AT&T Customer Service Issues

To Whom It May Concern, I am writing to express my extreme dissatisfaction with the internet service provided by AT&T. I had an account with them, number [redacted]65, from 04/22/[redacted] to 05/20/[redacted]. Throughout this period, I faced persistent issues with slow internet speeds that rendered the service practically unusable. Despite assurances of high-speed internet, multiple technician visits failed to resolve the problem, culminating in my decision to cancel the service on 05/21. Upon cancellation, I was initially assured that I would not incur any early termination fees due to the service's inadequacy. However, I was shocked to receive a bill on 05/26 demanding $[redacted].24, including an early termination fee. Despite repeated assurances from customer service representatives that this fee would be waived, my subsequent bills reflected no such adjustments. I find this situation unacceptable and feel misled by the company's representatives. As a result, I intend to escalate my complaint to entities such as The Better Business Bureau and Consumer Reports, as well as directly reaching out to AT&T's CEO to address this issue promptly.

On 6/5/19, I called my service provider's customer support line to address an issue with my Contact app on my iPhone 7. The automated system guided me to a live customer support representative. Unfortunately, the rep's English was difficult to understand, making the conversation challenging. I asked for a supervisor after 15 minutes. The supervisor was unable to offer a solution either. After 20 more minutes, I was advised to contact Apple for assistance. While waiting, I discovered a simple fix within the app myself. Overall, I spent nearly an hour attempting to resolve the issue with no help from the representatives. This experience was unexpectedly frustrating. I have been a loyal customer for over 25 years and never encountered such unhelpful support. This encounter has me considering switching carriers. I felt it necessary to share this email to express my dissatisfaction with the service quality.

Since upgrading our internet service, we've faced numerous issues with AT&T. Initially promised a $[redacted] Visa reward card that we never received, our internet has been unreliable since the upgrade. Loading times can be lengthy, and our service line has been mistakenly cut three times, causing us to lose money due to job disruptions. This level of service disappointment is new to me. I won't be recommending AT&T to friends or family after this experience. Once our contract is over, we will definitely be looking for an alternative provider. Considering the challenges we've faced, receiving complimentary cable from AT&T would be fair. On top of that, when installing cable in our bedroom, technical limitations led to it being placed in the guest room, limiting our viewing access. It's been frustrating. I hope these issues can be resolved soon. Regards, D.

I am an AT&T Fiber customer, and I noticed my bill increased unexpectedly a couple of months ago. While I understand it might be due to the end of a promotional period, I still believe loyal customers should not face rate hikes. What's more concerning is that my internet speeds have been slower lately and never reached the advertised speeds. I used to get similar speeds with Spectrum in my old place. I want clarification on this matter or a reduction in my bill. I am frustrated that it is challenging to find valid contact information for AT&T, making it impossible to address these issues. I demand better service for the amount I pay each month. I am seeking direct assistance from a customer service representative.

Account #: [redacted]11 Changes on 05/17/[redacted]: - Established new DIRECTV service - Removed phone plan Summary of AT&T Charges: One-time + Prorated + Ongoing monthly charges = Upcoming bill $[redacted].53 Ongoing monthly bill $[redacted].53 Details on Charges: - One-time: activation, equipment, installation - Proration: new service billed in advance - Monthly Bills: amount after paying upcoming bill - Overview of charges for TV, Internet, and Phone Hi RICHARD*, Your AT&T bill summary: Service: DirecTV, Internet, Phone Account: [redacted] Payment due: 06/26/[redacted] Bill total: $[redacted].05 Confused about the changes?

My S7 phone has been blacklisted, even though it was never lost or stolen. I believe there was an error made by someone at AT&T. After visiting two AT&T stores, one suggested I buy a new phone, despite my innocence. The second store replaced my S7 with a J7 without explaining the difference in quality. When I encountered issues, they were unhelpful, claiming the J7 was a free replacement. Speaking with various customer service supervisors yielded conflicting information until a recent call with a supervisor who acknowledged that the J7 is inferior to the S7. Despite promises of a manager contacting me, I am still waiting. As a disabled senior who relies on my phone for work, the J7 is inadequate. I demand an investigation into the blacklisting of my S7 and request a new S7 or a higher quality replacement due to the distress and costs incurred.

About three weeks ago, I contacted Direct TV to cancel my service and transfer my internet to my new location in Lockhart, TX. The installation date was scheduled for June 10th, and I specifically requested a technician to come set up the internet. Unfortunately, on June 10th, no one arrived, and after contacting AT&T, I was informed it was marked as a "Self-Installation," which was not what I asked for. After several transfers, I was assured a technician would come on June 11th by 11AM CT. However, on the evening of June 10th, I unexpectedly received an email confirming my cancellation, which was never discussed. As of June 11th at 2:30 PM CT, no technician has shown up to set up my internet. I have made more than five calls to AT&T, seeking answers. Despite being near Austin, TX, a major market, and considering AT&T is a global company, it is astonishing that my internet service has not been established. I am currently on the phone with AT&T, still awaiting resolution and accountability for these ongoing issues as a loyal 10-year customer.

Hello, I spoke with a representative named Vee on 5/24 who informed me that by bundling my internet and TV services, I would receive a $[redacted] gift card within 4 weeks after installation. The TV services were installed on 5/29, but I am unable to find any information online regarding this offer. I would like to verify the status of the gift card as promised. Additionally, I was told my monthly bill for TV and internet would be $74.99 for 24 months, but this information is not reflected on my online account. Furthermore, it was mentioned that I would have access to Starz, HBO, and Cinemax channels for free for three months, but I have not been able to access these channels yet. I sent an email on June 2 regarding the $[redacted] reward card and was advised to wait until June 12 for an update. Since I have not received any communication by June 11, I wanted to reach out before becoming busy tomorrow. I am currently on hold via phone for over 28 minutes. I prefer to resolve this matter via email promptly. Thank you.

We contacted to cancel our Internet and DirecTV service at the beginning of April this year. They assured us it would be cancelled by April 12th, accordingly. Returning the equipment to a UPS store on April 14th as instructed since we had moved out on April 12th only to find out later through an email confirmation that they received it. Surprisingly, we were billed for a period after the cancellation date due to them receiving the equipment on May 7th. We are frustrated as they do not prorate the bill despite the clear end of usage from our side after April 12th. We settled the invoice to prevent any credit score impact but seek a resolution and refund for the overcharge. Although they acknowledged the Internet service cessation and promised a partial refund, they are not acknowledging the DirecTV service cut-off. We need help resolving this issue with AT&T and are searching for an appropriate email address to escalate this matter.

I've been encountering a SAML 2.0 authentication error message while trying to log into my AT&T email for the past six days. Despite reaching out to AT&T technical support multiple times, none of the suggested troubleshooting steps such as clearing browser data, changing passwords, or using different devices seem to resolve the issue. This problem impacts both my and my husband's email accounts, leading to disruptions in our personal and business communications. Additionally, there was a discrepancy in the promised $[redacted] visa gift card for signing up for an AT&T bundle, as only $[redacted] has been received so far. I am disappointed in the lack of follow-up from the tech support "escalation" team, who were expected to contact me by noon today but failed to do so. This ongoing situation has left me feeling very frustrated with AT&T. I urgently seek a prompt resolution to these issues. My current case number is K[redacted]8.

Regarding U-Verse account [redacted]07, I am Christopher Brown. In December [redacted], there was an offer for $[redacted] in rewards upon activating the account. As of now, I have only received and redeemed $[redacted] of the reward. Despite contacting customer service on 12-21-18 and 05-03-19 where they acknowledged the $[redacted] offer, the outstanding $50 has not been resolved. After speaking with Nicole at the Rewards Center and later James Williams from AT&T Customer Loyalty, I was promised a $[redacted] reward to make up for the missing $50. However, this promised reward has not been received yet. An email exchange with Rachel at the reward center on 11-Jun-[redacted] also confirmed no progress on the reward. I am disappointed by this experience and feel frustrated. I am requesting AT&T to either fulfill the promised $[redacted] reward or escalate the issue for resolution.

This is the second time workers have been on my property, and my water bill has significantly increased. Normally, I have an average of 3 cubic units on my bill, but after work was done on my yard earlier this year near my water meter, it jumped to 7 cubic units that month. Recently, my bill was 5 cubic units. I contacted the city water department, and they advised me to reach out to AT&T as they worked on my land again. Upon inspecting my water meter, I noticed it was covered in dirt and debris, indicating recent work close to it. The cut line on my land is still visible. I am seeking clarification on how AT&T will address this issue. Thank you.

I canceled my phone and internet uVerse service on May 29 due to constant connectivity issues. Despite repeated calls to address the problems, I was informed that the connection might be unreliable due to the distance from the hub. An agent advised keeping an active phone line to retain my landline number. When canceling, I was instructed to wait a week to end the phone service. However, AT&T is withholding my number until June 24, after my account closure on June 19. They stated that to retain the number after June 19, I must maintain all services, which I find unreasonable as I returned the equipment and do not wish to continue the subscription. I viewed this as an attempt to charge me for unnecessary services. The service's poor quality, evidenced by my numerous complaint calls, compelled me to switch providers for functional internet needed for work. AT&T's conflicting information about transferring the number adds to the frustration of paying for services I no longer use.

My name is Terry M. I had a technician scheduled to come replace a U-verse receiver. He arrived while I was still asleep and only knocked once. When I went to the driveway to catch him, he was very rude and unprofessional. He mentioned not returning and blamed the internet issues on too many devices connected, even though there are only two people using it, and it's been a week since the receiver worked. My dad is in the hospital, and after a late night, I found him waiting in my driveway, threatening no service unless he leaves now. Feeling frustrated after a bad night, I don't want this kind of service and might consider discontinuing. He spoke condescendingly and didn't address the receiver problem. I just need the receiver to be replaced, but he left, and I won't be available later. If possible, please send a different technician promptly or disconnect all services.

I have been a loyal customer of AT&T for over 35 years through various company changes. In May, I contacted AT&T before my trip to Mobile, Alabama, and a cruise to Cozumel and Progreso, Mexico, seeking assurance that my plan covered these travels. The representative assured me that my existing plan would suffice, even for Canada. However, upon returning, I was shocked to receive a bill of $[redacted].51 instead of the usual $[redacted].00. Despite several calls, the issue wasn't resolved until I spoke with an international representative who promised to investigate. Regrettably, she did not follow up as promised. While some charges were removed, the situation has left me disheartened. I strive to maintain good credit and expect honesty in return. Although I am willing to pay the bill, I am deeply disappointed with AT&T's handling of the situation and am considering terminating my services with them. If further details are needed, please reach out to me. - Frank

I have repeatedly explained my situation, and to provide all the necessary information, please access my account with phone number [redacted]. Today, I have spent nearly 2 hours on the phone calling multiple numbers and felt exhausted. I was charged for premium movie channels that I clearly stated I did not want when I initially signed up for your service. I trusted that my preferences would be respected, especially after a recent surgery. I have never experienced such issues in my 15 years with Comcast. I have raised these concerns on Facebook. I only requested that my bill be adjusted to $41 per month moving forward, without considering the credit I am owed. Since my surgery, I have been struggling to find employment, living on a fixed income at the moment. I am contemplating whether I should have stayed with Comcast. I will continue discussing my experience with AT&T online and will decide on my next course of action. While some credit has been provided, I believe I am still owed more. Arturo has been the most helpful representative I have spoken with.

I was promised that the TV installation fees would be waived when I signed up for the UVERSE TV package several months ago with your company over the phone. After receiving our first bill, my husband, Jon, and I noticed that we were charged $[redacted] for the installation despite being told it would be waived. The bill pertains to ACCT [redacted] under Jon Sharpton. I am Bethany Sharpton. Upon contacting customer support about the billing issue, we were informed that there was a note on our account stating the fees should have been waived, but it could take a few weeks for the adjustment to show. It has now been months, and despite numerous calls with customer support during my husband's lunch breaks, the problem remains unresolved. This situation has caused a great deal of stress for both of us, and we urgently need this account matter to be rectified. As loyal customers of AT&T, we expect better service than what we have experienced in recent months. This is unacceptable.

Hello, I am David Bousquet and my account number is [redacted]83. Unfortunately, I must cancel my account due to being diagnosed with stage 4 pancreatic cancer. The financial burden of treatment necessitates this decision. I acknowledge our contract and will return the iPad and Samsung Galaxy S10 Plus in the next few days. I am open to discussing a payment plan to settle any outstanding balance. Thank you for your understanding.

To whom it may concern, I am writing this message as a last resort to resolve an issue. As a loyal customer for 8 years, I am disappointed by the recent service. On March 20, I contacted an ATT representative to consolidate my devices into one unlimited plan. However, in the process, two hotspots, essential for my work as a freelance writer, were accidentally removed from my account. Despite multiple follow-ups and promises of resolution within 48 hours, the problem persists. The removal of the hotspots has led to massive overage charges, totaling $4,[redacted], impacting my ability to work from home solely dependent on these devices for internet access. I have spoken to various representatives, filed numerous cases (CM[redacted]5-[redacted]47, CM[redacted]1-[redacted]45), and even received partial credit for the overages. However, the main issue of restoring the hotspots to the unlimited plan remains unresolved. My work and livelihood are severely affected by this situation, and I urgently need the hotspots ([redacted] and [redacted]) reinstated as they were before. I am requesting immediate attention to rectify this matter. Please contact me at [redacted]. Thank you for your prompt assistance. Sincerely, [Initials] (ATT Customer - Account Number: [redacted]70)

Dear Customer Service, I am contacting you regarding unexpected charges on my recent bill. I have been a loyal customer of AT&T for nearly two decades. I use various apps on my iPhone for international calls, such as Skype, Whatsapp, and FaceTime. Normally, these calls are billed to my data plan without any issues. However, I have noticed that FaceTime Audio calls are being charged to my phone usage instead of my data plan. This has resulted in additional charges on my bill, amounting to $97 in recent months. I was not aware that FaceTime Audio calls would be billed differently than other similar audio calls made through different apps. I have contacted customer service multiple times to have these charges reversed, but to no avail. I am confused as to why FaceTime Audio calls are treated differently than other audio calls in terms of billing, and why there was no prior notification about this change. I would appreciate it if you could provide an explanation for this discrepancy and offer some form of compensation for the unexpected charges. Thank you for your attention to this matter. Sincerely, M.H.