AT&T Customer Service Issues

I am writing to address my recent experience with your company. My name is Josh C., and I decided to give your services a try by signing up for a TV and internet bundle on March 26, [redacted]. The installation was scheduled for April 2, and despite making arrangements to be available, no one from your team showed up or contacted me all day. I made several unsuccessful attempts to reach out for assistance, each time being met with long wait times and no resolution. It is incredibly frustrating that despite having paid for the services, I have not received any communication or updates. This level of customer service is disappointing and unacceptable. I hope to see a swift resolution to this matter and expect better service moving forward.

I recently purchased a new phone, and my bill doubled unexpectedly. I was assured that trading in my old phone for $[redacted] would only cause a $10 increase in my bill. When speaking with Irene, she mentioned my bill would rise by $10 plus the cost of the new phone. However, I was informed the price with the trade would be $20 instead. I am concerned about this situation and would like more clarity. Due to current circumstances, I prefer not to visit the store in person. The manager I spoke to was unhelpful and insisted on in-person assistance. When contacting customer service, I struggled to understand the representatives due to a language barrier. I attempted to reach out to the corporate offices, but the system rerouted me back to the general line. As a long-time customer, I expect better service and clearer communication. I faced a 4-hour wait on hold yesterday, which was frustrating. I believe I returned the old phone as instructed; however, I am being asked to pay the full monthly price for four months without factoring in the trade. I value my time and hope this issue can be resolved promptly and effectively.

My mother has been experiencing ongoing issues with her phone line, preventing her from receiving or making calls since before 20 March [redacted]. Her inability to communicate poses a safety risk as she cannot even dial emergency services. Despite her attempts to have the line fixed, language barriers have made it challenging as she only speaks Spanish. This situation is critical as the phone is her sole means of contacting family, particularly with current Coronavirus concerns. She continues to be billed for a non-functioning service, which is concerning given her limited income from Social Security. I called the [redacted] number today and was informed the issue should be resolved by 8pm tomorrow. It is essential that this is indeed the case, as her family relies on this communication method. I also request a refund for the 20-day period the phone has been out of service. My mother's phone number is [redacted], and I'm contacting from Houston, TX while she is in Harlingen, TX. The situation has been distressing, having to rely on other family members to check on her well-being.

I was informed on March 4 that there would be no charge for the technician visit, yet I was charged. Additionally, I was not made aware of the $49.00 installation fee for a new box. I have spent a total of 4 hours on hold trying to resolve this issue. As a senior living on disability, I never would have approved a $[redacted].00 visit. The original installer in January, Michael, left the job unfinished, leading to a second visit. I am seeking to have these charges waived. Despite being promised a return call from a supervisor by Jen on Monday, April 6 (JT210V), I have not received any communication.

On December 27, [redacted], I transitioned from AT&T DSL internet to fiber internet service. Despite this, AT&T (Account #[redacted][redacted]) continued billing me for both services instead of terminating my old DSL service as promised by the installer. While I did receive a partial credit for the DSL service, I believe it is unfair to be charged for both internet services simultaneously. The lack of automatic cancellation for the old service has resulted in this issue, and I do not believe I should be held accountable for the DSL bill.

I canceled my services with AT&T almost a month ago and returned the equipment via UPS. AT&T has confirmed receiving the equipment. Despite this, I am still receiving billing notices through mail and email. I have contacted them through live chat and phone calls, and every agent confirmed that my account is closed. I am unsure of who to contact in order to resolve this billing issue and finally close out my account. I have been discarding the notices, but it feels like a waste of both my time and AT&T's resources.

My new AT&T TV, internet, and landline promotion started on March 13, [redacted]. The technician arrived on March 20, [redacted], to install the services. Prior to his visit, AT&T sent me a box, which he explained was for one TV, not all as I had expected for two TVs. I was frustrated because I was told by the agent initially that we would have two TVs. The technician advised me to visit an AT&T store to order another box for the additional TV. Due to the lockdown, I had to order it over the phone, but it has been over three weeks and I still haven't received it. After the initial installation, I informed my previous provider that I am switching to AT&T. I am disappointed with the problems I have encountered with the services. If this is not resolved promptly, I may consider returning to my previous provider.

I have been attempting to get fixed wireless internet. It was initially available when I placed my order. Three people within [redacted] feet of my location currently have or have had this service. However, shortly after ordering, my service was cancelled, stating it was not available. Despite multiple phone calls, a ticket was created to verify my address for service, which was then closed without anyone visiting my property. I confirmed a supposed tech support number with an individual who mistakenly gave me the contact information for another provider. Both my daughter and I have open tickets to receive the service, yet no effort has been made to investigate why the initial technician reported incorrectly. I have cameras to prove the technician did not come by. Despite providing evidence, no additional tickets have been written to address this issue. I am frustrated that even with fixed wireless and DSL available, I cannot access either service.

In November [redacted], I signed up with AT&T at the Middletown, NJ store, trading in two iPhone 7's for two iPhone 11's under a promotional deal for two free phones. Despite being assured that I would be refunded within three billing cycles for the new phones, I have been continuously charged for them. While they have received and processed my traded iPhones, last month I was credited $50 for the phones, which then reappeared on this month's bill. I have paid an extra $[redacted] on this account, and after five unsuccessful calls with no resolution, I am frustrated with the lack of progress. Despite promises to escalate the issue to a manager, I have not received a callback. I am considering halting further payments to AT&T until this matter is resolved.

During the pandemic, I transitioned to working remotely and needed reliable internet for meetings. After being reassured by the AT&T Facebook team that my area had excellent coverage, I visited the local store. The Store Manager, Jeremy, was understanding of my concerns about reception in the countryside and even let me test a cellphone's signal near a tower. Surprisingly, the signal dropped completely once I passed the tower, which led to Jeremy promising to report the issue. To my frustration, AT&T claimed the tower was fine when I followed up weeks later. Despite numerous complaints from residents and even a neighboring town having tower problems, the lack of action was concerning. It's disheartening that customer service was dismissive and even hung up on me. My neighbor's inability to report a power outage due to poor signal further highlights the severity of the issue. I simply seek reliable internet and compassionate assistance from AT&T to address this ongoing situation.

Regarding ATT Account #CH515W: We terminated a landline in November [redacted] under phone number [redacted]. Despite the closure, we were billed incorrectly by ATT. After speaking with Supervisor Samantha on January 6, [redacted], she acknowledged the error, noted a credit balance of $[redacted].26, and committed to sending a refund check within 30 days. However, as of my latest ATT statement, no check has been received. Subsequent calls on April 7 and April 13 led to challenges in locating the landline account for the refund. Chris, the Manager, proposed a $50 discount on DirecTV bills for a year to compensate. Yet, the original issue remains unresolved. Please assist in locating and closing the lingering landline account associated with [redacted] to prevent further complications. It originated with ATT in Page, AZ, possibly involving Mountain West. Your prompt attention to this matter is greatly appreciated. Thank you, Marsha and John Painter [redacted] West View Dr PO Box [redacted] Page, AZ [redacted] Email: [redacted] Phone: [redacted]

I have been trying to add a line to my AT&T Unlimited Elite account for two weeks. Initially, my online order was stuck "in progress" for days due to COVID-19, so I went to the store where they insisted on full payment upfront of $[redacted] for the phone. After being informed that my online order was canceled, the store continued to demand the full amount upfront. I then made another online order with a $[redacted] deposit, but when I called to confirm, my order could not be located. Today, I went to a store and purchased the phone for $[redacted]. Upon checking my account at home, I discovered I was charged $[redacted] and $[redacted]. This has been an exhausting process that started on April 2nd, aiming to have the additional line for my daughter's 11th birthday on April 11th. I have not only missed her birthday deadline but also been double charged. I request a full refund for both charges, and I will retain the phone and continue with the monthly charges of $[redacted]. If this matter is not resolved promptly, I will switch my service to Sprint. I hope for a swift and fair resolution.

For the past two months, we've been unable to use our DirecTV services in any of our four bedrooms despite making a $[redacted] payment on March 12, [redacted]. None of the three bedrooms are receiving the cable services we've ordered, and our WiFi has not been working since we restored it due to a previous late payment. We've contacted AT&T over [redacted] times, but have received poor service, lies, and have been misled. I request an immediate restoration of our services and a refund or credit for the next two bills due to this entertainment interruption during quarantine. Thank you, N. Watson.

I have been without email for over 24 hours due to being locked out of my account. I attempted to contact AT&T but faced issues with their phone tree disconnecting on me. Online help directed me to sign in with an email account I cannot access. After trying various contact numbers, I eventually found a number with options for different services. I spoke to a representative who said they would connect me to the right department and technical support, only to end up in the same department. I have been on hold for 38 minutes without any human contact. As someone who relies on email for work, this situation is extremely frustrating. AT&T's customer service is severely lacking, especially for a communication company.

I have been trying for two days to switch my TV service from UVerseTV to ATTNowTV with AT&T. I attempted to make the change through various methods such as the My AT&T app, the Smart Home app, virtual live chat, and calling Customer Support. I have the Now app downloaded and am already using it with a Firestick in the living room and Roku in the bedroom. I want to maintain my AT&T internet service bundled with NowTV without any changes to my address or billing information. I need guidance on how to disconnect UVerseTV and return the equipment. I am feeling frustrated and agitated due to the difficulty I have faced. I am looking for assistance with this matter.

I have noticed an unusual overcharge on my AT&T prepaid account. I want to clarify that I choose this plan for its value, not due to financial reasons. However, I have observed a difference in the customer service I receive. I am on the unlimited plan, which should cost either ** or ** dollars with Autopay. Nevertheless, I have been billed ***.** since **** with service interruptions. It's strange that my service was not cut off despite the overdue bills. I am requesting a refund of **.** to be credited back to my payment method, taking into account the dropped calls and long wait times I have experienced. I recently saw charges of [redacted].94 from 3/25-4/5, whereas I should have only been billed 45.00. Additionally, I have spent approximately 25 hours on the phone. I feel that these actions may constitute consumer fraud during a challenging global situation.

I encountered two issues recently. Firstly, I enrolled in auto prepaid in March. Then, unfortunately, my purse got stolen along with the bank card I used for auto pay. After receiving a replacement card and updating my information for the AT&T Prepay auto payment, I still faced discrepancies. Despite changing the card details before midnight on the due date, I received conflicting messages about the payment. Initially, the charge was incorrect as well, with the amount going up to $60 instead of the expected $40 for my $65 plan. Due to the first problem, I have been unable to reach customer support by phone. Secondly, my cell signal has been extremely weak, impacting my ability to make calls or use the internet effectively. Even in areas where I normally have signal, it has been inconsistent. Despite trying the usual troubleshooting steps, the issue persists. This has led to difficulty contacting customer service about the billing problem and the signal loss. Any guidance and assistance in resolving these issues would be greatly appreciated in these challenging times. Thank you for your time and support. Sincerely, Demetria "Cindi" T. [redacted]

I had a service technician visit my home after a referral from Your Phone Technician. Despite being charged $99 for the service call, the technician only caulked a leaky hole around the fiber entering my home. Prior to the visit, I had already spent 2 hours on the phone with a technician who indicated the need for dispatching a service technician. During phone conversations on 4/21/20, I escalated my concerns twice and spoke with a tech "manager" named Phillip. He was supposed to escalate me to his supervisor but abruptly ended the call instead. I have been a loyal AT&T customer for around 5 years, certified in Linux networking and A+. Despite my discontent, I have considered switching to a competitor due to this experience. I believe it's essential for someone from upper management to reach out to me promptly.

I recently received a notification informing me that I am close to exceeding my data cap. Despite my attempts to purchase extra data, I have been unable to do so. I acquired a hotspot to add 50GB more data, but it failed to connect any devices consistently, even though it briefly worked with tech support four times. I never received a callback after my issue was supposedly escalated. I believe, based on information from your forums, that the problem lies with your routers. It has come to my attention that AT&T allows unlimited data usage for certain customers. I am adamant about not paying any overage fees. I am requesting a Supervisor to contact me at [redacted]. It's Sunday and technical support is closed, despite spending countless hours on the phone with no resolution. Please make a note of this email in my record and cease sending threatening emails regarding data overage as the responsibility lies with your company. - Elyse G., [redacted]

My brother, Henry L., sadly passed away on June 2, [redacted]. Prior to his passing, he suffered a bicycle accident that resulted in a traumatic brain injury. My other brother, Jose, and I, Juan, have been attempting to have his ATT devices unblocked for my use. Despite numerous attempts to contact customer service, no progress has been made. It came to light that Henry had a phone on a payment plan that was transferred to a collection agency due to his delinquent account. Customer service mentioned that the account could be settled with proof of his passing. After providing the death certificate at a TX store, we were told the phone would be unblocked within 48 hours, which did not happen. I kindly request ATT to release the device for my use. If necessary, I am willing to pay the remaining $80 owed on the device.