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K

New Member

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3 Messages

Monday, September 28th, 2020 9:21 PM

Angry veteran needs this problem solved

To whoever will elevate this complaint to an appropriate AT&T customer representative who can actually solve this problem. 
 
I have had an extremely frustrating time transferring my phone number and service to AT&T. Here is a detailed explanation of what my ultimate goal is, what has happened up until this point, and how I would like the issue to be resolved and by when. 
 
Ultimate Goal:
1) I have a fully functioning cell phone with a new phone number OR my old Verizon number Google pixel 4 activated today, 9/28.
2) My family plan established
3) The 25% off military discount applied to my account and all of our services.
4) Each phone has an unlimited extra plan at $38 per month for 3 lines. 
5) I get to keep the Google Pixel 4 that I have, with an AT&T payment plan of $5 per month with no phone insurance. 
 
I choose to switch from a Verizon plan to an AT&T plan to save money on the phone and on the family plan.... and this has been a colossal waste of time.
 
I started this process on Sept 9th with my first call to AT&T and Verizon. So, it has been two weeks now that this situation HAS NOT been resolved, I have been in almost three weeks going to different AT&T stores AND on the phone with customer service between 5 - 10 different times attempting to get this issue resolved. I am extremely disappointed in my AT&T service until this point and expect to have this issue not only be resolved to my satisfaction, but also have it resolved today, and be compensated on my new account for the ridiculous amount of time, energy, and money I have wasted on this process. 
 
Here is a log of what has happened so far: 
 
1) I placed an online order at  att.com to "add a line" to an existing family plan. I ordered the Google Pixel 4 using the $5 per month promotion, and asked to pick up in store where I live.

 

2) I then called AT&T the next day to confirm the address that the phone was being sent to, because the website didn't seem to save that I wanted to pick up in store. 
 
3) After speaking to the representative, she said that the phone was being sent to the address on file instead of pick up in store like I had requested. 
 
4) This representative canceled my order completely, said that we would get a refund. 
 
5) On Sept 15th, my partner got an email that said her order has shipped. We were both confused because we had canceled that order. 
 
6) One visit to the AT&T store where they found out that my old phone number was not able to be transferred for some reason and I was told to "wait a few days for the system to update" and have my number available again. 
 
7) More calls to customer service, still not resolved. One representative told me that this was what I needed to do:
  • Have my partner mail me the Google Pixel 4 that she has in Oakland back to AT&T. I pick up a new phone in a store.  (I did not do this option, because there were no good pixel 4s in stock at any of the stores or online, and I had bought a case already) 
OR
  • Have my partner mail the phone to me and we would activate that one.
 
8) I went into an AT&T store in South Carolina where I sat for an hour with no solution to my issue, they had no Google pixel in stock and could not resolve my issue. We decided to mail the phone to me, so I can have this resolved by my sister's wedding on 9/25.
 
9) Once I received the Google Pixel 4 in South Carolina on 9/23, I attempted to activate the phone online, and ran into this error: 

ACT107 : Looks like there aren't any numbers eligible for activation on the associated account.
  • For help, call us at (Edited per community guidelines).
  • If you're activating an insurance replacement device, call us at (Edited per community guidelines).
  • If you're activating a device purchased from a retail partner and a new, unused SIM card, go to att.com/activate, or call us at 800.331.0500.
 
10) On 9/23, I called AT&T, was on the phone for 1.5 hours, transferred between the customer care department, over to activation, over to the port transfer department, back to customer care where I stayed for 40 minutes. They were very nice, and DID NOT resolve this issue. Then they said they would call me back, and it has now been a day and a half and I HAVE NOT received a call back.
 
11) My partner called on Thursday, 9/24th. Customer service said that they would submit some sort of ticket to allow my old verizon number to be transferred over, and that they would call back on monday. Monday is today and neither of us has received a call back. 
 
Here we are, I have a Google Pixel 4 from At&T that is presumably connected to my old phone number, although it also is not activated.
 
Money Spent so far:
Phone case cost:  $39.98
Overnight shipping: $60.40
Downpayment for Google Pixel 4 paid to AT&T: $70
Bought bluetooth headphones aprox. $100
 
Time Spent in AT&T stores and on the line with customer service: 
At least 10 -15 hours.
 
Please elevate this complaint to an appropriate AT&T customer representative who can actually solve this problem. 
 
Constructive

Employee

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30.4K Messages

2 years ago

This is a customer populated forum not At&t. They won’t see your post

Robort999

New Member

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75 Messages

2 years ago

no offence but don't seems so that it would be solved

New Member

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3 Messages

2 years ago

Good luck getting help. Att is not what it used to be. I was having trouble with my  landline and internet for days. I called it to report it and the computer trouble shooter is worthless. It tries to scare you off by warning you of a $85. dispatch charge. Then if you lucky it transfers you to a call center in Jamaica. They try to test your line. They get disconnected and you have to call back and start over with the robot. This happens 2 more times before getting to talk the someone in the USA. While testing she drops the connection. I Called back and go through the whole process again. This time the USA rep warns of an $95 dollar dispatch charge. She tests the line and finally agrees to dispatch a human in 4 days!! I like a fool I pay for this service. I should charge ATT for my time and aggravation trying to report and outage$

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