AT&T Customer Service Issues

I have been a loyal customer of ATT for over 14 years. Recently, I have been receiving non-stop calls from an unknown caller, which sound like a fax machine when I answer. Despite contacting customer service multiple times, they have been unable to assist me. This situation has greatly disturbed my peace of mind and affected my relationships at home. I am considering involving the police to file a harassment case, but I am seeking help to either identify or block the caller. I would like to communicate via email to provide screenshots of the harassment as evidence. This issue has been ongoing for over 3 years but has recently escalated. Is there an ATT legal department I can reach out to regarding this harassment? I would appreciate a prompt resolution.

In December, my AT&T phone account was automatically combined with my daughter's internet account without my knowledge or consent, although I've been a loyal customer since [redacted]. After multiple calls, I found a helpful representative in the phone department who assisted in separating the accounts and issuing a new account number. Unfortunately, the internet account still shows a combined status with an outstanding balance of $[redacted].86 for the phone bill I paid in February. Despite paying my current internet bills in January, February, and March, my internet service has been suspended due to the erroneous unpaid phone bill. I've tried reaching out to the internet department without success. My ticket ID is [redacted]. I'm frustrated with the lack of resolution from AT&T. - Anita C. [redacted] passcode [redacted]

I am writing to express my concerns about the cellular coverage in the Asher/Wanette, OK area. Cell phones are critical for first responders, aiding in communication and tracking. Despite the presence of an AT&T tower near my city, we face challenges like dropped calls and poor data connectivity. Despite paying a substantial sum for AT&T services, the quality we receive does not match that of other areas. Residents and first responders alike struggle due to these issues, affecting daily tasks and potentially jeopardizing safety. Despite reaching out to AT&T customer care and attempting solutions like the "Mark the Spot" app, the problems persist. I urge AT&T to address these concerns by meeting with our community to enhance customer experience and ensure reliable service in critical situations. Sincerely, Bradley R. Lieutenant Asher Police Department/Major Asher Fire Department

I was reaching out to the AT&T U-verse Customer Retention Department as my contract was ending, looking for options as a loyal customer who always pays on time. I contacted them multiple times to discuss offerings, but the packages were too expensive. In a final call in March with Jeff, he mentioned a $[redacted] monthly plan for Phone, Cable, and Internet by switching from U300 to U200. However, when I received the bill, it had increased significantly to $[redacted].01, not reflecting our conversation. The notes only showed a $10 TV service reduction and not the discussed rate. AT&T seemed inflexible compared to offers for new customers. I've considered switching to Spectrum for better rates. It's disappointing that loyalty is not being rewarded. My account number is [redacted].

I recently contacted to request our billing date to be changed to the end of the month. Although I know this change may take a few billing cycles to reflect, my boyfriend, who is responsible for payment, faced illness and missed work, affecting our income. We asked for an extension until April 12th with the understanding that the new due date would be the 13th until the change is processed fully. Disappointingly, the customer service representatives only offered an extension until the 2nd, threatening to disconnect our service thereafter. I proposed a check dated April 12th and pre-scheduled payment to guarantee timely settlement. Despite my efforts, the representatives were unhelpful and unkind. We are new AT&T customers and regret switching from Verizon, as they were more understanding and accommodating in similar situations. Life's challenges sometimes lead to temporary setbacks, and we hope for better assistance in the future.

I encountered issues with AT&T services and an associated company, "24/7 techies", after a credit card charge of $[redacted].00 on March 22, [redacted]. The problems stemmed from AT&T's internet service affecting Microsoft Outlook. Despite attempts to rectify the situation by setting up emails and fixing issues with Outbox, I faced complications with the email services provided. Contacted AT&T on March 21, but received no response from the manager, Sylvia Lenz, at [redacted]. Further attempts to resolve the email setup issues resulted in incorrect passwords and non-functional emails even after a visit to the local AT&T office on March 25. Subsequent engagements with "24/7 techies" on March 25 revealed further complications and a requirement for additional payment. Upon discovering the company was not located in the U.S. but in SRI Lanka, I followed recommendations from VISA and American Express to cancel further services. Currently, only one email is operational out of the services signed up on March 12, [redacted], with conflicting installation date notifications from AT&T. Seeking assistance from a local company due to ongoing email complications. AT&T internet service appears to be functioning, and my current working email is [redacted] with a contact number of [redacted].

I am Janette Davis, and I want to raise a concern I have with AT&T. I availed of a promotional offer for an S9 phone due to having DirecTV. However, the phone had issues from the start, like missed calls and call disconnections. I contacted representatives multiple times, and they mentioned a tower being down in my area. Despite their attempts at technical support, the problems persisted. By the time I wanted to return the phone, the return period had passed. I then switched to a Note 8 but faced similar issues due to my location. AT&T now insists I pay for the unusable S9. I have reiterated the situation to AT&T, emphasizing the new phone is unused, to no avail. I feel AT&T should have advised me clearly on the return policy rather than trying to fix a faulty device. I wish for a resolution as I've been struggling with this for nearly a year. Thank you for listening to my concerns.

I am a person with a disability living on a tight budget. I received a bill from AT&T for $1,[redacted], which is way more than what I was quoted when I signed up. I was promised a monthly bundle of $[redacted], and when I added a cell phone for $90 more, I was still within my budget. However, my bills have consistently been higher than what was agreed upon. I switched from Charter for the same reason – unexplained bill increases. I don't have any extras like pay-per-view or premium channels, just basic services. I raised complaints with BBB and FCC due to frequent charges for service issues caused by AT&T's equipment failures. Now my service is cut off until I pay $[redacted], which was originally quoted as $[redacted]. The inconsistent billing has not only disrupted my studies but also caused financial strain, with payments exceeding one-third of my monthly income. Living on $[redacted] or $[redacted] with various bills is a challenge that AT&T should understand better.

My telephones are not working properly. The AT&T installer noted two weeks ago that my cordless phones were not functioning, so they did not address the phone jacks during installation. I have since purchased new phones, tested them, and discovered that none of the six phone jacks in my house are working. I am wondering why I am unable to have cordless phones like I did with Comcast and if this may be a consequence of switching services. While my kitchen wall phone functions, it is corded. I rely on my phones for communication, especially given my age and health. I just need one working phone jack for a cordless phone. I have contacted the installer as instructed, but have not received assistance yet. I am hopeful for a resolution without additional costs, as this should be included in the installation service.

In October and November [redacted], I reached out to Direct TV regarding a channel lineup issue. In the midst of that, I was presented with a promotion from AT&T for wireless service and a complimentary phone. After discussing the offer with a representative, I mentioned that I needed to check if it fit my budget before committing. The following day, upon calling back, I provided detailed information and was assured that I would have my DirecTV and unlimited wireless service for a total not exceeding $[redacted] a month, though understanding additional charges for movies. I have been pleased with AT&T's wireless service, finding it superior to my previous provider, Verizon. However, the recurring issues with billing and unhelpful customer service representatives have been frustrating. Monthly, I am forced to dispute late fees despite explaining that I can only pay around the 3rd of each month when I receive my retirement funds. Consistently, I encounter discrepancies in my bill, such as being charged additional fees even after settling the DirecTV portion separately. This month, my bill increased from $[redacted] to $[redacted], prompting yet another call to rectify the situation. The promised $[redacted] bill seems elusive amidst these challenges.

In October / November of [redacted], I was in contact with DirecTV regarding a channel lineup. After resolving that issue, the representative offered me a wireless promotion including a phone at no charge, unlimited wireless service, and my DirecTV for under $[redacted] a month. After taking some time to consider it, I called back the next day to accept the offer if it could be guaranteed to stay under $[redacted]. Although I have been satisfied with DirecTV and the wireless service from AT&T has been much better than Verizon, the billing has been a recurring nightmare. Every month, I encounter billing problems that require me to call and speak to multiple representatives. Despite being reassured everything was fixed last month, this month's bill came to $[redacted]. Feeling frustrated, I am considering switching to a different service to reduce stress. I have always remained respectful to your representatives, but the ongoing billing issues have pushed me to my limit. I hope this email brings attention to the ongoing problem, even though I doubt it will resolve anything. Thank you for reading this, and I anticipate having to go through the same process with another representative tomorrow.

Hi there, I am seeking assistance as I have been experiencing issues with my long-standing email, [redacted] Since October 27th, [redacted], I have not been receiving any emails at this address, causing inconvenience as it is my primary contact for friends from various countries and for accessing financial and social media accounts. Despite being able to send emails successfully, the inability to receive them is problematic. Attempts to update my email on certain platforms have been futile due to the verification process being linked to my inaccessible bellsouth email. Previous attempts to resolve the issue with Yahoo and AT&T have been unsuccessful, with each party attributing the problem to the other. Your prompt assistance in resolving this ongoing matter would be greatly appreciated. Sincerely, D.A. West Palm Beach, FL

I had a chat that abruptly ended without giving me a chance to respond. The agent closed the chat before addressing my concerns properly, which was frustrating. This experience has made me hesitant to consider becoming an AT&T customer with their poor service. Reference Number: [redacted][redacted]6 Date/Time: [redacted]-03-31 14:08:08 Chat Transcript: AT&T: Hello! How can I assist you today? Lourdes L: Hi, I'm Lourdes L. How can I help you? Me: I receive a lot of unsolicited mail from AT&T and want to be removed from the mailing list. Can you help me with this? Lourdes L: I'll work on removing you from the mailing list. Me: Thank you. Lourdes L: We will take care of it. Apologies for any inconvenience. Lourdes L: Anything else you need help with? Me: No, that's all. Thank you. Lourdes L: You're welcome. Have a great day! Unfortunately, the chat was closed before my issue was fully resolved due to inactivity.

Hello AT&T Support Team, My call to AT&T on Jan 12, [redacted], was to request a service suspension from Jan 21 to Apr 19 because my family would be out of the country. I was charged during the suspension period and contacted AT&T upon returning to the US on March 23. The representative claimed my Jan call was for a password reset, not suspension. I asked to review the Jan 12 phone record but didn't hear back by 3/31. When I called again that night, I was advised to contact AT&T legal for record sharing. I am certain I requested service suspension on the Jan 12 call. I ask for the reimbursement of the two months' payment. I successfully suspended services with other providers but encountered issues only with AT&T. I trust AT&T will address this promptly.

I canceled my Direct TV account in January [redacted], but AT&T is still billing me. Despite being told I don't owe anything, I've been charged for two billing cycles. I was advised not to pay, but late fees were added, and now my credit score dropped from [redacted] to [redacted]. The Direct TV charge is $85.73, which I can't stop. After contacting the call center last week, my bill decreased to $60.53, but I wasn't given a clear explanation or a credit for the $85.73 as instructed. My account number is [redacted]3, and I also have AT&T wireless service. Due to this issue, I'm considering switching to another wireless provider from January to April [redacted] due to dissatisfaction with AT&T's service.

I am requesting to downgrade my Direct TV package from "Select" to the basic package. Can you please disconnect the service at my second location and maintain it only at the Living Room location? I would like to consolidate my accounts (Acct [redacted]6, Acct [redacted]9, Acct [redacted]52) into one bill with the bundle rate applied. Furthermore, I believe there might be an open account from when I lived in Gilroy, California, prior to February of [redacted]. If that account exists, please close it. I have attempted to resolve these matters through phone and online channels to no success, encountering disconnections and transfers to unhelpful departments. I was instructed to contact a "Premium Integrated Dept." on a fourth call, but was unsuccessful in reaching them. I urge you to find a resolution for these requests and confirm when the changes are complete as I am unable to endure further frustrations with multiple transfers.

We have two lines on our account. One line with an Apple iPhone 8 Plus 64GB is fully paid off and ready to upgrade to a Samsung Note 9 128GB. The other line, also with an Apple iPhone 8 Plus 64GB, is eligible for an upgrade to the Samsung Galaxy S10+ 128GB with a trade-in value of 80% after 30 months. However, we are unable to proceed with the upgrades due to a locked account caused by multiple service suspensions. The reason given is for our safety to prevent further suspensions. We find this situation unreasonable and frustrating. We request that the account lock be lifted as we were not previously informed about such a restriction. We believe it is unnecessary as we have cleared the payment for one device and fulfilled the trade-in requirements for the other. We hope to continue upgrading our devices as planned. Thank you.

I spoke with a customer service representative this afternoon about my account. I requested to have my service restored and asked about the payment amount of $[redacted] or $[redacted] to which the rep confirmed it was $[redacted]. After paying, my service was still not restored. When I called back, I was informed I needed to pay the remainder. I am upset as the rep guaranteed that $[redacted] would suffice to restore my service. I was promised the recorded call would be reviewed by a manager, but I find the 1 to 24-hour wait time unacceptable for the resolution of this issue.

On March 26, [redacted], I took advantage of the buy 1 get 1 special. I was informed I needed to pay $64 in taxes for both phones. After a long wait on the phone, Joe, who took over from Natalia, arranged for Rose from Enjoy (a subsidiary of AT&T) to deliver and set up the phones. Only one phone arrived despite ordering two - one black and one yellow iPhone. Rose had the yellow one and mentioned the order was for two yellow phones. She had a black phone in her car but I couldn't afford the extra taxes. We contacted AT&T to cancel the yellow phone and order #56-[redacted][redacted]. After providing my card information, a new order #56-[redacted][redacted] was completed. The next day, AT&T emailed about the shipment, which I questioned over the phone. Despite being assured of the cancellation, I was charged again on March 31. This caused an overdraft, impacting my online bills. Despite multiple calls, the refund process has not been resolved promptly. I rejected the yellow phones upon delivery and returned the package. It's disappointing as a longtime AT&T customer with multiple purchases. The handling of this situation has left me frustrated and I urgently require the refund of $64.

I am interested in reaching out to the talent acquisition team in Ohio. I am a loyal consumer of your services and have thoroughly enjoyed them. I have had an 18-year career as a successful wireless manager in high-performing locations, generating multi-million dollar sales. Despite my company closing all stores, I have received glowing references from territory managers, trainers, and HR managers. I recently applied for an assistant manager position at the same mall where I excelled for a decade, showing my willingness to start from the ground up. However, I was informed via email that I did not meet the qualifications required for the role. As I have since accepted a position managing 18 wireless locations, I am curious about the hiring decision timeline. I believe my extensive experience in managing multiple stores and fostering employee relationships could be valuable to AT&T's growth. I hope to open a dialogue to ensure that exceptional talent like mine is not overlooked in the future.