AT&T Wireless Customer Service Issues

Archive 11

The following are issues that customers reported to GetHuman about AT&T Wireless customer service, archive #11. It includes a selection of 20 issue(s) reported October 30, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I placed an order for two upgraded phones, with one scheduled for next-day delivery and the other for 5 to 6 days later. I contacted customer service to inquire about the delay, but unfortunately, no one could provide an explanation. I was informed that I needed to be present to sign for the delivery. Even after rearranging my schedule and being home as instructed, I received last-minute notifications to reschedule the delivery. This pattern repeated, causing frustration and inconvenience. Meanwhile, the second phone, shipped via FedEx, arrived earlier than expected. My attempts to communicate via phone and chat were met with technical difficulties and disconnections. All I'm seeking is to receive the replacement phone either as scheduled or conveniently left at my doorstep. It's becoming challenging to repeatedly adjust my plans for deliveries that do not occur as planned.
Reported by GetHuman5417846 on Friday, October 30, 2020 3:33 PM
I am reaching out again because people I call cannot hear me on my phone. This is frustrating as I contacted you just yesterday about not being able to make outgoing calls. I spoke with a manager who was supposed to update me today, but I have not heard anything. This issue has been ongoing for weeks, and now even my daughter is experiencing the same problem. I am tired of having to call and complain every week about this faulty Samsung S20 Plus phone, which is already my third one since last year. I need this matter resolved promptly. Thank you.
Reported by GetHuman5419752 on Saturday, October 31, 2020 3:21 AM
Due to the fires in our area, our phone lines and poles are down, leaving us without internet service. After reaching a live agent at AT&T customer service, I was disappointed to learn they have no estimated time for service restoration. My cellular data has been used up, and AT&T has slowed it down, making it unusable. They offered me an unlimited service plan at an additional cost, which doesn't seem fair since it's their equipment that's faulty. I've encountered both polite and unhelpful representatives, with most being rude and unproductive. It's frustrating to be misdirected and disconnected after spending hours seeking assistance. The lack of service is appalling, and it feels like AT&T is indifferent to our struggles during this natural disaster. I hope for a resolution soon but feel neglected and disrespected as a customer. It's disheartening to see a company prioritize profits over customer care in times of crisis like this.
Reported by GetHuman5429700 on Tuesday, November 3, 2020 4:51 PM
Hello, I purchased a phone at the attached store a couple of years ago with the IMEI number [redacted][redacted], an Alcatel phone. I have upgraded to another phone and have AT&T service for myself, my daughter, and three granddaughters. The fourth kid is not old enough for a phone yet, but she jokingly wants one already. Anyways, I need to unlock my phone so that my family member can use her Metro account on it. She is switching soon but can't do so just yet, and she just needs a phone. Thank you if you can assist. If not, I am unsure why. She really needs a phone. Please help. - Carol C.
Reported by GetHuman5444784 on Monday, November 9, 2020 12:38 AM
Yesterday, I called to request a switch to the Unlimited Extra plan for all three of my lines. I found an offer on the website provided, pricing at $50 per line. However, upon checking, two of my lines were upgraded to Unlimited Elite at a higher cost than expected, while the third line ([redacted]) had unclear pricing. I am unsure if this is due to an error or another reason. Please contact me promptly to verify that my desired plan will be applied, along with any applicable discounts like line auto-pay or national account discounts. If I do not receive a prompt response, I will consider switching to Verizon.
Reported by GetHuman5462398 on Saturday, November 14, 2020 2:01 PM
I purchased an iPhone from samsclub.com, but it arrived device locked. AT&T suggested I return it. I bought the phone on May 16 and sent it back on May 21. Despite making installment payments, I've struggled to resolve the issue. I've contacted AT&T Customer Service over a dozen times, each call lasting over an hour, with no resolution. Today, on November 18, they opened another case, adding to the existing one, but I'm still unable to get assistance.
Reported by GetHuman5475200 on Wednesday, November 18, 2020 10:25 PM
I purchased an unlocked Sony Xperia from Sony and activated it with AT&T for their promotion offering a $[redacted] Visa gift card for bringing your own phone. Unfortunately, it's been 7 months and I haven't received the gift card. When I contacted AT&T, they provided me with incorrect numbers multiple times. Additionally, despite my Sony Xperia being unlocked, AT&T locked it without my consent, causing further issues. I am requesting AT&T to provide the $[redacted] Visa gift card as promised and to unlock my Sony Xperia. I never authorized AT&T to lock my phone. I am considering legal action to address these issues. AT&T's practices of misleading customers and withholding promised rewards need to be addressed. Any assistance in resolving this situation is greatly appreciated. Thank you.
Reported by GetHuman5477875 on Thursday, November 19, 2020 8:38 PM
Regarding Customer Service Summary - I am concerned about the discrepancies in the rates provided during the online chat with "Marchie" on 11/25/20. I have a printed copy of the conversation. I am worried about being charged a higher rate than quoted, feeling it could be a bait-and-switch tactic. I am seeking clarification on this matter. Despite my attempts to resolve this in-store, I am directed to contact customer care. The plan was quoted at $97.50, $22.34 per installment for 2 watches, and $15 for the phone installment (which will adjust after receiving the $[redacted] trade-in). Currently, my bill for January shows $[redacted], causing distress as a long-time AT&T customer.
Reported by GetHuman5513539 on Wednesday, December 2, 2020 3:31 PM
My spouse and I have been long-time AT&T wireless clients. It's clear our plan is outdated. We currently use direct debit for payment, and our recent phone bill amounted to $[redacted]. Considering the new phone packages, we would like to switch to a plan that includes access to 5G internet. Some other providers are giving away free iPhones and other bonuses to attract customers. Could AT&T possibly enhance our current plan and provide us with extra premium services?
Reported by GetHuman5514013 on Wednesday, December 2, 2020 5:27 PM
I recently signed up for services at the AT&T Store and was promised 2 new phones for $5/month each. However, after receiving my bill, I realized I was being overcharged. When I tried to cancel my contract, AT&T charged me a restocking fee of $[redacted]. Despite efforts to resolve this, I have not been reimbursed. I am disappointed in AT&T's lack of accountability and customer service. It seems like they may have a policy of dishonesty to pressure customers into false contracts. I even reached out to the CEO, but have not received a refund.
Reported by GetHuman5514289 on Wednesday, December 2, 2020 6:23 PM
I am having difficulty applying the Federal Government discount to my new account. The local store was unable to assist due to being busy. I am only being billed for one line, although I have five in total. I encountered issues transferring the other four lines at Best Buy which were resolved at the store, yet I still received a bill for only one line. Considering canceling the entire transfer from Sprint/T-Mobile to AT&T due to discrepancies in the offer promised by representative Juan Pablo Mendez. The trade-in process resulted in a lower credit amount than expected, and I feel misled by the information provided. Considering returning to Sprint/T-Mobile with their offer of a $[redacted].00 credit per line. Hoping for clarification and resolution on these issues. Thank you.
Reported by GetHuman5514951 on Wednesday, December 2, 2020 9:33 PM
I am having trouble applying the Federal Government Discount to my new account. The local store couldn't help either, as they were busy assisting many customers. I received a bill for only my wife's cell phone, even though I have five lines. When trying to transfer all five lines through Best Buy, I encountered an error between the systems. I completed the transfer of the other four lines at the local store, but I still got billed for only one line. I am considering canceling everything. I switched my five lines from Sprint/T-Mobile to AT&T for the iPhone 12 and 12 Pro Max offers, along with the federal employee discount. However, the trade-in process did not go as I was originally told, and the trade-in credit amount was lower than expected. It seems like there may have been misinformation from AT&T to attract new customers. I am feeling misled and may return to Sprint/T-Mobile for the better offers they presented me. I hope this can be resolved by clarifying any miscommunication or errors on AT&T's part. I would appreciate any help with this matter. Thank you.
Reported by GetHuman5514951 on Wednesday, December 2, 2020 11:03 PM
I'm experiencing difficulties applying the Federal Government Discount to my new account. The local store was unable to assist me effectively as they were understaffed with only two representatives handling many customers. I encountered issues transferring all five lines to AT&T through Best Buy, resulting in a bill only for my wife's cell phone. Despite being assured at the store that all lines were consolidated under one account, this was not the case. I am considering canceling my service after discrepancies with the trade-in promotions for the iPhone 12 and 12 Pro Max. The trade-in amount received differed significantly from the information provided by an AT&T representative, causing confusion and frustration. I feel misled and am contemplating returning to Sprint/T-Mobile, who have been more accommodating with offers and credits. I hope for a resolution to these misunderstandings and expect AT&T to honor the trade-in values as promised to maintain our business relationship. Thank you for your assistance in addressing these issues.
Reported by GetHuman5514951 on Wednesday, December 2, 2020 11:05 PM
I recently bought an AT&T cell phone in Montrose, Colorado at City Market. Unfortunately, the screen shattered within two weeks due to the design of the phone, which requires almost peeling the front off to access it. I believe there may still be a warranty on the phone, but as I reside in Nucla, Co, a small mountain town, I don't have access to the store where I bought it. I am looking to exchange this phone for a more durable model that won't break so quickly after purchase. Thank you for your assistance. Eileen Shannon Burke
Reported by GetHuman5521559 on Friday, December 4, 2020 4:43 PM
My daughter purchased a new phone at an AT&T store on 11/3/20 during a promotion. She was informed that she would be making monthly payments of $26.67 for 30 months totaling $[redacted], but no written agreement or details were provided. When she inquired at the store, they mentioned it would be a lump sum in a few billing cycles. The first invoice shows a "-26.67 one-time credit," which contradicts the initial payment plan. Additionally, she was enrolled in Protect Advantage and AT&T Next without her authorization.
Reported by GetHuman-grdwzoo on Saturday, December 5, 2020 5:14 PM
My daughter purchased a new phone at an AT&T store on 11/3/20 under a promotional offer. Unfortunately, she did not receive any documentation confirming the terms of the agreement. The store informed her that she would be making monthly payments of $26.67 for 30 months totaling $[redacted], but when she followed up, they mentioned it would be a lump sum payment within a few billing cycles. When reviewing the first invoice, it showed a "-$26.67 one time credit" which was confusing. Additionally, she was signed up for Protect Advantage and AT&T Next without her consent. I am seeking to have the agreement clearly outlined in writing, the unauthorized services removed, and a refund for any associated fees.
Reported by GetHuman5524990 on Saturday, December 5, 2020 5:15 PM
I made a $[redacted] deposit for an Apple Watch Series 6 on 09/28/[redacted] at the AT&T Store in Wayne, PA. The total with tax was $[redacted].80. I never received the watch as I canceled my wireless account soon after. AT&T kept the deposit after resolving a billing issue. It's now December, and I haven't received the refund. My original payment method is not valid as the debit card has been replaced. I called customer service, but they couldn't locate the transaction. However, the store had no trouble finding it. I have all the necessary documentation. The Transaction ID is XF68113KGUCWK. I hope this can be resolved, and I can receive my refund promptly.
Reported by GetHuman5527077 on Sunday, December 6, 2020 1:53 PM
I visited the store to purchase glass protection for my prepaid phone. The employee there tried to switch me to a monthly plan, but I declined as I wanted to test out my new phone first. She requested my ID, stating it was store policy. After leaving, she accessed my prepaid account without my permission and obtained my social security number without me providing it or filling out an application. A month later, I received a bill for $[redacted] for a monthly service with an unknown number. Upon returning to the store, I discovered that the employee had been promoted and was no longer working there.
Reported by GetHuman-kempcarm on Monday, December 7, 2020 6:11 PM
I purchased an iPhone 12 online which arrived in 3 days. Within the 14-day exchange period, I contacted customer service to swap it for an iPhone 12 Pro. After a 9-hour call, I was informed to send back the iPhone 12 before the exchange. I shipped it via USPS on Nov 13, but a month later, Newgistics hasn't delivered it to AT&T. As a 20-year customer, it's frustrating that they didn't ship the replacement first for a smoother process. Despite contacting AT&T multiple times, no one can provide updates, only asking me to wait. It's disheartening that the lack of care for a long-time customer is evident in this situation.
Reported by GetHuman5532042 on Monday, December 7, 2020 11:58 PM
I recently upgraded my service about a month ago to add a line and set up auto pay for my wireless account only. However, since then, I have noticed that my bills are now combined and show two different amounts. I have been attempting to make a payment for the past two days, but your telephone lines have been constantly busy. Whenever I manage to get through and they call me back, the call gets disconnected. The store was unable to assist me and directed me to the [redacted] number for help. Currently, my bill is not on auto pay as requested, and the amounts charged are higher than what was initially quoted when I added the line and extra services. This whole situation has been very frustrating and has made me consider canceling my service after being a loyal customer for several years.
Reported by GetHuman-thematas on Saturday, December 12, 2020 5:26 PM

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