AT&T Customer Service Issues

I recently received an email notifying me about exceeding $[redacted].00 in international data overage charges for phone number [redacted]. While traveling, I made sure to turn off roaming and cellular data, except for one day last week when I briefly used it. Despite turning it off before my flight, I received this expensive message. I had issues with double charges during my previous trip and had to spend a lot of time on calls to resolve them. Now, even though I have only used hotel Wi-Fi during this trip, my line has been disabled due to these charges. I am extremely frustrated as my wife's phone did not face similar problems while traveling. I urgently need this situation rectified.

I want to share my experience dealing with At&t over the past year. In [redacted], I received excellent service and have been a loyal customer for over a decade. However, in January [redacted], I relocated and needed to transfer my services to my new address. Despite numerous calls to At&t/Direct Tv Customer Service over the last 3-4 months, I have faced ongoing challenges and frustration. Due to repeated issues with technicians and customer service representatives, I had to cancel my Direct TV services. Although a supervisor assured me that the "early cancellation fee" would be waived because it was not my fault and my account was settled, I continue to receive statements claiming I owe money for services I did not receive. I have spent countless hours each week trying to resolve this matter, often getting disconnected or promised call-backs that never happen. I am seeking assistance to resolve this ongoing issue.

Subject: Issue with Account [redacted] Hello AT&T Customer Service Representative, I have been in touch multiple times regarding the cancellation of my account [redacted] since August [redacted]. Despite my requests, the account was put on hold as per the advice of your representative. However, I was not informed that it would automatically reactivate if I did not cancel the suspension. Recently, I discovered the account had been reactivated without my consent and placed on a plan unknowingly. Upon receiving the latest bill on April 9, I contacted customer service to dispute the charges as I have not used the phone. Despite speaking to Rep. Samson and being assured of a reduced bill, I faced difficulties in making the payment, leading to overcharging. On April 18, after numerous failed attempts, I managed to reach out and permanently cancel the account due to dissatisfaction. I had originally planned to cancel the account six months ago as I no longer required the service in Costa Rica. The lack of clarity from your representatives and the mishandling of my account, including unauthorized charges, have been frustrating. I have paid the disputed amount of $12 and am prepared for further actions. I refuse to be mistreated by AT&T and will take this matter to arbitration. Below are the unknown numbers I received calls from and blocked: - [+1 [redacted]] Costa Rica - [+1 [redacted]] Rialto, CA - [+1 [redacted]] Costa Rica - [+1 [redacted]] Costa Rica - [+1 [redacted]] Costa Rica - [+1 [redacted]] Costa Rica - [+1 [redacted]] Rancho Cucamonga - [+1 [redacted]] Rancho Cucamonga - [+1 [redacted]] Costa Rica Thank you for your attention to this matter. Best regards, Fernando T.

To Whom It May Concern, Today, I visited an AT&T store in Charlotte, NC, and observed a need for diversity training among some AT&T representatives. In my opinion, respecting individuals from various backgrounds is crucial for excellent customer service. While I understand the importance of catering to the growing Spanish-speaking population in the U.S., it is essential not to overlook other customer groups. During my visit, my aunt, who contacted AT&T customer service regarding her phone bill, faced challenges due to language barriers with the representatives at the store. Despite seeking assistance, the representatives did not show much interest in resolving our issue until my aunt escalated the matter to a manager. Ultimately, she had to contact customer service again to resolve the problem. I believe that all customers should receive equal and enthusiastic support, regardless of their background. AT&T should prioritize providing exceptional service to all customers. It appears that re-education or additional training may be necessary for some representatives to prevent similar issues in the future. I am voicing this on behalf of non-English or non-Spanish speaking AT&T customers nationwide. Thank you for your attention.

I have been using AT&T internet service (DSL) near Lenoir, NC for a few years now. Initially promised 12Mbps stable, the line's instability led to constant drops and noise. AT&T's solution was to reduce the service to 6Mbps. Despite living by a busy highway, the DSL speed remains low. This limitation is frustrating as even simple tasks are slow with a 6Mbps connection. Adding to the frustration, AT&T is the sole service provider in the area, leaving no alternative for customers. It is disappointing that AT&T fails to deliver on its promised speeds and reliability, especially given the lack of options for users in the area. AT&T needs to address these issues promptly.

To Whom It May Concern, I recently visited an AT&T store in Charlotte, NC and observed a need for greater diversity training among the representatives there. I firmly believe that showing respect for individuals from various backgrounds is crucial for exceptional customer service. While I understand the importance of catering to the growing Spanish-speaking population in the U.S., it is equally important not to overlook other customer groups. Unfortunately, my experience in the store left me feeling neglected due to the lack of assistance provided by the representatives, who were predominantly of Hispanic descent. Despite seeking help for a billing issue, we felt unattended to because we did not speak Spanish. Even when requesting to speak to a manager, the lack of communication only added to our frustration. Ultimately, my aunt had to contact AT&T customer service again to resolve the matter. Although the phone representative was helpful, the in-store experience fell short of the expected service standards. Every customer deserves equal attention and enthusiasm, regardless of their language or background. AT&T, known for its commitment to customer service, may benefit from additional training to prevent similar situations in the future. I speak on behalf of non-English or non-Spanish customers nationwide. Thank you for your attention to this matter. Kind regards.

To the Concerned Party, During my recent visit to an AT&T store in Charlotte, NC, I observed firsthand the importance of diversity training for AT&T representatives. As a fellow customer service professional, I believe that respecting individuals of various backgrounds is essential for providing exceptional service. While I recognize the significant growth of Spanish-speaking communities in the U.S., I feel it is crucial not to overlook other customer groups. Unfortunately, our experience at this specific store left us feeling neglected, as we encountered a language barrier with the Hispanic representatives present. Despite my aunt's attempt to address her billing issue, we were met with a lack of interest in resolving it. Even when requesting to speak with a manager, the lack of communication between staff members hindered the service recovery process. Thankfully, after contacting AT&T customer service again, the phone representative efficiently resolved the matter. It is disheartening to feel discriminated against due to language differences, as every customer deserves equal assistance and enthusiasm. AT&T prides itself on delivering excellent customer service to all, and I hope that this incident prompts a reevaluation of training practices to prevent similar issues in the future. I am sharing this feedback on behalf of non-English or non-Spanish speaking AT&T customers nationwide. Thank you for your attention to this matter. Best regards, [Initials]

A month ago, I had my Samsung Galaxy Note 8 upgraded to an iPhone XS Max, a choice I did not make myself because my mom used my money without my consent. Unfortunately, I have not been happy with the iPhone XS Max, especially now that the Galaxy S10 has been released and I can't switch to it. I was wondering if there is a way to change phones without incurring an $[redacted] fee. Thank you for your attention to this matter, and I look forward to your response.

I had a previous arrangement set up last week but forgot about it due to losing a loved one. When my service got cut off, I contacted ATT and was informed that I could still pay the arrangement to restore my service. After making the payment, I was told to call back once it was posted. When I called again, I was advised to pay no later than the 27th, which I couldn't afford shortly after. I need assistance as my service might be cut off today. One rep mentioned I could pay part of the amount today and set the rest for later, but I can't manage another $[redacted] payment immediately. I've been a customer for 8 years and feel this situation is unfair considering the circumstances. Could I please get an extension at least until April? Thank you.

Dear AT&T Department of the President, I recently sent a cover letter and 12 pages of supporting documents via certified mail to your Paramus, NJ office, as advised by one of your representatives. The package was signed for on March 15, [redacted]. Despite this, I have not received a response and am now at risk of service interruption. I respectfully request a prompt resolution from AT&T and seek communication from a decision-maker within three days. Enclosed, you will find details of a concerning incident I encountered with AT&T, supported by relevant documentation. I am eager to resolve this matter amicably and swiftly. Sincerely, Erik S.

I canceled my internet account earlier this year. I spoke with 3 or 4 representatives over the phone, a typical experience when contacting AT&T for assistance. Despite my repeated efforts to cancel, and my explicit instructions to not receive any promotions or discounts, my account remains active, and I am still being billed. To make matters worse, I am now facing a cancellation fee due to still being under contract, despite being assured previously that this fee would be waived as a result of my dissatisfaction with the service. Today, I was informed that AT&T has no record of my cancellation, despite returning the equipment last month. I find it absurd that I am still being billed for a service I no longer have the equipment for. I request all cancellation fees and charges be waived. My experiences with AT&T's customer and technical support have been consistently poor since my move 7 months ago. As a result, I have already discontinued my DirecTV and internet services and plan to terminate my phone lease with AT&T when it expires.

Dear forum members, I wanted to share my recent experience with At&t. I have been a happy customer until now. I had an issue with a representative who couldn't understand me, and the manager didn't provide a solution or even helpful support. About a month ago, I called At&t to pay my bill and was offered a promotion which I accepted. However, the phones I received didn't work. I visited the At&t store in Laurel where I was promised the issues would be fixed, but now my bill is double. I tried to have the extra lines removed, but got no clear answers. I just want my active line and iPad on my bill, everything else is confusing. I hope to get in touch with someone who can help resolve this matter. Thank you. Sincerely, Vinginique Butler

I contacted [redacted] customer service on February 28 to cancel my cell account. Jules requested a passcode, which I did not have since I never set up an online account. I agreed to have a temporary passcode set up for cancellation, which was supposed to occur the following day. However, I received a bill on 28 March for an additional month of service. When I called customer service again, they asked for the passcode, which I still did not have. I was advised to go to an att store to obtain a passcode and call back. I requested to speak to a supervisor but was unsuccessful. Having previously visited an att store for cancellation, I was informed they could no longer process cancellations in person. As an 81-year-old stroke patient who no longer drives, this process has been challenging. It is important for me to cancel this account as the funds are needed for medication. I kindly ask for assistance in canceling the account and adjusting the bill as initially requested to end on 1 March.

I sent a payment of $82.00 on 3/1/[redacted] with my account number and name, but they are saying they haven't received it. I contacted Western Union, the company that issued the money order, and they confirmed it was received and cashed on March 8th. Now, they are asking for $78.63 to keep the service, even though I already paid on the first. I don't want to pay again when I have proof of payment. I am frustrated and considering cancelling my service.

I am Debbie U. from the Government of Guam Retirement Fund. We are currently facing an issue where we are unable to send email responses to AT&T customers with att.net and bellsouth.net email domains. Below is an error message we received: "An automatic message was generated by the mail delivery software. One or more recipients did not receive a message you sent, resulting in a permanent error. The following address(es) failed: [redacted] host al-ip4-mx-vip2.prodigy.net [[redacted].[redacted].[redacted].[redacted]] SMTP error from remote mail server after MAIL FROM:<[redacted]>: [redacted] 5.3.0 alph163 DNSBL:RBL [redacted]< 67.98.[redacted].[redacted] >_is_blocked.For assistance forward this email to [redacted]". We have reported this issue to [redacted] but have not received a response from AT&T yet. This is impacting AT&T customers who are not receiving our responses to their retirement-related inquiries. We kindly request assistance in resolving this promptly. Thank you.

I am currently overseas with a local phone. I have maintained service on my US phone and my son's US phone to access our contacts. Airplane mode has unexpectedly turned off twice, resulting in costly data charges during the last two billing cycles. I find this situation unacceptable and somewhat suspicious. I have been alerted by AT&T only after incurring up to $[redacted] in data fees. I am requesting a refund as this issue seems to be related to the phone or AT&T's service. Moreover, I am experiencing difficulties logging into my account. The system does not recognize my user ID, phone number, or email address that I have been using for years. This has left me frustrated and dissatisfied with the service. I demand a refund for the unexpected charges and request assistance in resolving the login issue to access my account successfully. Thank you, K. Driscoll

I am experiencing issues with my AT&T internet due to Alabama power line induction interference. An engineer came and located the problem, marking the utility poles for repair on 3/25/[redacted]. AT&T has not been proactive in communicating with the power company despite the initial call made by their technician. I received contact information for the engineer's office and cell phone, prompting me to reach out on 3/28/[redacted]. I find it frustrating that I have to take on the responsibility of contacting them when both companies operate from the same poles. Living in a less populated area limits my options to switch providers. My son, who lives [redacted] feet away, does not face the same issue. I will continue to pursue a resolution, even if it means escalating my concerns until they are addressed.

On February 8, [redacted], I contacted AT&T to terminate my TV service due to ongoing billing issues despite multiple calls to rectify them. An employee named Anthony advised me not to pay the final bill until after returning the equipment. When I found one of the boxes missing, causing panic, I located it eventually. Upon receiving a bill with a $9.25 late fee, I called AT&T, but the representative was unhelpful and uncooperative. Despite initiating a $[redacted].92 ePayment on March 13, [redacted], through Capital Federal Savings towards Direct TV account #[redacted], the payment remained unprocessed. Despite contacting AT&T on March 27, [redacted], the issue persists, with cross-referencing my Direct TV account #[redacted] with the AT&T account #[redacted]03 to prevent future occurrences. Assistance is greatly appreciated. Thank you.

My AT&T Wireless/DirecTV account number is [redacted]. I discovered that Spectrum is offering wireless for $45 a month, which intrigued me. However, after speaking with them and realizing they don't have a 24-hour help desk and use Verizon as the underlying carrier, I explored other options. I contacted Verizon, T-Mobile, and my longstanding provider, AT&T Wireless. Sadly, my experience with AT&T's customer service was disheartening. The first agent I spoke to didn't provide adequate assistance, and when I requested a stateside agent, she misinterpreted my request and abruptly hung up. The subsequent call was even more frustrating, as I didn't receive the support I was seeking, nor did a supervisor ever join the call. Despite my loyalty and decades of being a satisfied customer, the lack of proper service and ineffective communication pushed me to consider leaving. Ultimately, I learned that my AT&T bill is only $5 more than Spectrum's offering, but the poor customer service experience was the deciding factor. I am disappointed by the lack of acknowledgment of my lengthy account history. Thus, I am reaching out to the AT&T executive office for guidance on wireless plans and the opportunity to discuss my concerns with someone who can communicate effectively. Although $5 may seem insignificant, the disregard for a long-term customer like me is disheartening, prompting me to switch providers.

I am Sharon Patton, and I need to cancel my Direct TV service due to ongoing issues with the On Demand feature. Despite upgrading my equipment as suggested by an ATT technician, the problem persisted. The root cause appears to be inadequate internet speed from ATT, the only provider available to us. After canceling the internet, we decided to cancel the TV service as well to explore better options. However, we were informed of a $[redacted] early termination fee, which seems unjust given the unresolved issue. Having been a loyal customer for 20 years with multiple services, it is disappointing that the fee cannot be waived. I believe this situation constitutes a breach of contract. I have already contacted customer service twice to no avail. I am considering cancelling my cell phone service too. I am hopeful you can assist in resolving this matter promptly. Thank you for your attention. Sharon Patton