AT&T Customer Service Issues

On November 15, [redacted], I contacted AT&T to arrange business internet service. I paid a $[redacted].00 deposit debited from my account that evening. They scheduled the installation for Monday at 9 am and asked me to call back the next day, November 16, [redacted], to confirm. I did so, was told everything was set for Monday, November 18, [redacted]. However, by 11 am on the 18th, no one had shown up. Upon calling, I was informed my installation was actually set for December 2, [redacted]. After a discussion, they rescheduled it for Thursday, November 20, between 9-11 am. On the 20th, no technician arrived, despite waiting all day. After multiple calls, delays, and false promises of technician arrivals, the service was never installed. This experience has been unacceptable, and I am disappointed with AT&T's poor service.

I have internet service at two homes. My most recent bill increased by $9.75 due to a billing error. I have been using my AT&T Universal card for auto-payments for years, but now that CitiBank manages it and changed from VISA to Mastercard last June, there have been issues. While most auto-payments transitioned smoothly, AT&T internet was mistakenly paid twice each month for four months until November. After receiving an email notification of a declined payment, I updated my card information, only to be charged a $9.75 late fee. I have a few concerns: 1) Why are payments processed last minute instead of earlier? 2) Why do some companies transfer billing information seamlessly but not AT&T? 3) Considering promotions from Comcast, should I switch? 4) I paid a month in advance at the advice of customer service. AT&T has been reliable, but these recent problems are causing doubt. I request the removal of the late fee. Account Number: [redacted] Best regards, J. Osborn

I am writing to address a billing issue I have encountered with my AT&T plan after purchasing new iPhones in July. Initially, I agreed to a bogo promotion and signed up for automatic withdrawals, expecting my monthly bill to be $[redacted]. However, AT&T has been deducting $[redacted] more each month without my consent. Despite speaking with various representatives, including Alexis who initially sold me the plan, Jennifer, and Shane in Oklahoma City, I have had no luck resolving this matter. The discrepancy in billing has caused me significant financial strain, as I am also not receiving the $20 discount as promised for automatic withdrawals. I believe there has been a misunderstanding in the terms of the plan I agreed to, and I request a thorough review of my phone call recordings to rectify this issue promptly. Your urgent attention to this matter is greatly appreciated. Thank you.

I discontinued my services with AT&T / DirecTV on May 13, [redacted] and followed the instructions given to return the equipment. Although I returned the devices on May 17, [redacted], my cancellation wasn't registered until August 6, [redacted]. The company policy states that if any services are used during a billing cycle, the customer is responsible for the full period, even if canceled. While I agree to pay for the last month of services, I find it unreasonable to be charged beyond that point. Despite notifying a customer service representative in June, no action was taken. Subsequently, my services were terminated in August for nonpayment. I am willing to pay the amount due for the service period ending on May 27, [redacted], which amounts to $93.99, but cannot afford the $[redacted].97 demanded. I am on a fixed income and urge for a fair resolution.

I have been attempting to resolve an ongoing issue with my account for four days now. I have spent over 14 hours on the phone being transferred between departments without any resolution to the problem. Recently, after a technician visit, we received a bill for $[redacted].51 for double charging on high-speed internet due to the creation of two accounts. Although a representative refunded three months of overpayment and agreed to cancel our unnecessary phone line, it has resulted in our internet being disconnected due to an outstanding balance that apparently needs to be paid before service is restored. We are frustrated with the lack of clarity and resolution. We are now considering seeking legal assistance to resolve this issue and would appreciate prompt communication to rectify the situation. Best, Kim T.

I subscribed to DTV along with AT&T internet and phone in June [redacted], with a promised price of $[redacted] per month. However, my bill came to $[redacted].00, which I paid. In October [redacted], an AT&T representative convinced me to switch to U-verse. Unfortunately, my November bill skyrocketed to $[redacted]. After reaching out to customer loyalty, I was reassured the bill could be ignored, and I requested to return to DTV with my original package. While the process involved some complications like incorrect pricing promises, missing DVR services, and channel discrepancies, my bill remained unresolved. Even after paying $[redacted] towards the charges, my latest bill showed $[redacted].67 with a past due amount of $[redacted].15, which seems unreasonable. I have always trusted AT&T and preferred DTV over cable, but this experience has left me extremely disappointed and dissatisfied. I urgently require my bill to be rectified. I insist on discontinuing my DTV, phone, and internet services without any early termination fees. To ensure fair treatment, I will involve the Better Business Bureau.

I switched from my 128GB iPhone 7 Plus to a 64GB iPhone 11 Pro Max yesterday evening. I was advised to back up before arriving, which I did. Unfortunately, I faced numerous issues after syncing the new phone despite clearing space from the old backup. It kept crashing, leading me to factory reset it around 12:15 am to make it functional. Today, I went to the ATT store to exchange the 64GB phone for a 256GB one due to the problems but encountered unexpected down payment requests, leading to a delay and frustration. I'm disappointed by the hassle and time wasted adjusting to this new phone; it's been a stressful ordeal impacting my work and peace of mind.

I am struggling to access my landline phone account on the ATT.com website. Despite numerous attempts to reset my password, I keep receiving emails confirming the change, but the new password doesn't work, and I am unable to log in. I want to emphasize that this is a basic landline pushbutton phone and not a cell phone, U-Verse, cable, or VOIP service, just a traditional landline phone. I am looking for assistance with accessing my account online as the website isn't functioning properly. I previously spoke with someone from "digital support" who was able to assist me after multiple transfers. Thank you for your help. Best regards, Marco Irmiter

After receiving a fake email that was confirmed as real by AT&T representatives, it was discovered that my account was hacked when friends and family received fraudulent requests for money. After escalating the issue, Rogel from AT&T assisted in shutting down the compromised account, but it took over 6 hours and multiple calls to resolve. I am now without email access. AT&T has not provided satisfactory explanations for the delays and initial misinformation that led to my personal data being compromised. Despite this, they refuse to acknowledge fault for the situation and its impact. Please contact me at my work email address indicated below since my personal account has been disabled.

For almost a year from March [redacted], I've been dealing with DirectTV. I requested the service to be transferred instead of discontinued when I moved to my new home. Despite the request for the service to be shut off on the 15th, DirectTV disconnected it immediately without following the agreed-upon date. Upon moving to the new address, I had the service reconnected without the option to keep the same account number. Over months of frustrating customer service interactions, my bill amount has been randomly changed multiple times, from an early termination fee to a failure to return equipment and then a service agreement amount. Despite speaking to over 25 representatives across different departments, the issue remains unresolved. Even after being assured that the matter was settled, I continue to receive bills, now compounded by a collection agency notice. My recent 3-hour phone call with 9 different representatives further highlighted the lack of clarity and authority within DirectTV's customer service. As a long-time AT&T and DirectTV customer, I am disappointed by the lack of accountability and customer service standards.

I visited my local store seeking to get a new phone without increasing my bill. The staff recommended adding a line to receive a free iPhone XR and a minor bill increase. Despite being reassured by Alex that I wouldn't need to pay my upcoming old plan bill, my current bill is now unexpectedly over $[redacted]. I am unable to pay this by Nov 30, [redacted], and fear my phone will be disconnected, accruing late fees. Last week, when I called for assistance, I was unable to find a resolution with the representative. I have been a loyal ATT customer and require urgent assistance to address this issue promptly.

Our household was set up with AT&T for Uverse, computer service, and a phone landline. During installation, an expert named Mehdi Saasaa unexpectedly arrived at our door and spent about 5 hours setting up the system, offering an iPhone 11 in exchange for our androids and a $[redacted] Visa card. However, shortly after installation, issues arose, leading to a tech person having to redo the entire system three weeks later. Despite visits to multiple AT&T stores, my iPhone has not been working correctly since October 19, [redacted], due to Mr. Saasaa's setup. Additionally, we haven't received the promised Visa card. Despite repeated calls to the Dallas corporate office, I have been redirected to overseas customer service representatives. It seems that AT&T's departments protect each other, making it difficult to resolve our issues. I am frustrated by the lack of communication and support from AT&T regarding our ongoing problems and the unfulfilled Visa card offer.

I am writing about my cell phone account. On October 14th, I switched my 3 cell phones from AT&T to Verizon as all devices were paid off and the contract was completed. Verizon assured me that once the numbers were transferred, my service with AT&T would automatically end. However, a few weeks after the switch, I received a bill for over $[redacted], which I promptly paid. Expecting a small final bill due to my billing cycle, I was surprised to receive a $[redacted] bill. I later realized my Apple Watch service wasn't canceled as it couldn't be ported, resulting in the extra charge. I've spent about 3 hours with customer service trying to resolve this issue to no avail. Despite my mistake in not canceling all services with AT&T, I believe the charges are unreasonable given my history with them. I hope for a compromise to settle the bill, acknowledging my responsibility for a few days of service and even offering to pay for the extra month for the watch. Please assist, as I wish to avoid negative consequences on my credit. Thank you. From, E.A. Password: [redacted]

I have been trying to resolve a billing issue with ATT Wireless for three weeks. Despite multiple phone conversations with associates and a supervisor, the matter remains unresolved. I am disappointed with the lack of customer service. During a recent cruise to Greece/Italy, the Cellular at Sea service did not work, resulting in unexpected charges on my phone bill. After initially being promised a credit of $[redacted] by an ATT representative named Amanda, I was only credited $[redacted]. I was told the remaining amount would be processed by November 28, but it has not been done. I expect a total credit of $[redacted], as agreed upon to cover roaming charges, the Cellular at Sea charge, and day passes. I request prompt resolution and confirmation that the credit has been processed. Thank you for addressing this issue promptly.

I recently moved to the Courtyard Apartments, Apt. 609CY at [redacted] Wanda Dr, Bossier City, LA [redacted]. My previous address was [redacted] Traffic Street, Bossier City, LA [redacted]. I requested to transfer my service to the new address with ATT, but they couldn't locate it. I was informed that a request would be submitted for service at my new address and I should expect an email today to schedule a home visit, but I haven't received any communication. Due to the lack of my landline and internet, I'm having to use the local library for correspondence. I will attempt to follow up again tomorrow in hopes of receiving the promised email. If service cannot be provided, I would like my contract canceled and guidance on what to do with my modem. Thank you.

I am experiencing great frustration with AT&T. This marks my fourth attempt to reach out to AT&T regarding the installation of my fiber internet. Despite my three previous attempts through customer service chat, each conversation got disconnected or timed out by AT&T shortly after a representative mentioned they needed to "check on some details". I completed the signup for my fiber internet service online this past Friday evening. I am in a predicament as I scheduled the installation for Thursday, December 6th, which is too far out for me since I work from home and depend on the internet. Previously, I had AT&T fiber internet at my residence, active until Friday night under my former roommate's name. Now that he has moved out and taken the equipment, my home is ready for AT&T fiber service, and I only require the equipment and service connection. I require the installation to be expedited, and I am open to self-installing the router if the technician can drop it off. I am eager to have this sorted out promptly as my work depends on it. Should this not be feasible, I will have to explore alternative services. I have appreciated using AT&T and prefer to continue with them, but as my income relies on the internet, waiting until Thursday for installation is not feasible for me.

I recently switched my plan through the loyalty department and was surprised to see various extra charges and fees on my bill without any prior notification. After speaking with Holly from the loyalty department on 11/11, she mentioned crediting my account $99.50 on the upcoming billing cycle. I was assured that my new plan would cost $[redacted].34 per month, with the deduction of $99.50 in November resulting in a December payment of $43.84 due to the credits. However, my bill arrived with a total amount of $[redacted].01 for the month and $91.51 for December. Unfortunately, I have been unable to find assistance except from young staff in a call center. I am extremely disappointed with the handling of my account and have been contemplating changing carriers.

I was charged incorrectly for an international data package. When I tried to dispute the charge with the management team, I was informed that I must pay the full amount before they investigate. The total exceeded $[redacted]. Unfortunately, they suspended and terminated my account for not paying in full, without offering a monthly payment option. Consequently, I lost my phone number and access to my account. I am eager to challenge the charges as I believe I was overcharged and the international data package was not added accurately.

I've been attempting to make a payment online, but am encountering difficulties using either of my credit cards. Consequently, I cannot activate the five phones needed for work by the users. Unfortunately, I'm unable to call for assistance as I no longer have a home phone. I visited the store yesterday but was unsuccessful in obtaining help there as well. Kindly email me to address the issue with the online payment processing.

I have an AT&T account with account number [redacted]55. My home phone is a tower unit with the number [redacted], and I also use it for Internet. My AT&T wireless number is [redacted]; however, I don't have a cell phone from AT&T. Lately, I've been experiencing signal strength issues, preventing me from making outgoing calls and only allowing incoming calls. This has been going on for up to three weeks every month. Currently, my phone hasn't been able to make outgoing calls for a week. I need a reliable phone system and if this problem continues, I may have to switch providers, which I'd rather avoid. I need to have a cell phone to contact AT&T to report these issues. I kindly ask for your assistance with this matter. If needed, you can reach me at [redacted] as I am unable to make outgoing calls.