Retention Phone Number

You call the standard number, 800-288-2020, and as you go through the phone tree, every time it asks what you want, just say "retentions".  Eventually you will end up there.  But when they answer just verify by asking "are you retentions".   Always worked for me.  In fact I had to do it just yesterday, 3 times (don't ask).

Note, do it only during normal business hours.

Hint, you know you are probably there when they answer and actually speak English you can understand.   In my experience all the ATT retentions departments appear to be in the US.

ATT is a horrible company with absolutely useless employees. They overcharge me every month and every month i have to call to fix it. This month i refused to pay the overcharged amount. They suspended my account and will not make any changes until I pay the entire amount of what they are overcharging me. Absolutely unbelievable. 

I have the same issues.  I have to call every month.  I was promised in order to stick around that my bill which includes cellulars and direct TV, would be in the vicinity of 327.00 per month.  Since that promise, my bills have gone from 327, to 365 and today, 390.  So I am going to have to call again.  Retention has been real good about making the adjustments.  I just don't understand why they cannot communicate with their billing people.   

If you want billing call the standard att number, 800-288-2020, and ask for "billing" as you navigate down the phone tree.  Similarly you want retentions then ask for "retentions".

Might be worth a try

They did the same thing to me! Did you ever resolve your issue with the overcharges?

We were told there is no customer retention service, repeatedly today 

Att is too big. They divert calls again and again. They don’t care about their mistakes or overcharges... it’s a constant merri-go-round of misinformation and unkept promises of rectification. What a let down! In fact I think it’s a corporate crime to charge illegitimate fees.  

We have the same issues. Since the beginning of our service

end of May 2019, I had to call 17 times to correct billing and

other errors!

The left hand does not know what the right hand is doing.

Every department I come across has a different story!

Though my rates are allegedly locked for a year, they

systematically change them pretending I was given the

wrong price!  

I intend to report them to the credit bureaus and any other

organization I can find. 

We all need to file a complaint against them.

Am sick and tired of such an unethical disorganized company.

So for over a year ago, my wife wanted to upgrade her phone, she was on Sprint and of course me being with Cingular and then to AT&T since 2005 and enjoying their service. I wanted to be able to text my wife and allow her to surf the internet while we are on the phone for real time things. (recieving text updates, using GPS and checking emails.) I am a first responder for over 15 years in two different states and I heard about "FirstNet" its a service line for access to communication in the event some thing goes wrong first responders will still be able to communicate due to have a dedicated line to police, fire, EMS and military. The first net offered me discounts as an effort to also service those who service society. I went to out local AT&T store and sought to purchase two phones, we already had iphones in fact I had a iphone 6 plus and a Iphone X (unlocked) she had a Iphone 8. I shopped around and wanted to get her an new phone and happened to had some trades I used on a app and secured the phone for her (the Iphone x). We went to that store and I was fortunate so I thought to be able to get a bogo sale, so I got a new XR, my wife got a new phone, both with unlimted plans plus a discount on direct TV (mind you they get a big commission to up sale this direct TV) the young lady wrote everything out in black and white and I paid for the phones and that was it.... not so much so I thought. She (the manager/sales lady) asked me what color phone would I like I said EMS/Fire red. I got the phones didnt open them till I arrived home to set the phones up since it was already late in the evening and we had 3 girls to get home to. Me thinking I did good wifes happy I have a new phone a good service and a chip for a get out of the dog house free card. Low and behold I get home and the phone I asked for wasnt in the box, the special chip isnt in my phone its in my wifes phone. SMH I have to go back to the store in the morning. Morning comes I run errands for my wife so we can return to the store, we arrive at the store and the manager exchanges my black phone for a red phone, we attempt to have the correct AT&T chip installed in my wifes phone (since shes not a first responder of any type) and have the appropiate chip in my phone. The supervisors (more like stupidvisors) is unable to undo what she did and just said "keep the firstnet account if I do it now it will ruin your bogo deal) so, what do I know I dont want the deal to be ruined, and I presumed since I had to verify I am a first responder for my phone and send in documentation her line would have to qualify as well. NOPE. we are a year in and she has never had to do anything since shes had the phone. So going forward its a year later and I am doing some accounting and I notice I am being charged for her phone $35 a month, and I have two charges on my bill for $26.77. I see that the charges are for a payment plan for the phones. I look at my plan, bills and found that this has been going on for 12 months (now 13).$1062.48 I have been charged, I contact firstnet, and AT&T and start opening up and investigation, the online tells me I have to go to the store I made the purchase, I no longer live in the state where this took place, but I make a special visit with my wife we get to the store and for alomst 1 hour no one even greets us, and I had dial 611, and he sat there on the phone with me as a witness that I wasnt even greeted. I finally speak to an assistanct manager and he tells me the manager cant speak to me she has a family emergency and has to leave (15 minutes before the store closes), promises are made that she will call me the next day. I wait almost all day till it was time for me to leave for work approx 7 pm in the evening, with no call from her I call the store. The assistance manager answers (who was more professional than his superior) apolagized and promised he will return a call to me for an update. You would think this is simple enough and the charges will be reverse and I will be able to be made whole. Absolutly not, the initial call I made was November the 8th it is now December the 2nd and I have not gotten any resolve. Sadly I want to leave AT&T but I cant because according to their records I have a balance for 3 phones and upon closing my account I will have to pay the over charged rated bill, as well as the phones, when you would think this is the it.  I have a small crack in the phone and the insurence company asurion they use has been flimflamming me with getting my phone fixed as well, 4 appointments made 3 mobile and one physical and all failure on their behalf with their techs not calling, or coming, and the physical stores not having records of appointments set by the automated system or parts. No one wants to compensate you they just want to keep passing the buck and hoping you get tired and just give up, I tell you I will as soon as I can pay the extra money for Verizon. I have never ever heard or seen some of these issues with verizon as I have seen with AT&T. 

EMT in New Jersey 

Balacywnd is the store off of city Line ave. are crooks. 

I have written and mailed 5 letters and no response from anyone. See my letter below, I have removed my address and account number but a ATT retention can easily find my account from the inform. Also mailed the same letter to Dallas and still no response BUT, they still take my $$$$ and they will threaten to stop service if I am late.

Bruce (Edited as per community guidelines)

April 22, 2020 (no reply from first letter)

April 4, 2020

AT&T

ATTN: Consumer Relations

P.O. Box5093

Carol (Edited as per community guidelines)

RE: Account #1007xxxxx

To Whom it May Concern;

For years I have been doing business with you and each year, a new contract must be created by ME calling YOU, after receiving my “newly, revised (always increased) invoice” and hopefully, getting someone on the line who knows what they are doing. It has not always been a pleasant adventure as the time WASTED on the phone only to be transferred to person after person is very aggravating with many speaking broken English but, I guess that is not the first time you have heard that.

This past December 31, 2019, I called because I was told my “contract” would be expiring in March and wanted to get a head start on my new “1 or 2 year contract”. I spoke with Fletcher,  and after some time, was told my new “1 year contract” for internet, landline phone and T.V. would be $94.49/month for one year. I asked again, is this for one year and he acknowledge, YES. He also told me the January, 2020 invoice would not reflect the new charges as they were already in the system to be sent out. Also he set up a schedule for fiber optic to be installed in January, 2020.

In January, 2020 I received my invoice for $170.45 and paid it as I was told they were in the system to be sent out.

February, 2020 my invoice was for $122.85 and I called on 02/03/2020, spoke with Steve and he said he would take care of the adjustments and the new “contract” would be Land line =$32.00, Internet +$45.00 and T.V. =$19.00. This was all done without any transfer or considerable time on the phone. He also said the new, 1 year contract would start 02/04/2020.

March 2020 invoice was for a total of $117.44 and I thought I was set for another year starting 02/04/2020 and duly noted in my diary to call in January, 2021 before the contract expired.

April 03, 2020 invoice was for $169.23. Once again I called only to have the first rep tell me she could not help me and abruptly my phone went dead. Second call and after a long wait, spoke with Shaun and was transferred to a non-working line and once again my phone went dead with a dial tone. THIRD call (total time 1 hour and 16 minutes for this call alone) with a woman who talked and talked and finally gave me a credit of two, $75.00 to be applied to my invoice BUT the new amount is $169.23 per month. She also told me my “CONTRACT” with Directv would expire in May, 2020. I do believe the word CONTRACT means nothing to AT&T and the agreement is never sent to the client with dates.

I am a frustrated customer of many years who have been led to believe I had a 1 year contract with AT&T. Of course you never PUT IT IN WRITING WITH DATES but keep it verbally as so you can change it whenever you want. I really do not have to remind you other companies are looking for me to go with them and they are making it very attractive with TWO YEAR CONTRACTS and they are putting it in writing.

I request a prompt response for this matter,

Sincerely, a very aggravated customer,