Tutor
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2 Messages
Customer service issue
I have been with AT&T for over 11 years and have seen customer service go from outstanding to the worst I've ever seen with any company. First of all every time I have called in (which has had to be over 20 times in the last 3 months to get my phones and billing straight) I have had to be transferred a minimum of 4 times with a maximum of 14 times in one phone call. I can not understand why each representative (especially supervisors) in your customer service department can not be trained to handle, have access, and authority to access an account in a single call. That's not counting the 9 times I was disconnected while being helped or transferred. Most of your employees are very friendly but NO ONE can solve a problem without having to go to someone else. The last time I called in about a faulty phone still under warranty, It took 3 days of calling in with an average of 2.5 hours each day and so far I have talked to and explained the problem to 26 (no and the issue is still not resolved. I realize that AT&T/Direct TV is a very large company, but loyalty to said companies should be valued not penalized. Combined my bill is between 250.00 and 300.00 per month which I guess is not of much important to you. I used to tell everyone AT&T was the best cell phone carrier, even if it is a little more expensive than other companies the customer service was worth it. Boy, I have had to eat my words for sure. Customer retention is definitely not a priority anymore for sure! I hear Verizon, Sprint and T-Mobile want new customers maybe I'll see if any ONE person can help me there....
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.5K Messages
5 years ago
Hello @pdgood2018,
We sincerely apologize for these negative customer service experiences that you've been having lately. We truly value your loyalty as a customer of AT&T for over 11 years, and we'd be happy to assist you with replacing this faulty phone that's still under warranty. You can follow the steps at this link to Learn how to replace a defective device. After you've received your warranty exchange device replacement, you can follow the steps at this link to Return your defective device after warranty exchange. Please let us know if you have any further questions or concerns.
Sean, AT&T Community Specialist
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pdgood2018
Tutor
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2 Messages
5 years ago
Thank you
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glndal
Contributor
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1 Message
5 years ago
I just want to carryover my unused minutes. Only 4 days late in renewing. [edited for privacy – please do not post personal information]
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MicCheck
ACE - Expert
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14.2K Messages
5 years ago
Delete your phone number if you haven't already!
If your prepaid balance expired, it's gone. There's no such things as "only xxx late."
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MasterSergeant
Tutor
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4 Messages
4 years ago
Same issues here. Customer for over 12 years
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MasterSergeant
Tutor
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4 Messages
4 years ago
I’ve been a customer over 12 years and never missed a payment. Dealing with an issue after being deployed and coming home and no one can solve it even though they say it will be solved. I have recordings of our conversations now because of how much I’ve been lied too. This is the worst customer service I've ever felt with. I don’t know what happened to AT&T
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MicCheck
ACE - Expert
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14.2K Messages
4 years ago
There are two completely unrelated issues here. Can you give some details?
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MasterSergeant
Tutor
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4 Messages
4 years ago
Advised AT&T when i came back going through Germany in July that I needed to cancel my $50 a month for the 3GB international data. Checked my bill in November and it was still on my bills for $50 a month. Called and they advised they would credit me $200. Waited and the next day called back in and they said they would look into it. Went to AT&T store near me and they had me call in again. (Not sure why when I had just called). They stated they were making a Claim. Didn’t hear anything so I called in A few weeks later. They advised me the credit was denied because there was no notes on me canceling and said nothing they can do. I was disconnected so I called back and spoke to JANEIL, tech number *****. This time I recorded my conversation since I have been lied to in the past. She stated she could credit $150 and I would see it in 24-72 hours. She was super nice and helpful. She called me back 24hrs later and stated her supervisor approved the credit and apologized for me having to deal and call in this much. Well that December 2nd and now it’s 15 days later with no refund in my account. I don’t know what happened from that point she called me last to this but I have spent over 10 hours on the phone dealing with this. This is the 1st time EVER posting anything about a review or issue with anything. Shows you how much of an issue customer service is. I will try 1 last time before contacting the BBB and going that route. This has been unreal for being a customer over 12 years.
[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]
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