AT&T Customer Service Issues

I am consistently receiving emails from your company about relocating an account to a new address. The dates provided are not relevant to me as I reside and work in the UK and have no association with the locations mentioned. Despite forwarding these emails to [redacted], the issue persists. Please delete my email from your system to cease these irrelevant communications. An email confirmation verifying the removal of my email address from your database and the discontinuation of further emails would be appreciated.

On December 28, [redacted], we transferred 4 phones to AT&T from Verizon. The sales representative, Chad M., visited our home and switched the SIM cards on our existing phones. He advised us to hold off on buying new phones until the BOGO promotion. However, when I inquired about the BOGO offer, I was informed it only applies to new phones, contrary to what Mr. M. had indicated. This wasn't the only issue with his service. Despite assuring good reception in St. Cloud, FL, my daughter experienced poor signal at home. When I raised this with Mr. M., he acknowledged the coverage issue. He also mentioned the first bill would be slightly higher due to billing cycle overlap, but it turned out to be more than double. Additionally, he claimed to have applied discounts for paperless billing and autopay, but customer service revealed these were never set up, causing me to miss out on 2 months of discounts. I've tried reaching out to Mr. M. via text but have yet to receive a response.

I am deeply concerned about account #[redacted]54. I ended my service with AT&T due to recurring billing issues with international usage. Despite multiple attempts to resolve the problem over the phone, I continued to receive unexpected charges on my bills. I eventually switched to T Mobile, only to receive a bill from AT&T for tablet service weeks later, which I had explicitly canceled. Upon receiving a letter with unidentified numbers on the account, I found charges for numbers I did not recognize, along with a disputed charge of $[redacted].36. I terminated my service with AT&T on December 3, [redacted], prior to my billing cycle ending, and feel it is unjust to still be billed for unwanted services. I never authorized moving services to a tablet with unfamiliar numbers and did not receive any communication post-termination. I am disappointed with the handling of my international charges, leading to my discontinuation with AT&T, and the subsequent unauthorized transfer of services to a tablet. I sincerely hope for a prompt resolution to this matter. Regards, Nadine E. H.

I am the account holder, Timothy S., and I had a conversation on 25 Feb [redacted] with Lisa from the Boise, ID location to resolve my issues with Direct TV. I decided to return to U verse [redacted]. Today, when inquiring about removing the satellite receiver from my roof, Natalie in Houston, TX mentioned it was mine to deal with. I wasn't satisfied with her response. I then questioned the new U verse charges which were quoted by Lisa at $63/month but told by Natalie to contact ATT online. I am seeking to ensure that my bill for the next year reflects the $63/month rate as promised by Lisa and to have the receiver on my roof removed.

Hello, I am seeking assistance with an ongoing issue regarding my Unlimited and More Premium plan with included HBO. Despite being eligible for HBO, Directv has been charging me $17.99 per month for the past 6 months. I have followed up multiple times without resolution, and the recent bill indicates that I do not qualify without prior notice. While I do not frequently watch HBO, it is a welcomed perk if properly included. If I do not meet the criteria, I request a refund for the last 6 months. Conversely, if I qualify, a refund for the previous months would be appreciated in good faith. As a loyal customer of both AT&T and Directv for several years, dating back to the Cingular acquisition, I anticipate a prompt resolution to this matter. Clarity and transparency are crucial, as my previous plan qualified for free HBO without issues. I trust this can be addressed promptly to avoid considering changes to my subscriptions. Thank you for your attention, Jo O. [redacted] [redacted]

My autopay didn't process as expected. After receiving a notification from AT&T, I contacted customer service and had to pay the full $91 instead of the discounted amount with autopay. Surprisingly, autopay was still active. I had moved to the $85 plan specifically for the discount. The funds were available weeks before the payment was due. It's frustrating to lose my phone service and have to pay an additional $12 to reinstate it due to the payment not being withdrawn automatically.

Dear AT&T CEO, I have been a loyal AT&T customer for over 18 years, resisting better offers. Recently, my experience has been disappointing, feeling deceived by the disappearance of rolled-over minutes and the mix-up with the new iPhone 7. After receiving a 32GB instead of the promised 128GB, struggling to use it, and encountering unexpected charges, I returned it, paying a restocking fee. Later, when I ordered an iPhone 7 Plus and paid for it, a new 4-year contract requirement emerged without my knowledge. I feel unappreciated despite my long-term loyalty. I simply want a Samsung Galaxy S8 without monthly payments. Loyalty to me should matter, and I hope we can find a solution without me switching to another provider. Thank you, Deana Becklehimer-Dunbar

As a new customer, I recently lost my phone and needed to file an insurance claim but encountered issues. I was asked for a passcode that was never set up during account creation, and my email was not added to my profile. This prevented me from filing the claim and getting help due to an error on the company's part. I was directed to a store 26 miles away, which was inconvenient as I was left without a phone. Despite contacting several representatives and a supervisor, none were willing to assist me. I want to clarify that a passcode was never created on my account, and my email, my only point of access during the loss of my phone, was not listed on the account either. The situation, which is not my fault, was handled poorly, and the supervisor's attitude was dismissive and rude. As a new customer, I am disappointed with this treatment.

On January 13th and 14th, I was promised a $[redacted] Visa reward card to upgrade my TV service, but AT&T has failed to fulfill this offer. I have evidence of the offer in screenshots from my conversation and it is even documented on my monthly statement. Despite this, AT&T continues to deny me the promotion. After nearly two hours of being transferred to various supervisors across different departments, I received conflicting responses. Some acknowledged that the offer should be honored, while others from customer loyalty claimed it was a mistake and refused to honor it despite the written evidence. I am extremely disappointed with the way I was handled during this ordeal.

I have been a loyal AT&T customer for over 20 years with this family plan dating back to [redacted]. We have 4 smartphones, 3 bought in Dec [redacted], financed through AT&T. The plan provides 15GB shared data for the family monthly. Despite using it all due to my two teens, occasionally exceeding, I pay overage charges after clarifying with them. On Jan 7 during a skiing trip, we only sent a few texts; no heavy data use. Following day, AT&T bombarded us with 23 texts stating data overages and charging $15/GB, totaling $[redacted]. Despite our confusion and calls, they delayed resolution till the next billing cycle. Repetitive promises of callbacks and claims were empty. Each call led to defensive reps insisting the charges were valid, unacceptable. Unwillingness to credit the error makes me question their practices. The recent phone purchases coinciding with this raise suspicion. Charging 14GB extra in a day is outrageous. I demand a refund of the overage fees, additional charges waived, and interest compensated. Numerous calls since Jan 8 yielded no solution; contemplating a carrier switch.

I currently pay nearly $50 per month for basic telephone service with Caller ID. With less than 30 calls made monthly and using a prepaid card for long distance, I am considering switching to a digital service for cost savings. Although my cable provider offers similar services at a lower cost, I have valued the reliability of my landline during power outages. Unfortunately, since 5:00 a.m. on Sunday, Feb. 24, I have been without landline service. Testing revealed an issue with the line to the house, likely due to a recent wind storm that caused a power outage until 9:45 p.m. that day. As of 10:00 a.m. on Wednesday, Feb. 28, my service is still not restored, causing concern for family members who needed to contact me. - R. McMichael, Cleveland Heights, Ohio

I visited the store in October [redacted] to have a replacement screen protector installed. When I returned in January for another replacement, I was informed I didn't have one. This was shocking and upsetting. After providing proof of purchase from Bodyguardz, I was told to contact the store where the last one was applied. Despite initial obstacles and unhelpful behavior from some managers, Stephanie F. eventually stepped in to assist. However, I am still facing delays and issues. My phone remains cracked without the protector I paid $40 for. I hope to resolve this matter promptly. Please reach out to me at your earliest convenience. Thank you for your support. Conni A. [redacted] | [redacted] | [redacted]

I have been a DirecTV customer for 20 years, and I am experiencing challenges since the transition to AT&T. I have contacted local customer service five times regarding a billing discrepancy. My account number is [redacted]. Previously paying $74.99 per month, I received a bill for $95.99 on February 6th. Upon inquiry, I was informed of a $20 monthly charge that was no longer applicable. After discussing my intent to cancel with Roel from the Loyalty Department, I received an email on February 11th detailing a service downgrade and billing adjustments. However, a subsequent bill still requested $95.99 instead of the expected $36.46 as per the email. Despite assurances of a callback from a manager, none was received. Today, my payment is due, and I aim to settle the amount stated in the Service Summary ($36.49), not the incorrect $95.99 bill.Visiting an AT&T store in Goodyear, AZ did not provide a resolution. The situation is increasingly frustrating, leading me to consider discontinuing my DirecTV service.

I have been trying for two days and approximately two hours to switch my landline/analog phone from vacation hold to my regular service. Despite speaking with multiple representatives, they were unable to assist me and had difficulty with English. One representative insisted on sending a repairman unnecessarily. After his visit, I was instructed to contact AT&T to restore service. This process has been extremely frustrating. I have expressed my frustration on Facebook, and now a social media representative is attempting to help. If this person is unable to resolve the issue, I am counting on another department member to assist me.

I reached out to AT&T today about the high overage fees on my device. After discussing with a representative, they recommended upgrading my data plan without mentioning the additional $[redacted] cost. Then, I was advised to cancel my current mifi, order a free phone, and use it as a hotspot on my unlimited plan. I made the order, paid the sales tax, and requested a same-day delivery. However, during the pickup, the process couldn't be completed, leaving me charged for a device I don't have. Now, I'm frustrated with the situation as I'm back to where I started.

I recently received a call from the number [redacted]. The caller claimed to be a representative of AT&T and Direct TV. When they began making inappropriate comments after I pretended to be an elderly person, I switched back to my normal voice and mentioned that I was recording the call and would contact the police. The caller quickly disconnected the call. It seemed like they were in a room with many people. Recognizing the accent as Filipino due to my time in the Far East, I investigated the number and found it belonged to a family. It appears scammers are utilizing innocent people's numbers. This has happened before, and I am eager for a trace to be placed on my landline to prevent such calls. I will seek assistance from the Redondo Beach police and also alert the L.A. Times.

AT&T Free Msg: A payment update has been applied to your account. You are now scheduled to pay $[redacted].85 by [redacted]-03-07. This arrangement was set up last week. However, I encountered difficulties with two agents and a supervisor in the chat function and now my account is suspended. Despite having funds available tomorrow, they insist on the full $[redacted] payment, ignoring the previous agreement. Frustrated by this situation, I explained that I can make the $[redacted].85 payment as planned, backed by the text message confirmation. Yet, they are refusing to adjust the auto payment. I urgently need my phone reactivated; this level of service is inappropriate.

I recently visited the store on 69th Street Upper Darby location to buy a phone, and the experience was awful and frightening. Despite standing for 10 minutes without acknowledgment, I eventually spoke to a sales representative named Jin. I was asked to pay a bill of $[redacted].41 before making a purchase. After paying, I was informed I couldn't get the phone due to a crack. Despite requesting a refund instead of a bill credit, the manager mentioned it was not possible and called the police, creating a scene. The police clarified it wasn't a police matter, leaving me embarrassed and confused. The company explained my refund must be processed at the store, but I was unsuccessful. This ordeal left me and my children shaken and scared, wondering why we were mistreated in this manner.

Dear Customer Service, Subject: Troubles with iPhone XS and Apple Watch 4 I have encountered extensive difficulties after purchasing the iPhone XS and Apple Watch 4 in November. My attempts to resolve the issues involved numerous phone calls with AT&T and Apple, as well as multiple visits to Apple and AT&T stores. The back-and-forth between the two companies has led to confusion and delays in finding solutions. Despite obtaining replacements, my current phone still faces issues, and the service remains inconsistent. I have sought clarity on whether the devices I received are brand new, without repair or refurbishment. Both Apple and AT&T have not provided satisfactory responses, leaving me uncertain about the quality of the products. I request written confirmation from AT&T that the devices are indeed new and not refurbished. Failing to do so, I anticipate a discounted rate reflecting the devices' condition. Furthermore, I seek a resolution to the account issues and an overall discount to compensate for the significant inconvenience and stress this situation has caused. A swift and comprehensive solution is greatly appreciated. Thank you for your attention to these matters. Sincerely, [Initials]

Dear AT&T, My husband and I have been satisfied customers since the days of Cingular, but we have encountered an issue with a recent charge on our phone's bill that has left us disappointed. Upon returning from a cruise to Cuba and Grand Cayman, my phone was unexpectedly blocked due to roaming charges totaling $[redacted]. Despite explaining that we did not knowingly use the phone for calls or data during the cruise, the customer service representative offered us a reduced fee of $[redacted], which we declined as we were unaware of these charges. This unexpected bill contradicts our past cruise experiences where we have not incurred such fees for taking pictures without purchasing a Wi-Fi package. When questioning the charges with Jennifer and Roy, we were met with skepticism and unhelpful responses, leaving us feeling frustrated. We are requesting that this charge be waived given our history as loyal customers who have always been cautious about avoiding additional fees while traveling. We hope for a resolution to this matter and appreciate your attention to our concerns. Sincerely, Michael and Rose Nykerk C [redacted]