AT&T Customer Service Issues

Archive 81

The following are issues that customers reported to GetHuman about AT&T customer service, archive #81. It includes a selection of 20 issue(s) reported November 10, 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 am extremely disappointed after being a customer of your company for over 30 years. Today, I noticed some discrepancies in my bill after paying, using my son's phone at [redacted]. There was an unexpected charge of $6.01 for Protect Advantage Support Service since September [redacted], which I did not authorize. Although Sam ID-[redacted] promised to credit my account $81.13 and correct the $8.99 insurance to premium while removing the $6.01 charge, her supervisor Andrea ID-[redacted] was uncooperative and rude during the 3-hour call. When I contacted the corporate office, Jan transferred me to George ID-Gi4044, who advised expediting the refund but was unable to make further changes. Subsequently, Ban ID-vn846a mentioned that the $8.99 insurance had expired due to a mistake during processing and could not remove the $6.01 charge. I am dissatisfied with the service and lack of resolution after investing so much time. If the issue is not resolved, I will take my concerns to WFTV news. Please contact me at [redacted] or email me at [redacted] I no longer have trust in your company, and something needs to be done promptly. Best regards, K. Montgomery
Reported by GetHuman-montgo on Tuesday, November 10, 2020 5:13 AM
There is a company in my neighborhood installing fiber optic cable for AT&T. Balsas Directional Drilling LLC accidentally drilled through my sewer line while working in my backyard, causing sewage backup in my house. After hiring Pioneer Plumbing to fix the issue, they found cables from the drilling company in the sewer line. I now have a $[redacted].36 invoice for the repairs. I have contacted Balsas Drilling and am awaiting a resolution. I want AT&T to be aware of the situation and have photos to share. My address is [redacted] Ryewater Drive, Houston, TX [redacted]. Thank you, K. Woolford
Reported by GetHuman-kenwoolf on Wednesday, November 11, 2020 3:48 PM
I am currently recovering from colon surgery, undergoing chemo, and am 83 years old. I was disturbed by a Spectrum sales representative who convinced me to transfer my 50+ year old landline number, [redacted], to Spectrum without realizing the implications. Since we do not own Smart Phones, I wish to retain my contract with ATT and would like ATT to disregard any requests from Spectrum for alterations. I seek confirmation from ATT that my landline number, [redacted], will remain unchanged. Additionally, I have left a message for the Spectrum representative requesting the cancellation of the transfer. After spending over 3 hours being transferred between individuals who could not assist, only to be placed on hold repeatedly, I am hopeful for a resolution.
Reported by GetHuman-johnlsta on Thursday, November 12, 2020 4:40 PM
My phone has been fraudulently accessed by my soon-to-be ex-husband. His name should never have been on the account. I've been trying to have him removed since August [redacted]. After spending 8 hours on the phone and in a store, I finally reached the fraud department only to be disconnected after being told all my passwords and emails were unknown. They abruptly ended the call without fixing the issue. I am unable to pay my bill or access my account online. Despite a restraining order against him, Albert H. is still able to access and alter my phone billing online. I have been trying to resolve this for 15 months without success. The company does not notify me when changes are made without my consent. I am the sole person who should have access to this account.
Reported by GetHuman5458791 on Friday, November 13, 2020 4:01 AM
Currently residing in Guatemala, I have a basic monthly plan with At&t that does not serve me well here. I need the 30-day International At&t Passport plan for my stay. I recently changed my password, but I can't receive verification texts because my current plan does not allow it. To sign up for the International At&t Passport plan online, I need to receive texts for verification, creating a frustrating loop. I attempted to reach out to International Customer Service to no avail. I need help signing up for the 30-day plan and restoring text message capabilities. Thank you. My phone number is [redacted].
Reported by GetHuman5465867 on Monday, November 16, 2020 3:02 AM
I am disputing the debt associated with AT&T account number [redacted]47. The internet service was intended for my vacation home at [redacted] W Bobkat Dr., Moulton, TX [redacted], but due to the ongoing pandemic, we were unable to verify the installation as we stayed in Houston for an extended period. Although we never received a bill at our Houston address, [redacted] Woodhue Dr., Spring, TX [redacted], it appears that bills were sent to the vacation home. Upon discovering this through a collection call from AT&T, I promptly returned the equipment with a receipt from UPS (Reference #: B4760P[redacted][redacted] Receipt ID). Currently, AT&T has their equipment back, and we did not utilize the service. We have other services with AT&T at our residence and are willing to cancel them if necessary. As a long-standing loyal customer, we are disappointed with the situation and appreciate your attention to this matter. Sincerely, William "Todd" S. [redacted]
Reported by GetHuman-toddself on Thursday, November 19, 2020 9:07 PM
After switching from Sprint, I recently encountered a frustrating situation with ATT's customer service. Despite spending an hour on the phone trying to resolve an issue with no success, I remain disappointed. The problem arose when I did not receive shipping packages for two device trade-ins nearly two weeks after applying for them. Despite calling for assistance twice in the past two weeks, I was repeatedly informed by the automated system that the materials were on their way. However, due to the 30-day deadline for the device trade-in, which is now surpassed, I am concerned. Additionally, efforts to access a printable shipping label were unsuccessful on multiple devices. Although customer service acknowledged the 30-day time frame cannot be extended, they were unhelpful in ensuring the promotion would be honored. After expressing my worries, the agent offered to send shipping labels via email, but unfortunately, the call got disconnected during this process. All I seek is a functional shipping label and reassurance that both the items will be received and the promotion honored, as it is still advertised by ATT.
Reported by GetHuman5488593 on Monday, November 23, 2020 11:53 PM
I recently visited Walmart to apply for a new iPhone 12 Pro Max. After getting approved, I agreed to pay a $[redacted] deposit and activation fee. During the purchase process, AT&T froze my account, and I had to verify my identity at another store nearby. Despite doing so, AT&T still indicated a problem when I tried to pay for the phone. This experience was frustrating and time-consuming, as I spent over 2 hours trying to make the purchase. The situation caused me extreme stress, leading to an anxiety attack. I plan to contact legal assistance regarding the multiple credit inquiries made without successful completion of the transaction.
Reported by GetHuman5489005 on Tuesday, November 24, 2020 4:08 AM
I received a bill from AT&T for $[redacted].56 for an account supposedly for wireless service. I initially contacted them on Nov 11, [redacted], to sign up for satellite TV and internet, not for wireless phone service. They sent a black box for internet hookup, but the installer could not proceed due to issues with crossing a gas line. Despite being told to contact [redacted] to locate utilities, they refused to send a technician without a request from the contractor. As a result, the service remains uninstalled, and I am unexpectedly billed for a service I did not request. I want AT&T to cancel any services related to this issue, retract the bill, and ensure I am not billed again in the future.
Reported by GetHuman-hiddensp on Wednesday, November 25, 2020 11:48 AM
Two weeks ago, I started receiving numerous calls and messages that appear to be mass broadcasts. Some of the messages are offensive, using language I find unacceptable. In the time it took to write this, I received two more calls. I estimate that I have received over [redacted] of these calls. Despite my attempts to ignore them, the frequency is overwhelming. I have reached out to AT&T for assistance, but so far, I have not received any help. I am frustrated and tired of these calls. If AT&T cannot resolve this issue promptly, I am considering switching to another provider who values customer support. I currently use AT&T for my phone and internet services, but I am prepared to switch if necessary, even if it means changing the phone number I have had for 29 years, as my experience with AT&T has not been satisfactory.
Reported by GetHuman5493754 on Wednesday, November 25, 2020 5:36 PM
I recently bought an iPhone 12 Pro from an AT&T store last week, but I found a better deal on an iPhone 12 Pro Max. I'm looking to return the iPhone 12 Pro and hopefully have the $55 restocking fee waived since it's within the 14-day return window. The main concern is that when I purchased the phone, I traded in an iPhone 8 Plus to receive a $[redacted] statement credit. I want to take advantage of a Black Friday deal at Walmart without losing the credit. I'm unsure if the AT&T store still has my iPhone 8 Plus, but I hope they can transfer the credit to my new purchase at Walmart for the iPhone 12 Pro Max. Any assistance with this matter would be greatly appreciated. Thank you, Seann M.
Reported by GetHuman5494552 on Wednesday, November 25, 2020 9:37 PM
Dear AT&T team, I have been dealing with an ongoing issue since July 1, [redacted], regarding a missing tracking number for a phone I returned. This situation has led to me being charged incorrectly on my bill. I have been a loyal customer for many years and am disappointed with the lack of resolution thus far. The problem began when I upgraded my phone in late June [redacted], wanting to keep my existing plan. However, the representative made changes to my account without informing me, resulting in additional charges. I returned the phone as instructed, but the billing issues persist. Despite numerous promises of a credit and resolution from management, nothing has been resolved. I am still paying for a phone I no longer have, along with unnecessary insurance and charges for an extra phone line. I have not received the supervisor callback I was promised. I kindly request for these excess charges to be rectified promptly so I can proceed with upgrading phones for my family. Please contact me at [redacted] to discuss further. I hope to continue my relationship with AT&T in the future. Thank you, Janet H.
Reported by GetHuman5496149 on Thursday, November 26, 2020 3:41 PM
I am currently in upstate New York dealing with a family emergency, so I am unable to pay my phone bill due in a day or two. I will be back on Monday night or Tuesday morning. I have been a loyal customer for 10 years with the phone number [redacted]. Although I recently changed phones, my commitment to your services remains. I kindly request a short extension until Monday night or Tuesday morning to make the payment with my new card. I do not have access to my car or old card while away. Your assistance in this matter would be greatly appreciated. Thank you for your understanding. My name is Michael C.
Reported by GetHuman5496307 on Thursday, November 26, 2020 5:06 PM
Hello, my name is John D. I am a retiree from AT&T. I have experienced issues three times where my plan was changed, resulting in losing my grandfathered plan. Furthermore, AT&T has misquoted my bill twice. As a retiree, I understand the importance of accurate pricing for consumers to make informed decisions. Despite providing specific details such as dates and employee codes, the customer service representatives have been unable to resolve the situation. I am disappointed with this recurring problem and seek to escalate this issue to someone in corporate to prevent similar incidents in the future. Please contact me at [redacted] or via email at [redacted] Thank you, John D.
Reported by GetHuman-jdocimo on Friday, November 27, 2020 2:58 PM
I dedicated a considerable amount of time online negotiating the new plan and upgrade for three Apple iPhones. A week later, when I visited the store to trade in our old phones, they informed me that one of the phones did not meet the qualifications for the trade-in deal. During the online transaction, all details were accessible to them as they had full access to my account, so they should have known what I was trading in. Despite having a transcript of the conversation that proves the iPhone 6 was not specified as ineligible, the store refused to honor the $[redacted] trade-in value. After spending an additional 2.5 hours speaking to someone at the store and then online, my efforts were unsuccessful, and they abruptly ended the chat session. I feel deceived and unsure of how to resolve this issue, as it appears that AT&T does not value a 30-year customer like me.
Reported by GetHuman-pvb_ on Tuesday, December 1, 2020 1:33 PM
I am having trouble accessing my email account. I am unable to log in as my login credentials are not being recognized, and my account has been locked out. Despite being informed by ATT that I terminated the account, this is not the case. I have dedicated over 8 hours to multiple frustrating phone conversations, including disconnects and hang-ups, trying to rectify this situation with no success. It is critical for me to regain access to this account promptly as it contains important and sensitive emails.
Reported by GetHuman5512024 on Wednesday, December 2, 2020 2:13 AM
I reside at [redacted] Galt Ocean Drive in Fort Lauderdale, Florida, and our uVerse services have been disconnected. We are currently experiencing no internet or landline services. Despite my efforts in reaching out to customer service through various channels and having technicians visit the building, no ticket has been opened, and no reported outage exists. According to the information provided, the issue stems from a worker damaging a cable on the street. This problem has persisted since last week, and it was initially scheduled to be resolved on the 29th. The situation is especially concerning as some residents lack alternative means of connection. Your prompt attention to this matter would be greatly appreciated.
Reported by GetHuman-blueharm on Wednesday, December 2, 2020 9:32 PM
I would like to cancel order number 23-[redacted][redacted]. I have been on hold with AT&T customer service for over an hour and was disconnected after a 45-minute wait on the chat line. I am currently holding on the line with Enjoy.com staff to address this issue. Could I please receive a cancellation email as confirmation of my request? Thank you, J. McGowan
Reported by GetHuman-jnhmcgow on Thursday, December 3, 2020 1:25 AM
I have been a customer of this company since around [redacted]. Yesterday, I contacted them to cancel my contract and switch to a prepaid plan to save some money. I was instructed to visit a local store to make this change. After an hour and twenty-three minutes on hold, I finally managed to cancel my contract. Subsequently, I purchased a $60 plan in-store at 6pm and shared my new number with family. However, I soon discovered a better deal and decided to switch again. Unfortunately, my previous payment was not taken into consideration, so I contacted customer service for assistance. The first representative couldn't locate any record of my payment, while the last person I spoke to was exceptionally impolite. Despite my loyalty to AT&T for almost 12 years, the disrespectful attitude of the customer service representative has made me reconsider my choice to stay with this company. Having worked in the Marketing department of a local Casino Resort for a decade, I highly value customer service and, unfortunately, my recent experience with AT&T has left me disappointed.
Reported by GetHuman-elaciaw on Thursday, December 3, 2020 10:52 PM
I dedicated extensive time online to negotiate a new plan and upgrade for 3 Apple iPhones. After receiving the new phones, I visited the store to trade in my old phones, only to be informed that one of them did not qualify for the trade-in offer. Despite providing full details during the online transaction and having a transcript that does not mention the specific model requirement, I was unable to resolve the issue after spending hours in-store and online. Feeling frustrated and misled, I am unsure how to address this situation with AT&T, as a loyal customer of 30 years.
Reported by GetHuman-pvb_ on Friday, December 4, 2020 8:10 PM

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