higher level agent said that the phone is locked by Apple and ATT is helpless. I was on the phone for over 2 hours with Apple today (iPhone 14pro). They searched every database they have and did a diagnostic on the phone. We even did a full factory reset. According to Apple, it is totally in ATT's court to unlock... but they are failing to do as promised. Very dishonest. They are entrapping customers that want out due to extremely poor coverage and hence... poor customer care. Don't go with them. You will regret it. Products used:cellular service Service Value Quality Date of experience: August 16, 2024I am an extremely frustrated customer. AT&T's internet service has been incredibly disappointing. I've had to call them about 20 times, and each time, I get transferred to different departments without any resolution. They've told me my account is too complicated to handle, and as a result, my internet was cut off. I came home from work on Friday to find that my internet was disconnected. I called AT&T immediately, but despite their assurances that they were glad to help, nothing got resolved. Instead, I was passed around like a hot potato between departments. I spent nearly 7 hours on the phone with them, from 4 PM to 11 PM, only to be told they couldn't help me and that I'd have to wait until Monday for the Sales department to reopen in their business hours. What's worse is that I did speak with the Sales department during my initial call, but they transferred me to another department. After 7 hours that, I was told I needed to go back to Sales again. This is the worst service I've ever experienced, especially when I was already exhausted from work. I'm really want to changing my internet provider, but unfortunately, my apartment has a contract with AT&T, so I'm stuck. I've already expressed my concerns to the apartment management, urging them to cut ties with AT&T. They left me without internet for the entire weekend, which is unacceptable. Service Value Quality Date of experience: August 19, 2024So here we are again, ATT now decides to just add services to your account you don't even request nor authorize, if you have Unlimited Calls, Texts, etc suddenly they pull when you call that FCC wants them to advise you of plans DO NOT ACCEPT! They will just do what they want for sales quota, pay attention to your bill for any additional add ins not authorized by you, example 20$ fee for upgrades you don't authorize, call them get it credited and permanently removed, also they are playing games with credits for exchange phones for upgrades? They say it takes up to 3 bill cycles to credit back for trade in, but local att retailer says instant? Again notify your state, Atty General, PUC complaints, do not know what happened to this great USA giant but someone needs to regulate once again and audit their practices. Feel free to comment or add to this! Date of experience: August 23, 2024My service was in and out for 10 days, I called the main # got a rep that barely spoke English, very non professional and stated towers down in the area past few weeks, expected back up in few days, but issued small credit for lost use but said if it continues to happen they will not further assist with a credit though you basically pay for a service but do not receive it and they are responsible to fix the issues! Again what's going on another big USA company going to you know where! If this happens to you call the ATT main # let them know! If not contact State Atty General Office or local PUC. Service Value Shipping Returns Quality Date of experience: July 24, 2024 “ATT-Deception” February 22nd, 2023 • Previous review Wow-here we are again with ATT games they play, Be careful now the newest is the reps at the executive office deny knowing who you are and ever speaking with you? Crazy? So keep good e mails, text copies and call date and times who you spoke with? They still have never fixed the bill issue from (2) + years ago. Such scammers and deceptive staff. So again reach out to FTC,FCC, state Atty General, Texas preferred, someone has to pay attention. Service Value Shipping Returns Quality Date of experience: February 22, 2023 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Jody E. Virginia 1 review 0 helpful votes Follow Jody E. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Do not go with AT&T; Better off using two cups and a string!” September 5th, 2024 WORST CUSTOMER SERVICE EVER and BILL INCREASED DRASTICALLY with no explanation. I called Customer Service to sit on hold for 17 minutes and then "try" and speak with the person who could barely speak English. I was trying to resolve an issue from the previous month when I called and was told it was "all fixed now." SURPRISE, still messed up. All these representatives do is keep saying "please hold," "I am sorry about your experience but rest assured I will assist you," and when you tell them that the information you were provided the last time you called and they are now saying "I am sorry that is wrong but I will assist you," and you get completely different information. I have been with AT&T for over 10 years and the past couple of years their customer service is AWFUL! Can't speak English clearly to understand, have NO IDEA what they are saying and information they are providing, and everyone tells you something different! My elderly parents and my aunt are also with AT&T and unfortunately I have tried to assist both of them the past few weeks and also had horrible experiences (not to mention the phone calls both lasted over an hour and a half)! I have already switched to Verizon (as of yesterday) and I will be assisting my parents and aunt leave AT&T this weekend. Hard to believe that about 5 years ago I actually wrote another review for AT&T giving them 5 stars and talking about how they were one of the "few companies left who still truly believed in good customer service; and although the outcome of my conversation wasn't exactly what I hoped for, the customer service representative was polite, knowledgeable, and took the time to explain everything to me." What happened AT&T? Service Value Date of experience: September 5, 2024Be careful with at&t it is not below to do under handed and shady business practices. They don't care for the time they waste. They take all your information down send out a sim card that can't be activated. Most there agents are rude as hell. Think twice before u try to do business they are crooks. I have recordings, email, the package they sent out, and "sim card" in my Possession. The phone below is the numbers for At&t. I was told they could do a call back. I declined 5 mins the customer service agent just hung up on me. Products used:Wireless service Service Value