AT&T Customer Service Issues

I have Direct TV and have been without Channel 2 for weeks due to an issue between AT&T & Nexstar. I was promised a local channel connector at no charge to fix the problem and was informed it would ship within 24 hours. It has been five days and I have not received anything. When I contacted DirectTV, they said the connector was never shipped and that it wouldn't work on my old receiver. They offered to send a new receiver with the connector for a $19.95 shipping charge. After some discussion, they agreed to waive the shipping fee but could only send the new receiver first. Once I have the receiver installed, they will send the connector. I have a transcript from a chat with Adam, which I wanted to attach but couldn't. It has now been a month without Channel 2.

I recently ported my cell phone number to AT&T FirstNet and opened a new account in September [redacted]. The representative who assisted me at our police station had promised me a free phone upon opening the account, but I have not received the credited for it yet. I have provided copies of the text messages to the representative's supervisor as evidence of the promise made. Despite reaching out to the supervisor, I have not had any positive outcomes. Moreover, it seems like my calls and texts to the rep were intentionally blocked, as they went through when I contacted from a different number. After several months, the rep informed me via text that there was nothing further he could do. All the details regarding this issue are well-documented on my account.

I am experiencing issues with my email account [redacted], which I have had for 24 years, where I cannot receive or send emails. This problem arose when AT&T discontinued dial-up and DSL services in my city, Philadelphia, some years ago. To continue using the email address, I agreed to pay $13.95 a month, which has now increased to $25.95 a month. However, I have been unable to update my billing information online since my credit card was compromised over a decade ago. Despite numerous attempts to seek assistance over the phone, I have not been able to resolve this issue. Unlike other service providers, AT&T has not sent any notifications regarding updating billing information, causing my email service to suddenly stop without warning. Despite being a loyal customer for 24 years, I have been neglected, and I am unsure why.

I am the wife of Christophe Escure, an AT&T customer with phone number [redacted]. My husband was repatriated to Europe due to medical reasons in early June and is currently in the hospital in Granada, Spain. He was unable to pay the June bill of $[redacted] and now we have received an invoice for over $[redacted] threatening to cancel the line. I have some questions and concerns: 1) How has the debt increased if the phone has had no services since the end of June? 2) How can we prevent the account from being canceled until my husband returns to the US on August 15 to settle the debt? Unfortunately, I do not have access to the American account to settle the balance. We have the necessary hospitalization documents to justify the situation but have had difficulties communicating via email with AT&T. We hope for a fair resolution considering the circumstances. Thank you for your assistance. Regards, Mrs. MEP

I need assistance transferring my phone number from a shared account to my own, but I've been informed to contact AT&T's Port Activation Department. Unfortunately, I don't have access to a phone to discuss this with them as customer service said waiting for up to two months is necessary. I've asked for an email contact but the salesperson only provided a phone number. I'm confused why my number can't be transferred to my new account one day after terminating the shared account in my sister's name.

I am current with my accounts. I recently got an old account from Att & T that we had discussed and paid regularly. I suspect Att & T is trying to overcharge me. I have been a loyal customer for a long time, and this is not the service I expect. I had a technician come to fix my internet, and I made it clear that I didn't want to be charged. However, after the visit, I received a $95 bill for the service. I called to question this charge, as they had promised no fees. Similarly, when I moved, they charged me for a new installation that I shouldn't have had to pay for. Another past account arrived with a different amount, and after calling, they couldn't provide a clear explanation. It's frustrating for customers to deal with these issues. I hope for a fair resolution, or I will take further action. I will email you with more details. Thank you.

I am extremely disappointed with the lack of customer service at the Smokey Point, WA store managed by Brian. In late June, I was in need of internet, TV, and phone services as I had just moved. Despite signing up and scheduling an installation, no one arrived, and I found out about a 2-year program which did not align with my unique community's commitment of only 6 months. Upon canceling, I was erroneously sold a tablet when I was initially told mine couldn't be upgraded. Despite several attempts at resolving these issues with Brian, it has been fruitless. Even when directed to another nearby store where Mr. Lee provided excellent service, it was stated that only Brian could address my concerns. While I was understandably frustrated during my last visit, I must mention that Mr. Lee was a saving grace in this situation. My appreciation for AT&T has faltered due to this experience, but Mr. Lee's exceptional service has restored some faith. If anyone from our community seeks AT&T services, I will wholeheartedly recommend they see Mr. Lee. Have a pleasant evening.

I have been a loyal AT&T customer for more than two decades, with intermittent use of DIRECTV. Despite my loyalty, I have encountered ongoing issues with AT&T's customer service and loyalty department. Recently, I attempted to cancel both services due to escalating prices. After numerous discussions with customer service representatives, I was given a set price by Tracy in the loyalty department in March. However, my bills have continued to increase without explanation, prompting my decision to switch providers. Regrettably, my interactions with various managers in customer service and loyalty have been unsatisfactory, with some showing a lack of empathy and even being rude. Despite reaching out to AT&T via email last week, I have yet to receive a response. Disheartened by the lack of resolution, I have begun the process of transitioning my wireless and TV services elsewhere. I have also taken steps to escalate my concerns to The Consumer Financial Protection Bureau in the hope of finding a fair resolution. Disappointed by the lack of customer care from AT&T, I am now exploring other options for my services. Best regards, S.H.

In December, I visited the AT&T store on Airport Rd in Warwick, RI, to settle my phone balance and close my account. I informed the staff of my intention to switch to another cell phone provider and requested my numbers to be ported out. I owned 3 phones and 1 tablet but decided not to transfer the tablet. The AT&T employee assured me that once the numbers were ported, everything would be taken care of. However, several months later, I received a notice of an outstanding balance, followed by contact from a collection agency due to non-payment. Despite my attempts to resolve the issue over the phone with AT&T, I was met with unhelpful responses and directed to the now-closed store. Feeling frustrated and cheated, I am left with a $[redacted] bill for a canceled account from 7 months ago.

I have had a technician from AT&T U-verse come to my home at [redacted] Windmill Lane in Clover, SC. Unfortunately, my service has been out for over a week now, despite having three service appointments scheduled, none of which were followed through. Despite rearranging my schedule to wait for technicians who never showed up, my work-from-home setup has suffered, leading to financial losses and customer dissatisfaction. The communication from AT&T has been misleading, as I received texts claiming the outage was resolved when it wasn't. Calling customer service has not been fruitful, as nobody seems to have a clear answer to the ongoing problem. As a loyal customer paying over $[redacted] monthly, I am extremely frustrated with the lack of accountability and service from AT&T. At this point, I am considering switching my business to a company that values its customers' needs better.

I received a bill for June totaling [redacted].67 due to unauthorized HBO, STARZ, and CINEMAX charges. After speaking with a representative, I was promised a $43.99 refund and a $40 discount on future bills, reducing my monthly cost to $85 for 12 months. On checking my recent bill dated July 30th, I saw a charge of $[redacted].99. Another call resulted in only the $43.99 refund being processed and the discount applied for the following month. Disappointed by being billed excessively for two consecutive months, I have decided to cancel my TV package and will only continue with the internet service moving forward.

My name is Martin Graham, and I terminated my AT&T Service on June 2, [redacted]. During a 35-minute phone call, I informed Mary at Direct TV on July 7, [redacted] (in a 12-minute call) about the cancellation. Despite these attempts, I am still receiving bills. I called on July 18, [redacted] for 30 minutes, and was assured again that my service was canceled. I have spent over 1.5 hours on calls within the past two days to resolve this issue. Despite making payments only to AT&T, I keep receiving overdue bills. It seems there was a miscommunication between AT&T and Direct TV, as my contract was with AT&T. I appreciate your help in addressing this matter. Martin Graham, Phone [redacted], AT&T [redacted].

My 85-year-old grandmother has always relied on Lifeline due to her limited income. In January, she submitted her renewal form, but it was denied. Since then, we have gone back and forth between Lifeline and AT&T. Each blames the other, with constant requests to wait for a pink envelope within 7 days. Despite sending a certified mail application, there has been no response in 7 months. Meanwhile, she is getting bills she cannot afford. We are extremely frustrated and tired of the runaround, as no permanent solution seems to be offered. AT&T points fingers at Lifeline while Lifeline says AT&T needs to send a request, even suggesting we drop AT&T altogether. This back-and-forth needs to end immediately.

Hello, I got my pre-paid SIM card from AT&T back in [redacted]. I have been working abroad for the past 9 months, and during my last visit 3 months ago, I was informed that I need to make a payment every 3 months to keep my number active. I've been attempting to make a payment since July 20th (which is less than 3 months from my last payment on April 24th or 25th), but my number has already been deactivated. Despite numerous attempts over the past week from overseas, I have been unsuccessful in contacting AT&T. I am unable to access live chat without an active number and there isn't an email contact provided. This situation is distressing as my number, [redacted], is linked to important matters like my immigration records and bank accounts. I seek your assistance in restoring my number. Thank you.

We reside at [redacted] Lakeway Dr., Austin, TX. Both a line technician and their supervisor visited our home in the last 12 hours. They confirmed that high-speed internet is available from the box in our front yard. Three AT&T boxes are located on our property, with terminals ready to be connected to our home, similar to our neighbors. Despite this, the system shows that internet service is not available to our address, as it's currently coming from a location [redacted] feet away. We kindly request that the system be updated so that technicians can install a line for high-speed internet at our home. Without this service within a week, we may have to switch to another provider, like our neighbors. We anticipate a prompt response and resolution to this issue. Thank you, Lynn and Mark Z.

Hello, I recently realized that I need to switch my phone plan from a joint account with my family to my own individual plan. Unfortunately, due to the time difference between Indiana and Alaska, I missed the deadline to make this change over the phone during business hours. I hope this email serves as a sufficient request for the account transition. The account is currently under Meghan M.'s name and phone number [redacted]. Please contact me at [redacted] to help me renew the plan under my name. Thank you for your assistance.

In May, I lodged a complaint and only received a call from Eric Watson from the president's office at AT&T after expressing my concerns here. However, despite contacting Eric multiple times, I have not received a callback. My cable service was suspended again today, and my original issues remain unresolved. I have yet to receive my reward card, and the movies I purchased are being deleted automatically. I left Eric a voicemail requesting a correct bill, but my bill in June was still inaccurate. I have been in contact with AT&T since March regarding false information provided by a customer service representative back in February. The lack of care for customers, especially someone like me who is on disability, is appalling. It is frustrating that despite my numerous calls, my concerns have not been addressed appropriately. I am considering filing a lawsuit by the end of this month as a last resort. I value excellent, ethical, and honest customer service, which appears to be lacking in this situation. Sincerely, Robin E. H.

I am currently experiencing ongoing charges for my internet and Direct TV bundle. Initially, I was informed that the bundle would cost $75 plus tax for both services, but the actual charges seem to be different. I have shared this discrepancy with others, and it appears to be a bait-and-switch scenario. I have been recommended to reach out to the FCC and consider other necessary actions. I have meticulously documented all my interactions with ATT, noting call duration, dates, and details. My main goal is to have the bundle at the agreed-upon price and ensure accurate billing. Despite speaking to someone in the Retention/Loyalty department and expecting a supervisor's call, I have not received follow-up. I hope for a swift resolution. Thank you.

I have been a loyal AT&T cable TV customer for two years, but when my contract was up on 7/16/19, I called in advance to cancel due to financial reasons. The representative I spoke to was understanding and transferred me to the loyalty department, where they offered to keep my price the same without a contract. However, we later realized we were missing two local channels we enjoyed due to arbitration with AT&T and those channels. They substituted HBO temporarily, but our bill unexpectedly increased to [redacted].00 per month, up from [redacted].00, so I decided to cancel my subscription by 7/30/19. Despite returning the equipment, I was still charged [redacted].00 for August, which has left me dissatisfied. I hope this issue can be resolved promptly. Thank you for your cooperation. Best, R.E.

I keep encountering issues with my eBills from AT&T U-verse being cancelled. It's frustrating because I rely on these eBills to pay my bills easily. Now I have been informed that I will receive paper bills instead. I am worried about how this will affect my bill payments going forward.