So apparently the most important part of AT&T is not me it's my paycheck. I've had to call into to AT&T on 5 separate occassions concerning my bill and our service, within the last 6 months. That's almost once a month that I've had to call because they jacked up my bill. Their lack of attention to detail is slowly driving me into the arms of T Mobile.
Here's what happened. Two days after Christmas, I hit the road with my wife and two young kids, on a 4 hr drive to our home. I pick up my iPhone to check missed calls and Voice Mails and low and behold I don't have any service. But how can this be, I paid my bill? So I call AT&T and guess what, they never applied my payment. On top of that I was due a credit b/c of something else they jacked up and they didn't apply that either so my bill looked like I was late on everything. All told it was about $200 worth of charges that had been paid or given as credit. So I speak to a supervisor who apologizes over and over again b/c AT&T did screw up. He makes all of the billing right, reactivates our phones and refunds the charge for that. Then, on his own accord, says "I feel horrible that this happened to you and just after Christmas, I'd like to offer you a $10 discount." I chuckled b/c what difference does $10 make this one time. Then he explained that "you will receive that $10 credit every month for however long you stay with AT&T, that's how much your business means to us."
Being that I've been with AT&T for 5 years I thought this was a very considerate gesture. So I asked,"can I still change to different plans, in the future, without losing the credit?" His earnest reply, "YES!" Sign me up! And he did. Fast forward 30 days, my grandmother turns 80 and we buy her an iPhone and put her on our plan. The AT&T SCREWED that up!!!! They told me they were switching us to the new share plan, to save some money, but they jacked up our bill to some crazy amount due like $250+. It was stupid. So after chasing down the store supervisor, a couple days later, and after spending hours on the phone with AT&T, I was able to get everything fixed. So I get my first real bilsince the new plan started and guess what's missing...the $10 credit I was supposed to get for life.
Suprised? You shouldn't be. So I called today and the woman tells me "I can see where you talked with a supervisor but there aren't any notes about the conversation. I can see where the credit was applied but when you changed your plan it forfeited the credit. Sorry." What the crap? Seriously? She said the opposite of everything that the supervisor told me back in December. She said the original credit was only $10 off per month for 12 months and offered to give me a lump sum of $120 but that was all that she, or anyone else could do. What she meant was"would" do. So she basically called me a liar and finally I accepted the credit b/c it was better than nothing even though AT&T made an agreement with me to continue the credit for all of our bills from December on!
So yeah, AT&T, your customer service is more out of touch than the guys in DC who supposedly represent our best interests. Your customer service isn't consistent and you FRUSTRATE me because you're so inconsistent. It just proves that the most valuable part of AT&T is my paycheck. Looks like I'll be taking that paycheck somewhere else once my contract is up!