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.