I have been promised on three separate occasions (after an hour long phone call each time) that I would receive a phone call back from them in a day or the same day and on three separate occasions I have heard nothing for days resulting in me having to call back.
My Mom who was using a line of my phone didn't realize that I had used her phone for a contract and ported her line out to Verizon - even though she wasn't an authorized account hold she knew the last four numbers of my social security number and they released her line without my knowledge only to stick me with a $185 early termination fee.
I called initially on the week of January 12, 2015. I went through about 5 different customer service representatives who all told me that there was nothing I could do but pay the fee. I finally got a manager who said that if I re-sign up a line they could transfer over the existing contract (which is up in October) instead of forcing me to pay the $185. They connected me with set-up I created a new line and they told me they would call me in 24 hours. I got no response and finally called on January 21.
On January 21st I again went through 2 or 3 levels of customer service in which they explained to me that I didn't authorize my line to be set up before they could move my contract over to the new line. If I did that, then they could continue with the process. They helped me authorize my new line and then told me they would call me within 24 hours to tell me what the next step is. I again, got no response, so I called again on January 27.
On January 27th - I called in the morning explained how I kept getting passed around and got zero follow through and how what I was experiencing was terrible customer service. I have been a customer for 8+ years and this is unacceptable. The gentleman was very nice, apologized to me, told me that it was a unique request and it was taking some extra time. He assured me that he would follow up, figure out how much longer it would take to process, and call me no matter what that day. Guess what? No phone calls on January 27th "that day" and still no phone call today, January 28th.
By far the most disrespectful, horrific customer service experience of my life. No matter what I will not be renewing any contracts with AT&T when they are up. Thanks a lot AT&T way to treat customers of 8+ years. Beyond disgusting. It is one thing to be busy and unsure how to resolve an issue, but to blatently lie and say you'll follow up and call and not doing it within a reasonable time frame is just beyond messed up. They are ignoring me - it is ridiculous and unacceptable.