AT&T Wireless Customer Service

User Reviews, Ratings and Comments

AT&T Wireless customer service is ranked #169 out of the 628 companies that have a CustomerServiceScoreboard.com rating with an overall score of 47.63 out of a possible 200 based upon 823 ratings. This score rates AT&T Wireless customer service and customer support as Disappointing.

NEGATIVE Comments

696 Negative Comments out of 823 Total Comments is 84.57%.

POSITIVE Comments

127 Positive Comments out of 823 Total Comments is 15.43%.

Issue Resolution

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Viewing AT&T Wireless customer service complaints
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I am sooo annoyed by customer service. Att now out sources there customer service to India and Asia. I tried to get someone who speaks Engilsh well. But I had to be transfered twice to speak with the U.S. It took 12 minutes. I am going to leave this company after 17 years due to this outsourcing.

Anonymous 5/15/13 11:55AM
Wireless customer service sucks. And this is an understatement!!!!!!!!!!!

I am very tempted to leave as the level of incompetence of there late night customer service is hard to believe!!!!!!!!!!!!!

Anonymous 5/13/13 9:33PM
I have been a customer with AT&T for 30 years and until the last year I was pretty satisfied. I mean I would not have given them a 5 star rating or anything like that but I was OK with the service. After I became disabled and had to really watch my money, I started to compare them to other companies and realized that I was paying far more for their service than any other company out there - I was devastated at the amount of money I have spent over the years that I didn't have to if I had been with someone else. Well I started asking friends and family and found out that Straight Talk had the best deal going! They had all gone to Straight Talk!! Well I decided that I would change my service and then find out that they had stopped selling the sim card that would make my AT&T phone compatabile with Straight Talk and them find out that they went so far as to get a law passed that you can not unlock your phone or "jailbreak" as some call it in order to get the sim card????? I checked with other carriers and they don't have to do that with their phones - What the heck??? 30 years with a company and this is what they do to you!!! They will have to answer for this even though I won't be around to see it - and this goes for anybody that works for AT&T - They lie to you they charge you outrageous fees for things I don;t even know what they are - I just know that they are on my bill and I pay for them like an idiot! They are liars, robbers and cold hearted people, God does not like Greedy People at all and they will pay they just don;t know it yet! Oh, but they will!! What goes around comes around - right back at you!! Seen it happen over and over again so that is where I will get my satisfaction!!!!

Idiot 5/13/13 11:13AM
I have been a memeber with at&t for over 7 years. When I have issues, At&t never gives me the service that I need. If I could I would drop this service and go with someone eles. I have all my service with them from tv to wireless phone and so on. Thats not the point. A company like this should know better and someone needs to fix it soon. All of the Customer Service at At&T is bad. And no I dont want any coupons or anything like that, I just want at&t to fix their issues. As much as we pay for the service, At&t you would think could fix the problems. But they havent yet. The CEO needs to take Customer Serivce classes and hire better trained people. Just not someone who reads off a computer step by step.

cliss 5/9/13 7:52AM
Couldn't be anymore aggravated with att today. I just recently up graded my phone and signed a new 2 year contract. All morning I had been trying to text my mother and it kept saying sending failed. I then tried to access the internet to see if it would let me do that and nothing. So I tried to call my husbands phone and see if it would call him. Scariest thing in the world at this point. My husbands picture is on my contact so it shows up when I make a call. Let me also state that I have had service with att for a very long time and always make my payments early. That being said the phone started ringing and then this recording came on that said something like your calls have all been diverted to att please stay on the line. Then this man gets on the line and says that I have failed to accept the terms and conditions of my contract and if I dont call this number within 7 days my phone will be diverted again. I asked him how they have the right to just turn someones phone off when there bill is paid. He said mam you have to accept the terms and conditions and I asked him why att couldn't just call me for me to accept them and he couldn't answer that question. So because someone didnt do their paperwork correctly had my phone call had been an emergency situation and I was trying to contact a family member or 911 and I would have had to talk to att first for them to let me make my call. This is so nerve racking I hope no woman ever goes through this that is going into labor or something and her husband miss the birth because she didnt have time to talk to att first. This whole situation is ridiculous and we called att back to complain about this system they have and without asking any questions or anything just said well ill give you a $50 credit for the trouble. Money is great but it doesn't fix the problem its just simply ridiculous. definitely going to weigh my options after this contract.

Anonymous 5/7/13 11:24AM
Their customer service has went to complete and total CRAP! Seriously, 90% or better of the customer service agents I have dealt with (whether in store or over the phone) are very unhelpful. If they can't find it in the script they are reading from, then they can't help you. THIS INCLUDES MANAGEMENT. They will be loosing a 10 year account due to the lack of knowledge they posses. If I could get a dedicated service agent, we would stay, but "that cannot be done".

Kim W 5/7/13 8:51AM
I was frustrated today by the management after I purchased a new samsung galaxy S 4 and ipad plus many more products for my phones- (Fullerton, CA). The guy who was helping me was complaing to other guys that I ask many questions and I ask him to call customer service for infromation about unlocking my phone but that was not a big deal. I have a child (4ys) during the process she asked to used the restroom but people (att) there told me that they don't have the bathroom for public and can not let her use the bathroom. The reason were she can rob the store and my hubby had to yell at them and then the supervisor told me to walk in with my daughter. When I got in the bathroom was locked and they told me to go back to the store and wait because I can't wait inside their private property. I got frustrated and walk out of the store and went to KFC where my daughter used the bathroom. What kind of service was that. Once my contract is over I will cancel att for ever and won't do business with them anymore.

Fondergugu 4/30/13 6:08PM
Reason for my ratings. AT&T automatically charged my credit card for my GoPhone minutes. Apparently I agreed to doing so four months ago. I was trying to get someone to explain and help. Time: 1 hour, Customer Service Representatives = 3 including the supervisor who said that I could not have a refund. AT&T has a strict policy against that according to her. Phone menus, website, and forums almost useless. Still not resolved. Overall, I am removing AT&T from any future telephone business considerations.

Leo 4/30/13 12:45PM
Terrile, terrible customer service every single time I call them. I keep getting charged for aps that I have not purchased and I do not even own a smart phone!!! And everytime I call they won't help me because I'm not the account holder. I have to get my elderly father involved. This is ridiculous.

whocares 4/30/13 12:25PM
AT&T is losing my business!!!! I have been a loyal customer and because they changed my plan when I returned from Afghanistan I have to live with it. Well, news for you AT&T, soon I will be a Verizon customer!

Soldier 4/29/13 8:09PM
I had a very bad experience with AT&T customer service reps Destiny and mgr Eric Loe. Having being with ATT for the last 2+ years, they were not willing to work with me on a bill that had somehow reached $500. I called to see if they would make some adjustments but incredibly i was asked to move to another carrier. ATT charges more than what is stipulated and their charges are astronomical comparatively to other carriers.

NPVX 4/29/13 11:02AM
Every time I call for billing changes and to move service to another location THEY AT&T DRIVE ME INSANE .... The hours spent will never get back . Transfer to one to another customer service agent who will not tell the truth , ask for your SS# DL# Credit card # . You think your at a closing for a house . I hope the all go to hell !!!

Mike 4/27/13 6:49AM
Very bad customer service! The manager and employees have deceived me and handled a situation I had there just recently very unfarily!they showed no interest in helping me solve my issue. That was the worst experience I have ever had in that Store. (1345 Harbor Blvd Fullerton CA.)

Meme 4/23/13 2:05PM
Setting up wireless internet and after 30 minutes on the phone and three "transfers" I still don't have wifi

Caitlin 4/22/13 9:47AM
At&t Sucks!!! Their Employees Are A Bunch Of Liars!.they Don"t Do What They Tell You They Will. Spend Hours On The Phone And Still Nothing Gets Done. They Are Rude!

Anonymous 4/20/13 6:48AM
At&t is horrible. There customer service, their website. I just tried to set up my online account for my business and they couldn't send my online confirmation code because NONE of the numbers they have on my account would work. I cancelled my service in my home because they improperly set it up, they refused to come out at a time that was convenient for me, I have gotten in arguments over the phone with them because they insisted what they were saying was right. At&t just sucks. I have no clue how they are still in business.

Anonymous 4/17/13 7:49AM
Very bad service changed my account to my wife's name I was charged twice for month of February called customer service no help called corporate office number but you get connected to collection department what a fraud,. Shame on you AT & T I thought you were the finest but shame on you

Anonymous 4/16/13 10:10AM
I am do disappointed with AT&T. Went to the ATT store in New Berlin, WI and was told that the phone I wanted to upgrade to was out of stock and they would call me as soon as it came in. I have called three times in the past two months only to be told the phone was not in and that my name is "posted on the board" to call as soon as it comes in. Stopped in there today to find out the phone has come in and gone out of stock many times in the past two months. I reintroduced myself to the sales person who had assisted me the first time and asked why I wasn't called. He barely took his eyes off his computer screen for a millisecond and claimed he doesn't "remember." AWESOME CUSTOMER SERVICE ... NOT! I have never been treated so rudely. I have not renewed my service plan and I guess this is the final straw to move on to another company. So many problems with them and apparently they do not care who they offend. Do yourself a favor and run away!

Anonymous 4/14/13 1:42PM
the worst experience I have ever had with a company... if any little thing happens it will take several hours in phone calls to solve it. Its so ridiculous. I wanted to switch but Verizon is not in our area....

They are horrible.

Anonymous 4/12/13 1:43PM
agents dont know the process to handle the missing payments / misapplied payments, they just transfer the call from one dept to other.

Anonymous 4/9/13 11:10AM
I just wrote a long review for another review site, so will not repeat everything here. Suffice it to say, there are hidden costs (activation fees, for example) which we were not told about; we were signed up for a more expensive plan that we agreed to; employees unable to get into our account; wrong information provided to us; they did not do things they said they would; and lack of communication. This all related to the Roseville, Minnesota AT&T store. I have spent hours trying to straighten out problems, and find now that our bill will be $5.00 higher per month than we were told by two employees. Beware! They are interested in selling, not customer service!

Anonymous 4/9/13 8:53AM
The account I'm connected to is not my own I'm very unhappy that the service has been restored,but the DVR is not working and all of the programs that I recorded are no longer available!In fact the DVR is no lon- ger working at all. I can't believe these kind of things happen with a company that is one of the most respected and revered in your business. I don't see how you expe- ct to continue staying in business with such incompitent service. I hope this will serve to help your QC dept.get their act together. Sincerely Christopher Chisholm

Disgusted 4/5/13 10:48PM
Worst customer service ever!

I am a CPA working out of my home. I use AT&T U-verse for my phone lines, (home, business and fax), internet and cable. On 03/25/13, I had a schedule "change" to my service because I contacted a local AT&T cell phone store that was able to reduce my monthly cost of services with some promotional deal from roughly $190/month down to roughly $115 or so per month. They stated that AT&T would be changing the billing from my name to my wife's name (big deal.) and that they'd be coming out to swap out our cable boxes. (again, big deal)

Instead what happened was Saturday morning around 2am (yes, I was up that late) my cable services got disconnected. I figured it was just a cable outage that do happen from time to time. So I was trying to wrap up a few things online before going to bed only to find out that 10 minutes later, my internet had gone out. I figure, "whatever", time for bed.

First thing in the morning, my wife wakes me up to tell me that our phones are all dead. Now the light goes on. AT&T turned off all of our services on 03/23/13.

I did mention I am a CPA, it is the middle of tax season and I do work Saturdays. Not only that, but I had recently been to a job fair trying to promote my business for income tax services and was expecting I might have some new clients calling. I can't have no phones, no fax, no e-mail, no internet. AT&T effectively shut down my business! Thankfully, my cell phone is on an entirely different plan so I was able to call AT&T's wonderful customer support. About 1 - 1.5 hours later I've gone up the chain at AT&T technical support, customer support, sales support, etc. They told me they were putting me to the 3rd tier (top tier support service unit), but they were busy and unable to get on the phone. The service agent even walked to the department to see if he could get someone on the line, no go. So he promised that they would contact me within 1 hour.

1 1/2 hours later, still no call, I contact Customer support yet again. The low level customer support agent says he can help me, I explain to him, he cannot help me, I've already been through this already. I provided him the ticket # of my last support call. He, more or less, ignores that information because he has to perform his magic. About 30 minutes later and after suggesting he can have a service agent come out on 04/02/13 (earliest available), I demand to speak to his supervisor.

I didn't get the supervisor's name, but she managed to apologize to me for the 100th time and said she'd be able to resolve my problems. Now, I had explained to each and every person I spoke with on the 23rd that "I am a CPA, it is in the middle of tax season, I can't work, my clients can't reach me, potential new customers can't reach me, you've shut me down!" She "guaranteed" me that she will have a solution for me within 1 hour. "I promise you'll have a call back, from me, within 1 hour. This is my problem now, I'm taking over the case", etc. Do you want to guess if she called me back or not? You're right! She didn't.

Some time later on the 23rd, AT&T restored our home phone line. They restored our cable services. But they did not restore my business line or my internet. The 2 services I need for my work, go figure.

Thankfully, they didn't cancel the service set up for the 25th because they would have potentially shut my business down for up to a week and a half. Tecnhician gets cable working properly, gets my internet working properly, home line works, he is all done. But wait, my business line still doesn't work! They manage to give him a bit of the run-around for 20-30 minutes. They were saying that my business line was on another account. Nope, on the same bill as everything else. They tried to suggest it was analog, not digital so it was not part of the same service. Nope, it is digital. They suggested giving me a new phone number if they couldn't resolve it. You kidding me?!? I told him, not unless they want to pay thousands of dollars to correct my web presence, advertising, etc. The technician finally gets things resolved, leaves me his number in case I have issues, etc.

I get a customer survey. "How'd we do from 0-10?" 0, of course all around. Do you want a customer service call back regarding your service? Yes, I'd love one, since they didn't call back the first 2 times!

I get a call a couple of days later. "This is your customer service from AT&T calling you back regarding your experience...Let me tell you about our promotions if I may....(I'm rolling my eyes right now)....uhh, wait, I'm having computer issues right now, can you bear with me?", I say, "Sure, why not....". 5 minutes later, "Um, I can't get my computer to work, we'll have to call you back another time. Have a good day."

Have they called me back? You guessed it right again! NO!

Isn't their customer service great?

Moral of the story....Find another service.

Mike CPA 4/2/13 3:24PM
Thank you, this is great info. I will put this website in my favorits!

Anonymous 4/2/13 2:57PM
I'm trying to contact AT&T about an old account that was closed and completely paid off over a year ago. (a collection company claims I still owe AT&T money, and I'm trying to verify whether or not this is true) I can't figure out how to talk to a live person if I'm not currently an AT&T customer. Every option I try just leads to "Call 611 from your AT&T phone" or "Contant your wireless provider".

Cla 4/2/13 12:33PM

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Viewing positive AT&T Wireless customer service ratings
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So I know a lot of people have been having issues with AT&T's customer service, but I just had a really great experience.

Before, I had talked to three people where one told me the wrong information, another hung up on me, and the third hardly spoke English. I was getting pretty mad and about to switch to another company. Then today I called and spoke to a lady named Deborah who was the nicest, friendliest, most helpful customer service agent I have ever spoken to. She apologized for the way I was treated before, gave me the correct information, and even added money to my account for a mistake that was made earlier. When I told her about the first person hanging up on me, she said "Oh I never hang up on people. If they hang up on me, even if its an accident, I try to call them back and see if there is any other way I can help them." She was so friendly and helpful that she is the reason I am staying with AT&T. When you get off the phone and feel better than when you started, you know the person you talked to really cares. Thank you Deborah! You have made my day better.

ry1206an 5/15/13 4:53PM
The Technician Was Very Helpfull. My Cp Work For One Day I'm Back With The Same Problem Cant Get The Internet To Open The Windows, I Click

CHELA 4/25/13 2:19PM
just got off the phone with them they are really helpful playful and nice (: they even helped me out by taking off 100 dollars off my bill (:" thank you i really appreciate how nice they are '

Ashley'Barbie Serna 4/25/13 8:49AM
Excellent customer Service by no other Representatives ever and wishing to switch service. One woman was extremely helpfull.
I believe her name of Latisha A+ Thank you so much

Jessica 4/24/13 9:10AM
Although my overall experience with ATT is good, as of recent it has been horrible. I have been with the monopoly for 12 years and I am about to cut the cord. I moved into a new home about 2 years ago and the reception has decrease. Dropped calls, phone showing signal but not ringing, and voicemails without # in the call long. Called ATT several times over the past year, once I realized the problem was consistent. Finally today I said enough is enough, called and the rep said we are still having problems with the towers in your area. But you are still charging me 80 bucks a month and the problem is documented. She suggested I go to the retail store and purchase a separate device to help me reach their signal, lol. Really, why in the heck would I buy an additional device to recieve the service that you are responsible for giving to me. Last month the rep took 40 buck off my bill (they are famous for that). If they had any sense they would lower my monthly bill to reflect the poor service to keep me as a customer. I am going to straight talk and taking my number. Half the $,for lower or same quality of service. I refuse to further comply with ATT cramp.

30906 Area 3/31/13 12:18PM
I was with AT&T for 15 years, and then I left. I totally admit, I made a huge mistake when I left them. I went to one of their larger competitors and have had nothing but one problem after the next. I am currently in a contract with that other company, and it is a battle. AT&T has the absolute best customer service, best all the way around. How I miss them. I left them because there was a time that I didn't have service while traveling. But, now I deal with marginal service and have for the past 5 months. AT&T - you were and are the BEST!!

CCCollier 3/26/13 9:18AM
The service I have experienced at the Jackson CA store has be exceptional. Service is prompt but never hurried. Tyler is an asset to your organization . He is courteous, friendly and knowledgeable. He has always been able to fix or explain any problem I have had. I have been more impressed with the patience I have witnessed from the Manager of the store and Tyler with customers that are confused. Because of what I have witnessed and the service I have received I have never considered another provider.

Anonymous 3/23/13 8:41PM
AT&T's service man Bill Shilling was tremendous! Unlike other AT&T servicemen that have come out, Bill saw and addressed problems (i.e. "rats' nest) that other servicemen tried to avoid. He was efficient, courteous, and professional while addressing the problems effecting our installation if U-verse. Thanks Bill!

Anonymous 3/16/13 1:24PM
AT&T Redding,Ca
Went to the store with another service provider's phone customer representatives were helpful and very attentive the whole time. Store deserves an A+ for customer service.

Anonymous 3/9/13 8:04PM
At&T is the best! We have a problem in our internet connection and Mr.TIMOTHY is very helpful and very good to assist me with my connection problem..He is the best in helping costumers..

Rose 2/21/13 9:28AM
One employee that works for this company is good, he was very helpful and actually got the job done. Employee VG833P. hes the only reason i no tolerate at and t

unknown 2/12/13 9:47PM
Jacky from birmingham is the best customer service professional i have had the pleasure of working with in many years. She went way above the call of duty to satisfy my internet concerns.To whom it my concern this young lady researched my problem over several phone calls and returned all promised calls on time with a solution at each call until the problem was solved.she is what customer service is all about.wow i`m still Smiling.SHE IS THAT GOOD. thanks for hiring her.

mr.patterson 2/7/13 7:15PM
I talked with a very nice young lady - very prompt.

Anonymous 1/5/13 9:04AM
I had troublewith my phone talked to ron who was in mississipi he was great help super friendly took the time to help me. Thanks paul

Anonymous 1/3/13 8:27PM
I called AT&T for help getting my new phone activated. I talked to Laralen she spent so much time with me and was so helpful. I really appreciate her help. She did not get frustrated which I would have. I am old and have a hard time with cell phones. I would like to thank her.

Kim Thompson

jae566 1/2/13 6:07PM
I too have had the worst customer service in the store with incompetent rep/reps. But......
I called today and spoke to a Britney in North Carolina and Bless her heart! She is the kind of rep that should be working in the Mililani Store. My contract is almost up and I wanted to know why I should stay with ATT. She confirmed with me why I should stay due to the fact that ATT does have excellent coverage which I know from experience. I was in Escalante in Utah in the middle of nowhere and only the ATT phones were still working. She explained how the ATT towers operate. Thank you so much Britney! She was the best ATT rep ever! Yes, I will stay with ATT. I guess you have to look at the bigger picture and coverage is my top priority. Again, Britney from North Carolina should get promoted to "Director of Customer Relations" because she did keep an ATT customer who was about to make the Switch! Aloha Britney! You go Girl! Happy Customer after talking to Britney.....Amparo from Wahiawa, Hawaii

Anonymous 12/27/12 9:01AM
I also posted this as a positive comment since I did get a problem resolution, but this is probably more likely to help someone else down the line if looked up as a negative review. I went to my local ATT Store and got the trick to get a real person on the phone when you dial Customer Service for wireless support. Immediately after they answer the 611, dial 0. This is also supposed to work on the 1-800 number, but I had my success tonight with the 611 number. I think it was probably because I was quicker on the trigger on that particular try, so you may have to try it a few times with both numbers until you beat the system that will otherwise hopelessly lock you into their useless automation run around. I dialed 0 tonight and actually got a real human being on the phone and a resolution to being refunded some money due.

Massachusetts 12/15/12 7:22AM
I went to my local ATT Store and got the trick to get a real person on the phone when you dial Customer Service for wireless support. Immediately after they answer the 611, dial 0. This is also supposed to work on the 1-800 number, but I had my success tonight with the 611 number. I think it was probably because I was quicker on the trigger on that particular try, so you may have to try it a few times with both numbers until you beat the system that will otherwise hopelessly lock you into their useless automation run around. I dialed 0 tonight and actually got a real human being on the phone and a resolution to being refunded some money due. I gave an overall positive rating only because I did get a resolution, but I really should not have had to burn some gas to drive to an ATT store in order to "learn the trick" to talk to something other that a bunch of automated tape recordings. Also would have been nice if I could have chatted online at ATT.com to resolve, but they only want to chat if they want to sell you something.

Massachusetts 12/14/12 7:10PM
I had called in to talk to a customer service rep. (Colleen Gross) about my bill. I have called several times to get my bill in order/ask for information and no one has been more help than Colleen. She was wonderful, knowledgable and helpful. Your company NEEDS more Colleen Gross type service reps! She was FANTASTIC!

Anonymous 12/11/12 1:35PM
I just switched from Verizon to ATT and I think they have been great with service. I think lot of people out there are just asking for too much. the people that work at att are just like you and me. and they all are trying best to make everyone happy. wait till they go to other service. they are not going to get any better service.I believe that if we treat other people nice than they will be nice back.

rpark91p 10/29/12 5:34PM
I work with customer care, and I think overall the customer service is really good, over the phone, most of the calls I recieve from angry customers are because a sales person at the store did this and that, they always lie to customers, I think att should improve the customer service and training for store's employees

Josh 10/13/12 8:19PM
Ive only had two reasons to call and I personally had great results. But me issues were not too complicated. Curtis was great and friendly!

Anonymous 9/20/12 1:26PM
i love at&t customer service, they are so great! this is the best carrier versus verizon and t-mobile! i love at&t!

happy at&t 9/9/12 10:59AM
My daughter's 3G display on her phone was gone and there were no bars. Basically, she had no service. I called customer service and spoke to Vicky who was GREAT!! I am an "authorized user" on my mom's account and KNEW that I would encounter problem's. I was wrong. It's easy to express frustration on phone sites but one rarely expresses gratitude when things go well. So Vicky, I thank you for your help. My daughter will now be able to get a call later tonight from a classmate so that her Spanish homework will be completed for tomorrow.

Peanut97 9/5/12 2:29PM
I'm loving the service I get from them. The service reps are always helpful- if you're asking stuff within reason. And even when I have requests that are a little more unreasonable, the CSRs at least attempt to explain why they can't fulfill my request. Compare that with the bad service I got from Verizon when I got stuck with their phones at my work, and there's no real comparison. Everytime I needed help with my line or my wife's, whether in the store or phone, they do seem to go out of their way to help. And before the flame wars ensue- no, I do not work for AT&T- I work at Virginia Mason in Seattle. And btw- in all my travels I've had no big issues with their service. Can it be better? Absolutely. Is it the worst? No way.

Prae174 8/27/12 12:24PM

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To the AT&T customers out there complaining about there services. Folks don't blame or get angry with the customer service employees you talk with,many of them are young and poorly trained by AT&T. AT&T now pushes quantity not quality. If you must complain reach out to the person responsible who is there new CEO (Randall Stephenson) who is responsible for the practices and procedures for AT&T. Call him up and complain to him,not that he really cares,but it can't hurt and who knows if he gets enough complaints he may do something to make life easier for you and the AT&T employees who work so hard.
Anonymous 2/15/13 10:41AM
I use to work for the tech department for att. Once I started the training I learned a lot about how the network operates which is a joy when your interested in that type of stuff. Our trainer would always make the comment "you'll never even talk to our good customers" and boy was he right. Since I started taking calls every single one of them was because of an idiot not updating their operating system on their device. If their was a tower outage in an area I would always hear "I think I should be credited for this, I'm losing 10,000 by the min!".

I actually had a girl next time me crying because a customer was yelling/cursing at her in which she quit after that one call. I never thought how bad society is until I started that job. I also think nobody works because it'll be a work day and somehow they are able to call in. Most of the customer that call in never pay their bill, but yet they are "valued customers". The policies set by att is kiss the customers ass, but try not to give credit, but try to wow them by selling them something.

The company never trains their employees when it comes to a new service/products, which leads me to believe the company is so cheap and paranoid about losing money with training courses that they just hand you a piece of paper and say "good luck, use our knowledge base to find your answer". Since customers have no lives and they are to lazy to actually trouble shoot their own problems and the call volume is high. They actually force employees to stay in the call centers until the volume dies down.

I have a family and I don't care about the customer enough to not help my kids with their homework and actually spend time with my family. I actually had one customer stated she wised we were open 24/7, in which I told her we have to get some sleep at least and her response was "I pay 100 bucks a month so someone should be ready to help me whenever i need to call". I found myself hating each person that called in because it usually never had nothing to do with the service. I probably had at least twenty or thirty calls about email issues.

Also stop buying iphones because they are crappy devices and they are bad about dropping calls, which again is Apple not att. If you thinking about working for att; I suggest you look else where. Your life is basically owned by ugly people who always have a past due balance.
techie 9/19/12 9:38AM
I just want to say that I'm a former att employee. I worked customer service in a call center and to be honest most of you are right. att doesnt care about customer service they care about money...but word of advice the representative youre talking to probably hates the company more than you do so if you want someone who is truly going to help you out be NICE...calling in and screaming first thing is the worst thing you can do...you become just another angry customer at that point...calling in and asking for help rather than demanding...youre their new best friend for 10 mins...good luck everyone
Anonymous 8/17/12 8:08PM
i work for att and love the benefits! i enjoy being sodomized by my boss daily (its usually what im actually doing when i put people on hold! ;p), it more than makes up for the sh*tty salary i make! i love deceiving customers that enable me to keep my job and most importantly i love my att service at home that i pay full price for!
iworkforattandgarglecumdaily 7/3/12 12:58PM
I do contract work for AT&T on the chat support. AT&T doesn't have a clue about customer service. They are too big to give a crap. We could do so much for customers, but AT&T not only ties our hands but our feet too. And as far as our situation. If we are not busy with chats, we have to sit at our stations, not allowed books, magazines, phones, browsing the internet, pens, paper, snacks or anything else they may think of. AT&T is the worst company I have ever worked for and I've worked for a few. I would rather have a colonoscopy daily than continue to work for them. They now have techs in the Philippines that are just awful and I feel so so sorry for any customer that happens to get one of them.
anonymous 4/16/12 6:09PM
AT&T has become a complete waste of time and money. Over the past several weeks my wife and I have had recurring issues with receiving emails on our smartphones from AT&T. I've run multiple tests that show that messages show up in our email accounts almost instantly, but can take up to 8 hours to arrive on our phones.

I've run multiple recurring tests that point to an issue with AT&T, going so far as to create a documented log of all the instances over the past month of this issue occurring.

Yet, every single time I talk to AT&T they tell me that it's either: 1) Problem with my email service provider, 2) Problem with my phone's software, or 3) Something else that is not within AT&T's control.

I take great pains to point out to them that: 1) If it's a problem with my email provider, then why does my wife (whose service is with another company) have the exact same problem? 2) If it's a problem with my phone's software, then why does my wife's phone have the same problem when it's a completely different phone OS (Blackberry vs. Android)? 3) If it's some other problem, but not AT&T's then whose problem is it?

I've been a customer of this POS company for close to 15 years and their customer "service" has gone from marginal to completely insulting and non-existent.

I'm actually at the point where I'm willing to pay close to $500 to cancel my contract with this POS company just so I don't have to deal with them any more.

Oh, and forget about upgrading your phone now. AT&T has recently implemented a new policy (didn't tell anyone about it) that as of March of last year, you don't qualify for an upgrade until you're three months away from the end of your contract.
Mika_England 3/8/12 11:02AM
I started working customer service for AT&T back in August, and let me give some advice for some the people calling in for customer service. Never ever go to a store to get a new phone, they never make you aware of all the charges you'll have on your bill and prorated charges. The reps in the stores work on commission, they'll find any little thing to add to your acct. without telling you. Also, most of the reps that work in my call center have no problem applying credits to an acct. as long as they're for valid reasons. If you have problems making a payment through our automated system, I always waive the $5.00 fee, and always try to find the lowest price plan for a customer and ways to save them money. I know not all reps. take their job as seriously as me or care as much, they're just there to earn a pay check. But it's the same for any customer service with any company, not just cell phone companies. I've had Verizon since 1998 and they're technical support dept. is horrible. My wife and i upgraded our phones in October and after a month and a half had problems with people calling us and our phones weren't ringing, One rep advised me that my wife's phone had a software update available and to take it into a store, i took it into the store and guess what... her phone was already using the most current software version. It took 10 separate calls to their tech support dept. to finally get someone that knew what they were doing and fixed the issue with their network. And our cust. service is open 24/7, just call us at 800-331-0500 and you'll reach someone in the U.S. to speak to, not another country. Verizon's cust. service closes at 11 and is only open Mon.-Fri., only their tech support dept. is open 24/7

attrep 1/28/12 3:18AM
I work in the customer resolutions dept and everyday we have to deal with ppl calling in wanting to cxl bc of issues that they themselves have created and for some odd reason they think that we can do everything for them. Yes we can give credits...but umm..for the ppl who call in all the time wanting ur credits ur accts are flagged and if it is then unfortunately no one in att can issue you a credit or make any adjustment on the bill.

Also, STOP GETTING IPHONES!!!! these phones constantly drop calls, the ios system doesnt update right, you break it or lose it and didnt have insurance..etc, etc. we're sorry but we are not allowed to do any early upgrades unless you are willing to pay an add'l 250 for the phone.

AND THIS DEPT DOES NOT DO ANYTHING ABOUT EARLY TERMINATION FEES!!! IF WE FIND A ISSUE WAS MDE WITH US THEN WE MIGHT WAIVE IT, OTHER THAN THAT ITS A BILL DISPUTE AND ONCE WE CXL UR SERVICE THERE IS NOTHING WE CAN DO.

CALLING IN CURSING AND SCREAMING AND YELLING, DOESNT HELP UR ISSUE AND IT HONESTLY MAKES US WANT TO HANG UP ON YOU. WE DONT GO TO BED WITH YOU OR WAKE UP IN THE MORNING WITH YOU SO THE YELLING IS UNCALLED FOR AND UR ISSUE WILL NOT BE RESOLVED THE WAY YOU WANT IT TO.

EVERYONE IN MY DEPT ARE VERY NICE PPL AND WE GO THRU MORE TRAINING THAN THE CUSTOMER SERVICE REPS BUT WE ARE HUMAN AND WE DO MAKE MISTAKES!!!!! BUT WHEN YOU CALL IN PLZ BE KIND AND COURTEOUS BC YOU NEVER KNOW WHAT YOU CAN GET OUT OF US WITH A SIMPLE PLEASE AND THANK YOU
Anonymous 1/16/12 10:27AM
I work for a contracted agency for AT&T. We do support for a specific device (I can't say which one for security and they'd know where I am). I get calls for this device routed to me automatically. However, if the regular customer service line is full, you come to us to be faster. I'm sorry, but I'm not trained 100% for the other devices. I am trained completely in billing and stuff, but not in tech support.

Also, half of the time when people call in, they want me to give them money for something that isnt there, or tell me how to do my job, or that someone else told them they can get money. I have news for you: TELL THEM TO NOTATE THAT. I physically CAN NOT do it if the adjustment is not notated. Please people, listen. Half of the time that is the problem. People dont listen to anything I say unless its preceeded by a dollar sign. I had a lady yesterday yelling in my ear about this 35 credit. i put her on a silent hold so i could look for the notes. i told her i can hear what shes saying, but she can hear me for a moment. THEN SHE STARTS TALKING TO WHOEVER IS IN THE BACKGROUND ABOUT HOW SHES LYING TO ME AND JUST WANTS MONEY. REALLY?????? I CAN HEAR YOU. IF I COULD, I WOULD CHARGE YOU MORE. have some common sense...

I love people that say "its not your fault, but im venting". Thats ok. I personally cant go climb up your tower and turn it back on. It just doesnt happen over night. If ATT isnt that good in your area, dont get it!!!!!

And for Iphones. THEY SUCK. AND IM SORRY THAT I CANNOT GIVE YOU A DISCOUNT ON ONE, IM SORRY I CANT UPGRADE YOU EARLY. I CANNOT DO IT. NOBODY CAN. STEVE JOBS AND APPLE DONT ALLOW IT. WE CANNOT DO IT. DO YOU HEAR? WE CAN NOT MAKE CHANGES TO THE IPHONE.

THANKS.
- A Representative Who Cares For People Who Aren't Greedy Or Mean.
Anonymous 1/2/12 2:07PM
some AT&T customers would lie with all their might just to get an adjustment, Hello?? we could track if what your saying is true or not, all your activities in your phones is being tracked by our system. AT&T is a big company and it doesnt cheat on people, some customers are just plain dumb.
Anonymous 9/17/11 6:35AM
If you have a little piece of mercy in your heart, you won't make your call endure more than 6 minutes and you won't call for unworthy things. I just saw one of my partners crying because some imbecile customer was yelling to her like the nasty dog he is. Don't be that terrible way. Most of us are just 17, 18, 19 years old only. It could be your son, your daughter... don't do it, please. Don't be racist either, you don't know how much efforth and willpower it is needed to do this job. It seems easy, but it's the hardest many teenagers could ever have.
We deal with real problems... all of the day; problems that have to be solved before the call ends. And I'm sure we will. We're only asking for a lil bit of patience, comprehension and a tiny smile - I can asure you we can feel it even when we can not see it by the phone.

Thank you.

-- Wireless service rep. Team.--

-
Anonymous 8/25/11 12:29AM
I try to help customers as much as possible, but most of the time customers want the impossible. I understand some of you have been loyal customers and have been with at@t for a long time but we still have to go by policy. Most of you do not monitor your account and expect us to adjust your account for charges you have had on there for 6 months or longer. It is your responsibility to review your bill and take care of what is past due and what is actually owed. Listen to the expectationst that are set when changes are made on your account and read your customer service summary.
Anonymous 8/10/11 4:02PM
Horrible company,as an ex-employee, this company does not care about their employees or their customers. Choose another provider.
Anonymous 6/27/11 6:39PM
I am an AT&T billing agent. I handle billing for all services. Uverse, landline wireless DSL and everything in between. First I woulld like to say that in more cases than not I find charges on accounts to be valid. Now, that being said let me tell you why you have problems with billing and customer service. All AT&T agents from tech support, customer support, sales and billing have a quota. We have revenue target that we must meet. This means I am going to help with your bill, I will explain all charges and adjust if necessary, in mst cases I am adjusting to satisfy you as a valued customer. At this point I need to sell you something an upgraded a cell phone anything I can. If I am successful in this endeavor, you will next month again see unusiual charges on your bill, because I did not take the time to explain to you what happpens next. You will see prorated charges. if I upgrade you internat you'll a partial charge + a month on advanced. Because I did not explain this to you it will require another call by you to say to me every month I have to call! I then explain the billing adjust if necessary and again try to sell you something. It is a sad vicious circle of Hell. I have had cell phones with AT&T for 5 years and uverse service for lil over one. My bill NEVER CHANGES, because I know how much my services are and I NEVER CALL. If you have what you want the little freebies or promos are not worth the headache. Pick a lane and stay in it. Now as to issue of transfers. Agents are also held to other quota amount of time on a call. Hence why everything is not explained fully and clearly, I have to fix your issue, sell you something and get you of my line in 11 mikn or less, cause I've got calls in que anbd some has been waiting for 20 min to talk about a .10 charge on their bill or it could be someone who's service is out and they need help. I am a customer and an employee however I fear I will not be the latter for long, because I do take the time to explain things to a customer and my calls are way too long. God Bless all of AT&T's customer's for putting up with it!
Anonymous 12/13/10 7:05PM
i am an agent for at%t customer care and what customers dont realize is that we can see everything...if you say your call dropped , we can see if it dropped...the comment about the sierra wireless card that was replaced by us , well sorry to burst your bubble but asurion replaces bad devices they send out...not at&t...if people were not so cheap then they wouldnt have to make up stories about their services not working...also learn some humility and just admit that you didnt take the time to learn how to use your phones properly...i guess we do have a chip up our butt...it is our customers always trying to take advantage of us...
agent 11/1/10 8:10AM
Hey guys I work for att wireless outsourcer(not going to mention who) but what the previouse person said isn't true for all its employees. I work in the customer relations department-something verizon doesn't have-but we go through about 3 weeks of 40 hour weeks of training to make sure it is right. we try to make it right and usally help with whatever we can, sometimes what you ask for is ridiculas. Just think about it if you ran a business and all of your 80 Million cusotmer called in to get half of there bills waived or a 400 dallor phone sent out to them every day. We do what we can but think about what you want befor you call and make sure that it is realistic.
ATT Agent 6/2/10 9:04AM
The customer service dept. is not run by at&t, but by a company called Convergys. they pay low wages & have trouble keeping employees. Employees are given minimal training, and that traing is very poor for such a complex service. Charging $1.50 for every voicemail and directory assistance is SUCH a ripoff. And why they charge for text messing is beyound me, since you're not using anything that costs at&t money. Ranked 3rd in nationwide survey for dropped calls. (Verizon ranked #1). Convergys employees have the power to immediately credit your account upto $250.00 AND give you hundreds of extra free rollover minutes, but this seldom happens.
Anonymous 1/18/09 8:26AM