AT&T Customer Service Issues

I have a Samsung Galaxy S8 Plus that I purchased over 2 years ago. I asked AT&T to unlock it, and they confirmed they did. However, when I tried to switch to Sprint, the SIM card didn't work, and Sprint said it needed to be unlocked by AT&T. I verified with AT&T again, and they insisted it was unlocked. When I attempted to switch to Verizon, the same issue occurred, and Verizon also said it needed unlocking by AT&T. Each time I contacted AT&T, they assured me it was unlocked, while Verizon said it was still linked to AT&T when I reached out to Samsung for help. They confirmed the device is still linked to AT&T. I have been trying to resolve this for the past month, and it has been a nightmare. Please fix this issue so I can have a positive experience with your company. Thank you, Margie.

Dear Concerned Party, I recently signed up for a wifi package with AT&T (Account [redacted]92) and encountered numerous issues resulting in half of the billing period passing without working wifi. I respectfully request not be held accountable for the first month's wifi charges due to the lack of service. I had to resort to purchasing Xfinity packages totaling $40 to ensure I had wifi access during the time when AT&T wifi should have been operational. My experience with AT&T has been consistently disappointing: - During Account Setup: I was upsold a $60/month package with no mention of cheaper alternatives for my area and was also informed of a $[redacted] setup fee with no self-install option. Subsequently, I discovered a more affordable option online which was not initially communicated by the representative. - Self-Installation Kit Delivery: Despite expecting a self-installation kit by mail on October 3rd, an error in address input caused it to be sent to the wrong location. After retrieving the kit from a UPS facility an hour away, the wifi still did not function. - Installation Appointment: A technician unexpectedly arrived at my home unannounced demanding access, even though I was unaware of the visit as I was at work, assuming I could install the wifi myself per the kit's instructions. - Tech Support Call: Spending over 2 hours on the line at work to schedule another technician's visit was necessary, as the previous technician wrongly claimed the setup was complete despite the non-functional wifi. Upon the second technician's visit on October 11th, he rectified the installation error, and once the wifi was operational, he overstayed, behaving inappropriately by attempting to flirt, disrupting my work. I am deeply disheartened by this ordeal and would appreciate reimbursement for the initial monthly bill and the $40 spent on Xfinity due to the inadequate service provided by AT&T. Expecting a prompt response. Best regards, Siga K.[redacted]

I have written this request twice, so now it's in your hands to process it further. This is my final attempt to address this matter. If there is no response, I will have to cancel the multiple lines I have held for 30 years. I am willing to be patient, but if I do not hear back, I might consider removing the poles in my pasture to make it easier to work from the ground level. I am prepared to provide access and have ensured the safety of the new poles and powerlines. I have encountered delays and lack of resolution through various contacts, so if necessary, I will take matters into my own hands. Communication is key and it is important that I receive a response promptly. Thank you for your attention to this matter.

I have spent over 5 hours on the phone this month trying to resolve billing issues with my service. The latest problem arose when changes were made to my phone without my authorization. Despite explaining the issue numerous times, the customer service agent continued to ask irrelevant questions. I am extremely frustrated with the service and am requesting a credit for the affected line and compensation for missing an important meeting while waiting for a resolution. I was promised a callback that never materialized.

I am hoping to eliminate the monthly charge of $25.44 for visual voicemail, a service I do not use on both of my phones. I have attempted to make changes to my wireless service through my landline, as I lack a pin and my cell phone is unavailable. When contacting customer service at the provided number, I am told they cannot assist without a PIN or my cell phone to reset it. I am frustrated by the lack of support without these requirements and have no way to change my service without physically going to a store. I prefer not to switch to another provider but need assistance over the phone without a PIN. The current level of service provided is unacceptable to me, as I have been a customer for 10 to 20 years and expect better assistance.

Subject: Issues with AT&T Wireless Service I am writing to express my dissatisfaction with AT&T Wireless on behalf of myself and CDT Unlimited. As a loyal customer for close to 20 years, I have experienced a decline in customer service quality. Recent changes in service have led to confusion with login credentials and access issues on the website. Despite attempts to resolve these problems, including a two-hour call with a representative, the issues remain unresolved. Furthermore, I am concerned about a security incident where a 94-year-old friend was able to make a $[redacted]+ purchase on my account without my authorization or any verification from AT&T. This raises serious security questions and highlights a potential loophole that could be exploited by anyone. Currently, my service is suspended and I am unable to access my account to pay my bill. I urge AT&T to address these issues promptly and provide a resolution. I request to speak with a decision-maker regarding these matters. Sincerely, Dale Smith CDT Unlimited Inc. P.O. Box [redacted] Adkins, Texas [redacted]

We have been loyal customers of AT&T since the 1990s. After moving to a densely populated area over a year ago, we have experienced extremely poor cell service, forcing us to go outside to have a conversation. I contacted AT&T to request a VOIP phone line to make calls from our home, a service we have been paying for but not receiving. Upon speaking with a representative and ordering fiber, the focus was on acquiring the VOIP service. Despite being assured that everything was in order with a new price for our bill, it was shocking to find out later that there was no record of this service being set up, with an additional fee now required. I proposed that AT&T provide the VOIP service for free since they are not fulfilling our basic need to make calls from home. Despite talking to multiple representatives and requesting to speak with supervisors, AT&T has been unwilling to accommodate this request. As a long-time customer and considering the minimal cost to AT&T, it is disheartening to feel undervalued by the company.

I am extremely dissatisfied with AT&T. I was not provided with accurate information about the services I would receive. After being a Comcast customer for many years, I decided to switch to save $[redacted].00. Transitioning from T-Mobile, where I was content, to a bundle of cable, internet, and phones with AT&T has turned into a nightmare. It's impossible to reach a representative, and when I do, they are uncooperative. My phones were supposed to be free, but I ended up having to pay $[redacted].00 per month plus taxes. I faced internet issues affecting a family member taking online college courses due to the poor service. The technician was late for the August 8th installation, used the wrong equipment, and failed to mention prepayment terms. My bill is confusing, and the services are not as promised. The customer service at the store was unhelpful, suggesting I switch companies. I refuse to prepay but will settle my bill on November 20th. This experience has been distressing and costly, and I demand a resolution immediately as phone service is essential for my family member with a disability.

I would like to request the cancellation of my services with AT&T. Despite being a customer for nearly a decade, my recent interactions with multiple agents have yielded no positive outcomes. I spent almost an hour on hold without speaking to anyone to resolve an issue, resulting in frequent service disruptions. My login attempts online have also been unsuccessful due to unrecognized passwords and email issues. The sudden additional charges during an upgrade have further frustrated me. I am willing to settle any outstanding payments, but I am adamant about terminating my relationship with AT&T. Thank you. - Will E.

In March [redacted], I accessed my AT&T online account to upgrade my phone. I opted for the buy one, get one free promotion, selecting the iPhone XR 128GB and receiving a 64GB model. Upon attempting to cancel a line, I was informed it was not possible due to the deal. However, six months later, I noticed I was charged full price for both phones. Contacting customer service, I learned that purchasing the 128GB device voided the free 64GB phone. This was disappointing as the deal influenced my decision to buy two iPhones. AT&T did not disclose this detail during the purchase, leading to confusion. I seek clarification on how the more expensive model affects the free phone offer. Thank you, Brian.

Account number [redacted]. Following numerous calls and chats with confirmation numbers, my account was placed on Vacation mode on April 18, [redacted]. Nevertheless, I am still receiving bills as of October [redacted], despite being informed that the next bill would show a balance of 0. I am quite disappointed as a loyal customer for many years to have to deal with this recurring issue annually, which is truly frustrating. I am contemplating switching to another provider upon our return in November unless this matter is rectified promptly at a highly competitive price for my internet service. I am eagerly awaiting your response before finalizing my decision for November [redacted]. Email: [redacted]

During our 2-month stay in Bangkok this summer, my daughter and I used an AT&T passport plan for international calls. Despite being told it would automatically renew each month, we faced excessive roaming charges in the second month as it didn't. After speaking to an ATT representative, they added the passport for the second month and confirmed this via text. However, subsequent bills did not reflect any adjustments. Dealing with offshore ATT agents who struggle to comprehend the issue or rate codes has been frustrating. Despite clear evidence of the need for the passport rate codes for that week, they offer absurd explanations like assuming we made calls from an airplane the entire time. ATT should apply the correct rate codes to resolve this issue promptly.

My internet and WiFi were not working when I returned home from work last Friday, October 25. I contacted an AT&T service representative named Priscilla, who attempted to assist me with a reboot. Unfortunately, after checking the line, the issue remained unresolved. An appointment was scheduled for Sunday, October 27 between 12-2. At 1:45, I was informed via text that the technician was running behind schedule. After not hearing anything further, I called around 2:45 to learn that the job was still pending. Despite multiple follow-ups, including speaking with Ana and Oliver around 8:00 pm, I was continuously told the job was pending, and unrealistic promises were made regarding when someone would arrive. As of 9:11 pm, I have received no resolution or communication. It's frustrating to be paying for a service I cannot use and to have spent an entire day waiting without any resolution.

While on hold via phone, I attempted to cancel a payment arrangement due to a lack of funds in my bank account, which had been hacked and drained of the money for the AT&T payment. I decided to chat with an online customer service representative seeking a faster response. The rep assured me that the transaction was stopped and wouldn't be deducted from my bank account. She asked for a positive review before ending the chat. Although she mentioned I would receive an email with the transaction details, I never received it. Fortunately, I managed to print the chat log before it closed. Unfortunately, the money was still deducted, leading to significant overdraft fees and charges. AT&T reran the payment without my authorization after it was returned. I aim to file a formal complaint against AT&T due to this negligence and the unauthorized access to my bank account. This incident has caused a financial hardship, leaving me with a negative balance and impacting other essential payments. Thank you, AT&T, for creating unnecessary difficulties for a senior consumer like me.

I came across a promotion offering free iPhone 8s and contacted an AT&T representative who signed me up for two of these deals. He assured me that my bill wouldn't increase, and there wouldn't be any charges for the phones. He mentioned it might take up to two billing cycles for the credits to show up. However, after contacting customer service, they claimed there was no such deal, and I should have been charged for the phones. I have screenshots of the entire chat where he confirmed otherwise. I was promised a call back from a manager within two hours, but it hasn't happened yet. They attempted to call when I was unavailable, but I missed it. If possible, could a manager please reach out to me regarding this matter? My contact number is [redacted]. Thank you, Donald H.

Due to the removal of the chat option on your website, I am having difficulty reaching you. The phone service leads to multiple transfers and long wait times. I am writing to dispute the $35 + surcharges, totaling almost $45, which were added to my last month's bill, essentially doubling the total. I made the payment today to avoid disconnection, but I need a credit for the overcharge. An agent was supposed to schedule the $[redacted].06 payment to my bank directly, but it did not go through. My phone was disconnected the next day even though I had the funds available. I believe I should not be charged an extra $45 for this error. I am seeking a credit for these fees as the mistake lies with your agent. Should this not be resolved, I will consider switching to Sprint or T-Mobile, who are willing to cover early termination fees. I am frustrated with these unnecessary charges from AT&T and have had a positive experience with Charter over the past two years, leading us to switch our services.

My friend, LaVeta Hale, is in need of assistance. She is experiencing a service issue and has been unable to get help despite several attempts. She asked me to relay this message requesting someone to come to her house to resolve the issue. You can contact her at her friend's house by calling [redacted] to arrange a visit. LaVeta mentioned there was a possible line damage that needs to be addressed. For further information, please contact her at her friend's cell [redacted]. As her intermediary, you can reach me at [redacted] Thank you for your help. - Wilma Eskridge

I have been incorrectly billed for a year for a service I canceled in January [redacted]. Despite my numerous attempts to resolve the issue, the lines I requested to be canceled were reinstated without my knowledge, and I continued to be billed. Today, I finally requested the termination of all services due to the lack of assistance and conflicting information provided by customer service. It is disheartening that a company I have trusted for many years, like AT&T, refuses to acknowledge their billing error and provide refunds to their loyal customers. I hope this message reaches someone who can address these concerns and prevent others from experiencing similar issues in the future. I would appreciate a response to confirm receipt. Thank you.

I've been attempting to resolve a billing issue with AT&T after switching from Verizon. The promised discounts weren't applied, leaving me dissatisfied. The real problem started when my service was cut off on October 30th despite a payment set for October 31st. When I inquired, a staff member named Louis was disrespectful and unhelpful, even laughing at me and dismissing my concerns. I was left upset and frustrated by his behavior. I request an apology from the company for the treatment I received and ask for the promised discounts to be applied to my bill to make it more manageable as initially agreed upon.

I placed an order for an iPhone on September 30 but wasn't satisfied with it, so I returned it in the original box on October 9. AT&T confirmed they received it on October 23. On October 15, I made a new online order for a promotional offer of buying one iPhone 11 and getting the second one free. I ordered an iPhone Pro Max in midnight green (64GB) for a new line, and the second iPhone 11 in green (64GB) was meant as an upgrade for the number ending in [redacted]. Due to an error in the last digit, the number couldn't be ported, so I had to cancel the order. A representative on October 23 assured me all fees would be waived once the iPhone 11 was removed from my account by October 25. However, the charge was not removed, and subsequent calls to different departments only led to more transfers. Despite attempts to reorder, I was asked for an $[redacted] deposit. Another representative assured me the promo would still apply, but it had expired. After paying a past due bill of $[redacted], I was asked to pay more to proceed with the order. I have faced significant challenges with your company and representatives, impacting the promised birthday gifts for my children. I seek a resolution to this ongoing issue that has consumed hours of my time, particularly on my son's 15th birthday today.