AT&T Customer Service Issues

I bought a Samsung Galaxy Tab A from AT&T. Despite multiple calls and visits to a local store, I am struggling to set up my tablet to receive messages or use my AT&T cell number as indicated in their instructions. Dealing with AT&T's customer service over the phone has been challenging. I hope that AT&T's representatives have detailed notes of my interactions to grasp the issue and my growing frustration. Errors include swapping my cell numbers with the tablet and incorrectly inserting a SIM card, which cost me. There have been various other issues, but I am sane and just seeking what AT&T advertised.

I made a payment for my mobile phones on May 1st through online bill pay, but AT&T applied it to my home phone account instead due to a billing error. I've had combined billing for years until adding U-verse internet in February. Ever since, things have been a mess. AT&T promised to fix the payment but didn't, even after speaking to 14 representatives. I received a disconnect notice for my mobile phones, leading to more frustration. They now say I need to provide my bank statement to prove the payment wasn't returned. This ordeal has resulted in a $[redacted] phone bill, and I'm seeking assistance from someone fluent in English and competent. My combined bill account number is [redacted], my new home/internet account number is [redacted], and my new mobile account number is [redacted]. Why do I have so many account numbers? I've spent nearly 8 hours on hold and being transferred aimlessly over two weeks trying to resolve this. I'm incredibly frustrated with AT&T's lack of accountability towards residential customers like myself.

I set up a cart for 1GHz service a few weeks ago, but today I noticed it's still in the cart and I can't check out. Different browsers and devices didn't work. I chatted with Emma from AT&T and provided my phone number. She said the sales team would help me with the best packages and take care of the order. Emma assured me everything would be fine. I'm concerned because I canceled my old service and don't want to be without internet. She asked for my phone number and promised to fix the issue. She said a supervisor would call me in 2-3 minutes.

I had a service call on 06/08/20 to fix my internet issue. However, I was concerned when the technician entered my home without a mask or gloves. I inquired about it since I provide masks and he declined. I stressed the importance for my safety, but he didn't wear it. This situation made me uncomfortable, especially considering the current pandemic. It's disappointing that AT&T didn't ensure their workers had proper protective gear. I haven't encountered any other service person without a mask when entering my home.

I recently spoke with AT&T representatives via chat regarding disputing the $42.54 restore charge from May 23-26. Due to the impact of the COVID-19 pandemic causing temporary job loss, I was unable to make payments as usual. Despite requesting fee waivers in April, my phone was still suspended. The representatives assured me during the chat that the fee would be removed within 24 hours, but it hasn't been resolved. I am frustrated with the ongoing back-and-forth with customer service, disappointed by the unfair fees, and the poor customer service experience. I am hoping to receive a new bill reflecting the credit for the disputed fees. I have saved all chat conversations as evidence of the promised fee reimbursement during this challenging time, and I am eager for the issue to be resolved promptly.

Good afternoon, my name is Ferney Villada from the Republic of Colombia. I am reaching out to seek assistance regarding a recent purchase I made online in Colombia of an iPhone 11 Pro with the IMEI [redacted][redacted]. The device is on a blacklist, blocked by Blackies, and I am unsure of the reported issue with the phone. I want to avoid losing my money, so I am seeking guidance on what steps I should take in this situation. I am wondering if the phone can be unlocked so I can use my SIM card, or if there are any fees involved in clearing the report. I appreciate any help you can provide and look forward to your response. Sincerely, Ferney Villada

Good evening, my name is Ferney Villada, and I'm from the Republic of Colombia. I am reaching out to ask for your assistance. I bought an iPhone 11 Pro online here in Colombia with the IMEI [redacted][redacted], and it turns out the phone is blacklisted. I am unsure about the type of report associated with this device and I don't want to lose my money. I am hoping you can advise me on what to do in this situation, whether it can be unlocked so I can use my SIM card, or if I need to pay any fees to resolve the issue. I appreciate your help and look forward to your response. Sincerely, Ferney Villada

To whom it may concern, I am writing to bring to your attention a serious issue regarding the service I have received. My account number is [redacted]. In October [redacted], I signed up for ATT's technical assistance service for computer malfunctions caused by viruses and other issues. I had been satisfied with the service until April of this year when I encountered a problem and contacted the technicians for help. Unfortunately, due to staff shortages because of illnesses, I was informed of a significant delay in providing assistance. Despite being promised a callback, I did not hear back from them for hours. Eventually, I was informed that they could not assist me at all due to being overwhelmed. Consequently, my computer stopped working, and I had to purchase a new one. When I requested a refund for the service fee, only future payments were canceled, and I was informed of a cancellation fee. As a World War II disabled veteran on a limited income, my computer is vital for staying connected with family and friends. I urge you to instruct the billing department to refund the $30.00 and refrain from charging an unjust cancellation fee. After being a loyal customer of ATT for approximately 70 years, I am disheartened by the current situation. Your prompt attention to this matter would be greatly appreciated. Thank you, TOM COLVIN

Account Number: [redacted]89 My name is Elreta R. I'm very frustrated with the ongoing issues concerning my internet service in March and April. After speaking to a customer service representative on April 13, [redacted], I was advised to replace my modem and get an extender. Despite only needing one of each, I received 4 modems and 4 extenders. I returned the extra equipment to FedEx, retaining proof of the return. Although AT&T confirmed receiving the items, I'm being wrongly charged for the extra extenders. Despite numerous attempts to resolve this matter over the phone, I have yet to receive a satisfactory resolution. As a budget-conscious customer, I cannot afford these additional charges. I refuse to pay for items I did not retain. The issue remains unresolved, and I am willing to provide photographic evidence and tracking numbers if necessary.

Our Direct TV account was mistakenly suspended from November to September. In May, we spoke to a representative who assured us the issue was resolved. However, we are being billed $[redacted], which increased to $[redacted] during a recent call, despite only agreeing to a $7 monthly charge to maintain the account without service. We have spent hours on the phone trying to fix this and are disappointed with AT&T's lack of competence and poor customer service. We are considering canceling our phone service due to this frustrating experience. It's disheartening to see AT&T's decline in customer service standards. As long-time loyal customers, this situation is disappointing and unacceptable.

I switched to Xfinity on March 18, but I am still receiving bills from ATT.com. Consequently, I am unable to receive calls on my home phone, which is [redacted]. Xfinity informed me that my number was never released from AT&T. I urgently need this number to be canceled so that I can once again receive calls on my landline. This ongoing issue has persisted for three months, causing immense frustration. Despite multiple attempts to resolve this with both Xfinity and AT&T, I have not been able to use my home phone properly. The automated system today was unhelpful, refusing to connect me with a representative even after waiting for a call back for over an hour. I now find myself stuck in a situation where my number seems to be with both providers simultaneously. Your assistance in resolving this matter promptly would be greatly appreciated.

I would like to report a frustrating experience I had with AT&T. I canceled my service with them in December and switched to T-Mobile. Despite canceling, AT&T created a new phone number for me, resulting in a data plan for my Apple Watch being initiated without my consent. I have been billed monthly for zero data usage since leaving AT&T. I have contacted multiple representatives since December, including customer loyalty, the Fraud alert section, and supervisors, to resolve this issue to no avail. I had been a loyal AT&T customer for 20 years until this incident. I am disappointed with the lack of service and professionalism I have encountered. I refuse to pay the erroneous bill and expect AT&T to rectify the situation promptly. If this matter is not resolved satisfactorily, I will escalate it further.

On May 16, I contacted AT&T to set up service for two cell phones for my husband and me. The initial quote I was given was around $70 for both lines. During the same call, I requested for my landline to be disconnected. However, upon receiving my next bill, it was much higher than anticipated at $[redacted].27 instead of the estimated $[redacted].00. When I inquired, I was told the increase was due to proration since the cell phone activation occurred mid-month. I was also charged $35 for my landline that was supposed to be disconnected. Despite calling for clarification, I was informed I could spread out the $[redacted].27 payment but was unable to speak with a supervisor. Dissatisfied with this service, especially being on a fixed income, I am disappointed with AT&T's lack of transparency in pricing and continual additional charges on bills. If these issues are not resolved, I will consider switching to a different provider.

On March 19, [redacted], my prepaid cellphone balance was $87.56. I visited the AT&T Brandywine Crossing store that same day to make a $10.00 payment, totaling $11.20 with tax. This should have brought my balance to $98.76. However, when I checked my balance using the *[redacted]# code a few days later, I found my phone was disconnected despite the payment being made before the March 21, [redacted] due date. I contacted the store but was advised to reach out to AT&T Customer Service due to store closure. Upon speaking to an AT&T representative on March 29, [redacted], the $11.20 payment could not be located, but my $87.56 balance was confirmed. To address the error, a $15.00 promotion was applied until [redacted]. Recently, on June 18th, I noticed additional charges on my account and when I called on June 19th, I was promised a conversation with a supervisor but got disconnected. Despite several attempts, I have faced disconnections, transfers, and interruptions. I am seeking the reimbursement of $98.76 through a gift card, credit, or check to rectify the situation as a loyal AT&T customer.

I have an insurance plan through ATT for my wireless service and recently received a replacement phone due to my phone not working. I was instructed to send back my broken phone by 6/21/20, but I have been unable to transfer my data to the replacement phone because the screen is not functioning. Despite spending over an hour with technical support, the issue remains unresolved. Since the Apple store is closed due to the pandemic, I am unable to confirm if it's a screen problem and need an extension to transfer my data before returning the phone to ATT. As a healthcare provider working long hours during the pandemic, I have struggled to meet the deadline. I spent 2 hours attempting to get an extension from customer service without success. I have reached out via email to [redacted], as it was the only email address I could find. Any assistance would be greatly appreciated. Thank you.

I placed an order online to add a line during a promotion that offered no activation fee and a $[redacted] rewards Visa card. The plan was to pick up the phone at a Plano store, but an issue arose with the order. After calling in a few days later, I was informed that the order needed to be canceled and reissued due to a problem. The agent assured me that I would still receive the promotion. Despite this, when I received my bill a month later, the activation fee was included. I reached out multiple times to have it removed, as promised by the agents I spoke with, but it remains on the bill. As a loyal customer who rarely requests credits, I feel mistreated and misinformed. I am kindly requesting the $30 fee to be waived since it was not supposed to be part of the deal.

I bought a phone online as an upgrade from my Galaxy S8 but didn't like it, so I returned it on 5/14/20. Since then, I've been trying to reverse the upgrade to get a different phone through AT&T. It's now 6/22/20, and the issue is still not resolved. I've been a loyal AT&T customer for over 20 years, and I'm frustrated with the prolonged delay. I'm disappointed with the entire process and want AT&T to resolve this issue before my phone stops working completely. I'm also hoping for compensation for the inconvenience. I have an ongoing open case regarding this matter.

AT&T personnel entered our property without our knowledge or consent to install a pipe-like structure with a cap on it. We do not have any service with AT&T. The installation process led to a tree root being uprooted and left protruding from the ground, creating a safety issue, as well as damage to the grass. Unfortunately, we were not present when this took place, and there was no communication left to inform us of the incident. Our neighbor spoke with the service individual who confirmed they were from AT&T. Despite our efforts to contact AT&T, we have encountered challenges in reaching a resolution, as it seems contacting them without an existing service agreement is difficult. We have removed the root for safety reasons and would like to request a visit from a representative to assess and address the damage caused to the grass.

On June 16, [redacted], at 1:30 PM, I meant to contact Straighttalk, but ended up connecting with AT&T. The representative, Nick, offered me a deal for a new iPhone 7 or 8, along with a $[redacted] gift card and a $50 service plan. However, after a credit check, I was informed of additional charges from Direct TV. Despite repeated calls and promises of a refund of $[redacted].95, the situation remains unresolved. Each call leads to being transferred multiple times with no resolution in sight. The lack of customer service and follow-up from AT&T has been frustrating, with promises unfulfilled and refund not processed. I am struggling to get my concerns addressed and seek assistance in getting my refund promptly. Thank you for any help in resolving this matter. - MM

I have been an AT&T customer for 52 years. My husband, a Bell retiree, passed away in April [redacted]. When I tried to transfer the account into my name, the website was not functioning for six weeks. After finally speaking to a representative, I learned that our internet and TV services would now cost almost $[redacted] a month, compared to the $[redacted] we paid when my husband was alive. Realizing I could no longer afford the significant increase, I inquired about other packages, only to be informed that I had to either keep the current services or disconnect entirely. Consequently, with the help of a promotional specialist named Angel, I had the services disconnected. Despite my desire to remain with AT&T, the lack of options has led me to explore other internet and TV providers. It is disappointing how loyal customers are treated, but unfortunately, AT&T did not want to accommodate my needs.