PLEASE fix this app!!!
Ever since the initial ATT/DTV merge, this app has been worthless. It says ATT, but takes you to DTV login when you hit billing overview. If you hit payment history, it shows ATT payments. Now it says go to “Account”, did that, hit Billing…, still DTV shows up. I will not pay a bill when I can’t see the details. ATT has worked me over multiple times, and while I know I should leave, keep coming back for more. I initially had free “HBO for life” with ATT/DTV. But DTV just happened to have my address one digit off. When I finally got them to correct it, the system kicked me out of free HBO - “I had made an account change” - yeah I did, I corrected their entry error, nothing more on the account. Sent me back and forth between ATT & DTV, over and over and over. As I’m sure they hoped, after hours and hours, even months, I gave up. “Oh but we can give you a 3 month offer on HBO/MAX…” Yeah thanks guys. So now I check EVERYTHING, but just getting to it through the app is near impossible, hmmm, another way to not be transparent? I am currently trying to pay my bill and visually confirm I am paying for phone insurance, guess I’ll spend the next couple of hours on that. If this is the best you can do for an App, it makes me nervous what else you don’t deem important for the sake of your customers. How long ago did ATT/DTV separate, and still can’t even get the apps (yes, plural) straight?
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Bad customer service and experience with ATT
This is no better than their customer service support team or salesman. ATT will tell you when you sign up that it is so easy to move when you have their service. NO IT AS BEEN A HORRIBLE EXPERIENCE AND I AM STILL PAYING FOR SERVICE THAT I HAVE USE IN ALMOST 6 MONTHS!!!!! I have called many times trying to cancel the service and I have been transferred around to multiple departments and no one can help me cancel the service. WOW!!!! Please fix this app to be able to cancel service or maybe set up a moving order to a new address. THIS IS NOT CUSTOMER FRIENDLY NOR IS IT EASY TO TRANSFER SERVICE TO A NEW ADDRESS!!!! Please be honest with your customer. I was going to move my cell phone service to ATT from US cellular service, but this whole situation has been so HORRIBLE BAD that I have changed my mind. At least US cellular service is customer friendly and not impossible to get changes made I can call them and they handle it. I have reached out to ATT for someone who can help assist me with this issue and NO ONE HAS BEEN ABLE TO HELP THAT THIS. I am beginning to feel like they do this on purpose to get more money from their customers. I REALLY WISH THAT SOMEONE WOULD HAVE WARNED ME ABOUT THIS SO I WOULD HAVE NEVER SIGNED UP FOR ATT SERVICE ATT ALL . So if anyone from ATT wants help make this right please contact me on the email address that you have on file. Sincerely a very unhappy customer Cathie
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Clunky and Glitchy
Rarely use the app but when I have needed to use it or simply want to begin browsing for additional options and information the fact the basic functionality that is the ability to open anything in an external browser. Absolutely awful when trying to view documents related to terms and conditions for plans and services which might be useful / helpful to know before going thru the glitchy upgrade/add a line portal questions when all I want to be able to do is view these things in the external browser before any checkboxes get checked as required by law/in the process of purchasing - talk about yet another potential for lawsuits if you check the box but cannot even read/access the necessary documents in an easy and consistent format due to the lack of mobile format support that is barely built into the app. Plus too many bots and still haven't received my requested data from the data breach that occurred. For a monopolized telecommunications provider it is pretty obvious they like most corporate entities only care about their fake ledgers of gains and not their customers who make / made it possible for those gains to be achieved anyway. Until all of us (the customers and employees getting the short end of the stick) step up, show up and put aside the differences of red vs blue so we can collectively recognize the real problem is not each other but those who "represent us" keep allowing these non natural entities to control our lives and hard earned dollars.
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Charged me for roaming when I wasn’t roaming
I’ve been with AT&T for 20 years and never had a problem. I have five lines on this account and I’ve always been a great customer. I never call in and argue about my bill. I never try to get things cheaper when I talk to them. I just pay my bill every month with autopay. We go on a cruise every year and have for the past six years. We always buy the Internet package on Royal Caribbean and we never have had a problem. We know to put our phone in airplane mode and we know to use Wi-Fi calling. We are not amateurs at this. We’ve done it every time however, when I received my bill this month it was $250 more. After talking with AT&T there is absolutely nothing they are willing to do, they refuse to look into it. They argue that it is correct even though I’ve explained to them that there is an error on their part. I am not a customer that calls and complains. I’ve never done that with at&t and before and they know this. I am not trying to get something for free. I paid for the internet package on the boat so why would I use theirs…? So when the guy came back on the phone and said they are not willing to budge over $250 when I have given them countless amounts of money over the last 20 years straight is why I will be leaving now and pursuing another company. Customers are not your main priority AT&T or you would have done this better.
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No satisfaction HAD
My experience hasn’t been great with the app. The agents on app via chat are not well informed or choose to not read your chat. I recently made an arrangement for payment. I had trouble via app making the payment so I got on the chat and stated my issue. This agent decided to give me a link to make the payment. So I did. However when I reviewed my app the payment arrangement was still there. I knew what was coming. So I contacted via chat on app again. The 2nd agent stated they could not stop the arrangement so they modified the payment for $20. I checked again the modification did not happen. So I contacted a third time via chat and this agent pushed the original arrangement through charging an additional payment for the arrangement. I was so frustrated at this point I contacted via phone customer service I explain this whole scenario and that I did not want to see a modified payment arrangement at all on my account this was not need at this point I was charged twice the very thing I was trying to avoid. If the 1st agent had did what the third agent did this would have solved the whole issue. The phone agent was only able to credit my account $5 after all of that!!! I was like wow after all the $ I’ve paid over years with this company $5 for the inconvenience WOW makes me want to switch companies or even go straight talk!!!! No satisfaction had!!!!
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Making the AT&T APP Work for the Best Interest of the Customer
Ok so on August 6th I used the app to pay a sum of money toward my past due balance. I admit that I did see my checking account underneath the where you enter the amount. Usually when entering the amount the payment you could choose your payment. Now it automatically processes the payment. Well I kept repeating this to the customer service rep and to Jose the supervisor. Jose kept reiterating that they could reverse the payment if I wasn’t in a past due amount status. As if I didn’t understand. I understood which by the way is not a good idea. I called to get them to take that checking account deleted but he claimed he could do so because my account wasn’t current. Which meant I would have a return check fee from AT&T and my bank. Well he kept ignoring my point to ask in the IT department to change this process. I would like if they can ask the customer to “ Confirm you want to use the checking account that’s on file before moving foward “. That’s all but he did not hear or listen to the customer. In fact I was more irritated by his remarks of we must follow the process. Completely ignoring my request or suggestion. So if I hadn’t deposited that amount asap, again I would have incurred two return check fees. I know they need too restructure the app to make super easy to use and to confirm if the customer will use the payment on file instead of automatically using it. I will add more later.
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Time wasting Unnecessary log outs
I have been when AT&T both myself and while married for over 20 years and there have been so many changes mostly for the worse as the years have progressed. Starting with you used to be able to see all of your phone calls and texts on your phone bill with an iPhone , using WiFi data, not cellular. and then, about four years ago, they all of a sudden don’t have the capability to do that anymore. Now you have to pay for enhance viewing. And the app we now have the capability of biometrics face reading and this app still logs me out every one minute if I’m not touching the screen. It is such a waste of time to have to constantly log back. And then get back to the place you were at before you were logged out. That happens over and over and over and over and I waste about an hour trying to look at one thing that should take me two minutes.I don’t understand why I can’t stay logged in on my phone, on my app. Why isn’t there is a setting for this? If you’re so worried about security, make it accessible only if you log in with your face reading. Not a passcode. seriously this is the error of such technological advances and this is ridiculous that I can’t stay logged in on my app longer than a minute.
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Regret switching carriers
I was lied to and mislead. Promised my bill would not be more than what I was paying with Verizon, except my 1st bill would be slightly more due to activation but after that would be about the same. So far my bills have been over $100 what I used to pay. I was also told I wouldn’t be in a contract and could cancel anytime that was a lie. I was approached at the grocery store and rushed through the paper work. Customer service was no help and didn’t offer any help. I told the person signing me up that I can’t afford to pay more than what I was already paying I had to stop working due to health reasons and on a tight and fixed budget and again reassured I wouldn’t be. I don’t trust this company and regret believing their representative. I’m not always able to pay my bill on time because of how high it it and now it’s effecting my credit score and everything else. Before I signed up I had just enough barely to make it now because of how high my bill is I’m struggling. This company makes millions of dollars and the least bit concerned for their customers and the financial impact they are facing. I thought being a well known huge corporation I could trust what I was being sold but learned they will lie and manipulate you to get a sale. I will never trust this company and encourage other people not to either.
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Long Time AT&T Customer
I went from post-paid to pre-paid. AT&T pre-paid wasis (is) entirely off-shore.
AT&T has abondoned it’s American customers at the hands of this exclusively “off-shore” customer service. It is horrible. They disconnect the calls. They don’t call back. They instituted a new and different roll over plan last year without any notification. Whereby they have literally reduced my rollover to zero. I’m supposed to get 5gb per month. My usage has averaged 1gb per month for years. Last time I checked sometime last year I had 6 or 7 GB’s. Now your off-shore team tells me they are gone and at some point I had zero GB’s. And that your GB’s do not grow anymore - they are just - well tantamount to theft - taken away! My plan renewed this past Monday. I reset it then. Now today, Friday it’s showing that in 5 days I’ve used 1.5 GB’s. I asked to be transferred to the US and Michael, the Supervisor told me he could not transfer me and I would just have to keep calling until I reached the US. I believe the off shore customer service people are committing crimes with impunity, in their handling of accounts. Changing, implementing anti-customer processes without informing.
Mrs. N.T.W. Franklin
AT&T has abondoned it’s American customers at the hands of this exclusively “off-shore” customer service. It is horrible. They disconnect the calls. They don’t call back. They instituted a new and different roll over plan last year without any notification. Whereby they have literally reduced my rollover to zero. I’m supposed to get 5gb per month. My usage has averaged 1gb per month for years. Last time I checked sometime last year I had 6 or 7 GB’s. Now your off-shore team tells me they are gone and at some point I had zero GB’s. And that your GB’s do not grow anymore - they are just - well tantamount to theft - taken away! My plan renewed this past Monday. I reset it then. Now today, Friday it’s showing that in 5 days I’ve used 1.5 GB’s. I asked to be transferred to the US and Michael, the Supervisor told me he could not transfer me and I would just have to keep calling until I reached the US. I believe the off shore customer service people are committing crimes with impunity, in their handling of accounts. Changing, implementing anti-customer processes without informing.
Mrs. N.T.W. Franklin
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Life without internet by AT&T
AT&T fiber to the house has been inoperable for 7 days now. No internet so no AT&T Direct TV Streaming, no Netflix, no Paramount, no use of in home Sonos system, no use of the laptop to finish my tax return that’s due in two weeks, no use of WiFi phone service (we have to use this because the AT&T cell service to our home is “1 bar quality”). We’ve used up our cell phone data plan as a result of this so now AT&T has got us in the slow lane for cellular data (thank you AT&T!!). Every day we receive encouraging messages from AT&T telling us they are on it and not to worry as the service will be up and running at 1pm, 2am, you pick a time and they’ve probably promised it over the last seven days. If you try calling to get more information you are routed to a call center that sounds like maybe India, or Bangladesh (you get the picture). Nice people but they can’t really help or tell you anything you don’t already know. I actually empathize with them as they get the wrath of folks in our situation and can’t really help us. All our neighbors are getting same experience and none are getting straight answers. We are in a somewhat rural area (an hour outside of Houston) so this “inconvenience “ isn’t affecting vast numbers that would make the national news. I guess the moral of the story is buyer beware, especially when living outside the dense urban cores around the country.
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