AT&T Customer Service Issues

The technician was supposed to arrive on August 7th between 8am-12pm but never showed up. I contacted the representative multiple times to inquire about the delay. By 4:00pm, the technician had not arrived, so I decided to cancel. This led to a loss of wages and disrupted my online classes. Afterwards, the technician, Dan, called me three times insisting he was nearby and planning to fix the issues. Despite my cancellation, he resolved to come anyway. I firmly informed him I did not want him coming over and hung up. It's frustrating that he could update me on his location and tasks but not his delay. The representatives I spoke to, particularly Antonio, were impolite. Antonio remarking "my money, my option" was not professional. I am dissatisfied with how the company handled this situation. Despite having a case number and a case manager who should return calls within a day, I have not heard from her since August 27th. This lack of communication is concerning. I expect reliable internet service for the prompt payments I make.

After contacting AT&T and my bank for over 4 hours regarding a $[redacted] chargeback, I called on 8/30/18 at 3:10 ET to address the issue. Speaking with Rodrigo Godoy #RG5947 from the Salt Lake City call center, the encounter was incredibly unpleasant. Mr. Godoy appeared condescending and unhelpful. Despite explaining my reason for calling, his responses were disrespectful, questioning which billing period the chargeback pertained to. Frustrated by inconsistent information from previous calls, I requested assistance in a confused manner, prompting Mr. Godoy to respond rudely. Requesting to speak with a manager was futile as he refused and declined to provide additional identifying information. His unprofessionalism and lack of cooperation were disappointing, especially after investing significant time with AT&T's customer service. This experience was unacceptable considering the monthly investment I make in the company. I trust that this issue will be appropriately addressed.

I reside in Coffman Cove, Alaska, where cell service is not available, and we solely rely on landlines for communication. Unfortunately, our phone numbers do not display when calling individuals in the lower 48 states, showing up as "unknown." While under Verizon, my number was visible, but since the transition, this issue persists. Despite your company's expansions and investments, resolving this basic matter seems overlooked. Several discussions with your representatives and technicians indicate the lack of suitable equipment for this feature. Customer satisfaction should be paramount, yet I question if your company neglects smaller regions like rural Alaska. The disregard for addressing our needs implies a lack of concern for your customers, especially those in remote areas. Julie A.

We have been experiencing ongoing issues with our business phone line for the past year and a half. The line either does not work or has severe static during moist conditions, making it impossible to hear callers. As a result, we have had to forward calls to my personal cell phone to ensure we do not miss any important business calls. This frequent problem has caused a significant inconvenience as we rely on this line for our livelihood. Technicians have often found the issue resolved when they arrive due to the weather clearing. We feel that a more thorough investigation is needed, and we believe we should be compensated for the inconvenience of constantly forwarding calls and the time spent contacting the troubleshooting department. This situation has been ongoing for the last 1 1/2 months, and we are frustrated by paying for a service that consistently fails during wet conditions. We request a comprehensive solution to this recurring issue and compensation for the disruption and the use of my personal cell phone.

I had a troubling experience at an AT&T store where I believed my phone insurance was denied by a salesperson claiming to be the manager. Despite purchasing a new phone under the impression that I lacked coverage, I later confirmed with customer service that I did indeed have insurance. The store manager, who previously misled me, offered a solution involving my insurance and a deductible. Despite the frustrating situation, I am seeking resolution and hope to speak with someone directly instead of prolonged email exchanges. I am disappointed with the service received and would like assistance promptly to address this matter. Thank you for your help.

I have always diligently paid my bill at that establishment. Unfortunately, the person in charge suddenly refused to accept my payment, claiming to have fired all the staff. When I inquired about assistance, he rudely stated the situation and asked me to wait. Despite my willingness to settle the payment, he ultimately denied me the opportunity and insisted I leave. Frustrated, I raised my voice, which prompted him to involve the authorities, resulting in a warning citation for alleged criminal trespassing. This situation could have been avoided had the initial interaction been handled more professionally. I have consistently honored my financial obligations there in the past. Thank you for your attention. - V U

In June, I wanted to get DirecTV for my granddaughter. They initially asked for a $[redacted] deposit, which I paid. Upon consulting with my granddaughter, who works at AT&T, I discovered the deposit was not necessary. When I called back within 10 minutes to cancel, they did cancel the installation order, but I have not received my deposit refund. Despite contacting someone from the Office of the President, Darrell Maddox, who initially seemed to resolve the issue but then shipped the refund to the wrong apartment number, leading to further delays. I have been trying to reach out to him without success. It's been almost 3 months, and I am still waiting for the refund. Although $[redacted] may not be a significant amount to some, it's important to me as I am on a fixed income.

I had an appointment scheduled with DIRECTV for installation, which required me to take time off work. However, when I called for the tech's arrival time, I was informed that my installation was canceled due to internal issues. After spending over two frustrating hours on the phone with the call center, I learned about the departmental problems. Now, I have to wait another week for installation, causing financial loss and immense frustration. I urge for proper compensation for the inconvenience and mishandling, requesting an upgrade to the premium package at the select package's price. It's imperative to address this matter promptly.

I opened an account with AT&T in February, enrolled in auto-pay, and encountered billing issues from the beginning. After a missed payment, I was informed my service was canceled unless I paid $[redacted] that day. Subsequently, due to various errors with the installation process, I faced additional charges of $[redacted], which AT&T insisted must be paid in cash. Despite explaining my situation and willingness to pay electronically, AT&T refused to cooperate, jeopardizing my job that requires reliable internet. The continuous obstacles I faced and the lack of flexibility or understanding from AT&T staff have left me frustrated and disappointed with the service. I am considering legal action and reporting this experience to the Better Business Bureau to address these challenges and prevent others from facing similar difficulties.

I have had four installation appointments for the same service. Twice, AT&T went to the wrong address. The third time, they came to my home but didn't proceed, stating a repair was needed and promised a call that same day, which never occurred. After calling back two days later, I was given another installation and repair date for today. When I called to confirm the date, I was informed that my appointment was on hold with no resolution date. I have spent over 5 hours on the phone with AT&T in the past two weeks, taken time off work for failed installations, and I am still without service. This situation has caused significant inconvenience, provided poor customer service, and I would like to formally file a complaint.

I activated my new line, [redacted], with AT&T and was informed about a previous promotion for free activation. I chose to activate over the phone to save $30, rather than visit the nearby store. However, after waiting to use the line due to a SIM card delay, I found out that the activation fee was not waived as promised. I spoke with a supervisor named Marvin who refused to credit me the $30, insisted the charge was valid, and would not allow me to speak with anyone else. I am frustrated by this experience and tired of dealing with incorrect charges and misinformation from AT&T customer service. I request a refund of the $30 charged for activation, as I was assured it would be free. I hope to resolve this matter promptly and avoid further inconvenience. Thank you, Kristin.

Hello, I am Rebecca R., a Respiratory Therapist at Lincare. As part of my duties, I have to notify utility providers like phone companies when a patient is put on a ventilator. However, AT&T requires account information or security questions that I don't have. All I need is for the patient's account to be noted that they are using a ventilator. This is a crucial practice for patient safety that all companies should understand. I have the patient's basic details but face this issue only with AT&T. Kindly reach me at my personal email provided as our work email is secured for patient privacy. Thank you.

I arranged for my service to be moved to my new residence. Upon the technician's inspection, I was informed of an external issue needing resolution before inside installation. Given that I work remotely, I stressed the urgency of having internet access for my job to AT&T. Despite highlighting the significance, it's currently Monday evening, and the problem remains unresolved since the weekend. This delay has resulted in work repercussions, and I have made multiple inquiries about the timeline for the fix without a clear response. One AT&T representative, Scott from Cincinnati, even suggested canceling my service, which was disheartening. While considering other providers, I prefer to retain my AT&T service but desire a seamless transition. Going into the fourth day without connectivity is distressing, and I seek a prompt resolution to this matter to restore my work routine. Best, Ms. B.

My current phone is not functioning, and I need to settle the payment to upgrade it. Due to my account's age, they couldn't process my payment in-store, leading me to spend three hours on the phone in the store and a total of four hours with unresolved issues. I dedicated the entire day from 10:30 am to 7:30 pm, struggling to make the payment due to system errors despite various attempts and contacting my bank. I faced being hung up on and transferred multiple times, leaving me with a non-functional phone during a mandatory hurricane evacuation. This ongoing problem impacts my work, family, and safety as I rely on my phone for both personal and professional use. I seek your assistance in resolving this urgent matter.

I would like to bring to management's attention that we experienced a 12-day disruption in our home phone service due to a UVerse technician's error. Upon our return from vacation, it took multiple attempts and an hour of waiting on hold to finally speak with a representative. Our repair appointment was scheduled with a three-day wait and a 12-hour window, which was inconvenient. Despite our efforts to reschedule for a closer date, we were transferred between various representatives until we connected with Anthony from UVerse technical support in Dallas. Anthony, although unable to directly assist with our issue, showed remarkable care and attention. We recommend improving the repair service process for long-term customers like us. Suggesting an option for customers to leave their contact number for callbacks instead of extended hold times could be beneficial. We feel that a compensation adjustment for the period without service is warranted. We appreciate the resolution of the phone service issue caused by the UVerse technician. Thank you for addressing these concerns. - Carol and Howard W.

In May [redacted], I had my service transferred to my new address. Since then, I've been receiving bills for my old phone number at my new address. It took two months after moving in to finally have my new phone service operational after seeking tech support. The monthly bills I'm receiving have been higher than what was agreed upon during the service transfer. Despite numerous calls over several months to resolve the issue, I have not received satisfactory assistance. I've spent much time during work breaks and early mornings at home on the phone trying to resolve this matter. I've been passed around multiple departments without a solution. One representative mentioned that my previous service was not cancelled, leading to double billing. The issue has escalated to my old number being sent to collections, resulting in constant calls throughout the day. This situation has persisted for too long, and I request immediate resolution as a long-time customer who has never encountered such problems before. Kindly address this matter promptly.

I was promised a $[redacted] credit per line for switching to AT&T in July. I switched 4 lines, activated phones, but the $[redacted] credit has not been applied. I have contacted several representatives over a month after receiving a bill for $[redacted].87 related to the credit. Different information was given each time, with one rep stating the credit would only apply after a payment. Now, I am told there is a credit on my account. I agreed to pay half the bill due to other expenses, confirmed by a rep on August 11th, but the full amount was taken from my account, leaving it negative. The rep claims the payment was credited back, but my bank shows no such credit from AT&T. I have followed up but been unsuccessful in reaching a supervisor. The lack of assistance has left me extremely dissatisfied, and I will consider terminating my services if the issue remains unresolved.

I am unable to set up payment arrangements for the next month as I have always done in the past. I have never made two payments in one month before, so I don't understand why I am being asked to make two payments now. I have been a loyal customer of ATT since the days of Bell South or Southern Bell. After my checking account was overdrawn in August due to no fault of my own (still waiting for the bank to resolve this issue), if my service is suspended, I will have to not only pay my bill but also a service restoration fee and late fees. I usually pay at the beginning of the month and make arrangements for the following month right after. I always stick to the agreements we make. This situation is concerning and unexpected. If this is how you handle your business, maybe it's time to explore other options.

My name is Joan F. My phone number is [redacted]. I have an issue dating back to May [redacted]. I canceled my service and returned my phone on time. I canceled due to an incorrect bill and being misled by the salesman. Despite my request, a credit check was run without my consent. The AT&T store manager in Marco Island, Florida, took over a month to return my phone, leading to collection emails claiming I owe over $[redacted]. Despite numerous calls, the issue remains unresolved. I seek assistance in resolving this matter promptly to avoid legal action. Thank you, Joan F. [redacted].

I recently signed up for AT&T cable service with a promotion for new U-verse customers who also opt for AT&T mobile. I ordered three phones, paying for them all with my credit card. The technician had mentioned a monthly cost of $40+ per line, but when the bill arrived, it was unexpectedly high at $[redacted]. We later found out we were placed on a $75 per line plan, not the $40 rate we were initially told. When we addressed this with other technicians, they claimed $40 per line wasn't an option. We feel misled and are now faced with a much higher bill due to misinformation. I would like the recorded call to be reviewed as proof of the discrepancies in what was promised and what we received.