AT&T Customer Service Issues

Subject: Unlocking Your Phone from AT&T I am currently pursuing legal action against AT&T due to what I believe are unethical practices. Initially, I was informed that I couldn't unlock my own phone from Best Buy to insert a sim card or switch carriers for six months, even though I didn't purchase it directly from AT&T. Now, after the six-month period has elapsed, I am still encountering issues with unlocking the device. Despite attempting to submit a new request, I am continually redirected to the original request indicating that my phone cannot be unlocked. As a result of these difficulties, I have decided to switch to Verizon and purchase a new phone. I intend to seek reimbursement from AT&T for the cost of the new device and may also explore participation in a class-action lawsuit against the company. Sincerely, BR

Regarding a bill issue with AT&T account #[redacted]38, I am disputing a bill dating back to [redacted], which I am unaware of and have not received any prior notices on. I used to have U-Verse and Mobile services with AT&T until switching to Sprint in early [redacted] or late [redacted]. Recently, at the AT&T store located at [redacted] S. Lindbergh Blvd, Suite C, St. Louis, MO [redacted], I attempted to switch back my mobile service and was informed of an outstanding $[redacted].20 bill. After a prolonged and frustrating process involving numerous transfers and unclear explanations, the issue remains unresolved. Despite multiple attempts to address this with AT&T, I have not received a satisfactory resolution, leading to collection notices from Credence. I have faced difficulties in communication, with promises of callbacks going unfulfilled and being met with silence. I am willing to pay a valid bill but seek clarity on why this amount is suddenly due after years without any correspondence. I await a proper response or a call back to settle this matter promptly.

Hello, I recently purchased an AT&T wireless prepaid phone, the Expression 2, at Walmart for about $[redacted]. I've had other AT&T prepaid phones without issues in the past. However, this new phone is not allowing me to download necessary apps. Despite it being only 2 months old, I've been facing difficulties trying to resolve this issue due to the impact of Covid-19 on customer service availability. I've been a loyal AT&T customer for many years and all I'm requesting is for AT&T to replace my phone. Walmart directed me to AT&T for assistance. I understand the challenges during these times, but I'm hopeful for a resolution. A customer service representative mentioned this might not be possible, but I believe AT&T values customer satisfaction. I was under the impression the phone was automatically covered for 1 year. I look forward to your response. Thank you, Courtney B. [redacted]

Account: [redacted]68 ([redacted]) It's ironic to see the "KEEPING YOU CONNECTED DURING COVID-19" adverts, especially when my service got suspended today. Despite recently returning to work after being furloughed and paying more than half of the past due amount, I find it disappointing. As a long-time loyal customer amidst a global crisis, I had hoped for some flexibility, maybe just an extra week to settle the remaining balance. Waiting for my next paycheck after returning to work, I reached out to customer service and collections multiple times, only to face disconnections, transfers, and false promises of an extension. Unfortunately, there seem to be no exceptions during these unprecedented times.

I recently changed my cell phone service provider in February. Previously, I used to pay ATT through autopay with my credit card. When checking my bill last month, I noticed that I was still being charged $13.49 for an old tablet that I never really used. I obtained the tablet as part of a special offer when purchasing my Iphone 7 but forgot about it as I never utilized the tablet. I called ATT in June to cancel the tablet service and requested the charge to be removed. However, this month I received a paper bill due to halting the credit card autopay, showing an amount of $32.73, including a late fee from last month and a new charge of $13.49. Upon calling yesterday, the representative informed me that the tablet service had not been canceled and insisted that I pay the bill. Despite my request to escalate the matter, he claimed to be the highest authority and mentioned no one could assist further. I believe this mix-up is due to an error made by an ATT employee, and I remain hopeful that there is a solution available.

Dear Sir or Madam, I need your assistance with unlocking my LG Phoenix4 LMX210AP cell phone. Last year in the USA, I got an AT&T prepaid SIM for my phone in Germany that worked well for the initial four weeks, then I extended it for another eight weeks in Wasilla, Alaska. Later in Juneau, the American number stopped working despite having a balance. An AT&T employee said my German phone wasn't compatible, so I bought an LG Phoenix4 which worked fine with the new SIM. However, back in Germany, the T-Mobile SIM didn’t function in the LG due to a network block I couldn't remove. I tried using the AT&T app to unlock it, but it didn't work. Any help you could provide would be greatly appreciated. Best regards, Petra Doerr [redacted] Frankfurt am Main (Germany) Musikantenweg 34

I have been experiencing issues since November 26, [redacted], when an AT&T employee allegedly placed malware on my phone at the Hilltop store in Virginia Beach. I suspect collusion involving my business partner Robert Z. and his girlfriend Michelle. Law enforcement authorities are assisting me. AT&T's involvement in this has resulted in significant financial loss and the shutdown of my business. Despite spending hours at an AT&T store, I have been unable to resolve the issue. I recently discovered an $[redacted] bill on my account, which I believe I am not responsible for. I am frustrated with the lack of resolution and the impact this situation has had on my life and business. I am reaching out for urgent assistance and expect a prompt response from AT&T to address these concerns.

Hello! I'm Cameron Skelton. I'm reaching out to discuss setting up a new phone line at [redacted] Signal Hill Drive, Tuscaloosa, AL [redacted]. Additionally, I'd like to address an issue with an unburied phone line near [redacted] Watermelon Rd, Tuscaloosa, AL [redacted]. The exposed line along my driveway is in danger of being damaged by passing vehicles.

I am having trouble accessing my email account, which is now under the domain of ATT/Yahoo. The email address associated with this account is [redacted] Due to a phishing attempt, I temporarily took the account offline for security reasons. However, I am now unable to reactivate it as I have forgotten my user ID and password. It is worth noting that I do not have an ATT account or phone number. This email address holds significant importance to me as I have used it for over 20 years, and there are critical files linked to it. Any assistance would be greatly appreciated.

Subject: Dispute with AT&T Account To the CEO and Mrs. Wayfield at AT&T, I am writing to address the recent collection account placed by Enhance Recovery Company, which does not align with my records. The account in question dates back over seven years, inaccurately listed as open since January [redacted] on my credit report. I insist on the immediate removal of this account from the collection agency and my credit report. If necessary, I am prepared to pursue legal action to rectify this matter. AT&T's actions in disclosing outdated account information are unjust and require prompt resolution. I appreciate your attention to this issue and await your prompt response. Sincerely, Sandra Thompson Begin forwarded message: Dear AT&T, I am disputing the account recently sent to the collection agency, Enhance Recovery Company, claiming an amount of $[redacted], with an account opened in January [redacted]. The details provided do not correspond to my last account, which dates back to [redacted]. I contest any outstanding fees attributed to me and request a thorough review and correction of the information reported to the collection agency and credit bureaus. Thank you for addressing this matter promptly. Best regards, Sandra Thompson

A few months ago, my spouse called to inquire about purchasing two new iPhones for our children. They were quoted at $[redacted] each, with a $[redacted] credit promised for trading in their older iPhone 6s models. Following the instructions, my kids saved up and the phones were ordered later. The credits did not appear promptly, leading my spouse to follow up, only to be informed that it might take some more time. After additional months, we received two small gift cards of $15 and $30 instead of the promised $[redacted] credits. Subsequent calls revealed we would only qualify for the credits if we upgraded our plan, incurring an extra $60 per month. Despite speaking with numerous representatives, we were only granted one $[redacted] credit. Chatting with representatives online proved unhelpful, as the managers lack authority to resolve the matter. We are left with two options to resolve this: either AT&T credits the remaining $[redacted] as agreed upon during the purchase or accepts a return of the new iPhones in exchange for the iPhone 6s models we sent initially. If exchanging phones is not possible, AT&T should cover all costs related to the new phones. While acknowledging the impact on AT&T, I believe customers should not bear the costs of company errors. I may have limited availability in the coming days, but request a call once a final decision is made after reviewing all details.

I'm disappointed with the service I've received. My first internet installation appointment was scheduled for July 6th between 12pm and 2pm, but the technician arrived at 5:30 pm, unable to install the service due to a missing apartment number on the invoice. After several issues with the payment process, I ended up paying $[redacted] instead of the expected $[redacted]. The soonest available installation date was set for July 17th, two weeks later. Despite confirming my apartment number multiple times, the receiver sent via UPS still had the wrong information. On the day of the installation, by nearly 7pm, no technician had arrived, despite my specific 9am to 11am appointment time. AT&T customer service informed me of delays, but the prolonged wait was unprofessional. Considering these repeated challenges, I'm considering requesting a refund and switching to a different provider.

I recently ordered an upgrade for my iPhone 8+ online, with a remaining balance of $[redacted]. I received an email from FedEx stating that it was delivered, but upon returning home, I found no package or charger. After contacting FedEx and AT&T, I was informed another device would be shipped, but upon attempting to collect it from the store, I was faced with unexpected charges totaling around $[redacted], in addition to a $33 fee on my AT&T bill. After several attempts to resolve this issue, I re-ordered the upgrade, only to have it cancelled without explanation. This back-and-forth has left me frustrated as I rely on my phone for work at Green Toyota in the finance department. I simply seek a working upgrade without all these complications. Thank you for your assistance. - Christina K. & Patricia Q.

I regret to have to share this publicly, but after spending more than 7 hours on the phone over the last 7 months (before COVID-19), I have yet to receive a response or resolution to my complaint from ATT. To give some context, I have been a loyal ATT Wireless customer for over 15 years. Unfortunately, I discovered that I have been overpaying by $75 per month for a service plan that new customers get for $75 less. Upon realizing this, I called and switched my plan, asking ATT to bring my bill up to date (around $[redacted]) and agreeing to the new rate plan. Despite my efforts, I filed complaints in February and April [redacted] without any response. In May [redacted], I spent an hour on the phone trying to file a third complaint without success. Adding to the frustration, before switching to the cheaper plan, I informed ATT of my move from CA to MT, and they assured me of no roaming charges, yet my bill showed over $[redacted] in roaming charges. While dealing with these unresolved issues and attempting to have the $15 monthly insurance charge canceled since May [redacted], my latest bill showed it had not been canceled, now accruing to $45. I am reaching out in hopes of ATT addressing these concerns promptly. Being a loyal customer for over a decade, I expect better service. Your immediate response and resolution are highly appreciated. Thank you. Jenny Stauts

Subject: Concern Regarding Cellular Data Account: [redacted] Hello, On 7/19, I received an email stating that my AT&T Automatic Data Plan renewal was successful for my mobile device number [redacted]. The renewal purchase amount was $34.99 for Unlimited MB for 30 days - LTE. However, on 7/22, I received another email informing me that my data account had been canceled, despite not requesting such action and experiencing connectivity issues prior to cancellation. I was charged for the following month before the service was abruptly terminated. I would like to have my account reactivated since the auto-renew payment was accepted. Alternatively, I request an immediate refund if reactivation is not possible. I hope that AT&T can address this issue promptly and ensure that customers are not charged without receiving the intended service. Thank you for your assistance.

I'm having trouble accessing my online bill as I forgot my user ID. I managed to retrieve it and update my passcode, but the system asks to verify via a code sent to my iPad, which is due to my account being for an iPad, not a mobile phone. I switched to paperless billing due to frequent business travels and need to review charges. kindly adjust the system to enable access for bill payments and account management. For identification, my address is 47 Roosevelt Blvd, Massapequa, NY [redacted]. My contact numbers are mobile: [redacted], home: [redacted]. My AT&T account number is [redacted]93, and the iPad number is [redacted]. Please email me with updates on my account status. Thank you, Joyce Branche

Good Afternoon John Stankey, I have attempted to resolve issues with my AT&T service at the local office without success. Despite requesting to speak with a Manager or Supervisor, I have been given misleading information regarding my contract. The quoted charges for two months suddenly have no record, causing frustration. I am seeking direct contact information for Randall Stephenson, as I am dissatisfied with the dishonesty encountered at the local AT&T office. While the service provided is excellent, I value honesty and transparency in my dealings. The service has been good overall, but discrepancies in billing have become a concern. Having recently relocated from Virginia and initially receiving AT&T recommendations, I opted to continue service based on the quality of service experienced. Despite some programming problems that were resolved, I remain adamant about paying what was initially quoted. Thank you for any assistance you can provide to rectify the discrepancies and align my service with the agreed terms. Warm regards, Kevin B. Thomas [redacted] Narrow Creek Dr. Harvest, Alabama [redacted]

On July 21, [redacted], I contacted DirecTV customer service to address my concern over the rising cost of my monthly bill. During my conversation with Asia, I expressed my dilemma and emphasized the need to reduce my bill to under $[redacted]. Previously, whenever my bill escalated, customer service would usually extend discounts, promotions, or loyalty rewards for 6 to 12 months to alleviate the cost without requiring any service cancellations. However, this time around, despite my persistence inquiring about lowering my bill, Asia informed me that no promotions, discounts, or loyalty rewards were available, despite my longstanding loyalty of around eight years. Although she did provide a $25 one-time credit, it did not resolve the issue of my high monthly bill. Regrettably, my only recourse was to unsubscribe from all premium channels except for HBO, a decision I hoped to avoid if alternative solutions had been presented by Asia. I am disappointed by the lack of effort to assist me in reducing my bill, especially during these financially challenging times due to the ongoing health crisis. While I have yet to switch TV service providers, I am exploring other options provided by competitors in terms of pricing and customer service. I sincerely hope that retaining your service does not become untenable. Thank you. -Kenneth Wells

I have been a loyal customer of ATT for over 30 years. Recently, I decided to cancel my Uverse and Internet services while keeping my cell service. The customer service representative assured me that I would receive an email to confirm the cancellation, a second email with a shipping label for the equipment return, and a zero bill for the cancelled services. However, after responding to the first email, I did not receive the return label email as promised. Instead, I received a regular bill that included the cancelled services. When I contacted customer service, I was told that they no longer pro rate Uverse and Internet services, leaving me responsible for the full month's bill despite canceling. I expressed my frustration and requested assistance but was met with unhelpful responses from both the representative and supervisor. It is disappointing to receive conflicting information and lack of support after three decades of being a customer. I am now faced with a past due bill and equipment to return, feeling stuck in an unfair situation.

I recently purchased a tablet, but soon realized we could not afford it before delivery. I returned it on June 24, and the tracking indicated it was received on June 27 at 10 am. However, I was billed $[redacted] for the tablet and an additional line. Despite trying three times online to fix this issue without success, I visited the store and was told to contact retention. After speaking with a helpful young lady, she assured me it would be corrected, showing a credit of $85.04 on my next bill. Despite this assurance, I continued to receive threatening texts about service disconnection if I did not pay the $85.04. Feeling frustrated, I ended up paying the amount. The young lady was supposed to send me a confirming text, but I never received it. This experience has left me considering paying off my phone and switching providers, despite still owing 18 more payments. After being a loyal customer for 15 years, I expected better treatment.Joanne Moffat, Account Ending in [redacted], Phone Number [redacted]. I would appreciate some assistance. Thank you, Joanne Moffat.