AT&T Customer Service Issues

On Wednesday, June 13, [redacted], at around 3:00pm in Bettendorf, Iowa, on Fairlane Drive, a situation occurred involving one of your employees who was going door to door. The employee became upset about not making any sales and allegedly started using offensive language towards neighbors, even instigating a physical altercation. Despite leaving the area before the police arrived, law enforcement intervened and asked the person to depart after checking his identification. Multiple residents in our neighborhood reported this incident. The individual allegedly trespassed on our property and was seen approaching our house and garage without permission. We have captured video footage of the employee seemingly attempting to look into our neighbor's windows without making any contact with her directly. We intend to pursue legal action against him. It is unacceptable for your staff to behave in such a manner. The employee, described as a black man accompanied by another black man in a red SUV, was on Fairlane Drive and Parklane Drive in Bettendorf, Iowa. Our security cameras have recorded evidence supporting our account. This matter is not related to any issues with AT&T products; it solely concerns the behavior of your employees.

Dear Tony and Chelsea, I am reaching out regarding the recent billing issue I have encountered with ATT. In mid-April, we discussed the process of moving my business, which involved setting up temporary lines for a seamless transfer to our new location. On May 11th, the wiring and temporary lines were installed, followed by the transfer of existing lines on May 24th. Working with Chelsea ensured the process went smoothly. However, I have now received a bill totaling $3,[redacted].39 for the temporary lines, which includes charges for early termination, long-distance fees, taxes, and line fees. The bill inaccurately reflects services I did not request, such as new service and long-distance options. I have spoken with billing about this issue, but they advised me to reach out to you directly for resolution. As a long-standing customer of over 20 years, I kindly request your immediate attention to rectify this billing error. I never consented to a new contract and only agreed to the temporary lines for prewiring purposes. Thank you for your assistance. Mary Kay Shea Bulldog Fence of Florida [redacted] SW 10th Street, Suite 3 Delray Beach, FL [redacted]

Subject: Unauthorized Payment Issue with AT&T Date: June 14, [redacted] To the Attention of AT&T, I, Richard E. Dahm, am reaching out urgently regarding an incident involving my phone call to Bank of America on June 1, [redacted]. Unfortunately, without my knowledge or consent, an amount of $[redacted].75 was deducted by AT&T during this call, which I mistook for a payment to Bank of America. This unauthorized deduction is clearly documented by both Bank of America (resulting in a late fee) and my bank records. I have no recollection of approving such a substantial payment to AT&T, especially considering my minimal cell phone usage as reflected in your records. I request an immediate refund of $[redacted].75, as well as a credit for the minutes consumed during this call on June 1, [redacted]. It is important to note that I only have the twenty-five cents per minute plan with AT&T and have not consented to any other charges or automatic withdrawals from my bank account. I am willing to allow a $25.00 payment to be retained by AT&T and kindly ask for the remaining amount to be refunded promptly. In addition, I urge AT&T not to address this matter by contacting me via phone call on my cell phone, which would consume my call time. This practice, if deliberate, is concerning and not acceptable. Copies of this communication have been sent to the Indiana Attorney General and the Allen County Better Business Bureau for further action. Sincerely, Richard E. Dahm

We are currently subscribed to AT&T services at home, including phone, internet, TV, and cellular service. On Friday, June 8th, we reported a downed modem causing a loss of our home services. We were informed that a replacement modem would arrive within 2-3 business days, but by Wednesday, June 13th, we had not received it. After contacting customer service, we were promised a delivery on June 14th, which also did not occur. Despite our willingness to pay for expedited shipping or other solutions, we were told none were possible. The delay has greatly inconvenienced us for work and schooling purposes. We are disappointed by the poor service and lack of follow-through. It is frustrating to see a company of this magnitude fail to meet basic customer service expectations. We hope for a prompt resolution to this ongoing issue.

I recently had issues with my landline phone where there was no dial tone, and AT&T sent a technician who left a note advising me to check the box outside. Despite not being informed of a $[redacted] service charge, I later found it on my bill. The customer service representative, Jamie, was unhelpful, stating the fee wouldn't be removed and that there was no appeal process. Frustrated by the situation, I requested the charge be removed and decided to terminate my landline service. I hope AT&T can resolve this matter by removing the unauthorized $99 fee from my bill so we can both settle our accounts accordingly.

My landline, [redacted], has been inactive since last Tuesday. I rely on AT&T for my alarm system, but this is the second time in two years that the line has gone dead. Although I have Verizon and Comcast as backups, I prefer AT&T for its reliability. Whenever AT&T technicians are working at the end of my road, I anticipate service disruptions. It's frustrating that it takes me about a week to contact AT&T, as they are the least user-friendly of the three services I use. I appreciate any assistance you can provide in resolving this issue promptly. Thank you.

This is my third complaint regarding my landline. When the AT&T technician came to upgrade my internet and TV, I explicitly requested not to touch my landline connected to the home alarm system with ADP. However, the technician switched it to an internet phone connection, causing static, no caller ID, and random disconnected calls. I reported the issue to the technician manager, followed by customer service, which resulted in a 7-hour appointment on 06/11. Contact with Brenda from the escalations team led to another failed appointment on 06/16 and a rescheduled appointment on 06/17, disrupting Father's Day plans. The lack of professionalism, unqualified technicians, and incompetent management have left me deeply dissatisfied. I demand my landline be fixed within 24 hours to avoid legal action for damages and lost work hours. Contact me at [redacted] as the home phone is non-operational. My landline number is [redacted]. I expect a competent technician and manager to address this urgent matter promptly.

I have been receiving multiple calls daily from [redacted], claiming to be AT&T tech representatives with foreign accents. They insist on accessing my computer, although I was previously misled by such calls about a year ago. AT&T's official stance is that they do not make unsolicited calls to customers, so I am convinced these are unauthorized individuals using AT&T's customer data for malicious reasons. This poses a significant issue for AT&T's reputation. Though I have been a loyal AT&T customer for many years without any problems, the language barrier with the tech reps makes it challenging to communicate effectively. I wish to address these persistent and bothersome calls promptly.

On Friday, June 8th, AT&T technicians arrived to bury the fiber optic cable necessary for our upgraded internet. Surprisingly, neither my spouse nor I were home during the installation. We were taken aback that the technicians did not choose the most direct route - along the street, under the driveway, and by the garage. Last year when they replaced the wire, they took this more efficient path. Instead, they circled the entire house, cutting through the backyard, leaving visible scars from trenching and tire tracks on our lawn. There was no effort made to repair the damage to our yard. After contacting customer service on Monday and speaking with a representative who may have been a supervisor due to the accent, I was promised someone would assess the issue on Thursday. However, no one showed up or called. Meanwhile, I tried to fill the deeper gouges and stimulate new growth in preparation for expected rain over the weekend. The haphazard trenching and excessive spray paint usage to mark underground lines have left our yard in a state of disarray, with no follow-up from AT&T as initially assured. The process of upgrading has been far from the straightforward and simple experience we were led to expect.

Recently, I needed to transfer all our accounts from my late wife's name to mine after her passing. This included our telephone, two cell phones, and Uverse internet services (TV is with Dish satellite). Despite spending over 30 minutes on the phone with a representative making these changes and stopping auto-pay, the call unexpectedly got disconnected. Unfortunately, the representative did not reach back out to me. Since then, I've been receiving data usage alerts for Uverse, and I noticed my late wife's sign-on still remains primary. I find it frustrating to communicate with customer service due to poor call connections and sound quality issues.

My wife handled all our accounts, but after her recent passing, I needed to transfer everything to my name and pause auto-pay. We have telephone, 2 cell phones, and uVerse for internet (with Dish TV). After a long call, the rep was making the changes, but the call disconnected. He did not call back, and now there are issues with our uVerse account showing high data usage. Additionally, my wife's sign-on is still primary, causing login problems. It's frustrating dealing with these issues due to poor call quality and bad connections when trying to communicate with customer service.

I recently bought a new phone at the AT&T store in Belton, MO. I lost the phone at work, and the saleswoman convinced me to get an iPhone, which I paid for in full with my credit card, not through an AT&T account. I confirmed multiple times that I could return it if I wasn't satisfied within 14 days, and they assured me it was possible. The next day, I returned it and switched back to a Galaxy phone without any problems. However, my boss gave me a replacement phone two days later. I asked my wife, whose name is on the account, to return the new iPhone to AT&T. Unfortunately, they initially refused to take it back despite what we were told. After several frustrating calls, they finally agreed to accept the return and issued a tracking number. They mentioned the credit would show on our next bill, which angered me as I wanted it refunded to my credit card. I've had smoother returns at other stores like Home Depot and Walmart. I need the nearly $[redacted] credited back to my credit card promptly. If this issue is not resolved soon, I will have to end my long-standing relationship with AT&T.

I experienced a loss of Internet and TV signal despite attempting all advised troubleshooting steps. After contacting customer service and speaking to a technical agent, I was instructed to exchange my equipment at an AT&T store. However, upon visiting the suggested store location, they were unable to assist with equipment returns. Subsequent conversations with a manager revealed that store exchanges were not possible, and a technician needed to be dispatched. As a remote worker relying on the service, I have lost workdays waiting for resolution. After a manager's promise to arrange a technician visit, the call disconnected, and despite waiting for an hour for a callback, no contact was made. Subsequent attempts to reach the manager have been unsuccessful.

This morning, I received a recorded call from Direct TV/AT&T that I found to be very rude. As a loyal customer of Direct TV for over 15 years, I have a flawless payment history. Due to a technical issue with my online banking, my recent payment was delayed but will be processed shortly. A simple check of my payment record would show that I always pay my bill early and never miss a payment. I did not appreciate the tone of the call, but I value my Direct TV service enough not to cancel it. I would prefer not to deal with your phone service in the future. Thank you.

In January, I upgraded my plan to have more data because my two teenagers are always on their phones or hotspot gaming due to weak Wi-Fi. Recently, after hitting the 10GB limit on my hotspot, I couldn't even stream basic Netflix. Despite previous months with no issue, a frustrating 1 hour and 45-minute call with AT&T led to no solution. The customer service representatives first insinuated I was exceeding limits and then incorrectly transferred me to the cancellation instead of loyalty department. Instead of addressing the issue, they offered a $25 coupon and tried to upsell me on a new plan just released, causing me to feel manipulated and dissatisfied with the service, especially when already paying $[redacted] monthly.

On June 25th, I experienced a loss of service for my phone, TV, and internet. After speaking with Support, I followed the automated instructions for a system reboot without success. Upon contacting support again on June 26th, a technician confirmed a major issue with no signal. Despite expressing my medical necessity for a working phone, the earliest appointment available was July 1st, which I found unacceptable. Transferred to the Loyalty Department, my concerns were not adequately addressed. Despite being a long-standing and high-paying customer, I felt my situation was not taken seriously. Feeling frustrated by the lack of urgency, I am considering escalating the issue further.

I bought a mobile phone account with you in August [redacted] for my son when he was studying at UMASS. Two months ago, his phone broke, and he got a new LG phone from you, using the same SIM card and contract. Now that he's back in the UK, we need to use a UK SIM card in the LG phone and require the unlock code. We followed the process to request the unlock code from AT&T and received a response stating that they can't unlock the device as it needs to be active on the account for a full 6 months. However, we've had the contract for over 10 months, which is why we find this response unacceptable. Could you please urgently provide the unlock code?

On June 22, [redacted], I received an email with my bill for account #[redacted]95. Upon reviewing the bill, I noticed it was double the usual amount due to a missed payment from the prior bill. I questioned why the payment wasn’t processed since I have auto pay set up on my credit card. After contacting customer service, they claimed my credit card denied the payment and stated I should have contacted the credit card company to resolve it. They mentioned sending an email explaining the issue, which I never received. I contested the late fee since it wasn't my oversight, and after an unsatisfactory resolution, I decided to check with my credit card company. Surprisingly, there was no record of a denied payment to AT&T, so I made the payment promptly. Subsequently, I received notification that my current bill was paid, still including the late fee. Another call to customer service revealed that the missed payment was due to an AT&T system error, not my credit card issue as previously stated. They acknowledged the mistake and refunded the late fee to my account. As a loyal AT&T customer with multiple services, I expect better communication and customer service in such situations to avoid unnecessary inconvenience and fees in the future.

I had a frustrating experience with #ATT @ATTCares. Prior to a technician visiting my neighbor, my internet and phone service were working perfectly. However, after his visit, our services were disrupted. The technician denied responsibility and advised me to log a ticket for the issue. A Senior Technician later identified and attempted to temporarily fix the problem, warning of high repair costs. Unfortunately, the temporary solution only lasted a day, and I've been without proper service for the past 10 days. Despite raising complaints with #ATT @ATTCares, the response was unsatisfactory, only citing an open ticket without resolving the issue. This long-standing customer is deeply disappointed with the lack of support and communication from a company I have been with for over two decades. As Roy Orbison's song goes, "It's Over!"

This summer, I needed to take a break from work due to stress and health issues. I decided to switch to an unlimited plan for my travel needs. After being told my bills would fluctuate slightly, I was surprised when one month I was charged $[redacted] and the next month $[redacted], significantly higher than expected. This caused concern for my finances. I contacted customer service to address the issue of the unexpectedly high bill. They assured me the extra charges would be removed and refunded to my account shortly. However, the problem persisted, and I had to contact them multiple times. Despite being told the matter would be resolved by June 29th, it was not rectified. This led to me having to explain the situation to my significant other, causing further frustration. After several attempts to fix the problem, I spent over an hour on the phone with customer service, having to repeat the issue to multiple representatives. A friend recommended switching to T-Mobile, but I hesitated due to the stress of changing providers during my sabbatical. I have been a loyal customer of ATT since [redacted], but the recent billing issues have made me consider switching carriers in September.