AT&T Customer Service Issues

I want to share an issue I had with Apex, affecting the reputation of a store in Sallisaw, Oklahoma. Last July, I had an incident with a wobbly stool at the store, fell, and had to go to the ER for X-rays. I made a comment about it when only Dylin and another worker were there, and no customers heard. However, Dob called Apex's boss, and I got banned from the store. Having terminal cancer makes it hard for me to travel over 30 miles to the nearest AT&T store in Fort Smith, AR. If this matter isn't resolved, I may have to switch to Verizon and speak negatively about the Sallisaw AT&T store.

My cell signal is weak at some RV camp locations, making it hard to use my Samsung smart features via my iPhone 7 hotspot. Even with 2 bars, my Samsung TV can't connect to streaming apps like Samsung TV Plus, Netflix, or Amazon Prime, showing a network error. Would a signal booster from AT&T help improve this situation? Any suggestions?

I recently upgraded to an iPhone 12 from an iPhone 8 with 256GB on November 6th at the AT&T store located at [redacted] FM [redacted], Suite #[redacted], with Sales Rep TatiYana Williams. Mr. Williams successfully transferred all data to the new phone and provided a return box for the old device. Despite returning the old phone without a tracking number, I haven't received confirmation of the trade-in credit. I've been in touch with the store manager, Jesse Mendez, who has been communicating with Edgar Diaz, the area manager, about the issue. However, the problem remains unresolved. The trade-in department informed me that the store didn't complete the trade-in process, leading to the credit delay. Following their advice, I filled out the online trade-in form and created a label, hoping to escalate the matter for the credit to be applied to my account. Despite these efforts, the situation persists, prompting me to consider legal action if not promptly addressed by AT&T. I seek a resolution by crediting my account the $[redacted] trade-in value without further delay.

I have nine devices on our plan. We upgraded from an iPhone 11 to the iPhone 12 in October [redacted]. Usually, AT&T sends return boxes and labels for the upgrade, but the process had changed. After returning the phone using the label provided by AT&T, they confirmed receiving it on November 9, [redacted]. Despite multiple calls to AT&T since late January and as recent as four times today on February 12, [redacted], the $[redacted].80 charge remains on my bill as the phone was directed to the wrong warehouse. I've been an AT&T customer since [redacted] and am only asking for the charge to be removed as AT&T has the phone in their possession. My patience is wearing thin, and I may switch carriers if this is not resolved. Thank you, Mr. J.L. Bryan ([redacted]).

My service was interrupted, and I cannot receive or make telephone calls. I contacted the [redacted] number, and a gentleman processed my payment due on March 1, [redacted]. I received a confirmation by email, but I still don't have service. When I try to contact AT&T online, a verification code is sent to my phone, which I can't receive without service. I need help to get my service restored to all lines as soon as possible. This interruption has caused me a lot of trouble while I am traveling, and I urgently need my service back to get my work done. Thank you.

Upon returning to Vietnam in June [redacted], I disabled my AT&T service for $10 per month. I also had a 36-month installment plan for an iPhone at $30 per month, resulting in a $46 monthly bill. Due to financial difficulties, I applied for a $10,[redacted] loan, but encountered challenges due to having a Vietnamese telephone number. Loan companies considered it a foreign application, requiring a $1,[redacted] U.S. tax fee upfront. I contacted AT&T to reactivate my phone for local calls to be forwarded to Vietnam. They suggested a $24 monthly data plan. However, being abroad, I can't access my AT&T account to review my bills. While the bills for June and July seemed reasonable after reactivation, the August bill spiked to $[redacted].11, and September's was $1,[redacted].51. I disputed the charges, attributing them to exceeding the data limit. I requested AT&T to investigate and reduce the fees to around $[redacted], but received no response. I seek to resolve the excessive charges to resume payments promptly.

I switched carriers to take advantage of a promotion to keep my number, but I've encountered multiple issues. I signed up for a deal for a $1/month iPhone 11 for 24 months with a Visa gift card, but I never received the gift card and my new phone has defects. I've had trouble with my phone service being disconnected even though I need it to care for my mother. Despite multiple store visits and calls to AT&T, my phone still isn't working properly, and they mistakenly set up a business account instead of adding me to my husband's. The monthly bill is now much higher than expected with additional phone numbers and charges. Attempts to fix the phone at Apple or Geek Squad failed, and I'm frustrated with the whole situation. I just want a resolution without more empty promises and delays. Thank you for any assistance you can provide.

Ever since we switched from Verizon, we have encountered numerous issues with our family and business accounts at AT&T. Despite contacting them monthly since November, the billing problems persist. Each time I call, I spend about two hours speaking with a representative who struggles to communicate clearly in English. They apply a credit, assure me the issue is fixed, but the next month the problem reoccurs. The billing problem on the business account remains unresolved since its inception. If this continues, we will have no choice but to cancel not only the business account but all seven lines on our family plan as well. I have never felt more disappointed in trying a new provider than I do now with AT&T. Their customer service is subpar, and it is frustrating to deal with inadequately trained support staff over the phone. All we ask is for the billing to be corrected promptly, similar to how I handle issues for my customers, without the prolonged delay of six months.

I live in a rural area of Maine with only an AT&T cell tower nearby, but the service remains spotty. We switched back to AT&T last fall at the Ellsworth, Maine store, the day before the iPhone 2 release. Unfortunately, we encountered issues with both Jennifer Worcester and a manager named Mark providing misleading information. We switched from T-Mobile due to a $[redacted] AARP promotion that Jenn claimed would reflect on our bill after 2 months, but no credit has appeared. Additionally, we were denied receipts after spending hours in the store transferring data. Mark initially denied the promotion's existence, creating further confusion. I am now reaching out to AARP to address this situation. I have experienced delays and misinformation, spending significant time on hold with customer service. I urgently request the $[redacted] credit without further delays. The issues at the Ellsworth store need immediate attention. I await your prompt response. Thank you, Stephani S.

Subject: Customer Complaint at AT&T Store on Western Avenue To Whom It May Concern, I visited the AT&T store on Western Avenue to upgrade my phone, holding a tablet, a phone, and internet services. Alex provided excellent assistance in selecting a phone, but due to a network issue, my ID couldn't be uploaded, halting the transaction before closing time on Sunday evening. Given my long-standing patronage and the inconvenience caused, I expect appropriate compensation for the failed transaction. Despite understanding technical challenges, the store's policy of not offering compensation for time wasted or services not rendered was disappointing. While Alex and the manager were professional, the lack of customer compensation is disheartening. I've been unable to locate a channel to address this complaint directly with AT&T, hence sharing my experience with my social network. It's crucial to note that my frustration is not directed at the staff, but I anticipate a discount or alternative compensation for this inconvenience. Sincerely, Darryl V. Smith

March 2, [redacted] S. D. Caro Customer Since [redacted] P.O. Box 14 Lancaster, Texas [redacted] [redacted] [redacted] AT&T Corporate Office Attn: Office of the CEO [redacted] S. Akard Street Dallas, Texas [redacted] Dear Sir, I am writing to bring to your attention a persistent issue regarding my U-Verse services billing. Despite efforts to address the problem over the past year, the charges have continued to rise without any changes in the services. When seeking assistance from management, the response received from a representative named "Larry" was dismissive and unhelpful. As a long-standing customer, I hope for a resolution that will keep my monthly costs for television and internet services below $[redacted]. If AT&T is unable to meet this request, kindly inform me so I can explore other service providers. Your prompt attention to this matter is appreciated. Sincerely, S. D. Caro

I am experiencing significant difficulties getting internet service installed at my residence in Hewitt, Texas [redacted]. The technicians have been unable to complete the installation due to issues with the access boxes installed by the engineers. Despite multiple visits from technicians who have explained the problem in detail, five canceled installation dates, and promises of compensation for the inconvenience, I am now being told that there is no timeline for when the engineers will address the issue. Customer Service has even suggested I seek services elsewhere. I would appreciate the compensation promised. I am disappointed by this situation and hope for a prompt and professional resolution. Thank you for your attention to this matter.

I am an at&t customer seeking guidance regarding my sbcglobal.net email account. I am encountering issues with Microsoft Outlook [redacted] SP3 on Windows XP Home SP3. Despite setting up my secure mail key, I am unable to receive emails on Outlook. I am consistently receiving the error message "Sending & Receiving reported error 0x800CCC0F: The connection to the server was interrupted." Additionally, when I run a test on my account settings, I receive "Find incoming mail server (POP3): Unable to connect to the incoming mail server (POP3)." Despite verifying all settings, attempting various solutions like disabling antivirus/firewall, clearing cookies, and repairing the .pst file, I have not found a resolution. Any assistance would be greatly appreciated as I am unsure of what steps to take next. Thank you for your help.

My email is [redacted], which you may need to access my account. I have been facing ongoing problems with my AT&T wireless plan. It all began when my husband changed our plan to unlimited, assured it would be cheaper, but our bill doubled to almost $[redacted]. When I tried to revert to the old plan, I was notified it was no longer available. Recently, I was promised an extra 50GB hotspot for $10, but despite speaking to multiple representatives, it was never activated. After being told conflicting information, a representative claimed such a service doesn't exist. I made a payment that was later reversed, leaving us with an overdue balance of over $[redacted]. Due to financial constraints, our phones are now disconnected. The inaccurate information and lack of resolution have led me to consider switching carriers. I request a response addressing these issues and a resolution.

I found your website and believe this forum can help me. I want to contact AT&T about upgrading my AT&T Uverse Internet/phone plan from "Internet Basic 6" to a faster option. Currently, my bandwidth is too slow for multiple devices. Even though AT&T suggests it can support up to three devices, mine freeze when one device is streaming. I have been told my area maxes out at 6 megabit/s, but I've heard of others in similar areas with 12 megabit/s without fiber connections. I would like to discuss this with someone knowledgeable at AT&T who can provide faster speeds, possibly up to [redacted] megabit/s download and 10 megabit/s upload. I value my relationship with AT&T over the past 20 years and want to explore all options before considering switching to cable internet. Thank you. C. S.

After two previous phone calls to gather information, I placed an order to exchange my iPhone 8 for a 12 Mini. During the process, I was informed that there would be no activation fee due to my loyal customer status, an upgrade of the plan was necessary, it would be a direct exchange of phones, and the contract would be for 36 months. I promptly received the new phone but did not receive instructions on returning the iPhone 8. Upon contacting customer service again, I was informed that my phone did not qualify for the agreed-upon plan, resulting in the cancellation of the entire transaction. I requested no changes to my existing plan. Despite returning the iPhone 12 immediately, I received a bill double the expected amount. After lengthy calls on March 5, I was instructed to pay the erroneous bill, with assurance of a credit on the next bill. I am concerned about the actual credit and the time it may take to resolve this issue. I am disappointed in how this was handled and the misrepresentation of the deal. I had considered switching companies but remained with ATT due to our long-standing relationship, a decision I now regret. I request a refund of the overpaid amount promptly, as I cannot afford to pay for services not received.

I subscribed to AT&T on December 11, [redacted], based on the promotions they had advertised. One particular offer was for a bill credit of up to $[redacted] for the Samsung Note 10+ when trading in my Note 8, which AT&T confirmed and provided a receipt for. The promotion was supposed to reflect on my bill after 2 months, but as of February 23, [redacted], over a year later, AT&T has yet to honor the agreement. Despite being a courteous customer, I have made multiple attempts to resolve this issue with customer service, spending countless hours on it. The current case, CASE ID CM[redacted]1_[redacted]49, has had its resolution date continuously postponed. AT&T explained that it was an internal error on their part, but the situation has caused me stress, anxiety, and depression. I have paid out of pocket and dedicated numerous hours trying to resolve the matter professionally, but the lack of progress has taken a toll on my well-being. I request a separation from AT&T without financial consequences, as it would significantly alleviate the strain on my mental health.

I prefer receiving paper bills as I noticed that my charges vary each month and are debited on different days by AT&T. Their inconsistent billing has led to me incurring overdraft fees of $90 due to multiple deductions on various dates (the 4th, 8th, and 12th). Despite contacting AT&T four times, each representative provided conflicting information. I find it difficult to trust AT&T to deduct $[redacted] monthly as agreed, especially since they have not adhered to the schedule outlined by their representatives. Furthermore, they have claimed I have unpaid amounts despite managing my payments through auto pay from my bank account. Therefore, I request to switch to paper billing to regain control over my payments.

I am frustrated with the lack of follow-through on returning DirecTV equipment. Despite several promises from your agents about sending an empty container with a return shipping label to my address at 27 Valley View Drive, Eureka Springs, Arkansas [redacted], so I can meet the 21-day deadline, I have not received it. I have been requesting assistance since 2/20/[redacted]. Living in a town without UPS or FedEx stores makes it challenging for me to return the items without the provided materials. If you no longer require the equipment, please inform me, as I am willing to dispose of it. Additionally, I have had issues with AT&T billing errors and unsatisfactory service. I am considering canceling my internet and home phone services due to these ongoing problems. Thank you, Eugene D. Pike Acct:# [redacted]66.

After several frustrating experiences with AT&T agents, I am requesting the immediate termination of all my services, including home phone [redacted] and Trac phone [redacted]. I have been repeatedly disrespected and dismissed, and I will no longer tolerate this treatment. I have been trying to return my DirecTV equipment since 2/20/[redacted] and requested a shipping label and an empty container, which I should have received within 3 to 5 business days. Please refrain from sending any codes to my phone due to the current weather conditions. I am Eugene D. Pike residing at 27 Valley View Drive, Eureka Springs, Arkansas [redacted]. I am disassociating myself from AT&T and do not wish to have any home phone, internet, or TV services from your company in the future. Thank you.