AT&T review: Charges for mobile service and unauthorized charges

Date: JANUARY 4, 2026
Subject: COMPLAINT ABOUT CUSTOMER SERVICE AND AMOUNT CHARGED ON MY LAST TWO BILLS

The content of this memo describes two issues that need to be addressed by AT&T. I have tried to call various customer service numbers; tried to talk to someone in your retention and/or loyalty departments; and the manager of the local AT&T store. The manager of the local store “was not in”. Each customer service person hung up on me. I was put on hold for someone in loyalty or retention – someone who never came to the phone no matter how long I waited. And, no I cannot check my account on-line. When I try to sign in I only see a white blank screen.

ITEM 1: THE BILL COVERING November 3-15. I was out of the country during this period. However, when I called AT&T I was assured that I would get the lowest price of calls made from overseas. During my trip, I received several emails telling me about the really great rate I was getting during my trip. Yet when my next bill came it was enormous! For what? I did not call anyone. I may have used the internet to look up information on something I saw. I may have read messages or played games How is that more than $200?
Over the past year or so I have called numerous times about my bills – they were too high. The bill that covered the above mentioned time frame was the proverbial “straw that broke the camel’s back”. I cancelled AT&T after many years of service – I never paid a bill late. And, by the way, I did not receive a call or email from the AT&T retention department. Does anyone work there?
ITEM 2: The latest bill for almost a thousand dollars. When I moved my land line to AT&T your representative said I had to get a second cell phone because AT&T does not use regular telephones. And, if I swapped my never used Apple Phone for an new Samsung, I would not be charged for the new Samsung. AT&T supplied an older model Samsung for the land line. I agreed to the trade-in deal. Evidently, that was a lie.
The latest bill said I owe for the new Samsung; does not recognize an Apple phone. Instead, the bill claims that I have been charged a monthly installment fee for the new Samsung. I do not remember signing any agreement for an expensive phone or an installment plan. I would never pay that much for a phone. And, the only purchase I make with monthly payments is my mortgage.
I have tried to talk to customer service for the past several days. But, when I called in I was required to enter my phone number. After that a recording comes on saying, “You are covered by another company. Call 611 they will help you. Thank you for calling AT&T”. Click.
Today a woman called from AT&T. When I told her that I used to have an account with AT&T, she said Thank you. Then she hung up on me.
I was a loyal customer of AT&T for years. I would have stayed with AT&T and may move my account back and may consider other services. But, no one will speak to me. No one will answer my questions. And, there is evidently no one employed to retain accounts.
If I am wrong and there are real employees who will help me, please call me.
Thank you for your attention to this matter.
Best regards,
NANCY GREEN
107 Wild Heron Villas Crossing
Savannah GA 31419
[protected] [protected]@gmail.com