AT&T Customer Service Issues

I recently noticed an international call on my AT&T cell phone bill that I did not make. Despite being a loyal customer and retiree for over 15 years, the customer service team is reluctant to remove the charges. I am disappointed by the way I am being treated and made to feel like I am lying about the call. It is evident that someone accessed my phone to make a call to India. I have decided to reach out to the corporate office for a resolution to this matter. Please get in touch with me regarding your response to this issue and show consideration and respect for my request. Thank you, Linda E.

After upgrading our phones this billing cycle, we noticed an unexpected increase of over $[redacted] on our monthly bill. AT&T charged us two $30 upgrade fees without prior notice, in addition to installments for both our old and new phones. Upon contacting AT&T, they mentioned a credit for the extra installments next month, but I expressed my dissatisfaction about having to pay first. The representative initiated a dispute and refused to credit the upgrade fees due to lack of disclosure by our initial salesperson. Despite being loyal customers who switched from Verizon and always pay promptly, I was disappointed with the lack of assistance. I am questioning whether to continue using AT&T if this is the level of service I should expect.

My spouse and I bought our iPhone X devices in June [redacted] through the Loyalty Department. We received a special offer for two iPhone 8 Plus 256GB devices for free, but had to pay $31.67 per month for each iPhone 8 for 3 months. After the 3 months and the 4th installment, we were supposed to receive a credit for all the payments and have the phones free with no more payments. However, when I contact the loyalty department, I keep speaking with different agents who are unable to assist me. The last agent, who was in the Philippines, even suggested that the offer I mentioned doesn't exist and called me a liar. I want this issue resolved promptly as per the agreement and expect an apology from AT&T. If not, I will consider switching to another provider, considering my long-standing relationship and almost $[redacted] spent with AT&T. The service experience since June [redacted], particularly with the Loyalty Department, has been very frustrating.

I have been a customer since [redacted]. In recent years, I canceled my DirecTV and U-Verse internet services due to unresolved issues. Currently, I have a wireless plan with a personal hotspot, but I have noticed a change in the service this month with capping and throttling after reaching a 10GB limit. Concerned about this shift, I am considering looking for a new wireless and internet service provider once I pay off my installments. My father, who is ill and relies on this service while hospitalized, is also affected. While I have been loyal due to previous positive experiences, a recent call to customer service has left me feeling unappreciated as a long-standing customer. If this is the new norm for existing customers, I may have to explore other options, as the current service limitations are impacting my family's needs.

I have faced ongoing billing issues with my AT&T account since March [redacted] when I signed up for a 2-year contract that included a free iPhone and DirecTV. After being removed from my intended business plan without notice, I encountered repeated overcharges ranging from $[redacted] to $[redacted] each month. Despite numerous calls with customer service and promises of credits, the situation has not improved in over 20 months. The plan changes and overages have escalated my bills, making them inconsistent and unmanageable. I feel frustrated and disregarded by the lack of resolution from AT&T. As my contract nears its end, I am disappointed with the service and considering legal action due to the financial strain caused by these billing discrepancies. I hope AT&T can address these issues promptly and provide clarity on the charges. Thank you for your attention to this matter.

In April, I noticed a charge on my checking account despite updating my payment information to my credit card as requested. Despite assurances that the old info was removed, I was still charged to my checking account, incurring a $34 late fee from my bank. The next day, I paid the $[redacted] charge again with my credit card to prevent further issues. However, it seems they charged my checking account once more, resulting in another $34 insufficient fund fee. When I contacted AT&T, they insisted they only charged my credit card. Yet, the same situation repeated the next month. After discovering my checking account details were still saved, I deleted them. I even contacted the corporate office in Dallas, and after sending my bank statements via fax multiple times, they promised a $[redacted] credit as they couldn't provide an error letter. However, despite my efforts, I received an $80 fee in August and another $9 fee recently. If this isn't resolved promptly, I may need to switch service providers.

Hello, my name is Pietro B., and my account number is [redacted]. I signed up for a new service on August 2nd, entitling me to a promotion worth $1,[redacted] in rewards. However, I have not received any of these rewards as promised. Additionally, I agreed to trade in two brand new cell phones, a Samsung S8 and an LG Stylo 3, as part of the promotion. My bill, which is now $[redacted].37, needs to be adjusted as I should only be paying for one installment instead of three. I currently pay $[redacted] a month for one Unlimited and More service line, along with a $34.99 insurance plan for all three new AT&T wireless smartphones. The promotions were supposed to credit $[redacted] for each new line, totaling $[redacted] in rewards, but I have not received any answers or rewards for them. Despite numerous complaints to customer service and weekly calls for the last two months, my concerns haven't been addressed. I urgently need this issue rectified or I will take legal action for false advertisement. Thank you.

I am looking to upgrade both iPhones on my account. When I visited the store, I was informed that to get the buy one get one free offer, I would need to add another line or switch to DirecTV, which is not possible for me as I have a contract with DISH. I was advised to contact the Loyalty Department, only to receive the same response. I have already paid off my other phones and was hoping to take advantage of the promotion without incurring an additional $60 per month. As a loyal customer of over 30 years, I find it disappointing that I am unable to access this offer. I am considering exploring other service providers this week as many friends and family have mentioned that I may be overpaying. I value the long-standing relationship I have had with your company but feel it is time to reassess my options.

Subject: Urgent Attention Needed: Unsecured Phone Box on DuPont RD, Sebastopol CA Dear AT&T Team, I hope this email finds you well. I wanted to bring to your attention a concerning issue regarding an unsecured phone/maintenance box situated on DuPont RD in Sebastopol CA. Our family, while not directly with AT&T but with Sonic for phone and internet services, noticed that the phone box under AT&T's jurisdiction is left wide open. This could potentially lead to serious damages, impacting the phone service of everyone on our street. Despite our attempts to report this by phone, we faced challenges in conveying the urgency of the situation to the appropriate representatives. Unfortunately, the phone box remains open, posing a risk. I sincerely urge your immediate attention to this matter to prevent any further complications. Your prompt action in securing the phone box and ensuring proper maintenance procedures in the future would be greatly appreciated. Thank you for your time and understanding. I look forward to a swift resolution. Warm regards, Heather

Hello AT&T, I am Jayla. My husband and I signed up with you in June. Since then, our experience has been terrible. We have faced numerous account issues and it has been frustrating to reach a resolution. In July, there was an unauthorized withdrawal of over $[redacted] from our account, causing financial strain and overdraft fees. Despite contacting customer service multiple times, the problem persists. A similar incident occurred recently, further exacerbating our financial difficulties. As a military family, living paycheck to paycheck, these incidents have significantly impacted us. We seek assistance to resolve these issues promptly.

I called yesterday to sign up for internet service and spoke to a representative who quoted me a price of $[redacted] a month for U-verse and TV. I clarified that I only wanted internet, not TV, and proceeded to provide personal information in a secure chatroom environment including phone number, email, SSN, and a 4-digit pin. I was surprised when she ran a credit check. I later discovered that AT&T doesn't serve my address. After several frustrating calls, Mark resolved the issue efficiently (ID#MS172K). I have concerns about the handling of my information and hope there won't be any fraudulent activity. Additionally, it would be helpful if foreign call centers could transfer calls to the US. Mark deserves recognition for his exceptional assistance.

I have a question regarding Directv services. Years ago, when we initially subscribed to Directv, each plan upgrade included all the channels from the plans below it. I have noticed that Hallmark Movies & Mysteries, which was previously included in our plan, is now missing from our current package. It seems to be the only channel from the lower packages that we no longer receive. Could you please consider adding it back to our Ultimate plan? We are used to receiving every channel available below our chosen plan, except for this particular channel. Thank you for your attention to this matter. Best regards, M.N.

I have a question about DirecTV. Years ago, when we first signed up for DirecTV, each plan upgrade category included all the channels from the plans below it. I recently noticed that the basic service no longer includes Hallmark Movies & Mysteries, a channel we used to receive. Could you please add it back to our Ultimate plan? We expect to have access to every channel available below our chosen plan, and this one seems to be missing. Thank you.*God Bless*Marjie N.

It seems that AT&T, referred to as "DEFENDANT" in a Civil Rights case a few years ago, has once again taken control of my telecommunications and internet services. AT&T interfered with my telecommunications upon my release from prison in March [redacted] under NYS Parole supervision. This action, according to NYS, NYS Div. of Parole, and the FBI, may have overstepped legal boundaries since only federal law, specifically the FBI, can authorize wiretapping on a newly released parolee's phone. I am in possession of my 2[redacted] AT&T phone records and consider filing a new Civil Rights Complaint against AT&T and the FBI. I believe AT&T's actions may involve conspiring against civil rights, illegal search & seizure, violations of due process, ADA violations, and other federal and state transgressions. My details, as AT&T is aware, are: Initials J.M.H. [redacted] W. Picacho Ave #11 Las Cruces, N.M. [redacted]

I scheduled internet and television installation for October 6. The technician couldn't access the pole in my neighbor's yard to install the line. I haven't received a call from a manager, so I took the initiative to find out how to access the pole. I arranged access with my neighbor for AT&T to come on either Tuesday or Wednesday. Despite not hearing from a manager, I received a text saying installation will happen today between 1-3, Wednesday, October 10. I seek confirmation for today's line installation and clarification that the inside installation is on Saturday, October 13. Additionally, I would like assurance that in the future, a technician won't need permission to enter the property for repairs, which could cause delays.

On October 3, I engaged in an online chat with an AT&T agent, Venessa H, concerning a cracked screen on my recently purchased Samsung Galaxy Note 9 from the AT&T website. The phone arrived on Sept. 25. I inquired about warranty coverage for a potential repair. Venessa H confirmed the device was under warranty and scheduled an appointment at the AT&T store in Coldwater, MI for me. Upon reaching the store the next day, I relayed the details only to be informed that the repair wouldn't be free. They suggested I reach out to Customer Loyalty for assistance. I contacted Customer Loyalty through the automated system, narrated my experience, and was transferred multiple times. Unfortunately, no one could resolve the issue, and I was directed to leave feedback on the initial agent. The experience left me disappointed and frustrated, causing me to consider switching carriers after years with AT&T due to the lack of a satisfactory resolution.

To the relevant party, I recently noticed an unexpected charge on my credit card. While in Spain, I did not renew my prepaid account for September. Despite my efforts to address the issue through customer support with my mother's help, the problem persists. Another unauthorized charge appeared on my credit card this month, and I am yet to receive a refund for the previous charges. Dealing with this matter while abroad has been quite frustrating. I am requesting a full refund for all unauthorized charges. Despite my previous satisfaction with the prepaid service, this situation has caused me to doubt my trust in ATT. I may have to consider other providers for my wireless needs. My wireless number is [redacted]. I urge you to address this promptly. Thank you, F. D-H.

As new customers, my wife initially set up the account for internet service only. However, we were convinced to add TV as well with the belief it would be a money-saving option. Surprisingly, the cost has gone up from $60 to $[redacted] which seems counterintuitive. When trying to address my concerns with customer service, I was informed of a $[redacted] cancellation fee, and we were not informed of the $99 one-time charge for the TV modem. The response pointing to the contract was not helpful as I assumed the salesperson would have explained these details when we moved. Additionally, the internet modem initially did not work, taking three days to replace, plus we had to return the faulty modem to a store 32 miles away under threat of a $[redacted] charge. Unfortunately, due to a mistake in our plan that we signed for, we are now stuck with a fee as there is no room for recourse with AT&T. It feels one-sided that there's no trial period or support for us to rectify errors without added costs. Overall, all I desire is internet service without these complications.

I contacted ATT on August 14th to arrange a new cell phone for my son. To sum it up, they promised a free phone and unlimited data for our devices for an extra $40 a month. However, after a few weeks, I discovered I was being charged $9 monthly for the supposedly free phone, and our data was limited to 2 gigabytes, leading to overages. I have a recording of the conversation as evidence of the agreement made, but the file was too large to email to ATT. I have been a loyal customer for many years and expect better treatment. I urge ATT to address this issue promptly and fairly. My call was 47 minutes long and ended at 12:11pm on August 14, [redacted], from [redacted]. ATT mentioned they should have a copy of the recording from our conversation. I hope this matter can be resolved to our satisfaction. Thank you, Rosie Johnson-McCormack.

During a recent visit from a door-to-door sales representative named Daniel at my residence on [redacted] Purple Plum Ln, Oviedo, FL [redacted], I was informed that fiber optic internet service was now accessible in my neighborhood. Excited by this, I signed up for the service expecting to receive [redacted] megabits per second speed. However, when the technician came to install the router, I was dismayed to learn that I would only be getting 18 megabits per second. When I voiced my concerns, he explained that fiber optic service was not yet available in my area. Feeling misled, I contacted AT&T immediately and spoke with a customer representative. We agreed to cancel my account without charges due to the misinformation provided by the sales representative. I expressed my interest in fiber optic and requested to be informed when it becomes available. Several weeks later, I started receiving emails claiming I owed nearly $[redacted] to AT&T. Today, on 10/11/[redacted], I called and spoke with a customer service representative named Regina to dispute the charges, but unfortunately, I was abruptly disconnected during our conversation.