First off, I have been with AT&T for over 15 years and have followed them through many company changes and never thought about changing wireless service. That may just change.
Last night I was having problems with my Iphone 6 in "searching" mode and couldnt use my phone whatsoever so I used my son's phone to call in to make a payment. Normally I always use the mobile app to make my payments but my phone was out of commission. I called *729 from his phone and got the prompts to make a payment. In doing so, i proceeded to enter my credit card number but then it said it couldnt find it so it asked me again, but before I could do anything the automated voice said it was transferring me to a rep. And here we go.
I was connected to Juan (or John) Rodriguez in the Finance dept and told him what was going on. The first sign I knew this was going downhill is the fact that he was laughing. YES! Laughing. At what?? Who knows but yes, he was laughing, chuckling, giggling ... all the same. I overlooked that and proceeded with my question again about the payments and there it went again, the laughter! I didnt think my question was funny at all. All I wanted to do was make a payment. He proceeded to give me my options about making payments and that he could take my payment, but there would be a phone charge of $5. I said, “Really?!!” .... he then giggled .... AGAIN!!!! By this time I was pretty irritated that he kept giggling because I did not find anything to be funny at all!! With so many outsourcing going on, I asked him if he was contracted with AT&T and he said he was .........followed by yet more chuckling! OMG! Im heated by this time. I asked if he had a supervisor and for him to transfer me over ... he giggled again and said he did and would transfer me over.
I then got supervisor Jennifer Tan who explained that the rep just transferred me to her without any explanation so I had to repeat everything. I wasnt upset with the phone charge, but what I was extremely upset with was the fact that the customer service rep did nothing but laugh at pretty much everything I asked him. I have never EVER had such rude service, not to mention the fact that I felt so disrespected with speaking to Mr Rodriguez. She then went into detail, after some researching and some assumptions of why I was transferred over to a live representative, as to what may have happened. Ok fine. All I wanted to do was make a payment. She also gave me my options of making a payment online, mobile application, going into the store and via phone but that would be a $5 charge. Um, after the first one made a mockery of me WHY DO I HAVE TO PAY THE PHONE CHARGE??? I understand service fee charges, but after the service I encountered you would think it would be waived as a courtesy. NOPE!!!! I insisted it be waived and after being put on hold for a minute, Ms Tan said she would waive it. Sheesh.
What a joke. I have never felt so disrespected by a rep, ever. Looking into filing a higher complaint with the corporate office.
Last night I was having problems with my Iphone 6 in "searching" mode and couldnt use my phone whatsoever so I used my son's phone to call in to make a payment. Normally I always use the mobile app to make my payments but my phone was out of commission. I called *729 from his phone and got the prompts to make a payment. In doing so, i proceeded to enter my credit card number but then it said it couldnt find it so it asked me again, but before I could do anything the automated voice said it was transferring me to a rep. And here we go.
I was connected to Juan (or John) Rodriguez in the Finance dept and told him what was going on. The first sign I knew this was going downhill is the fact that he was laughing. YES! Laughing. At what?? Who knows but yes, he was laughing, chuckling, giggling ... all the same. I overlooked that and proceeded with my question again about the payments and there it went again, the laughter! I didnt think my question was funny at all. All I wanted to do was make a payment. He proceeded to give me my options about making payments and that he could take my payment, but there would be a phone charge of $5. I said, “Really?!!” .... he then giggled .... AGAIN!!!! By this time I was pretty irritated that he kept giggling because I did not find anything to be funny at all!! With so many outsourcing going on, I asked him if he was contracted with AT&T and he said he was .........followed by yet more chuckling! OMG! Im heated by this time. I asked if he had a supervisor and for him to transfer me over ... he giggled again and said he did and would transfer me over.
I then got supervisor Jennifer Tan who explained that the rep just transferred me to her without any explanation so I had to repeat everything. I wasnt upset with the phone charge, but what I was extremely upset with was the fact that the customer service rep did nothing but laugh at pretty much everything I asked him. I have never EVER had such rude service, not to mention the fact that I felt so disrespected with speaking to Mr Rodriguez. She then went into detail, after some researching and some assumptions of why I was transferred over to a live representative, as to what may have happened. Ok fine. All I wanted to do was make a payment. She also gave me my options of making a payment online, mobile application, going into the store and via phone but that would be a $5 charge. Um, after the first one made a mockery of me WHY DO I HAVE TO PAY THE PHONE CHARGE??? I understand service fee charges, but after the service I encountered you would think it would be waived as a courtesy. NOPE!!!! I insisted it be waived and after being put on hold for a minute, Ms Tan said she would waive it. Sheesh.
What a joke. I have never felt so disrespected by a rep, ever. Looking into filing a higher complaint with the corporate office.