AT&T Customer Service Issues

I had a previous issue with Directv and contested charges after canceling their service. Following their merger with AT&T, I faced obstacles in adding service to my AT&T account due to outstanding Directv charges. Despite settling the dispute by paying the agreed amount, I still encountered restrictions on my account. This led to a frustrating ordeal as I tried to resolve the issue through multiple departments. Even after settling with Directv, AT&T maintained the block on my account, explaining that the wireless department could assist in removing it. Despite my efforts, I was continually bounced between departments without a resolution. I am eager to continue using AT&T's services by purchasing new devices and adding lines to my account. I hope that AT&T will honor the settlement agreement, allowing me to move forward with my desired additions.

Hello, I have been a subscriber to the Acess Program, paying $19.96 a month. Recently, Mr. Matts visited my apartment and misled me by saying I wouldn't be charged because of my program. The installer, Mr. Barkley Hairston, signed me up for a TV which led to a charge of $[redacted].71, even though I didn't authorize it. I returned everything as instructed by FedEx. This experience has left me feeling deceived and upset. My previous basic TV antenna was enough until this unfortunate situation. I feel mistreated by these actions towards someone with limited means. This issue includes additional charges and misleading statements by Mr. Matts and the AT&T store. My credit has been affected, and I'm struggling as a widow during the holiday season. I hope to find a resolution soon.

I have been with AT&T since [redacted]. I contacted them for help recording a new voicemail greeting on my iPhone, which I couldn't do after some online research. Unfortunately, after being on the phone with AT&T for 3 hours, my issue wasn't resolved. In fact, a technician ended up deleting my treasured voicemail messages from loved ones who have passed away, without notifying me beforehand or attempting to recover them. This has left me not only without a solution to my original problem but also without my important saved voicemails. AT&T's suggestion to visit a store was not reassuring as I've had poor experiences there before. The lack of empathy and care from AT&T during this ordeal has deeply upset me. I'm now considering switching providers due to this extremely disappointing customer service and what I believe was inappropriate handling of my data without informing me.

My email account [redacted] has disappeared, and I'm receiving an error message stating that my AT&T Yahoo! services have been suspended. I've tried contacting customer service to restore it, but they haven't succeeded in helping me retrieve my important emails. The error message instructs me to call AT&T Customer Service to reactivate my account. Here are the contact numbers provided: To reactivate AT&T Yahoo! Dial, call 1-[redacted]-SBC-DIAL (1-[redacted]). To reactivate AT&T Yahoo! DSL, call 1-[redacted]-SBC-DSL5 (1-[redacted]). I need assistance in restoring access to my email account and accessing my emails promptly.

I am contacting you regarding a recent phone call made to my wife in Japan. In the past 12 years, I have never made such an expensive call nor would I ever intend to. My wife and I live in Japan, and I was in the United States due to my ill mother. I usually use wireless or FaceTime for calls as I do not have an international plan. Unfortunately, on November 4th, my mother passed away, and while my wife called me on FaceTime, I unknowingly returned the call but had walked away from the Wi-Fi, resulting in the expensive call. I am surprised to see a $[redacted]+ charge on my bill. I kindly ask for your understanding of the situation and request a courtesy credit for this error. I appreciate your consideration and hope for a credit on my November statement. Thank you. Best regards, Kevin W. P.S. I tried contacting live chat with no success, hence this email.

Good morning, I am concerned about a green cylinder service terminal in my backyard that poses a safety hazard to my children. I have tried to address this issue with AT&T since December 3rd, [redacted]. After multiple attempts and a technician visit on December 4th, [redacted], the terminal remains a danger. I urgently need a supervisor, preferably from the engineering department, to assist in removing this terminal from my property. Please reach out to me promptly at [redacted]. Thank you.

I am writing to address an ongoing issue with my Directv service. I have been a loyal customer for 5 years with account ending in [redacted], following 13 years of service at a previous location. In October [redacted], I received calls from "AT&T" concerning an alleged outstanding balance, which I initially disregarded as I had no affiliation with AT&T. Later, I was informed by their sales rep that Directv is now part of AT&T, and there was an issue with my credit card on file. Despite using the same American Express card for 4 years without problems, my service was unexpectedly shut off. After making a payment over the phone, my TV service was restored. Additionally, I encountered confusion in November and December regarding billing notifications, as I had requested paper bills to ensure timely payments. Unfortunately, I have faced repeated issues with billing and communication, leading me to consider switching cable providers due to these challenges. I have documented conversations and will escalate this matter if not resolved promptly. Thank you. - Kristin Conforth

I had an installation scheduled for DirectTv on 12/4/[redacted] between 9:00 a.m. and 11:00 a.m. The technician arrived but politely informed me that no DVRs were available and couldn't set a new date. After reaching out to his supervisor with no response, I contacted customer service. Despite being transferred multiple times, I faced a lack of resolution. A supervisor eventually hung up on me after stating I would be transferred to billing. This has been a disappointing experience as my disabled parents, for whom I was arranging the service, required interpreters for the installation. I am seeking clarification and a solution to this issue. My new account number is [redacted]48.

I really enjoy using U-verse TV, especially the DVR pause/resume feature in any room. Unfortunately, I recently found out that AT&T has removed the PAC 12 channels ([redacted], [redacted], & [redacted]) without informing customers. As a big fan of the Oregon Ducks, this is very disappointing for me. Currently, I have my home phone and internet router with Verizon to have flexibility when traveling, as I do not use AT&T internet. Due to my limited data plan, I cannot stream Duck games online. I expressed my concerns to AT&T representatives but did not hear back from their customer retention team. I have two inquiries: (1) Has the decision to remove the PAC 12 channels been finalized, or are negotiations still ongoing? (2) If the PAC 12 networks will not be reinstated, could AT&T potentially offer internet at a more affordable rate for me to stream Oregon Duck games? Thank you for looking into these questions for me.

I recently purchased a new smart phone and noticed that my visual voicemail was not activated, causing me to miss voicemail notifications. Despite attempting to use the voicemail service by dialing 1, I couldn't access visual voicemail. After contacting AT&T on December 3rd, I spent over an hour on the phone with technical support. I was promised to be transferred to advanced support, but instead ended up with another representative. This agent spent more time addressing my concerns and mentioned escalating the issue to the engineering department for further assistance. They assured me of receiving a text with a resolution within 24 hours, but it has been five days with no follow-up. As a long-time customer of over 20 years, I am disappointed with the lack of service and unfulfilled promises. I urgently require a resolution to this problem.

I reported an issue on Nov. 30 via your website and received ticket # NTOM2122. Despite being given a service window of Dec. 4 between 8am and 5pm with a notification text upon arrival, no message was received, and I discovered my ticket had been closed without the phone being fixed. After calling and waiting on hold for 35 minutes, I was able to speak to a representative who issued a new ticket NTOM2460 for service on Dec. 11 between 8am and 6pm. This timeframe is not ideal for a school setting as we are only available between 8 am and 3 pm. I expressed my concerns about the response time due to our school environment, but the representative simply reiterated the new ticket details. I hope we won't face any emergencies while waiting for your company to address a simple phone line repair which is now scheduled to take 12 days.

Order number #22-[redacted][redacted] was scheduled for installation on 12-7 from 1:00 pm to 3:00 pm, but an email indicated it was set for 12-10 from 8:00 am to noon. Despite my availability today, adjustments couldn't be made. During discussions with AT&T and Customer Retention Services, I was offered a $[redacted] gift card, which I initially thought was part of the original deal. It turned out to be an extra offer. I suggested a month of free service instead, but we are parting ways. I intend to discuss switching to Spectrum in Appleton, WI, due to their competitive pricing for similar internet speeds. Considering the ongoing service issues with AT&T U-Verse at another location within the family, I am contemplating switching to Spectrum there as well. We have transitioned to Verizon for cellular service, making the change easier.

Hello, my name is Robert Rogers. I engaged in a live chat with one of your colleagues last Wednesday and was then directed to a manager over the phone. Despite my efforts to resolve the ongoing issues with my DSL connection, I have encountered persistent buffering. As a loyal customer of over 18 years, I am disappointed in the quality of service provided. My home phone has been dysfunctional for the past 4 to 5 months, yet I continue to be billed for this service. Feeling undervalued, I am contemplating switching to Cox Cable for their more affordable bundled services. During my last chat with customer service, I was offered a $40 credit for the inconvenience, which does not adequately address my long-standing concerns. I am also interested in terminating my wireless services with AT&T. Please note the last 4 digits of my social security number [redacted] are associated with my home/dsl account. My contact details include my home phone number [redacted], passwords (wolf1220 or wolf4719), email [redacted], and address 13 E 49th Pl N, Tulsa, Oklahoma [redacted]. For wireless services, you can reach me at [redacted]. Thank you.

Subject: Home and Internet Service Cancellation Request Dear Big Wolf Entertainment, I hope this message finds you well. My name is Robert R., and I reached out to your team last week regarding some ongoing issues with my DSL service. Despite my efforts to troubleshoot, I continue to experience significant buffering problems. As a loyal customer of over 18 years, I have been facing difficulties with my home phone, DSL, and wireless services provided by your company. The lack of functionality has left me dissatisfied, especially considering the monthly fee of $[redacted]. After thorough research, I have found an alternative provider, Cox Cable, offering more affordable packages that better suit my needs. With plans starting at $69 for TV, phone, and internet services, I am seriously considering switching my service provider. During my recent chat with customer service, a $40 credit was offered to compensate for the inconvenience, but I believe my loyalty as a long-term customer deserves better consideration. I am also requesting the disconnection of my AT&T wireless services. Please take note of my account information for the home and DSL services, located in Tulsa, Oklahoma, and make the necessary arrangements to cancel my services promptly. Thank you for your attention to this matter. Sincerely, Robert R.

I would like to request a review of the recent phone conversation between your sales team and myself on December 6th and 7th. In summary, after being assured by multiple sales representatives and a supervisor that the service I wanted was available, I had an installer visit today only to discover that the service wasn't feasible at my address: [redacted] E D Ave Richland MI [redacted]. I was expecting [redacted] speed internet, but was informed that only 18 speed was an option at my location. As a loyal customer with four Samsung Galaxy 9s+, I am disheartened by the wasted time and multiple phone calls that led to no resolution. The supervisor I spoke with expressed sympathy, but that doesn't compensate for the inconvenience caused by the misinformation provided. Regrettably, I am forced to stay with Xfinity as there seems to be no alternative in my area. I kindly request that my phone account be credited for the poor customer service experienced. I believe reviewing the phone recordings would be beneficial for your staff training. Thank you for your attention to this matter, and I trust it will reach the appropriate management team for evaluation. Sincerely, Dale P. Cell: [redacted]

On December 8, [redacted], To Randall Stephenson, CEO of ATT at [redacted] S. Akard St., Dallas, TX [redacted], Before unwinding for the night, I wanted to acknowledge the exceptional assistance I received from Mark at ATT. He patiently and effectively helped me resolve a significant drop in my internet speed from 100MH to 8MH. The call occurred at 8:30 PM Eastern Standard Time on 12.8.[redacted]. I, Gaynel Bryan ([redacted]), had been facing this issue for the past two weeks, hindering my ability to watch TV, Roku, or even use my cell phone at home. Despite unsuccessful attempts with Direct TV and UVerse technical support, Mark from the Philippines went above and beyond to address the problem and improve the speed. I greatly appreciate his dedication and problem-solving skills. Please recognize Mark for his outstanding customer service. He prevented a negative social media post from me and has truly been an asset to ATT during this support experience. On a separate note, I have noticed a decline in the WiFi quality among my friends who are also ATT customers. I hope ATT can address these issues promptly to prevent customers from seeking other providers. Thank you, Gaynel Bryan [redacted] Ossington Dr Indianapolis, IN [redacted]

I reached out to AT&T DirectTV on 12/9/18 concerning my recent billing. During a call on 11/20/18 about more affordable pricing and 4k service due to considering switching providers, I was promised a $15 credit for 12 months and a $23 equipment credit until my next service upgrade by a retention specialist. I was assured this wouldn't extend my contract. Today, another representative said our contract now runs until December [redacted], resulting in early termination fees. I did not agree to any new terms. This contradicts the details given during the November call. As a loyal DirectTV customer for 11.5 years, I am disappointed with this "bait and switch." I am seeking a prompt resolution. Please reach out to discuss this matter with me at your earliest convenience.

Since November [redacted], I have encountered ongoing issues with AT&T. I have been their customer since the Cingular days and it is disappointing to face these problems. Firstly, I never received credit for my iPhone 7s with the phone number [redacted]. Secondly, I added a line and upgraded a phone, but was initially told I needed DirecTV for a promotion, which later changed. Despite being within the return period, when I tried to return the phone to avail of the new promotion, I was denied credit. Thirdly, when I upgraded the line with the same phone number to an iPhone XS Max and sent my old phone for trade-in, I was informed that I would not receive credit as promised. The customer service experiences have been frustrating, with numerous calls since [redacted] resulting in unfulfilled promises of credits. I hope AT&T can rectify these issues promptly, as I have been a loyal customer.

Hello, my name is R. R. I initiated a live chat with one of your colleagues last Wednesday and eventually got transferred to a manager over the phone. I shared my major DSL issues, despite trying various troubleshooting steps due to continuous buffering. As a loyal customer of 18 years, I am incredibly dissatisfied with the services provided. I currently have a home phone, DSL, and wireless services with your company, paying around $[redacted] monthly. My home phone has been non-functional for over 4-5 months, yet I have been billed for the service. Considering switching to Cox Cable as their package seems more economical. Previous customer service chat offered a $40 credit, but as a long-time customer, I feel undervalued. I wish to disconnect my wireless services with ATT Wireless. Please, kindly address these issues. Thank you.

I need assistance with the situation regarding the fiber optic workers who left a mess on my street two months ago. There is a hole near my driveway that everyone keeps hitting. I spoke with Kimberly at [redacted] who directed me to call [redacted]. They claim it is OMU, but it is actually AT&T. The issue has not been resolved despite their visit. You can contact me or my husband at [redacted] or [redacted]. My email is [redacted]. This must be taken care of promptly as it is causing inconvenience. Thank you.