AT&T Customer Service Issues

I urgently need to visit the hospital due to chest pains. Today, I interacted with customer support via chat and phone to discuss a payment arrangement. Following AT&T's advice, I took my devices to a corporate store in Deptford, NJ. However, the manager, Tyreek, informed me I should have shipped the phones to Assurion as per their instructions. I shipped the phones on July 24th and on Thursday the 26th, a helpful representative confirmed that services were restored temporarily. As a single mother of a special needs child, I paid what was owed after being instructed to deduct the phone pricing for the time being. I am waiting for the credit for the returned phones from Assurion. Despite contacting customer service multiple times for a payment arrangement, I encountered a dismissive attitude from the person I spoke to, Eric, operator # MZ6FYH3. I have been a customer for 15 years and explained my situation, but was met with rudeness. I simply seek a payment arrangement considering the pending credit. Your assistance is greatly appreciated.

I have been an AT&T Mobile pay-as-you-go customer for almost two decades. In recent months, my data connection has significantly deteriorated. I have reached out for help twice and tried to find assistance on the website, but ended up going in circles. I am contacting you because whenever I call, my only option is to speak with someone in a foreign country, making it difficult to communicate effectively. It's frustrating to know there is a call center just 10 minutes away from me. I understand the concept of reduced speed after reaching the high-speed limit, but not being able to connect to websites at all is a new issue for me. This has caused problems with important tasks like paying bills. I have always managed to connect in the past, even if it took a few minutes. However, the constant timing out is unacceptable. I pay for the "unlimited" service, and I expect it to function properly when I need it. There seems to have been a change on your end possibly related to the end of net neutrality. I've never had issues with my current plan until now. I value my experience with AT&T but if this problem persists, I will have to consider switching to another carrier. The connectivity issues I am facing, such as having only two bars of LTE and frequent shifts to 4G at home, need to be addressed. This decline in service quality is not encouraging me to upgrade my plan. I hope this matter can be resolved promptly. Thanks, Dan Scavone

Subject: Account [redacted]92 As a long-time loyal customer of AT&T, I experienced a frustrating situation starting on June 18 when I initially reached out to have DirectTV installed at my residence and hunting cabin. Misinformation was knowingly provided to me to secure the sign-up, and this continued even after. I eventually visited my local AT&T store and signed up for DirectTV at my house. They suggested using my phone's hotspot to access Direct Now at my cabin for a lower rate, but this failed due to limited hotspot data leading to a spike in my cell phone bill from $82 to $[redacted]. Despite multiple attempts to resolve this by contacting customer service and speaking with Nigel from Resolutions on 7/27, the call dropped, and he did not follow up as promised. Similarly, on 8/1, after being on hold for over 1 hour to speak with Loyalty, the call dropped once more, and no callback occurred. I am growing weary of this situation and am on the verge of switching carriers due to the subpar treatment. I hope AT&T reaches out to me promptly to tackle this matter as I am tired of being on hold and wasting my valuable time with these issues.

I recently made the switch from UVerse to Direct TV for TV and faster internet, while also discontinuing my landline service. The process has been incredibly frustrating. The technician on 6/22 couldn't complete the installation due to cable issues. Even after the Direct TV installation on 6/29, the internet setup failed. I had problems with one of the receiver boxes, and subsequent technician appointments on 7/06, 7/11, 7/21, and 7/27 were all marred by issues like damaged cables and wrong technicians being sent. Despite numerous calls to customer service, promised credits haven't been applied to my bill, and I'm still dealing with an unresolved landline issue. The lack of follow-through and miscommunications have made this entire experience the worst customer service I've ever encountered.

I am unable to make payment for my prepaid phone services. The transaction failed twice using two different cards, leaving me without service. Yesterday, I called [redacted] and was provided a direct number to the transaction department, [redacted], but I cannot connect through that line. I've been on the phone for almost 30 minutes today but the call was canceled. The credit card linked to my account belongs to my sister, and her transactions go through while mine have been declined multiple times. Even trying a different card did not resolve the issue. Previously, there were extra charges causing cancellation of my sister's services due to a problem in the AT&T system. This has recurred this month. I am experiencing significant inconvenience without service since morning. I seek prompt restoration of my service and compensation for the inconvenience caused. I hope for a resolution and measures to prevent this from recurring. Thank you. - Sana

I'm Dan B. and have been an ATT customer for years. Recently, my modem went bad for the second time in three years. The first replacement went smoothly, but this time was a disaster. When my modem stopped working on July 30, [redacted], I contacted ATT technical support. After an hour wait, the representative diagnosed the issue. Promised a replacement by August 1, nothing arrived. Multiple calls later, I was told I had to wait until August 6. Frustrated, I decided to switch to Spectrum, which was installed by August 4 and cost-effective. In an attempt to cancel my ATT service today, I faced another long wait. Despite expressing my dissatisfaction, I was unable to cancel as the necessary staff had left for the day. Waiting for a supervisor only added to the frustration. I want to cancel my service with ATT immediately, not when it suits them. The lack of timely customer service and inability to cancel promptly has been disappointing. I formally request today as my cancellation date for billing purposes.

To Whom It May Concern, I am writing to express a formal complaint regarding an incident at the Torrington, CT AT&T store. Yesterday, while on-site, I witnessed an employee making a misogynistic comment to a customer. Upon exiting the store, I extended my gratitude to the manager, who, instead of reciprocating, seemed to focus on my cleavage. This behavior has left me feeling uncomfortable and disappointed, especially considering my family's longstanding loyalty to AT&T over the past two decades. Though not one to frequently lodge complaints, I believe it is important to address the sexism I encountered from both the company and its representatives to prevent future customers from facing similar discomfort. For further communication, please reach out to me via email at [redacted] or by phone at [redacted]. Sincerely, Sara C.

I am in need of a phone number to speak to a customer service representative. I am encountering difficulties accessing my account through my sbcglobal.net email, which is linked to my Directv and AT&T accounts. The recurring error is causing frustration. I am aware of the separation between Yahoo and AT&T but did not receive any notification. I require this matter to be resolved urgently. Due to my work schedule from 8-5, I am unable to call during those hours and cannot engage in a live chat as well. This situation is causing significant stress, even to the point of tears. I strongly feel that customer concerns are not being addressed adequately. I am seeking a swift resolution and wish to avoid any further inconvenience. I am encountering obstacles when trying to find solutions through websites and contact numbers. Please address this promptly. Sincerely, A. McGhan

I have reached out to AT&T twice recently regarding issues with my account but have not received any follow-up as promised. I am seeking assistance from someone knowledgeable and attentive to my long-standing customer needs since [redacted]. There has been an unexpected increase in my landline charges, citing a contract I am unaware of. I am also looking to address concerns with our TV service. Despite ongoing promotions for new customers, I feel undervalued as a loyal customer. I would appreciate a discussion to resolve these matters promptly. You can reach me at [redacted], please leave a message if I am unavailable.

The technician visited my home, identified an issue with an outside line, but didn't have the proper equipment to fix it. He assured someone would come within an hour, but no one showed up. Despite numerous calls to AT&T, we were met with disrespect. On 8/7/[redacted] at 8 am, a new technician called and had a heated conversation with my boyfriend, then stopped answering calls. Multiple AT&T representatives have been unprofessional, yelling, cursing, and hanging up on us. My service remains unresolved, and I continue to face disrespect and delays. The unprofessionalism of AT&T's staff is concerning. I expect a resolution promptly, or I will escalate this matter through legal and corporate channels, including the BBB.

Regarding Account # [redacted] [redacted] 5 - Plain Old Telephone Service (POTS). On August 3, [redacted], I received my phone bill statement dated June 23, [redacted], with an amount due of $8.09 for the service period from June 23 to July 22. Despite the overdue status of the bill, I promptly paid it online on August 3, [redacted]. Upon noticing that the envelope was opened and resealed, I suspect it might have been mistakenly placed in the common mailbox of my townhouse complex and later correctly delivered to me. Although I settled the June bill, there remains an outstanding balance of $22.68 from the July bill dated July 23, [redacted], requiring full payment by August 23, [redacted]. The bill includes an adjustment fee of $6.50, which accounts for 80.35% of the initial $8.09 charge. Given my history of timely payments, I believe the late payment charge is unwarranted. I kindly request an investigation into my payment record from January [redacted] to August 3, [redacted], to confirm my consistent payment behavior. Despite this oversight, I hope for a reconsideration and reversal of the imposed late fee. Thank you for your attention to this matter. Best regards, J. Lam

I moved to a new address and had a frustrating experience with AT&T. I canceled service at my old address and scheduled a transfer, but the technician didn't show up for the first two appointments. After multiple calls, I received a new appointment, which was also missed. Each time, the agents cited errors in the service orders. Despite my numerous calls and complaints, the issue remained unresolved. I am now scheduled for the fourth time for August 8th, but this continued lack of reliability from such a large communication service provider is unacceptable.

After ending my 15+ year AT&T wireless account, I received a bill for $30.89 due by August 18th. Despite two attempts to pay, I faced challenges with customer service, including being abruptly transferred to the collections department and a confusing encounter with a representative. When I reached out again, I was provided a number that turned out to be my new carrier, Consumer Cellular, causing further frustration. Visiting an AT&T store didn’t resolve the issue either. To settle the bill, I am requesting a detailed final statement with all usage information to be mailed to me before making payment. This experience has been unprecedented for me at 76 years old. Joseph Burnstin

I intended to arrange a payment plan but when I spoke to customer service, I was informed that it was not possible as my services had been suspended. The representative I spoke to mentioned that if services are suspended, the full amount needs to be paid, which was not explained by the person who signed me up. As I couldn't pay the entire sum, I am now facing a $[redacted] charge, which seems excessive. Additionally, the customer service representative was unhelpful and rude, suggesting that it was not their concern if I couldn't pay. I simply requested a two-day extension as I only receive my payment on the 1st, but instead of assistance, I was hung up on abruptly.

I contacted AT&T customer service regarding a billing issue. During sign-up, I was not informed that the full amount must be paid if the service is suspended. I made three payments to bring it down to $[redacted], but when I asked for a payment arrangement after the service was shut off, the representative was rude. They mentioned no one had told me not to pay my bill to be eligible for payment arrangements once the service is disconnected. I tried to explain that the initial information given to me was incomplete, but they said it wasn't their responsibility to inform me. I find it disrespectful that they refused to assist me, and now I am facing a reconnection fee of $[redacted] in addition to the $[redacted] I owe. I am disappointed with the lack of customer service and communication in this situation.

My travel agency center, Center For Travel, in Stuart, FL, has been an AT&T customer for 27 years. We recently moved due to a change in our lease and contacted AT&T for a service change on a new lease received on July 30. Despite scheduling an appointment for phone and internet setup on Wednesday, August 8 between 9AM and 11AM, the phone installation was delayed. This posed a significant problem for our business operations as we rely on phones for customer communication. The internet installation was completed promptly at 9:15AM, but the phone installer did not show up on time. After several calls, I was informed that the service was mistakenly scheduled for August 9, not August 8, causing a disruption in our services. We are disappointed by the lack of timely communication and service from AT&T, impacting our ability to serve our customers effectively.

My experience with AT&T customer service was dreadful. During our trip to Europe, despite activating the $60 foreign travel package with multiple verifications, our phone had no internet in France. After wasted time and exhaustion, we got it fixed only after reaching our hotel and contacting AT&T. Upon returning to the states, even with the foreign travel still active, we received an outrageous bill during a short visit to Canada. Despite calling AT&T three times and spending several hours on hold, I didn't receive any callbacks. As a phone company, they have my number but failed to follow up. This poor customer service experience has led me to quickly switch away from AT&T.

In January, we switched our AT&T plan from my late husband's name to mine after Joseph passed away in October [redacted]. It took four years to finalize the change, and now we are facing numerous issues. The bill from his account was not forgiven, and our current bills are incredibly high. Every time I contact Customer Service, I encounter extreme rudeness. My phone is failing to send about half of the text messages I attempt to send. Today, while trying to modify our payment plan, the representative I spoke with was unhelpful and demeaning. He made disparaging comments about our late payments and even whistled on the phone. When I inquired about different plans or technical problems, he insisted that nothing could be done until the bill was paid. Suggesting a payment split on the 10th and 17th led to further insults. Despite being loyal customers for over 25 years, our history with AT&T does not seem to reflect on our new account.

Since August 2, [redacted], my DSL service has been down due to a thunderstorm. Despite scheduling a technician for August 8 in the afternoon, multiple calls yielded no response. Promises of priority for the 9th were unfulfilled, with ongoing excuses of high call volume. This has led to a frustrating cycle of broken promises and lack of service restoration. Furthermore, the customer service phone protocols need a revamp. The scripted responses do not suffice for customers in need of assistance. Hiring customers as consultants could greatly improve this area. In conclusion, the current state of customer service is unsatisfactory and has left me spending multiple days waiting for resolution.

I contacted AT&T twice in the last month to address the unexpected overages on my account following a family member's passing. Despite assurances from the first representative that my plan would be updated and charges removed, the second representative confirmed no changes had been made. After paying a bill of over $[redacted], I discovered that the promised adjustments were still pending. The latest bill now exceeds $[redacted], which is unmanageable considering our extensive use of Wi-Fi. Disappointed by the lack of resolution, I am considering canceling my service.