Hello, My name is Heather B my number is ***.
I have spent over 90 minutes today being transferred to 8 different people in what all seemed like similar departments however no one can seem to help and their solution is to send me to someone else.
One person was able to switch me to paper billing since I never realized that this was a request I needed to make a second time after a month ago I called and cleared up my account and asked how was I suppose to pay without getting a bill.
The only truly helpful woman did take the time to look thru my account and made notes into my account. With the exception of her, I am not sure what your customer service is for.
Towards the end of my 90 minutes, I finally started asking for names and IDs. Ana *** told me she was going to have her supervisor contact me back at 11:45 CST. It was a time we agreed on because I needed to be available for the call. So that is the time I allotted to sit by the phone and wait for the call that did not happen.
Here is what is going on that I have repeated so many times that I am beyond frustrated. This morning is was apparent that my accounts must be past due because my service was interrupted. I had made arrangements for a bill to be payed on July 15th and don't know why that was not processed. However I was extremely upset to hear the total of the amount past due.
When I started with ATT&T Mobile my family just moved into a new house. Our Mobile service of 16 years, Verizon was sky rocketing because of our lack of internet support in our location. Since I already was signed up with Direct TV it seemed like ATT&T would be a worth a try. I went and signed up for 1 phone as the "Home" phone to test to see how well it did in our location. It was great! So the following week I went into a local store and changed my service after 16 years to ATT&T.
It was a promo time of Buy 1 iPhone, get 1 Free. So we decided to get iPhone for all 4 of the lines we were converting. I was told I needed to pay a hefty deposit because my credit was low. However I knew that was incorrect because I was aware of my credit since just closing on a house. I saw no point in arguing and the man helping told me it would go towards the purchase of the 2 phone that were not Free or it would be credited to our account. So this is one of the issues I want to clarify.
Second issue is that I had submitted my final Verizon bill on time to proper ATT&T website to get reimbursed or credited $650 per line for the 4 lines we transferred. I received a confirmation email stating they received my submission and now have not seen anything from that either.
So between all that money that should be headed my way, I am starting to think that I have been scammed and that ATT&T have a customer service and billing communication problem. I realize that I am 1 individual complaining to a global company. However my time is valuable and this is ridiculous!
Please put this email in the correct hands instead of me having to call and spend more time telling multiple people the same thing only to be transferred.
[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.]