AT&T Wireless Customer Service Issues

I am experiencing issues accessing our account online using account # [redacted]73. When trying to log in, I received an error message for the username and password. After clicking on "forgot your username," I received two unfamiliar names via email. Despite trying both names and using "forgot password," the error message persisted. Contacting [redacted] for assistance proved challenging as the automated system struggled to recognize my voice replies and keypad inputs.

I am the power of attorney for J.L., account # [redacted]01. I have been managing his bills for four years. Due to his declining cognitive abilities, we decided to transition him to assisted living in August. We returned his equipment around 10/1/[redacted] and paid the bill up to 10/27. I am attempting to terminate the services and avoid charges for 10/28-11/27. Unfortunately, the store requires a class code or security question, which I do not possess, hindering this process. I am in search of an email confirming that I will not be liable for the final bill.

I am currently at an AT&T location on 38th Street in Tacoma, WA. Unfortunately, no one greeted or acknowledged me when I walked in. After waiting for 5 minutes, I approached someone who I thought was an employee. Another employee then asked if they could help, and I expressed my frustration at being ignored. I have been a customer at this location for years and have always been promptly assisted in the past. Today, there were three men in the store but no females, which may have affected the level of customer service. I came in because of a service issue, and being treated disrespectfully only worsens my experience. My son and I have been loyal customers for a long time and expect better treatment.

I visited an AT&T store feeling upset as my husband had left me. I was not informed about a $55 restocking fee, although I had 14 days to exchange the phone. After contacting customer service and being directed back to the store manager who didn't call me back, I am disappointed by the poor customer service. I will reluctantly pay the $55 fee, cancel my AT&T service, and will not recommend them. I am hurt by AT&T's lack of customer care and feel undervalued as a customer.

We recently added our line to our daughter's Cricket account, but the promised credits for a 'bogo' iPhone and a $1 per month iPhone 8 after the third billing cycle have not appeared. We have contacted AT&T multiple times, but despite being told we would receive credits and that an investigation would be initiated, we have not had a resolution. We have diligently paid for our phones each month since September [redacted]. The amounts paid were $[redacted].01 in September, $[redacted].37 in October, $[redacted].59 in November, and $[redacted].70 in December. We are hoping to connect with someone who can assist us with this matter.

Hello, I need assistance urgently. We have been loyal customers for over a decade, consistently making on-time payments. Regrettably, we exceeded our data limit due to a mistake involving our child's phone usage on cellular data instead of connecting to our home wifi. This is a deviation from our usual data usage pattern, which has never exceeded 20GB. We have never carried over data in all these years. Currently, we are on our way to Las Vegas for an out-of-network medical procedure that is essential. Is there a chance you could lift the data restriction on our account? Your help would be greatly appreciated.

Hello, I'm reaching out to inquire about canceling my service account number [redacted], which was originally opened in Los Angeles. I departed from the U.S. three months ago and regret that I neglected to cancel the account prior to leaving the country. Despite my attempts to call and cancel via my local phone number, I have been unsuccessful due to the U.S. SIM card requirement associated with this account. I have recently discovered continuous charges on my account, which I wish to cease immediately. I intend to settle any outstanding fees upon my return to the U.S. in [redacted]. I apologize for any inconvenience this may have caused. I look forward to your prompt assistance in this matter. Thank you for your attention to this issue. Best regards, Y. Li

I have been an AT&T prepaid customer for over 18 months. In the last three months, my "International" add-on has not been renewing correctly as part of the auto-renewal, even though I have enabled the auto-pay option. I recently discovered that despite the add-on not renewing, I can still make international calls, like the 13-minute call to India that cost me $23 today. Why am I able to make these international calls without the add-on renewing? Additionally, why is the auto-renewal not working for my add-ons as it should be? I spent 38 minutes on a call today with AT&T customer care seeking answers, but unfortunately, the response I received did not resolve my concerns.

I am experiencing issues when attempting to add an Apple Watch line as the validation code repeatedly fails, even though I am sure I am entering the correct code. This problem occurs both when trying to add the line through the Watch app on my iPhone and when attempting to add it as a bring-your-own wearable on the AT&T website. Despite multiple attempts with AT&T's technical support agents who assured me the issue was resolved, the problem persists.

I kindly request that you review the chat transcripts. There have been numerous interactions, and each time I must begin anew to explain my concerns. Various individuals claiming to be supervisors have failed to follow through on their promises to return my calls on three separate occasions. They have misled me, either intentionally or inadvertently, provided me with incorrect information, evaded answering simple questions about order dates, neglected to seek out information, declined to file complaints upon request, avoided assisting me with contacting other departments within the company, and rejected my requests to add notes to my account for the benefit of subsequent interactions. Instead of taking ownership of a delivery issue and ensuring its resolution, they have passed me on to others who, as it turns out, were unable to assist me as promised.

I am experiencing issues with the 2-factor authentication process when accessing my user account for billing. Both my wife's and my phone numbers share the last four digits, XXX-XXX-[redacted]. Every time I attempt to log in and receive the authentication text, it consistently goes to my wife's phone, regardless of which similar number I input. It is crucial to address this as I am currently separated from my wife, causing great inconvenience. For clarification, my phone number is [redacted] (primary), and my wife's phone number is [redacted]. This issue needs a permanent solution to ensure I receive the necessary verification texts for account access.

This morning, an unsolicited text message from AT&T woke me up abruptly, informing me that my bill was available to view. Despite my repeated attempts to stop these messages by replying "STOP" and calling AT&T twice to request cessation, the messages persist, even when my phone is on "Do Not Disturb." I am emphatically requesting that AT&T cease all text messages to my phone number. I prefer to be contacted via email at [redacted] or by mail at JGPlatt, [redacted] Linden St, Laguna Beach, CA [redacted]. Please acknowledge that the necessary measures have been taken to discontinue any future text messages from AT&T to my number.

My mother, Sandra Stanley, purchased a Vesta prepaid card for me on May 26, [redacted], for $19. She paid for one month of talk and text for $60.98. Despite multiple calls and four visits to the Bartlesville, OK office, we explained that she didn’t enroll in autopay. The prepaid phone was broken within five days, resulting in the suspension of the account. The phone was then transferred to her 10-year-old HTC until the minutes expired but was never renewed. They have continued to bill her $60.98 each month since June [redacted]. She is seeking a refund on her Discover card for the 100th time. The number on the prepaid phone was [redacted]. She has been with AT&T for over 40 years and when she tried to upgrade her phone, she was told she wasn't eligible despite having the HTC for over a decade. If the Discover card is not corrected with a credit from June [redacted], and if she doesn’t receive a well-deserved free upgrade, she plans to switch to a carrier that values her loyalty. Sincerely, Lisa G. Stacy, Contact: [redacted] Sandra J. Stanley. I am looking forward to your response with the necessary corrections and upgrades. Thank you. If this matter is not resolved, I will terminate all services with AT&T after 40 years.

I am incredibly frustrated with AT&T and would consider switching to another provider if possible. I manage a family plan with AT&T and have been a customer for a significant amount of time. Last September, my dad wanted to upgrade his phone during the promotion that offered the iPhone 11 as a buy-one-get-one deal with a $[redacted] rewards card. I added a new line online to qualify for the rewards card as per the promotion. However, there seems to have been a system error that categorized the purchase as in-store, which disqualified me for the rewards card. Despite it being a mistake on the company's end, the promotion has now expired, and the rewards center claims they can't do anything about it. After researching, I found out that I'm not the only one this has happened to, which is concerning. As a customer on a tight budget, missing out on the promised $[redacted] is disappointing. It's unfair that AT&T won't acknowledge their error and make it right.

I need to make adjustments to my account because my 17-year-old daughter previously added an extra line to my AT&T account without my authorization, resulting in extra charges that I had to pay. Although this incident occurred three years ago and was not on this current account, it has prompted me to review and update my account settings. Today, I received a letter from AT&T with a new temporary password that I did not request, raising concerns about possible unauthorized changes made by my daughter. I appreciate AT&T's notification, as it has alerted me to the situation. I now need to investigate and reset my account PIN to prevent any further unauthorized actions.

In October [redacted], I decided to take advantage of an offer from AT&T to add DirecTV to my service in order to qualify for a BOGO deal on two iPhone 8s. After discovering that I was being billed for both phones and not benefiting from the BOGO offer, I have been striving for over a year to receive a refund for the additional phone charges. Even though progress has been made, there seems to be ongoing confusion and delays in resolving my case, with promises of refunds being unfulfilled. I am uncertain about the status and how to communicate effectively with the team handling my case. I hope to find a way to ensure my concerns are addressed promptly and that the refund promised will be processed without further complications.

I recently lost my Walmart MoneyCard and ordered a new one with expedited shipping, scheduled to arrive on the 17th. However, it hasn't been delivered, and I can't reach a real person at customer service to address the $15 charge for faster delivery. This delay is causing serious financial consequences, putting my housing and utilities at risk. I feel frustrated by Walmart's customer service errors and their apparent lack of concern for customers. I now plan to transfer my funds from their card, close my account, and look for a new company that values its customers more than profit.

I encountered an issue with the IMEI number after the AT&T representative I spoke with abruptly ended the call. They assured me that there were no outstanding payments on the device my wife purchased at a fundraiser at Liberty Lighthouse. We are about to travel and need a mobile router for FEMA temporary housing. Initially, we thought it was just a wireless router, but upon further inspection, it turns out to be a 4G modem, which is actually great. I am not sure how to set it up, and I want to avoid the scammy sites online. Both my wife and I have AT&T service through Wing, so we tried our SIM cards, but the device blinks red. I attempted to reach advanced customer support, but after waiting for 45 minutes, the call got disconnected. When I called back, I kept getting transferred around. I prefer to unlock the device through AT&T rather than using a questionable website. I apologize for the detailed explanation, as I've had to repeat this over the phone multiple times, only to have the calls end abruptly even after making progress. Could you please assist in checking the device and retrieving our previous conversation?

I paid my phone bill yesterday. I was informed that it would take two hours for my services to be restored after they were temporarily suspended. I paid my account in full, and it has been almost 24 hours, but my services have not been reconnected yet. I have spoken to several customer service representatives who have been transferring me to different departments. I have been experiencing delays since yesterday when I made the payment, and my phone services are still not restored. My phone was off for two weeks after my second device was stolen. A new device was sent out, and I was supposed to pay a deductible when the bill was due. However, I only managed to pay it this week. Now, I am trying to get my services reinstated. Any assistance would be greatly appreciated as I am quite frustrated with the situation.

On Saturday early afternoon, my internet unexpectedly disconnected. The broadband light on my tower is constantly red. Despite rebooting and resetting numerous times, the issue persists. I've dedicated over 15 hours on hold, attempting to reach customer service, to no avail. Even utilizing the live chat feature resulted in multiple "still busy, please wait" messages. I urgently need my service restored and find the current lack of customer support completely unacceptable, especially considering AT&T advertises offering 24/7 support.