AT&T Wireless Customer Service Issues

About six months ago, I purchased an unlocked AT&T mobile phone, a Samsung Galaxy 6, when starting a new 24-month postpaid contract. Everything has been working well so far. Recently, during a trip to Thailand with stopovers in Sydney and Kuala Lumpur, my phone stopped working once I returned home. A message appeared stating my SIM card was locked to a specific network and needed to be unlocked using a password. I am unsure of AT&T's password and why my phone was locked in the first place. I rely on my phone every day and can't afford to replace it, especially since I'm only six months into my contract. I am unsure why AT&T has done this and how I can resolve this issue.

I purchased an AT&T Samsung Galaxy S6 from Ebay in the United States, even though my mobile plan is with Virgin Mobile Australia and not with AT&T. The phone has been working fine for the past 24 months until my recent trip to Thailand. While in Thailand, I couldn't use my Australian sim card due to the network lock but could connect to Wifi. When I returned, my phone stopped working, showing an error message claiming the sim card is network locked by AT&T. I suspected a virus, but Virgin Mobile Australia confirmed the lock by AT&T. I can't make calls, use data, or unlock the phone with my Australian number. I'm in a tough spot without a working phone and unable to contact AT&T or use my phone for important matters. I urgently need this issue resolved.

On October 4th, I signed up for a new cell phone service and was charged. Shortly after, the order was cancelled. I called twice, spending a total of 3 hours on the phone, and was told it would take 3 days to resolve, which never happened. On the 7th, I reordered the service, paying the same amount of $20.40. Despite it seeming like a small amount, it's significant to me as I paid twice for the service. The phones are expected to arrive today. I have been an AT&T customer for 17 years in various services and am disappointed with the level of service I have received. Please address this issue promptly. Teri B., contact number [redacted], email: Angeltommy16@getmail. Order number: 56-[redacted][redacted]. Urgently seeking resolution.

I have been waiting for over a month for AT&T to send me a return box for my old device. Despite their assurance that I would receive the box before a payment was due, I am now facing a $[redacted] charge debiting from my account tomorrow. This situation is unacceptable as I still have not received the return box, and I refuse to pay nearly $[redacted] due to their delays and false promises. This issue, along with another in the past 30 days, has left me extremely frustrated with AT&T's poor customer service and broken commitments. AT&T, you used to be reliable, but now I am deeply disappointed in your spotty service and inadequate customer care.

I inserted an old SIM card into my phone, which had an active number. I contacted AT&T and spoke with supervisor Marie. She advised me to get a new SIM card and call back with the information. It was inconvenient as it took me 3 days and several attempts to resolve the issue. I traveled 20 miles to get a new SIM card. Due to this inconvenience, I believe some data compensation would be fair. The process caused me to miss a job interview and affected my ability to contact someone in case of an emergency with my young child.

Subject: Auto Pay Date Change Issue Hello, I am reaching out regarding the ongoing problem with changing my auto payment date for my AT&T Wireless account. Despite speaking with two representatives who assured me that the due date was changed to the 18th, my account still displays the original due date as the 11th. This discrepancy is causing concern as my fixed income from social security may not always align with the payment date. I have been unable to find appropriate contact information to address this issue effectively. It is urgent for me to change this date as I risk incurring a $34.00 NSF fee from the bank due to timing inconsistencies with my income. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you, JJ

On October 6th, I visited my local AT&T store to inquire about upgrading my iPhone 6/64 to an 8/[redacted]. Although they were out of stock, the manager offered to order it with the $30 activation fee waived. Due to upcoming travels, I planned to return in a week. Upon my return on 10/13, a different manager mentioned the activation fee could not be waived, without exploring alternatives or trying to retain my business. They even claimed competitors wouldn't waive the fee. However, I found another provider willing to waive it. Losing $[redacted] annually with AT&T over a $30 fee doesn't seem like a good business decision on their part.

My name is Tia Baker, and my husband and I have been AT&T customers for a few months. We are disappointed with the poor phone quality and service. Despite contacting customer service and explaining the issue, the problem persists. We pay $[redacted] monthly for our service. A month ago, my husband was promised a free month of service but we haven't received it. We feel let down by AT&T's failure to deliver on their promises and will be switching to another phone company soon. I will not recommend AT&T due to the poor phones, service quality, and misleading information provided by representatives. It is frustrating, and we hope that AT&T will honor their commitment to provide us with the free month of service they promised.

I am an American currently residing in Guadalajara, Mexico. In November 25, [redacted], I visited the AT&T center with a Spanish-speaking friend to purchase a service plan for my Moto G5 Android phone. They had a special offer: prepaid for 12 months to receive an additional 12 months free, extending the contract to 24 months. Initially assigned the temporary number 33 3[redacted], they assured me it would switch to my permanent number 33 1[redacted] shortly. For nearly a year, I used the service to call family in the US without any issues. However, since October 1, [redacted], I've encountered problems; I can't make outgoing calls, only receive incoming ones on 33 1[redacted]. Despite visiting the AT&T center on October 6, the staff confirmed my remaining service duration but noted my account had switched to monthly. Despite their apologies and efforts, they were unable to resolve the issue, and we were advised to contact AT&T's Mexico support center for assistance.

After speaking with numerous customer care representatives, I am attempting another approach to resolve this issue regarding my ATT wireless account ([redacted]). In [redacted], I transferred my number to a business account and acquired an iPhone 6S, then upgraded to an iPhone 8+ in April [redacted]. Despite several attempts, I have been unsuccessful in unlocking my old iPhone 6S. Following my departure from the company Cognizant Technology Solutions in Oct [redacted], the business transferred the account and financial responsibility to me on Oct 4th. Despite this, my request to unlock the device has been denied due to the account being active for more than 60 days. I find it unreasonable to be denied the unlock considering the account has been active since [redacted] and the ownership transfer was approved. The device is fully paid and over 2 years old. Additionally, the quality of customer service, including rude supervisors during chat conversations, has been disappointing. Regards, S.V.

My name is Clinton R. I was an AT&T wireless customer(Account #[redacted]25). I canceled my AT&T service on September 22, [redacted]. On September 26, [redacted], I paid $1,[redacted].81 towards two devices on an installment plan. I wanted to pay off the devices quickly. However, my account still shows a credit balance of $1,[redacted].81 a month later, and the devices are not marked as paid off. I have contacted customer service multiple times but faced unhelpful representatives after long waits. I urge AT&T to update my account, so I can sell the devices. I want confirmation once this is resolved. Thank you.

I have identified unauthorized charges on my account. I have documentation from my bank with records of each payment made regularly. Please provide me with an address to send this information. I have spent considerable time on numerous phone calls attempting to address this matter. For reference, I made payments in the amounts of May - $71.91, June - $40.00, July - $40.00, August - $[redacted].10, September - $61.15, and October - $55.40. Kindly review your records and send me a statement confirming these charges for clarity on my monthly billing. My phone service abruptly ended, leaving me dissatisfied with your company's charges. As I am facing a hospital visit on October 23rd, I urgently require resolution. Inquire about transitioning back to a standard landline service. Clarify discrepancies in my billing and acknowledge my regular payments. Please respond promptly today. Thank you.

I recently had a Direct TV technician visit on October 16th to install a dish on my roof. Unfortunately, I had to work and asked a friend to oversee the installation. The technician, Antjuan, did not provide any instructions and even though he left his number, he did not assist when I called later. No checklist was signed by me or my friend. As a new Direct TV customer, I am unable to access basic channels without a subscription and the service I'm currently paying for does not reflect my request for two TVs. The customer service assistance has been unsatisfactory. Account number [redacted]9.

My daughter spent hours on the phone with AT&T from Germany due to erroneous charges on her account, leading her to switch to Verizon. As long-time customers of AT&T, my husband and I are disappointed in how the situation was handled, especially given that her husband serves in the military. During her last call, AT&T acknowledged an overcharge of $[redacted] for just one month but claimed the issue needed to be escalated to management for resolution. The continuous high bills led to her decision to switch providers. I am disheartened by the lack of support provided to our military personnel overseas, given the time and effort my daughter dedicated to contacting customer service to no avail. They operate on a limited budget due to their military service, making this treatment disgraceful. I urge AT&T to review the notes on her account and reach out to resolve this matter promptly. Her contact number is [redacted]. I remain hopeful that someone in authority will address this promptly to avoid further inconvenience.

Subject: Complaint Regarding Recent Billing Issue I am writing to address the exorbitant $[redacted].51 charge on my recent statement for account [redacted]. During my call to your customer service, I encountered unhelpful representatives like Jordan and Terence who were unwilling to assist me beyond company policy. The situation arose from a recent emergency trip to Italy, resulting in high charges due to the Day Pass option not working as promised, particularly with no data access. Despite my daughter's line [redacted] being unable to use data, the supervisor insisted I needed to call from Italy to resolve the issue. This experience tarnished my view of ATT, especially considering past international plans that charged less for similar services. Moreover, additional unjust charges for international calls and upgrade fees further compounded my frustration with your company's policies. Due to this negative experience, I am contemplating switching our lines to a different provider unless satisfactory resolution or compensation is provided. Considering the circumstances, a partial refund for the Day Pass service seems justified. I anticipate a more reasonable approach to customer service and billing accuracy in the future. Thank you, Caterina G.

I have called multiple times over the past three days to speak with a manager. Despite being given a manager's name and a promise for a callback to resolve the issue, I have not received any follow-up from either the manager or a representative. Each day, I have been assured that a manager will call me back, yet it has not happened. It is frustrating to keep encountering obstacles preventing me from reaching a manager to resolve this ongoing problem. The lack of communication has caused great difficulty for me as a disabled customer, and I am incredibly disappointed with the level of customer service provided. It is crucial for the company to ensure their managers fulfill their responsibilities properly to avoid situations like this.

I was provided an employee number by the employee herself to facilitate contact. Additionally, she shared a contact number for reaching either herself or a colleague in her department. However, upon calling, I was informed by a customer retention agent that contacting her through the employee number was not possible. Despite requesting an email option, I was advised to use the employee number for contact. When I insisted on speaking with management, the agent declined, stating no information would be given for reaching her. The employee provided exceptional assistance in resolving a long-standing issue. How can I reach her via email?

I need to share my experience with AT&T over the past year. I have been a loyal customer for 15 years, paying an average of $[redacted] a month for my mobile phone and $[redacted] a month for DirecTV. Last December, my husband ordered an iPhone 7, which was promised to arrive within 2 days. Despite being repeatedly told the phone was backordered, after months of waiting, AT&T informed us they no longer sold the iPhone 7 and sent a free Galaxy 7 instead. Although a nice gesture, my husband preferred an iPhone. AT&T's solution was for him to buy it from an Apple store. During this ordeal, I explained to a service representative that we lack internet access at our rural home and rely on data for work via hotspot. The rep suggested a different plan claiming it would be cheaper, failing to mention it would forfeit a $25 credit on my DirecTV bill. Soon after switching plans, we ran out of high-speed data, experiencing incredibly slow speeds for the remainder of the month. When seeking assistance via chat and calls, I faced language barriers and ineffective support, leading to frustrating conversations and no solutions. Disheartened by the lack of help or understanding, I have decided to cancel my AT&T services and switch to Verizon, with my family following suit. The customer service experience has been extremely disappointing, leaving me feeling undervalued and unheard. Thank you, Julie Chadwick.

For over a year, my daughter and I have been trying to resolve an issue with our phone service. We've spent hours on the phone explaining our situation, only to be transferred from one person to another and having to repeat everything. It has been challenging as sometimes we had trouble understanding the representatives. Our former landline was at [redacted] Castle Creek Drive, Sapilpa, OK [redacted]. After moving to our new home at [redacted] Sunset Lane, Sapulpa, we couldn't keep the landline and had to switch to a wireless phone. We wanted to keep our old number, which we've had for 61 years, so I've been paying $40 monthly to retain the number since the move. I was informed by someone from AT&T in March [redacted] that discontinuing the payment would result in losing the number. I've also been paying $30 monthly for internet service, even though AT&T doesn't offer it in our area. I simply wish to transfer our old number to the wireless phone, or alternatively, cancel the wireless service and remove the extra charges from my bills. I have three AT&T accounts: one under Denny Tyler's name and two under my name, Leona Tyler. One account has a spelling error in my first name as Leonna. Due to hearing difficulties, using the phone can be a challenge for me. Your assistance in resolving this matter would be greatly appreciated. Our current address is [redacted] Sunset Lane, Sapulpa, OK [redacted].

Hello, I am reaching out about my $40 per month AT&T prepaid plan, which supposedly included the 3rd and 12th months free as a promotion. Despite signing up for the plan in-store in September and being told about this offer by a sales representative, I have not received the free months as promised. When I contacted customer service in November during the 3rd month and was charged instead of receiving the promotion, I was advised to address it after returning from a trip by contacting customer service again. In March, after following up with another call, I spoke with a representative who assured me that if I continued making payments, the 12th month would be free as originally promised. Despite confirming this arrangement and being told a note would be left on my account for future reference in November, I was informed today that due to a gap in payments between December and February, I do not qualify for the free month. I pointed out that this issue was supposedly resolved in March by another AT&T representative. However, my request was still denied. This situation is concerning as it undermines the trust between customers and the service team. I hope this matter can be reviewed promptly to avoid the need to switch to a different provider. Thank you.