After being a laoyal AT & T wireless customers with 5 lines for 13 years, My husband and I were told by Manager Marcus *** " AT & T doesn't care how long you have been a customer ". In the past year AT&T's customer service has been absolutely horrible. Last nights conversation with Manager Marcus *** was however the last straw for us. In the past year, I was convinced it would be "better for me " to give up my unlimited plan I was grandfather claused into an switch to the AT & T next plan. Worst mistake I ever made. At this ame time, I was upgrading my daughter phone to the new iphone 6 and offered another " wonderful promotion". A FREE tablet. When I explained we owned 5 ipads & didn't need a 6th tablet the representative was relentless in what a great deal this FREE tablet was. Since Christmas was a month away, he suggested I give it to someone as a gift. I thought maybe it would be good for my younger daughter whose ipad didn't have data capabilities. It wasn't until My bill arrived that we realized the tablet of course was NOT Free. So when I tried to return it after recieving this information on our bill, I was told it was past 14 days & Could Not be returned! My Only options is to pay a $175. ETF for it or continue pay a monthly fee for a tablet that just sits in a box. Swindled again, our bill has almost tripled since i switched to the " much better next plan " .Than we were suddenly hit with 11consecutive data overage charges!! I called AT&T to try and find out what was going on. The representative agreed based on our history something was definitely not right. He suggested checking on my at&t app which line may be causing the overages which we found was my daughters line. He than said to take her phone to the AT&T store to have a tech look at it & make sure nothing was wrong with the phone. At our very busy local AT & T store it took over 45 minutes of trying to explain this to the AT & T greeter/ appt. maker who patronized me by continuously laughing at me & telling me " this is what teenagers do, we get parents like YOU all the time " I am a very educated woman, with a Bachelor of Science in Legal Studies and a Masters in Education. I do not appreciate when people are rude and feel the need to talk down to me. Luckly, a AT & T technichian had enough sense to wlak over & ask me how he could help. With in seconds he looked at my daughters phone & said the problem was her phone was NOT connecting to the internet! Which was why we were having this sudden surge of data use & overages. He said to take the phone home back up all her photos etc. than update her phone to the most current apple software and see if this fixed the problem. If it didn't, we would need to take the phone to apple. He than connected us with a very nice costomer service representative over the phone who could assit us in a refund of these charges. She explained she was immediately refunding us for the current overage charges but that we would have to call back after our billing cycle ended to recieve the addinal refunds, because until the cycle ended and the phone was fixed additional charges were still going to occur. She said she would note this on our account so we would have NO problems when we called back.When we called after our billing cycle ended we had nothing but problems! The customer service representative said the notes weren't clear and the best she could do is refund us $25. out the $75 in charges. I said I didn't feel that was my fault & shouldn't cost me $50. Mind you our bill is $300. + a mo. She said her hands were tied & asked if we would like to speak with supervisor or manager. I said, " please, if you think that would help." The Manager Marcus Lee, was immediately rude. He said, " the refund you recieved had nothing to do with your daughters phone not working, it was a one time courtesy " he went on to say " I believe you are making up this story, it isn't noted anywhere in the acct. a AT & T technician said this or ever even looked at the phone. " My husband & I were both on the line. My husband said why after 10 plus years with AT & T would we lie over $75. and make up such a elaborate story ?" Mr. *** than stated, " I don't care how long you have been a AT & T customer, it was a one time courtesy & that's it. " I replied, " thats nice, I am a liar and you don't care how long we've been loyal customers ? " Than can you please give us the $25. refund and we will try and speak with the AT& T technician who previously helped us." Mr. *** than said, " the $25. credit previously offered to you I don't see as valid. So you will not be getting ANY refunds or credits and I will make sure to note this clearly in your Acct." We than hung up & agreed our family no longer in any way shape or form wants to continue doing business with AT & T. As Business owners ourselves, this kind of customer service is just unacceptable. We have spoken to Sprint who was extremely helpful and pleasant to deal with. We have decided to pay the ETF on the useless tablet, cancell the other 2 lines & port our numbers over. Change our AT & T plan for the remaining 2 lines who have phone installments on them. As soon as we can pay the installments on the 2 lines off we will be completely DONE with AT & T. So, Thank you Mr. Marcus Lee for forcing us to look else where for a better company who cares about customer loyailty.
After 13 years, goodbye & good riddance AT & T