First, understand that I am a long time AT&T customer for wireless and have never had billing issues. Several months back I visited the local AT&T store and needed to cancel one line and they convinced me to convert my other lines (three) to their new program. Program is great, good value and covers all my lines. My bill is actually lower overall, that part is great.
Here was the problem. Instead of canceelling the inactive line they suspended the line. When they did that it became responsible for the old AT&T program ($100/month). So now I am being billed for two programs.
Once I realized the problem, I went back to the store and was informed that they could not issue a credit and would need to call AT&T Customer Service. Okay, they were nice enough to call from the store and I spent the next 30 minutes on the phone explaining their mistake and the issue. At the end of 30 minutes, I was informed by the CS lady that she could not issue a credit that large and would need to transfer me. Fine, transfer me she did. I was sent to AT&T in South America. Huge language barrier and we finally realized they could not help me and hung up.
I looked at the clerk in the store and said "What now?". Understanding my fristration, they wrote down my info and said that the person that sold me the phone (and started the problem with the old line) would be back in the store next week and they would have him issue the credits. The person that sold me the phone was their local AT&T rep and so he is actually an AT&T employee, not a store clerk. Sounds good, problem solved. RIght?
Well I wait a few weeks and still no credit. Back to the store. Have them call this guy and give my return info but still no call back. No resolution. At this point my credit owed is approaching $300. Remember, $100 per month.
I decide to go online and use their chat service. Folks are friendly enough but from Sep 3 until this morning I have had four different "chats". Eqach person promised me the same thing, we see the problem and will fix it. I am including at the end of this message the transcript from the first call. As you will see, it was very clear what needed to happen.
Long story short, I had to talk with at least eight different people, probably at least eight hours of my time and each person I contacted could have fixed my problem but they did not.
Notice I had a case number from the very first "chat" so I would not know another way to elevate my concern.
As my title states, this is TERRIBLE CUSTOMER SERVICE. How can it possibly take this many employees and different interactions to fix one issue? I think most folks would have simply given up and lost the credit but this was very personal and in the end I was owed $371 in credit which I have now received. No apology for the continued broken promises. No compensation for all of my time invested to fix their error. No concern at all that it took repeated calls and inquiries simply to get them to do the right thing.
Not a bitter customer, just extremely disappointed in AT&T's lack of concern. Bear in mind as you read this that the promise made was not kept and the same conversation happened three more times (three different representatives) until this morning when I recevied all credits due.
Here is the initial transcript:
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Jesus Gomez '
Jesus **** : Hi Rick! I can assist with the cancellation concern.
Rick: Thank you
Jesus **** : Let me check the account
Jesus **** : Just checking the notes
Rick: no problem
Jesus **** : Thank you
Jesus **** : It was that amount as it was assigned as the main line then, if cancelled another line will carry The $60 amount for the plan & $30 for texting & account will be $9.99 less Rick
Jesus **** : So the $101 was fairly generous
Rick: The line should have been cancelled altogether along with that plan. I was already on another plan at the time.
Jesus **** : I see, let me check further
Jesus **** : Thank you for pointing that out
Rick: For your background, I made all of these moves on the same day. I set a new plan (at the endcouragement of AT&T rep) and had them cancel this line because it was no longer in use. You can check that for yourself as well.
Jesus **** : You are correct Rick, the plan was changed
Jesus **** : **** was just put on suspension
Jesus **** : And so was charged for a different plan
Rick: Correct, that was the mistake made by the rep, it should have been cancelled (as it is now).
Jesus **** : Let me adjust that
Jesus **** : The $270 is more than what we can adjust so will take a bit of a while for it to reflect on the system but definitely will be adjusted
Rick: Okay. Will I see it at one time or over a few months? Just want to know what to look for...
Jesus **** : Just a couple of days Rick
Rick: That will be fine. Thank you for your help.
Jesus **** : Doing that now
Jesus **** : **** is the case number
Jesus **** : Resolution date is on or before the 5th
Jesus **** : DOne Rick, please click on billing & usage'
Rick: Thank you
Jesus **** : Pleasure! Anything for a friend!
Rick: Have a great day Jesus!
Jesus **** : You as well! Bye!
Your AT&T representative has closed the chat session.