Unfortunately, I have gotten to the point of giving up on ATT but I definitely think this is worth sharing with everyone.
I have had one of the worst customer service experiences in my life with the team at ATT. This happened on multiple levels which started with my experience with the social media team.
On September 4th I reached out to the social media team for wireless billing help. I was initially trying to merge a separate account that my wife had with my main account. Essentially, I was paying 2 separate bills each month which was proving to be a little expensive. I reached out to figure out what options I have with merging the accounts and possibly earning some kind of discount on the extra line. I was able to speak to someone from the team who laid out a couple options for me but she had to check to see if this was doable. The person gave me their number to call them back once I figured out the direction I wanted to go. I let the person know that I would be calling back later that evening so we could wrap this up as I needed to get it taken care.
I called back twice on the 4th and left a voicemail
I left another voicemail on the 11th
I left another voicemail on the 15th
On September 22nd, I sent another message to the social media team to have a manager reach out to me. On September 23rd, the same person who I spoke to on September 4th left me a voicemail that essentially said “Hey I tried to reach out to you on September 4th, do you still need help?” This absolutely blew me away as I had tried to reach out to the person multiple times.
At this point I reached out to the office of the president. On September 24th I spoke to a gentleman named Tom. To my surprise Tom wasn’t very apologetic although did seem like he would come up with a solution. He said he had to look into some things and would call me back. At this point I was not surprised that I didn’t hear back from him. I left him a message 3 days after I first spoke to him and that didn’t warrant a call back either.
At this point it was just comical. I called one last number of AT&T that I had on September 30th, I spoke to a person who worked in Uverse but not wireless. This person let me know he was going to get my information to a main contact on wireless and that they would call me back ASAP.
SHOCKING …. No call back.
Now I have given up. Surprisingly enough I received a text message survey regarding my first interaction with social media which I promptly gave the lowest score possible.
This actually warranted a call back from the team who handles surveys. The gentlemen I spoke to was nice enough to waive a couple of activation fees but really didn’t solve my underlying problem.
He had let me know that I could go on the website to merge my accounts and find everything I needed on their so I didn’t occur an $18 transfer charge. I was told that I would receive a text with how to make this happen. The text never came so I dug around on the website to find a link to make this change. I don’t believe this will do what I need it to do as it appears that it will just put my wife’s phone under my name without merging the accounts as intended. It also has another $18 fee.
I have been a wireless customer with AT&T for over 15 years. I have reached my breaking point and will be researching other offerings from the competitors. Luckily enough these competitors are willing to pay out my contract with you guys and are eager to win my business.
I figured the team at AT&T would bend over backwards to help a “premier” customer figure out a solution. I guess this just isn’t the case with AT&T anymore.