AT&T Customer Service Issues

I have been attempting to address an issue with my AT&T home internet service without success. I had the service at two homes and also use Direct TV Now. Last December, I received an email from AT&T regarding an account update, which I still have. The email stated that as a customer of Direct TV Now and AT&T home internet, I was eligible for unlimited data at the residence linked to Direct TV Now. I had this benefit until recently when I sold one home and moved. I updated my address with Direct TV Now and AT&T as instructed in the email for the unlimited data offer. Despite multiple contacts with AT&T home internet, I have not received the promised callback from the back office. Direct TV Now claimed they were unaware of any bundle offer from AT&T when I asked. Even though the email about the unlimited data came from AT&T, they seem unaware of it. I enjoyed the offer while it lasted, especially since Direct TV Now added my local TV stations. I believe it's only fair for AT&T to honor the offer made in December [redacted] and reinstate the complimentary unlimited data for my AT&T home internet account. Thank you for your attention to this matter.

Good morning, it is Saturday, April 6th. I contacted technical support today regarding an error message on my TV stating "unable to connect to the server." I spoke with Helen, identified as agent ID number 83569Y. Despite being a customer, not an employee, I initially assumed the error was related to my Internet service, as I am working from home and using the Internet. Helen's sarcastic response questioning the connection to my Internet left me confused about the issue. However, I appreciated the clarification that the error was related to the server and not my equipment.

About two weeks ago, I attempted to have internet installed at my new apartment before moving in all of my belongings. After spending an hour on the phone trying to resolve installation issues, the person I was speaking to hung up on me not once, but twice upon my call back. I visited an AT&T store for assistance, and while they were helpful, the technician who was supposed to install my internet never arrived. When I called the support line, instead of resolving the issue, they canceled my order and suggested creating a new account, something I had already done twice before. Feeling frustrated and going in circles, I ultimately chose to discontinue using AT&T services and switch to Comcast. Though I've reached out to Comcast for new services, I am deeply disappointed with AT&T and wanted to share my experience. Having already entered AT&T with a negative impression, hearing about others' negative experiences, I've decided to avoid them for any future services. Additionally, I encountered difficulty understanding the person on the phone due to their challenging English fluency. If considering overseas hires for cost-saving reasons, ensuring clearer English proficiency would be beneficial.

My bill in January was $[redacted].53, in February it increased to $[redacted].62. I then spoke to Rose on 2/18 regarding a promotion to save $50. However, my March bill was $[redacted].16 without the discount applied. After contacting customer service on 3/21, I was placed on hold multiple times. Eventually, I was offered a $50 credit for the next 12 months. Despite requesting confirmation, it was denied. I later discovered my April bill was $[redacted]. After another call, with the help of Miguel, my balance was reduced to $[redacted]. Yet, my May bill is still high. Moreover, I was never informed of being in a 24-month contract with potential penalties for cancellation. It's been a frustrating process with multiple calls and discrepancies in promised discounts.

I have been facing issues with accessing my subscribed programming on the DirecTV app, despite customer service assurances that the problem would be resolved. Despite promises of callbacks and emails, the issue remains unresolved, leaving me paying for a service I cannot use. As a long-time loyal customer, I am seeking assistance to rectify this situation. Please reach out to me via email at [redacted] or phone at [redacted] as I drive trucks and need on-the-go access to my programming. Your prompt attention to this matter would be highly valued. Thank you. -Leo C.

Hi, I recently visited an AT&T store and purchased a multi-line prepaid plan for my US trip. However, shortly after leaving the store, the lines stopped working correctly. I paid $25 with prepaid, $30.40 in cash, and $25 on my card for the plan. Unfortunately, neither of the lines - [redacted] and [redacted] - are working as intended, and the multi-line configuration is incorrect. I am disappointed by the confusion at the store and the lack of a proper resolution. I would appreciate it if you could assist me in correcting my current plan and multi-line setup to match what was sold to me. Additionally, I kindly request a refund of $30.40 charged to my card. I hope to avoid the need to visit the AT&T store again to resolve this issue and am considering switching to T-Mobile due to this experience. Thank you for your attention to this matter. Best, Fabia

I recently had a concerning experience with a customer service representative who repeatedly ran my credit without my knowledge or consent, leading to potential negative impacts on my deposit and credit score. Additionally, this representative, Vanassa Henderson, carelessly broke my state-issued ID and failed to apologize for the mistake. Despite explaining the repercussions of her actions, she disregarded my concerns and proceeded to submit my information multiple times. Furthermore, when I raised these issues, she responded in a disrespectful and unprofessional manner, even threatening to continue accessing my credit information before asking me to leave the store. I have attempted to address this situation with the store manager, but I have yet to receive a response even after a week. This experience has caused unnecessary stress and inconvenience for me. As a result of this unresolved matter, I am now considering escalating my complaint to relevant consumer protection agencies such as the BBB and FTC Bureau of Consumer Protection.

After numerous online chat sessions and phone calls with AT&T representatives, we are still trying to receive the remaining balance of our prepaid VISA cards promised by AT&T's door-to-door sales team. Despite speaking to Customer Service Chat Manager Jeffrey, who scheduled a call back to assist us in contacting the rewards center, we never received that call. Our chat references are [redacted][redacted]1 from 4/6 and K[redacted]5 from 4/4. We kindly request a thorough review of these references to avoid repeating our frustrating experience. We appreciate if you could assure us of the promised $[redacted] card in writing and an additional $50+ commitment made during the initial sales visit. Thank you for your attention to this matter.

A representative from AT&T visited me recently and spoke about the improvements in the area. I had no intention of signing up and clearly communicated that. However, I received a letter thanking me for applying for services which I did not do. I was frustrated and unsure how to reverse this. I searched online for a solution without success. I seek assistance in canceling this unwanted application promptly. I prefer not to endure being transferred between departments on the phone, trying to persuade me otherwise. I hope to resolve this matter quickly. Thank you for your understanding and prompt attention.

An AT&T salesperson visited my home recently, talking about improvements in the area. I clearly stated I wasn't interested. However, I received a letter thanking me for applying for AT&T services. I was frustrated and unsure how to reverse this mistake. I tried searching online to no avail. I need to cancel this without going through endless sales pitches on the phone. I want this resolved promptly. Thank you for your help.

I am experiencing issues with my AT&T U-verse bill. The number listed on the bill is incorrect, leading me to be transferred between departments with no resolution after hours of back and forth. My bill has suddenly doubled in amount. Despite previously speaking to a representative who lowered the bill by removing old movies I never watched, my bill remains unchanged when I called to pay today. I refuse to pay double for services and do not want to pay excessively for basic news channels. It is frustrating to spend so much time on the phone only to feel like I am being placated without any actual changes being made.

As a former AT&T customer for over 60 years, the changes in the company's service have not gone unnoticed. What was once known for quality service at a reasonable price has shifted to what feels like excessive charges. My frustration lies in being billed for services I do not use, like receiving multiple mailings for television services when I have no interest. The lack of a low-cost option for customers who primarily use minimal talk and text is disheartening. AT&T's focus on profit over customer needs in today's digital age is disappointing. While I appreciate technological advancements, I believe the company should prioritize affordable services that utilize available digital technology. At 76 years old, I remember a time when things were simpler, and it's with a heavy heart that I have decided to part ways with AT&T. Jonathan Winter from Bellingham, WA.

My spouse and I recently changed phone carriers in early January. We were waiting for our last bill but unexpectedly received notice from a collections agency demanding $[redacted].69. We had two smartphones on an installment plan, and upon canceling our service, we still had outstanding balances. I had conversed with customer service representatives before and after the switch, who assured me that the phones' market value would cover the remaining dues. The reference numbers for these chats are [redacted][redacted]4 and [redacted][redacted]6. After sending back our phones, a 45-day waiting period for crediting was mentioned. I spent around 2.5 hours today (April 9th, [redacted]) speaking with both phone and online agents in an attempt to resolve the matter. Despite being directed by customer loyalty to use online chat for assistance, the issue was not resolved, and the chat mysteriously vanished. I am prepared to settle our final bill, having diligently followed up for the past three months to avoid any complications. It is distressing to see our credit affected unjustly, claiming we owe over $[redacted]. This must be corrected promptly.

I availed a BOGO offer that was delayed and the phone was defective. I canceled within 14 days. AT&T failed to resolve the issue from December 4, [redacted], to March 26, [redacted]. They misled me on credit and raised my phone line cost when my husband joined on a shared 6GB plan. My time, effort, and extra expenses have been frustrating. AT&T seems disorganized now, with most work outsourced to uncaring third parties. Disappointed how my loyalty is treated. The store, billing, and agents gave me conflicting prices, and I only got credit for returning the J7 phone after three months. I seek a 50% bill reduction and more shared GBs without added costs. Despite bringing in a new customer and upgrading two phones, I faced lies and deceit. No one takes responsibility. Case# CM[redacted]4-[redacted]24 remains unresolved after the promised date. Had to push store manager, Barry Turner in Trussville, AL, for the J7 credit. I want the rest of the billing problems fixed. The situation feels chaotic and unprofessional.

Good afternoon, I am reaching out concerning my cancelled account with AT&T. After receiving a letter from a collection agency stating my account had been sent to collections, I emailed them to dispute the balance owed. Please see an excerpt from my email below. AT&T Mobility was cancelled on October 23rd, [redacted], when I ported my number to U.S. Cellular. I confirmed with AT&T Mobility that the port out request would auto-cancel my account and I would get a final bill. I have paid all balances in full, the last being $[redacted].93 dated November 4th, [redacted], covering Retail Installment Contract and service charges. I never received any notifications of a balance due post-cancellation. AT&T Mobility continued charging me after cancellation. Please return this account to AT&T Mobility for resolution of these incorrect charges. Kindly contact me to discuss further as the collection agency was dismissive. I believed the final balance was paid as per the AT&T associate's information. Thank you.

Since January [redacted], I have been attempting to resolve my billing issue. I have spoken to eight customer service representatives named Van, Austin, Shaday Neal, Samara, Noel, Marvin, and Casper. I want to emphasize that I do not want a home phone service. Although credits were issued, $42.40 has reappeared on my bill for the phone service I do not want. Without authorization, AT&T deducted $[redacted].40 from my auto-pay, and this has been stopped since the home phone was not removed as I repeatedly requested. I do not have the time to constantly monitor a corporation's actions. The initial call on 1/13/19 with Van should have resolved this. I am asking for the $42.40 to be refunded to my account. My bill should only include $50 for cable and $40 for internet, totaling $90 plus tax. After multiple conversations with different representatives, I am unsure of the services I currently have. I am willing to give this one more opportunity to be fixed. If this persists, I will cancel my service and share my negative experience with others. I am hopeful for a prompt resolution to this matter.

I contacted AT&T customer service at 10:41 am due to noticing an extra $2 charge on my phone bill within the 24-hour window. Despite my explanation, agent Andrew was unhelpful, continuously blamed me, and shared incorrect information. When requesting a supervisor, I was transferred to Von who reiterated Andrew's statements rudely. Insisting on escalating my call, Von claimed it wasn't possible until I pressed further and was connected to Jeremy. Jeremy investigated the issue but couldn't resolve it, citing system limitations. He also erroneously mentioned being the highest contact. Frustrated by the unprofessional 1 hour and 47-minute call, I intend to escalate my complaint further. Despite being a loyal customer, the disrespectful treatment I received makes me contemplate switching providers. I urge a corporate review of this incident. Sincerely, David Fine.

Today, we transitioned from AT&T U-verse to DirecTV, discontinuing our home phone service. The agreement was to remove the home phone on April 12 and switch from U-verse to DirecTV on April 22 following the technician's visit for installation. We've faced challenges contacting customer service for over 1.5 hours, experiencing disconnections. Our U-verse has been deactivated promptly, and we've struggled to resolve this with customer service. Our account number is [redacted]74, and order numbers are [redacted]A and [redacted]A, outlining the agreed-upon changes. As we've had no success with customer service, we request the reinstatement of our U-verse service until the technician, Terrance ID #TH049Y, completes the installation on April 22 as scheduled. Kindly honor the contract we agreed upon and reinstate our U-verse service temporarily.

I have returned the new DVR you sent me by taking it to UPS today. Two technicians were sent on different days to do an upgrade, but both times the orders were wrong, leading me to give up on the new DVR and send it back. I have decided to stick with the old DVR instead. The technicians who came to the house were nice, although their hands were tied due to the incorrect orders. Dealing with your customer service has been challenging, requiring me to speak with three individuals to fix the initial order, and after many phone maneuvers, I finally reached a human to no avail. I believe I should not be charged the $19 shipping fee as the DVR could not be installed and had to be returned. I have shared my disappointing experience with AT&T with family and friends and am contemplating posting it on Facebook. Sincerely, B.A. C. [redacted] Acct#: [redacted]

I am reaching out with regard to my previous unresolved case CM[redacted]1-[redacted]71 from last month. I am disappointed that the issue with the phone returned on December 24th at the Altamesa and Harris post office in Fort Worth, Texas has not been addressed. I had kept the receipt until March 1st, but after not hearing anything, I disposed of it. Unexpectedly, your company is now attempting to charge me installment payments for a phone I have already returned. It is frustrating that the responsibility for tracking returns and keeping up with the Postal Service seems to have fallen through the cracks. The stress of dealing with this problem last month even led me to seek medical attention at the hospital for high blood pressure. If the issue is not resolved promptly by removing the charge for the phone I no longer possess, I will have no choice but to seek legal counsel. I hope this matter can be resolved amicably as I am a loyal customer with an 8 Plus Galaxy.