AT&T, when you're done destroying my new personal S21 Ultra, would you please fix it?
My personal Samsung Galaxy S21 Ultra is brand new. I purchased it March 5. Activated the line mid-February 2021. On March 19th I was on my phone. I noticed an ATT OTA update. Not unusual for software updates to be performed remotely by carrier to a customer's phone. But as I watched this happen, I noticed that it was not a good thing. First a notification appeared saying (not verbatim) "AT&T updating in the background". Then the phone shut off. It came back on. Next the Samsung device wellbeing app crashed. Thats the app that controls the blue light filter. This caused my screen to dim very dark brown and get very hot. It was at that point the phone restarted a second time. From that point on it was a whole new animal! A second "Android Setup" appeared and was running. By second I mean, other than the Android Setup already on my phone that came preloaded. This new Android Setup performed several updates. Added Device Policy apps. Something caused my personal data to separate. My personal account was separated into "work" and and "personal" profiles....But I don't have an employer and I don't own a business. ALL of the data that separated was my personal data. Permissions manager disallows me to manage settings. They are grayed out. I cannot change anything and I can't factory reset to remove the software. I've tried. Since March 19th, I've learned that all Enterprise mobile device management is built that way on purpose. So it cannot be removed. I can not tell the difference between apps that are supposed to be on my S21 and apps that were put there by this update. even if I could tell the difference they can't be uninstalled. Like I said, I'm just a residential wireless customer and this has been done by mistake. I don't care how unbelievable this is to you. I've been told no less than 20 times this is never happened before. Well its happened!! I'm so tired of explaining this problem. somehow I'm responsible for convincing each AT&T employee that I'm telling the truth. It's like I've been pleading my case infront of a jury to decide! March 19 ATT ruined my phone and violated my personal account and data. The software wiped out at least 200Gb of my personal data that was on the phone when this happened. The ATT setup process took a long time on my phone. I've never seen this being set up before but I would guess it took much longer than if it had been a company phone. As more software was running, the phone was freezing. It restarted a second time, which I suspect happened in error. From that second autorestart ATT program called "IMS service" didn't stop running. A message that Android security enhancements had been added. Also I noticed that Samsung Knox security enterprise mobile device management software was newly added. Since around the 22nd of March, I have been locked out of all my ATT preloaded apps. I don't receive calls sometimes. I can not access my ATT profile or wireless account online. This software doesn't permit me to do much at all really. ATT has made a huge mistake by remotely reconfiguring my phone with this secure enterprise software. I'm unable to change any settings on my personal phone and I can't get their help to make this right. reps hang up on me they argue with me and they accuse me of making it up. This is an expensive nightmare. ATT residential wireless was a huge and expensive mistake. If that's not bad enough, They've added on a third mystery wireless line that doesn't belong to our family and they're charging me for that unused service too. I've been hung up on tons of times since March 19... Four times since yesterday. The AT&T supervisor "aj2zn4" I just spoke with accused me of fraud and was very clear her thoughts that I did this to myself. And then hung up on me. Just fyi, we customers choose to hold for 45 mins to speak to a rep. When you hang up on me, and I keep calling back, that is because I am desperate. No one would ever hold for 20 minutes and do it four times in a row if they're just "making it up". Only people like me who are desperately trying to get help would do something so insane as continue calling ATT support. I've been PLEADING with every rep I speak to lately "please don't hang up!". Only a few haven't. Most have - all three supervisors have hung up on me. I've been to the ATT store. I've called ATT Business as a residential customer. I've chatted with protech support. I've talked to ATT tech support, and ATT wireless service, and ATT wireless account services, and ProTech. I've even done that thing where they look at your screen and try to help you. I haven't stopped working to get ahold of someone at ATT about rolling back this mobile device management enterprise software for nearly three weeks. I'm ready to give up. I'm paying for the phone, Protect Advantage insurance, a personal cloud, call protect plus, and Signature Elite plan. None of that matters and ATT doesn't CARE. I probably hold a record for number of reps and Supervisors to hangup on a customer....And that's not because I'm beligerant. The hang ups happen to me the moment after I say I'd like my issue to be escalated. At this point my only choice is find a way to turn off autopay? I don't know what other choice there is for me.