To whom it may concern,
As a current and longtime loyal customer, I have had it with customer services reps who don't know what they are doing, making unprofessional remarks, and long delays waiting for support. I also find it completely out of touch that there isn't a "Contact us here for support feedback” email or message link on any of AT&T's homepages to provide customer feedback on questions and support issues with any of AT&T's services or products.
My experience with AT&T's customer service billing department overall a horrible experience and I'd like to at least let you know so you can improve on it. I had a billing issue where you overcharged my cell phone bill and I had to go through 4 reps, 1 manager, and 2 transfers until I finally was told I was correct that my wireless bill had been double charged for transferring 2 cell phone lines into one account and setting up a cell new plan. The manager I spoke with (Tracy) would not let me speak to the issue I was having, instead she just read of numbers of what cost what and did not look deep enough into the issue and told me there was nothing wrong with my bill. I called back again to get someone who agreed there was an error was told (Liz A) "I will call you back in an hour to get this resolved, you have my word." 2 hours later, I found myself following up with another rep. As a side note, who says to a customer "You have my word" and fails follow through with doing their job?
I did finally reach someone who was on the same page who gave me a credit (Which doesn’t help me since you already took the extra funds) and corrected the issue. (I’ll know for sure on my next bill, I’m sure I will be calling again) Since I was double charged, my bank account suffered a low-balance and I ended up with transfer fees to make up for low balance in my account setting me back a great deal for the remainder of my week financially.
I'm sure no one from AT&T will get back to me on my experience, but overall your customer service needs a major improvement on capturing details and information.
Overall, I will not be a customer for AT&T much longer.