AT&T Customer Service Issues

I am frustrated with AT&T's customer service. I have been trying to resolve a billing issue with my account for the past two months. After upgrading my iPhone 7+ to an iPhone X in September, I followed the instructions to return the old device via USPS on September 26, [redacted]. Despite having a tracking number, AT&T has not received my phone after 8 weeks. USPS confirmed acceptance of the item on 9/26/18 but is unable to locate it. Both USPS and AT&T advised each other to investigate. However, AT&T insists on charging me for the unreturned phone until it is found. I cannot afford the $[redacted] charge for a device I returned as per their instructions. Despite being a customer for over 10 years, the lack of resolution and understanding by supervisors has been disappointing. The threat of a suspended phone line due to this additional charge is unfair. I am considering switching to Verizon due to this frustrating experience.

I've had my AT&T email address for 7 years, and suddenly it's not accepting my password. I've tried the security questions, but they're too vague, and I can't recall what I set up 7 years ago. When I request a password reset code, it's sent to the email I can't access. I contacted AT&T twice, but they kept focusing on my phone and internet services instead of helping with my email issue. I only need to access my email account - [redacted] Ideally, I'd like the reset code sent to either my Gmail account or my mother's AT&T account, [redacted] My important emails are all on that account, so it's crucial that I regain access.

I am having issues with a phone line on my account. In August [redacted], I purchased two new phones and transferred my husband's number from Verizon. Initially, a temporary number was given until the transfer was complete. However, in November [redacted], when I visited the store to discuss my bill, I discovered that the temporary number was never deactivated. All charges, including the installment, have been accruing since August [redacted]. I was informed that the temporary number cannot be cancelled without affecting the installment. I am seeking a refund for the charges related to the temporary number and request that it be removed from my account or placed on a dormant status. Despite speaking with multiple representatives, the issue remains unresolved.

I am writing on behalf of Rudolph Rott, my father. I have been trying diligently to update his landline phone service address and billing address following his recent move to a different section of his senior living facility after a hospital and rehab stay. Despite numerous attempts over several days, the service has not been transferred to his new apartment as he is currently being billed for a vacant unit with no active service. Having made unsuccessful phone calls, I visited an AT&T store and then an AT&T corporate store with all the necessary power of attorney documents. They advised me to fax the documents to [redacted]. Unfortunately, when attempting to fax, the number was reported as out of service. While I understand the need for proof of authorization, I am now at a loss without a functioning fax number to provide the required documents confirming my role as Rudolph Rott's personal representative and Co-Trustee of his assets. I urge you to reach out to me promptly at [redacted] or [redacted] to assist in resolving this matter promptly. Thank you for your attention to this urgent issue.

I am reaching out for help on behalf of a friend, a Belize resident in his 70s who is unable to access his AT&T email/Yahoo account, which is essential for connecting with his family. Despite having the same account and password for 35 years, he is now locked out, and attempts to reset the password result in emails being sent to the inaccessible account. We are stuck without the ability to reach any online chat support and cannot proceed with the "reset password" function due to the email issue. Requesting assistance in providing a new login id and password for Mr. D. Wallis, with login id [redacted], to regain access and update his account information. Thank you for your help.

My name is Sherita M. and my account number is [redacted]71. I placed an order on 11/23/18 and later called back to make a change. I spoke with an agent named Jessica who informed me that the order couldn't be altered but I could exchange the phone at an AT&T store without incurring a restocking fee as long as the box was unopened. Upon receiving the order on 11/29/18, I contacted my local store and another agent named Nathalia, who confirmed I had 14 days to make the exchange. However, upon visiting the store, I was surprised to be told about the restocking fee even if the box remained closed. After a lengthy call with customer service that didn't yield clear answers, I sought to file a complaint and encountered challenges in getting assistance promptly. As a long-time AT&T customer, I find the situation disheartening and question the company's customer service standards. I value transparency and efficient problem-solving as a customer.

I recently ordered an Apple Watch with a silver band, but it arrived with a white band instead. I was initially told I couldn't make a down payment, only to find out later that I could have. Despite attempting to cancel the order within 2 hours with multiple customer service agents, the watch was still shipped to me. Now, I have to decide whether to return it by mail, which will take time, or make a one-hour trip to a store to exchange it for the correct one. I hope that the store will have the watch I originally ordered in stock; otherwise, I may face further delays in receiving it. This entire experience has been quite frustrating, and I believe some form of compensation, like a credit to my account, is warranted to cover my travel expenses and the inconvenience caused by these errors.

I have been a member of Cellular One/ATT for over 30 years. Throughout this time, loyal customers like myself have never received any rewards or appreciation for our continued business. While I understand the importance of attracting new members, it would be great to see some discounts or deals on new cell phones for long-standing customers. After all, I have essentially renewed my commitment to your company for the past three decades. A little appreciation in the form of a good deal on a new phone would go a long way. Just wanted to share this suggestion. Thank you for your time, and Happy Holidays!

Last Sunday, we placed an order for an iPhone XS Max in Gold with 256GB. Unfortunately, the same-day delivery did not happen as expected. After canceling the order, we discovered that the phone was incorrectly marked as upgraded in the store and customer service systems. Despite our efforts, we have faced difficulties in resolving this issue promptly. We have encountered unhelpful and unresponsive individuals both over the phone and in-store. We are frustrated by the lack of assistance and are considering canceling our service. We urgently require the upgrade reversal to be processed today so we can proceed with receiving the new phone.

I've had two issues this year with AT&T. The first time, I encountered price discrepancies and filed a complaint with the FCC. I spoke with Lisa Lister who explained that call center staff may give misleading information. She credited me $[redacted] for the trouble. Recently, I visited a local store with my family to replace two phones. The salesperson mentioned a B1G1 sale and a military discount of 25% off the $80 plan. I clarified costs and potential fees multiple times before making the purchase. After buying the phones, I discovered discrepancies in the discounts and charges. My bill was expected to increase significantly, contrary to what I was told. Despite seeking assistance, I received conflicting information and poor customer service. AT&T's deceptive practices and lack of transparency have left me frustrated and still unsure of my final bill amount.

We are in the process of canceling our DirecTV and internet services while still keeping our AT&T landline and wireless. After being informed that we supposedly signed a two-year contract last year, we questioned the validity of the signature provided without any clear indication of who it belongs to. As long-time customers of Bell South/AT&T for more than 40 years, we encountered unhelpful customer service representatives. One representative suggested a website to challenge the cancellation fee but then transferred us to a supervisor with a dismissive attitude. Despite requesting to escalate the matter further, the supervisor claimed to be the highest authority. The threat of a collection agency if we didn't pay the cancellation fee was highly unprofessional. We strongly believe that the imposition of this fee is unjust and should be waived.

We subscribed to AT&T U-Verse service in March [redacted] for TV and Internet under account number #[redacted]08. Since early October [redacted], our TV service has been experiencing issues. When we turn on the TV with the remote, we hear the "On" tone, but initially, the screen displays no picture. After about 10 seconds, a fuzzy picture appears, accompanied by loud static, which changes after another 10 seconds. Finally, the TV functions correctly. We have contacted AT&T customer service six times in the past 7 weeks regarding this problem. Despite their attempts to correct a "minor sync" issue through service resets, the problem persists, even after receiving a new receiver in mid-October. The recent worsening of the issue led to repeated "On" tones before a picture appears. Following another unsuccessful attempt to resolve the issue on December 1, we were credited for ten days of service. Although AT&T technicians have made efforts to fix it, the problem resurfaces shortly after. We are frustrated with the ongoing problem and expect a resolution without incurring additional costs. If AT&T cannot address the issue promptly, we request the cancellation of our U-Verse service and we are considering filing a complaint with the North Carolina State Consumer Protection office. Thank you.

I canceled my AT&T Internet service on July 19, [redacted], and was owed a credit of $25.33. Despite requesting a refund to my credit card in July and emphasizing my preference against receiving a check, I have yet to receive the reimbursement. I am dissatisfied with this delay, which has persisted until December. I am currently out of the country and would prefer the refund to be transferred electronically to my US checking account instead. I am willing to provide all necessary bank information for this transaction. Thank you.

I recently switched from Comcast to AT&T for internet service. During sign-up, the sales associate assisted me with a self-installation. However, the self-install did not work, and after contacting customer support, it was determined that a technician needs to check my line. This has left me without internet until Wednesday, impacting my ability to work from home. I am disappointed with the service experience. I wonder if the sales associate misjudged the service available at my address or if there was an issue with the equipment sent by AT&T. This delay is frustrating, and waiting two days for a technician is not ideal.

I signed up for bundled services with AT&T in September [redacted] after moving to Roanoke, VA. However, I faced issues with my Samsung S7 not receiving calls and having trouble making outgoing calls at my new home. Despite multiple visits to the AT&T store and calls to Customer Care, the problem persisted even though I was in a good coverage zone. I eventually switched to a Samsung J7 but encountered the same issues. After canceling the service due to the ongoing problems, a bill of $[redacted].77 was charged to my credit card, ending in [redacted], without authorization. Following a call to Customer Service on November 7, I was assured the bill would be waived, and I returned the Samsung J7. Despite this, a new bill dated November 30 amounting to $[redacted].52 was charged, including $[redacted].99 for the phone I had returned. Despite multiple attempts to resolve the issue over the phone and in-store, I have been unable to get a satisfactory resolution and request urgent attention to settle this matter.

Since November 25th, I have been frustrated dealing with Direct TV agents regarding my inability to schedule recordings for future NFL games. After being provided with a customer service number, R21-[redacted]82, I encountered various tech agents with conflicting answers and extensive hold times. One agent mentioned scheduling two weeks in advance on DTV and four weeks with the app, yet I can only schedule a week ahead. A phone chat with Christian was unhelpful, lasting 40 minutes with no resolution. Talking to Collin on November 29th did not improve the situation, as she misunderstood my issue. Today, Anna clarified that if a program is not in the guide or search, I cannot schedule a recording. This simple explanation was lacking throughout my frustrating experience. I am disappointed in the support quality and NFL package options provided. Clarifications are needed, and I had to search online to find the email contact, which was inconvenient.

I signed up for bundled services with AT&T in September **** when I moved to Roanoke, VA. Unfortunately, I had issues receiving calls on my Samsung S* at my new home and could only make outgoing calls sporadically. Despite multiple visits to the AT&T store and calls to Customer Care, the problem persisted. I eventually switched to a new Samsung J* with the same result. After cancelling my service with AT&T due to the ongoing issues, I was billed $***.** for service from September ** to October **, despite not being able to use my phone. I disputed the charge, and after being assured it would be waived, returned the Samsung J* and cancelled my service. Despite this, I received a new bill from AT&T for $***.** including the cost of the returned phone, which was automatically charged to my cancelled credit card. After spending hours on the phone trying to resolve the issue and returning the phone, I am frustrated with AT&T's billing and customer service. I am seeking a prompt resolution to this matter. Thank you, Mrs. Billie Kerfoot.

I recently had a concerning experience with a customer service representative who made changes to my account without my consent. The representative had difficulty communicating clearly in English, and despite my request for another representative, she did not transfer me. Subsequently, I discovered that she had changed my plan to something I did not agree to. I have been a loyal customer for a long time and believe I should not have been treated this way. I urgently request to have my original plan reinstated. I have tried contacting customer service again, but without success. I have two cell phones, and during the call, I only wanted to inquire about the services on each line and maintain my current plan. Unfortunately, I could not comprehend the representative's responses. Please assist me in resolving this issue promptly. Thank you for your understanding.

I am Gayle Green. My phone number is [redacted]. I encountered issues trying to activate the Senior Nation flip phone on 11/29/18. After challenging interactions with eight AT&T representatives, lasting over 1 hour and 18 minutes, I realized the phone was too small for my arthritic hands. I promptly returned the phone. Now, my landline has been disconnected without notice, leaving me unreachable to my family. I urgently need my landline reconnected at [redacted]. Please send paper bills only. Thank you, /Gayle Green. Contact me at [redacted]

I previously had Directv and had a dispute about charges after cancelling the service. Now that Directv is part of AT&T, it's causing issues as I can't add new services to my AT&T account due to the outstanding charges from Directv. I reached out to the finance department/collection and we agreed on a settlement offer, which I promptly paid in full. However, a week later when I tried to add an additional line for a new Apple watch, I was denied because of the remaining balance. I contacted customer service to resolve this issue and spent around five hours on the phone and through chat, being transferred between departments. Despite paying the settlement, I was told by the finance department that AT&T could still deny new services until the balance is cleared in full, but suggested the wireless department could help override this. After being bounced around between Directv and wireless departments, I eventually gave up. I paid the settlement and now wish to continue spending with AT&T to purchase a new smartwatch and phone to add to my long-standing account.