How can I report extremely poor customer service to management?
I have no less than NINETEEN interactions with NINETEEN different agents regarding the SAME issue (getting a billing credit to show up on my account). I've been bounced around between customer service, repairs, billing, accounts receivable, collections, to supervisors who never called back, to kagents who assured me the credit has been credited (have heard everything from "should appear in 24 hours" to "I show no record of that"). I have been given reference numbers of various calls to being subsequently told that "we don't have reference numbers"),
The last straw was reaching out in a "chat" today (hoping it would streamline the particulars - to no avail). The first agent just decided to merely "leave" the conversation. The chat was picked up by a second agent ultimately left the conversation abruptly but only after asking me to verify and re-verify sensitive billing information and asking me to rehash all the details I gave in Chat#1. This last chat encounter made me extremely leery of the information that I did reveal because as he was trying to resolve my issue, he asked if I was having secure account login troubles and that he'd be happy to help resolve those "while my billing matter was being checked upon". Now (rhetorically) how exactly would be having login problems while being successfully logged into my account and having the chat? The conversation with Chat Agent #2 ended with a message stating that the matter couldn't be resolved and to seek resolution at my local AT&T store.
In each and every encounter, I an upsell was attempted without getting anywhere near a resolution for the matter at hand. This all started with a simple LANDLINE service set up back in Sept. It is now approaching Thanksgiving. I would estimate that the time I have spent on this one transaction has been no less than 5 HOURS.
Any suggestions for directing my concerns into the proper direction would be immensely appreciated.
-Frustrated beyond belief