AT&T Wireless Customer Service Issues

My phone was stolen, and I visited the AT&T office at [redacted] E. 14th Street, San Leandro, CA [redacted], for a new SIM card. Despite five staff members present, it took two hours to get assistance. The manager mentioned the center is understaffed and suggested contacting AT&T headquarters to complain. In my company, such a statement would lead to consequences. Two weeks later, I realized they had overcharged me by $[redacted]. After addressing it, they refunded me but also canceled my auto-pay without notice, resulting in a $25 late payment fee. This lack of communication is unacceptable. My name is Alla Pivnik, and my phone number is [redacted]. I live at [redacted] Lorraine Blvd, [redacted]. I expect a prompt response.

I've recently switched from an iPhone 4 to an iPhone 5c and received a new SIM card that needed to be installed. After trying to set it up by dialing [redacted] and entering the SIM card number and the IMEI, I encountered issues as I had no service. Even after connecting to Wi-Fi from my cable provider, I still couldn't get it to work.

I had an issue with my BlackBerry Passport that stopped working while I was at work. The next day, I contacted my service provider, ATT. I initially thought I could go to the store and get a replacement phone, but I was mistaken. The ATT representative advised me to try inserting the SIM card into an old phone. Unfortunately, the BlackBerry is now lost. When I reached out to Assurion, they mentioned that only the SIM card is covered. As a result, I'm currently using a subpar phone while still making payments for a phone I no longer have. I would not have removed the SIM card if ATT had not recommended it. I find myself in a frustrating situation and am seeking assistance to resolve this perplexing situation.

I have a phone on an AT&T Next contract. On March 10th, I made the 18th installment payment of the contract. The contract states that I should be able to trade in my phone for an upgrade to a new AT&T Next contract. However, the AT&T system is not currently allowing me to upgrade. It is indicating that I need to pay the 19th installment to proceed with the upgrade through a phone trade-in. This requirement is inaccurate, and the system still won't enable the upgrade even after making the 19th installment payment. I have reached out to multiple representatives who have provided varying responses, including: the trade-in upgrade is not available until 24 installments; the upgrade is not available until April 10th; a ticket has been raised to resolve the issue in a few days; and despite acknowledging that I should be able to upgrade after 18 installments, they are unable to assist due to system limitations.

Hello, my name is Sogide from West Africa. I recently purchased an iPhone 4S from a friend who received it from California. Unfortunately, the phone is factory-locked to the AT&T network. I tried submitting an unlock request on the AT&T website, but it was denied because they stated I hadn't completed the payments. I invested a considerable amount in this phone, and we are unable to find the original owner. I kindly ask for assistance in unlocking this phone so I can fully enjoy its features.

I have been a loyal customer for many years and am facing an issue with an unresolved matter. I lost my tablet and am requesting a replacement without incurring penalty charges. The sales representative, Elvis, at the Lady Lake/The Villages store did not properly inform me about insurance. As a long-time customer, I kindly ask for your understanding in replacing the tablet so I can complete the contract. I would be disappointed to switch from AT&T due to this situation. This experience reflects poorly on customer relations.

Dear AT&T Support, I am reaching out regarding the frustrating experience I have had while trying to purchase a phone through the customer loyalty program. I have made multiple attempts and spent over 10 hours dealing with this issue. I have attached a copy of my credit card statement as proof of payment. Additionally, I have a recording of my latest interaction with AT&T which highlights the challenges I have faced. To summarize, I went to Walmart and loaded nearly $[redacted] onto a prepaid Visa card. I contacted the customer loyalty department to purchase eight iPhone 8 Plus Red 256GB phones. I provided my credit card information but faced difficulties. Walmart Money Card confirmed the payment was approved by AT&T but AT&T lacks an order number. I am unable to retrieve my money from Walmart Money Card until the 12th of this month. Despite numerous calls, I have not received a refund from AT&T to process the transaction again. I have lost time and money due to this issue, and I have not received promised updates or call backs. I kindly request your assistance in obtaining a refund. My contact number is [redacted] and the approval code is [redacted]. The email associated with the account is [redacted]@gmail.com. Thank you, Jason S Davis

I recently moved to an area with supposed good AT&T coverage, but unfortunately, the service is unreliable. Despite having new phones purchased a few months ago, I face constant dropped calls and data connectivity issues at home. Even though the coverage map shows we should have service, my neighbors also confirm the poor reception. After reaching out to an AT&T agent for help, they suggested troubleshooting steps, but the conversation got disconnected. To make calls, we're forced to go outside and uphill for reception, which is inconvenient, especially with elderly parents and grandchildren at home needing attention urgently. It's crucial to find a solution promptly as I might need to switch to a different carrier and no longer require the phones I'm currently paying for.

On June 1, I contacted customer service about my temporarily suspended account. I arranged a payment for that day and requested to make another payment on June 18 to cover the remaining balance before my next pay date. Although I made the first payment and a little extra, the customer service representative couldn't schedule the second payment for the 18th due to system restrictions. She set it for June 6 instead and made a note about the situation on my account. However, today is June 8, and my account is suspended again. I am willing to pay $[redacted] on June 18 and possibly another payment on July 2 to bring my account up to date.

I attempted to purchase a new iPhone SE 32GB with a prepaid $30/month plan, not a refurbished model. Despite the item being in stock, every time I call to place an order, I get disconnected and have been unable to complete the purchase, even after providing my credit card information twice. I have tried contacting customer service via chat and phone for hours with no success. As a loyal AT&T customer for over 30 years, my family prefers prepaid phones for their flexibility without contracts. I have diligently kept records of our conversations and agreements. The current process seems geared to frustrate customers, leaving me wondering if this is intentional to promote newer products. It would be helpful if this strategy were more transparent in the sales process.

I've spent a total of 10 hours on the phone in the past 48 hours trying to activate the new line for my iWatch. Despite receiving a confirmation number confirming that the new line was added and credit approved, no one seems to know why it's not activated. I even attempted to cancel my account out of frustration, but encountered difficulty getting assistance with that as well. I'm now considering giving them one final opportunity before contacting Verizon for assistance.

During my cruise in late May, I received an international roaming package offer from you via text for $10 a day. I accepted it, expecting to use data when not on airplane mode. Unfortunately, my phone only worked on Wi-Fi off the ship, resulting in excessive data charges. Upon contacting, the representative reduced the $[redacted]+ bill to $[redacted], which was still not what I had agreed to. I needed to use data urgently to check in for my flight, causing me to miss it and miss work the next day. When I called last week to rectify the charges before the bill was due, the call took 20 minutes to connect, and the agent promised to discuss the issue with their supervisor but abruptly hung up after a brief hold. Due to my long work hours, I can't call daily. I seek your assistance in removing these erroneous charges and ensuring I am billed accurately at $10 per day for data usage.

The billing for two of my wireless phones has been incorrect since purchase on April 8, [redacted]. The numbers affected are [redacted] and [redacted]. Despite speaking with multiple agents, the issue remains unresolved. My July bill was unexpectedly increased from 3GB to 6GB without my approval. I am seeking credits for the unauthorized upgrade charge and installment fees, as we paid for the phones in full upfront. I provided a copy of the bill of sale on June 16, [redacted], but the account remains unresolved. This ongoing problem has become more than an inconvenience.

My Direct TV service (Acct [redacted]5) ended on April 19, [redacted], and my AT&T Internet service (Acct [redacted]96) also ended on the same day. I have contacted AT&T three times and Direct TV once to inquire about returning the equipment, but every customer service representative has given me conflicting information. Three times I was instructed to take the items to UPS for a return label, but UPS informed me they do not provide labels. I was also promised a return label in the mail since April, but it has not arrived. I am frustrated with the inconsistent answers and being transferred to different operators. Can you provide me with a printable return label to send back the Direct TV remote, DVR box, and monitor? I need assistance urgently and hope for a resolution without further delays.

I need to return my DirecTV equipment, but AT&T has not provided a return label as promised. I have been trying to resolve this issue since April [redacted]. I was told to take it to UPS, but UPS informed me they cannot provide a label. I wish to print a label myself and send it via UPS. I have switched to Spectrum and ended my Direct TV and AT&T internet services on April 19, [redacted]. Despite canceling, AT&T is still billing me. I want to return the equipment to DirecTV. Please provide a mailing label. My name is Wilma M., and my address is [redacted] Allenby Ct, Galloway, OH [redacted]. I prefer not to speak to AT&T customer service and simply want to return the equipment.

I have been a loyal AT&T customer for many years. Recently, I upgraded my iPhone due to battery issues. However, after the upgrade, I faced constant login issues where my password was not recognized, even though it was the same as always. I sought help at the Apple store and they temporarily fixed the problem. However, the issue resurfaced, and in my recent chat with AT&T, the representative, Christopher, couldn't assist me promptly and asked me to try again in 24 hours. I am frustrated with this delay and don't want to wait another day to access my phone. I am considering going to an AT&T franchise for quicker assistance, as my previous experience at the Apple store involved long waits. Can anyone recommend a reliable AT&T franchise that can promptly resolve my login issue? Thank you.

Hello, I've noticed that my iPhone has photos and videos spread across different sections. In my camera roll, I have around [redacted] photos including small videos, selfies, and screenshots. Surprisingly, when I access my Facebook account, most of these photos appear there too, even in my daily memories. On my laptop, I have a folder labeled "my pictures" where I found almost all my individual files, each named and dated. There are also additional pictures I downloaded for football season stored in a downloads folder. These photos are significant to me as I use them for postcards, have been published in a book, and even won an award. I want to consolidate all of them in one place for easier access. Despite my initial enthusiasm for having a camera in my phone, I'm feeling overwhelmed by the scattered photos and want to bring them all together, either in my camera roll or a new folder. Your assistance in merging them would be greatly appreciated. Thank you. - Vanessa, Florida.

I have been trying to get reimbursed for my early termination fee from C Spire. I have called various phone numbers and visited the store multiple times, but I am receiving conflicting information. Recently, I was informed that I do not qualify for the termination fee reimbursement because the trade-in value of my phone exceeded the $[redacted] for switching. Despite meeting all the criteria outlined on the ATT website, I feel penalized for not owing more money on my phone, which I always purchased outright. I switched to ATT on April 1 of this year after 15 years with C Spire, giving up my husband's corporate ATT discount in the process. I was promised a $[redacted]+ credit to our bill for my IPHONE 7 plus and a Visa gift card for the termination fee. However, I am encountering issues with the tracking number provided for the reimbursement. My efforts at the store were also inconclusive, as even the sales representative seemed unsure about the promotions. I would like to speak with someone who has the authority to approve my reimbursement as I find this situation frustrating and have already spent a considerable amount of time trying to resolve it over the past three months. I am hopeful for a resolution soon. Thank you, Sheila A.

When I purchased this phone earlier this year, I encountered extremely poor customer service. Despite having an appointment, I had to wait an hour and a half. Now, looking at my bill, I noticed that the insurance I requested is not reflected in the charges. As a long-term AT&T customer who pays $[redacted]-$[redacted] a month, the lack of service is disappointing. The agent mishandled my phone and provided ineffective assistance, making it impossible for me to transfer my data. I've asked for insurance each time I've purchased a phone, expecting it to be added promptly. If this issue is not resolved, I am considering canceling my service, despite paying $[redacted] annually. The substandard customer service and lack of insurance on my bill are unacceptable. I urge a prompt resolution. Thank you.

I was charged twice for my July mobile phone bill on my American Express account. Fortunately, AMEX caught the mistake and reversed the duplicate charge. After speaking with three AT&T English as a Second Language representatives, I learned that the billing date has changed from the second of the month to the 19th. I am confused why AT&T did not wait until August 19 to bill me for August. Despite not receiving satisfactory answers from the representatives, I was notified on my mobile that my payment was not processed, prompting me to call [redacted]. I don't want to pay for two bills in July and then be billed again for August. I am currently dissatisfied with AT&T and seeking clarification on this matter. Any assistance would be greatly appreciated.