AT&T Customer Service Issues

Archive 87

The following are issues that customers reported to GetHuman about AT&T customer service, archive #87. It includes a selection of 20 issue(s) reported March 15, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I bought two phones that cost $[redacted] each, but they stopped working properly after only 3 to 4 months. They would only work on WiFi, so I was essentially paying for service on phones that didn't function correctly. After many attempts to fix the issue, including replacing the SIM card multiple times and going to Apple for help, I ended up having to use Asurion and pay a $[redacted] deductible for each phone. The loyalty department promised me a refund for the deductibles, but when I called back as instructed, I was told that wouldn't be the case. I'm disappointed by the lack of customer care and believe I should have received replacement phones for free initially. It's frustrating that I had to go through all this trouble.
Reported by GetHuman5846634 on Monday, March 15, 2021 7:10 PM
In December [redacted], an in-store AT&T representative convinced us to switch to First Responder discounts and took a picture of my husband's ID. In November [redacted], I noticed we weren't receiving the discount. I called AT&T, and a customer service agent issued a $[redacted] credit and initiated a claim for the remaining $[redacted] owed. I was asked to submit the ID again, which I did. The agent mentioned it could take 1-2 billing cycles for the credit to appear. After 4 billing cycles and multiple calls totaling 12 hours, I still haven't received the credit. Despite submitting the ID three times, the credit hasn't been applied. AT&T has disconnected my calls and accused me of lying. I'm frustrated and unsure of what to do next.
Reported by GetHuman5847817 on Monday, March 15, 2021 10:25 PM
I have a Gateway Modem that is 10 years old and lacks the ability to set up a guest password, causing me to give out my password compromising my privacy. After contacting customer service and tech support on 3/14/[redacted], they agreed that I need a new modem as the current one is outdated. They mentioned that the company requires me to pay a monthly fee to rent the modem. I find it difficult to understand why AT&T cannot replace the old modem with a new one at no cost to customers, especially when it involves privacy concerns. I respect your company's policy and would appreciate if you could assist me in upgrading to a new modem. Thank you in advance for your help. Regards, K. Rajanna
Reported by GetHuman-krajmem on Tuesday, March 16, 2021 12:58 AM
Someone in a different city made unauthorized purchases and changes to my AT&T account at a Best Buy store. I spent 2.5 hours on the phone with AT&T last night, but the issue remains unresolved. I have an email confirmation from Best Buy with a signature confirming the transaction wasn't made by me. I need the unauthorized service to be stopped immediately.
Reported by GetHuman5854412 on Wednesday, March 17, 2021 1:20 PM
I am disappointed by the installation done by an AT&T field technician on March 15, [redacted]. During an $[redacted] paving job, the technician removed pavers without permission to lay a cable, causing damage to my property. Currently, there is an exposed cable in my lawn and yard, posing a safety risk. Despite trying to contact a field supervisor, it has been challenging due to calls being sent abroad. My lawn maintenance is scheduled for tomorrow, and I expect the cable to be removed by then.
Reported by GetHuman-freddyin on Wednesday, March 17, 2021 6:41 PM
I'm frustrated with AT&T Service. I upgraded my iPhone on January 9th at the AT&T store in Shorthills Mall, NJ. The employee offered me a free trial of AT&T TV for 2 weeks and instructed me to return it within 14 days. I returned it on January 16th. However, on January 24th, AT&T TV charged me $[redacted] erroneously. After a 4-5 hour phone call, they acknowledged the error and issued a refund. I spoke with a Supervisor who apologized and assured me it wouldn't happen again. To my dismay, I was charged $[redacted] again on February 24th. Despite contacting customer service multiple times, I haven't been able to resolve the issue as there seems to be no direct line to address payment and billing mistakes promptly. I've spent hours on the phone recounting the same story to representatives who express their apologies but are unable to help. It's frustrating to be charged for services I no longer have.
Reported by GetHuman5859411 on Thursday, March 18, 2021 1:54 PM
Subject: Concerns Regarding AT&T Service Change I am writing to address my recent experience transitioning from AT&T to a new service provider after being a loyal customer for over a decade. Despite multiple attempts to reach an agreement on pricing with the Retention Department, I made the tough decision to cancel my AT&T Bundle effective February 26th. Since then, there have been several unresolved issues that I hope AT&T can assist with: 1. Despite multiple assurances over the phone, I have yet to receive a confirmation letter for the disconnection and details on equipment return. 2. I received an unexpected bill from DIRECTV for a full month's service, even though I discontinued all services on February 26th. 3. AT&T has blocked the transfer of my old Landline number to my new provider, necessitating reconnection and additional fees. These are just a few of the challenges I've faced during this transition. I appreciate any help AT&T can provide in resolving these matters promptly. Sincerely, Francis R. Account Number: [redacted] Date: March 18, [redacted]
Reported by GetHuman-fruvunas on Thursday, March 18, 2021 5:22 PM
I am considering contacting the consumer protection agency. I initially contacted customer service to add a data plan to my iPad, but the representative from South Africa convinced me to upgrade my phone and promised free watches. Following the 14-day return policy, I contacted customer service within two days to exchange the phone for one with more memory. Another agent offered to send a replacement phone for an additional fee. Unfortunately, I discovered that the Valentine's special promotion was a scam when I received the products. After encountering billing discrepancies and speaking with a helpful American agent, we decided to return the items. An email with a shipping label was sent, but due to weather conditions, the return was delayed. Despite receiving some refunds, there are outstanding charges on my bill for products that were returned. I will consider seeking the recorded call with the agent and escalating the matter to the Consumer Protection Agency and potentially involve the media due to the confusion and overcharging.
Reported by GetHuman5878896 on Tuesday, March 23, 2021 5:12 PM
The Lincoln Project highlighted that AT&T announced a pause on political contributions to supporters of the Capitol insurrection. However, the Lincoln Fund exposed that AT&T quietly resumed donations, notably giving $5,[redacted] to the House Conservatives Fund. Members include Marjorie Taylor Greene, Lauren Boebert, Lance Gooden, Clay Higgins, Matthew Cawthorn, Paul Gosar, Mike Garcia, Burgess Owens, and Robert Aderholt, all of whom challenged the Electoral College vote certification. I want to verify if AT&T, a company tied to my father, has retracted their commitment to refrain from funding political groups associated with the Jan. 6 events. Kindly confirm if the contribution mentioned stands true and if AT&T has altered its stance. Thank you, D. Alison
Reported by GetHuman-dalela on Tuesday, March 23, 2021 7:33 PM
Hello, I am Max Morey, a long-time customer of AT&T. Recently, I discovered that AT&T has been deducting $35 per month from my checking account since [redacted] for a phone number and program I am unfamiliar with and have never used. The charges relate to a prepaid phone number [redacted], which I have never utilized. I did not authorize this service and have no need for it. I am seeking a full refund totaling approximately $[redacted]. My AT&T account number is [redacted]11. I would appreciate clarification on this matter and information on available options if my request is not accepted. Thank you, Max Morey.
Reported by GetHuman-maxmorey on Wednesday, March 24, 2021 11:39 PM
I urgently require assistance as I have traveled to India due to my father's passing. I reached out to customer service for guidance on the international day pass and activated it following the representative's advice, believing I wouldn't incur extra charges due to being a premium member with unlimited data in the US. I usually have no issues with AT&T's service and trust them wholeheartedly, which is why I use auto-pay. To my surprise, my recent bill showed an $[redacted] charge, including an overcharge of $[redacted] for international data used during a 24-hour flight. Despite lengthy conversations with their representatives, the issue remains unresolved. I feel misled and unfairly treated. I seek your assistance in rectifying this matter. I can provide any necessary documentation, like flight details, to support my case. I await your prompt response. Thank you, Dipesh B.
Reported by GetHuman-dipeshbb on Friday, March 26, 2021 4:11 AM
My confirmation number is [redacted]. I am reaching out on behalf of my mother, who has been eagerly waiting for her number to be transferred from Spectrum to AT&T for over a month. She currently has two gateways, one from Spectrum and a new one from AT&T (PACE 5268AC). Despite multiple requests and missed porting dates, the status of the service request remains uncertain. Her AT&T Gateway displays a solid green light next to the Phone 1 port, indicating readiness, but her phone remains connected to the Spectrum device with a dial tone. A previous technician claimed changing the phone line too soon could risk losing the number, causing confusion and reluctance to proceed. We urgently seek clarity on whether her number [redacted] has been successfully ported to AT&T and guidance on safely transitioning the phone line to the new Gateway for testing. Swift resolution is crucial as she relies on this number for vital communications. Please contact us to outline the necessary steps to resolve this matter promptly.
Reported by GetHuman5900721 on Monday, March 29, 2021 6:41 PM
I previously used Lingo as my office phone service until November [redacted]. When an AT&T representative named John Burnett offered a lower monthly bill, I agreed to switch. However, my bills became confusing and significantly higher than expected, reaching $[redacted].18 in December. Despite contacting AT&T multiple times and receiving promises to resolve the issue, I continued to face billing discrepancies. In January [redacted], I received a disconnection notice and ultimately paid $[redacted].18 to avoid service interruption. Additional charges amounting to $1,[redacted].74 appeared on my next bill. Seeking clarification, I visited an AT&T store but was directed to the Retention Department. After conversing with a representative, it was acknowledged that my bill was inaccurate, and a revised monthly cost of $[redacted] was proposed. Despite efforts to return to Lingo, I was informed that changing back would result in losing my long-held phone number. Although I suggested using my overpayment as credit towards future bills, I received a yet unexplained bill of $[redacted].16 in February. I seek assistance from AT&T to rectify this billing confusion promptly.
Reported by GetHuman5901030 on Monday, March 29, 2021 7:28 PM
I recently had an issue with a fraudulent account created by your company, which was canceled within three days. Unfortunately, the local store has not been helpful in resolving the matter and getting my refund. I returned the equipment to the store after the account closure. I have sent a certified letter to your corporate office and am considering legal action with my attorney, including requesting the revocation of your business license unless this issue is resolved promptly. I am eager to know the status of my invoice for the devices returned and expect a payout. Despite providing a signed confirmation from the corporate store acknowledging the return, there seems to be a lack of investigation into the fraudulent activity. I am frustrated by the runaround from different departments and would appreciate a swift resolution. I am looking forward to hearing from your executive office soon.
Reported by GetHuman5912759 on Thursday, April 1, 2021 5:46 PM
During the Covid-19 pandemic, I have contacted AT&T for various business reasons and have been extremely satisfied with the positive interaction from their employees. They often engage in friendly non-business conversations, which I appreciate during this time of social isolation. I am very grateful for their support. Thank you to AT&T for their kind and friendly customer service representatives. In my experience, they have been more supportive than the Suicide Prevention Hotline, which has not been as helpful. Thanks to the AT&T employees, I have found comfort during tough times. I prefer not to be contacted via phone at this time, but feel free to reach out via email at: [redacted].
Reported by GetHuman5913828 on Friday, April 2, 2021 3:53 AM
On March 11th, [redacted], my email stopped working. I contacted AT&T, but they could not find any record of my email address even though I have been with them for 9 years. I decided to switch to Comcast due to their more affordable rates. When attempting to transfer my phone number [redacted] from AT&T to Comcast, AT&T refused to release the number and placed a security block, preventing me from closing my account. I have had this phone number for nearly 40 years and it is important to me. Despite multiple calls to AT&T customer service and visits to their locations, the issue persisted. Comcast also faced difficulties due to the security block. I have received a bill of $[redacted].06 from AT&T for services I am not even using, which I find unacceptable. I have already replaced the other two numbers but need the [redacted] number released immediately.
Reported by GetHuman5921173 on Sunday, April 4, 2021 4:05 AM
I previously had AT&T cell and U-Verse services in Texas (account #[redacted]2), but now reside in Florida. I continue to use AT&T email accounts. In the past, I could manage sub-accounts via the primary account, including changing passwords, but I am unable to do so now. An error message stating "The sub-account is linked to a user ID. You don't have permission to modify the password" is displayed. I can successfully access the primary account and two sub-accounts, [redacted] and [redacted] However, I face difficulties accessing the sub-account [redacted] Each sign-in attempt results in the error message "there have been too many failed sign-in attempts". Primary account: [redacted] Sub-account: [redacted] I require assistance in changing the password for the sub-account [redacted]
Reported by GetHuman-elizcano on Monday, April 5, 2021 7:21 PM
I verbally canceled my landline service in Oct-Nov [redacted]. AT&T told me to return the router by shipping it back via UPS. I couldn't find the receipt, and AT&T claims they never received it. I recently visited the location where I returned the router and saw bins filled with routers for return. Could mine still be there? I've spoken with AT&T four times, thinking the issue was resolved, but then received a notice from a collection agency. They explained the steps for proper account closure, which AT&T never did. It seems they didn't acknowledge my intent to cancel both the landline and internet services. To compound the issue, the collection agency has linked my business name to this account incorrectly. I fear this could impact my business credit. I just want a fair resolution to this situation.
Reported by GetHuman-runsugar on Wednesday, April 7, 2021 1:47 PM
My family enrolled in mobile service in November, with a promised rate of $[redacted] per month for 3 phones. We traded in 2 phones, an iPhone 6S Plus ($[redacted] trade-in value) and a Samsung Galaxy Note 9 ($[redacted] trade-in value). Despite this, our bill has consistently been at $[redacted] since the agreement. We have not received credit for the traded-in phones and are still being charged for extras like Next Up and paperless billing, which I've attempted to remove multiple times. Even though I've signed up for my corporate plan, the discount is not reflected. After spending over 20 hours on the phone with AT&T and opening ticket number [redacted], I am now considering legal action due to overcharges totaling $[redacted].82. Each time I contact AT&T, they claim they're unable to assist me and transfer me elsewhere. I urgently request a resolution to this issue. Thank you.
Reported by GetHuman5935139 on Wednesday, April 7, 2021 11:03 PM
I am very disappointed and skeptical that any level of good faith or trust can be restored. I purchased two new Blackberries after being repeatedly told by AT&T that I had to get my own replacement phone when my prior device stopped working. Despite spending hundreds on it, AT&T now refuses to accept it. They lack accountability for their requirements and offer no compensation for the costs incurred. I am at a loss about which phones they will actually accept. When will they take responsibility for their demands after I have already spent so much money without being able to save my data?
Reported by GetHuman5936201 on Thursday, April 8, 2021 8:57 AM

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