AT&T Customer Service Issues

Archive 88

The following are issues that customers reported to GetHuman about AT&T customer service, archive #88. It includes a selection of 20 issue(s) reported April 8, 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 am currently in Canada due to the pandemic since March 19, [redacted]. The border between Canada and the USA has been closed because of these circumstances. I have more than $[redacted] remaining in my prepaid account, which is set to expire tomorrow. Despite my attempts to contact AT&T, I have been unable to reach a live representative to assist me with suspending my prepaid plan. I am unable to use AT&T's services while in Canada and do not want to lose the money in my account. I kindly request that AT&T extend the expiration date of my $[redacted] balance for one year until April 9, [redacted], as I have been unable to utilize their services for the past year.
Reported by GetHuman1414105 on Thursday, April 8, 2021 8:56 PM
I recently went to purchase a new phone for my child. I was not wearing a mask due to medical reasons, but the staff insisted I wear one or leave. Despite my condition, they required a doctor's note for exemption, which I found unreasonable. Now, I am at the hospital due to my oxygen levels dropping below 84. I believe more employee training on handling medical exceptions is necessary. In the past, when I had mentioned my medical condition, they were accommodating. I have been vaccinated and follow safety protocols. I hope this issue can be addressed to prevent such incidents in the future. Thank you.
Reported by GetHuman5948609 on Sunday, April 11, 2021 10:04 PM
I need assistance with a situation related to an order my husband placed at an AT&T store in Calhoun, GA for a phone to be shipped to the store on March 10. Despite trying to cancel the order the same day due to time constraints, we now have a mysterious extra line showing up on our account since March 14. After speaking with multiple AT&T representatives, the issue persisted. Visiting the store on April 11 did not yield any results either. Despite promises for resolution, the problem remains unresolved, and nobody has followed up as promised. As a long-time customer since [redacted], I hope for a timely and effective solution to this frustrating situation.
Reported by GetHuman5949724 on Monday, April 12, 2021 10:37 AM
I have discovered an unexpected charge on my bank statement from ATT.TV NOW, now known as ATT.TV, for nearly three years. I did not knowingly sign up for this service and have attempted to resolve this issue several times without success. Every interaction with customer service has directed me to speak with a supervisor, which I cannot do online as I do not have an account number since I never intentionally subscribed to this service. Despite being informed by ATT customer service that they do not handle ATT.TV NOW and being given a number to contact a supervisor, the issue persists with monthly charges still being deducted. Even my visit to an ATT store last year did not yield a solution. Recent attempts to address this through online chat have also been unsuccessful. This ongoing situation has accumulated costs totaling $[redacted], and I am unable to locate direct contact information for the billing department or customer service to escalate the matter.
Reported by GetHuman5951705 on Monday, April 12, 2021 5:44 PM
For nearly three years, I've been charged for ATT.TV NOW, now known as ATT.TV, through automatic withdrawals from my bank account. Despite never signing up for this service, I've attempted to resolve this via phone calls without success. Each time I contact them, I'm instructed to speak with a supervisor, yet I lack an account number to access online support as I never initiated the service. Despite being redirected by ATT customer service, when I did manage to reach a supervisor, they requested my bank statement to locate the account records, providing a callback number that led back to ATT's general customer service. Even after promised stoppage of withdrawals, they continue, and I was unable to halt payments through my bank. Visiting a local ATT store last year yielded no solutions, and recent attempts at online support ended abruptly when I was advised to seek a supervisor for resolution, leaving me with unending charges totaling $[redacted] and increasing monthly. Access to a direct line for their billing department or customer service to escalate this issue has proven futile. Can anyone provide guidance?
Reported by GetHuman5951705 on Monday, April 12, 2021 8:12 PM
I would like my email address to be removed from all AT&T ads and promotions. I will not be doing business with your company again due to the unethical practices I have observed. Firstly, I have spent 70 years advocating for women's rights and civil rights for all, only to find that your company supports policies that go against the Constitution and show political bias. You seem to prioritize greed over the well-being of working and middle-class Americans and support policies that undermine the rights guaranteed to all citizens in the Bill of Rights. Additionally, your business dealings in China, where you comply with the values of the Communist Party despite their human rights abuses, are deeply concerning. My personal experience with AT&T involved a frustrating process of trying to cancel my service when moving, leading to continued billing, harassment by a collection agency, and ultimately a dispute that required intervention by the Attorney General. This negative encounter from a decade ago, combined with your current political stances, has solidified my decision to sever ties with your company. Please remove my email address, [redacted], from all your promotions and advertisements. I feel compelled to speak out against your values and practices and will not support a company that does business in a way that I find morally objectionable. Thank you.
Reported by GetHuman-happekat on Monday, April 12, 2021 9:46 PM
Regarding the cellular telephone/internet services linked to account number [redacted], I am requesting a security audit to investigate possible security breaches, specifically regarding SMS porting. There have been concerning signs such as receiving unsolicited content, unfamiliar calls from various regions, unexpected launching of applications, and suspicions of compromised email account passwords. The account was opened in March [redacted] with a $50 per month month-to-month subscription plan at the AT&T retail outlet on Ralph Avenue in Georgetown, Brooklyn. I kindly ask for a thorough security audit to address these issues and any relevant findings to be communicated to my email address at [redacted] Thank you for your assistance in resolving these persistent concerns. Regards, Gary T. Kroog
Reported by GetHuman-bnkzxtr on Wednesday, April 14, 2021 7:02 AM
I've been trying to transfer my number to an AT&T prepaid wireless plan, but it has been stuck for days now. I had a chat with a representative who promised to expedite the process and I received a call confirming this. However, when I was transferred to the appropriate department, they couldn't hear me, and now I can't get back in touch with anyone. Whenever I call, the voicemail prompts me to enter my porting number multiple times, only to end up with an error message or being disconnected. I've tried various methods to reach a representative without success. The conflicting information on the website about the status of my SIM card, porting status, and activation process has been confusing. I just want to resolve the porting issue so I can complete the transfer and activate my service. It seems like I need to speak with a person to straighten this out, but I'm unable to do so.
Reported by GetHuman5971425 on Saturday, April 17, 2021 3:56 PM
I have been struggling with ATT customer support, getting passed between various departments without any resolution. When I contacted chat support this morning to address Wi-Fi enabled calling issues, they opened a ticket and promised technical support would contact me. I never received that call. Later in the day, I returned to chat and explained my ongoing problem, only to be sent back and forth between the phone and internet departments, with no solution in sight due to lack of communication between reps. After being advised to contact technical support, I faced more confusion and delays, resulting in frustration and poor service experiences. Despite my efforts to resolve issues with multiple calls and transfers, the lack of progress led me to consider cancelling my service. Despite the significant inconvenience caused by the unresolved technical difficulties, ATT offered only a small service credit in compensation. I remain dissatisfied with the service and hope to part ways with ATT, yet the potential costs prevent me from switching to another carrier. The constant back-and-forth and unresolved issues have left me feeling overwhelmed and disappointed with the overall customer service provided by ATT.
Reported by GetHuman5975160 on Sunday, April 18, 2021 11:51 PM
I signed up for Internet Service over the phone on February 14th with an installation date of 2/24. Despite being assured of a $[redacted] gift card and a month-to-month plan, I did not receive the gift card and now I am being told it's a year contract, which is not suitable for us at our age. If there is a recording of the phone conversation, I would appreciate it being reviewed. Thank you, Steven P. [redacted] 5th Avenue Account Number [redacted]
Reported by GetHuman-spritzke on Friday, April 23, 2021 11:00 PM
I had AT&T (part of Direct TV) service and unknowingly overpaid by $65 each month. Despite our service being down for three months yearly, it took 14 hours to resolve. A credit until December was given, but a manager failed to credit January to March, increasing our bills. After being pushed to upgrade, a technician revealed we had agreed to a downgrade, contradicting the manager. Despite multiple requests, disputes were denied. Upon moving and canceling service, a credit was issued, but now, a year later, there are unexpected charges. Despite showing a $[redacted] credit and past overcharges, AT&T keeps billing me. I request AT&T to pay the owed credit and stop sending unwarranted bills. Tired of the manager's lies, I am ready to face collections to get what I am rightfully owed. Post-Direct TV acquisition by AT&T, service deteriorated, and dishonest customer service tactics have left me frustrated and seeking resolution.
Reported by GetHuman5996750 on Saturday, April 24, 2021 6:07 PM
In January, my cell phone froze and died during an update. I visited the nearest AT&T store for help but due to an "AT&T glitch," they couldn't unlock it. Following a claim with Assurion, I received a replacement phone with mail-in packaging. Despite returning the phone as instructed, I'm now being billed $[redacted].05 for it. I believe it's unfair to be charged for a phone that malfunctioned because of the "AT&T glitch" and that I returned promptly. As a loyal AT&T customer, I seek assistance in resolving this issue.
Reported by GetHuman-tsre on Monday, April 26, 2021 3:47 PM
I have contacted customer service for the last two days and unfortunately, they have not fulfilled their promises. I forgot to update my new debit card information, and after providing details, they assured me that service would be restored on the same day. However, when I called again the next day, I was told to create a new account and was sent a link that turned out to be a customer satisfaction survey instead of a credit check application as expected. The representative assured me again that service would be restored promptly, but it's now the following day, and my service is still not working. Upon checking my account, I noticed that there were errors in the debit card information provided by the customer service agent. Despite their polite demeanor, the situation remains unresolved, and I have not received any termination warning emails as mentioned. I hope to have my service reinstated soon so I can resume watching TV.
Reported by GetHuman-pccrashe on Tuesday, April 27, 2021 4:34 PM
Hello, I am Anlae Davis. I signed up for AT&T internet service on March 26. However, I avoided using it for a week due to the technician only replacing the modem and not fixing the outside box. Additionally, I experienced internet downtime last weekend from April 26 to April 27 around 5 pm. I recently switched three family phones to AT&T for better service, but faced issues with the LTE on my phone not working properly. When discussing returning to Verizon with a manager and inquiring about transfer penalties, I was assured multiple times that there would be no problem. After switching back to Verizon, I have been unable to access my account and connect to my home internet. What could be the issue here?
Reported by GetHuman-agnescho on Wednesday, April 28, 2021 6:28 AM
I've been an ATT customer for 30 years. Recently, I tried to remove my dad's phone from our group plan after he passed away. Unfortunately, ATT disconnected my number instead of his. Despite spending hours on the phone, the issue wasn't resolved and now I have to wait until May 7th to get my phone back. The supervisor, Corey Jordan, was unhelpful and rude. I work as a paralegal and need my phone for on-call trials, but no one could explain the delay caused by ATT's mistake. Frustrated, I tried to cancel my plan to switch to another carrier for my kids, but was told I couldn't. I urgently need this matter sorted.
Reported by GetHuman6009408 on Wednesday, April 28, 2021 2:39 PM
We recently purchased a new home in SC and have already closed on the house. We are scheduled for an ATT visit on June 19, [redacted], but we may end up moving there by May 18, [redacted]. We were advised to un-bundle our services and then re-bundle them at the new address. However, the information provided did not include transferring our cell phones. After spending 2.5 hours on the phone with three individuals, the accents of two representatives made it challenging for my hard-of-hearing husband to understand. We usually appreciate interacting with people from different countries, but this experience was frustrating for us.
Reported by GetHuman5174549 on Wednesday, April 28, 2021 5:57 PM
I am unhappy with Netgear's products and the poor customer service I received. I've purchased two Netgear wifi devices through AT&T since October [redacted], and both continually drop the internet connection, requiring multiple network adapter resets daily. AT&T insisted I pay for the faulty second device. Despite reaching out to Netgear for assistance, their support was unhelpful, blaming the SIM card issue - which is dubious since the same problem occurred with the first device. Additionally, AT&T customer service has been disappointing, offering no viable solutions and language barriers during my calls. As a business with multiple services through AT&T, including wireless phones and email, I am considering switching to Verizon due to this frustration. If this matter isn't addressed promptly, I will cancel all my services with AT&T. I refuse to pay for malfunctioning products. Disgruntled customer.
Reported by GetHuman6013560 on Thursday, April 29, 2021 3:57 PM
Hello, I am Stephanie J Alexander. Recently, a fraudulent account was opened in my name on April 12, [redacted]. I visited the AT&T store in Emeryville, California on Bay Street to purchase an iPhone 12 Pro Max, but I did not receive it. Three phone bills have been sent to me since April 12th, indicating that a business account was established in my name. This is impossible as I am permanently disabled and cannot have a business account. I feel that I have been scammed and having a business account in my name is illegal. I am considering legal action against the company for fraud and violations of the American Disability Act. Your prompt assistance in resolving this matter is greatly appreciated. Thank you, Stephanie J Alexander
Reported by GetHuman6022870 on Sunday, May 2, 2021 4:03 PM
Dear ATT, I recently noticed charges on my bill for using WhatsApp calls over Wi-Fi, which resulted in a $[redacted] bill. This issue arose after switching to an unlimited data plan from a 15GB rollover plan a few months ago. When I contacted customer service and requested to revert to my old plan, I was informed it was no longer available. I have been a loyal customer for over 15 years and have always followed the rules. Despite reporting the billing issue to ATT, I have not received any updates or resolutions. I will not pay for charges that should be free on WhatsApp. Please review my case promptly. Sincerely, David
Reported by GetHuman-dbandi on Wednesday, May 5, 2021 10:56 AM
I attempted to connect my solar generator to the internet, but it seems the internet is blocking the connection. A lengthy call to customer service resulted in multiple transfers between departments, and even after two days, the issue remains unresolved. Customer service has been uncooperative in addressing the problem. When contacting corporate headquarters, I faced the same issue of being redirected back to the unhelpful customer service center. They requested information that was never associated with my account, causing frustration. I have been trying to reach out to corporate to express my dissatisfaction with the treatment received from the customer service team. Despite starting the communication politely, the continuous run-around and disregard for my concerns led to increased frustration, almost prompting me to use strong language.
Reported by GetHuman6039801 on Thursday, May 6, 2021 5:45 PM

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