AT&T Customer Service Issues

I've been an AT&T customer for over 20 years. Recently, my SIM card was deactivated, and when I visited the AT&T store, they informed me of a security hold on the account. Despite being an authorized account holder, they insisted I needed the primary account holder's presence to resolve the issue. Frustrated, I contacted AT&T and a supervisor promptly assisted me by verifying my details and fixing the SIM card in just 10 minutes. This was resolved without involving the primary account holder. I was disappointed by the customer service I received at the AT&T store in Gainesville, FL. The employee did not make an effort to contact specialists and just provided me with a non-working phone number to call myself, which was quite embarrassing. I plan to visit the store during the week to speak with the manager about this incident and ensure such situations are handled better in the future. Thank you.

We are facing a serious issue with our prepaid phone service through ATT, which has been repeatedly interrupted for unwanted sales pitches. This phone is crucial for an 80-year-old disabled veteran who lives alone - it is their lifeline. Despite efforts to resolve the problem by speaking with customer service and a supervisor, ATT has been uncooperative and intends to shut off the phone again in a few days. They have informed us incorrectly about the service's termination date and seem indifferent to the risks posed to vulnerable groups like the elderly and children who rely on simple phones for emergencies. This situation is unacceptable and potentially life-threatening. We are taking steps to address this with regulatory bodies and demand an immediate resolution to ensure the phone remains active until we can safely obtain a new device and plan. ATT's actions prioritize sales over human safety, which is deeply concerning.

I recently switched from Sprint to AT&T with three phones and an Apple Watch. Unfortunately, I encountered numerous issues throughout the process. My phone wasn't delivered as promised and there were misunderstandings regarding services like HBO and the elite plan. After spending over 30 hours trying to resolve these problems, I returned the phones, but there was confusion about which ones were returned. Despite providing my Sprint account information multiple times, it wasn't clarified that the phones needed to be paid off before the transfer. I had frustrating conversations with customer service representatives like Daniel and Juliette, but no resolution. This has been an ongoing issue for almost a month, causing considerable stress for my husband, who has Parkinson's, and me. I am seeking assistance in rectifying the Sprint bill and ensuring the return records are accurate, or I may consider returning to Sprint. I hope for a positive resolution to continue my service with AT&T. Thank you in advance for your help.

I need to share a concern about my internet service with ATT. I have been a loyal customer of ATT wireless for many years and recently switched to using their internet as well. As a retiring Air Force member engaged in an online program, I rely on a stable internet connection. Sadly, the connectivity provided by ATT is consistently poor, with frequent wireless dropouts daily. Despite contacting ATT around 6-7 times, the issue remains unresolved. My recent interaction with a floor supervisor named Clement left me dissatisfied as he refused to send a technician without a fee and claimed no connectivity issues based on diagnostics. It's frustrating to be met with such obstacles when seeking assistance with a genuine problem. I even have evidence from my Smarthome app capturing the Wi-Fi drops and a transcript of my conversation with Clement. I urge ATT to address this recurring problem promptly, as I am contemplating canceling the service due to the lack of support. I am eager to discuss this matter further with a knowledgeable representative who is willing to assist me effectively.

I spoke with a sales manager named Katrina Smith in the Dallas, Texas corporate office. She informed me that she would resolve my issue by authorizing an AT&T phone for me. She instructed me to select an AT&T only phone priced between $50 and $[redacted] on Walmart's website. Following this, she assured me she would refund the cost (not exceeding $[redacted], tax included) to my card once I emailed her the receipt, which I promptly did. Additionally, she provided her direct contact information and mentioned she would credit me for half of my phone service due to ongoing service issues. Our conversation took place on August 19th, [redacted]. Despite my attempts to reach her through emails, calls, and voicemails, there has been no response from her. I am seeking the refund for the phone as promised to me. Currently, I have incurred over $[redacted] in expenses including the phone and two months of service fees paid without usage.

We recently upgraded our modem to a new one due to it being outdated. However, after setting it up, we encountered an issue of not being able to make or receive calls on the landline. The green light flashes but there is no dial tone. I attempted to use the Smart Home Manager app but am unable to proceed without the correct user ID and password. While I have the account number, I do not possess the passcode required to complete the account setup. I kindly request AT&T's assistance in resolving the phone problem and assisting me in either re-sending or resetting the necessary codes to utilize the app.

I've spent around seven hours on the phone with AT&T in the past three days trying to sort out an issue with ordering a new iPhone 12 Pro Max and exchanging my 6s Plus for credit. Despite efforts at a store today, where an employee named Lexi did her best to help, there were still issues. The initial phone order didn't ship due to me not being able to accept terms and agreements, even when trying in-store. An agent named Micheal tried to set up a separate account linked to my mother's plan, but the line got disconnected before completion. Subsequent attempts led to unhelpful transfers and disconnections. Now, after wasting my day off on this, my phone is malfunctioning, and I've been on hold for forty-five minutes with no resolution. I require someone capable of managing this situation promptly and effectively.

I am having trouble logging into my AT&T account and my bill is higher than expected. I ordered a phone nearly a month ago, paid the taxes, and spoke with a supervisor about the numerous issues I encountered. Despite this, I have not received the phone I paid for, never used my second line, and don't even know where the SIM card is. It is taking an incredibly long time for AT&T to send me my second phone, and now my bill is over $[redacted], even though I've only had service for about a month and made a payment with a $50 credit on my account. The situation is outrageous. The last supervisor I spoke with had to inform me of a different promotion because I was initially told I could get the Samsung S21 for free or with minimal monthly payments. However, after paying taxes on the phone, AT&T sent the wrong SIM card twice. This led to delays, and when I tried ordering the same phone again, I was told it was unavailable. I opted for an iPhone instead but asked if I could exchange it within 25 days if I didn't like it. If these issues persist, I may have to consider ending my AT&T services altogether.

I am a business customer with AT&T for wireless and internet services. Recently, my accountant and marketing director passed away due to COVID, leaving me unable to access my business checking account. I reached out to AT&T via email to request bill forgiveness for my wireless account due to the extreme hardship our company is facing. Unfortunately, I had a disappointing experience when speaking with a supervisor named Linda over the phone. Despite my situation, she was unsympathetic and unhelpful, refusing to escalate the issue. I urge AT&T to review the call recording for quality assurance purposes. Given the urgency of the situation and the impending changes to the bank account, I kindly request assistance with the bill before today's service cutoff. I can be reached at [redacted]. Thank you for your prompt attention to this matter. Sincerely, Jatinder Malhi. Business Name: Lions Roar. [redacted]

I have noticed a recurring dropped call issue in my area that has been ongoing for a few months. It seems to occur consistently within a specific stretch of road near my house, with clear conversations suddenly disconnecting. This issue also extends to sporadic audio loss and dropped calls within my home. These problems have only started recently and are not present at any other time during calls. The affected area is along Snydersburg Rd. between its intersections with MD [redacted] and Cape Horn Rd., close to [redacted] Millard Dr. I believe it is necessary to inform network engineers and technicians about these issues. Thank you. - J. Favorite

I wanted to share my recent experience with the Idaho CSA. They were exceptional in their efforts to convince me to upgrade to Fiber. Despite being a loyal AT&T landline customer for 35 years, they managed to secure me a $[redacted] Visa Reward card, a deal usually only available to new customers. However, after signing up, I encountered issues that have left me disappointed. Unfortunately, I never received the Visa card promised to me. When I reached out, all they could offer was a $[redacted] credit. Additionally, the Fiber service I upgraded to has been disappointingly slow, not meeting the speeds I was assured I would receive. The technician who attempted to assist me in resolving the issue was also unhelpful and condescending. This has led me to reconsider my satisfaction with the service provided.

Our family, including my son and daughter-in-law, as well as my wife and I, recently switched our mobile service from Verizon to AT&T. We were enticed by a four-line deal, a service man discount, and the option for my son to trade in his phone for a new iPhone. The store clerk assured us that everything could be arranged accordingly. Following her advice, we ended up purchasing two new iPhone 10s, trading in our old phones, and paying over $[redacted]. Unfortunately, we later discovered that my son's Note phone could not be traded in or used with AT&T. Despite the initial assurances, only my wife and I are on the new contract, and my son is experiencing difficulties as his time with Verizon is coming to an end. He was misled into the agreement and is now phoneless, leading to frustrating interactions with AT&T customer service. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you, Mark Blend (A new customer)

I have an LG V40, model 405UA, which was given to me as a gift and is locked to AT&T. I attempted to unlock it through AT&T's service, but it was labeled as "possible fraud" because it has never been used on their network even though it was unboxed. However, when I checked the IMEI on other platforms, it came back as clean. Despite contacting live chat and being told it cannot be unlocked, I was not given a reason why. The phone is not reported as lost or stolen, but it's unclear if it's linked to an unpaid account. I am currently using it on Wi-Fi only in Europe for almost a year without any issues. It is not Google-locked or blocked by any provider, but I am unable to use a different SIM card. I remain on the original ROM with no updates, and I would appreciate any assistance with resolving this unlocking dilemma.

I have been erroneously charged for a cellphone device by AT&T that I never received. Despite numerous attempts to resolve the issue through phone calls, store visits, contacting the fraud team, and online chats, I have not received a satisfactory resolution. I purchased an iPhone 12 in-store only to later discover two additional iPhones on my account. AT&T claims one was delivered to me, yet I never received it. The company tracked the device's activity which showed it was briefly turned on but has not been used since. Despite providing all necessary details and requesting actions such as tracking the device, blacklisting it, filing a fraud report, and even involving the police, my account has not been corrected after months of frustration. I have been overcharged more than $[redacted] monthly, which is unacceptable. I require immediate assistance from AT&T to remove the unauthorized device, cease the charges, and credit my account appropriately. The lack of resolution and poor customer service throughout this ordeal have been extremely disappointing. My current devices are iPhone 12 (line [redacted]), iPhone XR (line [redacted]), iPhone 7 ([redacted]), and an iPad. Additionally, I have not received the $[redacted] credit promised for returning my old iPhone 10X. I urge AT&T to rectify these issues promptly.

I am experiencing ongoing issues with my DSL service and am frustrated with the customer support experience I have had. I've been promised callbacks that never happen, despite multiple attempts to resolve my problems. My DSL phone number is [redacted]. It's disheartening to hear each representative acknowledge my service issues but then pass me off to someone else who doesn't follow through. Despite having a new DSL box and two technicians visit my home, the problem persists. If AT&T cannot address this recurring outage by tomorrow at 3:00 PM EST, I plan to switch providers. The frequent outages in the past two weeks have been disruptive and unacceptable for a service I am paying for. Unfortunately, the quality of service and lack of resolution from AT&T has compelled me to seek alternative providers.

I recently received a new phone from At&T, although I did not request one and do not plan to use it. After receiving a text message on 9/7, I understand that my current phone will only be able to call [redacted] and [redacted] until Feb [redacted] if I do not activate the new device. When I called [redacted] for assistance, I was told that I could keep using my current phone without activating the new one. Unfortunately, today my SIM card stopped working, leaving me unable to make calls for work. As I rely on my phone for my job and don't have a landline, this situation has become extremely inconvenient. I need help urgently.

On behalf of my 82-year-old mother, I am sharing this feedback. It is concerning that after being a loyal AT&T customer, her Wi-Fi router malfunctioned. Having limited income and not fluent in English, the router is crucial for her communication and staying in touch with family. Unfortunately, AT&T terminated her service when the router failed and demanded $[redacted] for removal without offering any additional help. They declined to send a technician to repair or replace the broken device. This conduct is not in line with AT&T's usual high standards and is distressing. My mother is upset that she can't connect with her family, and we urge AT&T to address this promptly. - M.K.

Our recent bill shows a $[redacted] increase from our usual amount. After contacting AT&T, we were informed that our longstanding North America Plan is no longer valid, resulting in charges for calls to Canada. Despite being grandfathered into the plan, we were not notified of the change in advance through prior bills or emails. AT&T suggested a new plan that includes Canada coverage for an extra $15 monthly, rather than removing the $[redacted] charge. We are seeking the removal of the $[redacted] charge, restoration of our original North America plan, and cancellation of the unnecessary $15 Canada plan. It is disappointing that loyal customers of over 10 years are being offered reduced services for a higher price by AT&T.

My bank alerted me to a $[redacted] transaction attempt on my debit card, but fortunately, it was declined due to insufficient funds. The transaction was suspicious as I don't use this account for paying my ATT bill, which is also not anywhere close to $[redacted]. The provided details show the decline, the transaction amount, the merchant as ATT*BILL PAYMENT, and the date 09/15/[redacted]. I've already reported the card as stolen and now need to wait 5-7 days for a new one, which is quite inconvenient. Any insights into what could have caused this fraudulent charge would be appreciated. -A.T.

I have been receiving messages and notifications from AT&T about a person named Roberto, although my name is Steve. I am receiving contest drawings and Facebook messages intended for Roberto. The phone number associated with these notifications is [redacted], which is not my number. My correct number is [redacted], which I have already had to change twice due to this issue. It seems there has been a crossover of some sort at AT&T, possibly because Roberto or I mistakenly logged into each other's Facebook accounts. I receive messages about Roberto consistently every week and I would like this problem to be resolved. Kindly contact me via email or phone to provide a solution. Thank you.