Loyalty Department

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@EricJ. wrote:

Why is it that I called the loyalty department on Jan. 14th 2018, talked with a Michelle B. who made me an offer that I wanted to discuss with my partner before making a commitment, only to call back and be told that they had no idea who Michelle B. was and there was no offer even remotely close to what I was told? Now, Michelle B. is the same person who increased our data from 3GB to 6GB and reduced our bill, but the representatives that I have talked with and emailed still have no idea who Michelle B. is or how on earth to find out whom this person is...! I talked with Michelle B. at 408pm for 24 minutes, and was told she was going to notate my account so when I called back everything would be all set. I called back at 520pm and talked (and waited on hold for his supervisor Jennifer) with Trashaun in the SC call center for 57 minutes. I repeated the exact same offer to ever rep I talked with, just to be told there were no notes on my account and that they had no idea who this elusive Michelle B. was or where she found that offer, because there is no such offer. I was told by Jennifer the supervisor that she was going to email Michelle B.'s supervisor (even though she didn't know who Michelle B. was), that would take up to 2 days, then an additional 5 to 7 days for them to pull the phone call and review what was said and someone would contact me once the call was reviewed. Because I had obviously pulled this offer and prices out of the air... Even though the prices and calculations I was given by Michelle B. added up to what I told them. I still have yet to hear anything back from Jennifer or Michelle B's supervisor. I even emailed the office of the president, and received a call back and message on Jan 23rd from Shavon, informing me again, that they have no idea who this Michelle B. is, there is no offer in the history of AT&T like the offer I was given, but I was welcome to call back if I had more information, so we could try to find Michelle B., who is stealthier than Fujibayashi Nagato... I've call Shavon on Jan. 23rd, 24th, and 25th, leaving her a message each time, and I still have not heard anything back. What is going on here? Shouldn't the representatives that work in the loyalty department have the same offers and discount codes available to them? I don't know if I should be more frustrated with Michelle B., who offered us something that doesn't exist, or Trashaun, Jennifer, and Shavon, who have dropped the ball on this matter more times than I can count.

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You aren't taking the hint: You won't get what Michelle B. offered. The other reps are trying to beat around the bush and give you the run around and do anything except tell you news that you won't like. 

Call back and see what can be done now. Forget about Michelle B. and move on. 

Hello @ericj,

Thank you so much for reaching out to us in the Community Forums. I understand the concern with receiving an offer and not being able to accept it at a later time. I would be more than happy to help you with this.

In order to provide the best assistance, I will be sending you a private message. This will be arriving in your Forum’s Inbox. Talk to you soon!

Have a great day!

Nicole, AT&T Community Specialist

I’m about sick of AT&T they tell you your bill will be a certain amount and you get your bill and it’s aost double. I have been with them since 2005 and I have remained a loyal customer but can’t seem to get a loyal price. I was told my bill would be right under 200 but with taxes 200 and some change my bill has yet to be 200 it’s almost $300 and $400 with unlimited. I’ve talked to several individuals none knowledgeable to handle the situation just trying to beat the next out of some money 

Same thing happened to me.  Yesterday I spoke with Carissa in the loyalty department.  She told me about this great deal on new cell service, new phones, and wireless internet.  She said she would email me the quote and text it to me.  She didn't.  And when I called back no one can let me talk to Carissa, and no one can give me anything close to the same deal.  It's not just about the money, it's about the data and the services she said were possible but now they apparently are not possible.  This is shady business.  And it is not right to treat loyal customers this way.  AT&T has let me down for the last time.  

At&t has thousands of customer service reps, chances of anyone getting to the same rep is nill, and chances of anyone knowing who another is is even less. heck when i do a search within the company there is at least 160 employees with my same name, crashed the program when i searched with my first name and last initial, there's 90 with my first,last and middle initial. without an employee id it is virtually impossble to locate someone.

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@Constructive wrote:

At&t has thousands of customer service reps, chances of anyone getting to the same rep is nill, and chances of anyone knowing who another is is even less. heck when i do a search within the company there is at least 160 employees with my same name, crashed the program when i searched with my first name and last initial, there's 90 with my first,last and middle initial. without an employee id it is virtually impossble to locate someone.

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I wouldn't say nil. When I was a rep I talked to the same customer twice in the same day. There was one "frequent flier" that many reps in our office talked multiple times. 

I've been with AT&T since 1987, but have found much less expensive providers for my cell phone and land-line.   I'm now only receiving expanded cable and internet connection, neither of which is reliable.  And the "special" prices they so "graciously" offer, keep expiring, without notice, causing my bill to jump by almost $40 the next billing cycle.   I set a reminder on my calendar last year and I was told that I had to call back on the exact date of expiration before I could negotiate a better package.   ARE YOU FREAKING KIDDING ME?  So, today, I tried to call customer loyalty, only to hear a recording that I would be on hold for 10+ minutes. CUSTOMER LOYALTY IS A JOKE.  And,  FYI, Direct TV is also an AT&T owned company, which could be a better deal, if you want to buy a satellite dish.  AT&T HAS NO LOYALTY TO CUSTOMERS.  After 31 years of being a customer, my bill for expanded cable, ZERO movie channels and internet is $175.  I'm definitely shopping for different providers before the next billing cycle.  It's obvious that AT&T 'S "CUSTOMER LOYALTY" means it's a one way street.  Be loyal to them, while we get screwed.  Unbelievable. 

@lhmelton    It’s hardly news when every other TV and internet provider does the same thing.  

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@lhmelton wrote:

I've been with AT&T since 1987, but have found much less expensive providers for my cell phone and land-line.   I'm now only receiving expanded cable and internet connection, neither of which is reliable.  And the "special" prices they so "graciously" offer, keep expiring, without notice, causing my bill to jump by almost $40 the next billing cycle.   I set a reminder on my calendar last year and I was told that I had to call back on the exact date of expiration before I could negotiate a better package.   ARE YOU FREAKING KIDDING ME?  So, today, I tried to call customer loyalty, only to hear a recording that I would be on hold for 10+ minutes. CUSTOMER LOYALTY IS A JOKE.  And,  FYI, Direct TV is also an AT&T owned company, which could be a better deal, if you want to buy a satellite dish.  AT&T HAS NO LOYALTY TO CUSTOMERS.  After 31 years of being a customer, my bill for expanded cable, ZERO movie channels and internet is $175.  I'm definitely shopping for different providers before the next billing cycle.  It's obvious that AT&T 'S "CUSTOMER LOYALTY" means it's a one way street.  Be loyal to them, while we get screwed.  Unbelievable. 

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If you have to continually receive discounts to stay with AT&T, you don't sound very loyal. 

All things considered, a 10 minute hold time isn't THAT outrageous. Judging by this post, you aren't going to be happy with any provider.