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New Member

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12 Messages

Thu, Aug 5, 2021 5:05 PM

ATT Nightmares

I currently bought a house and it seemed that ATT is already providing service to the address via a third party(told by a representative). They told us to email the address verification to get our proof of ownership for the home. We called again ATT to get an update and it seems this new representative told us they do not cancel service, that we needed to contact the previous owner or the company providing the service to get it cancelled(stupid honestly).

So ATT my advice, please make this process a little easier for your customers. An address validation should not take days when all the closing papers are sent. Heck, there is even the County Tax, where you can look up addresses and their current owners. Do not be stupid we are on 2021 and you are a technology company which should not this.

Train your representative better, so next time they know what you answer and do not ping pong people with nonsense. Also, please whenever a customer ask to be ESCALATED to a SUPERVISOR, make sure your support staff complains and do not provide answer like "the supervisor will say the same thing I am telling you." Or else do not have supervisors at all.

Thanks.

Constructive

Employee

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28.7K Messages

1年前

now why would you think at&t would be responsible for a 3rd party provider with the old homeowner having an active account? they certainly dont have the capability or the right to cancel the service. the rep was correct only the person who is the account owner can cancel it, its fcc regulations. you have any idea how many disgruntled spouses or roomates have attempted to cancel services out of spite?

Juniper

ACE - Expert

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30.3K Messages

1年前

Also, please whenever a customer ask to be ESCALATED to a SUPERVISOR, make sure your support staff complains and do not provide answer like "the supervisor will say the same thing I am telling you." Or else do not have supervisors at all.

Too many people request a supervisor expecting them to break the rules and accommodate them. So supervisor pushback is normal for most companies so as not to waste their time.

Not our staff anymore than yours. This is a public forum of other customers. Any with the "employee" tag are posting on their personal (off-the-clock) time.

sanman202

New Member

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243 Messages

1年前

Unfortunately it seems like lots of one and done posters are around forums.  They post the dilemma that is something that they already know the answer to or realize it's something that the forum can't solve. They may get a kick out of the replies. Bottom line is an account holder or admin is the only person with the rights to change or cancel an account. If it's the previous person at an address well then it's them. Chances are if they don't live at a place any longer they will cancel service or they will rack up charges and get bad credit. At some point service should be shut off. Being AT&T was notified that there is a new owner they will shut off the service under the previous owner. County tax records can take months to update. I would not expect AT&T to look at county tax records to shut off service. Sometimes the rep is correct, the supervisor may tell you the same thing..lol It could be BS because they're worried their supervisor may not be happy with them but a confident rep will say that sometimes. 

(edited)

Constructive

Employee

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28.7K Messages

1年前

@sanman202  I sold a house a year ago. Tax records still show me on record. I’m guessing it will stay that way until the new owners file taxes this year. Yet I wholeheartedly agree with your response 

New Member

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12 Messages

1年前

Let me clarify for this ATT employee. Your support representative said they got the service through a third party but the service is still provided by ATT.

To the other guy about the supervisor. We were requesting it to escalate the verification, plus one representative said one thing the another said something different. They are just completely lost.

I am in a hurry and ATT is so incompetent. I work from home and I need the server as soon as possible.

New Member

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12 Messages

1年前

Why edited my comment?

(edited)

Constructive

Employee

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28.7K Messages

1年前

my wifes office is served by americo , americo leases lines from at&t, the office pays americo monthly, when theres an outtage americo comes out not at&t. and the only one that can cancel service is americo.

New Member

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12 Messages

1年前

Good for you.

New Member

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12 Messages

1年前

You most be one of the lucky few to have good service from AT&T. You deserve a cookie.

Juniper

ACE - Expert

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30.3K Messages

1年前

@sanman202 

Yes some pushback is legitimate, others are a poor agent. Many companies do have the culture to pushback (within reason) so it can be addressed at the lowest level. But if you still want to speak with a supervisor after that pushback or assurance then they should get one on the line.

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