AT&T Customer Service Issues

After almost three decades as a customer, I decided to leave ATT due to poor service. I switched to T-mobile in March and called to confirm the account cancellation. They assured me of a refund since I had pre-paid with autopay. However, I have not received the refund, and they charged me for the next month anyway. They even locked me out of my online account, making it impossible to access last month's bill, which I assumed would show the promised refund. Now, I am receiving threatening messages about a past due balance. Despite the incorrect charges, I will have to pay to protect my credit. It seems like customer care at ATT is no longer a priority.

I was informed I could have TV, phone, and internet for around $95 per month. I received the equipment and arranged for connection tomorrow, 05/08/21. However, during the setup call, I was told that the $95 did not cover TV services, which was unexpected. After spending over an hour on the phone answering questions, I was informed they needed to text me, which I couldn't receive as I don't own a cell phone. Unfortunately, not being able to receive texts meant I couldn't proceed with getting the services. As a disabled senior on a fixed income, I was counting on reducing my bills by consolidating services. I'm disappointed by the experience and the service provided.

Hello, I'm Juan Pujol, and my ex-wife Beatriz Pujol's account number is [redacted]39. My phone number, [redacted], was deactivated yesterday at 12:50pm due to a billing issue. I've been struggling to resolve this problem without success, leaving me without a phone, which is crucial for my arthritis disability and seeking help. Yesterday, I spent hours from 1pm to 10pm visiting two AT&T stores and talking to around 20 agents, but nothing was resolved. I urgently need my phone back. It's been a frustrating situation, and I will have to buy another phone tomorrow, which is a financial burden. I hope someone can reach out to me promptly to address this issue. Thank you.

On June 24, [redacted], we brought our AT&T landline account up to date with old charges. Based on our agreed-upon services, our monthly bill should range from $55 to $70. However, since then, we have been consistently charged between $[redacted] and $[redacted] per month, causing our account to show as overdue despite our full payments each month. The account renewal process in May or June [redacted] was left incomplete by the representative, leading to ongoing billing confusion. Despite our satisfaction with the service, the persistent issue has prompted us to consider switching providers. We request the removal of outdated charges and late fees to reset our account accurately and eliminate the ongoing discrepancies. Thank you for your assistance.

Two weeks ago, I visited the AT&T store at [redacted] 4th St. N. St. Petersburg Florida [redacted] (Royal Palm) to inquire about becoming a wireless customer through my employer benefits program. I spoke with an employee named Austin and things were going smoothly as I selected a new phone and started the process of transferring my number. However, Austin mentioned that the manager, Diana, required me to pay around $[redacted] upfront. When I refused, the manager did not approach me directly but had Austin convey the message back and forth, eventually leading to the cancellation of everything. This left me without phone service and struggling to restore it on my own. Unfortunately, my phone number got permanently mixed up with another person's account, causing further inconvenience. Despite multiple attempts to contact customer service, I have not received any assistance. I am frustrated with AT&T's poor handling of the situation and I am seeking resolution by having someone from the corporate office reach out to me.

After being an AT&T wireless customer for 27 years, I participated in an $[redacted].00 trade-in promotion on 01-29-[redacted] at the store in Cumming, Georgia. Despite being assured by the employee that I qualified for the promotion, I later discovered that I needed an unlimited data plan, which I do not want. Customer retention informed me that I must upgrade to this plan to receive the promotion, increasing my monthly bill by $40.00. I have expressed my desire to return the new phone, cancel the upgrade, and revert to my original plan, but AT&T has been unhelpful. I feel misled by the store representative and am faced with paying over $[redacted].00 extra over 30 months without the option to return my previous phone. If this issue is not resolved, I am considering switching to a competitor, changing my credit card information, or involving collections. It is disappointing that after 27 years of loyalty, I am met with such lack of concern for customer satisfaction.

When attempting to purchase an iPhone 11 at the AT&T store in the Stroud Mall in Stroudsburg, Pennsylvania, I was informed by the sales representative that there is a $[redacted] charge from a past postpaid iPhone dating back to [redacted]. Despite my long-standing relationship with AT&T, I had never encountered this issue before. It's frustrating that this outstanding charge is preventing me from buying the iPhone 11 I need. My father settled the bill for that old cellphone while I was in the hospital, and I have tried contacting AT&T multiple times without resolution. Reaching out to seek assistance in investigating and resolving this issue tied to my old phone number [redacted] is imperative. Your prompt attention to this matter would be greatly appreciated. Thank you for addressing this concern promptly. Best regards, M. Reilly

I recently bought an iPhone 12 and was meant to receive an envelope to return my trade-in, an XR10. However, the envelope never arrived despite numerous calls. Eventually, Camelia Corretjer and her supervisor, Winston York, advised me to mail the XR10 to [redacted] Pisgah Church Rd, Greensboro NC [redacted] for the trade credit. This was back in November, and the credit was never applied despite assurances. Multiple calls have been made, but no resolution. I even spoke to a trainee who confirmed Winston's presence and promised the credit, which was never fulfilled. The lack of customer care is disappointing after being a loyal customer for years. After a two-hour phone call yesterday, we were promised a $[redacted] refund, but this does not make up for the ongoing errors and poor service throughout this ordeal.

On Wednesday, May 5, [redacted], I saw two men working in my backyard. One was older, the other younger with dreadlocks. They were wearing orange vests and had a ladder and a pole with a jagged end. When I asked, the younger man mentioned they were from AT&T and their truck was parked by my neighbor's house. They were clearing vines around the utility pole. After they left, I noticed they didn't put back some items they moved. The following day, as I was placing those items back, I discovered that one of my large outdoor ceramic plant vases was broken. I contacted AT&T by phone but have had no luck. I also emailed them, but no response. I am requesting compensation for the $75.00 to replace the vase. Thank you, J. Whipple.

My name is Terry Duncan, and I reside at [redacted] Montgomery Hwy, Centreville, Alabama [redacted]. On March 25, [redacted], a tornado destroyed all power, internet, and phone lines on my street, leaving behind mangled wires and downed poles. It's now May 19, [redacted], and after 55 days, our internet service has not been restored. Despite contacting customer service 37 times and being assured 18 times that service would be back within 24 hours, the issue remains unresolved. Technicians started work but never completed the job by connecting wires to my home. Each call ends with the promise of service restored in 24 hours, which is untrue. The lack of information and poor customer service have been frustrating. I'm considering taking further action if the service isn't fixed promptly. This prolonged downtime has affected my work and income, making me extremely disappointed in the company. I hope for a swift resolution to this situation. Thank you, Terry Duncan.

It has been a year, and I am still facing issues with my bill. I have had a terrible experience with your company. I am tired of calling every month, repeating my problem, being transferred to unhelpful departments, and starting over. Judy Rector attempted to fix the issue, but it persists. Today, when I requested a supervisor, the employee refused and ignored my request, claiming he did not want to read the notes on my account. I am owed credits for 4 phones and the $50 auto-pay credit. The incorrect return labels for my phones caused much distress. I regret leaving Verizon for AT&T. Once my contract ends, I will switch providers. Since I struggle to reach a resolution over the phone, I request a thorough review of my account for adjustments, followed by a call back to finalize. I can't take calls during the day, so a callback in 10 minutes would be appreciated. Without resolution, I will file an official complaint. Natasha S. [redacted]

My name is Angela Stedman, and I wanted to share my experience at your store on Prentiss Drive in Natchez, Mississippi. There were some customer service issues with certain staff members who seemed unhelpful and unwelcoming. It was challenging to get assistance with my phone issues. The staff's attitude was unprofessional, and they were not polite or engaging. Even when I tried to explain my concerns, they acted indifferent and uninterested. A change is needed in how these employees interact with customers, especially with the diverse clientele you serve. I believe some training on sensitivity and inclusivity would greatly benefit the staff at your store. It's important for businesses like yours to ensure that all customers, regardless of race, feel valued and respected. This was not an isolated incident, as similar situations have occurred in the past. I hope to see improvements in customer service in the future.

Hello, I'm hoping this is the right place to bring up an issue with AT&T services from a few months back. In January [redacted], we were offered a promotional deal by an AT&T Sales Representative to switch from Verizon to AT&T wireless. The offer involved trading in our Verizon phones for AT&T phones with the promise that the balances on our old phones would be cleared once they were received. The phones were processed on February 24 and 25, [redacted]. Recently, we received a $[redacted].00 bill from Verizon for the phones, claiming they weren't paid off. When we contacted AT&T, they said there was nothing they could do, despite the misinformation provided by the salesperson. It's illogical to switch companies if we still owe the previous one. My wife has been in contact with AT&T multiple times to resolve this. Initially, we were promised gift cards to cover the old phones on May 21, but now we're being told there's nothing they can do. We're frustrated and seeking a resolution. Any guidance on how to escalate this matter would be appreciated. Thank you.

To Whom it May Concern, On 5/25/[redacted], I tried to rectify an issue with AT&T by following the instructions on a bill I received incorrectly. I reached out to the provided number, 1-[redacted], to address an internet bill for an address I no longer live at. Despite trying to resolve this with seven AT&T helpline employees, I have not been successful yet. It is frustrating to deal with various representatives without a resolution in sight. Customer service seems non-existent as I have received no assistance. It is disheartening to spend hours on the phone with a communication company and still not make progress. The account details on the bill are as follows: Account Number: [redacted] Name: S. B. Elliott Address: PO Box [redacted], Lake Park, GA 31[redacted] Date of Bill: 20 May [redacted] Amount: $61.00 Regards, S. B. Elliott

We recently switched three phones to AT&T about three weeks ago, and it has been a disaster. We are experiencing dropped calls, inability to make calls, voice mail malfunctions, and even failed to work during a recent medical emergency. Despite attempts to resolve the issues with the AT&T representative, problems persist. The phone also fails to connect to the car for hands-free calling, displaying "loading my phone book" for an extended period. After a crucial incident where the phone failed during a medical emergency and another call got dropped during a financial negotiation, we are extremely disappointed in the service. We have repeatedly asked the representative to return our old phones and cancel the service, as we urgently need reliable phone service. Moreover, the representative's unresponsiveness and inadequate solutions have left us exasperated. We demand the return of our phones and a seamless termination of this troublesome service with no additional fees. AT&T's level of service has fallen well below our expectations.

My account number is [redacted]. The balance due is $[redacted].06. My services with AT&T bundle ended approximately 3 years ago when I transferred my landline number to Charter Spectrum. Despite sending additional payment and returning equipment, I am still being billed. I recently received a collection letter for 3 to 4 months of service after I terminated my subscription. My wife and I are retirees on a fixed income. Please rectify these charges for unused services and inform Radius Global Solutions that our account is settled. There seems to have been a billing error after we switched providers. Your help in resolving this issue is greatly appreciated as we have never missed a payment before this incident. Thank you.

I have been repeatedly charged for subscriptions I canceled as instructed by going to settings, navigating to ID, clicking on subscriptions, and canceling or renewing. Despite following these steps and canceling immediately after realizing the subscriptions were not worthwhile, I am still being charged for three different ones. Moreover, I am facing charges for a Mobile security service that I did not sign up for because it should have been included in my contract, not under subscriptions. I am frustrated by the lack of effectiveness in the apps under settings and the continual deductions from my bank account. As a long-time customer of around 24 years, I am disappointed by the discrepancies in my bills, the lack of proper network coverage despite paying for it, and the excessive charges for multiple numbers under supposed single plans. The promises of better deals seem to be misleading, resulting in much higher bills than anticipated. I am tired of the recurring false charges and the inconvenience caused by this situation.

Hello, my name is Sam Swanson. I've encountered a troubling situation during my recent apartment move. I reached out to customer service twice in the past few days seeking assistance. Upon moving, I mistakenly requested help to transfer my internet service, but my request was misunderstood as a request for a new modem and installation. I later discovered that my internet service was disconnected, and I received equipment I did not need, along with unexpected charges. Despite contacting customer service again for resolution, I was informed the earliest fix date is the 1st of June. I am concerned about being charged for unnecessary equipment and the delayed reconnection of my internet. Any help in clarifying these issues would be greatly appreciated. Thank you, Sam Swanson

I am a long-time AT&T customer, but after a disappointing experience, I am considering switching to a different provider. My husband needed a new phone due to his old one having a non-responsive touch screen. Despite visiting two AT&T stores in Lafayette, Indiana, he was unable to make a purchase. The stores asked for a passcode for our joint account which we couldn't recall, and even a temporary paper license was not accepted. The service received was unhelpful, and the staff seemed disinterested in resolving the issue. I attempted to speak with a manager, but was met with unhelpful responses. My subsequent calls to customer care resulted in promises of callbacks that never materialized. Eight different individuals couldn't assist us in getting a new phone. I am now considering other options like Best Buy or Verizon. The lack of resolution and poor customer service has left me frustrated. - N. Bolduc

In March, I experienced issues with my fiber internet service affecting my work and TV streaming due to intermittent wifi signal failures. Despite multiple calls to ATT and troubleshooting sessions, the problem persisted until tech Eric replaced the fiber box and modem, resolving the issue. Although a $99 credit was promised, I never received it. After several calls, Louie from customer service deemed it a valid charge. I am now seeking a refund for the charges incurred due to equipment failure that necessitated a tech visit. My hope is for a prompt resolution to this matter. Sincerely, Ellen A. [redacted] Acct. #[redacted]