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.