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I have been try'n to get my account corrected since I first opened it in back in April.
The store rep wasn't able to set up the plan so he made a "fake one" and requested that I contact phone support to fix it... Since then it has been an uphill battle to get everything corrected.
I have spent well over 65hrs on the phone with reps, driven into the store a few dozen times and still I've gotten no where... Is there an advanced customer support that I can contact, or do I just need to hand this all over to a legal team and let them deal w/ it?
3 years ago
Thanks for reaching out! We'd love to get to the bottom of this.
In order to do so, we'll need to know more about this situation. What exactly is wrong with your account? Are you on a postpaid or PREPAID plan? When you signed up, were you placed on the wrong plan? Once we have more information regarding the situation, we'll be able to provide further assistance.
We look forward to your response!
Collin, AT&T Community Specialist
3 years ago
Wed, Apr 15th, 2020:
I stopped into a local AT&T location to get set up with connected car. The rep quoted $20/mo unlimited ( www.att.com/incarwifi ) and stated that I could bring my own device. I had a ZET Mobley (the predicessor to the Harmond Spark) and he attempted to get that all set up. After about an hour of messing around with it, he decided that he was unable to get it working. So he decided to link the sim card to a Netgear Nighthawk router and requested that I call into the 1800# the next day to get it squared away.
After a few weeks of calling in and driving back to the store and calling in again and again and again. I was told that the store really messed things up and that they would finally fix it. So, the rep changed my plan to a 450min talk text ONLY plan, connected to a ZTE Mobley (data only device)... and I went several more weeks of dealing with that.
I had ended up getting in touch with a rep via the phone on Tue, May 19th who finally said that this was crazy and that she would make sure everything was taken care of and that the plan would be made right.
That after quite a bit of reading notes and hold points for her to speak with her mgmt, I was told that she was going to send me out a Harmond Spark. I told her that although I appreciate the offer, that I didn't want to contunue with AT&T with all the (Edited per community guidelines) that I had been forced to go thru, all the calls, trips and wated time. Also, because I was promised 20/mo at the store and that was apparently incorrect. She asked me to hold for a moment and spoke with her mgmt again.
She came back and stated that although the plan is 30/mo and not 20/mo, she was able to get it set up and put a reoccuring $10/mo credit to the account, it'd be a few cents more due to taxes, but it was the best that she could do.
I agree'd and she set everything out.
After that, i have been dealing with AT&T every few weeks try'n to get that credit applied. I have been told that I am incorrect, that no one would have told me that. I have been told that it is something that can't be done and discounted as nothing more than a liar. I have been sent from store to online to phone and from department to department. Transfered all over the place only to be sent back where I was to begin with.
All in all I have wasted over 65hrs on the phone (not even a joke) plus drive time and everythign else try'n to get this taken care of.
The other day I was talking to a gent that ended up putting a large lump sum credit to my account but even he stated that the montly thing is something that is beyond him and the lump sum credit isn't a real fix.
I'm just really tired of having to call in over and over to get something done that was promised and be'n treated like I'm a liar for bringing it up. As a telecommunications co, one would think that they could pull the (Edited per community guidelines) call and be like "oh (Edited per community guidelines)... they were promised that"... I have asked for this to be done for the last 3 months+ and no one seems to be willing to put in the effort.
3 years ago
Thank you for your response.
We are sorry for your experience with our services.
We strive to satisfy our customers.
Please contact our Connected Car service department for further assistance.
They can be reached at 866.595.1334
If you ever have any other questions or concerns in the future, feel free to reach back out as we are always here to help!
Jonye, AT&T Community Speciailst