How horrible the customer service is

I too have experienced bad service from AT&T.  My problem was that they could never get my voice mail on my cell phone set up.  When people call in they get a message that says voice mail is not setup and then hangs up.  I spent 3 hours with a tech trying to set up voice mail.  I finally told him to cancel my account and I would go with Verizon.  He then rudely told me that I would have to pay an early termination fee.  I said fine just cancel my service.  After the call I filed a complaint with the FCC and uploaded all the documents and conversation I had with AT&T.  Within 3 days I received a e-mail from the FCC saying that AT&T is adjusting the early termination fee.  So if you are having problems a good place to start is complaining to the FCC.

Terrible experiences over the phone with them. Hours and hours during the past week. Trying to unlock for a sim card. Website says not allowed even though I purchased the phone outright from Apple and not ATT and phone is 5 years old. Customer service kept wanting me to go back to the same website. Incompetents not listening at all. I asked to be escalated to a manager as commenters appear to have success when doing so and was not my case. Not to mention, I have yet to speak with any phone agent who have English as a first language and the accents are so bad you keep having to constantly ask them to repeat what they are saying. (and I live in NYC and have no problem understanding all kinds of accents) I have been an ATT customer since 2004 and am switching this week to Verizon who has offered a better plan and have been pleasant to deal with during the entire process both in person and over the phone. GOOD RIDDANCE ATT!!! 

Yes, I had issues with AT&T's saved automatic payments; AT&T almost didn't charge my card, and I had to pay manually. It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

I am sorry to hear that AT&T treated you so badly. I had a bad experience with them also. It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

I had issues with my internet. I find that they implement unfair practices; A'T&T advertised to me that they had fiber optics for internet in the area.  The original technician came out, and concluded that there are no fiber optics available. This is a fraudulent practice called "Fish & Bait"; someone advertises something to get you to try to come to their store or talk with them, and then they sell you on something other than what was advertised because they never had it to begin with. I had to contact AT&T It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

I find that they implement unfair practices; A'T&T advertised to me that they had fiber optics for internet in the area.  The original technician came out, and concluded that there are no fiber optics available. This is a fraudulent practice called "Fish & Bait"; someone advertises something to get you to try to come to their store or talk with them, and then they sell you on something other than what was advertised because they never had it to begin with. I had to contact AT&T It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

I agree! If AT&T cared they would't be taking advantage of people by not being consistent with their advertisements. I also find that they implement unfair practices; A'T&T advertised to me that they had fiber optics for internet in the area.  The original technician came out, and concluded that there are no fiber optics available. This is a fraudulent practice called "Fish & Bait"; someone advertises something to get you to try to come to their store or talk with them, and then they sell you on something other than what was advertised because they never had it to begin with. I had to contact AT&T It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

I find that AT&T implements unfair practices; A'T&T advertised to me that they had fiber optics for internet in the area.  The original technician came out, and concluded that there are no fiber optics available. This is a fraudulent practice called "Fish & Bait"; someone advertises something to get you to try to come to their store or talk with them, and then they sell you on something other than what was advertised because they never had it to begin with. I had to contact AT&T It took AT&T two accounts and 10 days before setting me up with internet. The additional account was never closed, and its' line items were never transferred from the previous account to the new one. I then received a letter from a bill collection agency as my notice for my outstanding balances. When I tried to talk to someone at AT&T about it they just transferred me 7 times over the course of almost two hours until I made it full circle back to the same department that I originally contacted, and no one could help me. Be careful with AT&T as they're not thorough, and their system has a lot of flaws. I recommend Xfinity as I had them before, and they're way better in customer services as well as in services.

 I just got off the phone with a supervisor at AT&T. I am to the point of tears right now. I have had the worst customer service with him for the past three weeks. I requested an install over three weeks ago I got my daughters address and her new apartment and ordered installation of Internet in mine. The gentleman told me that if I would pay the hundred dollars deposit on each that he would call me back the next morning with an earlier in stall because I couldn’t wait three weeks. He never called me back that morning. I called back and spoke with another person and she apologized and was speaking with a supervisor And swore that she would call back within 45 minutes but she did not. The next day I called back again. This person told me that they would offer me $100 visa gift card if I kept the services and that she could get the service installed a couple of days earlier. My daughter said she could use the gift card so we kept the appointment.But before we got off the phone, she told me that she was sorry that visa gift card wasn’t for my type of account. So I felt like she just dangle that in front of me just like the first gentleman did in order to keep the service. They told me that I could continue to call back and see if there were any cancellations which I did several times. The last time I called back was on the eighthAnd I was checking to see if there were any cancellations. I called this morning to verify that they would be installing my Internet this Saturday. They said that the account was canceled on the eighth during my last phone call. So not only did they not rent refund me my $100 in till I spoke to them today they told me now I will have to wait for a Nother installation and put a Nother $100 down and I would have to wait for my original $100. I have worked customer service for 35 years and I have never seen anything like this. It’s not just one individual it was several individuals. He lied to me to get my business and did not follow through the second person lied to me and said she would call back and didn’t the third person dangled a Visa gift card so I would keep the service and then took it back. And now I’m basically being told that I’m a liar because it shows that I canceled the service on the eighth. And there is nothing she can do according to her to make this right. You don’t treat customers like this!

You are not alone... the night  time customer service is horrible... I  waited on the phone with a customer service rep for 45 minutes and still no resolution.  I asked to speak with a supervisor and had to wait an whole hour to speak with a supervisor. This is unacceptable for the money I pay monthly. 

I have worked in customer service my entire adult career and ATT hands down has the absolute worse customer service I have ever encountered in my life. Let’s start at the beginning. My family and myself opened a four line family plan with ATT. When we were on store speaking to a representative a big emphasize was placed on there upgrade program and that you can upgrade your iPhone every year. When we opened our plan we made it very clear to the lady that was helping us that we wanted the iPhone upgrade program added to our plan. In order to use the program your phone have to be on a 24 month plan and after the 12th month you can upgrade. Tell me why when a year goes by and we try to upgrade our phones not only can we not but it’s because one of the phones on our line is enrolled in the 30month plan which makes it ineligible to upgrade. When we go back to the store that we opened our account with and ATT admitted to their customer service representative pressing the wrong button when she opened our account they still refused to fix it. Then we just let it be no one upgraded their phones we moved on. Then a year later it’s once again time to upgrade. Now I was at University at this time so I couldn’t go into the store to upgrade. I contacted ATT and they told me to just upgrade online. I follow the steps submit my order and everything was fine or at least I thought so. First I checked the tracking number because I wanted to see when the phone would be delivered. When I checked I realized the phone was being delivered on a day when I was at work all day so no one would be there to receive the package. I contacted FedEx to try and get the delivery method changed so that it would not be left at my door and FedEx says they cannot change the delivery method because ATT placed restrictions on the account. Called ATT and they said there’s nothing they can do to lift the restrictions on the package. When the package finally gets delivered to me I’m obviously not home (because I’m at work) so when I get home I see that while my tracking information stated that they left my phone at the door it was not there when I got home. I call ATT and inform them that the phone is not there and that it has likely been stolen because I never received it and FEDEX says they delivered it. After that they tell me that they will send out a new phone and it will be delivered to me by the next Tuesday. Tuesday rolls around and I do not have a package so I call ATT and at that point I am informed that “oh no the other representative that you spent 3 hours talking to about the last phone that got stolen lied to you” it can take us 10 days to file a claim and get it approved and then we “may” resend you order but “ we have to send it through FedEx again because we cannot make it a priority shipment where we send it to a store unless it gets stolen in transit twice. And so now sit been 2-3 weeks since I submitted my order and still do not have my phone.