General Reviews of AT&T Customer Service

Pros: NOTHING
Cons: EVERYTHING

I've been on the Shared Plan since June 2002. I've had to call pretty much every month to fix mis-billings. My plan keeps changing without notice. One month I have nationwide long distance, one month I don't. One month I'm getting my included mobile to mobile, the other month it is no longer a free service so I get charged. And I cannot do anything about it because customer service is very rude and unhelpful and SLOW. They have set sentences that they are supposed to say and will say them over and over until you can do nothing but hang up. They don't listen, just interrupt. Unless you want a lot of hassle and overcharges, DON'T CHOOSE AT&T WIRELESS.

Pros: none none none none
Cons: everything from the billing to the customer service

I have had att wireless for 8 months and have only been charged the correct amount twice. They have charged me roaming for calls that were made from my home and I was told on the phone that sometimes a tower that is not theirs may not pick up the call. So I am just supposed to hope and pray that their tower picks up my call. I asked since I am bringing this to your attention will you quit they said flat out no. I then asked to speak to a supervisor and was told that this is not a supervisor issue and I say then what the HELL is. I urge all that read this to not sign up with att wireless unless you are willing to bend over a lot because you are in for a good screwing.

Pros: Phone works.
Cons: Plan options are horrible. Terrible Customer Service. Long hold times. No real value. Frustrating.

If you are looking to switch to a new cellular provider avoid AT&T wireless at all costs. If you are a current AT&T customer and are considering renewing your contract, think again. I have been through a terrible 5 month ordeal that still has not been resolved. Just tonight I spent over 1 1/2 hours on the phone with a customer service representative who put me on hold every 4-5 minutes to recalculate. I started out with a bill of $300.00, they told me they calculated the last five months incorrectly so after waiting for 25 minutes on and off hold they came up with that my bill would be reduced by $56. Great right? No. - after asking several more questions and being put on hold another 4- 5 times they got my bill down to $140 by "generously" putting me into a new plan that I was supposed to have been on all along. $140.00 for a cellular plan is ridiculous. There have got to be better plans out there and there definitely must be better customer service.

Pros: The reception is good.
Cons: The $3000 bills and our phone getting cut off every month.

Overall the phone and reception was fine. My problem lies in the billing department and customer service representatives. I had a plan with AT&T for a few years and decided to add my family.... big mistake. They did not code my plan properly, so we had the following issues:
The primary account was billed twice, once as the old account and once as part of the new account.
The allowed minutes were not accounted for so we got charged for every minuted used. Result:$3000 phone bill.
We got charges $280-$500 in MMODE when NO ONE used it.
So at the end of each month we spent about 6 hours fixing our bill and it is getting so frustrating. Canceling our service will be almost $1000, so we are stuck in this hell of a phone plan. Advice: Go Verizon.