AT&T Customer Service Issues

My elderly mother lives in an assisted living facility, and sadly, my father has passed away. Unfortunately, no one can remember the PIN numbers or security questions for her account, but we need to connect a phone to her apartment and cancel her internet service. Despite my Power of Attorney status, I've faced difficulties resolving this over the phone. I was instructed to visit an AT&T store where the manager was unable to help with non-wireless issues. Instead, he provided a web address that led to a sales page. Her checking account is still being billed automatically despite her absence. How can I proceed with relocating her phone and cancelling the internet service?

I have been a customer of your company since May [redacted], and recently switched to AT&T from MetroPCS based on promises made by a representative. I was assured a $[redacted] credit to my account after three payments if I switched and allowed for auto deductions. However, I never received the credit as promised. After numerous calls, I am frustrated with the lack of resolution. Yesterday, my mother passed away, and I do not need the stress of dealing with billing issues instead of making funeral arrangements. The customer service representatives I spoke to were not helpful, and I was given conflicting information on how to resolve the issue. This situation has gone out of control, and I am disappointed in the lack of follow-through by AT&T. I demand that the company upholds its promises and provides the agreed-upon credit to my account.

In March, I received a bill for $[redacted] for my internet service, which is $70 per month. I noticed they mistakenly added my daughter's U-verse account to my bill, even though she has her own account at a different address and city. I called customer service and was told to pay the bill and collect the money from my daughter, which didn't make sense. After spending over 8 hours on the phone and multiple calls, I managed to remove my daughter's phones from my bill but her internet service was still listed on mine. My April bill was $[redacted], still incorrect. Despite more calls and hours spent, the issue persists, now with my address on her bill. I have written to corporate headquarters, and if the matter isn't resolved by the end of the month, I will cancel my service and advise others to seek alternative providers.

During my military deployment in Greece for two months starting in January, I inquired about the passport plan to ensure no charges were incurred when using my phone in the US. Despite assurances, I continued to receive bills after returning home. Charmaine assured me the charges would cease, and I would be refunded for the two months. Last month, noticing ongoing charges, I contacted Greg in Georgia and after lengthy chats and calls, he committed to stopping the billing and issuing a refund. I requested customer notes as proof of our conversations. If AT&T fails to reimburse me next month and the charges persist, I will escalate the issue to the FCC.

I am experiencing an issue with a payment made to AT&T Mobility. The electronic payment of $77.79 was sent on 05/02/19 with an estimated delivery date of 05/03/19. The Account number used was #[redacted]65, and the payment was initiated from Draft *[redacted]. The Payee Information is as follows: Payee Name: AT&T Mobility, Payee Address: PO BOX [redacted], CAROL STREAM, IL. 60[redacted]. Despite multiple attempts and conversations with six different representatives, AT&T is still claiming non-payment. During my last interaction, a supervisor requested unnecessary documentation, seemingly misunderstanding that this was an electronic transfer, not a check. I would appreciate a prompt and respectful resolution to this ongoing issue. Thank you, William E. Keller.

Hello, I've spent a considerable amount of time (around five hours) speaking with various ATT customer service representatives over the past few days without any resolution. I bought an LG G8 ThinQ on April 1st to avail of a $[redacted] promotional credit card offer through AT&T by ordering the phone online and activating it. Despite meeting the requirements by ordering on April 1st and activating on April 3rd, I haven't received any information regarding the promotional reward. My attempts to contact different departments have been unsuccessful, including reaching out to the social media team, rewards department, and live chat. Despite numerous calls and discussions with representatives and managers from different departments, I have hit a dead end. The reward center denied offering such a promotion, and after being redirected back and forth between them and the rebate center, even encountering unhelpful managers who disconnected calls, my frustration has reached its peak. The poor level of service I have experienced has left me considering terminating my service altogether.

Today, I spent well over an hour attempting to upgrade my service with AT&T. Unfortunately, the experience was marred by incompetence from their customer service representatives. The first agent put me on hold multiple times while verifying a promotion for a free LG G6 phone and waived connection fees. After a lengthy hold, I was directed to irrelevant automated options and eventually got disconnected when I pressed zero for assistance. Upon calling back, the second representative couldn't reconnect me with the initial agent, leading to a redundant process of sharing my account information and explaining my previous call's issues. Despite the second agent's apologies, the call turned into an attempt to upsell me on adding another line for a free phone offer, which was unnecessary for my household. After being placed on hold to verify the promotion, I was disconnected once more. Subsequent calls only led to more upselling attempts and being informed that the original promotion had run out of phones. Frustrated, I requested to speak to a supervisor about the poor service but had to repeat all my information yet again. The supervisor mentioned checking for eligible deals on my account, but at that point, I was so disheartened by the service I declined any further offers and just wanted to express my dissatisfaction. Despite being promised a callback, no one reached out after four hours. I've decided to explore other service providers come Monday after being with AT&T for 35 years. The lack of competency and customer service is disappointing, and I am seeking information on how to file a formal complaint with the company.

I have been a loyal customer of DirecTV for many years. Unfortunately, I received incorrect information during my recent service call, and the technician did not arrive as scheduled. This has been ongoing for months, and as I travel frequently, I rely on the DVR service which has been inconsistent. Due to my busy schedule, I have not had the time to contact customer service, as the wait times are usually long. My experience with DirecTV/AT&T has been quite frustrating, and I have attempted to speak with a supervisor without success. Could someone please reach out to me at [redacted]? Thank you.

I had a frustrating experience with a supervisor named George at AT&T who wouldn't let me speak to him until my account was verified. Even though I had already verified it, he insisted. I had issues with AT&T changing my mother's address without authorization, charging my credit card incorrectly, and refusing to refund me until the phone was returned, which was their mistake. I was given the runaround by multiple representatives and supervisors who just wanted me to buy more instead of resolving the situation. It's been hard to deal with AT&T's lack of customer service. My husband also tried to help, but we hit dead ends. I was told contradicting information about the phone's status and forced to keep waiting for a resolution. The level of service and lack of concern for customers' needs is appalling. I simply wanted a refund and to cancel my lines, but was met with resistance at every turn. It's disappointing how little AT&T seems to care about their customers compared to their profits.

Date: May 19, [redacted] Account: [redacted] Subject: Outstanding Payment Issue Dear AT&T, I am writing to address the ongoing issue regarding an "Amount Due" notice I received despite being assured multiple times that I owe $0 due to canceling my service. Despite repeated assurances from your customer service team, I have received a final notice of potential collection efforts. The lack of follow-through on providing written confirmation of the resolution has led me to send this letter to prevent further inconvenience. I had been promised by your team members, Alberto (Badge ID AC080G) and his supervisor Pablo (Badge ID G9VJ224), that my account would be zeroed out by May 17, but as of May 19, I have not received any confirmation. I urge you to verify the status with your team to avoid any further issues. I have already mailed a detailed letter and am requesting immediate confirmation of the resolution. I hope to receive a final statement confirming the issue has been resolved promptly. Your attention to this matter would be greatly appreciated. Sincerely, Holly W. [redacted]

For the past few months, our home phone has been mostly unusable due to a recurring roaring noise. Despite multiple technicians attempting to fix it, the problem persists. Some technicians mentioned it is an infrastructure issue that AT&T is hesitant to address due to costs. Even though I pay the full bill, the service is only partially functional. Features like call waiting and caller ID have not been working for years. After buying a new phone as advised, the issue remains unresolved. I seek confirmation on whether the phone line can be repaired permanently. Unless the service improves significantly, I am considering discontinuing my landline and DirecTV subscription. I am willing to escalate the matter to the FCC and BBB if necessary.

I was planning to switch from AT&T U-verse to DIRECTV, both part of the same company. I had an appointment scheduled for Sunday, May 19 between 12 and 4 PM, but no one showed up by 3:30. After calling, I was told someone would call back within half an hour. I waited till almost 5, called again, and was given the same promise of a callback. When I called at 6:30, I was informed of a scheduling error without any previous communication. I expressed my desire to cancel the service, leading to a failed attempt to cancel the appointment for DIRECTV while being unable to cancel my U-verse service which I currently have until the end of the month. After being transferred, I got disconnected. After spending a total of 6.5 hours including 2.5 on the phone, I am incredibly frustrated. I no longer want any service from AT&T, including both DIRECTV and U-verse. I would like to use the service I have paid for until the end of the month, then have AT&T retrieve their equipment and cease all services. I feel upset about the wasted time and demand a resolution promptly.

Hello, I worked as a crew member on a Celebrity cruise ship and purchased your AT&T SIM card for which I am on autopay. I departed the United States on May 1st and now wish to cancel my subscription. Regrettably, I have forgotten my password. When attempting to reset it, I was prompted to verify the code sent to my number, but with the AT&T SIM card out of my phone, it displays "No service," possibly due to AT&T's lack of roaming service in my current location. I contacted customer service, but they were unable to cancel the subscription, the reason for which is unclear to me. My email address is [redacted], and the account is linked to this email. I request the cancellation of my subscription and deactivation of my SIM card from May 1st onwards, without incurring any charges for the month. I eagerly await your prompt assistance. Best Regards, Stefan

Hello, I need assistance with a billing issue. One of the people on my plan decided to leave, moving her number and three others to a new plan before the billing cycle. Consequently, I paid for four lines that were no longer active for two weeks on my current bill. I would like a partial credit for this period, estimating it to be around $[redacted]. Since the bill was prepaid, and the other party prepaid for the new lines, AT&T is not at a loss and actually has a surplus. Thank you. - J. H. Email: [redacted] AT&T account [redacted]

I have reached out to the collections service but request the removal of this debt from my credit report after recounting the circumstances of the issue. If the arbitration mediator chosen is Consumers Services, I am willing to abide by their decision. During my call with the AT&T representative, Ashley, on 3/7/18, I aimed to cancel an expensive policy. After declining her offer to reduce the price, we agreed only to continue service for the iPad at $22.05 per month, with no additional fees. I ensured to settle any outstanding debt and paid $[redacted].24 during the call. Despite this, I later received a bill for $[redacted], which I disputed in a conversation with Jose on 4/25/18. He directed me to collections, where Rashad denied access to the recorded call with Ashley. Their refusal to honor our agreement led to the bill remaining unpaid. I am hopeful for assistance in resolving this matter and can be contacted if necessary. Thank you, Pam Emick [redacted]

I'm reaching out through this forum as I've had no success contacting AT&T's call centers. I've been a loyal DSL customer for years but recently switched to the Fixed Wireless service. I was misinformed about the data cap and ended up with unexpected charges, despite being assured I wouldn't incur any. I've spoken to multiple reps and team leads but haven't received the promised adjustments. The situation has escalated to involving a collection agency. I'm disappointed in the lack of resolution and the poor customer service I've experienced. I hope my feedback is taken seriously, as I've tried to address this issue diligently. My Fixed Wireless account number is [redacted]80. I appreciate any assistance in resolving this matter promptly. Thank you, -Richard L.

My DirecTV service was unexpectedly disrupted today. While attempting to troubleshoot the issue, I discovered an alert on my myATT account indicating that my service had been suspended, which came as a shock. Despite confirming that my account had a zero balance following the recent autopay, the support team claimed I had mistakenly requested the suspension, with a 30-day wait period for resolution. I am reaching out for assistance on the appropriate steps to rectify this situation promptly. Thank you, Jim F.

Hello, I recently assisted my 80-year-old Aunt with setting up internet and digital phone services in Michigan through your company. Despite taking the day off to be there for the scheduled AT&T appointment, there was no confirmation, no calls, and they did not show up. After I called to confirm that morning, as we had not heard from AT&T, I was assured they were coming. However, when the window passed, I called and was informed they would not be coming without any prior notice. We waited for 4 hours with no communication until I reached out, only to be abruptly and rudely dismissed by your staff. We have now been rescheduled for next week, adding another 7-day wait. This has been the most appalling customer service encounter I have ever faced. No one acknowledged the inconvenience of me taking a day off, and there was no offer of compensation like providing the first month of internet for free. While I understand that installation is outsourced, the lack of communication and consideration for our time is unacceptable. Contacting customer service has also been challenging, with one representative being particularly rude. I hope for better service moving forward. Thank you.

I had scheduled new services for connection on May 22nd and had taken time off work from 12-4 to be available. Unfortunately, no one showed up by 4, and after being on the phone for 45 minutes talking to three representatives, I was not allowed to speak to a supervisor. It appears my work order was rescheduled without my knowledge, which is frustrating. With severe weather expected tomorrow, not having service or equipment is a concern as I canceled with my previous provider. Now, they are saying a tech won't be available for a week. I had not been informed of any changes and had already paid $19.95 for the service connection. Currently waiting to speak to a supervisor, but the lack of communication and delays are making me consider canceling my new service.

I have paid my balance in full through the collection agency Sequium Asset Solutions, reference #[redacted]1, creditor account #[redacted]60. Please update your records accordingly. This pertains to phone number [redacted]. Another collection agency, Credence, is attempting to collect on the same debt, which has already been collected by them, amounting to $38.06 on phone number [redacted]. The [redacted] phone number has never been used, and the [redacted] collected by Sequium has also never been used. I kindly request someone from AT&T to verify if the account has been settled by Sequium, communicate with Credence about the payment by Sequium Asset, and arrange for the reimbursement of $38.06 to my account. I have been dealing with these two collection companies daily, resulting in no progress. I urge AT&T to intervene and resolve this matter promptly. If not, I will have to escalate this issue following the FCRA, involving the Attorney General's office and the BBB. I am expecting a response from AT&T soon. Best regards, Darin H.