AT&T Customer Service Issues

I am experiencing issues with the technician assigned to set up my account. Despite multiple attempts to contact them, there has been no response, causing me to miss work without the service being established as promised. Last week, transferring my account also required numerous calls over three days. I am frustrated with the lack of communication and service. I am considering canceling my service and may share my negative experience on Yelp as a member. It is essential for me to obtain the name of the technician handling my account.

I initially signed up with AT&T, and my bill was $[redacted]. Recently, I noticed a significant increase in my bill without any prior notice. Initially, I thought the increase was due to some missed payments when I had issues with my card. After resolving those problems, the bill remained high. It turns out the promotional offer I had expired, causing my bill to jump to $[redacted] without warning. I've paid over $[redacted] this year, caught up with my payments, but now I have a $[redacted] bill. I tried to get clarification on this increase but received no satisfactory explanation. I'm shocked by the almost triple increase from my original contract amount. I would appreciate it if I could either go back to my original contract amount or explore cheaper plan options to continue the service. Thank you! - T. Guidry

Since September, I have experienced ongoing issues with my service. Unfortunately, today's interaction with loyalty department agent Shekira (Employee ID: [redacted]) was extremely frustrating. She lacked empathy and made several errors during our call. I hope this feedback is taken seriously by the company. The importance of customer service cannot be overstated, as it influences whether a customer continues to patronize a business. I have already reduced my services to just internet and cell, and I am strongly considering leaving altogether. It is vital to address these issues promptly to retain customers. Thank you for reviewing this matter.

I believed the issue was resolved yesterday when I rescheduled the installation date. The original agreement was to terminate Directv service at [redacted] Garver Ave. Elkhart, In. [redacted] on Aug 9th. The new service and installation were initially scheduled for July 31st but were changed to Aug 10th. I enrolled in auto-pay and provided my credit card information to the Att associate for the military discount. I was informed the new receiver for $[redacted] would be free, and I was instructed to bring my current box to hand over to the installer on the 10th. Additionally, I was supposed to receive HBO and Cinemax for 12 months and Starz and Showtime for 3 months without any charges. If there are any unexpected charges for the receiver or premium channels, please inform me promptly. If necessary, I will cancel my order and consider Suddenlink as my new provider for internet and WiFi services when I relocate to Arkansas. Appreciate the assistance, Norman R. TV account# [redacted]74

Subject: Reversal Request for Unexpected Charges Dear ATT customer service, I am currently in Canada using services with your partner, Rogers Communications. On July 9th, while trying to access my AT&T account via ATT.com/Myprepaid, I encountered issues with my password. Despite multiple attempts through the "Lost Password" process, I did not receive the necessary text message to regain access. Following unsuccessful attempts with Technical Help on July 10th at [redacted] CDT, I had to re-engage in the afternoon only to restart the security verification process. The troubleshooting, including testing text messages and a callback, did not resolve the issue. Surprisingly, I was charged for these supposed free troubleshooting messages multiple times on July 10th at various times CDT. I kindly request the reversal of these charges as advised by the ATT technician during the troubleshooting sessions. Thank you for your attention to this matter.

I have experienced inconsistent customer service from AT&T for a year. I have requested that calls be recorded. Last month, I was provided with incorrect information. Today, for the first time, I was informed that my bill is due on the 29th or 30th of the month, which was never mentioned before. When I made a payment on June 11 and was told I had a zero balance, I later found out my bill is due on July 16. I believe I should have been notified if another payment was due on June 29 or 30 after making a $[redacted].08 payment on June 11. I called today to discuss the due dates and intended to make payments for June 29 and July immediately, but now they are saying I owe over $[redacted] and want me to pay late fees and a disconnect fee. My neighbor switched to a different carrier recently and had new service within an hour. I have been requesting hard copies of bills to be mailed for a year with no success until last month, which I never received. Due to health reasons and stress caused by AT&T's billing, I am considering switching carriers. If I do not get a response by today, July 12, my son will help me switch, and I will file formal complaints with the documentation I've kept. I appreciate your attention to this matter. Thank you.

Date: July 12, [redacted] Phone number: [redacted] Dear AT&T, I am currently in Canada and using your partner network, Rogers Communications. On July 9th, when I tried to log in to my AT&T account at ATT.com/Myprepaid, I had trouble with my password. Despite trying to reset it multiple times, I did not receive the necessary text message to reset it. On July 10th, I called Technical Support at 1-[redacted] at around 08:30 CDT and spent an hour with no success. Later that day, I had to contact them again as there was no record of the earlier session, going through security questions and troubleshooting once more and spending 1 1/2 hours without a solution, working with the agent "Camiloo". Throughout these interactions, test messages were sent to my phone, resulting in charges to my account at several times on July 10th, despite being told they were complimentary troubleshooting messages. I kindly request a refund for these charges.

I am submitting a formal complaint regarding the unacceptable customer service experience I encountered while seeking assistance for my internet issues. The technical support number listed on the WiFi box, 1-[redacted], connected me to a business line instead. The first representative was difficult to understand and persistently tried to sell me a "free $[redacted] retail card" while referencing an incorrect previous address. Despite my requests for technical support, he continuously pressured me to accept the card and provide my personal card details. The call abruptly ended when I insisted on technical assistance. Upon redialing, another aggressive male representative engaged in similar tactics, questioning my English proficiency when I declined the card offer. Despite my insistence on technical help, he insisted on processing the card first, claiming only a limited number were available that day. Feeling misled, I questioned his approach, leading to another abrupt disconnection. After a third call, a female representative instructed me to hold for technical assistance, but the wait was futile. I have never encountered such discourteous and disrespectful service. The experience, combined with reports of rude responses to service outages in my area, has led me to consider changing internet providers. I am deeply disappointed with the company's conduct, prompting this formal complaint.

I recently switched my wireless service from Sprint to AT&T for the FirstNet offer for First Responders. The salesperson promised me a $15.00 discount on both my television and internet services, bringing the total to $[redacted].00 per month. Despite having this promise in writing, the discount was not applied to my bill. After numerous failed attempts to resolve the issue with the salesperson and her manager, I contacted customer service via online chat. I was assured in writing that the discount would be credited back within 2-3 billing cycles, but that has not happened. Multiple attempts to resolve the issue over the phone and online have been unsuccessful. I was even told there is no FirstNet discount for TV or internet, which is frustrating. The situation escalated to being charged $[redacted].00 for canceling the TV service, and my internet bill increased from $90 to $[redacted] per month. This experience has been disappointing, especially since I switched to AT&T for their support of first responders.

I am a senior citizen named Jutta Bush residing in a rural area with poor cell service. My landline, crucial for communication, has been consistently failing for years. In June, it was out for a total of 6 days, with intermittent returns after contacting Jay. The issues persisted in July, with ongoing outages, including a recent cut line. After speaking to Kirby, we are still without service. Currently, I am waiting to reach the complaint department at AT&T. If no resolution is provided, my next step would be to contact the Public Service Commissioner, Dr. Craig Greene at [redacted]. Assistance from AT&T is critical to avoid escalating this matter further.

Approximately 9 months ago, my family and I visited our local AT&T store to add Direct TV, Frontier internet, and switch our home phone to a cell phone. Despite being with AT&T for over 20 years, we recently encountered unauthorized charges on our bill. After a frustrating 40-minute phone call, part of the charges were credited back. However, issues like an additional $9.02 tech support charge on top of the $25.97 charge were concerning. At this point, our confidence in AT&T is waning, and we are looking forward to cancelling our Direct TV service. Similarly, Frontier's promised high-speed internet did not meet expectations, as we were only receiving half the speed we were paying for. Upon calling, we were offered an upgrade at a significant cost increase. Feeling disappointed and locked into contracts, we are now exploring other service providers for better pricing and service. Moving forward, I will be vigilant in checking our bills as closely as my credit card statements. Sincerely, Darlene Cosner

I recently decided to upgrade my and my wife's phones through ATT's buy one get one free offer. However, after the upgrade, my monthly bill increased from $[redacted] to $[redacted] due to the requirement of an additional line costing over $80. Despite spending 50 hours trying to resolve this issue, I was informed that if I canceled, I would have to pay $1,[redacted] for the "free" phone because of a 24-month commitment. This information was not disclosed upfront and I ended up paying $1,[redacted] for each phone to avoid the expensive monthly line cost. After over 30 years with ATT, I felt extremely dissatisfied with their handling of the situation and have decided to switch to a different company.

Subject: Urgent Billing Issue with AT&T I have had multiple discussions with account managers, billing, and collections at AT&T regarding my bill. Despite paying my bill late, I always make faithful payments, even if they incur late fees. Recently, I informed AT&T not to charge my card through automatic billing due to a job switch. Despite this, they proceeded to charge my card and contested my payment, claiming it was returned. I had made the payment earlier and requested the removal of my card for automatic billing as it was now inactive. After a lengthy argument, AT&T assured me the charge would be removed. Subsequently, I encountered excessive charges on my bill due to a promotion expiration that I was not notified about. Despite being promised a credit for overcharging in previous months, issues persisted. I faced difficulties transferring services after moving, unauthorized card charges, and unfulfilled promises of bill adjustments. Despite numerous calls and assurances, my billing issues remain unresolved, with a recurring bill of $[redacted].00. I have been misled and mistreated by AT&T, and I seek urgent assistance to resolve this matter. Thank you.

I have been experiencing issues with my connectivity for the past 27 days. I tried reinstalling my operating system, even though I thought it was my tablet causing the problem. Additionally, I replaced my SIM card, assuming that was the issue. I visited an AT&T store in Austin, TX, where I currently am, and they provided me with a new activated SIM card, but it did not resolve the connectivity problem. Further troubleshooting indicated that it wasn't the tablet's connectivity or the SIM card that was causing the issue. Even my AT&T phone didn't connect to data at the store. I am now seeking alternative ways to access data as I do not feel comfortable using open Wi-Fi networks.

I had a dreadful experience with my recent order of two phone lines on July 2, [redacted]. Due to a missing apartment number, UPS couldn't deliver the phones, leading to a frustrating ordeal with both UPS and ATT customer service. I was originally told to wait for the phones to return to the warehouse, but after contacting customer service multiple times, I was informed I could pick them up from a store out of town. Despite my hesitation, I made the trip only to be told the phones weren't available. Subsequent calls revealed conflicting information, with promises of callbacks and emails that never materialized. UPS was unable to locate the phones, advising me to file a claim. Even after another customer service call, I faced more delays and uncertainties, including a pending refund for activation charges. It's been a frustrating journey marred by misinformation and unfulfilled assurances.

Subject: Incorrect Address for Account Statements Dear Customer Service, I am writing to inform you about a consistent issue regarding the delivery of account statements. I have been receiving statements addressed to an individual named Kiran Behal at the address 3 Hartington Road, Southall, United Kingdom. However, no such person has ever resided at this address, and despite my continuous efforts to return the mail to the sender for over a year, I still receive them regularly. I am growing increasingly frustrated with having to return these incorrect statements and would like to request that you remove this address from your mailing lists promptly. Any further correspondence will unfortunately need to be disposed of, leading to unnecessary waste. I appreciate your swift attention to this matter to ensure that the correct recipient receives their mail accurately, and to prevent any further inconvenience. Thank you for your cooperation.

I need assistance with roaming charges on my Verizon cell phone. Before a trip to Quebec, my brother-in-law advised me to check if I needed extra coverage. At the local AT&T store, I couldn't access my plan due to not being the primary account holder. After contacting a representative and being added to the account, I learned that our plan already covered texts, phone calls, and data in Mexico and Canada. Despite being willing to add coverage before the trip, we received a surprising $[redacted].22 bill for roaming charges. Despite numerous calls to AT&T and speaking with multiple representatives, including Robert, Joseph, Kylie, Haley, and Marlon, no resolution has been reached. Promised callbacks have not materialized, and I am frustrated with the lack of follow-through and the time spent trying to resolve this issue.

Two weeks ago, I called to inquire about upgrading or trading in one of my lines. The representative informed me that I couldn't upgrade due to an outstanding cable bill, which I had arranged an extension to pay. Since the bill was linked to my son's phone, she suggested opening an account in his name for the upgrade. I originally just wanted to upgrade, and my cable bill has never affected my AT&T phone service in my 15 years with them. However, after the upgrade was processed in a separate account for my son, we received the new phone but decided to return it as he didn't want an account in his name. I want to keep him on my plan, but AT&T is now stating they won't transfer his number back until the cable bill is settled. This has been an ongoing issue for two weeks. I appreciate any assistance.

My experience with the AT&T sales team in Austin, Texas was disappointing. During a promotion event, they made false promises about free phones with no contract obligations. However, upon receiving my first bill, I was surprised to see charges totaling $[redacted] and that I was placed on an unlimited plan without my consent. When I contacted AT&T, I was informed that the charges included activation fees and one month of service in advance. After reaching out to the sales agent who assured me of no charges for early disconnection as we were not under contract, I canceled the connection within 14 days. Despite this, I have continued to receive bills and am now being pursued by their collection department. Despite several attempts to contact AT&T customer service, I have not received a resolution.

Yesterday, my wife and I attempted to purchase a prepaid card for my old phone. We started at Verizon but they couldn't assist with my device. We then went to AT&T where we bought a prepaid card for around $50. However, after an hour of trying, they were unable to activate my phone with the new SIM card because it operates on 2G and 3G networks that have been discontinued. Despite this, they refused to refund us or take back the SIM card. The manager's response was to sell us a new phone instead of finding a solution for our current issue. We are now left without a working phone, feeling frustrated after wasting time and money. The lack of consideration and assistance from the manager was disappointing. It would have been helpful if they had informed us about the network changes before the purchase. As visitors from Germany, we were unaware of the network changes. It is frustrating that the manager showed no interest in resolving the issue and only pushed for a new phone sale. This experience is far from what we would expect in Germany.