I have had a terrible time with customer service lately especially with one manager, Rosie O , in the Orlando office. Back in June I was away on vacation when my online account was hacked allowing fraudulent payments to be made. As a result, the hackers were able to transfer my service to their new phones leaving my husband and I without cell phones (and gps)while on vacation. Because my mom is the account holder and I am just an authorized user, ATT's fraud department would not speak to me regarding the issue. We also could not receive new SIM cards without my mother. I called my mom in a panic since we would have some issues getting home without our gps. My mom called the fraud department and then had to go to an att store in person and give consent for me to go to a local store and get new SIM cards. A police report was filed upon my return and the fraud department did provide us with documentation. The next billing period I had a large credit on my account bc of the fraudulent payments. I called customer service to let them know that I should have to pay my bill since those payments were not made by me. I was told to not make a payment until the issue has been resolved. I explained that I didn't want to end up with a huge bill in the end and I was reassured that we would be able to work out a payment arrangement if needed. Yesterday, my bill was up to $770. Without panicking bc I knew that I had questioned the credits previously, I called customer service to make payment arrangements. The first representative I spoke with had no idea of any fraudulent activity and believed all the returned payments were made by me! I was furious! How could there not be any kind of documentation of fraudulent activity on my account? That was strike one. It's bad enough that att allowed a hacker to receive phones in my name but now they have no record of it?? So I asked to speak with a manager about the issue. Rosie then answered the call. She was extremely rude and unprofessional about the situation. She told me that I still should of made payments regardless of the huge credit and customer service telling me not to. She said, "If I had a bill, I would have paid it." What?! I called and spoke to representatives who told me to wait until the issue was settled and that a payment arrangement could be made. I admit I was emotional because I knew I couldn't make such a large payment in a short amount of time. She told me I had to pay at least $452 immediately or my service would be suspended. I told her that it would have to be suspended then. I also went on to say that once I could pay the balance I am going to cancel my service and go elsewhere. She then was able to miraculously give me the payment arrangement I was promised. In addition to all this frustration, a block was put on my account so that I could not make payments with a check online or over the phone. Rosie told me the block would be lifted by noon today and that I could make my first payment after that. Today the block was still there. When I called customer service, the first rep told me she did not understand why I would be promised that this block could be lifted since that was not normal protocol. Again I was shocked to realize there wasn't any notes on my account explaining the situation. I was transferred to a manager who was very polite and explained that an email had to be sent to the treasury department in order for the block to be removed and that it could take a few days if it is even approved. I explained to her my frustration bc of the promise I received from Rosie and she told me that Rosie didn't even send the request for the block to be removed! I was on the phone with Rosie for over a half hour and she still couldn't provide customer satisfaction. I deal with the public all the time as a nursing supervisor at a large city hospital. I deal with upset patients and family members regularly and I would never dare speak to any of them the way Rosie spoke to me. She was condescending and unprofessional. I asked to speak with her again today and I learned that she is from the Orlando office and I was on the line with a woman in Texas. ATT will most definitely lose me as a customer as soon as my account is up to date. I am extremely frustrated, angry and disappointed with ATT's customer service. I have been a customer for 16 years and have never had a returned payment... Don't they take loyalty into consideration? I'm so over ATT and their terrible customer service.
[edited for privacy – please do not post personal information]