AT&T Customer Service Issues

I entered into a contract with AT&T in February [redacted]. Prior to that, I had two unlimited phone lines with AT&T and my bill was $[redacted].00 a month. I was assured by a representative named Blair that I could bundle phones (without unlimited), get DirecTV (which I didn't previously have or need), and add my WiFi (I had Spectrum at the time), resulting in a bill of around $[redacted].00 a month. However, my bill consistently remained between $[redacted] to $[redacted] a month. Despite calling every month for three months to have it corrected as promised, it was never permanently fixed. I grew frustrated and decided to cancel my service because AT&T didn't fulfill their end of the agreement. The charges never aligned with the contract I agreed to. I have since switched to T-Mobile, paying $[redacted] for two lines with free Netflix, and my WiFi costs $40 a month. I request an investigation into my account, particularly listening to the recordings beginning with employee Blair, as I feel misled into a faulty contract. I disagree with the early termination charges imposed by AT&T when I was subjected to undisclosed fees I never consented to. Thank you for your attention.

For over a year, I have been dealing with price gouging in my auto loan through the government-funded Wi-Fi program. I have received no resolution, research, or management response to my complaints, causing mental, emotional, and financial distress. I suffer from complex post-traumatic stress disorder and depend on social security disability. My monthly payment ranges from $40 to $95, leaving me with limited funds to live on. I feel disrespected and unheard, as my account and billing history have not been reviewed or escalated to a supervisor. I have knowledge of AT&T's code of ethics from past employment there. Every phone call with this issue triggers suicidal thoughts due to my traumatic brain injury. I expect due diligence and respect for my situation.

I have a Samsung Note 9 that was a gift from Sam's Club. It's fully paid off since October 24, [redacted], when my husband settled the balance at an AT&T store. When I switched to T-Mobile and changed the SIM card, the phone displayed a "SIM network PIN blocked. Enter SIM network PUK" message. T-Mobile replaced the SIM card, but it didn't solve the issue. I've contacted AT&T, Samsung, and BBB without success. Samsung even created a work ticket stating my phone is still specified as an AT&T device and needs to be unblocked by them. AT&T mentioned I should have done an Unlock Request after paying off the phone, but it was never communicated by the store. I'm still unable to use my Note 9 and seeking help to resolve this matter promptly. Thank you, Susan and Jesse G.

We have been experiencing issues with our account linked to [redacted] due to a charge of $[redacted] that was mistakenly applied after upgrading our phone and returning the old device. Despite numerous calls to supervisors and explanations of the situation, the incorrect charges have not been rectified. Our account now displays an incorrect balance of $[redacted]+, causing significant stress and frustration. Despite assurances from customer service, the problem remains unresolved since March. This ongoing ordeal has led us to consider seeking legal assistance as it has impacted our family's well-being. We are disheartened by the lack of compensation for the distress caused and the funds wrongly deducted. We urge for a conclusive resolution and request for a swift and final resolution to this lengthy and troubling matter.

I have contacted ATT multiple times regarding a disputed charge that has been sent to collections. We had DSL set up at our rental house in Oxford, Mississippi, but the service was inadequate despite being the best available. We had to cancel, but were billed for an extra month after termination. Despite assurances from a representative that the bill would be resolved, we later received a collection notice for the same amount. Subsequent calls to ATT resulted in being put on hold, transferred to various representatives, and eventually disconnected after an extended 2-hour call session. Attempts to resolve the issue have been futile. I can be reached at [redacted] if needed. Todd and Vicki Thomas [redacted] Breckenridge Drive Oxford, Mississippi [redacted]

I need to inform you about my work situation which requires me to have a reliable internet connection available 24/7. I have been experiencing intermittent DSL issues for about a year, despite multiple technician visits and modem replacements. Last November, the problem escalated, and after another technician visit, it was discovered that the issue stemmed from underground cable infrastructure in my neighborhood. Attempts to resolve the issue were halted by a permit problem. I was suggested to switch to a Wireless hotspot by an ATT representative, which I purchased. However, the monthly bills were unexpectedly high, and after expressing my concerns regarding usage and past issues with DSL, I was allowed to return the hotspot beyond the return policy and have the outstanding balance written off. I returned the device, but received a final notice bill erroneously, which was then sent to collections. Despite making the payment, the issue remains unresolved after hours on the phone with ATT and collection agency. I feel frustrated with the lack of resolution and plan to switch to Comcast due to these ongoing problems.

I have encountered numerous ongoing issues with AT&T for several months. Communication with representatives has been unproductive as canceling the service took six months, only aiming to have a landline. Despite long hours on hold, the problem remains unresolved. Recently, a bill was received for $[redacted], instead of the $49 for the landline. The representative mentioned they would file a complaint, which seems ineffective. I am contacting you once more in hopes of a final resolution before escalating my concerns to the FCC. My account number is [redacted]. I can be reached at [redacted], as the landline is not functional. I appreciate your prompt attention to this matter. Thank you. - Korie

I cancelled a line in April [redacted] and was assured by a representative that no payment was required as the service was terminated for over a month. Despite this, I was misled about the final bill amount. Assured by the Office of the President that the issue would be rectified, I still received another final notice on June 24. During my attempts to resolve this with customer support, I encountered unprofessional behavior - being disconnected by five representatives, including a floor manager who provided a fake cell number and all denied the existence of the Office of the President. The lack of cooperation and honesty is concerning. I'm contemplating legal action for the stressful experience. If erroneously charged, I will dispute it as fraud. The inefficiency in resolving this matter is unacceptable.

I am writing because I had difficulty obtaining a new phone service with AT&T and signing up for the $[redacted] Visa card offer online. I have proof of attempting to sign up with two confirmation numbers from back in May at the stores in Ocoee, Florida, and Orlando on Kirkman. Despite spending a full day at an AT&T store and being unable to resolve the issue, I eventually had my service turned on May 11th. My phone number is [redacted], and I would like to receive the promised $[redacted] Visa card as per the online offer. Despite multiple attempts with confirmation numbers, I was continuously informed that my order was on hold. I am willing to provide screenshots of my attempts to sign up online for verification.

I recently visited an AT&T store to set up a new service, but encountered payment issues with multiple cards over three weeks. After finally resolving the payment problem, I was delighted to have a working phone service. Unfortunately, I lost service during a trip back home and upon arrival, I discovered my account had been disconnected. Despite having made a payment the same day, I received a confirmation SMS. When attempting to log in, I was prompted to contact customer service. I kindly request AT&T's assistance in restoring my service. Please reach out to me at [redacted]. I am eager to hear back from you. Thank you. Sincerely, Dominik Bobek

In March [redacted], I canceled my wireless service with AT&T, which was paid through April 24. I switched three cell phones to Consumer Cellular, and disconnected the fourth line supporting an iPad. Despite canceling, AT&T continued to bill me with added penalty charges. I've tried multiple times to resolve this issue but received inaccurate responses. My last contact on June 16 with the Retention Department assured me that the account would be officially canceled on June 24. I was promised a full credit and a zero balance within 48 hours. However, as of today, the online statement still shows an outstanding balance of $[redacted].00 with penalties. The confirmation number for my previous communication is CM[redacted]3_[redacted]91.

I am struggling to cover my phone bill of $[redacted].40 due to job loss. Despite actively seeking new employment, communication barriers prevent potential employers from contacting me. The only contact number I have is linked to my phone bill. Following the removal of a line, charges persisted. Contacting customer service revealed the option to discuss payment arrangements due to financial constraints. Redirected to the financial hardship department, I faced a stagnant account, hindering service restoration without full payment. While I expected assistance, the service interruption created hurdles. As a loyal AT&T customer since [redacted], I find it challenging that my plea for flexibility is met with strict policies. Previous positive experiences with T-Mobile's understanding approach highlight my current frustration.

I recently had my landline disconnected and replaced the service with my pre-paid phone to avoid purchasing a new device. The transition went smoothly, allowing me to keep my original landline number, which I've used for the past 19 years, while relinquishing the pre-paid number, which I've also held for 18 to 19 years. Throughout the decades, I have been a customer of AT&T and/or Bell for both my home and business phones, never missing a bill payment. However, when I inquired about the $[redacted].00 balance on my now-canceled pre-paid account, I was informed that I would not be refunded. As a 79-year-old individual, this seems like an unfair situation, especially considering my family's loyalty to these companies dating back to the early 1930s when phone numbers were only four digits long.

Dear AT&T, I have been a loyal customer of DIRECTV since [redacted]. Recently, my account number was changed without my consent, and my monthly rate was increased. Despite making a verbal agreement with Debbie to pay in advance each month, I received a late payment notice. I requested a full history of my payments and attempted to resolve the billing issue with customer service, but to no avail. I kindly request my complete payment history and hope to resolve this matter promptly. If my request is not fulfilled by August 1, [redacted], I will proceed with filing a formal complaint with the Minnesota Attorney General's Office. Sincerely, Paul Masica Brooklyn Park, MN [redacted] Account #[redacted]83

For the past six months, I have been experiencing ongoing reception issues and connectivity problems. Currently, my WiFi speeds are at .21 Mbps for download and 3.17 Mbps for upload, making it impossible to download or stream DirecTV content. Despite paying for higher internet speeds, I am unable to enjoy the benefits of DirecTV due to these limitations. Feeling frustrated, I reached out to Spring and was offered a package including 2 new iPhone 8 Plus 256GB phones, 2 lines, free Amazon Prime, free Hulu, all for less than $[redacted] monthly with taxes and fees, along with a one-time payment of about $[redacted]. While I am hesitant to switch providers, I am considering it as I believe I should not be paying the same amount for services I cannot fully enjoy due to poor connections. I am seeking assistance in adjusting my bill to align with the services I am currently unable to receive.

I purchased a buy-one-get-one deal on the Samsung Galaxy S10+ as explained by the salesperson and verified with customer support. I was unexpectedly required to pay in full for one phone upfront. I've now been informed that the buy-one-get-one credit will be discontinued, meaning I'll be responsible for both phones' payments. Despite assurances from AT&T that this issue wouldn't occur, I ended up getting billed for both devices. Resolving the billing problem involved canceling a payment and spending countless hours on daily phone calls, totaling over [redacted] hours. I am optimistic that the additional charges have now ceased.

For over two years, we have been billed for international calls we did not make. The total charges incurred during this period are significant. Despite contacting Customer Service and spending over an hour on the phone, the initial response was unsatisfactory. They offered a solution to prevent future charges but only agreed to credit the current fees, initially at $25. We are long-time loyal customers of AT&T, with an average bill of over $[redacted] for 15-20 years. We insist on a credit for all international call charges from June/July [redacted] to May/June [redacted] and possibly beyond. We enjoy AT&T's service but will switch providers if this matter is not resolved to our contentment. The number associated with these charges is [redacted].

Five days ago, my AT&T high-speed internet connection went down due to an outage. The online message initially stated it would be fixed by 6:32 on July 2nd, which did not happen. The time got extended to 6:32 pm EST on July 3rd, which also passed without resolution. Each time I contacted customer service, I was given a new timeframe that was not met. Now, on July 5th, I have been informed that I need to schedule a service appointment, causing an additional 3-day delay, making the total outage at least 8 days. I am frustrated by the lack of accurate information provided to me and feel that I should receive a refund for this month's charges. Despite being a long-time AT&T customer, I am considering switching to Spectrum if they can provide me with a faster solution to my internet connection issue.

I'm encountering issues logging into my account on both the app and website. Upon logging in, a verification page prompts me to enter a code, which I'm not receiving despite the correct number being used. I've engaged with approximately 14 individuals via phone, chat, and even visited a store, yet the problem remains unresolved. Each representative guides me through identical steps that don't rectify the situation. This trouble started about two weeks back. Recently, I was informed the matter should be resolved by July 9th, a date that seems arbitrary. Failure to resolve this soon may result in significant financial consequences. I've reached out to Verizon, who has offered a $[redacted] prepaid card for switching, and my spouse will likely follow suit. This has truly been the most abysmal customer service encounter I've ever encountered.

As a concerned Army Veteran, I recently changed my plan with the intention of saving money on my AT&T bill. However, I encountered an issue as my bill unexpectedly increased by over $[redacted]. Despite providing my DD214 twice on separate occasions, the document has not been processed or acknowledged by the company. This lack of accountability has raised concerns about potential identity theft. I have attempted to address this matter calmly and am frustrated by the request for a third copy of my DD214. It is essential that AT&T rectifies this situation promptly, or I will be forced to take my business elsewhere. I am disappointed that the promised veteran discount, in effect since March [redacted], has not been applied to my account as stated in the flyer I received. My priority is to have my account credited with the agreed-upon discount. I hope that this issue is resolved efficiently and that my personal information is secure. I can be reached via email at [redacted] or at [redacted]. I trust that AT&T values the service of Veterans like myself and will address this matter promptly. - M. Telles