AT&T Customer Service Issues

I am in need of broadband internet service. To save money, I request to reduce my telephone service to the minimum required for internet connectivity. I have a California LifeLine phone, qualifying me for assistance, which can be used until the completion of this process. After our last conversation, a work order was scheduled for yesterday at 11:00 a.m. for installation. Unfortunately, my phone call abruptly ended after speaking with a service rep yesterday, causing frustration. I have been struggling with this issue for several days now and hope to resolve it soon. I am willing to make necessary payments to ensure a successful outcome. For verification, my California LifeLine wireless phone number is [redacted], account number [redacted]-74-[redacted], and pin [redacted]. They are ready to provide any required eligibility proof. I did not intend for my landline service to be disconnected, as it impacts my internet connectivity. However, if required for cost-saving measures, I am open to it. I value my internet connection and aim to uphold any obligations made during service setup. If unnecessary, please remove the landline service as I am focused on saving money. I kindly request assistance in resolving these issues promptly to avoid further inconvenience from multiple calls and long hold times. I aim to accomplish this task for the week ahead. Your prompt attention is greatly appreciated. Contact number: [redacted] Thank you.

Please contact me today, July 26, [redacted], during office hours at my work phone, [redacted]. The issue at hand is regarding my old mobile flip phone that was on autopay. After not using the phone for over a year, I forgot the passcode, and my user name was not recognized by your automated system. I am requesting the cancellation of the mobile phone autopay and the closure of the account. The non-functional mobile phone number associated with the autopay is [redacted]. The autopay transaction is typically processed on the 29th of each month. I kindly ask for a call or email confirming the cancellation of the autopay. If I don't receive a confirmation, I'll have to cancel the payment authorization with my Visa credit card. I recently visited an AT&T mobile phone center where their representative faced long telephone hold times, preventing us from reaching the appropriate department to cancel the autopay. Despite the effort, after waiting over an hour, I regrettably had to leave. I hope to resolve this promptly. Looking forward to your response. L. Barbely

There has been no cellular service in my area all day, making it impossible to contact AT&T. It took me hours to locate this method of reporting an outage on your website. It's cumbersome that there's no simple tool to report an outage when checking for service issues. I don't use social media, so this was my only option. I reside in Firestone, CO near Longmont, CO. Also, the address checker does not recognize my valid zip code, [redacted]. I live near a tower and care for aging parents, so this is concerning. Expecting better service from a national provider like AT&T.

Hello, I have noticed that none of your toll-free numbers start with [redacted] on your websites. This may result in more complaints about sales calls. The phone number listed is [redacted]. I had difficulty reaching a live person without giving personal information, and I am unsure of their intentions. My phone numbers are on the Do Not Call Registry, a fact I found concerning. If needed, you can reach me via the email I provided. This message serves as an informative heads-up, and no reply is necessary. Thank you.

To whom it may concern, I have been experiencing ongoing issues with At&t's service since [redacted], even though I have been a loyal customer for almost 40 years. I have been consistently overcharged and despite numerous calls to their agents promising a resolution, the problem persists. Upon my move to Vallejo in [redacted], I discovered I was paying rent for 5 boxes instead of the 3 I was supposed to, despite assurances from multiple agents that I would receive a credit which I never did. The package I bought at an affordable price turned out to be much more expensive than expected on my statement. Since February, I have faced more problems, including receiving faulty equipment and being wrongly charged for items I returned already. Despite resolving some of these issues last month, I am now being told I owe money I thought was already sorted out. I am now paying a significant amount for a reduced channel package. The lack of clarity and poor customer service from At&t has caused me undue stress, particularly given my health issues. I would greatly appreciate your assistance in resolving this matter promptly. Thank you, Sofia Garcia

Subject: AT&T Internet Billing Dispute I have been trying to resolve a billing issue with AT&T Internet for the past three months to no avail. After the passing of my mother, Karen Haram, Acct #[redacted]90, on 2/14/21, we have been unable to access the necessary account information due to not having the Passcode. Despite our efforts to explain the situation to customer service representatives, including visits to corporate stores, the matter remains unresolved. Additionally, the service quality in Lebanon, IN, has been poor, interfering with my ability to work from home during COVID restrictions. We have been unfairly charged late fees, given the circumstances. We are requesting the removal of these late charges and the ability to conduct business without the Passcode. If this issue is not addressed promptly, we will have to consider discontinuing our Internet service and sharing our negative experiences online. We hope for a prompt resolution of this matter. Thank you, David H. & Tamra H. J.

Hello, I experienced issues with my ATT U-verse cable service that stopped on Wednesday, July 28th, at 3 pm. After contacting customer service, I was assisted by Juan from the Sales Department. He mentioned ATT was upgrading the internet to [redacted] Mbps, which would take about an hour to complete, restoring my service by 5 pm Eastern time. Despite attempting to upsell HBO Max and an internet upgrade, I declined and inquired about my service. Juan mentioned that [redacted] people in the Maple Heights, OH area were impacted by the outage. Following this, I called back at 7 pm and spoke to Charles, who also attempted to upsell a new iPhone. Upon declining, I requested Customer Support and was transferred accordingly. I relayed my previous encounters to the Customer Support representative, who acknowledged the Sales reps' misconduct and informed me that it would take 24-48 hours to resolve the issue, providing a $20 credit as compensation. However, as of this morning (7/29), my cable service remains offline. I am seeking information on the estimated restoration time for my service.

I have a payment arrangement on my account that I have been maintaining due to being out of work because of the pandemic. Despite keeping up with previous arrangements, I now have a $[redacted] payment due next week that I am unable to meet in full. I can make $[redacted] now and the remaining amount later. I am also anticipating an unemployment check and a stimulus payment that I plan to use for future payments. A representative mentioned they couldn't adjust the arrangement and suggested reaching out to someone at the corporate office. Facing possible disconnection, I'm requesting urgent contact from a corporate representative. My name is Cheryl J., and my account number is [redacted]. You can reach me at [redacted] or [redacted]. Thank you.

I provide financial assistance to my roommate, which includes paying for his cell phone service. Several months ago, when a technician from AT&T came to fix a U-Verse issue at our home, he convinced my roommate to switch to an AT&T phone, promising to take care of the transition. However, after closing his T-Mobile account, my roommate was asked to return the phone or pay for it, leading to collection efforts by T-Mobile. I suspect foul play and believe the AT&T employees might have been involved in a scam. I am now left paying for both the new AT&T account and the demands from T-Mobile. In addition, the technician didn't resolve the U-Verse problem and damaged some furniture. I think AT&T should investigate this matter, reimburse me for the T-Mobile charges, and address the unethical behavior of their employees. One of the individuals involved was named Chad.

After going to the store to upgrade our Galaxy phones, we were advised to get insurance to fix the cracked glass and trade them in for full credit. Despite being told we could get the glass fixed after the upgrade, attempts to make a claim for the old phones failed. Different store clerks provided conflicting information, ultimately leaving us with a minimum credit. I believe AT&T should authorize fixing the glass to receive full credit. The salesman assured me insurance was included in our plan from the start, but it seems it wasn't. Time is ticking on returning the phones, so I need help resolving this before it's too late.

My name is Jolene Armstrong. I have a service that is currently on hold due to non-payment. First, there seems to be an additional AT&T email account associated with my service that I am not aware of, showing two accounts. Secondly, I lost my job during COVID and am facing delays in receiving unemployment benefits due to a technical error regarding a question. This has caused financial strain, preventing me from paying my $10 internet bill. Unfortunately, I have fallen behind by two months, and, with my current illness due to COVID, I am unable to afford the outstanding balance. I was preparing for remote work, which now seems challenging due to the internet service interruption. I am seeking guidance on resolving these issues as I am currently in a difficult situation. Thank you for your assistance. Jolene Armstrong from [redacted] Hagen Street, Hot Springs, Arkansas. You can reach me at [redacted] Thank you.

As a loyal customer for 20 years, I recently upgraded my phone to a Moto. Despite requesting and paying for high-speed internet all month, I made the error of purchasing a $50 phone at Walmart that depleted my high-speed data within a week. After contacting customer service and paying additional fees, my internet still doesn't function properly. I urgently need my data reinstated to the $65 plan as I cannot afford to be without it due to health issues and my fixed income. The representative mentioned a special on data this month, but it has not been helpful. I am reaching out for assistance as I rely on this service and have encountered challenges with my billing.

Subject: Billing Issue with AT&T Account I have been an AT&T customer for 2-1/2 years and am enrolled in autopay. My account was unexpectedly switched to the $40 monthly plan and $50 was withdrawn instead of $40, leaving me with a $80 balance. Although I received my rollover minutes and data, $50 was taken from my $80 balance. Despite being assured that autopay was set up, this issue keeps recurring monthly. Vanilla Visa doesn't process auto payments, a detail I wish I had known before. I request a refund of $10 and a permanent resolution to this problem. My phone number related to this account issue is [redacted]. Thank you for addressing this promptly. Best, V.

My autopay failed due to a fraudulent use of my payment card. Despite attempting to update my payment information online and through phone services, I encountered obstacles with my account not being connected correctly to my available payment methods. Additionally, my account displayed information linked to my ex-wife's account under Abigail Chewning's name, which I have tried to resolve for nearly two years without success. This issue caused me to miss a payment and incur late fees. After finally reaching a customer service representative today and paying the original balance of $[redacted], I was interrupted by poor call quality, making it hard to communicate effectively. I hope to avoid any further late charges considering the circumstances that prevented me from making a timely payment.

I recently received two new phones from AT&T and visited my local office for assistance with setup. While the quick start guide was helpful, I found that it did not provide all the necessary information. Although I located the manual on the website, I would prefer a physical copy. After contacting the [redacted] customer service line without success, I am reaching out for support. I have been a loyal customer with AT&T for over 25 years, enjoying services such as TV, internet, and landline in addition to my cell phone. However, after experiencing reception issues with DIRECTV that were not resolved to my satisfaction, I switched all services to a different provider except for my cell phone. I am requesting a complete hard copy of the manual available on the website to continue my service with AT&T. If this cannot be accommodated, I may consider switching to another company. I appreciate your assistance in resolving this matter promptly.

Yesterday, I spoke with two representatives, April and Isha, regarding my past due payment. April initially mentioned that although I couldn't extend the payment, my service wouldn't be disconnected since it wasn't two months overdue. She said a message would be sent 24 hours before any suspension. When I mentioned not receiving such messages before, she didn't address it directly. I confirmed with Isha immediately after, who reiterated that as long as my bill wasn't two months past due, my service wouldn't be suspended, and a warning message would be sent. Again, I mentioned not getting these messages previously. Despite these assurances on 8/12/[redacted], I woke up on 8/13/[redacted] to find my service disconnected without any prior notice. I had to pay the $74 past due balance just to contact AT&T. When I requested a refund for the payment, I was directed to my bank, which charges to stop payments. The handling of this situation has been frustrating, and I am currently on hold waiting to speak with a manager. The lack of communication and conflicting information provided by these agents needs to be addressed promptly. Thank you. - Amanda P.

To AT&T Customer Service Management/Billing Department, I am reaching out regarding my account number [redacted]. Despite my attempts to contact you via email on 8/10/21 ([redacted]) and numerous phone calls to AT&T customer service, including interactions with employees and confirmation numbers, my issue has not been resolved. I have voicemail evidence of requesting to cancel my internet and landline services on 6/7/21, yet I continue to be billed incorrectly. I am supposed to receive a credit of $29.38, but my bill shows otherwise. I urge AT&T management/billing to address this situation promptly, confirm the correction of my account, adjust my balance to $0.00, and issue me a credit check for $29.38. I seek assurance that my billing problems are genuinely resolved to safeguard my credit rating. Despite the information on the MYATT website, I have received a collection letter demanding $68.62. Additionally, I request the contact details of the Vice President of Customer Service for escalating this matter. As a long-standing customer of 25 years, I expect better service and accountability from a reputed company like AT&T. Thank you, Steve H. [redacted] Domenique Florissant, MO [redacted] Email: [redacted]

I was in the process of signing up for new service with AT&T. I specifically asked if I would receive a free phone and not a lesser quality one. I was told I would get the iPhone 11, but then I discovered through an email I received later that I was actually going to be charged $[redacted]. I promptly canceled the order. Dealing with this issue has taken me over 9 hours, including the trouble with transferring my number that I've had for 15 years, which also took several hours and extra money to resolve. Now, I am trying to return the phone but am struggling to obtain a shipping label. I am still owed money that was taken from me due to the misrepresentation by your representative. This has caused me an extensive amount of personal time and financial loss, which needs to be addressed immediately. If I don't receive a response, I will consider the phone forfeited, and I will not be responsible for its cost. Thank you for your attention to this matter. Sincerely, E.J. [redacted] [redacted] 3rd St Holly Hill, [redacted]

Last year in [redacted], I received an email from AT&T indicating my eligibility for a phone upgrade. I decided to switch from an iPhone 6S to an iPhone 11 and placed the order. However, during the delivery, my debit card had an issue, and I requested a brief 5-minute delay to resolve it. Unfortunately, the delivery person left abruptly. This initiated a series of calls and emails promising the phone's arrival in a few days, but the situation remained unresolved after numerous conversations with 10 representatives. Frustrated, I decided to cancel the order on my final call. To my surprise, the phone remained on my account, resulting in an unexpected $[redacted] bill for an undelivered phone. Now debt collectors are involved, demanding payment for an item I never received.

This situation requires immediate attention. It's a recurring issue. AT&T has mistakenly removed me from autopay and this needs to stop. Spending hours on the phone navigating through automated systems to speak to a supervisor has not resolved the problem. I have received an email notifying me of the removal from autopay, which has happened multiple times before. Today, I will go through the process to enroll in autopay again, but this issue needs to be fixed promptly. Customers should not have to endure this inconvenience repeatedly. Thank you, Initials.