AT&T Customer Service Issues

Dealing with canceling my AT&T DSL and landline service has been a nightmare. I signed up for a package deal in October [redacted] at $95 per month but received bills ranging from $[redacted]-$[redacted]. Despite numerous calls to adjust, it wasn't until after April that the bills approached the original quote. Terminating the service on 8/31/19, I was overcharged for the DSL termination, treated as if it was installed in March [redacted] instead of being part of the package since 10/18. Trying to resolve this, I faced transfers to 6 different numbers, over 20 minutes on hold, and automated hang-ups. It's disappointing to see how AT&T's customer service has declined from its former prestigious status.

I had a disappointing experience with the customer service team on September 17, [redacted]. I spoke to two floor supervisors and two customer service representatives, and unfortunately, none of them were able to assist me effectively. I was disconnected twice, provided incorrect information not on my account, and overall not accommodated. Supervisor Shavon mentioned she couldn't help due to a note from a previous supervisor. Supervisor Jamie disconnected the call, and another person didn't even provide their name. The lack of assistance and professionalism from Shavon, Sharon, Jamie, and Jimmy left me frustrated. I feel they all could benefit from more training in customer service. I asked Shavon for her supervisor's name, but she declined to provide it. It's clear that the situation could have been handled better. This was my worst customer service experience to date.

I have been a loyal AT&T customer for many years, with U-verse service for over a decade. My current promotional rates are expiring soon, and I have reached out to customer service multiple times. Unfortunately, I have received conflicting information and no offer to prevent the upcoming rate increase. Despite being informed that my Internet rate was a lifetime discount not tied to bundling, it turns out the rate would increase by $15 per month if I do not bundle. Additionally, the U-verse TV rate is set to increase by $27 a month, which would significantly raise my annual costs. As someone who also uses AT&T for my family's cell phone service under my son's name, Andrew Taft Tanis, I am disappointed by the lack of options presented to me. I have already scheduled a disconnect date due to the unavailability of a fair rate offer. Please reach out to me with a reasonable renewal offer for U200 TV and internet service promptly. Thank you, G.T. [redacted]

My name is Glenn S. Our account is under my wife's name, Pamela S. of Searcy, AR. She broke her phone and got a new one last night. The employee assisting her made a mistake by transferring the number from our tablet to her phone instead of keeping her original number. Now, she had to return to the store to fix the error, but unfortunately, our tablet is now not functioning. I typically use it to watch Dish and it won't even turn on. They informed her that we might need a new SIM card. As loyal customers for 20 years, dealing with your service has become quite challenging recently. It has been a significant inconvenience, considering we still pay for the service. If this issue cannot be resolved promptly from your end today, given that the problem originated there, I am inclined to switch our service to Verizon. Just to be clear, I am frustrated with the situation.

I recently bought an iPhone and was told about a promotion where I could get a free phone by opening a new line. I planned to add the line later but was assured by the salesman that I could still do it within 10 days. Following the purchase, I decided to add the line and was informed about the installment payments as a precaution against canceling the new line. Now, I am being told that the buy one get one offer doesn't apply because I paid for the first phone upfront. This response has left me extremely dissatisfied. Despite being a customer for 14 years, paying bills on time, and rarely calling, I feel let down by AT&T in this situation. I hope that higher management takes note of the incorrect information provided by employees. Customer satisfaction should always be a priority, and unfortunately, it seems like my concerns were not properly heard by the representatives I spoke with. Sherry R.

I decided to cancel my internet and Direct TV services on 9/19/19, which I've had since June [redacted]. Although they offered a promotion that apparently ended after 24 months, I admit I should have paid closer attention. Initially, I tried to cancel through my online account but couldn't connect after multiple attempts. Then, I attempted to use the app but gave up after 4 minutes due to a black box appearing with unclear blue links. I eventually found a phone number and navigated through a phone menu, pressing #3 as prompted, only to be redirected to another customer service number to disconnect my service. I shared this frustration with Courtney, who asked how I was doing before explaining my situation. I insisted on speaking to a customer service manager, who was not very courteous, especially when explaining the policy of disconnecting after the current billing period (which ends on Oct. 6 in my case). I made it clear that I would not be paying beyond that date. It seems like there might be a need for improved training and customer service policies within the company. Interestingly, shortly after this ordeal, I received an email regarding an AT&T research survey, which I found to be ironic given my recent experience. I am still waiting for the customer service survey to arrive.

I have spent the past two nights speaking with AT&T Customer Service, Loyalty Retention, and others. Last night, after being transferred between departments for nearly two hours, the supervisor, Jackson, rudely hung up on me. I was promised that my replacement phone for the stolen device would arrive on 9/20/19. Despite this, no one seemed concerned about the delay or the conflicting information provided by different representatives. I urgently need my iPhone and was told the replacement would come today, which has not happened. I was informed it would take another four days, which is unacceptable. I'm frustrated with the lack of resolution and accountability. I need assistance from someone at AT&T who truly values customer satisfaction and can ensure I receive my replacement phone promptly. Thank you, Jon T.

I have a phone record from January where I requested to disconnect my landline but it was not actioned. Despite having auto-pay, I didn't realize it wasn't disconnected until later. After multiple calls, I was told to wait a month for the disconnection, yet it still didn't happen. The last agent I spoke to said he would disconnect it off the line and call me back, but he never did. Upon further follow-ups, I was only promised a refund from June onwards due to auto-pay starting then, even though I have used it for years. I feel frustrated that my request wasn't handled properly and that I'm being faulted for the lack of action.

I attempted a simple upgrade. I have been a loyal customer since AT&T wireless service began. Every offer presented by the loyalty department has ended up being significantly more expensive than the original phone cost. I've spent hours with various agents trying to address the lack of loyalty discounts, only to be offered higher-cost plans that would add $[redacted] to the phone's value due to the requirement to change plans. Extremely frustrated! Agents kept passing me on from one to another. I was seeking the best deal on an iPhone 8 or 7 as I understand they will soon be outdated, but their size suits me. Over 3 hours of wasted time. I wasn't requesting a free phone, just a loyalty discount to ensure my continued loyalty.

My spouse and I, both 73 years old, have been loyal AT&T customers for over 50 years. Recently, my wife upgraded to a smartphone while I stuck with my $5 per month flip phone. We were advised by a salesman to lock out payments for a year using the $[redacted]+ in our account, but unfortunately, my account was closed as I missed the deadline by ten hours, losing the $[redacted] balance. Despite visiting the store, speaking with Travis, and getting transferred several times before my phone died, I had no resolution. After a call today, a representative offered to refund the $[redacted] and required a quarterly payment of $25 moving forward. I declined and my wife resumed monthly payments. I now consider switching her line to a different provider, resulting in a loss of $[redacted] annually for AT&T. The numbers don't make sense.

My name is Jonathan B. I encountered issues with my iPhone 6 Plus from AT&T, covered by insurance, when the battery failed after an update. Despite having insurance, AT&T wouldn't cover the battery replacement. I was then told by AT&T that the insurance I was paying for essentially covered nothing of use. Upset by this, I canceled the insurance and continued to experience issues with my phone. During a visit to AT&T, they erased all my photos, including precious memories of a deceased friend. After months of back and forth, upper management approved a free replacement iPhone 8 Plus. However, I was misled by AT&T about the phone being free and was informed I needed to pay $[redacted] for the iPhone 8 Plus and shipping costs. Realizing the similarity between the iPhone 7 Plus and the iPhone 8 Plus, I declined the offer. Now, I am offshore for work, contemplating returning the phone within the 14-day window they provided and seeking a refund while considering canceling my services due to the prolonged dissatisfaction with AT&T.

On Friday, September 20th, I had my internet service upgraded and a new modem installed. The technician assured me my old password would still work for connecting devices wirelessly. However, shortly after he left, my wireless printer and cell phone wouldn't function. I tried reaching out to the technician, Fernando, at [redacted], but received no response. Calling again the next day, Fernando mentioned that device connections weren't AT&T's concern. After insisting it was, he promised to visit as a "personal favor" but failed to show up. On Sunday, I contacted AT&T and was promptly assisted by a knowledgeable and friendly support agent who quickly resolved the issue by informing me of the new password printed on the side of the modem. The customer service representative was competent and efficient, restoring my services promptly. While the AT&T support agent was excellent, the installer Fernando provided inaccurate information, was unhelpful, and wasted my time. If AT&T continues to send individuals like Fernando, it may impact their customer relations negatively. They should consider rewarding the helpful support staff and taking action regarding disappointing service technicians like Fernando.

I visited an AT&T store in my neighborhood on Saturday afternoon, 9/21/19. There were three reps present, two were busy, and the other disappeared into the back room. Despite waiting for 10 minutes, no one acknowledged me. No greeting or assurance of help was given; I felt invisible. I left without being attended to, possibly missing out on a significant sale for them. A simple acknowledgment or a brief wait message would have sufficed. Unfortunately, I won't return to that store. I believe the store manager should train the staff on improving customer service. Location: Huntersville, NC Knockando Lane

My name is Lonnie Martin. I've had the number [redacted] for almost a decade. I was in a relationship with Alicia Daniels for a year. She recently took my phone, turned it off, and reassigned my number to a different phone without my consent. This action has isolated me from my friends and family who have no way to contact me. Alicia has engaged in criminal behavior, leading me to report her for abuse of disabled persons. However, law enforcement advised me to contact your company regarding this matter. I reside at [redacted] Private Drive [redacted], Rolla, Missouri, [redacted]. I have a history with your company using prepaid and GoPhone plans. Alicia previously worked at Walmart Store [redacted] in Rolla, Missouri, until she was dismissed for phone theft. She possesses multiple active phones and doesn't require my number other than to hinder my support system. I have a record of her numbers and current address if needed. Any assistance in retrieving my number would be greatly appreciated. Thank you, Lonnie D. Martin 2, reachable at [redacted] or [redacted]

I have been trying to renew my bundle package, but I have been put on hold numerous times, transferred to different departments, and even spoken to a manager who left me on hold for 15 minutes without returning. After an hour and 10 minutes on the call, I had to call back and now I am still on hold hoping to reach the sales department. It has been frustrating being on hold for over 15 minutes without any resolution. It's disheartening to see loyal customers being treated this way.

In July of this year, I switched services and was initially quoted $[redacted].49. However, when I received my bill via email, it was $[redacted].94 instead. After calling to inquire about the discrepancy weeks ago, I was promised an investigation but was never contacted again. Following up this morning and requesting to speak with a supervisor, I was questioned by the representative about late fees, which I do not have. Eventually, a supervisor called back and stated their investigation supported the $[redacted].94 charge, which was not the amount initially quoted to me. I asked for documentation to be emailed to me but was informed they could not send it and suggested I file a complaint. I have been unsuccessful in doing so this morning. I would appreciate it if someone could contact me at the provided email to discuss further, and I am prepared to share the details of the initial phone call, the representative's and supervisor's names, and the confirmation number for reference. Thank you.

I have been a loyal customer of AT&T wireless for 20 years, and I have encountered some challenges with customer service representatives who did not meet the brand's core values. Today, on 9/24/19, I spoke with a representative named John from Missouri. While he tried to help to the best of his ability, we also shared personal anecdotes about an Elton John concert he attended. Despite the high call volume which kept us on hold for 47 minutes, the initial representative, Kayla, was unpleasant and combative when I mentioned her energy was draining. Requesting a manager due to Hurricane Dorian, I received conflicting information about the extension date. The attitude of the representative was condescending and unprofessional, leaving me feeling dissatisfied with the service provided. After a negative interaction, I was required to pay $[redacted].36 to restore my services. This experience has not lived up to the standards I expect from AT&T after being a customer for two decades.

Subject: Billing Inquiry I am reaching out regarding the ongoing billing issues with my AT&T account #[redacted]88. Despite previous assurances that our bill would be corrected, we are facing discrepancies once again this month. We have two cell phone lines, a hotspot, and DirectV services, all set up for auto-pay with direct deposit. However, recent charges have been inconsistent and confusing: - July: $[redacted].31 (correct) - August: $[redacted].38 (overcharge) - September: $56.43 (unclear) Our current bill stands at $[redacted].52, with a past due amount of $[redacted].53. I am seeking clarification on why this amount was not included in the September payment and what the charge is for. Despite assurances from a representative named Summer in August that credits would be applied for the overcharge, the issue has resurfaced. We did not cancel our DirectTV or create a new account, as indicated in the bill. I am frustrated by the need to repeatedly address billing discrepancies. I urge AT&T to review our call history to understand the recurring nature of these issues. Kindly contact me at [redacted] or via email. Thank you, Lynda A. (& J. A.)

Hello, I am experiencing ongoing issues with my AT&T service. When I initially signed up, my numbers weren't transferred as requested, and I was charged for a change that should have been done correctly from the start. Additionally, my accounts were meant to be on a shared plan but were mistakenly put on separate ones, leading to overcharges. Furthermore, despite having Watchtv included in my plan, I have been unable to access it for the past 3 months without being prompted to pay extra, which is frustrating as it is supposed to be part of my existing plan. These recurring errors in handling my account are causing great frustration, and if not addressed promptly, I will need to consider adding this to my ongoing financial challenges. Sincerely, Courtney G.

Hello, We were previously customers of A T And T, but around 5 months ago, we switched to a new service provider for all our services. Our issue is that despite this change, funds are still being deducted from our checking account. Despite numerous conversations with representatives, we have not found a solution. Recently, my wife spoke to a representative who assured her that the issue was resolved and even took down her bank account number and call information, promising a refund within 3-5 days. However, checking the account today, no deposit has been made. When we called again today, a different representative provided a new explanation but no resolution. This rep declined to provide a last name, which seems unusual. We are hoping for some help or guidance on this matter. -Randy and Paula Garfinkel