ComplaintsforAT&T
Long Distance Phone Service
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Complaint Details
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Initial Complaint
02/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a grandfathered plan with AT&T. The monthly bill is ~$60.Monday 7th February 2022 I went to the AT&T store at **************, Philadelphia. I asked if it was possible to add a second line to the plan. I was told it was.Based on this, I purchased two new phones, for myself, and a new phone for my son. This went through quickly.I then spent some considerable time for the new phones/SIM cards to be added to my plan.I was told that as everything was now 'paperless' I could not get a contract at the store, but that it would be emailed to me.Wednesday I received a email with a link to an online account. I set up the account.I had been transferred WITHOUT MY PERMISSION to a new plan. My monthly bill had increased from $60 to $250.I called AT&T. I was informed that there was a 'service outage in my area.' I redialed multiple times and finally got through to a rep. The rep said that there had been a mistake, she would correct it, and to watch out for an email.Friday I received an email. There had been further changes to my account WITHOUT MY PERMISSION. My monthly bill was now increasing from $60 to $150.Friday I called AT&T. I was informed that there was a 'service outage in my area.' I redialed multiple times and finally got through to several reps. I was on the phone for 1 1/2 hours. The last rep said that there had been a mistake, she would correct it, and to watch out for an email.Sunday I received an email. There have been further changes to my account WITHOUT MY PERMISSION. There appears to be a new plan. My monthly bill was now increased from $60 to $160.Overall, none of the people I spoke to honored my initial request to add a new line to my existing plan.In all three cases my request was ignored, my plan was cancelled, and a new plan was created, which increased the basic tariff, sometimes significantly.Business response
04/06/2022
Business Response /* (1000, 5, 2022/03/11) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a retired att employee. I have been trying to get my retired employee concession on my land line since Sept. 2021. I have made MULTIPLE calls to many different numbers given to me by many different employees that i have spoken with. Today i received a notice in the mail that they were going to disconnect my land line on 2/17/2022 if i do not make the payment. The credit that i am supposed to have should pay my bill through April. I cannot ever get to the employee land line concession department to try and get this resolved once and for all. they are threatening to disconnect my service and stating there will be a reconnect charge. I do not owe them ANY MONEY and just want the correct department to resolve this ONCE AND FOR ALL. Any help you can provide will be greatly appreciated. Thank you. for your time.Business response
04/14/2022
Business Response /* (1000, 8, 2022/03/17) */ AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. Consumer Response /* (3000, 11, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ended up cancelling my home service that I have had for over 37 years. When this started in Sept, 2021 there were multiple orders written by multiple reps that all told me the same thing, that my existing service would be a total of 20.00 plus tax for everything I have, including long distance.None of the orders ever made it through to correct my account. On 3/17, I was told my service would be 20.00 plus tax for LOCAL service and long distance was 6.07(after a 10% discount) plus taxes for a total of 10.28 for at total of around 33.00 per month. I told the rep I did not use the long distance. She said they could remove it. She called me back on Monday and said the company policy now was that I have to pay for the long distance service that I NEVER use to get the discount on my local service. I told her that if I had been told that back in September when this started, I would have cancelled the service back then. I appreciate the help that Donna Green and Leticia Sanchez from the office of the president gave me. I was willing to keep my service as an emergency backup, but not willing to be forced to pay for a feature that I would NEVER use. Business Response /* (4000, 13, 2022/03/23) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been an AT&T customer for 5years and every year they go up on my bill. I call and talk to a customers service rep and the adjust my bill and they still hike my rates up. In Dec 2021, I called because they increased my bill from 246 to 340. The customer service rep gave me a deal that brought my bill back down to 240.00, but when January came around and the bill was still 340. I called and the rep saw that my bill was supposed to be 240.00 which I paid, but shortly after I received a cut off notice because I have on overdue payment for 74.00. and the new billing amount was 401.00. I called and they said I had to pay the balance or my bill would be cut off. I'm tired of the back and forth with AT&T and I want a resolution to my billing issues, There are record of the customer service rep adjusting my bill statement, but when the statements come out they say something. different. I need answers for this problem and I need to speak with someone in upper management along with a written statement of what the bill is supposed to be.Business response
03/30/2022
Business Response /* (1000, 5, 2022/03/04) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
01/26 they charge me 141.85 for the taxes of 3 iPhone 12 mini. A week later without notice took 415.95 out my account. Sign me up to paperless billing without my authorization. So I returned the phones on 2/5 and they are hesitant to still reimburse me the rest of the money for the taxes of the phones. When I signed up for the service they told me that I only had to pay the taxes and that I would not get a bill till 30 days later. They also said that I would only pay 146.00 a month and that wasn't the case. Since I was still in the buyer's remorse period I decided to cancel. They told me that as soon as the phones shipped they would start the credit for the taxes and they haven't. Pleas help me resolve don't know what to do. ThanksBusiness response
03/14/2022
Business Response /* (1000, 10, 2022/02/18) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I called AT&T to get fiber installed well the guy said he's gonna take $100 on my account and I can't do that time and I tell them to cancel the order I've never got $100 back into my bank account and I never got a check from them That PDF that was loaded and attachment is evidence of AT&T taking $100 on my banker count I like it returned backBusiness response
03/18/2022
Business Response /* (1000, 5, 2022/02/24) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an prepaid phone account with ****. I started my in the 13th of the month back in late 2020 or early 2021, I can't remember the exact date. Now, since having this account my bill has never been due on the same date. I suppose to have 30 day plan, that's due on the 13th of each month. However, that's not the case. My **** has went from the 13th to the 11th, the 11th to the 9th, the 9th to the 8th, now the 8th to 6th, totally confused as to why/how a 30 day plan has turned into a 23 day plan. **** is cheating me and probably many other customers out of money and service. I would to refunded. I would like to know why and how is the possible and why they think it's ok.Business response
03/04/2022
Business Response /* (1000, 5, 2022/02/08) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've had another account linked to my account, I am able to see the person name, billing address, creating information. So I AT&T called was on the phone for hrs, was transferred 9 times. Finally spoke to a manager who took like 45min to speak with because I refused to give the rep my information again. So I spoke to Malcom supervisor which I think he gave me a false name. He again pulled account up said that he spoke to someone, and that person said that yeah some people account were being linked in error, ok we fix it I said. He as for my account login information, I was always told never to give that information. So he transferred me to another department with making sure it was the correct area, then here I go providing again to the rep, was told I was in the wrong department.. I want this person account unlinked from my account. But I'm not getting anywhere.Business response
03/11/2022
Business Response /* (1000, 5, 2022/02/15) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
02/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello, My fiancé and I recently moved to Arlington, Virginia. In the month of January 2022, an AT&T Wireless Retail salesperson was at target on Arlington Boulevard, and approached my fiancé about a deal where if we trade in our iPhone 12s, then we get a new iPhone 13s. My fiancé asked if they would pay off our iPhone 12s from our previous carrier, and the sales person said yes. So, she proceeded with the deal and traded in our old phones. When we got out final bill from our previous carrier we went to the AT&T store as she was instructed to do when we initially changed carriers. The nearest AT&T store, which is in Clarendon (which I also want to report has awful customer service), told us there was NO such deal like that and the only deal was just to trade in your phone. I want AT&T to pay off our remaining balance of our iPhone 12s from our previous carrier as promised and report the salesperson for not being clear with the details in the cellular contract.Business response
03/16/2022
Business Response /* (1000, 6, 2022/02/22) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. We believe this should resolve the consumer's issue.Initial Complaint
02/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Back in October I was forced to pay my internet bill twice after one payment never posted to the account and was somehow lost in the system. The money was never returned to me and customer service claimed I simply never paid. I sent them bank statements proving otherwise and they refused to change the bill. Since this encounter I have seen my bill raised hundreds of dollars and dropped to only a few with very little explanation. I even caught them trying to charge me a late fee after they tried to charge a canceled card on my account without my permission. I did not have auto pay enabled. They claimed they tried to give me a credit to my bank and that I owed them a late fee. Now, my bill is $76.57 with the claim it's a late fee. This bill said it wasn't due until Feb 10th. When I called to ask why they simply said that my previous months payments were not going through. This is another clear lie as my bank statements PROVE otherwise. I have had to send statements, and screenshots, and have received nothing back.Business response
02/07/2022
Business Response /* (1000, 5, 2022/02/04) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns. The consumer indicated they were satisfied. Consumer Response /* (2000, 7, 2022/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
01/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I will make this short. Basic summary is that I have a 3G Micro cell because I live in the country where the signal is rarely 1-2 bars at best. Since you at&t is removing 3G I will depend on wifi calling. I have tried many times to rectify the issue with customer service to no avail. I have been told that customer service can't hang up on customers but they do disconnect some how, transfer to wrong department, and put customers back in the phone que to start all over again. I was told that I would get a I phone 11 and a Samsung. I was sent a flip phone. I head a lot of problems getting that sent back since they said they couldn't do anything till it was back in inventory. Finally they got it and then they were to send me the wifi apple phones and none has come. I have had numerous disconnects and transfers, promises from att customer service but no one follows thru. I borrowed a Alcatel phone from my son and att kept telling me that that phone has wifi calling and they even had me work with there service department. I contacted Alcatel and they said the phone was not caplible of wifi calling but att called them and me a lier. Below is a copy of the email I sent Alcatel. "Contact Center ALCATEL; Contact Center ALCATEL; ******************@alcatelonetouch.com Subject: " I have followed att's emails, tried to rectified this thru customer service and after hours of phone time and promises, being transferred to department's that have nothing to do with this, being switched back to the que, I have been with att, Cingular before that for over 14 years(?) and have been very patient but this could be the straw that made me quit att. Now its up to them. Business response
03/07/2022
Business Response /* (1000, 5, 2022/02/08) */ The AT&T Office of the President spoke with the consumer on 2/8/22 regarding a notice received from the Better Business Bureau. The specialist offered assistance sending tech out to repair DSL service. Explained the speed of the DSL is 1.5mg. Explained could not offer free sunset devices for wireless due to him porting out to other provider. The consumer stated they were not satisfied.
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Customer Complaints Summary
47,230 total complaints in the last 3 years.
15,888 complaints closed in the last 12 months.