Tutor
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1 Message
Loyalty Department
Why is it that I called the loyalty department on Jan. 14th 2018, talked with a Michelle B. who made me an offer that I wanted to discuss with my partner before making a commitment, only to call back and be told that they had no idea who Michelle B. was and there was no offer even remotely close to what I was told? Now, Michelle B. is the same person who increased our data from 3GB to 6GB and reduced our bill, but the representatives that I have talked with and emailed still have no idea who Michelle B. is or how on earth to find out whom this person is...! I talked with Michelle B. at 408pm for 24 minutes, and was told she was going to notate my account so when I called back everything would be all set. I called back at 520pm and talked (and waited on hold for his supervisor Jennifer) with Trashaun in the SC call center for 57 minutes. I repeated the exact same offer to ever rep I talked with, just to be told there were no notes on my account and that they had no idea who this elusive Michelle B. was or where she found that offer, because there is no such offer. I was told by Jennifer the supervisor that she was going to email Michelle B.'s supervisor (even though she didn't know who Michelle B. was), that would take up to 2 days, then an additional 5 to 7 days for them to pull the phone call and review what was said and someone would contact me once the call was reviewed. Because I had obviously pulled this offer and prices out of the air... Even though the prices and calculations I was given by Michelle B. added up to what I told them. I still have yet to hear anything back from Jennifer or Michelle B's supervisor. I even emailed the office of the president, and received a call back and message on Jan 23rd from Shavon, informing me again, that they have no idea who this Michelle B. is, there is no offer in the history of AT&T like the offer I was given, but I was welcome to call back if I had more information, so we could try to find Michelle B., who is stealthier than Fujibayashi Nagato... I've call Shavon on Jan. 23rd, 24th, and 25th, leaving her a message each time, and I still have not heard anything back. What is going on here? Shouldn't the representatives that work in the loyalty department have the same offers and discount codes available to them? I don't know if I should be more frustrated with Michelle B., who offered us something that doesn't exist, or Trashaun, Jennifer, and Shavon, who have dropped the ball on this matter more times than I can count.
mconigs78
Tutor
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9 Messages
6 years ago
I disagree with this comment. If you are in an area that is only ATT uverse then your stuck with them. So being loyal has nothing to do with discounts. The loyalty department knows you cant drop the service since there are no others in the area. Customer service in all areas has gone down hill.
@MicCheck If you have to continually receive discounts to stay with AT&T, you don't sound very loyal.
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taytay87
Contributor
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1 Message
5 years ago
when at&t was cingular they were unbelievable as well as their customer service. At&T cannot even tell me why I have a past balance. I was first told it was from mar/apr I provided statements for that mth so then it changed to May/June provided for those then it changed to Oct/nov then provided for the whole yr they said it was because I paid 1 d late that another bill generated. It is ridiculous. 2 d ago I was planning on upgrading now I am planning on leaving. Ricky G was a horrible manager w/ horrible customer service skills. then transfers me to customer loyalty and does not even tell me why. W@hat a joke
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ksweeney
Tutor
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2 Messages
5 years ago
I too was lied to by the retention department on 11/24 giving me an offer that was good till end of December 2018, all I had to do is call back and it would be in the notes. Of course no one could find the offer in the notes and I was called a LIAR by Kalen employee id # KNT315. (If he did not misinform me about that). I have been with AT&T for over 28 years on wireless. Looking to move. So utterly disappointed. Customer loyalty means nothing. Best to switch carriers every 2 years. #attcares NOT!!!!
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ksweeney
Tutor
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2 Messages
5 years ago
I too was lied to by the loyalty department on 11/24 giving me an offer that was good till end of December 2018, all I had to do is call back and it would be in the notes. Of course no one could find the offer in the notes and I was called a LIAR by Kalen employee id # KNT315. (If he did not misinform me about that). I have been with AT&T for over 28 years on wireless. Looking to move. So utterly disappointed. Customer loyalty means nothing was basically called a liar. Best to switch carriers every 2 years. #attcares NOT!!!!
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Nowords
Contributor
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1 Message
5 years ago
Because this entire company is awful! They do not value us as customers and continue to pass the buck after making promises to keep us as customers. One hand has no clue what the other is doing and everyone gives you a different story. I have found 2 people over the past 2.5 weeks and making countless calls spending hours of time on the phone explaining and reexplining my situation in addition to sending countless emails that go unanswered. Not to mention being on hold for a minimum of 30 minutes and even the Office of the President, evidently the highest level of escalation with the company was of any help. I was a victim of Fraud and gave $300 to someone claiming to be from AT&T/ DTV for services not rendered. They continue to contact and harass me and the company could care less! I suggest you find a new company!
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Constructive
Former Employee
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32.9K Messages
5 years ago
@Nowords Im trying to understand your post correct me if im way off base
Someone called you claiming to be from at&t/Direct tv promised you something and you paid them money, then they turned out not to be at&t and ran with your money? i fail to see how this would be an at&t problem or why they would even get involved, there are a bunch of scammers going door to door claiming to be from charter,at&t, time warner etc they look official . they do the same on the phone, if someone comes to my door or calls me i never accept the services i contact people myself if i want services.
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
@Nowords
Since when is any business held at fault when an unrelated party falsifies identity and pretends to be them?
Like if someone uses your identity to run up a debt, you’re not going to have to pay it.
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MarinaLindquist
Contributor
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2 Messages
5 years ago
I have the same issues. AT&T customer service representatives increase my bill every time after my complaints about increasing the previous bill. I have chatted with them, I have all evidences where they confirmed that they will fix the problem and will return my money. Then in a few days later my upcoming bill shows triple times more than previous.
[Edited to comply with Guidelines]
They have to return all of our money and compensation for our times, our nerves.
This is 21st Century and it is extremely horrible to have that kind of customer service in the US.
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
@MarinaLindquist Hm. And yet I’m getting exactly what I asked for and paid for.
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Constructive
Former Employee
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32.9K Messages
5 years ago
if i were compensated for everytime someone rattled my nerves id have retired long ago
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