Tutor
•
4 Messages
Landline pricing
On 9/11/18 I spoke with cust. serv. re: why my bill increased $6+ I was told a promotion I had expired & was not offered anymore. I asked, "What can we do to reduce the bill" & the rep. told me she could do NOTHING, and "I should look for another provider". I barely use my landline & have no special features. How can you offer new customers landline service with features for half what I pay, but can't help out a lifelong customer??? How is customer retention? Other providers are looking better to me after that call!
ATTHelp
Community Support
•
231.3K Messages
5 years ago
Hi, @snerffee.
That's not the experience we want to provide! We'll be sending you a private message to gather more information from you. You can view and respond to the private message in your Forums Inbox.
John, AT&T Community Specialist
0
0
snerffee
Tutor
•
4 Messages
5 years ago
Today I attempted to remedy this AGAIN by calling the cust. ser. # recommended to me, mainly because 2 bills ago my bill increased another 3$. FOR WHAT? All I had was 30 outgoing local calls per month! Customer service agent "John" took up another 30 minutes of my time, mostly by putting me on hold REPEATEDLY! Through all that he couldn't identify me, so he couldn't work with me. You used to identify callers with the last 4 digits printed on the bill after my phone #, which I provided repeatedly. "John" couldn't work with me because I couldn't provide him with a 4 digit passcode or an answer to a secret question, neither of which I have ever set up. "John" recommended I go to an AT&T store, but couldn't tell me where a store is.
0
0
snerffee
Tutor
•
4 Messages
5 years ago
Not long after I posted this, AT&T rep replied "I should give cust. ser. a call. The SAME # I called! Should I expect a different result??? In the last post I forgot to mention, while on the call with "John", he twice, tried to either pacify me, or, try to make me forget the reason I called in the first place by asking me TWICE "who do I have for TV & internet"? So it seems FAR more important to try to up sell the customer & increase one's bill, rather than address the customer's issue.
0
0
snerffee
Tutor
•
4 Messages
5 years ago
Now I've been advised to ask for the "landline billing department" next time I call THE SAME #. Does anyone know if that department even exists in the foreign call center that answers ALL calls???
0
0