AT&T Horrible Customer Service...
All I wanted was a contract reversal... instead I received a total of about 12 hours talking to 13 different "customer service" agents with no resolution. But hey, I get to keep my old iPhone with a brand new 12 month AT&T Next contract! Talk about getting the "next'" phone.
Let me give you a breakdown of what has happened so far... we'll start with the prequal... A long time ago (Sept. 12th) in a galaxy far far away... (that's all I got for jokes)
1) I placed iPhone 6+ Preorder with Apple on Sept. 12th.
2) Then I had to cancel the preorder after talking to an AT&T rep who advised me to switch to AT&T Next.
3) I replaced my order on Sept. 13th.
4) And again, I had to cancel again to switch over to the AT&T shared family plan.
5) Replaced another order for the iPhone the same day (Sept. 13th).
6) Had to cancel one last time (on 9/13) as there was an error with how much I was going to be charged for data. AT&T advised me to cancel to avoid delays with the new iPhone due to contract issues.
Now this is where it starts to get interesting..
7) 9/14... I can no longer place an order for the new iPhone 6+, as AT&T Next is still activated on my account. Now I started to think why did I even listen to AT&T in the first place!
😎 I called a customer service rep on Sept. 14th who told me that it would take about 1-2 weeks or 1-2 billing periods to have the contract reversal take place. This did not sound right, so I asked to speak to the manager. The manager looked into the account and told me that it should actually take 24-72 hours to be processed. So I waited 72 hours...
9) I called customer service again on Sept. 17th about a contract reversal after it was still not reversed. After they looked further into my account, the customer service rep determined they would need to open a case for the reversal. (case #1)
10) The case was closed and they were unable to process my reversal. They informed me that the pre-ordered phone needed to be shipped back in order to process the reversal. I informed AT&T that it was never shipped in the first place as it was a pre-order. After looking into my account, they submitted another case (case #2).
11) I waited another 72 hours to check on the status of my case. It was closed with no resolution. After speaking to another customer service agent they determined they needed to call Apple to confirm that it was closed. After speaking to a Apple rep who confirmed with AT&T that the phone was completely cancelled and was never shipped, AT&T submitted another case. (case #3)
12) Guess what happened?!? If you guessed I got screwed over again, then you were correct!! AT&T informed me that they can only process two contract reversals in a 12 month billing period due to the code in their system. What kind of company does not have a workaround to something as simple as cancelling a contract! After talking to another customer service rep and a manager, they reopen another case saying that a different department should be able to take care of it. Great. (case #4)
13) After a couple days of waiting I head into the AT&T store on 10/2 who inform me the case is still open and they can't do anything until it is closed. So I waited patiently another three business days for the case to be resolved.
14) I called again on 10/7 and AT&T tells me that the case (case #4) was actually closed on 9/26. How could this have been possible when an employee from the AT&T store told me it was open on 10/2?!? Anyways, this time AT&T stays on the phone with me as I talk to Apple, who is also confused why AT&T cannot reverse the contract, but will try something on their end. Apple tells me it should be completed in 24 hours, and AT&T tells me they are 'hoping' that this will fix it.
15) Nope. It still is not fixed. I even tried calling again today, which resulted in talking to a rep who said I would have to wait another 24-72 hours for the cancellation to be processed. When I informed him that the cancellation went through on the 9/13 he said I still would have to wait. After asking for a manager, I was informed that the manager would tell me the same information. I was then transferred to another department who put me on hold until closing time.
Needless to say, I am extremely frustrated with this experience. How many more AT&T reps will I need to talk to get my contract resolved? The world may never know.
Does anyone have any suggestions out there?