AT&T Customer Service Issues

Telephone number [redacted], my name is Pamela Sowers. I have been a U-verse customer since [redacted], paying around $36 a month for [redacted] GB, yet I've only used up to 5 gigabytes. I need someone to call me as soon as possible to address the issue. I've had numerous unsuccessful service calls and need to file a grievance for being misled about the internet signal in my area. Please contact me promptly before I take further action. Thank you.

While on vacation from 6/17 to 6/23, we returned home to find no phone or internet service. After scheduling a service for 7/2 between 4-8 pm, no technician showed up nor did we receive a call. After hours of waiting and speaking to various representatives, we were informed they overbooked due to which the repair tech didn't show up. We were promised a call back today by 1 pm but that didn't happen. After more calls and being put on hold multiple times, we finally managed to reschedule for 7/6 from 10-12, contrary to what we were told before. It's disheartening as loyal customers of 30 years, who have been with Southern Bell before it became At&t, to experience such poor service. We hope our feedback is heard and addressed appropriately.

Several months ago, my girlfriend lost her iPhone 7 and got a replacement through her insurance. Recently, she found the lost phone and tried using it temporarily after her new phone got damaged. However, the old phone was locked to the AT&T network. After getting her damaged iPhone repaired and switching back the SIM card, the new device is not working properly. It's unable to receive texts, calls, or access data. When she tries to make a call, an error message pops up saying, "the device cannot connect to network."

My husband needs to replace his phone as it got shattered when he dropped it. We visited an AT&T store in Orlando, FL for a new phone. He presented his driver's license with his formal name, Robert, while he is known as "Bobby" on the account. Despite having the phone, app, and license, the agent refused the sale. Instead, they advised him to resolve the name discrepancy by calling the [redacted] number. The lengthy and inconvenient phone call process adds frustration. If this policy is for security, who exactly are we being safeguarded from? If this issue persists, we might consider switching carriers after being loyal customers for over 15 years, as I recently canceled our Direct TV service.

Name: Glenda C. I have been a DirecTV (DTV) customer for about 4 years. There were occasions where my kids paid the bill late, resulting in our service being shut off. I understood the reason, but when we paid the bill and were charged for the downtime, I found it unfair. I tried to resolve the issue but was unsuccessful. Additionally, I questioned why I was being charged for two receivers when I thought the first one was included in the package deal. I pay about $20 each for the receivers on top of other fees. I'm just looking to see if there could be a more cost-effective solution.

I have been trying to contact Wally Phelps at the office of the President regarding an extension to pay my past due balance of $[redacted]. Last month, he granted me an extension and told me to call back if I needed further assistance. Despite keeping my agreements, I am now being asked for an additional $50 to set up a new extension. This is difficult for me as a disabled person with limited income. The representatives have been rude to me, and I feel unsupported. I have left messages for Wally Phelps without receiving a return call. I hope to resolve this issue and avoid any further threats of suspension.

Several years ago, I signed up for a Go-Phone with AT&T and set up auto-payment for $[redacted] yearly, which worked fine until recently. Despite rarely using the phone, I accumulated a balance of $[redacted]. After a notification from AT&T to replace my phone a couple of years ago, which I did at a local store, I ensured my auto-payment was updated. However, last year, I found my phone with no funds and had to call AT&T to have it reinstated. Fast forward to July [redacted], my phone displayed "SIM not provisioned MM #2" and "Emergency Calls Only." Despite contacting AT&T for assistance, I encountered difficulty explaining my situation. The representative claimed my account was closed due to non-payment of $[redacted], which I disputed as I had auto-payment set up. Despite being told that texts were sent as alerts, I do not text, and thus missed any notifications. After an unfruitful discussion with Reggie Ruscia from the Philippines, I am disappointed that my account was closed without my knowledge. I am seeking resolution and a refund, or I will escalate this issue with BBB and other consumer protection agencies.

Hello, my name is Judy Alexander, and I need help with my AT&T account [redacted]01. Last year, I transferred three lines from T-Mobile to AT&T on 7/27/17 online. The service switch happened on 8/1 or 8/2. Later, I added a fourth line in-store. When I tried to add a fifth line online and faced issues, I chatted with a representative who said I could have up to 10 lines on my account. With a buy-one-get-one deal, I got two iPhones and a Samsung 8 initially. Then I added another iPhone for the fourth line. I tried adding a Samsung 8 for the fifth line within 14 days as advised during the chat. The representative suggested creating a separate account for the fifth line temporarily to bypass the online issue, promising no extra charges. However, when I switched the fifth phone to my main account, a $[redacted] deposit was unexpectedly required. Despite minimal usage on the temporary account, I was charged. The account was eventually closed with a remaining balance. I need help to resolve these issues, including getting the buy-one-get-one credit and addressing the unexpected charges. Thank you, Judy Alexander.

I manage a prepaid multi-line account for my household with four lines. Despite paying the bill on time, two of the phones are not functioning correctly. We have contacted customer service and technical support four times for about an hour each, to no avail. When we visited the local AT&T store, we were embarrassed by being told in front of others that we needed to pay the bill, which was not the issue. Following another hour on the phone with technical support, we were instructed to go back to the store and obtain new SIM cards. This situation has been frustrating, taking up numerous hours and travel, and continuing to pay for services not received is unreasonable. If this matter is not swiftly resolved or addressed with compensation for the time and inconvenience, I am considering switching to a different service provider. Despite being a loyal customer to AT&T for years, the subpar customer service and technical support experienced in this ordeal are completely unacceptable.

I recently noticed that my bill increased because the promotional rate I had expired. After contacting customer service, an agent assured me they would credit me for the difference and reinstate the promotion. However, when I received my next bill, the promotion was still not applied, and no credit was given. During my recent call, I spoke with a representative for approximately 30 minutes, who was unhelpful and even suggested cancelling my account, which would not resolve the overcharge issue. After a lengthy second call, I was informed that the credit from the previous interaction would be applied eventually, but my bill would not reflect the change for a few months. I was also told I would have to pay the higher amount in the interim with no additional credits. The situation was confusing, and despite expressing my desire to cancel, the representative mentioned cancelling would forfeit the credit. I found it challenging to escalate the issue to a manager or receive a clear explanation. I am seeking assistance from a more understanding customer service representative.

When I switched from U-verse to phone, internet, and Directv, I was assured that I would have all the channels from U-verse for $89.99 per month plus 8% Ohio sales tax. However, my bills have not reflected this. After speaking with Paolo and Sandra, Sandra estimated my bill around $77.00 and promised to adjust my last two bills accordingly. Unfortunately, I lost the chat records. Reviewing my past bills will confirm I have been overcharged, and I believe AT&T owes me free service for a couple of months. Sandra suggested I contact Directv, but I expect AT&T, whom I signed up with, to resolve the issue. You can reach me at H: [redacted], O: [redacted], C: [redacted]. My email is <[redacted]>, although I've been informed AT&T does not use email, which seems unusual.

I have been an AT&T wireless customer since [redacted] using number ([redacted]). Recently, there was an issue where my primary number was changed without my authorization to my wife's number, resulting in incorrect billing for a period of 6 months. As 50% of my charges are reimbursed by my employer, this mistake will cost me around $[redacted]. I have contacted AT&T multiple times and despite conversations with customer service, they claim they cannot reprint statements to correct the error. This situation has left me feeling frustrated as I am being held responsible for AT&T's mistake. I am seeking a resolution to this matter before considering contacting the FCC or switching to Verizon. Thank you for your attention to this matter. - W. Hamilton

I have my Direct TV and AT&T bundled together, and my bill keeps increasing. Last month they claimed I was charged over $[redacted] for movies, and again this month, they are saying the same thing. I contacted them, spoke with a manager, and we checked my parental controls. I have a passcode on all three of my TVs, the purchase limit was set at $0.00, and I change the code every three days on all of them. The manager mentioned that on their end, the limit was set at $[redacted], and the charges remained valid. I questioned how they accessed my passcode and the zero-dollar spending limit, but he could not provide an explanation. Since they have it set at a $[redacted] spending limit on their end, they claim it is legitimate. I find this situation frustrating and unfair; I want these charges removed and a refund for last month because this is not my mistake.

I'm receiving 10-15 telemarketing calls daily, which is extremely disruptive as I work from home and am frequently on calls. Despite adding my number to the national and Tennessee do not call lists and filing complaints with the FCC, the calls persist. Most of them are from area code [redacted], but lately they are coming from [redacted] as well. I've attempted to contact ATT for assistance, but had difficulty understanding the representative. She mentioned taking action, but the issue continues. These calls are on my landline as cellular service is limited in my area. I'm in discussions with Verizon regarding better cell coverage, and considering switching from both ATT home and cell services if a viable solution isn't found. Although I've been a customer of ATT for over 25 years, the lack of resolution is prompting me to explore other options.

I would like to reinstate my old AT&T landline number, [redacted], which I have had for 44 years. The number needs to be active to port over to Charter on Monday 7-16. I cancelled my U-verse services on Monday 7-9 but was not informed that the landline needed to be active for the porting process. All AT&T equipment is still connected, only needing to be activated at your main computer without requiring a technician visit. I tried to reactivate the landline and VoIP after cancelling, emphasizing the necessity due to a family member's health concerns, but encountered difficulties. Despite speaking with a supervisor named Ivy on Thursday 7-12, who promised to follow up within an hour regarding temporary activation until 7-16, I have not received any updates as of this message. I appreciate any assistance you can provide.

I recently cancelled my Directv Now account due to being out of the country for seven months. Despite cancelling, I have been receiving promotions and bills. I have contacted customer service multiple times via chat to resolve this issue, but I continue to be billed even after being promised that I wouldn't be. The account cancellation has been acknowledged by everyone, yet the billing issue persists. Reference numbers: - Confirmation ID: [redacted]21 - Account Number: [redacted]55 This ongoing problem is causing me a lot of stress, especially since contacting AT&T via chat is challenging. When I call by phone, I'm prompted for a PIN that seems to be disputed by the agents. I have proof of the new PIN sent to me by an agent, but it doesn't seem to work when I provide it.

I reached out to AT&T on July 2 regarding severe static on our calls. The issue escalated as our caller ID disappeared, and calls were cut off after one ring. After finally securing an appointment for July 13, I was promised a technician would arrive by 6 p.m. or on July 14. Despite my follow-up call at 3:30 p.m., no one showed up. I was informed that mentioning static placed me at the bottom of the repair list, but customer service said reporting the inability to use the phone would prioritize our case. I find this situation unacceptable. I pay over $60 per month and have been without a working phone for at least 13 days. I request a technician to inspect the lines or suggest purchasing a new phone. Furthermore, I expect a credit on my next phone bill.

For almost two years, we have been facing landline issues. At present, the phone has been out of service since July 2nd. Just today, I was informed that it won't be fixed until July 25th. Waiting this long for AT&T to resolve a phone line problem seems unacceptable. The number has likely been out of service for a total of around 90 days in the past two years, which is concerning. My elderly mother, aged 86, urgently needs a permanent repair for her phone line. I also expect her account to be adjusted for the days without service. If necessary, I plan to report this to the Michigan Public Service Commission to expedite a resolution.

(1) We are experiencing another DVR failure, which marks at least the third replacement. All our recordings, including the Ken Burns' series on Vietnam, have been lost. (2) Unlike when my mother changes DVRs with her provider in a small town and retains her recordings, AT&T does not offer this service. (3) The replacement box, promised to arrive by 8:00 p.m. on Saturday, was still in Dallas while we are in Menomonee Falls, WI. The AT&T website indicated the box was ready for installation despite not having it in hand. (4) Contacting customer service is challenging. Despite multiple attempts to troubleshoot the issue before contacting AT&T, the process required entering account information repeatedly and waiting a long time to reach a representative. Apologies were given but no effort was made to rectify the situation with compensation. (5) The wifi connection is inconsistent, causing issues with my phone and smart home devices losing connection even when in close proximity to the router. (6) With bundled landline, internet, and Uverse services, we are disappointed with the internet speed not meeting the expected high-speed levels. Given the unreliable service, we are exploring alternatives despite being long-term customers. (7) We are seeking improved and more reliable internet speed and request a $75 credit for the inconvenience caused by the DVR failure, loss of recordings, and poor customer service experience.

I have been charged extra on an unlimited plan, causing distress for my 87-year-old mother and me. We rely on our phones for emergencies, and the runaround we are experiencing is unacceptable. I believe the situation is intentional, given my firsthand experience with your customer service. With our phones connected under account numbers [redacted] and [redacted], we are unable to get clear responses despite having all necessary codes. It seems like your priority is profit rather than customer service. Our base fee should be $80 for the unlimited plan, but you added an extra $40 to my elderly mother's bill, which is deceitful and unfair. We demand an adjustment to the correct amount and an end to these frustrating games and long hold times. We are being incorrectly billed for additional data, and your representative's false claims about my phone model are disheartening. I urge you to resolve this issue promptly and fairly before legal action becomes necessary.