AT&T Customer Service Issues

On July 17th, I contacted Direct TV and spoke with supervisor Steven to address my high bill after a promotion ended. Steven applied a $20 credit, a $45 adjustment to my Direct TV bill, and a $5 adjustment to Showtime, totaling $70 in adjustments for my bill due on August 8th. Despite being assured by Kate at ATT the adjustments would show within 24 hours, they did not. Subsequent calls to ATT and Direct TV revealed that representatives were unable to see the promised adjustments. On August 8th, I paid $[redacted].03, believing this was the correct total, but my bill still shows a $50 past due amount as of August 21st. Repeated calls to customer service have been unhelpful and frustrating, with representatives unable to locate notes regarding the promised adjustments. The lack of detailed notes and failure to resolve the issue have left me feeling exasperated with ATT and Direct TV's customer service.

I wanted to cancel my DirecTV account but was told about a bundle deal with DirecTV and AT&T internet for $[redacted] by "Chris" on 8/15/18. We got transferred around multiple times and faced issues as DirecTV couldn't bundle the service and AT&T provided internet without a contract. Despite requesting a speed check, we never received a price quote or signed a contract before the service started on 8/17. Despite trying to finalize the service, we were met with poor customer service from various representatives, with Divon even questioning our request for a speed check. Dealing with DirecTV cancellations, the Brea store, and customer representatives like Isa has been frustrating. We intend to keep the high-speed internet but are disappointed by the lack of proper bundling, customer service, and communication.

I received a bill for $[redacted].12 in August for account [redacted]-[redacted]-3. After contacting At&t on August 6th due to our expired contract, a sales representative named Carlye Martinsky offered us savings if we made changes. We decided to switch two landlines to Voice Over, change the fax line to online, and keep one landline ([redacted]) for DSL internet and ordered a netgear hotspot. On August 10th, an At&t technician changed the phone numbers to Voice Over, but our DSL stopped working. Despite contacting Carlye and At&t, we found out the [redacted] line was disconnected erroneously. After facing challenges to resolve this issue and being without critical phone and internet service, I am disappointed with the inconvenience caused. I have been trying to reach the right person at At&t for a solution but have not succeeded. I urge At&t to address this matter promptly since reliable phone and internet service are essential for our operations.

On August 10, [redacted], at 4:41 PM, I contacted the wireless customer service line by dialing [redacted] and had a conversation with Tabitha. I had called to arrange a payment plan for my outstanding balance of slightly over $[redacted]. During the discussion, Tabitha suggested bundling cable/internet services for $60 with $[redacted] in Visa cards, but I clarified that I only wanted to address my cell phone balance. After putting me on hold, Tabitha informed me that a manager had agreed to reduce $[redacted] off my previous balance to facilitate approval for the cable and internet package. Unfortunately, although an appointment was scheduled, the promised discount was not reflected in my account. Despite spending nearly four hours dealing with various loyalty teams in attempts to resolve this issue, I have not received the expected call back from three promised managers after a call trace was initiated. I am seeking assistance in rectifying this situation promptly.

I scheduled a DirecTV installation two weeks ago for August 23rd, between noon and 4 pm. I received confirmation emails and texts, assuring a technician would contact me 30 minutes before coming. However, by 4:00, no technician had arrived, and when I called I was told to wait until 6:00. Despite waiting, no one showed up or called. Upon contacting customer service, I was met with unhelpful representatives who seemed unaware of my situation and even tried to upsell me services before abruptly ending the call. When I requested a supervisor, I was told none were available. After an extensive wait on hold, I was informed I would have to wait another week for installation due to a technician's higher priority job. I strongly insisted that my order, placed weeks in advance, should take precedence. Save for one helpful representative, the rest seemed incompetent and eager to end the conversation. I request a review of the call recordings. Best, C. Puckett

Hello AT&T, I am currently abroad and had my Autopay canceled at your Norman, Oklahoma store on May 14. I was assured by the staff that my card wouldn't be charged again, but it was still charged for the next month. Despite trying to contact your service through Facebook and a friend in the US, I didn't receive proper assistance. It seems there was a misunderstanding as the store claimed they couldn't cancel plans. I believe AT&T should be responsible for this error and refund the charged amount. I hope to have this matter resolved promptly as I have been a satisfied customer in the past. Sincerely, Wuyan

I recently visited a new AT&T store in Cuero, Texas to have my phone number changed. The employee changed my number and inserted a new SIM card, but afterward, my phone stopped working. Another employee tested the SIM card in his phone, confirming it was faulty. When I mentioned my phone was working perfectly before, he rudely suggested I buy a new phone at Walmart for $30/$40. This was upsetting to me as it may not be a significant amount to him, but it is to me. Despite having to purchase a new phone, I managed to get my number changed. It was frustrating that there was nothing wrong with my phone when I arrived at the store.

On August 23rd, I was approved for 10 phone lines, planning to avail of the buy one get one offer, along with Direct TV and internet. Unfortunately, the representative failed to process the order correctly, resulting in a missed installation appointment on August 24th. Despite repeated attempts to rectify this, I faced challenges with the phone lines' approval and obtaining the desired discounts. I have been promised callbacks that never materialized, leaving me frustrated and seeking assistance from a manager to review my approved status and secure the discounts and phone lines as initially agreed. You can reach me at [redacted]. Thank you. - Michelle W.

I terminated my ATT and DirecTV services in late May when I moved out of my home and my one-year contract expired. I specifically requested the cancellation of both services to the representative I spoke with. However, I recently noticed that I have been charged for DirecTV for the past three months despite returning all the DirecTV and ATT equipment as instructed. I have been struggling to reach a representative to address this issue. I am requesting a refund for the last three months' charges and a confirmation that my services are truly canceled. My name is S. Weppner. Account: [redacted]. Associated phone: [redacted]. Email: [redacted].

On 6/9, I submitted my iPhone 6 for a trade-in program expecting $[redacted], but only received a $19 Visa card. Despite contacting the department and verifying the status on 6/18, I was promised a new card which I haven't received as of 8/27. When I called the Trade-In Program department, I encountered unhelpful representatives. One named Bev mentioned escalation, which was unnecessary after 2 months; she became combative and uncooperative. When I asked for an address or email to file a complaint, she refused. Customer Care wasn't any better, with a representative named Carlos providing no assistance. The call ended up being transferred to Billing and Cancellation where Cecila was also unhelpful and rude. In addition to this frustrating experience, I was wrongly billed for unauthorized game purchases, receiving no satisfactory explanation. As a long-time AT&T customer, the declining customer service quality, especially the unprofessionalism, sarcastic attitudes, and poor service of the reps, is disappointing. Hoping for prompt feedback.

On June 3rd in Portland, Oregon, I visited the store to add my granddaughter's phone to my account. An agent suggested switching plans, promising monthly savings. However, upon receipt of my bill in June, I saw a $[redacted] increase. Seeking resolution, I visited the Everett Mall AT&T store on June 19 and spoke to the manager who connected me to the loyalty department. I requested to be reverted to my old plan from June 3rd with proration credits. The manager assured me via email confirmation in a week, but I received no notification. A follow-up chat on June 30 with Brittany G resulted in a promised credit of $[redacted].47, which I did not see reflected in my subsequent bill. After multiple calls and chats with various representatives and supervisors, including Tory, Sonja H., Amy, Vincent, Bastian R, Mary S, Raquel, and Honeylett, the issue of missing credits remained unresolved despite assurances and requests for notes on my account.

I placed an order for new services on August 23 and was given an installation date for the 28th. The technician did not show up, so I contacted AT&T customer service. I received different explanations from three different representatives. The first one mentioned there were no modems for the technician, the second one claimed the appointment was rescheduled but didn't know why, and the manager said it was scheduled for the 4th. Having to wait two weeks for installation is frustrating as I work from home, and this delay is costing me money. Despite being guaranteed the installation for the 28th and having an email confirmation, no one informed me of the date change. This lack of communication and service is disappointing. I intend to share my negative experience with others as this situation is unacceptable.

I arranged for the installation of Uverse450 after being quoted a price of $[redacted].99 and a $[redacted].00 gift card. However, the installation was canceled, and I was informed that the offer was only applicable to new customers. I provided all my details to the representative and mentioned that my contract with Direct TV had ended, and I wanted to switch to Uverse. On the day of the scheduled installation, 27Aug18, I was given five different price quotes which kept increasing. The fluctuating prices and miscommunication have been frustrating, and it feels like unfair treatment towards customers.

I just wanted to express my gratitude towards AT&T for the exceptional service I've received over the years. Visiting the AT&T store at Tempe Marketplace always results in a positive experience thanks to the friendly and professional staff, particularly the manager, Geraldo, and colleagues like Steven and salesperson Lonnie Merono. Lonnie went above and beyond to assist me in purchasing various items like a cellphone case, charger, earphones, and iPad accessories. Her dedication and helpfulness are truly commendable. My interactions with both Lonnie and Geraldo have been so pleasant that I even treated them to lunch to show my appreciation. AT&T has earned my loyalty, and I will definitely recommend them to others. Thank you, AT&T, for being the best!

We are extremely dissatisfied with our AT&T internet service. It works inconsistently, leaving us with no choice but to use our mobile data, causing it to be quickly depleted. Every month, we are reminded to use Wi-Fi after using up our high-speed data, which is ironic considering our internet issues. Our AT&T cellular service suffers when we rely on it solely. The endless cycle of internet outages and poor mobile service has pushed us to consider switching carriers. We expect a refund as the service does not meet our needs, leading to frustration and disappointment. Despite numerous calls to tech support and visits from technicians, the problem persists. We are on the brink of taking further action if our concerns are not addressed promptly.

I've been trying for three weeks to have my line buried underground. Every time someone is supposed to show up, it's never the right person for the job. Last Friday, I called to set it up again, and the person on the phone said someone would come on Monday. The guy called Monday but never showed up. Not only that, I was promised I wouldn't have to pay the start-up fee as advertised in the mail and by the lady on the phone. However, I received a bill for $[redacted] this week even though I haven't had the service for a full month. I was told it would only be $50 after the first of the month. I'm frustrated and tired of being given the runaround and lied to.

I recently moved and requested a 90-day suspension for my Direct TV/AT&T services until I settle into a new home. Despite checking regularly within the 90 days, I was notified of a service start roughly 6 weeks after I left my original house. I contacted customer service and was assured the suspension was active; however, I later received a bill for almost $[redacted]. After spending 2 hours on the phone, I was told the issue was resolved. I then received a notice for 6 months of service suspension until I move to a new city and another bill, this time with late charges. Despite multiple calls to different representatives since morning, I have not found a solution. My wireless bill payment was credited to the Direct TV balance, leaving me with outstanding charges and confusion. I have been advised to pay the full amount and await credits in two business cycles, which feels frustrating and reminiscent of past customer service problems with ATT and Direct TV.

I am encountering difficulties when contacting your customer service line. Despite not being an AT&T customer, I find myself stuck in the automated loop, and when I finally connected with a representative after enduring 38 minutes of waiting yesterday, the call abruptly ended within 30 seconds. This situation is very frustrating. Earlier this month, my debit card was compromised, and one of the unauthorized charges was a $38.50 transaction with AT&T. I have been attempting to resolve this issue for the past two weeks. Approximately 10 days ago, I spoke with a customer service agent who informed me that I would need to provide the debit card number (which I have since destroyed due to the hack) and the amount of the fraudulent charge for AT&T to investigate. I now have this information but am unable to reach anyone to address the problem. I would appreciate any guidance on how to proceed. Thank you.

On August 16th, I contacted customer service for two reasons. Firstly, after noticing a charge for 8 receivers on my recent bill, I discovered I had been erroneously billed an extra $21 per month for 2 years. This occurred after I relocated in July [redacted], and although some receivers were removed and deactivated, the charges were not removed from my bill. Despite being told the matter would be escalated and I would receive a response within 10 days, I never received any follow-up. Additionally, during the same call, I requested deactivation of three out of five receivers, but the wrong receiver was disconnected, resulting in the deactivation of my entire account. I had to wait on hold with technical support for over an hour to have my service reinstated at a higher cost. Moreover, my complimentary HBO and $25 credit were erroneously removed. Despite multiple calls and discussions with various representatives who transfer me between departments, the issues remain unresolved. I am seeking a resolution for the overpayment totaling $[redacted] for the receivers, reinstatement of my free HBO, and restoration of the $25 dual customer credit. I can be reached at [redacted] for further discussion.

I would like my bill credited for the duration of the issues I've been experiencing. My Case Manager, Annette Lane, can be reached at 1-[redacted] ext. [redacted] with access code [redacted]. The case number is OH[redacted]. Despite leaving numerous voicemails from 8-27-[redacted] to 8-30-[redacted], I have not received any callbacks as promised within one business day. The problem remains unresolved and I am becoming increasingly frustrated with this service. The lack of professionalism was evident when tech support cavalierly stated, "It's my money, my option to take my services elsewhere." A technician was scheduled to arrive on August 7, [redacted], between 8:00 am and 12:00 pm but failed to show up despite multiple calls to the representative. After waiting until 4:00 pm (8 hours), I decided to cancel. Subsequently, Dan, the technician, persistently called me three times after cancellation, claiming he was on his way. I explicitly instructed him not to come, as he had already missed the scheduled time frame. My dissatisfaction stems from the inadequacy of service received from January to the present, with multiple technicians visiting without resolving the issue. The lack of communication and unprofessionalism displayed by AT&T staff is deeply disappointing.