AT&T Customer Service Issues

My elderly mother-in-law had internet, phone, and cable services set up with AT&T without realizing she didn't need the internet. I contacted AT&T on 2/25/[redacted] to disconnect the internet, and they initially said the fee would be waived. After several calls, on 3/22/[redacted], I was informed she had to pay $[redacted].77 and the termination fee was not waived as promised. A supervisor reviewed the notes and stated she authorized it, but she was unaware. Feeling frustrated, I believe AT&T took advantage of her. I have a recorded conversation from 3/14 where the representative assured me the fee would be waived. I want to reach out to the corporate office to resolve this issue and have the fee waived.

My TV and internet stopped working around 8 a.m. today. I've tried unplugging and restarting the equipment. I called AT&T customer service, and they attempted to troubleshoot from their end, but it still doesn't work. They scheduled a technician to come between 12 p.m. and 4 p.m. today, which has been an ongoing issue since I got the service in January [redacted]. Just two days after installation, the equipment stopped working, and it took four days for a technician to fix it by installing new equipment. Now, the system has failed again, and the technician today only checked the lines outside without inspecting the equipment inside. I now have to wait until Monday for another technician. I've had to deal with this issue twice in just 2 months since installation. When I tried to cancel, I was informed there would be a $[redacted] cancellation fee. It's frustrating to pay for a service that hasn't functioned properly within the short span of having it in my home.

I experienced internet connection issues and scheduled a technician to come out, but they did not arrive or notify me. After contacting the company, I encountered rude and unhelpful customer service representatives. Eventually, another appointment was set up, but again, the technician did not show up. This pattern repeated, causing a week-long internet outage and wasted time off work. The service has been extremely disappointing, from the repeated no-shows to the disrespectful treatment from staff.

I have been on the phone for two days. I scheduled an appointment a week ago, but the technician went to my old address in Hayward instead of my new one in Oakley, causing a delay. Despite updating my address when I moved, the issue persisted. On top of that, my main box in the bedroom kept freezing with a red X on the screen. I had to charge my phone multiple times due to frequent disconnections while trying to resolve the matter. When I requested a working box, I was informed it would be mailed as they couldn't expedite delivery. This whole experience has been frustrating and not worth the high cost. I am considering canceling my service and expect compensation for the inconvenience. I am still waiting for a call back from a supervisor, which has been delayed. I am eager to see how this will be resolved.

I was charged $[redacted] for 9GB of data overage during the February cycle, which I did not use. My typical data usage is minimal, mostly for web browsing, and the 9GB overage is way beyond my usual consumption. While I might trigger 1 overage occasionally, having 9GB overage is unprecedented for me. I am certain I did not use this excessive amount of data knowingly. I suspect there might have been an error on AT&T's part, a device/app malfunction, or even unauthorized usage. I did not benefit from this data, and I do not wish to pay for it. Despite contacting live chat support, they insisted that I must. Being a long-time AT&T customer, I had intended to remain with the company. However, if such a substantial data discrepancy is not rectified, I will have to cancel my service and switch providers. I recently upgraded my plan, but I am willing to reconsider my loyalty based on how this matter is handled. Regards, Travis

I have been without internet and U-verse service for a week. Even after a technician was supposed to fix external wires at my house, no one showed up as scheduled last Thursday from 2-4pm. Despite rescheduling for Friday morning 8-10am with Gerardo, no technician arrived. I spoke with manager Henry and supervisor Ash about my frustrations. A brief visit from a technician on Saturday verified the issue is external, not internal. After several failed appointments and promises of resolution within 24 hours, I am deeply upset by the lack of service and communication I have experienced this week.

I attempted to adjust my billing amount from $35 to $50 for next month. My billing date was supposed to be on April 7, but my phone services were unexpectedly cut off even though I should have had service until then. Consequently, I tried to revert to my original $35 plan. Now, I can only afford a $2 daily plan. I find it puzzling how my full month's payment of $35 resulted in a complete termination of services. AT&T customer service is asking for an additional $35 or $50 to reactivate my account. Can anyone provide assistance with this situation?

I discontinued wireless service for phone number [redacted] on AT&T account #[redacted]66 on Feb. 3, [redacted]. The full auto-payment of $60.06 was deducted on Feb. 12, [redacted], covering charges for Jan 24 - Feb 23. My prepayment of approximately $40 for service from Feb 3 to Feb 23 entitles me to a refund. I spoke to AT&T customer service, and was initially promised a refund. However, when I followed up on Mar 25th, I was informed I wasn't entitled to it as my current bill showed $0. After requesting to speak with a supervisor and explaining the situation again, I was disconnected while on hold. As a disgruntled former customer, it's not just about the money but the principle. - SS

On Sunday, March 24th, a power pole fell behind my house, and Ameren requested that we move our cars so they could access it. After they finished late that night, we left our cars in our neighbor's driveway. The following morning, March 25th, two AT&T service technicians came to assess the damage from the fallen pole. Shockingly, one of them proceeded to urinate next to my pool assuming no one was home due to the absence of cars. Confronting him revealed his excuse that he thought he wouldn't be seen. Despite his claims of not urinating on the pool directly, it is evident that he did. This behavior was inappropriate and disrespectful. I suggested to him that he could have used the nearby woods instead. It's disappointing that someone his age would act in such a manner. The truck number is USDOT [redacted].

Dear AT&T Wireless Customer Service, I am writing to address an issue regarding a recent purchase at your store. I had sent a complaint letter, referencing cell number [redacted], to your establishment but received it back labeled "Undeliverable." Enclosed is a copy of the original letter dated March 11, [redacted]. I am disappointed with the misleading information provided during my purchase of an iPhone 8 as part of a promotion. Despite being assured of a "Buy One Get One" offer on the phone, it was later retracted by your representatives on February 21, [redacted]. This feels like a deceptive practice and goes against consumer protection laws, such as the California Consumer Legal Remedies Act. I am not seeking punitive damages but would appreciate a refund for the phone and a credit for the full amount of the iPhone 8. Your attention to this matter is greatly appreciated. Sincerely, J. Dancey

I had a frustrating experience switching from AT&T Prepaid to postpaid. Initially promised a $[redacted] bill and hotspot data, but discovered these were not included as stated. Also, was misled about individual WatchTV accounts for each line. After changing my bill due date to April 1, AT&T still charged me on March 24 without warning. When queried, I was informed it would take 2-3 billing cycles for the date change to apply, which was not disclosed when I made the adjustment. This unexpected $[redacted].28 charge has inconvenienced me as I am relocating soon. Disappointed with AT&T's lack of transparency and feeling dissatisfied with the service.

In February, we informed AT&T of our switch to Consumer Cellular. They assured us the service would stop once the numbers were transferred, and we would receive a pro-rated credit for the prepayment. After ending service on March 12 and paying $[redacted].99 on March 6, we anticipated a $96 refund. Despite contacting AT&T on March 25, speaking to Tiffany, Sherria, then Amber, we were told there would be no refund due to a 30-day notice policy disclosed in December. Even though we provided the requested notice, Amber claimed there was nothing to be done. We feel deceived and seek a refund promptly to avoid negative reviews and social media posts. Contact via email at [redacted] NE Lashbrook Ct., Lees Summit, MO [redacted].

I would like to request a paper bill for my records or to manage my billing better. Every month, I find myself having to call due to overcharges. To control costs, I had to cancel ESPN and NBC Sports. Initially dealing with billing inquiries, I often end up in retention services. I believe the situation is now resolved. I've observed that AT&T typically generates invoices around the 15th of each month, but I receive my paper bill towards the end of the month, with a due date of the 6th of the following month. I have noticed that sometimes there may be a delay in receiving the bill, leading to concerns about late payment charges, even though I consistently pay on time. While I am recognized as a member of AT&T Thanks, I do not feel a strong sense of loyalty from the company. I just needed to share my frustrations. All my services are with AT&T.

On March 1, [redacted], I made a payment of $[redacted].00 for my home service. However, on March 7, [redacted], your company went into my account without permission and deducted $[redacted].61. I had previously canceled auto withdrawal back in October. Despite contacting customer service multiple times, I was continuously given the runaround. After finally speaking with Divine, who provided me with case number [redacted], I was promised a refund in 72 hours which never materialized. Upon following up, I was informed by Hannah that a refund was not possible. I switched to your company based on a recommendation from my brother, and even got my mom to switch the same day. However, I am now anxious about future unauthorized withdrawals. Unlike Comcast, who I was with for 15 years without any issues, I am now on edge. My bill is up to date, but I need this matter resolved. I always heard good things about your company, so please investigate this issue promptly.

I want to report a troubling incident with AT&T U-verse. We have been long-time customers utilizing their television, Internet service, and wireless for our Ooma Voip telephone. When a technician came to upgrade our router, he abruptly left halfway through, claiming we had canceled the work, which we did not. Despite his reassurance that service would be restored, it was not. This left us, as elderly individuals with health concerns, isolated without communication. Despite struggles with AT&T's customer service, our daughter managed to secure a technician visit to resolve the issue. We are deeply disappointed with the handling of our case and demand an apology. We also seek assurance that actions will be taken concerning the technician who left us in this situation. If these concerns are not addressed, we will consider switching providers and sharing our negative experience with others. -Douglas and Daniela McCurrach

Since switching to AT&T, I've encountered numerous issues. It took 30 days to receive my phones for all 7 lines. Despite being assured that activation and billing for the first month would be handled smoothly, I ended up with 4 bills instead. I've reached out to my sales team multiple times with no response after the phones were activated. It seems they were only focused on making the sale. I left several messages for Veronica from the corporate office, who initially helped me, but once the phones were activated, I didn't hear back from her. After leaving yet another message for Veronica yesterday regarding my bill, I received a text saying it's late. On top of that, I have a $[redacted] Verizon bill from transitioning all four devices. This entire experience has been frustrating, from the delays in receiving the phones to the confusion with billing from both companies and the lack of follow-up. I regret moving to AT&T as I'm not seeing any cost savings.

I have been experiencing ongoing issues with my daughter's phone since December [redacted], and it is now March [redacted]. Despite numerous attempts to fix the problem by changing SIM cards, phone numbers, and even getting a replacement phone through Asurian, the phone still does not work. I was promised by a representative named Janeca that the $[redacted] deductible would be removed from my account on March 19th, but it is still on my bill as of March 26th. After speaking with a manager named Jacob in-store on March 24th, he assured me it would be resolved, but it is still unresolved. When I called customer service, I was met with rudeness and unhelpfulness. I am extremely frustrated with AT&T's lack of customer service and am considering switching carriers and filing complaints with the Better Business Bureau and corporate. I have spoken to numerous representatives and managers without a solution. I am seeking assistance from someone who can finally resolve this issue promptly.

On March 19, [redacted], I went to the local store to reduce my family plan's monthly GB. We rarely used over 10 GB but were paying for 20. Tyler, a helpful young man, assisted me promptly as I arrived. We discussed the options, and he assured me it was done within minutes. After leaving, I got an email from Tyler with a much higher quote, making me anxious. Upon replying to the email, using the provided link with Tyler's email address, it bounced back. In the following days, I visited my usual store, where Randall rectified Tyler's oversight. I just wanted to inform someone about Tyler's error, as Randall fixed the issue.

I'm George Sherman. A few years ago, I bought a used Samsung flip phone, the SGH-A997, with IMEI [redacted][redacted] on eBay for my mission and relief work in Haiti. The phone was supposed to be unlocked, but it seems the original owner didn't settle their bill, resulting in it still being locked. I've tried reaching out to customer support, providing case number CM[redacted]5_[redacted]29, but with no success. I ask for the phone to be unlocked so I can use it during my upcoming trip to Haiti from Apr 10-19. This phone is essential for my work in remote areas and would greatly enhance my security.

My name is Shakirah Melvin. I would like to address my recent experience with AT&T regarding a billing issue. On Friday 3/22/[redacted] and Tuesday 3/26/[redacted], I encountered challenges. Initially, I spoke with Angelica, who was unclear about my bill and eventually disconnected the call without resolving my issues. The following representative, Nancy, gave me incorrect information about a BOGO credit on my account, relating it to a Direct TV deal I never enrolled in. Despite explaining the error, she was unable to assist further. When I called back on Tuesday, I was again misinformed before speaking with Supervisor, Andrew. He insisted I visit a store to resolve the issue, showing a lack of willingness to help. Eventually, another supervisor named Christian clarified the situation, acknowledging the error and working to rectify it. The overall customer service experience was chaotic and dismissive, requiring multiple calls and over 3 hours on the phone. I hope this feedback can lead to improvements and perhaps compensation for the inconvenience.