AT&T Customer Service Issues

I experienced a frustrating situation with my phone service recently. Despite contacting customer support multiple times, my issue was not resolved efficiently. Each person I spoke to seemed to make matters worse, and I ended up without service for an entire weekend. I was assured my problem would be escalated and resolved promptly but received no updates or assistance. After a series of unhelpful interactions, I visited an AT&T store where a saleswoman quickly identified that I needed a new phone. The lack of communication and the runaround I received from customer service was incredibly disappointing. Moving forward, I may consider switching service providers if faced with similar issues. AT&T's customer service department needs significant improvement to avoid losing loyal customers like myself. I hope my case is reviewed and necessary changes are made within the company.

Last month, the manager of our business account at The Pitch in San Marcos spoke with one of your representatives to switch our account to the most basic package. Despite being promised a credit for a week-long outage and a cheaper package, we were charged $[redacted] instead of the agreed $[redacted] this month, with no credit received. After spending an hour on the phone with a representative who acknowledged the error but abruptly hung up while organizing the $[redacted] refund for the overcharge and the prorated credit for the outage, leaving the issue unresolved. I now seek a full refund of $[redacted] for October and request to cancel the account. Kindly confirm once this is done. Thank you. [redacted].

My husband and I have been experiencing difficulties making phone calls in a specific area of our county, particularly Eatontown, New Jersey/Tinton Falls, ZIP Code [redacted]. We've been trying to reach AT&T since September 16, [redacted]. The calls were initially made from my husband’s phone at [redacted]. Despite our efforts, we have been unable to speak with someone in the United States, and as a result, we haven't received the correct information regarding the issue in our area. We have now gone almost a month without being able to make important phone calls, and we believe we deserve an explanation and compensation for this inconvenience. Currently, we are extremely dissatisfied with AT&T to the point where we are considering switching providers. Our family has been loyal to AT&T for years, both as customers and employees. This experience has left us disheartened. We are requesting a call back on my cell phone at [redacted] from a representative based in the United States who can address and resolve this issue, restoring our confidence in AT&T. Sincerely, Cyndy H. Salz and David Salz

I recently visited an AT&T store in Belmont located at [redacted] S El Camino Real Suite B3, Belmont, CA [redacted], to get a nano SIM card. I requested the store to activate it, but instead, they mistakenly deactivated my current SIM card. Upon asking for activation, they informed me that my account was locked, and they couldn't activate it, advising me to get a new number. I was then charged $35 plus tax for a new number ([redacted]). Upon contacting customer service, I was told my old number ([redacted]) was still valid, and I should return to the store for a new SIM to reactivate it. I see this as misleading behavior by the store.

I have been informed that you have not received the payments for August and September. However, my bank has confirmed that these payments were made. I am feeling very distressed about this situation, especially with the collection letters that I continue to receive. Please assist me in resolving this matter promptly. I am almost 80 years old and the stress of this mix-up is affecting my sleep. I request your immediate attention to resolve this issue and stop the unnecessary collection letters. Your prompt response and clarification on this matter would be greatly appreciated. Thank you.

I contacted customer service to address an issue with changing my email address for my AT&T account. Despite explaining that the email they had on file wasn't mine, they still mistakenly updated it with someone else's email. I reported the problem on 10/04/19, but even after being informed that it might take 24 hours to fix, I continued to receive my passwords at the wrong email address. It seems deliberate and planned by specific AT&T employees who are involved in criminal activities. I urgently need my account corrected for important medical communications. My interactions with AT&T employees on 10/04/19 were concerning as they repeatedly questioned my attempts to set up my account. My contact info is Teresa Butler at [redacted].

I have been a loyal customer of AT&T for over 20 years, but I have been facing ongoing issues with my services, which have not been resolved despite multiple attempts. The problems have persisted, requiring me to take days off work for technician appointments. Even after moving to a new house and having your equipment installed, my DVR has not worked since. Recently, my internet stopped working as well. I am frustrated and have attempted to cancel my U-verse service without success. I am requesting to cancel my contract without any fees due to the long-standing issues I have experienced. I would appreciate a representative contacting me to discuss this matter further. Thank you.

After switching from Comcast to ATT due to being informed that Fiber Optic was available in my area, I encountered multiple problems with the service. I was promised faster internet speed, but it turned out to be extremely slow and unreliable. Issues with connectivity affected my work and security system. When I contacted ATT to address the speed problems, I was told that I already had the fastest speed available. Feeling frustrated and inconvenienced, I decided to cancel the service. However, I was surprised to learn that there was a $[redacted] cancellation fee, particularly for the internet service. I believe that the misinformation provided by the representative led to these difficulties, and I am disappointed by the lack of support from ATT in this situation.

I canceled my home phone service with AT&T, but they accidentally disconnected my internet in August. Despite speaking with multiple representatives and local technicians, the issue remains unresolved. I rely on the internet for work, and I am considering taking legal action in small claims court. I have been a loyal AT&T customer since the 70s, and I am disappointed with the service I have received. Any assistance would be greatly appreciated. Thank you, Kathy Garrick [redacted].

Hello, On September 30th, I used the "Speedtest" app on my phone a few times, consuming 94.68MB of data. Despite my phone's data usage, customer service and tech support claim I used hundreds of gigabytes, which seems improbable. The discrepancy led to my prepaid balance decreasing drastically from $[redacted].20, the amount on September 30th. I suspect either an error in how data usage is reported in gigabytes instead of megabytes or a bug in the Speedtest app. I own a basic ZTE Z812 phone, not capable of consuming the reported data amount. Kindly investigate this issue. Regards, M.M.

I am the primary caregiver for my 87-year-old father. Recently, I upgraded his old cell phone by adding him to a new account. He then suggested adding me to the account to save money, but AT&T required us to visit a store due to security reasons. My father, who has hearing difficulties and health issues, struggled with the security questions. He has been a loyal customer with a good credit history. The insistence on in-store verification is frustrating and challenging for us due to his health and mobility limitations. It seems unnecessary given his long-standing account with AT&T. This experience has left both of us dissatisfied and inconvenienced.

Subject: Issue with AT&T "BOGO" Promotion from December [redacted] To Whom It May Concern, Following a documented chat session in late [redacted], I visited an AT&T store on Michigan Avenue in Chicago to redeem the "BOGO" offer. The details of my claim mirror the information provided during the chat session and by the store representative. However, I recently learned that I am now ineligible for the promotion. Given my loyalty as a customer, I believe that this discrepancy should be rectified and the necessary corrections made to my account.

Since October [redacted], I have had a pay-as-you-go plan. In January, I added $60 to my plan, totaling over $[redacted]. Due to a health emergency, I had to leave in March to return to Canada, visiting the Marco Island office due to phone usage issues. It was disappointing to learn after speaking with three departments that my plan was canceled, my number given away, and my $87+ balance lost. I am frustrated that my balance couldn't be transferred to a new number. Despite two hours with customer service, no resolution was found. I feel unheard, hung up on, and transferred multiple times without a solution for tracing my money or receiving assistance. Can someone address this issue? My number is [redacted], and we typically reside in Florida for three months, returning to Canada for the rest of the year, changing our SIM card as needed.

On September 17, [redacted], during an online chat (transcript ID: [redacted][redacted]5), a customer service agent assured me that they would take care of the remaining installments for my stolen and suspended s9+ device. They also promised to upgrade me to the Note 10+ and scheduled an appointment for me to pick up the new device at a store later the same day. However, upon going to the store, I was informed that I would need to open a new line because I couldn't use my suspended line until the installments were paid off. With my car and phone stolen, I couldn't wait any longer, so I reluctantly opened a new line. Since then, I have been passed around various departments at AT&T with no resolution in sight. I am not getting the promised credits and deals, and I feel frustrated and on the verge of defaulting. All I ask is for my stolen device line, ending in [redacted], to be credited as promised, and to receive the BOGO deal I was offered at the store on September 17. I am willing to pay for the new line and taxes, but I expect the BOGO offer to be honored and the taxes waived. I hope to find a resolution soon. Thank you for your assistance.

I have been waiting for a refund for over a month now. Despite numerous phone calls and promises of call backs, I have yet to receive any resolution. I was assured on 9/6 that the issue was escalated and that the refund would be in my bank account within 48 hours, but that hasn't happened. When I called on 10/10, I was informed that the refund was actually issued on a prepaid Visa MasterCard, which was never communicated to me. I specifically requested the refund to be credited to my bank account, something that was confirmed by every representative I spoke to. I am adamant about not accepting the prepaid card and insist on having the refund directly deposited into my bank account. Despite being told the card cannot be cancelled, I am willing to accept it but still require the $[redacted] to be transferred to my bank account due to the significant inconvenience I have faced. The endless phone calls bouncing between agents have left me exhausted, and I am resolute about receiving my refund promptly.

I am disappointed with my experience with AT&T. After moving to a new home with limited service signal, I had to get internet service for $60 a month, which later increased to $60 for internet, $[redacted] for DirecTV, and $[redacted] for 3 phones with installments, totaling $[redacted] a month. The recent bill of $[redacted] and $[redacted] due to changes in channel line up and prorates plus taxes is just too much. Despite numerous calls and explanations to different representatives, including technical support, I was only told my service was limited. I am fed up with paying for premium services but getting limited functionality. Now, I had to switch to another carrier, leaving me with bills and early cancellation fees. I am looking for a fair solution and not handouts. The lack of resolution and wasted time calling AT&T has left me frustrated and seeking some fairness after this whole ordeal.

I was recently notified of a new account added to my credit report, which I suspect may be connected to my previous AT&T account. In January [redacted], I contacted AT&T to close my account and switch to Verizon while ensuring I could keep my phone number by unlocking my phone after settling any outstanding bill. After making two debit card purchases on 1/16/18 amounting to $25 and $[redacted].24, I was informed by AT&T that my account had a $0 balance and my phone was unlocked. However, approximately a year later, I began receiving communication indicating I owed AT&T money. I request a review of the recorded conversations to confirm the proper closure of my account, clarification on the alleged outstanding amount, and explanation on why it wasn't covered by the previous payments. As I am contesting the claim on my credit report, I seek resolution to this matter promptly.

I need assistance in checking the status of a $25 credit to my AT&T wireless account. I have been in touch with several tech support representatives over the last 8 days regarding my voicemail inaccessibility. I was advised that the credit was authorized, but I have not received any confirmation via phone, text, or email. I am waiting to know if the credit is approved and when it will reflect on my account. Due to the voicemail issue, I won't be able to retrieve any messages, so I need the information through other means. Thank you.

As the church's trustee, I am reaching out about the broken access cover on the AT&T underground wiring box located in our parking lot at [redacted] Navellier St in El Cerrito, California [redacted]. The cover was likely damaged by a heavy truck, and I am concerned about its effectiveness, especially with the approaching rainy season. I have been unable to find a suitable way to report this issue through your phone menus. Your prompt attention to this matter would be greatly appreciated.

Dear AT&T Representative, In early [redacted], I switched to DirecTV after receiving a promotional mailing. I was initially quoted around $60 a month for the ultimate package. However, after the AT&T-DirecTV merger in late [redacted], I encountered several issues with my account. A representative's error led to the loss of TV communications, requiring new equipment installation. Despite receiving a new promotional rate and a $[redacted] gift card, my monthly bill gradually increased to $[redacted].76 by September [redacted] ultimately reaching $[redacted].71 in October [redacted]. I recently learned this increase was due to the promotional rate ending. I specifically switched to DirecTV to save money but now face a substantial monthly cost, contrary to the original agreement. It is essential to review my account history to rectify the significant discrepancies in the charges. I seek your assistance in resolving this matter promptly. Sincerely, Ray M. A.