AT&T Customer Service Issues

Archive 82

The following are issues that customers reported to GetHuman about AT&T customer service, archive #82. It includes a selection of 20 issue(s) reported December 4, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
AT&T has not applied the wireless credit I am owed. After calling Asurion, I was told AT&T would need to handle this. I spent a total of 8 hours on the phone trying to resolve this issue. Despite speaking to several representatives, including supervisors, the credits were not properly applied. The app shows discrepancies between the wireless and courtesy credits. Now, I received a bill for $[redacted], which AT&T claims I owe, despite my attempts to address this with my bank and paying through auto-pay. I feel disadvantaged as a vulnerable adult with disabilities being taken advantage of by not receiving the correct credits and information about my phone trade-in and warranties. I have documentation and snapshots of conversations. Assistance is needed urgently from AT&T to rectify this situation.
Reported by GetHuman5453564 on Friday, December 4, 2020 11:18 PM
I recently became a customer and ordered a PURPLE Galaxy 20 FE. The store representative arranged for next-day delivery, but I missed it due to a family emergency. I requested to switch to store pickup, but the delivery was canceled instead of rescheduled. After visiting the store to address the issue, I was informed I had to start the new customer process all over again and was offered mint or blue phones instead of purple. Eventually, after spending nearly two hours at the store, I managed to get the purple phone I originally wanted. When I tried to switch phones over the phone, I was told about a $55 restocking fee despite the delivery mishap not being my fault.
Reported by GetHuman5524800 on Saturday, December 5, 2020 4:20 PM
I am looking to cancel my AT&T telephone service as I am switching to Consumer Cellular. I cannot access my online account at the moment to check my contract details. My phone number is [redacted], and I have another number with AT&T that I want to remove. To complete the transfer to Consumer Cellular, I require my account number and a transfer PIN from AT&T, which I do not have. Thank you for any assistance.
Reported by GetHuman5524894 on Saturday, December 5, 2020 4:49 PM
Today, I reluctantly paid a $5 fee for my credit card despite my hesitation. A year ago, I contacted an AT&T representative to request timely billing, as I had incurred late fees twice before. Threatening to switch providers if the issue persisted, AT&T eventually waived the fees. However, I am still receiving bills late, making it challenging to avoid additional fees. To address this, I opted to pay a $5 fee by credit card over the phone. I sent the latest bill on Nov 27, [redacted], due on the 2nd of each month, but the billing statement lacks a "date sent" on the envelope, causing further confusion. I question the intentions behind this practice. I urge AT&T to adjust the billing date earlier to allow for timely payments. I seek clarification on these concerns. Despite receiving a response on Nov 5th mentioning a delay in receiving the bill after 10 days, I believe mail should not take more than 5 days. Sincerely, W.J. Neil
Reported by GetHuman5525833 on Saturday, December 5, 2020 10:09 PM
I haven't received the $[redacted] credit for my trade-in and have been wrongly charged for devices I don't possess. After paying the $[redacted] tax and $29.99 upgrade fee, my bill surged by $50 to $[redacted]. I intended to upgrade my wife's phone, but this issue needs to be resolved first before I can proceed. My bill is approaching its due date, and I'm struggling to reach customer service after spending hours on hold daily without success due to concerns about the virus. Given that my wife and I are in our 60s, going out poses a risk. I have attempted to contact the company for a month now to no avail. Please, a call from you would be greatly appreciated.
Reported by GetHuman-breauxs on Saturday, December 5, 2020 10:15 PM
I am disappointed in the recent upgrade to my cell phone with AT&T. I was promised a free iPhone 10 by the associate, Stan, when I actually had to pay an extra $25 on my bill. After multiple failed attempts at clarification over the phone, I visited the AT&T store in the Tacoma, WA mall today and was shocked to find out I am not only paying for the iPhone 10 but also an additional $30 for a separate unused phone line. This misinformation leaves me feeling misled by Stan and unsatisfied with the supposed upgrade from my iPhone 7 Plus. I have been a loyal AT&T customer for over two decades and wish to speak with someone higher up at AT&T to address these issues. Thank you for your attention to this matter.
Reported by GetHuman-dcyagura on Sunday, December 6, 2020 1:16 AM
I need to confirm the status of my current repair appointment. I was promised a technician assigned to arrive between 10-12, but now I see an error sign indicating the appointment hasn't been dispatched. This is causing me distress as I work from home and have had poor experiences with AT&T in the past. I was reassured about the tech arriving on time with a specific gateway due to ongoing network problems. I urgently require an update on the status, dispatch of the technician, and an estimated time of arrival. Thank you.
Reported by GetHuman-jaredboo on Monday, December 7, 2020 4:54 PM
My internet went down on Friday. I called customer service, and they scheduled a technician for Monday. I have taken off work twice today waiting for them. I have called nine times on December 7, [redacted], and each time I was given different information. The last representative I spoke with stated my appointment was scheduled for Wednesday, but I have proof that it was supposed to be today, December 7, [redacted], between 12 PM and 4 PM. This prolonged outage is affecting my child's remote schooling, and it's unfair to expect us to go without service for six days. AT&T needs to fix my internet promptly and stop misleading their customers.
Reported by GetHuman-tammybet on Tuesday, December 8, 2020 12:14 AM
As a loyal AT&T Uverse customer in Houston for over 15 years, I am disappointed with the recent removal of the CBS affiliate KHOU TV, channel 11, due to a contract dispute between Tegna and AT&T. KHOU TV is essential to me for many programs I enjoy watching and recording. I urge AT&T to resolve this dispute promptly to avoid losing subscribers like me. If the CBS channel is not restored to Uverse within a week from 12-7-[redacted], I will have to consider switching my TV cable service to Comcast. I hope this matter can be resolved swiftly for the benefit of all customers. Thank you. Sincerely, D.M. Wildrick, Ph.D. [redacted] S. Rice Ave. Houston, TX [redacted]
Reported by GetHuman-dmwildri on Tuesday, December 8, 2020 3:21 AM
I have DirectTV and AT&T internet combined. The price stays the same for 6 months then increases when the promotions expire. I keep calling but get disconnected multiple times daily. They don't call me back, and when they do, I get transferred to a specialist or loyalty department and then disconnected again. This cycle repeats every 6 months. I find it frustrating because every time I call, I have to start over with a new person, and it takes days to resolve the issue.
Reported by GetHuman-afmz on Tuesday, December 8, 2020 3:42 AM
We have been loyal customers of AT&T for quite a while now. A few years back, we encountered issues with our internet speed after a repairman was at work near our property. Despite reaching out to AT&T, the problem was never resolved, and our internet remained slow and unreliable. Recently, a technician discovered that the lines were misconfigured all this time. We are disappointed by the lack of attention given to our concerns, leading us to pay for subpar services. We expect a substantial refund for years of frustration. Despite our attempts to find alternatives, no other provider serves our area. We have faced service disruptions due to billing errors, highlighting the recurring issues with AT&T. We are dissatisfied customers and hope for a resolution.
Reported by GetHuman-emastraa on Tuesday, December 8, 2020 11:41 AM
I am a representative from the City of Fort Worth, working in the transportation public works division. We are currently dealing with an issue regarding a cave-in at [redacted] Mark IV PKWY, Fort Worth TX. The water and sewer department has ruled out their assets as the cause. It has been brought to our attention that there is an AT&T buried main cable in the area. We need to investigate if any cable boring activities at this address have contributed to the cave-in. I am looking to connect with the Main Cable Department or an inspector who can go to the location promptly to assess the situation and determine if AT&T should be cleared of responsibility for the cave-in. Thank you for your prompt attention to this matter.
Reported by GetHuman5533856 on Tuesday, December 8, 2020 4:28 PM
I attempted to purchase the newest Samsung watch when I was informed of a $[redacted] outstanding bill related to U-verse that needed to be settled before I could proceed with the purchase. I do not have U-verse services and exclusively maintain wireless service. While I experienced homelessness in the past, during that time, I solely had cellphone services without additional subscriptions. For the last three years, following my housing situation improvement, I have been utilizing Wi-Fi services from a different provider. I kindly request assistance in rectifying this issue as I aim to acquire the watch and iPad without delay. Thank you.
Reported by GetHuman-tbarzinj on Tuesday, December 8, 2020 7:34 PM
Hello, I'm Viridiana Gomez. I recently discovered that since April, I have been charged extra for my prepaid plan. My plan was originally $45 plus tax, totaling $49.15. However, I have noticed charges of $59.88 since April without changing my plan. I would appreciate a refund for the overpaid amount. Thank you. My device is an iPhone X.
Reported by GetHuman5535849 on Wednesday, December 9, 2020 2:44 AM
In November, I was approached by a DirectX sales team at Wal-Mart and agreed to their service after paying a deposit. Unfortunately, there was a discrepancy with the promised $[redacted] Visa gift card, as it turned out to be a $[redacted] Target gift card. However, the most concerning issue was when the installation technician accidentally locked a neighbor's cat under my house, resulting in a distressing incident where the cat was found deceased, causing an unpleasant odor in my home. Now, I am facing requests for reimbursement from the neighbors for the unfortunate incident.
Reported by GetHuman5536186 on Wednesday, December 9, 2020 7:00 AM
I've had issues with my Direct TV and internet service by AT&T. Last year, our service was mistakenly turned off. Despite having it restored, the internet didn't work. After receiving multiple modems that didn't solve the issue, I've struggled to return the equipment as instructed due to not receiving return labels. This resulted in being charged for the non-returned equipment. Despite promises to resolve the situation and assurances my service wouldn't be disrupted, it was unexpectedly turned off for the outstanding balance. Although I've returned the equipment at my own expense, my service remains disconnected until I pay the $[redacted] charge. Even though AT&T acknowledges the return of the equipment, they insist on payment before restoring my service, adding to my frustration with their customer service handling. My account number is [redacted], and I now face potential reconnection and late fees, while being left without the service due to a situation that wasn't my fault.
Reported by GetHuman5536676 on Wednesday, December 9, 2020 12:51 PM
I recently received an email from AT&T regarding my monthly bill, which appears to be higher than expected due to the addition of a third line to my account. I was under the impression that the charge for the Unlimited Starter plan for three lines would be $45 per month, but it seems that the new line was placed on the Unlimited Elite plan instead. The email stated that my new monthly bill would be $[redacted], while I was expecting it to be around $[redacted] based on my previous discussion with AT&T. Furthermore, I took advantage of a Black Friday deal for the iPhone XS, priced at $1 per month, but my bill still reflects the $30 monthly installment plan. I am uncertain about the process to adjust this to the correct $1 per month rate.
Reported by GetHuman5537077 on Wednesday, December 9, 2020 3:10 PM
Last month, I did not enroll in autopay and instead paid $5.00 over the phone with a refill card. I am frustrated that $35.00 was deducted from my account without authorization. I want a refund for this amount. I specifically informed the representative that I did not want autopay, so I do not understand why the money was taken from my account. This situation needs to be resolved promptly for phone number [redacted].
Reported by GetHuman-simokat on Thursday, December 10, 2020 4:25 AM
I spoke with an AT&T representative named Ricky on November 21, [redacted], regarding my plan and phone upgrade. Please refer to transcript [redacted][redacted]3. Ricky informed me that we could receive $[redacted] each for our two iPhone 8's and $[redacted] for our iPhone 6. When I visited the local AT&T store to trade in the phones, they advised that only an iPhone 6S was eligible, not the iPhone 6 as Ricky had indicated in the conversation. Despite numerous attempts with customer service representatives, including Erica from the Alabama location, the issue remains unresolved. Erica mentioned she would try to credit me the $[redacted], but there has been no follow-up. Ricky also mentioned waiving the $30 upgrade fee, which has not been fulfilled. The situation escalated when a second call resulted in rudeness from a representative, cutting short the transcript deliberately. As a loyal AT&T customer for over 30 years, I seek assistance in resolving this matter promptly. Contact me at [redacted], [redacted], [redacted] (Perry's work cell), or [redacted] (home cell). Thank you, Perry and Cathy Van Boxtel.
Reported by GetHuman-pvb_ on Thursday, December 10, 2020 4:08 PM
I am having trouble accessing my ATT Mail account. Even though I changed my ID and Password a few months ago, I am unable to log in successfully (Account Number [redacted]84). Each time I try to link the accounts, I can only access my email but not the information sent to my ATT Mail. Any help resolving this issue would be greatly appreciated. Thomas J. Wooddell
Reported by GetHuman-tomwoodd on Thursday, December 10, 2020 7:49 PM

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