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Frustr8tedinRI's profile

Contributor

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2 Messages

Wed, Jul 5, 2017 2:50 PM

Can't Resolve Month-Long Wireless Issue

Trying to solve and close an account that was opened in error when trying to upgrade my son's phone on my account.  Was told a month ago by Annette in EComm that I would be all set (she knows the problem and has added notes to my accounts).  Lo and behold, I am getting threatening emails about an account that should have been closed a month ago.  Tried calling on 7/3/17, after explaining the issue at length with the customer service rep, she told me that I would need to speak to EComm, once again, transferred me, and the girl who answered was curt and brief, when I offered to explain my issue (for the umpteenth time) she told me that it was okay, she would review the notes. I should have known better, after being on hold for ten minutes, I was, of course, disconnected. 

 

I immediately called back, got Tamera who was very nice, told me she would immediately report that girl I was just speaking with (she told me every person who handles your call is logged, so she knew who it was).  I was then transferred back to EComm again, where I got Juan and, once again, explained my issue.  He put me on hold, only to get disconnected once again.  At this point, after being on the phone for almost 2 hours, I gave up.

The time that I have now put into this issue on the phone is well over 4 hours now, and I had to make a special trip to a store in order to get one part of the issue solved.  

 

I am truly disappointed and disgusted with the customer service provided on 7/3 (except for Tamera).  I am done with trying to call ATT, why bother when I am only going to get disconnected.  Seems the issue is so great, nobody wants to deal with it.  I have done my best.

 

Please have someone contact me directly (by email . . . and then we can connect by phone).  If I do not hear from anyone within 20 days, I am going to write a letter to one of your CEOs and report to BBB.

 

It is my hope to resolve this soon.  Thank you.

ATTHelp

Community Support

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195.8K Messages

5年前

Hello @Frustr8tedinRI

 

Having an outstanding account that should have been canceled is a concern. This is not the experience we want you to have. I can definitely help with this!

 

In order to properly assess the situation I will need to get some account information from you. I am sending you a private message to you Forum’s Inbox. Please be on the lookout for my message.

 

I look forward to getting this fixed for you. Have a wonderful weekend.

 

Daniel, AT&T Community Specialist

Contributor

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2 Messages

5年前

And so now we are coming up on 5 months.  After countless attempts at getting this issue resolved, speaking to about ten different representatives, a number of disconnections (some I believe on purpose), the issue was never resolved.  The account, which never should have been opened in the first place, my son is now being harrassed by your Collection Agency.  I am in the process of writing my letter to your CEO, Randall Stephenson, (which, by the way, I had to research on Google, as one of your representatives refused to give me).  I  have documented every step along the way, along with names of reps I spoke to, how many times I was disconnected, how many times I was promised a call back and never got it, and how many times I was promised this issue would be resolved. I will be sending the letter, with the entire 3-page documentation, within 3 days.

 

Once I am finally done with this mess, I am switching carriers, sad to say.

 

 

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