AT&T Wireless Customer Service Issues

I have been experiencing significant issues with my cell phone. I reached out to your company a few days ago and chatted with one of your agents. She assured me that she would escalate my issue to the technical team. Unfortunately, the problem has not been resolved as of yet. My calls are somehow getting forwarded to an unknown number, and I would like to understand what a "conditional forward" is. I need this feature either canceled or disabled on my account. I do not want my calls or messages forwarded to a number that is not affiliated with my carrier. I am concerned that my phone or account may have been compromised. I am determined to see this matter resolved promptly. I value my freedom to make choices and want this issue rectified as soon as possible. Please respond to me promptly. Sincerely, A Loyal AT&T Customer

I recently purchased a Cricket phone to use with my AT&T prepaid SIM card, but the Cricket phone is not recognizing the SIM. I understand that AT&T owns Cricket, and if Cricket cannot assist me, I hope that AT&T can help resolve this issue. I am eager to do business with AT&T, but I am feeling frustrated by the lack of progress. I would appreciate your help in overcoming this challenge so we can establish a successful business relationship. I kindly request that AT&T override Cricket and provide me with the unlock code for this Coolpad phone so I can use AT&T service on it. I acquired the phone from someone who never activated it, and the IMEI number is [redacted][redacted]. Thank you for your attention to this matter.

I believe that I am being overcharged by the company for a phone and plan that I do not have. I was switched to a 30 GB plan without my consent and have been continuously billed for it. Additionally, I have been billed for an iPhone that I have not possessed for 17 months. Despite my attempts to rectify this issue three times, nothing has been resolved. Recently, with the assistance of Sam's Club fraud department, adjustments were promised, but my bill was actually increased with unauthorized services. I am frustrated with the lack of concern shown by the company towards its customers and am considering discontinuing my services.

I accidentally purchased two items on Amazon, cancelled one, and received the other. The seller claims both items were delivered, but I only have footage from my front door camera, which I unfortunately deleted. Amazon won't refund the undelivered item without proof. Is there a way to recover the deleted picture to show only one item was delivered?

I recently requested to unlock my phone. This morning, I received an email stating it could not be unlocked due to being reported as lost or stolen in the past. I have owned this phone for over a year, bought it from the AT&T store, and have never reported it as lost or stolen. Unlocking my phone has been a struggle after paying it off, and I am unsure why. I have contacted three AT&T agents, but none could resolve the problem. I am currently studying abroad and paid $40 for a new SIM card to avoid relying on wifi. I paid off my phone specifically for this purpose. I need help understanding why I received this email and what the issue is. Thank you.

I recently acquired a pre-owned iPhone 6 previously used with AT&T. I had to replace the microphone and chose Consumer Cellular for their affordability and contract-free service. When trying to activate the device with the SIM card from Consumer Cellular, I encountered an "Invalid SIM" message, indicating that the phone was locked by the previous carrier. Consumer Cellular advised me to obtain the IMEI number and contact the original carrier for unlocking. I have now obtained this information. My old cellphone is without service due to number porting.

Today my phones were turned off. I have consistently mentioned that I would make payment on 07/05/[redacted], and I was assured it would be fine. Despite me explaining multiple times that I get paid at the beginning of the month, nobody seemed to understand. Four different representatives reassured me it would be okay. Now, my phones are disconnected due to a misunderstanding regarding the billing cycle. Please reconnect my phones today without charging the $35 fee as I have been transparent from the beginning. If this is not resolved, I will have no choice but to switch to another phone service provider that is more accommodating. It appears there is a lack of communication within your company, as each representative seems unaware of the situation.

I purchased three iPhones from AT&T. I got two iPhone 6s for myself and my youngest for free, and my oldest son got an iPhone 8, which required an additional $10 monthly fee. The delivery experience was poor. The first phone was left at the backdoor in the rain, but the replacement arrived the next day. However, my oldest son's iPhone 8 took almost a month to be delivered. I expressed my dissatisfaction with the service and mentioned the inconvenience of paying for a phone we didn't have for the first month. I would appreciate a discount on my bill due to these issues. The communication barrier with customer service representatives who had difficulties speaking English added to the frustration. This situation lasted over a month, and my son missed job opportunities because he couldn't be reached.

Sincerely frustrated with my recent experience. Spent well over an hour on the phone, still no resolution. After being assured a promotional watch at purchase, it never arrived. Recently found out it was back-ordered, and now without notice, the order is canceled. An AT&T customer since [redacted], I feel let down. Despite assurances from the loyalty department, no follow-through. Requested to speak to a supervisor multiple times without success. Offered a tablet instead, which does not interest me. Expecting the company to honor the original agreement made. Seeking a prompt resolution and a response to address this issue. Disappointed with today's phone service treatment.

I have been a loyal AT&T and DIRECTV customer for over two decades. Recently, I encountered a pricing issue with my services. Despite assurances from Tracy in the loyalty department back in March, my rates have continued to increase significantly. Despite reaching out to various customer service and loyalty department representatives, including managers, my concerns were met with little understanding and even rudeness, with some calls being disconnected. After attempting to contact AT&T via email last week without success, I have begun the process of transitioning my wireless and TV services to a different provider. I have also lodged complaints with The Consumer Financial Protection Bureau regarding my experiences. Unfortunately, my expectations for a satisfactory resolution from AT&T are low due to their apparent lack of concern for customer issues.

I did not authorize Netflix to charge me. Yesterday, $12.99 was deducted from my SSI, which is not acceptable. Last month, after the free trial, I did not continue the subscription and now they charged me without my permission. My account should have been canceled when I didn't pay. I did not watch anything on Netflix. It seems like there are some questionable practices happening at Netflix. I plan to take legal action against them for charging me without consent. Until then, I will pursue getting more than $13.00 back from them.

Yesterday, I transferred my account from Verizon to AT&T due to being a WarnerMedia employee, which gives us a 50% discount on services. After completing the process at the Duarte store with Juan, who faced some technical issues during sign-up, I encountered problems with my phone. The apps are not working, and Safari displays an error message stating the iPhone is not connected to the internet. Despite troubleshooting attempts by AT&T, the issue persists, and a ticket was submitted. Upon visiting the AT&T store at Warner Bros Lot, it was revealed that data had been turned off. Additionally, Juan mistakenly bundled Directv with our phone service preventing the application of the discount. Subsequent visits to the store on Magnolia brought to light more oversights by Juan, such as failing to ensure phone functionality and adding an unauthorized insurance product. I feel neglected and misled by Juan's actions, resulting in financial implications and service disruptions. Your guidance on resolving these discrepancies would be greatly appreciated. - Katia Mahserejian

Hello, my name is Katia. Yesterday, my fiancé and I signed up with ATT due to my WarnerMedia perks, which include $10/mo Directv and 50% off ATT service. We visited the Duarte ATT store where Juan assisted us. He claimed our discounts would apply eventually and included free insurance. However, after visiting three different stores, I learned the discounts need to be added during the sale, the "free insurance" costs $11/mo, and my data was never activated. Moreover, Juan failed to confirm our phones worked before we left. I feel misled and frustrated as I can't work without phone access. The ATT help desk attempted to troubleshoot, but nobody followed up as promised. I just want a working phone with the agreed discounts. Kindly assist. - Katia

I am currently puzzled by my account showing ownership of three iPhone XS Max units when I only have two. The situation arose from trading in our new Note 8 devices, for which I paid off the contract to switch to the iPhone Max for CarPlay compatibility in our new car. Samantha, the retail manager at Fashion Place, assisted us during the bogo offer earlier this year and has already made adjustments to our account. Despite this, I am concerned about the $[redacted] monthly charge. I only have the units [redacted] and [redacted]. Additionally, my Apple Watch has not been functioning with its plan, even after multiple attempts with tech support. It seems to indicate multiple plans are open for the watch. During the transition to iPhone XS Max, the retail manager retained my new Note 8 units, which is currently causing me distress.

I have been an AT&T Wireless customer for about 25 years. Despite being referred to as part of the AT&T Family, my recent experience has left me feeling neglected. My cell service abruptly stopped working at my condo in late May. After numerous frustrating calls to customer support resulting in conflicting information, I visited a local store for assistance. Unfortunately, the representative there dismissed my concerns when my phone worked normally in-store. Only after several attempts did I learn that a tower outage was the root cause, with service not expected to resume until mid-July. Promises of a refund for the downtime have not materialized, compounding my dissatisfaction. If this is how AT&T treats its family, I am considering switching to Verizon and seeking resolution through the appropriate channels.

I recently extended my bundled TV, internet, and local phone service with ATT for two years. Before agreeing to the extension, I discussed with them the importance of keeping the price below what I had been paying. In an email dated Jan 23, [redacted], ATT provided a summary of my DirecTV and ATT order which included two promotions: $10 per month for 12 months and $55 per month for 12 months, both crucial to maintaining my existing discounts. Despite numerous calls, including to the loyalty office, ATT representatives claim they cannot see the email and insist the offers are no longer valid in their system, with no new offers available. I have requested that they honor the terms of my extension or allow me to cancel the service without cost, as I am not seeking early termination. I am open to continuing the service, but ATT has not upheld the terms of our agreement.

On July 19, [redacted], I requested to transfer my AT&T U-verse TV & Internet service to a new address. A technician visited but was unable to install it due to the need for a fiber optic line. Another work order was completed on August 13, [redacted], and a second installation appointment was set for August 17, [redacted], between 1-3 PM CST. Unfortunately, the technician did not show up or contact me. I have been trying for two days to reschedule the appointment and get assistance, but I have been struggling to find help from AT&T. I cannot spend hours on the phone during the week, and if the installation is not sorted soon, I will have to switch services. Account Number: [redacted] Order Number: [redacted]

I am following up on my conversation with a customer service representative last Friday regarding my switch from Sprint to AT&T. The representative mentioned that I would receive the first month free upon switching, which sounds like a great offer to me. I explained how my old Sprint Samsung phone, which had hairline cracks on the screen, became inoperable after a fall, leading me to decide to switch to AT&T. To complete the switch, I need to bring both my old Sprint phone and the new phone from Asurion to the nearest AT&T store for data transfer and activation. I am eager to have my phone activated today as my business operations have been impacted by the issues with Sprint. I am unable to access my email without a phone to receive the forgotten password code from Microsoft, hence the urgency of this matter. I appreciate your prompt assistance with this. Thank you. -Al Reid

I'm a potential new customer following up from my chat with AT&T last Friday. My name is Al R. and my phone number is [redacted]. The agent assured me that my issue would be resolved today as I wanted to become an AT&T business customer. Today, I tried twice unsuccessfully to reach a human. It's urgent to set up my new account to leave Sprint. My phone number is disconnected, so emailing password reset won't work. I have a replacement phone, so let's proceed. Please respond, get a human involved, and let's set up the account promptly. Thank you, Al R. [redacted]. Let's move forward efficiently. Thank you. Al

I have been without cell service for 2 months due to being laid off from my job. AT&T canceled my service around July 16, [redacted]. I have been away for a family emergency and just saw a demand letter from AT&T. My bill has unexpectedly increased from $[redacted] to $[redacted] in less than 2 months, which is confusing as it's much higher than my usual charges. I am willing to set up a payment plan for the initial amount but don't understand the sudden increase. I cannot access my AT&T account online. I want to resolve this by getting the last 2 months' charges removed since I couldn't use the service. The goal is to pay off the $[redacted] and cancel the account to prevent further unexpected charges. Once settled, I plan to switch to a family member's account.