I am really disappointed in AT&T's customer service nowadays. Have been a longtime customer for a while, but a series of mishaps have me really rethinking my decision to stay... I really miss the old days and the quality of CS we used to get from this company.
I received a text only TODAY at college after my mom bought me an iphone 5s as a sendoff present. My mom, the primary holder on the account, apparently would be charged more after upgrading from the mobile share planned (AT&T terms it as "losing a discount")... I suddenly became more aware of why, the past few weeks when we called in to enquire about other services, we were being pressured by the agent on the other end to upgrade. When we asked said customer service agent about the consequences nothing about of the increase in our plan was mentioned. We had expressly asked the friendly agent on the other line about the costs. It wasn't even mentioned a few years back when we decided to switch to the MobileShare plan, nor was it mentioned at the store along with other activation fees. when we went in to buy the phone!
This company is very large and has enough resources to send us a simple text about these changes after we express interest in upgrading... I am left with many questions, wondering why I (not my mom) got this text when my mom is the primary account holder, why the text came so late (after buying the phone rather than when we expressed interest in the upgrade), why the CS representatives on the other end of the line chose to keep their mouth shut when we repeatedly asked about any additional costs and expressly said we could not tolerate any increases in our bill.
I expect more transparency and a better level of service from a company with as many customers as AT&T. Now my family has to deal with the consequences on the other end, and I have to come back from college to deal with the logistics. All said and done, we are just barely hanging on to our contract with AT&T-- very frustrated with this and other billing mishaps that have happened in the past. I don't want to believe it, but I sometimes feel like some CS agents at AT&T are deliberately defrauding their customers by purposefully omitting information, or glossing over it upon being asked. I understand that sales and comissions are important, but if a car salesman can lay out all terms of a contract both verbally and in written form in front of me, why can't AT&T customer service representatives do the same? Really at the end of the rope here... We expect better from you AT&T!!! 