AT&T Customer Service Issues

Dear Sirs, I have been struggling to obtain a functional iPhone. My account number is [redacted]. I reside at [redacted] Longfellow Circle Albrightsville, PA 18[redacted]. Dealing with AT&T has been frustrating due to their bureaucracy and incompetent staff. Their customer service loop is unhelpful; being disconnected means starting over with a new representative. Today alone, I was put on hold and cut off three times for a total of four hours. AT&T's incompetence and poor service have caused delays. Despite my efforts over the past month, they claim I can't exchange my Apple10max for a Samsung 10S due to exceeding the 14-day return policy. After speaking with three different supervisors in different locations, they waived the policy and issued a new case credit number. I am eagerly waiting for the return phone approval to exchange my phone at the Wilkes Barre, PA store. As a [redacted]% disabled veteran, I urgently seek your assistance in resolving this matter. Please approve the return past the 14-day period so I can receive a working phone. Sincerely, Michael P Darcy.

I am currently using my mobile phone overseas [redacted] and signed up for the passport package. I received a notification yesterday about reaching my limit (whilst my cellular roaming showed 877mb) and immediately turned off cellular service and activated airplane mode. Since then, I have only used wireless networks sparingly to check emails and messages. Today, upon checking my roaming data, it shows around 964mb, dangerously close to exceeding the limit. I am concerned about potential charges as I have been careful to avoid using cellular data. I suspect there might be an error, as it seems unlikely to have used nearly 100mb while asleep and in airplane mode. This situation feels unfair and misleading. I plan to keep my phone under the same settings until I return to the United States in 2 days. If the data usage surpasses the limit during this time, I will escalate the issue to the better business bureau and discontinue any future services with AT&T.

My mother, an elderly individual, recently moved to a new apartment where only AT&T service is available. Despite spending numerous hours on the phone and online, each representative provided conflicting information or outright lies. Initially set up for $65 a month for TV and internet, the channels provided did not match the description, and the internet speed was insufficient for streaming. After several attempts to rectify the situation, the rates kept changing without resolution. Despite assurance of adjustments, bills now show inconsistencies, with charges exceeding expectations. Continual misleading information and unresolved issues led to frustration and wasted time. Seeking a reliable service without deceit, the ongoing confusion and discrepancies are unacceptable. Comparing prices with other providers further highlights the dissatisfaction with the current service. The aim is to ensure accurate service provision without the need for extensive time investment.

Dear Sir, I am experiencing an issue with AT&T's service coverage at Roaring River State Park in Barry County, Missouri. Despite being a customer since [redacted] and generally satisfied with the cell service, I am disappointed by the lack of coverage in this particular area. Other carriers like Sprint and Verizon, as well as Consumer Cellular, have functioning service in the park, leaving me to wonder why AT&T does not. I frequent this park yearly, noting a nearby cell tower, yet I struggle to use my phone without driving several miles for a signal. While I understand your team manages service areas, it is frustrating to not have the expected coverage near my cabin. I urge you to address this issue more than sending a standard response, as my patience is wearing thin. I hope that you can investigate and provide a solution to this problem. I prefer not to switch carriers but will consider it if the coverage matter persists. Sincerely, Ken McClendon

My AT&T fixed wireless internet recently malfunctioned, only providing 1mbps. A technician determined that our antenna was faulty and replaced it. However, he was unable to activate the new antenna due to it being connected to an existing account. Despite contacting AT&T for assistance, we were informed that activating the new antenna as a new account could flag us. The technician left without resolving the issue or providing an explanation, taking the old antenna with him. After spending several hours calling AT&T and speaking to multiple representatives, we were unable to find a solution. AT&T customer service suggested sending another technician, but we have been unsuccessful in scheduling an appointment due to communication challenges with overseas representatives. Loyalty support stated that a new antenna cannot be activated on an existing account without a 90-day waiting period. The situation is frustrating as we are left without internet despite our efforts to resolve the issue.

I recently cancelled my AT&T account to be deactivated on April 10th. I returned the equipment to the UPS store at [redacted] West Taylor Street, Chicago, IL [redacted] on April 11th. The reference number for the return is A5608P[redacted][redacted]. All the items were in good condition. I received a letter dated April 12th, [redacted], thanking me for returning the equipment. I believe it should have reached AT&T by now, unless there is a delay at the UPS store. I want to ensure I am not incorrectly charged for any delay in returning the equipment. I requested the cancellation of services on Monday, April 8th, for termination on April 10th, and returned the equipment promptly on April 11th.

I recently bought my first brand-new iPhone XS and unfortunately had it stolen while shopping. Upon contacting the insurance, I discovered there was none on the phone. Despite paying $[redacted] for the phone, I wasn't given the option to purchase insurance during the transaction. It's my first time dealing with a financed phone, and I'm feeling upset and let down by the situation. It was an honest mistake, and I would be grateful if AT&T could assist me in resolving this matter. As a senior citizen who is new to this technology, I hope AT&T can help me out.

My name is Chris R. from [redacted] W Roxbury St, Springfield MO [redacted]. In February, I received a discount offer, and when I tried to redeem it, I ended up paying $[redacted]. The representative initially mentioned my phones would be reactivated, but later requested an additional $[redacted] payment to DirecTV. After settling the DirecTV bill, they directed me to customer service to reactivate my phones. Unfortunately, they informed me that the half-off offer had expired, even though it had no specified end date. They also mentioned combined billing with a bill in my wife's name, which doesn't correlate with my previous cell phone bills. While I acknowledge falling behind on payments, I feel misled as I promptly paid the offer presented to me. After spending hours on chats and days with unresolved issues, I am seeking guidance on the next steps and clarification on the combined billing discrepancy. If you are unable to assist, please escalate this matter to the appropriate department. Thank you.

Regarding Account#[redacted]: I contacted the customer service team on March 27th to address ongoing issues with my bill. Despite signing up for a $39 per month Direct TV package for 12 months, my bills have consistently been inaccurate. After multiple attempts to correct the billing errors, I discovered that a protection plan had been erroneously added to my account without my consent. Despite assurances that it would be removed at no cost, I was still charged for it on subsequent bills. During my last call, a representative claimed that the $39 per month package I signed up for did not exist and that prices had increased. This led to the termination of my account without any early termination fees, as Direct TV breached our original agreement. However, I was shocked to receive a bill showing a $[redacted] early termination fee. Unfortunately, language and comprehension barriers with the representatives based in Singapore have made it challenging to resolve this issue. I am now requesting that the recorded phone conversation from March 27th be reviewed to validate my claims. Thank you. Best, Duane Peake

I have been experiencing ongoing issues with my cell phone billing since July [redacted]. Despite calling monthly to address the problem, the resolution provided by representatives is not reflected in the following bills. I have faced disrespect and conflicting information from different AT&T representatives. As someone with disabilities and medical issues, the stress caused by this situation is overwhelming. I am urgently requesting for a representative with authority to contact me to resolve this issue permanently. I am tired of being told conflicting information and denied assistance. The late charges are accumulating, and I simply want this problem to be resolved promptly. Please contact me regarding my cell phone at [redacted], so we can communicate effectively and resolve this matter.

Subject: AT&T Customer Service Complaint Date: April 23, [redacted] To the Consumer Complaint Division at AT&T, I am writing regarding account number: [redacted]. On September 26, [redacted], my husband purchased the International Day Pass, with the assurance it would be canceled upon our return. After traveling from 9/26-10/11/19, we noticed extra charges for days beyond our travel period. Despite multiple calls to customer service since November [redacted], the charges persist. We have been promised resolutions each time without success, despite spending over 15 hours speaking with different representatives. It appears there was a misunderstanding regarding the pass removal, especially considering our proximity to the Canadian border, which we explained repeatedly. To resolve this issue, we kindly request a credit of at least $[redacted].88 on our next bill for the excess International Day Pass days and roaming charges. We anticipate a response by 5/19/19; otherwise, we will escalate the matter to consumer protection agencies or the Better Business Bureau. Please reach out to us via email at [redacted], our home address provided, or by phone at [redacted]. Thank you for your attention to this matter. Sincerely, Sharon and Jacque Armstrong

I recently moved and need Internet services. My appointment with confirmation number 22-[redacted][redacted] was canceled as the old tenant's status needed verification. Despite trying to provide the property manager's number as requested, I encountered difficulties. The representative I spoke with couldn't assist unless contacted by the property manager, leading to the cancellation of my appointment. My property manager confirmed this isn't their responsibility. I've already paid a $[redacted] deposit and wish to resolve this promptly to avoid further delays in getting Internet installed. I'm struggling to find a resolution through the chat option, so any help would be greatly appreciated. Thank you, Shannon Hayes.

Hello, I work for Warner Media and was asked to set up an AT&T account as the main account owner to receive my employee discount. Despite creating the account, I have been unable to link my employee discount. I reached out to HR One Stop, but after three weeks, they closed my inquiry, stating they couldn't confirm my employment and advised my HR department to contact them. Two months have passed, and I am still waiting for the HR departments to resolve the matter. I haven't used the SIM card/account and the bill keeps growing with fees while I wait for AT&T's HR and my company's HR to sort out the problem. I want to cancel the account and the bill, but when I contact AT&T, I get passed around, and they redirect me to a disconnected number.

We urgently need assistance with a dangerous utility pole in our alley that continues to lean and shift daily. After contacting Encor several times, they have determined it is an AT&T pole with a transformer and various wires. The pole has been repeatedly struck by the garbage truck, leading to internal damage and sizable portions of wood missing. The adjacent new pole has also suffered damage from the debris caused by the collisions. This situation poses a significant safety risk for our residence and the neighboring homes. Your prompt attention to this matter is greatly appreciated. Sincerely, Cindy Z. located at [redacted] W Beverly Dr. Dallas, Texas [redacted].

As a current AT&T Wireless customer, I faced challenges when trying to change my data plan to Unlimited + More with a military discount for four phones. After getting conflicting information from representatives and not being able to speak to a supervisor, I'm frustrated. I aim to switch to the new plan, including the military discount, paperless billing, and autopay, for about $[redacted] monthly before additional charges, starting next billing cycle. Given my history with AT&T, I request an upgrade to Unlimited Premium at the cost of Unlimited + More due to the difficulties I encountered.

I recently started using your service, but experienced issues with my data being disconnected. I was not informed by the sales representative that this would happen. Without data for a day and a half, I struggled to navigate and conduct my work, which has been a significant inconvenience as a newcomer to the area. Despite visiting multiple stores, only Jade Hewit was truly helpful. Although she couldn't fix the problem, her efforts were appreciated. After some back and forth, my data was restored by another employee. However, my experience with the rude employee on the phone has left me frustrated. If this is the standard of customer service at the company, I am considering cancelling my service due to the overall negative experience.

I am astonished that a company as esteemed as AT&T lacks a more efficient equipment return process. After a technician replaced my Directv box and promised a "recovery kit" would be sent, I waited for weeks without its arrival, despite reassurances each time I contacted customer service. Eventually, I was informed that recovery kits are not mailed, and I should personally take the old equipment to a UPS Store for shipping, which is inconveniently located 30 minutes away. AT&T, it is essential to improve your training for technicians and customer service representatives regarding these procedures. Rather than burdening customers with returning equipment, a more effective solution would be for the technician to collect the equipment and follow an internal process to ensure it reaches the appropriate AT&T department.

My mother's bill was paid and cleared on April 15th for around $[redacted]. Her phone service was disconnected despite the payment. After multiple calls, customer service advised paying around $90 via debit card to reinstate the service, which she did. Despite this, her phone was still not reactivated. Following instructions from customer service to provide proof of payment, we visited the AT&T store, faced rude staff, and were directed back to customer service. After a 30-minute call at the store, the store finally faxed the statement but without any explanation. We were informed to call back in 5 to 7 days. Despite paying twice, my mother is still out of approximately $[redacted]. Seeking a refund or credit, we have been transferred to numerous departments, retelling the story each time. I do not have her account number with me presently. Her number is [redacted]. If further details are needed, I can provide them. Assistance is urgently needed for my mother, who relies on a fixed income. Thank you.

While at the mall on Sepulveda Blvd in Culver City, I witnessed a disturbing incident at the AT&T store. A former employee, who is still an AT&T customer, was mistreated by a female employee. Despite being respectful and asking for assistance with his bill and a phone case, he was accused of causing trouble and escorted out by security. This unjust behavior left me appalled. I spoke to the man outside and learned that he had been fired but needed help with his account. I am not an AT&T customer, so I have been unable to reach the company to address this issue. I feel compelled to share this story and urge for appropriate action to be taken against the unprofessional conduct displayed by the employee. Thank you.

Subject: Concern About Recent Experience with AT&T I am writing to address a concerning experience my elderly mother, Mildred Baker, had with AT&T recently. A representative named Matthew C. from a local AT&T store misled her into accepting a cell phone instead of the wireless phone box she needed. This mistake led to unnecessary complications and distress for my mother, who has limited mobility and health issues. After visiting the AT&T store to resolve the issue, we were informed about a restocking fee of $45.00 that should not have been applied in the first place. As a long-time customer of AT&T myself, I find this treatment completely unacceptable. I kindly request that the $45.00 restocking fee be waived and that my mother's account be rectified without any additional charges. The aim is to ensure a smoother process going forward and to uphold the loyalty she has shown to AT&T over the past 41 years. I have provided my contact details for further discussion if needed. Thank you for your prompt attention to this matter. Sincerely, James Carl Robinson