AT&T Customer Service Issues

My name is Sonja, and my account number is [redacted]. Yesterday, I discovered that I also had a SECOND account, [redacted], at the SAME ADDRESS for the same services. I have been complaining about this second account since the first month of service, with no resolution. Despite three technicians visiting and receiving a new box, the issue persists. I believe the phantom account is causing my connection problems. I consistently face service interruptions and am paying for unreliable service. Currently, I have been without service for three days, waiting for another technician as the new box is linked to the phantom account. From the start, there have been numerous issues such as service dates and line problems affecting my work and school. Despite reaching out, I feel unheard and only receive temporary solutions. This situation is unfair, and I hope this message finds someone who values customer care.

I am in need of assistance with placing orders over the phone due to my current situation. I reside in Montana but am temporarily staying in Texas. The website indicates that sales tax is based on the primary use state, which is Montana in my case. I have faced difficulties with the credit analysis department suspecting fraud and requesting in-store verification multiple times. This has caused me to travel over [redacted] miles unnecessarily. I am looking to upgrade my devices over the phone and expect AT&T to honor the promotions and add-ons promised. When my spouse and I switched from Verizon to AT&T, we ensured that receiving shipments at our current address wouldn't be an issue, especially since my husband's job requires frequent out-of-state travel. The constant need for in-store verification due to fraud concerns is inconvenient and I seek a resolution.

To whom it may concern, I have been in the United States for three weeks now and had a concerning experience with AT&T. Initially, I tried to get a prepaid plan, but the representative offered me a contract phone deal instead for $34 per month, which sounded great. I visited multiple AT&T stores to set it up, encountered issues with providing my card, and eventually linked it at the third store. However, I was shocked to learn I owed $[redacted] instead of the $34 I was initially told. The fees were not clearly explained to me, and now I feel misled and burdened with unexpected costs. I am disappointed with the lack of transparency and feel the staff misled me into a contract with hidden fees. I would like to switch back to a prepaid plan and address the bill discrepancies promptly. Sincerely, Suzanne Du Plessis

In August [redacted], an account was suspended while the owner was incarcerated. Despite efforts to change the billing to installments only, it took until November to resolve the issue. The account was paid off, then unexpectedly reverted to a higher billing plan. Numerous calls resulted in delays and confusion. Finally, on 3/10/19 a representative adjusted the bill, but now Mario from Mesa, AZ states a credit check and deposit are needed due to their errors. Mario is the only point of contact, leaving no room for escalation, leading to frustration. The demand for $[redacted] instead of reinstating installments seems unreasonable. Threats of FCC and fair credit reporting act involvement loom if the situation is not rectified promptly. Switching to T-Mobile or Verizon for multiple business and personal accounts is being considered due to the ongoing issue with AT&T.

My account was put on suspension in August [redacted] while the owner was incarcerated for a year. After multiple attempts, the account was fixed in November and paid to a zero balance. However, the system changed the plan back to billing for full usage at a higher rate. Despite promises to reinstate the account to installments only, it wasn't done. Now, I am being asked to pay $[redacted] or undergo a full credit check and deposits due to their errors. I have been bounced around between different offices and managers, and now only Mario ID#MG4224 in Mesa, AZ, can assist. This situation is frustrating, and if not resolved promptly, I will escalate it with the FCC and fair credit reporting agencies and consider switching to T-Mobile or Verizon for all my accounts.

Dear AT&T, I reside in a neighborhood with a prominent sign at the only entrance clearly stating "NO SOLICITING." This sign was put up by the homeowners in our HOA to prevent strangers from disturbing our peace, especially after a long day at work. However, despite this, this evening during dinner, we were interrupted by a young lady from DIRECT TV who ignored the sign and attempted to pitch her services. When I pointed out the sign, she insisted she was not soliciting, but I disagree. Since none of us requested her presence, she was indeed soliciting. I urge you to address your marketing practices in Central Florida, specifically in Port Orange, to respect no soliciting signs in neighborhoods and refrain from such actions in the future. I may have to involve the police in dealing with solicitors moving forward.

I have been struggling to get my Direct TV bill corrected since February after being overcharged $96.33. I was billed for premium services that were supposed to be free for three months, including an extra $53.44 for sports premium and a $35.00 U-verse restoration charge from Jan 4, even though I had switched from UV to Direct TV on Dec 17. Despite having an arrangement for the bill to be fixed by April 3, my service was cut off on April 3 at 9:15 AM, which is the third time this has happened. I have been dealing with representatives who seem to have trouble understanding the billing issues and have been unable to speak with anyone in the states or get a resolution. As someone with a background in customer service, I am extremely disappointed with the lack of protocol and customer service from AT&T. I am tired of the incorrect charges and poor service and just want to cancel my Direct TV contract without penalties due to the ongoing issues.

I am experiencing issues with the connectors inside and outside of my iPhone line, which seem to be a result of past rewiring by a cable company and modifications by AT&T. The outdoor box is frequently tampered with by neighborhood kids, and the indoor setup is not childproof, posing a risk to my toddler granddaughter. I have taken photos of the problematic areas and would like guidance on how to secure them. I am unsure whether to arrange a repair visit or seek assistance remotely. As a long-time AT&T customer paying $[redacted] monthly for wifi and iPhone services, including inside wiring, I am confused by the pre-existing cables and extra phone jacks. How can I share the photos for help?

Dear Direct TV Customer Service, I am writing to address a persistent billing issue on my account, #[redacted]40. There is a past due balance of $97.57 that stems from an unauthorized charge of $39.99 for "Hustler" TV. Despite multiple attempts to resolve this over the past four months, I have not been able to get a satisfactory resolution. Each time I called [redacted], I encountered challenges with the representatives. One call promised a callback that never happened, while another abruptly disconnected after a 30-minute hold. A third call did result in the removal of "Hustler TV" and a partial credit, but the outstanding balance remains. Due to the inconvenience caused by these billing errors, I am only able to pay $71.64 for this month. I kindly request that this matter be promptly addressed as I am running out of time and patience to deal with it. Additionally, I would appreciate clarification on the remaining duration of my 2-year contract, which was entered shortly before AT&T acquired Direct TV. I look forward to a swift resolution and information on the contract terms. Sincerely, Robert H.

I have been in contact with ATT from 4/1-4/3 to resolve an issue regarding scheduled payments that resulted in an overdraft. Initially, I scheduled two payments, one for $[redacted] on 3/29/[redacted] and another for $[redacted].12 on 4/1/[redacted], from the wrong account. Upon realizing my mistake, I immediately corrected it by making a payment of $[redacted].12 from the correct account. Despite this, ATT is still trying to withdraw the initial two payments, causing my account to incur $25 fees for each attempt. My credit union cannot intervene as ATT needs to stop the attempts. I seek assistance as I am unable to cover the NSF charges and cannot afford further attempts. My anxiety has escalated, and I respectfully ask for this issue to be resolved promptly. Thank you for your help. Patricia K. [redacted]

Yesterday at 4pm, a man carrying an umbrella with the AT&T logo and a tablet appeared at my door on Battleford Drive and Pine Creek Court in Raleigh, [redacted]. Despite my lack of response, he attempted to make contact by ringing the bell, knocking, and calling out. Surprisingly, he even tried to open my storm door, seemingly disregarding the fact that my inside door was already slightly ajar. This made me uncomfortable, prompting me to reach for a kitchen knife. His white Ford F150, parked nearby, did not display any AT&T markings. I recommend that AT&T workers refrain from opening doors without permission. If there was no legitimate employee in my area yesterday, I may need to report this incident and share a photo with the police. Thank you. P. Shaver

About six weeks ago, I had surgery which prevented me from working until yesterday. I spoke with a woman who kindly extended my bill deadline to April 1st, which I appreciated. Despite making two payments to get ahead, I was unfortunately robbed last week, leaving me unable to pay until my first paycheck on the 11th. When I explained this to another woman, she reassured me not to worry due to my history of timely payments. However, today, my phone and my husband's were shut off, and I was informed of a $40 fee for being late. I am quite upset by the service I received and the miscommunication regarding the bill extension. Although I used my credit card to pay, the situation has left me frustrated, especially after missing work to resolve the issue over the phone.

After being a loyal AT&T customer for a decade without a single issue with payments, I decided to switch to Verizon due to service problems in August [redacted]. Upon leaving, AT&T immediately removed my online payment access, leading to delays in settling my $85 final bill, which I eventually paid over the phone after receiving it by mail on September 26. Despite being assured that the late fees and finance charges were waived during a phone call with AT&T, six months later, I received a bill for $67 from Sunrise Collection Agency. This surprising bill threatens to impact my credit due to AT&T's failure to communicate any outstanding balance or attempts to collect it directly. I am disappointed by this lack of transparency and poor customer service experience, and I have no intention of returning to AT&T. I am contesting this bill with AT&T, as it was supposed to be resolved in September [redacted]. - Jonathan P. Johnstown, PA

To whom it may concern, I am frustrated with the lengthy wait times and disconnections when calling about a billing problem. My spouse and I had our identity stolen at an AT&T store. We were wrongly charged $[redacted] in December and later received a bill for over $[redacted] in January. Despite numerous calls, I couldn't speak to anyone and even got a call from a debt collector. As a busy business owner, I can't spend hours on hold. Please contact me to resolve this issue. I insist on verifying these charges to ensure they are not related to the identity theft. I have reported this to the Better Business Bureau due to the lack of assistance. Thank you.

I upgraded my phone on March 15, and since then, I received two texts about reaching 10GB of hotspot data and experiencing slow speeds. I never got this message before. When I got my plan in May [redacted], I was told I had 50GB of hotspot data. I used to be with AT&T for over 10 years before leaving due to no unlimited data and returned in [redacted]. Why was my plan changed when I upgraded my phone? I called three times with no results; nobody can assist me. Sometimes, my English is challenging, especially when speaking with someone who is not a native speaker. I asked for a supervisor, but they wouldn't transfer me. Can you help me revert to my old plan, or should I switch to Sprint, which offers 50GB of hotspot data? Thank you. - M. Reyes

Dear AT&T, I would like to address an issue that occurred during a phone call I had in February with one of your representatives regarding a cell phone plan. Initially, I was informed that my monthly bill would be around $[redacted].41 with the addition of the cell phone plan. Recently, I discovered that the actual cost will be much higher, ranging from $80.00 to $90.00 per month for the next 30 months. This discrepancy is troubling as it was not disclosed by the representative during our conversation, leading to a misunderstanding on my part. I urge you to review the notes from our previous interactions and investigate the initial call to verify my claims. I believe there may be a recording of the conversation in question. I am reaching out for assistance in reassessing my current plan, potentially paying off the phone, switching to a more affordable service, or returning the phone with restocking charges. I expect a resolution to be reached promptly and am open to discussing possible solutions. Your attention to this matter is greatly appreciated. Kind regards, Thomas Kruut

Dear AT&T, I recently canceled my landline and u-verse services due to poor service and switched to Spectrum with the promise of keeping all four of my landlines, which unfortunately did not come true. After reconsidering, I contacted AT&T on 3-26-19 to have my number reinstalled, scheduling the appointment for 4-4-19 between 9-12 a.m. However, the installation did not happen, causing me great inconvenience as I spent numerous hours on the phone with your representatives. I am puzzled as to why there was a delay and lack of communication regarding the issue. Being a loyal customer since [redacted] without any payment delays, I am disheartened by the service lapse. This situation is particularly urgent for me as I have a medical condition and am undergoing surgery today. It is worrisome to be without a working phone line, especially in times of emergency. I urge for a swift resolution to reconnect the wires on the pole promptly. Your attention to this matter is greatly appreciated under the current circumstances. Sincerely, [Initials]

In January [redacted], I canceled a line within 14 days of purchase and returned the phone. Later in March and April [redacted], my personal bank account was charged almost $[redacted] and $[redacted].33, respectively, on the closed account. I had to dispute these charges with my bank, incurring additional costs due to AT&T's error. Despite visiting a local store, opening a case, and speaking to numerous representatives across departments, I have yet to receive the promised refund within 72 hours. The customer service, retention, and escalation departments have been unhelpful, and the employees have been disrespectful. I have not encountered anyone willing to assist in resolving the fraudulent charges totaling almost $[redacted] over two months. Despite numerous attempts, no one has fulfilled their responsibilities in resolving the issue with the closed account. This repeated lack of assistance and unresolved financial discrepancies are unacceptable, especially from a company as prominent as AT&T.

Hello, my name is Annie L. Walker-Taylor. My account number is [redacted]. I had a frustrating experience with AT&T on April 2, [redacted]. I spent over two hours on the phone discussing my high phone bill. Initially, I spoke with Reynaldo, who was unhelpful. I was then connected to Helen, who listened to my concerns. She managed to reduce my bill from $[redacted].00 to $[redacted].00 by adjusting my Direct TV and home phone rates. I was pleased with the outcome and paid the new amount on April 2nd, canceling my previous payment arrangement. However, today, I discovered that my initial arrangement was not canceled, and $[redacted].00 was taken from my bank account. Despite the changes made by Helen, my bill online still shows the higher amount. I don't want to spend more time on the phone repeating myself. I hope someone can resolve this issue promptly and ensure my bill reflects the correct amount of $[redacted].00. Thank you.

On 4-5-19, I'd like to report an incident at store (S682) in San Pedro, CA [redacted]. During my visit, I provided $[redacted].00 in cash to pay a $[redacted].98 bill. The manager, Luis, mentioned their cash machine was broken and suggested rounding the bill to $[redacted].00, as he lacked 2 cents in change. I insisted on the full amount back. After expressing my dissatisfaction and threatening to report the situation, Luis reluctantly agreed to provide the correct change. Unfortunately, he made negative comments about me to his staff and displayed unprofessional behavior. Despite the payment, I received no acknowledgment or apology for the inconvenience.