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Why do AT&T Reps not listen at all?

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Why do AT&T Reps not listen at all?

June 21, 2019, I placed an order online, selected the BOGO and Gift Card for the S10e phones. I had also selected to port a number for one of the lines, apparently, that is where my troubles started. I had input the wrong information for the porting of the number but didn't find out until the Enjoy rep arrived with the phones on June 22. While she was trying to process everything I got the correct information for the porting but she was still unable to process it. At that point, I decided to cancel the port and just get a new phone number. However, that did not work either. The next option was to cancel the order and reprocess it. With this option, I would lose the gift card. I called AT&T's port number to see if they could help, and when they could not I agreed for her to cancel and start over. Now she was not able to cancel the order. The next step was to call AT&T's customer service and see if they could help. While sitting on hold with them the Enjoy Rep had to leave; she had been here for over an hour trying to fix the problem without any luck. After she left and took both phones that I ordered with her, I found out that the phone without the port request was activated on my account. Now I have spent the last three hours on the phone getting transferred around to different people and having to explain the situation over and over again. I called to cancel the order altogether and was hung up on, and when I called back the office was closed. I called the regular customer service number and spent the first 20 mins trying to explain to the guy I was calling from a non-AT&T phone to get help with my AT&T account. So after telling him the entire situation two more times and trying to explain that I have an AT&T now activated to my account that I do not have in my possession I am on hold again. I never thought this would be such a problematic process. I should have just gone to the store and conducted my business. AT&T should have contacted me right away about the wrong info I gave them for the porting and that could have been solved way ahead of time. 

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Message 1 of 5
Administrator

Re: Why do AT&T Reps not listen at all?

Hello, @bruceproctor,

 

We do apologize for everything growing convoluted on you. Has everything been cleared up? If not, we'd love to see what we can do to help. To do so, we'll need some account information.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

 

James, AT&T Community Specialist


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*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.
Message 2 of 5

Re: Why do AT&T Reps not listen at all?

Thank you I will be waiting.

Message 3 of 5
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Accepted by Administrator (Administrator)
Accepted by ATTKevin
‎07-01-2019 3:06 PM

Re: Why do AT&T Reps not listen at all?

After the initial evening of trying to get the phone representatives to listen to me, I have to say everyone else that I have talked to has been very supportive. If a couple of people I talked that night would have been as helpful as everyone else then I feel my issue would have been resolved quicker, but when the right people did get involved I was able to get resolution. Thank you, to the AT&T employees that did actually listen and help me resolve this!

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Message 4 of 5
Administrator

Re: Why do AT&T Reps not listen at all?

Hi, @bruceproctor,

 

I'm glad everything seems fine now. Sometimes you have to put it on blast to receive results. We shouldn't have to but, I think, we've all been there. I just wish one of the initial agents would have explained everything a little better so you knew it would take a few days. It's cleared up and that's the big thing.

 

Let us know if we can assist with anything else.Thank you for being the best part of AT&T.

 

Have a great weekend!

 

James, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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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