AT&T Customer Service Issues

Dear Customer Service, I recently bundled my AT&T Mobile with DirecTV and encountered significant issues with the equipment "upgrade." This resulted in a reduction of my DVRs and problems such as freezing and pixelation, making it impossible for anyone to watch recorded content. Despite multiple attempts to address the situation through customer service, the problem persisted. Eventually, in June [redacted], I scheduled a cable company to install a new service due to the ongoing issues. Despite disconnecting from DirecTV, I continued to be billed for the service erroneously. In February [redacted], AT&T wrongly applied my cell phone bill towards the DirecTV account, leading to the suspension of my mobile service. I have diligently tried to resolve these billing discrepancies through various channels with no success. I am now seeking a resolution to remove any negative credit reporting, settle outstanding balances, and reclaim the funds improperly charged to my account. I prefer all communication to be via email for documentation purposes. Thank you for your attention to this matter. Sincerely, [Initials]

I purchased an AT&T prepaid phone in West Virginia while staying with my father who was in hospice care. Unfortunately, AT&T was the only service that worked well at his home. My service was set to auto-debit on August 13th, but my father passed away on August 11th. On August 12th, I requested to have my service disconnected, which was done, but I was still charged. Despite explaining the situation, I spoke with a very rude AT&T representative who refused to refund the money. Dealing with the loss of my father has been difficult, and these additional challenges are unwelcome. The expenses related to my father's passing have been substantial, and I cannot afford to pay over $50 for a service I'm not using. My cell number is [redacted], and I go by the name April Hunt. Your prompt assistance is greatly appreciated.

I am currently trying to purchase a Kyocera DuraForce Pro 2, but I am facing issues on the website preventing me from updating and authorizing my card. Despite being informed by the store and customer support that the phone is no longer carried, I reached out to Kyocera who confirmed that AT&T is still a supplier. As a long-time loyal customer of AT&T, I am determined to get this phone. I have encountered this problem for two weeks now and urgently need a new phone since my current one is failing. I don't want to settle for another phone while waiting for the Kyocera. Any assistance or information you can provide would be greatly appreciated. Thank you, Eli H.

I have reached out twice regarding my blocked number, with no success. I require the number [redacted] for an important interview. The issue started after spending the summer in Vietnam from May to Sep. Before departing, I contacted an AT&T representative who assured me that the payment was extended until Sep [redacted], allowing me to use Facetime. I reiterated this on the AT&T page, receiving an email stating the problem was resolved. However, my number remains blocked. As I am currently outside the U.S., I am unable to seek assistance over the phone. Thank you for your understanding.

I have reported my issue twice, but unfortunately, it seems that the customer service department has not resolved my problem yet. Currently, my phone number, [redacted], remains blocked, preventing me from making an important interview call. I had previously contacted AT&T before leaving for Vietnam, and they assured me that my number would remain active until September without any issues. Despite receiving an email from AT&T confirming that the problem was fixed, my number is still blocked. Since I am currently out of the country and unable to make phone calls, I am reaching out for assistance through this platform. Thank you for your help.

I'm experiencing an ongoing issue with my router. I've been in touch with AT&T support three times. The first representative, Victoria, was unhelpful. The second technician, Jesus, was knowledgeable and managed to get my old router working but with a weak signal. He spent around 45 minutes assisting me and informed me that a new router would be sent from Texas in 5-7 days, which never arrived. The third representative, David, was courteous but kept me on hold for extended periods. He discovered that my router replacement order was not completed as Jesus had mentioned. David assured me he finalized the order and would provide a tracking number via email and a voicemail if needed. However, I have not received any updates. Despite explaining my situation multiple times, I am still awaiting a resolution. AT&T is my service provider, thus I am unsure why there are difficulties in getting the router replaced.

I am dissatisfied with the service I received while signing up for Direct TV. There were multiple installation appointments due to an incorrect address entry by your staff. Despite confirming my address on each call, it was only rectified after several attempts. I had to reschedule plans three times for the installations. I was offered $[redacted] in VISA gift cards for the inconvenience. However, during the last attempted installation, it was determined that my apartment's facing was unsuitable for the dish. Although I understand this issue was beyond your control, I would appreciate some form of compensation for the ordeal I had gone through. Kindly reply to this email with your proposed resolution. Thank you. - Deb Talatala

I am subscribed to an Alltel unlimited plan. When I went to an AT&T store to buy a new Note 9, they said I couldn't use it with my plan and directed me to Best Buy. After buying the phone and having the store manager transfer my SIM card from my Note 4, I realized I wasn't getting 4G LTE, only H+. I've contacted four customer service representatives, got a new SIM card, but still no improvement. I compared my settings to my son's new S10, and all is correct. One representative mentioned I might not get 4G, which is unacceptable given my expensive plan. Some reps said AT&T no longer supports our plan on newer devices, pushing us to change plans or use old phones. I pay a hefty monthly fee, and this situation is unacceptable. If AT&T enforces plan changes, I will switch providers. I invested in a $[redacted] phone on the advice of an AT&T manager, unable to even open a webpage. My device is on H+, while my son's AT&T S10 is on 4G LTE. I demand clarity on this matter.

I recently renewed my Direct TV a couple of months ago and was informed I could freely adjust my packages. Initially, I was given a $50/month promotion for 12 months. Recently, I upgraded to Choice, resulting in a $[redacted] increase in my bill. After contacting billing, I found out about $20 prorated charges and that my $50 promotion was mistakenly removed, with no way to reinstate it. As a long-time customer, I find it disappointing to encounter such issues. Dealing with Direct TV support is often time-consuming. I urge for my promotion to be reactivated; otherwise, I may consider switching to internet TV or another provider. (J. Hupe Account # ending [redacted])

I purchased a $65.00 prepaid plan, but my 7-year-old child mistakenly changed it to a $45.00 plan while trying to set up a hotspot. This led to my $65.00 plan being canceled, and they requested another payment. Despite explaining the situation due to my child's error, I faced challenges on the phone, with disconnections, and being unable to make outgoing calls as my services were suspended. Being a single mother relying on my phone for work and being on a low-income apartment waitlist, the situation has caused immense frustration and disappointment. Having only used the plan for 3 days, I am unable to afford an additional payment. The lack of assistance and refusal to refund the remaining balance has caused me sleepless nights, lack of food intake, and increased stress levels. I have reached out for help to rectify the situation but have not had a satisfactory resolution yet.

I have been unable to access my email account for several months, and after changing phone carriers, I have been locked out without any resolution. Despite my efforts through chat support, the issue remains unresolved. My email address is [redacted], and I am requesting a password reset to be sent to my roommate's email, [redacted], as I cannot access my account to do this myself. The account is registered under Tina Rogers-Stutzman with zip code [redacted]. Alternatively, you can reach me at [redacted] as I have created a new account to manage my bills. I am willing to provide my account number upon request. Thank you for your assistance.

In March [redacted], our bill totaled $[redacted].84, in April it was $[redacted].53, and since then it's gone up to $[redacted].84. We're quite unhappy about the price hike, especially given that we no longer have access to Fox. This is particularly frustrating since we are devoted Seahawks supporters and are now missing out on their games. We are requesting either a retroactive bill discount from the date Fox was removed or complimentary access to the NFL station that airs Seahawks games. Our current contract ends in Feb [redacted], and if our concerns are not addressed promptly, we may have to consider canceling our subscription, like many others. We urge you to escalate this matter to the appropriate authorities for resolution. I prefer not to disclose our account details, but the billing name is under Jackie S. We are deeply disappointed with Direct TV's recent decisions and hope to receive a response soon. Thank you.

Hello, I am Hillary Hafner, and I can be reached at [redacted]. I have carefully examined my AT&T bills from the past year and have concerns about the charges from August 18, [redacted], onwards. I have noticed that my bills during the period of August [redacted] to March [redacted] have been excessively high, ranging from over $[redacted] to sometimes $[redacted]. Typically, my monthly bill is $85. While I acknowledge that I was paying for my phone in installments, the total should not have exceeded $[redacted] per month. There is a recurring charge labeled "Shared Plan" ranging from $40 to $45 per month, although I do not share my line with anyone, and this charge only appeared on bills from August [redacted] to March [redacted]. I am unclear about the nature of this charge. Could an AT&T representative kindly clarify the reason for these unusually high bills during this period? Thank you, Hillary Hafner

For more than 7 years, I had a combined billing arrangement. However, when I recently canceled my Internet service, the billing accounts were separated without my consent, resulting in the cancellation of monthly credits I was receiving. Attempting to resolve this issue has been frustrating as I have encountered various excuses and been redirected to the wrong department. I've already spent over 5 hours on the phone trying to rectify a situation that should have been resolved in 30 minutes. I urgently need to have my billing combined again and the credits reapplied to my current bill.

I recently canceled my DirecTV service after meeting the 2-year requirement. When I called the customer service center, I was told I would receive a box to return the equipment, but it never arrived. After calling again and speaking to a representative named May, I was instructed to take the equipment to FedEx for return. May also offered me an upgrade to fiber internet at 100Mbps for $40.00 per month for one year, including a new modem/router at no cost. However, despite agreeing to this speed, I found my internet connection was actually running at 300Mbps with my original modem. When I inquired about this discrepancy, I was told that I did not need a new modem. The billing issue arose when I received a bill for $[redacted].00 for the 300Mbps service, which I did not authorize. I paid to avoid a service interruption but would like my account corrected to reflect the agreed-upon rate of $40.00 for 100Mbps. Thank you, George LaForgia

During most of the summer, an unsightly black cable with orange tape has been lying across my yard and into the house from the street. I've been waiting on AT&T to bury the fiber cable. The process should not be taking this long. Here's a summary of what has happened so far: - July 19, [redacted]: AT&T tech installed fiber and said the cable burial work order was placed, expecting completion in a week or 10 days. - August 16, [redacted]: After four weeks, I contacted AT&T Customer Service, who directed me to the Buried Cable Center. They promised a call back and escalation, but none occurred. - August 22, [redacted]: Contacted the Buried Cable Center again, and was informed the earliest crew arrival could be Sept. 13, [redacted]. Two months to bury a simple cable seems excessive. AT&T might need to reevaluate their fiber installation process to ensure timely completion or consider increasing their contractor resources.

My daughter, Natasha G., topped up her phone number [redacted] with $45 on August 17th, as verified by AT&T today. This recharge is valid until September 15th. She missed the previous billing cycle while in India for a four-month college break. She is currently unable to access her account using either her phone number or email address [redacted] She is flying to the US and will land in three hours. Concerned that her phone might not work upon arrival as she is unable to log in, Natasha requests urgent assistance to ensure her phone works and to resolve the login issue before she lands to avoid any inconvenience at the airport. She is unable to check her email promptly, so please respond to the email provided below.

I was promised a $[redacted] Visa Rewards card and a buy one, get one free offer if I upgraded to two new iPhones and added an additional line by June 6th. I placed the order online with the help of a chat customer service representative on June 5th. However, the phones were delivered on the 10th for setup, a service I didn't request as I wanted to pick them up in-store that day but wasn't given the option. Despite numerous calls, hours on hold, and speaking to 15 different customer service representatives over two months, the latest rep I spoke to today mentioned that since the phones were delivered after the promotion ended, they wouldn't honor it. They also declined to escalate the issue to a manager. Samantha, with ID V55614, was the customer service agent I dealt with. It's frustrating to have upgraded to $[redacted] phones and an additional line, only to miss out on the $[redacted] Visa card that was meant to offset the remaining phone payments, as suggested by the representative when I made the purchase.

I recently upgraded my phone plan through the AT&T app to a better, albeit more expensive plan. However, I was surprised to find out that the new plan wouldn't start until next July. This is concerning because I urgently needed more data which is why I upgraded in the first place. I would like to have my new plan activated immediately so I can access data without further delay.

I received an email from AT&T Yahoo Mail regarding email verification. The email states that starting August 23, [redacted], customers with certain domains will no longer be able to log into their accounts. It instructs users to verify their email addresses for a new platform. The email seems suspicious to me, as I did not click any links in it. The sender's address is from bellsouth.net but claims to be from AT&T Yahoo Mail. I am unsure if this email is legitimate or a scam. If you need to reach me, please use the email address provided, but please understand my cautious approach to this message.