AT&T Customer Service Issues

I made an online order on 8/1/[redacted] and selected store pick-up at West Covina Branch. Upon arriving, I was asked for my current carrier information which I wasn't informed about previously. The store employee mentioned paying $[redacted] for the phone after some confusion. Concerned about the treatment received and my Driver's License being photographed, I left the store unsettled. I believe there were discrepancies in the process and I am seeking clarification on what actions were taken on my account by the store employee. I would appreciate it if AT&T could investigate this situation and address the employee's behavior accordingly.

Subject: Billing Discrepancies and Poor Service Experience Dear AT&T, I am writing regarding my account number: [redacted]97 and the ongoing billing errors I have encountered. In February, I signed up for a one-year contract, but have faced multiple issues with my bill since then. Despite repeated attempts to resolve the problems, I have not received the professional response I expected. After a technician visit in May, my monthly rate inexplicably increased without any clear explanation. Subsequent bills included charges for services I did not request or receive, such as a new receiver and installation fees. Despite numerous calls to your billing department, the issues remain unresolved. I have enclosed a check for the agreed-upon amount of $[redacted].38, and I expect the erroneous fees to be removed promptly. The lack of customer service I have experienced is disappointing, and I am considering switching to another provider at the end of my contract. Sincerely, Carl D. Michael [redacted] Sylvan Woods Drive Sanford, FL [redacted]

I recently made an error by updating my checking account information without realizing it went to the wrong account. Due to a car accident and being hospitalized, I overlooked this and my account was canceled. It seems there were billing issues related to an iPad from a previous provider. I strive to pay my bills promptly but missed notifications due to my situation. I am disappointed with the lack of communication and abrupt cancellation just before my payment. I have proof of the billing discrepancies. Please assist in resolving this matter, as I want to continue enjoying the services provided. Thank you for your attention to this issue. Mike at [redacted]

I recently contacted customer service to upgrade my phone after being a loyal customer for over 10 years. I was promised a free upgrade to an iPhone 8 for both myself and my husband. However, upon following the provided link, I noticed a $20 monthly charge for the phone. When I inquired about this, I was informed that I would be charged initially and then credited back each month. Upon receiving only one phone, I called customer service again and was told that the charge was indeed for the phone and that there would be no credit as previously stated. Disappointed with this misinformation and treatment, I am considering closing our account with AT&T. I now seek assistance in returning the phone and would appreciate the address for that purpose. Thank you.

Hello, I am a satisfied AT&T customer. I usually have my TV/Internet payment deducted from my bank account monthly. Recently, I received an email indicating that my payment could not be processed, so I replied with the required information. After not receiving a response, I visited the local AT&T office. I explained the situation to a lady there regarding my new bank card details from PNC and she assisted me over the phone. She confirmed a zero balance at that time. However, I later received notifications stating that I am past due, along with a phone message. Strangely, I also received an email thanking me for setting up direct payment, which I assume was done during my visit to the office. I am at a loss and have already tried reaching out multiple times with no resolution. Can someone please assist me with this issue? Thank you, Ronald G. [redacted] SW 88th. Avenue #[redacted] Pembroke Pines, Florida [redacted]

I encountered significant challenges when trying to track the delivery of my two ordered phones. Despite having confirmation emails and pending credit card charges, I could not locate my order. My attempts to resolve this issue over the phone were frustrating, with no helpful assistance provided. My husband and I were continuously transferred between representatives who offered conflicting information. This experience has been extremely disappointing, and I believe AT&T should offer a higher standard of customer service. I am seeking a resolution to ensure my satisfaction and am prepared to escalate my concerns until addressed by AT&T directly to discuss potential solutions.

I am on the verge of terminating my services with AT&T. I have been a loyal customer and even hold a small amount of stock with the company. However, the service quality has been subpar and not worth the money I have spent over the years. The TV shows suffer from missing content due to the inconsistent connection, which is unacceptable compared to the more dependable analog service. Despite the telephone service being decent, the recurring issue of squirrels damaging the lines yearly is frustrating. Additionally, I find it inconvenient that I receive my telephone bill significantly earlier than the cable bill, which has a shorter payment window. The recent problem with CBS not being available is the final straw. The $10 compensation offered for the inconvenience is not sufficient. I have been patient, but my tolerance is waning. Action needs to be taken to address these issues promptly. Lisa McCarty

After AT&T installed internet and phone service at my apartment on July 12, [redacted], there was a fire, and my apartment was severely damaged. I contacted AT&T and TXU to suspend service temporarily due to the circumstances. While TXU provided a pro-rated bill, AT&T appears to have merged my prepaid phone account with the internet/home phone service, making it impossible for me to access information online. Despite not using the services, I received a bill for $[redacted] on July 16, [redacted]. Despite speaking with AT&T and being told the bill would be adjusted, I received the same amount on a subsequent bill. When I called customer service, I faced challenges explaining my situation and was offered to pay the $[redacted] as a credit for future service. This approach seems unfair to me, as I did not receive the service I was billed for. I am looking for a resolution and seeking assistance from someone knowledgeable at AT&T to address this issue.

I have spent over two hours today speaking with customer support only to discover the order was never placed. My details are as follows: Initials: B. M. Email: [redacted] Address: [redacted] Hemlock Loop, Thorne Bay, AK [redacted]. I reside on an island in S.E. Alaska. Reference: CX[redacted][redacted]6 Order details: New service, 1 line, unlimited, Kyocera Duraforce Pro II phone (ability to operate in 3G area required). I provided my SSN for a Credit Check and credit card information for phone taxes. Monique, who was very polite, faced difficulty authenticating my address. I requested a supervisor but had to leave after an extra 10 minutes. I was informed I would receive an email confirming the phone shipment status, which I never got. It seems no one acknowledges my existence, my credit was needlessly checked, and I anticipate another credit inquiry affecting my score. I am frustrated with the repeated apologies and lack of resolution.

I recently switched 7 wireless lines from Sprint to AT&T for a better network, customer service, and price. The deal promised $[redacted] reward cards for each line ported and credits for trading in devices. My quoted price included insurance, taxes, but no mention of activation fees. The porting process was a nightmare with only 2 out of 7 devices successfully activated after a specialist spent hours at my home. AT&T's service initially disappointed me. My first bill shows a $30 activation fee per line, never discussed or agreed upon, leading to the need to dispute this charge officially.

Dear ATT Customer Service, I am writing to urgently request assistance with fixing my father's home phone line, which has been out of service for over a month. This issue is critical as my mother recently passed away, leaving my father alone and relying on a medical life alert system that operates through the phone line and internet. Despite multiple calls to customer service and visits from employees, the problem remains unresolved. Please escalate this matter to ensure a prompt resolution. The address needing attention is: Millard Smith [redacted] North County Road [redacted] East Avon, IN [redacted] Phone: [redacted] For further contact, my information is as follows: Jonathan Smith Phone: [redacted] Thank you for your assistance. Jon

I subscribed to AT&T's $10 per month wireless internet at the start of [redacted]. Unfortunately, shortly after, I was diagnosed with bladder cancer. This internet connection is crucial for my 10-year-old son's schoolwork and our daily activities, particularly because my health prevents me from doing much. Managing bills has been challenging as my treatment costs are high. Despite my efforts, I forgot to pay my internet bill once, leading to complications with my account. AT&T has been understanding and helped me at times, but the accumulated fees have become burdensome. They assured me they would reset the account to $10 per month, but the charges have continued to increase. My service is currently suspended due to an outstanding $78, a sum that shouldn't be so high. If AT&T cannot resolve this and return my bill to the agreed amount, I may have to switch to a more affordable provider. I rely on the internet for entertainment and communication, so the lack of service is isolating. I hope AT&T can address this issue promptly to avoid having to switch providers.

I submitted an insurance claim for a replacement device and opted for an iPhone 7 128GB. After receiving a confirmation email, I expected to get tracking details soon. To prepare, I even bought a case and screen protector. However, today I was informed that an "iPhone SE 64GB" was shipped instead. I'm reaching out to correct this error as I should be receiving the model I originally selected. I am willing to share any email correspondence to clear up the misunderstanding.

I have been struggling to resolve an issue with AT&T regarding an incorrect $[redacted].97 phone bill for a phone with the area code [redacted] transferred to Consumer Cellular. Despite repeatedly informing AT&T that the phone is no longer in use since April 1, [redacted], they continue to charge me. After another call today, they claimed it would be canceled moving forward. As a long-time customer, I am disappointed by the lack of assistance from the "Loyalty Dept." and the constant need for me to correct this error while on a fixed income as a new senior citizen. If this continues, I may have to escalate the matter to the local media to shed light on AT&T's treatment of loyal senior customers like myself.

Dear Sir/Madam, I am disappointed by the recent deduction of -[redacted].75 on 8/2 from my Social Security Disability payment that is deposited onto my debit card monthly. This action, done without my knowledge, has caused additional financial strains resulting in late fees on my mortgage and credit cards. I have since switched providers after being offered a better deal. I kindly ask for a $[redacted] credit to my account due to the unexpected deduction and resulting fees. As a long-time loyal customer, I hope for a swift resolution to this matter. Sincerely, Anthony T. 49 Terapin St Mastic, NY [redacted] Acct# [redacted]1

I purchased an iPhone X model A1901 with IMEI number 35 [redacted]77 3 second hand from Ben Grant on 11/25/[redacted]. The condition of the sale was that the phone was not network locked and could be used internationally with any SIM card. Before the purchase, both the previous owner and I visited your store at [redacted] Concord Mills Boulevard in Charlotte to confirm that it was not locked to any network and could be used anywhere internationally with any SIM card. However, it has now been discovered that the phone is actually locked to AT&T and cannot be used internationally with any SIM card. This misrepresentation by AT&T has caused significant communication issues when using the phone abroad. Urgent resolution is required from AT&T to unlock the phone from their network so that it can be used internationally.

I have been dealing with AT&T Mobility's erroneous collections notices for a supposed debt dating back nearly three years. Despite my repeated efforts to clarify that I owe nothing, AT&T continues to report this false debt to collections agencies, leading to fluctuations in my credit score. Recently, during a home refinancing, I had to settle for a higher loan rate due to this issue impacting my credit report inaccurately. This situation has caused financial harm, prompting me to consider legal action under the Fair Credit Reporting Act unless AT&T acknowledges that I do not owe anything and provides written confirmation. I possess a detailed timeline of the incidents and retain all original receipts. I urge you to address this matter promptly. Sincerely, Z. J.

I recently visited an AT&T store in Conyers, GA, to switch my daughter's carrier from T Mobile. Unfortunately, the customer service experience was disappointing. When I arrived, the only sales associate was busy with another customer and did not acknowledge me. I left to try another AT&T location but returned to the same store after finding the second location crowded. It took nearly 40 minutes for the associate to finally assist me after her previous customer left. When I expressed my dissatisfaction with her unprofessional behavior, she was defensive. She refused to provide me with her manager or district manager's name. I emphasized the importance of greeting customers promptly for a positive experience, but she seemed unresponsive to feedback. My expectation for AT&T was professionalism, similar to other exemplary companies like Chick-Fil-A, Delta, and Verizon. The need for improvement in customer service was evident during my visit.

While on my recent cruise with my daughter and husband, I encountered an issue where I purchased WiFi through Carnival for us to stay connected. I added the passport plan to my ATT account assuming all three phones under my number were covered for the $[redacted] flat fee. However, when I received my bill totaling $[redacted], I realized only one line was included. Despite explaining that I had no cell service during the cruise, I was told it was my responsibility to call and add the passport plan to each line. Due to these misunderstandings, I believe it is unfair for me to be charged considering I couldn't even use my phone for calls or texts while at sea. I wasn't aware that the $[redacted] fee only applied to one line and would have acted differently if I knew. I hope someone can assist me in resolving this issue. - Wendy C.

I reside in Portland, TX, and on Monday, August 5th, your crew was working on the power lines behind my fence at 3:00 AM. While running the fiber optic lines, they cut a whole bunch of tree limbs and left them along with a big roll of wire coil behind my fence without notifying me. Despite having a flat truck, they did not pick up the debris. I have contacted other companies, but they all indicated that it was the responsibility of AT&T. I have attempted to reach your customer service through multiple calls without any assistance. Please arrange for someone to pick up the debris and the big coil. For further assistance, you can reach me at [redacted] or via email.