One star is too many. I was an ATT customer for nearly 20 years. It is 100% true what other reviews have said; they care nothing for customer loyalty. Everyone I know left ATT and went to T-Mobile years ago due to appaling customer service and constant "billing errors". ATT has not been a terrible experience for years. Originally I paid my bill in person every moth with no issue then I get a letter in the mail that my service is being terminated due to non payment past due 6 months. Round and round with customer service and in store management for 2 days to discover that on employee had been stealing my payment to pay off his girlfriends phone. Luckily I had the reciepts and after days of hassle they credited the account back. Customer service suggested that I sign up for autopay. Autopay seems to have quite a few bugs. ATT has no problem "accidently" pulling hundreds of dollars from your account. This happened to me several times. Hours on the phone with customer service bounced from one appartment to another constantly repeating the issue over and over. It takes about 3-4 months for them to fix an error in the form of a bill credit only. Never got any of the money back. These "errors" put me in hardship several times over the last 11 years. I stayed only becuase I didn't want to change phones and my phone wasn't supported on other carriers.
I had the same phone for 11 years. The Galaxy S7 was a great phone I never had any issues with it till this week. Some security feature failed and locked out the phone. ATT website wont work unless your phone is working. I went into the store for help and the rep that was helping was stopped by her manager and I was told unless I bought a new phone they couldn't help me. My decades long nightmare of dealing with ATT was over or so I thought. Off to T-Mobile I go. New phone (for free) with 2 year contract, better plan than I had and $20 less per month.
The people saying that getting your phone number back from ATT is difficult is an understatment. I've been on the phone with customer service hours every day and in two diffrent physical locations over the course of a week and still have not been able to get the number transferred. Everytime you call customer service you have to argue with a robot AI for 5-10 minutes just to be put on hold to talk to a person. After being transferred over and over repeating the same information numerous times for three days I was told my account was locked for security reasons. Informed I would have to wait 24 hours and go to the physical store. An hour in the store..they say the issue is fixed, I call customer service while still in the store. Nope issue not resolved. The store talks to customer service and we are all informed that the account is now locked for 48 hrs to wait and then go to a diffrent store. Wait 48 hours go to the store I was instructed to go to. I'm informed it's against company policy to fix the issue and only customer service can fix the issue or drive 3 hours to regional office. Week later and still dealing with the issue.
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