AT&T Wireless Customer Service Issues

I am having issues with my Galaxy S20 purchased from Samsung. Despite the bill being paid in full, the phone stopped working suddenly about a week ago. It seems it might have been blacklisted during an attempted change to a friend's phone. When I tried to use my SIM card in the other phone, it didn't work, and when I put it back in mine, it became disabled. I reached out to ATT for support but was on hold for 45 minutes then disconnected. The next day, I searched for any chat or self-help options for ATT prepaid without success. Today, I attempted to activate the phone again by entering the ICCID and IMEI numbers, but encountered error messages. I urgently need the phone to start working and request a credit of 2 weeks of phone service due to the lack of support. Here are the necessary details: ICCID: [redacted][redacted] IMEI: [redacted][redacted] Zip Code: [redacted] Phone Number: [redacted]

It has taken me three calls, three technicians, one supervisor, and nearly three hours, and still, my issue remains unresolved. The majority of the time was spent waiting on hold for assistance. My daughter's replacement phone had SIM card problems. Initially, we were advised to register the SIM card, but upon doing so, the IMEI number entered was deemed invalid by the phone. Subsequent attempts to rectify this led to the second technician activating my daughter's phone under my husband's number ([redacted]), leaving both phones dysfunctional. After contacting the supervisor, we were directed to a closed office and told to call back the next day. A subsequent call connected us to the third technician who fixed my husband's phone but not my daughter's. This technician suggested a new SIM card, which will entail more time and effort to procure. I am extremely frustrated. I am requesting a credit of $[redacted].00 on my phone bill to compensate for the time spent addressing this issue. My account number is [redacted].

To Whom It May Concern, On 12/12/[redacted], I contacted AT&T customer service regarding an account discrepancy. The representative informed me about the current trade-in promotion AT&T was offering. The promotion involved trading in my iPhone 8 64GB for a $[redacted] bill credit if the phone was undamaged. I opted for the iPhone 12 mini. Upon inspection, I noticed a small crack on the back of my iPhone. The rep informed me I wouldn't receive the full trade-in value. However, they mentioned that with insurance, I could pay a $[redacted] deductible, trade in the replacement phone, and qualify for the full value. After processing the insurance claim with Asurion, I received the new iPhone and promptly sent it for trade-in. Several weeks later, I received an email stating the phone was damaged. Despite reaching out to the trade-in support team, I have not heard back from them in almost two weeks. Today, on 1/29/[redacted], I received an $18 credit, which I am not satisfied with. I believe I am entitled to either returning my iPhone 8 and the iPhone 12 mini, with a refund of the deductible, or receiving the full promotional value owed to me. I urge you to consider these options. I find it unfair to pay nearly $[redacted] for a phone I did not originally intend to purchase. Thank you.

I recently discovered someone opened a cell phone account in my name and encountered numerous frustrating obstacles while seeking assistance from AT&T. After spending hours on the phone, I was repeatedly directed to the wrong departments and even got disconnected after explaining my situation multiple times to a supervisor. Feeling extremely upset, I decided to cancel all my services except for internet. Despite my efforts to contact the cell phone department, I couldn't find the correct number on the website. As a result, I'm reaching out via email for help. I have already canceled all services except for WiFi with AT&T, as have many of my friends and family due to similar issues. I want to emphasize that I will only authorize payment for the $29.99 monthly WiFi service and request AT&T resolves this matter promptly.

A friend sold me an iPhone 12 that was supposed to be unlocked, but it wasn't. I used it for a while, even purchasing AppleCare, but then had trouble when trying to connect it to my car's OnStar service. After changing my phone's PIN and locking myself out, I attempted to reconfigure the phone. Despite getting back into my Apple ID, I experienced issues with my SIM card not working in the iPhone 12 or even my backup phone, a 6. Customer service eventually resolved the problem, allowing me to use my SIM card in the iPhone 6. I suspect the original owner might have reported the phone stolen or lost, as this occurred right after I regained access to my Apple ID.

On February 2nd, I spoke to a representative about the $[redacted] trade-in promotion. I inquired if trading in my iPhone 11 Pro Max for the iPhone 12 Pro would qualify for the promotion. The representative assured me any phone could be traded in. Believing this, I bought the iPhone 12 Pro Max. After mailing in my old device, I learned I did not qualify for the promotion as my iPhone 11 Pro Max was under an installment plan, information not disclosed by the original representative. Despite escalation to a supervisor named Jimmy, no resolution was reached. Crystal from the loyalty department offered a $[redacted] credit, insisting I keep the iPhone 12 Pro Max and continue with monthly installments, which seemed illogical. I feel misled by the representatives' misinformation and the lack of clarity in communication from AT&T. This situation needs to be addressed fairly, rather than me being left paying for two phones.

During the setup, the technician, Brian, accidentally broke the chair in my rented apartment while trying to reach the wall. I permitted him to use the chair but did not anticipate it breaking. Brian was very loud while on the phone in Spanish and left a mess after the work, which was unexpected in our quiet and clean building. Despite my request not to touch my owner's devices, Brian disconnected Comcast and installed ATT. Now, I have to explain this situation, including the damaged furniture, to my owner. I am disappointed with ATT and feel regretful for choosing them. I am seeking compensation of at least $[redacted] due to the inconvenience and time wasted on multiple calls. I am unable to contact the damage department on weekends due to my work schedule. The situation has been frustrating, leading to my cats getting sick from the disturbance caused by Brian. If a resolution is not reached soon, I will have to escalate the compensation request.

Subject: Assistance Needed Regarding Account Termination for Gregory Farrar I am reaching out regarding Account [redacted]87 under the name Gregory Farrar. Regrettably, Greg passed away on August 19, [redacted], and we promptly canceled his AT&T Home Internet/Phone service on August 28. However, it seems that canceling his cell service was overlooked, and we only recently received a Past Due Notice for the AT&T Cell service portion. We are willing to provide a copy of Greg's Death Certificate and his Estate's Federal Tax ID for verification purposes. The Estate is prepared to settle any outstanding balances as of his passing and clear any dues for the phone purchase. Additionally, we kindly request copies of all bills issued from August 19, [redacted], until now. I have encountered long wait times on the phone and would greatly appreciate direct assistance with this matter. Please contact me at your earliest convenience. Sincerely, John Ernst (Brother In Law) Email: [redacted] Phone: [redacted]

I recently signed up for service with AT&T but encountered multiple issues. Initially, I received the wrong phone and was charged taxes for it. When I received the correct phone, I was taxed again and charged for additional fees like activation that I never received. I canceled within the 14-day period, but the problems have persisted. AT&T has frozen my number, not reflecting all my payments, and it feels like they are trying to manipulate customers with bait-and-switch tactics. I just want a resolution so I can move on to a different company that treats its customers better. It seems like AT&T is at fault for this frustrating situation.

Account: [redacted] and [redacted] A few months ago, we were informed that our 3G phones would no longer be compatible with the network past a certain date. Upon contacting Customer Service, we were advised about an upgrade and received two Sonim XP3 4G flip phones. Despite encountering several issues, we persisted in seeking assistance, even visiting our local AT&T store. After trying resets, new sim cards, and further interactions with Customer Service, we were promised new phones but never received them. With persistent problems like dropped calls and undelivered messages, we find ourselves beyond the initial 30-day period. We remain unsatisfied with the Sonim XP3 phones we received and are eager for replacements that align with our needs for durable flip phones. We are seeking clarity on our current situation and hopeful for a resolution. Thank you for your attention to this matter. Sincerely, D. Allen HP [redacted]

On March 29, [redacted], AT&T moved my DirecTV to a new residence. Unfortunately, they encountered issues connecting the wireless service due to a problem with the outside line. I have spent a total of 3 1/2 hours on the phone, engaging with 9 different representatives across 3 separate calls, all in an effort to schedule a technician visit for the internet connection. During my latest call, I was abruptly disconnected even though my phone number is on file. Despite providing my number repeatedly, I have not received a callback in over an hour. I am hesitant to restart the process and endure speaking with another 3-4 representatives without any resolution.

Yesterday, I used the chat feature in the AT&T app to inquire about blocking a number. After speaking with an AT&T agent named Shane, he assured me that he had successfully blocked the number and that I would receive a confirmation text from tech support soon. However, I continued to receive texts from the blocked number and never received the confirmation text. Surprisingly, Shane also placed an order for a new cell phone on my behalf without my consent, which has already been shipped to me with a tracking number. My initial query was simple, and now I find myself in the unexpected situation of receiving a new phone that I did not request. I am puzzled as to how this mix-up could occur with AT&T Wireless.

My order was canceled for the second time. I don't understand what's going on with AT&T; this is very unacceptable. The first time, I was on the phone with AT&T from 7:30 a.m. to 2 in the afternoon. Now we have another problem. The same issue occurred - my order was canceled again, stating that I canceled it, which I did not do. I need my order back. I don't know where my money is in my account, and I don't understand why my order keeps getting canceled. I would love to talk to a supervisor to handle this matter. I am a very upset customer due to the fact that this is the second time my order has been canceled, and I've been through this with AT&T for the third time now because apparently, my complaint is not being resolved. I need to speak to a supervisor who can address this matter for me. This is not normal for AT&T to cancel my order two times in a row. I am a very unsatisfied customer and very upset about this matter.

I am currently at my home in Mexico, as I have been visiting for over 20 years. This is the first time I am encountering this issue. In the past, I had a Mexico plan that allowed calls between Mexico and the U.S. with a monthly minute limit. After a year-long hiatus due to COVID, I returned to Mexico and realized I am unable to make calls. Whenever I try to dial a number, I receive a message stating that only emergency calls are possible, and my signal strength is only 1 bar. Despite being able to connect to my Internet modem, making calls on my cell phone is impossible. I suspect this issue may be related to a setting on my phone, although I have not made any changes since my last visit to Mexico. Any suggestions on how to restore my telephonic connection would be greatly appreciated.

About a month ago, I spoke with a representative named Jose who claimed to be a manager. He assisted in changing my wireless account, promising to reduce my cell phone costs. Despite us insisting we did not need an additional line, he convinced us to add one by assuring us it would only cost $1 per month. However, this turned out to be false. We now pay an increased monthly fee for a phone and line we have no use for, the unused phone still in its box. To make matters worse, our phone bill has unexpectedly risen by $45. Jose misled us into thinking this change would benefit us financially, but instead, we are left paying for unnecessary phone lines. I have persistently requested these extra lines be removed, to no avail. Each time I call, they try to sell us more lines instead of addressing our concerns. While I am content with the service itself, I am deeply dissatisfied with the misinformation and extra charges, which have led me to reconsider my loyalty to AT&T.

I have experienced issues with AT&T whereby instead of fixing my phone problems, they added two extra lines to my account when I thought I was getting an upgrade. My business phone service has been cut off, and after receiving a replacement phone without insurance, I am now facing a $[redacted] charge to have my phones turned back on. I feel misled, frustrated, and have wasted countless hours trying to resolve this situation. My business is suffering, and I am desperate for assistance. At this point, I cannot even call customer service due to the phone service being cut off. This has been the worst customer service experience with a mobile company that I have ever encountered.

Hello, I am currently working abroad and am planning to return by the end of this year. There seems to be a billing discrepancy with my account associated with the number [redacted]. My vacation-hold plan was reactivated on Feb 12 or 13, [redacted], and then reinstated on April 3, [redacted], but I have been overcharged for three months instead of one and a half. Unfortunately, my international calls to customer service have been consistently disconnecting before I could resolve the issue. I have received a notice threatening to suspend my line, but with my limited internet access, I cannot make online payments. I kindly request assistance in reaching out to customer service regarding this billing matter and arranging for payment via email due to my current circumstances. Thank you, B. Pan

I had a poor experience with setting up internet service at my new place. A representative said they would arrange the internet for me. However, when I moved in and contacted customer service for information on the setup, there were issues. I provided my financial information and name, but they mentioned the address was still linked to the previous tenant. Even though a modem was left by a rep, I was informed I couldn't use it. They planned to send a new one. Later, I received an email saying my account was canceled. After contacting another representative, I found out that my account had been tied to my fiance's name, not mine. I was billed for a short period and worried about being charged for two modems. Communication about account details and limitations was lacking, leaving me frustrated and confused.

I am moving abroad permanently and will keep my phone number to use when visiting my home country. I have been billed $[redacted] for the last two months, even though I was overseas and only made a brief call. I also got a 50% discount offer through text. I need to discuss with an agent to find the right plan. Thank you.

I bought a new iPhone 11 from your store last August. The salesperson informed me about a $[redacted] rebate to be given monthly for 30 months, but I did not receive the credit on my bill. Additionally, I was unknowingly signed up for Apple Insurance at $15/month. Despite two visits to the store and speaking with Rupert G. and Trevor C., they denied misleading me about needing a new line for the rebate. I am an AT&T Customer for 25 years and expect assistance with this issue as I already have multiple lines. It is frustrating that nobody can resolve this matter on my account. I want the $[redacted] credit promised without any additional requirements. Please contact me by phone to address this matter promptly.