AT&T Customer Service Issues

Hello, My son and I have been loyal customers of the mobile phone department since [redacted]. We recently spoke to Jessica in customer service on January 22nd about our bill being higher than expected. During the 35-minute conversation, she suggested making adjustments to our account to save us money and offer unlimited data. After discussing new phones, we decided not to add them, but our bill increased by $55 due to proration in the middle of our billing cycle. Despite speaking to multiple associates and supervisors, including explaining the recorded conversation with Jessica, no one has honored the agreement. Frustrated with the lack of resolution, we are considering switching to Verizon if this issue remains unresolved. Best, Malynda J. E. [redacted]

Upon waking, I noticed a sudden issue with my cable connection. Despite my attempts to fix it by placing a rock near the black box and performing a ritual with a feather, the problem persists. As a member of the resilient clan, I seek a specific solution by requesting the assistance of a well-nourished woman to aid in restoring the magic box's function. This woman should be prepared for a prolonged engagement to appease the higher powers. I eagerly anticipate the arrival of the woman who holds the key to rejuvenating the magic within the box. Thank you for your understanding and support in this matter. - Robert

I am Patricia Chambers, authorized to handle changes on our DirecTV account under my husband Dale Chambers. Despite being loyal customers for 19 years, I struggled to secure a lasting better pricing deal. After failed negotiations and account raises, attempting to cancel led to issues resetting the passcode. Even with my husband on the line, a discrepancy about his name hindered account modifications until a friendly representative intervened, helping us set a new passcode but unable to lower the cost. Despite canceling, the return equipment process faced complications as the promised shipping boxes never arrived, leading to unnecessary inconveniences and multiple calls. It was only then, during the cancellation process, that a significant deal was offered, raising the question of why such an offer wasn't made earlier when I was attempting to keep the account. The return process involved a long drive to a UPS store, highlighting the need for better training for your representatives.

On December 9, [redacted], I transferred my ATT phone number to Verizon due to personal reasons out of my control, coinciding with the end of my iPad contract. In January, I received a bill for $60.48 and contacted ATT on January 15 to inquire about the charges with my phone number now with Verizon. Despite multiple attempts to reset my passcode over the phone, I was unable to do so and had to visit an ATT store on February 17 with two forms of ID. At the store, they were able to reset my passcode but advised me to call ATT regarding my bill. During two calls to ATT on the same day, lasting over an hour each, I was informed that since I hadn't canceled the tablet service, I was still being billed. One agent offered to waive the last month's charge but I declined. After subsequent calls, I was told the offer was no longer available, and I would now have to pay the full amount and late fees. I've been a longtime customer of ATT and regret not canceling the tablet service promptly. I'm requesting the entire bill be waived considering the circumstances. Thank you for your understanding. Sincerely, Jerryl J.

I have been a customer with AT&T for quite a few years; however, lately, I have not been pleased. I own a Samsung Galaxy S9+. Unfortunately, the latest software update has made my phone practically worthless. The purple background that appears on almost every screen is unappealing. Editing contacts has become impossible as the yellow lettering on a white background makes it difficult to view. I am extremely frustrated with these color schemes. Additionally, I am seeking assistance on how to uninstall BING from my phone. These issues have made me a very unhappy customer. Signed, Not a Very Happy Customer Darren Taylor

I have been a customer of your service for over 6 months, and it has been a terrible experience. Initially, when I signed up, you created two accounts in my name, resulting in my service being turned off twice before rectifying the issue. I was also incorrectly charged a late fee that I never received back. Despite numerous calls to address these problems, they remain unresolved. Additionally, my internet service has not been working since the beginning, with multiple technicians sent out without a resolution. I spoke to a "Supervisor" who offered to credit me for two months of late fees, but only gave me $5.37, which does not match two months of fees. The only thing working properly is my TV service. I am considering leaving your service due to these ongoing issues, especially considering the impact on my credit. I wish to resolve these matters before making a decision. Thank you.

I spoke with Jesus from Customer Loyalty on January 21st, and he informed me that my upcoming bills for TV (U-verse [redacted]), Internet, and Phone would total $[redacted].84, including taxes and fees. However, to my surprise, my next bill now shows $[redacted].78. Upon contacting customer service to address this discrepancy, I was told that the system was updating and they could not access my account, promising a call back in an hour. This issue of the system being "updating" also occurred when I called in January. Is it common practice for AT&T to update their systems during regular operating hours, leaving customers without assistance? I request AT&T to rectify this situation by honoring the originally quoted billing amount of $[redacted].84 before taxes and fees, without adding undisclosed fees. As the quality of service has not improved and is, in fact, deteriorating, I believe the billing amount should not be increasing.

On December 19, [redacted], I entered a sales contract to add a phone to my current line. The sales representative assured me over the phone that I had a 14-day window to try out the phone, and if I didn't want it, I could return it within that period to avoid charges. The phone was shipped on December 20, [redacted], and supposedly activated without my knowledge that same day. When I received it on December 21, [redacted], I realized it was not the right phone. I promptly returned it on December 22, [redacted], following all the instructions provided. However, the phone was still activated, resulting in $[redacted] in fees. Despite my efforts, the warehouse did not process the return, and now I am facing threats of being sent to collections. After being an AT&T customer for nearly a decade, this level of customer service is unacceptable. I feel deceived and scammed by the company. It's disappointing to see how poorly customers are treated in this situation.

I recently requested a service transfer to my new address. I was supposed to receive the same services for $40 with no contract. A technician was scheduled to install on February 14th, but didn't show up. My account got cancelled without authorization. When I inquired, they apologized, but said they couldn't honor the original terms because I was no longer considered a loyal customer. I find it unreasonable that I have to face consequences for their errors. Despite multiple attempts to resolve this issue, I've had no success due to constant transfers. I'm seeking a resolution to reinstate my services at the agreed price and terms if the technician had shown up as planned. Your assistance in resolving this matter would be greatly appreciated.

In June [redacted], I switched my internet service from personal account [redacted]81 to business account [redacted]69. During the installation, the service provider exchanged the old equipment for new equipment. I was assured that the personal account was cancelled at that time. In January [redacted], my internet service was unexpectedly terminated due to an unpaid bill. It came to my attention that I had been mistakenly paying for the cancelled account since June [redacted] even though there was no activity on the account. Despite numerous phone calls and visits to the store over the past six weeks, the issue remains unresolved. I noticed my latest business account bill has increased by $39, compared to my previous charges. I am seeking a full refund of the approximately $[redacted] I overpaid and a return to my previous rate of $40 for the business service. As a loyal customer of AT&T for 15 years, I expect a prompt resolution within 5 days, or I will be forced to escalate the matter further.

I have been trying to transfer an account into my name multiple times without success. Despite each attempt, AT&T claims it hasn't gone through. Experian's credit check reflects otherwise, showing that they have performed a check each time. These repeated credit checks are impacting my credit score, which I'd like to avoid. I urgently require the account to be under my name as of today. AT&T must finalize the account transfer promptly.

Hello, I need assistance with a Wireless Internet Device I bought that was supposed to have Unlimited Data with no extra charges. However, I received a $2,[redacted] bill in January, which shocked me. I contacted ATT Customer Support, and they promised to escalate the issue to the ATT Elite Group in Chicago. They were supposed to respond within 7 Work Days, but when I followed up on the 8th day, there was no update. They asked for a case number, which I never received initially. After escalating again, I was given case number CM[redacted]7_139213. They indicated the issue would be resolved by Feb 18th, [redacted], but when I called on Feb 19th, it was still unresolved. After disconnecting the unit, I noticed another charge of $[redacted].00. Please assist me with this matter.

I want to address my concerns regarding my account no. [redacted]06 and this month's bill, which was issued on Jan. 31, [redacted], with a due date of Feb. 22, [redacted]. I had canceled my internet and telephone services on Jan. 3, [redacted], and had an agreement with AT&T customer service regarding the charges: - Account Charges (late fee) and TV charges are $0.00 as agreed upon. - Internet charges are $40.00 per month, as agreed upon during the cancellation. - Phone charges were adjusted in the last bill and are not applicable to this complaint. I am being asked to pay $[redacted].32 by AT&T due to their error, with a promise of a credit on the next bill, but being retired and on a fixed income, I cannot afford to pay the extra $[redacted].00 that I do not owe. This billing practice seems fraudulent to me. If needed, you can contact me at [redacted] or [redacted]. Your prompt attention to this matter is appreciated. Thank you.

Account No. [redacted]06 I want to raise a concern about this month's bill with an issue date of January 31, [redacted], and a due date of February 22, [redacted]. I discontinued my internet and telephone services on January 3, [redacted]. I have previously spoken with customer service, and we reached the following agreements: - Account Charges: I owe $0.0 (previously discussed with AT&T customer service due to a late fee, which was the reason for the delay in payment on the last month's bill, if indeed it was late). - TV: I owe $0.0 (I canceled DirecTV on January 3, previously agreed with AT&T customer service). - Internet: I owe $40.00 (Upon canceling DirecTV and phone services, I agreed to pay $40.00/month since I have AT&T cell phone service. This was discussed and agreed upon over the phone with AT&T customer service, and you can verify this from your recordings. I am willing to only pay $40.00/month). - Phone: This was an adjustment for the last bill and is not applicable to this complaint. On this bill, I owe a total of $40.00 + tax. AT&T is requesting me to pay $[redacted].32 for their error, promising to credit my account on the next bill. As a retired individual on a fixed income, I cannot afford to give AT&T an extra $[redacted].00 that I require for my living expenses. This billing discrepancy seems deceptive to me. Although I am open to resolving this matter reasonably, I am not willing to pay an additional $[redacted].00 that is unjustified. You can reach me via email at [redacted] or phone at [redacted]. Thank you, R. Lemmons

My contract was set to end on February 27, [redacted], and since January, I made multiple calls to confirm no surprise charges. Despite speaking with two different representatives on separate occasions, I was only informed of an additional $37 charge when I called to cancel. This charge was due to the billing cycle not ending until the 3rd of the month. After being a customer for over 9 years, I am disappointed with this situation. I called to dispute the charge, but encountered difficulty as I spoke with different representatives who did not resolve the issue. This experience has led me to consider going without internet rather than dealing with this frustration.

I have been a customer with ATT Uverse for TV and Internet for 3 years. However, due to service issues, I canceled last year in July [redacted] and switched to Direct TV. Since then, I have been consistently double charged every month. Despite numerous calls and escalations to supervisors and a "special" department, the issue persists. I am frustrated and disappointed with AT&T's inability to resolve this problem after 6 months, as it requires me to spend time every month adjusting my bill. The Direct TV account number is [redacted], and the AT&T account number is [redacted]07. I am incredibly dissatisfied with the ongoing billing errors and lack of resolution.

Hello, I have been a loyal customer for several years, always paying my bills on time, often early. I have been inquiring about upgrading to fiber optic internet in my area for the past year, but unfortunately, it is not available. Despite having four people in the house who heavily rely on streaming, I have consistently faced issues with the AT&T internet service. Subsequently, I made the decision to cancel both TV and internet services on February 4th, well before the billing cycle ending on the 28th. To my disappointment, I received a bill of $[redacted] for the month despite not receiving any service. The sudden change and lack of prior notice is confusing and frustrating. I attempted to address this matter with a representative, but it became evident that the focus was solely on the payment rather than resolving the issue of charging for a month with no service. This experience upon leaving the company has left me disheartened after years of being a customer. Despite being reassured that I was settled in terms of payments upon cancellation, the billing situation suggests otherwise. I had expressed my willingness to return if fiber optic became available in my area, but the current situation has led me to firmly decide against it and discourage others from the company due to unjust billing practices. Thank you, Lisa Arena

In January, I had a promotion on my Directv bill for the choice package at $42. When I called to confirm the charge for February, I was assured the promotion was valid, but received a bill for $90 instead. Despite speaking with multiple representatives for two hours, I only managed to lower the bill to $52 instead of the $90 I was charged. Even after being promised the issue was resolved, my bill is still showing as $90 due tomorrow. I fear being charged both amounts and incurring a late fee. The lack of clarity and conflicting information from your employees has been frustrating. I hope my bill can be corrected promptly, ideally allowing me to keep the choice package at the promotional rate. Looking ahead, I dread the potential complications in future bills and hope for a smoother resolution process moving forward.

I recently purchased a Samsung Galaxy S9 and along with it, an accessory bundle that included a Gadget Guard, Samsung S9 Incipio DualPro case, and a Wireless Fast Charging Pad Plus. Unfortunately, the Gadget Guard bubbled up on my phone, so I requested a replacement. The manager at the store mentioned they couldn't provide me with a new guard for a while and when I asked for a refund, they only refunded me $12.39 instead of the $39.99 or $54.99 as shown on the receipt. The staff's explanation was that the gadget guard was a discounted item, but this was not specified on the receipt. Although it's not a significant amount of money, I feel deceived and dissatisfied with the service at the Hatfield [redacted] store. I have been a loyal AT&T customer for a long time, but this experience has left me extremely disappointed.

On February 12, [redacted], I had three TV and internet installations scheduled. On Friday, February 15, one receiver was missing. I spoke with a representative who assured me that it would be delivered within two days. After not receiving it, I was given assurance on Tuesday, February 19, that it would be shipped and delivered by 5 p.m. on the same day. However, as of Wednesday, February 20, I still have not received the receiver. I expressed my frustration and requested to speak with a supervisor or manager, which took nearly an hour to arrange. The manager explained that the delay was due to a shortage, information the previous representatives should have provided initially. Now I have to wait until February 22 for a technician to assess the issue. I find it concerning that the company has staff who lack communication skills. I challenged a nearly $[redacted] charge to determine if the problem is AT&T's fault, considering I have only had the receiver for three days. I also requested a prorated bill and compensation for the misinformation regarding the shipping and delivery dates, as it will leave me without a main television for a week. This experience with AT&T is very disappointing.