AT&T Customer Service Issues

I lost my husband on December 10, [redacted]. When I canceled his cell phone on January 9, [redacted], I learned that our billing period runs from the 6th of the month to the 5th of the next month. The bill from January 6th to February 5th not only charged me for the service but also increased the cost of the line by $22.44. Despite speaking with multiple representatives, including a supervisor, AT&T insisted on not prorating the cancellation. The sole reason I canceled the phone number was due to my husband's passing. I simply hope for fairness and request that they do not overcharge me.

I am disappointed by the recent visit from the Service Reps to our office. The trainee was the one making decisions and abruptly ended the conversation, while the Trainer seemed uninvolved, spending most of the time on the phone. I expressed my concerns to them, feeling sorry for the Trainer, and received little response. This lack of understanding of our situation over the past 8 months is troubling. It's clear that the roles were likely reversed from what I was told. The overall experience fell far short of satisfactory; it was below the "just OK" standard. I hope in the future, your company will send representatives who are familiar with our account and can offer meaningful solutions to our business needs. Thank you. West Side Storage [redacted] Carver Lane Lebanon, TN [redacted]

To whom it may concern, I have been a loyal IBM employee since [redacted] and a customer of NUT/TAT for the past 43 years. Despite residing in what we internally refer to as the "Morrisville dead-zone," I have endured poor wireless coverage and subpar bandwidth with my "FastAccess(R)ISL Direct XtremePro" connection. The frustrating frequency of DOS attacks impacting my service is alarming, especially when support seems unaware and unhelpful. The inability to upgrade to fiber due to outdated junction boxes is not only affecting me but countless others in my neighborhood. The fact that new homeowners cannot access ISL service is unacceptable, given the previous availability. I urge for a resolution, as this longstanding issue continues to diminish the service quality for many. Sincerely, E.B. [redacted] / [redacted] Please, I implore someone to address these concerns promptly.

Dear AT&T team, I am writing to address a concerning issue regarding a duplicate payment on my account and seek clarification on any potential credit issues. My account was set up on January 12, [redacted], at [redacted] E El Camino Real, Sunnyvale, CA [redacted], with the purchase of a SIM card and a $50 plan. Unfortunately, there was a network outage that day, resulting in my internet service not being activated. I later joined a multiline plan with Hong Chew at [redacted], who informed me of an additional $30 payment required for the line activation. I have included two screenshots for reference: one displaying my initial credit card transaction in-store and the other showing the additional charge on the AT&T website. I have received conflicting information from your customer support team, with one representative stating the $50 plan payment should not have been made and another mentioning the $30 charge was due to insufficient credit in the multiline account. I also encountered issues where a staff member abruptly ended our call. Hong Chew, the account owner, mentioned an activation fee is necessary when changing plans. I kindly request clarity on these matters. Sincerely, Mitchell

Dear AT&T team, I am writing to inquire about a duplicate payment on my account or if there are any credit issues. I set up my account on January 12th, [redacted], by acquiring a SIM card and a $50 plan at [redacted] E El Camino Real, Sunnyvale, CA [redacted]. However, on that day, the AT&T network experienced outages for new connections, and my internet service was never activated. My contact number is [redacted]. Upon attempting to switch to a multi-line plan with Hong Chew at [redacted], an additional $30 payment was requested before activating the line. I have provided two screenshots: one displaying my in-store credit card transaction and the other showing the payment made on the AT&T website. Could you please address the issue, as one customer service representative mentioned that the $50 plan should not have been paid for, while another stated that the $30 online payment was due to insufficient credit in the multi-line account? Additionally, I encountered a representative who abruptly ended our call. According to the account owner, Hong Chew, an activation fee is required when changing plans. He is copied on this email. Your guidance on this matter would be appreciated. Sincerely, Mitchell

I just need to speak with a representative regarding the possibility of transferring my remaining minutes from an old AT&T prepaid phone card to a new prepaid phone. Initially, the card had [redacted] minutes, and now there are [redacted] remaining. The card seems to have been issued around [redacted]. When I contacted the number on the card, it indicates no device is linked to it. I bought the card at Sam's Club.

I experienced a frustrating situation being transferred between multiple representatives regarding a $[redacted] credit request for an unauthorized International Day pass on my daughter's trip to Barcelona, Italy. Despite her using a local phone service and communicating through WhatsApp on airplane mode, agents insisted I owed the charges. One support agent agreed to credit the amount, yet another reversed this decision. I continue to dispute these charges and refuse to pay. The repeated inquiries about authorizing the day pass were not understood by the agents. I urge the management team to review the extensive chat transcript to comprehend the miscommunication. I seek acknowledgment of this matter via email or a call.

Regarding Internet Service Disruption On February 7th, we reached out to AT&T about our internet service issues. Following the standard troubleshooting process, it was determined that the modem was faulty. A replacement modem was supposed to arrive by February 8th, but as of the 9th, it had not arrived. After contacting AT&T on the 10th, we were informed that the replacement modem was never ordered, which was frustrating. Despite reassurance from a supervisor, it turned out that an investigation revealed the modem was never ordered. Surprisingly, a modem was delivered on Tuesday, but it didn't resolve the issue. A service technician later discovered that the problem was actually a damaged cable outside, not the modem. Although we have been loyal customers for 48 years, the miscommunication and delay in addressing the real issue left us disappointed. We believe we deserve better compensation for the inconvenience. This experience has been trying, especially considering the time wasted on unnecessary modem replacements. AT&T needs to enhance their troubleshooting process to prevent similar incidents. Communication within the company seems disjointed, which is concerning for a communication-focused company. We hope for improved customer service and offers catered to long-term customers to regain our trust. The lack of consideration led us to switch from Direct TV, where we received better treatment only upon cancellation. We hope our feedback helps improve customer experiences.

For years, I have been experiencing a recurring problem in my home with the phone lines. When a technician comes to fix one line, the other phone line, crucial for my internet, is inadvertently disconnected. This happened again recently and has become frustrating as it also occurs when neighbors encounter issues. The technician consistently disconnects one of my lines without resolving the root problem. To address this issue, I would appreciate any assistance available. My landline phone number is [redacted], and I can be reached on my cell at [redacted] in Detroit, MI, zip code [redacted].

I was informed by an AT&T representative over the phone that I could visit any AT&T store to pay off my phone and have it unlocked immediately. At the store, the manager confirmed I could unlock it on the website after settling the payment. However, upon trying, I received an error message saying the phone was not fully paid off. Despite seeing the payment reflected on my statement, I was advised by customer service to wait for 24-48 hours. After being transferred multiple times, I was eventually informed it may take up to a week to unlock my phone. Frustratingly, I now have to wait 24 hours due to multiple failed attempts. I urge for my phone to be unlocked as soon as possible, as I am relying on someone's plan and this delay is causing inconvenience.

I am Paul Vande Velde from Westlake, Ohio, writing about my experience with your services. I recently canceled my cable service effective October 1, [redacted], due to dissatisfaction with the service quality and high fees. Despite following all return instructions for equipment via UPS and having my service terminated on time, I have discovered continued charges on my Discover card for October [redacted], November [redacted], December [redacted], and January [redacted] without my consent. Despite my efforts to resolve this issue through multiple calls to your customer service, it remains unresolved. As a result, I have taken the step of disputing the charges with Discover and may pursue legal action as the total amount exceeds $[redacted]. I urge you to address this matter promptly. Thank you for your expedited attention to this issue. -Paul Vande Velde

I am seeking assistance with reviewing all recorded messages from October to today regarding a disputed $[redacted].66 charge on my bill for an iPhone 8 that has been paid off. Despite being assured multiple times that the iPhone 8 was paid for and did not need to be returned, I am now being charged for not returning it. Each time I contact customer service, I receive conflicting information. I am in a difficult financial situation and cannot afford these additional charges. I urge a higher authority to thoroughly review the call recordings and address this matter promptly. My account numbers are [redacted] and [redacted]. My name is V. Sousley.

My patience is wearing thin with AT&T, and I am looking into other providers. If this issue isn't resolved promptly and a confirmation email isn't sent, I will have to cancel my service. We've been loyal customers, but recent events are unacceptable. Review our past conversations - our account was billed the incorrect amount despite being assured it would be about $[redacted]. Please issue a credit for the previous bill and adjust the current bill accordingly. We are reluctant to switch from AT&T, but unless this is rectified, we'll have no other choice. I've spent a significant amount of time on calls and chats, feeling deceived. This level of service is highly disappointing.

Following a recent experience at an AT&T store on Lincoln Blvd in Los Angeles, I attempted to purchase a phone charger but faced a troubling incident. After a long wait to pay for the charger and no assistance, I handed it back, only to be threatened with arrest by the security guard. The guard behaved aggressively, standing very close and even implying he would become a police officer. Witnesses are available to corroborate my account of being falsely imprisoned and assaulted by this guard. As an attorney, I am prepared to take legal action against AT&T and the individual involved if the issue is not resolved promptly. I kindly request AT&T's legal representative to contact me at the provided phone number or email address to address this matter urgently. Thank you, James D.

I recently purchased an iPhone 11 from AT&T, but now I wish I had gone for the pro max instead. I initially thought it would raise my bill too much due to the 4 iPhones and 2 Apple Watches on our unlimited plan. After discussing with my husband, we realized it would only be an extra $10. However, when I inquired about switching at the store, I was told there would be a $55 fee even though it hadn't been 24 hours since the purchase. I am willing to pay the difference in taxes, as all I paid today was $[redacted] just for the upgrade. I understand there might not be a way around the fee, but as a loyal AT&T customer with gold member status, I was hoping for some assistance in waiving the $55 charge.

During my discussion with an AT&T representative about getting their internet service, I made sure to confirm if it would be fast enough for our household's internet needs. I detailed the number of devices we use and our streaming habits and was assured it would be sufficient. However, after installation, we encountered continuous issues within the initial 3 days. Despite contacting tech support, the problems persisted. Upon canceling the service, I was surprised to receive a $99 bill for installation. Customer service explained it was a valid charge, but I feel it is unfair given the service's performance. While I expected to pay for the 3 days used despite the issues, I find it unreasonable to be charged $[redacted] for a malfunctioning service, especially when I had clarified our requirements beforehand. I believe I should not be held accountable for this cost. My account number is [redacted], and my name is S. B.

Regarding Account #[redacted]38, my daughter and I have encountered multiple issues with AT&T and Direct TV. Beginning on 08/10/[redacted], Janet quoted me $76.99 for basic TV and internet services, with a $[redacted].00 gift certificate. Despite promises, our service was not restored promptly, as Rep Carol later demanded an additional $50.00. Manager Carter assured resolution by 08/17/[redacted], but technical difficulties persisted, leading to downgrading our service. Following futile attempts to resolve the matter, I spoke with Camille and Manager Jean, who said the issue was fixed, instructing me to call customer service for the rebate. Despite continuous follow-ups, the bill remained incorrect, and the rebate was not received. In November, billing promised to combine bills but failed to do so effectively. Amid personal challenges, I had to cancel services due to the ongoing misinformation from AT&T and Direct TV representatives. An assistance ticket #ATP[redacted] was issued for a $[redacted].36 refund. Unfortunately, services were interrupted while I was away, and attempts to resolve this were met with rude representatives. I dispute the disconnect fees and urge for a thorough review of the charges. Contact details for my daughter Shapheca Lake are [redacted] and for myself at [redacted]. Email addresses are [redacted] and [redacted]

I am disappointed with the customer service I received. When I called the main number, I was transferred to a call center where the background noise made it hard to hear "Kim" properly. I needed to know if my European day passport plan would work in Australia for my phones, [redacted] and [redacted]. Additionally, my husband's phone did not work in London despite being charged. After a 30-minute call with "Kim," I was only told the plan might work in Australia and my husband's phone should work since the bill is up to date. When I asked for further assistance, she mentioned high call volumes and couldn't transfer me to another department. She suggested calling [redacted] but warned of long wait times. I am frustrated with the lack of help from ATT.

Date: 3/5/[redacted] Account: [redacted] To Whom It May Concern, I am writing to raise a formal complaint about the disappointing customer service I experienced with AT&T. My son's watch line caused ongoing issues that could not be resolved by your customer service and management teams. After being loyal AT&T wireless customers for over 20 years, we encountered problems with billing and services. Despite lengthy phone calls being transferred numerous times, the issue with my son's watch line persisted. Despite his service in the Marines and his request to cancel the line due to not using it while working with tanks, AT&T insisted we could only suspend it, still incurring a service fee. Following numerous frustrating interactions with over 20 agents and 10 supervisors, inconsistency and inadequate notes only added to the stress. The lack of proper training and communication on AT&T's part led to confusing responses and demands for impossible documents. I reluctantly paid the final bill to avoid collections, feeling let down by the lack of support for my son's situation abroad. This experience with AT&T has proven to be the most frustrating consumer ordeal I have faced. I have records of agent interactions, notes, and varying responses to this issue, highlighting the lack of satisfactory resolution for a customer with a family member serving their country. Sincerely, Eva Rodriguez

After being a Direct TV customer for 25 years, I decided to switch to AT&T mobile service two years ago, but now I want to go back to Verizon. I still had one month left to pay off my phones when I decided to take advantage of a Black Friday deal. Despite receiving conflicting information about the amount I owed for the phones, I paid it off immediately. However, I then received an unexpected bill the following month and after a series of phone calls and reassurances, I was shocked to find out I owed $[redacted] and that it was sent to collections. Despite a perfect payment history and diligently checking on what I owed before canceling, my credit score is in jeopardy. It's frustrating that there was a breakdown in communication from such a large company. I feel like I've run out of options and don't know where to turn next.