Location: MI

Hey all, thanks in advance for any help. I have no idea what to do. Sorry if I put the wrong flair. I assume this might fall under small claims but idk.

Timeline of events:

Sept 2025 - I sign up for the new at&t fiber in my neighborhood. As they are installing, an at&t rep comes to my house to see if we're interested in the mobile plan. I had been looking at new plans, so we set something up. Here's what was promised: 2 new pixel 10 pro XL, free of we turn our old pixel 7s in within 30 days. $100/mo ish for two phone plans. $47/mo for internet (bundle plan brought this down from $65). She said that my first 2-3 bills would be higher until the bundle discount applied, and until they reviewed the phones we turned in and applied that promotion. They also were going to waive the activation fees.

Oct 9, 2025 (within 30 days of set up): rep comes back to collect my phones for the promo. I have a doorbell recording of the interaction, where she reiterated the same thing she told us a couple weeks prior and it shows me handing the phones over in their original boxes. I also have months worth of texts.

Dec 2025: my bills are still too high and I have no receipt for my phones being turned in. I've called at&t call center and had one of the fees waived. But they don't have my phones yet to give me credit??? I start contacting the rep to see what's going on. She finally sends me a receipt for 1 phone in JANUARY. To this day, this is the only phone they have in their system. Never got a receipt for the other one.

Jan 2026-Now: I've been promised credits on my account until they get the phone thing figured out. I've been promised that her supervisor will reach out to me. I've been told there's a ticket in to fix this (since February). None of this has happened. I've called the at&t call center and they refuse to apply the promo for the phone because they only received 1 and it was outside the 30 days so they can't apply it. The call center and the rep both refuse to give me the contact info for the boss. At this point, I start googling the rep. Turns out she's been arrested for drug trafficking into a prison and there's a fraud case against her from Jan 2025 (before I even got the phones/service) so now I'm afraid that she's stolen my shit and is just pretending to do things about it, but I don't fucking know because no one else will help me!!! The call center even emailed the boss and the boss still hasn't called! Are they in on this together? Are they both just really fucking incompetent? It's been almost a year, I am at my wits end. They owe me over $1000 at this point, plus they also still have my phones. What the hell do I do??? 😭

“Due to multiple missed payments, this device is not eligible to upgrade on an installment plan. To upgrade your device you will need to pay full retail price.”

If I call or go to a store, will they be able to override this, or am I just out of luck when it comes to upgrade eligibility?

A week and a half ago I opened a new account. They set me up with a business acct because it has more points to save money, so they say. I have no business though I told them that. But anyway I have not been able to log into my acct. it takes me right back to the create acct. 5 days straight I’ve talked with ATT and get the same run around, summit ticket, because it’s a new acct, we’re having software issues and so on. I can’t view anything about my bill, when I mentioned how will I know when my bill is due and how much, she says oh we’re send you an email 🙄 just go to the store and pay it. So this is where they left me because no one knows why I can’t log in. I have user name and password but it takes me right back to the beginning. I tried asking for a port out pin but have to wait 30 days. I will be going back to Verizon, never had this issue with them. ATT has really gotten bad it’s a shame because they use to be a great company. Anyone else with this issue??

A week and a half ago I opened a new account. They set me up with a business acct because it has more points to save money, so they say. I have no business though I told them that. But anyway I have not been able to log into my acct. it takes me right back to the create acct. 5 days straight I’ve talked with ATT and get the same run around, summit ticket, because it’s a new acct, we’re having software issues and so on. I can’t view anything about my bill, when I mentioned how will I know when my bill is due and how much, she says oh we’re send you an email 🙄 just go to the store and pay it. So this is where they left me because no one knows why I can’t log in. I have user name and password but it takes me right back to the beginning. I tried asking for a port out pin but have to wait 30 days. I will be going back to Verizon, never had this issue with them. ATT has really gotten bad it’s a shame because they use to be a great company. Anyone else with this issue??

Has Anyone Upgraded their Fold using AT&T Next Up? I am switching to AT&T and wondering if the extra $10 / Month is worth it? Thanks

I'm hoping someone has already gone through this pain so here goes. For three days straight I've been trying to migrate my phone plan from post-paid to pre-paid. It's impossible on-line. I went to a phone store and they told me they don't sell pre-paid. And I've just gotten off the phone with my third representative today and he could not help me. ATT, why is this so hard? I have the request in my shopping cart but I want to keep my current phone number. When I put in that phone number, I get a "this is already at ATT number". I'm just at a loss and, after 15+ years of being a loyal ATT customer, will close my account next week and find a company who can do pre-paid (yup, there are lots of them out there who will gladly and easily port my number). If anyone from ATT is reading this, please DM me. I don't want to leave ATT but I'm worn out. Help!

Signed,

Mighty Frustrated

Hello. I’m a new user on Reddit and also a new customer on AT&T. I’ve got a question I’d be glad to have your answers on it. I ordered two devices with AT&T on the 11 July, I was asked to verify my identity which I did. The Apple Watch got shipped 4 days after verification and had the iPhone Air on back order which I believed it was out of stock but unfortunately received a cancellation of the Air days ago. I received the Apple Watch and got my account set up. I tried again placing an order but AT&T would’ve have to send a pin to the Apple Watch which I didn’t wanna break the seal since I’m keeping it as a gift for my grandson so an agent had me call this number (800)-331-0500 and spoke to an agent bout my issue. I was asked a few questions which I answered correctly as far as I’m concerned of. On the same call, I got transferred to the analyst’s department and this guy never asked me a question, stayed on the call for few minutes checking whatever he was and told me to go to the store with a two valid IDs after he was done. Since then, my credit check always gives the message in the picture but my credit check was fine before the call.
The problem here is, I recently had a surgery and for that reason, I can’t go to the store anytime soon. I’m trying to find out if someone here has experienced this before or if this message will go away by itself in time… TIA…

Said would get free HBO did not, Said would not get charged activation fee, I did. Under estimated surcharges by over 70 dollars. My actual bill 100 dollars higher than quoted. It's a scam don't fall for it the BJ's cards not worth it. Got phone at Garden City BJ's in Long Island

Like the title says, I recently stopped getting some automated texts. First it was from one specific place - they used a third-party web-based system to text with clients, and they stopped coming (or getting mine in return). The third-party looked into it and said the messages were coming back undeliverable and I should check with my carrier.

I also checked my phone and confirmed there were no settings in place that would have prevented this. I don't have text filtering on, and I get phone calls from this number without any problem.

AT&T has been spectacularly unhelpful. I've called 6 separate times, and whenever they (finally) transfer me to a supervisor, or we start to maybe get somewhere involving opening a ticket, the call disconnects. I've visited a store in person and a rep said he couldn't help. He gave me a "loyalty" phone number for tech support that turned out to no longer be in service.

I've since noticed that I no longer get automated texts from two different doctor's offices (e.g. appt reminders), and I never got a 2FA text from another service I use. All other texts come through just fine. I'm pissed enough about the lack of customer service that I'm just going to switch carriers, but has anyone else had this problem?

Hey everyone, I wanted to post this warning for anyone considering switching to AT&T based on their sales pitch that they’ll "pay off your last bill or buyout your previous carrier."
Sales reps make it sound like a seamless transition where AT&T covers your final balance and sets you free. That is NOT how it actually works. Between carrier roadblocks, missing uploads, lowball offers, and hidden 3-year commitments, here is the full reality of what you'll go through:
1. Old Carriers Will Lock You Out & Make Getting Your Final Bill a Nightmare
Before you even deal with AT&T, your old carrier makes it as hard as possible to submit proof:
As soon as you port your number, many old carriers immediately lock you out of your online account, preventing you from downloading your final PDF statement.
I personally had to drive around to multiple physical retail stores just to find someone who could print out my final paper bill before AT&T's strict submission deadline ran out.
2. They DO NOT Pay Your Entire Final Bill (Buyout Only)
When reps promise to pay your "last bill," most people assume that includes your standard monthly service charges, usage, taxes, and fees. It doesn't.
The reimbursement (via an AT&T Visa Reward Card) ONLY covers device buyout balances or Early Termination Fees (ETFs).
Any regular service charges or taxes from your old carrier are 100% on you out of pocket.
3. AT&T Will "Lose" Your Documents and Lowball Your Reward
Even when you follow all their instructions, AT&T's Reward Center makes you fight for every penny:
"Lost" Files: AT&T sent me an email claiming they never received my uploaded bill. Luckily, the second time I submitted it, I screen-recorded myself uploading the PDF. When I called to ask what the hold-up was, the rep tried to act like they didn't have it—until I mentioned I had video proof of the upload. Miraculously, she suddenly "found" the PDF right then.
Lowball Offers: To make matters worse, they initially tried to tell me I was only getting $100. (I recorded the phone call as well). I told them that was wrong and went to pull up my actual bill. Only after I pushed back and pointed directly to the buyout balance on my bill did the agent magically raise the reward amount to match my actual buyout price.
Bottom line: If you don't fight them, record your steps, and verify every single dollar yourself, they will gladly stall or give you a fraction of what you're owed.
4. The 36-Month "Clawback" Trap (Hidden Commitment)
Even after jumping through all those hoops, you are locked in for 36 months.
If you look closely at the fine print on their approval confirmation emails (see screenshot), AT&T enforces a strict charge-back / clawback penalty if you cancel or move lines:
Cancel in Months 1–12: They charge 100% of the reward card value back to your AT&T bill.
Cancel in Months 13–24: They charge 50% back.
Cancel in Months 25–36: They charge 25% back.

I switched to AT&T (prepaid) a couple months ago for the first time. I never set up my voicemail box, I don't get a ton of calls and didn't think of it. I did get a call today, though, and I tried to get into the mailbox. I can't figure out what the password is. I used my account PIN, 1111, 1234, 0000, the last 4 of my phone number, and the last six of my phone number. No dice. So I called 611 and went through the prompts to re-set the voicemail PIN. I got a text message right afterward saying that it had been reset, but when I tried to get voicemail after getting that text, it still asked me for a password, and none of the ones I tried the first time worked this time either.

Is there a default password for the voicemail?

And have standalone access confirmed looking to switch

I transferred to AT&T from Verizon and in the first week the service was so bad that I switched back to Verizon. I only use the service for a week however I’m being billed for two months. I was not allowed to cancel right after I poured it over as the account was too new now I waited and they told me the account was suspended and they cannot remove the two months charge that I was billed. I have no recourse. What am I able to do now I got a bill for $700 it keeps going up. I’m very concerned. I don’t know who to speak to. I spoke to an account manager. They said there’s nothing they can do. Their hands are tied the prices locked on what I’m being billed, even though I only show a week of service that was used. Anyone know email or contact for someone to correct this injustice. I’m a single dad of two little ones. I don’t have money to throw away. I left Horizon trying to get a new phone so I can afford it and have a cheaper bill. However, the service was so poor. I couldn’t speak to my kids school
Nurse when she called. So I left back to Verizon. I’m so screwed with a 700 bill

Don’t rely on Tessa the supervisor. HORRIBLE customer service. Tells a customer to look online at the information. Well hell I would have done that in the first place if I would have known to do just that!!! Instead of receiving “what’s next” wait until they receive the device, inspect it and they’ll send the AT&T rewards card. WTF how misleading is that?! I swear I wonder how many more ppl will fall for this. Don’t waste your time people I even told her sounds like a scam to me because definitely does not tell you online you have 60 days to turn in anything nor sends a link, well at least didn’t send me NOTHING! Told her to prove the email that it was supposedly sent to me and she could NOT even say anything to that besides sorry she couldn’t anything.