I understand that your email is listed under "Institutional Investments" and you may not be the right person to be receiving this email, however I could not find a suitable contact email address anywhere on the AT&T website. So if in fact you are not the correct person to be dealing with this email, could you be so kind as to pass this email along to the correct person or department. I would greatly appreciate that. Thank you.
I have been a customer with AT&T now for many years and the reason why I switched from Verizon was because Verizon's customer service was atrocious and your company very sensibly did the deal with Apple to bring out the initial I Phone. I have generally been pretty happy with AT&T until 12 months ago. I think that whoever governs the board of this company seriously needs to re-think your systems and customer service and invest some time and effort to actually put in place something that truly works and does not leave the customer enraged and still without the device or service they have called in about. The incompetence is unbelievable? I am almost speechless as to how appalling it is! I have multiple complaints but I certainly am not going to bore you with all laborious experiences that I have had to put up with in the last 24 months.
I would merely like to share with you the most recent experience and the antics around me trying to purchase the new I Phone 5 and have my bill restructured. On October 5th I called AT&T and spent approximately 1 hour and 45 minutes dealing with multiple departments to purchase a new phone and restructure my bill. I knew as always that this was going to be a long phone call but I was prepared for it and pleasantly surprised to find out that because I was a long standing customer I was grandfathered in to "Unlimited Data" a service apparently you no longer offer to new customers. I finally got off the phone pleased that the call had gone well and I was now awaiting my much needed upgrade.
One month later, no phone call? No email? No text message? No follow up? No contact from AT&T, and No phone, I got back on the phone for over and hour only this time I decided to record some information for follow up. I spoke with a very pleasant man Troy ID# TD1288 at 9.17am Monday the 5th of November confirmation number (of the new order) #3R27MBCIGOIG he explained to me that the "Terms and Conditions" email had not been signed and submitted so AT&T just went ahead (without contacting me) and canceled my order. While on the phone I went back a rechecked my emails on October 5th and explained to him the only email I had received on that day from AT&T was something referring to my Bill that I had restructured. So mystified he proceeded to resubmit my order for my new I Phone 5 upgrade. He explained the "terms and conditions" email may take 24-48 hours to be sent to me? Why that is the case I have no idea it should be done automatically while I am on the phone?
Two days later on Wednesday November 7th after not receiving any "Terms and Conditions" email I called back in to AT&T for another over 1 hour conversation with a Britney BG6738, I apologize for what I am about to say but this woman was like dealing with a goldfish, although pleasant and following along the "Customer Service Guide 101" for AT&T, she was maddening to deal with. She took all my information down incorrectly and never once repeated things back to me correctly the first time, it took me all my emotional reserves not to have a melt down on the phone because that would not have got either of us anywhere. Although she was polite and friendly she was completely incompetent?? I was left frustrated but at least I had a new order number #90410492990082. At the end of the call she also explained the "terms and conditions" email would be sent to me within 48 hours.
Later that day I received a text message from your customer care department asking me how I felt about my experience and what I rated the company 1-10. I explained to them that I was not happy with my service and why in full detail, they apologized and although they were also very polite they had no interest when I texted everyday after that phone call with Britney that I still did not have my "Terms and Conditions" email. I may have been asked to rate the service but never once was I asked did I have my needs met? Did I have my phone? Do I feel that there was follow up? Absolutely not! So today I get back on the phone with AT&T first speaking with Frederick in Sales ID# FD220U who was unable to help me because apparently my order was created in service not in sales and he put me through to a woman by the name of Rochelle Hare who refused to give me her ID number and told me that that was "Not Allowed", I explained to her that everyone else I had dealt with had offered their numbers up willingly in fact Troy and Britney had done so without me asking? She said well I'll give you my name but I can't give you my ID number? This woman also sent me on a bit of a wild goose chase with incorrect information, not listening to my questions and giving me incorrect answers. However I am happy to say I was only on the phone with 59 minutes, and I did get my "Terms and Conditions" email from her while I was on the phone?? Shocking that this was not an option originally that would have alleviated my experience and this email being created if that had just happened in the beginning?
I have had multiple issues with AT&T which is why I no longer have your internet service and I stay with your company purely because the plan I have is cheaper than with other companies and I have the unlimited data option. It is incredibly unfortunate that every time I have to get on the phone and deal with your customer service or sales department on any level about anything. It is always lengthy and laborious, with multiple levels of incompetence, yet people are polite and friendly? What worth is polite and friendly if nothing gets done and ultimately I have to spend multiple hours and multiple phone calls to simply purchase a phone? That is madness? I understand human error, and I appreciate the fact that you are most likely understaffed to be cost effective. But surely given the state of the economy out there with so many people out of work. you can find competent staff that have a simple command of English and can communicate and operate efficiently? I can not imagine an education above High School being necessary for these jobs? Also why is there never any follow up? The the tasks, service or devices purchased etc... result in your clients having their needs met? I am flabbergasted that this is not an interest of AT&T. To be honest I have never ever heard a positive word from any members of my community spoken about any telecommunications company except COX, unfortunately they don't deal in phones.
AT&T constantly ask me "How are we doing?" but why is it that you can not seem to improve these services and the level of competence within your staff to actually complete the tasks they say they will in their pleasant, polite tones.
I am saddened and exhausted with your company. I just had to speak my mind. I just hope that this email actually gets passed along to someone who really cares about customer service and isn't just politely going to say ,"Yes I understand mam I'm sorry"
Thank you for your time.
[edited for privacy]
Peeps!! 
