This is the letter I wrote to AT&T. I copied and pasted it here, sent in PDF format to...

GetHuman5321699's customer service issue with AT&T from October 2020

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The issue in GetHuman5321699's own words
This is the letter I wrote to AT&T. I copied and pasted it here, sent in PDF format to them.**My name is Jessica Harrison. I have been an AT&T customer for about a year (give or take). I have multiple accounts with AT&T (wireless, internet, TV). I am writing this letter because my experience with customer service via telephone AND in-store have been far below satisfactory. In fact, it has been miserable. My last several attempts have been met with these responses:*“You have the wrong department, let me transfer you.” Only to be disconnected after sitting on hold for over an hour.*“You’ll have to call this number – ***-***-****.” Only to be told that isn’t the correct number and again, “let me transfer you”.*“I will gladly help you with this….” Until they hear me out and tell me “You have the wrong department”.*I am a mother and a business owner. I do not have hours to spare multiple times a week, just to sit on hold and be told that I cannot be helped. Yet it has happened at least * times in the last month and nothing has been resolved. Therefore, I am going to outline every issue that I have in writing to ensure that they are documented and if no measure is taken, I will pursue alternative measures to rectify the numerous discrepancies in service and in billing. I will group concerns according to service.***WIRELESS**. I have * regular phone lines * are iPhone ** and * are iPhone ** Pro. As far as I can tell these charges are correct, I was told, however, when I purchased phones and lines that I would be able to upgrade one time per year without penalty. T-Mobile had “jump on demand” and I expressed during the switch that I liked that feature. Your agent assured me that I would be able to do that same thing with AT&T. Yet when I tried to do just that I was told that I did not have that feature. I called customer service, explained the situation. They told me that they had to have a supervisor submit a request and someone would be in touch. That was over a month ago and every attempt to get answers has been refused. I believe I was misled from day one. I demand that we be able to upgrade or phones once a year as promised.**. I purchased * iPads about * months ago along with * lines (the condition of the purchase). Neither has had cellular since and I cannot get that turned on even though I pay for the lines every month. I demand a full refund for the charges paid for both of these lines.**. Last month I decided to purchase an Apple Watch for my husband. At the time you were having a BOGO on watches, so I decided to get one for myself and one for my son. The agent during this call was extremely helpful and I trusted her knowledge and information. She even sold me on an insurance plan that would cover ALL of my devices including devices that I did not buy through AT&T (i.e., my MacBook Pro and my daughter’s MacBook). She claimed this to be the best coverage on the market.*a. WATCHES – Both my husband’s watch and mine were delivered in a timely manner.*i. My son’s, however, kept being delayed - until recently. I received a notice that it was canceled by AT&T and I was given no reason nor an option to replace it. His watch was intended for his birthday and I told him it was coming. You can imagine his disappointment when it did not, and I could give no explanation as to why. I still have none. I demand that my son get an apple watch as ordered. I expect nothing more than what was guaranteed and paid for.***ii. I have yet to be able to activate the cellular plan on the other two watches. I have called the number from the website as well as the number on the watch itself when trying to use cellular. I am, however, paying for these * lines. I demand that the cellular be activated and that the activation fees be waved (promised also by rep).*b. PROTECTION PLAN – I was not told that it would be $***month. Even with that, it appears that I am being charged more. (It’s hard to tell with a bill that reads like hieroglyphics.) I clear understanding of what is covered and what I am paying.*AT&T TV NOW**. I have been using TV NOW since January (maybe before). We use Roku to stream television across multiple devices. I bought each Roku for about $** each last year. I was in my local store, I believe sometime in May or June, to purchase an iPad case, and a screen protector*case for my iPhone ** Pro, when the agent told me about the “new AT&T box”. I was not informed that by taking the box I would have a separate charge of $**.**. In fact, I was told that my tv bill would decrease as a result. Yet I have been charged $**.** since the next month. These charges are not listed in my TV Now account or my AT&T account. One month I received an insufficient fund fee because of these unauthorized charges. I have made several attempts to speak to someone to no avail. I will be returning the box and I demand a FULL REFUND of $***.** to the card ending in *****. I will dispute these charges with my bank if no action is taken on your part.***STOREFRONT - MISLEADING*a. The issue listed above was the first deception of my local storefront agents. I was sold on a piece of equipment believing that it was included in my service. Even stating “they must want to get these into homes if they are free”.*b. The screen protector I purchased was expensive. The agent told me that it had a warranty and that said warranty would cover any damage as long as I brought it back to the store. Less than * months later the tempered glass had shattered. I took my phone and receipt to the store only to be told that the guy who sold it to me was no longer employed and he should have told me I had to call to activate the warranty. No replacement, no fix. I could overlook this…IF all of the other discrepancies, omittances, or lies had not occurred. But they have occurred, since day one of service with AT&T.*In closing,*I have been lied to, hung up on, dismissed, and stolen from. I have been manipulated to purchase service on terms that were false or misleading. This should be unacceptable from a corporation that is supposed to be first in its class. I am not the only dissatisfied customer, every person I speak to has complaints and grumblings about AT&T. For once do the right thing and rectify this situation or I will be one more customer lost.*One frustrated customer,*Jessica Harrison

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Customer service issue
Reported by GetHuman5321699
Oct 1st, 2020 - 2 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 3801 others
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GetHuman5321699 started working on this issue
Oct 1st, 2020 4:39pm