AT&T Wireless Customer Service Complaints - page 4

AT&T Wireless' customer service is hopelessly fragmented, with a terrible IVR interface and CS agents without the tools to help outside a very narrow range. My elderly parent has had an "AT&T Mobility" account for years, consisting of a wireless (3G cellular-based) home phone base station into which she plugs her old-fashioned wireless phone system. Recently AT&T required her to upgrade to a 5G device. Same idea of a little base unit (model IFWA-40) which connects to the cell unit for VOICE ONLY and into which her normal Panasonic wireless phone plugs. Setting that thing up has been a nightmare because the IVR system consistently sent me to the wrong department. "Wireless phone" nope. "Home phone" nope. "AT&T Mobility" - YES! Except if you mention the phrase "home phone" at all - even though you specifically also said "wireless" and "5g" - the CS rep will say "wrong department" and send you back into on-hold hell.

Even when you finally get to the right department (it's the "wireless internet" department, EVEN THOUGH THIS DEVICE DOES NOT PROVIDE INTERNET), they do not have the skills or tools to troubleshoot issues. About 75% of the time I was transferred to "advanced support" which, as of this writing, has attempted and failed 3 times to successfully disable call-waiting and enable voicemail.

It is not a mistake that AT&T is consistently among the very worst-ranked companies.

I've been an AT&T customer for over 20 years and have grown to absolutely HATE them over the past 3 or 4 years. They used to be the best company as far as coverage and they were at least somewhat efficient as far as billing. I would get a text reminding me that my bill was due and it would give me the amount as well. I could then text my reply to pay my bill and be done with it. Now, I have to remember when my bill is due, then go to the website to get the amount, and then make arraignments to pay it - just CRAZY if you had any experience with how things were before.
Their self-admitted solution s to go on "auto-pay" in which you give them direct access to your bank account so they can go in and remove money any time they feel you owe them - that's something I will NEVER do. Just try to get money back from a corporation the size of AT&T when they already have it before you've ever seen it.
I'm finally done and I'm going to use whatever phone service I can find that is run by human beings.

Worst customer service I have ever experienced this company is a joke!

First off, not all AT&T stores are the same. Franchise stores do what they want and the Corporate stores can't help with any problem you encounter.
Secondly, if you call with billing issues they change plans and options.
Finally, they will tack on monies due to unwanted changes a couple of months later leading to an astronomically high bill and tell you it's because you didn't pay the bill in full a 2-3 months ago. The notes they put in the computer are obviously open to interpretation by the next employee.
I now understand why their contacts are longer than any other company.
Be smart and don't fall into any gimmick they are selling, you WILL pay for it in the end...LITERALLY!
Tip for consumers:
Don't choose AT&T. Avoid at all costs or it will cost you.

I have spent over 2 hours trying to make a payment. I have spoken to more than 10 reps. only the last of which spoke English.
This company has horrific customer service and is fine with people reading off a screen when they don't understand you. I hope they go out of business soon.

Countless hours spent going through robo prompts and hold times, only to get cut off when I reach the customer service agent. They keep disconnecting my home phone and I've never missed a payment. The agents are absolutely useless. The phone connection to call them is Always Crackling and Hard to Hear them speak. I'm switching home and mobile phones to an alternate service provider because I'm sick of taking time off of my work day to deal with these incapable idiots. Their service is horrible, their customer response is disgraceful, and they cost more than any other provider. So glad I'll never have to dial their number again. Only use at&tt if you like to waste a ton of time filing complaints while you pay full price for intermittent service.

If I Could Rate It 1/2 Star I Would! But The Folks On The Phone Are Very Polite And I Have No Problem With Them Other Than, Sorry To Say, Sometimes I Just Cannot Understand What They Are Saying. I Have Had Soooooo Many Opportunities To Talk To Them Because Of Att's Faulty Equiptment And Horrible Coverage Issues! But What Really Bugs Me Is The Dis-ingenuine Script They Are Coached To Deliver!! .... "by The Way Ma'am, How Is The Weather"....."oh And How Are You Today?' (7pm At Night)....."are You On Your Cell Phone Right Now?? You Know You Can Get 25% Off Of Cell Plan!"... Omg They Cant Get My Wifi To Work And They Honestly Think I Would Entertain Giving Them My Cell Business!!
Att Must Hire A Million People In Countries All Across The Globe And They Really Can Only Do So Much.... Att Should Be Ashamed Of Themselves!

Clearly AT&T does not care about service. I have 9 lines with them including devices and they are very difficult to deal with. It takes over 30 minutes for someone to call you back and then it is hard to understand them due to a heavy accent. They refuse to let you talk to a supervisor. I believe I will need a lawyer to cancel the service at this point. The sad part is I just wanted them to fix a mistake they made on the upgrade. Service was so bad, I now want to cancel the service.

3x times trying to talk to a knowledgeable person about my account they just keep rolling you over to someone else to someone else to someone else no one knows what they're doing
4th times I asked for a manager and they leave you on hold never returning to help you so sad the service is lacking in a very large way

Cingular Wireless PCS phone number 512-588-3923, Keeps calling my personal cell phone about 5 to 8 times a day. Tried to contact Cingular Wireless PCS regarding this, all I get is an automated system that wants to know if I am calling about my account. Just because they have caller ID and have my number does not mean I am a Cingular Wireless PCS account holder. This automated system just thinks I am . I want the calls to stop. They leave messages and fill my voicemail up but with their accents it is not understandable.

They are the most dishonest, conniving, corrupt company I have ever had to deal with. In July of 2017 I moved and set up phone and internet service with AT&T. While ordering the service, the customer service representative tried several times to get me to bundle it with their television service. Knowing I was going to be setting it up and bundling it with a competitor in the not too distant future, I refused the offer. In October 2017 I did just that and cancelled my service with AT&T. I was told at that time that I would be charged a fee of $147.83 for breaking my contract. I told them I had no contract, that no contract was ever mentioned when I placed the order. They further told me that I had been receiving a "special rate" (approximately $40.00/month) on my internet service and for that reason I had to pay the fee. $40.00 per month for internet service does not sound like a deal to me, but besides that, had they mentioned that I was beholden to them for any longer than a few months, I would never have agreed to that because I knew I was going to be switching when I set up my TV service. That conversation never happened. I had been paying through the AutoPay program, so I called my credit card company, told them the situation, and asked them not to pay that bogus charge. I was assured they would not. A couple months later, while looking over some old credit card statements, I noticed that they had, in fact, paid them them the fee. I again called the credit card company to complain and was told they could not stop AT&T from collecting the money but would put the issue up for dispute and try to recoup the money. They asked AT&T to return the money, so AT&T's response was to send me a bill for it. I called and spoke to one of their representatives and got no satisfaction. Later I noticed that not only had AT&T taken the aforementioned amount, but the following month they helped themselves to an additional $168.91 via AutoPay. I again called my credit card company and was told they would do the same with that money that was taken. They have taken in excess of $300.00 from me, to which they are not entitled and I am now receiving phone calls from debt collectors because of this.

Calling ATT Mobility (Wireless) actually works quite well. When they are not overloaded with calls, they answer reasonably soon. The reps ALMOST ALWAYS understand my issues and find the answers.
However, ATT's other departments (for landline home phones, business phones, internet service, TV, etc) don't have a clue. Calling there always leads to confusion. I'm almost done with them. Using their wireless accounts is still worthwhile.

At&the is not a very good company. For some reason my wireless bill continues to grow every month. They also continue to add 15 dallars because they continue to state that we are using data when our data is off.we have gone through hurricane and they disconnected my phone because of data usage. I'miss not please with the company I wished I never bought a wireless phone with them.

These three New Cingular Wireless, PCS, LLC (AT&T subsidiary that I assume is named differently to avoid association with this piss poor company reputation) are calling me with nobody on the other end of the line. I called one of them back and they are "no longer in service":

I have had very poor service from AT&T the 2 times I tried them (land line and then cell service). I will NEVER go back... and now this direct/scam calling from AT&T is annoying.

Have called AT&T at least 8 times about a number calling me and no one is there. All customer service agents have been rude and unhelpful except for one. Wow, I'm seriously considering switching to another phone company.

In General, I would give AT&T Customer Service a score of 0 (Zero) but I was lucky enough today to reach a Melissa in the Northern California office. She said she is an 18-year veteran with AT&T. She quickly understood my problem and how frustrated I was with AT&T. She was very intelligent and knew how to solve my problem and give me assurance that I wouldn't have to keep calling about it. Please have Melissa train your customer service people and for the love of God PLEASE get rid of or improve your automated dial tree system. It is enough to make me want to not have to deal with AT&T, ever. Note: the below Reachability and Cancellation/Return Process ratings apply to AT&T and not Melissa, the Customer Service Rep.

I put a check in the mail to pay my bill. the next day my car was robbed and I had to change my account information. I contact At&t about this, to which they said that if fine we will send you a new bill. I warning bill came instead, which was more than my bill and I had until January 21 to pay it. The new check went out in the mail and TODAY (1/12) my phone was turned OFF. I spoke to customer service who informed me that not only are they charging me more than my monthly bill because my payment did not go through (BECASUE SOMEONE BROKE INTO MY CAR AND I HAD TO CHANGE MY ACCOUNT INFORMATION, WHICH THEY WERE MADE AWARE OF) the are also going to charge me an additional $40 to turn the phone back on EVEN THOUGH I HVE UNTIL JANUARY 21 TO PAY THE BILL AND THE NEW CHECK IN IN THE MAIL!!!

About a year ago, my wife lost her phone which I thought was insured. AT&T tells me, yeah, that's how it works, you still have to pay off the phone you lost. In the interim, my Samsung died and I've stuck my sim card in an 8yo iPhone that works fine as long as I don't touch it.
So, I'm paying for three phones and have one that works, my bill is almost $200 per month and customer service has not even offered any options other than to buy another phone (and pay for that one too)
Bottom line, don't waste $10 per month on insurance because if you lose your phone your screwed anyway

I've just spent the last 3 1/2 hours on the phone with customer support simply trying to get a number blocked from my home phone. STILL no solution.

Bait and Switch and cramming fees and charges from sales reps
30-60 minute wait-him-out behavior by customer service
Promised call backs multiple times that never occur and then, when called back, claims they were never promised and/or not happening because the dispute had been resolved
Made to go through the 2-hr cycle each time you call and you are never given access to upper management who can resolve your issue
Rude customer service reps.
Hang ups.
Cramming services to save you money while you are disputing a charge for bait-and-switch cramming.
30-60 minute wait times just to have someone tell you they refuse to do anything and that someone will call you back who never does.

AT&T has the worst customer service I have ever encountered. The times that are available to speak to someone are not helpful to someone who is busy during the day and works at night. The customer service on the weekend is even worse, and will let you know that they will have a manager call you at a certain time, and they won't. This is the most awful customer service I have ever been given, and instead of knowing that the customer is right, they argue with you. Another thing is their existing customers don't get any choices for bundles. Good luck using their services.

I am tired of having my bill on both my services go up every month for no reason. I am also tired of having to call you guys every month just to fix something that shouldn't even have been a problem. I don't know how it's okay for any agent to just keep adding stuff to my acct without my consent. I need someone to get in touch with me so I could cancel all my services.
First my plan was changed without my consent, which someone apologized for, and now my bill keeps going up. This has been going on since Aug and I have just had about enough of it. I just want to cancel my service so tell me who I need to call to have that taken care of.

As a brand new (not even new yet) customer, I was added to someone else's line, had my old number ported over and was then told to come pick up a phone 2 days later - all without the line owner present - wonderful. Upon arriving to pick up my phone, I explained the history of my situation but was immediately told they could do nothing for me without the line owner present. When I requested that we call the owner and provided the owner's name and number, I was met with the dumbfounded response that I was not named the same as the owner on the account nor was I an authorized agent on the line - again, they could do nothing. When I submitted a support case on line, I was responded to, with a request for my phone number....... so that they could call me back. Nice.

Don't switch to AT&T. They promise to buy you out of your contract. You give them proof you paid to switch, wait 9 weeks and they tell you they can't find your proof. Then they say they found it and you'll get your money in 9 more weeks. When the visa gift card arrives it is HALF what you paid to get out of your contract, not what they promised. Don't switch! Coverage is worse.

they always sneak some kind of charge in all the time biggest scammers