Incident: 210412-000032 Being Closed with no resolution or escalation request
4+ months of AT&T lying on the phone, deception/ fraud. Your agents are stating 1 thing, providing note for another. I have no control over your notes the agents put into the internal AT&T call center incident/ service CRM tool, don't see what they do or don't type. The QA team needs to review the recordings, and match what they say with what they fail to notate on the account. Submitted the written request, was closed without action - told to call the 800#, called the 800#, waste more time, and they repeat the same lie each month. ASK multiple times for QA to review, and AT&T will not escalate.
Today 5/13 [Employee ID: JY1151]- Says he will send email to QA department for them to escalate/ review, but can't provide any reference number/ case number or a number for tracking.
Each month AT&T manually has to adjust the bill, each month AT&T Only adjust when I request them to review the calls, not the notes, the actual calls AT&T reps state on the phone. Each Month another lie, each month another escalation request, each month AT&T doesn't respond. What does it take to have AT&T QA review, and see AT&T deceptive practices.
2 years ago
corporate legal are the only ones with access to the calls so im not sure where you can tell they are being reviewed, also only about 4% of calls are recorded at random and are for training purposes not for dispute resolution
2 years ago
"corporate legal are the only ones with access" well, that makes another false statement on the phone with agents... AT&T should really "Get the Lie Straight..." As, this is another example of deception, saying 1 thing, documenting another. Guess the CFPB should be contacted at this point.