I have been an AT&T customer since wireless service has started , recently we have had an issue when trying to get new phones through your next plan. Let me start from the beginning Labor Day weekend my daughter and son in law wanted to upgrade to new phones we were told that our account was past due so we couldn't get the phones but that information was incorrect we were not past due but we actually overpaid our bill. my wife has automatic payments from our bank to AT&T , the payment had come out that Friday and didn't reflect on our account yet . AT&T employees were slaves to the computer , they told us that they couldn't do anything to help us get those phones that weekend until we paid the amount that was showing in the computer even though we could prove that the bill was overpaid . My wife had $400.00 come out of our account to pay a bill that was in the $300.00 range . So we submitted we paid an additional $260.00 just so they could make the computer give us the ok. how messed up is that. We were told that after Labor Day we could call up an get the overpaid money back $400.00 now. New issue , now we try to get our money back and the rep. Says that it's going to take weeks before we get it back , are you kidding me, it took us 3 minutes to pay you and your telling me it's going to take weeks for you to pay us ? Ok so the only thing your rep can do for us now is to refund us the $260.00 which still leaves us overpaid . Ok fine apply it to the next bill. My wife confirms with the rep . Everything is good now? Because in 10 days iPhone will be announced my husband and I will be upgrading , rep replies your good everything will be fine. Fast forward to 3:00am 9/12/14 , my wife wakes up in the middle of the morning to order our iPhones and she runs in to problems , nothing in the systems gives her an indication of what the problem is . She never gets to sleep that night because of the run around , she needs to get up at 5:30am that morning. That day she calls your customer service again only to find out that your computer is the culprit again , it's now saying that we are past due for a bill that's not due yet. The rep identifies this and tells my wife that she's a manager and that she can't override the computer to resolve the issue but that she is going to put a note in the system and that we should go to an AT&T store and that they will see the note and that they will be able to get our phones for us. So we go to the store on 9/13/14 and the rep there says he sees the note but there is nothing that they can do because of the computer wow you guys really are slaves to the computer ,it's a sad day when humans can't tell the computer what to do but instead the computer is now dictating and calling the shots , really messed up! Now it is Sunday mine and my wife's only day to rest and guess who my wife was on the phone with all morning and to no avail nothing has been done , so now I'm writing this letter in hopes that there is somebody who works at AT&T who is not oppressed by a computer , somebody who can actually tell the computer what to do. I'm at my wits end here and this is my last attempt at continuing to do business with AT&T . I have had verizon fios for years and they have continued to get me to change my cell service for years and we never did because we have always had great service from AT&T . It's so sad that some company's get so big that they can't properly service their customers anymore, I guess loyalty means nothing anymore.
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