AT&T Customer Service Issues

Archive 80

The following are issues that customers reported to GetHuman about AT&T customer service, archive #80. It includes a selection of 20 issue(s) reported October 15, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I would like to request an invoice to pay my bill with a check, my preferred method for many years. Last month, I received a paper invoice without a pay stub. I took the initiative to find AT&T's mailing address, created my own envelope, and sent the payment. However, this month, I only received a text message notifying me that my bill is ready, without a paper bill. I have been unsuccessful in reaching AT&T to address this issue. I kindly request AT&T to contact me through voice or text at [redacted] or via email at [redacted] If sending a text or email, please ensure it is one that allows for direct replies and is not automated. Thank you, Anne F.
Reported by GetHuman-aafocke on jeudi 15 octobre 2020 05:03
I upgraded my AT&T iPhone 8 Plus to the iPhone 11 Pro Max at a local AT&T retail store on April 27, [redacted]. I left my iPhone 8 Plus at the store with the employee. In July, a $[redacted] fee appeared on my bill for an "unreturned device." As a result, my three phone lines were disconnected three times. I have attempted to have the charge removed to no avail and I am adamant about not paying until it is resolved. I am willing to return the phones and switch from AT&T without any outstanding fees. Dealing with AT&T has been incredibly challenging, and I expect the fee and any additional charges to be waived from my bill entirely. Despite spending hours on the phone during work trying to solve this issue and visiting the store three times, I have not had any success. The latest bill shows a due date of 10/30/20, indicating that the matter remains unresolved, and I anticipate facing another disconnection of my three phone lines.
Reported by GetHuman-shainava on vendredi 16 octobre 2020 13:42
Subject: Issue Accessing My Bill To whom it may concern, I am experiencing difficulties accessing my bill. Upon logging in, the system prompts me to link my account, but when I attempt to do so, it indicates that the account is already linked. Following a 90-minute chat session with multiple representatives on October 19th, during which I changed my user ID and password and attempted to access the system through the app instead of my desktop, the issue remains unresolved. I was provided with an [redacted] number for the Digital Assistance Team, but as I am located in Mexico, I am unable to connect to USA [redacted] numbers. I was informed that there is no email or international number available for communication with ATT. I simply wish to access my bill. Your guidance on this matter would be greatly appreciated. Sincerely, Cherie A. S., Esq.
Reported by GetHuman5384119 on mardi 20 octobre 2020 00:38
I am trying to report a downed fiber optic cable and splice case in the Cinco Ranch Area, Katy, Texas [redacted]. I contacted [redacted] and was told to reach out to all telecom companies that service our area, but I am unsure if it is AT&T. The cable and splice case are in the power line easement by a pole with two number identifiers: Top one is 93A0R (or possibly 93AQR) and bottom one is "80 T". The nearest address is [redacted] Katy-Gaston Rd, Katy, TX [redacted]. If you reply by email, I can share a screenshot of the location and pictures of the issue.
Reported by GetHuman-legatoj on mardi 20 octobre 2020 18:48
I would like to see improvements in phone options that cater to a specific market segment. Phones like the En Vee with slide-out keyboards, full QWERTY keyboards, sturdy build quality, physical buttons, and no internet connectivity are sought after. A simple and effective phone for calls and quick texting without the complexities of the internet is in demand. There is a growing market for this type of device that prioritizes functionality and security. By offering such a phone, you could corner this market exclusively. Current options are limited, with older phones becoming obsolete due to their reliance on internet connectivity. Consider expanding your sales offerings to cater to individuals seeking a non-internet-dependent device. This niche market could appeal to parents who want their children to have a safe phone experience or the elderly looking for a device with limited internet access to protect their privacy and security. By targeting this neglected market, you can attract new customers and meet their needs effectively. With the right product, you could satisfy potential clients and establish a unique position in the market. Sincerely, Jesse
Reported by GetHuman5387324 on mardi 20 octobre 2020 20:42
I recently tried purchasing a phone through First Net but encountered an issue due to an outstanding balance from a closed AT&T account. The account number in question was [redacted]81 with a past due amount of $[redacted].84 USD. Despite my attempts to obtain an itemized bill to address the charge, I never received it. Following AT&T's reorganization, I faced harassment from AFNI without resolution. I firmly dispute this charge and have supporting documentation. Unfortunately, the elusive final bill has not been provided, leaving me unable to verify the validity of the charge. AFNI's unhelpful stance further complicated the situation, adding to the frustration of this ordeal.
Reported by GetHuman-hyakisgr on mercredi 21 octobre 2020 23:52
We bought and returned a phone to AT&T, but despite being assured of a cancellation and refund by August 10th, the installment plan remains active. Despite multiple calls and promises of resolution, the issue persists. After another 2-hour call on October 15, Fay stated it would be resolved in 2 days, providing the confirmation number - [redacted]0. However, as of now, no action has been taken and contacting customer service has been challenging. We urge for the prompt removal of the installment plan since the phone was returned unactivated and is no longer in our possession. Our contact number is [redacted].
Reported by GetHuman-candledi on jeudi 22 octobre 2020 15:11
Recently, my sister, who is hearing impaired, relocated to Indianapolis. After subscribing to AT&T for TV and Internet services, we anticipated the phone installation as well. Given her reliance on a captioning phone (Captel Model i840), we were alarmed to discover that the phone installation was overlooked. Despite expecting a new phone number via text, we never received one. Subsequently, upon inquiring with the local office, we were disheartened to find out that there were no available phone numbers. This situation is distressing as my sister, who also suffers from heart issues, is now left without a crucial communication device. The lack of responsiveness from AT&T, especially towards a customer with a disability, is incredibly disappointing.
Reported by GetHuman5402366 on dimanche 25 octobre 2020 22:26
It appears that many customers are looking for a simple, text-efficient phone without internet capabilities. This type of phone would be ideal for those wanting to stay connected through calls and texts without the risks associated with internet use. The preference for a qwerty keyboard for ease of texting is also highlighted, along with a desire for a phone that is straightforward, reliable, and without unnecessary features. Older generations, in particular, value simplicity in devices without concerns about potential technical issues. The suggested phone would include basic functions like calling, texting, and perhaps additional features like a camera or mp3 player, but without internet connectivity. Offering such a device could cater to a significant market looking for a more traditional phone experience.
Reported by GetHuman5405326 on lundi 26 octobre 2020 19:56
I have encountered various issues recently. The most recent one is regarding my three-line plan. My phone number is [redacted], Wife's is [redacted], and Son's is [redacted]. Last week, my wife's phone was deactivated even though I had paid for the $65 unlimited plan for the month. Upon contacting customer service, I was informed that her plan had been changed to a $35 plan, which neither I nor any AT&T representatives had authorized. I had to pay again to reactive the phone on the lower plan. This unexpected change has caused significant inconvenience and financial strain, as there were 14 days in September where I couldn't use my phone or data. Despite my loyalty to AT&T over the years, these recent issues have left me considering alternative options for our family plan. I am requesting a credit for the $35 difference on my wife's phone and the $55 on mine. My name is Frank R. and my number is [redacted]. Thank you for addressing this matter.
Reported by GetHuman5408080 on mardi 27 octobre 2020 16:48
I have been abroad since early March and suspended my phone service to save costs, but I see my bill has increased. I am uncertain when I will return to the US due to the pandemic. I faced a similar issue with Verizon, who didn't assist, so I canceled. Have emailed AT&T to no avail, so I am considering canceling. Robert B., [redacted], [redacted]63.
Reported by GetHuman-elymusic on mercredi 28 octobre 2020 17:02
We experienced a service outage on July 10 and were informed the repair would be done by the 17th. However, no one showed up, so we switched to Spectrum. We retained our phone number, indicating to ATT we had left. Despite this, on the 22nd, ATT called regarding service on the 23rd, to which we clarified our disconnection. Following, we noticed a charge on our Discover statement for all 3 services. Upon contacting Discover, they halted the ATT charge. Later, we received a prepaid card from ATT for a portion of the bill. Thinking it settled, we were surprised by an email on Oct. 26 stating ATT would bill Discover for all services, despite our termination in July and ongoing DirecTV payment. Speaking with customer service on Oct. 26, we were told we still owe $[redacted].54. We have not received service since July 10. Today, we received another bill requesting payment via check, on top of the Discover charge. We seek clarification and resolution to this situation.
Reported by GetHuman5412215 on mercredi 28 octobre 2020 21:01
Subject: Refund Request Dear AT&T, I appreciate the refund offer, but I need to address some concerns. In August, my landline stopped working, and despite multiple promises, nobody came to fix it. After several failed attempts, I decided to cancel my service, and I was assured a refund. I recently received a prepaid Mastercard debit card from Sunrise Banks for $17.51, which I did not agree to. I am requesting a full refund via mail for the lack of service I experienced. I would like to receive the refund by Dec. 1, [redacted], in the form of a check. Sincerely, Stephanie S. [redacted] Oakdale Court, Smyrna, GA [redacted] (email: [redacted])
Reported by GetHuman5417913 on vendredi 30 octobre 2020 15:50
Dear Mr. Stankey, I am a very disappointed customer mainly due to AT&T’s poor customer support caused by language barriers with service representatives. Understanding them is a challenge as the communication takes much longer than it would with local support. I've spent over 2 hours on a case with no resolution after being transferred 3 times. Our fixed wireless order from over two weeks ago has not been fulfilled. I recommend that key personnel file faux service complaints to experience firsthand the issues customers face. I have yet to encounter a service representative or customer who doesn't share the sentiment that Philippine customer service is subpar. - Don A.
Reported by GetHuman5418790 on vendredi 30 octobre 2020 19:38
Dear Mr. Stankey, I am writing to share my recent frustrating experience while switching from Verizon to AT&T at a Best Buy in North Utica, NY. Despite the efforts of representatives at both stores, numerous issues arose during the process. An incorrect number was typed on my paperwork, necessitating a return trip to the store. After assurances that my phones would arrive by October 23rd, I received only one out of the four phones by October 28th. Representatives named Nick at the store went above and beyond to assist me, but subsequent interactions with AT&T customer service proved equally challenging. Despite being promised waived activation charges, one of my phones was cancelled without my consent. Various misunderstandings and delays have led to significant inconvenience, with one representative suggesting my phones wouldn't arrive until December. As a retired Military and law enforcement personnel, I was drawn to AT&T by favorable reviews but have encountered unexpected difficulties. I urge you to investigate this matter promptly and provide a resolution. Respectfully, Joseph T. Ruggiero
Reported by GetHuman5420505 on samedi 31 octobre 2020 13:19
I've fallen $[redacted] behind on my payments, and I'm confused about why this happened as I have auto-pay set up. However, for some reason, the amount wasn't deducted as usual last month. I tried to resolve the issue over the phone, but my service was cut off during the call. I had to pay to restore my phone service despite the missed payment being on their end. I'm frustrated with this situation and need guidance on how to catch up on my payments.
Reported by GetHuman-riibea on samedi 31 octobre 2020 14:42
I recently signed up for a new service with 2 lines on the 28th. When I logged into my online account, I discovered there were 4 lines - 2 were mine, and the other 2 were labeled as "watch lines" instead of actual people. One was a flip phone, and the other was an iPad. I called AT&T the next day after two unsuccessful attempts to address the issue to remove the unauthorized devices. However, I am now being charged for a full month of service for these additional lines, resulting in a $[redacted] bill for just 36 hours of service. I am seeking a resolution to this billing error and do not wish to pay for services that do not belong to me.
Reported by GetHuman-hendejj on dimanche 1 novembre 2020 16:05
On October 19th, I contacted ATT customer service to inquire about transferring my phone numbers to T-Mobile and to find out my final bill amount. I was informed that if I cancelled a line with ATT, I would be charged for the whole billing cycle without proration. The representative mentioned that if I cancelled by November 2nd, I wouldn't incur another bill, but transferring the numbers would automatically cancel the account. I transferred 2 numbers to T-Mobile on October 23rd and noticed the third wasn't cancelled, so I tried on October 31st, but long holds led me to disconnect. On November 2nd, I called again to cancel the third number to avoid unnecessary charges. However, I was told my billing cycle actually ran from the 25th to 24th, not the 2nd. Despite requesting a credit due to the incorrect information provided, customer service mentioned limitations as my account was closed. I inquired about reactivating temporarily to resolve payment, but it would double charge me. I followed instructions given earlier, but now face challenges with customer service resolution.
Reported by GetHuman5427129 on lundi 2 novembre 2020 21:08
I have been in contact with Debra Manderson from the Office of the President at AT&T Services, regarding issues with incompetent workers. I was looking into AT&T phone and cable services, but multiple transfers led to no information being confirmed in the system. Despite assurances my details were removed, I am still being contacted, causing me undue stress and panic attacks. Despite efforts made to resolve the situation, I keep receiving bills and notifications. I need AT&T to stop contacting me immediately to alleviate this ongoing distress caused by their inadequate support staff.
Reported by GetHuman-suzlundb on mardi 3 novembre 2020 00:28
I bought an iPhone 11 by trading in my iPhone 10. I decided I wanted the iPhone 12 instead, within the return period. Customer service OK'd the return, but the store refused, insisting I speak to a manager who was unavailable. They were initially unhelpful, claiming they couldn't assist as they had already sent the phone back. Despite assurances from customer service, I faced obstacles at every turn seeking help. I have three phones on my account and am adamant about getting the iPhone 12. If unavailable, they should expedite one to me or let me hold onto the iPhone 11 until the 12 is in stock. I believe an exception should be made. Several notes about my situation should be accessible on my account. The store now says they are out of options.
Reported by GetHuman-shellept on jeudi 5 novembre 2020 21:55

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