AT&T Customer Service Issues

Upon visiting the AT&T store in San Jacinto, CA, earlier this year, I was informed about Samsung's buy one, get one free promotion on the Galaxy Note 8 by a sales representative. After subscribing to two phones, I noticed that one of them was not free. Attempting to address this billing discrepancy proved challenging due to unhelpful and rude customer service representatives. Amidst this struggle, a family tragedy occurred, leading to a delay in my payment of approximately $[redacted], resulting in a service suspension. Despite multiple attempts to resolve the issue and reinstate my service upon receiving my next paycheck, the bill unexpectedly escalated to $[redacted] and then to $[redacted]. The ongoing bill increase, lack of assistance regarding the free phone offer, and unresponsive customer service have made it challenging to continue enjoying AT&T's service. I have been tirelessly seeking a resolution for a month, encountering similar complaints online. I hope this message finds someone capable of assisting me with this matter and resolving the billing discrepancies promptly.

I reported a noise issue on my home landline phone on September 11. The problem appeared to be resolved by September 16, so I informed Verizon, the service provider for line repairs, of the fix. Unfortunately, the noise returned the next day, eventually leading to the phone completely failing. Upon reaching out to AT&T for assistance, they were unable to locate my account. Even when attempting to resolve the issue online, I was prompted to call due to my account not being found. After contacting Verizon again, I was advised to reach out to AT&T for a new repair ticket.

I have a situation with my AT&T installation that I need to address. My account number is [redacted]97. Karen Glass had scheduled the installation for Direct TV and Phone on September 14th. When Jason, the installer, came to my house, he couldn't complete the installation because Cox, the current provider, hadn't identified the data line. Jason advised me to contact Cox. After resolving the issue with Cox, I tried to reach out to Jason and his supervisor, Brandon, without success. Despite multiple attempts to schedule a new appointment, there were further delays and miscommunications. I visited the AT&T store and spoke with the manager, Flor Hernandez, who was able to rectify the situation by scheduling a new installation for September 20th. Flor's professionalism and proactive approach restored my faith in AT&T's service. Thank you.

My phone line was rendered unusable for six months, from June to November [redacted], while COX attempted to port my number, [redacted], from AT&T. AT&T disconnected my number after numerous failed setup attempts and no explanation was provided during those six months. After disconnecting my line, AT&T held onto my number, preventing COX from porting it over. I had to reactivate my line in December for COX to proceed with the porting process. Both companies now claim the other did not respond or request the port on December 12, [redacted]. Additionally, I am being charged for reactivating the account for three cycles since December 12, [redacted]. This ongoing issue, which started when AT&T messed up in June [redacted], is affecting my credit. I urgently need this resolved as it is causing significant frustration and disbelief.

After an unproductive conversation with the ATT Robot, I was transferred and had a lengthy discussion with "Junior" from the loyalty department regarding my request to exit ATT services on 8/6/18. Junior assured me of the following: 1) stopping all wireless services retroactively from 8/6/[redacted], 2) adjusting the bill, 3) issuing a $40 credit, and 4) reducing my current $94/mo Direct TV bill to $34.62 for 12 months while maintaining the same programming package. He also mentioned that I could pay the adjusted bill of $[redacted].86 at the ATT store. However, upon visiting the store, they had no record of my call or the bill adjustment. I urge ATT to fulfill the promises made: stopping all wireless services from 8/6/[redacted], adjusting the bill, providing a $40 credit, reducing the Direct TV bill, and sending a confirmation email of the agreement.

I've faced an ongoing issue with AT&T. Despite numerous attempts today, my complaint about being incorrectly put on unified billing due to a failed installation of U-verse remains unresolved. Even the loyalty department allegedly can't access my bill because of the unified billing issue. We've also had two fraudulent insurance claims on the account. Only one chat representative named Bannilou or Van was helpful. When requesting to speak to a loyalty supervisor, I was denied and told they would have to call me back. This lack of cooperation is frustrating. As a 15-year customer, I'm deeply disappointed by AT&T's declining customer service. Unfortunately, I doubt this matter will ever be resolved satisfactorily, and I am uncertain I'll get the chance to address it further.

Hello, in June [redacted], I signed up for internet service with AT&T and received a tablet as part of a promotion. However, I began receiving two separate bills for the internet service and the tablet instead of a combined bill as expected for $50. After contacting AT&T on June 14, [redacted], a representative explained that the bills were not supposed to be separate and combined them. Despite this assurance, I have now received a bill for $[redacted], and it has been sent to a collection agency. I have reached out to AT&T multiple times, and each representative keeps transferring me without resolving the issue. I have recordings of my calls with AT&T where the representative acknowledged the mistake on their end. I am frustrated with the incorrect information provided by AT&T and their lack of resolution. If this matter is not resolved promptly, I will consider escalating it to the FCC or pursuing legal action against AT&T. I am willing to share the call recordings for further evidence.

I am extremely frustrated with your company. Last week, I placed an order for an iPad Pro 12.9. When I called customer service yesterday, I had difficulty understanding the representative due to his poor English. After a lot of back and forth, I was informed that my iPad would arrive tomorrow. However, today I received an email stating that the shipment has been delayed by another month. This level of disorganization is unacceptable. I understand the decision to outsource, but please select employees who can effectively communicate with customers in their language. I have been a loyal customer for over 20 years, but I am considering switching to Verizon for better service. The customer service representative I spoke with blatantly lied to me. While it may not matter to you now, neglecting customer satisfaction will eventually impact your business negatively.

I am reaching out about an issue with a refund that was mistakenly sent to you. My bank has confirmed that the funds are with you and need to be returned. Communication with the corporate office has been unproductive. Thank you. --- Regarding case FL[redacted], I am following up on DIRECTV account #[redacted]1. The account is closed with a small outstanding balance of $17.88. A payment of $[redacted].97 made on 8/30/18 was an error and should be refunded. It was suggested to dispute this with the bank for a full refund, as it is not owed to DIRECTV. The refund process may take up to 35 business days. Thank you, AT&T Office of the President

I was provided with my unlock code and tried swapping my AT&T sim for a T-Mobile one. However, upon restarting the phone, I encountered issues. An error message stating "invalid Sim card. Network locked" appeared followed by one that said "unable to download" even though I didn't try downloading anything. Unfortunately, I couldn't find the place to enter the unlock code. The phone got stuck on a splash screen displaying the message "unfortunately the process com.android.phone has stopped." To address this, I searched on Google and found instructions to access the unlock screen by dialing #[redacted]*[redacted]*# on the keypad. Despite my efforts, the com.android.phone error message kept interrupting, making it challenging to enter the code. I was caught in a cycle where the unlock screen briefly showed up, but the error message quickly took over. This cycle persisted, preventing me from successfully entering the unlock code. Any advice on how to resolve this issue and unlock my phone?

I feel deceived by AT&T's promotional department. I was assured multiple times that switching to a new phone plan would not increase my bill, yet it increased by $25 per month. Even after talking to a supervisor who promised an adjustment, the bill remained the same. The third supervisor justified the increase by saying it's for the phone, but paying over $[redacted] for an iPhone SE that costs $[redacted] seems unfair. I urge AT&T to honor the original agreement made by the promotional supervisor.

I have been a loyal customer for 16 years and recently encountered an issue with the payment arrangement I made using the app. Despite assurances from customer service that my services would not be disconnected due to a delayed check during the holidays, I was still disconnected and charged a reconnect fee. When I requested a credit for this mistake, I was denied and told it was my fault. The service has been poor, and when I asked for compensation, I was shocked by the response stating that services are not guaranteed. I am frustrated with the lack of customer service and feel taken advantage of.

I am hoping to shed light on an ongoing issue that hasn't been resolved by the local store or over the phone. In June, my grandmother, AV, switched to Direct TV but had U-Verse installed instead due to living in an apartment complex. She recently received a bill but faced account access issues like an incorrect PIN, security question, and social security digits. Visits to the local store provided no resolution. Contacting AT&T was not fruitful, and suggestions given didn't solve the problem of mismatched account details. It seems like discrepancies were entered hastily during the U-Verse sign-up, as evidenced by the outdated email linked to the account. This situation needs urgent attention. Thank you.

I recently requested two iPhone 7 upgrades for my existing phone lines from AT&T around June 1, [redacted]. However, instead of upgrading my existing phones, I received two new iPhone 7 devices with different numbers. After contacting AT&T, they instructed me to return the new phones sent to me. I shipped back the original iPhones using the provided return label and the USPS tracking number [redacted][redacted]66. The USPS confirmed the delivery of the package to the AT&T Shipping Agent on June 8, [redacted], at 7:02 AM. Despite the return, I have been charged for the extra lines since June. While AT&T eventually removed the extra lines from my account and initially credited me $[redacted], they later denied this credit stating they did not receive the returned phones. I demand the credit be reinstated as the phones were returned and were never used due to an error on AT&T's part. If this matter is not resolved promptly, I will consider taking my business elsewhere and seeking arbitration. I have extensive records of our communications during this issue. I anticipate your prompt attention to this matter.

My AT&T U-verse TV freezes approximately once every minute, despite a previous attempt by tech services to resolve the issue a few months ago. After a brief improvement, the problem has returned. Paying $[redacted] a month for a service that constantly interrupts my viewing experience is unacceptable. Switching from DirecTV to AT&T U-verse was a decision I regret. The frequency of issues with AT&T surpasses anything I experienced in over twenty years with DirecTV. The lack of U.S.-based customer support makes resolving these problems even more frustrating. If it weren't for AT&T's acquisition of DirecTV, I would have already returned to my previous provider. Given my current experience with AT&T, I doubt DirecTV would remain the reliable service it once was. I am now considering switching to Dish Network. Kennon Hess from Richmond, TX

We have four lines on our account. In March [redacted], I called to upgrade two phones and agreed to a 2-year contract for a new device with full payment on the day of the conversation. The monthly plan charges I received via email indicated no additional fees. However, starting in April, the per line access charge increased from $20 to $40 for two lines. Despite contacting AT&T multiple times and having representatives promise to revert the monthly access fee to $20 per line, it remains at $40. I am frustrated with the disparity between what was promised and what is being charged. As longtime AT&T customers, we plan to add another line to our family plan once the monthly access fees are corrected. I urge you to review the recording of the March call where the representative confirmed no additional charges for paying in full for the device, as I believe this discrepancy should be rectified promptly. Your attention to this matter is appreciated. Thank you.

I received a voicemail from AT&T on Friday, September 28th, informing me of the suspension of my account, even though I had switched carriers in February [redacted] and no longer had an AT&T account. They were still charging my credit card $58 a month for a suspended line. After correcting the Autopay setting and calling customer service, I was able to get seven charges reversed. However, I then received an email stating I owed $[redacted], the amount of the refund. Despite explaining my situation, an agent insisted I ordered the line suspended, not cancelled, and was not entitled to the refund. I disagree as it doesn't make sense to cancel four lines but leave one suspended. I am seeking assistance in resolving this dispute with AT&T. - Eugene Z. from Chandler, AZ

I am extremely dissatisfied with the phones I purchased for myself and my spouse in early September. In just one month, both phones have had issues with their ringer functionality. Despite multiple resets, the problem persists. When I contacted the call center and was directed to the manufacturer, I was informed that I would need to pay for shipping to have the phones checked, leaving us without phones in the meantime. A supervisor at the call center suggested purchasing two new phones upfront, which I find unfair given that we already bought these faulty devices. I am disappointed with the customer service and am considering switching to a different brand and carrier. I will no longer be your customer, and I will not recommend your services to others._REFERENCE: Case Number: ALC-[redacted]

I am looking to speak with a billing specialist based in the US regarding my recent billing issue. Despite calling customer service eight times, I have been connected to representatives in the Philippines, Asia, and the Caribbean who couldn't assist me. The billing statement I received today on 10/03/18, dated 09/20/18 with a due date of 10/12/18, only allows seven days for processing (excluding weekends), which is impractical. I prefer to pay by check and should not face late fees due to insufficient processing time. I would appreciate if a US-based employee could contact me to address this matter. Thank you.

I am frustrated with the way I have been treated by AT&T. Initially, I was promised activation credits due to working for Teleperformance. Despite confirming the zero activation fees twice at their stores, I was still charged $[redacted], and now I'm stuck in a lengthy contract. Moreover, the phones don't work correctly - my grandson's phone has had no internet connection for over a year. When I asked for help, the representatives were dismissive and unhelpful. Additionally, my mobile alerts were randomly disabled, affecting my service and billing. Dealing with numerous billing issues, a faulty tablet replacement process, and unhelpful transfers to Apple instead of resolving tech problems, I feel completely let down by AT&T's service. The constant problems and lack of respect from their representatives are unacceptable. - Rhonda G.