AT&T Customer Service Issues

Regarding Account #[redacted] [redacted]-5 for Plain Old Telephone Service (POTS). On August 3, [redacted], I received a monthly statement in my mailbox dated June 23, [redacted], showing an amount due of $8.09 by July 23, [redacted]. I noticed it was past due and promptly paid online on August 3, [redacted]. However, I only received this bill for the service period from June 23 to July 22. The envelope seemed tampered with, possibly misplaced in the common mailbox of my townhouse complex and later put in my individual box correctly. Although I resolved this bill, I discovered an additional demand for payment of $22.68 due by August 23, [redacted], including a late payment charge of $6.50, representing 80.35% of the initial $8.09. I have always been a committed on-time payer per my records with AT&T from January [redacted] until this incident. I admit this late payment mistake is beyond my control, and I kindly ask for the reversal or cancellation of the imposed penalty on my account. Thank you for your understanding. - J. L.

In July [redacted], my internet bill increased from $61.98 to $65.23. Due to my hearing disability, I had my wife call AT&T on July 23 at 11:30 am. While on the call, a representative named Ginger assured us that my bill would stay at $60 going forward and even offered a free modem without any additional charges. However, when I received my bill on August 10, it was unexpectedly $[redacted].34 with an ongoing charge of $94.55. As someone on a fixed income, I cannot afford this increase and find it unacceptable. Despite being a loyal customer to AT&T, I will not tolerate fraudulent billing practices. My account number is [redacted]04, and I will be disputing these charges.

Dear ATT Staff, I have been attempting to make a payment on my phone bill for two weeks. However, I am unable to access my myATT account while traveling. I typically pay online as I cannot use my phone during trips. Despite trying the chat feature, I have not been successful. I'm encountering an error message preventing me from accessing my account, causing frustration as my bill will soon be overdue. Could you please assist in resolving this issue so I can make the payment promptly? Sincerely, Dennis T. [redacted] Den71att I am currently in Vietnam and unable to use my phone. I have tried emailing ATT for help with unlocking my account on myATT to pay my bill without success. Thank you for your attention to this matter. Regards, Dennis

Dear Customer Service, I hope this message finds you well. I am writing to address a recent issue I encountered with my AT&T Internet service. I began using the service in June, but upon moving to a new address on August 10, I experienced difficulties with the transfer. Despite confirming the details through an online chat, my service was not activated at the new address as agreed upon. This led to a series of frustrations, including an incorrect technician visit scheduled for my old address and the deletion of my account without my consent. After attempting to rectify the situation with a local AT&T retailer and ultimately deciding not to proceed with the service, I am now unsure whether I should return the original router equipment. Your prompt clarification on this matter would be greatly appreciated. Thank you for your attention to this matter. Warm regards, Yu-Lin Chou

I have requested multiple times over the past two years to receive a paper bill each month for my landline phone account with two lines. Despite my efforts, I continue to receive overdue account calls every two months without ever receiving a bill. When attempting to set up online billing, I encountered a message stating it was already active, even though I did not set it up myself. Despite numerous hours spent on the phone, the issue remains unresolved. I have received paper bills only for the past due amounts after long conversations and promises from representatives. Despite assurances from Edward in Atlanta that I would now receive paper bills, I recently got a disconnect notice and currently have no phone service. I am seeking assistance in resolving this ongoing problem promptly.

I have been receiving repeated notices from AT&T about an overdue payment for more than a year. I have contacted their offices, but they have advised me to ignore the notices. The account they reference is [redacted]. My interaction with AT&T was solely to remove restrictions on a phone I bought online at your Prescott, AZ branch. I have never held an account with AT&T; my only association has been through a CEO who hired me post my military retirement. My phone number is [redacted]. Should I report this to the Arizona Attorney General? I do have a DTV account, which is fully paid based on your records. Dennis K. - Major, USAF

Subject: Billing Issue and Internet Service Charges Hello, I am writing to express my frustration regarding the unexpected installation fee for the new internet service. Despite being assured by a representative that the fee would not apply, it reappeared on my bill this month. I recall having the fee removed after a previous conversation with a representative, yet it was charged again without prior notice. I don't recall any discussion about payment options for this fee, as I was initially told it wouldn't be applicable. Previously satisfied with my previous provider, I switched to your service due to an invitation. However, I now also face additional charges for exceeding the internet usage limit, unexpectedly outlined in an email. I kindly request assistance in resolving these billing discrepancies promptly. Apologies for not providing my account number in this message. Please contact me at [redacted] or via email at [redacted] Thank you, Nadia A.

I am reaching out because I have been in contact with AT&T's premium department and various agents from different departments in an attempt to resolve the issue with reactivating my cell phone ending in [redacted]. Initially, I contacted AT&T to disconnect another line, ending in [redacted], but instead, they deactivated my mainline [redacted] and have been unable to reactivate it for over a week. Despite multiple interactions with various AT&T agents and supervisors like Ceasar, who assured me he would follow up but didn't, the problem remains unresolved. I have visited the AT&T store multiple times, changed SIM cards, and even purchased a new one, but nothing has fixed the issue. I have requested that no other lines be disconnected until my original number, [redacted], is restored, as I have used it for over 12 years and changing it would cause significant inconvenience due to all my contacts being familiar with it. I urgently need assistance with this matter.

My AT&T television service is still not repaired. My bill increased unexpectedly right when I was checking when my complimentary channels should be turned off. I did not agree to any changes, but they were turned off two weeks early. I have rescheduled doctor appointments to be home for technician visits, but the technician didn't show up last time. I have spent hours on the phone and online trying to solve these issues with no success. Currently, my DVR is overheating and shutting down, so I have a fan on it. I should not be charged for a service that isn't working. This situation has gone on for too long, with promised holds on charges not being honored, and multiple transfers with no resolution. I have texts from technicians and all the original emails documenting my struggles. Despite filing complaints and not getting callbacks, they still want me to pay for a malfunctioning service. I feel that U-verse TV will not be staying since this problem has persisted for months without a solution.

I recently purchased a Galaxy S9 and an unlimited data plan from AT&T for my home. After facing internet connectivity issues, I contacted customer service multiple times. Ultimately, I was provided an internet wifi modem for free for 12 months, which worked perfectly. However, I started receiving bills for installation and monthly fees, contradicting the initial agreement. Despite numerous attempts to resolve this with different departments, my service was suspended due to non-payment. After a lengthy 4-hour call with the Combined Billing Department, I was redirected to a manager who initially claimed they couldn't help. Even after providing evidence of the agreement for the free modem, the manager promised to investigate, but the call got disconnected. Subsequent attempts to get in touch with the manager as promised were unsuccessful.

On Friday, August 17th, I had an extremely unpleasant experience with Direct TV's customer service. After receiving a promising offer in the mail, I called the provided number (1-[redacted]) seeking more information on their TV packages. Sadly, the representative I spoke with seemed unhelpful and only focused on collecting my personal details. Despite my inquiries about the offered package and pricing, he was unable to clarify and provided inconsistent information. I felt discouraged by his behavior as he disregarded my questions and persisted in obtaining more of my information. It was disheartening as my wife and I were considering a switch from our current cable provider to Direct TV. The interaction was truly disappointing, and it's a missed opportunity for Direct TV to gain us as customers. Best regards, Paul N.

My husband accidentally selected the $80.00/month plan instead of the $45.00/month plan on your website while using his smartphone. Consequently, our service was changed to the higher-priced plan, causing an interruption even though we had already paid for the $45.00 plan this month. We reached out to customer service and spoke to a manager named Ed. Unfortunately, he informed us that he could not revert the plan back to the original one. We are on disability and have limited funds, and our phone is crucial for contacting our doctors. It's essential to us that the service be restored and the plan be changed back to the $45.00 monthly plan. We have been loyal customers for over 5 years and have never encountered this issue before. Please address and rectify this situation promptly. The affected phone number is [redacted], and the account is under Timothy Rogers and Julie Rogers. Thank you for your assistance.

I have AT&T internet and landline services. Last month, I had a billing problem that was resolved online. However, I received another incorrect bill today. Even though I was approved for the Lifeline service last month, it was denied this time because they claimed I didn't have an AT&T phone, which I do. After speaking with an agent over the phone, I'm still confused. The unlimited landline should be $20 cheaper than the digital, as it was fixed by a representative I chatted with online last month. Today's bill is once again incorrect, and I was even hung up on. The internet charges have also increased. I would like to clarify how much my bill should actually be.

In June, while discussing another issue with AT&T, I was offered a deal for two iPhone X with a buy one, get one free promotion. I paid $[redacted] for shipping ($70 each) that day. I later decided to return both phones. I spoke to AT&T on June 26th, and on June 27th, a subcontracted company picked up the phones, with tracking numbers provided. Despite several calls, only one phone charge was removed from my bill, with a $70 refund for shipping. I was told the other charge and refund would be resolved by August 10th, but nothing has been done. AT&T mentioned one phone could be damaged during return shipping. I provided my debit card information for the refund, but no action has been taken. I am disappointed with AT&T after being a customer since [redacted]. I request prompt resolution and am considering disputing the charge.

I am confused by the process to replace my old phone with a new one. I am willing to pay off the current phone, but why am I being charged for an unnecessary third line? It's frustrating to be bounced around between 7 people and wait on hold for hours without any resolution in sight. I refuse to pay for a service I do not need. If this matter isn't resolved, I will switch to prepaid phones and leave AT&T for good. Dealing with these issues repeatedly is incredibly frustrating. If there is someone who can help, please reach out to me at [redacted]. Otherwise, I will be getting new phones elsewhere tomorrow.

I recently relocated and attempted to transfer multiple services with ATT. I was informed that someone at my new address already has internet service, causing issues with our transfer. Despite providing our lease at the Southfield Michigan corporate office, they mentioned we might lose our long-held landline number. We feel unfairly treated, as loyal customers. We suggested sending an ATT representative to verify the situation but were told it's not their procedure. It's frustrating that no representative offered a satisfactory resolution. We may have to explore alternatives to ATT due to this inconvenience. Our address is [redacted] W. Outer Drive, Detroit, Michigan [redacted], and the account holder is S.A. We look forward to your prompt assistance as we need to resolve this promptly. Thank you.

To whom it may concern, This morning, I had a conversation with an ATT.com representative who suggested crediting my account balance if I subscribed to DirecTv NOW. I have attached the transcript of the chat for your reference. Despite my negative experience with the app, the employee seemed eager for me to join, possibly for a commission. I tried to file a complaint but ended up making five phone calls, spending most of the time on hold. I was unable to reach a supervisor and was directed to HR and the fraud department, which wasn't helpful. Eventually, I was told to email the provided address, which I doubt will lead to any resolution. The customer service experience was extremely disappointing. I was advised to contact [redacted], but the email bounced back as undeliverable. I have documented proof of the chat for your review. Sincerely, Sara C.

Hello, my name is Tonia Miller, and I am contacting you about a recent order that was placed on my behalf. I signed up for a bundled package that includes cell phone services, which I already had, and U-Verse TV. The account number for this new service is [redacted]66. I had multiple installation appointments that were scheduled but no technician showed up on any of the dates. I had to adjust my work schedule four times and missed pay because of this issue. Despite speaking with representatives and a supervisor named Kinesha Smith from the Miami, FL office, the problem remains unresolved. I am seeking assistance from someone at the executive level to address this situation promptly. The order numbers associated with these incidents are [redacted], [redacted], [redacted], and [redacted].

Over a year ago, I purchased a new phone from my local AT&T store. Starting out in my job without any credit, I made a $[redacted] down payment and a $[redacted] safety deposit to obtain the phone, with the expectation of receiving the deposit back within a year. It has been well over a year now, and despite visiting two stores, the staff seem unaware of the agreement I made. I distinctly remember being told I would get the safety deposit back in a year. I am becoming skeptical about the situation and will persist until this matter is resolved. As a loyal AT&T customer, I appreciate your services, but this issue is making me rethink my perception. Thank you.

I recently had a technician visit to address my internet connection issues, and my speed was downgraded from 5 to the basic speed of 3. Despite being a long-time customer with various AT&T services, my bill unexpectedly increased to $83 from the promised $53 for the lowest speed. I have contacted several associates since August 8, [redacted], providing detailed records of each interaction. Despite assurances of follow-up from the loyalty department and supervisors, I am still waiting for a resolution. I am willing to accept the slower speed if my bill can return to $53. It has been frustrating to encounter employees who seem more focused on sales than on assisting with existing customer concerns. I am hopeful that someone from Corporate or Customer Service will reach out to address this matter promptly, as I am eager to continue as a loyal AT&T customer.