AT&T Customer Service Issues

Recently, my computer has been displaying a message saying "no internet secured." This issue has also been affecting my TV and phone. Surprisingly, my internet connection is working fine now, as it seemed to resolve itself. However, I am still eager to find a permanent solution to this problem. It seems like the trouble might be related to the main box located near our residence. Despite living in a subdivision, it's peculiar that only our house is experiencing these connectivity issues. All the equipment and the box we use are relatively new.

When I signed up with AT&T at the Spring Hill, Florida store, Dennis Sprague assisted me. Initially, I was intrigued by AT&T's promotion for switching and getting up to $[redacted] off on a new smartphone, along with their FirstNet service at a reduced rate, which Dennis explained. However, after multiple conversations with Dennis, I grew skeptical about the deal's terms regarding paying off my existing phone. Despite raising concerns and clarifying details with him, I ended up feeling misled and frustrated, spending hours at the store. Even after switching, I faced issues with FirstNet and ongoing verification emails, with little assistance from the store. Upon discovering discrepancies with my previous provider's bill, Dennis failed to address my concerns truthfully. Feeling deceived and inconvenienced, I now plan to return the phone, incurring a restocking fee and facing phone service disruption. I expect AT&T to rectify this situation, acknowledging the misleading information provided by Dennis and the challenges I've encountered due to the inaccurate details during the switch.

My bundled contract for TV, phone, and internet, along with the mobile phone installment payments, recently ended. I completed all 30 payments for my mobile phone. However, my bill unexpectedly increased from $[redacted] to $[redacted]. After contacting customer support to inquire about promotions, I ended up canceling my DirecTV and upgrading my mobile phone. The next day, I changed my mind and decided to cancel the new phone (S10e) to conduct more research on a different model. Unfortunately, when I called to proceed with the phone upgrade, I was informed that I am now locked into a 2-year contract without an upgraded phone. I have been unable to make progress with customer service to resolve this issue.

Yesterday, I experienced a brief power glitch that caused my landline to lose its dial tone. After attempting to call my landline from my cell phone, the dial tone was restored, but I discovered that incoming calls were not ringing. This issue occurred again this morning with no dial tone and the inability to receive incoming calls. However, everything seems back to normal now. While I may not need immediate repair services, this has happened a few times in the past year. How can I best reach out to AT&T to address this recurring problem in the future? My landline is traditional, not U-Verse, and I confirmed the issue is not within my residence by testing at the NID. Thank you for your assistance.

I believe an apology is in order for the inconvenience caused, as well as a refund for any disconnection fees incurred and compensating you for the trouble you went through. Several months back, a technician advised us to connect our Directv to the old receiver box we had and return the new receiver along with another old one. We expressed concerns about the company's ability to manage such a task. Despite returning the boxes using the provided shipping label and confirmation of their receipt, we were charged $[redacted] and had our TV service deactivated on a Saturday when we had guests over for a sports event.

Dear Customer Service, I recently switched from AT&T to T-Mobile on 09/05/[redacted] and during the transition process, T-Mobile contacted you to handle the switch correctly. They partially paid off the open balance, and I was charged the remaining balance on my credit card. As a result, I believe no additional charges should be due. Before terminating my service, I had a bill of $[redacted].96, which was paid in full the month prior. The excessive charges were a primary reason for my decision to switch providers. Despite my efforts, including speaking with customer service and signing up for a monthly package to prevent such charges due to my frequent travels between Munich, Germany, and Dallas, the problem persisted. My experience with AT&T has been disappointing, starting from fraudulent charges on my credit card when I initially signed up for services. It took extensive communication and the involvement of senior management to address this issue. I urge you to review your records as I am frustrated with having to continually resolve mistakes and problems. I kindly request the cancellation of the disputed bill, as I believe it is inaccurate. I eagerly await your confirmation and am available via email or phone for further discussions. Thank you for your attention to this matter. Sincerely, Andreas

I am requesting to cancel my landline phone and internet services. I have unplugged all the equipment and set up a new service. I have prepared the AT&T WIFI modem router for return. At this point, there is nothing that can persuade me to keep the services. The new modem didn't improve the WiFi connection, in fact, it made it worse. Kindly cease any automatic withdrawals from my checking account. Regards, Kimberly A. Houser

We recently signed up for new service but received a refurbished box that keeps freezing. The original order was incorrect, causing the service to lock up constantly. The bill amount does not match what was promised, and now we are trapped in a two-year contract. A new box was sent, but reprogramming it means losing all DVR programs. We are highly dissatisfied and won't be referring others to the company. The customer service experience has been frustrating with constant run-arounds. We hope for a resolution to make the next two years more bearable.

Our landline was disconnected by AT&T without our consent. After spending over 6 hours on hold and contacting various phone numbers to reach customer service, we were unable to find a resolution. AT&T claims our number was transferred to Verizon. They proposed ordering a new landline, but it would take 5 days to activate, and we wouldn't be able to retain our phone number of 40 years. The issue remains unresolved.

Good evening, I recently contacted your customer service to disconnect my service. During the call, I was informed of a final bill due to canceling a contract. I don't recall signing a contract with your company or with Sam's Club representatives who facilitated my sign-up for your services. If there is documentation of a signed contract on file, I would appreciate receiving the information. If not, I do not believe the almost $[redacted] termination fee is justified as I have not signed a contract. Could you kindly waive the $[redacted] early termination fee if there is no proof of a signed contract? Thank you, Yesenia M. Phone: [redacted] Email: [redacted] Account Number: [redacted]

My name is Barbara Naus. A scheduled appointment was made with me by your company for Saturday, December 7th, [redacted], to install U-verse Internet. The Technician was meant to arrive between 8 AM and 8 PM. Waiting for 12 hours on my one day off was frustrating, and I had other important tasks to complete. At 8 PM, I was informed by AT&T via text that the technician would be delayed. Despite confirming to keep the appointment, no further communication was received. The lack of customer service availability outside business hours added to the frustration. I would appreciate speaking with a manager on Monday morning. Please reach out for a phone discussion rather than email. Thank you. ~ Barbara Naus

Dear Community Members, As a long-time AT&T Wireless customer, I recently encountered a frustrating experience while attempting to upgrade my family's phones. Despite my loyalty, when I called AT&T to inquire about upgrading, I was disappointed to find out that the attractive deal I saw on the website was only available to new customers, not existing ones like myself. After speaking to a representative named "Chris from Arizona" in the loyalty department, who offered me an upgrade to Samsung S8 phones with an upfront charge of $[redacted], I encountered further issues. The number Chris provided turned out to be a marketing service and subsequent attempts to secure the deal through customer service led to delays and unfulfilled promises. Despite eventually getting the desired offer after speaking to multiple representatives, the overall process left me feeling undervalued as a loyal customer. I hope AT&T can improve its customer experience to ensure that loyal customers are treated with the same level of respect and consideration as new ones. Thank you for listening to my feedback. Sincerely, David J. N.

Before departing for my Mexico vacation, I notified AT&T to adjust my plan to avoid roaming charges. While in Mexico, I received a $[redacted] data charge notification via text. I contacted AT&T on 10/18/19 and was assured the charge would be handled. They switched my plan to include Mexico and Canada with unlimited text, data, and talk time. Despite multiple attempts via calls, texts, and emails, I am still disputing the now $[redacted].38 charge. I was promised a callback from a manager on Saturday which did not happen. I urgently need AT&T to resolve this charge promptly.

I received an estimated bill from AT&T with errors and significant service changes. Despite spending numerous hours on the phone and talking to five different agents, the responses I received were unsatisfactory. I was informed that AT&T service representatives do not have access to the pre-bill and suggested I wait for the actual bill, which is prone to errors. In my situation, these errors total over $[redacted]. Additionally, I recently acquired a new phone through AT&T and incurred extra charges for unrequested services that were not previously disclosed. After contacting AT&T to have these charges removed, they reappeared on the pre-bill when I checked my online account. The recurring issues and lack of clarity in billing are frustrating. It feels like AT&T may not be prioritizing customer satisfaction, and I am considering exploring other service providers as a result.

Today I discovered that I have been charged $84 per month for the past two months for my Direct TV plan without my consent. When I initially signed up, the salesperson misrepresented the bundle deal, assuring me that opting for the TV + internet bundle would cost the same as just having the internet plan. Since October, I have been billed $84 monthly for a service I have never even used, and I was completely unaware of these charges.

Approximately a year ago, I received an email from AT&T informing me that my current plan would no longer be available starting in February [redacted]. They presented me with several options to choose from, including keeping the new plan with updated rates, switching to another plan, or canceling the service with waived termination fees. The email details the process for returning devices with remaining balances on installment plans. I engaged in an online chat with an AT&T representative to ensure a smooth transition and avoid any hidden charges. The employee assured me that closing the account, returning the phones, and keeping the tablet would incur no extra fees. I have a record of this conversation. After closing my AT&T account and sending back the devices in March, I switched to another service provider while retaining my phone numbers. Despite returning the phones with proof and seeking assistance at an AT&T store, I continued to receive bills and faced challenges while disputing them over the phone, facing repeated transfers and disconnections. Now, I am distressed to find myself in collections for over $[redacted] due to AT&T's failure to adhere to the agreed-upon plan changes. I have discussed the matter with the collection agency and am intent on resolving this issue either through AT&T reversing the debt or seeking legal assistance.

Dear Customer Service, I am reaching out regarding some ongoing issues with my AT&T account. I am facing challenges with receiving the discount promised to me by my employer, resulting in overcharges on my monthly bill. Despite multiple phone calls and in-person visits, the problem has not been resolved. I am seeking a refund for the overcharged amounts and to restore my account to the agreed-upon monthly payment. I have always been a reliable customer, using autopay to ensure timely payments. However, due to the billing discrepancies, I have temporarily suspended autopay until this matter is resolved. I kindly request your assistance in rectifying this situation. While I prefer email communication for convenience, I am open to a phone call if necessary. My contact information is provided below. I appreciate your prompt attention to this matter and look forward to a swift resolution. Thank you for your assistance.

I initially reported TV issues in August. On September 5th, an AT&T technician replaced malfunctioning old receivers and dish. Despite receiving three emails stating the upgrade was cost-free and any charges would be credited in three billing cycles, I have been charged an additional $86.64 so far. This is concerning given my fixed income. Attempts to contact Kevin Evans at the office of the president at [redacted] have been futile, with calls going to voicemail and not being returned. Additionally, explaining the situation to customer service was difficult due to language barriers. I have been a loyal DirecTV customer for nearly 18 years, always paying promptly. I hope this issue can be resolved as I prefer to continue with DirecTV, but further complications may force me to reconsider.

I had AT&T/Direct TV installed recently but encountered some issues with my $[redacted] reward card. The technician did not hook up the internet as agreed, and when I inquired about the reward, I was only told I was entitled to $[redacted] instead of the promised $[redacted]. After a 45-minute wait on the phone, I was advised to activate the $[redacted] card and wait two weeks to check for the remaining $[redacted]. I plan to call back on December 26th to follow up. I also sought information on filing a complaint due to the time spent resolving the matter without a clear resolution. This experience has left me disappointed and frustrated, considering my decision to switch to Direct TV.

We decided to discontinue our Direct TV/Internet service on 9/25/19 and returned the equipment on 9/26/19. Despite being promised a refund multiple times, we have not received the full amount owed to us. After a frustrating series of interactions with customer service representatives and being misled about the status of our refund, we are still waiting for the remaining $52.32 to be returned to us. We are deeply disappointed by the lack of assistance and communication from AT&T regarding this matter. We simply want what is rightfully ours without further delay or inconvenience. We urge AT&T to expedite the refund process and issue a check for the outstanding balance promptly. Furthermore, we request that AT&T refrain from contacting us to renew our service as we are not interested in continuing with the company. Thank you for your attention to this matter. - G.P. Hill