Hello. I've been dealing with AT&T over several billing errors over the span of about a year for a while now. I have a suggestion that AT&T use Account Managers to personally oversee and assist clients with their accounts. Anytime I have an issue and call the main number, a representative will try to help me, but then if the issue is not resolved and I call back in, it turns out the representative I spoke to before gave me incorrect information because they did not understand how my business account worked or didn't see the whole picture, even though I gave them all the info I knew and they were able to pull up my account on their systems.
Often I am told different things by different reps, and I'm never able to use the same rep to assist me, especially if the problem spans two or more departments. It would be more streamlined if I had an account manager who knew my account intimately and understood my needs so that if a problem arrives, he or she can pick up where they left off, instead of me shuffling through different people whom I have to re-explain my problem, only to disagree with whomever I spoke to before.
Please do this, AT&T, and I strongly believe your customer service ratings will improve. Right now all I hear from people in my area is about how garbage your customer service is. My personal internet is through TWC and my phone through Verizon. This account with AT&T is through my work, and it has all of us frustrated.
Please seriously consider changing how your accounts are managed going forward. Please.
Thank you for your time.