Re: Astonishingly poor customer service

hslowe · ‎11-15-2011

Just had the single worst customer service experience of my life. I recently traveled to China on business. While there, AT&T notified me that I had exceeded $200 in voice charges, so I called to find out why. The representative said she couldn't tell me until the paper bill was processed. Not incredibly helpful, but okay. So today I got the paper bill, and see a 92-minute call to an unrecognizable number in China. The call was supposedly placed during a time when I was in a meeting and could not have been making calls. Nor did I place any calls to local numbers in China....I used the phone to call home, and was fairly brief in all my conversations. Trust me, I was not conducting hour-and-a-half long chats with nonexistent Chinese contacts. So I call your "customer service" line today to try to find out what happened. Got bounced around to several different reps, all of whom started from a place of assuming I was the one in the wrong. None of them was willing to consider that this might be a billing or technical mistake - no, it had to be that I was some kind of criminal trying to game the system to get a free 92-minute call. Every representative was unwilling to help, and Jenny <personal information removed> was downright rude. I kept asking to escalate the issue, since nothing was getting resolved, and she told me you do not have a head of customer service or public relations. (Can it really be true that a mega-company like AT&T has no customer service organization? Astonishing, if true.) What I want from AT&T is: 1) an explanation of how a call I did not make could have gotteon my bill 2) an explanation of how a non-working number in China that appears to be missing a digit can still be billed to me 3) a complete refund of the <billing amount removed> billed to me for a call I did not make 4) an apology for being treated like a deadbeat when in fact I am a good customer who spends hundreds of dollars with AT&T each month across several phones. So, how about it, AT&T? What is your commitment to customer service?

jamileh · ‎06-20-2011

Will you please send me a private message with your name, account number, phone number and the best time to contact you.

I will ask a member of our team to review your account and give you a call.

I've edited your post to remove the last name and ID of the agent you spoke with (though I will ensure the feedback you provided reaches her manager.

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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csh2000 · ‎11-16-2011

What you say about escalation is true. I've supposedly gotten to speak with a supervisor, but since I didn't feel they were addressing my issue, I asked for a Manager. Jose refused to let me speak with a Manager. All he wanted to do is to discuss my contract... I didn't want to discuss my contract, I wanted to speak to a Manager. Worst run company that I've seen.

jamileh · ‎06-20-2011

csh2000 wrote:

What you say about escalation is true. I've supposedly gotten to speak with a supervisor, but since I didn't feel they were addressing my issue, I asked for a Manager. Jose refused to let me speak with a Manager. All he wanted to do is to discuss my contract... I didn't want to discuss my contract, I wanted to speak to a Manager. Worst run company that I've seen.

I'm sorry you didn't have a good experience either. Is there a current issue we can help with?

Please feel free to shoot me a PM using the link in my earlier post if there is something I can help with.

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

hslowe · ‎11-15-2011

Still waiting for a response here...

jamileh · ‎06-20-2011

hslowe wrote:

Still waiting for a response here...

I'm sorry. I see Tina sent you an email and you've responded but that you have not actually been called. I will reach out to the team now and see what the hold up is.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

hslowe · ‎11-15-2011

Still trying to get billing issues straightened out from a recent trip to China. This month, I have nearly $200 in "blocked" calls on my bill, from an unidentified number, and AT&T says they cannot tell me who these incoming calls were from. Seriously? You have no idea where the call came from, but you can tell me without a doubt that I am responsible for it and that it is not a mistake?

It's this attitude that I cannot possibly be correct, and that I am trying to scam the company, that bothers me the most. AT&T starts from a place of assuming the customer is wrong. I'm incensed by the condescending attitude of the "customer service" reps; they act as if I am a criminal trying to steal money from AT&T. Believe me, I have better things to do with my time!

Since even my complaint call was dropped several times while talking to customer service by landline phone, I really doubt that AT&T is flawless and never makes mistakes. Your company seriously needs to examine itself and find a way to better interact with customers.

jamileh · ‎06-20-2011

hslowe wrote:

Still trying to get billing issues straightened out from a recent trip to China. This month, I have nearly $200 in "blocked" calls on my bill, from an unidentified number, and AT&T says they cannot tell me who these incoming calls were from. Seriously? You have no idea where the call came from, but you can tell me without a doubt that I am responsible for it and that it is not a mistake?

It's this attitude that I cannot possibly be correct, and that I am trying to scam the company, that bothers me the most. AT&T starts from a place of assuming the customer is wrong. I'm incensed by the condescending attitude of the "customer service" reps; they act as if I am a criminal trying to steal money from AT&T. Believe me, I have better things to do with my time!

Since even my complaint call was dropped several times while talking to customer service by landline phone, I really doubt that AT&T is flawless and never makes mistakes. Your company seriously needs to examine itself and find a way to better interact with customers.

I'm sorry you continue to experience this issue. Would you like me to have Algeria contact you again?

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

hslowe · ‎11-15-2011

Yes please.

Astonishingly poor customer service

Re: Astonishingly poor customer service

Re: Astonishingly poor customer service

Re: Astonishingly poor customer service

Re: Astonishingly poor customer service

Re: Astonishingly poor customer service

Once again, horrible customer service

Re: Once again, horrible customer service

Re: Once again, horrible customer service