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AT&T review: Request for billing adjustment and formal complaint regarding service experience

Jeffrey Thomas of US

Nov 25, 2025 3:54 pm EST

Verified customer

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I am formally request a billing adjustment and to express my dissatisfaction with the service I received during my recent attempt to switch my mobile coverage from Verizon to AT&T.

Timeline of Events:
• Initial Contact: On October 25th, I spoke with Cassie, who offered a $70 reduction on my DirecTV bill, two mobile lines at $44 each, a 20% discount on internet service, and a protection package at $16 per phone. I was also promised a $215 bill credit per line to appear on the second month’s bill. During the call, I was transferred to Violet who reaffirmed the $44 per line pricing and mentioned a $35 activation fee per phone. She assured me I would receive a $200 AT&T gift card to compensate for the activation charges.

• Service Disruption and Follow-up: On Monday October 27th, my Verizon mobile service was disconnected due to the pending switch. During the day, I spent over an hour using my neighbor’s phone and spoke to a representative named Jimmy. He worked behind the scenes to get this corrected and assured me that the issue would be fixed later in the afternoon. This was not the case. The phones had been transferred to ATT but we still had no cell phone coverage.

• Further Follow-up: On October 28th, I went to the local ATT Store to get the problem with our mobile service resolved. After over two hours at the store and speaking to several individuals using the ATT store phone, I was told I could not be verified and had to wait for physical SIM cards.

• Delayed Activation: The SIM cards arrived late Wednesday, October 29th, two days are what was promised. Upon changing the SIM cards, my phones were finally activated that evening — leaving me without mobile service for two full days.

• Billing Discrepancy: Upon checking my bill, I saw charges of $70.99 per line, contrary to the $44 rate I was quoted. When I called to clarify, the representative confirmed the higher rate was correct and hung up when I asked to speak with a manager.

• Service Cancellation: Due to these issues, and especially the fact that I was hung up on, I decided to cancel all affiliation with ATT and transferred my mobile service, Internet and DirectTV service to Spectrum. As it took some time to get the Spectrum internet and TV service hooked up and my cell number transferred, I cancelled my AT&T Internet and DirecTV service on November 7th, ONE day into the new billing cycle. I was told the cancellation would be effective December 6th, but I do not believe I should be charged for the full month.

Desired outcome: Given the misleading pricing, mobile service disruption, and poor customer service I received, I respectfully request:• A prorated bill for my last billing cycle for Internet and DirectTV• A prorated bill for my mobile service

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