AT&T Customer Service Issues

Account Number: [redacted]62 I recently signed up for AT&T Fiber and U-verse TV, transitioning from being a mobile customer for many years. Initially, I only had one wired receiver and planned to use FireTV sticks in another room. However, the FireTV app proved to be useless, prompting me to order a wireless receiver despite the additional monthly cost. The issues began when the receiver arrived a day earlier than the activation date. After spending two frustrating hours on the phone with customer service, they activated the box 'early' and made it seem like a favor. The next day, I received an email asking me to return the equipment, causing another hour-long phone call. I was assured I wouldn't be billed for unreturned equipment, but I am skeptical given the confusion. The representative mentioned it was due to my early activation, which seemed unreasonable in [redacted]. I hope not to be charged for a new box that I didn't return. Overall, the phone support was unsatisfactory and the FireTV apps were unusable. I only requested the extra box because the apps didn't work, despite my Wi-Fi connection being fine with Netflix and YouTube.

We switched from U-VERSE to DirecTV due to undocumented rate increases. We agreed to a new contract through AT&T to terminate our phone service on 4/12/[redacted] and switch to DirecTV and faster internet. When your technical team installed a new dish and activated our system, you immediately cut off our U-VERSE service, deleting our TV service and recorded programs. We spent hours on the phone with customer support until late last night. Despite promises, our service was not restored this morning. We lost all our recorded shows and were incorrectly billed for U-VERSE and DirecTV. We feel betrayed, as you've lied, committed fraud, and tried to charge us for services we haven't received. We demand compensation for the trouble, lost programs, and false charges. We plan to seek restitution for the poor treatment, deceit, incompetence, and time wasted dealing with your ineffective customer service. Please stop billing us for a service you haven't provided and address the distress caused by your mistakes. - A.C.

I am contacting on behalf of someone who is not an AT&T customer, but the AT&T overhead telephone line from the pole to their house in the backyard is hanging dangerously low. This poses a safety risk, especially since it is close to a school. Despite a service call with a reference number scheduled today, no one has come to address the issue. After spending an hour on the phone following up, I was informed about an open ticket due to construction, which is not the case as there is no construction in the vicinity. As an AT&T customer, I am extremely dissatisfied with the lack of response to this safety hazard. I have dedicated over 3 hours on the phone with AT&T since 3-28-[redacted] to resolve this matter. It is imperative that AT&T takes responsibility for their phone lines and resolves this situation promptly.

The $[redacted] bill is for the equipment that wasn't returned. The modem couldn't be returned due to an apartment fire next door that led to tragic consequences. The fire caused damage to our unit, which was condemned by the San Jose Fire Dept., requiring us to evacuate due to safety concerns. Despite explaining this situation to multiple AT&T representatives on numerous occasions, we seem to encounter a lack of understanding or progress. We offered to provide official reports related to the fire, but each representative declined the offer. We even made two separate payments, one for $24 and another for $37, experiencing a payment error message but seeing the charge go through later. After being assured by two different AT&T staff members that the modem fee issue would be escalated and resolved within 7 to 10 days, we hope for a prompt resolution. The repeated need to explain this issue and the payment discrepancies have left us frustrated with AT&T's customer service level. If AT&T requires the fire department or Red Cross report, please let us know promptly. We believe AT&T can improve its handling of this situation. Sincerely, Harris L. Winns

I am Pat Hutcherson, and my phone number is [redacted]. My phone bill has become unmanageable at $[redacted] a month, exceeding even my house payment. I am exploring alternative options due to the excessive cost. We have two lines, one for personal use and the other solely for processing credit cards during our seasonal business. Please advise if any adjustments can be made to keep me as an ATT customer. I am constantly contacted by other companies offering savings, but I prefer to stay with ATT if possible. Thank you for addressing this matter. Pat Hutcherson ([redacted])

I am experiencing an issue regarding a charge. An AT&T store representative sold me a defective phone case when I purchased my cellular device. The case, which was supposed to protect my phone, contained liquid that leaked into my device, causing damage and forcing me to replace the phone. The purchase was made in August of [redacted], and unfortunately, I no longer have the receipt. The case's manufacturer is unable to assist without the receipt. As I have recently moved far from the AT&T store, visiting in person is not feasible. My insurance deductible covered only 25% of the new device cost, leaving me with the remaining bill. I am dissatisfied with this situation and its outcome. Despite paying my monthly bill, I face service suspension unless I pay an additional $[redacted] for the replacement device. It seems unfair for me to bear the cost for something that should have protected, not harmed, my device. I seek a resolution to this issue, or I may need to switch carriers.

I am disappointed with the recent experience trying to get new phones for my wife and me. We spoke to the retention department on March 20th and ended up with an iPhone 8 Plus that my wife did not like. We were directed to return it to a store for an exchange, but faced challenges due to pricing issues. We tried to resolve it through multiple calls but were unsuccessful in getting a different phone despite being within the two-week window. It feels like we have to explain our situation each time we speak with someone. I would appreciate it if you could review the account notes and assist in resolving this matter. Thank you.

My husband, S. Caton, owns a phone outright that he's been trying to sell for nearly a year. Despite paying it off, we're unable to unlock it at the desired carrier after multiple attempts at AT&T stores and through online and phone support. We were promised email notifications with necessary codes, but haven't received them. How can we unlock the phone without having it on an account or having our phone number associated with it? We're frustrated with AT&T's handling of the situation and would appreciate speaking to someone who can promptly resolve this issue.

I am inquiring about the device linked to the phone number [redacted]. I had requested insurance for the iPhone XR at $10 per month. I share the account with another person, Timothy Monroe, under a special offer. However, according to AT&T, they mentioned that my phone does not have any insurance. I would like clarification on my current plan details and charges. Initially, I was informed that under the special promotion, I only needed to pay $53 for sales tax. Now, they are stating that Timothy Monroe's phone will require an additional $30 for the first 3 months.

On 04-12-[redacted], my fiancé and I visited the store to upgrade our phones. We were assisted by Mr. Rick. During the process, my fiancé asked about the difference between the iPhone XS and XR, to which Mr. Rick dismissively replied they were all the same. Mr. Rick seemed irritated throughout, even admitting he was not having a good day. He did not go over billing details, did not offer any attachments, and suggested getting the screen fixed instead of upgrading. He did not set up iCloud or explain the phone features. This lack of customer service was disappointing and frustrating, especially since we've been loyal AT&T customers for five years. It would have been better if Mr. Rick had been more helpful and courteous. The whole experience was unpleasant, and I hope this issue gets addressed. The location where this happened is Oklahoma City store on [redacted] N May, OKC, OK [redacted].

I recently switched to AT&T from another service based on a promotion promising a budget-friendly monthly bill for 5 years. Despite being assured that AT&T could meet my needs, my bills have consistently exceeded $[redacted] each month, far exceeding our agreement. I suspect this discrepancy may be due to home service or promotional add-ons. To avoid the stress of addressing this monthly, I am considering discontinuing my service. I do not want to face penalties for ending the service as it was not what was promised. My goal is to have a monthly bill of $[redacted], as initially agreed upon, encompassing both cell phone and TV services. I would appreciate a resolution to these billing discrepancies to align with the terms we initially agreed upon. Thank you.

I recently attempted to authorize my son on my account. After speaking with three different departments, I encountered ongoing issues with receiving the authorization code. Despite being transferred to a fourth department, I experienced a 35-minute hold before reaching the digital assistance center in New York. Unfortunately, I was informed that the escalation department was closed, leaving my issue unresolved after a 1 hour and 56-minute phone call. Tomorrow, my son urgently needs a new phone at an AT&T store in Washington D.C., but without authorization, he cannot proceed. I am disappointed by the lack of resolution and the inconvenience of being transferred multiple times. Prior to contacting customer service, I had already attempted to resolve the issue online to no avail.

I am disappointed with the poor customer service I have experienced with att&t. After switching from Comcast due to promises of faster internet and better deals, my bill unexpectedly increased, resulting in a loss of channels. Despite contacting customer service multiple times, my issues with faulty remotes and slow internet have not been resolved. Even after a lengthy phone call, I was unable to speak to a supervisor as promised. This has led to my cable and internet services being unusable. I request that a supervisor contacts me promptly to address these ongoing issues. Thank you.

I have been contacting the AT&T store in Stephenville, Texas about the Metallic Night King Exclusive Funko POP. When I called yesterday, a female employee said they were sold out. Another employee mentioned they wouldn't be getting any at all. AT&T employees are reportedly selling them for over $[redacted] on Facebook, which is disappointing. I have been a loyal customer for over a decade, and this behavior is unexpected from AT&T staff. When I called today, they said they received the Night King yesterday and sold out quickly. I called yesterday evening and was incorrectly informed they would not be getting any in stock. I would like to get 3 Metallic Night Kings for my children to resolve this issue.

When attempting to upgrade two new iPhones online, I encountered a technical issue on the website that prevented me from completing the process. I contacted customer service to assist with the upgrade for my 5 lines. The service agent I spoke with misled me by promising a buy one get one free phone, citing my long history of over 20 years with the company. Despite my insistence on not wanting a new line, the agent assured me multiple times, and his manager approved as well, that a new line was not needed. Upon placing the order, I discovered it included a new phone number and an upgraded data plan. Despite speaking with multiple supervisors and being promised callbacks that never occurred, a Loyalty Services supervisor noted that they are not accountable for the agents' misrepresentations of services.

Last year, a friend sent me an iPhone locked to AT&T, but I need it unlocked to use it with a foreign carrier for work. When I tried to unlock it on AT&T's website, I couldn't proceed as it indicated the device might be lost or stolen, and I lack an AT&T account to log in. Unfortunately, I can't reach my friend for help due to immigration reasons. I'm unsure how to contact AT&T's phone support and seek assistance online to unlock my device. The IMEI of my device is [redacted][redacted], and my name is Alex Eric. You can reach me at [redacted]

I recently purchased your internet service, expecting installation on April 16th between 1:00 and 4:00 pm as scheduled. Unfortunately, the technician did not arrive, despite no notes indicating a problem on their end when I called at 7:00 pm. After contacting support and being informed the order was not dispatched, I was only offered a Friday reschedule, which I am unable to accommodate. Attempts to address this via your complaint line led me back to the same department unable to assist. I am frustrated and seeking resolution from someone capable of correcting AT&T's error. Having been a loyal customer for 16 years without billing issues, I urge you to reach out to me promptly. My contact number is [redacted], and account number is [redacted]41.

I have been dealing with AT&T for weeks to resolve an issue. An AT&T in-home specialist convinced us to switch from T-Mobile to save money. We were promised waived activation fees and a monthly bill of $80 initially and $[redacted] thereafter. However, our first bill was $[redacted] and subsequent bills were $[redacted]. We contacted the in-home solutions manager who assisted us initially, but the problem persisted. Despite attempts to resolve it with customer service and the loyalty department, we still have not received the promised credits or devices. AT&T has been charging the full amount without waiving activation fees, leading to late fees and other charges on the bill. I've tried to make payments, but my bank declines them due to the incorrect billing. I feel like I am being scammed and have requested them to review call recordings to show I tried to cooperate during the investigation. I need assistance as soon as possible.

I bought a SIM card online to transfer my phone number to my ATT account. The SIM card arrived on 4/17/19. When I activated it, my primary phone number was assigned in error, deactivating my phone. After contacting customer support to reactivate my phone, the transferred number is still not activated due to technical issues. I have been instructed to wait for system updates daily but have not received a resolution. I have a ticket number for escalation. I am currently without a working phone and am seeking assistance to activate the SIM card with the correct number.

I am using Directv services, and every month I need to contact customer service to correct my bill. Despite being reassured each time that I wouldn't have to call again, I still had to today. I was informed that they couldn't assist me without a PIN number, which I have never set up. The only advice given was to reset it at an ATT store or call from my home with call waiting enabled. These calls usually take 20 to 45 minutes, which is frustrating. I never received a confirmation letter with my PIN, and I don't recall ever creating one. Going to an ATT store is not a convenient solution for customers. I am grateful I don't use your phone service. How can I receive more helpful and appropriate assistance regarding my issue?