AT&T Customer Service Issues

Archive 67

The following are issues that customers reported to GetHuman about AT&T customer service, archive #67. It includes a selection of 20 issue(s) reported December 12, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have a payment scheduled for December 21st, [redacted], which I may not be able to meet due to unexpected medical complications. I have been loyal to AT&T since [redacted] when they acquired Cellular One, and I have always paid on time. Given my circumstances, I would appreciate assistance extending the payment deadline to January 3rd, [redacted], aligning with my Social Security Disability payment schedule. Your understanding and support would mean a lot to me as a long-standing customer facing temporary financial constraints due to my recent hospitalization. Thank you for considering my request. Warm regards, Danielle N.
Reported by GetHuman1183187 on Khamis, 12 Disember 2019 pukul 10.12
I have been billed for future services without receiving credit despite speaking to customer service representatives via chat and phone. In a chat conversation, a supervisor mentioned they do not provide credits or prorate unused services for the next billing cycle. Conversely, a phone supervisor claimed they do not bill for services not used. I have been a loyal customer for over 30 years, always making timely payments, and I am disappointed by this treatment. If I were to return to ATT in the future, would the experience be different?
Reported by GetHuman4083518 on Khamis, 12 Disember 2019 pukul 13.15
I made a payment for the prepaid plan on November 12, [redacted], before 10 a.m. for $[redacted].75. However, when I tried to activate the service at 10 a.m. in-store, my payment wasn't reflecting, leading me to pay again. The AT&T service is now activated, but upon checking my Mastercard statement, I noticed both charges. I only intended to purchase one plan for one phone. Kindly process a refund for one of the charges back to my Mastercard. Thank you.
Reported by GetHuman4086104 on Khamis, 12 Disember 2019 pukul 20.44
After discontinuing my mobile phone service on 8/29/19, I received a final bill that included charges for the following month. Despite disputing the bill three times, I was promised a corrected bill would be issued without the extra charge, but I have yet to receive it. Today, 12/12/19, a collection agency contacted me regarding the overdue bill, threatening my credit score. I promptly paid the correct amount of $[redacted], as opposed to the initial $[redacted]. I urge ATT to ensure my credit report remains unaffected and to inform the collection agency of the resolution. If my credit is impacted, I request a letter from ATT stating the bill was under dispute, not late. I appreciate a swift resolution. Thank you, Robert Fail.
Reported by GetHuman-sambob on Khamis, 12 Disember 2019 pukul 21.30
I have been without repair service for several days as my pacemaker is on a recall list for a potentially faulty battery. My bedside monitor, which informs me if the battery is depleting rapidly, is not transmitting at 2 pm as usual due to the lack of phone signal. Despite AT&T charging me city rates, their service has been unreliable. They label my area as a fringe one but still charge full price, as if hoping we switch to cell phones. However, my pacemaker monitor cannot function wirelessly. It seems their focus is on mobile services, leaving landline customers like me in the lurch. You can reach me at [redacted] Will they actually address and resolve this issue? In the Waco area ([redacted]), where AT&T service is poor, be forewarned if moving here.
Reported by GetHuman-cjwittme on Sabtu, 14 Disember 2019 pukul 16.52
My landline has been down for multiple days, and this poses a problem as I have a pacemaker with a battery recall that needs to transmit data every night to a monitor. Without the functioning landline, the transmissions can't reach the clinic. I've checked the connection from inside the house up to the box, and there's no dial tone or any signal. I suspect the issue lies at the street level where the tower is located behind some hedges. A skilled technician will likely need to investigate to resolve the problem. This setup has been in place since [redacted].
Reported by GetHuman-cjwittme on Sabtu, 14 Disember 2019 pukul 17.22
I know someone who is locking devices even after the bills are paid. The devices were bought and fully paid for. Mike Mount is currently managing Mike Farr's account under his own name. Is this legal? He has a tendency to lock devices someone purchased from him by falsely claiming they are lost or stolen. We are dealing with an issue where an LG Harmony has been locked because it was wrongly reported as lost or stolen. We are eager to have it unlocked as soon as possible for our use.
Reported by GetHuman-mdntr on Ahad, 15 Disember 2019 pukul 18.36
I recently set up autopay for my AT&T account. On December 9, $27.75 was deducted from my bank account, one day after my plan was due. However, my AT&T account only had a balance of $24.99 instead of the $25 needed to activate the plan. This left me unable to use my phone during my trip, causing frustration. Despite having enough funds in my account for the charge, I was still one penny short of what was required for my plan. Consequently, my phone service remains deactivated, and I am disappointed with the situation. I am hesitant to pay another $25 when I owe just a penny for this month. The autopay setup was done in anticipation of the advertised discount on my phone plan by AT&T. My phone number is ([redacted]) - [redacted] - [redacted].
Reported by GetHuman-mercyken on Selasa, 17 Disember 2019 pukul 17.57
I have been struggling to resolve phone issues. I was initially promised a buy one get one free deal, but each time I contact customer service, I am met with conflicting information. Promises of callbacks from various representatives have gone unfulfilled, even when directed to the district manager who has not responded to my calls or texts. Despite reassurances of escalation, I have yet to hear back. The inconsistency in information and the continual passing of the buck has left me feeling frustrated and stuck in a never-ending cycle. This whole experience has been a complete nightmare.
Reported by GetHuman-myponyg on Selasa, 17 Disember 2019 pukul 22.51
Hello, I've been trying to get in touch since yesterday to reach international support without any success. Despite explaining my issue multiple times, I can't seem to connect with the right person. Earlier today, while speaking with a representative named Mel about my account, we got disconnected and unfortunately, she did not follow up. Feeling frustrated, I am considering trying to resolve this via email. On October 20th, during a cruise, I purchased a $[redacted] cruise plan, which unexpectedly resulted in over $[redacted] in data charges. After reaching out to AT&T and speaking with Maria, I was advised to purchase an additional cruise plan to have the extra data charges removed. However, upon receiving the bill, I noted that I was still being billed for the data overage. This issue needs to be addressed promptly. My name is Maria Krieger, and Lynn Bennett is the account holder #[redacted]. You can reach me at [redacted] with pin# [redacted]. If this matter is not resolved, I may consider switching my 4 lines to another service provider. Thank you, Maria B Krieger
Reported by GetHuman4113917 on Selasa, 17 Disember 2019 pukul 23.54
I recently tried to buy a car wireless device. The salesperson assured me that it would fit in our [redacted] Rav, but it didn't have the correct slot. I sent the device back at my own cost and can provide the receipt. Despite returning the item and not receiving any service, I was billed by AT&T. I am a loyal customer but felt let down. I will reach out to the attorney general and public service commission about this. I also tried to cancel the service over the phone, but the representative wasn't helpful. My name is Mary V. B., and I can be reached at [redacted].
Reported by GetHuman4114873 on Rabu, 18 Disember 2019 pukul 04.50
I sent an email to AT&T Customer Service on 11/29, [redacted], explaining that I returned the iPhone XR on Oct. 15, [redacted], but have been charged for it every month since then, from Nov. [redacted] to Jan. [redacted]. Despite speaking with various representatives, including Sam from the Loyalty Dept. and Paul from the Loyalty Dept. later, no record of the returned phone has been found, and I was told the charge would stand. I am frustrated by the lack of tracking information for the return and the continuous charges. I have decided to escalate this matter to small claims court, BBB, and the Consumer Complaint Dept. As a dissatisfied customer, I am ready to take action to address this issue promptly. Kind Regards, Kimiko P. --- From: Kimiko Fieg-Peterson <[redacted]> Date: Thu, Nov 29, [redacted] at 7:46 PM Subject: Re: ✅ AT&T Important Payment Message To: <[redacted]> I made a payment for the regular monthly amount, deducting the iPhone XR charges since I returned it on Oct. 15. I provided the tracking number for the return but was told it hadn't been received over a month later. I am seeking an exchange for an iPhone X Max and encountered issues through customer service and the website. This situation requires urgent attention and resolution. Kimiko P. [redacted] [redacted] E. Commercial St. Victoria, Tx [redacted]
Reported by GetHuman-kimikof on Rabu, 18 Disember 2019 pukul 07.35
I've been having ongoing issues with my internet, such as slow speeds and freezing. Despite two service calls and purchasing a new AT&T router, the problems persist. The last technician mentioned that the issue might be with AT&T's equipment. I am now considering canceling my service. Could you please advise on how to return the router for a credit on my account to cover the cost and the inconvenience of the lost internet time?
Reported by GetHuman4115659 on Rabu, 18 Disember 2019 pukul 10.57
I am looking for an email address to contact AT&T directly to file a complaint. Recently, individuals from AT&T came to my apartment, knocking on the door and yelling, which I found very distressing, especially after 7:30 pm. Although my husband informed them of our lack of interest, we experienced another visit today. I am not inclined to purchase services from a company that employs aggressive door-to-door tactics. Could you please advise me on the appropriate contact to have my address promptly removed from your visit list?
Reported by GetHuman4119543 on Rabu, 18 Disember 2019 pukul 23.48
My landline frequently malfunctions. I kindly request to switch my landline home phone to wireless immediately, while keeping my existing number [redacted]. Living in a rural area prone to PG & E outages, I rely on this phone for safety, and I have a generator for backup during outages. Please proceed with the transition promptly. Thank you. - J. Lourence
Reported by GetHuman-jlouren on Jumaat, 20 Disember 2019 pukul 02.44
I recently had new AT&T U-verse service installed on November 1, [redacted]. I made payments for the installation and billing charges on November 29, [redacted]. However, I have yet to receive any new customer credits or the $[redacted].00 gift card promised by AT&T. I just received a billing reminder that does not show any new customer credits or mention my gift card. Instead, it shows a previous balance of $58.11 due. This account is new, and I have already paid the full bill and installation charges. I tried contacting customer service through the listed number but was unable to resolve the issue. A new account like mine should not have a previous balance.
Reported by GetHuman-mcritte on Jumaat, 20 Disember 2019 pukul 05.48
I signed up for DirecTV through an AT&T bundle in April [redacted]. In January [redacted], I removed the NFL Network, which was initially free for the 1st year. However, despite canceling it twice and being assured it was resolved, I was billed $51.98 for the service in August. This led to a series of calls (3rd time) to rectify the error and dispute the charge. After multiple attempts, I reluctantly paid the $51.98 to restore service after it was stopped. Unfortunately, the subsequent bill only credited $5.98 and included $59.99 in "restoral" fees. Despite additional promises of credits, the issue persisted. A representative named Cheri in Idaho claimed she couldn't remove the restoral fees but offered a $48.99 credit. In reality, I only received $30.00 back, leaving a $16.00 discrepancy. I am still waiting for the remaining $16.00 refund and the $59.99 in restoral charges.
Reported by GetHuman-voriax on Jumaat, 20 Disember 2019 pukul 12.37
My mother purchased a phone during a BOGO event. She was initially under the impression one phone would be free, but she's now being billed for both. The total monthly bill was supposed to be $[redacted] as per their written contract, but it has risen to $[redacted]. They are now being charged $20 a month for one phone and $10 a month for the other. My mother is frustrated as no one can offer a clear explanation for the sudden increase, and she believes there was a mistake made at the time of purchase.
Reported by GetHuman-sondra_j on Sabtu, 21 Disember 2019 pukul 02.37
I spent two hours this morning with AT&T regarding wireless charges. My bill says it is $[redacted], but the representative explained it should be $[redacted] and clarified why. Looking at the payment history, it shows $0 for October. I was enrolled in auto-pay, and $[redacted].42 was deducted from my bank account on October 2 and again on October 3. In November, there was a charge of $0.06, and in December, $82.46 was deducted. I would like to switch back to receiving a paper bill and opt-out of auto-pay. It's frustrating that different departments cannot discuss my bill; instead, I keep being transferred from one representative to another without a resolution.
Reported by GetHuman-lylecore on Sabtu, 21 Disember 2019 pukul 17.47
I purchased an iPad mini on 12/08 but have not received it yet. I am struggling to get assistance to resolve this, as I have been on hold for over an hour without speaking to a representative. This morning, different associates provided conflicting information about the charges, but my original receipt confirms I paid for the item's taxes along with an ignore 1-pro max. I believe I am entitled to the iPad I purchased, as well as compensation for the hours spent trying to resolve this issue. The rudeness and dishonesty I encountered from the associates during this process is unacceptable. I shared the device's phone number and requested to speak with a supervisor for further assistance.
Reported by GetHuman4136270 on Ahad, 22 Disember 2019 pukul 03.53

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