AT&T Customer Service Issues

My cell phone service has been subpar! I've contacted customer support multiple times over the past two years. Despite having two towers nearby in the "best" coverage area, I still can't get service at home. Initially, I was informed it might be my phone, so I upgraded, but the service remains poor. I never encountered these issues with Alltel. Even after paying over $[redacted] monthly, I struggle to use my phone at home. I desperately need a reliable phone. During a recent family emergency, my phone was useless. The latest excuse from customer service was blaming "too much insulation in my house" for the poor signal. This situation is frustrating and unacceptable.

Dear Customer Service Representative, I am writing to address my recent experience with AT&T. My name is Evan Krygier, and I placed an order for a bundle including cable and internet, with the order number WUSZUPNNBEKD. Unfortunately, I have encountered recurring issues with the internet installation appointments. Regrettably, this morning marked the fourth consecutive time that the internet installation representative failed to appear for the scheduled appointment. This series of missed appointments has resulted in me missing four days of work, which is causing significant inconvenience and potential issues with my employer. I contacted AT&T this morning to address this ongoing problem, only to be informed that I had allegedly canceled the appointment, which is not the case. My trust and patience in AT&T's services are diminishing due to these repeated failures, as I am now a week behind on income and facing challenges in budgeting and bill payments. I am hesitant to incur a cancellation fee, considering the circumstances, and I cannot justify paying for a service that I have yet to receive. I appreciate your attention to this matter and hope for a prompt resolution. Sincerely, Evan K.

I received a Rewards Card for $[redacted], but my second Rewards Card was supposed to be $[redacted], yet it only had $[redacted]. I contacted the Rewards Center, but they were unable to assist or investigate the issue. By checking my account history and Rewards tracking, you will see that the second card only has a balance of $4 and some cents, despite my $95 expenditure not adding up to the expected $[redacted]. I have already reached out to the Rewards Center, but encountered unhelpful and unprofessional service. I am requesting for a resolution to be provided as promised when I switched to AT&T. I can provide printed copies as evidence of the discrepancies between the amounts promised and what I have received. Please rectify this situation promptly.

I spent over an hour today speaking with three different representatives regarding a bill that is three times higher than usual. Despite disabling roaming, no one could explain the roaming charges. The first person offered a 50% adjustment without clarifying the charges. When I was transferred to the second person, they couldn't explain it either. Lastly, the third person offered no explanation and denied the 50% adjustment promised by the first person. After being a loyal customer to AT&T for many years and always paying on time, I am considering switching to a company that values its customers more. I am not feeling valued here at all.

I signed up for a TV & internet promotion, expecting a monthly bill of no more than $[redacted], including taxes and fees, and two $[redacted] Visa gift cards. However, I only received one gift card. To my surprise, my first bill was $[redacted].32, which was more than anticipated due to undisclosed fees. After several calls, I was assured a credit of $[redacted], but only $55.45 was credited. Despite a memo on my account, subsequent representatives refused to honor the remaining $[redacted] credit promised. Requests to escalate the issue were denied, and a promised manager callback never occurred. Frustrated, I disputed the $[redacted] charge, only to face automatic payment cancellation and a past-due account status. The lack of assistance and unmet promises have left me dissatisfied and seeking resolution.

Since April, I have encountered several billing issues. Starting with being asked to pay $[redacted] in pending credits in April, $[redacted].67 in May, and $[redacted].67 on June 24th. Despite paying what I was instructed, I was recently informed that my past due bill is $[redacted].00 due to unpaid bills from previous months. There have been discrepancies in the number of receivers listed on my bill, leading to unjust charges for unused features. Specifically, I was charged for an HD receiver when I only requested a replacement for a faulty one. For years, my bill has averaged $[redacted].00, a budget I strictly adhere to due to my payment schedule. I seek a credit to adjust my bill to its usual amount. My account number is [redacted]4.

As a long-time customer since the early 1990s, I have noticed a decline in the level of customer service from ATT. Despite being familiar with making payments through the automated line for my U-verse account, my June payment seemingly disappeared, and resolving the issue has been frustrating. After providing information requested by the bank, the problem remains unresolved. The current approach of the company lacks the proactive customer-first mentality that used to exist. I am disappointed by the lack of compassionate representatives and the apparent lack of flexibility in finding solutions. Communication about contract details for both personal and business accounts has been confusing, leading to unexpected costs for our congregation. I urge corporate to take tangible actions to demonstrate genuine appreciation for loyal customers like me, rather than just offering empty words.

As a new military parent, my son left for Korea on July 14 but cannot use his phone. I had previously called AT&T on Sunday, July 15, to place his service on military suspension. Despite providing his orders to the store the next day, I was informed they couldn't assist in-store and told to pay off the phone and request an unlock online, which I completed on July 16. As of Thursday, July 19, the unlock was still pending. After multiple calls to AT&T, I was promised resolution by July 24 but am frustrated with the lack of progress. Each representative I spoke to required re-explaining my situation, leading to tears of frustration on July 21. Despite being reminded of my bill, I felt the focus was on payment rather than resolving my son's phone issue. The lack of clear guidance and delays have made this a very challenging week, with my son in Korea without access to a working phone, and I feel overwhelmed by the situation.

I am extremely frustrated with AT&T. Over the past ten days, I have been trying to resolve an issue with our triple play service before considering disconnecting. Despite speaking to four different customer service representatives - Ivy, Romeana, Jess, and Bernard - I have received conflicting information and varying billing amounts, with our bill increasing from $[redacted].69 to $[redacted]. This $70.03 hike is unacceptable to me, especially given the lack of loyalty shown by AT&T. The customer service experience has been extremely poor, with each agent providing contradicting details on when I can inquire about promotions. I was even told to consider switching to Dish by Ivy, which I am not interested in. After being given more run-around dates to call back, the situation remains unresolved, and I am not willing to pay the increased amount. I feel completely let down by AT&T and their inability to provide consistent and accurate information. If the bill is not adjusted promptly to reflect a reasonable amount for the inconvenience caused, my family will be disconnecting all services with AT&T. The whole experience has been a major disappointment, especially following a recent surgery. The lack of coherence within AT&T's service is unacceptable. Thank you, Patricia A George

We have been loyal customers of AT&T/DirecTV for over a year and a half and recently had to relocate due to my daughter's health condition. Despite a scheduled installation window, I waited all day with no show. After numerous calls, I encountered an unhelpful representative named Lee who failed to assist me properly. This ordeal lasted hours without a resolution. As a concerned parent, I urge AT&T to prioritize my daughter's need for TV and internet to connect with friends. I implore AT&T to uphold their commitment and show compassion for our situation. Assistance is urgently required to resolve this issue promptly and address the unprofessional behavior encountered. Thank you for your attention to this matter. David C. Morrison

I have been attempting for over 3 weeks to transfer billing from my husband's name to mine on our home phone/internet account to obtain the employee discount. I have tried various methods, such as the transfer billing site, customer service, tech support, and even spent 3 hours in-store with 2 managers. Unfortunately, no one has been successful in making this transfer. Despite numerous attempts, including assistance from AT&T employees, the transfer has not been completed. We are keen to keep our home phone number, making cancellation and a new account not an option. Please assist us in completing this transfer. Kindly refrain from directing me to ATT.com/transferbilling, as we have already tried this without success. We need a representative to facilitate this transfer for us. Thank you, R. & M. Shaaban

On May 18, I ordered wired internet, 25 Mbps, and a DirectTV package before moving. I previously had The Dish. I was promised reimbursement for cancellation fees, Visa cards, and a tablet. Upon realizing I received a wireless hotspot instead of a modem on May 29, I contacted AT&T. They apologized for the error and revealed I couldn't get wired internet in my area. After returning the equipment, I received a bill and contacted Loyalty to resolve it. I was assured the fees would be waived, and I mailed back the equipment. Upon confirmation of the equipment's receipt, a $37.00 refund was credited to my account. However, when I called AT&T to cancel, I was told there was an outstanding bill. Despite emails stating there would be no cost to me, they refused to waive the charges. Now, I await contact from AT&T after expressing my dissatisfaction. The collections agency has also been informed and provided with a timeline and emails to prove the error was not mine. I hope this matter can be swiftly resolved.

Subject: Need Assistance with DIRECTV Issue Dear Community, I am reaching out for guidance on how to contact DIRECTV regarding account issues. My name is Deanna Rhodes, and I recently cancelled account number [redacted]16. Despite 17 phone calls, 2 live chats with AT&T, and multiple attempts to resolve my billing discrepancies, I am still facing challenges. Upon signing up for the service, the charges on my bill exceeded what was initially discussed with the sales representative. I have diligently tried to address this matter since June 27, [redacted], without success. I believe it is unfair to incur an early deactivation fee for a service that did not align with the agreed-upon terms. I am willing to pay the activation fee of $35 and subsequent monthly charges as per our original agreement. I kindly ask for support in addressing this issue promptly. You can reach me at email: [redacted] or phone: [redacted]. Thank you for your assistance, Deanna Rhodes

A year ago, I contacted AT&T to get a new phone after my puppy destroyed the old one. Despite not having any recent issues with AT&T, the representative offered me a "great" plan that turned into a nightmare. I was given a supposedly free iPad, but it came with an unauthorized third line added to my account, resulting in unexpectedly high bills. Despite multiple calls lasting over an hour each, the issue was not resolved, and my bill continued to rise. Today, I was informed that my bill was even higher at $[redacted], and the unauthorized third line remained. I visited an AT&T store, only to be told they couldn't assist with account issues. Dealing with AT&T over the phone has been frustrating and unproductive. Learning that my school district offers a discount with Verizon makes me question AT&T's treatment of loyal customers.

I have been a loyal customer for quite some time. Approximately a year ago, my phone was damaged by my puppy, necessitating an upgrade. During a call with AT&T to purchase a new phone, the representative mentioned my outdated account and offered me a good deal which included a free iPad. However, I was not informed about any associated contracts or fees. Despite multiple calls to resolve the issue and assurances that it was corrected, I recently received a bill claiming I owe $[redacted] for the iPad. I have never agreed to a contract for the iPad and even brought it back unused to a store, only to be turned away. The lack of support from AT&T is disappointing, and their customer service has fallen short. This experience has led me to consider switching to Verizon, especially after learning they offer discounts to our school staff. I urge AT&T to rectify this situation promptly as I do not owe the excessive fees they are claiming.

Today, around 4-4:30, we had an unexpected visit from two men selling your product, despite our clear "No Soliciting" sign on the door. They persisted by knocking and calling out, ignoring the sign's message. When I confronted them, one of the men tried to guilt-trip me by mentioning veterans, which was completely inappropriate. I was deeply offended as my son has been serving in the military for 20 years, and several family members are veterans. It was uncalled for to bring up veterans to make a sale. This incident highlights the importance of respecting posted signs, especially for safety in today's world where opening doors to strangers can be risky. Please ensure your sales team is trained to honor such signs and not approach homes marked as "No Soliciting."

I have been trying to port my phone number from AT&T for a week now, but they are refusing to give me a reason for the delay. They insist on keeping my accounts open until the number is ported. I feel like they are purposely holding onto my number to overcharge me on my final bill. It's frustrating how they keep sending me in circles without resolving the issue. AT&T's actions are making me question if they are really that desperate for money. This problem with my phone number being held up has not been resolved yet and is causing me a lot of inconvenience.

Hello, I'm Kiera Arnold and I recently started using AT&T services. In the past 30 days, my cable and internet experience has been disappointing compared to my previous provider, Comcast. I transitioned to AT&T due to their affiliation with my job's perks program. Unfortunately, the signal frequently drops, and the internet speed doesn't meet the advertised standards. The overall performance has been unsatisfactory. I am considering canceling the service without penalties due to these ongoing issues. Problems range from unreliable show reminders, choppy or interrupted recordings, to difficulties watching on-demand shows. I am extremely disappointed with this service and eager to switch. Please contact me at [redacted]. Thank you.

I recently had an in-home specialist assist us with switching providers. Despite being promised the flexibility to switch from an iPhone to an Android again, I encountered technical issues once I made the change. My calls were dropping, texts were duplicating, and the internet was slow. The specialist was unresponsive and provided conflicting information about the return policy. After seeking help from local stores and customer service, I received contradictory advice on returning the equipment and canceling service without charges. Now, I'm confused about where to return the equipment and how to avoid being incorrectly billed for multiple phones. I appreciate any guidance on resolving these issues.

Subject: Account Update Request I am reaching out regarding my current internet service account #: [redacted]30. I have noticed a discrepancy where my mother's phone number is listed under my account instead of my own contact number which is [redacted]. Both accounts should have separate and accurate contact information. Additionally, I am receiving notifications to link "my two accounts" together, although one belongs to my mother and the provided account number is under my name. Could you please rectify this issue and stop the recurring message prompt for account linking? It is causing inconvenience each time I navigate through my account. Your assistance in addressing this matter is greatly appreciated. Thank you for your prompt attention to this matter. Best regards, M.S.