AT&T Customer Service Issues

My brother and I have accounts with your company, and our phones were unexpectedly shut off today. He reached out to your support center, and they informed him that he needed to pay $83 immediately to keep them on, with an additional $[redacted] due at the end of December. I am extremely dissatisfied with the way this situation has been handled and being misled by your company. If this issue isn't resolved promptly and our phones are not turned back on today, we will consider discontinuing our services with you. I am frustrated by the demand to pay for last month's bill, which has already been settled, along with this month's charges to restore service. The total amount of $[redacted] being requested is unreasonable and unacceptable. I expect a resolution to this matter promptly, or I will escalate it to the store manager or district manager for further assistance.

My day started with a call to AT&T around 10:00 a.m. to inquire about starting new service on the next 24 program for a LGV40 device. I was initially told there would be no deposit required. However, upon visiting the store to complete the order, I was informed of a $[redacted] deposit plus taxes, which was different from what I was initially informed. Feeling misled, I contacted customer service and was once again assured over the phone that no deposit was necessary. Unfortunately, the call got disconnected. After numerous attempts to resolve the issue, I was repeatedly transferred to different agents focused on making a sale rather than addressing my concerns about potential credit impacts. Trying to place the order online resulted in it being canceled after submitting billing information. This entire experience has been frustrating and inconvenient, causing me unnecessary stress. I hope to have the credit inquiries removed from my report as I clearly stated during recorded calls that I did not authorize them. I simply want to purchase the phone I originally intended without being forced into an undesired long contract following this ordeal.

I am hearing impaired and struggle to use the phone effectively due to the communication barriers. I have a hobby of repairing phones by buying non-functional ones and restoring them to working condition. I recently repaired a phone with a replaced battery that is network locked and reported lost or stolen by AT&T since [redacted]. I want to resolve this by returning it to the owner or following the right procedure. The authorities won't assist, and I would appreciate it if someone from AT&T could email me with instructions on what to do with the phone, whether to return it or have it unlocked. The phone in question is a Motorola Atrix HD with the IMEI #[redacted][redacted]. Thank you.

I reached out to AT&T on 12/2/18 regarding issues with my DirecTV and internet service via chat. The chat ID is [redacted][redacted]6. During the chat, agent jg550u assured me of a $99 credit within 12-24 hours, which I have not received. Following this, the agent scheduled a 7 am appointment for 12/3/18, but no one arrived, causing inconvenience to my mom who waited in the cold. The chat lasted 3 hours and involved speaking with 6 different agents, which I find unacceptable. Despite making two follow-up calls, I have yet to receive the promised credit and am only told my account will be reviewed. Disappointed by unfulfilled promises, I seek a resolution promptly. My name is Allison Byrd Carrier, and my phone number is [redacted]. I am prepared to take further steps to address this issue.

Hello, my name is Brian Gibbons. I have been a loyal AT&T wireless customer for some time. Unfortunately, this year in July, my son had a serious health scare and we spent a lot of time in the hospital. My wife had to take a leave of absence, and as a result, I fell behind on my wireless bill. I encountered difficulties while trying to address the overdue payment. Despite making a $[redacted] payment on November 30 to restore my account, it was suspended again on December 10. Despite my efforts to explain my situation, I have faced challenges getting assistance. Jovani from Customer Service was helpful and escalated my case to management, but I never received the promised callback. I am willing to pay my outstanding balance but have not been given the opportunity. My family relies on our AT&T service, especially my son in college. I urge for a resolution as soon as possible. Your assistance in this matter is greatly appreciated. Best regards, Brian Gibbons

I was a pleased AT&T customer with 100Mb fiber to my home office, without TV service. While at Walmart in Charlotte on Black Friday, an AT&T representative offered me an upgrade to 1000Mb along with a Direct TV deal - $60/month for 1000Mb and $36/month for Direct TV. After the upgrade, I experienced dropping and service interruptions. A technician adjusted my speed to 100Mb for stability. When I requested to go back to 1000Mb, the technician advised speaking to a sales representative for updated billing. Despite attempts to reach the sales rep with no success, I still await the billing adjustment. In case you need it, my account number is [redacted], and my previous account number was [redacted]. You can contact me at [redacted] or via email at [redacted]

My email, [redacted], was created before security codes and lacks a user ID. When my session expired, I visited an AT&T store and set up a password but was warned not to forget it as changing it wasn't possible. Trying to log in again upon session expiration resulted in an "invalid password" message. Efforts to change it are stuck in a continuous loop with a message stating it's being worked on, accompanied by a rotating circle for approximately 14 hours. I'm unsure if not having a user ID is causing this loop. Would creating a new account fix this issue? Considering the circumstances, is it possible for me to set up a new account? Can someone please assist me?

After relocating from Texas to Florida 4 months ago, we contacted AT&T to cancel our service. They confirmed we owed nothing. Despite this, we kept receiving bills. After numerous complaints, the office of the president of AT&T resolved all outstanding dues. We thought it was settled until we got slapped with a $[redacted] bill sent to collections. This is grossly irresponsible and unfair. The individual who assured us of assistance is now unreachable. How can we address this issue? Do we need to restart the complaint process? How do we stop AT&T from continuously harassing us?

I recently arranged to have my services reconnected, but they are still disconnected. My father is ill, and I urgently need to contact my family in Missouri. I have spoken with a supervisor who informed me that I need to pay nearly $[redacted] to have the services restored. Given that it is Christmas time, I can make a payment, but not in the amount of $[redacted].00. Due to having three accounts with your company - Directv, Internet, and wireless - I am in a difficult situation. We switched from Verizon to ATT for the new Note 9, but have regretted the decision ever since. Unlike Verizon's exceptional customer service that works with customers to prevent service disconnection, I faced challenges with a payment mix-up on Directv. Unfortunately, due to financial struggles after being laid off and delays in receiving unemployment benefits, I fell behind on payments. Although I recently started working again and planned to catch up on my bill, the misunderstandings regarding payments have led to the current situation. I am distressed by the lack of communication options and escalation procedures with ATT compared to Verizon's support system.

On November 30th, I mistakenly reported my phone lost and filed a claim, then found the phone shortly after and canceled the claim. On December 11th, I reached out to Protec for help with my Wi-Fi calling issues at home. They discovered that my service had been suspended due to the previous lost phone claim, causing me significant inconvenience for the past four days. Despite multiple assurances from various representatives, my phone remains blocked. I am unable to use it for calls or texts at home because Wi-Fi calling is necessary and the connection cannot be established. Conflicting information from Protec and AT&T has left me frustrated and considering switching providers. I need a resolution to this problem promptly as I rely on my phone for communication.

I ordered 3 phones, 2 of them during a promotional period that ended. The customer service representative promised AT&T would honor the deal after canceling my orders by mistake, but they didn't. When I placed another order at a discounted rate, they canceled it without notice to expedite shipping and then requested more money. After asking to speak to a supervisor, I was transferred to a dead line and disconnected. Now, I have to wait 10 to 14 days for a refund and can't make a payment in the meantime. I've been given false information, sent to the store unnecessarily, and can't get the promised price. Dealing with an insurance replacement has also been a struggle. Despite calling daily for help for over two weeks, the focus seems to be solely on money. It's frustrating to pay so much each month and be treated as if my concerns are insignificant.

I have been an AT&T mobile customer for approximately 2.5 years, and I am thoroughly dissatisfied. When I signed up, I thought I was getting a good deal for 2GB a month, only to realize I am being overcharged. Even after paying off my Samsung S7 Active, I am still paying around $75.00 monthly for 2GB, even with a 19% company discount. This is frustrating as other providers offer unlimited data for about $60.00. Looking into AT&T's unlimited plan, I discovered that my bill would increase from $75.00 to $95.00 monthly! The lack of response from customer service regarding my complaints about bad service and high fees is disappointing. Moreover, I found out the Samsung S7 Active I purchased from AT&T cannot be used with another provider, adding to my frustrations with the company. Overall, dealing with poor customer service, expensive plans, and unresponsiveness from a massive corporation like AT&T is incredibly disheartening.

On Friday, December 15th, [redacted], I contacted AT&T U-verse TV about my bill being higher than usual. After speaking with a representative named Jade who removed some charges, my bill was adjusted to $[redacted].76. However, when I checked on Monday, the changes were not reflected. I spoke with a supervisor named Kay who mentioned that the changes were not noted and claimed there was nothing she could do. I requested to speak to a higher authority, but Kay stated there was no one else and no corporate office to contact. I am disappointed with the lack of customer service I received. It seems as though AT&T does not value its customers.

I have been on the phone for over two hours now, having spoken to seven representatives in an attempt to resolve an issue with a bundled service package that was sold to my 85-year-old mother. She received a bill for $[redacted] instead of the promised $99. The latest representative I spoke to took nearly an hour to suggest sending an installer to set up an internet phone, which was already installed on 11/29 when she got DirectTV and Internet service. I requested to speak with a supervisor and have been on hold for over 30 minutes. This situation is unacceptable. I am frustrated with being transferred between representatives with difficult-to-understand accents and having to repeat the same problem numerous times. I am considering canceling all of my AT&T accounts and encouraging others to do the same. I hope for a prompt resolution from a U.S.-based representative.

My service was damaged by a neighbor who dug on December 7th. Jamal, a technician, came to fix this and put in a temporary line, mentioning they would bury it later. A week passed, and on December 15th, we noticed an AT&T technician in our box that services three addresses: my house and two neighbors' homes. We did not request any service. Surprisingly, your technician disconnected my service on December 15th. I do not have an outstanding balance; in fact, I have a credit. Consequently, I had no security system, phone, internet, or TV for the entire weekend due to your technician's actions. Another technician arrived on the late afternoon of December 17th and claimed our service was down due to water entering our port, which contradicted the reality of the situation. We traced the issue back to the previous technician's actions of disconnecting us and left the box unlocked. We even tried to reconnect it as we informed your technical support. This forced me to rely on my Verizon hotspot, causing me to exceed my data plan. Given the monthly fee of $[redacted] in advance for services not adequately provided, I am requesting a full monthly credit due to the inconveniences caused by your technicians' actions. I have reached out for a manager's call without success and aired my grievances on Twitter, gathering support for a potential class-action lawsuit unless this matter is resolved promptly as it seems to be a recurring issue with your service.

I spent over 4 hours trying to secure a good deal on a phone with ATT. Despite placing my order for shipping on Nov 13, I was notified of a one-month delay, pushing the delivery to Dec 13-15. After numerous calls, chats, and efforts, my order was supposedly "in progress" due to backorder. Today, I received an email informing me that my order was canceled due to high demand and a too-good-to-be-true promotion. As a loyal multi-decade customer with multiple lines and various services, including ATT wireless, directv, and Uverse, I am extremely disappointed with this treatment and am looking forward to severing ties with this company for good.

Subject: Issues with AT&T Services Dear Team, I hope this message finds you well. I am reaching out with concerns regarding my recent experiences with AT&T services. Due to restrictions in my previous apartment, I had to cancel my Direct TV subscription before moving. To maintain a positive relationship with AT&T, I opted for U-verse TV and internet when relocating. During the setup process, I was assured that my early termination fee for Direct TV would be waived, and I would receive a $[redacted] reward for continuing services after moving. However, these promises were not upheld, as the termination fee was deducted from my bank account on Sep. 25, and I have yet to receive any communication about the reward. Furthermore, there were delays in the installation at my new place, resulting in a month without internet access and additional costs incurred due to upgrading my family's mobile data plan. The numerous calls made to AT&T to inquire about the installation process were time-consuming and frustrating. At this point, I am dissatisfied with the services provided by AT&T and would like to cancel all services. I would appreciate your assistance in resolving these issues promptly. Thank you for your attention to this matter. Best regards, J. A.

I recently received a call and text from a representative named Jennifer from a Direct TV agency. Despite informing Jennifer of my poor credit, she assured me it wouldn't be an issue and requested only a credit card with $1 on it to proceed. After providing my Visa card details, address, and phone number, she then asked for a reference from someone on my road. I initially listed my daughters but later changed it to my neighbor, Danny. Upon setting up my account number and pin with Jennifer, we arranged for installation on a Sunday under a two-year contract for three TV's with basic channels at $54 per month. However, when my first bill arrived addressed to Danny instead of me, and I reported the situation to Direct TV, my service was abruptly disconnected. Despite my attempts to rectify the issue, Direct TV accused me of unauthorized account access, leading to complications with my neighbor. I demand prompt access to records of these conversations as per the Freedom of Information Act to clarify the misunderstanding.

Yesterday, I contacted [redacted] and had a conversation with Christina, who was experiencing computer issues. Despite technical difficulties, she introduced me to a program called BOGO, where you buy one phone and get another free with an added phone line. Our call lasted 1 hour, 42 minutes, and 22 seconds. Towards the end, her computer stopped working, and she mentioned that another representative would assist. However, the subsequent agent, ID BW9544, from the loyalty department, was not helpful, stating the offer had expired. Despite being an AT&T customer since [redacted], he couldn't honor the deal. Feeling frustrated after spending over two hours on the phone, I was disappointed with the lack of assistance. Even though a new line was reserved in my name as proof of the initial conversation with Christina, the loyalty department didn’t address my concerns. When I suggested speaking with Christina directly, the agent refused. I am contemplating switching to a different wireless provider that values loyal customers more than AT&T seems to.

To whom it may concern at AT&T Corporate, I have been a loyal AT&T customer for over 15 years. Unfortunately, due to ongoing issues with poor customer service and various other problems, I was compelled to disconnect my services. I am now being billed approximately $[redacted].92 by AT&T, despite numerous attempts to resolve the matter through customer service, unified billing, customer loyalty, DirectTV, DirectTV Now, and U-verse. The problems I have encountered include: 1. Remaining information from my former spouse on my account, even after requesting removal and transfer of billing responsibility. 2. Credits that were supposed to be applied to my account were instead applied to a different account. 3. Misrepresentation of pricing and promotions. 4. Billing for services that I did not receive. 5. Failure to honor the promised payment arrangements by the customer loyalty department on the remaining device balance, as the cancellation was recommended by said department, not initiated by me. I formally dispute the amount I am being charged and request AT&T to honor the agreed-upon payment arrangement. Please reach out to me to address this matter promptly. Thank you.