AT&T,
Please read,
I don’t usually write reviews or feed back to my service providers or merchants, but I feel I was treated so rudely and disrespected that I am compelled to make someone aware of my experience. I spent a total of 3.5 hours with 5 different representatives that were unable to help me. My dilemma was the following: I signed up for direct TV on April 14, 2016 and was told to create a combined billing for added benefits such as a 2 year price lock with direct TV, unlimited Mexico calling/text and 1GB data in Mexico and unlimited data in the US. I was told these benefits were active on April 14, 2016 the day my contract with direct tv began. I received a txt/email confirming these benefits. I am being charged 215$+ for roaming charges for my usage of wireless minutes in Mexico on April 25-30, 2016.
The first person I spoke to was a polite young lady that understood my dilemma but was not aware of a solution, she was unable to put a supervisor on the phone, but did schedule me to speak with one within the next few hours.
The second person I spoke with was names Cory, (male from Georgia US) he went through my entire bill, identified the mistake and corrected, he added the international calling, texting and data usage to avoid future problems. He also credited me 20$ for spending over an hour on the phone with him (which I found very appropriate). Cory then advised me to call ***” for them to credit my account and let them know to read the notes he made on my account, which I did do. A lady answered and told me I was speaking with the wrong department, but she would personally connect me with the wireless department (which I appreciated). Once connected, I began to work with Elises ***, he looked at my account, asked several questions and advised me I was not eligible to wave the 215$ for the roaming charges that are on my bill. From my conversation, he did not understand the problem I was having and stated several times he was off at 5PM pacific time and was trying to resolve the problem by opening a case because he was off. I stated to him I was not satisfied with that outcome because I was being charged for something that should be in my plan. He did not understand, I then asked to speak with a supervisor, he denied me a supervisor for over 30 minutes. He made all kind of excuses: they were in a meeting, they were not available, they were all off, they were very busy, and they could not speak. I could over hear someone coaching him on what to say to me. After about 30 minutes a young lady named Berbarita with badge number/employee number *** took over the conversation. She was rude, condescending and unwilling to look into my issue. She kept stating all of the charges were warranted and I had to pay them. She had had very little customer service skills, problem solving, and leadership skills. She told me that I had incurred roaming charges between April 7-14 and I had to pay my bill. I continued to tell her I went on vacation on April 20th, 2016 (after my international, Mexico plan) was in effect. She did not want to hear anything I had to say. It was not until she stated she could only see what I could see on my bill did I get her attention, I advised her I could see all of the phone, and text message recipients on my statement, she lied to me and said she did not have access to that portion of my bill. i pleaded with her to review when I incurred the roaming charges, at which point she said nothing, left me on the phone for 10 minutes with no advisements, I would ask her if she was there and received no response. After about the 10 minutes she came the phone to continue get badgering of my argument. I asked her to look at the dates I made the calls, at this point she realized she was in the wrong because I made the calls on April 25, 2016. After my Mexico plan should have been in effect. She then reluctantly gave me the credit for 215$ and advised me I was required to call AT&T every time I leave the country for benefits.
I have been a loyal AT&T customer for over a decade, I love AT&T service and their customer service (except this time). As a management official for the US Government I find Barbaritas behavior inappropriate, unprofessional, and unbecoming. I would like to hear an apology from her for the way she treated me and the way she wasted my time, denying me access to a supervisor and making extremely difficult to speak to her. PLEASE AT&T management, listen to my conversation with your employees, I was nothing but professional and polite the entire time. Your staff was short of that with me several times and gave me several run arounds.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]