atop5111's profile

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Monday, July 29th, 2019 11:16 PM

Worst Customer Service Experience Ever

Hi there,

 

I usually refrain from publicly posting into forum I when I asked the account representatives how I could make a complaint I was told the only was was the website. However the link in the footer looks like it was just feedback about the website. 

 

I was on the phone today with ATT for 2.5 hours and talked to a total of 6 people. I was hung up on twice by two people in supervisor rolls ( not intentionally) but both times caused me to start over and I was not given a call back. 

 

My question was simple. I wanted my bill to return to the price I have paid for the last year. I was told last year my price was a permanent price as I was frustrated I would have to call every year for a new promotion. 

I understand prices can raise from time to time but it was not until the 6 person that I was able to get a straight answer. Here is a breakdown of the service I received. I am sharing this in hopes training and development can be done in regards to calls

 

Agent 1: she was not sure how to help me and suggested I try the chat support feature on the website. I asked why I would do that when I was speaking with her. After about 10 minutes, I asked to be transferred to a supervisor. 

 

Supervisor 1: Sat on hold for about 10 min. He did not leave any notes of our conversation but he asked if he could call me back. He did after another 10 min. While he was looking into my situation he placed me on hold. After about 10 min, the music changed. 20 min after that Agent number 2 answered and I started the process all over again.

 

Agent 2: When I realized I was back to square one, I asked to be transferred to a supervisor. After 20 min I was connected to another supervisor. 

 

Supervisor 2: looked into my account and started to say that my promotion lapsed and then started to say something else when the call was dropped. He never called back

 

I proceeded to dial the number that had called me from before and pressed 0 to talk to the operator since I had was the first name. I went to voicemail and the voicemail was full.

 

I called back and spoke to another agent who transferred me to yet another supervisor.

 

Supervisor 3 was able to confirm my promotion lapsed but said she could not add another promotion. After going around with her for about ten minutes. She suggested I talk to the loyalty department. Why was I being told about the loyalty department so late into the call? My only reason for going around and around as I was told last year it was not a promotion and why did it take all of those people not knowing to get to her. 

 

She transferred me to the loyalty department. I waited 10 min and the call was dropped. She did call me back. I was placed on hold again for another 10 minutes where I was told there was nothing the loyalty agent could do. 

 

I am not upset about the $10. I am upset that it took 2.5 hours to get a clear answer. I am upset I did not get calls back when the calls were dropped and I am upset that your pricing is not transparent and straightforward. I am also upset there is not a clear easy way to provide feedback.

I would like to be compensated for my time as my questions should have been able to be answered the first call with the first agent or transferred directly to the loyalty department. 

Community Support

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230.7K Messages

5 years ago

Hello @atop5111,

 

We're sorry to see that it took so long for you to get an answer to your question.

 

We'll be sending you a Private Message to gather more details and assist you with your request. Check your Inbox for the message.

 

Aminah, AT&T Community Specialist

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