AT&T Customer Service Issues

I am a loyal customer of AT&T and have been for many years. I have a bundle that includes Wireless, Internet, and TV services. Last year, I called to cancel my mother's line from our plan. Unfortunately, it was a challenging year for me as I experienced the loss of my mother, aunt, and a dear friend, as well as personal difficulties such as fracturing my ankle and losing my pet sitting business. I recently realized that AT&T had still been charging $21.72 per month for my deceased mother's phone line, even though I had requested its cancellation. I contacted customer service, and despite admitting that I should have been more vigilant with my bill, I was told they would not refund the charges. Considering the circumstances and the financial impact of the mistaken charges, I feel that I should be reimbursed $[redacted] for the oversight. Thank you, Donna Hoppe.

I purchased an iPhone 12 Pro 256GB in Graphite from Best Buy Online on October 23, [redacted]. UPS attempted delivery on October 26, but returned the damaged and empty box to Best Buy on October 28. I was refunded the taxes on November 24. Despite contacting at&t and Best Buy customer service for a refund on the installment payment, it has not been resolved. Multiple attempts with at&t have failed, as they cannot verify the return. I need the installment plan removed and a refund for the payments made.

I received a text message at 7PM on the 19th regarding changes going into effect that day. It mentioned that 3G services will be discontinued at the end of February. I contacted customer service at [redacted] and found it challenging to communicate with non-native English speakers. This made me doubtful about the information provided regarding my service. My device is a ZTE ZMAX 2 ([redacted]) smartphone. I am concerned about the following: 1) Will my prepaid service be affected? 2) How can I receive phone updates without access to Wi-Fi as I currently have Android 5.1, and I'm aware there is now Android 11? 3) When is the expected year for the discontinuation of 4G services?

Hello, My name is Stephen Schwartz, and I recently submitted an application for the machine operator job in Columbia, SC. I am now inquiring if the same application could be considered for the position in Greenville, SC since I have an apartment there. I updated my application for the Greenville, SC position yesterday after a text from Mariana Allen. She scheduled a phone interview for the Columbia, SC position on Jan. 22nd. I have reached out to Mariana via text to inquire if my application could be transferred to the Greenville, SC area. I am eager to pursue this opportunity. Thank you, Stephen Schwartz [redacted] Best mode of contact: Email or text

Hello from Germany, I have a local AT&T SIM card with pay-as-you-go service that I use in the US. Unfortunately, this SIM card doesn't work in Germany. In the past, I would add money to my account whenever I was in the US. Last year, a friend in Florida tried to add $[redacted] to my account, but due to travel restrictions, I couldn't travel to the US. Now, I'm in Germany with the US SIM card, unsure if the transfer was successful. I haven't been able to access my account because I don't have the PIN and when I try to retrieve it, they send it to my US number that's not active here. I've contacted AT&T multiple times without success. I even tried using the last 4 digits of my US number as a PIN with no luck. I'm getting really frustrated, and any help would be appreciated. Best regards, Ute

Someone has fraudulently opened an account using my information for two cell phones. I am unsure how they obtained my details. Despite contacting the fraud department, they were unable to assist me. The unauthorized charge appeared on my Chase card, which I have disputed with my bank, leading to its removal. Nevertheless, AT&T claims I am accountable for the charge. I have initiated a police report locally and am in the process of submitting a report to the Federal Trade Commission. It is important to note that I already have a separate Direct TV account with AT&T. The account created in my name is [redacted]88. Currently, I am a Consumer Cellular customer and have no requirement for extra phones. (URGENT HELP NEEDED)

I inquired about upgrading my phone with ATT 9 months ago. Despite being billed for an S20 that I never received, they claim it was delivered. After contacting Billing and having a claim # CM[redacted]9_[redacted]09 created, I was later informed by Reese that my claim was denied due to the phone being activated. As a loyal customer for over 15 years, it's frustrating to be paying for a phone I never got, even after paying off my Note 9. This issue needs a proper resolution, or I may have to look into other service providers.

I reached out to AT&T several months ago to upgrade my phone. Despite their claim that they shipped the Samsung S10 to me, I never received it. I recently discovered that I have been overpaying for the S10 for the past few months. When I contacted Billing on January 15th at 11:30 am and spoke to Cicely, she mentioned it needed to be reported as stolen since it seemed the phone was activated. The claim number is CM******************. Subsequently, on January 22nd at 4:00 pm, I spoke with Reese, who informed me that my claim was denied due to the phone being activated. It is frustrating to pay for a phone I never received, especially after being a loyal AT&T customer for over 20 years. I have paid off my Note 9 and don’t understand why I have been charged for a phone I never got. It is unfair to expect me to pay for something that was supposedly stolen from my home without my knowledge. I hope AT&T can resolve this issue and refund the charges if the phone is truly lost.

The account holder of Account No. [redacted]82, Erik J., passed away in a house fire on March 23, [redacted]. All records, documents, and his cell phone were destroyed in the fire. The Estate Administrator and Attorney have been trying to gather information about Erik's accounts. On January 25, [redacted], the Administrator received an invoice from AT&T for Account Number [redacted]82, which they were unaware of until then. The Attorney attempted to cancel the account but was informed the only way to do so without the PIN was in person at a store with the death certificate. Unfortunately, due to the fire, the PIN is unavailable as it was lost with the phone. We kindly request AT&T to cancel Account Number [redacted]82 effective from the date of Erik J.'s passing on March 23, [redacted], and to waive any charges incurred after his death since the phone was destroyed in the fire and services were not utilized.

We enrolled in a family plan on December 13, 20, expecting to pay $80 a month for my wife and I, seniors, with autopay and paperless discounts. However, our first bill of $[redacted] in February was unexpected. The AT&T representative mistakenly set us up as two separate individuals at $80 each instead of the family plan, and charged $[redacted] for new phones instead of the promised $1 a month for 24 months. We've spent time on calls and visited the local AT&T store in Port Charlotte, FL, without a resolution. While an agent waived activation fees, we're concerned about waiting multiple billing cycles for corrections to be made. We're considering returning the phones if this isn't resolved before our next autopayment on February 3. We're willing to pay the adjusted amount once the discounts are applied but feel it's unfair to be charged extra due to AT&T's mistake. Your prompt attention to this matter is appreciated.

On Thursday, 01/27/[redacted], around 5:15AM, a tree severed a PG&E power line, causing a fire on the lower communication lines. Power was restored 12 hours later, but my AT&T DSL and landline have been out since. I've been trying to reach AT&T and Spectrum for assistance, but without a working phone, it's been challenging. Every effort to contact Spectrum led me to the same phone number on their bills. Unable to call without a working phone, I attempted different routes through Spectrum customer service to no avail. I visited the AT&T store, left a note at a nearby sub-station, but have had no luck resolving the issue.

I have been trying to resolve a billing issue with AT&T, but my attempts have been unsuccessful. After multiple contacts, on January 20th around 9:55am, I made a final call regarding an upgrade fee that I was wrongly charged despite being told it would be waived. The customer service representative, Heyward, insisted that the fee is standard and no promotions were available, contradicting what I was promised. Feeling misled, I questioned the integrity of AT&T employees and requested to speak with a supervisor. Despite being put on hold several times, I received no assistance and was eventually told a supervisor would call back. When "Sam" reached out claiming to be a supervisor, the conversation led nowhere, and I was transferred around only to end up disconnected after 19 minutes. This experience has left me feeling deceived and undervalued as a customer. The lack of accountability and poor service standards have driven me to consider taking my business elsewhere. It's disheartening to see the decline in customer care from a company I once viewed positively.

I have attempted to address an issue with my AT&T bill multiple times without success. Today, at 9:55am, I called customer service regarding an upgrade fee that was charged despite being told it was waived upon purchase. The representative, Heyward, insisted the fee had to be charged, contradicting what the sales agent had promised. After requesting to speak to a supervisor, I was put on hold several times. Eventually, I was told that a supervisor named Sam would call me back. During this process, I experienced multiple inconsistencies and felt misled. Unfortunately, when Sam finally contacted me, the call got disconnected after 19 minutes on hold. The lack of accountability and customer care at AT&T is concerning. I hope this issue can be resolved promptly and appropriately.

I recently visited an AT&T store to get a phone with a bundled service deal. Upon providing my license and credit card for verification, they charged my card $[redacted].50, claiming it's standard procedure for new customers. After realizing that the TV service was separate, they charged an additional $93.00. Despite my attempt to return the phone to the store, they refused and wanted me to wait for hours, so I contacted customer service for a return label on December 31st. I returned the phone on January 4, [redacted]. Although Capital One initially credited my account, they reversed the credit after AT&T claimed the $[redacted].50 as a termination fee. I'm requesting AT&T to refund $[redacted].23 and keep $33.27. AT&T promptly refunded the TV charges upon my request, with no mention of termination fees. I haven't saved any money due to the unbundled services.

I visited an AT&T store to get a phone and was surprised by additional charges totaling $[redacted].50. Later, I found out that the TV service is separate, incurring an extra $93.00 charge. Despite trying to return the phone, the store was unhelpful. Eventually, I returned it by mail after contacting customer service for a return label, sent it on January 4, [redacted]. Although Capital One initially refunded me, they later re-charged after AT&T claimed $[redacted].50 was a termination fee, only crediting $33.27. I am requesting AT&T to refund $[redacted].23 or the full $[redacted].50, allowing them to keep the $33.27. The inability to bundle services means I'm not saving any money, highlighting the issue with separate charges. AT&T refunded all debited amounts related to TV service without mentioning termination fees when requested.

We attempted to switch our phone plans from Verizon to AT&T at the Target store in Deptford, NJ. Despite getting the phones from Target, we faced challenges getting them activated. The AT&T store couldn't assist since we didn't buy directly from them. Despite multiple visits to Target, we only managed to switch one phone number but had issues with internet and texts. Transferring data was also problematic. The other phone couldn't connect at all. After a week of no service, we decided to cancel and returned the phones. Surprisingly, we received an $80 bill despite not using the service at all and requested a refund for the sales tax and restocking fee. We are frustrated and dissatisfied with the entire experience, especially because no one has provided a satisfactory solution despite our repeated calls.

I recently experienced issues logging into my email account, [redacted] Despite entering the correct information, I was unable to access it due to an incorrect password prompt leading to a request for a password change, which I cannot fulfill as I don't remember the security question answers set up over 13 years ago. After multiple conversations with support personnel, I was informed I cannot receive a temporary password without providing the security question answers, creating a frustrating situation. I am not concerned about recent emails but urgently seek access to my folders containing crucial information such as program details, contacts with addresses, phone numbers of friends, and birthdays. Additionally, I need my children's contact information stored in the account to reach them. While I created a new email account, [redacted], I cannot populate it with the lost data from my original account, leading me to seek assistance in recovering my [redacted] account. For replies, please use my hotmail account as I am unsure about the reliability of the new one. I kindly request unlocking my [redacted] account and providing a temporary login password to regain access to my essential data. Thank you, James Evans

Subject: Billing Concerns and Account Discrepancy To Whom It May Concern, I am writing in regards to account number [redacted]67 and wireless phone number [redacted] with AT&T. Despite switching my wireless services to Verizon in October [redacted] after 20 years with AT&T, I continue to receive erroneous bills from your company in February [redacted]. My recent interactions with your customer service representatives have been frustrating and unproductive. Upon calling the provided numbers, I was redirected multiple times between departments with conflicting information regarding my accounts. The lack of clarity, combined with the discrepancy in account numbers, has led to a significant waste of my time and effort in resolving this matter. I request a written statement confirming that I do not owe any outstanding payments to AT&T. Furthermore, I am considering escalating this issue to higher authorities if a satisfactory resolution is not provided promptly. Thank you for your attention to this matter. Sincerely, Terry A. [redacted] [redacted]

I own an iPhone XR and I am looking to upgrade, but I constantly face issues with AT&T who claims I am not eligible due to multiple account suspensions for non-payment. I participate in the AT&T "Next Up" Program where an extra $5 is paid monthly for the ability to upgrade the device after paying off 50% on a 30-month installment plan. Conflicting information has been given regarding the eligibility date for upgrade, initially on February 13th, [redacted], then later changed to August 25th, [redacted] by different representatives. Moreover, the number of allowed account suspensions is unclear. While representatives offered to override the eligibility restriction, I am frustrated and simply want to upgrade my device promptly.

In March [redacted], I switched to AT&T for mobile services. A sales representative visited my house, and we agreed on a deal. I gave him $[redacted] to start the process, and we obtained 7 lines. However, there have been issues with the service being cut off multiple times due to mistakes made by AT&T. Additionally, the bill exceeded $[redacted] each month despite being promised it would be approximately $[redacted]. I was informed that I would receive reward cards for each line, totaling $[redacted], but I have not received any cards. I have been trying to reach Mr. Barbosa without success, as he either ignores me or promises to contact his supervisor. After months of unresolved issues with the bill not matching the agreed amount, I requested to apply the $[redacted] reward to my monthly bill until it is used up. Perhaps you could reach out to Mr. Barbosa for better assistance.