AT&T Customer Service Issues

Subject: Attention: Mr. Randall Stevenson I would like to bring an important issue to your attention concerning the AT&T store in Russellville, Alabama. The store, which serves our small community, is currently facing several challenges that are negatively impacting customer experiences. The staff, predominantly comprised of young adults, lacks professionalism and customer service skills. The frequent changes in management have not helped the situation. Despite having a highly qualified and experienced individual, Teena Wray, who has been with the store for a decade, the management overlooks her for promotion. Teena possesses a master's degree in teaching and has demonstrated exceptional customer service skills. It is evident that promoting Teena to a managerial position would greatly benefit the store and improve customer relations. As a loyal customer and retired school teacher, I urge you to consider Teena Wray for a leadership role at the Russellville store to enhance the overall customer experience and restore the community's trust in AT&T. Your attention to this matter is greatly appreciated. Sincerely, Peggy F.

Over a week ago, my DSL service was disconnected by mistake. I have been struggling for over a week, bouncing between departments. Initially, I was informed I needed a new work order as a new customer, despite being with AT&T for over 40 years. Subsequently, I was told there was no capacity for more ports in my area, preventing me from reconnecting the one that was just disconnected. Finally, I was promised assistance this morning, only to have someone arrive yesterday attempting to set up dial-up. Dial-up is outdated, and I rely on DSL for my work-from-home needs. The inconsistent information and lack of follow-up calls have made this situation incredibly frustrating. There must be a resolution to this issue.

My business landline phone has been down for two days. While incoming calls are going to voicemail, there is no dial tone for outbound calls. I use a CL2939 corded phone and a Brother personal fax machine. When using the fax headset, the other person can hear me but I can't hear them. I can hear dialing tones when making calls, but no actual dial tone. Even when plugging multiple phones into the telephone interface box outside, there is no sound. This issue occurred suddenly while I was faxing. I prefer not to incur additional costs for a technician visit, as my monthly bill is already high. If this problem persists, I may consider switching to Verizon home connect. Thank you for your assistance.

I am disputing the $[redacted].16 charge remaining on this month's bill because of an issue with ordering Samsung S9 phones and cancellation confusion. I set up the order for 2 new lines through an authorized seller, not a corporate store. I tried to cancel when the S10 was released, but was told to wait for the phones to arrive. Upon returning the phones, I was not informed to cancel the phone numbers associated with them. Even after returning the phones, I received a bill for the unused lines, causing financial strain. I have paid what I owe but need assistance with the remaining charges. I am frustrated with this situation and need a prompt resolution to avoid any negative impact on my relationship with the company. Thank you for addressing this matter promptly.

On 12/14/18, my iPhone 8 suddenly stopped working so I contacted AT&T via chat. They confirmed my phone was under warranty and directed me to a couple of stores for a replacement. The AT&T store personnel were helpful but informed me my phone wasn’t covered, directing me to Asurion. After paying a deductible and being promised a credit, the credit never came. Multiple chats and calls have left me frustrated with conflicting information. Despite assurances, my account has not been credited as promised. I was even told I should have gone to an Apple store initially. I am now seeking a credit of $[redacted] for the inconvenience and time wasted dealing with this matter. I urgently need resolution as I also need to fix the screen on my current phone.

I reached out today regarding a payment arrangement initially discussed via text. I inquired about making a partial payment now and distributing the remainder over the next two Fridays. The first representative, Asia, was friendly and accommodating. After placing me on hold for 15 minutes, updating me every 5 minutes, she proposed payment dates of March 27th and April 10th, pending a callback due to system updates. Later, Darinka called, refusing the arrangement Asia offered without explanation. Upset, I requested to speak to her supervisor, but Darinka claimed to be the highest-ranking employee available. She declined to disclose her boss's name, leaving no further contacts. We have faithfully paid our bills until now, but due to unforeseen circumstances, we need to split the $[redacted] balance over several weeks. Kindly reconsider, as our loyalty and current struggles deserve compassion.

I urgently require assistance. I have two accounts linked to my primary number, [redacted]. My mother-in-law passed away in California, and I just found out my job was terminated. I almost missed a payment arrangement today due to these events. I aim to split the payment in half for each account today with the rest coming next week on March 22nd. I would appreciate help to prevent any service suspension. Please contact me at [redacted], or I will reach out in the morning. My family relies on these phones, and it's crucial they stay connected during this challenging time. Thank you for your support during this difficult period. Bradley Holmes [redacted]

Since August [redacted], our neighborhood in Mobile, AL has been experiencing extremely poor cell reception. Over 30 AT&T customers in our area contacted our neighborhood association manager to report the issue, with some even receiving bill credits or switching to other providers. The problem was supposed to be fixed by January [redacted], after a cell tower was removed from a water tower for painting in a nearby city park. However, the situation has worsened, leading my husband and me to consider switching to a different carrier next week due to constant dropped calls and reception issues. Despite multiple calls to AT&T's Customer Service, the problem remains unresolved. We are located in Hickory Knot Court near Pine Needle Drive and are eager to find a solution to this ongoing problem.

AT&T has caused me immense distress for the past five months with repeated overcharges. Despite numerous calls and lengthy discussions, each time they assure me the issue is resolved, only for the next bill to once again be unreasonably high. Just last month, after a frustrating day seeking assistance, they confirmed my bill would not exceed $[redacted], even sending an email to confirm (which I have saved), yet my bill arrived at $[redacted].85. I am exhausted from this continuous cycle of deceit and possible fraud from AT&T. Being over 70 years old, the stress is unbearable, and I feel compelled to disconnect from their service. Before escalating to the FCC, consumer protection agencies, and the BBB for legal intervention, I hope AT&T can address this matter promptly. I feel unfairly treated for simply choosing their service, and I am seeking resolution.

On January 12, [redacted], my DSL internet service went down. After a frustrating two weeks, multiple troubleshooting attempts, and testing different modems, I finally identified the issue as AT&T's equipment outside my home. I contacted AT&T on January 26 to report the problem and a technician came on January 28, diagnosing a faulty board. The technician fixed the issue, and my DSL service was restored. I believe there should be a repair ticket in your system for this. As I was unable to use the service I was paying $51 per month for during this time, I am inquiring about a refund or credit for the 16 days of service loss. I appreciate your assistance. - Lars F. Acct#: [redacted] [redacted] 2

Dear AT&T, I'm reaching out regarding my recent switch from T-Mobile to AT&T for a corporate discount and the buy one get one free offer on iPhone XR. I purchased two iPhone XRs with [redacted] GB each and a regular XR, expecting to pay for both for 3 months and then only the expensive one. However, upon contacting AT&T, I was informed I needed to sign up for DirecTV for the promotion, which was not initially mentioned. Despite declining DirecTV initially, I was assured my corporate discount and the buy one get one free offer were unrelated to additional services. To add to the confusion, I signed up for credit card autopay to save $20, but it hasn't reflected in my bill. I also requested insurance for my first phone, which doesn't appear on my bill. The customer service experience has been disappointing, with representatives being pushy and unhelpful. I hope you can address these issues associated with my account [redacted]. Please reach out to me via phone or email at [redacted]. Thank you, Arati.

I am frustrated with the recent experience I had with my AT&T Roadside Assistance. I had recently subscribed to the service for myself and my college son. When my son's car broke down, I tried to contact Roadside Assistance, but the number provided was not in service. After going through their app's chat feature, I connected with a representative named Tiera who was extremely rude. My son had to walk to a gas station to provide his location, leading to multiple attempts to reach Roadside Assistance. Eventually, I was informed of a $75 fee, which I paid. However, the towing company did not receive the payment. After several hours of back-and-forth communication, my son was finally able to get his car towed after paying an additional $40 for exceeding the towing mileage. This entire ordeal, lasting nearly 5 hours, left me feeling disappointed and dissatisfied with AT&T Roadside Assistance.

I am frustrated with the monthly calls to AT&T. Since the first month, I have been consistently overpaying. I recently received a $[redacted] credit, but I requested a courtesy month due to all the ongoing issues. I believed switching from Sprint would be beneficial, but it seems I made a mistake. Today, I had a frustrating experience with customer service, including being hung up on and told a supervisor would only call me back when available. I was also informed there is no corporate number to contact. I am considering seeking legal advice or utilizing social media to address these ongoing problems. The individuals I have interacted with recently are Marvin, Mc654k, Billie, Rx597p, Alexis, and AM316P. The case number is CM[redacted]8_[redacted]45 with a $[redacted] credit applied. I have requested a supervisor call to resolve this matter.

While in Bermuda last week, I added the international day pass for 3/15/19 through an online chat. The agent assured me it was successfully activated, offering unlimited data, text, and phone calls. However, I received notifications of over $[redacted] in international data charges the same day. Upon contacting another agent via chat, I was informed I wasn't eligible for the pass and was given alternative plans which were not suitable for me. I wish I was informed earlier so I could have made a different choice. After getting no resolution from two chats, I am dissatisfied with AT&T's customer service. I ask for a credit on my account for the international charges. The interactions with the agents, Remi B and Mathew U, were disappointing. I hope to hear from you soon to resolve this matter promptly.

On 3/17/[redacted], I contacted AT&T to change my plan. I intended to purchase the $35 monthly plan, but the automated system did not offer it, so I had to settle for the $2 daily plan with a $1 data add-on. Unfortunately, I was unaware of the data usage charge after depleting the add-on. I was blindsided when the remaining $35 was deducted without warning. After reaching out to customer service, I found out that the plan I wanted was indeed available; I just wasn't presented with it. Despite apologizing for the oversight and the lack of information on the data rate, the manager I spoke to could not assist me. This issue arose because AT&T failed to properly inform customers, leaving me frustrated with being charged without warning or clarification.

I visited the AT&T store on FM 78 and Converse to make a cash bill payment. I waited for about 15 minutes in an empty store until I noticed an employee sitting at the back, texting on his phone. When he noticed me, he rudely told me I couldn't be there even though I was just outside the door. I explained I wanted to pay my bill and he replied, "I'll get to you when I'm ready." When I asked to speak to a manager, he claimed he was the manager but refused to give me his name, only saying, "they call me Casanova." This interaction left me disappointed with the poor customer service, especially coming from a manager. I hope this issue with "Casanova" is addressed promptly.

I have been with AT&T since cell phones first came out. On March 12th, I went to get a new phone, and I was very disappointed. The associate at the store spent about five minutes with me, as he was too busy watching "The Blindside" on TV. I was not happy with the color choice of my phone, but he insisted it was fine. When I returned the next day to swap the case, he said I could only do so by paying a $45 restocking fee to get a white phone instead of a blue one. He also insisted I needed a screen protector without giving me a choice and charged me $49 for it without explaining the different options. When I inquired about what to do with my old phone, he rudely replied, "I don't care what you do with it." This whole experience was very disappointing.

I am Sarah, you can contact me at [redacted] I have encountered three billing issues with your company in the last two years. My recent call with customer service was frustrating as I was transferred around and provided with misleading information. On February 20th, I spent over an hour speaking with Jorge to resolve an erroneous iPhone charge on my bill. Despite being promised a credit, I was overcharged $[redacted] between June and September [redacted], which remains unresolved. Despite assurances from Veronica and her supervisor, I was still charged in February. I am disappointed with the lack of satisfactory resolution and the runaround I received. I am seeking a credit or refund of $[redacted], as well as improved customer service. I have reached out via email and phone multiple times without success. If this matter is not resolved promptly, I will consider switching to another service provider and pursuing further action to resolve this issue.

Dear Sir/Madam, I am writing to express my extreme frustration with the services provided by your company. For nearly three weeks, I have been experiencing internet issues, which have been a nightmare to deal with. When a technician finally came to resolve the problem, another individual claiming to work for AT&T arrived offering me a free cell phone as compensation, along with a complimentary phone line for a year. Despite recently switching to T-mobile, I accepted the offer, only to later receive a substantial bill without any clear resolution in sight. I reached out to customer service and was directed to visit an AT&T store for assistance, only to be informed that I would need to pay three months' worth of bills before the "free" offer would apply. This unexpected financial burden is concerning, especially considering the ongoing internet issues I am facing. I kindly request clarity on this matter and hope for a prompt resolution. It is imperative that the circumstances surrounding the compensation offer and phone provision be thoroughly reviewed and addressed. Sincerely, Brenda Amir

I've been experiencing extremely poor cell service since last summer. Our Mcell was damaged during a storm that caused power outages in our area. AT&T informed us they no longer replace Mcells and are discontinuing them, suggesting WiFi calling as a better alternative, which has been terrible. The service in our area has been inadequate despite the high fees we pay. Since AT&T acquired Direct TV, the service has declined. Despite the technology and resources available, the company seems unable to address these issues. I am deeply disappointed in the declining quality of service from a company I have been with for so long. The lack of communication and inadequate service has led to missed emergency and important calls. The Mcell significantly improved the service in areas with poor coverage, and the company's overall performance has worsened over the years.