AT&T Customer Service Issues

I entered into a two-year contract with Direct TV, but have been experiencing continuous issues since the first month. I was promised a monthly fee of around [redacted] dollars for the duration of the contract, but after just one year, my bill increased to [redacted].00. When I inquired, I was informed that my promotional offer had ended, and no new deals were available. Following my complaint, I was connected to Antonio in the Loyalty Department on June 25, [redacted]. Antonio assured me that he would adjust my fee to [redacted].00 per month, which I accepted. However, my bill for the following month was approximately [redacted] dollars. Upon contacting customer service again, I was simply told they couldn't assist me further. This situation is incredibly frustrating, as I expect the agreed-upon rate to be honored for the remainder of my contract term. Kindly address this matter promptly.

In May [redacted], I updated my iPhone's iOS, resulting in poor service. Calls started to drop and cut out. I reached out to AT&T who suggested a phone reset, but it didn't help. They offered a new phone due to an upgrade. Upon receiving the new phone on June 17, [redacted], I activated it with my Apple ID. AT&T mistakenly added a new phone line. I contacted them immediately on the same day to explain I didn't request a new number ([redacted] area code). They sent a return label for the phone with the [redacted] area code, which they received on June 30, [redacted]. They then sent a Galaxy 8 with no charge. However, AT&T continues to bill me for the [redacted] area code phone. Despite numerous calls, they haven't corrected the billing. They claim removing the number would incur a cancellation fee, which I did not authorize in the first place. I request the fraudulent charge be removed. Jim Manning

Upon receiving my recent phone and internet bill, I was shocked to see it was triple the usual amount. As a person on disability, this bill accounts for a significant portion of my income. When I signed up for the internet service, I expected any overages to result in slower speeds, not excessive charges on my bill. I am now considering shutting off both services to avoid being unfairly charged such exorbitant fees. I plan to review my AT&T plan and look for a new internet provider and phone company to ensure I am not being exploited financially. I am extremely frustrated about this situation and may not be able to access any emails you send me once my services are disconnected.

Subject: AT&T Payment Arrangement Confirmation Hi Jolynn, I acknowledge the payment arrangement you made for the following: Service Type: U-verse AT&T Account: [redacted] Payment Method: Other Payment Date: October 3, [redacted] Amount: $20.00 Service Type: U-verse AT&T Account: [redacted] Payment Method: Other Payment Date: October 20, [redacted] Amount: $89.04 Please ensure that you honor this payment arrangement to avoid any service interruptions. Failure to comply may result in temporary suspension of services and additional fees for service restoration. You can manage your billing and payment details by signing in. Thank you for choosing AT&T. Sincerely, AT&T --- *Note: This is a system-generated message. Please avoid replying to this email.* ©[redacted] AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, and DIRECTV are registered trademarks of AT&T Intellectual Property and/or its affiliates. All other trademarks are the property of their respective owners. Privacy Policy Legal Policy Center

In May, my Samsung S8+ of over 3 years began having issues like dropped calls, frequent shutdowns, and freezing. After contacting ATT multiple times, they claimed it was a hardware problem that couldn't be fixed and suggested I use my upgrade for a new phone with waived fees. However, upon picking up the new device, I was unexpectedly charged $95 plus other fees they promised wouldn't apply. Despite returning the device within the given timeframe, I was charged $1,[redacted].15, which was taken from my bank account. After numerous calls, I was assured the funds would be reversed in 24-48 business hours, but to no avail. It seems like a credit resolution case needs to be opened to resolve this issue where I somehow owe ATT the exact amount I should have been refunded. After years of being a customer, this situation has left me frustrated. I would appreciate any assistance in addressing this matter.

We have been experiencing issues with one of our phone lines since July 30, [redacted]. There have been problems with crossed lines, no dial tone, buzzing, and a dead phone. Originally scheduled for repair on August 7, the appointment was postponed. Following intermittent phone service, a technician left a message indicating the need to access our home. Subsequently, an appointment was arranged for August 27, [redacted] between 8 a.m. and 12 p.m. Close to noon, I discovered the repair claim was closed without notice. Upon contacting the repair service, I learned that the issue was not resolved and a new repair appointment was scheduled for September 5, [redacted]. Despite the phone momentarily working today, the unresolved case was marked as closed, leaving us without notification. Uncertain about our billing due to the extended service disruption, we hope for a lasting solution to this ongoing problem.

We have been loyal AT&T customers since July of [redacted], spanning over 40 years of service. Regrettably, we have experienced a disruption in our landline service for more than two weeks now. Despite our efforts to contact AT&T's repair lines, we have been unable to reach a representative or request a callback option. Our phone number was mistakenly transferred to T-Mobile, and although Allison in Topeka managed to revert the number to AT&T, the service remains non-functional. An automated message suggested the issue lies with our equipment, but no opportunity was presented for a technician to evaluate our internal setup. We are certain the problem does not originate from within our premises. If AT&T is unable to restore our service promptly, we may reluctantly consider switching to Verizon, an outcome we would rather avoid. Please contact us at [redacted] for further assistance.

I visited an AT&T store recently to purchase an Apple Watch after being a loyal customer for 12-13 years. However, I was informed that I couldn't add a line due to an outstanding balance of $[redacted] with AT&T Digital. After facing difficulties getting this resolved by speaking with several representatives, I decided to contact the BBB. Ms. Cynthia Brown from corporate reached out to me after my complaint. She suggested clearing the account by making a payment of $45, which I said I would do after speaking with her on the upcoming Friday. Unfortunately, my phone malfunctioned that same week, and when I went to the AT&T store, I was told it had internal damage, causing me to lose data access for 22 days. This situation led me to buy new phones due to the unaddressed issue, and I may escalate my concerns to the FCC.

I would like assistance with a long-standing auto-pay problem regarding an account that AT&T claims does not exist. Despite canceling the account in August [redacted], AT&T has continued to withdraw payments. By July [redacted], I had gone paperless and no longer had access to old bills or the associated phone number. Recently, I closed my bank account, leading AT&T to send a bill to collections for an account they insist is not on record. After extensive calls to both AT&T and Sequium Asset Solutions, totaling 2 hours and 40 minutes on August 30, [redacted], no resolution has been reached. Neither party could locate an account under my name. The reference number provided by Sequium is [redacted]5. I am seeking a solution to this frustrating situation. - LM

I have been a customer for nearly two decades, with 4 iPhones on my account for the past 10 years. Recently, after a divorce, the lines were separated, and her bill is now my responsibility. Initially, when I bought the iPhone 8 Plus and 8, they were paid for upfront. There was an error in the system, resulting in credits every 3 months to rectify it. However, this has now changed, and I am not receiving those credits anymore. When I tried to separate the bill in-store, they insisted my ex-wife had to do it despite me being the primary account holder. We reside in different states, making it inconvenient. If this matter is not resolved promptly, my loyalty as a customer for two decades will be undervalued, leading me to seek services elsewhere.

I have reached out multiple times via chat regarding a roaming data charge on my line ending in [redacted]. After discussing it, they offered a $20 courtesy/loyalty credit, which I found unsatisfactory. The conversation abruptly ended, and I feel disregarded after spending more than 2 hours on chats addressing this issue. I expect a higher level of service given my 7 years of loyalty. Other providers either don't impose such charges or give prior notice, allowing customers to decide. Upon checking my account, I discovered the charges and paused data until my return to the US. I believe I deserve at least half the credit for this inconvenience. I found Paul, the supervisor, to be impolite and unhelpful, whereas the previous representatives were courteous and supportive.

In May [redacted], I requested a vacation hold for my residential internet/cable service until 10/3/19, but needed to change it to a resume date of 10/3/19 later on. Despite multiple attempts to make this change through customer service, I was initially informed the change was made when it wasn't, then told it was impossible to do so, and ultimately advised to resume service on 9/3 and call back the next day to place it on hold again. However, after following these instructions, I was then told I couldn't put the service on vacation hold for at least a month, contradicting what I was told earlier. Frustrated, I decided to cancel the service and now I am in contact with Customer Loyalty to resolve the issue. I wanted to bring this situation to your attention. Thank you, Mary Anne B.

I am taking over the payment of my elderly mother's bills, including her AT&T landline. I need to know her exact account number to set up online bill payment. Despite looking at the bill, I am unsure which part of the number is the official account number. Could someone please clarify? Account Information: Arthur Bayha PO Box [redacted] Meade, KS [redacted] Account Number: [redacted][redacted] I appreciate if someone could provide me with the official account number. Thank you, Dan Bayha.

Two representatives from AT&T visited our home and proposed a better deal compared to Sprint. They assured my husband and me that if we switched, they would cover our contract termination fees with Sprint. Unfortunately, this turned out to be untrue. AT&T did not fulfill their promise, and Sprint withdrew over a thousand dollars from our account. Despite our efforts to gather information on the agents, we only have limited details, with one of their names being John. My husband managed to obtain John's contact information, and after reaching out, he mentioned speaking to his supervisor but no further updates were provided. This situation feels like fraud, and the lack of full names complicates matters. I am still going through our documents. I am questioning whether AT&T permits such behavior towards its customers. I would appreciate it if you could provide me with contact information for further assistance.

I recently spoke with a representative about switching to a prepaid plan since my husband, unfortunately, is very ill. He previously used an AT&T flip phone, but it became outdated, so I purchased an Altel phone hoping to use an AT&T SIM card. After a full day of chatting, I learned that the Altel phone is not compatible with AT&T. I felt let down as the focus was on selling more plans and phones rather than providing this crucial information. If Walmart does not accept the return, we have wasted $20. Unfortunately, the phone my husband requires is not stocked either. Thank you for your efforts. -Bryant Eslick's Wife

Growing up, my family, Dan & Janie Tucker, have been loyal to AT&T since the creation of the cell phone and the merger with Singular. My parents have been loyal to Direct TV since [redacted]. I recently encountered issues with my account that have been frustrating. My receiver broke, and my bill increased after a year, but I managed to have it lowered and received a new receiver. Despite spending 2 hours with a nice but inexperienced customer service representative, my new receiver was not set up, so a technician was scheduled to come today. To avoid being charged for the technician, I was required to sign up for a protection plan. Unfortunately, the technician canceled today's appointment and rescheduled it for next week, causing me to miss a full week of TV service that I pay for. Additionally, I was promised free HBO and Cinemax for a year by a caller, but no notes of this offer could be found by AT&T representatives. It's frustrating when a company fails to deliver what they promised. This experience has been disappointing, as AT&T/Direct TV used to be a reliable company. Sincerely, Jackson Tucker

I have been a loyal customer of AT&T for 20 years. On May 20th, I visited Sam's Club in Glen Carbon, IL, and purchased an Apple XR under the buy one, get one free offer. I added an additional line as instructed. Both in-store and during subsequent calls to AT&T, I was assured I did not need to switch to unlimited data. The plan was that AT&T would bill both phones initially and then credit me for the free phone after 3 months. After over 2 hours on the phone with AT&T, they said they couldn't honor the agreement. I'm seeking clarification on my options. As an employee at a large company, I value doing what's right for the customer, but I feel this principle is lacking in your organization. I kindly request someone from your office reach out to me to address this matter. Thank you.

I am having trouble accessing NBC channel 6 and Fox channel 28 due to ongoing price negotiations. I was advised to request the LCC local channel connect service, which I did this morning at 7:30 am. After speaking with Lee, who said he would order it at no charge, I thought the issue was resolved. However, I was transferred to Adrian, and after a 45-minute ordeal, I ended up with Georgina in the Loyalty Center. Despite her efforts, she informed me that we may never receive channel 6 NBC or channel 28 Fox. I explained that these are local channels included in my content package. It seems there is a training issue with your customer service team that needs addressing. I am concerned about the service I recently signed up for and would appreciate your assistance in resolving this matter.

I have been an AT&T customer for 14 years. Recentlly, I added the NFL Sunday Ticket package from Direct TV to my account. Initially, we were informed that we had a 14-day window to cancel the contract if we were unsatisfied. However, upon installation, we discovered that Direct TV did not offer local channels, which was not disclosed prior. When attempting to access the NFL Sunday Ticket and a college game, we encountered subscription restrictions for the CBS Sports Network, despite having paid for the package. Upon contacting customer service to cancel within 7 days, we were notified that a $[redacted] early cancellation fee applies as opposed to the originally stated 14 days. Despite requesting cancellation within 24 hours, we were not granted an exception. Currently, we are waiting for digital rabbit ears to resolve the local channel issue.

I've experienced a frustrating situation with AT&T where they continued to charge me for a cancelled account, resulting in unwanted payments totaling $[redacted]. Despite countless hours spent trying to resolve the issue, AT&T has only credited the closed account, which is illogical. After numerous discussions with customer service representatives promising a refund check, I have yet to receive it. To complicate matters further, if the check was sent to my previous address, where I no longer reside, I would have no way of retrieving it. Urgently, I require the refund check to be sent promptly to my current address. The account in question is [redacted]87.