AT&T Customer Service Issues

Today, a $90 payment was made for internet services; however, the payment seems to have been wrongly allocated to phone services. Despite the phone bill being current, the internet service was discontinued. The internet bill is not due until November 5th, but the service was disconnected regardless. This recurring issue of the internet being cut off for $50 every month is frustrating, leaving me with only my TV for entertainment. I intend to seek a new provider due to this poor business practice. It is essential to address this promptly. Kindly ensure I have access to my internet service.

Dear forum members, I had a disappointing experience at the AT&T store in Lancaster, PA on [redacted] Lincoln Hwy E. I visited to purchase a screen protector for my Note 9. The employee suggested I buy 3 with a 20% discount offer. While assisting me, he brought up a promotion at Best Buy where I bought my phone two weeks ago, offering a free TV. He then made an unprofessional comment about buying the TV from me for $5, implying I am making a profit. To add to my frustration, he dropped my phone while trying to put the case back on. This encounter with employee Kendall J. at 5:24 pm on October 20th was the worst customer service I've experienced at this store. Regards, Jon

Good evening. I have been an AT&T customer for 15 years. My phone service has never been disconnected due to late payments. I also use AT&T for my internet, with a wireless router and multiple devices on my plan. Today, when I tried to buy a new phone, I was told my bill was unexpectedly due when I normally pay it on time. I feel like more than just a number as a loyal customer who consistently pays $[redacted]-$[redacted] each month. This experience has made me consider switching to a provider with better service. My loyalty and significant monthly payments seem undervalued. I plan to share my feedback online and in surveys to help others seeking phone service. Thank you.

Hello, I'm Sherri Evans. I hope you can assist me with a situation regarding my canceled AT&T DirecTV service in August. Despite being told not to worry about an additional charge of $56.20 billed the day after I canceled, I paid my final bill of around $[redacted] (including early termination fees) and returned all equipment. However, I later received a bill for $56.20 in October, leading to hours of calls between AT&T and DirecTV. After escalating the issue, a representative assured me the charges were incorrect, but I recently received another bill dated Oct 17 claiming I owe the amount. Despite multiple assurances, today two representatives claimed the charge is valid and threatened collections. As someone who has never missed a payment, I find this situation unacceptable and would appreciate your help.

I have already submitted my complaint to ATT regarding trying to switch back to our landline phone from the mobile phone they provided us. We tried the mobile phone for 15 days but prefer our landline. It has been a challenge for the past 5 days. Our landline number is [redacted], and the passcode is [redacted]. We would like someone fluent in English to contact us, as my husband has had difficulty understanding representatives from other states over the phone. Please call us back at [redacted]. We hope to receive a prompt response from ATT. Thank you for your assistance.

Upon my return from a European trip, my voicemail started malfunctioning. Callers are prompted with various erroneous messages instead of leaving a voicemail. Despite numerous attempts to resolve this over the past six weeks, involving extensive time with customer and technical support, the issue remains unresolved. Resetting the phone and voicemail, along with various account resets, have not rectified the problem. I was informed about a data center issue that supposedly was fixed, but the problem persists. Advanced technical support was meant to contact me, yet no follow-up has occurred after several attempts on my end. This ongoing situation has resulted in missed calls and the inability for callers to leave messages.

My father, at 88 years old, recently switched from Directv to Dishnet due to losing his favorite show or channel. After informing Directv by writing "Cancel my service" on the bill and sending it without payment, he continued to receive bills. Despite his efforts and mine, including a frustrating 57-minute hold and unhelpful customer service, he was unable to cancel without a 4-digit pin he never had. Eventually, after contacting multiple channels like FB messenger and Twitter, a letter was sent explaining how to discontinue the service, which we followed promptly. While understanding the early termination fee, we feel he should not be charged for service unused from July to September, given his repeated attempts to cancel earlier. As the head of a payment processing center, I know the importance of honoring reasonable requests noted on invoices. I urge you to reconsider the excessive billing and kindly request to waive all charges except the early termination fee. Your understanding of his age and the difficult process we faced in cancellation is greatly appreciated.

I have been an AT&T internet customer for years, and I have used either DirecTv or AT&T U-Verse TV during this time. I am currently in the process of switching back to U-Verse TV, and the installation will be completed this week. I have always received messages from AT&T appreciating me as a long-time valued customer. Recently, I saw an advertisement on one of the AT&T sites offering a U-Verse TV and internet bundle for $75 a month for a year. When I inquired about this offer, I was informed that it was only available for new customers. This situation makes me feel like AT&T values new customers more than loyal ones. Considering the $[redacted] penalty for early cancellation, I am contemplating switching to Spectrum Cable, as they offer to buy out contracts up to $[redacted]. While I appreciate being a valued customer, saving money is also essential to me.

I have been experiencing poor service with WfI for the past few months. Despite multiple router changes, the issue persists. Recently, a repairman identified a short in the line coming into our home, but couldn't locate the connection box. After two more attempts to find the box, a contractor will be replacing the line to our house by 11-09. Throughout this ordeal, I have been paying for a service that I have not been receiving. I am requesting a rate reduction and a refund for the past 3 months.

Today, at 3:43 PM, I spoke with one of your agents regarding my bill. In June, I contacted DirecTV due to an increase in their TV service cost. I was informed the promotion I had ended. Consequently, I requested cancellation of the service. The agent offered me a reduced price to retain the service, where I agreed under the condition of a worthwhile deal. The agent assured me a promotion that would lower the costs for my DirecTV, internet, and wireless services under a 12-month plan. I was assured this reduced pricing would reflect on my July bill. However, today I was told the issue couldn't be resolved. Despite several calls about high billing, I decided to cancel all my AT&T services effective 11/1/[redacted]. The situation is frustrating as I remained with AT&T based on the promised pricing. As the agent confirmed the prices, I emphasized not wanting billing problems that I had faced before. The abrupt pricing increase after agreeing to stay as a "loyal" customer disappoints and upsets me. Due to this, I won't return as an AT&T customer due to billing discrepancies.

I would like to share a recent experience my grandmother had with your company. She had a landline through att, and a man unexpectedly came to switch her phone to a wireless home phone without prior notice. After a day, the phone stopped working. When we called, they requested a pin # which she had never set up before. Despite being 71 and not having internet or an email address, customer service suggested texting or emailing a new code. As her granddaughter, I attempted to reset it, but we were informed the only option was to visit a store, which is an hour away. This process is challenging for elderly individuals and not the service standard she should face after being a customer for over 30 years. It would be appreciated if a more accessible solution could be provided to avoid such inconvenience for seniors.

We purchased a new phone from you in August [redacted]. Unfortunately, my phone has not been working for over 10 days. We have spent a total of more than 12 hours on the phone with your customer service, including over 3 hours tonight before being disconnected. We keep getting asked the same questions each time. We spoke to Rose for over 3 hours, Lauren for over 3 hours, and Robert for 4 hours. Our cell phone numbers are [redacted] and [redacted]. Despite having our phones checked multiple times and a new sim card installed on Friday, the issue persists. We have been loyal customers for over 15 years, but the service we are receiving now is not up to the standard we are used to from AT&T. As a temporary solution, my son will be taking us to Costco tomorrow to get new phones and service if we do not hear from you. Please reach out to us on my wife's working phone at [redacted] before noon on October 25, [redacted].

We purchased a new phone in August, but it has not been working for over 10 days. We have spent numerous hours on the phone with customer service, including speaking to Rose for over 5 hours, Lauren for over 2 hours, and Robert for 1 hour. Despite trying various troubleshooting steps, including replacing the SIM card, the phone still does not work. We rely on our phones for medical reasons and are elderly. Since we are not getting proper assistance, we plan to get new phones from Costco tomorrow if the issue is not resolved. We have been loyal AT&T customers for over 20 years and are disappointed with the lack of service. Please contact us before noon on October 25th at [redacted] or [redacted]. Thank you.

I am disappointed with the level of customer service provided by your company, especially considering its size. I signed up online for Go Phone because the website displayed an offer: sign up now, maintain three months of service at $35 per month, and receive a $50 Visa prepaid gift card. I have followed all the steps, including registering with AT&T rewards, and have received confirmation via email and text message about my eligibility for the gift card. However, it's now October 25th, and I have not received the text code within the promised timeframe of 3 to 5 days after completing my third month of service. I need assistance with this matter promptly as per the terms outlined in the promotion.

My U-verse TV has not been working properly for a while now. The DVR is having issues with recording. Sometimes when trying to start a recording, I receive a message saying "TV services not available at this time." Some of the recordings are incomplete. On 9/28/[redacted], an AT&T technician was unable to solve the problem even with assistance. After five to six hours, he provided me with a ticket number (AOT [redacted]30) and mentioned a different department would need to fix it. I was contacted a few days later for some information, but since then, there has been no follow-up from AT&T for about a month. After contacting them today, I was informed that the problem was resolved and the case closed, even though I never received further communication and the issue persists. They scheduled another visit in 2 days. I am frustrated with this situation and I hope to have my service fixed and receive compensation for the inconvenience caused by AT&T.

I recently contacted to set up internet and Uverse services along with my cellular plan. While speaking with a representative named "Katie," she quoted me a monthly rate for a bundle including AT&T Uverse TV U300 with [redacted]+ channels, 2 DVRs, and AT&T Fiber Internet for approximately $80. After receiving a text confirmation, I was promised a $[redacted] VISA card upon installation, which I was looking forward to. I was directed to contact "Heather Casey" to change my billing date but had difficulty getting in touch with her. After numerous attempts, "Heather" eventually explained her absence due to a family matter. Disappointed with the lack of communication, I reached out to ATT Reward Tracker and spoke to various representatives who mentioned changes to the quoted rate and VISA amount. Despite the confusion, I am still waiting for a resolution and clarification, as I feel misled by "Katie's" initial promise. The customer service experience has left a lot to be desired, especially given my long-standing loyalty to the company.

I made a payment for my DirecTV bill on Tuesday, October 23, only to wake up today and find my service suspended. After speaking with multiple representatives who transferred me between DirecTV and AT&T customer service without a solution, I was informed it would take 3-5 days to reinstate my service despite the visible payment. The issue was resolved only after going to the store in Pleasant Prairie, WI and receiving assistance from Dan Belott, who escalated the situation and resolved it. I had to take time off work and endure unhelpful and at times rude customer service. The positive experience with Dan was the only thing that resolved my suspension. Despite being a customer since [redacted], this experience has made me consider switching to another service provider for wireless internet and TV services.

I am a new customer who is disappointed with the service provided. My first bill was overcharged, and despite multiple attempts over a week, I was unable to speak with a real person. After coming back from a trip, I discovered my TV service was disconnected without notice. It has been frustrating to locate customer service numbers and receive no responses. The customer service has been the worst I have ever encountered. I am considering terminating my relationship with the company and switching to a competitor due to the lack of follow-through on the service agreement that led me to switch to ATT. I have been trying for two weeks to have a simple conversation about my account with a real person without success. If this issue is not resolved promptly, I will cancel my service and encourage others to do the same. I have not been impressed with the new service. Thank you for your attention to this matter.

I signed up for service back in July, and spoke with representative Ricardo. He assured me of many things that now seem to be untrue. I bought 4 iPhone 8’s as part of a buy 2 get 2 deal he recommended. Originally, I had planned to get cheaper phones to keep my bill low. However, I have now been informed that I do not qualify for the deal promised due to being a former Cricket customer. As a result, I am facing a $[redacted] monthly bill for all 4 phones. Despite escalating my case and being denied, I am reaching out for assistance. I kindly request that the company honors the original deal or allows me to cancel the contract, return the phones, and switch to a different provider. I cannot afford the high bill due to misinformation. Thank you, Kristie B.

Date: October 26, [redacted] Account Number: [redacted]20 Dear AT&T, I have been a loyal customer for a long time, but I must express my disappointment. Two years ago, I signed up for the Direct TV service bundle due to data overages. After enjoying the promotional period, my bill significantly increased without notice. Despite being bombarded with promotional emails regularly, there was zero communication about my promo ending. After several frustrating calls, Armida Patricia finally addressed my concerns, offered a discount, HBO for a year, and a wireless box. However, upon installation of the box, I learned about newer equipment with more capacity that I was never offered. I also discovered I lack equipment protection, making me ineligible for an upgrade. Confusion over which "unlimited" plan includes HBO added to my frustration. A recent call abruptly ended while discussing equipment differences. Considering the amount I spend, these issues are making me reconsider my loyalty to AT&T. Regards, J.A.