I just received the worst customer service experience in my almost 36 yrs of existence! I called to inquire about a payment arrangement. The 1st representative Lola, ID# *****, explained the process. Initially, she seemed to be professional and quite helpful. I asked to speak to a manager as Lola was unable to assist more than the parameters provide. Before transferring me to a manager, Lola made it a point to mention that her manager would not extend the same courtesy and if I did not accept her offer prior to speaking with the manager the offer would be null and void. I was in complete shock and disbelief by Lola’s arrogance and tactics. That was the turning point of the conversation. Nevertheless, I asked that she transfer me. The manager on duty was Jessica*****, Rep ID# *****, I explained to Jessica the reason for my call. I also explained that Lola suggested that her manager would be of no additional help to me, in ever so many words. Jessica apologized for the Lola’s actions. She explained the policy. She used verbiage which was contradictory to Lola’s as well as herself at one point. I was confused and asked for further clarification. Jessica then became defensive and said, “1st you had a problem with my rep now you have one with the manager.” To be clear, never once did I raise my voice, use vulgar language, use adjectives that would demean either Lola’s or Jessica’s character. I realized that the interaction was going south. I asked Jessica for someone above her. She told me I would have to write to them. I then asked for the email address. Her response was no. Again confused, I questioned who or where I should write to. It was alarmist as if this was a joke and Jessica was playing a game with me. I have to drag the information out of her. She finally told me I needed to actually write or type a letter to her manager, Christian *****, in San Antonio, TX. I’m sure Jessica assumes that I probably won’t. I’m sure she could have given me a point of contact that would prove to be more convenient and less time consuming. As we were ending the conversation, Jessica’s final words to me were, and I quote, “I hope you have a better day.” And then hung up on me as I was about to question her professionalism. Really ATT??? Is this the type of service I can expect going forward? I imagine that this is a better practice for Jessica. I’m sure I’m not the 1st and will most definitely not be the last person Jessica man handles in this manner. You guys need to tdo better!!!
[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]
Thank you for providing this feedback. Rest assure we take our professionalism seriously and we'd be more than happy to ensure the complaint is sent to the appropriate department. To fully assist with this issue further, we will need to look over your account interactions in more detail.
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Dee, AT&T Community Specialist
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