AT&T Customer Service Issues

I've been experiencing ongoing issues with my password. Whenever I try to reset it by answering security questions, it prompts me to create a new password. Despite doing so, I consistently receive an "incorrect password" message when attempting to log in to my email. This problem arises each time I don't access my email for over a week. I've also encountered similar problems when trying to change my password using a code from Google. The cycle repeats, and I remain unable to access my Bellsouth email. This has been a recurring problem spanning years, and I urgently need a solution. I've gone through the necessary steps to reset my password, but the issue persists. I'm eagerly waiting for assistance to resolve this matter promptly.

I have been a loyal Direct TV customer for almost 20 years with account # ending in [redacted]. Despite never missing a payment, I faced issues with my billing. When trying to maintain my discounted rate before my contract expired, I was told to wait. Subsequently, my January bill spiked to $[redacted]. After multiple calls, a supervisor agreed to revert the rate back to $64 for January. However, my February bill inaccurately marked me as past due for January, causing frustration. I am determined to not overpay for incorrect charges and will consider switching providers if this matter isn't resolved promptly. Loyalty should be valued, and I expect the company to address this billing error efficiently to retain me as a customer.

I set up two payment arrangements: one for $[redacted] due on 02/02/[redacted] and another for $[redacted] on 02/14/[redacted]. Due to being impacted by a storm as a federal worker, I missed my 02/02/[redacted] payment but informed them I'd pay on 02/04/[redacted]. However, there were phone line issues on 02/04/[redacted], and when I called, the representative wouldn't let me speak to a manager. I eventually spoke to a manager who was dismissive and claimed there was no record of the 02/02/[redacted] agreement. After speaking to another agent, I was informed that both amounts were now due because the first payment was missed. I felt disrespected by the rude representatives and the lack of clear communication about the consequences. I plan to pay the agreed amounts, but this experience has made me consider switching service providers. I only requested for my service to be restored promptly.

Hello, I am reaching out on behalf of our community in Archer, Florida, which has been experiencing ongoing challenges due to the lack of reliable internet service provided by your company. Our neighborhood, located at [redacted] S. W. 135th Lane, Archer, FL [redacted], west of Williston Rd and off of CR 347A, is in need of improved connectivity. The properties in this area range from $60,[redacted] to $1.5 million in value, reflecting a diverse community with varying needs. Despite being loyal customers of AT&T since [redacted], we are still limited to outdated 3 Mbps DSL internet speeds. Despite efforts to address this issue, there has been no resolution or improvement from AT&T. As the sole provider in our area with no alternative options, we are contemplating legal action if this situation is not rectified promptly. We urge AT&T to consider our plea for upgraded services, as we are left with no choice but to seek better alternatives for our community. Your immediate attention to this matter is crucial, and we hope for a resolution to avoid further action. I can be reached at [redacted] for urgent matters, as this line is reserved for emergencies only. We appreciate your prompt response to this petition.

Hello, my name is Louie A. I recently ordered services from AT&T which included Direct TV installation that went well. The issue I'm facing is with the hotspot router I received. When I called on 02.04.[redacted] to activate it, I was transferred multiple times and encountered a rude representative named ANN who accused me of stealing the router. She refused to transfer me to a supervisor and suggested I take it to a local AT&T store with proof of identity. On 02.05.[redacted], I called again to inquire about returning the hot spot router and canceling my internet service. Once more, I faced difficulties and was told to drop off the router at a UPS store without receiving a refund of $10.25. I am looking to cancel my internet service, return the router, and be refunded the $10.25. I also request to speak with a higher manager. Thank you for your assistance.

Hello, this is Pam Green calling. I have been a customer of AT&T since [redacted] when I joined in Missouri. Recently, I had a disappointing experience with the iPhone XS Max I purchased through the AT&T Next program at the Topeka, Kansas store. I have been loyal to the iPhone, upgrading every year or two, and this has been my most expensive purchase, which makes the issues even more frustrating for me. I noticed crackling noises during calls on both the speaker and earpiece from the beginning. After exchanging the phone once at the Topeka store, the problem persisted. Despite a visit to the Apple Store in Leawood, Kansas, the issue was not resolved, leaving me with a phone that does not meet my expectations for a $[redacted] device. As a now-unemployed 67-year-old, it is disheartening to struggle with a faulty device while still facing the burden of a monthly bill. I hope to find a solution soon. Thank you.

Today around 4:30, my mother had a service interruption due to Brad in her neighborhood. Despite explaining the issue, her phone service is still not working. The scheduled appointment to fix this is on Sunday morning, which was not caused by her. AT&T's lack of responsibility for issues they create is unacceptable. Dealing with Earl Warren at 10:34 and his supposed supervisor, Glenn at 11:08, was frustrating as they couldn't expedite service. I need my mother's phone, number [redacted], fixed by the company ASAP.

For the past two weeks, my home phone and internet services have been down. Despite speaking with eight customer service and technical support agents, the issue remains unresolved. Service was promised to be reinstated by yesterday, February 10, but no progress has been made. This situation is intolerable, impacting my work and causing financial loss as I cannot use my computer. Additionally, I am being charged for services that are not being provided, which is frustrating. I plan to escalate my complaint to the FCC and local Atlanta news stations. The account number associated with the services is [redacted].

I have a contract with Direct T.V. until March 14, [redacted]. My monthly bill is typically around $67.00. This month, the bill is showing an incorrect amount of $[redacted].44. I have spoken with three different individuals, but none were able to assist me. The last representative, Andy, informed me that they recently changed the price, which is unacceptable during a 2-year contract. As a loyal customer, I am extremely disappointed with the pricing changes. If this issue is not resolved promptly, I will have to cancel my phone and Direct T.V. services. Please address this matter as soon as possible.

In December [redacted], my AT&T Netgear [redacted] modem stopped working, leading me to seek help from AT&T Tech Support. Advised to buy a replacement in-store, I purchased a new modem on Dec 30, [redacted]. Unfortunately, on Feb 8, [redacted], my internet went out again, and upon contacting AT&T Tech Support, it was determined that the modem was defective under warranty. Attempting to exchange it, I visited the AT&T store in Shreveport on Youree Drive on Feb 10, [redacted]. I was met with resistance as the staff claimed a 14-day return policy, despite the modem being only a month old. Despite having proof of purchase on my phone, including the store location, the staff refused to assist, leaving me frustrated and out of $[redacted]. Following this negative experience, I opted to order a replacement modem from AT&T Tech Support. However, I am seeking guidance on how to secure a refund for the defective modem.

For the past two months, I have been experiencing terrible reception issues with my AT&T cell phone service. Calls frequently cut in and out, resulting in poor sound quality like being underwater or in a tunnel. I have attempted troubleshooting by removing the phone case and adjusting settings without any success. Despite purchasing a new iPhone XR on 12/15/18 from the AT&T store at [redacted] Dixie Highway, Louisville, Kentucky, the problems persist. When contacting AT&T for assistance multiple times between 01/01/19 and 01/19/19, they were unhelpful, blaming Apple instead. After having Apple inspect the phone, no issues were found, and even a replacement iPhone did not resolve the reception problems. Seeking help at the same AT&T store on 2/9/19, I was met with a dismissive attitude from an employee named Daniel, who suggested I switch providers. Despite trying to contact the supposed "office of the AT&T president" at [redacted], I received no assistance. When attempting to inquire about receiving credit for the inadequate service, I was directed back and forth between billing, tech support, and customer service without a resolution.

I was charged for 2 international day passes even though I did not use my phone abroad. I had informed customer service prior to the cruise that I only needed the basic package. Unfortunately, the first U.S. representative did not provide clear instructions on how to manage my data usage. Despite not accessing the internet, [redacted] mg of data was consumed without my knowledge. It took speaking to 3 international representatives before someone finally explained the necessary steps to avoid extra charges. However, when I contacted customer service upon receiving my bill, the representatives, Kole and Shawn Hall, were unhelpful. They were adamant about not issuing a refund for the unused days of the international pass. I only used 80 mg of data and received a measly $25 credit for it. This lack of transparency and unhelpful attitude from your team has left me frustrated. I am considering taking my business elsewhere if this matter is not resolved satisfactorily. I would like a refund for the 2 unused international day passes and an additional $25 for the data overage. If you are unable to assist, please provide me with the contact information for the CEO responsible for wireless or customer service. Thank you.

January 29, [redacted] Ms. E. H. [redacted] [redacted] Tina Court Huber Heights, OH [redacted] RE: AT&T/DirecTV Complaint Regarding Double Billing, Overcharging, and Intimidation To Whom It May Concern: In January, I received threats from AT&T/DirecTV claiming unpaid bills from November, December, and January, totaling $[redacted]. This was surprising as I manage my payments diligently and did not recall missing three consecutive months. Despite using a duplicate check system, AT&T/DirecTV customer service aggressively demanded immediate payment, citing missing payments in November and December [redacted]. Upon reviewing my records, I found all payments were made, including checks dated July, August, November, and amounts totaling $[redacted]. The inclusion of January charges was premature as the bill wasn't due until mid-February [redacted]. Your support in resolving this issue is appreciated. Sincerely, E. H.

I received a bill this month for double the amount, claiming I missed last month's payment, but I have proof of payment with check #[redacted] for $[redacted]. Our agreed-upon monthly balance. The current bill shows we owe $[redacted].39, including an inexplicable $2.39 addition. Despite this, phone and chat support are unavailable until payment, which seems odd. I'm frustrated as a long-time customer unable to resolve this billing discrepancy due to the lack of direct contact options. Please contact me at [redacted] or [redacted]. We have been loyal customers for over 8 years and only encountered price hikes, but since our return, issues persist. It's baffling that a company doesn't offer live customer support for problem-solving. I have attempted various methods to reach a person without success, only encountering automated responses demanding bank information I'm not comfortable providing after already sending the check. Our Account # is [redacted]27. Thank you, Ronnie M.

On February 2, [redacted], I switched 2 lines from Verizon to AT&T with compatible, unlocked devices. However, after 24 hours, my Note 8 was blocked from the network, showing an error message indicating a blacklist issue on the IMEI. Despite contacting both AT&T and Verizon, creating multiple cases and speaking with numerous departments, including managers, financial, fraud, and tech support, I have been unable to resolve the situation. I cannot use my phone for 11 days now, and the customer service I've received from AT&T has been disappointing, with several dropped calls and no clear solution provided. I am frustrated and seeking assistance to either remove the block or find a resolution, as my current account requires full payment upfront for a new device, even though I recently paid full price for this one. Despite my calm demeanor, the lack of progress and disconnects in calls have left me exasperated. I would appreciate a prompt response via phone or email regarding this urgent matter. Thank you, D.Richey

I recently experienced a flood in my apartment bedroom, resulting in my cable wires being disconnected and left in a mess on my dining room table by the restoration team. Despite scheduling an appointment for reconnection between 5-8 yesterday, no one arrived or communicated any delays. After multiple calls, I escalated the matter to a supervisor who rescheduled the appointment for Friday between 2-4. I am dissatisfied with the service and believe someone should visit today to resolve the issue promptly. Kindly assist in expediting the process. Thank you.

On January 26, [redacted], I phoned to cancel my bundled internet and Directv services effective 2/1/19. During the call, I was given instructions on how to return the equipment. I returned everything to the UPS Store on 2/2/19 as advised. To my surprise, I recently received a bill from Directv. When I contacted them, the customer service representative was rude and claimed I should have called Directv separately. I explained that I was told my initial call would cancel both services, but they insisted I pay. This situation seems like a scheme to exploit customers, especially since both companies are under the same umbrella. I strongly believe that any charges from Directv should be waived. - Jay & Patti A. Acct No [redacted]

Subject: Payment Discrepancy - Account Closure Dear AT&T, I am writing to address a discrepancy in my final bill. I have mailed a check with the amount of $[redacted].16, which should cover the remaining balance after closing my account on 1/11/19. I have conversed with Jessica, Angela, and other representatives about this matter. Kindly confirm the receipt of my check #[redacted] for $[redacted].16 as full payment. Additionally, I have attached the bill for your convenience. For further correspondence, please use this email to reach me. Thank you, Nina Eklof

I am experiencing an ongoing issue with my account. On January 31, [redacted], I added two new lines to the account. Since then, I have faced multiple problems. Despite contacting customer service several times, I have been continuously transferred to different departments. The representatives I interacted with have been friendly, but none have been able to assist me effectively. Today, after being on hold for an hour without any check-ins on the call, I spent an additional two hours on the phone without a resolution. I was promised a supervisor would call back within 30 minutes, but it has now been an hour, and I have not received any callback. I am extremely frustrated and do not know what steps to take next. One of our phone lines is not functioning, and the root cause remains unidentified. I urgently require a resolution. The account is under my dad's name, and I am listed as an authorized user. Thank you for your assistance.

On Friday, February 8th, I discovered my landline, also used for fax, was not working. I contacted AT&T for assistance. Instead of repairing the line, a technician arrived on Monday to replace my modem with a newer one. The technician mentioned a pending disconnection order for my landline, which I never requested. Despite explaining this through four phone calls, I was informed that my phone number, which I've had for 45 years, was taken away. After requesting to speak with a supervisor, someone promised to work on reconnecting my phone and returning my original number. However, I have yet to receive an update call as promised on Thursday. Today marks one week without a landline. When I called this afternoon, a customer service representative mentioned the notes were confusing, and I was advised to call back on Monday for resolution. I am eager to have my phone line reinstated with my longstanding number.