AT&T Customer Service Issues

I have settled my debt with collection agency Sequium Asset Solutions. Reference #[redacted]1 creditor account #[redacted]60. Please update your records. Another collection agency, Credence, is also trying to collect the same debt which has already been paid to them. $38.06 was collected on phone number [redacted], a number I never used. The [redacted] number collected by Sequium was also never used. I have not used my account at all as my number was simply ported from Metro PCS to AT&T. I believe the $[redacted].24 charge to port the number is excessive. AT&T needs to confirm the payment with Sequium and inform Credence to refund $38.06. This back and forth between the two agencies is frustrating. I request AT&T to resolve this matter promptly to avoid further action under the FCRA, with the Attorney General's office, and the BBB. I anticipate a response from AT&T soon. Best regards, Darin H.

We are residents of a new 55+ active community at [redacted] Capers Dr, Lot 7, in Marietta, GA, [redacted]. AT&T is the fiber optics internet provider in our area and recently installed equipment on our property. However, the completion of the project left a dangerous hole that fills with water, posing a risk for accidents. Despite attempts by the builder to contact the construction crew, the issue remains unresolved. Given the potential hazards, urgent action is required to cover or replace the equipment. As an 81-year-old with significant health concerns, I fear for the safety of my fellow residents and visitors. Please address this matter promptly to prevent any injuries. Thank you. John Fodor

I have contacted AT&T 10 times. Originally, I was supposed to have internet set up by move-in with a technician, but due to an error, they were unable to install it within the specified timeframe. Despite multiple calls, they insisted I could do a self-installation and assured me the internet would be up within an additional business day. This same statement was repeated the following day when the internet remained unavailable. After three days of no service, they finally agreed to send a technician. The technician, who traveled a long distance, discovered that I lacked the necessary equipment and installed the fiber equipment needed. However, I was only set up for [redacted] MBPS instead of the promised [redacted] MBPS along with a $50 visa gift card as approved by a supervisor over the phone. I request the promised [redacted] MBPS speed, the gift card, and compensation for the time wasted on the phone.

I have been a Verizon customer for ten years. I recently contacted AT&T to cancel my cable and internet services. I had a conversation with Natalie who persuaded me to stay with AT&T and switch my cell phone service to them. She mentioned that AT&T would cover the cost of paying off my three phones. However, I am now being told by AT&T that this promotion does not exist. I have already paid $[redacted].56 for four phones, in addition to having cable, internet, and cellphone service with AT&T. I am now left with remaining balances on my Verizon phones totaling $[redacted].46 and my AT&T phone costing $[redacted]. Missy, the supervisor, acknowledged it was not my fault, but no resolution has been provided. I am considering canceling all services. I hope to hear back soon. Thank you.

We reside in an active community in Marietta, GA on Capers Dr. Lot *. Our fiber optics internet provider, ATT, recently installed equipment on our property but left a hazardous hole that collects water. This poses a danger, especially near the driveway. Despite attempts by the builder to contact the construction crew, the hole remains uncovered. As a senior citizen with health issues, I fear for our safety. Please send a crew to put a cover on the hole or replace the unit entirely. John Fodor * Capers Dr Marietta, GA ***** [redacted] [redacted] @ [redacted] We are still waiting for a resolution from AT&T on this matter.

I bought a cell phone at an AT&T store, but it keeps malfunctioning every few weeks. I've been returning to the store where they temporarily fix it by opening the battery compartment, a task I struggle with. Currently, the phone cannot send messages or power off. I am incredibly frustrated and believe I should receive a new phone or at least some insight into the issue. I rely on my phone for my doggie service and am hesitant to switch providers after being loyal to AT&T for so long. It's disappointing that the store staff lack the ability to diagnose the problem. I'd appreciate any assistance you can provide. Thank you, Dolores L.

As a customer and an AT&T employee, I went through an upgrade for one of my service lines and returned the device on May 7th, which AT&T received on May 13th. However, the processing of my return at the Fort Worth, TX warehouse seems to be delayed, affecting my contract reversal. Despite contacting AT&T 14 times, both managers and representatives have been unable to assist me. A filed ticket was rejected due to the delay in processing, even though the content of the return box is known. Even reaching out to the Executive Escalation team via email was unfruitful. As an employee, I am disheartened by the lack of resolution provided to customers. This forum is my final attempt after my last unsuccessful contact with AT&T on May 24th. The number related to this issue is [redacted]. I am seeking to reverse my contract, receive a refund for the installment charges, and address the initial purchase charge on my debit card.

I intentionally removed my autopayment due to misleading information and features on the website. My cell phone was stolen, and the insurance plan I purchased does not cover loss or theft as promised. Despite trying to make changes online, the frozen screen and unhelpful options have made it impossible to switch to a more affordable plan. I can't even call customer service to resolve this issue. I will not update my autopay until changes to my plan are made as I requested. If not, I may cancel both services since I cannot afford a new phone without the changes. AT&T's lack of care for customers is disappointing, especially given the misinformation I received when purchasing the insurance plan. Dawn M Robinson.

I receive frequent email and printed promotions from ATT, but they always seem to be for new customers only. The current promotion for "Free Home Internet for Life" is particularly frustrating, as a loyal ATT Wireless and DirecTV customer, because I'm not eligible for it. The lifetime benefit seems unfair to deny long-standing customers like myself. Despite speaking to online and phone representatives multiple times, I've only received marketing excuses. It's disheartening that ATT invests in promotions for new customers but does little to reward customer loyalty. Considering recent changes to DirecTV functionality and pricing, which costs me over $[redacted] a month combined with ATT Wireless, I'm contemplating cancellation. It's disappointing how these marketing tactics can lead to customers like myself exploring other providers. Regards, Jim S.

Dear Town of Apex, I reside at [redacted] Dotson Way in Apex, NC and would like to bring to your attention a broken pole located at the junction of Salem Church Road and North Salem Street. The pole is currently situated between the sidewalk and Salem Church Road, only the part in the ground is visible as the broken section has been removed recently. This pole is labeled as an AT&T pole for fiber optic cables with a warning against digging. The warning document also includes a contact number, 1-[redacted], which I dialed to report the issue. However, I was directed to contact the local utilities company, Town of Benson Utilities, who informed me they are not responsible for matters in Apex. I kindly request your assistance in addressing this and arranging for the pole's replacement.

Subject: Cancellation Request Hello, I have been a loyal Direct TV customer for many years. Due to my recent hospitalization for hip surgery, my Direct TV service was suspended temporarily for nonpayment. I have decided to switch to a streaming service and no longer require Direct TV. I contacted customer service on May 25th to cancel my service. Despite explaining my situation and the need to return equipment, the call got disconnected before the process was completed. In a follow-up call today, I encountered some challenges with the representative named Luke, who insisted on charging me for an additional month of service. I am requesting the cancellation of my Direct TV service effective as of May 26th and ask for the elimination of the extra month's charge ending on June 22nd from my account balance. I intend to return the equipment promptly. Thank you, Donna C. B. Customer Account: [redacted]1

Subject: Request for Direct TV Service Cancellation To Whom It May Concern, I have been a loyal Direct TV customer for many years, but due to recent hospitalization for hip surgery, I have decided to cancel my service and switch to a streaming service instead. Yesterday, on May 25th, I contacted customer service to request the cancellation and arrange for the return of equipment. After my call got disconnected, I reached out again today and spoke with a helpful representative named Orlando who assisted me in initiating the cancellation process. However, my interaction with another representative, named Luke, was very unpleasant and unhelpful. He insisted on charging me for service until June 22nd, even though I have not had access to Direct TV since May 14th. I firmly requested the cancellation effective immediately and the removal of the additional charges. I will return the equipment to UPS on Tuesday as instructed. Please adjust the billing accordingly and confirm the cancellation as of May 26th. I am willing to settle any outstanding balance once it reflects the corrections. Thank you for your prompt attention to this matter. Sincerely, D.C. Brooks

I have had an incredibly frustrating experience with AT&T's customer service since starting service at my new house. The price I was initially quoted was different from what was charged to my account, and despite requesting updates to my account multiple times, the information still hasn't been changed. This lack of updates has made it challenging as I don't receive emails or payment updates. Every time I call, there seems to be an issue. Last month, I was hit with an unexpected charge, and upon inquiring, I discovered my monthly payments were higher than initially stated by the agent, Artre. Although Artre promised to note the situation on my account, no credit was applied as mentioned. Despite downgrading my service from U-Verse with 5 rooms plus internet to just one room and internet, my bill skyrocketed. My account was even cancelled due to an unpaid balance. Today, I encountered unprofessional and rude customer service from Agent Priston. I am hoping for a call back from a supervisor to address these ongoing issues and streamline my account details once and for all. It has been frustrating having to explain everything repeatedly to different agents.

Regarding Account: [redacted]57 Customer BELLO residing at [redacted] Waterfront Road, PO Box [redacted], Liberty Hill, SC [redacted], has been experiencing limited to no AT&T service on their mobile devices at home since 05/25/[redacted] at 3:30 PM EST. This lack of service has forced them to rely on their internet provider for calling/texting services via WiFi, which are included in their monthly fee to AT&T. As the issue is specific to their home and affects all their devices, they suspect there may be a transmission problem with a nearby tower. They are requesting that AT&T promptly investigate and resolve the issue. Once service is restored, they plan to file a credit claim for the period during which AT&T did not provide the services for which they were billed.

On May 28, [redacted], I contacted customer service regarding my bill doubling. I requested a new promotion to reduce the cost, and a $75 credit was issued for the following month. Unsatisfied with the resolution, I expressed my intention to cancel if more couldn't be done. After switching services the same day and requesting to cancel, I was informed it couldn't be processed until June 26, incurring another month's charge and a cancellation fee. Insisting on speaking to a supervisor, I was eventually connected to someone named Chris, bearing employee number [redacted], who was unhelpful and abrupt. Despite my zero balance, he threatened additional charges and abruptly ended the call. I demand immediate cancellation effective May 28, [redacted], and request return boxes for the equipment. I refuse further bank deductions but will settle any outstanding balance separately. I urge training or disciplinary action for the employee and request the credit offset the cancellation fee. Proper customer service could have retained our business, but poor treatment has ensured we won't return.

While I was paying my bill at your store on Stevens Creek Boulevard at Lawrence Expressway in Cupertino, CA [redacted], I encountered some issues with the kiosk. The employee there attempted to upsell me on additional services, and when I expressed my concerns about the pricing, they responded in a disrespectful manner. I must say, their demeanor was quite unprofessional, coupled with his distracting ear piercing. This encounter left me feeling offended, and I contemplated canceling my service right then and there. The service in the store was lacking, and if this is the norm, it's no surprise the store was empty when I visited. Just wanted to bring this to your attention.

I had a concerning experience with an AT&T customer service representative. During a call I made at 4:15 PM today (5/28/19) regarding the monthly cost of adding connectivity to an Apple Watch, the representative initially struggled to understand my query. He then requested my phone password instead of my account number ([redacted]24) to answer my question. Feeling uneasy but pressed for time, I reluctantly provided it. The rep proceeded to provide unclear information, initially stating an additional $35 per month, later explaining it would only be $10 per month after the watch was paid for. Despite my disinterest in purchasing from AT&T, he continued his sales pitch until I interrupted and clarified the $10/month charge post-activation. This isn't the first time I've felt targeted for marketing during customer service inquiries. I kindly request that a note be added to my account prohibiting representatives from engaging in such practices without my consent. Additionally, please confirm the security of my password status or advise if it should be changed.

I contacted [redacted] for assistance regarding my online account management. The initial representative I spoke with was unable to assist as she did not grasp my request, asking me more than 4 times to clarify. Despite requesting to speak with another agent, a supervisor named Twinkle seemed frustrated and transferred me to Direct TV, even though I have internet services. When I asked for the corporate contact information to file a complaint, the representative claimed there was none available. I spent an entire hour on the call without any resolution, which I find completely unacceptable. As someone who works in customer service myself, I understand the importance of listening to a customer's needs before providing assistance. Despite my repeated requests to speak with another representative, the agent persisted in trying to help me while repeatedly asking what I needed, which was frustrating. I hope to receive a survey to share my feedback and in the meantime, I am seeking better service elsewhere.

I have been a loyal AT&T customer for 12 years. Recently, due to unfortunate circumstances, I moved to a new location and requested to transfer my DirecTV service. I was supposed to have an installation on May 16 between 12-4, but it did not happen. Despite confirming twice, they never showed up, and no apology was given. As a result, I decided to cancel DirecTV. I also had issues with a wireless internet device that was not working as promised. I returned the device before the 14-day return policy, with proof of return. My bill is showing an unexpected amount, considering I paid on May 14. I have always been prompt with my payments and expect my bill to be the usual $[redacted]. If the issue is not resolved by June 4, I will be changing wireless providers. My bill on June 9 should only be $[redacted].35, reflecting the adjustments needed.

I am disputing a purchase made on May 12th which I did not make. On Mother's Day, I was not home as I was at my daughter's place. In my household, it is only my husband and myself, and he does not make such purchases as he only watches the news on TV. The charge is for an on-demand channel that I am not interested in. I usually watch channels with old programs, PBS, or local news and weather reports. Being 93 years old, we go to bed early, and if I can't sleep, I watch channels like "FETV" or PBS. I spoke to a customer representative this morning, but I had trouble hearing her, and the email she sent did not help me. I am not good with technology, and nothing I tried worked. Should I visit an AT&T store for assistance? Virginia Iredell, Account #[redacted]95.