I switched to AT&T this past month. In doing so, I ported a line over and ordered 3 new lines along with 3 new phones.
First problem: When I was porting my line, I asked if there was anything special I needed for my phone to work with AT&T. They said I just needed my old phone company to unlock my phone. They knew who the old company was and they also knew that you could not transfer phones between my old company and the new company. However, after many hours of going back and forth between customer service and physical site visits to a corporate store, I was finally told I had to purchase a new phone. I swear you would think I was the first person to switch companies and wanted to keep my old number and device. Oh...by the way, during my first visit to he corporate store they sold me a glass screen saver costing $35 for my old phone which is now useless.
Second problem: There was a contract put on my line that was ported in when there should not have been one in place because I did not order a new device at the time I switched services. In order to get my now required new phone activated, they had to back out the old contract and create a new one. Seems simple enough. No way. After several more hours between customer service and physical site visits to a corporate store, they finally were able to put the new contract into place.
Third problem: I received my first bill and all 4 lines were charged a $40 activation fee that was supposed to be waived under the offer in which I set up the lines. Also, all 4 of my new phones were placed under 2 year contracts instead of the AT&T Next payment plan which I selected at the time of purchase. This caused them to over bill me $25 per line. The solution was to again have to back out contracts and establish new ones. This time there was only one call to customer service and another 2 hour visit to the corporate store.
Fourth problem: I called customer service a couple of days after all of the supposed fixes were made on my account. I needed to know the correct balance to pay because my first bill was becoming due. They wanted me to pay the full amount of my first bill (almost $500) and receive my credits during another billing cycle. So because of the company's error, I was going to be bear the burden of a $500 bill and have to wait for my refund? After an hour on the phone with customer service, I was able to get the billing settled and hope it is finally how it is supposed to be for now and in the future.
Fifth problem: My visit to the corporate store (see 3rd problem) was supposed to result in some charges and credits to my individual credit card (not my bill). It was explained in such a way that I didn't understand and I don't think the representative truly understood. Bottom line was that it would result in about a $20 credit to my bank account. Trust him he said. I checked my bank account today and was charged $60. I'm so frustrated and tired, that I'm not even going to argue the $60 charge because I'm just exhausted with all of the problems that keep cropping up with this company.
All this within the first month of service with AT&T. I feel like I made the biggest mistake of my life regarding choosing a service provider. Now I'm stuck with them for two years and when I can eventually switch, I will have to purchase new phones again.