AT&T Customer Service Issues

Archive 69

The following are issues that customers reported to GetHuman about AT&T customer service, archive #69. It includes a selection of 20 issue(s) reported January 6, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I have requested multiple times to place my service on temporary hold due to undergoing two surgeries and moving. As I am currently not working and will be medically unable to do so until February, I am facing financial difficulties. However, I was surprised to find out that my bill has reached $[redacted].87, despite my previous interactions with AT&T agents. I have been a loyal customer for 5 years and was hoping for more understanding and assistance from your company. I am seeking options for a repayment program or any assistance available to have my phone reconnected promptly. I am willing to pay extra each month to catch up on the overdue amounts from September or November. Can you or a higher-up representative provide guidance on this matter? I prefer to resolve this issue amicably and avoid escalating the situation. Your prompt attention to this matter would be greatly appreciated. Thank you, B. Cowdin
Reported by GetHuman-bkcowdin on Montag, 6. Januar 2020 08:41
When signing up for a prepaid hotspot with AT&T, I inquired repeatedly with various agents about whether the data or time would run out first. Each time I was told it would be the data. However, when I went over the month, I found myself without any bandwidth on my $[redacted]+ hotspot with data. Upon contacting the hotline, I received poor treatment which left me frustrated. To put it into perspective, it felt like ordering a soda at a fast food restaurant, paying for it, then having it taken away and thrown out because I didn't consume it quickly enough. Following that, being asked to leave when it's closing time further emphasizes the lack of consideration for the customer. This experience has left me feeling unheard and unimportant in this situation.
Reported by GetHuman-ian_huh on Donnerstag, 9. Januar 2020 04:23
We canceled our service, and during the call, the representative agreed to waive my next month's Direct TV fee. However, there is no record of this now, and they are insisting that we pay. I refuse to pay for it. Dealing with customer service at AT&T has been disappointing, and I am fed up with speaking to them on the phone. I would like to file a complaint through email or traditional mail. I prefer not to contact them by phone again.
Reported by GetHuman-demarnzi on Donnerstag, 9. Januar 2020 14:12
I have tried to reach out regarding unauthorized charges on our monthly statements for the past 6 months. Despite assurances from your customer service representatives, no one has contacted us. We were shocked to receive a January statement threatening to cut off our service if we don't pay for these charges. Your company has been billing us $8.49 monthly for 6 months, a fee never agreed upon or mentioned in our contract. We have repeatedly requested the removal of these charges and late fees as they violate our contract. Kindly remove the $8.49 charges, totaling $54.73, from Account #[redacted]15 immediately. If this is not resolved by January 15, [redacted], we will seek legal advice and report your company through consumer protection channels and social media. This is our final attempt to resolve this issue. Thank you.
Reported by GetHuman4227060 on Donnerstag, 9. Januar 2020 17:45
I ordered an iPhone 11 and found out it was delivered to my old address. AT&T provided an ID# to reorder it due to it being lost in transit. I visited the store, unintentionally ended up with a different contract, and received a credit for a phone. Despite attempting to change my mind, I was informed of a restocking fee as I had already signed for it. After returning the phone within the 14-day return policy, my trade phone had already been shipped. I had to purchase another phone since they couldn't take the trade phone that wasn't paid off. Despite being promised a $[redacted] bill credit by customer service, it hasn't been applied even after two billing cycles. Consequently, I ended up buying an iPhone XS for my fourth line at full price.
Reported by GetHuman4234325 on Samstag, 11. Januar 2020 01:26
I am writing regarding a refund check sent to my late father, who passed away 12 years ago. Despite my multiple attempts to have the check reissued in my mother's name, it has not been resolved. My aging mother, Margarete Collins, has been making payments from her checking account for the account in my father's name, Darl Collins, without any issues. However, when requesting a refund to be issued in her name, I have faced difficulties due to a lack of proof of my father's passing. This situation has caused frustration as my mother, at 78 years old, is in need of a resolution. Additionally, there was an unauthorized cancellation of her long-distance service which led to further complications when trying to address it. Despite my efforts to provide evidence of my father's passing, the issue remains unresolved. I would appreciate a prompt response or a callback to address and resolve this matter. Thank you for your attention.
Reported by GetHuman4236618 on Samstag, 11. Januar 2020 16:52
Subject: Issues with ATT Cell, DirecTV, ATT Internet, and ATT Home Phone I recently contacted ATT customer service and was connected to a representative in the Philippines, which made communication challenging. Over the last two months, my bills for ATT Cell and DirecTV have exceeded $[redacted]. Despite being assured of an adjustment due to a glitch in the system, my bill remained high. Subsequently, my ATT Cell service was cut off, and after a payment, I was threatened with another disconnection if I did not pay $[redacted] by January 15. As a long-time ATT customer, I am frustrated with the lack of clarity regarding these charges and may consider switching carriers if this issue is not resolved promptly. Sincerely, Sandy E. 22 Holly Road Wheeling, WV [redacted] ATT Cell: [redacted] ATT Home Phone: [redacted]
Reported by GetHuman-sleubank on Sonntag, 12. Januar 2020 22:29
I purchased a discounted phone as a Christmas gift for my son who lives in another state on Black Friday, 11/29, through an online website. I also bought a prepaid plan for $45.00. I spoke to a representative before ordering and explained that the phone is a gift, and my son would activate it after his old plan ends on 12/21/19. The rep mentioned the phone could be activated within 30 days of purchase, with the billing cycle starting on that activation date. However, I was charged $47.98 on 12/4 and again on 12/31. I expected the first payment to cover the period from 12/22/19 to 1/22/20, considering the activation fell within the 30-day window. The phone was only used for 2 weeks, yet I was billed twice. I believe a refund is necessary.
Reported by GetHuman-doriannh on Montag, 13. Januar 2020 19:54
As loyal AT&T customers for over two decades, my wife and I made the decision to transfer our plan to our daughter, a first responder, to take advantage of her service discount and save money. However, during the process, two lines remained on my account mistakenly. Over six months, I paid $[redacted].00 per month, assuming it was my share of the bill. It wasn't until my daughter reviewed the account that we discovered the error. I have closed the account and now seek a refund of the overpaid amount, totaling $52.00 for the installment payments on two iPhones. Your attention to this matter is greatly appreciated. Thank you. - S.H.
Reported by GetHuman4246407 on Montag, 13. Januar 2020 20:52
Dear AT&T/Direct TV customer service, I have been a loyal Direct TV customer for many years under the account number #[redacted]0. After moving, I wanted to continue my service with Direct TV under a new account number #[redacted]79. However, I experienced issues during the installation process. The installer arrived late, avoided entering the crawl space to complete the setup, and placed the equipment in inconvenient locations without my consent. Despite rescheduling, there were further delays and miscommunication about installation appointments. I eventually decided to cancel my service due to the unsatisfactory experience. I have returned the equipment as instructed. Sincerely, Lee G.
Reported by GetHuman-shaverla on Mittwoch, 15. Januar 2020 19:24
I purchased an iPhone 11 Pro 256GB online from AT&T as a gift for my sister-in-law on December 24th, [redacted]. I was charged $98. The following business day, December 26th, I went to pick it up at the nearest store, only to be told I needed to go to the corporate office instead. After waiting patiently, I was informed they might not have the phone available. Thankfully, a salesperson managed to find one from another source in the store, allowing me to complete the trade with my sister-in-law's phone. When I attempted to exchange the phone recently, I was informed by another staff member that it couldn't be done, contradicting what I was told earlier. This inconsistency has led me to consider taking my company's 10-phone account elsewhere for our caregivers. The lack of understanding and service from the staff has left me disappointed and reluctant to continue doing business with AT&T. I hope this issue can be resolved promptly and positively.
Reported by GetHuman4264479 on Samstag, 18. Januar 2020 05:39
I made a purchase of an iPhone 11 Pro Max 256GB on 12-25-[redacted] online for $98.36. I received an email on 12-26 to pick up the phone in the store, and after some delay, I got it. I mentioned my plan to exchange my iPhone X within 30 days for a special promo before going on a skiing trip. However, on 1-17-[redacted], when I tried to exchange it, I was told it exceeded the 14-day limit (30 days for corporate). I rely on AT&T for the phone credit promised through billing credits. After being redirected to contact customer service, I faced issues with my bill and the promised credit not reflecting on my account. My busy schedule managing a new business location does not leave me time to resolve this on the phone. I only seek for the exchange credit to be honored as agreed upon and clarification on the online payment status. Additionally, my sister-in-law kept her original number, rendering the new line unnecessary, and I would appreciate assistance with this matter as well.
Reported by GetHuman4264479 on Mittwoch, 22. Januar 2020 04:06
We bought two Apple 8 iPhones together about four months ago, and they have identical WiFi settings. One phone stays connected to our ATT wireless router without any issues, while the other phone continually prompts for reconnection. We're looking to understand why this disparity occurs and seek insights based on common issues faced by other ATT Internet and wireless router users. Could it be related to the router dropping out, leading to manual reconnection on one phone and automatic reconnection on the other, even with a WiFi extender in our home? Or is it a phone-specific problem despite having the same model?
Reported by GetHuman4279472 on Mittwoch, 22. Januar 2020 15:45
Regarding account number [redacted], I have multiple cell phones under AT&T, and I am disputing a charge on phone number [redacted]. During a cruise trip, my wife and I used international roaming for $10 a day while on land. However, a $[redacted] charge from the ship's cell service appeared on her phone without our consent or request. We were unaware of these charges until it appeared on the bill around December 7th. Despite assurances from AT&T customer service in December, the charge reappeared in January. After lengthy discussions with multiple agents, I was informed that I am obligated to pay. It is concerning that AT&T did not notify us of potential charges and did not require our authorization for such substantial fees. I have been a loyal AT&T customer for years and find it inexplicable that this erroneous charge cannot be removed. I urge AT&T to address this matter promptly and contact me via phone or email. Sincerely, Michael B.
Reported by GetHuman-bodief on Mittwoch, 22. Januar 2020 22:22
To Whom It May Concern, I have been a customer of AT&T for a long time, dating back to when it was Ameritech in the late 90s or early 2000s. Despite my loyalty, I recently decided to close my account due to service changes and what I perceive as a lack of willingness to accommodate long-term customers like me. When I called to close my account (call number F9P62J4), I was disappointed to find out that the ~$[redacted] bill I had just paid would not be pro-rated for a refund. Speaking to a manager named Able yielded the same unhelpful response. This experience has left me disheartened and I will be exploring other carrier options in the future. The decision not to pro-rate and refund a month's worth of service has solidified my choice to not consider AT&T for any future services. While I doubt this email will receive a response, I felt it important to convey my dissatisfaction and the fact that I will not be recommending AT&T to others. Regards, Dmitriy Z. Former loyal AT&T customer
Reported by GetHuman-dimon on Donnerstag, 23. Januar 2020 16:59
Dear AT&T Customer Service, I am writing to address an issue with an AT&T gift card I bought for my wife three years ago. We recently attempted to use it at a store on 1/23/20, only to be informed that it had expired on 09/17. I was unaware that gift cards could expire and was instructed to contact the number on the back of the card. After providing the card number and access code, I was informed that the card had indeed expired and nothing could be done. Upon reaching out to AT&T, I experienced a frustrating runaround where different representatives seemed unable to assist. I am left wondering why a card I purchased with cash and was never used cannot be re-issued or exchanged. As loyal customers who use AT&T for wireless and DirecTV services, we would appreciate your help in resolving this matter. The lack of concern and empathy from most of the representatives I spoke to was disheartening. I hope that AT&T can provide a satisfactory solution. Thank you for your prompt attention to this matter. Sincerely, Scott F.
Reported by GetHuman4285574 on Donnerstag, 23. Januar 2020 23:19
I had two payments delayed and they suspended my internet service. I have a package with At&t since November 26, [redacted], where I was offered high-speed internet and a home phone for $60 each month, but that didn't happen. After three months, I moved the service to my new address where I got the cable package for $50 a month. The worst part is they have never honored the prices. I have been paying $[redacted].97 for a year now. I haven't used the two cable TV boxes that I disconnected and stored seven months ago, and I have never used the home phone. They are a hassle. With just one late payment, they disconnect my internet. They are thieves, taking advantage of people. In my opinion, charging more for the phone and cable is robbery. I am not lying, they should know if we use their services.
Reported by GetHuman4290054 on Samstag, 25. Januar 2020 03:34
I have been billed by AT&T for erroneous charges totaling $[redacted], which occurred while I was on vacation in the Philippines in early December [redacted]. I received an email alert from AT&T and promptly reached out to address the situation: On December 16, I contacted AT&T customer service and spoke with a representative named Rose. She confirmed the charges were incorrect and advised me to check back once my bill was updated. After the bill was updated on December 27, showing the $[redacted] charge, I contacted AT&T as instructed. I spoke with Jannie from the International Department who agreed the charges were inaccurate. She assured me she would escalate the issue for resolution within 3 days, but nothing transpired. Subsequently, on January 2, I followed up with AT&T and was connected to Dianne. Despite her attempt to validate the charges, I reminded her they had already been acknowledged as incorrect in previous conversations. After being transferred to Jose, he promised resolution within 28 hours, which did not materialize. Continuing my pursuit for a resolution on January 16 through an AT&T online chat with Joel, he acknowledged the $[redacted] overcharge and committed to refund it within 48 hours, excluding a surcharge of $76.39. However, no refund was processed. Again on January 22, I contacted AT&T, where Derrick assured me the refund would reflect by January 24. Unfortunately, no refund has been issued to date. As a long-time loyal customer of over 20 years and a veteran, I have always valued the service provided by AT&T. Regrettably, the prolonged delay in resolving this billing discrepancy is concerning and impacts my trust and confidence in AT&T's commitment to customer service. I kindly request the immediate removal of the erroneous $[redacted] charge from my account and prompt resolution. Thank you. Respectfully, R.C.B., MSgt USAF (ret.)
Reported by GetHuman4299358 on Montag, 27. Januar 2020 22:26
For the past 15 months, I have needed to access my cell phone bill for work. Despite encountering log-in issues for the last 3 months, after a few lengthy calls to customer service, I finally managed to resolve the problem and retrieve my bill. This recurring issue has been frustrating, as I expect better service considering the high price I pay for my mobile phone service. It has led me to consider switching providers for both my wireless and home services. I hope that this feedback helps in improving the login process for customers to prevent losing a loyal 5-year customer like myself. I look forward to a resolution to this ongoing issue.
Reported by GetHuman4303505 on Dienstag, 28. Januar 2020 21:12
Hello AT&T, I am reaching out regarding our subdivision, Prairie Heights, situated off Prairie Road in Sedalia, MO. Approximately 14 years ago, AT&T installed a new switch box station in our area. However, despite the initial installation, due to a limited number of homes at the time, the service was not available. Over the years, we have seen 16 new homes built along with 5 new homes on Prairie Road, and all the necessary fiber lines have been laid. We are eager to bring Universe and internet services to our community, especially with the USDA offering a reconnect Grant from January 31st, [redacted], to enhance high-speed internet access in rural regions like ours. I am interested in speaking with a representative from AT&T about how we can proceed with getting this area connected. Thank you, Ben and Liz S. [redacted] Hummingbird Road Sedalia, MO [redacted] [redacted]
Reported by GetHuman4306352 on Mittwoch, 29. Januar 2020 16:29

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