I've been going through THE worst customer service experience of my life this week with ATT. Long story short: ATT cancelled an order for an upgrade for no good reason (possible fraud, they say) although they had already pulled the taxes out of my bank account. This was supposed to be a Christmas present. No one contacted me by text, email or phone to tell me the order had been cancelled or that there was suspected "fraud" on the account. No one in customer service, fraud, or retention will do the right thing and correct the situation. To compound the situation, it is almost impossible to get anyone on the phone to discuss the problem! I have been a customer for 25 years or more and I can't tell you how enraged this has made me. Everyone on this forum and in the ATT social media department talk a good game but they can't back it up. In fact, no one at ATT seems to want to really help. To top it all off, I got an email solicitation today telling me ATT will provide next day shipping if I place an order by Dec. 21. Last night, several agents told me that ATT does not provide such a service. Utter and total customer service disaster. But you know what? ATT doesn't care. They know the plans are so confusing that most people will just shrug and keep on keeping on, no matter how badly ATT treats them.
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