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livingstonj71's profile

New Member

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5 Messages

Saturday, January 21st, 2023 12:39 PM

Beyond Annoyed and Frustrated & Never More Convinced How Insignificant Customers Truly Are

On December 11...  just last month, I went to the local AT&T store to add a new line to our account... this makes 10 lines now and for reference, I am not a small business... just a dad, looking after 9 other family members and making sure they can participate in this digital age we're living in.  Something happened during this transaction I wasn't aware of and I don't think it was intentional... the kind man at the store accidentally changed my plan from Unlimited Elite to Unlimited Premium and a few days later noticed I didn't have access to HBOMax anymore.  No big deal.  Call the support line, explain the situation, find an empathetic agent, create a ticket, simple fix.  That process began on 12/20.  I've spent no less than 6 hours on chat and calls troubleshooting this with any number of support personnel at AT&T and here we are, roughly 6 weeks later and still no resolution.  I even spent an hour with the HBOMax folks thinking that was a worthy avenue to explore.  Long story short... the subject line says it all.  AT&T seemingly doesn't care, which is not to say the folks I have spoken to haven't been kind and helpful... they certainly have.  But, largely speaking, AT&T doesn't care.  At least, that is my perception of this ordeal.  I had contemplated trying to call again this morning... it's Saturday at 7:31 AM, but I just don't have the energy to do it again, so I am avoiding insanity (doing the same thing over and over again and expecting a different result), and perhaps someone behind the big curtain will take note of my open ticket and choose today to decide that my years of loyalty, though minor in the grander scheme, do mean something and perhaps, just maybe, I will be rewarded with a resolution.  Or at the very least, the list of details associated with my Unlimited Elite plan will in fact be true and I will actually have access to HBOMax.

ACE - Expert

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64.7K Messages

1 year ago

File an FCC or BBB complaint to escalate to corporate. The complaint will result in someone from corporate contacting you. They can restore your Elite plan.

New Member

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5 Messages

1 year ago

Thank you for the nudge.  I will.  They had already restored my Elite plan.  As a matter of fact, that was restored several weeks ago.  What they can't seem to figure out, or don't want to figure out is how to add HBOMax back as an add-on tile.  From what I have learned, HBOMax is no longer included and when the store personnel downgraded our account, the "grandfather" account status I had was lost.  And, their first level support folks don't have the code or credentials to initiate a change and get the correct level of visibility.  Their mistake.  My problem.  Good grief!!!!!

(edited)

Community Support

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232.8K Messages

1 year ago

Hello there livingstonj71, that's not what we would like to hear, and understand the impact of the miscommunication.

 

Let's meet in a Direct Message, in order to submit your feedback. Please locate the chat icon next to the bell icon in the upper right-hand corner of the forums page. 

 

We look forward to hearing from you soon.

 

Ashley, AT&T Community Specialist 

New Member

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5 Messages

1 year ago

Ashley, I am in the chat you sent if you are available.

New Member

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30 Messages

1 year ago

Been an AT&T Wireless customer since the Cingular days and while on activity duty with USAF. On 1 Feb, I pre-ordered a Samsung Galaxy S23 Ultra (AT&T Version) through the Samsung website (paid full retail price) and my nightmares started. I had a Elite Unlimited plan with HBO Max for a couple years. To my dismay, the a couple days later, the S23 Ultra was activated and my primary number/phone was deactivated. Mind you that the S23 isn't even scheduled to be released until 2/17/2023! Called AT&T (some overseas rep) and told them how can you activate a phone that hasn't even be released yet? And it was done without my specific approval. To make a long story short--they reactivated my phone S21Ultra, and said my HBO Max with Elite Plan would be restored within 24-48 hrs. All was approved and that it would be documented on my file. Go back and find out that my plan was changed to the Starter Plan (even a had already paid for the elite plan Jan 21-Feb 20). The rep said they would give me a credit on my next bill for the inconvenience. It was in reality a prorating of my bill (lied to again). Second call said, no you can't do that and that you can go back. No record that I had even called to report the issue. Now, I'm stuck on the Starter Plan until the 21st, no HBO Max, when I should be on the top-tier plan--and have to wait to find out if my bill is going to be messed up because of these two deceitful responses from overseas AT&T CSRs.  I thinking of filing an FCC/BBB complaint as well.

New Member

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5 Messages

1 year ago

I can relate unfortunately and I did indeed file a complaint with the BBB. To my surprise my issue was resolved by AT&T in less than a week. I give them kudos for addressing my concern and I’m of the belief that it shouldn’t have gone that far. Best of luck in your dilemma. Getting the right level of visibility on the issue does seems to generate a positive outcome. 

New Member

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30 Messages

1 year ago

Did you file with their headquarters (or local office) through BBB?

(edited)

New Member

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5 Messages

1 year ago

BBB website. It was pretty simple and I received a call next business day from “the office of the president.”

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