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Amanda8322's profile

New Member

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4 Messages

Wednesday, January 25th, 2023 9:54 PM

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I ordered a phone on AT&T’s website choose a authorized retailer location for a pick up the next day in November 2022. I did not open the box there. I set up a myAT&T app did not require or have that in the set up to establish a pin my service doesn’t work when I get home and unboxed the phone did troubleshooting on AT&T website attempted to reset a pin that I did not establish and three times I tried with the verify text code sent to my phone numbers I entered correctly said was invalid so I proceeded to call customer service several times getting nowhere that I have to go verify my identity because I don’t know the pin number that was set up with this account that I never set up. I called 4 hours later to AT&T customer service after about 20 minutes going back and forth representative she says the only thing I can do is activate the phone provide me with the sim even though you don’t know the pin that was established never established a and she activated it I verify myself the next day in store, my phone does not get calls text a lot the data is being used too much 3 different account numbers associated with my information fraud department assures me that the are not active and will be removed myAT&T app and online says do we have the correct contact information since opening account customer service assured me it was fixed it’s not when I am trying to view information and see more options choose primary with my phone number and device listed under group one a error message occurs that I do not have an active AT&T wireless account but I’m logged into my account while I’m trying to do this a lot of my talk logs say shared plan I call customer service, January 2023 and request a new Sim card he wanted to provide a eSIM I said I don’t wanna do that. I want a new physical Sim card so he sends me the one time pin. However, I receive 3 text exact same time with three different pin numbers, I say I need a new pin sent because I’m not comfortable with the 3 text with three different pin numbers request another one time pin only and that is one and one pin so we proceed and he places the order Sim card i get a alert the next day with a tracking number for 5 days the tracking number says item shipped but unable to provide updates, so I proceed to call again I have another Sim card ordered due to the issue and have that one canceled even though the persons telling me rest assured it has been shipped been sent but the tracking number tracking number is still in the same message and I had to say tell him several times I want a new SIM card sent he ordered a new sim tracking number that evening and was delivered two days I activate the sim a week later the the first SIM card ordered is delivered it I do not open it and still have it I get an email shortly after to a email that has never been associated with my AT&T account that I only use for college it’s from AT&T I don’t click on it but it tells me thank you for updating your contact information and your billing information and it says the last four digits of an account number I don’t know I’ve only had one AT&T account in my life that was opened in November 2022. This is my last resort to reach out to AT&T so this can be addressed and handled by corporate AT&T customer relations department because of the severity of this situation, I can not and will have this unresolved anymore I will file a complaint with the FCC and all other entities that oversee telecommunications consumer protection and complaints. Thank you kindly

ACE - Expert

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64.7K Messages

1 year ago

Your post is very unreadable. I gave up trying to read. Paragraphs and punctuation would help.

New Member

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4 Messages

1 year ago

Thank you for your time to attempt to read it I tried to be as understandable as I could I do not know appropriate paragraph and punctuation placement 

ACE - Expert

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35.1K Messages

1 year ago

End complete statements, sentences, with a period.  Group closely related sentences (typically around 5) in paragraphs, which you separate from each other by hitting the Enter key twice in succession (creating white space).  Without periods, it's very hard to break the stream of words into their components and understand them.  Without paragraph breaks, it's hard to hold your place as you read through it.

That's a lot of text, and a lot of detail, and I really lost track of you after about 4 lines myself.

Community Support

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231.5K Messages

1 year ago

Hello, @Amanda8322! We want to help with your concerns.

 

Let's meet in a Direct Message to further discuss your options. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). 

 

Look forward to chatting with you soon!

 

Rachel, AT&T Community Specialist

New Member

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4 Messages

1 year ago

I do apologize that my previous post was very mumble jumbled I hope I explained better. I ordered a phone on AT&T’s website picked it up the next day signed the paperwork and open the new phone at home and follow step by step directions for a myAT&T account but I did not set a account pin only required to verify my email address take the phone off Wi-Fi service did not work. I started troubleshooting steps on myAT&T to try to fix no service issue it asked for a account pin I didn’t make or know I chose the one time pin text verification to reset the account pin 3 times and a error saying invalid one time pin and I entered the one time pin correct 3 times. I call customer service two times with we can’t help you without a account pin that I need to verify my identity in store to reset the account pin all stores were closed at this time. I called 4 hours later to AT&T customer service hoping to get my service to work with a AT&T representative and told I needed a correct account pin to do anything I went back and forth with her for about 20 minutes then she says okay all I can do is activate the phone provide me with the imei number and sim number and verify the phone number successfully I have service the representative said I still have verify myself in store to reset the account pin, an I did go in-store a successfully reset the account pin. I do not get a lot of calls or texts voicemails that people have said yes I called left a voicemail or sent a text and have had these issues done with the person right there so I could confirm that my phone isn’t working properly the data usage seems too high for one phone. I find out there are 3 different accounts in my name speak with AT&T fraud department they assures me that the are not active and will be removed.  When logged into myAT&T there is alway a message displayed do we have the correct information to contact you and I try to view more wireless add on options on myAT&T says select a device to get started w group 1 and under I click a box that says primary and my phone number and type of device I press continue and a error message occurs oops without an active wireless account, your not eligible for theses add-ons. My call logs display SDDV by numbers a lot. I call customer service January 2023 to request a new Sim card the representative wanted to provide a eSIM and said I want a new physical Sim he says I need to send a one time pin verification text I receive 3 verification text at the exact time with different one time verification PIN numbers, I tell the gentleman can you please send a new one I am uncomfortable reading the ones that came through. He did send another one time pin verification code just I received 1 so we proceeded with ordering a new SIM card, I get any mail from AT&T with a tracking number the next day for five days that tracking number displayed shipped, but unable to provide any details right now, and will as soon as they become available, so I called AT&T customer service and explain the situation and that I want a new SIM card sent The representative proceeded to say rest assured the Sim card has been shipped and We don’t need to order a new one. It will be there. I told him I would like a new SIM card ordered please and the first SIM card order canceled representative ordered a new SIM card and I got a email with a new order number and new tracking number that evening and it was delivered in two days I I called customer service have the new Sim card activated, my service is still very iffy. I was hoping that would fix the situation a week later the first Sim card order was delivered still have that unopened package, I get an email shortly after the package was delivered to a email of mine that is not associated with my AT&T account, the email is from AT&T and says me thank you for updating your contact information and your billing information with the last four digits of account that is incorrect. I have had one AT&T account in my life I opened in November 2022. This is my last resort to reach out to AT&T so this can be addressed and handled by corporate AT&T customer relations department because of everything that has happened and I have already did remote access troubleshooting with AT&T technical support in November but I feel as though too many incidents and red flags something is not right and I can not and will have this unresolved anymore I will file a complaint with the FCC and all other entities that oversee telecommunications consumer protection and complaints. Thank you kindly

New Member

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4 Messages

1 year ago

I know it’s a lot of detail and I do apologize for the first post I didn’t proof read it and just verify frustrated 

ACE - Sage

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117.1K Messages

1 year ago

I'm guessing you use speech to text, which I use all the time. But I wish you had read and edited.

It's very difficult to understand exactly what your problem is.

FYI, every service provider requires you have an alphanumeric password set on your account and a security PIN code.  Security PIN codes are set up when you open your account. You may have forgotten it, but it did exist.

AT&T also now requires two-factor Authentication. This means that when you try to log into your account online they will send you a one-time PIN code. 

This is SOP with most online accounts. 

I can't tell if you bought prepaid or postpaid service?

Postpaid uses myATT, prepaid uses the paygonline website.

I'm assuming you have postpaid service and that you possibly are getting a discount because you entered your college email address.  This would be why your college email address is being used in connection with your service

You should know what your account number is, it's printed at the top right corner of your postpaid bill online in myATT.  Communications from AT&T will contain the last four digits of your account number. 

It seems pretty clear You're Expecting AT&T to know what's going on, but you have to know what's going on too. 

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