Credit Reference Letter

O- I started an online chat today because of a failed understanding when I called customer service the first time. I’m in the the process of buying a house and my mortgage company needs a reference letter for my payment history. During the online chat, I waited at least 30 minutes until I got connected with an agent and then she kept putting me hold. She then said she would direct my question onto a manager and gave me a “direct” number to call. I called. The number was a fake number which then transferred me to an automated called to set up my new phone. 

- Frustrated. I called the customer service and asked to speak with a manager. I waited 20 minutes to finally get on the phone with the manager. The manager had no clue what I was asking for and kept referring me to print off my statements. My loan office needs a specific reference letter stating I’m in good payment credit with them. The manager then tells me that she cannot email me information because it is “confidential” but if I go to store they will give it to me. 

- I got to the store. In which I learn that one of AT&Ts policies is that employees cannot write anything down on paper. Not even a directv price. The manager had no way to provide me what I needed and was confused because “all employees know that policy.”

- PASSED FRUSTRATED. I go to the local call center hoping to actually talk to someone that can understand English. Nope. They gave me the same numbers I had been calling. 

- Now I’m MAD. I’ve called different numbers and they act like they have never heard of what I am asking for. I get put on hold with no beneficial information after they have been “trying” to research my question.  

BEYOND ANGRY. I’ve been on the phone for 131 minutes and counting now with no help, no solutions, and I keep getting passed to the next person. I know this reference letter can be gotten. SERIOUSLY considering canceling my services here because of not being treated fairly and being talked to like I’m stupid.  

If if anyone else has obtained a reference letter, please point me in the right direction!