I upgraded my service plan from pay go to monthly with the understanding that my iPhone and Apple Watch would work together if I did. The person that I spoke to in advance was with a customer, so I ended up with someone else. It was apparently his first time with the upgrade process I needed to follow and it ended up taking 2.5 + hours to complete. During that process I was told that my UID had been locked out and could no longer be used, but they were on hold with someone who could fix the issue. During that time, I agreed to get DirecTV Now. I was also asked if I wanted internet service through AT&T and stated that my current service was really fast. I was then told that fiber was available which was much faster than my current provider and if I upgraded I could get it for $60 per month. I was also told that I would just need to tell the installer to put in the gigabit ethernet cable and if there were any issues with that to call the sales guy back and he would clear things up. So as the salesperson continued speaking with wireless retail support, he sat down the phone and stated I was going to have to get a new UID. I had my ID for a long time, but reluctantly accepted the fact. The sales person proceeded to ask for a new one from retail support but did not write it down. So, he had to then speak to support again and request a third one. When I finally did get a new UID my name was misspelled. Though I was originally told I would have the same phone cost and services as prepaid, it turned out I would need to add $10 total for the Apple Watch service. After everything was finally working they did some kind of test and sent me on my way, which was great since they were now closing. That night, when I tried to use independent service on my watch (which had GPS and cellular) it did not work. I spent several hours online but could not find a remedy. Disappointed at all the time I spent to make this happen in one day, I went to bed. Needing a resolution, I eventually attempted to contact my sales rep but the mobile number from his card had been disconnected and would ring only once or twice and then fast-busy out. So, I called the store. I chose to speak to a store rep. No one answered the line. I tried again several times that day and the next, and still no answer. By this time it was time for my internet install. The engineer was professional and done quickly, but stated that the install was for 100MB. At the same time I had been on the phone with wireless support for 4 hours, trying to figure out why my bill was now $120, which directly conflicted with the promise of no extra fees from sales, and why my phone and watch were still not working with data. I also found out that a PIN had been created for my new account, but was not the PIN I established. I was transferred 6 times and finally reached an advanced support team, where I was informed I would have to add another multi-line charge to my bill, even though my phone and watch were on my dashboard with separate numbers and line items for the wearable service. I looked this up online and discovered that was not true. So the agent said they just wanted to try it to see if it would work because it was the only solution they had. I informed her that I did not wish to increase my bill as I had an agreement with the sales people that I had what I needed already. When I realized she was off shore, I felt there may be a communication issue, so I agreed to reach out to a different department as all of the problems were hitting me at the same time and very specific details were needed to navigate this dilemma, including the issue with my phone service and the problem with the internet installation and my inability to reach the original salesperson. Eventually, I ended up in an onshore technical support queue, so I waited. The representative I spoke to listened to my issues and then stated that I should speak to sales. When she attempted to help me, the condescending salesman told her it was her problem and she needed to fix it. At this point I was in shock and told her to tell him I wanted to speak to a supervisor, as I requested originally. He said he would get one, put her on hold and we waited together for over 20 minutes. Then out of nowhere, he transferred her into the customer loyalty queue. I asked if she had a team leader because it seemed unfair for me to keep her on the line if their was nothing she could. She tried to locate someone, but could not. She then stated that she would transfer me to someone who could explain things better. I ended up at the offshore call center again and so I just asked for a transfer back to the on shore center and a supervisor. That person then transferred me to someone sitting beside her. At this point I lost faith in any resolution and attempted to call the store again. Today, no one is answering and the message says that the store is located in a completely different state. I have no idea what is going on with AT&T but the process is clearly broken. I am the customer and I am fighting to get what I asked for and what I was promised. No one in the organization has the ability to solve this matter. I would disconnect all of my services, but I keep being referred to the store. At this point my level of frustration is beyond reason and I do not wish to have to physically drive to the store again only to be further disappointed with this level of service.

To summarize, I have a cellular device that does not work on data and an internet connection that will not test above 75mb. I was also told that the up and downstream would be parallel and match and my upstream is less than 20 MB. Fiber is NOT available in my area, and my phone bill is NOT the same with and added $10 per month. All that is happening at AT&T is a blame game and I have seen this at every level within the organization for my entire professional career. While I accept the blame may be on the sales front line it is not up to me to investigate these matters. It is up to AT&T to retain me as a customer.

So I ask, having spoke to every department in multiple countries - who at AT&T has the authority and the wherewithal to work towards an actual resolution for this matter?

My family received notice that if we upgraded our phones and kept them for 45 days we would receive a 100 dollar gift card for each phone to be upgraded (just two fyi). We went to the closest store to do it and after waiting patiently for 1 hour we are informed by the very nice young lady at the west Columbia location that she can't do the upgrade in store. So we sit on the phone for another 30 minutes talking to someone that says they have to send us the phones while talking with them I confirm that we are supposed to receive the cards. We get our phones a week later (around july 8the btw) andd it takes 3 hrs to change them over due to the new Sim card in not getting activated while activating phone and have to call in to get them to activate it. After a week one of the phones data connection starts bottoming out at 2mbs which compared to my s5 which at worst was 90mbs and this is a s7 active. So after calling in 3 times for support over two weeks they send me a new phone and I am forced to convert ithe again and send the defect in. Around this time it is the 40th day mark btw so by the 25 of August guess what no cards. We call in again and the lady notes that the upgrade date is the 28th of July almost two weeks after we upgraded to which we bring that up and she notes that oh that's weird we ask about cards and again she doesn't deny them and says give it two weeks we go ok sure. We wait two weeks no cards but we wait a extra because of the 28th date. This brings us to today we check our box low and behold no cards (surprise suprise) but it's late we called this morning. After being on the phone for 45+ minutes and giving the guy every detail from timeliness above I get a shocker oh we don't have a deal like that to which I reply wait I have had it confirmed for a month that I would get this by numerous other at&t personnel. I get put on hold again for another 20 minutes (at this point this has burned my entire lunch hr) to which he comes back I don't have any recording of a deal like that I can give you a 25 dollar credit out of a 600+ bill I ask to see if he can do anything else and he essentially just says no and after 10 minutes of trying to see what can be done we get only 25 dollars. What makes this even harder is the fact we had planned a small vacation with the money due to our family not being able to afford one for many years and now we can't due to the false advertising of this company and we have 2 phones that we really didn't want (that honestly work worse than our old ones) and are stuck with them another year due to the contract and if we break it to go to a cheaper one we have to pay a exorbitant fee.

Thanks at&t for the lies and awful product.

Also before anyone ask I asked about reward center and if we missed something and the guy said no reward is noted and after looking we have nothing.

AT&T MANAGEMENT CONTACT INFO!
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Tired of hang ups, long wait times or being transferred to the pathetic AT&T outsourced customer service department in India? Here is a direct contact for all your billing, service, contractual or device issues. AT&T is by far the industry leader in horrendous service & this allows thousands of customers a direct contact to assist in these matters.

PATRICK ALBRIGHT (ATTSI) [email protected] / 314-331-9802 (DIRECT LINE)

Please pass on this info to anyone/everyone so AT&T customers can finally get a direct, service contact instead of rude, lying, non-cooperative morons!

Donald Wartluft (Team Manager - icare3@amcustomercare. att-mail.com) 918-204-1116 & Ifeanyi Bellamy (Donald's supervisor - [email protected]) 918-204-4237

AT&T suspended my email account without cause. When trying to resolve I went through various individuals, all of whom pointed the finger at another department, transfered me to various regions unknown and also disconnect me on various occassions.
Beginning at 9a today, I called the (800) 288-2020 and spoke with Dawn (EW090S) who has some difficulty identify what was going on with my account and could only tell me that the email was suspended by U-Verse until I contacted them to migrate over to their new system. She set up a U-Verse account with the promise of expediting the delivery to 4/6/12 as I would not be available the following week on 4/12. She tried to activate the email account and could not and then forwarded me to Andrea in DSL Technical, who avoided giving me her ID and had the Doe in the headlight look, I am positive, as she said she did not know why the email was disconnect and she passed me on to the U-Verse team and it was their problem as they suspended the account. I spoke with Melanie (MP763U) who said she could not help and had to put me through the U-Verse technical and I went to Ruben (RV4806) who told me first that Dawn was not correct as they could not expedite the order and she mislead me. He also could not figure out why the account was suspended, we are not into 2-1/2 hours of speaking, holding and horrible music. I requested Ruben put me on line with a supervisor, which took about 30 minutes of holding to actually get a person - Teo (DB137J) who stated he could not help and forwarded me to technical services for DSL Customer Service and I got Mark (M121C) who put me on hodl for quite a while and after determining he could not help I was forwarded to Juan (JR633Q) who stated the email was cancelled by their computer system without reason and he was not sure why it was deactivated. He put me through to Steve at Tier II Technical support (RP079B) who thought I had a billing issue and he had me confused with somone else and blamed Juan for giving him the wrong info. Then we went to Alice (AH038X) who added more to the hold time and i was transferred to David, who again wanted to transfer me to Web Services, where he forwarded me to a beep and a disconnect. by 1:45p I was very angry, upset and now planning on cancelling the internet service. I was amazed that even though I taken down IDs, no one could get me back with anyone I had spoke with. It was like the telephone game on steroids and the story one passed on the the next had a fortitude of errors and misinformation, all having nothing to do with my issue. We are not at 2:22p and I still do not have email and am told I have to wait for 10 days to get to my account, which has all my bills, business contacts, family, friends and work information I have to put on hold. The numbers above are all disconnect. This is rediculous. This is not customer service, nor consumer friendly and change is evident.

I have found that AT&T has been charging me for a service called "Pictavision" since a time I don't know.
The earliest bill I can find on AT&T site is Ocotober 2010, which already included this service.
I had autopayment setup and did not pay attention to it. AT&T has been stealing from me at least 18 months and probably much more. I found many people had same problem.
Do anyone know how we can correct this and get the refund, and compensation for the stress caused by and time waisted on this despicable matter?
Or any suggestions?

Fraud does not appear to be investigated by A&TT

My name is Nick, Age 22 at Christmas time “2011” I did some shopping in local department stores.
At or about this time my identity was compromised .
In late December I received a bill from A&TT wireless at my home, where I live with my Mom & Dad
In Oldsmar Fl. This bill is for service contract and four phones. I call A&TT right away and told
them I did not buy any phones nor do I have service with them .We had the phones turned off
that day. They transfer me to A&TT Fraud Dep. The gentlemen instructed me to Contact Three agencies
And make a Police report with local law enforcement. I did all they asked, and faxed the information to them. ONCE, TWICE, THREE different times over the last few months, with phone calls and new instructions in between each fax .

After asking a lot of questions to Remmy Preston in A&TT Fraud Dept. I find out
two phones were bought at a Wal-Mart two more phones bought at a Best Buy store.
BOUGHT IN TENNESSEE . I live in Florida, I do not own a car . I worked that day .Oh, by the way
I ride by bike to work !!!

I did fax this information to A&TT Fraud Dept .Three different times .The bill went from $378.50 to $573.70 to
$2116.20 Who’s Fraudulent now !!!

Signed. Nick, Feeling Violated.

You need to contact the 3 credit reporting agencies and place a fraud alert on your credit report, and continue to dispute the bills with AT&T.