I want to thank Elizander and her supervisor for their excellent customer service!
Before I got Elizander in an on-line support chat, I had spent over 45 frustrating minutes with AT&T telephone support. Like many others posting here, I found the telephone support people just kept shifting blame to someone else and refusing to address my problems. I had been promised that a wireless number was deactivated over 3 months ago when I order a new phone but I continued to get billed for this old number. Telephone support said I had to go to the local AT&T store to resolve the isse but I was pretty sure the AT&T store would just point the fingure back the the online people who I ordered the new phone from.
In steps Elizander! She is an excellent online Chat representative. She patiently worked with me to resolve the problem. She brought in her manager and together they worked out what the telephone support people said couldn't be done. They deactivated the old line and gave me credit for the 3 months during which it was inactive. Thank you Elizander.
I strongly recommend that AT&T send Elizander and her helpful supervisor over to the telephone support side and teach them what customer service is all about. There is absolutely no reason that I should spend 45 on the telephone being told over and over again "It can't be done" when a competent AT&T online chat rep can solve the problem without much difficulty.
My recommendation to other customers: stay away from telephone support; try to get Elizander as your online representative.
Thank you.
[edited for privacy]