AT&T Customer Service Issues

I have been experiencing various issues since receiving an order confirmation number on September 30, [redacted]. Despite providing my monthly bill yesterday as requested, my phone service has been disconnected today. This situation is critical for me as I have a sick neighbor and a husband who survived a widowmaker heart blockage. I urgently need to have my phone service restored. I have invested significant time on the phone over the past month trying to resolve this matter. Your prompt assistance in addressing this issue would be greatly appreciated.

I've noticed that AT&T's policy mentions notifying customers as they near their bandwidth limit, but I haven't received any alerts via phone, email, or text. If I had been informed, I would have limited my internet usage. However, the customer service representative in India accused me of being dishonest. They assured me a supervisor would contact me, but this never happened. Subsequently, when I called again, I was transferred between departments, each offering conflicting information. How should I proceed with resolving this issue?

I need to chat with someone after I get my monthly bill. I was promised a specific amount each month by Raynell, Snyder, etc. I'm reaching out because the amount on my bill keeps increasing despite being assured it wouldn't. As seniors, our circumstances remain constant, so I'm puzzled by the frequent changes. I was guaranteed a total of $[redacted].00 plus taxes until March 20, [redacted]. I'm frustrated with the inaccuracies I encounter each month and want this issue resolved promptly.

Subject: Inquiry About Data-Only SIM Card for 7-Day Miami Vacation Hello AT&T, I am planning a trip from Denmark to Miami from January 16th to January 23rd, [redacted]. During my visit, I will need internet access for browsing and Skype calls on my phone and laptop. I am looking for a data-only SIM card without a contract. Approximately 1-2 GB of data for the 7-day period should suffice for my needs. Could you kindly provide me with information on a suitable product? Additionally, I would like to inquire if there is a store in Miami, preferably near the airport or south of the airport. Lastly, I am curious if I can create a Wi-Fi hotspot using the SIM card on my Android phone. Wishing you a Merry Christmas and a Happy New Year, Steffen

I have been a loyal AT&T customer for over 15 years, starting from when it was Cingular. I have multiple lines, regularly upgrade my devices, and have referred over 50 people to the service. Unfortunately, due to recent financial difficulties after losing my job and dealing with health issues in [redacted] and into [redacted], I am struggling to pay my bill this month. As a single parent of two daughters, I rely on my phone for job searches and communication. It's disheartening to feel overlooked and unappreciated by AT&T when I've been a dedicated customer for so long. I am reaching out for assistance to avoid having my phone service disconnected, as it is crucial for both work and staying connected with my family. I hope for a resolution from AT&T before I am forced to consider switching carriers.

I am unhappy that an app was installed on my phone without my permission. When I called to have it removed, the representative hung up on me. I feel harassed. If I am charged for this or if more apps are installed, I might stop being a customer. Also, please improve your website. It says to log in, but when I do, I am redirected away from the chat area. If you need my contact information, please ask.

Living in a rural area with just one cell tower can be challenging. Periodic outages are inevitable, and I understand the frustration when it happens. When faced with this issue, it's crucial to report it promptly to your service provider to address the problem efficiently and get the tower back up and running. Instead of going through extensive troubleshooting that might not be necessary, consider expressing your concern clearly to the support staff and emphasize the known outage to expedite the process. By being assertive about the situation and requesting a direct investigation into the reported outage, you can cut down on unnecessary steps and focus on resolving the main issue, ensuring a quicker resolution for you and your community.

My name is Alexandrea Wiezorek. The phone number associated with my account is [redacted]. I've been trying to reach customer service all day, but unfortunately, I have been disconnected or dismissed multiple times. The issue I am encountering is that my internet was disconnected even after I made a $50 payment on the 10th, which seemed reasonable to me. I intended to pay an additional $60 today, but I have been informed that there is an extra $[redacted] charge on my account. I was told this might be due to a back charge, but after reviewing my bill with another representative, we couldn't find any evidence of this charge. I am hoping to have the service fee waived so that my internet can be restored, and I can make the $60 payment tonight. My account's PIN is [redacted].

I recently contacted customer service about a different issue and was convinced to upgrade my service to include more speed and channels. I was quoted a price of $[redacted].40 and received an email confirming this rate. However, when the bill arrived, it was $45 higher per month, and they refused to honor the written price. Despite being a loyal customer for many years, I felt unappreciated and undervalued. I have already spoken with four billing agents, one customer service representative, and a retention specialist, but no one has been able to resolve this issue. I'm beginning to wonder if anyone else within the company would be willing to assist me.

Seeking Help with Unwanted iPad Contract I recently discovered an undisclosed contract tied to one of our iPads, which would incur over $[redacted] in fees if canceled. Due to financial difficulties from my wife's extensive medical expenses, we need to return one of the iPads. Despite contacting ATT, the customer service representative was unhelpful, emphasizing the one-year contract term and disregarding my plea to address our situation. Choosing to keep one iPad would still cost us over $50 each month, even if we removed our cell phones from the plan. Despite being a loyal customer for years, the lack of transparency and unhelpful attitude from ATT is disappointing. Our goal is simply to return one of the iPads, but various attempts via chat and phone calls have not yielded a resolution. The focus on profits over customer assistance from the agent I spoke with was disheartening, especially considering our decision to switch providers due to poor customer service. We initially acquired the iPads for my daughter's Nursing College class needs, but the neglect and dismissiveness from customer service have made our situation challenging.

In December [redacted], I upgraded my u-verse service and was offered a $34.95/month price for 12 months. However, my January bill was $40, and February's bill increased to $52. When I inquired on February 10th, I was informed the $34.95 price ended on February 3rd, and $52 was now the correct price. Despite providing evidence of the agreed-upon price in an email and an "Order Summary" on the AT&T website, I was told I had been notified of the price increase, which I hadn't received. I requested to speak with a manager but was informed none were available, and that I would receive a call within 24 to 48 hours. It has been 5 days, and I have yet to hear anything.

I would like to understand how I might unknowingly be utilizing my AT&T wifi, especially with the newly implemented charges for exceeding 300GB per month. I have noticed that my iPod Touch, MacBook Pro, and iPad seem to be downloading podcasts even when I am not actively using them. I am concerned whether the simultaneous podcast downloads on my three Apple devices are tripling my GB usage. I am also curious to know which websites or downloads consume the most GB. How do I monitor the GB usage of each device independently and reduce it to stay within the new limit? Furthermore, I wonder if streaming Netflix contributes to my usage even when paused during the "Are you still watching" prompt. At times, I am unaware of my devices being connected to the network, making it challenging to track usage against the limit.

On 4/13/16, I contacted ATT to inquire about reducing my monthly phone bill for number [redacted]. The representative asked if I had a cell phone with ATT, which I didn't. He then offered me a new cell phone plan for $6-7.00 per month with a $30.00 monthly service fee and a $[redacted].00 incentive. I agreed and switched my cell number [redacted] from Consumer Cellular. However, after calling multiple times, I was informed my bill would be $61.17 monthly and not combined with my home bill, contrary to what was discussed. I rely on a fixed income, and the promised perks are crucial to me. I have checked with numerous representatives, but there seems to be no record of the incentives offered. I'm questioning why the details were not documented, as this discrepancy is causing me distress. As a loyal customer, I hope to receive the $[redacted].00 gift card and $[redacted].00 credits as promised. Your prompt attention to this matter is greatly appreciated.

I recently received an iPhone 5s in the mail. Everything works well, but there seems to be an issue with the Wi-Fi. Despite being able to connect to my Wi-Fi network, it shows "no service" next to the Wi-Fi signal in the top right corner. I've attempted resetting the network settings and power cycling the internet box, but the problem persists. My other devices can connect to the Wi-Fi with no issues, so it doesn't appear to be a problem with the network itself.

I had a frustrating experience with my order where the date was changed without notice, my Direct TV bundle disappeared, and my calls kept getting dropped when I tried to resolve the issue. Each time I attempted to fix the problem, my call was abruptly ended, and when I requested to speak to a supervisor for help, I never received a call back. I am simply asking for my original agreement to be honored, but it feels like I am being accused of something dishonest. The repeated requests for credit checks, including now a third one, are concerning to me as they can impact my credit score. When I hesitated to agree to another credit check and asked to speak to a supervisor, the salesperson refused to continue without one. I left my contact information for a supervisor to call me back, but no one has reached out to me yet.

I terminated my Direct TV services on 03/10/18, believing it was the end of my billing cycle and contract as confirmed by your representative. However, the services continued despite nobody in my household using them. After multiple calls to cancel and return equipment, I still faced unauthorized charges to my card. I refuse to authorize any further payments due to this issue. Despite returning the equipment, I was mistakenly charged again after signing up for new services. I also experienced internet service problems linked to Direct TV renewing. I feel misled and am questioning the trustworthiness of your representatives. The promised $[redacted] visa gift card was not mentioned in the agreement, further adding to my dissatisfaction with AT&T's service.

I wanted to share my recent experience with ATT. On April 27, [redacted], we returned home to St. Charles IL from Florida, expecting our TV and internet to be working as promised. Unfortunately, the TV required a 40-minute call with tech support to fix, and the internet remained out. After multiple calls and hours of troubleshooting today, we finally got the internet to work thanks to the help of June from the Philippines. I believe ATT has organizational issues since we were transferred inaccurately, encountered agents unaware of our details, and struggled to get our problem resolved promptly. It's concerning that personal information might not be readily available to all agents. Even after multiple agents were unsuccessful, June fixed the issue and suggested using the ATT app for future problems. I recommend better coordination between departments to improve customer experience. While Juno was helpful, I suggest having U.S.-based agents available 24/7, considering ATT's size and resources. We had hoped for a better experience with ATT after challenges with Comcast.

Yesterday, April 27, [redacted], I informed ATT that I was returning to St. Charles, IL after spending four months in Florida. Upon my arrival, both the TV and internet were supposed to be working, but unfortunately, the TV needed a 40-minute conversation with a technician to fix, and the internet was not operational until today. It took 1 1/2 hours, six agents, and multiple phone numbers to finally resolve the internet issue with the help of the last agent, June, from the Philippines. I believe there is a systemic organizational problem within ATT as I was consistently directed to the wrong departments, encountered agents who were unaware of our customer status or service details, and faced challenges in getting our problem fixed promptly. There should be better access to customer information across all levels of the organization to avoid such inconveniences. While Juno eventually resolved the internet problem and suggested using the ATT app for future issues, it is concerning that an app could solve what five agents couldn't. I suggest improving department connections to enhance customer access and consider having agents available 24/7 in the United States. Despite these challenges, I had hoped for better service from ATT compared to my previous experiences with Comcast.

I visited my local store to discuss setting up a business line on a cell phone, specifically a 1-[redacted] number for my business. I received an iPhone 8 for the cost of taxes and was assured I'd get a text to set up the 1-[redacted] number. After returning to switch our phones to a business account, we were told to wait for the text. Despite my mom spending 45 minutes with AT&T without success, I returned to the store for help. Unfortunately, no call was arranged as promised. After being told to contact the [redacted] number, I was informed that AT&T doesn't offer toll-free calls, contradicting online information. Frustrated, I reached out to GoDaddy and had my 1-[redacted] number set up swiftly. Upon trying to return the iPhone 8 and facing a $45 restocking fee, I was deeply disappointed with the poor customer service. While we still have our phones with AT&T, we plan to switch providers once the contract ends. It's disheartening to see the decline in service from the AT&T my father, a retired employee of many years, knew. Choices exist, and we are prepared to take our business elsewhere. Laura M. Who's My Mutter?, LLC

To Whom It May Concern, The Brophy Family has been loyal DirecTV customers since [redacted] and have recommended DirecTV to friends and family over the years. We are currently DirecTV-Now customers due to a dispute between DirecTV, DirecTV’s subcontractor (Hoff), and Florida Club at Deerwood that led to us suspending our account per the advice of DirecTV personnel on January 25, [redacted]. Despite no resolution to the conflict after a year, we were forced to resume payment and switch to DirecTV Now in February [redacted]. We ultimately returned the equipment on March 2, [redacted], and are now facing unexpected charges for cancellation since March 6, [redacted], despite being told there would be no charges for early suspension. We have reached out through a letter and two phone conversations without success, hence we are seeking assistance to have the March 6 billing rescinded. Any help to resolve this matter would be greatly appreciated. Thank you, Tom and Kris Brophy