AT&T Customer Service Issues

I have been without phone and internet service since February 5th, [redacted]. Despite multiple calls and five missed appointments, my service has not been restored. I was informed that AT&T does not conduct repairs in snowy conditions in Bear Valley, CA. I urge AT&T to invest in the necessary equipment and begin making the essential repairs in our community. Additionally, it is concerning that billing continues when customers are aware they are without service, raising questions of possible fraudulent practices. Although I was assured by customer service that I would not be billed until my service was restored, I have received a bill with account number [redacted]10. It is essential for AT&T to honor their commitment not to charge me until service is reinstated and to prioritize the repairs needed in Bear Valley, CA [redacted] where many individuals are facing communication outages. Thank you for your attention to this matter. Sincerely, Deborah G.

Our system was out including internet, telephone, fax, and TV. There were no power issues. We contacted customer service, and the representative said he couldn't fix the problem remotely. It kept turning off and on until we eventually got it back on. The agent mentioned it would take 5 days before dispatch could send someone. Being 70 years old with health issues, waiting five days could be critical, especially if we needed [redacted]. I've been a loyal customer for over 20 years and had a work deadline approaching. A new carrier, C Spire, offers faster internet speeds on my street. Despite the intermittent speed I get from you, I initially chose to stick with ATT. The potential 5-day service interruption is unacceptable. Considering the new competition, it's crucial for you to work harder to retain customers. I'm considering exploring C Spire's services in light of this. I value reliable service.

I am having issues with my DirecTV bill. Despite assurances from multiple representatives that it would be resolved by my next statement, I am still being double charged. I called in to update my card after an issue with the payment, and was told the charge would be waived due to my visit to the AT&T store. However, it remains on my bill.

I am facing challenges setting up an AT&T landline in Pennsylvania after speaking with 7 representatives across different countries. Despite over an hour spent trying to get assistance, no one was able to help, including the supervisors. I attempted to set up the account online and was re-directed to call, leading me to visit the local AT&T store in Abington, Pennsylvania. During my visit, I was informed I might need to purchase new telephones for my landline. As a senior citizen with mobility issues, I have been trying to transition to AT&T for my landline as smoothly as possible, especially since I don't use a cell phone. I am interested in the $3.99 a month plan but need guidance on providing information about my current phones. Could a supervisor please reach out to me to assist in finalizing my transition? I am perplexed by the difficulties I am facing in becoming an AT&T customer. Thank you.

Last night, while trying to pay both my fiance's and my phone bill for the $85 unlimited plan, I encountered some issues with AT&T. I successfully paid my bill but then faced difficulties with my fiance's account. After attempting to pay, I received an error message, but my credit card was still charged multiple times for the same amount. Despite contacting customer service, I was informed they could not refund the overcharge. I am very upset with this situation and adamant about getting my money back, either directly or through legal action.

I cancelled my service last month with a scheduled cut-off on 4-22-[redacted]. However, my TV and internet were only working at half capacity in April. After contacting customer service on 4-10-[redacted], I was promised a discount on my final bill due to the service issues. Despite multiple attempts today, I was disconnected twice which consumed an hour and a half of my time. After another lengthy call this evening and requesting a supervisor, I was put on hold for around 20 minutes before finally speaking with one. The supervisor cancelled my current bill but informed me that my internet was disconnected but not my TV. This is confusing as I cancelled both services simultaneously and returned all equipment. The supervisor tried to transfer me to DirecTV to cancel the service again and adjust the bill accordingly, but the call was cut off as they were closed. I've been hung up on multiple times today and still have an active account I cancelled a month ago, leaving me unsure about what charges are valid. I am requesting a single point of contact to resolve this frustrating situation.

We started our internet and cable service on Saturday 5/11/19 but by 8:00 that night, all services went out. After spending over an hour on the phone with a service technician who was at times rude and unhelpful, it was decided that the soonest a technician could come out would be on Monday, 5/13. Despite our repeated requests, no technician was available to come out on Sunday, 5/12. This means nearly 2 days without service, forcing my wife to spend part of Mother's Day at the library to access the internet for work, and causing us to miss watching Game of Thrones on Sunday night. I am seeking information on the steps required to cancel our service, as being unreliable and unreachable for 2 days is completely unacceptable. I also expect not to be charged for any of the inconvenience since I am already enrolled in auto pay. Thank you.

Hello, I need help with my account and billing concerns as I am unhappy with the recent developments. I acknowledge that I was late on two payments and proceeded to make a payment of $[redacted].20 on April 29th to AT&T. This transaction was completed online through My ATT platform using my debit card. Despite this, on Friday, I received a text message stating the payment was not received and I now owe the initial $[redacted].20 along with an additional $[redacted]. This is troublesome since I have verified the payment was deducted from my bank account on April 29th for the exact amount I mentioned earlier, and my service has not been interrupted. I am planning to pay the current balance stated on my latest bill this week and will not be paying the $[redacted].20 plus the extra $[redacted] you are claiming I owe. Thank you, Chris W.

For the past two weeks, I have been attempting to set up international services, and during this time, I have had three technicians visit my apartment without success in getting the service installed. Each time I call customer support, I am bounced between departments - from technical support to customer loyalty and back. Despite assurances that the correct order has been placed, the technicians continue to arrive without resolving the issue, citing incorrect equipment installation. Despite my efforts and multiple calls, the problem remains unresolved. After canceling my account today, I was informed that any credit for the services I never received would need to be discussed with collections. This experience has caused me stress, inconvenience, and wasted time, including missed work opportunities. It's disappointing that a company as large as yours struggles with a simple international service setup, leading me to cancel my account and seek resolution elsewhere.

I wanted to share my recent experience at the ATT store in Stow, Ohio. I visited on 5/4/19 to discuss phones following a chat with the loyalty department online. When I spoke with the salesperson Jordan, he seemed agitated and responded negatively when I mentioned the chat. He stated they haven't honored online prices in-store for years. Jordan's demeanor was aggressive and he spoke loudly and rudely, especially towards another customer who was trying to resolve an issue with her phone. I believe Jordan needs anger management training and should not interact with customers. Conversely, my experience at the Cuyahoga Falls store with Halle Lunt was exceptional. She provided outstanding service, and I highly recommend that store.

Hello, my name is Kris. I am extremely frustrated with reaching out to customer support. The quality of your service is lacking. I have been a loyal customer for four years and have had numerous interactions with your team. The service bottleneck occurs every evening from 4 to 8 pm, and it is unacceptable. I am fed up with this situation. Consider this my final warning. I have diligently followed all your instructions, to no avail. It seems like you are not concerned about resolving this issue. If you do not address it promptly, I will have to terminate my service, especially since I have a payment scheduled for May 31. If I do not receive a prompt response, I will cancel it. ATNT, please take note. It is essential for me to use my device at home, and I will see how things improve on June 1 with my new internet and cell provider. I sincerely hope you take action, as I have shown great patience over the past five years. Thank you, Kris Wantland.

I have submitted multiple applications for the Access program. I was initially accepted last year, but my bill of over $[redacted].00 went unpaid after qualifying. Consequently, AT&T cancelled my entire account when it took almost a month to pay the bill. Despite paying off the bill months ago, I have been unsuccessful in receiving a new application to reapply. I was promised a new application multiple times but have yet to receive one. I am frustrated as I qualify for the program since my family is on food stamps and Medicaid, and my 14-year-old son requires WiFi for his schooling. I have explained my situation to various representatives without success. My attempts to get a new application have been in vain, and I am considering further action if I do not receive a response from the company within three days. Regards, Sarah M.

I have applied for the Access program multiple times. Despite being initially accepted last year, there were issues with my application and my account was canceled after delays in paying a bill. I have been trying to reapply for months, but have yet to receive a new application despite multiple promises. My family qualifies for the program based on being on Medicaid and receiving Snap benefits, and my son needs WiFi for school. I feel frustrated and discriminated against as I keep facing obstacles in rejoining the program. I have tried to resolve this with various departments and managers to no avail. If I don't hear back within three days, I will escalate this issue further. I hope to receive the support I am entitled to as a qualified applicant. Thank you. Sincerely, S. M.

I have been an AT&T customer for over 15 years. Recently, I experienced DVR issues and a technician came out to exchange the DVR without resolving the problem. While he was at my home, an AT&T representative suggested canceling my account to fix the issue. They promised me savings, a Visa gift card, and waived activation fees if I started a new account. Feeling uneasy about this, I complied, only to receive a bill shortly after. I believe something went wrong during this process and I want both accounts reviewed. The old account number is [redacted] and the new account is [redacted]. The technician's name and number are Robert at [redacted] and the representative's name is Ada at [redacted]. Despite attempting to contact Robert, he was unavailable and advised me to call customer service. My details are Nancy G., reachable at [redacted] or [redacted]

I have been with this company for at least 8 years. However, when I needed to cancel my service due to a move caused by flooding, I encountered issues. Even though I tried to reinstate my internet and direct TV less than 24 hours after canceling, I was informed that a credit check was necessary. This seemed unreasonable given my longstanding loyalty to the company. As a loyal customer for over 8 years, I felt disappointed by this requirement. I just wanted to express how I felt about the situation that occurred today on 5/13/[redacted].

I converted my landline to a pre-paid line in [redacted], adding funds regularly. My number, [redacted], has been with me for over 40 years. In September [redacted], my balance was $25.05, but after a hospital stay in November, I found out my account was canceled even though I had a balance. I want my number back as I have many businesses connected to it. AT&T says the number cannot be reinstated. I am disappointed by this after being a customer for over 40 years. I really need this number back. Please review my account as I believe AT&T has mishandled this situation. You can reach me at [redacted] or home phone [redacted]. Thank you. - C. Johnson, Cadcj7[aol].com, [redacted]

Hello, I am writing to express my dissatisfaction with the service I have received from your company. Since starting my ATT/DTV service in September [redacted], I have had to contact customer support almost every month to address billing discrepancies. Each time I called, I encountered broken promises and shifting of blame. I switched to your service for better pricing, but have found the service quality and customer support to be subpar. Whenever there are thunderstorms, our service goes out, unlike with our previous provider. I am extremely frustrated. Just in January [redacted], here are the details of my numerous calls (with employee IDs provided by a few representatives): 1/6: Bill generated 1/11: Spoke with Trisha 2/11: Talked to Ralph of LV (RL103F) and Carlos 2/13: Interacted with Laura, Josh, Arnold (Supervisor), Alena (Billing), Irvin (JL682D) 2/14: Spoke with Amber After thinking that my billing issues were resolved, I received an email indicating a $20 increase. Today, 5/13, I spoke with Anaee who mentioned a one-time $20 credit but suggested I might have to call again next month. This situation is unacceptable. Despite my efforts to resolve this with customer service, I have not made progress. I am seeking a resolution from Corporate. Thank you for addressing this matter promptly. Sincerely, Lori H-W [redacted]

In February [redacted], my 2-year plan with AT&T U-verse was expiring, so I agreed over the phone to a new bundle plan including TV [redacted], landline, and internet services. After receiving a detailed email outlining the charges, I noticed a discrepancy. The monthly cost for the landline was supposed to be $9.99 as per the phone conversation, but the written plan stated it was $20.90. Despite this discrepancy, I decided not to engage in further conversations at that time. However, upon receiving my first bill, I noticed it was higher than expected at $[redacted].51 instead of $[redacted].71. After a frustrating hour-long chat session with a representative named Dyan, I found the responses unsatisfactory and the behavior rude. Even when I requested to speak with a supervisor, the interaction did not yield any resolution. Despite expressing my concerns in a survey and asking to be contacted, my feedback was seemingly ignored. Overall, renewing my plan with AT&T has been consistently arduous and disappointing as the actual costs often differ from what was promised initially. I hope to receive a clear explanation for the discrepancies in my bill. My account number is [redacted]. Thank you, Osvaldo Pascolini

To StraightTalk and AT&T, I am reaching out about the ongoing outage near 25 Keystone Boulevard, Pottsville, PA. I am a Straighttalk customer relying on the AT&T tower in that area. This issue has persisted for two months causing frustration for many customers. Numerous promises of a quick resolution have been made but not delivered upon. I spend a significant amount of time in this affected area and am paying for a service I am not receiving. Even when I leave the area, I encounter problems receiving messages sent during the outage. It's time to address this problem promptly before customers start leaving for other providers like Verizon due to the lack of service. The situation is unacceptable, and I demand a swift resolution. If not addressed immediately, I will be forced to switch providers and seek legal advice. Bogus

I am requesting to cancel my international phone service as I have been unsuccessful in reaching out for two weeks. While in Costa Rica, the service initially worked well, but I started receiving expensive data overcharge messages despite not using data. Even with access to 24/7 WiFi at work, the messages continued, and then the service stopped entirely. When attempting to call for help, I found my WiFi calling was disabled, leaving me unable to contact anyone to cancel the service. Please cancel my service associated with phone number [redacted] and confirm the cancellation via email at [redacted] Thank you.