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Posted Apr 10, 2014
11:06:14 AM
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Worst Customer Service

The customer service support team gave me the worst experience.  I called about my U-Verse account and then the rep offers me a deal on the phone account (which is not in my name, my father's), but I tell him no I do not want it because it is my father's decision to change the plan not mine.  He tells me, "Ok, I will send you an email about the plan for you two to review and then call back if you want to change."  DID NOT receive an email, instead he changes the plan with authorization!!!  I had to call back to get it changed back (we have a plan we were grandfathered into, so it can take up to a week to get it changed back).  Found out, what the guy did on the previous call is AGAINST THE RULES!  I never verified into the phone account, I DO NOT EVEN KNOW THE SECURITY PASSCODE TO IT!  I only verified into my cable and internet account but somehow he got into my father's account and changed it without authorization!  VERY DISAPPOINTING!  I have been in customer sales for the past six years and never once did I change a customer's account without their permission.  PLEASE train the reps appropriately when they are cross-selling.

The customer service support team gave me the worst experience.  I called about my U-Verse account and then the rep offers me a deal on the phone account (which is not in my name, my father's), but I tell him no I do not want it because it is my father's decision to change the plan not mine.  He tells me, "Ok, I will send you an email about the plan for you two to review and then call back if you want to change."  DID NOT receive an email, instead he changes the plan with authorization!!!  I had to call back to get it changed back (we have a plan we were grandfathered into, so it can take up to a week to get it changed back).  Found out, what the guy did on the previous call is AGAINST THE RULES!  I never verified into the phone account, I DO NOT EVEN KNOW THE SECURITY PASSCODE TO IT!  I only verified into my cable and internet account but somehow he got into my father's account and changed it without authorization!  VERY DISAPPOINTING!  I have been in customer sales for the past six years and never once did I change a customer's account without their permission.  PLEASE train the reps appropriately when they are cross-selling.

Worst Customer Service

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Apr 10, 2014 12:37:05 PM
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Hi @rossyrivas,

 

I am so sorry about your experience with our customer service department. That is correct that is completely against the rules. I greatly apologize about this huge inconvenience. If you are still having any issues, please reach out to us by sending us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. 


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Hi @rossyrivas,

 

I am so sorry about your experience with our customer service department. That is correct that is completely against the rules. I greatly apologize about this huge inconvenience. If you are still having any issues, please reach out to us by sending us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. 


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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