The following are issues that customers reported to GetHuman about AT&T customer service, archive #43. It includes a selection of 20 issue(s) reported May 14, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently purchased a new wireless hotspot device because my previous one was not working well with my connected devices. When I received the new device, it improved everything. However, after two weeks, I was shocked to receive a message from AT&T indicating that I had incurred over $[redacted] in data charges due to the new device not being on the shared data plan. Despite multiple calls to customer service and supervisors, the issue persisted. In mid-March, I was assured that the problem was fixed and a credit was applied to my account. However, in mid-April, the same situation arose, this time with a $[redacted] charge. Repeated assurances from AT&T failed to resolve the issue, leading to my service being suspended. I am currently on the phone once again seeking a solution for these erroneous charges caused by AT&T's oversight.
Reported by GetHuman-fcianfra on mardi 14 mai 2019 13:21
I recently signed up for your service last Monday with a sales manager. He was present when the technician installed my home phone.
As an additional note, the technician decided to trim my blueberry bush without informing me and then discreetly disposed of the cut branch.
I requested line protection for my home phone and insurance for my cellphone. I also asked for all three services—internet, home phone, and cell phone—to be linked to a single account.
During my time in LA last week, I encountered issues with my new phone and attempted to contact tech support, only to discover that none of the promises made by the sales manager had been fulfilled.
The initial representative struggled to retroactively activate insurance for my cellphone and couldn't assist with line protection for my home phone. She explained that the sales manager had set up three separate accounts instead of linking them together.
Now, I am dealing with three separate bills and only received $[redacted] credit instead of the promised $[redacted] trade-in value for my s7 phone. I switched back to your company because of this offer and the $80 unlimited service, which I previously had with Verizon but with a 5GB limit.
I am unsure of my current plan or how to proceed with payments. Additionally, I am still without line protection for my home phone, even though I was billed a $75 connection fee that was supposed to be waived.
When I attempted to address these issues last Saturday, I spent over 4 hours on hold trying to speak with a manager. Unfortunately, I was either held in queue for extended periods or disconnected multiple times. This was the primary reason I left your company years ago due to poor customer service and unmet commitments.
My desired outcome is to receive the services and credits promised by the sales manager.
Reported by GetHuman2913858 on mardi 14 mai 2019 13:46
I recently signed up for your service on Monday with a sales manager who accompanied the technician for the home phone installation. However, during the installation, the technician cut my blueberry bush without informing me and concealed the cut branch. I requested line protection for my home phone and insurance for my cellphone, with all services to be linked under one account. Upon experiencing phone issues while in LA last week, I attempted to contact tech support only to realize that none of the promised services were set up as agreed upon. The initial representative struggled to retroactively activate my cellphone insurance and couldn't link the accounts together. Consequently, I now have three separate bills to pay and did not receive the expected trade-in value for my device. I am unsure about my current plan and billing details, still missing line protection for my home phone, and was charged a connection fee when I was assured it would be waived. Despite trying to address these issues last Saturday, I spent over two hours on hold, experiencing multiple disconnections. This poor customer service experience is what led me to previously leave your company, and I am seeking resolution to receive the services promised by the sales manager.
Reported by GetHuman2913858 on mardi 14 mai 2019 13:51
I visited the AT&T Store in Stow, Ohio on [redacted] to discuss phone options after contacting the loyalty department online. A salesperson named Jordan helped us but seemed agitated when I mentioned the online chat. He stated they hadn't honored online prices in years. Despite not upgrading in a long time, Jordan's tone was aggressive and dismissive. He also spoke loudly and rudely to a customer behind us who was trying to restart her service. His behavior was unacceptable, and he should consider anger management training. On a brighter note, I had a fantastic experience at the Cuyahoga Falls store with an outstanding employee named Halle Lunt. A free wireless charger would be a nice gesture.
Reported by GetHuman2921149 on mardi 14 mai 2019 15:52
I have been a loyal customer for years. Recently, due to serious health issues including surgery for a High Hernia and Nutcracker Esophagus, as well as being diagnosed with cervical cancer, I've been unable to work and have accumulated a substantial medical bill. Despite my reluctance to ask for assistance, I reached out and had some charges removed. Given my circumstances and uncertain prognosis, I am kindly requesting that all additional charges be waived to ease my financial burden. Once resolved, I intend to make payment arrangements promptly. I am willing to provide all necessary medical records for verification. My pass code is [redacted]. I appreciate any support and understanding during this challenging time.
Thank you,
Billie Sue
Reported by GetHuman2921528 on mardi 14 mai 2019 16:41
I contacted DirectTV to inquire about lowering my bill for the Choice package, but instead, they proposed adding Cinemax and a sports package for the same cost. When I suggested reducing my bill by that amount or offering the additional channels for free for three months, the customer service representative, who I found difficult to understand, claimed that was the best they could do. I explained that it would be more financially beneficial for them to lower my bill to retain me as a customer, or I might consider switching to another provider like Dish or a streaming service for a better deal. Their lack of flexibility and communication clarity has prompted me to explore other options, as I am dissatisfied with both the price and level of customer service provided.
Reported by GetHuman2922344 on mardi 14 mai 2019 18:37
I am contacting you to express my extreme frustration with AT&T's customer service. The lack of assistance provided and the automated phone system only serve to aggravate customers. I have decided to terminate 20 business accounts and phones with AT&T due to continuous issues with contract phones and prepaid services. I consistently purchase extra data plans, which I believe are unnecessary as I don't use data-intensive apps. I demand a refund for all the additional data I've purchased in the past three months as my data usage seems excessive even when my phone is not in use. I am disappointed with AT&T's practices and am considering legal action. I am taking steps to raise awareness about these issues as many people are fed up with this subpar service.
Reported by GetHuman2922983 on mardi 14 mai 2019 20:05
Good evening,
My name is Luis C. and I recently became a new AT&T customer for both cell phone and Internet services, switching from T-Mobile after being with them for 9 years based on recommendations from friends and coworkers. Unfortunately, I have encountered the worst customer service experience with AT&T. Today was supposed to be the installation day for my Internet service, and despite taking time off work to be home for the installer, no one showed up. I made four calls to AT&T seeking assistance but received no resolution. Various agents informed me differently throughout the calls. At one point, an agent assured me my Internet would be installed, but eventually, I was informed that I needed to reschedule the installation. The continuous back and forth and false promises have been extremely frustrating, especially after leaving my previous provider of 9 years. While AT&T is now working to expedite the installation, my trust in the service has been severely shaken. As an employee of a company that values customer service like The Home Depot, this experience has left me questioning my decision to sign up with AT&T. Thank you for your attention, and I look forward to a prompt response.
Reported by GetHuman-luiscart on mercredi 15 mai 2019 00:40
I have a bundled Internet and DirecTV package. I received an email from DirecTV about my internet bill being past due, but my AT&T online account shows a zero balance. I have contacted both DirecTV and AT&T, spending 45 minutes on the phone before being transferred to a busy line and then disconnected. I even visited a local AT&T store where I was advised to reach out to the loyalty department to investigate why my services are not properly bundled. The representative I spoke to couldn't locate my internet service on the account. I'm concerned about a potential service interruption and need to get in touch with the loyalty department promptly.
Reported by GetHuman-gwooley on mercredi 15 mai 2019 12:35
I have been a loyal AT&T customer for two decades. Last December, I wanted to add a line for my daughter. I initially opted for a buy one, get one free deal for the iPhone 8 Plus but canceled the order. Unfortunately, AT&T sent one phone in error, which I returned using the provided label. Later on, I purchased an iPhone 7 instead. However, I noticed I was still billed for the original phone in January [redacted].
I have been contacting AT&T for the past five months to resolve this issue without any success. Each representative gives me different information, and there seems to be a lack of coordination in handling my case. I am continuously billed for a phone I returned, and it's frustrating that this longstanding issue remains unresolved.
I request that a manager or someone competent follow up on this matter promptly to stop the incorrect billing and finally resolve this ongoing problem. Thank you for your attention to this matter.
Sincerely,
Karen O.
[redacted]
Reported by GetHuman2927622 on mercredi 15 mai 2019 15:53
Dear CEO of AT&T,
I am Derrell Davis, and I have been a customer with AT&T since August [redacted]. Initially, I believed the unlimited plan I signed up for was the best choice, but I have been consistently surprised by the high bills due to undisclosed plan changes resulting in extra charges. Despite my efforts to address these issues with the customer service team, I have faced difficulties with communication barriers and unhelpful responses, often leading to disconnections during my calls for assistance.
I am facing financial struggles and currently have an outstanding bill of $[redacted], requiring $[redacted] to bring it current. Unfortunately, I cannot afford to pay this amount immediately as I have other bills to manage that coincide with my AT&T payment. I value the service provided by AT&T, but I have found the customer service experience to be disrespectful and unhelpful.
I am reaching out for assistance in the hopes of arranging an extension for my bill payment. Your prompt attention to this matter would be greatly appreciated.
Sincerely,
Derrell Davis
Reported by GetHuman2931372 on jeudi 16 mai 2019 04:46
I submitted an unlock request to AT&T days ago and was displeased when they only responded after my account became overdue. I am frustrated with their service and plan to cancel and return the phones.
From,
HJS
---
Subject: Confirm your unlock request within 24 hours
Hello Helen J,
You have an unlock request pending for your device with the IMEI number [redacted][redacted]. Please confirm the request within 24 hours to proceed.
Thank you for choosing AT&T.
Sincerely,
AT&T
Reported by GetHuman2931402 on jeudi 16 mai 2019 04:59
Dear AT&T/DirecTV,
I recently experienced a lightning storm that damaged my receiver, prompting me to contact customer service for a replacement. Despite receiving the new receiver promptly, the process of returning the old one has been frustrating. I reside far from the nearest UPS or FedEx store, leading me on a wild goose chase to find a suitable drop-off location. When I contacted customer service for assistance, the serial number issue further complicated matters. The multiple trips and wasted time have cost me roughly $[redacted].25, leaving me questioning the practicality of the return policy, especially for rural customers like myself. This experience has left me feeling dissatisfied.
Sincerely,
Kathleen G.
Reported by GetHuman2932928 on jeudi 16 mai 2019 13:33
I recently moved and transferred my cable services from AT&T/DirecTV to my new residence. During the setup, I was informed of a $[redacted] installation fee, which I accepted. On the installation day, May 4th, [redacted], the technician suggested a wireless option requiring an additional $99 fee on top of the original $[redacted]. However, when I checked my bill on May 14th, [redacted], I noticed I was charged three extra $99 fees, totaling over $[redacted]. After a lengthy call with customer service, a supervisor explained that each wireless box incurred a $99 fee. Despite only agreeing to one $99 fee, after several transfers and no resolution, I involved the Utah Department of Commerce, Division of Consumer Protection. Unfortunately, one $99 fee remains uncredited, and I'm adamant about resolving this billing discrepancy swiftly. Additionally, I received an email regarding old boxes' return, which the technician supposedly handled. I intend to persist with complaints until these issues are rectified promptly. Thank you for your attention to this matter.
Reported by GetHuman-azsassy on jeudi 16 mai 2019 16:04
A couple of months ago, AT&T made an unwanted change to my prepaid wireless phone. When adding money, it now shows the balance via email instead of immediately after the transaction. Since this change, I've experienced dropped calls, no service, missing balance emails, restrictions on certain calls, and technical support from Mexico. My attempts to reach technical support led to frustration as my calls kept being redirected to Mexico. It's frustrating to see my phone displaying "ATT MX" when I'm in the US. I only make calls within the US, so having Mexico involved is troubling. Additionally, I'm upset about being required to pay for all calls now, which goes against the point of having a prepaid phone. I plan to address these issues and I expect my phone to be restored to its previous state promptly. I don't appreciate unauthorized changes to my phone settings.
Reported by GetHuman-serranov on jeudi 16 mai 2019 16:51
To the Concerned Party,
I am writing to express my frustration with the customer service experience I had with your company today. I contacted your team this morning regarding our remote control issues after several years of use. Despite also being a customer of your phone, internet, and cell phone services, I was informed there would be a charge for assistance. Requesting to speak with a manager, I was transferred to another representative who abruptly ended the call after confirming my account details.
Upon calling back, I spoke with Kiara #[redacted], who claimed she couldn't find my account despite my previous interaction with a colleague. After repeating my address numerous times and even providing an account number from a recent bill, the issue persisted. Kiara's attitude and rudeness throughout the call were unacceptable, leaving me disheartened as a long-standing customer spending a substantial amount yearly on your services.
Despite being informed of a system transition affecting account retrieval, the lack of assistance and empathy from Kiara led me to consider seeking services elsewhere. I believe the situation could have been rectified with a simple replacement of the faulty remote or exploring better package options. The dismissive and unhelpful attitude displayed during this call has left me feeling undervalued as a customer.
With disappointment,
Z.
Reported by GetHuman-zwg on jeudi 16 mai 2019 17:32
Hello, I'm writing to inform you that I recently canceled my order for an iPhone X and a new phone line through a customer service representative. However, despite the cancellation, the payment was processed and deducted from my account. My credit card is with Netspend, and they require a confirmation of cancellation to release the $[redacted] back onto my card, which could take up to 30 days. Netspend currently has no proof of the cancellation. In order to expedite the refund process or ensure that I receive my money back, I need a cancellation confirmation number from AT&T. I am reaching out to see if AT&T can provide me with this number or send an email to Netspend confirming the cancellation and that the funds should be returned. Although I do not have the order number, my name is Tierra Glaser, and I can be reached at [redacted]. The order was placed on May 15th. Your assistance in resolving this issue would be greatly appreciated, as I am concerned about the status of my money. Thank you.
Reported by GetHuman-edenyate on jeudi 16 mai 2019 20:18
To whom it may concern,
I recently had to replace my phone and mistakenly ordered one from Amazon that was incompatible with Verizon, my carrier. After encountering issues trying to connect the new phone, I was promised a waived $30 connection fee in exchange for waiting for a SIM card to be shipped to me. Frustrated by the delay, I decided to go to the store myself but faced confusion as they were unaware of the situation. Eventually, I managed to get connected. Upon receiving my bill, I noticed the $30 activation fee was included, despite assurances it would be waived. After contacting customer service, I was offered a free accessory, a wireless charger, which was delayed multiple times and ultimately canceled without notification.
Additionally, when my car broke down, I faced difficulties reaching roadside assistance and was met with unhelpful suggestions while trying to get assistance. Dissatisfied with the service, I returned the phone to switch back to Verizon after only a couple of weeks with ATT, but was charged for a full month of service. I calculated what I owed for the time I used the service and paid accordingly. I received another bill for the remaining amount, which I am disputing.
Thank you,
Elizabeth B.
[redacted] Main St, Apt 22
Sullivan, WI [redacted]
[redacted]
Reported by GetHuman2939420 on vendredi 17 mai 2019 14:49
I experienced a service outage last weekend and submitted an online trouble report. A technician was scheduled to come out last Tuesday, but I missed them as I requested communication via email due to poor cell signal at my rural property in Waller, Texas. Living 10 miles outside of town with security gates, I need prior contact for access. My internet, not provided by AT&T, is functioning. I seek to establish a communication method with the Waller office for future visits. You can reach me at [redacted] or [redacted] It's frustrating not being able to easily communicate with the phone company.
Reported by GetHuman2940908 on vendredi 17 mai 2019 18:23
I have been experiencing difficulties trying to resolve a problem with my phone service through AT&T. After purchasing two Samsung phones, SP1 and SP2, for my husband some years ago, we later decided to switch to an iPhone (AP3). Consequently, we ended up with three phones in total. After passing on SP2 to my sister temporarily, I encountered issues with SP1 and had it reconfigured in-store to SP2 successfully. However, I am currently facing complications trying to unlock SP2 and AP3 to switch to my son's service provider, despite several attempts online, phone discussions with representatives, and visits to the store. I commend the efforts of all the customer service personnel I interacted with, but the mismatch issue persists, and I hope for a swift resolution before the end of this month's billing cycle. As my husband's health necessitates a mobile phone, I am unable to afford a new device presently. I will be sending a physical copy of this email to the headquarters. Thank you for your attention. - S. and R. Weirick
Reported by GetHuman-snybndfr on vendredi 17 mai 2019 20:44