AT&T Customer Service Issues

I have been paying my bill online for years. Today, when trying to pay, I encountered an issue stating I needed to sync my phone. At the first AT&T store, an employee talked down to me. The second store's employee was helpful, setting me up for a tech callback. The tech informed me that my account isn't registered with AT&T and needs to be set up. After attempting this, the sync phone error persists. I inquired about how my account became unregistered, but the tech couldn't provide an answer. I am a long-time customer and never miss payments. I would like to know what happened to my account and why this issue occurred. Can someone please clarify? - C. Cooper

Yesterday, on Thursday, February 28th, I had a terrible experience with AT&T. I applied for a new wireless account with 3 lines at 9 am. After being approved and paying a deposit, I was promised a quick pickup at the store. However, the order never came through and I faced various conflicting messages. Despite paying a $[redacted] deposit, the customer service agent claimed it was $[redacted] and then abruptly ended the call. Later, my order got canceled without any explanation. This treatment of a new customer is unacceptable. I am a business owner who relies on my phone for work. I expected good service and phones and received none of that. To make matters worse, I haven't received my $[redacted] refund as of 9:07 pm on Friday, March 1st.

Two weeks ago, I contacted Direct TV to revert to our original package, unchanged for years. The representative proposed a free upgrade to Genie boxes, set for April. A technician, Stefan, installed them but we've encountered issues. I called three times without a solution. The system freezes during closed captioning, vital for my hearing-impaired veteran husband. Despite requesting hard boxes, Direct TV wants to charge $[redacted] each for replacements. This is unacceptable, paying for faulty equipment. I demand a fix without extra charges. Howell Freeman, Jr. [redacted]

I recently experienced a bait-and-switch scenario at one of your local AT&T stores when I signed up for Direct TV on 2/20/19. Misinformation was provided, and it has led me to seek involvement in the Class Action Lawsuit against AT&T. I have reached out to Arkansas Attorney General, Leslie Rutledge, who I have a personal connection with in her office. Due to the deceptive practices of your store associates, I am canceling my Direct TV contract and requesting the ETF be waived. My Direct TV account number is [redacted]38. Despite being a long-time AT&T customer, I am now exploring other service providers due to this troubling experience. I plan to follow up with the Arkansas AG on Monday to provide more information and seek their assistance. My AT&T account number is [redacted]09.

Account [redacted]85: In late October [redacted] (around 10/26/18), a technician visited my home, but I canceled the AT&T and DirecTV order on that day. However, in November, funds were withdrawn from my account. After contacting AT&T and having someone verify that I did not have their services, I had to reach out to AT&T again to retrieve the deducted funds, which was successful. Despite resolving this, I am continually receiving demands for payment for services I do not use, and I have received a letter regarding returning equipment, although I do not possess any. I want my account corrected, and the erroneous charges removed promptly. It is frustrating to be billed for services I do not have, and I request this to cease immediately.

I attempted to order an upgraded phone through the mobile app, but it was unsuccessful. I then called in to place the order and was told to be home between 12-2 pm with my government-issued ID. Despite taking the day off, the phone did not arrive as expected, and upon checking my order status, I found out it was scheduled for delivery four days later. When I called to verify, I encountered difficulties understanding the representative due to her accent and muffled voice. She was rude and unhelpful, eventually hanging up on me without resolving the issue. Frustrated, I decided to cancel my order, which took a long time and was met with further rudeness from another representative. The whole experience lasted for hours, and I am disappointed with AT&T's poor customer service. Considering my past experience with DirecTV and the high monthly costs I incur, I have decided to switch providers and take my business elsewhere.

I opened a prepaid account in Rochester, New Hampshire, at an AT&T store with an eSIM in mid-February for our trip to the US Virgin Island of St. John later that month. I paid for an $85 plan. The number in the account was [redacted]. Upon arrival on the island, I encountered the error message "Cannot activate cellular data network." After seeking assistance from AT&T tech support and visiting a local store in St. Thomas, we set up a new account with a different number: [redacted]. Despite these efforts, the issue persisted. Apple support was also contacted with no resolution. Subsequent calls to AT&T over a week of my vacation led to no concrete solutions despite assurances of callbacks. Frustrated with the lack of data service, I requested a refund after spending over $[redacted], only to be offered $60 in credit. The unsatisfactory customer service experience prompts me to share my ordeal on social media to caution others about AT&T prepaid. A full refund to the original payment method is the only acceptable resolution. Regards, Cate N. Poole

I am currently on the $85 prepaid, unlimited, premium monthly plan using an LG Phoenix 4. Previously, I was satisfied with the $45 plan I used for two years which included a hotspot feature. Unfortunately, I was not informed that the new plan did not include this feature, resulting in me having to pay nearly double the price for it now. I rely on the hotspot at home, but since switching to the $85 plan, I have experienced difficulties with streaming. The buffering is so frequent that it interrupts the viewing experience, making it frustrating to use. Even after making a manual payment for my plan two days early this month, the hotspot is virtually non-functional due to excessive buffering. I would like a resolution by either receiving two months of completely free and unlimited hotspot data without a 10GB cap or a full refund for this month's $85 plan while retaining the service. It is crucial for AT&T to address and fix these hotspot issues promptly to improve customer experience. Thank you, K.W.

I suspect I may have fallen victim to a scheme reminiscent of the Wells Fargo scandal, where employees created unauthorized accounts. When I reached out to ATT loyalty department to explore a Verizon offer for my wireless service, the representative guided me through the details. Although I was assured my plan would only increase by $5 monthly for upgrades and discounts, my bill actually went up by $60 monthly. After two more calls, my original plan and bill were supposedly reinstated, but now I'm locked into a two-year contract without any benefits. I request a review of the conversations and that the promised benefits be honored: unlimited talk, text, and data for no more than $[redacted] monthly, inclusive of all charges.

I recently moved from Louisiana to South Carolina and settled in a neighborhood that prohibits satellite dishes per the HOA rules. Initially, I was informed by directtv that their service was unavailable without a dish, leading me to cancel both direct tv and AT&T internet. However, after discovering my neighbor still uses direct tv, I contacted Charter to set up their services instead. Upon this revelation, I decided to delay my installation with Charter until I could further investigate how my neighbor managed to have direct tv. I then contacted AT&T to reverse my cancellation request. During a lengthy 1 hour and 34-minute conversation, I was informed that I could be charged cancellation fees unless I accepted a new 12-month contract. The experience left me questioning the customer service standards of the company. I would appreciate discussing this matter further to address the treatment I received. Feel free to reach me at [redacted]. Thank you. -J. Prentice

A door-to-door AT&T representative visited me to discuss their services. He explained everything thoroughly and answered my questions. Despite my request to consult with my husband, he tried to sign me up for services for the following week. I expressed that I needed to speak with my husband first. He respected this and offered to return to address any concerns. Although I declined a credit check due to credit-building efforts, he requested my driver's license for verification, which I provided. Shortly after he left, I discovered a new unauthorized hard inquiry on my credit report. I did not authorize this and seek to have it resolved promptly.

My daughter surprised me with a new phone, but after 4 days, I discovered it wasn't new. When I downloaded a game, it welcomed someone else by name. Despite contacting AT&T, no resolution was provided. After visiting the Apple store, it was mentioned that the accessories did not match the phone. AT&T charged $[redacted] to my credit card, promising a new phone and accessories. The phone I received, supposedly new, was previously used and came without any accessories or proper packaging. I'm disappointed and frustrated as I feel like my daughter and I have been deceived. I want to return both phones and receive a refund for this unacceptable situation.

I am a new customer and have been using the service for 3 months, paying for each month. However, AT&T is now charging me $67.98 for a month that I already paid for. After contacting them, they asked me to pay Direct TV for the same amount, which I did, totaling $[redacted]. Despite this, I keep receiving bills for $67.98. I have called three times and spent hours on the phone, but the issue persists. I received another bill today for the same amount. Please resolve this matter and restore my trust in your company.

To Whom It May Concern, I have been an AT&T customer for over 17 years. In December, my husband and I upgraded to iPhone 7s at a promotional rate. Despite a seemingly smooth transition at the store where our information was transferred, upon leaving, I realized I couldn't hear calls on my new phone. After multiple visits to different stores, it was determined my phone was defective. Following numerous phone calls, AT&T sent me a loaner Galaxy phone, despite my initial purchase of an iPhone 7. The loaner phone's call quality was poor, rendering it useless to me, especially given my medical issues that require me to have a reliable phone for emergencies. I have been battling this issue since early December, with promises of an iPhone 8 as compensation that seem to have conveniently disappeared from records. Despite being a long-time loyal customer, the lack of resolution or proper assistance from AT&T is disheartening. I urge you to review the transcripts and calls made to understand the gravity of the situation. It's disappointing to see AT&T's apparent shift from customer care to profit-centric practices. I reiterate, I purchased an iPhone 7 and request a replacement as promised, an iPhone 8. Resolving this ordeal promptly would be greatly appreciated. Sincerely, K. Reynard

My spouse and I have been AT&T customers for a decade. Usually, our only issue has been the bill increase each year. However, this time, when we upgraded our phones after our contract expired, we were promised the same or a lower monthly fee, but were billed $25 more for the first month. After numerous calls and visits to the store, we were given the runaround and transferred between departments with no resolution. Eventually, after three months of persistence, I managed to chat online with someone who adjusted our data plan and applied a $20 loyalty discount. Although I was hesitant to switch plans, it seemed like our only option. Yet, when the next bill arrived, it was only $5 cheaper. More calls ensued, with one representative claiming the discount would take three billing cycles to apply due to their system limitation. The lack of managerial assistance and constant dead ends led me to realize that AT&T's customer service has declined. After this contract ends, I will not be renewing with them. The current situation with high fees and poor service is disappointing and concerning for the future of corporate businesses in America.

Hello, my name is Jennifer S. I recently switched my cable service from another provider to At&t around 1/11/[redacted]. During the installation, a tech (name unknown) provided his contact number as [redacted]. The At&t salesperson who convinced me to switch from Sprint promised various benefits like a free leased phone for switching both my lines to At&t. I was assured that At&t would cover the remaining balance with Sprint, resulting in cheaper monthly bills. I submitted all required documents for gift cards to pay off my Sprint account on 1/27/[redacted], but I have not received anything yet. The tracking numbers are [redacted]97 & [redacted]98. When I called At&t today, I was informed that they cannot honor the promised benefits as they have expired. I regret switching to At&t and feel deceived. I urgently need the promised Visa cards to settle my Sprint account to avoid negative credit reporting. Your prompt assistance is appreciated. Thank you. Jennifer S. [redacted]

I have been attempting to have Fixed Internet installed at my new home with my wife for the past three weeks, but our appointment has been canceled every time. We scheduled our initial appointment on February 10th, and today marks the third rescheduling. My mom, on the other hand, set up an appointment a week after us and hers was installed yesterday. This process is quite confusing and frustrating for us. We reached out last week to no avail. I believe my wife is currently on the phone addressing the issue. Our options are limited in our rural area, so this delay is concerning. We are perplexed by the situation and hope for a resolution soon. The account is under my wife's name, Simone H.

I have been attempting to cancel my Direct TV account since January 31, [redacted]. The account number is [redacted]79. Despite contacting customer service multiple times, receiving a cancellation number [redacted]A from Berna, returning the equipment on February 5 which was acknowledged by Direct TV, and being assured by Minoya, ID #MH882S, that no funds were due after the account closure, I unexpectedly received a bill on February 25 for $[redacted].69, including a previously told non-due $97.22, and a threat to disconnect service if not paid immediately. After further discussions with Mel, ID #ML739E, and Kent, ID #KK860H, totaling over three hours and involving six representatives across three countries, my account was eventually closed, and charges were credited back. Although Kent was able to resolve the issue, the extensive time and effort required to achieve this simple cancellation highlights the need for significant customer service improvements at AT&T. Customers should not face such obstacles, especially after maintaining an account for almost two decades.

I wish AT&T offered a broader selection of QWERTY phones. It's frustrating that the options are so limited. I've been requesting more choices on their forums for years without any response. When I try to set up my own unlocked QWERTY phone, AT&T technical support refuses to assist. AT&T should expand their QWERTY phone inventory and provide better support for setting up unlocked devices. Currently, trying to get an unlocked phone to work feels like a mystery. Additionally, AT&T should improve communication about network changes to ensure all customers are informed.

Hello, I recently purchased a home and arranged for an AT&T technician to come and install our internet. The installation process seemed to go smoothly and I was present in the house the whole time. Later that evening, I noticed that my business cell phone was missing from the kitchen counter where the technician was working. I was alarmed to discover that it had been stolen by the AT&T technician. No one else was in the house that day, and when I checked Find my iPhone, it showed the phone was 40 minutes away from my location. After involving the police, we discovered that the phone had been sold to a man at a Burger King by the same technician, Maurice. I eventually retrieved the phone 5 days later. I am requesting, at minimum, to have my installation fee waived. Additionally, a gift card as a gesture of goodwill would be appreciated considering the inconvenience and distress caused by this incident. It was certainly not an ideal way to begin my residency in my new home. I look forward to hearing how you plan to address this matter. Thank you. Amy N.