AT&T Wireless Customer Service Issues

I've noticed my bills becoming increasingly confusing. They no longer seem to correspond to any of my previous bills. Despite making payments (sometimes late), the bills keep growing bigger. I haven't received any invoices showing payments made, and I'm unable to access any breakdown of the bills to reconcile the increasing amounts. I'm facing difficulties contacting customer support or changing my password as I can't recall the original one. It's frustrating how customer service seems to be lacking. This situation feels more like customer exploitation than assistance.

I recently discovered that AT&T Wireless added three extra lines to my account without my authorization over the past four months. The customer service team indicated that the lines were added by representatives in-store. In April, I bought two new devices - one with a new line and one as an upgrade. However, every month since then, I've noticed an additional phone number on my bill. Despite multiple calls to resolve the issue, the charges for these extra lines have not been credited back to me. AT&T even had the audacity to deny my request for a credit on these unauthorized charges. This will be my final attempt to resolve the matter before I consider cancelling my service and taking legal action against AT&T for fraudulent practices. After being a loyal customer for over 30 years, I find their current treatment of customers simply unacceptable.

A while back, I attempted to use DirecTV. Shortly after installation, all I saw was "loading" or error messages. When I reached out for help, I was assured it would resolve itself, but after a week, nothing changed. I spent days calling both AT&T and DirecTV, each claiming it was the other's responsibility. Frustrated, I asked DirecTV to remove the equipment, but they refused. A month later, I still couldn't cancel the service or get any assistance. They now claim I owe over $[redacted], preventing me from making changes to my cellphone account. I will not pay for this poor service. If this issue persists, I will consider dropping AT&T. As a disabled veteran and full-time student, I cannot afford to waste time on this.

I have encountered an issue with merchandise from AT&T store in December [redacted]. I have been mistakenly charged a subscription fee of $14.04 for over 8 months without requesting it. Despite speaking to 5 representatives who assured me this would be resolved, I am still dealing with the problem. Recently, I received a bill crediting $[redacted].00 but charging another one-time fee of $56.10, which I already paid in June. As a loyal customer who pays bills on time, buys products, and upgrades, I feel unfairly treated. As a senior on a fixed income, I cannot afford these billing errors. I kindly request escalation of this matter to the President of the resolution team. My name is April, and I can be reached at [redacted] or [redacted] I urge for prompt contact regarding this issue.

I have been an AT&T customer for over a decade, currently holding 4 lines with them. While my family has always appreciated their reliable service, I must highlight a recent decline in internet speed over the past year. Residing in Woodland, California, we consistently experience slow internet despite not exceeding our monthly 22GB high-speed limit. We heavily rely on WiFi, especially at our residence where connectivity is particularly poor on the West Side, zip code [redacted]. In comparison to other carriers such as Verizon, T-Mobile, and Sprint, who offer better coverage in our area, AT&T's service is lacking. With numerous friends facing similar issues on AT&T, it is clear that the problem is not isolated. I urge AT&T to address this matter promptly by potentially installing more cell towers in Woodland.

Dear Customer Service, My name is James Beshears, and I have been a loyal AT&T customer for many years. Recently, I had a frustrating experience with your customer service team. I reported a stolen tablet and despite suspending the account, I was still charged a $30 monthly fee for a service I couldn't use. When I inquired about swapping the number to a phone, I was told it wasn't possible because it was a tablet number. Later, when I tried to take advantage of a new deal for a free iPhone CS, the agents were unhelpful. They even tried to upsell me and requested payment for various unrelated charges. I feel misled and unheard by your representatives. I need assistance to resolve these issues promptly before considering switching providers after 18 years of loyalty to AT&T. Thank you, James Beshears

I am reaching out one last time to address this ongoing issue. On 8/1/18, I received a notification about exceeding my data limit. Contradictory to the notice I received earlier, stating that I would face a $15 charge if I went over prior to 8/1/18. When I spoke with a customer service representative, she assured me she would make a note on the account and reverse the charges, mentioning that it had not reflected in her system yet. I specifically requested her to document this in case any issues arose. Despite this assurance, the credit was never applied to my account. Today, on 8/27/18, during my call, I was transferred multiple times and informed that the data usage exceeded the limit, and the charges would not be reversed. I inquired about retrieving the call notes from 8/1 and was informed that while the call was noted, there was no mention of reversing the charges. The recordings of the calls can verify that I was promised a reversal. As the text clearly stated a charge would occur if I exceeded data BEFORE 8/1, I am frustrated with the handling of this situation and the customer service I have encountered. I find it unnecessary to spend time being put on hold or dealing with representatives when I was assured that my account would be documented. I am requesting a refund for the $15 data charge and any additional fees resulting from this issue.

I recently received a bill for $[redacted].00 from AT&T due on August 10, [redacted]. Additionally, I received a collection notice from Credence Consultants for the same amount. The account number is unfamiliar to me, and I cannot log in to my AT&T account as I lack the necessary information. My prepaid AT&T account and Direct TV NOW account both show $0 balances. While I just canceled my Direct TV NOW account, I have no evidence of owing $[redacted].00, nor any email correspondence indicating the existence of this account. I would like to have these charges removed and inform the collections agency that I am in good standing and do not owe or have ever owed this amount to either them or AT&T.

I recently noticed an issue with my AT&T accounts. Despite never requesting it, an auto-payment seemed to be pending. After reaching out to customer service, they assured me the payment was scheduled to go through in a few days, covering both accounts. To my surprise, my service was then suspended, and I was hit with late fees despite the prior assurance. Dealing with AT&T's customer service has been frustrating, as I've encountered unhelpful agents and wasted time on multiple calls. I've also faced challenges with obtaining information about Directv bills. This experience has left me exasperated, and I am considering filing a formal complaint with the corporate office.

My autopay for one of my three AT&T accounts was unexpectedly paused, despite never requesting it. After contacting customer service, they assured me that the payment was scheduled to come out in a few days and would cover both amounts. However, my service was still suspended, and I am now facing late and reconnection fees. Dealing with AT&T's customer service has been frustrating as they seem unable to resolve issues effectively. It is incredibly time-consuming to explain my situation repeatedly to different agents who cannot provide a solution. AT&T's lack of transparency regarding Directv bills adds to the frustration. I am considering filing a formal complaint with corporate due to the ongoing issues with their customer service. The thought of having to contact AT&T for any reason fills me with dread, and this situation needs to improve.

Good morning, I have been a customer for many years and encountered an issue after the storm Maria. I made changes to my account to include a hot spot and internet. Despite making monthly payments, I continuously receive warnings about a $[redacted] debt that does not decrease. I recently paid $[redacted] and was instructed to pay an additional $[redacted] by September 14th. Due to financial constraints, I explained I can only pay on September 26. They threatened to suspend my service. As an 82-year-old who recently had knee surgery and lives alone, I rely on this service. The local office staff lack competence, prompting me to reach out to you for assistance. Thank you, Natividad Martinez Vazquez

Good morning, I am Natividad Martinez Vazquez, a long-time customer with ID number [redacted]. After the Maria storm, I added services like a hot spot and Internet to my account. Despite making monthly payments, I was repeatedly notified of a $[redacted] debt. Even after paying $[redacted], I was asked to pay $[redacted] by September 14, which I cannot do until September 26 due to financial constraints. Threats to suspend my service are distressing, especially given my recent knee operation at 82 years old and living alone. I urge for a compassionate resolution. Thank you for your assistance in addressing this issue as the local office staff have been unhelpful. Sincerely, Natividad Martinez Vazquez

I apologize for any confusion this may have caused. An unauthorized 4-digit passcode has been added to my account. Despite several attempts to resolve this issue, it remains unresolved. Moreover, I am unable to view the complete billing cycle from August 9 to September 9, [redacted]. The requirement of this passcode, which neither my husband nor I created, is inhibiting me from accessing essential information about my account. It is frustrating that as the primary account holder for over 12 years, I now face such obstacles. I have spent more time trying to address these matters than necessary. I request the removal of the passcode and that my name, Laurie B., be added for primary account access. I also need accurate billing details for the August cycle #[redacted], [redacted], which currently only show partial information. It is crucial for me to have this matter resolved promptly. I can be reached at [redacted]. Thank you for your attention to this matter.

Mobile service in Baker County, Florida has been quite frustrating lately. There is a major tower outage since yesterday, causing constant connection issues and dropped calls. Residents feel neglected and forgotten, hoping for improvements from AT&T or considering a switch to Verizon Wireless. Enhancements to the wireless service in the county would be greatly appreciated by those paying for the service. Customers are looking for better performance to justify their investment.

On September 11, [redacted], I visited my local AT&T store to upgrade four phones. After spending nearly three hours there, I only received two phones. The representative promised to get the other two phones from a different store by September 14, when we returned. On September 14, a different representative said the phones weren't available and asked me to go to the other store 10 miles away for activation. Despite explaining what I was told previously, I still had to make the trip. After two hours at the other store, the phones weren't transferred but were at least usable. I had to return on September 15 for the transfer. I expressed my dissatisfaction to the original store, where they apologized and mentioned disciplinary action. I am requesting an email from AT&T customer service and the waiver of all four activation fees due to the inconvenience of driving 40 miles and the poor customer service experienced.

I have spent [redacted] minutes (6.05 hours) on the phone with AT&T in the last two days, and 61 minutes with FedEx. I've totaled 7.05 hours with both companies trying to fix my phone order. Despite being transferred between numerous AT&T departments, the issue remains unresolved. FedEx has been helpful, guiding me on what AT&T needs to correct in order for me to receive my device. AT&T phone calls have led to me being transferred to closed departments after long waits, and my calls have been abruptly disconnected. Yesterday, I traveled extensively to pick up my device only to find out I couldn't receive it due to delivery restrictions. I am disappointed in AT&T's customer service compared to previous experiences. After multiple hours on the phone, promises of callbacks from supervisors have gone unfulfilled. Despite being a loyal AT&T customer, the recent poor service has me considering alternatives like Verizon and T-Mobile.

Around 6:00 pm, I visited the AT&T store in the Kanawha Mall in Charleston, WV. I was there because my phone was not ringing loudly, and I wanted it to be checked. Upon entering, a lady greeted me and informed me that someone would assist me. I stood near the front while two other customers came in. After waiting for about 15 more minutes, a man came out and started helping the second customer before finally making his way to me. When I mentioned that I had been there first, he agreed to put me first in line. However, another customer representative came out and started assisting the second customer. When I inquired about the proper way to receive service, the man advised me to wait in front, but it was frustrating as I felt overlooked. Eventually, he asked me to leave the store, and I departed after the unpleasant encounter.

I am experiencing issues with AT&T who was supposed to pay Verizon for my last month of service when I switched over. This was part of a promotion during my sign-up with AT&T. Currently, my services with AT&T have been suspended. I am requesting that AT&T settle the outstanding debt with Verizon on my behalf. If direct payment is not an option, I demand that AT&T deduct the amount owed to Verizon, including any fees and costs, from my AT&T account. I can provide necessary documents upon request. My phone number, [redacted], was originally with Verizon and was ported over to AT&T.

I recently ordered 2 new iPhone XS Max in gold as part of the buy 1 get 1 free deal. The order was set up as an upgrade for one phone and a new line for the other. However, I received a confirmation email for the 2 gold phones but noticed an additional XS Max in space grey linked to a new line when I checked my account. I called in to resolve this on Friday but had trouble reaching someone helpful after being transferred around. The representative I spoke to suggested waiting to receive the additional phone and then returning it, but I prefer to have the issue corrected before shipment to avoid future billing problems. I hope someone can assist in rectifying this mix-up promptly. Thank you.

On August 6, [redacted], we switched wireless carriers due to AT&T's rising costs. Immediately after the switch, we visited the local AT&T store to pay the bill due on August 16, [redacted], and to ensure the transition of our 2 phones and cancellation of the iPad line as requested. The AT&T representative advised us not to pay the bill, awaiting the final one. On September 15, [redacted], we received a $[redacted].86 bill for August with a $5.75 late fee. Surprisingly, there was a $35.00 charge for "shared usage" despite canceling the iPhones and a $13.24 charge for the iPad we had canceled at the store. Contacting customer service on September 25, [redacted], led me through various robotic responses until "Sam" and "Junior" in the "Loyalty Department" addressed the ongoing billing issue. They promised to stop all wireless services retroactively from 8/6/[redacted], credited $40 to the September bill, reduced DirectTV charges, and agreed to send a confirmation email of the resolution.