Three employees have misrepresented the truth
I spent nearly two hours today trying to resolve an issue concerning what I was told and what has actually happened.
Loyalty employee number one, upon learning I was ready to terminate service, because we use only a few GB of data and pay $120/month. He not only talked me off the cliff, he also convinced me to upgrade devlces. With a two-year commitment, even with the new devices, he told me I would be able to lower my phone by about $25. This all sounded GREAT! He failed to mention I would be charged $90 for simply making changes to my plan.
The phone bill I opened today was more than twice as much as my previous phone bill —$263 and change.
So today I called customer service and spoke with was today, "Shabronica," who tried to help but told me there was a problem with my SIM cards and that I needed to replace them. She was sympathetic but said she was unable to make any adjustments to my bill until the SIM cards were changed and IMEI numbers were updated. I started out calm and nice and ended up frustrated. She escalated my call to a loyalty employee.
"Jasmine" in loyalty again started out nice. She gave me a rundown as follows: $40 per month per line (for two lines) plus $40 for data — in other words $120/month plus taxes which would result in monthly charges of about $142. (The $142 plus $90 still didn't add up to $263.) But getting the bill down to $142 was the best thing I'd heard so far, so I asked her to please convey the information to me in writing, since the first loyalty person DID NOT, and I had nothing to prove what I was told.
Jasmine said she would email the pricing information to me. It didn't arrive. I was hesitant to hang up the phone without receiving this information, so gave her an alternate email address. Nothing. We waited on the phone for 10 minutes for one of the emails to arrive. None ever arrived. This indicates to me that I was lied to, that there was never any intention of emailing me anything, because apparently some AT&T employees are not honest. It must make them feel ill going home each night knowing what they do and say at their jobs! Lying to people! Ugh.
Jasmine also said she would put me in a queue to receive a call back from her supervisor. I kept my phone with me all evening. (At that point she said they would be working for another 4 hours). Another lie.
I don't understand why it's necessary to lie about things. I sent out two tweets to customer service on Twitter. No response. It's really unbelievable. All companies on Twitter offer exemplary customer service. But ATT's is not.
This might sound like an unreasoned diatribe, but I tried again this evening to contact customer service through the web site. Of course no one at AT&T has the slightest interest in helping their customers, so here I am.
If anyone out there has any idea how I can reach someone who can help, I would be grateful.
By the way, I also have service with Verizon and Project Fi, so I'm in an excellent position to discuss customer AT&T's customer service. If you are like me and use very little data, Project Fi can be had for $30/month with a maximum of $60 for unlimited. The only catch is, you have to use a compatible phone. I'm using a Google Pixel 2 and it is amazing.
Hoping someone gets back to me. Thanks