AT&T Customer Service Issues

I recently paid off my iPhone in full to unlock it for a switch to Verizon due to poor service with AT&T. Despite providing proof of payment and clearance, AT&T claimed I still owed money for the phone, making it impossible to unlock my device. The Verizon dealer in Rehoboth Delaware was helpful, confirming the bill was settled but a billing issue at AT&T was causing the problem. Although my iPad and another iPhone were successfully unlocked, the problematic iPhone may take days to resolve. I find this delay unacceptable as I've been left without a phone. AT&T customer service and the store were unable to assist promptly, and I was informed it would take days to rectify the billing issue. I urge AT&T to expedite the unlock process or send the necessary email to unlock my phone. My contact number in need of unlocking is [redacted], while the successfully unlocked number is [redacted]. The account holder is Jill Ryan, with email at [redacted], and I, Ellen McWard, have already spent over four hours trying to resolve this issue.

I contacted AT&T customer service to cancel my brother's cell phone service following his passing. They advised me to visit an AT&T store with Lloyd's death certificate. I visited the Soscol store in Napa, CA, where Ivan, a store employee, had me call AT&T customer service at [redacted] to speak with Becky from the Cancellation Department. Unfortunately, Becky refused to cancel Lloyd's cell phone as we lacked his account number. I inquired how we could obtain the account number if it was not available online, to which she had no solution. Despite my efforts, AT&T would not allow me to close my deceased brother's cell phone account, stating he would continue to be billed and risk going to collections. I spent approximately 30 minutes dealing with unhelpful AT&T representatives who provided no clear guidance on closing Lloyd's account to prevent further charges.

In November [redacted], I contacted my internet service provider regarding a billing issue. At the time, I was away from home caring for a family member. The representative placed my account on vacation hold. I settled the outstanding balance accordingly. In January [redacted], upon realizing my continued absence, I decided to cancel my service with ATT. Recently, I received a bill amounting to $31.32 and was puzzled by its origin. Upon questioning ATT, I was informed that the charge was for restoral fees dating back to November. I find this perplexing since my account was on hold during that period, rendering the charge unjustifiable. Despite seeking clarification, I was unable to obtain a satisfactory explanation. It appears that the final bill does not reflect actual services rendered, but rather an arbitrary fee imposed by the company. Given the circumstances, I believe this situation warrants further review and resolution. Your insights or assistance are greatly appreciated.

In September [redacted], when the iPhone XS Max was released, I contacted customer service to inquire about upgrading my phone. I asked if I could upgrade despite recently purchasing an iPhone X. The representative suggested I upgrade the second line on my account and use the new phone on my primary line. They guided me through ordering the XS Max online and instructed me to return the iPhone X using the provided label. Upon reviewing my account statement, I noticed two installment plans. After contacting customer service, I was told I had been provided incorrect information. Despite returning the iPhone X to AT&T, they have no record of receiving it but continue to charge me. I have made numerous calls and dedicated many hours to resolving this issue to no avail. I simply want the iPhone X I returned or for the installment plan to be removed from my account since AT&T has the device in their possession.

I had a frustrating experience trying to resolve issues with my account. It took me an hour on the phone to get my questions answered. The first representative, Kadian, faced technical difficulties for twenty-five minutes before suggesting I ask for help from her supervisor. Unfortunately, the only solution offered was to put me back in the queue. The second representative, Shanice, was unhelpful, and we got disconnected without any follow-up from her. The third representative, Shenae, couldn't address my billing concerns, so I had to request a transfer to the retention department. This experience, on March 12, [redacted], from 8 pm to 9:11 pm, has been incredibly frustrating. I am considering canceling my bundled services with this provider due to this poor customer service.

My mother, Willie Randall, residing at [redacted] Forest Ln. # [redacted], is a senior customer of AT&T with a landline and basic cable. Recently, these services have been billed separately, despite my previous inquiry with customer service about consolidating them. I was informed that to receive a single bill, she would need to switch to Uverse, which is beyond her budget and unnecessary. Unfortunately, her payments are not being attributed correctly, with the phone bill being updated but not the cable. This discrepancy has led to a termination notice, which is distressing for a senior who diligently pays her bills on time. I always request thorough documentation of my interactions with AT&T to prevent such errors, yet this situation has arisen. I'm Pamela Harris, Willie's daughter, reachable at [redacted]. I kindly request that someone address this issue promptly and contact me for a resolution.

My daughter accidentally damaged her cell phone and ordered a replacement through insurance. FedEx attempted delivery but couldn't access her gated apartment in downtown Houston. FedEx insisted on a signature and wouldn't leave it with the office. Despite not receiving the new phone, I was charged in January. After contacting AT&T, they redirected me to Asterion, the insurance company. Asterion confirmed they hadn't received the phone but assured me they'd credit my account upon its return. Despite making numerous calls to AT&T, the issue remains unresolved. Various supervisors have been contacted, yet my account has not been credited despite the non-delivery of the replacement phone.

As a disabled veteran, I visited an AT&T corporate store to purchase the new Samsung S10 and apply for a military discount. I was assisted by a representative named Zac, who informed me that I couldn't get the discount because the account was linked to my SSN and my wife needed to transfer responsibility to me. Despite explaining that I already received a discount from my employer and was on the account, Zac refused to help, citing company policy violations. I contacted AT&T customer service, who assured me the change could be made easily. After calling the store and speaking with a rep named Charles, I returned to the store to discuss this with Zac. He remained uncooperative, stating he wouldn't make the change regardless of who called. Frustrated, I contacted AT&T to transfer the account to my name, a process that shouldn't have been necessary. After a lengthy 2.5-hour ordeal, I finally received the discount and left without buying the phone, contemplating switching service providers due to the poor customer treatment experienced. Despite my appreciation for AT&T's military support, the service I received was unacceptable.

Subject: Unauthorized Charge After Canceling Wireless Service Name: Liyang Chai Number: [redacted] Account Number: Ending in [redacted] Email: [redacted] SSN: [redacted]63 Passcode: Forgot Issue: I unlocked my phone and canceled my AT&T wireless service on 2/12/[redacted]. Despite this, I received an email from AT&T stating that my account was charged $57.70 on 3/9/[redacted]. When I attempted to log into my AT&T account, it indicated that my email and phone number were not found in the system. Upon contacting AT&T support, they were unable to assist me without the passcode, which I have forgotten. I am unable to access my account or reset the passcode as it seems my phone number information has been removed from the AT&T system. I am extremely frustrated with AT&T's response and puzzled as to why my information is no longer appearing on the official website. I am confused by the March charge after canceling the service. I seek clarification on the reason for this charge, request to cease any unwarranted monthly charges, and demand a refund for the payment made in March. Details from a bill email: Hi Liyang, We have received your payment. Service: Wireless Account Number: Ending in [redacted] Amount: $57.70 Payment Date: 3/9/[redacted] Payment Method: Visa Confirmation: 64P7EPAYN0C6FJ8 Please sign in to manage your billing and payment details.

I have been dealing with a frustrating issue regarding the trade-in credit not being issued after purchasing two new Samsung Galaxy Note 9 phones totaling approximately $[redacted]. Despite two escalation tickets and three months of communication with various uninformed customer service representatives across different departments, I have yet to receive a response or any resolution regarding my missing credit. I have even provided a picture of the shipping label with the tracking number, RMA number, and the address where I sent my trade-in, but it still cannot be located. I am disappointed that after investing so much time contacting multiple departments over the course of three months, there has been no ownership taken of the problem. I expected that the $[redacted] trade-in credit would have been issued by now to retain a long-standing GoPhone and five-year contract customer like myself, preventing me from considering another service provider and leaving AT&T.

Hi, my name is Jeanne S. and my associated phone number is [redacted]. On February 2nd, I cancelled my account with AT&T and switched to T-Mobile. I was informed on the phone that all my lines were cancelled, and my final bill would be processed and sent to me. I had requested that all payment arrangements not be processed through my account. Despite being told on February 20th that all lines were cancelled and the final bill was processing, I later discovered I was still being charged for an active line and $[redacted] was debited from my account on March 8th, which I had specifically asked not to be processed. After speaking with multiple representatives and management on March 10th, I was advised to contact my bank to reverse the charge. However, my bank requires a statement from AT&T on their letterhead to proceed. I urgently need this matter resolved as I have two preschool children to take care of. Kindly send the requested statement to [redacted] Thank you for your swift attention to this issue.

I need assistance with separating my phone bill. My bill currently displays charges for three phones: an Apple iPhone 7 Plus and two Apple iPhone 8 Plus. The phone numbers associated are [redacted], [redacted], and [redacted]. The remaining phones on the bill belong to my fiancée's boss. He promised to cover the costs for all the phones, but unfortunately, he hasn't fulfilled his commitment. Consequently, all the phones, including mine, have been disconnected. I am usually prompt with my bill payments and have never faced a service interruption. I request a revised bill showcasing charges for my three phones only, with the remainder to be invoiced separately to my fiancée's email at [redacted] There seems to be a dispute on the bill amount, and I need this resolved. I've returned two Apple Watches and an iPhone on January 8th, but they still reflect on my bill each month. I'm also dealing with unauthorized transactions on my bank card towards AT&T, amounting to $[redacted] in total. If not resolved, I will need to escalate the matter. Please send the updated bill to [redacted]

Hello, I tried contacting your customer service twice this morning to terminate my service. During my second call at 8:15 AM Eastern Time, I spoke with an individual named Delonde. After informing her about my desire to disconnect my service with ATT, she mentioned that she needed to verify my account ownership by calling me back. Despite giving her permission to do so, I never received a callback. Considering ATT's reputation for lacking cooperation and transparency, I believe submitting my request in writing is the safest option for me. I am requesting the termination of all services located at 98 Ulysses Trail Palm Coast FL [redacted], Account #[redacted]08, by 5 PM on Tuesday, March 19, [redacted]. Please send me an email to confirm the disconnection process, provide details on any equipment that requires return, and outline the return procedure.

We currently have an AT&T fiber optics box in our front yard that has been left open and exposed with wires for nearly a month. The box is full of water, exposed on the ground, creating a hazardous situation for anyone passing by. The wires run across driveways along the curb to houses down the street. With spring weeds growing rapidly, and the need to mow and edge the yard, the messy situation is becoming more difficult to manage. We reside at [redacted] Ridgeview in Paris, TX, and we are concerned about the safety and integrity of the wiring. A sales representative visited recently, was shocked by the condition, and assured us it would be addressed, but no action has been taken yet. We kindly request AT&T to come and properly install the internet wires to ensure the safety and functionality of the service. Thank you for your prompt attention to this matter. Kathleen M.

Hello, I am Maria and I am facing an issue with my cell phone number ending in [redacted]. I paid off the remaining balance on my phone around January 24, [redacted]. Shortly after, I started receiving text messages about overage charges. When I contacted AT&T Billing, they advised me to visit an AT&T store. However, at the store, I was informed that they couldn't assist with my problem as they are a retail store. Upon contacting AT&T Billing again, they explained that my plan no longer included a data plan, despite my not making any changes to it. After a lengthy discussion, my service was adjusted, and I was informed my monthly bill would be around $60 with $84 overage charges being removed. When I checked to pay my bill on March 8, [redacted], I was surprised to see a balance of $[redacted].43. Despite multiple calls to AT&T Billing, they mentioned it needed a manager's approval and promised a reduction of $80. However, as of yesterday, March 13, [redacted], the bill still showed $[redacted].43. After more calls, an agent offered to remove $75, and I was assured it would show correctly by 8 pm. Frustratingly, the balance remains at $[redacted].43 as of 10:37 am on March 14, [redacted]. I have never experienced such issues before and seek guidance on resolving this matter.

Regarding Direct TV I wanted to share my recent experience with Direct TV customer service. When I contacted them on March 11, [redacted], about an overheating box, I was initially told to pay for a technician to visit. After further discussions, I was informed of the option to have a new box sent to me. However, there seems to be confusion as I received an email instructing me to return the malfunctioning box. This inconsistency is concerning, especially given the safety risk of leaving the device plugged in. I seek clarity on whether or not to return the box and expect compensation for the inconvenience of dealing with this issue for a full week. If this persists, I may need to consider switching to DISH.

My name is Marilyn Hale, and I am facing a frustrating technical issue. Despite numerous attempts and hours spent, I have struggled to get assistance from your company. As a long-term customer, the quality of service I am currently receiving is extremely disappointing. Following an attempt to switch to a streaming service from Direct TV, we decided to revert back and are now encountering difficulties getting our service reconnected. After multiple calls and being transferred between several representatives, my issue remains unresolved. Despite assurances of assistance, I am left waiting for a technician to correct the situation. This delay is particularly inconvenient as we had plans with our grandson during this time. As retirees on a fixed income, the current situation is not only troublesome but also impacts our enjoyment of the services we pay for. Urgent resolution to this matter is needed to ensure we can continue as satisfied customers. I look forward to a swift and positive resolution. Thank you, Marilyn Hale.

In October [redacted], we had an appointment scheduled, but no one showed up. We tried to inquire about the delay and the new estimated time of arrival, but were informed that they were overbooked and we needed to reschedule. This was extremely frustrating as we had to wait all day for a technician to arrive. We never received any notification regarding this change in scheduling. On March 8, [redacted], we arranged for an equipment upgrade appointment on March 13, [redacted], between 11:00 am and 1:00 pm Pacific Time. At around 10:45 am on March 13, we called because our internet was down and suspected it might be due to the impending repair. The overseas representative informed us that the technician would disconnect the service upon arrival. When the technician did not show up as scheduled, we called customer service and were once again told to reschedule due to being overbooked. This pattern of poor service is unacceptable, especially considering our long-standing loyalty to AT&T. Eventually, after a series of frustrating calls, we managed to get our internet connection back up to a subpar speed. We have been repeatedly disappointed by the lack of communication and efficiency in the company's service. At this point, we have lost faith in AT&T's ability to keep their promises and deliver reliable service. We are considering switching to a different provider due to these repeated failures.

I'm writing to express my ongoing frustration with my fiber optic internet service. For the past 6 months, my internet has been consistently poor, reminiscent of dial-up speeds. Despite multiple visits from technicians, many of whom seem unsure of how to resolve the issues, I still believe there may be a problem with the main lines in my area or from the main tap. I'm requesting that a check be done to see if neighboring homes are experiencing similar problems. The issues persist with both WiFi and Ethernet connections, even though technicians confirm a good signal. I've followed all troubleshooting suggestions to no avail. The subpar service forces me to adjust my lifestyle just to use the internet effectively. It's disheartening to pay for premium service and receive such inadequate performance. I feel let down by the lack of action from the service provider. The situation is even more frustrating considering the provider's dominance in the industry. It seems like there are no alternatives. I believe the focus is more on profit than on providing quality service to customers.

Dear AT&T, We are currently in the process of integrating one of our Co-location sites in Galway, Ireland (Site code IEGLW) with HID Global. We require the IEGLW IP subnet 10.34.[redacted].0/24 to be propagated through the AT&T MPLS Gateway (10.16.[redacted].6) at our EMEA location in France, Surenses (Site code FRSRE). I kindly ask for the necessary arrangements to be made to allow these IP subnets to reach the FRSRE MPLS Gateway. Please note that this is an urgent matter as our Co-location site's connectivity to HID Networks has been severely impacted, affecting our business operations. Your prompt assistance in this matter is greatly appreciated. Advertising IP subnet: 10.34.[redacted].0/24 AT&T MPLS Gateway IP: 10.16.[redacted].6 HID end MPLS Gateway: 10.16.[redacted].1 Site Code: FRSRE Best regards, Gobuchandhar Senior Network Engineer HID Global Ind Pvt Ltd.