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Worst Customer Care

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Worst Customer Care

Last night (8/9) I called customer care to ask why my bill had increased so much. I changed our service to unlimited data and was told the bill would go down by $45. Instead it went up $75. She explained that the change was made in the middle of the billing cycle. I asked why this information was not disclosed to me when I made the change. She couldn't answer that, when I asked what she could do about helping out she told me absolutely nothing can be done. And nothing would be done due to the fact that the charges are valid. I asked to speak to a supervisor and she said she would have one call. 

The supervisor, Davida, called back and I asked her the same thimgs. She said she would talk to her rep and "educate" her on what to say. She told me that I was not "educated" and that the charges are valid and she would do nothing to help. Both reps were very rude, unapologetic and not what I would expect from this company. I have been with ATT for 20 years, am a veteran of the US military and get treated like I'm below them. 

So, since the first rep didn't "educate" me on what my new charges were truly  going to be we will be leaving ATT for another service. And since the 2nd rep and supervisor were so rude I will be filing a formal complaint with the BBB.

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Message 1 of 11
ACE - Master

Re: Worst Customer Care


@Jgovea100 wrote:

Last night (8/9) I called customer care to ask why my bill had increased so much. I changed our service to unlimited data and was told the bill would go down by $45. Instead it went up $75. She explained that the change was made in the middle of the billing cycle. I asked why this information was not disclosed to me when I made the change. She couldn't answer that, when I asked what she could do about helping out she told me absolutely nothing can be done. And nothing would be done due to the fact that the charges are valid. I asked to speak to a supervisor and she said she would have one call. 

The supervisor, Davida, called back and I asked her the same thimgs. She said she would talk to her rep and "educate" her on what to say. She told me that I was not "educated" and that the charges are valid and she would do nothing to help. Both reps were very rude, unapologetic and not what I would expect from this company. I have been with ATT for 20 years, am a veteran of the US military and get treated like I'm below them. 

So, since the first rep didn't "educate" me on what my new charges were truly  going to be we will be leaving ATT for another service. And since the 2nd rep and supervisor were so rude I will be filing a formal complaint with the BBB.


Changing to a lower priced plan in the middle of a billing cycle won't make the bill higher. In fact, it would make the bill lower than bill received in the future. 

 

If you're leaving AT&T, there's no point in filing a BBB complaint. All that does is get you contact from the office of the president. If you're no longer a customer, there's nothing they can do for you. 

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 11
Tutor

Re: Worst Customer Care

You say my bill should have been lower even though I switched in the middle of a cycle. My bill went up more than she said it would go down. I dont know why the rep and supervisor refused to work with me and just kept making me feel like it was my fault.

Message 3 of 11
Tutor

Re: Worst Customer Care

Interesting how nobody from the US ATT has contacted me about this issue at all. It would really be nice if this were an actual place where we could get complaints resolved. 

Message 4 of 11
ACE - Sage

Re: Worst Customer Care

It seems unlikely unlimited data decreased the bill.  Unless you had a HUGE plan before the switch.

Employer discounts/FAN discounts cannot be usedon unlimited data plans.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 11
Tutor

Re: Worst Customer Care

Where can one file a formal complaint?

Message 6 of 11
ACE - Sage
Solution
Accepted by topic author
Accepted by Jgovea100
‎08-16-2018 4:21 AM

Re: Worst Customer Care

@Jgovea100

You can call or chat.  

However.... the only price ATT will honor on the plans are the ones published on the website. It that is the price you got, then they won’t change it.  You can request you old plan back based on being mislead. 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Message 7 of 11
Contributor

Re: Worst Customer Care

That’s actually not true. I had the price for my wireless bill changed after spending half a day being passed around to different “supervisors” and though in the end they did finally lower my bill, it was for that month only. This month I have the same issue and I was promised this wouldn’t happen. Such a pain in the butt and the customer care is extremely rude. They won’t give you records of your online chats or phone conversations. Worst part is my service is so terrible whenever I have to be on the phone with them (or anyone at all)  I have to go outside because if I’m inside I will sound like I’m breaking up or the call will get dropped. 

Message 8 of 11
ACE - Sage

Re: Worst Customer Care


@Trayol wrote:

That’s actually not true. I had the price for my wireless bill changed after spending half a day being passed around to different “supervisors” and though in the end they did finally lower my bill, it was for that month only.

So explain what wasn’t true?   Prices are per the plan you signed up for, which may not be what your expectations were.  

This month I have the same issue and I was promised this wouldn’t happen.

Because cost reverted to published prices?   And now it’s a month later and you got a credit for agreeing to keep the plan.  

Such a pain in the butt and the customer care is extremely rude. They won’t give you records of your online chats or phone conversations.

Those are internal, no they are not for you.  

Worst part is my service is so terrible whenever I have to be on the phone with them (or anyone at all)  I have to go outside because if I’m inside I will sound like I’m breaking up or the call will get dropped. 


So turn WiFi calling on each phone, buy a cell booster, or shop for another carrier.  

If you switched for a phone deal, it’s not a deal if phones cannot connect.  Choose a carrier for coverage first.

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 9 of 11
Contributor

Re: Worst Customer Care

I tried to switch providers. I would have to break my contract and purchase a new phone. I’m still paying off the phone I have now. I tried to get in touch with customer care today they said they would call me in 20-30 min.  They never called. And the conversations ARE for me they are not internal. There is an option to have a transcript emailed to you. When you select that it emails you a broken link. 

Message 10 of 11
ACE - Sage

Re: Worst Customer Care


@Trayol wrote:

I tried to switch providers. I would have to break my contract and purchase a new phone.

You do not have a service contract.  Your obligation (0 interest loan) is to pay for your phones.   

I’m still paying off the phone I have now. I tried to get in touch with customer care today they said they would call me in 20-30 min.  They never called.

They don’t call back.  

And the conversations ARE for me they are not internal.

Recorded calls are internal only.

There is an option to have a transcript emailed to you. When you select that it emails you a broken link. 

If you ask for a chat transcript, they email the full chat.  There is no transcript of voice calls, which is why the link is non functional.   Many choose CHAT specifically so they have a record.


 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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