myAT&T

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I was an AT&T member since the the days of Cingular wireless, around 2005. Their customer service was great back then and continued being great all the way into about 2015, when it changed completely. I used to call when I had a question/problem and they’d answer immediately and provide prompt, helpful service. Now, you’ll be on hold extended periods of time and worse, transferred to two or three different people, some who barely speak english, before your problem can be resolved, then you find that whoever you spoke to never resolved your problem at all and you have to call back and go through the whole process again. Seriously, I was a loyal customer of AT&T for nearly 15 years and always recommended them to friends and family. Now their technology is clunky, they have literally the WORST customer service I’ve ever experienced, and are too expensive for lesser service than other providers. I just switched to Verizon this year and am much happier. Better signal, better deals, MUCH BETTER customer service and cheaper even with all the accumulated years I had at AT&T! You’d have thought AT&T would have made an attempt to keep me, having been a member so long, but they never even contacted me to see what the problem was or what they could do to keep me as a customer. You’re just a number with AT&T....

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I recently got at&t fixed wireless at my new home. I am VERY, VERY UNHAPPY with this service! First of all, the internet connection stinks- it takes FOREVER to load anything! This is not acceptable! I, along with my husband and four children rely on the internet for many things including homework for my children and business for myself and my husband. The 215 gigs is also another problem- how to expect a family to limit the use to this is insane! We watch one Netflix movie and it takes at least 3 gigs. We have only had this service for 2 months and we are ready to cancel! Something to change! My husband and I have been loyal at&t customers for several years. We pay over $8000 per year for our cell phones and before we moved to this new home, we have a telephone landline for over 3 decades with at&t wireless internet in which we were happy with. We only moved about one block from our old house and we were told that we could not get the same service here because they would be able to get the wires back to our new house. I really don’t believe this! I believe that your company wants to rip people off by telling them that they can’t get this service so they can lower the gigs and charge more when people go over the allotted 215 gig! I would appreciate it if someone from your company could help explain why our internet connection is horrible and why we wouldn’t be eligible for the internet plan we previously had for several years!

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I have a story worth hearing: In the beginning of October I purchase 2 i-Phone 11 Pro's. They mention that they have a BOGO deal of buy 1 i-watch with a subscription and get the second for free. Just pay the taxes for both watches. I agree to the deal and ask for a Black one for myself and a White one for my wife. They inform me both orders are placed and they are on their way. In about 2 weeks the black one arrives but the while one does not. They send me an email explaining the white one is delayed until November. In November then send me another email saying the white watch is delayed until December. 2 days ago they send me an email saying the watch is cancelled and they won't charge me for the FREE watch. I call customer service many times over and each time they explain it's beyond the 14 day buyers remorse and that at least I have the first watch and there is nothing they can do about this. Customer service even reaches out to the Loyalty people and they state the exact same thing! Imagine going into a store and they offer a BOGO. They then say we have the one in stock and the other isn't here but when it comes in we will give it to you. Instead 2 months later they say, sorry but we don't have the FREE item but too bad. This is EXACTLY what is happening. I will post this story over every single source I can and share it on IG pages over and over until this is resolved. This is beyond imagination for a company like AT&T to do.

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My husband and I were on the search for a new provider. We had heard good things about the att coverage so we chose to go there. They had a great deal of buy one get one for the iPhone XR. I was super excited. We stated talking pricing and plans with the rep. We got the unlimited and more plan. So the bill should have been $70 for the plan, $25 for the buy one phone, and $22 total for the insurances. We got our first bill of $306. During the process of signing up and getting the phones, my husband and I asked many many times over if there were any other fees; the rep continued to tell us no. We also asked many times over if our regular bill should be about $120, she consistently said yes. We have no just come back from a different att store and were told by them and customer service that there is an additional $70 a month access fee. We asked so many times in store about any fees and were lied to. Now we are at the point that we are going to return our phones and request a full refund, and because we paid with a debit card I am sure that it will be 7-10 business days before we see that money; meaning we will be out phones for that length of time. I am very disappointed and dissatisfied with att. We understand prorated charges because we started in the middle of a billing cycle, but paying $70 more a month because we were lied to, I just can’t see it!

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I have never had a worse experience with any company in all my over 50 years as an adult. I can’t get any resolution after talking to over 20 of your representatives. They are all nice, but afterwards, they either don’t give correct information or the next bill, it’s not what I was told it would be. This all started with a supposed expert who came to our home after being called by your service person who came to change our modem. The “expert’s” name was John Ross Thomas. We can’t get on the internet right here at home without waiting Forever, and it’s worse when we aren’t home. The phone jumps all over the place when on internet. I was told my bill was now on one account, would be $134 something for cell service and internet, and would be drafted on the 2nd of the month. I have a screen shot of that information on my phone from July 3rd at 11:22 AM from online chat with your agent. Today I look at my account, and it says I have 2 accounts, and my bill is $162 something. Oh and ours phones just Freeze up and won’t do anything for a period of time! I have pages of notes of dates, times, customer agent names, and information I was given. Today it appears, it is meaningless. Will you respond to any of this? NO! I am 73 years old, and I have been so worn out being on the phone for hours that I’ve just cried.