AT&T Customer Service Issues

Hello, I am reaching out as the owner of the Korean Cumberland Presbyterian Church, and our business has been a loyal customer with account number [redacted]45 for a year now. Last August, we added six new lines to our account and participated in a promotion that offered buy one, get one free iPhone 8s, as well as free iPhone SEs for new customers. We ordered four iPhone SEs and two iPhone 8+s with this promotion. However, there was an issue with one of the iPhone SEs we ordered - it was never received despite our efforts. We repeatedly visited the store and were initially told it was out of stock in the chosen color, so we agreed to receive a different color. Subsequent attempts to track the order showed it was on its way, but we were later informed it was no longer being produced. Upon recently seeing the ongoing promotion for a free iPhone SE on your website, I felt compelled to address this unresolved matter from last year. I appreciate your prompt attention to this matter. Thank you for your understanding and assistance.

I contacted ATT/Direct TV about our service charges a week ago as my spouse had been promised a $15 discount for being a disabled veteran. I tried applying for the discount online with my military ID, but the system wouldn't accept it. I visited an ATT store on 08/24/[redacted] around 1:50 pm, where I had to wait for over an hour. The employee who finally helped me said the military discount had been discontinued on 08/21/[redacted] without informing us. If I had been greeted promptly and informed about this, it would have saved me time. The customer service representative my spouse spoke with assured us of the discount without mentioning the discontinuation. For further assistance, please contact my spouse Cynthia at [redacted]. Regards, Larry LeMaster

My husband and I visited the AT&T store in Mentor, Ohio, to link my AARP card to my AT&T account. I informed the clerk the account was in my name but he insisted he didn't need "my" card for the discount. Unfortunately, I have been repeatedly asked to provide my information to retain the discount, causing frustration. I have been a loyal AT&T customer for 23 years and never encountered such unprofessionalism or issues before. Now, I must make time to return to the distant AT&T store for the AARP discount. The situation could have been handled better if the clerks were more knowledgeable. I was physically present when the AARP discount application took place. I am disappointed with the service provided by AT&T. - Nany Klisuric

Hello, I would like to discuss my recent payment to AT&T. I visited the store last month to pay my phone bill. The AT&T assistant mentioned my total payment was $[redacted], which I promptly paid. However, upon reviewing this month's bill, I noticed a past due amount from last month and my total bill was over $[redacted], not $[redacted] as I was informed. I am seeking clarification regarding why there is a discrepancy in the total bill, as I had paid everything in full last month. I can be reached at [redacted] for any follow-up or verification. I have been experiencing long wait times when contacting AT&T and am currently out of town, making it difficult to visit the store in person for explanations. I am eager to receive a prompt response.

In June, a door-to-door representative convinced me to switch to Direct TV and I scheduled installations for both TV and Internet services with Century Link. Despite being promised a single bill and a $[redacted] AT&T gift card, I received separate bills and never got the gift card. Moreover, I was not informed about AT&T's negotiations with CBS, causing a disruption in service. The pricing outlined by the representative also turned out to be inaccurate, leading to higher costs than expected. Dissatisfied with the service and transparency, I regret switching from Comcast. Attempting to address the gift card issue with customer service proved frustrating, with long waits and transfers. Ultimately, I plan to cancel my AT&T service when my contract ends.

Account Name: Casey Goss Account Address: [redacted] Beech Springs Road Quitman LA [redacted] Account Number: [REDACTED] I have spent over two hours on the phone today trying to resolve an issue with my bill. The customer service was poor with multiple transfers and no one able to assist for nearly two hours. I contacted AT&T on July 15 to make changes to my account for financial reasons, including canceling internet and long-distance services, adjusting the home phone plan, upgrading a cell phone to an unlimited plan, and continuing to pay for an Apple watch. Despite these changes, my bill dated July 28, [redacted], had errors such as charges for services I canceled and overcharges on wireless numbers and the home phone. I am frustrated that I cannot get this resolved promptly and will not pay the incorrect bill until it is fixed. If AT&T cannot provide better customer service, I will be taking my business elsewhere, including Direct TV. This level of service is unacceptable and the worst I have encountered in my 48 years.

I have a confirmation for a service at $30 a month instead of canceling in June. However, I was billed the old price in July. After contacting them, they promised to correct it, but I was billed incorrectly for over $50 instead of $30 the next day. Despite five calls, including today, they refuse to honor the confirmed price. My bills vary each month. Contact me at [redacted]; D.C. Account number: [redacted]09.

Hello, I am Hannah, a long-time AT&T internet customer. For the past year, I had a great deal of 40 internet speed for $22.00 per month. When I recently inquired about transferring, I was assured by online support, in writing, that my monthly charges would not change and that my speed would increase to 50 at no extra cost. To my surprise, my bill for internet-only service in July totaled over $73.00. Despite my numerous attempts to address this with AT&T representatives, the issue remains unresolved. My bill is due today, and I insist that AT&T rectify this situation promptly, or I will have no choice but to switch to a more reliable internet provider.

I have been on the phone for over an hour attempting to understand why my previously paid balance is still showing on my bill. Despite being given multiple phone numbers and speaking to four different agents, none have been able to assist or provide the right contact. I have had this phone number for over 30 years in Jacksonville, Vermont, consistently paying my bills. The customer service number on the bill seems unhelpful as I can't reach someone familiar with my account. Unless I receive proper assistance, I may have to discontinue my service. The phone number is [redacted], located in my Vermont home. I'm Cathy Kolsch; my bills are sent to 5 Belwyn Lane, S. Setauket, NY [redacted]. I require the correct customer service number for my phone; an hour and multiple agents not being able to assist is unsatisfactory.

I purchased a new iPhone in May and visited the AT&T store in downtown Berkeley three times, each visit lasting 2 hours, to set up an account. After removing a credit freeze, I signed up for autopay. Despite providing my current residence address, AT&T used my old address from my business card. They failed to activate autopay, causing my phone to be unusable. Upon receiving a bill for $[redacted].66 at my old address, I realized AT&T never provided me with a PIN to resolve the issue over the phone. This level of incompetence is frustrating, and I am fed up with the lack of service after following their instructions diligently.

I am experiencing an issue with my bill. Despite contacting customer service three times, I have been met with rudeness. I make payments through the bill pay services of two banks, one belonging to me and the other to my girlfriend. It appears that my girlfriend's account has been using an outdated account to make payments, unbeknownst to me as the payments were accepted in the past. Payments in April and May were accepted, followed by another in August from the same account, which is now being disputed claiming the payment was not received for an account that no longer exists. The transaction went through on August 12, debiting the specified amount, which has yet to be refunded. Unfortunately, the bank is unable to assist further. The payment was intended for account number [redacted][redacted], but was erroneously directed to [redacted][redacted], an old phone number of mine. I believe this discrepancy may explain the issue at hand. A prompt response would be greatly appreciated.

I contacted AT&T on 08/26/[redacted] and had a frustrating experience. I was misled into getting an iPhone with a plan different from what was promised. Originally on a $45 prepaid plan with Straight Talk, I was told by an associate that with AT&T, for $50, the phone would be free, only to find out it was actually a $60 postpaid plan after activation. When I tried to clarify the situation over the phone, I was put on hold several times and kept waiting without a resolution. This treatment was disappointing and not what I expected from a company I have been with since its Southern Bell days.

I tried reaching the repair service at [redacted] to reschedule my service call but ended up contacting GetHuman. They informed me of a [redacted]-minute wait time, though I anticipated only a 4-minute wait using their services. I began waiting around 1:45 and eventually gave up at 5:10 without speaking to a representative. Subsequently, I called another number ([redacted]) and successfully rescheduled my service call. They provided me with a "special" number for direct access to a human representative in the future. When I tried this "special" number a few days later to contact the repair department, I was placed on hold with a generic message. After waiting for about 20 to 30 minutes, I decided to end the call and still haven't been able to get through. I plan to try again next week when I have more free time.

I've been receiving numerous robocalls like many cell phone users. After some online research, I came across ATT's Call Protect. Upon contacting them, I was informed that it doesn't cover prepaid accounts, which I've had for around a decade. Recently, I received a scam call pretending to be from social security. This poses a real threat to individuals who might not be aware of such scams. Why are prepaid customers like me treated as lesser customers? We pay slightly less but also seem to receive fewer benefits, including limited wifi usage. Is it necessary to compromise our security by offering less protection? Is this the best way to retain customers?

I tried to cancel my DirecTV service a few months back due to financial reasons. I was informed of a promotion lowering my bill to $30 per month, so I decided to keep the service. However, I later received an email saying the promotion would end on August 23. When I called to cancel, I was offered a $5 promotion, which I declined. I want to speak to someone regarding the full-priced bill I received for another month, despite returning all equipment. I am frustrated and need assistance from a U.S. Representative to address this billing issue.

I need to cancel my AT&T service as they failed to send a technician to restore my Wi-Fi for eight days after my request, just before a cat 4 hurricane. Being a medical professional, I rely on the Internet to help very ill patients. I insist on no cancellation fees or charges for the time without service. The speed and reliability of the service were poor compared to what was promised. Despite being labeled a priority due to my profession, it still took eight days to schedule a technician to address the issue.

I reached out to chat support to inquire about adding a TV channel to my account with AT&T, but the experience was disappointing. The first two agents I interacted with seemed to have language barriers or may not have been real individuals. Eventually, I connected with Sandra, who offered to provide the channel for free after discussing my concerns. However, after agreeing, I received an email stating that my package had been upgraded without my consent, resulting in a doubled bill. Subsequent calls to agents and supervisors proved unhelpful, with one even pressuring me to keep the new package. This deceitful experience has led me to question my loyalty to AT&T, as I now consider exploring other providers like Comcast and RCN for TV services and possibly Verizon for my cell phone needs. I feel betrayed and compelled to share my experience online and with the Better Business Bureau to address this issue of misinformation. The agent, Sandra, and AT&T's handling of the situation have left me feeling manipulated and disappointed in the company's customer service standards.

Hello, I have been attempting to reach a live customer service representative regarding my payment concerns. My service was disconnected due to non-payment, even though I have made payments multiple times in the past month. I issued check #15 from PNC Bank on 8/1/[redacted] for $52.10, which my local PNC branch confirmed was processed. I have just sent check #16 for $89.03 for the outstanding amount and reconnection fee, which should have arrived at your facility by now. I urgently need my service restored as I am on call for the weekend with an impending storm. Please investigate this matter and contact me at [redacted] (my ATT account number). Thank you. P.S. Please replace the automated bots with human customer service representatives - I am ready to take on that role!

I wanted to confirm I have canceled my AT&T service effective 8/22/19. I have returned all cable boxes and internet equipment via UPS. I noticed one box appears to be hardwired, and I would like to know if it's safe to cut that wire before returning it. I am discontinuing my service due to a suspension on 8/22/19. Despite making two payments of $[redacted].00 each on 8/1/19 and 8/14/19 as agreed, my forgetfulness led to this situation. I regret not making a payment arrangement sooner. I have upcoming family events that demanded my attention, making the service suspension feel harsh and unjust, considering my long-standing loyalty and prompt payments. Rest assured, I plan to settle the balance owed. I express my disappointment and hurt at how this situation was handled. Sincerely, A former, longtime multi-equipment user

On 8/7/[redacted], I received an offer for a buy one get one free deal on the Galaxy Note10 for AT&T customers. The offer stated, "AT&T customers who buy a Galaxy Note10 can get one FREE when they buy both with an Unlimited Plan on a qualifying installment plan." Following this promotion, on 8/8/[redacted], I visited an AT&T corporate store, which was 20 miles away. I upgraded to an unlimited data plan and requested the offer. However, I was informed that I needed to add a new line, a requirement that was not specified in the offer. I have expressed my concerns in person at the store and over the phone but have not received a resolution. I kindly request that AT&T honor the original offer as other providers are willing to provide the same deal. I am contemplating switching from AT&T and DirecTV due to declining services.