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Valued Customer? The Importance of Customer Retention

I just wanted to spend some time sharing with the community my recent experience with AT&T's Customer Service. A couple days ago I realized I was being charged $238 for 12 MB of international data roaming services. It happened I had turned my phone on for a few minutes to text my sister and make sur

Questions

 • Wireless Account

667

2

0

0

Renew Package Discounts or Switch to XFinity?

Well, it's that time of the year again where I get to decide if it's worth the back and forth to try to maintain my current service at a resonable cost by asking that my package discounts be renewed or go ahead and make the switch to X Finiity. Anyone else been through this and offer any advice? My

Questions

 • U-verse TV Account

1.1K

5

0

0

Customer Service Not

I have been a loyal customer for over 20 years. My husband has been on the other leading carrier and we wanted to consolidate our accounts.  Here is what happened. First I was on hold for over 30 minutes. Then I got someone who couldn’t find my account when I was staring at it online And then obviou

Questions

 • Account Features

162

2

0

0

I really need contact to someone who can resolve my issue. I got duped by the sales

I have spent at least 4 hours between today and yesterday trying to get an issue resolved.  I called with a general question and allowed the agent to trick me into cancelling my iphone order with Apple (with a delivery date of Nov 3) and re-order the phone with her and receive it by 10/24. Of course

Questions

 • Wireless Account

484

6

0

0

Newgistics lost returned phones/account limbo

I upgraded 3 lines on my wireless account in November 2018 on the AT&T Next plan. I was given 3 pre-paid shipping labels and instructions to return my old devices to AT&T. I shipped all 3 devices via USPS and kept a copy of the tracking numbers and the shipping labels. I tracked the packages

Questions

 • Wireless Billing

890

2

0

0

Terrible service on getting a phone exchanged an still not getting it resolved....!!!!

I have the wireless unlimited plan .. after having verizon for 25+ years .. I made a tough decision to switch carries do to the money I would save.. If I knew all the trouble I would have an all the wasted time and miles put on my car by visit stores or holding online or the phone..I never would hav

Questions

 • Wireless Account

510

8

0

0

Billed for a service in error

On May 10, 2017 we went to the local AT&T store to explore getting some better deals as all the special promotions we had expired in April 2017.  We were given an employee's phone connected to Retention, spoke to 'LaShon" (didn't get spelling) who presented some fairly good offers on U-Verse, Intern

Questions

 • Account Features

335

2

0

0

Received a debt collection letter for an "account" we never received service for!

My husband and I moved to Raleigh in June 2014, and naturally, wanted to set up our wireless internet. We decided to go with AT&T, and completed the online process to set up internet access. When we didn’t receive service as scheduled, we called AT&T to find out the status of our service. The AT&T r

Questions

 • AT&T Internet Account

411

1

0

0

AT&T Not Honoring the price their representative quoted me! RETENTION doesn't care!

At&t Not honoring the price I was quoted by another agent.  I called ATT and spoke to a regular person, who's name I didn't get, she finally sent me to retention because there was nothing more she could do.  So I was connected to retention, I assume, a woman named "Debra",  she was a bit short, and

Questions

 • Wireless Billing

266

2

0

0

Online account retention plan

I recently called customer service and got switched to a retention plan, its been a couple of weeks and my online account still shows I have no plan. I go to view my plan and it shows nothing, the price is 0 for my plan. All I see is my phone installment price and the access fee. Has anyone run into

Questions

 • Wireless Account

513

1

0

0

Closed

Why is AT&T refusing to honor so many agreements?

I just searched "Customer Retention not being Honored" here in the forums and I got over 100,000 YES one hundred thousand hits for threads. A similar search on Google gleaned over 1mill pages.   WHAT ARE YOUR POLICIES?   have spent over 10 hours on phone, and in hat/email with so many

Questions

 • U-verse TV Account

346

9

0

Retention Pricing

I have a hard time understanding the price increases from AT&T. I understood the first year why I could not keep my pricing the same as I was a "NEW" customer to AT&T. Now here I am a year later and I am having to renegotiate this pricing arrangement and again I am being taken advantage of. As a rep

Questions

 • U-verse TV Account

1.4K

12

0

0

Absolute worst customer service ever.

I actually did call the retention number after this. They did not even try to help. Not even mad at this point, and wasn't mad on that phone call. Just completely baffled this whole exchange even took place. It gets better as it goes along, complete with the threat of a cancellation fee at the end.

Questions

 • U-verse TV Account

323

2

0

0

Uverse price discrepancy

Why is it that after 7+ years of being a Uverse customer the customer service and billing no longer works with providing loyal customers with better deals?  Currently to get the package I have of Uverse and internet as a new customer in my same home it would cost me $100.  Currently my bill is ~$160

Questions

 • U-verse TV Account

726

8

0

0

False offers on upgrade - Charging us more, giving us less, and wasting time

To be brief:In late January, I ordered an upgraded of internet 75mbps as we were at 24, and figured it was time for a change. For some reason, the install was cancelled (not locally, but through the online system)  4 times. The call centers informed me it was a technical glitch. My bill went up. Eve

Questions

 • U-verse TV Account

215

2

0

0

Promotional discount and bill increases

U verse bill keeps on rising. We benefited from a promotion on the 2nd year to keep the monthly rate down. Now, even that promotion expired and Att increase comes along... Called a retention agent and they don't have a new promotion available, however their value offer to retain us is to increase th

Questions

 • U-verse TV Account

293

3

0

0

Retention

I need help, please.  I have been a Business customer wtih PacBell/Cingular/AT&T for decades.  I am having trouble getting help with my plans, and we are ready to move to a different carrier.  I would prefer not to do that.  Is there anyone in AT&T who can assist me?Thanks!

Questions

 • Wireless Account

258

4

0

0

Why does AT&T not want to keep good customers?

I have spoken with several retention specialists at AT&T in anticipation of my U-Verse rates skyrocketing on 5/27. After being a good customer of AT&T for 11 years, they probably figure they have squeezed everything out of me they can. I am switching to Charter and saving $100 a month for the same (

Questions

 • U-verse TV Account

1K

18

0

0

Retention failure

I been trying to speak with anyone in the retention department that has power to help. The supervisors I talk to have no authority either.How do I get someone at at&t that wants to keep our three lines on the phone? Everyone I speak to is oblivious to that notion and keeps offering me cheap products

Questions

 • Wireless Account

245

2

0

0

This was the reply from the "ELEVATED" customer servoce recommended by many here:

this is 5 days ago, still no call Sill waiting for a supervisor or someone to even honor a committment to call.

Questions

 • U-verse TV Account

368

4

0

0

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