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iftekar's profile

Tutor

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4 Messages

Thu, Mar 29, 2018 8:10 PM

Customer Service Grievance

Hi,

 

I have been a loyal AT&T customer but with my recent experiences with customer service team I do not think AT&T is valuing my loyalty anymore. I strongly believe there is a major scope of improvement and training requirement for the executives handling calls especially for the customers having family plans ( multi line accounts). It’s becoming a routine for me to call AT&T every month for billing issues as the system does not have much transparent details.

 If this keeps on happening, I will have no other option but to switch to another provider as we do have many choices in the market- not that I want to but I value my time.

EVERY time I have to explain the calculation to the executives. NONE of them gets the calculation right at the first time. This is so unfortunate that I have to spend 30 mins for explaining the calculation which should be easy for the executives of AT&T.

I am sure you can pull up details from my account and check the history of my calls and concerns. I never had a positive conversations but highlighting my recent conversation as a reference. But please note, this happened ALL the times.

This is an example How a simple question took 3+ hours- 90% of  which was just me explaining the calculation. The executives clearly did not have any idea about what they were speaking- disconnected, uninformed and different than each other.

 

Whats more funny is- when I asked the support executive for an email address where I can raise the concerns, She refused to give me one and later gave me this address which is invalid and email bounced back. Seriously ?

customerescalations@att.com

 

Question was- Why my Long Distance calling package of $10 did not auto renew even though the money was charged from my credit car ?

 

12:38 AM 3/28/2018- call duration  30 mins

Executive 1 – He mentioned-There is NO auto pay for Add-on features like long distance calling. My regular monthly plan is $120 before taxes but the executive calculated as $130. Had to explain him for 20 mins and finally he agreed.

Supervisor – He also mentioned-There is NO auto pay for Add-on feature like long distance calling.

8:29 PM 3/28/2018- total call duration 2hr and 37 secs

Executive 1 – 

Version 1- My regular monthly plan is $130 and after tax $145 so no charges were made for add-on pack. Had to explain her again for 20 mins that my regular monthly plan is for $120 and $10 for add-on. She put me on hold for more than 10 mins to finally calculate and agree.

Version 2- After she agreed that I was indeed charged $10 for add-on, she mentioned that Auto Pay was not setup hence it did not renew. We went through the terms and condition, and also sent email showing the text messages that I received from AT&T confirming it was set up for auto pay. She put me on hold couple of times.

Supervisor

Version 3- She agreed again that auto pay was setup. Now she mentioned it did not renew because supposedly there is a 750 mins cap limit for $10 long distance call which is for 1000 mins. I asked for AT&T reference document/terms but should could not provide me one. She hang up without explaining.

I got calls back but those were ‘missed calls’. I never saw them coming. I just saw them in my phone.

10:37 PM 3/28/2018- total call duration 5 mins 9 sec

Executive stated she had some issues with her system and I insisted to be on hold. The line got disconnected.

10:46 PM 3/28/2018 total call duration 31 mins

Executive- She finally got the problem to some extent. However, she failed to explain why my balance international call duration was more than 1000 mins. If the international call balance never rolls over, there should not be a scenario where I will accumulate more than 1000 mins.

Accepted Solution

Official Solution

ACE - Sage

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102.1K Messages

5 years ago

A few things might be explained by the prepaid page information 

first, this isn’t ATT, it’s a customer populated forum....

Prepaid page:    https://www.att.com/prepaid/plans.html

 

1.  Executives?   Since when do executives answer phone calls?  You get ATT reps, or leased call centers (those aren’t ATT employees).     

2.   ATT does not have email for customer contact.  

3.    International calling plans terminate in 30 days unless you renew....” International Calling Add-Ons for monthly plans are good for 30 days. To buy/renew, your plan must be active. Unused balances roll over if renewed by the expiration date. Unlimited add-ons and the East Asia/India, Latin America/Caribbean, and Dominican Republic Add-ons do not roll over. Standard rates apply if not renewed after 30 days.“

4.   Auto pay refills are independant of you plans. (See 3 for add on int’l plan).  

I realize it can be confusing, but the website does provide helpful information.  

 

Tutor

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4 Messages

5 years ago

Thanks.

I understand this is a customers forum but I posted seeing ATT folk's reply in other threads. I just want to make sure it reaches to the right group at ATT.

Regarding the Add-on plan- I was subscribed to $10 plan for east asia/India package which gets auto renewed every 30 days. There is no roll over minutes.

My question was- although ATT charged my card for the renewal, it did not get renewed. And the explanation I received was because during renewal it crossed the cap of greater than 2000 minutes ( 1040 minutes from last month and 1000 minutes for current renewal) as I did not consume the whole minutes. The concern was how 1040 minutes was in my balance as it never rolls over. I spoke 3+ hours to get an explanation.

ACE - Sage

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102.1K Messages

5 years ago

@iftekar

It says right on the prepaid page, and I copied it in 3 above, that it DOES rollover unused minutes, if it’s renewed before expiration. 

Just a heads up...  if you reach a call center, they don’t know squat about prepaid.  

 

Tutor

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4 Messages

5 years ago

The roll over has some restrictions. If you closely see your point 3

"Unlimited add-ons and the East Asia/India, Latin America/Caribbean, and Dominican Republic Add-ons do not roll over. Standard rates apply if not renewed after 30 days."

My plan is East Asia/India hende never rolls over.

 

And you are right about the reps. You have no idea how every time I have to explain them the calculations of my family plan. Whoever they are, they represent AT&T.

Tutor

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10 Messages

5 years ago

I have Wireless, DirecTV & internet and the customer care is unacceptable. Services are poor and I am literally about to cancel it all.

 

I receive no resolution whatsoever nor does it seem the company has care for loyal customers nowadays. I am having tremendous issues with a local Corp location and it is shocking. 

 

I have a MBA and I was taught everything ATT lacks in regards to customer service. My plan changes without my approval, told by phone employees store is to to this and that. At store, they claim that is a lie and accuses me of being I’m uninformed.

 

Also my home internet is down more than up however I am told no service issues. I’m appalled when I call tech support, more than half the time I speak to someone in the Pasific Southwest with broken English skills. ATT has truly shocked me within this past week and one issue alone is illegal per FTC laws and carries a $25k fine. The transaction also is unable to be explained and as I stated, I’m shocked.

 

By just what I have experienced this past week, online, corporate location and via telephone, it is apparent they have zero concern for customer resolution and refuses to asssit with any form of resolution. It’s rather a joke these days and one say the results from their lack of care will be seen.

Tutor

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4 Messages

5 years ago

I wonder how they will survive in future. I had a family plan and all of my friends left my group. They created new group in sprint. I keep hearing better service from Sprint. 

We earn money in a hard way and if we don't get what we pay for, we move for better service. And when there are many choices in the market, who cares? But I never leave silently so would spread out as much as possible- I don't care if ATT listens to it or discard it. They have millions of subscribers and we have many choices. Sooner they understand the better. Peace !

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