I had received a text message from ATT telling me to contact them to confirm my employment in order to continue my corporate discount. When I responded the rep told me the wage statement I had sent in had no pay dates to confirm pay period start and end dates. I proceeded to inform the rep that I had not sent any kind of wage statements to ATT and had no idea what she was talking about. She continued to insist I had gone into an actual ATT stop on 7/28 and made changes to my account and submitted the discount information. Again I informed the rep this was not the case and I had not been into an ATT store in over a year and my employment had been confirmed 7 years ago when I joined ATT. The rep then informed me a wage statement had been added to my account and this meant my account discount was removed until the proper paperwork was received. For the third time I informed the rep that I had not initiated the changes. By this time I was totally frustrated with trying to get the representative to understand what I was telling her and asked for her supervisor. She transferred me.
The second representative continued in the same vein as the first, insisting I had made these changes, despite my telling her repeatedly this was not the case. At my request she told me the name on the wage statement. Lo and behold it was not my name. However it was the name of my co worker. At this point she insisted my co worker had "stolen my identity and I needed to file a police report". However, I am very good friends with this co worker and knew she would not do such a thing. Since this rep would not listen again to what I was telling her, I asked to speak to a third representative, a manager. She transferred me.
After a 5 minute hold, the third representative, Freddie, came on the line. Again I explained the situation to him. Initially he tried to repeat what the other reps had said. However with additional information and review of his records he found that my co worker was no where on my account and could not explain how this co workers information wound up on my account. He corrected the problem. Returned my account to its previous status and assurred me none of my confidential information had been shared with my co worker.
After the call, I promptly called my co worker to inform her of the ATT situation. She contacted ATT and had to go through the whole situation with them also.
Bottom line, in this day of personal information leaks/hacks I find it unexcusable for ATT to allow this type of breach of confidentiality. I am very unhappy with ATT's response and the lack of any assumption of responsibility by ATT. At no point would they admit they had made a mistake.