AT&T Customer Service Issues

As a dedicated AT&T customer who relies on continuous internet access for work from home, I was extremely frustrated when I experienced a service outage over the weekend without prior notification. Despite being loyal to AT&T for years and needing uninterrupted service, I was left without internet and cable from Saturday morning until Sunday night without any estimated time for restoration. When I contacted customer service on Monday, I was only offered a $9 credit for the inconvenience, which I found unacceptable given the loss of earnings over the weekend. Disappointed with the insufficient compensation for the disruption caused, I am considering cancelling my service with AT&T due to this negative experience.

I contacted AT&T today to cancel my service. They mentioned I would still be charged for another month, even though my billing cycle began recently. I tried calling on both Saturday after work and on Sunday, but the required department was closed both times. Today, I finally managed to terminate all my services. I simply want to be charged up to today, my cancellation date, and not be billed for any service after that. I find it unfair to be billed for a service I am no longer using. Despite being a loyal AT&T customer for over a decade, no one offered me this option during my calls today. Considering my long-standing loyalty, I believe AT&T should only bill me until today, when I requested the cancellation.

Hello, I recently purchased an international service plan, but I have encountered some issues. I received expensive overage messages despite not actively using my phone, and this morning I woke up to no service at all. I am seeking assistance to understand the situation and would also like to discontinue my service due to the high costs. Moreover, I am unable to enable WiFi calling on my phone, as I am prompted to contact AT&T, even though I had this feature previously. Unfortunately, with my current lack of service and disabled WiFi calling, I am unable to make the necessary call. I am currently residing and working in Costa Rica. Thank you, M. K. Ferguson

I settled my phone bill and requested an unlock on 5/2 in anticipation of switching carriers. On 5/7, after replacing my SIM card, I received an email from AT&T saying my account was inactive, locking me out of my phone. Despite seeking help from an AT&T store and customer service, none understood my request for a SIM network unlock pin except for one CSR at the store. Moreover, my phone is now showing as not being an AT&T device. This has left me unable to use my phone for calls or texts, and I am anxious to transfer my number, which is [redacted]. Please get in touch via email to guide me on resolving this frustrating situation as I am astonished by the lack of assistance. Thank you. - J.H.

I am hoping to discuss my phone service concerns with the Office of the President. As an active duty member stationed in Maine, I encountered difficulties with my account despite efforts with the loyalty department at the area manager level. The account notes outlined potential solutions that were not fulfilled, and I am simply seeking the promised assistance such as being able to turn in my phone for a full rebate, purchase a new one, and possibly move my line to a payment plan. After 11 years with AT&T and 21 years of active duty, I am asking for the loyalty I have shown to be reciprocated. I kindly ask for the chance to escalate my issue to the highest level by speaking to the OOP for a potential resolution. Thank you for your attention.

I attempted to cancel my DirecTV and internet service to relocate, but encountered several issues with the process. Despite sending back the equipment as instructed, I was charged $[redacted] for unknown reasons without prior notice. After numerous frustrating calls to customer service, I was disappointed by the lack of assistance and the dismissive attitude towards the charges. Despite being a long-time customer, AT&T's handling of my situation has left me feeling mistreated and ignored. I have reached out for help in resolving this matter but have yet to receive a satisfactory response. This unexpected charge is a significant burden that I cannot afford, especially without a clear explanation. I hope to have this issue resolved promptly. Thank you. - Gayle B. from Sparks, NV.

I have been attempting to add a 4th phone line to my account for over a month. I keep getting informed that I owe almost $[redacted] for past due charges related to AT&T U-verse, which I dispute. I have documents from DirecTV/AT&T confirming a credit was applied, and no payment was due when I transferred my services to a new home due to an unfortunate incident. Despite resolving the billing issue, now that I want to add a new line, the old charges resurfaced. Unless this matter is resolved promptly, I will have no choice but to cancel all my services - 3 phones, TV, and Wi-Fi with AT&T this week.

For most of the year that I've had AT&T cable, I've experienced frequent issues. Almost daily or every other day, there are errors causing freezing or requiring me to reset the system by unplugging it. I question why I'm paying nearly $[redacted] monthly for subpar service. It's evident why people are switching to streaming apps. AT&T's cable service seems like a façade, just a strategy to increase profits. Another concern is the reduced grace period for bill payment; previously, I had two months before service suspension, now it's down to one month with a hefty $40 restoration fee. This feels like a deliberate tactic to pressure quicker payments with additional charges. The high cost of $[redacted]+ per month is significant, and I'm not receiving the premium service I expect. It seems customer complaints are disregarded, and AT&T may feel unconcerned about losing a few customers due to service dissatisfaction.

My husband surprised me with an iPhone XS Max for my birthday, but I prefer the iPhone XR due to its size. The phone was ordered over the phone on 4/27/19 through a VIP program, and was hand-delivered the same day by Cynthia. Unfortunately, I found the phone too large for my hands and it arrived with a dead battery. Cynthia advised me to contact AT&T or Apple for assistance. My visits to both retailers were frustrating, especially the AT&T store near my home where I encountered rudeness. The phone has had issues charging past 49% and the battery drains quickly. Despite visiting the stores, the problem was not resolved, leaving me with a brand new phone I do not use. I am hoping to exchange it for an iPhone XR.

In December [redacted], I bought two iPhone XRs from your company as part of a buy one give one offer. During an online chat, a customer service representative assured me I would receive a $[redacted] credit within one to three months. Despite my calls in January, February, and March [redacted] to follow up on the credit, I was repeatedly told it was on its way. However, when I contacted service in April, I was informed I did not qualify for the promotion. Despite speaking to three representatives and requesting to speak with a supervisor twice, my concerns were not addressed until a billing supervisor called back. I found it suspicious that the supervisor sounded like the initial representative who misled me about the promotion's existence. The customer service supervisor never followed up. Given my long-standing loyalty as a customer, I feel entitled to the $[redacted] credit promised to me. I relied on the promotion when purchasing the iPhones and trusted your company. I believe records of my calls are on file. I regret not noting the dates but would appreciate clarification on how this issue will be resolved.

I have been a loyal AT&T customer for many years, initially on a shared account and recently on my own. Sadly, today I have decided to end my relationship with AT&T for good. My name is John Phillips [redacted]. My phone was deactivated several days ago, allegedly due to it being reported stolen. I have spent countless hours speaking with both AT&T and Assurion regarding this issue. Today's calls went back and forth between Assurion and AT&T. I urge you to review all my recent calls and add up the time spent. Please consider at least two hours for calls to Assurion and another hour for emails. Subtracting five minutes, you'll see how long it took for me to finally get an explanation for the deactivation. It appears that the original purchaser of my phone did not complete the payment. I wish someone had informed me of this sooner. Despite numerous calls, it took time to get to the bottom of the issue. The supervisor even criticized the frequency of my calls. However, wouldn't anyone seek clarity on such a matter? I was never provided with this crucial information during my initial calls. Instead, a staff member requested my friend's phone number, only to refuse to call them. This behavior was frustrating and unprofessional. In the end, I feel utterly disappointed in how this situation was managed. The lack of transparency regarding the deactivation reason, the unnecessary complaint about call frequency, and the misleading request for my friend's number all soured my experience. I am now left with a prepaid account I cannot use and a non-functional phone. Due to these circumstances, I have decided to terminate my service and seek alternatives elsewhere. If further contact is required, please refer to the following details, as my current number has been blocked: [redacted] Jsammy1890@[redacted] This has been an incredibly frustrating and unprofessional encounter, prompting me to contemplate sharing my experience with the media.

Hello, I wanted to share my recent experience with AT&T customer service. Despite multiple phone calls and discussions with three agents, I've decided to outline my issue in writing due to ongoing frustrations. In February, I visited my local AT&T store to add my fiancé to my plan. We were advised it would incur a $20 monthly fee, in line with online information. Our intention was to simplify our billing since my fiancé was paying $30 with his BOOST account. Following the setup, our first bill was understandably high with added fees and prorated charges. However, the subsequent bill was significantly higher than expected at around $[redacted] instead of the usual $[redacted]. Upon contacting AT&T, a helpful representative resolved the issue, assuring me my future bills would be around $[redacted]. Despite not requesting a credit for the initial billing discrepancy, my next bill again exceeded $[redacted]. Upon contacting AT&T for assistance, the representative claimed the previous adjustment was incorrect, leaving me dissatisfied with the response and lack of supervisor intervention. Unfortunately, subsequent attempts to resolve the issue and clarify the billing discrepancy were unsuccessful due to phone line disconnects and unavailability of customer service. As a loyal nearly decade-long AT&T customer, I am disappointed with the handling of my case. I am hoping for a resolution similar to that provided by the helpful representative in March to restore my bill to around $[redacted]. I would appreciate a thorough review of my account and a prompt response. Please reach out if further clarification is needed. Thank you, Rachel M. [redacted]

It has become nearly impossible to reach a live person at DirecTV Now for help. Despite wanting us to pay our bills on time, it is extremely challenging to get assistance when problems arise. Lately, my bill has been consistently higher than expected, and attempts to contact customer service have been futile. Regrettably, due to the difficulties faced in solving billing discrepancies, I have decided to cancel my DirecTV Now account. This has led me to pursue another phone service provider, as the lack of support and appreciation for long-standing customers has left me with no choice but to take my business elsewhere. The unnecessary obstacles in resolving simple billing issues have pushed me to seek a company that values and respects customer loyalty, an aspect that DirecTV Now seems to have forsaken.

I have been on the phone for over an hour only to be disconnected. I am extremely disappointed with my bill as promises were made and not kept. Firstly, I was assured my early termination fee for canceling U-verse would be waived due to my enrollment in the Access program. Secondly, the email application for the Access program was promised but never received. Thirdly, a late fee was erroneously applied despite arranging with a representative to split my payment into two installments. I paid the first installment over the phone, but the second was automatically withdrawn from my bank account without my consent. Fourthly, not only was the Access application missing, but I was not enrolled in the program as agreed, resulting in me having to pay three times more for the internet than anticipated. I am seeking a competent individual to resolve these issues promptly, as my financial situation has been impacted by health concerns. I have explained this to multiple representatives and would appreciate assistance from someone capable of resolving these matters efficiently.

I have experienced persistent poor service reception at my home despite multiple complaints. An employee, without my consent, changed my phone plan under the guise of checking the service. Following another call two weeks later, the representative assured me that urgent steps would be taken. However, I received text messages claiming the issue was resolved without any actual follow-up or testing. Suggestions for purchasing a signal booster and lack of genuine assistance left me feeling unheard and dissatisfied. Despite promises to address the problem, I was continually met with inaction and unhelpful responses. It is frustrating to pay for subpar service and encounter dishonesty from customer service. I am firm in my request for a resolution to these ongoing issues.

After speaking with five different customer representatives over five days and receiving conflicting information each time, I was finally transferred to a higher level customer service escalation manager. I was assured a 10% additional discount on my monthly bill and a contract change that would lower my bill by $50-60, effective at the start of the new billing cycle. Unfortunately, I received a bill that was $25 higher and saw no changes to my wireless account. My spouse and I have been loyal AT&T customers for almost 9 years, but this experience has been frustrating. I value honesty, and if I had known about this treatment, I might have switched providers earlier. I hope AT&T can resolve this issue promptly or I may need to seek legal advice. Given that phone calls are recorded for quality assurance, I trust AT&T can review and honor the promises made during my conversations.

Yesterday (05/08/[redacted]), we attempted to discuss options with customer retention regarding a better deal for our second year of service. Our experience with Directv's customer retention was extremely disappointing. We were left on hold for over 30 minutes by a customer service representative, and their supervisors exhibited a dismissive attitude. The only resolution they proposed was a mere $5 monthly discount, with the alternative being to cancel our service and incur a cancellation fee. Is this the typical standard for customer retention?

Hello, my name is Whitney Owens. I recently joined AT&T and encountered some difficulties with my first mobile bill last month. Unfortunately, I wasn't able to make a payment due to unforeseen circumstances. My family and I were victims of a robbery at gunpoint, resulting in the theft of all our personal belongings. This traumatic event left me unable to contact AT&T promptly, leading to a suspension of my services. Despite my efforts to reach out via my work phone and a Wi-Fi app, I have struggled to receive assistance. I am expecting my funds to be available in my bank account on the 21st and urgently need my services restored. The current requirement of $[redacted] to reinstate my services is beyond my financial means, especially as I am also facing overdue utility bills and rent totaling $2,[redacted]. I am doing my best to catch up, and I never anticipated facing such challenges. Any help would be greatly appreciated. Thank you.

I am frustrated with the recent software updates. The icons became smaller last year making it difficult for users with eyesight issues to see them clearly. After the latest update, incoming calls no longer display the contact names even if they are saved in my phonebook. Despite spending over 30 minutes on the phone with customer service, the issue remains unresolved. I typically ignore calls from numbers not in my contacts to avoid spam, so the lack of names is concerning. It feels like a step backward in terms of user convenience and security. Seeing the caller's name used to be a basic feature, and I urge the developers to restore it promptly. I am only available to receive calls after 4:30 PM. Thank you, Dorothy

My name is Mike Wells and I am authorized on the Direct TV account in question. The account is under Stephanie Johnson. We are currently awaiting a refund and would like to return equipment once the refund has been processed. We have already spoken to Direct TV's customer service regarding this matter. Please let us know when we can expect to receive the refund. For any further inquiries, please contact me at [redacted]. Thank you, Mike