AT&T Customer Service Issues

Subject: Billing Issue and Customer Service Complaint Dear Customer Service Team, I am writing to address a concerning matter regarding my recent interaction with AT&T. On September 1, [redacted], during a call to inquire about adding an additional TV to my DIRECTV account [redacted], I was presented with an offer by an AT&T sales representative. Despite expressing my satisfaction with my current provider, T-Mobile, the representative persuaded me to switch based on certain promises. After agreeing to the offer, I received my first bill of $[redacted].94 on October 8, which was significantly higher than expected. Subsequent conversations with your loyalty department revealed discrepancies in the promised deal. I have been waiting for a call back from a supervisor, but to date, no one has reached out to address this issue. As a long-time loyal customer of DIRECTV, I am disappointed by the lack of follow-through and transparency in this matter. If this is not resolved by October 19, I will have no choice but to switch back to T-Mobile and escalate my concerns to the FCC and BBB. I trust that this issue will be promptly addressed by a competent and empowered representative to restore my faith in AT&T's customer service. Sincerely, J.S. & J.S.

My business account under Dennis Bingham dba The Plumbing Company, with phone number [redacted], was recently cancelled for non-payment during extreme circumstances. Our home was struck by lightning, causing damage and leading to late payment on the bill, which was received electronically. Despite paying the overdue amount on October 8th and contacting customer service multiple times, the account has not been reinstated yet. I am eager to have the phone service restored promptly, as the initial setup process was quick and seamless.

My home phone number that I use for my doctors has been unexpectedly changed after I was assured it wouldn't be. This number has been crucial to me as I battle incurable cancer and have had it for many years. I am devastated to find the dial tone gone. A recent traumatic experience with a technician from Frank Gay Services has left me feeling vulnerable and anxious. Despite my distress, I was met with insensitivity and dismissed when trying to address the phone issue with the company. The situation has been reported to the authorities, and I feel overwhelmed. I refuse to allow AT&T to subject me to more distress. I am currently unable to handle this situation on my own and feel abandoned in this difficult time.

I had an exceptional customer service encounter with one of your representatives, Tamara Hogan, at your call center in Lubbock, Texas. I recently arrived in Dekalb, Illinois from New Zealand and needed to make both international and national calls to continue operating my business. Tamara was incredibly patient during our call, addressing various troubleshooting areas until she successfully helped me achieve the phone service I required. Despite challenges locating my account number, she remained composed and showed genuine concern for my situation. It's worth noting that Tamara's dedication made this the best customer service experience I've had. I hope you can relay my gratitude to her manager(s) and let Tamara know how much I valued her assistance today. Best regards, Megan Rosene Director of Straight Up Consulting Limited www.straightupnz.com

I recently experienced issues with a faulty microcell that was replaced. Despite returning the item to an AT&T facility and confirming the delivery, customer loyalty claims no record of it and I have spent hours trying to resolve this. After being assured of a credit, I now received a termination email. The inconsistency in customer service and procedures is pushing me to consider leaving after 21 years as a wireless customer. The unresolved credit issue and lack of ownership in problem-solving are frustrating. I hope for a resolution and a return to satisfactory service. My phone number is [redacted] if you could reach out to discuss this matter further. Thank you.

On September 10, [redacted], I contacted Direct TV to move our service to a new address. While speaking with Reva from Direct TV, she mentioned a free upgrade, complimentary moving service, and a discounted rate if we renewed our contract for two more years. The agreed-upon price was $35 for the first year and $76.98 for the second year. However, when we received the bill, the charges were $72.99 for the package and $38.99 for equipment, not what we had discussed. Andy informed me that there was no record of our previous conversation in the system. Reference #[redacted]72. We now have other TV options and are considering canceling our Direct TV service due to this discrepancy. Although the service was transferred to our new home, the address was not updated, and local news stations were not changed until I requested the adjustment. It was assumed that changing my service address would be understood if I requested a move. I seek a resolution for this matter.

Dear AT&T Cellular, I recently switched carriers, but my son's Apple Watch was still active on AT&T. Despite multiple attempts to terminate the services, I kept receiving bills with backdated charges. Each time I contacted customer service, I was assured that everything was canceled, but the bills kept coming. Even after visiting a local AT&T store, the issue was not resolved until I discovered that the watch was still active and had to request termination again. It's frustrating that despite my efforts to stop the service and the lack of activity on the watch since May, I continued to receive bills. Hopefully, this message reaches the right department to address this ongoing problem. Best regards, Cheryl Jobe

I have already contacted your company. I'm trying to reach the executive office of the company. Can you provide me with the contact number for Randall L. Stevenson again? This is crucial for my well-being. I'm in need of urgent spinal surgery and I've had no luck reaching anyone. I urgently need assistance. I have experienced a distressing situation while waiting for the state's attorney's decision. Thank you.

As of June 26, [redacted], our account (formerly Warner Brothers) transitioned to an AT&T employee account. We applied for the employee discount expecting a 50% reduction, along with additional discounts for having 5 phone lines. However, after the process, we lost the Warner Bros. discount, and our bill has been increasing instead of decreasing. Despite contacting support via phone and chat multiple times, the issue remains unresolved as no one seems to grasp the intricacies of the employee discounts. I have documentation from the website showing our charges should be $[redacted] plus taxes, yet the recent bill indicates $[redacted]. I've kept records of conversations through text and calls but haven't found a solution yet.

I have contacted AT&T over 10 times today since 9:30 AM and have not been able to speak to a supervisor. I was promised a call back at 11:30 AM, but I did not receive one. I am confused about why I am being charged $[redacted].60 for my DirecTV bill when I was under the impression it would be $53.99 with a $19.95 activation fee, and I was supposed to receive a $[redacted] Visa reward card. I explicitly mentioned that I did not want a bill over $[redacted] when I signed up. The installation fee was never properly explained to me, except for the $53.99 monthly charge and the $19.95 activation fee. I agreed to an $8 insurance charge, thinking it was a good deal, but now my account is set up incorrectly. The lengthy wait times on hold and lack of assistance have been frustrating, leading me to reconsider my decision to switch to AT&T for internet services. My experience has been disappointing and I feel misled.

My husband and I have been loyal customers of AT&T for many years. During my trip to Canada in late August, I was shocked by the bill I received in September. I immediately contacted AT&T and spoke with four different departments before reaching customer loyalty. After discussing my situation, I agreed to increase my service plan and add DirecTV Now. I was assured that my bill would be adjusted accordingly, but I was surprised to find past due charges on my latest bill that were not corrected as promised. I am requesting that the August travel charges be removed from the bill as agreed, and that my current paid status be accurately reflected. Considering we are on autopay, I believe we should be up to date with payments. Additionally, I would appreciate clarification on my new cell plan to ensure I understand the rates and avoid any potential overages. Thank you, Katherine D.

In August [redacted], I became an AT&T customer and took advantage of the Buy One Get One offer for the iPhone 6S by purchasing 4 phones but only being billed for 2. For over a year, from August [redacted] to December [redacted], I received a $50 credit each month for the free iPhones. However, in January [redacted], the credit stopped, and my bill increased by $50. Despite having active phones and adding my parents and two iPads to the plan, I have been unsuccessful in having the credit reinstated or receiving the missed credit when I called monthly since then. Despite numerous calls and being promised resolutions within two billing cycles, I have not seen any progress or spoken to a supervisor, even after requesting since July. It has taken over 10 hours on the phone with AT&T to address this issue. I believe a simple adjustment can rectify my account and issue me the $[redacted] credit owed since February [redacted] when the "free" phones should be paid off. Until today, October 17, [redacted], I am still waiting for the credit. I can be reached at [redacted] if needed. Your prompt attention to this matter is greatly appreciated as I plan to escalate this to the Better Business Bureau due to this unacceptable customer service experience.

For some reason, I am confused about my deductible being $[redacted] for a cracked screen when I was told it should only be $49 with my insurance. I have been dealing with Asurion for two days now, and I am uncertain if my claim has been resolved. I was informed that I would receive a phone within the next day or two, but nowhere was it mentioned that the deductible would be $[redacted]. I believe that as long as the issue is resolved, it shouldn't matter where I live, and the repair should only cost $49. It also seems unclear whether my plan includes a 9-gig phone, as I was told twice, or if it involves the two phones I currently have. The inconsistent answers I am receiving are making me question the legitimacy of this situation.

For the past month, I've been facing ongoing issues with my Directv service. I've been experiencing freezing, loss of wire connection, and difficulty connecting to the server. Tonight, the service was lost again with error code [redacted] displaying - indicating a dish communication problem. A technician visited earlier this week and replaced barrels on two of my four television sets, but the issue persisted, leading me to cancel a service call and schedule another technician for tomorrow. Additionally, I've been unable to stream Directv shows from the app on my iPhone since canceling my internet service. Despite contacting tech support multiple times, no resolution has been provided. I've been a loyal AT&T customer since [redacted] and a Directv subscriber since [redacted]. While credits to my account are offered, what I truly need is a prompt resolution to my issues, or I will escalate them to the BBB. Your attention to this matter is greatly appreciated. - Shirley F.

I purchased a smartphone and a $65 service card. After activating the phone and applying the card, I noticed it didn't include hotspot ability, which I needed. When I switched to the $50 plan hoping it would carry over, my phone stopped working for 2 days. Despite frustrating calls to customer service, I finally received the correct help. Even though the representative was kind, I'm unhappy with their superiors. They are now saying I must buy another $50 card as switching plans voided the $65 card. I don't understand why I can't transfer the remaining value to the new plan I now need. I paid $65 and expect the service I'm entitled to. I am willing to forgo the $15 difference just to have my phone working promptly, critical for my job. Please resolve this promptly as it has been two days without a working phone. I feel misled and would appreciate a swift resolution to switch to the $50 plan without losing the value from my initial purchase. Clarifying changes affecting existing balances would also be beneficial for customers.

My mother's internet and phone service is currently down. I contacted the service provider last night, and they scheduled an appointment for Friday afternoon, which is not suitable as my mother's security system and medical alert system rely on the phone line. Despite this, they did not seem to prioritize the issue. Recently, AT&T serviced her house on Saturday, and this will be the fifth time a technician will need to visit. Unfortunately, the Friday appointment does not fit our schedule as my 82-year-old mother with cancer requires someone present during the service. Due to my unavailability on Friday, they rescheduled for Saturday. As this is an ongoing issue related to AT&T's service, I am frustrated and considering switching to Comcast if the problem is not resolved promptly.

I am writing on behalf of my father, Glen Seymour, who is 83 years old. My name is Patrice Seymour, and I am his caregiver. Recently, following my mother's passing, I had to step in to manage their AT&T home and cell phone accounts, which they have had for about 15 years. Unfortunately, my father, who is not familiar with bill payments, was only given a cell phone plan with [redacted] minutes. Despite there being unlimited options available, AT&T continued to charge him $[redacted].00 for the past few months. When I raised this issue with a supervisor, they were unhelpful and refused to credit any amount on the bill, despite my father being a loyal customer for so long. I decided to cancel the home service but upgraded my father's cell phone to an unlimited plan. I am disappointed by the way they have taken advantage of a senior citizen in this situation.

Hello, I am Teresa Chase, a long-time AT&T customer. I encountered numerous issues with my internet service after relocating to a townhouse. The connection was unreliable, requiring frequent reboots and long wait times to restore. Despite requesting new equipment, the problems persisted, hinting at underlying wiring or connection issues. I was dismayed to learn that any necessary repairs would be at my expense, a financial burden I couldn't bear as a single lady. Transitioning to Direct TV, I was promised flexibility to cancel during a trial period, which turned out untrue as I was locked into a lengthy contract. Promptly after facing recurring service interruptions with Direct TV, I decided to terminate my subscription and switched to a more affordable provider. Although offered discounts and assistance only upon cancellation, I find it unjust to be charged a $[redacted] termination fee for a lapse in service and have returned all equipment as per instructions received via email. I am seeking clarification and resolution for these matters promptly.

Dear Forum Members, I had a concerning encounter with an AT&T van on 10-17-[redacted] around 10:00 am in Spartanburg, SC. Near New Cut Rd, the van did not adhere to traffic signs indicating a one-lane bridge and yield to oncoming traffic. This nearly resulted in a collision, and I was only able to avoid it due to having a little room in my full-size pickup. Unfortunately, I couldn't capture the truck number in the commotion. Additionally, I'd like to report a sinking manhole on Hayne St in Spartanburg, SC, approximately [redacted] feet west of the I-26 overpass in the westbound lane. Your attention to these safety concerns would be greatly appreciated. Thank you.

I am Daisy C. I purchased two iPhone 8 Plus devices in April during a buy one get one free promotion. I was informed the discount would reflect on my bill after approximately two billing cycles, but it has not appeared yet. In September, I visited the Myerland AT&T store, spoke with the manager, and was told they were looking into it. However, I have not received any follow-up. Despite leaving messages at the store, I have not received any responses regarding this issue. As a long-time customer, I am eager to resolve this matter. Please assist me. You can reach me at [redacted].