AT&T Customer Service Issues

Hello, my name is Maria Vasquez. I have been a customer for 2 years and am very satisfied. I wanted to alert you to a potential scam involving AT&T. I received a call from 1-[redacted] offering a promotion supposedly sponsored by eBay, asking customers to purchase $[redacted] eBay gift cards to pay for advance service and call AT&T's billing department at [redacted] ext.# 1. AT&T would then charge $79.99 a month for 24 months. When I contacted the promotion department, no one knew about it. I believe this may harm your company's reputation and affect other customers. If this promotion is not legitimate, please inform me. Thank you for your attention to this matter. Have a great day,

I am trying to close my wife's AT&T account and settle the bill equitably. My wife faced a mental health crisis, leading to her hospitalization from July 3, [redacted], until late August. Her phone remained inactive from July 3 to October 6. Despite explaining the situation to AT&T and requesting leniency for the unused period, they have refused to show compassion. They insist on the charges being valid, totaling over $[redacted]. I am willing to cover the legitimate usage fees and pay off any outstanding device balances, which I believe is reasonable given the circumstances and her lengthy loyalty as a customer of 18 years.

I am experiencing issues with my phone not charging. I have insurance that covers such incidents, so I contacted the company to have it replaced. Despite being seven months old, they advised me to file a warranty claim instead. I followed their instructions and mailed back my phone in the provided box. However, after weeks passed without any update, I received a letter stating I would be charged for the phone. I contacted them and provided the tracking number to show it was returned promptly. Later, I received the phone back with a note claiming it was damaged, and I was being charged $[redacted] for an old LG G5. I explained the phone was undamaged when sent, except for the charging issue. Despite having insurance, they informed me it doesn't cover damage during shipping. I feel unfairly treated as I followed their process diligently. Daniel H.

I purchased my iPhone at AT&T in Crown Point, Indiana on Broadway, and it has been malfunctioning. I returned it within 20 days, but they claimed they couldn't help. Best Buy also could not assist, despite AT&T's suggestion. Upon returning to AT&T, the store could not resolve the issue. This lack of support for a faulty iPhone 8 within the first 20 days of purchase is disappointing. I have been a long-time customer but will now seek alternatives due to this experience. The staff member at the store provided misleading information, indicating a need for new management. The service does not align with the company's advertised values. I hope to receive a positive response and witness positive changes within the company.

I am experiencing serious issues with my DirecTV billing. I urgently need a response from AT&T regarding this matter. You can reach me at [redacted]. My DirecTV account number is [redacted]. The email linked to my account is [redacted] or [redacted] I insist on a prompt reply as I plan to send a formal complaint letter to the President's office by the week of October 29. My bill due date is November 4, three months after my initial request for a paper bill. Despite faithfully paying $[redacted].00 in September, my rates keep increasing, and services are not functioning correctly. I demand accountability until I receive a response from the President's office. Please contact me via email as my current service is unreliable. Sincerely, R. Russak.

Since July 27, I have been experiencing international billing issues. I had the International Day Pass for a trip to Canada ($10 per day) and was meant to switch to the International Passport plan ($60 per month) on August 3 due to relocating to Malaysia with my wife. Despite calling AT&T International on September 1 to adjust the international billing and pay off my iPhone ([redacted]) for an unlock code, I still noticed a $[redacted].99 balance on my August-September bill related to the phone installment plan. Subsequent calls in October failed to resolve the issue, with multiple disconnections during conversations with different operators. While my September-October bill seemed accurate, I am requesting the reversal of 2 late charges of $5.75 each and the correct marking of the $[redacted].99 installment plan balance as paid during my September call (reference: CM[redacted]1_[redacted]55). If these adjustments are made, my last bill of $[redacted].75 should decrease to $[redacted].26, which would not only represent the corrections and previous payments but also indicate the closure of my account in good standing. I prefer email communication due to phone call reception issues: [redacted] Thank you for addressing these concerns promptly.

DirecTV, a once great company, had to merge with ATT, leaving customers frustrated. The ongoing issue with closed captioning not working correctly persists despite increasing billing costs. The rant about the company investing in unnecessary advertising while neglecting service improvements continues. Frustration is expressed with the lack of response to polite feedback over the years. Contact information provided for further action. Regards, Ms. Rohat

Regarding account #[redacted]-[redacted]-[redacted]-[redacted], the account holder, Randy O'Guin, has passed away, and the service was disconnected after his death on May 17, [redacted]. Attached is a copy of the death certificate. The account is under my mother's name, but the outstanding charges are the responsibility of the account holder's wife, Kim O'Guin. My mother, who is on a fixed income, cannot pay this bill. We have tried to address this matter at a local AT&T branch but have not found a solution. Please reach out to me at [redacted] or [redacted] to resolve this promptly.

Dear Customer Service Team, I have been a loyal customer of AT&T for over 10 years, consistently paying $[redacted] per month on time. Recently, I discovered that my plan had expired without my knowledge, and I was charged $[redacted] in July instead of the usual $[redacted]. Despite reaching out in August to address this issue, I was told a new plan would be implemented which never happened. Subsequent calls in September and October also did not resolve the problem, leading me to cancel two lines in frustration. After numerous attempts and promises from various representatives, I finally got in touch with AT&T in the Philippines who made adjustments to one of my lines to revert to the previous rate. However, I am still concerned about outstanding charges and the lack of follow-through on promises made. Despite a recent bill and outstanding balance of $1,[redacted], I am hopeful that the adjustments will be completed as promised. The reference number for this request is [redacted]. Thank you for your attention to this matter. Sincerely, Mike Petry

I have spent an hour and a half on the phone with your team, getting transferred repeatedly. This has happened during my last five payments to your company. On a few occasions, I had to call twice about being charged for insulation that I installed myself. Now I am dealing with overcharges on my account. I am considering getting a lawyer to review all of this because I can't imagine how many others are being overcharged and choose not to deal with the long wait times and transfers like I have. I want to keep my AT&T services but I wish to cancel my DirecTV subscription as it has become too much to manage. Please respond to this message and contact me about this matter.

My account was erroneously cancelled by AT&T, leading to a frustrating 2.5 hours on the phone trying to resolve the issue. Despite promises of 3 months' credit and a $30 adjustment for a billing error, I have only received a regular bill. I was also assured a visa gift card for the inconvenience. I am dissatisfied with the unmet promises and the inefficient customer service. I expect my account to be properly credited as agreed. Thank you for addressing this promptly.

I'm an AT&T wireless, DirecTV, and high-speed internet customer with a monthly bill of approximately $[redacted]. I've been experiencing an ongoing issue with DirecTV where my Genie DVR deletes recorded programs from the list, requiring me to unplug and restart it daily to restore the full list. Despite contacting DirecTV support, they have mentioned that this issue is known and being addressed but without a definite fix timeline. As a result, I'm considering switching to reliable alternatives like ROKU and Amazon streaming services for better service. Would this be a wise decision for me to ensure good service quality?

Dear Customer Service Team, I am writing to share my recent experience with attempting to upgrade my phones. On 10/30/[redacted], I contacted your customer service and encountered some confusion regarding upgrading my phones under a Buy One, Get One promotion for Samsung Note 9 devices. Despite having two lines without a contract, I was informed I needed to add new lines. I proceeded with the order, but upon reviewing my account on 11/01/[redacted], I noticed unexpected charges of $[redacted].00 and $70.00, in contrast to the agreed-upon one-time charge of $[redacted].00. Following unsuccessful attempts to resolve the issue over the phone, I was left frustrated and seeking assistance. I was pleased with the service I received when inquiring about the charges and upgrades, but ultimately, the problem persists. I am requesting clarification on the charges and adjustments to reflect the agreed terms for the phones. I also wish to address a $90.00 overage charge and the removal of two temporary lines from my bill ([redacted] and [redacted]). I trust that these matters can be resolved promptly and appreciate your attention to this issue. Thank you for your help. Sincerely, Q. Johnson

I have been with AT&T since [redacted], except for a brief period due to roaming charges by a small company they later acquired. I initially had 7 phones on my account. In July [redacted], I was double billed for my mobile phone bill ending in [redacted], with charges on July 2nd and 19th. Despite numerous calls, AT&T insisted it was a valid charge. American Express confirmed the double billing. In October, AT&T acknowledged the error and credited my Amex, only to rebill me the same amount later, causing a late payment. After being transferred multiple times, a male representative claimed the charge was legitimate. Jasmine, the previous rep, was incredibly rude. As a retired accountant, I am certain of the error. Despite promises to resolve the issue, no action has been taken. AT&T's handling of this situation is disappointing, and I have sought legal advice. I demand a refund of $[redacted].05 and to prevent any further wrongful charges.

Subject: Discrepancy Regarding Returned Phone Dear Customer Service, I, Ilya Lakhter, have been an AT&T client for several years and my account number is [redacted]55, with telephone number [redacted]. I received a bill for $[redacted].01, with $[redacted] charged for an allegedly unreturned phone. I returned the device via USPS on June 22. After a text notifying me of non-receipt in July, a call reassured me it was found. The recent bill prompted a call to AT&T, where I was told the device had not been located, demanding $[redacted].01, including $[redacted]. This discrepancy is concerning given past successful returns without issue. I request an investigation to avoid paying for a device I returned in good faith. Sincerely, Ilya Lakhter

Dear AT&T, I have been a loyal customer for over 20 years, but I am considering leaving due to persistent issues with dropped calls and poor signal strength at my home. Despite receiving a signal booster, the problem has not improved. I recently changed internet services temporarily and faced difficulties with my AT&T service. I'm reluctant to switch providers as I also have Direct TV, which I appreciate. I am willing to cooperate by allowing AT&T to install a tower on my property. I reside in Killen, AL (area code: [redacted]) and wonder if there have been any tower relocations or changes affecting my service. Please assist me in resolving these issues so I can continue using AT&T. Your support has been crucial to me, especially during my time in Iraq. Thank you for your help. Regards, Paul H. Mullis II

During our trip to the Northwest, spending six days in British Columbia, my husband and I encountered unexpected overage charges when we entered Canada. To avoid further inconvenience during our vacation, I added the daily international pass for both our phones. However, upon receiving my latest bill, I was shocked to see a total of $[redacted] in charges. This situation has left me frustrated as I believe the cost for six days and two phones should not exceed $[redacted]. I contacted two agents on Thursday, October 4, and want to clarify that our iPad was on airplane mode throughout our stay in Canada. I appreciate your prompt response to this matter. Thank you. - K. Pecora

Around a year ago, I contacted customer service to cancel service on my tablet. When I recently called for assistance with a credit issue related to this, I faced multiple challenges. Initially, I was disconnected prior to reaching a resolution. Then, I was informed that as there was no record of the previous conversation on my account, they were unable to assist me. Upon requesting to speak with a supervisor, I was left on hold for 10-15 minutes, only to be disconnected after being taken off hold. I have been consistently making monthly payments for new phones and unfortunately did not carefully review my bill during this time due to personal difficulties. Upon examining my paperless statements, I would have identified the oversight. Since there has been no recent activity on the account, it should be evident that my claims are truthful. It appears that there was an error on AT&T's end where the cancellation was not documented, resulting in charges that I am now expected to cover. As a devoted AT&T customer for approximately 25 years, I am hopeful that this matter can be investigated and promptly resolved.

I was overcharged $[redacted] in my bank statement due to my automatic payment. Despite my $68.35 monthly bill set for the past 5 years, my account got suspended. I spent a total of 2 hours on the phone with multiple reps, like Joy B. and Manager Michelle C., who provided inconsistent information. The customer service from AT&T has been disappointing, leading me to consider escalating the issue to the BBB, sharing my experience on Yelp and Facebook, and even seeking legal advice.

I have been a loyal customer of AT&T for over 20 years. We have paid over $15,[redacted] in bills during this time. I encountered issues trying to update my bank account information for ACH payments. Additionally, when adding a new line for my fiancé's iPhone X, we were not informed about the buy one get one promotion. As a platinum member, we did not receive the expected discount on accessories, despite your website indicating so. Even though we have stayed with your internet service despite slow speeds of 3mbps, paying $30 as part of our bundle, we feel undervalued. With direct TV and 5 lines, our loyalty doesn't seem appreciated. As a customer service professional, I understand the importance of keeping customers satisfied, which seems lacking in this situation. I wish to provide feedback and seek assistance but find it frustrating not being able to email AT&T directly through your website. - DM