AT&T Customer Service Issues

Archive 68

The following are issues that customers reported to GetHuman about AT&T customer service, archive #68. It includes a selection of 20 issue(s) reported December 23, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently contacted AT&T to cancel my television service. Despite being promised a $[redacted].00 VISA card for my loyalty three times, I never received it. I urgently need an email with instructions on returning the equipment to avoid any fees exceeding $[redacted].00 for late returns. It seems AT&T does not provide a publicly available email address, making it challenging to keep a record of our conversations. This lack of transparency is disappointing and reflects poorly on the company's management.
Reported by GetHuman4140007 on Monday, December 23, 2019 4:20 AM
I purchased the $35 airtime package expecting to receive a free Maven ZTE. I am disappointed as my order was unexpectedly cancelled. My order number is 23-[redacted][redacted]. I would like to resolve this issue promptly by receiving the product I paid for. Kindly send me the Maven ZTE with the month of service included as promised. If this is not resolved, I will consider switching to another company. Thank you for your attention to this matter.
Reported by GetHuman4140214 on Monday, December 23, 2019 5:52 AM
I purchased and paid for the $35 monthly service, which was supposed to come with a free Maven ZTE. However, my order (number 23-[redacted][redacted]) was canceled by your team. I kindly request for AT&T to resolve this matter by providing me with the ordered items promptly. The cancellation caused a delay in receiving my phone, and if I cannot receive the items as initially promised, I would appreciate an additional month of service. As a loyal customer, I value your assistance in resolving this situation promptly. Thank you.
Reported by GetHuman4140214 on Monday, December 23, 2019 6:02 AM
Dear Sirs, I regret to inform you that our DSL connection has been down for 3 weeks in September and has now been disconnected since December 3rd. This disruption has left us without home phone service, access to emergency services, Netflix, and our backup Directv connection. Despite the reassurances of a prompt reconnection within 24 to 48 hours, our service has not been restored as promised. It is concerning that there seems to be a lack of effort from AT&T in addressing the issues with our DSL line, especially considering there are over [redacted] customers relying on it. The recent introduction of AT&T Wireless in the area, with its data limitations and potential for overage charges, leads me to believe the company may be deliberately pushing customers towards this new service. I have escalated my concerns to the Alabama Public Service Commission regarding AT&T's maintenance practices and breach of contract. I have also provided evidence of the poor state of distribution boxes and the absence of repair trucks in our area. I hope that this email will prompt some much-needed action on your part. Sincerely, Truman F. [redacted] County Road [redacted] Killen, Alabama [redacted]
Reported by GetHuman-trumanfe on Wednesday, December 25, 2019 4:56 PM
I've been having serious issues for some time now with incoming calls not being received on my iPhone 11. I got the SIM card changed in the store and Apple replaced the phone, but the problem persists. I tried to change the number, but I noticed an additional line on the bill that I didn't request. I received the new line by mail, but they mentioned they might charge me for it if I don't go to the store. I'm exhausted. I think I might have to cancel and switch to another company. It's been over 15 days dealing with the same problem.
Reported by GetHuman4151293 on Wednesday, December 25, 2019 9:14 PM
I noticed that you are removing Fusion and El Rey network channels on 1/23/20. Why do you continue to drop channels without adding any new ones? NFL NETWORK has already been removed! I pay for a specific number of channels, but it keeps decreasing without a reduction in my payment. I am receiving fewer channels for the same amount of money. If this trend continues, I might need to explore other service options. I feel like I am being unfairly treated - paying the same amount but receiving fewer channels in return.
Reported by GetHuman-davislj on Thursday, December 26, 2019 6:48 AM
My account # [redacted]27 was cancelled on September 10, [redacted], and all the equipment was successfully returned within 10 days. I retained two work order deposit receipts from the UPS Store dated September 16 & 20, [redacted]. Despite this, on November 12, [redacted], I received an unexpected bill of $[redacted].72 for allegedly not returning the equipment. I promptly sent copies of the UPS receipts with the bill back to ATT. Unfortunately, I started receiving automated reminders up to four times a day from the end of November until mid-December about the unpaid bill. After speaking with Loraine at ATT on December 10, who confirmed receiving my copies and assured a zero balance on the next bill by December 12, no such bill arrived. Following multiple unsuccessful attempts to address the issue, including discussions with Patrick on December 17 and further calls to ATT, the problem remains unresolved. Despite assurances that the outstanding amount has been waived, I continue to receive the final notice and automated calls. Janet redirected me to a non-existent department, and after another call, Jackie explained that the case has to escalate. A new ticket # [redacted] was assigned, requesting UPS reference numbers for further investigation. Now awaiting a resolution until January 3rd. The uncertainty persists regarding the outcome.
Reported by GetHuman-martibac on Thursday, December 26, 2019 9:17 PM
In [redacted], following my divorce, I attempted to cancel my old AT&T wireless account to open a new one. Regrettably, the cancellation did not go through, and my ex-husband continued to use the account until [redacted] without my knowledge. Upon discovery, I promptly canceled the account, but he left outstanding charges. These were sent to a collection agency, and I settled the bill. However, resolving the remaining issue has proven difficult as I lack the necessary PIN to access and manage the account, which I was unaware existed for over 8 years. This situation arose due to AT&T not canceling the account associated with Patricia Cross when I opened a new one under the same name to distance myself from my ex-husband.
Reported by GetHuman-tltrisha on Friday, December 27, 2019 2:15 AM
I'm confused by the invoice I received. I was told I wouldn't be billed for these charges after disputing them in December. The document I signed mentions a $[redacted] disconnect fee for each of the two services I requested (Uverse and internet), totaling $[redacted] plus taxes of $[redacted].76. Yet, there was no actual contract as you never provided the services. The TV service was subpar to Comcast with freezing shows and internet speeds didn't meet expectations, causing delays and frustrations. Since you didn't fulfill your end of the agreement, I shouldn't be expected to follow through with mine. I ask that you update the invoice accordingly.
Reported by GetHuman4161138 on Friday, December 27, 2019 7:52 PM
Subject: Account [redacted] Dispute Regarding $[redacted].76 Charge Dear Customer Service Team, I am writing to address the invoice mentioned above. I was under the impression that the charges in question were acknowledged as incorrect and that I would not be responsible for them. This understanding was conveyed to me by your representative over the phone in December when I raised my concerns regarding these fees. It seems there might be confusion as the document I signed states a disconnection fee of $[redacted] per service, totaling $[redacted] with taxes, resulting in the total amount of $[redacted].76 for both Uverse and internet services. However, since the services were not delivered as promised, there was no valid contract in place. The quality of the TV service was subpar compared to Comcast, with frequent freezing and skipping of content. Similarly, the internet speeds were unsatisfactory, leading to delays and interruptions in online activities. Given the failure to fulfill the service agreement on your end, I request that the invoice be adjusted to reflect the actual situation. Thank you for your attention to this matter. Sincerely, [Initials]
Reported by GetHuman4161138 on Friday, December 27, 2019 7:52 PM
AT&T Disappointment - [redacted] ms ago I had a frustrating experience trying to bundle internet service with my cell and Directv with AT&T today. Despite the representative's assurances, I am still unsure if the service can be provided at my address. The rep promised to call me back to schedule the installation but hasn't followed through. When I tried to reach out, I was put on hold for a long time and encountered unhelpful responses from another employee. After being a customer for 30 years, I am extremely disappointed with AT&T's lack of care and the way their employees seem to be trained to mislead customers. I plan to share my experience on various platforms to raise awareness about the poor service and deceptive practices I have encountered.
Reported by GetHuman4162043 on Friday, December 27, 2019 10:41 PM
I recently spoke to a supervisor who assured me he would fix my bill to $[redacted], but it still shows $[redacted]. I've been on the phone with multiple people and even the supervisor called back confirming he would adjust my bill. After being a loyal customer for so long, it's frustrating to be given inaccurate information by your staff just to end the call. The last person I spoke to promised to follow up, but no one has contacted me yet. I will continue to reach out until this matter is resolved. It would be beneficial for your team to be aware that promising action and not delivering is not good business practice. I urge you to review the recorded phone conversations to understand the situation clearly. Your prompt attention to this issue is greatly appreciated.
Reported by GetHuman4163342 on Saturday, December 28, 2019 5:48 AM
I bought a new Samsung Note 4 (old stock, out of warranty) on January 3, [redacted], in England. When I tried to exchange it, I discovered it was reported as lost/stolen and blacklisted on your network. I purchased the phone in sealed box with unbroken seals, making it unlikely that AT&T could have blacklisted it. Can you assist me in resolving this matter? The IMEI number that is blacklisted is [redacted][redacted]. Thank you for any help you can provide. Regards and Happy New Year, Dave.
Reported by GetHuman4164267 on Saturday, December 28, 2019 1:25 PM
We have experienced issues with our phone, internet, and TV package under account #[redacted]76. Despite agreeing to pay $[redacted]. for the service with no additional fees, we received a bill for $[redacted]. after installation. We canceled the phone, which was never the correct number and was never used. We have been contacting customer service in an attempt to rectify the billing discrepancies and receive the appropriate credit. However, our requests seem to be overlooked, and we are being charged for services we did not agree to. We have evidence that the phone service was never utilized. Due to the lack of resolution and trust issues with phone conversations, we are reaching out through email before considering canceling the service. We are documenting this communication for our records.
Reported by GetHuman-gassailo on Saturday, December 28, 2019 4:48 PM
We have been waiting for over five weeks to get our landline phone fixed at [redacted]. Despite being promised a fix on 12/26/19 and being assured of priority service the next day, we are still without a working phone. The lack of communication and uncertainty from customer support about when it will be resolved is frustrating. The advertisements claiming AT&T is #1 in responsiveness seem far from the truth based on our experience. Our Bay Alarm system, crucial for fire and burglary protection, relies on our landline, highlighting the urgency of the situation for us. If we do not receive prompt action from AT&T, I may need to contact my neighbor, Michael Finley, from ABC's consumer affairs segment, "7 on Your Side." Best regards, Norman Alberts [redacted]
Reported by GetHuman4170631 on Monday, December 30, 2019 12:06 AM
I purchased an AT&T locked phone intending to use it only in the United States. After canceling my plan due to some problems, I returned to my home country and now wish to use the phone with an international service provider. However, I recall that unlocking the phone typically involves being on an AT&T plan, which I no longer have. Are there alternative methods to unlock the phone for international use?
Reported by GetHuman4170947 on Monday, December 30, 2019 1:33 AM
Hello, I currently reside in the UK and do not utilize your services. I have been experiencing issues with someone misusing my email address for AT&T services. I have not authorized the use of my email, but I keep receiving numerous emails from AT&T regarding purchases/changes I did not make (over 50 messages in the past week). It seems that AT&T's website allows for the use of fictitious email addresses when carrying out these actions. My actual email is [redacted], yet the address being exploited on AT&T is [redacted] (with a dot). As Gmail disregards dots in email addresses, these emails keep coming to me. I kindly request that you cease any further misuse of my email address and implement stricter verification procedures to prevent users from engaging in this behavior. Thank you.
Reported by GetHuman4173286 on Monday, December 30, 2019 3:37 PM
I recently spent over two hours on the phone discussing charges with your customer service team. Despite being assured the fees would be waived, I still see them on my account. I was quoted $50 a month for fiber internet with auto-pay set up via debit card. To my surprise, my service was suspended due to undisclosed charges and late fees totalling $9.25. Additionally, there was a $49.99 one-time charge for a network extender and a $10 monthly fee for equipment that I did not agree to. The faster speeds promised have not been delivered, and the inconsistent performance is similar to my previous provider. All unauthorized charges must be removed before I consider setting up automatic payments or making future payments.
Reported by GetHuman-guerryma on Monday, December 30, 2019 4:55 PM
I never had a landline installed, but somehow I ended up in collections for $[redacted] under the name Sharon Ferriera. I notified AT&T that it wasn't me as I purchased this house in [redacted] and never had a landline or phone jacks installed. There was an appointment scheduled before, but the technician never showed up, leading me to cancel the service altogether. I am confused as to why there is a bill under Sharon Ferriera's name as she has never resided at [redacted] Grove St, Lucerne, CA. When I called AT&T to address this, they refused to assist me since the account is not under my name. Just to clarify, there has never been a landline at this address.
Reported by GetHuman2674227 on Wednesday, January 1, 2020 11:56 PM
Julie K. Evans [redacted] Apache Street, Hailey, ID, USA [redacted] At&T [redacted] N Main St Hailey, ID, USA [redacted] RE: Unauthorized Charges on My Account – Notice to Furnisher Dear Sir or Madam, I previously informed you about being a victim of identity theft and requested the removal of all fraudulent charges and closure of my account. I have not yet received written confirmation of these necessary actions. As previously stated, I dispute the following fraudulent charges on my account: Account Number: Charge: Date: [redacted] $3,[redacted].00 12/[redacted] These charges were not made by me. Kindly remove all fraudulent charges, waive related fees, provide an updated statement, and close the account. Additionally, cease reporting this incorrect data to credit reporting agencies. Enclosed, please find my FTC Identity Theft Report and the FTC's Notice to Furnishers for your reference regarding your obligations. I request a thorough investigation and a written explanation of your findings and actions. Sincerely, Julie K. Evans Enclosures: January 3, [redacted] FTC Identity Theft Report
Reported by GetHuman-corngrow on Friday, January 3, 2020 5:36 PM

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