AT&T Customer Service Issues

I recently had Direct TV and U-verse installed on December 5th and 6th. After the technician left, my TV began turning on and off intermittently, requiring resets. Despite reaching out to the tech, I received no response as he was on vacation. The subsequent technician I was referred to did not answer. After experiencing issues for two weeks, I contacted customer service and was informed of service call charges. Eventually, it was discovered that a line break caused the U-verse problem, which was fixed. Direct TV also had issues due to improperly installed wires. The subsequent bills were high, and despite multiple attempts to resolve the issue, the problem persisted. After numerous unsuccessful attempts to contact corporate for assistance, I decided to disconnect the service. I would appreciate a resolution to prevent any negative impact on my credit. Thank you, Deanna Smith.

Subject: Issue with AT&T Account In December [redacted], my partner and I visited the AT&T store to discuss switching from Verizon to AT&T to bundle our services. Unfortunately, the salesman erred by putting the account under our business name with the wrong address. After rectifying this, we were assured that after 60 days, we could convert the account to a personal one and keep all the credits and deals, including the buy one get one free offer. Now, upon reaching out after the 60 days, we were told that switching the account to personal would invalidate the buy one get one free deal. This contradicts what we were initially promised. We are frustrated with AT&T's service since switching from Verizon. If we cannot receive the originally agreed-upon deal and bundle our services, we are considering parting ways with a company that seems to prioritize profit over customer satisfaction.

I maintain two Direct TV accounts, one in Tucson, Arizona, our winter residence for nearly 15 years, and another in Westfield, Indiana, our summer residence for almost 6 years. I am writing to address a recent additional charge imposed by AT&T, the INACTIVE SERVICE FEE. This fee affects us as we switch between our Arizona and Indiana locations twice a year. Previously, Direct TV offered six months of no charge for inactive accounts, a key reason we initially chose their service. Since AT&T acquired Direct TV, we have noticed a pattern of added fees without clear benefits, despite our already high monthly bill exceeding $[redacted]. This shift is disappointing and differs from the customer-friendly approach Direct TV once had. Now that our two-year contracts with Direct TV have ended, I am considering exploring other service providers or reassessing our need for these services. Best, J & D Cox

I have been trying to get a refund since October when I went to the store. I've been put on hold for over two hours, disconnected, hung up on, and told different things by multiple AT&T representatives. This has caused me to go into overdraft once due to the unauthorized charges on my account. I've spoken with several customer service representatives including Acey, Roberta, Joel, Nathaniel, Ted, and Joselin, but the issue remains unresolved. I've even been in touch with a person named Fourth. The service provided by AT&T and Direct TV has been a huge disappointment. What was presented to me as a home WiFi solution turned out to be something entirely different, and now my family is hesitant to use it. To make matters worse, I have now received an offensive message from Acey Hollins. This whole experience has been extremely frustrating and disappointing.

For nearly three years, I have been misled and given false assurances by AT&T technicians through live chat. Despite numerous technician visits, extensive phone calls, and multiple conversations with AT&T managers, my slow internet connectivity persists, with frequent router errors. I was promised an upgrade to bonded internet due to the short distance of my lines, but after six months, no progress has been made. Despite being assured that my payment would be on hold until the issue was resolved, I was disconnected. It is unjust that I have been charged for a service I can't fully utilize and only received a nominal credit. The repeated technician no-shows have added to my frustration. As my financial situation has changed, this expensive yet inadequate service is no longer sustainable. I am still waiting for AT&T to address my complaints and respond to the evidence I submitted.

I initiated the process to enable Number Sync last Thursday. The experience has been frustrating, with lengthy attempts to resolve the issue. The lack of competence and effort shown by the customer support team is disappointing. It's currently 3:30 AM, and after spending another four hours trying to fix the problem, it remains unresolved. If this matter isn't sorted out by tomorrow, my satisfaction as a new ATT customer will diminish. I'm reaching out for assistance to prevent any further issues. Access to my chat conversations and account details is available upon request. While a phone call would be more efficient, I understand if email is preferred. Assistance in resolving this promptly would be greatly appreciated. Thank you. PT

I took part in the "Switcher offer" back in March [redacted], where it was promised that I would receive $[redacted] per line for switching to AT&T, trading in a phone, and purchasing a new device. I submitted our final T-Mobile bill of $[redacted].48 as requested. However, after 3 months, I received a notice from AT&T saying the bill format was incorrect, and they would not honor the payoff. I contacted AT&T customer service, but after 45 minutes on the phone, the representative apologized but couldn't resolve the issue. I am incredibly upset and disappointed with AT&T over what seems to be a scam. I have been a loyal customer since the days of Cingular, sticking with AT&T for over 20 years. Unfortunately, the unfulfilled rebate has left me contemplating switching to another service provider. -A. Ledbetter Address: [redacted] NW 17th Street, OKC, OK [redacted] Phone: [redacted]

I took part in the "Switcher Offer" in March [redacted] with my family. We were supposed to receive $[redacted] per line by trading in our phones and buying new devices from AT&T. I submitted our final bill of $[redacted].48 from T-Mobile. Three months later, I got a mail from AT&T saying the final bill was not correct and we won't get the payoff. I called AT&T customer service, but after 45 minutes, they couldn't assist me. I'm upset and frustrated with AT&T and this deceptive offer. I've been a loyal customer since the Cingular days, which is over 20 years. After waiting a year for the rebate, I'm now thinking of switching to another provider. I just want to receive the rebate we were promised with this offer.

I am frustrated with the long process of being transferred multiple times before getting connected with a qualified technician when trying to resolve a technical issue with your company. It took 45 minutes and several unqualified representatives before I reached someone who could help. The lack of a callback after a dropped call also added to my dissatisfaction. This tedious process negatively affects my perception of your company and its customer service. Even though the technician resolved the problem promptly, such inefficiency is off-putting. I also had a similar experience with Direct TV, where I was transferred multiple times before getting the assistance I needed. The lack of continuity and repeated sharing of information is frustrating. It is evident that your customer support system needs improvement to provide a better experience for customers like me.

On February 26, [redacted], my husband and I purchased new iPhones, phone protectors, and glass protectors at the AT&T store on [redacted] Turner McCall Blvd NE in Rome, GA. We were satisfied with the assistance provided by the representative (Tamara W.) during that visit. However, on March 07, [redacted], when I returned to replace my glass protector, I encountered the manager (Mo) who was impolite. Initially, he mentioned they did not replace glass protectors, despite us being informed they had a lifetime warranty and could be replaced at the store. After showing him the receipt, he acknowledged the policy change and agreed to replace it if available. Unfortunately, he stated they were out of stock. I inquired about next steps, and he advised me to check back later. I requested him to take my contact details to notify me when the item became available. My husband and I have been loyal customers for years, using AT&T services without any problems. The glass protector we received at the store did not adhere properly in one corner as suggested by Tamara. Although she assured it would stick over time, it continues to lift. Thank you for your attention. Denise Carver

I have been a customer since [redacted] and have enjoyed the service with my wife. We upgraded our phones in mid-September last year as part of a buy one get one free promotion at your Cedar Park store in Texas. The sales rep called in to change my number, but I have discovered that my old number is still active on our account. This has caused us to pay for two numbers since September. I have also had issues with getting service extensions to ensure our phones remain active, which we rely on for personal and work purposes. I believe these mistakes reflect poorly on the company's professionalism. Many friends and family members have also noticed negative changes like hidden fees and increased bills. I can be reached at +[redacted]0 to resolve this matter promptly. Thank you.

I've been on the phone with AT&T for internet and DirecTV for almost 3 hours combined, but I still don't have internet or TV services. They're also charging me for services at my previous address where I no longer live. This issue began last Monday, and today's installation appointment was missed. Looking for assistance with this frustrating situation. Thank you.

In late December of [redacted], I subscribed to Fiber Optic internet ([redacted]) and U-verse TV (U200). Internet was supposed to be $40, and TV $35, making my total monthly bill around $75 before additional fees. However, my bills consistently show a total of $[redacted].99. Although I requested the [redacted] internet package, the technician installing the Fiber Optics insisted on providing the [redacted] speed, stating both were the same price. Consequently, I am being charged $80 monthly for internet, causing me financial strain and late charges on my phone account. I have visited the ATT store in Gastonia three times from Charlotte to resolve this issue but have not seen any improvements. I am seeking a correction to my bill to reflect the agreed $75 amount. I wish to retain internet service while considering discontinuing U-verse TV for Directv Now due to affordability concerns. Thank you, Sue

I initially contacted to transfer my services from 75 Suncrest Dr. Jackson TN [redacted] to [redacted] Peach St. Bolivar TN [redacted] in mid-February. Although my Directv was installed on February 28th, the internet wasn't connected. A technician arrived at the old address, causing confusion. Multiple attempts to reschedule failed, with no concrete solution provided despite promises. This has been ongoing for two weeks. Issues with setting up payments and unfulfilled promises for a gift card added to the frustration. Each call led to being transferred from one person to another without any resolution. I just want to have internet service at my new address, [redacted] Peach St. Bolivar TN [redacted]. The lack of assistance and continuity in handling my case has led to immense dissatisfaction with the customer service experience.

I am experiencing issues with the insurance services provided by Direct TV, which is owned by AT&T. Since February 25th, I have been trying to resolve this matter without success. I am paying for a premium insurance plan through Direct TV and would like my iPad repaired or replaced. I am seeking assistance in resolving this in a timely manner without being passed around. I would appreciate it if someone who can take action and achieve results could reach out to me.

My daughter, Brie-Anne M., who signed up for an AT&T U-verse account and internet, is facing extreme difficulties. Due to a brain injury in [redacted], she is disabled. It is evident that whoever enrolled her did not adequately explain the program and its associated pitfalls and penalties, leading her into significant debt. Advising her to cancel the account is necessary as she cannot afford the charges. To worsen matters, a $[redacted] early termination fee has been mentioned. I am urgently seeking to speak with someone in authority before this situation escalates further. It is distressing that a mentally disabled individual is being taken advantage of in this manner. Please reach out to me at [redacted] or email me at [redacted]

I sought help from an advisor to switch my account to a VIP corporate benefit via my employer a few months back. The advisor assured me the service would cost $10 a month post-switch. Unfortunately, the number provided led me to someone who stated I couldn't proceed due to having only internet, not phone service. I later found out my account was updated to my work email, resulting in me missing important notifications from AT&T for months. This led to an unpaid bill in January, which I promptly settled on Feb 8th, along with my regular bill on Feb 20th as I didn't receive the usual due date alert. When I raised this issue today, I was met with no understanding for the circumstances that caused $80 in extra charges. I had hoped a big company like AT&T would prioritize customer relationships, but it appears they exploit their position without much concern. I am disappointed in the service provided by AT&T and ask for my service to be canceled. It's disheartening how poor the experience has been with AT&T.

In February, a salesperson visited to set up fiber optics internet. However, a technician later discovered the lines weren't connected, requiring a rescheduled appointment for AT&T to install the necessary cables. On March 7th, we waited all day, but no one arrived or called. After contacting customer service and navigating through multiple representatives, I was informed that the appointment had been canceled without notice. Despite requesting an explanation, I was promised a callback that never came. Today, I received an email confirming the cancellation without any prior communication. Clear communication would have avoided this confusion. The lack of communication from AT&T regarding the appointment has left me feeling disappointed and frustrated with their customer service.

I have been an AT&T customer since [redacted] and always pay my bills on time. In December [redacted], I received a buy one get one free iPhone 8 Plus for my phone number [redacted]. A new number, [redacted], was also assigned to me. However, there seems to have been an error during the activation process as I have not been receiving the credits I am due. Despite contacting customer service and the loyalty department multiple times, the issue persists. I was promised a fix but have not heard back. I am requesting assistance to resolve this ongoing problem. - A.W., longtime AT&T customer at [redacted]

Almost four weeks ago, my 92-year-old mother fell at her home, where she lives alone. Unfortunately, her phone has been out for a week, leaving her stranded on the floor. Despite multiple attempts from my brother and me to get an update, we have received no resolution. Initially, when my brother called, he was informed that the issue would be resolved within three days due to an outage affecting 13 homes. However, a week later, the problem persisted. I made a call and was informed that the outage, now impacting 70 homes, would be fixed by the following Wednesday. Each time we follow up, we are met with the same excuses. Most recently, I was told that a part had been ordered and would be fixed in two days. This ongoing situation is completely unacceptable. My mother is still without service, leaving her without a phone or alarm system as she is stranded on the East Coast while I am on the West Coast, having to make frequent trips from Naples, FL to Miami to check on her. I am growing increasingly frustrated with the lack of progress, and the delay in resolving the issue. I urgently need her phone to be operational as soon as possible.