How does one resolve Customer Service issues?

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How does one resolve Customer Service issues?

[ Edited ]

Email to CEO Follows
Mr. Stephenson,
I am writing this email to complain about the utter disconnect within your organization. I have, today, spent almost 4 hours on the phone with representatives from your company. All were polite and tried to be helpful.. But most were clueless. The biggest failure was when someone from your company changed my rate plan without any guidance or authorization from me. I only found out about this by discussing my inability to add a tablet to my plan. Which brings me to my second subject and the source of the disconnect. It is alleged that I owe a balance of 230.47 from an AT&T landline/DSL account that I canceled in 2009. This balance is what is keeping me from adding the tablet. No individual that I spoke with could either resolve the issue; take a dispute or even take a payment and apply it appropriately; AND depending on which rep you speak with there is no balance. This leaves me dumbfounded; utterly. I have this wireless account since may 2004; and between the incompetence of your staff and the changing of my rate plan without permission I am ready to take my wireless dollars to another carrier. The only two points of light in this debacle are Mrs. Roma {Last name removed for privacy} who opened the case to return my plan to it what it was before; and Jana in your AT&T store {address removed for privacy}. Everyone else was fail and punt fail and punt or they simply disconnected or the call was dropped because of your poor carrier service. I would appreciate a call from you to resolve these issues post haste.

Sincerely,
KC

Fix it

 

{Personally identifiable information removed per Guidelines}

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Community Manager

Re: How does one resolve Customer Service issues?

[ Edited ]

Welcome KC25 and thank you for posting!

 

I'm sorry you had such a difficult time with AT&T today. I completely understand your frustration. It sounds like the balance for landline/DSL was on the other, canceled account and that's most likely the reason it's hard to locate.

 

We recieved your private message and one of our managers will be reaching out to you shortly.

 

In the meantime, please let me know if you have any other questions.

 

Thanks,

Dmitriy


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