Tutor
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10 Messages
ATT Wireless Customer Billing Support/Care Team - Honest Feedback and Warning for Customers
Food for thought to consider when dealing with ATT Customer Service. You need to stay persistent! Not to get into the details again on my example, but rather to warn people!
I have been working on an issue with the Customer Care Team since December, yes, December. In my estimation I have spent 20 hours on the phone/chat in my first month. Then after an email, I received an email from "ATT Cares" about a month ago. They have promised me answers time and time again. Sometimes, over a week goes by, and I have to initiate contact again. Each time there is an apology, a promise to do better, and then the repetition. We are going on over two months without a resolution.
So when you get a promised timeline, or even a promise to look into your issue, you need to know that you will have to keep on them, or they will do what has been done to be countless times now, and just do nothing hoping it goes away.
Stay persistent and hold them to their word, even though that seems to not be as important to the company as it once was.
Its a poor business practice, and saddens me as a 10 year customer.
formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
Agree. I’ll throw in my own “musts”.
Read your bill, regularly. Don’t bother calling a year later about a persistent charge.
Read the T.O.S. It’s your service agreement with ATT.
Read the plans/Read the website information. All the prices are there. ATT doesn’t have to honor other prices, and probably won’t.
Read the promotions. Same reason. I’ve read too many times where sales people screwed it up.
Learn how to manage your account. The industry has high turnover. While some awesome people work for ATT and I’m always happy to speak with one when I call, they aren’t all gems. Some should be asking if we want fries with that, not complicated agreements and math (sarcasm intended).
The price of our service has gone down. I think T-mobile has both ATT and Verizon on the ropes, driving prices down as theirs go up. It has to come from somewhere. I see more of the same kind of complaints coming on Verizon forums now too.
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shaneo4144
Tutor
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10 Messages
6 years ago
Unfortunately the issue stemmed from the following (Ill be very brief.) I had an issue with billing. I called ATT. They told me they would credit the account, and it was all taken care of. I trusted them. Then, of course, no credit, and we have to start the phone games. My issue is that they were the ones to offer me the credit, and should follow through. They have done everything from apologizing, to saying they will fix it, to other promises, and then nothing.
They then waste hours of my time, trying to make me prove what they told me in the first place, have admitted mistakes, and do nothing to fix it. For once, this is 100% on the company, and I did nothing wrong except believe them when they continued to lie to me.
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formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
@shaneo4144 I understand being annoyed at an offer not followed through. Remember the jokes about real estate adds?
Charming handyman bungalow = really old, falling down, tiny.
I swear, ATT CSR’s word things in a way that often leaves an out. “I’ll put a ticket in to get you that credit”. Um. There’s the out. They have a million of them. And if someone deems you should pay for it, the credit never shows.
Roaming charges are a good example. If another carrier bills ATT, they have to pay. Slim chance they will let us out of the charges.
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shaneo4144
Tutor
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10 Messages
6 years ago
Correct! Completely see your point. And my frustration never was that a mistake was made, or wording, or whatever. It is that they don't follow through on their mistake and make it right. Adding insult to injury, they make the customer spend months trying to sort it out when they have no answers. Here is one that they cant answer me. They say on every call that they record the call for customer service. I asked them to pull the call when their rep called me and made the promise (pretty easy fix in my book to show I am not lying.) They at first said they would because they store calls, then they couldn't find it and/or didn't understand the reps notes...so the solution? The chat rep had the audacity to ask me to look through all of my phone records so they could find the call/notes on the call, which I found priceless. This was going to be the only way they could find their own call to me. 🙂
I would much rather have had this from the start (the truth) "We made a mistake, we are sorry, but we will not honor the mistake." That would be over and done with. I would have changed carriers most likely, but would have at least had an honest answer.
Instead, they just keep having random people promising they will fix it....That's what gets me....They take their initial lie to a whole new level continually promising results.
I'm rambling now. But you just cant make it up.
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formerlyknownas
ACE - Sage
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117.5K Messages
6 years ago
Ramble away.
See the most valuable thing you wrote, and what ATT needs drilled into EVERY SINGLE PERSON with customer contact is be honest. Truth and transparency, a lost art...
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kakieb46
Contributor
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5 Messages
6 years ago
Shane4144, I have the times, dates and names of every "Customer Service" rep I've spoken to. Thing is they are all in different parts of the country and world. No one knows the other. We rely strictly on the fact that they say they will "note that on your record". Several reps tell me they see in my record where something was noted; I finally get a "Specialist" and she says there is no notation in all my records of any one EVER telling me that. The mysterious "Back Office" is seemingly always consulted, but if you ask to speak to someone in the back office the subject is changed immediately. I am 72, just got my first 'real' cell with ATT... surrrrrrrrrrrre wish I'd kept my tracfone 😕 Peace
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shaneo4144
Tutor
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10 Messages
6 years ago
Abolutely!
This is another point. The "back office" or as they call it the "escalation office." Here are the rules of it from what the people who will actually talk to you on the phone say:
1. They apparently make decisions that "undo" the supervisors who you speak with (this is what happened to me.)
2. They refuse to talk to the customer about anything, including their "denials" of other staff's work.
3. They do not note anything, creating a constant back/forth with their own staff to solve issues.
Its fascinating. I have had the back office excuse several times but nobody can ever seem to get a hold of them 🙂
One more update - The support reps on here have now just stopped answering my questions all together. Their most recent promise of "72 hours" turned into weeks again, and the person who I started with, spent hours with, and so on, decided to just stop replying. Priceless 🙂
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MicCheck
ACE - Expert
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14.3K Messages
6 years ago
999 times out of 1,000, that means the answer is not the one you want, and no one has the guts to tell you.
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shaneo4144
Tutor
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10 Messages
6 years ago
I agree with you. Finally I get something back that "they are still working on it." I have been lied to now by every department, including the one who reaches out to customers on here. I much rather would have had the truth. Mind you, I would have still shared my experience if the truth was told (I.E. We cant figure out how to find the call you are referencing and we wont take your word for it) but I would have had much more respect for the company and the employees. By continuing to lie, and kick the can down the road so to speak only creates this mess 🙂
Customer service at its finest.
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