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bngrfn's profile



1 Message

Tuesday, March 22nd, 2016 4:21 AM

AT&T doesn't care about its GoPhone customers

The terribleness of your customer service is nearly unparalleled.  Perhaps you treat your contract customers better; I am of little means and wouldn't know.  I have used your GoPhone service for roughly a year, and while I've rarely had much to complain about, I've never before had to deal with your customer service.


Today I attempted to refill my GoPhone account as per usual, but received an error message indicating something went wrong and I should try again.  So I did.  My debit card was billed twice and yet my GoPhone account remains inactive.  I consulted my bank and they confirmed AT&T had in fact withdrawn the money from my account.  Twice.


Naturally I contacted AT&T customer service in an attempt to resolve the issue.  I made two separate phone calls to AT&T which consumed nearly three full hours of my time, spoke to no less than six different people (to whom I had to entirely re-explain my issue--I was told that they are incapable of and/or not allowed to relate information to the next representative), I was condescended to and told the issue was either my own fault or that it was the bank's.


My issue remains unresolved.


I use a GoPhone account because I own my device and I am not financially capable of affording one of the more expensive contract based plans.  Why does this warrant an absence of consideration?  Why am I forced to deal with these imbeciles over the phone and not chat with a representative online?


A cursory search of both Google and these forums indicate I am by no means alone in my frustration.


Maybe I should just go back to Verizon.  They may be pricier, but at least they treated me with respect.

Community Support


15.2K Messages

8 years ago

Hi @bngrfn !
Thanks for posting your concerns. I’m so sorry that you had a such a negative experience with customer service and would like the chance to show you that we do provide excellent customer service! 
So I can further assist you, please private message me by clicking here and provide your name and a good contact number as well as the wireless number in question.
Thank you,
-JP, AT&T Social Media Manager


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