Lack of Support for Military Suspension and Unlocking Device.
Where do I start?
I am completely lost and I have exhausted all my options. I am deploying and I have been trying every day to pause my military service since I am leaving for a year. I have called customer support daily for the past week, and have submitted my orders on multiple occasions and have had no luck pausing my service. The only response I have gotten when I submit my orders is an email response saying "Thank you for contacting the AT&T Military Support Team. Military service holds and service restoration has never been faster! Visit the website at www.att.com/offers/military-cancel-service to submit your request. If you have other military needs outside of what the website can resolve, please contact customer care at 1.800.331.0500 or 611 from your handset.". Also, when I clicked the link and submitted the request, a red pop up appears on the screen saying "Uh-oh. Your request didn't go through. Wait a few minutes and try submitting it again"(View attachment 1). When I have contacted them on the issue, the customer service representative said it’s because there they're only accepting military deployment orders for 6 months and manager would call me back, which they never did. Additionally, when it came to unlocking my phone, the customer service representative said they could not unlock my phone because the balance was not paid off, but if you visit the site; https://www.att.com/support/article/wireless/KM1262649 and it says clear as day in the "Active duty military personnel sub heading "Being deployed for active duty? You don’t have to complete your installment plan or contract to unlock your device. Make sure you select Yes when we ask if you’re deployed military"(View attachment 2, crossed out PII). Additionally, every time I have spoken to a representative, they seem to have no idea on how their deployment process works. They are constantly providing the incorrect information and transferring me to other departments that are just as lost, and the usual response is "Give the Military support team some time". Furthermore, amount of time I have spent on hold waiting to speak to a representative is alarming, because its this process this tedious for every service member that deploys? Lastly, I wrote this entire post while on hold and I leave tomorrow ='(.