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vnss2194's profile

Contributor

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1 Message

Sat, Aug 22, 2015 10:31 PM

WORST CUSTOMER SERVICE EVER

I am going on vacation (outside of the country) with my family so I have been trying to unlock all of the phones in my family plan so I can connect them in the island we are staying in. I went to the physical store on 145th street & broadway (NY, NY) and the rude staff insisted on not helping me, for every question I had all they kept telling me was to go to the AT&T website and that there I can find a link to unlock the phone. After searching the website for a few minutes I find the link and submit requests to unlock each phone. I was instructed to confirm my request via email within 24hours. THEY NEVER SENT AN EMAIL! I checked everywhere including spam and trash and nothing. After 3 failed attempts to submit my request, I called the customer service line on Monday, Aug. 17, 2015. The first employee proceeded to tell me that she submitted the request for me and that on Wednesday, Aug. 19, 2015 I would receive and email confirming that my devices were unlocked. Wednesday arrived, no email. So I called on Thursday, Aug. 20, 2015 to confirm that my devices were unlocked since I had not received an email. This second representative proceeded to tell me that one of my devices was unlocked but not the other but that my second device was being worked on as we spoke so that it should be unlocked that night. On Saturday, I went to my local tech shop to make sure that my devices were all unlocked (as the vacation date was quickly approaching). My tech shop representative told me that one of the phones was unlocked but the other wasnt. Still remaining calm, I called customer service again, this time with a third and more condescending AT&T representative. He wasted 45 minutes of my time telling me I had never submitted a request for the second phone. After proving I had submitted a request with the name of the original employee and the request confirmation number, he connected me with a different representative (rep number 4) who told me I had to back up my phone with iTunes before unlocking it. I asked how come I had to do this step since with the first phone (also an iPhone) I did not have to do anything. She then became upset and refused to answer my question. She then told me that if I wanted the phone unlocked I would have to do this. I explained I did not have a computer available and she instructed me to borrow one. I went to my sisters how and backed up my phone to her computer (something I did not feel comfortable doing) in hope that now my phone could be unlocked. I called AT&T once more to confirm that I had done the steps I was told and to see if they could now unlock my phone. This employee told me my phone was now unlocked so I returned to the tech shop to verify this information. Once again, I was informed my phone was still locked. I asked the tech shop representative to speak with the AT&T employee I was speaking with to see if they could figure out what was wrong. AT&T told him the phone was unlocked so the tech shop employee proceeded to insert a dfferent SIM card in the phone to make sure. As a result, my phone was actually not unlocked and this caused my service with AT&T to be suspended and for me to be stuck without a cellphone. The AT&T employee told me there was now nothing he could do since my service was AT&T was terminated due to inserting a different SIM card into the phone. The entire time every single AT&T employee had a different story. My blood pressure became to high and had to ask my daughter to speak on the phone for me. I have been an AT&T customer for 8+ years. Although I had unintentionally canceled the service for that phone, THE CUSTOMER SERVICE HAS BEEN SO DISGRACEFULLY TERRIBLE AND UNHELPFUL I canceled 4/5 phone lines I had with AT&T. I will be canceling the other line very soon when I finish paying off the phone. I have never been treated so poorly as a customer and I hope other customers & future customers read about my experience and reconsider their AT&T service. I am very active in the blog community and will continue to tell others of the terrible customer service I experienced with AT&T. 

ACE - Sage

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101.8K Messages

7 years ago

If you had read the information on unlocking an iPhone, online, it would have explained how to unlock.

 

Start the process:
See if your carrier offers unlocking. Only your carrier can unlock your iPhone.
Contact your carrier and request an unlock. You might need to meet requirements to qualify for unlocking. After you submit the request to your carrier, it might take a few days to complete. Contact your carrier for the status of your unlock request.


After your carrier confirms that your iPhone unlock has been processed, go to the next section.


If you have a SIM card from a carrier other than your current carrier, follow these steps:
Remove your SIM card and insert the new SIM card.
Complete the setup process.


If you don't have another SIM card you can use, follow these steps to complete the process:
Back up your iPhone.
When you have a backup, erase your iPhone..
Restore your iPhone from the backup you just made.

 

Your phone should connect to ATT again with the original SIM card reinstalled and power cycle your phone, unless the sim was damaged.

 

Inserting a different SIM card into an ATT phone does NOT terminate service.  I unlocked my phones with T-Mobile SIM cards.    Whoever told you that was incorrect.   That isn't even possible unless you switch service to a new carrier buy porting your number.

Did you allow this other carrier to port your number?

Did they ask for your ATT account and phone number?

Contributor

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2 Messages

7 years ago

I've never complained on line about a company in my entire life, but I have also had the WORST customer experience with AT&T and especially over the past few months. I don't know how many restoral fees I was paying before I demanded paper bills to figure out it wasn't a part of my monthly fee but I started paying one month behind when I initiated services because they never sent a bill to correct email address. I never received the gift card promised as part of promotion. Most recently, after extremely rude customer service people I spoke to when I made numerous calls after my bill skyrocketed after a uverse contract period ended, I was transferred to lines with no answers, no one could help me or was interested in helping me, I spent hours waiting for a real person after the automated man could never understand one word answers I felt I ended up screaming, and so I asked for my services to be canceled. I received a letter saying they were canceled and I'd need to pay a certain amount for restoral and they proceeded to bill me for another two months after they "suspended" services. Apparently that's different than "canceled." Meanwhile, me cellphone bills with AT&T sky rocketed due to no wi-fi service from them, which service apparently they expect me to pay for. I could never connect to check my uverse services via their website and no one could assist with that either. I called yet again and spoke to my final rude, unhelpful customer service rep who actually told me to be on the look out for my final bill in an almost sick, satisfactory way, after he argued with me about not having the same bill in front of him. The one bill that proves they charged me through the end of November this year well after I'd called to "cancel;" not "suspend." Apparently it didn't exist on his end. I'll be on the lookout for my final bogus bill for services not rendered. Ive had numerous calls to them trying to cancel services they've continued to bill me for. I'm beyond disappointed with how poorly I was treated time and again. But I'm more upset with them for proceeding to bill likely thousands of people for services not rendered. It has got to stop. Another company deserves my $500+ per month. At least those that will be kind with their customers and not put out when a customer calls with billing, services or logging on to their website questions. A ginormous F - for this company. Sad.

 

[Legal discussions are not permitted per the Guidelines]

Contributor

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1 Message

7 years ago

I must agree, At&t has the worst customer service i have ever encountered.  Most of the reps do not even bother to try to help you and forget about a friendly or courteous attitude.  They  are all rude and ghetto.

ACE - Sage

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101.8K Messages

7 years ago

@Appalling

 

I have had the opposite experience every time.  

If you still need help, send a private message by clicking on the blue letters @ATTMobilityCare and select message from the left column.  They may take 2 days to get back to you, but do an awesome job of helping if possible to do so.

 

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