AT&T Customer Service Issues

Archive 16

The following are issues that customers reported to GetHuman about AT&T customer service, archive #16. It includes a selection of 20 issue(s) reported November 7, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good Afternoon, I hope this message reaches you in good health. I have been attempting to contact you with no success as you are currently away until December 15th. I subsequently tried to reach Sean, whose contact information was provided on your office voicemail. Unfortunately, it seems he may have left the country as his number is no longer in service. I then attempted to contact Geneva for several days, yet she has not responded to any of my calls, indicating she may be out of the office. I have encountered difficulties reaching Corporate as it directs me to an overseas department. Kindly assist me in identifying the appropriate individual to address my invoicing concerns and resolve the inaccuracies in my AT&T services bill. Thank you.
Reported by GetHuman-supakat on Wednesday, November 7, 2018 3:07 PM
When I first signed up for my AT&T account a few years ago, I used to send in a check every month. Recently, I switched to autopay for convenience. Despite being slightly late with payments a couple of times, I was never at risk of disconnection. Currently, I am in the process of changing bank accounts but have not finalized it yet. Although my account is up to date and paid, I have been without internet for four days. It was frustrating to learn today that the reason is supposedly due to being removed from autopay. This explanation seems illogical as my bill has always been current. It took multiple attempts and transfers to various representatives before this reason was provided to me. Limited options for internet providers in my area further compound the issue. Today, I'm tending to my sick child who cannot access their favorite shows online. I am deeply dissatisfied with this level of service.
Reported by GetHuman1524114 on Thursday, November 8, 2018 4:36 PM
I recently upgraded my internet speed to take advantage of a promotion. A technician was scheduled to come on 10/31 between 1-3 pm, but they texted to say they were running late. I agreed to keep the same day for installation, but no one showed up by 8 pm. The next day, I was told they missed me, although I wasn't informed they would come on 11/1. I rescheduled for 11/8, with the same delay and offer to keep the service that day. After speaking with an agent to reschedule, my landlines, broadband, and WiFi stopped working. I've been a loyal customer since [redacted] and requested same-day repair, as I didn't cause the service interruption. I was disappointed that they couldn't accommodate my work schedule and only offered next-day service. It's frustrating that they expect customers to adjust to their convenience. This kind of treatment is not professional for a customer of 34 years. If this continues, I may consider switching providers.
Reported by GetHuman-aidahung on Friday, November 9, 2018 4:24 AM
My grandmother is an AT&T customer who has faced a troubling situation. Despite requesting cancellation of services except for wifi over two months ago, none were stopped, and now the wifi has been suspended. After a recent call where they instructed her to pay $50 to reinstate the wifi, it still remains off. Despite reassurances that her services were canceled as requested, a new bill claims otherwise, totaling over $[redacted]. I am seeking resolution by clearing the bill and ensuring that only the wifi service remains active.
Reported by GetHuman1533597 on Saturday, November 10, 2018 2:00 AM
I attempted to enroll in Auto Pay, and after receiving a letter confirming my enrollment, I later received another letter requesting me to re-enroll as the initial enrollment was unsuccessful. I proceeded through the enrollment process again but received another letter stating the enrollment was still unsuccessful. Meanwhile, my bill was approaching delinquency. After contacting the agent for the third time, she promised to make a payment over the phone and assured me that everything was sorted, even re-enrolling me in Auto Pay. However, upon checking my account online, I found that the bill remained unpaid. The agent stated that my bank had rejected the payment due to an incorrect account number. After verifying with my bank, I discovered that the account number provided to them was not the one I had given the agent. Following numerous calls, I requested to escalate the issue to a supervisor but was kept on hold for 45 minutes without any resolution. Despite being assured that a supervisor would call back within 30 minutes, I never received a callback.
Reported by GetHuman-jjdub on Saturday, November 10, 2018 3:31 PM
Dear AT&T, I have been seeking help with an issue for over a month to no avail. On 10/14, I requested a cruise package adding internet and phone services, but was sold the wrong international package by an agent named Ricardo, causing over $[redacted] in charges. I contacted Suzette and Julio from the Elite and international services, but they couldn't adjust the bill due to system issues. April also couldn't assist and mentioned system problems. This ongoing issue is frustrating, time-consuming, and costly. I have cruised before with the correct package. I need a prompt resolution as this situation has caused me stress and taken me away from work. I can be contacted at [redacted] or [redacted]. I hope for a timely response today.
Reported by GetHuman-mrsagerd on Saturday, November 10, 2018 7:38 PM
After enduring a challenging experience with AT&T, I successfully transferred my number to a new carrier. Despite facing a $74 balance due to delays caused by AT&T's technical issues, I have been actively disputing this charge. Unfortunately, the new carrier's service did not meet my expectations, with poor coverage in crucial areas. Now, I am contemplating returning to AT&T with my own iPhone X, seeking concessions as a nearly 20-year loyal customer. I hope AT&T will acknowledge the inconvenience I faced during the three-week transition and the extensive time spent on calls with their representatives. I possess detailed records of our interactions. I trust that AT&T values my family's numerous service lines, additional features, and subscriptions and will welcome us back without any FCC complaints regarding the [redacted] WLNP Mandate violation.
Reported by GetHuman-sergeda on Sunday, November 11, 2018 9:56 PM
I encountered an issue with my online phone order. Initially, I was approved for one phone and provided all necessary verification details, including my Visa card information. The confirmation stated the phone would be sent to my address within 2 to 3 business days. However, I received a cancellation letter today, indicating they couldn't verify my information. This was puzzling as it had shown my address was verified and the approval was granted previously. The letter instructed me to visit their location to reorder. Unfortunately, my busy work schedule prevents me from doing so. I selected delivery to my address due to my demanding work hours of 10-12 hour days, six days a week. Regrettably, the sudden cancellation and the inconvenience of reordering have led me to consider other service providers like Sprint or T-Mobile instead of AT&T. Despite understanding the need for security measures, the situation is disappointing. My details were provided, and now I find myself without a phone. Dissatisfied, William D.
Reported by GetHuman-billhdy on Tuesday, November 13, 2018 6:15 AM
On 09/22/[redacted], I placed an order for an iPhone XS but canceled it two days later on 09/24/[redacted]. I never picked up or activated the device. Despite the cancellation showing in the order section of AT&T's website with order number 22-[redacted][redacted], the device is still on my account, and I am being charged for it. I've called three times about this issue. The second call even generated case number CM[redacted]1_[redacted]76, but when I called for the third time on 11/12/[redacted], I was told no such case existed. The attached number to the device is [redacted] with no activity. I need this resolved before my bill is due today as I won't pay for something I've never had. This experience has made me hesitant to switch my main number to AT&T from VZW due to the lack of support and confusion surrounding this matter.
Reported by GetHuman1551171 on Tuesday, November 13, 2018 2:55 PM
I have been a loyal customer using the email [redacted] After purchasing a new iPad, I noticed most of my emails were going to the junk folder. One message stated my request to deactivate the email was accepted, causing me to panic. I clicked on it, and it said my email would be deactivated in an hour unless I responded. I tried to email back but it bounced as undeliverable. I fear it might be a scam. I wish to keep my email active and avoid any issues with my new iPad due to clicking on the wrong email. If AT&T contacted me, they would have provided clearer instructions on how to respond. Any advice on how to handle this situation would be greatly appreciated.
Reported by GetHuman-davisbbt on Tuesday, November 13, 2018 5:59 PM
I recently experienced an unexpected transfer of my long-distance service from AT&T to Excel without my consent. Following this, my phone was erroneously disconnected during the transfer from one account to another. After speaking with a total of 13 customer service representatives over the course of three days, I was assured that my long-distance service would be reinstated by 8 pm CT yesterday, only to find out that my landline service had been mistakenly disconnected. Despite being informed that service would be restored within 2-3 hours, my long-distance service remains with Excel, a provider I did not choose.
Reported by GetHuman1554335 on Tuesday, November 13, 2018 9:55 PM
I believe the advertisement offering discounts to military personnel should be removed promptly. I presented my DD [redacted] at an AT&T office seeking the veteran discount as advised over the phone. However, I was informed at the store that I did not qualify due to not having the right package. It is disheartening as a discount should not be tied to a specific package. I was then told to switch to another package that would cost me an additional $35 per month. This experience was disappointing, and I urge for an apology to all military personnel and the removal of the insensitive ad. The actors in the ad likely do not have firsthand military experience, making the advertisement misleading. Despite being a long-time customer, I am very let down by this program's execution.
Reported by GetHuman-jlsuggs on Thursday, November 15, 2018 1:26 PM
Hello, I purchased an international phone plan for my trip abroad, but unfortunately, it did not function properly. I faced issues with sending text messages as soon as I arrived at the airport. After connecting to WiFi, I asked my mom in the US to contact ATT to resolve it, and though it worked for a few days, the problem resurfaced. The main reason for the $[redacted] charge this month was due to exceeding my data limit, even though I had turned off my data. After contacting ATT, they reduced the extra charge by $30. Despite this, my bill is still high, leading me to take on an additional job to cover it. It's frustrating that the phone plan I relied on to stay connected with my family during my solo travels didn't work as expected. Thank you, Kelsie
Reported by GetHuman-kmnst on Thursday, November 15, 2018 9:24 PM
I am disputing this bill as I have not been credited for incorrect charges. I have spent hours on the phone with no resolution. Please adjust my bill as agreed, I will pay $[redacted] this month. DirecTV continued to bill after cancellation, and I was wrongly charged cancellation and WiFi extender fees. I now lack cable access through U-verse. Tech support was unhelpful, insisting on sending a technician. I refuse. Please charge me $[redacted], cease further billing, and cancel my service without fees. Otherwise, I will escalate this to the BBB. I will not pay for unfulfilled services. Kindly address this promptly to prevent unnecessary credit issues. Thank you. From, J.G.
Reported by GetHuman-mijary on Friday, November 16, 2018 10:44 AM
I contacted Derrick in Las Vegas at the Loyalty Department to inquire about purchasing an iPhone X for my grandson, who is on my account. He offered me the iPhone X for $[redacted].50, an iPhone 8 for $[redacted].50, and an iPhone 8 Plus for $[redacted].50. I requested a call back as I wanted to potentially purchase phones for my other grandchildren at those prices. However, despite Derrick promising to call me back the following Thursday, he never did. I've been struggling to find assistance within the Loyalty Department ever since. It's frustrating to spend hours on the phone only to be presented with different promotions each time. As a long-time customer of AT&T and Directv, I'm disappointed by the inconsistency in the information provided. I'm unsure if anyone at AT&T truly honors their promises, and it's frustrating to encounter such discrepancies within the company.
Reported by GetHuman-curtises on Friday, November 16, 2018 4:37 PM
I contacted Derrick from the Loyalty Department in Las Vegas about purchasing an iPhone X for my grandson. He offered the iPhone X for $***.**, iPhone 8 for $***.**, and iPhone 8 Plus for $***.**. I requested a call back to consider buying for other grandchildren at the same price, but I never received the call as promised. I have been struggling to find help from the Loyalty Department through multiple phone calls, encountering conflicting information and promotions. As a long-time customer of AT&T and Directv, I feel frustrated by the lack of consistency and follow-through. I hope AT&T can honor the original offer provided by Derrick and resolve this issue promptly.
Reported by GetHuman-curtises on Friday, November 16, 2018 4:52 PM
I've been a customer of your cell phone service since [redacted], back when it was Cingular. I recently canceled all my services except for the home phone on July 6, [redacted], during a period when I was having my home phone ported. The customer service I received was subpar, and I've been trying to get a refund on my Uverse and internet bill since July. Despite multiple attempts to reach out, the agents I spoke to didn't seem to value my concerns. I am quite disappointed with the level of service I have received from your company. I was informed a couple of days ago that my case would be escalated to the dispute department, but since then, I have not received any updates. I would appreciate it if you could assist me with this matter. Thank you, Linda Donaldson
Reported by GetHuman1575538 on Saturday, November 17, 2018 1:45 AM
A few months ago, I purchased an AT&T hotspot for my cabin. Upon receiving it, I tried to activate it but encountered issues. After multiple frustrating calls and a visit to the AT&T store in Leesburg, VA, the device still couldn't be activated. I returned it and was assured I wouldn't be charged. However, I have now received a bill claiming the account was activated. Despite explaining the situation to customer service, a past due bill arrived. I have never used the service, as I returned the device promptly. I refuse to pay for a service I never used due to AT&T's failure to activate it. I urge AT&T to cancel the account, waive the fees, and resolve this matter. Customer service had reassured me the fees would be waived, yet I am still being billed. I seek a resolution promptly. Thank you, Carly.
Reported by GetHuman1575719 on Saturday, November 17, 2018 2:31 AM
On 10/23, I was promised credits of $[redacted].02 by an agent via chat to be applied by the next billing cycle. However, upon checking my new bill, the credits were not applied. After contacting several agents, one located the chat confirming the credits but later informed me that AT&T's back office denied the credits despite the evidence in the chat transcripts. It's frustrating to see a company not honoring their promises, especially when it's clearly documented. Being a long-time loyal customer, this experience with AT&T has left me disappointed.
Reported by GetHuman-gjharri on Saturday, November 17, 2018 3:22 AM
I've spent a total of 3 hours on the phone with AT&T and visited their store, only to be directed back to the same phone number. My phone, which I've owned outright since day 1, is locked without any outstanding payments. I've tried unlocking it multiple times on the website, but each time there was an error indicating a mismatch between my phone number and IMEI number. I'm frustrated after 3 days without a working phone. I request AT&T to unlock it free of charge immediately. If this remains unresolved, I will be forced to file an FCC complaint. Thank you.
Reported by GetHuman1588855 on Monday, November 19, 2018 6:32 PM

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