Soooooo.. Where to begin? I have been a customer of AT&T wireless, U-Verse and landline service products for over 13 years I fork over a lot of money to you guys. In the last 2 years I have had the worst nightmare with phones and service that I have ever experienced in my life. I upgraded my phone to the HTC One M7 and was utterly disappointed that it didn't work properly and was replaced by your warranty department 4 times before I called and literally almost cancelled before I was offered and upgrade and a few incentives to stay. After that experience I received a Samsung Galaxy Note 3 which I paid for, 300 bucks worth, which gave me issues and again was sent in for warranty repair swap multiple times including one time where i was billed for the phone even though your company received it, mind you I had to do the tracking for it and be the responsible party and provide the rep with the tracking number. Eventually your company owned up to the mistake and credited me back the 650 bucks I was billed for the phone because someone didn't know how to receive a phone.
Here we are now in November and I go to online chat to get a credit that my company discount states I should receive for not paying an upgrade fee to pay 700 bucks for an iPhone 6 Plus and the rep tells me that "And I am terribly sorry and once we tried to place the waiver through we are seeing a case was created due to the account reaching the Maximum credit amount :*( No worries we see the case number [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.] has been sent out to our specialty team who will also review and see the company discount to have this removed no later then 11/10/14.
Here's my question why is my account now at the maximum amount it can be credited? No offense but until I started receiving screwy phones and poor service I was the model customer. I never called you guys for anything credits, or even questions. So now because you guys have had a bad couple of years I have to jump through hoops for you. This is no way to treat a good customer and I would love to know an explanation as to why accounts can go into statuses like this where now everything I do or every time I call I need to jump through hoops and usually get met with a brick wall.
If this is what is going to continue to happen and I don't receive that type of Customer Service that I expect for the money I pay. AT&T may be losing another customer to the competition.