I ordered an iphone from AT&T, and when i found out they charge premium for using service with the phone, i cancelled my account with them and returned the iphone, insured and had proof of receipt by their warehouse. they refused to acknowledge the return, and after dispute with my CC company, they partially refunded the cost of the iphone, only to rebill it to my now closed account along with additional cancellation fees and other crap amounting to over $800. then they turned over the account to an agressive collection agency that started calling me day and night. so in effect, they created a large bill and went after me to collect on it, all bogus and not true. i filed complaints with the State AG, the FCC, and contacted my attorney to prepare a lawsuit against them. we're now tracking down the return and trying to see why they are billing me like this and on waht grounds they are going after me for a bill. they are just a terrible terrible company that is a desparate for cash and try to bully people into forking over their hard earned money by acting like a big fat corporation, typical of all the wall streeters out there!! and after being with them for over 5 years, i was treated like a second class citizen. i would never ever consider them for any service even if it was offered for free. bye bye AT&Crap!

Let me start by giving you this address for complaints. This is the ONLY way to file a complaint with AT&T.

AT&T Recourse Department
308 S. Ackard, Ste 3700
Dallas, TX 75202

Early in January 2010 I contacted AT&T to pay my DSL bill since web-pay never seems to work. After paying the bill, I agreed to talk to someone about U-Verse. The salesman talked me in to a plan and we set an installation date for about 2 weeks later. I was told that my DSL service would remain active until the technician arrived to install the U-Verse.
The morning of the installation date, my internet did not work. I called customer service and was told that it was disconnected so U-Verse could be installed. Ok, a small inconvenience. The installer arrived and was not able to find a good signal. He told me an engineering specialist would need to repair the line and they would come out in a day or two, but I did not need to be there. He then told me my DSL should be back on in about 15 minutes. Never happened.
I called AT&T after 30 minutes and spent 45 minutes on the phone being transferred and was then told a new DSL order would need to be placed. Fine. But it would not be live for 4 more days. When I asked why, since I had DSL until that morning and it was working fine, I was told there was some trouble on the line and a repair person would need to come out. Fine. Frustrating, but ok. So I went out of town for the weekend, planning on returning Tuesday and having DSL.
Over the weekend I called to find out about the status. The first rep could not find my account. She transferred me (without telling I would be transferred) to a spanish speaking rep (I do not speak Spanish). That rep transferred me to someone else...and then someone else. I finally said just cancel my account and was sent the the "account retention" department. They managed to talk me in to waiting.
On Monday I called again to find out approximately what time Tuesday my service would be live. After 45 minutes, and threatening to cancel my account once again, an "account retention" rep told me it would be on between 2 and 3 pm on Tuesday.
I arrived home just before 3 pm Tuesday, no service. I called and spent another 45 minutes on the phone with customer service. After asking to cancel AGAIN, the "account retention" rep actually did some research and discovered 2 open orders, one for DSL and one for U-Verse. She told me the system would automatically cancel at least one of the orders. So, I canceled the U-Verse order. She said ANOTHER new order had to be placed for DSL and she would expedite it so I could have service Wednesday. Not happy, I agreed.
Wednesday...no service. I waited until 7:30 pm and called customer service. They close at 7 pm.
Thursday, the "account retention" rep from Tuesday called me to make sure my service was on. Nope. She told me to call tech support and re-register my computer. So, after work I called tech support and spent 45 minutes troubleshooting and running a line test. No results, so a trouble ticket was opened. I should receive a call back within 24 hours!! I did receive a call back in about 20 minutes, reported no resolution, and was transferred to a live person. The live person told me that since U-Verse repair had been done the line would not support DSL. A tech would need to come out Friday morning and come in to my apartment. Of course, I could not take off work for this and asked if a technician could please come out today. The tech could not authorize this and transferred me to a supervisor. I never caught his name but he was probably the rudest person I have ever dealt with. He spoke very loudly and did not even wait for me to explain the issue. He transferred me to U-Verse customer support. Remember...I had canceled my U-Verse order so this was completely unnecessary!
I hung up and called back. I was transferred to another supervisor and was told that the latest a tech will come out in Texas is 4:30 pm. I would have to wait until the following day.
Somewhere in all of this I have been promised no charge for January DSL and 2 months of free service. I'm not holding my breath.
So, I canceled the trouble ticket and called the local cable company. I will have internet service on Sunday. Then I will call AT&T next week to verify that I will not owe them any money and cancel my account.
By the way - the ONLY way to file a complaint is through the US Mail. I plan on mailing a 5 page complaint and urge you to do the same. The address is shown at the beginning of this post and below as well.

AT&T Recourse Department
308 S. Ackard, Ste 3700
Dallas, TX 75202

Good luck!

AT&T has an offer on their website stating that if you sign up for DSL services as a first time customer you will get the modem for free after rebate. The disclaimer only mentions that you need to be a first time customer and sign up online which all applied to me, however when I asked for the rebate the customer service center said I didn't qualify for the rebate because I don't have an AT&T land line. This stipulation was never mentioned in the disclaimer or anywhere on their site. I spoke to several people at ATT and they all said the same thing. None of them could tell me where it mentions this in the disclaimer or anywhere during the sign up process that I would have known before buying their service.

I have had AT&T DSL internet service for over 5 years and until recently have been satisfied. I have their DSL Express service which is supposed to perform at 328 - 1500KBS. My service speed was consistently 1250 KBS until recently when I noticed downloads were taking longer than before. Using AT&T's own speed test I found my download speed had slowed to 500KBS. I called their tech support and went through the usual power it on, power it off, connect this cable, disconnect this cable until they said they needed to have a higher level of support check my line. They did and said it was ok. So I asked if everything was ok why did my speed go down by more than 50%? Their only answer was they only guarantee 328 KBS. I questioned this response but the rep only repeated herself. After this call it seemed like my connection was now running even slower than before and sure enough when I checked it, it was now only running at 330KBS. To me it seems like an amazing coincidence that something like that would happen. It almost seems like if you complain about their service, they do something to punish you. In my case slow down my connection the minimum they think they can get away with. All I can say is bye bye AT&T, hello cable internet service.

AT&T charged me $85 for a repair service call that I did not schedule. I was having trouble with noise on the line, spontaneous disconnections and people getting a "number disconnected" recording when they called me. I called the AT&T repair line from my cell to report the problem. I get trouble on the line occasionally when they are working on lines in the neighborhood. Well, the problem resolved itself in a couple of hours. Three days later, when I was out of town, an AT&T repairman showed up at my house without an appointment and left a bill on my door saying that my line was OK and that I was going to be charged $85. When I called to contest the charge, they said it was a legimate charge and that I would have to pay.