AT&T Customer Service Issues

I recently spent over 2 hours on the phone with your agents trying to relocate my DirectTV service and add ATT&T Internet. Despite being a loyal customer for 9 years, the process has been frustrating. Initially, I was assured a bundle deal at $[redacted] for [redacted] MBPS Internet and DirectTV installation, but the transfer of information between the Internet and DirectTV departments was mishandled. Each time I was transferred between the two, there was a lack of communication and confusion, resulting in multiple installation appointments and no bundle created. The latest agent I spoke with in the "moving" group advised that a new appointment for DirectTV installation must be scheduled before contacting customer service for the bundle creation. I am concerned that the initially quoted price may not be honored once all services are installed. The whole experience has left me disheartened, and I hope for a resolution soon to avoid canceling both services altogether due to this ordeal.

I went to my local AT&T store and spoke with the manager to inquire about coverage in Mexico for my iPhone and iPad. The manager confirmed I had coverage, so I used my devices in Mexico. Upon returning, I tried to check my account for unexpected charges but was locked out after multiple failed attempts. I went back to the store to unlock my account and was shocked to discover over $[redacted] in wireless charges along with surprising phone numbers associated with my devices. The total bill was $[redacted].29, overwhelming me. Despite the store's inability to assist, I called 1-[redacted] for help and was given ticket numbers after various unsuccessful attempts to resolve the issue. I am dissatisfied with the customer service experience and the high bill and will not accept paying such an amount. I seek a prompt resolution without having to spend hours on the phone repeating my concerns.

I needed to use the mobile insurance when my iPhone 6S Plus got soaked in pouring rain. I was informed the deductible would be $[redacted], to be billed over the next two billing cycles. Instead, Assurion charged the full amount immediately from my checking account, causing an unexpected balance issue. Despite my efforts, they claimed the balance was past due, leading to further auto bill pay problems. After manually paying $[redacted] on 01/02/[redacted], auto bill pay attempted another charge, resulting in a suspended account. I am unable to speak to a live agent, access my email, or reset my password without texting or email. This has extended to blocking my access to my Chase Bank account, causing huge inconvenience. AT&T has gone too far, and I have lost trust in continuing my wireless services.

Hello, this morning, I had difficulty communicating with the operator regarding my upcoming internet service order. There are a few issues I need to address. First, my order details are incorrect: - Name: Lacey Rohlman - Address: [redacted] E. Jackson Street, Pensacola, FL [redacted] - Order number: [redacted][redacted] I was informed the installation would be this Friday, but today I was told it's scheduled for next Friday. I am only available for installation tomorrow (the 10th), the 14th, or the 15th of this month. Please advise on proceeding with the installation. I believe I qualify for a special promotion for a $50 gift card for signing up; however, this was not mentioned during my call yesterday. I hope to have these issues resolved promptly. Thank you, Lacey R. [redacted]

When I ordered home internet, I explained that I am disabled and on a budget. I signed up for the $50 per month internet package at 5 Mbps at the advice of your representative, who suggested asking the technician about an installation waiver and bundling my cell phone with home internet. Despite having PTSD and other disabilities, when the technician arrived, he mentioned that I could use an old home phone if I had one, stating it was free, which led to confusion and me feeling uncomfortable. After a call to AT&T, I found out the home phone was not free, so I requested it be removed. The representative then bundled my cell service and home internet, reducing the monthly cost to $30, yet I was not informed of the installation charges. When I contacted AT&T about internet issues on January 9, I was surprised to see a bill of $[redacted], which included $78 for internet and unexpected installation charges. As a person on disability, this situation has caused me significant emotional distress, and I urgently seek resolution.

I have reached out to Directv multiple times recently about transferring my service due to selling my house and relocating. There are a couple of issues I've encountered. Firstly, when I inquired about my contract status, I was unable to get a clear answer and was pressured to switch to ATT wireless, which I do not wish to do. Secondly, when I called today to understand the process of merging two accounts after the move, I was informed there would be a $[redacted] charge for the transfer, contrary to what was advertised. Despite being a loyal customer for years, I felt pressured into setting a reconnect date and faced resistance when I declined. This kind of customer service tactic is unacceptable. I value clear communication and flexibility in decision-making. If this behavior continues, I may need to explore other satellite TV providers.

Hello, I am writing to express my frustration with the customer service experience I have had with Direct TV. Since June [redacted] when we moved to our new address, we have encountered continuous issues with 2 of our Direct TV boxes. Despite multiple calls to customer service, the problem persisted until November 24th after 3 service visits. I was promised a $[redacted] credit on December 8th, but it has not been reflected in my account. Every call ends with no resolution, just transfers and waiting. The service decline since the AT&T takeover is disappointing, making me consider switching providers. Requesting to speak with a manager was denied. I will be calling again tonight for resolution. Thank you. Babette Roll

I initiated a new agreement with AT&T on January 12th at 12:31 p.m. for 4 new iPhones under the buy one get one offer. I planned to port my two lines from Verizon and get two new lines. However, my credit was checked four times, money was deducted, and now I am being informed that I am not eligible for AT&T service. A manager named Eddie Barbosa was unhelpful, couldn't explain the situation, ran my wife's credit twice more, claimed he didn't know where the money went, and suggested we should just accept it. He then abruptly ended the call. This treatment from AT&T is disappointing. It would be appreciated if someone from corporate could reach out to clarify our situation. Thank you.

We only stayed with this company for 4 months because our bills were consistently much higher than the promised $92. The autopay system never deducted the payment on time, leading to service interruptions and additional fees every month. Despite multiple calls to customer service, our issues were never resolved, and promised credits were never applied. The customer service representatives were unhelpful and rude, showing no concern for retaining our business. Cancelling our DirecTV and AT&T Internet services resulted in an excessive $[redacted] termination fee, as we were allegedly under a 2-year contract with DirecTV instead of the stated 1 year. Had we known about the longer contract, we would not have canceled. We are seeking resolution for the excessive penalties imposed each month that ultimately led to our decision to leave the company. The poor service and unhelpful customer service created a frustrating experience for us. Please review our account notes detailing the numerous attempts to address our billing and service issues.

On December 29th, [redacted], I placed an order for AT&T high-speed internet with a scheduled installation date of January 12th, [redacted]. After a reschedule to January 14th, the technicians did not complete the installation as promised. Despite multiple attempts and rescheduled appointments, the installation was never finalized. Each time I contacted customer service, they assured me they would follow up with the installation office, but the issue persisted. Now, after numerous failed attempts, the installation remains incomplete, with a fiber optic wire running from the street to the house, leaving a hole in the wall. As a resolution, I am requesting the installation to be promptly finished and to receive compensation of 2 months of free high-speed internet due to the repeated delays and inconvenience caused by missed appointments.

Since December **, ****, I have had a DirecTV and home Internet bundle. The promotional pricing expired last December, and I contacted customer service on December **, ****, expressing my desire to cancel. After speaking with the customer retention team, an agreement was made to reduce my total bill to approximately $***. This involved adjusting my package by removing sports channels we don't watch, changing some basic channels, retaining premium channels, and enhancing my Internet speed with a new router and fiber optic installation. However, upon receiving the latest bill, it has not been adjusted as agreed, resulting in a bill amount of $***.**. I wish for the billing to be corrected to the agreed lower amount for the next 12 months and for my current bill to be recalculated accordingly.

Dear Sir/Madam, I am Thien Tran, a customer with AT&T Digital Life under service account #[redacted]63, located at [redacted] W Grixdale, Detroit, MI [redacted]. My usual monthly fee is $49.98. To my surprise, this month's bill is $[redacted].98, which prompted me to contact Customer Service at [redacted]. I was informed that the increased amount was due to three Guard Dispatch visits to my home last month, each costing $41.00. I was unaware of this charge as I had not been previously notified. I expressed my disappointment that I was unaware of being billed for this service, given that I had not received any confirmation of the visits. Despite voicing my concerns, the customer service representative explained that the charges were from their partner company providing the services, not directly from AT&T. Feeling misled, I am considering canceling my services due to the unexpected charges and lack of communication regarding additional fees. I kindly seek assistance in addressing this matter. Thank you for your attention. Sincerely, Thien Tran

I had a home modem device with a backup power supply that was working fine, and I did not want it upgraded. However, the company went ahead and upgraded it without my consent, causing me two nights of frustration trying to get my devices reconnected. The worst part was when they didn't replace the backup battery or even inform me that they had taken it. Dealing with their unhelpful phone support was a nightmare. After hours of being on hold and pleading to speak to a manager, I finally got promises of a free replacement battery that never materialized. Despite multiple calls and false promises, I ended up having to buy my own universal backup online to deal with the ongoing issues caused by the company's negligence. It's disheartening to see such poor customer service and lack of accountability. I just want to go back to how things were before without having to incur any additional costs. David

My spouse and I have been AT&T customers since [redacted] and had a good credit score. In [redacted], we decided to switch to a more affordable, no-contract provider. When we visited a local AT&T office to cancel our service, we were directed to call the corporate office instead. After contacting them and being informed that we had to wait until the billing cycle's end to stop the service, we reluctantly agreed. The representative assured me that if we didn't call back before the 14th, the service would end. However, on the 14th, they charged our card $[redacted] and the phones continued working. Upon calling them back, they claimed we were supposed to request the service termination, which was not accurate. Eventually, they agreed to refund $[redacted] of the charge. Three months later, we received a call saying we owed $88, despite the previous refund. I disputed this, and now a collection agency is involved. My spotless credit history is at risk, but I will challenge this. It's unfair how companies can mistreat customers. I demand AT&T to cancel the bill, remove it from collections, as I believe I don't owe it. Kelly L.

I have five lines on my account. One of those lines belongs to my granddaughter who lives in Virginia. She needs to upgrade her phone, and all I wanted to do was pay off the phone so she could trade it in for the upgrade. I'm in Pennsylvania, and I didn't want my daughter to incur any unnecessary charges. Unfortunately, AT&T has the best coverage where I live, but the lack of help and conflicting information I've received in the last two days has been frustrating. I've been bounced around, given wrong information, and left to solve the issue on my own. I feel like canceling everything and switching to a different provider. It's been a struggle to get assistance, and the unhelpful responses and technical difficulties have made the situation worse. The customer service representatives need better training in problem-solving rather than just sales. My granddaughter's phone is crucial, especially as her father is deployed. I've felt overwhelmed and at the mercy of untrained staff passing me between departments. The experience has been disheartening for a customer of over a decade. The lack of knowledge and efficiency from the staff is making me reconsider continuing with AT&T.

Subject: Billing Inquiry for Account [redacted] Dear AT&T, I have attempted to reach out multiple times following the issues I experienced with the service provided. Despite my efforts, I was unable to connect with any representatives successfully. The call connection would drop abruptly, leaving me without a resolution to my concerns. Despite following up via email, I have not received a response from your end. Upon signing up for the service, I was assured by your customer service representative that there would be no buffering or interference issues with the television service. Unfortunately, from the very first day of installation, I encountered constant buffering, making it impossible to enjoy the content. Despite several attempts to address the issue and even having another installer visit, the problems persisted. It became clear that the service did not meet the standards promised during the sales pitch. Given the circumstances, I am puzzled as to why I am being billed for a service that was not delivered as expected. I have returned all the equipment and ceased using the service since November 21, [redacted]. I urge you to review the call recordings from my initial request for service to understand the discrepancy in what was promised and what was actually experienced. I trust this matter will be resolved promptly. Sincerely, Linda L. Attachments: cc: BBB

Subject: Issue with AT&T Trade-In Program Credit Cards To Whom It May Concern, I am writing regarding the two promotional credit cards I received from AT&T as part of the iPhone Trade-In program a few months ago. One card had $[redacted], and the other had $38. Despite multiple attempts to use these cards, some AT&T stores refused to accept them. Recently, when I tried to use the credit again, I was informed that they have expired. This was surprising, as I was unaware of the expiration date. As a loyal AT&T customer for nearly 15 years, I am shocked by this situation and felt embarrassed during the failed purchase attempts in the store. I contacted the number on the back of the card, but they were unable to assist me and claimed I had lost both my money and iPhone, which seems deceptive. The unhelpful and dismissive customer service compounded the issue, especially as the poor wireless service caused difficulty in communication. I kindly request your assistance in resolving this matter promptly. Your attention to this problem would be greatly appreciated. If left unresolved, regrettably, I will have no choice but to terminate my service with AT&T for good. Anticipating your prompt response, A Loyal Customer

Subject: Issue with Cruise Package Charges and Roaming Fees Hello, I am seeking assistance regarding a cruise package booked in December under phone number [redacted]. Unfortunately, the package did not work as intended, resulting in me having to pay for WiFi on the ship. I can provide a copy of the bill indicating the onboard payment. Despite speaking to three representatives for 45 minutes, the recommended package did not meet expectations. Moreover, my son's phone, under number [redacted], incurred roaming charges even with cellular data turned off, amounting to $[redacted]. I contacted ATT on 1-16-19 to address these concerns and was promised a response by 1-18-19, which I never received. Today, upon reviewing my bill, I discovered the credit was not applied as promised. After another call today where I spoke to representatives for 20 minutes and was informed that my request was denied, I am left feeling disappointed by the service. I am a long-standing customer of over 30 years, currently spending over $[redacted] a month on wireless, TV, landline, and internet services. I urge ATT to reconsider and credit my account for the $[redacted] charges, as this experience has been disheartening. Thank you, M.C.

I visited the Asurion website to file a claim for my cracked wireless device's screen on January 31st. This is my second claim. I selected my current device's IMEI number, but when the repair results came in, they based it on the wrong IMEI number from my previous device. I tried to correct the issue on the website, fearing it would be considered a false claim, but when I called Asurion to change the IMEI number, they cancelled my appointment. Now, I am being asked to pay $[redacted] for a replacement phone instead of the $49 repair cost. Asurion's mistake on their website has left me paying a higher price for their error, and they are unable to send someone to repair my phone as initially planned, opting to replace it instead. I feel misled by Asurion's handling of this situation.

I would like to make additional payments towards my Next Plan phone installments. An AT&T representative initially mentioned this was possible, but later I was informed it wasn't allowed. I am frustrated by the lack of flexibility to pay off the phone early despite having the funds and being a loyal customer for over a decade. I want to take responsibility for my phone purchase without affecting my family share plan. It feels unfair to face penalties for paying off a phone through the Next plan. I expect loyalty from AT&T towards its long-standing customers, but these issues have made me consider switching providers. To retain us as customers, I propose the option to make larger payments without penalties towards my phone or a credit for the disappointments endured. Furthermore, I urge AT&T to enhance cell phone coverage in rural areas like [redacted] zip code to attract more customers and improve revenue. Disappointed but loyal, M. Ford