AT&T Customer Service Issues

Ten days ago, I visited the AT&T store located in the Avenues, Viera, Florida. I signed up for two Samsung Galaxy 10e phones with minimal data packages. Initially, I was informed that only one phone was available, and the second one would be delivered shortly. Unfortunately, the second phone never arrived. It was stated that the monthly cost would be around $87. When my daughter and wife visited the store to inquire, they spoke to Chris, the store manager. He promised to follow up on the issue but failed to do so. Multiple attempts to resolve the matter with Chris have been unsuccessful, leading to frustration. I find it concerning that the service received may be influenced by our age (80 years). I am now requesting the cancellation of this transaction and a prompt refund of my initial deposit. - Thomas E. G. Phone: [redacted]

One morning, I was chatting with a friend on the phone, but suddenly there was a lot of static and then the call dropped. A technician came out and mentioned that there was an issue inside the outside box causing the problem. Since then, I have been facing difficulties where my phone only rings once when someone calls. I have been unsuccessful in reaching out to address this matter and waiting on hold all day is not ideal. It seems like more customer service representatives are needed at AT&T to assist with issues promptly. My phone number is [redacted], and my cell is [redacted]. You can reach me via email at [redacted] I hope to have my phone fixed to its original working condition. Thank you, Martha Williams.

I purchased a replacement wireless phone at the AT&T store on Bee Ridge in Sarasota, FL on October 16, [redacted]. After checking my credit card statement, I noticed an extra charge of $32.50. Looking at my original receipt, I saw a box saying "Enrolled in Autopay, today's payment $30.00 Wireless Number __________" with a number that isn't mine. I already have Autopay set up. I have tried contacting the store through phone, email, and in-person visits. Unfortunately, they keep redirecting me to AT&T directly. When I called AT&T, I faced long hold times, misrouting, and eventually being disconnected. If this isn't resolved in the next 10 days, I may need to dispute the charge. Furthermore, the new number created for the autopay has my name, despite me already having an account and my original number showing a credit balance. Any advice on how to contact someone at AT&T who can help would be appreciated.

On 10/24, I contacted AT&T customer service about a $55 increase in my bill. The representative mentioned that my account credit had expired but assured me it would be reinstated if I called back after Nov 1st. I was given this information in a note added to my account. However, when I followed up on Nov 1st, a different representative said there was no credit available. I believe AT&T should stand by what was promised by their customer service agent and honor the credit.

I am the owner of an abandoned building seeking a letter from AT&T confirming their "NO OBJECTION" for a full demolition permit required by the City of Hialeah. Despite not having a landline account at the property, I need AT&T's approval as per city regulations. All other utility companies have already agreed. The building, located at [redacted] East 25th Street, Hialeah, Florida [redacted], has been abandoned for over 20 years, and the city has mandated its demolition due to safety concerns. The structure's proximity to the Amtrak station poses a risk to passersby. I have contacted various departments without success, and urgent action is needed. Please respond promptly. Thank you, Maritza Montano.

I need assistance with exchanging my defective phone. I recently purchased an Alcatel Tetra, which had charging issues due to my husband accidentally turning it off frequently. I visited the AT&T store in Waxahachie, TX to upgrade it. The store manager kindly waived the $55 restocking fee, but explained that since the new phone costs $70 and the defective one was $50, I couldn't just exchange them. Instead, I was offered to purchase the $70 phone on installment. Now, we own two phones, with one being unusable, and are out $[redacted] instead of the intended $70. Our request is simple - we would like to be refunded the $50 for the defective phone. Being retirees on a fixed income, this situation has been challenging for us. Considering our loyal 35-year history with AT&T, we hope to resolve this matter promptly. Thank you for your attention.

One week ago, I experienced a 3 1/2 - 4-day power outage due to the Northern California wildfires. While electricity was restored on October 29th, my AT&T internet, TV, and landline phone services are still not working as of November 2nd. I am frustrated with the lack of communication regarding the delay in restoring these services. AT&T customer service only provides vague updates like "we're working on it," without explaining the cause of the delay. I urge AT&T to expedite the restoration of my services as soon as possible. If this issue persists, I am considering switching to Comcast for my telecommunications needs.

I contacted AT&T the day before my trip on 10/31 to inquire about putting a hold on my cell phone service at the reduced rate of $10 per month, as I had done in the past. I explained that I would resume normal service upon my return. However, I unexpectedly received an email yesterday stating that my AT&T case was closed, contradicting previous outcomes. I am concerned that my line may have been mistakenly cancelled. Currently traveling in Taiwan, I am unable to easily access my cell phone to check its status. My cell number is [redacted]. If there is an option to chat online or have a free call with customer support, please advise. Thank you, Shiang C. [redacted]

I am extremely disappointed with the internet and TV service provided by ATT U-verse. After being a loyal customer, I have decided to cancel my service due to the lack of bundled specials, discounts for paperless billing, and the poor customer service experience. I encountered multiple security verifications during a frustrating 2-hour phone call where every operator transferred me. The customer retention person was particularly rude. Additionally, my bill has been incorrect for 12 months, being charged for HBO and Cinemax which I did not request. I will be cancelling my service effective November 8th as I am renting my townhouse and refuse to pay for an expensive bundled package. I have chosen to switch to Spectrum for their flexibility without contracts and ease of dealing with customer service. In my opinion, ATT has been on a downward spiral for the past 3 years.

Having been a loyal AT&T customer for over ten years, I recently considered switching to T-Mobile after they offered to cut my bill in half for seven lines. When I approached AT&T about matching the offer, they declined. T-Mobile also promised to cover our phone expenses upon switching, which they failed to deliver. Unfortunately, T-Mobile's customer service has been unresponsive to my inquiries and now I find myself in debt to AT&T. As a former officer in the US Army and a current MBA student at the University of Georgia, I appreciate the AT&T scholarship I received. I am willing to transition all seven lines back to AT&T if we can find a resolution to this situation. Your assistance in resolving this matter would be greatly appreciated. Thank you. - Anna Hughes, CPT. U.S. Army

I have been an employee at Warner media, formerly Turner, for a significant number of years. We were informed about the AT&T discounts available to us. In [redacted], everything was fine, but this year has been a different story. After moving to a new address in April [redacted], I transferred my U-verse account. However, in July, I was billed $[redacted] for not returning the 3 receivers. I canceled U-verse and opted for just Internet and phone services. In August, I was charged $47, doubling the $25 monthly fee. I also switched to AT&T Now. Come September, I was charged $33 for allegedly exceeding 1048GB despite being promised unlimited data. Despite repeatedly explaining my situation as a Warner Media employee, my issue persisted until October when someone finally addressed the unlimited data matter and asked to ignore the $30 charge. Today, on November 4, I received a $94 bill instead of the expected $25. Despite seeking help from supervisors or managers, none seem available. The ongoing problems since July reflect poorly on AT&T, and the time, stress, and frustration spent on calls are unacceptable. Hopefully, this email will lead to a resolution.

I encountered issues with the service provided by AT&T through phone number [redacted]. My daughter's phone broke, and I couldn't file an insurance claim due to insufficient assistance over the phone. Despite paying the bill diligently, her service was mistakenly canceled even after paying off the phone. I value AT&T's services but believe they erred in this situation. I attempted to contact AT&T to no avail. Restoring service now seems impossible, which is frustrating as my daughter's phone remains unusable with a cracked screen. It's perplexing to keep paying for insurance yet not receive the expected replacement. This situation is disappointing and needs to be addressed promptly.

Dear Customer Service, I recently spent time on the phone discussing my bill which I believed had been sorted out. Initially told it would be around $80, I eventually paid $83.32 which I understood included extra charges. However, I received a notice stating my next bill will be $88.01, and subsequent bills would rise to $[redacted].93 due to additional charges for iPad usage. The October bill seemed excessive for my usage, and I am now concerned about consistently high bills moving forward. I had difficulty resolving the issue during my calls, with the second call taking over 20 minutes before reaching someone who could assist me. I would appreciate a review of my account and a follow-up regarding these billing discrepancies. Sincerely, David E. Simon

When I opened my account in late February or early March, my fiance took over the responsibility of paying my phone bill and services. He prevented me from working, and I relied on him entirely. I recently ended the relationship due to difficulties. He has damaged my phone twice, once covered by insurance in September. This past Saturday, he damaged it again, and I cannot locate the phone now. My phone bill was approximately $[redacted], usually $[redacted], increased due to a previous insurance claim. Currently unemployed, I cannot afford to pay for the phone or my iPhone XS. Losing my phone number [redacted] is a significant concern as it contains essential information like emails, contacts, and business details. I seek advice on these critical situations.

My fiance used to handle all my phone bills and services since I opened the account in late February or early March. However, I recently ended the relationship and need help. Unfortunately, he damaged my phone twice, with the latest incident leaving me unsure of its location. My phone bill is typically $[redacted] but had increased due to a previous insurance claim. I am currently unemployed and cannot afford to pay the bill or continue with my iPhone xs payments. I am concerned about losing my important phone number [redacted], which holds crucial information for me. I am in a tight spot and need advice on what steps to take considering my financial situation.

I recently signed up for AT&T DIRECTV and Internet after cancelling my Comcast service. The agent who helped me promised a $[redacted] Visa card for signing a two-year contract, but now I received an email saying I will only get $[redacted]. After multiple frustrating phone calls, I was directed to contact the reward center for assistance as they are the only ones who can resolve this issue. It's been challenging to get through to them as there seem to be system errors. As a senior citizen and a nurse on a limited income, every dollar matters to me. I just want to receive the full amount promised to me. Any advice on how I can resolve this and get the remaining $[redacted] I am owed would be greatly appreciated.

I have a new credit card and need to pay my Wireless Bill as it is getting late. However, your internet site will not allow me to sign in. It requires proof via a text message on my cell phone, which is challenging due to poor service in NW Washington. I have to travel miles to get text messages, making it impossible for me to complete the sign-in process. I have internet access but it doesn't even offer the option to send verification to an email address. I am unable to update my credit card information unless you provide an alternative method for verification. Please consider having your tech support override the software glitch that demands a text message verification to allow me to sign in and make the payment. Thank you, Marc W.

I am a visiting businessman from New Zealand who frequently travels to the US. I signed up with AT&T in August during one of my trips. I made sure to cancel the auto-renewal before leaving the US on October 20. Despite confirming the account has been inactive since then, I noticed that my Wells Fargo bank account was debited in November. I tried contacting AT&T for assistance, but I couldn't log in as I don't know my PIN, and I can't receive a temporary PIN via text due to AT&T prepaid not working in NZ. I am seeking help to confirm the cancellation of auto-renewal and to get a refund for the $40 charged to my account in error. I intended to continue using AT&T during my visits, but this experience has raised concerns. I appreciate any support to resolve this issue promptly. Thank you for your assistance. - G.W.

Regarding Account Number [redacted]47, my husband, Randell D. Jr., and I have been loyal customers of Bellsouth and AT&T for 40 years. Despite being considered 'platinum customers', we have faced inconsistent billing. We appreciate the previous adjustment we received for the NFL package, but our bill has continued to fluctuate. Last month, after contacting the retention department, our billing amount was adjusted to $[redacted] from $[redacted]. However, this month we received a bill for $[redacted], which was unexpected. When discussing this with Mary Ellie from the retention department, she mentioned the previous adjustment being one-time, contrary to our understanding. I expressed my dissatisfaction, especially when considering switching service providers. Mary Ellie’s response was dismissive, and she failed to connect me to her superior. I believe AT&T should be aware of this poor customer service interaction. I request that the agreed-upon adjustment be reflected in this billing cycle of $[redacted]. Thank you for your prompt attention to this matter. Linda D. for Randell D. Jr. Account Number [redacted]47.

I was charged a $5.00 fee to pay my bill, even though the automated system couldn't process it. I spoke with two customer service representatives to facilitate the payment. They informed me the payment couldn't be processed because my account was flagged in a fraudulent database. I contacted my bank, but they couldn't access my checking account, listed as part of this fraudulent activity, as I typically use a savings account. I settled the bill and opted for paper statements. The lack of assistance in resolving the issue was disappointing; instead, the focus seemed to be on charging the fee. Considering the situation, I am contemplating switching my mobile service to another provider. Regards, Elizabeth H. Davis