AT&T Customer Service Issues

I had contacted Direct TV in September [redacted] following a difficult time after losing my husband and home. Despite promises of account credits in April, my service was disconnected last week without any adjustments made. To make matters worse, a technician damaged my TV. In a frustrating turn of events, I had to pay $[redacted].00 and am now overdrawn by $[redacted].00. Living on widow's benefits of $[redacted].00, this situation is incredibly challenging as I am left with a broken TV and unresolved billing issues.

May 31, [redacted] Randall Stephenson CEO [redacted] S. Akard St. Dallas, TX [redacted] [redacted] Mrs. W.A. Jackson [redacted] Coyle St. Detroit, Mi [redacted] [redacted] Dear Mr. Stephenson, I am writing to inform you of a negative experience I encountered with your technical customer service representatives. On May 28, my 91-year-old mother in Detroit, MI, discovered that her AT&T U-Verse service, bundled with her internet, phone, and medical alert device, was not working. I contacted customer service for an immediate appointment. Despite being told the appointment was scheduled for May 31 between 10-12, no technician arrived. After several calls, the rescheduled time was set for 4-8pm but was later canceled for June 6, [redacted], which I found unsatisfactory. My mother, who relies on these services for emergencies, was left without assistance. I hope to receive a response regarding this matter and ensure my mother gets the necessary service, billing adjustment, and an apology for this inconvenience. I have also contacted the Better Business Bureau. Regards, Karen Lewis 48 Riverbend Drive North Brunswick, NJ [redacted] [redacted]

I have an AT&T prepaid plan and accidentally upgraded it, which led to a $38 charge and the suspension of my service. I needed to check my account as I got a new device and now can't make or receive calls. As a prepaid customer, I can't use the chat feature for assistance. I'm now without a phone, unable to call [redacted], and chat isn't available to me because of my prepaid status, even though I've been a long-time customer. I live in a rural area without transportation and can't reach an AT&T store. I'm unwilling to pay $38 for an error, especially after recently making a $50 payment. I can't email AT&T and lack options to contact them for help. This situation is frustrating as prepaid customers like me lack the chat support available to others.

On Monday, May 28th, my 91-year-old mother, who resides alone in Detroit, Michigan, informed me in New Jersey that she was unable to receive television service. Her AT&T U-Verse service, which includes internet, phone, and her medical device Life Alert, was also affected. I contacted customer service immediately for an appointment, explaining the situation and requesting immediate assistance. The representative mentioned some issues in Michigan and neighboring states, scheduling the earliest appointment for today, May 31st, between 10-12. This morning, I called to confirm the appointment, and the automated system validated the repair time. By 12:30, no technician had arrived, so I reached out to the service department and spoke with Andre, who directed me to his supervisor, Mohammad. Mohammad explained the delay courteously and assured me a tech would reach my mother's home between 4-8 pm. Around 4:30, I called again to confirm the appointment and encountered a very rude and disrespectful supervisor named Aliya. She informed me that my mother wouldn't receive service today, offering June 6, [redacted], as the next available repair date. I stressed the urgency of my mother's need for communication in emergencies, but Aliya couldn't expedite the service date. Another supervisor, Mohammad, was apologetic but was unable to adjust the service date. I believe the company's customer service representation falls short with unhelpful representatives lacking concern for customer safety. The system of appointments seems ineffective. I hope to receive a personal response or have my mother's service restored promptly, along with an adjustment to her bill and a heartfelt apology. I will also submit this complaint to the Better Business Bureau.

Subject: Disappointing Experience with AT&T International Passport A/C: [redacted]14 I am reaching out regarding my recent acquisition of the AT&T International Passport for my trip to Singapore and Malaysia. I made the purchase on April 30, with the intention of starting the Passport on May 4th. a. Unfortunately, on May 4th, my International Passport was not activated, and I had to engage in an online chat with an agent for assistance in initiating it. b. During this chat, I inquired about activating International Roaming and was informed that it was unnecessary. Subsequently, I discovered that International Roaming needed to be enabled for the Passport to function. c. Prior to my departure from the US, none of the agents I conversed with mentioned the existence of the AT&T Passport App for managing my usage, which I could not download while abroad. d. The Wi-Fi service provided by the International Passport was consistently weak during my stay in Singapore and Malaysia, affecting my data usage and overall experience negatively. I am disappointed as I expected the same quality service AT&T offers domestically. The International Passport service did not meet my expectations, and I am dissatisfied with the support received. Best regards, Devlin

I would like to contact the corporate office. I have been informed for nearly two weeks that AT&T is unable to access my account because of an error. I have been trying to prevent a significant increase in my monthly bill. Despite speaking with various representatives from different customer service departments, including Loyalty, I have not been able to resolve the issue. Additionally, it was mentioned that they would not be able to cancel my service even if I decided to do so. At this stage, I feel it is necessary to escalate my concern and speak directly with the Corporate team.

Dear Sir/Ma, I recently received an iPhone 6 as a gift from my husband's boss here in Abuja, Nigeria. The phone was previously used in the United States by his daughter and is locked to AT&T. I'm unable to use my SIM card here. I kindly request your help to release or disable the previous carrier connection so I can use the phone in Nigeria. The iPhone 6 details are: IMEI: [redacted][redacted] Serial Number: DNVNXA9XGSMC Model: iPhone 6 A1549-GSM I appreciate your assistance and look forward to your response. Best regards, Agboola Abiola Sunnyvale Estate, Abuja, Nigeria

When I switched from Uverse to phone, internet, and Directv over a year ago, the representative assured me my bill would be $89.99 per month with all the channels I already had. However, my bill has consistently been higher. Despite multiple calls and chats, the issue persists. I'm frustrated with service interruptions during rain and the lack of follow-up from the company. I have not received promised calls from the "back office" and feel AT&T owes me a refund for overcharges. Contacting them by phone or chat has been unhelpful. This relates to my phone number [redacted].

Dear AT&T Customer Service, I want to address the frustrating experience I've had trying to purchase a phone through your customer loyalty program. Despite paying for the phone and providing my credit card details, the process has been a nightmare. I bought a prepaid Visa card with nearly $[redacted] loaded onto it from Walmart to make the purchase. After numerous calls to AT&T and Walmart Money Card, AT&T seems to have records of the transaction but is missing an order number. Walmart Money Card has the funds available but will only release them after the 12th of this month. I haven't received a phone, can't get a refund, and have wasted hours trying to resolve this. Promises of call backs and updates have not materialized. Please assist me in getting my refund. My phone number is [redacted] and the account code is [redacted]. Sincerely, Jason S. D.

Subject: Difficulty with AT&T Customer Loyalty Program To whom it may concern, I would like to address the numerous challenges I have faced during my attempts to purchase a phone through the AT&T customer loyalty program. Enclosed is a copy of my credit card statement reflecting the payment for the phone, as well as a recording of my latest interaction with AT&T, which has been quite unpleasant. To provide a brief summary, I bought a prepaid Visa card from Walmart, loaded it with nearly $[redacted], and contacted the customer loyalty department to buy an iPhone 8 Plus Red 256GB. Despite providing my credit card details and receiving an approval code from Walmart, there seems to be a lack of clarity regarding my order with AT&T. Walmart has the funds available for refund, but they require confirmation from AT&T before they can release the money to me. Unfortunately, AT&T has not been responsive, and I am left without a phone, a refund, or any resolution to this ordeal. I have invested significant time and money into this process without any results. I have been assured callbacks and updates which have not materialized. I am reaching out for assistance in obtaining a refund and resolving this situation promptly. My contact number is [redacted], and the account code is =11***9. Thank you for your attention to this matter. Sincerely, Jason S. Davis

In October [redacted], I signed up for AT&T home wireless internet service. As a SNAP recipient, my daughter and I qualify for the discounted rate of $10 per month. Initially, autopay worked fine, showing a zero balance each month. However, in March [redacted], I received a bill for $58 due to insufficient funds in my bank account. Despite having enough money, the bill was not paid. I realized later my bank account number was incorrect, causing payment issues. After contacting Customer Service, the late fees were waived, and the new balance was $25 by May 25, [redacted]. Correcting my bank information on their website proved challenging due to site downtime. Despite making the payment over the phone as advised, the charge was not deducted promptly. It was only withdrawn on June 1, [redacted], but I still received a statement dated May 24, [redacted], showing a balance of $44.25 for the payment made on May 2, [redacted], to be deducted on June 22, [redacted]. The confusion continues, and I hope for a resolution soon.

I recently discovered that my cable service was disconnected due to a partial payment error. I always make sure to pay my bills in full, and I was unaware that there was an outstanding balance. I mailed a check on 6/1 for $[redacted].73 as soon as I received the bill last week. The customer service representative informed me that I would need to pay $35 to have my service restored, which surprised me given my consistent payment history. Feeling disappointed by how loyal customers are being treated, I am considering switching to Dish. I plan to recommend Dish to my friends, family, and neighbors. I have never experienced such poor treatment and unprofessionalism. I believe this situation could have been handled better, and I urge someone from the company to contact me promptly before losing more customers. S.R. [redacted] [redacted] Glennor Road

Today, I spent over two hours dealing with DirecTV customer service. I must express my disappointment with the decline in customer care quality. The shift in service standards since AT&T's acquisition of DirecTV has been noticeable, with customer satisfaction no longer being a priority. My request was simple - a $[redacted].96 adjustment to my bill, as I was misled into an HBO promotion by a pushy representative. Instead of a resolution, I faced lengthy explanations citing policies and regulations. This experience was a far cry from the exceptional service I once enjoyed. After multiple conversations, I was promised a $50 credit that has not yet appeared on my account. Frustrated, I requested to speak to a supervisor and was met with resistance. The supervisor, "Jay" (employee ID MS9403), was unhelpful, and it later became evident he was not even a manager. This encounter has left me disillusioned with the current state of DirecTV's customer service. AT&T's focus on rigid policies over customer satisfaction is disappointing. As a loyal customer for approximately 20 years, today's experience has left me feeling undervalued.

I had an issue with my landline phone - no dial tone. I reported it to AT&T remotely. They found a problem with the line, left a note at my house, and mentioned a $[redacted] service call fee. I called customer service; they said not to worry about the charge. However, I was billed $99 for the technician’s visit. When I called, Jamie refused to remove the fee, claiming there was no way to appeal. Frustrated, I requested to cancel the service. I want the $99 charge for the unauthorized service call removed so we can settle our accounts.

We experienced a two-week internet outage without prior notice of the ongoing technician strike. Despite our efforts to conserve data by disabling features on our phones, we received notifications of exceeding our plan and incurring $15 fees. Once the technician resolved the internet issue after three visits, we were relieved to have our connection back. However, we now face additional data charges, which is unusual for us as we never went over our 2GB plan, except during an extended period in Minnesota due to family circumstances. We mainly attribute the excess data usage to sharing photos via text during that time. We are requesting a credit for the data charges incurred during the period without internet access. Our attempts to contact AT&T have been challenging due to account verification issues and restrictions on discussing account details without the account holder present. We hope for a swift resolution to this frustrating situation and have provided my husband's email for any updates.

I only caught the last 3 minutes of Undeniable w/Joe Buck on TV and wanted to watch the full show. Unfortunately, it wasn't available On Demand, so I searched online and found it for streaming. When I tried to watch the interview with Michael Irvin, I had to provide a lot of personal information like email, password, telephone number, and account number, which I don't know. I called Customer Service for help but they were closed. It's frustrating how complicated it is to watch a program.

I reached out to AT&T via their website chat regarding renewing my promotional internet service pricing. This month, my cost increased by 50%, now exceeding Spectrum's pricing by four times for half the speed. I have been with AT&T for 16 years. A person claiming to be from AT&T called, asking me to end the chat. They mumbled a few times, then hung up while I was waiting for my account to be accessed. It was a frustrating experience. I am wondering if AT&T plans to address this issue.

We are experiencing ongoing internet issues since February 21, [redacted]. Our WIFI is not functioning, and the hard-wired connection is slow and unreliable. Despite numerous calls and chats with tech support, the problem persists. AT&T has not offered a solution or a bill reduction. Local technicians are awaiting cable arrivals with no repair date in sight after six months. Call centers are unhelpful, with no resolution in sight. It's frustrating to continue paying for a service that is not being provided. If AT&T is unable to resolve the issue, we may have to seek services elsewhere.

I visited Store FS55 last Sunday to pay my bill. Despite arriving at least 5 minutes before 6:00 p.m., I found the doors already locked. As I was leaving at 6:02 p.m., I noticed an older man trying to get the attention of the employee inside. I decided to return the next day. On Monday evening, I attempted to pay my bill using the ATM but it wasn't accepting cash. After waiting for an hour, I was skipped over for an employee's friend. The employee mentioned his buddy texted him earlier for the preferential treatment. The lady who eventually assisted me couldn't confirm if my bill was for cell phone services, internet services, or both. When I signed up for internet, I requested to combine the bills monthly and receive paper statements, but I haven't been receiving them. This has been the worst customer service experience. I tried calling multiple times, only to be put on hold each time.

I recently switched from Sprint to AT&T after 17 years. The representative who set up my account assured me I would receive the same services as with Sprint, if not more, and that my monthly bill for 2 phones would be under $[redacted]. However, I recently made an international call and was charged $[redacted], something that didn't happen with Sprint. Despite being promised a credit twice, it was never applied to my account. When inquiring about it, I was informed that the credit request had been denied, which was the first time I was hearing about this. Given these issues, I am considering canceling my AT&T account and moving to T-Mobile, where I could get 2 lines with unlimited data for $70 a month, especially as I am 58 years old.