AT&T Customer Service Issues

Archive 72

The following are issues that customers reported to GetHuman about AT&T customer service, archive #72. It includes a selection of 20 issue(s) reported March 9, 2020 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 had trouble viewing and paying my bill for the past two months. I need to set up monthly payment arrangements and view my AT&T account to see the bill. I have attempted to contact customer service through chat and calls but have faced long waits, numerous transfers, and unhelpful responses claiming there are no issues with my account. I will not make a payment until I can view my bill online. I have included a screenshot of the error message I receive when trying to access my bill on the AT&T website.
Reported by GetHuman4439255 on Monday, March 9, 2020 8:52 AM
I attempted to upgrade my device by ordering a phone online. Upon delivery, the FedEx driver apologized for the poor condition of the shattered phone, which arrived with a broken charger. Despite being advised to refuse the delivery, we were met with confusing instructions from various AT&T representatives about receiving a replacement phone. Frustrated with the lack of customer service, we decided to cancel our wireless plan. However, our bill reflected charges for the damaged device and cancellation after it was generated. A customer service rep advised us to pay only for internet and assured us of forthcoming credits to correct the charges. Unfortunately, this month's bill includes previous overcharges and full device cost. Despite multiple attempts to seek assistance via phone and chat, no solution has been provided, creating a sense of theft as I am being billed for a device I never possessed. This ordeal has been time-consuming and infuriating, leading me to consider legal action if the matter remains unresolved promptly. I demand a resolution and fair treatment as a long-time customer of AT&T.
Reported by GetHuman4463276 on Saturday, March 14, 2020 6:05 AM
I have not changed providers, but my service has been interrupted for the second month in a row. I have been struggling to resolve the issue and have been on hold for over three hours. My business with 7 phone lines is affected, as callers are informed that the number is not in service, leading them to think I have shut down. My account number is [redacted]. I am still on hold as the representative is trying to address an issue with my U-verse account having the wrong address, preventing my phones from being reconnected. This situation is confusing to me as I have paid both bills on time. Please contact me as I am extremely frustrated. My cell number is [redacted]. - Beth Staggs Sutton
Reported by GetHuman4474517 on Monday, March 16, 2020 5:13 PM
I visited an AT&T store on Sunday morning to set up cable and internet services. After scheduling an appointment for Monday, the technician who arrived mentioned it would require a two-person team, but only one showed up this morning. Despite spending about an hour working, the technician left without providing any information. My attempt to reach technical support led to a frustrating 3-hour wait on hold. Returning to the store was unhelpful, and I'm stuck unable to speak with a live person. I'm greatly disappointed, frustrated, and increasingly upset listening to the automated messages. I would appreciate a callback at [redacted].
Reported by GetHuman4483472 on Tuesday, March 17, 2020 11:21 PM
I recently purchased an unlocked iPhone X from a verified eBay seller. However, upon inserting my SIM card, I received a message stating my SIM was not supported. After checking the IMEI, I discovered it was locked to AT&T due to an unpaid installment plan. Despite attempting to unlock it through AT&T, I was unsuccessful. I have contacted the seller but am considering other options before resorting to returning the phone. It would be inconvenient to wait for the return process, receive a refund, and buy another phone. I am hoping to resolve this with AT&T to avoid this lengthy process.
Reported by GetHuman-colbymye on Thursday, March 19, 2020 3:25 AM
I recently moved to a new community that uses Comcast, but I had been with AT&T. I spoke with "Paul" from AT&T TV on March 2 regarding my account transition and was informed that a previous balance from U-verse would be cleared due to the switch. Despite seeing a reduced balance on MY ATT account, I faced issues setting up the service at home, even after receiving the necessary equipment. An installer visited on March 11 but was unable to proceed as my account details seemed incorrect. This led to a series of calls to customer service, with the hope of resolving the situation. I was eventually assisted by "Mark" and later by "Melissa," who offered to transfer me to another representative but ultimately suggested cancelling my service. Melissa provided a link and number for disconnecting the AT&T service.
Reported by GetHuman4494912 on Thursday, March 19, 2020 9:08 PM
I recently moved to a new community where Comcast is the provider. While I previously used AT&T, I was contacted by "Paul" from a number [redacted] on March 2 and signed up for ATT TV services. Paul mentioned clearing a $[redacted] U-verse charge since I switched to ATT TV. On March 4, I received a package with a box, remote, and cables. An installer came on March 11 but faced issues with account setup. Despite attempting to access my account on MY ATT, the old $[redacted] balance reappeared. I contacted ATT multiple times and was finally redirected to "Mark" (MR731A), who passed me to Melissa (MR0081) at Loyalty Dept. Melissa was unable to view my notes and suggested canceling my service. She sent me a link and number to disconnect ATT TV. Frustrated with the experience, I am considering canceling due to poor service and unmet promotions.
Reported by GetHuman4494912 on Thursday, March 19, 2020 9:13 PM
I bought a Samsung Galaxy Note 10+ through a Facebook page called Market Palace. The phone was working fine on the purchase date, and the seller had assured me that the IMEI was clean with AT&T. After 13 days using it with T-Mobile, it suddenly stopped working and displayed "no service." Upon checking with the seller and involving the police, it was mentioned that the phone is no longer in service and the seller provided no explanation. Upon rechecking, it was found that the phone is blacklisted. What steps should I take to resolve this issue? I have all the seller's details, including their affiliation with AT&T, name, address, and photos of the product listing. Thank you for your response.
Reported by GetHuman4501470 on Saturday, March 21, 2020 2:08 AM
Dear Customer Service, I am concerned as I have received a confirmation of an order for €50 without even pressing a button. I find this business practice unsettling. There are no reference numbers provided. I request an immediate response and cancellation. Regards, Ate Schell
Reported by GetHuman-ateschel on Saturday, March 21, 2020 8:20 AM
Our service has been down for more than six days. We raised a trouble ticket on the same day, but it was canceled without resolving our issue when the neighbor's phone service was restored. Being 69 and 80 years old, we rely on our landline as our primary means of communication but have no cell service available where we live. The AT&T website was so slow and unresponsive that I needed the help of my son from another state to re-submit the trouble report. Despite the sunny weather and our efforts to clear a path for the repair person, there is a delay until 3/25 at 6pm for our line to be restored. My elderly husband has fallen three times in the last two days, and we are distressed by the lack of communication access in case of emergencies. We understand the global situation, but we urge for a prompt resolution as our circumstances are unique.
Reported by GetHuman4505115 on Saturday, March 21, 2020 10:31 PM
I requested the disconnection of my landline on February 4th. A representative, who struggled with English, referred to me as "Mr. Keith" and persistently tried to upsell DSL service with poor call quality. On February 11th, a technician visited but instead of disconnecting the line, attempted to upgrade the DSL service. After realizing the error, the technician eventually disconnected my landline. Despite this, incoming calls still ring, and callers can leave messages, misleading them into thinking I am receiving them. Numerous attempts to address this issue have been made to no avail, even after contacting the local tech support number provided. Furthermore, I am still being billed for the disconnected landline over a month later. AT&T's customer service has been unresponsive, with a quoted wait time of [redacted] minutes on their helpline. Assistance in resolving this matter would be greatly appreciated.
Reported by GetHuman-kmuscutt on Tuesday, March 24, 2020 7:55 PM
Issue: Landline phone not fully disconnected despite technician's visit Description: I requested my landline phone to be disconnected on Feb. 4. A technician arrived on Feb. 11, not to disconnect as instructed but to upgrade my DSL service. After some confusion, he eventually disconnected the landline. However, callers can still reach my supposedly disconnected line and leave messages, indicating it is still active. I have tried contacting tech support without success, and I am still being billed for the service over a month later. AT&T's customer service has been unresponsive and frustrating. Solutions: 1. AT&T must fully disconnect the landline to prevent it from ringing. 2. Stop billing me for the landline service and refund the charges since the disconnect request on Feb. 4. I hope for a resolution to this ongoing issue.
Reported by GetHuman-kmuscutt on Tuesday, March 24, 2020 9:50 PM
Recently, calls to my business line at [redacted] have not been connecting to my answering machine after three rings as usual. The answering machine, located on my desk in the office, typically records messages for me to check and return calls through my cell phone. Lately, callers have been experiencing endless ringing with no access to leave messages. This is causing me to miss important business calls from new clients who are only given this landline number. While the answering machine is functional, the issue seems to lie in the phone line connection to my office. Even plugging a phone directly into the jack does not work. I have been unsuccessful in contacting AT&T for assistance. I urgently need this matter resolved to prevent further missed opportunities.
Reported by GetHuman4521283 on Tuesday, March 24, 2020 11:23 PM
I am seeking assistance. My 81-year-old mother, residing in Greenville, SC, encountered an issue with her phone battery and visited the local AT&T store. Unfortunately, she was unable to purchase a new phone due to not being an authorized user on my account. After a lengthy wait time on the phone with AT&T, I suggested she return to the store for a potential solution involving FaceTime with me for authorization. Regrettably, both the salesperson and a supervisor were unable to accommodate this request, citing restrictions. Only after my mother became emotional did the supervisor allow permission via email. I was surprised by the lack of flexibility and creativity during this challenging time, especially after being a loyal AT&T customer for over 30 years. I hope to discuss this matter further.
Reported by GetHuman4526448 on Wednesday, March 25, 2020 7:59 PM
I typically refrain from lodging complaints, but I've been without internet for the past four days, forcing me to exhaust my data plan. Today, I even had to buy additional data. I subscribe to the $50/month plan and rely on home and work Wi-Fi, hence I usually don't need unlimited data. However, given the recurring unreliability of my internet service lately, I don't think it's fair for me to keep buying data each time the internet fails, especially when it's not due to any fault of mine. I feel like I'm being taken advantage of, and this situation is frustrating. While I acknowledge the challenges posed by the ongoing COVID-19 pandemic, I still require adequate data for my college assignments and for entertainment while spending most of my time at home. It's disheartening to constantly add more data when I should have the convenience of stable Wi-Fi.
Reported by GetHuman4533789 on Thursday, March 26, 2020 10:59 PM
Subject: Cancellation Request for AT&T Service - [redacted] On March 2, [redacted], I initiated a service cancellation with AT&T through your website's chat service. A representative named "Johnny" advised me to contact the cancellation team at [redacted]. When I spoke with "Alex" from your Santa Rosa office, he explained that the cancellation couldn't be processed as another company had not released an order to port our number. Despite contacting WAVE and halting the porting process, communication issues persisted. Given the circumstances, I contacted my bank to stop AT&T charges. Subsequently, I received mail and email notifications about the account status and pending bills, which raised concerns about the closure process. I kindly request written confirmation of the account closure to avoid any further issues. Thank you for your prompt attention to this matter.
Reported by GetHuman4533915 on Thursday, March 26, 2020 11:25 PM
I had an issue with my AT&T TV receiver before. I contacted AT&T technical support because it wasn't working, and they promised to send me a new cable box. However, they increased my bill by $56.75, claiming it's for a new service I didn't receive. Despite having the same channels, I am now paying an extra $10 per month per box. Contacting AT&T has been a challenge. I tried calling on 03/25/[redacted] and waited on hold for 45 minutes with no response. Today, 03/27/[redacted], I called again, but after being on hold for 57 minutes, my call was not picked up. I am frustrated as there is no email option on their website for communication. I hope AT&T addresses this issue promptly. It feels like they are exploiting the current situation with the Coronavirus instead of assisting customers.
Reported by GetHuman4539774 on Friday, March 27, 2020 9:51 PM
I received a confirmation for an order that I did not authorize or initiate. The confirmation indicates various services along with associated costs, yet I have not engaged with any such services. Unfortunately, there is no customer number provided for reference, leaving me unsure about the nature of this order. Moreover, attempts to locate a contact phone number or email for customer service have been unsuccessful as both the phone number and email address provided are not accessible. This situation has left me puzzled and concerned about this unrecognized subscription. I would appreciate assistance in canceling this unauthorized service immediately. You can reach me at phone number [redacted]. Thank you.
Reported by GetHuman-ateschel on Saturday, March 28, 2020 7:35 AM
I am seeking assistance with correcting my charges from AT&T. I contacted customer service and was on hold for 35 minutes. I need someone to review my charges. In January, I paid $81.59, in February I paid $[redacted].98, and in March I paid $[redacted].99 after considering adding additional channels. I now wish to cancel these channels as the cost is too high. After a failed attempt to resolve this on the phone due to a 25-minute wait, I am reaching out this way. My original account number in January was [redacted]69. This month, the number is now [redacted]74. I would appreciate any advice on how to cancel the extra channels and reduce my bill back to the original amount from February.
Reported by GetHuman4553403 on Monday, March 30, 2020 6:34 PM
In Florida, price gouging occurs when selling essential items at excessively high prices following a declared state of emergency. This is punishable as a 2nd-degree misdemeanor, with fines of up to $[redacted] and/or 60 days in jail for a first offense, and up to $25,[redacted] for multiple violations in a day. With the state of emergency declared by the governor due to the COVID-19 pandemic, § [redacted].[redacted] has been activated, including the price gouging hotline. During emergencies, most states classify price gouging as a violation of unfair trade practices with civil penalties enforced by the state attorney general. Criminal penalties may also apply in some states. It's important to be aware of these regulations to protect consumers. Email: [redacted] Phone: [redacted]
Reported by GetHuman-leonreal on Tuesday, March 31, 2020 12:48 PM

Help me with my AT&T issue

Need to call AT&T?

If you need to call AT&T customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call AT&T
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!